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Business Profile

Business Process Management

Avetta

Complaints

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

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Avetta has 2 locations, listed below.

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    • Avetta

      Irvine, CA 92614-6856

      BBB accredited business seal
    • Avetta

      3300 N Triumph Rd Lehi, UT 84043

    Customer Complaints Summary

    • 59 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/13/2024

      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 got an annual Avetta subscription because of an occasional client in 2023. We were charged accordingly and the yearly renewal was charged accordingly. Then out of the blue 10 days later we're charge and additional $1583.13 - five times more that we were originally charged for our subscription - because a business added us as one of their suppliers. This is a one off client and we would never be able to recoup this kind of cost to do business with them. We were NOT informed in any manner prior to the charge by Avetta and would NEVER have agreed to this upgraded account or charge. Ever. I spoke to a **************** rep who said I will be contacted in 3 business days by their account that does "Deactivations". We also want a full refund of the balance of our yearly subscription as we will not do any business with a company that will randomly charge our credit card, and no longer want the account. I'm waiting for the call back and the refund.The sales rep I originally talked to never explained that if a business adds you then suddenly Avetta will charge your credit card more without any notice. If they had said this we would have never EVER made an account with them.

      Business Response

      Date: 05/16/2024

      Hello ********,

      I have followed up with our billing team and they confirmed that your refund will go through today.

      To help us better assist you in the future, please contact **********************************.

      Thank you!

      Kind Regards,

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

      Customer Answer

      Date: 05/16/2024


      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:05/03/2024

      Type:Product 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.
      In 2022, our company was mandated to join Avetta through our work as a supplier for a power utility client. On March 18, 2024, our client cancelled its Avetta engagement, and sent us notification that we were no longer mandated to be enrolled in Avetta or to provide any information to them. This notification was received exactly one week after our company had already sent in our renewal check for the period of 03/31/2024 to 03/30/2025. On March 21, 2024, I called Avetta to cancel our account and to request a refund for the amount that we had paid. It has been close to 8 weeks and we have yet to receive the refund that is due to us. I have called close to ten different times, and the customer service is the worst I have ever experienced. It is clear to me that Avetta is doing everything it can to stall in releasing of our refund check. I have sent them their requested information multiple times! When I ask to escalate my request to a manager or a billing department specialist, they claim they are unable to do so. I feel terrible for other companies, especially small businesses like ours, that are mandated by their clients to join Avetta. They are scammers of the very worst kind and I have no idea how they are still in business.

      Business Response

      Date: 05/10/2024

      Hello *******,

      Our team is currently working to refund you. It should go into effect next week.

      Kind Regards,

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

      Customer Answer

      Date: 05/10/2024

      While I hope this statement from Avetta's ************************* is true, I am unable to accept this response at this time because I have been told similar things every time I have called Avetta about our refund check over the past 8 weeks (and I have called every week for 8 weeks). If Avetta can provide us with a tracking number for the refund check once it has been mailed, that is my preferred solution. Otherwise, Avetta and their representative's "word" means nothing because their "word" has proven to be empty and without action thus far.

      Business Response

      Date: 05/20/2024

      Hi *******,

      Our billing department just confirmed that the refund check is scheduled to arrive today. ***** tracking number: 7764 3982 0720

      Please let me know if you need anything else. Thank you!

      Kind Regards,

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

      Customer Answer

      Date: 05/24/2024


      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. 

      Regards,

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

       
    • Initial Complaint

      Date:05/01/2024

      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.
      Our company had to sign up for Avetta for work on a customer site, we paid the $350 fee. Another company connected to our profile and Avetta updated our membership and charged another $780.25. When I noticed the payment on my Credit Card, I called and billing said I could not remove this company myself, but I could request to have the client connection removed and get a refund. Made the request and was informed by the Supplier Account Manager that since this was more than 30 days since the client connection (not the charge date) I was out of luck. I also can't find my Credit Card info on my account to delete, so they have the ability to do this again.

      Business Response

      Date: 05/02/2024

      Hello ******,

      I reached out to our billing team, and they passed along that unfortunately you are not eligible for a refund as the *********** connection was added on 3/7/24 and your removal request was on 4/10/24, which falls outside the window.

      To ensure that we can serve you better in the future, please contact **********************************.

      Kind Regards,

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

    • 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.
      I have made several attempts online and in writing to cancel my "membership" to Avetta. They refuse to cancel my membership stating that I am attempting to cancel my membership midterm, which is not allowed. Avetta stated that we can only cancel during a very short window. My first attempt was unfortunately on their online portal shortly after signing up. I do not have a record for myself. Note that this was in August 2023. Later, I attempted to cancel again in December 2023 and also in March 2023. I have records and I have record of these attempts. Today on April 19, 2024, I am on their chat attempting to cancel and they are tell me I have to wait to cancel until 30 days prior to my 7/31/2024 renewal. Further, Avetta has stated that they do not have a record of the terms and conditions that we have actually signed for their services. They simply send me to a website and stated that we agreed to the terms and conditions as they change. They also stated that their is not a printable option for their terms and conditions. Avetta obviously has a system set up to scam their "customers" into forgetting to cancel their membership in order to extort money from them. What protections are in place for this nefarious business practices?

      Business Response

      Date: 04/23/2024

      Hello,

      Our billing team just confirmed your account will be deactivated this Thursday. If you have any questions, or if you need any additional help, please contact **********************************.

      Thank you,

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

      Avetta

    • Initial Complaint

      Date:04/18/2024

      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.
      Avetta stole 795$ out of our account today without any authorization. We did not request an upgrade in our account at all nor were we notified. This is corporate theft at its finest. Once our agent their representative had our sale he was unable to be reached over the phone. Avetta will not respond and we have been in contact with them but they have no idea what or why they took the extra money. The basic plan we signed up for was only 740$ they doubled it without representation or notification

      Business Response

      Date: 04/19/2024

      Hi ********,

      We apologize for the inconvenience. Please contact ********************************** so our team can best assist you.

      Thank you,

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

      Avetta

    • Initial Complaint

      Date:04/15/2024

      Type:Delivery 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.
      Deceptive Billing Practices When a former client disconnected from their platform, Avetta replaced the client with a fictious placeholder in order to maintain elevated billing to our company. In addition this all occurred after the renewal period despite the former client dropping Avetta prior to the renewal period. Essentially fraudulent billing practices.

      Business Response

      Date: 04/19/2024

      Hi *******,

      We apologize for the experience. Please contact ********************************** so our team can best assist you.

      Kind Regards,

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

      Avetta

      Customer Answer

      Date: 04/19/2024

      I have tried already on multiple occasions to work directly with Avetta and have requested to speak with more senior level customer service supervisors or managers. They continue to delay and pass me along to alternate agents and take no responsibility for their actions nor explain their fraudulent activities/practices. They are welcome to reach out to me with an expectation that their representative is competent, informed, responsible, and will not pass my file off again.

       

      Business Response

      Date: 04/24/2024

      Hello *******,

      Our billing team just got back to me and advised that they are able to refund you for the price difference from premier to advantage subscription.

      Would you like us to proceed?

      Kind Regards,

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

      Customer Answer

      Date: 04/26/2024


      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:03/12/2024

      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.
      Avetta is trying to invoice my company for $4,266.00, but will not substantiate the membership level associated with each connection as part of the breakdown of the billing. The invoice is an automatic charge to my credit card and I have requested they provide the supporting documentation associated with the development of the bill. I have tried to resolve this invoicing issue with Avetta multiple times via the telephone and chat online. All attempts have been met with extreme resistance. I have asked Avetta to provide me with the documentation associated with the billing level for my connections. This is a simple request, but they have not provided the documentation and have not allowed me to speak with anyone that can provide that information. There is an existing case number ******** that Avetta has given me. I have transcripts of the chat interactions.

      Business Response

      Date: 03/21/2024

      Hi *******, we apologize for any confusion or inconvenience caused by the 2024 Renewal. Our support team has reached out to you to provide insights on invoicing, if you have additional questions or concerns please reachout to us at *********************************** we are happy to provide additional details if needed. Thank you.   

      Customer Answer

      Date: 03/21/2024

      We have requested numerous times for Avetta to provide specific documentation for each individual connection membership level associated with the invoicing. They have consistently refused to provide the information.  I have dealt with over 6 different individuals over the course of two weeks and none are willing to substantiate the invoice amounts.  It is a simple request that they refuse to provide. Their invoices do not align with the provided information.  Each response from Avetta does not validate the establishment of the invoicing.  In addition, each interaction they keep giving a different case number.  It appears to be a delay tactic so that they can charge my account.

      Business Response

      Date: 03/22/2024

      We apologize for the frustrations and inconvenience you have experienced with your invoicing issue. Please note, we do not provide information that is between Avetta and the client and if you do have additional questions regarding the requirements in Avetta, we advise you reach out to your Point of Contact for clarifications or contact *********************************** Thank you.

      Customer Answer

      Date: 03/26/2024

      Avetta is trying invoicing my company for a service but they will not indicate what level of service each connection would require.  Avetta is not providing any documentation that any of the connections require any level of service.  It would appear that Avetta is making up the invoicing since they will not provide the supporting evidence that a specific connection would require. 
    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The website asks for bank info but NEVER SAYS ANYWHERE you are about to be charged $1,449.00! I don't even know what this site is, it was sent to me by a company I do bids for so I filled out the info and then BAM they charge my account $1,449.00. I did not authorize this. I have made several calls requesting a refund but call is always answered by an agent who does not handle these requests. They promise I will receive a call back to issue refund but have yet to receive a call or refund. Please cancel my membership immediately and issue me a full refund. I know I have a right of rescission.

      Business Response

      Date: 03/05/2024

      Hello ****,

      Thank you for reaching out. Our billing department has confirmed that your account will be deactivated and that you will be issued a refund this Thursday.

      To help us better serve you in the future, please email **********************************

      Thank you,

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

    • Initial Complaint

      Date:02/20/2024

      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.
      Our company is mandated to be a part of this contractor qualification through several client connections. I have tried several times to reach Avetta regarding the reason they increased their fees by 19% in one year so we can explain this to the customer base before we pass this fee back to them. We paid them well over 8K last year. They also compromised our personal company information to an outside source and I requested that our fees are held to the same rate as 2023 because of this and the time involved dealing with this incident.No one from Avetta has responded back with a phone call as requested. This company is exemplifies greed and lack of accountability. We work in several compliance platforms and this is, by far, the absolute worst.

      Business Response

      Date: 02/20/2024

      Hello, 


      We apologize for the inconvenience, but due to our product enhancements, there has been a price increase and thus are unable to adjust your rates. 

      If you have additional concerns, and to ensure we can serve you better in the future, please email us at ********************************** so we can work to resolve your issue. 


      Thank you, 
      *************************;
      Avetta

      Customer Answer

      Date: 02/21/2024

      This is not a valid reason.  It's impossible to speak with a human being with this company, as I have requested several times now. This customer chooses to ignore my requests.

      The support information they provided with their response is non-responsive and automated.  

      There is no possible way that their support of the data that we spend hours updating for their benefit costs this much on their side to go through.

      Business Response

      Date: 03/05/2024

      Hi *****,

      Our support team informed me that a reasonable resolution has been made and accepted on your part.

      Thank you for working with us to resolve your issue.

      Kind Regards,

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

      Customer Answer

      Date: 03/06/2024


      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:02/14/2024

      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.
      Avetta, LLC is one of the most popular websites for construction contractor "prequalification," which requires construction contractors to submit data about their business, including financial data, safety data, and legal disclosures.Avetta, LLC issues invoices to construction contractors that access and use their website. The invoice amount is calculated based on the number of client "connections" you have in the Avetta Website. The invoice describes the period of access that you are paying for.On 08/24/2023, our business was issued an invoice to renew its 29 client connections for the period 8/10/2023 to 8/09/2024. The invoice was $23,680.00. Our business paid the invoice timely on 9/6/2023.On 12/18/2023, Avetta, LLC invoiced our business again, alleging that the exact same client connections we already paid $23,680.00 for now cost even more money, despite the original invoice identifying a term 8/10/2023 to 8/09/2024.This is an incredibly deceptive trade practice. We have not paid the 12/18/2023 invoice and do not intend to pay because this billing practice is incredibly deceptive and unlawful. It is no different than paying for 1 year of cable TV at a specified price, only to have to cable TV provider increase the price mid-year and threaten to cut off the cable TV. Avetta, LLC will cease the services we already paid for if we do not pay the deceptive and unlawful invoice.

      Business Response

      Date: 02/20/2024

      Hi ****,

      Our ****************** informed me they communicated with you directly to resolve this issue

      To ensure we can serve you better in the future, please email us at ********************************** so we can work to resolve your issue. 

      Thank you, 
      *************************;
      Avetta 

      Customer Answer

      Date: 02/21/2024


      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 business effectuated the resolution and I consider this complaint completely resolved.

      Regards,

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

       

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