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:02/20/2024
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 automatically renewed our subscription at a rate costing us more than double the amount from the previous year based on an automated "estimate" of future usage. When advised that we were overcharged since our usage had been drastically reduced their account management team was to look into the issue. They've now been ignoring us for 3 months since the renewal and additional tickets created to point out the issue with the AM have been sent back to the same AM who has been dodging us all these months.
Business Response
Date: 02/29/2024
***, we want to apologize for the unresponsiveness you experienced when attempting to get answers about your renewal invoice. Thank you for bringing this to our attention so we could step in to assist. After receiving your complaint, we escalated your concerns internally and we understand you have since been in regular communication with our Customer Excellence team.
To reiterate what our Customer Excellence Manager has shared with you, we discovered the addition of Quoter to be the cause of your usage increase. Because of the increased usage, your account was auto upgraded from the 2500 tier to the 3500 tier within the month prior to your renewal date. Per our terms, subscriptions auto renew at the last subscription tier on your account unless you request to downgrade your subscription tier prior to your renewal. Therefore, your renewal invoice took the recent upgrade into account and was set with your AvaTax subscription at the 3500 tier.
We understand that our Customer Excellence Manager is currently working to request a downgrade for your account as well as suggesting other possible solutions. Our response submission here is to be in accordance with the BBB deadline, but we recognize this is not yet resolved and we remain committed to supporting you and finding a solution that best suits your business.Initial Complaint
Date:02/19/2024
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 requested Avalara register in the *********** for ** to collect and remit sales tax we signed a contract and paid Avalara registered in ** in error and now refuses to correct this errorBusiness Response
Date: 02/28/2024
****, thank you for giving us the opportunity to clarify. We understand it was your intention to include ******** in your registrations. However, according to our records, you selected Alabama and ********* for your two registrations on your recent questionnaire. This was confirmed through the completion of the rest of the detailed questionnaire on your part, specifically targeting these states, as evidenced by the screenshot attached from your submission. In good faith, our team reached out on February 20 to offer of an additional registration at no extra cost. We have since sent over the new registration questionnaire where you can select ******** for processing. While our team has not heard back from you nor received the completed questionnaire, we remain committed to supporting you. Please complete this step so we can add ******** in your registrations.Initial Complaint
Date:02/07/2024
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.
I have been attempting to cancel our contract with Avalara because we found a company that will do a better job with our taxes, communication, customer service etc. I was sent a 'form' to complete to cancel service. I've repeatedly asked for assistance. Still waiting for assistance. I have had nothing but bad luck with account managers, they don't call back when requested, emails go unanswered. I cannot even the call the assigned account manager for there is no number to call only an email and a link for a video call - which when I requested this, the account manager canceled the invite request. In terms of billing, Avalara 'upgraded' our account to the next highest tier where last year we paid $7,443.00 for ****** 'documents' this was for service period 8.24.22-8.23.23. Then we receive another invoice because Avalara upgraded our account and we were charged another $7,1.56.82 for the SAME service period. That's $14,599.82 for service period 8.24-22-8.23.23. Once that term of service expired we were billed for service 8.24.23-8.23.24 for $14,273.68. Within that invoice there are two platform charges of $734.72 each for ****** documents, a service charge of $7,674.24 for ****** documents and a service fee of $5,130.00 for 90 returns.You can see why we want to run from Avalara. I was also told from our 4th account manager in two years: Your subscription term is from 8-23-23 to 8-23-24. Once you submit the cancellation form you services will cancel on 8-23-24 per the terms and conditions. After the Feb returns are filed in March you will then want to end each return so it is no longer to be filed. I am requesting, after I successfully cancel our contract, that we receive a refund of $8,816.64 for 6 months of UNUSED service (March ****-August ****).Business Response
Date: 02/16/2024
*****, thank you for bringing this to our attention. We want to apologize for the frustration youve experienced in attempting to communicate with your account managers and weve passed this feedback along to our account management team. Since receiving your complaint, a member of our Customer Excellence team reached out to provide the cancellation form so that you may complete the process. Regarding the refund, our team has submitted the request and is awaiting approval. We appreciate your patience and ask that you continue to follow up with the Customer Excellence manager directly so we can continue to assist.Initial Complaint
Date:01/29/2024
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 had dealings with Avalara first on a sales tax side. When we signed up for their service, they had pretty good customer service and then it started going from bad to worse. It is impossible to get in touch with the account manager, our account manager and his supervisor had been *** for the past 3 months. We asked to cancel the services, it took them close to 3 months to cancel the services and credit our invoices, lots of emails back and forth with billing department. Guess what, after three months of that nightmare, we received another round of invoices for the services they said they cancelled and now we need to start the whole dance again! And our account manager is still ***, still not responding! We escalated it to his manager who is partially responsive. His response was "it looks like he did everything correctly, not sure why you received the bills again". Then we find out that Avalara purchased Track1099. That should have been our clue to cancel the service but we were using Track1099 for years. And guess what! Avalara did something on the backend of our account where ALL our data is now compromised! They combined our account with another account which deleted all of our prior years' data and moved our information/files under a different company! This is so incompetent and negligent! This company should be sued and it should close its doors! I just want my account to be restored so I can formerly close it and I want all my services cancelled and not receive any invoices from this scam company ever again. I just feel helpless because they never have a knowledgeable person answering the call or they have no customer service support at all, like it is the case with Track1099.Business Response
Date: 02/07/2024
*****, thank you for bringing this matter to our attention. We sincerely apologize for the frustration youve experienced with your account manager and the ********** software transition. Since your complaint, our team has been working to resolve these issues through reversal of the **********, requesting a new account manager, and submitting a credit for the canceled services. As communicated by our Customer Excellence Manager, we are happy to have the ********** reversal completed, and are awaiting the other concerns mentioned. Please continue to follow up with the *** directly for updates regarding these solutions.Customer Answer
Date: 02/08/2024
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.
Sincerely,
*******************************Initial Complaint
Date:01/26/2024
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 have a signed contract with Avalara. They broke contract and charge our credit card for a different amount without our permission. After two months of calling, emailing and opening cases they are unwilling to contact us back. We just get put off and are told there is no one in billing available. We have to open a ticket. We open a ticket and never get a response. We are asking they honor their pricing contract and refund us the money for the unauthorized charge.Business Response
Date: 02/05/2024
******, thanks for bringing this matter 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 if pricing expectations were not clearly expressed and we understand how unexpected costs would be upsetting. As outlined in our terms and conditions,you were charged according to auto-upgrade policies. We understand you are meeting with your account manager on Feb 8 to discuss this in more detail. We remain committed to supporting you and look forward to working towards a resolution.Customer Answer
Date: 02/06/2024
Complaint: 21204531
I am rejecting this response because:Contrary to what you are saying we selected NOT to do the auto upgrade as per contract. Please see attached contract we signed on 10/26/2022 for 11/15/2022 11/15/2023. We checked the box on the attached contract to opt out of automatic upgrades but rather pay transaction fees. We signed up for ****** transaction tier. Anything over ****** transactions should be charged .32 each as per contract.
The charges on invoice ******** are unauthorized and go against both contracts. Avalara owes us a refund for $11,159.03. Instead, we should be charged .32 per transaction for anything over ****** transactions made prior to 11/15/2023 as per signed contracted dated 10/26/2022.We signed a new contract on 11/06/2023 for 11/15/2023 11/15-2024. That does not impact this prior contract.
We have been loyal customers of Avalara for several years and are very familiar with the contracts and process. Please review and set up a phone call if you have any questions or are unable to fix in accordance with our contract.Respectfully,
*****************************
Business Response
Date: 02/23/2024
******, thank you for your patience as our team worked to resolve this. Our last response reflected our knowledge of the matter at that point, but we understand from your conversation with our team that you did opt out of auto upgrade in your 2022 renewal and our team did not properly elect that option for your account. As discussed with you, we have submitted a credit for the owed overages and the full upgrade amount. We apologize for this inconvenience and for the frustration you experienced in trying to correct our team's mistake. We appreciate you bringing this to us and giving us the chance to resolve your concerns.Customer Answer
Date: 02/26/2024
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.We are just waiting on a refund from Avalara. Once this the refund is received, the matter will be resolved.
Sincerely,
**********************************************
Customer Answer
Date: 04/16/2024
It has been over 6 weeks since we were told by Avalara that they would refund us. We were told the process could take 7 to 10 days. Unfortunately, we never received a refund. We have sent multiple emails, and no one knows what is going on. They acknowledge they owe us money, but they have yet to give it back. It's been over six months since they broke contract and stole the money from us. We are at a loss. We have spent a lot of time and effort and are getting nowhere.Business Response
Date: 05/13/2024
******, we apologize for the delay in receiving your refund check and we understand the frustration. As discussed with our team, we were only able to send the refund through the Unites ********************* via first class mail. Our team has been continuously monitoring the situation and we are ready to initiate a new refund if needed. As requested, please follow up with us on Wednesday, May 15 if the check has still not been received. Thank you for your patience.Customer Answer
Date: 05/16/2024
Complaint: 21204531
We are still waiting to receive a refund.
Sincerely,
*****************************Business Response
Date: 05/23/2024
******, we received an update from our accounting department indicating that they have scheduled the wire transfer to your account for 05/24 which was communicated to you by our Customer Excellence team. We do apologize for the delay and we understand the frustration for the time this process has taken, but our team remains responsive and committed to overseeing this case until you receive your refund. Please continue to follow up with the Customer Excellence team for updates.Customer Answer
Date: 05/28/2024
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.We finally received the refund.
Sincerely,
*****************************Initial Complaint
Date:01/22/2024
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, misrepresented there product as a all inclusive product that I have found not to be. This was discovered in this process of trying to cancel them. There is a return that was miscalculated since the information was not loaded correctly and it charged tax to me due to this. I have been trying to resolve the issue and sent the tax exempt forms to them but they are fighting me in this process and are not customer centric. My main issue here is I was sold that i am always in control if i want to override the tax i can. Well guess what, I can not. There site has been not responsive and I barley have been able to use it. Therefore i was sold a lemon. My main objective here is protect others since the $4k is a loss i have written off as learning experience. Now i need help pushing them to close my account and settle with the states to close those accounts so I can have a true professional setup what needs setup on a clean slate. I also wish for my account to be reflected on there record to protect future buyers.Business Response
Date: 01/31/2024
******, thanks for giving us the opportunity to address the issues youve described again. We apologize if expectations were not clearly expressed, and we understand how miscalculations can be frustrating. As our team explained prior to your complaint, SST Exemption requires that you have the exempt customer & certificate in the system before invoicing the customer. We understand you did not complete the customer trainings and therefore were unaware of this requirement. On January 22, our support team gave you step by step instructions to correct the transaction but we understand you stopped payment for $54 in sales tax. As requested in your complaint, our team provided you with the cancellation form so that we may close your account. We wish you and your business all the best.Initial Complaint
Date:01/19/2024
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.
Late 2022 ********************* with Avalara, Zoomgeeks, and Alliance were to build an integration for our accounting software to file returns for us and keep our system updated. During this situation, ***** confirmed multiple times that we would be canceled if this project was not completed. We went ahead and paid the first year, with expectations that this would be complete. It was NEVER completed. Fast forward, to EOY 2023, cancellation form fails to work, no response from emails sent to avalara to cancel. Since it should not have been an automatic renewal, we simply did not pay the bill INV08479499. Now I am being told that without obtaining ANY actual product to use, after paying ********* for 2022-2023, I am being told we owe $10895.00 MORE now. That is over $21k for NOTHING. I need this removed off of our account ASAP.Business Response
Date: 01/26/2024
*****, thank you for taking the time to share your concerns with us. In our review of your account, we recognized your purchased products, Returns and Avalara Tax Research, are both live and running for your business. We understand how unexpected costs would be upsetting, and therefore our team sent an inquiry on January ***************************************************************************** your complaint. Being that we have not been met with proof of cancellation request prior to renewal, we have found the invoice to be valid per our terms and conditions. Hoping to prevent any future discrepancies, our team has submitted the cancellation on your behalf. Please reach out to the ** team directly for updates on this process.Customer Answer
Date: 01/26/2024
Complaint: 21170425
I am rejecting this response because: I have sent proof of attempt of cancelation, your website refused to accept it. I sent proof that it should have been canceled if they were unable to provide the services set up to begin with. This should have been canceled many times already. I also received zero response to the cancellation proof email and zero response to the copy of the cancelation website print out I emailed showing the website would NOT accept a cancelation. This is beginning to appear as just a scam company.
Sincerely,
*************************Business Response
Date: 02/05/2024
*****, we understand you provided emails to our team that outlined conversations with our sales team prior to signing, but we have not found a request for cancellation prior to the renewal date. However, we understand the cancellation policy was not clearly expressed in the communication with our sales team so weve canceled the account as nonpayment which will not be placed with any collection agencies. We wish you and your business the best in the future.Initial Complaint
Date:01/11/2024
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 spent over 2 months trying to contact my Account Manager about cancelling one of the two services that we have. I called and left voicemails, e-mailed multiple times, submitted a case. Nothing. Today I called and was on the phone for over a half hour with another individual who attempted to reach out to my account manager and her boss to have someone finally reach out to me. It shouldn't take me calling and being on the phone for ************************************************************************** to complete a form online and said that I would be required to pay all charges related to the current agreement. Had I been informed in a timely fashion after my first attempt to contact her that I just needed to submit a cancellation form online, I could have had it completed before my last renewal which would have saved my company a decent sum of money. I'd kindly ask that we are refunded for the total amount and not a proration of the invoice given the account manager's inability to respond to me in a timely fashion.Business Response
Date: 01/21/2024
*******, thank you for bringing this to our attention. We apologize for the frustration in attempting to contact your account manager and we appreciate your feedback. As explained in an email following your complaint, the Sage connector charge accounts for $414.00 of the total invoice in question. In reviewing our records, all support cases and contact attempts took place following the October renewal to which we sent a renewal notice for on August 31. In good faith, we are offering a 50% refund of Sage charge that youve requested cancellation. The $207.00 refund was submitted for approval on 1/19/24. Please follow up with the Customer Excellence manager directly for any updates regarding this refund status.Customer Answer
Date: 01/23/2024
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.
Sincerely,
*****************************Initial Complaint
Date:12/19/2023
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.
I signed up for Avalara My ***************** on 12/27/2023.I have a short term rental, which I mainly rent through Airbnb, and occasionally VRBO. AIRBNB remits my taxes, VRBO does not.So I signed up for Avalara mainly to have them handle my STR permit yearly renewal, which is quite daunting to do myself.When I signed up with Avalara, my permit renewal was due exactly 1 month later. Avalara told me they could not help with my renewal:"As a note, it takes approximately one month for our licensing department to establish the licenses and tax accounts for your rental. Since you signed up with MyLodgeTax in December, we will establish your tax accounts to be effective 1/1/2024."I thought, fair enough, I didnt sign up in time. So I did the renewal myself.I paid $299 one-time Setup Fee and $20 monthly since Dec 2022. Now, it is time to renew my permit again (I just received renewal notice yesterday, 12/18/2023). I contacted Avalara to check if this was on their radar - as I didnt want them to say its too late again! Technically, the permit renewal is part of their service.But to my surprise I received the following response:We are unable to renew this license as of 1/1/2024, please renew on your own. We apologize for any inconvenience; the application has requirements we are not able to complete for the owners.According to this last message, Avalara was made aware of the new licensing requirements preventing them to renew on behalf of owners only a few days after I signed up for their services. They did not communicate this crucial change in their services to me. I would have immediately canceled. Avalara continues to false advertise STR permit renewal as part of their package.I have now cancelled my subscription, but I have formally asked for a partial refund of what I paid them.I have called and emailed and asked to escalate this to management, but they of course do not care.Business Response
Date: 12/28/2023
****************, thank you for sharing your experience and bringing this situation to our attention. Were committed to offering our customers a reliable and easy-to-use solution, and were sorry if we missed the **** in your case.
Our team did receive your requests for cancellation, and cancellation was successfully processed on December 18, 2023. We also received your requests to speak with a manager (from our support team and through this BBB complaint) in regards to a refund. Please know that your case was escalated. A manager on our team has been assigned to your escalation and will be following up with you, but due to the timing around end-of-year holidays, communication may unfortunately take longer than is standard.
Were sorry to read youve experienced frustration and that your expectations for service have not been met. We will be following up with you directly.
Thank you.Customer Answer
Date: 01/04/2024
Please reopen complaint as I have not been contacted from the business, contrary to what they respondedBusiness Response
Date: 01/12/2024
We apologize for the delay in communication. As mentioned in our last response, the holidays can unfortunately cause a longer response time than what is standard. We understand that you spoke with a member of our team on Jan 5 where you were informed that a refund had been submitted for $539. As advised in that conversation, you should have received **************** receipt for the refund to the email on file and allow the 3 - 5 business days for the refund to process. Thank you for your patience.Initial Complaint
Date:12/07/2023
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.
Paid for a business license through ********************** and was told I purchased sales tax, and I filled out the business application. Avalara cancelled the order and sent me an email to fill out a cancelled form which I completed 11/8/23 and I was told it would take ***** business days. I have called and emailed many times and customer service is Terrible and all of their staff members are Rude and not helpful. I ask to speak with a manager and that did not happen. I was lied to by a staff member of the sales tax department that she filled out the cancellation form on my behalf that was a lie, and I completed the form on 11/8/23 and received confirmation it had been received. I would like my refund. This is the worst company to obtain any type of services.Customer Answer
Date: 12/15/2023
I filed a complaint against Avalara due to bad customer service and I have requested my refund, and I was sent an email stating, please allow 10 to 15 business days from the date you submitted the cancellation form for your refund to be processed. I received an email that the refund was approved, and it would ***********-8 weeks for my refund to be processed. They are lying to customers and that as a whole is a bad business practice. This business should be closed down as they are taking money from customers and not providing a good service at all, and they have so many complaints like this complaint.Business Response
Date: 12/15/2023
********, thank you for bringing this to our attention giving us the opportunity to resolve your concerns. We sincerely apologize for the delay you experienced in receiving your refund. Following your complaint, a member of our Customer Excellence team worked with our accounting team to help expedite your refund. We have confirmed that your refund was processed electronically on Dec 14 and you should expect to receive your refund within 1-3 business days. Please follow up with the Customer Excellence Manager directly for any additional updates on this refund request. We wish you and your business the best.Business Response
Date: 12/18/2023
Due to the holiday season and staffing constraints, our standard processing for refunds can take up to 6-8 weeks, though refunds are likely to be processed before the 6-8 week ETA. We want to best set expectations on timelines, which is why we quote 6-8 weeks as standard. However, due to the escalated nature the request, our team worked directly with accounting to expedite the refund request, as we mentioned in our last response. We also mentioned in our previous response that the refund has already been processed and should be received within 1-3 business days from Dec 14th. The desired resolution for this complaint has been met.
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