Complaints

This profile includes complaints for JotForm, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JotForm, Inc.

  4 Embarcadero Ctr Ste 780 San Francisco, CA 94111-4102

• 

  JotForm, Inc.

  111 Pine St Ste 1815 San Francisco, CA 94111-5626

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:03/05/2024

  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.

  ************ is an IT company based out of ******** that has subscription to the jot forms portal for several years. The company uses this portal for its employees to submit their time sheets. The annual subscription charges are $190.00.On Oct 2023, jot forms charged $190.00 towards the annual subscription to the company's ***** ********** credit card. In November 2023 , jot forms billing, again charged $190.00 towards subscription charges.************ sent several email to the customer support to cancel the duplicate charge of $190.00 asking for a refund. There was no response from the customer support. *********************** does not have a customer service number wherein the customer can call and resolve any issues. Everything has to be done through emails ONLY.After several failed attempts of trying to connect with the support team through emails, ************ reached out to the ***** Fargo Credit Card dispute center and disputed the charges of $190.00 that was charged twice. **** accepted the dispute and credited $190.00 back to the company's account.Since them *********************** team has put the account under suspension. Attached is a screen shot of the email received from the jot forms support center.The relief that we are seeking are as follows: 1. Explanation for charging our account twice 2. Removing the suspension from our account and give us access to the portal. Our employees are not able to submit their time sheets and this is effecting our business.If you have any questions or need more information, please contact me at ********************* or call me at **************.Thank you for your time and attention in this matter.Sincerely,~ vidya

  Business Response

  Date: 03/06/2024

  We understand this customer's concerns, but there seem to be some misunderstandings.

  We have in fact communicated with the customer about these issues.  We have also investigated the issue, and found out that there are 4 Jotform accounts related to this user. This party appears to be under the impression that they have only one account, and perhaps that's why they expected only one charge. Branta / BrantaGroup have one account each, one of which was a free account. There are two other accounts also.
  

  The Branta account was a Bronze level account, hence the usual charge for that. That account was renewed per our terms of use, and when the customer disputed the renewal charge, as they say, their bank apparently did a charge-back. 
  The still-active BrantaGroup account was initially a Bronze level account, hence the usual charge for that also, but that account was later downgraded to a free account, so there are no charges associated with a free account.
  There was/are two other still-active Bronze level accounts associated with this party, with user names of vid******v5 and v*g, so there have been the usual charges for those accounts. 

  We hope this information helps the customer understand these things better, and we remain willing to communicate with them via ********************************** and/or in the current online discussion.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21388493
  
  I am rejecting this response because:

   

  We have 2 companies 

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

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

   

  We need only 2 accounts, one for ************ and one for *********** .

  If there more than that those need to be closed.

  Is Jot Forms saying that one account of ************ is active ?  If so which one is that ?  Wec are not able to access any account for ************.  Request Jot forms to share the log in credentials.

   

  Thanks for your help in this matter.
  
  Sincerely,
  
  **********

  Business Response

  Date: 03/07/2024

  Customer, please continue to communicate with us directly using the email address we have been using, and/or via the Jotform answers page. BBB is not set up to act as a messaging app between consumers and companies, so we can't use it for that.

  Thank you.

  Jotform

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair 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 was scammed by a person offering me a job. Sent me a link to job form and I filled it out. My drivers License and SSN. This is unethical because anyone can creat a form on there then get all the info they want from someone. There are no logins or securities at all. This website should not exist.

  Business Response

  Date: 02/13/2024

  We understand this person's concerns, but the vast majority of Jotform's millions of users/customers use the website and their forms for legitimate purposes.

  Like all websites where people can post things that the public can see, there is a chance that someone could ask another person to submit their personal information, for illegitimate purposes.

  We appreciate this person bringing this matter to our attention. We will contact her and take steps to delete her information, if we have it.

  Jotform Support
  

  Customer Answer

  Date: 02/13/2024

  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,
  
  Sara ******

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair 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.

  Had a gentleman call me and said he was sending it to be filled out and he was from anyday cash loans. Asked him why it went to my spam folder and he said they had no control over that. Said the form needed to be filled out to verify thatvI was the legit holder of my bank account and that I was not trying to open up a loan in someone else's name. I refused to fill it out. Said I was not comfortable doing that and he said it was my choice he was not forcing me.

  Business Response

  Date: 12/01/2023

  Dear *****************,

  Please contact our support team at *********************************** along with the BBB complaint ID **********, and with further information about your account, so we can find the form that you've reported the party used to try to scam you. We will investigate it. We take abuse of our platform very seriously, and we will suspend those who violate our terms and/or your rights.

  Jotform Support Team

  Customer Answer

  Date: 12/01/2023

  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

  Date:11/08/2023

  Type:Order 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.

  Unfortunately my business closed due to unforeseen circumstances right after renewing an annual subscription (on August 9 2023), so I asked for a refund. They refused to do so, because the 30 days have passed and they cannot do it "because it violates their terms and conditions" (in their words). Come on, this is well understood that when closing a business there is a lot going on and canceling a subscription is not the first thing on top of the mind to deal with, but they don't care. "It violates their terms", so they are simply bound and unable to help, really.

  Business Response

  Date: 11/20/2023

  We understand this person's concerns, and are sorry to hear about their business closing, but the requested refund is not consistent with our policies, which require that the refund request be made within 30 days of opening the account. The request in this case was long after that.

  We wish the person all the best in their future business endeavors.

  Jotform

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20842898
  
  I am rejecting this response because: The cancellation request was not "long" after 30 days, but one month after. After the service was not used since renewal. This practice of tricking in to renew for a full year and not refunding when it was not used at all by a company that consider themselves to be reputable should be strongly condemned. I would even consider trying a class action lawsuit.  This is over $250 for nothing!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/15/2023

  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.

  Rental property advertised yet said my email is invalid and texted a link to pay applications fee with no sound basis to move forward with renting.The email is working fine

  Business Response

  Date: 09/18/2023

  Jotform is a website where people can create their own custom forms, and then send the links to those forms to others to fill out and submit their information on the form. The forms appear on the Jotform website, but are not generated or offered by Jotform. Our terms of use prohibit the use of forms to scam others, so we have removed this form. Jotform is not responsible for the content of the form in question.
  

• Initial Complaint

  Date:09/13/2023

  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.

  Paid for a service that is not working. No useful or meaningful responses from their "customer support". They provide NO status updates other than "it has been escalated". There is no option to speak to a manager or anyone at the company. There is NO timeline provided for resolution of the issue. Recently upgraded from Silver to Gold - as when things work properly, it works well and issues are generally few. However, when the service breaks, it routinely takes months to weeks to get a meaningful resolution. At times they fail to provide update or resolution at all. Meanwhile, you'll have to find your own solutions, "support" is laughable and no help at all. Latest issue has been ongoing for 3 weeks, again with no progress or useful updates. "We're working in it" is not a MEANINGFUL update. This is not information I can use to update my field staff and it is not information I can share with partners to set an expectation of problem resolution. Due to this lack of communication alone I would NOT recommend them to anyone else. Do not build your systems around their services as when there is a problem - there is NO consideration or sense of urgency to resolve your concern. I would even accept a queue number. "Your issue is #1,239 out of ***** issues at this time." But NOTHING. No one is assigned to work with you and you get different canned responses from different people each time you check on the problem. Half the time they get the issue completely wrong. Abysmal service. Useless, patronizing and canned replies, just to be able to say "we're communicating with this person" - they're not. They're putting you off hoping you solve the problem yourself. I need someone to actually FIX the problem and tell me what happens next if they can't. The product is broken. I paid for a service. I am owed a functional product and meaningful response when there are issues. There HAS to be some kind of expectation for resolution.

  Business Response

  Date: 09/18/2023

  The issue identified by this party has been resolved. The party raised other concerns, which we have acknowledged.

  Issues raised by users of our platform are timely addressed and, where resolvable, we do so as soon as possible.
  

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service 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.

  My business partner and I have been using Jotform for over a year. I am a licensed agent with Florida Blue and we created a form where insurance leads can be submitted. We receive anywhere from ****** insurance leads per day. We then reach out to each lead and qualify them for healthcare. These leads being submitted are done in person by referral agents. Our account was suspended without any notice or warning on Thursday. This has affected our business tremendously. We have no access to our leads! Leads that we have to pay for! We believed Jotform was a secure site. We believed in Jotform, but we cannot understand how a business can suspended your account without any notice, without a phone call! What kind of business doesn't have a customer service number?? We need answers! They promise a 2 hour response time on their website, but that is a lie! They have not responded to us since Thursday! We had a meeting scheduled this coming week to meet with ************************* on Zoom to upgrade to Jotform Enterprise (the most expensive plan). It's ridiculous how the response time is very quick when you are looking to upgrade your account, but not as timely when you have an issue with your account. We planned to have a long partnership with Jotform, but their lack of communication and urgency to our situation has really changed our mind about them. We have explained to them that this is affecting our business and they have shown no remorse. We have provided them with documents proving that I am a licensed agent with Florida Blue and we have received nothing back. There is so many complaints about the lack of customer service this platform has. I really wish we seen these complaints before. We will not accept for our account to stay locked and lose thousands of leads!!

  Business Response

  Date: 07/03/2023

  This Jotform user's forms were suspended/removed after we received a complaint that effectively accused the form owner of violating the law. We take no position as to whether there was such a violation, but we did remove the forms due to the actions of the form owner not being consistent with our terms of use regarding sensitive information (social security numbers would be part of that).

  We will work with the form owner and continue to communicate with them to attempt to resolve their concerns. We value them as a customer.

  ******************** Support
  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20266053
  
  I am rejecting this response because:

  We were never informed that there was a complaint submitted against us! If this is true then why did Jotform not inform us about this? Why did it take for me to file a complaint against them with the BBB for them to say something about us 'violating the law'. This does not make sense at all. Jotform does not have a customer phone number and I, someone who has been using Jotform have found it extremely hard to communicate with them, so I am not sure how anybody who is not using their platform would've been able to do that. If you value your customers then why have you still not responded to any of our emails where we have asked you what is going on! We have been asking for answers! We have wrote many emails explaining that this is hurting our business. That our clients need answers. That we need answers. Yet we have received nothing. The last we heard from Jotform was on Thursday when they asked for us to send in proof that supported our claim that I am a licensed agent with Florida Blue. We gave you the proof that you asked for. So why are you guys not unlocking our account? We have thousands of leads on your platform that we have to pay for and that you are not giving us access to. We are a small business and we have always been ethical and done things the right way. Nothing that we are doing is illegal and we have documents to prove that and we have provided them to you. Your lack of urgency with our situation is going to put us out of business.

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

  Business Response

  Date: 07/10/2023

  We have contacted this party and will deal directly with them on this matter.

• Initial Complaint

  Date:06/20/2023

  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 have been having issue since December 2022 and now in June 2023 I still am having the same issue, getting the runaround being blatantly ignored and getting zero resolution. They want me to pay for JotForm Enterprise to get any real help, is what I can gather. But the problem with that is, why would I pay MORE when I'm not even getting the bare minimum support for a lesser paid subscription. That ideology is asinine. That's just like saying I know I haven't been paid for working my 40 hours a week for the past six months, but maybe if I work an additional 40 hours per week I will get my pay.Something happened with their system and their company in December and since then they refuse to acknowledge their glitches. Refuse to help their PAYING customers. And refuse to offer any type of alternative solutions as it pertains to resolving over the phone rather than putting in a service ticket online. I literally have SEVEN tickets that have been open for 6 months and received NO assistance. Even their chat box is sketchy. I try to get help using their chat, they talk to me for a couple minutes then the chat box COMPLETELY disappears and won't even reappear if you open another tab or refresh the screen. I've been told it's because the other agent lost internet connection, but never have I ever lost my entire window because someone else lost internet connection. Then they said the chat box only shows when someone is available, but if I'm actively in a chat, CLEARLY someone is available, so why would it disappear? I've been told lie after lie that "my issue has been escalated to the developers" but nothing is happening on ANY of my tickets.I used to get resolution for my issues within a week...even the complex ones, but now Jotform is just here to money grab; not to actually assist or correct issues.But since I have a PAID IN FULL subscription, I would still appreciate true resolution to all of the issues I've been having and continue to have without any resolution.

  Customer Answer

  Date: 06/20/2023

  Good Afternoon,

   

  I called earlier this morning prior to getting my complaint ID ********** and ****** said I would need to contact you in order to add additional information to my original complaint. That information is below:

   

  Today, I was in a chat session with one of their team leaders. And as you can tell from my other attachments, I have the chat transcripts sent to me at the end of the chat sessions as additional proof that I contacted them about my issues. It just so happens, today, they made sure I didnt get a chat transcript at all when it was probably one of the most robust and telling chat sessions I have had with them to date. It clearly showed their non-care to quickly resolve the issue and that I am still being given the run around and fed lies from this company despite my paid membership. During the chat, they kept making the chat window disappear and reappear again making is impossible to type anything. So I began typing my responses in other areas (such as ********* word) copying them and quickly pasting them in the chat window and pressing enter when it would appear and before it could disappear again. After my final message pointing out that I knew they were opening and closing the chat window, they ended the chat without a word, response to my messages, or anything else. And magically, I didnt (and still have not) receive(d) a copy of that chat transcript and its been hours when I ordinarily receive chat transcripts within seconds of an ended chat. Even the ones that disappear as shown in the attachment labeled 6-20-23. And giving them the benefit of the doubt, I even checked my spam/junk folder; but nothing.

   

  That missing transcript further proves they are sketchy and manipulate/hide items that make them look less than helpful. Proving they seem to have no intention whatsoever to do what they promise to do in their terms and conditions as well as what they advertise on their memberships in regards to access to and help from customer service.

   

  Thanks,

   

  -*************************

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

  ************ fax

  Business Response

  Date: 06/23/2023

  Our support staff have had multiple communications with this party. We are doing what we can to address their issues as expeditiously as possible. We have millions of users, and occasionally, a concern is raised regarding functionality or other technical issues that have not previously been raised, or if raised have yet to be resolved to the party's satisfaction.

  We will continue to communicate with this party and hope to provide resolution to their concerns as soon as possible.

  Jotform Support
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20209739
  
  I am rejecting this response because it is the exact same response I have been getting from all those who work in JotForm. There is still no contact that has been made independently nor has there been any resolution to the issues I have posed. Until the issues are resolved to completion, I will not be satisfied with the service we are paying to receive.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/23/2023

  Type:Order 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.

  Paid for a subscription via CC on Jan 10, 2023 On Jan 18th Jotform disabled my account for lack of payment. I have emailed them 10 times with supporting refences to show payment time and date. They have not replied or restored my account. They claim most emails will have a reply in 1.5 hours. Its' been days. I want the service I bought.

  Business Response

  Date: 01/26/2023

  Currently, the account is over the limit for the type of account the user has. As we've advised them, they must upgrade their subscription in order to increase their account limits and activate their account. Alternatively, they can delete the existing submissions to activate their account. As for our responsiveness, the user created **************************************************** these support threads, they stated that they upgraded their subscription to a Bronze subscription, but the user upgraded their OTHER ******************** account ending in ***308. To solve the issue, our agents refunded the $39.00 to the user so that they could upgrade their main account. Our support team has provided answers to the support threads the user created and we are happy to continue to communicate with this person to work toward a resolution.

  Jotform Support
  

• Initial Complaint

  Date:11/19/2022

  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 purchase a round-trip ticket from ******* to ************* for the dates April 27, 2022 through May 6, 2022. The occasion was my granddaughters first communion. I contracted a highly contagious skin disease, and was told by my doctor that I should not fly for fear of contamination. I am formed ASAP which is the ticket vendor 24 hours in advance and provided medical documentation to prove my condition. I have been back-and-forth with these representatives and customer service for eight months now. I keep getting continuous emails stating that they are looking into it. Im asking for a refund since I was convinced to purchase insurance for the tickets in the event of a cancellation for any reason , I didnt do so but when I went to Claim a refund, I continuously get the runaround. I have dealt with countless customer service representatives to no avail. Im asking for your help and Im rendering a decision on my part. I will submit documentation of the tickets I purchased . Thank you.

  Business Response

  Date: 11/21/2022

  It appears that the complainant has mistakenly directed their complaint to Jotform, when it seems that this is some sort of travel-related dispute between the person and an airline or other travel provider and/or travel insurance company. Jotform does not operate in either of those areas. See jotform.com for a description of our services.