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:12/20/2023
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.
Today (December 20, 2023), I woke up to an unauthorized charge of $150.48 from Airslate *** to my Venmo account. I do not know who Airslate is and I have no idea how they got access to my Venmo information. This is an unacceptable business practice and I do not know how this has not been remedied by the company with all of the previous similar complaints.
Business Response
Date: 12/22/2023
***** hi and many thanks for reaching out!
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 re the same.
If you have any further questions/concerns, feel free to reply to that email you've just received from us.
Best season's greetings,
pdfFiller/airSlate
Initial Complaint
Date:12/17/2023
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 dollars on Venmo. No explanation and I did not authorize the chargeBusiness Response
Date: 12/18/2023
Hello there!
Our records show that ***** was in direct communication with our Billing Support already (on 2023-12-17). The cancelation & refund request has already been processed.
We hope to see this settled very soon!
Initial Complaint
Date:12/17/2023
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 randomly charged $96 dollars for an Airslaytr subscription, when Ive never heard of this company nor did I authorize this charge. Waking up to nearly $100 missing out of my wallet was not an ideal surprise, and i'd like a refund immediately .Business Response
Date: 12/18/2023
Hello there!
We have nothing registered for the email provided in this complaint. And the search by the last name gives us too many options due to name popularity.
Please let us know your Venmo user name.
Refund is surely no problem at all, we just need to find the right account to cancel.
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:12/14/2023
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 from airslate and Im not sure if its a 3rd party platform or anything. My Venmo is @gentrifiedcornbread and I was charged 3:30am on the 14th of DecemberBusiness Response
Date: 12/15/2023
Hello there!
Our records show that the user in question has independently reached out to our Billing Support. The refund has been request and granted (about 24h ago).
We hope to see this case settled very soon!
Initial Complaint
Date:12/10/2023
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 woke up to a $96 placed on 11/26/2023 at 4:28 am! Imagine my surprise!!!! I reviewed my bank account and saw there was a charge on 11/26/22 at 8:11 am also. I had no idea what the charge was for. I could not find who Airslate was. Through ALL the numerous complaints found on the BBB site and numerous bad reviews on other sites, I found out it is for pdfFiller. I did try to log into their website with my information but it doesn't recognize me as a user. I was charged for something I never authorized. I don't understand how they are still in business and seems like a way for them to obtain payments illegally and leave people wondering how rectify these faulty charges when they can not find the company. Please remove me immediately from your billing list, subscription, and mailing list and refund me my full amount. In addition to this, my Venmo account is now suspended during fraud investigation on Airslate. ***** was the only way my son could send/receive money from me. I also used Venmo for business which I cannot do at this time. I feel this is totally unacceptable and unethical.Business Response
Date: 12/11/2023
********* hi and many thanks for reaching out!
For the email provided in your complaint we have a registered account only and no paid subscriptions, actually.
From the text you wrote though it is evident that you've been having a paid subscription with us for over a year.
That means it must have been under a different email.
Please let us know your other emails. Refund is no problem at all but we need to find your account and cancel it properly.
Many thanks in advance for your cooperation on this!
Customer Answer
Date: 12/12/2023
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 ********************************* has researched my complaint and need the email address. The email address in ******************************* I reviewed my prior emails. On 8/18/22. I canceled my subscription. I have an email from ***** from pdffiller confirming it.
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: 12/15/2023
********* hi!
Many thanks for clarifying the situation with the emails data.
Our records show that you've already been in direct communication with our Billing Support two days ago, on December 13th?
So, this is to confirm, mostly to BBB involved here, as you already know this, that the full refund has been issued for you.
We hope this settles the case!
Customer Answer
Date: 12/17/2023
[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:12/08/2023
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've never heard of this company before. And they charged my venmo account ninety six dollarsBusiness Response
Date: 12/11/2023
This is confirm that your subscription has been canceled and a refund has been issued.
If you don't recall using our software solution and/or have other questions/concerns, please email *********************************** Our agents will provide all necessary details.
Initial Complaint
Date:12/07/2023
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 used this as a free trial and thought I cancelled it. I have not used it since trying it. It is a very misleading company.Business Response
Date: 12/08/2023
******* hi!
Just talked to our Billing Support and it appears that under this email as provided in your complaint we have only a registered account and that's it. No subscriptions, no charges.
If you got a charge from us (with the name of pdfFiller or airSlate ****** there must have been a different account (created under a different email).
Please let us know your other emails and also the last four digits of the credit card charged.
If the charge went through Venmo, please let us know your Venmo user name.
Refund is no problem at all, we just need to find you.
Thank you.
Initial Complaint
Date:12/07/2023
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 this company for something I have no knowledge of! They have no contact information listed to get answers or a refund.Business Response
Date: 12/08/2023
Dear DC,
for the email provided in this complaint we have a registered account only. No subscriptions, hence no charges.
If you were charged by pdfFiller or airSlate ***** that would mean you had/have an account with us but under a different email.
Refund is no problem at all but we need to find you in our system first.
Please let us know your full name and any other emails you have been using (might be work/school/university one, for example).
Thank you! We are hoping to see this settled very soon.
Initial Complaint
Date:11/14/2023
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.
Venmo Charge of $96 placed on 11/08/2023 at 2:05 AM!! No information with the charge of what it is associated with or DBA alternate company name! Through ALL the numerous complaints found on the BBB site, I learned this charge is associated with pdfFiller- I attempted to log into their website with my information and it says it doesnt recognize me as a user! So to be clear, I was charged without any pertinent information as to what it was for or what the business is, and then my info is not recognized by their DBA alternate website. This seems like a huge racket to obtain payments and leave people with a huge lack of information to research or rectify these faulty charges. Please remove me immediately from your billing list, subscription, and mailing list and refund me my full amount. In addition to this, my Venmo account is now suspended during fraud investigation on Airslate ***** I will undoubtedly be effected by the inability to pay and receive funds via Venmo personally and for business. This is totally unacceptable and unethical.Business Response
Date: 11/17/2023
********* hi! Many thanks for reaching out and apologies for so much confusion caused!
Our Billing Support agent will email you today to complete the verification (some data is missing) and arrange a refund.
We hope to see this matter settled very soon!
Initial Complaint
Date:11/07/2023
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.
They just stole $96 from my venmo account o have no clue who this company is or how they did it its a brand new card and no o e has my information im a single mom and can't buy groceries tomarowBusiness Response
Date: 11/10/2023
Hello there!
Our records show that the customer is question has reached out to our Billing Support independently several days ago and the case has been successfully settled internally.
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