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:09/02/2024
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.
I was charged $144 by a company named Airslate through my venmo account. I have never heard of this company and do not have an account with them. I have no email confirmations or any correspondence from Airslate indicating they would be charging me $144 for any reason. This is fraudulent and predatory. The location and phone numbers are also linked to other spamming complaints.
Business Response
Date: 09/04/2024
Seeun hi!
This looks like our annual plan, correct, however, we can't really find you/your account on our end.
Could you please let us know your Venmo user name?
Refund is no problem, we just need to find you in our system.
Thank you!
Customer Answer
Date: 09/04/2024
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.
My venmo username is @judyjeong_
Please provide a refund to my account as you have acknowledged the charge to be wrongful. Thank you.
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,Seeun
Business Response
Date: 09/11/2024
Dear Seeun,
many thanks for getting back to this and providing additional information.
This is to confirm that we have just processed the refund for you. Please note that it will take from 2 to 5 business days to reach your account.
We would appreciate you confirm the refund (once it reaches you) to BBB here.
Thank you and sorry if any inconvenience/delay incurred.
Initial Complaint
Date:08/30/2024
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 August 30, 2024 I had $96 taken from my Venmo account (which then pulled from my bank account) by ********************** **** I don't recognize this company name and do not have any email correspondence with this company. Please issue a refund immediately.Business Response
Date: 09/02/2024
***** hi and many thanks for reaching out,
Please note, just in case, that your account with us (at *************************** was under a different email, actually, the one that starts with the word "student".
And we also see that the charge under this account has already been requested as chargeback from your bank's side (assuming upon your request to them).
Thus, we can't really process this refund request because it has already been requested by the bank.
If you have any further questions/concerns, please email us at **********************************.
We hope you'll get a refund very soon!
Initial Complaint
Date:08/24/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
for some reason, airslate *** keeps trying to charge me 96$ via cash app. i have never heard of this company nor need a service from this company. stop trying to charge me moneyBusiness Response
Date: 08/26/2024
Many thanks for reaching out!
Our Billing Support *** will be reaching out to you today to explain and settle this.
Apologies if any confusion/inconvenience incurred!
Customer Answer
Date: 08/26/2024
[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,
**************************Initial Complaint
Date:08/23/2024
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$ to my venmo account by ********************. This transaction went through at 4:46am. I used a service that they sell once, as it was marketed as free. I never provided any banking information and never agreed to signing up for an annual charge for their service. I don't know how they got my information to create a venmo charge, but this practice is extremely deceptive and predatory. I would appreciate a refund.Business Response
Date: 08/26/2024
Hello ******!
Many thanks for reaching out and apologies if any confusion.
Our Billing Support agent will be emailing you today to explain how the ********** was provided and also to assist you with the refund.
We hope to see this settled very soon.
Initial Complaint
Date:08/22/2024
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.
Im being charged 20 dollars every month by a company called Airslate. I have no idea what the business is and I do not use anything from the business. I just want them to stop charging me and cancel whatever subscription or business they say they have with me.Business Response
Date: 08/23/2024
******** hi!
Many thanks for reaching out, however, can't find anything on our end using your email or name. Must be under different email cause the transactions definitely look like our monthly charges, correct.
Please let us know your Venmo user name and other emails you use. Thank you.
Refund is not a problem, we just need to find you in our system.
Initial Complaint
Date:08/19/2024
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 lost my Illinois FREE RIDE card from ***. I searched online 2024, replace free ride ***, online.****** appeared to be an official ************************** site to order replacement card because the form had the *** emblem and questions typically on the *** replacement form.Government agencies can have 3rd parties file forms so I thought this was a government form Dochub is different because it collects SOCIAL SECURITY NUMBER...which it should not be collecting because it is not an official government vendor.I want dochub to DELETE all references on me including SOCIAL SECURITY NUMBER.I want ****** to STOP collecting social security numbers and holding themselves out to be an apparent document collector for Regional transit authority in *******, **.Business Response
Date: 08/21/2024
**** hi!
Many thanks for reaching out and apologies if any confusion caused!
First of all, we need to mention that we do not actually see an account in DocHub for the email provided in this complaint. So it must have been for another email. If you let us know that other email, we would be able to provide more specific details on the case.
Secondly, on the service itself:
DocHub is an online PDF editor which is used by both businesses and private individuals. We are not related to any public/government organizations, in any state. But we do have an online library of most popular forms. These are publicly accessible forms that we have taken from open sources so that our customers could use those ********************** as templates for their own purposes, in both business and personal matters.
Most importantly, please note that your personal account is located in an Amazon-based private cloud and you have created a unique password for it. No one (including our Support team) has access to whatever you do/edit inside your account (unless you willingly share/send those edited documents to someone).
If you haven't shared the form in question with anyone, there is no need to worry at all, we assure you.
Also, you can actually log in and delete that form, if you want to. All data on our end will be deleted automatically.
If you forgot the password or need our help with anything else, please email ******************* One of our agents will assist you ASAP.
If you would like to know more details on our data privacy policy, please also email *******************
Initial Complaint
Date:08/18/2024
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 got charged by air slate via Venmo for $144z. No idea what this company is and dont know how they got to do that. I demand a full refund.Business Response
Date: 08/19/2024
Hello there,
Our records show that ****** has already file a chargeback request with their bank, and it is currently being processed.
Thus, we can't proceed with the refund as it will be handled by the bank itself.
Hope this helps!
Initial Complaint
Date:08/17/2024
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 LLC for a subscription that I never signed up for. Predatory and fraud company., I do not use my Venmo for subscriptions and this is the account/card that was charged. I have no record via email of this purchase.Business Response
Date: 08/19/2024
Hello there,
the customer has reached out to our Billing Support several days ago, actually. We have sent an email back requesting more details to verify the account and right now we are still waiting for them to get back to us.
Please, check your inbox (we occasionally get into Spam) and provide the requested data when you have a minute.
Thank you.
Initial Complaint
Date:08/15/2024
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.
Unauthorized charge through my Venmo account.Business Response
Date: 08/19/2024
Hello ******* and many thanks for reaching out!
We seem to be missing part of the records for you, actually.
Cause for the email provided in this complaint the only record we have is the free trial period taken in October 2023. It was shortly cancelled, hence, there was no charge incurred.
If you have a more recent (date this year) charge from us, please let us know your other emails and also your Venmo user name.
Refund is no problem at all, however, we need to find your account first.
Thank you.
Initial Complaint
Date:08/08/2024
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 was charged $102 by a company named Airslate through my venmo account. I have never heard of this company and do not have an account with them. I have no email confirmations or any correspondence from Airslate indicating they would be charging me $102 for any reason. This is fraudulent and predatory. The location and phone numbers listed in ********* ************* are also linked to other spamming complaints.Business Response
Date: 08/09/2024
***** hi and many thanks for reaching out!
We don't have anything for your email either, so sorry.
Please let us know your other emails and also your Venmo user name (you can either give another round to this complaint or contact us directly at **********************************).
Thanks!
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