![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforNomad Internet
Current Alerts For This Business
In May 2023, BBB began contacting Nomad Internet to address the underlying issues of these disputes. BBB requested that the business responds with an outline of the policies/procedures, actions they are taking, and other efforts they have in place to help address and eliminate the underlying issues of this pattern.
BBB files indicate that this business has a pattern of complaints wherein consumers allege they paid deposits for products with long periods elapsing with no contact from the business, multiple delivery dates scheduled but no delivery, and services were not completed as contracted from Nomad Internet.
On May 19, 2023, BBB submitted a written request to the company, encouraging them to address this pattern of complaints. Based on an evaluation of the consumer complaints and customer review data, BBB's file conditions indicate that this business has a pattern of complaints and customer reviews from the last 12 months alleging:
- Goods or services for which payment has been made have not been delivered after an unreasonable delay.
- An unreasonable delay in providing customer-requested cancelations.
- An unreasonable delay in providing customer refunds.
- Failure to honor cancellation guarantee (30-day trial or money back)
- Significant failure of a product to perform in a manner promised (dropped service, canceled contracts with no notice, compulsory equipment upgrades, equipment failure that Nomad Internet representatives fail to troubleshoot.)
- Difficulty reaching customer service (no working number, emails not returned, confusing or contradictory information issued by Nomad Internet representatives.)
- Continued unauthorized billing (double billing, billing after a significant and prolonged service failure, continued billing after the cancellation request.)
On May 24, 2023, the business responded to indicate they are in receipt of BBB's request, intend to cooperate with BBB, and would like additional time to provide a response to the allegations in the pattern of complaint notice. Nomad Internet responded to BBB on June 6, 2023 outlining the steps the company is taking to address the pattern of complaints. Here is a summary of the steps the company has taken or is launching in the immediate future:
- The company outlined its refund policy. Per Nomad's response, "All cancellation requests must be submitted through our Customer Service Support Helpline. Once submitted, a customer service agent provides a return merchandise authorization (RMA) and any other information related to our cancellation policy. Cancellations of subscriptions can be requested at any time, but will only go into effect once the device has been returned to Nomad Internet and the associated tracking information states that the unit has been received by our warehouse.
- The company has deployed a robust internal complaint resolution policy centering on improving customer service, more efficient shipping, and better billing protocols.
- The company finalized a partnership with a third party support provider to implement improved service level agreements (SLAs) that include more expedient resolution for email, web, application, social media, and phone support.
- The company is partnering a third party service to improve shipping timelines that has experience and logistics in place to support its rural customer base.
- The company identified the steps it is taking to leverage a new partner to facilitate billing services to overcome the challenges presented by consumers in complaints and customer reviews.
BBB will continue to monitor incoming complaints and review the file again in 90 days to evaluate the outcome of the actions and step this firm is taking to address the pattern of complaints.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was looking for internet. Found this online, said their service was reliable and good. Said they had a no ey back guarantee if cancelled with 10 or 14 days. I laid for the router and service set up. The service was not able to provide what they said, so I contacted them to cancel in the third day. They said they would pause my service for 2 weeks and to return the equipment t and the service would be cancelled. I sent the equipment back by ***** **** took way longer to deliver the package. (I had notified nomad if the tracking number and when the package should be delivered as they requested). They charged me another month and then when they finally got the router (that I had paid for) they finally cancelled the service but did not refund me anything. They got two months of service charges and what I paid for the router and the router back. We used the service for only a few days because it was not adequate or reliable.Business response
02/11/2024
This customer purchased her ********************** Membership on December 13, 2023. The device was delivered on December 18, 2023. The customer requested cancellation on December 23, 2023; which is within the 7 day money back guarantee. This customer account was paused for 14 days and was sent a reminder to return the device so that they would not be charged again and would qualify for the money back guarantee. The customer did not return the device until January 25, ****, which is outside of the 14 day grace ****** to have the device returned, as stated in the Terms of Service.
Terms of Service 4.1:
On receipt of your RMA instructions, your subscription for Nomad services will be paused for two (2) weeks. This is your 14-***************** Our warehouse must receive your modem within this 14-***************** otherwise, your subscription will resume as normal and you will continue to be billed.
If Nomad receives your modem after your 14-***************** you will not be refunded for your Membership or subscription, even if your cancellation request was within your 7-day Money Back Guarantee ******.
The customer used **** tracking and it was stated that they received the package on January 22, ****; which was also outside the 14 day grace ******. The tracking number she provided was: 9505 **** **** **** **** 05Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My initial modem stopped working. I received no internet service for the last billing period even though I paid. They sent a replacement modem that didn't work. This took several days worth of chats and emails.I returned the first modem. I received the second and when it didn't work. I asked for a label to return it. I was repeatedly sent the same label I received for the first modem. Both modems were returned using the label they sent. I received confirmation. They are saying that I only returned one modem. I continue to receive bills despite not having received internet service for several months. They claim this is because they don't have the equipment yet both have been returned. Likewise, it seems they had attempted to double bill me for several months earlier due to some confusion. Again, asking if I had one or two modems. All I request is for them to stop billing my card and to cancel the subscription.Business response
02/06/2024
This customer contacted us in December 2023 to cancel their service. The customer did return both devices in one box, but at the time only one subscription was cancelled. We did not receive the device until January ****. The customer was last charged on December 7, 2023. Both subscriptions have been cancelled and the customer has not been charged since prior to the device being returned, therefore the customer is not owed a refund at this time. We thank this customer for giving ********************** a try and ask them if there is anything else we can do for them, to please reach out via email, live chat or phone call so that we can further assist them.Customer response
02/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************Initial Complaint
01/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been a customer of ********************** since 2020 and, although the service was spotty at times, I never really had any problems. New internet was recently made available at my address for a much lower price that what I was paying so I decided to switch. I contacted Nomad about canceling my service. They provided me instructions to return my modem to them and provide them with the tracking information and that once that was provided, my service would be cancelled. All of those instructions were followed and the package was mailed on 1/9/2024 and the tracking number was provided to Nomad. On 1/17/2024 my account was charged for another month of service. After several failed attempts to reach the company for a refund, I have decided to file this complaint. Especially after reading through all of the other complaints and realizing that I may not receive a refund and, actually, may even be charged again next month.Business response
01/22/2024
This customer has been with ********************** since May of 2020. This customer requested cancellation in January of **** and returned the device. We did not receive the device until after the January 17th monthly charge had taken place, we apologize for this and we have refunded that payment. The customer returned the device and we processed that device return on January 22, ****. At that time the customer's account was cancelled and the refund in the amount of $129.00 was processed. We ask the customer to allow 5-7 business days in order for the refunded amount to be processed back into their account. We thank this customer for being a long time ********************** customer and if there is anything we can do to assist them in the future to please reach back out to us so that we can further assist them.Initial Complaint
01/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased modem for home Internet service with this company. Modem says will be shipped 3-5 days. Took over 3 weeks, they said they'd refund shipping because late, they did not. Prepaid for 1st month, after I got the modem they wanted me to pay again. Modem came 2ith no Instructions, nor did the app they referred me to. And the worst, the night I purchased the service, ***** loans places emailed and texted me...I did not apply for any such loans. I think nomad sold all my info to these spammers and scam companies. Fraudulent business in my opinion.Business response
01/16/2024
The email address that was provided: *********************** does not have an account associated with it. The name provided, ***************************, has pulled up multiple accounts. I will be happy to assist the customer if she can provide me with the account email address so that I can ensure the issue is resolved. I look forward to hearing back from this customer soon.Customer response
01/20/2024
Complaint: 21145012
I am rejecting this response because: nomad has done nothing to fix ANYTHING. This business has sold all of my info to loan places, banks etc...i am inundated with spam since the night I ordered nomad. I would like my full deposit refund, shipping refund and I may have to press charges for selling my info.
Regards,
***************************Business response
01/23/2024
This customer's email address that was provided per the BBB complaint is:***********************, but this is not the account email address. After doing some further research I believe we have located the correct account for this customer using this email address: ********************* This customer purchased the ********************** membership on December 18, 2023 and it was delivered on January 8, ****. This customer reached out to us on January 20, **** which is after the 7 day full refund time period as stated in the Terms of Service that the customer agreed to upon purchase of the membership. Since it was outside the 7 days of the return period, the customer's account has been cancelled and no refund will be processed. This customer is also stating that we sold her information, but we do not sell anyone's information. We have this stated in the privacy policy on our website: We have implemented appropriate technical, organizational and security measures designed to protect your ************** However, please note that we cannot guarantee that the information will not be compromised as a result of unauthorized penetration to our servers. Because no security measures are perfect, there is always some risk involved in transmitting your information over the internet. We cannot guarantee the security of your information, and you transmit it to and through the Service at your own risk. As the security of information depends in part on the security of the computer, device or network you use to communicate with us and the security you use to protect your user IDs and passwords, please make sure to take appropriate measures to protect this information. We hope that this customers issue has been resolved and we thank them for giving Nomad a try.Customer response
01/24/2024
Complaint: 21145012
I am rejecting this response because: I tried to screenshot their responses and how vague and unhelpful they are, but there were so many they didn't fit. I waited 3 weeks for them to send me this, but they give me 1 week to return it? They promised a discount after they messed up...nothing ever happened and this company is the worst I've ever dealt with. Very unprofessional and I suppose it's coincidental that I receive spam the night I ordered this?? I don't think so. They won't get their non working modem or anything returned until they refund me. Junk company... beware!!!
Regards,
***************************Initial Complaint
01/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
1st order placed December 29 2023 with 3 day priority shipping fee paid, ORDER #***********. Did not receive any communication or product. Order cancelled on January 2 **** without issue. Decided to give them a 2nd chance and placed another order .2nd order placed January 4th ****, order number #***********, with 3-5 day shipping. Chatted to support on January 9 ******************************************************************************** shipped. Support team said it would ship before January 12 ****. Received email January 11 **** stating the order was delayed and they did not have a time-frame for when it would actually ship. I chatted again to support to cancel the order because I went ahead and secured a different service provider after waiting 3 weeks for Nomad to arrive. They are refusing to cancel the order and refund my money. They have repeatedly said it's being "escalated" and then I receive an email a day later saying the order will come, don't worry. I have had to chat in and call them repeatedly this week in this same loop. This is a scam company. There are dozens of other people on their social media ads leaving the same complaints as me.Business response
01/16/2024
This customer placed 2 orders with **********************, one on December 29, 2023, and then another on January 4, ****. The December 29, ****, order was cancelled and refunded on January 2, ****. This customer reached out to us to cancel the second order on January 12, ****. The order was cancelled, and a refund was processed on January 14, ****. We hope that this resolved this customers issue and if they have any other issues or concerns, we ask that they reach back out to us so that we can further assist them.Customer response
01/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but it is ridiculous that I had to resort to filing a complaint with the BBB in order to resolve this.
Regards,
***************************Initial Complaint
01/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Nomad Internet Here is the detail on Nomad behavior when I inadvertently signed up for the service without knowing that the company is basically dishonest.Image 1 shows the acknowledgement from Nomad on 7/13/23 that the company has received the modem that I returned. Refunds were supposed to be made within ***** business days and it has now been more than five months since Nomad agreed to refund my purchase price.Image 2 shows all the amounts adding up to $****** that Nomad applied to my Barclays credit card. On 7-28-23 and 9-7-23 Nomad was still charging for service. ********* refunded some of the charges but would not reverse charges totalling ******Business response
01/17/2024
This customer purchased their ********************** membership on June 27, 2023. The device was delivered on June 29, 2023. Per Nomad's terms of service, the customer has 7 days from the date of delivery to determine if they would like to keep the device or return it for a refund. We received this customer's device back on July 18th and his account was cancelled. If the customer used another email address besides: ****************** to communicate the cancellation, please respond with the email address so that we look into those tickets. He was also refunded all monthly charges from June and July were also refunded. Since this customer did not start the return process until after the 7 days, the customers membership is non-refundable. We thank this customer for giving ********************** a try.Customer response
01/18/2024
Complaint: 21139035
I am rejecting this response because:I received the modem on July 3 and immediately determined that it was totally useless. I got an RMA number (see included document please) and mailed it on July 3 at the post office (see **** tracking detail please). The ** indicates that Nomad received the modem on July 7.
As usual, Nomad is lying when the say they received it on the 18th.
Thank you very much for the valuable service that the BBB makes available.
Regards,
***********************Business response
01/23/2024
Thank you for the *** tracking information. With this information we were able to determine that the customer was within the ***** refund time period. Per Nomad's Terms of Service, the customer's refund was processed for $399.90 on January 23, ****. The refund amount was for the device minus the shipping cost ($24.86). We thank this customer for giving ********************** a try and we apologize that our service was not what they were expecting. We thank this customer for allowing us the opportunity to correct our mistake. If they have any other concerns or issues, we ask that they please reach out to us via live chat, phone or email.Customer response
01/24/2024
Complaint: 21139035
I am rejecting this response because:In the face of indusputable facts, and only because of the timely intervention by the ********************** Nomad has after six months agreed to refund the fraudulent charge of ****** for the worthless modem the company sent me last *********** *********** still owes me $199 and I am not disposed to letting Nomad get away with that fraud either.
I include the following two documents. The first document shows the Nomad refund policy stating that they will refund all hardware and monthly charges if the equipment was returned on time. Nomad received the equipment after four days complying with the refund policy as established by the *********** documents I provided a week ago. The Nomad Fraudulent Activity document shows all the charges and refunds that Nomad made on my ********* credit card. Some of the refunds are from Nomad and the others were made by Barclays Bank. Nomad first billed me $199 for the first month of activity. I cancelled the service immediately on 7/3/23. That didn't stop Nomad from continuing to bill me for the service even though I did not get five seconds of Internet connectivity from the deal. Not only that, they decided to enrich themselves further by billing me twice a month instead of just once. In addition to $199 for the first month, Nomad billed me for $199 on 7/6/23, again on 7/27/23, again on 8/27/23, again on 9/7/23. During this time I contacted ********* and the bank refunded those amounts but then reapplied another $199 on 9/13 when the bank decided to wash its hands of this problem and to let Nomad apply its fraudulent amounts. The net result of all this is that I am still owed $199.
Regards,
***********************Business response
02/01/2024
A refund in the amount of $199 was processed on February 1, ****. Please allow 5-7 business days for them to be posted to your account. We thank this customer for allowing us the opportunity to get their issue resolved.Customer response
02/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered rural internet through nomad. Nowhere did it say it only worked on ******* towers, the closest towers to me is over 60 miles away. I didn't have the modem even 24 hours and returned it. They refunded $119 for the service plan but will not return the money for the modem. I was told they would refund only $49.90 of $116 for membership, activation and shipping. I clearly don't have a membership for something that won't work at my location. I paid $16 to ship it back, I'm out that money too! The ***** AG has a pending lawsuit against them also. I want my hard earned money returned for something I could never use to begin with.Business response
12/29/2023
This customer purchased a ********************** membership on December 13, 2023, and it was delivered on December 15, 2023. This customer contacted our customer support team on December 18, 2023, requesting cancellation due to the fact that they did not have adequate service at their location. The customer was sent the return instructions, and she returned the device to **********************, per the terms of service. Once the device was received the billing team refunded the customer the monthly fee of $119 and also a portion of the membership was initially refunded. Based on the terms of service the shipping fees and activation fees are nonrefundable. After looking at the customer's account it was noted that the customer received free shipping and due to the mistake, that was made on Nomad's part with the initial refund, we refunded the entire amount of $116.91, which included the activation fee. We apologize for this mistake and thank the customer for allowing us the opportunity to correct this for them.Customer response
01/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 12/2/2022 our Nomad Internet service was interrupted. After a couple days of back and forth of them telling me to go purchase a SIM card (that was never reimbursed to us) it took until 12/7/22 to find out that our subscription was ended with no notice and being turned into a ******* service (see An Open Letter From Our Founders). We received the email explaining that as a Legacy member we had the ability to keep our service at $99 per month and purchase a new modem from them. Because they could not guarantee that our old bring-your-own device modem would be supported by the new SIM card, we agreed to purchase the $199 Nomad Air modem advertised in their open letter and continue our month-to-month plan and not purchase an annual subscription as we were expecting Starlink to be available in our area by the end of 2023. On October 26 when our Starlink service was initiated and we unplugged the purchased Nomad Air modem, we called the cancellation line as instructed by customer service to let them know that we were no longer using their services and to cancel. When they asked for the modem back, I informed them that if they look back on their records, they will see we had purchased the modem so it was ours and there was no further communication. Then we were billed for the monthly subscription again on November 8. I reached out to customer service, and then we get an email saying in order to cancel our service we had to return the modem. Lots of back of forth, and on November 22 they agreed to refund the full price of the modem upon receipt of the tracking number for the return (See 'Customer wants to cancel the subscription' attachment). We still have not received the refund for the return. They acknowledged receipt of the equipment. We get conflicting emails saying your refund will be processed in 1-3 days, then another saying there will be no refund (see attached emails). Back and forth. We just want the $199 that was promised.Business response
12/29/2023
This customer has been a Nomad customer since August of 2022. This customer purchased the Nomad device in December 2022 during Nomad's big transition. This customer continued service with us until November 2023. In November the customer cancelled service with Nomad due to getting another provider at their location. Per Nomad's terms of service in order to cancel service the customer must return the device. This customer had an email stating that in December 2022 they purchased the device and therefore wanted a refund of $199 if they were to return the device. This refund was approved by our billing department and the $199 refund was processed on 12/29/2023. We thank this customer for allowing us the opportunity to get this issue resolved and thank them for being a Nomad customer.Customer response
01/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *******Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I don't have the money for another month of service, I need to send the modem back, and they're refusing to send me a label after I have requested one, multiple times, because I can not afford to ship it myself.Business response
12/06/2023
This customer purchased his ********************** Membership in July of 2023. The customer reached out to us on November 29 requesting to cancel his Nomad account stating he was no longer in a rural area and had access to fiber internet. The customer was sent the return instructions, along with the *** number. The customer states that they are unable to pay for shipping to return the device in order to cancel the service, but the customer has agreed to the Terms of Service when signing up for Nomad, which states in order to cancel the customer is responsible for returning the device. A member of the customer service team has reached out to him via email in order to get a resolution, but at this time the customer is responsible for returning the device to **********************.Initial Complaint
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a modem and first months Internet from nomad Internet. A rural provider for satellite Internet. At the time I needed to be able to use Internet for work and my kids needed access for school. my current Internet cut in and out causing work stoppage and school assignments to go incomplete. I purchased nomad as a resolution. I purchased the internet/modem on 9/27/23. It was shipped on 9/28/23. I received the modem via ***** 10/01/23 called in to activate service on 10/02/23. At that time the modem was not working properly. It kept a red light and would not activate. I called the help desk to get help with the device. The technician I talked to was very confused and kept trying to tell me to put things in hole that were not on the device and to troubleshoot by restarting the device. I followed her directions and tried to get the red light to turn green with her directions. The light stayed red no matter what we did. The tech filed a ticket to have someone reach out for more trouble shooting. I wanted for 2 days and no one reached out. She said they would be calling me back at most in 48 hours. After no call back, I called back in to file another ticket, advise I hadn't gotten a call back and cancel my service asking for a refund. All of this was within the guaranteed refund dates. When I originally made the purchase it was from a ******** advertisement that said I would have a 14 day guarantee. Which seemed far too short for proper testing and returning equipment. I thought when I got the equipment I would try it immediately so I could know for sure so I could know what the service is. After I called back and ask for a full refund I got another email asking if I for sure wanted to cancel, I advised I did . I paid $335.46 for a modem and one month of Internet in advance. The modem was broken and I ask for a full refund 5 days after receiving the modem/trouble shooting with techs to no working resolution.Business response
12/05/2023
The customer purchased the ********************** membership on September 28th and it was delivered on October 2, 2023. The customer contacted customer service for assistance in getting the device to work and after waiting for customer service to return the call, the customer decided to cancel the service on October 4, 2023. The customer was sent the information on how to return along with the *** number on October 8, 2023. This was a delay on Nomad's part and this when looking at the timeline, it seemed as though the customer was outside of the 7 day trial period. After reviewing the customer's account, it was determined that the customer was owed a refund for the membership, minus the shipping and activation fee, per Nomad's terms of service. The refund was processed on December 5, 2023 in the amount of $265.46. We thank the customer for allowing us the opportunity to get this issue resolved. If they have any other questions or concerns, we ask that they reach out to us via email or phone call.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
625 total complaints in the last 3 years.
56 complaints closed in the last 12 months.