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

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  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:06/23/2025

  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 traded in an iphone 15 pro max for $354 to Gazelle, shipping in the device using a prepaid label Gazelle provided. After not hearing anything from Gazelle for days after my tracking said the device was delivered, I contacted Gazelle who told me their warehouse received an empty box. My **** tracking receipt provides the packages weight which clearly proves the box was not empty. I have spoken to Gazelle via email and over the phone, and they cannot provide anything to refute my weighted tracking receipt or to prove they received an empty box. Seems like their receiving department just stole my phone upon delivery and wrote it off as an empty box. There are many BBB claims of this exact scenario, so its clearly a pattern of fraud within Gazelle. All Gazelle customer service has done is ask me to complete claim forms containing basic information they already have on file. They also have asked for the devices IMEI number which is unobtainable as it is removed from your ***** account once you complete the factory reset required by their trade-in process (and it is deleted by your service provider once you cancel your line). Requesting unobtainable and redundant information feels like a deliberate attempt to give me the run-around and not attempt to find a resolution in good faith. I completed my end of the trade-in by delivering them my device, and I just want the trade value I was quoted so I can move on.

  

  Business Response

  Date: 06/25/2025

  Hello ***,
  
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about your experience and truly appreciate your patience throughout the process. You reached out to our team on June 18 regarding an update on your trade-in (SR43725702390), as the tracking information showed that your package was delivered on June 16. At that time, we informed you that the box arrived empty, and we requested the **** for further investigation. On June 23, you mentioned that you would attempt to retrieve the **** from *******, but later that same day, you informed us that ******* had removed the **** from their system due to your account cancellation. We sent you a form on June 23 and again on June 24, along with instructions on how to locate the **** through other methods. On June 24, you confirmed that you were unable to retrieve the ****, but you did complete and return the form we provided. Later that day, we contacted you by phone to inform you that your claim was approved for payment, and it is scheduled to be processed on June 26th to your ****** account within ********************************************** concerns, please dont hesitate to contact our ************* Team.
  
  

  Customer Answer

  Date: 06/27/2025

  
  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. Gazelle did process my payment via ******, and I have received my funds. 
  
   
  

• Initial Complaint

  Date:06/19/2025

  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.

  Always broken! **************** is a joke! I don't have transportation and I need money and these things are a waste of time. This company needs to do better.

  

  Business Response

  Date: 06/25/2025

  Hello ********, thank you for contacting us regarding the kiosk not being operational during your recent visit. We apologize for the inconvenience this has caused. While we work hard to ensure all of our kiosk are fully operational, at times they will require service by one of our technicians. If this happens, we will work diligently on updating our website kiosk locator to reflect if out of service at the time, while also providing other kiosk in your area that are fully operational. At this time, weve checked the kiosks within a 10-mile radius of the zip code you provided, and they are currently showing as fully operational.Thank you again for your feedback and if you have any questions or need further assistance, please dont hesitate to contact our ************* Team.

• Initial Complaint

  Date:06/18/2025

  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.

  6/182025 @ 10:34am I used the eco atm to sell two iPhones 14 plus from ********The transaction time out and I had to call customer service back. The customer representative said that because of the system timing out he wasnt allowed to pay me the cash for the phone but the company would issue a check to my physical address. The check escalated to be sent out in 2 to three days. These Eco atms seem to be doing shady business. Ive used them before and this is the very last time Ill ever use them! I lost 259 dollars today!

  

  Business Response

  Date: 06/25/2025

  Hello *****,
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about your experience and appreciate your patience throughout the process. On June 18, you reached out to inform us that you had not received payment for your devices. During your call, our agent was in the process of confirming your information and notifying you that your payment had been approved. Unfortunately, the call was accidentally disconnected before the conversation was completed. Please rest assured that your claim was escalated to our Finance Team for payment processing. We have since confirmed that your check was sent via **** on June 19. On June 24, we followed up with you to advise that if you do not receive the check by July 3, please contact us so we can issue a stop payment and reissue the check as needed. If you have any questions or need further assistance, please dont hesitate to contact our ************* Team.
  

• Initial Complaint

  Date:06/17/2025

  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 date of incident was on Father's Day 2025 June 15th. The location was at the ecoATM in *********** ******** on *************. I was going to sell a phone specifically a ******* s21 color is white with chrome accents to the kiosk during the transaction the kiosk suddenly stopped working and said it was out of service keeping my phone. I have made multiple attempts via email and calling them being placed on hold for hours at a time with nobody getting back to me through email or answering the telephone which is what it says to do online. The value of my phone is around $200 that's market value. And I have not had any resolve trying to reach ecoATM I'm going to continue to dispute through their online address to try to get reimbursed. I believe this is probably a common problem and it needs to be addressed accordingly as this is no more than criminal theft that they are getting by with. ******* is not responsible so they say even though they have the kiosks in their stores. They should have to give people's phones back before the machines are up and running to take more people's phones that's just my opinion.

  

  Business Response

  Date: 06/25/2025

  Hello ******, thank you for reaching out regarding your experience at our kiosk. We apologize for any delay or inconvenience this has caused. On 6/19 we received your BBB review regarding your transaction attempt on 6/15 and wanting reimbursement for the device attempted to sell. With the information we were provided, we flagged your device and reviewed transactions for that day to try and gather more details regarding the error that occurred. Unfortunately, we were unable to locate the transaction with the **** that was provided but reached out via phone and email to advise on the flagging process as well as additional details that could help resolve your claim. On 6/19 we received an email regarding the issue you had and an additional phone number we could contact you at which we attempted on 6/24 and 6/25, with voicemails left as well as emails sent. Within the email we did provide multiple options on a resolution, as your initial email response stated wanting the device returned back to you. At this time, we are still awaiting follow-up for clarity on how you would like to proceed with your claim. You can contact our customer care team via email or phone to provide the next step on how you would like to proceed. 
  
  

• Initial Complaint

  Date:06/10/2025

  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.

  I went to an ecoATM kiosk which malfunctioned and did not pay me through ******. I was told by the customer service team that I contacted that they would send me my money. After a week I called again and they never sent it. They said they would escalate the claim. I have made five calls now and it has been a month. I still have not received compensation and they have kept my iPhone.

  

  Business Response

  Date: 06/11/2025

  Hello ******, 
  Thank you for contacting us regarding your recent transaction at our kiosk. Were sorry to hear about your experience and the inconvenience it may have caused. On 5/19, you reached out to us regarding a failed payment during your transaction when entering your ****** email address. We verified your information and your claim was escalated to our Finance team for compensation. You contacted us again on 6/4 and 6/10 for updates, and we provided details regarding the expected payment timeline. On 6/10, we followed up with both a voicemail and email to inform you that there was an issue with your payment not processing correctly. Were pleased to confirm that the check will be processed on 6/12. If you do not receive your check by 6/26, please contact our ************* team for further assistance. Thank you again for your patience, and please let us know if you have any additional questions.

• Initial Complaint

  Date:06/04/2025

  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 sold my iPhone 14 Pro in an ecoATM machine when choosing my payment method I chose to have the payment sent to my ***** account, instead of using my email address I used my phone number which is not attached to my Venmo account. I cannot add the phone number so the payment is in limbo as unclaimed. Venmo states that because the phone number is not attached to an account the payment was immediately rejected I asked ecoATM to cancel the transaction and reissue the payment and they refused. I asked ecoATM to send the link to claim the payment to my email address that has been verified by ecoATM and Venmo and they refused. I have called everyday and as of 6/3/25 I was advised Venmo manually closed my claim and I demanded they reopen it. Due to their actions I feel this is theft. I've asked for the return of my property and again they refuse. The initial amount agreed upon is $257 I was also promised additional compensation on 2 separate occasions for the inconvenience Transaction EA7F6323-9D4D-40AB-A53CB22A9336 Claim C03272735

  

  Business Response

  Date: 06/11/2025

  Hello *******, thank you for contacting us regarding your recent transaction. We're sorry to hear about your experience and appreciate you bringing it to our attention. After reviewing your BBB submission, we were unable to locate a transaction under your name. Please note that, due to privacy policies, we are only able to discuss transaction details with the person who completed the sale. However, we are happy to provide general information about the transaction process. Based on the claim number provided in your BBB submission, we can confirm that we reached out to the customer on 6/4, 6/6, and 6/10 to provide next steps regarding any payment issue. If a ***** payment is issued to an incorrect or unregistered phone number, ***** holds the funds for up to 31 days. Unfortunately, we do not have access to issue or manage ***** claim links, nor can we retrieve the funds once theyve been disbursed. Additionally, please be aware that all sales to our kiosks are final. Once a transaction is completed and the payment has been processed, we are unable to return the device. If you believe a transaction was completed in your name or on your behalf, please feel free to reach out to us with additional details such as the kiosk location, date of transaction, or the devices IMEI number. This will help us better assist you. If you have any further questions, please contact our ************* team.

• Initial Complaint

  Date:06/02/2025

  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.

  The machine shorted me by $11 The offer was for $14 was a low ball figure and then called the phone number listed on the machine K0789 at the ********************* called been on hold for 20 minutes with no response.

  

  Business Response

  Date: 06/06/2025

  Hello ******, thank you for contacting us regarding your recent payment. Were sorry to hear about your experience and the delay in receiving the full amount. On 6/2, you contacted us via a Trustpilot review stating you only received $3 out of the expected $14 for your transaction. Due to the limited transaction information, we responded the same day requesting additional details, which you provided. On 6/3, we located your transaction and contacted you by phone and email advising on the approval of your claim, however for payment to be processed we were needing your shipping information. On 6/04 you contacted back via email confirming the shipping address, in which your claim was escalated to our finance department same day. Your payment was processed on 6/5 and has been shipped out via *****If you have any further  questions, were here to help.

• Initial Complaint

  Date:06/02/2025

  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.

  My name is ******* if I want to sell my iPhone 7 but it was blocked or blacklist by **** at T-Mobile and it is still is blocked or blacklist and I have used a 3 party site to clean and unbarring the **** and it work at Att can I still use yall machine and sell it and get a price and get paid I want get in trouble and get legal action take against me etc.

  

  Business Response

  Date: 06/06/2025

  Hello *******, thank you for contacting us through the Better Business Bureau regarding your recent attempt to sell a device at one of our kiosks. We reached out to you on 6/ 3 to obtain additional information about the device you are referencing. While speaking via phone you provided the **** number, and while reviewing the status of the device, we explained that if the device is blacklisted or carrier-blocked, we are unable to accept it for sale. Unfortunately, our call was unexpectedly disconnected by you during that conversation. We attempted to contact you via phone and email to advise on next steps you can take to have the **** cleared as the owner. As for any legal action, as long as you are the owner of the device no legal action is taken while recycling at our kiosk. If you have any questions or need further assistance, we encourage you to contact our ************* team.
  

  Customer Answer

  Date: 06/06/2025

  My name is ******* ******** my question wasnt fully answered before my phone die on me and its wasnt fully answered by email with no response but it was if my IMEI was cleaned unbarring at a 3 party service and it was cleaned and work at Att network but some IMEI sites checkers  say it cleaned and some say it blocked and but I have used yall ecoatm to get a price offer on my phone one day and it give me a price offer before I have press the return button option on the screen and it return me my iphone back to me and I want to know if do decide to sell it at yall ecoatm and when it give me a price offer and I sell it and get my cash for it no law enforcement will contact me or I wont get charge for it or get in trouble by yall or get sue by yall etc?

  

  Business Response

  Date: 06/13/2025

  Hello *******,
  
  Thank you for reaching out to us regarding the sale of your device and ensuring everything is in order before proceeding. We attempted to contact you on 6/10 via voicemail and email to offer assistance and let you know that if you encountered any issues at the kiosk, you could reach out to our ************* team. After not receiving a response, we followed up again on June 12 and confirmed with you that the device had not yet been sold to our kiosk. As previously mentioned, if you experience any issues during the transaction process, please dont hesitate to contact us. You can also visit our website to review kiosk pricing, understand how our process works, and locate the nearest kiosk. Additionally, we advised in our 6/10 email that you can check your devices IMEI number in advance to ensure it is not blacklisted before visiting the kiosk. Please note, if law enforcement requests transaction details, we do cooperate and provide the necessary information directly to the investigating officer. If you have any questions or need further support, please contact our ************* team. Were here to help.
  
  

  Customer Answer

  Date: 06/17/2025

  My last question is if it just blocked or blacklist by T-Mobile network and still is block I got it unbarried and cleaned by a 3 party seller service and it work on att carrier and I try to use it at EcoATM atm and did got a price for my iPhone 7 but didnt sell it but when I do try again and sell it but of it being blocked or blocklist at T-Mobile and got it cleaned at a 3 party service for the Imei and it worked at att network carrier I wont get in trouble by the police or contact by the law enforcement or get charged or legal action against me like a lawsuit etc?

• Initial Complaint

  Date:05/29/2025

  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 tracked my stolen iPhone to an ecoATM kiosk and reported it immediately on the same day. I filed a police report, submitted all paperwork ecoATM requested, and followed their exact process that took over two months and cost me significantly as anyone would having their phone kept from them. They admitted two months ago that they had the device, but still failed to return it and have now informed me that it has been recycled/destroyed, when I asked to speak to a supervisor, I was put on hold for two and a half hours. Ive lost my property and my personal data due to their negligence and delays. I still can't access my iCloud account because they destroyed m sim and I have no way to access m old phone number, I lost impotent clients and access to their contact information, costing m business, i lost contact with family and friends and I jumped through eve hoop, found all the ridiculous information that the request that is on m phone that the would not release to me, I made a police report and after it was taken out of the kiosk I was told it was being shipped to their warehouse where the said it would take 21 business days to locate it! Mind you that I knew the night it was stolen out of m car in the King ******* paring lot and reported it immediately, there is no good reason not to have return m phone, and now destroy it? My daughter bought that phone for me and it was sentimental with important information on it that is now gone forever. I am asking for $800 for replacement of my phone, phone service and all the time taken trying to recover m device.

  

  Business Response

  Date: 06/04/2025

  Hello ******, thank you for reaching out regarding your lost/missing device. We apologize for the inconvenience this has caused and understand your frustration with having someone take your belongings. While we intend to get any device fraudulently sold to our kiosk to the rightful owner, we do have a process that we follow. On 3/26 you contacted our support team regarding your missing device which you stated was an iPhone 13 mini. While on the call our support team advised needing the **** to flag the device in question within our systems. While this information wasnt available at the time you advised on contacting us back once able to. On 3/26 you reached back out via phone unable to provide the **** as this was still not available. While on the call our support team advised on the process, additional reasoning on why the **** was needed, and options on how to retrieve this information easily. Within the call our support team advised sending a form to be completed to assist with the claim process.  On 3/31 we received the form completed with the **** included, however this information did not match the initial device model you had advised. Due to this our support team emailed back same day to advise on the discrepancy. On 4/03, you confirmed via email regarding the model of the device being an iPhone 12 mini in which the **** provided was flagged in the claim. You followed up on 4/4, 4/8, and 4/23 for status updates, and we advised that our team was still working to locating the device. On 5/16, after further review, we informed you that the **** provided shows the device had been recycled. While wanting to assist and resolve your claim we have reached out regarding a replacement device that can be shipped out as well as steps you can take to remove the device from your personal account.  Please contact our customer support team to assist with the next steps as we are awaiting follow up.  

  Customer Answer

  Date: 06/07/2025

  I have given Eco Atm all the information I have about my device multiple times, the fact they are asking for the color of my device? (purple), after it is clearly stated in plenty of the documents and information I have submitted many times is just like the redundant hoops they made me jump through for months, hours of my time instead of simply returning my device from day one when it was stolen from me, they can't even be bothered to read the many reports I have submitted, why do I have to jump through one hoop after another, just to get my stolen property returned, and in this case, a replacement device is an insult, I do not want a recycled device that used to belong to someone else! I want my device back or payment to go purchase my own! Never did I say that I was interested in a used device belonging to someone else. I think my original demand is fair and deserved to be acknowledged. Thank you.

  

  Business Response

  Date: 06/19/2025

  Hello ******,
  
  Were truly sorry to hear about your recent experience and appreciate your patience as we work to resolve this for you. Weve tried reaching out on May 30, June 5, June 10, June 16, and June 17 by voicemail and email to offer a replacement device. On June 16, we understand you chose to decline that option. We also extended a compensation offer on June 16, but we havent yet received a response. When you're ready, wed be happy to move forward and bring this matter to a resolution. Please feel free to contact us at your convenience, or reach out to our ************* Team if you have any questions. Were here to help.

• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising 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 never got paid for my device I sold Gazelle in the amount of $27.00 dollars, they inspected and accepted my device May *******.

  

  Business Response

  Date: 06/04/2025

  Hello *******,
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about the delay and inconvenience youve experienced. You reached out to us through the BBB on June 4, but we did not see any prior correspondence from you regarding this transaction or a request for an update. After reviewing your trade-in SR10741656148, we can confirm that your device was received on May 20 and processed on May 21. The full trade-in value of $27, as originally quoted, and the payment was processed on May 27. Your check was mailed via **** on May 27. If you do not receive it by June 10, please contact us so we can initiate a stop payment and reissue the check. If you have any further questions or concerns, please dont hesitate to reach out to our ************* team.