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Business Profile

Computer Software Developers

Palo Alto Software Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/13/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Consumer Complaint Letter Unclear Billing ********************** Refund Handling To Whom It May Concern,Im writing to formally raise a complaint against LivePlan (Palo Alto Software) regarding their unclear and undisclosed billing practices, as well as their inadequate response to refund requests.I initially signed up and only used the platform during the trial period, after which I did not continue using the service. However, I was later charged unexpectedly due to what appears to be an auto-renewal policy that was never clearly disclosed.There was no mention on their website or pricing page that the subscription would automatically renew. There was also no communication whatsoever about upcoming charges, no reminders, and no invoices, which effectively prevented me from canceling in a timely manner.This unexpected charge caused significant issues for me:My credit card was restricted (and later was cancelled) by my bank in *****, and due to the 14-hour time difference between the **** and my bank in *****, I was unable to resolve the issue quickly.This situation further led to a negative impact on my credit score all stemming from recurring charges I was never made aware of due to their poor and unethical billing practise.I reached out to ********* support team multiple times clearly requesting a full refund for the four months I was wrongly charged for especially since I hadnt used the service beyond the trial period. Yet, I was only refunded one month, which is disappointing and unreasonable given the **************** is unacceptable for a company to:- Hide or fail to disclose auto-renewal policies - Not provide any form of billing reminders or invoices - Ignore fair refund requests, especially when the service was not even used I believe these practices violate basic consumer rights and transparency standards, and I urge the appropriate authorities to review this matter further.Sincerely,***** ***** ************************

  • Initial Complaint

    Date:05/23/2023

    Type:Billing Issues
    Status:
    Answered
    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 found and tried out this website on same day. It did not have what I needed so i canceled my subscription same day. They still charged me for subscription $288.00.

    Business Response

    Date: 05/30/2023

    This customer contacted us outside out 35 day refund policy. It was escalated to our accounting department and a refund was issued on May 30, 2023.

  • Initial Complaint

    Date:12/21/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Business plan writing software from Palo Alto Software. They disabled each version of their software not long after they sell it, providing a continuous income stream for themselves at the customer's expense. Recently they disabled my software I purchased from them little over a year ago along with all the rest of their customers. I purchased this software early last year (Business Plan Pro Premier and ****************** Plan Pro) in early 2021. They pre-programmed it to break or be disabled shortly afterwards without letting me know at point of purchase. (Please see most current email they sent me justifying their actions and my response). they took my money under false pretense while developing a subscription based service. This company has a long history over the last 20 years of pre-programming the breaking of their software thereby making it obsolete to their customers, or every version of their software beginning in **** as I have had to make new purchases after they pre-programmed them to break (please see my history of purchasing new versions from them.

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 checked out their software Live Plan. It was not what I wanted. I did a trial and tried to cancel and they would not refund me even though I never used any of their software I merely glanced at it and it was not what I wanted. I told them I wanted to cancel and they said that I had already been charged and that they dont care if I used it or not. Extremely deceptive. People should be aware of this.

Palo Alto Software Inc is NOT a BBB Accredited Business.

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