Sage 100

Does Avalara generally not answer their phones or respond to Customer Emails? Customer's case was elevated to Level 3 Tech, she has sent a follow up email and I just sat on hold for 20 mn, no answer. Not a good experience!

Have had similar experience recently. Rarely call them , so don't know if this is the new norm. (Years ago it wasn't.)

I NEVER receive any response from their support email either.

Recently we have found that this only happens on certain days of the week, namely Monday-Friday ....

When you log onto their dashboard, do you see their account manager? If not, try Brandon.Cole@Avalara.com. He is our account manager's manager. Met him at their A List event in Minneapolis a couple of weeks ago.

**LOL** - @JeffFiddelman

If anyone has an alternative sales tax solution, I have a customer who would love to know...

I read a 2016 review from CPA Practice Advisor on 8 sales tax programs, including Avalara. It was geared toward CPAs, so it may not have included everything, although in searching on-line, I did not discover any others. AvaTax did have the highest rating of 5.0 stars. Others at the 5.0 star level were CCH SureTax and Thomson Reuters ONESOURCE Indirect Tax. Most of these do not have an easy, seamless connection to accounting software like AvaTax does. AvaTax is still the best for integration. You need to have contacts at the sales level from Avalara, as @ThereseLogeais mentioned. Sales and account people are readily available (because they always assume there is a new sale on the other end of the line) and they do not want issues because it's bad for business, so they can get you to whoever you need.

Escalated to our acct mgr and its now being handled.