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:06/01/2024

  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.

  Sent an Apple Ipad pro 11" for a trade quoted $385.00 Ipad was in perfect condition. Got an email stating my amount was revised to $0 due to screen burn on and lines. This was not true of my ipad. The screen and case were in excellent working shape. I have done several trade ins with ***** and felt I was treated honestly, I do not feel this company has good intentions.

  

  Business Response

  Date: 06/03/2024

  Hello ****. We've searched our database and did not find a trade we facilitated for your iPad. If you have a trade confirmation number (11 digits, starts with 30), we will have your trade. Please refer to how and where you created your trade and contact that company, for assistance with your concerns. Unfortunately, we did not process the trade you are referring to. 

  Customer Answer

  Date: 06/03/2024

   
  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:04/16/2024

  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.

  We have 12 trade ins done with Phobio, where we sent the correct device but the phone IMEI does not match, and they marked the whole device "Not Received"We have 6 Trade Ins done with Phobio, where they received phones on March 4, over 1 month ago, and have not given us any update yet. We have emailed them the correct IMEI list, and brought to their attention the 6 phones.We have repeatedly tried to reach out to them by their support systems Please help us get a resolution with Phobio, we sent the devices we were supposed to, and it's really holding up our business. Thank you

  

  Business Response

  Date: 04/17/2024

  ****, 

  Your trades were completed through OnePlus's trade-in program, who are working on your case and will respond as soon as possible. Because you created multiple trades using the same IMEI number, it is taking more time to sort this out. As you know, you can only trade in one device at a time using that device's IMEI, not reuse the same one. Thank you for allowing OnePlus to continue working on your case and they will be in touch as soon as possible. 

• Initial Complaint

  Date:03/15/2024

  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.

  Confirmation number: ***********

  

  Business Response

  Date: 03/15/2024

  ***, 

  Were sorry you have not received your payment. It was sent over to Shop Card for payment on 2/21, and it's typically sent in 3-5 business days after that. 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.
  Kind regards, 
  
  

   

• Initial Complaint

  Date:02/13/2024

  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.

  My father was trading in a phone. He is 77 years old and has dementia. He accidentally sent the wrong phone to Phobio. He sent his brand new phone instead of his trade in. Phobio decided they will just keep his new phone. We have been trying to get his phone returned for over a month. It was signed for by a specific person. It is in their possession and they refuse to return it. Every attempt to retrieve phone has been replied to with a dismissive,disrespectful response. Im considering legal action. Their customer service team is absolutey inept and negligent. They are literally stealing from my elderly father and think because they are 5 hours away no one can do anything about it. Im disgusted.

  

  Business Response

  Date: 02/13/2024

  Hello ********** We're sorry to hear about your father's condition and that they have shipped us a phone they did not intend to trade in. We have advised that the privacy and protection of our customers are paramount, as we can not discuss trade details with anyone who is not the account owner. We hate to see your accusations of theft when we processed their trade-in as standard, as we were shipped a phone meant for trade-in. Unfortunately, trades can not be canceled after they are received for inspection. This is thoroughly explained in the terms of the program that are readily available online. We hope your statement, "and think because they are 5 hours away, no one can do anything about it," was not a threat to our company as we would need to seek assistance from law enforcement. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21287679
  
  I am rejecting this response because:

     This excuse given is comparable to an elderly person accidentally handing a $100 bill to pay for $20 in fuel - and then the cashier saying all sales are final  

    You received a brand new $600 phone from a man with dementia that intended to send his old phone worth closer to the $100 trade in offered. The trade in offer was made based on the phone model he provided which was his old phone. Thats how reputable trade in shops work . You are taking advantage of an elderly man. You should be ashamed. 
        As for making contact with the person involved, he will email you tomorrow. He did before and was given a canned response requesting he jump through hoops which are difficult for him so he asked his family for help. But he will email you tomorrow, since you refuse to communicate on the telephone knowing this opens opportunity to strong arm older,less tech savvy consumers. 
       As for being concerned about a threat? That just shows the unprofessional mind set Phobio operates within. I am willing to drive my father 5 hours if need be so he can talk face to face since navigating emails and passwords and reference numbers are difficult in his condition. Please, dont fear a 76 year old man with a ******. You stole from him. Thats not acceptable.

  He will be emailing you soon. It would be much easiest if you just would do the right thing like any reputable business would. I would hate for you to lose your contract with Motorola.

   

   

   

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

  

  Business Response

  Date: 02/13/2024

  We apologize for any miscommunication that *** have happened, but we process any phones that are shipped in for trade-in. We are not in the business of stealing customers devices as it is the customer that ships us their device. As we have communicated with you and other members of your family, we will see if the phone can be returned. We hope theres understanding that in no way are operating a business that goes against the same terms that applies to every customer. This is a unique case in which we are handling very delicately. Unfortunately, your accusations do not apply in this case and can cause misleading statements. Thank you again for your understanding. 

• Initial Complaint

  Date:02/01/2024

  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.

  I traded in a smartphone with a company called OnePlus for a order I placed with them to buy a smartphone and than two weeks later I canceled the order with them and I wanted the phone I traded in back, I also contacted Phobio telling them that I wanted the smartphone I sent them back because I cancelled the order with the *************** but they never answered me back. OnePlus gave me a voucher for $400.00 but I told them that I want my old smartphone back and they never answered me back either. All I want is to get my Galaxy S23 Ultra 5G back and for OnePlus to give the money back to them. I'M 70 years old and on Social Security and I need a phone so I want the one I traded in sent back to me. The trade in question is Trade #: ***********

  

  Business Response

  Date: 02/02/2024

  Hello ****. We're sorry to hear about your case. As advised, Phobio does not provide support for OnePlus's trade-in program and you must contact them directly for any assistance. 

  Customer Answer

  Date: 02/02/2024

  I contacted OnePlus about this matter through the Better Business Bureau also, I am waiting for a response from them.

  

  Business Response

  Date: 02/02/2024

  Thank you for letting us know ***** contacted the appropriate recipient. We hope your matter is resolved with them sooner than later. 

  Customer Answer

  Date: 02/02/2024

  Can I get my smartphone that I traded in back from you if OnePlus refunds the money back to you? It was a ******* S23 Ultra 5G.

  

  Business Response

  Date: 02/06/2024

  ****, as stated, you must contact OnePlus regarding your case. OnePlus will be able to answer any questions you have on the resolution you're seeking. 

  Customer Answer

  Date: 02/06/2024

   
  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:01/11/2024

  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.

  On Dec 03, 2023 I bought a ******** Edge 2023 phone from motorola.com. The phone had a trade-in offer. The web site accepted my trade-in request for ************* phone, and gave me $15 discount. The trade-in confirmation # is ***********. The trade-in was handled by Phobio LLC, which sent me a prepaid box. I followed their instruction to reset the phone and mailed it back to Phobio. My trade-in phone was in good condition. Phobio received the phone on Dec 28, 2023, but immediately rejected the trade-in. They returned my phone and charged my $16.53 ($15+tax). Their website for this trade-in does not show any reason for the rejection (see the attached screenshot). I submitted a request on their website asking for an explanation, but did not receive any reply.I request to get a prepaid box to send back the phone again, and get refund of $16.53.

  

  Business Response

  Date: 01/11/2024

  Hello Yue. With ********** trade-in program, customers must send in their trade-in phone before their 21-day trade period deadline. This period is set by ******** based on when the order was placed. Phobio does not have access to orders, only the date in which the trade expires. Unfortunately, it was not received by the expiration date and ******** canceled the trade. When this happens, we are instructed to ship back the trade-in phone if it is received after the trade has canceled. Please review the full terms of the program to ensure they were adhered to at ***************************************************************;

  Customer Answer

  Date: 01/11/2024

   
  Thanks for explaining the reason for rejecting the trade-in. Phobio should have put that on their website. After learning the reason, I don't blame ******* for the rejection. Because the trade in process uses *** Ground for shipping, the shipping process is very slow. The limit of 21 days is too tight. I think ******** should update their policy.,
  

• Initial Complaint

  Date:01/11/2024

  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 my ****** Pixel 6 Pro into Phobio, but upon inspection they said I sent in a ******* Galaxy A14. After contacting support, they said they would not send back the wrong phone and I could ignore the emails saying the phone would be sent back.I sent the **** number of my Pixel 6 Pro, and they said they had no records of it and that I sent them a Galaxy. At this point, there's only two possible things that happened:1) I'm a liar and I did send in the wrong cheaper phone to try to get more money. This is a dumb thing, because it would never work when Phobio actually inspects.2) A bad actor at Phobio is taking cheap phones and swapping them for nicer more expensive phones to resale them themselves to make a buck.Then while I'm waiting to hear back, Phobio sends me back the wrong phone. Finally, support responds after they've already sent me back the wrong phone saying they don't believe me. I ask to escalate the issue, but then support won't respond to my emails. So now I'm out over a hundred dollars and have a phone that's not mine. It was a very rude process and insulting to be implied a liar. How dumb would I have to be to send in a cheaper phone in hopes that Phobio wouldn't notice. I'll never do a phone trade in again. The consumer has very little power to prove they sent in what they sent in. I have my **** number, my original phone box, receipt, but nothing will work. It's a terrible way to treat a customer.

  

  Business Response

  Date: 01/11/2024

  Hello *****. After a thorough investigation, we did not find the **** you provided. Each device sent to us for inspection is kept with the package it came in throughout the inspection. Unfortunately, in this case, we had no record of a different phone being sent to us, only the phone inside the packaging for your trade. Whenever a trade is not accepted, we must return that device to the customer. There is only the evidence we presented, and we opened an investigation based on your claim that we switched out your phone. We're sorry, but a refund can not be made based on the evidence we've gathered. 

• Initial Complaint

  Date:12/18/2023

  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.

  I sent my device into **********************. After their inspection, I decided to NOT accept their offer and requested the return of my computer. They sent the computer back to me; however, the DID NOT include the *********** adapter I had sent in with the device. Their website CLEARLY STATES that power adapters are returned when a return is initiated. The online support has not been helpful in the least, and I have not been able to get my device--which is now stolen by them--back. Name: ************************* Email: ********************** Phone: *************** Trade Number: ***********

  

  Business Response

  Date: 12/19/2023

  Hello ***, 
  We're disappointed you feel we've stolen your computer and power adapter. Unfortunately, we could not accept your trade as your computer would not power on. The trade value was revised to reflect its ineligibility. We returned your computer on 12/13 but failed to include your power adapter. We are working on sending your adapter to you overnight. Please forgive us for this oversight. 

  Customer Answer

  Date: 12/19/2023

   
  Better Business Bureau:
  
  I appreciate the prompt response in this matter. I will still note that I have yet to receive any confirmation that the adapter has been shipped back to me. Given the response to this inquiry, though, I am hopeful that the company will promptly ship back the item. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2023

  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.

  Sent an iPhone in to them for trade-in through ******** site. Phobio acknowledges that they received the phone on 11/07/2023 and inspected it. They found it was good and promised to send a $525 gift card on 11/13/2023. The only support system with the trade-in dashboard, has been said processing payment since then. I have repeatedly contacted them through that dashboard, but got no response! Contacted ******, and they told ****** I had never emailed them....no email option on their website...just the dashboard. Here is the confirmation number ***********.

  

  Business Response

  Date: 12/11/2023

  Hello ***********. Our support email can be found on our automated email updates where you can get in touch with us directly. Unfortunately, we have no records of any contact via the Trade Dashboard page. Luckily, we were able to provide information on how to obtain your digital payment since it was already emailed to you. If you need to get in touch with us, please email **********************************. 

• Initial Complaint

  Date:11/21/2023

  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 offered a trade in for new phone purchase. I agreed to send in my old phone as part of promotion. Once they finally received the phone, say there is a defect in the charging port. I have been using this phone daily , as it was functional, now I'm being told it doesn't work after arrival with them, sending me a photo of the port.

  

  Business Response

  Date: 11/22/2023

  Hello *******, 

  One of the first things we do when receiving devices for trade-in, is to plug them into known good chargers to make sure it stays powered on throughout the inspection process. You can view our complete inspection process online at ************************************************. Unfortunately, after trying different chargers, we found there was an issue with the charging port. We're unable to offer the quoted trade value on any power related issues. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20903439
  
  I am rejecting this response because: i was using this phone as my only phone to communicate with. while waiting on the new phone to arrive and do the data transfer between the phones, i find it highly suspect that i was able to accomplish these actions with a chargeless phone. either there was an issue during shipping or at their facility while waiting to perform the test or the results are bogus. the phone transfer took 5 hrs through bluetooth. this just seems really convenient. also i would not have purchased this phone without the trade in, as well as making the purchase of the phone on said malfunctioning device.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/22/2023

  The phone either does not charge when plugged in or does not transmit data through its data port. We can not accept any devices if the charging cord needs to be held a certain way to hold a charge. If this were to happen in transit, there would be significant physical damage to the housing. Unfortunately, with our findings, we can not accept this phone for trade-in. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20903439
  
  I am rejecting this response because: this is a joke. the phone has no physical defects other than this, so called, highly suspect, claim. really disappionted and susprisingly unshocked by this issue. i would be insterested to see their books to see where the profit is made in rejecting phones and recycling them. reddit is full.
  
  Sincerely,
  
  *****************************