Complaints

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

close

Find a Location

Avalara Inc has 4 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Avalara Inc

  906 Alaskan Way # 500 Seattle, WA 98104-1010

  
• 

  Avalara Inc

  6465 Greenwood Plaza Blvd Ste 200 Centennial, CO 80111-4910

  
• 

  Avalara Inc

  21 Robert Pitt Dr Ste 310 Monsey, NY 10952

• 

  Avalara, Inc.

  512 S Mangum St Ste 100 Durham, NC 27701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/09/2025

  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, *** uses delay tactics to avoid addressing a reduction in subscription to services.I had a contract that was set to renew on May 29, 2024. I missed the first several emails from Avalara because they went immediately to SPAM. I found an email right before our renewal date and reached out to Avalara on the following schedule:May 28: I identified that we were being charged for 70 returnsfar exceeding our actual needsand contacted Avalara to address the issue. No response was received. May 31: I reached out again to ****** **********, whom I believed to still be our account manager. June 3: After no response, I wrote again. June 4: ****** informed me for the first time that a new account manager, ********, had been assigned to me. June 4: I contacted ********, who responded, acknowledging my proactive efforts to align our tax filing needs. I assumed the issue would be resolved. June 4: I followed up with ********, providing additional questions. June 28: After hearing nothing for three weeks, I wrote again. July 10: Having still received no response, I wrote once more. Finally, I was informed that my account manager was on leaveinformation that was never communicated to meand that I would hear from someone new. July 31: Still having received no follow-up, I contacted Avalara again. August 2: Over two months after my initial inquiry, Avalara finally responded and refused to assist and, against my wishes, charged us for our full contract even though we did not require that level of service any longer.This pattern of unresponsiveness, lack of communication, and dismissive treatment is wholly unacceptable and undermines any expectation of professional service. Moreover, Avalaras assertion that no changes could be made to my contract because it had already begun is both baseless and misleading. I attempted to address this issue before the contract's start date and continued to do so shortly thereafter and for several months after.

  

  Business Response

  Date: 01/17/2025

  ****, thank you for sharing your concerns with us so we could look into the matter. We understand that our team met with you to discuss a resolution. From that conversation, Avalara agreed to downgrade your account to better align with your return requirements. We will also be issuing a refund for the renewed Returns that are not needed. Thank you for working with our team on this matter. We look forward to continuing to serve your team.

• Initial Complaint

  Date:01/06/2025

  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 have been an Avalara customer since March of 2023 using it to calculate sales tax revenue for my business. In 2024 was quoted a cost of approximately $9,350 for a sales tax history cleanup project. Following conversations, we realized there was a separate $1,119.80 project that needed to be completed before the $9,350 project and I agreed to that $1,119.80 project. My sales representative sent over an agreement that was supposed to be for that project and then I was billed for both projects together. I pointed out the error within hours and have been assured on numerous occasions since that I would be refunded the $9,350.That was August of 2024. I have emails, there have been meetings, all indicating that a refund was imminent and I should just continue with my other project in the meantime which I refused to do until the refund was ********** in January of 2025 I'm being told that there will be no refund because their legal terms prohibit refunds. This was either an honest mistake on their part or shady practices by the account manager putting both projects into the system for billing when I only agreed to the smaller one first.

  

  Business Response

  Date: 01/15/2025

  *****, thank you for bringing this to our attention so we could assist. We understand how an unexpected cost would be alarming and we apologize for the inconvenience this has caused. We understand that you requested to complete **************** before proceeding with PSTRA, whereas Avalara billed your account for both products at once. Following your complaint, our Customer Excellence team stepped in to expedite the refund process. As our team has shared with you, we are working internally to move the refund for INV-****** through the approval process. Please continue to follow up with the Customer Excellence manager directly so we can streamline this process for you. Thank you.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22776268
  
  

  I didnt know a response from me was required to keep the case open.  The company contacted me and asked me to wait while they sought approval for a refund and I havent heard back from them since.  I would like to keep the case open until they make a decision.

   

  Thanks,
  *****

   

  

  Business Response

  Date: 01/30/2025

  *****, thank you for your patience as we work with leadership to identify if there is opportunity for refund. Our team will update you directly once we have our answer.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22776268
  
  I am rejecting this response because:

  Their response is that they are just asking for more time to get approvals for the refund.  The case needs to stay open until I get a final answer on their decision so that I can decide on next steps.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/20/2025

  *****, thank you for your patience as weve worked with our leadership to advocate for concession. As updated by our team, the $9,350.00 refund for the ***** project has been approved. Please reach out to our team directly with questions on the refund process.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22776268
  
  I am rejecting this response because: they have said they are sending a refund, but I have not received it yet and they've given no timeline or tracking information to confirm it's coming.  Since this process has been ongoing since August 2024, I am hesitant to accept the answer until I have a check in my hand.  Please keep this open and I will update when I receive the check.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/04/2025

  *****, we appreciate your patience. As our team updated, we mailed the refund check to the address you provided on Feb 28. Please allow 10 business days to receive. Thank you for giving us the opportunity to resolve. 

  Customer Answer

  Date: 03/14/2025

  This complaint was closed in error.  I really thought I had responded already.

  
  On Feb 28 Avalara sent us a message that a refund check was cut and in the mail and to allow 10 business days for it to arrive.  I have calculated that today was 10 business days, and it has not arrived.  I was planning to contact them after mail delivery on Monday.

   

  Please keep this case open as its the only leverage I have to get them to follow through.

  

  Business Response

  Date: 03/24/2025

  *****, thank you for updating on this matter. We have confirmed with our Accounting team that the check was processed on February 28. Because you have indicated the check has not been received, our team is working to re-confirm mailing address before voiding the previous check and re-processing. Please reach out to our Customer Excellence team directly for updates.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22776268
  
  I am rejecting this response because: we still have not received a check and their response besides saying it was sent on Feb 28th is to "reach out to their customer excellence team" which they don't say how to do.  So now I have to figure out how to follow up on this.  Therefore, I do not accept this as resolved at this time.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/09/2025

  *****, the Customer Excellence Manager we referred to is the individual assigned to your case and has been providing updates on the status of your refund. We understand they have reached out to reconfirm whether the original check has been received before Finance proceeds with voiding it and issuing a new refund. We remain committed to overseeing this resolution to completion, please follow up with the Customer Excellence manager directly. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22776268
  
  I am rejecting this response because we have not received the check.  I have confirmed the address and that we have not received a check and we are awaiting their response.  They indicated that they would void and reissue the payment.

  Still not resolved.

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/22/2025

  *****, thank you for your continued patience as weve worked toward resolving this matter. As discussed with our team, Avalara has recommended processing the refund via wire transfer to ensure ******************** receives the funds securely and efficiently. We appreciate your cooperation in providing the necessary wire transfer details and will continue to keep you informed with updates as they become available. If you have any questions in the meantime, please dont hesitate to reach out. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 22776268
  
  I am rejecting this response because: after promising a check in the mail that didn't arrive despite confirming the correct address, they have now promised a wire transfer but have had the bank information for two days and no wire transfer has been received.  Complaint should stay open until the refund is received.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/30/2025

  Thank you for your patience throughout the refund process. Were pleased to confirm that the wire transfer was completed on April 28, and our team has shared this update with you directly.
  If you need any further assistance, please dont hesitate to reach out to our team. Thank you again for your cooperation.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 22776268
  
  I am rejecting this response because: the wire transfer has not been received.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/20/2025

  We understand that the initial wire details provided by ******************** were incomplete. We appreciate your cooperation in supplying a bank letter that included the necessary intermediary account information, which allowed us to move forward with reissuing the wire refund. For the most up-to-date information, we encourage you to follow up directly with our Customer Excellence team. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 22776268
  
  I am rejecting this response because: Wow, adding insult to injury, not a good look.  The wire instructions were not incomplete, they were confirmed by our bank.  But the person who executed the wire transfer didn't key in all of the details we provided.  Every step of this process has been extra painful, to the point of making it feel like it's being done on purpose.  We had funds taken without our permission in August of 2024 and we've been chasing for 8 months to try to get them back.
  
  We still don't have the wire transfer but we are told they're trying again, case should remain open until we receive the promised refund.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/04/2025

  Dear *****,
  Were sorry for the frustration and delay you experienced in receiving your refund. We understand how upsetting unexpected costs can be, and we recognize that the refund process added to that frustration.
  We truly appreciate your patience as our teams worked to complete the refund. We understand youve confirmed receipt of the wire transfer, and were glad to see this resolved.
  If you need any additional support, please dont hesitate to reach out to our team directly.

• Initial Complaint

  Date:12/30/2024

  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.

  Date: 10/17/24 & 12/9/24 Amount: $516.20 and $211.20 Business contracted obligations: File state taxes and provide extractor that imports transactions automatically without action from the business Nature of the dispute: I am a small business owner just starting up. I hired Avalara to import my transactions from my Quickbooks account, monitor my transactions for state nexus, and file my taxes on time. The business has now missed three separate tax filings that I had to file on my own without any knowledge of how to do so. The extractor triplicated my transactions after it was all setup with the guidance of their company, requiring me to void every transaction (as they were also incorrect) and enter each transaction manually. I have not spoken with my personally assigned representative that has changed at least 4-5 times now. I have been a customer since August and they have done nothing on their end to make any of this easy in any way. It has been an absolute nightmare. I never provided authorization for auto pay or debit of my account and they took an additional $211.20 without my approval. They cannot provide me a corrected invoice matching what I actually paid, and only provide me the original invoices before credits were applied. I feel like I have been scammed and that they are preying on new small businesses. I originally signed up for more returns than I needed because they advised I would need monthly filing for one state so they sold me 16 returns. Avalara discovered this was incorrect and that I would only need to file annually instead of monthly (FL) and semi-annually instead of monthly (OH). I then discovered via speaking to ******* **** of Taxation that I have to file quarterly instead of annually. I asked avalara to bill me for the 3 remaining returns for ******* for the year as I had already filed the first one on my own since it was late. On 11/12 I was invoiced and asked them to reverse it as I had health issues come up.

  

  Business Response

  Date: 01/08/2025

  ****, thanks for bringing these concerns to our attention. We understand our team reached out to provide the following update:
  
  After reviewing your account, I can confirm that there is no billing error. Both credit amounts, $844.80 and $211.20, have been successfully applied to your invoices. Heres a detailed explanation of your invoices:
  Invoice INV-******: A credit of $844.80 was applied to this invoice. After the adjustment, the total balance due became $516.20, which has already been paid.
  Invoice INV-*******: This is a revised invoice where we downgraded your returns tier from 16 to 3. After applying the price adjustment, a credit of $211.20 remains on this invoice.
  Invoice INV-*******: This invoice is for 6 managed pre-paid returns. The total amount due for this invoice was $422.40. After applying the $211.20 credit, the remaining balance due is $211.20.
  Additionally, our Customer Excellence team has scheduled time with you on Friday, January 10 to discuss more. We look forward to our conversation and continuing to support you.
  
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22747084
  
  I am rejecting this response because:

  The business never filed my taxes.

  The business never corrected the issue preventing my transactions from making it into the system to file.

  The business never fixed the integration unit that pulls the transactions from Quickbooks into their system for processing.

  The representative meeting with me to discuss my BBB complaint never showed up to the meeting (screenshots attached).

  At this point, I have filed my taxes on my own and want a refund for everything.  They have not accomplished anything for my business and I had to do it all on my own.  I had a total of $685 in sales this year and this company charged me $727.40 for their services, and did nothing to help me in any way.  Every time I open a support case they point the finger to someone else, or another department, and never get anything fixed.  I am now 7 days before my tax deadline and had to learn how to do this all myself on the fly.  My Ohio taxes are filed and I am working on ******* as we speak.  

  This is my official request to not only get a partial refund as I had initially requested as they continue to not take care of their responsibilities here.

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/28/2025

  ****, thank you for your patience and cooperation as weve worked to identify the erroneous charges and credit them accurately back to you. As our Customer Excellence team has updated you, we have credited and revoked all the invoices. Thank you for giving us this opportunity to make this right.

  Customer Answer

  Date: 01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as everything has been refunded appropriately.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/26/2024

  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.

  I have cancelled Avalara's services effective 9/30. They were given this notice in August 2024. Therefore the last sales tax returns they filed should have been in October. However despite multiple phone calls they are STILL withdrawing money from my account. Which means I'm paying the state 2x as I am already taking care of filing on my own. This is insane. I want my money back in full.

  

  Business Response

  Date: 01/03/2025

  ******, thank you for reaching out to share your concerns with us so we could assist. We understand how unexpected costs would be upsetting and we apologize for the inconvenience. We appreciate you taking the time to meet with our team following your complaint so that we could learn more. We understand that while you submitted for cancellation in August ************************************** October 2024, Avalara still filed Returns in November. As updated by our team, we are looking into the issue with the information youve provided so that we can work towards resolution. Please continue to follow up with our team directly.

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22730999
  
  I am rejecting this response because: I am still in communications with Avalara and this has not been resolved yet. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/13/2025

  Filed a complaint because Avalara continued filing my taxes AFTER I canceled. ******** **** sent me an email and then never followed up. Support from Avalara never followed up either. Because of this I have paid sales tax TWICE. Avalara is unprofessional and will take your money.

  
  

  

  Business Response

  Date: 01/23/2025

  ******-
  Thank you for your continued patience as we work to resolve this matter. We understand the importance of addressing your concerns and appreciate your collaboration throughout this process. Our Tax Analyst team has been in regular communication with you while reaching out to state jurisdictions and working to amend your returns. We've attached a log of emails exchanged over the past week between Avalara and Crimson and Clover Studio. 

  Please rest assured that our team is committed to seeing this process through to completion. We encourage you to continue reaching out to our team directly for the most accurate updates.

• Initial Complaint

  Date:12/23/2024

  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 told our account manager on 11/25/24 we did not wish to renew our subscription. 11/29/24 over $6k was debited from our account. I have been emailing out account manager non-stop since 11/25. I have called multiple times and spoken with someone on the phone who is not able to help and is "not sure why my account manager is not responding". Reason for our cancellation is due to multiple issues with our sales tax not being paid on time resulting in late fees. Everyone I have spoken to at ****** is from ***** which is making me think this entire company is a scam. Do not do business with them! We will be taking legal action if we are not refunded by 1/1/25 .

  

  Business Response

  Date: 12/30/2024

  *******, thank you for bringing this matter to our attention. We understand how an unexpected cost would be upsetting and we apologize for the error in your billing. Following your complaint, our team reached out to obtain proof of cancellation request prior to renewal; we appreciate your cooperation in providing this. We have now submitted a refund request for $6,341.80 to be applied towards INV-*******. Please allow additional time for the concession process as we are performing this request in the holiday season.

  Customer Answer

  Date: 12/30/2024

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

• Initial Complaint

  Date: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,
  
  **** ******