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:11/03/2023
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 $96.00 through my Venmo account by ****************** on 11/3/2023. I did NOT authorize this charge. I used ********** once on a free trial and then canceled my subscription. I demand a full refund from this company!
Business Response
Date: 11/06/2023
Hello there! Our records show that ***** has been in direct communication with our Billing Support on 2023-11-04.
The subscription has been canceled, and a refund has been issued.
We hope this settles the case!
Initial Complaint
Date:10/30/2023
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.
This company doesn't disclose any fees associated with their "free trial" but charges a $96 yearly fee. I unfortunately missed the first two payments (my own error). Resorted to this service in pinch while trying to finagle a car for my wife. Wish I found another solution. I am seeking a refund and, even if that's not possible, want to alert others so they don't fall for this same scam.Business Response
Date: 11/01/2023
This is to confirm from our side that ****** has been in chat communication with our Billing Support already. The subscription has been canceled and a refund has been issued.
On a separate note, we would like to clarify one thing additionally:
There are NO charges associated with our free trial period. It is entirely free, for the full period of 30 days. The first charge always comes AFTER the free trial, when the subscription is activated (when the used chooses not to cancel the free trial).
Customer Answer
Date: 11/01/2023
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. I appreciate the resolution.
Regards,
***********************Initial Complaint
Date:10/29/2023
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 woke up and was charged this on my account. I have no idea what this company is or what they do. I want the funds put back.Business Response
Date: 10/30/2023
Our records show that ****** has reached out to our Billing Support via phone yesterday, October 29th. The subscription has been cancelled and a refund has been issued.
We hope this settles the case!
Initial Complaint
Date:10/26/2023
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.
Recieved email from ********** they were taking ***** thru VENMO billing says Airslate *** tried canceling but PDF filler. Says I don't have ****Business Response
Date: 10/27/2023
Hi there!
This is pdfFiller Billing Support. Refund is no problem (if there was no charge but rather charge attempts we can stop that too), however, the search within our system of records is built on two key parameters -- the email and the Venmo user name (in case of Venmo transactions).
You haven't provided your Venmo here, and the email provided is obviously not real.
Please let us know your actual email address (if you can't login in pdfFiller, probably let us know all email addresses you are using, home/work/university/college included, we will all of them) and also your Venmo user name (the one with @).
If you are having concerns providing such sort of info via BBB as an intermediary, please email us directly at: ********************************** (do mention in the title that this is returning from BBB).
In advance, thank you for your cooperation!
Customer Answer
Date: 11/29/2023
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 Answered.
See attachedBusiness Response
Date: 12/01/2023
Many thanks for getting back to us!
Our records show data only for the email on Yahoo. Under this email, there was indeed an account but back in 2018, and it was only on a free trial, and that's it.
We have no records for your Gmail email. And no transactions for the Venmo user name provided.
Any chance you have other emails? As in some other cases, it can be an email of someone else in the family, for example (a family member logged in on a shared computer, happens all the time).
We have no objections for a refund but we simply can't find you, sorry!
Your additional help would be very much appreciated.
Initial Complaint
Date:10/25/2023
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.
Airslate has charged my Venmo account and they were not authorized to do so. *** never made an account with them. They are continuing to try and charge me. I cant find an email or phone number on their website to contact them.Business Response
Date: 10/26/2023
****** hi! Many thanks for reaching our and apologies for any confusion/inconvenience caused!
On our side, the case in question looks as follows:
There was an active subscription in pdfFiller (with the email provided in this complaint used as login in the pdfFiller's system). There were three attempts to request a charge, all of those were denied on the user's side. Thus, the system went ahead and canceled the subscription automatically (this is how it is programmed). Therefore, there won't be any further charge attempts from us.
Initial Complaint
Date:10/19/2023
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 for an annual subscription but I cancelled within the time frame and only used this one time. It said one month free but now Im charged for a whole year. This will put me in a financial bind as I cancelled and have other bills to pay. I would like a refund as they said one month free and after cancelling days before the free trial was up and still being charged. I havent heard back from the company and thats why I am disputing it with you all. I need $96 of refund back into my account. I uploaded a picture of my bank statement to show they took it out at 5 am 10/19/2023. Im super upset ** I have a bill coming out of my account today and need that money back to pay for my electric bill.Business Response
Date: 10/20/2023
Kodi hi! Many thanks for reaching out and apologies for any inconvenience incurred!
As per our records, you had an annual subscription which has started automatically because the free trial was not actually cancelled, sorry to inform you.
Our agent just fully canceled everything and issued a refund for you.
You've probably received an email confirmation re the same by now.
Depending on your bank, you will see the money back on your account in 1-5 business days.
We hope this settles the case.
Initial Complaint
Date:10/18/2023
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 charge by Airslate for $30 payment for the monthly subscription of pdfFiller however I already cancelled my free trial last sept the day that I availed the free trial. And I'm certain that I saw a message along the lines of "your subscription has been cancelled, but you will still have access until the last day of the free trial" now I was charged?Business Response
Date: 10/19/2023
The customer has been in direct email communication with our Billing Support, and the refund has been issued already.
We hope to see this case settled soon!
Initial Complaint
Date:10/17/2023
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.
They have used my identity, name, and old out of date patient forms from my health care practice on their associated site to promote their business without my permission or knowledge. They need to remove this internet page asap: ******************************************************************************************************Business Response
Date: 10/17/2023
Dear **************,
many thanks for reaching out and bringing this to our attention!
We apologize for the disturbance caused.
This is to confirm that our team responsible for the Library of Forms is already working on the removal. This will be done ASAP.
You certainly deserve an explanation here:
Our research team gets all the digital forms from ******* actually. We study which keywords and their combinations are popular when people are searching for various document templates and then try to find the forms/templates which would fit into our Library and be useful for our users. And this is exactly how we have found the form in question. Which means it has been publicly available already on some other site or server and ****** has been indexing for a while. That's why our Library Content team chose to mirror it for our users as well.
Once again, apologies for any inconveniences caused!
Customer Answer
Date: 10/17/2023
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 Answered.
I appreciate the company's response. I will be able to accept this response once their action is completed and all my names, links, texts, forms, pages, association with their business etc are deleted from their website. I am also curious as to how this company transcribed an old video talk of mine into text to include on their website. This goes beyond just copying forms. Thank you.
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: 10/19/2023
Dear **************,
this is to confirm that the document in question has been fully removed from our site. You can check this by using the same link, it now redirects to our main page and that's it.
We do not do video transcribing on our side and never did. If there was any additional text which also contained useful keywords explaining the template, it might have been copy-pasted along with the template. Since the whole landing page has been now deleted, none of this content would be visible to visitors of our platform from now on.
Customer Answer
Date: 10/19/2023
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 Answered.
Please note that if you go to your home page and type my name in the search button at the top "*************************************", it still has my name associated with at least 7 of your links. Please remove. signnow.com/search?q=********************************* Moser Thank you.
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,*********
Initial Complaint
Date:10/12/2023
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 ********** once on the free trial and then immediately cancelled my subscription. However, they still charged me $20 a month later. I had already cancelled, and they didn't give me any warning that they were going to charge me.Business Response
Date: 10/16/2023
***** hello and many thanks for reaching out!
Our records show that the subscription, unfortunately, has not been canceled during the free trial, and the cancelation went through only AFTER the charge, not before.
Our Billing Support has just issued a refund for you and sent an email confirmation. We've also made sure there won't be any future charge attempts.
We hope this settles the case!
Initial Complaint
Date:10/12/2023
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.
On October 11, 2023 I was charged $103.98 through my Venmo account by **********************, which was not authorized. After reading some of the other previous complaints, clearly, this is a common occurrence with this company in Furthermore this was potentially due to a ********** document, which I canceled a month and a half ago and should never of been charged at all. I demand a full refund immediately.Business Response
Date: 10/12/2023
Hello ******* and many thanks for reaching out!
This is to confirm that your subscription has been now canceled and a refund has been issued using the Venmo credentials provided in the request form (many thanks for this as well, full data is always very helpful for a quick case resolution).
We hope this settles the case but if you have any further questions/concerns, feel free to email us at **********************************.
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