I own a busy health care practiceRecently, I decided to put our appointment scheduling and intake forms onlineI paid for a subscriptionDuring intake, we ask for our clients' credit card information so we can charge no-show fees if they occurUnbeknownst to me, Jotform considers that to be sensitive information (although healthcare information is not) and would not allow itAfter having gone back-and-forth with them via email, the solution they gave was to use a third party widget to collect the infoHowever, when I tried, there's nowhere to put in the widget on their systemThey have not gotten back with a response to helpFurthermore, they disabled my forms altogether claiming that I was trying to collect more than one paymentHowever, I had already disabled the payment featureI've tried emailing them with no responseThere's no number to call
Complaint: [redacted] I am rejecting this response because: The $monthly does not come close to compensating me for the hours of frustrations experienced during this periodThere was no contact number at Jotform to rectify the issue right awayIt took them days to respond to emailsMeanwhile, I lost business as a result, and we were not able to use Jotform not knowing what would happenAdditionally, the method they told me to use to collect credit card information did not work It's fine if you don't want to reimburse me additional money, but I would like for you to focus more on customer service - have a contact number, and make it clear to customers that they cannot collect credit card information before they create the formsMerely putting it into fine prints in the 'terms and conditions' does not sufficeCustomers should know about this before they spend hours creating your forms, and using them to collect information believing they would have the information they need.Sincerely,Tonn ***
I own a busy health care practiceRecently, I decided to put our appointment scheduling and intake forms onlineI paid for a subscriptionDuring intake, we ask for our clients' credit card information so we can charge no-show fees if they occurUnbeknownst to me, Jotform considers that to be sensitive information (although healthcare information is not) and would not allow itAfter having gone back-and-forth with them via email, the solution they gave was to use a third party widget to collect the infoHowever, when I tried, there's nowhere to put in the widget on their systemThey have not gotten back with a response to helpFurthermore, they disabled my forms altogether claiming that I was trying to collect more than one paymentHowever, I had already disabled the payment featureI've tried emailing them with no responseThere's no number to call
Complaint: [redacted] I am rejecting this response because: The $monthly does not come close to compensating me for the hours of frustrations experienced during this periodThere was no contact number at Jotform to rectify the issue right awayIt took them days to respond to emailsMeanwhile, I lost business as a result, and we were not able to use Jotform not knowing what would happenAdditionally, the method they told me to use to collect credit card information did not work It's fine if you don't want to reimburse me additional money, but I would like for you to focus more on customer service - have a contact number, and make it clear to customers that they cannot collect credit card information before they create the formsMerely putting it into fine prints in the 'terms and conditions' does not sufficeCustomers should know about this before they spend hours creating your forms, and using them to collect information believing they would have the information they need.Sincerely,Tonn ***
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