Complaints

This profile includes complaints for Jotform's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jotform

  4 Embarcadero Ctr Ste 780 San Francisco, CA 94111-4102

• 

  Jotform

  111 Pine St Ste 1815 San Francisco, CA 94111-5626

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:09/11/2024

  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.

  Jotform has not provided adequate support to solve a problem with their product. The product is unusable to me and yet theyve denied me a refund.

  Business Response

  Date: 09/12/2024

  We have issued a refund to the customer.

• Initial Complaint

  Date:08/18/2024

  Type:Sales and Advertising 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.

  This site is not allowing me to delete my account. It seems this is deliberate.

  Business Response

  Date: 08/19/2024

  Our platform does not currently allow for those who fill in another's form to delete the form.

  We are taking steps to have this person's data deleted, and are notifying them.
  

• Initial Complaint

  Date:07/31/2024

  Type:Delivery 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.

  Received 2 emals from noreply Jotform to fill out form because $399.90 had been paid by me for a Noton Symantec subscription/renewal. Wanted me to fill out a form.I have never ordered or considered ordering Norton software. I had not paid $399.90 to anyone. They were fishing for my personal information.Email had a local 816 area code for a call number.

  Business Response

  Date: 08/01/2024

  This party apparently received an email from a third party, asking them to fill out a form that was hosted on the Jotform platform. Jotform did not send the email. We have requested that this party provide us with the url/link of the form at issue, so we can remove it. Our terms of use prohibit using forms for scams.

  Jotform Privacy Team

• Initial Complaint

  Date:07/23/2024

  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 requested assistance repeatedly from customer service. I pay $30/month for ********************'s services; however, each time I have asked for assistance with their forms, I have been disappointed. They do not seem to understand their own system and simply ignore requests when they can't answer. The problem is that once a company has spent time and money using the registration forms - developing them, accessing data, etc - pivoting to another form company is difficult. Jotform takes advantage of this my offering poor customer service. I regret ever using this company.

  Business Response

  Date: 08/02/2024

  We are attempting to obtain information from this person that would help us identify them, and if they have or are using our platform, what issues they may be experiencing. We want all users to have a good experience on our platform.
  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22034854
  
  I am rejecting this response because: The response simply indicates they are attempting to identify me? Someone from their company has been emailing with me for the past day and has clearly identified who I am and that I am a customer. I don't understand this response from them and do not see how it resolves any problems.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/12/2024

  We have identified this person, and our support channels are assisting her.

• Initial Complaint

  Date:03/05/2024

  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.

  ************ is an IT company based out of ******** that has subscription to the jot forms portal for several years. The company uses this portal for its employees to submit their time sheets. The annual subscription charges are $190.00.On Oct 2023, jot forms charged $190.00 towards the annual subscription to the company's ***** ********** credit card. In November 2023 , jot forms billing, again charged $190.00 towards subscription charges.************ sent several email to the customer support to cancel the duplicate charge of $190.00 asking for a refund. There was no response from the customer support. *********************** does not have a customer service number wherein the customer can call and resolve any issues. Everything has to be done through emails ONLY.After several failed attempts of trying to connect with the support team through emails, ************ reached out to the ***** Fargo Credit Card dispute center and disputed the charges of $190.00 that was charged twice. **** accepted the dispute and credited $190.00 back to the company's account.Since them *********************** team has put the account under suspension. Attached is a screen shot of the email received from the jot forms support center.The relief that we are seeking are as follows: 1. Explanation for charging our account twice 2. Removing the suspension from our account and give us access to the portal. Our employees are not able to submit their time sheets and this is effecting our business.If you have any questions or need more information, please contact me at ********************* or call me at **************.Thank you for your time and attention in this matter.Sincerely,~ vidya

  Business Response

  Date: 03/06/2024

  We understand this customer's concerns, but there seem to be some misunderstandings.

  We have in fact communicated with the customer about these issues.  We have also investigated the issue, and found out that there are 4 Jotform accounts related to this user. This party appears to be under the impression that they have only one account, and perhaps that's why they expected only one charge. Branta / BrantaGroup have one account each, one of which was a free account. There are two other accounts also.
  

  The Branta account was a Bronze level account, hence the usual charge for that. That account was renewed per our terms of use, and when the customer disputed the renewal charge, as they say, their bank apparently did a charge-back. 
  The still-active BrantaGroup account was initially a Bronze level account, hence the usual charge for that also, but that account was later downgraded to a free account, so there are no charges associated with a free account.
  There was/are two other still-active Bronze level accounts associated with this party, with user names of vid******v5 and v*g, so there have been the usual charges for those accounts. 

  We hope this information helps the customer understand these things better, and we remain willing to communicate with them via ********************************** and/or in the current online discussion.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21388493
  
  I am rejecting this response because:

   

  We have 2 companies 

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

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

   

  We need only 2 accounts, one for ************ and one for *********** .

  If there more than that those need to be closed.

  Is Jot Forms saying that one account of ************ is active ?  If so which one is that ?  Wec are not able to access any account for ************.  Request Jot forms to share the log in credentials.

   

  Thanks for your help in this matter.
  
  Sincerely,
  
  **********

  Business Response

  Date: 03/07/2024

  Customer, please continue to communicate with us directly using the email address we have been using, and/or via the Jotform answers page. BBB is not set up to act as a messaging app between consumers and companies, so we can't use it for that.

  Thank you.

  Jotform

• Initial Complaint

  Date:02/09/2024

  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.

  I was scammed by a person offering me a job. Sent me a link to job form and I filled it out. My drivers License and SSN. This is unethical because anyone can creat a form on there then get all the info they want from someone. There are no logins or securities at all. This website should not exist.

  Business Response

  Date: 02/13/2024

  We understand this person's concerns, but the vast majority of Jotform's millions of users/customers use the website and their forms for legitimate purposes.

  Like all websites where people can post things that the public can see, there is a chance that someone could ask another person to submit their personal information, for illegitimate purposes.

  We appreciate this person bringing this matter to our attention. We will contact her and take steps to delete her information, if we have it.

  Jotform Support
  

  Customer Answer

  Date: 02/13/2024

  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,
  
  
  
  Sara ******

• Initial Complaint

  Date:11/30/2023

  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.

  Had a gentleman call me and said he was sending it to be filled out and he was from anyday cash loans. Asked him why it went to my spam folder and he said they had no control over that. Said the form needed to be filled out to verify thatvI was the legit holder of my bank account and that I was not trying to open up a loan in someone else's name. I refused to fill it out. Said I was not comfortable doing that and he said it was my choice he was not forcing me.

  Business Response

  Date: 12/01/2023

  Dear *****************,

  Please contact our support team at *********************************** along with the BBB complaint ID **********, and with further information about your account, so we can find the form that you've reported the party used to try to scam you. We will investigate it. We take abuse of our platform very seriously, and we will suspend those who violate our terms and/or your rights.

  Jotform Support Team

  Customer Answer

  Date: 12/01/2023

  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:11/08/2023

  Type:Order 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.

  Unfortunately my business closed due to unforeseen circumstances right after renewing an annual subscription (on August 9 2023), so I asked for a refund. They refused to do so, because the 30 days have passed and they cannot do it "because it violates their terms and conditions" (in their words). Come on, this is well understood that when closing a business there is a lot going on and canceling a subscription is not the first thing on top of the mind to deal with, but they don't care. "It violates their terms", so they are simply bound and unable to help, really.

  Business Response

  Date: 11/20/2023

  We understand this person's concerns, and are sorry to hear about their business closing, but the requested refund is not consistent with our policies, which require that the refund request be made within 30 days of opening the account. The request in this case was long after that.

  We wish the person all the best in their future business endeavors.

  Jotform

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20842898
  
  I am rejecting this response because: The cancellation request was not "long" after 30 days, but one month after. After the service was not used since renewal. This practice of tricking in to renew for a full year and not refunding when it was not used at all by a company that consider themselves to be reputable should be strongly condemned. I would even consider trying a class action lawsuit.  This is over $250 for nothing!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/15/2023

  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.

  Rental property advertised yet said my email is invalid and texted a link to pay applications fee with no sound basis to move forward with renting.The email is working fine

  Business Response

  Date: 09/18/2023

  Jotform is a website where people can create their own custom forms, and then send the links to those forms to others to fill out and submit their information on the form. The forms appear on the Jotform website, but are not generated or offered by Jotform. Our terms of use prohibit the use of forms to scam others, so we have removed this form. Jotform is not responsible for the content of the form in question.
  

• Initial Complaint

  Date:09/13/2023

  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.

  Paid for a service that is not working. No useful or meaningful responses from their "customer support". They provide NO status updates other than "it has been escalated". There is no option to speak to a manager or anyone at the company. There is NO timeline provided for resolution of the issue. Recently upgraded from Silver to Gold - as when things work properly, it works well and issues are generally few. However, when the service breaks, it routinely takes months to weeks to get a meaningful resolution. At times they fail to provide update or resolution at all. Meanwhile, you'll have to find your own solutions, "support" is laughable and no help at all. Latest issue has been ongoing for 3 weeks, again with no progress or useful updates. "We're working in it" is not a MEANINGFUL update. This is not information I can use to update my field staff and it is not information I can share with partners to set an expectation of problem resolution. Due to this lack of communication alone I would NOT recommend them to anyone else. Do not build your systems around their services as when there is a problem - there is NO consideration or sense of urgency to resolve your concern. I would even accept a queue number. "Your issue is #1,239 out of ***** issues at this time." But NOTHING. No one is assigned to work with you and you get different canned responses from different people each time you check on the problem. Half the time they get the issue completely wrong. Abysmal service. Useless, patronizing and canned replies, just to be able to say "we're communicating with this person" - they're not. They're putting you off hoping you solve the problem yourself. I need someone to actually FIX the problem and tell me what happens next if they can't. The product is broken. I paid for a service. I am owed a functional product and meaningful response when there are issues. There HAS to be some kind of expectation for resolution.

  Business Response

  Date: 09/18/2023

  The issue identified by this party has been resolved. The party raised other concerns, which we have acknowledged.

  Issues raised by users of our platform are timely addressed and, where resolvable, we do so as soon as possible.