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:09/05/2022
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.
09/05/22 I was charged ***** on my bank account that I did not purchase from this company. I want my money back
Business Response
Date: 09/07/2022
***** hi!
Many thanks for reaching out. Unfortunately, we cannot trace your case in our system at all.
Our Billing Support will reach out to you personally today to request additional details.
We are confident we can settle this, just need slightly more data.
Many thanks in advance for your cooperation on investigating this!
Initial Complaint
Date:09/05/2022
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 woke up on September 5th, 2022 and was charged $96.00 from a company Ive never heard of called Airslate **** at 3:48am. I didnt authorize this charge and it was taken from my Venmo account thats linked to my debit card.Business Response
Date: 09/07/2022
***** hi!
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 (usually two, in our observations).
We hope this settles the case!
Initial Complaint
Date:09/05/2022
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 9/4/2022 at 5:22 a.m. AirSlate deducted $96.00 from my account thru Venmo. I have NEVER used there serviced or sought there services or products. I did research and found that there are a 196 other complaints thru the BBB for the same types of transactions. This is fraudulent activity.Business Response
Date: 09/07/2022
******* hi! Many thanks for reaching out!
We haven't anything registered for the Gmail email you've indicated in your request, however, there seems to be another account that might be yours. Does graygroupins ring a bell?
Our Billing Support will email you today to double-check the personal data and arrange a refund for you.
If you would like to have that as a live chat instead of an email, please start a conversation here:
https://www.pdffiller.com/en/billing?sl=support
We hope to see this settled soon!
Initial Complaint
Date:09/02/2022
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 woke up to a charge from airslate *** on my venmo account for $96. I did not authorize this payment as I have not used this company nor did I make any such purchase.Business Response
Date: 09/05/2022
***** hi!
Many thanks for providing full details and sorry if any confusion caused!
This is to confirm that we've just made a full refund for you and also made sure the subscription is fully canceled.
You should have received an email from us confirming the same.
We hope this settles the case!
Initial Complaint
Date:09/01/2022
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.
Like every other complaint for this company, I too was charged $144 to my Venmo account and I have neither heard of nor utilized or subscribed to this companys service, whatever it may be. I am appalled that Venmo is still processing payments with all of the complaints here saying the EXACT same thing, same amounts, over and over again. Always to a Venmo account. This is 100% a fraudulent scam that seems to be going unpunished, while ***** continues to assist in this obvious scam. This is absolutely unacceptable and I cannot believe for one second that whatever is going on could possibly be legal.Business Response
Date: 09/02/2022
**** hi! Many thanks for reaching out and we are very sorry for any confusion caused!
Regarding the refund:
as I am writing this, our Billing Support is arranging a full refund for you.
Regarding the user experience:
our stats show the following activity --
someone with the access to your icloud email has signed for our free trial on August, 27th (around 6 pm East Coast time).
One document was added to this account and worked on, and then emailed to the same email address as you've indicated in this complaint.
We can't know the contents or even the name of this doc cause this is against our privacy policy. Only the logged in user can see that.
Since this free trial was never cancelled, in 30 days time it automatically became a paid plan.
Which was clearly not your intention, thus, we are arranging a full refund, no questions asked.
If you believe your email and/or Venmo credentials have been compromised, we strongly recommend you change the passwords on both these accounts.
We hope to see this case settled soon!
Initial Complaint
Date:09/01/2022
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 ***** by Airslate on my Venmo account. I did not make the purchase nor did I authorize it. Please refund my account.Business Response
Date: 09/02/2022
******* hi and many thanks for reaching out!
On our side, we see there is an account registered under your email BUT we do not track any payment transactions under this account, actually.
One of our Billing Support agents will email you today to investigate and settle this since we definitely need more info here.
We hope to see this settled soon!
Initial Complaint
Date:08/31/2022
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.
Hit me with a bs venmo charge of $20 this morning and I use literally 0 of their servicesBusiness Response
Date: 09/02/2022
*** hi! Many thanks for reaching out!
Unfortunately, we do not have sufficient into to settle this case immediately. Just checked our system of records, and there is literally nothing for the email you've provided in your complaint.
Please let us know your Venmo credentials and any other emails you've been using recently?
You can do this here, via BBB, or email our Support directly -- at ********************************** (the latter would be somewhat quicker, honestly speaking).
We hope to see this settled soon!
Initial Complaint
Date:08/29/2022
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.
Unauthorized charge of $144.00 on my Venmo card.Business Response
Date: 08/31/2022
This is to confirm that ****** has been in direct communication with our Support and that a refund has been made on August, 29th.
We hope this settles the case!
Initial Complaint
Date:08/29/2022
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.
Unauthorized charge for $144.00 on Venmo card.Business Response
Date: 08/31/2022
This is to confirm that ****** has been in direct communication with our Support and that a refund has been made on August, 29th.
We hope this settles the case!Initial Complaint
Date:08/28/2022
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.
Charged my venmo at $120 this morning. Want refund.Business Response
Date: 08/29/2022
********* hi! Many thanks for reaching out!
Your Venmo acc was charged because the free trial was not canceled, thus, the subscription was automatically converted into a paid plan. Just FYI.
Anyways, this is to confirm that the subscription has been canceled and a refund has been just issued for you.
We hope this settles the case! If you have any further questions, please email **********************************.
Sorry if any confusion caused!
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