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.

  512 S Mangum St Ste 100 Durham, NC 27701

• 

  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:06/28/2024

  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 have tried to work with ******************************* (since March/April) and ********************************* for months now to get our AvaTax bill adjusted since we have very few sales and don't need the expensive assisted support at this time. He never got back to us and then he punted us to ********, who also did not follow up after our video call to see if the bill to renew our AvaTax could be adjusted. *** now said the bill has been issued and we can't alter it, and tells us we should have filled out a cancellation form prior to *** for the Assisted Support. This is very poor service. ****** never should have left us hanging for so long despite us being very pro active to address this ahead of the renewal time and constantly reminding him to please follow up with us. We have the emails. This is in regard to Invoice INV-******.

  

  Business Response

  Date: 07/08/2024

  *******, thanks for bringing this to us here so that our team could step in and improve your experience. We understand you were attempting to downgrade some services with us and we apologize that you did not experience a smoother, quicker process with this at first. Following your complaint, our Customer Excellence team jumped in to expedite these requests and our representative was able to get approval for the following downgrades: Assisted support price reduction from $2750 to $750, Avatax tier downgrade from 500 tier to 250 tier. As communicated with you by our team, there is still a credit request in the approval process, but our team remains committed to overseeing your case until full resolution. We appreciate your patience and we look forward to continuing to support you as needed.

  Customer Answer

  Date: 07/08/2024

   
  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. We are optimistic that they will follow through with the credit in a timely fashion.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avalara has been overbilling me for months and will not correct the problem. I cancelled **************** in January *** Support Case ******** and ******** and the services have not yet been cancelled as of 6/25/24. I have been being billed for these services all this time and expect a refund $****** for invoices through 6/5/24 and not to be billed again 7/5/24. 2nd I am being overbilled for Assisted Support. I was quoted 825 per year and have been billed ****** per month. I expect a refund of $1,151.56 through 6/5/24 billing and not to be billed again 7/5/24. I have logged a support case #******** 3/29/24 which was closed as resolved with no corrective action taken and #******** 6/5/24 again still not resolve. I have gone to my account manager *********************** several times and have still not received a resolution.

  

  Business Response

  Date: 07/05/2024

  ******, thank you for bringing this to our attention so that we could assist. Following your complaint, our team confirmed your **************** cancellation request was submitted in Jan 2024. Due to a recent system migration, the request did not queue correctly to our finance department which caused the delay. We sincerely apologize for the inconvenience and unexpected charges this system error has caused. Our Customer Excellence team reached out to provide you updates as we worked to expedite the cancellation and credit the appropriate invoices. We have now initiated a credit for 5 **************** charges of $79.06 totaling $395.30. Regarding the overcharging claims with our Assisted Support product, our Customer Excellence team has reached out to you directly to request further review of these concerns. Please follow up with this team directly with your availability so that we can work to correct any erroneous charges and continue to resolve your concerns.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21898874
  
  I am rejecting this response until the 2nd issue regarding the overcharging of Assisted Support is resolved.  I have a phone call today and provided the documentation, so I do expect an acceptable resolve soon.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/18/2024

  I'm told they will issue the proper refunds, but until I see them, this case should remain open.

   

  Thank you

  

  Business Response

  Date: 07/25/2024

  ******, we understand you are awaiting refund. Our Customer Excellence team confirmed we have submitted and approved the concession, and it remains currently with Accounting to complete. This entire process can usually take a few weeks, but our Customer Excellence team has worked to expedite your case for your convenience. We appreciate your patience and we remain committed to overseeing your case until this is processed. Thank you. 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21898874
  
  I am rejecting this response because: Ive already waited months now another few weeks. Not acceptable.  When I receive the refunds and my account is in good standing and my next invoice is correct I will close this complaint. Until then I dont trust what you are saying.   
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/31/2024

  Update to my complaint.    They have just charged me even more.  My quote is $825 per year for assisted support.  They have now, including the invoice I just received today, billed ******* for assisted report that was to cost $825.  Instead of issuing a refund they charged more. 

  

  Business Response

  Date: 08/07/2024

  ******, we sincerely appreciate your patience as weve worked to resolve these concerns. As discussed on the call with our Customer Excellence team on Aug 7, we are aware of the invoicing errors youve shared with us. We want to apologize again for the inconvenience this has caused and we are working to expedite the resolutions our team outlined for you so as to not cause any additional frustration. As shared with you via email following the call, we have requested the accounting team reconcile all of your invoices and credits. The complete breakdown of what amounts are to be credited and what amounts are to be refunded was shared directly with you via email. Our team remains committed to overseeing this case until it is completely resolved and we ask that you continue to work with the Customer Excellence Manager directly.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21898874
  
  I am rejecting this response because:  While I appreciate that you all are working with me, I just received another incorrect invoice yesterday.  I will not say I'm satisfied until all refunds have been received and billing corrected.  As long as I'm receiving incorrect bills, It's not fair of you to ask me to say I'm satisfied.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/20/2024

  ******, we understand this billing amendment process has taken some time and we appreciate your patience as we've worked to escalate to the various teams. As updated by our Customer Excellence team, we are in the final stages with Accounting. We remain committed to overseeing this case until it is resolved and we understand your request to keep the complaint open until completion.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21898874
  
  I am rejecting this response because:  I just received another erroneous invoice.  Please stop making me reject your response and understand I will not mark this satisified until I am satisfied and that includes getting a correct bill for once in addition to receiving my refunds.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/11/2024

  ******, we sincerely appreciate your patience as our team has worked to resolve this matter. We understand there has been a lot of movement in the billing reconciliation and so our team reached out on Sept 11 to provide the following update: 
  After refunds, Saveco has paid $3,239.46 and has been billed an additional $2,593.06 after credits. This leaves an available credit balance of $646.40 to be applied towards future invoices. We have refunded in full for the ************************** and have billed Saveco $825.00 for Assisted Support.

  All of the revised invoices were included in this update. We also explained that the balances in the portal will show as different than the adjusted invoices. Please do not hesitate to reach back out to the Customer Excellence team with questions or concerns regarding this reconciliation.

  Customer Answer

  Date: 09/11/2024

   
  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.  the invoices appear to be accurate now. and I agree with the refund amount.   Hopefully, the portal will get fixed soon, as I'm not comfortable seeing a balance due that I do not owe.  

   

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

  Customer Answer

  Date: 11/13/2024

  This is a follow up to complaint #********. As I expected they did not follow through on refunding me the amount they agreed to refund and are now trying to get me to pay a past due balance that is not past due because they agreed they owe me a refund.

  

  Business Response

  Date: 11/20/2024

  ******, thanks for bringing this concern back to our attention. We apologize that this issue is still ongoing and we are working to resolve it in a timely manner. We understand that our team worked to offer a credit to be applied to a future charge, and we are working to confirm with our Accounting team that this concession was processed. Our Customer Excellence team has reached out to you in the meantime to provide updates as we have them.

  Customer Answer

  Date: 12/02/2024

  I have not received a satisfactory response as my account is still erroneously past due.  Ive attached my last communication from Avalara which does not offer a resolve yet, just another we will look into it.  This case needs to be re-opened.  If you look at my history, I always respond and for some reason did not get the last notification and as you can see from their most recent response they havent corrected the problem.

  

  Business Response

  Date: 12/11/2024

  Hi ******, we appreciate your patience and cooperation as weve worked to resolve this for you. The open credit that was attached to your account has now been applied to the invoices in question which should eliminate the collections issue you were experiencing. Our team is continuing their research into your account billing to ensure there are no additional errors.

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  ****** ******

  Customer Answer

  Date: 12/13/2024

  This case needs to be re-opened because instead of refunding me they charged me and stole 2,338.96. 

  

  Business Response

  Date: 12/17/2024

  ******, we apologize for the continued frustration. We've included the email message sent to Saveco on December 16 by our Finance team below. 

  "Your account is current.  The 4 invoices that are showing a balance due were already paid, but we are having an issue with our system where it will not allow us to apply the payments to the invoices.
  The system double charged your card on Friday for these same 4 invoices.  I have refunded those charges today.  It can take up to 3 days for the refunds to show up back on your card statement.
  I sincerely apologize for this issue.  I have a ticket into our Engineering team to correct the issue, but until then, all payments are on hold, and your account has been noted about the issue."

• Initial Complaint

  Date:06/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - They do not do what they say they will do. Claim they associate the sales tax paid to your county on your behalf out of the giant million-dollar payment from VRBO and AIRBNB each month. They DO NOT do this. If you get audited and cannot find a way to prove exactly how much sales tax was paid related to your rental you will have to pay it all over again and Avalara will not help or get involved even after telling you to sign up for this as a primary reason.They will not add your new taxes to previously collected taxes with your county (for example if you start business with Avalara on January 1, you are fine, any other day in the year and you will have a problem), they will create a new tax account that they will own for your rental with your county and start filing separate taxes never linking them to your current filing year and this prevents you from ever collecting those details together or logging in to get proof that taxes were even paid as the county will tell you that is not your account and you have zero access to it or any of the data inside preventing you from providing proof to those taxes were paid or how much was paid for any of the periodic filings. If you recorded those as business expenses expect the *** to say no since you have no receipts from the county they were paid to, and pull those dollars back into your income, except for the monthly fees that you pay Avalara, they will continue to treat those as business expenses even though you got nothing out of it in the end.- Their staff clearly enjoys cutting people off the filing period early before the deadline and blaming you for taking so long to get your revenue submitted each month.- They refuse to provide any customer service when something goes wrong, and clearly I have had a lot of bad experiences working with them which all could have easily been resolved if they provided any measure of support for this complicated work that they are potentially capable of providing.

  

  Business Response

  Date: 07/03/2024

  ******* And *****, thank you for sharing your concerns with us so we could look into the issue. 

  After reviewing the case history, we understand that you already had the licenses necessary to rent your property and provided the tax ID numbers to our team. We realize that our team missed this information along the way, and we sincerely apologize for the inconvenience this has caused. However, your business was still compliant as we were filling and paying taxes to ***************** under the license we obtained (#*****. We understand how the duplicate account can cause alarm, but we are equipped with proof of filing and we can clear the matter with the county when we are informed. This solution proposal was communicated to you on May 13, ******************************************************************************************* the dashboard. We understand from this conversation that you opted to cancel your account with us instead. 

  As for the timeline for reporting revenue, the monthly deadline is communicated when first signing up with us. We ask for revenue to be reported 10 days prior to the jurisdiction due date to ensure we are given adequate time to process all the returns we are responsible for without penalty to our customers. To best support our customers, we also send multiple reminders to report. 

  Though you have canceled with us, our MyLodgeTax team remains committed to supporting you should you require any further explanation or assistance with the licensing error. You can continue this request by following up with the MyLodgeTax support team that contact you directly. 

• 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.