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: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.
On august 23rd I woke up with a $96.00 charge from your company. Never have I used your website, app or anything involving you name. This is a fraudulent charge and I want my money back. Your customer service was absolutely no help rude and ignorant. I guess your company prides itself on robbing peoples. I want a refund.
Business Response
Date: 08/25/2023
Hello there!
I've passed this complaint to our ************** and they've reread all chat communications with ******. With all the honesty, we do not see what can be perceived as "rude" or "ignorant" in this communication.
From our side, we can only confirm that the subscription has been found, fully canceled and refunded. There were no objections on our side whatsoever.
We would really appreciate if ****** could confirm the same from their side.
Thank you.
Initial Complaint
Date:08/12/2023
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.
Got charged 96 dollar on my Venmo and I have never even heard of this company. I never purchased anything but just got charged for no reason.Business Response
Date: 08/16/2023
Hi there!
This is to confirm that your subscription has been canceled and a refund has been issued for you.
If you have any further questions, feel free to reply to the email notification you are about to receive from our Billing Support.
We are hoping to see this settled soon!
Initial Complaint
Date:08/12/2023
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.
This business charged me $153.14 which would be fine if I knew that was going to happen. I downloaded an app and there was no mention of charges at any time. This is OBVIOUSLY an ongoing issue that this company would want to resolve but it looks like they do not because surely they would make less money. I would never have paid this much for an app and it's disturbing that they were able to charge my Venmo account when no info regarding any of my accounts was given to them.Business Response
Date: 08/16/2023
******* hello and many thanks for reaching out!
Our Support will email you today because it looks like there are some differences between what we see on our side and what you wrote here.
(For one, you are mentioning a mobile app, and our Support claims you have a desktop subscription, actually).
Please respond to our colleague whenever you have a minute, thank you!
Initial Complaint
Date:08/12/2023
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.
Airslate charged $96 to my venmo account and I have never made an account with ********************** nor have I authorized these charges!! What a horrible company!Business Response
Date: 08/16/2023
Dear August,
many thanks for reaching out and apologies for any confusion/inconvenience caused!
This is to confirm that your subscription has been canceled and a refund has been issued for you.
We hope to see this settled soon!
Initial Complaint
Date:08/11/2023
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 received an email on Aug. 9 that Airslate, *********, acting as '**********' had charged me for a month subscription. When I went to my account, I couldn't see that I actually signed up for a subscription. (I actually ***''t recall setting this account up). I will check if I was charged anything, but I don't know where they would have charged it. I am not sure what is going on, but I don't want to be charged and I don't want an account page on ********** or to deal with them or their representatives.Business Response
Date: 08/15/2023
The account in question has already been deleted and a refund has been already requested and successfully issued.
If you have any further questions, please email **********************************.
Initial Complaint
Date:08/10/2023
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.
A company called Airslate has taken $20 from my Venmo account on Aug 5 and Jul 5 I did not authorize these debits and do not know of this company.Business Response
Date: 08/15/2023
***** hi!
We can see that you have canceled your subscription and deleted the account manually (3 days ago). So our Billing Support went ahead and issued two refunds for two monthly charges for you.
You are about to receive the email confirmation from us re the same.
We hope to see this settled very soon!
Initial Complaint
Date:08/09/2023
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 an unauthorized $20 charge on my Venmo account. I have never even heard of Airslate before.Business Response
Date: 08/15/2023
***** hi!
Many thanks for reaching out. Full refund is no problem at all, however, the contents of your complaint are not really helping, to be absolutely honest.
You have a rather widespread name, the email provided is obviously a fictional one, and you did not provide a Venmo user name. Thus, it is impossible for us to track the transaction in question and issue a refund as requested.
Please, provide your real email and/or your Venmo user name.
Thank you.
Initial Complaint
Date:08/09/2023
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 company charged me for a service I never signed up for by using my phone number or email. $96 via my Venmo account.Business Response
Date: 08/15/2023
Hi there!
We have no records for this email or the name.
Any chance you are using other emails? A university, school or work one? Or please provide the Venmo user name.
Refund is no problem at all, we just need to find you.
Initial Complaint
Date:08/08/2023
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 tried to use their forms, and couldn't make it work on my computer. I downloaded a form and couldn't make it work, tried downloading again, still couldn't use it. I asked for a refund, they refused a full refund. I want a full refund. Now they say no refund at all. They said they was able to download and use the form, so I should be able to. I can't. Maybe i can't understand it as it's complicated for me. So they basically got nasty about it. I can't use it but they still want to charge me.Business Response
Date: 08/09/2023
This complaint has already been filed and resolved several days ago, actually. It has been filed with the ********* (***********) branch of BBB because it actually concerns not airSlate directly (the head office in ******, **), but rather our ***********-headquartered solution called ** Legal Forms.
Here is what US Legal Forms Billing Support just told me:
The customer signed up for their annual plan in early August and downloaded two forms. Then they reach to our Support stating problems with those forms. Our Support reproduced the flow and had no problem with the forms in questions, with exactly the same version of Word as the user has. We then suggested our online editor (we have it integrated into the product as in-browser feature, it does not require any installations or extra spending and is super-intuitive, no training required absolutely). That option did not work for the user either. Our Support could not offer a full refund since there was (and still isn't) anything wrong with the forms or the editing functionalities offered. Then Support offered a partial refund (since the user already subscribed for an annual plan which they won't be using, obviously) and emailed the forms to the user.
The user then filed a complaint with ********************, Jakson branch and after some back and forth accepted the partial refund as suggested earlier. This partial refund has already been issued.
From our side (****** office), we could only add that our refund & cancelation policies do not differ across **********, thus, our reply for BBB, ** branch would be the same as the one already received in ***********.
Customer Answer
Date: 08/09/2023
[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:08/04/2023
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 through Venmo, I did not authorize this charge. The fraudulent charge ($96 USD) was placed yesterday, August 2 2023 I was forced to login/make an account in order to delete the account. It is absolutely sketchy. I NEVER authorize any company on my Venmo. Would like a refund.Business Response
Date: 08/07/2023
Hi there!
We can not find anything in our system of records for this name or email, sorry to inform you.
Do you use any other emails maybe? University or work one maybe? Alternatively, please let us know your Venmo user name.
Thank you.
Customer Answer
Date: 08/07/2023
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.
My Venmo account is under email address. *************************.
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,Shandora
Business Response
Date: 08/09/2023
********, hi again!
Many thanks for the additional information, super helpful.
This is to confirm that your subscription has been canceled and a refund has been just issued for you.
Please check your email for the automated confirmation of the same.
If you have any further questions/concerns, feel free to email us back.
We hope to see this case settled soon!
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