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

  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:06/13/2024

  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 has a line down the center of the screen. I called the company, the only way they will repair it is if I pay $50 even though my phone is still under warranty. There is no damage to my phone that would have caused this malfunction in the screen. After this occurred I looked up other reviews and read that this is a known problem that Motorola has yet to fix. I've been using Motorola products for years and this is the first time I've had any major issues. I'm not paying for something that wasn't caused by me. What's the point of a warranty if you still have to pay.

  

  Business Response

  Date: 06/14/2024

  Customer contacted ********************** on 6/13/24 for an issue with his device. Device had white lines on display. Customer had 2 warranty options explained. First option have no fee. Customer sends original device in for repair. Second option, has a security hold for Motorola to send the customer a device first. The security hold is reversed when Motorola receives original device. Customer declined both options. 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21843974
  
  I am rejecting this response because:
  The two options are not acceptable. First option to just send in my phone for repairs, leaving me with no phone.... No way to keep in contact with my children, family, work.... unacceptable. Second option "pay" for a phone while mine is being repaired and then getting the money back when all is said and done. As I stated in my original complaint, I did nothing to cause the damage. I am a single mother with two children on a tight budget. I cannot afford to pay $50, even if it will be reimbursed .
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/11/2024

  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 want my money refunded from Motorola for this junk POS device! I was very nice in asking for a refund or exchange when I left my first bbb complaint 4 months and I was completely ignored by Motorola! I purchased my Motorola ************* 4g 2022, brand new a sealed box from Best Buy in January of 2024. I have my receipt and the box the phone came in when I purchased it. I would be more than happy to send my phone to Motorola after I get my FULL REFUND OF $210 like it says

  

  Business Response

  Date: 06/13/2024

  For a device purchased elsewhere, the customer would need to go to the Point of Sale for refund. Motorola would only provide warranty options for repair/replacement. We consider this matter resolved.

• Initial Complaint

  Date:06/11/2024

  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 had opened a warranty claim with Motorola to repair or replace my Moto Razr plus 2023, still under warranty, for a manufacturing defect with the screen. After receipt of the phone, they contacted me and stated that due to physical damage to the screen, the warranty was void. I explained that the two "examples" of damage they circled had no effect on the screen for what I was sending in the phone for repair for. The reason for my warranty claim was for delamination and black spot on the screen where the phone folds, as the phone isn't a year old yet, and shouldn't have this issue where the phone folds as that is what it is designed to do. To me it sounded as if they were using any excuse not to honor their warranty, especially after I read other's experience with Motorola warranty. So after receiving an email with their denial of repair, I called and finally just said to return my original device as I wasn't going to pay their rediculous price for a replacement. Two days after my initial phone conversation, I received an email stating I would be receiving a repaired or replacement device. So I had the email, the status on the website, even papers in the package I received containing my original unrepaired device, stating I was to receive a repaired or replacement device. You can imagine my disappointment when I opened the box to my original damaged device after receiving all these communications to the contrary. I called them back stating as such and showing them all the communications I received to no avail. I would just like them to follow through which what was stated in those communications, nothing more, nothing less. I have sent all my pics I took of what they were trying to use to deny the claim and what was the actual reason for the initial warranty claim. The original communication denied the claim, then I received all these communications to the contrary after that communication. Thanks, *****************************.

  

  Business Response

  Date: 06/12/2024

  We have spoken with the customer and provided a one-time courtesy option for repair. The customer should continue with his repair as advised and reach out with any questions. We consider this matter resolved.

  Customer Answer

  Date: 06/14/2024

   
  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:06/07/2024

  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 bought a 2023 Motorola razr On Feb 17 2024 A white line is going from top to bottom. Their is a black film covering the bottom half. I called Motorola warranty. Told them about it. And that I took off screen protector cause I thought water got in between the screen and protector. They told me I voided the warranty by doing that. Well no where does it say in paperwork that I got with phone that it voides the warranty. Not even 1 person said anything to me when I bought the phone. Please help. I just wanted them to fix. Its only 3 months old. Honestly if I knew it would have void my warranty. I would have not done it. I really don't think any person would if they knew about it.

  

  Business Response

  Date: 06/10/2024

  As the device does send out multiple continuous alerts advising not to remove the screen protector for these reasons. Therefore, it is not covered. The warranty is void. We consider this matter resolved.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21816502
  
  I am rejecting this response because:
  Does not state warranty is void if u remove it!!!!!

  Just says don't remove it. 

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

• Initial Complaint

  Date:06/05/2024

  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.

  Order #*************-01 June 02, 2024 I ordered a cellphone from Motorola and needed it the next day. They sent it via *** which then decided to send it to the wrong city before "returning to sender". 1ZGH09611201103061 .When contacted Motorola refused to either send out a new phone to get to me, or issue a refund despite the fact that their carrier never attempted to deliver the phone to me. I have to order a new phone from somewhere else now and want a full refund of all interest and 2 hours of my billable time (@$350/ hr) for dealing with this nonsense.

  

  Business Response

  Date: 06/10/2024

  We have refunded the customer for the order. As delivery is estimated and not guaranteed, we would not be providing any compensation for the delivery delay. We recommend reading all terms of shipping when placing an order. ********************************************************* . We consider this matter resolved.
  

  Customer Answer

  Date: 06/16/2024

   
  Complaint: 21807665
  
  I am rejecting this response because:

  Motorola was well aware that the phone had not been delivered to me and should have immediately sent a new one or refunded my payment without all this extra process. Motorola's stated intent to hold my payment indefinitely was an unacceptable and fraudulent attempt to increase the price of the phone by milking the payment for unearned interest. Calling Motorola support was an exercise in frustration and futility. Reading the other complaints discussing weeks long ordeals, I feel fortunate that I immediately engaged the Better Business Bureau and my credit card complaint process. Otherwise, I too would still be waiting in vain for Motorola to correct their misconduct. (My complaint isn't that *** screwed up, but that Motorola increased the damage caused by smugly failing to correct the situation).

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

• Initial Complaint

  Date:06/04/2024

  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.

  company cancelled part of my order without an explanation. I ordered a phone and a phone case, I neve received the phone. When I attempted to contact them for returning the case, their website goes in circles and never gives you the proper information to return for an online purchase for phone case on the phone, i have been transfer to different people and no one gives me the answer on how to but instead they hang up on me

  

  Business Response

  Date: 06/10/2024

  We are unable to reach the customer. The order was cancelled as the ** address was not in the **. For orders on our US site, the ** address must be in the **. The charger is shipped via our partner Salom. For refunds they would need to reach out via **************************************************
  or email *************************************** We consider this matter resolved.

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:

  They have assisted me resolve my issue but their website and their procedures are still misleading and I feel that it is still a wrongful practice on their end to make it difficult to return a product. They have also not provided a real reason to the cancelation of my order for a phone, even thought they claim is because I ordered it from an IP outside the **, they didn't advertise any warnings to this on their website as i completed my purchases or before to let me know that it would not be possible to complete that purchase. 
  
  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:06/02/2024

  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 purchased a Moto Razr+ in July 2023. I paid ********. Knowing it was a foldable screen phone and costing $1k I decided to pay the $200 for ********** The device worked smoothly for almost a year. On May 2024 I noticed the screen protector had developed small scratches on the hinge area. I contacted support who directed me to a free screen protector replacement at a local Ubreakifix. On the day I was scheduled to get the screen protector replaced, It developed ghost touch issues. After a examining the phone closely I noticed a small black blotch on the right side of the screen on the hinge. After about an hour a white/green column of pixels going from the top of the device to the blotch developed. Then after about 2-3 hours I opened the screen and the whole hinge had developed a black blob going from edge to edge and a perfectly straight crack developed right on the hinge. I never dropped the phone and always took great care of it. I contacted support for a replacement/repair and was told I have to pay $99 since screen damage 'voids the warranty'. So now I am expected to pay an additional $99 to repair a damage that developed all on its own. I would like to get a repair/replacement and the $99 fee waived since this issue is clearly faulty hardware. I attached photos. The red arrow points at the line of dead pixels, and the blue arrows point at the perfectly straight and centered crack that developed UNDER the screen protector.

  

  Business Response

  Date: 06/05/2024

  We have spoken with the customer and set up a replacement under the warranty. Customer should continue with all steps of replacement process. We consider this matter resolved.

• Initial Complaint

  Date:06/01/2024

  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 Motor 5G 2023 September 6th to 2023. In the amount of $269 plus I also purchased the $70 "BEST"insurance policy that they offered which coverage anything and everything except for theft and if I were to lose it. Keep in mind that this is a Motorola phone. I purchased this directly from their website. Directly from Motorola themselves. I got hung up on four times but I absolutely rude as h*** people, I'm explaining that the battery is absolutely messed up getting very hot, it's not holding a charge, and whole purpose of me purchasing $70 two year insurance plan is for not only incidentals but manufacturers defects. The man kept telling me I have to talk to the manufacturer. I had to keep repeating myself that I am talking to you on a Motorola phone and I'm calling a Motorola the manufacturer! And it seems when they don't have an answer for you or you proved them either incompetent or completely wrong to the point where they hang up. I want my $70 back and the $269 I spent on this phone and purchased it directly from the manufacturer thinking that they can get out of a contract that I have right in front of me claiming the best policy purchased and if the battery blows up from lithium ion cells on my face, it's not covered under the warranty? Lol. I can laugh at the absolute absurdity of people and everything becoming like this. Nobody is responsible for a **** thing anymore. This is a huge company that has scumbag seeds that are happy to collect your money but my phone's not covered because it's a manufacturer's defect? So, I'm being put out because I didn't break the phone, it has its own super dangerous malfunction issues? Just for wasting my time and ******* me off as well as lying and stealing from me, they can cough up $500 and I'll walk away. Otherwise it's going to be lawyers and having them read a simple contract and any idiot can tell they're in breach. I'm tired of going back companies that nothing is their responsibility throw it right back...

  

  Business Response

  Date: 06/04/2024

  The customer has spoken with our ************************ and been advised of options for repair/replacement. Customer was unable to set up at that time. Customer should contact us to set up the replacement as discussed.

• Initial Complaint

  Date:05/30/2024

  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.

  A month ago I bought a smart phone from new Motorola for $200.00. after trying to have it set up by ******* 3 times they told me to call Motorola because it wasn't working.so I called them and they told me I could only send it in to be fixed but I want a new one or a refund mainly because I'm older and I have no one and I have no computer or printer.and they said that the only way is for them to send me an address label via email. But I don't have an printer. Then when I got mad they hung up on me twice. I have no one to help me print it out. I'm all alone and now I have no phone to talk to doctors or services. PLEASE HELP ME. I'm on social security and I can't afford to buy another phone. I don't know what to do I feel helpless. PLEASE PLEASE HELP ME THANK YOU.

  

  Business Response

  Date: 06/03/2024

  Our warranty states that we will repair, replace or refund at our discretion. At this time the only option for the device is repair. The customer has been advised of this option multiple times and has refused. The customer was being argumentative and abusive to the agents, therefore he was disconnected. The customer can continue setting up a repair and a prepaid label can be mailed to their address if needed. We consider this matter resolved until the customer can contact us professionally to set up a repair.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21782161
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/29/2024

  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 bought a Motorola razor plus through **** in December 2023. On 5/27/24, my phone suddenly restarted, and when it restarted it had a half inch wide vertical strip of white and green light on the right hand side. I contacted Motorola regarding a warranty claim on 5/29/24 after getting all the relevant sale info from **** on 5/28/24. I was advised by motorola that they would not ship me out a new phone as they didn't have stock, but i could mail them my phone, they'd try to repair it, and then send it back or send me a new or like one in 5-10 days. I advised the representative i was speaking with that that was not an option as i have some serious neurological issues that result in some cognitive deficits, including short term memory issues, issues with word recollection and math. As such i use my phone for detailed note taking for my day to day life, plus to look up words or do math as needed in my day to day life. In other words my phone is used as a medical accessibility aid for daily living. The representative i spoke with said there was nothing more to be done so i asked to speak to a supervisor. She transferred me ti an individual in their "control tower"which she referred to as upper management. That individual, who i neglected to get the name of, was incredibly polite and apologetic but said there was nothing else they could do except have me call back every few days and ask if they had stock to send me. She said it could take a few weeks. She stated there was no way for them to do the work and contact me once stock received. I hung up and called again to try and get someone else. Again got control tower *** someone named *****. I pointed out this possibly violates **** and she statex "it doesn't matter what you use your phone for, we follow our policy". ***** was rude and clearly did care. If this is not resolved in a timely manner i will be filling a report for a violation of ***

  

  Business Response

  Date: 06/03/2024

  As the customer has been advised, the only warranty option is for repair. As stated in the warranty; "If you make a valid claim under this Limited Warranty, Motorola or its ********** Service 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." At this time, the only available option is for repair. The customer can proceed with a repair or go to his carrier for options. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21776860
  
  I am rejecting this response because: again, my phone is a medical assistance device and by federal law there has to be other options than giving up such a device for an extended period of time for repair. Unless you are admitting your company deprives deaf people who use talk to voice on their phone as a method of communication when their phone has issues. Are you admitting you regularly violate ADA **** In addition, your own management informed me repair was the only option simply because you didn't have exact extra stock in place. If you did then you could just swap it, and encouraged me to call back every 72 hours to check your stock. I'm not unreasonable, i am more than happy to wait until stock comes in, even if that's a month plus, all i ask is that you company check your own stock to hello resolve this, instead of having the customer call in every 72 hours for weeks and waiting on hold for 30 minutes.

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

  

  Business Response

  Date: 06/05/2024

  As stated in the terms and conditions, "The Motorola Experiences do not guarantee your safety. We make no claim that the Motorola Experiences will work effectively in case of an emergency. The Motorola Experiences are not a replacement for any current emergency, automated emergency or other emergency system, hardware or software." As the warranty options available were provided, that is what we can offer. As the stock was not available for a replacement a repair is the option available. 

  ********************************************************************************;