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

  10202 E Washington Street Indianapolis, IN 46235

• 

  ecoATM

  3919 Lafayette Road Eagle Creek, IN 46254

• 

  EcoAtm, LLC

  3060 N National Rd Columbus, IN 47201

• 

  EcoATM LLC

  300 A St Boston, MA 02210-1620

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:01/18/2023

  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 attempted to use the kiosk in the ***** ******* ******* location on 01/16/2023 at 11:30 am. I have attached the kiosk number in a photo. After following the prompts on the screen I was offered $425 for my device. I accepted the offer and entered my information as requested with an error coming up on the screen 4 different times before trying the other payment option which also ended up producing multiple errors. At this point the machine takes my phone inside of it and displays a message that they are embarrassed they couldnt pay me today and to call the number on the kiosk to set up alternative payment. I called and waited on hold for over an hour on 3 separate occasions without speaking to a single person. It continued to put me on hold until it would disconnect itself. I have also sent in two email inquires via the ecoatm website inquiry portal without any confirmation of receipt or any response. I have waited for a response for two days and have not been contacted in regards to the payment owed to me for the sale of my iPhone 13 Pro **** The ******* has me and my Fianc on camera at the ************* stated as well to further verify our attempt to use the kiosk and our time waiting while calling on the phone. I do request that I be contacted immediately by the company to resolve this matter. $425 of food from my families mouths is not a small amount.

  

  Business Response

  Date: 04/26/2023

  Hello,

  Thank you for your feedback! We're very sorry to hear you encountered an issue during your transaction with us.

  If an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo). We are aware of issues that can occur during these types of transactions and our Engineering team is working hard to identify ways to improve the process to avoid payment issues as much as possible. 

  At the time of your transaction, we had a policy that required us to verify with Hyperwallet that a payment had been issued and what the status of that payment was. This in conjunction with our kiosk software logs was the basis for approving payments outside of the system. We have since identified better ways to verify payment issues and escalate a customer's claim for payment in a much more timely manner. 

  In reviewing your claim C02466384, we confirmed that your payment had been returned and we were able to issue you a check for $425. This was sent 2/23/23 via **** and should have arrived within 10 business days.

  If you have any other questions or concerns, please do not hesitate to DM us on social media, email ************************************* or call ************ between 4am and 10pm PST 7 days a week. 

  Thank you!

  Crystal
  Customer Care Manager

• Initial Complaint

  Date:01/15/2023

  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.

  Hi, Please find the picture of how I received my device back from **********************. Damaged with a big Chip in the corner. I am sending 1 picture of the damage and 2 pictures that I took before I sent it to gazelle. It was packaged in the secure ************ you provided so I doesnt seem plausible that it was damaged in transit. Also, gazelle offered me a price saying there were some scratches. and then when I requested a re inspection the offer went way down due to damage. Which means the item became damaged in your care during the time between those two offers. It looks like it was dropped. I will require full compensation. Thank you. SR70266998311 ***********************

  

  Business Response

  Date: 04/26/2023

  Hello,

  Thank you for contacting ecoATM Gazelle. We are very sorry you are dissatisfied with your transaction experience, and that the device was returned damaged. 

  On 11-17-22, we requested a reinspection of the device due to an error in evaluating the model and the initial inspection identifying scratches that had not been seen prior. On 11-26-22, the adjusted offer was declined and the device was returned. Unfortunately, on 12-18-22, it was reported that the device had been returned to you in poor condition. On 12-27-22, a representative advised you that we would need photos of the device as you received it and then we would determine the appropriate next steps. On 1-10-23, a representative made an outbound call to you unsuccessfully but left a voicemail and had notated for next steps, should you reach back out. Later that day, we received and logged your email sent 1-9-23 regarding the lack of solution for the trade-in. 

  The photos of the device were sent to us on 1-27-23, and logged when the email was processed on 2-1-23. We then provided a ***** label for you to ship the damaged item back to us and we would issue your full original trade-in offer of $705 plus additional compensation of $50, for a total of $755 to be paid. The device was delivered to our processing center and checked in on 2-16-23, and payment was issued shortly after. 

  If you have not received this payment by now or have other questions/concerns that we can address, please don't hesitate to reach out to us on ************* email ******************************************************** or call 1-800-Gazelle.

  Thank you!

  Crystal

  Customer Care Manager

   

• Initial Complaint

  Date:01/14/2023

  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 November 6, 2022, I purchased a used iPhone 13 Mini from Gazelle. I activated the phone roughly two weeks later. Gazelle expressly states on the homepage of their website, "We do NOT accept products that have been reported lost or stolen."On Thursday, December 1, 2022, I tried to make a phone call but received a message from my cell phone carrier that my phone service had been suspended and I should contact my carrier. Via online chat with cell phone carrier, I was informed that the phone I had purchased from Gazelle and was now using was a stolen phone, and the phone had been blacklisted by AT&T.I was able to temporarily get phone service back and called Gazelle's customer service to report the issue. I pointed out to the representative that their website states that they don't purchase stolen phones, which is obviously not the case given my situation. As a result of this issue, I returned the phone to Gazelle and was issued a refund for the full amount of the phone.My issue is with their advertising and their process of checking phones that are sold to them. If they continue to have issues where their quality control process CheckMEND (******************************************************************) fails and stolen phones are resold to new consumers that have been "assured" these phones are not stolen, they need to 1) remove the claim that they don't buy lost or stolen items, 2) reword the language on this webpage to more accurately represent the reality that lost or stolen goods may be "accidentally" resold, and most importantly 3) improve their detection of stolen goods and not resell goods until they can ascertain that the items are truly not lost or stolen.I am in favor of reselling refurbished goods, but there must be due diligence in verifying that items are not lost or stolen and truth and transparency in Gazelle's advertising.

  

  Business Response

  Date: 04/26/2023

  Hello,

  Thank you for reaching out to ecoATM Gazelle. We're very sorry to hear about your direct store experience and we appreciate any and all feedback from our consumers. Your feedback has been forwarded to our Legal and Marketing teams regarding the verbiage used, and it will be adjusted as they see fit. 

  We've confirmed the device in question was returned for a full refund, as we unfortunately do not have the capacity to offer exchanges at this time. 

  If you have any other questions or concerns that we can address, please do not hesitate to contact us via social media, email ******************************************************** or call 1-800-Gazelle between 6am and 5pm PST 7 days a week. 

  Thank you!

  Crystal

  Customer Care Manager

• Initial Complaint

  Date:12/30/2022

  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 sold them my phone on November 27 2022 and it is now December 30th and they still have not sent out a check for my phone which in turn means that they have a device that they have not paid me for and they will not send it out immediately they want to wait

  

  Business Response

  Date: 01/03/2023

  Good evening,

  
  Thank you for bringing this to our attention. We understand the frustration the delay of this resolution has caused. Our electronic payment method option at the kiosk is still a work in progress, as we are learning how to work out the various issues that can occur. This has made it difficult to offer resolution on the spot, but we can confirm this issue has been resolved. We have been in communication with the customer via ********* and a payment will be sent via ***** on Wednesday 1/4/2023. The tracking number will be provided to the customer once updated and mailed out on the day of. 

  If there are other questions or concerns that we can address, please do not hesitate to contact us via phone between 6am and 6pm PST Monday through Friday at ************ or email ********************************* and please allow up to 48 hours for a response to be sent. 

  Thank you!

  Crystal

  Manager, Customer Care 

• Initial Complaint

  Date:12/26/2022

  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'm homeless, no job, no money, was needing money for Christmas, went in to sell my iPhone that I love for Christmas money. In the middle of the process the machine closed up on my phone before taking my personal info or giving me my money. I called where they refuse to pay me electronically which they offer, insist that I give an iemi number, fortunately I had it still. So this is day 3 now. Said they would send out my check in 3 more days. I said fine. I'm homeless with no address, so they said they would send it to a ***** store. I said fine, called 3 days later, they told me after going oh that one. That they couldn't send it to that address I had to give them one. So I gave them a family members address. It's been 3 more days, after Christmas now, I'm waiting and call and they say it hasn't been issued yet!! Not for 3 more days!! They have stolen my phone at this point!! I want to press charges if possible or be very well compensated. They are taking advantage of someone down on their luck. I want this known

  

  Business Response

  Date: 12/27/2022

  Good Day!
  
  This is in response to BBB complaint ******** from ****************************  I have confirmed we're working to resolve this issue with the customer under *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

• Initial Complaint

  Date:12/23/2022

  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.

  On 11/28 I ordered a used iphone 8, order #SHP783242, from Gazelle. The value was $100.04. The package arrived on 12/6, partially opened and no phone. I stopped the postal delivery person before he left and asked him to note that the package was opened. It took literally hours on hold to talk to a Gazelle customer service agent. I was told I needed to file a written complaint with them. After a few days, I was then told I needed to file a police report. On 12/14 I sent them the police report. On 12/17 I wrote again asking for an update. They responded saying i would get a reply by 12/21. It is 12/23 and still no reply

  

  Business Response

  Date: 01/03/2023

  Good evening,

  
  Thank you for bringing this to our attention. We are very sorry for the delays experienced during this process to resolve the customer's refund issue, due to the stolen device. 

   

  We acknowledge that there was an administrative error on our end that caused the customer's claim to be delayed in the review process and ultimately, delayed their refund. This message is to confirm the customer was refunded in full on December 27, 2022 for $100.04. 

  If there are other questions or concerns that we can assist with, please do not hesitate to contact us at ************ between 6am and 6pm PST Monday through Friday or email our Specialist team at ********************************** Please note that we ask you allow up to 48 hours for a response as this is not a 24-hour-monitored inbox. 

  Thank you!

  Crystal

  Manager, Customer Care 

  Customer Answer

  Date: 01/03/2023

  
  Better Business Bureau:
  
  I verified and the payment was made as the promised. It was an arduous process and made more difficult than necessary and their customer service was also not very accommodating. But I was finally reimbursed. 

  
  Thank you for your assistance. 

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:12/22/2022

  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 sold 2 phones to my local ecoatm machine, the total I was to receive was $340 but this machine was low on cash and only gave me $140 so a number came up and said to call in which I did. This happened on December 10 2022. The lady I spoke with took all my info and said I would be mailed a check on that next Tuesday which was December 13. I did not hear anything from the company so I started calling and had to leave messages and never got a call back, I have emailed and never got an email back. Finally this past Tuesday I spoke with someone who said checks were suppose to be printed but were not so it would be Wednesday the 21. I called this morning to double check that my check was printed and went out and it was not and the man I spoke with said I would not be getting any money. That is theft. They kept a phone they didnt pay for.

  

  Business Response

  Date: 12/22/2022

  Good Day!
  
  This is in response to BBB complaint ******** from *********************************************  I have confirmed we're working to resolve this issue with the customer under *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

• Initial Complaint

  Date:12/20/2022

  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.

  Purchased an iphone 12 from gazelle Order # SHP760192. It was blacklisted a month after use. I returned it and they received it on November 17th. It has been more than a month and no refund. They keep telling me it wont process to my card. So then they emailed me on dec 14th that they'd send me a check if the refund didn't go through in 2 more days. I have not heard from them since. I just tried to call today and i waited an hour on the phone only to hang up out of frustration. I want the refund fast because the credit card company is charging me interest on this balance. This is not fair to me.

  

  Business Response

  Date: 01/03/2023

  Good evening,

  Thank you for bringing this to our attention. I have confirmed this issue was resolved via claim C02445629. We were not able to refund **************** through our normal electronic refund method, so we had to print a check in our headquarters and it was sent via ****** Tracking 7708-1465-0830 indicates it was delivered successfully. 

  With regards to the long wait times, Black Friday to mid-******* is our busiest season and our small ************* team has been hard at work to provide quality support in an efficient manner to each of our customers via phone, email and social media platforms. 

  If there are further questions or concerns, please do not hesitate to contact us Monday through Friday via phone at ************ between 6am and 6pm PST. 
  

  
  Thank you!

  Crystal

  Manager, *************
  
  

• Initial Complaint

  Date:12/19/2022

  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.

  Recently purchased Pad Pro ****" 3rd Gen **** WiFi + 4G LTE (Unlocked) - Space Gray / Excellent. What arrived was what I would consider something in fair condition. When I called I felt the agent blew me off and scoffed offered me 30 off. The Price difference is 55 from the Excellent to the fair. I even sent pictures outlining the issues. There are no more of this model for sale at this time so I am not able to request an exchange. The iPad that arrived, has a slight bend to it, as well as scratches on the screen, edges, and a bunch around the charging port. That is far from excellent condition.

  

  Business Response

  Date: 12/22/2022

  Good Day!
  
  This is in response to BBB complaint ******** from ************************  I have confirmed we're working to resolve this issue with the customer under *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support

  Customer Answer

  Date: 12/23/2022

  I received one email stating they were offer the request amount. It has been several days since and the credited amount has not be received and have not had any follow up. 

  

  Business Response

  Date: 01/02/2023

  Because of the holidays, payments are processed on 1/4/2023 this week. 

   

  Thank you! 

  Customer Answer

  Date: 01/06/2023

  
  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:12/09/2022

  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 sold my phone to one of their atms last Thursday December 1, 2022 accepted the offer then it took my phone without receiving any money my power was turned off for the weekend had to borrow money from someone with interest expecting to be get my check the following Wednesday because the supervisor I talked to told me theyd overnight it on Tuesday the first day of the week they mail checks out, then something came up on why they didnt mail it out Tuesday so I called talked to someone thats when another supervisor told me theyd over night it Thursday the next day they mail checks out and its 7:40pm now on Friday 12/9/2022 and I get a text from ***** saying Im not getting my check till 12/13/2022 13 days after I was supposed to have cash in hand I couldve sold that phone for more money then $255 if I waited but no I needed the money right then to pay my bills thats why I accepted the offer and no I owe more money on the loan then Im receiving in the mail I want Thai fixed

  

  Business Response

  Date: 12/22/2022

  Good Day!
  
  This is in response to BBB complaint ******** from **************************  I have confirmed we're working to resolve this issue with the customer under *********. Thank you for bringing this response to our attention.
  
  Gazelle, Customer Support