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:04/20/2023

  Type:Billing 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.

  For my first experience ever began to sell my 2012 ***** CBR1000RR on ************ It sold for $4400.00. ***** picked bike up, agreed and attempted to pass up the two day inspection period and accept or approve transaction which would lead to my being paid two days earlier. **** screwed up in their system somewhow because both buyer and myself were trying daily to get transaction approved but inspite of both of our efforts they either didn't listen to us or blew us off because bike sold March 30th and buyer was trying to approve the sell when he picked up the bike at 1a.m. March 30th. They cost me ovdr two weeks and that has cost me my transportation and my place to live when you add it to what Escrow.com has done which is rob me of my $4400.00. So, this is what they are doing simply put.1) **** forced me into the escrow.com payout method and I had no warning or Information as to any of the nonsense they are doing to me.2) THEY VERIFIED ME.3) THEY OPENED AN ACCOUNT AFTER VERIFYING ME.4) THEY RECIEVED MY $4400.00 5) THEN AFTER ALLEGEDLY TRANSFERRING MY MONEY TO THE WRONG ACCOUNT WHICH TOOK AN EXTRA FIVE DAYS BUT THEY ARE FULL OF ****, THEN THEY 'TRANSFER' ALLEGEDLY A SECOND TIME BUT CLAIM IT WAS DENIED. BUT NOW THEY SAY ITS NOT TRANSFERRED BECAUSE OF VERIFICATION ISSUES. THEY SAY NOW MY DOCUMENTS WHICH THEY CHECKED VERIFIED BEFORE AND OPENED AN ACCOUNT ARE NOW NOT GOOD ENOUGH. SO I HAD MY EXWIFE OPEN AN ESCROW.COM ACCOUNT UNDER ********************** REPS DIRECTIONS AND HER BANK ACCOUNT IS AN ACCOUNT SHE HAS HAD OVER 25 YEARS AND HER DL IS VALID AND ETC AND THESE CROOKS STILL , EVEN AFTER VERIFYING ME ABD AND THEN CHANGING THEIR MIND AND THEN TELLING ME TO HAVE WIFE START ESCROW ACCOUNT AND VERIFYING HER DOCUMENTS THEY STILL ARE HOLDING MY MONEY HOSTSAGE. I WANT TO PRESS CHARGES. I ALSO TOLD THEM IN THE EARLY STAGES THAT IM LEGALLY DISABLED DUE TO SEVERE MENTAL ILLNESS AND AM ON SSI AND RSDI DISABILITY BUT THAT SEEMS TO BE THE REASON THEY ARE TREATING ME LIKE THIS ITS GOTTENWORS

  

  Business Response

  Date: 04/23/2023

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

  We are sorry to hear about your negative experience with our service and appreciate the opportunity to respond. We have thoroughly reviewed your complaint, and we believe that there has been a misunderstanding regarding the verification process of your account. As a regulated financial institution, we have to comply with various laws and regulations that require us to verify our users' identities.

  Upon review of your account, we have identified that your submitted photo of yourself holding your birth certificate was blurry and the document unreadable, which prevented us from completing the necessary identity verification process. We kindly ask you to resubmit a clear and high-quality image of yourself holding your birth certificate as required by our document requirements listed on our website at **************************************************************

  We apologize for any inconvenience this may have caused, but please understand that these measures are in place to ensure the safety and security of our platform and all users. Our team will review your submission as soon as possible and will inform you of the outcome.

  Furthermore, we would like to clarify that we are required by law to comply with strict regulatory requirements that mandate the verification of our users' identities. These requirements are in place to prevent financial crimes such as fraud, money laundering, and terrorist financing. By complying with these requirements, we are ensuring the safety and security of our platform and all our users.

  Thank you for your understanding in this matter, and we look forward to resolving this issue as soon as possible. Please dont hesitate to contact us if you have any further questions.
  
  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************
  

  
  

• Initial Complaint

  Date:04/20/2023

  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.

  I made a purchase of a 2015 GMC truck through ***** Partial payment of $500 was sent to the seller on 03/26/2023 via Escrow.com using my PayPal account. During the transaction Escrow . com was extremely slow & couldnt make the transaction happen. Both ********** called Escrow.com to cancel the transaction because I had to pay the seller with the $500 in cash. Escrow still held & is continuing to hold my $500 from PayPal after several calls to & promises to refund by Escrow.com. Ultimately

  

  Business Response

  Date: 04/20/2023

  Please see the attached file for our response.

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:04/13/2023

  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 February 17 2023 I did a wire transaction from USAA **** to Escrow.com for the purchase of a **** Deere 310sk backhoe from a site on E-bay motors (Escrow.com) for the price of *********. The seller info.. was ***************************** The equipment became unavailable and I cancelled the purchase through banking recall request (USAA) on Feb 21 2023 (cancelled by phone). Documents show on Feb 21 & 22 the confirmed cancellation and a request for originating banking information from Escrow.com. I also sent a copy of recall request to Escrow.com because of repeated asking. My bank e-mailed me on March 17 2023 a denial from Citibank that recipient (Escrow) refused authorized return of funds. (4) Recall request have been sent from my bank (USAA) to Citibank/Escrow and each time recipient refuses to return funds. I'm constantly told by Escrow customer service that my bank (USAA) isn't responding to Citibank (will not specify if by phone or text message). I contacted my bank (USAA) and was told there's no record of Citibank/Escrow trying to make contact. From the advise of an Detective ********************************: ************** Desk: ************** Office: **************.. I involved a banking representative (******, USAA customer service) while on the phone with ********************** customer service, ****** identified herself into the conversation and stated that she's recording the conversation and that another recall request was being sent as we speak. After doing research where wire was sent Citibank at address ******************************************************** is permanently closed but the second address ************************************************************************************************** is actually a **** (**** of ********** Escrow stopped all contact March 30 2023 after speaking with customer service (******, USAA ************************* Account: ********/ ABA: Routing# *********/ Reference Escrow Transaction#: ********. Escrow CS and business can't be trusted and I have all documents to show. Having a hard time downloading. I can mail

  

  Business Response

  Date: 04/19/2023

  Please see attached document for our response.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19933364
  
  I am rejecting this response because:
  
  Sincerely, I called my bank (USAA) on 19 April 2023 after receiving BBB response from Escrow. USAA stated they sent multiple Recall Request to Escrow but no response back. I called Escrow to check on sent Recall Request and was told to contact my bank. Im being refused to speak with anyone other than customer service to solve problems 
  
  ***************************

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19933364
  
  I am rejecting this response because:

  Date Sent: 4/19/2023 12:54:03 PM
   
  Complaint: 19933364
  
  I am rejecting this response because:
  
  Sincerely, I called my bank (USAA) on 19 April 2023 after receiving BBB response from Escrow. USAA stated they sent multiple Recall Request to Escrow but no response back. I called Escrow to check on sent Recall Request and was told to contact my bank. Im being refused to speak with anyone other than customer service to solve problems 
  

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

  

  Business Response

  Date: 05/02/2023

  Dear **************,
  
  Thank you for your follow-up, and we apologize for any confusion or frustration you *** have experienced during this process. We understand that this situation has been frustrating, and we appreciate your patience as we work to resolve it.
  
  We would like to inform you that, upon further review of the situation, we have decided to process the refund ourselves, as we have not received a response to our swift messages from USAA Bank. We apologize for any delays and miscommunication that *** have occurred between our respective banks.
  
  As of today, we have initiated the refund process for the amount of $18,196.30.
  
  We appreciate your understanding and cooperation in this matter.Should you have any questions or concerns regarding the refund process, please do not hesitate to reach out to **. We are here to assist you and ensure that this issue is resolved to your satisfaction.
  
  Thank you for your patience, and we apologize for any inconvenience this situation *** have caused.
  
  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19933364
  
  I am rejecting this response because: There's no money returned to my account yet, after 4 months of trying to get refund 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  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.

  On 4/2/23 I purchased an item for $4900 on ****.com. From ***** I was directed to complete the sale with Escrow.com. Later that day, Escrow.com debited my bank account $5059.25 via *** transfer. The **** seller and I elected to continue the sale by other means. I canceled the transaction on Escrow.com, and on 4/3/23 it was marked as such on Escrow.com's website. I called customer service to retrieve my funds, and was informed that I would need my bank to recall the funds. As the transaction between my bank and Escrow.com has already been completed, this is not possible. The customer service representative at ******************** repeatedly insisted I have my bank complete this impossible task. After several more calls to Escrow.com's customer service line, they requested I submit a "screenshot of a letter from your bank" stating the reason the *** recall can not be completed by my bank, despite having the reason repetitively explained to them. I submitted a letter from my bank to [email protected]. Escrow.com has acknowledged receipt the letter via phone, but I have heard nothing more. All other email inquiries to escrow.com have been ignored, and the "chat" feature on their website does not work.

  

  Business Response

  Date: 04/19/2023

  Please see our response attached.

  Customer Answer

  Date: 04/19/2023

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

• Initial Complaint

  Date:04/03/2023

  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.

  Date of transaction: March 11, 2023 (paid by direct debit)Amount of transaction: $31,225.46 I won an auction on **** for a **** ****** Land Cruiser FJ40 and was directed by **** to use escrow.com for payment. I filled out and uploaded all the required information and my $31,225.46 payment was accepted. On March 31, 2023 I received notification that the transaction had been cancelled by the seller due to mechanical problems with the vehicle. I then received an email from escrow.com stating I needed to fill out more information and add a new disbursement method in order to process my refund. When I do the steps outlined on adding a new disbursement method it is saying "details do not match verified account holder's details". I am the verified account holder and I have entered in the correct information, multiple times. I called and spoke to a customer service rep who told me i would need to get my bank to request an ACH refund. I contacted **** support because I was told the transaction was under the vehicle protection plan, but only got the runaround from them stating I would need to go through escrow.com for the refund.I have contacted escrow.com via support email requesting my refund, but have not received any correspondence back from them. This all seems like a setup to keep refunds under the ruse of "non-matching" information. I am out $31,225.46 and have contacted a lawyer and will be meeting with them to discuss what further action I can take.I just want my refund. It's fairly simple. Escrow.com should do the right thing and refund my money.

  

  Business Response

  Date: 04/11/2023

  Please see our response in the attached document

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19888758
  
  I am rejecting this response because:  Escrow.com is saying my bank has not initiated the *** recall in order to process my refund.  Attached is the email confirmation I received from my bank on the same day (April, 3, 2023) I received the transaction cancellation from Escrow.com.  It seems I am continually getting the runaround and I'm afraid I will be left with no other choice other than to pursue legal action.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/20/2023

  Please see our response in the attached document.

• Initial Complaint

  Date:02/08/2023

  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 vehicle on **** on 1/22/23 and the buyer has paid escrow.com in full and recieved the vehicle 2/2/23 and approved. I went through escrow.com because **** suggests using them so I had to open an account with them under ************************* since that's the name I use on IRS filings. All my titles and majority of business license, credit cards, bank accounts etc are under the name *****. I'm now out of a 75 Bronco, valued at 48k and my title to it and they're holding my money over this ridiculous name discrepancy. I've submitted bank info, business license, credit cards, all showing they were issued to ***** and their lack of response and action have me worried. I've sold hundreds of cars over the years both in person and online and never dealt with a company run this poorly. I'd appreciate any help you can give me.

  

  Business Response

  Date: 02/17/2023

  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 to ensure that the transaction is closed and that your funds
  were disbursed for the transaction #******** - ******* sale of 75 **** Bronco.
  

  My investigation shows that the transaction was initiated on 01/22/2023. Once both parties agreed to the
  transaction, funds were received and secured on 01/24/2023. The motor vehicle was shipped on 02/02/2023 and the
  buyer marked the item as received on the same day. On 02/07/2023 we received the vehicle title from yourself as
  part of our title collection service, and notified you of the discrepancy in the name on the title of ********************* with
  your name on the escrow.com profile **************************
  

  Further documentation was requested and reviewed on 02/09/2023. Once the approval came from our compliance
  department, the title was mailed to the buyer on 02/13/2023. That same day a total of USD$48,100.00 was
  disbursed to you closing the transaction. The buyer confirmed receipt of title on 02/15/2023. We apologize that it
  took longer than expected, but we had to do our due diligence to confirm the discrepancy on the title.
  

  With the confirmation that the transaction payment was already disbursed, we consider this matter to be closed. 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:11/16/2022

  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 paid for a $1612 transaction that was cancelled by the seller and a $445 (plus fees for this transaction that they said they are keeping) transaction also cancelled by another seller and escrow.com has made it impossible to receive my refund owed for both transactions. For the$1612 they said to contact my bank but my bank said they're not obligated to do anything so I should be getting this refund from escrow that I am owed. For the$445 transaction I sent them proof multiple times that transaction has been cancelled since Nov 4 and they have not refunded me for anything. They keep saying they'll send to a technical team to check and this is getting ridiculous that they haven't sent my money back for both. This is the worst company I've ever had to deal with. I have to jump through hoops and beg for my money back and still no help from this company. I am beyond frustrated and need this money to be returned. Who can afford to have$2000 held for so long ? I need this money to pay for other bills at the moment. This delay and excuses they are giving me just shows me they are zero help and I need someone to step in for this refund because it seems like they are giving me the runaround. I will never use this company for anything ever again and everyone should beware.

  

  Business Response

  Date: 11/24/2022

  Dear **************,
          Thank you for alerting us to the problem you experienced with your transactions at Escrow.com. We appreciate the opportunity to respond. In your complaint to the BBB, you wanted all funds held in escrow in line with the canceled escrow.com transaction #********-2763208 2014 passat one owner -3 years in storage-new battery-needs tuneup-solid car (USD1,612.77) and the currently active escrow.com transaction #********-2749554 **** GMC ***** SUV Grey 4WD Automatic (USD473.04) to be refunded.
           In the case of transaction #********-2763208 2014 passat one owner -3 years in storage-new battery-needs tuneup-solid car, our investigation shows that both yourself and the seller in this transaction requested to have the transaction canceled on the 14th of November 2022. As you had initially funded the transaction via a reversible payment method (ACH), our team advised you on the same day to request your bank to reverse the payment. Following these instructions, you notified us that your bank does not perform this service and that no proof could be provided to us by your bank to show that this is the case. This was shown to be false as on the 22nd of November 2022 we had received a payment reversal for your payment in full (USD1,612.77) which has now been pulled back out from our bank account and should reach your bank account within regular banking time-frames.
           In the case of transaction #********-2749554 **** GMC ***** SUV Grey 4WD Automatic, our investigation shows that the current transaction status indicates that the seller in this transaction has already shipped the merchandise, however you have stated that this sale has already been canceled on ****s side. Escrow.coms services aim to protect both the buyer and seller in a transaction and as such we must first confirm with **** or the seller that the vehicle has not been shipped and that the transaction can indeed be canceled safely. Once we have received this confirmation from **** or the seller, we will proceed with our normal canceling and refund process. 
        For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
  
  
  Sincerely,
  
  *******************************
  Global Support & Operations Manager
  
  

• Initial Complaint

  Date:11/11/2022

  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 to facilitate the purchase of a motorcycle from **** on 10/10/2022. I funded the transaction with an ACH transaction. The seller was not able to find the title for the motorcycle so the transaction ******** was canceled. I have been trying to retrieve my $870.00 from Escrow.com for one month. Today I found out that they will not refund the money without a letter from my bank stating that they are not able or will not recall the transaction. I called the bank and they said they are not able to recall the transaction or provide any documentation. They suggested I try to get a letter from a local in person bank.I will work on this next week. There was no warning of the difficulty in getting a refund when I transferred the funds.This is ridiculous in my opinion. I want my money back.

  

  Business Response

  Date: 11/20/2022

  Please see our response attached

  Customer Answer

  Date: 11/21/2022

  Better Business:

  
  

  Although I do disagree with some of the statements in the businesss response, I do agree the issue is resolved.

  
  

  I appreciate the effort of the Better Business Bureau is successfully resolving this issue.

  
  

  . 

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/01/2022

  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 has been holding our customers money, who has been attempting to release it to ** via their service, and Escrow.com representatives keep saying they cannot verify some aspect of the transaction. After going in circles over and over, we have asked them to just refund the money to the customer so our customer can pay us directly - and now we're not getting any response. Therein lies the real problem. They have been holding the account in an idle status with no effort to move forward, and the are non-responsive to attempts to communicate. When we do finally get a person on the phone after hours on hold, the give us and the customer the run around. They refuse to escalate to a supervisor, and have now stopped returning emails and phone calls.

  

  Business Response

  Date: 11/14/2022

  Please see our response attached