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:08/03/2022

  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.

  Phobio is a company that accepts trade in computers for Apple and ******* I traded my laptop with the value quoted by Phobio of $175. My computer was in mint condition. I packed the item in their packing box. Upon receipt, Phobio inspected the computer and adjust the value to $0 because they said a few computer keys were missing. I disputed this via email exchanges and brought it to the manager level. They insisted that it was damaged upon their inspection. I disputed this and stated that I sent a mint condition computer and now they are sending a damaged product back to me. I have utilized Phobio for a different computer trade just recently with no issues. I feel they damaged the computer and are now falsely accusing me of sending a clearly visible damaged product. Very disappointing. This company does not provide a telephone number and only handles issues via text. Also, very disappointing.

  

  Business Response

  Date: 08/04/2022

  Hello ******, 

  We understand your experience has not gone as expected. 

  We are in communication with you via email to resolve your concerns. 

  Phobio is unable to verify the condition in which the trade was shipped, however, we are able to verify the condition in which it was received. 

  As we mentioned in our email to you, none of our employees have the ability to remove keys from a device, nor would it be in our best interest to falsely damage a device to attempt a lower trade in value. Our business thrives when trades are in working condition and we are able to remit payment to customers for the highest value for a trade in good condition. 

  Please continue to work with the Support Manager handling your case so we can find a resolution for your trade concerns. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17665406
  
  I am rejecting this response because:
  While I understand it is not in their best best interest to damage trade ins they receive, but sometimes accidents happen. Moreover, Phobio has a well documented history of complaints and articles addressing these same issues in the last year. It is unacceptable and they should honor their initial deal quote. 
  Sincerely,
  
  ***************************, Md

  

  Business Response

  Date: 08/05/2022

  Hello, 

  We appreciate your response. 

  We understand there are reviews regarding concerns customers have encountered with their trades. We make every effort to monitor such complaints and to address and respond to reviews of that nature. While the majority of trades go through the process as expected, there are circumstances in which the reported condition does not match what was reported and we are required to share our findings. We take these complaints seriously and we hope that while you were doing your research you noticed there are as many customers who have had a pleasant experience with us. 

  Please continue to respond via email to the Support Manager handling your case so an appropriate resolution can be found. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:07/28/2022

  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.

  Trade Status Trade Created In Transit Device Received Device Inspected Payment Processing Trade Summary Trade #: *********** Device Apple iPhone SE (2nd Generation) 64GB Other $100.00 Offer Accepted on 03/07/2022 Shipment Summary Supplies:Supplies Status:Pending Tracking #:- Shipment to Phobio:Shipment to Phobio Status:Pending Tracking #:-Status History Date:03/07/2022 Status:Inspected Device:iPhone SE (2nd Generation) 64GB Other Value:$100.00 Date:03/07/2022 Status:Received Date:02/19/2022 Status:Created Device:iPhone SE (2nd Generation) 64GB Other Value:$100.00 ****************** Information ************************* *************************************************** Payment by will be sent to ***************** I sent in my trade with Phobio in February they received it and did inspection I have not heard from them since! Its been almost 5 months! I tried to with with the my phone carrier to resolve and nothing. Puretalk is as bad of a company as Phobio for customer service. After dealing with them for months I decided to try to resolve it myself. Got on the web site sent a message 4 days ago when doing they they state someone will contact you in 2 days. Today I tried the phone number provided for customers. I only got a recording tell me to submit on the website which I already did. I traded a phone that was less then 2 months old it was practically brand new! I have received 0 payment for my phone! 0 responses from this awful company! I have been more then patient!!

  

  Business Response

  Date: 07/29/2022

  Hello ******, 

  We are disappointed to hear you are encountering issues with your trade.

  We have contacted Pure Talk on your behalf and they have confirmed a payment of $100.00 was processed and refunded to your original method of payment on March 10, 2022.

  Unfortunately, Phobio does not have any insight into payments as all payments are processed by Pure Talk. If you have any further questions regarding your payment, please speak with Pure Talk directly as they will be able to better assist you. 

  Best wishes,

  Phobio Support