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
- 458 total complaints in the last 3 years.
- 115 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:01/13/2025
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.
Yet another fraudulent un-authorized $96 in the middle of the night . This is the 2nd time and there is no stopping this company .
Business Response
Date: 01/14/2025
Hello there,
our records show that the customer in question reached out to our Billing Support yesterday (2025-01-13) over the phone, the subscription was then canceled and a refund granted.
We hope to see this case settled very soon.
Initial Complaint
Date:01/12/2025
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 expect my **** to be refunded to me immediately. I have documents recorded from a previous conversation with **** on my cancellation of my membership and my refund. and it was granted to me. My information from then should not be in your database if I discontinued my contract with pdfFiller. This is a poor handling of operation and I'm suffering punitive damages and pain and suffering from this mishandling.Business Response
Date: 01/13/2025
Dear ****,
at this point, we can only confirm that you indeed have been in direct communication with our Billing Support yesterday (January 12th) and a refund has been issued for you.
We fully understand your desire and need to see it back on your account "immediately", however, we as a private company have no influence on the speed of banks' processing this transaction. The standard wait time for all refunds, no matter the amount and the location of a recipient, is between two and five business days.
Customer Answer
Date: 01/13/2025
[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:01/09/2025
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 on my Venmo account from ********************** that I didn't makeBusiness Response
Date: 01/10/2025
Hi there!
We have nothing recorded for this name or email, sorry.
Please let us know your Venmo user name, we'll look you up in our transactions. Thank you.
Customer Answer
Date: 01/10/2025
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I've attached a screenshot of my Venmo user account.
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: 01/14/2025
*****, hi again!
We've tried to look you up again -- by the full name, email, Venmo, and zip code. And still nothing, very strange indeed.
Our Billing Support will be emailing you today directly to investigate this.
In advance, many thanks for your cooperation.
Customer Answer
Date: 01/14/2025
[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. Venmo resolves the complaint.
Regards,
***** *******Initial Complaint
Date:01/05/2025
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.
$144.00 was deducted from my Venmo account. It was unauthorized I dont even know who this company isBusiness Response
Date: 01/07/2025
Hello there,
as per our records, the customer has already filed a chargeback via Venmo, it was successfully processed and a refund was granted yesterday, January 6.
If you have any further questions regarding this case, please email *********************************** Thank you.
Customer Answer
Date: 01/07/2025
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 have checked my Venmo account and have not received anything from them
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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: 01/10/2025
Dear *******,
our records show that the chargeback was processed on January 6th, so it might be a bit too soon to be reflected in Venmo. We recommend to wait couple more [business] days.
Many thanks in advance for your understanding!
Initial Complaint
Date:01/03/2025
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 a $102.10 charge on my Venmo from Airslate **** despite never having anything to do with them. I reported this to both my bank and *****, but would still like the money back as nothing has happened thus far - I don't know how they got my card or Venmo information in the first place.Business Response
Date: 01/06/2025
This is to confirm that the customer has already been in direct communication with our Billing Support recently.
The subscription was canceled and the refund was issued on 2025-01-04.
We hope this settles the case!
Initial Complaint
Date:01/02/2025
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 beend charged $96 from my ****** account without prior notice.Business Response
Date: 01/06/2025
**** hi!
Our records at Billing Support here show that you have been in direct email communication with them couple days ago, and instead of a refund you've agreed to downgrade to our monthly subscription.
Did you preferences change in the last couple days or is it we just see this complaint a bit too late?
If you changed your mind, no problem at all, simply email us again and we'll arrange a full refund for you.
Thank you and apologies if any confusion!
Customer Answer
Date: 01/06/2025
[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:01/02/2025
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 my ***** like the many of complaints below without my permission. I filed a dispute with ***** and was denied so Im out $32.43 for absolutely nothing and without my permission. They use shady tactics clearly and are undoubtedly a scam company.Business Response
Date: 01/06/2025
******** hi!
We do not have any records for the email provided in this complaint (and all accounts on our end are always email-linked).
We can track you differently though. Please let us know your Venmo user name and also the exact date of the charge in question.
(You can reject this offer, then BBB will automatically provide you a form to offer more comments and it will return back to us).
Thank you! We hope to see this settled very soon!
Customer Answer
Date: 01/06/2025
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.
Per the businesses response to help reconcile this , the requested information is: @brittanyhudson5 and the charge was for $32.43 I hope this does not end up in me being charged again.
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,Brittany
Business Response
Date: 01/08/2025
********, hi again and many thanks for getting back to this!
Many thanks for the updated info, now we have found you.
Just in case, you had an account with us under the email *****************************************.
Our records show that you have filed chargeback for this account/transaction back in December 2024. This chargeback was successfully settled in your favor, meaning, the money amount in question left us last month and should reach your bank account very soon (if not yet).
Our Billing Support will email you more details today, so that you could double-check this info with your bank.
We hope to see this settled very soon!
Customer Answer
Date: 01/08/2025
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 will await to see the refund but Venmo denied my chargeback/claim - hence while I came to BBB. Also I would ask to check your system as I cancelled the same day that I started the trial so that this would not happen. Again I will await the refund to process and then I will close the complaint as of now no refund is in the account. I attached screenshots to show no refund and denial of chargeback.
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,Brittany
Initial Complaint
Date:01/02/2025
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.
My account is being charged $96. It began on 12/31/2024 and then again on 01/01/2025Business Response
Date: 01/02/2025
******* hi!
Many thanks for reaching out and apologies if any confusion caused.
These are not actual charges, in fact, but rather charge attempts. We have three in total recorded. None of those went through (meaning our system failed to charge you).
These charge attempts happen because you have a still active account on the site ********************** (online PDF editor).
If you don't need it any longer, please email *********************************** and we'll cancel the account for you. Then the charge attempts will stop.
Hope this helps!
Customer Answer
Date: 01/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *******Initial Complaint
Date:01/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Airslate charged my Venmo account 96$! I never approved this purchase nor ever done business with them! I want my money back now and not to charge my account ever again!Business Response
Date: 01/02/2025
******* hi!
This is to confirm that your subscription has been just canceled and a refund has been issued for you. Please check your inbox for the email confirmation of the same.
Customer Answer
Date: 01/02/2025
[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:01/01/2025
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 charge for $96 on my Venmo account. After researching , it seems this is a recurring problem especially on a holiday (today is New Years Day) assuming this fraud has higher chances of success on holidays due to banks being closed and support lines at ***** and Airslate being unavailable. This is a known issue that multiple people are falling victim to and your company has done nothing. I need a refund immediately.Business Response
Date: 01/02/2025
*********** hi!
Many thanks for reaching out, however, we can't find any records for the email provided in this complaint (and all accounts on our end are email-based, always).
Please let us know your other emails (work, school, other) as well as your Venmo user name. The amount looks like ours indeed but we need to find the right account.
You can continue the communication here, via BBB, or please email us directly (************************************************************).
Please note that our Support is online 24/7, all holidays and weekends included (and we were actually available any time during Christmas and New Yea Eve/Day).
Customer Answer
Date: 01/05/2025
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 am writing in response to the complaint filed with AirSlate regarding fraudulent charges that myself and many other people have experienced. I was charged $96 January 1 for a service i did not purchase. They responded stating they do not have my email on record which of course is true due to me not having an account or making any purchases!! My Venmo account that was charged is @***********-*****-85. Please forward this to the business so this can be resolved.
***** *****Business Response
Date: 01/07/2025
Dear ***********,
many thanks for getting back to this. Venmo user info was super helpful, we finally found you.
The subscription has now been canceled and a refund was issued for you. We hope you'll see it back very soon (if not already).
Since you do not recall the experience with us:
On December 2nd, you created an account on the web site www.pdffiller.com, using Apple private relay service (your Apple ID, simply put). You've used and downloaded a form the name of which starts with NY. The ** address of the use case seems to be close enough to you (same state, at least).
Due to privacy policy reasons, on a third-party platform such as BBB here, we are not legally allowed to share more details than that. If you are 100% sure you never visited the site mentioned above, we encourage you to contact us directly ************************************ and we can investigate more together.
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