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:11/02/2022

  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.

  This is the iPad trade in . After I have sent my iPad by using their return package on 09/23/2022, the status is still showing in transit, I contacted them by their website , I have never received any messages from them.

  

  Business Response

  Date: 11/03/2022

  Hello ******, 

  Our records indicate we are processing your payment for the pending delivery of your iPad. Please see the attached email of our response to your email contact. If you need any further assistance, please contact our Director of Support, ***************************.

• Initial Complaint

  Date:10/21/2022

  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.

  I want to know why my Apple Trade in was rejected by your company. I have not been sent any pictures and no one from Apple can explain to me why the trade in was rejected. I need this fixed ASAP because I have pictures from before I sent the phone off and there are no damages. Not to mention Find My was turned off on my device and I have email proof of that. Somebody needs to take another look at my account because this is unacceptable. Apple is threatening to charge me $140 for my trade in credit because of Phobios negligence and bait/switch practices with trade in devices. Ive seen multiple reviews on this company since dealing with this and if I had known beforehand I would never have done an Apple trade in knowing this is the company they use. My order number was W1096222634 and the email on the account is *********************** Ive already sent a complaint against Apple and now Im sending one to the company that caused it. If this isnt resolved my next stop is my lawyer.Contact me on the following email for further discussion: **********************

  

  Business Response

  Date: 10/24/2022

  Hello, 

  We understand you are experiencing some issues with your trade. As it turns out, your trade has been handled directly by Apple and Phobio is unable to assist with this as we do not have any access or insight into your trade. 

  We apologize for the confusion. Apple will reach out to you to assist with your complaint. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 10/24/2022

   
  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:10/19/2022

  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 Sep 22 2022 I did a trade in with Apple to get the IPhone 14 and trade in my IPhone 13. I was told my estimate for a perfectly good iPhone 13(which it is) would be $470. I shipped my iPhone 13 to Apple on Oct 14 and Phobio(the third party that works with Apple) revised my claim to $130 on Oct 17. I was shocked because again the iPhone 13 is in good condition. I rejected the offer because I can most definitely sell the phone for much more. I am very upset because Phobio genuinely scammed me and other people. I just want the money that I deserve. No one at Phobio has reached out to me despite me reaching out to them. The order number through Apple is W1067104533. I should have taken pictures of my iPhone 13 before I sent it in because from what I have been reading who knows how Im gonna get the phone back. Again I just the money that was estimated and promised to me. Thank you.

  

  Business Response

  Date: 10/24/2022

  Hello ****, 

  We appreciate you sharing your experience and sharing how your trade in has gone. 

  Based off the information you have provided, it seems that Apple has processed your trade and Phobio is not associated with this trade in. As we are unable to locate your account using your name, phone number, email or order number, you will need to speak directly with Apple regarding this trade in. 

  Phobio is unable to assist with this request as it has been handled directly by Apple. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:10/03/2022

  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.

  I sent a MacBook to them and they gave me a quote of $100. They sent me back two pictures and changed the quote to $25. I would like to talk to somebody there, the pictures do not look like they represent the computer I sent them. They do not answer their phone. When I tried to fill out the online support form, it gave me an error message. I finally emailed them today. I sent two additional messages on another online form last week, but the answer I am receiving back in my email is a "canned" answer. If they send my computer back, I'm worried it will be damaged. The computer is in very good shape and is operatonal. thank you.

  

  Business Response

  Date: 10/04/2022

  Hello *****, 

  We see that yo have reached out via email. We also see that our Support Director has been personally responding to your Support request. Please continue to discuss your concerns via email so we can work with you to address your concerns. 

  We apologize that you have experienced difficulties with getting in touch with our team, we do offer email Support and aside from the email indicating we will respond within 2 business days, we do not have canned responses we send to customers. We understand that email Support is not always a first choice in communication, but we do tend to have a response time of 24 hours or less. 

  We appreciate you bringing this to our attention. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18161321
  
  I am rejecting this response because: I read all of the requirements and answered them truthfully.  My computer was in good condition. This company sent me pics of a computer that did not look like the one I sent.  The outer case was in good condition and I thought the screen was in good condition. All the buttons worked and the computer started up perfectly.  They adjusted the quote from $100 to $25 and now I am afraid that if my computer is shipped back to me it will be damaged.  I am tired of talking to their customer support via email, getting the same response over and over again.  They should honor the $100 quote and I am very disappointed in this company and will never do business with them again.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/10/2022

  We're very disappointed to hear that you are unhappy with your experience. 

  We are unable to offer the quoted value due to the damage noted on the trade during the inspection. We are only able to evaluate devices based off the condition in which they are received. I see your trade is marked for return. 

  If you have any further questions or concerns, please respond to your Support emails. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:10/01/2022

  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.

  I began the Apple Trade-in process on Aug 15th 2022. The estimate for my 2017 MacBook Pro was $240.The order number is W1292884466. Quote ID Number: ******** Apple partner Phobio LLC received my hardware somewhere around the Sept 10th.On Sept 15 I received an email from Apple stating my trade-in value had been revised, from $240 To now $0.00. The reason given LCD streaks or screen bleeding. I will be clear as possible on this, my 2017 Apple MacBook Pro left my home in near-perfect condition with zero defects to the screen whatsoever.Like most Apple products, it had been a dependable and solid laptop which had served me well for 5 years. I refused this insulting (and outrageous) offer and my laptop was returned to me. When I powered it up, there was now a visible distorsion along the top of the screen. The curser had a hard time passing over it. My laptop had been broken. Instead of $240, I got less than nothing, since I now couldnt even sell it on *********** On September 21st I called Apple customer service to complain.The customer service rep took note of my situation and directed me to send my laptop back. I received another box and shipping label about a week later.On October 1st I received an email from Apple informing me that, yet again, my trade-in value had been revised.This time, instead of $0.00 it would be $0.00. Thats right. The quote was exactly the same! As of today, Oct 1st, I have not elected to refuse or accept the offer. Frankly, at this juncture Im not sure what I should do, beyond a long walk and a good scream. The reality is, Phobio has destroyed my laptop. And I want them to make this right.

  

  Business Response

  Date: 11/03/2022

   

  Hi there, 

  We're very sorry to learn about your troubles with trade in. 

  Your email, order number and name do not populate any information in our system, which means that your trade has been processed by Apple directly and not by Phobio. We understand this has been a frustrating process, and if we had access or insight into your trade, we would be happy to help. At this time, your best course of action is to speak with Apple directly. We also apologize that you have been sent to Phobio in error for assistance. I am passing your complaint information to Apple's Executive Escalation team. 

  Once you have spoken with them, we do request you remove your complaint against Phobio. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 11/04/2022

   
  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.

  Resolution was achieved after a representative from the Apple Executive Sales Team reached out to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2022

  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 am reaching out over an issue I am having with Phobio concerning my 2017 Apple MacBook pro. The original trade-in value was $500. Refer to attachments. On 9/13, I confirmed it for trade in. And the trade in box was shipped. On 9/14, the shipping box came, i erased the device, removed screen protection and case protection and I shipped the item out. Refer to Thule case PDF for the exact case used for the MacBook for the time I had it. On 9/16, Phobio received the device. Review Device Recieved PDF for context. On 9/20, Phobio considered the device as being delaminated on the screen Review Trade In value adjustment PDF for context. Upon reviewing the evidence from Phobio, I deemed my screen simply being dirty and made this known to their CS team. Review Web report (Phobio) PDF for context. In the exchange, I made it known that they miscatogorized residue on the screen for delamination and I threatened to take legal actions if they didn't correct the misunderstanding. Review Phobios email exchange PDF for context. Also, I took the time to attach the original receipt for the MacBook, as well as the repair receipt (******************** PDF) for the repairs briefly mentioned in the email exchange with the Phobio rep.

  

  Business Response

  Date: 09/28/2022

  Hello ****, 

  We are disappointed to learn you have not had a good experience with your trade in. 

  We understand you have some concerns regarding your revised offer and we also understand you have been in communication with our Support staff regarding the delamination found on your trade. 

  When you completed the online questionnaire, delamination was specifically referenced in the evaluation.  Upon arrival, as you mentioned, our inspection team noted this issue and your trade offer was revised accordingly. The issue shown in the photo associated with your trade is delamination and matches the description of delamination, which is the wearing down or breaking down of the anti-reflective coating on a display. This is something that can look like smudges or dirt, etc. Your trade offer was adjusted accordingly as this is not something that can be repaired and requires a full display replacement. 

  We understand you disagree with our assessment. However, there is no indication that the issue is a dirty display, etc., additionally, this is not something thatr occurs in transit as delamination occurs over time. We understand this is not the outcome that you expected. You do have the option to have your trade returned to you at no cost. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18135969
  
  I am rejecting this response because:

  I provided a host of information that would ultimately put Phobio at fault for making a incorrect assessment of my device  

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

  

  Business Response

  Date: 09/29/2022

  Hello ****, 

  We appreciate your response. In this case, our assessment is on par with the device we received. We understand you do not agree with the assessment. We offer quotes to customers and those quotes are dependent on the device passing the inspection. At this time, we do not have evidence that the issue with your device display is anything other than delamination. If you disagree with the value being offered, we offer free returns to customers. 

  Phobio has offered you a value based off the device we received and in this case, we are unable to offer any additional value due to the delmaination on the display. As it stands, you do not have to accept this value, but Phobio is not able to offer anything additional for this device based off the condition in which it was received and inspected. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18135969
  
  I am rejecting this response.
  

  Im requesting the laptop is returned. Once received, I will confirm that I have it by responding to the next message you send on the thread. thank you.

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

  

  Business Response

  Date: 10/03/2022

  Thank you for the reply, ********* 

  You can reply here or with your original communication with our Support Staff. Whichever is easiest for you is fine. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:09/24/2022

  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 in three iPhone 13s for trade in with Apples trade-in program towards new iPhone 14s. I was offered $470 for each of the iPhones. This morning I was notified that two of the iPhone trade ins were successful. One was a revised offer for only $118 citing display is not functional or responsive to touch. This is a complete lie. I cleared all the phones the same day and my mom used her phone up to the point of trade in with no problems. I contacted Apple this morning and they sent me over two vague pictures which show me nothing and said they have been having issues with this company and Im not the first one. I was told they would open an investigation on my behalf and he also recommended I file complaints. This company is trying to scam Apple customers out of their trade in values and its not right.

  

  Business Response

  Date: 09/26/2022

  Hi *******, 

  We're very sorry to hear of your experience. 

  Unfortunately, your trades were not completed with Phobio and they were sent to and processed by Apple directly. Phobio was not involved with your iPhone trades in any way. We understand this is frustrating, however, we are not able to assist you as there are no trades in any of our systems under your name, email or phone number. 

  Please contact Apple for assistance with this request. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:09/21/2022

  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.

  Phobio doesn't send me the payment ( ****** digital card) since I got a confirmation email .I received payment confirmation email on Sept.6 , but I didn't receive the payment by digital card.According to their email, they should send me by 10th Sept. And then, as of Sept 21, nothing.I had sent them several times of email and tried to call , but no answer.I am concerned that Phobio has company problem.

  

  Business Response

  Date: 09/22/2022

  Hello ***, 

  We apologize that you have not received your payment yet. Our records indicate that your payment was emailed to you on September 2, 2022. It's likely this payment is in a spam or junk inbox. The payment was sent from **************************. We have reached out to you via email to share your payment information. 

  Phobio is unable to resend these payments, so you will need to search for the original payment email or call *********** Services at ************ if you are unable to locate this payment.

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 09/22/2022

   
  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:08/27/2022

  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.

  My tracking number is 30616664477.Confirmed my trade-in of a 2015 Macbook Air for price of $90 through ***************************** trade-in on Aug 12th, 2022. I received shipping supplies and packed up my Macbook Air with a non-genuine but working charger, they has signs of use but are fully functional. Upon receiving the item, Phobio lowered the quote from $90 to $40, citing "delamination" with a photo resembling a metal plate with white scratches. I have asked Phobio to return my Macbook Air.If my Macbook Air is returned without damage, I asks Phobio for $10 of compensation for its waste of my time.If my Macbook Air is returned with damage caused by either Phobio or the shipping company(which is unlikely), then I asks Phobio for either buying the device for $90 or compensating me $50 for the damage it caused.

  

  Business Response

  Date: 09/02/2022

  Hello ******, 

  We understand your concerns and we are disappointed to know that you did not have the experience you hoped with trade-in. 

  Upon arrival, we inspect every shipping kit for potential indications of transit damage. In this case, there was no damage noted, nor is delamination something that occurs as a result of transit. This is a condition that occurs over time and is included in the evaluation as something that affects the value.  

  The delamination in question was noted upon arrival when our team began the physical inspection of your device. As such, if you would like, we can honor the revised offer of $40.00 you received due to the condition your trade was in. We are not able to compensate for time, nor are we able to compensate for damage that was not the result of the inspection or transit. 

  We understand this is not the outcome you were hoping for. If you wish to accept the revised value of $40.00 for your device, please let us know and will facilitate the return of your trade to Phobio. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:08/08/2022

  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.

  On July 8, 2022, I was provided with a quote of $295 in ****** Cash for the trade-in of my MacBook Pro 15" (Late 2014) laptop. The trade-in was through the ****** website but, as I later learned, through Phobio. I accurately answered all questions posed about the physical condition of the laptop. There was no question raised about delimitation issues related to the screen - just dead pixels, broken screens, etc.I received a box from Phobio and shipped the laptop and power supply to them, receiving a confirmation of its receipt on July 27, 2022. On August 1, 2022, Phobio reduced the offer to $120 based on the screen delamination. I declined the offer and requested the return of my device.On August 5, 2022, I received my laptop. The next day I opened the package and found that the laptop was in a filthy condition, had been dented on the screen side case, now had a non-functioning trackpad, and the power adapter that was returned to me was not the one that I had sent (and had extensive water damage to its cord). I was able, after several hours, to learn how to fix the trackpad through an SMC reset. In the return box that Phobio provided, there was a customer service phone number listed. That number did not connect to any human. I did receive an email response to my complaint on August 8, 2022, from "******************" at ******************************************************** and provided her with an explanation of what had transpired and photos of the damage to the laptop and the water-damaged AC adapter / power unit. In response, Ms. ** offered to revise the quote up $55 to $175 if I would return the unit. I countered with an offer to resolve this for the original quote - $295 - or the difference between the lower value now offered (due to delay and to the additional problems with the unit) by one of their competitors, Gazelle. I was told in response that they do not do competitor price matches, and that they would not revise the offer any further upward.

  

  Business Response

  Date: 08/13/2022

  Hello *******, 

  We understand you have some concerns regarding your revised offer. 

  As our Director mentioned in her review, we are unable to match competitor offers, however, we do wish to work with you for a resolution. 

  Please continue to work with our Support Director who you have been in communication with so we can resolve your concerns. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17688466
  
  I reject this response from the business.  Predictably, being referred back to the customer service person with no last name resulted in no further good-faith attempt at settlement.  Please see the attached PDF for that correspondence.

  I renew my demand to either perform the contact we entered at the agreed rate ($295), or to compensation for the negligent or intentional damage done to my property.

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

  

  Business Response

  Date: 08/15/2022

  Hello ****, 

  We are disappointed that you were unhappy with the offer that was made to you. 

  After careful consideration, a new offer was presented to you that we feel is more than fair as the return of your trade is not required and you actually retain possession of your device. As this offer is more than half of the original offer, we feel it is fair and it is the most we can provide at this time as your device does suffer display damage. Of course, your review and acceptance of this offer is required and as you would retain the possession of your trade, you are then free to do as you wish with the device. 

  We encourage you to thoroughly review the offer made to you by our Support Director and reconsider. 

  Best wishes, 

  Phobio Support