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:04/18/2023

  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.

  Purchased Apple iPad from Apple per order #W1204592410, with trade-in of old iPad estimated at $85. I verified that iPad was fully functioning with any screen defects. Phobio revised my trade in value to $0 after inspection, claiming white spot defects on screen without any proof. I have rejected the $0 trade in value and expect my unit to be shipped back promptly without damage. I am filing a complaint because the I believe the inspection results are inaccurate and that I was denied the trade in value erroneously.

  

  Business Response

  Date: 04/18/2023

  Hello *********** 
  Unfortunately, Phobio did not facilitate your trade-in. You will need to contact the company which you submitted your trade with. Hopefully, they can point you in the right direction to receive your needed help. 
  Thank you. 

• Initial Complaint

  Date:04/07/2023

  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.

  Used ****** Trade-in program. Which is tied to Phobio, LLC PO Box ******, PMB *****, *******, **, 30348-5603 ************** (8am-9pm EST, M-F)Sent in IPAD, was offered ***** which was fine. 12/8/2022 received email stating. "Your ****** Shop Card in the amount of $***** will be mailed to you via **** within 15 days. If you selected to receive a ****** Digital Shop Card, it will be emailed to you within 3 business days. " I can always check status *********** - our payment is processing.. THEN NOTHING.. you cant call, says to email. Have emailed 4 times no response.. no acknowledgement. send me my money or my IPAD Apple iPad Air 2 128GB Cellular Payment: $***** Payment Method: ****** Digital Shop Card

  

  Business Response

  Date: 04/07/2023

  Hello *****! We're sorry to hear you have not received your payment. When you emailed support, we responded with instructions on how to locate your digital payment and how to contact Shop Card directly to have it resent. Please let us know if you were unsuccessful and we can contact them on your behalf. 

  Customer Answer

  Date: 04/10/2023

   
  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.  Its so irratating that I had to file a complaint to get someone to respond to me.  Email was not in SPAM / JUNK - Called Card, they resent ( show it was not bounced back or any issue) - popped right ** in my email no issue. Would have been nice to know this information 4 months ago.. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/20/2023

  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 traded in my iPhone 11 through Puretalk. I didnt know that the phone was going to a third party company. I received an email from phobio that my trade in value was reduced after inspection because of severe scratches to the screen. They even included a picture(which wasnt my phone). The iPhone I sent in was in perfect condition and had NO damage. I have tried to contact Phobio about this and I cannot. They dont have phone customer support and their email support is a loop that goes nowhere. I even called Puretalk to try and resolve this and they gave me phobios number which has no customer support. Just to be clear, Im not some teenager looking to get a new phone for a damaged one. I packed that thing up in the box they provided and it was safe. There is no way it was damaged in shipping and it was perfect when I owned it. This is clearly some kind of scam. Original offer $145. After inspection, $45. I am disappointed in Puretalk for this as well. The worst part is that they have made sure that they dont have to talk to you about it. There appears to be no way to reach anyone.

  

  Business Response

  Date: 01/23/2023

  Hello ******! We're sorry that you couldn't get in touch with us. In the future, you can email us at ******************************************************** or by visiting our site, phobio.com. After reviewing your inspection details, we agree the damage found could not have happened in transit. Unfortunately, we can only speak to the condition we received and would not have a way to determine when or how the damage occurred. Because of what we found, we could not accept the phone for the original amount quoted due to its condition. If you'd like to discuss your trade-in further, don't hesitate to get in touch with us. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18869665
  
  I am rejecting this response because: Once again, the picture of the phone you attached to the email is not my phone. My phone had no damage. None whatsoever or I would have stated that before the trade in. Have you verified that the phone you inspected and claim is mine, is mine?  It seems like it would be pretty easy to send me some photos of the damaged phone turned on and showing the identification number. If you arent going to honor the original trade in amount if $145, then please send my phone back to me. I will be checking the identification numbers in the phone against my records and Verizons records. Ill be sure to update the **********************************************************************************************

  

  Business Response

  Date: 01/23/2023

  Once you receive your phone back, please contact us at ******************************************************** with the phone's serial or IMEI number to verify the device we received matches your records. We look forward to hearing from you. 

• Initial Complaint

  Date:01/13/2023

  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.

  Processed my trade-in with Apple, where I initially indicated that the screen was cracked, but that was only the damage and I was quoted $90 in instant trade-in and $710 in ******* bill credits. The phone was received and was hit back with "Multiple cracks/shattered display, cracked chin plate" and the total trade-in was dropped to zero. iPhone 11 Pro *** doesn't even have a chin plate. Contacted Apple Support multiple times and was told they'd re-evaluate the phone, only to keep throwing back that the phone wasn't worth anything. Eventually just decided to get the phone back and I'm angered that I lost $800 in trade-in on a phone because of a company that clearly does not understand what Apple is supposed to accept as trade-in.

  

  Business Response

  Date: 01/20/2023

  Hello *****! Unfortunately, we have no record of having a trade-in after looking up your contact details. If your trade was done on Apple's website, we highly recommend contacting them directly to know which vendor processed your trade-in. Please let us know if you need any further assistance with your complaint. 

• Initial Complaint

  Date:01/12/2023

  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 mailed my MacBook Pro to Phobio four (4) months ago as part as the ****** Trade-In Program. The trade in was approved for $625. However, after 4 months and a few attempts to reach out to Phobio, I still have not received my digital ****** card worth $625. Essentially, I have been robbed.

  

  Business Response

  Date: 01/20/2023

  Hello *****! We do not have a record that you've contacted us at *********************************** You can have your payment resent to you by contacting Shop Card at ************. Please let us know if further assistance is needed!

• Initial Complaint

  Date:01/10/2023

  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 sent my phone which was in mint condition as a trade-in to phobio for a new phone I purchased during the holidays on motorola.com. Phobio sent my phone back without any explanation. I contacted phobio support and they said my phone shouldn't have been returned to me and for me to send it back to them so I could get the discount. So I sent it back, and they sent it back to me again! I just received it today for the second time! I would like to be compensated for this malicious service and to be credited for the phone that got sent back to me twice ($130 discount towards the new phone I purchased).

  

  Business Response

  Date: 01/20/2023

  Hello ***! ******** has informed us that you were never charged back for your trade-in because you returned you new purchase. As it stands, your case has been resolved according to ********. If not, please let us know. 

  Customer Answer

  Date: 01/20/2023

   
  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:01/05/2023

  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 sold them an item thought the trade program and ******* ******** they are partnered with) and they have not given me the money for the item I sold them a month ago and you cant get a hold of anyone at Phobio and ******* says they dont know anything.

  

  Business Response

  Date: 01/06/2023

  Hello *******! We're sorry to hear you have not received your payment. Please contact us at ******************************************************** with your trade details and we can contact Adorama on your behalf. Thank you!

• Initial Complaint

  Date:01/01/2023

  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 purchased a phone they ******** and selected to trade in old device. Once I received the new device I cleared my phone and was sent a shipping label on November 29th. The email specifically states that I have 21 days to return my old device. They received the device by the 12th of december and still refused my trade starting I should have returned my device by December 10th. I have the email stating that I didn't even receive my shipping label until November 29th and then they only gave me until dec 10.Please see email correspondence below for additional details.there I've been speaking with another representative please see the correspondence below. I have also attached a screenshot that shows that I had 21 days from the date that I received the email on November 29th to return my device. I did that and was told that you received the device on the 12th of December. I would like credit for the device that I tried to send you guys based on all the information that I have and the information that I've provided to you I'm extremely upset that I am having to go through this process at this point as I have upheld my end of the bargain.---------- Forwarded message ---------From: ******** Support <******************************************>Date: Tue, Dec 20, 2022, 10:43 AM Subject: Re: Re:To: ********************* <*********************>Sure, you can email our Director of ************* at ****************************************************************************************** regards, ******Customer Support Advocate ******************************************************** --------------- Original Message ---------------From: p s [*********************]Sent: 12/20/2022 1:36 PM To: ****************************************** Subject: Re: Re: I would like to speak to a supervisor. On Tue, Dec 20, 2022, 10:20 AM ******** Support <******************************************> wrote:Unfortunately, this can not be reversed but you can refer to the ****************** for an explanation of the cancellation at ***************************************************************** regards, Ace H.Customer Support Advocate ******************************************************** --------------- Original Message ---------------From: p s [*********************]Sent: 12/19/2022 3:09 PM To: ****************************************** Subject: Re: I would like to contest this decision. I have attached a screenshot of when I received a notification and the email for the shipping label on November 29th I sent it within days of receiving that label it clearly states that I have 21 days from the date that I received the label to return the product and 21 days does not equate to the 10th. I am extremely upset that I'm going through this process and completely disappointed. Please see the attached screenshot and help me understand how you're going to make this right. On Mon, Dec 19, 2022, 11:25 AM ******** Support <******************************************> wrote:Hello *********, Thank you for contacting Phobio Support. Unfortunately, your trade was canceled because we did not receive your device by your quote expiration date. Your trade expired on 12/10, and it was delivered on 12/12. Because your trade was canceled, ******** will charge back the trade value and your device will be returned. Your *** return tracking number is (1Z7106X00391933901). Please let us know if you have any follow-up questions.Kind regards, ******Customer Support Advocate ******************************************************** --------------- Original Message ---------------From: p s [*********************]Sent: 12/16/2022 3:34 PM To: ****************************************** Subject: I have recording an email stating my trade in is being returned to me. Can you please tell me why? Number *********** ********* ref:_00D46Xy1k._5003w1fxfaU:ref

  

  Business Response

  Date: 01/03/2023

  Hello *********, 

  Our Director of Support will be reaching out to you concerning your case and with a final resolution. 

  Kind regards, 

• Initial Complaint

  Date:12/20/2022

  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 iPhone 7 in for the ******** trade in offer and received an email that my trade in credit was revised from $400 to zero because of *** streaks or screen bleeding. The phone had neither of these issues when sent. Can someone please look at the phone and send evidence of the *** streaks or screen bleeding. If neither exists, please provide the full $400 credit. Thank you.

  

  Business Response

  Date: 12/21/2022

  Hello *******! Unfortunately, we have no record of a recent trade-in using your contact information. Perhaps your trade was facilitated by a different company. Please provide us with more information regarding your trade-in to ensure your trade was done by Phobio. 

  Customer Answer

  Date: 12/21/2022

  The order I am referencing the iPhone 7 trade in offer for is order Order Number:W1066024183 (Quote ID Number: *********  
  

  After filing my BBB complaint, I now see my trade in offer for Order Number:W1232153278 (Quote ID number: ********* reduced down to $70 from $1000. I have attached the confirmation that the full credit was being provided before I filed this complaint about the iPhone 7. I am shocked to see this adjustment. 
  

  Please let me know which of the above order numbers were processed via your company because I would like the full credit amount for both devices.
  

  Thank you. 
  *******

  

  Business Response

  Date: 12/27/2022

  Hello *******, 

   

  Unfortunately, your trade was not completed by Phobio. If your trade was not shipped to ** in Georgia, your trade was facilitated by another vendor. We highly suggest reaching back out to Apple so they can direct you to the correct company handling your trade-in. We hope you receive the assistance you need!

   

  Kindest regards, 

• Initial Complaint

  Date:12/12/2022

  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 used this company to trade in 2 of my old phones. I sent the phones in back in September. They claimed I sent back an empty box. They have been slow to respond to me and have stolen my phones and wont give me credit for them.

  

  Business Response

  Date: 12/27/2022

  Hello *****,

  We're sorry to hear you are disappointed with your trade-in experience. If we receive notice that a package has arrived empty, we have to compete a thorough investigation. This includes evidence from the shipping courier and the sender of the package. Luckily, we insure each package that is shipped to us in to protect our customer in cases of lost or stolen devices. Phobio does not stand to gain any value financially or reputably by intentionally losing devices for trade-in. We have since resolved your case regarding this matter in which you received a payment for both missing devices. Please let us know if further attention is needed concerning your case. 

  Best regards,