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
- 475 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:02/27/2023
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 mysteriously charged 20 on my Venmo account for Airslate **** I never signed up for any sort of subscription with this company and should have never been charged what the heck?
Business Response
Date: 02/27/2023
******* hi!
Yes, we do have an active account in your name and no refund request on the Support side.
Our Billing Support just went ahead, canceled your subscription and arrange a full refund for you. You will get an email notification once this is processed.
We hope to see this settled soon!
Initial Complaint
Date:02/26/2023
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 had a $96 charge this morning at 4:53 AM! I have never heard of airslate *** and was sleeping at the time. This is extremely frustrating and something I will be disputing.Business Response
Date: 02/27/2023
Hi there!
We have a recent refund case for the same name, different email though? Also gmail, but the account mentioning first name/last name?
The user was charged on February 27, contacted our Support and was issued a refund on the same day.
We would appreciate if ***** could confirm that this is the same case.
Thanks!
Initial Complaint
Date:02/21/2023
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.
23/01/2023 I signed up for a 7 day trial so I could use a document template.I clicked a 7 day trial but I didn't know I was signing up to a prescription it has taken all my grocery money for the week. I wouldn't pay such a high amount of money for something I wanted to use once .I really need the money back pleaseBusiness Response
Date: 02/21/2023
******** hi!
We do not have any records for the email you've indicated here.
Also, our free trial period is 30 days, actually, not 7.
We have several versions here. 1) Could you please check, maybe you've subscribed to something else at the same time with pdfFiller? 2) Do you use any other emails? Maybe the account was created with another email as login?
3) 7 days is the free trial on our mobile apps. However, in case this is a mobile plan, cancelation and refund must go through mobile marketplaces -- Apple or *************** whatever you have.
Please check your phone, and if there is an app with our name, you can initiate the refund process directly in the menu of your Apple/Play account.
Hope this helps!
Customer Answer
Date: 02/21/2023
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: 02/23/2023
Hi again!
The screenshot shows that this is a ****** Play subscription for an ******* mobile device.
All paid subscriptions (and this rule applies not just to us, but to absolutely all apps with paid plans on Play, as demanded by ******) purchased via ****** Play must be managed via personal accounts on Play.
Click on Play Store icon in your phone (or tablet), then on your photo in the top right corner, then go to Payments and Subscriptions and then find signNow. There, you can cancel the subscription and request the refund.
Hope this helps!
Initial Complaint
Date:02/21/2023
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 rarely use Venmo so did not notice a $96 charge on 12/30/22 at 2:37am. clearly not a time I would be making software purchases on an app solely used between friends. I do not want this subscription nor have any way to cancel it directly from them.Business Response
Date: 02/21/2023
******* hi!
This is to confirm that a refund has been just issued for you.
If you do not recall the experience with our software and/or have any questions regarding this case, please email *********************************** our Support agents will provide more context.
Initial Complaint
Date:02/18/2023
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.
There is a fraudulent charge on my Venmo and Cashapp for $20. I did not authorize this charge and I have no idea what this company is. Thankfully I dont keep cash against either account so it was denied but this company does not need to keep trying to take money from my account. I have submitted a complaint to what I believe is AirSlate support. This is fraudulent and I can see Im not the only one.Business Response
Date: 02/21/2023
****** hi!
Many thanks for contacting, unfortunately, as of now, we can't find you as a user in our systems of records.
Our Support confirms you've been in communication with them, however, we failed to find any records for you.
I can see that the chat communication has been interrupted for some reason. Is it ok if we continue here with BBB as an intermediary?
Please let us know your Venmo credentials/name, we will try to track this case from the payment's side.
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:02/15/2023
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.
Woke up today to a $96 charge from a company I've never heard of. What the heck? I googled the company and still don't understand where I fell into the scam- how unfortunate and unfair that a company can do this. I was asleep at 4am when this charge occurred. I still don't know what I was charged for and why.Business Response
Date: 02/15/2023
**** hi! Many thanks for reaching out.
For this Gmail account you've indicated in this complaint, we have only a registered account, no paid subscription/plan.
If you were charged recently, most probably, that means you have one more account with us, and that account was charged. Please let us know your alternative emails, we'll look them up on our side.
Refund is no problem but we need to find the correct account.
Thank you!
Initial Complaint
Date:02/14/2023
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 tried to buy groceries just now and my card was declined! When I checked my account I saw a charge for $96 through Venmo from AirSlate, Inc. on Monday, Feb 13, 2023 at 4:08am. I was asleep with my phone on my nightstand at 4:08am! I have NEVER heard of this company nor have I ever purchased or NEVER authorized any transactions with them. This fraudulent charge has left my balance negative and now I have no idea how to get my groceries!! I would like my money refunded back to me and this company penalized for stealing from me!Business Response
Date: 02/15/2023
**** hi! Many thanks for reaching out!
You may not recognize the brand name of the vendor, airSlate ***** but you probably can recall pdfFiller, the online PDF editor? Cause it appears you have an active subscription in its system.
Our Billing Support has just canceled your subscription and issued a full refund for you.
We hope to see this settled soon!
Customer Answer
Date: 02/15/2023
[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,
*************************Initial Complaint
Date:02/13/2023
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 dollars by airslate on my Venmo account today 2-13-2023 I have no idea who this company is and never used them beforeBusiness Response
Date: 02/15/2023
**** hi!
Under this ***catering*** email you've indicated in this complaint we have only one older account (dated 2020), no active subscription, no recent charges, just an open account.
If you were charged recently, your account in our system must have been registered later and under a different email. Do you use other email addresses? Please let us know, we'll look them up.
Refund is no problem at all, but we need to find the right subscription to cancel.
Thank you!
Initial Complaint
Date:02/12/2023
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.
$96 was charged to my Venmo account I've never even heard of this company before.Business Response
Date: 02/13/2023
******* hi! Many thanks for reaching out!
This is to confirm that our Billing Support has just canceled your subscription and issued a full refund for you.
You will also get an email confirmation regarding the same.
We hope this settles the case!
Initial Complaint
Date:02/08/2023
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.
Yesterday (2/7/2023) this business charged $180 to my Venmo account, yet I have never heard of this company before! From Googling it looks like a workflow automation company, which I haven't signed up for any sort of subscription with. Do not know how this happened, but thank God PNC (my bank and backup funding source for venmo) let's me reverse charges with the push of a button, because ***** sure threw me to the wolves with this one! I'd like to have someone from Airslate reach out to me and verify that there hasn't been any sort of account fraudulently opened using my venmo account (though I don't get how that's possible, but **** knows bad actors do always seem to find a way!).Business Response
Date: 02/10/2023
Autumn hi!
Your subscription with pdfFiller (airSlate is the vendor of several online solutions, your subscription was with pdfFiller, an online PDF editor) was actually not under the ******* email, but under the Gmail one (with the number 74 in it, we figured that out thanks to Venmo name, actually).
Your subscription was still active as of today, so our Billing Support agent went ahead and canceled it, and issued a full refund for you.
You will receive an email confirmation of the same once this request is processed. If you have any further questions, feel free to reply to that email (it is not a no-reply address, we have real humans working there).
We hope this settles the case!
Customer Answer
Date: 02/14/2023
[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.
I want to thank the business for helping me resolve this matter which was apparently caused from a vendor of their services. Although my records do show I cancelled the trial subscription with the vendor that caused the unrecognized charge (pdffiller dot com) within the trial period (it was cancelled on February 3rd according to the screenshot I made of the billing/ subscription page at the time of cancellation, 4 days prior to the end of the trial period), but undoubtedly they did not process that cancellation request, as Airslate said it still showed as active on their end when they looked into the complaint. Airslate did promptly resolve the matter, cancelling my subscription (thank you!) and updating me with an explanation of what happened, which I really appreciate. They did go over and above to find my account on their vendor's subscriptions also, as it was under a slightly different email, not my main email used here as I assumed it would be found under (due to the vendor's "login/ register with your ****** account" option). I appreciate how quickly they took care of everything!
Regards,
***********************
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