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

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

  
• 

  Avalara Inc

  21 Robert Pitt Dr Ste 310 Monsey, NY 10952

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

• Initial Complaint

  Date:05/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our annual review on Jan 3, 2024. At that time, we discontinued some services and added others. We signed our new agreement on Jan 10, 2024 for $2206.88/year. On March 20, 2024 Avalara charged us our full amount from the previous contract of $5041.32. Their support team is of no assistance. Our rep transferred our account to another employee on April 11, 2024. That employee has been of no help at all and won't respond.

  

  Business Response

  Date: 05/22/2024

  ********, thank you for bringing this to our attention so we could investigate. We understand renewals can be confusing when hoping to both add and cancel products, and our team works hard to properly guide our customers in this process. After receiving your complaint, our team looked into your account to confirm we provided the correct information. In reviewing our recorded call with you on January 3, as well as the follow-up email sent on January 3, we were able to confirm that our team made multiple attempts to notify you of the responsibility to cancel the support product. Please see the highlighted portions of the attached screenshot. Unfortunately, we did not receive your cancellation through the provided form until February 28 which was after the renewal date. Thank you for giving us the opportunity to clarify and we look forward to assisting you in the future with any further questions.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21713143
  
  I am rejecting this response because:

  Your practice is very deceitful. Why am I required to sign a new contract when that contract will not be the one in effect?  Sending further instructions in an email is minimal at best. The instructions should have been on the new contract that I was asked to sign multiple times. A signed contract becomes a binding document, not an email.

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

  

  Business Response

  Date: 06/03/2024

  Thank you for giving us the opportunity to clarify. The sales order you signed was acknowledging the changes to your products. Per our terms and conditions, any upgrades/downgrades/additional services purchased do not nullify any existing contracts. At the time of requesting modification to your tier levels on January 3, your current term (set to renew on January 19) which included Assisted Support was still active. Customers assume the responsibility to cancel the individual product(s) prior to renewal that they no longer wish to use. As stated in our last response, we understand this process can be puzzling which is why our team made a generous effort in good faith to notify you of the responsibility to cancel. Our team included step by step instructions and direct cancellation link sent to you in a recap email following the recorded call where your account manager also explained the option to cancel. We have reattached the email here for the Better Business Bureaus convenience as well as a screenshot highlighting the transcript of this aforementioned call. While we are sorry you may not have expected this cost, we are confident our team did everything to support and set the expectation of what was to come.

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter will not be resolved to my liking, but there is nothing further to be done. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/14/2024

  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.

  I tried to get in touch with Avalara for 2.5 months with no response or resolution about my account and why it was no longer allowing us to adjust what states I was collecting sales tax in. I had cancelled my tax return services back in 2020 with them, but still was using my account to collect sales tax. I was told by someone that I was not required to pay the bill and my account was activated. Now they are telling me I still owe that money unless I resign up for services. I also had to pay sales tax to states I didn't collect in because I wasn't able to due to the fact that Avalara wouldn't reactivate my account or tell me what I needed to do to reactivate my account. I emailed them multiple times throughout the 2.5 months and despite my asking them to reactivate my account I was never responded to. I finally had to get my sales platform involved to even get through to someone. I would like to be repaid for the taxes I had to pay out of pocket, and I am not paying the invoice for the services I cancelled back in 2020.

  

  Business Response

  Date: 05/23/2024

  ******, thanks for bringing this to us so we could assist. After receiving your complaint, a member of our Customer Excellence team reached out to schedule time with you. We understand from this conversation and from researching your account history that your intention was to cancel the Returns product with us back in 2020. Since we did not receive a completed cancellation form, an invoice was triggered in 2023 for the managed returns. Because we did not receive a response or payment for this invoice, our system closed your account for nonpayment. 

  We apologize for the delay in response to your request to reinstate on February 19 2024, as the case was routed to our Collections team to review due to the account suspension. We recognize that you followed up on March 4 and March 6 before the Collections team responded on March 18. The team reviewed the records and recognized that while we hadnt received the cancellation form, the managed returns service hadnt actually been used since 2020, so our team canceled the invoice and reinstated the account on 3/19/24. We apologize if this update was not made clear to you, but we can confirm that you are not responsible for INV07728138.

• Initial Complaint

  Date:04/25/2024

  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.

  I have not been able to get in touch with any account rep prior to attempting to cancel our subscription we never wanted in the first place. When we were onboarded for the self service platform I said I did not want this and would never use it. They insisted it would be necessary to do a nexus study but could be cancelled immediately after. I have never logged into that system other than for the Nexus study and after the payment was due miraculously collections was able to loop in an account rep who said sorry I can't do anything. This is a software I was told I needed, never wanted and never used.

  

  Business Response

  Date: 05/02/2024

  *******, thank you for sharing your concerns with us so we could assist. We apologize for the frustration and have escalated to our Customer Excellence team for support. We understand you have set a meeting with this team for May 7th to discuss further. Our response here is to be in accordance with the BBB deadline, but we remain committed to supporting you and finding a solution that best suits your business.

• Initial Complaint

  Date:04/21/2024

  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.

  We cancelled our account # ********* on August 30, 2023 and the cancellation was acknowledged several times in writing. We were assured that a refund for charges would be made. Prior to today, the last charge to our credit card for canceled services was in January 2024. Today, we were charged $1,884.66. The ticketing system and waiting for email responses is not working. Also, we have been unable to remove our credit card information from the portal to prevent charges.

  

  Business Response

  Date: 05/01/2024

  ***, we apologize for the delay in receiving your refund, and we appreciate you bringing this to our attention so we could expedite the process. We have electronically refunded the following charges: INV-152325 $628.22, INV-****** $628.22, INV-****** $628.22 and INV-****** $1884.66. The following charges have been submitted for refund via mailed check: P-00566 $628.33 and P-***** $628.22. We wish your business the best in the future.

• Initial Complaint

  Date:04/19/2024

  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 recently found ourselves needing to start collecting sales tax for our business. We are unfamiliar with the ************ opted to engage the services of Avalara to facilitate this transition. Initially, our interactions with Avalara were promising. We received prompt responses and communication during the quotation phase. However, upon signing the agreement and establishing our account, our experience took a disappointing turn. We encountered significant hurdles with Avalara's service across various departments. First, we were presented with a lengthy and convoluted questionnaire, which was challenging to navigate without expert guidance. Our requests for assistance were met with refusal, leaving us to complete the questionnaire to the best of our ability under time pressure. Communication with our assigned representative was frustratingly slow, with inadequate support provided. Despite our urgent need for exemption certificates, only a fraction were obtained, and in an error they enrolled us in unemployment tax w/o our consent. Attempts to rectify these issues were met with resistance, as Avalara declined in-person meetings and limited communication to email exchanges, often with delayed responses. Also, the integration of Avalara's application with our QuickBooks software severely impaired our operational efficiency. Despite repeated requests for resolution, the issue persisted unresolved for an extended period, forcing us to postpone our implementation timeline twice. Faced with persistent challenges and a lack of satisfactory resolution from Avalara, we opted to terminate our services and request a refund. We were informed that a refund would not be issued, despite Avalara failing to fulfill their contractual obligations. We need to share our experience to caution others and seek assistance in obtaining the refund rightfully owed to us. We appreciate any guidance on recourse against Avalara and ensuring that others are aware of the challenges we encountered.

  

  Business Response

  Date: 04/29/2024

  *****, thank you for bringing this to our attention. We apologize that the questionnaire was a challenge, and we understand your frustration with the delay in implementation. 

  We understand on 04/25, our ************ Services manager reached out to explain the questionnaire you submitted indicated you wanted to be registered for payroll. While we understand this was a mistake and would like to help, we are unable to make changes to the registration. Since we do not have power of attorney and are not listed as a user on your account, we are not able to call in and handle this for you. Please follow up with the state as we advised so that the payroll registration can be removed. If you have any questions regarding this process, our team is happy to support. 

  To further resolve the issues you've mentioned, our Customer Excellence team reached out to you after your complaint and we understand a meeting with you is scheduled on 04/30. We remain committed to working towards a resolution and we look forward to speaking with you tomorrow. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21598546
  
  I am rejecting this response because I am awaiting a resolution after our meeting this morning.  Awaiting a response or our refund.   
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/30/2024

  Hello ****,
  
  I wanted to provide you with additional information for our meeting tomorrow.  One of them being the full picture on why we terminated our contract with Avalara.  This was due to them being unable to fulfill their responsibility appropriately during the implementation process.  There was a significant lack of communication and follow-through. Despite my efforts to escalate the issue to **************** and requesting our Implementation Consultant to escalate it to his manager, as well as reaching out to our Sales Executive and Customer Account Manager; there was no follow up and the ball was dropped on all fronts.  I explained to the Customer Account Manager that we urgently needed someone more senior to help us through the disjointed onboarding process. He told me to call back Monday if I did not hear from him. Unfortunately, I never received any communication despite leaving three voicemails.
  
  There was a complete lack of follow-up or action taken for additional assistance despite my repeatedly requested to bring this to a resolution The implementation process was delayed three times due to numerous incomplete items. We as a business could not move the implementation again.  There is an evident lack of customer service,which you will see in the provided emails I have attached. Communication should not be this challenging, especially during a period when everything is new and is needing to be set up.  Unfortunately, reaching a resolution became nearly impossible, and as a result, we are requesting a full refund.
  For your review, attached please find the areas where the challenges occurred as well as the emails.
  
  
  I look forward towards a resolution today when we speak.
  
  Thank you,
  

  

  Business Response

  Date: 05/13/2024

  *****, thank you for your patience as weve worked to resolve your issues. We appreciate you joining the call with our Customer Excellence team so we could learn more. We understand from your conversation with this team that you are requesting cancellation and refund. We have since sent over the cancellation form to be completed by your team and we have submitted a refund request that is pending approval. Our team remains committed to supporting you and will keep you updated on the mentioned processes. We wish you and your business all the best.

  Customer Answer

  Date: 05/24/2024

  I am writing to inform you that this has not been resolved.  I have asked for an update from Avalara, and they are not responding to me.

  I feel they are trying to drag it out to see if we let it go.  I believe this company at one point used to be excellent but have devolved.  They did not fulfill the responsibilities they we hired them for.

   

  They did not provide the following from the attached document.

  • AvaTax 1000 Annual $1,017.92
  • Managed Returns: Pre-paid 1 Annual $2,448.00
  • Support $1,000.00
  • ECM Pro - Customer Exemptions $600.00
  • Registration Did not do GA owe of $250.

   

  Their system was never implemented.  They owe us at least $5,315.92 of the $7,216.36 we paid.

  We are requesting a full refund because of the time they made the business waste.  We are small business, and this has become a hardship to deal with.

   

   

  Thank you,

   

  ***************************** | Controller | FlexPackPRO LLC

  Customer Answer

  Date: 05/31/2024

  Hello,

  I received an email from Avalara asking me if I want to cancel.. I just want to clarify that I had already requested a cancellation as you can see by my documents at the meeting on 4/30 with the Avalara representative and prior to that with the account manager *************************** on 4/18.

   

  This still has not been resolved.

   

  *****************************

   

  

  Business Response

  Date: 06/06/2024

  *****, our Customer Excellence team has made a generous effort to advocate for your refund internally, as well as provide you with timely updates. After reviewing with our leadership, we have decided in good faith to approve a refund for $4,411 covering the cost of the following products that were not able to be implemented due to the connector issue: Connector $139, AvaTax $960, Returns $2448, ECM $864. The Registration fee remains valid as the service was performed by our team, but incomplete due to a form error made by your team. Additionally, the Support charge is nonrefundable. We thank you for your patience as our team worked to promote this concession and we wish your business all the best.

  Customer Answer

  Date: 08/02/2024

  Unfortunately, Avalara is not providing an update on when they will refund the money.  Can we reopen the complaint?

   

  Thank you,

  

  Business Response

  Date: 08/09/2024

  *****, thank you for bringing this back so we could look into the concern. We apologize for the frustration in waiting for your refund. As communicated with you on August 7, we have confirmed with Accounting that the check is scheduled to mail out on Friday, Aug 9.

  Customer Answer

  Date: 08/20/2024

  We have not received the check yet.  Can we keep the complaint open until I receive it?

   

  Thank you,

   

  ***************************** 

  

  Business Response

  Date: 08/28/2024

  *****, we apologize that the check is taking awhile to deliver. Though we mailed it on August 9th, your team has indicated it has still not been received and has requested we void the check and initiate a wire transfer instead. We are proceeding with this process at your team's request.

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I added Avalara as an app on one of my Big Commerce Stores. I never saw that the app actually did anything but the charges were so low I thought no big deal the December charge says August 2023-August 2024 which makes me think that takes care of it for a whole year. I was billed in August 2023 ******, Sept 2023 *****, Oct 2023 *****, Nothing in Nov 2023, then Dec 2023 invoice for ******. I thought they were collecting tax revenue and dispersing it so no big deal not much money.. Then from January to March 2024 no charges. April 2024 my credit card was hit with a charge of *******.. So I called them to find out what that charge was and why I was billed for the same periods twice and the guy really couldn't tell me why. It turns out they don't even collect and disperse sales tax they only figure it. My Big Commerce store already has that built in as a function of the store so why would I pay Avalara to do something that is already an included function? Also I sell all over ******* and collect and remit sales tax for my state which for the whole year is close to the amount they have charged me on the invoice showing August 2023 - August 2024. So I have already paid starting in August of 2023 ****** up to March and now suddenly they billed me ******* which is a total of *******. I called in cancelled the service and asked how I could even be charged that and they had no answer. I opened a cancellation case and it has still not been taken care of and me refunded.. I do not want the service and will not pay ******* for a service that I don't need.. I read some of the other cases here and many have experienced the same thing. I needed that ******* to run my business and they just took it.. No one would expect such a huge charge just out of the blue.. I added the docs for the December invoice showing Aug 2023-Aug 2024 for ****** and the April 2024 Invoice showing Aug 2023-Aug 2024 for *******. I have been over charged Double, Triple or Quadrupal..

  

  Business Response

  Date: 04/18/2024

  *****, thank you for taking the time to share your concerns so that we could assist. We understand how unexpected costs would be upsetting and so after receiving your complaint, our team researched your account to confirm you were correctly billed and correctly notified for the charges. Once we confirmed accuracy, our team then reached out to provide details of the charges including your usage audit report, invoice details, and documentation explaining how we calculate usage. 

  We understand you may not have been aware that BigCommerce sends Avalara API calls which increased your usage, therefore auto-upgraded your tier levels and charged your account. We apologize if these expectations may not have been made clear to you when self-purchasing online. However, our terms and conditions explain how we calculate usage: ******************************************************************************. Additionally, our team made efforts to notify when your usage was trending over as well as how to track and view usage. Please see below. 
  
  14 Nov 2023 - Avatax usage trending over 
  18 Dec 2023 - How to view and track usage 
  10 Jan 2024 - Avatax usage trending over 
  28 Feb 2024 - Avatax Transactions over plan 

  For further questions regarding your usage and billing, please follow up directly with our Customer Excellence team. 

  We understand you requested cancellation on April 4 and our team has since processed the request. We wish you and your business the best in the future.
  

  
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21565274
  
  I am rejecting this response because: You did not do anything for my company.. I want me refund and all of this stopped.. I signed up for your service but never activated it on my website.. I had an email from someone about activating it but never did activate it or speak with anyone about it.. The charges are crazy!! ******* for a company that did not take in much more than that in sales tax revenue and your company is not how I knew how much revenue that is abut in part of the Big Commerce platform.. It automatically figures sales tax.. I don't even really know what your company does I thought you figure sales tax, collected and remitted it.. Turns out you only figure it and what good is that when the system already does it.. Give me my money back and you will not be bothered with me again except I will be making other big commerce users aware of this.. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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.

  Summary (more details available in documentation): Our company executed a 1-year Sales Order (Q-12344) with Avalara on November 9, 2023 with certain understandings regarding the levels of service to be provided under the order based on extensive correspondence with Avalaras sales and support teams. In the past few weeks, numerous automatic upgrades have been made to our account based upon our usage, despite it being in line with what was communicated with the Avalara sales team, and utilizing the best practices encouraged by Avalaras Assisted Support team during configuration. Based on the statements of what was included in our package by the Avalara sales team and vague language used on the Avalara Sales Order, we were led to believe that the services we ordered would more than cover our needs (see email dated October 16, 2023 outlining our needs) for the first year of service (with a planned mid-year upgrade to our Managed Returns package). The first indication that this was not the case was when we began receiving unexpected invoices for vaguely-defined upgrades beginning on February 16, 2024. While the AvaTax service we ordered was listed as $896.00 per year in our Sales Order, we have subsequently been charged an additional $3,548.45 for the services we were told would be covered by our initial service charge of $896.00. The service has now been active for less than three months, and does not renew until November, so it seems probable that Avalara will continue to charge additional fees between now and that date. We have made numerous attempts to resolve this dispute amicably with Avalara, but they have been dismissive of our requests and refuse to address the underlying and extensively documented misrepresentations made by their sales team.

  

  Business Response

  Date: 04/11/2024

  *****, thank you for reaching out and giving us the opportunity to assist. We strive to offer the best service possible for our customers and the billing frustrations youve described are not what we want. With understanding on how unexpected costs would be upsetting, our team researched your account including conversations with our sales department in order to ensure that usage expectations were properly expressed. We understand that your quote was set based on the usage levels that you provided Avalara. As outlined in your signed sales order as well as mentioned in numerous recorded sales calls, customers may incur overages or additional charges and Avalara will invoice these as they are incurred. Additionally, our terms and conditions explain how we calculate usage: ************************************************************************************;
   
  However, in good faith, our team has agreed to provide a concession in the amount of $3,548.45 for the upgrade fees that occurred between February 16 and March 15, 2024. For additional details regarding this refund, please refer directly to the Customer Excellence team with questions. We remain committed to supporting you and would love to continue the conversation regarding usage so that you are not surprised with unexpected expenses in the future.

  Customer Answer

  Date: 04/16/2024

  Complaint: 21524224
  
  I am rejecting this response because:

  It does not honor the representations made by its sales personnel (see original document), does not honor the quote upon which our contract was based (attached), does not address the vague language ("Quantity," not "Transactions") used in the Sales Order (attached), and does not honor the spirit of the request since we have since received yet another invoice (in the amount of $1,202.74) for services that Avalara represented were included in our original annual subscription payment.

  
  We propose the following resolutions:
  Option 1: 
  - Cancel the latest invoice (INV-318652) 
  - Issue a prorated refund for ECM Pro ($1,500), Managed Returns ($2,520 for 42) and Assisted Support ($1,875)
  - Terminate our contract and services effective 5 business days after notifying us of this intent
  
  Option 2:
  - Honor the representations made by the sales staff (providing your service for up to ***** invoices from taxable states in BigCommerce and *********************************** QuickBooks) by voiding the latest invoice (INV-318652) and providing, free of additional charge, any additional upgrades necessary to provide services for these ***** invoices
  - Provide the Assisted Support package for which we have already paid to assist us in fixing the BigCommerce configuration to utilize fewer API calls
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/03/2024

  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 hired Avalara for business licensing that was supposed to take 5 to 7 business days. Almost a month goes by I hear nothing from them, and no business license. I reach out to them they know nothing about it so they create a customer support case. Almost another month goes by I reach out to them again and cancel the services. I have emails from them with the cancelation comfirmation a month later they take $1,119.00 out of my bank for services they never provided even after everything was canceled a month before hand "CRIMINALS " if they would have done what they were hired for I wouldn't care but they did nothing and still took the money . I've been contacting them for the refund they just keep giving me the run around about them creating a customer support case for a refund blah blah blah. I guess I should of did my research instead if hiring scams. This is not a professional business. I would not hire them to do anything for you.

  

  Business Response

  Date: 04/05/2024

  Hello ****, thank you for bringing your concerns to our attention so we could assist. We understand you purchased our Business License product on Feb 6 and were sent a questionnaire on the same day that is needed to complete the Business License processing. As you'll see in the attached activity log, our team sent reminder emails on February 13, February 20, and February 29 before your request to cancel on February 29. There were additional reminders sent On March 12 and March 22. We do apologize for the confusion when attempting to cancel, as our support team provided the cancellation link at your request without confirming if your purchased licensing product was refund eligible. We understand your frustration as this ineligibility was only explained to you weeks later. However, as communicated to you by our licensing team on April 4, your order is still active and can be used for up to a year. We remain committed to supporting you and our licensing team is currently processing the order now that we've received the completed questionnaire on April 4. Please reach out to the Filing Assist contact provided to you with any questions regarding this process.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21523905
  
  I am rejecting this response because:

  I didn't receive any emails from Avalara regarding information. Why would I not respond to you regarding something that I purchased , especially for $1,100+ dollars. I reached out multiple times and received no response. There is no one to talk to. I would never purchase anything from this company again. I unfortunately had to learn the hard way. It's funny how I  make a complaint to the BBB and finally get a response the next day. It is sad that this is how you operate. There is no customer service support in the business licensing department. I am now being told I have to reach out through email. There is no actual person to speak too. I am now being told through an email that the county I am looking to get business licensing in doesn't require a business license but only certain towns within the county do. I would like my money back or I would like the proper business license for each town/city within my county. Who does work just in their town? There's 5 different towns within a 20 mile radius from me and some require licensing. I shouldn't have to call around and see, this is what I am paying Avalara to do that they aren't doing. 

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

  

  Business Response

  Date: 04/22/2024

  ****, we understand the order has been completed. However, since we did not complete the regulated license as it was later determined to be unrequired, we have initiated a partial refund of $750. Thank you. 

• Initial Complaint

  Date:04/02/2024

  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 cancelled our managed sales tax returns subscription to Avalara in January 2024 and the cancellation was acknowledged several times in writing. They then sent an invoice for another year and we immediately notified them (over a month ago) that this invoice was in error. They acknowledged it was an error but said that they were having system issues and were trying to cancel the invoice. It was not cancelled as of last week and now no one at Avalara will respond to my emails. Avalara charged our credit card $6,652.80 on 3/30/24 for a cancelled service. Also, we were unable to remove our credit card information from their website.

  

  Business Response

  Date: 04/05/2024

  *******, thank you for bringing this to us and allowing us the opportunity to resolve. While we did receive your cancellation for the managed sales tax returns, we recently updated systems for our financial software which has caused some processing errors for cancellations on some accounts. We sincerely apologize for the frustration and billing concerns this has caused for your business. Following your complaint, our Customer Excellence team worked internally to expedite your cancellation and refund. Our team has notified you that your refund is being processed today (April 4) and we remain committed to supporting you. Please reach out to our Customer Excellence team directly with any questions regarding this resolution.

  Customer Answer

  Date: 04/05/2024

   
  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,
  
  Modern Living Llc

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complaint comes from two different factors, Primarily issues with their VAT Returns and IOSS services. Our business engaged Avalara VAT Returns to establish a ** VAT. First invoice was paid in the beginning of 2021 with documents submitted in April to establish registration. We are now in 2024 and the process still has not been completed. Communication takes 30+ days and we were recently informed due to their negligence that the process must be restarted. Upon hearing this information I requested a refund. The unresponsiveness of my account manager and the avalara accounting to process this return has been extremely unprofessional. The average response time on these matters exceeds 40 days! I am only able to get updates when I submit support tickets. As a tax service, with a marketed response times of 8hrs taking over 30 days for even a quick "We are working on it" is incredibly frustrating. I have not been able to connect with anyone via phone to even discuss.

  

  Business Response

  Date: 04/05/2024

  ******, thank you for taking the time to share your experience and bring it to our attention. We strive to offer the best service possible for our customers and the frustrations youve described are not what we want. We apologize for the delayed communication regarding your refund. We understand that since receiving your complaint, our Customer Excellence team has reached out to support. As communicated with you by our team, we have confirmed the submission of your refund request and will continue to provide updates on this process. Additionally, our team completed your request for a new account manager and is working to connect you to them with a meeting. We remain committed to supporting you and improving your experience.