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:02/15/2025

  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 was used to draft a contract and transaction for exchanging payment and title of a motor vehicle. Buyer ********* ****-****** told Seller Durakhshan ***** about doing the transaction on escrow.com in lieu of eBay.Buyer ********* ****-****** drafted the contract and transaction on escrow.com for the sale.However, according to escrow.com, she picked the incorrect category. The seller allowed the buyers to pick up the car based on the buyer's funds being held in escrow by escrow.com. Escrow.com voided the contract and transaction, while offering no empathy, remorse, or support for the buyer.The buyers was without the car in possession and no money due to Escrow.com engaging in wrongful business practice harming the consumer.Escrow.com Vice-President, ********* ******* ************************************** was attached on email correspondence. At no point did he correspond or stepped in to resolve the issue. Would you want to use ************************** to sell your car, where trust is required and due to one clerical error, which is not your fault, they completely leaver the consumer on their own accord. This is not the way to do business.

  

  Business Response

  Date: 02/25/2025

  Dear Durakhshan *****,
  Thank you for reaching out and sharing your concerns. We understand how important trust and reliability are in a transaction, and we appreciate the opportunity to address this matter.
  Based on our review, the transaction was initially set up under an incorrect category, which impacted how it was processed. We recognize the frustration this has caused and understand the challenges that resulted from this situation. While we strive to ensure a seamless experience for all parties, certain transaction structures require specifi c criteria to be met for security and compliance purposes.
  We understand that this was an unexpected outcome, and while the transaction could not proceed as originally intended, we are happy to assist in any way possible to help clarify the next steps. If there are any further details you need from us to support a resolution, please let us know.
  We appreciate your patience and are here to help. Please dont hesitate to reach out with any questions or concerns.
  **** ***** **********
  Escrow.com Global Support Manager

• Initial Complaint

  Date:02/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 21, 2024, 9:27 AM MST Disbursement is delayed for more than 1 business day October 19, 2024, 9:26 AM *** Buyer accepts the motor vehicle. October 19, 2024, 9:25 AM MST Buyer received the motor vehicle. Inspection period starts October 18, 2024, 4:23 PM MST Seller shipped motor vehicle through New owner is responsible with tracking number - ***************. October 14, 2024, 9:07 AM MST Escrow.com approves payment October 8, 2024, 7:56 PM MST Payment or partial payment arrived, awaiting processing. We are still processing the buyer's payment, please hold off shipping the motor vehicle until the payment is marked as secured. October 7, 2024, 10:34 AM MST Awaiting buyer payment. October 7, 2024, 10:34 AM MST Buyer initiates the transaction You can see the history, the buyer paid and is satisfied with purchase. Escrow.com is still holding the money since October 7th 2024. I have spent hours on the phone with customer service on multiple occasions. The bottom line is they say they cannot release information about the buyer. The buyer has been in steady communication with me and seems legit. This is very frustrating! They have BBB top business since 2017 on their site so I am hoping you will resolve this issue ASAP.

  

  Business Response

  Date: 02/19/2025

  Dear *********** Donno,
  Thank you for reaching out. We understand how important it is for your funds to be released in a timely
  manner, and we appreciate your patience while this matter is being reviewed.
  At this time, a dispute related to the transaction remains under review. We understand that the buyer has
  indicated that the payment was returned to us, but we are still awaiting the final outcome of the process.
  Our team is actively monitoring this and working to facilitate a resolution as quickly as possible.
  We recognize that this has been an unexpected delay, and we appreciate your cooperation as we navigate
  the necessary steps. We remain committed to assisting you and will keep you updated as soon as we have
  further developments.
  Please let us know if theres anything else we can do to support you in the meantime. Were here to help.
  **** ***** **********
  Escrow.com Global Support Manager

• Initial Complaint

  Date:02/06/2025

  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.

  I opened a transaction to purchase a domain name on February 2, 2025. I wired the funds on February 3rd from my personal account. The funds were deducted from my account and I was charged a wire fee from my bank. It will be 5 days tomorrow that Escrow.com says they cannot research or validate the funds were sent. Meanwhile I am out over $3,000 in my checking account and ******************** has the never to tell me they can only research my wire if I provide them a wire payment receipt number. Well Escrow.com, my bank **************** only provides confirmation numbers and the funds were sent to ********, a US bank so the funds are there and I was charged the fee. I have called multiple times to try to address and the most recent conversation the customer service representative hung up on me. This is absolutely a joke. I would not ever do business with this company or service again. Not only have I wasted multiple hours of my time to complete, no one at this company is willing to help me. It's been 4 days and a wire gets processed the SAME DAY! Where are my funds and why haven't you secured them and processed my transaction. I have now had to call in and request that they change it to Debit to pay but now I don't want to even do that.

  

  Business Response

  Date: 02/12/2025

  Dear **** *****,
  Thank you for reaching out and sharing your concerns. We understand how frustrating it can be to experience delays, especially when funds have already been deducted from your account.
  Wire transfers typically process the same day, but in some cases, additional verifi cation may be required before funds are posted to your transaction. We appreciate your patience as we work to resolve this.
  To help ensure that your transaction is processed smoothly, we sometimes require additional payment confi rmation from your bank. Were happy to review any details you can provide so we can escalate this further if needed.
  After reviewing your case, were pleased to confi rm that the funds have already been successfully secured, and we are moving forward with your transaction. Our team is actively monitoring your transaction, and if you need any further assistance, were here to help.
  We appreciate your patience, and were here to ensure everything is completed smoothly for you.
  **** ***** **********
  Escrow.com Global Support Manager
  

• Initial Complaint

  Date:02/03/2025

  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 used Escrow.com to conduct a transaction in which I sold a product to a buyer. The buyer provided payment through Escrow.com, and I shipped the item to the buyer, valued at about $3,000. Escrow.com then cancelled the transaction, stating that I shipped the product before they authorized me to. I shipped the product in the time frame agreed upon between myself and the buyer. The buyer and I both reached out to Escrow.com and expressed our desire to complete the transaction. Despite escrow.com holding the buyers money, and despite the fact that I have relinquished the product to the buyer, and despite our desires to move forward, Escrow.com cancelled the transaction. This puts me, the seller, in a particularly difficult situation, as I have not been paid AND I no longer have my product. I expressed this to Escrow.com and they told me to settle this outside of Escrow.com. The customer service has been abhorrent and this feels like very unreasonable business practices.

  

  Business Response

  Date: 02/12/2025

  Dear ******** *****,
  Thank you for reaching out regarding your experience. We understand how important it is for transactions to be processed smoothly and securely. However, Escrow.com operates strictly within regulatory guidelines, and transactions must adhere to our platforms terms of service to ensure compliance and security for all parties involved.
  In this case, the transaction was canceled because it did not meet the necessary requirements for an escrow transaction. Escrow.com is not a payment platform; rather, we facilitate secure escrow services, where funds are held and only disbursed when all conditions are met. Unfortunately, shipping an item before the transaction was authorized does not align with our escrow process.
  Since the transaction was voided, any resolution regarding the shipped item would need to be handled directly between the buyer and seller. While we regret any inconvenience this may have caused, our policies are in place to maintain security and compliance.
  Thank you for your understanding and cooperation.
  **** ***** **********
  Escrow.com Global Support Manager

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/18/2024

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

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/10/2024

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

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/14/2024

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

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  After submitting my complaint to BBB, I was immediately wired my funds. 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/14/2024

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

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 10/30/2024

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

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

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 10/13/2024

  Dear James Collier,

  Good day to you.

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

   

  Dean Villanueva

  Escrow.com Global Support Manager