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:05/23/2024
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.
Unauthorized charge through Venmo of $96. No account and no other authorized users of my account. Scam!
Business Response
Date: 05/24/2024
Dear ****,
many thanks for reaching out, however, we have nothing recorded for the email you've provided in this complaint.
Please let us know your other emails and also your Venmo user name.
Thanks.
Initial Complaint
Date:05/23/2024
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.
This morning 5/23/24 air slate *** attempted to charge both my cash app and my venmo accounts 96 dollars both were declined from not enough funds but I have bills on auto pay that would have been screwed. I need to make surr this isn't something that's going to reoccur. I have never signed up for their services.Business Response
Date: 05/24/2024
****** hi!
Our Billing Support is looking at this right now, they will email you once your request is processed.
Initial Complaint
Date:05/22/2024
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.
On 05/16/2024 at 3:09am PST, I was fraudulently charged $144. I have never heard of Airslate, nor do I use programs that are similar to it. I do not know how or why this charge was authorized but it was done without my approval and I'd like a full refund! I've reached out to ***** to inform them that this happened to multiple people and could be a scam or security breach.Business Response
Date: 05/24/2024
****** hi! Many thanks for reaching out and apologies if any confusion.
Our records show that you had an Annual Plus subscription with us (registered at pdffiller.com). Does this ring a bell? Most people sign up to file taxes or do other forms, for example.
Anyways, we've just canceled your subscription and issued a refund for you.
Please check your inbox for the email confirmation of the same.
We hope this settles the case!
Initial Complaint
Date:05/14/2024
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 afternoon my venmo was charged $96 by this company. I have never heard of Airslate and I have not made any new subscriptions to anything in several months. I filed a dispute with Venmo but havent heard back..I dont understand how this company was able to charge my Venmo without my authorization. This company is a scam and I want my money back.Business Response
Date: 05/15/2024
Hi there! Many thanks for reaching out, however, we don't have anything in our system of records for your name or email.
We will need your other emails and also your Venmo user name.
Refund is no problem, we just need to find you in the system.
Thank you!
Initial Complaint
Date:05/11/2024
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, Air Slate, charged my Venmo account ***** at 2:30am in the middle of the night. I didnt think this was even possible! This is fraud! This is a scam!!!!! This company is not even reachable. So annoyingBusiness Response
Date: 05/13/2024
******** hi and many thanks for reaching out!
This is to confirm that your subscription has been just canceled and a refund has been issued for you. Please check your inbox for the email confirmation of the same.
If you have any further questions (since it looks like you do not recall using our software, which was pdfFiller.com, the online PDF editor), feel free to email us directly at *********************************** We are very much reachable, we assure you. In fact, our Support is online 24/7, weekends and holidays included.
Hope this helps!
Initial Complaint
Date:05/06/2024
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 received a Venmo charge for $96 this morning at 4 am. I have never used this business or purchased anything from them.Business Response
Date: 05/08/2024
***** hi and many thanks for reaching out!
This is to confirm that your subscription has been just canceled, refund is issued, and our Billing Support has just sent you an email confirmation re the same.
We are hoping to see this settled very soon!
Customer Answer
Date: 05/10/2024
[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:05/05/2024
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.
I have a venmo charge of $96 from this company which I have NEVER heard of. My bank account is now in the negative. I want my money back this is not right. I read through online and tried to check if I have an account. I have never used nor do I need this business. I need this resolved immediately.Business Response
Date: 05/06/2024
***** hi and many thanks for reaching out!
Our Billing Support is emailing you now to verify the Venmo user name (since the charge was via Venmo, we'd need to process the charge back via Venmo as well).
Please respond to their email when you have a minute. Then we will arrange a refund.
Thank you!
Initial Complaint
Date:05/04/2024
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 charged my card without my knowledge. I have never even heard of this companyBusiness Response
Date: 05/06/2024
Hello there!
******** reached out to our Billing Support couple days ago (2024-05-04) with the same request.
Our Support asked for the additional information needed for account verification.
We are now waiting for this data update from the customer and are ready to process the refund as soon as we have the missing data.
Thank you.
Initial Complaint
Date:05/03/2024
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 heard of this **** sight and my Venmo was randomly charged 20$ and another charge of 10$. I want a refund as soon as possible and for this to never happen again. I want to know why this happens to people and how to prevent itBusiness Response
Date: 05/06/2024
Hello there!
Many thanks for reaching out, however, we have nothing registered for the email provided in this complaint.
Please let us know your Venmo credentials, we'll look you up by the transaction activity.
Also, you've stated zero amount in the refund claim line. Does this mean you don't want refunds for the mentioned charges?
Thank you.
Initial Complaint
Date:04/30/2024
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.
I recently had $144 removed from my account. It says ********************** ESPN gaming on my email. I am now been charged $144.03 times from three different accounts. Im -144 on *****. I need all and I do mean all of my money back as soon as possible, all my accounts are negative plus they took every dollar I had no idea with this company. They are a scam.Business Response
Date: 05/01/2024
Dear ******, many thanks for reaching out.
First of all, please note that there are two absolutely separate cases here somehow merged into one complaint.
ESPN BET is indeed a gaming company (looks like that. we simply googled the name) and their charge, also mentioned on the screenshots, has absolutely no relation to us.
You will have to contact them directly.
Our charge goes under the name airSlate ***** and it is for the software solution called pdffiller.com, the online PDF editor.
Our Billing Support has just confirmed that you already were in direct communication with them. And since your Venmo account is blocked, an alternative way of a refund was found for you.
Once this refund is processed on our end, you will get an email confirmation from our Billing Support (this should be today, actually).
Hope this helps.
Customer Answer
Date: 05/02/2024
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,******
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