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:07/12/2023

  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.

   
  Complaint: 20311134
  
  I am rejecting this response because: Foxit provided the eSign feature as an free update for customers that have purchased Editor Pro.  Foxit still trying to defer their responsibility to customers who purchased one time software for stated amount, prior to subscription.  
  
  Sincerely,
  
  *********************************ign, ability to attach to email with signature, and other features prior to company changing to Pro + license. Now the ********************** won't give me the same features that was purchased, and supported before with my other desktop. This is impacting my workload and ability to estimate for my company, Foxit program is used frequently. I can't sign bid, send to my customers, and customer service continue to tell me I must purchase the subscription now to get those features. The website contains all the archives of adding the features that I am missing and needing. Purchase price for software in 2021 was $213.42. July of 2021 they released signature, October 5, 2021 releases *********** to software update, Aug 16, 2021 released Redaction and more. I have tried to resolve this with all the same information provided with their own website archives showing the features and releases, It's impacting my business and ability to complete bids for customers. **************** level 2 *******************, refuses services.

  Business Response

  Date: 07/13/2023

  *************************: I spoke with customer today and identified what product was purchased.  The functionality he has used and identified as an issue is still available but has been relocated.  Provided version that is complaint and will verify the customer is now capable of how and what was done previously.

  Once again this issue seems to be a misunderstanding on both parties part as to how and what was in use.

   

  This issue should be resolved to the customers satisfaction.

  Business Response

  Date: 07/20/2023

  Foxit has attempted to remedy (and will continue to do so) the customers situation. I have personally verified what was purchased and attempted to have the exact version purchased. The Esign functionality the customer is referring to is through an acquisition of *********** this did not occur until October 2021 (********************************************************************************************). 
  

  This functionality was not present in the product/version purchased (7/26/2021). 
  

  I am disappointed the customer is not satisfied as we have attempted to provide the functionality as desired. 

  Business Response

  Date: 07/17/2023

  To Whom it may concern;

   

  This customer was contacted directly by ************************* and *******************.  Foxit confirmed what the customer has purchased and explained the same functionality he indicated was no longer present was still available and demonstrated how to access it, in addition an email was sent on 7/13/2023 with a link for a build that had the feature as previously used.  Along with this it was confirmed the customer had never purchased the ESign functionality (but had trialed it and used 2 of 5 documents in May 2023),

   

  Once again it was demonstrated how to use the feature as desired.  The email with the download link was sent on 7/13/2023 with a followup email the following day to confirm receipt.

  Please see the following:

   

  From: ************************* <************************************************************>
  Sent: Monday, July 17, 2023 7:13:53 PM
  To: *************************************************************;<***********************************************************;
  Cc: ******************* <*********************************************************>
  Subject: Re: Foxit PDF Editor V11 Fill & Sign Testing
  
  ***********;
  
  The following Email was sent on Thursday 7/13. 
  
  Your response to BBB seems to be inaccurate and Foxit has attempted to rectify the situation to provide the exact functionality you have purchased. 
  
  I am happy to discuss further but believe Foxit has and will continue to act in an honorable fashion for all our customers. 
  
  
  
  I am rejecting this response because the facts are incorrect:  The company is diverting the functionality to another function the system has, not eSign has indicated and requested.  Tech support was supposed to send me a download to another version, that was they "think" will bring back the functionality that is missing.  No email was received by tech support. We are still sitting with the same problem addressed originally, with no resolution.  They are more concerned about closing out this report, than actually helping the resolve the customer's needs.  The function showed by technical support is NOT from eSign tab as it previously has worked for the previous 2 years without issues. The only change has been I lost my original software download on the other desktop that was lost during ransomware attack.  The purchased license from July of 2021, was reassigned to new download software that it's not compatible with and functions don't work the same as the purchased agreement and contract.  Honor your contract and legal liabilities to provide the same system functionality, otherwise refund my money and I'll gladly switch to a different PDF provider.  This customer service is terrible, and have to file BBB complaints for any action to take place. 
  
  
  *************************
  SVP ********
  Foxit Software Inc
  
  (Sent from my Mobile Device)
  
  Tel: 1 ************
  ************************************************************ | www.foxitsoftware.com
  
  (Sent from my mobile device)
  
  From: ************************* <************************************************************>
  Sent: Saturday, July 15, 2023 9:24 AM
  To: ******************* <*********************************************************>; ***********************************************************;***********************************************************;
  Subject: Re: Foxit PDF Editor V11 Fill & Sign Testing 
  
  ******,
  
  Hope this note finds you well, I wanted to confirm you were able to validate v11 and the functionality you previously utilized.
  
  Thank you and Foxit appreciates your trust and patience as we address your concerns.
  
  ******
  
  ******
  
  MAXIMIZE SAVINGS, MINIMIZE SACRIFICE!
  
  
  ***************************
  SVP ********
  
  ***********************************************************************************
  Tel: ************ Cell: ************
  ************************************************************ | www.foxit.com
  
  
  
  This email may contain information which is privileged, confidential, legally privileged, and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. It is also the sole responsibility of the recipient to ensure that the email is virus free and no responsibility is accepted by Foxit Corporation, as applicable, for any loss or damage arising in any way from using this email. If you received this email in error, please immediately contact the sender and destroy the material in its entirety.
  
  
  From: ******************* <*********************************************************>
  Sent: Thursday, July 13, 2023 1:58:29 PM
  To: *************************************************************;<***********************************************************;
  Cc: ************************* <************************************************************>
  Subject: Foxit PDF Editor V11 Fill & Sign Testing
  
  Hey again ******,
  
  Thank you again for your time today! I have the Foxit PDF Editor V11 installer for you below:
  ************************************************************************************************************************************************
  
  Please uninstall your current Foxit PDF Editor and install **** so you can test using the version you previously purchased. You can then sign a PDF using the Fill & Sign tool while also being able to edit it afterwards.
  
  Sorry again for the confusion with eSign and hope to talk soon!
  Best,
  *******************
  NA Presales Manager
  
  ***********************************************************************************
  ********************************************************* | www.foxit.com
  
  
  
  This email may contain information which is privileged, confidential, legally privileged, and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. It is also the sole responsibility of the recipient to ensure that the email is virus free and no responsibility is accepted by Foxit Corporation, as applicable, for any loss or damage arising in any way from using this email. If you received this email in error, please immediately contact the sender and destroy the material in its entirety.
  
  

  ******

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20311134
  
  I am rejecting this response because the facts are incorrect:  The company is diverting the functionality to another function the system has, not eSign has indicated and requested.  Tech support was supposed to send me a download to another version, that was they "think" will bring back the functionality that is missing.  No email was received by tech support. We are still sitting with the same problem addressed originally, with no resolution.  They are more concerned about closing out this report, than actually helping the resolve the customer's needs.  The function showed by technical support is NOT from eSign tab as it previously has worked for the previous 2 years without issues. The only change has been I lost my original software download on the other desktop that was lost during ransomware attack.  The purchased license from July of 2021, was reassigned to new download software that it's not compatible with and functions don't work the same as the purchased agreement and contract.  Honor your contract and legal liabilities to provide the same system functionality, otherwise refund my money and I'll gladly switch to a different PDF provider.  This customer service is terrible, and have to file BBB complaints for any action to take place. 

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

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20311134
  
  ************************* is attempting to confuse BBB with two separate licenses, that he is trying to claim to be one single he is trying to resolve.  May of 2023, I was using a trial license due to my desktop being damaged and in the shop for repairs.  When my new desktop was finished being built i requested Foxit to remove my purchased Pro license my old desktop and re-instate that same license from July of 2021 where all the features were present and functioning until March of 2023 when the computer issues started.  Again the comments from Foxit are very misleading and misrepresented.  "Along with this it was confirmed the customer had never purchased the Esign functionality (but trialed it and used 2 of 5 documents in May 2023".  This statement completely ignores the facts that I have had a prior license with all the ESign features purchased in July of 2021.  This statement alone shows how unethical business practices are being used at Foxit headquarters. In attempts to mislead companies like the BBB, and consumers that they have prior contracts that must be honored, prior to any of their new subscription features. 

  ****** had the technician ******************* call me on 7/13/2023.  *** only walked through OTHER options to sign the document, BUT not ESign feature that was working each day since August 2021 to March of 2023 without a problem.  The facts are that eSign feature was given to their customers free of charge, who had purchased licenses with them that did not require a subscription. This is factual evidence located on Foxit website, within archives releases, as I have shared multiple screenshots of their website within multiple attachments on this case.  *** failed to demonstrate my ability to use eSign signature, without errors of saving the document or sending the signed document within Outlook.  Foxit wants to mislead BBB with their alternative ways, and not address the reason for the complaint is eSign feature not working.  *** failed to complete the request, which is why *** told me he would send me an email with another version of Foxit.  If the feature was successfully demonstrated as Foxit is claiming within their last email, there would have been no reason for *** to attempt to resolve the issues by sending me another version. These details should speak volumes to what type of leadership Foxit is demonstrating to the BBB.  The leadership is stating to BBB everything was fine and successfully demonstrated. Foxit is showing a pattern of legitimate misleading lies, and there was no email received from Foxit on 7/13/23.  The only email received was from BBB for an update, claiming everything was completed. 

  So if there is no email received by Foxit on 7/13/23, that also means the statement claiming "it was confirmed to the customer" is also misleading to the ********************.  Attached are my emails from Foxit through outlook.  There was no email received with link on this day, therefore factually there would be no possible way that I was able to confirm anything to Foxit, therefore this statement is falsified. I am providing factual evidence to support my claim, Foxit continues to mislead the evidence by claiming my trial version is the only one they are going to acknowledge.  But that's not the one in question, I'm fully aware the trial version takes a subscription upgrade.  I didn't buy it, because I had a prior contract and software outright purchased without this requirement.   

  ************************* was not present during the remote session with *******************. If ****** was present, he would have known firsthand that we did not resolve the issues, therefore it required another attempt to try to send different software in an email that was never received. If resolution was completed as ****** is stating to BBB, there would have been no reason for a follow-up email at all by Foxit.  This follow-up email that is missing is evidence that there is still open issues between Foxit and that this BBB complaint is still open and valid.  One of us is providing evidence to support their verbiage, the other is displaying unethical claims to mislead BBB investigation team. 

  BBB needs to make a ruling on this, it's a waste of my time to continue to prove with evidence where Foxit is under contract to provide the same services that were purchased under invoice # IN21072614149 on 7/26/2021, order number OL21072616096 for $213.42 - Foxit Editor Pro Windows 11.  The evidence of the e-Sign features are located in the archive directory located on Foxit website.  I can provide hundreds more bid documents between August 2021 to March of 2023 that are bids I used my signature and was able to send with Outlook and also save the *** with signature present.  Both of these functions do not work with the current software. 

  *************** is another 2nd level online support that has been trying to resolve this issue since it started.  Again they are still ignoring the original license purchased, and continue to discuss the May 2023 trial version downloaded temporarily to my laptop, while my desktop was being re-built. Two separate licenses and not what this claim is currently regarding.  See attached, ************************* acknowledges eSign is different than other signature items of Foxit.  ************************* was not present during the remote session with *******************. If ****** was present, he would have known firsthand that we did not resolve the issues, therefore it required another attempt to try to send different software in an email that was never received. If resolution was completed as ****** is stating to BBB, there would have been no reason for a follow-up email at all by Foxit.  This follow-up email that is missing is evidence that there is still open issues between Foxit and that this BBB complaint is still open and valid.  One of us is providing evidence to support their verbiage, the other is displaying unethical claims to mislead BBB investigation team.  
  

  Consumer review websites will be notified of Foxit's unethical behaviors, and how management will mislead BBB complaints with frivolous lies and falsified statements.  That should work well for their reputation, glad to see true motives and intentions of big business. 

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

  Business Response

  Date: 07/25/2023

  I have spoken to ****** (7/24/2023) and explained Foxit Esign (Digital Signature vs Electronic Signature) and what was/is provided with the version of Foxit Editor he purchased.  ******* was going to install the version provided to him and validate the functionality he as using is still available and addresses his concerns.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20311134
  
  I am rejecting this response because:  Haven't had time to install the other software this week. keeping this open until I am able to verify if this worked and fixed as requested. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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.

  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,
  
  ***************************BBB help? Thank you.

  Business Response

  Date: 05/22/2023

  Email sent to customer after phone call.  Listened to issue and will follow-up accordingly.  Customer has been provided the latest version of Software