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:04/20/2023

  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
  
  

• 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,
  
  *********************