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

  10202 E Washington Street Indianapolis, IN 46235

• 

  ecoATM

  6020 E 82nd Street Indianapolis, IN 46250

• 

  Eco Atm/Gazelle

  100 W White Park Dr Nogales, AZ 85621

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:08/07/2025

  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.

  I sold my ******* zflip 4 to this company and they stole my phone,I didn't receive my ****** they promised me ,no emails nor explanations from them a 2 weeks ago.

  

  Business Response

  Date: 08/15/2025

  Hello *******,
  
  Thank you for contacting us regarding your recent transaction. Were truly sorry to hear about your experience and for the delay youve encountered. Our records show that we received your device on 8/1 and began processing shortly after. On 8/6, you reached out for an update, and our support team advised on the estimated processing timeframe. On 8/7, your device was processed at a value higher than your original quoted offer, and your payment was issued by check the same day.We attempted to follow up via voicemail and email confirming that the payment had been processed and mailed to the shipping address you provided. If you have any further questions please contact our customer care team. 

• Initial Complaint

  Date:08/04/2025

  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.

  I placed an order on May 21st and started a return around mid June. I shipped the item out and I believed within a week I'd receive a refund. Fast forward in July I check my bank account and I see that I havent been refunded nor did I receive an email regarding the update on my return. I reach out to customer service and they notify me that my return was lost and I have to fill out a form. I fill out the form and they said they'd get back to me within 7 business days. It's been almost 3 weeks and I still haven't heard back from them. I reached out to customer service again and they still me I have to wait. I've returned the item almost 2 months ago and I am still dealing with this issue.

  

  Business Response

  Date: 08/11/2025

  Hello Sham,
  
  Thank you for contacting us regarding your returned device.We sincerely apologize for the inconvenience and delay youve experienced with your claim. On 7/15, you reached out to request an update on your return status. At that time, we informed you that the return was showing as Return to Sender on 6/26 and emailed you a form to complete. We received the completed form on 7/22, but advised that it needed to be filled out by hand. A valid handwritten form was not received until 8/5. On 8/6, 8/7, 8/8, and 8/11, we attempted to reach out to you by voicemail and email regarding your claim. At this time we have approved your claim and processed the refund. You will receive a refund confirmation email shortly. If you have any questions, please dont hesitate to contact our ************* Team.

• Initial Complaint

  Date:08/01/2025

  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 ******* on ************ in **************** to sell my iPhone 14. Once I put the phone in the machine I choose the option to get paid via ******. The company cancel the transaction and didnt give me a notice.

  

  Business Response

  Date: 08/05/2025

  Hello Mia,
  
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about your experience and understand your frustration. On 8/1, you called to let us know that you had not received your payment. You also informed us that the email used at the time of your transaction was incorrect and requested that the payment be sent to a different ****** account. We advised that we are unable to change the ****** email address used during the transaction. However, we offered to send your payment by check via **** instead, and your claim was escalated to our Finance Team for processing. Were happy to confirm that the check was issued and sent on 8/5 via **** to the verified shipping address provided. If you have any questions or need further assistance, please dont hesitate to reach out to our ************* Team.

• Initial Complaint

  Date:07/30/2025

  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 iPad to Gazelle through their trade-in program. After they assessed the device, they made an offer which I promptly declined, expectingper their stated policythat my iPad would be returned.Despite declining their offer, Gazelle has not returned my iPad. Ive followed up multiple times through their customer service channels, and either receive generic responses or no resolution at all. It has now been over 30 days since I declined the offer, and I still do not have my property back.This behavior is unacceptable and feels like a breach of trust and their own return policy. I am requesting either the immediate return of my iPad in the condition it was sent, or full compensation equivalent to its fair market value. I would also like a formal explanation as to why this has happened.

  

  Business Response

  Date: 08/05/2025

  Hello *******, Thank you for contacting us regarding your recent transaction. Were truly sorry to hear about your experience and understand how frustrating this must have been. We received your device on 6/23, with the device processed on 6/24. On that same day, you declined our revised offer. On 7/14, you called to request an update on the return tracking and asked for your claim to be escalated. Upon review, we found that your device had not yet been returned and escalated the matter to our warehouse team to process and provide tracking. The device was shipped back to you on 7/28, and the tracking number was sent via email. On 7/30, you contacted us to confirm which carrier was used, and we provided that information as it was shipped out via ****. According to the tracking details, the device was delivered on 7/31. We attempted to reach you by phone that day, but the call was unsuccessful with no response, so we followed up with an email confirming the expected delivery date and asked you to reach out if the device was not received. On 7/31, you emailed us to report that the device arrived damaged and included photos showing the condition. We escalated your claim for further review and contacted you on 8/4. Unfortunately, the call was disconnected, so we followed up by email with an offer to provide a prepaid ***** return label so the device can be sent back for payment. At this time, we have not received a response or see any movement of the tracking number showing this was shipped to us. Please contact our ************* Team if you have any questions regarding our resolution. 

  Customer Answer

  Date: 08/07/2025

  Most of what you say is true except for you trying to contacting me by phone. I gave you my cell #. The iPad was shipped back on 8/6. Today is 8/7 and you should have received it by now. I'm waiting for my payment. Thanks.

  

  Business Response

  Date: 08/20/2025

  Hello *******,
  
  Thank you for contacting us regarding your recent transaction. We attempted to reach you at the phone number we had on file, but the call was disconnected. On 8/8, our warehouse confirmed that your device was received, and your claim was then escalated to our Finance team. The payment was processed and sent as a check on 8/12 via ****. If you have any questions or need further assistance, our customer care team will be happy to help.

  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:07/29/2025

  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 July 14, 2025, I attempted to sell my ******* Galaxy Z Fold6 at the ecoATM kiosk located at *************************************** 1-47081 (K: *****) at *************************************************. I had an online quote of $294 for my device, but the kiosk offered only $248.Immediately after the kiosk transaction, I contacted ecoATM customer service. I was on the phone with their representative for 30 minutes and 45 seconds, starting at 8:03 PM PDT. During this call, the representative first instructed me to try another ecoATM kiosk to see if the issue would be resolved.I followed this instruction and went to a second kiosk, but it also offered the lower amount. Upon calling customer service again (I believe it was the same representative), I was then explicitly told to finalize the transaction with the lower kiosk offer, and ecoATM would pay the $46 difference afterward to match the original $294 quote.I proceeded with the sale based entirely on this direct instruction and promise from their employee. My first email to ecoATM attempting to claim the promised difference was sent on Wednesday, July 16, 2025, at 3:40 AM PDT, just two days after the transaction.Despite following their representative's guidance precisely and attempting to resolve this promptly, ecoATM is now refusing to honor this verbal agreement, stating that "all sales are final." This directly contradicts the instructions I was given, which led me to complete the sale under false pretenses. It has now been weeks since this transaction, and the issue remains unresolved.

  

  Business Response

  Date: 08/05/2025

  Hello Many,
  Thank you for contacting us regarding your recent transaction. Were sorry to hear about the difficulties you experienced and understand your frustration. On 7/14, you reached out about an issue using your lock-in promo code at the kiosk. Our agent advised you to try again and take a screenshot of the code in case it didnt work, so we could review and potentially honor it. On 7/20, you informed us that you completed your sale but the code didnt apply, and asked if the additional promo value could still be honored. We escalated your claim for review and followed up on 7/29 requesting the screenshot of your code, which we later found posted on BBB on 7/30. After reviewing the code, we determined it applied to the ******* Galaxy Z Fold6 256GB Other, while your transaction was for a different device capacity. This mismatch caused the promo code to be invalid. We contacted you on 7/30 and offered the price difference as a goodwill resolution, with the option to receive it via check. You requested your device back instead, and we advised wed review and follow up. Weve since contacted you by phone and email on 7/31, 8/1, and 8/4 with the available resolutions proposed. At this time we are awaiting follow up, regarding which you would like to proceed with.  Please contact our support team, as soon as possible to resolve your claim. 

• Initial Complaint

  Date:07/28/2025

  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.

  It's now July 28, 2025 and I want to know where my phone and/or my money is!First: Your machine takes my phone AND my drivers license, which I had to actually ARGUE with the ******* store Manager about because she said "******* doesn't own these machines, so your license stuck in there is something you'll have to deal with the company about." That was definitely NOT going to work because I wasn't going to leave my IDENTIFICATION in that machine, and I wasn't leaving the store without it in my hands, so it was either I live at ******* until someone gets my license out, or someone's going to have to BREAK this asinine machine! Of course I left WITH my identification after the manager found a pair of tweezers and was able to finally get it out of your fully NON-FUNCTIONING machine.Second: On June 27, 2025 You send me an email saying "Your phone has been found and is being shipped ***** One Day Mail to you"Third: On July 14, 2025 you sent me ANOTHER email saying "We don't know where your phone is but we're actively looking for it. The information we sent that your phone had been found and was being shipped to you was shared with you in error".Fourth: On July 18, 2025 you sent ANOTHER email telling me that the phone still hadn't been found and that you were waiting for it to arrive at your warehouse.Fifth: The last correspondence was TEN DAYS AGO as it's now July 28th, 2025!My phone was TAKEN BY YOUR MACHINE MORE THAN A MONTH AGO and it STILL hasn't been found?!!! This is really starting to look like outright theft!

  

  Business Response

  Date: 08/01/2025

  Hello *****,
  Thank you for contacting us regarding your transaction at the kiosk. Were very sorry to hear about your experience and understand how inconvenient and frustrating this situation has been. On 6/21, you reached out from home to report that both your device and ID were stuck in the kiosk. We asked you to return to the location to assist with retrieving your ID and device. Upon your return, the store manager was able to retrieve your ID using tweezers; however, the device could not be recovered at that time. We immediately flagged the device and informed you that we would reach out once it arrived at our warehouse so we could resolve your claim. You followed up by email on 6/27 and again on 7/11 for an update, and we advised that we were still waiting for the device to be delivered to our warehouse. On 7/29, we left a voicemail and sent an email to let you know we were continuing to track your device. Then on 7/31, we reached out again by both voicemail and email to confirm that a payment would be issued for your claim and that a check would be sent out on 8/5. If you do not receive the check by 8/15, please contact us so we can assist further. We sincerely apologize for the delay and inconvenience in processing your claim, but were happy to now be moving forward with a resolution. If you have any additional questions, please dont hesitate to reach out to our ************* Team.

• Initial Complaint

  Date:07/28/2025

  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.

  Complaint Description:Between March and May 2025, our company sent multiple used iPhones to Gazelle (ecoATM, LLC) for resale. The total expected payment was approximately $263, broken down into two checks: one for $143 and another for $120. After numerous delays, Gazelle claimed to have mailed the checks, but they never arrived. We followed up multiple times via phone and email, and the checks were eventually canceled and reissuedonly to be canceled again.After further escalation, Gazelle agreed to issue the payments via ******. However, they mistakenly routed one payment to a non-existent ****** account, requiring us to create a new one to receive the funds. Even after this, the $120 payment was reduced to $56 without clear justification, citing that the phone "did not make calls." We requested the phone be returned.Despite repeated follow-ups, long hold times (including a 50-minute call that was disconnected), and conversations with supervisors, we have still not received the full payment. We were given claim numbers for the payments (C03250944 and C03291562), but the funds have not been deposited as promised.This ongoing issue has caused significant delays and frustration. We are requesting that Gazelle (ecoATM, LLC) fulfill their obligation and issue the full payments owed to us without further delay.

  

  Business Response

  Date: 08/04/2025

  Hello ****,

  Thank you for contacting us regarding your trade-in devices. We truly apologize for the inconvenience and understand how frustrating and time-consuming this experience has been. On 4/16, you informed us that two checks originally mailed on 3/27 had not been received. We quickly issued stop payments and reissued the checks to the address on file. When you reached out again on 5/22, we processed another stop payment on 5/26 and reissued new checks on 5/30. On 6/24, you requested to change your payment method to ******. One of the payments was initially sent to an unrecognized ****** account, and we understand that setting up a new account to receive it was an unexpected and inconvenient step. We sincerely appreciate your patience. You also asked for the device to be returned if payment could not be completed. Unfortunately, the offer had already been accepted with payments processed out, and a return was no longer possible.  After your follow-up on 7/22, we promptly issued another stop payment and successfully processed the payment via ****** on 7/30. Were very sorry for the delays,confusion, and extra effort required on your end to get this resolved. We truly value your patience and feedback, and weve shared your experience with our leadership team to help improve our service. If theres anything else we can assist with, please dont hesitate to contact our ************* Team.

• Initial Complaint

  Date:07/28/2025

  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.

  Around may 18 or 19th 2025 I i sold my iPhone 12 to a ecoatm at the dollar general in ********** NC and was given the option to be paid three venmoe since the machine had no funds. So I opted in to do just. And I never received my funds. I contacted ecoatm in which they said said the funds was deposited and u informed them that I have not received anything. I even have my transaction history to prove it the receptionist told me they had been having problems with venmoe and I shouldn't worry and that was 2 months ago and I still haven't received my money. So now Im without my iPhone 12 and money.

  

  Business Response

  Date: 07/31/2025

  Hello ******, thank you for contacting us regarding your recent transaction. Were sorry to hear about your experience and understand how frustrating this situation can be. On 5/23, you reached out to us regarding your 5/22 transaction, stating that you had not received the payment to your ***** account. At that time, we advised that the payment was showing as pending, and if it was returned, we would be able to reissue it via check. Please note that ***** can take up to 32 days to return any funds to us. On 5/30, you contacted us again to report that the payment still had not gone through to your Venmo account. We advised that the payment was showing as processed to the account information we were provided at the kiosk. On 6/3, you emailed us requesting either the return of your device or the payment. Since the funds were showing processed to the account we were provided, we were unable to return the device. However, we requested confirmation of the phone number attached to your Venmo account to ensure there was no discrepancy with the information you provided to us during the transaction. You replied with the number on 7/15, and we confirmed that it did match the number used in the transaction and that the payment showed as completed successfully.  On 7/28, we followed up with you once more to confirm the payment was processed to the correct Venmo account, in which this would need follow up between the account holder and Venmo. If you have any further questions or concerns, please dont hesitate to contact our ************* Team. 

• Initial Complaint

  Date:07/26/2025

  Type:Sales and Advertising 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 submitted my iPhone 13 to an ecoATM kiosk because the screen was smashed and inaccessible. The machine said it could not read the device and offered no value for it, only the option to dispose of it responsibly. Based on that wording, I trusted that the device would be discarded and not resold.Months later (3AM this morning), I received an email from ecoATM requesting that I unlock the phone proving they repaired and prepared it for resale, despite telling me it would be discarded. This feels deceptive and exploitative. I was led to believe my phone had no value and would be responsibly recycled, only to later find out ecoATM profited from it without notifying or compensating me in any way.The iPhone 13 was barely used prior to the screen damage and cost over $900 when purchased. ecoATM misled me into giving away a valuable device for free. I believe this violates ethical business practices and misrepresents their service.I am seeking a clear explanation of what was done with my device, confirmation that my personal data is secure, and fair compensation based on the phones actual resale value after repair. Im also requesting that ecoATM stop all attempts to unlock the device, which was surrendered under the assumption it would be destroyed, not sold.

  

  Business Response

  Date: 07/31/2025

  Hello *******, thank you for contacting us through BBB. Were sorry to hear about your concerns and any frustration this situation may have caused. We reviewed our records and were unable to locate any prior communication from you via phone or email regarding this matter. When a device is taken to our kiosk the consumer is able to identify the condition and functionality of the device.This will determine the base quote, if one is available, of the device before additional attempts of inspecting the device are completedsuch as when it does not power on or cannot be read by our system during the inspection process. On 7/28, 7/29, and 7/30, we reached out to you by both phone and email requesting that you forward the email you mentioned receiving, as well as to help us locate your transaction details for further review. As of now, we have not received a response. We would appreciate the opportunity to resolve this for you. Please contact our ************* Team at your earliest convenience so we can look further into your concerns

• Initial Complaint

  Date:07/24/2025

  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.

  07/23 4:00 pm I gave my iphone 11 to a ecoatm kiosk and i chose the ****** method to get my money and i still havent received my money at all.

  

  Business Response

  Date: 07/28/2025

  Hello ******,
  
  Thank you for contacting us through the BBB regarding the missing payment for your transaction. We reviewed our records and did not find any previous communication from you via email or phone regarding this matter.Using the information provided in your BBB submission, we were unable to locate a transaction under your name. We contacted you on 7/25 and explained that we could not locate a transaction associated with your information. If someone else completed the transaction, we kindly request that the seller contact us directly so we can assist them in resolving the payment issue. If you have any questions, please feel free to reach out to our ************* Team. We appreciate your patience and understanding.