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

• 

  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.

  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: 09/14/2022

  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.

  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
  

• Initial Complaint

  Date:09/02/2022

  Type:Order 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 initially signed up for internet service from NMSurf on 06/31/2020. By May 2021, the signal was spotty and the speeds were slow. I contacted NMSurf and was told that I needed to upgrade to a pricier package. I did and on 5/25/2021 signed a 2 year contract with NMSurf for 25Mbps internet service. I run an e-commerce business so the internet is critical to my finances . On 6/25/21 the internet was still sluggish and intermittent. I contacted NMSurf again and was sent an email on 6/27/21 from **** that said he had made some adjustments so I could have a better signal. The internet was never as fast as they advertised, but it worked more or less.
  On September 1st, my husband & I contacted NMSurf yet again to complain about the internet service as now it was sporadic and so slow that I could not use our home internet for downloading photos for my business or to stream shows on ******** 
  We were informed by **** that NMSurf had originally set the signal up to weave between 2 growing healthy deciduous trees in the distance. **** claims that the trees had leafed out and NMSurf would have to come to our house and physically move the antennae and that we would have to pay $150 for this. NMSurf claimed this was a maintenance service call and that it was not their fault that the trees grew. **** from NMSurf told us: "It's the desert who knew that the tress would grow?"
  We were told in no uncertain terms that we had to pay at least $150. We refused and left negative truthful reviews on ****** about our experience with NMSurf. Within minutes I started receiving emails from the owner, ****** ******** in which he bullied, threatened and harassed me to take down my ****** review. During this email exchange ****** ******** appears to have turned off our service out of maliciousness. Attached is a message from him where he admits to shutting off the service and says he will restore it if we take down the reviews on ******. This is extortion. I want out of my contract.

  Business Response

  Date: 09/08/2022

  Unfortunately *** ******* ********* facts are incorrect. *******, our office manager
  never stated that we pointed her antenna between two trees.
  
  
  1. *** ********* signed up for service in July of 2020, per her signature on the
  contract.
  2. Our service
  technician installed service in August of 2020.
  3. *** ********* signed off on the installation with our install technician, per her
  signed signature. At the time, there were no trees in the way of the
  antenna.
  4. *** ********* upgraded her speed from 5-10Mbps to up-to-25Mbps in May of 2021.
  5. *** ***** ****** *** *********** partner called complaining about service on August
  31st, 2022.
  6. It was indicated
  to him after some research that it is possible a tree grew up in the
  way of his signal to the tower site.
  7. It was explained
  that per the contract, NMSurf is not responsible for newly planted
  trees or existing trees that have grown out that were not there
  before. After further investigation, it looks like the neighbors
  trees are blocking the service, per pictures sent in by *** *****.
  These trees were not there at the time of installation.
  8. It was explained
  that we could go out and re-position the antenna to a different
  location on the roof to avoid the trees at a cost of $150 per hour
  and that it would normally only take one hour. This is all per the
  contract that *** ********* signed. See attached contract.
  9. *** ********* claims that ****** ******** is harassing her via email; however, *** ******** is not the owner as this is a corporation with stock holders
  and directors, and *** ********** name does not appear on any of
  NMSurf’s emails.
  
  
  We are very sorry
  that a tree is blocking *** *********** antenna signal; however,
  NMSurf is not responsible for newly planted trees at her neighbors
  home. *** ********* may cancel her contract at any time due to the
  lost signal; however, there will be a termination fee because trees
  are not the fault of NMSurf. *** ********* could also pay the $150
  per hour to get her signal and service back to normal with a
  re-positioning of the antenna.