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.
- 140 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:03/06/2025
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!
Initial Complaint
Date:03/04/2025
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.
You guys fraudulently charged my ***** account 96$.Business Response
Date: 03/05/2025
Roman hi and thanks for reaching out!
The amount indeed looks like our annual plan but we can't really find you, nothing registered for your email or name in our system.
Please let us know your other emails (all accounts on our end are linked to emails) and also your Venmo user name.
Refund is no problem, we just need to find you.
Thank you!
Customer Answer
Date: 03/10/2025
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.
Thats the problem though is that you guys can't find me because I have never been on your website so I don't have an email address in your guys system. My emails that I use are ************************ and ****************** My Venmo is @romanbaker
Business Response
Date: 03/12/2025
Roman hi and many thanks for providing additional data, turned out to be very helpful.
This is how the situation currently looks on our end:
You've signed for our free trial (on the site www.pdffiller.com) using your EDU email.
We can't see the document(s) you worked on due to privacy policy limitations, however, the document(s) has/have the word "Works" in it (the rest is shown as **** on our end, sorry).
Free trial started on 2025-02-01; it got expired 30 days later, hence the charge on 2025-03-03.
Right now we can also see that you've already submitted a dispute with Venmo (yesterday, actually, 2025-03-11). Therefore, now we have to wait for Venmo's decision on the claim.
Please note that if Venmo decides against the refund (and that actually happens quite often), you would be still eligible for a direct refund from us. If this happens, please email us right away ************************************* mentioning your EDU email and your Venmo user name.
Please do not email earlier than Venmo's decision is known as we won't be able to arrange a refund for the amount blocked under dispute.
Many thanks for your cooperation and sorry for the trouble incurred!
Initial Complaint
Date:03/02/2025
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 account. Today they charged ***** and now its pendingBusiness Response
Date: 03/03/2025
Milenda hi and many thanks for reaching out.
This is to confirm that your subscription has now been canceled and a refund has been issued for you.
Please check your inbox for the email confirmation of the same.
If you have any further questions, please contact us at ************************************************************.
Initial Complaint
Date:02/27/2025
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 randomly received a ***** charge for $96 from this company at early hours of the morning. I have no idea what Airslate *** is, nor have I ever done business with them. Field a complaint with ***** and was denied because they say I authorized this charge but I have no idea what this is. This company seems like a scam and fraud.Business Response
Date: 03/03/2025
******* hi! Many thanks for reaching out and apologies for the confusion incurred!
First, regarding your subscription (since you seem to not recall the experience with our web site):
You've subscribed to the free trial on the site called www.pdffiller.com, and this was on January 26, 2025. 30 days later the free trial expired, and since the subscription was never canceled during the free trial, the system automatically renewed it into a paid plan.
And yes, we do see the indication of the Venmo dispute you are mentioning.
Now to resolution:
your subscription has now been already canceled. Before processing the refund, our Billing needs to check with the payment provider to ensure no pre-arbitration was submitted. This process typically takes 48 hours. Once this is confirmed, one of our Billing agents will get back to you via the email with the refund information.
We hope to see this settled very soon!
Customer Answer
Date: 03/06/2025
[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:02/22/2025
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.
FreeMSG-**************** **************: Reply YES or NO if you used debit card ending 4953, VENMO Airslate, $144.00.This was texted to me by my bank. I didnt know I had to cancel a free trial, to avoid being charged $144 for the yearly charge. I have no interest or intent on using pdffiller. I need my money refunded. I didnt give consent for the charge via my Venmo or any other types of payment..Business Response
Date: 02/25/2025
Hello,
as per our records, ******** has already been in direct contact with our Billing Support (ticket #******* filed on 2/22/25).
On agreement with the customer, our annual plan has been changed to monthly, and a partial refund in the amount of $114 has been arranged.
The monthly plan will remain active until 3/24/25, and it won't be autorenewed, thus, there won't be any future charges.
We hope this settles the case!
Initial Complaint
Date:02/11/2025
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 been getting multiple requests from my company called *** and *** never had an account with them, they also charge me last week and it through via Venmo. From reading on here and also on the Internet, looks like they try to charge random Venmo account and have succeeded. This is criminal activity.Business Response
Date: 02/12/2025
******* hi and many thanks for reaching out!
Sorry, we can't actually find you, nothing's recorded for the email you've provided here.
Could you please let us know your Venmo user name?
(You would need to reject our response via BBB and then there would be an option to provide a comment).
At this stage, we can confirm that yes, these are clearly our charges and charge attempts. However, to stop this we'd need to find the account first.
In advance, many thanks for providing more details! We are hoping to see this settled very soon!
Customer Answer
Date: 02/12/2025
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 am not satisfied, because it has not been resolved. Ive never had an account with ********************** and its been attempted multiple times and has succeeded once per the screenshots I provided. My Venmo is. *******-********-2
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: 02/17/2025
*******, hi again! And many thanks for providing the necessary information, we finally found you.
Your account with us has been under the email ********************************. It was created on December 12, 2024, and the first 30 days were covered by our free trial. Then the system tried to charge you indeed.
This is to confirm that our Billing has now cancelled your account and issued a refund for you. Please check your inbox for the email confirmation of the same.
We hope this settles the case!
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!
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.