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:08/07/2025

  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.

  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 REMOVED,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">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 REMOVEDBeans 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 REMOVEDspending 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,
  
  REMOVED

  

  Business Response

  Date: 09/02/2025

  REMOVED, thank you for your response. We appreciate your willingness to meet and want to assure you that your concerns remain active and under review.
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">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.
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">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 REMOVEDService 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,
  
  REMOVED

  

  Business Response

  Date: 09/18/2025

  REMOVED,
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">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 REMOVEDstates. 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 REMOVEDsupervisors I met with in 
  September assured me they would keep me updated on their progress.... And, nothing. This is unacceptable. 

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/15/2025

  REMOVED,
  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,
  
  REMOVED

  

  Business Response

  Date: 10/31/2025

  REMOVED, 
  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 REMOVEDstate 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 have 

  hope that this issue can get resolved. We'll see. Time will tell. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/05/2025

  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 am writing to formally file a complaint regarding business practices by Avalara, the sales tax service provider, which have left us frustrated and unable to terminate our already-expired contract.We have been using Avalara for our sales tax compliance needs for several years, during which time we experienced numerous challenges including unresponsiveness from account managers and the need to manually remit taxes to the state of REMOVEDdue to Avalaras inability to fulfill that REMOVEDthe end of our most recent contract, we decided to transition to a competitor to better meet our business needs. Unfortunately, working with Avalara continued to be an issue. Specifically:We have now dealt with seven different account managers from REMOVED, and the most recent one was entirely unresponsive to our inquiries about canceling our services.Despite our decision to move on from Avalara and our explicit desire to not renew, we were informed that our contract was automatically renewed without our knowledge or consent (over 10K). We did not sign any renewal contracts.We have filled out and submitted Avalaras cancellation form multiple times, yet we continue to receive renewal notices, creating continued frustration and undue stress.Avalaras inability to process our cancellation requests or respect our decision to leave their service is both unprofessional and feels deceptive. We request your assistance in ensuring Avalara cancels our services immediately and does not bind us to any contract renewal we did not authorize or agree to.We believe this is a matter of business and consumer fairness, and we would greatly appreciate your help in resolving this matter. Please let us know if you need further information or documentation, such as copies of submission forms, emails, or notices we have received from Avalara.

  

  Business Response

  Date: 08/15/2025

  Dear REMOVED,

  Thank you for sharing your concerns. Were very sorry for the frustration and inconvenience this experience has caused. We understand how important it is for cancellation requests to be handled clearly and promptly, and we sincerely regret that this was not your experience.

  We have placed a full cancellation on your account and can confirm that no further charges will be incurred. In addition, we are currently working with our account management leadership to review and process a refund for the disputed renewal charges.

  Your feedback has been shared with the appropriate teams, and were taking steps to ensure that your concerns are fully addressed. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:08/01/2025

  Type: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.

  I had hoped Avalara, through AvaTax, would be able to assist me with filing my taxes in REMOVEDfor my new small business. They stated they would be able to assist me with my back filing and monthly filing moving forward by connecting with my invoicing software, Xero. They were unable to integrate with my software and their customer service was frequently unavailable to speak with directly, being routed to the sales line. They said I am unable to get a refund for my services despite the fact that they were unable to provide the service they said they would help with.

  

  Business Response

  Date: 08/11/2025

  Dear REMOVED,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Thank you for taking the time to share your concerns. Were sorry to hear that your experience with Avalara did not align with your expectations, and we understand how disappointing it can be when a service does not deliver as anticipated. Were glad we had the opportunity to speak with you on August 8 and further discuss the challenges you have encountered. Our team is currently reviewing the details of your account and the concerns raised during that call. Your case remains open as we continue working toward a resolution. We will follow up with next steps as soon as they are available. We appreciate your patience and the opportunity to assist.

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23688668
  
  I am rejecting this response because:

  If I accept the case it closes. As Avalara is still investigating what to do with my case and has not come to a resolution, I am not accepting this response.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 08/27/2025

  REMOVED,  
  We appreciate your patience as we've worked to resolve. As our team informed, a refund in the amount of $255.03 was processed on August 20. Depending on your banks processing timeline, it may take up to one to two weeks for the funds to appear in your account. We encourage you to keep an eye on your account, and if the refund is not reflected within that timeframe, please dont hesitate to reach out. Thank you for giving us the opportunity to resolve. 

• Initial Complaint

  Date:07/31/2025

  Type: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.

  Service cancelled in March 2024 with sales rep REMOVED. Conference call with website provider and REMOVEDon May 24, 2024 because account was not cancelled as promised. Cancellation was promised on May 24, 2024. Received confirmation of March 2024 cancellation from REMOVEDon September 4, 2024. Received renewal notice on 11/15/24 by email and immediately contacted REMOVEDat Avalara to say service was already cancelled and DO NOT RENEW. Received another notice on 5/2/25 saying service was renewed anyway. Contacted REMOVEDon 5/2/25 to say service should not be renewed. Was told to send cancellation request again and complied on 5/6/25. Cancellation was not processed until I received a notice of cancellation on 7/9/25. An additional $7482.72 was charged to my credit card on 7/31/25 even though I never agreed to charge and had actually changed credit card numbers since the issues arose in early 2024.

  

  Business Response

  Date: 08/08/2025

  Dear REMOVED,
  Thank you for bringing this matter to our attention. We understand how frustrating this experience has been, especially after multiple efforts to cancel your service and prevent renewal charges. We're very sorry for the confusion, the delayed resolution, and the inconvenience it has caused. 
  After reviewing your account and the timeline of events, we can confirm that a refund in the amount of $7,482.72 has been approved and processed. Our team is keeping the case open until youve confirmed the funds have posted to your account.  
  We truly appreciate your patience throughout this process and remain committed to ensuring this is fully resolved to your satisfaction. If you have any additional questions or need further support, please dont hesitate to reach out. 

  Customer Answer

  Date: 08/08/2025

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

• Initial Complaint

  Date:07/31/2025

  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.

  This company have failed to provide a service a purchase two months ago but it is charging my company for services they are not providing. I purchase sales tax software, including guided implementation and other add services. Every time I get in touch with an implementation specialist, they are unable top answer my questions and they place a request for additional support and I have to wait again, this is been going on for two months. I didnt know that the contract was effective as soon as I signed the contract, I thought it will be effective as soon as the software was implemented. When I tried to cancel they came back to me saying that the cancellation will be effective at the end of the contract. I am trying to make it work with them for the remainder of the contract but time after time they failing providing adequate support. I requested for another implementation specialist and told them what I am expecting to achieve with this call I schedule for tomorrow August 1st, 2025. Also requested the refund for the two months I was charged, since the implementation is not completed and the two business registrations I paid and no longer need. Please let me know if there is anything I can do to prevent this company to take advantage of more people.

  

  Business Response

  Date: 08/08/2025

  Dear REMOVED,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Thank you for taking the time to share your concerns. We understand how frustrating this experience has been, especially when you were expecting timely support and implementation guidance. We're very sorry that we did not meet those expectations. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">After reviewing your account and the challenges you've faced, we acknowledge that we fell short in providing a timely resolution. We are currently working with our leadership team to approve a full refund of $1,536.99, which includes the charges paid to date as well as the two unused business registration services. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">In addition, we are moving forward with canceling your account and ensuring all future billing is stopped. Our team is treating this with urgency, and youll receive a direct update as soon as the refund and cancellation are fully confirmed. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We appreciate your patience as we finalize this process and truly regret the inconvenience this has caused. If theres anything further we can do in the meantime, please dont hesitate to reach out. 

• Initial Complaint

  Date:06/24/2025

  Type: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 have been attempting to resolve this issue for 8 months. I was sold a module of this software based on inaccurate information about how the platform worked and was overcharged on my first bill. In addition, I was not informed that I would not even be able to use the platform in Q4 of 2024 due to the filing deadlines. After requesting a resolution on the initial bill going forward it took me months to get in contact with anyone. I eventually went through the sales channel twice. Even after they connected me with 2 different account managers I have yet to receive a response. In the meantime, I continued to receive invoices with no response. It now looks like my account was reset and now I'm going through onboarding all over again and am being charged again. At this point, the only resolution I will accept is complete cancellation of my account and voiding all prior invoices owed. I am beyond frustrated and don't understand how any company can do business like this. I at least deserve someone reaching out to me to explain what has happen for the last 8 months. What started as a simple bill adjustment has now turned into the biggest waste of my time with zero resolution.

  

  Business Response

  Date: 07/03/2025

  Dear REMOVED,
  Thank you for sharing your concerns. We understand how frustrating this experience has been, and we sincerely apologize for the lack of clear communication and delays in addressing your requests. After reviewing your account, we can confirm that it is currently inactive. Our team is in the process of voiding all outstanding invoices associated with your account, in alignment with your request for full cancellation and resolution.
  We apologize for the inconvenience and time this situation has caused. Your feedback has been shared internally so we can continue improving our processes and avoid similar issues in the future.

  Customer Answer

  Date: 07/04/2025

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

• Initial Complaint

  Date:06/11/2025

  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.

  We have been using Avalara to file our sales tax reports for the state of REMOVEDin 2024 and prior years. In November 2024 we received a large invoice of $2937.30 " to adjust for increased usage" even though our sales were down. We requested an audit and the bill was revised to $1238.85. Our bill previously were approx REMOVEDper month. Then in January our bills increased to $574.97 with no explanation. We requested an audit again or information regarding the increased fees. We received no response until we had a meeting on 4/17/25 where we were informed that our contract had automatically been renewed even though we did not sign a new contract and there was an across the board fee increase to $574.97 - a copy of the unsigned sales order is enclosed. At that time we said we wished to terminate all services with Avalara immediately. We were informed we have to fill out an online cancellation form but that we would be obligated to pay the contract price through the end of the year. We need help cancelling the services without being locked into a contract that we did not agree to for all of 2025. We are selling the business and the buyer does NOT wish to use Avalara nor do we any longer.

  

  Business Response

  Date: 06/20/2025

  Dear REMOVED,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Thank you for taking the time to bring these concerns to our attention. We understand how unexpected costs would be frustrating, and we sincerely apologize for the confusion and stress this situation has caused. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">After reviewing the account in detail, we found that a renewal notice for the 2025 term was not sent to any contacts associated with the REMOVEDaccount. While automatic renewals are agreed to in the contract, we recognize that the lack of notice falls short of our service standards. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">In light of this oversight, our team has approved an out-of-term cancellation of the account. We are also pausing all collection activity while final steps for cancellation are completed. Your request to terminate services without further obligation for the 2025 contract term is being honored, and updates on the final cancellation details will be shared shortly. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We appreciate your patience as we finalize this resolution and thank you again for the opportunity to address your concerns. 

• Initial Complaint

  Date:06/01/2025

  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 have used Avalara for over 10 years to pay my monthly taxes to the local Hilton Head Island tax office for my short-term rentals. Since January of 2025, Avalara no longer needed to pay taxes to REMOVED, since REMOVED, the platform I use to book my rentals, was paying my taxes. I have contacted Avalara numerous times, and they assured me that they no longer had to pay my taxes and would refund me all the fees they have been charging me for a monthly subscription. They have not paid my taxes since 2024, yet they still have access to my bank accounts, and they are still debiting my bank account.

  

  Business Response

  Date: 06/18/2025

  Dear REMOVED,
  Thank you for taking the time to share your concerns, and for your long-standing relationship with Avalara. We understand how frustrating this situation has been, especially when dealing with subscription charges that felt unexpected. We apologize for any confusion and for the delays in resolving this.
  To clarify, we have processed a refund for all subscription fees billed from January 2025 to the present. If you havent seen that refund reflected in your account yet, we recommend checking with your financial institution in the coming days.
  Regarding previous charges, while REMOVEDbegan collecting and remitting Hilton Head Island taxes in September 2024, Avalara MyLodgeTax is not aware whether a customer is exclusively renting through REMOVED. Many of our customers rent through a mix of platforms and direct bookings, and may still require tax filing services. For this reason, it is the customer's responsibility to notify us when our services are no longer needed.
  Our records indicate that you continued logging in and reporting revenue under REMOVED, and our system generated $0 tax returns based on that input. These filings were processed and corresponding receipts were sent to your account. Because services were being provided during that period and no cancellation request was received, the subscription fees billed between September 2024 and December 2024 are not eligible for a refund. Please find our terms of service here: REMOVED
  We can confirm your account has since been canceled, and no further billing will occur. We appreciate your feedback and the opportunity to address your concerns. We wish you all the best moving forward.

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response from the business regarding complaint ID REMOVEDand find that this resolution is satisfactory to me. They finally refunded me the money I was owed. I appreciate your help.
  
  Sincerely,
  
  REMOVED-REMOVED

• Initial Complaint

  Date:05/25/2025

  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.

  In May 2025, Avalara MyLodgeTaxwho I use to remit taxes on short-term rental incomemade two separate debits from my bank account instead of the usual single monthly debit. In addition, they introduced a new $1.01 monthly filing fee that was neither disclosed in advance nor authorized. The total amount withdrawn was off by exactly $1.01, which prompted my initial inquiry.I first contacted Avalara support about this on May 8, 2025. After follow-up, they opened a formal case on May 19 (Case #REMOVED) and said it had been escalated to their management team. Despite this, I have received no communication, explanation, or documentation of any kind from Avalara as of May 26over two weeks later.I am seeking:A full explanation for the two separate debits Proof that the $1.01 monthly fee was disclosed in advance A refund of the fee if no disclosure exists A commitment that no future fees will be deducted without proper notice This lack of transparency and failure to respond is unacceptable for any serviceespecially one handling recurring financial transactions. I am filing this complaint in hopes of finally receiving a resolution.

  

  Business Response

  Date: 05/27/2025

  Mr. REMOVEDyou for taking the time to share your concerns. We understand how unsettling it can be to notice unexpected charges, especially when they involve recurring transactions, and we sincerely apologize for the confusion and lack of communication you experienced. 
  Regarding the $1.01 fee, we can confirm that this amount has already been refunded, and a confirmation email was sent to you. The charge was related to a recent policy change in which certain jurisdiction-imposed online filing fees are now passed through to customers. These fees are not retained by REMOVED; they are collected by the jurisdictions as part of the filing process. We recognize that this change was not clearly communicated in advance, and we agree this should have been handled more transparently. 
  We also want to clarify that while your MyLodgeTax receipt shows the total amount owed, including both tax and subscription-related charges, the separate debits you noticed from your bank account are part of that total and should reconcile with the receipt. 
  We truly regret the lack of timely updates and the oversight in notifying you about the fee change. Your feedback has highlighted areas where we need to improve, and we are taking steps to ensure better communication in the future. 
  If you have any additional questions or if there is anything more we can do to help, please do not hesitate to reach out. We appreciate the opportunity to address your concerns and thank you for your continued support. 

• Initial Complaint

  Date:05/14/2025

  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.

  This might be worst company to deal with on earth. I will just tell you one thing: STAY AWAY! Last year before renewal i tried to cancel my contract but they told me that its too late so i said whatever one more year with this company. They are extremely overpriced and you get no service or help whatsoever. Anyways if you edit an order in your system their system process that like new transaction and files tax one more time so you end up paying taxes twice. if you contact them for help they ask you for $360 on amending it with minimum of 2. They charge you for their own fault. now REMOVEDcollects tax for shop app order and submitted directly on your behalf. And surprise Avalara dont see that and files tax one more time. You want to fix it? $360!!!! minimum 2 times. Full rip off, robbery whatever you wanna call it. Company is fraud and REMOVED. Just trying to get more money from you on any small thing possible. JUST STAY AWAY !

  

  Business Response

  Date: 05/21/2025

  Dear REMOVED,

  Thank you for sharing your feedback. We understand how frustrating this experience has been, and were sorry for the confusion and inconvenience youve encountered.
  After carefully reviewing your concerns, our team approved a full waiver of the amendment fees related to the two transactions where tax was filed twice. This one-time courtesy was extended in recognition of your long-standing relationship with Avalara and as part of our commitment to resolving this matter to your satisfaction. 
  Additionally, to help avoid similar issues moving forward, we recommend reviewing your Shopify marketplace configuration. Our support team has provided step-by-step resources to help guide you through that process, and were happy to help with any questions along the way. 

  Thank you again for the opportunity to resolve this, and we remain available to support you however we can. 

  Customer Answer

  Date: 10/27/2025

  Dear Avalara Support Team, I am writing regarding a critical error in your Shopify integration that caused incorrect $0 sales tax filings for 8 states from July 20, 2025, to October 11, 2025. Your extractor failed to pull transactions due to an unauthorized connection, which was not proactively flagged by your system as required by your service agreement. After I reauthorized the integration on October 11, transactions were imported but taxes were never filed, resulting in a approx. $3,527 shortfall ($4,277 collected per REMOVEDreports vs. approx. $750 remitted across 3 months). This exposes me to penalties of $400-$1,200 and interest across states, plus potential audits as my tax accounts close this month. Per your knowledge base (Handling Shopify Connector Errors) and user reports of similar bugs in 2025, this is a known Avalara issue. As my filing agent, you are responsible for accurate reporting and timely error notifications, neither of which occurred. I demand free amendments for all affected returns (REMOVEDfilings across 8 states) to correct the approx $3,527 shortfall, including handling any penalties/interest with states, as part of your Returns product obligations. Charging $300 per return ($4,800-$7,200) for your systems failure is unacceptable. Attached are REMOVEDtax reports ($4,277 collected, by state/month), your filing records (approx $750 remitted), and screenshots of the extractors disconnected status pre-October 11. If this is not resolved at no cost by within 24 hours, I will escalate to your retention team, explore legal recourse for breach of service, and share this issue publicly on platforms like X, tagging @Avalara, to warn other merchants of your Shopify integration failures, especially with AvaTaxs deprecation looming in April 2025. Please confirm immediate action to amend all returns and provide a resolution plan within REMOVEDfor any clarification. Thank you. REMOVED

  Customer Answer

  Date: 10/29/2025

  I contracted Avalara for automated sales tax filing integrated with REMOVED. Their REMOVEDextractor failed silently from July 20 to October 11, 2025, due to an unauthorized connection (no alert from their system, despite best practices requiring monitoring). This resulted in $0 tax filings for 8 states over ~2.5 months, despite $4,277 in actual taxes collected via REMOVED(attached reports). After I reauthorized on October 11, transactions imported but were never filedanother system error. I discovered this via manual review and opened Ticket #REMOVED. Support confirmed the failure but refused free amendments, quoting $300 per return ($4,800$7,200 total for REMOVEDreturns), violating their Returns SLA Section 4.3: Avalara will correct filing errors caused by Avalaras software or data processing at no additional charge. This exposes me to state audits, penalties (10-25% + interest), and account closure issues (nexus ending Oct 31). Attached: REMOVEDtax report ($4,277), Avalara filings ($750 remitted), extractor logs (disconnect + post-import non-filing). Desired Resolution: 1. Free batch amendments for all 8 states / JulySeptember 2025 returns, filed by October 30, 2025. 2. Avalara handles any penalties/interest with states. 3. Written confirmation of $0 cost. Ive escalated to their legal team (no response) and posted publicly on X. I want this resolved promptly to avoid further liability.

  

  Business Response

  Date: 11/07/2025

  Anil,
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">Thank you for taking the time to share your concerns. We understand the seriousness of the situation and how concerning it must have been to discover incorrect filings related to your Shopify integration. We appreciate the opportunity to review and respond. 
  
  After a full investigation, we confirmed that on July 16, 2025, Avalara sent a system-generated notification to your registered email address REMOVEDtitled Action needed to restore your Avalara Extractor for REMOVED. This message informed impacted customers of an authentication change made by REMOVEDand explained that reauthorization would be required in order for transaction data to continue flowing into Avalaras system. The notice stated that no transactions would import after July 20, 2025, without reauthorization. 
  
  According to our records, reauthorization was not completed until October 11, 2025. As a result, no transaction data was received between July and October, and $0 filings were submitted based on the information available in our system at that time. Once the connection was restored, transactions were successfully imported, though amendments are still required to correct filings for the affected periods. 
  
  While the root cause of the issue falls outside Avalaras direct control, we fully recognize the impact this caused. As a gesture of goodwill, REMOVEDoffered a 50% courtesy discount on the amendment filing fees to help you resolve the matter efficiently.
  
  If you wish to move forward with the corrected filings under this discounted rate, our team is ready to assist immediately. Please follow up directly.