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:01/11/2024
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 took $96 from my Venmo account I did not authorize it Ive never heard of that company
Business Response
Date: 01/12/2024
Hello there!
Our records show that ****** has reached our Billing Support via phone earlier today.
The subscription has been canceled, and a refund has been issued.
We hope this settles the case!
Customer Answer
Date: 01/12/2024
[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: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.
I was charged $103 from airSlate via Venmo at 5:04 am through my bank account attached while I was sleeping, unauthorized. I have never heard of this company before in my life and have no idea where this charge came from or why. Please refund and cancel any membership or product associated, this is unacceptable.Business Response
Date: 01/12/2024
Hi there!
****** has already reached out to us, two days ago (on January 10th).
Thus, the subscription has been canceled and a refund has been issue by now.
We hope this settles the case!
Initial Complaint
Date:01/10/2024
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 looking at my debit card statement and just a few days ago had a charge for a purchase from air skate **** I have never done business with this company nor have I ever heard of it.Business Response
Date: 01/12/2024
********* hi and many thanks for reaching out!
This looks like our charge indeed, however, we can't find you in our system of records.
Do you use any other emails? Our system of logins is linked to emails, this is how we identify all our customers.
So, please let us know your other emails (or maybe other emails in the family? sometimes that happens too).
Refund is absolutely no problem, but we need to find which account to cancel.
In advance, thank you very much for your cooperation on settling this!
Initial Complaint
Date:01/07/2024
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.
Last night at 12:28 AM I was charged for a year membership for PDFfiller, a free service I used to fill out a form. I did not authorize this charge and request a refund.Business Response
Date: 01/08/2024
Hello there!
Our records show that ********* reached out to us independently yesterday, January 08.
The subscription was canceled, and a refund was issued.
We hope this settles the case, thank you!
Initial Complaint
Date:01/03/2024
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 to a mystery charge on my Venmo account at 3:36am on 1/03/2024. The charge was for $156.38 to a company Ive never heard of, AirSlate. It looks like AirSlate has received a ton of complaints for using these shady business practices on other customers. It seems to be common practice to steal money from people without their permission, really despicable. I need this unauthorized charge reversed from my bank account immediately. I will be pursuing a dispute/chargeback option with ***** as well.Business Response
Date: 01/03/2024
Hello there!
Our records show that ***** has already been in direct contact with our Support (today, January 3rd). The subscription was canceled and a refund was issued.
We hope this settles the case!
Customer Answer
Date: 01/03/2024
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 my complaint. They refunded my order after I emailed pdffiller.
Regards,
CameronInitial Complaint
Date:01/01/2024
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.
On Nov 9, 2023 at 3:52 am, Airslate charged me $96 through my Venmo account. I have not signed up for this subscription. I have researched what this charge may be and it appears it was possibly a free ********** that I dont believe I ever used. I tried to dispute it through Venmo but was told I need to dispute it through Airslate. Upon ****** searching I have seen this is a common occurrence that Airslate does where they charge somehow through Venmo. Pmease let me know what I can do to get a refund for an incorrect charge, possibly a scam charge to my account.Business Response
Date: 01/02/2024
***** hi and many thanks for reaching out!
We think we've found you in our system, but not quite sure cause a different email is linked to the account.
Our Billing Support will email you today to verify some details and then issue a refund.
Many thanks in advance for your cooperation!
Customer Answer
Date: 01/03/2024
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 ********************************* Billing Support did not reach out to me. Instead I reach back out to the support representative who told me they have no information and need me to provide another email address that *** have been used. I explained that I have no other emails and I did not order the service. I clarified again that the $96 charge appeared on my Venmo on Nov 9 at 3:52 am. They owe me a refund. As of now, I have not had a follow up to my last message.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 01/03/2024
*****, hello again!
Many thanks for providing additional information, that helped us find the case.
First of all, let us please explain what happened and why there was a confusion.
We indeed received your request, it was forwarded to us by the airSlate Support Team. Your charge however was coming from/for pdfFiller. Both pdfFiller (PDF editor) and airSlate (business automation software) are owned by airSlate, Inc.
Since the complaint was initially misplaced a bit, it took us some time to figure everything out and find the relevant account. We are truly sorry for the inconvenience it might have caused you!
Regarding the charge itself: our records show there was an active annual Basic plan linked to nan****@gmail.com. Are you familiar with this email? Just in case, this was pdfFiller subscription, totally unrelated to airSlate as a product/software. This subscription was activated last year to print out the form(s), and remained active since. Hence, the renewal was processed automatically.
Per your request, we have canceled this subscription (today) and issued a 96$ refund for the charge in question. Please note that this amount would be back to your Venmo account within 5-7 business days.
Also, you will not be billed in the future (unless you re-subscribe, of course).
You have probably received roughly the same information via the email as well by now. Should you have any further questions/concerns, do not hesitate to email us at **********************************.
Customer Answer
Date: 01/04/2024
[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:12/29/2023
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.
$96 charge to my venmo account at 2am from ********************** **** Had to come to this site to learn it is for a **********. Illegal and scammy business practice to hide the fact that users must pay for your service until the end, and then charge them a huge amount a month later from an unrecognizable name. The business has users emails but does not warn them before charging. I do not remember even using a **********, and definitely do not remember signing up for a subscription. I feel like Ive been scammed.Business Response
Date: 01/02/2024
***** hi!
Many thanks for reaching out, the charge indeed looks like ours, however, we can't find you by the Gmail email provided in this complaint. Name search does not bring any results either, unfortunately.
Do you use other emails which might have been used as login in our system? Could have been a work email, or a university/college email, for example.
Or please let us know your Venmo user name.
Refund is no problem at all, we just need to find you.
Customer Answer
Date: 01/03/2024
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.
[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.
FAQThanks for your response! My venmo username is @***********************. Please let me know if you are able to process a refund.
Regards,
*****
Business Response
Date: 01/03/2024
Many thanks for the username! Looks like our Billing Support has found you (the email with the word "surfer" in it?) but they'd need to clarify couple details, thus, one of our agents will be emailing you shortly.
The refund will be issued as soon as we clarify those details.
We hope to see this settled very soon!
Initial Complaint
Date:12/29/2023
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 and I have never signed up for any subscription nor have ever heard of airslate. I would like my money back and to be removed from whatever service I am being charged forBusiness Response
Date: 01/02/2024
******* hi and many thanks for reaching out!
We can see that you've already canceled your subscription, however, did not request the refund internally.
Which is no problem, but we would need your Venmo user name for that.
Please let us know your Venmo credentials via an email to **********************************.
Thank you in advance. We are hoping to see this settled soon!
Initial Complaint
Date:12/22/2023
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 $96 from airSlate via Venmo at 5:52am (and it went through) while I was sleeping, unauthorized. I have never heard of this company before in my life and thought my account was hacked! After some digging, it looks like because I used a free service from pdfFiller to help my mom fill out a form for work, they must have somehow gotten my information to charge me. Please refund and cancel my membership, this is unacceptable.Business Response
Date: 12/25/2023
***** hi and many thanks for reaching out!
pdfFiller does not really have a "free service". What we offer is a free trial period of 30 days, and once you don't need it any longer, you are expected to cancel and unsubscribe, actually. Looks like this did not happen in due time, thus you were automatically charged for our paid plan.
In any case, our Billing Support has just canceled your subscription and issued a full refund for you. Please check your inbox for the email confirmation of the same.
We hope this settles the case.
Warmest season's greetings from pdfFiller / airSlate, Inc.
Customer Answer
Date: 12/26/2023
[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:12/21/2023
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 ****** from Airslate and it was disputed and then I was credited and then it was recharged through my Venmo account. It was charged 10/22/2023 then refunded 11/7/2023 then the vendor recharged again on 11/14/23. I have never purchased anything from this company.Business Response
Date: 12/22/2023
********* hi and many thanks for reaching out!
We can't really comment on Venmo transactions as we don't have any access to their data, even if it is directly related to purchases of our software (but we must admit this indeed looks weird).
We just went ahead, canceled your subscription and issued a refund for you once again.
Please check your inbox for the email confirmation.
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