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: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 ********************.
  
  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 ************* forms 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 ****,
  
  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,
  
  *********************

  Business Response

  Date: 02/15/2024

  Hi ****,

   

  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,
  
  *********************

  Business Response

  Date: 03/01/2024

  Hi ****.
  
  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 ********, 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 *************** to do same. Thank you.
  
  Sincerely,
  
  *********************

• 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 ************************ so 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 ******,
  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 **** business days for this refund to reflect in your account.
  
  If you have any questions, please let us know.
  Thanks ******.

• 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 **************************************************************** my 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 ******,
  
  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 ****************
  
  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 ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• 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 **********************. 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 **** me 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.

• Initial Complaint

  Date:08/22/2023

  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 have 2 account with ********************: 1 free 1 paid. Pandadoc charge both accounts. When I figure this out on the 2nd year, I talked to pandadoc CS (I only paid 1, and 1 is unpaid at that time), he tricked me to paid the unpaid one and pandadoc will give me a refund for the account I never use for almost 2 year. However, until 10 months later, no refund issued and I have been trying to contact Pandadoc but they never get back to me. What an unethical business practice!

  Business Response

  Date: 08/23/2023

  Hi Hai.

   

  Great news. We talked with our billing team and we cancelled the subscription for your account (***************************) and have issued a refund of $228. You should see this in your account within 3-5 business days.

   

  If you have any questions, please reach out to us and thank you again for your patience.

   

  Thank you,

  ~M

• Initial Complaint

  Date:06/16/2023

  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 the PandaDoc free trial - upon using their service only once i tried to cancel my trial but it didn't work (I think the platform was down) and now they have charged my card. I have reached out and requested for a refund but they'r not responding.

  Business Response

  Date: 06/21/2023

  Thank you for allowing us to respond. This customer reached out to support on the 16th at 3:59 AM. Support responded by 4:02 AM. The refund was processed by 12:56 PM. It doesn't appear that the agent followed up with the client after the refund was processed - this must be when she went to BBB. We apologize for any confusion, but the refund was processed promptly. Thank you.

• Initial Complaint

  Date:06/01/2023

  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 Rep. **** stated he worked with the ************** Loans and was helping me fill out an application to PSLF application to debt forgiveness since I work for a nonprofit business for more than 10 years. He lied & does not work with my Federal Loans Team, he charge me $900.00 ***************** is never a charge to fill out application per Mohela my actual Fed.gov loan service. He took all my **** info & personal data. They are not a business that sets up an application or makes decisions for ********** loan company. Took $240.00 payment from me illegally under false representation & lied about tax information on Fed returns also provided when filing. when calling him back for interest rate. I now need to redo my taxes legally also because of falsified information received from this Rep **** with this company. Want to report asap so no other consumer is hurt financially by them. Horrible what they did.

  Business Response

  Date: 06/07/2023

  Hi *****************
  
  We've recently received your comment from BBB and we take these matters seriously. While investigating your case, we need to obtain further information to ensure we get this situation resolved for you. Could you please provide ** with the following information:
  Account executive's full name
  Account executive's email address and phone number
  The date your credit card was charged
  Any emails you've had with the sales rep you've had (if applicable)
  Any contract(s) you've signed and agreed to (if applicable)
  Thanks ********.

• Initial Complaint

  Date:04/10/2023

  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.

  ************ contracted with PandaDoc in Oct 2022 for a full and working integration with Salesforce.com and Salesforce ***, to commence 12/1/22. Once installed (or Upon setup, in December 2022), we found that the Salesforce *** module was still in Beta testing and not functioning in Production. During our attempts to implement this integration, the PandaDoc Solutions Architect, on 12/28/2022, informed us that the PandaDoc Salesforce *** integration was still in development and referred us to the Product Team for more information. In addition, a PandaDoc Technical Support Associate confirmed the under development status of the *** integration. Per the signed Proposal document, this is an essential element of our Agreement.In addition, our testing revealed a lack of working or stable document upload/attachment capability to the Salesforce platform. When advised of this issue, PandaDoc attempted to correct the problem, but the solution worked only for a short period, then re-appeared. This issue was never fully resolved and stabilized. Per the signed Proposal document, this is an essential element of the Agreements.************ filed a material breach notice with PandaDoc on Jan 3, 2023, and a subsequent termination and demand notice on Feb 8, 2023. Neither notice was responded to by PandaDoc. Attached is a copy of our agreement, along with supporting documentation which shows the Beta status of the application and an email from the PandaDoc Technical Support team discussing the under development status of the *** integration. Also attached are the material breach notice and the termination and demand letter sent to PandaDoc.We have terminated our relationship with PandaDoc and are seeking to recover the $9,936.00 paid to them in Dec 2022.

  Business Response

  Date: 04/17/2023

  We're sorry to hear that you ran into some issues with the *** functionality. We reviewed all calls/emails and it looks like there was some incorrect information provided and perhaps some misunderstanding. Our *** functionality is live and not in development, even though our support agent had mentioned it was in development. As you're aware, software is always evolving and we're always looking to improve our product offerings for better customer experience, which is what our support agent was referring to. There also seemed to be some confusion around the 2 packages we offer for SFDC and which package to install when utilizing the *** functionality, which caused some confusion. Our Solutions Architect did provide the correct information to ensure *** would work, but there was an ask from the customer to create a new opp based off of a specific trigger, which is not "out of the box" functionality and something the client had to have developed for their prior software as well.
  
  
  That being said, we want our customers to be happy and want to do right by them. We will provide a full refund and hope to have them come back when they feel the time is right.

  Customer Answer

  Date: 04/26/2023

  Hello.  Per the BBB site communication, PandaDoc has indicated that we will receive a refund.  Weve had no follow-up from them on this issue and would like to follow up on the refund

  Business Response

  Date: 04/28/2023

  A refund has been issued and sent to the following address.
  
  ****************************************************** ************
  **********, ** 80111 
  
  You should receive the refund within 1-2 weeks

  Customer Answer

  Date: 04/29/2023

  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.  However, the mailing address stated by PandaDoc is incorrect (should be ************************************************************).  Please send refund to:

  ************

  ********************************************************

  **********, ** 80111

   

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