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:03/20/2023

  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.

  I cant get a straight answer from them. Ive been hung up on and treated horribly. They are either refusing or wont answer my questions.

  

  Business Response

  Date: 03/27/2023

  Hi ******, thank you for bringing this to our attention. We aim to provide the best support, and we are sorry to read you experienced otherwise. We apologize for the frustration in trying to get your concerns addressed. Since receiving your complaint, a member of our Customer Excellence team reached out to provide support. We understand that the cancellation case has since been created and you were notified that a refund was submitted. Please follow up with the Customer Excellence Manager directly with further questions and concerns. We wish you and your business the best in the future.

• Initial Complaint

  Date:03/16/2023

  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.

  I called Avalara support (case#********) for help today for a questioned invoice. There are two invoices should not have been tax exempted. I explained why I called and the rep was looking into the issue. He couldn't figure out why and after I try to explain what happened, he said "okok, that's all our fault!! You didn't do anything wrong!!", and he HANGED UP ON ME!!!!!!! SUPER RUDE SUPRE RUDE SUPER RUDE!!!!!! I was trying to help and the service rep hang up the phone???!!!! EXCUSE ME???!!!!I have been a customer with ********************** over EIGHT years and never been treated like this!!!! I feel so offended by the rep called ******. Does he behave like this because I have Asian accent?

  

  Business Response

  Date: 03/23/2023

  *******, thank you for taking the time to bring your concerns to our attention. We understand there was confusion with your invoicing, and we sincerely apologize for the poor support you received in trying to address these concerns. After receiving your complaint, another member of our support team reached out to you explaining that the active exemption details uploaded for certain customers are what caused the invoices in question to not calculate taxes. We remain committed to working towards a solution with you, and we ask that you follow up directly with the team member for further clarification on this issue.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19612366
  
  I am rejecting this response because:

  It's not about invoicing and calculating tax at all. 

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

• Initial Complaint

  Date:01/04/2023

  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 am requesting for a full refund $2400 due the fact that they was suppose file for my licenses and permits and they refuse to help unable to get hold of anybody to help me register after i paid the $2400. when call to ask for help i get someone give them my email address to send me the information or to reset the site only thing i get is hung up on the last time I tried contact them I called the number ************. I paid in September 12, 2022 i haven't gotten help or proper service from avalara. i have talk to **** but not happy with the services that i ask for so just please refund me my $2400.

  

  Business Response

  Date: 01/12/2023

  ****, thanks for bringing your concerns to our attention and giving us the opportunity to assist. We apologize for the confusion in your licensing purchase. After receiving your complaint, a member of our Customer Excellence team reached out to connect with you on the matter. As our team shared with you, there was an incomplete questionnaire needed to complete your order. We understand the questionnaire link has been re-sent, but youve had some difficulty accessing the form. Our support team followed up with instructions that *** help you access the link. We remain committed to supporting you and we have our team on look out for the completed form. Please follow up with the Customer Excellence representative directly with any questions so we can continue to assist.

• Initial Complaint

  Date:01/04/2023

  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.

  Our company is continuously being overcharged by Avalara. This is the third time they have overcharged us.On August 18, 2022 they charged us $4,807 which seemed high. I emailed ************************* who was of no help and I called customer support and they told me it would be looked into and never received a follow up.On December 15, 2022 I was charged $4,834. I emailed ******* and ***** on December 16, 2022 letting them know about this and scheduled a call with *****. He cancelled the call I scheduled and followed up by email on December 17, 2022. His response was the following:"I apologize for the significant increase in costs - it looks like your account was Auto Upgraded under normal pricing and your account is priced under SOHO. I will submit a ticket internally to get the invoice adjusted to reflect the correct pricing. I will update you once this is complete, which typically takes 3-5 days to clear the approvals process."It is now January 4th, 2023 and I have not heard back from ***** or anyone from Avalara. Instead, I received an email today from ******************* stating that she is our new account manager. I was supposed to hear back in 3-5 days from *****... what happened?Avalara is a scam operation. They overcharged us back in May of 2022 and after a month of going back and forth I was refunded. And now they are doing it again, except this time I can't get a response from anyone and keep getting passed around between account managers. Why won't ***** *************? Why doesn't he respond to emails? This company needs to be exposed for their illegitimate business practices.I want a full refund of both charges from August 18, 2022 for $4,807 and December 15, 2022 for $4,834.I also want this account cancelled and no further charges to come out of this account. I am done with Avalara.

  

  Business Response

  Date: 01/12/2023

  ****, thanks for bringing your concerns to our attention and giving us the opportunity to assist. We apologize if pricing expectations were not clearly expressed and we understand how unexpected costs would be upsetting. Following your complaint, a member of our Customer Excellence team reached out to assist you. We understand that you have been traveling internationally and have not yet been able to find the time to connect with our team. Nevertheless, we remain committed to solving this issue with you. Please follow up directly with the representative so we can work towards a solution.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18680991
  
  I am rejecting this response because:

  Business is stating that these were unexpected costs yet I have emails from account managers stating that theres been a error again in my account and thats why I was charged more than I should have been charged.

  We have yet to reach any type of resolution.

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

  

  Business Response

  Date: 02/06/2023

  Hi ****, thanks for following up. We understand that since your rejection submitted on 1/12/23, our team was able to connect with you to discuss your contract, fix the pricing error, and answers questions. We appreciate your patience with this as we worked to solve the issue. If any more concerns arise, please follow up with your Account Manager directly and they will be happy to assist further as needed.

• Initial Complaint

  Date:12/14/2022

  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 signed up with Avalara on September 6, ***************************************** setting up a state TPT license for short term and medium term rentals. I have a receipt for $326 from Sep 13 but believe I had completed the transaction on the 6th. Part of this $326 was for the subscription or reporting. Initially I was told it would be ready in Oct. Then in early Nov. Then that is was still in process. I am often passed on to a different department or given one number to where they give me another number to call. I have been charged the $27 monthly subscription a few times since then, having been credited back at least once but told I would be credited back others. It was important that I had this license completed when initially promised and this has caused a great deal of stress in addition to time to follow up with. I really regret contracting with Avalara and wish I had worked through the licensing on my own. I had only signed up with them believing that they would save me time and stress of setting up. Unfortunately it has been the opposite. I'm not sure at this point if this company is a scam or complete incompetency and poor care.

  

  Business Response

  Date: 12/22/2022

  *****, thank you for bringing your concern to our attention and giving us the opportunity to assist. We recognize the delay you experienced and apologize for any frustration in this process. After receiving your complaint, a member of our licensing team reached out to you to explain the issue and work towards a solution. We understand from that conversation that you opted for a refund. Please allow 5-7 business days for the refund to fully process. If you need any support in the meantime, please reach out to the licensing analyst you worked with. If we do not hear from you again, we wish you and your business the best in the future.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18572306
  
  I am rejecting this response because:  First of all, a member DID NOT reach out to me as stated in the message from the business. I have been reaching out to them for months trying to get a response.  Second, they have not refunded me as promised.  I was emailed on December 15th that they had refunded the fees but I am still waiting for them to appear.

  Additionally their failures have cost me significantly more as they had 3 months to complete and failed to do so or respond.  I am now in delays with licensing and at a loss of rents while I continue to wait.  I expect this to cost me around $5,000 to $10,000 in lost rents.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/06/2023

  I previously filed a complaint against this business which they did respond to. In their response they promised a refund within 5-7 business days. It has now been closer to 20 and I have not received the refund. In their response, they asked that I reach out to them if I had not received the refund. I did this via email. My email was not returned. I also noted this in my rejection to their response as I had not received the refund. I am still waiting on the refund. About $326 is owed back to me. Additionally in their response, they stated that after my complaint that a member of their licensing team reached out to me to explain the issues and work towards a solution. I never heard from anyone after my complaint. This was a complete lie or falsehood.

  

  Business Response

  Date: 01/12/2023

  *****, thank you for your response. We sincerely apologize for the frustration youve experienced in seeking your refund. It is our understanding that while we issued a refund for the $27 monthly subscription on December 14th, there was a remaining $326 charge to be refunded. We apologize for this oversight when handling your refund request. We have now issued a full refund of the charges which can be seen in the image attached. Please allow 5-7 business days to process.

• Initial Complaint

  Date:12/05/2022

  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.

  On June 28th 2022 I purchased a standard DBA through leagalZoom And also purchased the $99 business license package. I have not received any information in the mail or via email stating whether it has even been started. ********** was supposed to be easy and helpful for someone who needs assistance with starting a business. They took my money and then stopped helping.

  

  Business Response

  Date: 12/14/2022

  *******, thanks for bringing your concern to our attention and giving us the opportunity to assist. We recognize your frustration and apologize for any confusion in the process of ordering your business license. After receiving your complaint, we reviewed our records and were unable to find an active account with us. We then reached out to our partners at LegalZoom, and learned that the license order had not been triggered as they were missing a scanned copy of the filed DBA. Upon discovering this, ********* made numerous attempts at contacting you to explain the concern and remedy the issue. It is our understanding you have not responded to their team. We, along with LegalZoom, remain open to working towards a solution with you. If you are still hoping for assistance, please follow up with their team directly. Otherwise, we wish you and your business the best in the future.

  Customer Answer

  Date: 01/02/2023

  Hello, *************** about my business license package. I sent a copy of my scanned dba to avalara and now how not heard back from them. 

  

  Business Response

  Date: 01/07/2023

  *******, thank you for following up. We just received the notification from our partners at LegalZoom indicating that the link to the License Report questionnaire had been sent and you have completed the questionnaire. We have concluded the service that was purchased and delivered the final report.  Please let us know how else we can assist.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Avalara through LegalZoom to start an LLC. It was paid for through my business license package from legal zoom for $40. I filled out a questionnaire on June 15th and they said I needed two licenses but did not state what it was and since I was doing this myself, I assumed since these were "reputable " businesses, I must be needing them. I went ahead with the process of Avalara and it was an additional charge of $349. I paid and then got my license package info. Turns out it was for ** state tax license...which I had already filed for myself a month prior. If I was aware, I'd have not continued the process. That was very deceiving on Avalaras side. I contacted and asked for refund the VERY NEXT DAY. Opened a case with them and ended up receiving a refund from Legalzoom for $40 on June 24th. I contacted them on June 27th by email letting them know I also paid $349 to Avalara for the service I did not receive. I sent MULTIPLE emails to multiple directories through Avalara and then made phone calls asking why there was no resolution. Only to be told I needed to start a new support case. On Aug. 3rd I tried to begin another case and couldn't submit bc I no longer had a login or password and received a bounce back email from support that that email directory is not monitored? So, when you click help for forgot password, they responded with this is not a monitored email?! I also called Avalara again and then called Legalzoom to complain that they still have yet to refund me for a service never used and I've gotten NO response. It's amazing how easy they responded to have Legalzoom refund my $40 but getting THEM to respond and refund money i Paid THEM.. IMPOSSIBLE. This company is a disgrace and has no support. I can't imagine if I actually had to use them for a service how awful contacting them may be. I just would like my $349 back. Thanks.

  

  Business Response

  Date: 10/28/2022

  *****, thanks for bringing your concerns to our attention and giving us the opportunity to assist. We recognize your frustration and sincerely apologize for any inconvenience. In reviewing your account, we noticed that the original refund request was submitted with Avalara License Guidance as the selected service to be refunded. Our team identified that specific order as paid to LegalZoom and therefore closed the refund request on our side. We apologize for the frustration this caused. Since receiving your complaint, our team has initiated the appropriate cancellation on your behalf. The $349 refund is still being processed and may take a few days to complete, but in the meantime we remain committed to supporting you in any other way we can. Please reach out to our team at [email protected] with any further questions or concerns about this matters. Should we not hear from you again, we wish you and your business the best in the future.

  Customer Answer

  Date: 10/31/2022

   
  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:08/15/2022

  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.

  Date of Transaction 10/19/21 Avalara offers use tax calculation and submits tax to corresponding states. We do about ******* orders/invoices per month with a total o **** invoices per year.I spoke to their salesman *****************************, who gave me quote based on above invoice number calculation and we assumed a tier between ****-****. We picked the lower tier. In the past 2-3 months, I noticed that Avalara started upgrading my tier from **** to ****, and again to **** and they are planning to upgrade it again to ****. When I asked, they told me that they base their calculations on invoices count and other additional factors. These additional factors caused my bill to double and excepted to keep going up.I had many emails and couple of zoom meeting to charge me based on invoice count as I was promised but they won't do that. They offered me $500 discount.See the agreement and email from salesman clouting tier based invoice count

  

  Business Response

  Date: 08/22/2022

  ******, thank you for taking the time to share your concern and raise it to our attention. We aim to offer our customers a reliable and easy-to-use solution, and were sorry for the frustrations youve experienced with billing.
  
  We understand your team was voiding transactions with the assumption that they would not be billable activity towards your account. As expressed in our terms and conditions (https://www.avalara.com/us/en/legal/avatax-terms.html), any alteration of documents is billable activity. We also understand there was uncertainty about billing for API calls. It has been observed that our support team shared a link on 06/09/22 detailing how we calculate usage and the explanation of API calls. We acknowledge that billable usage can be complex, and we hope these shared resources have provided your team better understanding.
  
  As mentioned in your complaint, our team has already offered in good faith to refund 50% of your purchase. We recognize from your conversations with your account manager and our Customer Excellence team, you are not willing to accept the 50% refund. Additionally, our team has offered to opt you out of auto upgrade and has explained that should you approve this, each transaction after you cross the next tier will be $1 moving forward.
  
  We remain committed to supporting you and your business. If youre willing to continue working towards a resolution with us, please follow up with your account manager and the Customer Excellence team directly. Thank you.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17720304
  
  I am rejecting this response because:

  1- Your 50% discount only applies to the upgrade fee.

  2- The agreement that Avalara representative has discussed and signed with us was to bill based on invoice count. We found later that you have a different method of calculations that was 200% ( and rising) of the initial quote.

  3- Please charge me based on number of invoices as you can see in the email and agreement attached.  I have **** invoices processed thus far. Which makes the 2 upgrades unnecessary. 

  4- Your calculations of ****+ is more that triple what we had agreed upon signing the agreement. 

  5-You should have shared these calculations before signing not after signing and your sales representative should have provided an accurate method of calculating charges.

  
  
  Sincerely,
  
  Bassem Azkul

• Initial Complaint

  Date:07/07/2022

  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.

  We first signed our agreement with Avalara in May of 2022 and so far have received 0 service. They have a 60 day guarantee/full refund policy.Weve cancelled our service and requested a refund with no response or help what do ever.

  

  Business Response

  Date: 07/19/2022

  *******, thank you for taking the time to share your concern and raise it to our attention. We aim to offer our customers a reliable and easy-to-use solution, and were sorry for the frustrations you've experienced. We understand the implementation process can take some time, and we apologize if timeline expectations were not properly expressed with you. 

  
  After receiving your complaint, we escalated your issues internally and a member of our Customer Excellence reached out to share the cancellation form with you. Your request has since been submitted for the credit for the total account cancellation. We wish you and your business the best in the future.
  

  
  

• Initial Complaint

  Date:06/29/2022

  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.

  Hello! I paid Avalara to help me with my taxes for the rental property I own in *******. I was made to understand that they would help me starting June. But ever since I made the payment, it's been a series of lies, fake promises and radio silence when I ask for updates. The first rep I worked with (***************) did not provide me with ANY info and was super obnoxious to boot. Now they tell me they will only start in August. I paid them in late April/early June. I don't get it. I've applied for an received every certification that was required. I'm feeling SO cheated. I just want them to get me set up ASAP!! Please help - I'm not sure who else to turn to.

  

  Business Response

  Date: 07/08/2022

  Vidya, thank you for bringing your concerns to our attention. We aim to offer our customers a reliable and easy-to-use solution, and were sorry for the frustrations you've experienced in getting started with our services. We understand you were in contact with two agents one in Onboarding and another in Licensing, which may have caused some confusion in the implementation process, and we apologize if expectations were not clearly expressed.

  
  After we received your complaint, a member from our MyLodgeTax team, *******, reached out to talk with you about the status of your account. As explained, we request a Osceola County Local Business Tax Receipt based on your property location. We understand you claim to have obtained the license, but in speaking with our licensing team, we have not been able to locate it within your account. We remain committed to solving this issue with you, as well as completing this process. Please continue to follow up directly with ******* so she can ensure we receive your license and it is filed correctly. Thank you.
  

  
  

  Customer Answer

  Date: 07/10/2022

   
  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.
  

  BUT quick clarification. I never claimed to have received *********** licenses. I suggest Avalara read my emails VERY carefully. I told them that id APPLIED for the licenses and when I spoke to the county they said I could file my taxes and put down the word applied wherever it asked for my license info. This is what I had communicated to their onboarding support. But these guys never read the emails fully Im guessing? Right now, Im having to pay a fine for my backlog taxes. And I hold Avalara accountable. My hands are tied, so Im having to accept their proposal to begin filing in August. BUT its not something Im happy about. Im doing this out of lack of choice. Once my year is up I will NOT be renewing their service. Its been the most scary and unpleasant experience. 
  
  Sincerely,
  
  Vidya Ravidass