Complaints
This profile includes complaints for EcoATM LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 625 total complaints in the last 3 years.
- 188 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/07/2022
Type: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 company website to sell my phone and put in the model of my phone, I was told that my phone was worth $355.00. I accepted their offer, when they received the phone they tried to claim that the phone was a different phone model and was only worth $105. .I contacted them via their **** number to try to resolve and offered to send original of purchase receipt and original box with IMEI to show that the phone is exactly what I claimed. They told me they are not interested the phone is not what I claimed originally. If they had not provided such an inflated offer I would have sold the phone to other parties for a higher amount than $105.00
Business Response
Date: 12/08/2022
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 SupportCustomer Answer
Date: 12/08/2022
the company will not honor their original offer. I am in the process of having the phone returned to me, I find their suggestion of this as a resolution unsatisfactory for the following reason, I have stated that I have proof, which I provided to the BBB that my phone is in fact an unlocked ******* S21 Ultra 5g 128gb. ******* made me an offer to buy the phone based on that fact and I agreed to sell them the phone. The company refused to view this proof or honor the offer they made. I feel the company acted dishonestly in making an offer and then trying to come back with a Verifiably untrue claim and low ball me.Initial Complaint
Date:12/05/2022
Type: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.
They are holding funds and refuse to send them to me! Been calling for weeks and they told me a check was coming then weeks later they say it isnt and they keep trying to send my funds to a bank account that Ive given them proof of that i can not access. One representative was rude and she actually hung up the phone in my face while I was talking to her! Every time i call its an isue and im getting the run around about my funds!Business Response
Date: 12/08/2022
Hello,
We're unable to locate a claim with this customers information in our system. A customer service rep will be reaching out now to help resolve their issue.
Thank you!
Gazelle, Customer Support
Initial Complaint
Date:12/02/2022
Type: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 returned my order SHP763448 many weeks ago and never received a refund. When asked why I never got a refund , they keep telling me to call a number "in regards to claim". I have no idea what they mean by "claim". Then they made me fill out a form and then they said they would refund after that. Still many weeks have elapsed and no refund.Business Response
Date: 12/08/2022
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 SupportCustomer Answer
Date: 12/08/2022
Took too long with no explanationInitial Complaint
Date:11/30/2022
Type: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.
To whom it may concern:My name is ***************** and I am writing to Gazelle due to a huge, glaring mistake on my order up;on receiving it yesterday.I ordered a Galaxy s20 plus -- 512 gb (internal storage) -- t-mobile.Upon opening the box, the phone was face down and noticed the camera array. It was different, in turn, setting off a "red flag," knowing that I received the wrong phone. Upon powering on the phone, the ******* splash screen came on. I honestly couldn't believe this huge, glaring mistake. I have ******** as my carrier.After speaking with customer service this morning, I was told that the phone I initially ordered is now sold out, further adding to my irritation and frustration.I have attached photos of the phone received yesterday., as well as my order confirmation.Cordially,*****************Business Response
Date: 04/26/2023
Hello,
Thank you for reaching out! We're very sorry to hear about what happened with your order and the troubles that followed in resolving the issue at hand. We have since made necessary changes and improvements to our ************* program and have confirmed that a partial refund has been issued for the fulfillment error.
If you have any other questions or concerns, please do not hesitate to reach out!
Thank you for allowing us to resolve this matter for you.
Crystal
************* Manager
Initial Complaint
Date:11/30/2022
Type: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 was looking for a convenient way to sell a phone without being scammed. I work overseas for the Navy and needed a carrier with an international plan. So I chose ****** Fi. Since I was overseas they wouldnt ship the phone to me. So I barely got to use the phone from shyly to October. There wasnt a scratch on it. It was also always in a case. When I got back to the states I canceled the service and wanted to sell the phone. I got an offer for $317 with bonus from gazelle. When I turned the phone in they first said it wasnt the phone I selected. Well there wasnt an option for a ******* Galaxy s22+, only the regular s22. When they received it they said my offer would be lower based on that and the fact that it had too many scratches. It doesnt because I took pictures. Also the phone was on other websites. I asked them to show me the scratches. They couldnt do that for some reason. They offered me $110. I said no and they said they would re-evaluate. I received an email stated they had completed the evaluation on an iPhone 11(not the phone I sent in). This time the offer was $95. I called them and they said to wait until I got the phone back and take pics to verify it wasnt mine. Since they lost my phone they would only be able to compensate me with their original offer. But they basically have a brand new phone that they will sell for $1000 or more.Business Response
Date: 12/08/2022
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 SupportCustomer Answer
Date: 12/08/2022
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:11/29/2022
Type: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.
EcoAtm is a kiosk that exchanges used cell phones for cash immediately. On 11/27 I went to the kiosk and had a warning first that the machine could not currently provide cash but could provide payment via PayPal or Venmo so I continued. After evaluation of the phone I was offered $325, I accepted. The machine attempted to pay via PayPal and it failed twice, then attempted via Venmo, it also failed. I then received the message that I needed to call a ***** number for payment because they were having technical problems. At no point was I given the opportunity to get the phone back and cancel since I could not receive payment.I have called a dozen times and have yet to be able to contact anyone. I emailed and received 1 generic reply.Business Response
Date: 12/05/2022
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 SupportInitial Complaint
Date:11/28/2022
Type: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 used one of their machines last night and opted for it to send me my money. It failed to send my money to ************** both. ** told me to contact their customer support number and I have been on hold for 2 hours now. The website doesn't offer a way for me to enter my payment information either. Horrible customer service.Business Response
Date: 12/02/2022
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 SupportInitial Complaint
Date:11/18/2022
Type: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 sell my IPhone to Gazelle (Eco ATM) starting in June 2022. I sent my device into one of their warehouse facilities. I waited patiently to receive an offer from Gazelle. Months went by with numerous stories from Gazelle. I was told that holidays had caused a delay and they would expedite my offer. Since June it has been an ever evolving story. After a few months without any offer or my device being returned a gazelle customer service agent called me on 09/6/22 admitting my device was lost and that Gazelle would pay me for my device as soon as I filled out a claim affidavit. I returned this affidavit and it was returned due to an error on my part. I sent a corrected affidavit and was told that it take time for a senior customer agent to review the claim. I have waited over two months since Gazelle (Eco ATM LLC) admitted to losing my device for any form of compensation. I called Gazelle today and talked to an employee named *****? I cant be sure of her name. This employee claimed despite numerous admissions by Gazelles own representatives that they never lost my device. And that I should continue to wait for an indeterminate amount of time for my claim to be processed. When I tried to question these claims and a never ending wait to a resolution of this issue she attempted to talk over me then placed me on hold and then terminated the call.Business Response
Date: 12/02/2022
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 SupportInitial Complaint
Date:11/14/2022
Type: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 have uploaded email transcripts of the replies from Gazelle. I am requesting a full refund for my return order as stated in Gazelle's company return policy. The return order is within their companies 30-Day return policy. The two devices were packaged and returned as instructed by Gazelle Customer Support with tracking number: ************ On 10/24 I contacted customer support to request new return labels for my entire return order. I was then contacted on 10/25 by Gazelle Customer Support and they attached through email a ***** label for me to return all of my devices with. I packaged and returned both devices within the one ***** package with label as I was provided and instructed by Gazelle Customer Support. Then on 11/3, I was contacted by Gazelle Customer Support again to let me know that the return order was delivered on 11/2 and that the return is being processed. I then waited the 5 days to allow for processing and never was contacted and never received a follow up confirming my order had been processed. I then reached out again on 11/8 and was told that I would be contacted within 1-2 days. Then on 11/9, I was given a partial refund for only one of the return devices even though my return order and the return package included two devices as I was directed and instructed to do so by Gazelle Customer Support. I have been contacting ********************** Customer Support and ********************** Claims as instructed throughout this entire debacle and am being continuously told that someone from the ***************** will reach out to me within 1-2 days to resolve this month long issue. Which has yet to happen throughout this month long shenanigans.Business Response
Date: 12/08/2022
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 SupportInitial Complaint
Date:11/08/2022
Type: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 Gazelle a Galaxy Z Fold4 512GB for $766 Gazelle has had my phone for over 2 weeks and have not issued me a check I have reached out to their support team and have gotten no response. These people stole my phone!!!!! I want my MONEY!Business Response
Date: 11/11/2022
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 SupportCustomer Answer
Date: 11/11/2022
this issue has not been resolved and my phone has not been found. I have yet to receive a response or receive my payment this is unacceptable. This is theft. Find the phone and pay me now!!!Business Response
Date: 11/15/2022
Per tracking provided, its scheduled to arrive on 11/17.
Thank you!
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