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:03/10/2024
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 $20 by Airslate *** on Venmo. I have no clue what this company is and have never purchased their products.
Business Response
Date: 03/11/2024
***** hi and many thanks for reaching out!
Unfortunately, we can't find anything for the email provided in this complaint.
Most probably, the account has been linked to another email.
Thus, please let us know your other emails and also your Venmo user name.
Thank you.
Customer Answer
Date: 03/11/2024
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.
The email associated with my Venmo account is ************************** My username is dwoodard1105.
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: 03/13/2024
Many thanks for providing additional data, *****, super helpful!
And yes, we've found you this time. This is to confirm that your subscription has been canceled and a refund was issued.
Please check your Inbox for the email confirmation of the same.
If you have any further questions/concerns/requests, please email **********************************.
Initial Complaint
Date:03/09/2024
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 at 5am the other day for this service. Never heard about them ever in my life and I was asleep at the time of purchase. Seems to be happening to others. And they need to fix this issue of stealing peoples money, and refund me MY money!Business Response
Date: 03/11/2024
This is to confirm that **** has already been in direct email communication with our Billing Support.
The subscription has been canceled and a refund issued.
We are hoping to see this settled very soon!
Initial Complaint
Date:03/08/2024
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 $96 via Venmo today 3/8/24. No record of any business dealings with this company and no information about what the charge is for. It appears this is an ongoing scam and I expect my funds to be returned immediately!Business Response
Date: 03/11/2024
**** hi!
Many thanks for reaching out, however, we can't find you, actually.
We do not have the email provided in our database.
The charge looks like ours though. Which means it was linked to another email/account.
Please let us know your other emails (school, university, work ones) and also your Venmo user name.
Refund is absolutely no problem, we just need to find you.
Initial Complaint
Date:03/07/2024
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.
$102.72 was taken out of my account by ***** from this company without any description or understanding of what this is even for. I would like a refundBusiness Response
Date: 03/08/2024
Dear ******,
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 have any further questions/concerns, please email us *********************************** Our Billing Support works 24/7, weekends included, we will do our best to reply ASAP.
Thank you and sorry if any trouble.
Initial Complaint
Date:03/07/2024
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 woke up this morning to a $96 dollar charge from my venmo account like many others on here and I have never heard of this company and have never done any business with them. I expect a full refund and for them to purge all the data they have.Business Response
Date: 03/08/2024
Hello there!
****** has been in direct contact with our Billing yesterday (March 07).
The subscription has been canceled and a refund has been issued.
Please note that depending on a particular bank, the refund would become visible on the account within 2-5 business days (usually 2-3, in our observations).
Hope this helps!
Initial Complaint
Date:03/06/2024
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 woke up this morning 03/06/24 with a charge in my Venmo from this account for $96 at 2:48am. Ive never even used this service I had to ****** them to find out what company this is. It seems that this is a reoccurring issue with them thats not be addressed by them.Business Response
Date: 03/08/2024
***** hi and many thanks for reaching out!
I've just checked records with our Billing Support, and for your email we have only a blank registered account (that is, no activity in it whatsoever).
The charge seems to be ours though. Thus, could please let us know your other emails and also Venmo user name.
Refund is no problem, we just need to find the affiliated account.
Thank you for your cooperation!
Customer Answer
Date: 03/08/2024
[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:03/06/2024
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.
At 4:06 AM on March 6th, I was charged 96 dollars through Venmo from a company called Airslate **** I have no prior knowledge of making this purchase, and I read that this is a subscription scam. Again, I would like my money back immediately.Business Response
Date: 03/08/2024
Dear *******,
many thanks for reaching out. Sorry though, we have nothing registered for your email or name.
Please let us know your other emails (might school/uni/work email or something like that) and also your Venmo user name.
The amount looks like ours though. So we just need to find the right account and generate the refund.
Many thanks for your cooperation on settling this!
Customer Answer
Date: 03/08/2024
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.
[Airslate,
I have never used your service or came across your company. I dont believe I should be registered because this is due to some sort of fraud.
The email registered to my Venmo account is ******************* and my Venmo account username is
@***************************
Again, Id really appreciate if that large amount of money were to be returned to either my bank or Venmo account ASAP.
Thanks,
*******]
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: 03/13/2024
*******, hello again!
And many thanks for providing more information, super helpful.
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.
And since you do not recall the experience:
In February this year you have registered an account on our site pdfFiller.com and used something related to "ERHS" forms (or templates).
Sorry, we do not really see cause we do not have access to the insides of user accounts (this would be privacy violation).
If you have any further questions, please email **********************************.
We are hoping though to see this settled very soon!
Initial Complaint
Date:03/06/2024
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.
On the morning of March 6th at 5:12AM I was charged $96 by Airslate **** I have never heard of this company, nor have I ever authorized this charge to them. I would like a refundBusiness Response
Date: 03/08/2024
This is to confirm that **** has been in direct communication with our Billing Support (2 days ago).
The subscription has been canceled and a refund has been issued.
We hope this settles the case. Thank you.
Initial Complaint
Date:03/05/2024
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 charge to my personal checking account from Venmo for $103.68 that I did not authorize from a company called Airslate. I have never done business with this company and have no idea what the charge is for. I want a refund for the entire amount back I to my checking account and I want confirmation that whatever this company is, I am not associated with them. This is extremely frustrating, especially when youre on a tight budget and this transaction turns your account negative.Business Response
Date: 03/06/2024
Dear *******,
this is to confirm that your subscription has been canceled and a refund has been issued for you.
Due to data privacy reasons, we can't share personal data on the customer journey with us, actually. If you would like to know more details (when the account was created etc.), please email *********************************** We can surely provide all necessary details, but only under a personal request without third parties involved.
We hope to see this settled very soon!
Initial Complaint
Date:03/02/2024
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.
On March 2nd, Airslate charged my Venmo $105.84. I have no connection with this company, I didn't authorize this charge.Business Response
Date: 03/04/2024
Dear ******,
many thanks for reaching out and apologies for any confusion/inconvenience incurred!
This is to confirm that your subscription has been now canceled and a refund has been issued.
Please check your inbox for the email confirmation of the same.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.