Complaints
This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 147 total complaints in the last 3 years.
- 56 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:11/06/2025
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.
I have been an Avalara customer since 2019. I use their basic services as I have a very small woman owned voice over business. My total annual bill during this time has always been around $50.00. This past billing cycle, I was billed 1000% more ($516.15 on 10/20/2025) without my consent. I immediately tried contacting Avalara during this renewal period asking them to remove charges I did not even know of nor had I agreed upon. The normal channels of communication I typically use (since 2019) were not available despite trying - from resetting passwords, to trying to use the chat function on their now changed website, resulting in my sending multiple emails and finally getting a response from various emails eventually leading to an account manager. On various communications with this account manager, I was told I was not going to be provided a refund for the disputed increase. I asked them to just close my account and refund me my money. The account manager refused stating I had not communicated during the renewal process which I faithfully attempted and did. In fact, email correspondents received from other Avalara staff during this period report a changed system that could also have difficulty accessing a person's account. I was told it was only my account manager that could see to the refund/address this issue.Their system changed and did not allow me to correct billing despite my trying to do so during the renewal period with subsequent communications not successful. I have been attempting to resolve this issue from at least Oct 20th with Avalara's last message to me provided below. I have an email trail of my trying to get a resolution throughout this time.
Business Response
Date: 11/12/2025
Waceke,
Thank you for taking the time to meet with our team and share your concerns. We understand how frustrating this billing experience has been and appreciate the opportunity to work through a resolution with you.
Following our recent discussion, weve taken steps to adjust your subscription and initiate a refund based on the revised amount. Our team is working to complete the necessary steps and will continue to keep you informed as the process moves forward.
We value your long-standing relationship with Avalara and are committed to resolving this matter to your satisfaction.Customer Answer
Date: 11/12/2025
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,
Waceke WambaaInitial Complaint
Date:10/23/2025
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 an account with **********************, **** In 2024 they increased the annual fee from around $ ***** to $ ******. I cancelled my account and received notice of the cancellation. I also deleted their auto pay so that my credit card would not be charged again. Over the past two months I have received notices of an overdue payment on an invoice from June 2024. I answered back that my account was closed. On October 22, Avalara attempted to charge my credit card without my consent. The payment failed since I withdrew my consent for auto pay in 2024.Business Response
Date: 11/07/2025
******,
Thank you for sharing your concerns. We understand your frustration regarding the recent billing notices and appreciate the opportunity to clarify the situation.
Our records show that your account renewed on June 22, 2024, and a cancellation request was submitted shortly after, on July 1, 2024. According to Avalaras cancellation terms, the renewal for the ******** service period was processed prior to the cancellation request, which made the invoice for that term valid under the agreement.
We also want to clarify that the initial payment attempt occurred via our automated system on June 25, 2024. That payment was reversed on July 3, 2024. A subsequent automated billing attempt was triggered when the invoice synced to our system in October 2025.
That said, we recognize there was no usage on the account following renewal, and in good faith, we have submitted a request to cancel the outstanding invoice. We will follow up with an update once the request has been fully reviewed and processed.Initial Complaint
Date:10/21/2025
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.
**** took money for me for the service of doing my sales tax. **** never did my sales tax not even once. I requested a full refund and they are hesitating and only willing to give me one month. They have tons of bad reviews and similar experiences that I have had. **** should refund me my money in total, and the cost of 7 months of a subscription. No service was rendered.Business Response
Date: 10/31/2025
******,
Thank you for bringing your concerns to our attention. We understand how frustrating this experience has been and appreciate the opportunity to clarify the situation.
Our records show that your **** subscription began on March 11, 2025, with immediate debits per the subscription terms. However, the required tax credentials needed to activate service were not provided until October 2, 2025.During that time, our onboarding team made repeated attempts to assist with setup, including direct phone calls, emails, and weekly reminders to complete your tax profile.
Once the tax credentials were submitted in October, the profile could not be verified due to incomplete two-factor authentication, which prevented DAVO from filing sales tax returns.We understand you later requested both a refund and return of collected ******** of October 16, all collected sales tax funds for the March through October periods were returned, and the account was formally disconnected on October *******. Because the subscription remained active and **** continued to support onboarding and account maintenance, we are unable to offer a refund for the monthly subscription fees.
We appreciate the opportunity to address your concerns. If you have additional questions, our team is here to help.Customer Answer
Date: 10/31/2025
Complaint: 24045450
I am rejecting this response because:
Davo never called me. No voicemail or any record of a phone call was made. I also have record of two factor being added before said dates. Davo took my money from my account and no service was rendered. They provide a service of doing sales tax filing. No filing was ever done and no service was rendered. **** has repeated complaints of the same issues Ive been having. Check the reviews.Sincerely,
****** *****Business Response
Date: 11/06/2025
******,
Thank you for your response and for sharing additional thoughts. We appreciate the opportunity to further clarify our position.
Our records show that your **** subscription began on March 11, 2025. During that time, **** actively collected sales data, retrieved funds daily for tax purposes, and provided onboarding support. While we were unable to file returns due to incomplete tax credentials, DAVO servicesincluding transaction monitoring, daily debits, and account managementremained active.
As noted previously, DAVO made multiple attempts to connect with you by email and phone, including scheduling links and reminders from our onboarding team through September. While several calls were placed, our team was unable to leave voicemails, as your voicemail inbox was not set up at the time which was noted in our follow-up emails. See the attached communication log, as well as screenshots of call attempts and emails for reference. Additionally, your DAVO portal displayed clear alerts indicating that tax credentials were missing (screenshot attached), and our records confirm multiple logins between April and October where the alert would have been visible.
We want to reiterate that **** issued refunds for ****** **** and June subscription fees totaling $373.98. At this time, we will not be issuing additional refunds for the remaining subscription months, as the service remained active and support was continuously provided in line with DAVOs Terms of Service: *****************************************************************;
We appreciate the opportunity to address your concerns and consider this matter resolved.Customer Answer
Date: 11/06/2025
Complaint: 24045450
I am rejecting this response because:Davo never made any attempt to call me, if **** did please provide records. **** never filed any sales tax, which you provide a service that does that files sales tax. Therefore you did not do the service I paid for. No service was rendered. Davo refund me money before because you were charging me for a second location that did not exist that had the same address as the primary and only location. Davo made that error. I will continue this until I'm rightfully refunded for the service you did not provide. Like the first refund you created the error and continued to take money from me. I've already continued my complaints through ****** with this company on this matter. I've incurred in thousands of dollars in fees and penalties from **** not doing the service while I was getting my money taken from my account for no service being rendered.
Sincerely,
****** *****Initial Complaint
Date:10/15/2025
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.
Our company engaged Avalara for sales tax compliance services earlier this year. During onboarding, we encountered an internal issue on our end that prevented us from completing setup. Because of this, Avalara was unable to perform any servicesno tax registrations, filings, or returns were ever completed. I informed Avalara of the issue and requested that billing be paused until onboarding could resume. Despite this, recurring invoices continued to be ************ sales representative, *****, opened a support ticket and advised me to install the Avalara Connector while onboarding was still incomplete. I was never told that doing so would trigger billing or activate paid services. Given the situation, it is unreasonable to assume I would intentionally activate service when Avalara could not yet perform any.Since then, Avalara has continued invoicing for services that were never rendered. I have since cancelled my service entirely, yet new invoices are still being issued. I have repeatedly followed up and proposed what I believe is a fair resolution: I am willing to pay for the initial onboarding and setup fee of $2,482.77, even though onboarding was never completed, because that portion of the work was my responsibility. However, I dispute all subsequent charges tied to services that were never provided.I also believe the plan I was quoted (Avalara-1500) was not aligned with my actual needs. My representative knew I required registration in roughly 10 stateswell beyond the plans 1,500-transaction limityet never disclosed that this would result in automatic overage billing. Billing based on transaction volume was never discussed, and looking back, this key detail appears to have been intentionally omitted from our conversation.Despite weeks of outreach, Avalara has not resolved the issue and continues to issue new invoices. This pattern shows poor communication and unfair billing practices, especially when no actual services were delivered.Business Response
Date: 10/24/2025
****,
Thank you for your patience as weve reviewed your concerns. Were sorry for the frustration this experience has caused and appreciate you taking the time to outline your request.
We understand you've offered to pay fees for initial onboarding and setup, with the request to cancel the remaining invoices tied to unused services. Our team is actively working with ****************** leadership to review and approve this request.
In the meantime, invoice reminders have been paused. Well follow up with a final resolution shortly and appreciate your continued cooperation.
Customer Answer
Date: 10/27/2025
Complaint: 24020501
I am rejecting this response because:
I have been promised time and time again a resolution. I have been EXTREMELY proactive and patient about trying to come to a solution only to be met with repeated delays, excuses and lack of communication. I've been given guaranteed resolution dates over and over again only for them to pass with not a word. This has been an ongoing theme for months and this type of service behavior is unacceptable. The latest example is the escalation to a Senior Account person named ******* who assured me a resolution would come by several Tuesdays ago. I had to follow-up and an update was promised by end of day on two different occasions. Here we are today and still nothing is resolved.Business Response
Date: 11/11/2025
****,
Thank you for your continued engagement and for sharing your honest feedback. We understand your frustration and sincerely regret the delays and missed expectations youve experienced throughout this process.At this time, your concession request has been formally escalated to our leadership team for review. We recognize that this matter has taken longer than expected, and were committed to providing a final resolution.
Well continue to keep you updated and will follow up as soon as the review is complete. We appreciate your continued patience and the opportunity to address this matter thoroughly.
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 SCAMBusiness 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:08/07/2025
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.
I filed a BBB complaint about Avalara on 7/21/2025. With my complaint I uploaded a clear record of when our monthly charges jumped from an average of $31/month across a year and a half to over $12,000/month. They responded the very same day to sincerely apologize for the bad experience our company had with them. But unfortunately, they are unable to help resolve these issues because we have closed our account with them (because they were overcharging us by THOUSANDS OF DOLLARS every month for state sales taxes that we did not owe, and then failing to help fix the problem.) I was in the middle of finishing two big projects that wrapped up on 7/25, and when I returned their email right after that, they had CLOSED THE SUPPORT CASE. They've let me know that there is nothing they can do unless we have an active account with them. And since we don't, and they have closed the support case, there is no way to continue talking with Avalara about how to get a refund UNLESS we open an account with them. I proposed that since they had overcharged us by $31,000 they might be able to provide an account free of charge for a few months so we could work together on a solution. No reply from them. We have our account data for the months in question. We can provide it. They won't talk to us. And they won't refund the gross overcharging of sales tax that we have been complaining to them about since last November 2024. For some reason, there is nothing they can do to help us.This company is terrible. Their response is completely unacceptable. They have NO INTEREST in resolving the problem, only repeatedly putting up barriers to progress and resolution. They will take your money. They will suddenly and without notice change their fees and pile on erroneous charges while justifying their fraud. Avalara will cheat you. Do NOT do business with them!!Business Response
Date: 08/15/2025
Dear ****,
Thank you for bringing these concerns to our attention. We understand your frustration and sincerely apologize for the experience you've had. We recognize how concerning unexpected charges and communication issues can be, and we take your feedback seriously.As of August 13, we have sent a request to schedule time with you to better understand the billing concerns you raised. We want to assure you that this case remains open and under review. Once we hear back from you, we will move forward with next steps and remain committed to addressing your concerns thoroughly.
Thank you again for the opportunity to continue working on this with you.
Customer Answer
Date: 08/18/2025
Complaint: 23715507
I am rejecting this response because it does not resolve the issues and I want this case to stay open until there has been satisfactory restitution.I do accept their offer to schedule a time to meet so that we can find solutions, and welcome communication from A SUPERVISOR WITH THE SKILLS AND AUTHORITY TO HELP SOLVE THE PROBLEMS.
A supervisor who has reviewed the documents I attached to my complaint and ready to work together. I look forward to hearing from such a person from Avalara, and will keep the BBB posted on progress,
or the lack of it.I do NOT want to talk with another supervisor who's primary response is "Yes, but...." or to feign confusion about why ****** Beans would be upset about being overcharged by more than $30,000, or who
can't think of a single way to help us that doesn't involve ****** ******************** spending even more money with Avalara, a company we no longer trust.
Thank you to the BBB for helping me to get Avalara's attention and expression of interest in speaking with me about this situation.Sincerely,
**** *****Business Response
Date: 09/02/2025
****, thank you for your response. We appreciate your willingness to meet and want to assure you that your concerns remain active and under review.
Weve escalated your concerns internally, and a member of our leadership team is now involved to help move this forward. Our team has agreed to raise a ticket to revoke the unpaid invoice that should not have been issued. Additionally, we are working to coordinate a follow-up Zoom meeting that will include your Customer Account Manager, ensuring that the right individuals with the appropriate context and authority are present to help identify a path toward resolution.
Well be reaching out to confirm a meeting time that works for you. Thank you again for your continued engagement. Were committed to working with you and will keep the BBB updated on progress.Customer Answer
Date: 09/08/2025
Complaint: 23715507
I am rejecting this response because: Since first posting this complaint I have had 2-3 Zoom meetings with Avalara *************** Service staff.
Each person has expressed how sincerely Avalara would like to help us, but that it is impossible for them to do so without our company re-activating our
account and paying them more money.If we had not been overcharged on state sales taxes by over $31,000 (or even some much smaller amount) we might consider paying to re-activate
and have them remediate this completely unacceptable issue. Unfortunately, as the situation stands, I don't see a universe in which
paying Avalara - a company that has mislead, repeatedly over-charged, repeatedly offered help that was not helpful, and possibly defrauded our company -
MORE money makes any sense.
Sincerely,
**** *****Business Response
Date: 09/18/2025
****,
Thank you again for your continued engagement. We understand you agreed to move forward with reactivating your account under a nominal fee, and your signed quote has been received.
With this step completed, our team was able to reactivate your account so we can proceed with implementation and begin the backfilling process for the *** states. Thank you for your patience and cooperation as we have worked to resolve.Customer Answer
Date: 10/01/2025
Complaint: 23715507
I am rejecting this response because although I've had several meetings with Avalara since August to move toward resolution, we have seen no progress at all.
Our company did reactivate our account for a nominal fee. Avalara has offered to do the back filing of state sale taxes that were overpaid at no charge. That's all fine.
Last week, 3 members of our team had a meeting with an "Implementation Specialist" who was lovely. She had been asked to meet with us, but there was nothing
that she or any of us could do to move the process forward, because our reactivation payment to Avalara not been processed yet.
So, nothing is moving, as far as we know. The left hand does not seem to know what the right hand is doing. The **************** supervisors I met with in
September assured me they would keep me updated on their progress.... And, nothing. This is unacceptable.Sincerely,
**** *****Business Response
Date: 10/15/2025
****,
Thank you for your continued patience and cooperation as our team worked to reactivate your account. We truly appreciate your engagement throughout this process.
Now that the reactivation fee has been processed, our Implementation team has reached out to schedule a call and begin the next phase of setup. Were looking forward to working with you and supporting your team through implementation.Customer Answer
Date: 10/15/2025
Complaint: 23715507
I am rejecting this response because: Nothing has happened yet. We have a meeting tomorrow with Avalara and they say they will be able to begin the back filing for sales tax refunds from the states.
We'll see....
Sincerely,
**** *****Business Response
Date: 10/31/2025
****,
Thank you again for your continued patience and thoughtful collaboration as we work through the remaining implementation and backfilling steps.
At this stage, our team is carefully reviewing your transaction history and tax code mapping to determine the best approach for correcting past activity and ensuring accuracy moving forward. We're also evaluating next steps for reactivating the *** state accounts as part of the backfilling process.
We understand how important it is to get this right, and we appreciate your partnership throughout the process. Your case remains active, and well continue to provide updates as we make progress.Customer Answer
Date: 10/31/2025
Complaint: 23715507
I am rejecting this response because: I had my first productive meeting with an Avalara representative this week. So far there has been no real progress, but for the first time I havehope that this issue can get resolved. We'll see. Time will tell.
Sincerely,
**** *****
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