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

  21 Robert Pitt Dr Ste 310 Monsey, NY 10952

• 

  Avalara Inc

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

  

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:06/19/2024

  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.

  Avalara has not been responsive to my request for cancellation of services (made within 1 week of signing up), has erroneously billed me, and does not respond to requests for help through their support portal. I signed a contract for service Nov 7, 2023 and was told in writing I had 30 days from the date of signing up to cancel in full with no obligation and would not be charged until after the 30 day period. I cancelled my account within 1 week of signing up (Nov 14, 2024). I submitted the formal cancellation request and received confirmation of my cancellation request with a case number (see uploaded documents). That case number has since been removed from the system in the portal for my profile which still exists despite my cancellation. Despite cancelling, I was billed in December. After several emails and months I was refunded and assured I would not be billed again. This support case has also been deleted in the system by Avalara. In March I noticed that the account was still showing as open and AGAIN requested it be closed. On May 17 I received a notice that I would be invoiced for about $1000 on June 15, 2024. I AGAIN contacted Avalara through their support portal, supplied proof of cancellation, and was told that my case would be escalated to accounting. I also requested that my credit card be removed from their portal. On June 15th I was charged $937.42. I reached out to Avalara via phone, email, and the support portal with no response. I have contacted my credit card company to refute this charge. I'm seeking that the company comply with the reverse of charges, remove my credit card information from their system and finally cancel the account as requested in November 2023.

  

  Business Response

  Date: 06/28/2024

  *******, thank you for sharing this concern with us so we could rectify. Unexpected costs are not what we want for our customers and we apologize for the billing frustrations youve shared with us. Our team looked into your account to confirm that you did in fact initiate a cancellation prior to renewal back in November 2023. There was an error with the cancellation routing that left your account active and billable which led to the ongoing invoices. Our Finance team has worked to adjust the cancellation to include the US services that were originally left out and has processed credits for the invoices received after the cancellation. We apologize for the inconvenience and we appreciate you giving us the opportunity to make it right. Please follow up with the Customer Excellence team directly for any updates regarding these solutions. 

  Customer Answer

  Date: 06/30/2024

   
  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 **** trust that they will honor their word that they will indeed reverse the nine hundred charge (approximate) and cease billing me.
  
  Sincerely,
  
  **************************************

  Customer Answer

  Date: 07/19/2024

  Im seeking help regarding my previous complaint (complaint #********).  While Avalara did refund my money and confirmed I had closed my account in November 2023, they continue to send me invoices (See attached) thus this matter is not completely resolved.

  Please advise of next steps.

  *******

  

  Business Response

  Date: 08/07/2024

  We apologize for the inconvenience in receiving an additional invoice and we understanding how this would be confusing. Accounting has confirmed that we have refunded the erroneous charge (please see attached confirmation) and there are no outstanding invoices for your accounts.

  Customer Answer

  Date: 08/07/2024

   
  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:06/18/2024

  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.

  Issue 1 - On 4/9/24 I filed a support case requesting proof of tax payment to a state Avalara filed and collected taxes for. They keep closing the case without providing proof of payment. They told me to download the file, it kept giving an error. They tried and it gave them an error. This was then sent on to someone who was supposed to get the information. As of today, I have not received the information and have had to pay the state the sales tax plus penalties and fees.Issue 2 - We received an invoice with the incorrect charges and still continue to wait for a credit. They have our bank information so the invoices are on autopay, no way to stop it.

  

  Business Response

  Date: 06/28/2024

  ******, we appreciate you bringing this to us so we could assist. After receiving your complaint, a member of our Customer Excellence team jumped in to research your concerns and provide support. We understand the challenges you experienced with your PA return and we understand how this inconvenience has caused some frustration. In working with our PA contacts directly, we were able to provide a path towards resolution. As of now, you have filed the amended return under our teams guidance and we have reported this completion to PA. Our team is also reviewing your concerns regarding invoicing and can assure you our team will work to credit any incorrect charges for the **** Connector that we discover. We remain committed to overseeing these matters through resolution and we appreciate your patience as we work to support.

  Customer Answer

  Date: 06/28/2024

   
  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,
  
  The *********** Dba Mid-america Store Fixtures

• Initial Complaint

  Date:06/12/2024

  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.

  We signed up with Avalara to help us with sales tax. We paid them to register us in ******************************************************************************************* 5 of the states, but that we must do it ourselves. So, we asked them for a refund for the amount we paid which was $745. I have asked probably 20 times since April. I asked *****************, *******************************, *********************, as well as a number of other representatives. Everyone gives me lip service and tells me they will refund this. Then another incident occurred where they charged me $250 for an integration that was not needed. Again, they said they would refund me. They have not. They have stolen our money and will not return it.

  

  Business Response

  Date: 06/21/2024

  *********, thanks for raising these concerns with us so we could assist. We understand how unexpected costs would be upsetting and so our team jumped in to resolve following your complaint. As communicated with you by our Customer Excellence team, we have initiated a refund for the unneeded connector and we are working with our licensing team to learn more about the 5 states you were unable to register in. Our team remains committed to supporting you and overseeing this case until it is resolved. We appreciate your patience as we work to handle these concerns. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21840598
  
  I am rejecting this response because:

  I have not received the refund and I have been told multiple times by Avalara that they have "initiated" a refund or "initiated" the process of a refund. I will not be satisfied until the refund has been processed. See the attached email that shows that over a month has passed and nothing has been done. This was not even the beginning of my requests for a refund for both items. Avalara keeps saying they will do something but they do not take any action. When I see action, then I will believe that they are issuing a refund. This is FRAUD. This is why I am reporting them, because SAYING that you'll refund and ACTUALLY refunding are 2 completely different things. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/18/2024

  *********, we understand your frustration and sincerely apologize for the delay you experienced. We have received confirmation that the credit has been applied to your account. Please follow up with the Customer Excellence team directly with any questions or concerns regarding this update. We look forward to continuing to support you. 

  Customer Answer

  Date: 07/29/2024

  I have not received any refunds from Avalara even though they say they have processed them.

  
  

  

  Business Response

  Date: 08/05/2024

  *********, thanks for the opportunity to clarify our last response. According to our records, the incorrect connector charge for $250 was refunded in May 2024 (please attached receipt). As for the 5 states we were not able to register in, we have applied a credit for an outstanding invoice in order to expedite the resolution. We have attached the credited INV-****** for your convenience that sufficiently covers the $749 you were owed for the registrations. We apologize again for the delay you experienced in receiving these credits, and we hope our resolution has met your expectations. Please follow up with our Customer Excellence team with any questions.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21840598
  
  I am rejecting this response because they were incorrect. We did not have an outstanding balance that needed to be credited. They actually owe us money. Attached is a copy of the email showing what they intend to do about this. They are sending a check. I will believe that they are sending this when I actually have it in hand, based on their history of not replying or taking any action.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/16/2024

  *********, we apologize again for the confusion and we appreciate your patience as we've worked to resolve this. As communicated with you by our Customer Excellence team, Check Number ****** was mailed to your address on file on August 9th. We look forward to receiving your confirmation of delivery.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21840598
  
  I am rejecting this response because: I have not received the check that was promised.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/23/2024

  We have received the check. Thank you!

• Initial Complaint

  Date:06/11/2024

  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.

  At the end of 2022 we entered an annual contract with Avalara as we were told that Avalara works with IntelliEvents our CRM and Sales system. Over the course of 2023 we have been trying to connect both our CRM system with Avalara. Both sides kept pushing the responsibility to the other one. Over the entire year I as a customer was unable to actually use ********************** as contracted. Avalara was not helpful at all and always reminded us that it's not their responsibility to integrate with another software. Yet the results pushed to Avalara for us to actually perform a tax return were entirely incorrect. Let's keep in mind we paid $500+ per month during the entire evaluation process. Towards the end of 2023 i finally pulled the plug and canceled our subscription in writing. A few weeks later I noticed that Avalara is still charging us the monthly subscription. I immediately reached out to the credit card and alerted the credit card company for incorrect charges. I emailed Avalara and was told that the subscription is still active. I provided evidence that I canceled the subscription in writing as per the Terms of Service of Avalara. Yet in practice Avalara requires ever client to fill out a cancelation form. ************************************************************************* was reminded that we are bound to another year of contract since we missed filling out that form on time. 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 $6000+ for a tool that cannot be used.

  

  Business Response

  Date: 06/21/2024

  *****, thanks for sharing your concerns with us here so we could escalate and resolve. We apologize for the billing frustrations and we understand how unexpected costs would be upsetting. As you described, we did receive your request to cancel on 12/18/23. However, because we did not receive a cancellation case through the form, our system continued to bill you. However, we of course want to honor your written cancellation request as it was received before the renewal deadline. Following your complaint, our team worked to backdate your cancellation to your original request date, as well as credit back all invoices that were billed following the renewal. Our team has confirmed that your account no longer shows any outstanding invoices and the cancellation is currently being processed. You should not expect to be billed further. Thank you for giving us the opportunity to make this right, we wish your business all the best in the future! 

  Customer Answer

  Date: 06/21/2024

   
  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:06/05/2024

  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 am writing to file a complaint regarding a service I used last year. I paid approximately $11,000 for the service, but I am not satisfied and decided to cancel this year. Despite being told I would receive an email in April about renewing my plan, I never received it. Additionally, the email did not mention auto-renewal, yet I was charged $11,000 on May 8th to an Amex card that I had reported lost last year.When I contacted the company, they informed me that they could not process a refund or downgrade my plan, even though I no longer use their service. As a result, I have lost $11,000. I believe this practice is unlawful and request your assistance in resolving this matter.

  

  Business Response

  Date: 06/12/2024

  *****, thanks for bringing this to our attention so we could look into your concerns. We understand how unexpected costs can be frustrating, so we had our team confirm that all necessary information regarding the renewal process was provided in accordance to our terms and conditions. After looking into your account, our team discovered that an email regarding your account renewal was sent on March 2 2024 to ********************* Please see the attached screenshot of the email query. Furthermore, our Customer Account Associate reached out separately on April 4 to discuss your renewal, indicating that it was set to renew on May 8 and that any changes needed to be made one week prior. This associate also sent their meeting availability in case you wanted to discuss other options prior to renewal. This email has also been attached here for your convenience. 

   
  We understand that the renewal process can sometimes lead to questions or concerns. However, as per our terms and conditions, we must maintain consistency in our procedures to ensure fairness and operational efficiency for all our clients. Given that multiple notifications were sent well in advance and no objections or cancellations were raised prior to the renewal date, we must adhere to our policy regarding renewals. We appreciate your understanding and cooperation in this matter and we remain committed to providing the best service possible throughout the remainder of your subscription.

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising 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.

  Our company signed up for the Avalara *********** in November of 2022. Unbeknownst to us, Avalara included a 1 year free trial of their ***************************** on our account. We were not told of this, we didnt ask for it, and we didnt know it was there. On November 25 of 2023, this free trial expired, and Avalara began charging us $78 per month for this service. As soon as we realized our invoice increased, we requested to know why our invoice had gone up so drastically. After several back and forth emails, Avalara finally let us know it was because of the *** service. On December 14th, When we explained that we had not ordered it, or used it, they insisted that it was a 12 month service and while we could cancel, it would not stop the billing for the 12 month period. We canceled the service, and Avalara did provide us with two monthly credits, then reverted back to charging the full amount for the *** service. We tried again in June 2024 to cancel the service, and were told: We regret to inform you that you are not eligible for refunds because for *** you raised a cancellation request case#******** on 12/14/2023 and your *** got renewed on 11/25/2023.Hence *** services will be active till your service end date - 11/25/2024 and after that, you won't be charged for this subscription.It is well within the power of Avalara to end our service, and to stop billing us for it, and to refund us for the amount that we have spent on ***. That is our request.

  

  Business Response

  Date: 06/14/2024

  *******, thank you for taking the time to share your concerns with us so we could assist. We apologize for the unexpected charges and we understand your frustration in attempting to remove them from your account. Our team has looked into the issue and discovered that due to a recent system migration, our attempts to discontinue your ECM subscription did not complete which is why youve continued to be billed. We do apologize for this inconvenience and our team is working to cancel the subscription from the start date with intent to get your account credited for the charges. Please continue to follow up with our Customer Excellence team directly for updates on this matter, as they are overseeing this case until resolution. We remain committed to resolving this concern for you and we appreciate your patience.

  Customer Answer

  Date: 06/17/2024

   
  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:05/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/04/2024 Received invoice for RENEWAL with price increase from $3674.23 to $9249.85. We contacted We were told in writing by Avalara rep ******************************* that account could be cancelled NEXT YEAR 04/02/2025 our next renewal date. This is unacceptable and the epitome of bad business practice. I have attached the now 2 months timeline of timestamped activity as we attempted to follow Avalara procedures to confirm cancellation IMMEDIATELY as requested 04/04/2024. Avalara software is still active on our selling platform despite our requests to cancel. This is seemingly as an attempt to collect more monies. We have worked with our bank to stop the REQUIRED AUTOMATED PAYMENT associated with our account. Again, another required but bad practice when doing business with Avalara. We have all hard copies of both Avalara communications online as well as email communications; we could, if necessary, procure our phone records to include additional attempts made by us if this needs to be pursued further.We simply ask that account is null and voided immediately effective April 2024.

  

  Business Response

  Date: 06/07/2024

  ******, thanks for sharing your concerns with us so that we could investigate internally. We understand how unexpected costs would be upsetting, so our team looked into your account records to confirm that all necessary information regarding the renewal process and the updated pricing was provided in accordance to our terms and conditions. As explained to you by our Customer Excellence team, we have confirmed that a communication regarding your account renewal and the updated pricing was sent to you on February 21st. This email was directed to **********************. For your reference, we have attached a screenshot of our email query records showing the recipients of the renewal notice email and the date it was sent. We have also attached a copy of the email as it was sent to your account manager, ******. Given that the notification was sent well in advance and no objections or cancellations were raised prior to the renewal date, we must adhere to our policy regarding renewals and associated charges. We appreciate your understanding and cooperation in this matter and we remain committed to providing the best service throughout this term.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21785157
  
  I am rejecting this response because: The attachments only show me a copy of an email sent to the account rep and a timeline suggesting that something was sent to us but who know what that would be.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/20/2024

  We have provided a copy of the renewal email and provided a screenshot of our records indicating the email was sent to ********************** which is the contact email on file for your account. We understand you are claiming to have not received the email, but we do not have access to your inbox and have no way of confirming its receipt. We recommend checking spam or junk folders. Our records indicate the renewal notice was provided in accordance with our terms and conditions.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21785157
  
  I am rejecting this response because yes they sent a hard copy of email as sent to their internal staff; and as of yet have not sent a hard copy of email showing my email.  They did send a screen shot of time line with no email attached EXCEPT to their internal staff member.  Odd to me when considering if available send it.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/25/2024

  Good morning,

  I responded to the BBB complaint but failed to include the email to which I am referring.

  The company Avalara sent a hard copy of the email but shows addressee as that of their internal rep.

  When we asked for a hard copy as sent to us they have yet to provide it;  and should have been in the same data access as from which they retrieved email as sent to their employee.

   

  If they have it why is it not provided?

  ******

  

  Business Response

  Date: 06/27/2024

  ******, the hard copy of the email sent to your account manager through our automated messaging system that you are referencing was provided to us directly from the account manager through her inbox. The query keeps a proof of send, but does not keep individual hard copies, as is standard with most automated messaging systems. As seen in the documentation weve provided, the email send status with the addresse as ********************** was confirmed successful which indicates the system did not receive any undeliverable concerns. Per our terms and conditions, Unless otherwise agreed in writing, Avalara may increase Service fees for each Renewal Subscription Term. In order for price increases to be effective, Avalara must notify Customer 30 days prior to the Renewal Subscription Term. Such notice may be in the form of an invoice or any other form of notice used by Avalara to communicate with Customer. As weve previously stated, our records indicate Avalara has upheld the term obligations by providing notice to the email address that your team submitted as the accounts main contact.

• Initial Complaint

  Date:05/28/2024

  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.

  I am writing to express my dissatisfaction with the lack of service support I have received from Avalara. Our company signed a one-year subscription with Avalara on 09/22/2022. With the understanding that they would provide sales tax advice and business ID application support. Unfortunately, the system does not allow us to perform any of these activities.Therefore, I sent an email to the sales representative and requested cancellation on 12/15/2022. However, there was no response. Despite my repeated attempts to seek assistance through phone calls, I have not received any support or resolution.Since our account was never fully set up and no payment was requested, we assumed our account had been canceled.Unexpectedly, on April 11, 2024, we received a letter from a collection agency stating that we owe over $15,000( sales order amount is $5,700). It has been 15 months since I submitted the cancellation request, and Avalara did not contact me before sending the account to collections.We have been trying to settle this case with the collection agency, they have declined our offer, despite the fact that we have never used their service.Sales and finance departments need to work together. It seems these two departments are falling apart.

  

  Business Response

  Date: 05/31/2024

  *****, thanks for taking the time to share your concerns with us and allowing us the opportunity to assist. We understand you attempted to cancel the services back in 2022, but unfortunately the request to cancel was sent after the 60 day cancellation window. However, our team recognizes you did not complete the set up of the service nor use it in 2023 so weve removed the additional invoice mentioned in your complaint and discounted the total amount owed to $2,850. We understand youve been in contact with our Customer Excellence team regarding this payment and have agreed to the settlement amount. For any further questions on this matter please follow up with the Customer Excellence Manager directly. 
  

  Customer Answer

  Date: 05/31/2024

   
  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:05/23/2024

  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.

  On May 10, 2024 we got invoiced for an upgrade. At the time of renewal, we advised the account manager from ********************** to remove auto-upgrade from our account. Same day (May 10, 2024), we emailed the new account manager that the invoice had been generated incorrectly as the amount was incorrect and we did not want the upgrade. We even tried to schedule a meeting with the Account Manager but he keeps cancelling them. No response on the cancellation, adjustment of the invoice. We submitted a support case and no response for over a week. The customer service is non-existent; account management doesn't seem to want to take meetings with customer issues. No way for us to remove our card from the account to prevent them from charging us again. We can't really do much short of dispute the transactions and/or cancel our card. Definitely not a good experience.

  

  Business Response

  Date: 05/31/2024

  *******, thank you for bringing this to our attention so we could assist. We apologize it has been a struggle getting ahold of your account manager; that is not at all the type of support we aim to provide. We also understand how unexpected costs would be upsetting and we apologize for the frustration. Following your complaint, we had our Customer Excellence team reach out to discuss further and research internally. We want to help resolve the concerns and ask that you please follow up with our Customer Excellence Manager directly so we can begin assisting. Thank you. 

  Customer Answer

  Date: 05/31/2024

  The business has reached out after submitting the complaint via email. We are trying to communicate with them and see if this gets resolved.

• Initial Complaint

  Date:05/21/2024

  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.

  We requested cancellation of our account with ********************** five months ago, but it has not been processed. Our cancellation is due at the end of this month, and we have received no response from their support team. We are stuck in an endless loop of support cases with no resolution and receive no follow up on any support cases.

  

  Business Response

  Date: 05/23/2024

  *****, thanks for expressing your concerns so that we could investigate and confirm your cancellation. As our Customer Excellence Manager reached out to explain, your cancellation is in process and is scheduled to finalize at the end of your subscription term on 6/7/24. We understand the automated renewal notices can be concerning having already submitted for a cancellation, so our team has taken additional action to remove your auto payment and our accounting team has confirmed you will not be charged. We remain committed to supporting you in any way we can throughout the remainder of your term.