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

  6020 E 82nd Street Indianapolis, IN 46250

• 

  EcoAtm, LLC

  3060 N National Rd Columbus, IN 47201

• 

  Eco Atm/Gazelle

  100 W White Park Dr Nogales, AZ 85621

• 

  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:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/25 I was at my local ******* in ***************, **, and had attempted to use one of their automated kiosks found by the front doors, around 5:00p.m. All went well until it asked me to insert my I.D. for the identity verification step (understandable). It accepted the physical card, but did not acknowledge the fact that it took it. And it never returned it. So, being as I didn't have a working phone on my person and ******* wouldn't let me use one of their phones to call the service number, I had to run home and use a different phone to call. This took me about an hour seeing as though I had to ride the light rail. Once I called customer service, sat on hold for almost 15 min. I finally got through to a lady who was no help at all. She said that they were sorry and that they would send it back to me or could compensate me for a new one, neither of which I accepted. I then in turn asked to speak to a supervisor and she flat told me no. She can't do that cause apparently they don't have a way to transfer calls to different desks or something... Makes no sense to me. But now here I sit, no id, which I'm required to have to go to work, looking at facing the loss of my job cause I can't work without my i.d., waiting on a call back from someone whom I doubt is even going to call. Lost wages, possibly a lost job, and can't make rent, or feed my family,(four kids and my wife plus 2 fur babies...) all for the fact that they refused to send a tech out to get my i.d. out of the kiosk. (I know they have them, I've seen and talked to them before locally) so to say I'm a little upset would be the understatement of the year! I'll be contacting my attorney as well to see what options I have there as well.

  

  Business Response

  Date: 04/18/2025

  Hello ******,thank you for reaching out to us regarding your ** issue during your recent transaction. We sincerely apologize for the inconvenience caused. On 4/11, you contacted us but were no longer at the store to receive assistance and were unable to return to the kiosk. We offered to cover the cost of replacing your ** with a payment of $36, but you declined and instead requested compensation for lost wages. As we mentioned at the time, we are unable to reimburse for lost wages but are still able to assist with the cost of a replacement **. You then requested to speak with a supervisor.  Our agent offered to have the next available supervisor reach out via a call back. Our supervisor attempted to contact you on 4/12 using the phone numbers we have on file, but we were unable to leave a voicemail. A follow-up email was sent on 4/12 requesting confirmation of the ** type. On 4/13, you responded via email advising that your ** is a Class A CDL Drivers License, and that the replacement cost is $150. You also noted that you missed two 8-hour shifts and requested reimbursement for the missed work hours. We attempted to call you again on 4/14 and followed up via email when we couldnt reach you. Our records indicate that the ** from a previous transaction on 3/28 shows a standard ** Card. We asked for documentation on 4/15 confirming that your ** is a Class A CDL license, but we have not received this. As of now, we are still offering the $36 check for the replacement **. We are unable to provide additional compensation for lost wages. Additionally, after a review of your account history, we identified multiple transactions involving devices that were found to be counterfeit. As a result, our legal team will assess your transactions, which may lead to a block on your **. If you would like to proceed with the $36 check for your ** replacement, please confirm your mailing address. Our customer care team is available if you have any questions or need assistance.

  Customer Answer

  Date: 04/21/2025

  
  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.
   My address is:

  ***************************;

  **********, ***************;

  95838

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

  
  

• Initial Complaint

  Date:04/08/2025

  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 March 29, 2025 I discovered that my phone was missing. I don't know if I dropped it or if someone removed it from my vehicle. After searching, I used the find my iphone app to track my cell phone. I discovered that it was at a ****************** in an ECO ATM machine. I put a stolen block on the phone. Someone had sold my phone. I had to file a police report and contact the Michigan State Police to retrieve my phone. I was told by the Trooper that due to the frequency of responding to such calls, they no longer handle these situations. I was advised to reach out to the company to return my phone. I was told the machine is emptied weekly and that I would have to provide my cell's IEMI # to retrieve it. Attempts were unsuccessful. How can a company accept a phone and not ensure that the person that sold them the phone was actually the owner? I think this encourages theft and ECOATM is receiving stolen property and paying for it.

  

  Business Response

  Date: 04/14/2025

  Hello ****, thank you for contacting us regarding your missing device. We understand how frustrating this situation can be and appreciate your patience as we work through your claim. Please note that during any transaction, we inform customers that we work closely with law enforcement regarding any missing or lost devices that are sold to our kiosk. On 3/31, you reached out to our team regarding your missing device, and we requested the **** number to ensure we flag for your specific device. At the time you did not have this information available and were advised by our support team on the process regarding the **** flagging and follow-up steps. On 4/1, you contacted our support team and advised you only had the last 4 digits of the **** in which you were advised that the full **** would be needed to properly flag for your device, but you refused to provide.  With no follow up response regarding the ****, our team reached out on 4/08 via phone to request the **** once again to assist in resolving your claim. At the time you advised only having the last 4 in which we provided options on how you could retrieve the full ****. At the time, you advised that a police report was filed and would contact us back once you had the full ****. To ensure you had all necessary information, we sent an email as well to provide options on how to retrieve your ****. On 4/9, you reached out via email providing our support team with the full ****, which was flagged the same day with an email confirmation sent as well. At this time, the **** has been flagged and if the device is confirmed received at our warehouse, we will follow up via email initially before contacting via phone for the next steps to have your device returned free of charge. If you have any additional questions or need further assistance, please dont hesitate to contact our support team.
  
  

• Initial Complaint

  Date:04/06/2025

  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 Jan. 28 I arranged to sell a used iPhone SE 3rd Generation 128 GB to this company which does business as Gazelle for $108. I mailed the device and they claimed not to receive it for weeks, after which I filed an affidavit of loss. Then they told me they had received it and would evaluate it. Not having heard any update, I checked my promotions email folder and saw that they had adjusted the offer downward to $37. I see this is a common bait and switch tactic other consumers have complained of with this company. Because I didn't see the email in time, they said they automatically accepted the offer and are now refusing to pay the price that they offered me or to return my device. They haven't given a clear reason for the adjustment, they claimed various reasons none of which appear to be valid. I would like them to honor the original price or return my device or an identical device to me.

  

  Business Response

  Date: 04/08/2025

  Hello *******, thank you for contacting us regarding your recent transaction. We understand the delay has been frustrating, and we appreciate your patience throughout the process. You initiated your transaction to sell your device to us on 1/28 in which you contacted our support team on 2/20 for an update as you stated the device was shipped on 2/5. At that time, we had not received the package as well as **** not updating the tracking, so our team provided you with an affidavit. On 2/25 the affidavit was returned to us and your claim was reviewed further showing the tracking had updated via **** with delivery on 3/10. On 3/11, a representative contacted you to confirm that your device had been received and was in processing to be inspected. We asked you to monitor your email for further updates as this would be the form of communication once the device completed the process. The device was processed on 3/12, and you were emailed a revised offer based on the condition of the device as well as expiration of the transaction on 3/12,3/17, and 3/22. As we did not receive a response within the allotted time, the offer was auto accepted on 3/28, with the payment issued the same day. On 4/3 you contacted our support team stating you had not received any updates. We asked you to check your spam or junk folder, and you later confirmed that the emails had been located. You requested the return of your device; however, as noted in our terms, we are unable to return devices once the offer is accepted and payment is issued. You also requested the full offer amount, as you believed the device's condition had been incorrectly assessed and requested to speak with a supervisor. On 4/7, you spoke with a supervisor and were offered a resolution payment due to the delay with **** affecting the offer, which you accepted. We advised that the payment should be processed on 4/10. If you have any additional questions or concerns, please dont hesitate to reach out to our customer care team.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for an unlocked, white, ****** Pixel 6a. I was sent a black ****** Pixel 6a that was locked to *************** I called Gazelle customer service immediately, and was helped in getting a prepaid return label. I repackaged the device and mailed it the next morning. It's now been 10 days and still I haven't received my refund that I was told I was eligible for. I tried emailing customer service again without a resolution.Order placed - 3/15 Received - 3/19 Shipped back - 3/21 Cost of the device with tax was $144.44 - in which I was told I was eligible for a full refund due to being sent the wrong product and that there were no more in stock, so I couldn't just get a replacement.

  

  Business Response

  Date: 04/04/2025

  
  Hello ******, thank you for contacting us regarding your recent order. We apologize for the experience you have had. You contacted our team on March 21st to let us know that you were unable to activate your device due to the carrier mismatch. At that time, we requested that you return the device for a full refund with the prepaid return label provided to you. **** scanned your return package the same day, and the last scan was notated on March 28th. On April 2nd, we emailed you a form to complete regarding your return as the device did not reach our warehouse, which was completed and returned to us on April 4th. After further investigation,your return was officially considered lost in transit by ****, and we approved your order for a full refund. At this time the refund has been processed on April 4th to the original form of payment. A confirmation email has been sent to the email associated to the order for your records. We truly appreciate your patience and your feedback. If you have any additional questions, please dont hesitate to contact our customer care team.

• Initial Complaint

  Date:03/29/2025

  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.

  So I filled out the affidavit, and then the company verified that the cell phone was mine and shipped it to me via *****. ***** did not notify me via tracking that the package had ever arrived at the holding facility and the facility held the package for 30 days and they just automatically sent it back to the shipper. The shipper never notified me that they received it back; actually they claim they never did. ***** verified that they actually did, though. All they have to do is fill out a form and ***** is willing to reimburse me for the cost of my cell phone, but they are not willing to be cooperative in this endeavor and Im at a loss

  

  Business Response

  Date: 04/04/2025

  Hello Montana, thank you for reaching out to us regarding your returned device. We understand how frustrating this situation may be and appreciate your patience. On September 11th, we shipped your device back to you via ***** and provided the tracking number the same day via email. The package was sent to the address on file as requested and verified multiple times. After following up with ****** they confirmed that you attempted to place a hold on the package at a ***** location on September 15th, but the request was not successfully processed. ***** confirmed that the package was delivered to the original address on file that you had initially provided us, on September 18th. We did not receive further contact until November 25th, when you reached out stating that you had not received the package and requested that we ship the device to a different address. After reviewing the details, we confirmed that the package was delivered to the address you originally requested on September ******* this time, we have followed up with you regarding next steps to seek restitution from the seller, as we will gladly provide law enforcement with the seller's information. If you have any further questions or need additional assistance, please dont hesitate to contact our customer care team.

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The EcoATM captured my Drivers' License and didn't return it. Taking two weeks for EcoATM to return it is a horribly long amount of time. Many of my fellow disabled veterans had warned me about using EcoATM and, had I known that problems with the machines weren't solved quickly, I would have heeded their advice and avoided using the machine.

  

  Business Response

  Date: 03/26/2025

  Hello *******, thank you for reaching out regarding your ** that was stuck in our kiosk. We understand how frustrating this situation can be and appreciate your patience. On March 23rd, you contacted our customer care team to report that your ** was stuck in one of our kiosks. We requested details about the kiosk location to assist with resolving the issue. You informed us that the incident had occurred two weeks prior and that you were reaching out from home. On March 24th, our representative followed up with an offer of payment to resolve your claim,which you declined, instead requesting the return of your **. As we advised, it may take 30 or more days for us to receive the ** at our office. You confirmed your mailing address, and we assured you that your ** would be sent to you as soon as we receive it. At this time, we have emailed as well advising if you choose to have payment for a replacement **, we will approve and escalate your claim once notified. If you have any further questions or need additional assistance, please feel free to contact our customer care team.

• Initial Complaint

  Date:03/22/2025

  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.

  Ive ordered a phone on 01/08 and had to pay extra for shipping even if they say on their website that shipping is for free. Also shipping is according to their website within 2 work days. On 02/18, *** received an email from gazelle that my order was delivered. So i was surprised because I was home all day and nobody was knocking on my door to deliver a package that I have to sign for. I went to mail mailbox and nothing has arrived. Ive checked the next days as well, but no package. Ive reported it immediately to gazelle and they emailed me a report for lost or stolen packages that I had to fill out and promised in this email a refund within ***** hours. On 02/23 Ive received an email, after I had to send a reminder every second day, asking for my refund, I now have to file a police report for a stolen package. So I did and sent it immediately. Today, 03/21 Ive received another email from gazelle, now they are asking for a detailed police report, that I have to pay for at the police station.This is unbelievable, they sent me a phone via **** without signing upon delivery and now I have to wait months for a refund what is clearly their fault. They saved money on shipping so there is no proof of safe delivery and I have to wait for a refund because the package was not delivered. This is by far the most unprofessional customer service Ive ever seen.

  

  Business Response

  Date: 03/25/2025

  Hello *********, thank you for reaching out regarding your recent order. We sincerely apologize for the delay caused by **** and understand the frustration this may have caused. For shipping, we do offer multiple options including ***** Ground and ***** Overnight, while **** is our free shipping option with limitations. A signature is required for deliveries over $250, but since your order did not reach the limit, it did not qualify for this requirement. On January 9th your order was shipped, with **** not updating the tracking until January 20th. When you contacted us on February 10th, we provided the tracking information, which showed your package was still in transit with no estimated delivery date. On February 20th, we confirmed that tracking indicated your order was delivered on February 18th to the address provided at checkout. You informed us that you had not received the package, and our representative advised you to submit a police report along with a completed claim form for further review. We received your completed form on March 5th and the police report on March 22nd. Your claim was then escalated to a supervisor for review and was approved for a refund on March 24th. The refund was processed the same day, with an email confirmation to notify you. We appreciate your patience and your feedback, which we have shared with the appropriate teams. If you have any further questions, please dont hesitate to contact our customer care team.

• Initial Complaint

  Date:03/15/2025

  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.

  Won't return my stolen device I've provided everything they asked for

  

  Business Response

  Date: 03/24/2025

  Hello ********, thank you for contacting us regarding your missing device. We understand that this situation can be frustrating, and we appreciate your patience throughout the process. On January 25th, you reached out regarding your missing device, and we requested the ***** which you provided the same day. That same day, we emailed you a form to complete, which we received on January 27th. We located your device on January 29th and requested additional documentation for further review. You resubmitted the form on February 2nd, and we outlined the necessary documents required to proceed. We acknowledge receipt of the following documents: ID and authorization (February 12th), proof of ownership (February 16th), and the police report (February 19th). Your claim was escalated to a higher support representative for document review. On March 6th, after reviewing all the submitted documents, your claim was further escalated to our legal department. On March 13th, you requested a supervisor to contact you regarding your claim. A supervisor reached out on March 14th to discuss the matter. After reviewing your documentation, we identified a discrepancy, which resulted in your paperwork being denied. However, we offered you the option to buy back the device, which you accepted. We are currently waiting for the money order to arrive and be processed, after which we will proceed with returning your device. If you have any further questions, please contact our customer care team.

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached document for details. Here is a quick summary.I sold two devices to ********************** for an agreed upon price based on a condition I match to their parameters. I shipped the items to them. They were received the items on 2/10/2025. Gazelle lost the items for 26 days. I called and chatted with their customer service several times. On 3/5/2025 they claimed to have located the items but said one was damaged badly and would only pay $19.00 instead of original offer on $37.00. That device was not damage when I shipped it. Basically, they are forcing me to accept their amount or take a damaged device back that they damaged.

  

  Business Response

  Date: 03/18/2025

  Hello *****,
  
  Thank you for reaching out to us regarding your recent transaction. We sincerely apologize for the delay in processing your *********** first contacted our team on February 12 to inquire about the status of your devices, and we advised that processing typically takes up to two business days. When you followed up on February 20, we escalated your claim to our warehouse for further review. After investigation, we confirmed that your devices were received and processed on March 3. For SR87349910549 (Apple iPad Pro 9.7" 128GB WiFi), you were approved to receive the full trade-in value. However, for SR48278075034 (Apple iPhone 8 64GB Unlocked), our inspection revealed a cracked back camera, resulting in a lower offer, which we communicated to you via email. On March 4, you requested a reinspection, which was completed on March 10, confirming the original offer. A representative contacted you on March 11 and, as a courtesy for the processing delay, offered full trade in compensation, which you accepted. Your payment was confirmed and processed on March 18 and will be sent as an Amazon gift code via email. We appreciate your patience and feedback. If you have any further questions, please feel free to contact our customer care team. 

  Customer Answer

  Date: 03/18/2025

  
  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:03/10/2025

  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 received a box from Gazelle to sell my old phones, I shipped it out using **** and they said they received the sealed box with no phones. They will not provide me with the shipping information or any information on if the sealed box was opened when they received it. They also will not give me my money for my phones. I shipped the box on January 13 2025 and they received it on February 3 2025. After receiving my box they did not contact me to say that anything was missing. I had to call them weeks later to get an update and they told me my phones were not in the box when I indeed did pack them and if it was opened they would've seen the protective label ripped. I also cannot file a report with **** because they have taken down the shipping info and will not supply me with it.

  

  Business Response

  Date: 03/18/2025

  Hello ******,
  Thank you for reaching out regarding your recent transaction. We are sorry to hear about your experience. Our records confirm receipt of the package on February 4th as it arrived empty. As a result, we emailed you an update stating that your transaction was ************ contacted us on February 11th for an update, and we confirmed that the package was empty. At that time, we requested the **** numbers for the devices,but you informed us that they were purchased through *******. You advised that ******* would not be able to provide the **** of the devices.  We also provided guidance on retrieving the **** numbers, but we have not yet received them from you. On March 17th, we sent you a document to complete for each device. As of today, we have not received the completed documents. Once we receive the required information, we can proceed with reviewing your claim for possible payment. We appreciate your patience and understanding. If you have any questions or need further assistance, please contact our customer care team.