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:08/07/2024
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.
I was fraudulently charged by a company, using Venmo, that I have done no business with. I have never given them any authorization. These people belong in jail. I will also be filing a complaint with the attorney general as I have seen many people complaining about them as well.
Business Response
Date: 08/09/2024
***** hi and many thanks for reaching out!
The transaction and the amount are clearly ours, however, we can't track anything for the email you've provided in this complaint.
Could you please let us know your Venmo user name? Thank you.
Customer Answer
Date: 08/09/2024
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. They have asked for venmo ID which is @*************************
Business Response
Date: 08/14/2024
*****, hi again and many thanks for providing additional information.
Just to clarify, the transaction in question was linked on your Apple ID and is, most probably, a charge for a mobile plan.
We also see the chargeback dated August 8th. Which, most likely, means that you have already claimed refund via Apple as well?
The chargeback has already left us and should be back on your end once Apple processes this.
Hope this helps!
Initial Complaint
Date:08/06/2024
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 been charged $20 every month from April 26 2024 to July 26th 2024. Totaling in $80up to this point (August 06 2024). I do not know what this company is nor do I remember signing up for anything under that name. I have tried searching and can't even find a place to contact this company. What do I do?Business Response
Date: 08/09/2024
******* hi!
Many thanks for reaching, however, we don't have anything recorded for the email you've provided in this complaint.
The charges look like our monthly plan though. Please let us know your other emails (work, school, etc.) by emailing us at **********************************.
We will certainly issue a refund for all these charges, however, we'd need to find you first.
Thank you.
Initial Complaint
Date:08/05/2024
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.
August 2, 2024 an unauthorized charge was made to my Venmo account for $156.38. I did not make this charge or authorized this charge. I did not know who Airslate *** was until I looked it up online. I filed an unauthorized transaction dispute with *****.Business Response
Date: 08/07/2024
***** hi and many thanks for reaching out.
At this point, we can only confirm that your subscription has been fully canceled.
Since the chargeback process has been already activated on Venmo side and your Venmo account is currently suspended, it is technically (and legally) impossible for us to issue a refund for you. This chargeback process is currently owned by the corresponding bank and the refund button is disabled on our side.
The only option left now is to wait until this is processed by Venmo/payment vendor. We won't be blocking this resolution and will allow full refund once the request reaches us.
(For future reference though) It is always a good idea to try claiming refund with the vendor directly (we personally always refund 100%, no questions asked). Claiming refund from the payment processor is a rather long process and should really be used as last resort, w hen the vendor rejected to refund (and we do that extremely rarely, only when a user is abusing our system which is clearly not the case here).
Initial Complaint
Date:08/01/2024
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 by a company named Airslate through my venmo account. I used the service once under the implication it was free, did not provide any billing information. I have no email confirmations or any correspondence from Airslate indicating they would be charging me $96. This is fraudulent and predatory.Business Response
Date: 08/02/2024
****** hi!
Many thanks for reaching out. Our records show that you have already cancelled the subscription manually (on July 28th), so our Billing Support just went ahead and arrange a full refund for you, following this cancelation.
Please check your inbox for the email confirmation of the same.
On a final note, we would like add though that actually, we do send email notifications to all newly registered users detailing the conditions of our free trial period. The corresponding email might have gotten into spam but it was surely sent.
We hope that your bank will receive the refund very soon and this case will be fully settled.
Initial Complaint
Date:07/27/2024
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 July 27 2024 I had $102.83 taken from my bank account by aorslate. I've never even heard of this company. I would like a refundBusiness Response
Date: 07/29/2024
Dear *****,
many thanks for reaching out. Our Billing Support will be emailing you today to explain the charges and arrange a refund.
Initial Complaint
Date:07/14/2024
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 $144 to my venmo account. I cancelled my pdf filler subscription.Business Response
Date: 07/15/2024
Dear ****,
Dear BBB,
this is to confirm that the subscription in question has been indeed canceled.
Also, as per our records, there was a charge and then a chargeback on a same day (namely, July, 14th). Since this was Sunday, the chargeback might get back to user account in 1-3 business days (depending on their bank).
****, if you don't see this amount back within this business week (which starts today), please email us at **********************************.
Thank you.
Customer Answer
Date: 07/15/2024
[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:07/12/2024
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 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 $96. This is fraudulent and predatory.Business Response
Date: 07/15/2024
**** hi and many thanks for reaching out!
We've found your Venmo user name in our system, however, all other details are partial match only (as per our records, this Venmo is linked to a very different email, for example).
Our Billing Support will email you today to verify all necessary details. Then the refund will be issued.
We hope to see this settled very soon!
Initial Complaint
Date:07/07/2024
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.
I have an unauthorized charge in my account for $96 dollars from a company under the name Airslate, which Ive never heard of before. The transaction went through on July 5th at 9:42am on my Venmo account and I dont even know how they would get access to make the transaction on that account. I dont know this company and I want that charge reversed. How did they even get a charge into my Venmo account without me authorizing the transaction? This is very concerning to me and I would appreciate an answer and a refund for the unauthorized charge..Business Response
Date: 07/08/2024
****** hi and many thanks for reaching out!
Our Billing Support has just emailed you since they need a bit more data from your side.
Please check your inbox and reply at your earliest convenience.
Thank you! We hope to see this settled soon.
Initial Complaint
Date:07/07/2024
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.
At 3:32am on July 6th my Venmo account was charged $104.26 that I did not authorize. I have never even heard of this company and it looks like a lot of other people are having the same issue. I expect a full refund.Business Response
Date: 07/08/2024
********* hi!
Refund is no problem at all, however, we can't really find you.
We do not have anything linked to the email provided in this complaint.
Could you please let us know your Venmo user name?
Thanks.
Initial Complaint
Date:07/06/2024
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 business has been charging me $144 a year for a service I unsubscribed to.Business Response
Date: 07/08/2024
***** hi!
We've asked our Billing Support to check your email and in our system we can see the following:
you have a registered account on signnow.com
and you also have an account on dochub.com
None of those has a paid plan/subscription. Hence, no charges are linked to your email.
If you were charged twice (looks like that), those charges must have been affiliated to other emails.
Please tell us what other emails you use. Then we would be able to investigate and tell you more.
Thank you.
Customer Answer
Date: 07/31/2024
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 wasn't given information on how to contact the business. The business wanted more information from me, but they did not give me any contact details so I was not able to elaborate
Business Response
Date: 07/31/2024
*****, hi again,
We understand your desire to get in direct contact with our Billing to settle this, and it would be easier indeed (and a bit faster than through BBB). However, as you can see from our previous reply, without additional information we can't really figure which of the software subscription in our portfolio you have a paid plan with.
If you insist you would like a direct contact, feel free to email separately to:
**********************************
**********************************
*******************
******************
However, all four dedicated Support teams would ask you the same thing as we've already requested here -- other emails. Since the email provided in this complaint is not associated with anything on paid on our side.
Judging from the amount of charge, this looks like an annual subscription on pdffiller.com, however, their Billing Support does not have your email on the record. We suggest your email them, however, please be prepared to provide additional information to investigate and settle this.
Hope this helps.
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