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: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.
I had an unauthorized transaction of 96 dollars from my Venmo. I want my mom back asap. I never heard of airslate before
Business Response
Date: 07/08/2024
Hello there and many thanks for reaching out!
For the email provided in this complaint we have the following recorded in our system:
the user signed up for the free trial period on pdffiller.com back in August 2023. The subscription was canceled on the same day, and no charges were ever issued.
Thus, this more recent charge (dated this year and month) must be affiliated with another email.
Please let us know your other emails and also the last four digits of the credit card charged.
Refund is no problem at all, we just need to find you in our system.
Thank you.
Customer Answer
Date: 07/13/2024
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,Juntaro
Customer Answer
Date: 07/22/2024
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.
Complaint Details I had an unauthorized transaction of 96 dollars from my Venmo. I want my money back asap. I never heard of airslate before The last 4 digit of my card is 3937 but was through venmo. My Venmo account is ***********
Business Response
Date: 07/26/2024
Hello again and many thanks for providing more data!
We have found the corresponding account, it was created under the email ******************.
Our records also show that the customer has already filed a dispute with their bank directly and the transaction in question has been processed as chargeback on July 3, 2024.
Thus, we are already unable to issue a refund, and this is handled by the bank directly.
Since it's 26th of July already, we strongly recommend you contact your bank for more details on this case.
Initial Complaint
Date:07/02/2024
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 $96 on Venmo from Airslate *** and that was not an authorized transaction and i demand my money back. I have no active subscriptions with this company. It appears i am not the only person this has happened to.Business Response
Date: 07/03/2024
Hello there,
the account under the email mentioned in this complaint had a subscription which was renewed on July, 2nd.
Once it was renewed, the user logged in and canceled it manually, reaching out then to our Billing Support for a refund.
The full refund has been processed on the same day (that is yesterday) and should reach user's account in about 1-3 business days.
We hope this clarifies.
Initial Complaint
Date:06/28/2024
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.
I got an unauthorized charge for $96 from this company that I have never even heard of. It was also charge to my venmo account which I never use for subscriptions or whatnot and use solely for paying friends so I dont even know how they got my account information.Business Response
Date: 07/01/2024
Dear ****,
many thanks for reaching out, however, we can't really find you in our system of records. Nothing for the email provided in this complaint.
Please let us know your other emails (university or work one, for example) and also your Venmo user name.
Refund is no problem at all, we just need to find you.
Thank you.
Initial Complaint
Date:06/27/2024
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.
I recently received a charge of $144 on my Venmo account through an unauthorized business called Airslate.inc. I did not authorize this amount to be charged. I have read a ton of disputes for the same transaction. Not exactly sure why this occurred. I do not have a known account with **************************.Business Response
Date: 06/28/2024
Dear *****,
many thanks for reaching out and apologies if any confusion.
This is to confirm that your subscription has been just canceled and a full refund has been issued.
Re the "not exactly sure" part: please note that airSlate, Inc. is a vendor for a family of software solutions. Your case is linked to your account on pdfFiller.com (which is an online PDF editor). You might have used it for tax, insurance or any other type of forms (most popular use cases in our observations). Since we do not have access to the insides of user accounts (this would have been data privacy violation), we can't really state for sure.
If you have any further questions, please email our Support directly at **********************************.
Initial Complaint
Date:06/26/2024
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.
On March 5, 2024, I purchased a form from US Legal Forms via Paypal; however, it wasn't for a form. They charged me for a whole year $180.00 even though on their website they do not advertise that amount. I instantly asked for a refund that day. I have attached the Paypal conversation and conversations with the company. They promised to refund the money, but they never followed through with their promise. I have attached the documentation of conversations. In there, they did cancel the yearlong subscription, but they never refunded any money.Business Response
Date: 06/28/2024
Dear ********,
Dear BBB,
many thanks for getting back to this, we are actually interested in settling this long-standing case as well.
We would like to note from the very beginning that the communication provided in the docx attached contains only partial/fragmented communication involving both us as a vendor and PayPal.
This is the ****** version just provided to our department (complaints management) by US Legal Forms Billing & Support Team:
In March this year, the customer in question realized they have purchased an annual subscription which was too much, in both volume and money terms.
In an email exchange our Billing offered a partial refund (basically compensating for the rest of the unused year). We never got a confirmation that the user is OK with this.
We were unable to issue a full refund because our system of records shows there was actual use of our services, the subscription had downloads and documents used. Thus, only partial refund was possible (which is still 11 months out of 12 being refunded).
Apparently, the customer was not OK with our reply (though we haven't received a definitive answer), so they turned to PayPal instead.
When PayPal started investigating, we've provided them with the evidence that the subscription was actually used (even though for a short period of time). Therefore, the complaint on PayPal side was resolved in our favor.
Our Billing is still ready to provide a partial refund, as it was initially offered, because this is our standard refund policy.
They will be reaching out to the customer directly once again today to try to settle this.
Hope this clarifies!
Customer Answer
Date: 07/01/2024
Better Business Bureau:
I have reviewed the response submitted by the business. Even though The response didnt acknowledge that they refused to refund me while PayPal had an open case or after the case had been concluded, it is good to see that they are willing to now do the refund with the Better Business Bureaus help. I received notification from PayPal that a refund has been received and will be delivered to my bank this week, so I 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:06/24/2024
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 randomly charged my Venmo $30 on April 17, 2024 and the charge was not authorized by myself and no services were ever received. I have no idea what this company even does. I didnt catch the random charge until they charged me $30 again on 5/22/2024. They keep trying to take more out of my venmo and I cant figure out how to get them to stop charging me for non existent services/goods or whatever they do.Business Response
Date: 06/24/2024
Many thanks for reaching out, *********!
Unfortunately, we can't find you in our system of records. All personal accounts on our end are linked to an email login, and we have nothing recorded for the email provided in this complaint.
Please let us know your other emails and also your Venmo user name.
Refunds for both charges are no problem at all, we just need to find you.
Thank you and apologies for any inconvenience caused!
Customer Answer
Date: 06/24/2024
My venmo username is ******************* and the transaction id's are visible in the previously provided screenshots. Should the charges be refunded and they cease to attempt to charge my venmo I will accept the resolution. Since my venmo account was charged could kindly provide me with the email that attempted to fraudulently use my venmo for payment?
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,*********
Business Response
Date: 07/08/2024
Dear *********,
many thanks for providing more data. We've tracked your account by the Venmo user name, the subscription has now been canceled and both transactions have been refunded.
The account was linked to the email which seems to be yours, as it is also linked to your Venmo. It's a Gmail account which has digit "1" in it (for security reasons we can't disclose full email, hope you understand).
If you have any further questions, please email **********************************.
Thank you.
Initial Complaint
Date:06/10/2024
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.
The last two months I have been charged $20 from a company called airslate and I have never heard of them.Business Response
Date: 06/11/2024
****** hi and many thanks for reaching out!
Our records show that you have already canceled your subscription manually. At this point, we can confirm that much.
For a refund though, we would need your Venmo user name since both transactions were processed there.
Our Billing Support has emailed you directly to request this information. Please check your inbox and provide this information at your earliest convenience.
Thank you. We hope to see this settled very soon.
Initial Complaint
Date:06/08/2024
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.
On June 3rd 2024 at 5:44 am my Venmo account was charged $144 by Airslate ****My dispute case through Venmo was denied.I have never heard of Airslate **** or approved any payments to Airslate **** I have read many other complaints online and am confident this is a scam.Business Response
Date: 06/10/2024
Dear ****,
many thanks for reaching out and apologies if any confusion incurred.
Our records show that you indeed have an active account/subscription with us. Not with airSlate Workflow though, but with pdfFiller (as in pdffiller.com, an online PDF editor, most probably you've used it for tax forms or something like that).
This is to confirm that you subscription has just been canceled, and a refund has been issued for you.
Please check your inbox for the email confirmation of the same.
We are hoping to see this case settled very soon!
Initial Complaint
Date:05/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got charged 96$ via Venmo for this company I never heard of. Venmo username is Garyxue213. I demand a full refundBusiness Response
Date: 06/03/2024
**** hi and many thanks for reaching out!
This is to confirm that your subscription has been canceled and a refund has been issued for you.
Please check your inbox for the email confirmation of the same.
We hope this settles the case!
Initial Complaint
Date:05/25/2024
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.
This company has somehow withdrawn 2 times now a charge of $20 each time from my Venmo. I have NO idea what this company does. *** never signed up on any subscription plan through Venmo. My venmo is ************* This is theft and money not returned and whatever subscription not cancelled I will be prepared to go to court.Business Response
Date: 05/29/2024
Ting Ting hi! Many thanks for reaching out.
First of, just in case, please note that your account with was under a different email (the one which ends in ****************).
We've just canceled the subscription and issued a refund for you.
If you have any further questions/concerns, please email **********************************.
We hope this settles the case.
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