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:03/30/2024
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 received a fraud notice for a charge from this company through my Venmo. I have never done business with this company and my card is frozen now. I request immediate refund and explanation of fraudulent charge.
Business Response
Date: 04/01/2024
***** hi! Many thanks for reaching out and apologies if any inconvenience/confusion.
Please email us directly at *********************************** One of our agents will make sure there are no further charge attempts and that your account is canceled.
If needed, they could also provide you with the information on when and how this account has been created in the first place.
Thank you.
Customer Answer
Date: 04/01/2024
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 am requesting a refund and for the amount charged. I had to take time off work to close my account due to fraud.
Please refund the amount charged and delete any of my personal information from your database.
I will not be emailing due to fears of further fraud.
Regards,*****
Business Response
Date: 04/05/2024
Dear *****,
Dear BBB,
in the initial complaint the customer specifically mentioned that they asked the bank to close the account / block the card.
We are ready to provide a refund, but we need new payment details (we have only the older card which is blocked now).
This is the only reason why we have asked ***** to contact us directly: to get to know new payment details.
Now the customer is refusing to contact us and demands the refund (repeating again that they already went to their bank to block the card).
If we send the refund to an older account, it will return back to us due to card being blocked.
We are more than ready to cooperate but the customer needs to participate in this directly.
Hoping for your understanding here and thank you.
Initial Complaint
Date:03/27/2024
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 at 5pm yesterday (March 26) $156.38 charge to my Venmo account from ****************** **** I have never heard of this company. I have also emailed and disputed ALL charges with ***** for allowing this transaction. I cannot find any correspondence with this company regarding a product I may ordered. I have never signed up for any subscriptions via Venmo!Business Response
Date: 03/29/2024
******** hi and many thanks for reaching out!
Looking at the screenshot you've sent, this is our subscription/charge indeed.
However, we can't find you in our system of records. The subscription is probably under another email?
Please let us know your other emails and also your Venmo user name.
Refund is no problem, we just need to find you in the system.
Thank you.
Customer Answer
Date: 04/02/2024
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.
I was unsure how to respond to your request of more information such as email and Venmo account. My only emails are:
*****************
***********************
***********************
************************
Venmo is: @*****************************
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,Brittany
Business Response
Date: 04/05/2024
********, hi again and many thanks for providing all the necessary info!
This is to confirm that your subscription has been found, cancelled 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!
Customer Answer
Date: 04/09/2024
[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,
*****************************Initial Complaint
Date:03/22/2024
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.
I was charged ****** through my Venmo and now have a negative on my bank account. I have never been affiliated with this company before. Please help and am now worried if my account has been jeopardized .Business Response
Date: 03/25/2024
Hello ****!
This is to confirm that we would be canceling your subscription and issuing a refund for you.
Please note, just in case, that your subscription with pdfFiller was associated with a slightly different email address (no dot in the name part).
Once the cancelation & refund are processed, you will receive an email confirmation.
We hope to see this settled very soon!
Initial Complaint
Date:03/21/2024
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 USD to my Venmo account, and I have no affiliation with this company whatsoever. I would like a refund.Business Response
Date: 03/25/2024
***** hi!
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.
If you would like to have more details on the history of your account (since you do not recall the experience), please email *********************************** one of our agents will provide more data.
Initial Complaint
Date:03/19/2024
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 have been charged twice for this and have no idea why. I'd like a refund and not to be charged again. *****************************************-6Business Response
Date: 03/20/2024
Dear ******,
this is to confirm that your subscription has been canceled and two monthly charges have been just refunded.
Please check your Inbox for the email confirmation of the same.
We hope this settles the case!
Initial Complaint
Date:03/19/2024
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 had a $144.00 venmo charge from this business that I did not authorize. It occured yesterday, March 18th at around 8 pm.Business Response
Date: 03/20/2024
Many thanks for reaching out!
This is to confirm that we have just canceled your subscription/account and our Billing just issued a refund 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:03/15/2024
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.
My Venno was charged 3 different times with the most recent transaction being today 3/15/2024 at 4:04 am totally $90 from a place called AirSlate. I have never heard of them & did not authorize these transactions! Would like a full refund please! Thank YouBusiness Response
Date: 03/18/2024
***** hi and many thanks for reaching out!
Our records show a very different picture though, at least for the email provided in this complaint: you've subscribed for a mobile free trial (on iOS) on March 16th and canceled it same day. We have nothing else recorded for this email, hence on charges either.
That might mean that the account is associated with another email though. Please let us know your other emails (school/work email, for example) and also your Venmo user name.
We'll double-check the records again.
Thank you in advance for your cooperation and patience in handling this.
Initial Complaint
Date:03/13/2024
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 received a charge for $144 on venmo but i have never used it even heard of the company air slate before.Business Response
Date: 03/15/2024
******* hi and many thanks for reaching out!
Our system of records shows an account for your email, but nothing else, actually. Meaning, there is no subscription or a paid plan selected.
Most probably, that would mean that the charge was related to another account/email.
Please let us know your other emails and also your Venmo user name.
Refund is no problem at all, considering the recency of the charge; we just need to find you in our database.
Thank you for your cooperation and patience!
Initial Complaint
Date:03/12/2024
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.
Last year on March 12 i had a charge of $96 from Airslate **** and I went ahead and cancel my subscription that I didnt even know i had, I thought this issue was resolve but now after one year i was charged again. Dont know what to because I dont even remember the website that i subscribed to. Also, I barely use venmo so I dont even know how this happenedBusiness Response
Date: 03/13/2024
****** hi and many thanks for reaching out!
This is to confirm that your subscription is now fully canceled and a refund is issued for you.
Please check your Inbox for the email confirmation of the same.
On a separate note though, please note that our system records specifically show that you've logged on our site and canceled the subscription yesterday, on March 12th, 2024 (not last year).
Initial Complaint
Date:03/10/2024
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.
I was charged $96 from this company to my Venmo. I have never made any purchase or transaction with this company. So this is obviously fraudulent. The charge was processed today 3/10/24. Refund wouldnt even be the correct word to use because the money was stolen but I would like my money back.Business Response
Date: 03/11/2024
Hello there!
Many thanks for reaching out. Unfortunately, we can't find anything affiliated to this email on our end.
Please let us know your other emails and also your Venmo user name.
Thank you.
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