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.
- 141 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:03/30/2025
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.
Unauthorized transaction targeted my ***** account which in return directly debited from my checking account. Seeking refund
Business Response
Date: 03/31/2025
****** hi and many thanks for reaching out!
We can't actually find you in our system using the data provided in this complaint.
Please let us know (you'd need to reject this reply, then there will be the option to provide more information) the following:
your other emails,
your Venmo user name,
the exact date of this charge (this was January 2025?).
Refund shouldn't be a problem, we just need to find you and your account in our system.
Thank you.
Initial Complaint
Date:03/27/2025
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.
March 11 I was notified by ****** of $153.00 paid to pdffiller.I found the website and limitations of the product unsatisfactory and communicated this to the business in several "ticket" communications; they refused to refund my money and kept asking for the same information I had already provided. They offered alternatives that were inconvenient and ridiculous--e.g. scheduling a demo of the site or alternate payment plans. The solutions to my problem seeking to fill a hard paper form required by my profession were inapplicable and I stated this; they did not address my problem adequately and have led me on an unmerry ***** with obfuscating communications. I demand a refund. This is obviously banking on the customer giving up and giving in to their annoying tactics to keep the money regardless of any dissatisfaction,Business Response
Date: 03/28/2025
Dear ****,
below is the information we have on your case:
First of all, just in case, the emailed filed in this complaint is different from the one associated with the account on our end. Either a different email, or a typo, we have it without M. Just FYI.
In total, we have three tickets filed:
Ticket *******: Customer notified us on the issue with the product. Our Support *** offered demo, customer rejected the offer. Support asked for the date of the charge (this is part of the standard verification process) to process the refund. The customer claimed to already provided it. However, we did not have that information received earlier. Support asked for the same info again, the customer never ***lied, the ticket was closed automatically.
Ticket *******: ticket addressed to tech support to help with the product issue. The customer did not ***ly, the ticket was closed automatically.
Ticket 3557783: The customer threatened to ***ort ********************** and leave a bad review. The Support *** processed the refund even though the data was not fully verified (the date was still missing).
Yesterday (March, 27th), subscription was canceled and a refund issued.
Initial Complaint
Date:03/26/2025
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 received a random Venmo charge last night March 26th at 4:20am for $14.00 from Airslate **** I have not made any subscriptions recently or purchased anything. This is the first charge from this company according to *****.Business Response
Date: 03/28/2025
****** hi, many thanks for reaching out!
This is to confirm that your subscription with DocHub is canceled, and a refund is arranged for you.
Please check your inbox for the email confirmation of the same.
Initial Complaint
Date:03/26/2025
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.
They randomly charged me $20 through ***** and I have not purchased anything from them or interacted with the company ever.Business Response
Date: 03/28/2025
***** hi!
Many thanks for reaching out, however, we can't really find you. Nothing's registered for the email provided in this complaint (and all accounts on our end are email-based).
Please let us know you 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!
Initial Complaint
Date:03/21/2025
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.
Going over my venmo account I saw a charge for $105.36. I don't use venmo very often so I looked up the company Airslate **** I am just totally lost. I am unfamiliar and don't know how they got me venmo info. I wanted to try to get my money back immediately. I don't even know what this company does.Business Response
Date: 03/24/2025
****** hi and apologies if any confusion!
This is to confirm that your subscription is now been canceled and a refund has been issued for you. Please check your inbox (the Gmail one) for the email confirmation of the same.
Regarding the usage history though, since you do not recall the experience with us:
airSlate, Inc. is the vendor name, while you have used our product site called www.pdffiller.com.
Back in 2020, you've already had an account with us. Thus, when you returned this year, on February 7th, the system saw you as a returning client, therefore, you were not eligible for our free trial period (this is for first-timers only, sorry). Hence the charge.
We cannot see/say much in terms of content inside the account itself (this would be against our data privacy policy), however, we can confirm, for example, that you were working on a PDF document the name of which starts with "bus...".
If you have any further questions, feel free to email us directly, ************************************************************.
Initial Complaint
Date:03/20/2025
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 have a charge on ***** account for ****** from Airslate *** during 5:30 AM. I did not make this purchase.Business Response
Date: 03/21/2025
****** hi and many thanks for reaching out!
The amount seems to be ours, however, we can't really find you.
Please let us know your Venmo user name and also other emails (from work or school, for example).
Refund is no problem at all, we just need to find you in our system.
Thank you!
Initial Complaint
Date:03/20/2025
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.
This was not my account please refund.Business Response
Date: 03/21/2025
The customer has already been in direct communication with our Billing Support. The charge in question was refunded yesterday, March 20th, 2025.
Please note that depending on a location and a bank, the refund might take from two to five business days to be fully processed.
Initial Complaint
Date:03/15/2025
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.
They charged me after already canceling the free subscription meaning they saved my card information after already canceling meaning they are scamming. Theyve done this to multiple people online and probably changed business names so you should ban them from getting any payment from now on.Business Response
Date: 03/17/2025
Hello there!
The customer in question has been in direct communication (via chat) with our Billing Support two days ago (2025-03-15). The subscription was cancelled, and a refund was issued.
We hope this settles the case!
Initial Complaint
Date:03/08/2025
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.
This company AirSlate is trying to charge my Venmo $102 at 4:50am. I've never done business wirh them, never heard of them and definitely have never authorized them to take money fraudulently from me. This is a crime.Business Response
Date: 03/10/2025
Hello ***! Many thanks for reaching out and apologies if any confusion.
This is to confirm that your account has been now canceled and a refund has been issued. Please check your email for the email confirmation of the same.
Since you do not recall the experience with us, here is some info to clarify the situation:
You visited the site called ************, and on February 6th you signed our for our 30-day free trial period there. Since the free trial was not canceled during this first month, the system automatically renewed it into a paid subscription.
Re factual use: we do not actually have full access to user accounts, that would be against data privacy policy. However, we can confirm that at least one document was edited and saved in our PDF editor, and the name of that documents starts with w-9*******.pdf. Safe to assume, this is one of the tax forms since it is the season now.
Hope this helps!
If you have any further questions, feel free to contact us directly be emailing *********************************** Thanks!
Initial Complaint
Date:03/06/2025
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.
An authorized payment of $11 was made to Airslate via my Venmo account in the early hours of 3/6/25. I was asleep during this time, and did NOT authorize this payment.Business Response
Date: 03/07/2025
****** hi and many thanks for reaching out!
Unfortunately, we can't really find you, nothing's recorded for the email you've provided in this complaint.
Please let us know your other emails (from work/college/university) as well as your Venmo user name.
Thank you!
Customer Answer
Date: 03/07/2025
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.
My Venmo name is ******-Maroney
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: 03/12/2025
******, hi again! And many thanks for providing the additional information, super helpful!
This is to confirm that your account has been now closed and a refund has been issued for you.
Just in case, please note that your account was not with ********************** itself, but with our other product--DocHub, see **********.
We hope this clarifies and settles the case!
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