Complaints

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:01/13/2025

  Type:Delivery 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.

  I initiated a trade in with Phobio for an iPhone X 256GB. The amount that they offered was $50.00 with a conf #***********. I accepted the trade in value and was sent a shipping kit to be sent back via ***. I sent the package with the phone on 12/16/2024. The package was scanned at a *** store and was verified by the *** tracking #1ZE9E5729040092908. The package was never received at Phobio. I have tried to contact them 3 times through their email contact system, received verification of the contact, but have not heard anything back from the company. I have contacted ***, and they said that they have contacted the shipper, Phobio, and have not heard back from them regarding the lost package complaint. We are now approaching 4 weeks with no communication at all from Phobio regarding the trade-in. This is unacceptable.

  

  Business Response

  Date: 01/13/2025

  Hello *****. We're sorry we did not get back to you sooner. You sent an email today and our support response time is 1-2 business days. We'll be sure to look into your case further to provide an adequate response about your concerns with shipping. 

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   While I did send a message to Phobio today, this is the third time that I have contacted them over the past three weeks, I have yet to get a response from them.  I will await a response from them by Thursday of this week.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/12/2025

  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.

  Hello,I am having trouble getting a response from Phobio on a time sensitive issue.I accidentally shipped my trade-in for confirmation number *********** with the incorrect shipping label. I used the shipping label from my cancelled trade-in confirmation ***********.Can you please help ensure you process the trade-in for ***********? It will arrive with the incorrect shipping label.Please help correct this. Thank you!Correct Trade-In *********** IMEI: *************** Tracking #: 1Z7106X09094617816 Cancelled Trade-In *********** IMEI: *************** Tracking #: 1Z7106X09097806482 Regards, ***** *****

  

  Business Response

  Date: 01/13/2025

  Hello *****. When we receive your device for inspection, we double-check the specs, and serial number, and update the quoted trade-in value accordingly. If your specs warrant a different value, we will adjust the trade-in amount, and you will be notified via email.This also means, whatever device is shipped, we use the shipping label to determine which trade to receive it under. In your case, both trades will be updated to what is received in that package. 
  
  

• Initial Complaint

  Date:01/10/2025

  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 sent in two separate trade ins (*********** and ***********). It has been two weeks and I have not even received an email communicating it was received even though tracking shows it was signed for. These are both extremely high value items and zero communication is unacceptable. I have sent in service tickets that have gone unanswered and Im afraid Ive been scammed.

  

  Business Response

  Date: 01/10/2025

  Hello *****. We're sorry there has been such a delay with marking your trades as received. Because of the Canada Post Strike, there has been a backlog of deliveries at our facility which caused a delay. Regarding your support ticket, we only see one that was sent to us yesterday. Our support response times are within 1-2 business days. Our support team will take a look into your trade and provide an update by next Monday. 

• Initial Complaint

  Date:01/10/2025

  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.

  I returned trade in box Confirmation #*********** with iphone inside on 12/23, delivered on 12/27, *** Track 1ZE9E5729040445723, phobio emailed me on 12/30 stated that empty box without device received. I emailed phobio customer service support right away on 12/30, then 1/2, 1/5 1/8, with request number (#*****) (#*****) (#*****) (#*****) (#*****) (#*****) No any response at all until today, " This Support Ticket has been marked as "Solved," and we hope it was to your satisfaction." from Phobio LLC, it is a fraud, somebody must ***** from those trade in box, apparently, nobody investigate, this is fraud. It is 600 USD trade in value. Phobio has no anyother way contact, no phone, no chat, never emailed me back for investigation or solution.

  

  Business Response

  Date: 01/10/2025

  Hello ****. We hate to see your response to our assistance with filing a claim with the shipping courier. As you may understand, a full investigation will need to be completed with *** plus authorities as this is the second time this has happened with your trades to us. We appreciate your patience as we continue to work with you and *** on finding your missing package. 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22783733
  
  I am rejecting this response because:
  Phobia did not response to me at all  after my email on 12/30, they did not do investigation, just simply told me on Jan 8 case was resolved . After I compliant again, they finally told me to file complaint to ***, also they told me even they file complaint to **** I only can get 100 out of 600 usd back! 
   It is apparently a fraud! No customer service no response no investigation at all from 12/27-1/8! No further information anbout this empty box!  And online other customers also compliant they did the same thing report iPhone was damaged, or received empty box! 
  

  please help me to work against such a scam/ fraud, stop from me!

  why trade in can not be in store in person, then trade in company can not earn profit or steal from customers.?
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 01/10/2025

  Hello ****. We do have records showing we have responded to your support requests. The latest asking for the description of your device to add to the claim. Without this, *** will deny the claim and no payment can be made. Please understand that these claims can take up to 30 days for a response. Thank you for your understanding and patience. 

  Customer Answer

  Date: 06/10/2025

  I filed trade in my Iphone ****************************** program by Phobio LLC on 12/23/2024, Confirmation #***********, we dropped off in *** on 12/27, Phobio claimed "empty box" received on 12/30, then as shipper, Phobio LLC refused to file *** claim to investigate until Feb, 2025, then not cooperate with ***, never response to me by all means since Feb 7. The phone was stolen and activated after I dropped off in *** on 12/29/2024 per police and apple subpoena report. I asked *** for pay for my loss in May, *** finally informed me" We sent check to Phobio LLC on 02/27/2025" I requested *** supervisors to contact Phobio for my check, phobio never respond to me after emails and online requests. I am the victim here, why *** sent check to Phobio without notify me, and Phobio did not pay me any trade in value, set the price at 600 usd in ****** gift card. I got nothing but endless lost. Here, I request Phobio to pay me off trade in value plus compensation at total of *****usd, for my lost not only the phone but times and emotional stress from this lost, emails, phone calls to ***, *****, Police, ******, social media and other authorities. Phobio refused to communicate with me since Feb 7, refused to send me the check and lost....

  

  Business Response

  Date: 06/10/2025

  Hello ****. We will have ****** Shop Card process the payment of $100 *** reimbursement for your missing package. You can expect to receive it within five business days. 

• Initial Complaint

  Date:01/07/2025

  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.

  In 2021 I had done a trade in for my Apple laptop and received a $100 gift card for the Apple Store. This was never spent. I went a week and a half ago to buy something and it was embarrassing to find that the code was not recognized. I have been trying to contact Phobio via their website by filling out a customer contact card and whatnot but have not heard anything back. I have done this twice in the past two weeks. I don't have any communication from them nor is there a phone number to call. I would like a response and I would like phobio to issue a new gift card that will actually work.

  

  Business Response

  Date: 01/08/2025

  Hello ******,
  

  The payment link that included your Apple Gift Card expires after so much time has passed for security reasons, but the ***** gift card never expires. Since this trade was completed on 2021, we no longer have access to it and your trade has been archived. You can try contacting ***** to see if this card was used before and to provide any previous transactions as we would not have the ability to do so. Unfortunately, we can not reissue a payment in this case.
  
  Best regards, 

• Initial Complaint

  Date:01/01/2025

  Type:Delivery 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.

  Dear *********** am writing to file a formal complaint against Phobio LLC regarding their failure to honor a trade-in agreement and their subsequent mishandling of a lost shipment investigation.On October 07, 2024, I initiated a trade-in for my Apple MacBook Pro M3 Max 16" (Late 2023) with 4TB SSD through Phobio's trade-in program. The details are as follows:- Trade Confirmation Number: *********** - Quoted Trade-in Value: $1,465.00 - Shipping Tracking Number: 1Z7106X09091932883 - Device: Apple MacBook Pro M3 Max 16-Core CPU 40-Core GPU 16" (Late 2023) 4TB SSD I shipped the device using the *** label provided by Phobio. Unfortunately, the package was lost in transit. Despite this being a shipment arranged by Phobio using their own shipping label, they have:1. Failed to initiate a timely investigation with *** 2. Demonstrated significant delays in addressing the situation 3. Ultimately denied my rightful payout without proper resolution As a consumer who acted in good faith and followed all provided instructions, I believe Phobio's handling of this situation is unethical and potentially violates fair business practices. I am seeking:1. The full quoted trade-in value of $1,465.00 2. A formal investigation into Phobio's handling of lost shipment claims 3. Implementation of better consumer protection measures in their trade-in program

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to share your concerns regarding your trade-in experience. We sincerely apologize for the frustration and inconvenience this situation has caused.
  

  We understand the importance of this matter and appreciate you providing detailed information about your trade-in and the issues youve faced. Allow me to address your concerns point by point:
  

  Lost Shipment Investigation: While we regret that your device was lost in transit, we want to assure you that we take such incidents seriously. We rely on our shipping partners to transport devices securely, but when situations like this arise, we initiate a claim with the carrier to locate the shipment and determine the next steps. We apologize if there was any delay in this process and are committed to reviewing it thoroughly.
  

  Delays in Resolution: We understand how concerning delays can be, especially when valuable property is involved. Your feedback highlights an area where we need to improve, and we are committed to evaluating our processes to provide more timely and transparent communication in the future.
  

  Payout Denial: Our goal is to ensure fairness in every trade-in transaction. In cases of lost shipments, we rely on the outcome of the carrier's investigation to guide our decisions. However, we recognize that your trade-in was initiated in good faith and that you followed all provided instructions.
  

  To address this matter:
  Our team will follow up with *** to ensure a timely investigation is completed. We will review the details of your case to determine if an exception can be made for your quoted trade-in value. We discovered this has happened to you or an associate of you before which raises a lot of concern. 

  
  We also appreciate your suggestions regarding consumer protection measures and will consider these as part of our ongoing efforts to improve our program. Thank you for bringing this to our attention. We value your feedback and are committed to resolving this matter to your satisfaction. A member of our team will reach out to you shortly with an update.

  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22754371
  
  I am rejecting this response because while I appreciate the detailed response provided by the business unfortunately the matter is yet to be resolved. I am looking forward for the resolution from the company. 
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/06/2025

  We understand that your reject our response to work with the shipping carrier regarding your case, but this is the process we have for any missing shipments. If you would like us to cease the investigation, please let us know at **********************************************************************************. 

  Regards, 

  Customer Answer

  Date: 01/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I apologize for the confusion, I totally understand the fact that the carrier investigation is required. I sincerely hopeful that this time it will indeed take a place. Please reach out to me via an email shall there be any new details.

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/16/2024

  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.

  Phobio is supposed to refund ****** to me as a trade-in for a Puretalk phone. Process was started with Puretalk on 10/02/24. No refund has been received. According to an email, payment was processing on Oct 29th...still have received nothing.

  

  Business Response

  Date: 12/17/2024

  Hello *****, 

  As you may know, with PureTalk's trade-in program, we only facilitate the inspection portion of the process while PureTalk processes your payment. You can see this on their support page at ********************************************. Please escalate your case with them directly at ************, 
  

  Customer Answer

  Date: 12/26/2024

  It is very interesting that Phobio says that Puretalk processes the refund, because, the 3 times that I have called Puretalk about this matter they refer me back to Phobio.  For this reason I have filed a complaint regarding both companies.  

  

  Business Response

  Date: 01/08/2025

  Hello *****. We hate to see this has come to a BBB complaint after explaining Phobio does not process payments for ********'s trade-in program. We insist that you give them a call at ************ to escalate your case. Your payment will show as a credit on the card used for your order with them. You can view more information and see that PureTalk processes trade-in payments online at ********************************************.

• Initial Complaint

  Date:12/11/2024

  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.

  In October 2024, I shipped my MacBook Pro to Phobio, a trade-in company associated with ******, for evaluation. They initially offered $250 for the device as part of their trade-in program. I promptly sent them my MacBook. Approximately 2-3 weeks later, I was informed that they would not accept my computer and that it would be returned to me.While awaiting its return, I advertised my MacBook on ********** and successfully sold it for $300. However, about a month later, I contacted Phobio support multiple times, filing complaints regarding the whereabouts of my MacBook. Phobio directed me to **** which, in turn, referred me back to Phobio. After numerous inquiries, I was eventually informed that my MacBook had been lost. Phobio then offered me $100 as compensation.I expressed my dissatisfaction and insisted on the return of my item. They responded by claiming that the MacBook was damaged, which justified their reduced compensation. This claim is completely false. The MacBook was in excellent conditionfully functional, free of scratches, and meticulously maintained.This handling of my case is not only dishonest but also reflects unethical business practices. Phobio lost my valuable computer and has offered me a paltry $100 as compensation. As someone who relies on state disability benefits and is selling personal items purchased during my career, this situation has caused significant financial strain.I urge a thorough investigation into Phobios practices to prevent others from falling victim to their seemingly deceptive operations. Thank you for your attention and support.

  

  Business Response

  Date: 12/12/2024

  Hello **********,
  

  Upon receiving your computer for inspection, we observed a crack on the inside of the display that was not indicated when you created your quote. As a result, the trade-in value was revised. Neither *** nor our facility found any damage to the packaging or the laptop housing that could have caused internal damage during transit. The packaging we provide is specifically designed to protect laptops by securely enclosing them in bubble wrap before placing them in the box, safeguarding both the exterior and interior throughout transit.
  

  Unfortunately, I cannot determine how this specific damage occurred, especially as our facility noted no issues with the packaging upon its arrival. However, I want to assure you that we are committed to addressing your concerns. Since your laptop was lost in transit on its way back to you, we have processed a payment for your trade-in as a resolution.

• Initial Complaint

  Date:11/07/2024

  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 sent the MacBook Air to Phobio ****** after they suggested an evaluation at $695 I send it to them fully functioning and in perfect shape After they received it they informed me that they wanted to pay $160 I asked them to send me back my laptop they send it back destroyed and it doesn't function There is no phone number or any form of contact for this company working behind closed doors

  

  Business Response

  Date: 11/07/2024

  Hello ****. We're also disappointed with the outcome of your trade. We promise to pay the quoted value of your device if we receive what you selected to trade in. In your case, you received a quote of $695 for an Apple MacBook Air M2 8-Core CPU 10-Core GPU (Mid 2022) 1TB SSD, but shipped us an Apple MacBook Air Core i5 1.6GHz 13" (Late 2018) 1.5TB SSD. Your trade value was revised to $160 to reflect the model we received for your trade. It is imperative to make sure you select your exact model to receive the proper quote before you confirm your trade. We found no damages to your computer and it was shipped back to you wiped clean of any data with the ** reinstalled. Unfortunately, we can not offer the original quote because we did not receive the model we expected to receive. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22526826
  
  I am rejecting this response because:
  Its all lies because I copied the information from the laptop exactly and submitted as is

  also sent the laptop working and get it bank not working ( see picture)

  sent the laptop in perfect shape the send back with severe damage (see picture)

  I am honest man dealing with professional scammers but I will keep up my complaints to ****** whom allow Phobio to take advantage of people 

  SHAME ON YOU PHOBIO & COSTCO

  Soon this matter will be in social media to help people not to be victims of fraud 
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 11/11/2024

  Hello ****. We also agree that this interaction will benefit other customers to understand the importance of identifying your model before requesting a quote. It will almost always result in a negative review. If you view the attachment, you'll see the serial number you entered shows the MacBook Air (2018), and not the MacBook Air (2022), you received a quote for. You can check your serial number yourself at *********************************************. We hope this helps to clear things up with your inspection results. We look forward to speaking with ****** on your case and why the quote was revised. 

• Initial Complaint

  Date:10/24/2024

  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 was quoted $550 for a iPhone 15 Blue trade in in excellent condition with no housing damage. I mailed my phone in, and received a picture back of a grey phone with a completely cracked back and a chunk of the bottom camera Lens casing missing. I immediately replied that this was not my phone. It took weeks to finally get a response, and in that time they mailed the phone back to me and now I see that the lighting was so dark in the picture the phone looked a completely different color but my phone had that damage. Finally I received a response "Unfortunately, there isn't much that can be done, as this was the same condition we received your phone in. Additionally, neither *** nor our inspection facility found any damage to your shipping kit. I'm sorry we can not be of more assistance." The phone had to have underwent massive pressure and sustain that kind of damage- Phobio is not being truthful. The value of my phone went from $550 to $110- so I lost $440- this is not acceptable.

  

  Business Response

  Date: 10/25/2024

  Hello Mara, 

   

  We're sorry the outcome of your trade-in was not what we both had hoped. As stated, we report to customers how we found their device upon receipt. In some cases, there is evidence that something happened in transit, therefore a claim with the shipping carrier would be opened. Unfortunately in your case, there was no report of such evidence being found. We're sorry we can not offer the original amount quoted due to the condition of your phone when it arrived for inspection. 

   

  Kind regards, 

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22470297
  
  I am rejecting this response because:

  The damage was either done during shipping or at your inspection location. I am expecting a picture of the undamaged box. I have filed a claim with UPS. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 10/28/2024

  Hello Mara, 

  We only take photos if the shipping kit if damage is found upon receipt. In your case, the packaging was intact, and your device was handled carefully when removed from the packaging a photo was taken soon after of the condition it was in. I'm sorry, but we will can not offer the original amount quoted, because the condition we received it in did not match what was selected when the trade was created. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22470297
  
  I am rejecting this response because:
  This isnt an acceptable response. If you are claiming a phones value was diminished $440 any reputable business would take photos of the mail packaging. You are being deceitful whether the damage happened in the mail or at your facility.  

  
  Sincerely,
  
  **** ********