Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I downloaded a free lease agreement from E-Forms and they started charging me $49 dollars a month. Their only email to me went straight into my spam folder. I tried to log onto their website to cancel the service and they did not have any of my emails on record. I had to call them and they claimed that I had signed up for a subscription at $49 per month, which is a lie. Why would I agree to pay them $49 a month for a single "free" pdf download. They must have these terms hidden somewhere in pages of ****. This is deceptive and unethical business practice.Now they will dispute this complaint with their usual form letter dispute, but look at the pattern, scroll down and you'll see pages full of this same complaint. Don't do business with this company. They are predators.

  Business response

  07/01/2024

  We respectfully request that this complaint be removed as it does not represent a genuine account of the customer utilizing our services or communicating with our customer support staff. This customer was verbally abusive to our staff, cursing and threatening our support agent after our agent professionally explained the activity on the customers account, informing him why the account was billed. 

  
  In lieu of downloading our FREE blank template without registering an account or entering any personal information, this customer chose to register an account under the email address ******************* and activated a Monthly Subscription Plan on February 19, 2024. This plan comes with a 7-Day Free Trial for new members to utilize our form-filling services and grant ****** to our entire database of premium forms during the active subscription. He utilized the subscription to create a California Residential Lease Agreement through our form-filler at the time of activation. 
  
  
  The terms of the subscription and free trial period are listed in our Terms of Use and reiterated prior to the initial download on the checkout page when activating the subscription and free trial. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, nor in any of the following billing cycles prior to its most recent renewal on June 27, 2024. A renewal notification and payment receipt is sent at every renewal period to the email address used at customer registration.

  
  Customers can cancel at any time from their eForms dashboard, or by contacting customer support via phone, email, or live chat. No cancellation requests were ever requested prior to the customer contacting us via phone on June 29, 2024, following the most recent renewal charge on the 27th. Once our agent explained the activity on the account and reasoning for the renewal charges, the customer became hostile, vulgar, and threatening toward our staff. All customer activity and communication is timestamped and phone calls are recorded for quality assurance purposes.
  
  
  Though the customer was hostile toward our staff during their interaction, our support agent processed a courtesy refund for the most recent renewal charge issued on June 27, 2024, as there was no additional activity on the account following the latest charge, per our Terms of Use. Our support agent canceled the subscription per the customer's request, and sent a cancellation and refund confirmation email to the customer at 11:18 AM EST on June 29, 2024, immediately following the conclusion of their phone call.

  
  
  We respectfully request that this complaint be removed as it does not represent a genuine experience utilizing our services, or interacting with our customer support staff. All details and terms of the Monthly Subscription Plan were provided at checkout, reiterated upon registration, and presented in the activation confirmation email. Contrary to this complaint, our support agent relayed the account activity and reasoning the customer was billed in detail upon inquiry when the customer called our support line on June 29, 2024. We ask that the customer allow 5-7 business days for the refund to appear back in their account, if the charge did not VOID completely if still pending at the time of refund. 
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 27, 2024, I purchased a limited liability company (LLC) operating agreement online from E-Forms that purports to be a draft agreement that conforms to the requirements of FL law. The agreement contains provisions that are in flat out violation of FL law. As one example, the draft agreement states that an LLC operating agreement can provide rules for distributions to equity holders. This is flat out wrong. Section 605.0404(1) of FL's limited liability act provides that distributions MUST BE pro rata to equity holders based upon each holder's equity contribution to the LLC.Please note that E-Form is an auto fill--meaning that the purchaser can fill in the names and addresses of the business and the equity holders and sign on the dotted line--as if a business can do that and be "good to go." Hardly!!!! A business that does that will be in big trouble because the agreement online does not comply with FL law.Thank God I had this document reviewed by someone who basically threw it away. It is completely unusable.I have tried to contact the business three times--twice by email and once by phone. The email responses seem to be automated responses that pick up on the word "refund" and then ask me for information that does not apply to me--specifically, the automated replies from E-Forms are asking me for the name of the agency that rejected the operating agreement. This does not apply to me because FL law does require an operating agreement to be filed with the state. (By the way, it is kind of amusing that E-Forms does not apparently read its incoming emails, much like it does not read its own agreements! Ha ha ha.)

  Business response

  06/13/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience interacting with our support staff and the claims made regarding our forms compliance are not accurate.

   

  This customer contacted our customer support team via email on Tuesday, June 11, 2024, at 5:22 PM. The email bodys format was jumbled text that was difficult to read, though we could ascertain that the customer was not happy with the ********************** information, requesting a refund of her Single Document Purchase for the FL LLC Operating Agreement. Though the email was not legible (attached for reference), as with all Single Document Purchase refund requests, our support team responded requesting information from the form that was being contested, and asked if it was rejected by a government agency, as we could not read the customers initial email. This was NOT an automated response. It was a personalized email response from one of our support agents, addressed directly to the customer, requesting additional information based on her request. 

   

  The customer responded with another email yesterday, June 12, 2024, again with formatting issues, making it difficult to read, so our team requested the additional information again. The customer then responded making claims that our responses were automated and threatening to contact online review platforms to make public complaints.

   

  
  Based on the customers emails not being legible, our customer support manager contacted the customer directly via phone yesterday, June 12, 2024, at 1:21 PM EST, within one hour of her latest email response. The manager requested further clarification of the specific issues with the form that were being contested. The customer stated she put it in her original email, and would not provide additional information. Our manager asked for clarification as we could not read the initial email clearly, due to the formatting issues, though the customer would not elaborate. The customer then threatened again to leave negative comments on public review boards such as the BBB. Our manager had to end the call due to the aggressive nature of the conversation and being threatened without being able to obtain any additional information from the customer. 

   

  Regarding the validity of the FL LLC Operating Agreement: This customer utilized our form-filling software and elected to create it as a two-member organization, taxed as a partnership (screenshot of her election attached). She also created the form, electing the option under Assignment of Interests allowing a member to ASSIGN or TRANSFER their LLC ownership interest with No restrictions (screenshot of her election attached). As eForms is a DIY website and default language is generalized based on state provisions, there may be situations that do not apply to all customers based on their form elections, though the form maintains general compliance standards. 

   

  
  After our ************************** reviewed this customers complaint, they confirmed that this customer is misstating the law by claiming distributions "MUST" be allocated pro rata (a proportional distribution as related to the member's ownership interest) in all instances. F.S.A. ******** (1) actually states that distributions must be allocated pro rata BEFORE the company's dissolution, i.e., not in all cases, and ********(5) further states that the company's profits and losses are to be allocated in the same pro-rata manner. These are the default provisions of the ***************************************** Act (FRLLCA), and listed in the final document that the customer created. However, ******** gives leeway to deviate from those requirements under subsection (2), which states the FRLLCA's default provisions govern UNLESS the operating agreement has a provision that provides otherwise; ******** then states 16 matters in which an operating agreement cannot deviate from the FRLLCA, none of which involve non-dissolution-based distributions.

   

  
  The user most likely takes issue with the verbiage because, as evident from their document, they are one of two members and one of the members (the customer that created the form) will have 98% interest as a result of being the sole member contributing initial funds. Were it the "sole decision of the Members" to distribute net profits, the non-contributing member could conceivably decide on a distribution that is not proportionate to its stake.

   

  
  Our QC Department revised the language of the form, specifically on the distributions and allocations provisions, to default to the FL compliance statutes. The default language requires distributions of net profits and losses under a pro-rata structure with no discretion from members. This may prove to be an issue in the future if a customer claims they do not want the default pro rata distribution as FL law permits the operating agreement to deviate from it if so stated otherwise in the actual agreement, though now it defaults to this language prior to making such elections.

   

  
  Though the customers final form was populated based on the elections chosen during form creation, we understand her frustration and possible confusion based on some of the verbiage within the form, deviating from the default language. Due to the situation, we refunded the purchase price of the Single Document Purchase ($55.00), notifying the customer of the refund via email prior to responding to this complaint. We are requesting that this complaint be resolved based on the refund being issued, and the form being within compliance with FL law.
  

  
  

  Customer response

  06/17/2024

   
  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

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was biiled $49 and I don't know what for. I called eForms. The person answering the phone was nice but she couldn't tell me what I was getting billed for.I think this happened due to paying taxes and some how I got routed to eForms. It is supposedly free but after two weeks they bill you.

  Business response

  05/06/2024

  We respectfully request that this complaint be removed as it does not represent a genuine account of the customer utilizing our services or communicating with our customer support staff.

  
  This customer registered an account under the email address ******************* and activated a Monthly Subscription Plan on March 20, 2024. This plan comes with a 7-Day Free Trial for new members. The terms of the subscription and free trial period are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, nor in the initial billing cycle prior to its renewal on April 28, 2024. 

  
  Customers can cancel at any time from their eForms dashboard, or by contacting customer support via phone, email, or live chat. A renewal notification and payment receipt is sent at every renewal period. 
  No cancellation requests were ever made prior to the customer contacting us via phone on April 30, 2024, following the most recent renewal charge. 

  
  The claims made in the complaint regarding our support staff not being able to tell the customer what he was billed for are not factual. All customer activity and communication is timestamped and phone calls are recorded for quality assurance purposes. When the customer contacted us via phone on April 30, 2024, at 11:04 AM EST, our support staff informed the customer that his email (provided by the customer) was used to register an account and activate a Monthly Subscription Plan on March 20, 2024. The plan was used to create a Washington Background Check Authorization Form. The customer confirmed he he created the form, and verified his personal information entered on the form. Our agent informed the customer that the account was billed as he signed up for the Monthly Subscription Plan and no prior cancellation was requested during the free trial period through the time of his call on April 30, 2024. The customer then asked for the subscription to be canceled. 

  
  Our support agent canceled the subscription per the customer's request, and sent a cancellation confirmation email to the customer at 11:07 AM EST on April 30, 2024, immediately following the conclusion of their phone call at 11:06 AM EST. Though the subscription had been canceled, the customer has access to his account and all services under the Monthly Subscription Plan until the end of the billing period which concludes on May 28, 2024, at 5:49 PM EST. The subscription will not renew, and the account will not be billed again. 

  
  We respectfully request that this complaint be removed as it doesnt represent a genuine experience utilizing our services, or interacting with our customer support staff. All details and terms of the Monthly Subscription Plan were provided at checkout, reiterated upon registration, and in the activation confirmation email. Payment confirmation and renewal notices were sent at the time of renewal. Contrary to this complaint, our support agent relayed the account activity and reasoning the customer was billed in detail upon inquiry when the customer called our support line on April 30, 2024. 
  

  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eforms took $199.99 out of my account without notice. This caused my bank account to go in the negative with a $30. Fee

  Business response

  05/06/2024

  We respectfully request that this complaint be removed as this customers account had already been serviced prior to it loading to our BBB profile.

  
  This customer registered an account under the email address **************** and activated an Annual Subscription Plan on April 28, 2023. The terms of the subscription are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the active billing period (1 year). 
  Customers can cancel at any time from their eForms dashboard, through PayPal, or by contacting support via phone, email, or live chat. A renewal notification and payment receipt is sent at every renewal via PayPal, as the customer utilized this third-party merchant as the funding source for her subscription. 

  
  All customer activity and communication is timestamped for record-keeping purposes. No cancellation requests were ever made prior to the customer contacting us via phone on April 28, 2024, following her most recent renewal charge. When the customer contacted us requesting cancellation and a refund on April 28th following the renewal charge, our support staff informed the customer that agents do not have the access to refund Annual Plan subscriptions. The customer was notified that the request would be escalated to management, and management would contact her directly within ***** hours. 

  
  Our customer support manager contacted this customer the next day, April 29, 2024. He informed her that we canceled her subscription immediately, and as no activity was performed after the renewal, he processed a $199.00 courtesy refund for the renewal charge collected the day before. 

  
  We respectfully request that this complaint be removed or amended as the account was serviced and a refund was issued within 24 hours, prior to the complaint loading to our BBB profile. Attached is the Refund Confirmation Issued on April 29, 2024, at 8:35 AM EST.
  

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Between 01/16/2024 and 03/16/2024 Eforms has charged my paypal account 3 times $49 unauthorized. I downloaded a FREE rental agreement from their website and was never disclosed i would be charged a monthly fee. I never received a receipt of charge, never once received any email regarding charges or any communication from the website. They quietly charged my account $147 over 3 months for 1 piece of paper that was FREE. I attempted to resolve with them various times by calling ************. They say they do not do refunds and refuse to help me.

  Business response

  04/29/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience interacting with our customer support staff, nor our communication relating to subscription renewal notifications.

  
  This customer registered an account under the email address ********************* to activate a Monthly Subscription Plan on January 8, 2024, at 4:11 PM EST. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a Massachusetts Residential Lease Agreement. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, and no cancellation requests were ever made prior to the customer contacting us via email on March 18, 2024, following her most recent renewal charge. 

  
  Customers have the ability to cancel their subscriptions by contacting our customer support team via phone, email, or live chat. They can also cancel at any time from their eForms dashboard or through PayPal. A renewal notification and payment receipt is sent via email at every renewal via PayPal, as this customer utilized the third-party merchant as the funding source for her subscription. 

  
  All customer activity and communication is timestamped for record-keeping purposes, and we have NO records of any communication from account activation until March 18, 2024. When the customer contacted us requesting cancellation and a refund on March 18, 2024, via email, we informed her that we could not edit any transactions as she already filed direct disputes with PayPal. Transactions are put into a HOLD status with PayPal until PayPal completes its investigation for the disputes. We informed the customer that we have no ability to edit during PayPals investigation, and we must abide by the decision stemming from their case findings. 
  

   

  PayPal contacted us on March 26, 2024, indicating that all three (3) dispute cases were found in eForms favor based on the lack of prior cancellation and no communication from the customer requesting to cancel previous to the latest subscription renewal on March 16, 2024. As such we informed the customer that we had to abide by PayPals findings. We confirmed with the customer directly that PayPal found the dispute cases in our favor and that we canceled her subscription at period end. The customer had access to her account and all of our services until April 16, 2024. The subscription did not renew, and the account was not billed again.  

  
  We respectfully request that this review be removed as it does not represent a genuine experience utilizing our services or interacting with our customer support staff. Attached to this response are the case findings from PayPal in eForms favor based on the customers direct disputes for the charges in question. 
  

  
  

  Customer response

  04/29/2024

   
  Complaint: 21619792
  
  I am rejecting this response because:

   

  I was NEVER informed of such charges. I downloaded a FREE rental agreement ONE piece of paper. The company went on to charge $49 THREE times without my knowledge. I received no receipts for the transactions from eForms - No confirmation emails - NO thank you for your payment the company kept charging. It was not until i was reviewing paypal transactions for something else that i noticed the charges. Even after disputing the charges eForms refused to refund or take accountability even though i never used the service other than that 1 free trial download. As a consumer i feel the company is deceiving customers and utilizing their free trial as means to extort consumers.
  
  Sincerely,
  
  *****************

  Business response

  05/06/2024

  We understand the customer's frustration, but *********************** is not able to do anything further regarding this account based on the customer filing disputes directly with PayPal, and PayPal finding each case in eForms' favor.

  To clarify, a Monthly Subscription with a 7-Day Free Trial was activated. She did not download "one free form." Our free templates are located on each form's webpage. This customer elected to utilize our proprietary form-filling software (a premium service) instead of downloading the free template, and activated the Monthly Subscription Plan at the time of download. If the subscription was canceled within the new member 7-Day Free Trial, the customer would have obtained the premium plan's form for free, even after using the form-filling services. As there was no cancellation requested, the subscription renewed after the conclusion of the free trial period. As stated in our original response, a renewal notification and payment receipt is sent via email at every renewal date via PayPal directly, as this customer utilized the third-party merchant as the funding source for her subscription. 

  
  When the customer contacted us requesting cancellation and a refund on March 18, 2024, via email, we informed her that we could not edit any transactions as she already filed direct disputes with PayPal prior to contacting our support team. Transactions are put into a HOLD status with PayPal until PayPal completes its investigation for the disputed charges. We informed the customer that we have no ability to edit any disputed transactions during PayPals investigation, and we must abide by the decision stemming from their case findings. 
  
  
  PayPal contacted us on March 26, 2024, indicating that all three (3) dispute cases were found in eForms favor based on the lack of prior cancellation and no communication from the customer requesting to cancel previous to the latest subscription renewal on March 16, 2024. As such we informed the customer that we had to abide by PayPals findings. We confirmed with the customer directly that PayPal found the dispute cases in our favor and that we canceled her subscription at period end. The customer had access to her account and all of our services until April 16, 2024. The subscription did not renew, and the account was not billed again.  
  

  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Website results on ****** advertise free forms but you are forced to pay for a subscription to access them. It is BLATANT false advertising.

  Business response

  04/22/2024

  We respectfully request that this complaint be removed as it does not offer a genuine experience utilizing our website, nor represent our available services. 

  
  To clarify, we offer our forms for FREE as blank templates without registering an account or entering any billing information. Every FREE form is available per compliance standards in Adobe PDF, ********* Word, or as an ODT file on that specific form's webpage on our site. Users can download our templates completely FREE and never have to register an account or enter any personal details or payment information.
  If a customer elects to utilize our form-filling software instead of downloading the FREE form, that service comes with a premium plan. All pricing options are listed in our Terms of Use, reiterated before checkout, and are displayed in full transparency on our pricing page. 

  
  Customers still have the ability to obtain their forms for FREE, even after utilizing our form-filling services, as our Monthly Subscription Plan comes with a no-obligation 7-day FREE Trial for NEW MEMBERS. Customers can use our premium plan software and download one (or every form on our website) completely free within the 7-Day Free Trial period. They will not be charged if they cancel during the trial. Though we offer the free trial with our Monthly Subscription plan, users have the ability to download our forms for FREE without registering an account or entering any personal information by downloading our free templates at any time. 
  Based on this complaint filed with the Better Business Bureau, we reviewed our database to see if this customer ever visited our website and/or if we had any prior communication via our customer support team. Based on the personal information provided by the complainant, we located a registered account in our system, though the user never communicated with our customer support team. 

  
  This user was not offered a FREE trial when saving his most recent Nevada Residential Lease Agreement on April 19, 2024, because he previously utilized our services. This customer originally registered an account in our system on December 7, 2022, and activated a Monthly Subscription Plan and the NEW MEMBER 7-Day Free Trial period to download a previous Residential Lease Agreement. The user immediately canceled the subscription following the successful download of his document (for Free) on December 7, 2022. As he canceled within the 7-Day Free Trial period, the account never incurred any charges. He received his form after utilizing our premium, form-filling wervices, completely FREE. 

  
  When the user logged in on April 19, 2024, and attempted to download a NEW Residential Lease Agreement after using our form-filling services again, he was presented with the checkout page to reactivate his subscription as he previously utilized our 7-Day Free Trial under the Monthly Subscription Plan in 2022.

  
  If the user does not wish to reactivate his subscription, he can download one of our FREE templates anytime. If he wishes to download the recently created form after using our premium form-filling services, he will be subject to reactivating a premium plan or downloading the document as a one-time purchase. 

  
  As the complaint is inaccurate and does not represent a genuine experience utilizing our website, we respectfully request that it be removed. Attached is a copy of the complainants account activity log and a copy of our FAQs showing how to download our templates for FREE.
  

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to cancel a free trial and it did not process correctly. I was charged $49 which they have so far refused to refund.

  Business response

  04/05/2024

  We are respectfully requesting that this complaint be removed per the customer's direct indication that they would remove it directly. 

  Our support team had to escalate this refund request to management at the time of the first communication with this customer (when the initial refund request was made) as there was no prior cancellation request made before the initial charge. This complaint was recorded within the 30-minutes from the time of the customer's original correspondence with our support agent and the time our Customer Support Manager replied to the escalated ticket, in which a courtesy refund was issued.

  The customer let us know that they processed the complaint after speaking with our agent, but would remove it once hearing from our Customer Support Manager after the escalation process. As this customer's account was already serviced and the initial charge was refunded within 30 minutes of the original refund request, we respectfully request that the complaint be removed. This complaint loaded to our profile after the refund was issued.

  Thank you

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1, 2023 I downloaded a form, from the web based company eForm, on a 7-day free trial promotion. On the very day I downloaded the form I emailed the company and canceled the monthly subscription to eForm that would have begun after the seven day trial period. I received a message from eForm that said they received my request and would get back to me. As the promotion said I could cancel any time in the seven day period by email or phone, I assumed that I fulfilled my responsibility requesting the cancelation of the promotion. In February, 2024, I learned that I was being charged a monthly fee of $39 that had begun on July 10. I was charged $39 in the months of July, August, September, October, November, December, January, and February. In February I noticed for the fist time the eForm charge on my credit card. I then went back to previous month's statements and discovered all the above charges. I called and spoke with a representative who said he could only refund one month's fees due to strict company policy. He said that an email was sent to me prior to each charge on my credit card. I said that I had no record of such emails. I searched my junk message files and found the messages (I had never looked at my junk messages prior to this.) I said that it was unacceptable that he would only refund one month and he referred me to a manager. Via email the manager said he was breaking policy and refunded me for a total of 3 months fees. I told him that I had submitted a cancellation request on July 1 (I never returned to the eForms site after my initial use on the morning of July 1, 2023) and that I demanded all of my money be refunded. He said he had no evidence of my request and that he could not refund me the rest. I emailed again that I submitted the cancelation request but he did not respond to my further communication. My cancellation request number to the eForm company was time stamped July 1 at 1:28pm and the request number is *******.

  Business response

  03/26/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience utilizing our services or interacting with our support staff.

   

  This customer registered an account under the email address ********************* to activate a Monthly Subscription Plan on July 1, 2023, at 3:32 PM EST (1:32 PM MST). This plan comes with a 7-Day Free Trial for new members, which was utilized to download a ******** Amendment to an LLC Operating Agreement. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated before the initial download when activating the subscription. Upon registering, we also provide cancelation instructions to the customer in their activation confirmation email. 

   

  Our system automatically emails a receipt notification of this charge following the trial and each month thereafter to the address on file. We accept cancellations via phone, live chat, email, or directly through the users dashboard. All customer activity and communication are timestamped for record-keeping, and we received no cancellation requests for this subscription until the customer contacted us via phone on February 12, 2024, at 4:09 PM EST (Ticket 1180494). 

  
  The customers claims that he contacted us to cancel on July 1, 2023, under Ticket *******, at 1:28 PM MST is FALSE. The customer did contact *********************** support via live chat under that ticket on July 1, 2023, at 1:28 PM MST, requesting a password reset. No cancellation request was made, as he activated his subscription that day at 1:32 PM MST (his timezone) AFTER the password was reset by our support team stemming from this ticket. This ticket was created before the customer activated his subscription plan. Our support team assisted him with resetting his password to access his account, and the customer proceeded to activate his subscription with the new login details provided by our support team following the service received. I attached a copy of Ticket ******* for record. The customer even rated our agent positively based on his support when resetting his password. 

  
  The claim that the customer had no record of our monthly payment renewal emails is also FALSE. He stated that he never received any emails and that they were sent to his quarantine folder, which he never checked prior to contacting us on February 12, 2024. Attached is the report of all account-related email deliveries for this customers account. It lists the timestamps of when each monthly renewal and payment confirmation email was delivered to this customer. It also shows that the customer opened renewal emails shortly after they were delivered, so the claim they were never seen is not factual. 

  
  Upon reaching out to our customer support team on February 12, 2024, our agent canceled the subscription immediately and processed one refund for the charge incurred within the most recent 30 days per our refund policy. Once escalated, our management team overrode our system and refunded two additional previous charges as a professional courtesy based on the inactivity on the account. This authorization covered 3X the eForms policy timeframe (normally 30 days), reversing the charges incurred within the most recent 90 days.

  
  As the customers claims in this complaint are not factual based on the supporting evidence included in this response and the fact that weve already refunded the account beyond our refund policy parameters, we respectfully request that this complaint be removed from our business profile.

  
  Thank you
  

  
  

  Customer response

  03/26/2024

   
  Complaint: 21476967
  
  I am rejecting this response because:  I appreciate the clarification on the time stamp issue that it was about a password reset.  I could not tell on my end what the message said.  I assumed it was a cancelation.  I continue to dispute this because I never once went back to use the eForm service after my initial use on July 1.  I did not receive emails as stated because they went into my junk/quarantine folder as I said.  I find it ironic that all of those messages went there while all other e-mail communication came to me in my in-box.  How is this possible?  I only went to look in my junk folder after I saw on my credit card statement that I was being charged for this service.  You are forcing me to pay something that I obviously knew nothing about and had assumed I had canceled the service.  I find it incredibly bad business to charge me when I used the service once on trial and never returned.  Over $300 for one form?  Really?  If you need the money that badly, it's all yours.
  
  Sincerely,
  
  *********************

  Business response

  03/27/2024

  We understand the frustration this experience may have caused, though we have already done all we can do regarding the account. As with any subscription-based service, the subscription, once activated, will remain active until it is either canceled by the subscriber directly, or by the merchant per the subscriber's request.

  As we never received any prior communication to our support team requesting to cancel the subscription and there was no cancellation made directly through your dashboard, it automatically renewed each month per the agreed upon Terms of Use. These terms were reiterated during activation on the checkout page, and we did not receive a cancellation request until you contacted our support team on February 12, 2024.

  eForms, unfortunately, is not able to manage how emails are routed once delivered based on your personal email inbox's privacy settings, though all correspondence was confirmed as delivered, at the time of each renewal per our supporting evidence. Some of the renewal emails were actually opened. 

  Understanding the situation when you did contact us in February, our team refunded the account beyond our refund policy's timeframe by processing refunds for the charges incurred within the most recent 90 days. The recurring subscription charge grants you access to your completed form(s) and the ability to utilize our form-filling services on all of the forms in our database. We cannot be held responsible for the use, or lack of use of an active subscription.  

  Customer response

  03/27/2024

   
  Complaint: 21476967
  
  I am rejecting this response because:  Policies are made to be changed when circumstances arise such as in my case.  I find it interesting that all of your email correspondence had no difficulty getting through to me.  That is, all emails except the ones that informed my of each monthly charge (those were sent to my quarantine folder).  Hum.  In any case, if a policy is found to be problematic, as in my case, I think it could be changed or at least modified.  In fact, a manager did modify the one month refund policy (which I was told was strictly enforced) and returned three months of the eight months I was charged.  So if you can modify or change that policy there is absolutely nothing keeping you from refunding all of these unreasonable charges.  You can rationalize it any way you wish.  The truth remains that this is a bogus situation.  I know it and you know it.  Either do the right thing and return my money or just keep it as you seem to need it more than I do.  If you decide you are going to stick to your "unwavering" policy, there's no need to rationalize it to me again.  I get it.  Thanks anyway.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used eforms to create template for an lease agreement in August 2023 & paid for the print out. They have been charging me every month for subscription. This is troubling and upsetting. I would like help resolving this issue.

  Business response

  02/12/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience utilizing our services.

  
  This customer registered an account under the email address **************** to activate a Monthly Subscription Plan on August 16, 2022, at 4:18 PM EST. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a ******** Residential Lease Agreement. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, and our customer support team processed a courtesy refund of the initial charge on September 21, 2022, as a one-time courtesy, when the customer reached out to our support team requesting to cancel in the first billing cycle.
  

   

  The account was signed into and used to reactivate the Monthly Subscription Plan on August 8, 2023, at 12:49 PM EST (one year later) to successfully download the ******** Residential Lease Agreement. As the customer reactivated her Monthly Subscription Plan to download her form, the account was billed at the time of reactivation on August 8, 2023. A renewal and payment confirmation email was sent at the time of reactivation and each month thereafter. We accept cancellations via phone, live chat, email, or directly through the users dashboard, and we received no cancellation requests until the customer contacted us on February 9, 2024, at 4:03 PM EST.   When the customer contacted us requesting a refund, our customer support team confirmed that the account would typically not be eligible for a refund due to a prior refund being issued in the past. The customer is aware that they were reactivating their Monthly Subscription Plan, not making a one-time purchase, as they activated the Monthly Subscription in the past, and previously received a refund due to a another lack of cancellation before renewal.

   

  Though ineligible, our support team issued an additional refund on February 9, 2024, for the customers most recent charge on the account. The denial of the additional refunds beyond the charges incurred within the most recent 30 days was based on the subscription being reactivated following a previous cancellation and refund. No cancellation attempts were made on the Monthly Subscription following the reactivation though a renewal and payment confirmation email had been delivered to the customer each month during the active subscription. 
  

   

  Our support team canceled the subscription on February 9, 2024, at 4:06 PM EST and processed the additional refund to the payment method on file though the account was ineligible per our Terms of Use. We asked the customer to allow 5-7 business days for the refund to appear back on their statement, and make note that if the charge was still listed as PENDING, it will void completely as the charge was issued on February 8, 2024, and the refund was issued on February 9, 2024.
  

  
  

  Customer response

  02/20/2024

   
  Complaint: 21272304
  
  I am rejecting this response because:
  I have not receive a refund for $195.00.. thats the total charged to my card. To print a document with eforms is about $40. I did not ask for subscription. I would like a refund in full amount owed $195.00. Im hoping for a prompt resolution. 
  
  Sincerely,
  
  ********************************

  Business response

  02/22/2024

  The account was signed into and used to reactivate the Monthly Subscription Plan on August 8, 2023, at 12:49 PM EST (one year later) to successfully download the ******** Residential Lease Agreement. As the customer reactivated her Monthly Subscription Plan to download her form, the account was billed at the time of reactivation on August 8, 2023. A renewal and payment confirmation email was sent at the time of reactivation and each month thereafter. We accept cancellations via phone, live chat, email, or directly through the users dashboard, and we received no cancellation requests until the customer contacted us on February 9, 2024, at 4:03 PM EST.   When the customer contacted us requesting a refund, our customer support team confirmed that the account would typically not be eligible for a refund due to a prior refund being issued in the past. The customer is aware that they were reactivating their Monthly Subscription Plan, not making a one-time purchase, as they activated the Monthly Subscription in the past, and previously received a refund due to a another lack of cancellation before renewal.
  
  Though ineligible, our support team issued an additional refund on February 9, 2024, for the customers most recent charge on the account. The denial of the additional refunds beyond the charges incurred within the most recent 30 days was based on the subscription being reactivated following a previous cancellation and a previous refund being issued on the account. No cancellation attempts were made on the Monthly Subscription following the reactivation though a renewal and payment confirmation email had been delivered to the customer each month during the active subscription. 

  We have attached the account's activity log to this response for record. It displays all customer activity since account creation (including the subscription's original activation, prior cancellation, and reactivation on August 8, 2023).

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This happened to me 01-24-2024.This business took money out of an account completely unknown to me.Somehow they managed to charge me through PayPal and now with the excuse that this email, has my last name, they think I subscribed to it.Besides me asking and explaining that this is an issue Im having with PayPal, because this is the second time it happens; that a random businesses takes money out of my PayPal account.They refuse to refund me under some ridiculous policy that since I was a member once I cant access a second time free trial and what they dont seem to understand is that I DID IN FACT NOT SUBSCRIBE from the email they say I allegedly did.****** even notified me to my actual email absolutely any resolution and I spoke with 2 agents and all they could do is cancel de subscription even though I explained that the payment is indeed mine but I have absolutely no knowledge of this emails existence let alone access to it, and that email is somehow associated to the account that managed to charge my PayPal. If they did sent an email they probably sent it to that other email they swear its mine so only thing they did was probably notify whoever it is has that email and let them know that Im reporting the fraud.Sadly I cant dispute the transaction with my bank, being that its a bank from outside the US and they dont have this option, so I am disputing it with both PayPal and this service to see who can give me a solution. Im still waiting on a notification email of anything because they havent sent me no information to MY ACTUAL EMAIL, and not only that but Ill call again tomorrow to request legal contact information because if this is not solved soon, Ill have my lawyer reach out to their legal department, and from then on they can understand each other.Being this is the second time (different LLCs) that money is weirdly and randomly taken out of my account, I refuse to let this slide one more time.I blame Eforms for this fraud.

  Business response

  01/25/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience utilizing our services or interacting with our support staff.
  

  This customer registered an account under the email address ************************* (email address including the customers name) to activate a Monthly Subscription Plan on January 31, 2023, at 10:18 AM EST. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a Georgia Residential Lease Agreement, which included the customers personal information. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was canceled during the free trial period, and no charges were processed to the account.

  A secondary account was registered and used to activate a NEW Monthly Subscription Plan and 7-Day Free Trial on January 09, ****, at 12:17 PM EST, under the email address ******************** (email address again including the customers name). This secondary account was used to successfully download ANOTHER Georgia Residential Lease Agreement. Both forms from each account list the customers personal information, and the residential lease agreements were created one year apart. The personal customer information on each form matches and is the same as the billing information for the customer on each account. 

  Per our Terms of Use, Free Trials are limited to one free trial per user. Though ineligible, the customer activated the second subscription, did not cancel within the 7-Day Free Trial period on that account, and was billed following the trial. As the secondary account was in violation of our Terms of Use, when the customer contacted us requesting a refund, our customer support team confirmed that the secondary account was not eligible. The denial was based on the violation of our Terms of Use after confirming all matching personal information listed in each account, on the documents, and with both accounts billing information. 

  This customer confirmed with our customer support staff (on a recorded line) that the secondary account email is hers, though she did not sign up, so her claims of not knowing the other email address is a false statement. The billed PayPal account is linked to the same email address as her initial eForms account, and the ** address used to register the second eForms account matches the personal information relating to this customer. 

  Our support team canceled the secondary subscription at period end, and the customer has access to all of our services until February 17, ****, at 12:17 PM EST. The subscription will not renew, and the account will not be billed again.

  As the statements in this complaint are not factual, we respectfully request that the complaint be removed.
  

  
  

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