Complaints
This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 141 total complaints in the last 3 years.
- 50 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:10/07/2025
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.
Horrible horrible horrible. What a miserable and awful experience:-Complete mishandling of our California returns -Refusal to cancel our account -Filed non sense returns DESPITE us telling them to stop -Refused to cancel the power of attorney despite us telling them to do so (seems illegal)Created way more work than was necessary. In the mean time they send armies of sales **** (from *****) to try and upsell you.AVOID THIS SCAM
Business Response
Date: 10/17/2025
****,
Thank you for bringing your concerns to our attention. Were sorry to hear about your experience and understand your frustration.
We have reviewed your account and can confirm that the cancellation request is currently being processed, with the service scheduled to end on May 2, 2026. Our Customer Excellence team and your Account Manager have made multiple outreach attempts by phone and email to connect directly and better understand the billing concerns youve raised. We're eager to speak with you so we can explore possible resolution options and ensure your feedback is fully addressed. Please follow up at your convenience. We remain committed to supporting you.Initial Complaint
Date:10/02/2025
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.
contacted avalara on a previous day to advise issues with tax integration not calculating correctly - preventing my business from getting approved by the local auditor to be run out of my home - was told to contact wix. contacted wix and told to contact avalara. called in to avalara support 10/02/2025 at about 3:45 p.m. M.S.T. - regarding tax integration with *** website. associate would only refer me back to wix AGAIN. I requested to speak to a supervisor because I needed some real answers, and associate would not transfer - advised they were speaking to their team but call was just silent for about 5 minutes. No resolution whatsoever - contacted wix AGAIN and was advised that EVERYTHING was set up correctly for my avalara tax integration. finally was able to open up escalation - need avalara to get their program together - because their program may be OVERCHARGING TAXES due to INCORRECT CALCULATIONS which could result in NEGLIGENCE CLAIMS. I would like the company to make the accurate corrections to their automated sales tax service.Business Response
Date: 10/13/2025
******,
Thank you for sharing your concerns. We understand how important it is for your tax integration to function properly, and were sorry for the frustration this situation has caused.
As explained by our team, Avalara Connector for Wix is a tool built and managed by the Wix team. While Avalara powers the tax calculation behind the scenes, the setup and integration are handled directly through Wixs platform.
That said, our team has taken steps to support you as best we can. Following your complaint, we escalated your case internally and reached out to the appropriate contacts at ***. As of October 9, their team confirmed they would be reaching out to you directly. Weve also continued to follow up with you to help ensure the issue is being addressed.
Well remain available to assist from our side and will continue to monitor the situation.Initial Complaint
Date:10/01/2025
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.
We have been trying to cancel our account with ********************** for 4 months, we have followed their instructions online by completing the termination of account forms, have emailed with various staff members, including getting confirmations that our account has been cancelled but every month we continue to get a bill and our credit card is charged. We have been disputing the fees with our credit card company but need the invoices and auto billing to stop and our account actually closed.Business Response
Date: 10/07/2025
*******,
Thank you for bringing this to our attention. Per Avalaras subscription policy, accounts renew automatically unless cancellation is submitted prior to the renewal date. In this case, the account renewed on April 29, 2025, and your cancellation request was received on June 5, 2025 after the renewal had taken effect.
As a result, the cancellation was processed for the end of the current contract term, with the account set to close on April 28, 2026.
We understand our team has shared a full explanation of the contract terms, and you've confirmed your understanding and decision to let the contract run its course without further use of services.
Thank you again for your engagement.Initial Complaint
Date:08/27/2025
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.
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: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: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: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: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: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: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,
***** ********
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