Complaints
This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 127 total complaints in the last 3 years.
- 70 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:07/26/2023
Type: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 withhold from my account MORE THEN $8000 to pay *** tax, but by the end, I got a letter from the state that the tax is not paid so I was content than and they told me to pay and they will give me back the money but since then I running around and no one can answer me tell me what's with the money I JUST NEED SOMEONE TO SPEAK WITH AND MAKE SURE THET I GOT MY MONEY ****
Business Response
Date: 08/06/2023
Nuta, thank you for giving us the opportunity to assist. We apologize for the frustration and we understand how unexpected costs would be upsetting. Following your complaint, a member of our Customer Excellence team reached out to provide the options of crediting. We understand from this conversation that we will be reimbursing you for this balance by reducing your July 2023 amount due. As our team shared, you should see the amount we debit on August 12th will be $8,047.27 short of the amount due called out in your AvaTax console. Thank you again for bringing this to our attention. Should you have any further questions, please follow up with the Customer Excellence manager directly.Initial Complaint
Date:07/24/2023
Type: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.
On March 27, 2023, LegalZoom completed LLC paperwork for my LLC in **. Upon completion, the company directed me to Business Licenses by Avalara to complete all of the appropriate filings for taxes in DC.I discovered in June that Avalara may not have actually completed all of the required tax filings for **. Since June, I have called and emailed both LegalZoom and Avalara requesting assistance to clarify that I have the appropriate licenses and filings. LegalZoom has responded to my calls but keeps giving me the run around in connecting me with Avalara. They have since stopped responded to my repeated request for assistance to communicate with their vendor. Avalara has not been responsive to any emails I have sent. Their team does not appear to have a phone number I can call. I have tried to email multiple times.I am at a loss for what to do. I paid $497 for LegalZoom and $399 for Avalara. My understanding from both companies was that they would set up my LLC with all of the appropriate licensing and tax filings. That does not appear to be the case since, when I called **, I do not appear to have the appropriate franchise license. I need assistance from the ********************** to be able to speak to a representative from both companies since neither is responsive. I would like to resolve so I can ensure my DC taxes are in order. I have filed a separate complaint against LegalZoom since this is their vendor.Business Response
Date: 08/01/2023
***, thank you for raising your concerns and giving us the opportunity to assist. We apologize for the frustration you experienced in trying to obtain your business licenses. Upon receiving your complaint, we had a member of our Customer Excellence team reach out to get connected with your team, and we understand there is a meeting scheduled for Thursday Aug 8 to resolve the confusion. We remain committed to supporting you and are looking forward to connecting with you soon.Customer Answer
Date: 08/08/2023
Complaint: 20366968
I am rejecting this response because the response is still incomplete. Avalara is still updating my registration after their admitted mistake. I will not be accepting a response to close this until the work has been completed. Overall, this has been a very frustrating experience and I would not recommend Avalara or LegalZoom.
Sincerely,
*******************Business Response
Date: 08/18/2023
***, thank you for your patience as we work to resolve this. We understand you were able to meet with our Customer Excellence team on August 3 where we agreed to have our senior filer refile for you to include the franchise tax in **. Our filer has alerted ** that there is a delay with your local registration as our attempt to start the refiling process prompted an alert that your email was already in the system. We understand that you are currently working with the filer to recover the logins needed to proceed. As we mentioned before, we are committed to supporting you and will continue to do so until this issue is resolved.Customer Answer
Date: 08/28/2023
Complaint: 20366968
I am rejecting this response because I dont trust Avalara to be responsive until the case is finally closed. I have been in touch with their agent and she is being helpful. She discovered that there was an error in my initial filing and made the correction. But I cannot receive a Clean Hands certificate until I make a property tax filing.I have been advised by an accountant that I need to hire an attorney to ensure that all of my licensing and filings are accurate before first making this tax payment. Once I do that, then I may still need help from Avalara with the Clean Hands certificate. But, given that it took this complaint for me to be able to receive a response from Avalara - as well as threatening to file a consumer complaint with the ** ************************* I am afraid that, by closing out the complaint, I will no longer receive responses from Avalara.
I am also frustrated that I will need to pay for an attorney and accountant to check on the poor quality of work originally done by LegalZoom and Avalara. I would like a refund given the time and money that this experience has cost me to date.
Sincerely,
*******************Initial Complaint
Date:07/18/2023
Type: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.
Until 2 years ago I only needed to deal with Avalara (AV) once a year. But in ************************************* as well as WI. ** started ** at monthly filings so AV told me I needed to purchase 12 filings in advance. Then in 2022 ** changed me to annual filings so I then asked for and was refunded for 3 filings I would not need. But at renewal in April 22, instead of charging me for 2 annual returns for 4/2022 - 4/2023, AV went ahead and charged me for 12 filings when they knew I only needed 2. They finally refunded me for the unused filings. This year ** changed my filing frequency to quarterly. I made that change on my AV acct. But when AV sent my renewal info in March for service period 4/2023 - 4/2024, it was for 2 annual filings. I contacted them and they confirmed they were aware of the change. I assumed they would change my acct accordingly. On April 17 they sent an email saying they were charging my CC that day for 2 annual filings at $128. That same day an AV rep emailed to say they need to change my account to 5 filings. He sends quotes, but I decide to check into other services before agreeing to these. I decide to switch to another service eff. May 1, which will save my company hundreds. I contact the rep and he sent me a link of where to cancel. However, in order to cancel I need to agree to their "terms". This is the FIRST I've seen these terms. I open a support ticket to ask questions about the terms and request a refund of the $128 since AV will not be doing these filings for me. No response. I call a month later and a CS rep says he will escalate my request. Still no response. A couple weeks later I call and am told I need to cancel in order to get a response! So I cancel and then do get a response that said that since they gave a refund on the previous service period as a "courtesy" in order to "retain your business" they would not refund me for this service period, and basically said case closed. (Note: this is just a brief summary)Business Response
Date: 07/27/2023
*******, thank you for bringing this matter to our attention. We strive to offer the best service possible and we are sorry to read that was not your experience with us. After reviewing your account, we understand that you requested a downgrade and refund after your term renewal which was signed for in your initial agreement. Though it is uncustomary, our team decided to honor the $540 refund and downgrade in good faith. We understand that you decided to switch compliance providers, and are now requesting an additional refund. Hoping to bring this matter to an end, our team has submitted the additional refund request for $182.00 for the two unused pre-paid returns and the returns overage fee. A member of our team reached out earlier today with this update. We wish your business the best in the future.Customer Answer
Date: 08/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:06/24/2023
Type: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.
I am writing to file a formal complaint against Avalara Inc. regarding their breach of agreement and misleading billing practices. The details of the complaint are outlined below:Background Information:I entered into an agreement with Avalara Inc. on 1st March, 2023 for their services, specifically the provision of 500 entries per month. This verbal commitment was later confirmed in writing through the agreement, which clearly states the inclusion of a "500 tier monthly" service.Change of Tier:To my surprise, I received a charge at the beginning of the month for a change in tier, which contradicts the original agreement. Upon contacting Avalara Inc. to address this issue, I was informed that my tier was actually annual and not monthly, despite the clear indication in the agreement and the initial verbal commitment.Misleading Billing Practices:Avalara Inc.'s actions are in violation of fair business practices and demonstrate a lack of transparency. Their billing practices are misleading and contradict the terms agreed upon in the original agreement. I believe this constitutes a breach of contract and an unfair attempt to extract additional fees from me.Attempts to Resolve the Issue:I have made several attempts to resolve this matter with Avalara Inc. by contacting their customer service department. However, I have not received a satisfactory response or any resolution to the problem. They have failed to address the discrepancy between the original agreement and their billing practices, leaving me no choice but to escalate the matter.Desired Resolution:I request the following actions to resolve this issue:a) An immediate refund of the additional charges incurred due to the change in tier.b) Confirmation from Avalara Inc. that the agreement will be honored, providing us with the agreed-upon 500 monthly entries.c) Assurance from Avalara Inc. that their billing practices will be reviewed and revised to prevent similar issues from occurring in the future.Business Response
Date: 07/03/2023
Hi ******, thank you for taking the time to bring this to our attention. We strive to offer the best service possible for our customers and the billing frustrations youve described are not what we want. We apologize that pricing expectations were not clearly expressed and we understand how unexpected costs would be upsetting. Following your complaint, a member of our team reached out to discuss the details of tiered pricing. We understand from that conversation that you were given a list of actions to help lower API calls for WooCommerce. Our team has also offered to refund the upgrade fee of $411.86. Our team remains committed to working towards finding the best tier options for your account, and so we are continuing to find solutions for your business. Please continue to follow up directly with the team members so they can best support.Customer Answer
Date: 07/18/2023
I would like to respond to the business's message and provide an official response along with any relevant attachments or documents. While I appreciate the business's initial response and their promises to address the billing frustrations I expressed, I must clarify that I have not received any further communication or the promised refund from them as of the time of writing this email.
I remain committed to finding a resolution and working towards the best tier options for my account, as mentioned by the business. However, it is essential that the business follows through on its commitments and provides the necessary support.
Please let me know if you need any thing else in this regard.
Business Response
Date: 07/31/2023
******, thank you for giving us the opportunity to clarify our resolution. We apologize that the process for approving the refund has taken longer than expected, and we are happy to say that the credit has now been approved. Our team has sent you an update regarding this refund. As we mentioned in our last response, we are committed to working towards a resolution and we appreciate your patience in this matter.Customer Answer
Date: 08/03/2023
Complaint: 20230907
I accept their response partially due to the fact that they have refunded me the amount of overage charges charged by them.
I am rejecting this response because partial action has been taken and they have committed to make a better monthly package as compared to their competitor i am still waiting for that resolution as well and as the time given is of 7 days i am rejecting it so the case remains open till i receive an appropriate response to the satisfaction of both the party.
Sincerely,
***********************Business Response
Date: 08/14/2023
******, we appreciate your patience during this matter as our team works to find the best solution for you. As our team explained, we are not able to offer **** transactions at $78/month, but because of the inflated API calls we do not know your true usage just yet. Therefore, we have put your account back to the original tier at your original monthly rate, and we have placed a usage cap on your account so no overages or auto upgrades can happen once the threshold for your current tier is reached. Come renewal time, well be able to give you a more accurate estimate of your usage and what we can offer. Please continue to direct all questions regarding this update to the Customer Excellence Manager you have been in communication with. We look forward to continuing our partnership and refining our services to best support you and your business.Customer Answer
Date: 08/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:06/14/2023
Type: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 been paying Avalara for well over a year, including onboarding fees and monthly fees for service. Avalara has delivered exactly ZERO of the services we have engaged them to perform. Further, when trying to work with the assigned persons (***************************, onboarding specialist and ***************************, Account manager), they are unresponsive for weeks at a time and then not providing meaningful resolution to issues brought to their attention. The ONLY thing Avalara has done in a timely manner is bill and collect fees.Business Response
Date: 06/22/2023
Hi ***, we appreciate you taking the time to bring this to our attention. We aim to provide the best support possible for our customers, and were sorry for the frustration and lack of responsiveness youve experienced during the implementation process. We understand there has been a delay in the set up of your *************** due to some inaccuracies in the historical data that was transferred to our team, and we sincerely apologize for the inconvenience this has caused. After receiving your complaint, members of our onboarding team met with your account manager to outline next steps in your onboarding process, and we have since contacted you with a meeting request to discuss these steps. Our team remains committed to supporting you. We ask that you follow up directly with your account manager so that we can continue working towards getting your services live.Initial Complaint
Date:06/14/2023
Type: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 had Avalara services for a year (2022) and during that time we decided to cancel the service as we didnt have enough state compliance to warrant the expense of Avalaras service. So we reached out in Mid-March to cancel our contract. The only way to get in contact with someone is through your account rep. **** takes at least a week to ******* to any email or phone call. When he did ******* to our request for cancellation, he stated to our account had automatically renewed for a full year the week prior. We stated we didnt know it was on auto renewal and he stated that we were sent an email. He showed us an email that was sent on his screen. We then asked him to see if that email had been read, and it had not. Thats because we never received it. We asked if that contract could be canceled since it only happened the week prior. We stated that we would pay for the months that we had used (January, February, March), but after that, asked for contract to be canceled. We have paid for those 3 months, but they are still trying to bill us for another full year of service, even though we have not used them since March. After 2 months of waiting for our account rep to get back to us, he finally said his boss gave us a good faith offer of cutting the contract in half. What?? Pay almost $4,000 for a service were not using and that we canceled 1 week after it auto-renewed without our knowledge or permission? Weve paid for what weve used - now were just asking for the auto-renewed contract to be canceled as we are no longer using the service and have no intention to. How are you supposed to work with a company when you cant get customer service to *******, nor will your account rep ******* within a reasonable amount of time? And, practices like this are stealing from small businesses. If youre a small business trying to keep up with tax compliance in multiple states, stay away from Avalara.Business Response
Date: 06/20/2023
*****, thank you for taking the time to bring this to us.We understand your frustration with the renewal and we are more than willing to expand on the concerns youve listed here. Per our terms and conditions, each annual subscription will automatically renew at the end of the then-current subscription term unless the customer provides written notice of non-renewal to Avalara on or before the expiration date of the then-current subscription term.We recognize that our customers cannot always anticipate the subscription expiration, by which we send renewal notices ahead of the term ending. In checking our records, we understand these renewal notice emails were sent and opened by your team on January 31 and February 7 (please see attached image).Your previous subscription term ended on March 16 whereas your cancellation was submitted on April 4. Following the cancellation, our team was made aware of your dissatisfaction with the continued ******** tied to the renewal and made a good-faith decision to offer a 50% concession which is above and beyond what is customary or required.Customer Answer
Date: 06/20/2023
Complaint: 20184364
I am rejecting this response because: despite what your system says, we did not receive or open a renewal notification email. When we asked our service rep whether the emails were opened, he stated they were not. Now you're conveniently telling us they were opened? Opens are often counted by CRMs using Apple Privacy Opens, which indicates an open even if there wasn't one. We use Apple for our emails, so your system may be counting an open when there wasn't one. Emails Opens are notoriously non-reliable and the whole email industry knows this. We did not receive a renewal notification, either by email or by written notification.Not knowing this was going to auto-renew and not being notified, we reached out 1 week after the auto-renewal went through. As such, we made a reasonable request for the auto-renewal to be waived. We continued to pay for the months of the service we actually used. What we're asking for is to not pay for a service which we canceled and which we are not using. To continue to charge us for something we canceled just one week after an auto-renewal that we weren't aware of and which we will not use is not fair to us as a consumer.
We are requesting that you cancel the contract and dismiss the remaining "balance" as we are not using your services. This is a reasonable request. Should you not provide that, we'll go ahead and leave reviews stating exactly what happened here on all of available review sites to warn other customers about this egregious behavior from your company.
********************************************Initial Complaint
Date:06/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Avalara did not deliver agreed upon services. We cancelled our service with them and they are still trying to collect based off an auto renewal policy. The customer service representative will not respond to any of my emails. We were willing to try and negiotate if Avalara would provided the services that we already paid for but they are refusing to acknowledge. When we communicated with the customer service representative that we no longer needed the services, both verbally and in writing, she did not tell us there was a formal process to complete the cancellation. We were never given a verbal or written communication of the auto renewal or the opportunity to re-negiotiate. Extremely poor communication and deceptive business practices.Business Response
Date: 06/16/2023
********, thank you for taking the time to bring this to our attention. We strive to offer the best service possible for our customers, though we understand how unexpected costs would be upsetting and we apologize for the frustration. After receiving your complaint, a member of our Customer Excellence team reached out on both June 13 and Jun 15 to schedule time to discuss this matter and find a resolution, but we understand that you have not responded to either message. We remain committed to working towards a solution with you, and we ask that you follow up directly with the Customer Excellence manager to continue this process.Initial Complaint
Date:06/08/2023
Type: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 Yuvan Research have filed a cancellation form to our subscription with Avalara on 25th April 2023 despite that they are charging our credit card on their records for twice after posting the cancellation. This kind of terms and behaviour is fraudulent and unacceptable.Business Response
Date: 06/16/2023
************, thank you for taking the time to bring this to us. We apologize for the frustration you experienced in cancelling your account and we understand how unexpected costs would be upsetting. Since the cancellation form was submitted on April 25 within the subscription term, your account is obligated for all payments and invoices received until the term ends on September 7, 2023. However, in a good-faith effort to bring this matter to a resolution, we have issued a partial concession of $755.64 that will cover the remaining 3 months of your term. We wish you and your business the best in the future.Customer Answer
Date: 06/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************************Initial Complaint
Date:05/23/2023
Type: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 have false advertisement. They promise to get my business liscence in 2-3 weeks. I paid ***** usd and they just kept the money. They are very rude and their supervisor wont call back.Business Response
Date: 06/01/2023
Hi *****, thank you for bringing this to our attention. After receiving your complaint, our team looked into your account and discovered that you were emailed on May 16 with updates and next steps for your Avalara License Filing order. This email notified you that you could expect your next follow-up email in ***** business days with your completed applications for the required licenses/permits in your order. The problematic altercation with our filer that then followed is what led our team to make the decision to cancel and refund your Avalara License Filing order on May 23. You were sent an email with this update, but should you have any questions regarding the refund process, please follow up with that representative directly.Customer Answer
Date: 06/01/2023
Complaint: 20096715
I am rejecting this response because: Your filer told me that I needed to wait 8 weeks and I disagreed. You are mentioning ***** days but in reality your filer told me that was wrong. Please return my money immediately.
,
Sincerely,
*********************Business Response
Date: 06/02/2023
As we mentioned in our last response, a refund was issued on May 24, and our team notified you of the cancellation and refund through email on the same day. As indicated in that email, please allow 10 business days for the refund to fully process. We wish you and your business the best in the future.Customer Answer
Date: 06/05/2023
Complaint: 20096715
I am rejecting this response because: it has been 10 business day, and I do not have the refund. Please send the refund.
Sincerely,
*********************Initial Complaint
Date:05/02/2023
Type: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.
Purchased the Avalara product to connect to our Shopify account. While attempting to connect my service I needed assistance. I had a few links and NO onboarding assistance. When I called the help line I was told 'you do not have an account representative". I was told they could send a ticket to another department to see if someone would help me. When I indicated I purchased a product and I need support to connect this service I was told again "you didn't buy an account with a representative" What? When I asked for further information and a supervisor to assist- the person representing Avalara on the phone hung up on me. This happened 5.2.23 around 1:50pm if they want to hear how their representatives assist clients on the phone. All I wanted was onboarding to get the system up and going. Terrible, terrible service.Customer Answer
Date: 05/11/2023
After my initial post on this website I was contacted by Avalara. **** were extremely helpful and apologized for the experience with their customer service rep. **** indicated they would update the appropriate leadership. While the initial experience was challenging, the response and service after has been very good. While sharing complaints we have with companies, its important to share the good as well. **** may have had a couple of poor employees, but the work to correct the issue was very much appreciated.
Because they were so proactive, and extremely helpful, our company decided to use their services. Great job *** and **** with Avalara!
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