Complaints

This profile includes complaints for Motorola Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Motorola Mobility has 21 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Motorola Mobility

  222 Merchandise Mart Plz Chicago, IL 60654-1103

  
• 

  Motorola Mobility

  775 Tipton Industrial Dr Ste E Lawrenceville, GA 30046-2886

• 

  Motorola Mobility

  775 Tipton Industrial Drive N.W., Suite E FORMER: primary, reportab Lawrenceville, GA 30045

• 

  Motorola

  4600 Pleasant Hill Rd Memphis, TN 38118

• 

  Motorola Mobility

  4801 Westport Pkwy Fort Worth, TX 76177-3201

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:07/02/2025

  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 ordered on Motorola website a ************ 2025 on 6/30/25. I never received confirmation from the company that my order was received but I did receive email from ****** regarding financing schedule & interest. 7/1/25 I called Motorola inquiring about order status and expected delivery. I was told order had not been processed due to system upgrade with the warehouse that does the order process. I called back a few hours later demanding an email indicating my purchase and an order number. Finally received the email and when I clicked on the link to find order status, it said order not found. So I called yet again and was told the order had not been found because it was not processed due to Warehouse system upgrade and the system down however the email clearly indicated before the link is clicked, that the order was processed. I was told to call back in a few hours. Called again a few hours later and was told same thing. Order has not been processed due to Warehouse system down. Called again on 7/2 inquiring same and was told the exact same baloney. I was told to call after noon today in the system should be up and running. I called again afternoon and told same thing. No order processed and the representatives has no capability to communicate with Warehouse. This is motorola! A huge company! At this point I told them to cancel my order because I need a phone. Mine is just about dead & there's no other phone in my possession. They told me "there is no button to push to cancel the order! Has to go through the warehouse", the very warehouse with no apparent ability to communicate with! I was told it won't be canceled until the warehouse actually receives my order although the email clearly stated, prior to clicking the link, that the order went through. I called a few hours later requesting cancel again and was told they can't cancel it.This is ridiculous. It's a lot of money! I don't want to receive it only to pay restocking fee as I will not deal with this company.

  

  Business Response

  Date: 07/07/2025

  This order has been shipped and is out for delivery. The customer has been sent the *** tracking number via email. If the customer would like to return it for a refund, they will need to contact us to set that up. We consider this matter resolved.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23550691
  
  I am rejecting this response because:

  after the horrific communication and lack thereof and complete confusion on behalf of motorola, I personally spoke on two different occasions after my emails would not go through, giving solid instruction to cancel this order entirely. These communications took place prior to the device being shipped out. I also requested Motorola contact ******, the company which I financed the device through. Yesterday, *** was at my door with a package and I signed for it because I thought it was a device from a different company where I ordered my device after I canceled Motorola. After I signed and I took the package from the delivery driver, I saw the return stated Motorola so I gave it back to the *** driver and apologize and told him I was refusing delivery. He marked the box and put it in his system as return to Motorola. If there is any question to this, I have the video from my doorbell with audio. So Motorola did not cancel the order as they promised in two different phone conversations, and they have not contacted Affirm because I have already been charged. This needs to be rectified immediately. I am glad all of this happened prior to me actually purchasing the device because I could only imagine problems if there was ever a technical issue. When a consumer spends this type of money especially with a company as big as Motorola, this entire situation is unacceptable.

   

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

• Initial Complaint

  Date:07/02/2025

  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 bought my son a new phone. It was quite high priced. I now am being told I have to buy a charger and box for it separately- absolutely not. I just paid a lot of money for that phone. I will return it if I am not sent a charger cord and charger box for free.

  

  Business Response

  Date: 07/07/2025

  Most cell phone industries are no longer providing charging blocks for devices. It is listed what comes in the box on **************************. Most devices only come with a charging cable. We recommend doing all research before placing an order. If the customer would like to return the device for a refund, the will need to contact us to set up the return. We consider this matter resolved.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23550009
  
  So because "all businesses are doing it" that makes it ok!?! Absolutely not. These phones are expensive and it is rude and greedy of Motorola to not include a charging box with an expensive product. I guess if Motorola's friend jumped off a bridge, they would too. Embarrassing company statement. Yikes. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service 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 Motorola Edge+ (2023) smartphone through Best Buy. The device is still within the 1-year manufacturer warranty. It began failing to connect to any PC or vehicle via *** showing device not responding or no recognition at all. I have taken extensive troubleshooting steps:Tested multiple known-good cablesVerified that the *** port delivers powerConfirmed that OTG devices work (*** reader functions)Booted into Safe Mode to rule out third-party interferencePerformed full factory reset and restored from backupAttempted wireless Android Auto, which fails to pair (loops endlessly)The *** port is clearly not handling MTP or Android Auto connections. This is a confirmed firmware or hardware-level defect. Motorola refuses to honor the warranty. Best Buy, as the authorized seller, is also refusing to assist or escalate the issue despite having the **** on file and selling it within the warranty period.I am seeking a proper repair, replacement, or refund under the manufacturers warranty, which both parties are legally obligated to support.

  

  Business Response

  Date: 07/02/2025

  The customer spoke with our agents and was offered a premium mail in replacement. This is one of the one-time courtesy options for the manufacturer's warranty. The warranty covers certified like new replacements unless within the Buyer's Remorse Period and purchased directly from **************************. The customer refused replacement as they wanted a new device however, the device was purchased at Best Buy. We only are able to offer warranty options for repair/replacement. We consider this matter resolved until the customer would like to move forward with the warranty options available.

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23546571
  
  I am rejecting this response because: You did NOT offer a replacement, IN FACT I had to ask about this option then you told me it would cost me $500 (the phone was only $350!!) to cover this refurbished phone and that I would have to send mine in FIRST. That is NOT fixing the problem with the phone it's robbing me of almost TWICE the cost of the phone. On top of that you wanted to CHARGE ME another $40 for the PRIVLEDGE of getting a refurbished phone. Secondly, your 'agent' or 'supervisor', who did call me back a day later, sat of the phone silently for what seemed like 5 minutes, not saying anything. Just sat there wasting my time no words not anything. 
  
  ****** *******

  

  Business Response

  Date: 07/07/2025

  The Premium Mail in option is a One time courtesy. This is not always available. This option does charge a fee of *****+ tax for the convenience of receiving a certified like new replacement first. The security hold is required to ensure we receive the defective device back. Once we receive the defective device, the security hold will be lifted. If the customer does not want to pay we have the standard repair option available, which is free of charge. The customer would need to move forward with one of the options available. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23546571
  
  I am rejecting this response because:
  First off, why would you need a security deposit for almost TWICE the cost of the actual phone? It's excessive and unrealistic. If I had $500 dollars to just ***** nilly throw around I wouldn't have purchased this phone in the first place. Secondly, your "standard" option would require me to SEND IN MY PHONE, how on Earth is a person supposed to survive in this day and age without out their phone for WEEKS? They can't, and you know they can't. It's an absurd notion in it conception. I wouldn't be able to call 911 if there were an emergency, let alone conduct my daily activities. No, in todays age where the phones cost the company pennies on the dollar to manufacture, and are so completely integrated into our lives, I should be able to take my phone to the store and get a replacement there on the spot. No physical damage to the outside of the phone, just shoddy engineering, manufacturing or defective parts. You took my money easily enough, but won't back your product.
  
  
  ****** *******

• Initial Complaint

  Date:07/01/2025

  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.

  Since day one with my 2022 Motorola 5g the phone has not worked correctly. The speaker phone nobody can hear you on and it has jumped screens and apps also since Day 1. I'm a disabled veteran going through stomach cancer and cdiff and spinal cord disc ***lacement and permanent C7 nerve ***air surgery in my neck and vertebrae. Because of this phone I've missed a stomach cancer surgery and I had a family friend die and I didn't get the message till 3 days later because that's when the call and text came through. It's amazing how Motorola could care less about a disabled veteran with cancer that's obvious. All over wanted since day 1 was a ***lacement but everyone tells me what they can't do. So missing calls, surgeries and deaths of family friends because of my 2022 Motorola 5g but Motorola won't even ***lace a broken phone out of the box and now the screen is coming literally unglued from the rest of the phone so I have it taped together with packing tape and it doesn't receive calls anymore. I've never been so disgusted and dejected from a phone company. I'm actually writing the attorney general oh I used to be a Professional Golfer *** ******** Golf so I'm sending out a message to my 8 million plus connections and I'm releasing on X how Motorola could care less if a disabled veteran and ex professional athlete ends up dead because their Motorola phone didn't work. I've never been in worse health and I've never had a worse phone in my life. All they had to do was exchange the phone since it was broke since day 1 but I guess in 2025 humanity and taking care of customers doesn't apply anymore. Even when I told the Motorola *** everything they said we can't do anything for you. I've already recorded a video for X with my name so everyone knows it's legit and I'm going to tell everyone how Motorola doesn't care if a disabled veteran lives or dies because I can't make or receive calls and the world needs to know not to EVER BUY MOTOROLA BECAUSE THEY HATE DISABLED VETERAN

  

  Business Response

  Date: 07/07/2025

  The customers device is a Demo device, which would not feature a warranty. This device is also End of Life and no longer warrantied or manufactured by Motorola. The customer was given a coupon code to use on ************************** as there is nothing further we can do for their device. The customer remained unsatisfied. We consider this matter resolved and the customer would need to go to their point of sale for further assistance.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23543540
  
  I am rejecting this response because:

  For One I've never heard of a coupon code that's convenient to say and not once apologize for any inconvenience are you AI and not human. See that exact response is why people in ******* are fed up with fake images and disingenuous words but you guys could give such little s**** about people you don't even say hey sorry you went through Cancer and spinal cord surgery but thanks for your service to our Country but that's asking for humanity. See I don't give a s*** about the phone anymore I'd much rather let the world know how you feel about disabled Veterans and God knows I know a lot of them or at least the ones with rank. So be the next Bud ***** or Target . 

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

• Initial Complaint

  Date:06/30/2025

  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.

  To Whom It May Concern,I am filing this complaint against Motorola Canada regarding a phone order that I placed on June 15, 2025 through their official website. The order was for a Motorola Edge 2024 smartphone, but as of July 1, 2025, I have not received the product, and I no longer wish to continue with this order.Order Details:Order Number: 2500000058066-01 Tracking Number: 1ZGH0963DG01096963 (UPS)Amount Paid: $451.99 CAD (including HST)Expected Delivery Date: June 20, 2025 The ************* tracking shows the package is On the Way Pending Release From ******* Broker.I contacted **** and they told me to reach out to Motorola directly.I have contacted Motorola support daily through live chat (since the phone line doesnt work). Every time, I am told that the issue has been escalated but there is no update or resolution.On June 26, I received an email from ******************************** but it did not give any helpful information or *********** Request:Because of the long delay and no clear communication, I am requesting a full refund of $451.99 CAD.I am no longer interested in receiving the phone.I have already paid in full, and I cannot afford to buy another phone unless I get this money back.Supporting Documents Attached:Order confirmation Payment receipt Chat transcripts with Motorola Email from Motorola support Closing:I hope Motorola will take responsibility and issue the refund as soon as possible. Thank you for your help in resolving this.Sincerely,******* *****

  

  Business Response

  Date: 07/02/2025

  The customer order is showing out for delivery with a delivery date of July 2, 2025. If the customer is still wanting a refund, they will need to contact Motorola Canada for assistance in setting up a return for refund. We consider this matter resolved.

• Initial Complaint

  Date:06/30/2025

  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.

  They will not fix my phone that is broken we're it folds and then thay will not listen to me and fix my phone **** told us to send it to them because it was a manufactured defect and now Motorola is saying that it is not supposed to operate enough

  

  Business Response

  Date: 07/02/2025

  The customer's device was received with many general wear and tear scratches that would not be fixed under the warranty. The device also had a cut/***** out of the housing. Physical damage is not covered under the standard warranty. The customer was offered a one-time courtesy partial waiving of the physical damage fee but refused. The device is being returned to the customer unrepaired as they requested. We consider this matter resolved.

• Initial Complaint

  Date:06/27/2025

  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 phone that I have from Motorola has been giving me issues since I purchased it the first week of October 2024. I had all kinds of issues with the phone. I had to walk to a store to talk to them in person, I don&#**;t have transportation. I asked them to look at it and they would not even look at it. I am computer illiterate and asked for help with this phone. It would work for 3-4 days and then go back to not working properly. I have not missed a bill and pay on it every month. I have been asking them to replace the phone and to check it and no one has helped **** would like for them to replace the phone and to check it

  

  Business Response

  Date: 06/30/2025

  The issues the customer are having would benefit from troubleshooting with our technicians. The customer was provided the warranty options for repair/replacement, and the customer disconnected. The issues stated do not sound hardware related. The customer needs to contact us to exhaust troubleshooting before setting up a repair/replacement.

• Initial Complaint

  Date:06/26/2025

  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.

  The company is a scam, I was sent to an appointment here in town to get it fixed and turns out the Motorola tech. Wasn't supposed to send me there because they don't fix Motorola phones. I have called, emailed, and chatted to get this fixed locally because I don't have the money to get a loaner and they don't have a local store here in town. I have asked for a new phone or my money back and they cannot help.

  

  Business Response

  Date: 06/30/2025

  The customer was offered the warranty options for repair/replacement. The customer refused. As the device is not purchased with ************************** and within the buyer's remorse period, we would not be able to provide a refund or a different device. The standard warranty covers like for like replacements. We consider this matter resolved until the customer chooses one of the warranty options they were provided.

  Customer Answer

  Date: 07/02/2025

  I do not accept there response.
  Dear Motorola Support,
  I am reaching out regarding an issue with my Motorola Razr phone (2024 model). The factory-installed screen protector has started to delaminate, and I understand this is a known issue that is covered under the standard warranty as a one-time courtesy repair.
  I kindly request that this be resolved under warranty at an authorized repair location, as I am currently unable to afford out-of-pocket costs, and I do not have the means to mail in the device or be without a phone for an extended period.
  Please assist me by directing me to the nearest authorized service provider (approved location) where this issue can be fixed under warranty. I will be happy to bring the device in for inspection and resolution.
  Thank you for your time and assistance.
  Sincerely,
  ***** Day
  ************
  *************************** 
  
  

  

  Business Response

  Date: 07/07/2025

  We are not seeing any further ****'s in the customers area for repair. We have made exceptions to the warranty repair options for the customer as a one-time courtesy. The customer has refused the options through **********************. We consider this matter resolved until the customer chooses to move forward with one of the warranty options provided.

  Customer Answer

  Date: 07/09/2025

  Complaint: 23522174

  
  

  I am rejecting this response because:

  Dear Motorola Support,

  I am writing regarding my Motorola Razr 2024, which I purchased only a few weeks ago. Unfortunately, the phone is already showing signs of screen delaminationa clear defect that should be covered under your stated warranty.

  As a customer, I am extremely disappointed that the only option being offered requires me to send in my phone and cover the cost of a loaner device. I am currently not in a financial position to pay any additional expenses, nor can I be without a phone due to personal and professional obligations.

  Your warranty clearly states that you will stand by the quality of your product, and in this case, I am simply asking you to honor that commitment. I am located in ***********, **********, and I request that you direct me to a certified local repair center where I can have the issue resolved without needing to ship the phone or pay extra costs.

  Please help me resolve this issue quickly and fairly. I am counting on Motorola to uphold its WORD and provide the support your WARRANTY promises.

  Thank you,

  ***** Day

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

  
  

  
  

  
  

   

  
  

• Initial Complaint

  Date:06/19/2025

  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.

  ? The Problem:I sent 2 Motorola phones in 1 box (under warranty).I used two different return labels but only one label was scanned by ******The second label was inside the box, so it never got scanned in.Motorola says:They only received one phone.The one they did receive has a crack and theyre trying to void the warranty over that.But youre saying:?? It shocked you (malfunction)?? Thats why it cracked when you dropped it ?? The other phone had to be in the box, and they wouldve seen it on Product safety concernElectrical shock is Motorola malfunction not a user error! Everybody I'm talking to is very rude. They're not helping they're telling me they don't see my other phone. It told me that I had to pay $600 to have my other phone fixed. When it wasn't my fault, it was an injury shocked by their malfunctioning phone, not by a user error so please, please help me. I make money with my phone. I'm losing money every minute. They're playing games trying to get out of paying for the warranties. I don't even want paint. I want the phones replaced. I played good money for them.

  

  Business Response

  Date: 06/26/2025

  As the customer sent two devices in the same box for repair, there was a delay and confusion in receiving. The customers device was received with physical damage and that is not covered under the standard warranty. The fee was waived as a one-time courtesy and the repair was continued. We consider this matter resolved.

• Initial Complaint

  Date:06/19/2025

  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 purchased a Motorola phone and original charger from Motorola's official website. On June 10, 2025, the phone suddenly caught fire while charging, causing heavy smoke and actual flames. I inhaled smoke despite having a respiratory condition, and burned my left thumb while extinguishing the fire. The fire damaged the phone, and I permanently lost important business data and personal files.I contacted Motorola immediately and submitted photos and a detailed explanation. However, the company has failed to offer any resolution or accept any responsibility. This is a severe safety issue. I am demanding $5000 USD in compensation for physical harm, emotional distress, lost data, and disrupted work.I am giving Motorola 3 business days to respond before proceeding with public disclosure and legal action.

  

  Business Response

  Date: 06/20/2025

  The customer is working with our executive team on handling this issue. We take these matters very seriously and the device needs to be evaluated. The customer needs to continue to work with the agent assisting them for the next step in the process.