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

  
• 

  Avalara, Inc.

  512 S Mangum St Ste 100 Durham, NC 27701

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:05/23/2024

  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.

• Initial Complaint

  Date:05/16/2024

  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 cancelled a subscription for a service they provided, however, despite having correspondence proving cancellation they have continued to withdraw funds from my financial institution.I have submitted 5 cases with the company through their online portal, I have rang my account manager daily with no call back, I have sent multiple emails to the account manager and 2 other people at the company. The reason I cancelled the account is because they were not performing the tasks I was being charged for. There 6 months of charges (@ $276.00pm) whereby they failed to perform an adequate service and in addition these are the charges that have taken after my cancellation. $553.60 5/1/24 & $3339.60 5/16/24 What concerns me the most is that I am unable to actually connect with anyone at the company.

  

  Business Response

  Date: 05/23/2024

  ******, thank you for sharing your concerns with us so we could resolve. We understand how unexpected costs would be upsetting and we sincerely apologize for the billing frustrations. Our team was able to confirm that the cancellation was submitted prior to the renewal and we have initiated a refund for charges that followed the cancellation. Please follow up with the Customer Excellence representative that contacted you regarding any questions or updates on this refund.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21723383
  
  I am rejecting this response because: Whilst I received an email from someone at the company, they are still stating that they do not know when they will refund the money.  I am about to incur interest expenses on these unauthorized charges.  I have asked them to process this within 48 hours, and have received no reply since.   I do not feel satisfied that they are actually going to refund my money.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/31/2024

  ******, we understand your concerns with receiving the refund and wanting to confirm this has been processed. As indicated in our accounting teams email to you on 05/24/24, we have refunded your credit card in two separate transactions totaling $3,893.20. Your rejection claims we did not respond to you regarding these credits, so weve attached the email here for your convenience in case it was not received. We wish your business the best. 

  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.

  The company have finally refunded all monies owed.
  
  Sincerely,
  
  *************************

• 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:04/26/2024

  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 was quoted by Avalara for 6 licenses for my LLC. I paid around $500 for them. Upon delivery, I was told I didn't need six but only two. When I looked at the two licenses, I realized I only received one. In the last email they sent, they apologized for the issues and told me they would update me with the license they missed. That was six days ago. Two days ago, I sent an email asking for the update with no reply. I am currently giving them 24 hours to at least update me. After I posted this, I received an email 15 minutes later. They gave me the email of the filer and told me to contact them. They filled my business registration in under 1 minute, according to CO registration, which led them to making the mistake of using my SSN as a FEIN. I'm done trying to contact them. I will have to do the filing myself. I paid over $500 for 6 licenses and only received two: one correct and one wrong.

  

  Business Response

  Date: 07/03/2025

  ********,
  While we understand this complaint is outdated, we appreciate you taking the time to meet with our team to update us. We apologize for the inconvenience you encountered while working with Avalara. As our team updated you, we initiated a refund request on your behalf for the $500. Please note that since the product was purchased through our technology partner ***********, the refund will be processed by their team.

• 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,
  
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