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:01/15/2025

  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.

  As of today, I have paid $221.32 I canceled after my trial period but they never canceled my acct now for months they keep stringing me along that they are working on my cancelation but they keep attempting to take money from my acct. What is wrong with these people I've tried being nice for months and they keep taking advantage but now I'm done this is ridiculous. I have also filed a complaint with *******. Thank you ****** ******

  Business Response

  Date: 01/15/2025

  "Hi ******,
  Thank you for reaching out, and Im sorry to hear about the challenges you experienced while trying to cancel your account.

  
  After reviewing your account, it looks like you signed up for a trial in April 2024 and then upgraded to a plan in October 2024. I see two transactions for $70.44one in October 2024 and another in November 2024. The most recent invoice you mentioned (#********) has been canceled, along with your account, and no funds were collected for that invoice. Rest assured, you wont receive any further charges or invoices from us.

  
  We truly appreciate the opportunity to work with you and hope youll consider us again in the future. If you have any additional questions or concerns, please dont hesitate to reach out."
  
  
  

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Billing 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.

  Our company sought a customizable quoting system to improve proposals for clients but quickly found that Pandadoc failed to meet our needs. We specifically required a feature allowing clients to select options and see those reflected in the grand total. Despite its claims of customization, Pandadoc couldn't handle this functionality.After spending hours trying to make it work, we contacted their support team, but responses were slow and unhelpful. We were directed to generic documentation that didnt solve our problem. It became clear the platform wasnt designed for businesses needing advanced quoting features.The biggest frustration came from their rigid billing policy. We mistakenly signed up for a yearly plan, thinking the platform would work for us. After a month of trying to resolve the issues, we requested to cancel and asked for a prorated refund. Pandadoc refused, stating their subscription is non-refundable.We deeply regret our decision to use Pandadoc. The platform lacks essential features, and their customer service and billing practices are disappointing. If you need a truly customizable quoting system, look elsewhere. Pandadoc locked us into a service we couldnt use, and were stuck paying for a solution that failed to deliver.

  Business Response

  Date: 01/15/2025

  Dear *****,
  Thank you for reaching out and sharing your feedback about your experience with Pandadoc. We understand your frustration and appreciate you taking the time to express your concerns.
  We understand that finding the right tools for your business is important. Thats why we designed Pandadoc to be flexible and adapt to your unique workflow. We offer a 14-day trial to give you ample time to explore our features and see how Pandadoc can streamline your processes. In your case, we even extended your trial to provide additional time for evaluation.
  Regarding your request for a refund, we want to clarify our refund policy. Our subscription terms, which you agreed to upon signing up, clearly state that subscriptions are non-refundable.

  This policy is outlined in our Terms of Service and is consistent with industry standards for subscription-based software.
  

  We understand that you were hoping to utilize our platform for customizable grand totals. While we offer a high degree of customization, it's possible that the specific functionality you required may have presented some challenges.
  

  We value your feedback and will use it to continually improve our platform and documentation. We are always working to enhance our features and improve the overall user experience.
  We apologize for any inconvenience caused and appreciate your understanding.
  Sincerely,
  The Pandadoc Team...

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22807794
  
  I am rejecting this response because I am not seeking a full refund; however, charging for an entire year of service when only one month was utilized is unreasonable. While I recognize that PandaDoc considers their position legally justified, it does not align with what is morally fair. We sent out very few quotes (fewer than 10), which means the costs incurred by PandaDoc were minimal. Under these circumstances, I believe it would be fair to prorate the charges accordingly. Charging over $1,000 for such limited usage is unjustifiable. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/22/2025

  "Dear *****,
  
  
  Thank you for sharing your perspective. I understand your concerns regarding the value youve received from PandaDoc based on your recent usage.
  
  
  Our annual contracts are designed to provide consistent access to the full suite of PandaDocs features, tools, and support throughout the year. While I understand that your team has used the platform minimally so far, the pricing structure is not based on usage but rather on ensuring availability for the duration of the agreement.
  
  
  Since the services outlined in your agreement have been rendered, we are unable to release you from the contract. However, we remain committed to supporting your success with PandaDoc, so please dont hesitate to reach out with any additional questions or concerns."
  

• Initial Complaint

  Date:12/01/2024

  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.

  Greetings, On April 7, 2024 I accepted a one week trial purchase of Panda-Doc to hopefully create a legal document. After purchase our family friend instructed me that the document did not have any of the necessary notations or stipulations for reguired filing and was essentially worthless. I "attempted" to cancel my trial purchase. The contact number that was supplied to call was a phony number and the address to email and mail notification of ending service both returned my request with a wrong address notice. Once I received these I attempted to sign into my account only to find my email and password were not accepted, I have up until this time tried with no success to regain access. Panda Doc has no customer support contact number or email. They are essentially creating a bogus product to lure individuals to purchase with an intro trial and seizing funds with no channel to cancel the trial. My bank could not trace the funds nor make contact with any source to assist in retrieving my lost purchase cost as I purchased this with my debit card. I am hopeful that you will be able to assist.

  Business Response

  Date: 12/06/2024

  Hi *******,
  Thank you for reaching out and sharing your concerns. Were truly sorry to hear about the issues youve experienced with PandaDoc, and we want to address this matter to the best of our ability.
  PandaDoc is designed as a legally binding platform for creating, sending, and managing a variety of documents. You can find more details about our capabilities in our electronic signature law and security and compliance section.

  
  That said, we understand your frustration, and were committed to resolving this for you. Weve reviewed your account and would like to clarify that per our Master Services Agreement (section 5.8):
  If Customer has a bona fide dispute in relation to any portion of the Fees invoiced, Customer shall provide notice to ********************** in writing within thirty (30) days from the date of the invoice containing the disputed Fees

  
  Despite this policy, we want to make an exception to ensure we meet you halfway. Weve processed a prorated refund for the remaining portion of your contract in the amount of $77.10. You should see this reflected in your account within the next 5-10 business days.

  
  If you have further questions or need additional assistance, please dont hesitate to reply to this email. Were here to help.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22624709
  
  I am rejecting this response because: I followed their request and mailed a letter which was returned to m saying invalid address.
  Also, when my bank tried to contact them, there was no other customer service option other than using this option which did not elicit a response. I was not able to use the platform other than one time during the trial period within the five days I have not been able to access my account during this time, therefore to receive a refund for half the year is not acceptable as I have not been able to gain access because when you reset or request reset on the website, there is no Response,

  It is a joke that the only way to communicate with them is by mailing a formal letter or sending an email which are both invalid contacts.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/13/2024

  Hi *******.
  Thank you for your patience while we reviewed your request. Im happy to let you know that we were able to make an exception and have approved a full refund for your account. You should see the refunded amount reflected in your statement within the next 5-10 business days, depending on your financial institution.
  If theres anything else we can assist you with or if you have additional questions, please dont hesitate to reach out.
  We appreciate your understanding and hope to have the opportunity to work with you again in the future

  Customer Answer

  Date: 12/13/2024

  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:10/19/2024

  Type:Billing 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.

  Panda Doc auto renewal was charged to my credit card with no prior communication to me via email or regular mail. I never used Panda Doc last year. Document signing app was eventually supplied by my previous school district. Please refund.

  Business Response

  Date: 10/22/2024

  Hi ****.
  
  We're sorry to hear you ran into an issue with your auto-renewal. Good news, we have gone ahead and refunded your account. Please allow 5-10 business days to see the refund. If you have any questions, please let us know.
  
  Thanks!

• Initial Complaint

  Date:08/15/2024

  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.

  all transaction were billed on 8/13 by PandaDoc **** the problem is I do not have an account with ******************'s. We work with an outside vendor that has an account but we do not. I tried to contact the company but all numbers on there website are ether disconnected or the number for another company. meaning that the company is not operating with fraudulent information on the website. we have no invoices ,contact, nor have we ever used the company for anything. As i see that they have a history of charging people fraudulently. I guess i am just another one on the list.

  Business Response

  Date: 08/16/2024

  Hi *****.
  
  We're sorry to hear about your recent charges. Unfortunately, when looking into the situation, I was unable to find your account or any invoices or charges. Could you please provide us with the following information so we can look into this issue for you and get it rectified:
  Email address used for your account
  Business name
  Invoice numbers
  Any other documentation that might help us to investigate this matter.
  Thanks *****.
  Speak soon

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22148683
  
  I am rejecting this response because: we have no account with your company at all. No invoice was sent to us, no agreement signed. we have never used your site or services. Your company stole credit card information from a third-party vendor MLG (  *************************** They have an account with your company and are the only company with access to that credit account. Then your company charged our Business card almost $3000 in one day 15 charges at once. you can give me a phone number that works ! the fact that even your own website has disconnected numbers and incorrect information is concerning. one of the numbers to your service department   ************ or disconnected customer service number  ************ or disconnected sales number ************ . 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/20/2024

  Hi *****.
  
  After doing some more investigating with our billing team, it seems as though your credit card was used by an individual to purchase our product. We have gone ahead and refunded the amounts. Please allow 5-10 business days for the refund to be processed.
  
  In the meantime, we suggest reaching out to your credit card company and letting them know that your card has been compromised.
  
  If you have any questions, please let us know.
  
  Thanks *****

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22148683
  
  I am rejecting this response because: the issue is your company has now tried 6 more times to charge the card your company have been reported as fraud and blocked from additional charges. your company has now tried to charge over $8,000 STOP charging the account !!!  ***** is also launching a full investigation of your company as they have multiple complaints about your company from other card holders. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/09/2024

  Type:Billing 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.

  We have never used PandaDoc and did not know that our account was active. I received notification that our account auto-renewed on July 7, 2024 for $228.00. We have never used the software after the trial. If I had received notification that my account was going to renew, I would have not done so. The application is one we have never, and will never use. To renew with no notification, not taking in the history of usage on the account is very unprofessional. It makes PandaDoc look like they are out to take advantage of the customers.

  Business Response

  Date: 07/15/2024

  Hi **, we're sorry to hear about the issue with your PandaDoc auto-renewal. We've investigated the issue and refunded your account. Please allow 2-5 business days for the refund to be processed.
  If you have any questions or concerns, please let us know.
  Thanks

• Initial Complaint

  Date:05/18/2024

  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 wanted to look at a sample document for a lease termination. After filling out the online forms, I was able to see it. But I never created any documents and have no intention of ever creating any. I looked at other sample documents and none of them charged a dime. In the meantime, I left for ***** for vacation. I noticed when checking my email that my "free trial" has ended and I have been charged an annual fee of $228. I went online and immediately cancelled the subscription, but it said on the website that there are no refunds. There is no phone number to call for customer support. I would be happy to pay a fair fee to view a sample document online, but I do not feel it is fair to pay $228 for a service I will never use.

  Business Response

  Date: 05/21/2024

  Hi ******,
  
  First and foremost, we would like to apologize for the inconvenience you experienced with our platform. We understand the importance of resolving the matter quickly. 
  
  We have gone ahead and cancelled your account and will be crediting the $228 to your account. Please allow 3-5 business days for the funds to appear back to your account.
  
  If you have any further concerns or questions, please do not hesitate to contact us.
  Thanks.

• Initial Complaint

  Date:04/18/2024

  Type:Billing 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.

  PandaDoc is software we have used for years and is essential to our business. We needed to reduce the number of users on our account due to sudden and unforeseen layoffs. PandaDoc refused and insisted we continue with a ten user package instead of the one or two we both need and can afford. My choice was to pay for 10 users or lose our account.

  Business Response

  Date: 04/22/2024

  Hi ***,

  Thank you for reaching out to us about your contract. We understand that your business is facing challenges, and we appreciate your reaching out to discuss potential changes to your contract. Regrettably, we are unable to modify the terms of your current agreement at this time. However, if there are other ways we can support you or address any concerns you have, please don't hesitate to let us know.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21596000
  
  I am rejecting this response because:

  It is unacceptable to charge a company for 10 licenses when we only need one.  Panda Doc was notified that the business was facing hardships and they did not care to work with us.  We were over charged for our needs and would like to be taken down to the two licenses as requested and have our money refunded.  We do not even need two licenses but were trying to compromise.  We should not get stuck with this many licenses as we do not even have 10 employees.  We cut most all staff on 03/15/2024.  The attachment I have provided is an advertisement for one month on one license.  One license is $588 for a year and we offered to take two even though we do not need it.  That total is $1176.  I think that is more than fair.
  
  Sincerely,
  
  *******************-speaks

  Business Response

  Date: 05/01/2024

  Hi ***,
  
  Upon reviewing the situation, it appears that our team made efforts to reach out to you before the renewal deadline. We successfully made adjustments to your contract, reducing the seats from 13 to 10 after the deadline had passed and a new contract for 10 seats was signed.
  
  We understand that circumstances can change, and we sympathize with the challenges your company is currently facing. However, we regret to inform you that we are unable to issue a refund based on this situation.
  
  If there are other ways we can support you or address any concerns you have, please feel free to let us know. We are here to assist in any way possible.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21596000
  
  I am rejecting this response because:

  This is still unacceptable.  I will not accept anything less than a refund for what I am not using.  I do not need this many licenses.  I understand that you did make a small change.  Then, just a couple of days later we cut staff significantly and laid off 80% of our workers.  This is beyond terrible business practices.  I will let every business owner I know (and there are a lot) and review you on every website that I can letting them know how difficult your company is to work with and warn them about the terrible tactics that are used.  This is poor business etiquette making a company that is disclosing financial hardship to pay for licenses that we do not need.  I will not accept anything less that two licenses.  I will keep rejecting this until you see reason.  Clearly you do not care or we would not even be discussing this issue right now.
  
  Sincerely,
  
  *******************-speaks

• Initial Complaint

  Date:04/16/2024

  Type:Billing 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 4/1/2024 I accessed the PandaDoc website and read a blog post about how to write a technical proposal document.Unbeknownst to me, I received an email the next day asking me to verify my email address. As I never entered my email address or signed up for any trials, I had no idea I had received this email until I searched my email for communications from PandaDoc.Today, 4/16/2024 I recieved an email invoice thanking me for my payment. I was charged $228.00 for "Essentials Annual" and 20 "Guest". I have no idea what this means since at no point was I ever seeking services from this company. I do not own a business and I do not have any need for eSigning services. I looked up an article one time and find it extremely disturbing that their website seems to employ some sort of malware because it's the only way they could have gotten my information and fradulently charged my card. My bank has been notified and are now investigating this fraud.

  Business Response

  Date: 04/19/2024

  Hello ******,

  We apologize for the issues you encountered with our platform. Your experience does not reflect our standards of service. We have processed a refund to your card and cancelled your subscription. Please expect the transaction to appear on your account within 3-7 business days. If you have any further questions or concerns, please don't hesitate to reach out.

• Initial Complaint

  Date:04/10/2024

  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 have been a client since 2021 by paid subscription of about $600 per year. Around January 1 of 2024 I began receiving emails that we are using features that require additional fees. This appeared to be a scam due to the fact that we have changed nothing about our business workflow in the past three years and the rep that reached out was searchable by internet and seemed to have multiple other business interests. I was never provided any new formal contract offer, invoice or other paperwork other than a rep telling me he "wanted to negotiate". The first legitimate information I received was a charge on my credit card accompanied by an invoice for $2800 and a for using exactly 1400 forms. What are the chances we fell exactly on 1400? We then received a second for $2298.08. The representative was not able to produce any tangible references to to the nature of these charges on their website, or customer agreements. The representative also refused to help pause or adjust these previous charges while I am researching whether this is legitimate or not. All the while billing continues to pile up because we can't make changes that quickly to our business. This would take our yearly costs from $600 to over $34,000. It is obvious they have chosen bait and switch business model to artificially keep costs low in the beginning and get businesses when they have grown and difficult to pivot. As a small business, we would have made different decisions with that information had it been disclosed in the beginning and they know it. I am very disappointed. I would have been happy to negotiate had they been able to prove these charges legitimate, transparent and I had the ability to approve the new rates.

  Business Response

  Date: 04/17/2024

  We want to extend our sincerest apologies for the recent charges. We strive to ensure clarity and accuracy in all our transactions, and it is clear we fell short in this instance. We should have made more attempts to reach you to discuss this live before invoicing you for the *** usage. We are pleased to know that you've reached an agreement with us regarding the pricing and usage moving forward. It's very important to us that our solutions meet your needs and expectations. We will be processing a full $5098.08 refund.  We are committed to ensuring this process is smooth and satisfactory for you. We truly value your partnership and trust in our services. Thank you for your understanding and patience as we resolved this matter.