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

  49 W Maryland Street Indianapolis, IN 46225

• 

  Eco Atm/Gazelle

  100 W White Park Dr Nogales, AZ 85621

• 

  EcoATM LLC

  300 A St Boston, MA 02210-1620

• 

  ecoATM

  10202 E Washington Street Indianapolis, IN 46235

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:05/01/2025

  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 sold a cellphone at one of their kiosks. I wanted to choose cash but the machine said it was low on funds. So I chose ******. The machine was not very user friendly to type on and I made a mistake entering my email address for ******. I entered ********************* but should have been *********************** The machine said I would get an email but I didnt so I contacted ecoatm and they pointed out my mistake. They told meme I would have to wait until ****** denied the payment. So I waited a couple of days and emailed for an update. I called later that day to find out that they were still waiting so I asked if there was no way they could cancel it on their side since they issued the payment. They said no and suggested I contact ****** to find out if that account existed. So I did and called them back to let them know. Still have to wait for ****** to deny the payment. I contacted ****** again and they told me the payment was marked as denied. I tried to call ecoatm and found that I have been blocked from calling and emailing as well.

  

  Business Response

  Date: 05/05/2025

  Hello ****, thank you for reaching out to **. We apologize for the experience you have had. On 4/22 we see the transaction for your iPhone 15 that was dropped for payment to the ****** account associated to ********************** With every transaction we understand customers want to have payment instantly, which is why we process the payment to the information we are provided by you at the kiosk. Unfortunately, since the payment was processed immediately to the account we were provided we were unable to cancel as advised on 4/22 via phone. At this time the payment has not been confirmed received back to us as discussed on 4/23, 4/24, 4/29, and 5/03. While ****** may have stated they denied the funds, we are unable to process payment to you a second time, until we receive confirmation of the initial payment back. At this time, we have not received the funds as they still show unclaimed, however, once received back we will gladly expedite payment to you via check. If you have any further questions, please contact our support team.  

  Customer Answer

  Date: 05/05/2025

  the payment has not been issued to the correct account the first time therefore there wouldnt be a second time as of yet. It needs to be corrected on ecoatms side. I have provided proof that ****** has denied accepting payment from ecoatm and to me and from experience with ******, I know that this would be immediately known to ecoatm.

  

  Business Response

  Date: 05/14/2025

  Hello ****,
  Thank you for contacting our team regarding your payment. On 5/14, you spoke via phone with a support supervisor regarding the ****** funds that were sent to the email address you provided at our kiosk. You informed us that you had contacted ****** and were told the funds were denied and would be returned to us. While reviewing your transaction, as of now, the funds have not been returned. As previously mentioned, the return of unclaimed funds can take up to six months. While ****** may have indicated that the funds were denied, we are unable to issue a second payment until the denial is reflected, and the funds are returned to us.While we understand the frustration and wanting your device back, payment was sent out to the account we were provided as well as the terms agreed to at the point of sale regarding all sales are final. At this time, the original payment still shows as unclaimed, however, once it is returned to us, we will gladly expedite your payment via check. If you have any further questions, please feel free to contact our support team.

  Customer Answer

  Date: 05/14/2025

  I have been dealing with ****** as I have discussed with the representative who called me today. She was very nice but was, in my opinion, reading from a script, that it doesnt take 6 months to get money back from a payment. Its almost instantaneous. These people have my phone and have not issued a payment for days device. I know I made Mistake when I entered the incorrect email address, but not having at other means of getting payment because they dont maintain their machines is ridiculous. The machine at the ********* location was broken, the one I ended up going to was out of cash, I dont have Venmo so ****** was my only option and it was because of the machine that I entered the incorrect email anyway. I find it crazy that Ecoatm doesnt have a better way of dealing with these kinds of issues that doesnt take 7 months to correct. All I want is to get what is owed to me. Thats it. 

• Initial Complaint

  Date:04/28/2025

  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.

  April 28, 2025 ecoATM Kroger, **************************************** ****** ***** **************************************************************** ************ ******************* My iPhone 16 ************ receipt attached) was stolen in ******* on March 24, 2025. 'Find My' was enabled. I believe it was sold the same day at the ecoATM inside the Kroger at ******************************. I'm concerned their lack of verification allowed the purchase of my stolen, locked phone. I request an investigation into their practices at this location regarding stolen devices and ask for stronger ID/device checks, especially when 'Find My' is on. My desired outcome is the return of my phone or reimbursement of $999.99.Sincerely,****** *****

  

  Business Response

  Date: 05/01/2025

  Hello ******, thank you for reaching out regarding your lost/missing device. On 3/27 we were contacted regarding your missing device in which the **** was provided the same day and flagged. At the time of your initial contact, we advised on our process of flagging the device and if received we would proceed with the next steps to have this returned free of charge. On 4/02, 4/03, 4/07, 4/10 and 4/16 we spoke with you via email and/or phone regarding your claim advising the device was still flagged as no confirmation of the device was received at our warehouse. On 4/28 the device was confirmed received at our warehouse, however, the documentation provided via email had a discrepancy from the information we were provided initially on 3/27. Due to this the claim was delayed with shipping the device back to you. On 5/01 a supervisor followed up with you regarding confirming information for the device to be shipped out. As discussed via phone, with the updated information, your device will be processed to ship out today via ***** with the tracking information sent via email. If you have any further questions, please contact our support team. 

• Initial Complaint

  Date:04/24/2025

  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 a few devices almost two months ago and gazelle has been absent. On April 11th I got an email stating that I will be getting paid out in my full amount, it States by April 15th. Today is the 24th and they are giving me every excuse in the book not to send me my payout. It honestly feels like they are taking advantage of me

  

  Business Response

  Date: 04/29/2025

  Hello *********, thank you for reaching out. We apologize for the experience you have had. For your transaction that was set up on 1/13 for 3 devices, shows shipped via ***** on 1/17 with no additional updates regarding delivery of these devices. Due to the delay you had reached out to our support team, which they advised on the lost in transit process with a document sent via email on 2/03 and returned on 2/08 incomplete. On 2/13 we received an additional document and responded back advising needing more context regarding the drop off of the devices as this was shipped out from a location over 100 miles from the shipping information provided to us. With no further action received, on 4/11 we reached out to ***** regarding the lost package as you advised no receipt of dropping off the box was available. After follow up from ***** regarding the claim and the documents provided you were contacted on 4/28 regarding the approval of payment by management. At this time your claims have been escalated to our finance department as agreed via phone and will be paid out on 5/01 via ****** gift card. If you have any further questions please contact our support team. 

• Initial Complaint

  Date:04/21/2025

  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.

  Ordered 2 iphone 14s. Put in a promo code on the site that applied a $151.99 discount to the total. Proceeded to route to ******, then the payment was processed without the discount. I immediately contacted support (****) and was told that the promo was invalid. I explained that it showed as valid on the site and that i did not authorize the non-discounted amount. I informed **** that I did not wish to go through with the purchase at the higher than shown price and asked to be escalated. I was then told my concerns could not be escalated as the promo code i used was not valid. Im at a complete loss here being charged $150+ more than I was shown in the checkout and with a complete lack of care/help given to the situation. I will attach screenshots showing the cart, the charges/confirmation, and a full history of the chat with service.

  

  Business Response

  Date: 04/23/2025

  Hello *****, thank you for contacting us regarding your recent order. We understand your concerns and appreciate the opportunity to clarify the situation. You initially reached out on 4/21 regarding a promo code that you attempted to apply at checkout that was located on an external website. After reviewing your order, we found that the promo code you used was invalid as the requirements were not met. On 4/22 and 4/23, a representative followed up with you to explain that the code was not valid but wanting to provide our $20 promo code, which could be refunded to your current order but was declined. You then requested to speak with someone at a higher level with a supervisor contacting you on 4/23 and confirming that the code you found on an external website is not a valid public promotion. Within this call you were advised that the code intended is exclusively for employees and only usable if specific requirements are met. At the time, the device associated with your order had already shipped, and we informed you that while the order could not be canceled, we could provide a prepaid return label for a full refund if you no longer wished to keep the order. You declined this option and informed our representative that you would pursue a chargeback through ****** to obtain a refund. If you would still like to keep the order, we are happy to extend the $20 refund as a one-time courtesy for first-time users. Please let us know how youd like to proceed, and dont hesitate to contact our customer care team if you have any further questions.

  Customer Answer

  Date: 04/23/2025

  The merchant has failed to address the root cause of this issue - showing one price and charging another. Im very disappointed in the lack of appropriate care this company has taken in both their web experience and customer support. 
  

  I fully accept that this promo code is/was not intended for customers. But it is not my fault as a consumer that it was posted publicly online, and it is certainly not my responsibility to understand that using the promo code would result in me being non-transparently charged an amount I did and do not agree to. 

  Ive clearly documented the price shown during checkout, the price charged, my immediate notification to Gazelle/EcoATM, along with my immediate ask to charge the shown amount or cancel the order. Gazelle has doubled down at every step and failed to meet their merchant obligations.
  

  Were now unable to come to an agreement after spending far too much time talking. Id ask ******************** to step in at this point and protect my rights as a consumer/prevent others from being taken advantage of. Thank you.

  

  Business Response

  Date: 04/24/2025

  Hello *****, thank you for your response. As discussed with the supervisor via phone on 4/23 you were advised that for the promotion code to be applied the systems would require you to meet the requirements of the code as any promotional code would advise. As discussed on the call, the promotional code was retrieved from a third-party website which did not provide you with the requirements needed to use the discount and we do apologize for that. However, if the promotional code had been provided by our company directly,we would have advised on the minimum requirements to successfully use the code at check out. Since the code was being used improperly our systems immediately removed the discount. As for the cancellation request, with every order placed we advise that we process as soon as possible to meet shipping requirements for the consumer. Unfortunately, at the time of you reaching out via chat the order was in a status that could not be cancelled. To try and rectify the situation we did offer a discount that was eligible for your order or the option to return the order for a full refund. We understand wanting to have the funds retrieved back and would like to assist the best we can. However, when provided the options to expedite the return and refund you advised on wanting to proceed with a chargeback which you were advised could delay the timeframe for the refund. If you would like to proceed with a prepaid return label provided to you for the return and full refund, we will gladly assist. Please contact our support team so we can assist with the next steps. 

  Customer Answer

  Date: 04/29/2025

  I did not advise that I was choosing to proceed with a chargeback. 
  

  I also do not accept your response on inability to cancel at the time I contacted support- I was apologized to for this error after providing evidence of requesting the cancellation. 
  

  I was notified that these calls were recorded, thats great. 
  

  BBB- EcoATM is continually refusing to meet their obligations as a merchant. This includes sending the over $250 package with signature required. I have NOT signed for a package from them. As I stated on our phone call, my preferences were:

  1. Receive phones at shown price.

  2. Cancel without being charged.

   

  Since EcoATM would not do either, I stated that I didnt wish to touch the phones and will be declining to sign for them. Based on the evidence I believe it is very clear what has happened, and the lack of real effort from EcoATM to resolve. Ive provided documentation in the form of screenshots to support my evidence. 
  

  I wish to proceed with BBB stepping in to help protect my rights as a consumer. Thank you. 

• Initial Complaint

  Date:04/18/2025

  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 am filing this complaint regarding an unresolved refund for order SHP969839 from Gazelle. I initiated the return on February 6th, 2025, and the returned device was delivered to Gazelle on March 18th, 2025confirmed by tracking. Despite following all return instructions and complying with timelines, Gazelle has denied my refund without any valid explanation or reasoning.Prior to the denial, a Gazelle agent contacted me via email and acknowledged the issue was escalated, stating:"We perfectly understand where you are coming however this issue is still escalated. But rest assured that you will get your money back. Please wait for 24 to 48 hours for our higher support to contact you."I also received an official email from Gazelle confirming that my return was received, and another from a support agent promising I would be refunded within 2448 hours. Additionally, Gazelle provided me with a pre-filled affidavit template, which I printed, handwrote, and returned via email as instructed. Despite fulfilling all of these requirements, I later received a message stating my refund was denied and the claim was closedwithout any explanation.This is incredibly frustrating as I have been more than patient and have given Gazelle ample time to resolve the situation. I am now stuck paying off a device I no longer possess through Affirm, who has also been unhelpful and has locked me out of my account, preventing me from filing a dispute. I have made every effort to resolve this directly and now feel I have no other option but to escalate.Resolution Sought:Immediate full refund for the returned item Formal explanation for the refund denial.Confirmation that my Affirm financing account will not be negatively impacted.This situation has caused unnecessary stress and financial strain, I am requesting that Gazelle correct this and process my refund without further delay.

  

  Business Response

  Date: 04/24/2025

  Hello ******, thank you for contacting us regarding your recent order. You placed your order on 2/3, and our records show that it was delivered on 2/6 with a return label created the same day. On 3/7, you contacted us to request an update on your refund with our support team advising, we had not received the returned device. You reached out again on 3/12, and we sent you a form to complete since the tracking information had not yet updated to show delivery. On 3/18, the tracking status was updated to show that the return was delivered but had not been received at our warehouse. Your claim was then escalated for further investigation with the previously completed document provided. Our representative followed up and informed you that, although the tracking showed delivered, our processing team confirmed the device had not been physically received at our warehouse. On 4/01 you had reached out regarding your claim in which a supervisor investigated further with all documentation and previous history. After review, a previous claim for a separate order was located with a similar issue in which we honored the refund at the time as a one-time courtesy. Due to the duplicate situation, as well as the device never received at our warehouse, you were informed that the refund would be denied. Please note, we have not contacted ****** regarding your order or account and would advise to contact their support team to assist with any issues you may be experiencing with your account. At this time, your refund claim remains denied until the device is physically received at our warehouse. If the item is received, we will promptly process your refund to the form of payment used. If you have any further questions, feel free to reach out to our customer care team.

  Customer Answer

  Date: 04/24/2025

  Id like to clarify that this was my first and only order with your companyI have never previously ordered from you. Your reference to a similar situation and a one-time courtesy refund is inaccurate and appears to be a case of mistaken identity or a mix-up with another customer. Additionally, I followed your return instructions precisely. The tracking clearly shows that the return was delivered to your warehouse on March 18, 2025. If the package was lost or mishandled internally after delivery, that is not my responsibility as the customer. I upheld my end of the return policy, and I expect the same integrity in processing my refund.
  I am requesting that my claim be re-evaluated and approved immediately, as there is no valid reason for denying a refund for a return that was delivered as confirmed by the courier.
  If I do not receive a resolution shortly, I will be disputing the charge with Affirm and filing complaints with the appropriate consumer protection agencies.

  

  Business Response

  Date: 06/11/2025

  Hello ******, thank you for reaching out and allowing us the opportunity to review your claim again. We understand how important this matter is to you. After carefully reexamining the details, we found that the personal information associated with your order matches directly to another account that experienced the exact same issue, where the device was not physically received at our warehouse. As of June 10, 2025, our records show that we have not yet received the device. While we want to resolve all claims for our customers we work diligently on gathering documentation, billing and shipping information as well as additional information to ensure we investigate to the full extent. Because the device has not physically been received, along with your information aligning with another account and claim, we are unfortunately unable to approve your refund at this time. However, if the device is physically received at our warehouse we will gladly refund to the original form of payment at that time. If you have any questions, please dont hesitate to reach out to our ************* team.

• Initial Complaint

  Date:04/17/2025

  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.

  On 3/14/25, I used the ecoATM kiosk at **************************************************** to try to figure out the valuation of my old cell phone. The kiosk ate my phone without ever giving me a valuation. I could not get the kiosk door to open back up to get my phone back. I tried for probably ***** minutes before I had to leave for work. After my work meeting I immediately filed a complaint with ecoATM's customer service. In addition to this first message on 3/14, I also contacted them on 3/15 (2x), 3/16, 3/31, 4/6, 4/7, and 4/8. I have only gotten assurances that "we are looking for it in our system and will reach out to you as soon as it is located". They have refused to give any refund or compensation or even elevate my case to a supervisor. It has now been one full month and I need them to take my case seriously and compensate me for stealing my phone.

  

  Business Response

  Date: 04/23/2025

  Hello **** thank you for contacting us regarding your recent transaction at the kiosk. On 3/14 you reached out via email, advising that your device was not returned during your transaction while plugged into the kiosk cord. We followed up with emails on 3/15 and 3/16 requesting the **** to assist in locating your device, which you provided on 3/16. After receiving the ****, we confirmed that the device was flagged in our system and that we would contact you once it was located to resolve with payment for the device or return of the device. You followed up on 3/31, 4/6, 4/7, and 4/8 to request updates, and we advised each time that the search for your device was ongoing as we have to wait for the device to be confirmed received at our warehouse. On 4/17, we requested transaction details to assist in reviewing what occurred during your transaction in which you provided the requested information same day. Following our investigation, a supervisor reached out on 4/21 with a resolution to your claim, which you accepted. At this time the shipping address has been confirmed for payment to be processed out via check. If you have any further questions, please dont hesitate to reach out to our customer care team.

  Customer Answer

  Date: 04/23/2025

  
  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:04/16/2025

  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 was quoted $283 at ecoatm machine and the machine only dispensed $143.00. I called cs and gave them the drop off code within a few minutes of the transaction. She confirmed the amount I received and stated the machine had a technical problem and stated I would receive a check for $140 in 7 to 10 business days. I received an email a few days later stating that my claim was closed and that I would not be receiving my $140. I stated I would like my phone returned to me and they said they would not return it. I would like my $140 or my iPhone back.

  

  Business Response

  Date: 04/23/2025

  Hello *******, thank you for contacting us regarding your recent transaction at our kiosk. On 4/6 you contacted our support team stating your transaction was not fully paid regarding a quoted offer of $283 but only receiving $143. At the time our support agents had taken down all information regarding your transaction and escalated for further review as the transaction was showing as paid in full.Due to previous claims within your history, our agents needed to gather further details from our technical support to confirm if there was an error at the kiosk.  On 4/8, we investigated your transaction and confirmed with our technical support team that the full payment was successfully issued with no kiosk error and proceeded with closing your claim with an email sent out the same day. On 4/16 you reached out via phone requesting your device back in which our support team advised all sales are final as agreed to in the terms and services. At this time, the transaction has been paid in full for the amount of $283 and confirmed through our technical support team there was no kiosk error with the funds dispensed. Due to the agreement of the terms and services made at the kiosk when the transaction was completed all sales are final and we are unable to return the device. If you have any further questions please contact our support team. 

  Customer Answer

  Date: 04/23/2025

  The agent verified on the phone with me tha she seet the kiosk has technical issues and that it showed I only received $143 . She then said I should received a check within 7 to 10 days for $140 the balance.  She gave me my claim number. Your findings are wrong. Why would the agent say it was a technical issue when I called right after the transaction.  

   

  

  Business Response

  Date: 04/29/2025

  Hello *******, thank you for your response. Reviewing the initial call received on 4/06 you were advised by the agent regarding previous technical issues at the kiosk that they could see, advising your claim would be escalated for review to approve payment. While reviewing the claim a technical support case was created to service the kiosk and confirm if there was an error as the logs for your transaction showed paid in full. With the service of the kiosk completed, no error had occurred as well as the dispense of the bills equaling the amount quoted for the transaction. Due to this confirmation as well as the previous history with the similar situation your claim has been denied as payment was provided in full at the kiosk. 

• Initial Complaint

  Date:04/11/2025

  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.

  On 4/11/25 I was at my local ******* in ***************, **, and had attempted to use one of their automated kiosks found by the front doors, around 5:00p.m. All went well until it asked me to insert my I.D. for the identity verification step (understandable). It accepted the physical card, but did not acknowledge the fact that it took it. And it never returned it. So, being as I didn't have a working phone on my person and ******* wouldn't let me use one of their phones to call the service number, I had to run home and use a different phone to call. This took me about an hour seeing as though I had to ride the light rail. Once I called customer service, sat on hold for almost 15 min. I finally got through to a lady who was no help at all. She said that they were sorry and that they would send it back to me or could compensate me for a new one, neither of which I accepted. I then in turn asked to speak to a supervisor and she flat told me no. She can't do that cause apparently they don't have a way to transfer calls to different desks or something... Makes no sense to me. But now here I sit, no id, which I'm required to have to go to work, looking at facing the loss of my job cause I can't work without my i.d., waiting on a call back from someone whom I doubt is even going to call. Lost wages, possibly a lost job, and can't make rent, or feed my family,(four kids and my wife plus 2 fur babies...) all for the fact that they refused to send a tech out to get my i.d. out of the kiosk. (I know they have them, I've seen and talked to them before locally) so to say I'm a little upset would be the understatement of the year! I'll be contacting my attorney as well to see what options I have there as well.

  

  Business Response

  Date: 04/18/2025

  Hello ******,thank you for reaching out to us regarding your ** issue during your recent transaction. We sincerely apologize for the inconvenience caused. On 4/11, you contacted us but were no longer at the store to receive assistance and were unable to return to the kiosk. We offered to cover the cost of replacing your ** with a payment of $36, but you declined and instead requested compensation for lost wages. As we mentioned at the time, we are unable to reimburse for lost wages but are still able to assist with the cost of a replacement **. You then requested to speak with a supervisor.  Our agent offered to have the next available supervisor reach out via a call back. Our supervisor attempted to contact you on 4/12 using the phone numbers we have on file, but we were unable to leave a voicemail. A follow-up email was sent on 4/12 requesting confirmation of the ** type. On 4/13, you responded via email advising that your ** is a Class A CDL Drivers License, and that the replacement cost is $150. You also noted that you missed two 8-hour shifts and requested reimbursement for the missed work hours. We attempted to call you again on 4/14 and followed up via email when we couldnt reach you. Our records indicate that the ** from a previous transaction on 3/28 shows a standard ** Card. We asked for documentation on 4/15 confirming that your ** is a Class A CDL license, but we have not received this. As of now, we are still offering the $36 check for the replacement **. We are unable to provide additional compensation for lost wages. Additionally, after a review of your account history, we identified multiple transactions involving devices that were found to be counterfeit. As a result, our legal team will assess your transactions, which may lead to a block on your **. If you would like to proceed with the $36 check for your ** replacement, please confirm your mailing address. Our customer care team is available if you have any questions or need assistance.

  Customer Answer

  Date: 04/21/2025

  
  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.
   My address is:

  ***************************;

  **********, ***************;

  95838

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

  
  

• Initial Complaint

  Date:04/08/2025

  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.

  On March 29, 2025 I discovered that my phone was missing. I don't know if I dropped it or if someone removed it from my vehicle. After searching, I used the find my iphone app to track my cell phone. I discovered that it was at a ****************** in an ECO ATM machine. I put a stolen block on the phone. Someone had sold my phone. I had to file a police report and contact the Michigan State Police to retrieve my phone. I was told by the Trooper that due to the frequency of responding to such calls, they no longer handle these situations. I was advised to reach out to the company to return my phone. I was told the machine is emptied weekly and that I would have to provide my cell's IEMI # to retrieve it. Attempts were unsuccessful. How can a company accept a phone and not ensure that the person that sold them the phone was actually the owner? I think this encourages theft and ECOATM is receiving stolen property and paying for it.

  

  Business Response

  Date: 04/14/2025

  Hello ****, thank you for contacting us regarding your missing device. We understand how frustrating this situation can be and appreciate your patience as we work through your claim. Please note that during any transaction, we inform customers that we work closely with law enforcement regarding any missing or lost devices that are sold to our kiosk. On 3/31, you reached out to our team regarding your missing device, and we requested the **** number to ensure we flag for your specific device. At the time you did not have this information available and were advised by our support team on the process regarding the **** flagging and follow-up steps. On 4/1, you contacted our support team and advised you only had the last 4 digits of the **** in which you were advised that the full **** would be needed to properly flag for your device, but you refused to provide.  With no follow up response regarding the ****, our team reached out on 4/08 via phone to request the **** once again to assist in resolving your claim. At the time you advised only having the last 4 in which we provided options on how you could retrieve the full ****. At the time, you advised that a police report was filed and would contact us back once you had the full ****. To ensure you had all necessary information, we sent an email as well to provide options on how to retrieve your ****. On 4/9, you reached out via email providing our support team with the full ****, which was flagged the same day with an email confirmation sent as well. At this time, the **** has been flagged and if the device is confirmed received at our warehouse, we will follow up via email initially before contacting via phone for the next steps to have your device returned free of charge. If you have any additional questions or need further assistance, please dont hesitate to contact our support team.
  
  

• Initial Complaint

  Date:04/06/2025

  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.

  Around Jan. 28 I arranged to sell a used iPhone SE 3rd Generation 128 GB to this company which does business as Gazelle for $108. I mailed the device and they claimed not to receive it for weeks, after which I filed an affidavit of loss. Then they told me they had received it and would evaluate it. Not having heard any update, I checked my promotions email folder and saw that they had adjusted the offer downward to $37. I see this is a common bait and switch tactic other consumers have complained of with this company. Because I didn't see the email in time, they said they automatically accepted the offer and are now refusing to pay the price that they offered me or to return my device. They haven't given a clear reason for the adjustment, they claimed various reasons none of which appear to be valid. I would like them to honor the original price or return my device or an identical device to me.

  

  Business Response

  Date: 04/08/2025

  Hello *******, thank you for contacting us regarding your recent transaction. We understand the delay has been frustrating, and we appreciate your patience throughout the process. You initiated your transaction to sell your device to us on 1/28 in which you contacted our support team on 2/20 for an update as you stated the device was shipped on 2/5. At that time, we had not received the package as well as **** not updating the tracking, so our team provided you with an affidavit. On 2/25 the affidavit was returned to us and your claim was reviewed further showing the tracking had updated via **** with delivery on 3/10. On 3/11, a representative contacted you to confirm that your device had been received and was in processing to be inspected. We asked you to monitor your email for further updates as this would be the form of communication once the device completed the process. The device was processed on 3/12, and you were emailed a revised offer based on the condition of the device as well as expiration of the transaction on 3/12,3/17, and 3/22. As we did not receive a response within the allotted time, the offer was auto accepted on 3/28, with the payment issued the same day. On 4/3 you contacted our support team stating you had not received any updates. We asked you to check your spam or junk folder, and you later confirmed that the emails had been located. You requested the return of your device; however, as noted in our terms, we are unable to return devices once the offer is accepted and payment is issued. You also requested the full offer amount, as you believed the device's condition had been incorrectly assessed and requested to speak with a supervisor. On 4/7, you spoke with a supervisor and were offered a resolution payment due to the delay with **** affecting the offer, which you accepted. We advised that the payment should be processed on 4/10. If you have any additional questions or concerns, please dont hesitate to reach out to our customer care team.