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: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,
  
  ******************

• Initial Complaint

  Date:03/03/2023

  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.

  Hi, in january this year I went to cancel my panda doc subscription. When I tried to cancel they offered me 50% discount for 12 months So I continued to pay and decided to stay. However they charged me full price and refuse to give me the discount or refund. I have video evidence of their page saying I have 50% discount.But they said because I had it last year I won't get it, but nowhere was this mentioned when I clicked on it and trusted them to stay consistent with what they said they would do see loom video here *********************************************************** and their unsatisfactory email attached

  Business Response

  Date: 03/09/2023

  Thank you for giving us the opportunity to address your complaint. Our VP has reached out directly to this customer and has provided an explanation and resolution to this situation. Please let us know if you need further information.

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many others, I too was charged $1068 for a service that was broken. I tried it for one day, and their system kept erasing content from my document and freezing. Attempted to cancel at the time, but there were website issues and it continually froze. Got a charge $1068 on the 14th day of the "free trial" and _immediately_ reached out to them, within a few minutes of the charge posting. I explained that the service didn't work, I didn't use it, I absolutely would never have agreed to $1068 for an online broken version of ****** Docs, and asked for an immediate refund since it was day ******************************************************************************************** They've continually blown me off, pointed me to their policy that they do not provide refunds because its not fair to other clients? Excuse me? Not fair to all of the other people you've committed fraud against? Gauging by the fact that the service itself is broken, website is broken, I can only deduce that this company is literally nothing more than an elaborate fraudulent scam eeking out their theft by this same tactic. As I've researched them, I've found multiple complaints on BBB about the same thing, as well as numerous customer complaints on forums. Since I reached out to them within minutes of the fraudulent charge and cancelled on day 14 of the trial, any attempt to not refund this charge is theft, pure and simple. Have sent multiple e-mails to their "support" with no response. Better Business Bureau first, and I'd imagine I can find a few other folks who they have stolen from to pursue legal action with.

  Business Response

  Date: 02/27/2023

  Thank you for the opportunity to respond to this complaint. The client signed up for a free Esign plan on Feb 4 and upgraded to an Essentials monthly plan trial the same day. The upgrade always requires credit card details to be entered in the event the client decides to continue with the service after the trial ends. When the trial expired on Feb 18, the client was auto-charged $1,068.00. The first contact from the client was right after he was charged. We responded that we would have our billing team take a look and 2 days later he was fully refunded $1,068.00. 

• Initial Complaint

  Date:02/06/2023

  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.

  1/14/2023??$780.37??The business committed to providing an easy-to-sign legal services platform. This was done so on a month-to-month basis. When submitting to cancel my account they responded and said they were sorry to hear that I was leaving the platform. This would indicate they were canceling my account and that there was no further info needed. On 2/6/23 I received an email asking me to upgrade my account (which should have been canceled). Upon responding I was told I need to respond to their support email in order to cancel. The support email they forwarded gave no indication that I would need to respond to anything further in order to have my account canceled. ??Invoice #: *******?

  Business Response

  Date: 02/10/2023

  Based on our investigation, PandaDoc have found that several exchanges between ************************* and PandaDoc based on the email associated with the account within our ticketing system.  PandaDoc found 6 interactions that took place, any other interactions would have been directly via email exchange between the customer and individuals at ********************** that were not recorded in ZenDesk.
  
  Ticket 4626764 (Sept 28 2022)
  - ****** reached out to support via chat with a functionality question for a campaign they were running.  Support (Inna) provided a solution via forms but the customer needed a limit increase from 250 responses to **** for the campaign requirements, and needed to loop in the customer's account team to conduct this limit increase which was completed same-day.
  
  
  Ticket 467820 (Jan 14 2023)
  - ****** was sent an invoice past due notification and replied to it stating that he had cancelled his account.  Support added in the account team to the exchange to assist further.  This led to ticket 478411 where the PandaDoc Success Outreach Team reached out to the customer on Jan 16 (Monday) asking if the customer could provide additional information on why they decided to cancel and provided a calendar link to discuss live over a call.  On Feb 6th the account manager reached out to ****** to confirm he needed to respond to this email to finalize the cancellation process, which ***********;replied stating "I asked to cancel please cancel the account. I was incredibly clear" and followed up again the next day stating "There shouldn't be anything else to process when I've requested the account to be canceled. There was no indication that I needed to do anything else after that request was submitted. I'm livid that this wouldn't have already been done. Happy to file a complaint with the BBB."
  
  
  Ticket 470939 (Jan 20 2023)
  - During the same time as the above exchange, ****** replied to a "Thank you for your payment" automated message from ********************************* (which was sent Dec 30 2022) stating "This was just charged to the wrong account and my account is cancelled".  PandaDoc Support responded with details that the $780.37 was generated for the forms for his Business Annual account, which was still active at the time, and asked for the appropriate email address associated with the other PandaDoc account if the incorrect account was in fact charged. The customer responded stating that the account should have been cancelled and the payment that was charged was to the wrong card (not his card) on Jan 21, and on Jan 22 Support looped in the PandaDoc Success Outreach Team and PandaDoc Account Manager to assist in the cancellation enquiry (tied to previous ticket exchange).
  
  
  Ticket 479112 (Today, Feb 8 2023)
  - ****** reached out to PandaDoc Support via chat and stated he shouldn't be charged extra for the forms he did not need.  PandaDoc Support reviewed the account and confirmed that the customer had used **** forms of ****, and were charged for the additional forms on the account, and stated they could loop the account team in to discuss their plan and associated compensation.  The customer stopped responding and was eventually disconnected from the chat - the support agent sent a follow up email and looped in the account team with context.
  
  
  All other enquiries that were noted by PandaDoc and not captured within our ticketing system were noted below:
  
  
  Geo Dongallo 
  Date: September 29, 2022
  Interactions
  Geo sent an onboarding e-mail to the customer and invited them for a zoom meeting.
  Customer did not respond to the invite
  
  **************
  Date: January 17 - February 09, 2023
  Interactions
  ***** received the cancellation request via Support handoff.
  She replied to the customer and invited him on a call.
  She sent a cancellation approval to TL Thea.
  ***** sent the request to the Billing team. ******** confirmed the account was cancelled at renewal.
  She sent an email to the customer informing him that the account was already cancelled at renewal.
  No further conversation after she sent the email about the account has been cancelled [February 09, 2023].
  
  Based on this investigation we cannot find any exchanges where ****** requested cancellation prior to the exchanges highlighted above.  With this being said, we understand that there could be an exchange not accounted for here and would like to give ****** the benefit of the doubt and leave him with a positive impression on PandaDoc, and will therefore accommodate the $780.37 refund to his account.  This will be processed in due course and we will keep the customer apprised throughout this.
  
  
  Thank you
  
  

• Initial Complaint

  Date:01/11/2023

  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.

  On December 23, 2022, I was searching for a software that would fit my needs. I found PandaDoc online and decided to give them a shot because they promised a 14 day free trial. After exploring the software, I determined that it wasn't right for me and I cancelled my subscription (within 48 hours of initial creation). A week or so later, I was paying off my credit card and saw that they had charged me $31.26 (a charge placed on 12/23/22, the same day I made an account). I thought that it must be a mistake, so I reached out to the company. At first they told me that they did not give refunds for subscriptions but they ensured that my subscription was cancelled. I responded by telling them that I shouldn't have ever been charged in the first place as I was well within my trial period. They said that because I didn't request the refund within 24 hours of the charge, it wasn't something they were going to do. I feel lied to and violated and I don't want this frustrating experience to happen to anyone else. I have attached our email correspondence below as well as my billing statement and snips from the company's website about the free trial.

  Business Response

  Date: 01/25/2023

  This customer was refunded in full on Jan 11, 2023. Thank you