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:03/14/2023
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.
I've never used this company before and I recieved completely random charge via my Venmo account.
Business Response
Date: 03/15/2023
Dear ********,
Many thanks for contacting us. This is to confirm that we've canceled your subscription and issued a full refund for you. You will also get an email confirmation regarding the same once the refund is processed on our side.
If you have any further questions (since you do not recall the experience with our online service), feel free to reply to the email sent by our Billing Support. We can certainly provide full details.
We hope to see this settled soon!
Customer Answer
Date: 03/15/2023
[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,
Brashiya ******Initial Complaint
Date:03/10/2023
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.
Woke up this morning (3/10/23) and saw a $155 charge from 4 in the morning to my Venmo account from Airslate **** ive never heard of this company before.Business Response
Date: 03/10/2023
Hi there!
This is to confirm that your subscription has been canceled and a refund has been issued for you. You will also get an email from our Billing Support with all the needed details.
We hope this settles the case!
If you have any further questions, feel free to reply back to that email from our Support.
Initial Complaint
Date:03/10/2023
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.
Woke up this morning (3/10/23) and saw a $101.76 charge (on 3/10/23) to my Venmo account from Airslate, Inc. It apparently was posted while I was asleep. I did not make this purchase. I have never heard of this company before.****************************************************Business Response
Date: 03/10/2023
Hi there!
Many thanks for reaching out, however, we can't find you!
Our system is based on using emails as login credentials, and we have nothing for the email indicated in this complaint.
Do you use other emails that we can check? Maybe the one from work or a university email? Alternatively, please let us know your Venmo name, we can track the transaction this way too.
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:03/10/2023
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.
Hi, I just signed up for a free trial because I needed to edit some forms and a couple hours later see Ive been charged $96 to my venmo!!! I would like it to be cancelled and refunded please.Business Response
Date: 03/10/2023
******* hi!
We've just canceled your subscription and issued a refund for you.
Regarding the free trial: our free trial period is (and always was) full 30 days, that is the very first month of use. This, however, does not apply to your case, sorry, because you already had a subscription with us earlier.
If you have any further questions, please email *********************************** we'll provide more details/context.
Initial Complaint
Date:03/09/2023
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 woke up to a Pacific time charge at 2:04 am to my Venmo Account in the amount of $104.88. I did not authorize nor make this purchase. I do not even know what company this is. I want my money returned ASAP. Thank you. This has got to stop, upon research this morning I see this is ongoing. This company is stealing money from all over the world.Business Response
Date: 03/10/2023
Cortni hi!
Many thanks for contacting us, however, we can't find you by the credential provided here.
Is there a chance you have another email in use? Alternatively, please let us know your Venmo username.
Thank you.
Initial Complaint
Date:03/08/2023
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 8, 2023 i was charged $96 through Venmo from Airslate. I did not authorize this transaction. I want a refund!Business Response
Date: 03/08/2023
******** hi!
This is to confirm that your subscription has been canceled and a refund has been issued for you.
We hope this settles the case. If you have any further questions, feel free to email **********************************
Initial Complaint
Date:03/03/2023
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.
Woke up this morning (3/3/23) and saw a $144 charge (on 3/2/23) to my Venmo account from Airslate **** ive never heard of this company before.Business Response
Date: 03/03/2023
****,
this is to confirm that your subscription has been canceled and a refund has been issued for you. You will get an email confirmation about the same once this is processed on our side (in about 5 minutes).
If you have any further questions (since you do not recollect the experience with our online solution), feel free to respond to the email you'll get from our Billing Support. We can certainly provide more details.
We hope to see this settled soon!
Customer Answer
Date: 03/03/2023
[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:03/02/2023
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.
I woke up to a $96 dollar charge from my Venmo account from a company Ive never heard of and have not purchased anything from. The charge came through very early in the morning when I was still asleep. Scam alert! I would like to be refunded especially because Ive never even heard of the company let alone utilized their services!Business Response
Date: 03/03/2023
****** hi! Many thanks for reaching out!
This is to confirm that your subscription has been canceled and a refund has issued arranged for you.
If you would like to know more details on this case (since you do not recollect the experience with our software solution, which is pdffiller.com, you had an active account there), please email *********************************** we'll provide you with more details.
We hope to see this settled soon!
Initial Complaint
Date:03/02/2023
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.
Hello,An unauthorized charge from AirSlate *** was made onto my account through venmo for 96 dollars at 3 am March 2, 2023 and I have not purchased anything let alone have I ever heard of this company until they tried stealing my money just now. I would greatly appreciate it if this money was not wrongfully taken from my account or I will consider filing legal action against AirSlate ***. Please fix this and dispute this charge immediately. Thank you!Business Response
Date: 03/03/2023
Hello there!
This customer has been independently in communication with our Billing Support earlier today.
The subscription has been canceled, and the refund has been issued, in full.
We hope this settles the case. Let us know if you have any further questions, and sorry if any trouble caused!
Initial Complaint
Date:03/02/2023
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.
PDFFILLER IS OPERATING LIKE AN UNCIVILIZED HIT MAN COMPANY, WHERE THEY FALSE ADVERTISE AS FREE, STALKED ME FROM UNDER THE DISGUISE OF US LEGAL FORMS, AFTER LEAVING **********, SPECIALIZE IN HARASSMENT, MAKING CUSTOMERS SPEND HOURS FIXING THEIR ERRORS, IN ONE WEEK THEY INFLICTED OVER ******************************************** TO US LEGAL FORMS. PLEASE SEE THE ARBITRARY, MALICIOUS, UNCIVILIZED AND UNWARRANTED TREATMENT THEY INFLICTED ON ME, INCLUDING TRYING TO SCAM AN ANUAL BILL AND TRYING TO GET ME TO USE TWO CREDIT CARDS . THEY NEED SUPERVISION, CUSTOMER COMPLAINT AND TECHNICIAN REVIEW. THIS WAS A HORRIFIC EXPERIENCE AT THE EXPENSE OF THE USE OF A COERCED CREDIT CARD. PLEASE SEE THE **** THEY INFLICTED ON ME IN LESS THAN TWO WEEKS AT:CEASE AND DESIST ALL PDFFILLER HARASSMENT AND ARBITRARY TREATMENT IN SERVICES **********************************************************************************Business Response
Date: 03/03/2023
Hello there!
We are unable to open the *** file attached to this complaint. It is either locked by the user, or uploaded incorrectly, or it was blocked by BBB due to content, hard to say from our side.
We won't be able to address the harassment accusation contained in this text either.
At this point, taking into account all the hard data presented in the complaint, we as a software vendor can state the following:
1) Both pdfFiller and US Legal Forms are online solutions offered by airSlate as the vendor. There is no hidden trick here. This is publicly available information which can be found on all three sites we manage: airslate.com, pdffiller.com and uslegalforms.com. These two solutions can be used either separately, or together, totally up to the user.
2) For the *** email indicated in this complaint we have only a registered account with pdfFiller. There has been NO activity on it whatsoever. This account does not have an active subscription and not even a free trial. Thus, there were no financial transactions affiliated with it (in other words, we did not charge the user's cards because there is nothing to charge for).
If the user agrees to provide additional information on the case, we would certainly re-investigate.
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