Complaint Review: Escrow.com

This is pertaining a business transaction (Escrow #1189338) for a business purchase for the sum of $115,000.  Escrow.com received notice from the broker Flippa.com on cancellation of a failed deal on Oct 13th.  Prior to this, despite providing evidence showing the deal was cancelled by the broker and seller Escrow.com, they did not respond to repeated queries (live chat and voice) to cancel the transaction.  After it was finally cancelled on Oct 13th we were and unable to recover our funds as of Oct 26th despite repeated promises to do so.   The date has far exceeded what they promise in their terms of service.

Here's what we experienced in this nightmare scenario:

1.  Over 8 requests for documentation from their bank that funds were returned to us.  None of this was complied with and to this date we have not received anyting

2.  Over 10 customer support live chat discussions regarding the return of our funds, status and other 

3.  Over 5 live phone discussions requesting for either documentation, escalation or 

4.  Using our broker to reach out to their GM  Jackson Elsegood <jelsegood@escrow.com> on two separate occasions regarding cooperation and no reply was provided.  He offered through the broker (the broker forwarded us the email) to put us in contact with the bank through a communication to the broker but nothing was done at all after we contacted them directly.

Here's what they have done:

1.  Made empty promises to look into the matter and provide documentation on the return of funds.

2.  Directed me to the general Bank of America website general inquiry as a contact for their bank.  Basically trying to brush this off.

3.  Provided me with reference numbers that upon contacting to the Bank had no relevance whatsoever.  The bank informed 

I finally received 80% of my funds back on the 25th but 20% still remains unreturned.  They only returned part of my funds after I contacted the BBB, California Department of Business Oversight (http://www.dbo.ca.gov/), and my lawyer.  However my full funds are yet to be returned despite clear documentation showing the deal was cancelled which they acknowledged themselves.  They simply refuse to provide a reasonable level of customer support and comply with their TOS.

Below is a sample of a typical conversation I have with their customer support:

Here's a few reasons why you should STAY AWAY:

1.  Their customer support works from home and via a Voip phone and they have no clue who they are among staff.  If you ask for say "John" who I spoke to on one day, the next hour you may call back and they'll have no idea who that is.

2.  They simply don't respond to requests, their frontline CSR's don't have clout 

3.  They have received many complaints on public forums.  They simply don't obey their own TOS and operate as a rougue operation without compliance.

I welcome any questions you have on this company and will address them directly.  Their lack of proactive support to help their customers is distressing and I believe that everybody should be warned prior to engaging them.

----------------

Charlie: Hi!

Charlie: How may I help you?

→1189338, (omitted)

→I've been trying to recover my funds from you guys for a month now and I need this escalated

→I've been promised that somebody would get back to me etc. etc for over 2 weeks now but it's come to a point where it's no longer tolerable

Charlie: Kindly hold on while I check on this.

Charlie: May I have a few more minutes to look into this further?

→ok

Charlie: Thanks for the wait.

Charlie: When I pulled up your transaction, it is reflected that our upper management has been in close contact with your Broker in regard to this matter. Also, it is reflected that you also have been directly conversing with our upper management.

→nobody has replied at all so it's not a conversation

Charlie: You can contact them directly in regard to this matter.

→contact who exactly?

Charlie: If I may ask, have you replied to the email sent to you sent by our General Manager on the 19th and the 20th?

Charlie: Are you there?

→yes I have

→any no response was provided

→I've replied to every inquiry and he's done nothing to help, not even a courtesy reply

→ru there?

Charlie: Yes. I'm sorry for the wait.

Charlie: Is support@escrow.comcopied on the same email? If not, kindly forward them to support@escrow.com using your registered email address, referencing the Transaction ID so that I could look for them in our mailbox.

→I will do so now

Charlie: Thank you for that.

→I've just sent it

Charlie: Please give me a moment to check on this.

→The question is why your GM did not respond to my direct email after 2 days

Charlie: Please allow me some time to review the information.

→I think it has to be escalated beyond the GM as it's obvious from the emails that he's simply not responding.

Charlie: I'm sorry for the wait. I'm still currently reviewing this transaction.

Charlie: This is currently with our general manager. And I understand that you want this escalated. You can put that request with him directly via the email that you are currently corresponding with him on. All I can do is send a follow-up request to our general manager to respond to your email.

→Ok, as you have seen he simply has not responded or taken any action whatsoever, thanks anyway.

Charlie: I'm sorry that I couldn't do any more to move this forward.

→bye

Charlie: Goodbye.

Charlie: Have a good day.