Complaints
This profile includes complaints for EcoATM LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 613 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/04/2023
Type: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.
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,
*******************
Business Response
Date: 03/16/2023
Will have their phone returned back to themInitial Complaint
Date:03/03/2023
Type: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 iPhone 13 *** pro and am owed 420$ Ive reached out to the company multiple times they said Id get a check at the beginning of this month and Ive got nothing yet this all happened at the beginning of February its now march and still owed 420$ I used a kiosk in ********** ** at a food 4 less and they never gave me the cash Ive been trying to get a hold of anyone for a update and no response Ive sent several emails to eco atm consumer complaints and nothing Im about to seek legal representation if this matter isnt immediately remediedBusiness Response
Date: 03/16/2023
We sent out the check to the customer on March 14th sorry for the delay.Initial Complaint
Date:03/02/2023
Type: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 February 23rd at 5:25 PM, located at the **********, ** location.I put in two IPhone 14 Pro Maxes 128GB ******* phonesthe amount the machine offered me was $425 a piece so $850 total. The machine had me try my Venmo and it had an error code, then had me try PayPal and still didnt pay out and told me to call customer service. I sat on hold for over and hour. I wrote into the ******** page and they said a check would be ***** overnighted to me on either 2/28 or 3/2. I have a tracking number, but the check has still not been received by ****** I have a messaged the ******** several more times with no response and Ive emailed the claims department. Im being ignored and that machine stole $850 from me. I was promised the delivery of the check and now Im being ignored. I want my money or I want my phones back.Business Response
Date: 03/16/2023
The check was sent out on Feb 28th if still not received please let us know.Initial Complaint
Date:02/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sold my iPhone 13 at a kiosk. The kiosk said it didnt have cash and would pay via Venmo. I gave my Venmo info and it said it found my account. It said my payment was being processed and I never received my payment of $230Business Response
Date: 05/10/2023
Hello,
Thank you for bringing this to our attention!
Per claim C02489030, the device was sold to ** on 2/27/2023 for $230 via Venmo payment to phone #**********. All systems indicated the payment was successful, and we were not able to force return the payment. *****'s policy is that it can be up to 30 days before a payment is returned to ** and at that point, we are able to issue a check. I do see that payment was confirmed as returned on 4/14/2023 and we were able to issue you a check on 4/18/2023. It should have arrived within **** business days or less.
If this is incorrect or you have not received your payment, please let ** know.
Thank you
Crystal
Customer Care OperationsInitial Complaint
Date:02/27/2023
Type: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 ordered a phone from Gazelle.com, a third party used phone resale under EcoATM. I paid $623.80 for this device. On the site, it has a statement about quality check assuring theres no lost or stolen phones purchased for resale, except thats exactly what mine is. I attempted to carrier unlock my device but upon doing so, my provider told me to contact the company I purchased through because the **** has been reported lost or stolen. The associate had to report that the phone was in use so I woke up today with no phone service and now I cant use this phone at all anymore, due to the **** being locked through my service provider. I try to get ahold of the company and no one will answer the phones or understand my issue. I was told to return the phone and they would check and consider a refund but I cant be without a phone. Im a stay at home mother of two small children and I have no family around me. This phone is my lifeline for appointments and safety of my children.Business Response
Date: 06/14/2023
Hello,
Sorry to hear about your claim. I have reviewed it and does show that we went ahead and did the return. Also, checked and you were refunded. We do run the IMEI's of each device that is sent out to check for financed or lost/stolen devices. Sorry to hear that you had to deal with this. If you decide to order again we can give you a shipping code on your next order. Thank you and have a nice day.
Initial Complaint
Date:02/27/2023
Type: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.
Hi. I sold a iphone 14 plus to the eco atm . It took my phone and told me to put in payment info then prompted me to call for my payment but I can't get no one on the phone. I would like to get my money or my phone backBusiness Response
Date: 06/14/2023
Hello,
Sorry to hear about your claim. I have reviewed and it does show that we did send a check out to you. Sorry to send the check out later but we had to wait for the funds to be sent back to us before paying out. If you have any further questions please call or email us. Thank you
Initial Complaint
Date:02/27/2023
Type: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.
Yes I used eco atm to sell my old phone and I didnt get paid in full for selling my phone and Im still owed 144 dollars its been 2 weeks cant get anyone to answer the phone or emails or anythingBusiness Response
Date: 03/16/2023
We sent out the check on March 2nd to the customer.Initial Complaint
Date:02/26/2023
Type: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 paid for four iPhones and then returned them back to Gazelle. I have been asked to return an affidavit which I did quickly and promptly. My credit card statement is coming due soon and it is a pain to get in contact with ecoATM/Gazelle. Hopefully filing a complaint will put my case on their radar. I am expecting my refund after having done everything asked of me. The website claims a refund has been issued when it has not which is misleading. I am getting fed up of waiting and just want my money back.Business Response
Date: 03/16/2023
The customer has fully been refunded for the devices that they have returned back to **.Initial Complaint
Date:02/24/2023
Type: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.
Purchased a cellphone from the Gazelle Company on 12/19/22. Purchase price was $269.99. Phone was returned and confirmed delivered back to Gazelle on 1/17/23. Gazelle has both the phone and the money. I have called numerous times and sent several emails that all remain unanswered.BBB please help me to get the money back that I paid to the Gazelle Company.Business Response
Date: 03/16/2023
I have issued the refund sorry for the delay.
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