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: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,
  
  ********* ******

• Initial Complaint

  Date:05/24/2025

  Type:Customer Service 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 2024 **** and I am unable to get help with the warranty. My external display no longer works and Motorola tells me there is nothing they can do for me. The phone is still within warranty and shows as such on their own website.

  

  Business Response

  Date: 05/27/2025

  The customer has a TracFone device with Visible as their carrier. ******** device warranties are handled by ********. The customer needs to go to ******** for warranty options. We consider this matter resolved.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23374594
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/21/2025

  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 preordered the device on May 7 for release on May 15. The initial email stated that delivery would occur over a week after the domestic release. Already a bad start and deceptive (lying) marketing. Then I got another email a few days ago saying that it's delayed until May 28, 2 weeks after domestic availability and over a month after international availability.There has been no communication as to why these delays are occurring. The order itself often becomes untrackable using their order status page, causing concern that the order was removed from their queue. This is insanely unprofessional and frustrating as I could have waited and purchased a device AFTER release and would have been able to receive it. Im currently out $1,300 on a device that I've received 0 information about, just that it keeps getting delayed. This is a massive failure on Motorola's part, near-false advertising tricking consumers into shelling out $1,300 for a device that may never arrive.

  

  Business Response

  Date: 05/22/2025

  Delays on preorders can be due to stock availability and the amount of preorders received prior to customer's order. The order is shipping and an email has been sent to the customer with a tracking number. The customer should monitor the tracking number for updates on delivery time frame. We consider this matter resolved.

  Customer Answer

  Date: 05/23/2025

   
  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,
  
  **** ********

• Initial Complaint

  Date:05/18/2025

  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 am submitting this complaint regarding a Motorola Razr 2024 device I purchased, which began experiencing hardware issuesspecifically, the factory-installed screen protector began liftingafter only two months of normal usage. This defect is not due to misuse or damage, but rather a clear manufacturing flaw that has been widely reported by other consumers online.Despite reaching out to Motorola support, I was repeatedly referred back to the original point of sale (Cricket Wireless), even though the device is under **********************'s own manufacturer warranty. Motorola has refused to take responsibility, stating that because the phone was sold through an exclusive retail partnership, they cannot issue a refund or replacement.This position is unacceptable. The phone is manufactured by Motorola ********* not Cricket Wireless, and it is Motorola that must stand behind its product's quality. Pointing fingers at the retailer while washing their hands of the issue shows a troubling lack of consumer accountability.I have been offered a one-time screen replacement, but that is insufficient. This defect is likely to recur, and replacing it once does not resolve the underlying design or quality issue. I should not have to go through the same process again and again for a premium-priced device that fails so quickly.I am requesting:A full refund of the retail price I paid for the Motorola Razr 2024, OR A replacement device of equal or comparable value and quality (not the same model)Furthermore, I am aware that Motorola has previously been the subject of class action lawsuits, including one regarding failures to repair or replace defective Moto Z devices. This current issue, if not addressed promptly and properly, may result in similar legal action if more consumers continue to report this widespread screen defect.ity to the retailer.I expect Motorola to stand behind its products and provide a proper resolution, rather than deflecting responsibil

  

  Business Response

  Date: 05/19/2025

  The customer has only a recent contact with **********************. The customer was advised of the manufacturer's warranty options and refused. Motorola has no known issues for this device. We would not be in the position to provide a different model device nor a refund. The customer was advised for a refund, they would need to go to their point of sale. The customer can go with the warranty options for repair or replacement however, it is like for like and a different model would not be provided. We consider this matter resolved until the customer would like to move forward with the warranty options.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23346477
  Response to Business's Reply Motorola Razr 2024 Screen Protector Defect
  
  I respectfully reject Motorola's response for the following reasons:
  
  1. Mischaracterization of Contact History: It is incorrect to state that my contact with Motorola was "only recent." I initially contacted Motorola multiple times starting in mid-May 2025 and clearly articulated that the factory-installed screen protector began peeling after only two months of normal use. My communications included a detailed complaint, follow-up messages, and a request for resolutionnone of which have been adequately addressed.
  
  
  2. Known Issues Are Documented Publicly: Motorola claims there are no known issues with this device. However, a simple review of public consumer forumsincluding Redditshows dozens of users reporting identical issues with the Razr 2024s screen protector. These include reports of peeling, bubbling, and detachment within weeks or months of purchase. If Motorola does not track these complaints or declines to acknowledge them, that does not mean the issue is non-existent.
  
  
  3. Warranty Limitations Do Not Address the Root Problem: Motorola's offer of a like-for-like repair does not resolve the core issue: the premature failure of a factory-installed component. Replacing it with the same model, which is likely to fail again, is not a solutionit is a temporary fix that ignores the products apparent design or manufacturing defect. A repair is unacceptable given the pattern of repeated failures reported by other consumers.
  
  
  4. Deflection to Point of Sale is Not Reasonable: Motorola asserts that I must seek a refund from the original seller. However, the product failure is clearly a manufacturer issue, not a reseller issue. The failure involves a Motorola-installed component, and the company should stand behind its product. This is especially true for a premium-priced device.
  
  
  5. Resolution is Prematurely Declared: Motorolas assertion that this matter is resolved unless I accept their limited warranty terms is both dismissive and unresponsive to the valid concerns raised. As a consumer, I am entitled to a product that performs as promised, and to remedies that are reasonable under the circumstancesnot an inflexible warranty process that ignores widespread evidence of defects.
  
  Requested Resolution:
  
  A refund of the full retail price, or
  
  A replacement with a different model of comparable value and quality that does not share this known defect.
  
  
  I remain open to a resolution, but Motorolas current response fails to acknowledge the core issue, provide transparency, or offer a fair solution. I ask the BBB to keep this case open until a satisfactory resolution is reached.
  
  Sincerely,
  ***** *****
  **************
  IMEI: ***************
  
  

• Initial Complaint

  Date:05/16/2025

  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.

  Numerous spam emails I did not sign up for at least daily. I subscribed several times, yet they still send emails.This is illegal under the CAN SPAM act, which is the entire reason an unsubscribe link exists.Request is no further contact by the business for promotional reasons. I.e an email from a human regarding this complaint is perfectly fine and expected.

  

  Business Response

  Date: 06/02/2025

  We have taken all possible steps to remove the customer from the emails/privacy. We consider this matter resolved.

• Initial Complaint

  Date:05/10/2025

  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.

  Got a upgrade through **** on mobile phone went with a Motorola, received it said I don't like it. The man assured me just to try it. After trying and multiple tech help through **** still cutting out and not working right. Wanted to return but..... Have to go through Motorola because it's there product. Called Motorola they said I had to turn it in and wouldn't be able to send me a phone ask **** well it's not there problem. Have a lot of court cases going on I can't even make a phone call because it is always cutting out and people don't hear me constantly have to repeat everything and try so hard not to make important phone calls. I have called Motorola no help I have sent messages no help. They want to just sell another phone I don't want there product I don't like it. 8 yr old grandson has the razor but it's good enough for a kid. I have sat quietly long enough for them to just think I'm not going to complain very rude. All I wanted was a phone that I can use. I don't even want a replacement by them I'm scared to go through this again.

  

  Business Response

  Date: 05/12/2025

  The customer contacted us in February and was advised of both warranty repair/replacement options. The customer declined both options. We can only provide the warranty repair/replacement options and troubleshooting. We consider this matter resolved until the customer is ready to move forward with one of the warranty options available.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23312968
  
  I am rejecting this response because: I have too many appointments and important happenings that I cannot go without a phone while they fix mine they said ask at&t for phone but it's not at&t problem. All I want is to return it and upgrade it was a bad refurbished phone, I feel like they should take responsibility I'm a 60 year old woman I treat and take care of my phone very good. It was bad when I got it. I think they should take accountability I believe I'm still paying for a defective phone.

  
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 05/14/2025

  We would only be able to go off the standard warranty. The customer would not qualify for an upgraded device through the warranty. The customer can do troubleshooting with our technicians or they can go with one of the warranty options available. The customer can contact us to set up a warranty repair/replacement. We consider this matter resolved until the customer chooses to go with one of the options available for the device.

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising 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.

  **** tag stopped working support unable to match the ****. No email responses, spend hours on the phone.

  

  Business Response

  Date: 05/22/2025

  The customer's replacement tag has been shipped out to them. They were sent an email with the tracking number. We consider this matter resolved.

  Customer Answer

  Date: 05/23/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:05/06/2025

  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.

  ALL 3 MODELS OF YOUR CELS HAVE GEEN HORRID AND COMPLETELY AGGRAVATION! I NEED TEH 12K TRIAL I LOST BC REPAIRS OF YOUR CELS...BLU, PLAY, MOTOG 5G TOO ALL MY TIME TO GET 911 CAPABILITY...WHICH COMES A S A NECESSITY FOR A SENIOR LIKE ME, ****** E ****. I LOST You sent $12K TRIAL Motorola Support ****. How can I help Motorola Support Motorola Support Okay, I'll be here when you need ****** sent $7K INCOME. SINCE **** ***** IS FIRST TO BREAK $30MIL PER YEAR AS A CEO, YOU CAN AFFORD THESE TWO REVENUE LOSSES OUT OF HIS INCOME ALONE, MUCH LESS YOUR $10.4 BIL SALES LAST YEAR~!!Motorola Support Motorola Support I'm going to try and help you with that. Which of the following most closely resembles your issue?You sent i EXPECT A CHECK FOR $21K LOST REVENUE BC I DID BIZ WIHT DEFECTIVE MOTO SMARTPHONES. IT CHEWED ALL MY TIME AND I AM BEHIND ON BILLS...SO YOU CAN PAY THOSE TOO. NEED A FREE ******* CEL AND SERVICE FOR 3 YEARS COMPENSATION. PLUS REFUND AND DAMAGES FOR MY TIME AND STRESS AND STRIFE AND AGGRAVATION. I LOST MUCH SLEEP. YOU TOOK MY HEALTH INTO YOUR DEFECTIVE CEL HANDS, AND I'M IN THE HOSPITAL FREQUENTLY. MOTO LEFT ME WIHT NO 911 CAPABILITY....YOU OWE ME ALL THIS PLUS PUNITIVE DAMAGES....LIKE BY THE END OF THIS WEEK.Motorola Support Motorola Support Okay. How can I help You sent ****** **** ************....HAVE CEO **** ***** CALL ME HERE. *********************** You sent GET RIGHT ON IT!Motorola Support Motorola Support Excellent, glad I could help!Write to Motorola Support

  

  Business Response

  Date: 05/07/2025

  The customer has been advised that we would not be providing compensation for activation as that is through the carrier. The customer's issues with the device could benefit from troubleshooting. The customer was unwilling to work with agents and was demanding compensation. We are only able to assist with troubleshooting as the device is a Tracfone and they handle their own warranty. We consider this matter resolved unless the customer would like assistance with troubleshooting.

• Initial Complaint

  Date:05/03/2025

  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.

  My phone is less than 30 days old and it's already messing up has a big white line through it it's Motorola razor the fact that it's already messing up y'all should repair the phone without any issue it's ridiculous had it less than 30 days and it's already messed up I hope you all become the horrible company and don't do nothing about this

  

  Business Response

  Date: 05/05/2025

  We have no record of the customer contacting us for warranty repair/replacement. The customer will need to contact ********************** at ************ to check warranty repair options. We consider this matter resolved until the customer contacts us to go over the warranty options available.

• Initial Complaint

  Date:05/01/2025

  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.

  Since the Android 15 was installing the phone Thursday the 18th of April the battery life in my phone has diminished tremendously. I have requested help from Motorola the first ****** that called me was very rude and nasty I asked for a supervisor and I was told that he was as high as I was going to go the next guy that called me today which is May 1st told me that I would need to put my phone and safe mode which I cannot do because of my job and we had to eliminate third party apps . I was also told that the next step after that would be a factory reset which I've done for the other problem that I have on my phone and it did not help at all Motorola blames somebody else they blame Motorola Motorola will blame my company that my phone is from ******* is my carrier. The only way that I can get a replacement phone is I have to send them my phone and do without which I cannot do my job then or I have to pay them money to get the phone from them I need help with this this is ridiculous Motorola will take no responsibility at all.

  

  Business Response

  Date: 05/02/2025

  Our records indicate the last point of contact with customer was 3/28/25.

  During this interaction, troubleshooting assistance was attempted but once a factory reset was recommended, customer declined any further troubleshooting.

  We also offered our warranty options to repair/replace customer's device. 

  Customer was offer a no fee option, customer would send their device in first. Customer declined this option.

  Customer was offered a certified like new device to be sent to customer before returning customer orignal device. Fees apply. Customer was offered 75% discount on fees and customer declined. 

  At this time, customer can complete troubleshooting or process a repair option.

   

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23274652

  The only trouble shooting that was done was trun of some setting told me I had to go into safe mode. Safe mode would make it impossible for me to doy job as it turns off all 3rd party apps. I did a factory reset in January for other issues the factory reset did nothing.   No replacement was offered at anytime during this conversation.  Even at 75% I can't afford the cost.

   

  Also when when I ask for a supervisor and I was told I would not speak to anyone other than tech 3.     

   

  The only thing they want me to do is safe mode or factory reset.

  I can not do my job without the phone.   This phone has been nothing but problems.  BBB can see how many times I have asked for help.
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/07/2025

  We are still offering troubleshooting and repair options.
  
  Our records indicate the last point of contact with customer was 3/28/25.
  During this interaction, troubleshooting assistance was attempted but once a factory reset was recommended, customer declined any further troubleshooting.
  We also offered our warranty options to repair/replace customer's device. 
  Customer was offer a no fee option, customer would send their device in first. Customer declined this option.
  Customer was offered a certified like new device to be sent to customer before returning customer orignal device. Fees apply. Customer was offered 75% discount on fees and customer declined. 
  At this time, customer can complete troubleshooting or process a repair option.

   

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23274652
  
  I am rejecting this response because:

  Trouble shooting was not declined, when I said I will not do a 2nd factory reset that lady said then there is nothing we can do for you.   I asked to speak to someone else I was told no you can call back I asked for her supervisor I was told no.     And as far as troubleshooting steps I was told " we have gone as far as we can " you need to do factory reset.   This phone has had many problems no of which Motorola has been able to fix.   Motorola blames my phone carrier and they blame Motorola.  This leave me in the middle.     As far sending my phone in waiting to get the replacement one I have no place to bacl my phone up to.    Motorola back up does not work we have tried that.   Sending them money to send me their certified like new I just don't have the money.     I have asked to speak to higher up and was told this is as high as you get...    With all the sp called documentation Motorola has they can see this phone has been garbage.   They are not interested in the customer just the bottom line.    My phone needs fixed or replaced.  Vi can't be without my phone and don't have the cash to send for a replacement.   Also putting my phone in safe mode will make it impossible to do my job.    This does not seem to matter as long as there is documentation that I was told I needed to

  The needs of my job does not matter to Motorola as long as they say they have done their job
  
  Sincerely,
  
  ******* *******