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:08/23/2025

  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.

  My friend asked me to sell her phone which was an iPhone 15 unlocked $128 GB at the ecoATM at our local ******* on June 17th 2025. I sold the phone to the ecoATM and was supposed to receive $212. Unfortunately and much to my chagrin I only received $100 out of the machine and an email with the payment receipt for $212. After contacting the customer service in regards to my issue I was given a claim number and told that I would receive an email within 7 to 10 business days and I should have a check if decision was favorable sent to the address provided to Eco ATM customer service Within 14 business days. I never received an email from ecoATM within 7 to 10 business days and I never received a check within 14 business days. I needed that money and they refused to provide the money that they shorted me telling me that they denied my claim when I called today Friday August 22nd 2025. I would have called sooner to the customer service to figure out what was going on but I had to locate my claim number and the rest of pertinent information pertaining to my claim. This is highway robbery. I could understand having my claim denied if I was lying but my roommate only received $100 as payment from the machine because that's all I received. I highly doubt that ecoATM even truly and thoroughly investigated because if they had they could have contacted ******* to have them review their cameras see the amount of money that it was tender and that I had been shorted. Now I don't claim to be the best person at counting money but I know that it wasn't $212 that ecoATM gave me. I'm starting to firmly believe that they are a fence company set up to fence stolen property. EcoATM needs to be shut down to eliminate the issue of this Corporation stealing from the populace. I want ecoAtm to give me the $112 they owe me.

  

  Business Response

  Date: 08/29/2025

  Hello ******,
   
  Thank you for contacting us regarding your transaction on 6/16. We are sorry to hear about your experience and the frustration this has caused. On 6/16, you reached out regarding your transaction, stating that you did not receive the full payment. At that time, we advised that your claim would be escalated for review. On 7/18, we reviewed the logs and confirmed that the payout was issued correctly. On 8/22, you contacted us again for an update, and we informed you that the claim was denied since our records show the payment was made in full. You requested to speak with a higher-level agent, and we followed up with you the same day, confirming that the review still showed the payment was issued correctly with no errors. On 8/26, we contacted you again to gather additional details and advised that we would complete a third and final review. During this review, we also noted that you had a previous short-pay claim where a one-time courtesy payment was issued under similar circumstances. After confirming with our technical team, we verified again that this transaction was processed correctly and paid in full with no errors. Regarding the device you mentioned selling on behalf of your friend, our records indicate that you were the individual at the kiosk during the transaction, and we cannot confirm or verify payouts to third parties. For this reason, we are unable to assist with your roommates concerns about only receiving $100. We understand this is not the outcome you were hoping for, but please know that your claim was carefully reviewed multiple times. If you have any additional questions or need further assistance, please dont hesitate to contact our ************* team.
  
  

• Initial Complaint

  Date:08/23/2025

  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.

  I contacted Gazelle online on May 10, 2025 and they submitted an offer of $94 for a like new iPhone 11. They sent me a prepaid **** shipping box and I shipped the device to them. Hearing nothing for weeks, I contacted them via telephone on July 10th. They reported that the **************************** box was opened and that it was empty. They told me that I would need to file a lost/stolen report, which they sent to me. I filled it out online (typed the information), and they reached out and said that the form must be submitted hand written, not typed. I sent that in on July 26, 2025 and as of this writing, have yet to hear from them. There have been numerous complaints also filed on ************** and trust pilot as well. I have also done that. My hope is that Gazelle will do the right thing, but Im not confident. Perhaps my bad experience will prevent others from being taken by such a shady operation like Gazelle.

  

  Business Response

  Date: 08/26/2025

  Hello *******, thank you for contacting us regarding your recent transaction for your Apple iPhone 11.We are sorry to hear about the delay in resolving your claim and appreciate your patience. On 6/27, you contacted us requesting an update on your ********** that time, we advised that the box had arrived empty which prompted us to request the **** of the device. On 7/18 we received the **** and followed up by emailing you a form to complete by hand. On 7/25, we received the form, but it was invalid as it was not filled out by hand. We advised you to resubmit it,and on 7/29 we received your updated form and escalated your claim for review of payment. On 8/26, your claim was approved, and your check will be processed on 8/28. If you have any further questions, please contact our ************* team for further assistance.

• Initial Complaint

  Date:08/21/2025

  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.

  Sold iPhone 14 Pro to this company. Was sent box and return label. We shipped the box and phone back and per **** tracking item was received on August 14th. Contacted business on August 21 because phone still shows as not received on their website. Was told they received an empty box! Which is not true. The phone was packaged and shipped per instructions.

  

  Business Response

  Date: 08/26/2025

  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 8/18, we received your box, however this was received empty with notification sent to you via email. On 8/21, you contacted us, and we requested the **** to help locate the device and verify the make, model, and capacity. On 8/25 we had not received the requested information, which led to us following up via phone. While on the call the **** was provided, with your claim escalated and our affidavit form provided to you via email to be completed by hand. On 8/26, you provided the form, however, this was invalid due to it not being completed by hand. Due to this, we reached back out via email, to have the form completed in full which was received back same day. With the completed documentation received your claim was reviewed further. At this time, your claim has been approved for payment and escalated to our finance team. Payment will be processed on 8/28 as a check and sent via ****. If you have any further questions or concerns please contact our ************* team for assistance.
  

• Initial Complaint

  Date:08/21/2025

  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 sent my 3 iPhones into Gazelle for them to purchase them and pay me out for my devices. I followed their instructions and used the provided ***** shipping label. The item was picked up and delivered to Gazell on July 14th and signed per the signature provided from *****. The company lost my devices and made me fill out a loss affidavit and once I did they have given me the run around for over a month. They wont provide me my items back to me and they will not pay me out for my property. They have just given me the run around and now are requesting me to contact old phone carriers to provide an IMEI number for the phones while they have lost my product and cant produce my items back. I was told by a manager the **** was not needed but now they want me to do a bunch of jumping thru hoops so they can decline my payment and not pay me anything for the items they lost!

  

  Business Response

  Date: 08/26/2025

  Hello *******, 
  
  Thank you for contacting us regarding your transaction for your three devices- iPhone 11 pro max, 15 pro max, and 14 pro max. We understand how frustrating this has been and we sincerely apologize for the inconvenience. On 7/14, 7/17, and 7/23, you reached out via chat for updates on your payment. At that time, our team explained the typical process and time frame for a transaction shipped to our warehouse for inspection and processing. On 7/25, you requested another update, and we advised in order to expedite the process we can escalate to our warehouse team but would request the ****'s of the devices. On 7/28 the warehouse confirmed they had not physically received the devices, based on the transaction details without the ****'s, which initiated our team to provide our affidavit form for further investigation and processing of payment. Within this required document the ****'s and/or serial numbers of the devices are required to allow us to investigate further device details for payment. On 8/04 we received the incomplete document from you as the ****'s were not provided. Due to this we followed up advising on the **** requirement as well as additional details and options on how to obtain this information. Unfortunately, you advised you were unwilling to retrieve this information for us to be able to resolve your claim. On 8/25 we followed up once more via email with the options to retain this information as we want to resolve your claim as soon as possible once all required information is received. If you have any questions please reach out to our customer care team as we will await your completed document. 

  Customer Answer

  Date: 08/26/2025

  I spoke to the manager ***** on July 31st who on a recorded line said he confirmed with the legal team that the ***** were not required and the account was noted this is not needed and payment would be processed with in ***** hours of the affidavit of loss being received. They are now wanting me to track down imeis from past carriers when this is not a requirement for phones being sent to them. I used gazelles prepaid packing sheet and ***** label and it was received via gazelle employee on 7/14 signature upon delivery per ***** I provided to gazelle 

  

  Business Response

  Date: 09/03/2025

  Hello *******,
  Thank you for contacting us regarding your recent claim. We apologize for any miscommunication or confusion you may have experienced. Please note that all claims must go through a final review by our higher-level team before approval. As part of this process,***** are required in order to proceed. Although tracking shows the package as delivered, we had not confirmed receipt of the devices at that time. The ***** are necessary for us to verify the make, model, and storage capacity of the devices and ensure they match what was entered during your original trade-in.On 8/29, we followed up with you regarding the ***** for the three devices. You initially advised that ******** was unable to locate them, and we recommended providing the make, model, capacity, and color to help narrow down the information. Later the same day, you were able to provide the ***** and emailed them to us. On 9/2, we contacted you to request additional documentation regarding your account history of the device which you provided same day. On 9/3, we contacted you again and confirmed that your claim was approved for payment. The payment is scheduled to be processed on 9/4 to your ****** account. If you have any further questions, please dont hesitate to contact our ************* team.

  Customer Answer

  Date: 09/03/2025

  
  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,
  
  ******* Link
  
   
  

• Initial Complaint

  Date:08/16/2025

  Type:Delivery 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 submitting a report regarding my order number which is SHP1000960. I ordered a iPhone 16 Pro Max on the 30th of July, 2025. I was provided a tracking number the next business day but as of August 16, 2025. **** has yet to receive a package from the sender. It has been a full 2-3 weeks with no package when I paid for 5-7 shipping delivery. Upon contacting Gazelle. I emailed and called. I requested them to cancel the order because this is absolutely unacceptable as there is no communication between me or Gazelle. I dont even want the order anymore as who keeps a customer waiting with no solution. I would like my order to be cancelled and refunded back to my card

  

  Business Response

  Date: 08/21/2025

  Hello ***********, 
  Thank you for contacting us regarding your recent order. We understand how frustrating this has been and sincerely apologize for the inconvenience. You placed your order on 7/30, and it was shipped on 7/31 with ****. A tracking number was emailed to you at that time. On 8/14, you reached out requesting an update and also asked to cancel your order since it had not arrived. As the order had already shipped, we were unable to cancel it, but we escalated your claim to the warehouse for confirmation. On 8/18, we followed up with you and confirmed with the warehouse that your order had been shipped on 7/31, though **** had not scanned the package. We then requested that you complete our documentation, which we received on 8/19 for further review. After completing our review, your refund was approved and processed. An email has been sent to the email we have on file for the order. If you have any questions or need additional assistance, please dont hesitate to contact our ************* team.

  Customer Answer

  Date: 08/21/2025

  
  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:08/14/2025

  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.

  On 7/7/25 I received a prepaid shipping label for my I-Phone Pro Max 256 GB. Gazelle (ECOATM) received my phone on 7/11/2025 and after inspection they received my original offer from $404.oo to $302.00. On July 16, I received an email stating that my payment is on the way please allow 7-10 business days. So, on 7/28/25 it made 10 business day, however, I still give it few more days and I contacted customer support on 7/30/25 spoke with *** and on 7/31/25 I spoke with *******. When I spoke with *** on 7/30/25 he said my case will be sent to a supervisor on the escalation team and they will put a stopped payment on the check and reissue a check to be sent via express. On 7/31/25 I wanted to follow up to see if the previous representative escalated by case and confirm that my replacement check will be sent on via express. The representative advised me that I would need to give them a physical address because express payments cant be sent via PO Box so I gave them the physical address. I received an email from manager ******** stating that a stopped payment on the original check was placed and that a payment will be processed for reissue withing 1-3 business days. On 8/5/25 I spoke with ******** I wasnt satisfied with his service so I asked to be transferred to a supervisor and I spoke with **** and she advised me that my replacement payment was sent out on 8/1/25 via postal service (NOT EXPRESS) and please allow 7-10business days to received. I explained to her it was supposed to be sent out via express and that it wasnt fear to me that I have to wait an additional 7-10 *********** 8/14/25 make 10 bus days for the 2nd attempt for my replacement check. I called on 8/14/25 and spoke with **** who said he would escalate my case. I advised **** that they have my phone and I should be compensated the $302.00 I'm owed. He spoke with a supervisor and they said its a delay with **** and I said no its ****** case number is C03309734. Order number PS50349126930

  

  Business Response

  Date: 08/20/2025

  Hello ******, thank you for contacting us regarding your recent transaction. We are truly sorry for the challenges youve faced and the continued difficulty in receiving your check.On 7/22, you reached out to let us know you had not received your payment. We confirmed it had been issued on 7/15 and advised you to contact us again if it had not arrived by 7/29. On 7/30, you followed up, and we immediately escalated your claim to issue a stop payment. On 7/31, we emailed you to confirm the stop payment was in process and that a reissued check would be sent if the original had not been deposited. By 8/1, the original check was confirmed canceled, and a new one was reissued and mailed via ****. That same day, you contacted us to ask if it had been sent express, and we confirmed it was sent through ****. On 8/14, you let us know the replacement still had not arrived. At that time, we advised that we could initiate another stop payment and reissue your payment via ***** Overnight with tracking so you could monitor delivery. On 8/15, we confirmed by both email and voicemail that another stop payment was being processed and that your check would be overnighted as soon as the cancellation was finalized. On 8/19, you contacted us again requesting an update and tracking details, which we provided. We have confirmed that your check is scheduled to be sent on 8/21. If you have any questions or need additional support, please dont hesitate to reach out to our customer care team

  Customer Answer

  Date: 08/23/2025

  
  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. I contacted the business on 8/21/25 and was given a fed overnight tracking number and I received my check on Friday 8/22/25. Even though it took over a month and this was the third attempt to send me my check it find taken care of thanks to ******** the manger and **.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:08/14/2025

  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.

  I went to the kioslocated in the super ******* on 8-6-2025 and place 3 phones in the kiosk and it said I am getting $49 back. $10 for the trouble. I was told on the 6th that I should get my check in 1-2 business days. This took well over 3 hours standing in *******. The supervisor was rude and not empathetic to this situation and made it feel like we were upsetting her and really ****************** Monday 08-11-25 I still hadn't received the check so I contacted customer service again. This representative found my account and let me know it will be mailed out that day. This time the reason is because it was just never mailed and another error on the company so he then proceeds to offer an additional $10 to what was already stated to me ($59). And he could not get it mailed out until Tuesday because that is when ecoatm sends checks out, on Tuesday and Thursday. And the check should not be no more that 3 business days to arrive. I wanted to check on the status of my claim because I have already been told previously that it was mailed out and other lies from this company. I received a reply to day stating the check should go out today and it will be up to 10 business day before it will arrive!! I contact ecoatm today and once I finally got someone on the line after almost ***** minutes. I let them know what the previous **** and supervisor stakiosk message stated to me and that I just want my phones back at this time. I am placed on hold for like 7-8 minutes at at a time to be told that the ecoatm cannot return my phone when a transaction has been made. I let them know a transaction has not taken place yet because I have yet to get my so called check and to send me my phones back. I was then disconnected by the representative. I have now been calling for the last 2 hours and keep getting disconnected. This company is scamming me out of my money. I don't care if it is only $70, it's my money.

  

  Business Response

  Date: 08/21/2025

  Hello *******, thank you for contacting us regarding your recent kiosk transaction. We are truly sorry for the frustration and inconvenience this situation has caused. On 8/6, you reached out regarding a payment of $49 for the three devices you recycled. At that time, we advised that a check would be processed within 23 business days.Unfortunately, because we did not yet have your mailing address, the check could not be processed as expected. We sincerely apologize for this delay. On 8/8, we called and emailed to request your mailing address, and once it was confirmed on 8/11, your claim was escalated to our Finance team. As part of the resolution, additional compensation was added, bringing your total check amount to $60. On 8/14, we confirmed that your check was processed and mailed to you via **** which will require 7-10 business days for delivery. That same day, you let us know you were expecting a higher amount for the devices. After reviewing the transactions, we confirmed that the total was lower than anticipated, and we shared those details with you. We sincerely appreciate your patience and understanding throughout this process and are here to help if you need any further assistance.

• Initial Complaint

  Date:08/12/2025

  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.

  In late June 2025, I got a quote to sell my iPhone 14 to ecoATM, LLC d/b/a Gazelle. I shipped my phone to them for inspection and then To Be paid the quoted amount, and they received it on July 2. That same day, got an email that the quote had been adjusted because they believed that I owe a balance on the phone. I owned that iPhone for last two years and there was no balance (in fact, my account with **** have been closed and Ive never been in collections before). I immediately emailed them to see if they could explain who they believed that I owed the balance to for the phone, and if they could triple check just in case it was a mistake. I got a response that I needed to wait at least 48 hours for them to get back to me. A week had passed and I heard nothing. I emailed them again, and did not hear anything. I got a reminder email to either accept or decline the quote and again I emailed them. On July 17 I got an email from them that they were going to recycle my phone. I immediately called. I spoke with a customer service agent who I believe is located in the ***********, who told me that I need to wait until the following Monday to give an agent time to respond to my email. when Monday had passed, I gave them a call on Wednesday to see if there were any updates. I was given the runaround for hours Eventually, I spoke with a supervisor who said that they had recycled my phone but that they would pay me the initial quote since no one followed up with me after several attempts to either speak with someone via email or phone. The agent said I would receive money via ****** within two business days. After two business days pass and I didnt receive the money I called. Once again, I was given the runaround it was told that a supervisor would contact me. I got an email from a supervisor with my case number saying that I would receive the money shortly. The following day, that same supervisor told me that they were not going to pay me for my phone.

  

  Business Response

  Date: 08/19/2025

  Hello Jade, 
  Thank you for reaching out to us about your recent transaction. We truly apologize for the difficulties youve experienced and appreciate your patience as weve worked through this together. We received your device on July 1th, and it was fully processed the next day. At that time, the device showed as financed, so a lower offer was automatically generated and emailed to you with an explanation. Our system is unable to accommodate payments for financed devices, which will be reflected as $0 in the quote. Since no action was taken within the required timeframe, the system proceeded with the lower offer. On July 22nd, you contacted us to let us know you had not intended for your device to be recycled. By that point, the lower offer had already been processed, and the device was no longer available for reinspection. On July 30th, you requested a review and explained that the device was no longer financed. We then escalated your claim for further review. On August 6th, you asked for a callback regarding payment. Our agent attempted to reach you by phone and followed up with an email. Unfortunately, the agent mistakenly advised that your payment was already accepted instead of confirming the status of your escalated claim. We sincerely apologize for any confusion this caused. On August 13th, your claim was reviewed again, and we confirmed that the **** was no longer financed. Please note that it can sometimes take one to three billing cycles after payoff for a device to update in the system as fully paid. With this updated information, your claim was approved, and your payment is scheduled to be processed on August 19 via ******. If you do not see your payment in your ****** account within 24 hours of August 19th, please dont hesitate to contact our customer care teamwell be happy to assist you further. Thank you again for bringing this to our attention. We value your feedback and appreciate the opportunity to make this right.

• Initial Complaint

  Date:08/10/2025

  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 purchased a used phone online from Gazelle. The phone was advertised as unlocked. I paid $350 for the phone. When I tried to activate it, the phone was, in fact, locked. When I contacted Gazelle, they took no responsibility and they offered no solution. I cannot activate my phone, therefore it is useless.

  

  Business Response

  Date: 08/15/2025

  Hello *****,
  Thank you for reaching out to us regarding your recent order. Were sorry to hear that you were unable to activate your device, and we understand how frustrating this must have been for you. On 8/10, you contacted us about the activation issue with your carrier. It appears there was some miscommunication about the next steps, and you requested that your claim be reviewed again. On 8/11, we completed the review and created a return label so you can send the device back for a full refund. We have called and emailed you to confirm that the return label has been sent. Once we receive and process the device, you will receive an email confirming your refund. If you have any questions or need further assistance, please dont hesitate to contact our ************* Team.

  Customer Answer

  Date: 08/15/2025

  
  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:08/10/2025

  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 iphone 16 plus was stolen on May 18, 2025. I filed a police report. A week later it was located in an EcoAtm based on the find my iphone tracker. I contacted the police but they said they couldnt do much besides ask the workers if they can open the machine, but no one had keys. Then, I called the EcoAtm customer service line. They made me fill out forms and assured me that it will be returned to me once it gets to their warehouse. It has now been 81 days of constant back and forth with them. Later on my phone even tracked it to be at their warehouse but they still never returned anything. They are saying the same thing over and over. Its been past the 60 days that they say they hold the phone for and I have a good feeling that I am never getting my phone back. I have emails of them confirming that my phone is located in their warehouse and I will receive it when found. I would just like my money back for my phone. It was brand new.

  

  Business Response

  Date: 08/21/2025

  Hello *******, thank you for contacting us regarding your missing device. We are truly sorry for the challenges youve experienced and understand how stressful this has been for you. On 5/21 you reached out to our support team to report your missing device,and after receiving the **** from you the same day, we flagged your device in our systems so if received we would follow up with next steps. Between 5/27 and 6/21, we continued communication via social media outlets, email and phone regarding your claim as the device had not been received at our warehouse. On 6/27, you shared tracking information showing the device at our warehouse, and we requested screenshots to assist in our investigation. On 7/21, we let you know the device still had not been recovered and requested any additional details you could provide, including lost-message phone numbers and confirmation of the **** and serial number provided. You promptly provided this information, which allowed us to escalate the search to our warehouse team. On 8/12, we received the screenshots you provided confirming the devices location. With this information, our team was able to successfully locate your device on 8/18. At this time, we have received all required documentation and have processed your device to ship back to you on 8/18. We sincerely appreciate your patience throughout this process. If you have any questions in the meantime, or additional details that may help, please dont hesitate to reach out to our ************* team.