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: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 REMOVEDfor 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 REMOVED,
  
  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 REMOVED,

  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,
  
  REMOVED-speaks

  Business Response

  Date: 05/01/2024

  Hi REMOVED,
  
  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,
  
  REMOVED-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 REMOVED,

  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 REMOVEDusage. 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. 

• Initial Complaint

  Date:02/27/2024

  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.

  The transaction was done on the 26th of February 2024 unauthorized.I once used the service for the package amount of $9.99 on the 12th of February 2024 a one time payment. I never opted for the monthly or annual fee. Now I see on my card that Panadoc has debited my card for the amount of $588. Please help me to resolve. Thank you.

  Business Response

  Date: 02/27/2024

  Hi REMOVED.
  
  We have looked into this matter for you and noticed our billing team has approved a refund to your account. Please allow 5-10 business days for the refund to reflect on your debit card.
  
  If you have any questions or concerns, please do not hesitate to contact us.
  Thanks!

• Initial Complaint

  Date:02/12/2024

  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.

  I purchased an annual plan from this company which I have paid for in full. I explained to the sales person that I would be processing up to 50 forms per day and he represented this would be a great fit for me. I asked a lot of questions and was told that REMOVEDforms package would fit my needs. However, once the package was purchased, I was quickly told that I had used all of my forms for an entire YEAR and that my form submissions were not unlimited. I expressed my concerns that the company had misrepresented itself and that I feel swindled but no help was given. I spent an additional $100 to purchase another bulk of forms to get me through until I had replaced this service. NOW. I am being billed the random amount of $767.91, which I did NOT authorize! This company misrepresented itself, sold me a product that they knew would not work for someone processing "up to 50 forms a day" (my package would have been up in 10 days, not a year, with their new numbers and definitions), and continues to bill me random amount. I have paid my initial fee plus an additional package of forms, but I do not feel I should pay this random $767.91 which I did NOT authorize.

  Business Response

  Date: 02/13/2024

  Hi REMOVED,
  
  First and foremost, we would like to apologize for the confusion concerning unlimited forms vs documents. We are very sorry for the inconvenience this has caused you and understand the importance of resolving the matter quickly. 
  
  We will be crediting the $767.91 in overage charges that were billed to your account. We would also love the opportunity to talk to you more about how PandaDoc can work for your business and regain your trust.
  
  Your feedback is invaluable to us, and we are dedicated to learning from this experience.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21279843
  
  I am rejecting this response because: I would very much like to accept this resolution; however, they charged me today randomly even after I have cancelled my account and removed my payment information. I hope this will prompt them to stop charging me since I have discontinued service.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/15/2024

  Hi REMOVED,

   

  First and foremost, we would like to apologize for the confusion concerning unlimited forms vs documents. We are very sorry for the inconvenience this has caused you and understand the importance of resolving the matter quickly. 

   

  We will be voiding the $767.91 in overage charges that you were invoiced for on your account. We would also love the opportunity to talk to you more about how PandaDoc can work for your business and regain your trust.

   

  Your feedback is invaluable to us, and we are dedicated to learning from this experience.

   

  Thanks,

  ~M

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21279843
  
  I am rejecting this response because: PandaDoc continues to try to charge me for services as recently as today! My bank has worked with me to identify the charges as fraud. I need for them to stop charging me.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/01/2024

  Hi REMOVED.
  
  You will not be charged unless you change your plan or make an in-app purchase, which you would be notified of in-app before you made any changes. You are still currently on a plan that is active until December 7, 2024. We do have an auto-renewal clause in your contracts. If you don't wish to renew, please reach out to our support team and they will be able to assist you.
  
  If you have any questions or concerns, please let us know.
  Thanks.

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. I am reading this response to mean that I do not currently owe this company anything AND that my account is cancelled, since I have manually cancelled it and contacted REMOVEDto do same. Thank you.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/30/2024

  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.

  I had canceled my membership many months ago, was charged AGAIN and reached out and emailed Panda Doc and was told my membership was canceled. I was looking through my monthly statement and realized I was still somehow being charged. I don't even have access to the email I signed up with panda doc for because I am no longer a realtor. My email associated with the account was REMOVEDso now I can't even log in. I have emailed them MULTIPLE times and have email history of them saying my account was be permanently disabled. I ended my subscription via the website and originally was still charged, I don't know what else I can do. I have emailed them multiple times and now been charged hundreds of dollars for an account I haven't used in almost a year. I am beyond upset.

  Business Response

  Date: 02/06/2024

  Hi REMOVED,
  We're sorry to hear that you ran into an issue with trying to cancel your subscription. Not to worry, we have gone ahead and taken care of it for you.
  
  We noticed that you reached out to a couple individuals in Sept to cancel your subscription and have gone ahead and refunded you the $344.50, which reflects Sept 2023 - current. Please allow REMOVEDbusiness days for this refund to reflect in your account.
  
  If you have any questions, please let us know.
  Thanks REMOVED.

• Initial Complaint

  Date:10/31/2023

  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.

  I signed up for a free trial with PandaDoc on 10/13. I used it to create 1 document, however within REMOVEDmy family. Due to this I closed my business for a few days and focused on that. Upon returning this weekend (Sunday - 10/29) I noticed a charge on my account for $71.01. I couldn't figure out what it was for and after doing research realized that my free trial ended on 10/27 and I was charged. I reached out first thing Monday 10/30 and advised that I had not used the service since I initially signed up and that I would not be using again. I also advised that as a small business I only create about 1 document a month and the price of $71.01 was not in my range so it was not something I needed. I asked for a refund as I would not be using or needing the service in the month of November. I was told that a request was put in and that I would be notified once billing had reviewed my request.I received a notification this morning that my request was denied and my money would not be refunded. I don't know why I would be forced to pay for a service that I am not using and don't need. I have had a similiar issue happen before and the company had no problem returning my money once they went in to see that it was a service I indeed was not using.All I want is a refund of my money as I don't believe they should be allowed to keep my money for free. I have since went on their website and cancelled my account and deleted my billing information as this does not seem to be a trustworthy company.

  Business Response

  Date: 11/01/2023

  Hi REMOVED,
  
  We're sorry to hear you had an issue with your trial of PandaDoc. We have investigated the matter and have refunded your card the full amount of $71.01. Please allow 2-5 business days for the refund to be processed on your account.
  
  If you have any questions or concerns, please let us know.
  
  Thanks.
  Again - sorry for the inconvenience
  
  

• Initial Complaint

  Date:10/23/2023

  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 22 oct 2023 I bought the business monthly plan of PandaDoc worth of $65, it went smoothly and my card got charged, to my surprise after 2 minutes i get a notification that my card got charged of another $1003, shocked me and after checking I saw PandaDoc activated there Enterprise Yearly plan on my account and charged my card without any consent or my knowledge, I opened and high priority ticket and talked to their support twice on which they told me its forwarded to billing and they haven't responded yet while its been more then 32 hours since, this is ridiculous as its interrupting with my business activities and I haven't gotten any response from them yet, I require an immediate refund

  Business Response

  Date: 10/25/2023

  Hi REMOVED
  
  We're sorry to hear you had an issue with your purchase of PandaDoc. We have investigated the matter and have refunded your card the full amount of $1,033. Please allow 2-5 business days for the refund to be processed on your account.
  
  If you have any questions or concerns, please let us know.
  
  Again - sorry for the inconvenience

  Thank you,

  PandaDoc

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/19/2023

  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.

  I'm reaching out concerning a discrepancy in the amount I was charged for an annual license with REMOVED. On 9/16/23, I made use of a promotional coupon, anticipating a charge of $854. To my surprise, my bank statement reflected a charge of $1,068. I have attached a screenshot of my billing portal for reference. PandaDoc's reputation for transparency and trustworthiness initially REMOVEDme in. However, this incident has considerably shaken my confidence in your services. An unauthorized charge of this nature not only puts me in an inconvenient financial situation but also casts doubt on the reliability of their billing process.Details of the transaction are:- Advertised Price (with coupon): $854 - Amount Actually Charged: $1,068 Given the circumstances, I hereby request:1. An immediate full refund of the charged amount, specifically $1,068, back to my original payment method.2. Cancellation of my service with PandaDoc, effective immediately.3. Written confirmation of both the refund and the service cancellation once completed.I expect this situation to be addressed and resolved within the next 3 business days.

  Business Response

  Date: 09/21/2023

  Hi Max.
  
  We're sorry to hear you had an issue with your purchase of PandaDoc. We have investigated the matter and have refunded your card the full amount of $1068. Please allow 2-5 business days for the refund to be processed on your account.
  
  If you have any questions or concerns, please let us know.
  
  Again - sorry for the inconvenience.

  Thanks Max.