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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• Headquarters Location

  

  Avalara Inc

  906 Alaskan Way # 500 Seattle, WA 98104-1010

  
• 

  Avalara Inc

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

  
• 

  Avalara Inc

  21 Robert Pitt Dr Ste 310 Monsey, NY 10952

• 

  Avalara, Inc.

  512 S Mangum St Ste 100 Durham, NC 27701

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:10/13/2026

  Type:Delivery 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.

  Received an email on 10/7/2026 advising of a renewal payment due of $275.63 for a business I have never been associated with. I attempted to resolve with both the Sales and REMOVEDand the staff was unwilling or unable to assist.

  

  Business Response

  Date: 10/20/2026

  REMOVED, thank you for bringing this to our attention. We sincerely apologize for the confusion and concern the renewal notice you received on October 7, 2026 caused you, and for the frustration you experienced when trying to resolve it.
  
  We reviewed the matter and confirmed that you are not connected with the account referenced in the notice. REMOVEDwith our Customer Excellence team has been in direct contact with you and confirmed the removal of your contact information from that account and from our records. You will not receive further communications related to it, and no payment is owed by you.
  
  We regret the inconvenience this caused, and we wish you all the best.

  Customer Answer

  Date: 10/20/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED. They have stated they would remove my information from their system and would stop pursuing payment. For the record, Avalara was not able to identify how they received my information including email address. 
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:09/25/2026

  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 am filing this complaint against Avalara due to their deceptive auto-renewal and cancellation practices. We sent a formal separation/cancellation letter via their online support system on July 27th, 2026 in order to terminate all services, remove Avalara from our SST account, and submit a final sales tax filings for July in August 2026. This was all done 30 days prior to the end of our signed contracted service ending August 30th, 2026. Avalara support responded via email that they would separate as REMOVEDfor our SST sales tax account and DID file July returns in August 2026 per our formal letter. They also confirmed that our relationship with Avalara would end and we no longer have access to our account via email. We also completed an online cancellation request per case number REMOVEDprior to the due date of the auto-renewal at the direction of their support staff. Despite this, Avalara is refusing to cancel our account claiming that no formal cancellation request exists in their system and that the annual renewal of $5,694.34 did not include the items covered in our letter. This is incorrect, as separation and termination of ALL services means exactly that. We were very clear and Avalara simply refused to cancel our account as formally and legally instructed in accordance with their terms. Should Avalara choose to deny receipt of our formal letter, we have confirmation from their staff via email and have sent a copy of this correspondence to our attorney and REMOVEDThis is a predatory and fraudulent business model forcing customers into additional fees by making it impossible to cancel. I demand that Avalara immediately cancel my account, cease all future billing, and remove any outstanding balance for services I never agreed to continue. I urge the BBB to investigate their unethical billing practices and hold them accountable for these deceptive policies.

  

  Business Response

  Date: 10/02/2026

  REMOVED, thank you for your patience as we reviewed your account and the communications you had with our team regarding your cancellation request.
  
  I want to start by apologizing for the difficulty you experienced in communicating your cancellation request to our team, and for the frustration this process caused you. I recognize it was more difficult than it should have been, and this is not the experience we want our customers to have.
  
  As REMOVEDwith our Customer Excellence team discussed with you, after a thorough review of your account, we can confirm that your cancellation request was submitted within Avalaras Terms & Conditions. Based on this, we are requesting a refund $5,694.34. REMOVEDis now coordinating with our REMOVEDteam on this process,which may take a few business days to complete. We appreciate your understanding while we work through the internal steps.
  
  I also want to confirm that REMOVEDwill remain your dedicated point of contact moving forward. If you have any questions in the meantime, or need an update on the status of the refund, please don't hesitate to reach out to her directly.
  
  Thank you again for your patience, and for giving us the opportunity to make this right.

  Customer Answer

  Date: 10/02/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:09/25/2026

  Type:Billing 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 used Avalara for several years and last May, we called and email then many time to tell them that we want to close the account with them. They keep wrongfully filing returns with 0's without our permission and it created more problems. We would have to file amended return every quarter to correct their wrongdoing. In addition, they keep charging our credit card creating more debt. We cannot stop them to all these things. We need to get all our money back that they charge our credit card since May 2025. Please help to stop them.

  

  Business Response

  Date: 10/02/2026

  REMOVED, thank you for reaching out and for your patience as we look into the concerns you have raised about your account, including the return filings and billing charges since May 2025.
  
  We understand this has been a frustrating experience, and we want to make sure we have a full understanding of what happened so we can work toward the right resolution with you.
  
  I understand that we have a call scheduled with you on October 6 to go over the details together, including the filings in question and the charges to your account. This will give us the opportunity to review everything carefully and talk through next steps directly with you.
  
  We appreciate you bringing this to our attention and giving us the opportunity to address it. We look forward to speaking with you.

• Initial Complaint

  Date:09/24/2026

  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.

  Dates: October 17, 2025 to July 8, 2026.Amount paid: About $2700 in return filing fees for that period, billed at about $80 per return, per state, per month.What the business committed to provide: Avalara was paid to prepare and file accurate sales tax returns in every state where we are registered.Nature of the dispute: During these dates Avalara stopped receiving our sales data and filed $0 returns in every state, even though we had taxable sales every month. Our tax liability dropped from a steady monthly amount to zero overnight and stayed there for nine months. Avalara never flagged it or contacted us. We found the problem ourselves. Avalara still charged full price for every return. During that time Avalara contacted us with sales offers and a collections letter, but never about the problem or check out account health. We now owe back taxes, interest, and professional fees to correct the returns Avalara filed in our name.Attempts to resolve: We raised this with Avalara support in writing. Support admitted the $0 filings, lack of communication, and continued billing fell well short of the standard customers should expect, but did not offer a resolution. On a call in September 2026, Avalara refused any credit, said catching the problem was our responsibility, and offered only a discount on additional paid services to backfile the returns. We asked for a credit for 50% and they refused to offer any concession.Advertising: Avalara markets itself as a tax compliance expert on its website, avalara, and its employees sign every email with "Tax compliance done right.", "Stay Compliant Across State" and it handles compliance "End-to-End"

  

  Business Response

  Date: 10/02/2026

  REMOVED, thank you for bringing your concerns to our attention, and for the detail you provided regarding the return filings on your account from October 17, 2025 through July 8, 2026.
  
  We understand the seriousness of what you have raised, including the $0 returns filed during that period, the continued billing for those filings, and the lack of proactive communication from our team about the issue. We want to work with you on this, and we are committed to a thorough review of what happened on your account.
  
  Your account has been escalated to our Customer Excellence team for further review. REMOVEDwill be your dedicated Customer Excellence Manager going forward, and he will be your primary point of contact as we work through this together. He will be reaching out to you directly to continue this conversation.
  
  We appreciate your patience as we complete this review, and we are committed to giving your case the attention it deserves.

• Initial Complaint

  Date:06/13/2026

  Type:Billing 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 regarding Avalara's failure to honor repeated, documented cancellation requests on my REMOVEDsubscription, and its decision to auto-renew and charge my card for a product I never used.I asked Avalara not to auto-renew on at least four occasions in writing, starting months before the renewal date:On January 15, 2026, I emailed my account manager to confirm the contract was not set to auto-renew. I was told it was, and asked her to make sure it would not.On January 26, 2026, I again asked her to confirm auto-renew was off. I was told the system auto-renews by default unless canceled. I replied "ok so let's cancel it" and declined a pricing call, stating the product had never been used.On April 3, 2026, I again asked Avalara to confirm the product would not auto-renew and that my cancellation was processed. Only then was I directed to a cancellation form and given my account number, which I had needed to complete the cancellation page. I filled out the form as instructed.On April 23, 2026, Avalara sent a notice stating the subscription would auto-renew on May 13, 2026 unless canceled at least 7 days prior.Despite submitting the form, on May 15, 2026 I received an invoice. When I raised this, my account manager said she saw no cancellation on the account, even though she had sent me the form herself. I completed it a second time, printed it, and asked for written confirmation no charge would be made.Avalara charged my card for the renewal anyway.I made a good-faith effort to cancel this subscription repeatedly and well within any required notice period. Avalara gave shifting instructions, withheld the account number I needed to cancel, failed to record cancellation requests its own representative acknowledged receiving, and charged me for a service I never used.

  

  Business Response

  Date: 06/24/2026

  REMOVED,
  Thank you for sharing your concerns regarding the renewal of your Managed Returns subscription and the associated invoice. We understand your frustration and appreciate the opportunity to review the matter in detail.
  Following a comprehensive review of the account history, support records, and customer communications, we confirmed that a renewal notification was sent on April 23, 2026, advising that the subscription was scheduled to auto-renew on May 13, 2026. The notification also stated that any cancellation or subscription changes needed to be completed at least seven days prior to the renewal date and that changes could not be processed after renewal had been completed.
  As part of our review, we examined the cancellation documentation you provided. The cancellation form references case #REMOVEDand reflects a notification date of May 18, 2026. This aligns with the cancellation request currently reflected in our account records and is after the renewal was processed on May 14, 2026.
  We understand that you believe cancellation requests were made prior to renewal. However, based on the account records and documentation available to us at this time, we have not identified evidence of a completed cancellation request submitted before the renewal date. As a result, the renewal was processed in accordance with the subscription terms and the invoice remains valid.
  After reviewing the matter internally, we are unable to approve a refund or void the renewal invoice. However, if you have any emails, confirmations, or other documentation demonstrating that a cancellation request was submitted and completed prior to the renewal date, we would be happy to review that information and reassess our findings as appropriate.
  We appreciate you bringing your concerns to our attention and thank you for the opportunity to review this matter.

• Initial Complaint

  Date:05/30/2026

  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 was looking into whether or not my company would need help with charging and filing sales taxes as a consulting firm that has clients nationwide. I looked into Avalara, and instead of doing a software demo for me, they duped me into buying their programming by doing a "free nexus analysis", followed by a "you need to sign this contract now or else the price goes up". They really had me believing this was a product I would need, and I felt pressured to make a move and sign up for coverage in 48 states. Their one sales person, REMOVED, made me feel like I was going to go to jail over sales tax. Very persuasive. I signed up, and then when I was finally able to see the software I learned quickly it is nothing that I need, and on top of it, in the MAJORITY of states, I don't even need to file sales tax, which means they're making thousands of dollars a month off of me by auto filing zero returns! During their little free analysis they showed me tax codes, but I was able to find the CORRECT codes once I was finally able to see the product for myself, and I don't need this product.I see in the contract that the subscription is non refundable but in this instance I feel completely taken advantage of. I need help to get $11k back.

  

  Business Response

  Date: 06/09/2026

  REMOVED, 
  
  Thank you for sharing your feedback and detailing your experience with our sales process. We understand your frustration regarding your initial purchase and your concerns that the software and filing services did not align with your consulting business's needs. 
  
  Our leadership team recently met with you to discuss your experience, review the services purchased, and address your concerns regarding the initial sales and onboarding processes. During our conversation, we had the opportunity to evaluate how our solutions fit your business model and discussed your interest in retaining Avalara Tax Research (ATR), which you noted has been providing value. 
  
  As agreed, we are keeping your ATR subscription active while processing the cancellation of the remaining software and filing services on your account. 
  
  We appreciate your patience and collaboration as we worked to make this right. Thank you for bringing this to our attention and for your continued partnership with Avalara. 

• Initial Complaint

  Date:05/30/2026

  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.

  FRAUDULENT: REMOVEDis a fraudulent company. I was completely misled. An extreme increase from 69 dollars last year, with prior years paid lower than that amount, to 561 dollars this year occurred with no explanation and no help from customer service. When I received an email from Avalara this past October, I was shocked to see such a high amount owed that I thought it was a scam. Also, the email had a different account number which made it more misleading. I called Avalara and was told by the customer service representative that no email of that kind was sent, and it must be a scam. The representative sent me an email to confirm our conversation. Then in March, someone tried to charge the credit card on file that higher amount. I thought that someone had gotten into the account. I called REMOVEDand was told that the charges were true. I asked to cancel due to being misled. I am a small business that REMOVEDuses the services this company offers, and I would have canceled when I received the original email if the customer service representative would have explained the charges. Avalara refused to rectify the situation, and stated that I owed that amount. The email stated that it was a deeply discounted plan that I had been on for years, and it had expired. I was never sent a written explanation of this new plan. Also, no one from the actual department would speak to me on the phone. I only spoke to customer service representatives who were unable to help and was told that a case was opened. Avalara must cancel this account for being misleading. I was unable to cancel due to lack of correct information. This is bad business and horrible customer service. I have filed multiple complaints with the government.

  

  Business Response

  Date: 06/09/2026

  REMOVED,
  Thank you for sharing your concerns regarding your recent invoice and the changes to your Avalara subscription. We understand your frustration regarding the pricing increase and the confusion surrounding the renewal communications you received.
  To provide context on the billing change, your account was previously enrolled in Avalara's REMOVEDSolutions (SoHo) plan. This plan included significant discounts, specifically a 100% discount on the AvaTax Connector (Shift4Shop) and an REMOVED% discount on the AvaTax Service. The SoHo plan was recently retired, and associated accounts were transitioned to our Standard plan at list pricing. The invoice for $561.95 reflects the expiration of your previously discounted pricing and the move to our standard rates.
  Following a comprehensive review of the account history, communications, and relevant call recordings, including internal discussions with leadership, we confirmed that the October 30, 2025 email was a legitimate renewal notification that included information regarding the upcoming renewal and associated pricing changes. Customers are provided an opportunity to review renewal terms and, if they do not wish to continue under the renewed pricing, submit a cancellation request prior to the renewal date. Based on our review, no cancellation request was received before the renewal was processed.
  Because cancellation requests and subscription changes must be submitted prior to the renewal date, we are unable to approve an exception to waive the invoice. The charges on invoice INV-REMOVEDare valid under the Standard plan pricing and remain due under the terms of your renewed subscription.
  We have processed your cancellation request to ensure your account does not renew for the next term, but the current balance remains payable.
  We appreciate your feedback and thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:05/22/2026

  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.

  My company used Avalara for sales tax compliance services. In late 2025, our subscription automatically renewed for another annual term totaling $11,663.19 without explicit approval from us. Shortly afterward, I contacted Avalara to cancel the service because we intended to move to another provider.During the cancellation call, I specifically asked whether a refund would be available for the unused portion of the renewed term. Avalara representatives acknowledged the request and stated they would look into what could be done. Avalara later reviewed the call internally and acknowledged in writing that the discussion created an expectation that some relief may be available.Despite this, Avalara ultimately denied any prorated refund and relied solely on the contract auto-renewal language, even though most of the prepaid services remain unused. Avalaras own dashboard currently shows that only 51 of 187 returns have been filed, with approximately 72% of the prepaid filings remaining unused.This issue also follows a prior Hawaii nexus matter where Avalara stated that we had reached the economic nexus threshold requiring registration and charged us to complete the registration. We later learned that this guidance was incorrect, causing unnecessary time and expense for our business. Avalara subsequently confirmed in writing that their original Hawaii nexus calculation method included credit memos as separate transactions and, after contacting the REMOVED, acknowledged that this approach was incorrect and updated their system logic accordingly.I made multiple good-faith attempts over several weeks to resolve this professionally and requested only a prorated refund for the unused portion of the renewed subscription term. Avalara declined to make any accommodation.I am requesting a prorated refund for the unused portion of the renewed term.

  

  Business Response

  Date: 06/01/2026

  REMOVED, 

  Thank you for sharing your concerns. We understand how this situation has impacted your confidence in our services, and we appreciate the opportunity to address the items outlined in your complaint. 
  
  Regarding the Hawaii registration, Avalara completed the registration in January 2025 based on the economic nexus threshold information available within AvaTax at that time. Subsequently, an issue was identified affecting Hawaii economic nexus calculations, where certain invoice activity was incorrectly included in the threshold determination. After this issue was brought to our attention, our Engineering team conducted a detailed investigation through multiple support and engineering reviews, and a correction was implemented as part of our April 2026 release. We recognize that this issue contributed to your concerns regarding the Hawaii registration and appreciate your patience while we worked to resolve it. 

  We would also like to clarify that the Economic Nexus Summary alerts displayed within AvaTax are informational indicators generated from the transaction data and configurations contained within the platform. These alerts are intended to help identify potential nexus exposure but do not constitute a comprehensive nexus study or a definitive determination of tax obligations. Businesses should consider their specific facts and circumstances when making registration decisions and may choose to perform a more detailed nexus analysis before proceeding with registration activities. 

  With respect to your Returns subscription, our records show that the subscription was renewed on December 30, 2025, with 187 prepaid returns. Prior to your cancellation request, Avalara filed 51 returns on your behalf in accordance with the active subscription. Once your cancellation request was received, we ceased filing activity as requested. 

  Following discussions regarding your concerns, including an internal review of the circumstances surrounding the Hawaii nexus issue and your request for compensation, we carefully evaluated whether a refund could be provided. After completing that review, we determined that we are unable to approve a prorated refund for the remaining unused returns because the cancellation request was submitted during an active subscription term and falls outside the circumstances eligible for refund under our subscription terms. 

  While we are unable to provide the requested refund, we appreciate the feedback you have provided. 

  Customer Answer

  Date: 06/03/2026

   
  Complaint: 24875689
  
  I am rejecting this response because: Avalara's response does not resolve the issues raised in my complaint.

  Avalara acknowledges that its Hawaii economic nexus calculation was incorrect and required correction. I have attached the original Avalara communication showing that REMOVEDwas identified as having "Met threshold states (100%)," including REMOVED. While the communication included cautionary language regarding potential obligations, Avalara's system specifically represented that Hawaii had met the threshold based on Avalara's own calculations. Avalara has since acknowledged that the underlying Hawaii calculation was incorrect and required correction. As a customer relying on REMOVED's compliance platform, it was reasonable for us to rely on those threshold determinations.

  Avalara also acknowledges that, during the cancellation process, a refund discussion occurred that created an expectation that some relief may be available. Despite that acknowledgment, no accommodation was offered.

  Finally, Avalara's own records show that only 51 of 187 prepaid returns were filed, leaving 136 prepaid returns unused. My request has never been for a full refund. I have only requested a prorated refund corresponding to the substantial unused portion of the prepaid services.

  Avalara's response confirms that:
  The Hawaii threshold determination was incorrect and required correction.
  A refund discussion occurred that created an expectation that some relief may be available.
  Only 51 of 187 prepaid returns were filed.

  Despite these circumstances, Avalara has declined to provide any accommodation whatsoever.

  I continue to believe that a prorated refund for the unused portion of the prepaid services would be a fair and reasonable resolution.

  Sincerely,
  
  Ben Floor

• Initial Complaint

  Date:05/06/2026

  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.

  I am a small business owner who has used Avalara for almost two years. The first year I was signed up just for AvaTax but going into my 2nd year they talked me into letting them handle my returns.This is where the problems really start. The total cost of the contract including filing all of my returns was $23,942.00 of which I have paid $14,661.57 so far. No returns have been filed by Avalara, the account specialists for my business have been a nightmare to deal with for implementation, and the implementation process has been all over the place. Way too many people with their hands in the project, creating internal confusion on what still needs done.I have advised multiple of my account specialists, the customer success team, AR, upper management including REMOVED. I have not received a single response back once I informed them of our companys decision to walk away from this relationship. I have not been able to confirm the refund will take place for the work we never received.We are prepared to take legal action for the full $14,661.57 we have paid Avalara where no work has been performed, unless Avalara makes a concerted effort to resolve this and refund our account immediately and accept the contract cancellation. This is an ethics and procedural issue within Avalaras business practices that we are happy to bring to light in local district court.

  

  Business Response

  Date: 05/14/2026

  Mr. REMOVEDappreciate you taking the time to share your concerns and regret that your experience with Avalara has been frustrating. We take matters like this seriously and would like to clarify our position based on a review of your account and service history. We also note that this update was shared with you directly on May 8. 
  
  Regarding your concern that services were not provided, under the terms of the agreement Avalaras responsibility is to make the subscribed services available and to support the onboarding and implementation process. In this case, our records show that these obligations were met. The REMOVEDteam was assigned and began outreach as early as February 2026, with multiple attempts made to obtain the required information needed to complete onboarding. While the service was not ultimately brought live, this was due to incomplete onboarding inputs rather than a failure by Avalara to provision or support the service. 
  
  We understand your feedback regarding the onboarding experience and recognize that it may have felt disjointed. Our records indicate that our teams consistently followed up to move implementation forward. Certain delays were tied to outstanding items required for setup, including state registrations and historical filing data, which are necessary prerequisites and fall outside of Avalaras direct control. 
  
  With respect to your request for contract cancellation and refund, the agreement established defined services, pricing, and a contractual term. Avalara staffed and made those services available in accordance with that agreement. As such, we are not able to approve a termination with refund.
  
  Your subscription remains active, and our team remains available to assist you in completing onboarding. Should you decide not to continue beyond the current term, you may follow the non-renewal process outlined in the Avalara REMOVEDWe appreciate your feedback and remain available should you wish to re-engage with our team to move forward. 

  Customer Answer

  Date: 05/22/2026

   
  Complaint: 24823412
  
  I 100% reject the response from Avalara.  As I stated in my original complaint, they misled me during the pre-signing sales process and never disclosed the scope of the implementation to me.  They advised me that the managed returns could be set up within 3 weeks, yet they wanted to have the "Kickoff Call" 3 weeks after I signed the contract.  I was the one who had to initiate and push for an earlier "Kickoff Call" that was still almost 2 weeks after signing the contract.  Not until after the "Kickoff Call" did they disclose the scope of the implementation.  The implementation process for managed returns can be extensive and unless you have a dedicated internal team to perform their tasks, or you already have everything they need, then this process could be insurmountably large.  Additionally, nowhere in their terms does it provide any clear explanation of what businesses will be responsible for during the implementation.  It's vague, intentionally vague, lingo.  Of course businesses are responsible for supplying "Data". 
  
  Why don't you guys just make it cut and dry and put a list of at minimum the basic things a business needs prior to you guys beginning true implementation?  I know why, and it's because you don't want to.  This is a common practice for Avalara, and it's evidenced by the negative BBB complaints and reviews, Reddit forums, online reviews, etc.  If there's a case or two, there's smoke.  If there are this many businesses all claiming that Avalara has defrauded them of their money, then it's fire.

  
  So in summary, I 100% reject this response from Avalara.  They are a very unethical company, who has built a reputation of preying on small businesses and intentionally misleading them pre-contract to get them tied to their terms, then never letting the customer back out.  I have been advised by legal counsel that this is certainly not Avalara's first rodeo, and that their terms essentially make it impossible for customers to go after them legally.  This includes but is not limited to JAMS Litigation, Forum Clause, Class Action / Jury Trial Waiver, and more! 
  
  They intentionally loop in people on email chains that you've never worked with at Avalara to create confusion about who your point of contacts are.  They stop responding the moment you try talking to them about canceling auto-renewal, closing your account, or paying it off. 
  
  They can stand by their terms, say that they were "available" to execute the implementation, and claim that I never provided them what they needed.  That doesn't answer the root cause of the problem though, which is why their business practices are so deceptive and unethical?  Why do they need to hide all these things within 2-3 different sets of terms?  It's because they know they are manipulating businesses and this is the only way they can get away with it. 
  
  Additionally, they are trying to make me pay more than what is on the signed contract and my account manager has now gone silent again.  I initially sent an email asking for the total payoff amount and he said that I would be receiving (2) separate invoices for $4,459.46 each.  I confronted him about the total amount he claims I still owe as I have paid $19,121.03 towards my signed contract of $23,942.00.  The total balance due should be $4,820.97.  Once I sent this email to him, no response.
  
  At the end of the day, I would never recommend someone to do business with Avalara.  They outsource everything they can overseas and have awful customer service.  Deceptive, Misleading, and Unethical are the words I would use to describe Avalara.
  
  Truly, scum of the earth.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/03/2026

  Mr. REMOVEDappreciate the opportunity to respond to the additional concerns raised in your rebuttal and to provide clarification regarding your account and contractual obligations.
  
  Avalara is not attempting to collect amounts in excess of the contractual value of your executed agreements. In October 2025, your AvaTax subscription renewed for $5,899. You entered into a separate agreement for REMOVEDReturns REMOVEDand REMOVEDSupport totaling $23,942. Together, these agreements represent a total contractual commitment of $29,841.
  
  Our records show that payments totaling $19,120.94 have been received to date. Based on the contractual billing schedule, the remaining balance was originally $10,720.06. Avalara subsequently applied a credit adjustment of $4,331.25 related to the cancellation of REMOVEDservices, reducing the remaining balance to $6,388.81. One unpaid invoice in the amount of $4,459.46 remains outstanding, and a final invoice associated with the REMOVEDReturns REMOVEDagreement is scheduled to be generated in August 2026 pursuant to the agreed billing schedule. The remaining balance owed is calculated based on the total contractual value less payments received and applicable credits.
  
  We also acknowledge your concerns regarding implementation expectations and onboarding requirements. Avalara does not agree that implementation scope or onboarding responsibilities were withheld or undisclosed. Throughout the implementation process, Avalara conducted planning, discovery, and project status meetings during which implementation requirements, customer responsibilities, and required onboarding activities were discussed. These discussions included state registration information, state login credentials, funding authorization, API implementation requirements, return setup requirements, and other customer action items necessary to proceed with onboarding.
  
  In addition to these discussions, Avalara maintained ongoing communication through emails, project documentation, and meetings designed to guide the implementation process. Our records indicate that Avalara remained actively engaged throughout the project and repeatedly followed up regarding outstanding onboarding requirements. While we understand that the implementation process may have been more involved than anticipated, our records show that the necessary requirements and customer responsibilities were communicated during the onboarding process. Our records further indicate that implementation could not progress until certain required onboarding items and information were provided. As those items remained incomplete, the project was unable to move forward to completion.
  
  We understand that you disagree with Avalara's position and are dissatisfied with your experience. However, after reviewing the account history, contractual agreements, billing records, and implementation activity, Avalara maintains that the services were made available in accordance with the agreements and that the amounts billed remain consistent with the contractual obligations accepted at the time the agreements were executed.

  Customer Answer

  Date: 06/03/2026

   
  Complaint: 24823412
  
  I am rejecting this response because Avalara is still failing to acknowledge their highly misleading and unethical SALES practices.  They continue to claim that our business failed to complete the steps necessary for onboarding, which is true, but are failing to acknowledge that they did not disclose what would be necessary to implement and onboard prior to having me sign the contract.  This is a classic example of them hiding the scope of work involved until after the customer is already contractually obligated to pay for the services.

  Also, I was told by REMOVEDthat we could be onboarded within 3 weeks prior to signing the contract.  After signing the contract, Avalara didnt even want to have the onboarding call until 3 weeks later.  
  

  This fact brings me to my next point

  How does Avalara know how long it will take to onboard a customer if they dont know the true scope of work involved until after a contract is signed?  If they dont know this information yet, they shouldnt mislead customers beforehand.

  Also, the REMOVEDsubscription service that auto renewed was included in the contract I actually signed, and the billing for the AvaTax subscription was held until we worked out the specifics of the Manager Returns contract.  Once we finalized that contracts details, the line item was specifically transferred onto the new contract and included in the total price.  
  

  Avalara is blatantly and intentionally leaving out key pieces of information in their responses.  At this point our company will not provide another dime to Avalara until our attorney has had a chance to provide his official communication to them.  Nevertheless, this matter is now going the legal route with Pro Facility Source having zero intention of paying any further balance to this incredibly unethical company.

  Good luck

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/29/2026

  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.

  I am filing this complaint regarding ongoing issues with Avalara related to contract terms, billing, and service delivery.After signing the agreement, I was not informed that an additional paid service was required for the system to function with QuickBooks. It then took nearly two months to receive adequate onboarding support, followed by additional delays before accurate information was provided. During this time, the service was not usable as represented.There is also continued confusion and inconsistency regarding the contract terms, including the number of filings and contract duration. Despite multiple requests, I have not received clear, consistent answers. I have also been repeatedly sent new agreements with unclear terms, which I have declined to sign.I have already paid setup fees for REMOVEDand REMOVEDbut did not receive proper onboarding or a functional service. Despite this, Avalara continues to pursue payment for outstanding invoices.I am requesting the following resolution:* Termination of the agreement without penalty due to misrepresentation and failure to deliver services as sold * Removal of all outstanding invoices * Refund of the setup fees paid * Written confirmation that my account is closed with no remaining balance I have attempted to resolve this directly with Avalara, but the issue remains unresolved.

  

  Business Response

  Date: 05/07/2026

  REMOVED, 
  Thank you for bringing this to our attention. We understand your concerns related to the integration requirements with QuickBooks, the delays in onboarding, and the lack of clear and consistent communication. This is not the experience we aim to provide, and we regret the inconvenience caused. 
  After reviewing your case, we have agreed to honor your request to cancel the agreement without penalty. We appreciate your cooperation in submitting the cancellation form; our team is working to issue credits for outstanding invoices and process refund. 
  We appreciate your patience while we complete these final steps. 

  Customer Answer

  Date: 05/07/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED