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Business Profile

Cell Phone Repair

Direct Unlocks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Repair.

This business has 2 alerts

Complaints

Customer Complaints Summary

  • 230 total complaints in the last 3 years.
  • 105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/28/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Scammers.
    Get you to pay $28.00, then say it was only an "evaluation" fee - asking for another $50.00

  • Initial Complaint

    Date:07/16/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Initially paid $49.99 to verify IMEI is unlockable. Then paid $68 for unlock after 36 hours. Got message from. Support that its not unlockable and they can't refund my money as it against company policy. Just scaming people with false advertising and fake Initial reports. Got screen shot of there first response, where its stated its clean and unlockable.

  • Initial Complaint

    Date:07/14/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 my phone unlocked by **** last year but after I reset the device I was asked to unlock again. I requested the unlock to **** and was approved but had to wait for the pin code to come back. Since I needed the phone unlocked immediately, I searched for these unlock services. Found this DirectUnlocks that was offering 20% discount and immediate unlock for $24.99.

    I hired the service on 7/13/25 at 12:15 AM, and my first red flag was when instead of the promotional price of $24.99 I was charged full price of $28.99. Again, I wanted it ASAP so I paid for that. I was also offered a $3 evaluation option to see if the device was unlockable, but why hire that if I already knew that **** approved the unlock of my device? A device that I had for 3 years and was fully paid.

    But 5 minutes later, instead of getting the device unlock codes, this scam service said that the initial fee was only to check if the device could be unlocked and now they are requesting $76 more to apparently unlock the device. Why would anybody pay more than $100 to unlock a $100 old device?

    When I saw that, I requested the refund of my money as they did not fulfill the unlock service they were hired for. And the response was that they converted the initial payment to an evaluation fee and included a new fee of $76. And refused to refund the money. All of this, without my consent. I hired the immediate unlock of my phone, not any evaluation whatsoever.

    I refuse to pay any more money to these people and want the full refund of my money as I don't fall in any of the non-eligibility for refund terms.

  • Initial Complaint

    Date:07/14/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 company uses bait and switch techniques to lure customers in. They also charged for a service to unlock a phone that was already unlocked. They tried to make it look like they were unlocking a phone but the phone was already unlocked. They should have seen this and not charged for z service they never provided.

  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 started payments on may 7 2025! Since that day I’ve paid $241.95. I or goal paid $30 to see if my phone could be unlocked. It could so I paid $80 to get it unlocked. Then they inform me I have to have premium service so was another $125 or so to be unlocked within 24 hours. However it’s been 2 months and all they can say is no refund it’s almost done.

  • Initial Complaint

    Date:06/30/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 on June seventh it was a ten day period for the unlock process rolled over to twelve days I got angry began using profanity the sssured me if it doesn’t unlock with in the next 48 on June 19th that they’d refund me. I haven’t gotten a refund or a reply since then

  • Initial Complaint

    Date:06/26/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 a negative experience with Direct Unlock services, they are misleading on pricing and unsuccessful at unlocks.
    There are
    • Hidden Fees and Bait-and-Switch Tactics:
    I was initially charged a lower fee (around $25 USD) for a seemingly instant unlock service, only to find out this was just for an eligibility check. To actually unlock the device, an additional, often higher, fee is required, $68. This practice is a deceptive tactic.
    • I had a Failed Unlock and Refund Issues: despite paying the required fees, Direct Unlocks failed to unlock my device. When requesting a refund, I was met with resistance, being offered only store credit rather than a full refund.
    • Delays and Poor Communication: I also had delay in the unlocking process, waiting months for a promised unlock code. Communication with customer support is repetitive, with representatives providing canned responses.
    Overall, Direct Unlocks is unreliable and potentially fraudulent. The company uses clever wording to mislead users into believing the initial fee is for the full unlocking service
    What they show you on your account page will say one thing and the communication with them directly will say a whole other thing. Of dealing with them take screenshots of everything because I was promised and guaranteed an unlock was imminent and then it never happened. They real people in and do not have any evidence of ever did anything for you but request more money with more promises of how close you are to an unlock. It is all a lie!

  • Initial Complaint

    Date:06/25/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 company showed a quote for $28.99 to unlock your phone. Once you pay, they immediately require that you pay another $101 to unlock your phone. Even after I made the second payment, they refuse to unlock my phone. The unlock status has shown at 99% with "imminent" unlocking for 4 weeks by now. Each time I try to contact the "live support" the chatbot gives me the same runaround response that they're looking into the issue. But every chat response is the same as the one before it. At this point I've come to terms with being scammed by the classic bait and switch. I need to caution others so they don't fall for the same scam.

  • Initial Complaint

    Date:06/16/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 March 13, 2025, I purchased an unlock code for my ******* phone that is network locked. The total cost was $130.99. Once the code is received, we enter it into the phone. IF the code doesn't work, they will then, and only then, issue a refund. Well it is June 14th, and they still have not issued me a code. They are saying that it's at 99% and will be ready imminent.....but like I said, this was over 3 months ago, and it's been at 99% since day one. I have asked MANY times for my money back, but they keep giving me the exact same response, as if it is a robot. On April 7, 2025, they offered me an in-store credit, for $130.99. But they will not give me my money. They will not give me a code, because it won't work, so then they will have to refund me. So instead, drag this out for months on end, wasting my time and money. All I want is my money back. I do not have another device to unlock, and will never have one. I just want what is mine. I've waited long enough.

  • Initial Complaint

    Date:06/11/2025

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 6/10, I paid $24.99 for a service that I believed was unlocking a cell phone. However, after paying the fee, I was asked for an additional payment. Basic Internet research revealed I am not the only person who has fallen for this scam. I am surprised that ********** ** ***** allows this company to use their brand's payment processing technology. After all, the marketing material on their site clearly outlines only three steps, which lead you to think that there is a one time payment after which services are rendered. This is a classic bait and switch tactic.

Direct Unlocks is NOT a BBB Accredited Business.

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