Complaints
This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 144 total complaints in the last 3 years.
- 50 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2024
Type: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 a customer of REMOVEDin 2023. The Avatax service provided by Avalara was beneficial to my company. The contract ended in February of 2024 and I was planning on not renewing. A few days after the contract ended I received correspondence from Avalara stating that the service had renewed. I immediately contacted them and cancelled the Avatax service. I created several support tickets with Avalara to have the invoice cancelled as service was cancelled and not provided. I did was assured the issue would be handled. I did not hear from Avalara for months until I received an invoice in September for the exact charges they were to remove.
Business Response
Date: 09/30/2024
David, thank you for giving us the opportunity to look into your concern and clarify. After reviewing your account records, we were able confirm that we received a cancellation request in writing on March 7 2024 via case #24690648. Unfortunately, because the written cancellation request was not received before the renewal date (Feb 27 2024), your account was automatically renewed per our Terms and Conditions: https://legal.avalara.com/#serviceterms.
Our team shared this explanation with you directly following your complaint and we understand that you remained unsatisfied. We then escalated to our leadership team who you met with on Sept 27 and we understand they are requesting with Account Management to process your cancellation request outside of our Terms and Conditions.
Customer Answer
Date: 09/30/2024
Complaint: 22310418
I am rejecting this response because:The matter has not been resolved yet. I am waiting to hear back from Avalara management team.
Sincerely,
David PittsBusiness Response
Date: 10/14/2024
David, thank you for your patience as our team worked to resolve. We reached out on October 8 to confirm the cancellation of INV-236197. We wish you and your business all the best.Customer Answer
Date: 10/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22310418, and find that this resolution is satisfactory to me.
Sincerely,
David PittsInitial Complaint
Date:09/05/2024
Type: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.
Want to REMOVEDAvalara will not uphold their REMOVEDWe notified them in writing to cancel service prior to the renewal date but they continue to charge us & ignore the request. They closed the original request without contacting us & then would not communicate unless we created a new request to cancel.Business Response
Date: 09/12/2024
REMOVED, we appreciate you bringing this matter to our attention so we could correct it. We understand how unexpected costs after requesting cancellation would be upsetting and we apologize for the inconvenience. Since receiving your complaint, our Customer Excellence team reached out on Sept 6 to notify that we are researching the case and more recently, on Sept 11 with the following update:
We recognize that you submitted a cancellation case (Case #REMOVED) dated May 29, 2024 which is two days prior to renewal date. We understand that because a cancellation form was not received, our system did not register your cancellation and therefore continued to bill you. We have been working to backdate your cancellation as it was made within our cancellation terms, and working to refund the charges since renewal. As explained in this update, we must get approval to stop your monthly billing and our team is working to expedite this process by escalating to the appropriate management.
We understand our team has not heard back from you regarding this matter, but nevertheless we remain committed to resolving. Please follow up with the Customer Excellence Manager directly with questions regarding this case.
Initial Complaint
Date:08/27/2024
Type: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 were in touch with Avalara in December 2023 for exploring using their services. Thereby certain terms were decided between us, however they thereafter sent a contract and thereby an invoice which was not as per our terms. We contacted them again and they said they are cancelling this and sending a new contract, which never got executed.Now if the new contract was not signed and the integration never completed with them due to complexity of the same at their end, they never asked for any money thereby assuming they are following terms decided that invoice shall be raised once we use their software and integration is complete. After one year they raise an invoice to us of an amount double of what was agreed, stating services starting after a month, we reached out to them stating that services have not started how do we have an invoice and that too double of the amount. To which they state this is a new invoice which starts in April 2024, but you have to also pay the older invoice, if the older invoice existed why did you never ask for money of it, how can the older or new invoice exist when the contract was rescinded and no new contract signed. When did we agree for a new pricing, when I raised all these questions it went to deaf ears. Thereby they sent an email that our account and services are terminated 27 March 2024, what termination when services were never used? And how is it that they raise a new invoice for services starting 31 March 2024 onwards when they state they have terminated our account.Now they are harassing us by sending a debt collection agent to force us to pay for invoices we never agreed to, services which we never rendered and for a new invoice of a amount never agreed to for this year when according to them our account is terminated. I have attached the reply we sent to the debt collector, but it is still continuing the harassment. I have seen multiple customers complaint he same and for sure believe fraud is their very intent.Business Response
Date: 09/05/2024
REMOVED, thanks for sharing your concern with us. We understand how unexpected costs would be upsetting. Our team has looked into your account. In reviewing our records, we see REMOVEDsigned an agreement with Avalara in December 2022 for a term lasting from December 30, 2022 to March 20, 2024.
Though signed, and thus binding, we understand you had some concerns with the billing structure and requested an amended contract that reflected different billing requirements. As indicated in your complaint, this amended contract was not signed and, thus, never went into effect. However, NR Wardrobe was still liable for the original contract, which is governed by Avalaras Terms and Conditions. Those Terms provide that a customer is responsible for fees regardless of implementation and is enrolled in automatic renewals unless the customer cancels prior to renewal. Because Avalara did not receive payment for your subscription, we eventually placed the account with collections and suspended your account with us.
Since receiving your complaint, our team has decided to close the case with collections and write the invoices off for nonpayment. We wish you and your business all the best.
Customer Answer
Date: 09/08/2024
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,
REMOVEDInitial Complaint
Date:08/19/2024
Type: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.
Avalara is a tax software that provides research and taxation. Upon signing with Avalara, I confirmed with the sales service agent that we could cancel the research portion at any time. They said yes. We signed a one-year contract based upon locking in that rate for one year, but could cancel at any time. Upon cancellation, they stated that we could not cancel and owed them for the entire year. I have been working on this issue since February 28, 2024 and just received yet another denial. We paid the 1st quarter outright, paid the software portion of the 2nd quarter, the software portion of the 3rd quarter, the software portion of the 4th quarter. After arguing with them and providing them countless documents of proof, they removed the research portion charges for the 4th quarter, but are still claiming we owe for the 2nd and 3rd quarter. Additionally, they have not posted one of the payments made to them. We are asking that they post the missing payment and remove the research portion for the 2nd and 3rd quarter as they said we were able to cancel at any time. If we weren't able to cancel at any time, why did they remove the research portion for the 4th quarter and not the other 2 quarters. Additionally, they said they cancelled the portion on 05/15, but were unaware that their system sends customers an email upon cancellation and it was actually done on 07/31/24. We have paid the software portion and all owed charges and are continuing to be a customer on the software portion only.Business Response
Date: 08/22/2024
REMOVED, our team has worked hard to provide you the best support possible through this concern. We have continued to communicate the agreed upon terms and conditions, as well as waived fees in good faith.
While we offer various billing intervals (monthly, quarterly, semi-annual, and annual), it's important to note that all Avalara contracts span a duration of REMOVEDAvalara's terms and conditions (REMOVED), which are also outlined on page 4 of the sales order you signed. As also written in these terms, contracts can be canceled within 60 days of signing, allowing our customers time to ensure our products are meeting their needs. The Tax Research sales order for your account was executed on 11/08/23, and the Cancellation Case REMOVEDwas initiated on 03/04/24. This falls outside the 60-day cancellation window required to qualify for a refund.
Your complaint states you provided documentation that proves the sales team promised you could cancel at any time, but unfortunately emails written by you stating what the sales representative told you are not considered documented proof. We have also reviewed all email communication with sales and all recorded calls on your account; we have not been able to find any claims where our team assured you could cancel outside of the agreed term. However, in an effort of good faith, our team decided to remove ATR from your contract midterm on 5/15/2024 which releases your responsibility for the final quarter research fee as indicated in your complaint. This is above and beyond what is customary or expected per our terms and conditions, as we were hoping to provide a productive path forward. The invoices issued before the contract amendment are still fully valid (Invoice INV-REMOVEDissued on 5/8/2024 and invoice INV-REMOVEDissued on 2/25/2024).
We have confirmed receipt of only partial payment for these invoices which is why you are seeing missing payments. The $246.40 payments you have made towards the $1,858.90 invoices have already been posted in the attached invoices under Payment Applied. Please pay the remainder of the invoices to remove the missing payments alert.
We remain committed to providing you the best service possible and have requested to meet with you to discuss ways to continue a productive working relationship moving forward. We understand you have opted to decline this opportunity to meet, but we remain open to connecting and exploring more opportunities with your team.
Customer Answer
Date: 08/23/2024
Complaint: 22164829
Avalara Billing (PLEASE OPEN ATTACHMENT AS THERE IS A NECESSARY PRINT SCREEN)
Attached are print screens from the Avalara website detailing our invoices. Additionally,attached are print screens from our banking website.
INV 153147 $2,211.70 For periods 11/08/2023 02/07/2024
Fully Paid 12/08/2023 posted on 12/10/2023
INV REMOVED $1,858.90 For period 02/08/2024 05/07/2024
$246.40 paid on 03/03/2024 posted on 03/03/2024
Leaving remaining balance of $1612.50
INV REMOVED $1,858.90 For period 05/08/2024 08/07/2024
$246.40 paid on 05/10/2024 NOT POSTED
$370.09 in credits - leaving $1242.41
INV REMOVED $246.40 For periods 08/08/24 11/07/2024
$246.40 paid on 07/02/2024 NOT POSTED TO THIS INVOICE
According to your own calculations, you are stating that we owe $1,612.50 for 02/08/24 05/07/24 and $1242.41 (after pmts are posted)for 05/08/24 08/07/24. Totaling $2,854.91. Your website says $3,347.71 as pmts are not posted.
Below are the payments that we have made:
PLEASE OPEN ATTACHMENT AS THERE IS A PRINT SCREEN FROM OUR BANK
At the bottom of the document, is the statement that Avalara provided to the BBB:
I have outlined two statements you made in red to address. You have stated that you cannot find any calls or emails and even if you could, that you are not going to follow what your personnel tell the customers. Below is the meeting in which REMOVEDstated to me when asked if we can cancel anytime, yes, but you wont want to. I encourage you to pull up the recording of that meeting and listen (09/28/2023). On a side note, it is very disappointing that your company does not honor what your employees offer your customers. I believe that to be unethical and a business practice, I hope you review.
Additionally, you have stated that in good faith you are cancelling our research portion as of 05/15, however, you have not corrected the third invoice to reflect this statement or posted our missing payment. Again, repeating the invoicing and payment information:
INV 153147 $2,211.70 For periods 11/08/2023 02/07/2024
Fully Paid 12/08/2023 posted on 12/10/2023
INV REMOVED $1,858.90 For period 02/08/2024 05/07/2024
$246.40 paid on 03/03/2024 posted on 03/03/2024
Leaving remaining balance of $1612.50
INV REMOVED $1,858.90 For period 05/08/2024 08/07/2024
$246.40 paid on 05/10/2024 - PLEASE POST PAYMENT
$370.09 in credits
Leaving $1242.41
INV REMOVED $246.40 For periods 08/08/24 11/07/2024
$246.40 paid on 07/02/2024 PLEASE POST PAYMENT
To end this matter, I am agreeing to pay the $1,612.50 for the 2nd quarter.
Your accounting still has issues to be corrected. 1 payment is not posted at all (05/10). INV REMOVEDhas not had our payment applied.
By cancelling the research portion on 05/15, your accounting should be $1,612.50 / 90 days x 8 days (05/08-05/15) = $143.33. Once these issues are corrected, your website should reflect $1,755.83 as owed.
INV REMOVED $1,612.50
INV REMOVED $143.33 For period 05/08/2024 05/15/24
$1612.50 / 90 days = $17.91 per day x 8 days = $143.33
However, below is the email from your customer service agent, REMOVED, showing that we are not responsible for charges after 05/07. Although you have cancelled it as of 05/15 (not sure why this date was chosen as nothing occurred on this date), your agreement below is that 05/07 is the final date. We will pay the 2nd quarter remaining charges of $1,612.50, however, we have in writing that 05/07 will be our last date.
PLEASE OPEN ATTACHMENT AS THERE IS A NECESSARY PRINT SCREEN
_____________________________
REMOVED
Resolutions Consultant
Phone: REMOVED
REMOVED
MESSAGE FROM BUSINESS:
REMOVED, our team has worked hard to provide you the best support possible through this concern. We have continued to communicate the agreed upon terms and conditions, as well as waived fees in good faith.
While we offer various billing intervals (monthly,quarterly, semi-annual, and annual), it's important to note that all Avalara contracts span a duration of REMOVEDAvalara's terms and conditions (REMOVED), which are also outlined on page 4 of the sales order you signed. As also written in these terms, contracts can be canceled within 60 days of signing, allowing our customers time to ensure our products are meeting their needs. The Tax Research sales order for your account was executed on 11/08/23, and the Cancellation Case REMOVEDwas initiated on 03/04/24. This falls outside the 60-day cancellation window required to qualify for a refund.
Your complaint states you provided documentation that proves the sales team promised you could cancel at any time, but unfortunately emails written by you stating what the sales representative told you are not considered documented proof. We have also reviewed all email communication with sales and all recorded calls on your account; we have not been able to find any claims where our team assured you could cancel outside of the agreed term. However, in an effort of good faith, our team decided to remove ATR from your contract midterm on 5/15/2024 which releases your responsibility for the final quarter research fee as indicated in your complaint. This is above and beyond what is customary or expected per our terms and conditions, as we were hoping to provide a productive path forward. The invoices issued before the contract amendment are still fully valid (Invoice INV-REMOVEDissued on 5/8/2024 and invoice INV-REMOVEDissued on 2/25/2024).
We have confirmed receipt of only partial payment for these invoices which is why you are seeing missing payments. The $246.40 payments you have made towards the $1,858.90 invoices have already been posted in the attached invoices under Payment Applied. Please pay the remainder of the invoices to remove the missing payments alert.
We remain committed to providing you the best service possible and have requested to meet with you to discuss ways to continue a productive working relationship moving forward. We understand you have opted to decline this opportunity to meet, but we remain open to connecting and exploring more opportunities with your team.
Attached REMOVEDINV-REMOVED2024-07-31 18_14_54Z (5).pdf
Invoice REMOVEDINV-REMOVED2024-07-31 18_17_35Z (4).pdf
The consumer provided the following when submitting the Complaint to BBB
Email to Avalara REMOVEDregarding Cancellation.pdf
Email Stream to Customer Service.pdf
Complaint regarding Avalara.docx
Avalara Cancellation 03-04-24.pdf
Avalara 4th Qrt (Correct).pdf
Avalara 3rd Qrt Invoice.pdf
Avalara 2nd Qrt Invoice.pdf
Avalara 1st Qrt Invoice.pdf
07-31-24 Cancellation.pdf
View Communication History for this Complaint
What is the next step?Customer Answer
Date: 08/27/2024
REMOVED,
Attached is the payment that we made this morning, which will likely reach you tomorrow. Our INV number and ID number are included in the memo for posting.
I see that you have corrected some issues and I appreciate your hard work to get this cleared up. With this payment posted, there is a remaining balance of $370.09. The 05/10 payment still needs to be posted, which reduces the difference to $123.69. Please clear that out as that is from 05/08-05/15 and REMOVEDsaid we are not responsible for charges after 05/07.
Going forward, I will ACH the payment for the regular quarterly software invoice, $246.40, upon invoice arrival.
Have a great day!
REMOVED
Accounting Manager
Business Response
Date: 08/29/2024
REMOVEDindicated in our last response, we have reviewed the recorded calls on your account as well as all email communication with sales and we were unable to find any support for your claims that our team indicated you could cancel a service at any time.
The statement in the email you provided regarding the cancellation request needing to be submitted prior to renewal is accurate to ensure the solution does not renew, but it does not indicate you would not be responsible for the billing. As we explained in our last response and through numerous emails with your team, our standard terms and conditions state the customer is responsible for the entirety of their annualized subscription cost. That being said, we recognize how this would have been confusing and therefore in another attempt of good faith and in the interest of ending this matter, we have issued a credit of $1,488.81 for INV-REMOVEDto cover the Tax Research fees for May 15 - Aug 08. This is in addition to the mid-term modification our team made to your contract which released the final quarter billing from your account. It is important to note that both concessions were granted outside of our terms and are beyond our customary process.
As evidenced with attached invoices in our last response, we have already posted payments for the invoices that you are claiming have not been posted. We have reattached them here for your convenience, as well as provided a breakdown of the invoice details below:
INV-826393 has the $246.40 payment applied leaving the remaining balance of $0
REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">INV-204326 (Service Period: 08-Feb-2024 to 07-May-2024) has the $246.40 payment applied leaving a remaining balance of $1,612.50
REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">INV-REMOVED(Service Period: 08-May-2024 to 07-Aug-2024) has the $246.40 payment applied with the above mentioned credit of $1,488.81 leaving a remaining balance of $123.69Customer Answer
Date: 09/03/2024
Better Business Bureau:
I have spoken to Avalara and we consider this matter closed.Thank you for your assistance.
Sincerely,
REMOVEDInitial Complaint
Date:08/16/2024
Type: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.
As is the case with many complaints that I am seeing at BBB, my issues with Avalara began with an erroneous "Notice of Suspension" email in March 2024. I ultimately received an email telling me to ignore this as there had been a "glitch in our automated email system". This was preceded by another incorrect email in February telling me that we had exceeded our transactions plan. I worked with my REMOVEDwho agreed that this was a mistake, and he advised me that he would work on the credit / refund since my card on file was automatically charged. In his words, "You are correct. Let me speak with my manager as to what the best way to handle the credit/tier situation is and I will let you know. The increase was $7,558.56." Later in May, a portion of this amount was refunded, however there was then yet another error that has yet to be remedied. Because of the error on Avalara's part of mistakenly putting my account into a higher tier, I was DOUBLE invoiced for the exact same services for the exact same period of time. One invoice (the correct one) was charged to my card, and another invoice (a duplicate invoice at the higher tier price) was automatically charged for $5,355.07!! Here's possibly the worst part ... I opened a case within Avalara and was following the progress as it was investigated. When it appeared that I was FINALLY going to get my refund based on the language in the case, the case was REMOVED / HIDDEN from my access. I have asked my REMOVEDs time and again for updates. These emails and voicemails are ignored. It came time to renew, and I was told that it was in the hands of a VP but it looked like it was finally going to be approved .... then ... nothing. Further, as I held off on signing a renewal at a lower tier, I was told that if I didn't sign the agreement in my mailbox that I would, again, AUTOMATICALLY be renewed at the higher tier. The is beyond absurd. It is CRIMINAL. I am due a REFUND of $5,355.07 for a duplicate invoice from MAY as well as apology.Business Response
Date: 08/26/2024
REMOVED, thank you for taking the time to bring these concerns to our attention. We understand how unexpected costs would be upsetting and we apologize for the frustration you've experienced. Since receiving your complaint, our team has indicated all erroneous charges were initially credited back to you, and our Customer Excellence is working to confirm this as well as get any incorrect remaining balances removed from your account. We understand you also have a meeting with the Customer Excellence team scheduled to review the account billing in full. We look forward to resolving this matter with you.Customer Answer
Date: 09/01/2024
Complaint: 22154734
I am rejecting this response because:Wrong. Wrong. Wrong. Even the "Customer Excellence" team (who were pleasant on the Zoom call) seemed to grasp the magnitude of their errors while I was on the call with them. Interestingly, at one point they were telling me that the credits due were "captured" in the billing they were sharing with me, and that they could not refund me for monies never received on their part. Boy, were they surprised when I asked to share my screen and showed them my credit card statement that showed the $5,355.07 CHARGE on my card that they said had never occurred. They then asked for a screenshot of that so that they could share with their team. They asked to record the meeting, and I agreed. I asked for a copy of that recording, and they have yet to send it to me. I hope to receive soon. It's been days, though, that it was promised to me, and I have yet to receive it. I am responding today because I have 7 days to respond to BBB, and that deadline is upon me without having resolution on Avalara's end. They do not work quickly, to say the least. The customer excellence team at least now seems to grasp the idea that I am due nearly $6K of funds that Avalara has charged to my credit card. Yet, the last communication is that A/R on their end still has yet to see it. Also, it was a surprise to the customer excellence team that one of their Avalara VPs had already recently approved a refund of $3,238.43 (which would be some if not all of what is owed to me), though I have yet to see that refund either. This company is so disingenuous, unorganized, and practically criminal. If you enjoy being spoken down to and robbed of thousands of dollars, then feel free to work with them. In the interim, I have disputed the $5,355.07 with my credit card company, am not accepting the Avalara BBB response, and will continue to await resolution. Lots of evidence sent in this email to back up my side of the story ... the CORRECT side of the story.
Sincerely,
REMOVEDCustomer Answer
Date: 09/13/2024
Good morning,
Wanted to supply an additional pdf for your reference. The amounts to focus on and that are relevant are on the pdf in black, red and green. This is my REMOVEDstatement for the period in question and the charges in red are those that were applied to my card on file without my approval. I initially stated that Avalara owes me $5355.07. In light of a small refund applied to that charge of $406.62, I am now due $4.948.45 instead.
Regards,
REMOVED
President
Cowboy Jungle, Inc.
Business Response
Date: 09/16/2024
REMOVED, thank you for your cooperation as our team has worked to handle this concern. On September 12, our team connected with you to address the breakdown of invoicing on your account which details the refunds and credits applied towards your account. We understand from this conversation that you are unsatisfied with our explanation and feel you are still owed additional refunding. Therefore, we have escalated internally to our Accounting leadership so they may review the account billing in full and confirm all the appropriate credits have been applied. We will continue to provide updates throughout this process as we have them.Initial Complaint
Date:08/13/2024
Type: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 overcharged my account by $3021.30 in March of 2024. We have contacted them at least 15 times and via email, multiple tickets in their help-desk system, and have also attempted to contact them by phone but have been told email is the only way to connect. We have been passed from one person to the next and have been told that they agree they have overcharged us by upgrading our account in error AND they have put in writing that they will refund our money and yet we still have not received a refund. The overcharge invoices that need to be refunded to us:$2,505.89 from INV-REMOVEDon 3/5/2024 $515.41 from INV-REMOVEDon 3/6/2024Business Response
Date: 08/23/2024
REMOVED, thank you for bringing this to our attention so we could escalate internally. We recognize that you were erroneously charged due to a recent system change and we sincerely apologize for the inconvenience this has caused. We understand how unexpected costs would be upsetting and so our team has worked to expedite this solution since receiving your complaint. We understand your team has been in communication with the account manager regarding our plan forward to refund the $3021.23. Please continue to follow up with this team directly so we can proceed with this concession. We appreciate your patience as weve worked to process and we look forward to continuing to serve your team.Customer Answer
Date: 08/29/2024
Complaint: 22136144
I am rejecting this response because: The business did respond to us after we filed this compliant and again acknowledged in writing that they owe us a refund of $3,021.30 for two invoices ($2,505.89 from INV-REMOVEDon 3/5/2024 and $515.41 from INV-REMOVEDon 3/6/2024). However, they have simply said they are still working on it which is the same message we have been receiving for months since the March charges. This complaint should not be considered closed until we receive the refund in full for $3,021.30 that they overcharged us and admit that they overcharged us.
Sincerely,
REMOVEDBusiness Response
Date: 09/12/2024
REMOVED, we appreciate your patience as we understand the extended time this resolution has required. Avalara recently changed internal billing systems which led to the refund delay and we apologize for the inconvenience this has caused. We understand now that your account manager is working directly with you and, as communicated with you, is processing your refund. This concession will be received in two parts ($2,465.23 and $556.07 totaling $3,021.30). Please reach out to your account management directly for any questions or updates regarding this matter.Initial Complaint
Date:08/12/2024
Type: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 are shutting down our e-commerce side of our website. I reached out to Avalara because I got an email stating my auto-renewal was coming up soon (10/6/2024). They advised the following "Please be informed that as per the Avalara's Terms and Conditions you are not eligible to cancel the Auto Renewal as your annual contract value s below 10K.". I asked for clarification and for this to be elevated to management, I did not receive a response. I submitted yet another ticket. I received the same response. There is no call-back number, their chat feature on their website does not work, and nobody is responding to my inquiries via email. Seeing that we no longer have a need for their services, I find it unbelievable that I am still required to pay over $900 for Avalara. Especially since we are well before the auto-renewal date.Business Response
Date: 08/19/2024
REMOVED, thank you for reaching out so we could look into the issue and assist. We understand there was some confusion regarding canceling Auto Renew vs. canceling your entire account. Following your complaint, our team reached out to explain why you were initially told you could not cancel the auto-renewal, and also provided the link to the cancellation form for your services. We understand that you have now completed the cancellation request and our team is working to process this. Your account remains active until October 6 2024. Please reach out to the Customer Excellence manager directly with any follow up questions.Customer Answer
Date: 08/19/2024
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,
REMOVEDInitial Complaint
Date:08/09/2024
Type: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.
RentVision signed a Sales Order with Avalara on 11/30/2023 that illustrated the fees to be paid.RentVision paid the initial invoice INV-REMOVEDfor the services and fees illustrated on the Service Order.Avalara sent a 2nd invoice to RentVision on 5/31/2024 for exceeding the usage on the Sales Order. The fees that were charged included an increased tier of allotted usage as well as a previously undisclosed "one-time upgrade fee". I have tried to dispute this "one-time upgrade fee" directly with Avalara, multiple times. They refuse to acknowledge that they are charging an unfair, undisclosed fee and will not adjust the invoice or refund us. Avalara is practicing unfair and unethical business practices.Business Response
Date: 08/16/2024
REMOVED, thank you for giving us the opportunity to address your concerns. We understand how unexpected costs would be upsetting, and we apologize if billing expectations were not clearly expressed. While our Terms and Conditions cover the One Time Fee, we acknowledge that this was not communicated effectively to you. In good faith, we have initiated and approved a credit of $1,008.46 for the one time upgrade fee. This credit may take a few weeks to process onto the invoice, though our Customer Excellence team is working diligently to expedite this process for your convenience. We understand you are working with this team to create a payment plan for the remainder of the invoice. Our team remains committed to overseeing this case to completion and providing any additional support you may need. Thank you for your patience and understanding as we work to resolve this.Initial Complaint
Date:07/30/2024
Type: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 received a notice from REMOVEDthat we had stopped paying sales taxes as of the first quarter 2023. In looking into this notice, we learned that Avalara had been filing $0 returns in all of our states since the first quarter 2023. They stated it was because we didn't install an extractor, but I had absolutely no record in my email of being told that this step was necessary. Over the course of several months, I reached out to Avalara multiple times to resolve this issue. I kept getting a reply that somebody from the "Customer Success Team" within 24 hours. But I heard nothing. On December 11, I filled out an online form requesting to cancel our account. On December 12th, Avalara emailed me that they needed more information, but the link they asked me to use just sent me back to the form I had already filled out. I called and verbally requested to cancel my account, and I also sent a PDF of the cancellation request on December 15th. Mind you, since I wasn't getting help from anybody at Avalara, I was working with another company at this point to get us caught up with our sales tax remittance (which cost us thousands of dollars once we included penalties and interest). Because I couldn't get confirmation from Avalara that our account had closed, I called our credit card company to cancel any future payments to Avalara. I also had to go onto each state and delete Avalara as a contact, as I noticed they had filed ANOTHER $0 return after I had requested the cancellation. I thought this was the end of the story, but I just got an invoice from Avalara for services rendered in December 2023 and May of 2024. I have no idea what these charges are for, and their collections person cannot send me a detailed invoice. I do know for sure that they haven't been remitting our sales tax for us.Business Response
Date: 08/08/2024
REMOVED, thank you for giving us the opportunity to look into your concerns. After researching your account history, we have discovered that you reached out to your REMOVEDteam in early November 2023 requesting a phone call to explain an issue you were experiencing with your extractor. Following the call, the Account Manager created a case internally to source resolutions. On November 14, our team shared a notice that went out to all Shopify Extractor customers in April 2023 which included the steps to resolve the concern. As explained in this notice, your transaction syncing was paused during this time, but transactions were not lost. We have reattached that email here.
REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We understand you opted to cancel your services with us on December 11 2023. Our REMOVEDteam emailed you on December 20 confirming that your cancellation was processed with the service end date as 9/9/2024. Because the cancellation request was received outside of the 60 day cancellation window, all pending invoices on your account remain valid per our terms and conditions: REMOVED. We remain committed to supporting you throughout the remainder of your subscription term.Initial Complaint
Date:07/29/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have had an ongoing issue since may 10 2024 and Avalara is refusing to respond or provide a resolution. We were emailed and call, now I was reminded that we are bound to another year of contract since i filling out that form on time. On may 10, 2024 I have reminded Avalara of their own Terms of Service, fowarded Avalara evidence of my cancelation in writing on time before the subscription renewed, yet we keep receiving invoices. I escalated the issue with Avalara and have not received any resolution. It is very sad that Avalara seems very stubborn, believing that it's ok to have customers enter another year of service of $985+ for a tool that I dont used.Without my permission I requested on time the termination of my service and close my full account online, but they continued ignore my email and call, this is totally ilegal, I wants Avalara to close any connection with my business. reference the REMOVEDand case #REMOVEDIBusiness Response
Date: 08/08/2024
REMOVED, thank you for bringing this to our attention. We apologize for the inconvenience in being billed after cancellation and we understand how unexpected bills would be alarming. Our team confirmed your cancellation was processed, but the system incorrectly registered it as 2025 which is why you were billed. Our team reached out on Aug 7 to confirm the invoice has been credited and provided you with a receipt of this for your records. At your request, our team also suspended your account so that you will not be contacted in any sales outreaches. Thank you for giving us the opportunity to resolve this. We wish you and your business all the best.Customer Answer
Date: 08/08/2024
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
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