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:04/24/2026

  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.

  REMOVEDDocs has sent a harassing email, asking for personal information and shady consents. They have refused to explain why I've received this email and what it's for.

  Business Response

  Date: 05/04/2026

  Dear REMOVED,
  
  Thank you for bringing this to our attention, and we sincerely apologize for any confusion or concern caused by the email you received.
  
  We take all customer feedback seriously and want to assure you that PandaDoc does not engage in harassing or deceptive communication. After reviewing our records, we were unable to locate any prior correspondence with you. We understand how unsettling it can be to receive an unexpected email requesting information with no clear explanation that is not the experience we want anyone to have.
  
  To help us look into this further, we'd love to track down the source of that email. If you're able to, could you share a copy of the email you received? Additionally, is it possible the email was sent to a different address you own, or that you may have signed up or been registered under a different name or email? Any details you can provide would go a long way in helping us identify what happened.
  
  We look forward to hearing from you.

  Customer Answer

  Date: 05/04/2026

   
  Complaint: 24782957
  
  I am rejecting this response because:
  

  The email was sent to REMOVEDon April 7th.  I emailed your team from that email address and they ignored me. 

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 05/05/2026

  REMOVED,
  
  Thank you for your continued patience as we work to resolve your concern.
  
  We have searched both email addresses provided (REMOVED and REMOVED) and were unable to locate any record of prior correspondence in our systems. We want to assure you that we take this matter seriously and are committed to getting to the bottom of it.
  
  In order to investigate further, we kindly ask that you provide one or more of the following:
  
  - Screenshots of the email(s) you received, including the full sender address and subject line
  - The account name associated with any PandaDoc account you may have, or that may have been created on your behalf
  - Any additional email addresses the communication may have been sent to
  
  Any one of these would give us what we need to trace the source of the email and determine what happened. Please feel free to reply here or reach out to us directly and we will prioritize your case.
  
  Thank you again for bringing this to our attention. We look forward to resolving this for you.
  
  

  Customer Answer

  Date: 05/05/2026

   
  Complaint: 24782957
  
  I am rejecting this response because:
  

  Attached is the original email.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 05/07/2026

  REMOVED,
  
  Thank you for providing the screenshot. This is very helpful and gives us what we need to explain what occurred.
  
  The email you received on April 7th was sent through PandaDoc's platform by a third-party customer, not by REMOVEDdirectly. While the email did originate from our sending infrastructure REMOVEDthe Reply-To address in that email, REMOVEDis not a PandaDoc address. This means that any replies were being directed to a third party, not to our team.
  We have reported this matter to our internal IT team and will be investigating the account responsible for sending this document. 
  
  If you have any additional questions, please do not hesitate to reach out.
  
  Thank you

  Customer Answer

  Date: 05/07/2026

   
  Complaint: 24782957
  
  I am rejecting this response because:
  

  I am still waiting for Panda Docs to identify the sender of this

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/10/2026

  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.

  I've been paying $228 annually to PandaDoc since 2018 for a plan that let me create proposal documents and send them to clients to then be digitally signed by both parties. My plan renewed last month, only I found out this last week (when attempting to send a proposal) that I no longer have the ability to do so. Many features of the plan I was on now require that I upgrade to a higher plan, over double the current rate. I was automatically "downgraded" to a smaller plan that didn't include extremely basic functions that I have been using for years. I did not receive any advance notification of this change before my renewal. After complaining to customer support, and cancelling my account with them, I'm told that they will not refund this year's fee. I believe this fee has been fraudulently collected from me, but they are quoting their policy and have refused. I believe this is extremely unprofessional behavior on their part.

  Business Response

  Date: 04/14/2026

  Hi REMOVED,
  
  Thank you for your patience and for bringing this to our attention. We sincerely apologize for the experience you had losing access to features you've relied on for years without advance notice is not the experience we want for our customers, and we completely understand your frustration.
  
  After reviewing your account, we're happy to let you know that a full refund of $228 has been approved and processed. Please allow 3-10 business days for it to reflect on your account.
  
  We appreciate your loyalty over the years and are sorry to see you go. If you have any additional questions, please don't hesitate to reach out.

• Initial Complaint

  Date:03/23/2026

  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.

  Refused Refund for Same-Day Cancellation Charged $456 on 3/18/26 for annual renewal. Their emails went to spam folder. Cancelled THE SAME DAY upon discovering charge. Requested refund immediately.Their response? Cited their REMOVEDand kept the money. Zero usage of the service after REMOVED15+ years of using REMOVEDproducts, I've NEVER had a company refuse a same-day cancellation refund. This is pure cash grab behavior hiding behind fine print.Escalating how i can.

  Business Response

  Date: 03/26/2026

  Hi REMOVED,
  Thank you for bringing this to our attention.
  We understand the frustration of an unexpected charge, particularly when renewal communications weren't received as intended. Upon reviewing this case, we have processed a full refund of $456. You can expect the credit to reflect on your account within 310 business days.
  We consider this matter resolved and remain committed to delivering a positive experience. If you have any further questions, please let us know.
  
  
  

• Initial Complaint

  Date:03/17/2026

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 3/15/26 I was billed $1,157.45 for a renewal I DID NOT AUTHORIZE. It is 3/17/26 and I have been fighting with Pandadoc since the minute they renewed my account. I HAVE NOT used their software in months leading up to this and the second it was renewed I let them know "hey, I was planning on cancelling - please cancel this" to where REMOVEDfrom Pandadoc responded and told me there was nothing that could be done regardless of anything. I do not understand where or how this is even possible. I signed up with Pandadoc in March 2024 and renewed in 2025 but I did not want to renew for 2026. And you would think that Pandadoc would be okay with 2 years of charging me $1000+ but even though I am asking to cancel my refund THE DAY THAT IT WAS RENEWED they are trying to tell me that is not possible. That is an absolute disgrace of a company and absolutely pathetic customer service. I issue refunds to my customers for far worse situations and I try my best to be as fair and lenient as possible to my customers and to be treated so poorly from a big company that seems to do this to every one of its customers is horrible. I could understand if after a month and if i tried putting in multiple documents and then asking for a refund - them telling me no. But to tell me no when Pandadoc can see that I haven't been using the software and caught the renewal on the SAME DAY IT WAS RENEWED you would think they would be fair. I am hoping BBB can help me resolve this and this has left such a horrible taste in my mouth. Pandadoc is extremely unfair to its customers and doesn't seem to care about anything but their bottom line.

  Business Response

  Date: 03/19/2026

  Hi REMOVED,
  Thank you for taking the time to share your feedback Were really sorry for the frustration this has caused. We completely understand how upsetting it is to see a renewal charge, especially when you were planning to cancel and reached out right away.
  
  We took a close look at your account and want to provide some clarity on what happened. As outlined in our REMOVEDAgreement, subscriptions automatically renew unless a cancellation request is submitted at least 30 days prior to the renewal date. We also sent a renewal reminder 45 days in advance to provide time to review and make any changes. Since we didnt receive a cancellation request within that window, the subscription renewed as scheduled on March 15.
  
  We understand where youre coming from especially given that you reached out the same day and hadnt been using the product leading up to the renewal. We know that makes this situation feel even more frustrating. While the renewal did process in line with the agreed terms, were unfortunately not able to issue a refund for this charge.
  
  What we can do is make sure your subscription is canceled moving forward so this doesnt happen again.
  
  We know this isnt the outcome you were hoping for, but we do appreciate you raising this and giving us the opportunity to respond.

  Thank you

  Customer Answer

  Date: 03/19/2026

   
  Complaint: 24650942
  
  I am rejecting this response because:
  
  Thank you for your response, but I do not consider this resolution satisfactory.
  While I understand the terms outlined in your agreement, this situation goes beyond simply citing policy. As a long-time customer, I reached out immediately the same day the charge was made to request cancellation and reversal. There was no delay, no continued use of the platform, and no attempt to benefit from the renewed subscription.

  
  What I am struggling to understand is the lack of flexibility here. PandaDoc offers both monthly and annual subscription options, which clearly demonstrates that prorated or partial-term arrangements are operationally possible. Given that, it seems entirely reasonable to expect a fair compromise such as allowing a single month charge and canceling the remaining term rather than enforcing a full $1,200+ annual fee for a service I have not used.

  
  This is not a case of trying to bypass responsibility, but rather a request for reasonable customer consideration. Enforcing a full annual charge under these circumstances feels excessive and dismissive of customer intent, especially when the cancellation request was made immediately upon renewal.

  
  I am formally requesting that this case be escalated and reviewed by a supervisor with the authority to issue a prorated refund or adjust the charge to reflect actual usage (which is none). If this is not resolved fairly, I will have no choice but to continue documenting this experience through public channels so that other businesses evaluating PandaDoc are fully aware of how situations like this are handled.

  I appreciate your time and look forward to a more reasonable outcome.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/25/2026

  Hi REMOVED,
  Good news a full refund of your renewal charge has already been processed. You should see the credit within 310 business days, if it hasn't appeared yet.
  We know this wasn't the experience you were hoping for, and we appreciate your patience while this was reviewed.
  If you have any questions, please let us know.

  Customer Answer

  Date: 03/26/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Provided I do receive the refund in its entirety. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/22/2026

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On January 18 I purchased the pandadoc enterprise plan for $1,068. After subscribing, I discovered that several key features explicitly marketed as part of the Enterprise plan were in fact not included without additional paid add-ons. This includes, but is not limited to: CPQ workflows SMS verification Email white-labeling Secure document link controls These features were part of the functionality that influenced my decision to purchase Enterprise. However, I learned only after paying that these items require additional recurring fees or setup costs (including a $400 fee for white-labeling), which was not made clear at the point of REMOVEDaddition Forms are extremely limited in use and functionality. Plus I could not trial the enterprise plan before purchasing.Because of these undisclosed limitations, the Enterprise plan does not meet the needs of my tax and accounting practice and presents unacceptable security and compliance risks. I requested cancellation and a refund and was denied. The product does not provide the documented security controls required for my workflow, and workarounds would cost extra.This constitutes misrepresentation of included features, making the subscription not fit for its advertised or intended purpose. Under consumer protection and fair-business principles, a refund is warranted when the purchased service materially differs from what was advertised.I am respectfully requesting:A full refund of the Enterprise subscription fee.

  Customer Answer

  Date: 01/23/2026

  I would like to cancel or close this complaint. 

• Initial Complaint

  Date:08/15/2025

  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.

  I signup for a paid business account base REMOVEDinformation that Pandadoc offers.They claim to offer 24/7 customer support "Our team is made up of real, friendly humans (they're not actually bamboo-eating pandas) that love answering your questions! Our Support Specialists are based all around the world so that you can reach us no matter what time or day it is 24/7/365."This statement on REMOVEDand on their website plastered everywhere is false.I have opened 4 tickets over the last two days and zero REMOVEDis impossible to get hold of anyone.They do not respond to tickets.They use a chat bot called Fin.This constitutes misrepresentation, fraud, theft at a minimum.Everything on this link that they provide is factually false - REMOVEDPandadoc should refund customers for this theft, preferably via class action. They should either offer support and the services they claim in that link or be upfront. It is deceptive to get peopem to signup, waste their time with all the marketing gimmick, and then not delver

  Business Response

  Date: 08/15/2025

  Hi REMOVED,
  
  
  Thanks for reaching out. We're sorry to hear about your experience with our support team. 
  
  
  PandaDoc does offer 24/7 support coverage, meaning our global team is available every day of the year to receive and work on incoming tickets. Fin helps us respond to requests right away and provide customers with the most relevant information. However, you have the option to contact a human if this doesn't suffice. While we do our best to respond as quickly as possible, response times can vary depending on the volume of requests were receiving. This may mean that you wont always get an immediate reply, but every ticket is reviewed and addressed by a member of our team when requested.
  
  
  We have escalated your tickets to our support team manager and they're investigating what is going on. You should hear back from our team shortly.
  
  
  Thanks for your patience.

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23750492
  
  I am rejecting this response because:
  
  These are all quotes from your own pages.
  Core Marketing Promises
  1. "24/7/365 Support" - Claimed on multiple pages:
  Support page states: "Our Support Specialists are based all around the world so that you can reach us no matter what time or day it is 24/7/365"
  Community page: "No matter where you are or what time it is, PandaDoc provides 24/7/365 support for every paid plan"
  
  2. "Real, Friendly Humans"
  "Our team is made up of real, friendly humans (they're not actually bamboo-eating pandas) that love answering your questions!"
  Emphasizes human support over automation
  
  3. "World Class Assistance"
  Direct quote: "As a PandaDoc customer, you want world class assistance. We want to give that to you!"
  
  4. Quick REMOVEDTimes - Claims to help "as quickly as possible"
  Premium support advertises "faster responses" and "priority service"
  
  Documented Contradictions
  1. Bot-First Support Model vs. "Real Humans" Claim
  My Experience:  Forced to chat with Fin first. "The bot Fin, does most of the response and it is woefully inadequate". You must interact with the bot before reaching a human
  Contradiction: Despite claiming "real, friendly humans," the primary support interface is an AI bot that customers report as inadequate, with human support only available after navigating through the bot.
  2. REMOVEDTime Issues vs. "24/7 Available" Claims
  My Experience: Opened 4 cases with inconsistent responses
  Support "will partially respond via chat then disappear" No consistent follow-through on tickets
  PandaDoc's Own Admission: "We're now processing a big volume of requests, hence it's taking a bit longer than usual to respond"
  Contradiction: While claiming 24/7 availability, PandaDoc admits that "you won't always get an immediate reply" - directly contradicting the implication of round-the-clock support availability.
  3. Coverage vs. Responsiveness
  PandaDoc's Clarification in BBB REMOVED:
  "24/7 support coverage, meaning our global team is available every day of the year to receive and work on incoming tickets"
  Reality: "Coverage" merely means someone is there to receive tickets, not to actually resolve issues
  Multiple customers report days or weeks without responses
  Trustpilot reviews document: "NO SUPPORT. I have been submitting urgent requests for support for the last FOUR DAYS"
  
  4. Multiple Customer Complaints Confirming Pattern
  Documented Issues from Reviews:
  "Expect months for your technical support questions to be addressed if you're lucky"
  "They would respond with links for tutorials, then I ask for real human help, a different associate would respond asking you to explain your issue again, then no response for weeks"
  "As soon as you have a technical problem... You will never hear from them about it. There is no follow up. There is no one who cares there to solve problems"
  "Human support has been scrapped in favor of a non intelligent AI bot"
  "I have been a PD user for 3 years... As soon as you have a technical problem with one of the templates Good Luck getting it solved"
  
  Supporting Evidence:
  No phone support for standard customers (only email/chat/tickets)
  Phone number REMOVED) exists but customer reports: "there is no way to get them on the phone"
  Support escalation requires navigating through multiple layers
  
  
  Key Deceptive Practices Identified
  1. Semantic Manipulation
  "24/7 support" actually means "24/7 ticket reception" not "24/7 problem resolution"
  "Available" means "able to receive tickets" not "able to help immediately"
  2. Bot-First Despite "Human" Marketing
  Markets human support prominently but forces bot interaction first
  Bot (Fin) handles majority of interactions despite being "woefully inadequate"
  3. No Accountability for REMOVEDTimes
  No published SLAs for standard support
  Vague language: "we do our best to respond as quickly as possible"
  Admission that immediate replies aren't guaranteed despite 24/7 claims
  4. Pattern of Non-Resolution
  Multiple reports of tickets being passed between agents
  Agents disappearing mid-conversation
  Requests for customers to re-explain issues multiple times
  
  Conclusion
  PandaDoc's support reality starkly contradicts their marketing promises:
  24/7 Support ? 24/7 Help: They're available to receive tickets 24/7, not to resolve issues
  "Real Humans" Hidden Behind Bots: REMOVEDhuman support, bot interaction is mandatory
  "World Class" = Below Standard: Multiple verified customer complaints show systemic support failures
  Intentional Obfuscation: The company appears to deliberately create barriers to actual support while maintaining marketing claims
  Sincerely,
  
  REMOVED

  Business Response

  Date: 08/19/2025

  Hi REMOVED,

  
  Thank you for sharing your detailed feedback and for taking the time to outline your concerns. We understand how important reliable and responsive support is, and Id like to clarify a few points regarding PandaDocs support model and commitments.

  
  24/7/365 Support

  Our promise of 24/7/365 support refers to coveragemeaning our global team is always available to receive and begin processing requests, regardless of the time of day. While this ensures customers can reach us anytime, we acknowledge that it doesnt guarantee an immediate resolution in every case, particularly during times of high volume.

  Real, Friendly Humans
  We do have a team of human support specialists behind every interaction. The automated assistant (Fin) is designed to help with quick navigation and provide immediate answers to common questions, but customers always have the option to reach a human agent. We recognize that this process can sometimes feel like a barrier, and we are actively evaluating ways to make it smoother.
  

  Response Times & Follow-Through

  We acknowledge that there have been cases where response times or follow-up fell short of expectations. While we strive to respond as quickly as possible, there are occasions where resolution can take longer due to complexity or ticket volume. We take customer feedback like yours seriously, and we are working on improving consistency and communication throughout the support process.

  Commitment to Improvement

  Your experience and the examples you highlighted underscore the need for us to continue strengthening our support systems. Were actively investing in better tooling, improved escalation paths, and clearer communication so customers feel supported and not left without answers.

  
  We sincerely regret that your experience has not aligned with the expectations set by our marketing and support materials. Your feedback is valuable, and I will ensure its shared with our leadership and support operations teams as we continue to make improvements.

  
  Thank you again for raising these concerns.

   

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23750492
  
  I am rejecting this response because:
  
  Dear PandaDoc,
  Thank you for your response, though it continues the pattern of semantic manipulation and deflection that characterizes your support issues. Your response essentially admits to false advertising while attempting to reframe it as a misunderstanding.
  Key Issues with Your Response:
  Admission of REMOVEDYou now clarify that "24/7/365 support" only means "coverage" to "receive and begin processing requests" - not actual support. This is materially different from what any reasonable consumer would understand from your marketing claims of "world class assistance" available "24/7/365."
  "Option to Reach a Human": You claim customers "always have the option to reach a human agent," yet multiple customers report being unable to reach humans for days or weeks. An "option" that doesn't work is not an option.
  No Concrete Commitments: Your response contains only vague promises of "actively evaluating," "working on improving," and "investing in better tooling" without any specific timelines, metrics, or commitments.
  Minimizing Systematic Failures: You characterize widespread, documented support failures as occasional "cases where response times or follow-up fell short" when the evidence shows this is the norm, not the exception.
  My Demands:
  As a customer paying over $3,000 annually for team licenses ($65 x multiple users x 12 months), I require:
  Immediate escalation to a senior support manager with direct contact information
  Service credit for the months of inadequate support
  Written SLA guarantees for response and resolution times
  Direct phone support access befitting our investment level
  Option to exit contract with full refund if support issues persist
  Notice of Escalation:
  Given your admission that your advertised "24/7 support" does not mean what consumers reasonably expect, and the documented pattern of support failures despite premium pricing, I am escalating this matter to several Federal and Consumer Protection Organizations .
  This response and escalation plan will be shared publicly and with all listed organizations unless immediate, concrete action is taken to resolve these issues. Your premium pricing demands premium support, not semantic games about what "24/7" means.
  The choice is yours: provide the support you advertise, or face the consequences of false advertising to customers investing thousands of dollars annually in your service.
  
  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/14/2025

  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.

  I have been a long time user of REMOVEDand they recently changed their subscription packages. I went ahead and transitioned over to a new subscription only to find that there is a serious bug in the software that prevents me from downloading my documents. Basically when I go to download the document it prompts me to choose a subscription package even though I have already done so. I tried to reach out to customer service and the only option is the AI agent (absolutely useless) which basically creates a service ticket and there is no option for a live agent even though PandaDoc clearly advertises live 24/7 support. This is a time sensitive document and now I will likely miss the window I need to be within due to the poor customer service on behalf of REMOVEDteam. I will now be requesting a full refund of my subscription and switching to another provider.

  Business Response

  Date: 08/15/2025

  Hi REMOVED,
  Im sorry to hear youve been having trouble downloading your documents and havent received a response yet. Weve escalated this internally, and one of our managers from the support team will be reaching out to you shortly.
  In the meantime, if theres anything else you need, please dont hesitate to let us know.
  Thank you for your patience.

• Initial Complaint

  Date:08/09/2025

  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 billed by Pandadoc for services that I have not requested or used on a recurring basis. I signed documents for an estimate with a crawlspace company in March of 2024 and they used Pandadoc to e-sign for an estimate. We did not use that company for services and I have NO idea how this company got my cc information. I have been charged $29 a month since May of 2025 and a charge of $35 this month, August. You cannot reach this company by phone or by their site. I expect a full refund for all charges by Pandadoc immediately. Im going to have to rectify this with my credit card company as fraud if not.

  Business Response

  Date: 08/12/2025

  Hi REMOVED,

  Thank you for reaching out, and Im sorry to hear about your situation. Unfortunately, we werent able to locate an account or charge under your name, email, or phone number. Could it be possible that a different name or email was used? If you have an invoice or proof of the charge, please share it with us so we can investigate further and work toward resolving this for you.

  Thanks,

   PandaDoc

  
  
  
  

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23722889
  
  I am rejecting this response because:
  Pandadocs response is not acceptable because they are asking for proof of purchase which I do not have, thats the point.  I have never purchased anything from this company and wouldnt even know who they are if I hadnt have pulled a email from a year ago, with their name on it, showing that a company that I received a quote from requested that I REMOVED, which this company apparently used for signing online documents.  They would have had an account with REMOVED, not me, so Pandadoc wouldn't have information on me regarding email, account etc.  The point is that Ive had my cc charged a fee each month since May of 2025 to Pandadoc.  It doesnt have anything to do with any signing with the company that I mentioned from last year.  That was over a year ago.   I only mentioned that experience to show that I was able to pull up Pandadocs name from an old email that showed I signed documents online for a company that utilized Pandadoc as the means of online document signing.  I have no other interaction with this company to have received any recurring charges.  There is no other email account or name that has had any interaction with this company in my home, or association with the credit card.  The blaring red lights that Pandadocs claims are insincere is that they do not provide any way of contacting them to dispute charges or to address issues.  They do not answer the phone number associated with the charges on my card and the company doesnt provide an email address or phone number for customer service.  I have had no recourse but to contact the BBB to address this issue and hopefully protect others from this fraud. 

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 08/19/2025

  Hi REMOVED,

  
  Thank you for your follow-up and for sharing more context. We completely understand your frustration with this situation and we want to make sure we get to the bottom of it.
  We want to clarify that PandaDoc does not charge individuals for simply signing documents sent by our customers. If you are seeing charges under REMOVEDname, the best way for us to investigate further is to review the exact transaction details from your bank or credit card statement (for example: transaction date, amount, and how it appears on your statement). If youre not comfortable sharing the full statement, a screenshot of a single charge with any sensitive information (like other purchases or account numbers) redacted should work.
  With those details, we can verify whether the charge originated from PandaDoc or if it may have come from another source using a similar descriptor. Without this information, we wont be able to trace the charge back in our system.

  
  We understand this has been frustrating, and we truly want to resolve it as quickly as possible. Once we have that transaction detail, we can investigate immediately and let you know the outcome.
  Thank you for your patience, and well keep an eye out for your reply

• Initial Complaint

  Date:07/30/2025

  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.

  I signed up for the free trial of the Monthly Business Plan, it said no credit card required. I was then automatically charged and signed up for the REMOVEDPlan (the most expensive plan). PandaDoc had stored my REMOVEDaccount information from a previous subscription years ago, and used it to take as much money as possible, without authorization. I canceled immediately, within seconds of realizing what happened. I have requested a full refund of the $1,020 I was charged. I never wanted an Enterprise plan, and I never wanted to sign up beyond the pop-up promotion for a free trial, period.

  Business Response

  Date: 08/04/2025

  Hi REMOVED,
  Thanks so much for reaching out and we're really sorry to hear you ran into an issue.
  I took a look and saw that youve already been in touch with our support team and that a refund has been processed. Im glad we were able to get that resolved quickly for you.
  If there's anything else we can do or if any other questions come up, please dont hesitate to let us know. We're here to help

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 subscribed to the 14 trial to test out the platform and check out a proposal i wanted.However i did not go forward and let the proposal go.This was a mistake and i left the site without downloading the it services proposal from the site.after the trial period i was REMOVEDrequesting customer support to look through the matter to see whether a full refund is possible.I mistakenly filled in my billing information because it was compulsorily required to use the product and test. the features but did not cancel.I used the site once for not more that 45 minutes.Please help.

  Business Response

  Date: 06/06/2025

  Hi REMOVED,

  
  Weve looked into your issue and saw that youve already been in touch with our support team, who have processed a refund for you. Please allow 25 business days for the funds to appear in your bank account.
  If you have any questions or need further assistance, feel free to reach out.

  
  Thanks!

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED