Complaints

This profile includes complaints for Avetta's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avetta

  Irvine, CA 92614-6856

  
• 

  Avetta

  3300 N Triumph Rd Lehi, UT 84043

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:07/11/2025

  Type:Customer Service 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 need a connection removed. We are being billed for the unneeded connection. We must contact support to remove the connection and they were to respond within 2 business days. It has been 5 business days and no response. There are only contact details for automated support and it cannot action anything. The next billing cycle is 20th July, so I want to get the connection removed prior to then. Removing connections should be self-service on the platform or have quick turn around time from support because it should be simple...

  

  Business Response

  Date: 07/18/2025

  Hi ****, we apologize for any inconvenience, these connections have now been removed. We appreciate you reaching out as we are always look for ways to improve. If there are any additional concerns you have please reach out to *********************************** Thank you. 

  Customer Answer

  Date: 07/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been satisfactory to me. This complaint has been resolved, the unneeded connection has been removed and renewal fee adjusted. Thank you for you help with resolving this matter!
  
  Kind Regards,
  ****
  
   
  

• Initial Complaint

  Date:06/24/2025

  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.

  DURING MAY 2025, WE MAINTAINED ONE CLIENT WITH AVETTA USING THEIR ADVANTAGE MEMBERSHIP; OUR MEMBERSHIP FEES WERE BASED UPON COMPLIANCE REQUIREMENTS BY OUR ORIGINAL CLIENT. A 2ND CLIENT WITH MORE COMPREHENSIVE COMPLIANCE REQUIREMENTS WAS ADDED **** RESULTED IN A SUBSTANTIAL INCREASE IN FEES ON OUR ACCOUNT. OUR ORIGINAL CLIENTS REQUIREMENTS HAVE NOT CHANGED, BUT THE MEMBERSHIP WAS UPGRADED AUTOMATICALLY BASED ON THE COMPLIANCE REQUIREMENTS OF THE NEW CLIENT ONLY. SECONDLY, THE COMPLIANCE INFORMATION IS NOT SHARED BETWEEN CLIENTS. ITS MY UNDERSTANDING THAT THE CLIENTS ONLY HAVE ACCESS TO THE INFORMATION THEY HAVE REQEUSTED. AVETTA HAS BEEN UNRESPONSIVE TO MY REQUEST TO REISSUE A BILLING FOR SHOWING THE CLIENTS AT THE MEMBERSHIP LEVEL ACCORDING TO THEIR REQUESTS FOR COMPLIANCE INFORMATION. UNPAID INVOICE ATTACHED.

  

  Business Response

  Date: 07/09/2025

  Hi ****** - Thank you for reaching out and sharing your concerns.
  When you added a second client in June with more comprehensive compliance requirements, your membership was upgraded to Premier. This is because your membership level is determined by the highest compliance requirements among your connected clients. The membership level ensures youre able to meet the requirements for all clients you serve through Avetta.
  I apologize for any delay in clarifying your billing. If you have additional questions please reachout to ***********************************

• Initial Complaint

  Date:06/23/2025

  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.

  We are being billed for 4 customers that have connected with our account. We do not do work for any of them. I have called and chatted with them and I have not been able to get to a live person yet. We are a small business. We cannot afford to pay $9,076.00 for nothing. We just want to cancel our membership.

  

  Business Response

  Date: 06/24/2025

  Hi *****,  
  
  Thank you for your request. We spoke to you earlier today and have removed the connections and cleared the invoice. If you have any other issues, please don't hesitate to reach out to our support team at: ************************************************************. 
  
  Thank you, 
  ******

• Initial Complaint

  Date:05/06/2025

  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.

  They charge my company ****** without approval. For a service we did not sign up for.

  

  Business Response

  Date: 05/07/2025

  Hi ****, we apologize for any inconvenience this may have caused. We have since spoken with you and removed the charge. Appreciate your partnership. 

  Thank you,

  ******

• Initial Complaint

  Date:04/14/2025

  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.

  Avetta allows any company to connect to yours without prior approval. When you ask for a name of who made they connection, they don't have that information. Really? I genuinely believe this is part of a scam to get money out of contractors for using their service; especially since it is nearly impossible to "break" a connection with a client. Avetta bills you for the unknown added client connection. You have no recourse other than to request that the unapproved connection be removed and your account credited. Then they tell you that an Account Manager will reach out to you in 5-7 business days. If they do call, it is nearly impossible to remove the charges that were added without your approval. Avetta is the sorriest client connecting portal that I have ever used; if I did not have to use them, I would not! Avetta is WAY more expensive than other companies that do a WAY better job. Avetta does not engage with clients when a task is waiting on the client...they just consistently keep charging you! If they do reach out to you, they try to convince you to keep the connection at a lower rate. READ THAT AGAIN! We are not talking about dropping cable at your home, this is BUSINESS!! When you ask them again to disconnect and credit your account, there's radio silence. There's nothing preventing ANY company in their network from attaching themselves to other businesses' accounts. If you're not vigilant, you could end up stuck with fraudulent charges. This process is unreasonable, a waste of time, and shady.

  

  Business Response

  Date: 04/22/2025

  Thank you for taking the time to share your experience I truly understand your frustration and Im sorry for the inconvenience this caused.
  I want to confirm that the unapproved client connection has been removed, and the refund for the associated charges was processed last week. We appreciate your patience while this was resolved.
  Your feedback is incredibly valuable. While our goal is to make it easier for contractors to find work and manage client requirements through a single platform, we know there are areas that need improvement. Were actively reviewing this process to make it clearer, more secure, and more contractor-friendly.
  If theres anything else we can do to support you or if you'd like to share more thoughts, Im here to help.

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:04/01/2025

  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.

  Avetta allows any company to connect to yours without prior approval. They then bill you for the added client connection. You have no recourse other than to request that the unapproved connection be removed and your account credited. **************** advises that one of their **** will reach out in 7-10 business. However, when they do reach out, it's a salesperson and they try to convince you to keep the connection at a lower rate. When you ask them again to disconnect and credit your account, there's radio silence. There's nothing preventing ANY company in their network from attaching themselves to other businesses' accounts. If you're not vigilant, you could end up stuck with fraudulent charges.This process is unreasonable, a waste of time, and shady.

  

  Business Response

  Date: 04/10/2025

  Hello *****, We are sorry for the inconvenience we went ahead and resolved your issues by providing a refund. If there is anything else needed please do not hesitate to reach out at *********************************** Thank you. 

  Customer Answer

  Date: 04/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The requested actions have been completed and consider this complaint resolved.  Thank you for your assistance.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:03/17/2025

  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.

  We have used Avetta since it was PICS due to several of our clients requirements. So for 8 connections on our invoice from 3-17-24 we paid $4,847.00. We added a connection so we have 9 on 3-19-24 and they charged $6,804.66 for adding one customer. I called and called for a month to get an explanation or a break down and they never responded. This year I received the invoice for 9 connection and it was $10,090.00. I called last week and talked with a CSR (did not get her name) and she said she contacted billing and would send me an email with the case number and info. I never received that. I called on Friday and talked with ***** and she said it was all very confusing and she gave me a case number over the phone and told me she turned off auto pay until this matter is resolved. Today I get an email thank you for your payment and they took the money anyway. I called and talked to *** who said let me talk to *****. He came back and said that ***** had contacted billing and told them to turn off auto pay. *** said if they deducted the money from your account I am sorry but we will get you a break down. It is the same runaround and theivery as last year. I requested a face to face meeting but that is not going to happen. I am going to all of my customers and letting them know what has been going on with them.

  

  Business Response

  Date: 03/28/2025

  Hi ******,

  We have deactivated your account. We apologize for the inconvenience and appreciate your patience. Please let us know if you have any concerns. 

   

  Best,

  ******

• Initial Complaint

  Date:02/16/2025

  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.

  My company ************************************ was working with Avetta thru my employer. I was no longer employed with company and renewal fee was drafted from my account in December 2024. I called the day payment was drafted and requested a refund since their services was no longer needed. The debit card used was hacked so I cancelled card with bank. Avetta said they would mail the refund check to me since they couldnt refund back to original payment card. I have still yet to receive my refund of $950.00 dollars going on 3 months. I call with case number and get the same response wtg for billing to update notes. This is ridiculous and. ******** customer service. Please mail my check of $950.00.

  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out, and I sincerely apologize for the continued frustration and delay you've experienced. According to our records, a refund check for $950 was approved and mailed out on February 27th.
  
  We truly regret the inconvenience this has caused and appreciate your continued patience as we worked to make this right.

• Initial Complaint

  Date:02/01/2025

  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 was required to use Avetta for a client I work for. I agreed a year ago and paid the fees. The client has recentely decided to no longer use the Avetta System (just received notice on Thursday). Avetta just charged me an account renewal fee today. I no longer need or will use the system. I tried to cancel the membership but get the runaround every time. They make it impossible to cancel and then they say that their policy is that you need to call them at least 30 days prior to renewal to cancel.

  

  Business Response

  Date: 02/11/2025

  Hi *****, 

  Thank you for being an Avetta customer, we understand you no longer needing an Avetta membership. We have submitted a deactivation and refund request. Please let us know if anything else is needed. Thank you!

• Initial Complaint

  Date:01/14/2025

  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.

  Registration with Avetta was necessary to work for a large client. We paid Avetta $4,000. The client has turned out awful. They owe us over $100,000 and we are discontinuing work with them. Our membership with Avetta lapsed September of 2024 and they call us weekly asking us to renew membership despite our telling them repeatedly that we don't want their service. It's now January 2024.If one of your clients requires Avetta registration, find another client. You'll pay $4,000 for the burden of having a $100,000 loss on your books and getting renewal calls at 6:30 in the morning.

  

  Business Response

  Date: 01/15/2025

  Hello ******,

  We apologize for the inconvenience. Please email us at ********************************** so our team can work to resolve your issue. 

  Kind Regards, 

  
  Avetta Customer Relations