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.
- 112 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:11/11/2024
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.
Somehow this company, Airslate **** which I NEVER in my life heard of, which evidently owns **************, somehow scammed $144.00 out of my Venmo account. I don't use my Venmo account, except to pay friends or people I know. I certainly wouldn't use Venmo for something like this, because it appears to be some sort of subscription. I also would never subscribe to any kind of software or product, on an auto renew type of transaction. I haven't had pdf-filler since like 2016 or 2017. I even went so far, as to make sure I didn't do some sort of trial. As you can see, from being logged in to the account from 7 or 8 years ago, I DO NOT have an active subscription!I opened a case with Venmo, and it was denied, because these scumbags, somehow managed to doctor up proof/evidence, and Venmo fell for it, and sided with them.I want that money back, PLUS, the $35.00 overdraft fee that it caused. Like I said, I don't use this site or software, or Venmo, and I certainly wouldn't have a subscription.
Business Response
Date: 11/13/2024
***** hi and apologies for the confusion incurred!
On our end, the situation currently looks as follows:
The last charge attempt from our side was made on November 04, it was declined, thus, in three days (November 07) the system automatically closed your account (hence you see it now as inactive, this is absolutely correct).
We also see that you have filed a chargeback with Venmo for the last successful transaction from us. Since this must go through *****, we have no influence on this process now. Hopefully, Venmo will inform you soon about this one as well.
Customer Answer
Date: 11/13/2024
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.
Kindly explain the following from Venmo then. They are telling me that you were in fact paid. And, kindly tell me when since 2016 or 2017-ish, that I had an active account with you. I have known of no account since that time, and there are websites that allow individual pdf uploads to be filled or edited, therefore, I would not need such a product on a regular basis, when I am no longer actively dealing with forms, and have not, since leaving that particular job I held at the time.
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: 11/20/2024
*****, hello again.
The subscription history by years on our end looks the following way:
You've subscribed back in 2015 and then canceled and got refunded in 2019.
In 2023, you re-subscribed and were successfully charged. When you were charged again in 2024 now, you canceled the subscription and requested a refund via Venmo (or bank, we can't really say because on our end this transaction is simply labelled as "chargeback" and that's about it).
Unfortunately, since the refund was not processed by our Billing and was basically imposed on us, we do not have any documentation at hand, apart from the label mentioned above.
Thus, we have to recommend contacting Venmo for further proof.
Apologies if any inconvenience!
Customer Answer
Date: 11/20/2024
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.
I can attest that I never resubscribed, as I had no need to. Again, I also would not have used Venmo as a payment method. If I was supposedly successfully charged in 2024, then why do I not have access? You can't charge me, refuse to refund me, and then not give me access, and tell me to go F myself. Either way, I will never, ever purchase anything that Airslate *** is a part of. I'll be posting this entire story on social media, and contacting my good friend at a local *** network affiliate, and see if they'd be willing to run a scam article and put feelers out for who else this has happened to. I used a product for one year 2015 to 2016, and just magically decided to resubscribe 7 years later, during which time I was out of work for over 15 months. Makes total sense to me, to spend on something I have no use for, with no money coming in.
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,*****
Initial Complaint
Date:11/11/2024
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.
Date of Transaction: 9/20/24 Amount: $100.32 My Checking account was charged by Airslate thru my Venmo. I didnt have any balance available in my Venmo but somehow they got my checking account information from my Venmo App. I do not know this company Airslate and did not give my permission for any transaction for what ever they say I bought. I want a full refund of my $100.32 and shant an explanation to how they got my checking account information from Venmo. Here is some other information on the charge: Type of transaction: Purchase Transaction ID ******************* Status: completeBusiness Response
Date: 11/13/2024
******** hi and many thanks for reaching out!
We think we have found your account but we are not 100% sure (primarily because under the email you've mentioned in this complaint we have only a blank account, no documents, zero charges). For verification purposes, we would also need to know your Venmo user name.
Please let us know that, either here via BBB, or please email ************************************************************.
Refund is absolutely no problem, we just need to make sure we are closing the right account.
Thank you!
Customer Answer
Date: 11/14/2024
[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:As long as they return my money I will accept the response. I have included the attachment with my Venmo account name. I dont know how they took the money when I had a zero balance but somehow got my banking
Checking account number and took it directly from that account that was linked to my Venmo without my authorization. Once the money is put back into my Checking account I will agree to drop this complaint.
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
Regards,
******** *****Initial Complaint
Date:11/09/2024
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 my venmo account by ************* i have no idea what this charge is for and would love for it to be refunded. My venmo account id is *************Business Response
Date: 11/11/2024
Caleb hi!
First of all, we would like to note that providing a fictitious email in a public complaint is never a good idea. This sort of data helps us track the right records and settle cases quicker. You are not helping anyone here.
(To BBB agent: please note that the customer provided made-up data)
The rest of the data is a match though, thanks. Our records actually show that Venmo is already dealing with this as there is a dispute recorded. Thus, the amount in question is currently under the hold. And we would need to wait until Venmo's decision.
Please note that if Venmo decides against you, you can always email us directly ************************************ and claim refund that way.
Initial Complaint
Date:11/06/2024
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 October 24th, Airslate attempted to charge me $96 which was declined on both my venmo and checking account. Since then, ********************** has attempted to charge this 4 additional times. I cannot find evidence of an active subscription anywhere on sign now or pdffiller and I need this cancelled since I am not using it.Business Response
Date: 11/11/2024
Hello,
our records show that ****** has been in direct email communication with our Billing Support (yesterday, actually, November 10th).
The subscription has been canceled manually, thus, all charge attempts will now be stopped.
We hope this settles the case!
Initial Complaint
Date:11/02/2024
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.
My Venmo account was charged $144 which was UNAUTHORIZED on 10/31/24. After research I see that this company has done this multiple times over the last week and I demand my money be returned.Business Response
Date: 11/04/2024
***** hi!
Many thanks for reaching out, however, we can't really find you in our system, so sorry. Nothing comes up, neither for your last name, nor for the email.
We would need to know your Venmo user name in this case then.
Please let us know your Venmo creds (here on BBB, you can reject this offer and provide more details then) or please email ************************************************************.
Thank you.
Initial Complaint
Date:11/01/2024
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 have had multiple attempts to withdraw 144 dollars from my account from this business. However I have never signed up for anything involving this business. Id like this to be resolved asapBusiness Response
Date: 11/04/2024
Dear ********,
here is the timeline/explanation from our side:
On 08-08-2024 you've signed up for our free trial period on the site www.pdffiller.com. We do not have direct access to users' accounts, actually, however, we can confirm that you have been working with the document the name of which starts with W9 (tax form, we assume, this is a frequent use case for us).
30 days after, since the free trial was not canceled by the user, the system assumed you want to extend the subscription, thus, it made attempts to charge your card.
None of the charge attempts was successful, thus, on October 05 your subscription was canceled and your account closed (there won't be any further charge attempts, of course).
If you have any further questions, please email *********************************** Thank you.
Initial Complaint
Date:10/29/2024
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.
Tues Oct 29 th airslate charged my ***** account for a transaction I did not authorize or purchase. It occurred at 8:24 am for $96.00.Business Response
Date: 10/31/2024
Hello ******,
many thanks for reaching our and we apologize for the confusing experience.
Records on our end currently show that this transaction/amount is currently being disputed via Venmo. Thus, we can't process the refund manually, this amount is now blocked being under resolution.
We all would need to wait until Venmo decides on this case.
Please note that if Venmo decides against the refund, you can always email us ************************************ and we will arrange a refund for you independently.
For your reference, on Venmo side, the Dispute ID is **************** .
Initial Complaint
Date:10/28/2024
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.
I received a charge to my account from ****** slate Air. I made no purchase from ****** slate Air at any time and have no idea what it is.Business Response
Date: 10/29/2024
****** hi!
As per our records, the account linked to your email is still on a free trial, actually: you've signed up on a desktop (Windows 10, Chrome) and the related free trial period is valid until November, 20. There can't be any charges affiliated with this account until November, 21 then.
We recommend you double-check the charge in question with your bank. If this is labelled as "slate air", in this exact order of words, this can't be us, as our company is spelled as airSlate, Inc. (one word, no gaps, "air" goes first).
Initial Complaint
Date:10/28/2024
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.
Unauthorized charge to my ***** account by this company. This occurred without my knowledge or consent. It occurred 10/26/3024 at 04:26a.Business Response
Date: 10/29/2024
***** hi!
Please check your inbox for the email communication from our Billing Support. Since you do not recognize the charge and our records show that you had an annual subscription with us since 2023, we would like to clarify couple things before we proceed with the refund. Thank you.
Initial Complaint
Date:10/28/2024
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.
I was charged $96 on 10/28/24 for absolutely no reason. I do not know how they got access to my ***** 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: 10/29/2024
Dear Harsh,
many thanks for reaching out and apologies if any confusion incurred!
This is to confirm that your account has now been canceled and a refund has been issued for you.
Since you do not recall the experience with us:
last month you created an account on the site ************************** and signed up for our 30-day free trial period. Since that one was not canceled on time, the system moved you to a paid plan, hence the charge.
If you have any further questions, please email us at ************************************************************.
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