Complaints

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

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  Avalara Inc

  906 Alaskan Way # 500 Seattle, WA 98104-1010

  
• 

  Avalara, Inc.

  512 S Mangum St Ste 100 Durham, NC 27701

• 

  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:05/05/2025

  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.

  Avalara locks you into a "monthly" service contract without the ability to REMOVED, if you are not happy with service, or if you have a problem with their service, or the service does not work for your business, and want to cancel - they have you locked in and keep you for the full cycle of the contract.This is not a cheap service either, we are talking $1000+ per month, for a small business this is a MAJOR expense for something so simple as sales tax calculations.I have paid for 5 months, the service has not worked for me, it has created thousands of duplicate records and we have to manually reconcile everything so the product never worked. They continued to tell me i have to "upgrade" because of all the duplicated transactions making it seem like i was using a lot more of the service than I really needed. I ended up asking for a cancellation, my sales REMOVEDsaid it would end after 6 months, but now, they are telling me my contract is 12 months. I am not paying for 7 more months and not using the service that never worked from day one. They already have gotten $6000 of my money for nothing, they will not be getting any more.

  

  Business Response

  Date: 05/15/2025

  Thank you for taking the time to share your concerns. We understand how frustrating this experience has been, and we sincerely apologize for the difficulties youve encountered with both the service and support you received. 
  
  We recognize that your experience with Avalara did not meet expectationsparticularly around integration issues, unexpected usage charges, and confusion regarding your contract terms. We also understand the impact this has had on your business,and we appreciate you bringing these issues to our attention. 
  
  Our team has confirmed that your account has been submitted for cancellation. While Avalaras Terms & Conditions do require full payment through the contract term, weve escalated a request to our leadership team to consider waiving the remaining invoices as a gesture of goodwill. Well continue to keep you informed as soon as we have a decision. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23287045
  
  I am rejecting this response because:

  i will accept their resolution once they can CONFIRM that they cancelled and have waived the contract fees going forward

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/04/2025

  REMOVED, thank you for your patience as we've worked to resolve. 
  We would like to confirm that the request to cancel the Avalara account for REMOVEDhas been received and is being processed. The cancellation has been scheduled for the end of the current service term on December 29, 2025. 
  To support this, we have also initiated an internal request to halt future billing of $7,864.24 associated with this account by way of credits. While we are currently awaiting final confirmation from our Revenue and REMOVEDteams, we are actively following up to ensure this is completed as quickly as possible. 
  We will provide an additional update once the cancellation is finalized. We appreciate the your patience and remain committed to resolving this to your satisfaction. 

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cancelled Avalara service as of the end of March and migrated to another provider. We did this mainly because they were charging a new "integration fee" with REMOVEDthat escalates to $9,000 a year. $9,000 a year in order to pull data from REMOVEDin order to properly do the task that you are paying for, seems ridiculous. Migrating from Avalara has been a nightmare - suddenly several of the login credentials suddenly no longer work on the state websites, necessitating us to call each of the states to get access to our own accounts. But what is worse is that on April 14, 2025 Avalara withdrew $129,422.21 from our bank account for March / Q1 returns. As of this writing, April 30, 2025 the states have not been paid! California shows a balance due of $48,311 for Q1 because Avalara has taken the funds from us but not paid California. This is fraud and theft.

  

  Business Response

  Date: 05/08/2025

  REMOVED, thank you for taking the time to share your concerns. We understand this transition has been challenging for you, and were sorry for any frustration caused during your migration away from Avalara.
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We want to directly address your concerns around the Q1 2025 return remittance. While we acknowledge the charge of $129,422.21 withdrawn on April 14, 2025, we can confirm that the funds were remitted to the appropriate statesincluding Californiaon April 29, 2025. Our team also shared this information in response to the related case you submitted (Ref. REMOVED), and it appears that you received and acknowledged that communication. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Regarding your access to the state portals, we understand how inconvenient it must be to reset login credentials post-cancellation. Our Compliance team has been actively trying to assist you with this issue. Weve reached out multiple times to schedule a call, including emails sent on May 1 and May 5, and voicemails and follow-up emails on May 6 and May 7. Unfortunately, we havent received a response, which has limited our ability to provide the support wed like to offer. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We remain ready and available to help you resolve these access issues. If youre willing to reconnect, wed be glad to set up a time with our team to walk through the portal access concerns step by step. Please follow up with the Customer Excellence team directly to continue this resolution. 

  Customer Answer

  Date: 05/14/2025

   
  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:04/28/2025

  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.

  I use less that a dozen transactions a year. Avalara were charging me $118 a year for three years. This year the fee jumped to $1100 without warning, auto billed. I tried to correct the issue, but there was no discussion. They recommended I cancel. I did, but they will not refund the money. They say there was a discount, but I was never told there was a discount, and there is no discount represented on my previous invoices.I want a refund for this year as I have not used the service in any way.

  

  Business Response

  Date: 05/07/2025

  REMOVED, thank you for allowing us the opportunity to address your concerns. We understand how unexpected costs would be upsetting and we apologize if pricing expectations were not properly communicated. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We appreciate you taking the time to meet with our team and work toward a resolution. As agreed, Avalara will provide an amendment to the renewal pricing for the 2025 term following the withdrawal of your cancellation request. Please continue to stay in touch with our team for updates as we move forward with this process. 

• Initial Complaint

  Date:04/09/2025

  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.

  Avalara files our taxes for us. We got letters from the state of REMOVEDthat we were filing incorrectly so I let Avarala now so they could fix it. They kept ignoring the issue and this ultimately led to a warrant being issued and WA state taking $7,102 from our account. Since REMOVEDhas an accuracy guarantee, they need to be held responsible for this. They keep ignoring me so raising my issue here.

  

  Business Response

  Date: 04/18/2025

  REMOVED, thank you for bringing your concerns to our attention. We understand how unexpected costs can be frustrating, and we sincerely apologize that obtaining support for this issue has been challenging. 
  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, we noted that MFB Fertility has submitted a total of nine notices related to this matter. Each of these notices was closed with a customer action required. It is standard procedure for the state to request justification or explanation for reported exempt sales. Once this information is provided and accepted by the state, the notices are typically resolved, and no further action is required. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Please note that Avalara files state returns based on the information selected and provided by MFB Fertility, including applicable Tax Codes and any customers who may have supplied exemption certificates. As such, the responsibility for justifying the exempt sales lies with MFB Fertility. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Our team has reached out to share this information and suggest a solution: that MFB Fertility contact the REMOVED, acknowledge the notices, and provide details on the types of products and/or services sold, along with any relevant exemption certificates received from customers. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We remain committed to supporting you through this process and encourage you to continue working directly with our Support team for any further assistance. 

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23182363
  
  I am rejecting this response because they continue to place blame on me instead of provide the correct justification to the state of REMOVED. I rely on Avalara and their tax experts to file correctly. When that was not done, but place blame on me saying that I did not set up the tax codes correctly. Avalara set up the tax codes, not me, this is why we hired them
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 05/02/2025

  REMOVED, 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">Thank you for sharing your concerns. We understand how frustrating ongoing state notices can be, and we appreciate the opportunity to provide further clarification. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">As mentioned in our previous response and through direct communication with our team, it is not part of Avalaras standard practice to select tax codes on behalf of our customers. To confirm this, we reached out to the implementation consultant who was assigned to your account and thoroughly reviewed our internal records. We found no indication that Avalara selected the tax codes for MFB Fertility. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">Additionally, the tax codes currently in use are mapped outside of the AvaTax portalthis environment does not allow Avalara to apply or change tax code mappings, reinforcing that these selections were made independently. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">In an effort to further support you, our team contacted the REMOVEDon behalf of REMOVEDto gain more insight into the notices. A representative confirmed that the deductions listed under the "Other" category were disallowed because the department requires more detailed information about the items or services being sold. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">While Avalara prepares and files returns based on the data provided by REMOVED, only you can provide the explanation the state is requesting. The next step will need to come from your teamby contacting the REMOVEDDOR directly and explaining the nature of the exempt sales or deductions. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">We remain committed to supporting you within our scope, and were here to offer further guidance if needed. Please dont hesitate to reach out to our team for additional assistance. 

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23182363
  
  I am rejecting this response because Avalara filed our taxes in REMOVEDfor over a year wrongly. They got multiple messages from WA about the errors and chose to ignore them and is now blaming me for not providing WA state the right information. If it was that easy it would not have gone on for almost a year. I talked to REMOVEDdirectly several times and they said they needed information from you. I contacted you several times and you just give the same answer "it is our responsibility" We hired Avalara to file our taxes because they were supposed to be the expert but instead I was supposed to know. If I could file taxes myself I would not have needed Avalara. This is why I feel they have failed us. It has been the most frustrating experience working with them. Between this, our disaster account set up, consistent errors with payment processing and transaction errors, Avalara has cost our business well over $20k. I would have expected much more from a company that claims to be the best. Why can't you just accept responsibility for this error and make it right? If you don't learn how to treat your customers, you will lose everyone. You used to be the only option, but many more are available now so better be careful with your deceptive business practices. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/25/2025

  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 have reached out several times to try to close out my account. When I try to use their automated system, I am reaching obstacles and not able to complete the tasks, their are loopholes which make knowing which product I have impossible and I asked for assistance and was told the only way to cancel my subscription is through this process. I am not going to utilize this product and was told I am signed up for two services. AvaTax and Return:Prepaid up until 02/2/28/26. For returns, 02/01/25 until 02/28/26 and an Avatax Subscription up until 02/16/26. I was told I can cancel my subscription at anytime however I would be billed through these dates and since they are pre-paid I will have to follow through with payments of which REMOVEDhas been mailed to the company and $249.52 will need to be paid monthly until 02/28/26.I do not want this service anymore and want to cancel. I understand I may need to pay this contracted amount but I want to make sure my services are stopped and I do not want to be charged the following year. I do not like or trust their business procedures Every step of the way with this company has been difficult at best. Their website is a nightmare and things that were related as automated are not actually so and the whole process has been very stressful. I want to cut all ties with this company.

  

  Business Response

  Date: 04/03/2025

  REMOVED, thank you for bringing your concerns to our attention. We apologize if the cancellation process was not made clear and we appreciate your feedback on the matter as we are continually working to improve our customer experience. We have confirmed that your account has been submitted for cancellation. No further charges will be applied beyond the current prepaid subscription term, which extends through February 2026. Thank you for giving us the opportunity to assist. 

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23116501
  
  I am rejecting this response because:

  I feel this company is very unethical. They wish to continue charging for  services they wont be rendering. I now understand why they wish to make pre-paid charges because they dont offer quality  or efficient service to their customers. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/20/2025

  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 use Avalara to file a 1099-REMOVEDfor the Lawncare person for our church. I was charged multiple times when I should have only been charged 1 time. I have sent multiple emails over the past couple of months and all they keep saying is to be patient. I do not feel like I should have to wait this long for a refund when they have admitted the mistake was on their end. This money was taken out of my bank account, not credit card, so I can not escalate the claim to a credit card company.

  

  Business Response

  Date: 03/28/2025

  REMOVED, thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience of the erroneous charges and the frustration caused by the delay in the refund process. Following your complaint, our team took immediate action to request that your refund be expedited. We understand that as of March 27, you confirmed receipt of the refund for all three charges. We appreciate your patience throughout this process and are glad we could bring it to a resolution. 

  Customer Answer

  Date: 03/28/2025

   
  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:03/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led to Avalara via Wix when trying to setup my website. I was led to believe that Avalara automatically takes care of charging the appropriate amount of tax when customers checkout on my website for free. I went to the Avalara website and created a username. I tried to connect Avalara to my website but it wasn't working. I couldn't get help or speak to a human. I decided to forget about using Avalara since I couldn't get any help and their phone and website just takes you around in circles. Now I am being bombarded with emails saying I have a 1 year subscription with them and to pay them $262.50. I was never informed of a cost for their service nor made aware of any contract obligation. I have called and emailed and can't get a resolution or speak to an actual person. I keep being told that they won't let me out of my contract. But I was never informed of a contract nor a fee. My account Id is REMOVEDand user ID is REMOVED.

  

  Business Response

  Date: 03/24/2025

  REMOVED, thank you for bringing your concerns to our attention. We understand that you were referred to Avalara through Wix but encountered issues connecting the product to your website. Given that the account was never activated, our team has decided, in good faith, to process an out-of-term cancellation and waive the associated billing charges.  

  We appreciate the opportunity to address this matter and wish your business the best moving forward. 

  Customer Answer

  Date: 03/25/2025

   
  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:03/07/2025

  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.

  I signed up for Avalara to handle my nexus tax compliance, expecting their platform and team to streamline the process for my business. Instead, I encountered nothing but obstacles, delays, and complete disregard for my concerns. When I needed help navigating the portal, I was met with unresponsive and unhelpful customer support. I was told to manually pull reports and even asked if I understood Python codingan absurd expectation for a service that should handle tax compliance on my behalf. I purchased an extractor add-on to help with reporting, yet over 48 hours later, it was still not activated, and my inquiries were ignored. Instead of resolving my concerns, I was given the runaround, redirected to different departments, and ultimately left without the assistance I needed. I formally requested a cancellation and refund, yet Avalara has failed to respond to my requests or take any action to resolve my issues.This experience has caused me tremendous stress, anxiety, and sleepless nights. Avalaras lack of accountability, poor customer service, and failure to deliver on their promises has left me with a service that is completely useless to my business.Resolution Requested:I am demanding the following:Immediate cancellation of my subscription.A full refund for the service that I have not been able to use, including the extractor add-on.A formal written response confirming that my account has been closed and my refund has been processed.If Avalara fails to resolve this matter promptly, I will escalate my complaint to additional consumer protection agencies, including the REMOVED(REMOVED) and my State Attorney Generals Office.Desired Outcome:I expect Avalara to honor my request, take responsibility for their lack of service and support, and issue my full refund immediately. Ignoring customer complaints and failing to deliver on services paid for is unacceptable business practice.

  

  Business Response

  Date: 03/17/2025

  REMOVED, thank you for bringing your concerns to our attention and giving us the opportunity to address them. Following your complaint, our Customer Excellence team reached out to discuss the issue further. As a result of that conversation, our team has initiated a refund for INV-REMOVEDand INV-REMOVED. Additionally, we have confirmed with our Accounting team that your account has been removed from auto-pay. If you have any further questions, we encourage you to follow up directly with your Customer Excellence representative. We appreciate your patience and the opportunity to resolve this matter. 

  Customer Answer

  Date: 03/17/2025

   
  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

  Customer Answer

  Date: 04/02/2025

  Dear Better Business Bureau,
  
  
  
  I am reaching out to follow up on Complaint #REMOVEDregarding Avalara, as they have yet to fulfill their promise to issue a refund.
  
  
  I am seeking BBBs assistance in mediating this matter to ensure Avalara honors their commitment and issues the refund as promised. Please advise on the next steps I should take to formally proceed with this complaint.
  
  
  
  Thank you for your time and assistance. I look forward to your response.
  
  
  Best Regards,
  REMOVED

  

  Business Response

  Date: 04/09/2025

  REMOVED, thank you for your continued patience as we work to expedite your refund. As communicated by our Customer Excellence team, we are actively working to finalize the process and will continue to provide direct updates as they become available.

• Initial Complaint

  Date:02/21/2025

  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.

  Ive been a paying customer of REMOVEDfor several years. In 2023 they deprecated my service, TrustFile, while saying they upgraded me to a new product. The new product never worked and never provided the service I was paying for despite me also paying for the integration. I was under the impression everything was working and they never notified me that it was broken. I ended up paying penalties for back sales tax that I owed due to their broken integration and they were double charging me for their service via REMOVEDand their own platform. Theyve never agreed to help me file my back taxes and never provided the service I paid for in the first place - instead telling me I need to pay them even more. Their customer service team is extremely slow to respond and doesnt actually look at the issues - theyre clearly stalling to avoid a resolution. They also signed me up for a contract which I never authorized - when asked to see where I signed a contract they provide nothing.

  

  Business Response

  Date: 03/03/2025

  REMOVED, thank you for bringing your concerns to our attention and allowing us the opportunity to assist. Following your complaint, our Customer Excellence team reached out to schedule time to discuss the issue. As indicated in that call, our team is now in the process of calculating the invoices since April 2023 and will be requesting a concession for the unused return filings. We will continue to provide updates directly as we work toward a resolution.

• Initial Complaint

  Date:02/06/2025

  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.

  Avalara signed my business up for a free trial that I did not ask for. After my trial was up they started charging me triple for my monthly services. They have been over charging me since October of 2023. They refuse to refund me or provide proof that I signed up for the trial.

  

  Business Response

  Date: 02/10/2025

  Dear REMOVED,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">Thank you for reaching out and sharing your concerns. As a subscription-based service, DAVO processes charges according to the terms agreed upon during setup, and billing continues unless a cancellation request is submitted.
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">Our records indicate that two additional subscriptions were initiated on September 12, 2023, when bank accounts for two additional locations were linked to your DAVO account, as reflected in the merchant portal. Once a bank account is connected to a location, our system automatically begins billing per our subscription model. We understand that no transactions were processed through these locations; however, our billing structure is based on active connections rather than transaction volume. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">For your reference, we have attached a screenshot of our log confirming that the Terms and Conditions were accepted upon activation. After reviewing our policies and the details of your account, we have determined that the subscription charges are valid. 
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">That said, as a gesture of goodwill, we have processed a $225.96 refund covering the charges from January and February 2025 for both locations. Additionally, our REMOVEDSupport team has already disconnected the service on our end in response to your cancellation request. Please be sure to follow the steps our team provided to remove the integration from your Square account, as this is necessary to prevent any further charges.
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">We appreciate your understanding.