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

• Initial Complaint

  Date:12/07/2024

  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.

  Ordered phone through Motorola website on November 25, 2024. It was supposed to be expedited and next day delivery, but the phone did not arrive. I called and they said there was a problem and re-did the order this time stating it would be delivered to me no later than December 4, 2024. Order number is 1481052479629-01. I have not received the phone as of this date. I received a tracking number the first time the phone was ordered which shows that they are awaiting the item from Motorola for shipment. Since they re-did the order, I have not received any tracking information.

  

  Business Response

  Date: 12/13/2024

  Delivery is estimated, not guaranteed. There were issues with the order processing correctly. This has been resolved and is out for delivery. The customer should check their email for the tracking number and watch for updates. We consider this matter resolved. 

• Initial Complaint

  Date:12/05/2024

  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.

  Warranty ended 7 days ago. The cell phone folds in half, however, there appears to be lines right at the fold of the phone. I observed this about a month ago, by the time I got around to call and file a warranty claim, Motorola said warranty is over. It is unreasonable to immediately report a warranty issue. The warranty issue - lines appearing at the fold of the phone have occurred well before the warranty period expired. Also, this repair under warranty already occurred once, June, 2024. It is unfair that a repair doesn't last at least another year. Motorola does not want to repair the phone under warranty.

  

  Business Response

  Date: 01/02/2025

  The customer was advised that his device was out of warranty. A repaired device does not get another year warranty. The customer did not reach out about the issue until the warranty was expired. We consider this matter resolved.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22644693
  
  I am rejecting this response because: the defect occurred with in the 1 year warranty. a Reasonable person needs time to reach out, 7 days after the warranty period is acceptable by law. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/14/2025

  As the customer states the issue occurred within the warranty, we would always recommend reaching out about any issues as soon as they occur. The customer has been advised of the warranty options. We consider this matter resolved.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22644693
  
  I am rejecting this response because: I reached out as soon as I reasonably can. a week after or even 2 weeks after the lines appear is reasonable to a person. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/03/2024

  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.

  Wanted to purchase new cell phone on Black Friday 11/29/2024 Placed an order with ********************** #*************-01 for $164.99 (with TRADE IN)They cancelled the order with no reason on 12/02/2024 the $164.99 was charged then *********** I ordered again on 12/02/2024 Order number: #*************-01 $ ****** . and on 12/03/2024 I called them to ask why my first order was cancelled? They failed to give any meaningful explanation "our system flagged it as suspicious".Ok so I said here I am calling that my new order is valid and you already charged my credit card and want to make sure it goes through. Customer rep ****** said well it will be also cancelled as it is also have some unspecified security issue.She failed to explain why or what is the issue. Suggested I place a new order but now without Black Friday deals at a $150 more.She refused to honor my original purchases and wanted me to buy the phone for a much higher price.This is a very frustrating experience. I missed phone purchase deals from other ********** request was to honor my purchase and process the order at the same price .Seems like a bait and switch but it is beyond my why would motorola do that to me.. is it a race/name problem?I dont want my order cancelled.. I want the phone DELIVERED and order Honored.

  

  Business Response

  Date: 12/05/2024

  The customer has been advised of the multiple reasons the order was cancelled. The customer has used multiple emails which will trigger our system. The shipping and billing address are different states and there is no device fingerprint. All of these things will trigger the system for security purposes. The customer was offered to verify his information to place a temp trust so that they may create a successful order. The customer did not do that. We would not be providing a price match as the errors were not on Motorola's end. The customer was advised that if he is unable to place an online order, to purchase from a retailer or ******. We consider this matter resolved.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22633005
  
  I am rejecting this response because:
  1-Shipping and billing address difference is a normal practice. If I am purchasing a present for my mother and have it shipped to her address no vendor have ever rejected such and order.

  2-I placed the second order after you rejected the first order 3 days later from first order.

  3-I was forced to use a second email to place THIRD order as your system does not allow me to cancel my second order after 30 minutes. So I had to place a new order with the new email.

  4-I called and chatted with your sales support on 12/02/2024 but since I reached lower level support in ***** , they were not able to help me with cancelling the second order or even give me any reason why the first order was rejected.

  5-It took you 3 days to cancel my order without explanation and your email stated place a new order. That is what I did.

  6-When I called on 12/03/2024 your *** offered to let me place an order at a much higher price  that she would "approve" somehow I refused as the price is much higher and my previous orders were legit and you offered no help in matching the price.

  7-You did charge my credit card so you fully had access to the funds which show performance on my part.

  8-I had a Motorola account with you for 4 years with previous purchases when you say there was "no device fingerprint" my phone does have fingerprint but your webstore never asks for it. You send an email to with a verification code that is the only way I can login to my Motorola account.
  

  9-If there is another way of making sure my account does not have this "no device fingerprint." issue please explain what how that works.

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

  

  Business Response

  Date: 12/09/2024

  All the authorization holds have been reversed. No charge occurred. The device fingerprint is on the device the orders are being placed on. This is a security measure that provides information to verify the customers location. These are security measures to ensure fraud is not occurring. As we previously stated, the customer can verify the information with our agents so a temp trust may be placed on the customer's information so a successful order may be placed. We would not be providing a price match as the errors were not on Motorola's end. The customer was advised if they are unable to place an order online to purchase elsewhere. We consider this matter resolved.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22633005
  
  I am rejecting this response because:
  1-As the error is also not on my part. You had my phone number and could have called if you have an issue.

  2-You waited 3 days to reject the order and send me cancellation. Why?

  3-I understand you don't want offer price match, but can you offer a partial discount since this is not my fault also and your late cancellation notice caused me missing BF promotions? The *** verbally offered extra 10%. Is that something you can entertain?
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone from spectrum mobile with new service in the form of a razor +2023. $999. Two months after receiving phone, it had a defective screen which was determined to be a manufacturers defect I have now had to return two razor +2023s due to manufacture defects two Motorola as per spectrums policy. Motorola made me pay to receive two refurbished phones not a brand new phone like I had purchased and told me I can no longer return another phone because *** had to return to that were manufacturer defective. This customer service was the worst Ive ever experienced and the treatment I received and resolution was nothing close to satisfactory. I had to deal with Motorola because it was under the manufacturers warranty and not within two weeks of getting the new phone from spectrum. I have never had a company not back up their products like Motorola has not done. I would like the cost of the phone return to me so that I can get a different manufacturer model of phone so I dont have to deal with this ever again. This happened starting in June 20 24 And is an issue to this very moment as the second phone I was sent that was refurbished is also defective. *************** is also forcing me to pay the full value immediately in order to upgrade to any other model or type of phone. I will file a complaint against them as well because this is unfair. I have never had a working phone and Motorola does not stand by their products at all..

  

  Business Response

  Date: 12/03/2024

  We have been unable to reach the customer to assist in resolving the matter. The customer needs to contact us at the provided number in the emails sent out. We consider this matter resolved until the customer reaches out.

• Initial Complaint

  Date:11/15/2024

  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.

  They did not notify me of taking money out of my account and are not taking into consideration that the mail carrier took over a week and a half to deliver my return to them and refuse to return the money they took out of my account because it didn't get there on time. They didn't even bother to reach out and ask if I needed to extend the time period of return.

  

  Business Response

  Date: 11/26/2024

  We have been unable to reach the customer. As the customer agreed to the terms and conditions of trade in, when placing the order, there is nothing further we can do. The device has to be returned to Phobio within the allotted time frame. If received outside of the time frame, the device will be denied and the charge for the trade in will occur. As it is the customer's responsibility, we would not be reaching out to the customer. The terms on the time frame is firm. Below are links to the trade in terms and conditions. We consider this matter resolved.

  *******************************************************************
  
  

   

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the Motorola Edge 2024 and I got it through US Cellular. It works good with my hearing implant and hearing aid. About 2 weeks before this happened it downloaded some updates and since this was done the phone started acting crazy. One morning I laid my phone on the driver&#**;s seat, it rang and I tried to answer it. It kept running through ********, etc and would not stop. My best friend powered it down. Then I turned it back on and it started running through apps again. I was about 5 miles from my stepfather&#**;s house, we smelled something burning and found out it was my phone! My left arm hit my left chest and the phone was smoking and burned a hole through my shirt and my chest. As soon as I threw it out of the window the phone exploded. It looked like it was ripped in two, everything melted and nothing was left but black powdered ash. US Cellular said the phone wasn&#**;t designed to do this. They told me to call Motorola. I called them on Monday and when I explained what happened. I told the *** and she wanted me to send the phone in. The *** hung up on me. I had so many days to comply. I want a ***lacement phone but not this model.

  

  Business Response

  Date: 11/18/2024

  The customer spoke with our highest level of support and was advised to send his device for evaluation. The customer sent the device in and was evaluated. The evaluation found that the incident occurred due to customer tampering and abuse. The evaluation results are final. We consider this matter resolved. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22561206
  
  I am rejecting this response because: 
  
  I did not tamper with that phone at all and I have witness that was their when it happen. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 11/26/2024

  Motorola evaluated the device and the results are final. We consider this matter resolved.

• Initial Complaint

  Date:11/14/2024

  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.

  I purchased Moto Tags and received them on 09/17/2024. After numerous attempts to get them working, which I never could, Motorola customer service sent me a ***** Return Label Tracking id# ************. I returned the item the same day I received them on 09/17/2024, and it was confirmed delivered to Motorola in **********, ** on 09/18/2024 at 9:42am. At present, I still have not received my refund in the amount of $105.59. I have made numerous attempt to get this resolved with no luck. The ***** label Motorola sent me indicated Return Authorization Number: 240918-003677.

  

  Business Response

  Date: 11/15/2024

  Our records indicate the customer did return the Moto Tags and a refund for $105.59 occurred on 11/15/24 to the original for of payment. 

  We consider this matter closed. 

  Customer Answer

  Date: 11/19/2024

   
  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 because my credit card company just informed me that the credit of $105.59 was applied on 11/19/2024 two months after the item was returned.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/11/2024

  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.

  Kindly need assistance updating cell phone device.Look on your reply on troubleshooting tips.

  

  Business Response

  Date: 11/19/2024

  We reached out to the customer and he said everything is working fine now. The customer was able to update the software. We consider this matter resolved.
  
  

  Customer Answer

  Date: 11/20/2024

   
  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:10/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone on Motorola's website for $384.11. My checking account was immediately charged. After purchase, it stated my order was "pending approval" so I called customer service and I was informed that my order had been cancelled because my billing address did not match my shipping address. I proceeded to tell the representative that he was wrong and I was willing to send a copy of my most recent banking statement and a copy of my photo id card. He said it was too late and the order automatically cancelled. I told him it was ok because I after the lies I was told that I would not ever buy a Motorola product again but he needed to issue me a refund. I still have not received my refund from Motorola. They are blatantly holding my money hostage. Attached to this email is a copy of my last banking statement that shows my address at navy federal credit union does indeed match my shipping address as they are both the same address. At this point I just want my back and they are unwilling to refund it. I will most certainly file a civil suit against Motorola if they do not return my money.

  

  Business Response

  Date: 11/04/2024

  The customer placed an order on October 30 after 12:00pm. The information provided on terms of sale state an order processed after a certain time may not fully process until the next day. The customer called in within hours of placing the order and stated he wanted the order cancelled and refunded. At that time the cancel order request is not guaranteed and the funds are not actually a charge until the order ships, so refund would not have been processed. The customer was advised their was nothing wrong with the order and it should process successfully. The order is out for delivery, the customer will need to watch the tracking number for updated information on delivery. If the customer does not want the order, they can contact us to set up a return for refund. We consider this matter resolved.