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:04/03/2023

  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.

   
  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,
  
  *****************************nsaction 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

  

  Business Response

  Date: 04/20/2023

  Please see our response in the attached document.

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising 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 ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************ntact the buyer.2/17/2023 - I responded that this is unacceptable and copied my lawyer with a timeline of events.2/28/2023 - I contacted the delivery driver and got the Bill of Lading signed by the buyer - provided this to Escrow 3/2/2023 - I asked Escrow when a manager will respond

  

  Business Response

  Date: 03/14/2023

  Please see our response in the attached file.

• 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.

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

  

  Business Response

  Date: 11/20/2022

  Please see our response attached

• 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