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:11/12/2022
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 a charge on my credit card that I have no idea what it is for. Airslate. Inc.When I googled them it lead me to this page
Business Response
Date: 11/14/2022
Many thanks for reaching out, *******!
This is to confirm that your subscription has been fully canceled, the refund has been just issued, and an email confirmation has been delivered to the email address indicated in your complaint.
We hope this settles the case.
Very sorry for any confusion incurred!
Initial Complaint
Date:10/15/2022
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.
This business charged $$96 to my Venmo account. I have no idea who they are.Business Response
Date: 10/17/2022
****** hi!
Many thanks for reaching out! Refund is no problem at all. Our Billing Support agent has just emailed you (we need to verify several minor details). Once you confirm that, the refund will be issued ASAP, no questions asked.
We hope this settles the case!
Initial Complaint
Date:10/06/2022
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.
On September 30, Airslate charged my **************** for ******. I did not authorize this charge at all.Business Response
Date: 10/07/2022
Dear ******,
I've forwarded this to our Billing Support, and they claim that you've already been in contact with them and that a full refund has been issued for you yesterday, October 06.
We would appreciate if you could confirm the same to BBB here once the refund is received on your side.
Many thanks in advance and sorry if any confusion caused!
Customer Answer
Date: 10/07/2022
[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:
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:10/06/2022
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 by this company Ive never heard of thanks for leaving me with 4$ to get me threw my day.Business Response
Date: 10/07/2022
****** hi! Looks like this complaint has been delivered to us after the case resolution?
Our Billing Support states that you've already been in contact with them and a refund has been issued for you.
Could you please confirm the same to BBB here?
Thank you so much, in advance, and sorry for the trouble/confusion caused!
Initial Complaint
Date:09/27/2022
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 through my Venmo account $96 for a yearly subscription that I never purchased. Had to search online to find out what this company even was.I have not had a direct response from ***** as to why this charge was allowed so am filing here.Business Response
Date: 09/28/2022
****** hi and many thanks for reaching out!
We'll issue a refund, no problem at all! But since you do not recall the usage experience with us: you've signed up on June 27th, did some editing (we do not have access to personal data, so can't really tell what exactly) and then send documents from your pdfFiller account to an email starting with: ******@*******... Does this ring a ball?
In any case, this is to confirm that our Billing Support is arranging a refund right now. You will receive an email confirmation of the same once it is processed.
Hope this helps!
Initial Complaint
Date:09/27/2022
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.
This morning I woke up to a $40 charge on my Venmo account from airslate **** who Ive never heard of before today. I have not authorized the charge and it was completely fraudulent. I would like a full refundBusiness Response
Date: 09/28/2022
Dear ******** / RJ,
this is to confirm that your subscription has been just canceled and a refund has been issued for you. In about five minutes you'll receive an email from us confirming the same.
Hope this helps!
Initial Complaint
Date:09/23/2022
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 no idea what this company is or what services they offer nor did I authorize the amount of $102.83 be taken from my account and I'm unsure how they even came to have my account information then I immediately want my funds returned to my PayPal account asap and would like to report these people for ripping people off since they don't even have contact information to reach customer service at least not any that I could findBusiness Response
Date: 09/26/2022
Crystal hi! Many thanks for contacting and for the screenshot, actually.
The screenshot states ****************************** So, most probably, that's a subscription with our mobile app. Are you an ******* mobile device?
If you have a paid subscription with us arranged via ****** Play, you would need to request a refund not directly from us, but via ******/ Play account.
For this, please click on Play icon on your phone, then go to tab Subscriptions, find us and follow the instructions further.
The refund via ****** usually takes less than 24h, shouldn't be a problem.
Sorry, there is not much we can do on our side in case of a Play-affiliated subscription, this is how it works with all ******* apps, actually.
Hope this helps!
Initial Complaint
Date:09/22/2022
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 reviewed my online banking account and saw an unauthorized charge from Airslate for $96.00. I have never heard of this company in my life nor did I authorize this charge.Business Response
Date: 09/23/2022
***** hi!
Many thanks for reaching out and very sorry for any confusion caused! Most probably, you (unintentionally) subscribed for our services while filling in an online form, doing taxes, for example?
Anyways, this is to confirm that a refund has been just issued for you. Depending on your bank, you will see the money back on your account in 2-5 business days.
Hope this helps!
Initial Complaint
Date:09/14/2022
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 9/14/22 @ 3:20 am, pacific time, my Venmo account was charged ****** from airslate. Never have i given authorization for airslate to charge my account for any services or membership whatsoever. This is 100% fraud and I demand a refund immediately. It is totally unethical business practice and must stop!Business Response
Date: 09/14/2022
Many thanks for reaching out, ****! And sorry if any confusion caused!
This is to confirm that your subscription has been just canceled and a full refund has been made for you.
Hope this helps!
Initial Complaint
Date:09/09/2022
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.
I was charged $96 on venmo on 09/09/22, and I did not authorize this transaction. I have never heard of this company either. I would like a refund.Business Response
Date: 09/12/2022
Dear ********,
many thanks for reaching out! Please note that you subscription has been registered under a different email, actually. Not Gmail but the one with uci.edu.
Anyways, this is to confirm that this subscription has been canceled and a refund has been issued for you.
We hope this settles the case!
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