ComplaintsforFoxit Software Company

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have now spent about 12 hours, and have been in contact with three customer service reps, trying to cancel what started as a free trial. I have been billed monthly for three conscutive months after canceling and receiving confirmation of cancellation. Their website does not let me remove my credit card information or other personal data and my many written and verbal requests that they delete my information have been ignored. I do not know what to do.

  Business response

  07/11/2024

  Hello the requested subscriptions have been canceled and refunded. Please let me know if I can answer any other questions

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a subscription for PDF editing from FoxIt. I was billed twice. I have contacted FoxIt and they do not see that I was billed twice on their end. I have sent them screen shots of my credit card statement. I have made phone calls, emails and absolutely no help. The subscription was purchased on May 1, 2024. My credit card company has been helpful ************* and has filed two separate investigations on my behalf trying to resolve this. I am reaching out to BBB simply because I feel I need more help.

  Business response

  07/05/2024

  Hello we received two orders from the following customer , Order *************** and SB24A20238-F988. For order SB24A20250-2697 we received a chargeback and this was canceled and refunded. If we cancel and refund order SB24A20238-F988 this means both orders will be canceled. Is this how the customer would like to proceed. 
  
   
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased FOXIT PDF Software a couple of months ago for our employees. We have had constant issues with compatibility with Windows 11. Support is difficult to contact. It is not clear on how to cancel a subscription on their webpage.

  Business response

  06/24/2024

  I hope this message finds you well. I'm reaching out to you in response to your recent request for a refund on your subscription.
  
  We value you as a customer and appreciate your support for our services. However, after careful review of your account, it has been found that a significant portion of your subscription term has already been utilized. The following subscription was purchased 2023-07-14 for a yearly period which expires 2024-07-13. During the period of the subscription the customer  submitted 9 support request which all were answered in a responsible time. The request for a refund was presented 6-5-24 11 months into the subscription.

  
  As per our company's refund policy, we are unable to process refunds after a certain period of usage has been reached. This policy is in place to ensure fairness and maintain the quality of our services.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a free trial. This company refused to cancel they owe over $160I am contacting an attorney if they do not refund me my money.

  Business response

  05/29/2024

  Hi ********,

  You signed up for IDox monthly subscription product on March 13th for $79.00 per month. 

  We received your cancellation request 5/15/2024. Immediately the next day, Foxit released the refund $160.

  May i please get more information to whom you requested for your refund that take that long to reach us?

  We will investigate further to ensure this miscommunication is addressed and corrected internally in order to prevent form happening again. 

  Beside, this is our newest business unit added to Foxit. Your complaint definitely give us insight on the improvement we need to patch. 

  We hope you can give us another chance to serve your needs. Meanwhile, i will get back to you directly once the issue is troubleshoot. 

   We sincerely apologize for the delay in addressing your refund issue. 

  Thank you,  
  

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

  Order Management Lead

  Foxit Software, Inc. 

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a quote for the purchase of several Foxit PDF editors in April 2023. I clicked the link to pay for the order by credit card in October ******************************************************* the amount of $1,105. However, by the time I paid the invoice in October 2023, the quote had expired which is my fault. Foxit said they could not honor the quote which is understandable but they did process the payment on my CC. I requested that the funds I paid to Foxit via credit card be returned to my credit card. My sales representative, ******************* *********************************************************** requested a refund for the purchase price in October 2023. Askia requested that Nway Nadi ********************************************************** process the refund request with the finance department. I have followed up with several emails to Askia but the refund has yet to appear on my credit card. The order number in the foxit system was order(SO231030AP015) Order Reference: Q-***** - ***************************.

  Business response

  02/02/2024

  Dear *******, 

  My name is *****************. I am the order and license manager in **********************.

  First of all, thank you for bringing this issue to our attention. i am sorry for the inconvenience and frustration you encounter doing business with us. As i investigate on your complaint, i notice you had is an issue with refund request for which we have delayed in responding your refund requests.

  Once we got your complain on January 21st, I had one of my team escalate this matter last week. If you please check your credit card that you used to remit for the payment, you will find the amount you paid has been credited back to you. I attached a copy of refund record in for your refund. 

  Meanwhile, we have improve our communication channel to prevent another incident in the future with our other customer. Should you have any further concern, please feel free to reach out to me. 

  Sincerely,

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

  Foxit Software, inc. 

   

  Customer response

  02/05/2024

  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,
  
  *****************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Foxit PDF Editor Pro for Windows on 07/26/2021, at this time Foxit was offering a one time purchase for all features. The PRO version received all of the updates with upgrades to software since purchase, and before Foxit changed to subscription based for new customers in September of 2022, when they released version 12 for new clients. All of this information can be found on Foxit website archives ********************************************************************. Upgrading to version 12 was OPTIONAL, and required ***************** if customer wanted to upgrade to new version with updates. The customer's that don't want to pay a yearly subscription, had the services they needed with software version 11, which they are still supporting with updates as recent as May 31, 2023 (V11.2.6.53790). My desktop was involved in a ransomware attack and I lost my entire C drive, containing my Foxit program. It's been two weeks now, asking Foxit to reinstate my services that included eSign, ability to attach to email with signature, and other features prior to company changing to Pro + license. Now the ********************** won't give me the same features that was purchased, and supported before with my other desktop. This is impacting my workload and ability to estimate for my company, Foxit program is used frequently. I can't sign bid, send to my customers, and customer service continue to tell me I must purchase the subscription now to get those features. The website contains all the archives of adding the features that I am missing and needing. Purchase price for software in 2021 was $213.42. July of 2021 they released signature, October 5, 2021 releases *********** to software update, Aug 16, 2021 released Redaction and more. I have tried to resolve this with all the same information provided with their own website archives showing the features and releases, It's impacting my business and ability to complete bids for customers. **************** level 2 *******************, refuses services.

  Business response

  07/13/2023

  *************************: I spoke with customer today and identified what product was purchased.  The functionality he has used and identified as an issue is still available but has been relocated.  Provided version that is complaint and will verify the customer is now capable of how and what was done previously.

  Once again this issue seems to be a misunderstanding on both parties part as to how and what was in use.

   

  This issue should be resolved to the customers satisfaction.

  Customer response

  07/14/2023

   
  Complaint: 20311134
  
  I am rejecting this response because the facts are incorrect:  The company is diverting the functionality to another function the system has, not eSign has indicated and requested.  Tech support was supposed to send me a download to another version, that was they "think" will bring back the functionality that is missing.  No email was received by tech support. We are still sitting with the same problem addressed originally, with no resolution.  They are more concerned about closing out this report, than actually helping the resolve the customer's needs.  The function showed by technical support is NOT from eSign tab as it previously has worked for the previous 2 years without issues. The only change has been I lost my original software download on the other desktop that was lost during ransomware attack.  The purchased license from July of 2021, was reassigned to new download software that it's not compatible with and functions don't work the same as the purchased agreement and contract.  Honor your contract and legal liabilities to provide the same system functionality, otherwise refund my money and I'll gladly switch to a different PDF provider.  This customer service is terrible, and have to file BBB complaints for any action to take place. 

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

  Business response

  07/17/2023

  To Whom it may concern;

   

  This customer was contacted directly by ************************* and *******************.  Foxit confirmed what the customer has purchased and explained the same functionality he indicated was no longer present was still available and demonstrated how to access it, in addition an email was sent on 7/13/2023 with a link for a build that had the feature as previously used.  Along with this it was confirmed the customer had never purchased the ESign functionality (but had trialed it and used 2 of 5 documents in May 2023),

   

  Once again it was demonstrated how to use the feature as desired.  The email with the download link was sent on 7/13/2023 with a followup email the following day to confirm receipt.

  Please see the following:

   

  From: ************************* <************************************************************>
  Sent: Monday, July 17, 2023 7:13:53 PM
  To: *************************************************************;<***********************************************************;
  Cc: ******************* <*********************************************************>
  Subject: Re: Foxit PDF Editor V11 Fill & Sign Testing
  
  ***********;
  
  The following Email was sent on Thursday 7/13. 
  
  Your response to BBB seems to be inaccurate and Foxit has attempted to rectify the situation to provide the exact functionality you have purchased. 
  
  I am happy to discuss further but believe Foxit has and will continue to act in an honorable fashion for all our customers. 
  
  
  
  I am rejecting this response because the facts are incorrect:  The company is diverting the functionality to another function the system has, not eSign has indicated and requested.  Tech support was supposed to send me a download to another version, that was they "think" will bring back the functionality that is missing.  No email was received by tech support. We are still sitting with the same problem addressed originally, with no resolution.  They are more concerned about closing out this report, than actually helping the resolve the customer's needs.  The function showed by technical support is NOT from eSign tab as it previously has worked for the previous 2 years without issues. The only change has been I lost my original software download on the other desktop that was lost during ransomware attack.  The purchased license from July of 2021, was reassigned to new download software that it's not compatible with and functions don't work the same as the purchased agreement and contract.  Honor your contract and legal liabilities to provide the same system functionality, otherwise refund my money and I'll gladly switch to a different PDF provider.  This customer service is terrible, and have to file BBB complaints for any action to take place. 
  
  
  *************************
  SVP ********
  Foxit Software Inc
  
  (Sent from my Mobile Device)
  
  Tel: 1 ************
  ************************************************************ | www.foxitsoftware.com
  
  (Sent from my mobile device)
  
  From: ************************* <************************************************************>
  Sent: Saturday, July 15, 2023 9:24 AM
  To: ******************* <*********************************************************>; ***********************************************************;***********************************************************;
  Subject: Re: Foxit PDF Editor V11 Fill & Sign Testing 
  
  ******,
  
  Hope this note finds you well, I wanted to confirm you were able to validate v11 and the functionality you previously utilized.
  
  Thank you and Foxit appreciates your trust and patience as we address your concerns.
  
  ******
  
  ******
  
  MAXIMIZE SAVINGS, MINIMIZE SACRIFICE!
  
  
  ***************************
  SVP ********
  
  ***********************************************************************************
  Tel: ************ Cell: ************
  ************************************************************ | www.foxit.com
  
  
  
  This email may contain information which is privileged, confidential, legally privileged, and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. It is also the sole responsibility of the recipient to ensure that the email is virus free and no responsibility is accepted by Foxit Corporation, as applicable, for any loss or damage arising in any way from using this email. If you received this email in error, please immediately contact the sender and destroy the material in its entirety.
  
  
  From: ******************* <*********************************************************>
  Sent: Thursday, July 13, 2023 1:58:29 PM
  To: *************************************************************;<***********************************************************;
  Cc: ************************* <************************************************************>
  Subject: Foxit PDF Editor V11 Fill & Sign Testing
  
  Hey again ******,
  
  Thank you again for your time today! I have the Foxit PDF Editor V11 installer for you below:
  ************************************************************************************************************************************************
  
  Please uninstall your current Foxit PDF Editor and install **** so you can test using the version you previously purchased. You can then sign a PDF using the Fill & Sign tool while also being able to edit it afterwards.
  
  Sorry again for the confusion with eSign and hope to talk soon!
  Best,
  *******************
  NA Presales Manager
  
  ***********************************************************************************
  ********************************************************* | www.foxit.com
  
  
  
  This email may contain information which is privileged, confidential, legally privileged, and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. It is also the sole responsibility of the recipient to ensure that the email is virus free and no responsibility is accepted by Foxit Corporation, as applicable, for any loss or damage arising in any way from using this email. If you received this email in error, please immediately contact the sender and destroy the material in its entirety.
  
  

  ******

  Customer response

  07/20/2023

   
  Complaint: 20311134
  
  ************************* is attempting to confuse BBB with two separate licenses, that he is trying to claim to be one single he is trying to resolve.  May of 2023, I was using a trial license due to my desktop being damaged and in the shop for repairs.  When my new desktop was finished being built i requested Foxit to remove my purchased Pro license my old desktop and re-instate that same license from July of 2021 where all the features were present and functioning until March of 2023 when the computer issues started.  Again the comments from Foxit are very misleading and misrepresented.  "Along with this it was confirmed the customer had never purchased the Esign functionality (but trialed it and used 2 of 5 documents in May 2023".  This statement completely ignores the facts that I have had a prior license with all the ESign features purchased in July of 2021.  This statement alone shows how unethical business practices are being used at Foxit headquarters. In attempts to mislead companies like the BBB, and consumers that they have prior contracts that must be honored, prior to any of their new subscription features. 

  ****** had the technician ******************* call me on 7/13/2023.  *** only walked through OTHER options to sign the document, BUT not ESign feature that was working each day since August 2021 to March of 2023 without a problem.  The facts are that eSign feature was given to their customers free of charge, who had purchased licenses with them that did not require a subscription. This is factual evidence located on Foxit website, within archives releases, as I have shared multiple screenshots of their website within multiple attachments on this case.  *** failed to demonstrate my ability to use eSign signature, without errors of saving the document or sending the signed document within Outlook.  Foxit wants to mislead BBB with their alternative ways, and not address the reason for the complaint is eSign feature not working.  *** failed to complete the request, which is why *** told me he would send me an email with another version of Foxit.  If the feature was successfully demonstrated as Foxit is claiming within their last email, there would have been no reason for *** to attempt to resolve the issues by sending me another version. These details should speak volumes to what type of leadership Foxit is demonstrating to the BBB.  The leadership is stating to BBB everything was fine and successfully demonstrated. Foxit is showing a pattern of legitimate misleading lies, and there was no email received from Foxit on 7/13/23.  The only email received was from BBB for an update, claiming everything was completed. 

  So if there is no email received by Foxit on 7/13/23, that also means the statement claiming "it was confirmed to the customer" is also misleading to the ********************.  Attached are my emails from Foxit through outlook.  There was no email received with link on this day, therefore factually there would be no possible way that I was able to confirm anything to Foxit, therefore this statement is falsified. I am providing factual evidence to support my claim, Foxit continues to mislead the evidence by claiming my trial version is the only one they are going to acknowledge.  But that's not the one in question, I'm fully aware the trial version takes a subscription upgrade.  I didn't buy it, because I had a prior contract and software outright purchased without this requirement.   

  ************************* was not present during the remote session with *******************. If ****** was present, he would have known firsthand that we did not resolve the issues, therefore it required another attempt to try to send different software in an email that was never received. If resolution was completed as ****** is stating to BBB, there would have been no reason for a follow-up email at all by Foxit.  This follow-up email that is missing is evidence that there is still open issues between Foxit and that this BBB complaint is still open and valid.  One of us is providing evidence to support their verbiage, the other is displaying unethical claims to mislead BBB investigation team. 

  BBB needs to make a ruling on this, it's a waste of my time to continue to prove with evidence where Foxit is under contract to provide the same services that were purchased under invoice # IN21072614149 on 7/26/2021, order number OL21072616096 for $213.42 - Foxit Editor Pro Windows 11.  The evidence of the e-Sign features are located in the archive directory located on Foxit website.  I can provide hundreds more bid documents between August 2021 to March of 2023 that are bids I used my signature and was able to send with Outlook and also save the *** with signature present.  Both of these functions do not work with the current software. 

  *************** is another 2nd level online support that has been trying to resolve this issue since it started.  Again they are still ignoring the original license purchased, and continue to discuss the May 2023 trial version downloaded temporarily to my laptop, while my desktop was being re-built. Two separate licenses and not what this claim is currently regarding.  See attached, ************************* acknowledges eSign is different than other signature items of Foxit.  ************************* was not present during the remote session with *******************. If ****** was present, he would have known firsthand that we did not resolve the issues, therefore it required another attempt to try to send different software in an email that was never received. If resolution was completed as ****** is stating to BBB, there would have been no reason for a follow-up email at all by Foxit.  This follow-up email that is missing is evidence that there is still open issues between Foxit and that this BBB complaint is still open and valid.  One of us is providing evidence to support their verbiage, the other is displaying unethical claims to mislead BBB investigation team.  
  

  Consumer review websites will be notified of Foxit's unethical behaviors, and how management will mislead BBB complaints with frivolous lies and falsified statements.  That should work well for their reputation, glad to see true motives and intentions of big business. 

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

  Business response

  07/20/2023

  Foxit has attempted to remedy (and will continue to do so) the customers situation. I have personally verified what was purchased and attempted to have the exact version purchased. The Esign functionality the customer is referring to is through an acquisition of *********** this did not occur until October 2021 (********************************************************************************************). 
  

  This functionality was not present in the product/version purchased (7/26/2021). 
  

  I am disappointed the customer is not satisfied as we have attempted to provide the functionality as desired. 

  Customer response

  07/24/2023

   
  Complaint: 20311134
  
  I am rejecting this response because: Foxit provided the eSign feature as an free update for customers that have purchased Editor Pro.  Foxit still trying to defer their responsibility to customers who purchased one time software for stated amount, prior to subscription.  
  
  Sincerely,
  
  *********************************

  Business response

  07/25/2023

  I have spoken to ****** (7/24/2023) and explained Foxit Esign (Digital Signature vs Electronic Signature) and what was/is provided with the version of Foxit Editor he purchased.  ******* was going to install the version provided to him and validate the functionality he as using is still available and addresses his concerns.

  Customer response

  07/28/2023

   
  Complaint: 20311134
  
  I am rejecting this response because:  Haven't had time to install the other software this week. keeping this open until I am able to verify if this worked and fixed as requested. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a paying customer of a product called PhantomPDF for the past three years. I had a current subscription via the ********* Store that was billed on April 22, 2023 for ****** USD. This same amount was also charged in 2022 and 2021 as well as I have maintained this subscription all along. However, this company has not updated the app, seemigly ever. I found out recently that this version of the app isn't even available for download on the ********* Store anymore. I called the company and the agent claimed he would resolve it for me. That was about a week ago and nothing has happened since. I have emailed twice to support which according to their website is a 24x7 operation. No response to either emails. Do I simply need to dispute the latest charge with my credit card? I will be happy to do so since Foxit is not responding nor are they helping at all. As a long time customer, this is seriously disappointing for someone who has spent over 350 dollars with this company. Can the BBB help? Thank you.

  Business response

  05/22/2023

  Email sent to customer after phone call.  Listened to issue and will follow-up accordingly.  Customer has been provided the latest version of Software

  Customer response

  05/22/2023

  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

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A sales representative named ***************************** from Foxit has attempted to trick recipients of their email into thinking a conversation has already been started when one has not. I had no prior communication with them, nor did I ask to be pitched any of their services. ******************** sent an email with the subject, "RE: ****, sorry we missed you". I had never, and have no intention of ever, working with this company, and I find it highly unethical that they are attempting to trick me into thinking we were already in a discussion.This is becoming a common sales tactic and I would like for it to stop.

  Business response

  08/19/2022

  I have investigated this complaint and verified this individual (*******************) has been removed and marked as Do Not contact.

  I hope this addresses the concerns and resolves said complaint.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have not had any dealings with this company in well over a year, yet they decided to charge my credit card for $300 for a service I no longer use. They had a billing issue on their end over a year ago (5/18/2021) and when they were unable to rectify it, I let them know I was not longer needing their service.I was able to find a company that could accommodate me, and did not have an issue with billing. That was 5/22/2021. I never used any of their services after that, but yet they continue to **** and charge me. When I reached out for assistance, I was told by Abhishek that they could not help me and could not send me a copy of their TOS or "see anything past my communication on 5/18/2021". I am still awaiting a call/email/support ticket from said representative.

  Business response

  08/05/2022

  We received a letter about your billing issue recently. I apologize for the confusion and would like to let you know that we have cancelled your service and refunded you through your original payment method on 7/1. Should you have any questions, please feel free to let me know.

*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. ↩