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
- 477 total complaints in the last 3 years.
- 127 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:04/14/2025
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 was charged through ***** by a company I do not recognize and dont have an account with, ********************** **** I searched for the company on ***** and in my email inbox and couldnt find any correspondence. The closest company that showed up in my inbox I havent been in contact with in over a year and had cancelled the subscription.
Business Response
Date: 04/16/2025
Kaitlan hi! Many thanks for reaching out and apologies if any confusion.
These two subscriptions (with two screenshots) are from different software solutions, actually. Same vendor family though, that is correct.
The vendor name is airSlate, Inc. Most of our charges are labeled accordingly.
The screenshot from last year (black background, with the sad cat) is from pdfFiller, as in **************************.
This year though you've subscribed for a free trial on another site of ours, **********. The free trial was activated on March, 15th. Since it was never canceled, the system assumed you would like to continue with the paid plan, hence the charge.
This charge is now being labeled as disputed. I am guessing it was submitted to Venmo? So we can't process the refund right away and will have to wait for Venmo's decision.
Our Billing Support *** has just emailed you all further details.
Initial Complaint
Date:04/11/2025
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 woke up to a Venmo charge to Airslate Ince for $96.00. I have never heard of this company, I do not have an account and did not authorize this payment I would like it refunded, please.Business Response
Date: 04/14/2025
Hello there,
This is to confirm that ***** reached out (emailed) to us directly on April 11th, and this transaction has been already refunded.
Initial Complaint
Date:04/10/2025
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.
This business keeps trying to charge my card $144 and I have no idea, the service or who they even are.I would like them to stop billing my card or I'm going to seek legal issues.Business Response
Date: 04/11/2025
Hello ****** and many thanks for reaching out!
Our records show that the subscription under the email provided in this complaint was canceled on October 7th, 2024. And there are no later re-subscription or newer charges associated with it. Definitely nothing in 2025.
If you were charged by us this year already, this would mean the subscription is under a different email (from office, college, etc.)
We have no problem investigating this further and arranging a refund for you, however, we would need more data for that -- other emails, dates and exact amounts of charges.
Thank you in advance!
Customer Answer
Date: 04/11/2025
There is a reoccurring charge or attempted charge on my Venmo card. We're a hundred and forty four dollars i've included 2 screenshots showing 2 different days that this is still trying to come out. Other emails you could try are *************** and ****************** there is no need for a refund. As to you guys haven't taken any money out because my card keeps declining, it i would like this reoccurring payment to be shut down and stop trying to charge my card.
Business Response
Date: 04/16/2025
Hello again, ******, and many thanks for providing additional information!
We've located your account (it was under the email which is with 4450 and on Gmail). And this is to confirm that your subscription has now been canceled and there won't be any further charge attempts.
We've also sent the email confirmation re the same to your email.
We hope this settles the case. Apologies for the inconvenience caused!
Customer Answer
Date: 04/16/2025
[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:04/10/2025
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.
Got hit with a $96 on Venmo when I woke up this morning. Never done business with this company. Absolutely insane that they can access peoples accounts like this.Business Response
Date: 04/11/2025
Dear *******,
many thanks for reaching our, however, we would need complete data to investigate and settle this.
All accounts on our end are linked to personal emails of customers, so we would really need that (this especially concerns popular last names, such as yours).
If you are not sure which email was used to registration (since you do not recall the experience with us), please let us know your Venmo user name.
Also, if "**********************" does not ring a bell, try searching your email inbox for the emails mentioning our other products -- pdfFiller, signNow or DocHub.
Once you can provide the needed information, please reject our reply here, then there would be an option to provide more data to BBB.
Rest assured that refund will be issues no questions asked once we have full data and are able to track you in our system of records.
Thank you in advance for your cooperation!
Initial Complaint
Date:04/03/2025
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.
At 2.34am 4/3/25 I had an attempted (declined) charge to my Venmo/bank account. I have never heard of this company and was sleeping at the time of the purchase.Business Response
Date: 04/04/2025
**** hi and many thanks for reaching out!
We can't actually found you, so sorry. Neither by the name, nor by the email, nothing's registered on our end.
Do you use other emails? And also, please let us know your Venmo user name.
(You would need to reject this reply/offer, then BBB will give you the option of providing more information. Thank you!)
Initial Complaint
Date:03/30/2025
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.
Unauthorized transaction targeted my ***** account which in return directly debited from my checking account. Seeking refundBusiness Response
Date: 03/31/2025
****** hi and many thanks for reaching out!
We can't actually find you in our system using the data provided in this complaint.
Please let us know (you'd need to reject this reply, then there will be the option to provide more information) the following:
your other emails,
your Venmo user name,
the exact date of this charge (this was January 2025?).
Refund shouldn't be a problem, we just need to find you and your account in our system.
Thank you.
Initial Complaint
Date:03/27/2025
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.
March 11 I was notified by ****** of $153.00 paid to pdffiller.I found the website and limitations of the product unsatisfactory and communicated this to the business in several "ticket" communications; they refused to refund my money and kept asking for the same information I had already provided. They offered alternatives that were inconvenient and ridiculous--e.g. scheduling a demo of the site or alternate payment plans. The solutions to my problem seeking to fill a hard paper form required by my profession were inapplicable and I stated this; they did not address my problem adequately and have led me on an unmerry ***** with obfuscating communications. I demand a refund. This is obviously banking on the customer giving up and giving in to their annoying tactics to keep the money regardless of any dissatisfaction,Business Response
Date: 03/28/2025
Dear ****,
below is the information we have on your case:
First of all, just in case, the emailed filed in this complaint is different from the one associated with the account on our end. Either a different email, or a typo, we have it without M. Just FYI.
In total, we have three tickets filed:
Ticket *******: Customer notified us on the issue with the product. Our Support *** offered demo, customer rejected the offer. Support asked for the date of the charge (this is part of the standard verification process) to process the refund. The customer claimed to already provided it. However, we did not have that information received earlier. Support asked for the same info again, the customer never ***lied, the ticket was closed automatically.
Ticket *******: ticket addressed to tech support to help with the product issue. The customer did not ***ly, the ticket was closed automatically.
Ticket 3557783: The customer threatened to ***ort ********************** and leave a bad review. The Support *** processed the refund even though the data was not fully verified (the date was still missing).
Yesterday (March, 27th), subscription was canceled and a refund issued.
Initial Complaint
Date:03/26/2025
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 random Venmo charge last night March 26th at 4:20am for $14.00 from Airslate **** I have not made any subscriptions recently or purchased anything. This is the first charge from this company according to *****.Business Response
Date: 03/28/2025
****** hi, many thanks for reaching out!
This is to confirm that your subscription with DocHub is canceled, and a refund is arranged for you.
Please check your inbox for the email confirmation of the same.
Initial Complaint
Date:03/26/2025
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.
They randomly charged me $20 through ***** and I have not purchased anything from them or interacted with the company ever.Business Response
Date: 03/28/2025
***** hi!
Many thanks for reaching out, however, we can't really find you. Nothing's registered for the email provided in this complaint (and all accounts on our end are email-based).
Please let us know you other emails as well as your Venmo user name.
Refund is no problem at all, we just need to find you in our system.
Thank you in advance!
Initial Complaint
Date:03/21/2025
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.
Going over my venmo account I saw a charge for $105.36. I don't use venmo very often so I looked up the company Airslate **** I am just totally lost. I am unfamiliar and don't know how they got me venmo info. I wanted to try to get my money back immediately. I don't even know what this company does.Business Response
Date: 03/24/2025
****** hi and apologies if any confusion!
This is to confirm that your subscription is now been canceled and a refund has been issued for you. Please check your inbox (the Gmail one) for the email confirmation of the same.
Regarding the usage history though, since you do not recall the experience with us:
airSlate, Inc. is the vendor name, while you have used our product site called www.pdffiller.com.
Back in 2020, you've already had an account with us. Thus, when you returned this year, on February 7th, the system saw you as a returning client, therefore, you were not eligible for our free trial period (this is for first-timers only, sorry). Hence the charge.
We cannot see/say much in terms of content inside the account itself (this would be against our data privacy policy), however, we can confirm, for example, that you were working on a PDF document the name of which starts with "bus...".
If you have any further questions, feel free to email us directly, ************************************************************.
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