Complaints

This profile includes complaints for Motorola Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Motorola Mobility

  222 Merchandise Mart Plz Chicago, IL 60654-1103

  
• 

  Motorola Mobility

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

• 

  Motorola Mobility

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

  
• 

  Motorola Mobility

  600 N Us Highway 45 Libertyville, IL 60048-1286

  
• 

  Motorola Mobility

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2025

  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.

  IVE BEEN TRYING TO GET A ***** LABEL TO SEND IN MOBILE DEVICE FOR WARRANTY REPLACMENT DUE TO SCREEN ISSUES SINCE DEC 1ST. IT IS JANUARY 31ST AND STILL NO LABEL. IVE CALLED MULTIPLE TIMES IN THE PAST WEEKS AND HAVE TO STAY ON HOLD FOR 30 MINUTES AND ABOVE,SENT TO MULTIPLES CSR UNTIL CALL GOES DEAD. AS IM WRITING THIS COMPLAINT, I AM ON HOLD WAITINGAND MUSIC HAS GONE QUIET,CALL IS STILL ACTIVE. UNACCEPTABLE CUSTOMER SERVICE FOR A MULTI BILIION DOLLAR COMPANY TO HAVE THESE BUSINESS PRACTICES AND ALSO FOR THE $1000 THAT IM PAYING.

  

  Business Response

  Date: 02/28/2025

  The customer was provided a prepaid label via email by our executive support agent. The agent verified the email address and sent an email with the prepaid label attached. If the customer is still in need of another label, they can reach out and one can be sent to him. We consider this matter resolved.

• Initial Complaint

  Date:01/26/2025

  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.

  Bought moto tag trackers but kept unpairing by themselves that required having to re-pair in the app that ruined the point for trackers. Returned the trackers back on 10/10/2024 and have been waiting on a refund ever since. Been contacting support through multiple channels that all have been saying the same thing for months that they would reach out for but nothing came out of it....

  

  Business Response

  Date: 02/06/2025

  Motorola has received the item and processed a Return for Credit. The customer will see the refund reflect back to the original form of payment in 3-5BD.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22859540
  
  I am rejecting this response because: item returned have been in the warehouse since 10/10/2024. Still do not see a refund being processed. I can't accept it as solved until I see it actually being processed in my bank account after dealing with customer service stalling me for months
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22859540
  
  I am rejecting this response because:  Made a original complaint that BBB nor Motorola could resolve. Returned Motorola trackers on 10/10/2024 and has been in their warehouse since. Customer support on phone and from their social media team just tell me to wait, it's February 2025. My previous BBB complaint said they submitted a refund but nothing has been processed on their side yet. Has been constantly delayed by customer service for any solutions or refunds.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/04/2025

  We have reached out to the customer to advise the refund needs to be processed through Electronic Funds Transfer. This is the option provided as the refund is past the time frame for a regular refund to be processed. The customer has been sent an email advising of the information needed to process the refund through the Electronic Funds Transfer system. The information requested is required in order to proceed with processing the refund for the customer.

   

   

• Initial Complaint

  Date:01/21/2025

  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 purchased the original device July 4 2023.. since that time T-Mobile has replaced the device 5 times with a total of 6 devices I had a replace November 7-24 by Motorola who told me I had 6 months warranty . On today Jan ***** I was told th warranty has expired but was also told I had a 90 day warranty for the replacement. This phone has not lived up to the cost and times. I have been without out the phone for weeks at a time and still getting the run around. Getting hung up on and calls not returned .For the cost I should have a working device . That's all j want

  

  Business Response

  Date: 01/23/2025

  We are having coaching and training done where necessary to ensure correct warranty information is provided. You can also locate this on **************************. The customer contacted us a month after their standard year manufacturer's warranty expired. We set up a repair and waived the Out of Warranty fee as a one time exception. The customer received the repaired/replaced device. The warranty states a repair/replaced device will have a 90 day warranty OR the rest of the original warranty, whichever is longer. The customer is within the 90 day time frame and has set up another repair. The customer should continue with repair. We consider this matter resolved.

• Initial Complaint

  Date:01/20/2025

  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.

  A few months ago I was cell phone shopping online and I stumbled upon the Motorola razor 2024 plus pink and I was in awe. While reading the specs and other phone info I came across the "we will replace your premium pre-installed screen protector one time at no charge" That was the selling point. Fast forward a few months and I am now experiencing the pre installed screen protector issues. I went straight to T-Mobile after waiting for 2 hours they told me we can't help call Motorola. I call Motorola and they scheduled me an appt with their partner U break it whom they said would repair it for free no charge just go in and get the screen protector replaced. NOT THAT EASY !! At u break it the gentleman told me they can't help me because Motorola NEVER sends them the parts they need to service their customers and their phones. *** !!! Today I call Motorola and they tell me I have 2 options send in my phone and get it fix or they can send me a like new phone and then I send mine back and I can keep the like new device. I PAID FOR A BRAND NEW PHONE AND THEY WANT TO REPLACE MY SCREEN WITH A LIKE NEW DEVICE. *** !!! I WANT MY SCREEN FIX AND AN APOLOGY FOR THE DAY I WASTED RUNNING AROUND BECAUSE OF MOTOROLA.

  

  Business Response

  Date: 01/22/2025

  We are unable to provide information on part stock with **********. Each facility is in control of their ordering parts. The customer was offered the other two warranty options for repairing the screen through Motorola. The customer refused the options for repair/replacement. The warranty covers certified like new replacements. If the customer is wanting to keep their original device, the repair options is the best option for them. We consider this matter resolved until the customer chooses one of the warranty options available.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22836550
  
  I am rejecting this response because: I paid for a brand new phone in what world is it okay to offer some one a used phone to replace their new phone ? UbreakIFix said you are supposed to send them the parts and you NEVER DO. The. Representative from Motorola even said you never have them available. YOU CAN DO BETTER THAN THIS MOTOROLA YOU ARE A MULTI MILLION DOLLAR COMPANY. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/17/2025

  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 Motorola Phone 3/29/24. Has been sent for repair *****. 1st time Aug 2024. Phone shutdown. Wouldn't restart. Motorola repaired by replacing the Motherboard. Jan 11 2025, SIM Card stopped working. Will not connect to ************. **** replaced SIM card. Still won't connect to Network. Sent phone back Jan 13 2025 for Repair(2nd time). Motorola Replaced the phone with a "Like New" Arrived Jan 17 2025. SIM Card Still doesn't work. Reinstalled SIM Card into older Gpower 22 Model. Works. However that phone(22 Model) has GPS, Android Auto Issues since Removal of Tik Tok. And a Random Rebooting while driving.

  

  Business Response

  Date: 01/21/2025

  The customer has spoken with our highest level of escalation and a replacement was set up. The customer should continue with the replacement process. We consider this matter resolved.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22827255
  
  I am rejecting this response because: Phone has a History of only Lasting less than 6 Months before Failing. This is an Attempt at Stalling until the Warranty Expires. The Phone was Order 3/29/24. And has been sent back twice. 
  
  Sincerely,
  
  *********** *********

  

  Business Response

  Date: 01/24/2025

  No stalling was done. The customer contact our highest level of escalation and they set up a certified like new replacement as per the warranty options available. The repaired/replaced device will feature a 90 day warranty or the rest of your warranty, whichever is longer. If the customer is experiencing issues, troubleshooting with our technicians would be the next step. If the customer is experiencing issues with the replacement device, they can contact us to troubleshoot to ensure it is a hardware issue as some things can be due to apps, carrier etc. We consider this matter resolved.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22827255
  
  I am rejecting this response because: I Purchased a New Motorola. To find out it was manufactured by ******. The 24 Model phone has only lasted roughly 5 months before breaking. Ordered 3/29/24. Sent in for Repair Aug 2024. Again Jan 11 2025. Going forward, I will Never purchase another ****** Phone. 
  
  Sincerely,
  
  *********** *********

• Initial Complaint

  Date:01/17/2025

  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.

  I had sent my phone in for repair on January 3rd 2025 because the vibration was not functioning after only 3 months of use. Motorola kept me updated throughout the process, but when receiving the phone back from repair on January 14th, it was in worse condition. The back leather cover had been cut into with a sharp object and the outside screen was popping off the phone. I called Motorola and opened a claim that I had received my phone damaged. They told me they have to contact their warehouse and it should be ***** hours. I have not received any update on how they will be continuing with my claim. I am very upset and just want my phone in the same condition I sent it. My open claim number is 250115-003611.

  

  Business Response

  Date: 01/21/2025

  We have spoken with the customer and set up a One Time Courtesy replacement device. The customer should continue to follow all replacement/return instructions. We consider this matter resolved.

  Customer Answer

  Date: 01/24/2025

   
  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:01/15/2025

  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 sister bought me a Motorola razor phone on ********* for my birthday from boost mobile on ******* road. The phone is still under warranty. I am a retired CDL driver by trade and now I am a ride share driver who eats and works from my phone. The screen on the phone for no apparent turned black and I immediately went to boost mobile who sent me to the insurance people who couldn't do anything because the phone is under warranty with Motorola who has given me the runaround about the defective product and not honoring that warranty. My mortgage, eating and my livelihood is at stake because of the procrastinating and unlawful practices of this company. This is costing me everything because of the process that takes days and weeks to complete in which time I can't eat nor make a living. This process needs to be expedited, I have a blind elderly sister to take care of and I need my phone and they are costing me money. Thank you.

  

  Business Response

  Date: 01/17/2025

  The customer was advised of the warranty option for repair, the customer refused. The customer was then offered the one-time exception replacement option and they refused that option also due to the security hold fees. These are the warranty options available for the customer's device. The customer would need to select one of the warranty options. We consider this matter resolved until the customer chooses to go with one of the options available.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22817823
  
  I am rejecting this response because: Good morning! The only option I was given was to send them my and they would repair or replace it. I purchased this phone in good faith at their store and don't have days or weeks to await this, I have a blind elderly sister who is sick at this time and I am a driver both instances require that I have a phone "Now" which is what I paid for. Their product was defective and and I believe with their knowledge this is not an isolated incident and whatever their solution is must be done expeditiously. They are defrauding the public and causing undue hardship, I will pursue this on all levels of litigation until it is completed. Thank you!
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/21/2025

  The customer was advised of the warranty options available. The customer refused all the warranty options for repair or replacement. We consider this matter resolved until the customer chooses one of the warranty options available.

• Initial Complaint

  Date:01/14/2025

  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.

  I ordered a moto g 5 g phone 11/23/24 @ 10:48 and canceled order next morning. Received email from Motorola that could not cancel, order was already shipped, would need to refuse delivery to receive refund, so I did refuse delivery on or around 11/23/24. I have not received my refund. I have called Motorola ************ once a week for the last 4 weeks and each time I'm told that the refund should be in my account in 3-5 days. It is still not in there. Motorola gave me a case # ******-006319 Please help.

  

  Business Response

  Date: 01/22/2025

  The refund for this customer has been processed. The customer should see the refund within 3-5 banking days, depending on their bank. For further information, they will need to contact their banking institution. We consider this matter resolved.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:

  I have received the refund from Motorola. My case can be closed. Thanks for your help.

  Sincerely,
  
  **** Steele 

• Initial Complaint

  Date:01/09/2025

  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.

  Regarding Order #*************-01 I purchased on 11/29/2024 a Motorola smartphone and extended warranty the phone was $349.99 and 2 yr extended warranty was $139.99 with a total after $35.00 discount, added taxes of $27.12 was $482.10. I then realized I purchased wrong phone so sent it back and they refunded me a total of $377.11, so I called them informing them that they did not refund the total amount which included the extended warranty difference of $104.99, they then told me that it would take 1-3 business days to process so I have made several different calls approximately every 3-5 days as I have never received my refund for a product I no longer have or require the extended warranty for and I keep getting the run around and I ask for a supervisor but never happens. Yesterday I called and I was told that within **************************************** know about the refund I have now been waiting over a month for. Please help me get my money refunded for something I returned and they keep telling me my refund is processing over the last few weeks but never has happened

  

  Business Response

  Date: 01/22/2025

  The refund of the MotoCare plan has been processed. The customer should see refund within 3-5 banking days, depending on their bank. For further information they should contact their banking institution. We consider this matter resolved.

• Initial Complaint

  Date:01/08/2025

  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 a Motorola razor 2023 phone. And after 1 day of use. The phone has a white line and a dead black spot. Motorola ignores emails stops conversations when you mention this phone and this problem. I get no help from my carrier. The phone is defective. It's able to get sand behind the screen where it folds and the sand ruins the screen or dirt. They need to make this right for everyone and speak up . Because they are pushing this issue aside and ruining their little bit of customers that support **********************

  

  Business Response

  Date: 01/10/2025

  We are not showing the customer in our system, which means they have not reached out to us with the provided information. If the customer is having issues with their device, they need to contact us at ************ and work with the agents for the resolution.