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:03/20/2024

  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 did not approve this invoice. This invoice was overcharged, and I communicated with *******************************, our rep; she stated it would be fixed, and someone, rather than fix it, used my old card without our permission and charged the card. This is happened before, and I ma sick and tire to email you every week about it.Please stop overcharging us and create the invoice as our contract is??, then please remove our old credit card form the file (it is deleted under my profile). Also, please refund the $2738 on our account with 3 days. Let me know if you have any questions

  

  Business Response

  Date: 03/29/2024

  ********, thanks for taking the time to bring this to us so we could review. We strive to offer the best service possible for our customers and the billing frustrations youve described are not what we want. We apologize that billing expectations were not clearly expressed and we understand how unexpected costs would be upsetting. We understand that you were expecting to be removed from auto pay based on your requests back in October. Per our terms and conditions, your account does not qualify for removal from auto pay, and we sincerely apologize that this was not properly communicated with you. Our Customer Excellence team that contacted you to explain this after your complaint remains committed to supporting you and working to find a resolution that best suits your needs. Please continue to work with this team directly so we can assist.

  Customer Answer

  Date: 04/05/2024

  MY complain was not resolve. I did not received the prevoius email so I could not answer the question.

   

  They still did not refund me money

• Initial Complaint

  Date:02/24/2024

  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 been trying to get two accounts with Track1099, now owned by Avalara, split since 1/16/24 and they stopped responding by e-mail. When we have called, they tell us they cannot call, only e-mail them like us. This is totally unacceptable that once the 1099 filing season was almost over, no one will respond.Here is our correspondence:From: ************************* Sent: Monday, February 5, 2024 9:19 PM To: '***********************' <*************************>; 'Avalara Support' <**********************************>Subject: RE: Avalara ******** - Transferring a payer client to another client [ ref:_00D30Psz._500Uz39atl:ref ] ****** or Whomever it Concerns, From: ************************* Sent: Sunday, January 28, 2024 1:22 PM To: '***********************' <*************************>; Avalara Support <**********************************>; Ch3fvaldon <******************>Subject: RE: Avalara ******** - Transferring a payer client to another client [ ref:_00D30Psz._500Uz39atl:ref ]******,I have reactivated you under my account. Please work with Avalara between now and then to get what you need to do done and your account and payers back in your account. I will help with whatever is needed from me to help you. After 1/31, I need to deactivate you again and cant have our accounts linked as this is not good for either of us.From: *********************** <*************************> Sent: Thursday, January 18, 2024 7:38 AM To: ************************* <*************************>; Avalara Support <**********************************>Subject: Re: Avalara ******** - Transferring a payer client to another client [ ref:_00D30Psz._500Uz39atl:ref ] Hello ******, just checking in again. On Tue, Jan 16, 2024 at 3:45PM *********************** <*************************> wrote:Hi ******, what is the next step? On Tue, Jan 16, 2024 at 12:10PM ************************* <*************************> wrote:****** and ******, I have assigned ****** to ********************* so please do whatever the next steps are to move this to her account so I can then remove her from my account. Thanks.

  

  Business Response

  Date: 02/26/2024

  Hi *****, thank you for bringing this to our attention so we could step in to assist. In reviewing your original request, it seems our team mistakenly closed the case and therefore we were no longer able to receive the emails through that case. We apologize for this oversight and for the frustration you experienced in trying to get your request fulfilled. After receiving your complaint, our support team jumped back to the case to split the requested account from the team. While we typically require EINs to complete this, our team recognized the delay you've already experienced and split the accounts off using the Payer names to expedite the resolution. We appreciate you giving us the opportunity to resolve the previous error and we remain committed to supporting you with any additional requests.

  Customer Answer

  Date: 02/26/2024

   
  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:02/23/2024

  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 leverage a platform online for invoicing, quoting, and bank integration. They recommended we work with Avalara for tax filing purposes and other things as we grow our business. The initial contact with the account Manager (*******************) was great. He seemed communicative and responsive. However, once the onboarding took place they put me solely to offshore people who don't even work when I work! It was a hassle to get it transitioned to someone who works when I'm awake in the US. After going through constant struggles, including them using bad filing information, not answering questions, support being ATROCIOUS and horrible, I asked to cancel.Filled out a cancelation and its been over a week, no response. The account manager won't respond to calls, emails, nothing. There is no way to get in touch with an actual human being at Avalara. The support people just keep acting like I haven't even put in a cancel request - even though I have the email confirmation from an automated system saying ::::Your online cancellation request for Quaversal has been received and is being processed: Case #: Account: Cancellation Type: Cancel my complete Avalara account Such a joke. I would never recommend this company to anyone in the future.Likewise, they're denying a refund of my money primarily because they're giving me NO updates whatsoever. All I've asked is for communication, and its literally the one thing they DO NOT do. Pathetic excuse for a business these days, surprised they even have one anymore.

  

  Business Response

  Date: 03/04/2024

  ****, thank you for bringing this to our attention. We understand how the lack of confirmation on your cancellation request would be frustrating and we apologize for the inconvenience. Following your complaint, our Customer Excellence team reached out to provide you with updates regarding the cancellation case. We have now canceled the account, but we understand the ability to disable the integration with Xero is not available at this time, and so we escalated to our engineering team to support. They are currently working to disable the integration and our team will provide updates as they come. We remain committed to resolving this and we wish your business the best in the future.

• Initial Complaint

  Date:02/21/2024

  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.

  i contacted avalara early to mid november of 2023 for a business licensing service for my company once upon a move **** the invoice went through on 11/09/23. they have an alleged support team that is supposed to aid with the process, they never did. they wouldnt respond to simple support questions via emails in a timely matter, so i decided to cancel the service because my license was time sensitive and i didnt have a comfortable support experience. on 11/17/23 they deactivated my order on my request and i filled out the cancelation request in order to get my refund issued. an email from BL-***************************************** on 11/17/23 stated "please allow 10 to 15 business days to receive a refund for the cancellation." strangely, they charged my cc on 11/17/23. to this day, i have NOT received my refund. their initial excuse was they went through a change in their financial system processing. that email was on 12/19/23. it has been absolutely impossible to get an email back since january of this year. every time i call and ask for a manager, there isnt one. how convenient. they have "escalated my case" several times. i spoke to a young lady on 2/07/24 and it was the same story. earlier this week, i spoke with a young man and he expressed that "you have just requested a refund on 2/07/24 so please allow x amount of business days for a refund." WHAT!? how does that make any logical sense? he stated that i only requested a cancelation and not a refund. this was extremely frustrating as i was told via email in november of 2023 that my refund was approved. i just want my money back, that is all! i have read similar complaints about this. no business takes 3 months to issue a refund!

  

  Business Response

  Date: 03/01/2024

  *********, thank you for bringing this to our attention so we could step in to assist. We apologize for the delay youve experienced with your refund and we understand how this hindrance would be upsetting. As you mentioned in your complaint, we experienced an update with our financial system towards the end of last year which led to an error made in your initial refund request in November. We sincerely apologize for the inconvenience this has caused. 

  After receiving your complaint, our Customer Excellence team jumped in to assist and facilitate a new refund. While the refund process can typically ***********-8 weeks, our Customer Excellence Manager recognized you already experienced a delay and worked with our accounting team to expedite the request. We have since processed the refund to be sent to the mailing address you provided. As communicated with you, please allow 2-3 weeks for the check to arrive. The Customer Excellence Manager has opted to leave the case open until we gain confirmation that the check has been received. Until then, we wish you and your business all the best.

• Initial Complaint

  Date:02/20/2024

  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.

  Avalara automatically renewed our subscription at a rate costing us more than double the amount from the previous year based on an automated "estimate" of future usage. When advised that we were overcharged since our usage had been drastically reduced their account management team was to look into the issue. They've now been ignoring us for 3 months since the renewal and additional tickets created to point out the issue with the AM have been sent back to the same AM who has been dodging us all these months.

  

  Business Response

  Date: 02/29/2024

  ***, we want to apologize for the unresponsiveness you experienced when attempting to get answers about your renewal invoice. Thank you for bringing this to our attention so we could step in to assist. After receiving your complaint, we escalated your concerns internally and we understand you have since been in regular communication with our Customer Excellence team. 
  
  To reiterate what our Customer Excellence Manager has shared with you, we discovered the addition of Quoter to be the cause of your usage increase. Because of the increased usage, your account was auto upgraded from the 2500 tier to the 3500 tier within the month prior to your renewal date. Per our terms, subscriptions auto renew at the last subscription tier on your account unless you request to downgrade your subscription tier prior to your renewal. Therefore, your renewal invoice took the recent upgrade into account and was set with your AvaTax subscription at the 3500 tier. 
  
  We understand that our Customer Excellence Manager is currently working to request a downgrade for your account as well as suggesting other possible solutions. Our response submission here is to be in accordance with the BBB deadline, but we recognize this is not yet resolved and we remain committed to supporting you and finding a solution that best suits your business.

• Initial Complaint

  Date:02/19/2024

  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 requested Avalara register in the *********** for ** to collect and remit sales tax we signed a contract and paid Avalara registered in ** in error and now refuses to correct this error

  

  Business Response

  Date: 02/28/2024

  ****, thank you for giving us the opportunity to clarify. We understand it was your intention to include ******** in your registrations. However, according to our records, you selected Alabama and ********* for your two registrations on your recent questionnaire. This was confirmed through the completion of the rest of the detailed questionnaire on your part, specifically targeting these states, as evidenced by the screenshot attached from your submission. In good faith, our team reached out on February 20 to offer of an additional registration at no extra cost. We have since sent over the new registration questionnaire where you can select ******** for processing. While our team has not heard back from you nor received the completed questionnaire, we remain committed to supporting you. Please complete this step so we can add ******** in your registrations.

• Initial Complaint

  Date:02/07/2024

  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 been attempting to cancel our contract with Avalara because we found a company that will do a better job with our taxes, communication, customer service etc. I was sent a 'form' to complete to cancel service. I've repeatedly asked for assistance. Still waiting for assistance. I have had nothing but bad luck with account managers, they don't call back when requested, emails go unanswered. I cannot even the call the assigned account manager for there is no number to call only an email and a link for a video call - which when I requested this, the account manager canceled the invite request. In terms of billing, Avalara 'upgraded' our account to the next highest tier where last year we paid $7,443.00 for ****** 'documents' this was for service period 8.24.22-8.23.23. Then we receive another invoice because Avalara upgraded our account and we were charged another $7,1.56.82 for the SAME service period. That's $14,599.82 for service period 8.24-22-8.23.23. Once that term of service expired we were billed for service 8.24.23-8.23.24 for $14,273.68. Within that invoice there are two platform charges of $734.72 each for ****** documents, a service charge of $7,674.24 for ****** documents and a service fee of $5,130.00 for 90 returns.You can see why we want to run from Avalara. I was also told from our 4th account manager in two years: Your subscription term is from 8-23-23 to 8-23-24. Once you submit the cancellation form you services will cancel on 8-23-24 per the terms and conditions. After the Feb returns are filed in March you will then want to end each return so it is no longer to be filed. I am requesting, after I successfully cancel our contract, that we receive a refund of $8,816.64 for 6 months of UNUSED service (March ****-August ****).

  

  Business Response

  Date: 02/16/2024

  *****, thank you for bringing this to our attention. We want to apologize for the frustration youve experienced in attempting to communicate with your account managers and weve passed this feedback along to our account management team. Since receiving your complaint, a member of our Customer Excellence team reached out to provide the cancellation form so that you may complete the process. Regarding the refund, our team has submitted the request and is awaiting approval. We appreciate your patience and ask that you continue to follow up with the Customer Excellence manager directly so we can continue to assist.

• Initial Complaint

  Date:01/29/2024

  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 had dealings with Avalara first on a sales tax side. When we signed up for their service, they had pretty good customer service and then it started going from bad to worse. It is impossible to get in touch with the account manager, our account manager and his supervisor had been *** for the past 3 months. We asked to cancel the services, it took them close to 3 months to cancel the services and credit our invoices, lots of emails back and forth with billing department. Guess what, after three months of that nightmare, we received another round of invoices for the services they said they cancelled and now we need to start the whole dance again! And our account manager is still ***, still not responding! We escalated it to his manager who is partially responsive. His response was "it looks like he did everything correctly, not sure why you received the bills again". Then we find out that Avalara purchased Track1099. That should have been our clue to cancel the service but we were using Track1099 for years. And guess what! Avalara did something on the backend of our account where ALL our data is now compromised! They combined our account with another account which deleted all of our prior years' data and moved our information/files under a different company! This is so incompetent and negligent! This company should be sued and it should close its doors! I just want my account to be restored so I can formerly close it and I want all my services cancelled and not receive any invoices from this scam company ever again. I just feel helpless because they never have a knowledgeable person answering the call or they have no customer service support at all, like it is the case with Track1099.

  

  Business Response

  Date: 02/07/2024

  *****, thank you for bringing this matter to our attention. We sincerely apologize for the frustration youve experienced with your account manager and the ********** software transition. Since your complaint, our team has been working to resolve these issues through reversal of the **********, requesting a new account manager, and submitting a credit for the canceled services. As communicated by our Customer Excellence Manager, we are happy to have the ********** reversal completed, and are awaiting the other concerns mentioned. Please continue to follow up with the *** directly for updates regarding these solutions. 

  Customer Answer

  Date: 02/08/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/26/2024

  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.

  We have a signed contract with Avalara. They broke contract and charge our credit card for a different amount without our permission. After two months of calling, emailing and opening cases they are unwilling to contact us back. We just get put off and are told there is no one in billing available. We have to open a ticket. We open a ticket and never get a response. We are asking they honor their pricing contract and refund us the money for the unauthorized charge.

  

  Business Response

  Date: 02/05/2024

  ******, thanks for bringing this matter to our attention. We strive to offer the best service possible for our customers and the billing frustrations youve described are not what we want. We apologize if pricing expectations were not clearly expressed and we understand how unexpected costs would be upsetting. As outlined in our terms and conditions,you were charged according to auto-upgrade policies. We understand you are meeting with your account manager on Feb 8 to discuss this in more detail. We remain committed to supporting you and look forward to working towards a resolution.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21204531
  
  I am rejecting this response because:
  

  Contrary to what you are saying we selected NOT to do the auto upgrade as per contract. Please see attached contract we signed on 10/26/2022 for 11/15/2022 11/15/2023. We checked the box on the attached contract to opt out of automatic upgrades but rather pay transaction fees. We signed up for ****** transaction tier. Anything over ****** transactions should be charged .32 each as per contract. 
  
  The charges on invoice ******** are unauthorized and go against both contracts. Avalara owes us a refund for $11,159.03. Instead, we should be charged .32 per transaction for anything over ****** transactions made prior to 11/15/2023 as per signed contracted dated 10/26/2022.

  We signed a new contract on 11/06/2023 for 11/15/2023 11/15-2024. That does not impact this prior contract. 
  
  We have been loyal customers of Avalara for several years and are very familiar with the contracts and process. Please review and set up a phone call if you have any questions or are unable to fix in accordance with our contract.

  Respectfully,

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

  

  Business Response

  Date: 02/23/2024

  ******, thank you for your patience as our team worked to resolve this. Our last response reflected our knowledge of the matter at that point, but we understand from your conversation with our team that you did opt out of auto upgrade in your 2022 renewal and our team did not properly elect that option for your account. As discussed with you, we have submitted a credit for the owed overages and the full upgrade amount. We apologize for this inconvenience and for the frustration you experienced in trying to correct our team's mistake. We appreciate you bringing this to us and giving us the chance to resolve your concerns.

  Customer Answer

  Date: 02/26/2024

   
  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 just waiting on a refund from Avalara. Once this the refund is received, the matter will be resolved. 
  
  Sincerely,
  
  *****************************

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

  Customer Answer

  Date: 04/16/2024

  It has been over 6 weeks since we were told by Avalara that they would refund us. We were told the process could take 7 to 10 days. Unfortunately, we never received a refund. We have sent multiple emails, and no one knows what is going on. They acknowledge they owe us money, but they have yet to give it back. It's been over six months since they broke contract and stole the money from us. We are at a loss. We have spent a lot of time and effort and are getting nowhere.  

  

  Business Response

  Date: 05/13/2024

  ******, we apologize for the delay in receiving your refund check and we understand the frustration. As discussed with our team, we were only able to send the refund through the Unites ********************* via first class mail. Our team has been continuously monitoring the situation and we are ready to initiate a new refund if needed. As requested, please follow up with us on Wednesday, May 15 if the check has still not been received. Thank you for your patience.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21204531
  
  We are still waiting to receive a refund. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/23/2024

  ******, we received an update from our accounting department indicating that they have scheduled the wire transfer to your account for 05/24 which was communicated to you by our Customer Excellence team. We do apologize for the delay and we understand the frustration for the time this process has taken, but our team remains responsive and committed to overseeing this case until you receive your refund. Please continue to follow up with the Customer Excellence team for updates.

  Customer Answer

  Date: 05/28/2024

   
  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.

  We finally received the refund. 

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

• Initial Complaint

  Date:01/22/2024

  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.

  Avalara, misrepresented there product as a all inclusive product that I have found not to be. This was discovered in this process of trying to cancel them. There is a return that was miscalculated since the information was not loaded correctly and it charged tax to me due to this. I have been trying to resolve the issue and sent the tax exempt forms to them but they are fighting me in this process and are not customer centric. My main issue here is I was sold that i am always in control if i want to override the tax i can. Well guess what, I can not. There site has been not responsive and I barley have been able to use it. Therefore i was sold a lemon. My main objective here is protect others since the $4k is a loss i have written off as learning experience. Now i need help pushing them to close my account and settle with the states to close those accounts so I can have a true professional setup what needs setup on a clean slate. I also wish for my account to be reflected on there record to protect future buyers.

  

  Business Response

  Date: 01/31/2024

  ******, thanks for giving us the opportunity to address the issues youve described again. We apologize if expectations were not clearly expressed, and we understand how miscalculations can be frustrating. As our team explained prior to your complaint, SST Exemption requires that you have the exempt customer & certificate in the system before invoicing the customer. We understand you did not complete the customer trainings and therefore were unaware of this requirement. On January 22, our support team gave you step by step instructions to correct the transaction but we understand you stopped payment for $54 in sales tax. As requested in your complaint, our team provided you with the cancellation form so that we may close your account. We wish you and your business all the best.