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August 2025 by David Crane
We have been an Avalara customer since 2017 and, until this year, were generally billed around $266 annually, with only modest increases. In 2025, however, our renewal invoice suddenly jumped to $2,808.69 — more than ten times what we had previously paid. The billing process was confusing and, in my opinion, misleading. The invoice included three different dates (Service Period: 7/26/25–7/25/26, Invoice Date: 7/28/25, and Due Date: 8/12/25), which caused me to misunderstand when our renewal actually went into effect. In addition, I discovered that we were being charged for “connectors” we do not use and that were never billed in prior years. When I reached out to Avalara, I explained that our business volume has dropped significantly and asked for one of three options: (1) cancellation, (2) proration for the time already used, or (3) a downgrade to a lower service tier. Instead, I was told that cancellation would only be possible if I first paid the full invoice. Since then, our Account Manager has been removed from our account and replaced with a generic “Customer Success” link. My follow-up support ticket, emails to Customer Success, and replies to Avalara’s finance department have gone mostly unanswered. I feel Avalara has acted unfairly and deceptively by implementing such a drastic price increase without explanation, billing for unused connectors, and refusing to provide any reasonable flexibility despite my long history as a customer. I respectfully request that Avalara either cancel this renewal without payment, prorate the invoice so that we are billed only for the time used, or, at minimum, adjust the charges to fairly reflect our actual needs: a lower service tier, removal of all connectors, and pricing in line with past renewals.
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February 2024 by Dan Cassuto
UPDATE: Avalara has not resolved any issues. They're quick to reply to their negative reviews, but they're absolutely awful at responding to emails.I must echo the other comments. Avalara's customer support is terrible. They do not respond to emails. After several follow-ups, they send you a link to an FAQ page on the website. My "account manager" has never responded to one single email. I'm sure they'll reply to this review with a customercare email address -- but they won't respond to that either. Very disappinting.
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August 2023 by Guillaume M.
They didn't set up my account properly. they made an early payment to the CA Tax for no reason, and didn't file anything while doing so. then, they didn't file my tax on time, and I received a notice of delinquency. the worst is I gave them 3 weeks to fix the issue, and they didn't do anything except finding excuses, and telling me about "' backfiring" . I fixed the issue myself in 5 mins calling the CA Tax department. in the meantime, they were never answering any email, they didn't seem to care about my issue, or lose me as a client. Horrible- DO NOT USE !!!
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August 2023 by Reena R.
As everyone else has already said, Avalara is complete trash. There's always something wrong and customer support is not helpful. They outsource their call center so when you call you don't get a solution or troubleshooting, you get a ticket and the person emailing you isn't helpful either. They have been filing zero dollar returns for the past 2 months! Ridiculous.
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August 2023 by Jenny K.
We haven't been able to get through the initial onboarding process as it seems others haven't either. After 4 months of trying with little to no support, I have canceled the service which I never got to even use. Now they are deciding if they will give me a refund, even though they have provided no services at all. I'm not holding my breath. Really disappointing!!!
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July 2023 by Erin B.
This was the worst customer service experience I have ever had. They took 6 weeks to file my business license and then we found out they used the incorrect mailing address! There was no way to reach a person directly and it takes 2 weeks for someone to finally call you back.
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July 2023 by Nick S.
This is a review only on the Avalara sales tax report format. We register sales tax accounts, process reports, and file sales tax returns in all states and locals for many domestic/international companies that use various sales tax software vendors/sales channels such as Vertex, Avalara, Amazon, Walmart, Shopify, and many others. Many of our clients use Avalara for tax calculations and they use our managed filing service to file the returns. We would either receive the monthly Avalara report from clients or we login to download it. There are a few different report formats and we use the one with the needed columns that allow us to distribute taxes to the proper jurisdictions after combining reports from all sales channels.Over many years, we have not yet experienced any outage or difficulty to download the Avalara report and so there was no need to contact Avalara for any support. We have no visibility on our client's experience with integration or other interactions with Avalara. Many users with large taxes come to our managed filing service for one reason or another. The Avalara report availability has been reliable over the years except that some new columns were added a while ago which required us to reconfigure our setup. This is a minor event.We are happy with the network availability of the reports and hope it continues.
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June 2023 by Ben M.
Have not been able to get through the onboarding process and the "onboarding specialist" and account manager won't respond to emails.Has anyone heard of a class action lawsuit we can possibly join? They have been collecting our money and providing nothing in return for some time. They are really good at billing. Delivering service? Well, we are still at zero for over a year, so, no.
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May 2023 by David Yin
I just switched to use Amazon VAT filing service and the service provider is Avalara. Terrible service is already overstated. There is no service at all. Even during transit period, I have issue with " Additional VAT Report" and have issue with DE VAT filing ( by the way, Avalara changed our DE quarterly filing to monthly filing without our consent." I sent emails to customer support... no reply at all. I think Avalara's strategy is to use low price killing all competitors and then let customers DIY in their so-called system. I don't mind DIY, but the lack of support for seller without an accounting background and international vat experience is impossible to make it right.... I write this review to let the other EU sellers know my experience.
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May 2023 by Googelneeds Moreprivacy
Do not renew your contracts with ATR!
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May 2023 by Sabojonii H.
I agree back in 2019 when we started with Avalara, implementation was a nightmare. They were not at all helpful, I had to figure most of the integration myself, and for that I give 2 stars. To this day, it has gotten better. However their services are way overpriced.
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May 2023 by Raen L.
Don't know much about how the company works once you can actually get your account going but I've been trying to get my account integrated with my company for months and have talked to multiple people and NONE of them can help me. They don't even try. They just say "yeah its not integrated, call this person ___" and then the same thing over and over. And it's difficult to even figure out how to contact customer service. After months of trying and now seeing the terrible reviews here I am giving up and moving on.
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April 2023 by Shaila A.
Terrible terrible terrible! Avoid at all costs! I signed up for their service due to GoDaddy recommendation. I later found out that my sales tax license was never even registered in my state. I then went to look through my account and they claimed to have filed my returns for the past 3 months! How could you file something with the state when I was never registered and not making any sales? Regardless of that, I was sent an invoice for up to January 2024 for $183. Chatted with support and was told they would fix the issues and send a new invoice. But they already charged my account! Now I have to contact my bank. Seriously so annoying. Just do what you said you would do in the first place.
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March 2023 by Mr. Cooper
There customer service is as bad as there lazy man commercial. In fact I think that terrible commercial is inspired by the true events of their sloppy customer service. Do yourself a favor and find a different service provider.
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March 2023 by Cindy Y.
How I wish I knew that Avalara was on Yelp also before deciding to sign up with them.This company has so many problems specially with their customer support like most of the reviews say.1. Support takes forever to give you a solution and sometimes is not a solution. It is a hit or miss to get someone that really knows how to fix your problem with the system or any question that you might have.2. You don't get training on how the system works, you learn as you go, you are basically on your own after implementation.3. They charge you for everything and when they charged you "wrong" they can go back and say that they cannot honor it because it was not internally approved! WHAT??? It's not customer's fault that you have internal communication problems. How are we able to know that it was not INTERNALLY APPROVED? Your Sales/Account Manager processed the sales agreement per agreed with the customer. After you signed, they can come back later and say that they cannot do honor the processed agreement between Account Manager and Customer. What kind of company does this???4. Some people are RUDE, just plain RUDE. I hope this review will help new companies that are looking into work with Avalara. If I were you, I would stay away from them.I thought they were the best in the industry...
