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 has 8 locations, listed below.

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  EcoATM LLC

  10121 Barnes Canyon Rd San Diego, CA 92121-2725

  
• 

  ecoATM

  49 W Maryland Street Indianapolis, IN 46225

• 

  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:11/04/2022

  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.

  - Received a quote for macbook trade -in for $406.85 on 9/28/22 - Gazelle received macbook on 10/6/22 - Received email on 10/0/22 from Gazelle saying that they would not be able to inspect my trade-in and had to send my macbook back. Somehow this happens right before the quote expiration date of 10/21/22. I don't have proof but it would appear that they did not want to honor the quote. I re-entered my macbook trade-in information and the quote value decreased significantly to $111.- I have called Gazelle numerous times by phone to see when my macbook would be shipped back to me. As of today (11/04/22), I still do not have my macbook.- Ultimately, it appears to me that Gazelle may have had a glitch or out-of-date information in their system and did not want to honor the quote that I had received. It seems too coincidental that they would contact me the day before my quote expired to tell me that they could not process my trade-in AND that my trade-in value for the same device drops so much during the same timeframe. I sent in my device with plenty of time to spare and they are currently still in possession of my device.

  

  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 Support

  Customer Answer

  Date: 11/14/2022

  First, my trade-in quote was never honored and cancelled last second without warning. Second, I still do not have my device returned. All I get are unhelpful emails stating that my device will be shipped out within X days and that I should expect to receive a tracking number, which I have yet to receive. This is getting ridiculous.

  

  Business Response

  Date: 04/26/2023

  Thank you for reaching out.

  We're sorry to hear your transaction was not a smooth process and that a resolution was not reached in a more timely manner. In reviewing the claims C02385529 and C02424158, I have confirmed that the items were paid out and the claim has been resolved.
  

  If you have any other questions or concerns, please don't hesitate to contact us by email at ******************************************************** or call 1-800-Gazelle. 

  Thank you!

  Crystal
  Customer Care Manager

  Customer Answer

  Date: 04/26/2023

  
  Better Business Bureau:
  
  I have received payment for my trade-in and dont require any further action or follow-up.

  
  Thank you,
  *****
  
   

  
  

• Initial Complaint

  Date:11/04/2022

  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.

  Received quote for selling a Galaxy Note 20 Ultra 5G for $514 from Gazelle The phone was in perfect condition, it was on the ******* network, no scratches, the phone was completely functional and I carefully package it in the box they sent. I also have photos of the phone before I sent it. After receiving the phone, Gazelle said it didnt match my input: they claim phone was on the ******** network, was broken and said it was only worth $14. I have the **** for the phone I sent that proves I sent a phone in excellent condition that was on the ******* network and photos to prove it was in perfect and operating condition. If I do not accept their offer I am concerned they will not send the phone I sent to them back to me. (Exact same phone). I think these folks are deceptive.

  

  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 Support

  Customer Answer

  Date: 11/11/2022

  
  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:11/02/2022

  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.

  6/15/2022 $431.04 AN UNLOCKED CELL ***** THAT USES THE *** NETWORK- This was recently discovered as Straighttalk moved from the *** network to the ******* network. When the sim card was entered into the phone it did not work. I should not be responsible for paying off someone's phone when Gazelle did not vet the phone to make sure it was unlocked THE ***** IS NOT UNLOCKED BUSINESS SAID THEY CANNOT HELP SHP628159

  

  Business Response

  Date: 11/08/2022

  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 Support

• Initial Complaint

  Date:11/01/2022

  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.

  Date: Sept 27, 2022- went on Gazelle's website to sell my phone, which is in good condition. They asked me to choose quality of the phone, and using their guidelines, I made a choice that resulted in a quote of $301 (see original offer pdf attachment). I am attaching screenshots of ALL offers (all condition types to choose from, which are $50 for broken, $282 for scuffed/scratched, $297 for lightly used, and $321 for brand new) so you can see what their site is advertising for quotes. I sent my phone in, and on Oct. 21st of 2022, I received an email "adjusted offer" of $92. Not even close to anything except for totally broken/damaged. They cited scratches on the phone, which was in a protective case & had a screen protector the entire time I owned the phone, so I believe this to be false. Even so, their scratched/scuffed offer is $282... more than 3x the adjusted offer. I asked for photos of the supposed damage and they said that I could have it reevaluated, in which they would send me pics of the phone's damage in 3-5 business days. I said yes. They never followed up with me or provided photos. They only sent me the same "adjusted offer" email. After contacting customer service again (on business day 7), they sent me grainy photos that are too blurry to see anything they cite as "damage". Those are also attached. Reading reviews from other consumers on here, they are falsely advertising what they will pay. Once the consumer sends their phone, they give a lowball "adjusted offer" in hopes that they will just accept it. I also read that some people who ask for their phone back never get their same phone back, or get it back damaged. I am concerned about this, but have asked them to return my phone and am awaiting that. I may be adding additional notes or a separate complaint if anything is damaged on this phone or if the wrong one is returned to me.

  

  Business Response

  Date: 11/02/2022

  Good Day!
  
  This is in response to BBB complaint 18 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:11/01/2022

  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 received an offer for 690 for my iPad Pro **** 5th generation. I completely inspected it for any imperfection and since it has never been outside the house and always in a strong case I found no issues. I copied the serial number and sent it in. I got and email that it was worth 135 which is what they pay for a broken iPad. I declined the offer and got an email confirmation then I get a second one that said I accepted ******. I was on hold 4 hours and they couldn't tell me anything about why it was reduced to 135 or why it accepted it after it was declined. Supposedly he sent an email to the warehouse.So I asked what to do when I get it back and the serial number doesn't match the one i sent in. I think the mixed mine up with another customer. He didn't except to call back and wait 4 hors to talk to someone. Sellers beware complete scamming company bait and switch even if Apple offers less take their offer. I have sold multiple items to trade in companies like Gazelle and never ever had any issues. I accurately describe my electronics that I baby to keep it scratch free. Always have ********** for any issues. They need to send my 690 dollars like agreed on. Scammers.

  

  Business Response

  Date: 11/08/2022

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

• Initial Complaint

  Date:10/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gazelle recieved my Galaxy S21 Plus September 30th. Their website and represenatives stat that ut taks aboit 7 business days from start to finish for them to evaluate yhe device. It has been 11. I was told that it should be completed Oct. 14th, but never received any imformation. I called the next day and they still havent finished the job. I have contacted this company 4 times and have been pushed aside everytime. My claim number through Gazelle is C02394839

  

  Business Response

  Date: 10/19/2022

  Hello, 
  This is in response to BBB complaint ******** from ***************************. I confirmed we have resolved this issue with the customer under claim *********.
  
  Thank you for bringing this response to our attention.
  Gazelle, Customer Support

  Customer Answer

  Date: 10/19/2022

   

  I have not recieved any information from the business about my device.

  

  Business Response

  Date: 10/28/2022

  I can confirm this issue was resolved on 10/19. 

   

  Thank you, 

  Customer Support 

• Initial Complaint

  Date:10/13/2022

  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.

  Im attempting to sell my iPhone 13 Pro *** to the company called Gazelle for ******, which I believe is handled by this company. The phone was delivered on 10-4-22 and I have not heard any process on my phone other than they have received the item. I have called each and every day for the last five days and each time I get the answer of they are inspecting the item and to call back in two days if I havent heard anything. To me that isnt a good enough answer! You have a piece of equipment that I own and no one can seem to know what is going on with it other than IHG inspection process has started! I would appreciate someone getting to the bottom of this matter ASAP and if the phone is worth the ****** we agreeed apon then to write a check payable to me for that amount. I dont feel I am being unreasonable and have been patient long enough! We are going on 2 weeks and nothing has occurred and I am done calling and asking your CSR questions that they give the standard answer to! Please look into this matter! Thanks!

  

  Business Response

  Date: 10/19/2022

  Hello, 
  This is in response to BBB complaint ******** from *********************. I confirmed we have resolved this issue with the customer under claim *********.
  
  Thank you for bringing this response to our attention.
  Gazelle, Customer Support

  Customer Answer

  Date: 10/19/2022

  
  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:10/13/2022

  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.

  My phone was stolen and sold at the kiosk in the ********************* at 2pm on 9/25. I was able to track it there on the *** and that it where it remained till it died. I've tried numerous times to contact the company but no one ever responds. EcoATM claims to value security on their website, but this in no way seems to be the case

  

  Business Response

  Date: 10/19/2022

  Hello, 
  This is in response to BBB complaint ******** from *******************************. I confirmed we have resolved this issue with the customer under claim *********
  
  Thank you for bringing this response to our attention.
  Gazelle, Customer Support

• Initial Complaint

  Date:10/13/2022

  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.

  My phone was stolen and sold at the kiosk in the ********************* on 9/25/2022. I was able to track it there on the *** and that it where it remained till it died. I've tried numerous times to contact the company but no one has responded over the past 2 weeks. I have been working with local police, but unfortunately they are unable to proceed since the company is unwilling to assist. EcoATM makes numerous claims about valuing security on their website, but this definitely does not seem to be the case. I would greatly appreciate any assistance on getting the phone back.

  

  Business Response

  Date: 10/14/2022

  Hello, 
  This is in response to BBB complaint ******** from *******************************. I confirmed we have resolved this issue with the customer under claim *********
  
  Thank you for bringing this response to our attention.
  Gazelle, Customer Support

  Customer Answer

  Date: 10/15/2022

  
  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:10/09/2022

  Type:Order 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 had an iphone stolen from me over a year ago. Several months ago, the thief sold it to ecoatm, which contacted me (as the phone was still attached to my account) to get me to unlock it, upon which time I informed them it was stolen and would like my property returned, which they agreed to only they keep adding more and more conditions, then will wait months before contacting me back. They now state that to get my property (which they know is mine because THEY contacted ME initially!) I either need a police officer up fill out a form (which ********** cannot be bothered to do) or I need to REIMBURSE them (?!) for the money they paid the thief plus money for shipping it back. I reminded them that their shady business model invites risk, and their criminality of being in possession of stolen goods not withstanding, asking a victim to PAY for HIS OWN PROPERTY is akin to racketeering and extortion. They just keep dragging their feet, bluffing, and threatening to destroy/recycle my device (for which they explicitly were told they DO NOT have permission to do) if I do not pay their ransoms to get my property returned to me. Egregious!

  

  Business Response

  Date: 10/14/2022

  Hello, 
  This is in response to BBB complaint ******** from *************************. I confirmed we have resolved this issue with the customer under claim *********
  
  Thank you for bringing this response to our attention.
  Gazelle, Customer Support

  Customer Answer

  Date: 10/15/2022

  The company has not even responded to this complaint, LET ALONE to my satisfaction as they do claim. This company clearly has a business model of barefaced lying in emails, and they continue to hold my property hostage trying to get a ******.

  

  Business Response

  Date: 10/19/2022

  Hello, 
  This is in response to BBB complaint ******** from *************************. I confirmed we have resolved this issue with the customer under claim *********.
  
  Thank you for bringing this response to our attention.
  Gazelle, Customer Support

  Customer Answer

  Date: 10/20/2022

  
  Better Business Bureau:

  May it first be noted that the company drug its feet for months and months trying to extort me and hold my property hostage stating even that legally they were unable to assist me without me first sending them money, only for them to so quickly spring to action once you at the bbb were involved (even though they never contacted me again, they did mail the device). While I have my property back, I am no more convinced that they have changed their shady practices but rather they are trying to save face in my instance while keeping their policy as to harm others who come after myself and may not be so wise as to have to consult an outside company (you at the bbb) for assistance.

  
  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,
  
  *************************