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: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.
Airslate *** charged $96 to my Venmo account and it was an unauthorized charge!! This was taken directly out of my bank account via Venmo! I want to be reimbursed immediately.
Business Response
Date: 02/02/2024
******* 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.
Apologies if any inconvenience caused!
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.
$100.69 was taken out of my account on 01/31/2024 without my permission. This is fraud. There is no customer service number to contact them to discuss getting a refund. I would like the money to be put back in my account!!!!!@Business Response
Date: 02/02/2024
Hello,
**** has actually found the customer service number and has been in direct communication with our Support, about 20 minutes ago.
We've found the account, canceled the subscription and issued a refund.
We hope this settles the case!
Initial Complaint
Date:01/28/2024
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 in the middle of the night $103.92 through my Venmo card that was not authorized. I have never heard of this company nor ever purchased anything.Business Response
Date: 01/29/2024
This is to confirm that your subscription has been canceled and a full refund has been issued for you.
Once the refund is processed by our Billing Support, you will get an email confirmation.
If you have any further questions, feel free to email us at **********************************.
Initial Complaint
Date:01/20/2024
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.
This company took $105.84 from my venmo account overnight. I have never even heard of this business before, but it seems like Im not the only one that was targeted. I need my money back.Business Response
Date: 01/22/2024
Hello ******! And many thanks for reaching out!
Refund is no problem at all, however, we don't have this email of yours registered in our system, actually.
Please let us know your other emails and also your Venmo user name.
Thank you!
Initial Complaint
Date:01/19/2024
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 woke up with an unauthorized charge of $20 on my Venmo from Airslate **** Ive never been involved or even heard of this company prior to this.Business Response
Date: 01/22/2024
**** hi and many thanks for reaching out!
Refund would be no problem at all, however, we can't really find you in our system of records.
Please provide other emails you are currently using and/or your Venmo user name.
Thank you!
Initial Complaint
Date:01/18/2024
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.
Airslate *** tool $144 twice from my venmo with no authorization! Its unbelievable what I've been through over this!Business Response
Date: 01/19/2024
******* hi and many thanks for reaching out!
Our Billing Support has just issued a refund for the latest charge and will explain the rest over the email.
Customer Answer
Date: 01/19/2024
[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:01/18/2024
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 am preparing my taxes for 2023, and I found this charge on my Venmo account from a company I've never heard of. I reviewed my email, and no purchases were made via this company, there are several other complaints about this company mistakeningly billing their Venmo accounts, so I can only assume this was an error. I'd like a refund for the total amount $104.26 or an explanation for the charge.Business Response
Date: 01/19/2024
***** hi and many thanks for reaching out!
First of all, please note that your subscription with pdfFiller (airSlate is the software vendor, pdfFiller is the online PDF editor you've used) has been linked to another email, the one with the word "suites" in it.
We've just canceled a subscription and issued a refund for you. The automatic confirmation has been sent to the email linked to the account.
We'd appreciate if you could check that inbox for us and confirm to BBB here.
If you would like to have a detailed log of the activity under this account (since you do not recall), please email *********************************** Due to privacy policy, we do not really see what's inside personal accounts (like what sort of documents you are working on, for example) but our Support can surely tell you: date of first/last logins, number of documents in work, number of downloads, etc.
Hope this helps!
Customer Answer
Date: 01/21/2024
[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:01/18/2024
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 mystery charge to my Venmo for $156.38 on January 18th 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: 01/19/2024
********* hi and many thanks for reaching out!
Our Billing Support has issued a refund for you but it was blocked by the processor (any chance you have blocked your Venmo or anything like that?).
We are keeping an eye on it and will try again later today. If the same problem persists, our Billing will email you asking for an alternative financial details.
If there's an issue with your Venmo, please do let us know by emailing *********************************** Thank you!
Initial Complaint
Date:01/16/2024
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 January 13, ****, $20 was deducted from my Venmo account from this company. I have not purchased anything and am not familiar with the company.Business Response
Date: 01/18/2024
******* hi!
Many thanks for reaching out. Our search by email and/or last name does not bring any results, unfortunately.
Please let us know your other emails (might be school, uni or work email, often the case) and also your Venmo user name,
Refund is no problem at all, no worries. We just need to find you in our system.
Thank you!
Initial Complaint
Date:01/11/2024
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 charged my Venmo account $96 that I did nothing to initiate the charge. I dont know this company. The transaction was charged at 3:05am and I believe its fraudulent or at best a mistake. There seem to be a number of complaints for the same issue. Please refund my payment in full immediately.Business Response
Date: 01/12/2024
Hello there!
**** reached out to us already via the phone, actually. That was two days ago, January 10th.
The subscription has been canceled, and a refund has been issued.
We hope this settles the case!
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