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:05/02/2026

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  In December 2025, I subscribed to NetDocuments for my solo law firm and was surprised to learn at the last minute that I had to be locked into a two-year contract. I was also told migration was mandatory and that I had to use a specific third-party implementation partner with no alternatives offered. I paid $5,119.90. between the two companies in December 2025 alone.The implementation contract required a nine-week project timeline, a functional folder-based migration, and specific deliverables including migration reports and training. Nineteen weeks later, none of these have been delivered.Over the course of this engagement I attended at least seven Video meetings, multiple phone calls and exchanged at least 109 emails, more than half initiated by me following up. When I last got a platform representative on a call around April 29, 2026, we confirmed together that the folders in NetDocuments were empty, tens of thousands of documents were deposited loose without any organization or metadata (2 days earlier), and the client list was populated with courts and witnesses instead of actual clients. She stated on that call that the result was not usable and not done the way she would expect. But less than twenty-four hours later, after talking with the implementation partner, she claimed the documents were actually there all along. Now they want to go through another round of meetings, and waste more of my time. I have documented at least three material misrepresentations from NetDocuments in writing, and do not recommend working with them. I am requesting a full refund from both companies, deletion of all confidential client data, and release from the two-year contract.

  Business Response

  Date: 05/08/2026

  NetDocuments takes customer concerns seriously and appreciates the opportunity to respond to the complaint submitted by REMOVEDPLLC.

  
  Tayari Law PLLC entered into a two-year subscription agreement with NetDocuments beginning in December 2025. The client paid the first annual subscription fee of $2,665 in January 2026. NetDocuments has remained prepared to provide the contracted software services consistent with the terms of that agreement.

  
  The concerns outlined in the complaint primarily relate to the clients implementation experience and document migration. Those services were provided by an independent NetDocuments implementation partner, REMOVED, under a separate Statement of Work agreed to directly between the client and the partner. That engagement was for an Express migration package, which migrates documents as they exist in the source system. As designed and within the agreed scope, documents were migrated into designated import folders within each workspace.

  
  Following the migration, NetDocuments and the partner took multiple steps to support the client, including:
  - Reviewing the migration results with the implementation partner to confirm alignment with the signed Statement of Work.
  - Offering joint meetings with the partner to review document placement and next steps.
  - Offering training sessions to explain the setup, navigation, and post-migration best practices.

  
  These offers of collaboration and training were declined by the client. Despite this, NetDocuments followed up in writing to explain where documents were located and proposed additional review sessions, which did not receive a response.

  
  At no point was a determination made that the NetDocuments platform itself was unusable. Any statements regarding usability were made in the context of the clients immediate experience locating documents prior to a full configuration and training review.

  
  As a goodwill effort to help resolve the situation, the implementation partner has offered a full refund of its professional services fees. NetDocuments is currently reviewing the clients request for a full refund of NetDocuments subscription fees in the context of the contractual terms, the services delivered, and the overall engagement history.

  
  NetDocuments remains committed to working toward a fair and reasonable resolution and is willing to continue discussions with the client regarding next steps.

  Customer Answer

  Date: 05/11/2026

   
  Complaint: 24809961
  
  I am rejecting this response because: NetDocuments response does not match the record.

  I paid for a year in advance, spent more than five months trying to get the platform working, exchanged over one hundred emails, and participated in nearly a dozen calls and video conferences. After all of that, I still did not have a usable platform.

  NetDocuments' response falsely suggests that no one from the company concluded the platform was unusable. This is belied by the record. On a recorded April 29, 2026 video call, REMOVED, NetDocuments Delivery Success Manager, spent approximately thirty minutes trying to locate my documents with me. During that call, she stated: I understand how this would be unusable, this is not usable, [the REMOVEDmap it correctly, in my opinion, and this was not done the way that I would expect it to be done. The recording and transcript are preserved.

  NetDocuments also states that its implementation partner, REMOVED, offered me a refund. I have no written or verbal refund offer from either NetDocuments or SpringSolutions. While SpringSolutions separately confirmed in writing that it deleted the temporary copies of my files from its servers, they told me to address the remaining data-related issues with NetDocuments.

  That distinction matters. I sent written requests on May 2 and May 11 asking NetDocuments to permanently delete my data. NetDocuments did respond, but not by confirming deletion. Instead, in a May 11 email, Ms. REMOVEDstated that NetDocuments would not delete the data until the contract request is finalized. A vendors duty to protect and delete a law firms data should not depend on whether the firm agrees to continue using a platform that was not usable.

  My request remains straightforward: refund the prepaid subscription fees, permanently delete all of my data in NetDocuments possession, custody, or control, and confirm that deletion in writing.

  In my experience, NetDocuments took payment but did not deliver a usable product, and the support process consumed an extraordinary amount of time with NO results. Law firms evaluating document-management vendors should proceed with caution - your time will be wasted.