Avalara - where your needing support isn't our concern.
July 17, 2023
Avalara - where your needing support isn't our concern.
Score 1 out of 10
Vetted Review
Verified User
Modules Used
- AvaTax
Overall Satisfaction with Avalara
Signing up was easy and completed in a matter of minutes with a real person on the phone. After that, it was all downhill. Support is the worst of any company we deal with. Don't expect a real person to ever call you. Its all done by email. Employees all work from home so they lack any personal skills outside their little box. I email them a question and don't hear back for a few days. Then they explain I just need to login and everything is on my account page. They take money from my card with no explanation as to what all the "fees" are. We just paid a 33.00 fine to the state for something. They claim in Email "that shouldn't have happened" Well - no S**T ! No refund. Then they took 100.00 too much last month and will issue a credit. We actually had some kid call us last week about a billing problem, but he said he works remote and isn't in billing - we need to contact them. Well, good luck. Hope their emails make it to my inbox and not my spam folder.
At this point, I plan to just lick my wounds, suck up a 3000.00 loss and cancel everything. Even in the ratings, SUPPORT rates a 3 out of 10. How in the world did they even rate that high.
As for the Avatar system - I can't even rate it as a 10 when I get a bill with 3 different "fees" and no explanation as to what the fees are for. A 700 dollar tax bill with a 1400 debit to my account for 3 "fees"? I think a lot of their ratings are fake BOTS when you see nothing but a glowing report with -0- negative issues. I plan to shop around and find a different provider, but this experience has been so bad I may just have to keep it in house.
At this point, I plan to just lick my wounds, suck up a 3000.00 loss and cancel everything. Even in the ratings, SUPPORT rates a 3 out of 10. How in the world did they even rate that high.
As for the Avatar system - I can't even rate it as a 10 when I get a bill with 3 different "fees" and no explanation as to what the fees are for. A 700 dollar tax bill with a 1400 debit to my account for 3 "fees"? I think a lot of their ratings are fake BOTS when you see nothing but a glowing report with -0- negative issues. I plan to shop around and find a different provider, but this experience has been so bad I may just have to keep it in house.
- calculates tax for every single invoice in a matter of seconds
- Only reply by emails.
- They never pick up a phone to call.
- The don't forward emails to the proper person to handle
- Introduce the employees to a phone.
- Assign a specific "account manager" for a customer to email for help
- Have a real phone that you actually answer at your main office (if you even have a "main office")
Do you think Avalara delivers good value for the price?
No
Are you happy with Avalara's feature set?
Yes
Did Avalara live up to sales and marketing promises?
No
Did implementation of Avalara go as expected?
No
Would you buy Avalara again?
No
- I think I have spent 2x more on taxes with Avalara "fees"
- Spend more time than before due to having to email, rather than just call to handle a simple question.
- Waiting 24-48 hours for an email response - then telling me to login to my account.
- ecommerce
very difficult if you're not a computer geek and up to par on the lingo they use
- Avalara Returns