Business Profile

Cell Phone Supplies

Motorola Mobility

Headquarters

Complaints

This profile includes complaints for Motorola Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

360 total complaints in the last 3 years.
137 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/21/2025
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.
Kindly need assistance with cell phone service. Alot of unauthorized background usage. ************ is being compromised. Look forward on your reply.
Business Response
Date: 07/22/2025
Our records indicate last point of contact with customer was 7/14/25. Customers issue was signal service with carrier and device was possibly hacked. Our technicians assisted the customer with hearing other people talking when he is using the device. Our technicians assisted with ensuring the device had the last updates. Customer was advised to contact his carrier for assistance with signal issues. As Motorola is the manufacturer and the carrier provides service. If customer needs more troubleshooting with manufacturer issues, we request customer to call ********************** so we can assist. Customer provided statement from Consumer cellular and we do not assist with another companies statements. Customer would have to contact Consumer Cellular for statement issues.
Initial Complaint
Date:07/21/2025
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.
I bought a Motorola edge 2024 from spectrum I have been having nothing but problems with the phone reverting back to default settings everyday since I received the phone. I called spectrum and they told me I needed to get the phone warrantied from Motorola since the phone was a faulty ******** I called Motorola and basically got no where with these people they kept trouble shooting my phone instead of warranting the phone for all of the problems I have been having since day one so basically Motorola is telling me they won't warranty my cellphone that I paid big money for this isn't right I shouldn't have to go through this with this cellphone I only had the phone for 2 months it's still under warranty.
Business Response
Date: 07/23/2025
Our records indicate we have tried to assist the customer with troubleshooting his issue. We show the customer did not want to continue troubleshooting his issue. Customer issue is software/Apps so customer may want to troubleshoot with his carrier also. We offer to continue troubleshooting at the customers' convenience. We can offer a warranty repair/ replacement but we can not guarantee it will resolve issue since customer is having a software issue and ****************** is the hardware.
Initial Complaint
Date:07/17/2025
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 would like a Device Master Unlock for This Motorola Model Product that was a device replacment for a Tracfone Device puruschase for Florida Victim Claim
Business Response
Date: 07/18/2025
The IMEI # the customer provided is Tracfone.
******** carries their own warranty for their devices.
Customer would need to contact Tracfone for assistance.
Initial Complaint
Date:07/15/2025
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.
Repeated Device Failures, Denied Warranty, and Unresolved Replacement Motorola Razr+My wife and I both purchased Motorola Razr+ phones. Her first device broke shortly after purchase. Despite being brand new, Motorola denied warranty coverage, forcing us to pay out of pocket for a replacement device.The replacement phone then developed the same issue, and when we attempted to initiate a replacement through Motorola support, I never received the information to follow through with it. We were left without a functioning device and no resolution.Separately, my own (third) Razr+ phone has now also experienced the exact same problem, indicating a clear manufacturer defect in this model.We have spent significant time, energy, and money trying to resolve this, only to be met with poor customer service, ignored follow-ups, and repeated device *********** this point, we no longer want any Motorola Razr+ replacements. We are requesting:A full refund for both defective Razr+ phones.A replacement with a different, reliable Motorola model or refund of our original purchase amount so we can select an alternative device ******************************** has failed to honor its warranty, failed to follow through on promised replacements, and has provided no adequate resolution despite multiple attempts to contact support.We are asking Motorola to take immediate responsibility for these defective devices and issue appropriate refunds and replacements.Desired Resolution:Full refund for both defective Razr+ devices.Replacement with a different, proven reliable Motorola model (or refund in lieu).Written confirmation of resolution.
Business Response
Date: 07/15/2025
The customer contacted us in November of 2024 and stated they dripped the device and part of the hinge was damaged. The customer was unable to provide an IMEI number, which would be required to check the warranty and set up a repair/replacement. The customer then contacted us on 7/15 demanding a different device replacement. The **** would be required to check the warranty options available to them. A different device or refund are not available as the device is not within the Buyer's Remorse Period and purchased on **************************. We are only able to provide the valid warranty options. The customer will need to work with our agents to go over the warranty options for their device.
Customer Answer
Date: 07/15/2025

Complaint: 23602993

I am rejecting this response because: this is an inaccurate reflection of what occurred.

After the first phone was broken, which I had assumed was dropped because of the damage, and we bought a replacement phone the same exact thing happened to it. Which means that it didn't get damaged due to being dropped. Because now that it has happened to a THIRD phone, and reading tons of posts and comments by other Motorola Rzr+ phones, I have come to realize this is not user error. This is a common occurance with these phones.
I had reached out and requested help for the replacement phone. I tried calling them many times and would get through the process only for the call to drop and have to try again. When I finally got through to someone, they told me about the premium repair option but there was no follow up.

Now a THIRD separate device (purchased from their website) is having the same exact issues and every time I call the call drops. I would love to sort this out with Motorola but every time I call the call drops and no one calls me back.
As per the comment related to the **** number, when I expressed to Motorola the phone is broken there is no way to get access to that number they were unable to give me a solution. The screens are not usable in a way that would allow me to have access to that information.
Sincerely,

****** *******
Business Response
Date: 07/24/2025
The customer would need to get the **** numbers from their carrier for us to look at the warranty options available for their specific devices. Without this information we are not able to set up any repair/replacements. The customer should work with our agents on looking into the warranty options once they have IMEI numbers for the devices with problems. We consider this matter resolved until IMEI numbers are provided.
Initial Complaint
Date:07/12/2025
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 purchased a Motorola Razor phone 2/24/2025. It is a phone that folds in the middle. I opened the phone today (7/12/2025) and the hinge broke. I went by the store I purchased it from and they said I had to call Motorola because there is a 1 year manufacturers warranty. I called Motorola and was hung up on twice. I spoke with three people in total and no one would help me. I emailed a picture and was told by the representative that they would not fix it because I broke it and I did not. I told them more than once the hinge was tight from the start and no one wanted to listen to me they just kept saying it was my fault and they would not fix it. I paid almost $600 for that phone in February for it to last me not even 5 months. I have a disabled husband and an elderly mother that rely on me and I need to have a cellphone. I also do not have the money to go out and purchase a new one and I had no choice. The carrier Xfinity was no help either they would not do anything to help me because I did not get insurance and to me that was not fair because of the amount of time I had it. I want this looked into because I am told that this is a manufacturing defect and Motorola is not fixing it. I am very upset that I am now out all that money that I do not have because I have a disabled husband and we are on a fixed income.
Business Response
Date: 07/15/2025
The customer spoke with the Supervisor of the executive escalations team and was offered the warranty repair/replacement options. The customer refused as she purchased a ******* device. The customer was requesting a reimbursement and was advised that, that would not be available as the device does not meet the Buyer's Remorse parameters. We consider this matter resolved unless the customer chooses to move forward with one of the options available.
Customer Answer
Date: 07/19/2025

Complaint: 23592385

I am rejecting this response because: I want me money back. They offered to fix the product I already bought a new one because I had to incase my elderly mother or disabled husband needed me. Fixing it is not acceptable.

Sincerely,

******* *******
Initial Complaint
Date:07/12/2025
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 have uploaded a new program into my system without my permission that had completely destroyed my cell phone that is a Motorola g. they were at bolt of sending this to my phone when they knew that there were problems and they did not do any quality control to make sure there was no problems. but they still did it anyway and because they have to replace my phone they're trying to charge me $20 for their mistake. I shouldn't have to pay for anything while this is in warranty and everything is completely covered there is no extra charges for 20 bucks that they're trying to get out of me. this is an extra fee that is not in the contract. and now I'm stuck without a phone that hardly even works at all most of the time I can't get into anything I just get a blank black screen. this is because what they downloaded into my phone without my permission once again.
Business Response
Date: 07/14/2025
We have no cases for this customer. The customer will need to work with our technicians for assistance with this issue they are experiencing. We consider this matter resolved until the customer contacts us at **********************.
Customer Answer
Date: 07/14/2025

Complaint: 23591352

I am rejecting this response because:
I have contacted technicians I went through T-Mobile to you guys which spoke with you on my behalf and you inform them it was going to be I have to pay money and that you weren't willing to hear anything else and that is what they informed me of yes you do have a case with me I can go back in contact T-Mobile right now and get a copy of the whole conversation yes you do

Sincerely,

M.******* ******
Business Response
Date: 07/14/2025
We have no cases for this customer. The customer will need to work with our technicians for assistance with this issue they are experiencing. We consider this matter resolved until the customer contacts us at **********************.
Customer Answer
Date: 07/15/2025

Complaint: 23591352

I am rejecting this response because:
As I have stated before because you cannot read because you do business with a company and you would give them permission to speak on your behalf they have stated you are solely responsible for the charge of the $20 for the phone that could not accept the Android 15 update because there was a glitching you did not do the software transfer properly therefore this is the chat law will they telling me you are the only one responsible for this and all they do is provide network service only so again yes this pertains to you yes you are responsible for the attempt to charge me $20 for a software failure I'm not accepting anything else other than you fix the issue

Sincerely,

M.******* ******
Initial Complaint
Date:07/12/2025
Type:Order 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 got two razr flip phones. I paid upfront for them both. Over $1500. One of them started changing colors on the big inside screen. Eventually went black and no longer functioning. The little front screen i can use. This is less than 3 months after ****** them. So i called Motorola warranty Nd they cant help me. They are asking that i pay $29.99 plus put up a $300 deposit or go without a phone for 3 weeks. Iv always had ******* and any issues they would send a replacement and return envelope id activate it and zend .my old one off. So im w ***** using this little front screen. This is a know issue with these phones and i feel like this is a way for them to deflect warranty. As im sure some people's cant come up with $350 to lose or go without a phoe. Its easier to go vet a new one. Shame on Motorola you need to do better. Im not stopping here im collecting signatures
Business Response
Date: 07/14/2025
The customer spoke with our team and was offered both warranty options for repair and the one-time courtesy replacement option. However the customer refused due to the fee of the Premium Mail In option and security hold. We consider this matter resolved until the customer would like to move forward with one of the warranty options available.
Customer Answer
Date: 07/14/2025

Complaint: 23589794

I am rejecting this response because:
This is a known defecton Motorolas part. When my car a
Had a recall, i did not have to pay. When .y ******* phone wemt down i didn't have to pay. Not everyone has am extra $300. To let you hold for a month, especially for a decect you know about. So all the people who can't afford it cant get their phones replaced. Bet that drops the number of x
Defected phones and is good for Motorola. You bave no place for me go go in a swap it out like ******* has. Your two offers are detramental, go without a business phone for 3 weeks or pay $350.00 again for no fault of my own. Motorola bully i see legal action must be taken. I see a class action. Ps my ofher phone just started with the screen going out. Shame on Motorola. Do better , like ******* and *****. Whom gou will alwaysook up to. From last place

Sincerely,

***** ******
Business Response
Date: 07/15/2025
The security hold is required as we ship a certified like new replacement device to you first. Once you receive your replacement device, you send the defective device back and the security hold is lifted. This is not a charge and reverses once received into our system. This only becomes a charge if the device is returned damaged and does not have ******** coverage or the device is not returned to us. The warranty options provided are standard repair/replacement options for cell phones. The customer would need to contact us to set up a warranty repair/replacement. We consider this matter resolved.
Customer Answer
Date: 07/15/2025

Complaint: 23589794

I am rejecting this response because: they are telling me when its resolved. Goes to show the customer service is as bad as the $300 bold we must put up this isn't done with and what happened to custom service. ? A thing of the past. I will NEVER recommend Motorola to anyone. But when i called in for my other phone that's on ******** no hold. No depositno fee. Replacement was shipped. But im on metro o lower class predominantly black customer base they want to charge. May i ask why? Is racism still alive Motorola? Action will be taken.

Sincerely,

***** ******
Initial Complaint
Date:07/10/2025
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 bought a phone from ************************* (Motorola Mobility LLC) for $****** ************* 2025) and they bought one from mefor $115.00 ******* Pixel 5 5G). They both have phones. So, the total comes to ****** + $115.00 = $446.49. So far, they have refunded me in 3 instalments Of $15.00 + $100.00 +$204.41= $319.41. So, they owe me $446.49 - $319.41 = $127.08.I have called several times and every time I was told that they Understand the situation & will Escalate the issue so I can get the refund within a few days. But nothing resulted from the phone call and neither did anything from the several back-and-forth email communications. I hope this Clear the issue. I am also including my email communications with Motorola as well.
Business Response
Date: 07/14/2025
The difference for the tax that was not refunded, has since been refunded. The full refund has been processed at this time. For further information, the customer will need to speak with their banking institution. We consider this matter resolved.
Customer Answer
Date: 07/14/2025

Complaint: 23580972

I am rejecting this response because:
True, they refunded me in 3 part and the final one after I made the complaints: two days ago.
But they failed to pay for my trade in device that they kept and promised to pay $115.00 for it. Another
unprofessional action they took is that there is no mention of all of these in my Motorola account. See attached details.

Sincerely,

*** **********
Business Response
Date: 07/14/2025
The customer has been refunded the full amount of the order. This includes the trade in amount. There is nothing further we would be refunding as the whole order was refunded. We consider this matter resolved.
Customer Answer
Date: 07/14/2025

Complaint: 23580972

I am rejecting this response because:
They are being less than honest. Just ***** them how much they refunded me
and in what denomination. How much was the final price of their device and how much
they were supposed to pay me for my device. Listen who ever answering this from Motorola,
I will get $115.00. now, or later at Whittier Small Claims court.

Sincerely,

*** **********
Initial Complaint
Date:07/07/2025
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.
Bought a motorola RAZR ULTRA 2025 received the device damaged in a sealed box. Contacted motorola for a replacement under the warranty / the fact it came out of the box pre damaged. Sent ohotos of the damage and everything. They set up a advance exchange claim for me. This was all done June 26th. Its now July 7th and iv received no replacement or communication about the replacement. Iv contacted through live chat and im told due to "undeclared" damaged i need to call them. I have no phone to call them they have my phone. Also i sent ohotos of the phone before mailing it in. So everything was 100% disclosed before mailing it to them. I am owed a replacement device for the damaged one I received. I cannot ne forced to pay for a replacement device on a device I didnt even activate or use. It was received defective and damaged. Photo i sent to agent shows the way the phone was and she agreed to file the warranty replacement. Therefore nothing was "undeclared" as yall claim. I want my replacement phone or my $1300 back for the cost of the phone
Business Response
Date: 07/09/2025
The customers device was received with physical damage. Any physical damage supersedes the issue and is not covered under the standard warranty. The customer has spoken with our escalation team and was offered a one-time courtesy waiving of physical damage fee. The device is continuing to be repaired. As the customer chose the standard mail in option, they will try to repair the device and if they are unable to they will provide a certified like new replacement. The customer should wait to be updated via email with the return tracking number. We consider this matter resolved.
Customer Answer
Date: 07/10/2025

Complaint: 23564314

I am rejecting this response because: the order says advance exchange . A replacement device should be sent to me upon delivery of defective device. I never chose anything. When I contacted they just said they set up everything for me to mail it in do I did. I would prefer a replacement device be mailed today. Just send the replacement I fail to see how hard that is.
Sincerely,

****** ******
Business Response
Date: 07/14/2025
The customer's device was repaired and is being shipped back to them. They should receive an email with the ***** tracking number. We consider this matter resolved.
Customer Answer
Date: 07/14/2025

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.

if my sim card dont work in the ohone just know im contacting again for a replacement.

Lucifer thanks you for your patronage

Sincerely,

****** ******
Initial Complaint
Date:07/02/2025
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 ordered on Motorola website a ************ 2025 on 6/30/25. I never received confirmation from the company that my order was received but I did receive email from ****** regarding financing schedule & interest. 7/1/25 I called Motorola inquiring about order status and expected delivery. I was told order had not been processed due to system upgrade with the warehouse that does the order process. I called back a few hours later demanding an email indicating my purchase and an order number. Finally received the email and when I clicked on the link to find order status, it said order not found. So I called yet again and was told the order had not been found because it was not processed due to Warehouse system upgrade and the system down however the email clearly indicated before the link is clicked, that the order was processed. I was told to call back in a few hours. Called again a few hours later and was told same thing. Order has not been processed due to Warehouse system down. Called again on 7/2 inquiring same and was told the exact same baloney. I was told to call after noon today in the system should be up and running. I called again afternoon and told same thing. No order processed and the representatives has no capability to communicate with Warehouse. This is motorola! A huge company! At this point I told them to cancel my order because I need a phone. Mine is just about dead & there's no other phone in my possession. They told me "there is no button to push to cancel the order! Has to go through the warehouse", the very warehouse with no apparent ability to communicate with! I was told it won't be canceled until the warehouse actually receives my order although the email clearly stated, prior to clicking the link, that the order went through. I called a few hours later requesting cancel again and was told they can't cancel it.This is ridiculous. It's a lot of money! I don't want to receive it only to pay restocking fee as I will not deal with this company.
Business Response
Date: 07/07/2025
This order has been shipped and is out for delivery. The customer has been sent the *** tracking number via email. If the customer would like to return it for a refund, they will need to contact us to set that up. We consider this matter resolved.
Customer Answer
Date: 07/08/2025

Complaint: 23550691

I am rejecting this response because:
after the horrific communication and lack thereof and complete confusion on behalf of motorola, I personally spoke on two different occasions after my emails would not go through, giving solid instruction to cancel this order entirely. These communications took place prior to the device being shipped out. I also requested Motorola contact ******, the company which I financed the device through. Yesterday, *** was at my door with a package and I signed for it because I thought it was a device from a different company where I ordered my device after I canceled Motorola. After I signed and I took the package from the delivery driver, I saw the return stated Motorola so I gave it back to the *** driver and apologize and told him I was refusing delivery. He marked the box and put it in his system as return to Motorola. If there is any question to this, I have the video from my doorbell with audio. So Motorola did not cancel the order as they promised in two different phone conversations, and they have not contacted Affirm because I have already been charged. This needs to be rectified immediately. I am glad all of this happened prior to me actually purchasing the device because I could only imagine problems if there was ever a technical issue. When a consumer spends this type of money especially with a company as big as Motorola, this entire situation is unacceptable.

Sincerely,

**** *******

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