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:04/26/2023

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

• 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: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.

  Timeline of events 11/20/2022 - ******************* listed vehicle on **** 11/27/2022 - **** auction ended and sold to Buyer: ******************************* ***** (spouse of ***********************)12/2/2022 - Buyer paid Escrow.com 12/14/2022 - Alazani Express picked up the vehicle from ****'s residence 12/16/2022 - Alazani Express delivered the vehicle to the buyer at *********************************************************** 12/30/2022 - **** sent the title via *** NDA to the buyer 01/04/2023 - The title was delivered to the buyer Several text messages were exchanged between the buyer and seller between 12/14/2022 and 1/6/2023 Since 1/6/2023 the buyer has been unresponsive via text and **** messages.1/19/2023 - started email conversation with Escrow.com asking them to release the funds 2/1/2023 - provided Escrow.com with the tracking and driver information for the vehicle delivery 2/15/2023 - Escrow responded that they would have a manager look into this and the phone team would contact 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.

  Customer Answer

  Date: 03/14/2023

  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: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