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

  1601 S Mo Pac Expy Ste 100 Austin, TX 78746-7010

• 

  Motorola Mobility

  222 Merchandise Mart Plz STE 1800 Chicago, IL 60654-4203

  
• 

  Motorola Mobility

  600 N Us Highway 45 Libertyville, IL 60048-1286

  
• 

  Motorola Mobility

  1307 E Algonquin Rd. Swa2 Schaumburg, IL 60196-0001

  

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:08/19/2024

  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 ordered a cell phone on 08/15/24. As it said in the ordering page that this item will be expedited shipping within 24 hours, and I will be expecting to receive it on 08/19/24. However, it has not been shipped yet, and no email send to me to explain. I called customer service couple times, but no answer was provided.

  

  Business Response

  Date: 08/21/2024

  Shipping is estimated not guaranteed. As stated in the terms of shipping there can be delays due to stock, when the order was placed, weather events etc. The order has shipped and it out for delivery today 8/21/24. The customer should check tracking number for delivery details. We consider this matter resolved.

  Customer Answer

  Date: 08/21/2024

   
  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.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:08/18/2024

  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.

  - Item was purchased through Affirm.- Item was requested to be returned to sender.- Item was returned to sender Tuesday 7/23 at 10:44 by ***** on dock per *** tracking: 1ZGH09611201198568 - I still have not gotten a refund and had to make a payment to the loan associated with this purchase.- I have made 2 separate contacts to Motorola and both agents said it would be taken care of. Latest "promise" was by the 18th of this month. It hasn't been taken care of.

  

  Business Response

  Date: 08/20/2024

  This order has been refunded via Affirm. The delay was due to the device being returned to sender instead of set up for return. The customer will need to reach out to Affirm for further information. We consider this matter resolved.

  Customer Answer

  Date: 08/21/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2024

  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 placed an order for a smartphone and opted for ********* 18 months with Accident protection. I got charged for thee different moto care I did not authorize. The two moto cares I did not authorize is for ***** and ***** plus tax which comes to a total of ******. I have contact Motorola to ask for a refund and they keep saying it is going to take longer. They had to involve IT. My concerns are if I wait to long, then my window to get the refund will close. I just need refunded ****** that I was overcharged and did not authorize. Motorola should also change the way their system works. You should not have to go through IT to get an obvious issue resolved. Any customer service agent should be able to see the issue and refund on the spot. Even if you get sent to the refund department, they should be able to at least refund at that stage as well. You should not have to go through three departments ending with the IT department to get a refund on an obvious mistake. I am seeking the refund and for changes at Motorola.

  

  Business Response

  Date: 09/03/2024

  The refunds have been processed for 2 of the 3 plans that were purchased. This has been done via ******* We consider this matter resolved.

  Customer Answer

  Date: 09/04/2024

   
  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. I had no other choice but to file a dispute with ****** as the business never reached out to me to resolve the matter. That is the issue at hand. They need to resolve their issues, instead of keeping people in limbo waiting for a response. If I had not disputed it with ******, I would still be waiting on my refund, or never receive it at all. There needs to be a disclaimer warning consumers about their practives at Motorola Mobility. 
  
  Sincerely,
  
  ******* New

• Initial Complaint

  Date:08/15/2024

  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 order a new Razr phone that my wife was unable to open comfortably (arthritis). Motorola agreed to refund the unused phone. The phone was never activated or used. Motorola provided a return shipping service via Fed-X. The returned phone was received by Motorola on 02Aug24. It has been 2 weeks now and Motorola has yet to refund my money. I was originally told my bank was holding it up. When this was proven to be false, Motorola then stated: "Hi, ******! We're sorry if it is taking too long for your refund to reflect on your account. As per checking the recent notes from our team, there's a mix between the **** number submitted for the refund and the one we have received in our warehouse. Our Sales team is already working on it, and they will get in touch with you as soon as possible. -Rica"Now, I am unable to get any response. They now have the returned phone and my money.The uploaded PDF contains snapshots of the emails from the original order to the confirmation of receipt or the returned phone by Motorola.

  

  Business Response

  Date: 08/22/2024

  This order has been refunded, both the device and the MotoCare plan. This can take 3-5 banking days to show in the account, depending on their banking institution. We consider this matter resolved.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22147668
  
  I am rejecting this response because:

  I was told by a Moto representative on 20Aug22 (ticket# ******-005998) that I would "have the funds tomorrow" (tomorrow being 21Aug24).  On 21Aug24 NOTHING was refunded.  On 22Aug24 (today), the $134 MotoCare was refunded finally (after 20 days on a "7-10 day" quote), but still no pending transaction for the $600 phone.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/22/2024

  As the device was received with the second IMEI as the **** there was a delay in the refund being processed. That has been rectified and refund for both MotoCare and device have processed. As the refund is not instant, and there are delays that may occur due to the banking institution we would not guarantee a refund next day. Coaching and training can be done where needed.  We consider this matter resolved. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22147668
  
  I am rejecting this response because:

  The MotoCare refund was received on the day the representative quoted, but the refund still has not been received.  I have checked with my bank and there is no transaction pending.  This case is not closed and I will keep it open until the refund is received.  By the way, your representative did, in fact, state it would be received the very next day.  At the start of the call there was the standard disclaimer about the call being recorded--I suggest you review the recording.

  The sooner I get my refund, the sooner you won't have to deal with me again.  I will never buy another Motorola product.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/12/2024

  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.

  7/2/2024 I bought this from boost it a has not been working properly since I gotten it. I took back to biust tre gave me a number to call. These ppl have gave nuthin but the run around. I have a warranty and insurance. They trying to charge me for another phone. The don't even document when I call. I'm very unsatisfied

  

  Business Response

  Date: 08/12/2024

  The customer has been advised to do troubleshooting. The customer refused to follow the steps and just wanted a different phone. As the issues the customer is experiencing do not sound hardware related, we would need to exhaust troubleshooting with our technicians. The customer can call us to schedule an appointment with our Level 3 technicians or they can set up the repair. However, if a repair is set up an no issue is found, they will need to exhaust troubleshooting with our technicians. We consider this matter resolved unless the customer would like to continue with troubleshooting.

• Initial Complaint

  Date:08/09/2024

  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 received a phone as gift as part of Motorolas training course program thats offered to mobile employees. need assistance getting unlock code. It's not tied to att so they do not have code. had this issue with every motorola I receive through course have to call in to support.imei is ***************

  

  Business Response

  Date: 08/13/2024

  We spoke with the customer and advised that the device is locked to AT&T, as the training was through AT&T and Motorola. The device would have to be unlocked from the carrier as that is carrier dependent. We consider this matter resolved.

  Customer Answer

  Date: 08/14/2024

   
  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:08/08/2024

  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.

  My phone was purchased via ATNT and about. 2 months ago the screen started creasing its a foldable Motorola Razr Plus eventually one day the creasing got so bad it started to lift the factory screen protector and the screen stopped responding. I mailed it in last week and now they sent me photos of a phone with a broke screen with actual physical damage. The only videos I have that may serve as proof is on the phone with the broke screen. I didnt think to take a photo as I was sure it wouldnt be a problem. It could have maybe happened in transportation but Im worried maybe tampering and they want to charge me 500 plus for repair, when the original damage should be covered by warranty. Im concerned as I only had it a few months and still paying this phone off with Atnt feels like Im being scammed

  

  Business Response

  Date: 08/12/2024

  This device was received with physical damage to the screen. The packaging the device was received in was not damage and unlikely to have been damaged during transit. The device is photographed upon opening of the package.  The warranty does not cover physical damage and would require a fee to repair. The device will be Returned Un-Repaired if the fee is not paid. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22114494
  
  I am rejecting this response because: I am aware of the warranty and my phone did not have the chips To the screen when I sent it in. Otherwise I would have not sent it in and wasted any time. I sent it in for an unresponsive but Intact inner screen. I dont think its fair for them to send me a further damage phone. 

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

  

  Business Response

  Date: 08/14/2024

  The package was received with no damage at our warehouse. Upon opening the package the device was found to have the screen damaged, which is considered physical damage and not covered by our warranty. We would be happy to assist the customer with a replacement however, a fee will be required. If the customer does not with to continue, we consider this matter resolved.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22114494
  
  I am rejecting this response because:
  I am writing I didnt reply to response in time it went to spam but the company did send a phone back not the phone I sent out. It looks like someone hit the screen with like a s**** driver to damage the screen. This damage was not there and I now have. A phone that Im still paying over 900 for and its not functioning from no fault of my own. Im really sad that they decided to do this I did some research and other buyers had the exact same experience. If I had another ohknw that was working to take a photo I would have but again the screen was intact no physical damage but we unresponsive. I just want the final note to show this as Im being 100 percent truthful I know you cant force a company to do much but this is truly bad business practice to avoid fulfilling an active valid warranty and then sending customer a damaged phone .
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/26/2024

  The device was returned to you unrepaired as the physical damage to the device voids the standard warranty. We consider this matter resolved.

• Initial Complaint

  Date:08/07/2024

  Type:Sales and Advertising 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 have been online trying to Place an order with Motorola Mobility. They have sales going on that take trade ends against their new product. I have been trying to trade in a Galaxy flip 5 against a Motorola razor. This has been going on for 4 days, with no less than six conversations with representatives from both sales and corporate. The system will not allow any order to go through. for some reason, which they fail to resolve.. I've worked with them. I've changed email addresses., I've changed payment methods, and these people have a book of excuses because in four days, with multiple conversations, there hasn't been 1 person that has offered to actually help and resolve the issue. This is unprofessional., It's **** League, They actually have a book of excuses. I have never heard in my life before and I'm over seven decades old. These people are dysfunctional. And what I want resolved is that I trade my phone in against the Sale that they're having. Receive my new phone and promise I will never call them again. If they can't do that, then I just have to consider it to be either false advertising or their inability to technically correct their website. I've talked to way too many people at this point. This is one of my last two efforts at this point. They've charged my bank account several times and won't reverse it. I've attached samples of multiple sale conformations for the same product.

  

  Business Response

  Date: 09/09/2024

  We have made it so the customer should be able to place a successful order. We would not be price matching any previous sale. We consider this matter resolved.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22106152
  Hi
  I am rejecting this response because: It doesn't even address my initial compliant. I got a call from someone at Motorola and they left a message that I've been put on the 'white list' so that I can now go on and make a purchase. First of all, to call it a 'white list' is extremely ignorant and racist, does in that mean I was on a Blacklist before for some reason.  I can't imagine using those words anymore in today's environment. The bottom line is their response has nothing to do with my initial complaint therefore, I don't except their response 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/01/2024

  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 ordered an unlocked Moto G 5G (2024) along with a 2 yr. Protection plan, protective case and screen protector from motorola.com on June 18 with a promise of delivery by 6/24/2024. The protective case and screen protector were promptly delivered. However, *** "lost" the phone in transit. Of course, I called *** and was told that Motorola would have to initiate an insurance claim. I have called Motorola multiple times about this issue, each time I was told that an investigation was started. The second time I called, I was told that they were starting an investigation, and I would get a phone call or email within 48 hours. Nine days later, still nothing. So I called again and I'm told that an investigation takes 10 days. I was then promised an answer by the following Monday. As of Thursday August 1st, I still haven't even gotten an email, phone call, text or anything. At this point they're avoiding me and I want my money back. Now I have a phone case and screen protector that I can't even use so I want reimbursed for that too. I have attached supporting evidence, which I'm also taking to my bank.I've been a Motorola man for many years, but I'm changing brands this is ridiculous. Motorola customer service is a joke.

  

  Business Response

  Date: 08/06/2024

  We have spoken to the customer today and advised the *** Lost package investigation has been completed and we have escalated the case to our refund department to process refund for order 1440832264151-01 totaling $238.68. Motorola has advised the customer that the refund will be processed and will reflect in 3-5 Business Days. Motorola has also advised the customer that we can not provide any additional compensation. Motorola's Terms of Sale state: *************** are considered from the time payment is approved and processing completed. Make sure you monitor your shipping address: your delivery can arrive after business hours and happen until 9 PM CDT. The delivery time will be considered for purchases with payment approved until 12 pm (Central time). Available for all forms of payment, however, the delivery time starts to count from the approval of the purchase by the financial institution. Purchases approved between 12:01 pm on Friday and 12:00 pm on Monday will be delivered on Tuesday. Delivery takes place only from Monday to Friday. You will receive a shipping confirmation email with tracking number when available. ******, ****** and remote locations, please allow additional time for delivery, you will be given estimated delivery date in cart at checkout. Weather and other conditions might cause delays for these locations. Motorola.com is happy to offer next day shipping on orders $99+ as a benefit to our loyal customers. However, there may be circumstances beyond our control that could affect shipping times, such as inventory blockages, weather delays, Covid-19 and other force majeure events. We will always work to ensure the package is processed as quickly as possible with the goal of delivering to you the next day, but we do not warrant or guarantee this outcome. It is not possible to change the delivery type after completing the purchase. Delivery not available for P.O. Boxes, must have a physical address. Not available for scheduled delivery." We consider this matter resolved.

• Initial Complaint

  Date:07/26/2024

  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.

  The phone started shutting off randomly and then stopped recognizing the *** card. I have spent over 5 hours on the phone with customer service for them to tell me that I have to mail in my phone for them to review if it's a warranty issue even though this phone was purchased less than 4 months ago and had not been damaged. I need this phone for work and to receive calls from my son. I've been hung up on twice by customer service in the ***********. ***** "the supervisor" hung up on me and then was quite rude when I called back.

  

  Business Response

  Date: 08/05/2024

  We have been unsuccessful in our attempts to reach the customer by both phone and email. The customer can do free troubleshooting to ensure there is a hardware issue or she can set up a repair. At this time a replacement is not available due to stock. The customer needs to contact us to move forward with one of the provided warranty options.