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:03/15/2024

  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.

  We were in an inspection period for the purchase of a business through flippa.com, our money being held with escrow.com. During the inspection period we found multiple MIs-representations on the part of the seller, so we rejected the assets. The seller is now demanding $10,000 from us to agree to return our escrow money, despite the fact that we have a signed contract stating he must accept and allow escrow.com to return the money to us. This is clearly extortion. We have asked escrow.com to protect us from this, and cancel this transaction based on the fraud, per their website ******************* and have not received a response from them. We want this cancelled based on it being fraudulent and our money returned immediately.This link is the document with our proof:***********************************************************************************

  

  Business Response

  Date: 03/20/2024

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

  Thank you for bringing your concerns to our attention. We have thoroughly examined the documentation you provided regarding the dispute.

  It is clear that there are conflicting statements between you and the seller. At present, the dispute is in the negotiation phase. Should an agreement not be reached within the next 14 days, arbitration will be necessary. You can find detailed information about the arbitration process on our website [***********************************************************************************************************].

  Please rest assured that Escrow.com takes these matters seriously. We are fully committed to following the resolution process as directed by the arbitrator, following a comprehensive review of all relevant details.

  The funds will remain in escrow until the arbitrator provides us with a resolution.

  We understand the urgency and frustration you may be experiencing, and we appreciate your patience and cooperation throughout this process.

  If you have any further questions or concerns, please do not hesitate to reach out to us.

  Thank you for your understanding and cooperation.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  Date:03/06/2024

  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.

  Escrow.com is a waste of time and money. Should be looked at for fraudulent purposes

  

  Business Response

  Date: 03/06/2024

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

  The complaint you have submitted does not appear to have any details of the fraudulent activity you experienced on our platform. Could you please elaborate so that we may investigate and respond to this complaint accordingly?

  Kind regards,

  Escrow.com team

• Initial Complaint

  Date:02/29/2024

  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.

  Escrow.com has not paid out money well after they had promised they would. I followed their steps to make sure a transaction for a vehicle would be successful for myself and the buyer. They have specific steps that both and buyer and the seller must undertake. Myself and the buyer confirmed each prompt, that the vehicle had been delivered, that he accepted the vehicle, that the vehicle had been approved, that I should transfer the title, and then that he confirmed they should release the funds. After this process I received and email from escrow.com on Feb 6, 2024 stating it was successful they will disburse the funds. It was stated that this could take one business day.So far none of this has happened and the problems with them compound. The buyer has the vehicle and title in another state, and I still haven't been paid one month later. The first delay was that they said they needed additional verification from the buyer after the close of the sale, but couldn't tell me what exactly they needed. The buyer told me they wanted additional pictures of multiple IDs and pictures of him holding them. All this time on there website stating the transaction has been closed. Each day I call I'm given new excuses. My most recent is that they are trying to sending money via ACH when my account states Domestic Wire, my bank believes these are classic pyramid schemes tactics and that I should be begin working with the Attorney General in **********.I've been told: -I'll be called back, which never happens -They will follow up with email confirmation which does not happen -They can't send email, confirming our conversation or the next steps -They don't have the ability to transfer a call -You can't speak to a manager -You can't speak to there Payment or Verification team -There are no other external emails in the company -They will only use first names, you have no means to call a specific person -They will escalated the issue (over 12 times so far) but nothing happens

  

  Business Response

  Date: 03/07/2024

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

  I hope this email finds you well. I wanted to address the concerns you raised in your recent complaint regarding the delay in the disbursement of funds for your vehicle transaction. Firstly, I want to extend my sincere apologies for any inconvenience or frustration this delay may have caused you.

  Upon reviewing the details of your transaction, it has come to light that additional verification steps were necessary, resulting in the unfortunate delay in the disbursement process. While I am unable to provide specific details due to privacy and security protocols, please rest assured that these measures are implemented to safeguard the safety and security of all parties involved.

  Regarding the confusion surrounding the disbursement method, I would like to inform you that your payment was disbursed multiple times, but unfortunately, it was returned to us by your bank. However, upon receiving the correct information from you, we promptly disbursed the funds again on March 4th. By now, you should have received the funds. If not, I kindly suggest verifying with your bank to ensure there are no issues on their end.

  Furthermore, I want to address your concerns about the lack of communication options and access to specific team members. While we always strive to offer comprehensive support to all our customers, I acknowledge that there may have been gaps in our communication channels. Please be assured that I will work closely with our team to rectify these issues promptly, ensuring you have the necessary support and information at your disposal.

  Your feedback is incredibly valuable to us, as it enables us to pinpoint areas for improvement and uphold the highest standards of service for all our customers. Please rest assured that we are fully committed to resolving this matter to your utmost satisfaction.

  If you have any further questions or concerns, please do not hesitate to reach out to me directly. I am here to assist you every step of the way.

  Thank you for your understanding and cooperation.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  Date:02/23/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I logged the complaint originally on behalf of my husband who initiated the transaction and had an account with ********************. While we accept that this issue has since been resolved, Escrow.com's process is inefficient and non-transparent. This caused unnecessary delays with disbursing payment beyond how is advertised on their website. While we understand the need for the documents and verifications requested, there's room for Escrow.com to improve. A suggestion would be to ask for these documents and/or additional verifications earlier in the transaction or, make it clear that additional checks may occur after the buyer and seller have exchanged goods and marked the product as received/accepted. In the end we were able to work with Escrow.com with the transaction being completed, closed, and funds disbursed appropriately.  This issue can be resolved and their response is satisfactory.
  
  Sincerely,
  
  *************************h the trailer and the title that same evening. In the following days, we have been in contact with Escrow.com numerous times to understand why the funds had not yet been disbursed. We and the Buyer have both been requested multiple forms of identification along with additional supporting documentation which were promptly provided. Escrow.com is refusing to disburse the funds to our (Seller) account as they are now requiring a copy of the Notarized ******** Title. The Buyer has since registered the vehicle in their home state and and has surrendered the title with Idaho ***. We have been prompt with all documentation asked however at this point we are being continually told to produce a document that not only no longer exists and with no alternative means of resolving this being offered. Escrow.com is unreasonably delaying payment while the Buyer now has the asset. We demand this be resolved immediately and the funds disbursed as all forms and document requested have been provided.

  

  Business Response

  Date: 02/25/2024

  Hello,

  There do not appear to be any customers in our system with the details provided in the complaint. Could you please double check the customer details? This includes customer name and email address. Please ensure these are the same details as used for your Escrow.com profile otherwise we will not be able to identify the Escrow.com transaction that is being referred to in this complaint.

  Kind regards,

  Escrow.com

• Initial Complaint

  Date:02/21/2024

  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.

  Seller initiated transaction on Dec 28,2023 for purchase of website. Jan 2 buyer(me) agrees on terms. Jan 10 I wire money to escrow for website purchase. Payment arrives and awaiting processing. After multiple times contacting escrow to find out what taking so long each time was a different story/excuse so I canceled transaction on Feb 4 2024. So, now till today Feb 21 I'm waiting on my money that's being held up for what but get different reasons every time. Today it was because issue with buy what issue I canceled now pay me my money!! Looks like I'll be filing a class action lawsuit for holding up my money, false claims, mental stress, money lost from company I should have owned for two months loss and I can go on and on. Stay away from this company!

  

  Business Response

  Date: 02/25/2024

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

  We apologize for the inconvenience and frustration you have experienced with the delay in processing your refund. We understand your concerns and would like to provide clarification regarding the situation.

  While we cannot disclose specific details due to privacy reasons, we want to assure you that there were extenuating circumstances related to the seller's case that needed resolution before processing your refund. However, please be assured that we have processed your refund request as of February 22 2024 and you should receive the funds within normal banking time-frames.

  We sincerely apologize for any inconvenience or stress this delay has caused you. Your satisfaction is important to us, and we are committed to resolving this matter promptly.

  If you have any further questions or concerns, please do not hesitate to contact us directly. Thank you for your patience and understanding.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  Date:12/13/2023

  Type:Order 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.

   
  Complaint: 21000599
  
  I am rejecting this response because: If you misplaced the money or gave it to the bank, who is not giving it back to you or sending it to me, then that is your problem, not mine. I want my money back, along with compensation for the inconvenience, mental anguish, and losses I suffered as a result of your late payment. You have a history of paying late; you have done so for each transaction. The last time, you withheld the money for a month, but this time, I will not abandon you. I want to be paid for all of this.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/17/2023

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

  I hope this message finds you well. Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you may have experienced in the handling of your recent transaction through escrow.com.

  Upon thorough investigation into your case, we would like to clarify the situation and provide you with the most up-to-date information on the matter.

  It has come to our attention that the delay in transferring the funds to you was due to unforeseen challenges beyond our immediate control. The payment process encountered complications at the correspondent bank level, compounded by international sanctions affecting the transaction. Our team has diligently pursued resolution avenues and has provided the following documentation to support the progress made:

  Wire Traces: We have submitted detailed wire traces to track the payment through the banking system.
  MT199s: Multiple MT199 messages have been generated and shared to facilitate communication between banks and ensure the smooth flow of the transaction.
  Follow-ups with Customer Representatives: Our representatives have been actively engaged in communication with you, providing updates on the situation and offering support throughout the resolution process.

  We understand the urgency of your situation and empathize with any frustration this delay may have caused. To expedite the resolution process, we have directly reached out to CITI bank, the correspondent bank involved in the transaction. CITI bank is actively escalating the issue within their sphere of influence. However, please be aware that the complexity of international transactions and existing sanctions may limit the speed at which the issue can be resolved.

  We sincerely appreciate your patience and cooperation as we work diligently to bring this matter to a swift and satisfactory conclusion. We are committed to keeping you informed of any developments and will continue to make every effort to resolve the issue promptly.
  Thank you for your understanding and cooperation.
  
  *********************
  Escrow.com Global Support Manager

  
  

• Initial Complaint

  Date:10/31/2023

  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 October 12,2023 escrow took ******* out of our checking account for payment. We won an auction on **** for a car. **** suggest using escrow.com for everyones safety. Didnt work out so we canceled the sale on October 18. Have called them numerous times and done everything that they have asked trying to get the money back. Nothing has helped and cant get the money back. Should not have to pay any of the fees and want the whole amount back that they took plus interest because of the lack of being able to get any of the money back and the amount of time that it is taking to get this resolved. I feel they are dragging their feet and purposely holding onto other peoples money and drawing interest off of it. This business needs shut down!

  

  Business Response

  Date: 11/08/2023

  Dear Mr ************* appreciate your patience and understanding regarding the recent refund request that you initiated with Escrow.com. We understand the importance of your concerns and would like to provide you with a comprehensive explanation of the process and the timeline of your refund.
  On October 18, 2023, you requested a refund, which we promptly acknowledged and escalated to our payments team for processing. However, the resolution of your refund case took longer than expected, and we sincerely apologize for any inconvenience this may have caused.
  The specific circumstances of your refund request necessitated a thorough verification process. The payment method used for your transaction was ACH, which involves the transfer of funds directly from your bank account to the recipient's account. In this case, we needed to verify the originating bank account details and ensure that the funds came from the rightful owner, as there was a discrepancy with the bank account information.
  This verification process is an essential security measure to protect both our customers and the integrity of our platform. It involves multiple steps to confirm the legitimacy of the transaction. Additionally, due to the initial discrepancy, we were required to implement a second level of security checks, which extended the processing time.
  We want to reassure you that we take security and the protection of our customers' funds very seriously. Once the necessary verifications were completed, we were able to process your refund on October 31, 2023. Your bank received the refund on the same day, and the funds were returned to your account.
  We sincerely apologize for any inconvenience or frustration you experienced during this process. We appreciate your patience and understanding as we worked to ensure the security of your funds. Please be assured that our aim is always to provide a secure and reliable service to our customers.
  If you have any further questions or concerns, please do not hesitate to contact our customer support team.
  Sincerely,
  
  *********************
  Escrow.com Support Manager
  
  

• Initial Complaint

  Date:09/22/2023

  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 sold a collectors watch on **** (Item ************) for $15,500 on July 20th, 2023. **** requires payment through Escrow.com. Buyer pays Escrow.com on July 26th. The item was sent to the authenticator who authenticated it and then sent it to the buyer (delivered August 2). Although an authenticated watch, buyer opens a return request as they claim to a loose s**** and a surface scratch. However, buyer does not return the item in the required time and **** closes the return case on August 29th. They inform Escrow.com to release payment to me. Despite numerous calls and emails to Escrow.com, they have not released payment. Since early September, they have have promised numerous times that they would make payment within a couple of business day...but still haven't? As of September 22nd, Escrow.com are still showing "Inspection" as the status.

  

  Business Response

  Date: 10/12/2023

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

  We hope this message finds you well. We understand the frustration and inconvenience you've experienced due to the delay in processing the payment for your recent transaction involving the watch on ***** which was facilitated through Escrow.com. We sincerely apologize for any inconvenience this delay may have caused.

  We want to provide you with an update on the status of your transaction. The reason for the delay was related to our need to confirm the buyer's acceptance of the merchandise, which is a crucial step in our process. This confirmation was necessary to ensure that both parties were in agreement regarding the transaction.

  We are pleased to inform you that the issue has been resolved, and we have successfully confirmed the buyer's acceptance of the merchandise. As a result, we have released the payment to you as of October 2, 2023.

  Please allow a reasonable amount of time for the funds to appear in your account, as the processing times may vary depending on your financial institution. If you encounter any issues or have further questions, please do not hesitate to reach out to our customer support team.

  Once again, we apologize for any inconvenience you may have experienced during this process. We appreciate your patience and understanding as we worked to resolve the matter. If you have any additional concerns or require further assistance, please feel free to contact us, and we will be more than happy to assist you.
  Please dont hesitate to contact us if you have any further questions.
  

  Sincerely,
  

  *******************************
  Head of Global Support and Operations
  ************************************
  

  
  

• Initial Complaint

  Date:09/06/2023

  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 purchased a business via flippa.com and was scammed I have solid proof this is 100% scam And escrow will not refund me my money I will not pay fees for a scammer and all this trouble I demand a full refund now Look at this site sales are fake, ********************************************************************************** I have returned the domain and dont want this scam If a website refund now

  

  Business Response

  Date: 09/20/2023

  Dear *****************,
  
  Thank you for alerting us to the problem you experienced with your transaction at Escrow.com. We appreciate the opportunity to respond.
  
  In your complaint to the BBB, you stated that you wanted a refund along with the cancelation of the transaction #********-1323055 Flippa.com sale for Automated Gardening Store
  
  My investigation shows that the transaction was initiated on August 13,2023. After all parties accepted the transaction, we received the payment from you on August 14, 2023. On the same day the seller selected the transfer type of the domain to push. Until August 31, 2023, we did not receive any communication from Flippa that the domain had been transferred. Since then we have had no communication from the seller.
  Based on the communications with you, we understand that you have not received the entire Flippa store and therefore you would like a refund. Based on Flippas instructions, we have started a 7 day inspection period and if the seller does not respond, we will cancel the transaction and issue a refund to you.
  With this communication, we confirm that this case is still pending to close. For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
  
  Sincerely,
  

  *******************************
  Head of Global Support and Operations

• Initial Complaint

  Date:08/07/2023

  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.

   
  Complaint: 20433938
  
  I am rejecting this response because:

  They said I did not comply with "additional" verification. To be clear I did respond to all their requests but they stalled and repeatedly became increasingly absurd in their requests. The seller of the car in question can confirm this becouse he tried from his end to find out what it was they wanted and the seller came to the same independent conclusion that their requests were absurd and incoherant.

  The end of this story for me was I asked my bank to get involved and the recalled the bank wire so my money is back in my account. I have long since paid the seller from my account previously since escrow.com "stole" my money for a while. What escrow.com was a soft scam. Since they eventually returned the money I have no legal recourse but they did sit on my money and make interest on it and cost me plenty of bank wire fees. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/16/2023

  August 16, 2023
  
  ***********************
  **********************************************************************************
  
  BBB Consumer Complaint #********
  #********-2711621 Sale of **** Mercury Cougar
  
  Dear *****************,
  
  Thank you for alerting us to the problem you experienced with your transaction at Escrow.com. We appreciate the opportunity to respond.
  
  In your complaint to the BBB, you stated that you wanted a refund along with the completion of the transaction #********-2711621 Sale of **** Mercury Cougar
  
  My investigation shows that the transaction was initiated on July 28,2023. After both parties accepted the transaction, we received the payment from you on July 31, 2023. As the funds came via an ACH payment, we require additional verification from the user to avoid payment returns. As this requirement was notified to you, there have been several communications between you and our support team in trying to assist you with this additional verification requirement.
  On August 08, 2023 a call note was left on the account that you are not willing to go through additional verification required by Escrow.com in order for us to approve the payment received. After notifying you that unless this step is fulfilled the transaction will not proceed, the transaction was cancelled on August 10, 2023. We also continued to notify the seller of the status of the transaction but got no response.After several attempts to contact the seller to notify that the transaction has cancelled, a full refund was issued to you on August 16, 2023
  With the confirmation that a refund was issued on August 16, 2023, we confirm that this case is closed. For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
  
  Sincerely,
  
  Charani Kodikara
  Head of Global Support and Operations