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:02/23/2024
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.
On February 23, 2024 I received a notification from Venmo that I was charged a total of $96 at 5:18am from the company AirSlate. The transaction went all the way through to my bank account. This payment was not authorized and I have had no contact with this company asking for their services. It is also linked to connected business and states I gave authorization for Airslate *** to be a connected business. I have thankfully made it inactive as a connected business but do not want the issue to occur again and want full refund. I always would like reassurance this company is not hacking into my accounts as a cyber security breach.
Business Response
Date: 02/26/2024
****** reached out to our Billing Support on February, 23rd.
The subscription has been canceled and a refund has been issued.
We hope this settles the case.
Initial Complaint
Date:02/22/2024
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.
There is an $154 charge on my venmo from this airslate place and I have no idea what this is. I only had a few dollars in my account and now it's frozen because of this. I'm very frustrated and ready to be done with venmo also if this is their security standardsBusiness Response
Date: 02/23/2024
**** hi and many thanks for reaching out!
Refund is no problem but we would need your Venmo user name for that.
Please provide this info via BBB here.
Thank you in advance!
Initial Complaint
Date:02/22/2024
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.
A company called airslate **** charged 144 dollars to my Venmo account. I have never heard of them, nor did I pay them any money. I dont know how they had access to my bank account. I would like that charge cancelled on my Venmo before it reaches my bank.Business Response
Date: 02/23/2024
***** hi and many thanks for reaching out!
This is to confirm that your subscription has been now 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, please email *********************************** we'll provide more information.
We hope this settles the case!
Initial Complaint
Date:02/21/2024
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 did not authorize the charge Airslate charged to my VenmoBusiness Response
Date: 02/23/2024
Hello there! (**** or *****? we couldn't figure out, sorry)
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:02/21/2024
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.
Woke up this morning to a 96 dollar charge on my Venmo from AirSlate *** with no description of payment at all. I have no idea what this is in regards to. Now I see that this looks like a popular subscription scam.Business Response
Date: 02/23/2024
***** reached to us independently on February, 21st.
The subscription was canceled and a refund was issued.
Customer Answer
Date: 02/23/2024
[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:02/21/2024
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 woke up this morning to a $96 unauthorized charge at Venmo for AirSlate. I dont know who this company is and request a refund. Ive read a lot of other similar complaints online of these mysterious middle of the night charges people are getting.Business Response
Date: 02/23/2024
***** hi and many thanks for reaching out!
We can't actually find you. This email was never registered in our system of records. We tried name search, but you have a rather popular last name, too many Robinsons in our system, none of those is full match.
Do you use other emails? Work, university ones? Or maybe joint email with someone else in the household.
Refund is no problem at all. We just need to find the right account.
Initial Complaint
Date:02/20/2024
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 randomly charged $21.73 on venmo from Airslate **** I have NEVER even heard of this company this is so illegal and messed up, I want my refund now!Business Response
Date: 02/21/2024
Hello there!
****** was in direct communication with our Billing Support yesterday, Feb. 20th, via the chat directly on our site.
The subscription was canceled, and the refund was issued.
Initial Complaint
Date:02/19/2024
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.
This seems to be a common problem regarding this company Air Slate. I was charged $101.76 and did not authorize any transaction under no circumstances. If this is not resolved I will take legal action in small claims court against the company. I need a refund immediately.Business Response
Date: 02/21/2024
Hello there!
*********** was in direct communication (via chat) with our Billing Support on February 19th. The subscription was canceled and a refund was issued.
We hope this settles the case!
Initial Complaint
Date:02/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Got an unauthorized charge on my Venmo account from ********************** *** for 96$. I have never heard of this company or subscribed to any of their services. I would like this charge refunded immediately.Business Response
Date: 02/19/2024
Dear *****,
many thanks for reaching out and apologies if any confusion/inconvenience caused.
This is to confirm that your subscription has been just canceled and a refund has been issued. Please check your inbox for the email confirmation of the same.
If you have any further questions regarding this subscription, feel free to email us directly as **********************************.
Initial Complaint
Date:02/17/2024
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.
Airslate *** charged $96 to my Venmo Card unauthorized. I never paid for anything nor do I even know what Airslate is. This all happened at 5am in the morning and I was not even out of bed.Business Response
Date: 02/19/2024
******* hi and many thanks for reaching out!
We do not have a subscription registered under this email address, actually.
Please let us know your other emails and also your Venmo user name.
Refund is no problem but we need to find you in our system of records.
Thank you in advance!
Customer Answer
Date: 02/19/2024
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.
Dear AirSlate,
I have attached my Venmo info so you can reimburse the $96.00 taken out of my account. My email has not changed.
Regards,
*************************
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: 02/23/2024
Hello there!
In our previous communication we asked for 1) other emails to check, 2) Venmo user name.
The customer did not provide other emails. And the screenshot provided does not show Venmo user name. It shows the transaction, it is indeed from us, we do not question that at all.
However, we cannot track this transaction without the Venmo user name.
If this cannot be processed via BBB (since this is user rejecting offer status already), we have to ask the user to email us directly at *********************************** Maybe that be faster and more efficient that way.
Thank you.
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