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
- 474 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:04/15/2023
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 have a $96 charge on my venmo authorized for April 15th from this company. I've never heard of or used this company before. I'm absolutely furious and I demand to know why I was charged and have it refunded immediately.
Business Response
Date: 04/17/2023
****** hi! Many thanks for reaching out!
We've just canceled your subscription and issued a refund for you. Our Billing Support will email you all the details.
We are hoping to see this settled very soon!
Initial Complaint
Date:04/10/2023
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.
[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,
***********************Business Response
Date: 04/12/2023
***** hi!
Many thanks for reaching out, however, we have nothing registered under the email provided in this complaint as contact details.
Our Billing Support will email you individually to investigate. We'd need alternative emails and/or your Venmo username.
We hope to see this settled soon!
Initial Complaint
Date:04/10/2023
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.
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.]
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: 04/12/2023
****** hi!
Sorry if any confusion incurred!
Since your Venmo account is currently suspended, issuing an automated refund is not an option now, sorry to inform you.
Thus, we would have to ask you to email *********************************** We can arrange a refund via PayPal (if you are using this service), for example.
Also, our Support agents will be able to provide more details on this case and why this happened.
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:04/04/2023
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.
Haveing TO Pay $37.00 to cancel thier service after paying $30.00 a month for yearsthat I did not know. I was paying I am 88 years old and I know I make mistake But to be charge $37.00 to cancel is a little highBusiness Response
Date: 04/05/2023
**** hi!
You do have an active subscription with us, that's correct.
However, we do NOT have any sort of cancelation fees, and never did, actually. Our standard cancelation flow is cancelation itself + full refund, nothing else.
Any chance you might be confusing us with something else you are using on your computer?
Could you please make a photo or a screenshot of that cancelation fee info/demand?
This clearly requires a bit more of an investigation!
Thank you!
Initial Complaint
Date:04/03/2023
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.
I received a charge from Airslate *** for $20 on my Venmo account and have not made any purchases with this company. Please refund my $20.Business Response
Date: 04/05/2023
***** hi!
Our records show that there is still an active subscription linked to your email, correct.
Our Billing Support will deactivate this subscription today and issue a refund for you.
You will get an email confirmation in about 10 minutes.
We hope this settles the case!
Initial Complaint
Date:04/02/2023
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.
Today 4/2/23 I received notification that this company charged $144 to my Venmo account. Ive never heard of them and never purchased anything. FRAUD!Business Response
Date: 04/03/2023
We do not have an account or any other records for the email provided in this complaint.
Please provide alternative emails or Venmo user name.
Refund is no problem, we just need to find the right account.
Thank you in advance!
Initial Complaint
Date:03/31/2023
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.
This company charged me $144.00 at 3:01 AM on March 31st 2023 through my Venmo account while I was sleeping. I have never even heard of this company before and did not authorize this transaction.Business Response
Date: 04/03/2023
***** hi! Many thanks for reaching out!
Our Billing Support has just canceled your subscription and arrange a refund for you.
If you have any further questions (since you do not recall the experience with us), please email *********************************** we will surely provide more details.
We hope to see this settled very soon!
Initial Complaint
Date:03/28/2023
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.
Woke up to an unauthorized charge on my Venmo for 96 dollars!! Fraudulent activity is not a good look for a company. Ecspecially at 3:28 in the morning and Ive never heard of you!Business Response
Date: 03/29/2023
***** hi! We have nothing registered under the email provided in this complaint, sorry.
Any chance you've been using other email addresses?
Alternatively, please provide your Venmo user name.
Thank you!
Initial Complaint
Date:03/24/2023
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 $96.00 on 3/24/23 through my venmo account from a company called AirSlate - I haven't purchased anything or even know what this company is.Business Response
Date: 03/27/2023
Hello there!
Our records show that *** has already been in communication with our Billing Support (on March 24th). The subscription has been canceled and a refund has been issued.
We hope this settles the case!
Initial Complaint
Date:03/24/2023
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 March 19th 2023, I was charged $96 on my venmo account for a transaction I did not authorize by Airslate **** I am seeking a refund from this charge and to be removed from any subscription or listings with the company.Business Response
Date: 03/27/2023
****** hi! Many thanks for reaching out!
Our Billing Support is processing your request right now (canceling the still active subscription + arranging a refund).
You will get an email confirmation from them once this is processed.
We hope to see this settled soon!
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