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.
- 110 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:10/11/2023
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 by AirSlate via Venmo today for the pdfFiller subscription. I ended my free trial 3 days ago but was still charged. Im not sure if my free trial cancellation went through but I am not using this service and do not intend to use it going forward. I would like to request a refund of the $96 and a cancellation of my subscription if that hasnt already gone through. Thank you for your support and I hope to hear back from you soon.
Business Response
Date: 10/12/2023
Hi *******!
Many thanks for reaching out, and yes, your subscription has been actually active until today's morning, sorry to inform you, looks like the cancelation did not go through that time.
Our Billing Support has just canceled your subscription and issued a full refund for you.
You have probably received an email confirmation re the same by now.
We hope this settles the case, but if you have any further questions, feel free to email us at **********************************.
Customer Answer
Date: 10/12/2023
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. If possible, please communicate my appreciation to AirSlate for issuing a refund. I have received the refund through Venmo.
Regards,
*****************************Initial Complaint
Date:10/05/2023
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 cannot merge any documents into my dashboard, when trying to complete this action, DOC-HUB tries to complete the action, but nothing merges in the dashboard, and if I try to repeat the job again, I get the error message or either it says I have reached the size limit. I have been trying to work with the help desk for 48 hours who keep telling me their development team is working to resolve the issue. However; no one is fixing anything. I have time sensitive documents that are due today that could cost me my job if not complete in time, I am trying to complete the final steps.Business Response
Date: 09/22/2023
This is to confirm that this issue has been resolved by our Tech Support and the customer has been personally informed about the resolution.
We apologies for the delay as this took slightly more time than we had initially expected.
If you have any further questions, please email us directly at ******************.
Initial Complaint
Date:09/27/2023
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 have no idea why I'm being charged or really what service they provide. I was charged $32.87 on 9/25. I approved no such charge or purchase...Business Response
Date: 09/29/2023
***** hi and many thanks for reaching out!
We indeed have an active account for the email you've provided BUT it does not have any charges on it.
Could you please provide the last four digits of your credit card so that we could track the charge alternatively?
And if this was charged via Venmo or Paypal, we would need your username there.
Many thanks in advance!
Refund is no problem, we just need to find the charge and cancel it, and this seems to be a problem, for now.
Initial Complaint
Date:09/27/2023
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 charged my Venmo account for $20. I have no idea what this is for and did not authorize this charge. I want a refund immediately.Business Response
Date: 09/29/2023
Hello there!
This is to confirm that ***** has been on a phone with our Billing Support two days ago. The subscription has been canceled manually, and the refund has been issued.
We hope this settles the case!
Initial Complaint
Date:09/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged an unauthorized 96$ by this company I have no affiliation with. Return funds NOW!Business Response
Date: 09/25/2023
Hello there!
We indeed have an account under the email provided in this complaint but it is empty and there are no charges affiliated with it whatsoever.
Most probably, the charge you have is linked to another account, created under another email.
Please let us know the other emails you are using (could be work, university, school, etc.) and the date of the charge in question.
If this was Venmo, please let us know your Venmo user name.
If this was PayPal, please let us know the email linked to your account.
Refund is no problem at all, we just need to find the right account.
Thank you in advance!
Initial Complaint
Date:09/22/2023
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 $103.68 on 9/6/23 through my Venmo account from this company. Never heard of this company nor did I sign up for or buy anything from this company. I filed a complaint that day with ***** and they put my account on hold due to the fraud. ***** still hasnt refunded me and still allowed the charge to go through my bank account. I am requesting a full refund from this company for the blatant fraud that has been committed.Business Response
Date: 09/25/2023
******* hi! Many thanks for reaching out.
This is to confirm that your subscription has been just canceled and our Billing Support has issued a refund for you.
If you have any further questions (since you did not recall subscribing), please email *********************************** we'll provide all the details re account creation.
Initial Complaint
Date:09/20/2023
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.
I had money taken out of my venmo account for this company that I did not sign up for. A total of 40 dollars have been charged out of my account over the past two months. I've never heard of this company until now.Business Response
Date: 09/22/2023
***** hi! Many thanks for reaching out!
You probably haven't heard about airSlate, Inc. as a vendor but you most definitely have subscribed to the free trial of pdfFiller (at pdffiller.com) which is owned by airSlate. And after the free trial, you had two months on a paid account.
In any case, this is to confirm that we have canceled your subscription and issued a refund for two monthly transactions.
We hope this settles the case!
Initial Complaint
Date:09/19/2023
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 am very upset and annoyed with this company. I did not authorize them to charge my Venmo card. They took the money out of my account, which then resulted in me bouncing other items. This is a criminal act. They did not have authorization to do this. I want a full refund.Business Response
Date: 09/22/2023
****** hi!
Many thanks for reaching out, however, we have nothing registered for the email you've provided in this complaint, unfortunately.
Please let us know other emails you might have used as login and also your Venmo user name.
Refund is no problem at all, we just need to find you.
Many thanks in advance!
Initial Complaint
Date:09/17/2023
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 used the free trial of this service and INMEDIATELY cancelled, yet just now received a $20 charge to my venmo account. Im seeking to make sure that no active subscription is taking place as well as the unauthorized charge is refunded IN FULL. This practice is highly unethical for a company to be perpetratingBusiness Response
Date: 09/18/2023
**** hi!
Many thanks for reaching out, however, we have nothing linked to the Gmail email indicated in this complaint. Please let us know your other emails and/or Venmo user name.
Full refund is no problem at all, we just need to find you in the system.
Customer Answer
Date: 09/18/2023
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.
Message to BBB: Issue is in process of being resolved, more information was requested on my part.
Message to business:
Hello,
Thank you for reaching out with professionalism! The venmo used was @KFohrman, and it looks like the email was ***********************
Please let me know as soon as possible if other details are needed. I look forward to having this resolved soon
Complaint #********.
Regards,
***********************
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: 09/19/2023
**** hi again!
Many thanks for providing the additional information.
We can see that you've canceled your subscription by now. So our Billing Support just went ahead and issued a refund for you.
You are about to receive the email confirmation re the same.
We hope this settles the case!
Initial Complaint
Date:09/17/2023
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 have an unauthorized Venmo payment to your company for $96. I did not authorize this payment. I made no purchase from your company. I do not not who you are or what you do. Refund the payment immediately.Business Response
Date: 09/18/2023
Hello there! The customer in question has been in direct communication with our Support. The subscription has been already canceled and a refund has been issued (around 24h ago).Customer Answer
Date: 09/18/2023
[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,
*****************************
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