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: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: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.

  I sold my IPV4 addresses. For this transaction, the buyer and I have selected escrow.com in order to protect one another.The buyer has deposited funds in escrow.com, and I have transferred the IPV4 addresses to the buyer. After receiving the IPV4 addresses, the buyer contacted escrow.com and requested that they release the funds to me. October 26, 2023, was the date the buyer confirmed with escrow.Since October 27, 2023, escrow.com has failed to transfer my funds to me and has not even provided me with a proper response. I am emailing them over and over, but they are simply ignoring me.

  

  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

  
  

  Customer Answer

  Date: 12/18/2023

   
  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,
  
  *************************

• 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:07/18/2023

  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.

  This is a very simple and basic transfer of funds for a domain name, the first of two transactions I planned to make with the seller via Escrow.com.There has been back and forth for 8 days, every request responded to and proof submitted by me, but Escrow constantly request additional documentation and disqualify my evidence. We have landed in a situation where I've been accused by Escrow of attempted to defraud them, this was the last correspondence:"The team has advised me that you have applied a filter on the wise statement as the only payments shown are the funds that you have sent and they want a more detailed statement of account to see the origin of the funds."This is completely and utterly false, I don't think Escrow fully understands or is unwilling to educate themselves on the methods I took to send funds through Wise.com. They're under the assumption that it's being used like a bank account, where I deposit funds into it, then send them onward. I understand their ask is for evidence that I deposited the 20k into my Wise account. This transaction DOESN'T EXIST! I don't deposit funds into it, I use ACH in the Wise website and they send the funds directly on to Escrow.There is no record of a transaction of my payment into Wise.com, other than the screenshot I sent of my internet bank which shows the deposit "ec3.jpg" which they wont accept.At this point I've been called a liar or a fraudster, these guys are sitting on my money and holding up my business arrangement. I expect a full refund with 0 fee's or for them to mark the payment as completed so the seller and me can conduct our business.

  

  Business Response

  Date: 07/28/2023

  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 completion of the transaction #********-541246 Sale of SextingFinder.com Domains
  
  My investigation shows that the transaction was initiated on July 10, 2023. After both parties accepted the transaction, we received the payment from you on the same day. As the funds came from Wise.com which we consider as a third party funder, our protocol is to ensure the validity of the source of funds are verified before we accept the payment. As an online money transmitter holding escrow license, we are required to verify the incoming funds before approving them.
  I do understand that you were asked for several documents through the course of the process from July 10th, 2023 through July 18th, 2023. Once we were able to fulfill all the requirements, the funds were approved on 18th and the domain was transferred as well as accepted by you. The seller was also paid out on the transaction on the same day as well.
  With the confirmation that the transaction is completed on July 18th, 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.

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I didn't read the response, but they approved transaction shortly after the case was opened. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service 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.

  May 12, 2023 the transaction has been agreed by both parties: Your transaction ******** May 19. 2023 payment secured by escrow.com: Funds have been secured for your transaction May 21, 2023 domains are transferred: Seller selected transfer type - Authorization Code May 30, 2023 first escalation: We'll first reach out to the buyer for them to update the transaction on their end. May 31, 2023 escrow.com confirmed they received all confirmations: This is in line with your morethan 10 created tickets. June 5, 2023 second escalation: Please note that we have not stopped reaching out with the Buyer in order to remind them to update the transaction. The last time we reached out was dated, 2023-06-02 14:36:00.June 7, 2023 third escalation: Please note that we are sill trying to contact the Buyer. On the other-hand, once the Buyer remains unresponsive after several attempts, you may provide a proof of transferred and this will be forwarded for review to check if we can update the transaction on behalf of the Buyer. June 9, 2023 fourth escalation: Escrow.com reserves the right to provide the Buyer a written 48-hour notice if an Inspection Period has ended without the Buyer's involvement.June 13, 2023 escrow acknowledges the buyer has received the domains (May 21 were already transferred!): The buyer has received the merchandise.- The buyer will examine and either accept or reject the merchandise.- If the buyer accepts, we will release the buyer's payment to you.- If the buyer rejects, the buyer will have to return the merchandise to you.June 16. 2023 escrow said they will release money: The Buyer agreed upon inspection period has expired. The merchandise has been marked as accepted.The inspection period has expired due to inactivity. As stated in the escrow instructions, you automatically accept the merchandise when the inspection period expires.- Escrow.com will release funds.- This transaction is officially completed.June 19, 2023...

  

  Business Response

  Date: 06/29/2023

  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 completion of the transaction
  #********-1615424 Sale of GymBeam Domains

  My investigation shows that the transaction was initiated on May 10, 2023. After both parties accepted the transaction
  on May 12, 2023, we received the payment from the buyer on May 18, 2023. The domains were transferred on May
  21, 2023, and since then it took the buyer 25 days to confirm that they received the domains. During this time frame,
  Escrow.com made several attempts to contact the buyer to confirm the receival of the domains. On May 15, 2023, the
  Buyer finally contacted Escrow.com to let us know that they do not have full access to all the domains. Buyers
  inspection period ended on May 16, 2023, and a 24-hour notice period was sent to the buyer as the buyer did not
  acknowledge the ending of their inspection period. The last communication from the Buyer on May 21, 2023, that
  they are working with the seller to ensure 4 out of the 14 domains are completely transferred before the funds are
  released. We have made several attempts since then to contact the buyer to confirm the acceptance of the domains
  before the transaction can be completed.

  At this point, we are still waiting for the buyer to confirm that all the domains are transferred before the transaction
  can be closed. Without the confirmation, we are not able to close the transaction. While we have no intention of
  holding this transaction longer than it already has, it is our best interest to ensure that all assets of the transaction are
  fully handed over to the Buyer before we can proceed to pay to the seller.

  With the confirmation that the transaction is still pending to be closed, we confirm that this case is not yet 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

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20216014
  
  I am rejecting this response because:
  

  On May 12 all sides agreed to the contract (including escrow.com) which stipulates the inspection period to be 3 days  

  May 19, escrow.com notified us the money from buyer was received  

  May 21 we transferred the domains over to the buyer and notified escrow of the transfer AND the beginning of the inspection period !!!

  May 24 the inspection period expired !!!

  Payment should have been released immediately after May 24, as agreed in the contract.

  between May 24 and June 16 we have escalated the case several times by email and phone

  
  escrow.com has confirmed the completion of the transaction as well as payout  on June 16

   

  today June 29 we have not received the money, and no official update on the transaction since June 16 (transaction completed)

   

  we demand immediate payout, plus interest rate since May 24 until full payout received  

  otherwise we demand the cancellation of the transaction, return of all domains to us, funds to buyer and 5000$ in damages and lost profit from escrow.com

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

• Initial Complaint

  Date:05/05/2023

  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.

  Tried to use this service as a safe way to process a transaction both buyer and seller agreed to terms multiple times yet they continue to deny the transaction. Now we both have chosen to cancel the transaction and they are putting further barriers to accessing my funds. Avoid doing business with this company at all costs I may have to reverse the charges to resolve this matter.

  

  Business Response

  Date: 05/10/2023

  Dear *********************,
  Thank you for reaching out to us and sharing your concerns with Escrow.com. We understand that you've experienced difficulties with our service, and we apologize for any inconvenience this may have caused and appreciate the opportunity to respond.
  First and foremost, we would like to assure you that we take all complaints seriously and strive to provide the highest level of customer satisfaction.
  Upon reviewing your complaint, we understand that you made two payments for this transaction. We have investigated the matter and can confirm that both payments have been refunded in full to your PayPal account as the transaction has been cancelled.
  We recommend checking your PayPal account and getting in touch with them if you have any questions regarding the processing time if the funds have not yet been returned to your account although normally this is instant.
  At Escrow.com, we continuously strive to improve our services, and your feedback is valuable in helping us identify areas where we can do better. We apologize for any inconvenience you may have experienced and appreciate your understanding in this matter.
  If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you and ensure a seamless experience.
  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************
  
  

  Customer Answer

  Date: 05/10/2023

  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. Im not sure if the refund was processed because I filed the complaint or was just a 2 week process normally.  But my business with escrow.com is now complete and thankfully so.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Escrow Policy compelled I and the seller to resolve their dispute via Arbitration. I was complied by attending the AAAs first Arbitration filed by the seller. However, the seller did not comply with AAAs policy and procedures and the case was dismissed. Despite the case being dismissed for her failure to comply with AAAs policies and procedures, Escrow did not release the $10,937.50 (Price of Watch plus taxes) to me; thereby, Escrow breached their contract. Escrow compelled and forced Me to attend a second arbitration proceeding filed by the seller with net-ARB. I complied and yet at the 11th hour, Escrow released the $10,100 to the seller despite the fact that both parties are still in the arbitration process. I have incurred monetary damages because I paid for both proceedings, and hace no watch, sustain the loss of $31,451 that I have incurred to get my refund and continue to incur.Escrow forced me to return the fake Watch to The seller under the promised that they would abide by their policy and be resolved via arbitration and not by Escrows decision.Escrow promised not to release the $10,100 payment. Escrow stated, ** informed that the funds will not be released to the seller or refunded to the buyer without the confirmation of both parties. This means both parties had to agree via Mediation to release the funds, but since the parties did not agree, the next step is via Arbitration. Thus, the funds should not have been released pending Arbitration. Escrow released the $10,100 to the seller thereby breaching their promise and the contract, without waiting for the Arbitrators decision.According to the seller, at the 11th hour, Escrow made a decision and released the money to the seller. This took place while the parties are on Phase 3 and getting close to phase 4 ************************************************ to decide the matter ended when they put in their policy and procedures that disputes will be settle by Arbitration and they sent this matter to Arbitration

  

  Business Response

  Date: 05/11/2023

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

  
  We at Escrow.com appreciate your feedback and understand the frustration you are experiencing. We would like to clarify our position and actions taken in your case.
  According to our records and the details of the arbitration provided, the matter was indeed sent to arbitration as per our policy. As an impartial third party, our role in these situations is to secure the funds until the dispute is resolved through the arbitration process.

  
  We understand that the arbitration process you and the seller engaged in was handled by net-ARB, **** According to the "net-ARB Binding Arbitration Award", dated January 9, 2023 (see attached copy), the arbitrator awarded the amount in the Escrow account *********************** Transaction # ***************, Escrow Account # ***************** to the Claimant (Seller). The award states:
  "The Claimant is entitled to and hereby awarded the amount of the Escrow.com escrow, Escrow Transaction # ***************, Escrow Account # **************** less ******************** fees *********************** Amount). If Claimant has already received the Escrow Amount, Claimant is hereby directed to retain the Escrow Amount. If the Escrow Amount was retained by Escrow.com, then Escrow.com shall forward the Escrow Amount to the Claimant. If the Escrow Amount was sent to the Respondent by Escrow.com, then the Respondent shall send the Escrow Amount to Claimant."

  
  As a neutral escrow service, our role is to follow the decision of the appointed arbitrator. Upon receiving the final arbitration award, we adhered to the instructions and released the funds to the seller, as directed by the arbitrator's decision. We have no authority or discretion to override or ignore the decision of the appointed arbitrator.
  We regret any misunderstanding about the role and responsibilities of Escrow.com during this process. We always strive to provide a clear, secure, and efficient platform for online transactions. We follow our policies and procedures to ensure the security and satisfaction of all parties involved.

  
  We understand that this situation has been challenging, but we hope this explanation provides clarity on the actions taken by Escrow.com. If you have any further questions or need additional clarification, please feel free to contact our customer service team at **************. We appreciate your understanding and patience in this matter.
  

  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************
  

  
  

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19983800
  
  I am rejecting this response because:
  
  Hi *****.
  
  Escrow is spinning/ avoiding the facts and not addressing the main issue. Escrow did not abide by the contract. The Contract states that Escrow shall not release the funds to any party prior to an Arbitrators decision which was made  January 9, 2023. In this case, Escrow breached the contract by releasing the funds on November 8, 2022, before the Arbitrator issued a decision. Escrows breaching the terms of the contracts resulted in the Seller ****** keeping the Watch and not returning it and keeping the money that Escrow disbursed before the Arbitrators decision. Escrow has not even made any effort to direct the Seller ****** to return the watch, which the Arbitrator directed to return to the buyer. Escrow is liable for breaching the terms of the contract. Also, Escrow violated ********* escrow rules and regulations, which are in place to protect the public and reduce the risk for consumers. If Escrow refuses to pay the Buyer, a complaint will be filed with the ********** of ********* Protection and Innovation and other ******************** Escrow is a liability to the consumers. Escrow should reimburse the Buyer for the money he lost due to Escrows breach of contract.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/18/2023

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

  We appreciate your continued dialogue and understand your concerns surrounding this situation. Please allow us to
  provide further clarity on your points of contention.
  

  Firstly, we acknowledge your assertion that the funds were released prior to the final arbitration decision. In certain
  instances, based on all the information available, our company might make a business decision to release the funds
  to either party. In your case, our decision to release the funds to the seller was based on the comprehensive analysis
  of the transaction details, including information from **** and other relevant factors.
  

  It is critical to note that this decision did not prejudice the ongoing arbitration process or preclude the possibility of
  the arbitrator ruling in your favor. Our intention was always to adhere to the final decision of the arbitrator, as our
  role is primarily to safeguard the funds until such a decision is reached.
  

  In this specific case, the arbitrator's decision coincided with our preliminary assessment, awarding the funds to the
  seller. However, had the arbitrator's decision mandated a refund to you, we want to reassure you that Escrow.com
  would have taken the necessary steps to return the funds to you at our own expense.
  

  As for the initial arbitration proceedings with the **** we understand that the case was dismissed. However, at that
  juncture, without a conclusive decision from the arbitration process, we deemed it appropriate to maintain the funds
  in escrow until a resolution was reached, which led to the second arbitration with net-ARB.
  

  Sincerely,
  
  Charani Kodikara
  Head of Global Support and Operations
  ************************************

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 19983800
  
  I am rejecting this response because:

  Dear ********************,
  
  I appreciate your acknowledging that the funds were released before the final arbitration decision. How is this not in violation of our agreement and Nevadas Escrow Financial laws?
  
  I also appreciate that you acknowledged that Escrows role was to safeguard the funds until such a decision is reached primarily. However, the Seller did not return the watch as ordered by the Arbitrator. Thus, I was prejudiced by Escrows decision to release the funds to the Seller without first making sure that the Seller return the watch to me, the Buyer, as ordered by the Arbitrator. The Seller did not return the watch. Now, I dont have the watch, and I dont have the $10,000 that I paid to the Seller.
  
  According to your previous correspondence, you reassured me that *************************** would take the necessary steps to return the funds to me at Escrows own expense. Is that right? I agree with you that Escrow can make things right. I believe that you will take all necessary steps to return me the funds or the watch as the Arbitrator ordered the Seller to do so. I really appreciate that you are taking the time to resolve this issue among us. As you might know, I filed a Mediation proceeding on or about April 19, 2023, at JAMS. April 20, 2023, was the deadline to respond to the JAMS case manager. However, Escrow did not respond. I will forward the information to your email. I am willing to agree for the case manager to extend the deadline if needed; however, youll need to communicate with the case manager by Monday, May 22, 2023, at the latest, to let her know that you are agreeing to engage in Mediation; unless you believe we can resolve this among us. If we reached an impasse, you will leave me no choice but to proceed to resolve this matter via Arbitration pursuant to our agreement. Also, I will have no choice but to file a complaint with the *************** to deal with the issue of the violation of the Escrow laws in our state and request to open an investigation regarding this companys Escrow practices. What do you say about resolving this issue amicably?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction was initiated on April 14th. Buyer received the truck on April 20th, and approved the disbursement of the funds to Escrow.com.I wait patiently until Monday, April 24th and I have been told a hundred different reasons why they refuse to release MY money to me. They are offering no solution or timeline of when they will release my funds, even though the buyer has twice called also requesting the funds to be released to me.Horrible company, I would avoid at all costs, as it appears Im going to incur attorney fees now to hopefully get money that doesnt belong to them in the first place.

  

  Business Response

  Date: 04/27/2023

  Dear *********************,
  We are sorry to hear about your experience with escrow.com and appreciate the opportunity to respond. We want to assure you that we take all complaints seriously and strive to provide the best service possible to all our customers.
  After investigating your case, we found that there was a delay in disbursing the funds to you due to an error in the initial setup of the transaction. We had to follow up with **** to clarify the situation, which took longer than expected.
  However, we are pleased to inform you that the issue was resolved on April 25th, and your funds were disbursed on the same day. The transaction has now been closed.
  We apologize for any inconvenience this may have caused and appreciate your patience during this process. If you have any further concerns, please do not hesitate to contact us.
  
  
  Sincerely,
  
  
  Charani Kodikara
  *******************************
  Head of Global Support and Operations
  ************************************
  
  

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19977052
  
  I am rejecting this response because: I had to have my attorney contact this business, the funds were in fact released but it was due to pending litigation.

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