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.