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:01/10/2023

  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 did not renew my membership ********* but they automatically did it and when I reached out to you get my mom they refused to pay me back

  Business Response

  Date: 01/11/2023

  This customer's account was created and used to sign up for an Annual Subscription Plan on May 28, 2021. Nine (9) documents were created during the initial billing period. Per our Terms of Use, the customer's account is billed at the time activation and the Annual Subscription automatically renews at the end of the billing cycle, unless canceled prior. The terms of the subscription are reiterated prior to the initial download when a customer enters their billing information. Per this account's activity log, we have no record of any cancelation requests until the customer's email to our Customer Support Team following the annual renewal fee that was issued on May 28, 2022.  
  
  Prior to contacting us requesting a refund, the customer filed a dispute directly with PayPal. When a charge is being disputed through Paypal, it is placed into a 'HOLD' status while PayPal is conducting their investigation. Our Customer Support Team advised the customer to contact PayPal to let them know he has reached an agreement with the servicing party and would like to remove his currently disputed charge. We informed the customer that if ******'s investigation was closed prior to him removing his dispute, eForms must abide by the decision stemming from their investigation.

  By the time the customer contacted PayPal directly, they had already concluded their investigation and found the case to be won in eForms' favor. As it was decided by PayPal directly before the customer removed his dispute, *********************** had to abide by the decision stemming from their investigation. When the customer contacted us again on January 9, 2023, we informed him that we no longer had the ability to reverse the charge, as the case was found in our favor due to him not removing his dispute prior to PayPal's decision.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18716398
  
  I am rejecting this response because: I contacted them first before I called Paypal. I did not sign up for a renewal most likely it came in when I signed up in the beginning. They should be more transparent on their renewal options. Customer satisfaction is very simple but for some reason, they are acting weird keep telling me about pay pal decision. I do not agree with PayPal decision as well. If I have to I will take this case to court. It is consumer right to know the automatic renewal on the account. I did not receive any sort of communication on the renewal. Again very poor customer satisfaction I am not happy with their response. very unprofessional. 

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

  Business Response

  Date: 01/12/2023

  We understand your frustration, though we need to clarify that all of our subscription terms are fully transparent and listed in our Terms of Use which were agreed to upon registering an account. The terms of your specific subscription and renewal dates were reiterated at the time of initial download when entering your billing information, prior to activation of the subscription.  

  PayPal sends an automatic notification and confirmation of payment at the time of renewal. We did not receive a request to cancel until after the initial renewal charge was issued on May 28, 2022, and a dispute was already filed directly with PayPal at the time of receiving your request. We attempted to provide a solution to have you remove the dispute, so we could process a refund on our end, noting that if the dispute wasn't removed prior to PayPal concluding their investigation, we would have to abide by their decision. 

  As PayPal concluded its investigation prior to you contacting them, we were subject to adhering to their case ruling in our favor. 

  Based on the length of time between your recent follow-up from January 9, 2023, and the initial charge on May 28, 2022, we do not have the ability to refund the account at this time (even if PayPal didn't decide in our favor). It falls outside the refund policy timeframes imposed by PayPal, and we only have the ability to refund to the initial payment method used. I can confirm the subscription will cancel on May 28, 2023, and the account will not be billed again.

  I understand this is not the resolution you are seeking. If you wish to reactivate at that time, we would be willing to credit you for an additional one year term at no cost for the frustration, or credit all of your nine (9) documents as Single Documents ($405 value) so you have lifetime access to those forms at no additional cost. Please reach out to our support team if you wish to pursue either of these solutions.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18716398
  
  I am rejecting this response because:again i communicated with you and did not get a solution therefore i reached out to paypal. I do. I do not need credit. I will never work with eform in the future i will go further and file a complaint againts eform. When the times comes for renewal YOU have to notify your customer regardless if they sign up for auto renewal or not.i feel like you and other companies taking advantage of consumers. It is a principal thing now. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/03/2023

  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.

  Desperately need to dispute a transaction that took place on 12/31/2022 in the amount of $39.00 that I DID NOT inquire about. Authoritize or APPROVE OF!

  Business Response

  Date: 01/04/2023

  We are respectfully requesting that this complaint be removed as it was filed after we serviced this customer's account and already processed a refund as a professional courtesy. 

  
  The customer's account was originally created on December 14, 2022, to sign up for a Monthly Subscription Plan. The plan was utilized to create and download a ******** Residential Lease Agreement during the subscription's 7-Day Free Trial period for new members. If no cancelation is made within the 7-Day Free Trial, the subscription renews at a rate of $39.00/month per our Terms of Use. The terms of the subscription and trial period are reiterated upon the customer entering his/her billing information. 
  

  This customer reached out to our Customer Support Team yesterday, January 3, 2023, at 12:20 PM EST via live chat. Our team responded to her chat immediately, though the customer did not respond. Our agent reviewed the usage of the account and reason for the charge, though the customer was not responsive. We canceled the customer's subscription per her initial request on live chat. Due to the account only being utilized during the free trial period, a $39.00 refund was processed to her card ending in XXXX as a professional courtesy, sending the customer an email confirming the cancellation and refund at 12:33 PM EST, thirteen minutes after her initial chat was initiated.

  We understand that sometimes life gets busy, and customers sometimes forget to cancel. As the charge was within our refund policy timeframe and no activity was completed following the trial period, we processed the refund for the charge in question.

  I attached a copy of the live chat and email correspondence, as well as, the activity log on the account for reference. 
  

  Thank you,
  

  *** - CCO

• Initial Complaint

  Date:01/03/2023

  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.

  eForms offers a 7-day free trial of their monthly plan, after which users need to pay a $39.00 subscription fee each month. I never received anything to cancel the plan before they charged me.

  Business Response

  Date: 01/04/2023

  We are respectfully requesting that this complaint be removed as it was filed after we serviced this customer's account and already processed a refund as a professional courtesy. 

  The customer's account was originally created on December 23, 2022, to sign up for a Monthly Subscription Plan. The plan was utilized to create and download a ******* Residential Lease Agreement during the subscription's 7-Day Free Trial period for new members. If no cancelation is made within the 7-Day Free Trial, the subscription renews at a rate of $39.00/month per our Terms of Use. The terms of the subscription and trial period are reiterated upon the customer entering his/her billing information. 
   
  Due to the account only being utilized during the free trial period, a $39.00 refund was processed to her card ending in XXXX as a professional courtesy, and we confirmed her subscription, was canceled immediately.

  This customer reached out to our Customer Support Team yesterday, January 3, 2023, at 3:49 PM EST via email. Our team responded to her email seven minutes later at 3:56 PM EST, explaining the usage of the account, reason for the charge, and confirmation that a refund was processed. We understand that sometimes life gets busy, and customers sometimes forget to cancel. As the charge was within our refund policy timeframe and no activity was completed following the trial period, we processed the refund for the charge in question. 

  I attached a copy of the correspondence and the activity log on the account for reference. 

  Thank you,

  *** - CCO

• Initial Complaint

  Date:10/24/2022

  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.

  Forced to sign up for a recurring service. After months of non use and a non functional product, I requested a refund for the months we shouldnt have been billed.Refunded only the month that was billed the same day.Your business is predicated on a providing nothing to its customers and then charging for a recurring service.I will be escalating in paypal as well.

  Business Response

  Date: 10/24/2022

  I had the opportunity to review this customer's account activity for the Monthly Subscription associated with ***************** I see that a $39.00 courtesy refund was issued to the customer's PayPal account for the charge incurred on October 22, 2022, though there was no prior cancelation on record. This total reversed the most recent charge on the account, the maximum amount eligible for a Customer Support Agent to refund per *********************** policy. I do see that the customer had disputed all previous charges with PayPal directly after receiving this refund, though he previously stated he felt the July charge was warranted.
  
  This account was created and used to sign up for a Monthly Subscription Plan. The plan included a 7-Day Free Trial period which was utilized to create and successfully download a XXXXXXXX XXX-XXXXXXX Agreement on July 14, 2022. At the conclusion of the 7-Day Free Trial, if no cancelation is made, a recurring billing of $39/month begins until canceled per our Terms of Use. The terms of the subscription and trial period are reiterated prior to the initial download when entering your billing information.
   
  Paypal automatically emails a receipt notification of this charge following the trial and each month thereafter at the time of renewal. We accept cancelations via PayPal directly, by phone, email, live chat, or through the customer's online dashboard. All customer activity is date and timestamped for record-keeping. Per this account's activity log, we have no record of any cancelation requests until the customer's email to our Customer Support Team this past Saturday, October 22, 2022, following the most recent monthly renewal fee earlier that day. I attached the account's activity log for reference. 
  
  Though we did not have any cancelation requests on file, our agent issued a courtesy refund for the most recent charge. Though a BBB complaint was filed and the disputes were made prior to hearing back from management on the escalated ticket (relating to the additional charges), I overrode our system and processed an additional $78.00 refund for the charges issued in September and August ($117.00 total including our agent's refund for October). The initial charge from July is not eligible for a refund as a form was successfully downloaded, and no cancelation was made within the 7-Day Free Trial.  The customer also stated the July charge was warranted in his initial refund request for October.
   
  The subscription has been canceled, and the account has been deactivated, so it will not be billed again. We notified this customer of the additional refunds and are respectfully requesting that this complaint be removed/resolved as we obliged his refund request though the account was not eligible for additional refunds due to the lack of cancelation.

  Thank you,

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

  Customer Answer

  Date: 10/24/2022

   
  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:10/19/2022

  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.

  Eforms been charging me $39.00 everyday so far and I havent even downloaded a thing from them. It offers a 7day trial period and I tried to cancel my subscription and was having a problem with that. Finally customer service said they would have it canceled which they ended up charging me everyday instead of cancelling. Everytime I try to contact them they put me on hold hang up or never respond back to me. There a scam. Dont use them. They will steal your money I promise.

  Business Response

  Date: 10/19/2022

  eForms provides numerous options for customers to obtain our forms at no cost. Our forms are available for FREE, as a blank template, without registering for an account or submitting any personal or billing information. Users can also create their forms utilizing our form-filling software (a premium service) at no cost, as we offer a free trial for all new customers under our Monthly Subscription Plan. This customer's account was created and used to sign up for the Monthly Subscription. The plan utilized the 7-Day Free Trial period to download multiple forms on September 29, 2022. At the conclusion of the 7-Day Free Trial, if no cancelation is made, a recurring billing of $39/MONTH begins until canceled per our Terms of Use. The terms of the subscription and trial are reiterated prior to the initial download when the customer enters his/her billing information. Our system automatically emails a receipt notification of this charge following the trial and each month thereafter to the address on file. We accept cancelations via phone, email, live chat, or through the customer's online dashboard.

  All customer activity is date and timestamped for record-keeping. Per this account's activity log, we have no record of any cancelation requests or communication from this customer following the end of her trial period until October 10, 2022, when the customer canceled her subscription directly via her account dashboard. This cancelation occurred after the end of the 7-Day Free Trial which ended on October 7, 2022. As there was no cancelation made within the trial period, the initial (and only) $39.00 charge was issued to her payment method on file on October 7, 2022. She had access through the end of her billing cycle ending on November 7, 2022, as she paid for the month,

  The customer emailed our Customer Support Team yesterday, October 18, 2022, claiming that we were charging her account "everyday," though that claim is inaccurate. The single and only charge on the account was from October 7, 2022, as there was no cancelation made within the trial period. Our customer support agent informed the customer of the activity on the account and explained she was billed the $39.00 fee on October 7, 2022, as there was no cancelation made within the trial. Attached to this response you will find the account's activity log showing the subscription registration, the download activity, the end of the trial period on October 7, 2022 (and subsequent single $39.00 charge), and the customer's account sign-in and cancelation on October 10, 2022, after the end of the trial period.

  After receiving this BBB complaint and reviewing this customer's account, I see that there has been no download activity on the account following the initial charge. Though there was no cancelation request made during the trial period, I processed a $39.00 refund for the single charge from October 7, 2022, back to the customer's payment method on file. We can confirm the subscription is canceled immediately as of today, October 19, 2022, due to the refund issued. The account will not be billed again. We are respectfully requesting that this complaint be removed based on the inaccuracy of the claim and misrepresentation of our billing schedule. We have provided evidence of this customer's activity, as well as, refunded the customer per their request as a professional courtesy. I have also attached the account's transaction log showing the only $39.00 charge from October 7, 2022, and the full refund issued today, October 19, 2022.

  Thank you,

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

• Initial Complaint

  Date:06/24/2022

  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 created an account in Aug of 2021 to help a friend find a document that can suit his need to copy or use as a template but canceled during the trial in Aug of 2021 fast forward to June 24 2022 i have malware and a massive breach of my emails and accounts and had to change passwords to everything. I get billed by eforms 4 hrs after they billed I contacted them and requested a refund telling them I didn't create this account and they refuse to refund. as you can see I am not the only one that complains about their practice one BBB reviews there is many , I again request a refund/ I filed a claim, and PayPal will not reverse it either They got a free $40 from me I guess but Buyer Beware do not do business with eforms avoid and use a local attorney or another company with better reviews.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/28) */ Two accounts were created under this customer's information. Both were used to take advantage of our Monthly Subscription Plan's 7-Day Free Trial for new members, which violates our Terms of Use. Our agent initially denied the refund request based on the violation and our system not allowing it as the accounts were flagged. After escalation, I proactively reached out to this customer via email and phone to explain the reasoning behind the refund request denial, being our system recognizes it as a violation. The customer stated that his information was used without his prior authorization on the secondary account. After a good conversation and in an effort to close out this complaint, I proactively processed the refund in good faith though it falls outside of our refund policy parameters. Mr. XXXXXXX thanked me for taking the time to contact him directly and appreciated the level of customer service that was offered to him. He stated he was going to be contacting the BBB to have this complaint removed. We are respectfully requesting that to be the case. Thank you, Jon - CCO Consumer Response /* (2000, 7, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/20/2022

  Type:Sales and Advertising 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.

  EForms offers free downloads of legal forms. I am not sure I ever down loaded a single form? They have been billing me $39 per month for 8 months that I could not see. Now, they agree to refund only 1 month. www.eforms.com 8 months charges at $39 - $282 less 1 month -117 Net loss $165 Jason Customer Support Manager said they would allow $117 refund. The truth of the matter is that an online search of this company shows in 3 places that they offer FREE downloads. Again, I am not sure if I did a single download and they have been billing me as a monthly subscription. I would not read monthly emails of companies where I have no contract This is a totally false case of false advertising. It has FTC implications.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/23) */ eForms provides numerous options for customers to obtain our forms at no cost. Our forms are available for FREE, as a blank template, without registering for an account or submitting any personal or billing information. Users can also create their forms utilizing our form-filling software (a premium service) at no cost, as we offer a free trial for all new customers under our Monthly Subscription Plan. This customer's account was created and used to sign up for the Monthly Subscription. The plan utilized the 7-Day Free Trial period to download a XXXXXXXXXX Loan Agreement (promissory note) on October 10, 2021. At the conclusion of the 7-Day Free Trial, if no cancelation is made, a recurring billing of $39/month begins until canceled per our Terms of Use. The terms of the subscription and trial are reiterated prior to the initial download when the customer enters his/her billing information. Our system automatically emails a receipt notification of this charge following the trial and each month thereafter to the address on file. We accept cancelations via phone, email, live chat, or through the customer's online dashboard. All customer activity is date and timestamped for record-keeping. Per this account's activity log, we have no record of any cancelation requests until the customer's call was initiated with our support team on June 15, 2022. During the call, our agent refunded the customer's most recent $39.00 charge as it was incurred within our refund policy timeframe. Our agent then escalated his additional refund request to management on the customer's behalf. Though outside our refund policy timeframe, our Customer Support Manager authorized an additional $78.00 refund ($117.00 total) back to the customer's payment method on file. This authorization covered 3X the eForms policy timeframe (normally 30 days), as it reversed the charges incurred within the most recent 90 days. We confirmed the subscription had been canceled, and the account would not be billed again. We are respectfully requesting that this complaint be removed. We have provided evidence of this customer's activity, as well as, refunded the customer beyond our refund policy guidelines in an attempt to reach a professional compromise.