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:08/03/2023
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.
On Wednesday August 2nd, I received a charge for $144.00 that I did not authorize and I believe it is a fraudulent charge. I have never done business with this company and I I need permanently deleting this account. I am also requesting a full refund.
Business Response
Date: 08/04/2023
****** hi! Many thanks for reaching out and apologies if any confusion caused!
This is to confirm that your subscription has been now canceled and a refund has been issued for you.
Regarding the "I have never done business with this company" part, here on BBB, due to data privacy concerns, I can only tell you that much: your account was used to fill in and send *****related documents. If you need more information, please email *********************************** one of our agents will provide more details.
We hope to see this settled soon!
Initial Complaint
Date:08/01/2023
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 $104.88 on my Venmo account. I have never heard of airslate **** in my life and I would like to have a refund because I have never spent a dime with this company.Business Response
Date: 08/04/2023
Patience hi!
Many thanks for reaching our and apologies for any confusion caused!
This is to confirm that we have canceled your subscription and issued a refund for you.
You will get an email from us once the refund is processed on our side.
If you have any further questions (since it looks like you do not recall the online experience with our services), simply reply to that email notification. One of our agents will provide you with all the details.
Customer Answer
Date: 08/04/2023
[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:07/31/2023
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 from Airslate **** and it was not authorized by myselfBusiness Response
Date: 08/04/2023
******* hi, many thanks for reaching out!
First of, please note, just FYI, that your subscription with ** has been under your university email address, not the one indicated in the complaint.
Secondly, our records show that you've actually logged in in your account on July 31st and canceled the subscription. However, you did not request a refund at that time.
So our Billing Support just went ahead and issued a refund for you.
You have probably received an email confirmation from us by now.
If you have any further questions, feel free to reply to that email confirmation.
We hope to see this settled soon!
Initial Complaint
Date:07/29/2023
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 attempting to save a pdf after a single use and was told there was the option of a free trial. I completed the steps but was charged 96 dollars.Business Response
Date: 08/04/2023
Hello there!
Our Billing Support states that the user in question has been in direct communication with our Support on July 29th and the refund has been already issued.
On a separate note though, we would like to emphasize that our 30-day free trial is a one-time offer. And the user has already used this option, several years earlier but with the same credentials. Thus, our system of records did not recognize the user as the first-timer and did not ************** trial automatically.
Initial Complaint
Date:07/29/2023
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 this morning to a $154.08 on my Venmo account for **********************. Ive never heard of this company and did not authorize nor purchase anything from them.Business Response
Date: 08/04/2023
***** hi! Many thanks for reaching out!
Apologies for a delay in our response. It actually took some time to find your account. Please note, just FYI, that it was linked not to your email address but rather to your Apple credentials.
Anyways, this is to confirm that your subscription has been canceled and a refund has been issued for you.
You are about to get an email confirmation re the same. If you have any further questions, feel free to reply to that email from our Support.
Initial Complaint
Date:07/27/2023
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, inc tried to charge my venmo account 144 dollars ....I don't know what that is, I never authorized itBusiness Response
Date: 07/28/2023
Hello there!
From our side, the situation with this case looks as follows:
There were two charge attempts from us, both got declined by the bank on the user side.
Then, the user logged in on our side and canceled the subscription manually.
Hence, there won't be any further charge attempts from us.
We hope this clarifies.
Initial Complaint
Date:07/26/2023
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.
On July 26th 2023, I received a charge on my bank account for ***** from a business called Air Slate. I have never heard of this company before let alone authorized any transactions.Business Response
Date: 07/28/2023
******** hi!
Many thanks for reaching and apologies for any confusion incurred!
The charge in question is actually related not to airSlate (as a product) but to signNow, our eSigning solution (airSlate is the vendor in this particular case).
signNow's Billing Support will email you today to settle this.
Initial Complaint
Date:07/26/2023
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.
This business has attempted to take money from my Venmo account without my permission. I would like whatever fake subscription cancelled as soon as possible.Business Response
Date: 07/28/2023
Hi there and many thanks for reaching out!
The only charge affiliated with this subscription is actually marked as declined on our side (most probably, by your bank).
To make sure there are no further/future charges, our Billing Support just went ahead and canceled your subscription.
If you have any further questions (since it looks like you do not recall user experience with us), feel free to email us at **********************************.
Initial Complaint
Date:07/26/2023
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.
I was charged $102.10 by Airslate **** I do not know this company, have never purchased anything from it and I know I did not authorize this charge because I have not used my Venmo account or card in over a year. I believe I was fraudulently charged and would like a refundBusiness Response
Date: 07/28/2023
Hello there!
Our records show that ****** has already been in direct communication with our Billing Support, her account has been canceled and a refund has been issued.
We are hoping to see this settled very soon!
Initial Complaint
Date:07/24/2023
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 through Venmo, I did not authorize this charge. The fraudulent charge ($96 USD) was placed yesterday, June 23rd 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. I use PayPal for that.Would like a refund.Business Response
Date: 07/26/2023
Shiloh hi! Many thanks for reaching out and apologies for any confusion/inconvenience caused!
This is to confirm that we have just deleted your subscription and issued a refund for you.
If you have any further questions/concerns, feel free to reply to the email confirmation you are about to receive from our Support.
Customer Answer
Date: 07/26/2023
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.
Regards,
***********************
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