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:01/08/2023
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.
I woke up to an email at 5am saying Airslate *** was paid 96$ from my Venmo account! Ive never even heard of airslate! This is insane and its Sunday so Venmos customer service is closed!
Business Response
Date: 01/10/2023
****** hi! Many thanks for reaching out!
This is to confirm that our Billing Support has issued a refund for you. We hope it reaches your Venmo account soon and safely.
Regarding the experience with us and the explanation: you might not recall the name "airSlate" because you've actually signed up/registered an account with our other software solution (same vendor though, airSlate) -- the online PDF editor pdfFiller.com. Since the free trial period in this account was never canceled, it was automatically charged. So the refund in question goes for that charge.
We hope this settles the case! Sorry if any confusion!
Initial Complaint
Date:01/07/2023
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.
I have a charge for ****** from Airslate, Inc on 1/6/2023. This is an unauthorized charge and based off other complaints, this seems to happen regularly. I have contacted ***** (the account used to withdrawal the funds from my checking account) but am unable to delete my debit card as it says it's a backup payment method for this company! I want my money back, I've never heard of this company prior to this charge.Business Response
Date: 01/09/2023
****** hi!
We are very sorry if any confusion caused. Our Billing Support has just issued a refund for you.
If you would like to have a detailed report (when the account was registered, how long was the free trial, etc.), please email ********************************** from the email which you've indicated in this complaint. Due to privacy reasons, we are unable to provide such information via third parties (such as BBB in this particular case).
We hope to see this settled soon!
Initial Complaint
Date:01/06/2023
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 from my Venmo account, completely unauthorized. I expect a refund.Business Response
Date: 01/09/2023
***** hi! Many thanks for reaching out!
This is to confirm our Billing Support has just issued a refund for you.
We hope to see this settled very soon!
Sorry for any inconveniences caused!
Initial Complaint
Date:01/05/2023
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 charge to my venmo which pulled money from my personal checking account for $20.00 January 4th 2:43 AM I HAVE NEVER CONTACTED OR BOUGHT ANYTHING FROM THIS COMPANYBusiness Response
Date: 01/06/2023
***** hi! Many thanks for reaching out.
This is to confirm that our Billing Support has just issued a refund for you. Depending on your bank, you will see this money back on your account in 2-5 business days (usually two).
We hope this settles the case! Sorry if any confusion/inconvenience caused.
Initial Complaint
Date:01/04/2023
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.
I found a $144 charge from AirSlate, dated 01/01/2023 on my bank statement and Venmo account. I have not dealt with this company and did not authorize the withdrawal of funds from my account; I had not even heard of this company until I received the notice of funds withdrawal. I have never downloaded any of their apps! I am seeking a full refund of $144 be deposited back into my checking account immediately or legal action will be taken. It's almost as if they purchased my account information for this scam.Business Response
Date: 01/06/2023
******** hi!
Many thanks for reaching out. We've checked our records and can't really find you, sorry to inform. Nothing under your name or this email you've indicated in the complaint.
Are you using any other email addresses we can check? Also, Venmo user name would be super helpful!
Many thanks in advance. We hope to see this settled soon!
Initial Complaint
Date:01/01/2023
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.
Did not authorize this or who they are . Refund please and canceling my Venmo account Thank you so much MBusiness Response
Date: 01/04/2023
Hi there!
Our Billing records show that the customer in question has been in email communication with our Support and that a refund has been issued for her on January, 01.
We would appreciate if ****** could confirm the same to BBB once the refund is received.
Thank you in advance and sorry if any confusion/trouble caused!
Initial Complaint
Date:12/30/2022
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 on my Venmo account that was not authorized. I have never had interactions with this company at all. I dont even know what this company isBusiness Response
Date: 01/03/2023
Dear *********,
this is to confirm that your subscription has been just canceled and a refund has been issued for you.
Our Billing Support will email you additionally. If you would like to have more information on the account creation and how this charge happened (it is our understanding that you do not recall the account creation?), please respond to our Billing Support's email, one of our agents will provide all the details.
We hope to see this settled soon!
Initial Complaint
Date:12/30/2022
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 on my Venmo account I do not know who this company is or what this company as I did not authorize this charge I want my money back. I will be reporting this company to the Better Business BureauBusiness Response
Date: 01/03/2023
**** hi! Many thanks for reaching out!
Please note that under your Yahoo email (as indicated here) we have only a registered account and no paid subscription.
However, you also had (we think this is you) another account (and a paid plan on it) registered under the Gmail email address.
It was canceled and refunded on December, 30, actually. Our Billing Support agent will reach out to you personally via an email to double-check Venmo details.
We hope to see this settled soon!
Initial Complaint
Date:12/29/2022
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.
A venmo charge of $96 USD showed up on 12/28/2022 at 5:30 am. I have no idea what AirSlate is and it needs to be refunded ASAP. If it is not I will take legal action as I never authorized this and it is ridiculous. My venmo is just my first and last name with the email address I provided & phone number. This is obsurd and it must be refunded within the week or I will go to the law if not. I have never dealt with nor have any idea what this company is. Whatever it is needs to be canceled, stopped, name taken off. Whatever needs to be done MUST be done asap.Business Response
Date: 01/02/2023
*** hi! Many thanks for reaching out!
This is to confirm that our Billing Support has just canceled your subscription and arranged a refund for you.
Initial Complaint
Date:12/29/2022
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.
12-29-2022 ************ stole $96.00 out of my Venmo account. I have never paid for ANYTHING with my Venmo card. I've read this has happened numerous times!! Are people really getting their money back?Business Response
Date: 01/02/2023
Dear ****,
our records show that you have been in communication with our Billing Support and that a refund was issued for you on December, 29th. Same day as the charge was made.
We would appreciate if you could confirm the same to BBB here. Thank you!
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