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:03/18/2025

  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.

  Have several accounts with ******************, both separately and in workspaces under my master account. Added a new workspace for a new project and upon trying to set up the account, several items were not working as expected. I reached out to support and was told that our concerns were not a priority; however, these concerns were more than a priority for us... they are a necessity. Federal documents for **** that require specific date format mm/dd/yy. The simple ability to use this format was not available as it wasn't one of the listed formats, and the ability to group sets of checkboxes on a contract to make at least one required so they aren't just skipped over in our contracts or multiple selected. So, we never used the account and cancelled the workspace after 1 day. We asked for a refund, and we were told no. I would like a refund, as your service doesn't work and your customer support is rude and unhelpful.

  Business Response

  Date: 03/20/2025

  Hi *****,
  I'm sorry to hear that your experience with our support team didnt meet your expectations, and that you didnt receive the resolution you were hoping for. Were committed to improving our processes to ensure situations like this are handled better moving forward.

  
  After looking into the situation and speaking with our support team, we've processed a refund of $71.29 to your account. Please allow 2-5 business days for the refund to be reflected.
  We truly value your business and apologize for the inconvenience this has caused. If you have any further questions, please let us know

  Customer Answer

  Date: 03/20/2025

  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:02/28/2025

  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.

  Unfair Billing Practices and Misleading Information Regarding PandaDoc's Free Document Offer To Whom It May Concern,I am writing to file a complaint against PandaDoc regarding an issue I have encountered with their free document allowance. As per their policy, PandaDoc offers 5 free documents per month, but I have had two separate instances where I was misled about my available documents.On February, at 4:00 PM, the PandaDoc website indicated that I still had 2 free documents remaining for the month. However, when I sent a document to my client at 4:36 PM, the website showed that I had used 1 out of 5 free documents. This led to the system using a new document from the following month, even though I still had 8 hours left in the current month to use the remaining documents.This issue has occurred twice now, and I find it deeply frustrating and unfair. I have had many other alternatives to choose from, but I continued using PandaDoc because I wanted to support their platform. However, it appears that this issue is happening intentionally and is causing unnecessary confusion.Additionally, I could not find any mention of this problem or any related policy on PandaDocs website or in their documentation, further reinforcing my belief that the system is misleading and unreliable.I respectfully request that PandaDoc either reinstate the two documents plus 5 I was unfairly taken away for or provide me with a complimentary month of service. I would appreciate a resolution to this matter, as I am currently reconsidering whether I should continue using PandaDoc.Thank you for your time and attention to this matter. I look forward to hearing from you regarding a fair resolution.

  Business Response

  Date: 03/04/2025

  Hi ********,
  Thanks for reaching outwe truly appreciate your business and your candid feedback about the issues you've encountered.

  I wanted to clarify that our platform operates on UTC time, which may differ from your local time zone. The good news is that your subscription period starts on the 2nd of each month, and the last document you sent was on March 1st. This means you should have your full allocation of five documents available to send in March, starting on March 2nd.

  
  If you run into any issues, please dont hesitate to reach out to our support team. You can access the *********** in the PandaDoc app by clicking the "?" icon in the top right corner and selecting "Submit a request."

  
  Let us know if you have any other questionswere happy to help! Thanks again for being a valued PandaDoc customer

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23005188
  
  I am rejecting this response because: As I explained in detail, the number of documents has decreased after I sent one document on February 28, 2025 around 4:30 pm (PST). Therefore, it showed that one document out of five was used. I do not see mentioning UTC time when I read your policy. Please look at my account and see that you are not following your policy if what you are saying is correct and it actually resets on the second day of the month - I lost one document (again), even if we use UTC time like you said, one day earlier that it's supposed to be. I am looking forward to resolution because last time I contacted your support I received no resolution and your representatives did nothing.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/11/2025

  Hi ********,

  Thank you for your response.

  We checked with our support and product teams, who manage our free eSign plan, and they confirmed that your 5-document allowance resets on your "contract term," which begins on the 2nd of each month.

  Since our platform operates on UTC time, the last document we see was sent on March 1st, which aligns with the February 28th document you mentioned. As noted, because your contract starts on the 2nd of each month, your 5-document limit will reset on that date.

  Were sorry to hear about the issues you experienced with our support team in the past. We've since improved our support process to better serve our customers. Should you have any questions or need further assistance, please don't hesitate to reach out to our support team. You can access the *********** in the PandaDoc app by clicking the "?" icon in the top right corner and selecting "Submit a request."

  Thanks again, and please let us know if there's anything else we can do to help

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23005188
  
  I am rejecting this response because:
  
  I must emphasize that the issue I encountered still remains unresolved. On February 28, 2025, at approximately 4:30 PM PST, the system indicated that I had one document used out of my 5-document monthly allowance, despite having more time left in February. This resulted in a document from the next month being used prematurely.
  
  While I understand the platform operates on UTC time, this discrepancy continues to negatively affect my usage, and I feel that the system is not operating in line with the expectations set by PandaDocs policies. Even if we consider UTC time, the usage should have been reset at the start of March 1st, and the document should not have been prematurely deducted.
  
  Given the repeated issues Ive experienced, I would appreciate it if you could investigate my account in more detail to ensure that this issue is corrected and that I am not unfairly losing documents. I am still seeking a fair resolution, as mentioned in my initial complainteither a restoration of the lost documents or a complimentary month of service.
  
  I look forward to your prompt resolution and further clarification on this matter.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/19/2025

  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.

  Have used for 2 yrs, slow platform but it gets the job done. On 12/16/24 I was budgeting for 2025, checked details for my 2 annual business licenses renewing 1/30/25. My view showed next payment discounted from $1,176 to $823 for 2 licenses/12 mo (great - every dollar counts in an SMB). I took a screenshot, sent to my **** team for their records, listed $823 in my budget. Fast fwd-licenses auto renew charging our cc the full $1,176. I went to billing details in the platform but there was no evidence of the renewal discount. My **** team reached out to me asking questions. I opened a ticket with PandaDoc and shared the screenshot. The response: "Our billing team has advised me that the coupon had expired on November 22, 2024 before the renewal, which is why the renewal was at full price. Unfortunately, it cannot be extended. I'm sorry for any inconvenience"It was confirmed: a discount existed and that I saw it on 12/16/24 after it supposedly expired 11/22/24 was an error. Nowhere in my view did I see an expiration listed. Also, why would a discount apply AT ALL if my renewal date is 1/30/25, almost 2 months after the discount would expire? I was not happy with the response - as a consumer, if a business admits fault, they usually honor it or at least try to work with the customer. I asked to speak to a supervisor who responded, "m __ from the Support Leadership team at PandaDoc. Based on your previous interaction, it looks like you had a discount coupon but were unaware that it would expire last November. We escalated your case to our Billing team for reconsideration, but unfortunately, they are unable to reactivate an expired coupon. As a result, the charges on your account reflect the final price for your plan. We sincerely apologize for any inconvenience this may have caused. If there's anything else we can assist you with, please let us knowwere here to help." This is a poor response and poorer customer service. I will not be renewing with them next year.

  Business Response

  Date: 02/26/2025

  Hi ******,
  Thanks for reaching out. Im sorry to hear about the issue you experienced, but rest assured, were on top of it. Weve processed a refund of $353, which should be reflected in your account within 5-10 business days.
  We truly appreciate your business and partnership. If you have any questions or need further assistance, please dont hesitate to reach out.
  
  
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  Last year, I purchased your service with the account ****************** for $1500 per year, valid from January 29, 2024, to February 5, 2025. I was very satisfied with the service and recommended it to many friends. At the time of purchase, I consulted your sales team because I noticed the payment was annual. I was informed that I could cancel the payment method after completing the payment. Therefore, after purchasing, I canceled the payment method on your page.However, a few days ago, I received a notification that my renewal on February 5th would expire if not paid. The notification did not mention any automatic deduction from my ******, and I believed there was no need for action since I had canceled the automatic payment. Unexpectedly, on February 12th, I received a $1500 renewal notice, which was not what I wanted.I immediately contacted your customer service, only to be told that my ****** payment method had not been removed from your system. This is unreasonable because I had confirmed with your sales team and performed the cancellation. I suspect there might be a system issue on your end that prevented my cancellation from taking effect.Since this renewal was completely unexpected and I have not used any of the new service or resources, it is disappointing that your customer service closed the refund ticket. Therefore, I am requesting a full or partial refund.

  Customer Answer

  Date: 02/14/2025

  Fulfill my First name and Last name.

  First Name: ***

  Last Name: Xi

  Business Response

  Date: 02/18/2025

  Hi ***,
  Thank you for your patience. Unfortunately, your account is not eligible for a refund at this time. You can find more details in our Master Services Agreement. You can find the link here: *************************************************************************

  Per the terms of your contract, cancellation requests must be submitted at least 30 days before renewal. Since this was not received in time, your account is now set to expire on February 5, 2026.
  I understand this may not be the outcome you were hoping for, and I sincerely apologize for any frustration this may cause. If there's anything else we can do to support you or if you have any questions, please dont hesitate to reach out. We're here to help however we can.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22940363
  
  I am rejecting this response because:
  I find PandaDoc's response to be unsatisfactory and dismissive, as it relies solely on standardized language and does not address the specifics of my situation.Despite their reference to their terms and conditions, it is clear that the automatic charges were made without my explicit consent and without adequate notification. This practice is both unethical and potentially in violation of consumer protection laws. It is unacceptable for PandaDoc to hide behind generic policy statements while ignoring the legitimate concerns of their customers.

  Sincerely,
  
  Luo Xi

  Business Response

  Date: 02/27/2025

  We appreciate you taking the time to share your concerns, and we're sorry for any frustration this situation has caused. We understand how important it is to have clarity around billing and notifications, and we want to ensure were addressing your concerns as transparently as possible.
  
  While our billing process follows the terms outlined in our agreement, we certainly dont want you to feel like your situation is being dismissed. If you have any proof of a cancellation request that may not have been processed as expected, wed be happy to revisit the possibility of a refund. Please feel free to share any relevant details, and well make sure its reviewed thoroughly.
  Let us know how youd like to proceed, and well do our best to assist

• 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