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
- 459 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:02/15/2024
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.
I discovered a random unauthorized charge on my bank account from this ******* airSlate ************) for $104.49. On Feb 15th, ****, I don't have any relation to this company and I want an explanation as to how they have access to my account and how they stole this money from my account. I am not the first person from the looks of it. I want my money back that's it. I would also like to request legal actions taken against this company for its fraudulent acts that *** cause harm to individuals like myself. Money taken from my savings completely unauthorized. Words can't describe how disheartening it is to see your hard earned money taken, not all of us have a 100 dollars to spare.
Business Response
Date: 02/16/2024
Ceidra hi and many thanks for reaching out!
Just checked our records, and we do not actually have a subscription under the email provided in this complaint.
Since you've mentioned that the charge was labeled as ******* most probably, this was our mobile app and you've subscribed via Play marketplace, not directly with us.
Our Billing Support agent will email you today to investigate and settle this.
Initial Complaint
Date:02/13/2024
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.
On Tuesday February 13th at 330 AM CST my Venmo was charged 96 dollars without my authorization. I have contacted ***** to dispute the charge and closed my account with them. I am incredibly disgusted as nothing like this has ever happened but I do see it appears to be a frequent problem with this company.Business Response
Date: 02/14/2024
****** hi and many thanks for reaching out!
If you have already blocked your Venmo account, we wouldn't know how to process the refund for you, actually.
Please email ********************************** and let us know your alternative payment details.
Since this is a very recent charge, refund is no problem at all, our 180-day money-back guarantee policy covers that, no questions asked.
Initial Complaint
Date:02/11/2024
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.
I have been charged $37.10 from airslate *** every month to my Venmo account and I canceled any service that it couldve been. I need to know what this is for and want my money back .Business Response
Date: 02/12/2024
**** hi!
We've located the account and your already canceled subscription. Since this involves multiple refunds at the same time, our Billing Support will reach out to you personally to discuss how to better handle this.
We are hoping to see this settled very soon!
Initial Complaint
Date:02/11/2024
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.
I woke up with a phony charge for $30 on my Venmo and I have not authorized this transaction.Business Response
Date: 02/12/2024
Hello there!
Subscription under the email ************************************************** has been inactive since 2020.
Thus, the charge must have been for an account registered using some other email.
Please let us know your other emails and also your Venmo user name.
Refund is no problem, we just need to find the account.
Thank you.
Customer Answer
Date: 02/12/2024
****************************************;
Venmo is @***********************
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: 02/14/2024
Hello again!
This is to confirm that your subscription has been canceled and a refund has been just issued for you.
Please check your email for the electronic confirmation of the same.
We hope this settles the case!
Initial Complaint
Date:02/10/2024
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.
This seems to be a popular trend on here for the Airslate company. I woke up with a $155 purchase from them. I am recently unemployed and almost $200 out of my account for something I didnt purchase. I need this to be remedied now and not later.Business Response
Date: 02/12/2024
**** hi and many thanks for reaching out!
According to our records, the subscription under your Gmail email was actually canceled many days ago, years, in fact. It was cancelled on 2021-03-18.
Hence, the pending charge must be affiliated with another email.
We would really appreciate if you could reach out directly to ********************************** to check your other emails (or other emails in a household/at work if there's a chance you have been sharing a computer with someone). Refund is no problem at all, we just need to find the right account.
Thank you in advance.
Customer Answer
Date: 02/12/2024
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.
**********************
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: 02/14/2024
Many thanks for providing additional information, super helpful!
This is to confirm that the account has been canceled, refund issued and the email notification re the same sent.
We hope this settles the case!
Initial Complaint
Date:02/09/2024
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 mystery charge to my Venmo for $96.00 on February 9th from Airslate *** that I know nothing about. It seems like they have done this to many people and I am disputing this.Business Response
Date: 02/12/2024
Hello there!
This is to confirm that ******* has been in direct communication with our Billing Support on 2024-02-09. The subscription has been canceled, and a refund has been issued.
We hope this settles the case.
Customer Answer
Date: 02/12/2024
[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:02/07/2024
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.
Unauthorized charge of $104.88 from this company called Airslate.Business Response
Date: 02/09/2024
******* hi!
Many thanks for reaching out. Unfortunately, we haven't found anything under the email provided in the complaint. This, most probably, means that the account on our side has been created using another email.
Please let us know your other emails, and also, if this is a Venmo transaction, please let us know your Venmo user name.
Refund is no problem at all, we just need to find you.
Customer Answer
Date: 02/09/2024
It was a Venmo transaction. My Venmo username is @***************************Business Response
Date: 02/14/2024
Many thanks for providing additional data!
This is to confirm that we have located the account, canceled the subscription and issued a refund for it.
The email confirmation has been sent to the email address linked to the account on our end (the email which has the word "misters" in it, at Gmail).
We hope this settles the case!
Initial Complaint
Date:02/05/2024
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.
This company charged my card more than once through Venmo for $96.000 when I didnt authorize this payment this was NOT ME very frustrating would like more than just my refund back for the multiple attempts.Business Response
Date: 02/07/2024
Dear *****,
many thanks for reaching out and apologies for the unfortunate experience.
Refund and full cancelation are surely no problem. However, we need to find you and the ************* system of records.
Unfortunately, we have nothing for the email provided in your complaint (the Yahoo one). We have an account with the "Coastal" email which is a partial match in name but we are not 100% sure this is you.
Thus, could you please provide the Venmo user name?
Once we have that, we'll process your request ASAP.
Thank you!
Initial Complaint
Date:02/02/2024
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 to a Venmo charge that I did not authorize from this company, Airslate **** The charge was for $144.00. What's so frustrating is that when I came here to file a complaint, I found that this has happened to many other people. Is this how this company stays afloat? By illegally charging people, and only a handful actually catch it and dispute it? It makes me wonder how many people are getting illegally charged, aren't catching the charge, and aren't disputing the illegal transaction. The charge was made at 2:09 a.m. PST while I slept. I want a full refund and an explanation as to why this company continues to illegally charge people who didn't sign up for their service.Business Response
Date: 02/05/2024
Many thanks for reaching out, ********!
For the email provided in this complaint we have only a registered account and no paid subscription or charges under it.
Since you were charged, the paid account must be under a different email then.
We will surely cancel your subscription, issue a refund and provide a detailed explanation but we need to find the right account first.
For this, we would need to know other emails you are currently using and also your Venmo user name (or those last four digits of the credit card you've blacked out on the screenshot. No one can charge you using those last several digits only, we assure you, this is the data needed for account verification and refunds only, it is not enough data for payments without your authorization).
We would appreciate prompt provision of this additional information, and on our side, once we have this data and are able to locate the account, we will issue a refund ASAP.
Many thanks for your understanding and cooperation.
Customer Answer
Date: 02/05/2024
Better Business Bureau:
The business has already resolved the issue.
Regards,
*****************************Initial Complaint
Date:01/31/2024
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 was charged $96.00 by AirSlate *** from my venmo for something I never approved.Business Response
Date: 02/02/2024
Hello there!
The case looks as follows:
******* reached out to our Sales Team on January, 31st. They forwarded the case to our Billing Support, same day.
Billing Support emailed ******* to confirm some details and the final cancelation, but never heard back. Until we've found this complaint today's morning.
Since all data is exact match, this is to confirm that the subscription has been canceled and a refund has been just issued.
We hope this settles the case!
If you have any further questions, please email **********************************.
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