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:09/16/2023
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 been charged for the second month via Venmo$96 (declined) by airslate *** whom I have NEVER done business with. Please stop charging/trying to charge my card. Had it not been locked it would have happened twice.
Business Response
Date: 09/18/2023
****** hi! Many thanks for reaching out!
We can't find anything under this email, actually. We would need your last name (in full) and your Venmo user name. Thank you.
Initial Complaint
Date:09/14/2023
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.
This morning I received an unauthorized charge on my Venmo account for $144!!! I didn't even know what this company was when I saw the charge pop up. This company just appears to be a scam.Business Response
Date: 09/15/2023
**** hi! Many thanks for reaching out!
Unfortunately, we can't find anything under the email provided here. Do you use any other emails? Or please let us know your Venmo user name.
Refund is no problem at all, we just need to find you.
Initial Complaint
Date:09/13/2023
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 dont know this company or use my Venmo for payment to any organization. Its for receiving and giving money to my friends and kids. I received a charge for ******. Ive never heard of AirSlate *** prior to today. Im disputing it with ***** and would like this resolved asap.Business Response
Date: 09/15/2023
Hi there!
We do not have anything registered under the email provided in this complaint.
Please let us know your other emails and/or your Venmo user name.
Refund is no problem, we just need to find you in our system.
Initial Complaint
Date:09/12/2023
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.
The transaction happened on 9/12/23 for the amount of $96.00 on my Venmo. The transaction was fraudulent and found that my personal bank account was a backup account for them through my settings.Business Response
Date: 09/13/2023
******* hi! Many thanks for reaching out and apologies for any confusion caused!
This is to confirm that your subscription has been now canceled, refund has been issued and an email notification re the both has been just delivered to your email.
On a separate note, we do not really know what you mean under "backup account", honestly speaking. On our side, this was a regular subscription with an annual charge on it. We do not have access to bank account settings on your side, obviously.
If you have data security or other concerns regarding pdfFiller, please email *********************************** we'll put you in contact with the right agent (in Billing, Legal or other team).
Initial Complaint
Date:09/01/2023
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.
Charged my Venmo account $102.52 that I did not authorize. Have never even heard of this companyBusiness Response
Date: 09/04/2023
***** hi! Many thanks for reaching out and apologies if any confusion/inconvenience caused!
This is to confirm that your subscription has been deleted and a refund has been issued for you.
Your are about to receive an email confirmation re the same.
Just in case, please, note that your account with us has been linked with your Yahoo email, not the work/gov email indicated in this complaint earlier.
We hope this helps!
Initial Complaint
Date:08/30/2023
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.
I AM VERY ANNOYED WITH THIS COMPANY. Used a trial for one day and cancelled and was still charged even though I have no active accounts with PDFILLER. They still took 96 dollars out of my account. This is FRAUDBusiness Response
Date: 08/30/2023
********* hi!
Our records show that you've been in a chat with our Billing Support by now, but since this is a publicly open complaint, we would like to present the whole storyline here as well:
The Gmail email of yours indicated in this complaint has been linked to an older account. Which has been canceled back in November 2021 and there are no pending charges or transaction attempts under it.
Your newer account has been created with your Yahoo email as login. It was created in July 2023, this is when our free trial period started. Since the account has never been deleted during the free trial, after the 30 days of the free trial it automatically became a paid account.
********* was in a live chat communication with our Support today (August 30, morning time by EST). The subscription has been cancelled and a refund has been issued.
We hope this settles the case!
Customer Answer
Date: 08/30/2023
[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:08/29/2023
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 had an unauthorized transfer of $20.00 on my Venmo account from this company. I have never transacted with this company and believe that the transaction is fraudulent. I want this company to cancel what ever they have that is charging me and refund the unauthorized transaction. I never use Venmo to make business transactions and why this company is doing this is beyond me. I wish that a deeper investigation on this company's business practices is done and they are punished if the evidence indicates fraudulent practices.Business Response
Date: 08/30/2023
******* hello and many thanks for reaching out!
This is to confirm that your subscription has been cancelled and a refund has been issued for you.
Your are about to receive an email confirmation re the same from our Billing Support.
On a separate note, just in case, please note that your account has been linked to your Gmail account (also linked to your Venmo) and not the Hotmail account indicated in this complaint.
Hope this helps!
Customer Answer
Date: 09/02/2023
[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:08/29/2023
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 just charged $96 on Venmo (declined) for Airslate *** which I have never purchased.Business Response
Date: 08/30/2023
This is to confirm that the subscription in question has been canceled.
The email confirmation re the same has been just delivered to the claimant.
(We are aware of the note "No further contact by the business", however, this is an automated email for all cancelations in our system, apologies if inconvenient).
Initial Complaint
Date:08/28/2023
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.
There was a fraudulent charge from this company on my venmo credit card. Id like a refund ASAPBusiness Response
Date: 08/30/2023
******** hi! Many thanks for reaching out!
This is to confirm that your subscription has been canceled and a refund has been issued for you. You are about to receive an email from our Billing Support re the same.
P.S.: just in case, please note that your subscription has been under your Gmail email, not the Yahoo one. If you have any further questions/doubts/concerns, feel free to email us at **********************************.
Initial Complaint
Date:08/23/2023
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 144$ I reached out to pdffiller cs and sent them an email to cancel my subscription during free trial so I dont get charged Id like refund for 144$ back to original payment methodBusiness Response
Date: 08/25/2023
Hello there! Our records show the following:
The customer in question canceled their subscription manually, then reached to our Billing Support via phone and requested a refund. The refund has already been issued and should be received by the customer very soon (if not yet).
We are hoping to see this case settled very soon!
Business Response
Date: 08/25/2023
Hello there! Our records show the following:
The customer in question canceled their subscription manually, then reached to our Billing Support via phone and requested a refund. The refund has already been issued and should be received by the customer very soon (if not yet).
We are hoping to see this case settled very soon!
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