Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 10th to now: 2 of my payments from clients are being held from me for dispute. When I call their phone, no one answers. I have left countless voicemails, chats, emails with little response back. This is my livelihood. They promise 24 Hour support through chat with less than 4 minute response times yet Ive gone days without an answer. Im worried that this is going to happen again in the future and this has ruined my trust in this company.

  Business Response

  Date: 08/24/2023

  Hello,

  On 8/22/23 we were able to make contacting with *************************. On 8/23/23 we explained what was happening with the refund she issued and the dispute from her client.
  Today, 8/24/23 I spoke with ************************* explaining the funds her the ************** have been collected and is now closed. Please see attached.
  
  We are also looking in to the delays in our response to her via chat and voicemail. 

  Best,

  ****

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Review Title: Unjust Dispute Resolution and Deceptive Practices by HoneyBook I am writing this review to share my deeply frustrating and disappointing experience with HoneyBook's dispute resolution process. Despite providing concrete evidence, HoneyBook chose to disregard the facts and side with the opposing party, leaving me feeling betrayed and taken advantage of.Background:During the dispute, my bank thoroughly investigated the matter and ruled in my favor, making the provisional credit permanent. The resolution clearly indicated that the dispute was unjustified and should have absolved me of any liability.Deceptive Practices:Despite this, HoneyBook ignored the evidence I presented, including client statements, recordings, texts, and documents. The company chose not to consider the evidence when resolving the dispute, raising concerns about their commitment to fairness and transparency.New Information:To make matters worse, during communication with the client involved in the dispute, it came to light that her ex-husband had fraudulently made the claim without her knowledge. My client provided substantial evidence to support this claim, including text messages and emails. However, HoneyBook did not take this new information into account, further highlighting their lack of integrity and disregard for truth.Unjust Liability:Despite the evidence proving the fraudulent nature of the dispute, HoneyBook still held me liable for the disputed amount of $2,631.45. This decision is unfathomable and leaves me questioning the company's motives and practices.Given the distressing experience, I will never recommend their services to anyone. The way they handled this dispute has shattered my trust in the platform and its ability to support merchants like myself.I hope that HoneyBook reevaluates its approach to dispute resolution and prioritizes the interests of its users.

  Business Response

  Date: 07/27/2023

  Hello Te,

  We are disappointed to hear your client's bank ruled in favor of your client and was not resolved in the manner which we had hoped. For a bit more insight here, if and when a client is to file a dispute for a payment or payments, the process and decision is determined solely by the issuing financial institution (your client's bank) - regardless of the payment processor you are using.  HoneyBook does not make this decision and only provides the evidence you provided along with information in your HoneyBook account for this project.
  
  The decision on who wins a dispute comes down to a judgement call by your client's bank and not HoneyBook. The bank does not provide any insight into how the particular decision was reached, so I unfortunately cannot say why the bank ruled in the manner they did, and why they did not find the evidence and information sufficient to rule in your favor. As your payment processor, I want to be sure to clarify that we are on your side in this process. We process payments for you and of course, when such transactions are threatened by a chargeback, we are here to step in and fight back on your behalf. While we cannot stop your clients from filing disputes (as this is an action taken independently on their own will with their credit card company, and is a risk when processing any sort of payment online), how we do protect you is by choosing to respond to disputes on behalf of our members, and guiding you through the process that *** otherwise feel very unfamiliar. While the banks decision is final and cannot be appealed, I want to be sure to emphasize that it in no way nullifies a contract, and contracts remain one of the best ways to protect from disputes. This means you *** take this further with your client in a court of law outside of the disputes process in an attempt to uphold the contract and recover funds if you so choose/ need.Thank you again, and please dont hesitate to let me know if you have any questions or if any additional information is needed.

  Sincerely,
  HoneyBook

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A client made a CC payment of $40,000 for a rush job that is due on July 7th, on June 26th, payment was supposed to be transmitted to my bank by 29th of June, it's already July 3rd, HoneyBook has refused to transmit payment to my bank. I have tried to reach their support team since June 29th till date but no single reply or response.

  Business Response

  Date: 07/07/2023

  On 7/3 we contacted ***************************** regarding this payment. We explained to him the payment was being held and will be refunded back to the card holder because he does not yet have enough payment processing transaction history to process a payment of this size along with several recent credit card disputes. Although not ideal, he confirmed and wanted to reach out to his customer first to let them know. Once he did that, he confirmed with us and we issued a refund to his client on 7/5/23. ARN reference number of the refund is: 24011343187000019979315

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use HoneyBook to run my design business. I've used this software since 2020, and have never had issues until now. A current customer who has made many large payments to me made a payment on 6/16. I had the system set up for instant payments. HoneyBook claimed that my bank rejected they payment. Which I called my bank and that was not true. The HoneyBook rep after HOURS of waiting for a reason came back to tell me that HoneyBook flagged the payment for being suspicious, because it was a large payment. This from a client who has been paying me with the same card, and has made larger payments than the one in question.I was told it couldn't be pushed through instantly because they can only do it within 30 minutes of the payment. Instead fhs payment would be deposited on 6/21. This payment is a critical payment as I support my family and business through my work. The deposit date was critical. Yet 6/21 came and the date was pushed back to 6/22 and no explanation. Now it is 6/22 and yet again they are pushing back the deposit date. There is no number to call, and you can only speak to someone on chat. At this point, I am moving my business. Sad part is, I was ALL IN with this company. Sharing with my clients how great this software was for business. And now it has come to this. If your payments are critical to your families livelihood, user BEWARE. They have horrible customer service. And you can NEVER speak to a live person.

  Business Response

  Date: 06/23/2023

  Today we spoke with ***************************** at ************ about the payment and have confirmed the $922.20 deposit is on the way. We have also provided a contact phone number of: ************ should she not receive the deposit by end of day, Monday 6/26. 

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 13,2023 I paid $2600 to Honeybook to pay invoice# ******-000055 to the Company Mansa Housing Solutions in which Honeybook served as the 3rd party invoice and payment processor but never gave the $2600 nor the $4600 to Mansa Housing. Therefore I was contacted by ***** rep stating they didn't receive the $2600 nor the $4600 and that I should be receiving a refund from Honeybook. I eventually received the refund of $4600 from Honeybook but never received the refund of the $2600 from Honeybook after several emails and voice messages only for no one to call me back or email me back with a resolution of obtaining my refund of $2600, I attempted to retrieve the $2600 via my bank. I tried disputing the payment with my bank Navy Federal who denied the dispute stating that I have to contact the Company directly and get refunded that way. Not stopping there, I even appealed the dispute decision but Navy Federal denied the appeal. At this point its over a month I have been waiting and actively trying to get my $2600 refund from Honeybook and they have completely stop emailing without returning my $2600 that should of been refunded to me around the same time there fund of $4600 was. Honeybook stole my hard earned money that my family and I so desperately need for I am a struggling single mother who was just trying to pay an invoice to only be taken advantage of by Honeybook.

  Business Response

  Date: 03/31/2023

  I spoke with ****** today and confirmed her refund is on the way. 
  
  It appears the refund was denied by NFCU and we have re-initiated it with a note. Although the denial of a refund is rare, usually when we resend it, there is no issue receiving it.
  
  I let her know it would take 3-5 business days to receive and if she does not receive it to contact me at: ************ and I would be pleased to research this further.
  
  
  Best,
  ***********************

   

  Please see attached for the message that was sent to ******. 

  
  

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted photography/videography/DJ services from ****** Media in August of 21. They used Honeybook to process my payment of half the total cost. In February of 2023, ****** media sent me an email that they have gone bankrupt and out of business without providing any services for my wedding in September of 2023. There is no way to get in contact with ****** media, they did not pay the vendors they connected me with so the vendors are not honoring the contracted price. I disputed the charge with my credit card company and it was denied because Honeybook said it was a valid charge. I have attempted to get in contact with Honeybook as my credit card company has requested that I provide them with a document stating Im owed a refund from ****** Media. It is virtually impossible to get in contact with anyone at Honeybook. I have left countless voicemails and never received a call back. Ive chatted with their supposed live agents who just give the same automated response. Finally one of the chat agents has responded that I need to work with the vendors because ****** Media isnt issuing refunds. Of course the company who went bankrupt isnt issuing refunds! As far as Im concerned, ****** Media has stolen $1450 from me and Honeybook was their accomplice.

  Business Response

  Date: 03/22/2023

  Hello,
  
  I spoke with ******* today and although the liability is with ****** Media we were able to facilitate the $1400 refund.

   

  Best,

  ****

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use HoneyBook project management software to manage the freelance design projects I do for web design. On 12/14/2022, one of my clients made a payment in the HoneyBook portal for $1,000 for her ********** Services. HoneyBook charged the customers card, took out their processing fees, and were supposed to have issued me a net amount instantly to my debit card for $960.75. Instantly, meaning the payment should have showed up to my account within 30 minutes. The payment did not show up within 30 minutes. I reached out to HoneyBook Concierge via chat and they provided a payout trace ID and informed me I needed to contact my bank to track down the payment.I contacted my bank and gave them the trace ID. My bank is saying they have no record of that ID number nor do they see any type of pending transaction sent by HoneyBook into my account. I have used my bank and HoneyBook to process transactions in the past with no issues, but this time, no one seems to know where my funds are. After my bank informed me they have no record of the transaction ID number, ******************** then told me I should check my transaction history for the estimated deposit date, I informed them the date shows the same day as 12/14/2022. HoneyBook then advised me that the transaction must have been sent as an ACH transfer which can take 7-8 business days to process, even though the system shows that it was processed as a credit/debit card. The trace ID number I was given only has 12 digits, not 15 digits which is typical for any type of ACH payment so the money was not sent to me as an ACH payment. HoneyBook live chat agents have not responded to me with any type of resolution, only providing a 12 digit tracking number for the payment and telling me to contact my bank. *** contacted my bank several times and they have no record of the payment.

  Business Response

  Date: 01/11/2023

  Hello - Yesterday, on 1/10/2023, I had the opportunity to speak with ****************************** 
  After speaking with her, she did receive her funds but we did discover there was a glitch in the system that indicated her payment was deposited when in fact, it was not. The trace number we provided is a 12 digit number and since that payment didn't make it to her bank when initially thought, her bank was not able to locate it. 

  
  Since she paid to get her funds "instantly" I issued her a $9.61 refund for the instant deposit fee. In addition, I also helped her with two ACH payments that are pending and those payments should hit her bank account around 1/17/2023. I gave her my phone number: ************ and I let her know that I would be watching those two ACH payments and should there be an issue with those depositing on time, I would reach out. ************** is delightful and I sincerely apologized for the inconvenience. 

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is identical to the one that was filed here on 9/27/2022. Quoting from that complaint:"Honeybook deposited my funds and it was pending in my bank account. Then it disappeared. They are suddenly now saying my account information is incorrect but it is not. When I try to update my account they tell me i can no longer use that account for failed attempts."In my case, I copied and pasted my credit union account number, all 10 digits, and the institution's routing number. It hasn't registered with HoneyBook's system, and I've tried more than once. Earlier today, I got the same failed attempts message that is referenced above. I'm uploading a screenshot, with the accounting and routing numbers blurred out.Right now, I am awaiting a deposit of $2,500, and it's been almost two weeks. HoneyBook claims that such deposits are made in 2-3 business days.

  Business Response

  Date: 10/21/2022

  On 10/20 I contacted ****** by phone about the funds that were not transferred to her bank account.

  In researching this, we tried to deposit the funds two times prior.

  The first attempt was on 10/8 to the bank account ending in **** and that was returned to us by her bank as an invalid bank account number.

  The second attempt was on 10/17 to the bank account ending in **** and that took was returned by her bank as an invalid bank account number.

  In our phone conversation, we discovered the issue was with her bank account number. It appears she left off the last digit and last 4 digits are not **** but instead 0326.

   

  On 10/20 while I was on the phone with her, she added the new bank account number and we deposited her funds which she should have today, 10/21. We also called today, 10/21 and left her a phone message today confirming the deposit. I also let her know I passed along her feedback on how to improve this process.

  We believe this issue is now closed and if further assistance is needed, I can be reached at: ************.

  
  Best,

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

   

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Honeybook deposited my funds and it was pending in my bank account. Then it disappeared. They are suddenly now saying my account information is incorrect but it is not. When I try to update my account they tell me i can no longer use that account for failed attempts. Any positive reviews I have found were fake/scam reviews.

  Business Response

  Date: 09/29/2022

  We have been in contact with our customer and according to them the issue is with their bank. They are in the process of resolving this and will confirm. Per the attachment, the customer is rescinding their ******************** complaint. 
  
  Thank you for making us aware of this issue and do let me know if there is anything else we can do to satisfy this customer.

  
  Cheers,
  ***********************
  
  

  
  

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Honeybook **** serves as a third party processor for payments. They are with holding funds from me and are not explaining why or responding to my attempts to get a hold of someone.

  Business Response

  Date: 09/23/2022

  On 8/26, 2022, we spoke with the customer on the phone and resolved the issue.  All funds were released that day and the customer and her husband left the call satisfied. The conversation as delightful and we received very valuable feedback on how we could improve and we are very thankful.