Complaints

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

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• 

  Motorola Mobility

  222 Merchandise Mart Plz Chicago, IL 60654-1103

  
• 

  Motorola Palmetto-800

  4 Harbison way Columbia, SC 29212

• 

  Motorola Mobility

  775 Tipton Industrial Dr Ste E Lawrenceville, GA 30046-2886

• 

  Motorola Mobility

  775 Tipton Industrial Drive N.W., Suite E FORMER: primary, reportab Lawrenceville, GA 30045

• 

  Motorola Mobility

  4801 Westport Pkwy Fort Worth, TX 76177-3201

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:02/14/2025

  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.

  Damaged my current phone and since Motorola offers next day shipping on their website I ordered through them. I placed the order on the 12th, it's now the 14th and the phone has still not shipped. I cannot go without a fully functioning phone until Motorola decides to finally ship it. I called customer service to cancel the order due to the delay. ************** stated they couldn't cancel the order but would advise the warehouse about a cancellation and they'd review it and I would get an email with their verdict in 48 hours. How can you give an option for next day shipping and then never ship? And why isn't it possible to cancel the order when you failed to deliver? Very disappointed. I really wanted this particular phone but am forced to shop elsewhere as I need a new phone asap.

  

  Business Response

  Date: 02/24/2025

  The shipping terms and conditions state that delivery is estimated, not guaranteed. This order has been cancelled as requested by the customer. We consider this matter resolved.

  Customer Answer

  Date: 02/24/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/11/2025

  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 February 7th of this year I went to plug my phone in and they're charging for is hot you can still burning plastic so I called Motorola to get my warranty to fix it and at the top of the guy for 3 hours you came back and said you don't have any warranty and I was like yes I do he argue with me then he hung up on me that's not very was good service customer service have proof that I have it I'm sending a picture so if you take care of it I'd like you to do it I just want them to honor their warranty for me or send me a new phone. 

  

  Business Response

  Date: 02/13/2025

  Good Afternoon,

   

  The customer was advised to reach out to ******** as we can not process the warranty for this device. ******** takes care of the warranty for this device. The customer was also provided the contact number for ******** customer service. The customer needs to reach out to ************** and provide the **** number of the device and if the device is still covered under warranty, they will process the repair or replacement.

   

  Thank you.

   

  Have a Great Day.

   

  *******

  Motorola Escalations Team

• Initial Complaint

  Date:02/08/2025

  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've had nothing but problems with this 5g Android phone I purchased on January *******,at the ******* store in **********, ** .This past Friday, February 7 ,the phone indicated it needed a SIM card.There was a SIM card in the phone.Customer *** indicated the phone needed to be ***aired or ***laced by Motorola. After some time I received a bar code in my email for a address label to mail the phone to Motorola by *** Ex. Except, the the two shipping places I went to could not read the code.I'm down to one more option in ***************,Ca.If not ,what do I do?It seems Motorola could have provided better service.

  

  Business Response

  Date: 02/10/2025

  The customer did not contact us in regard to this issue. A new label has been created and sent to the customer via email. The customer should use the label and continue with the repair as advised. We consider this matter resolved.

• Initial Complaint

  Date:02/05/2025

  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 ordered a new Motorola phone via the online Motorola website. This was on 1/16/25. I was told the phone would be delivered by 1/17/25. It did not arrive. I waited several more days with notices from *** that the phone had not been received from Motorola yet. I finally contacted Motorola customer service asking about the phone. They opened up and incident number but referred me to the order administration department. They could not (would not) give me any information on when to get the phone. They opened another incident code and said they would contact me. Several days later I contacted them again and again they could not (would not) give me any information on delivery, this is now 1/23/2025. I told them cancel the order and issue a refund. I have not received the refund as of today 2/5/2025. I paid by ****** and have filed a claim with them and they have notified Motorola of the pending claim, but again no results.

  

  Business Response

  Date: 02/07/2025

  The customer's refund has been processed. The customer should allow 3-5 banking days, depending on their banking institution, for the refund to show in their account. We consider this matter resolved.

• Initial Complaint

  Date:02/03/2025

  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.

  I am having an issues getting my Motorola razor xt2323-6 replaced. Phone was ordered and shipped from Cricket and was lost for months it was finally found and I activated it DEC ******* now screen is blank and needs to be swapped but Motorola says it outside of warranty but Cricket keep sending me to your company to get phone switched out. I need a manager to call me at ************ to get this device switched out.

  

  Business Response

  Date: 02/06/2025

  We have spoken with the customer and have provided the options available as a courtesy. The customer should continue with the steps provided for repair. We consider this matter resolved.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22894051
  
  I am rejecting this response because: MOTOROLA did offer to switch out my phone which I greatly appreciated but I was advised later they were going repair the same unit and send back to me. I asked them about adding Motorola care since the warranty issues have not been resolved. I am still asking for Motorola care to be added for an extension of the manufacture warranty for any future issues. Im just trying to make sure that I have a new phone that is covered under warranty like this was supposed to be  covered under the motorola care to make sure my devices is protected.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/10/2025

  A warranty repair was set up for the customer. The device will need to be sent in for repair. If they are unable to repair the device, a certified like new replacement will be shipped out to the customer. The repaired/replaced device will feature a 90 day standard warranty as their device was out of warranty on January 9, 2025. An exception was made and the out of warranty fee was waived. We would not be providing any further courtesies. The customer should continue with the warranty repair.

• Initial Complaint

  Date:02/03/2025

  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.

  Transaction Nov 26 2025 Recieved cell damaged delivered Nov 28 2024 I did not see damage until Dec 1st ***** Pm approximately when I activated it.The phone had a crack on protective glass over the lenses.I contacted Motorola Motorola about the damage on Dec 2 2024 because their office was closed on Sunday the 1st at 6 PM.They sent email to get photos and particulars on damage .I sent pictures to them and in turn they played the blame game on courier. I had to send pics to *** as requested and of course *** denied responsibility.I have been back and forth with Motorola for 2 months now and their final decision the arrogant attitude even cancelled warranty saying I caused the damage.I have alot of email interaction with these crooks over the past 2 months.Please advise me of what other material you require.I have many emails just not sure what ones you require or I could send data wise to you.Oh and by the way.. they shipped phone in box 4 times the size of phone box and 2 flimsy air bags were broken all the protection had from being shipped.Don't think it's a courier issue..but a packaging from original packer.

  

  Business Response

  Date: 02/04/2025

  The customer's case was reviewed and the refund was denied due to the physical damage being customer abuse. We will not be providing a refund on this order. We consider this matter resolved.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22889818
  
  I am rejecting this response because:

  Motorola is blaming damage on me on the fact of when phone was shipped and activation and time line I responded to damage.
  In fact the phone was unboxed and found damage to it on a Sunday evening (my day off) and having Monday off also Dec1st 24 and Dec 2nd 24. Reason leaving phone activation until Sunday  Dec 1st I use phone for work
  and if I ran into ant snags I would have them fixed before I went back to work on the Dec 3rd a ************ nor there the crack was also inconspicuous in bottom of lens protective glass and not noticed right away glass is curved and had to look closely .I first thought it was a hair.
  Anyway the damage was blamed on me because of timeline on ACTIVATION (Ridiculous) and cancelling warranty on meer speculation SAYING CUSTOMER ABUSE ( I have 10 years of old cell phones at home and have no damage what so ever In FACT a MOTO Z --and a ******* S10 ALL GLass --NO Damage at all my last phone before I purchased Motorola...pics attached.
  In fact they blamed the *** courier for damage at first and it I think was packed poorly to come from the ** to my location in Ont. Canada .Both flimsy air bags were broken in a box that was 3 times the size of *** phone box. The *** box was poorly packaged the phone was sitting on hard plastic molded tray inside the box.

  
  As Screen shots shows registration with Lenovo   Sunday Dec 1st at 10:41 PM. Motorola closed at 6:00 PM sunday Dec 1st.
  I contacted Motorola by phone that Monday Morning Dec 2nd at 9:18 AM about damage and shortly after they sent a Email asking for Pictures Its been back and forth with Motorola and *** for over 2 months now.....

  Will attached boxing photos and damage again.

  Think it would be a good idea to get the months of correspondence with office in ******
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/01/2025

  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.

  New Motorola Razr 2024+ was recieved and began using July-2023, after very light use- i work from home / don't really travel much so phone didn't get much abuse/etc. this is just rhetoric background. The phone developed creasing at the fold, and contacted Motorola and sent in an overnight replacement and return device label printed for $100 on 6 / 14 / 2024. Brand new Motorola Razr 2024+ received about 6/15/2024 or so it came rather fast. began using phone rather immediately and still - light use of the phone, and within 90 days the phone developed a rather large black hole in the middle of the screen fold / i thought it may be a glitch and decided to restart phone and close the device. Now, after that the phone had a strange crease on the middle, Contacted Motorola again 9/18 received a return label but just didn't send it off, after having just sent in a phone and was on my older device i was just content to be able to be using a phone again. On 12/11/2024 I called Motorola to get the return label updated as it expired, and at that time NO ONE TRIED TO TELL ME THE PHONE WAS OUT OF WARRANTY/ / DEVICE EXPIRED ETC. however i will admit fault for not sending it back. 2/1/2025 having some free time to finally settle some rather annoying issues I contact Motorola again for an updated shipping label, whereupon Motorola representative explained the phone was no longer under warranty. Despite many attempts at reasoning the issue concerning the phone occurring within the "warranty" of the phone itself and within a certain amount of time a device has for being free of defects itself and **** isn't honoring any warranty either is Motorola. Just wanting $500 to repair the defective device and STILL be $527 in payments to pay the phone off. I feel this is entirely unreasonable as the devices are selling for about this much BRAND NEW, and yet i owe and have been paying for an original price from the set and agreed original phones price.

  

  Business Response

  Date: 02/13/2025

  We have made multiple attempts to reach the customer by both phone and email. We have been unsuccessful in reaching the customer. For further assistance, the customer should reply to the email or call us at the number provided. We consider this matter resolved until the customer reaches out to us.

• Initial Complaint

  Date:01/31/2025

  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.

  IVE BEEN TRYING TO GET A ***** LABEL TO SEND IN MOBILE DEVICE FOR WARRANTY REPLACMENT DUE TO SCREEN ISSUES SINCE DEC 1ST. IT IS JANUARY 31ST AND STILL NO LABEL. IVE CALLED MULTIPLE TIMES IN THE PAST WEEKS AND HAVE TO STAY ON HOLD FOR 30 MINUTES AND ABOVE,SENT TO MULTIPLES CSR UNTIL CALL GOES DEAD. AS IM WRITING THIS COMPLAINT, I AM ON HOLD WAITINGAND MUSIC HAS GONE QUIET,CALL IS STILL ACTIVE. UNACCEPTABLE CUSTOMER SERVICE FOR A MULTI BILIION DOLLAR COMPANY TO HAVE THESE BUSINESS PRACTICES AND ALSO FOR THE $1000 THAT IM PAYING.

  

  Business Response

  Date: 02/28/2025

  The customer was provided a prepaid label via email by our executive support agent. The agent verified the email address and sent an email with the prepaid label attached. If the customer is still in need of another label, they can reach out and one can be sent to him. We consider this matter resolved.

• Initial Complaint

  Date:01/26/2025

  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.

  Bought moto tag trackers but kept unpairing by themselves that required having to re-pair in the app that ruined the point for trackers. Returned the trackers back on 10/10/2024 and have been waiting on a refund ever since. Been contacting support through multiple channels that all have been saying the same thing for months that they would reach out for but nothing came out of it....

  

  Business Response

  Date: 02/06/2025

  Motorola has received the item and processed a Return for Credit. The customer will see the refund reflect back to the original form of payment in 3-5BD.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22859540
  
  I am rejecting this response because: item returned have been in the warehouse since 10/10/2024. Still do not see a refund being processed. I can't accept it as solved until I see it actually being processed in my bank account after dealing with customer service stalling me for months
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22859540
  
  I am rejecting this response because:  Made a original complaint that BBB nor Motorola could resolve. Returned Motorola trackers on 10/10/2024 and has been in their warehouse since. Customer support on phone and from their social media team just tell me to wait, it's February 2025. My previous BBB complaint said they submitted a refund but nothing has been processed on their side yet. Has been constantly delayed by customer service for any solutions or refunds.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/04/2025

  We have reached out to the customer to advise the refund needs to be processed through Electronic Funds Transfer. This is the option provided as the refund is past the time frame for a regular refund to be processed. The customer has been sent an email advising of the information needed to process the refund through the Electronic Funds Transfer system. The information requested is required in order to proceed with processing the refund for the customer.

   

   

• Initial Complaint

  Date:01/21/2025

  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 purchased the original device July 4 2023.. since that time T-Mobile has replaced the device 5 times with a total of 6 devices I had a replace November 7-24 by Motorola who told me I had 6 months warranty . On today Jan ***** I was told th warranty has expired but was also told I had a 90 day warranty for the replacement. This phone has not lived up to the cost and times. I have been without out the phone for weeks at a time and still getting the run around. Getting hung up on and calls not returned .For the cost I should have a working device . That's all j want

  

  Business Response

  Date: 01/23/2025

  We are having coaching and training done where necessary to ensure correct warranty information is provided. You can also locate this on **************************. The customer contacted us a month after their standard year manufacturer's warranty expired. We set up a repair and waived the Out of Warranty fee as a one time exception. The customer received the repaired/replaced device. The warranty states a repair/replaced device will have a 90 day warranty OR the rest of the original warranty, whichever is longer. The customer is within the 90 day time frame and has set up another repair. The customer should continue with repair. We consider this matter resolved.