Complaints

This profile includes complaints for EcoATM LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EcoATM LLC

  10121 Barnes Canyon Rd San Diego, CA 92121-2725

  
• 

  EcoATM LLC

  300 A St Boston, MA 02210-1620

• 

  ecoATM

  3919 Lafayette Road Eagle Creek, IN 46254

• 

  ecoATM

  10202 E Washington Street Indianapolis, IN 46235

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  ecoATM

  49 W Maryland Street Indianapolis, IN 46225

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:07/22/2025

  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.

  Dear Better Business Bureau,I am submitting a formal complaint against Gazelle (a division of ecoATM, LLC) regarding a serious issue with a recent iPhone trade-in.On 06/14, I shipped my iPhone 15 to Gazelle using their prepaid shipping label and packaging. I personally packed the device securely in the box and dropped it off at ****, retaining the tracking number ********************** The Gazelle claim number is C03302746 The Gazelle order number is PS89881499244 Gazelle confirmed receipt of the package but later claimed that the phone was not in the box. This is incorrect I am absolutely certain that the phone was included in the package. I believe the phone may have been lost, mishandled, or stolen either during transit or during Gazelles intake process.I have contacted Gazelle customer service and provided the relevant details. However, they have refused to acknowledge responsibility or offer compensation. I am now left without my device and without payment.I am requesting that Gazelle:Conduct a full investigation into their intake process for this shipment Review any available surveillance footage Provide a resolution or reimbursement for the lost phone I would appreciate your assistance in facilitating a fair resolution to this matter.Sincerely,

  

  Business Response

  Date: 07/25/2025

  Hello Gal,
  Thank you for contacting us regarding your recent transaction. We understand how frustrating this process can be and sincerely apologize for the inconvenience. Your box arrived at our warehouse on 7/8, and upon inspection, we found that it was empty. When you contacted us on 7/11 for an update, we informed you of this and requested the devices IMEI number, which you provided the same day. Your claim was then escalated to our warehouse team to determine if the device may have arrived separately from the box. On 7/14, the warehouse confirmed that the device did not arrive and that the box was indeed empty. You followed up on 7/15 for an update, as your claim was still pending. On 7/20, you contacted us again requesting a resolution, and we advised you that the device had not been received. We also emailed you a form to complete, which you returned on 7/22. Your claim was escalated for further review the same day. On 7/22, we reviewed your claim and reached out by voicemail and email requesting a screenshot of your iCloud account, as the device still showed that Find My iPhone was enabled. On 7/24,you called us back to confirm that the device had been removed from your iCloud account. On 7/25, we approved your claim for payment and notified you via email. Your payment will be processed on 7/29 and sent to you in the form of an Amazon code via email. If you have any further questions, please don't hesitate to contact our ************* Team.

• Initial Complaint

  Date:07/21/2025

  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.

  I traded in three phones and the machine froze up before dispensing any money. I waited by the machine for at least 45 minutes while on trying to get someone at the support line even after I left I continued to wait on hold for over three hours and still no one everanswered. I couldnt wait on hold any longer so I went ahead and tried emailing the support multiple times. At first, they told me that they were still waiting on the devices, but then after calling them one of the representatives tried telling me I was paid for two of the devices and they would send me a check for the one that I was not paid for, however, all three devices were sold in the same transaction and I never received any payout for any of the devices because the machine froze up and restart without ever dispensing any money. After calling multiple times I finally got someone who was able to see that I never received any money and said he would send over a request to the financial department to get me a check out right away he even said he would round the check up to $320 for all the inconvenience I had to go through. After two weeks of not receiving a check, I tried calling again and the person that answered said that a check was never sent, and that I was paid for the devices. Im not sure whats going on or who I can reach out to at this point, but they have three of my devices and owe me $302

  

  Business Response

  Date: 07/25/2025

  Hello ****,
  Thank you for contacting us regarding your recent transaction at our kiosk. Were sorry to hear about your experience and understand how frustrating this has been. On 5/3, you reached out to us via email regarding the three devices you recycled with us on 5/1, stating that you had not received payment. We requested your transaction details to investigate further. You provided this information on 5/6, and your claim was escalated for review. On 5/12, our team completed the initial review and confirmed that payment had been made for two of the devices. The third device in your transaction was flagged for further investigation, and we notified you by email that we were working to locate it. You followed up with additional emails on 5/17, 5/18, and 5/19 requesting full payment for all devices. You also contacted us again on 6/10, 6/12 and 6/16 asking for another review and providing details about your transaction experience. On 7/22, our team completed a final review and identified a technical issue affecting your claim. As a result, your payment was approved on 7/22, and we confirmed via email that your check was sent by **** on 7/24. If you have any further questions, please dont hesitate to contact our ************* Team. We truly appreciate your patience and understanding throughout this process.
  
  

• Initial Complaint

  Date:07/18/2025

  Type:Customer Service 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.

  Using the ecoatm on ***************. It kept my id. Spent six hours with customer service. Will miss work. They wanna give me ten dollars. They do business out of **********. They have an option to mail but it's not realistic. They don't have service sub contractors for the machines. The customer service is clearly outsourced. There was no resolution and there sending a check I can't cash without an id?????. It **** weekend. This is horrible.

  

  Business Response

  Date: 07/24/2025

  Hello *******, thank you for contacting us regarding your recent transaction. We sincerely apologize for the inconvenience and frustration this may have caused. On 7/18, you reached out about your ** being stuck in the kiosk. We attempted to work with the store manager to retrieve your **, but were unfortunately unsuccessful. Upon review,we found that the ** was manually shoved into the reader rather than allowing the reader to pull it in, which caused the kiosk to malfunction. We advised that the ** may take up to 45 days to be returned to our headquarters and offered compensation to resolve your claim, which you accepted. On 7/21, we identified an error in the original amount and promptly updated it. We then contacted you by phone and email with the revised amount and confirmed that your check will be sent on 7/24. If you do not receive the check by 8/7, please reach out to our team for further assistance. If you have any questions in the meantime, feel free to contact our ************* Team.

• Initial Complaint

  Date:07/16/2025

  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 sent Gazelle my iPhone 15 Pro Max 256GB (Unlocked) after getting an initial offer of $573. The phone was in excellent shape always in a case, screen protector on since day one, no scratches, and battery health was good. Zero issues with charging or performance.Once they received it, they suddenly dropped the offer to $304, claiming the phone "does not consistently hold a charge" and has "more than the acceptable amount of scratches." Thats just not true. I take really good care of my devices, and this one was no ************ honestly feels like a bait and switch. They give you a good offer upfront, then once they have your phone, they lowball you with made-up excuses. Ive rejected the new offer and asked for my phone back.Just wanted to post this to warn others be careful with Gazelle. Based on my experience, it seems like they do this to a lot of people.

  

  Business Response

  Date: 07/18/2025

  Hello *******, 
  
  Thank you for contacting us regarding your recent transaction. We understand that this situation can be frustrating and appreciate your concerns. We received your device on 7/16 and notified you via email that it had visible scratches and was not holding a charge, which lowered the quoted amount. You declined the revised offer and requested that the device be returned. Upon review, we did not find any emails or phone calls from you requesting a reinspection. However, on 7/17, we proactively reached out to our warehouse team to reinspect the device before processing the return. Following the reinspection, they confirmed that the device was able to charge properly and determined that the initial charging issue was due to a faulty cable. As a result, were pleased to confirm that you were paid the full trade-in value of $573. We also sent you an email and left a voicemail on 7/17 to inform you that the device had been reprocessed and approved for full payment. You contacted us later that day, and we confirmed that the payment would be available for you to claim in your ****** account within 24 hours. As of 7/18, **** confirmed that the payment was successfully claimed. We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout the process. If you have any further questions, please dont hesitate to contact our ************* Team.

  Customer Answer

  Date: 07/18/2025

  Thank you for your professional response. I appreciate it and hope that in the future, Gazelle evaluates devices more carefully so issues like this dont happen and customers dont feel like theyre being ripped off.
  

• Initial Complaint

  Date:07/14/2025

  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.

  I had used the eco atm in the past to sell one of my very all phones and try sell another that was gifted to me by a friend was I was going through domestic violence, somehow other phones were also sold by who apparently was me and its very frustrating and embarrassing because it looks like I did it because there is a picture and my license attached to every single transaction, Im very concerned about the situation because I cant believe this is happening to me, knowing that it looks like I did it but I actually didnt do it makes so angry. Why would I go there to sale a phone that apparently stole when I know that they need my id and would take a picture of my face, but somehow they have a picture of me and my license.

  

  Business Response

  Date: 07/18/2025

  Hello ***, thank you for contacting us regarding your concern about your ID usage at the kiosk. When using an ecoATM, a valid ID is required and is scanned and reviewed by our team of live online attendants, who verify it against multiple photos taken of the seller at the kiosk per transaction. This identification process is necessary to confirm the identity of the person selling a device each time. We searched our system using the limited information we were provided but were unable to locate any records of a transaction, call, or email from you. To assist you further, weve reached out via phone and email on 7/15, 7/16, and 7/17 to request additional information so we can help locate your transaction and address your concerns. We look forward to hearing from you. Please contact our ************* Team so we can assist you further.

• Initial Complaint

  Date:07/14/2025

  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.

  I was promised by the Eco ATM they was gonna buy my iPhone 16 Pro for $344 cash. I spent $15 on an **** to go tothe Kroger the nearest to my mothers home OK once I got there it basically wasted like 15 to 20 minutes of my time at the Eco ATM basicallyoffered me my *********************************************************** that there wasnt gonna buy my phone and wasted my Time And money

  

  Business Response

  Date: 07/18/2025

  Hello ******, thank you for contacting us regarding your recent experience. At this time, with the information we were provided, we were unable to locate any prior calls from you regarding the transaction in question. On 7/15, we emailed you requesting additional information such as the device **** or transaction details to better assist but did not receive any follow up. On 7/16 we contacted via phone to gather further details including the **** of the device you attempted to sell but you advised that you no longer have the **** or the device, as it was sold elsewhere. While reviewing your personal history of transactions at the kiosk and claims, we did locate a missing device claim where a device **** was flagged and returned back to you as the owner. As well as a previous transaction for the same model referenced and amount that was rejected. As we explained, once a device is sold to us and flagged in our system as missing, it cannot be sold again through our kiosks. You mentioned that the device you attempted to sell was not the same one being referenced. If you believe this is an error or you are able to retrieve the **** of the device for us to further review you may contact our ************* Team for assistance.

• Initial Complaint

  Date:07/14/2025

  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.

  The ecoatm on starr and ************* in ****** **** took my driver's license. They said they'd send a check to replace the license for 50 dollars but management changed the amount to 25 before disbursement. After cashing it I only had 20 dollars and that's not paying for a new license in **** I can't run errands because they won't fix the problem they've created.

  

  Business Response

  Date: 07/16/2025

  Hello *******,
  
  Thank you for contacting us regarding your recent experience with your ID at the kiosk. We understand how frustrating this situation can be and appreciate your patience throughout the process. You first reached out on 7/21 regarding your ID becoming stuck in the kiosk. We offered compensation, which you accepted. The initial check was confirmed as sent on 6/26; however, you later informed us that the amount received was lower than what was originally promised. On 7/16, we contacted you to address this and offered the additional amount that had been previously discussed. You accepted the updated offer, and we confirmed that the new check will be sent out via **** on 7/22. If you have any further questions or need assistance, please dont hesitate to contact our ************* Team.
  
  

• Initial Complaint

  Date:07/11/2025

  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.

  I put my phone in and it offered money but the machine froze and it kept my phone and did not pay for it when I tried to contact them I waited for an hr for someone to finally answer which was another hr after that in which they couldn't help me. Ice contacted them at least 3 more times since then and that's 2 hrs each time. I don't have time like that. I want my phone back or the amount it offered for it.

  

  Business Response

  Date: 07/16/2025

  Hello *******, thank you for contacting us regarding your recent transaction. On 6/16 you contacted us regarding a transaction that took place on either 6/14 or 6/15 involving a ******* Galaxy S22 as you were unsure of the date. You advised that the device was accepted by the kiosk, but no payment was received. We requested the **** of the device so we could flag the device and/or locate a transaction to resolve your claim, but you mentioned you were unable to provide it since the phone was purchased from ******** Marketplace. On 6/17, you followed up to confirm you still could not obtain the **** in which we advised that we were unable to locate a transaction for a ******* Galaxy S22 on 6/14 or 6/15 based on the minimal information we had. On 6/18, you contacted us again and mentioned that you had seen a $68 quote online and believed that would be the same at the kiosk but no confirmation. You also noted you were unsure of the actual device model and without the **** we were unable to verify device details. We confirmed the kiosk you visited was correct and you had then stated the device was a ******* Galaxy S9. We explained that the kiosk quote for this model was $10, although you stated you had been offered $28. While continuing to investigate your claim with the limited information we were provided, our team was able to follow up on 7/11 via phone and email with a resolution update and asked that you contact us back. You returned our call later that day but declined our offer and requested a higher payment without providing any further device details. We again requested the **** to verify the device, locate the specific transaction, but you confirmed you were still unable to provide it. You called us back on 7/12 and accepted the resolution offer, which we advised that the payment would be issued by check on 7/15. If you have any additional questions, feel free to reach out to our customer care team.

• Initial Complaint

  Date:07/08/2025

  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.

  Jun 20th I sent 3 phones to ecoATM/Gazelle after they had quoted me a price giving them my ****** account. When they finally checked them in as received 10 days later, they then lowered the price on all 3 phones, the two oldest phones about 1/2 so I accepted the offers 6/30 but I had almost new S24 the quoted at $312 then countered with $64?! Back on their website they offer me the same $312...Total bait and switch move so I politely declined their counter offer and asked for the phone to be return. Well July 2nd when they sent me tracking number and it is still at their facility as of July 8th. On top of that I have not been paid for other two phones and no one seems to have a clue there what is going on!? I have called their foreign country customer service a dozen times trying to get some resolution but every time I call I have to start the whole process of what/why/when/how, its a hour each time waiting on hold and back and forth and this is being escalated and I would be contact in hour or email. Once I hang up I have received a reply or follow up. They have wasted my time and at this point have stolen my property....the last call to customer service they said the same thing so I asked them just to cancel all orders and send all my phones, all she said was that she would note it, WTF? She was blatantly ignoring that I wanted my property back. I have never received a help desk ticket so I and they can track this problem. I would like my property returned if I am not going be compensated. And I would like to talk to someone in the American office/facility where my property is at. As of now my only recourse is to call the local authorities in ********* or ********** or ***** (somewhere).I feel like this a giant scam and they just keep giving you the run around until you give up and they just steal from you because they are not local to you. Its ridiculous and I knew I should have stuck with Amazon and that Gazelle high offer was too good to be a real offer.

  

  Business Response

  Date: 07/14/2025

  Hello *********, thank you for contacting us regarding your recent trade-ins. Were sorry to hear about your experience and understand how frustrating this process may have been. We received trade-in SR99095103164 for an Apple iPhone SE (3rd Generation) 128GB (Unlocked) on 6/27, which was processed on 6/30. Upon inspection, the device was found to be a 64GB model instead of 128GB and had a cracked screen, which lowered the quoted amount. You were notified of the revised offer on 6/30 and accepted it the same day. We also received SR57041577097 for an Apple iPhone 15 Pro Max 512GB (Unlocked) on 6/27, which was processed on 6/30. The device was identified as an Apple iPhone 14 128GB (AT&T), and it did not power on or allow phone calls. As a result, the quote was adjusted, and you accepted the revised offer on 6/30. For SR29852916228, a ******* Galaxy S24 128GB (Unlocked), processed on 6/30, the inspection showed the original carrier was T-Mobile and that the device had missing buttons, which impacted the value. You declined the revised offer on 6/30, and the device was returned to you on 7/2. We emailed you the return tracking number for your reference. On 7/3 and 7/7, you contacted us regarding the status of your payment. Upon review, we identified an internal error and escalated the matter to our Finance team for resolution. You also requested to have your devices returned; however, once an offer is accepted, we are unable to retrieve and return the device per our standard policy. As of 7/10, we reviewed your claim and confirmed that payment for two of your trade-ins was successfully issued to your ****** account on 7/9. On 7/11 and 7/14 we attempted to reach out to confirm the tracking information provided previously via email was received for your returned device. If you have any additional questions or need further support, please dont hesitate to contact our ************* Team. 

• Initial Complaint

  Date:07/06/2025

  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.

  My phone was stolen - and then sold at an ecoATM. ******* acknowledged that they had received the phone - and requested all the ownership verification as well as claim affidavit and copy of my drivers license. After I sent the info requested, they told me that it had already been "recycled" and told me to contact law enforcement to get directions on how to seek restitution from the seller involved. The seller obviously lied so how am I supposed to get anything from them?! The phone was locked when it was lost. This company purchased a stolen phone and acknowledged it - and want to push responsibility off on someone else. They have zero intentions of replacing my iphone 14 that was like new condition.

  

  Business Response

  Date: 07/09/2025

  Hello ******, thank you for contacting us regarding your missing device. Were very sorry to hear about your experience and understand how concerning this can be. On 6/14, you reached out to inquire about your husband's missing device from April and asked whether it may have been sold to us. We requested the **** number along with a completed verification form to flag in our systems. On 6/27, we received an email from you without the form attached or requested details but were later provided the **** that same day. On 7/1 you contacted us for an update, and we informed you that the device had been sold to us on 4/21/2025 and had already been recycled prior to your inquiry. Unfortunately, by the time of the initial contact, the device had already gone through our standard recycling process and could not be recovered. We reviewed the device history and confirmed that no lost mode message was present at the time of processing. Had such a message been displayed, we would have attempted to contact the number shown on the device. As previously advised, we recommend pursuing restitution directly with the law enforcement as we will provide law enforcement with all transaction details and the sellers information to assist with any investigation. Thank you again for your patience and understanding. If you have any further questions or need additional assistance, please dont hesitate to contact our ************* Team.

  Customer Answer

  Date: 07/09/2025

  The phone was stolen 4/15/25 and we immediately called ******* Wireless (I can get proof of that) and told us to mark it lost on ******. It had us put a note in so if the phone was turned on and connected to any online service then it would state that it was lost and to call the phone number. It was locked. It is still connected to our apple ID - so it has NOT been verified clear. My husband has now started getting threatening messages from random numbers (now that you sold it) and telling him he needs to remove it from findmy as its going to be sold on the black market and that all our data and information will be sent on the black market as well. So, your company did NOT verify the phone was clear. The phone will NOT be removed from our ***** account. Your company has admitted that YOU sold it - so now I will be contacting my lawyer and get restitution from YOUR company - as you are now admitting to being the seller. 

  

  Business Response

  Date: 07/18/2025

  Hello ******, 
   
  We understand how frustrating this situation may be and appreciate your patience. We attempted to contact you on 7/11, 7/15, 7/16, and 7/17 to request additional information regarding the stolen device, but we have not received a response. After reviewing the device history, we confirmed that there was no lost mode message present at the time of processing. If a lost mode message had been displayed, our team would have attempted to contact the number shown on the device. As previously advised, we recommend pursuing restitution through your local law enforcement agency. We are committed to assisting with any investigation and will provide authorities with the full transaction details and seller information upon request. If you have any further questions or need additional assistance, please dont hesitate to contact our ************* Team.