Business Profile

Computer Software Developers

Avalara Inc

Headquarters

Complaints

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

Customer Complaints Summary

130 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/21/2024
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.
Nature of Complaint: Unauthorized Billing of $10,450 I am filing this complaint against Avalara due to an unauthorized charge of $10,450 that was billed to my account without prior approval, written consent, or agreement.I initially signed up for Avalaras tax services and was informed that the annual cost for the services would be $9,800. I paid this amount in full upfront as agreed. However, I was later billed an additional $10,450, a charge for which I received no prior communication or approval.I contacted my account representative, ******, to inquire about the charge. ****** informed me that he did not know what the charge was and directed me to speak with another representative. I then spoke with ******, who also stated he did not know what the charge was but said it was listed as being for services. Later that day, I received an email stating that the fee was for Avalaras Tax Research and Answers *********** no point did I discuss, agree to, or consent to purchasing or utilizing this platform. The email from Avalara simply stated that the amount was owed. When I replied to the email seeking clarification, I received an automatic response indicating that ****** was now on vacation, leaving me with no further ************* of now, I am out $10,450 for a service I never authorized or agreed to use. I have submitted a cancellation form to ensure that the unauthorized service is canceled and to request a refund for the charge. However, based on how this matter has been handled so far, I am concerned that resolving this issue will not be straightforward.This situation is a prime example of a large corporation leveraging its position to unfairly charge a small business without proper communication or authorization. I respectfully request that Avalara and the BBB review this matter and assist in securing a refund of the unauthorized $10,450 charge.
Business Response
Date: 12/31/2024
*****, thank you for taking the time to share your concerns with us. Our records indicate that you signed for the purchase of Avalara Tax Research on November 11 2023. Please see the attached sales order. We understand that your cancellation request for this product was submitted on December 21 2024 whereas the *** subscription renewed on November 14 2024. As per our Terms and Conditions that are agreed to upon purchase, cancellation must be submitted prior to renewal (**************************************************). As our Customer Excellence team has requested, please provide any proof of cancellation prior to renewal. Otherwise, this charge remains valid and does not qualify for refund.
Customer Answer
Date: 12/31/2024

Complaint: 22717546

I am rejecting this response because:

Sincerely,

***** *********
Initial Complaint
Date:12/13/2024
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 used Avalara as an extension through Xero. Was a pain to setup and use but made it work for a while before discontinuing use. However I have now been hit with a massive renewal fee that I never agreed to. Normal businesses, those that value their customer's repeat business and word of mouth referral, would gladly refund an erroneous renewal upon customer request - not these guys. You will fight tooth and nail with some randos in a far away call center who are probably compensated on how many renewal cancellations they can deny. This is truely a criminal enterprise and government agencies should be looking into cracking down on this company's abusive and fraudulent behavior. RUN not walk away from this company!
Business Response
Date: 12/20/2024
****, thank you for sharing your concerns with us here. After receiving your complaint, our team researched your account and discovered that you purchased Extractor for Xero online on Nov 15 2023. As per our Terms and Conditions, at the end of the then-current Subscription Term, each subscription to a Service will automatically renew for an additional one-year period (a Renewal Subscription Term) unless (1) Customer provides written notice of non-renewal to Avalara on or before the expiration date of the then-current Subscription Term, or (2) Avalara provides written notice of non-renewal to Customer at least 90 days before such expiration date.

We appreciate your understanding as we aim to provide fair practice for all of our customers. We have processed your cancellation for the current term. Your service remains active for your use until Nov 15 2025. We remain committed to supporting you throughout the remainder of your subscription.
Customer Answer
Date: 01/07/2025
Specifically, I never agreed to Avalara's terms of service because I accessed the service via Xero's integration and on ****'s website. But in a more general case, it is entirely unacceptable to not honor a cancellation and refund request made a day after the un-wanted automatic renewal. It is a standard and moral practice to honor such requests as A) no value has been used by the consumer, and B) hiding an unwanted automatic renewal in a ToS that was then marketed under a 3rd parties website is an aggressively fraudulent behavior - it is obvious that the company just wants to extract any and all money at any cost and has no interest in their end users, attempting to use obscure legal terms to bludgeon customers into submission. If this issue and the broader practice of forcing renewals on customers is not resolved, then this company deserves the lowest possible rating on BBB.
Initial Complaint
Date:12/06/2024
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.
Avalara is refusing to terminate our contract We have contacted them multiple times by phone, chat, email There is never anyone who is directly in charge My account manager could not help I had to contact tech support When I called the person I talked to could not help either they could only open a ticket Then you have to wait and they don;t reply They keep billing and charging my card whereas I asked multiple times to cancel A few months ago they charged me late fees because my card was stolen and instead of asking me a new card they billed me late fees on the new card without any warning or contact Their customer service is non existent, when you manage to get someone on the phone their English is very difficult to understand ************ is very opaque and does everything in their power to make it hard for you to work with them when you are a customer or to quit when you want out
Business Response
Date: 12/16/2024
*****, thank you for taking the time to share your concerns with us. We understand how unexpected costs would be upsetting, so our team worked to research your account to ensure all charges are valid. As communicated with you, Avalara received your request to cancel on October 18 which fell after your August 15 renewal. As per our Terms and Conditions, cancellations must be submitted prior to renewal to qualify for refund. We appreciate your understanding as we aim to provide fair practice for all of our customers.
We have initiated your cancellation for the current term. Your account remains active until August 15 2025. We remain committed to supporting you throughout the remainder of your term.
Initial Complaint
Date:12/06/2024
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.
We have charge incorrectly on multiple occasions. Subscription was upgraded with no signed contract for the update. No one from accounting department has reached out to us after multiple calls and emails to correct the billing issues. Account Manager does not help rectify issue or push it along to get fixed. There is no clear manager or supervisor to speak with. All the call centers are over seas dealing with people who do not speak English. They are handling taxes for us and dont live in this country!! There is a major problem with Avalara!! This issue has been on going since July 2024! Do not do business with this company. You can never speak to anyone when you call! Emails go unanswered for weeks.
Business Response
Date: 12/16/2024
****, thank you for bringing these concerns to our attention. We apologize that getting in contact with our team has been a challenge. To expedite the resolution, we had our Finance team reach out with an explanation of the charges in question.
As communicated with you, when a customer upgrades, ********************** bills the account for the entire term of the new tier, and then credits for the previous tier is applied to the upgrade invoice. In this case, invoice INV ****** reflects the remaining term for the 1000 tier, with a full credit applied for that tier in the same invoice. ******************** has been charged for the 1500 tier starting from the month of the upgrade. Therefore, you are seeing a charge for the 1500 tier from 1/25/2024 to 8/24/2025 (since the upgrade from the 1000 tier to the 1500 tier occurred in August).
Please follow up with our team directly regarding any additional questions on this billing. Thank you.
Initial Complaint
Date:12/02/2024
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.
In March of 2023 I signed up for Avalara's sales tax management service for my small business. Their service was a nightmare. They were supposed to automatically file my sales tax reports with CA quarterly & make the whole process easy for me. They did not do that. Instead, they failed to file my report, causing me a huge headache & more paperwork. Their customer service is a joke. When I made them aware of a huge discrepency in their reporting, they blew it off. I paid for the year of their service so when the year was up, I submitted a cancelation request and informed them I would NOT be renewing and they had NO authorization to ever charge me again, & they were to remove my payment information from their website. March 28, 2024 I received an email from Avalara that my cancelation request was complete. But I continued to get emails from them with tax due date reminders, even though I was handling that on my own without their service, which I canceled. In May of 2024, I was charged $531.60 by Avalara without my authorization. I immediately contacted *************************** bank. After a few days, they refunded my debit ******** again reminded them that my account was canceled & they were to remove my payment information from their system. Oct 17, I again got an invoice from Avalara saying my account was past due & again, emailed them to remind them that my account is canceled and has been for quite some time. I was assured that "the cancellation has already been processed with case # ******** and invoice # INV-******* has now been credited." That last email was Nov 13. Then this morning, Dec 2, I received another email from Avalara that stated that my card "will expire on 12/31/2024. This credit card is your payment method for your services from Avalara." So clearly they did NOT remove my payment info from their system. This is absolutely fraud. They are trying to steal money from me and God knows how many other people.
Business Response
Date: 12/09/2024
****, thank you for bringing this to our attention so we could assist. We want to apologize for the frustration as we understand how unexpected costs would be upsetting. Following your complaint, our team reach out to update that a credit for $531.60 was processed as per your cancellation request and that we have removed your credit card information from our records. Thank you for giving us the opportunity to resolve this. We wish you and your business all the best.
Customer Answer
Date: 12/09/2024

Complaint: 22626777

I am rejecting this response because:
This company repeatedly lies. They have claimed over and over that my account is canceled and I won't be charged or invoiced again, and assured me that my payment information has been removed from their system, but then I continue to receive emails and invoices that say otherwise. I want them to provide proof that they have deleted my banking and credit card information from their system. I shouldn't have to deal with their negligence repeatedly.

Sincerely,

**** ******
Customer Answer
Date: 12/17/2024
I received yet ANOTHER email from Avalara this morning saying that my card on file has expired and I need to update it for my billing with them. I canceled my services with them long ago and they have claimed MULTIPLE times that they've removed my card information from their system, even though they never have as clearly stated in my complaint.

See the attached screenshot from the email this morning as further evidence.

Thank you
Business Response
Date: 12/23/2024
****, we apologize for the confusion. ************************** has been deprovisioned, however is showing active on AvaTax which explains the emails you are still receiving. We have submitted an internal ticket to have the account completely deactivated to avoid any confusion in future.
Customer Answer
Date: 12/23/2024

Complaint: 22626777

I am rejecting this response because:
This is not the first time Avalara has claimed that it was "just a mistake" and that my account wasn't canceled completely. I have attached an email from Avalara from the last time they claimed everything was completely canceled. Yet here we are again, with them claiming innocence. The fact of the matter is that this company is shady and full of lies. They do NOT have my permission to store my credit card info. They do NOT have my permission to charge me for their useless services. They do NOT have permission to continue to email me and threaten me with past due invoice notices because I CANCELED THEIR SERVICE A LONG TIME AGO AND I DO NOT OWE THEM A SINGLE *****!!!!!!!!

Sincerely,

**** ******
Initial Complaint
Date:11/21/2024
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.
They charged 2000% more for a transaction amount upgrade. Historically, they charged the same amount to increase transactions. I am disputing the charge on my card. I have also removed my card from their website. In short, it is not a trustworthy company. They don't post pricing on their website. They told me there would need to be an increase in transactions but there was no mention of how much it would be. I assumed we would get another charge of the same amount charged in March of this year because that is how they did it the previous time.
Business Response
Date: 11/26/2024
****, thank you for sharing your concerns with us so we could assist. In 2019, the agreement your team signed with Avalara included a clause that AvaTax subscription would be auto-upgraded to the next Transaction tier upon exceeding the number of Transaction in the existing plan. For more information on auto-upgrades, please see our Terms and Conditions: *******************************************************;
We understand your team requested a usage audit to confirm the upgrade was necessary and so our team met with yours on November 22 to discuss your usage. After performing the audit, we have confirmed the usage is legitimate. The majority of your usage comes from API calls received via the WooCommerce connector, which is not managed by Avalara. If your team wishes to reduce the number of API calls, you can work with ******** who manages the WooCommerce integration.
Given that the usage and auto-upgrade are valid per the signed agreement, the upgrade is valid, and we are unable to offer a refund. However, we understand your Account Executive and their management have indicated they will work to explore potential discounts and have scheduled a follow up call with your team on December 12.
Customer Answer
Date: 12/04/2024
Please see attached for the terms we were sent to me on 1/30/24 regarding our renewal that was coming up in March of '24. There is no mention of $1245 fees. Rather there is an overage fee of $0.47. I am disputing this with my credit card company and we are canceling our service with them. This fee they charged us is fraudulent and not what we signed up for. Note that this information is being provided to you for others so that other companies know to proceed with caution and hopefully don't have the same issues that we are having with them. Note that I am pursuing this directly with them and I as mentioned... disputing it on my credit card.

Thanks again... and hopefully you can help others avoid this fraudulent billing practice.
Business Response
Date: 12/12/2024
****, thank you for your patience as weve worked to resolve this matter. We understand how unexpected costs would be upsetting and we apologize if billing expectations were not made clear. Following your meeting with your account team, ********************** has agreed in good faith to offer a $1,245.87 refund for the charges against the auto-upgrade. Additionally, we are downgrading your account from 500 tier to 250 tier. As agreed in conversations, ******************* will be responsible for the overages. Please follow up with our team directly regarding updates on this resolution.
Initial Complaint
Date:10/31/2024
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 to file a complaint against Avalara, a company that has repeatedly made errors on my account and has double charged me for a service I am already paying for. Despite creating support cases for these issues back in April 2024 , six months have passed and none of my cases have been *********** account managers have changed multiple times during this period. Each new manager promises to resolve the cases and refund the money, but none have done so. Instead, they keep passing the blame to others and citing poor accounting systems, yet I continue to be charged month after month for services they assured me would be refunded.I have contacted the support line numerous times, only to be told that someone is working on it, but still, nothing has been resolved. My current account manager does not respond and appears unaware that action is needed to resolve these cases. This situation is unacceptable.Currently, I have two major unresolved cases with money owed to me and have no clear point of contact to expedite this matter.
Business Response
Date: 11/08/2024
Volodymr, thank you for sharing your concerns with us so we could have our team look into the matter. We want to apologize for the frustration youve experienced with account support and we are working with our account management team to find a best course of action moving forward. We understand our Customer Excellence team has been in communication with you to provide updates on the requests you have submitted and our appropriate teams are engaged in researching the invoices you've outlined as potential double charges. We sincerely appreciate your patience as our team works to learn more and resolve.
Customer Answer
Date: 11/15/2024

Complaint: 22498543

I am rejecting this response because: I have not heard from anyone in the last 7 days that say how they will fix these issues. I got an email taht we are going to work on fixing but that is it.

Sincerely,

******** *******
Business Response
Date: 12/09/2024
Volodymr, your Account Executive reached out to you on November 26 to inform you that the previous requested refund related to Professional Support has now been extended and will reflect on your account soon, as well as the breakdown for INV-*******. We understand that youve requested to review these charges in full during a call, and that you were able to schedule with Account Executive. Please continue to work directly with our ****************** team, as they are most equipped to support you moving forward.
Initial Complaint
Date:10/29/2024
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.
We are an established ************** wholesaler with an E-commerce site that has used Avalara for tax services for 8+ years. While our transactions have not increased by more than 5% in the last 12 months this service is claiming our account transactions have increased by ******% and they are charging according to that tier. We have requested audit details and to support this claim and we have not receive any actionable support data. We have requested via email, phone and chat methods to talk with anyone who can help and can not get a reply. This is frustrating especially when we need their services and we are willing to pay for actually usage.
Business Response
Date: 11/08/2024
***, thank you for bringing this to our attention so we could assist. We apologize that you did not receive timely responses regarding your usage concerns and we appreciate you giving us the opportunity to support. Following your complaint, a member of our Customer Excellence team reached out to you and performed a Usage Audit against your account for your current usage term to date (04/17/24-11/03/24). From this audit we were able to confirm that your usage is showing correctly on the Usage Report. This means that we are correctly tracking the amount of activity between your system (Drupal) and AvaTax. The detailed breakdown of this Usage Audit was communicated with you on Nov 4. Weve attached the email chain here for your reference.
We appreciate your feedback on the amount of data available in the SalesOrder records and weve submitted an enhancement request to our engineering team to better improve this experience moving forward.
Please direct any follow up questions to our Customer Excellence team directly so they may best assist you. We look forward to continuing to serve your team.
Customer Answer
Date: 11/12/2024

Complaint: 22485964
I am rejecting this response because:
The Blank records that you are referring to represents 88% of the billing that is overstated.
If Avalara is billing Hawk for doing work or providing service, PLEASE LET ME KNOW what service was provided. Specifically what data was sent and what data was received by Hawk.
Without some support details we can not validate you claim that anything transpired.
If no data was sent or received what service did Avalara supply to support its billing.
Sincerely,

*** *******
Business Response
Date: 11/26/2024
To clarify, the *** calls listed in the audit with the SO***N/OUT information were the *** calls which were captured during the limited-time (few hrs) live audit. The "blank" *** calls (*****) are not blank - these *** calls are tied back to SalesOrder records from Drupal Commerce (column N of the "Live AuditTransactions" file that weve re-attached here for your convenience). SalesOrder records are typically associated with Quotes, Estimates, Orders, etc. While these SalesOrder calls do not include transaction numbers/ID in the usage audit, per the Enhanced audit file, they are calls generated from your Drupal Commerce connector to AvaTax.
To confirm, regardless of how the data is displayed in the AvaTax usage audit ("SalesOrder" vs detailed transaction ID/numbers) - per our Terms and Conditions when an *** call is generated to the AvaTax tax calculation service, it will count towards your billable usage.
Please read the following excerpt from our Terms and Conditions that you agreed to upon signing for your subscription:
"1(a) Transaction Calculations. Fees for usage of AvaTax are based on the number of Transactions used in AvaTax by Customer. ********************** will charge a number of Transactions used each day equal to the greater of the results of (i) or (ii) below:
i. The number of Documents recorded; or
ii. The number of *** calls to the tax calculation service recorded, divided by 10.
In addition to the Transactions counted under (i) or (ii) above, every 10 *** calls to the address validation service, other than *** calls that are specifically associated with a tax calculation, will count as one Transaction."
As communicated with you, Avalara does not store the data associated with these calls and is therefore unable to provide the data you are requesting. To reiterate, we have submitted an enhancement request to our Product team requesting that we update the way we capture SalesOrder transactions data to improve audit quality. However, as evidenced above, the charges are valid per our agreement regardless of the data display. Thank you for your understanding.
Initial Complaint
Date:10/25/2024
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 will say VERY DECEPTIVE business practices and horrendous customer service. They utilize a renewal model similar to the infamous timeshare trap renewal model. Invoice for year 1 expenses came and it was relatively close to the proposal, so we paid. Year 2 was proposed at $1,695.00. I received an invoice 1 month AFTER the auto-renewal for $6,842.75. That was quite a difference from the initial pricing proposal. It was also over twice the amount of the implementation year. There was no opportunity to review the renewal or accept the charges.1. I told the sales team prior to initiating with their services that we would not need assisted support the second year. However, we were still automatically charged at an increased rate of $2,750.00, for implementation year it was $2,000.00. We also told the Account Manager we did not want it. The company refuses to refund it. 2. I have been trying to get a response from the account manager(s) assigned to our account since receiving this invoice in February. We have had at least 5 different Account Managers since January of 2024- it is now end of October 2024, and not one has responded until I finally emailed saying I wanted to add more services to my account. Finally, someone responded. 3. The Account Manager had no idea what we were being charged for. The original invoice "Product names" do not tie out to the new invoice "Product names". They provide no descriptions for what these products are. Nor the amount or level.4. Very little communication is performed via email. All is done via Zoom. It is my belief this is so AVALARA avoids having anything in writing or documented.I have contacted Support and they are of no help. Had I known Avalara was such a difficult and dishonest company to work with, I would have never signed up.
Business Response
Date: 11/04/2024
******, thanks for bringing your concerns to our attention. We understand how unexpected costs would be upsetting and we apologize if the billing expectations were not properly expressed. We also understand how the instability in account management and lack of response is frustrating and weve passed this feedback along to our leadership.
Following your complaint, **** had our Customer Excellence team and your ****************** team reach out to discuss ways to resolve these billing concerns. We understand you are working to schedule a meeting to discuss. We remain committed to supporting you in this matter and look forward to resolving.
Customer Answer
Date: 11/04/2024

Complaint: 22474647

I am rejecting this response because:
Although it is true Avalara reached out to schedule a meeting to discuss resolving the issue there has not yet been a resolution. They in the past have promised meetings but never came thru. Once there is a concrete resolution we can revisit next steps.
Complaint is not closed.

Sincerely,

****** ********
Business Response
Date: 11/21/2024
******, thank you for your patience as we've worked to resolve. Our team submitted a refund request on Nov 13 for your account and communicated this update to you.
Customer Answer
Date: 11/21/2024

Complaint: 22474647

I am rejecting this response because:

We did not receive a refund or any communication regarding said refund. Matter is still not closed.

Sincerely,

****** ********
Business Response
Date: 12/11/2024
******, our team has now sent an email on Dec 4 with the update that a refund for $2,750 was approved on Nov 26 for the Assisted Support which had not originally been removed from your subscription.
Customer Answer
Date: 12/11/2024

Complaint: 22474647

I am rejecting this response because:
although I have received an email saying they will refund, I still have not received the refund.
this matter is still NOT closed.

Sincerely,

****** ********
Business Response
Date: 12/23/2024
******, thank you for your patience. Our team reached out to confirm the refund check was processed and mailed on December 20th. You should expect that you should receive the check within 7 to 10 business days, please note the holidays may cause delay. Thank you.
Customer Answer
Date: 12/25/2024

Complaint: 22474647

I am rejecting this response because: we still have not received refund that was promised.
this issue is still not resolved.

Sincerely,

****** ********
Business Response
Date: 02/02/2025
******, thank you for reaching out to let us know you did not receive the check. After confirming with our Accounting team, we can verify that it was originally mailed on December 20, 2024.
To resolve this, we have requested that Accounting void the original check and issue a new refund check to be mailed. Once the new check has been processed, we will provide you with updated shipping details.
We appreciate your patience and will keep you informed as soon as we have more information.
Initial Complaint
Date:10/14/2024
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.
Avalara's services are nothing as explained to me by the sales manager. I was told it was an "easy plug in" and "my taxes would be automated". There is nothing automated about it. Your software was sold to me as automating my sales tax collection process and every day I learn more and more that is nothing to do with automation and all inputting on my end. It is automatic for you, but not for the customer who is spending a ton of money on your software. I find it subpar at best. I was also told that I need to go into each of my 200+ items and add of tax code. I dont get why in the year 2024 I cannot connect your plug-in and have automatic solution pop-up - I have been filing my Florida State sales tax for six years and now from my perspective, it is now costing me $300 a month to file it. The portal is hard to use and the payment section of the portal is predatory. They do not let you remove credit cards when you need to change them out. I could not even pay my bill,; i had to contact the, because like everything else, **** pay did not work. Their support is not great either. I contacted their support and i got answers like this: "I see that you needed a solution for exempt sales documentation and our support team had provided you a walk around where you had to add them into file and import it, to reflect into the system." I am not paying for work arounds. I am paying for sales tax solutions. Their work around was for me to manually input all my data 200+ item into an excel spread sheet. Everything the sales manager sold to me has not been delivered. I requested to cancel because the contract was not as delivered and they said: "Your requested cancellation for Complete AvaTax Cancellation, Managed Returns has been validated and passed to Avalara Finance for completion at the end of your subscription term on 7/29/2025."If i delivered an unsatisfactory product i would be expected to refund. I am not sure what business model this is
Business Response
Date: 10/24/2024
****, thank you for sharing your feedback with us. We apologize that youve experienced challenges with the integration to our products as well as with the payment settings section of the customer portal. We have shared your insights with our product engineering team.
Regarding your cancellation request, our Customer Excellence team has reached out to provide updates on this and will continue to do so as they are available. We remain committed to supporting you through this matter and throughout the remainder of your term.
Customer Answer
Date: 10/27/2024

Complaint: 22419452

I am rejecting this response because:
The email i received is just "kicking the can down the road" - i am not going to accept it to show that they did something as i feel they are riding out the 7 days i have to accept or reject. Their email told me absolutely nothing other than "they are working on it".
On October 23rd they said this (email attached):
****
"Hello ****,

Sorry for the delay! I apologize, that it's taken some time to get this resolved.

Over the week, I've reviewed the account and some of the cases that you've had and the experience you've had since you've been with us. I've put in a request to your account manager to review and process the cancellation/refund before the end of your term end (07/29/25).

I'm hoping to hear back late today/early tomorrow, in which I can give you more concrete details and next steps.

If you have anything in the interim, please let me know if there's anything I can do.

Best,
Cameron
Avalara Support
Avalara | Tax compliance done right"
****
I have not heard back "late today/early tomorrow" and it has now been 4 days since receiving this email.
My resolution: Get out of the contract as they have not held up their end of the contract. I should not be stuck in something for a year when they missed the marl on their end. They are still sending me bills.
Sincerely,

**** ********
Business Response
Date: 11/11/2024
****, we appreciate your continued patience as we are working to resolve your concerns. As communicated to you by our Customer Excellence team, we have submitted your account for cancellation and refund outside of terms. Our team remains committed to overseeing this matter to resolution and will provide updates as available.
Customer Answer
Date: 11/18/2024

Complaint: 22419452

I am rejecting this response because:
Every 7 days they answer this complaint stating that they are working on on rectifying this and they thank me for my patience. They are trying to get this case closed by me with a "non response". I will continue to reject this complaint until something is actually done. Right now they are kicking the can down the road hoping I give up or don't answer in time. I will not.
The screen shot from today, 11/18/24(attached), shows that they are still trying to collect money from me still. It also shows they are not connected to us so they are physically not providing a service.
I worked in corporate America for 19 years, at much larger companies than this with a lot more red tape. There are no excuses for this to be taking so long.
Sincerely,

**** ********
Business Response
Date: 12/09/2024
****, the screenshot provided in your rejection that youve claimed indicates Avalara was still claiming payment as of 11/18 shows an email dated for September 30 which fell before the start of this complaint.
As shared with you in our last update, we submitted your refund for approval and our team followed up with you on November 13 asking you to disregard any invoice reminders you were receiving as they would be cancelled upon completion of the cancellation process.
Our records show we have now completed the cancellation and officially approved the refund. Thank you and we wish your business the best.

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