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Business Profile

Cell Phone Repair

ExpressUnlocks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Repair.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 15 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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 paid for my cell phone to be unlock and it been on 99% finished for all most two weeks now. I reached out for the last week and a half to get an update and the only thing they can say is is 99% finish I asked for a refund and they said no it shouldnt take two weeks to unlock a phone.

  • Initial Complaint

    Date:03/26/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    3/23/2024 I placed an order to get my phone unlocked. It said pay $24.99 to check the imei and $54.00 will unlock it. They said they negotiated an unlocking fee for $236 and if the process fails for any reason i will receive a full refund back to my card including the $24.99 the $54.00 and the $236. They got my phone blacklisted and now they are saying that their refund policy doesn't allow them to refund blacklisted phones. THAT THEY GOT BLACKLISTED. On the screen before i paid the $236 it says ************ has a 100% success rate. As stated in our Refund Policy, if *************** fails for any reason (such as your phone being blacklisted), you will receive a full refund to your card, including the **************** payment. No additional payments will be required. but as i am talking to them via email they are saying I understand you referenced a statement saying the service has a 100% success rate and that a failed ***************, such as in cases of a blacklisted phone, would result in a refund to your card. Unfortunately, that isnt in line with our current Refund Policy for blocked/blacklisted devices. The policy takes precedence in these cases, and thats why we issued a credit note instead.

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 scam me out of money and many other people , I paid for they service they told me it will **** * days and now the 6 days have past and I have not received what I paid them ***** for

  • Initial Complaint

    Date:02/14/2025

    Type:Product Issues
    Status:
    Unanswered
    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 was promised by this company on their front page,the first thing I see when I click their website that they will Remotely unlock my phone with an **** based unlock. Come to find out only AFTER paying $54.00 that they have provided me an unlock code which is useless because my phone doesn't prompt for it. they offered a resolution by issuing store credits to change my phone's locked status inside the "Unlock app" which once again, my phone does not have.Even though support assured me it would go smoothly, KNOWING the model of my device from both my selection and the **** code, they proceeded to give me something useless and waste my time.And the issue me store credits? For a store that is useless for me despite what their own landing page claims? I feel scammed I demand a full refund NOT in store credits but in money. At least the balance of $54.00 as the ***** may be it refundable Thank you for reading Tair Gelmanov

  • Initial Complaint

    Date:02/10/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to express unlocked to get my phone unlocked when I said they could and then 5 days later they tell me they can't unlock it and they won't refund me my money since they said that if I paid them they'd unlock my phone but no they want to give me a credit I can use with them and I don't want their service no more I want my money back I'm done arguing with them I've done messaging them now I've come to you for help

  • Initial Complaint

    Date:01/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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 filing a complaint against ExpressUnlocks regarding a dispute I had over a service that was not delivered as promised. I paid for a phone unlocking service from them for $56.00 (transaction on January 9, 2025) and $24.99 (transaction on January 17, 2025), but I did not receive the service as expected.Despite providing all necessary documentation to prove that my phone was not blacklisted (IMEI check, video proof of phone status), they denied my refund request multiple times. Their refund policy clearly states that I would receive a refund if I proved that the phone is not blacklisted. I submitted the required evidence, but they continued to claim that my phone was blacklisted, which was false.Furthermore, I contacted their support multiple times, but I received repetitive responses, and they failed to acknowledge or address my proof, refusing to provide a proper resolution. They repeatedly ignored my disputes for a refund, and instead of offering a refund, they kept sending the same unhelpful responses without reviewing the evidence I had provided.I believe this is an unfair practice, and I am requesting that ExpressUnlocks be held accountable for their failure to deliver the service I paid for and their refusal to issue a refund despite clear proof.Desired Outcome:A full refund of $56.00 and $24.99 as the service was not completed as promised.A review of their customer service and refund policies to prevent this issue for future customers.If you want the video of straight talk stating that the phone is not blacklisted here it is **********************************************************

  • Initial Complaint

    Date:12/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 paid the company ***** for a phone unlock which I assumed was the price of their service. After paying that amount they ran a test on my phone, and then started demanding an additional $54. This is not explained to me in clear print anywhere when they accepted my initial payment. And I have a screenshot to prove it. All I'm asking for is a simple refund of the *****. but they refuse. Instead they send me responses that are generated obviously by some kind of bot over and over again.

  • Initial Complaint

    Date:12/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Didn't do the job. False advertising.

  • Initial Complaint

    Date:10/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 found Express online as a source to unlock a new phone that I had purchased. They entice you to purchase their service by presenting a low upfront cost. You only find out later that the initial $28.99 is to supposedly see if your phone is eligible to be unlocked. The next step requires another payment of $55 to actually (maybe) unlock your phone. Once you make the payment you are given an estimated amount of time for the unlocking to occur, as for me it was 48 hours. I'm now at 65 hours and the process is still not complete. They continually run 5-star reviews from ********** on their website. However, when you check with TrustPilot their rating is much lower and a notice says that ************************** is using the information incorrectly. I assume to encourage people to use their service without actually checking with the ********** website.All in all, this is somewhat of a bait and switch issue, with those that feel they have been taken advantage of not receiving any form of compensation.

  • Initial Complaint

    Date:10/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 unlock for a phone I purchased on ****. I put in the devise IMEI # and everything they asked for, and they charged me ***** to find out what kind of phone I had, then another ***** to unlock it. When it didn't work, I assumed it was a fraudulent website. They claimed the phone carrier was Sprint, but it is Dish run by ************* they failed to provide me a service. I filed a claim with my credit card, now they want me to pay ***** or they will blacklist my phone by Nov 2, 2024. The didn't proved me with a refund they were going to credit me for future services.

ExpressUnlocks is NOT a BBB Accredited Business.

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