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:08/12/2024

  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.

  We are shutting down our e-commerce side of our website. I reached out to Avalara because I got an email stating my auto-renewal was coming up soon (10/6/2024). They advised the following "Please be informed that as per the Avalara's Terms and Conditions you are not eligible to cancel the Auto Renewal as your annual contract value s below 10K.". I asked for clarification and for this to be elevated to management, I did not receive a response. I submitted yet another ticket. I received the same response. There is no call-back number, their chat feature on their website does not work, and nobody is responding to my inquiries via email. Seeing that we no longer have a need for their services, I find it unbelievable that I am still required to pay over $900 for Avalara. Especially since we are well before the auto-renewal date.

  

  Business Response

  Date: 08/19/2024

  *******, thank you for reaching out so we could look into the issue and assist. We understand there was some confusion regarding canceling Auto Renew vs. canceling your entire account. Following your complaint, our team reached out to explain why you were initially told you could not cancel the auto-renewal, and also provided the link to the cancellation form for your services. We understand that you have now completed the cancellation request and our team is working to process this. Your account remains active until October 6 2024. Please reach out to the Customer Excellence manager directly with any follow up questions.

  Customer Answer

  Date: 08/19/2024

   
  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:08/09/2024

  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.

  RentVision signed a Sales Order with Avalara on 11/30/2023 that illustrated the fees to be paid.RentVision paid the initial invoice INV-****** for the services and fees illustrated on the Service Order.Avalara sent a 2nd invoice to RentVision on 5/31/2024 for exceeding the usage on the Sales Order. The fees that were charged included an increased tier of allotted usage as well as a previously undisclosed "one-time upgrade fee". I have tried to dispute this "one-time upgrade fee" directly with Avalara, multiple times. They refuse to acknowledge that they are charging an unfair, undisclosed fee and will not adjust the invoice or refund us. Avalara is practicing unfair and unethical business practices.

  

  Business Response

  Date: 08/16/2024

  ***, thank you for giving us the opportunity to address your concerns. We understand how unexpected costs would be upsetting, and we apologize if billing expectations were not clearly expressed. While our Terms and Conditions cover the One Time Fee, we acknowledge that this was not communicated effectively to you. In good faith, we have initiated and approved a credit of $1,008.46 for the one time upgrade fee. This credit may take a few weeks to process onto the invoice, though our Customer Excellence team is working diligently to expedite this process for your convenience. We understand you are working with this team to create a payment plan for the remainder of the invoice. Our team remains committed to overseeing this case to completion and providing any additional support you may need. Thank you for your patience and understanding as we work to resolve this.

• Initial Complaint

  Date:07/30/2024

  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 received a notice from ******** that we had stopped paying sales taxes as of the first quarter 2023. In looking into this notice, we learned that Avalara had been filing $0 returns in all of our states since the first quarter 2023. They stated it was because we didn't install an extractor, but I had absolutely no record in my email of being told that this step was necessary. Over the course of several months, I reached out to Avalara multiple times to resolve this issue. I kept getting a reply that somebody from the "Customer Success Team" within 24 hours. But I heard nothing. On December 11, I filled out an online form requesting to cancel our account. On December 12th, Avalara emailed me that they needed more information, but the link they asked me to use just sent me back to the form I had already filled out. I called and verbally requested to cancel my account, and I also sent a PDF of the cancellation request on December 15th. Mind you, since I wasn't getting help from anybody at Avalara, I was working with another company at this point to get us caught up with our sales tax remittance (which cost us thousands of dollars once we included penalties and interest). Because I couldn't get confirmation from Avalara that our account had closed, I called our credit card company to cancel any future payments to Avalara. I also had to go onto each state and delete Avalara as a contact, as I noticed they had filed ANOTHER $0 return after I had requested the cancellation. I thought this was the end of the story, but I just got an invoice from Avalara for services rendered in December 2023 and May of 2024. I have no idea what these charges are for, and their collections person cannot send me a detailed invoice. I do know for sure that they haven't been remitting our sales tax for us.

  

  Business Response

  Date: 08/08/2024

  *********, thank you for giving us the opportunity to look into your concerns. After researching your account history, we have discovered that you reached out to your ****************** team in early November 2023 requesting a phone call to explain an issue you were experiencing with your extractor. Following the call, the Account Manager created a case internally to source resolutions. On November 14, our team shared a notice that went out to all Shopify Extractor customers in April 2023 which included the steps to resolve the concern. As explained in this notice, your transaction syncing was paused during this time, but transactions were not lost. We have reattached that email here. 
  We understand you opted to cancel your services with us on December 11 2023. Our ****************** team emailed you on December 20 confirming that your cancellation was processed with the service end date as 9/9/2024. Because the cancellation request was received outside of the 60 day cancellation window, all pending invoices on your account remain valid per our terms and conditions: **************************************************. We remain committed to supporting you throughout the remainder of your subscription term.

• Initial Complaint

  Date:07/29/2024

  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.

  We have had an ongoing issue since may 10 2024 and Avalara is refusing to respond or provide a resolution. We were emailed and call, now I was reminded that we are bound to another year of contract since i filling out that form on time. On may 10, 2024 I have reminded Avalara of their own Terms of Service, fowarded Avalara evidence of my cancelation in writing on time before the subscription renewed, yet we keep receiving invoices. I escalated the issue with Avalara and have not received any resolution. It is very sad that Avalara seems very stubborn, believing that it's ok to have customers enter another year of service of $985+ for a tool that I dont used.Without my permission I requested on time the termination of my service and close my full account online, but they continued ignore my email and call, this is totally ilegal, I wants Avalara to close any connection with my business. reference the ******** and case #********I

  

  Business Response

  Date: 08/08/2024

  ****, thank you for bringing this to our attention. We apologize for the inconvenience in being billed after cancellation and we understand how unexpected bills would be alarming. Our team confirmed your cancellation was processed, but the system incorrectly registered it as 2025 which is why you were billed. Our team reached out on Aug 7 to confirm the invoice has been credited and provided you with a receipt of this for your records. At your request, our team also suspended your account so that you will not be contacted in any sales outreaches. Thank you for giving us the opportunity to resolve this. We wish you and your business all the best.

  Customer Answer

  Date: 08/08/2024

   
  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:07/25/2024

  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.

  On 3/12/24 Avalara debited our bank account for $10,724.45 and $2,341.97. When we inquired as to why we were suddenly debited for these amounts, we were told that they were for "overages" We requested for them to validate this and supply more information. After lots of run around and email, they wrote (Attached to this along with other documents) there was a mistake and our account had been "accidentally upgraded" due to a mis-attributing transactions. No problem, please just refund our money. So this dragons on for months, sporadic updates, no replies, no promises of any sort of date other than "its being worked on." I understand that things take time for large businesses to run through the proper channels, etc. I believe we've been very patient waiting for this refund to process. On 6/10/24 our Sales Rep presented us with a new contract. (Also attached) that extended our service agreement with the Company, raised the annual price by several hundred dollars, but promised a net refund of $10,459.68 dollars. Hoping that this would get the majority of our funds refunded, we agreed and signed the document. Weeks continue to roll by with no dates, no refunds, no responses, or anything else from their customer service channels. As we began to grow more frustrated with this situation, searching the internet yields dozen of other reviews across sites detailing exactly the same problems that were facing, leading me to unfortunately believe that this was not a one time mistake, but instead incredibly terrible business practices by this Company. I'm attaching the receipt for the two payments listed, a copy of the contract showing the promised refund of $10,459.68 and a screen shot of email exchange with their employees showing them accepting fault for this issue.

  

  Business Response

  Date: 07/30/2024

  *****, we appreciate you bringing this to us so we could look into the matter. We understand how unexpected costs would be upsetting, as well as a delayed timeline to receive a refund for these charges. We sincerely apologize for this inconvenience. As referenced in your complaint, our refund process requires several stages of review and approval which can often take a few weeks to complete. Understanding you have already experienced a lengthy delay, we escalated your concerns to our Customer Excellence team in hopes they could expedite the process. As communicated with you, our Finance team has now requested your bank wiring information through Case ********. Once our team receives this information, we will be able to issue the refund directly to you. We look forward to resolving this for you and continuing to support in any way we can.

  Customer Answer

  Date: 08/12/2024

   I wanted to update the status of our case.

   

  We we're finally refunded the money on Friday 08/09/2024.

  Thats about the best outcome we could hope for.

  I would still think that this should be a warning to other businesses, essentially we were ignored and run around until filing a complaint in virtually every public place we could find.

   

  Thanks to the BBB for helping us finally receive a refund.

• Initial Complaint

  Date:07/15/2024

  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.

  On June 20, 2024, Avalara Inc. charged our company $601.09. We have had one meeting and two conversations with their support team to determine what this charge was for. It is not part of our contract, and no one at Avalara has been willing or able to tell us why they charged us or what this is for. Each time we contact their support team, we are told the issue is with Accounting. When we ask to speak to someone in Billing or Accounting, we are told that those people do not talk to customers. We have not heard anything since we opened the original ticket on June 27. The issue remains in pending status in their support system. Every once in a while, the last update date changes, but there is no resolution or communication with us. We are requesting a full refund of this charge.

  

  Business Response

  Date: 07/23/2024

  *****, thank you for raising your concerns with us here. We understand how unexpected costs would be upsetting and we apologize if billing expectations were not clearly expressed. Following your complaint, our Customer Excellence team reached out to explain that your AvaTax Usage was automatically upgraded to the ***** Tier when your API Calls went over the previously 500 Tier in the middle of your term. We understand from this conversation that your team is looking into your reports to cross reference. We remain committed to supporting you and ask you to continue working with the Customer Excellence team directly so that we may answer your questions and resolve any additional concerns you have.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21990458
  
  I am rejecting this response because:

  1. I have requested a mathematical breakdown of the charges on three separate invoices in June. Those I spoke to on the phone could not explain how the charges were arrived at on the $601 invoice. I have also requested a call to discuss this. To date, the person who promised to set up a call has not responded back.

  2. I have referred the transaction calculations to our POS provider (POS 360). According to POS 360, there were ~1800 transactions. However, Avalara says there were ~4900. No one has been able to explain why there is such a great discrepancy.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/06/2024

  *****, our Customer Excellence team provided a spreadsheet showing the *** calls that drove your billable usage on July 19. In this email, we also provided links to our product terms (******************************************************************************) and a link to a video explaining Avalara AvaTax Usage (*******************************************). Both of these resources help explain the breakdown of your usage. We have attached that email here for your convenience. Our records indicate you forwarded the information to 360 POS to review. We understand from their response on July 22, their logs were showing closer to 1800 because they were tracking the *** calls per transaction at lower rate; They indicated they'd pull a report for you. We have attached this communication.  

  Since those emails, our Customer Excellence team reached out twice to check in on this concern (July 29 and Aug 6) with no response from your team. We have attached both of these emails here for your convenience. 360 POS responded on Aug 6 saying that the *** report is accurate according to their records.  

  We remain committed to continuing to support you and answering the questions you have about your usage. Please follow up with our team so that we may assist in any additional concerns.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21990458
  
  I am rejecting this response because:

  1. The transactions reports provided do not address the simple request our company has made, which is to provide the math that shows how the June invoices for $85.87, $55.45, and $601.09 were calculated. The current monthly rate we are paying is $156.68, which is a delta of $70.81 over the original contract amount of $85.87. There is no math that adds up to the additional charges of $55.45 and $601.09. I have repeatedly asked for the math showing how these numbers were calculated. So far no one at Avalara has explain them. The only answer I've received is that the system "automatically" calculates the amount on the invoices. The translation here is that they can charge whatever they like with no transparency in how the calculations are done.

  2. The transaction numbers are triple what we told by the Avalara salesperson when we signed the contract. Further research has shown that our point-of-sale provided (POS 360) misunderstood how transactions were being calculated by Avalara on an individual invoice when they designed the interface between their system and Avalara. During testing with POS 360, Avalara did not catch this mistake. The result was that we were assessed three times the number of transactions we should have been. Technically, this was a problem between POS 360 and Avalara. Our view is that we should not have to pay for poor testing between these providers. However, because of the fantastic support we received from POS 360 in addressing this issue, we accept the contract adjustment to $156.68 for the balance of the contract with an understanding that it will return to something close to the original amount in January.

  In summary, we are very disappointed with the lack of transparency with Avalara. All communication has been through email. They have not been willing to talk to us on the phone. In contrast, POS 360 set up calls and walked us through how we ended up in this situation, clarifying the problem, and reassuring us that the problem was corrected.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/20/2024

  *****,  we understand your Account Manager was able to connect with you on the details of the charges in question. To reiterate what was discussed on that phone call, we have provided the detailed breakdown of these invoices below:  

  Invoice INV-****** for $85.87: This amount covers your AvaTax *************** Charge ($78.03) and the Monthly Connector Fee for AvaTax ($7.84).

  Upgrade from 500 to 1000 Transaction Tier (May 2024):
  Invoice INV-****** for $55.45: This invoice reflects the adjustment from the 500 transaction tier to the 1000 transaction tier. It includes a reduction for the 500 tier and a charge for the new 1000 tier.
  Invoice INV-****** for $601.09: This invoice covers additional upgrade charges for your AvaTax Usage beyond the adjustment in INV-******.

  Post-Upgrade Billing (Starting June 2024):
  After the tier upgrade, invoices are based on the 1000 transaction tier and are billed monthly. The invoices for this period are: INV-513814, INV-******, INV-828528. Each of these invoices is for $156.68.

  We understand our team has requested to schedule time with POS 360 to align our usage calculations and provide you with more accurate usage expectations moving forward. We look forward to working towards a solution that best supports your team. 

  Customer Answer

  Date: 08/21/2024

   
  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:07/09/2024

  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.

  We have had an ongoing issue since March 7th 2024 and Avalara is refusing to respond or provide a resolution. We were emailed on March 7th with "Notice of Suspension" for non-payment. That was the first time we heard there was an issue with the auto-payment that was set up. We looked at our pending invoices and noticed two invoices we did not understand what they were for. We tried paying the invoices but the system will not allow a payment to go through even though there are no problems with the cards. We replied asking for an explanation of the invoices but did not get one. We also explained that the system would not allow us to pay the invoices and received no assistance. We were told that accounting was looking into it and would get back to us. That never happened. We opened a support case in April trying to find a resolution and explanation of charges. No one has responded to any of our messages since April 26th 2024. We have been sending emails and messages constantly to support and our account manager ***************************** but no one has responded for months. We received another "Notice of Suspension" email July 8th 2024. Our account will be suspended on July 15th. We replied mentioning all of the above. Still no response. We also tried paying invoices again through Avalara's billing section and the same issue occurred. There is now a huge outstanding balance of over $13,000 - 5 different invoices and we only recognize one of the invoices based on what we were charged last year. Any late charges need to be removed as it is not our fault Avalara's system isn't working and their employees don't care enough to resolve a simple issue.We don't know how else to get someone to help us so we have come to the BBB to hopefully get a resolution. We are not being valued as a customer and it seems that a lot of people have the same complaint. Avalara is non-responsive and their account managers are a joke.

  

  Business Response

  Date: 07/19/2024

  ********, thank you for bringing this to our attention so we could look into the matter and resolve. We understand how receiving a Notice of Suspension would be alarming and we apologize that you did not receive proper follow up communication regarding this. 

  We have confirmed that your account is active and there are not any outstanding invoices that pose a threat towards suspension. We understand our Customer Excellence team reached out to share this update as well as provide explanations to the invoices in question. We remain committed to supporting you and ask you to continue working with the Customer Excellence team directly so that we may answer your questions and resolve any additional concerns you have.

• Initial Complaint

  Date:07/02/2024

  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 January 12th I emailed Avalara and put in writing that I want my account closed and canceled. I was emailed back by our rep; he said it had to be a phone call. That made me very uncomfortable, so I left my request in writing January 2024 On March 3rd, I emailed back and said I had been A former customer and was no longer and wondered why I had withdrawn from Avalara in ***************** This was the first time I was ever told I had to put my request into special writing; I guess there is a special form you have to fill out, and if you don't do that 30 days before your renewal date, you have to stay? But it was not until March 3rd anyone spoke to me about this, my renewal date is like the last day of February. I told them again I wanted to cancel. I had started filling out the form, and I got scared that Avalara was going to pull money from my account for my "subscription" because at this point, they had NOT billed me for my subscription. I assumed they did not bill me on my renewal date because I had put my request in writing to leave. I asked if I would be billed if I left. After a few unanswered emails, I was told I was being transferred to a new rep. I asked this rep if there were a fee for leaving, he said I would owe $8,939 to leave. After back & fourth with him on why that is not fair, I told him I was not going to pay that, he said I already did, I said no I have been checking. Well, I was billed THAT DAY. When I asked why I was billed so much later than my renewal date, he said there was a change in the billing policy. I kept asking what the change was and he won't tell me I just want my $8,939 back, how can they bill me on April 3rd if my renewal is in February? Every time I wanted to talk about canceling, I was ignored. I keep asking for help to get it to at least STOP filing on my behalf, and they said they won't help me, and it'll file until I stop it. I revoked auto pay in April and they ignored that too.

  

  Business Response

  Date: 07/10/2024

  ****, thank you for giving us this formal opportunity to address your concerns.

  After receiving your complaint and numerous social media comments, our team looked into your account to address the claims against Avalara. We reviewed the email you sent to your account manager on January 12 that is mentioned in your complaint. The email states you dont know that you want to renew and asks for clarity on the renewal process. We have attached this email to our response here for your convenience. The account manager did respond asking for your contact number in order to explain this process, as you requested. Our team did not receive a follow up from you on this email interaction. Additionally, the account manager sent two emails on January 31 to *********************** who is marked as the primary contact on the account to discuss the renewal but we did not receive a response from *****. We have also attached that email communication to this response.

  To further ensure Avalara has upheld the terms and conditions, we confirmed with our records that the automated renewal emails were sent to your contact on file. Please see the attached screenshot showing two separate renewal notices were sent on Dec 2 2023 and Dec 30 2023. Those emails provide an opportunity to review your account in full with us prior to renewal and explain the process for cancellation or amendment to any services.

  Since we did not receive a cancellation request prior to renewal nor a follow up to our multiple emails in January, the account automatically renewed, per our terms and conditions, on February 1.

  We also understand there was some confusion around the billing timeline for which your account manager provided an explanation through email. To clarify, your 2024 subscription invoice (INV-229893) in the amount of $8,969.40 was posted on February 29. As explained, we recently updated our financial systems and so there was a small delay for which the payment was billed. 

  Our team confirmed on July 2 that we received the completed cancellation request and your subscription will not renew for the 2025 subscription term. We are committed to supporting you and your business through the remainder of this term.

• Initial Complaint

  Date:07/01/2024

  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.

  We cancelled this product because it did not properly integrate with Qucikbooks (as Avalara promised). It caused numerous invoice issues that made us look very disorganized to our clients. We are kindly asking for a cancellation as of 5/31/2024 and a refund ******** (amount accurate as of 7/1/2024) and no further charges. We have contacted Avalara numerous times via phone, email and website support. Our account manager does not respond to emails or voicemails.In addition, Avalara is no longer filing sales tax returns on our behalf, but they continue to take money from our accounts and refuse to let us out of the contract.

  

  Business Response

  Date: 07/11/2024

  Hi *******, thanks for bringing this to our attention. Following your complaint, we escalated your concerns to our Customer Excellence team who researched into the account. The team discovered that Quickbooks Online appeared to be successfully integrated with your AvaTax account in Jan 2024 and that there were transactions synced between QBO and AvaTax following implementation. The team also looked into the support case that was created for an incorrect taxing issue, and noticed the ticket was requested by your team to be marked closed in May 2024. Our team reached out to you providing this information along with our cancellation policy, but we understand from your response that the findings reported were not aligned with your experience and you are citing the connection is not performing correctly. Our team has involved support to look further into the concern so that we may learn the full scope of the issue and provide our best recommendation for solution. We remain committed to supporting you and we appreciate your patience as we work to handle this case.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21929584
  
  I am rejecting this response because:

  Case #******** was not resolved on 05/23/24 with a solution from Avatax Support. It was resolvedmeaning the meeting ended and the rep closed the casebecause Avatax was not able to come up with a solution and the rep agreed that Quickbooks online was making it really difficult for Avatax to continue its integration. Please rewatch that meeting and explain to me how you would have solved the integration issue when your rep did not have a solution. If your product worked we would not be having this issue. We are only having this issue because we wanted a sales tax solution and Avatax misrepresented their capabilities in regards to a QBO integration. Again, feel free to make this right by reworking our integration so we have 0 issuesas was originally promised to us.
  
  
  Therefore I am steadfast in my belief that Avatax did not hold up its end of the agreement. Your products caused us nothing but issues. The integration with QBO that you all promised was perfect in inherently flawed. We had invoices default to charging double sales tax and we had no less than 100 clients overpay their invoice. It made us (and you) look inept which I hope you would agree is completely unacceptable.
  
  
  Because of all of this I am again asking that you waive the lovely terms and conditions you so helpfully copied and pasted and allow us out of our contract now.

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

  

  Business Response

  Date: 07/23/2024

  *******, thank you for giving us the opportunity to review your account, support cases, and recorded meetings with our leadership team. Following our review of these items, our Customer Excellence team provided you with the update below: 
  

  During our review, we confirmed that there were two issues discussed in Support case #********: 
  1) The first issue where tax calculation was delayed by ~3 min on invoices. Support acknowledged that this was a known issue with Quickbooks Online and that our Engineering team was actively working to reduce the tax calculation delay. They could not provide an ETA for resolution during the call as the initial update was rolled back due to issues that came up during testing. Additionally, this issue was the result of an update that QBO made to their Estimate form. 
  2) The second issue where there was double tax showing from both QBO and AvaTax showing on invoices. Our Support team was able to walk through how to inactivate ************ in *** so that AvaTax would be the only source of the tax calculation - preventing further duplicate tax calculations on transactions going forward. However, we understand that the call ended without moving forward with the changes suggested by Support as ***************** decided to cancel the AvaTax account instead. 
  

  Avalara attempted to work with ***************** Inc to help resolve the issues described above, including a live walk-through on how to resolve the second issue. Support also confirmed that our Engineering teams were actively working to reduce the wait time for the tax calculation delay issue. Ultimately, ***************** decided to cancel the contract with us. However, the Avalara terms stipulate that in order to receive a refund you must send a notification to cancel services within 60 days of signing your service agreement. 
  

  We understand your request is for us to waive our Terms and Conditions, so our team made a request for an exception to our cancellation policy. However, Leadership determined that due to the efforts made to resolve your product issues and the timeframe that the cancellation request was submitted (05/30/24), Avalara must adhere to our Terms and Conditions. We remain committed to continuing to resolve the concerns with you. Please follow up with our Customer Excellence team directly on how we can continue with the resolution plan.

• Initial Complaint

  Date:06/28/2024

  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.

  We have tried to work with ******************************* (since March/April) and ********************************* for months now to get our AvaTax bill adjusted since we have very few sales and don't need the expensive assisted support at this time. He never got back to us and then he punted us to ********, who also did not follow up after our video call to see if the bill to renew our AvaTax could be adjusted. *** now said the bill has been issued and we can't alter it, and tells us we should have filled out a cancellation form prior to *** for the Assisted Support. This is very poor service. ****** never should have left us hanging for so long despite us being very pro active to address this ahead of the renewal time and constantly reminding him to please follow up with us. We have the emails. This is in regard to Invoice INV-******.

  

  Business Response

  Date: 07/08/2024

  *******, thanks for bringing this to us here so that our team could step in and improve your experience. We understand you were attempting to downgrade some services with us and we apologize that you did not experience a smoother, quicker process with this at first. Following your complaint, our Customer Excellence team jumped in to expedite these requests and our representative was able to get approval for the following downgrades: Assisted support price reduction from $2750 to $750, Avatax tier downgrade from 500 tier to 250 tier. As communicated with you by our team, there is still a credit request in the approval process, but our team remains committed to overseeing your case until full resolution. We appreciate your patience and we look forward to continuing to support you as needed.

  Customer Answer

  Date: 07/08/2024

   
  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. We are optimistic that they will follow through with the credit in a timely fashion.
  
  Sincerely,
  
  *******************************