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

  3696 Knight Rd Doc 18 Memphis, TN 38118

• 

  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

  

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:01/09/2025

  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. 

• Initial Complaint

  Date:01/07/2025

  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.

  This is concerning the new Motorola raz flip phone.I purchased it through a firm and I'm currently paying $39.99 a month for a useless piece of equipment. They told me to buy an extended warranty for protection they failed to mention that their screens break Even when they fall on grass and I have expensive screen protector on it that did no good. How can a phone break on grass as a very good question? I had to pay $200 for that to be repaired How does a big screen break on the inside that's another question Their equipment is faulty now I'm paying for a phone that I cannot use and they will not fix unless I pay $488 I did have insurance on it but it would not cover that phon I can be reached at ******* ***** ************ or at my Gmail account ************************* And now because I have this phone I believe it is hacked or cloned because I have been getting scammed and everything I need to purchase a new phone. Can BBB help me out?

  

  Business Response

  Date: 01/09/2025

  We are only showing one contact from the customer in September of 2024. The customer was advised the physical damage is not covered under the standard warranty nor the extended service plan. As the device is not fall/break resistant, any kind of drop can potentially damage the device, whether on a soft surface or not. If the customer believes they have been hacked, the only thing we can do is advise them to reset their device and change all passwords that may be compromised. 

  As the customer has been advised of the warranty policy, I have provided a couple links below for the warranty, we consider this matter resolved.

• Initial Complaint

  Date:01/02/2025

  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.

  Im on a 2 year contract with *************************** (started in April 2024) where I was provided 2 new phone the Moto G 2024. One of the phones is working fine but the other one started to malfunction within months into the contract. I contacted ****** and reported the issues and after through troubleshooting they advised the phone may have internal hardware issues and asked I contact Motorola as Im under their 1 year warranty.After numerous calls to Motorola and speaking with team leads and managers- Im not getting any support. All Im asking is to send me a loaner phone or upgrade me to a new phone while I send this one in for diagnostic and repair. Its confirmed by their tech support team that the phone does have issues after numerous tests over the phone. They keep telling me to contact ****** for loaner phone but ****** is just a carrier and Motorola is the product manufacturer.All Im asking is to help me out either way by loaning me a phone so I can send this one in or upgrade me to a new one. Motorola is not taking zero responsibility here.

  

  Business Response

  Date: 01/03/2025

  The customer contact Canada support and did not provide the needed information to look up the warranty options available. The customer refused as they just wanted to get a new device. The customer has to go to ****** support for the warranty options. We would not be providing any other options. We consider this matter resolved until the customer contacts Canada support and moves forward with the warranty options available. 

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22760762
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Manjawala

• Initial Complaint

  Date:01/02/2025

  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 ordered a phone on 12/17/24 next day air. Discovered that there was an exception in shipping and callled Motorola. They said they coudl open a case but would not ship out a replacement phone and that it would be 1-8 business days before resolution. I called again on 12/27 after i had not heard anything and talked with order admin ****** She said she would send a replacement. And i quote" For the shipment request so this will be via ***** so this time this will not require a signature, but its important that you check the status of your package becaseu any lost or damage Motorola will not be held liable for any of those. You will receive an email from Motorola within 24 to 48 hours for the Tracking number, Ok?"I did not receive anything, nor was the phone shipped.On 12/30/24 I called in again and spoke with someone who said they would check into it and call me back that afternoon or the next morning. She said, and i quote, "All right *** um, would that be Ok for someone to call you back today or tomorrow." I replied "Ok, so someone will call me back today or tomorrow?" She replied "Yes"I received no phone calls back I called back to follow up on 1/2/25 at 7pm. I got through two customer service **** before they disconnected my call (tired of dealing with the problem maybe?)I called back again and spoke with ***** who said he needed to submit my request to have them ship the phone **** Motorola and *** fight over who is responsible for the phone. I was told no more than 8 days originally and as of 1/2/25 we are at 10 days.***** said, and I quote " I can definitely actually submit your reqtuest from our universal command center. Is that OK? So if we were going to provide you a call back probably by tomorrow morning becasuse their office is already closed.....I will go to actually set a call back tomorrow around 7 to 10 CST"I simply need my phone shipped out that I should have received 12/17. Its 1/2/25 and I'm just getting the run around.

  

  Business Response

  Date: 01/09/2025

  A new free of charge order was placed for the customer. The customer is receiving the email for confirmation and updated shipping details. They will need to continue to monitor their email for further updates. We consider this matter resolved.

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22760248
  
  I am rejecting this response because:

  While Motorola did eventually send a replacement phone, it took almost a month to do so on an order that should have been a next day air shipment.  At no time during the month did they take any responsibility for the issue or make any extra effort to correct the issue.  As outlined, in several cases, the agents lied about sending a replacement or about the follow up they said they would do. I'm sure you can imagine the impact of not having a cell phone for a month!   
  If my company treated our customers the way i've been treated by ********************** we would be out of business.

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

• Initial Complaint

  Date:12/21/2024

  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.

  Purchased Motorola cell phone on 10-14-24 and missed email that it could not be delivered without signature. I tried contacting the company and was directed to the *** store. The employee at the *** store said the phone was being returned to the warehouse. Again, I called Motorola, and the agent said once received, we can resend or reimburse you; give it 7-10 business days. After 10 days, I called Motorola and told the agent I wanted to be reimbursed. He said it will be in my checking account within 7 days, it was not. I called Motorola two more times with the same response. I am requesting Better Business Bureau's assistance.

  

  Business Response

  Date: 12/23/2024

  The refund was processed on November 15, 2024. The customer needs to check with their banking institution for further information. We consider this matter resolved.

  Customer Answer

  Date: 12/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:12/20/2024

  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 am deeply frustrated with the lack of accountability and poor customer service Ive experienced with ********************** regarding my recent purchase.On December 5th, I ordered a phone through Motorolas website and paid for *** Next Day Air delivery because I urgently needed the device before traveling. However, *** did not attempt delivery until December 9th, and by that time, I was no longer home to receive it.When I realized this, I tried to change the delivery method or address directly through ***, but Motorola had blocked this option, preventing me from managing the delivery. As a result, I had to call Motorola directly, explain the situation, and wait for them to contact *** themselves, delaying the process further.On December 11th, *** marked the package as delivered, stating it had been signed for by someone named "****." This individual is not known to me, my neighbors, or anyone in my building. Its clear that the package was either delivered to the wrong person or stolen. I immediately reported this to Motorola, and an investigation was opened by *** on December 12th. However, as of December 20th, I have received no updates or resolution from Motorola, despite multiple follow-ups.This entire experience has been exhausting and unacceptable. Motorolas policies blocking customers from managing deliveries directly with *** created unnecessary delays. Their slow response to this issue has left me without a phone for over two weeks, causing significant inconvenience, especially during the holidays.I request Motorola to resolve this issue immediately by sending me a replacement device. I also urge ********************** to review their policies regarding blocked delivery changes and claims, as they only serve to worsen the customer experience.

  

  Business Response

  Date: 12/27/2024

  Customer placed order # ****************. 

  Motorola has a Terms of Sale that can be found at *********************************************************.

  Customer's issues are clarified and explained in our Terms of ******************** times are considered from the time payment is approved and processing completed. Make sure you monitor your shipping address: your delivery can arrive after business hours and happen until 9 PM CDT. The delivery time will be considered for purchases with payment approved until 12 pm (Central time). Available for all forms of payment, however, the delivery time starts to count from the approval of the purchase by the financial institution. Purchases approved between 12:01 pm on Friday and 12:00 pm on Monday will be delivered on Tuesday. Delivery takes place only from Monday to ********** will receive a shipping confirmation email with tracking number when available. ******, ****** and remote locations, please allow additional time for delivery, you will be given estimated delivery date in cart at **************** and other conditions might cause delays for these locations. ************************** is happy to offer next day shipping on orders $99+ as a benefit to our loyal customers. However, there may be circumstances beyond our control that could affect shipping times, such as inventory blockages, weather delays, Covid-19 and other force majeure events. We will always work to ensure the package is processed as quickly as possible with the goal of delivering to you the next day, but we do not warrant or guarantee this outcome. It is not possible to change the delivery type after completing the purchase. Delivery not available for P.O. Boxes, must have a physical address. Not available for scheduled delivery.

  Our records show for Order # *************-01, Tracking number 1ZGH09612401590763 for *** was provided to customer. Tracking updates show it was undeliverable and is currently in transit back to Motorola with Tracking Number 1ZGH09611201590768 as of 12/274/24. Once Motorola receives the package/order, we will contact customer to ensure their choice of a refund or reship occurs.

   

• Initial Complaint

  Date:12/15/2024

  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.

  Bought new phone may of this year. Experiencing issues with the charging of the phone and tried to file warranty claim and they expect me to pay shipping and be without a phone that I use to conduct my business for five business days, not knowing whether or not they will replace the phone. I would think a company of that size would offer some better resolution than to put someone's only form on contact on hold for a week

  

  Business Response

  Date: 12/31/2024

  We have tried reaching out to the customer to resolve. The customer needs to contact us at the number provided to his wife for further assistance. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22690418
  
  I am rejecting this response because:
  They sent me an email claiming that they were sending out a replacement phone charger  instead of a replacement phone, in the email there was a ***** tracking number provided which according to ***** the tracking number doesn't exist. 
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 01/14/2025

  As the customer stated they did not receive their charger replacement, a second one was shipped out. This is showing as delivered. We have attempted to contact the customer to get them set up with our Level 3 Technicians for assistance with troubleshooting, however we have been unable to get that set up. The customer should contact us at the number provided in the emails sent. We consider this matter resolved until the customer contacts us to set up troubleshooting.

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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 remove software from my phone, but when I do, it is re-installed the next day. I would like to install my own software, but the company will not give me an unlock code so I can proceed. I am looking for an unlock code or an RMA since I don't control the phone.

  

  Business Response

  Date: 12/13/2024

  We have no records that indicate we have spoke to this customer in regards to this issue with the information provided in this report.  Motorola builds and supports the hardware of the device. If the customer is having software issues, it is recommended he contact  the specific application support or his carrier who supports software. We consider this matter closed.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flip phone screen on my Motorola razr *********************** around 7/9/24. The original phone was warranty repaired and returned to me. Ref 240709-003783.On or around 11/26/24, the same issue happened. Ref 241128-002714. The phone has been with Motorola since roughly 11/27/24.Initially, Motorola emailed me with a damage discrepancy and demanding payment. The damage was unknown to me and unrelated to the warranty work.I have contacted Motorola several times since via email and phone. I cannot get a single representative to work with on this request and it is adding to confusion, miscommunication and frustration. I have asked questions that have gone unanswered. I have asked for warranty documentation to support their claims. I have not been answered. My latest communication was 12/5/24 and I have not heard or received anything since, including a repaired phone screen. I have been without this device as well.I am requesting a repaired phone screen as resolution. The workmanship of this is on its 2nd need for repair and near end of warranty.I am attaching screenshots of an email chain. Please assist to resolve.Thank you!

  

  Business Response

  Date: 12/23/2024

  We are reaching out to the customer to assist in resolving this issue.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22673250
  
  I am rejecting this response because: I have yet to hear from the business since before my last communication to them on December 5th. They have not attempted to reach me as they said they were going to, in their response to the BBB either.

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

  

  Business Response

  Date: 01/06/2025

  We have spoken with the customer and a new repair was set up. The customer needs to continue with the repair process as advised. We consider this matter resolved.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22673250
  
  I am rejecting this response because: I received your email, however, I have not received my device back yet in order to respond if this matter is resolved or not. Typically, BBB has allowed 10 days to respond, which would be Friday 1/17.
  
  I received shipment notification of my device AFTER you sent this email. Please reopen and allow time for me to receive my device.
  

  
  

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