Complaints

This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avalara Inc

  906 Alaskan Way # 500 Seattle, WA 98104-1010

  
• 

  Avalara Inc

  21 Robert Pitt Dr Ste 310 Monsey, NY 10952

• 

  Avalara, Inc.

  512 S Mangum St Ste 100 Durham, NC 27701

• 

  Avalara Inc

  6465 Greenwood Plaza Blvd Ste 200 Centennial, CO 80111-4910

  

The 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:08/27/2025

  Type:Order Issues
  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.

  We sought services from Avalara for sales tax tracking, there was nothing wrong with the service it just wasn't what we needed at the time. In December of ***************************************************************************************** January. Avalara refuses to acknowledge our cancelation, even with email documentation because we didn't fill out their form or survey. Nowhere in the terms and conditions that we signed does it require such a form to be filed. Over 9 months later and we're still receiving invoices for services that were canceled. Additionally, each time we attempt to work through their process we're met with a new "account **** that struggles with English fluency, creating an even more difficult situation to communicate details. The last 3 times we attempted to help them, we just get an email stating that a ticket has been opened and another that our account manger has changed. It's a never ending cycle. When we canceled I would have still recommended Avalara's services even though they weren't what we needed at the time. Now I would never recommend them after the 9 months of hassle this has been. Just cancel our account - how difficult can that be?

  

  Business Response

  Date: 09/02/2025

  ****,
  Thank you for taking the time to share your concerns. We understand how frustrating this experience has been and appreciate your patience as we've reviewed the details of your account. 
  After a review, we found that your renewal was processed on November 30, 2024. We received your cancellation request on December 4, 2024, which was after the renewal date. Per Avalaras Terms and Conditions (Section 6.b), subscriptions are set to renew automatically unless notice is given prior to the renewal date. That said, we want to support you in resolving this. If you have documentation showing that your cancellation request was submitted prior to November 30, 2024, wed be happy to review it and take any appropriate next steps. 
  To help complete the cancellation process and prevent future billing, we also ask that you complete our cancellation form sent by our team. 
  We appreciate your feedback. If you have any questions or would like to share additional documentation, please dont hesitate to reach out. 

• Initial Complaint

  Date:08/27/2025

  Type:Billing Issues
  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 signed up with Avalara based on their promise to manage my sales tax compliance. Unfortunately, in 2024 none of my taxes were filed properly. As a result, I had to contact each state directly and pay hundreds of dollars in overdue fees out of ********* October 2024, I requested that my account be canceled because I no longer met nexus in many states and no longer needed Avalaras services. I submitted all of the required forms and was told by my case manager that my account was canceled. I even received an email confirming that I should disregard future invoices.Despite this, Avalara has continued to send me invoices. I am now being notified that my credit card will be charged $4,700. I have called multiple times and only been passed from person to person without any resolution.Furthermore, Avalara does not provide any option to remove my credit card information or revoke the Power of Attorney from my account, which leaves me exposed to charges I did not authorize. My credit card company has advised me that my only recourse may be to continue filing chargebacks each year, which is not an acceptable solution.I am requesting that Avalara:1. Immediately and permanently cancel my account.2. Remove my credit card information from their system.3. Revoke any Power of Attorney on file.4. Cease all future invoices and charges.5. Refund any improper charges.Avalaras failure to cancel my account despite multiple requests, and their continued attempts to charge me, have caused significant financial and administrative harm to my business.

  

  Business Response

  Date: 09/02/2025

  *****,
  Thank you for sharing your concerns. We understand how important it is to have confidence in the services and billing processes tied to your account, and we appreciate your patience as we worked through this matter.
  Following a full review of your case, we can confirm that your account has been permanently canceled, and the disputed payment has been credited back to your account. This action also nullifies your renewal contract. Additionally, your account has been fully deprovisioned from our systems, which means you will no longer receive invoices or future charges from Avalara.
  We apologize for the inconvenience this situation has caused and hope this resolution brings clarity and closure. If you have any further questions or need additional support, our team is here to help. 

  Customer Answer

  Date: 09/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/05/2025

  Type:Order Issues
  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 am writing to formally file a complaint regarding business practices by Avalara, the sales tax service provider, which have left us frustrated and unable to terminate our already-expired contract.We have been using Avalara for our sales tax compliance needs for several years, during which time we experienced numerous challenges including unresponsiveness from account managers and the need to manually remit taxes to the state of ********** due to Avalaras inability to fulfill that ******* the end of our most recent contract, we decided to transition to a competitor to better meet our business needs. Unfortunately, working with Avalara continued to be an issue. Specifically:We have now dealt with seven different account managers from **********************, and the most recent one was entirely unresponsive to our inquiries about canceling our services.Despite our decision to move on from Avalara and our explicit desire to not renew, we were informed that our contract was automatically renewed without our knowledge or consent (over 10K). We did not sign any renewal contracts.We have filled out and submitted Avalaras cancellation form multiple times, yet we continue to receive renewal notices, creating continued frustration and undue stress.Avalaras inability to process our cancellation requests or respect our decision to leave their service is both unprofessional and feels deceptive. We request your assistance in ensuring Avalara cancels our services immediately and does not bind us to any contract renewal we did not authorize or agree to.We believe this is a matter of business and consumer fairness, and we would greatly appreciate your help in resolving this matter. Please let us know if you need further information or documentation, such as copies of submission forms, emails, or notices we have received from Avalara.

  

  Business Response

  Date: 08/15/2025

  Dear ****,

  Thank you for sharing your concerns. Were very sorry for the frustration and inconvenience this experience has caused. We understand how important it is for cancellation requests to be handled clearly and promptly, and we sincerely regret that this was not your experience.

  We have placed a full cancellation on your account and can confirm that no further charges will be incurred. In addition, we are currently working with our account management leadership to review and process a refund for the disputed renewal charges.

  Your feedback has been shared with the appropriate teams, and were taking steps to ensure that your concerns are fully addressed. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:08/01/2025

  Type:Sales and Advertising Issues
  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 had hoped Avalara, through AvaTax, would be able to assist me with filing my taxes in ******** for my new small business. They stated they would be able to assist me with my back filing and monthly filing moving forward by connecting with my invoicing software, Xero. They were unable to integrate with my software and their customer service was frequently unavailable to speak with directly, being routed to the sales line. They said I am unable to get a refund for my services despite the fact that they were unable to provide the service they said they would help with.

  

  Business Response

  Date: 08/11/2025

  Dear ***,
  Thank you for taking the time to share your concerns. Were sorry to hear that your experience with Avalara did not align with your expectations, and we understand how disappointing it can be when a service does not deliver as anticipated. Were glad we had the opportunity to speak with you on August 8 and further discuss the challenges you have encountered. Our team is currently reviewing the details of your account and the concerns raised during that call. Your case remains open as we continue working toward a resolution. We will follow up with next steps as soon as they are available. We appreciate your patience and the opportunity to assist.

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23688668
  
  I am rejecting this response because:

  If I accept the case it closes. As Avalara is still investigating what to do with my case and has not come to a resolution, I am not accepting this response.

  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 08/27/2025

  ***,  
  We appreciate your patience as we've worked to resolve. As our team informed, a refund in the amount of $255.03 was processed on August 20. Depending on your banks processing timeline, it may take up to one to two weeks for the funds to appear in your account. We encourage you to keep an eye on your account, and if the refund is not reflected within that timeframe, please dont hesitate to reach out. Thank you for giving us the opportunity to resolve. 

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  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.

  Service cancelled in March 2024 with sales rep ******* *******. Conference call with website provider and ******** ***** on May 24, 2024 because account was not cancelled as promised. Cancellation was promised on May 24, 2024. Received confirmation of March 2024 cancellation from ******** ***** on September 4, 2024. Received renewal notice on 11/15/24 by email and immediately contacted ****** at Avalara to say service was already cancelled and DO NOT RENEW. Received another notice on 5/2/25 saying service was renewed anyway. Contacted ****************************************** on 5/2/25 to say service should not be renewed. Was told to send cancellation request again and complied on 5/6/25. Cancellation was not processed until I received a notice of cancellation on 7/9/25. An additional $7482.72 was charged to my credit card on 7/31/25 even though I never agreed to charge and had actually changed credit card numbers since the issues arose in early 2024.

  

  Business Response

  Date: 08/08/2025

  Dear ****,
  Thank you for bringing this matter to our attention. We understand how frustrating this experience has been, especially after multiple efforts to cancel your service and prevent renewal charges. We're very sorry for the confusion, the delayed resolution, and the inconvenience it has caused. 
  After reviewing your account and the timeline of events, we can confirm that a refund in the amount of $7,482.72 has been approved and processed. Our team is keeping the case open until youve confirmed the funds have posted to your account.  
  We truly appreciate your patience throughout this process and remain committed to ensuring this is fully resolved to your satisfaction. If you have any additional questions or need further support, please dont hesitate to reach out. 

  Customer Answer

  Date: 08/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/31/2025

  Type:Order Issues
  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 have failed to provide a service a purchase two months ago but it is charging my company for services they are not providing. I purchase sales tax software, including guided implementation and other add services. Every time I get in touch with an implementation specialist, they are unable top answer my questions and they place a request for additional support and I have to wait again, this is been going on for two months. I didnt know that the contract was effective as soon as I signed the contract, I thought it will be effective as soon as the software was implemented. When I tried to cancel they came back to me saying that the cancellation will be effective at the end of the contract. I am trying to make it work with them for the remainder of the contract but time after time they failing providing adequate support. I requested for another implementation specialist and told them what I am expecting to achieve with this call I schedule for tomorrow August 1st, 2025. Also requested the refund for the two months I was charged, since the implementation is not completed and the two business registrations I paid and no longer need. Please let me know if there is anything I can do to prevent this company to take advantage of more people.

  

  Business Response

  Date: 08/08/2025

  Dear *******,
  Thank you for taking the time to share your concerns. We understand how frustrating this experience has been, especially when you were expecting timely support and implementation guidance. We're very sorry that we did not meet those expectations. 
  After reviewing your account and the challenges you've faced, we acknowledge that we fell short in providing a timely resolution. We are currently working with our leadership team to approve a full refund of $1,536.99, which includes the charges paid to date as well as the two unused business registration services. 
  In addition, we are moving forward with canceling your account and ensuring all future billing is stopped. Our team is treating this with urgency, and youll receive a direct update as soon as the refund and cancellation are fully confirmed. 
  We appreciate your patience as we finalize this process and truly regret the inconvenience this has caused. If theres anything further we can do in the meantime, please dont hesitate to reach out. 

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  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 have been attempting to resolve this issue for 8 months. I was sold a module of this software based on inaccurate information about how the platform worked and was overcharged on my first bill. In addition, I was not informed that I would not even be able to use the platform in Q4 of 2024 due to the filing deadlines. After requesting a resolution on the initial bill going forward it took me months to get in contact with anyone. I eventually went through the sales channel twice. Even after they connected me with 2 different account managers I have yet to receive a response. In the meantime, I continued to receive invoices with no response. It now looks like my account was reset and now I'm going through onboarding all over again and am being charged again. At this point, the only resolution I will accept is complete cancellation of my account and voiding all prior invoices owed. I am beyond frustrated and don't understand how any company can do business like this. I at least deserve someone reaching out to me to explain what has happen for the last 8 months. What started as a simple bill adjustment has now turned into the biggest waste of my time with zero resolution.

  

  Business Response

  Date: 07/03/2025

  Dear *****,
  Thank you for sharing your concerns. We understand how frustrating this experience has been, and we sincerely apologize for the lack of clear communication and delays in addressing your requests. After reviewing your account, we can confirm that it is currently inactive. Our team is in the process of voiding all outstanding invoices associated with your account, in alignment with your request for full cancellation and resolution.
  We apologize for the inconvenience and time this situation has caused. Your feedback has been shared internally so we can continue improving our processes and avoid similar issues in the future.

  Customer Answer

  Date: 07/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/11/2025

  Type:Order Issues
  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.

  We have been using Avalara to file our sales tax reports for the state of ********** in 2024 and prior years. In November 2024 we received a large invoice of $2937.30 " to adjust for increased usage" even though our sales were down. We requested an audit and the bill was revised to $1238.85. Our bill previously were approx ******* per month. Then in January our bills increased to $574.97 with no explanation. We requested an audit again or information regarding the increased fees. We received no response until we had a meeting on 4/17/25 where we were informed that our contract had automatically been renewed even though we did not sign a new contract and there was an across the board fee increase to $574.97 - a copy of the unsigned sales order is enclosed. At that time we said we wished to terminate all services with Avalara immediately. We were informed we have to fill out an online cancellation form but that we would be obligated to pay the contract price through the end of the year. We need help cancelling the services without being locked into a contract that we did not agree to for all of 2025. We are selling the business and the buyer does NOT wish to use Avalara nor do we any longer.

  

  Business Response

  Date: 06/20/2025

  Dear ******,
  Thank you for taking the time to bring these concerns to our attention. We understand how unexpected costs would be frustrating, and we sincerely apologize for the confusion and stress this situation has caused. 
  After reviewing the account in detail, we found that a renewal notice for the 2025 term was not sent to any contacts associated with the ***************** account. While automatic renewals are agreed to in the contract, we recognize that the lack of notice falls short of our service standards. 
  In light of this oversight, our team has approved an out-of-term cancellation of the account. We are also pausing all collection activity while final steps for cancellation are completed. Your request to terminate services without further obligation for the 2025 contract term is being honored, and updates on the final cancellation details will be shared shortly. 
  We appreciate your patience as we finalize this resolution and thank you again for the opportunity to address your concerns. 

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  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 have used Avalara for over 10 years to pay my monthly taxes to the local Hilton Head Island tax office for my short-term rentals. Since January of 2025, Avalara no longer needed to pay taxes to ******************, since ******, the platform I use to book my rentals, was paying my taxes. I have contacted Avalara numerous times, and they assured me that they no longer had to pay my taxes and would refund me all the fees they have been charging me for a monthly subscription. They have not paid my taxes since 2024, yet they still have access to my bank accounts, and they are still debiting my bank account.

  

  Business Response

  Date: 06/18/2025

  Dear *****,
  Thank you for taking the time to share your concerns, and for your long-standing relationship with Avalara. We understand how frustrating this situation has been, especially when dealing with subscription charges that felt unexpected. We apologize for any confusion and for the delays in resolving this.
  To clarify, we have processed a refund for all subscription fees billed from January 2025 to the present. If you havent seen that refund reflected in your account yet, we recommend checking with your financial institution in the coming days.
  Regarding previous charges, while ****** began collecting and remitting Hilton Head Island taxes in September 2024, Avalara MyLodgeTax is not aware whether a customer is exclusively renting through ******. Many of our customers rent through a mix of platforms and direct bookings, and may still require tax filing services. For this reason, it is the customer's responsibility to notify us when our services are no longer needed.
  Our records indicate that you continued logging in and reporting revenue under ******, and our system generated $0 tax returns based on that input. These filings were processed and corresponding receipts were sent to your account. Because services were being provided during that period and no cancellation request was received, the subscription fees billed between September 2024 and December 2024 are not eligible for a refund. Please find our terms of service here: **************************************************
  We can confirm your account has since been canceled, and no further billing will occur. We appreciate your feedback and the opportunity to address your concerns. We wish you all the best moving forward.

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response from the business regarding complaint ID ******** and find that this resolution is satisfactory to me. They finally refunded me the money I was owed. I appreciate your help.
  
  Sincerely,
  
  ***** ***-**********

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  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.

  In May 2025, Avalara MyLodgeTaxwho I use to remit taxes on short-term rental incomemade two separate debits from my bank account instead of the usual single monthly debit. In addition, they introduced a new $1.01 monthly filing fee that was neither disclosed in advance nor authorized. The total amount withdrawn was off by exactly $1.01, which prompted my initial inquiry.I first contacted Avalara support about this on May 8, 2025. After follow-up, they opened a formal case on May 19 (Case #********) and said it had been escalated to their management team. Despite this, I have received no communication, explanation, or documentation of any kind from Avalara as of May 26over two weeks later.I am seeking:A full explanation for the two separate debits Proof that the $1.01 monthly fee was disclosed in advance A refund of the fee if no disclosure exists A commitment that no future fees will be deducted without proper notice This lack of transparency and failure to respond is unacceptable for any serviceespecially one handling recurring financial transactions. I am filing this complaint in hopes of finally receiving a resolution.

  

  Business Response

  Date: 05/27/2025

  Mr. ************************ you for taking the time to share your concerns. We understand how unsettling it can be to notice unexpected charges, especially when they involve recurring transactions, and we sincerely apologize for the confusion and lack of communication you experienced. 
  Regarding the $1.01 fee, we can confirm that this amount has already been refunded, and a confirmation email was sent to you. The charge was related to a recent policy change in which certain jurisdiction-imposed online filing fees are now passed through to customers. These fees are not retained by **********************; they are collected by the jurisdictions as part of the filing process. We recognize that this change was not clearly communicated in advance, and we agree this should have been handled more transparently. 
  We also want to clarify that while your MyLodgeTax receipt shows the total amount owed, including both tax and subscription-related charges, the separate debits you noticed from your bank account are part of that total and should reconcile with the receipt. 
  We truly regret the lack of timely updates and the oversight in notifying you about the fee change. Your feedback has highlighted areas where we need to improve, and we are taking steps to ensure better communication in the future. 
  If you have any additional questions or if there is anything more we can do to help, please do not hesitate to reach out. We appreciate the opportunity to address your concerns and thank you for your continued support.