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: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, 

• Initial Complaint

  Date:02/14/2025

  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 sent in my I phone with authorized trade in #*********** back in October of 2024. I never heard anything back. Checked status online and it said I had been sent an e-gift card for *****. I have never received this and I have reached out via email 5 times. No response.

  

  Business Response

  Date: 02/17/2025

  Hello ****, 

  It seems that you are not receiving our messages. I've attached a screenshot of us solving your suport tickets regarding your payment that Shop Card has sent you. The message we sent you read:

  Please check your spam or junk folder for your payment email would've come from the address "do-not-******************** or   ***********************************************************.  If you cannot locate your payment email, contact ****** Shop Card *************) directly to have your payment email resent. Please let us know if you have any additional questions.
  
  

  Phobio does not send payments to customers. We send the amount to be paid and to whom should receive it and Shop Card processes them. 

• Initial Complaint

  Date:01/29/2025

  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.

  Absolutely terrible company to deal with. ******** was offering a special promo price on one of their phones with a trade in. The trade in was facilitates by Phobio. It has been nothing but disaster after disaster.First - it took over two weeks for the box they send to trade in the device to arrive. I sent the device there way several days before the 21 day cut-off they specify. They received the device - the day after receiving the device they inspected it and assigned it a value - then on that exact same day, without ANY correspondence, they sent the device back to me and claimed I did not send the device within 21 ******** - it's been nothing but automated reply after automated reply and absolutely zero help resolving the issue - despite the fact that the issue was on their end, not mine. Just terrible and at this point, stressful.

  

  Business Response

  Date: 01/29/2025

  Thank you for sharing your feedback, ******. Were sorry to hear about your experience and any frustration it caused. However, this gives us an opportunity to explain the details of your trade and clarify the circumstances surrounding your review.When quotes are created, they include a set expiration date to ensure the devices value reflects current market conditions. With ********'s trade-in program, if a trade-in isnt received by the deadline, the quote automatically expires, and the device must be returned to the customer. In your case, your trade quote expired on 12/23, which was the required delivery date. While your shipping kit was delivered on 12/11, you dropped off your trade on 12/21just two days before the deadline. Since we use *** Ground for shipping, which typically takes up to five business days, the package did not arrive in time to meet the deadline. The trade must be RECEIVED, not shipped, by your quote expiration date.We appreciate your feedback and are always looking for ways to improve our processes. However, in this case, the dates and facts are clear. If you need further clarity or would like us to provide tracking details, please dont hesitate to reach out to our support team.
  
  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22871287
  
  I am rejecting this response because:

  Phobio states you have 21 days from the purchase of the item from ******** for them to receive your trade in device. If you reference the screenshots, I did not receive the trade in kit until 10 days after purchasing the phone - which is counted against the customer - leaving me with 11 days for them to supposedly receive the device. They send it with a return label using *** GROUND shipping - which on average takes 5-7 days to reach it's destination. I sent the device on December 21st - keep in mind this is during the busy Holiday season - and they didn't receive the package until January 6th - so it took 16 DAYS for them to receive the device. How is it legal or ethical for any of this time, especially during the Holidays, to count against the customer? This is an inherently flawed process. There is practically no way that the device would have been received within 21 days during the Holidays, even if I sent the device to them the exact same day I received the box they sent - given the time it would take for it to travel from ******** to Georgia State. 

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

  

  Business Response

  Date: 01/29/2025

  Austin, 

  We receive many devices within the dedicated 21-day window during the holiday season. This is a matter of when you dropped off your trade for shipment. It was shipped two days before it was due, which we agree with your statement, it would not have arrived on time. Per the terms of ********'s trade-in program, we can not reopen a trade-in for a trade that has expired since trades are only applied when an order is placed.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22871287
  
  I am rejecting this response because:

  It took from December 21st to January 6th to arrive back at your location. We are talking about using *** GROUND shipping from WA State ALL the way to ************* during peak holiday season. Again - 11 days to get to me and a whopping 17 DAYS to get back to you. With these sort of timelines and policies - there's absolutely no way you could guarantee that the phone would have gotten to you 21 days EVEN IF I sent the phone to you the same day I received the box. 

   

  Phone Shipping Kit received 11 days after placing order with ********, leaving 10 days remaining to meet 21 day "policy"

  Phone took 16 days to arrive at your location after sending it. 

  How any of this is the customers fault is seriously at question. How can you legally offer a 21 day trade in window, when you utilize ground shipping that took 11 days to arrive to a customer and 16 days to arrive back to your warehouse. Given those times - had I sent the device on December 11th, the exact same day I received the box to place the trade in device into, it would have still been 6 days late.

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

• Initial Complaint

  Date:01/18/2025

  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.

  Smartphone Trade in Device initiated on Dec 22, 2024 thru ********. Upon checking Phobio dashboard, status still shows device not received by Phobio. The *** tracker used to ship back to Phobio was 1Z E9E *********** 0550 which *** shows Phobio received package on 1/8/25 at their ******, ******* location. There is in incorrected *** return tracker on my Phobio account/dashboard. Perhaps that is the issue. It took several weeks to receive a shipping label this after multiple requests to Phobio. I have been receiving emails from ******** telling me that Phobio has not received the device and it must be received by them no later than Jan 20, I have emailed Phobio several times and requested that my account be updated. Response emails indicate they were closed for snow. All follow up emails/tickets have gone unanswered.

  

  Business Response

  Date: 01/21/2025

  Hello *******. Your trade was successfully completed on 12/19. With ********'s previous program, you receive the trade-in credit upfront, not after we've received it. As we have explained in our previous responses to you through support, there was an issue with the shipping kit tracking, but rest assure that it was still be delivered to us, which it what happened. If there are any other issues you experienced, please let us know so we can discuss. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22829201
  
  I am rejecting this response because:

  ******** does not give a credit up front for this trade.  If that were the case I would not be reaching out and asking for this to be investigated.  ******** is still waiting for an update from Phobio before issuing a credit back to my credit card.    

  The bottom line is this.  Phobio received the device back on January 8th 2024 at their location in ***************  As of today Jan 21st, Phobio still shows no receipt of the device. Is is lost in their warehouse?     UPS Tracker 1ZE9E5720342860550.  

  Phobio has not provided any substantive information about this transaction as they have indicated.   

   

  Dear BBB, Please let me know who this individual is.  I have letters prepared to their executive offices in ******* and I am probably going to begin a small claims court claim.  

  Sincerely,

  
  ******* *****-*****

  

  Business Response

  Date: 01/30/2025

  Hello *******. If you can provide the **** of the phone you shipped us, we can check our facility to see if it was delivered and received by our team. 
  Thank you, 

  Customer Answer

  Date: 01/31/2025

   

  Here is the IMEI. 

  motorola edge (2022)
  IMEI 1: ***************

  I attached a pic of the *** shipping label before I sent the return package back to Phobio.    The package was received at that Deluth, ** address on Jan 8th.  Signed by *******.  It says left at Dock.   The first *** return shipper package from Phobio came very late.  I ended up with two, not sure which was the original *** tracker .  The other *** tracker was  1Z E9E 572 4299 9131

  Thank You

   

   
  

  

  Business Response

  Date: 02/03/2025

  Hello *******! We are having our team check our facility for your package since a different shipping label was used than the one we have on file. Once we hear back from them, we will provide an update via email. Thank you. 

  Customer Answer

  Date: 02/07/2025

  Phobio has indicated they will check for my phone.   Please leave this open until they respond.  Thank You 

  Phobio Account Id:   ***********  

  UPS Tracker:  1Z E9E *********** 0550  - Received by Phobio on January 8th in ******, *******

  Smartphone IMEI:   

  motorola edge (2022)
  IMEI 1: ***************

   
  

  

  Business Response

  Date: 02/11/2025

  Hi *******, 

  Our team has completed their review of this case and the phone in question was located and we have notified ******** to issue the credit to your account. We appreciate your patience as we investigated your trade. 

  Please let us know if there is anything else we can help with regarding your trade-in. Credits typically take between 5-10 business days to reflect on your account depending on your bank. 

  Best, 

  Phobio Support 

  Customer Answer

  Date: 02/14/2025

  Thank You.  Moto has credited my account.  I wish this didnt take 10 emails, letters to your CEO, mr ******* and complaint thru the BBB. I could never use Phobio again given this scenario.

• Initial Complaint

  Date:01/13/2025

  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.

  I initiated a trade in with Phobio for an iPhone X 256GB. The amount that they offered was $50.00 with a conf #***********. I accepted the trade in value and was sent a shipping kit to be sent back via ***. I sent the package with the phone on 12/16/2024. The package was scanned at a *** store and was verified by the *** tracking #1ZE9E5729040092908. The package was never received at Phobio. I have tried to contact them 3 times through their email contact system, received verification of the contact, but have not heard anything back from the company. I have contacted ***, and they said that they have contacted the shipper, Phobio, and have not heard back from them regarding the lost package complaint. We are now approaching 4 weeks with no communication at all from Phobio regarding the trade-in. This is unacceptable.

  

  Business Response

  Date: 01/13/2025

  Hello *****. We're sorry we did not get back to you sooner. You sent an email today and our support response time is 1-2 business days. We'll be sure to look into your case further to provide an adequate response about your concerns with shipping. 

  Customer Answer

  Date: 01/13/2025

   
  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.   While I did send a message to Phobio today, this is the third time that I have contacted them over the past three weeks, I have yet to get a response from them.  I will await a response from them by Thursday of this week.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/12/2025

  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.

  Hello,I am having trouble getting a response from Phobio on a time sensitive issue.I accidentally shipped my trade-in for confirmation number *********** with the incorrect shipping label. I used the shipping label from my cancelled trade-in confirmation ***********.Can you please help ensure you process the trade-in for ***********? It will arrive with the incorrect shipping label.Please help correct this. Thank you!Correct Trade-In *********** IMEI: *************** Tracking #: 1Z7106X09094617816 Cancelled Trade-In *********** IMEI: *************** Tracking #: 1Z7106X09097806482 Regards, ***** *****

  

  Business Response

  Date: 01/13/2025

  Hello *****. When we receive your device for inspection, we double-check the specs, and serial number, and update the quoted trade-in value accordingly. If your specs warrant a different value, we will adjust the trade-in amount, and you will be notified via email.This also means, whatever device is shipped, we use the shipping label to determine which trade to receive it under. In your case, both trades will be updated to what is received in that package. 
  
  

• Initial Complaint

  Date:01/10/2025

  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 sent in two separate trade ins (*********** and ***********). It has been two weeks and I have not even received an email communicating it was received even though tracking shows it was signed for. These are both extremely high value items and zero communication is unacceptable. I have sent in service tickets that have gone unanswered and Im afraid Ive been scammed.

  

  Business Response

  Date: 01/10/2025

  Hello *****. We're sorry there has been such a delay with marking your trades as received. Because of the Canada Post Strike, there has been a backlog of deliveries at our facility which caused a delay. Regarding your support ticket, we only see one that was sent to us yesterday. Our support response times are within 1-2 business days. Our support team will take a look into your trade and provide an update by next Monday. 

• Initial Complaint

  Date:01/10/2025

  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 returned trade in box Confirmation #*********** with iphone inside on 12/23, delivered on 12/27, *** Track 1ZE9E5729040445723, phobio emailed me on 12/30 stated that empty box without device received. I emailed phobio customer service support right away on 12/30, then 1/2, 1/5 1/8, with request number (#*****) (#*****) (#*****) (#*****) (#*****) (#*****) No any response at all until today, " This Support Ticket has been marked as "Solved," and we hope it was to your satisfaction." from Phobio LLC, it is a fraud, somebody must ***** from those trade in box, apparently, nobody investigate, this is fraud. It is 600 USD trade in value. Phobio has no anyother way contact, no phone, no chat, never emailed me back for investigation or solution.

  

  Business Response

  Date: 01/10/2025

  Hello ****. We hate to see your response to our assistance with filing a claim with the shipping courier. As you may understand, a full investigation will need to be completed with *** plus authorities as this is the second time this has happened with your trades to us. We appreciate your patience as we continue to work with you and *** on finding your missing package. 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22783733
  
  I am rejecting this response because:
  Phobia did not response to me at all  after my email on 12/30, they did not do investigation, just simply told me on Jan 8 case was resolved . After I compliant again, they finally told me to file complaint to ***, also they told me even they file complaint to **** I only can get 100 out of 600 usd back! 
   It is apparently a fraud! No customer service no response no investigation at all from 12/27-1/8! No further information anbout this empty box!  And online other customers also compliant they did the same thing report iPhone was damaged, or received empty box! 
  

  please help me to work against such a scam/ fraud, stop from me!

  why trade in can not be in store in person, then trade in company can not earn profit or steal from customers.?
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 01/10/2025

  Hello ****. We do have records showing we have responded to your support requests. The latest asking for the description of your device to add to the claim. Without this, *** will deny the claim and no payment can be made. Please understand that these claims can take up to 30 days for a response. Thank you for your understanding and patience. 

  Customer Answer

  Date: 06/10/2025

  I filed trade in my Iphone ****************************** program by Phobio LLC on 12/23/2024, Confirmation #***********, we dropped off in *** on 12/27, Phobio claimed "empty box" received on 12/30, then as shipper, Phobio LLC refused to file *** claim to investigate until Feb, 2025, then not cooperate with ***, never response to me by all means since Feb 7. The phone was stolen and activated after I dropped off in *** on 12/29/2024 per police and apple subpoena report. I asked *** for pay for my loss in May, *** finally informed me" We sent check to Phobio LLC on 02/27/2025" I requested *** supervisors to contact Phobio for my check, phobio never respond to me after emails and online requests. I am the victim here, why *** sent check to Phobio without notify me, and Phobio did not pay me any trade in value, set the price at 600 usd in ****** gift card. I got nothing but endless lost. Here, I request Phobio to pay me off trade in value plus compensation at total of *****usd, for my lost not only the phone but times and emotional stress from this lost, emails, phone calls to ***, *****, Police, ******, social media and other authorities. Phobio refused to communicate with me since Feb 7, refused to send me the check and lost....

  

  Business Response

  Date: 06/10/2025

  Hello ****. We will have ****** Shop Card process the payment of $100 *** reimbursement for your missing package. You can expect to receive it within five business days. 

• Initial Complaint

  Date:01/07/2025

  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.

  In 2021 I had done a trade in for my Apple laptop and received a $100 gift card for the Apple Store. This was never spent. I went a week and a half ago to buy something and it was embarrassing to find that the code was not recognized. I have been trying to contact Phobio via their website by filling out a customer contact card and whatnot but have not heard anything back. I have done this twice in the past two weeks. I don't have any communication from them nor is there a phone number to call. I would like a response and I would like phobio to issue a new gift card that will actually work.

  

  Business Response

  Date: 01/08/2025

  Hello ******,
  

  The payment link that included your Apple Gift Card expires after so much time has passed for security reasons, but the ***** gift card never expires. Since this trade was completed on 2021, we no longer have access to it and your trade has been archived. You can try contacting ***** to see if this card was used before and to provide any previous transactions as we would not have the ability to do so. Unfortunately, we can not reissue a payment in this case.
  
  Best regards,