Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company branch Darkbags: On 8/14/24 account changed ****** and another on 8/20/24 account charged ******. Two separate items.I made the order for two items on or about 8/14/24. Afterwards the Satellite phone store representative (***) stated that she would send a text with an order confirmation number. After a day or two, my husband (on my behalf) talked with Satellite phone store representative (***) again requesting the order confirmation number. They assured him that the would send it. After a couple of days my my husband called the company again, voicemail. We soon received a text saying to call back. My husband (on my behalf) on 8/19/24 called requesting an order confirmation number and or an order number. The company representative replied that Oh ya, the order has been shipped. On 8/27/24 we called the company because we had not received the package. The representative stated that we should receive it today or on 8/28/24. We called again, late afternoon on 8/28 stating that we still have not received the package. The representative (***) stated it was sent out on the 8/19/24 using ***** and gave us tracking number. We went to ***** website, which indicated that it was dropped off on 8/21/24 at 6:38 but could not produce photographic proof. I not sure whats going on? We live on a dead end drive with no neighbors around us and we were home that night. My husband called the company back on 8/28/24 and told the representative the before mentioned information. They replied look around, ***** likes to stash packages and said that she is busy and hung up the phone. They refuse to help. Our main point is if they would have gave us the order confirmation number or the order number we could have monitored *****, step by step. Thats if it was sent. Their disorganization is costing my husband and I almost $500.

  Business Response

  Date: 09/12/2024

  We go out of our way to take care of the customer, We show that the package was delivered  fed-ex tracking # ************ Aug 21. When the customer called in to complain that they did not get it or it was stolen of their property , We sent them out a replacement at no additional charge. This time we used *** tracking # 1Z278R470210478303 shows delivered September 3.  We are sorry for the delayed reply but we are a small company and most of us wear multiple hats. 

  Contact me direct if anything else is needed

  ************

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a stroke on OCT.14. To use my phone I need to walk 1/4 mile to a clear area.I live in snow country in the mountains. I cannot walk now. So would like to cancel my phone. I talked to a lady about this this morning and she suggested I write to you to cancel Thank you,***************************

  Business Response

  Date: 12/20/2023

  First we are sorry that our cancellation policy is strict , but it is for good reason. This is a policy we must enforce to avoid any liability and misunderstanding of active service on this emergency device. We will work with ****** in any way we can to resolve this matter to cancel her satellite phone service. She can send by mail a letter of request if her email ******************* is no longer an option. In the case of cancellation of service on her satellite phone, we need to have in writing from the account holder to cancel service.     We are sorry to hear of *************************** health condition and pray for her quick recovery. 

  Service Terms and Conditions
  TERMS AND CONDITIONS
  
  Notice: This Service Agreement is for a minimum of one (1) year. All airtime is billed from ***************** in **** Dollars (USD).
  (1) Availability of Limited Service:
   Service is generally available to satellite terminals equipped for this service when within the satellite footprint. Service is furnished to Customer or Customers authorized user. A ************************** number *** not appear in more than one terminal. Customer has no property right in such number. SPS reserves the right to assign, designate, or change such number, when, in its sole discretion, such action is reasonably necessary in the conduct of its business.
  (2) SPS Service: 
  Customer has contracted to have SPS provide the service and pricing under the terms detailed within this Agreement. Customer agrees to remain as a subscriber of the service for a period of ONE year from the date of service activation, and furthermore, agrees to pay any applicable activation, monthly service, service usage fees and any applicable taxes thereon. SPS reserves the right to change rates at any time. Unlimited plans do not cover calls between different satellite service providers. Example: Inmarsat phone calling an Iridium phone. Calls between different satellite service providers ((ie: Thuraya, Inmarsat, Iridium and Globalstar) will be billed $12 per minute. Unlimited service plans are available to US based customers only and 90% of the call time must be to a US based phone number.
  (3) Data Transmission Use & Dropped Calls:
  Due to the technical nature of data setups and the inherent sophistication of data transmission through a variety of operating systems, SPS makes no representation as to the success of data calls through the system. Customer agrees that all voice or data call attempts regardless of ultimate successful transmission and termination will be paid for and no credits will be given in the event of dispute of this nature. Along with potential incorrect use (i.e.: next to a building/obstruction), customer is also responsible for any voice or data transmission at optimum speed, whether intended or not. Customer has been made aware of potential for significant airtime bills and accepts this responsibility. All satellite systems have some inherent flaws and anomalies that can create dropped calls of either voice or data nature. Dropped calls will not be credited. SPS can provide data setup and technical support beyond the normal provided setup instructions.
  (4)  Changes/Early terminations/Contractual Limitations: 
  During the contract period, customer *** upgrade their plan to a higher plan, the price of the new plan will be invoiced at the time of the next bill cycle and any voice minutes or data bandwidth will be applied at that time. Changing any service plan will renew the contract period for 12 months as of the effective the date of the new billing.
  (5) *********************** plans automatically renew at the end of their term unless SPS receives notification in writing prior to the end of contract term.
  (6)  Assignment: 
  This Service Agreement cannot be assigned without the written consent of SPS.
  (7)  Notice of Change/Termination: 
  Notice of change or termination must be made in writing to the ******************************* no less than thirty (30) days prior to the expiration of any term of this Agreement. SPS reserves the right to terminate this Contract at any time during the contract period.
  
  Email to: **********************************
  Fax to: **************
  Mail: ********************************************************************;***
  
  (8) Invoicing and Guarantee of Payment of Services: 
  SPS will invoice customer monthly or annually depending on the plan. This bill is due and payable upon receipt unless Net terms have been established and approved for the account. Monthly recurring charges are billed monthly in advance. Customer understands that they are responsible for all air time charges, including but not limited to direct airtime, long distance and roaming charges (if applicable), and charges for any Customer-elected, value-added services (when available). Payment must be made in U.S. Dollars. Customer requests for direct billing are subject to credit approval and *** be subject to required deposits and/or direct payment by credit card or a guarantee authorized against a valid accepted credit card.
   (9)  Taxes: 
  The price of the service does not include sales, usage, excise, ad valorem, property or any other taxes now or hereafter imposed, directly or indirectly, by any governmental authority or agency with respect to the Service. Customer shall pay such taxes directly or reimburse SPS for any such taxes.
  (10) Deposits: 
  Mobile Satellite services are granted subject to credit approval by SPS. SPS requires the establishment of credit or the ability to pay invoices according to the established terms. Deposits *** be required for Non-US citizens or customers who do not have established credit. Customers will be advised prior to service activation if a deposit is required. Deposits will be refunded at service or contract termination and all airtime has been paid.
  (11) Foreign Credit Cards: 
  Foreign credit cards will be accepted only after a complete verification has been done with the issuing bank. The issuing bank must contact the credit card holder and confirm the authorization for the charge to be approved. Verification of foreign credit cards *** delay order processing for up to 72 hours. All deposits for terminals will still apply. SPS reserves the right to decline any credit card transaction.
   (12) Non-Payment / Breach: 
  A late charge of the lesser of 1-1/2% per month will be applied to each of Customers service bills not paid by the due date. This late charge is applicable to the unpaid balance as of the due date. Customer shall pay SPS all costs including, without limitation, reasonable attorney fees, the fees of any collection agency, and any other costs incurred by SPS in exercising any of its rights under the Agreement. Should ***************** be suspended for non-payment SPS will charge a decommissioning or re-activation fee of $250.00 per mobile terminal for re-activation of the suspended terminal. Additional deposits *** be required after such an event. SPS charges a fee of $35.00 for returned checks.
   (13) Limitation of Liability:
  The satellite services provided by SPS *** be temporarily interrupted, delayed or otherwise limited and is not available everywhere in the world. SPS makes no representation that it can provide uninterrupted service. Furthermore, SPS shall have no liabilities or credit due for interrupted service unless caused by the gross negligence of SPS. SPS shall not be liable for acts or omissions of other carriers, equipment failures or modifications, acts of God, strikes, government actions, or other causes beyond our reasonable control.
   SPS MAKES NO WARRANTIES WITH RESPECT TO THE SERVICE OF ANY KIND WHATSOEVER, EXPRESSED OR IMPLIED, EXCEPT AS SPECIFICALLY PROVIDED IN THIS AGREEMENT. THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR ANY PARTICULAR PURPOSE ARE HEREBY DISCLAIMED AND EXCLUDED. SPS SHALL NOT BE LIABLE TO ITS DISTRIBUTOR OR CUSTOMER OR ANY THIRD PARTY FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES.
  (14) Subscriber Terminals and Equipment: 
  Unless provided otherwise, SPS is not responsible for the installation, operation, quality of transmission, or maintenance of Customer equipment. If Customers equipment is stolen, Customer is responsible for all charges as agreed upon in this Agreement until proper written documentation is received and confirmed by SPS.
  (15) Licensing: 
  Customers wishing to operate satellite phones while in foreign territories shall be required to obtain any and all licensing or approvals that *** be required to operate within that territory. SPS does not guarantee any authority to radiate from territories other than those allowing trans-border operations of Inmarsat equipment. For more information on this, please consult with your SPS Account Manager.
  (16) Governing Law: 
  This contract is governed by the laws of the **************** and applicable tariffs.
  (17) CUSTOMER AGREES THAT ANY LEGAL PROCEEDING COMMENCED BY ONE PARTY AGAINST THE OTHER, SHALL BE BROUGHT IN ANY STATE OR FEDERAL COURT HAVING PROPER JURISDICTION WITHIN THE ****************. BOTH PARTIES SUBMIT TO SUCH JURISDICTION AND WAIVE ANY OBJECTION TO VENUE AND/OR CLAIM OF INCONVENIENT FORUM.
  (18) Return/Refund policy
  30-day return policy. Returnable product will be subject to a 20% restocking fee, and shipping costs are deducted from any refund. Product must be in the same condition as sold to customer with the product manuals and packaging included in the return. Customer should also ship product back at their own expense in a verifiable manner (ie. Priority mail confirmed delivery), and packed in a reasonable way to avoid product damage. If product was defective, then SPS or the product manufacturer will cover the shipping costs. In most cases, we ship the replacement equipment to the customer, and the customer returns defective equipment back in a pre-paid shipment box.
  NON-RETURNABLE and NON-REFUNDABLE items include: Prepaid Airtime Cards | *************** Plan Charges | Docking Stations | Cable | *************** Systems from Cobham, Intellian and KVH | Satellite ********** systems from Intellian | VSAT satellite systems from Viasat, ******, Cobham or Paradigm | Any online order less than $100 | Special order or made to order products or accessories | GPS tracking units.
  
  By clicking the box below, typing your name and clicking confirm you agree to these terms and conditions. By completing and submitting the electronic order form or proceeding through the checkout process, you are making an offer to purchase goods which, if accepted by us will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a Bivy with 12 month service. At the end of the contract (of which I paid in full ahead of time), they just charged my credit card $73.91 on 3 Aug 23. Companies will let you know they are going to charge your card. I noticed the charge on my **** and I asked them to reimburse me for the charge and cancelled the service since the contract was complete. They shut down the service on 8 Aug **************************************** for the $73.91. They charged my credit card and won't even provide service for that charge and/or reimburse my ****.

  Business Response

  Date: 09/06/2023

  Customer *********************** purchased a bivy stick in exchange for a one year contract on our unlimited monthly service plan.
  
  Customer signed the agreement and the unit was shipped to:
  
  ***********************
  ***********************
  ***********, ********** 93308 
  
  The unit was delivered on August 8th, 2022.
  
  The customer called in on August 7th, 2023 and requested that we terminate the service. We informed the customer that we do require a written request to terminate service and a 30 day notice.
  
  She advised us that she would be sending the request to terminate service via email.
  
  The request was received on August 7th, 2023 (attached) and her service will remain active until September 7th, 2023.
  
  If the customer is able to provide an email / written notice of a request for earlier termination, we will be more than willing to process a refund to the credit card on file.
  
  Below is a copy of our notice for termination / changes that the customer signed:
  
  (7) Notice of Change/Termination:
  Notice of change or termination must be made in writing to the ******************** Department
  no less than thirty (30) days prior to the expiration of any term of this Agreement. SPS reserves the
  right to terminate this Contract at any time during the contract period.
  Email to: **********************************
  Fax to: **************
  Mail: ******************************************************************

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20563225
  
  I am rejecting this response because:  They are taking my $73.91 and returning nothing.  *********** nothing.   That seems like a very good deal for them.  *********** can just charge your credit card after 12 months without a reminder or notice.  Not giving an advanced notice/reminder that they are going to start charging my credit card.  Not an email, nothing.   
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/13/2023

  Customer contacted us a few days after her August bill had processed and requested cancellation.
  
  We advised the customer that we do require a 30 day notice to terminate service and the terms of termination are in her terms and conditions that she signed.
  
  She informed us that she missed that part.
  
  She requested a refund, but because BIVY had already billed us, we were unable to process a refund.
  
  We did allow the customer to terminate at the end of the month in lieu of September 7th (30 days after the original request).
  
  We are not able to process a refund.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I purchase a Bivy with 12 month service. At the end of the contract (of which I paid in full ahead of time), they just charged my credit card $73.91 on 3 Aug 23. Companies will let you know they are going to charge your card. I noticed the charge on my **** and I asked them to reimburse me for the charge and cancelled the service since the contract was complete. They shut down the service on 8 Aug **************************************** for the $73.91. They charged my credit card and won't even provide service for that charge and/or reimburse my ****. On September 6, 2023 the company stated on complaint ********, "The request was received on August 7th, 2023 (attached) and her service will remain active until September 7th, 2023" The Email dated 16 August 2023 (attached) from their Billing Success Director "Ultimately, the service was terminated on the 8th of August". There is a contradiction... The Billing Success Director's name was covered on the email for privacy. I can provide the email with the name of the Billing Success Director, if requested, and is not in violation of any regulations or laws. Kindly request a reimbursement of the $73.91. It is the professional and correct thing to do. Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product from these scammers and con artists which I used for a while and cancelled months ago, and believed it was done. Today I got an email from these scammers notifying me that the credit card I'm using is expired, the payment has been declined, and this month (June-2023) is unpaid. I couldn't believe these low lives con artists had been charging me for months while they at the very least know that I am NOT using their product anymore. So I called them and the scammer who answer my call didn't wait a second to push back with all kind of excuses acting like he is the one hurt. My favorite excuse was; "I don't see any paper trail here that you cancelled the service". Really? Since when the customer needs to do the business housekeeping? So I checked how good is the scammers record keeping, and found out that I don't even have sequential monthly receipts for every month they had stolen my money. So they just put receipts every other month. Ex. ****, August, October, December, February and so on. The other receipts for the other months are not even there. So the whole thing was insult on top of injury all the way till the scammer made me explode. Since when scammers are the victims and the victim gets the blame? I concluded that as soon as you stop the feeding line of this kind of parasite company, they push back with such entitlement and bad attitude because they are used to get the money for a service not used anymore and that had been cancelled for months. So it's free money. Got it? This is the MOST UNETHICAL company I have dealt with in the 22 years I had been in this Country. Stay away from these con artists and scammers or you will lose money and on top of that they'll treat you like garbage. STAY AWAY. Not worthy at all.

  Business Response

  Date: 06/06/2023

  Thank you for contacting SatellitePhoneStore.com 

  We have reviewed the complaint. We show that ************************* processed and activated a satellite Spot Tracker on Aug 25, 2020 , He signed the service agreement to activate service Aug. 2023 04:49pm ************ agreement does stipulate  As to activation request must be in writing, so as the cancellation. We are not able to locate any such written request of cancellation. We have informed ************************************ if he sent this request in writing and we somehow missed it to please re-forward the original request.  we would gladly refund retroactive from the original email date.  
  

  As we attempted to explain to the customer all cancellation must be in writing. This is a critical standard that we will not deviate, so we have no mis-understand when the service is turned off in the event of need for emergency.  This is outlined in our service agreement that Mr. ******************************** signed stamped below.   

  Digital signature from IP address 2605:6000:151e:92a6:3c7
  

  First Name *******
  Last Name ***********************
  IP 2605:6000:151e:92a6:3c7
  User Agent Mozilla/****************************; CPU *********************** OS 13_6 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/13.1.2 Mobile/15E148 Safari/604.1
  Preferred Language en_**
  Created Aug 23, 2020 04:49 pm

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2021 I received a free satellite phone from these scam artists. The deal, according to the lying, scam artist salesperson named *********************, was that the phone is free and that I pay $99.95 for 12 months. Each month I would receive 150 minutes of sat phone time and the minutes would roll over and accumulate. ****, the liar, stated that at the end of 12 months that there were options. One option would be to stop paying anything, keep the hardware (phone) but not have ability to use the phone or minutes that had been banked. Another option, according to the despicable ****, would be to pay $19.95 a month to keep the phone and service active and retain use of the phone and banked minutes. This was all a lie, this is NOT an option. It was a lie to close a deal with me. I was told last week that they will continue to bill me $99.95 or I could downgrade to the cheapest plan of $64.95/month and keep my phone active or shut it off and lose use of it. STAY AWAY from these lying thieves. Talking to my lawyer brother in law now to find out what options I have to remedy this situation. Disgusting way to do business. STAY AWAY.

  Business Response

  Date: 12/19/2022

  To Whom it may concern:

  We disagree completely with the complaint.  We have over 40K customers and this has never been an issue before.  There is no reason why the Sales Agent would have said that to entice the customer to buy.  Our contracts are very clear and all monthly plans require a minimum of ********************************************************* change their plan.  See attached Customer Agreement Section 5. The Customer agreed to and electronically signed on Oct 12, 2021.

  Standby is an option that can be offered where the phone is deactivated and the customer would pay $20/month to keep their rollover minutes for when they reactivate their phone.  We have never or will ever automatically put a customer's ********************** on standby or any other plan for that matter without the consent of the customer.

  We have been in business for over 17 years, and sometimes have misunderstandings about our plans, which can be expected, but we have never intentionally mislead any customer into something that wasn't true.  We are not scam artist and our record with the BBB is very clear with only a few complaints over 17 years in business.  

  Let me know if you have any questions.

  *******************

  Director of Sales

  ************