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:02/07/2023
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.
7 February 2023 $180 I havent heard of this company until now and I got a notification this morning that $180 was taken out of my account.
Business Response
Date: 02/08/2023
****** hi! Many thanks for reaching out!
Our records show you have signed up for our free trial exactly a month ago. And looks like you never canceled it, hence, the automated charge.
It is our understanding you have no plans to continue using pdfFiller. Thus, our Support has just canceled the account and issued a full refund for you. One of our agents will send you an email confirmation once the refund is processed.
We hope this settles the case.
Initial Complaint
Date:02/02/2023
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 did use their services earlier in the year apparently but did cancel my free trial directly after using it. Come to find out that $96 is taken directly out of my account right when I needed it the most. I remember canceling this service. I believe this business is fraudulent, as you can see with the other complaints and mine. I am a struggling single parent and would never agree to pay $96 a year for a service I would use maybe once in 5 years.Business Response
Date: 02/03/2023
Devin hi!
We see that you have canceled your subscription yesterday, February 02, however, you have not requested the refund?
It is our understanding you still need it. So we went ahead and made it for you. You are about to receive an email confirmation about the same from our Billing Support.
We hope this settles the case! Sorry if any confusion caused.
Customer Answer
Date: 02/03/2023
[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:01/29/2023
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 this morning to a Airslate **** charge of $96 on my Venmo account which was made around 2:30am when I was sleeping. No one has my phone or had permission to use my phone. I never lost my phone and have possession of it now. This is fraud I never used this service and I have reached out to Venmo fraud department. My Venmo account is now suspended what a hassle and what fraudsters you are!!Business Response
Date: 01/30/2023
This customer has been in communication with our Billing Support on January 29, the same day this complaint has been filed.
We have canceled the subscription, deleted all personal data and issued a refund.
We hope this settles the case!
Initial Complaint
Date:01/23/2023
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 tried to use my debit card when it was declined. I checked my bank account and it was at a negative value. I noticed a $144 charge from "AirSlate ***** a company I have NEVER heard of, on my venmo. Venmo is only used for my best friend. I never use it for purchases. I am an 18 year old nursing student, who you guys STOLE from. I then came to find that you have done this to so many other innocent people. What is wrong with you people? Do better, and give me my money back.Business Response
Date: 01/24/2023
We do not have any activity recorded under the email indicated in this complaint
(Not surprisingly, considering the spelling)
We would appreciate if BBB as an intermediary party could verify this email, as we have reasons to believe this is false information.
If the charge did happen, please provide the following info:
Venmo credentials aka Venmo name
you actual (real) full name
and an alternative email
Many thanks.
Initial Complaint
Date:01/22/2023
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 never heard of or used anything this company provides. That being said I was charged $104 at 4am on Venmo.I wonder how they first can do that and second how?Business Response
Date: 01/23/2023
******** hi!
Many thanks for reaching out, however, we fail to find you in our system of records -- nothing for the email indicated in this complaint.
Do you use other email addresses? Or please provide your Venmo credentials.
Many thanks in advance!
Initial Complaint
Date:01/22/2023
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.
Hi. On 01/22/23 my Venmo was charged $96 and it was not authorized. I didnt not approve this charge or even know what airslate is! FRAUDBusiness Response
Date: 01/23/2023
Hi there!
Our records show that ****** was in communication with our Billing Support several hours ago, actually (today, January 23). The subscription has been fully canceled and a full refund has been issued for this customer.
We are hoping to see this case settled very soon!
Customer Answer
Date: 01/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
Date:01/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged an amount of 96$ USD to my Venmo, and I dont remember ever subscribing to this business.Business Response
Date: 01/20/2023
Dear ******,
this is to confirm that our Billing Support has just issued a refund for you. You will also get an email confirmation about the same.
We hope this settles the case! Sorry if any confusion caused!
Initial Complaint
Date:01/15/2023
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.
Date of transaction: 01/15/23 From : Airslate *** Charge amount: $96.00 Approved: no Through: venmo Bank: Truist Details: I have no clue what Airslate **** is. I looked it up and its some sort of documentation legalizer or something. Of which I have never used or needed. I dont use my venmo for any transactions except friends and family sharing I dont use it via the internet for purchases. This seems to be a scam from other posts and notices *** seen. I tried to contact the company the phone doesnt even state the name of the company. Automated and just says please hold. This is not an approved charge I want a refund and this company investigated.Business Response
Date: 01/17/2023
Our records show that ***** has been in communication with our Support on January, 15th, and the refund has been already issued.
It should be received on the user's side tomorrow, most probably.
We would appreciate if ***** could confirm that the case is settled once the amount is back on the account.
Many thanks and sorry if any inconveniences!
Initial Complaint
Date:01/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
There was an unauthorized charge to my Venmo account for 96$. Tried calling the company and nothing has been done. Ive never heard of this company till the charge popped up in my accountBusiness Response
Date: 01/17/2023
Hi there!
We do not have any records for the email indicated in this complaint.
Do you use other emails? Or please let us know your Venmo name.
We'll investigate as soonest! Thank you!
Initial Complaint
Date:01/14/2023
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.
My business received a charge on 1/3/23 for $96. The owner and manager has never heard of this company and do not know why they are being charged. I cannot find any communication from them about any services. This looks to be a fraudulent charge,Business Response
Date: 01/16/2023
******* hi!
Well, we haven't heard of your company either, to be honest. There is no account under this care@ email you've indicated in your complaint. And we do not have any records for the domain bluewavepsych.com, which means none of your business emails were ever used as logins in our system.
There is a probability though that someone has used their personal email as login in pdfFiller and paid using the business/corporate card.
Since we do not know how large is your organization, the easiest way to track the case would be through transaction details. Please provide us with more details on the bank transaction itself, we'll investigate as soonest. If this was a Venmo or a PayPal transaction, please provide Venmo/PayPal name. Thanks!
Customer Answer
Date: 01/16/2023
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.
The business credit card was used. Do you have ******************** in your records or any @widlacki.com? Those are the owners. They tried to see if there was a password resent to see if they had an account. ******************** was not able to reset a password to log in an cancel any potential account.
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: 01/19/2023
******* hi!
Yes, now we've found you. You have paid subscription with our product called US Legal Forms. Our Customer Support rep will email you today.
We hope to see this settled soon!
Customer Answer
Date: 01/23/2023
[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,
*******************************
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