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

  49 W Maryland Street Indianapolis, IN 46225

• 

  EcoATM LLC

  300 A St Boston, MA 02210-1620

• 

  ecoATM

  10202 E Washington Street Indianapolis, IN 46235

• 

  ecoATM

  6020 E 82nd Street Indianapolis, IN 46250

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:09/17/2025

  Type:Sales and Advertising 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.

  Eco ATM is a business that puts out kiosks to buy your old iPhones, there is one at the ******** in ********* SC that took 3 working iPhones from me and did not compensate me, the machine froze up on the third phone. I have tried to make contact with the ecoatm people buy phone and emails they will not reply back or answer the phone. Now I'm out 3 working iPhones that were worth money!

  

  Business Response

  Date: 09/23/2025

  Hello ******,
  Thank you for contacting us regarding your recent transaction. We are sorry to hear about your experience.On 9/18 and 9/19, you reached out by email regarding your transaction and not receiving payment. At that time, we requested transaction details to confirm the information for the three devices. Through your ******************** response, we were able to locate the transaction details and identified that there was an error during the transaction. We attempted to contact you by email and left voicemails on 9/19 and 9/23 requesting your updated mailing address so we can process your approved payment. Please reach out to our ************* team with your updated mailing address so we can complete the payment process.

  Customer Answer

  Date: 09/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:09/17/2025

  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 went to the ********** on ****** Station blvd in a ******* on 09/12/2025. I attempted to sell a IPhone 16 pro max as a last resort to buy groceries for my babies. I went through the whole process only to get to the we are dispensing your money screen and the machine shuts completely down. I didnt receive the money and I couldnt get my device back. I called the police and spoke to ecoatm customer service for over an hour and a half and nothing was able to be done. They claimed I would be issued a check for my device and I have yet to receive anything. Do not use this place, I havent even received a call back as instructed.

  

  Business Response

  Date: 09/19/2025

  Hello ******,
  Thank you for contacting us regarding your payment for your recent transaction. We are sorry to hear about your experience and understand your frustration. On 9/12, you reached out regarding a missing payment for your recycled device. At that time, we advised that your claim would be escalated for further review before payment could be approved. On 9/17, your claim was reviewed, and we identified an error at the kiosk. Your payment was approved the same day. We contacted you on 9/17 to confirm that your payment will be sent out on 9/23 via overnight delivery. We also confirmed your mailing address and advised that you will receive an email with the tracking number once it becomes available. If you have any further questions, please dont hesitate to contact our ************* team.

• Initial Complaint

  Date:09/15/2025

  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 company agreed to send me $166 for purchase of my used Pixel 9 Phone. The phone was sent to and received by Gazelle on June 2nd. I will attach a number of "Chat" sessions I have had with them. In these chats, they acknowledge receipt of phone and that payment will be made.I also have numerous emails from them stating the check is being sent. I never received a check and have gone round and round with them. eEach time they tell. me a new check will be sent but a check is never received. I can send you these email if you wish.I am very disappointed in this comapny and feel they are just hoping I will go away.

  

  Business Response

  Date: 09/19/2025

  Hello ******, thank you for contacting us regarding your recent transaction. We are sorry to hear about your experience and the frustration this has caused. On 6/26, payment was processed to the confirmed shipping address on file with an email sent to you regarding the details. On 7/22, you informed us that you had not received the check. At that time, we reconfirmed the address, advised that it should have arrived by 7/3, and escalated your claim to our Finance team to initiate a stop payment. On 8/1, we notified you that a stop payment was being processed and advised you not to cash the check dated 6/26 if it arrived, as doing so could result in fees.The stop payment was completed, and a new check was reissued on 8/6. On 8/21,you advised us that you had not received the reissued check, so we escalated your claim again for a second stop payment. On 8/25, we notified you that a stop payment was being processed, and the replacement check was reissued on 8/26. On 9/8, you contacted us again, stating that you had still not received the payment. At that time, we confirmed if you would like to receive payment via a different method, and you requested ******. On 9/16, we completed the stop payment and reissued your payment through ******, per your preference.Please allow up to 48 hours for the ****** payment to be processed. If you do not receive it within that timeframe, kindly contact our ************* team for further assistance.

• Initial Complaint

  Date:09/12/2025

  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.

  - Gazelle received my phone in box (PS24069974321) under order SR10177951324 on 8/13 and confirmed receipt.- On 8/13 I was informed my phone had zero value as there was "Unpaid Balance on Financed Device". I called to state that this was incorrect, but was unable to resolve it with the agent and asked to decline the offer and have my device returned.- On 8/13 I received the email stating my offer had been declined, and I would receive tracking shortly thereafter.- Between 8/13 and 9/2 I had multiple follow-ups which culminated in me submitting claim C03335765. At no point did I receive any tracking information, or indication that my device had been shipped as promised.- On 9/3 I was assured this had been escalated to the necessary department.- 9/10 having received no further updates I requested that they either a) provide certified tracking for the return of the mobile phone or b) make payment for the original amount quoted ($251.00).

  

  Business Response

  Date: 09/19/2025

  Hello *******,
  
  Thank you for contacting us regarding your recent transaction. We understand the inconvenience and frustration this situation has caused, and we appreciate your patience as we worked to resolve it. On 8/12, we received your device, and it was inspected on 8/13 resulting in the **** showing financed. On the same day this was requested to decline as you advised the device was paid off, however the **** may take months to have this reflected. On 8/22, you called us requesting an update on the return of your device, and we advised that the claim had been escalated to our warehouse for processing for this return as it was outside of our normal process timeframe. On 9/2, the item was still not processed which resulted in us providing a document to be completed so we could proceed with payment due to the extended time frame.  We received your completed document on 9/3, and the claim was processed for approval on 9/10. During the review, it was determined that there was an error with your device, and unfortunately, we were unable to return it. On 9/15, we contacted you to advise that your claim was approved for payment instead. Your payment has been processed on 9/18 and may take up to 48 hours for completion. If you have any additional questions,please dont hesitate to reach out to our ************* team.
  

• Initial Complaint

  Date:09/04/2025

  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.

  Sent me an email about receiving an additional $50 for selling my iPhone if I removed find my iPhone well I did but it took 30 days but I got an email stating that it didnt matter if it would take ********************************* the promotion and they did not

  

  Business Response

  Date: 09/05/2025

  Hello *****,

  Thank you for contacting us regarding your recent transaction. We are sorry to hear about your experience and understand how frustrating this must have been. On 8/10, you emailed us requesting a post-inspection evaluation of your device that had been recycled, for additional compensation. At that time,we asked you to provide a screenshot of the email you received so we could review further regarding the post drop opportunity. We received your screenshots on 8/21 and escalated your claim for additional review. You advised us that the requirements within the email were completed with an expected completion date of 9/1. On 9/1, you contacted us again to confirm that the requirements were met and requested that we review your claim further. Upon review that same day, we confirmed that you had received a partial payment but not the full amount due to the condition of the device. We escalated your claim once more, and on 9/5, we contacted you to confirm that the feature had been successfully removed and would honor the original offer in full. At that time, we advised that the remainder of your payment would be processed via check on 9/9. If you have any additional questions, please dont hesitate to reach out to our ************* team.

• Initial Complaint

  Date:09/04/2025

  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 lost my phone on 8/1/25 and I was issued a new iPhone 15 through my insurance company. The new phone was mailed out and in the mean team after doing Find my iPhone I was able to locate my phone. I decided to use ECOATM against my better judgement just because using ******************* etc is kind of dangerous now and days. I visited the ECOATM on 8/5/25 and I was give $65.00 and told that because the charging cables were not working that I would have to wait 30 days for my phone to be assed and that I will be given more money via ******. I called on 9/4/25 and was told I would not be given any extra money my phone was defective. That cannot be true because the phone had just came out of the box. I have the insurance information and delivery information to prove that. So I know the phone was not defective when I turned the phone in on that date. ECOATM is a scam and I need to be rewarded the money that is owed to me which is an additional $50-100.00. ECOATM knows the phone was not defective it had just came out of the box 30 minutes before I visited the *** at this point selling the phone to someone else would have been better than getting robbed by this company.

  

  Business Response

  Date: 09/10/2025

  Hello *****, 
  Thank you for contacting us regarding your recent transaction. We are sorry to hear about your experience and understand how frustrating this may have been. On 8/22, you reached out regarding the post-inspection of the device you recycled on 8/6. At that time, we explained that the device had not yet been inspected. You also shared that the device did not plug in during the transaction, and our kiosk prompted you to enter your email to see if the device would qualify for a post-inspection. We advised that the maximum possible payment after reinspection would be $50. On 9/4, you contacted us again since you had not yet received an update on payment. We escalated your claim for further review, as the device still needed a complete inspection. On 9/5, we reviewed your claim and reached out to you on both 9/5 and 9/8 to confirm that your device had been reinspected, approved, and qualified for a post-drop payment since it did power on during reinspection. We then requested your mailing address, which we received on 9/9, and escalated your claim to our Finance team. On the same day, 9/9, we also emailed you to confirm that your payment would be processed on 9/11 and sent ****. If you have any further questions, please dont hesitate to contact our ************* team.

• Initial Complaint

  Date:09/02/2025

  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.

  On August 15th, 2025 between 5:45 and 6p.m., I went to the EcoAtm located in the ******* on ************** in ****** *******. After I hooked up my ******* Galaxy Tab A9+ via the USB-C cable, the door closed and the machine proceeded to check my tablet. After about 2 minutes in the machine, a message appeared telling me there was an issue with checking my device. The door on the machine opened up and I saw that my tablet was wedged inside the machine still attached to the cable under glass. The glass was closed on top pinching the USB-C cable. There was absolutely no way to get my tablet as the glass was locked in place and my tablet was under it. I immediately called customer service while I was standing there and explained everything that happened. She proceeded 3 times to reset the machine remotely but it would not release the glass so I could get my tablet. The *** told me that they would flag my device and would email me once they picked up my tablet from the machine. They never shut the machine down for being out of service. 1 week later after not hearing back from them, I went back to ******* only to see my tablet was gone. I called EcoAtm back to find out if they picked up my tablet. I was told no they did not see it in the warehouse. I want my tablet back or I want them to replace it.

  

  Business Response

  Date: 09/05/2025

  Hello *****, 
   
  Thank you for contacting us regarding your recent transaction. We are sorry to hear about your experience and understand how concerning this must have been. On 8/15, you reached out regarding your tablet being recycled at our kiosk without the device being returned. At that time, we reviewed the logs, which showed an error, and advised that we would flag the device and follow up once it was located. We also requested the **** to assist with the search, though it was not provided at that time. You shared that you went back to the kiosk to try to retrieve the device, and we explained that devices are picked up and sent to our processing center, so it was no longer available at the kiosk. On 9/2, you contacted us again to check the status, and we let you know that we were still working to locate the device. Later that day, we reached out again to request the ****, which you confirmed you would provide. After escalating your claim to our processing team, the device was successfully located. On 9/3, we contacted you to confirm that your device had been found and advised that it would be shipped back to you via *****. Your device was shipped the same day, and an email with the tracking number was sent to you. We reviewed the tracking and confirmed that the package was delivered on 9/5. If you have any further questions or need additional assistance, please dont hesitate to reach out to our ************* team.
  
  

• Initial Complaint

  Date:08/29/2025

  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.

  Hello, my phone was sold to ecoatm by my son which has mental health issues. The phone was brand new and I still owe for it on my plan. *** contacted to company about buying it back. Im being told that my son has to request for it but again he has mental problems. This phone is on our plan. My son did not have the right to ******* son is not gonna be able to contact anyone. I really need to get this phone back as I am still paying for it.. It should have not been bought with a balance still owed on it and under contract with a carrier. This phone was a 16 pro se and sold for $150

  

  Business Response

  Date: 09/04/2025

  Hello ****,
  
  Thank you for contacting us regarding the device that was sold by mistake. We are truly sorry to hear about this situation and want to assure you that we are doing our best to help resolve it. On 8/27, you reached out to let us know that your son sold a device that is still in use and being paid for, and you requested a buyback. At that time, we advised that we would flag the device and escalate the claim for review. We also explained that we would need to speak directly with the seller,since you were not the individual who completed the sale, or alternatively, we would require a police report regarding the device. You shared that you did not wish to file a police report and instead asked that we continue reviewing the buyback option. On 8/28, we requested that the seller contact us directly for approval to discuss the transaction and buyback process with you. The seller did reach out on 8/29, but the call ended before we could complete the discussion and approval. Later that same day, we approved the buyback as a one-time courtesy but this would be pending our discussion with the seller. On 9/4, we spoke with the seller and were given permission to discuss the buyback with you and your husband. At that time, we confirmed that we do not yet have the device, but once it is received, we will contact you with the next steps.If you have any additional questions, please dont hesitate to reach out to our ************* team.

  Customer Answer

  Date: 09/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
    We have also sent a money order that they requested in the amount of ****** as the instructed in an email I received after my son contacted them last Friday. I sent it certified it should be received my 9/9. They requested it to be received by 9/10. We are on vacation and were not able to get to the bank and post office until yesterday. I hope they do what they say they are going to do. 
  thank you for your help. 
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:08/28/2025

  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.

  8/28/25 I went to Ecoatm at ******* on *********** in ********************* The kiosk was freezing causing me to keep taping the start here button which when it finally decides to start the machine up recycle the phone. The company refuses to pay me out even though the machine was glitching and freezing and I can't get the phone back either. It was a red Apple iPhone XR for T-Mobile

  

  Business Response

  Date: 09/03/2025

  Hello Hunter,
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about your experience and apologize for any inconvenience this may have caused. On 8/28, you reached out regarding not receiving payment for your device. After reviewing the logs,our agent confirmed that the transaction was processed as a recycle only option and that no errors occurred during the process. That same day, you also emailed us requesting either payment or the return of your device. We responded to let you know that we are unable to return the device, as all sales are final with this being agreed to upon starting the transaction. On 8/29, we received your drop-off code through the BBB for an Apple iPhone XR 64GB T-Mobile. We reviewed the code alongside your transaction and found that the kiosk recorded your device as not working and noted that it was not plugged in during the transaction, which lowered the offer. Because your drop-off code reflected a working device, it was not able to be honored at the kiosk. We attempted to reach you by phone and email on 8/29, 9/1, and 9/2 to further discuss your claim, and we appreciate your email reply letting us know you were unable to talk at that time. As shared, we have flagged your device for review once it arrives at our facility. Once the review is complete, we will contact you with our findings. If you have any additional questions in the meantime, please dont hesitate to contact our ************* team.

  Customer Answer

  Date: 09/03/2025

  I will wait for them to respond back when they receive it. I have not spoken to them by phone as I want this all in writing. They failed to mention that

• Initial Complaint

  Date:08/27/2025

  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 initiated a transaction with Gazelle to sell my old iPhone. They gave me an offer amount of $174.00. Once I received the box to send to their company, I mailed it out the very next day. I received an email at 11:32am on 8/27/25 indicating they had inspected the phone and my new offer was lowered to $81.00 because it wouldn't maintain a charge. I accepted the offer. I received another email at 1:30pm on 8/27/25 confirming the $81.00 offer acceptance. I then received another email at 2:32pm on 8/27/25 saying the box had arrived at Gazelle and they would unpack it and prepare for inspection. The customer service department told me the emails were probably just out of order. They will not let me rescind my acceptance of $81.00 nor have the phone returned to me.

  

  Business Response

  Date: 08/29/2025

  Hello ****,
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about the frustration this has caused and want to provide you with a clear update. On 8/27, we received and processed your device the same day. You also contacted us that day regarding confusion about the order of the emails you received. Since everything was processed the same day, the emails may have appeared out of order, but they were all sent on 8/27. Your device was given a lower offer due to its inability to hold a charge and visible scratches. You accepted the revised offer on 8/27, and your check was issued the same day. You later requested a re-evaluation of the device, but we explained that once an offer is accepted, were unable to reinspect the device. However, on 8/28, we followed up with the warehouse and obtained photos of the device along with updated details regarding the battery status. On 8/29, we contacted you again,confirmed that the battery health did not meet passing standards, and shared the photos with you. After reviewing the photos you provided, we offered an additional compensation for the discrepancy regarding the scratches. Weve confirmed that this additional payment will be sent out by check on 9/4. If you have any further questions, please dont hesitate to reach out to our ************* team.

  Customer Answer

  Date: 08/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********