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:01/27/2025

  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.

  The business charged for a trial $1.99. Then charged $1.99 again as well as a $49.99 charge. The transaction did not clear yet, the service was never used and the company refuses to refund the money. "It is against their policy." Is what they tell me. So they will charge anyone and run with their money even if the service is not used. These unfair practices should be against the law. I would like assistance getting my money back.

  Business Response

  Date: 01/28/2025

  Dear ******,

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.

  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.

  Our records indicate that on January 12, you subscribed to our introductory 7-day offer, which automatically converts to the monthly subscription at the full price of ***** USD unless canceled before the time of renewal.

  We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction.

  Upon thorough review of your account, we have confirmed charges totaling ***** USD. Given the circumstances, we have authorized a complete refund of this amount. We have also processed the cancellation of your subscription as requested, and you will not incur any future charges. Regarding the refund, please note that while we have processed it immediately, it typically takes 7-10 business days to appear in your account, depending on your banking institution's processing times.

  Should you have any additional questions or require further clarification, please contact our support team at ******************************. We remain committed to assisting ******** regards,

  PDF GURU Team

• Initial Complaint

  Date:01/16/2025

  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.

  ******* has charged me a monthly subscription without my consent. **************** does not have a phone number, just email. Very hard to get a hold of them. I demand a refund!

  Business Response

  Date: 01/28/2025

  Dear ******,

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.

  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.Our records indicate that on December 02, you subscribed to our introductory 7-day offer, which automatically converts to the monthly subscription at the full price of USD ***** unless canceled before the time of renewal. 

   We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction. Additionally, Id like to kindly inform you that you can reach us at *****************. Please note that we only handle incoming calls and do not make outbound calls.

  Upon thorough review of your account, we have confirmed charges totaling USD 50.98. Given the circumstances, we have authorized a complete refund of this amount. We have also processed the cancellation of your subscription as requested, and you will not incur any future charges.

  Regarding the refund, please note that while we have processed it immediately, it typically takes 7-10 business days to appear in your account, depending on your banking institution's processing times.

  Should you have any additional questions or require further clarification, please contact our support team at ******************************. We remain committed to assisting you.

  Best regards,
  PDF GURU Team

• Initial Complaint

  Date:12/10/2024

  Type:Billing 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.

  The company's name is PDF GURU, and it is the website- a digital service that reduces file size.Transaction Date: 07-29-2024 The product reduces the size of one PDF file. It was a one-time purchase. I never noticed I was subscribing monthly to the service I have not used since July.However, they charged me $49.99 in August, September, and October without any notification or receipt. They never emailed me the monthly billing receipt, so I never knew. I requested a refund for a product I had never used and subscribed to, but they denied it. They did not inform me or explain the subscription to me. I never knew I was subscribed to their product because there was no order number or list information. When I checked the ***** app to check the current subscription status, this product was not shown.

  Business Response

  Date: 01/09/2025

  Dear Sieon,
  We appreciate you bringing your concerns to our attention through the Better Business Bureau.

  
  We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.
  
  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.
  
  Our records indicate that on July 29th, 2024, you subscribed to our introductory 7-day offer, which automatically converts to the monthly subscription at the full price of ***** USD unless canceled before the time of renewal. We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction.
  
  Upon thorough review of your account, we can confirm that you have been fully reimbursed for all charges totaling $150.96.
  
  Should you have any additional questions or require further clarification, please contact our support team at ******************************.
  We remain committed to assisting you.
  
  Best regards,
  PDF GURU Team

  Customer Answer

  Date: 01/09/2025

  Hi 

  Thank you for checking and reimbursing it to me. But I only see $100 not $150. 
  Thank you so much. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22657373
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22657373
  
  I am rejecting this response because: Thank you for checking and reimbursing it to me. But I only see $100 not $150. 
  Thank you so much. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/03/2025

  Dear Sieon,
  
  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.
  
  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.
  Our records indicate that on July 29th, you subscribed to our introductory 7-day offer, which automatically converts to the monthly subscription at the full price of ***** USD unless canceled before the time of renewal.
  
  We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction.
  
  Upon thorough review of your account, we can confirm that you have been fully reimbursed for all charges totaling $149.97. Given the circumstances, we have authorized a complete refund of this amount. We have also processed the cancellation of your subscription as requested, and you will not incur any future charges.
  
  Should you have any additional questions or require further clarification, please contact our support team at ******************************. We remain committed to assisting you.
  
  Best regards,
  PDF GURU Team

  Customer Answer

  Date: 02/03/2025

   
  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:12/03/2024

  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.

  On Sunday, December 1, 2024, PDF Guru communicated to me via email that they intend to charge my credit card $49.99. While I promptly replied to the email to informed them that I did not want their service and to please not charge my credit card, they did so anyway! Their follow-up email to me - in response to my aforementioned email - the next day included an apology for the confusion and that they never charge customer without the customer's full understanding. I subsequently replied, therefore, to request the company to reverse the $49.99 credit card charge. Not receiving a reply to my email, I sent another email to which I have yet to receive a reply. The company acknowledged the customer's (my) confusion and explicitly stated that they never charge a customer without their full understanding (clearly, as PDF Guru understands me to be a confused customer, I clearly do not have a full understanding of the matter. I do, however, know that I should be refunded $49.99. Thank you in advance for your assistance.

  Business Response

  Date: 12/11/2024

  Dear ******,
  
  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.
  
  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.
  Our records indicate that on November 24, 2024, you subscribed to our introductory 7-day offer, which automatically converts to the monthly subscription at the full price of ***** USD unless canceled before the time of renewal.
  
  We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction.
  Upon thorough review of your account, we have confirmed charges totaling $50.98. Given the circumstances, we have authorized a complete refund of this amount. We have also processed the cancellation of your subscription as requested, and you will not incur any future charges. Regarding the refund, please note that while we have processed it immediately, it typically takes 7-10 business days to appear in your account, depending on your banking institution's processing times.
  
  Should you have any additional questions or require further clarification, please contact our support team at ******************** We remain committed to assisting you.
  
  Best regards,
  PDF GURU Team

• Initial Complaint

  Date:10/21/2024

  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 signed up for a free trial with PDFGuru, and the experience has been nothing short of frustrating. Despite their claims of transparency, the company automatically renewed my subscription without providing clear communication or an adequate warning before the trial period ended.The primary issue is their failure to meet the requirements outlined in the *Restore Online Shoppers Confidence Act (ROSCA)*, which mandates that businesses clearly communicate material terms, including subscription charges, before the free trial ends. PDFGuru did not do this, and I was charged without receiving proper notice or obtaining my informed consent. Furthermore, after I reached out for a refund, I was informed that their payments are non-refundable, despite the fact that I never received adequate communication regarding my subscription. Even after multiple attempts to resolve the issue, I received generic responses that simply copy and paste prior communications without addressing my concerns directly.PDFGuru also claimed to resend important emails, yet I never received them, even though their other emails seem to arrive just fine. This inconsistency in communication is concerning and unprofessional. Their customer service has been extremely disappointing, and I have had to request that my case be escalated due to their unwillingness to engage meaningfully with my *********** my experience, PDFGuru employs tactics that feel designed to take advantage of consumers. I strongly urge others to avoid this service, as the lack of transparency and disregard for consumer rights has left me frustrated and disappointed.

  Business Response

  Date: 11/01/2024

  Dear ****,
  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.
  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.
  
  Our records indicate that on 10 Oct 2024, you subscribed to our introductory 7-day offer, which automatically converts to the Monthly subscription at the full price of ***** unless canceled before the time of renewal.
  
  We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction.
  
  Upon thorough review of your account, we have confirmed charges totaling $51.08. Given the circumstances, we have authorized a complete refund of this amount. We have also processed the cancellation of your subscription as requested, and you will not incur any future charges. Regarding the refund, please note that while we have processed it immediately, it typically takes 7-10 business days to appear in your account, depending on your banking institution's processing times.Should you have any additional questions or require further clarification, please contact our support team at ******************************. We remain committed to assisting you.
  Best regards,
  PDF GURU Team

  Customer Answer

  Date: 11/01/2024

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

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  Recently I noticed two charges from Pdfguru coming out of my checking account. One for .99 and the other for *****. As I checked into it I realized it wasnt anything I signed up for. I have an apple phone and I can convert to pdf using notes app that is already on the phone. I can only assume my grandaughter downloaded the app as she plays on my phone - she is very computer savvy and uses electronics beyond what I am capable of. When I download apps I keep track of them inside the subscription section of my iPhone and it wasnt on there. I emailed the company and asked to be reimbursed but they state since I downloaded the app they arent willing. They also state I opened an email and I went through my email trash and have only found emails of me requesting them to cancel. Since my grandaughter is only 10 I feel as if a reimbursement for a subscription isnt a big request. I would be happy to pay for the one download they claim I made.

  Business Response

  Date: 11/15/2024

  Dear ****,

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.
  
  Our records indicate that on Aug 14, 2024, you subscribed to our introductory 7-day offer, which automatically converts to the monthly subscription at the full price of 49.99 USD unless canceled before the time of renewal.We regret that you experienced difficulties with our service and sincerely apologize for any frustration this may have caused. Our goal is to ensure complete customer satisfaction with every interaction.
  
  Upon thorough review of your account, we can confirm that all charges (totaling $100.97) have been fully refunded. We have also processed the cancellation of your subscription as requested, and you will not incur any future charges.
  Should you have any additional questions or require further clarification, please contact our support team at ******************************. We remain committed to assisting you.
  
  Best regards,
  PDF GURU Team

  Customer Answer

  Date: 11/15/2024

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

• Initial Complaint

  Date:10/07/2024

  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.

  Friday 13 September 2024 I tried pdfguru.com decided I don't want to use their services and would like to delete my account. I ve already have had my social security number compromised by a ******** ******* po box 217 Moab Utah ***** number ************

  Business Response

  Date: 11/18/2024

  Dear Customer,
  
  We appreciate you bringing your concerns to our attention through the Better Business Bureau. We have carefully reviewed your submission and would like to provide a comprehensive response to address each point you've raised.
  
  PDF Guru is a web-based platform that provides professional PDF editing and conversion tools. We want to clarify that our platform is designed with user control in mind - all accounts are created directly by users through our website, and we never establish accounts without explicit user action. When users choose to subscribe to our services, they complete the billing process directly through our secure payment system on our website.
  
  We aim to deliver the best possible experience to all our customers. In this case, we were not able to locate any charges from our side based on the information available from your message on the BBB. We have reached out to you at the email address provided in the complaint to request additional information so we can investigate this matter further.
  
  Should you have any additional questions or require further clarification, please contact our support team at ******************** We remain committed to assisting you.
  
  Best regards,
  PDF GURU Team

  Customer Answer

  Date: 11/24/2024

   
  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. As long as there is no bill.  I do not want this service and I do not want to subscribe to your services let's make this clear.
  
  Sincerely,
  
  ******** *****