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:12/29/2024
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 Venmo account was charged $102.98 for a subscription I am not familiar with. I would like a refund. I have no clue who or what this business is or what I would have paid for
Business Response
Date: 12/30/2024
******* hi!
This is to confirm that your subscription with us has already been canceled automatically since you've filed a chargeback with Venmo, and it was successfully disputed in your favor.
If you would like to have details on your subscription history (since you do not recall the experience with us), please email ************************************************************.
Please make sure you are emailing from the email which was your login in our system, otherwise we won't be able to provide personal details of the case (the email mentioned in this complaint is not registered with us, actually).
Hope this helps!
Customer Answer
Date: 12/30/2024
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:12/18/2024
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 charge of $96 on my Venmo accountBusiness Response
Date: 12/19/2024
Dear ******,
many thanks for reaching out.
The charge in question is already labeled as chargeback via Venmo on our end. We assume you have already requested the refund via this third party, and it has been successfully decided in your favor.
So, we just went ahead and canceled your subscription as well.
We hope this settles the case!
Customer Answer
Date: 12/19/2024
[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:12/17/2024
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 **** keeps trying to charge my Venmo account $103.20 and it keeps getting declined, thankfully. But, STOP trying to charge me, I have never signed up for anything for this company and I am not being scammed out of money from you. THANK YOU, NEXT <3Business Response
Date: 12/18/2024
Dear ******,
many thanks for reaching out and apologies if any confusion/inconvenience caused.
Our Billing Support agent will email you now to verify couple details to make sure we cancel the right account. Once we verify that data, we will close the account and charge attempts will be stopped as well.
In advance, many thanks for your cooperation on settling this!
Initial Complaint
Date:12/17/2024
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 recieved a $96 charge on Venmo. I have no ties to this charge. I would like my money refundedBusiness Response
Date: 12/18/2024
Dear ****,
many thanks for reaching out.
This is to confirm that your subscription has been canceled and a refund has been processed via Venmo for you.
Just in case, please note that the subscription in question has been linked to another email (not the one indicated in this complaint, but the one which ends in **************).
Hope this helps!
Initial Complaint
Date:12/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On nov 27, AirSlate somehow charged my Venmo acct 96$ I never provided them any information to my ***** account and did not authorize them to take funds from that account. I want those funds refunded to my ***** account.Business Response
Date: 12/16/2024
Dear ****,
refund is no problem at all, however, to process it, we would need to know, apart from your name, your REAL email (the one indicated on file is obviously not a real one) and also your Venmo user name.
If you are reluctant to provide this sort of information via BBB here (this shouldn't be a problem though), feel free to email us directly (************************************************************).
In advance, thank you for your cooperation!
Initial Complaint
Date:12/14/2024
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 for a free trial despite not providing credit card information. My Venmo is @kingmanazir. I was charged on 11/30/25.Business Response
Date: 12/16/2024
Manazir hi and apologies if any confusion!
Our records show that you have already filed a chargedback with Venmo, and Venmo processed it in your favor on December 7th. Thus, the following day we went ahead and canceled your subscription.
If you have any further questions, please email us directly at ************************************************************.
Customer Answer
Date: 12/16/2024
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.
The venmo chargeback was not fulfilled as my dispute request was denied. I have provided the proof above.
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,Manazir
Business Response
Date: 12/24/2024
Hello again,
please email the Venmo dispute result / their response on the case to *********************************** we'll settle this on our side internally, no problem. Thank you.
Initial Complaint
Date:11/29/2024
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.
November 29, 2024 1:31 am I was hit with a VENMO charge of $96.00 I did not authorize nor do I know this company.Business Response
Date: 12/02/2024
Hello there,
this is to confirm that the customer was in direct communication with our Billing Support on 2024-11-29, the subscription was canceled and a refund was arranged already.
Initial Complaint
Date:11/28/2024
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 $96.00Business Response
Date: 11/29/2024
****** hi!
Many thanks for reaching out, however, we can't find anything in our system for your personal details.
Do you use other emails? Please let us know those. And we will also need your Venmo user name.
Refund is no problem at all, we just need to find you.
Many thanks in advance!
Initial Complaint
Date:11/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I subscribed to this website at 12$/mo, then was charged $180.00. The website was completely useless so I cancelled it within 15 minutes! Then they refused to refund my money! I should have at least 3 days to reconsider and these people didnt even give me an hour! These lawyers are crooks!Business Response
Date: 11/20/2024
******** hi!
Looks like a miscommunication or you did not get an email reply from us? Could you please check Spam folder? Must be there.
We can only confirm that our Support was in direct communication with you on the same day you were charged, two days ago, November 18th.
Our Support has issued a full refund, $180.00, the email confirmation has been sent, and the ticket has been closed.
Initial Complaint
Date:11/16/2024
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 $96 on 11/16/24 for absolutely no reason. I do not know how they got access to my varo account and were authorized to make a purchase because I have never purchased anything from them. I want a refund as soon as possible.Business Response
Date: 11/18/2024
***** hi! Many thanks for reaching and please let us explain what happened here (since you do not recognize the charge attempt as such).
On October 17th you've signed up for a free trial on our site www.pdffiller.com (online PDF editor). Since the free trial period lasts for 30 days and it was never canceled, one month later the system made an attempt to charge you. However, this transaction failed (it is shown as "declined" on our end). Thus, there was no actual charge, but rather a charge attempt only.
Our Billing Support just went ahead and canceled your subscription. Therefore, we can confirm that there won't be any further charge attempts. We've also sent an email confirmation re the same to your inbox.
We hope this settles the case!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.