Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2025

  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.

  Facts:The laptop I received back is not in the same condition I sent it.Phobio did not follow protocol and misplaced my laptop in their facility. Had it been where it was supposed to be, why wouldnt it have been processed and returned back to me? Yet somehow, it was magically located and shipped back after I *********** claim: My laptop left my possession in packaging your company provided, using the courier you chose, sat in your warehouse for nearly 3 weeks, and now is no longer working.Acceptable Resolutions: $250, original estimate or repair the laptop

  

  Business Response

  Date: 08/11/2025

  Hello,
  

  Were sorry to hear that you are dissatisfied with your recent trade-in experience. Your device was received and inspected according to our standard process. Upon arrival, our inspection noted major display issues that significantly impacted its condition and value. Unfortunately, because the devices issues could not be linked to shipping damage through a substantiated claim with the courier, we were unable to honor the original estimate.
  

  While your device remained in our facility, it was stored securely until shipment. There was no evidence that it was misplaced or damaged in our possession. The delay in its return was due to the additional time needed for review and communication regarding your concerns.
  

  The highest amount we were able to offer based on the inspected condition was $50, and we do not have the capability to perform repairs. Our full policy is available on our website for transparency, including the steps we take during inspection and return.
  

  We regret that we could not meet your expectations in this instance.

• Initial Complaint

  Date:08/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, after several emails complaining about this case, I sent you this last communication more than three weeks ago, and I haven't received any response regarding the case."Device Case #*********** Dear Phobio Team,I am writing to formally file a claim concerning the loss of my mobile device, which was sent to your company as part of your trade-in program under Case #***********.On [insert the date you dropped off the package], I dropped off my device at a *** location using the shipping label provided by your company. The *** tracking number is 1ZE9E57290404945791. *** has since confirmed that the package has been declared lost, and the case has been closed due to Phobios failure to provide the additional information required to complete the investigation.Please be advised that I fulfilled all required steps and deadlines as instructed by Phobio, including timely shipping via the method and label you supplied. Since the shipping label and arrangement were initiated by your company, Phobio is the contractual party responsible for coordinating with *** and ensuring completion of the claims process.Therefore, I am requesting that you:1.Immediately submit the requested information to *** to reopen and resolve the claim regarding the lost package; or 2.Issue a full reimbursement for the value of the device, as initially quoted, since your failure to cooperate has prevented a ************** have 10 calendar days from receipt of this letter to respond and resolve this matter. If no satisfactory resolution is received within this timeframe, I will proceed with the following actions:Filing a formal complaint with the Better Business Bureau (BBB) and my states consumer protection agency; and Initiating legal action through Small Claims Court to recover the value of the device and any additional damages resulting from your negligence.Thank you for your prompt attention to this matter. I look forward to your timely response.**** *. Alicandu

  

  Business Response

  Date: 08/05/2025

  Hello Mr. ************************* you for your message and for following up on your case.
  

  We can confirm that the information required for the *** claim associated with your lost device was submitted on our end. However, please note that Phobio does not make the final decision on claim approvalthat determination is solely made by *** as the carrier.
  

  If you would like to escalate the matter further, you are welcome to contact *** directly, and we will gladly provide any supporting documentation or details they may require to assist in the investigation.
  

  We understand how frustrating this situation is and remain committed to helping however we can.

  
  

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23691095
  
  I am rejecting this response because: I have contacted *** twice before, and your response is very clear: the shipping contract is with Phobio, not a random client. They (***) are waiting for you to send them the information they requested more than two months ago. Please take action on this matter.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/08/2025

  Hello ****, 

  We show that your phone has yet to be reported as lost/stolen with your carrier. Please complete this step with them, as they will have a record of your IMEI or serial number on file. Once this is done, we can recheck your IMEI and confirm it has been blacklisted to make an exception in your case and have a payment processed.

  Regards, 

  Customer Answer

  Date: 08/10/2025

   
  Complaint: 23691095
  
  Hello this is the info: IMEI ***************
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/11/2025

  Hello ****, 

   

  Since your phone is missing, can you please report it as lost/stolen with your carrier? They will need the **** number you provided. Our system still shows that it was not reported. Once you've done this, we can proceed with the *** claim on your behalf. 

   

  Thank you, 

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23691095
  
  Good morning,
  
  I'll explain again, "They won't let me take any action in this case. They claim the shipping contract is with Phobio, not me. According to my last conversation, it's you who should take action and send information."

   

  Thank you.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/15/2025

  ****, 

  Just to clarify, we will be opening a claim for you with the shipping carrier. However, its also important that you report the missing phone as lost or stolen to your wireless carrier. This step helps protect you by preventing unauthorized use of the device, blocking it from being activated on another account, and creating an official record of the loss. We are not denying your claim, as we are the only responsible party that can do so.

  
  Once we see that the phone has been reported to your carrier, we can move forward with your claim.

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23691095
  
  Thanks, it's no problem. That phone hasn't been in use for about 3 or 4 years. I say this because it doesn't have a service provider. What I can do is report it to *****, if you think so? Let me know.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/19/2025

  Hello ****, 

   

  Please report it as lost/stolen with Apple so that it is blacklisted, so that no one can activate and use your phone. We'll be able to see if this is completed and then file the claim with UPS.

   

   

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23691095
  
  Hello, this is the case number at Apple, ID de caso:  102676119688
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/26/2025

  Hello *****,
  

  Our team has confirmed that *** is unable to process a claim since the tracking number is no longer available, as the shipment was sent in March 2025. Unfortunately, without the ability to verify the contents of the shipment, were unable to move forward with a claim or issue payment for the trade.
  At this point, we recommend filing a police report to formally document and work toward resolving the matter.
  

  Best regards,

  Customer Answer

  Date: 08/26/2025

   
  Better Business Bureau:
  
  I understand that you cannot process the claim with **** You took too long, you were negligent with the emails I sent you prior to reaching this level of claim, you did not serve the customer, you were irresponsible with the contract. If you had taken this action at the time and in a timely manner, this situation would have been avoided. For all the reasons explained, for all the time I have waited for you, even for my lack of knowledge of the claim process itself, you must pay the agreed amount. The emails with the date of the notification and the different times I responded to you that the claim should be processed by you are available. I even reiterate the responses from *** where I told you that Phobio was the only one who could expedite the process.

  They still ask for two actions: reporting the loss and going to the police... months after the claim.

  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 18th I sent in my phone for a trade in. They quoted me a value of $316 to be paid to me for the phone trade in. They sent me an email that said they would not offer me that but lower it to $200 dollars because there was an issue with the original model I reported. As you can see from the screenshots, the models are exactly the same

  

  Business Response

  Date: 07/29/2025

  Hello ****. 

  We've identified an issue with the model upload to ********'s site that had selections for incorrect wireless carriers.The issue has now been fixed as of last night and you will be receiving the correct value for your trade-in. 

  Best regards, 

• Initial Complaint

  Date:06/02/2025

  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 5/15/25, I completed a form to trade in an apple iPad air 4 for $125 gift card to ******. I used the supplied packaging to return the iPad to Phobio. They received the iPad and upon inspection, they reduced the trade value to $25 dollar citing there was 9- display damage. No picture or proof of the issue. Just provided a picture of an iPad. This device was just inspected by ***** and BestBuy, with no issues found with the screen. There were no issues with the screen. The screen was in perfect working order when it was sent to them. This company needs to be shuttered due to dishonest business practices.

  

  Business Response

  Date: 06/03/2025

  Hello, 

   

  Unfortunately we could not locate a trade that we facilitated for you with the information provided. Please provide your full 11-digit trade confirmation number and the email address on file for your trade. 

   

  Thank you, 

  Customer Answer

  Date: 06/03/2025

  as requested 

  30237098626
  

  **************************
  
  

   

  Complaint: 23408758
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/04/2025

  ***, 

   

  Unfortunately, the trade confirmation number 30237098262, does not exist in our system. Please double check the number again, as it will appear in our automated trade emails sent to you. 

   

  Thank you, 

  Customer Answer

  Date: 06/04/2025

  see attached

   

   
  Complaint: 23408758
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  Customer Answer

  Date: 06/04/2025

  I sent a screenshot of the numbers requested. 

  

  Business Response

  Date: 06/04/2025

  Thank you for sharing your trade-in details. Please submit a new quote online and ship your device back for a second inspection. If we determine that an error was made during the original evaluation of your iPad, well gladly take responsibility and issue payment for the originally quoted amount.

• Initial Complaint

  Date:05/30/2025

  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 submitted a MacBook for trade-in and I received the empty box to ship the item. I put the device in the box based on the instruction and drop off the package at *** (Tracking # 1ZE9E5729042123522 with the weight of the package 6.60lb). Couple of days later I received an email that the package was received with no device and stated that if its incorrect to contact **** which I replied back to email and got no response. I didn't hear back from Phobio and email the company 2 more time with no response.

  

  Business Response

  Date: 06/02/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and lack of communication you've experienced.
  

  After reviewing the details of your case, we can confirm that the shipping box associated with your trade-in (Tracking #: 1ZE9E5729042123522) was received, but unfortunately, our inspection team found no device inside the package upon opening. We understand this is concerning, and we take situations like this very seriously.
  We also apologize if you did not receive a timely response from our support team. That is not the experience we aim to provide, and we are actively looking into what caused the delay in communication.
  

  To move forward, we are opening a full investigation with *** to determine if there were any issues during transit that may have led to the missing contents. We ask for your patience while this process takes place, and we will update you as soon as we receive more information. If you have any photos of the package before shipment or a receipt from ***, please share those with us, as they may assist in the investigation.
  

  Please rest assured that we are committed to resolving this issue fairly and transparently. You may reach us directly at ******************************************************** for any immediate questions.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted phobio and they verified the model number and they sent me a box to ship it to them they supposedly pay you for old devices with ****** gift cards as they are a third party that has contracts with ******. They received my **** and said it was not a model they support I asked them to ship it back when I received it it was completely destroyed glass screen was broken dents all over the screen they are refusing to do anything to help me get it resolved it was damaged in their hands or in shipment

  

  Business Response

  Date: 04/21/2025

  Thank you for filing a complaint. It brings attention to a common misunderstanding that many customers encounter, but one that is entirely preventable. We understand how this situation can be frustrating, as it often stems from a discrepancy between the device quoted and the device received.
  

  Many customers receive a higher initial quote but are disappointed when the offer is adjusted upon inspection. This is typically due to an incorrect model selection during the trade-in process. When creating a trade quote, customers manually select their device model and enter the serial number. However, our system does not automatically identify the device based on the serial numberit is simply used to match the device we receive with the quoted trade-in. I've attached our correspondence with you explaining that the model you selected was not the model you shipped us for trade-in. 

  In addition to the model you sent us not having a trade quote available, we found the iMac was damaged upon arrival. One of the first steps is to check the packaging for any broken pieces that would be evident of transit damage. Unfortunately, in your case, there was no broken glass or other parts found in the package. The outside of the shipping box also did not include any dents or open pieces, but we did notice that it was not properly packaged. 

  When we find ourselves in this situation, the customer is immediately notified via email and on their Trade Dashboard. (Please see attachment.) Your initial contact to our support team was in regards to the model not matching in which you requested to be paid $200. Upon explaining that there was no offer for your model, you requested to have it returned. When the customer asks for their device to be returned, it is returned in the same condition we receive it in. 

  You'll notice in the attachments that we have communicated a solution and are still willing to work with you regarding your trade-in. Unfortunately, our efforts have resulted in this BBB complaint. 

  
  

• Initial Complaint

  Date:03/17/2025

  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.

  Traded in computer Mac book air. When it left our possession it was in great shape and completely functional.Received photos a week later of completely smashed and damaged computer, and email stating it was worth $0 We would have just kept the perfectly fine computer if we knew this was going to happen.We used supplied packaging materials and shipping label. Obviously come to find out that it was not insured

  

  Business Response

  Date: 04/17/2025

  Hello. After further review, we found that the shiping package was damaged and awarded the full trade value for your device. This payment has now been processed and paid. 

  Customer Answer

  Date: 04/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/06/2025

  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.

  On 2/15/2025, I sent my iPhone 12Pro into Phobio (via **** through a ****** promotional program advertsing a ****** store credit based on the value of the phone, in my case $190. I am 100% cerain that I sent the phone in their provided packaging and Phobio is claiming that the box arrived sealed, yet empty. So now I am out the phone (which I could have sold) and they will not issue the giftcard as promised. They claim the box was completely sealed, but empty, which is absolutely not accurate. They said they would file a claim with *** for $100 and have not yet provided a tracking # for that claim, even though I have asked.

  

  Business Response

  Date: 03/06/2025

  Hello ****,
  

  We have filed a claim with *** on your behalf, and you can use your tracking number as a reference for the case. As mentioned, we are unable to process payment for a trade-in we did not receive, as we cannot verify the device that was shipped. Situations like these are taken very seriously, as they can raise concerns about potential fraud. When an empty box is received, we initiate a claim with the shipping carrier for a thorough investigation. If the claim is approved, *** provides reimbursement of up to $100, which is sent directly to the customer, not to us. We will continue to monitor the status of your claim and will reach out once we receive an update.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23028415
  
  I am rejecting this response because: my phone was in that box that was sent to Phobio.  It was a sealed box and not damaged. They confirmed this via email.  I am 100% certain that the phone was in the box.  I would not waste my time with this if that were not the case.  

  After this incident, I went back to the woman who was promoting the Phobio via ****** tradein and came to learn that this is not Phobios first offense regarding missing phones and alleged fraudulent activity.  When I researched further, there were tons and tons of complaints on line about them and advising consumers to take photos every step of the way during the process when surrendering a phone to them.  Unfortunately, I did not see these posts until AFTER I was told my box was received without the phone inside, which is simply untrue.  
  

  I did remember to take a picture of the sealed box, AFTER I put my phone inside of it.  This box has to be mildly assembled before sealing it.  There was a slot inside of the box that was transparent so you could see the phone through it.  I slipped the phone inside, sealed the box and dropped it off at ***** WITH THE PHONE INSIDE OF IT. 

  If the box was sealed when it arrived at the Phobio location and it was not damaged, then this company is being untruthful when they tell me my phone was not inside of the box.  My phone qualified for $190 ****** gift card, so that is the value of this claim.

  Please research the integrity of this company and allow that to weigh in here with regard to my claim.  This claim is not an exorbitant amount of money, but this is based on the principle of Phobios false claim that my phone was missing from a sealed box. I have never filed a BBB claim in my life, but this is not right.

  Please review and advise.  Thank you kindly.

  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 03/07/2025

  ****,

  We understand your frustration and appreciate the opportunity to clarify the situation. Our process requires us to verify the contents of every package upon arrival. In your case, while the shipping box was received sealed and undamaged, our inspection found it to be empty. We take these matters very seriously and have procedures in place to ensure accuracy in our trade-in process.
  

  We encourage all customers to document their trade-ins, including tracking their shipments and retaining proof of contents before shipping. If you have a photo showing the device inside the package prior to shipping, we're filing a claim with **** as they are responsible for the shipment's integrity during transit. If *** approves the claim, they will issue reimbursement for the package, which is paid directly to the customer, not **********************.
  

  We regret that this experience has not met your expectations, but we must adhere to our process, which is designed to ensure fairness and accuracy in all trade-ins. If *** provides any additional details regarding your claim, we will be happy to assist accordingly.

• Initial Complaint

  Date:02/21/2025

  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.

  they dont wanna pay but dont help take my clain done *** alredy aprov but the company need anser *** do pay me I am reaching out regarding my *** claim for my damaged cell phone. The damage occurred due to mishandling during shipping. However, I did not sustain any damage to my device prior to shipping, and you are not responsible for the damage itself.I initiated a *** claim, which has already been approved. However, *** is awaiting your response since you created the shipping label. Unfortunately, despite my attempts to contact you, I have not received a response to my ********* the rightful owner of the damaged phone, I should receive the claim reimbursement. You cannot collect the claim amount on my behalf. I kindly ask you to respond to *** as soon as possible to facilitate the resolution of this matter.

  

  Business Response

  Date: 02/24/2025

  Hi *******,
  

  Unfortunately, there was no reported damage to your shipping package or documentation from *** to support an approved claim. Our shipping kits are designed with a suspension sleeve that secures the phone in the center of the box, minimizing the risk of impact during transit. When properly packaged, damage is highly unlikely.
  

  However, if *** has provided confirmation of an approved claim, we will process the reimbursement for the amount they offer, which is $100. Please feel free to share any correspondence from *** regarding this matter, and well be happy to assist further.
  

  Best regards,

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22973688
  
  I am rejecting this response because: To fix the damage that was caused by transportation it will cost at least $528 dollars. I will not assume this responsibility and I send the cell phone in perfect condition.
  and your box is not a sign of any guarantee of not having damage on transport, there are thousands of complaints online about your trades ending up like this with a damaged product on the end and customer need suffering to get what's right. 

  follow the photos , This is my cell phone before sending it, I can even send the date the photos were taken, which was on the same day they were sent to you, and I also have a video. This huge damage was not on my cell phone the day I sent it.

  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/28/2025

  Hello *******, 

  Unfortunately, we did not see any damages to your shipping kit that would show evidence of transit damage. Hopefully, when you saw any negative reviews, you will see our response regarding their case. We can definitely open a claim with the shipping carrier if needed. Please note, that if your claim is approved, they will only reimburse $100. If you need any more help, please let us know. 

• Initial Complaint

  Date:02/20/2025

  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.

  The *** was delivered my phone to them, and it has been more than 3 business days after delivered, but their still said no received yet. I trying many times to call and contact them, I never got any useful response , the term said that it will update in 2 business days after delivered, but I got nothing.

  

  Business Response

  Date: 02/20/2025

  Hello Can, 

  We emailed you today to notify that your trade was marked received and it is now going through the inspection process. This typically takes up to five business days to complete. We'll be sure to email you again with all trade updates or you can continue checking your Trade Dashboard. 

  Best regards,