Complaints

This profile includes complaints for NMSurf, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NMSurf, Inc.

  1308 Apache Ave Santa Fe, NM 87505-3212

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  NMSurf, Inc.

  5312 Jaguar Dr Santa Fe, NM 87507-1827

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:09/13/2022

  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.

  We are set up with auto pay our monthly bill is always paid on time.
  In March 2022 we were forced to pay an upgrade fee after several months of spotty internet service. We pay for internet and want reliable service. They promised the upgrade would fix the situation. We reluctantly paid 350
  For the upgrade and agreed to pay 100 a month 20 more than we were already paying.
  Fast forward 6
  Months and surprise... the internet suddenly is not working... again. We have not had internet since Saturday September 10th. Yesterday a manager was rude saying that we will not be refunded for services not provided because we likely interfered with the system. They are demanding that we pay a 150.00 service fee for them to come out and evaluate why the service is not working.

  Business Response

  Date: 09/14/2022

  We are sorry about the problems that *** ****** is experiencing; however, NMSurf did not 'force' ** ****** to do anything as she suggests. *** ****** was experiencing problems with her connection in March, NMSurf offered ** ****** either a free re-alignment to a different transmitter site, or she could upgrade to better equipment which would allow for faster speeds. ** ****** agreed to the upgrade. NMSurf has no record of ** ****** paying $350 for anything. Then, on Sep 9th at 9:58 PM in the midst of a thunderstorm, ** ******** service went down. During troubleshooting with technical support, it was determined that a Service Call would be necessary to resolve the issue as it was likely a lightning strike from the thunderstorm that is causing her problem. Per NMSurf's service agreement that ** *****n signed, NMSurf is not responsible for power surges due to lightning. Also, per NMSurf's service agreement, Service Calls are a chargeable fee. All of this was made very clear to ** ******* ** ****** agreed to all of this in writing by signing our Service Agreement.  *** ****** was also sent a copy of her Service Agreement, pointing out the pertinent section. ** ******* however, feels that contrary to her signed Service Agreement, that not only should the Service Call be free, but so should the repair to her equipment. Her monthly Internet Service bill does not cover equipment damage, nor does it cover the cost of Service Calls. ** ****** is 100% aware of this.  NMSurf is more than will and happy to go and resolve the issue, and will waive the service call fee; however, if the antenna is bad due to lightning, there would be a charge for the antenna.  If this is not acceptable, because *** ****** does not agree to be bound by the contract, we can terminate the agreement and retrieve the damaged equipment.

  Customer Answer

  Date: 09/15/2022

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

  We had been calling weekly to report that service was off line. Service worker for a few days and we would have to call again. We were never compensated for the days we did not have internet service. We were told they don't do that. We finally agreed to pay for the upgrade hoping to be done with the crappy service. We had to pay for the upgrade before they would even consider making the appointment. They refused to be available when it was convenient for us. We had to take 2 days off work because they set a date then couldn't make it and rescheduled after they didn't show up on the first day. We agreed to lease the equipment, be ause if we purchased we wouldn't know one thing about keeping it up and running. We did not realize that leasing did not cover cost to keep it functioning. When they called yesterday to offer us a free service call, they asked for me to sign an agreement to pay  600 dollars to repair the satellite that we were leasing. Tha man told me your home owners insurance will cover the cost, so what's the big deal. The big deal is if I do this my insurance goes up, this is not an option I wish to take.  When I refused to agree to pay the 600 dollars they told me they would come out to collect the equipment that we were leasing and our account would be closed. So happy to be out of this ridiculous agreement.
  
  
  
  Regards,
  
  
  
  ********* *** **** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/16/2022

  We are so sorry that you are dissatisfied.  All of the terms are discussed in the contract you signed.  It clearly states that if lightning is a cause of damage, that the homeowner is responsible and should make a claim out of their homeowners insurance.  The only way for us to know if the equipment was damaged by lightning is to send it back to the manufacture for inspection.  If after they inspect it, there is no lightning damage, they will replace if it is under warranty; however, you did not want to accept the terms per the contract you signed.  Additionally, we do credit for outages that are beyond 5 days per the contract that you signed.  At no time was the service otr for more than 5 days.  We have terminated your agreement and retrieved the equipment.  We wish you the best!

  Thanks,
  NMSurf