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:02/06/2025
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.
The company charged me $144. I had already canceled the trial. They gave no notice of an upcoming charge. It's fraud.
Business Response
Date: 02/10/2025
******* hi and many thanks for reaching out!
We actually can't find you, even though all the details seem to be ours. Your account must have been under a different email?
Or please let us know the date of the charge and the last four digits on the credit card charged. If you were charged via Venmo or ******, please let us know your account credentials then.
Refund is no problem, however, we need to find you.
Thank you for your cooperation!
Customer Answer
Date: 02/14/2025
Hello,
The charge was on 2/6 for $144 on the card ending in 6209.
Thanks
Business Response
Date: 02/21/2025
******* hi again and many thanks for providing additional information, that was super helpful.
Your account with us was created under the email ***************************. It was created on 2025-01-07.
After the 30-day free trial period, our system tried to charge your card five times (1st attempt being on 2025-02-06, last one on 2025-02-18). All five charge attempts are labeled as Declined (meaning, there was no actual charge/transaction).
Since you've contacted BBB afterwards, we assume you do not really need this account, so we just went ahead and deleted the account to make sure there are no future charge attempts.
Hope this clarifies the situation!
Customer Answer
Date: 02/24/2025
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:02/05/2025
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.
Airlite charge me $144 through Venmo when I was asleep at night it happened at 2:30 at night. I woke up to a notification from that ******* had taken $144 from me. I dont know what this company is Ive never been associated with them. I dont use them. I had to lookup and see what air slate is. They are completely scamming people and I want my money back.Business Response
Date: 02/06/2025
Hello *******!
This is to confirm that your subscription with us has now been canceled and a refund has been issued for you. Please check your inbox for the email confirmation of the same.
Secondly, since you do not recall your experience with our software solution:
airSlate, Inc. is the vendor of the PDF editor called pdfFiller, see **************************.
On this site, on December 30 you've subscribed to our 30-day free trial period. Since the free trial was not canceled during that first month and there was no communication with our Support, the system automatically converted free trial into a paid plan (this was explained in our welcome email sent upon account registration).
Besides, there were at least five different documents in your account, thus, the system assumed it must be active. We can email you the document audit trail if there's a need for that.
Hope this clarifies!
Initial Complaint
Date:02/04/2025
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 Tuesday, Feb. 4, 2025 at around 4:48am A charge of $104.28 had been charged to my Venmo account. I never EVER authorized it. This charge has immediately affected my finances.Business Response
Date: 02/05/2025
Hello there!
This is to confirm that ****** has already been in direct communication with our Billing Support. The subscription has been canceled and a refund issued (this was yesterday, February 4th, 2025).
We hope this settles the case.
Initial Complaint
Date:01/28/2025
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 asked this company ******* parent company airSlate to cancel my subscription for months. I have proof that I have reached out to customer service multiple time after unsuccessfully trying to cancel on my own. Today, again, they charged me $39 which I did not authorize. This is the third month of unauthorized charges from them and they wont stop. They claim they cannot find my account yet continue to charge me. I have reached out multiple times over email as well as their text box customer service. Its a joke.Business Response
Date: 01/30/2025
****** hi!
Apologies for the delay, your case is indeed a bit confusing as there's a lot of data involved.
Goods news though: we've located the account. It was not with airSlate itself (as filed in the complaint here) and not with signNow (as seen on the screenshots), that's why our Billing could not find you.
You had/have an account on another site of ours: **************************. You've signed up on 10/28/24 for a Basic Monthly, and the subscription is still active, hence the charges.
Their Billing Support *** will email you right away to explain the situation in detail and offer the solution.
We are hoping to see this settled very soon!
Initial Complaint
Date:01/20/2025
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.
Formal notice to cancel the automatic renewal was sent via email on July 19, 2021.During a recent audit of our books, following our Bookkeeper's dismissal, we have come to find out the request for cancellation was never processed. Not only did the automatic renewal violate Georgia Law, we have been continuously billed for the past three years.We are kindly requesting a refund of $580 and confirmation the automatic renewal on our account has been deactivated.Subscription ID: sub_FRqd6JqgRx0bLj.Business Response
Date: 01/24/2025
Hello ******!
Apologies for the delay, we were trying to match the data you've provided, without much luck, to be honest.
Below is the information we see on our end:
For the email you have indicated in this complaint --
we have a personal account registered back in January 2016, no paid plans, not a single financial transaction in years, just a blank account basically.
For the Subscription ID --
we have three annual plans, back in 2019, 2020 and 2021. All charges went through, $96 each, $288 in total. Since the last of these three charges was four years ago, we would not be able to refund those. Besides, all three charges were linked to a totally different email (it mentions name ******, actually, but has a very different domain).
We do not have any recent activity -- neither for your name, nor the domain name as it is indicated in this complaint. We also fail to understand the math with $500+ here.
If you have documents confirming the payments of this size, please email those to us *********************************** or ******************************).
If you think the accounts (probably in plural, considering the volume of payment) might be under different emails, please let us know those emails, we will surely check our records again.
Thank you.
Customer Answer
Date: 01/24/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The email provided is for the corporate entity. It is possible the account still being charged is listed under ********************* or ********************** When you find the account under one of those emails, you will see we have not used the service since 2020. As pointed out in my original request to cancel, the annual cancellation violates Georgia Law, in that renewals over a period of 30-days require written notification to the customer ******* in advance of such renewal and we have not received such notifications for the three automatic renewals listed below.
The manner in which we came to the refund request is as follows:
Please refund the following charges:
+ $180 charged 11/13/2024
+ $180 charged 11/13/2023
+ $180 charged 11/13/2022Please let me know if you require further information. The last four digits of the card used for the renewal is 0099.
Thank you for your attention. We appreciate the assistance.
****** ****-********, SPHR
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 01/30/2025
Hello again and many thanks for providing more data.
These are not the right accounts either, unfortunately. The second email was never registered in our system at all. The first email (************) indeed was in our system, but this was back in 2020. The subscription was successfully canceled five years ago, and there were no charges related to it since then.
If you find a newer email we can look up, please email ******************** we would gladly assist. Thank you and very sorry it's taking so long!
Customer Answer
Date: 02/03/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am requesting the business do additional research into the unauthorized charges on my account.
I have provided the date of the charges and the amounts. From this information, they should have the records necessary to identify the account being billed. At the time, we had close to 100 employees and I cannot provide every email address that may have been associated with the account.
Please locate the account using the information provided and provide the requested refunds, as your renewal processes are not in accordance with the laws of the State of Georgia, as previously explained.
Thank you in advance for your assistance.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
Date:01/20/2025
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 through my ***** account and I have no knowledge of this company and had to ****** them to see who they were. I want a refund immediately as Venmo has been of no help whatsoever.Business Response
Date: 01/24/2025
****** hi!
Many thanks for reaching out, however, unfortunately, we have nothing registered for the email indicated in this complaint, sorry.
Please let us know your other emails as well as your Venmo user name.
Refund is no problem at all, we just need to find you in our system.
Thank you in advance for more details!
Customer Answer
Date: 01/27/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I provided the information to the company as requested and they found the charge. However they responded that ***** had processed a chargeback and I should receive the funds from them. ***** denied my dispute and said the charge was valid which it is not. I still have not received my money, nor a response from Airslate or Venmo in the past week now. I am still out $96 and no one seems to be attempting to solve the issue.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 01/30/2025
******, hi again,
please email the reply you got from Venmo to ********************************** (as a screenshot, for example), we'll check records on our side and let you know what else can be done.
If Venmo decides against a refund, there are surely other ways to arrange it.
Just in case, since this seems to be a problem with many our customers recently: if you do not hear from us within 24 hours, please check your Spam folder, sometimes tickets from our Support got there, unfortunately.
We hope to see this settled very soon!
Initial Complaint
Date:01/17/2025
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.
Airslate *** has been trying to charge my Venmo account MULTIPLE times. About 3 times EVERY week. $144. I have NEVER heard of this place and definitely never authorized anything from them. This happens to multiple people. I feel as if they just charge random Venmo accounts and hope someone doesnt realize? They need to be investigated. How many times are you going to try and take money out of someones account!! FRAUDBusiness Response
Date: 01/20/2025
******* hi!
This is to confirm that your subscription has been now canceled and the account deleted, meaning, there won't be any further charge attempts.
Please check your inbox for the email confirmation of the same.
Regarding the historical data of the case:
you've subscribed for the free trial period on one of our sites, **************************, that was on December 6th.
Once the free trial was expired (January 6th), the system automatically started attempting to charge you. In total, there were six attempt to charge the account, the data for which was provided upon personal account registration. None of the attempts was successful though, meaning, there was no actual charge.
If you do not recall creating an account 1.5 month ago or you have other questions/concerns, please email *********************************** we'll answer all your questions.
Apologies if any confusion.
Initial Complaint
Date:01/13/2025
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.
Yet another fraudulent un-authorized $96 in the middle of the night . This is the 2nd time and there is no stopping this company .Business Response
Date: 01/14/2025
Hello there,
our records show that the customer in question reached out to our Billing Support yesterday (2025-01-13) over the phone, the subscription was then canceled and a refund granted.
We hope to see this case settled very soon.
Initial Complaint
Date:01/12/2025
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 expect my **** to be refunded to me immediately. I have documents recorded from a previous conversation with **** on my cancellation of my membership and my refund. and it was granted to me. My information from then should not be in your database if I discontinued my contract with pdfFiller. This is a poor handling of operation and I'm suffering punitive damages and pain and suffering from this mishandling.Business Response
Date: 01/13/2025
Dear ****,
at this point, we can only confirm that you indeed have been in direct communication with our Billing Support yesterday (January 12th) and a refund has been issued for you.
We fully understand your desire and need to see it back on your account "immediately", however, we as a private company have no influence on the speed of banks' processing this transaction. The standard wait time for all refunds, no matter the amount and the location of a recipient, is between two and five business days.
Customer Answer
Date: 01/13/2025
[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:01/09/2025
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 was charged $96 on my Venmo account from ********************** that I didn't makeBusiness Response
Date: 01/10/2025
Hi there!
We have nothing recorded for this name or email, sorry.
Please let us know your Venmo user name, we'll look you up in our transactions. Thank you.
Customer Answer
Date: 01/10/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I've attached a screenshot of my Venmo user account.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 01/14/2025
*****, hi again!
We've tried to look you up again -- by the full name, email, Venmo, and zip code. And still nothing, very strange indeed.
Our Billing Support will be emailing you today directly to investigate this.
In advance, many thanks for your cooperation.
Customer Answer
Date: 01/14/2025
[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. Venmo resolves the complaint.
Regards,
***** *******
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