Complaints

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

close

Find a Location

EcoATM LLC has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  EcoATM LLC

  10121 Barnes Canyon Rd San Diego, CA 92121-2725

  
• 

  EcoATM LLC

  300 A St Boston, MA 02210-1620

• 

  ecoATM

  3919 Lafayette Road Eagle Creek, IN 46254

• 

  ecoATM

  6020 E 82nd Street Indianapolis, IN 46250

• 

  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:05/23/2025

  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 have never been refunded for the IPhone 14 I purchased from Gazelle that I returned. I purchased an iPhone 14 from Gazelle April 11, 2025. Order #SHP981863 I wasnt happy with the condition of the phone so I sent it back to Gazelle. Gazelle emailed me the return slip to complete the process April 21, 2025. On May 1, 2025 Gazelle emailed me that they received my returned IPhone 14. **** tracking shows the item was picked up by Gazelle at the post office.On May 18, 2025 Gazelle sent me another email that they have not received the IPhone 14 I returned to them. I am requesting that Gazelle sent me a full refund for the phone that I returned to them.. I have proof that they received it through their email and the US post office tracking.

  

  Business Response

  Date: 05/28/2025

  Hello *****, 
   
  Thank you for contacting us regarding your returned order. We're sorry to hear that you were not satisfied with your device, and we appreciate you reaching out to us. Our records indicate that you placed your order on April 10 and received it on April 16. You initiated a return on April 18. On May 18, you contacted us via email to request an update on the status of your return. At that time, we noted that the return had not yet been received and escalated your claim to our warehouse team for further investigation. Although tracking information shows that your return was delivered on May 1, our warehouse had not processed or located the device as of our latest review on May 26. We left you a voicemail informing you that a form would be sent to complete by hand, which we received from you on May 27. Following further review on May 27, we were able to process the refund for your return and confirmed with you by phone that you received the refund confirmation email. If you have any further questions or need assistance, please dont hesitate to contact our ************* team.
  
  

  Customer Answer

  Date: 05/29/2025

  
  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,
  
  ***** *********
  
   
  

• Initial Complaint

  Date:05/22/2025

  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 had used there machine. During the transaction it requires me to insert my state id to receive the money. I inserted my state id it took it and wouldn't give it back.. I didn't receive my money nor my state id back. I had contacted the customer service and they had issuered me they would mail it to me within 3 to 4 weeks it's now been a month and a half and I still have received it back.

  

  Business Response

  Date: 05/28/2025

  Hello *****, thank you for contacting us regarding your recent transaction at our kiosk. Were sorry to hear about the issues you experienced and appreciate the opportunity to address your concerns. On April 26, you reported that your ** had become stuck in the kiosk. At that time, we offered to have the ** returned to you and advised that the retrieval and return process could take 45 days or more. On May 22, you contacted us again to request an update. During that call, we offered a courtesy payment to help resolve your claim; however, you declined the offer. Its important to note that during your initial report, there was no mention of a device being binnedyour sole concern was the retrieval of your **. Later that same day, you submitted a BBB complaint, in which you indicated that your device had also been mistakenly binned. During our follow-up call, you provided transaction details and mentioned you were unable to locate the **** for the device. Upon review, we confirmed there were technical issues during the transaction and reached out offering a resolution payment for both your device and **, which you accepted. Currently your claim is escalated for payment via check on May 29th.If you have any further questions, please contact our ************* team. We appreciate your patience and understanding.

• Initial Complaint

  Date:05/20/2025

  Type:Delivery 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.

  Hello. I traded in my ****** Pixel 4 to Gazelle for $23, and I messaged customer service support on ********************** website twice for what's going on with my order, and I still have not received any response from them.

  

  Business Response

  Date: 05/22/2025

  Hello ******, 
  
  Thank you for contacting us regarding your recent transaction. We apologize for any delay you may have experienced in receiving a response. After reviewing your transaction, we confirmed that the tracking number shows the package was delivered on 5/20. Our warehouse received and processed the device on 5/21, and an email was sent to notify you that you received the full trade-in value for your device. A check was issued and mailed on 5/21 to the address we have on file. Additionally, our agent contacted you by phone on 5/21 to inform you that the check had been processed and sent. If you do not receive the check by 6/4, please reach out to our customer care team for further assistance.
  
  

• Initial Complaint

  Date:05/20/2025

  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 traded in two iPhone 14 Pro Max 256GB devices both in perfect condition at an ecoATM. Due to receiving two separate lock-in codes online, I had to complete the transactions one at a time. Each transaction showed an approved payout of $288, so I was expecting $576 total.Instead, the machine only dispensed $153 total cash, not per device thats $270 short.The cash I received was $140 in $5s, one $10, and three $1s clearly not close to what was owed. I called ecoATM support immediately at the kiosk. The first *** acknowledged there was a payout error and opened two claims, promising a call from the finance team the same day. I never got a call.The next day, I followed up. A new *** said more info was needed (the cash denominations), which shouldve been asked on day one. I spent nearly two hours on the phone. She said Id get an email once the checks were approved and mailed.Instead, I got an email saying both claims were denied.I called again and was told their system shows the machine paid correctly. I asked if anyone physically audited the kiosks cash for example, to check if it retained excess bills or malfunctioned and the *** hung up on me.ecoATMs system is clearly flawed. Im owed $135 for each phone $270 total. Their own *** initially confirmed a payout issue and then the company backtracked without a proper investigation.Resolution Requested:Immediate payment of the $270 missing from my transaction, or a full audit of the kiosk to verify physical cash matches the payout logs.

  

  Business Response

  Date: 05/27/2025

  Hello ******, thank you for contacting us regarding your recent transactions. On 5/19 you reached out regarding two transactions, stating you only received $153 for each. Due to the transaction amounts, we escalated your claim to our finance team for further review. After analyzing the kiosk logs, we confirmed that both transactions were paid in full, with no system errors detected. On 5/20, we informed you that your claim had been denied based on these findings. However, on 5/20 you contacted, expressing that you were not paid the full amount. As a result, we escalated the claim for further investigation. On 5/23, we reached out to gather more details regarding both transactions, including the sequence of events, amounts received, and denominations dispensed. You advised that you received payment for the first transaction, placed the money in your pocket, and immediately proceed with a second transaction without counting the funds. You stated that upon reaching your car, you counted the money and realized it was short. Despite our records continuing to show successful and complete transactions, we informed you that our technical team would review, including a service to the kiosk. On 5/27, we received confirmation both transactions were completed successfully, paid in full, with no errors occurred during the process with the full amount dispensed. On 5/27 we advised on the denial which you advised that your wife was present and witnessed you not receiving the full amount. However, a review of the transaction images confirms that only you were present at the kiosk at the time of both transactions. Following review, your claim is denied and has been closed. If you have any further questions please reach out. 

• Initial Complaint

  Date:05/20/2025

  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.

  My phone was stolen and tracked to an ecoatm which I then called them with the number provided on kiosk once I gave them location of kiosk it was verified that indeed my phone was sold to them which was iCloud lock and reported lost they even went as far to tell me that the phone screen also said the phone is lost with a number to call if found after that I ask is there an office are building are technician that i can contact to retrieve my phone in which they replied "NO" I would have to file a claim in the process of that I've encountered problem after problem lie after lie I was told that it may take up to ***** days ***** days as of recent 30 days customer service is poor repeat questions I have already given answers for multiple times one even told me don't worry about it it'll pop up after I expressed how much I need my phone and don't have the luxury of purchasing another one I was finally able to get clear information by the second ********** I talked to in which he told me that indeed I could have retrieve my phone the day it happened since I had all the info which he apologized for the inconvenience I am currently still in the process of waiting

  

  Business Response

  Date: 05/27/2025

  Hello Kisan, thank you for contacting us regarding your missing device. We sincerely apologize for any inconvenience or delay you may have experienced. On 5/3, you reached out to inform us that your device was tracked to one of our kiosks, which we requested the **** number that was provided the same day. While speaking, you requested to have a technician meet you at the kiosk to retrieve the device. Since we are not able to do so for safety reasons, we informed you to contact local law enforcement as we work with law enforcement regarding cases similar to yours. After reviewing your claim, we found no record that law enforcement contacted us to assist in retrieving your device. On 5/19 you followed up requesting an update and asking us to expedite the process of locating your device. At that time, our support team advised on the process of flagging the device **** and once confirmed received at our warehouse, having this returned to the rightful owner. On 5/25 we received your completed form with the device confirmed at our warehouse on 5/27. Currently the claim has been escalated to have the device shipped back to you. Once shipped, you will receive an email with the tracking information. If you have any questions or need further assistance, please contact our ************* team.

• Initial Complaint

  Date:05/19/2025

  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.

  My ******* S23 was stolen and sold at a local ecoATM kiosk. I filed a police report as well as contacting the ecoATM customer service number and started their process. The date all that was done was April 23, 2025. It took a little while for me to fill out the claim form for ecoATM because of my not having any compatible devices to electronically fill out the form. The *** actually stated that they do not purchase stolen devices and that I should have my phone back on about a month. As if today, I was told that it could be two months that I may have to wait and then the claim would be finished. Whether or not my phone was returned. I did make a mistake on the form. Which has since been remedied with the correct claim number.

  

  Business Response

  Date: 05/22/2025

  Hello *****, thank you for contacting us regarding your missing device. We sincerely apologize for any inconvenience this situation may have caused. On 5/12, you reached out via email to report your missing device, which we requested the ***** which you provided the same day. On 5/18, you contacted us for an update, and we advised that the **** provided was flagged in our system and we would notify you if the device was located and received at our warehouse. While reviewing your claim we confirmed that the **** you provided was invalid which we advised on 5/20 requesting the correct ****. We attempted to contact you on 5/20 and again on 5/21, leaving voicemails on both occasions. At this time we are awaiting the correct **** to be provided to flag in our systems. If you have any other questions or need assistance, feel free to contact our customer care team.

  Customer Answer

  Date: 05/22/2025

  I have given them the correct IMEI number as of today. And, I will not accept anything else outside of my device being returned ASAP.

  

  Business Response

  Date: 05/30/2025

  Hello *****,  thank you for your response advising on the correct IMEI being provided to our support team. On 5/22 you contacted our support team with the corrected IMEI,and after reviewing the information, we confirmed that the device was received at our warehouse on 5/14. However, please note that the device is currently associated with another claim filed under a different individual . Due to our privacy policies, we are unable to disclose any details about that claim. After advising of the conflicting information, you mentioned that no one else should have contacted us regarding your device. Due to the multiple claims of ownership, we advised on needing proof of ownership before we could proceed with next steps to release the device. As of 5/30, we have received your proof of ownership with the **** and advised on the additional documentation that was needed. Once we receive the documents, we will proceed with reviewing your claim for release of the device. If you have any questions or need assistance,please dont hesitate to contact our customer care team.

  Customer Answer

  Date: 05/31/2025

  It seems that they are not interested in returning stolen devices. Every time I submit what is needed, they add more stuff. And, when I ask for a supervisor, I am told that the *** can help me. After nearly two hours, I am seriously disgusted at how bad they are with customer service. I think that they should implement a minimum 30 day waiting period BEFORE any money is exchanged. 

• Initial Complaint

  Date:05/13/2025

  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.

  This company has been incredibly difficult to deal with, and has made the process of me getting my stolen phone back very challenging. Over a month ago my phone was stolen and sold to one of their ATMS at a *******. I was able to track my phone throughout the entire process from it being sold, to transported to their warehouse. After weeks of cooperating with them every step of the way and providing all of the information they needed as they requested it, I still was just being told to be patient. I filed a police report hoping that would help expedite the process, and still am just being told to be patient and that my case is under review. Each time I call them I receive an email shortly after asking for more documentation that will prove my ownership of the phone, all of which I have provided. It has been told to me multiple times that they are having trouble receiving emails, to which I responded I am very sorry to hear that and it is not my problem. Overall for a business who claims they will return phones that have been stolen in a timely fashion, my experience has been overwhelmingly contradictory to that and it seems as if they have to desire to return my stolen phone and are instead just delaying the process in hopes that I forget about it or decide not to follow through. After reading a different complaint filed thru the BBB, I have become worried that they will attempt to get me to buy my phone back from them which is just complete nonsense. This company is just as dishonest as the person that stole my phone, and it's no wonder there are so many complaints on this website. Please return my phone! I have been more than cooperative and provided all the information that's been requested, I just moved to a new town and it has been incredibly difficult to navigate my new job and life without a phone. Do what's right.

  

  Business Response

  Date: 05/17/2025

  Hello ********, Thank you for reaching out to us regarding your missing device. We understand how frustrating this process can be and sincerely apologize for the delay. You initially contacted us on 4/16 to report your missing device, and we responded by requesting the **** of your device to flag in our system. After receiving the **** on 4/18, we began our search and advised you that we would reach out if the device was located. On 4/29, you followed up for an update, and we informed you that the device had not yet been located but that we were continuing to flag your device. On 4/30, we located your device and contacted you to request the necessary documentation for us to release the device back to you free of charge. We received your completed form on 5/7, and after our review, we requested additional documentation, which was provided on 5/14. Upon further review of your claim, we were informed that law enforcement requested the device be shipped to the police department. On 5/14, we left you a voicemail advising that the device had been shipped to the police department and recommended that you reach out to the officer handling your case to retrieve it. Along with the shipment of the device, we provided law enforcement with the transaction details to the officer to assist with your police report. If you have any further questions or need additional assistance, please dont hesitate to contact our customer care team.

• Initial Complaint

  Date:05/12/2025

  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 wanted to see how much my broke. iPhone 15 plus would get me and I put it in the machine. It said 167 or 188 cant recall so I didnt want to finalize sale I hit return phone but it finalized sale instead. I however didnt have my id I used my boyfriends and it accepted it !?? How this invalidates the sale. Well eco atm wants me to file a police report like why??? They the ones who kept it and gave me money for it when I needed the phone back for my recovery key in my iCloud. Fix these machines. Please

  

  Business Response

  Date: 05/19/2025

  Hello ********,
  
  Thank you for contacting us regarding your claim. On 3/1,you informed us that your device had been lost and tracked to one of our kiosks. We requested the **** number and a completed claim form, which we received on 3/22. At that time, the device was flagged in our system. Our team received the device on 3/24 and promptly notified you that it had been located.On 5/14, you updated your claim and advised that you had, in fact, sold the device to us. You also requested its return to retrieve information from the device. Unfortunately, we are unable to return the device as the claim has been denied and, per our policy, all sales are final. During a transaction at our kiosk, there are five opportunities to cancel and have the device returned.Once the "Accept" button is pressed to confirm the terms and conditions, the transaction is finalized and cannot be reversed.

  We were unable to locate a transaction under your information and cannot provide details about a transaction conducted by another individual. You previously advised that someone else used their ID to complete the sale.  Due to our privacy policy, we are unable to discuss the details of the transaction with anyone besides the seller. We kindly ask that the individual who completed the transaction contact us directly to resolve the claim. If you have any further questions, please contact our customer care team.

• Initial Complaint

  Date:05/12/2025

  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 took 2 phones to an eco atm and never had problems before. It took my iPhone 13 and 14 and never dispensed the money. Ive spent numerous hours on hold. And getting the run around

  

  Business Response

  Date: 05/17/2025

  Hello ******,
  Thank you for contacting us regarding your recent transaction. You initially reached out on 5/1 to inform us that you had not received payment for the two devices you recycled earlier that day. At that time, we advised that your claim would be escalated to our finance team for further review. You followed up again on 5/8 for an update,and we confirmed that your claim was still under review. After completing our investigation, your claim was approved on 5/12. A check was processed on 5/13 and mailed to the address you provided. If you do not receive your check within 10 business days, please contact our customer care team for assistance. If you have any further questions, feel free to reach out.

• Initial Complaint

  Date:05/02/2025

  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.

  Husbands iPhone was stolen from him at one location. Thieves then immediately sold his iPhone to an EcoATM at another location. I was able to track the phone to the Eco ATM location and could hear it pinging in the device as I stood next to it. After an hour of phone calls to police and Eco ATM it was determined that if we could get the police to the device that Eco ATM would open it remotely and husband could get his phone. This took FIVE HOURS the next day.I would love to know how someone got paid for this with the license/ID mandate and all the cameras they have on this thing. I do not find it comforting that thieves have a quick and easy time selling their stolen goods to these kiosks but when the owner has an actual easy and straightforward claim they end up being the one that further suffers hours of delays

  

  Business Response

  Date: 05/08/2025

  Hello
  AT, thank you for reaching out. We apologize for the experience you have had
  and understand how frustrating this may be. With any transaction we do all that
  is possible to deter devices sold to our kiosk by anyone other than the owner.
  While stated on our kiosk as well as in the terms and services, we advise that
  when a transaction is completed, if a missing or lost device, we will provide
  all transaction details to law enforcement. This will include  pictures of the transaction, the ** used for
  the transaction, as well as the fingerprint if obtained. However, if a lost or
  missing device is received at our kiosk or warehouse, we do everything we can
  to have this returned to rightful owner free of charge, which was the case for
  your claim. We are glad to know that while the situation is not great regarding
  the device being taken from the owner, we were able to assist on getting that
  device back to you. If you have any further questions please contact our support
  team.

  Customer Answer

  Date: 05/08/2025

  employees are not empowered to just open the thing promptly once law enforcement is on the scene. Even Eco ATM speaking directly to law enforcement was nothing but delays.

  absurd use of police resources

  

  Business Response

  Date: 05/14/2025

  Hello AT,
  Thank you for reaching out regarding the delay you experienced at our kiosk. We understand that this can be frustrating, and we sincerely apologize for the inconvenience. In situations involving law enforcement, we are required to verify all details including officer credentials, kiosk information, and the device information before we can proceed with opening the kiosk. This process is necessary to ensure proper handling and compliance with our policies. Please also note that at the point of sale, customers are informed that we work closely with law enforcement on matters involving lost or stolen devices. We appreciate your feedback and have shared it with the appropriate team for review. If you have any further questions, please dont hesitate to contact our customer care team.