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: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.

   
  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,
  
  **********************

  

  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.

• 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.

   
  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,
  
  *************************

  

  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.
  

• 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.

   
  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,
  
  ***********************

  

  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.

• 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.

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

  

  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.

• 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.

   
  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,
  
  ***************************

  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. 

  

  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. 

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

• Initial Complaint

  Date:05/28/2024

  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.

   
  Complaint: 21769450
  
  I am rejecting this response because: The only listings on amazon canada require importing from the ***, on the product page it says there will be duties/fees costs on each listing and some do not ship to my part of ******. Your customers should not have to go through this much hassle just to get one of your chargers that you have decided not only to not include in the box with the phone but have made onerous and costly to get.
  
  I have begun the process of refunding/returning my phone as my every dealing with this company has been negative and I have no confidence in the product nor the support now.
  
  Sincerely,
  
  ********************* my country or directly from you and not be told to go through 3rd party dubious methods.I was also told despite it being only an hour after purchase they were unable to cancel my order.Everything about this transaction/company seems very odd and I need a solution to this, either refund my order, or provide me with an easy "in-country" way of purchasing the needed component.

  

  Business Response

  Date: 06/03/2024

  At this time, Motorola.ca does not have accessories available. We have tried reaching out to the customer to advise he can purchase some chargers on Amazon.ca, but have been unable to get through. The customer can go onto Amazon.ca to purchase a charger. If the customer needs further information, he should reach out to the Canadian support team that has been reaching out.

• Initial Complaint

  Date:05/19/2024

  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.

  Purchased new Motorola razor November 2nd it's been less than 6 months the screen protector is coming off the manufacturer applied screen and protector is failing and removing itself from the screen I do have a protection plan through my phone company I've registered the phone also through Motorola yet they still want me to pay to get it fixed I don't want to replacement phone of the same piece of c*** I would like my money back or I would like a different phone on the same value but not the same phone it's going to do the same thing this is a manufacturer defect and they need to fix it

  

  Business Response

  Date: 05/23/2024

  We have been unable to reach the customer by phone or email after multiple attempts. We would be happy to look into options available and see if there is anything we can help with. The customer will need to call us at the number provide in the email that was sent to them.

• Initial Complaint

  Date:05/14/2024

  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 ordered a phone from the website and was charged for it on 4/17/24. I returned the phone and was sent a notice that it was received on 4/26. I waited the 7-10 business days for a refund and did not receive it. I have contacted Motorola returns department 3 times now and am being told that the warehouse is not responding about my refund. I have also been told there was an error in processing it and it is on the way. It has now been 3+ weeks and I still don't have my money back for a product I no longer have but yet was received long ago by the company. I want my money back asap and I am no longer spending hours of my time chasing and hunting after the matter further.

  

  Business Response

  Date: 05/16/2024

  A full refund has been processed for the customer. The customer should reach out to their bank for further information. We consider this matter resolved.