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:01/30/2023

  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.

  On December 3, 2022 I sold a phone at the eco ATM kiosk in ******** , **. I was supposed to receive $355 and the machine only gave me $150. I called them and they stated that they were going to send me a check. Weeks went by and I contacted them again and they stated that I needed to wait 10 business days, which it was past that. I waited a few more day and called again, they said they would issue a stop payment and send me a new check. On January 17th , I received a check via ***** and put it in my checking account, a few days later I was notified by my bank that the check is no good. I called ecoatm back on Jan. 20th and explained to them the check for $225 was not good and they stated that they would issue me a new check plus the $30 NSF fee via *****. I still have not received the payment and they have an excuse every time I contact them, all I want is the payment or my phone back. I still have the bad check and I do not understand what their issue is.

  

  Business Response

  Date: 05/08/2023

  Hello,

  Thank you for the feedback! We're so sorry for the troubles you had with the transaction and the subsequent issues with receiving your payment. 
  
  In reviewing your claim and feedback, I have identified where the disconnect(s) was with regards to the check. It appears the agent who reached out about the returned check assumed it was the second check we had attempted to send, but it was actually the initial check (which had been stopped). I confirmed that this was addressed with a check sent for $255 (original offer plus the $30 returned fee assessed). 
  
  Since then, we have implemented new practices and policies to ensure a better overall customer experience with *******************************************. If you have any other questions or concerns about this, please let ** know.

  Again, we sincerely apologize for the errors.

  Thank you!
  Crystal 
  Customer Care Manager

• Initial Complaint

  Date:01/30/2023

  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.

  I sold an iPad 8 to gazelle they owe me 281$ I sent it 12-15-2022 the received it at 1:07 pm on 12-17-22 Ive emailed no reply called was hung up on twice and they refused to pay me

  

  Business Response

  Date: 06/14/2023

  Hello,

  Sorry to hear about your claim. I have reviewed and you were originally quoted $76 for the device  Apple iPad Air 2 64GB WiFi + 4G LTE Unlocked. When we reviewed the device was actually Apple iPad Air 2 64GB WiFi and it had scratches. We had emailed you back on Dec 27th about the offer to accept or decline the offer. Our policy shows that if you don't log in to accept or decline that it automatically accepts the offer. I'm sorry but we cannot send back the device. If you have any further questions please contact ** back. Thank you 

  Customer Answer

  Date: 06/14/2023

  they clearly sent the offer to the incorrect email there wasnt one scratch as the iPad was always in a case I want it returned to me or if they sold it I want one sent like it I would have never ever sold it for that little especially since they sell them for 300$ 

  

  Business Response

  Date: 06/14/2023

  Hello,

  Sorry to hear about your claim. I can go ahead and do a one time courtesy of sending you the $53 Amazon gift code as you received $23 out of the $76. I can have it sent to you either tomorrow or Tuesday next week. Thank you 

  Customer Answer

  Date: 06/15/2023

  
  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:01/30/2023

  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.

  1/28/23 Eco atm located at ************************************************************************** iPhone XR It is a working phone had some damage on the case. It toldme $45 and I agreed to take that. It did not give me the cash option and it asked for Venmo or PayPal. I put my info in for Venmo and it said it couldnt do it at this time and I tried PayPal, same thing could do it and to call the customer service number ************. I held for 3 hours. And never no answer. I called back and again held for another hour. Tried calling 1/29 held another 3 hours. Tried calling all different times. No one ever answers. Tried emailing no response. I either want my phone back or cash.

  

  Business Response

  Date: 05/17/2023

  Hello,
  Thank you for your feedback! We're very sorry for the delayed response to your claim, but are happy to provide an update.
  

  If an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo) or incorrect information was provided. If the payment is successful, we are not able to make any changes once it has been sent. It is then up to the vendor to return the funds if unclaimed after 30 days (Venmo) or 180 days (PayPal). We understand this is not ideal, and are working to improve the process. 

  In reviewing your claim, the payment of $45 was confirmed as failed and on 2/2/2023, we were able to issue you a check. This check was mailed from ********** the next day via **** and should have been received within 10 days. 

  This leads ** to consider this claim as resolved.

  If the above is incorrect, please do not hesitate to contact ** via email at ************************************** call ************ or send ** a DM on any of our ************ platforms, and a specialist will be able to assist you further.
  Again, we apologize for the delayed response, but appreciate the opportunity to resolve the matter for you.
  Thank you
  Crystal
  Customer Care Operations

• Initial Complaint

  Date:01/29/2023

  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.

  This company stole from me. On 01/28/23 I have used this EcoATM machine to sell my phone. It was sold for $215 and was asked to typed in a Venmo account which I provided and was told payment will be sent immediately and nothing all I have got was an email receipt of the transaction with no payment on venmo 24 hrs later nothing contacted the customer service multiple times. Is email and phone no response. Please help

  

  Business Response

  Date: 05/17/2023

  Hello,

  Thank you for your feedback! We're very sorry for the delayed response to your claim, but are happy to provide an update.

  If an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo) or incorrect information was provided. If the payment is successful, we are not able to make any changes once it has been sent. It is then up to the vendor to return the funds if unclaimed after 30 days (Venmo) or 180 days (PayPal). We understand this is not ideal, and are working to improve the process. 

  In reviewing your claim, the payment of $215 was successfully completed to the provided number **********; once confirmed as returned on 3/6/2023, we were able to issue you a check. This check was mailed from ********** the next day via **** and should have been received within 10 days. 

  This leads ** to consider this claim as resolved.

  If the above is incorrect, please do not hesitate to contact ** via email at ************************************** call ************ or send ** a DM on any of our ************ platforms, and a specialist will be able to assist you further.

  Again, we apologize for the delayed response, but appreciate the opportunity to resolve the matter for you.

  Thank you
  Crystal
  Customer Care Operations
  

• Initial Complaint

  Date:01/27/2023

  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.

  My iphone 12-pro was recently reported stolen and set in lost mode and is still in lost mode. Ecoatm kiosk has allowed the thief to sell my phone to them for a 260$ buy. the phone was located now twice through find myiphone app through another device of mine. there was a claim that was reported throught thre ecoatm company claim number C02462108.Re: ecoATM: Resolving Your *************************************** Jan 15, 7:48 PM (12 days ago)to claims I know you have it and it is still at the ******** location in ****** *****. Inside the atm there at the pls check cashing store I went too this location and made the alert go off on my phone So why is it that you don't know if it is in your possession yet When do you collect the phones at this location I thought eco atm had Security set up so that if some one trying to sell a stolen phone at one of your atms it would not accept it On Fri, Jan 13, 2023 at 9:36 AM ecoATM Consumer Claims <*********************************> wrote:Hi Lia,We are in the process of searching our system to see if we have your device. Your device will be flagged in our system for up to 60 days. We will notify you right away if we find it.If you have any questions, please email ********************************* or call ** at ************.Best Regards,ecoATM Consumer Claims Team Here is the information we currently have in our file:ecoATM Case #: C02462108 Name: ********************* Phone: ********** Email: *********************** Address: ************************************************************************************************** Number: *************** Serial Number: this is the email i recieved from the ecoatm claims department

  

  Business Response

  Date: 05/08/2023

  Hello, 

  Thank you for reaching out. We are very sorry to hear that your device was stolen from you, but glad we were able to assist in having it returned to you. 

  We understand the retrieval process was not up to expectations and there was a lapse in communication. We consistently work to improve our processes, as we take our relationship with Law Enforcement very seriously and want to be in compliance with local and federal regulations based on the area.

  Further reviewing your claim filed as ********************* on 1/13/2023, the device was flagged on 1/13/2023 and confirmed when it arrived to our processing center on 1/27. At the time, we were experiencing higher than normal volumes across phone and email channels, making it difficult to keep up with our claimants. I have confirmed the device was shipped back on 2/10/2023 when our Legal team gained authorization from law enforcement in ******, ** where the device was sold. 

  We apologize for the poor experience, but again, we're glad the device has been successfully returned.

  Thank you
  Crystal
  Customer Care Manager

  Customer Answer

  Date: 05/11/2023

  
  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:01/26/2023

  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.

  On January 13th I used an EcoATM to sell my iPhone 12 pro **** They offered me $225 to be deposited into my PayPal account within 48 hours. I agreed to this and input my information. Having not received my deposit after 72 hours, I contacted EcoATM. After 2.5 hours on hold, a representative told me the money had been sent and gave me a confirmation transfer number. She, then, initiated a complaint report as the money had not been received. I was supposed to hear something within 24 hours. I called PayPal and was told that the transfer number was not valid and no attempt had been made to deposit money into my account.After waiting another 72 hours with no response I, again, contacted EcoATM. Three hours on hold and I spoke with a very rude associate who told me there was nothing anyone could do and that "eventually" get a check in the mail. I need help to resolve this and get the money promised for my phone.

  

  Business Response

  Date: 05/17/2023

  Hello, 
  Thank you for your feedback! We're very sorry to hear you encountered an issue during your transaction with us. We are aware of issues that can occur during these types of transactions and our Engineering team is working hard to identify ways to improve the process to avoid payment issues as much as possible. 

  If an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo) or the incorrect information was provided and we are unable to cancel the payment, requiring ** to wait for the vendor to return the funds.

  In reviewing your claim for this C02464047, we see that the email address ************************* was used and once the funds were confirmed as returned to **, we were able to issue your check. The check was mailed from ********** via **** on 1/247/2023, and should have arrived in **** days. 

  If the above is incorrect, please do not hesitate to contact ** via email at ************************************** call ************ or send ** a direct message on any of our ************ platforms you may follow ** on, and a Specialist will be able to further assist you.

  Again, we apologize for the delay in responding, but thank you for the opportunity to resolve this matter!
  Crystal
  Customer Care Operations
  

• Initial Complaint

  Date:01/24/2023

  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 had ordered an IPad on gazelle on October 11. I wanted to return the product and made a return request on October 27. I got a notification that it had been delivered on October 31. After contacting them about my refund, they said that that the package was lost. They made me file a claims report and said that the refund would come shortly. I sent them an email asking for an update and I called them yesterday and they put me on hold for more that an hour.

  

  Business Response

  Date: 05/10/2023

  Hello, 

  Thank you for bringing this to our attention.

  We're very sorry your return experience was delayed as a result of the device going missing in transit. Our team was also experiencing higher than normal volumes across email and phone at the time, and it impacted our ability to properly serve our consumers the way we'd like to. 
  
  In reviewing your claim C02408736, I confirmed we received your affidavit and processed the refund in full on February 1, 2023. 

  If this is not correct, please let me know. Again, sincerest apologies for the experience and we appreciate the feedback you've provided!
  Thank you
  Crystal
  Customer Care Operations

• Initial Complaint

  Date:01/21/2023

  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.

  I went to EcoATM to sell my old device on 1/15. Everything was going well and was able to get information verified as to getting paid on Venmo or PayPal. I agreed to terms and when it came to getting actually paid I didnt. I thought it would give me my phone back if I decided to change my mind at that point and it didnt. Its been almost a week and countless calls and hold time and I still havent gotten paid but I do have a claim number. They said that now it can take up to 30 days before I get paid and now its going to be some form of check. They claim fast and instant cash and they lied.

  

  Business Response

  Date: 05/10/2023

  Hello, 

  Thank you for your feedback! We're very sorry to hear you encountered an issue during your transaction with us.

  If an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo). If a payment has been successfully completed to the provided information on file, we are unable to reissue the payment until it is returned by Venmo or PayPal (30 days and 180 days, respectively). Once a payment is confirmed returned or has been rejected, we will honor the amount via check and are happy to offer additional compensation for the delay. 

  We are aware of issues that can occur during these types of transactions and our Engineering team is working hard to identify ways to improve the process to avoid payment issues as much as possible. 

  In reviewing your claim, I have confirmed the electronic payment was returned 1/23/2023 and check #******* was shipped via ***** the next day. 
  
  We apologize for the lack of communication and timely resolution, but thank you for giving us the chance to remedy the situation. We appreciate your business!
  

  Thank you
  Crystal
  Customer Care Operations

• Initial Complaint

  Date:01/21/2023

  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.

  On January 13, 2023 I arrived at the ecoATM kiosk in the ***************************. EcoATM advertises "CASH FOR PHONES". Even written on the front of the machine. Upon arrival the machine announces "CASH" can only be paid via paypal or venmo. Inconvienient none the least but I could deal with it. 2 iphones were given to the kiosk one 13 mini and a 12. After the trade is done and the phones are unaccesable I select for a paypal payout. Convieniently enough ecoatm is unabale to complete the transfer. Needing the funds for the phones just sold immeadialey i went through the process of setting up a venmo just for the same outcome of not being able to transfer funds through venmo happens again. No payment and no way to get phones out of machine the only option is the call customer service. After 2 hours on hold I am finally connected with a rep. who states a check by mail is only option for me. It will be recieved in 7 to 10 days. A week later follow up call reveals the check now will be written in the next 30 days whenever approved. This is outrageous!!!! CASH FOR PHONES? Stay away from this fraudulent machine unless you want your phones stolen!!!!

  

  Business Response

  Date: 05/08/2023

  Hello, 
  Thank you for your feedback! We're very sorry to hear you encountered an issue during your transaction with **. If an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo).

  We are aware of issues that can occur during these types of transactions and our Engineering team is working hard to identify ways to improve the process to avoid payment issues as much as possible. 

  In reviewing the feedback, I confirmed your transaction has since been resolved as a check was sent from ********** via **** on 1/24/2023. 

  If there are other concerns or issues we can address, please let ** know.
  Thank you!
  Crystal
  Customer Care Manager

• Initial Complaint

  Date:01/19/2023

  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.

  EcoAtm Claim no. C02452316---On December 12/29/22, I sold an iPhone 12 to an EcoAtm located at the *****************************************. The machine accepted the phone and provided me with a payout amount of $130.00. However the machine did not provide me with cash but instead a Paypal or Venmo offer. I selected Paypal and it was denied and still proceeded to take my phone and not return it. I contacted customer service and spoke with a rep who then informed me that the machine was out of money so therefore that was the reason for the payout options. She then apologized and stated a check would need to be mailed to me instead since the Paypal option was denied. After the **** days passed and I still had not received the check I emailed customer and was responded to by ***** that the check was mailed on 1/04/23. I have called customer service several times and am always immediately placed in a holding queue for 30mins and never can speak to a live rep. I have since then sent another email to follow-up with ***** and customer service and still no response.

  

  Business Response

  Date: 04/28/2023

  Hello, 

  
  Thank you for your feedback! We're very sorry to hear you encountered an issue during your transaction with us.
  When an electronic payment fails, it is generally due to the system being unable to verify the provided account details with the option selected (PayPal/Venmo). We are aware of issues that can occur during these types of transactions and our Engineering team is working hard to identify ways to improve the process to avoid payment issues as much as possible. 
  
  We understand the inconvenience of a check and further frustration when said check does not arrive. We were able to place a stop on the check that was shipped, and confirmed a new check was sent to you via FedEx 7712 **** **** on February 9, 2023. 

  If you have any other questions or concerns we can address, please do not hesitate to send us a DM on social media, email ************************************* or call ************ between 4am and 10pm PST 7 days a week.

  Thank you!
  Crystal
  Customer Care Manager