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 3 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

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:12/05/2022

  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.

  On June 28th 2022 I purchased a standard DBA through leagalZoom And also purchased the $99 business license package. I have not received any information in the mail or via email stating whether it has even been started. ********** was supposed to be easy and helpful for someone who needs assistance with starting a business. They took my money and then stopped helping.

  

  Business Response

  Date: 12/14/2022

  *******, thanks for bringing your concern to our attention and giving us the opportunity to assist. We recognize your frustration and apologize for any confusion in the process of ordering your business license. After receiving your complaint, we reviewed our records and were unable to find an active account with us. We then reached out to our partners at LegalZoom, and learned that the license order had not been triggered as they were missing a scanned copy of the filed DBA. Upon discovering this, ********* made numerous attempts at contacting you to explain the concern and remedy the issue. It is our understanding you have not responded to their team. We, along with LegalZoom, remain open to working towards a solution with you. If you are still hoping for assistance, please follow up with their team directly. Otherwise, we wish you and your business the best in the future.

  Customer Answer

  Date: 01/02/2023

  Hello, *************** about my business license package. I sent a copy of my scanned dba to avalara and now how not heard back from them. 

  

  Business Response

  Date: 01/07/2023

  *******, thank you for following up. We just received the notification from our partners at LegalZoom indicating that the link to the License Report questionnaire had been sent and you have completed the questionnaire. We have concluded the service that was purchased and delivered the final report.  Please let us know how else we can assist.

• Initial Complaint

  Date:10/18/2022

  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 used Avalara through LegalZoom to start an LLC. It was paid for through my business license package from legal zoom for $40. I filled out a questionnaire on June 15th and they said I needed two licenses but did not state what it was and since I was doing this myself, I assumed since these were "reputable " businesses, I must be needing them. I went ahead with the process of Avalara and it was an additional charge of $349. I paid and then got my license package info. Turns out it was for ** state tax license...which I had already filed for myself a month prior. If I was aware, I'd have not continued the process. That was very deceiving on Avalaras side. I contacted and asked for refund the VERY NEXT DAY. Opened a case with them and ended up receiving a refund from Legalzoom for $40 on June 24th. I contacted them on June 27th by email letting them know I also paid $349 to Avalara for the service I did not receive. I sent MULTIPLE emails to multiple directories through Avalara and then made phone calls asking why there was no resolution. Only to be told I needed to start a new support case. On Aug. 3rd I tried to begin another case and couldn't submit bc I no longer had a login or password and received a bounce back email from support that that email directory is not monitored? So, when you click help for forgot password, they responded with this is not a monitored email?! I also called Avalara again and then called Legalzoom to complain that they still have yet to refund me for a service never used and I've gotten NO response. It's amazing how easy they responded to have Legalzoom refund my $40 but getting THEM to respond and refund money i Paid THEM.. IMPOSSIBLE. This company is a disgrace and has no support. I can't imagine if I actually had to use them for a service how awful contacting them may be. I just would like my $349 back. Thanks.

  

  Business Response

  Date: 10/28/2022

  *****, thanks for bringing your concerns to our attention and giving us the opportunity to assist. We recognize your frustration and sincerely apologize for any inconvenience. In reviewing your account, we noticed that the original refund request was submitted with Avalara License Guidance as the selected service to be refunded. Our team identified that specific order as paid to LegalZoom and therefore closed the refund request on our side. We apologize for the frustration this caused. Since receiving your complaint, our team has initiated the appropriate cancellation on your behalf. The $349 refund is still being processed and may take a few days to complete, but in the meantime we remain committed to supporting you in any other way we can. Please reach out to our team at [email protected] with any further questions or concerns about this matters. Should we not hear from you again, we wish you and your business the best in the future.

  Customer Answer

  Date: 10/31/2022

   
  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:08/15/2022

  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.

  Date of Transaction 10/19/21 Avalara offers use tax calculation and submits tax to corresponding states. We do about ******* orders/invoices per month with a total o **** invoices per year.I spoke to their salesman *****************************, who gave me quote based on above invoice number calculation and we assumed a tier between ****-****. We picked the lower tier. In the past 2-3 months, I noticed that Avalara started upgrading my tier from **** to ****, and again to **** and they are planning to upgrade it again to ****. When I asked, they told me that they base their calculations on invoices count and other additional factors. These additional factors caused my bill to double and excepted to keep going up.I had many emails and couple of zoom meeting to charge me based on invoice count as I was promised but they won't do that. They offered me $500 discount.See the agreement and email from salesman clouting tier based invoice count

  

  Business Response

  Date: 08/22/2022

  ******, thank you for taking the time to share your concern and raise it to our attention. We aim to offer our customers a reliable and easy-to-use solution, and were sorry for the frustrations youve experienced with billing.
  
  We understand your team was voiding transactions with the assumption that they would not be billable activity towards your account. As expressed in our terms and conditions (https://www.avalara.com/us/en/legal/avatax-terms.html), any alteration of documents is billable activity. We also understand there was uncertainty about billing for API calls. It has been observed that our support team shared a link on 06/09/22 detailing how we calculate usage and the explanation of API calls. We acknowledge that billable usage can be complex, and we hope these shared resources have provided your team better understanding.
  
  As mentioned in your complaint, our team has already offered in good faith to refund 50% of your purchase. We recognize from your conversations with your account manager and our Customer Excellence team, you are not willing to accept the 50% refund. Additionally, our team has offered to opt you out of auto upgrade and has explained that should you approve this, each transaction after you cross the next tier will be $1 moving forward.
  
  We remain committed to supporting you and your business. If youre willing to continue working towards a resolution with us, please follow up with your account manager and the Customer Excellence team directly. Thank you.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17720304
  
  I am rejecting this response because:

  1- Your 50% discount only applies to the upgrade fee.

  2- The agreement that Avalara representative has discussed and signed with us was to bill based on invoice count. We found later that you have a different method of calculations that was 200% ( and rising) of the initial quote.

  3- Please charge me based on number of invoices as you can see in the email and agreement attached.  I have **** invoices processed thus far. Which makes the 2 upgrades unnecessary. 

  4- Your calculations of ****+ is more that triple what we had agreed upon signing the agreement. 

  5-You should have shared these calculations before signing not after signing and your sales representative should have provided an accurate method of calculating charges.

  
  
  Sincerely,
  
  Bassem Azkul