Complaints

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

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  EcoATM LLC

  10121 Barnes Canyon Rd San Diego, CA 92121-2725

  
• 

  ecoATM

  10202 E Washington Street Indianapolis, IN 46235

• 

  ecoATM

  3919 Lafayette Road Eagle Creek, IN 46254

• 

  ecoATM

  49 W Maryland Street Indianapolis, IN 46225

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  EcoAtm, LLC

  3060 N National Rd Columbus, IN 47201

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:07/16/2025

  Type:Service or Repair 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 sent Gazelle my iPhone 15 Pro Max 256GB (Unlocked) after getting an initial offer of $573. The phone was in excellent shape always in a case, screen protector on since day one, no scratches, and battery health was good. Zero issues with charging or performance.Once they received it, they suddenly dropped the offer to $304, claiming the phone "does not consistently hold a charge" and has "more than the acceptable amount of scratches." Thats just not true. I take really good care of my devices, and this one was no ************ honestly feels like a bait and switch. They give you a good offer upfront, then once they have your phone, they lowball you with made-up excuses. Ive rejected the new offer and asked for my phone back.Just wanted to post this to warn others be careful with Gazelle. Based on my experience, it seems like they do this to a lot of people.

  

  Business Response

  Date: 07/18/2025

  Hello *******, 
  
  Thank you for contacting us regarding your recent transaction. We understand that this situation can be frustrating and appreciate your concerns. We received your device on 7/16 and notified you via email that it had visible scratches and was not holding a charge, which lowered the quoted amount. You declined the revised offer and requested that the device be returned. Upon review, we did not find any emails or phone calls from you requesting a reinspection. However, on 7/17, we proactively reached out to our warehouse team to reinspect the device before processing the return. Following the reinspection, they confirmed that the device was able to charge properly and determined that the initial charging issue was due to a faulty cable. As a result, were pleased to confirm that you were paid the full trade-in value of $573. We also sent you an email and left a voicemail on 7/17 to inform you that the device had been reprocessed and approved for full payment. You contacted us later that day, and we confirmed that the payment would be available for you to claim in your ****** account within 24 hours. As of 7/18, **** confirmed that the payment was successfully claimed. We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout the process. If you have any further questions, please dont hesitate to contact our ************* Team.

  Customer Answer

  Date: 07/18/2025

  Thank you for your professional response. I appreciate it and hope that in the future, Gazelle evaluates devices more carefully so issues like this dont happen and customers dont feel like theyre being ripped off.
  

• Initial Complaint

  Date:07/08/2025

  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.

  Jun 20th I sent 3 phones to ecoATM/Gazelle after they had quoted me a price giving them my ****** account. When they finally checked them in as received 10 days later, they then lowered the price on all 3 phones, the two oldest phones about 1/2 so I accepted the offers 6/30 but I had almost new S24 the quoted at $312 then countered with $64?! Back on their website they offer me the same $312...Total bait and switch move so I politely declined their counter offer and asked for the phone to be return. Well July 2nd when they sent me tracking number and it is still at their facility as of July 8th. On top of that I have not been paid for other two phones and no one seems to have a clue there what is going on!? I have called their foreign country customer service a dozen times trying to get some resolution but every time I call I have to start the whole process of what/why/when/how, its a hour each time waiting on hold and back and forth and this is being escalated and I would be contact in hour or email. Once I hang up I have received a reply or follow up. They have wasted my time and at this point have stolen my property....the last call to customer service they said the same thing so I asked them just to cancel all orders and send all my phones, all she said was that she would note it, WTF? She was blatantly ignoring that I wanted my property back. I have never received a help desk ticket so I and they can track this problem. I would like my property returned if I am not going be compensated. And I would like to talk to someone in the American office/facility where my property is at. As of now my only recourse is to call the local authorities in ********* or ********** or ***** (somewhere).I feel like this a giant scam and they just keep giving you the run around until you give up and they just steal from you because they are not local to you. Its ridiculous and I knew I should have stuck with Amazon and that Gazelle high offer was too good to be a real offer.

  

  Business Response

  Date: 07/14/2025

  Hello *********, thank you for contacting us regarding your recent trade-ins. Were sorry to hear about your experience and understand how frustrating this process may have been. We received trade-in SR99095103164 for an Apple iPhone SE (3rd Generation) 128GB (Unlocked) on 6/27, which was processed on 6/30. Upon inspection, the device was found to be a 64GB model instead of 128GB and had a cracked screen, which lowered the quoted amount. You were notified of the revised offer on 6/30 and accepted it the same day. We also received SR57041577097 for an Apple iPhone 15 Pro Max 512GB (Unlocked) on 6/27, which was processed on 6/30. The device was identified as an Apple iPhone 14 128GB (AT&T), and it did not power on or allow phone calls. As a result, the quote was adjusted, and you accepted the revised offer on 6/30. For SR29852916228, a ******* Galaxy S24 128GB (Unlocked), processed on 6/30, the inspection showed the original carrier was T-Mobile and that the device had missing buttons, which impacted the value. You declined the revised offer on 6/30, and the device was returned to you on 7/2. We emailed you the return tracking number for your reference. On 7/3 and 7/7, you contacted us regarding the status of your payment. Upon review, we identified an internal error and escalated the matter to our Finance team for resolution. You also requested to have your devices returned; however, once an offer is accepted, we are unable to retrieve and return the device per our standard policy. As of 7/10, we reviewed your claim and confirmed that payment for two of your trade-ins was successfully issued to your ****** account on 7/9. On 7/11 and 7/14 we attempted to reach out to confirm the tracking information provided previously via email was received for your returned device. If you have any additional questions or need further support, please dont hesitate to contact our ************* Team. 

• Initial Complaint

  Date:07/04/2025

  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 find the exp atm a ******* ultra s25 and they didn't pay me

  

  Business Response

  Date: 07/08/2025

  Hello ******, thank you for contacting us regarding your recent transaction. Were sorry to hear about the inconvenience and truly understand how frustrating this situation must be.On 7/4, you reached out to report that your ****** payment had not appeared in your account and we advised that payments can take up to 48 hours to *********** requested to speak with a higher-level representative, but unfortunately,the call was disconnected. You called again on 7/6, letting us know that the payment had still not arrived. Upon reviewing your transaction, we found that it had been canceled and the funds were returned. We advised that, due to this,a check would need to be issued instead of re-sending the payment to ******. At that time, we requested your mailing address which you provided the same day.Your claim was escalated to our Finance team, and the payment has been shipped today 7/8 via *****. Currently we have emailed you the tracking number on 7/8 and advised you to contact us if the check is not received by 7/18. If you have any additional questions or need further assistance, please dont hesitate to reach out to our ************* Team. 

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair 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 contacted their company, Gazelle, to sell my old iPhone. I was given a quote of $277, I got the label and mailed my phone exactly as instructed. Several weeks passed and I contacted them and was told my box had magically "just arrived", but it was empty. Looking online, this is a very common tactic of theirs. They gave me a claim # and told me I had to provide my **** # for the old phone. This required going into the *** store and showing ID to get the old #. I provided the number to them. 2 weeks later, I got an email asking me to provide the **** # as if I had never sent it. I resent. Several weeks passed and I called again, I was told they could not locate my phone with the **** # so I was told to fill out a claim form & would be paid the quoted amount. I did so. 2 weeks later, they asked me again. I resent it. Two weeks later they told me "you filled it out electronically, you have to fill it out by hand", so I did. 2 weeks later, they asked for it by hand again, I resent it. 2 weeks later, I call. I talked to a *** that seemed to try and help. He discovered that they had given me the wrong claim ************* actually did have my phone the whole time. They gave me a new claim number (below) & said it was expidited & someone would call. Someone called the next day telling me they had to investigate. 2 weeks after hearing nothing, I called back & was told the investigation was over & that I was to be paid via ****** the following Tuesday. That day came & went and no payment. I called back & was told it was still under investigation. I asked to speak to a manager. I was told none were available but they would call me within three hours. No one called. I am fed up. I am being put off & lied to and based on the reviews (that don't get deleted) on their ******** page, this is happening to a lot of other people and the stories are all similar. This company is stealing money and phones. I was also told I would be compensated for my time, $13. Ridiculous.

  

  Business Response

  Date: 07/08/2025

  Hello *****, thank you for reaching out and giving us the opportunity to address your concerns. Were very sorry for the delay and any frustration this situation may have caused. You first contacted us via ******** on 5/6, requesting an update on your trade-in tracking after dropping the device off at the post office. We responded by providing the tracking information as requested by you and requested your devices IMEI as the box was empty, which you sent to us on 5/17. Your claim was escalated to our warehouse for review and was updated on 5/19. On that same day, we emailed you a required form to complete by hand. On 5/25, we received a digital version, and we responded to let you know that a handwritten version was necessary. We received the corrected form on 6/4, and your claim was once again escalated for further review. You contacted us on 6/10 and 6/15 for updates, and on 6/15, we advised you that the claim was still being reviewed further with the details and documents provided. Once the claim was approved, we sent both an email and a voicemail letting you know that payment would be sent to your ****** account. You followed up again on 6/26, 6/28, 7/1, and 7/4 to let us know you still had not received the payment. After further review, we discovered an internal error had prevented the payment from being processed. We immediately addressed the issue and contacted you on 7/8 by voicemail and email to confirm that your payment was being processed that same day. Please note, it may take up to ********************** your ****** account. We truly appreciate your patience throughout this process and sincerely apologize for the inconvenience. If you have any further questions or need additional assistance, please dont hesitate to contact our ************* Team.

  Customer Answer

  Date: 07/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. While I do feel that the amount offered in compensation for the huge amount of time it took me to make sure this company was kept honest was far from fair, I consider my complaint resolved.

  However, I would like to add that I do believe that this is a standard practice that this company uses to continuously delay customers with lies and false promises in order to make them give us pursuing their money. I honestly believe that if I had not pursued this with the tenacity that I did, they would never have paid me my money. I think there are hundreds more that either don't know how or give up and this company is stealing those customer's funds. The ******************** should look into this matter. A simple review of their customers' ******** posts would reveal what I am saying is true.

  
  Regards,
  
  ***** *******
  
   

  
  

• Initial Complaint

  Date:07/04/2025

  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 sent in my iPhone 14 Max *** 128gb to Gazelle after being offered $357 for them to buy. I was honest about the condition as well as the make/model. The phone had always had a case and screen protector on it at all times. I never had an issue with the phone charging and/or holding a charge. When the phone was mailed, I took extra precautions and used bubble wrap and shipping paper to ensure the phone was not damaged during transport. I also took photos of the phone and IMEI, for my own records, thank goodness I did! When they received my phone and looked it over, I got an email offering $183, stating the phone had too many scratches, was not the make/model I claimed and did not hold a charge. I promptly declined the offer and requested the phone to be returned, I received a follow up email saying the phone would be returned promptly and received a return tracking number on 6/25/2025. The phone has not left their facility in **********, ********, as of yesterday 7/3/2025. On Monday 6/30/25, I tried calling three times, each time I was placed on hold to research the issue and the line disconnected. I called a 4th time and asked for a Supervisor and was left on an indefinite hold for over an hour. I promptly sent an message through their online portal and have yet to receive a response. Ultimately, I just want my phone back, in the same condition in which it was sent, ASAP!

  

  Business Response

  Date: 07/09/2025

  Hello *******, thank you for contacting us regarding your recent trade-in. Were sorry to hear about your experience and understand the frustration caused by the delay and the revised quote. We received your trade-in (SR37879624646) on 6/24 for an Apple iPhone 14 Pro Max 128GB (T-Mobile), which was originally quoted at $357 based on the condition being listed as perfect. Upon inspection that same day, our team found that the device did not hold a consistent charge, the carrier had changed from T-Mobile to Unlocked, and there were visible scratches. Due to these findings, the quote was revised to $183. You declined the revised offer immediately, and as a result, the device was shipped back to you on 6/25 in accordance with our standard process. As for communication with our support team, we reviewed our systems using the phone number and email address listed in your BBB claim, but we were unable to locate any matching communication via email or phone call.  A voicemail and follow-up email were sent to you on 7/8 confirming that the return tracking number had been updated and was available for your reference. Please note that due to the offer being declined before any communication with our support team, we were unable to request a reinspection of the device. If you have any further questions or need additional assistance regarding your trade-in, please dont hesitate to contact our ************* Team.

• Initial Complaint

  Date:07/02/2025

  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 sold numerous phones they lost 3 2 have been compensated already. But the kiosk (4 of them 8 different times) was not working rather it took my phones and no returns, or software not working show the phones did not power up or work, even after I said something they told me about the software issues and would make up the difference and never did. Also keep the kiosk running short changing me and maybe many other customers over and over for over a week which they told me they fixed it and then shut it off a week later because of this. Lies of them fixing the kiosk to me over and over saying everything was ok which NO ONE looked at them until 2 weeks later so I sold devices under false calms thinking they we ok.

  

  Business Response

  Date: 07/08/2025

  Hello ***,
  
  Thank you for contacting us regarding your concerns about our kiosks being down. We understand how frustrating it can be when you're trying to sell your devices and appreciate you reaching out. We see that you contacted us multiple timeson 6/13, 6/18, 6/20, 6/24, and 6/28regarding kiosk availability. During each of these calls, you either inquired about a kiosk not working or asked to confirm the status before visiting. Each time, we provided information on the kiosks availability or directed you to an alternative kiosk nearby. During the conversation on 6/18, you mentioned that you had sold three phones but had not yet received payment. At the time we reviewed your transactions and found the payment error, with your claim being escalated to our Finance team, with a check processed and shipped via **** on 6/19. On 7/3, we followed up regarding your kiosk out of service claims, to explain that when a kiosk is down, we may not always have an exact timeframe for when it will be operational, as delays can occur due to part availability or technician scheduling. We appreciate your feedback and pass all reports of kiosk issues to the appropriate team to help us improve our service. If you have any further questions or need to check the status of a kiosk, please dont hesitate to contact our ************* Team.
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Billing 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 intended to sell my iPhone to EcoATM through one of there kiosks located in a grocery store. My iPhone was accepted and I was approved for a payment of $265.00 for my phone. The kiosk took my phone and I had the option to receive the payment from EcoATM via my telephone number through Venmo. I was informed that I should have received payment through ***** with 24 hours. This translation was on June 5th, 2025 and I have still not received the payment. I have been in communication with EcoATM for the past several weeks and they claim that payment from them had been issued and processed to my phone number through Venmo. I have provided them with documentation from ***** indicated they have no record in their system of a payment from EcoATM to me via my phone number through Venmo. EcoATM says they will not issue me my payment despite providing this documentation from *****. I feel like I was scammed and robbed of my phone and money. I would hire a lawyer to sue them, but a lawyer fee for just one hour would likely cost more than the payment I ask seeking from EcoATM. Im unsure if I can file a police report and allege the phone was stolen, but I may consider that I have feel I no other course of action to either recoup my phone or receive a payment for the phone I gave to EcoATM.

  

  Business Response

  Date: 07/08/2025

  Hello Danneel, thank you for contacting us regarding your transaction on 6/05. Were sorry to hear about your experience and understand how frustrating this situation must be. On 6/7,you reported not receiving your Venmo payment, and we advised that it could take 2448 hours to process, recommending that you follow up if it still hadnt been received by end of day. You contacted us again on 6/8, and we confirmed that the payment had been sent to the ***** account linked to the phone number entered at the kiosk. On 6/14, you informed us that ***** confirmed no payment had been received and requested to speak with a supervisor, which prompted us to escalate your claim for a supervisor call back. We followed up with you on 6/17 confirming that no system errors occurred during the transaction and recommended reaching out to Venmo directly. You followed up on 6/18 with a message from Venmo indicating the payment wasnt processed. On 6/30, you called to check whether the funds had been returned to us, but we confirmed the transaction still showed as paid. You again requested a supervisor on 7/2, and we returned your call the same day to confirm that the funds could not be reversed but would have to be canceled and returned back to us from ******Later that day, we reviewed the transaction and again found no errors. Since the funds were successfully claimed through *****, we advise you to continue working with them directly to resolve payment. You also mentioned that you had changed your Venmo number prior to the transaction, which may have contributed to the issue. If the funds are returned to us, well contact you immediately for reissue . However, currently the funds show claimed to the ***** account you provided at the time of the transaction. If you have any further questions,please dont hesitate to contact our ************* Team. 

  Customer Answer

  Date: 07/08/2025

  There is clearly a discrepancy between EcoATM and Venmo about the payment due to me being process/paid from EcoATM to Venmo via my telephone number.  EcoATM is once again not claiming any responsibility or error on their side of things and they are only able to say the payment was processed and paid and their tracking system indicates it went to Venmo.  I have provided documentation from Venmo to EcoATM showing there is no record of the payment/transaction and therefore there is no payment that exists for ***** to possibly cancel or return to EcoATM.   When I deposited my phone into the EcoATM kiosk on June 5th, it accepted my phone and offered a payment to me of $265.00, which I elected to be paid via Venmo and verified my phone number.  As previously noted, I did not receive payment as promised within 24 hours and still have not received any payment from EcoATM via Venmo or any other method.  I cant imagine I am the first and only customer that has had this issue with payment from EcoATM.  I believe there is more that EcoATM can do to try to track where this payment actually went and who accepted it.  I am requesting reconsideration about the payment due to me from EcoATM, as I provided them my iPhone and they have not paid me.  Otherwise, I view this as theft and they have stolen my iPhone.  

• Initial Complaint

  Date:07/01/2025

  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.

  Ive been callung the customer service phone number for 2 days and nobody answers i need to give them stolen phone info so when it turns up in the kioske i can be contacted. U also emailed and no answer

  

  Business Response

  Date: 07/03/2025

  Hello *****,
  Thank you for contacting us regarding your missing device. Were sorry to hear about the wait times you experienced by phone, and weve shared your feedback with our team to help improve the experience. We searched our system for any emails from you but were unable to locate one. However, we did reach out to you by phone on July 2nd to request the ****, which you provided the same day. As discussed, we will contact you with next steps if the device is located. At this time, the device has not yet been located, but we are continuing to monitor the situation and will keep you informed of any updates. If you have any questions or need further assistance, please dont hesitate to contact our ************* Team.

• Initial Complaint

  Date:06/30/2025

  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.

  The EcoATM machines available inside of ******* stores are accepting stolen property and making it extremely difficult and time consuming for the owner to obtain the property.I have been trying to recover my stolen cell phone and have been unable to obtain it from EcoATM. The phone was stolen out of my vehicle in the ******* parking lot on 6/29/2025 and sold to an EcoATM machine inside of ******* grocery store at approximately 2p on 6/29/2025 at the location *****************************************. I filed a police report and notified the store manager.Customer service at ********************** can only confirm they have the phone but cannot return it, they stated it would take at least 3 weeks to find and ship the phone back. Law enforcement was onsite at the EcoATM kiosk in the evening on 6/20/2025 at approximately 9p on 6/29/2025, EcoATM customer service was not able to identify the phone or return it to the police.This has wasted several hours of time for the police, the store management, and for myself. The business model to purchase stolen phones from customers who cannot unlock them or identify the phone carrier or serial number is questionable, especially considering EcoATM can't identify the phone in their own machines or return it for over 3 weeks. I'm looking for a resolution to have the stolen property returned as soon as possible. Waiting 3 weeks for EcoATM to return stolen property is unreasonable.

  

  Business Response

  Date: 07/03/2025

  Hello ***,
  
  Thank you for contacting us regarding your missing device.Were very sorry to hear about your experience and sincerely apologize for any inconvenience this may have caused. On 6/29, you reached out to us with concerns that your device may have been sold to one of our kiosks, and you provided the **** number. We flagged the device the same day and notified you that, if received, we would contact you via email with the next steps for returning the device. Later that same day, law enforcement visited the kiosk,but unfortunately, they were unable to locate the device as you were not present to confirm if the device in the kiosk was yours. We informed the officer that the **** had been flagged and assured them of our full cooperation in helping with the return. We followed up with you by phone on 6/30 to let you know that if you wished to return to the kiosk with the officer present, they would be able to assist in identifying the device. However, we also noted that we cannot require the officer to return if they choose not to. As part of our commitment to working closely with law enforcement, we provide full support when a flagged or reported device is located. Were pleased to share that the officer was able to return to the kiosk later that day, successfully locate the device, and return it to you. Your claim was then escalated to our ***************** and the transaction details were sent directly to the officer for documentation. Were glad we could assist in resolving this matter quickly. If you have any further questions, please dont hesitate to contact our ************* Team.

• Initial Complaint

  Date:06/29/2025

  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.

  My phone was stolen and turned into the eco ATM for cash on 5/16/2025.They told me they would call me as soon as it was found. On June 17th I received an email saying they were still looking for my phone. Yesterday June 27th I called and the representative informed me that they had found it and recycled it without even letting me know that they had found it. This is not acceptable and I feel as if it was stolen from me again. I did not receive an email saying it was found or a phone call.He informed me I needed to get an attorney to have the company replace my phone. And later he said he would turn my case over to the higher *** and see what they would do about replacing my phone. I feel I've been treated unfair and unjust and I believe they should replace my phone. If you can help me I would really appreciate it I don't have the money to get an attorney

  

  Business Response

  Date: 07/03/2025

  Hello ****, thank you for contacting us regarding your missing device. Were truly sorry to hear about your experience and any inconvenience this may have caused. You first reached out to us on 4/15, at which time we requested the ***** You provided it the same day, and we advised that if the device was located, we would follow up with the next steps for its return. We also emailed you a claim form, which you completed and returned on 4/19. You followed up with us on 4/29 and again on 5/18, and at that time, we informed you that we had not yet located the device but were continuing to investigate. On 6/27, you contacted us again to request an update and after reviewing your claim, our team discovered that your device had been recycled due to an internal error. We advised you to consider pursuing restitution and recommended filing a police report, at which point we would provide transaction details directly to law enforcement to support your ******* your request, the claim was escalated to a senior agent, and you were contacted on 6/30 by phone and email to formally apologize for the error and offered a replacement device. You responded the same day agreeing to the resolution. We are now preparing to ship the replacement device and will email you the ***** tracking number once it is available. If you have any questions or need further assistance, please dont hesitate to contact our ************* Team.

  Customer Answer

  Date: 07/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** Jo ************************