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:01/07/2025

  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.

  I contacted Avetta on 1/7/2025 to cancel/deactivate my subscription and was declined by their customer service representative. She stated that per their policy, I could not cancel my subscription 'mid-term' and had to wait until a later date. She referenced the End User Agreement on their website. I have not consented nor agreed to this policy or any other terms since subscribing to their service. There is no documentation to state that I agreed to this policy. Avetta has apparently introduced their own terms, are forcing clients to consent, and are making it impossible to cancel subscriptions. The *** passed legislation in October 2024 for this very reason. After many attempts during our conversation to request an immediate cancellation, she still refused. Avetta has my banking information and clearly intends to charge me, without my consent. At minimum, this is theft, which should be prosecuted. I am demanding an immediate cancellation of this subscription. This company is a proven scam artist and continues to commit fraud and theft. The Avetta case number for this is ********.

  

  Business Response

  Date: 01/08/2025

  Hello ****,

  I have passed along your request to our Support team and I believe you have been in contact with ****** *****.

  He just informed me that he has escalated your request to our deactivation team. He will send you a follow-up once the request is initiated.

  Please contact me directly at **************************************** if you need any further assistance. Thank you!

  Kind Regards,

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

  Avetta Customer Relations

  Customer Answer

  Date: 01/08/2025

  *******,
  
  I received your message through BBB. I appreciate the prompt response, although it shouldnt require me to waste my time to have to file a BBB complaint for something to be done.
  
  Either way, you mentioned a ****** *****. I have not received any communication from this person.
  
  Regards,
  
  ****

  

  Business Response

  Date: 01/09/2025

  Hi ****,

  He will reach out to you directly once the deactivation request is initiated. 

  Please email me directly at **************************************** if you do not hear from him in the next few days.

  Thank you,

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

  Avetta Customer Relations

• Initial Complaint

  Date:10/16/2024

  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.

  Warning! Warning! DO NOT USE THIS COMPANY! This company is a scam! We were required to use this company by one of our contracts on a construction project They gave us a login to their portal as a new client. When you sign into their portal is automatically sign in. There is no contract that was issued or signed by anyone in our corporation. $489.32 The Amazon project was completed in 2020.

  

  Business Response

  Date: 10/17/2024

  Hi ***,

  We apologize for the inconvenience. Your account is set for deactivation and refund today.

  Please reach out to me directly if you need any further assistance: ***************************************** Thank you!
  
  Kind Regards, 
  
  Avetta Customer Relations 
  

• Initial Complaint

  Date:08/29/2024

  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.

  We were required to use this company by one of our contracts on a construction project that only lasted 6 months. They gave us a login to their portal as a new client. When you sign into their portal is automatically signs you up for a recurring account and they charge your credit card automatically. There is no contract that was issued or signed by anyone at our company. This company is a complete scam. They made unauthorized charges to our account over the last 3 years!!! They have charged our card $3,196.93, in 2022, $4,071.17 in 2023 and $4,938.70 in August of 2024. The project was completed in 2021!!! But they kept charging our credit card. We have made several attempts to contact them and they keep telling us that the deactivation department can't be reached at this time. I asked them for the contract and they say there isn't one. This is a complete racket!!

  

  Business Response

  Date: 09/04/2024

  Hello *******,

  Our billing team just confirmed that your deactivation and refund will be processed tomorrow. 

  If you have any further questions or if you need anything else, please email me directly at ***************************************** Thank you!

  Kind Regards,

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

  Avetta Customer Relations

• Initial Complaint

  Date:08/27/2024

  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 had a potential customer reach out to us to do business with them. They advised that they used a third party safety compliance company, Avetta and that we must go through them to connect with their company. I then received an email from Avettas salesman with a link to sign on. Since the activation fee was $1650 we wanted to make sure what was required and exactly what service they were providing for this money. I spoke with an Avetta salesman several times and he advised that it was a simple process and that they only required our insurance information and provide our safety manual. We signed up on 7/8/24 and paid the $1650 activation fee, only then was I able to see their requirements and it was much more than what we were lead to believe by their salesman, and the majority of these items did not apply to the services we would be providing to our potential customer. I provided what I thought was everything on their long list, insurance information, EMR reports and a copy of our Safety Manual. We have made multiple attempts to provide them with our information and each time it is rejected and we have not been able to get anyone to let us know specifically what we are missing.On 8/19/24 I emailed them and requested that they cancel our account and send us a refund of the $1650 charged as it did not appear that we were going to be able to have a working relationship, and they have not provided us with any service. I received an email saying that my cancellation request fell outside the cancellation period of 7/8/24, which was the date they ran our card. I have sent multiple emails and made several calls with no success. I dont know what to do at this point. It seems they are only interested in taking peoples money, and from all the other complaints I have seen we are not the only ones having issues with them. We want them to refund our money so we can part ways.

  

  Business Response

  Date: 08/29/2024

  Hi ****,
  
  We have received your request, and we are actively exploring potential solutions internally and appreciate your patience during this time.
  
  Kind Regards,
  
  Avetta Customer Relations

• Initial Complaint

  Date:08/02/2024

  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.

  6/12/24 Credit card charged without permission for $1284.16 to a customer connection that we do not do business with. When we explained this to Avetta they only offered a credit on our account. We do not plan to have any other connections so this would be a credit that would not be utilized and an unsatisfactory resolution. They do not disclose on their invoice the customers you are being connected to and they hold your credit card and use it for payments without allowing you sufficient time to review and decline/authorize the charge. You have to file a dispute within a very narrow time frame which likely is shorter than the window where you see the charge on a credit card statement (unrealistic and poor business practice). No merchant should auto connect and charge cards for services without permission!

  

  Business Response

  Date: 08/07/2024

  Hi Darric, 

  
  Thank you for reaching out to Avetta. Per our billing policy, this was an auto-upgrade and, unfortunately, since your request to remove this connection was not requested within the 30-day window, our Billing Team is unable to process a refund. 
  
  We apologize for any inconvenience this has caused and we greatly value your membership. 
  
  To allow us to better serve you in the future, please contact [email protected]. 
  
  Thank you, 

  
  Avetta Customer Relations

  Customer Answer

  Date: 08/08/2024

  I am grateful you acknowledged this was a "auto-upgrade" and confirm we did not approve the charge to our card.  The timeline required to raise a dispute is untenable because we first learned of it when we saw the charge on a credit card statement.  I believe this is an intentional business practice to make challenging/disputing charges nearly impossible.  We again restate that a refund is the only acceptable solution given that we did not under any circumstances authorize the charge.
  

  

  Business Response

  Date: 08/13/2024

  Hi Darric,
  
  Our Terms & Conditions specifically outline the process for the acceptance and approval for invoicing , as well as how to remove connections. Avetta provides a notice of new connection(s) in an email 3 days before an invoice is created. 
  
  We have received your request, and we are actively exploring potential solutions internally and appreciate your patience during this time.
  
  Kind Regards,
  
  Avetta Customer Relations

  Customer Answer

  Date: 08/15/2024

  Thank you for reviewing.  We look forward to receiving a refund in full for this charge.

• Initial Complaint

  Date:07/09/2024

  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.

  This is my second complaint to BBB against Avetta, but this one is worse than the first. Avetta has companies "connect" with us and then invoices us for services that we never requested and often with companies with which we never do business. Because we have had to connect with companies in the past and therefore pay Avetta, they have my credit card number. On February 2nd I asked Avetta to clear out all services on our account because we were being charged for services that we were not using and that were of no use to us and that we did not request. I got a reply from them asking if I wanted to permanently disable my account or temporarily because if I permanently disable it there will be a reactivation charge if we have to re-enable the account. I asked that we temporarily disable the account (because one of our customers may require us to use ********************** at some point) and that they take my credit card number from their system. Last week they "connected" us to a business without us being aware of the transaction and they charged my credit card that I asked them to delete from their system for $1552.68. I do not know how they can legally continue to get away with this. The last complaint that I made was because they were charging us for services that we did not request. This complaint is that they are charging us for services that I specifically declined on a card that I requested that they delete from their system.

  

  Business Response

  Date: 07/09/2024

  Hello ****,

  Our team has confirmed that they will issue a refund and will remove your credit card information from our system. 

  If you have any questions or if you need anything further, please email me directly at ****************************************************.

  Kind Regards,

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

  Avetta Customer Relations

• Initial Complaint

  Date:07/03/2024

  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.

  We were required to enroll with Avetta for a client a few years back. We got notice that another client wanted to connect through avetta. We immediately contacted avetta to tell them not to connect us with them because they owe us money and we dont work with them anymore. ****** assured me they would stop the connection. Two weeks later were charged $1450, Without notice, for connecting with said company. When asked about this they said its because auto pay is on, well the previous customer service rep. told me that that was only for renewing annually with avetta, not new connections. This is a scam and it should be stopped.

  

  Business Response

  Date: 07/09/2024

  Hi ********,

  Our support team just confirmed that they have removed this connection and have issued a refund, which will happen in the next couple days.

  If you have any additional questions or need further assistance, please reach out to me at ***************************************** Thank you!

  Kind Regards,

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

  Avetta

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avetta is an absolute scam! Our company was required to subscribe to Avetta by one of our clients. We paid $700 for a year, then our client told use that we didn't have to use Avetta, after all, so we ended up paying $700 for nothing for the first year. Our subscription renews 6/14, so we received an email 5/17/24 with an invoice attached, asking that we pay the invoice to renew. We did not pay the invoice, as we did NOT wish to renew. On 6/16, I received an email stating that Avetta had charged our credit card on file $700 for renewal. I cannot remove our credit card from your account, I've tried. It will automatically renew & I had NO idea it was set up for auto-renewal; why would they send an invoice in an email when the account is set up to auto-renew?? So, after that I start digging & digging, trying to find a way to cancel & request a refund. Their website says you can cancel online or contact customer service, which is an absolute LIE!! It also says there is a blue toggle switch where your payment info is, where you can "turn off" auto-********** even had a screenshot example of the toggle switch & option to turn it off. This does NOT exist on your actual profile/account online. On 6/17 I found a phone number online & called it. It is IMPOSSIBLE to speak to a human being with this company. They have some options you can select; none of which were even remotely helpful to me in any way. I submitted a request through their website to cancel & requested a refund & received a bot auto-reply containing ZERO helpful information. On 6/27 I found another phone number & tried it - NOTHING. I found an email address & sent another message & so far have still heard NOTHING. I'm starting to think that the only way out of this is to cancel our credit card. I can't even believe this is legal to do to people. This is SEVEN HUNDRED dollars a year for now TWO year we're talking about, for something we never even used.

  

  Business Response

  Date: 07/01/2024

  Hello ******,

  Our team is working on this deactivation request. In regards to speaking to a human: through the automated system, if you say "agent" or "talk to someone", you will be connected to a customer support team member.

  Please let me know if you have any questions, or if you need anything else. Thank you!

  Kind Regards,

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

  Customer Answer

  Date: 07/02/2024

  And do we not receive a refund for the renewal fees? I attempted to say "agent" several times, which did not elicit any response from the automated system. 

  

  Business Response

  Date: 07/02/2024

  Hello ******,

  Yes, your refund will be processed tomorrow. Please let me know if you need anything else - my email is ****************************************************.

  Kind Regards,

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

  Customer Answer

  Date: 07/12/2024

  
  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:06/27/2024

  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.

  Each year, a connection is added for a client we no longer do business with and each year it becomes increasingly difficult to even get in contact with Avetta (their customer service number is now just a virtual attendant that will email you a text number that you have to speak to an agent through... ridiculous). We are billed EACH year for these connections despite reaching reaching out to the chat agent via the avetta portal who merely says someone from their connections team will contact you in 3 business days (which never happens). The person I spoke to in chat today said they have requested the removal and a revised invoice; however history tells me I will need to follow up and that I should also create a case here as I have had to do in the past. So I am creating this complaint today as record that the request to have the connection removed was placed just one day after the connection was created on our account (I know there is only a short window to get the connection removed according to Avetta). My Avetta case number is ********.

  

  Business Response

  Date: 07/01/2024

  Hello ******,

  Our team is processing this request right now. Please let me know if you need anything else.

  Kind Regards,

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

  Avetta

• Initial Complaint

  Date:06/06/2024

  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 were charged $4,950.00 for a subscription that we canceled last year. We have one client that we haven't done business with in years and when I called them last December 2023, I was told that our subscription was canceled. However on April 24, 2024 my credit card was charged for a subscription price with an additional cost on top of that. This isn't the first time we have been over charged and needed Avetta to refund us. I have called and submitted a request on their online portal several times for this money to be credited back to my card and I still have not received a reply. I am also unable to remove our stored credit card off of the account to avoid this from happening again. Our hiring client, who is the reason we needed to sign up to Avetta in the first place, is a close business associate of ours and we are tempted to go to him and tell him to change compliance companies as Avetta is making his clients feel as though we are getting scammed. Please refund us our last 2 charges and cancel our account immediately Our account number is *********.

  

  Business Response

  Date: 07/18/2024

  Hello *****,

  We apologize for the inconvenience. In order for us to better assist you, can you please contact **********************************?

  Thank you,

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

  Avetta