Complaints

This profile includes complaints for EcoATM LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EcoATM LLC

  10121 Barnes Canyon Rd San Diego, CA 92121-2725

  
• 

  ecoATM

  6020 E 82nd Street Indianapolis, IN 46250

• 

  Eco Atm/Gazelle

  100 W White Park Dr Nogales, AZ 85621

• 

  ecoATM

  49 W Maryland Street Indianapolis, IN 46225

• 

  Eco Atm/Gazelle

  100 W White Park Dr Nogales, AZ 85621

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:03/10/2025

  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 received a box from Gazelle to sell my old phones, I shipped it out using **** and they said they received the sealed box with no phones. They will not provide me with the shipping information or any information on if the sealed box was opened when they received it. They also will not give me my money for my phones. I shipped the box on January 13 2025 and they received it on February 3 2025. After receiving my box they did not contact me to say that anything was missing. I had to call them weeks later to get an update and they told me my phones were not in the box when I indeed did pack them and if it was opened they would've seen the protective label ripped. I also cannot file a report with **** because they have taken down the shipping info and will not supply me with it.

  

  Business Response

  Date: 03/18/2025

  Hello ******,
  Thank you for reaching out regarding your recent transaction. We are sorry to hear about your experience. Our records confirm receipt of the package on February 4th as it arrived empty. As a result, we emailed you an update stating that your transaction was ************ contacted us on February 11th for an update, and we confirmed that the package was empty. At that time, we requested the **** numbers for the devices,but you informed us that they were purchased through *******. You advised that ******* would not be able to provide the **** of the devices.  We also provided guidance on retrieving the **** numbers, but we have not yet received them from you. On March 17th, we sent you a document to complete for each device. As of today, we have not received the completed documents. Once we receive the required information, we can proceed with reviewing your claim for possible payment. We appreciate your patience and understanding. If you have any questions or need further assistance, please contact our customer care team.

• Initial Complaint

  Date:03/07/2025

  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 am writing regarding an item that has not been returned and I have been working with Gazelle aka ECOATM for the last 2 months without any resolution. I am looking and have provided the documentation more than 4 times but I have not received a resolution for losing my device. I am asking for the 2 months of trying to resolve this for the 68 dollars it was assessed at when I sent it in. Please see every email with them. Item was sent back on 1/24/25 First contacted 2/21/25 regarding the lost device Contact 2/23/************************* Customer Support *********

  

  Business Response

  Date: 03/12/2025

  Hello *****, thank you for reaching out to us regarding your recent transaction. We sincerely apologize for the delay in processing your claim and appreciate your patience. Your device was received on 1/18 and processed on 1/22, at which point we identified that the activation lock was still enabled and required a response from you. On 1/23, you informed us that the activation lock was removed, and your claim was escalated for reevaluation the same day. You declined our offer on 1/23, and we provided the return tracking information when the device was shipped back on 1/24. On 2/20, you contacted us for an update on the return as the device had not been received at this time. We sent you a document to fill out on 2/21, which we received on 2/26. Your claim was escalated to a supervisor for review, and on 3/10, after further investigation, we confirmed that the return tracking number showed the device was delivered. On 3/10 ,you reached out via email and confirmed that you had received the device. We apologize for the delay and any inconvenience this may have caused and have shared your feedback to help improve our processes. If you have any further questions, please contact our customer care team.

• Initial Complaint

  Date:03/03/2025

  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.

  Around Jan. 26 a cell phone that I own and pay for so that my 76 yr old mother can use was taken from her and sold to this company through one of their many kiosks that are located in grocery stores. Once I relocated the phone my husband contacted the company about getting it back. Their customer service agent said that we needed to fill out a form and that a police report did not need to be filed. We did what they instructed us to do. In subsequent emails we supplied proof of ownership, proof of purchase, and the **** for the phone. Five weeks later they are refusing to send the phone back even though we have provided all documentation. We have sent multiple emails and they just send the same form email in reply, never addressing our questions or concerns. I am requesting that my phone be returned to me as they are in possession of stolen property and seem unwilling to work with me to return it.

  

  Business Response

  Date: 03/07/2025

  Hello **** and *******,thank you for reaching out to us regarding your mothers missing device. We sincerely apologize for any miscommunication or inconvenience you may have experienced throughout this process. You initially contacted us on 1/26 to report the missing device, and we requested the ***** which was provided the same day. On 2/6, we confirmed the device was received at our warehouse with initial notification provided via email. After further review of your claim and transaction, on 2/10, we requested additional information/documents due to conflicting details, which you supplied on 3/2. Our team followed up requesting a copy of the police report on 2/10, 2/14, and 2/17 as part of the additional documents needed. On 3/4, we contacted you to review your claim, at which point you informed us that a family member had taken the device. To resolve your claim, we offered you the option to buy back the device, which you accepted. We advised that once we receive the money order, we will ***** overnight the device back to you. As of today, we have not yet received the money order, with the device flagged awaiting return. Please reach out to our customer care team if you have any questions or need further assistance.
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped an Iphone X (64GB) in for their trade in program on Janaray 30th - Order ID ************* I got two messages from Gazelle that my phone was carrier locked, and then got a subsequent message that it wasn't locked but it magically turned into another phone entirely. The *** I spoke to on the phone said that I should request a refund and that I would just get my phone back. I was confused how they could give me my phone back when clearly they had swapped it in their sloppy handling. He said that it could just be a mistake. I had him cancel it, they sent back the wrong phone. My phone was a black iphone X in mint condition, and they sent me back a white iphone 8 plus with a giant cracked screen. Twice they said they would escalate my issue to their "management" and I have heard nothing back. My own culpability in this matter is that I didn't document my phone well enough before I sent it to them. I thought they were trustworthy - clearly they are not.

  

  Business Response

  Date: 03/03/2025

  Hello ******, thank you for reaching out regarding your trade in transaction for an iPhone X 64GB device. We sincerely apologize for any inconvenience or frustration this may have caused. On 1/31 we received the device shipped for your transaction with the inspection completed on 2/04. Upon processing, we identified the device model changing to an iPhone 8 model and informed you of this discrepancy via ********* contacted us on 2/5, disagreeing with the inspection, with our team offering to reinspect the device, but you declined both the reinspection and the decline/return option for your transaction. Due to this, we requested the **** of your device on 2/5 to confirm device details, but you were unable to provide it. The device was returned to you on 2/6, but upon receipt, you confirmed that it was incorrect. We again requested the correct **** to verify and resolve the issue, but as it was an older device, you were unable to provide. On 2/25, a support supervisor reached out to request that you return the device received; however, you informed our team that the device had since been shattered and could no longer be returned. At this time your claim has been resolved with additional compensation provided and accepted. Your payment was processed on 2/27, and the confirmation was emailed to you. If you have any further questions, please dont hesitate to contact our customer care team.

  Customer Answer

  Date: 03/03/2025

  
  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.  I consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:02/18/2025

  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 offered to sell my iPad for $49.00 to Gazelle which is a company that buys and sells used iPhones, iPads, etc. I shipped the item to them on 1/27 and now cannot get anyone to provide me with what is going on with my iPad that I shipped to them. Ive tried chat sessions and emails but have had no success. Now they have my iPad and I have nothing in return. False advertising and kept my iPad.I have made numerous attempts to get answers, however, they conveniently do not answer questions. If you can get a chat sessions with them, they drop the chat session as soon as you ask for status.

  

  Business Response

  Date: 02/24/2025

  Hello *******, thank you for reaching out to our customer care team regarding your recent transaction. We understand that this situation may be frustrating, and we appreciate your patience. On 1/25 you had reached out via chat to our support team regarding prep for shipment of your device for your transaction created on 1/04. On 2/6, you contacted our team requesting an update and inquired about either receiving payment or having your device returned. At that time, our agent informed you that the tracking number did not show as delivered to our warehouse, and we were unable to proceed without receipt of the item. On 2/13, you reached out advising that the tracking status showed the package was delivered. We confirmed that our warehouse had received your device on 2/11 with the device being processed on 2/17 for the inspection in which you disagreed, requesting a reinspection. On 2/17, your claim was escalated to the warehouse for reinspection, and the device was reprocessed on 2/21. Following the reinspection, our representative contacted you via phone on 2/21 as well as an email sent regarding the updated inspection and offer provide. You confirmed that we could accept the revised offer on your behalf. At this time the payment has been sent out via check on 2/22 and should be received within 7-10 business days. If you have any further questions, please contact our support team.

  Customer Answer

  Date: 02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:02/16/2025

  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 my phone to Gazelle on 12/2/2024 as a trade-in. They were supposed to pay me $650 for it. Tracking info from **** shows I shipped the phone but does not indicate it was delivered.Gazelle customer service has been giving me the runaround on this issue. I provided the ***** serial number and an affidavit of loss at their request, but they have taken no action on my case.

  

  Business Response

  Date: 02/21/2025

  Hello ***** thank you for reaching out regarding your transaction. We sincerely apologize for the delay and any inconvenience this may have caused. On 1/6 you reached out to our support team requesting an update on your trade-in transaction. At that time, we advised that the tracking number for your device showed **** was delayed with delivering to our warehouse.On 1/11,1/15, and 1/17 we continued communication with you regarding your claim escalated to our warehouse team with the **** provided. On 1/22 the warehouse confirmed that the device had not been received, confirming **** still had the device in transit. Due to the delay, we sent you a form on 1/22, which we received back on 1/27 for further review. On 2/01 we followed up regarding the tracking information as **** was now showing this was never received. After further investigation and continued communication on 2/05, 2/08, and 2/10 we advised that the **** on the form provided did not match the one previously provided via phone. We then requested the warehouse to verify whether the secondary IMEI provided had been received. On 2/12, the warehouse confirmed that the device had not been received, which prompted further review of the documents provided and your claim being approved for payment with follow up via phone. On 2/20 payment was processed to the form of payment originally selected for your transaction. Please allow up to 24 hours for the payment to be received. If you have any further questions or need assistance, please feel free to contact our customer care team.

• Initial Complaint

  Date:02/12/2025

  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.

  Sent item they received it after a long month shipping and said no phone was in the box

  

  Business Response

  Date: 02/18/2025

  Hello ******, thank you for reaching out regarding your recent transaction. We understand that this situation can be frustrating, and we are committed to resolving your claim. We received your trade-in package on 2/4, but unfortunately, the box was empty upon arrival. On 2/12, you contacted us for an update on your device's processing, and we informed you that the device was not in the box when it arrived. We requested the **** number to investigate further and verify device details, which we received from you on 2/14. On 2/17, we contacted you and sent a form to complete so we could further investigate your claim. However, at this time we have not yet received the completed form. To move forward with your claim, please submit the completed form by 2/28. If you have any questions or need further assistance, please don't hesitate to contact our customer care team. We appreciate your cooperation and look forward to resolving this matter for you.

• Initial Complaint

  Date:02/11/2025

  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 purchased a phone on Jan 9, but the phone was lost during transportation on Jan 24 I contacted Gazelle more than ********************************************************** they required an affidavit of lost and stolen device which I provided more than 10 times, but the issues are still not ************** is Feb 11 and they still not returned my money and not planning at all Order SHP964958,the tracking #****************************** So I just lost 400$ SCAMMERS I WILL NEVER BUY ANYTHING FROM THEM

  

  Business Response

  Date: 02/14/2025

  Hello ****, thank you for reaching out regarding your recent order. We apologize for any inconvenience youve experienced. On 1/15, you contacted our team for an update on your order placed on 1/7. We confirmed that the item was shipped on 1/9 and advised you to monitor the tracking number for updates. On 1/21, you followed up, and we informed you that the tracking status had been updated but was delayed due to recent weather conditions via ****. On 1/27, you requested to cancel and refund your order, but we advised that we could not issue a refund at that time, as the device had been shipped and tracking updated. On 2/2, you contacted us again, stating that you had still not received your order. We emailed you a document to complete and return for further review of refund. We received your email with the document attached on 2/7 and escalated your claim to a supervisor for review. However, upon review on 2/10, it was determined that the form was incomplete. We requested a completed version of the document, which we received on 2/11. On 2/12, a representative contacted you to inform you that the tracking status had been updated, and your order was scheduled for delivery on the same day. At this time, we have confirmed with you that the order has been received as well as the return label for your device if wanting to return for a full refund. If you have any further questions please contact our support team. 

• Initial Complaint

  Date:02/10/2025

  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.

  My phone was lost in their kiosk 1 months ago . I've called 10 times emailed them and no one knows where it is I want my phone or $300.00 asap

  

  Business Response

  Date: 02/14/2025

  Hello *****, thank you for reaching out regarding your recent kiosk transaction. On 1/15, you contacted our team about your ******** G Pure transaction, requesting assistance in locating your device. We asked for the **** number to flag it, but you were unable to provide it at the time. On 1/22, you reached out again, requesting the return of your device due to not receiving payment at the time of your transaction. We advised that we still required the **** but had not yet received it. As a precaution, we flagged the device using its barcode and informed you that we would notify you if it was located. We have attempted to reach out multiple times for an update with no success to the phone number attached to your claim. After reviewing your transaction, we found no technical errors, and our records indicate that the "Quit" button was selected, which would have prompted the return of your device at the kiosk. We want to resolve your claim and have emailed you regarding the resolution available. Please contact our team at your earliest convenience so we can finalize your claim. If you have any further questions, we are happy to assist you.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/8/2025 my gym locker (24 hour fitness) was broken into. My keys, phone, wallet and car was stolen. I was able to use the find device locator on my phone and discovered that it was at a location where ECO-ATM are stored after being picked up from kiosk location. ECO-ATM is business that buys smartphones. There's no attendant, you simply enter phone information, show ID and sell your phone. I filed a claim with ECO-ATM. On 1/20/2025 I was alerted that my phone was found(email below). I was told to send a police report and fill out a device claim. I have now done all they have requested of me and they still will not send me my phone. I've sent two police reports, where the crime happened (*******, OR -theft) and where additional crimes took place (******** - use of stolen merchandise) and yet I'm still waiting for them to send me my phone. Regards, ******* ******* ------------------------------------------------------------email from eco-atm ecoATM Claim #: C03168802 ********************** We are happy to report that we found your device.Complete these steps to finalize your claim:Complete and sign the Device Claim Affidavit form (Click To Download)Within 14 days, submit the Device Claim Affidavit to: *********************************** NOTE: We cannot move forward with your claim until the requested document is submitted.We partner closely with law enforcement. If you believe you have been a victim of crime, we encourage you to file a police report with your local law enforcement agency. We capture seller and transaction information that can help support investigations and/or prosecution in criminal matters. If law enforcement requests a device as part of an investigation, we reserve the right to release the device directly to law enforcement.If you have questions, please email *********************************** or call ************** during normal business hours (4 am - 10 pm PT, Monday through Friday).Best Regards,

  

  Business Response

  Date: 02/10/2025

  Hello *******, thank you for reaching out regarding your missing device. We sincerely apologize for any inconvenience this situation has caused. For every device sold to our kiosk, we inform customers that we cooperate with law enforcement concerning any missing devices. On 1/9, you contacted us regarding your missing device, and we requested the **** to flag your device. You provided this information same day, and our team searched our system but did not initially find an exact match. We informed you of our process and requested that you complete and return a form, which we received on 1/12. On 1/20, we located your device and requested a copy of the police report in which we received reports from two different police departments. Your claim was escalated for further review on 1/24, but unfortunately there was a delay with the review process. On 2/4, we contacted you requesting Officer ***** ******* email for further communication and clarity on how to release the device. Our legal team also reached out to the officer, and after reviewing the documentation, approved the return of your device. On 2/5, we notified you that your device was approved for return with it shipped out same day and the tracking number emailed to you. According to the tracking information, this has been delivered to you on 2/10. If you have any further questions, please dont hesitate to contact our support team.