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:01/10/2023

  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 phone which was in mint condition as a trade-in to phobio for a new phone I purchased during the holidays on motorola.com. Phobio sent my phone back without any explanation. I contacted phobio support and they said my phone shouldn't have been returned to me and for me to send it back to them so I could get the discount. So I sent it back, and they sent it back to me again! I just received it today for the second time! I would like to be compensated for this malicious service and to be credited for the phone that got sent back to me twice ($130 discount towards the new phone I purchased).

  

  Business Response

  Date: 01/20/2023

  Hello ***! ******** has informed us that you were never charged back for your trade-in because you returned you new purchase. As it stands, your case has been resolved according to ********. If not, please let us know. 

  Customer Answer

  Date: 01/20/2023

   
  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:01/05/2023

  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.

  I sold them an item thought the trade program and ******* ******** they are partnered with) and they have not given me the money for the item I sold them a month ago and you cant get a hold of anyone at Phobio and ******* says they dont know anything.

  

  Business Response

  Date: 01/06/2023

  Hello *******! We're sorry to hear you have not received your payment. Please contact us at ******************************************************** with your trade details and we can contact Adorama on your behalf. Thank you!

• Initial Complaint

  Date:01/01/2023

  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.

  I purchased a phone they ******** and selected to trade in old device. Once I received the new device I cleared my phone and was sent a shipping label on November 29th. The email specifically states that I have 21 days to return my old device. They received the device by the 12th of december and still refused my trade starting I should have returned my device by December 10th. I have the email stating that I didn't even receive my shipping label until November 29th and then they only gave me until dec 10.Please see email correspondence below for additional details.there I've been speaking with another representative please see the correspondence below. I have also attached a screenshot that shows that I had 21 days from the date that I received the email on November 29th to return my device. I did that and was told that you received the device on the 12th of December. I would like credit for the device that I tried to send you guys based on all the information that I have and the information that I've provided to you I'm extremely upset that I am having to go through this process at this point as I have upheld my end of the bargain.---------- Forwarded message ---------From: ******** Support <******************************************>Date: Tue, Dec 20, 2022, 10:43 AM Subject: Re: Re:To: ********************* <*********************>Sure, you can email our Director of ************* at ****************************************************************************************** regards, ******Customer Support Advocate ******************************************************** --------------- Original Message ---------------From: p s [*********************]Sent: 12/20/2022 1:36 PM To: ****************************************** Subject: Re: Re: I would like to speak to a supervisor. On Tue, Dec 20, 2022, 10:20 AM ******** Support <******************************************> wrote:Unfortunately, this can not be reversed but you can refer to the ****************** for an explanation of the cancellation at ***************************************************************** regards, Ace H.Customer Support Advocate ******************************************************** --------------- Original Message ---------------From: p s [*********************]Sent: 12/19/2022 3:09 PM To: ****************************************** Subject: Re: I would like to contest this decision. I have attached a screenshot of when I received a notification and the email for the shipping label on November 29th I sent it within days of receiving that label it clearly states that I have 21 days from the date that I received the label to return the product and 21 days does not equate to the 10th. I am extremely upset that I'm going through this process and completely disappointed. Please see the attached screenshot and help me understand how you're going to make this right. On Mon, Dec 19, 2022, 11:25 AM ******** Support <******************************************> wrote:Hello *********, Thank you for contacting Phobio Support. Unfortunately, your trade was canceled because we did not receive your device by your quote expiration date. Your trade expired on 12/10, and it was delivered on 12/12. Because your trade was canceled, ******** will charge back the trade value and your device will be returned. Your *** return tracking number is (1Z7106X00391933901). Please let us know if you have any follow-up questions.Kind regards, ******Customer Support Advocate ******************************************************** --------------- Original Message ---------------From: p s [*********************]Sent: 12/16/2022 3:34 PM To: ****************************************** Subject: I have recording an email stating my trade in is being returned to me. Can you please tell me why? Number *********** ********* ref:_00D46Xy1k._5003w1fxfaU:ref

  

  Business Response

  Date: 01/03/2023

  Hello *********, 

  Our Director of Support will be reaching out to you concerning your case and with a final resolution. 

  Kind regards, 

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my iPhone 7 in for the ******** trade in offer and received an email that my trade in credit was revised from $400 to zero because of *** streaks or screen bleeding. The phone had neither of these issues when sent. Can someone please look at the phone and send evidence of the *** streaks or screen bleeding. If neither exists, please provide the full $400 credit. Thank you.

  

  Business Response

  Date: 12/21/2022

  Hello *******! Unfortunately, we have no record of a recent trade-in using your contact information. Perhaps your trade was facilitated by a different company. Please provide us with more information regarding your trade-in to ensure your trade was done by Phobio. 

  Customer Answer

  Date: 12/21/2022

  The order I am referencing the iPhone 7 trade in offer for is order Order Number:W1066024183 (Quote ID Number: *********  
  

  After filing my BBB complaint, I now see my trade in offer for Order Number:W1232153278 (Quote ID number: ********* reduced down to $70 from $1000. I have attached the confirmation that the full credit was being provided before I filed this complaint about the iPhone 7. I am shocked to see this adjustment. 
  

  Please let me know which of the above order numbers were processed via your company because I would like the full credit amount for both devices.
  

  Thank you. 
  *******

  

  Business Response

  Date: 12/27/2022

  Hello *******, 

   

  Unfortunately, your trade was not completed by Phobio. If your trade was not shipped to ** in Georgia, your trade was facilitated by another vendor. We highly suggest reaching back out to Apple so they can direct you to the correct company handling your trade-in. We hope you receive the assistance you need!

   

  Kindest regards, 

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this company to trade in 2 of my old phones. I sent the phones in back in September. They claimed I sent back an empty box. They have been slow to respond to me and have stolen my phones and wont give me credit for them.

  

  Business Response

  Date: 12/27/2022

  Hello *****,

  We're sorry to hear you are disappointed with your trade-in experience. If we receive notice that a package has arrived empty, we have to compete a thorough investigation. This includes evidence from the shipping courier and the sender of the package. Luckily, we insure each package that is shipped to us in to protect our customer in cases of lost or stolen devices. Phobio does not stand to gain any value financially or reputably by intentionally losing devices for trade-in. We have since resolved your case regarding this matter in which you received a payment for both missing devices. Please let us know if further attention is needed concerning your case. 

  Best regards, 

  
  

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the iPad trade in . After I have sent my iPad by using their return package on 09/23/2022, the status is still showing in transit, I contacted them by their website , I have never received any messages from them.

  

  Business Response

  Date: 11/03/2022

  Hello ******, 

  Our records indicate we are processing your payment for the pending delivery of your iPad. Please see the attached email of our response to your email contact. If you need any further assistance, please contact our Director of Support, ***************************.

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to know why my Apple Trade in was rejected by your company. I have not been sent any pictures and no one from Apple can explain to me why the trade in was rejected. I need this fixed ASAP because I have pictures from before I sent the phone off and there are no damages. Not to mention Find My was turned off on my device and I have email proof of that. Somebody needs to take another look at my account because this is unacceptable. Apple is threatening to charge me $140 for my trade in credit because of Phobios negligence and bait/switch practices with trade in devices. Ive seen multiple reviews on this company since dealing with this and if I had known beforehand I would never have done an Apple trade in knowing this is the company they use. My order number was W1096222634 and the email on the account is *********************** Ive already sent a complaint against Apple and now Im sending one to the company that caused it. If this isnt resolved my next stop is my lawyer.Contact me on the following email for further discussion: **********************

  

  Business Response

  Date: 10/24/2022

  Hello, 

  We understand you are experiencing some issues with your trade. As it turns out, your trade has been handled directly by Apple and Phobio is unable to assist with this as we do not have any access or insight into your trade. 

  We apologize for the confusion. Apple will reach out to you to assist with your complaint. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 10/24/2022

   
  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:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 22 2022 I did a trade in with Apple to get the IPhone 14 and trade in my IPhone 13. I was told my estimate for a perfectly good iPhone 13(which it is) would be $470. I shipped my iPhone 13 to Apple on Oct 14 and Phobio(the third party that works with Apple) revised my claim to $130 on Oct 17. I was shocked because again the iPhone 13 is in good condition. I rejected the offer because I can most definitely sell the phone for much more. I am very upset because Phobio genuinely scammed me and other people. I just want the money that I deserve. No one at Phobio has reached out to me despite me reaching out to them. The order number through Apple is W1067104533. I should have taken pictures of my iPhone 13 before I sent it in because from what I have been reading who knows how Im gonna get the phone back. Again I just the money that was estimated and promised to me. Thank you.

  

  Business Response

  Date: 10/24/2022

  Hello ****, 

  We appreciate you sharing your experience and sharing how your trade in has gone. 

  Based off the information you have provided, it seems that Apple has processed your trade and Phobio is not associated with this trade in. As we are unable to locate your account using your name, phone number, email or order number, you will need to speak directly with Apple regarding this trade in. 

  Phobio is unable to assist with this request as it has been handled directly by Apple. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a MacBook to them and they gave me a quote of $100. They sent me back two pictures and changed the quote to $25. I would like to talk to somebody there, the pictures do not look like they represent the computer I sent them. They do not answer their phone. When I tried to fill out the online support form, it gave me an error message. I finally emailed them today. I sent two additional messages on another online form last week, but the answer I am receiving back in my email is a "canned" answer. If they send my computer back, I'm worried it will be damaged. The computer is in very good shape and is operatonal. thank you.

  

  Business Response

  Date: 10/04/2022

  Hello *****, 

  We see that yo have reached out via email. We also see that our Support Director has been personally responding to your Support request. Please continue to discuss your concerns via email so we can work with you to address your concerns. 

  We apologize that you have experienced difficulties with getting in touch with our team, we do offer email Support and aside from the email indicating we will respond within 2 business days, we do not have canned responses we send to customers. We understand that email Support is not always a first choice in communication, but we do tend to have a response time of 24 hours or less. 

  We appreciate you bringing this to our attention. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18161321
  
  I am rejecting this response because: I read all of the requirements and answered them truthfully.  My computer was in good condition. This company sent me pics of a computer that did not look like the one I sent.  The outer case was in good condition and I thought the screen was in good condition. All the buttons worked and the computer started up perfectly.  They adjusted the quote from $100 to $25 and now I am afraid that if my computer is shipped back to me it will be damaged.  I am tired of talking to their customer support via email, getting the same response over and over again.  They should honor the $100 quote and I am very disappointed in this company and will never do business with them again.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/10/2022

  We're very disappointed to hear that you are unhappy with your experience. 

  We are unable to offer the quoted value due to the damage noted on the trade during the inspection. We are only able to evaluate devices based off the condition in which they are received. I see your trade is marked for return. 

  If you have any further questions or concerns, please respond to your Support emails. 

  Best wishes, 

  Phobio Support 

• Initial Complaint

  Date:10/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began the Apple Trade-in process on Aug 15th 2022. The estimate for my 2017 MacBook Pro was $240.The order number is W1292884466. Quote ID Number: ******** Apple partner Phobio LLC received my hardware somewhere around the Sept 10th.On Sept 15 I received an email from Apple stating my trade-in value had been revised, from $240 To now $0.00. The reason given LCD streaks or screen bleeding. I will be clear as possible on this, my 2017 Apple MacBook Pro left my home in near-perfect condition with zero defects to the screen whatsoever.Like most Apple products, it had been a dependable and solid laptop which had served me well for 5 years. I refused this insulting (and outrageous) offer and my laptop was returned to me. When I powered it up, there was now a visible distorsion along the top of the screen. The curser had a hard time passing over it. My laptop had been broken. Instead of $240, I got less than nothing, since I now couldnt even sell it on *********** On September 21st I called Apple customer service to complain.The customer service rep took note of my situation and directed me to send my laptop back. I received another box and shipping label about a week later.On October 1st I received an email from Apple informing me that, yet again, my trade-in value had been revised.This time, instead of $0.00 it would be $0.00. Thats right. The quote was exactly the same! As of today, Oct 1st, I have not elected to refuse or accept the offer. Frankly, at this juncture Im not sure what I should do, beyond a long walk and a good scream. The reality is, Phobio has destroyed my laptop. And I want them to make this right.

  

  Business Response

  Date: 11/03/2022

   

  Hi there, 

  We're very sorry to learn about your troubles with trade in. 

  Your email, order number and name do not populate any information in our system, which means that your trade has been processed by Apple directly and not by Phobio. We understand this has been a frustrating process, and if we had access or insight into your trade, we would be happy to help. At this time, your best course of action is to speak with Apple directly. We also apologize that you have been sent to Phobio in error for assistance. I am passing your complaint information to Apple's Executive Escalation team. 

  Once you have spoken with them, we do request you remove your complaint against Phobio. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 11/04/2022

   
  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.

  Resolution was achieved after a representative from the Apple Executive Sales Team reached out to me.
  
  Sincerely,
  
  *********************