Complaints

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:12/12/2024

  Type:Sales and Advertising 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.

  Sold car on **** using escrow.com as a service for the transaction and the title transfer. Car was shipped to the buyer and he accepted the transaction authorizing escrow.com to release the funds on 11/25/2024. Received emails confirming the payment from escrow.com even apologizing for the delay. As of 12/12/24 I still have not been paid. I have contacted the company twice, the latest being on 12/11/24 and was told that they were not able to pay me plus could not tell me why.

  

  Business Response

  Date: 12/18/2024

  Dear ***** *******,
  Thank you for reaching out and bringing this matter to our attention. We understand how frustrating it must
  be to experience delays with your payment, especially after following the process diligently.
  We assure you that it is never our intention to cause any delays in payments, and we sincerely apologize
  for the inconvenience this has caused. While reviews are sometimes necessary to ensure the details of the
  transaction are secure, we understand that it has led to an unexpected and unfavorable wait. We are
  continuously working to improve our procedures to speed up this process in the future.
  We are pleased to confirm that the issue has been resolved and the payment is now being processed and
  will be disbursed to your nominated bank account. You should have received a notification regarding this.
  Thank you for your patience as we worked to resolve this matter.
  If theres anything else you need assistance with or have further questions, please dont hesitate to reach
  out. Were here to help.
  
  **** ***** **********
  Escrow.com Global Support Manager

• Initial Complaint

  Date:11/29/2024

  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.

  Do NOT use escrow.com!!! I used escrow.com to facilitate the purchase of a sprinter van in another state. I was using escrow.com to assist with wiring money to the seller and the vehicle title transfer only. Per their posted policy, it would take 1 to 2 business days for the title to be overnighted to me (the buyer) and for the funds to be wired to the seller. Two business days after the completion of all online requirements per escrow.com, I received an additional email asking for confirmation of delivery which I immediately provided without receiving a response. When I had not received the title or appropriate communication, I called. That is when I learned that escrow.com intends to hold the title and payment for an undefined amount of time "for further investigation and review" which they admit "is not stated or published anywhere in their policies". Additionally, during this phone call, escrow.com insisted they had never received the vehicle title and I ultimately had to prove (via their prior written confirmation) that escrow.com had previously received the title. As of now, I still do NOT have the vehicle title (per the refusal of escrow.com), payment has not been released to the seller by escrow.com, and escrow.com refuses to confirm when the title and funds will be released from this secret, undisclosed review.

  

  Business Response

  Date: 12/10/2024

  Dear ***** ***** *******,
  Thank you for your feedback and for sharing your details so we may take action on this promptly.
  Were sorry to hear about your frustration with the title and transaction process. At Escrow.com,
  transactions may be subject to additional reviews to ensure all criteria for security and compliance are met.
  We assure you that we do not intend to delay any part of the transaction. However, our goal is to ensure
  that all transactions are secure and completed correctly, which sometimes may involve additional reviews.
  We understand that this caused an unexpected wait, and were working to refine our processes to make
  them more efficient going forward.
  After reviewing your case, were pleased to confirm that the vehicle title and payment have now been
  successfully processed and released. We appreciate your patience as we worked to ensure everything was
  in order.
  If you have any further questions or require additional assistance, please dont hesitate to reach out. Were
  here to help and want to ensure you have a smooth experience.
  
  **** ***** **********
  Escrow.com Global Support Manager

• Initial Complaint

  Date:11/10/2024

  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 used escrow.com for a vehicle transaction for $19,000. The other party has received the vehicle and escrow.com was suppose to wire the funds into my bank account and they have not. I have called several times and they keep giving excuses as to why I have not received my funds. First they stated their wiring system was down, then they stated I would have the money the day I was calling and I still do not have the funds. I am demanding that escrow.com wire my funds to me immediately or else legal action will be taken.

  

  Business Response

  Date: 11/14/2024

  Dear **** *****,
  
  Thank you for reaching out and letting us know about your experience. We understand how important it is for your funds to arrive promptly after a transaction is completed, and we apologize for any frustration caused by the delay.
  
  We assure you that we do not intend to delay your transaction.However, we only intend to help secure and safeguard your transaction, which may at times, cause some delay. While the review was necessary, we understand that it led to an unexpected wait, and we are actively working to improve our procedures to make the process more efficient going forward.
  
  Were pleased to confirm that the payment has been sent and the transaction is completed.
  
  If theres anything else we can assist you with or any additional questions about the transaction, please dont hesitate to reach out.Were here to help.

  Customer Answer

  Date: 11/15/2024

  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.
  
  After submitting my complaint to BBB, I was immediately wired my funds. 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/07/2024

  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 sold a truck . Delivered the truck , buyer deposited funds in escrow . Buyer accepts truck receives title , escrow does not release funds to complete the transaction

  

  Business Response

  Date: 11/14/2024

  Dear ****** *****,
  
  Thank you for reaching out and sharing your experience. We understand the importance of a timely fund release, especially after completing all the necessary steps in your transaction.
  
  In reviewing your case, we found that a few minor details needed to be clarified with the buyer, which may have caused the brief delay.This has been done to ensure the safety and security of your transaction. In lieu of this, we are pleased to confirm that these details have since been addressed, and the payment has been successfully processed then.
  
  If theres anything else we can assist you with or any additional questions about the transaction, please dont hesitate to reach out.Were here to help.

• Initial Complaint

  Date:10/22/2024

  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 vehicle thru **** that required me to use escrow.com to pay for the vehicle. I set up an account and paid using ******. My ****** account was charged, and I assumed the transaction was complete. Then escrow.com charged my ****** account for the same amount again, causing ****** to debit my checking account, causing my checking account to be overdrawn. My bank returned the charge, with a $20 overdraft fee to me. Escrow.com issued credit to my ****** account. ****** has now debited my checking account for a second time for the same amount, causing my checking account to once again be overdrawn. I have sent messages to escrow.com with no response.

  

  Business Response

  Date: 10/30/2024

  
  October 30, 2024
  ****** ******
  ***************************
  Mcalester, OK 74501
  
  
  BBB Consumer Complaint #********
  Transaction ID ******** - ****** Pathfinder 2008

  
  Dear ****** ******,
  Thank you for reaching out and sharing your experience with us. We understand how frustrating unexpected charges and overdraft fees can be, and we sincerely apologize for the inconvenience.
  We have reviewed your transaction, and it appears that duplicate charges may have occurred during the payment process for the deposit. This could explain the multiple charges on your bank account. According to our records, only two transactions were processed, and one of those has been successfully refunded to you. We would encourage you to communicate with the payment processor to clarify this further.
  We are committed to assisting you with this matter. If you require any specific information from us to help facilitate a review of the situation, please let us know. We want to ensure that any remaining issues are fully resolved.
  
  
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising 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 9/17/24 @ 14:55:31 PDT a 7-day auction for a vehicle I was selling on **** concluded with a successful bidder (of 15 bidders) winning the auction to purchase for more than $50,000. The terms of these Auctions are very clear to both seller and bidder and published to both following the conclusion of the auction. Terms are: "full payment must be made within 7 days of listing close" / "Buyer is responsible for pick-up or shipping". / "Buyer may order an inspection from R8TR" / "Buyer may purchase up to $100,000 Vehicle Purchase Protection for transactions completed through ****" / "Ownership transfers to Buyer at time of pick-up or shipment" per UCC guidelines. Following the auction, buyer clicks on "see details" for payment options and the terms of payment are in bullet points. In this screen is where the buyer clicks on "payment options" and selects the method of payment they choose to pay for the vehicle: Check, Money Order, Cash On Pick-up, or other, plus a fairly new option for "digital payment via Escrow.com". Like all payment options, the buyer sets-up the account and funds the transaction. The seller then receives a message stating that the account has been set up and funded and the seller now provides the bank information where the money is to be transferred. However, by doing so, Escrow.com arbitrarily and without consent changes the terms that were already agreed upon on ****. The seller usually learns of the change when the vehicle transitions to the buyer and the seller attempts to get paid, only to learn: "full payment is no loner a requirement within 7 days of listing close" / "Seller is now responsible for delivery or shipping". / "Ownership does not transfer to Buyer until buyer has had the vehicle for 2 days, and then the Buyer can decide to return at their discretion. I believe Escrow.com uses deceitfully clever tactics to keep money in escrow by creating friction between buyer and seller while playing both sides against the other.

  

  Business Response

  Date: 10/13/2024

  Dear James Collier,

  Good day to you.

  We apologize for any frustration you've encountered regarding the payment process for your recent auction. Ensuring smooth and transparent transactions is a priority for us, and we regret that this has not been your experience.
  
  As part of our process, certain steps are necessary to safeguard all parties involved and ensure a seamless transaction from start to finish. Having the Inspection Period is necessary to help ensure this is possible with no issues. This period also starts only when the Buyer has received the vehicle for inspection. It is only after this period -depending on the decision of the Buyer- will we be able to process and disburse the payment if accepted or move forward into review if the vehicle is rejected. These measures are intended to minimize any risks and provide peace of mind for both buyers and sellers after a sale is completed.
  
  Nevertheless, we appreciate your feedback and hope for your understanding and patience as we work to align the processes with all parties involved. Should you have any further questions or require additional assistance, please don’t hesitate to reach out.

   

  Dean Villanueva

  Escrow.com Global Support Manager

• Initial Complaint

  Date:08/02/2024

  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 is a escrow company, the transaction started on a Monday July 29th, they received all the money on Tuesday July 30th in the am, over a wire transfer, here we are three days later, the seller still does not have the go ahead to ship the *** cylinder heads and rocker arms. To move this transaction forward, this seems to be a common problem after looking at all of the complaints, on this company, Escrow.com on the Better Business Bureau website.

  

  Business Response

  Date: 08/09/2024

  Dear *********************,
  We apologize for the delays you've experienced. Ensuring smooth and timely transactions is a priority for us, and we regret that this has not been your experience.
  Regarding your transaction that began on Monday, July 29th, and for which funds were received on Tuesday, July 30th, we understand your frustration. The delay in giving the seller the go-ahead to ship the *** cylinder heads and rocker arms is due to our standard compliance checks. To move the transaction forward, we require clear photos of the merchandise. Unfortunately, the seller only provided a photo of the box, which does not meet our verification requirements.
  We need to verify the product to ensure it complies with our terms and conditions. This is a necessary step to protect all parties involved and to maintain the integrity of our platform.
  We appreciate your patience and cooperation. We already got in contact with the seller multiple times to provide a photo of the actual merchandise so we can move forward with the transaction as quickly as possible.
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  *********************
  Escrow.com Global Support Manager
  
  

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on **** and was offered to use the escrow.com service to pay for it. We signed up on the website on Monday 6/3. They debuted my account on the same day. Until today they have not cleared the transaction for the seller to release the item. All documents were submitted timely. I follow up on chat and phone and only talk to low level call center people that are useless. I asked to talk to a manager and was denied. I just want to know if the payment will be approved or denied so that I can move on to other payment methods. This delay has cost me $60 already on cancellation fees from the shipping company!! Its ridiculous miserable customer service!

  

  Business Response

  Date: 06/12/2024

  Dear *************,

  We apologize for the inconvenience and frustration you have experienced with your recent transaction.

  The security of our users is paramount, and occasionally, we must conduct additional due diligence to ensure the safety of all parties involved. In this instance, we required some additional details from the seller before being able to proceed. This is to protect your interests as a buyer and ensure a secure transaction.

  We understand that this delay has caused you inconvenience and additional costs. As of June 10th, the seller has been notified to proceed with shipping the vehicle.

  Our support team is committed to assisting you, and we regret that your experience with our customer service fell short of your expectations. We are continuously working to improve our service and ensure that such delays are minimized in the future.

  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  

  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  Date:06/07/2024

  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.

  Used escrow.com the service provider could not complete the task and a mutual refund was agreed upon.Escrow.com not only did not refund my money (500) they scammed me for an additional 170 dollars while continuing to promise a refund.First they told me they BTC was frozen. I gave an ETH wallet and they said i needed to connect via web2 qr code and accept the transaction. This resulted in an addtional 170 being taken from my wallet.I was then promised an interac e transfer refund. I provided my email they said "its coming" then never sent it and are ignoring my messages I will be calling their main office today and filing a police report at **************** where their main office is located.

  

  Business Response

  Date: 06/12/2024

  Dear *****,

  We do not appear to have any transaction on the Escrow.com platform that you are a part of. Could you please send us a screenshot of your transaction at Escrow.com?

  You should have received email communications from Escrow.com once your transaction was created as well.

  Escrow.com also does not support transactions involving cryptocurrency so you may have used a different escrow service, and not Escrow.com.

  Kind regards,

  Escrow.com

• Initial Complaint

  Date:05/16/2024

  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.

  Attempted a transaction with them and both parties got fed up of them trying to keep asking for information. Cancelled the transaction then they noted the money did not come from me but another entity. Provided them my name and company name in the transaction, sent them my transaction with my name and company name. No matter what you submit it seems they only care about ensuring they steal your money and identity. Why just send the money back to the original account it came from? Transaction #********-2955930

  

  Business Response

  Date: 05/21/2024

  Dear *******************************,

  Thank you for sharing your feedback with us. We understand that additional verification steps can be frustrating, and we appreciate your patience throughout this process.

  Regarding the discrepancy in the account names, it's important to note that our priority is to ensure the security and integrity of all transactions. Due diligence is essential to protect the interests of all parties involved.

  Rest assured, we have processed a refund for you, returning the funds to the original bank account. If you have any further questions or concerns, please feel free to reach out to us directly.

  We value your business and are committed to resolving any issues promptly. Thank you for your understanding.
  
  *********************
  Escrow.com Global Support Manager