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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/23/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello, I am a new customer trying to use ******************** mainly because they are heavily integrated with ebay.com.I have opened an account with escrow.com and was on the path of getting verified. I have uploaded all my documentations, and given I am a business account, it was a lot of documentation. Escrow.com disabled my account without any feedback or information. Any attempt to call customer service or reach someone by email has result in the same automated response. That they will not be able to service my business needs. I would like BBB to engage escrow.com and investigate their practices.Thank you ******
Business response
11/03/2021
November 2, 2021
************************************************* Rd
Jamaica, NY 11432
BBB Consumer Complaint #********
Dear ****************,
Thank you for alerting us to the problem you experienced at Escrow.com. We appreciate the opportunity for us to respond.
In your complaint to the BBB, you stated that Escrow.com disabled your account without any feedback or information. You also mentioned that any attempt to call customer service or reach someone by email has resulted in the same response that we are no longer able to service your business needs.
On your October 23 call with Support, we set your expectation that Internet Escrow Services, Inc. has made the commercial decision that we will no longer be able to provide you with our escrow services. We have taken this decision after careful consideration, and in accordance with the applicable terms and conditions, which are available online. This was also relayed to you via email on October 24, 2021.
As per Escrow Terms of Use, Termination of Services, Escrow.com may suspend or terminate your use of the Services at any time, without notice for any reason, in Escrow.com's sole discretion. Except as warranted by risk to the security, privacy or integrity of the Services, Escrow.com will attempt to provide you with prior notice of the suspension or termination of the Services by sending you an e-mail, but Escrow.com is not obligated to do so.
We hope that you can appreciate that we are unable to provide any further information about our commercial imperatives. That being said, we are unable to ***** your request to provide additional information regarding your account closure.
For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
Sincerely,
*****************************
Global Team Manager - Escrow Customer SupportCustomer response
11/04/2021
Complaint: 16055388
I am rejecting this response because:What type of a reputable business rejects a customer without any reason? What was the wrongdoing here?
Sincerely,
*************************Business response
11/07/2021
November 7, 2021
************************************************* Rd
Jamaica, NY 11432
BBB Consumer Complaint #********
Dear ****************,
Thank you for your recent communication. Escrow.com appreciates the opportunity to provide more information in response to BBB complaint #********
As noted in our previous correspondence, Internet Escrow Services, Inc. has made the commercial decision that we will no longer be able to provide you with our escrow services. We have taken this decision after careful consideration, and in accordance with the applicable terms and conditions, which are available online.
As per Escrow Terms of Use, Termination of Services, Escrow.com may suspend or terminate your use of the Services at any time, without notice for any reason, in Escrow.com's sole discretion. Except as warranted by risk to the security, privacy or integrity of the Services, Escrow.com will attempt to provide you with prior notice of the suspension or termination of the Services by sending you an e-mail, but Escrow.com is not obligated to do so.
You have been notified about our commercial imperatives several times and we regret to inform you that we are unable to respond to your request for specific details regarding your account closure as we consider the matter closed. Escrow.com has complied with regulatory requirements and has acted in accordance with its published contractual obligations to its Users.
https://www.escrow.com/escrow-101/terms-of-use
For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.
Sincerely,
*****************************
Global Team Manager - Escrow Customer SupportCustomer response
11/08/2021
Complaint: 16055388
I am rejecting this response because: the issue is not fixed. I am running a legitimate business and escrow.com has not allowed me to participate on their platform.
Sincerely,
*************************Initial Complaint
08/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Started a transaction for $19k with Escrow.com on 8/4.Wired money and money received on 8/5.Seller backed out of sale on 8/6, transaction canceled.Escrow.com informed me it would take **** days to refund my money via wire.On 8/20 I reached out to check on status (14 days later). Escrow.com replied that they would need more information (which had already been provided).4 days later (18 days since cancel) I checked in again. Escrow.com replied they were working on the issue but informed me someone should have reached out to gather more info after cancel-- they did not.2 days later (20 days since cancel) Escrow.com informs me they have "completed" my refund but it will take **** more days for money to hit.Escrow.com refused a refund of their $200 service charge in this case, despite no transaction and a delay that they acknowledged was their fault. Absolutely unacceptable service.Business response
09/05/2021
September 5, 2021
**********************************
*****************************************************
BBB Consumer Complaint #********
#********-2369845 2019 Tesla 3
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 for your fees on transaction #********-2369845 2019 Tesla 3.
Our investigation shows that the transaction was cancelled on August 6, 2021. We require you to update your payment information in order for us to process the refund. However, this was missed and you were only advised on August 20, 2021. The refund request was successfully processed on August 24, 2021.After reviewing the transaction in detail, we have made the commercial decision to refund your escrow fees and Title Collection fees in the interests of providing accommodation for customer experience. At the time of writing, Escrow.com has refunded the full amount to you.
With the confirmation that the transaction was already cancelled and the transaction fees refunded, 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,
*****************************
Global Escrow Customer Support ManagerInitial Complaint
08/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My experience with escrow.com is they advertised on **** as a third-party that handles the transaction of money related to the sale of an item on **** they give very little information on **** about their process and fees, their process is unclear and involves hidden fees for both the buyer and the seller the problem I have with escrow.com is they delay in payment from the buyer to the seller as long as they can in order to generate interest on the transaction in my mind this should be illegal, my transaction has taken over two weeks, I have yet to get the money transferred into my account they have done very little to contact the buyer and the seller in order to make the process streamlined and efficient I have had to contact their customer every day with the service agents having little to no authority to make any type of changes or give correct information on transactions of funds escrow.com is a business model based on lies and taking advantage customers and set a situation.Business response
09/01/2021
September 1, 2021
***********************
********************** 1
********, ** 80504
BBB Consumer Complaint #********
#********-2376327 Rat rod, hot rod, custom, shop truck, unique, patina, 4x4, ********************
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 payment for your transaction #********-2376327 Rat rod, hot rod, custom, shop truck, unique, patina, 4x4, ******************** to be released ASAP.
Our investigation shows that your Buyer submitted their payment via ACH direct debit. Note that we will need the funds to settle in our bank account first and have the Buyer confirm payment sent via ACH before we are able to approve the payment. We received the funds on August 16, 2021 and we have tried contacting your Buyer on five (5) separate occasions, both via email and phone calls but to no avail. The funds were approved on August 20, 2021 when the Buyer finally contacted our Support team.
The merchandise was shipped on August 23, 2021 which your Buyer confirmed receipt and acceptance the same day. The transaction was marked completed on August 24, 2021. Typically, funds are disbursed the same or next business day following the completion of the transaction. We also set your expectations correctly regarding this when you called our Support phone line on August 24, 2021.With the confirmation that the transaction was successfully completed and funds were already received by you, 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,
*****************************
Global Team Manager - Escrow Customer Support
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Get a QuoteCustomer Complaints Summary
45 total complaints in the last 3 years.
16 complaints closed in the last 12 months.