ComplaintsforEscrow.com

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on **** and was offered to use the escrow.com service to pay for it. We signed up on the website on Monday 6/3. They debuted my account on the same day. Until today they have not cleared the transaction for the seller to release the item. All documents were submitted timely. I follow up on chat and phone and only talk to low level call center people that are useless. I asked to talk to a manager and was denied. I just want to know if the payment will be approved or denied so that I can move on to other payment methods. This delay has cost me $60 already on cancellation fees from the shipping company!! Its ridiculous miserable customer service!

  

  Business response

  06/12/2024

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

  We apologize for the inconvenience and frustration you have experienced with your recent transaction.

  The security of our users is paramount, and occasionally, we must conduct additional due diligence to ensure the safety of all parties involved. In this instance, we required some additional details from the seller before being able to proceed. This is to protect your interests as a buyer and ensure a secure transaction.

  We understand that this delay has caused you inconvenience and additional costs. As of June 10th, the seller has been notified to proceed with shipping the vehicle.

  Our support team is committed to assisting you, and we regret that your experience with our customer service fell short of your expectations. We are continuously working to improve our service and ensure that such delays are minimized in the future.

  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  

  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used escrow.com the service provider could not complete the task and a mutual refund was agreed upon.Escrow.com not only did not refund my money (500) they scammed me for an additional 170 dollars while continuing to promise a refund.First they told me they BTC was frozen. I gave an ETH wallet and they said i needed to connect via web2 qr code and accept the transaction. This resulted in an addtional 170 being taken from my wallet.I was then promised an interac e transfer refund. I provided my email they said "its coming" then never sent it and are ignoring my messages I will be calling their main office today and filing a police report at **************** where their main office is located.

  

  Business response

  06/12/2024

  Dear *****,

  We do not appear to have any transaction on the Escrow.com platform that you are a part of. Could you please send us a screenshot of your transaction at Escrow.com?

  You should have received email communications from Escrow.com once your transaction was created as well.

  Escrow.com also does not support transactions involving cryptocurrency so you may have used a different escrow service, and not Escrow.com.

  Kind regards,

  Escrow.com

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attempted a transaction with them and both parties got fed up of them trying to keep asking for information. Cancelled the transaction then they noted the money did not come from me but another entity. Provided them my name and company name in the transaction, sent them my transaction with my name and company name. No matter what you submit it seems they only care about ensuring they steal your money and identity. Why just send the money back to the original account it came from? Transaction #********-2955930

  

  Business response

  05/21/2024

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

  Thank you for sharing your feedback with us. We understand that additional verification steps can be frustrating, and we appreciate your patience throughout this process.

  Regarding the discrepancy in the account names, it's important to note that our priority is to ensure the security and integrity of all transactions. Due diligence is essential to protect the interests of all parties involved.

  Rest assured, we have processed a refund for you, returning the funds to the original bank account. If you have any further questions or concerns, please feel free to reach out to us directly.

  We value your business and are committed to resolving any issues promptly. Thank you for your understanding.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 14th I entered into a transaction to secure an ******* money deposit for a yacht laying in ********, ******, a used 50-ft sailing cutter. The ******* money deposit was the standard 10% placed in escrow in boat transactions. Escrow.com clearly states on their website that they process transactions for boats (a screenshot is provided). I wired the money to Escrow.com through the approved process and they frozen the money for two weeks with no explanation after acknowledging the money was provided (see their own timeline with receipt on march 18th and establishment on April 1st, attached). Repeated calls by both myself and the seller were required to address this; I had originally requested a 30 day inspection period but by the time the issues with Escrow.com had been navigated, I had already inspected the boat. I closed the transaction for the yacht on the 15th of April with notarized Coast Guard documents. I paid the balance of the price at that time as is normal in yacht transactions. Nothing in the Escrow.com terms of service forbade this or indicated that its "boat" escrow was somehow different from the "boat" escrow that a normal and reputable yacht broker would execute. Escrow.com then applied the full 30 day inspection period when the seller and I mutually confirmed the transaction--so I stated I had inspected it and was satisfied with its condition. I was then contacted and asked to confirm I "had received delivery of the vessel". I explained that the vessel was too large to be transported and was under the supervision of a watchman on contract to me. They updated the account to say I needed to take no action, making me think it was okay. But then I received a strange incoherent e-mail threatening to cancel the transaction, and then silence for almost an entire week. On calling next, I was told I had to prove the boat was shipped to me with something like a bill of lading whicwh is impossible for me to provide. I need the money released to the seller.

  

  Business response

  05/02/2024

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

  We apologize for the inconvenience you experienced with the recent transaction on Escrow.com. Ensuring transparency and addressing your concerns is paramount to us.

  We regret any delays in releasing funds. Our priority is to facilitate smooth transactions, although we recognize the unique challenges involved in transferring large vessels, especially at a slip. Nevertheless, our compliance and AML policies mandate adherence to legal and regulatory standards.

  For Transaction ********, it's crucial to receive a signed agreement from both the buyer and seller to release payment, as outlined in our policies. This requirement is not specific to the item being transacted but rather ensures compliance.

  While we understand your frustration, adherence to our policies is necessary. If our processes don't align with your needs, we're open to canceling the transaction and issuing a refund. However, it's essential to operate within legal frameworks and regulatory requirements.

  We appreciate your understanding and cooperation. If you have further questions or concerns, please reach out to our support team.

  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a website that I own on Flippa.com. Flippa forces sales of transactions to use Escrow.com. I signed up for Escrow.com. They requested that I verify my identity. On two separate occasions I uploaded a high resolution and clear valid passport document to verify my identity. I uploaded a high resolution and clear 1-month old bank statement to verify my address, which is included as a valid form of address confirmation. On both occasions they have refused to 'verify my identity' despite these documents being in full compliance with what they have asked. Due to these continued delays they are going to kill my deal. This incompetence is totally unacceptable.

  

  Business response

  04/18/2024

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

  Thank you for bringing your concerns to our attention. We understand the frustration you've experienced during the verification process.

  At Escrow.com, we adhere to strict regulatory standards to ensure the security and integrity of our platform. Verification is a crucial step in this process, and we take it very seriously to maintain trust and compliance.

  While we regret any inconvenience caused, we assure you that our verification procedures are designed to meet regulatory requirements. We appreciate your efforts in providing the necessary documents, and we apologize if there was any misunderstanding regarding the verification process.

  We're pleased to inform you that your account has been successfully verified, and your transaction can proceed without further delay. We understand the urgency of your situation and will prioritize the completion of your deal.

  Please understand that our commitment to security and compliance may result in additional steps during the verification process. We appreciate your patience and cooperation in this matter.

  If you have any further questions or concerns, please feel free to reach out to our customer support team for assistance.
  
  *********************
  Escrow.com Global Support Manager
  
  

  Customer response

  04/18/2024

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Escrow.com:I am writing this message to express my deep frustration and demand immediate remedy regarding a pressing issue with a transaction (#********), involving a sum of $11,000 intended for the purchase of a domain name. Despite following all your guidelines, the payment facilitated by our third-party funder, *** ******************* *************************** using Wise, was unjustly rejected twice by your recipient bank. This rejection has seriously endangered our acquisition, potentially causing us to miss a crucial deadline of March 29th, 2024.Please note, Escrow.com had previously approved *********************** (*** *******************) as a third-party funder for this transaction, and we had explicitly notified your team about this payment structure both via email and phone. Our adherence to your process and pre-approvals makes these payment rejections both baffling and unacceptable.Given today is April 4th, 2024, we have already passed the initial deadline, which is causing escalating concerns and potential financial damages. Therefore, I urgently require from Escrow.com:1. A prompt, corrective action to ensure the $11,000 payment by *** ******************* is accepted and processed without any further delays, to facilitate the successful completion of the domain name transfer. 2. Direct communication from Escrow.com to confirm the correct payment information has been utilized. If necessary, provide an alternative solution or the Escrow.coms Wise account email address for direct payment, ensuring no further barriers to this transaction. 3. Re-examination and verification of our provided payment details towards ensuring their correctness and adherence to your required format.The lack of effective communication and resolution from Escrow.coms side has been incredibly disheartening. This situation demands not only your immediate attention but also necessitates immediate rectification actions on your part.

  

  Business response

  04/14/2024

  Dear Viet ***********************,

  Thank you for bringing your concerns regarding transaction #******** to our attention. We understand the urgency of the situation and want to address your points thoroughly.

  Final Payment Timing: We understand that Wise transfers may take 2 to 3 business days. However, it's imperative to adhere to the agreed-upon deadline outlined in the contract. Making the final payment on the day of the deadline, without considering potential transfer delays, puts the completion of the transaction at risk.
  Third-Party Funder: While you had a third-party funder, it's worth noting that the account was created and verified only two days before the deadline. We also took this into consideration and verified the third party founder on the same day they registered their account. This short timeframe may have contributed to delays or complications in processing the payment.
  Contractual Obligations: As an escrow service, we are committed to facilitating transactions in accordance with the terms agreed upon by both parties. Our role is to follow the instructions outlined in the contract and ensure a fair and secure process for all involved parties.
  Payment Deadline: It's important to highlight that the buyer's (you) failure to pay the seller on time, as per the agreed-upon deadline of March 15, is a critical factor in this dispute. Escrow.com cannot be held responsible for delays caused by late payments or failure to adhere to contractual obligations.
  Accessing Seller's Email: We take the security and privacy of our users very seriously. If it has come to our attention that you accessed the seller's email without proper authorization, we must address this matter with the utmost seriousness. Such actions are not only unethical but may also violate our terms of service.

  Given the completion of the contract, we encourage you to communicate directly with the seller outside of our platform to resolve any remaining issues. However, please be mindful of legal and contractual obligations as you proceed.

  We appreciate your understanding and cooperation in this matter. If you have any further questions or require assistance, please don't hesitate to contact us directly.
  
  Thank you for your understanding and cooperation.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

  Customer response

  04/15/2024

  Complaint Reference: 21528873
  Transaction Details:
   * Domain Name: Lec.com
   * Seller Name: *********************
   * Purchase Price: $28,000

  I reject Escrow com's response because.

  
  Issues with Escrow.com:
   * Failure to Facilitate Transaction: Escrow.com did not successfully complete the domain name transfer despite being the designated escrow agent. This resulted in a financial loss of $17,000 for me, the buyer.
   * Unprofessional Communication: My communication with Escrow.com regarding the transaction was inadequate. There was a lack of clarity and transparency, leading to misunderstandings and unnecessary delays.
   * Unfounded Accusations: Escrow.com made accusations of unauthorized email access by me, the buyer.  These accusations are demonstrably false and caused unnecessary tension.  I request that these accusations be retracted from the record. (If possible, provide documentation to support this claim.)

  
  Issues with Seller:
   * Breach of Contract: The seller, *********************, failed to fulfill their obligations outlined in the purchase agreement. This resulted in me withholding the final payment of $17,000.
   * Potential Fraudulent Activity: I suspect fraudulent activity on the part of ************** due to their refusal to complete the transaction and return the $17,000. I have reported this activity to the *** (IC3) for further investigation.

  
  Desired Resolution:
  I request a full investigation into the actions of both Escrow.com and **************.
   * I expect Escrow.com to  facilitate the complete transfer of the Lec.com domain name to me according to the original agreement.
   * I seek a full refund of the $17,000 withheld from **************.
   * I request an apology from Escrow.com for any false accusations made against me.
  I am retaining legal counsel and am prepared to pursue arbitration if a satisfactory resolution cannot be reached.
  

  

  Business response

  04/24/2024

  Dear Viet ***********************,
  
  Thank you for your feedback regarding transaction #********. We understand the urgency of your concerns and aim to address them comprehensively.
  
  Regarding the final payment timing, it's important to note that while Wise transfers typically take 2 to 3 business days, it's prudent to plan ahead to mitigate any potential risks associated with last-minute payments.
  
  Concerning the involvement of a third-party funder, we recognize the challenges posed by the short timeframe between account creation and verification. Despite our efforts to expedite the process, this may have contributed to delays in payment processing.
  
  As an escrow service, we are committed to facilitating transactions in accordance with the terms agreed upon by both parties. However,it's essential to acknowledge that adherence to contractual obligations,including timely payments, is critical to the success of the transaction.
  
  Regarding access to the seller's email, we prioritize the security and privacy of all users on our platform. Unauthorized access to email accounts is a serious matter that requires our immediate attention. In your most recent response, you stated I request that these accusations be retracted from the record. (If possible, provide documentation to support this claim.)Please see the attached screenshots of an email you sent to us using the Sellers email address ******************.
  
  We'd like to inform you that $11,000 USD has already been refunded in connection with this transaction.
  
  Thank you for your understanding and cooperation.

  *********************
  Escrow.com Global Support Manager

  Customer response

  04/24/2024

   
  Complaint: 21528873
  
  I am rejecting this response because:

  Transfer Speed and Responsibility: The assertion regarding the Wise transfer duration is unfortunately not accurate in the context of this transaction. ****, akin to other wire transfer services, typically completes transactions within a few hours when sent during business hours. The funds intended for Escrow.com were dispatched well within an operational day, making their arrival at your recipient bank's end expected the same day. Therefore, the delay or rejection experienced is evidently an issue on Escrow.com's part, either due to internal policies or banking procedures, which was not communicated at any point until it caused this significant disruption.

  
  Unauthorized Access: The claim of unauthorized use of the Seller's email warrants a more thorough examination. It appears there's a fundamental misunderstanding or assumption made by your support staff regarding the permissions and agreements between the involved parties. It's crucial to distinguish between an unauthorized access claim and one that considers the nuanced reality of business and personal interactions, especially in transactions involving digital assets like domain names. I urge Escrow.com to reassess the basis on which this claim was made, as the evidence provided does not conclusively prove unauthorized use but rather indicates a lack of complete information on the permissions granted by the Seller to use that specific email address for transaction-related communications.

  
  Documentation and Proof: The documents attached, while intending to substantiate Escrow.com's position, unfortunately, do not address the core issue at hand the unjust rejection of a critical payment, nor do they disprove the authorization given for the email's use in this context. For a claim as serious as unauthorized email access, a deeper inquiry and more substantial proof are necessary to validate such a claim legally and ethically.

   

  Support manager should not make legal assumptions. This will be escalated to arbitration at minimum, as well as legal claims made to IC3 againsts the fraudulent action made by the seller, and the lack of seller enforcement.

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were in an inspection period for the purchase of a business through flippa.com, our money being held with escrow.com. During the inspection period we found multiple MIs-representations on the part of the seller, so we rejected the assets. The seller is now demanding $10,000 from us to agree to return our escrow money, despite the fact that we have a signed contract stating he must accept and allow escrow.com to return the money to us. This is clearly extortion. We have asked escrow.com to protect us from this, and cancel this transaction based on the fraud, per their website ******************* and have not received a response from them. We want this cancelled based on it being fraudulent and our money returned immediately.This link is the document with our proof:***********************************************************************************

  

  Business response

  03/20/2024

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

  Thank you for bringing your concerns to our attention. We have thoroughly examined the documentation you provided regarding the dispute.

  It is clear that there are conflicting statements between you and the seller. At present, the dispute is in the negotiation phase. Should an agreement not be reached within the next 14 days, arbitration will be necessary. You can find detailed information about the arbitration process on our website [***********************************************************************************************************].

  Please rest assured that Escrow.com takes these matters seriously. We are fully committed to following the resolution process as directed by the arbitrator, following a comprehensive review of all relevant details.

  The funds will remain in escrow until the arbitrator provides us with a resolution.

  We understand the urgency and frustration you may be experiencing, and we appreciate your patience and cooperation throughout this process.

  If you have any further questions or concerns, please do not hesitate to reach out to us.

  Thank you for your understanding and cooperation.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Escrow.com is a waste of time and money. Should be looked at for fraudulent purposes

  

  Business response

  03/06/2024

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

  The complaint you have submitted does not appear to have any details of the fraudulent activity you experienced on our platform. Could you please elaborate so that we may investigate and respond to this complaint accordingly?

  Kind regards,

  Escrow.com team

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Escrow.com has not paid out money well after they had promised they would. I followed their steps to make sure a transaction for a vehicle would be successful for myself and the buyer. They have specific steps that both and buyer and the seller must undertake. Myself and the buyer confirmed each prompt, that the vehicle had been delivered, that he accepted the vehicle, that the vehicle had been approved, that I should transfer the title, and then that he confirmed they should release the funds. After this process I received and email from escrow.com on Feb 6, 2024 stating it was successful they will disburse the funds. It was stated that this could take one business day.So far none of this has happened and the problems with them compound. The buyer has the vehicle and title in another state, and I still haven't been paid one month later. The first delay was that they said they needed additional verification from the buyer after the close of the sale, but couldn't tell me what exactly they needed. The buyer told me they wanted additional pictures of multiple IDs and pictures of him holding them. All this time on there website stating the transaction has been closed. Each day I call I'm given new excuses. My most recent is that they are trying to sending money via ACH when my account states Domestic Wire, my bank believes these are classic pyramid schemes tactics and that I should be begin working with the Attorney General in **********.I've been told: -I'll be called back, which never happens -They will follow up with email confirmation which does not happen -They can't send email, confirming our conversation or the next steps -They don't have the ability to transfer a call -You can't speak to a manager -You can't speak to there Payment or Verification team -There are no other external emails in the company -They will only use first names, you have no means to call a specific person -They will escalated the issue (over 12 times so far) but nothing happens

  

  Business response

  03/07/2024

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

  I hope this email finds you well. I wanted to address the concerns you raised in your recent complaint regarding the delay in the disbursement of funds for your vehicle transaction. Firstly, I want to extend my sincere apologies for any inconvenience or frustration this delay may have caused you.

  Upon reviewing the details of your transaction, it has come to light that additional verification steps were necessary, resulting in the unfortunate delay in the disbursement process. While I am unable to provide specific details due to privacy and security protocols, please rest assured that these measures are implemented to safeguard the safety and security of all parties involved.

  Regarding the confusion surrounding the disbursement method, I would like to inform you that your payment was disbursed multiple times, but unfortunately, it was returned to us by your bank. However, upon receiving the correct information from you, we promptly disbursed the funds again on March 4th. By now, you should have received the funds. If not, I kindly suggest verifying with your bank to ensure there are no issues on their end.

  Furthermore, I want to address your concerns about the lack of communication options and access to specific team members. While we always strive to offer comprehensive support to all our customers, I acknowledge that there may have been gaps in our communication channels. Please be assured that I will work closely with our team to rectify these issues promptly, ensuring you have the necessary support and information at your disposal.

  Your feedback is incredibly valuable to us, as it enables us to pinpoint areas for improvement and uphold the highest standards of service for all our customers. Please rest assured that we are fully committed to resolving this matter to your utmost satisfaction.

  If you have any further questions or concerns, please do not hesitate to reach out to me directly. I am here to assist you every step of the way.

  Thank you for your understanding and cooperation.
  
  *********************
  Escrow.com Global Support Manager
  

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We utilized Escrow.com to facilitate the sale of our Airstream trailer. Prior to meeting with the Buyer, we contacted both Escrow.com and Colorado ***. Colorado *** stated that the documents needed to complete the sale were a Bill of Sale (available on the *** website) and signing of the Title. We confirmed that neither document is required to be notarized to complete the sale in the *****************. We spoke with Escrow.com to ensure that everything was okay to complete the sale and provide the Buyer with the trailer. We were told that all documents needed to complete the transaction were received and that we were good to proceed. On Saturday, February 17, 2024, we drove to the agreed up on location in ***** **** to complete the sale. The Bill of Sale was signed by both parties along with the Title. Both us (Seller) and the Buyer completed their respective portions on Escrow.com. The status was then moved to Disbursement of Funds. With the transaction complete, the Buyer left with the trailer and the title that same evening. In the following days, we have been in contact with Escrow.com numerous times to understand why the funds had not yet been disbursed. We and the Buyer have both been requested multiple forms of identification along with additional supporting documentation which were promptly provided. Escrow.com is refusing to disburse the funds to our (Seller) account as they are now requiring a copy of the Notarized ******** Title. The Buyer has since registered the vehicle in their home state and and has surrendered the title with Idaho ***. We have been prompt with all documentation asked however at this point we are being continually told to produce a document that not only no longer exists and with no alternative means of resolving this being offered. Escrow.com is unreasonably delaying payment while the Buyer now has the asset. We demand this be resolved immediately and the funds disbursed as all forms and document requested have been provided.

  

  Business response

  02/25/2024

  Hello,

  There do not appear to be any customers in our system with the details provided in the complaint. Could you please double check the customer details? This includes customer name and email address. Please ensure these are the same details as used for your Escrow.com profile otherwise we will not be able to identify the Escrow.com transaction that is being referred to in this complaint.

  Kind regards,

  Escrow.com

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I logged the complaint originally on behalf of my husband who initiated the transaction and had an account with ********************. While we accept that this issue has since been resolved, Escrow.com's process is inefficient and non-transparent. This caused unnecessary delays with disbursing payment beyond how is advertised on their website. While we understand the need for the documents and verifications requested, there's room for Escrow.com to improve. A suggestion would be to ask for these documents and/or additional verifications earlier in the transaction or, make it clear that additional checks may occur after the buyer and seller have exchanged goods and marked the product as received/accepted. In the end we were able to work with Escrow.com with the transaction being completed, closed, and funds disbursed appropriately.  This issue can be resolved and their response is satisfactory.
  
  Sincerely,
  
  *************************

*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. ↩