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:05/02/2023

  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.

  ***************************** Board Member ***************************************, Manager of Operations *******************************, Manager of Customer Support ***************************, *** CS manager the scam that you were running on my account. I signed up for this briefly on a free account and then I canceled it shortly there after and it was verified canceled you have since scammed me and charge me another $199.today. I spoke to *** and ***** who claim that a supervisor would call me and have not you continue to scam me and continue to scan my account below is the ********************** warning about your company. I am going to *** the *** ******* ******** personally unless I am refunded $199 now.Dear *******,Thank you for your Annual Plan purchase.Amount: $199.00 Account ID: **************************************** Account Email: ************************ Transaction ID: *********** ************ | XXXX-XXXX-XXXX-**** If you have any questions regarding this charge or need assistance managing your account, please contact Customer Support by replying to this email or calling ************. Retain this email confirmation as a receipt of your purchase.Thank you for being an eForms customer.Advertising Review:On February *************************** reviewed the advertising of Eforms.com located on eforms.com. The business was making claims of a free trial offer. BBB had requested the terms of the company's trial offer and cancellation policy. As of April 23, 2018 the business has not responded to BBB.According to BBB's Code of Advertising, any advertisement for a product or service that includes an offer to sell or provide consumers with additional goods or services under a negative option feature must include a clear and conspicuous disclosure of all material terms of the negative option feature.

  Business Response

  Date: 05/02/2023

  We are respectfully requesting that this complaint be removed due to inaccuracy of this reviewer's claims and repeated threats toward our company's employees based on personal activity completed and verified under his account. Furthermore, he is listing names of people that are not currently associated, nor ever have been associated, with our company, and continuing to harass our Customer Support Department.

  This customer registered an account under the email address, ************************ to activate a Monthly Subscription Plan on January 25, 2022. This plan comes with a 7-Day Free Trial for new members which was utilized to download a *********** Non-Disclosure Agreement (NDA) at 7:17 PM EDT. The subscription was immediately canceled the same day, January 25, 2022, following the download, and no charges were ever incurred on the account as the download and cancelation were completed within the Monthly Subscription's 7-Day Free Trial. The ** address for the activity on the account was from **.***.***.**.

  Roughly three months later, on April 29, 2022, this customer signed back into his account from the same ** address used for the initial account registration and download to save a NEW *********** Non-Disclosure Agreement (NDA). Upon completion of this form, the customer subscribed to our Annual Plan subscription and downloaded the form at 11:51 AM EDT on April 29, 2022, and his account was billed $199.00. The terms of the subscription and automatic subscription renewal (without a prior cancelation) are listed in our Terms of Use, as well as, reiterated at the time of download and activation. 

  We accept cancelations via phone, email, live chat, and directly through the customer's *********************** dashboard. All activity and communication are dated and time-stamped for record-keeping, and we do not have a record of any cancelation made on the Annual Plan, nor any communication stemming from this customer, until after the subscription's renewal charge was issued this past Saturday, April 29, 2023, at 12:01 PM EDT. The customer signed into their account at 1:01 PM EDT, canceling the subscription at 1:22 PM EDT after receiving our renewal notification. The customer then contacted our Customer Support Team, and threatening them via live chat and via email when our team attempted to explain why his account was being billed based on the activity stemming from the Annual Plan subscription on April 29, 2022. 

  Annual Plan refund requests typically need to be escalated for a supervisor's review and approval for response to be relayed to the customer within a ***** hour timeframe as the request was received over the weekend. Based on the amount of frustration and hostility shown by the customer toward our support team, they contacted management immediately, and confirmed, as a professional courtesy, we would refund his recent renewal charge of $199.00 from April 29, 2023, though there was no cancelation made prior to its renewal. We confirmed the cancelation and issued a $199.00 refund to this customer the same day, April 29, 2023. Our support team sent a cancelation and refund confirmation email to this customer on April 29, 2023, at 2:13 PM EST.

  I have attached the supporting evidence including the customer's activity log and document log, confirming all dated and time-stamped completed by the customer over the history of the account, all stemming from the same ** address. The account's transaction log is attached also, confirming the Annual Plan activation charge, the renewal charge, as well as the refund confirmation from April 29, 2023.

  - *****************, CCO

• Initial Complaint

  Date:01/10/2023

  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 did not renew my membership ********* but they automatically did it and when I reached out to you get my mom they refused to pay me back

  Business Response

  Date: 01/11/2023

  This customer's account was created and used to sign up for an Annual Subscription Plan on May 28, 2021. Nine (9) documents were created during the initial billing period. Per our Terms of Use, the customer's account is billed at the time activation and the Annual Subscription automatically renews at the end of the billing cycle, unless canceled prior. The terms of the subscription are reiterated prior to the initial download when a customer enters their billing information. Per this account's activity log, we have no record of any cancelation requests until the customer's email to our Customer Support Team following the annual renewal fee that was issued on May 28, 2022.  
  
  Prior to contacting us requesting a refund, the customer filed a dispute directly with PayPal. When a charge is being disputed through Paypal, it is placed into a 'HOLD' status while PayPal is conducting their investigation. Our Customer Support Team advised the customer to contact PayPal to let them know he has reached an agreement with the servicing party and would like to remove his currently disputed charge. We informed the customer that if ******'s investigation was closed prior to him removing his dispute, eForms must abide by the decision stemming from their investigation.

  By the time the customer contacted PayPal directly, they had already concluded their investigation and found the case to be won in eForms' favor. As it was decided by PayPal directly before the customer removed his dispute, *********************** had to abide by the decision stemming from their investigation. When the customer contacted us again on January 9, 2023, we informed him that we no longer had the ability to reverse the charge, as the case was found in our favor due to him not removing his dispute prior to PayPal's decision.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18716398
  
  I am rejecting this response because: I contacted them first before I called Paypal. I did not sign up for a renewal most likely it came in when I signed up in the beginning. They should be more transparent on their renewal options. Customer satisfaction is very simple but for some reason, they are acting weird keep telling me about pay pal decision. I do not agree with PayPal decision as well. If I have to I will take this case to court. It is consumer right to know the automatic renewal on the account. I did not receive any sort of communication on the renewal. Again very poor customer satisfaction I am not happy with their response. very unprofessional. 

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

  Business Response

  Date: 01/12/2023

  We understand your frustration, though we need to clarify that all of our subscription terms are fully transparent and listed in our Terms of Use which were agreed to upon registering an account. The terms of your specific subscription and renewal dates were reiterated at the time of initial download when entering your billing information, prior to activation of the subscription.  

  PayPal sends an automatic notification and confirmation of payment at the time of renewal. We did not receive a request to cancel until after the initial renewal charge was issued on May 28, 2022, and a dispute was already filed directly with PayPal at the time of receiving your request. We attempted to provide a solution to have you remove the dispute, so we could process a refund on our end, noting that if the dispute wasn't removed prior to PayPal concluding their investigation, we would have to abide by their decision. 

  As PayPal concluded its investigation prior to you contacting them, we were subject to adhering to their case ruling in our favor. 

  Based on the length of time between your recent follow-up from January 9, 2023, and the initial charge on May 28, 2022, we do not have the ability to refund the account at this time (even if PayPal didn't decide in our favor). It falls outside the refund policy timeframes imposed by PayPal, and we only have the ability to refund to the initial payment method used. I can confirm the subscription will cancel on May 28, 2023, and the account will not be billed again.

  I understand this is not the resolution you are seeking. If you wish to reactivate at that time, we would be willing to credit you for an additional one year term at no cost for the frustration, or credit all of your nine (9) documents as Single Documents ($405 value) so you have lifetime access to those forms at no additional cost. Please reach out to our support team if you wish to pursue either of these solutions.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18716398
  
  I am rejecting this response because:again i communicated with you and did not get a solution therefore i reached out to paypal. I do. I do not need credit. I will never work with eform in the future i will go further and file a complaint againts eform. When the times comes for renewal YOU have to notify your customer regardless if they sign up for auto renewal or not.i feel like you and other companies taking advantage of consumers. It is a principal thing now. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/03/2023

  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.

  Desperately need to dispute a transaction that took place on 12/31/2022 in the amount of $39.00 that I DID NOT inquire about. Authoritize or APPROVE OF!

  Business Response

  Date: 01/04/2023

  We are respectfully requesting that this complaint be removed as it was filed after we serviced this customer's account and already processed a refund as a professional courtesy. 

  
  The customer's account was originally created on December 14, 2022, to sign up for a Monthly Subscription Plan. The plan was utilized to create and download a ******** Residential Lease Agreement during the subscription's 7-Day Free Trial period for new members. If no cancelation is made within the 7-Day Free Trial, the subscription renews at a rate of $39.00/month per our Terms of Use. The terms of the subscription and trial period are reiterated upon the customer entering his/her billing information. 
  

  This customer reached out to our Customer Support Team yesterday, January 3, 2023, at 12:20 PM EST via live chat. Our team responded to her chat immediately, though the customer did not respond. Our agent reviewed the usage of the account and reason for the charge, though the customer was not responsive. We canceled the customer's subscription per her initial request on live chat. Due to the account only being utilized during the free trial period, a $39.00 refund was processed to her card ending in XXXX as a professional courtesy, sending the customer an email confirming the cancellation and refund at 12:33 PM EST, thirteen minutes after her initial chat was initiated.

  We understand that sometimes life gets busy, and customers sometimes forget to cancel. As the charge was within our refund policy timeframe and no activity was completed following the trial period, we processed the refund for the charge in question.

  I attached a copy of the live chat and email correspondence, as well as, the activity log on the account for reference. 
  

  Thank you,
  

  *** - CCO

• Initial Complaint

  Date:01/03/2023

  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.

  eForms offers a 7-day free trial of their monthly plan, after which users need to pay a $39.00 subscription fee each month. I never received anything to cancel the plan before they charged me.

  Business Response

  Date: 01/04/2023

  We are respectfully requesting that this complaint be removed as it was filed after we serviced this customer's account and already processed a refund as a professional courtesy. 

  The customer's account was originally created on December 23, 2022, to sign up for a Monthly Subscription Plan. The plan was utilized to create and download a ******* Residential Lease Agreement during the subscription's 7-Day Free Trial period for new members. If no cancelation is made within the 7-Day Free Trial, the subscription renews at a rate of $39.00/month per our Terms of Use. The terms of the subscription and trial period are reiterated upon the customer entering his/her billing information. 
   
  Due to the account only being utilized during the free trial period, a $39.00 refund was processed to her card ending in XXXX as a professional courtesy, and we confirmed her subscription, was canceled immediately.

  This customer reached out to our Customer Support Team yesterday, January 3, 2023, at 3:49 PM EST via email. Our team responded to her email seven minutes later at 3:56 PM EST, explaining the usage of the account, reason for the charge, and confirmation that a refund was processed. We understand that sometimes life gets busy, and customers sometimes forget to cancel. As the charge was within our refund policy timeframe and no activity was completed following the trial period, we processed the refund for the charge in question. 

  I attached a copy of the correspondence and the activity log on the account for reference. 

  Thank you,

  *** - CCO