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
- 476 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:12/28/2022
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.
96 dollars was removed from my venmo account. I did not authorize this account to remove the money.
Business Response
Date: 01/02/2023
*********************,
our Billing Support chose to reach out to you internally, via an email.
We would appreciate if you could confirm to BBB here that this case has been settled by now and a refund has been issued for you.
Many thanks in advance and sorry for the trouble!
Initial Complaint
Date:12/27/2022
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 for a subscription I don't need or remember subscribing to. I would like my refund and this account to be deleted. I don't require these services. I have tried emailing and calling but no response. I even left a voicemail in hopes to get a call back. I would like this issue to be resolved. Thank you!Business Response
Date: 12/29/2022
****** hi!
Our records show that a refund has been made for you on December 27th. Depending on the work schedule of your bank, you will see the refund back on your account in 2-5 business days since that date.
We hope this settles the case. Sorry if any confusion/inconvenience caused!
Initial Complaint
Date:12/21/2022
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 few days ago, there was a charge from air Slate on my Venmo for $102.10. I had no idea these guys existed until the charge was made, and never authorized any transaction from my Venmo account. I tried to dispute the payment with ***** themselves, but they denied it. I want my money back, and I WILL take legal action if I need to.Business Response
Date: 12/23/2022
Dear *****,
many thanks for reaching out. This is to confirm that your subscription has been fully canceled, all personal data deleted and a refund has been issued for you. Our Billing Support has emailed you the confirmation as well.
Enjoy the holiday season!
Customer Answer
Date: 12/23/2022
[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:
Thank you so much for your help in getting this resolved, and in a timely fashion no less! Have a happy holidays to you too!
Regards,
***************************Initial Complaint
Date:12/11/2022
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 have been trying to unsubscribe to PDFFiller service since August. I have wrote them, and attempted to unsubscribe online. I am still being charged a monthly bill and dont know how to make it stop.Business Response
Date: 12/12/2022
****** hi!
We can't actually track absolutely any activity under this name or email. Any chance you are using other names/emails?
Or please send us the following information: the last four digits of the credit card charged; the dates of the transactions in question and the exact amounts.
Canceling and getting a refund is no problem at all. It's just we can't find you!
Many thanks in advance for your cooperation on settling this!
Customer Answer
Date: 12/13/2022
Hi
My card number on file ends in ****, andmy subscription ID is "sub_1JsDDEI8peTyHB4pJZwbsZqM"
Regards,
*********************************Initial Complaint
Date:12/10/2022
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 found a $96 charge from AirSlate, dated 12/09/2022 on my bank statement. I have not dealt with this company and did not authorize the withdrawal of funds from my account. I am seeking a refund of $96 to be deposited back into my checking account at thje earliest possible date.Business Response
Date: 12/12/2022
******* hi!
We can't track anything in our system, actually, neither by your name, nor by the email, sorry.
Could you please let us know the last four digits of the card charged? We will try to find you using that data.
Thank you in advance!
Initial Complaint
Date:12/09/2022
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.
My venmo account was charged ****** and I have never heard of or signed up for anything that has anything to do with this company! I want a refund now! And my information removed and canceled!Business Response
Date: 12/09/2022
***** hi! Many thanks for reaching out and very sorry if any confusion caused!
Our records show that the transaction you are mentioning here was actually declined on your side, that is, it never went through, you were never charged.
Our Billing Support has just canceled your subscription to prevent all future charge attempts.
Since your subscription has been canceled, all data related to your account will be automatically deleted as well.
We hope this settles the case!
Initial Complaint
Date:12/07/2022
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 have been charged $96 to my Venmo account and I have never even heard of this company. I must get a refund for this. I have NO idea how they even charged me.Business Response
Date: 12/09/2022
Zarah hi! Many thanks for reaching out!
We can't find your name or email in our system of records, to be honest. Do you use any other emails? Also, Venmo username would be helpful.
Please provide all of the above at your earlier convenience, we will investigate and issue a refund once we find you.
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:12/04/2022
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.
Woke up this morning and there was a charge from air Slate for $101.76. I have no idea who this company is and didnt authorize any transaction from my Venmo account. This is theft.Business Response
Date: 12/06/2022
****** hi! We do not have any paid accounts under the Gmail email you've indicated here.
But it looks like another account might belong to you, actually.
Does WVMS ring a bell?
If so, please confirm your email affiliated with it, and we'll arrange a refund right away.
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:12/03/2022
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.
On November 25th, my Venmo account was charged $120.00 by a company called Airslate **** I have never heard of this company and did not initiate the transaction. I filed a dispute with *****, which was denied without any reasons provided. I requested the documentation to back of the denial as well, and they have not provided it. I would like a full refund.Venmo Dispute ID: ****************** Thank you!Business Response
Date: 12/06/2022
Calsi hi!
We are very sorry if any confusion incurred.
Regarding your experience with us, on our side it looks as follows:
user registered in ******************** under email address *********************
user subscribed on 2022-10-26 using Venmo username CalsiShireyIt is my understanding you were not using much of our services, so getting a refund is no problem at all.
Our Billing Support has just cancelled your subscription and issued a refund for you.
Hope this helps!
Initial Complaint
Date:12/03/2022
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.
Date of Transaction 12-03-22 $96.00 charge to Venmo Account By Airslate. It was not an authorized transaction I have had no transactions with this company. I have no records of this company on phone, apps, or email the only communication Ive received was this Venmo receipt for the $96. Charge. I have deactivated my Venmo account but need to be refunded this amount immediately.Business Response
Date: 12/06/2022
******* hi!
Refund is no problem at, however, since you've deactivated the previous Venmo acc already, we would need to know the new payment details.
Please chat with our Billing Support over here: https://www.pdffiller.com/en/billing?sl=support
Or email *********************************** Thank you!
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