Avetta review: Legitimacy of Avetta's services and billing practices

CAUTION TO SMALL BUSINESSES CONSIDERING AVETTA: Know exactly what can trigger additional charges before you sign up.

We enrolled in Avetta's basic plan after their sales representative strongly emphasized that it was necessary for us to remain compliant with a major medical company. We were then repeatedly urged by Avetta emails to update our company profile.

What Avetta did not make clear to us was that a seemingly routine profile change could move our account to a higher tier. We made the change—and were hit with an unexpected invoice of approximately $1,250.

When I immediately tried to cancel and obtain a refund, the sales representative who had been responsive while selling us the service stopped responding. Customer Service said they could not resolve the issue and referred us back to the same sales representative—who continued to ignore our communications.

Adding to the absurdity, we are consultants who did business with the runderlying client once, nearly 10 years ago, and have no ongoing need for this service.

We have disputed the charge with our credit card company and intend to file complaints with the BBB and Federal Trade Commission.

My issue is simple: transparency and accountability. If updating a company profile can trigger a substantial additional charge, that should be made unmistakably clear BEFORE the customer makes the change—not after the invoice arrives.

Based on our experience, small businesses considering Avetta should carefully examine the tier structure, upgrade triggers, cancellation terms, and potential charges before enrolling.