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:04/21/2025

  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.

  I purchased the Ryoko equipment as well as docking stations and a 6 month unlimited data package in the amount of $183.58. However, they have interrupted my service because according to them I have used too much data and therefore they were throttling my account. Their version of throttling means I've been cut off. Period. They are telling me that my services won't be reactivated until the next billing cycle which begins on May 1, 2025. My complaint is; If I'm paying for an unlimited data plan, why has my account been suspended until May 1, 2025? I have asked repeatedly what the data limit is on my unlimited data plan. They have not responded. I have sent them various emails but the refuse to reactivate my account until May 1st. They sold it to me as an unlimited data plan which is obviously a lie. I have tried to reason with them and even explained to them what unlimited data means. They are aware, however I do not get unlimited. I have the invoice showing the unlimited data plan if you need a copy with my redacted information. Feels like this is some kind of scam.

  Customer Answer

  Date: 05/01/2025

  Hello, I have not heard back from you. Supposedly my unlimited data plan was to replenish today May 1st and I still don't have access. What is the next step?

  Business Response

  Date: 05/12/2025

  Dear Customer,
  
  We appreciate your patience and the opportunity to address your concerns.
  
  Please be advised that we have been in direct communication with you and have addressed your concerns promptly. During our correspondence, we explained that our service is subject to a Fair Usage Policy, which is clearly outlined in the Terms and Conditions you acknowledged and agreed to at the time of purchase.
  
  Nevertheless, we understand your frustration, therefore we have decided to initiate a refund of USD ***** which is equivalent to 3 months of data subscription.  Please see proof of refund processed attached. Depending on the bank, the refund may take up to 5 business days. We hope this addresses the situation.
  
  Should you require any further information or would like to cancel the subscription, please do not hesitate to contact us.
  
  Sincerely,
  Representative of Ryoko.

  Customer Answer

  Date: 05/22/2025

  I was unable to respond to your email as the access code did not work. Please provide outcome of complaint.

  Kind regards,

  ***

• Initial Complaint

  Date:03/10/2025

  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.

  $258.85. Is what I paid for a RYOKO portable router, a docking station, a 3-year warranty, a weather proof case, and $119.95 for data in which they took from my credit card Knowing through my emails to them that I have not been able to use my portable router since November of 2024. Ryoko has shut down all of their telephone services for customer service help. They claim that email is the only way to reach them, that they are flooded with email complaints, and that it could take some time for them to respond to my complaint. 5 months of waiting for them is enough. I am a disabled retired trucker and live only on my SSDI monthly payments. I simply cannot afford to be ripped off by crooks.

  Business Response

  Date: 03/24/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please be advised that a full refund has been processed for your first order (#ev7a89p). Attached herewith is the documentation confirming the refund. With regard to your second order (#**g57yo), a refund has also been initiated; however, please note that approval from the payment processor is required due to the order being placed over six months ago. We hope this resolution is satisfactory.
  
  Thank you for your understanding.
  
  Best regards,
  Representative of Ryoko

• Initial Complaint

  Date:03/04/2025

  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 ordered two routers and two packages on 2/14/2025. I tried to cancel my order on 2/16/2025 with no response from the business. I then tried to return everything after the devices arrived. There has been no response to my emails or support case.

  Business Response

  Date: 03/17/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please note that we have processed a full refund for your order. Attached you will find proof of the refund. Depending on your bank, it may take up to 5 business days for the refund to reflect in your account. We hope this resolution is satisfactory.

  Regarding the return of the product, we understand the inconvenience this has caused. Therefore, you do not need to return the item.

  We are also conducting an internal investigation to determine the root causes of this issue and are taking steps to prevent similar situations in the future.

  Thank you for your understanding.

  Best regards,
  Representative of Ryoko

• Initial Complaint

  Date:01/08/2025

  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.

  FALSE ADVERTISING; MISLEADING INFORMATION ON WEBSITE AND IN ADVERTISEMENTS; HIDDEN CHARGES The product offered for sale (portable WIFI router with sim card and cover) is described as easy set up and can be used as received with nothing else needed. This is false - you then have to sign up and pay for a separate internet service in order to have the product work. The site states they have a form I could complete to return the order, but the link on web page will not take you to the. form. I tried several different phone numbers to get help, none of the phone numbers were in service. My purchase was made December 13, items delivered December 19. Gifts given on Christmas Day December 25. Fortunately the recipients were smart enough to realize the truth about the gift before opening. I e-mailed Ryoku on December 26 asking for a full refund for 3 routers and 3 cases, all unopened, and instructions about where to return items. I received an automated response saying they were very busy and would get back to me. They did not; I resent my request; Same automated reply with a "ticket" number. I resent my request several times; no helpful response. Finally, December 7 they sent a response with very confusing, detailed instructions what to do. Provided a link to the contact form I must fill out; no contact form anywhere. Apparently I cannot go ahead with the return without this completed form. I tried Chat and the chat person left me hanging without information or help. Company is impossible to contact by phone, e-mail, chat or *************** fraudulent and a scammer. They owe me $228.90. Please help me. Thank you.

  Business Response

  Date: 01/20/2025

  Dear BBB,

   

  Thank you for bringing this matter into our attention.

  We would like to inform you that the customer has been fully refunded. The attached document serves as proof.

   

  We have initiated an internal investigation, in order to ensure a smoother experience for our customers.

   

  Best Regards,

  Representative of Ryoko

  Customer Answer

  Date: 01/21/2025

  Dear BBB:

  i sent the following email to Ryoko. They finally made the form available that I need to return the items. They made several unrelated offers to me instead of a return with refund. But I have informed them that I decline those offers and simply want a full refund of my money (which they are offering with a full return).

  My response to Ryoko:

  Thank you for responding. I do not want any of your offers. I am returning 3 Ryoko Pro devices ($177.00) and 3 waterproof cases ($51.90) for a total refund of $228.90. All are unopened and in original condition.
  
  
  Please credit a full refund of $228.90 to my original charge method. Shipping was free. I understand I am responsible for return shipping costs.
  
  
  Thank you for your swift attention to this matter.
  
  
  Sincerely,
  ****** ******

  
  

  Business Response

  Date: 01/27/2025

  Dear BBB,

   

  The Customer had already been refunded the indicated sum. To substantiate this claim, we are attaching additional evidence.

  As mentioned in our previous response, we have initiated an internal investigation in order to make sure that such misunderstandings do not happen again.

   

  Respectfully,

  The Ryoko Team

  Customer Answer

  Date: 02/11/2025

  Just to complete the process, the company Ryoko gave me a full refund as requested. They did this shortly after I filed a complaint with BBB, so I think the BBBs investigation was directly responsible for their response. Up until then, they had been completely unresponsive to my complaint/request.

  Thank you, BBB.

  sincerely,

  ****** Aubert 

• Initial Complaint

  Date:01/03/2025

  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 purchased a Ryoko mobile WiFi hotspot router. This was intended for my own use primarily for when the occasional times my internet goes out, because I work from home, when we lose power, we have a generator, but that does not help when the internet goes out. When I read about this device, I compared manufacturers and decided this one looked good for the price and reviews seemed good. When it arrived I opened the package and tried it out to make sure it worked. As it turned out, due to my companys security protocols, this device will not connect to my work laptop, so I decided to return it, the company advertised a 30-Days Satisfaction Guarantee, which starts from date of product receipt. I ordered the product on 11/29/24 and it was delivered on 12/10/24, which gave me until 1/9/25 to initiate the return. The company indicated that to initiate I needed to send a contact form to them with information, which I did on 12/21/24, well within the 30 day window. They responded back with an e-mail indicating that they are not able to accept a return once the package has been opened. That condition is not stated anywhere in their policy, even though they try to say it is. How do they expect customers to find out if a product works for a person unless it can be tried? I then tried to call the customer service number that is on the website, 5 times at this point, each time, the line is answered with a calling tree, I push the correct numbers to get to customer service, am sent to a survey about how the customer service was (?) and then the call is *************** is obvious to me that the company has no interest or intention in providing the service they advertised nor a satisfaction that is guaranteed. I paid a total of $139.00 for this and simply desire a refund of my purchase. At first, I was willing to pay the shipping, but now, because of the hassle from them, I would like them to pay shipping.

  Business Response

  Date: 01/17/2025

  Dear BBB,

  Thank you for bringing this matter to us. 

  We would like to inform you that the customer has already been refunded for the order. Please see the attached document as proof.

  We have initiated an internal investigation to make sure that such situation does not happen again.

   

  Best Regards,

  Representative of Ryoko/Viaota

• Initial Complaint

  Date:12/31/2024

  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 purchased ryoko devise on 11/2/24. Order#********. Paid $89 for devise, ***** for battery upgrade, ***** for extended warranty. Upon inspection of devise, no instructions, not knowing how to change data chip, or use it, I decided to return it. I finally got a email response that I couldnt return it because I used some of the data and I took the cellophane off the box to look at the device. I did not use any data. On 12/5 , I hooked it up with my phone and activated it, I was using it on 12/6. I was supposed to get 500 MB for 30 days usage. When I started using it, it said I only have seven days I emailed them about where my missing days are also wanted a refund on my extended warranty since this machine is no good to me. A month later, they say they dont refund warranties. They say I activated my Device without an active data plan . They say I used my 500mb, I used est. 100mb and only received 7 days to use it. While purchasing, nothing says it is mandatory to purchase their data plan. Since then I read that their plans end up costing more than quoted, also a lot of complaints from people of not receiving all the data they paid for. Also, The battery doesnt last very long, I have no way of knowing that the upgraded battery I purchased is an upgraded battery. When I purchased, they say I can use it with any carrier now its a different story. Im not sure I can find another company that I can use their data plan with this device. All in all ************ has different names, different addresses, ************* and other countries. They just want to take take take and give nothing back. They will not resolve any issues. I was stolen of my 30 days usage, if I could find another carrier that can connect to this, it will be a miracle, and the battery goes dead, really fast, not sure why I paid extra for a battery that dont seem to be working. This machine is of no use to me.

  Business Response

  Date: 01/09/2025

  Dear BBB,    

  Thank you for bringing the Customer's problem to our attention.    

  Please be informed Customer has been fully refunded for the order mentioned in the complaint. Please see proof of refund processed attached. We hope this addresses the situation.  

  We have initiated an internal investigation to identify the root causes of this situation. We are actively working on implementing measures to prevent such issues from arising in the future.    

   

  Best regards,

  Representative of Ryoko

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/19/2024

  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 bought the ryoko wifi router online around 11/5/2024 ordered 6 mos of service which came automatically with the router after a couple of days the unit did not work I emailed viaota another name they call themselves and no response then on 11/13/ ********************************************************************************************************************************************************************* at all

  Business Response

  Date: 11/27/2024

  Dear BBB, 
  
  Thank you for bringing the Customer's problem to our attention. 
  
  Please be informed Customer has been fully refunded for the order mentioned in the complain. Please see proof of refund processed attached. We hope this addresses the situation.
  
  We have initiated an internal investigation to identify the root causes of this situation. We are actively working on implementing measures to prevent such issues from arising in the future. 
  
  Best regards,
  ******, Representative of Ryoko

  Customer Answer

  Date: 11/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****