Complaints
This profile includes complaints for Avetta's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:09/27/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/24/23 we signed up for Avetta because a potential client said we had to go through them before subcontracting for them. We paid $1,619.00. We tried to comply with everything they were requiring which was not what i expected. The insurance was to expensive and they practically want you to write a book about safety. Mind you we are a small business with 2 employees. They made it impossible for us to pass all these requirements and now are refusing to refund us because it was past the 7 days. I believe the 7 day rule is unreasonable and if you can not pass the requirements, you should be able to get a refund.Business Response
Date: 09/29/2023
Hi *****, We apologize for the inconvenience you have experienced. Unfortunately, in accordance with our policy guidelines, we are unable to process a refund in this case. However, we encourage you to explore the array of Member Benefits we offer, including opportunities to connect with additional clients to expand your work prospects.
Should you have any further questions or require assistance with any other matter, please do not hesitate to reach out at *********************************** We are here to support you in making the most of your membership.Customer Answer
Date: 09/29/2023
Well that is to bad. I will go ************* and do whatever it takes to get my money back. I will also be sending a letter to the attorney with my complaint. I have no interest in being any part of an organization that has numerous negative reviews and feedback that I have come across since being sucked in. The consistent and widespread negative sentiment expressed by current and former clients raises significant concerns for me. Talk to you soon
Business Response
Date: 10/04/2023
Hi *****, again we apologize for any inconvenience. Please let us know at ********************************** how are team can further assist.Initial Complaint
Date:09/25/2023
Type:Billing IssuesStatus: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 approved a connection to a company called ****** ******, who operate in the ************************** Field, in which we do not operate, and who are based in the US, where we also do not operate. This company has never been a customer/supplier of ours, and there has never been any dialogue between the 2 companies to initiate a commercial relationship. The 'connection' caused our annual fee to rise from 400+VAT for the year to 1,760.00+VAT for the year, and also become enrolled onto 'Vetify Premium' for an annual fee of 499.00+VAT. To say that all of these charges being applied to our account without our approval or consent are somewhat underhand is an understatement. Despite 2 weeks worth of calls trying to bring this matter to a resolution with the 'Verify Team' we are still waiting for promised call backs and e-mails from the team assuring us of what is being done.Business Response
Date: 09/28/2023
A refund has been requested and is currently being processed. Please let us know if you have any concerns.Customer Answer
Date: 09/29/2023
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:09/13/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/22/2023 we sent Avetta via credit card a payment for activation fee and annual membership fee as we had to join Avetta to be able to service one of our clients. Apparently our insurance does not qualify as per Avetta so we asked to be deactivated and get our money back. We were give the run around from Avetta just long enough for them to tell us that we do not qualify for a refund.We just want our money back. AVETTA - DO THE RIGHT THING HERE.Business Response
Date: 09/18/2023
Hi *******, We apologize for the inconvenience you have experienced. Your refund has been processed. If you have additional concerns please email us the details at ********************************** so we can work to resolve your issues. Thank you.Initial Complaint
Date:06/20/2023
Type:Product IssuesStatus: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.
Quite simply, Avetta is an unethical organization who convinces companies to require their vendors to use them or lose their business, but the problem is deeper than that. Avetta has the companies send out notices to their entire vendor lists saying that they are requiring them to partner with Avetta if they want to continue to do business with them. We have received notices from companies with whom we haven't done business in years and some with whom we have never done business, but were on their list for some reason. The notice is followed by an invoice from Avetta, usually for over $1,000.00 and a long to-do list of items that we need to complete in order to be certified. Imagine receiving a $1,200.00 invoice to be certified to do business with a company that you have never heard of. It has happened to us numerous times and I have requested every time that they do not "connect us" to a vendor without us requesting it. I have been told that they cannot turn that function off and I am sure that it is because that is their main (unethical) way of making money. Invoicing people for something that they never requested and then hoping that a portion of them just pay it, which I am sure has been the case.In the case of a few of our true customers that were duped into using them and we had to get the certification, we are a small company that literally had to hire temps to help us with the certification. On our first connection, and first experience with Avetta, after literal weeks of working on it, I asked them if they could recommend a consultant to assist us. Not surprisingly, they had one in house that did it for an extra $1,000.00 or so dollars a year PER CONNECTION. Then, after we finally paid all of the money and spent all of the time getting certified, our customer dropped **********************, or at least dropped the requirement to be certified by them.Business Response
Date: 06/21/2023
Hi ****, the refund was processed today 6/21/23 please let us know if you have any concerns.
Best, ***************************
Customer Answer
Date: 06/21/2023
I do accept the short term resolution to the issue at hand, but I have gone through it at least a few times before. The problem is that the response every time is to credit our account but then it happens again and again. I cannot reconcile the process of sending a company an invoice for something that they did not request. Every time that this has happened and I have called in and made this complaint I have been told that they cannot change that procedure. I don't understand how anyone is okay with that. If I just refused to pay the invoice rather than calling in and demanding a credit would it affect our credit rating? In my opinion the only thing that Avetta would have to do to be much more ethical would be to send the potential clients an email saying that a company requested to connect with them and asking if they would agree to the connection. But that is so obvious that I am relatively sure that it is Avetta's business plan to gain as much revenue as possible whether the "customers" knowingly agreed to it or not. And by the many many similar reviews that I have read, I can see that I am far from alone in this opinion.
As I mentioned, the problem is that we have legitimate customers who require us to be certified with Avetta, so I cannot cease all relationships with Avetta without potentially losing those customers.
Business Response
Date: 06/22/2023
Hi ****, We apologize for the inconvenience you have experienced, as mentioned we have refunded you. To ensure we can serve you better in the future we would like to better understand your concerns. Please email us the details at ********************************** so we can work to resolve your issues. Thank you.Customer Answer
Date: 06/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I am accepting the response because I think that rejecting it will just lead to more of the same. I have made my complaint, which I stand by, and as far as I know, Avetta will continue to invoice companies for service that they never requested.
Regards,
*********************************
Initial Complaint
Date:06/19/2023
Type:Product IssuesStatus: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 want to cancel and my renewal is not until July 20, 2023. I called last week and chatted with their rep to request how to cancel. He told me to either call back or use their chat feature. Now that we've decided to cancel the chat box does not load, and I can only get an automated agent to which it was told I want to cancel. Immediately after they sent an email saying I can't cancel although my renewal is not for another month. This is unethical. Please cancel my account and do not charge my card again, as you do not have permission. Thank you.Business Response
Date: 06/21/2023
Thank you, ****. We have submitted your account to our billing department for deactivation and a refund, you should be hearing from the Avetta Team shortly. I hope this is the solution you were hoping for and addresses your request.
Best, ***************************Initial Complaint
Date:05/03/2023
Type:Product IssuesStatus: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.
On March 21, 2023 my company, *****************, LLC, received our **************** bill. Within that bill was a charge dated February 23, 2023 for $5,699. This by far exceeded our previous charges from AVETTA of approximately $660. On April 12, 2023 we called AVETTA to find out why our bill was so high. They indicated that instead of the one "connection" we should have for a major corporate client of ours we now had five "connections." After determining who the "connections" were, we did not recognize two of them. We requested that those two connections be removed from our account and that we should not be billed for them. The operator, ***, indicated that they would submit a request to delete the connections and look into a refund (Case #********). After receiving no response and with our AMEX bill coming due, we called AVETTA again on April 26, 2023. At this time the operator indicated that they would put in a request do delete the "connections" and that a refund would be issued. They counseled ** to pay our AMEX bill so that our "connection" with our corporate client would not be jeopardized. Case #******** was provided for this call. Subsequently, we received an email from Dakota Job (Supplier Account Manager) indicating that because it has been over 30 days since payment was received they could not process our refund. It was indicated that payment was received on 2/23/2023, which is the date of the invoice but not when we actually paid our AMEX bill. We have no record of receiving a notification of the disputed connections being made despite the fact that Section 7 (supplier content and supplier lists) of their terms and conditions indicates that an automated email should have been sent at that time. We continue to dispute the outstanding charges for the two unknown connections ($2,560) as well as the $350 for a second connection to ******* and *********, which the site indicates should be free. My email correspondence with ********** is attached.Business Response
Date: 05/09/2023
Hello *****, We apologize for your inconvenience. Since the removal was outside of the 30-day window outlined in our Terms & Conditions, our team submitted a case for a removal and refund as the bill had already been paid upon contact with our Success Team. Again, we apologize for any inconvenience this has caused you. Thank you for working with Avetta.Customer Answer
Date: 05/10/2023
We continue to argue that the representative who told ** to pay the **** bill because we would receive a refund is at fault. We would not have paid the bill if we had thought we would not receive a refund for the "connections" that we never approved. We have noticed multiple similar complaints on the BBB site about your company. AVETTA's business practices appear fraudulent regarding how connections can be made without approval that result in charges to their clients. We continue to dispute these charges.
Business Response
Date: 05/16/2023
Thank you, ***** - we reviewed the call recording and can confirm the support representative did reinforce our policies and that the refund window had passed based on our user policy with our customers. As a gesture of goodwill, we have removed the connections and are currently processing the refund.
Appreciate you reaching out so we can help make your experience a positive one - hope you have an excellent week!
Best - *********************, Director of Marketing
Customer Answer
Date: 05/22/2023
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:04/28/2023
Type:Billing IssuesStatus: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 utilize a annual membership with this company per a customer of ours to keep and submit information on safety statistics and other information required for us to perform for that particular customer.Our annual fee to put the information in Avetta is $750 + tax for one client connection which we had paid the day before this additional charge. Avetta added an additional client connection to our account without permission and up graded our account to ******* status and charged us an additional $1,961 in addition to our annual fee. They used the credit card information entered for our annual premium payment to automatically charge the additional monies. This is a very deceptive business practice. If it wasn't for our customer requiring us to keep this annual membership with Avetta we would sever all ties with this business. At this time we would just like the $1,961 refunded and remove our credit card information from their site. We will pay our annual membership when due through EFT or other means. We would have liked to have worked this out with Avetta but they will not communicate or return phone calls.Business Response
Date: 05/04/2023
Hello *******,
We apologize for any inconveniences this has caused. The payment made for the upgrade has been downgraded and refunded. We also shut off auto pay and removed the card details on the account. This will remove charging of the account until authorized by your account manager. Our Terms & Conditions contains directions on how to remove connections added by the supplier and client. Thank you for working with us.
Customer Answer
Date: 05/04/2023
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. I was on the site and my credit card is still listed and when I tried to remove it I could not do so. I would like to see the credit card removed.
Regards,
***********************
Initial Complaint
Date:04/21/2023
Type:Billing IssuesStatus: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.
An invoice was issued with an issue and due date of 4/9/23. On 4/9/23 Avetta charged the credit card on file without authorization and turned on Autopay, which we had previously had turned off. Copies of the original invoice as provided to us, where it shows that Autopay was off, is attached, as well as a one downloaded from Avetta's website after 4/9 where it shows as turned on.Avetta support said that due to "security policy" they weren't able to see who processed the payment as it was done electronically. They claimed that when payment was made using the card, it was automatically set as the default method for Autopay. However neither of the two authorized account users made this payment.The Avetta Account Manager was advised of the issue and asked to investigate and escalate as necessary to get an answer and explanation, but has been non-responsive.While we aren't disputing that we were going to pay the invoice, processing a charge without permission is a serious breach by Avetta and would like them to provide an explanation and advise how they will change their internal procedures to make sure this doesn't happen to us or other clients.Business Response
Date: 04/27/2023
Hello ****,
We would like to apologize for any inconveniences you have encountered. Our team has been notified and deactivated your account. We are committed to ensuring that customers are notified in advance of their renewals. We again apologize for your dissatisfaction and appreciate you bringing your concerns to our attention. Thank you for being an Avetta customer.
Initial Complaint
Date:04/17/2023
Type:Product IssuesStatus: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.
July 11/22 **** charged ******. Tried to lodge complaint as we have not used this service for several years. They responded that we didn't answer their questions and closed case. Jan 22/2023 is the first time we tried to contact Avetta directly. Avetta said we would get a call within 2-3 business days. On Jan 23/2023 chatted with Avetta again as the first person I spoke to didn't really seem to have any idea on how to cancel the account. In the second chat I was given deactivation request number of ******** and was told we would be contacted within 2-3 business days. Again no contact. Tried once again in February. Still no call from an agent but since we updated the contact information we have been spammed with emails telling us what to do to make us compliant on their system. It has been explained 3 times that we did not need to make the site compliant as we haven't used their services for 3 full years and did not need or require their services anymore. We have never received any contact from them to tell us the "deactivation" has occurred. The first person I talked to stated I should call 30 days prior to renewal. I let him know that if we had received any type of renewal notice in the past 3 years we would have done so.This is the worse possible company to deal with - it appears my only option is to cancel the credit card they have on file because they refuse to refund their charges, they refuse to actually call us and they refuse to cancel our dormant account that hasn't been used in 3 years.Business Response
Date: 04/19/2023
Hello ****,
We apologize for the inconvenience you have experienced. As per our policy, we ask that primary users notify Avetta within 30 days of account renewal if they would like to deactivate their account. However, we have turned off auto pay for your account and can lapse your account early. Please email us at ********************************** if you have any additional concerns. Thank you.
Customer Answer
Date: 04/19/2023
This is a response that does nothing for me. For 3 years I have received no notifications or invoices to prompt me to call and cancel the membership that I am not using.
I am trying to cancel it now. This is the 4th time I have tried to cancel it but I get a stock response to let me know that it is not the right time for you! I am a business owner in a seasonal business where I am often out of town with little to no cell service during the timeframe you have given me. But lets not make it easier for your clients. Instead lets make it easier for you to continue charging for services not rendered and then say that you cant refund us because we didnt call within your 30 day window. A window we dont receive any notice about until after the charge goes through. This to me is criminal behaviour. It sickens me that small businesses have to deal with this.Business Response
Date: 04/28/2023
Hello ****,
We apologize for the inconvenience. We have lapsed your account early, turned off autopay and removed payment from your account. Again, we'd like to apologies for your dissatisfaction in our support. We are committed to making sure customers are notified in advance of renewals. Thank you for bringing this to our attention and for updating the main contact email to ensure you are the notified party in the future. Please reach out to ********************************** if you have any further issues. Thank you.
Customer Answer
Date: 04/28/2023
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. If they actually wanted to apologize for all of the time I have wasted on getting this simple request done they would reverse the fee they charged me for providing me absolutely no service whatsoever for the pat 3 years.
Regards,
*********************
Initial Complaint
Date:03/13/2023
Type:Product IssuesStatus: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 had a paid membership with AVETTA to perform work for their client, SUEZ water NJ. They Vet contractors and then authorize them to work in their facility. Last year we noticed ******* ********* had a charge on our account. We emailed Avetta to let them know that is not a customer of ours and to remove it. They never did. They proceeded to charge us again. I have been in contact with them and they will not adjust anything. I explained to them that their client should not be able to add themselves to our account without us authorizing. It would be the same as Shoprite or ****** charging your credit card because you "might want to shop there". We are a struggling construction company and this feels like unethical practice.Business Response
Date: 03/28/2023
Hello *******,
I sincerely apologize for the delayed response, we temporarily had access issues with our login but have reviewed your comments and account thoroughly. I do see the connection with ******* & ********* was made in December of 2021 and the account was renewed again on December 29, 2022 with both the connection to C&W and Suez. Since the call to our service department wasn't made until February 17, 2023, the refund window had passed based on our user policy with our customers. As a gesture of goodwill, we have removed the C&W connection and are currently processing the refund.
Appreciate you reaching out so we can help make your experience a positive one - hope you have an excellent week!
Best,
********************* - VP Global Supplier Experience
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