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:07/29/2026

  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 Against NMSurf I scheduled an installation with NMSurf but decided not to move forward because I have a Spanish tile roof and was concerned about the possibility of damage during the installation. Before any installation work was performed or any equipment was installed, I canceled the appointment for that reason.After canceling, I requested a refund of my installation deposit since NMSurf had not provided any service, installed any equipment, or incurred the costs associated with completing the installation. Despite this, the company refused to refund my deposit.I believe it is unreasonable for a company to retain a customers installation deposit when the installation never occurred and no services were rendered. I made the responsible decision to avoid potential damage to my home and canceled before any work began, yet I was still denied a refund.I am asking the Better Business Bureau to assist in resolving this matter by encouraging NMSurf to refund my installation deposit in full. I believe this is a fair and reasonable outcome given that no installation or service was ever provided.

  Business Response

  Date: 07/29/2026

  REMOVED, your description is not consistent with our records. Our technician arrived for the scheduled installation and was prepared to complete the work. Because your home has a Spanish tile roof, the technician explained that the antenna would not be installed directly on the tile and offered an alternative mounting location on the side of the roof.
  
  The installation was not completed because you declined to allow the technician to drill the required cable-entry hole through the side of the structure. This decision occurred after the technician had already been dispatched to the property and was ready to perform the installation.
  
  Installation deposits help cover the costs associated with scheduling, dispatching, and compensating the installation contractor. Those costs were incurred even though you ultimately chose not to proceed. For that reason, the deposit was not refunded.
  
  We respect a homeowners decision not to authorize work on their property, but it is important to clarify that the appointment was not canceled before our technician arrived and that NMSurf was ready to complete the installation. We are disappointed that you are being disingenuous and your statement does not accurately reflect these circumstances.

  
  

  Customer Answer

  Date: 08/01/2026

  I am rejecting this response for complaint ID REMOVEDbecause:
  
   I disagree with your characterization of what occurred.
  When I scheduled the installation, I was never informed that a Spanish tile roof would require drilling through the side of my home or that the standard installation could not be performed. Had that information been disclosed beforehand, I would have canceled the appointment and neither of us would have incurred unnecessary costs.
  When your technician arrived, I was presented with an installation method that involved drilling into the side of my home. That was not an option I was willing to approve, particularly since it had never been discussed before the appointment. Declining an installation method that was not disclosed in advance is not the same as canceling a standard installation.
  The issue is not that your technician wasnt prepared to work. The issue is that the proposed installation materially differed from what I reasonably expected and from what was communicated when the appointment was scheduled. As a homeowner, I had every right to decline drilling into my homes exterior after learning that was required.
  What made this situation even more frustrating was what happened afterward. While I was actively disputing the original installation charge, NMSurf assessed multiple additional fees, including a collection fee, before the underlying dispute had been resolved. Penalizing a customer for disputing a charge that is still in good-faith disagreement is unfair and only reinforced my concerns about how this matter was handled.
  I also object to being described as disingenuous. My review reflects my experience as a customer. Reasonable people can disagree about responsibility, but questioning my honesty is unnecessary and unprofessional.
  I continue to believe that, because the installation could not proceed using the expected method and the alternative requirements were not disclosed in advance, and because additional fees were imposed while the original charge was still being disputed, a refund of the installation deposit and removal of the additional fees would be the fair and appropriate resolution.
  
  
  
  Regards,
  
  REMOVED

   

  [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: 08/03/2026

  NMSurf respectfully disagrees with the customers response and maintains its position.
  
  The customer now states that drilling into the exterior wall was never disclosed before the installation appointment. That assertion is directly contradicted by the installation agreement completed before the appointment.
  The agreement expressly states:
  
  In order to bring the service into your home, an NMSurf technician will run a shielded Ethernet cable connected to the wireless antenna from the roof to a room inside your home where you designate. To accomplish this task, a hole about the size of a nickel will need to be drilled through the outside wall where the cable runs down to the inside wall. This hole will be sealed with a plug and silicon to ensure a tight seal.
  
  After receiving that disclosure, the customer identified the homes wall type as Wood Frame. The need for an exterior cable-entry hole was therefore clearly disclosed and acknowledged before the installation was scheduled.
  The agreement also clearly states that the installation deposit is nonrefundable if the customer cancels the scheduled installation before the installation date. The customer answered Yes when asked whether he understood that provision.
  
  In this case, the customer did not cancel before the appointment. The technician traveled to the property, arrived as scheduled, evaluated the installation, and was prepared to complete the work. Because the home had a Spanish tile roof, the technician appropriately declined to mount the antenna directly through the tile and instead proposed mounting it along the side of the roof. The cable would then have entered the home through the exterior wall in the manner already described in the agreement.
  
  The customer had every right to decline the proposed mounting location or to refuse permission for the technician to drill the cable-entry hole. NMSurf did not perform any work without authorization. However, declining the installation after the technician arrived does not convert the appointment into a prior cancellation, nor does it eliminate the costs NMSurf incurred in scheduling, dispatching, and compensating the installation contractor.
  
  The customers statement that the drilling requirement had never been disclosed is disingenuous in light of the written disclosure he received and answered before the appointment. This is not simply a difference of opinion or characterization. The agreement expressly disclosed that drilling through an exterior wall would be required to bring the service into the home.
  
  Regarding the additional charges, the customer disputed the original transaction through his credit-card company, and the installation payment was reversed. NMSurf therefore no longer retained the installation deposit. The resulting balance and applicable chargeback-related fees were billed to the account because REMOVEDhad already incurred the contractor and dispatch expenses associated with the appointment. When that balance remained unpaid, the account proceeded through NMSurfs ordinary collection process. These actions were not taken to penalize the customer for expressing a disagreement; they resulted from the reversal of the payment and the remaining unpaid account balance.
  
  The customer is effectively requesting that REMOVEDabsorb the full cost of a completed contractor dispatch after he declined an installation method that had been disclosed in writing before the appointment. NMSurf does not believe that would be fair or appropriate.
  
  NMSurf therefore declines the request to refund or waive the installation-related balance and associated fees. We consider the matter resolved and respectfully request that the BBB close the complaint based on the documentation provided.

• Initial Complaint

  Date:06/23/2026

  Type:Product Issues
  Status:

  ResolvedMore 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 signed up for internet from NMSurf, canceled my starlink. I work from home and rely on this for my lively hood. They promised an internet that was reliable. In the first month of service they were down over 50 hours of the month. Leaving us with no internet for our house sitter while out of the country. The overall uptime was around 80% for the month. My internet is still down. As far as I am concerned we are moving back to REMOVEDbut the company wont give me my money back. They said the service is as is and does not have ANY guarantee at all. The service they provide is not reliable, nor is it even acceptable at the level they provide when we live in the REMOVEDand rely on this for safety and security. I have requested ALL of my money back from installation fees to the one month i have paid for. They are refusing.

  Business Response

  Date: 06/24/2026

  NMSurf has reviewed Mr. REMOVEDcomplaint and respectfully disputes the requested refund and release from his service agreement.
  Mr. REMOVEDsigned up for NMSurf residential internet service under Order No. REMOVEDand entered into a 2-year residential service agreement. His agreement states that the service is provided as a residential/best-effort internet service and does not include a business-class service level agreement, dedicated uptime guarantee, or guaranteed speeds. While residential service may be used for work-from-home purposes, it is not the same as a dedicated business circuit with SLA remedies, priority repair commitments, or guaranteed availability.
  
  NMSurf takes service concerns seriously and provides technical support so that reported issues can be reviewed, diagnosed, and corrected where possible. After reviewing the network records available to us, NMSurf does not find evidence supporting the claim that Mr. REMOVEDexperienced more than 50 hours of confirmed NMSurf network downtime. Our records show only a small number of brief outages, approximately two to three events lasting around two minutes, related to a DDoS event. There was also an issue affecting the Sandia Crest path that could have contributed to intermittent service or packet loss for some customers, and that issue has since been corrected.
  Mr. REMOVEDalso raised DNS/routing concerns. Our review indicates that his network was configured to use REMOVEDDNS rather than NMSurf-provided DNS. NMSurf is not responsible for the performance, availability, or behavior of third-party DNS providers. We remain willing to assist in troubleshooting connectivity, but issues caused by third-party DNS services, customer equipment, customer configuration, outside REMOVEDconditions, or other factors beyond NMSurfs direct control are not considered confirmed NMSurf service downtime.
  
  NMSurf also reviewed Mr. REMOVEDaccount usage during the period in question. The account used approximately REMOVEDGB of data from May 18 through May 31, 2026, and approximately REMOVEDGB from June 1 through June 23, 2026. This usage indicates that the service was actively passing traffic during the period in dispute and does not align with the claim of continuous or near-continuous outage for more than 50 hours.
  The NMSurf service agreement provides that service interruptions may occur from time to time due to various factors, including maintenance, upgrades, power issues, network events, and other conditions. The agreement also states that if the service becomes unusable and cannot be restored within 5 working days, the account may be eligible for a service credit. Based on the records available to us, Mr. REMOVEDservice does not meet that standard for release from the agreement or a full refund.
  
  Mr. REMOVEDis requesting a refund of $333.42, release from his 2-year contract, cancellation of service, and removal of equipment. NMSurf is not approving a full refund or release from the 2-year agreement because the available records do not support a qualifying service failure under the agreement. If Mr. REMOVEDelects to cancel service, the cancellation will be processed according to the terms of the signed agreement, including any applicable early termination charge and equipment recovery requirements.
  
  Although NMSurf does not agree with the requested refund or contract release, we have offered to continue troubleshooting the reported service concerns and, as a good-faith accommodation, offered a $25 service credit for the intermittent issues reported during this period. NMSurf remains willing to assist Mr. REMOVEDwith troubleshooting and to coordinate equipment removal if he chooses to cancel under the terms of his agreement.
  NMSurf respectfully considers the request for a full refund and release from the 2-year agreement unsupported by the service records and inconsistent with the signed service agreement.

  Customer Answer

  Date: 06/29/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. They are not wrong that I signed a best effort contract, there offer to make a really bad month for them right was too small at 25 dollars and I fundamentally disagree with them on what downtime actually is from a concrete rules perspective. I will decline to continue to this complaint and accept that I have to keep there service for the term of the contract or pay to get out of it.
  
  Regards,
  
  REMOVED