ComplaintsforEscrow.com

Escrow Services

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Initial Complaint
02/21/2024
Complaint Type:
Product Issues
Status:
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.
Seller initiated transaction on Dec 28,2023 for purchase of website. Jan 2 buyer(me) agrees on terms. Jan 10 I wire money to escrow for website purchase. Payment arrives and awaiting processing. After multiple times contacting escrow to find out what taking so long each time was a different story/excuse so I canceled transaction on Feb 4 2024. So, now till today Feb 21 I'm waiting on my money that's being held up for what but get different reasons every time. Today it was because issue with buy what issue I canceled now pay me my money!! Looks like I'll be filing a class action lawsuit for holding up my money, false claims, mental stress, money lost from company I should have owned for two months loss and I can go on and on. Stay away from this company!
Business response
02/25/2024
Dear ***************************,
We apologize for the inconvenience and frustration you have experienced with the delay in processing your refund. We understand your concerns and would like to provide clarification regarding the situation.
While we cannot disclose specific details due to privacy reasons, we want to assure you that there were extenuating circumstances related to the seller's case that needed resolution before processing your refund. However, please be assured that we have processed your refund request as of February 22 2024 and you should receive the funds within normal banking time-frames.
We sincerely apologize for any inconvenience or stress this delay has caused you. Your satisfaction is important to us, and we are committed to resolving this matter promptly.
If you have any further questions or concerns, please do not hesitate to contact us directly. Thank you for your patience and understanding.

*********************
Escrow.com Global Support Manager
Initial Complaint
12/13/2023
Complaint Type:
Order Issues
Status:
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.
I sold my IPV4 addresses. For this transaction, the buyer and I have selected escrow.com in order to protect one another.The buyer has deposited funds in escrow.com, and I have transferred the IPV4 addresses to the buyer. After receiving the IPV4 addresses, the buyer contacted escrow.com and requested that they release the funds to me. October 26, 2023, was the date the buyer confirmed with escrow.Since October 27, 2023, escrow.com has failed to transfer my funds to me and has not even provided me with a proper response. I am emailing them over and over, but they are simply ignoring me.
Business response
12/17/2023
Dear *************************,
I hope this message finds you well. Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you may have experienced in the handling of your recent transaction through escrow.com.
Upon thorough investigation into your case, we would like to clarify the situation and provide you with the most up-to-date information on the matter.
It has come to our attention that the delay in transferring the funds to you was due to unforeseen challenges beyond our immediate control. The payment process encountered complications at the correspondent bank level, compounded by international sanctions affecting the transaction. Our team has diligently pursued resolution avenues and has provided the following documentation to support the progress made:
Wire Traces: We have submitted detailed wire traces to track the payment through the banking system.
MT199s: Multiple MT199 messages have been generated and shared to facilitate communication between banks and ensure the smooth flow of the transaction.
Follow-ups with Customer Representatives: Our representatives have been actively engaged in communication with you, providing updates on the situation and offering support throughout the resolution process.
We understand the urgency of your situation and empathize with any frustration this delay may have caused. To expedite the resolution process, we have directly reached out to CITI bank, the correspondent bank involved in the transaction. CITI bank is actively escalating the issue within their sphere of influence. However, please be aware that the complexity of international transactions and existing sanctions may limit the speed at which the issue can be resolved.
We sincerely appreciate your patience and cooperation as we work diligently to bring this matter to a swift and satisfactory conclusion. We are committed to keeping you informed of any developments and will continue to make every effort to resolve the issue promptly.
Thank you for your understanding and cooperation.

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

Customer response
12/18/2023

Complaint: 21000599

I am rejecting this response because: If you misplaced the money or gave it to the bank, who is not giving it back to you or sending it to me, then that is your problem, not mine. I want my money back, along with compensation for the inconvenience, mental anguish, and losses I suffered as a result of your late payment. You have a history of paying late; you have done so for each transaction. The last time, you withheld the money for a month, but this time, I will not abandon you. I want to be paid for all of this.

Sincerely,

*************************
Initial Complaint
10/31/2023
Complaint Type:
Product Issues
Status:
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.
On October 12,2023 escrow took ******* out of our checking account for payment. We won an auction on **** for a car. **** suggest using escrow.com for everyones safety. Didnt work out so we canceled the sale on October 18. Have called them numerous times and done everything that they have asked trying to get the money back. Nothing has helped and cant get the money back. Should not have to pay any of the fees and want the whole amount back that they took plus interest because of the lack of being able to get any of the money back and the amount of time that it is taking to get this resolved. I feel they are dragging their feet and purposely holding onto other peoples money and drawing interest off of it. This business needs shut down!
Business response
11/08/2023
Dear Mr ************* appreciate your patience and understanding regarding the recent refund request that you initiated with Escrow.com. We understand the importance of your concerns and would like to provide you with a comprehensive explanation of the process and the timeline of your refund.
On October 18, 2023, you requested a refund, which we promptly acknowledged and escalated to our payments team for processing. However, the resolution of your refund case took longer than expected, and we sincerely apologize for any inconvenience this may have caused.
The specific circumstances of your refund request necessitated a thorough verification process. The payment method used for your transaction was ACH, which involves the transfer of funds directly from your bank account to the recipient's account. In this case, we needed to verify the originating bank account details and ensure that the funds came from the rightful owner, as there was a discrepancy with the bank account information.
This verification process is an essential security measure to protect both our customers and the integrity of our platform. It involves multiple steps to confirm the legitimacy of the transaction. Additionally, due to the initial discrepancy, we were required to implement a second level of security checks, which extended the processing time.
We want to reassure you that we take security and the protection of our customers' funds very seriously. Once the necessary verifications were completed, we were able to process your refund on October 31, 2023. Your bank received the refund on the same day, and the funds were returned to your account.
We sincerely apologize for any inconvenience or frustration you experienced during this process. We appreciate your patience and understanding as we worked to ensure the security of your funds. Please be assured that our aim is always to provide a secure and reliable service to our customers.
If you have any further questions or concerns, please do not hesitate to contact our customer support team.
Sincerely,

*********************
Escrow.com Support Manager
Initial Complaint
09/22/2023
Complaint Type:
Delivery Issues
Status:
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.
I sold a collectors watch on **** (Item ************) for $15,500 on July 20th, 2023. **** requires payment through Escrow.com. Buyer pays Escrow.com on July 26th. The item was sent to the authenticator who authenticated it and then sent it to the buyer (delivered August 2). Although an authenticated watch, buyer opens a return request as they claim to a loose s**** and a surface scratch. However, buyer does not return the item in the required time and **** closes the return case on August 29th. They inform Escrow.com to release payment to me. Despite numerous calls and emails to Escrow.com, they have not released payment. Since early September, they have have promised numerous times that they would make payment within a couple of business day...but still haven't? As of September 22nd, Escrow.com are still showing "Inspection" as the status.
Business response
10/12/2023
Dear **********************,
We hope this message finds you well. We understand the frustration and inconvenience you've experienced due to the delay in processing the payment for your recent transaction involving the watch on ***** which was facilitated through Escrow.com. We sincerely apologize for any inconvenience this delay may have caused.
We want to provide you with an update on the status of your transaction. The reason for the delay was related to our need to confirm the buyer's acceptance of the merchandise, which is a crucial step in our process. This confirmation was necessary to ensure that both parties were in agreement regarding the transaction.
We are pleased to inform you that the issue has been resolved, and we have successfully confirmed the buyer's acceptance of the merchandise. As a result, we have released the payment to you as of October 2, 2023.
Please allow a reasonable amount of time for the funds to appear in your account, as the processing times may vary depending on your financial institution. If you encounter any issues or have further questions, please do not hesitate to reach out to our customer support team.
Once again, we apologize for any inconvenience you may have experienced during this process. We appreciate your patience and understanding as we worked to resolve the matter. If you have any additional concerns or require further assistance, please feel free to contact us, and we will be more than happy to assist you.
Please dont hesitate to contact us if you have any further questions.
Sincerely,
*******************************
Head of Global Support and Operations
************************************
Initial Complaint
09/06/2023
Complaint Type:
Product Issues
Status:
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.
I purchased a business via flippa.com and was scammed I have solid proof this is 100% scam And escrow will not refund me my money I will not pay fees for a scammer and all this trouble I demand a full refund now Look at this site sales are fake, ********************************************************************************** I have returned the domain and dont want this scam If a website refund now
Business response
09/20/2023
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 a refund along with the cancelation of the transaction #********-1323055 Flippa.com sale for Automated Gardening Store

My investigation shows that the transaction was initiated on August 13,2023. After all parties accepted the transaction, we received the payment from you on August 14, 2023. On the same day the seller selected the transfer type of the domain to push. Until August 31, 2023, we did not receive any communication from Flippa that the domain had been transferred. Since then we have had no communication from the seller.
Based on the communications with you, we understand that you have not received the entire Flippa store and therefore you would like a refund. Based on Flippas instructions, we have started a 7 day inspection period and if the seller does not respond, we will cancel the transaction and issue a refund to you.
With this communication, we confirm that this case is still pending to close. 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
08/07/2023
Complaint Type:
Product Issues
Status:
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.
They received the $8170 I sent them to complete a auto purchase transaction. They have not sent the money to the seller. Repeated attempts to contact them have failed. They have my money and are now ghosting me.
Business response
08/16/2023
August 16, 2023

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

BBB Consumer Complaint #********
#********-2711621 Sale of **** Mercury Cougar

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 a refund along with the completion of the transaction #********-2711621 Sale of **** Mercury Cougar

My investigation shows that the transaction was initiated on July 28,2023. After both parties accepted the transaction, we received the payment from you on July 31, 2023. As the funds came via an ACH payment, we require additional verification from the user to avoid payment returns. As this requirement was notified to you, there have been several communications between you and our support team in trying to assist you with this additional verification requirement.
On August 08, 2023 a call note was left on the account that you are not willing to go through additional verification required by Escrow.com in order for us to approve the payment received. After notifying you that unless this step is fulfilled the transaction will not proceed, the transaction was cancelled on August 10, 2023. We also continued to notify the seller of the status of the transaction but got no response.After several attempts to contact the seller to notify that the transaction has cancelled, a full refund was issued to you on August 16, 2023
With the confirmation that a refund was issued on August 16, 2023, we confirm that this case is closed. For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.

Sincerely,

Charani Kodikara
Head of Global Support and Operations
Customer response
08/17/2023

Complaint: 20433938

I am rejecting this response because:
They said I did not comply with "additional" verification. To be clear I did respond to all their requests but they stalled and repeatedly became increasingly absurd in their requests. The seller of the car in question can confirm this becouse he tried from his end to find out what it was they wanted and the seller came to the same independent conclusion that their requests were absurd and incoherant.
The end of this story for me was I asked my bank to get involved and the recalled the bank wire so my money is back in my account. I have long since paid the seller from my account previously since escrow.com "stole" my money for a while. What escrow.com was a soft scam. Since they eventually returned the money I have no legal recourse but they did sit on my money and make interest on it and cost me plenty of bank wire fees.

Sincerely,

***********************
Initial Complaint
07/18/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is a very simple and basic transfer of funds for a domain name, the first of two transactions I planned to make with the seller via Escrow.com.There has been back and forth for 8 days, every request responded to and proof submitted by me, but Escrow constantly request additional documentation and disqualify my evidence. We have landed in a situation where I've been accused by Escrow of attempted to defraud them, this was the last correspondence:"The team has advised me that you have applied a filter on the wise statement as the only payments shown are the funds that you have sent and they want a more detailed statement of account to see the origin of the funds."This is completely and utterly false, I don't think Escrow fully understands or is unwilling to educate themselves on the methods I took to send funds through Wise.com. They're under the assumption that it's being used like a bank account, where I deposit funds into it, then send them onward. I understand their ask is for evidence that I deposited the 20k into my Wise account. This transaction DOESN'T EXIST! I don't deposit funds into it, I use ACH in the Wise website and they send the funds directly on to Escrow.There is no record of a transaction of my payment into Wise.com, other than the screenshot I sent of my internet bank which shows the deposit "ec3.jpg" which they wont accept.At this point I've been called a liar or a fraudster, these guys are sitting on my money and holding up my business arrangement. I expect a full refund with 0 fee's or for them to mark the payment as completed so the seller and me can conduct our business.
Business response
07/28/2023
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 a refund along with the completion of the transaction #********-541246 Sale of SextingFinder.com Domains

My investigation shows that the transaction was initiated on July 10, 2023. After both parties accepted the transaction, we received the payment from you on the same day. As the funds came from Wise.com which we consider as a third party funder, our protocol is to ensure the validity of the source of funds are verified before we accept the payment. As an online money transmitter holding escrow license, we are required to verify the incoming funds before approving them.
I do understand that you were asked for several documents through the course of the process from July 10th, 2023 through July 18th, 2023. Once we were able to fulfill all the requirements, the funds were approved on 18th and the domain was transferred as well as accepted by you. The seller was also paid out on the transaction on the same day as well.
With the confirmation that the transaction is completed on July 18th, 2023, we confirm that this case is closed. For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
Customer response
07/28/2023
Better Business Bureau:

I didn't read the response, but they approved transaction shortly after the case was opened.

Sincerely,

***********************
Initial Complaint
06/21/2023
Complaint Type:
Customer Service Issues
Status:
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.
May 12, 2023 the transaction has been agreed by both parties: Your transaction ******** May 19. 2023 payment secured by escrow.com: Funds have been secured for your transaction May 21, 2023 domains are transferred: Seller selected transfer type - Authorization Code May 30, 2023 first escalation: We'll first reach out to the buyer for them to update the transaction on their end. May 31, 2023 escrow.com confirmed they received all confirmations: This is in line with your morethan 10 created tickets. June 5, 2023 second escalation: Please note that we have not stopped reaching out with the Buyer in order to remind them to update the transaction. The last time we reached out was dated, 2023-06-02 14:36:00.June 7, 2023 third escalation: Please note that we are sill trying to contact the Buyer. On the other-hand, once the Buyer remains unresponsive after several attempts, you may provide a proof of transferred and this will be forwarded for review to check if we can update the transaction on behalf of the Buyer. June 9, 2023 fourth escalation: Escrow.com reserves the right to provide the Buyer a written 48-hour notice if an Inspection Period has ended without the Buyer's involvement.June 13, 2023 escrow acknowledges the buyer has received the domains (May 21 were already transferred!): The buyer has received the merchandise.- The buyer will examine and either accept or reject the merchandise.- If the buyer accepts, we will release the buyer's payment to you.- If the buyer rejects, the buyer will have to return the merchandise to you.June 16. 2023 escrow said they will release money: The Buyer agreed upon inspection period has expired. The merchandise has been marked as accepted.The inspection period has expired due to inactivity. As stated in the escrow instructions, you automatically accept the merchandise when the inspection period expires.- Escrow.com will release funds.- This transaction is officially completed.June 19, 2023...
Business response
06/29/2023
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 a refund along with the completion of the transaction
#********-1615424 Sale of GymBeam Domains
My investigation shows that the transaction was initiated on May 10, 2023. After both parties accepted the transaction
on May 12, 2023, we received the payment from the buyer on May 18, 2023. The domains were transferred on May
21, 2023, and since then it took the buyer 25 days to confirm that they received the domains. During this time frame,
Escrow.com made several attempts to contact the buyer to confirm the receival of the domains. On May 15, 2023, the
Buyer finally contacted Escrow.com to let us know that they do not have full access to all the domains. Buyers
inspection period ended on May 16, 2023, and a 24-hour notice period was sent to the buyer as the buyer did not
acknowledge the ending of their inspection period. The last communication from the Buyer on May 21, 2023, that
they are working with the seller to ensure 4 out of the 14 domains are completely transferred before the funds are
released. We have made several attempts since then to contact the buyer to confirm the acceptance of the domains
before the transaction can be completed.
At this point, we are still waiting for the buyer to confirm that all the domains are transferred before the transaction
can be closed. Without the confirmation, we are not able to close the transaction. While we have no intention of
holding this transaction longer than it already has, it is our best interest to ensure that all assets of the transaction are
fully handed over to the Buyer before we can proceed to pay to the seller.
With the confirmation that the transaction is still pending to be closed, we confirm that this case is not yet closed. For
any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
Sincerely,
Charani Kodikara
Head of Global Support and Operations
Customer response
06/29/2023

Complaint: 20216014

I am rejecting this response because:
On May 12 all sides agreed to the contract (including escrow.com) which stipulates the inspection period to be 3 days
May 19, escrow.com notified us the money from buyer was received
May 21 we transferred the domains over to the buyer and notified escrow of the transfer AND the beginning of the inspection period !!!
May 24 the inspection period expired !!!
Payment should have been released immediately after May 24, as agreed in the contract.
between May 24 and June 16 we have escalated the case several times by email and phone

escrow.com has confirmed the completion of the transaction as well as payout on June 16

today June 29 we have not received the money, and no official update on the transaction since June 16 (transaction completed)

we demand immediate payout, plus interest rate since May 24 until full payout received
otherwise we demand the cancellation of the transaction, return of all domains to us, funds to buyer and 5000$ in damages and lost profit from escrow.com

Sincerely,

*************************
Initial Complaint
05/05/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Tried to use this service as a safe way to process a transaction both buyer and seller agreed to terms multiple times yet they continue to deny the transaction. Now we both have chosen to cancel the transaction and they are putting further barriers to accessing my funds. Avoid doing business with this company at all costs I may have to reverse the charges to resolve this matter.
Business response
05/10/2023
Dear *********************,
Thank you for reaching out to us and sharing your concerns with Escrow.com. We understand that you've experienced difficulties with our service, and we apologize for any inconvenience this may have caused and appreciate the opportunity to respond.
First and foremost, we would like to assure you that we take all complaints seriously and strive to provide the highest level of customer satisfaction.
Upon reviewing your complaint, we understand that you made two payments for this transaction. We have investigated the matter and can confirm that both payments have been refunded in full to your PayPal account as the transaction has been cancelled.
We recommend checking your PayPal account and getting in touch with them if you have any questions regarding the processing time if the funds have not yet been returned to your account although normally this is instant.
At Escrow.com, we continuously strive to improve our services, and your feedback is valuable in helping us identify areas where we can do better. We apologize for any inconvenience you may have experienced and appreciate your understanding in this matter.
If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you and ensure a seamless experience.
Sincerely,

*******************************
Head of Global Support and Operations
************************************

Customer response
05/10/2023
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. Im not sure if the refund was processed because I filed the complaint or was just a 2 week process normally. But my business with escrow.com is now complete and thankfully so.

Sincerely,

*********************************
Initial Complaint
04/26/2023
Complaint Type:
Product Issues
Status:
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.
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
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 response
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
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 response
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,

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

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