Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Foxit software March of 2024. there is an auto renew feature that will automaticly renew the subscription every year. I did not want to renew the software in 2025 so I called customer support and was told it was disabled. my march credit card statment has a charge for renewal. I called several time to discuss it with Foxit, but after waiting in a queue for 10 minites it automatinly sends you to voice mail. I sent an email and got a reponse that they will not refund my money.

  Business Response

  Date: 04/24/2025

  In response to this issue, we have processed a prorated refund based on the date of your refund request. This means you will be reimbursed for the unused portion of the subscription period from the date of your complaint. Please find attached the receipt for this refund. The refunded amount should appear on your credit card statement within the next 5-7 business days.
  .
  
  Should you have any further questions or concerns, please do not hesitate to contact us directly.
  Thank you for your cooperation.
  
  

• Initial Complaint

  Date:03/17/2025

  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.

  Complaint against Foxit, PDF software.A pdf document received has a hyperlink showing the wrong info. Clicking the link goes to the wrong website. The hyperlink and info entered by the company issuing the pdf is correct.Another pdf reader displays the hyperlink correctly, and goes to the correct website.Reported the problem on 15 January 2025. They "can reproduce it and has reported to QA team for checking".I follow up every 2-3 weeks, as they don't contact me.3 Feb 2025 "it has been reported to R&D team for investigating and I'm still waiting for update. I've left comments to them and urged to update as soon as possible."26 Feb 2025 "I would like to extend my sincerest apologies for the inconvenience you have experienced due to the bug you reported. I want to assure you that your feedback has been communicated to the relevant department, and they are actively working on it. I am pleased to inform you that the issue has been thoroughly investigated, and the development team has outlined a detailed plan to resolve it. However, at this time, we do not have a specific timeframe for when the fix will be completed. I have been in regular communication with the team to expedite progress and ensure that this issue receives the attention it deserves. I will continue to monitor the situation closely and keep you updated with any new developments."You must laugh at the last sentence... "I will continue to monitor the situation closely and keep you updated with any new developments."NOT ONCE have I been updated.They admit it is a bug, but have no specific timeframe to fix it.Upon checking Foxit's website for any updates...Case N/A Opened 15/01/2025 Status Closed Case Number ****** Wrong Hyperlink shown The case has been Closed? Without my knowledge or them contacting *****'s not rocket science. Better go to the ************* and be stranded for 6 months before being rescued, but I doubt the bug would be fixed by then.

  Business Response

  Date: 03/20/2025

  Dear ******,
  Thank you for your patience and for bringing this issue to our attention. We sincerely apologize for the frustration and inconvenience caused by the prolonged delay and the lack of updates. Your feedback is invaluable to us, and we deeply regret not meeting your expectations in resolving this matter sooner.
  As mentioned earlier, our team has successfully replicated the issue and developed a fix. However, due to the complexity of the underlying code dependencies, integrating the solution requires updates across multiple systems. While our upcoming major release (Version ******) is in its final testing phase and cannot accommodate changes at this stage, weve prioritized your case and are pleased to offer you early access to a beta build containing the fix.
  Beta Build Details:
  Download Link: ******************************************
  Expiration Date: 2025/3/26
  This beta build will allow you to test the solution ahead of the official release. The fix will also be fully integrated into Version ******, which is targeted for release in mid-2025.
  Important Notes:
  This is an internal test version. Please do not share or distribute it externally.
  If you encounter any unexpected performance issues during testing, we recommend reverting to the current official release (v2024.4.1 or purchased version 9.7) as a precaution.
  Our team will prioritize resolving any new issues promptly.
  Regarding the case closure, we apologize for the confusion. Our system automatically closes cases after a certain period, but this is purely a technical placeholder. Rest assured, your issue remains a top priority, and weve manually created a new case to ensure continuous tracking and updates.
  We take full responsibility for the lack of proactive communication. While we hesitated to share vague updates, we recognize that this approach fell short of your expectations. Moving forward, we commit to providing you with regular updates on the progress of your case.
  Thank you again for your understanding and for your willingness to participate in the beta testing. If you have any questions or encounter any issues during testing, please dont hesitate to reach out. Were here to support you every step of the way.

  Sincerely,
  ****** *****
  Level 1 Support Team
  Customer Service Center
  Foxit Software Incorporated

  
  

  Customer Answer

  Date: 03/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23074585.

  A bug was reported, and has been fixed, though am now being forced to change to a newer product with an annual fee of HKD1,243.13. I understand products move on, but if it works, then why change.  The bug does not affect day to day work, but a product that offered a lifetime licence should be updated, without forcing a customer to start paying a subscription.  Yes, I have the use of a 1-year free subscription, though I am sure the annual fee will be increased after that and I will need to be pay annually, rather than the one-off lifetime fee.

  The lifetime licence was HKD$1,005.34, and is no longer a lifetime licence.  There should be a law against stating that something is lifetime, then take that lifetime licence away.  We are not talking about the lifetime of a an indestructible product.  It is software that will continue to run on future computers, and now that lifetime promise has been withdrawn.

  I shall use the free subscription, though when it runs out shall revert to the product bought and should last a lifetime.

  This resolution is not really satisfactory, but what can one do when the company changes their products and scraps lifetime licences.

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

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a year contract for business E-sign software. First that took forever for us to get in contact with a sales *** to do so. Then was told I have to pay for minimum 5 licenses. I did that and paid for a whole year. We have since had NOTHING but issues with the software,. It glitches constantly, and the main concern is having to send doc 2-4 times for clients to receive. We spoke with customer support after several tries and were told a week ago a senior *** would reach about refund. Reached out to support several times, one time my partner and I were on hold for 45 minutes just to be sent to a voicemail, where no one returned the call after leaving a message. We received an email CC'ing this senior *** and ZERO contact since. I emailed twice, and just now got an out of office ***ly from this *** - ***** *****. WE LOST A CONTRACT FOR OVER $22,000 DUE TO THIS SOFTWARE NOT WORKING. The client felt we were not ***utable because her contract would not get sent when we said it would. I want a refund for the months this will not be used and want cancelled asap. I paid $1605 in October for the year and have been trying to cancel for the past month. WE NEED A REFUND OF $1339 FOR THE REST OF THE YEAR ASAP

  Business Response

  Date: 01/24/2025

  Our team has thoroughly reviewed this case and, after consideration of your unique circumstances, we have decided to grant the request for a refund. As such, we have issued a refund of $1339(attached), which corresponds to the remainder of your annual contract. Please allow 5-7 business days for the refund to reflect in your account.

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We avail the service from them and send follow-up to the support that the service is not working. Contact them more than 10 times and we haven't received any update from support. Please see the attached supporting documents and I want a refund for this. Basically, we pay for the service that we don't use.

  Business Response

  Date: 01/09/2025

  Customer has been spoken to via phone call from support manager ***** ****** on 1/9/25. Refund has  been processed
  
  *** was provided a prorated refund based on conversation with support manager ***** ****** .
  

  Customer Answer

  Date: 01/10/2025

  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:11/04/2024

  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 purchased Foxit Editor in March, just over 6 months ago. On Friday morning, Nov 1st I received a pop up window stating my trial was over and i had to but the program. When I tried to contact Foxit by phone on Friday i never got through and had to leave a message. No call back. In addition I emailed customer support who sent me a support ticket # ****** but when I click on the link it gives me a screen to login. For whatever reason my login information didn't work so I clicked on forgot password. Of course I never received a password reset. I sent several emails back to Support telling them of this issue and I keep getting the same email to click on the link. That all happened Friday. As of THIS morning i emailed them AGAIN about the problem. This time no response. i called the customer support line AGAIN and left yet another message.I would like to say Foxit is by far the BEST and most user friendly pdf program I have ever used. Having said this most everything is scanned in these days and not being able to open pdf files is a real problem, as i have wasted hours of the last two days on this issue.

  Business Response

  Date: 11/04/2024

  The following customer has been assisted and confirmed the application is working . Please see screenshot attached of customer reply to case
  Case Number
  ******

  Customer Answer

  Date: 11/05/2024

  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.

  Foxit responded promptly and was able to resolve my issue in one phone call.
  

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

• Initial Complaint

  Date:07/11/2024

  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.

  I have now spent about 12 hours, and have been in contact with three customer service reps, trying to cancel what started as a free trial. I have been billed monthly for three conscutive months after canceling and receiving confirmation of cancellation. Their website does not let me remove my credit card information or other personal data and my many written and verbal requests that they delete my information have been ignored. I do not know what to do.

  Business Response

  Date: 07/11/2024

  Hello the requested subscriptions have been canceled and refunded. Please let me know if I can answer any other questions

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a subscription for PDF editing from FoxIt. I was billed twice. I have contacted FoxIt and they do not see that I was billed twice on their end. I have sent them screen shots of my credit card statement. I have made phone calls, emails and absolutely no help. The subscription was purchased on May 1, 2024. My credit card company has been helpful ************* and has filed two separate investigations on my behalf trying to resolve this. I am reaching out to BBB simply because I feel I need more help.

  Business Response

  Date: 07/05/2024

  Hello we received two orders from the following customer , Order *************** and SB24A20238-F988. For order SB24A20250-2697 we received a chargeback and this was canceled and refunded. If we cancel and refund order SB24A20238-F988 this means both orders will be canceled. Is this how the customer would like to proceed. 
  
   
  
  

• Initial Complaint

  Date:06/11/2024

  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.

  Purchased FOXIT PDF Software a couple of months ago for our employees. We have had constant issues with compatibility with Windows 11. Support is difficult to contact. It is not clear on how to cancel a subscription on their webpage.

  Business Response

  Date: 06/24/2024

  I hope this message finds you well. I'm reaching out to you in response to your recent request for a refund on your subscription.
  
  We value you as a customer and appreciate your support for our services. However, after careful review of your account, it has been found that a significant portion of your subscription term has already been utilized. The following subscription was purchased 2023-07-14 for a yearly period which expires 2024-07-13. During the period of the subscription the customer  submitted 9 support request which all were answered in a responsible time. The request for a refund was presented 6-5-24 11 months into the subscription.

  
  As per our company's refund policy, we are unable to process refunds after a certain period of usage has been reached. This policy is in place to ensure fairness and maintain the quality of our services.

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial. This company refused to cancel they owe over $160I am contacting an attorney if they do not refund me my money.

  Business Response

  Date: 05/29/2024

  Hi ********,

  You signed up for IDox monthly subscription product on March 13th for $79.00 per month. 

  We received your cancellation request 5/15/2024. Immediately the next day, Foxit released the refund $160.

  May i please get more information to whom you requested for your refund that take that long to reach us?

  We will investigate further to ensure this miscommunication is addressed and corrected internally in order to prevent form happening again. 

  Beside, this is our newest business unit added to Foxit. Your complaint definitely give us insight on the improvement we need to patch. 

  We hope you can give us another chance to serve your needs. Meanwhile, i will get back to you directly once the issue is troubleshoot. 

   We sincerely apologize for the delay in addressing your refund issue. 

  Thank you,  
  

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

  Order Management Lead

  Foxit Software, Inc. 

   

• Initial Complaint

  Date:01/23/2024

  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 received a quote for the purchase of several Foxit PDF editors in April 2023. I clicked the link to pay for the order by credit card in October ******************************************************* the amount of $1,105. However, by the time I paid the invoice in October 2023, the quote had expired which is my fault. Foxit said they could not honor the quote which is understandable but they did process the payment on my CC. I requested that the funds I paid to Foxit via credit card be returned to my credit card. My sales representative, ******************* *********************************************************** requested a refund for the purchase price in October 2023. Askia requested that Nway Nadi ********************************************************** process the refund request with the finance department. I have followed up with several emails to Askia but the refund has yet to appear on my credit card. The order number in the foxit system was order(SO231030AP015) Order Reference: Q-***** - ***************************.

  Business Response

  Date: 02/02/2024

  Dear *******, 

  My name is *****************. I am the order and license manager in **********************.

  First of all, thank you for bringing this issue to our attention. i am sorry for the inconvenience and frustration you encounter doing business with us. As i investigate on your complaint, i notice you had is an issue with refund request for which we have delayed in responding your refund requests.

  Once we got your complain on January 21st, I had one of my team escalate this matter last week. If you please check your credit card that you used to remit for the payment, you will find the amount you paid has been credited back to you. I attached a copy of refund record in for your refund. 

  Meanwhile, we have improve our communication channel to prevent another incident in the future with our other customer. Should you have any further concern, please feel free to reach out to me. 

  Sincerely,

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

  Foxit Software, inc. 

   

  Customer Answer

  Date: 02/05/2024

  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,
  
  *****************************