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

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  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:07/02/2023

  Type:Customer Service 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.

  My business partner and I have been using Jotform for over a year. I am a licensed agent with Florida Blue and we created a form where insurance leads can be submitted. We receive anywhere from ****** insurance leads per day. We then reach out to each lead and qualify them for healthcare. These leads being submitted are done in person by referral agents. Our account was suspended without any notice or warning on Thursday. This has affected our business tremendously. We have no access to our leads! Leads that we have to pay for! We believed Jotform was a secure site. We believed in Jotform, but we cannot understand how a business can suspended your account without any notice, without a phone call! What kind of business doesn't have a customer service number?? We need answers! They promise a 2 hour response time on their website, but that is a lie! They have not responded to us since Thursday! We had a meeting scheduled this coming week to meet with ************************* on Zoom to upgrade to Jotform Enterprise (the most expensive plan). It's ridiculous how the response time is very quick when you are looking to upgrade your account, but not as timely when you have an issue with your account. We planned to have a long partnership with Jotform, but their lack of communication and urgency to our situation has really changed our mind about them. We have explained to them that this is affecting our business and they have shown no remorse. We have provided them with documents proving that I am a licensed agent with Florida Blue and we have received nothing back. There is so many complaints about the lack of customer service this platform has. I really wish we seen these complaints before. We will not accept for our account to stay locked and lose thousands of leads!!

  Business Response

  Date: 07/03/2023

  This Jotform user's forms were suspended/removed after we received a complaint that effectively accused the form owner of violating the law. We take no position as to whether there was such a violation, but we did remove the forms due to the actions of the form owner not being consistent with our terms of use regarding sensitive information (social security numbers would be part of that).

  We will work with the form owner and continue to communicate with them to attempt to resolve their concerns. We value them as a customer.

  ******************** Support
  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20266053
  
  I am rejecting this response because:

  We were never informed that there was a complaint submitted against us! If this is true then why did Jotform not inform us about this? Why did it take for me to file a complaint against them with the BBB for them to say something about us 'violating the law'. This does not make sense at all. Jotform does not have a customer phone number and I, someone who has been using Jotform have found it extremely hard to communicate with them, so I am not sure how anybody who is not using their platform would've been able to do that. If you value your customers then why have you still not responded to any of our emails where we have asked you what is going on! We have been asking for answers! We have wrote many emails explaining that this is hurting our business. That our clients need answers. That we need answers. Yet we have received nothing. The last we heard from Jotform was on Thursday when they asked for us to send in proof that supported our claim that I am a licensed agent with Florida Blue. We gave you the proof that you asked for. So why are you guys not unlocking our account? We have thousands of leads on your platform that we have to pay for and that you are not giving us access to. We are a small business and we have always been ethical and done things the right way. Nothing that we are doing is illegal and we have documents to prove that and we have provided them to you. Your lack of urgency with our situation is going to put us out of business.

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

  Business Response

  Date: 07/10/2023

  We have contacted this party and will deal directly with them on this matter.

• Initial Complaint

  Date:06/20/2023

  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.

  I have been having issue since December 2022 and now in June 2023 I still am having the same issue, getting the runaround being blatantly ignored and getting zero resolution. They want me to pay for JotForm Enterprise to get any real help, is what I can gather. But the problem with that is, why would I pay MORE when I'm not even getting the bare minimum support for a lesser paid subscription. That ideology is asinine. That's just like saying I know I haven't been paid for working my 40 hours a week for the past six months, but maybe if I work an additional 40 hours per week I will get my pay.Something happened with their system and their company in December and since then they refuse to acknowledge their glitches. Refuse to help their PAYING customers. And refuse to offer any type of alternative solutions as it pertains to resolving over the phone rather than putting in a service ticket online. I literally have SEVEN tickets that have been open for 6 months and received NO assistance. Even their chat box is sketchy. I try to get help using their chat, they talk to me for a couple minutes then the chat box COMPLETELY disappears and won't even reappear if you open another tab or refresh the screen. I've been told it's because the other agent lost internet connection, but never have I ever lost my entire window because someone else lost internet connection. Then they said the chat box only shows when someone is available, but if I'm actively in a chat, CLEARLY someone is available, so why would it disappear? I've been told lie after lie that "my issue has been escalated to the developers" but nothing is happening on ANY of my tickets.I used to get resolution for my issues within a week...even the complex ones, but now Jotform is just here to money grab; not to actually assist or correct issues.But since I have a PAID IN FULL subscription, I would still appreciate true resolution to all of the issues I've been having and continue to have without any resolution.

  Customer Answer

  Date: 06/20/2023

  Good Afternoon,

   

  I called earlier this morning prior to getting my complaint ID ********** and ****** said I would need to contact you in order to add additional information to my original complaint. That information is below:

   

  Today, I was in a chat session with one of their team leaders. And as you can tell from my other attachments, I have the chat transcripts sent to me at the end of the chat sessions as additional proof that I contacted them about my issues. It just so happens, today, they made sure I didnt get a chat transcript at all when it was probably one of the most robust and telling chat sessions I have had with them to date. It clearly showed their non-care to quickly resolve the issue and that I am still being given the run around and fed lies from this company despite my paid membership. During the chat, they kept making the chat window disappear and reappear again making is impossible to type anything. So I began typing my responses in other areas (such as ********* word) copying them and quickly pasting them in the chat window and pressing enter when it would appear and before it could disappear again. After my final message pointing out that I knew they were opening and closing the chat window, they ended the chat without a word, response to my messages, or anything else. And magically, I didnt (and still have not) receive(d) a copy of that chat transcript and its been hours when I ordinarily receive chat transcripts within seconds of an ended chat. Even the ones that disappear as shown in the attachment labeled 6-20-23. And giving them the benefit of the doubt, I even checked my spam/junk folder; but nothing.

   

  That missing transcript further proves they are sketchy and manipulate/hide items that make them look less than helpful. Proving they seem to have no intention whatsoever to do what they promise to do in their terms and conditions as well as what they advertise on their memberships in regards to access to and help from customer service.

   

  Thanks,

   

  -*************************

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

  ************ fax

  Business Response

  Date: 06/23/2023

  Our support staff have had multiple communications with this party. We are doing what we can to address their issues as expeditiously as possible. We have millions of users, and occasionally, a concern is raised regarding functionality or other technical issues that have not previously been raised, or if raised have yet to be resolved to the party's satisfaction.

  We will continue to communicate with this party and hope to provide resolution to their concerns as soon as possible.

  Jotform Support
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20209739
  
  I am rejecting this response because it is the exact same response I have been getting from all those who work in JotForm. There is still no contact that has been made independently nor has there been any resolution to the issues I have posed. Until the issues are resolved to completion, I will not be satisfied with the service we are paying to receive.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/23/2023

  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.

  Paid for a subscription via CC on Jan 10, 2023 On Jan 18th Jotform disabled my account for lack of payment. I have emailed them 10 times with supporting refences to show payment time and date. They have not replied or restored my account. They claim most emails will have a reply in 1.5 hours. Its' been days. I want the service I bought.

  Business Response

  Date: 01/26/2023

  Currently, the account is over the limit for the type of account the user has. As we've advised them, they must upgrade their subscription in order to increase their account limits and activate their account. Alternatively, they can delete the existing submissions to activate their account. As for our responsiveness, the user created **************************************************** these support threads, they stated that they upgraded their subscription to a Bronze subscription, but the user upgraded their OTHER ******************** account ending in ***308. To solve the issue, our agents refunded the $39.00 to the user so that they could upgrade their main account. Our support team has provided answers to the support threads the user created and we are happy to continue to communicate with this person to work toward a resolution.

  Jotform Support
  

• Initial Complaint

  Date:11/19/2022

  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.

  I purchase a round-trip ticket from ******* to ************* for the dates April 27, 2022 through May 6, 2022. The occasion was my granddaughters first communion. I contracted a highly contagious skin disease, and was told by my doctor that I should not fly for fear of contamination. I am formed ASAP which is the ticket vendor 24 hours in advance and provided medical documentation to prove my condition. I have been back-and-forth with these representatives and customer service for eight months now. I keep getting continuous emails stating that they are looking into it. Im asking for a refund since I was convinced to purchase insurance for the tickets in the event of a cancellation for any reason , I didnt do so but when I went to Claim a refund, I continuously get the runaround. I have dealt with countless customer service representatives to no avail. Im asking for your help and Im rendering a decision on my part. I will submit documentation of the tickets I purchased . Thank you.

  Business Response

  Date: 11/21/2022

  It appears that the complainant has mistakenly directed their complaint to Jotform, when it seems that this is some sort of travel-related dispute between the person and an airline or other travel provider and/or travel insurance company. Jotform does not operate in either of those areas. See jotform.com for a description of our services.