Complaints

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

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• 

  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 Mobility

  4801 Westport Pkwy Fort Worth, TX 76177-3201

• 

  Motorola Mobility

  1303 E Algonquin Rd Schaumburg, IL 60196

  

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:10/09/2024

  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.

  I purchased my phone on 09/26/24 through my phone provider, ****************. I had the phone for 3 weeks when the screen cracked from some debris when closed. Cricket advised me that I was still under warranty since just purchased it and to contact Motorola. I contacted Motorola on 09/13/24 and told the service *** exactly what happened and I was told not to worry and that the phone was under warranty as long as the factory screen protector was still on the phone, which is was. Just on that first time I called, I was hung up on 5 times over the span of my 1 hour lunch break. I spent my entire lunch break trying to talk w/ someone. I decided to send my phone in for ***air as I was told it was "under warranty and not to worry". I sent my phone in and Motorola received my phone on 09/27, per the tracking number. I was told the whole process, ***air and returned was 5 business days. A week later, on 10/04, I was emailed telling me my phone was able to be ***aired, however, not under warranty and that I would have to pay $600 to have it ***aired. I didn't even pay that much for the phone when purchased. Not to mention, I took a picture of my phone right before I wrapped it in bubble wrap and sent in the box my son's iPhone was sent it, as Motorola doesn't send you a box either to sent it in. The pictures they sent me had the screen in worse shape than when I sent it in (2nd picture). It takes over an hour to get someone to call you back if requested and then you're lucky if someone is on the other end when they call you back. I have requested to speak w/ a manager, but they are only there at certain times of the day during the week and for the people who work themselves, you can't speak w/ them because you have no time left after either waiting on hold for long periods of time or never getting a callback within a reasonable time. All I want is my phone fixed as promised. I will never purchased from Motorola again after this phone.

  

  Business Response

  Date: 10/17/2024

  As physical damage is not covered under the warranty a fee occurs to repair. We have waived the fee as a one time courtesy and are continuing with the repair. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22403830, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Sara Paolello

• Initial Complaint

  Date:10/06/2024

  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.

  In March, 2024, I bought a motorola cell phone with my new Spectrum account. i was promise good service, but the cell phone has never worked ok. At times the screen freezes up. example-im on call i go to pick up incoming calls but i can not. i try to clear notifications bur it will not clear. I have to restart phone to clear. People have said they call and could not get through and get recording or error message. Also, i tried calling out sometimes and it gives me an error message, cant connect. A lot of time people can not hear me and i can hear them. Yes, I spoke to Motorola to no reveal. They said i can send to them to look at, the problem is they will not give me a loaner phone, I am an elder and i need my phone. I am requesting a refund so i can get a cell phone that i can used with no trouble.

  

  Business Response

  Date: 10/08/2024

  As the customer did not purchase from ************************** and within the buyer's remorse period, we would not be providing a refund. The customer would need to go to the point of sale for a refund. The customer last contacted us in May of 2024 for troubleshooting assistance. If the customer is having issues, they would need to contact us to look into if the issue is hardware, software, carrier or environmental type issues. We consider this matter resolved.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22387351
  
  I am rejecting this response because: Spectrum has checked the issue out and refer me to Motorola. I have not have this phone very long. I feel they over charged me for a used phone. I have been having trouble since I received phone.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:09/27/2024

  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.

  For 3 weeks I've been trying to seek resolution for a phone purchased from Motorola via my carrier that stopped working within the first month of use! For the first 2 weeks I was told a replacement was not available and that they had no idea when/if one would be available. Finally after 2 weeks of request I was finally transferred to escalations who stated I could send the phone off for repair but since it is a work phone with clients personal info and the phone is inoperable and unable to be factory reset I would liable to send that phone off our of my care so I'm legally not able to do so. I in the past week have been told by ******** ****** ******* and ***** at the escalations that I should hear back from their supervisor ******* w/in ***** hours but after a week of no return phone call or any idea when/if there will be(much like the replacement phone) I stated I wld be filing this complaint and magically they suddenly had a phone they could send me but it would be used and I still have not spoke to ******* and ****** a supervisor in escalations as well will not respond to my questions via email either.

  

  Business Response

  Date: 09/30/2024

  The Supervisor has spoken with the customer and provided both the repair and replacement options available for the customer's device. The customer does not want to pay a security hold for a replacement device, they were also not willing to receive a certified like new replacement, which is what the warranty covers. The customer is demanding a new replacement and was advised they need to go to their point of sales. The customer refused the warranty options provided. We consider this matter resolved unless the customer chooses one of the available options for their device.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22348612
  
  I am rejecting this response because:

  Even this response contains lies from this company including that I ever stated I would not be willing to pay a fee which I NEVER stated. Also, they did not include in their response that when they mentioned "speaking to point of sale" both myself and ******* a supervisor at Motorola spoke with them (AT&T) and AT&T  informed them they(Mototola) would be responsible for replacement as the warranty exists through them and there was nothing AT&T could do! Furthermore, of course I want a new replacement for my new phone (less then 30 days of use) who would be content to continue to pay full price for a phone that was used! Finally, they failed to mention and/or acknowledge that I was legally prohibited from sending the phone off for repair due to the lemon product they sold me being inaccessible in any way and therefore no way to master reset and I have clients and my own personal and banking info on that device for business and I would be liable if anything happened with that info!!
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/02/2024

  The Motorola warranty states we will repair, replace or refund at our discretion. When devices are sent into our repair/replacement facility the first thing done to the device is being wiped of all personal information if it was not/could not be done prior to being sent in. The customer has been provided our warranty options, if they wish to proceed we would be happy to assist them in processing an RMA otherwise we consider this matter resolved.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22348612
  
  I am rejecting this response because:
  I was never offered a refund or told at any point doing my 3 weeks of conversating with Motorola. If a product failing w/in 30 days of use isn't a reason for a refund then I don't know what is. The fact the guideline "is up to your discretion" further proves you have the right/ability to help me further but are choosing not to and instead provide insulting/horrendous customer service. How can I trust your company to wipe the phone when many of your agents/supervisor's have lied to me repeatedly! What is an MAR?
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/25/2024

  Type:Delivery 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 paid and traded in my phone with the understanding it will be expedited to delever 9-24-2024. I've called 8 times and they refuse to send the phone. No explanation or email or call back. As I was told. I traded in my phone used for medical communication, including video appointments with the ************************ Also to order my prescriptions. I can not do any now.

  

  Business Response

  Date: 09/27/2024

  Delivery date is estimated not guaranteed. There can be many reasons for a delay such as stock, inclement weather, shipping etc. This information is stated in the terms and conditions of shipping. The order is out for delivery today September 27, 2024 by 12:00pm. For updated tracking information it is best to check the tracking number that was provided via email. We consider this matter resolved.

  Customer Answer

  Date: 09/28/2024

   
  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.

   

  they are rude and non communication experts.

  thank you BBB for letting me know it shipped. If they can take 5 minutes off their oh more important work. Naa lets let disabled Veterans wait with never emailing or a call.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/25/2024

  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.

  November, 2023 new Razr2023 was purchased. May, 2024 **** started shutting down and needed to be restarted. July, 2024 **** completely shut down and froze and could not be restarted. Contacted Motorola and sent Razr to Motorola to be repaired or replaced on July 29, 2024. Warranty stated that if less than 1 year. New phone would be sent as replacement. On August 5, 2024 refurbished phone was received since original phone which was purchased in November 2023 could not be repaired. Original **** purchased was replaced with refurbished Razr even though it was defective and inoperable in less than a year. I contacted Motorola **************** on several occasions to request new phone not refurbished. Incident # ******-003259. Have been transferred to ************* with hold times up to 45 minutes with no satisfaction. My desired outcome is to receive new phone for original defective phone which was purchased new less than 1 year ago rather than a refurbished replacement.

  

  Business Response

  Date: 09/27/2024

  The customer was provided the warranty options for their device. They received a Certified Like New Replacement device. We would only be providing a brand new replacement if ordered from ************************** and within the Buyer's Remorse Period of 14 days after delivery. We are not showing that either of these terms are met. The warranty states it is at Motorola's discretion on which option is available for their device. We would not be providing a new replacement for this. We consider this matter resolved.

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22339423
  
  I am rejecting this response because:

  The Motorola Warranty states that for 1 year from purchase Motorola at its option and no charge will either repair the Phone or replace it with a new or reconditioned product. Since a new phone is listed as an option, I request a new phone. My phone was purchased new and within 6 months it was shutting down. It could not be repaired and was defective. It never was shared with me what the problem was and why it could not be repaired. Warranty states that new phone is an option, and it does not state that the original new phone had to be purchased on **************************. I am requesting a  new phone as replacement since that is an option. I am not satisfied that I received a refurbished phone for a phone I purchased new and it didnt work properly after 6 months.

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

  

  Business Response

  Date: 09/30/2024

  Per Motorola's Terms and Conditions for our manufacturer warranty; If you make a valid claim under this Limited Warranty, Motorola or its ****************** Provider will, at their discretion, either (1) repair the Product using new, used, or reconditioned replacement parts; or (2) replace the Product with a new or like new reconditioned Product that is the same or similar to the warranted Product; or (3) refund the purchase price. 
  

  We offered the customer our warranty options, and customer declined repair/replacement option(s). 

  We consider this case closed and customer is welcome to contact ********************** to process repair/replacement while their manufacturer warranty is still valid. We do not offer a new phone or refund per our discretion.

  
  

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22339423
  
  I am rejecting this response because:
  The new Razr that I purchased in November 2023 proved to be defective within 6 months of use. When I contacted Motorola and sent it for repair I was advised that if it could not be repaired, it would be replaced. Since my original new phone was only 6 months old, I expected a new phone as replacement. I was never contacted that because my phone couldnt be repaired that I was getting a refurbished phone. I was not given the option to decline that decision. I didnt know until I received the phone that it was refurbished. I am dissatisfied with the refurbished phone and request a new phone as replacement.
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:09/24/2024

  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.

  I did not receive a telephone that was repaired by Motorola under their repair warranty due to a shipment that was lost and they have not remedied the situation.

  

  Business Response

  Date: 09/26/2024

  The customer set up a repair on February 17, 2024 the device was repaired and delivered. The customer tried to change the address to ******, unfortunately we only ship within the **. The device shows as delivered, it is not signature required, and a claim would be denied as it shows delivered. The customer did not reach out about the package until August 1, 2024. As this happened 6 months ago, there is nothing further we can assist with. We provided the warranty support within the timeframe and the device was delivered. We consider this matter resolved. 

• Initial Complaint

  Date:09/19/2024

  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.

  Purchased a new Razor 23 approximately in January 2024. The phone has been sent in at least twice for repair and this would be the third or fourth time. This time the phone constantly drops calls after a minute or so and screen turns black. I took to Cricket and they told me it was a defective device and referred me to Motorola. I've spoken to them at least 10 times in less than 24 hours as phone keep dropping calls and only 1 call back. On 09/18, the call was supposedly been escalated as I stated I wanted device to be replaced with a new phone due to repairs aren't working as it's obvious that a defective phone was purchased. Because I stated I didn't want a refurbished replacement, it was escalated but no response. Called on 09/19 and told by a representative it was nothing she could do. I've asked to speak to a manager or upper management and denied. Not only is this unethical with the prices customers are paying for these phones, but fraudulent and a rip off of customers. ********************** isn't providing quality products nor stand behind them. Through my research, this appears to be a commonality of Motoro practices and honoring their products. I want to make the public aware of this night mate and for the phone I paid for to function properly!!

  

  Business Response

  Date: 09/23/2024

  A one time courtesy replacement was set up with fees waived for the customer. The customer needs to send in their defective device, once they receive their certified like new replacement. This will only resolve the issue if it is hardware related. If the customer continues to have network issues they will need to exhaust troubleshooting. We consider this matter resolved.

• Initial Complaint

  Date:09/16/2024

  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.

  I shipped a phone under warranty to motorola theough ****** ***** bent my phone in shipping. Originally they told me they would not repair it bc it was bent. They had to send me photos because i did not understand how it was bent. Then they decided when i pursued it to redownload the software and send it back. I received a bent phone. Called motorola again and they filed an insurance claim against *****. I was told by a motorola representative that ***** said replace the bent phone. I shipped the bent phone back to motorola. It arrived back to me today. They said they have Replaced Main *********************** Battery, Camera, Antennas. I received the same visibly bent phone with a new back cover. I only wanted was a new replacement phone. If they cannot manage that then i would like a refund of my original price plus the added insurance. The last representative who told me to ship it back did not even put in the notes about it being bent. I had also handwritten a note with the bent phone when i shipped it back the second time with the motorola claim ticket 240705-002532 that the insurance had been filed on. Since i have had zero luck talking to anyone on the phone i tried their chat and that person told me to call the warranty hotline. And i said i have called motorola enough and i was going to file with BBB.

  

  Business Response

  Date: 10/14/2024

  We have not been able to reach the customer via phone or email. We are attempting to resolve the issue, however we need to speak with the customer. They should reply to the email or call us at the number provided in the email.

• Initial Complaint

  Date:09/12/2024

  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 purchased a Motorola phone from my then phone service, for $168.00 on March 8. 2024, had to bring the phone back on march 15, still not working. Had to change the phone carrier because ******** would not work with me with the phone. Would like a refund

  

  Business Response

  Date: 09/16/2024

  As the device was not purchased through Motorola we would be unable to provide a refund. The customer would need to go to point of sale for refund. We consider this resolved.

• Initial Complaint

  Date:09/12/2024

  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 am writing to file a formal complaint regarding an order I placed with Motorola, order number #*************-01, which has not been delivered to my address despite claims by the delivery service that it was. According to Motorola, the order was signed for by someone named "******," who is not a resident at my address, nor do I know anyone by that name.I have made multiple attempts to contact Motorola's customer support team to resolve this issue, requesting either a replacement shipment or a reshipment of my original order. Unfortunately, despite numerous communications, I have been given the runaround and no resolution has been provided. I am increasingly frustrated by Motorolas lack of response and action on this matter. I have asked to speak to a supervisor numerous times and nobody calls me back.I am requesting the BBBs assistance in resolving this issue promptly. My expectation is for Motorola to either reship the item to the correct address or offer a full refund if they are unable to fulfill the order as originally promised. (Refund is my last option and I REALLY want the product rather than a refund.)

  

  Business Response

  Date: 09/30/2024

  Customer order shows delivered by ***********. ****SHipper completed an investigation and concluded the order was delivered and signed byt he address customer provided. Our recommendation to customer was to file a police report as we do not replace stolen items.