Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 4/22/24
BBB shared the findings and recommendations with Airslate, Inc.
The findings appeared to show:
Unauthorized charges: The vast majority of complaints involve customers being charged by AirSlate without their knowledge or consent, often through their linked Venmo accounts. Charges range from $20 to $180, with $96 being the most common amount.
Lack of familiarity with the company: Most complainants state they have never heard of AirSlate before and have no idea why they were charged, suggesting they did not knowingly sign up for any services.
Difficulty obtaining refunds: Customers express frustration with AirSlate's lack of responsiveness and inability to easily obtain refunds for unauthorized charges. Some report difficulty canceling unwanted subscriptions.
Possible connection to PDFfiller: Some complaints mention PDFfiller, suggesting it may be a subsidiary service of AirSlate. Several customers report signing up for free PDFfiller trials and then being unexpectedly charged by AirSlate.
Potential data security issues: A few complaints raise concerns about how AirSlate obtained customers' personal and financial information in order to process unauthorized charges.
On 7/1/24 Airslate,Inc responded to BBB with:
99% of the complaints are, sadly, related to the fact that [some] people do not understand how free trial period works as such. On our end, we did everything possible to prevent this misunderstanding: there is explicit information provided upon account registration and there is also an email sent which contains info on the free trial deadline and other important details.
Refunds with pdfFiller / airSlate can be requested in three ways:
1. Email to Support.
2. Chat online on our sites.
3. Free phone line.
https://my.airslate.com/help-center
Our refund policy is "refund no questions asked". We never object or persuade people to stay.Once any customer (current or former) requests information on how we store and share data, we put them in contact with our Legal department and they provide detailed information on this. And of course, we never share data with any third parties.
Complaints
This profile includes complaints for AirSlate, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 458 total complaints in the last 3 years.
- 111 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/28/2024
Type: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 October 23, 2024 I received a message from ***** that there was a $144 withdrawal from my account. I filed with ***** to decline the charge and that it was fraudulent. I was literally walking out the door to take my kids to school and my phone went off from *****. I opened it and saw the charge. It had a 30 second timer but I was unable to decline it. Upon Venmo looking into this in their fraud department, I got a notice on 10/26/24 that my case was declined. I told them that if you even ****** the name it shows up in multiple places it is a scam. Thank you for your time.
Business Response
Date: 10/29/2024
******* hi!
Many thanks for reaching out and apologies for the confusion and inconvenience incurred!
Yes, our records show that you have submitted a dispute to Venmo, and they decided in our favor, correct. Our Billing Support will reach out to you directly via email to settle this.
Since you do not recall creating an account with us (looks like that?), our agent will be also ready to provide all related information since we feel the need to explain why this is not a scam but simply a miscommunication.
We are hoping to see this settled very soon!
Customer Answer
Date: 10/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
Date:10/28/2024
Type: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.
Airslate *** took $144 from my Venmo. ***** denied my first request and the bank leaves it up to ****** fraud departmentBusiness Response
Date: 10/29/2024
To BBB mostly:
this is the same complaint as the case with the ** ********. Same person, same email, same amount in question, submitted on a same date.
Please merge these two complaints into one case.
Thank you.
Initial Complaint
Date:10/25/2024
Type: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.
$101.76 was taken out of my ***** account without my knowledge or approval. I have never even heard of this company before, let alone subscribed to their product. Im incredibly uncomfortable that they were able to do this without my knowledge.Business Response
Date: 10/25/2024
Hello *****,
this is to confirm that your subscription has been now canceled and a refund has been issued for you (please see the proof attached).
Regarding the experience itself, since you've mentioned you do not recall how we got here:
On September 22 you've subscribed for our 30-day free trial on the site ************************** (the online PDF editor).
Since the plan remained active after the deadline (30 days after), the system assumed you would like to continue with our paid plan. Hence the charge.
If you have any further questions on this case, please email our Support at ************************************************************.
Initial Complaint
Date:10/21/2024
Type: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 was charged $152.64 2 times. I don't know who this company is nor would I have a reason to subscribe. I did not authorize these transactions.Business Response
Date: 10/23/2024
****** hi!
Many thanks for reaching out, however, we can't really find you, sorry to inform you. All paid plans on our end are linked to emails, and we have literally nothing for your email, at all.
Most probably, that means that your account must have been linked to another email, from work or school, for example.
Please let us know your other emails, the dates of these two charges and the last four digits of the credit card charged.
If the charges in questions were processed via Venmo or ******* we would need your user names in these systems.
Thank you in advance!
Initial Complaint
Date:10/19/2024
Type: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.
************ somehow received access to my Venmo account and made an unauthorized purchase on Saturday 10/19/24 at 2:29AM PDT. I did not make this purchase, nor did I share my Venmo information for anyone to use it for a purchase. I was charged $128.94 to my Venmo account which came out of my personal credit union checking account. I have contacted ***** to dispute the purchase. I would like a refund and the company to be investigated for fraudulent charges.Business Response
Date: 10/21/2024
***** hi and many thanks for reaching out!
We've just checked the records on our end and there is some sort of data mismatch, sorry to inform you.
For the email provided in this complaint we have a registered account only (which is essentially free) and no subscription/paid plan attached to it.
The charge, looking at the screenshot, is clearly ours though, we do not question that.
This, most probably, means that your account with us was linked to another email (from work or college, for example).
Please let us know your other emails and also your Venmo user name (we do not see it on the screenshot, sadly).
Thank you in advance!
Customer Answer
Date: 10/21/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I do not have access to the contact information from the reply the company sent through BBB. Would it be possible to get that information so I might communicate directly with their department?
Thank you.
Regards,
***** ******Initial Complaint
Date:10/16/2024
Type: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 want to request a refund for unauthorized charge on my ****** Account by ****** with the amount of P4,950.00. This is the Merchant transaction number "G328RQf7YagEcxhjFm8UgG4"Upon thorough review, the transaction was found from an application named airSlate under ****** that you have currently linked to.I didn't subscribe to any airSlate services yet they charge me with that amount of money on my Gcash account. I WANT A FULL REFUND...Business Response
Date: 10/16/2024
Hello there,
we have actually an internal ticket with our Billing Support registered for this user as they have already reached out independently.
Our Support will be contacting the customer directly since we are missing part of the data.
We hope it's ok that we consider this one internally.
Many thanks for your understanding!
Initial Complaint
Date:10/13/2024
Type: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 saw an email from venmo denying a $96 charge to my venmo account by ****************** at 3 am. I have no idea what that company is and why they charged me.Business Response
Date: 10/14/2024
Hello ********,
you've signed up for our 30-day free trial period on September, 13th (on the site www.pdffiller.com). Since this free trial was never canceled during this first month, it was automatically converted into a paid plan yesterday, October 13th. Hence the charge attempt.
Our Billing Support has just canceled your subscription, so there won't be any further charge attempts from our side. Please check your inbox for the email confirmation of the same.
We hope this settles the case.
Initial Complaint
Date:10/10/2024
Type: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 was charged $ ****** by Airslate (PDF Filler) on Sept 13 at 5 14 am. I did not want to continue this subscription, and there is no way for me to cancel the charge through PDF filler as it wont let me sign in or show me my account. I need this charge refunded, and account cancelled please.Business Response
Date: 10/14/2024
Hello Ebad,
this is to confirm that your account has been cancelled, and a refund has been issued for you.
Depending on your bank, you will see the money back on your account in 2-5 business days.
We apologize if any part of your experience was confusing.
If you have any further questions/concerns, please email us at ************************************************************.
Initial Complaint
Date:10/09/2024
Type: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.
Un-approved Venmo transaction for ************************** for the amount of $102.72. I have never heard of this company nor did I ever make a purchase like this using my Venmo. Transaction date is 10/5/24.Business Response
Date: 10/14/2024
Keith hi and apologies if any confusion!
We are a company, we assure you, on the market since 2008 without interruptions, and this looks like our charge indeed (annual plan, to be precise).
However, we can't find any records for you, nothing ever registered for the email indicated in this complaint.
Please let us know your other emails (from work or college, for example) and also your Venmo user name.
Refund is absolutely no problem, however, we'd need to find your account first, and those are always email-based on our end.
You would need to reject this reply/offer and then there will be an option to provide more details for us.
Or please email us directly at [email protected].
Many thanks for your cooperation on settling this!
Customer Answer
Date: 10/14/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22404279. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I wish to get a refund, but I have never used my Venmo for transactions outside of sending money to people I know. Please let me know what the next step is, thank you
Regards,
Keith MrakInitial Complaint
Date:10/08/2024
Type: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 never known airslate and they have taken money twice ounce in 2023 on September 8th and as well this year 2024 on September 8th I have tried disputing these charges with my bank but they say airslate said I was a member of theirs which I am not as well never have been.Business Response
Date: 10/09/2024
Hello there,
this is to confirm that Hailey has been in direct communication with our Support already.
The dispute was initiated by the customer on September 16th, and on October 8th the chargeback was successfully processed.
The subscription was also cancelled, so there won't be any future charges on it.
Hope this helps!
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