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:10/15/2024

  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 my (very expensive) ***** product to them 2 weeks ago and was told it would be inspected within a week. I sent an email asking for an update and have not heard back. Im worried this company is a scam. They owe me $405.00 for the product o sent them.

  

  Business Response

  Date: 10/15/2024

  Hello *****, 

  We'd like to truly apologize for the delay with your trade-in. This is due to the model you shipped us not being the one you selected. The model you selected to trade-in for a $400 quote is an Apple Studio Display 5K, but we received an Apple 2011 Thunderbolt Display (Serial: *************. If there is a mixup and the computer we received in your shipping kit is not yours, we will conduct an investigation into it. Please provide us with your serial number for the Apple Studio Display you shipped us so we can make sure your trade is handled swiftly. 

  Customer Answer

  Date: 10/15/2024

  Hi! I do not have the serial number with me because you the product and the serial number is on it. I did not select a specific model when entering in the product information. I simply entered the serial number and the model automatically popped up. So Im confused as to why you think you received something different. Unless you have mixed up someone elses product with mine. If you are not able to give me what was offered, please return the item safely to me.
  

  I think the main problem is, you never communicated this information with me. I should have been told this right after receiving the product 2 weeks ago. Why wasnt I told this then?

  thank you,
  

  *****

  

  Business Response

  Date: 10/16/2024

  Hello *****, 

  As we have explained, all customer have to manually select their model and enter the serial number for their device to receive a quote. Our site does not identify the model or condition until it is received for inspection. It is imperative to select your exact model when creating your trade to receive a proper quote. The model you shipped us is not a model we offer a trade quote for, deeming it as ineligible for trade-in. 

   

  Regards, 

• Initial Complaint

  Date:08/01/2024

  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.

  Bought a ******** phone on 11/16/23, did a trade in and they had me use phobio. They were supposed to send a return kit but it never came. I was charged for not turning in the trade in. I messaged them about it and they said it was delayed and they would send a new one, and once they receive my phone they would give me a refund. I did as instructed but never received a refund nor any other information after that. Emailed them a few times and got no response.

  

  Business Response

  Date: 08/02/2024

  Hello ****. After reviewing your communications with our team, we saw a delay with *** delivering your initial shipping kit. We had a second kit shipped to you and asked that you contact us to inform us it is on the way. We do not have the ability to change trade deadlines, so it was crucial for you to let us know so that you were not penalized. Unfortunately, because we did not hear from you until after your trade had been received, it was automatically rejected due to being received late. With ********** trade-in program, there is a 21-day deadline for receiving trades. If there are reasons beyond our control that your trade is late, we must work with ******** to prevent any chargebacks. In this case, there was a break in communication, resulting in your trade being rejected and your phone shipped to you. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22079352
  
  I am rejecting this response because:
  

  I did indeed send multiple emails as shown in my screenshot here. The first one saying that I shipped it, the second one saying that it arrived and I was confused on what was going on, the third one just asking for help in general. I got no responses to any of those despite following phobio instructions. I would still like my refund back.

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

  

  Business Response

  Date: 08/02/2024

  Thank you for your attached screenshots. Unfortunately, once a trade is closed and after so much time has passed, we can no longer accept your phone for trade-in. A refund is not due because your phone was returned to you. Thank you for understanding.  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22079352
  
  I am rejecting this response because:
  My phone was NOT returned to me. I never got the refund the phone or any kind of response at all. This is completely on phobio, it's theft. They said they would be able to issue the refund if I email them once I return it even though the thing is already closed. I see no reason why you can't now. I want either the refund or at the very least my phone back.

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

  

  Business Response

  Date: 08/06/2024

  Hello ****, 

  Your phone was returned to you because the trade was rejected on 12/29/23 for being late. The return tracking number for your phone is UPS 1ZE9E5729042787459. Because your phone was returned and can not be accepted, there is no payment or refund due. It is as if the trade was not completed. With ********** trade-in program, the customer can select an eligible trade-in phone to receive a discount for their trade-in. There is a strict 21-day period we must receive the phone by or the trade is canceled and ******** will charge back the trade value that was discounted from your order. In your case, you selected to send in your ******** Edge 2022 and you received a discount of $150. Because there was an issue with the shiping kit arriving and our inability to extend the 21-day deadline, we ask that you let us know when you have shipped your phone with the replacement shipping kit. We did not hear from you until after your phone was received in which your trade had already been canceled because it was past the deadline. Subsequently, your phone was returned to you and the trade was finalized. Your phone was returned and the discount was charged back. We can not issue a refund as we do not have possession of your phone, nor can your trade be reopened per ********** terms. You're welcome to contact ******** to see if an exception can be made in your case. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22079352
  
  I am rejecting this response because:
  

  As shown in the screenshot I already provided, I did indeed email phobio when I shipped it just as instructed, as well as another email after it arrived. I never heard back. You know ******** won't do anything if I contact them on my own, this is Phobios mistake. 

   

  Also, that tracking number is too old for *** to have any information for me, but I can tell you that I definitely did not receive my phone back. Maybe phobio created a label, but it was never shipped to me. Not only did Phobio s**** me out of the $150, but they stole my phone. 

   

  Please make this exception in view of the fact that phobio dropped the ball (multiple times).

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

• Initial Complaint

  Date:07/30/2024

  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 traded in a perfectly flawless Moto Razr 2023 for a Moto Razr 2024. I was quoted $375 but got 0. Phobio handled the trade in and they are notorious for cheating customers. I would like to cancel my order and get my trade in back.

  

  Business Response

  Date: 07/30/2024

  Hello ******, 

  We're sorry we could not accept your trade-in. The value was revised to $0 because your phone is blacklisted. Meaning it was reported as lost or stolen. We highly recommended reaching out to your carrier or from whom you purchased it from to further inquire. As a result, your phone was marked ineligible for trade-in. We hope you're able to find out what may have occurred. 

  Regards, 

  Customer Answer

  Date: 07/31/2024

  Phobio told me the phone I sent them was listed as stolen. Based on that, I agreed to have them recycle the phone. Now I found out the company who sold me the phone does not sell stolen merchandise. I did not have all the info to make any decision.

  

  Business Response

  Date: 08/01/2024

  Hello ******, 

  Your phone can no longer be returned as you requested to have it recycled. We hope you're able to find out why your phone was blacklisted. 

   

  Regards, 

• Initial Complaint

  Date:07/01/2024

  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.

  As Apples 3rd party trade in company, they claimed my phone doesn't work to evade my $170.00 trade in value claim on my new iPhone. It worked just fine when I sent it to them and apple paid to ship it in. I would like the $170.00 trade in credit refunded to my credit card or a full refund of the purchase amount of my iPhone 15 as it is past the return timeline to return my iPhone.

  

  Business Response

  Date: 07/01/2024

  Hello ******! Unfortunately, we did not facilitate your trade-in with Apple. We do not have a record of your account being created or a trade-in in our system. Please get in touch with Apple so they can provide you with the correct vendor so that you may receive assistance. 

• Initial Complaint

  Date:06/20/2024

  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.

  ************* sent in a phone for trade in for a measly 40$ (not even two years old) fully functioning. They claim the port doesn't work even though I was able to charge the phone perfectly before they got it. Of course they're happy to keep the phone for 0$ and I'm sure sell it for 100$. Avoid at all costs, extremely shady business practices, it's very sad that ******** and other providers choose to use this service.

  

  Business Response

  Date: 06/21/2024

  Hello ****! Were just as disappointed with the outcome.  Pricing is based on the secondary market demand for your model and condition. The trade value is available upfront before placing your order so customers can decide whether to proceed with their trade-in. Upon inspection, we found that your port was not working properly. This could mean it would not charge properly or transmit data to be accepted for trade-in. We agree that your phone can take a charge, or we cannot complete the inspection. As you suggested in your email to our support team, there may be debris in the port causing the issue, and you expected us to clean it out. Unfortunately, we do not handle devices to get them to work or complete a deep cleaning, as this may easily cause damage that was not there before. However, we can offer you some support options for the port issue, which might help you if you request to have your phone returned. 

  At this time, your phone can not be accepted in this condition, but you can request to have your phone returned to you at no cost. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21879141
  
  I am rejecting this response because:

  Nothing was stated in instructions that the port needed to be tested for data transmission, port works fine for charging. You are already getting the phone for an extremely cheap price, the least you can do is accept the trade and take care of it.

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

  

  Business Response

  Date: 06/21/2024

  The eligibility requirements state that the phone will need to be in full working condition. Our job is to complete a through inspection which includes all ports to determine its eligibility. Unfortunately, we would not be able to accept your phone as-is. 

• Initial Complaint

  Date:06/01/2024

  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.

  Sent an Apple Ipad pro 11" for a trade quoted $385.00 Ipad was in perfect condition. Got an email stating my amount was revised to $0 due to screen burn on and lines. This was not true of my ipad. The screen and case were in excellent working shape. I have done several trade ins with ***** and felt I was treated honestly, I do not feel this company has good intentions.

  

  Business Response

  Date: 06/03/2024

  Hello ****. We've searched our database and did not find a trade we facilitated for your iPad. If you have a trade confirmation number (11 digits, starts with 30), we will have your trade. Please refer to how and where you created your trade and contact that company, for assistance with your concerns. Unfortunately, we did not process the trade you are referring to. 

  Customer Answer

  Date: 06/03/2024

   
  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.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:04/16/2024

  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.

  We have 12 trade ins done with Phobio, where we sent the correct device but the phone IMEI does not match, and they marked the whole device "Not Received"We have 6 Trade Ins done with Phobio, where they received phones on March 4, over 1 month ago, and have not given us any update yet. We have emailed them the correct IMEI list, and brought to their attention the 6 phones.We have repeatedly tried to reach out to them by their support systems Please help us get a resolution with Phobio, we sent the devices we were supposed to, and it's really holding up our business. Thank you

  

  Business Response

  Date: 04/17/2024

  ****, 

  Your trades were completed through OnePlus's trade-in program, who are working on your case and will respond as soon as possible. Because you created multiple trades using the same IMEI number, it is taking more time to sort this out. As you know, you can only trade in one device at a time using that device's IMEI, not reuse the same one. Thank you for allowing OnePlus to continue working on your case and they will be in touch as soon as possible. 

• Initial Complaint

  Date:03/15/2024

  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.

  Confirmation number: ***********

  

  Business Response

  Date: 03/15/2024

  ***, 

  Were sorry you have not received your payment. It was sent over to Shop Card for payment on 2/21, and it's typically sent in 3-5 business days after that. Please check your spam or junk folder for your payment email would've come from the address "do-not-******************** or   *********************************.  If you cannot locate your payment email, contact ****** Shop Card *************) directly to have your payment email resent. Please let us know if you have any additional questions.
  Kind regards, 
  
  

   

• Initial Complaint

  Date:02/13/2024

  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.

  My father was trading in a phone. He is 77 years old and has dementia. He accidentally sent the wrong phone to Phobio. He sent his brand new phone instead of his trade in. Phobio decided they will just keep his new phone. We have been trying to get his phone returned for over a month. It was signed for by a specific person. It is in their possession and they refuse to return it. Every attempt to retrieve phone has been replied to with a dismissive,disrespectful response. Im considering legal action. Their customer service team is absolutey inept and negligent. They are literally stealing from my elderly father and think because they are 5 hours away no one can do anything about it. Im disgusted.

  

  Business Response

  Date: 02/13/2024

  Hello ********** We're sorry to hear about your father's condition and that they have shipped us a phone they did not intend to trade in. We have advised that the privacy and protection of our customers are paramount, as we can not discuss trade details with anyone who is not the account owner. We hate to see your accusations of theft when we processed their trade-in as standard, as we were shipped a phone meant for trade-in. Unfortunately, trades can not be canceled after they are received for inspection. This is thoroughly explained in the terms of the program that are readily available online. We hope your statement, "and think because they are 5 hours away, no one can do anything about it," was not a threat to our company as we would need to seek assistance from law enforcement. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21287679
  
  I am rejecting this response because:

     This excuse given is comparable to an elderly person accidentally handing a $100 bill to pay for $20 in fuel - and then the cashier saying all sales are final  

    You received a brand new $600 phone from a man with dementia that intended to send his old phone worth closer to the $100 trade in offered. The trade in offer was made based on the phone model he provided which was his old phone. Thats how reputable trade in shops work . You are taking advantage of an elderly man. You should be ashamed. 
        As for making contact with the person involved, he will email you tomorrow. He did before and was given a canned response requesting he jump through hoops which are difficult for him so he asked his family for help. But he will email you tomorrow, since you refuse to communicate on the telephone knowing this opens opportunity to strong arm older,less tech savvy consumers. 
       As for being concerned about a threat? That just shows the unprofessional mind set Phobio operates within. I am willing to drive my father 5 hours if need be so he can talk face to face since navigating emails and passwords and reference numbers are difficult in his condition. Please, dont fear a 76 year old man with a ******. You stole from him. Thats not acceptable.

  He will be emailing you soon. It would be much easiest if you just would do the right thing like any reputable business would. I would hate for you to lose your contract with Motorola.

   

   

   

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

  

  Business Response

  Date: 02/13/2024

  We apologize for any miscommunication that *** have happened, but we process any phones that are shipped in for trade-in. We are not in the business of stealing customers devices as it is the customer that ships us their device. As we have communicated with you and other members of your family, we will see if the phone can be returned. We hope theres understanding that in no way are operating a business that goes against the same terms that applies to every customer. This is a unique case in which we are handling very delicately. Unfortunately, your accusations do not apply in this case and can cause misleading statements. Thank you again for your understanding. 

• Initial Complaint

  Date:02/01/2024

  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.

  I traded in a smartphone with a company called OnePlus for a order I placed with them to buy a smartphone and than two weeks later I canceled the order with them and I wanted the phone I traded in back, I also contacted Phobio telling them that I wanted the smartphone I sent them back because I cancelled the order with the *************** but they never answered me back. OnePlus gave me a voucher for $400.00 but I told them that I want my old smartphone back and they never answered me back either. All I want is to get my Galaxy S23 Ultra 5G back and for OnePlus to give the money back to them. I'M 70 years old and on Social Security and I need a phone so I want the one I traded in sent back to me. The trade in question is Trade #: ***********

  

  Business Response

  Date: 02/02/2024

  Hello ****. We're sorry to hear about your case. As advised, Phobio does not provide support for OnePlus's trade-in program and you must contact them directly for any assistance. 

  Customer Answer

  Date: 02/02/2024

  I contacted OnePlus about this matter through the Better Business Bureau also, I am waiting for a response from them.

  

  Business Response

  Date: 02/02/2024

  Thank you for letting us know ***** contacted the appropriate recipient. We hope your matter is resolved with them sooner than later. 

  Customer Answer

  Date: 02/02/2024

  Can I get my smartphone that I traded in back from you if OnePlus refunds the money back to you? It was a ******* S23 Ultra 5G.

  

  Business Response

  Date: 02/06/2024

  ****, as stated, you must contact OnePlus regarding your case. OnePlus will be able to answer any questions you have on the resolution you're seeking. 

  Customer Answer

  Date: 02/06/2024

   
  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.
  
  Sincerely,
  
  ***************************