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: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

• Initial Complaint

  Date:07/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17 we tried to buy a domain name from a broker for $9500 via escrow.com. The escrow fee was $174.20, and the total amount was $9674.20. We began the verification and wire transfer the same day. On 6/22 we received notification that the wire transfer was successfully completed. We spent the next week trying to complete the required verification. We were repeatedly told that verification failed because the information did not match, but all information provided was correct and accurate. Escrow.com could not provide any valid explanation for the failure. The broker contacted me and said that Escrow.com reported to them that no payment had been received. I provided the transaction ID to the broker as proof. After multiple emails and phone calls between our CFO and Escrow.com, the broker contacted us again to ask what the holdup was. We explained that escrow.com refused to verify our account. On 6/30 the broker said they contacted Escrow.com and that we would be hearing from them shortly. After another delay we had more back-and-forth with escrow.com with no resolution. Finally, on 7/5 we were notified by the broker that they had canceled the transaction and we would use a different service to arrange the transfer.Escrow.com seems to require a match between the corporate address and the personal home address of the responsible officer. ******* law requires that driver's licenses have the residential address of the holder. Escrow.com's demand would violate state law. Escrow.com created requirements for verification that are impossible to meet, ensuring the transaction would fail. Escrow.com collected a fee for a service that was never provided. Escrow.com did not make a good faith attempt to verify our account, failed to communicate important information, and made no effort to resolve the issues in a timely manner. The fee should be refunded.

  

  Business Response

  Date: 07/13/2022

  
  
  
  
  
  
  July 13th, 2022
  
  *********************
  13614 *************
  *******, ** 32615
  
  
  BBB Consumer Complaint #********
  #********-2650647 Sale of *****.com
  
  
  
  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 the fees to be refunded along with the initial funds sent for the transaction #********-2650647 Sale of *****.com
  
  My investigation shows that the transaction was initiated on June 17, 2022. However, there was a delay in verifying the companys identity through our verification process. I see that you have made multiple attempts to upload the documents that were asked of you and ensured that all requests from your end were fulfilled. I do see that after several communications, our verification team has asked to cancel the transaction since the documents could not be verified in a timely manner. I do want to apologize for the inconvenience caused on our end.
  
  I also saw that the funds were still on hold until the original account number used to send the funds were updated on our end and today,I have approved to refund the entire amount you sent, which includes the fees as well to the originating account. The total amount refunded back is $9,674.20
  
  With the confirmation that the transaction payment was already refunded in full, 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,
  Charani Kodikara
  
  Charani Kodikara
  Head of Global Support and OperationsTell us why here...

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17536134
  
  

  I am rejecting this response because:

  
  

  We have still not received our refund, despite the claim by Escrow.com that it has been issued.
  

  Given the difficulty we had with the initial transaction, and now the further difficulty we are having getting a refund, I am not hopeful that we will be seeing our money any time soon.
  

  The sheer number of phone calls and messages involved in this transaction, only to have no resolution at all, really makes me question whether Escrow.com is acting in good faith.
  

  My level of trust is about as low as it can get at this point.
  

  
  

  Sincerely,
  

  
  *********************

  

  Business Response

  Date: 07/28/2022

  July 27th, 2022
  *********************
  13614 *************
  *******, ** 32615
  
  BBB Consumer Complaint #********
  #********-2650647 Sale of *****.com
  
  
  Dear ***************,
  
  Thank you for alerting us again that the initial problem with your transaction with Escrow.com had not been resolved yet. We appreciate the opportunity to respond.
  In your complaint to the BBB, you stated that you wanted the fees to be refunded along with the initial funds sent for the transaction #********-2650647  Sale of *****.com
  My investigation shows that the transaction was initiated on June 17, 2022. However, there was a delay in verifying the companys identity through our verification process. I see that you have made multiple attempts to upload the documents that were asked of you and ensured that all requests from your end were fulfilled. I do see that after several communications, our verification team has asked to cancel the transaction since the documents could not be verified in a timely manner. I do want to apologize for the inconvenience caused on our end. 
  I also saw that the funds were still on hold until the original account number used to send the funds were updated on our end and on July 13th 2022, I have approved to refund the entire amount you sent, which includes the fees as well to the originating account. The total amount refunded back is $9,674.20
  Unfortunately, the original account number provided to us by your account manager (*********************************) was incorrect resulting in the funds to return back to us on July 18th 2022. We then contacted ******* and confirmed the correct account number by July 20th after two attempts and were able to redistribute the funds to the provided account number on July *********. If this attempt is unsuccessful as well, I am open to issuing a check as an alternative. Our company usually does not issue refunds in the form of a check for security purposes, but I am willing to approve that in this case.
  With the confirmation that the transaction payment was already refunded in full, 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,
  Charani Kodikara
  
  Charani Kodikara
  Head of Global Support and Operations