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
- 477 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:08/04/2022
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.
I got charged today on my Venmo account at 2:55 am and have no idea what it is. I dont use their service. I would like my refund please.
Business Response
Date: 08/09/2022
Paloma hi!
Our records show that you have been in contact with our Support independently, apart from this BBB case. And the full refund was issued for you yesterday, August 8th.
We would appreciate if you could confirm the same to BBB here.
Many thanks in advance and sorry for the inconveniences caused!
Initial Complaint
Date:08/01/2022
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.
My credit card has been charged 180 $ USD for subscription which I never subscribed to .please refund my money back at the earliest .looks like a scamBusiness Response
Date: 08/04/2022
***** hi!
Many thanks for reaching, however, we would need slightly more info from your side.
For the Gmail email you've indicated here -- we see only an account registered, no charges whatsoever. My guess - you had a paid account with us registered under a different email? Please provide other emails you are using, we'll check those.
The screenshot is not very helpful either, very sorry. We would need to know the last four digits of the credit card charged. Please provide that too.
Thank you!
Initial Complaint
Date:07/28/2022
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.
Falsely charged at 4:08 am through Venmo for $96. I have never heard of this company and I do not use Venmo for subscriptions before the comment trying to say its a yearly fee. They hacked my Venmo account and need to be shut down, as I see they have done the exact same thing to many others.Business Response
Date: 07/29/2022
******* hi! It is our understanding that you want a refund? It is not directly stated in the complaint, strictly speaking, but we assumed from the way it is written.
Our Billing Support has just issued a full refund for you via Venmo. Please check your inbox and/or Venmo acc.
We hope this settles the case!
Initial Complaint
Date:07/27/2022
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 via venmo and have never heard of or utilized this company. I see many others have had this same issue via Venmo.Venmo account @cassidymj Transaction *******************Business Response
Date: 07/29/2022
******* hi! Many thanks for reaching our and providing full details.
Our Billing Support has just arrange a Venmo refund for you. Please check your inbox and/or Venmo acc.
We hope this settles the case! Sorry if any inconveniences caused!
Initial Complaint
Date:07/26/2022
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 dispute is about a fraudulent charge that I did not authorize I've never had any dealings with this business named "airslate **** however they charged my venmo account $144 without authorization today on the 26th of July 2022Business Response
Date: 07/27/2022
******** hi! Many thanks for reaching out!
I would like to start this response with the recollection of how we got to this transaction since you've mentioned you do not recognize it.
airSlate is the vendor of several online products, one of which is pdfFiller.com. You've subscribed for pdfFiller's free trial on June, 26th. Our free trial is 30 days sharp. Since you did not cancel or unsubscribe from it, the system automatically assumed you would like to extend the free trial to our paid plan and charged you.
Secondly, our Billing Support has just told me that you've already been in contact with them yesterday. And that a full refund has been made for you.
We would appreciate if you could confirm the same to BBB here.
We hope this settles the case!
If you have any further questions, please feel free to ask them in this communication flow directly or you can email ********************************** (same-day reply guaranteed).
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.