ComplaintsforAvalara MyLodgeTax

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I was quoted by Avalara for 6 licenses for my LLC. I paid around $500 for them. Upon delivery, I was told I didn't need six but only two. When I looked at the two licenses, I realized I only received one. In the last email they sent, they apologized for the issues and told me they would update me with the license they missed. That was six days ago. Two days ago, I sent an email asking for the update with no reply. I am currently giving them 24 hours to at least update me. After I posted this, I received an email 15 minutes later. They gave me the email of the filer and told me to contact them. They filled my business registration in under 1 minute, according to CO registration, which led them to making the mistake of using my SSN as a FEIN. I'm done trying to contact them. I will have to do the filing myself. I paid over $500 for 6 licenses and only received two: one correct and one wrong.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 is a scam, typical of them or total incompetance.

  Business response

  01/12/2023

  Hello ***** - 

   

  I apologize that you were unhappy with your experience with MyLodgeTax and the delay you experienced in the License Setup phase. Our records indicate that you purchased your property subscription on 9/6/2022, which means your TPT license should have been setup, effective 10/1/2022. Our records indicate that there was a delay in the license setup process; causing the system to push the effective start date back to 11/1/2022. MyLodgeTax understands the frustration in having your license setup delayed and sincerely apologizes for this inconvenience. These delays are not typical of our service and generally remain on target to obtain licenses for users in the standard 5 - 8 week timeframe.

   

  I also see that the Monthly Subscription Fees and Setup Fees were refunded to you promptly. Your net payment to Avalara MyLodgeTax is $0.

   

  Thank you for submitting this feedback.

   

  Best,

  
  *************************

  Sr. Onboarding Specialist

   

   

  Customer response

  01/14/2023

   
  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.  The resolution not from what has been noted in this email as it is not entirely correct.  I don't know that it is incorrect intentionally as there seems to be some great miscommunication and misunderstandings internally with this company.  That is correct that it was supposed to be done by Oct 1st - as I was initially told when signing up.  Upon this date passing, I had not heard from anyone and followed up for which I was then told Nov 1st.  Upon this date's passing, I again followed up as no one again had reached out to me, and really did not get an answer other that they were working on it.  By mid-December it still was not complete when I filed my first BBB complaint.

  The fees again were not promptly refunded.  This took many attempts and a second BBB complaint, after they stated in response to the first complaint that they had refunded it and that it should in my account in 5-7 business days.  It was not until my second BBB complaint that the full amount was refunded which I just recently received so am accepting the final outcome - however they have cost me much more in the downtime waiting and waiting and following up and following up and not getting any response, follow through, or completion.  ************ is a complete mess and if they have any integrity, they need a complete overall operations and in all levels of management.  I could not recommend anyone in working with them in its current state. 
  
  Sincerely,
  
  *******************

*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. ↩