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

  3919 Lafayette Road Eagle Creek, IN 46254

• 

  ecoATM

  6020 E 82nd Street Indianapolis, IN 46250

• 

  EcoAtm, LLC

  3060 N National Rd Columbus, IN 47201

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2022

  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.

  In June 2022 I found an online firm named GAZELLE that purchases cell phones. I sent them my phone, which was in pristine condition. They had quoted me a price of $114 for the phone. However, they never paid for the phone. I contacted them a month later and they said the phone was worthless; they would either throw it away or mail it back to me. I chose to have them mail it back to me, only now over another month later, still no phone. I keep getting fobbed off to different company reps, who've told me things like they'd get me the tracking # (no # has ever been given to me). Without a doubt, this company has already SOLD MY PHONE, and is refusing to pay me what they offered. In effect, they have STOLEN it. Fraud doesn't get any more blatant than this. After all of these problems, and with no resolution in sight, I checked online (something I should have done at the beginning!) and found a 41% BAD rating for selling to this company. I'm a 72 year-old retired teacher on a very minimum income. Sale of this phone would have been a help this past summer.

  

  Business Response

  Date: 09/09/2022

  Good Day!
  
  This is in response to BBB complaint ******** from ***********************. I have confirmed we're working to resolve  this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 09/09/2022

  A week ago I received an email from Gazelle that they were mailing me $114 for my lost phone.  So far, no check.  Gazelle said that it would take **** business days, so it still might come; the last day it should be here is 9/16/2022. 

   

  How I hope they are going to be honest and have truly sent me payment for the phone I "sold" to them.  If nothing comes by 9/16/2022, they are obviously continuing the delaying tactics for having sold my phone, but not paying me for it.

   

  Thx for your help!

  

  Business Response

  Date: 09/19/2022

  I can confirm the check was mailed out on 9/6/2022. If the check is not received after the 10th business day we can stop and reissue the payment at the customers request. 

   

  Thank you, 

  Gazelle Customer Support 

• Initial Complaint

  Date:09/07/2022

  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 recycled several phones in an ECO ATM machine at our local ******* store on 8/4/2022. At the end of the transaction the machine kept my drivers license which I had to insert into the machine to complete the transaction. I was on hold for a couple of hours with the company and never got to speak to anyone so I sent an email. The reply was that I would have it sent back to me within 21 days. Then I got an email a month later stating that my drivers license was lost and that they would pay for a replacement. I don't want a replacement. I want my drivers license returned because of identity theft. I believe there is something very wrong with this company and how they can get away with taking peoples drivers licenses.

  

  Business Response

  Date: 09/09/2022

  Good Day!
  
  This is in response to BBB complaint ******** from ***********************. I have confirmed we're working to resolve this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 09/25/2022

  To Whom It May ******* at the BBB,
  

  I am rejecting the response from EcoATM because they stated that they are working with me to resolve this issue. I spoke to someone on the phone several weeks ago and they stated they would call me back that same day to let me know if my drivers license was shredded or found somewhere and that they would send me "evidence". I never heard back from anyone again via a phone call or a letter. This has been going on for almost two months. My desired resolution is to know where my drivers license is because of identity theft. They had it in their machine and someone is not going to open up the machine and just lose it. That is not a satisfactory response for me. 

  Thank you,

  ***********************

  ************

  

  Business Response

  Date: 09/29/2022

  We have followed up with the customer and provided a resolution she is ok with. 

   

  Thank you!

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

• Initial Complaint

  Date:09/02/2022

  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 the day of September 2,2022. I used a EcoAtm kiosk located at a Dollar General in Staten Island **. Upon using the kiosk I entered a iPhone XS phone included my ID and other request by the machine to receive a payment for $12. When it was time to receive payment from the kiosk a message stating Well, this is embarrassing. Im sorry I wasnt able to pay you. Please call us now so we can pay you another way. ************* I immediately took a picture of the screen and contacted the phone number provided to speak with a representative name ******* who claim he was taking my information and within 5 minutes of the call I would receive a email from EcoAtm with a claim number to finalize a option of payment. I never received such email. I waited 30mins and contacted back EcoAtm. I spoke with the same representative ******* again and asked to reconfirm my email address and I also informed him that Id never received such email as he stated previously on the first initial phone to EcoAtm. ******* the representative assured me I would receive a email and he also provided now a claim number C02373562. Now a entire hour has gone by since the second phone call. I called back spoken with another representative who stated the claim has been finalized how exactly is that if I had never received a email. He assured me for my inconvenience that he was a claims supervisor that instead of receiving a $12 payment for the IPhone XS I would include $10 for my inconveniences which would total out to a payment of $22. The representative sent me a email which did not state what we had discussed as well as the incorrect spelling of my name and stated I should receive a check in the mail which he never informed me on how long that would be. At this point I can not retrieve back the iPhone XS because its inside the kiosk and I was never paid.

  

  Business Response

  Date: 09/08/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *****************************. I have confirmed we're working to resolve  this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 09/08/2022

  I have yet to receive any sort of payment for my iPhone that has been in there possession since 9/02/2022. All I keep receiving is emails stating they are aware of the issue.

  

  Business Response

  Date: 09/14/2022

  I can confirm the check went out on 9/6/2022 and was mailed USPS. 

   

  Thank you!

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

   

  Customer Answer

  Date: 09/15/2022

  I have yet to receive payment from this business.

• Initial Complaint

  Date:09/01/2022

  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.

  When getting a quote for a old iPhone my drivers license fell into kiosk machine. I was told if found it can ***********-8 weeks to get it returned. This business wont return my calls. I called back after twp weeks and the guy said machine had been serviced but had np idea if my DL was found. Said he probably wont know anything for another 6 weeks.i live half a mile from location, this is horrible customer service and its regarding something very important. He should have found who service the machine and reached out to him. But he was too lazy to make a call . When I asked to speak to his manager he said id have to hold ***** minutes. How he knew that answer so fast? Well I waited on hold for hour then I was disconnected. Ive called 2 other times and never got my calls returned. My wallet was lost afterwards but I cant get new credit cards without any ID. To get a replacement i have to make a police report and pay **** and i just got this driver license last month. Please help

  

  Business Response

  Date: 09/14/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *******************************. I have confirmed we're working to resolve this issue with the customer under *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 09/25/2022

  Finally someone in that company has contacted me. Ive been waiting 6 weeks for multiple calls to  be returned. This hasnt been resolved yet. Therefore i do not accept or reject their response until that happens. 
   *******************************

  

  Business Response

  Date: 09/29/2022

  I confirmed the check was mailed out on 9/15/2022 closing this claim out. 

   

  Thank you!

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

  Customer Answer

  Date: 10/06/2022

  
  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:09/01/2022

  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 WENT TO THIS COMPANY'S KIOSK IN ******* TO GET CASH FOR MY OLD I***** 11 PRO *** AND TOLD IT WOULD BE $215 PAID TO ME FOR THE ***** ON 8/31/2022. THEY OFFERED TO PAY IT BY VENMO OR PAY PAL. I CHOSE VENMO. AS OF TODAY 9/1/2022, I HAVE NOT RECIEVED THE MONEY, AND I DECIDED TO CALL THEIR CUSTOMER SERVICE. AFTER BEING ON THE ***** FOR 50 MINS- I ONLY SPOKE TO 2 PEOPLE AND ALL THEY DID WAS ASK ME MY NAME, WHAT LOCATION, THE ***** TYPE, AND BOTH CS REPS SAID LET ME PUT YOU ON HOLD TO PULL THIS UP. I DECIDED TO HANG UP AFTER WAITING FOR NEARLY AN HOUR ON HOLD WITHOUT ANYONE HELPING ME. I WANT MY $215.

  

  Business Response

  Date: 09/07/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *******************. I have confirmed we're working to resolve this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

• Initial Complaint

  Date:08/27/2022

  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 sent my device to ********************** which is owned by EcoATM LLC. I shipped my device in to Gazelle on June 13th 2022. They received the device on June *********. Since that time they have never given me an offer to buy my old device. Now after months of my emails being ignored they are claiming they cannot find the device and our requesting an IMEI from me though they have the device. I have provided the devices serial number to them. In addition, to this I have a recording from my conversation with Gazelle canceling this order and promising to return the phone to me which has never happened. Tracking: https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=9201990113668007317322

  

  Business Response

  Date: 09/09/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *******************. I have confirmed we're working to resolve  this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

• Initial Complaint

  Date:08/22/2022

  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.

  8/21 @ 9:00 PM - I sold my phone at the kiosk (for food money). The kiosk did not have the cash to pay me (they advertise that they pay cash immediately). Consequently, I accepted the option to be paid via Venmo. The money never came and I had to lodge a case. They sent an email asking me to reply to confirm my issue which I did and still no reply or money! I can't call them due to them having my only phone. Since I could NOT buy food or get back home without walking 4 miles last night I had to call someone to pick me up and borrow money for food. If I knew that would be the case, I would have kept my phone.Simply, this is theft by taking.

  

  Business Response

  Date: 08/24/2022

  
  Good Day!
  
  This is in response to BBB complaint ******** from *************************. I have confirmed we're working to resolve  this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 08/24/2022

  All they do is advise me to call them.  I DON'T have a phone.  they have both my son's and my phones and haven't paid for either.

  

  Business Response

  Date: 09/29/2022

  I can confirm this was paid out and processed to the customer PayPal account on 8/26. If the caller has not received this payment in error, Please advise us so that we may look into it. 

   

   Thank you~

  Gazelle Customer Support 

• Initial Complaint

  Date:08/18/2022

  Type:Order 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 an iPad to this company operating as Gazelle and they have stolen my iPad and not paid for it.

  

  Business Response

  Date: 08/24/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *********************. I have confirmed we're working to resolve  this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

• Initial Complaint

  Date:08/18/2022

  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.

  I sent an iPad to Gazelle on 8/1 in order to sell it for a quoted price of $251. They received the IPad on 8/8/22. As of today, 8/18/22, they have not paid my for my iPad.

  

  Business Response

  Date: 08/24/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *********************. I have confirmed we're working to resolve this issue with the customer under claim *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

• Initial Complaint

  Date:08/18/2022

  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.

  Started the process on 7.22.2022 I started getting send in your box emails on 7.28.22. I am unsure why. My product was received by Gazelle at 9:01AM on 7.29.2022 I received another send in your box email on 8.2.22 - they received my device on ******* I waited a week and after receiving an email stating to send in my box I called.My claim was supposed to be escalated. It was not.I called again and my claim was escalated. It now takes an additional 3-5 business days to process the escalation.It has now been 6 business days later and I have heard nothing. I have been on hold on and off today ****.22 for 3 hours. I have tried to complete a Chat on and off today ****.22 most of the day and only get the "We will be with you shortly" message. At 6:55PM on **** after waiting on hold for over 26 minutes I was assured I spoke with a "senior customer service representative" who knew absolutely nothing about my claim. He was very unprofessional and his only response was "he would have to email his warehouse and see where my product is" and that he would call me back once he heard. I have no idea where my devices are and as it stands right now I am at complete loss in what I sent in. The trade was worth over $600. The retail value is more than that. I just would like either my check for the phones I sent in, or my devices back.

  

  Business Response

  Date: 08/24/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *********************. We have resolved this issue with the customer under claim ********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 08/24/2022

  
  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,
  
  *********************