Complaints

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

close

Find a Location

Avalara Inc has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started Avalara's MyLodgeTax service on 4-23-23 and ended service on 11-8-23. In total, I paid $488, of which $27 was refunded (on 8-8-23). This comprised a $326 setup fee and six monthly subscription payments for $27. Their promise: "Let Avalara take over the complicated and intimidating task of keeping up with tax rules and rates, due dates, filing requirements, and more with Avalara MyLodgeTax."They failed to do any of this. They made the process more complicated and time-consuming. They didn't have the correct tax rules or due dates. They completely blew off a deadline to renew permits for my short-term rental. When I brought this to their attention, they told me to file it myself.The one tax return they actually filed was incorrect, resulting in penalties and extra hassle. They wouldn't have filed it at all if I hadn't corrected their filing frequency.So I paid for this service and didn't get any benefit from it. I raised these issues with them via email and phone calls, but they haven't done anything for me despite having been paid.When they actually responded to my complaints, it was typically with excuses and deflections. The only concession was one refund for $27.In the meantime, I'm out almost $500, and instead of getting peace of mind, I got constant stress. Instead of less work, I got a mountain of hassle. Meanwhile, they had me out here gathering information about the taxes that they can now use to help their other clients. The business hasn't taken steps to resolve this since I canceled my subscription on Nov. 8. I outlined my concerns and asked for a refund, but all I got was acknowledgement from a customer service rep that he had forwarded the messages to the appropriate people. They never responded.

  

  Business Response

  Date: 01/25/2024

  REMOVED,

  Thank you for bringing this to our attention. We aim to provide the best support, and we are sorry to read you experienced otherwise. We apologize for the delay in response when trying to get your concerns addressed. We understand a member of our team has been in contact with you and has submitted a refund of the services. We ask that you follow up with the Tax Manager directly for updates regarding this refund.

  We wish you and your business the best in the future.

  Sincerely,

  Avalara MyLodgeTax Team

   

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED. My money is being refunded, so I'm closing this case, as there's not much else that can be done. This was a terrible experience and I hope the business takes steps to improve its service. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair 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.

  Late 2022 REMOVEDwith Avalara, Zoomgeeks, and Alliance were to build an integration for our accounting software to file returns for us and keep our system updated. During this situation, REMOVEDconfirmed multiple times that we would be canceled if this project was not completed. We went ahead and paid the first year, with expectations that this would be complete. It was NEVER completed. Fast forward, to EOY 2023, cancellation form fails to work, no response from emails sent to avalara to cancel. Since it should not have been an automatic renewal, we simply did not pay the bill INV08479499. Now I am being told that without obtaining ANY actual product to use, after paying REMOVEDfor 2022-2023, I am being told we owe $10895.00 MORE now. That is over $21k for NOTHING. I need this removed off of our account ASAP.

  

  Business Response

  Date: 01/26/2024

  REMOVED, thank you for taking the time to share your concerns with us. In our review of your account, we recognized your purchased products, Returns and Avalara Tax Research, are both live and running for your business. We understand how unexpected costs would be upsetting, and therefore our team sent an inquiry on January REMOVEDyour complaint. Being that we have not been met with proof of cancellation request prior to renewal, we have found the invoice to be valid per our terms and conditions. Hoping to prevent any future discrepancies, our team has submitted the cancellation on your behalf. Please reach out to the REMOVEDteam directly for updates on this process.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21170425
  
  I am rejecting this response because: I have sent proof of attempt of cancelation, your website refused to accept it. I sent proof that it should have been canceled if they were unable to provide the services set up to begin with. This should have been canceled many times already. I also received zero response to the cancellation proof email and zero response to the copy of the cancelation website print out I emailed showing the website would NOT accept a cancelation. This is beginning to appear as just a scam company.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/05/2024

  REMOVED, we understand you provided emails to our team that outlined conversations with our sales team prior to signing, but we have not found a request for cancellation prior to the renewal date. However, we understand the cancellation policy was not clearly expressed in the communication with our sales team so weve canceled the account as nonpayment which will not be placed with any collection agencies. We wish you and your business the best in the future.

• Initial Complaint

  Date:01/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since establishing an account with this company, there has been issues with the tax authority. The company submitted my initial payment using the wrong information and address (I have an email with the company stating this). Since then, EVERY quarter there has been an issue with the taxes and amounts due/paid. I have submitted numerous cases to resolve. Each time, I am told it is but then the next quarter it is not. In the most recent one, it was for something they said they had already resolved in the fall but in fact was not. The company then told me on multiple occasions someone would follow up but has not. In fact the company has not responded to any additional emails or phone calls since December. I now have a balance due and a company who has taken my money every quarter but has not fulfilled their service of filing correctly. At this point, I feel like my money has been stolen from me and not paid to the tax authority given no one is responding or helping.

  

  Business Response

  Date: 01/24/2024

  Thank you for sharing about your experience using Avalara MyLodgeTax. Were sorry to read you experienced challenges, and we understand its been frustrating.
  
  We looked into the matter and learned that our team has already been in communication with you directly regarding your experience, and that youve reached a resolution. We strive to offer the best experience we can to our customers, and were sorry if yours was off the REMOVEDWe are glad to have been able to resolve your concerns and look forward to supporting you moving forward. 

  Customer Answer

  Date: 01/24/2024

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

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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 spent over 2 months trying to contact my Account Manager about cancelling one of the two services that we have. I called and left voicemails, e-mailed multiple times, submitted a case. Nothing. Today I called and was on the phone for over a half hour with another individual who attempted to reach out to my account manager and her boss to have someone finally reach out to me. It shouldn't take me calling and being on the phone for REMOVEDto complete a form online and said that I would be required to pay all charges related to the current agreement. Had I been informed in a timely fashion after my first attempt to contact her that I just needed to submit a cancellation form online, I could have had it completed before my last renewal which would have saved my company a decent sum of money. I'd kindly ask that we are refunded for the total amount and not a proration of the invoice given the account manager's inability to respond to me in a timely fashion.

  

  Business Response

  Date: 01/21/2024

  REMOVED, thank you for bringing this to our attention. We apologize for the frustration in attempting to contact your account manager and we appreciate your feedback. As explained in an email following your complaint, the Sage connector charge accounts for $414.00 of the total invoice in question. In reviewing our records, all support cases and contact attempts took place following the October renewal to which we sent a renewal notice for on August 31. In good faith, we are offering a 50% refund of Sage charge that youve requested cancellation. The $207.00 refund was submitted for approval on 1/19/24. Please follow up with the Customer Excellence manager directly for any updates regarding this refund status.

  Customer Answer

  Date: 01/23/2024

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

• Initial Complaint

  Date:12/19/2023

  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 signed up for Avalara My REMOVEDon 12/27/2023.I have a short term rental, which I mainly rent through Airbnb, and occasionally VRBO. AIRBNB remits my taxes, VRBO does not.So I signed up for Avalara mainly to have them handle my STR permit yearly renewal, which is quite daunting to do myself.When I signed up with Avalara, my permit renewal was due exactly 1 month later. Avalara told me they could not help with my renewal:"As a note, it takes approximately one month for our licensing department to establish the licenses and tax accounts for your rental. Since you signed up with MyLodgeTax in December, we will establish your tax accounts to be effective 1/1/2024."I thought, fair enough, I didnt sign up in time. So I did the renewal myself.I paid $299 one-time Setup Fee and $20 monthly since Dec 2022. Now, it is time to renew my permit again (I just received renewal notice yesterday, 12/18/2023). I contacted Avalara to check if this was on their radar - as I didnt want them to say its too late again! Technically, the permit renewal is part of their service.But to my surprise I received the following response:We are unable to renew this license as of 1/1/2024, please renew on your own. We apologize for any inconvenience; the application has requirements we are not able to complete for the owners.According to this last message, Avalara was made aware of the new licensing requirements preventing them to renew on behalf of owners only a few days after I signed up for their services. They did not communicate this crucial change in their services to me. I would have immediately canceled. Avalara continues to false advertise STR permit renewal as part of their package.I have now cancelled my subscription, but I have formally asked for a partial refund of what I paid them.I have called and emailed and asked to escalate this to management, but they of course do not care.

  

  Business Response

  Date: 12/28/2023

  REMOVED, thank you for sharing your experience and bringing this situation to our attention. Were committed to offering our customers a reliable and easy-to-use solution, and were sorry if we missed the REMOVEDin your case. 
  
  Our team did receive your requests for cancellation, and cancellation was successfully processed on December 18, 2023. We also received your requests to speak with a manager (from our support team and through this BBB complaint) in regards to a refund. Please know that your case was escalated. A manager on our team has been assigned to your escalation and will be following up with you, but due to the timing around end-of-year holidays, communication may unfortunately take longer than is standard. 
  
  Were sorry to read youve experienced frustration and that your expectations for service have not been met. We will be following up with you directly.
  
  Thank you. 
  
  

  Customer Answer

  Date: 01/04/2024

  Please reopen complaint as I have not been contacted from the business, contrary to what they responded 

  

  Business Response

  Date: 01/12/2024

  We apologize for the delay in communication. As mentioned in our last response, the holidays can unfortunately cause a longer response time than what is standard. We understand that you spoke with a member of our team on Jan 5 where you were informed that a refund had been submitted for $539. As advised in that conversation, you should have received REMOVEDreceipt for the refund to the email on file and allow the 3 - 5 business days for the refund to process. Thank you for your patience.

• Initial Complaint

  Date:12/07/2023

  Type:Customer Service 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.

  Paid for a business license through REMOVEDand was told I purchased sales tax, and I filled out the business application. Avalara cancelled the order and sent me an email to fill out a cancelled form which I completed 11/8/23 and I was told it would take REMOVEDbusiness days. I have called and emailed many times and customer service is Terrible and all of their staff members are Rude and not helpful. I ask to speak with a manager and that did not happen. I was lied to by a staff member of the sales tax department that she filled out the cancellation form on my behalf that was a lie, and I completed the form on 11/8/23 and received confirmation it had been received. I would like my refund. This is the worst company to obtain any type of services.

  Customer Answer

  Date: 12/15/2023

  I filed a complaint against Avalara due to bad customer service and I have requested my refund, and I was sent an email stating, please allow 10 to 15 business days from the date you submitted the cancellation form for your refund to be processed. I received an email that the refund was approved, and it would REMOVED-8 weeks for my refund to be processed. They are lying to customers and that as a whole is a bad business practice. This business should be closed down as they are taking money from customers and not providing a good service at all, and they have so many complaints like this complaint.

  

  Business Response

  Date: 12/15/2023

  REMOVED, thank you for bringing this to our attention giving us the opportunity to resolve your concerns. We sincerely apologize for the delay you experienced in receiving your refund. Following your complaint, a member of our Customer Excellence team worked with our accounting team to help expedite your refund. We have confirmed that your refund was processed electronically on Dec 14 and you should expect to receive your refund within 1-3 business days. Please follow up with the Customer Excellence Manager directly for any additional updates on this refund request. We wish you and your business the best.

  

  Business Response

  Date: 12/18/2023

  Due to the holiday season and staffing constraints, our standard processing for refunds can take up to 6-8 weeks, though refunds are likely to be processed before the 6-8 week ETA. We want to best set expectations on timelines, which is why we quote 6-8 weeks as standard. However, due to the escalated nature the request, our team worked directly with accounting to expedite the refund request, as we mentioned in our last response. We also mentioned in our previous response that the refund has already been processed and should be received within 1-3 business days from Dec 14th. The desired resolution for this complaint has been met.

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are an e-comm retailer and did REMOVEDtransactions last year through 3rd-party marketplaces. Sales tax calculation/collection/remittance for those transactions is handled entirely by those platforms.In September, we launch our own direct-to-consumer website. As we are responsible for sales tax on purchases made through our own website, we hired Avalara to provide calculation and collection at a cost of $0.23 per transaction.We also hired Avalara to file our sales tax returns, prepaying $4,745 for 1 year of returns. Before signing up for prepaid returns, we asked the sales representative if the prepayment amount was all-inclusive of the cost to manage the returns and rep confirmed to us that it was.However, filing the returns requires us to manually upload all of our transactions from 3rd-party platforms so they can be included informationally.Avalara has been charging us for each one of the 3rd-party transactions as if they were transactions through our website, even though AvaTax provides absolutely no services on our behalf related to those transactions.We did not know this until our credit card on file began getting automatically charged for the 3rd-party transactions without our knowledge or consent.We've now been charged $8,408.96 in transaction charges for processing fewer than 150 transactions through our website. We were also charged an additional $1,151.14 in upgrade fees when our plan was automatically upgraded to a higher-volume plan.In addition, once we exceeded REMOVEDtransactions, Avalara went from charging us $0.23 per transaction to $1.06 per transaction, which I had no knowledge of and no record of agreeing to.I have reached out to Avalara repeatedly for their help in resolving this and they insist my case is resolved without providing any answers. I have specifically asked for a copy of our pricing agreement (because I never received one and there is no information available via our account online), but have received no response.

  

  Business Response

  Date: 12/07/2023

  Mr. REMOVED,
  

  Thank you for taking the time to share your experience and bring it to our attention.
  

  Upon receiving your BBB complaint, we researched your account and spoke with your account management team, who has been in direct communication with you. We understand that you were charged AvaTax transaction fees for transactions that you imported from your third-party marketplace sales,which also resulted in usage upgrades, all of which was unexpected. We apologize if pricing and expectations were not clearly set, and recognize how this would be frustrating.
  

  Your account management team is working with you directly for a refund of AvaTax usage and upgrade charges, as well as a go-forward plan for your account. Please continue to work with them, as well as our Customer Excellence team, who will be following up with you directly by early next week.They are in the best position to assist you.
  

  We strive to offer the best service possible for our customers and the billing frustrations youve experienced are not what we want.We are committed to working through this with you, and hope to continue to support your business moving forward.

  
  

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. The company has refunded the transaction charges and is helping us find a work-around to the way transactions will be charged in the future. Special thanks to REMOVEDfor her help in getting this sorted out.
  
  Sincerely,
  
  REMOVEDStreets

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avalara owes me a refund of $702 and has since September 8th. The refund is because of some accounting cleanup they did to join two accounts. They charged me the amount needed to get all of my returns onto one account but did not actually issue the refund for the returns I had purchased separately (that they wanted under my main account).They claim they mailed me a check in late September but I did not receive it. It was send to our old location but since they did not notify me at the time of sending a check, I was unaware that our billing address was even outdated since we had updated or business location under the main settings promptly when we moved. I was told about the check on 10/31, so we checked our old mailbox and when I didn't find it I told them on November 3rd that I had not received the check. (note that we did have mail forwarding set up and have received many forwarded letters but nothing from Avalara). No new check or refund of any kind has been issued. I have called several times and each time they say accounting will be reviewing it "soon". We're going on three months of them holding my money and I just want the refund I am supposed to receive.

  Customer Answer

  Date: 12/05/2023

  The check has been sent and received, this complaint needs no further action. Thank you!

  

  Business Response

  Date: 12/11/2023

  REMOVED, thank you for bringing this to our attention. We understand that a replacement refund check was sent, though we apologize that our team did not properly communicate this to you prior to the complaint submission. Thank you for confirming that youve now received the refund check. We wish you and your business the best in the future.

• Initial Complaint

  Date:11/22/2023

  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.

  We purchased a subscription with Avalara to manage our VAT matters last year and shortly thereafter discovered that we dont need the services. I contacted them to cancel all subscriptions and pay off any remaining balance per the contract and received confirmation from their support that all subscriptions had been canceled. They denied my request to pay off the remaining balance throughout the subscription term and insisted that the payments must be made monthly until the subscription period is ended. We have now been invoiced for several months beyond the subscription term and are being harassed by their accounts receivable department which is demanding payment for monthly invoices extending past the subscription term. I tried numerous times to resolve the issue by replying to their accounts receivable REMOVEDasking for the contract and explaining that the service period should have expired by now and there should not be any remaining balances to be paid. However, they simply kept replying in the same email thread demanding payment without providing any of the information I requested or acknowledging having received my replies for that matter. I sent at least 3 reply emails regarding this issue that were not acknowledged to this day. I am demanding that the emails stop and any unresolved balances be cleared as the services have been canceled formally long ago. This company does not help you and it has been a nightmare from the very beginning. I strongly discourage anyone from entering a contract with them.

  

  Business Response

  Date: 12/01/2023

  REMOVED, thank you for taking the time to bring your concerns to our attention. We strive to offer the best service possible for our customers and the billing frustrations youve described are not what we want. We apologize for the error that took place in your cancellation and we understand how unexpected costs would be upsetting. Following your complaint, our team worked to identify the error and immediately canceled the invoices, as well as began the case to issue a refund for any funds incorrectly debited. To complete this process, please follow the instructions sent to by our collections team. Thank you.

• Initial Complaint

  Date:11/16/2023

  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.

  We're using Avalara for our Tax calculation for few years now. For the period between 12-23-2022 to 12-23-2023, we subscribed a plan for REMOVEDTransactions for an annual value of $70,195 or $0.14 per document. On 11-07-2023, we received an invoice for an Auto-upgrade of our tier from REMOVEDto REMOVEDdocuments, the surcharge being $158,330, with this surcharge, the cost per document increases from $0,14 to $0,30. We checked our usage in the Product and Usage and we were under REMOVEDso the upgrade was not necessary. We reached out to our account manager to try to get some explanations and got no explanation. After this phone call, I requested several time that this upgrade got voided and that our option got changed from Auto-upgrade to Overage in case we end up to go over the REMOVEDdocuments in our last month of our subscription. The answer I received:1. The usage published in the Avalara portal are wrong and some internal investigation are in-progress 2. Changing the option from Auto-upgrade to Overage is not possible outside a renewal About the point 1., the usage information in the portal are the only information available to us, if we can't rely on them we have no possibility of control, today our usage for the period is REMOVEDdocuments still less than REMOVED. About the point 2., it's incorrect, the Avalara Services Terms and conditions said that "At any time prior to exceeding the applicable usage tier, Customer may change the selected option." For these reasons, we're asking the auto-upgrade to be voided and our option changed from auto-upgrade to overage.

  

  Business Response

  Date: 11/27/2023

  REMOVED, thank you for your patience as weve worked to identify the issues youve described here. Following your complaint, a Customer Excellence team reached out with an update that our engineers identified the issue on why we're seeing higher usage and are working to fix it. With respect to the holidays causing some delay last week, our team remains committed to continuing to support you and swiftly resolve these concerns. Please continue to follow up with the Customer Excellence manager directly for updates. 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20882504
  
  I am rejecting this response because no solution has been provided, Avalara is still running some internal investigation.
  
  Sincerely,
  
  Regis Litre

  

  Business Response

  Date: 12/07/2023

  REMOVED, thank you for your patience as our team has worked to resolve this matter. As you were notified by our team, we had our reports updated and corrected to confirm that the usage transactions we currently see on your account is now correct. Our team also provided an estimate for the end usage you should expect to see by the 12/23/23 renewal. Our team is now working to issue a refund for the auto-upgrade cost, and will be sending over a downgrade that will need to be signed. Please follow up with the team directly so we can complete this process.

  Customer Answer

  Date: 12/12/2023

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