Contradictory Onboarding Paperwork and Arbitration: Santana v. Studebaker Health Care Center
The court refused to compel arbitration where the employer onboarding packet contained internally contradictory arbitration, class waiver, and PAGA language.
- An employer must prove a clear agreement to arbitrate before a court can compel arbitration.
- Contradictory onboarding documents can defeat arbitration when they make the employee assent unclear.
- Class waiver and PAGA language should be reviewed alongside the arbitration clause, not in isolation.
What Happened
The employer sought to compel arbitration based on onboarding paperwork. The employee resisted, arguing the documents did not show a clear, enforceable agreement to arbitrate the claims at issue.
The problem was the paperwork itself. The onboarding packet contained arbitration-related provisions, class-action-waiver language, and PAGA language that did not fit cleanly together.
What the Court Decided
The court held the employer had not established a clear agreement to arbitrate. Because the documents were internally contradictory and ambiguous, the employer could not use them to force the case out of court.
Why It Matters
Employees frequently sign onboarding packets quickly, electronically, and without meaningful explanation.Santana shows that the employer cannot benefit from a confusing packet if the contradictions make assent unclear.
The Bottom Line
Arbitration starts with contract formation. An employer cannot force a case out of court using an onboarding packet whose arbitration, class waiver, and PAGA terms contradict one another, so the whole packet is worth reviewing before conceding arbitration applies.
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