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:02/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up with Avalara in 2024 to begin services. The sales REMOVEDat the time was REMOVED. After the initial proposal, She spoke to her manager and sent us an email dated January REMOVEDagreeing to the following costs or year ($318/month) and year 2 (REMOVED/month). We agreed and signed a contract on January 19th, 2024. The Contract signed was for a total of REMOVEDwhich was correctly executed as stated by REMOVEDemail for year 1. Please note that are no dates of service listed on this contract. Since we did not recieve a contract for year 2, we assumed Avalara would honor what their employee and manager agreeed upon with us for year 2. We got an email from Avalara stated that the auto renewal had gone through on January 30th for the amount of $799.46 (Invoice attached).We reached out to Avalara to resolve the issue (Feb 5, 2025) and the account manager is unwilling to connect us to his manaer or anyone in the legal deparment to resolve the issue. The account Manager's name is REMOVEDhe was laughing over the zoom call stating that we signed and agreed to the contract so we have to pay. He refused to listen or provide us with contact information for his department head so we could understand why Avalara is not following through on its expressed written agreement. He disconnected the zoom call.We asked him to send us our signed contracts. He sent us an email with 2 contracts. The first is the contract for the term 1/30/2025 - 1/29/2026 with the payment of ($799/month) and it is unsigned. The second is a copy of the signed contract dated January REMOVEDwith the correct payment terms of (318/month ).We have requested again from Avalara to provide us with a signed contract showing that we agreed to the payment of $799 per month for the period of 1/30/25- 1/30/2026. We have also requested Avalara to provide REMOVEDhistory showing we actively signed this agreement. Avalara will not respond to us to resolve the issue

  

  Business Response

  Date: 02/11/2025

  Dear REMOVED,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Thank you for reaching out and sharing your concerns. We understand that unexpected costs can be frustrating, and we sincerely apologize that the pricing you anticipated did not align with the billing you experienced. 

  After reviewing your account, we acknowledge that the second-term pricing promised by a Sales representative was not honored, and your renewal was processed at a higher rate. Our team offered to adjust the renewal to the originally agreed-upon price; however, we understand that REMOVEDhas chosen to proceed with account termination. 

  To ensure a smooth resolution, we have waived the pending invoices and are prioritizing the account cancellation process. We appreciate the opportunity to have worked with you and wish you and your business all the best moving forward. 

  Customer Answer

  Date: 03/01/2025

  I am providing an update on the case REMOVEDAvalara sent me a confirmation yesterday that the contract was cancelled. Then today they ended up debiting my account for the amount REMOVED. I am not sure why they continue to charge me. Please keep this case open and unresolved.

   

  Copy of Cancellation Email and Charge on my Business Account are attached. I have again reached out to the customer excellence team that was responsible for handling the cancellation with copies of the cancellation confirmation and charge on my account.

   

  Please let me know if there is anything I can do to obtain a fair resolution. At this point, this situation has caused an undue amount of stress on my business financially and me personally despite taking all of the necessary steps Avalara requested to complete this process in a timely manner on their terms.

   

  Please let me know if you require additional information.

   

  Thank you for your generosity with your time. It is greatly appreciated.

   

  Kind regards,

  REMOVED

  REMOVED

  Tashan Time Inc.

  

  Business Response

  Date: 03/11/2025

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience caused by the additional billing following your cancellation. As our team has communicated, our accounting department has processed the necessary reversals, and the charges have been removed. We appreciate your patience and the opportunity to resolve this matter.

  Customer Answer

  Date: 03/12/2025

   
  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. Thank you for completing the refund the funds have been received. We REMOVEDreceived confirmation that future invoices have been cancelled. I hope this resolution is final.

  Thank you for your genorosity with your time and in your efforts

  
  Sincerely,
  
  REMOVED

  Tashan TIme

• Initial Complaint

  Date:01/28/2025

  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 requested cancellation with this company in December of 2024. Due to their lack of progress I filed a complaint with the BBB. Earlier today I received a notification that they approved my refund that was requested. The company has now filed erroneous returns with the State of OH when I did not authorize them to do so. It was not until after I replied marking this case as resolved today with the BBB that they then requested access to my State of OH tax filing account and sent me a confirmation email that my services were now activated with Avalara. I did NOT authorize this and the return they filed is incorrect. I filed my own tax returns and they have been aware of this since I filed them without their help. I waited until a week before they were due to give them the opportunity to do their job and they failed to do so, which is why they agreed to refund me. This company needs to STOP requesting access to my information and stop filing returns on my behalf. I feel this is predatory practice as they waited until AFTER I closed my claim with the BBB to do this to me. I have attached a screenshot showing today at 11:15a from the BBB stating Avalara advised them of a refund approval. I went to the BBB website and accepted the resolution. Avalara also sent a follow up confirmation reiterating their approval of my refund on 1/20/25. At 2:46p I received a confirmation of the case being closed with the BBB. An hour later at 3:45p CT I received a notification from Ohio Business Gateway telling me that Avalara Compliance has requested Filing Admin access to my account. I did not approve that, and when I go to the site there is no request showing, and somehow they filed tax returns that were not approved/correct. At 5:38p I received a notice congratulating me on completing the implementation of my avalara products that have been cancelled and refunded, just confirming why I am here to begin with. This company needs to stop and they should be out of business.

  

  Business Response

  Date: 02/06/2025

  REMOVED, thank you for bringing this filing concern to our attention. While we did complete the refund submission related to your initial complaint, we sincerely apologize for any additional frustration this has caused.

  Our Customer Excellence team reached out to you on February 4 to schedule additional time to discuss this matter further. We encourage you to follow up with our team so we can continue working toward a resolution.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22870509
  
  I am rejecting this response because you never had authorization to file anything on my behalf. Your company has ZERO idea what is actually going on and has no communication within. Your company was fired and you refunded me and should NOT have continued to do anything with my taxes! You were NOT authorized to file the incorrect forms you submitted AFTER I informed you directly that I submitted my own returns because your company failed to do so!

  REMOVEDrem; -webkit-text-size-adjust: 100%;">this is enough already! You need to notify the REMOVEDthat you were wrong and shouldnt have submitted anything.  I dont need to discuss that with you.

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/19/2025

  REMOVED-- We sincerely apologize for any frustration this situation has caused. Our team reached out to discuss the matter further, and we understand from your response that you prefer not to meet at this time. 

  Despite this, our team remains committed to supporting you, and we have asked them to review the filing to work toward a resolution. Our team will reach out directly with updates. 

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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.

  A Waste of Time and Money Avalara promised the world and delivered next to nothing. Their customer service is abysmalrepresentatives (primarily based in REMOVED) have accents that are often difficult to understand, which only adds to the frustration.They also claimed to offer Spanish customer support, but that turned out to be completely false. This was a major factor in our decision to work with them, and it was yet another disappointment.After paying thousands of dollars and dedicating countless hours in endless meetings, their system never successfully integrated with WooCommerce. For over eight months, they assured us they were working on it, only to eventually shift the blame to WooCommerce. If that were true, they should have identified the issue within the first couple of monthsnot dragged it out for so long.I canceled due to their inability to fulfill their contract and requested a refund, which they flatly denied. Their lack of accountability and professionalism is appalling.

  

  Business Response

  Date: 01/29/2025

  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. After reviewing the communication on your account, we understand that you were dissatisfied with the WooCommerce connector. Our records show that Avalara attempted to work with iBiblias to address the issues you encountered; however, we understand you ultimately decided to cancel your service.
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">As outlined in Avalaras terms and conditions (REMOVED), we are unable to process a refund in this case. However, we have proactively initiated the cancellation of your subscription to ensure that your account does not renew on April 15, 2025. In the meantime, our team remains committed to assist you with any support you may need.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22818975
  
  I am rejecting this response because:

  Dear Better Business Bureau,

  
  I am submitting this complaint against Avalara due to their misrepresentation, failure to provide the promised service, and refusal to issue a refund despite their clear shortcomings.

  
  We engaged Avalaras services and paid nearly $6,000 with the expectation that their system would properly integrate with WooCommerce, as advertised. However, after almost 10 months of troubleshooting, Avalara was unable to resolve the integration issues. Instead of taking responsibility, they shifted the blame to WooCommerce and advised us to pursue the issue with them, despite the fact that Avalara was responsible for handling the integration.
  Had Avalara informed us at the beginning that the WooCommerce connector had compatibility issues, we would not have proceeded with their service. Instead, they continued offering ineffective solutions for nearly a year before finally acknowledging the WooCommerce connectors flawsat which point it was too late for us to make alternative arrangements.

  
  Our dissatisfaction was not with WooCommerce, but with Avalaras lack of transparency, failure to resolve the issue, and failure to deliver the service we paid for. They misrepresented their ability to integrate the systems, and their support team was ultimately unable to provide a functioning solution. Given these facts, Avalaras refusal to issue a refund is unacceptable.

  
  We request a full refund due to their failure to deliver the service as promised. We also ask that Avalara take accountability for misleading us into believing they could integrate their system with WooCommerce when, in reality, they could not.
  Thank you for your time and assistance in this matter.

  
  Sincerely,
  REMOVED
  CEO, REMOVED
  REMOVED
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/14/2025

  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.

  Subject: Complaint Regarding Avalara's Service Disruption and Impact on Business Operations - Love to REMOVEDWhom It May Concern,Love to REMOVEDis formally submitting this complaint to BBB regarding the recent actions of Avalara, our sales tax compliance software provider, which have resulted in significant disruption to our business operations.We rely on Avalara's software to maintain compliance with USA sales tax regulations. However, despite an agreed-upon credit on our account, REMOVEDhas suspended our access to this critical software, citing non-payment. This suspension occurred before the credit memo was processed and an accurate invoice was issued.While we understand the importance of timely payments, we believe Avalara's actions in this instance are unreasonable and have caused unnecessary harm to our business. We have been unable to operate in a fully compliant manner during this period of software suspension.We have attempted to resolve this matter directly with Avalara. However, we have faced significant challenges in contacting appropriate personnel and escalating the issue within their organization. Our requests for an escalation contact have not been met with a satisfactory response.Therefore, we specifically request the assistance of BBB in obtaining an escalation contact within Avalara. We believe that engaging with a senior representative at Avalara is necessary to ensure a swift and fair resolution to this matter.We have attached a detailed account of our interactions with Avalara, including relevant correspondence, as supporting documentation for your review.We appreciate your time and attention to this matter. We trust that BBB can help facilitate a resolution that restores our access to essential software and ensures Avalara adopts more reasonable account management practices.Sincerely,REMOVEDCFO Love to REMOVED

  

  Business Response

  Date: 01/21/2025

  REMOVED, thank you for bringing this to our attention so we could swiftly resolve. We apologize for the inconvenience that the suspension of your account caused. We appreciate your cooperation on providing the proof of payment so that we could reinstate the account. We have also approved and posted the credit to include the REMOVEDand one-time fees refund.  Thank you for giving us this opportunity to make this right.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22811787
  
  I am rejecting this response because:

  I have similar queries related to other components of Avalara's billing but I am still unable to contact our account manager - who has blocked my ability to schedule meetings with him. I do not receive responses via email and I cannot call. 

  I am looking for a point of escalation within Avalara so that I can receive a response to my email which was sent 6 days ago.

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 01/31/2025

  REMOVED, thank you for bringing this additional concern to our attention. We apologize for the delay in responseyour Customer Success Manager was out of the office last week, which contributed to the delay. However, we understand that they have since responded and provided the information you requested regarding Assisted Support. If you have any further questions or concerns, we encourage you to follow up directly with your Customer Success Manager, who will be happy to assist you. We appreciate your patience and look forward to continuing to support you.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22811787
  
  I am rejecting this response because: it merely addresses our customer success manager's most recent absence from the office, there have been multiple prior instances whereby my attempts to contact our account representative and customer success manager go unanswered. Unfortunately, the information I am requesting is firmly in the ordinary course of using Avalara's product and the slow response times affect our ability to use their software and therefore get value for the subscription we pay for. The most recent query that has gone unanswered is as per attached and relates to our account manager's nonresponses. We appreciate people's busy schedules but as a customer of this business we merely ask for timely responses to very simple account and support related quests. In detail - on 16 January we reached out to our account manager and despite follow REMOVEDon 22 and 31 January we did not receive a response. This left us 2 weeks behind schedule on our implementation project of the software we are procuring from this vendor.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/09/2025

  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.

  My company used Avalara as a vendor. Avalara required us to have a trust account for taxes. I sold the business in October of 2023. Avalara has held onto our money for over 15 months now. The sum exceeds $5,000. We have been emailing our contact for over a year now, and she simply gives us excuse after excuse of why they aren't paying us. This is no disagreement on how much they owe us. It has reached the level of absurdity.

  

  Business Response

  Date: 01/17/2025

  REMOVED, thank you for bringing this to our attention. We apologize for the frustration and we recognize the inconvenience this billing concern has caused. Following your complaint, our Customer Excellence team reached out to discuss the situation more. Since then, this team has been working to escalate internally. We remain committed to supporting you and working to resolve the issue. In the meantime, please follow up with our team directly for updates on the matter.

• 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, REMOVEDuses 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 REMOVED, whom I believed to still be our account manager. June 3: After no response, I wrote again. June 4: REMOVEDinformed me for the first time that a new account manager, REMOVED, had been assigned to me. June 4: I contacted REMOVED, 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 REMOVED, 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

  REMOVED, 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 REMOVEDin 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

  REMOVED, 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 REMOVEDbefore 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-REMOVEDthrough 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,
  REMOVED

   

  

  Business Response

  Date: 01/30/2025

  REMOVED, 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,
  
  REMOVED

  

  Business Response

  Date: 02/20/2025

  REMOVED, 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 REMOVEDproject 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,
  
  REMOVED

  

  Business Response

  Date: 03/04/2025

  REMOVED, 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

  REMOVED, 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,
  
  REMOVED

  

  Business Response

  Date: 04/09/2025

  REMOVED, 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,
  
  REMOVED

  

  Business Response

  Date: 04/22/2025

  REMOVED, 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 REMOVEDreceives 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,
  
  REMOVED

  

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

  

  Business Response

  Date: 05/20/2025

  We understand that the initial wire details provided by REMOVEDwere 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,
  
  REMOVED

  

  Business Response

  Date: 06/04/2025

  Dear REMOVED,
  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 REMOVEDof Taxation that I have to file quarterly instead of annually. I asked avalara to bill me for the 3 remaining returns for REMOVEDfor 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

  REMOVED, 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-REMOVED: 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-REMOVED: 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-REMOVED: 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 REMOVEDas 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,
  
  REMOVED

  

  Business Response

  Date: 01/28/2025

  REMOVED, 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 REMOVED, and find that this resolution is satisfactory to me as long as everything has been refunded appropriately.
  
  Sincerely,
  
  REMOVED

• 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

  REMOVED, 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 REMOVEDOctober 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,
  
  REMOVED

  Customer Answer

  Date: 01/13/2025

  Filed a complaint because Avalara continued filing my taxes AFTER I canceled. REMOVEDsent 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

  REMOVED-
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Thank you for 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 REMOVEDis from REMOVEDwhich 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

  REMOVED, 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-REMOVED. 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 REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED