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: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.

  Hello, On Seotember 18, 2024 the Device Motorolo Phone was returned to the company due defective power but which had caused physical injury and the device was getting extremely hot and not safe. The reacking number for when device was dropped off at the ***** store is 7786 4051 8080 and it has been delivered to the company and Delivered 9/19/24 at 10:09 am to date there have *** many request concerning this matter the agents from the company said the case would be escalated and someone would follow up that has not occured. I have been told the following"The evaluation process takes 14 business days from delivery." it has been more than that period of time and there has been no resolve into this matter. Request to refund of my device and replacement due this matter.

  

  Business Response

  Date: 11/01/2024

  We offered customer to send device in for evaluation.

  Evaluation can take up to 14 days.

  Customers evaluation findings were sent on 11/1/24 to customer through ***** with tracking number: 779673868128

  Customer device is being retuned to customer also.

  We consider this case closed. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22496731
  
  I am rejecting this response because:.it been mor
  Sincerely,
  
  Hello it has been more than 14 days or been over a month and there been no return to date. 

   

  Thank you 

  

  Business Response

  Date: 11/05/2024

  Customer was sent back device with Tracking Number# 779723203990-Fedex. Tracking shows in transit as of 11/5/24. Est delivery to Customer is 11/6/24.

  We consider this matter closed

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22496731
  
  I am rejecting this response because:
  
  Sincerely,
  
  The item has not been received and the company has had it deo more than one month. Thank you see

• Initial Complaint

  Date:10/28/2024

  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.

  Checked online about getting a screen protector replacement for my razor 2023 made an apt at there partner location was told on arrival that they don't have the machine to install it and they haven't gotten the screen in long Time i also called another location and a d got same message theres 2 months left on my warranty i cant afford to pay security deposit for exchange and I can't be without a phone for days I asked can they just send it to there partner store so I can pickup and leave old device with em and gotten nowhere the device is 500 dollars but making payments through ******* I don't know what to do as I need a phone to contact my attorney and offcourse emergency as im above to lose my home i recommended they just do the same as ******* and apple give me 10 days to send phome back or they remotely disable the replacement

  

  Business Response

  Date: 10/29/2024

  Each UBreakIFix location is different, unfortunately we are not able to control their stock of repair items. The customer was offered the warranty options for screen replacement through Motorola and refused both standard mail in and premium mail in options. The customer can go with one of the two options provided under the warranty, the security hold is required for the premium mail in option. The customer should contact us if they would like to go with one of the options provided. We consider this matter resolved.

• Initial Complaint

  Date:10/28/2024

  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 bought a 2023 Razor Motorola Flip phone. The screen has a wide black line across the screen and at the area where it flips, it. Also has a 2nd line - a white line going vertically ans only at the top of the screen. My phone is less than a year old. Bought it around Christmas 2023. Cricket says nothing can be done, even when I offered,to pay the $250 deductible AND be without a phone. This issue has caused the phone to loose some of its functionality.

  

  Business Response

  Date: 11/12/2024

  The customer has been offered and set up a replacement. The customer needs to continue with the steps for replacement. We consider this matter resolved.

• Initial Complaint

  Date:10/25/2024

  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 bought a razor+ 2023 in July and by Oct there was significant issues with the phone rendering it near useless. The phone has not been mistreated in anyway, no drops or slams or rough treatment and has been kept in a case and half of the internal screen is completely useless and doesnt work at all. I called the support line and was advised that the phone was still under warranty and that I would be receiving a ***** return label so that they could attempt repair. I was instructed that the label would be received within 15 mins. I did not receive the label instead two hours later I received an email stating that the case was on hold and if I had questions I would have to call on Monday (this is Friday). I called the service line back and got *****, ***** said he couldnt help me and transferred me to a queue where I was on hold for 20 minutes before I was hung up on. I called back again and was on hold before speaking to ****** who told me that I need to wait 24 hours to see if the status updates as she doesnt know why its on hold. She refused to let me speak to a supervisor. This is interfering with my job and I do not have time to waste on wait and see what happens.

  

  Business Response

  Date: 10/28/2024

  The customer's repair has been successfully set up. The repairs/replacements go through a process for security and verification processes. This hold has been checked and released. The customer has been provided a prepaid label for their repair via email. They would not be eligible for a refund as the device was not purchased through ************************** and it is not within the Buyer's Remorse Period of 14 days from delivery. The customer should use the Prepaid label to send their device in. We consider this matter resolved.

• Initial Complaint

  Date:10/25/2024

  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 are canceling my order its not fair and telling me to go elsewhere to purchase my phone and accessories its not fair

  

  Business Response

  Date: 10/31/2024

  We have spoken with the customer and explained that the information provided triggered our card system and will no longer allow an order to be placed on **************************. The customer will need to purchase elsewhere. We consider this matter resolved.

• Initial Complaint

  Date:10/25/2024

  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 ordered my 2023 Motorola Razr+ from ****** on November 23, 2023. The phone stopped charging on 10/23/2024. Once it died it would not charge or turn back on. I tried to put a repair in on 10/24/2024 but was told the warranty expired 10 days prior but it shouldn't have. The phone has no physical or chemical damage. The issue feels more like a manufacturing problem. I was told that they might be able to do the repair because the warranty expiration was "recent". I was given reference #******-007455. My lunch break ended so I had to call back. I called back 10/25/24 and was told my warranty expired in July of 2024 and that I had to pay for a repair. I refuse to pay for a repair because it should still be under warranty. I don't appreciate that two different agents gave me two different warranty expiration dates. It appear like they are making up false information so that the company doesn't have to honor its warranty contract. I want my phone to be repaired for free.

  

  Business Response

  Date: 10/28/2024

  We have spoken with the customer and assisted with setting up a repair. Customer should continue with the repair steps as instructed. 

• Initial Complaint

  Date:10/23/2024

  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.

  I purchased a Motorola razor back in April of this year(2024). In August my phone all of a sudden had one thin(hair) white line appear vertical on the right edge of the screen. Upon contacting support, and Rma was issued (240828-001203) I shipped the phone out to Motorola. My phone had NO PHYSICAL damage to it at all, other than the white line the phone looked brand new in appearance. After getting confirmation of phone being delivered to the repair facility, but Motorola website not reflecting any updates information for my shipment( and it's now Oct 23, 2024 and STILL MOTOROLA website NOT REFLECTING any type information just creation of Rma). So a week after getting ***** confirmation of delivery I began calling Motorola to inquire what was going on with my repair. After getting transferred around multiple times and ultimately getting disconnected in the process, I went back to their site to try the chat option this is when I'm told my phone was returned to them with physical damage. I then 3 days later, receive an email stating this with photos attached. The photos are NOT photos of my phone, they don't even appear to be photos of any razor 2023phone at all. I took photos before shipping out my phone just in case anything were to happen, however I never expected THIS from a company such as Motorola. They gave me a new Case number (241010-001140).I've requested to only communicate via email with them and they complied once to this then revolted back to calling. Im extremely mad about this and I feel as though they are being extremely deceitful about this. I have never returned a phone back to them that the website didn't provide updated information. As of today their website only reflects an rma created, no shipped, delivery, received info at all, makes me feel like they are attempting to remove any instance of this phone and their repair center at all.They OWE ME A PHONE,THEY ARE LYING ABOUT THE PHONE THEY RECEIVED PHOTOS ARE NOT OF MY PHONE!!I WANT MY PHONE

  

  Business Response

  Date: 10/29/2024

  The device was received with physical damage. We have waived the physical damage fee as a one time courtesy and the repaired device is being shipped back to the customer. We consider this matter resolved.

  Customer Answer

  Date: 10/30/2024

   
  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.  However the phone that they claimed they received as being my phone I have told them from the start that was NOT my phone in the photos they provided.  I can prove that as well so not sure why they were trying to claim that as my phone.  Further research into this, I have found that I'm not the first ****** that has had this happen to them with Motorola.  Sad that they do this type of thing.

  New phone was received today and they couldn't even be bothered to put the phone in a box for shipping   

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

• Initial Complaint

  Date:10/16/2024

  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.

  Purchased a Motorola cell phone from *********************************** which was to be expedited shipped to my home. When they eventually dropped the item off at *** for shipment I was told that it would arrive in the middle of my workday and require a signature. When logging into ***, I learned that the shipper, Motorola, would not allow a pre-sign & would charge me extra to change the delivery to my work place. When I called Motorola customer service at **************, I was told that there was nothing that could be done including cancelling the order & that I would have to call back tomorrow. I purchased the phone for another vendor, & in addition to this complaint will be disputing the credit card charge & consider reaching out to other consumer protection agencies.

  

  Business Response

  Date: 10/18/2024

  The shipping terms and conditions were agreed to when the order was placed. We would be unable to change an address when it is out for shipping due to security reasons. As the customer agreed to the terms, there is nothing further we would do as it was shipped to the customer. Below is a link for the terms of sale, to include shipping. We consider this matter resolved.

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

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22433440
  
  I am rejecting this response because: the item was returned but the merchant is deciding to steal from me at this point. I'll let me credit card company aware and will notify government agencies starting with the ***. I will ask if local Congressman can assist with this and how they feel about companies like Motorola stealing from consumers 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/13/2024

  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 purchased a phone online including insurance for $240. The phone was shipped to me but I was not made aware that there was a signature required. The phone was returned to sender. Since then for the last 2 weeks I have utilized agent chat on website, emailed, and called customer service in order to first get the phone shipped again. Then after several attempts with no resolve requested a refund for my order along with a return shipping label for the accessories I purchased in order to refund those items as well. From the date of my first order 9/10/24 to today 10/13/24 I've made no less than 10 attempts with this company to either have the shipment sent again or have a refund processed still with no resolve.

  

  Business Response

  Date: 10/17/2024

  A full refund has been processed for the customer. This can take 3-5 banking days, depending on your bank, to show in your account. We consider this matter resolved.

• Initial Complaint

  Date:10/10/2024

  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.

  This phone won't pair with my devices, and I bought it only five days ago.

  

  Business Response

  Date: 10/28/2024

  The customer purchased the device from *******. We would only be able to provide warranty repair/replacement if the device is having a hardware issue. We would not be providing a refund and the customer would need to go to the point of sale for a refund. The customer can contact us if he chooses to go with a warranty repair/replacement.