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:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a Moto Razr 2023 thru Boost Jan '24. Hinge defect, screen blank 8 months later. Phone sent to Motorola for warranty repair Oct. '24. Motorola claims they never received phone just an empty box. Nov. '24 email received Motorola is sending replacement. Jan '25 same issue with hinge and screen. Replacement phone warranty had expired in Sept '24 a month before Motorola sent replacement. Contacted customer service several times call or chat. I keep getting disconnected. I now have a 2nd Razr that is totally unusable that should have some kind of warranty but doesn't and I still owe Boost $200 it. There are multitudes of complaints about that model phone and the screen lifting due to an obvious design or manufacturing defect. I believe Motorola is aware of this because they make a point of "better hinges" in advertising the 2024 and 2025 models. I want a phone I can use as something more than a $500 paperweight.

  

  Business Response

  Date: 06/17/2025

  The customer has only reached out to Motorola via the chat, and did not complete any communication. If the customer needs assistance, they will need to reach out to our warranty department for repair/replacement options available for his device. We consider this matter resolved until the customer contacts us for assistance.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Motorola razor plus 3 months ago, the touchscreen wouldn't work properly so I called for customer service, I was told to restart phone when I did the phone became extremely hot to the touch but finally restarted, when it started up the screen was so hot it cracked from the inside of the fold area not the outside the actual inside of phone, I call for help and they state to bad it's a physical issue and they want me to pay 550 to have phone repairesd it's less than 5 months old and has never been out of my home as I am disappointed, the phone was also sold to me without the factory made screen protector

  

  Business Response

  Date: 06/10/2025

  The customer was offered some waiving of fees for a replacement. The customer stated they would call back. We consider this matter resolved until the customer contacts us back.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to get my device bootloader unlock code. The website states it's not eligible, but OEM Unlocking is enabled in settings and it's fully paid off.

  

  Business Response

  Date: 06/09/2025

  We would be unable to provide any information on Bootloader as that would void the warranty. The customer will need to check online for further information.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ****** founder (****** ****) help make the razer phone and they only did that to remind this girl from ********* that one of her friends smashed her phone when they were teenagers. The ads say make it iconic because the ****** founder helped market Valkyrae channel. He is trying to hide there relationship, so he is saying that make her iconic. So we don't like motorola phones anymore because he compares women and thats all he does. In fact he calls women fat, then gets his wife to take weight loss medication He wants to be in an open relationship and told his business partner ****** ***** of twitch to tell geersart to tell these girls who watch his stream that they made this fence in the city which has 389 steps and it sounds like she wants to be in an open relationship. Just because a girls not aggressively attacking another girl doesn't mean that she wants to be in an open relationship. We believe that he has it out for **** ****. He doesn't deserve girls who are biracial, that's all I am going to say. Thats what these group of girls are. I heard that people are racist to him and i don't believe that for a second You have to sit there and wonder why people are making up rumors someone is pregnant when they are not.

  

  Business Response

  Date: 06/09/2025

  The customer seems to have a complaint for ******. We would not be able to do anything about the employees of another company. The customer needs to speak with ****** about any unhappiness. We consider this matter resolved.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Discrepancy: Motorola Moto G 5G - 2024 Compatibility Listing vs. Visible's Sales Dear Motorola Support Team,I am writing to bring to your attention a significant discrepancy regarding the carrier compatibility of the Motorola Moto G 5G - 2024.According to your official support document, "Carrier compatibility _ moto g 5G - 2024_ Motorola Support US.pdf," which I have attached for your reference, Visible is explicitly listed as "Not supported" for the Moto G 5G - 2024 model.However, despite this clear statement from Motorola, I recently purchased this very device, the ********************** Moto G 5G - 2024, directly from Visible's official website (***********). This situation presents a concerning conflict: Motorola states the device is not supported by Visible, yet Visible is actively selling it.Could you please provide clarification on this matter? * Why is Visible listed as "Not supported" in your official compatibility documentation, while they are simultaneously selling the Moto G 5G - 2024? * Is there a known issue or technical reason for this incompatibility? * Are there any upcoming updates or plans to officially support the Moto G 5G - 2024 on the Visible network that would align with Visible's current sales?This situation is confusing for consumers, and I would appreciate your prompt attention to this issue. Please provide any insights or guidance you can offer regarding this discrepancy.Thank you for your time.Sincerely,****** ******** Your companies web address I found the incompatibility mention:************************************************************************************************************************

  

  Business Response

  Date: 06/05/2025

  If a device is purchased on Motorola.com it is usually an unlocked model. If it is showing as incompatible with a specific carrier, that unlocked device would not be compatible. If a device is purchased directly from a carrier it is a branded device. This means it is locked to the specific carrier and would be compatible with their network and all unlocking terms would be dependent on the carrier. We consider this matter resolved.

  Customer Answer

  Date: 06/06/2025

   
  
  Complaint: 23416552
  
  
  
  I am rejecting this response because:

   

  Well Visible is selling a Moto Model G 5g XT2417D on their website and once I received the phone it has a TracFone software channel and the 5g was slow as can be. 

  I would just like a little clarification on this matter. 
  
  
  
  Sincerely,
  
  
  
  Dustin Thompson

  

  Business Response

  Date: 06/18/2025

  Visible partners with Tracfone devices. The customer would need to speak with Visible if the service is not as expected. Tracfone devices are customized for specific features. We consider this matter resolved.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-ordered a Motorola RAZR Ultra (1 TB) on May 7, 2025 at **************************, which was the first day of pre-orders. At that time, the website indicated that the phone would be shipped on 5/19/25. The money was immediately deducted from my ****** account. On 5/19/25, I received an email stating that there was a delay and the phone would be shipped on 5/28/25. On 5/30/25, I received an email stating that "Due to unprecedented demand, we are currently experiencing unexpected delays in shipping your new motorola razr ultra (1TB model). We are actively working to resolve the delay and will ship your phone as soon as possible." The e-mail offering a smart tag and coupon for a future purchase does nothing to remedy the situation. Given that they've had my money for nearly a month and have no idea when they're shipping the phone, I believe a partial refund is warranted. Please let me know what we can do.

  

  Business Response

  Date: 06/05/2025

  Both the customer order and the free Moto Tag are shipped with ***. The tracking numbers were sent to the customer's email. The customer should continue to watch for updates on delivery. We would not be providing further reimbursement as the delivery date is estimated and not guaranteed. The customer has been provided a free Moto Tag and a discount code for 20% off. We consider this matter resolved.

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought phone on 11/19/24 from T-Mobile. The part of the screen where the phone closes/bends started to "unstick" from the phone. It slowly grew to come "unglued" from side to side. Now that it is open, dust and other particles gets into the phone and it cannot be cleaned. This was not done something that I caused by using the phone normally.

  

  Business Response

  Date: 06/03/2025

  We are not showing the customer has contacted us about this issue. The customer will need to reach out to ********************** for warranty repair assistance. We consider this matter resolved until the customer attempts to reach our warranty support.

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23404423
  
  I am rejecting this response because:

  There is not an option to choose damage caused by manufacturing for the screen that unglued from the middle of the phone.  This was not damage caused by myself - it is a manufacturing defect and there is no option to choose to send this to for warranty repair.  This is why I filed this complaint in the first place.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 06/10/2025

  The customer will need to contact us via phone as the options online are specific. We consider this matter resolved until the customer reaches out to us via telephone customer service.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my phone in to get repaired because the screen has defective screen. The screen had a white line going down the screen. They told me it was going to cost me $300 to repair it. I told them just send it back to me. When they return my phone back the touch screen doesn't and their is half inch black line going down screen were the phone folds at. Never will ever buy Motorola phone again. They don't stand behind their defective phones.

  

  Business Response

  Date: 06/02/2025

  We are unable to locate any customer contact with ********************** using the name, number and email provided. For us to look further into this information, we would need a valid reference number.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23393165
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  Reference number 250517003959

  

  Business Response

  Date: 06/04/2025

  We are unable to locate any customer contact with ********************** using the name, number and email provided. For us to look further into this information, we would need a valid reference number.
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23393165
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  Reference number ************

  Phone number **********

• Initial Complaint

  Date:05/27/2025

  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.

  On May 5th 2025. My razr2023 (Motorola flip phone) developed dark line across horizontally middle of the phone. Then it would not allow touching on the screen or randomly clicking on the applications all on its own.I have purchased an extended warranty with motorola so I contacted them. Representative created a case #******-001009.Representative mentioned that even though this phone has been confirmed that it had come from them, IT department has to fix in their ends to be able to assist me. Once this gets done they would contact me for further ************* one called and I kept calling everyday and same ********* 2 weeks in and I demanded to speak with the manager and have a manager call me and still no one would call **** kept calling and asking for a manager finally, ****** from service team called on May 16 *******************************************************************************************************************************Following monday which was May 19th 2025 someone called me again and asked that same color of replacement phones are out at this time but they had other colors of phones available. I told them that I would take any color and they said that they would send out the replacement phone and as soon as they get a tracking number they would contact ******* forward to May 23rd 2025, I have received an email basically saying that they were working on it and as soon as they get a tracking number and they would contact me in writing.Simple replacement phone has taken more than ************************************************************************************** the replacement phone as they had been promising to send. I am not sure what else I could try.

  

  Business Response

  Date: 05/28/2025

  The customer has received a replacement device and verified that with our agents. The customer needs to continue with the return process for their defective device. 

  Customer Answer

  Date: 05/29/2025

   
  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,
  
  Ki ****

• Initial Complaint

  Date:05/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue with my motorola rzr phone that was still under warranty so I contacted motorola repair department to have it repaired. They sent me an email with instructions on what to do and all the info needed to do the repair on April 8, 2025, followed by an email with the shipping label QR code to be printed out and attached to package. I took it to **** on April 12, 2025 for ***** to pick up and delivered to motorola before the deadline. I called motorola NUMEROUS times to track the repair but they claimed they never received it. At one point the lady I spoke with told me that it was delivered and provided me with a ***** tracking number then put me on hold for quite some time then she turned around and said it was a mistake and that it was not picked up or delivered and that the tracking number wasn't the right number. I called numerous times after that very frustrated about the issue and was told they weren't able to do anything about it. So according to them my phone was "lost" in the mail and they weren't going to do anything about the situation. I spent around $300 on my motorola rzr phone that didnt even last 6 months

  

  Business Response

  Date: 05/27/2025

  The customer did not use the provided prepaid label to ship the device. The customer shipped the device through **** and we cannot guarantee shipping with other carriers. The customer would need to provide a valid tracking number or reach out to the shipping carrier they used as no device has been received by Motorola. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23375048
  
  I am rejecting this response because:
  I did in fact use the correct shipping label which is the only label sent for me to print out. The package was dropped off at a **** location where they informed me that ***** picked up from that location daily
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/29/2025

  As the tracking number for the label we provided shows no movement or pick up of the package, the customer will need to check with the facility it was left at. We consider this matter resolved until the device is received.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23375048
  
  I am rejecting this response because:
  I did contact the facility where it was left and they informed me that ***** picked up the package as ***** picks up every day
  

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