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

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

  
• 

  Avalara, Inc.

  512 S Mangum St STE 100 Durham, NC 27701

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:04/30/2025

  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.

   
  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,
  
  ***** ********

  

  Business Response

  Date: 05/08/2025

  *****, thank you for taking the time to share your concerns. We understand this transition has been challenging for you, and were sorry for any frustration caused during your migration away from Avalara.
  We want to directly address your concerns around the Q1 2025 return remittance. While we acknowledge the charge of $129,422.21 withdrawn on April 14, 2025, we can confirm that the funds were remitted to the appropriate statesincluding Californiaon April 29, 2025. Our team also shared this information in response to the related case you submitted (Ref. ********), and it appears that you received and acknowledged that communication. 
  Regarding your access to the state portals, we understand how inconvenient it must be to reset login credentials post-cancellation. Our Compliance team has been actively trying to assist you with this issue. Weve reached out multiple times to schedule a call, including emails sent on May 1 and May 5, and voicemails and follow-up emails on May 6 and May 7. Unfortunately, we havent received a response, which has limited our ability to provide the support wed like to offer. 
  We remain ready and available to help you resolve these access issues. If youre willing to reconnect, wed be glad to set up a time with our team to walk through the portal access concerns step by step. Please follow up with the Customer Excellence team directly to continue this resolution. 

• Initial Complaint

  Date:04/28/2025

  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 use less that a dozen transactions a year. Avalara were charging me $118 a year for three years. This year the fee jumped to $1100 without warning, auto billed. I tried to correct the issue, but there was no discussion. They recommended I cancel. I did, but they will not refund the money. They say there was a discount, but I was never told there was a discount, and there is no discount represented on my previous invoices.I want a refund for this year as I have not used the service in any way.

  

  Business Response

  Date: 05/07/2025

  ****, thank you for allowing us the opportunity to address your concerns. We understand how unexpected costs would be upsetting and we apologize if pricing expectations were not properly communicated. 
  We appreciate you taking the time to meet with our team and work toward a resolution. As agreed, Avalara will provide an amendment to the renewal pricing for the 2025 term following the withdrawal of your cancellation request. Please continue to stay in touch with our team for updates as we move forward with this process. 

• Initial Complaint

  Date:04/09/2025

  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.

   
  Complaint: 23182363
  
  I am rejecting this response because they continue to place blame on me instead of provide the correct justification to the state of **********. I rely on Avalara and their tax experts to file correctly. When that was not done, but place blame on me saying that I did not set up the tax codes correctly. Avalara set up the tax codes, not me, this is why we hired them
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 04/18/2025

  ***, thank you for bringing your concerns to our attention. We understand how unexpected costs can be frustrating, and we sincerely apologize that obtaining support for this issue has been challenging. 
  After reviewing your account, we noted that MFB Fertility has submitted a total of nine notices related to this matter. Each of these notices was closed with a customer action required. It is standard procedure for the state to request justification or explanation for reported exempt sales. Once this information is provided and accepted by the state, the notices are typically resolved, and no further action is required. 
  Please note that Avalara files state returns based on the information selected and provided by MFB Fertility, including applicable Tax Codes and any customers who may have supplied exemption certificates. As such, the responsibility for justifying the exempt sales lies with MFB Fertility. 
  Our team has reached out to share this information and suggest a solution: that MFB Fertility contact the ********************************, acknowledge the notices, and provide details on the types of products and/or services sold, along with any relevant exemption certificates received from customers. 
  We remain committed to supporting you through this process and encourage you to continue working directly with our Support team for any further assistance. 

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23182363
  
  I am rejecting this response because Avalara filed our taxes in ** for over a year wrongly. They got multiple messages from WA about the errors and chose to ignore them and is now blaming me for not providing WA state the right information. If it was that easy it would not have gone on for almost a year. I talked to ** directly several times and they said they needed information from you. I contacted you several times and you just give the same answer "it is our responsibility" We hired Avalara to file our taxes because they were supposed to be the expert but instead I was supposed to know. If I could file taxes myself I would not have needed Avalara. This is why I feel they have failed us. It has been the most frustrating experience working with them. Between this, our disaster account set up, consistent errors with payment processing and transaction errors, Avalara has cost our business well over $20k. I would have expected much more from a company that claims to be the best. Why can't you just accept responsibility for this error and make it right? If you don't learn how to treat your customers, you will lose everyone. You used to be the only option, but many more are available now so better be careful with your deceptive business practices. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 05/02/2025

  ***, 
  Thank you for sharing your concerns. We understand how frustrating ongoing state notices can be, and we appreciate the opportunity to provide further clarification. 
  As mentioned in our previous response and through direct communication with our team, it is not part of Avalaras standard practice to select tax codes on behalf of our customers. To confirm this, we reached out to the implementation consultant who was assigned to your account and thoroughly reviewed our internal records. We found no indication that Avalara selected the tax codes for MFB Fertility. 
  Additionally, the tax codes currently in use are mapped outside of the AvaTax portalthis environment does not allow Avalara to apply or change tax code mappings, reinforcing that these selections were made independently. 
  In an effort to further support you, our team contacted the ******************************** on behalf of ************* to gain more insight into the notices. A representative confirmed that the deductions listed under the "Other" category were disallowed because the department requires more detailed information about the items or services being sold. 
  While Avalara prepares and files returns based on the data provided by *************, only you can provide the explanation the state is requesting. The next step will need to come from your teamby contacting the ** DOR directly and explaining the nature of the exempt sales or deductions. 
  We remain committed to supporting you within our scope, and were here to offer further guidance if needed. Please dont hesitate to reach out to our team for additional assistance. 

• 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.

   
  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,
  
  ******** ******

  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. 

• 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.

   
  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,
  
  ****** ******

  

  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. 

• 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.

   
  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,
  
  **** ***********

  

  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. 

• 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.

   
  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,
  
  ******* *****ts. 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: 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.

  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.

  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: 03/12/2025

   
  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

  

  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.

• 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.

   
  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,
  
  **** ******

  edatory 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.

  

  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.