Complaints

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

• Initial Complaint

  Date:05/16/2023

  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.

  On January 23rd I paid mobile recell $175 to purchase my used company issued Apple iPad. The conditions of this employee buyback program state that employees can only purchase their own devices. The timeline for shipment was supposed to be approximately 30 days. I had not received my iPad within this timeframe and reached out to customer service. I was told my device would ship soon but I had to contact the company once more and wait approximately two more weeks to receive a device. I was not satisfied because the device I received was not mine and was not in good condition. It had damage from being dropped and its former owner had scribbled their name across the back in Sharpie. I contacted customer service for the third time to express my dissatisfaction and I was issued a refund. I had not asked for a refund and wanted to receive a different device in better condition instead. mobile recell again charged my card for $175 and promised me that I would promptly receive a replacement. That was on April 19th and since then I've been getting the weekly runaround about my order shipping that day, that week, or no later than Monday. Four months into the process I have run out of patience and want to receive a shipping confirmation within the next 48 hours, or I will contact my bank and report the $175 charge to my credit card as fraudulent.

  Business Response

  Date: 05/18/2023

  I am following up to the above referenced complaint number. Please see tracking info that shows the replacement was delivered on 5/18/2023. FEDEX: ************ (proof of delivery attached). We're sorry for any inconvenience this may have caused.

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:03/23/2023

  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 am a pilot for American Airlines. As part of a company iPad buy back program with AA we get to keep our old IPads when we get new ones from the company. In this case I decided to participate. AA sends the old iPads to Mobile Recell to get properly recycled and remove any tracking and data monitoring from the iPad before we get it back. I paid mobile Recell $187.69 on Jan 19th. They received the IPad on Jan 24th. They claim the whole process lasts 4-6 weeks with an average of 30 days before they ship it back. Its been 2 months (8 weeks) I have been in communication with *************************** a Customer Support Manager and even tho he does reply to the email, I keep hearing the same answer it should be shipping out shortly but never does. I believe they misplaced my iPad and I am requesting they provide my iPad or a new one if they did lose it. Worst case scenario I want my money back.

  Business Response

  Date: 04/19/2023

  I am following up to the above referenced complaint number. Please see tracking info that shows it was delivered after the complaint was filed with your office.  564719935538 FEDEX *****************************************************************************************

  ***************************
  VP of Strategic Partnerships
  
  

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:

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

  Regards,

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