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 LLC

  300 A St Boston, MA 02210-1620

• 

  ecoATM

  49 W Maryland Street Indianapolis, IN 46225

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  ecoATM

  10202 E Washington Street Indianapolis, IN 46235

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  ecoATM

  6020 E 82nd Street Indianapolis, IN 46250

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:05/13/2025

  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.

  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: 05/08/2025

  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.

  

  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.

• 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.

  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.I have been blocked from calling and emailing as well.

  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. 

  

  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.  

  

  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.

• 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.

  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: 04/23/2025

  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.

  

  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.

  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.pite 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.

  

  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.