Complaints
This profile includes complaints for EcoATM LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 607 total complaints in the last 3 years.
- 176 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:10/13/2022
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.
My phone was stolen and sold at the kiosk in the ********************* at 2pm on 9/25. I was able to track it there on the *** and that it where it remained till it died. I've tried numerous times to contact the company but no one ever responds. EcoATM claims to value security on their website, but this in no way seems to be the case
Business Response
Date: 10/19/2022
Hello,
This is in response to BBB complaint ******** from *******************************. I confirmed we have resolved this issue with the customer under claim *********
Thank you for bringing this response to our attention.
Gazelle, Customer SupportInitial Complaint
Date:10/13/2022
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.
My phone was stolen and sold at the kiosk in the ********************* on 9/25/2022. I was able to track it there on the *** and that it where it remained till it died. I've tried numerous times to contact the company but no one has responded over the past 2 weeks. I have been working with local police, but unfortunately they are unable to proceed since the company is unwilling to assist. EcoATM makes numerous claims about valuing security on their website, but this definitely does not seem to be the case. I would greatly appreciate any assistance on getting the phone back.Business Response
Date: 10/14/2022
Hello,
This is in response to BBB complaint ******** from *******************************. I confirmed we have resolved this issue with the customer under claim *********
Thank you for bringing this response to our attention.
Gazelle, Customer SupportCustomer Answer
Date: 10/15/2022
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:10/09/2022
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.
I had an iphone stolen from me over a year ago. Several months ago, the thief sold it to ecoatm, which contacted me (as the phone was still attached to my account) to get me to unlock it, upon which time I informed them it was stolen and would like my property returned, which they agreed to only they keep adding more and more conditions, then will wait months before contacting me back. They now state that to get my property (which they know is mine because THEY contacted ME initially!) I either need a police officer up fill out a form (which ********** cannot be bothered to do) or I need to REIMBURSE them (?!) for the money they paid the thief plus money for shipping it back. I reminded them that their shady business model invites risk, and their criminality of being in possession of stolen goods not withstanding, asking a victim to PAY for HIS OWN PROPERTY is akin to racketeering and extortion. They just keep dragging their feet, bluffing, and threatening to destroy/recycle my device (for which they explicitly were told they DO NOT have permission to do) if I do not pay their ransoms to get my property returned to me. Egregious!Business Response
Date: 10/14/2022
Hello,
This is in response to BBB complaint ******** from *************************. I confirmed we have resolved this issue with the customer under claim *********
Thank you for bringing this response to our attention.
Gazelle, Customer SupportCustomer Answer
Date: 10/15/2022
The company has not even responded to this complaint, LET ALONE to my satisfaction as they do claim. This company clearly has a business model of barefaced lying in emails, and they continue to hold my property hostage trying to get a ******.Business Response
Date: 10/19/2022
Hello,
This is in response to BBB complaint ******** from *************************. I confirmed we have resolved this issue with the customer under claim *********.
Thank you for bringing this response to our attention.
Gazelle, Customer SupportCustomer Answer
Date: 10/20/2022
Better Business Bureau:May it first be noted that the company drug its feet for months and months trying to extort me and hold my property hostage stating even that legally they were unable to assist me without me first sending them money, only for them to so quickly spring to action once you at the bbb were involved (even though they never contacted me again, they did mail the device). While I have my property back, I am no more convinced that they have changed their shady practices but rather they are trying to save face in my instance while keeping their policy as to harm others who come after myself and may not be so wise as to have to consult an outside company (you at the bbb) for assistance.
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:10/06/2022
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 purchased a phone from gazelle when it arrived it did not work wouldnt even turn on so I called and got a shipping return label. I dropped the phone off at a *** location which also picks up **** items on September 1 2022. I waited days called and they said they had t received it to go to the location I dropped it off and make sure it sent out. I did that and it did get picked up. I waited another week to call and still saying not received. The other complaints for this company are many similar stories. This was almost $500 of very hard earned money and I refuse to be scammed.Business Response
Date: 10/11/2022
Hello,
This is in response to BBB complaint ******** from *******************************. I confirmed we have resolved this issue with the customer under claim *********
Thank you for bringing this response to our attention.
Gazelle, Customer SupportInitial Complaint
Date:10/05/2022
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.
Order Date: 09/02/2022 Order # SHP749327 Product: Iphone 13 ************* amount: $1,064.39 USD Dispute Reason: Returned with no refund Return Started: Sept 8th Return Delivered: Sept 17th Tracking: ****************************** I have been ****** patient with these people. I found a better price for the phone locally so I sent back the phone that gazelle had provided. I started the return on Sept 8th, and it was delivered to gazelle on Sept 17th, after which they emailed me saying they received the item, and the website said I had been refunded and should expect the money in 5-7 business days. It is now October 5th and nothing has been done. It has been almost 3 weeks since my item has ALREADY been returned. I contacted them for the 3rd time last week and they had me fill out a form, saying they would get back to me in 1-2 business days after their investigation. It is now business day 5 and they have not reached out once, only replying with generic responses when I try to contact them. I have done all they asked for, so I demand a refund, at this point they are just holding my money in hopes I let it go.Their reasoning is that the tracking shows the package was forwarded when they claim "we never do that". That's not my responsibility. I did my half in delivering it on the 17th, what they did with the package after that is solely on them and them alone. I don't know what happened to it and that's not my concern, I just want my money. They can figure out the rest on their own AFTER they've returned what's mine. Picture 5 shows where the tracking USED to say delivered before they forwarded it. At the time of delivery, it only said delivered, with the normal green status. What they did with it after is not in my handsBusiness Response
Date: 10/11/2022
Hello,
This is in response to BBB complaint ******** from ************** confirmed we have resolved this issue with the customer under claim *********
.
Thank you for bringing this response to our attention.
Gazelle, Customer SupportInitial Complaint
Date:09/26/2022
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 went to one of the eco ATM machines on 09/15/2022 to sell a iphone 13 pro i previously owned and when i was supposed to get my payment the machine told me it couldnt give me my payment and to call customer care. I called and no one picked up my call i have been calling since the 15 and today on 09/26/2022 i still hvent heard back from themBusiness Response
Date: 09/29/2022
Hello,
Thank you for reaching out. We are very sorry to hear you were not able to get your full payment at the kiosk. Unfortunately, we do not have any record of contact from either phone number or email on file and are unable to locate any transaction information based on what was provided.
A representative has been assigned to this claim and will be following up via phone and email today, 9/29.
Please let us know if there are further questions or concerns we can address.
Thank you
*************************
Customer Support Manager
Initial Complaint
Date:09/26/2022
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.
I sent in a iPhone 13pro 256gb in excellent condition my gazelle ID is *************. I keep calling to find out where is the phone and has it been processed. I can't get anyone on the phone and they never email. After reading the reviews and seeing the time frame. I am nervous I contacted swappa and they are willing to offer me $30 more than what gazelle is giving me.Business Response
Date: 09/29/2022
Hello,
Thank you for reaching out. This item was received on Thursday 9/22 before the warehouse was closed for the weekend. We see this transaction was completed and paid out for $583 on Monday 9/26/2022. No further action or steps are needed at this time, as the customer's original offer was determined correct and auto-accepted.
Please let us know if there are further questions or concerns we can address.
Thank you
*************************
Customer Support Manager
Customer Answer
Date: 09/29/2022
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:09/23/2022
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 purchased a phone from gazzelle on 09/06/2022 and recived a stolen phone I went ahead to return the phone and purchase a new and recieved a phone that is still being financed zero help from customer support this a toatal scamBusiness Response
Date: 09/26/2022
Hello,
This is in response to BBB complaint ******** from *************************. I confirmed we have resolved this issue with the customer under claim *********.
Thank you for bringing this response to our attention.
Gazelle, Customer SupportCustomer Answer
Date: 09/27/2022
I have not gotten a response or refund from this business! Its a total scam and i returned the phone and stiull no refund after two weeks of the phone being recieved by the business.Business Response
Date: 09/29/2022
We followed up with this customer on 9/19/22 where we advised him that he will not be able to unlock his device as it was purchased for service with AT&T. We advised the caller that device can be returned for a full refund and the caller agreed.
Thank you,
Gazelle Customer Support
Initial Complaint
Date:09/17/2022
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 went to an ATM today to sell three phones and it stole all three of them and said this is embarrassing please call. I needed that money. They stole my phones.Business Response
Date: 09/20/2022
Hello,
This is in response to BBB complaint ******** from *********************. I confirmed we have resolved this issue with the customer under claim *********.
Thank you for bringing this response to our attention.
Gazelle, Customer SupportInitial Complaint
Date:09/14/2022
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.
They offered $84 for an old ipad, which I sent to them. They said that it would take 2-3 days to inspect. After contacting them several times and being put off for over 2 weeks, they finally came back and said they would not offer anything for the ipad. They claimed it was scratched(not true) and it was the wrong ipad. I expected to be offered something for the ipad, even if a reduced amount. I believe this business is a scam. Best Buy at least offered me $25.Business Response
Date: 09/19/2022
Hello,
This is in response to BBB complaint ******** from *******************. I confirmed we have resolved this issue with the customer under claim *********.
Thank you for bringing this response to our attention.
Gazelle, Customer Support
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