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:10/08/2024
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.
Was charged $120 by a company called airslate that I have nothing to do with. Never signed up for, need this reversed immediately and feel very uncomfortable they were able to do this without my knowledge.
Business Response
Date: 10/09/2024
Hello there,
this is to confirm that the customer in question has been in direct communication with DocHub Billing Support. The subscription has now been cancelled and a refund has been already issued (one day ago, on October 8th).
Hope this helps!
Customer Answer
Date: 10/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** SInitial Complaint
Date:10/07/2024
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.
This company took 144 two times out of my venmo account, and I have NEVER used them or heard of them, it tried pulling once, and then did it 2 more times successfully in the matter of a week. I dont even know what garbage this is, and when you try to reach out to them its "pdffiller" WHAT IS THAT.Business Response
Date: 10/09/2024
***** hi!
We haven't heard about you either, to be honest. Meaning, our internal for your name and/or email shows nothing. We never had a subscription under the email indicated in this complaint.
Do you use other emails? At work or college, for example.
Please let us know those as well as your Venmo user name.
Refund is absolutely no problem, we just need to find you and cancel the account properly.
Thank you in advance for providing more data!
Customer Answer
Date: 10/09/2024
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.
No. This is the email even your customer service said it was from. My venmo is sarahpeach530
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,*****
Business Response
Date: 10/18/2024
*****, hi again, and many thanks for providing Venmo user name, super helpful.
We do have records for your Venmo, however, these two transactions are declined charge attempts (meaning our system has failed to charge you).
Our Billing Support will be emailing you the confirming document now, as I am unable to add attachments here in BBB communication.
We hope to see this settled very soon!
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 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:10/02/2024
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 sept 25 2024 without my acknowledgment took ****** out of my bank account of which service I did not want on the same day I called them and said I do not want this service # ************ trans I'd #f2bzgtxe they said my money would be refunded 5-7 business days on Oct 1 2024 I called and the woman said that I have to contact my bank concerning the funds which is not true because t hey are the ones that to initiate the processBusiness Response
Date: 10/04/2024
Dear ******* (and BBB),
this is to confirm that we have issued a full refund on September, 28th. It never returned to us or was rejected. Our records show that there shouldn't be any problem receiving it.
We did initiate this process, however, at this point you really need to consult with your bank.
Please note that the maximum wait time for such transactions is 5 to 7 business days, so it is quite probable that you will see this amount back on your account today or next Monday.
Hope this clarifies!
Customer Answer
Date: 10/08/2024
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.
As of today 10/8, my bank says the funds have not been returned to my account.*******
Business Response
Date: 10/18/2024
*******, hi again.
Our Billing Support will be emailing you today the *** number which would help your bank to track down the refund/chargeback.
At this point, we can only confirm that the amount in question has been processed by us late September and we do not see any problems with it on our end.
Initial Complaint
Date:09/29/2024
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.
Just woke up to a 96$ charge on my ***** account from this company Airslate **** I never heard of them, they charged me for a purshase at 5:30AM. Never used there service it is a Scam and I dont know how they got access to my ********** bank and Venmo were contactedBusiness Response
Date: 09/30/2024
Hello there!
We observe a rather serious name mismatch here between the email, the name under which this complaint is registered and the name we have on record as an account owner. Looks like three different people.
Please email us directly at *********************************** this needs to go through the verification process on our side, internally.
Thank you.
Customer Answer
Date: 09/30/2024
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.
The only difference is the email. My Venmo account is under my name **** *******, this complaint is under my name as well. Since when emails need to be under your name? I dont understand why you are talking about 3 different person. You guys keep scamming so many people its alarming. Just ****** Aislate unauthorized charges and you can find multiple testimonies!
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,Bill
Business Response
Date: 10/02/2024
Dear ****,
we apologize for the inconvenience caused, however, in this particular situation we are simply following the security & data privacy protocol.
We've already had cases when people were trying to manipulate other people's accounts due to work-related conflicts. And right now, we are just making sure that the account creator and the complaint author are the same person. We have no problem closing the account and issuing a full refund, but we need to make sure this is a legit claim and all data matches.
As of now, the situation looks as follows:
the email is in the name A;
name submitted as account owner (typed in manually during the account registration) is name B;
and your complaint is under name C.
Neither of the three have similarities, both first name and last name are very different between these three (gender is different as well).
This is exactly why we are asking for additional verification.
Therefore, we will have to insist here: please email ********************************** to confirm all the names. Once this is done, we would be able to cancel the subscription and issue a refund.
Appreciate your understanding!
Customer Answer
Date: 10/03/2024
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.
I will email you right now. The problem is I do not have an account thats why I have no idea what you are talking about when you say the name dont match. What account are we talking about?
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,Bill
Initial Complaint
Date:09/28/2024
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.
I was charged $96 through my Venmo account at 4 in the morning by AirSlate **** I have never heard of this company in my life and I definitely never gave them permission to take money from me. In previous responses they said this isnt a scam but it clearly is and it needs to stop. No, I never bought a yearly subscription so dont even try to claim thats what this is. Give me my money back and if I see a charge from you in the future, I will be contacting the police. My Venmo account is: ************Business Response
Date: 09/30/2024
Athena hi! Many thanks for reaching out and apologies if any confusion.
Please note that your account with us was linked to another email, actually. The one with the word "anime" in it. ***** user name helped to track this, so thank you for providing this.
You had an annual plan with us at **************************, not airSlate directly. This might have caused the confusion.
We also see that you've already disputed this charge with Venmo itself, two days ago. ***** has already reverted the transaction, so at this point we are already unable to process this as a refund.
We hope the refund will reach your account soon!
Customer Answer
Date: 09/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Athena Close-********Initial Complaint
Date:09/25/2024
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.
My ****** was billed $144 for a service or subscription that I've never heard of on 9/24/24. I'm attaching a screenshot of the charges and I would like a full refund please.Business Response
Date: 09/27/2024
***** hi and many thanks for reaching out!
The screenshot confirms the transaction is ours, however, we can't find you in our system, nothing ever recorded for the email you've provided in this complaint.
Please let us know your other emails and also your ****** user name. Refund is absolutely no problem, we just need to find you.
Thank you in advance for your cooperation on settling this!
Initial Complaint
Date:09/25/2024
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.
I woke up to find that I was charged $120 by Airslate at 2:30am via *****. I have never heard of this company, have never signed up for a subscription, and did not authorize this charge. This seems like fraud or a scam and I do not know how this company gained access to my ***** account.Business Response
Date: 09/27/2024
******* hi!
This is to confirm that your ****** subscription has now been canceled.
Regarding the refund though: our records show that you are already disputing this charge via Venmo, so we can't process the refund on our end (we already confirmed the refund to Venmo though). You would need to wait not until Venmo has processed this on their end.
Hope this helps!
Initial Complaint
Date:09/23/2024
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 $96 I didnt authorizez I dont know what this company is. please refund my Venmo account *************Business Response
Date: 09/23/2024
Xavier hi!
For starters, we would like to emphasize that we find it very hard to believe that you sincerely do not know "what this company is" (quote from your complaint to BBB).
Cause this is not the first YEAR you are trying to make use of our free trial. Strictly speaking, you are a returning customer for us.
We've taken the information you willingly provided to BBB here and can confirm the following:
Using the email Lilmu******* you signed up for our free trial back in June 2023. It got expired in July 2023, then you were charged for the whole year (following our annual plan conditions). You've asked for a refund and got the full amount back, same month, a year ago.
This year though, you've subscribed using another email (with the number 81 in it, the name and financial details still match). The free trial was activated on 2024-08-14. It expired yesterday. There were three unsuccessful charge attempts, then the charge went through.
No communication with our Billing Support was recorded this year though.
Our Billing Support has just canceled your subscription and issued a refund for you, as requested in this BBB complaint.
Initial Complaint
Date:09/20/2024
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 billed annually for a subscription which I did not authorize. I reached out to the company via thier ticket platform and was denied a refund despite not authorizing an annual membership and not using the services. The membership is through September 2025 an despite immediately contacting ******* to advise the error I am still being denied a refund.Business Response
Date: 09/27/2024
******* hi and many thanks for reaching out!
First of, we are not Dropbox. The software solution you had subscription with is called DocHub.
Secondly, your screenshot (the one with the reply by our agent) clearly shows that we have actually agreed to a refund, and we always do, no questions asked.
Our records show however that this transaction has failed once processed on our end as the original payment method is not available to us now. Venmo or bank card blocked maybe? We can't really tell from our side.
Anyways, our Support agent will email you now to offer the alternative methods of payment, no worries. Many thanks for bringing this to our attention!
We hope to see this settled very soon!
Initial Complaint
Date:09/19/2024
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 96 dollars by a company called Airslate *** on Venmo, September 19, 2024 at 4:58AM. I do not know who this company is and was asleep at the time of the charge.Business Response
Date: 09/20/2024
******* hi and many thanks for reaching out!
You've subscribed to our 30-day free trial on August, 19th (see **************************). One month later, since the subscription was never canceled, it was automatically renewed as paid plan, hence the charge.
This is to confirm that our Billing Support has just canceled your subscription and reverted the charge. Please check your inbox for the email confirmation of the same.
We are hoping to see this settled very soon!
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