Complaints

This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avalara Inc

  255 S King St Ste 1200 Seattle, WA 98104-3317

  
• 

  Avalara Inc

  512 S Mangum St Ste 100 Durham, NC 27701-3973

• 

  Avalara, Inc.

  512 S Mangum St STE 100 Durham, NC 27701

• 

  Avalara Inc

  6465 Greenwood Plaza Blvd Ste 200 Centennial, CO 80111-4910

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out several times to try to close out my account. When I try to use their automated system, I am reaching obstacles and not able to complete the tasks, their are loopholes which make knowing which product I have impossible and I asked for assistance and was told the only way to cancel my subscription is through this process. I am not going to utilize this product and was told I am signed up for two services. AvaTax and Return:Prepaid up until 02/2/28/26. For returns, 02/01/25 until 02/28/26 and an Avatax Subscription up until 02/16/26. I was told I can cancel my subscription at anytime however I would be billed through these dates and since they are pre-paid I will have to follow through with payments of which ****** has been mailed to the company and $249.52 will need to be paid monthly until 02/28/26.I do not want this service anymore and want to cancel. I understand I may need to pay this contracted amount but I want to make sure my services are stopped and I do not want to be charged the following year. I do not like or trust their business procedures Every step of the way with this company has been difficult at best. Their website is a nightmare and things that were related as automated are not actually so and the whole process has been very stressful. I want to cut all ties with this company.

  

  Business Response

  Date: 04/03/2025

  ********, thank you for bringing your concerns to our attention. We apologize if the cancellation process was not made clear and we appreciate your feedback on the matter as we are continually working to improve our customer experience. We have confirmed that your account has been submitted for cancellation. No further charges will be applied beyond the current prepaid subscription term, which extends through February 2026. Thank you for giving us the opportunity to assist. 

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23116501
  
  I am rejecting this response because:

  I feel this company is very unethical. They wish to continue charging for  services they wont be rendering. I now understand why they wish to make pre-paid charges because they dont offer quality  or efficient service to their customers. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use Avalara to file a 1099-*** for the Lawncare person for our church. I was charged multiple times when I should have only been charged 1 time. I have sent multiple emails over the past couple of months and all they keep saying is to be patient. I do not feel like I should have to wait this long for a refund when they have admitted the mistake was on their end. This money was taken out of my bank account, not credit card, so I can not escalate the claim to a credit card company.

  

  Business Response

  Date: 03/28/2025

  ******, thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience of the erroneous charges and the frustration caused by the delay in the refund process. Following your complaint, our team took immediate action to request that your refund be expedited. We understand that as of March 27, you confirmed receipt of the refund for all three charges. We appreciate your patience throughout this process and are glad we could bring it to a resolution. 

  Customer Answer

  Date: 03/28/2025

   
  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:03/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led to Avalara via Wix when trying to setup my website. I was led to believe that Avalara automatically takes care of charging the appropriate amount of tax when customers checkout on my website for free. I went to the Avalara website and created a username. I tried to connect Avalara to my website but it wasn't working. I couldn't get help or speak to a human. I decided to forget about using Avalara since I couldn't get any help and their phone and website just takes you around in circles. Now I am being bombarded with emails saying I have a 1 year subscription with them and to pay them $262.50. I was never informed of a cost for their service nor made aware of any contract obligation. I have called and emailed and can't get a resolution or speak to an actual person. I keep being told that they won't let me out of my contract. But I was never informed of a contract nor a fee. My account Id is ********** and user ID is *******.

  

  Business Response

  Date: 03/24/2025

  ****, thank you for bringing your concerns to our attention. We understand that you were referred to Avalara through Wix but encountered issues connecting the product to your website. Given that the account was never activated, our team has decided, in good faith, to process an out-of-term cancellation and waive the associated billing charges.  

  We appreciate the opportunity to address this matter and wish your business the best moving forward. 

  Customer Answer

  Date: 03/25/2025

   
  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:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Avalara to handle my nexus tax compliance, expecting their platform and team to streamline the process for my business. Instead, I encountered nothing but obstacles, delays, and complete disregard for my concerns. When I needed help navigating the portal, I was met with unresponsive and unhelpful customer support. I was told to manually pull reports and even asked if I understood Python codingan absurd expectation for a service that should handle tax compliance on my behalf. I purchased an extractor add-on to help with reporting, yet over 48 hours later, it was still not activated, and my inquiries were ignored. Instead of resolving my concerns, I was given the runaround, redirected to different departments, and ultimately left without the assistance I needed. I formally requested a cancellation and refund, yet Avalara has failed to respond to my requests or take any action to resolve my issues.This experience has caused me tremendous stress, anxiety, and sleepless nights. Avalaras lack of accountability, poor customer service, and failure to deliver on their promises has left me with a service that is completely useless to my business.Resolution Requested:I am demanding the following:Immediate cancellation of my subscription.A full refund for the service that I have not been able to use, including the extractor add-on.A formal written response confirming that my account has been closed and my refund has been processed.If Avalara fails to resolve this matter promptly, I will escalate my complaint to additional consumer protection agencies, including the ************************ (***) and my State Attorney Generals Office.Desired Outcome:I expect Avalara to honor my request, take responsibility for their lack of service and support, and issue my full refund immediately. Ignoring customer complaints and failing to deliver on services paid for is unacceptable business practice.

  

  Business Response

  Date: 03/17/2025

  *******, thank you for bringing your concerns to our attention and giving us the opportunity to address them. Following your complaint, our Customer Excellence team reached out to discuss the issue further. As a result of that conversation, our team has initiated a refund for INV-******* and INV-*******. Additionally, we have confirmed with our Accounting team that your account has been removed from auto-pay. If you have any further questions, we encourage you to follow up directly with your Customer Excellence representative. We appreciate your patience and the opportunity to resolve this matter. 

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  ******* *****

  Customer Answer

  Date: 04/02/2025

  Dear Better Business Bureau,
  
  
  
  I am reaching out to follow up on Complaint #******** regarding Avalara, as they have yet to fulfill their promise to issue a refund.
  
  
  I am seeking BBBs assistance in mediating this matter to ensure Avalara honors their commitment and issues the refund as promised. Please advise on the next steps I should take to formally proceed with this complaint.
  
  
  
  Thank you for your time and assistance. I look forward to your response.
  
  
  Best Regards,
  *******

  

  Business Response

  Date: 04/09/2025

  *******, thank you for your continued patience as we work to expedite your refund. As communicated by our Customer Excellence team, we are actively working to finalize the process and will continue to provide direct updates as they become available.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avalara signed my business up for a free trial that I did not ask for. After my trial was up they started charging me triple for my monthly services. They have been over charging me since October of 2023. They refuse to refund me or provide proof that I signed up for the trial.

  

  Business Response

  Date: 02/10/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns. As a subscription-based service, DAVO processes charges according to the terms agreed upon during setup, and billing continues unless a cancellation request is submitted.
  Our records indicate that two additional subscriptions were initiated on September 12, 2023, when bank accounts for two additional locations were linked to your DAVO account, as reflected in the merchant portal. Once a bank account is connected to a location, our system automatically begins billing per our subscription model. We understand that no transactions were processed through these locations; however, our billing structure is based on active connections rather than transaction volume. 
  For your reference, we have attached a screenshot of our log confirming that the Terms and Conditions were accepted upon activation. After reviewing our policies and the details of your account, we have determined that the subscription charges are valid. 
  That said, as a gesture of goodwill, we have processed a $225.96 refund covering the charges from January and February 2025 for both locations. Additionally, our **** Support team has already disconnected the service on our end in response to your cancellation request. Please be sure to follow the steps our team provided to remove the integration from your Square account, as this is necessary to prevent any further charges.
  We appreciate your understanding.

• Initial Complaint

  Date:02/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up with Avalara in 2024 to begin services. The sales *** at the time was ***** *********. After the initial proposal, She spoke to her manager and sent us an email dated January ******* agreeing to the following costs or year ($318/month) and year 2 (******/month). We agreed and signed a contract on January 19th, 2024. The Contract signed was for a total of ******** which was correctly executed as stated by ******* email for year 1. Please note that are no dates of service listed on this contract. Since we did not recieve a contract for year 2, we assumed Avalara would honor what their employee and manager agreeed upon with us for year 2. We got an email from Avalara stated that the auto renewal had gone through on January 30th for the amount of $799.46 (Invoice attached).We reached out to Avalara to resolve the issue (Feb 5, 2025) and the account manager is unwilling to connect us to his manaer or anyone in the legal deparment to resolve the issue. The account Manager's name is ****** ***** he was laughing over the zoom call stating that we signed and agreed to the contract so we have to pay. He refused to listen or provide us with contact information for his department head so we could understand why Avalara is not following through on its expressed written agreement. He disconnected the zoom call.We asked him to send us our signed contracts. He sent us an email with 2 contracts. The first is the contract for the term 1/30/2025 - 1/29/2026 with the payment of ($799/month) and it is unsigned. The second is a copy of the signed contract dated January ******* with the correct payment terms of (318/month ).We have requested again from Avalara to provide us with a signed contract showing that we agreed to the payment of $799 per month for the period of 1/30/25- 1/30/2026. We have also requested Avalara to provide ******** history showing we actively signed this agreement. Avalara will not respond to us to resolve the issue

  

  Business Response

  Date: 02/11/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We understand that unexpected costs can be frustrating, and we sincerely apologize that the pricing you anticipated did not align with the billing you experienced. 

  After reviewing your account, we acknowledge that the second-term pricing promised by a Sales representative was not honored, and your renewal was processed at a higher rate. Our team offered to adjust the renewal to the originally agreed-upon price; however, we understand that *************** has chosen to proceed with account termination. 

  To ensure a smooth resolution, we have waived the pending invoices and are prioritizing the account cancellation process. We appreciate the opportunity to have worked with you and wish you and your business all the best moving forward. 

  Customer Answer

  Date: 03/01/2025

  I am providing an update on the case ******** *********** Avalara sent me a confirmation yesterday that the contract was cancelled. Then today they ended up debiting my account for the amount ******. I am not sure why they continue to charge me. Please keep this case open and unresolved.

   

  Copy of Cancellation Email and Charge on my Business Account are attached. I have again reached out to the customer excellence team that was responsible for handling the cancellation with copies of the cancellation confirmation and charge on my account.

   

  Please let me know if there is anything I can do to obtain a fair resolution. At this point, this situation has caused an undue amount of stress on my business financially and me personally despite taking all of the necessary steps Avalara requested to complete this process in a timely manner on their terms.

   

  Please let me know if you require additional information.

   

  Thank you for your generosity with your time. It is greatly appreciated.

   

  Kind regards,

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

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

  Tashan Time Inc.

  

  Business Response

  Date: 03/11/2025

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience caused by the additional billing following your cancellation. As our team has communicated, our accounting department has processed the necessary reversals, and the charges have been removed. We appreciate your patience and the opportunity to resolve this matter.

  Customer Answer

  Date: 03/12/2025

   
  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. Thank you for completing the refund the funds have been received. We *** received confirmation that future invoices have been cancelled. I hope this resolution is final.

  Thank you for your genorosity with your time and in your efforts

  
  Sincerely,
  
  ****** *********

  Tashan TIme

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested cancellation with this company in December of 2024. Due to their lack of progress I filed a complaint with the BBB. Earlier today I received a notification that they approved my refund that was requested. The company has now filed erroneous returns with the State of OH when I did not authorize them to do so. It was not until after I replied marking this case as resolved today with the BBB that they then requested access to my State of OH tax filing account and sent me a confirmation email that my services were now activated with Avalara. I did NOT authorize this and the return they filed is incorrect. I filed my own tax returns and they have been aware of this since I filed them without their help. I waited until a week before they were due to give them the opportunity to do their job and they failed to do so, which is why they agreed to refund me. This company needs to STOP requesting access to my information and stop filing returns on my behalf. I feel this is predatory practice as they waited until AFTER I closed my claim with the BBB to do this to me. I have attached a screenshot showing today at 11:15a from the BBB stating Avalara advised them of a refund approval. I went to the BBB website and accepted the resolution. Avalara also sent a follow up confirmation reiterating their approval of my refund on 1/20/25. At 2:46p I received a confirmation of the case being closed with the BBB. An hour later at 3:45p CT I received a notification from Ohio Business Gateway telling me that Avalara Compliance has requested Filing Admin access to my account. I did not approve that, and when I go to the site there is no request showing, and somehow they filed tax returns that were not approved/correct. At 5:38p I received a notice congratulating me on completing the implementation of my avalara products that have been cancelled and refunded, just confirming why I am here to begin with. This company needs to stop and they should be out of business.

  

  Business Response

  Date: 02/06/2025

  ****, thank you for bringing this filing concern to our attention. While we did complete the refund submission related to your initial complaint, we sincerely apologize for any additional frustration this has caused.

  Our Customer Excellence team reached out to you on February 4 to schedule additional time to discuss this matter further. We encourage you to follow up with our team so we can continue working toward a resolution.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22870509
  
  I am rejecting this response because you never had authorization to file anything on my behalf. Your company has ZERO idea what is actually going on and has no communication within. Your company was fired and you refunded me and should NOT have continued to do anything with my taxes! You were NOT authorized to file the incorrect forms you submitted AFTER I informed you directly that I submitted my own returns because your company failed to do so!

  this is enough already! You need to notify the *** that you were wrong and shouldnt have submitted anything.  I dont need to discuss that with you.

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/19/2025

  ****-- We sincerely apologize for any frustration this situation has caused. Our team reached out to discuss the matter further, and we understand from your response that you prefer not to meet at this time. 

  Despite this, our team remains committed to supporting you, and we have asked them to review the filing to work toward a resolution. Our team will reach out directly with updates. 

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Waste of Time and Money Avalara promised the world and delivered next to nothing. Their customer service is abysmalrepresentatives (primarily based in *****) have accents that are often difficult to understand, which only adds to the frustration.They also claimed to offer Spanish customer support, but that turned out to be completely false. This was a major factor in our decision to work with them, and it was yet another disappointment.After paying thousands of dollars and dedicating countless hours in endless meetings, their system never successfully integrated with WooCommerce. For over eight months, they assured us they were working on it, only to eventually shift the blame to WooCommerce. If that were true, they should have identified the issue within the first couple of monthsnot dragged it out for so long.I canceled due to their inability to fulfill their contract and requested a refund, which they flatly denied. Their lack of accountability and professionalism is appalling.

  

  Business Response

  Date: 01/29/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. After reviewing the communication on your account, we understand that you were dissatisfied with the WooCommerce connector. Our records show that Avalara attempted to work with iBiblias to address the issues you encountered; however, we understand you ultimately decided to cancel your service.
  As outlined in Avalaras terms and conditions (**************************************************), we are unable to process a refund in this case. However, we have proactively initiated the cancellation of your subscription to ensure that your account does not renew on April 15, 2025. In the meantime, our team remains committed to assist you with any support you may need.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22818975
  
  I am rejecting this response because:

  Dear Better Business Bureau,

  
  I am submitting this complaint against Avalara due to their misrepresentation, failure to provide the promised service, and refusal to issue a refund despite their clear shortcomings.

  
  We engaged Avalaras services and paid nearly $6,000 with the expectation that their system would properly integrate with WooCommerce, as advertised. However, after almost 10 months of troubleshooting, Avalara was unable to resolve the integration issues. Instead of taking responsibility, they shifted the blame to WooCommerce and advised us to pursue the issue with them, despite the fact that Avalara was responsible for handling the integration.
  Had Avalara informed us at the beginning that the WooCommerce connector had compatibility issues, we would not have proceeded with their service. Instead, they continued offering ineffective solutions for nearly a year before finally acknowledging the WooCommerce connectors flawsat which point it was too late for us to make alternative arrangements.

  
  Our dissatisfaction was not with WooCommerce, but with Avalaras lack of transparency, failure to resolve the issue, and failure to deliver the service we paid for. They misrepresented their ability to integrate the systems, and their support team was ultimately unable to provide a functioning solution. Given these facts, Avalaras refusal to issue a refund is unacceptable.

  
  We request a full refund due to their failure to deliver the service as promised. We also ask that Avalara take accountability for misleading us into believing they could integrate their system with WooCommerce when, in reality, they could not.
  Thank you for your time and assistance in this matter.

  
  Sincerely,
  ****** *****
  CEO, ***********************
  *****************************
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Avalara's Service Disruption and Impact on Business Operations - Love to ******************* Whom It May Concern,Love to *********** is formally submitting this complaint to BBB regarding the recent actions of Avalara, our sales tax compliance software provider, which have resulted in significant disruption to our business operations.We rely on Avalara's software to maintain compliance with USA sales tax regulations. However, despite an agreed-upon credit on our account, ********************** has suspended our access to this critical software, citing non-payment. This suspension occurred before the credit memo was processed and an accurate invoice was issued.While we understand the importance of timely payments, we believe Avalara's actions in this instance are unreasonable and have caused unnecessary harm to our business. We have been unable to operate in a fully compliant manner during this period of software suspension.We have attempted to resolve this matter directly with Avalara. However, we have faced significant challenges in contacting appropriate personnel and escalating the issue within their organization. Our requests for an escalation contact have not been met with a satisfactory response.Therefore, we specifically request the assistance of BBB in obtaining an escalation contact within Avalara. We believe that engaging with a senior representative at Avalara is necessary to ensure a swift and fair resolution to this matter.We have attached a detailed account of our interactions with Avalara, including relevant correspondence, as supporting documentation for your review.We appreciate your time and attention to this matter. We trust that BBB can help facilitate a resolution that restores our access to essential software and ensures Avalara adopts more reasonable account management practices.Sincerely,*** **** CFO Love to ***********

  

  Business Response

  Date: 01/21/2025

  ***, thank you for bringing this to our attention so we could swiftly resolve. We apologize for the inconvenience that the suspension of your account caused. We appreciate your cooperation on providing the proof of payment so that we could reinstate the account. We have also approved and posted the credit to include the *** and one-time fees refund.  Thank you for giving us this opportunity to make this right.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22811787
  
  I am rejecting this response because:

  I have similar queries related to other components of Avalara's billing but I am still unable to contact our account manager - who has blocked my ability to schedule meetings with him. I do not receive responses via email and I cannot call. 

  I am looking for a point of escalation within Avalara so that I can receive a response to my email which was sent 6 days ago.

  Sincerely,
  
  *** ****

  

  Business Response

  Date: 01/31/2025

  ***, thank you for bringing this additional concern to our attention. We apologize for the delay in responseyour Customer Success Manager was out of the office last week, which contributed to the delay. However, we understand that they have since responded and provided the information you requested regarding Assisted Support. If you have any further questions or concerns, we encourage you to follow up directly with your Customer Success Manager, who will be happy to assist you. We appreciate your patience and look forward to continuing to support you.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22811787
  
  I am rejecting this response because: it merely addresses our customer success manager's most recent absence from the office, there have been multiple prior instances whereby my attempts to contact our account representative and customer success manager go unanswered. Unfortunately, the information I am requesting is firmly in the ordinary course of using Avalara's product and the slow response times affect our ability to use their software and therefore get value for the subscription we pay for. The most recent query that has gone unanswered is as per attached and relates to our account manager's nonresponses. We appreciate people's busy schedules but as a customer of this business we merely ask for timely responses to very simple account and support related quests. In detail - on 16 January we reached out to our account manager and despite follow *** on 22 and 31 January we did not receive a response. This left us 2 weeks behind schedule on our implementation project of the software we are procuring from this vendor.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company used Avalara as a vendor. Avalara required us to have a trust account for taxes. I sold the business in October of 2023. Avalara has held onto our money for over 15 months now. The sum exceeds $5,000. We have been emailing our contact for over a year now, and she simply gives us excuse after excuse of why they aren't paying us. This is no disagreement on how much they owe us. It has reached the level of absurdity.

  

  Business Response

  Date: 01/17/2025

  *****, thank you for bringing this to our attention. We apologize for the frustration and we recognize the inconvenience this billing concern has caused. Following your complaint, our Customer Excellence team reached out to discuss the situation more. Since then, this team has been working to escalate internally. We remain committed to supporting you and working to resolve the issue. In the meantime, please follow up with our team directly for updates on the matter.