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:03/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In May of 2024, I saw an Ad on ******** and responded to it about a marketing system that I could use to increase my business, and I decided to give it a 6-month try for which I was charged $3500, which I put on my AMEX card. I used it for 3 months and saw none of the results they claimed.I stopped using it as it seemed a waste of time. When I originally signed up for the service, it was for a 6-month period. They tried to get me to do a year, but I did not want to spend the $6000 they were asking. I was not aware of, nor was I told at the time of the original service that this was on auto-renewal, and even though I had not spoken to this company for months, they proceeded to charge my card $3500 additional dollars on November 29th, 2024. When I saw the charge on the 10th of December, I reached out to the company re: the charge. The individual I received an email from, "*****," said that I should have heard from my account representative and that I had missed 2 meetings. Looking on my calander, which is ****** digital calander, the last scheduled meeting I had with hummingbird was August 21st, 2024, which I did miss, and nothing was ever rescheduled by them or myself. ***** also told me in the email that he would speak with the accounting department and they would take care of it. He then stopped responding to my emails and queries. So, I filed a dispute with ****, and they disputed my dispute, so I am now out an additional $3500. I don't even know if my account with ********************** is cancelled.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. At Hummingbird, we strive to be transparent and fair in all our client engagements, and we're genuinely sorry to hear that this client did not feel their experience reflected that.

  
  To provide context, this client signed up for our 6-month program in May 2024 at the rate of $3,500. At the time of enrollment, the terms and conditionsagreed to via electronic signatureclearly stated that the subscription would auto-renew unless canceled prior to the renewal date. This is a standard policy designed to ensure continuity of service for clients who wish to continue with us.
  We attempted to reach the client multiple times toward the end of their initial term to schedule calls and discuss renewal options. However, the client missed scheduled meetings and there was no formal cancellation or written communication expressing a desire to terminate the service before the November 29th renewal date. As such, the system processed the renewal automatically.

  
  Upon receiving the clients message in December, our representative ***** responded promptly, acknowledged their concerns, and indicated we would review the situation with our accounting team. There was no intention to ignore the client, and we regret any breakdown in communication that followed.
  Regarding the **** dispute: We responded to it by providing all documentation including the signed agreement and communication logs. **** reviewed the case and ruled in our favor, which is why the charge was upheld.

  
  That said, our goal is never to create frustration or confusion for our clients. We are open to finding a fair and reasonable resolution. As of now, the clients account is considered active due to the renewal. If the client wishes to cancel moving forward, we are happy to formally close the account and discuss a partial refund or credit based on their usage and situation.
  We value our reputation and relationships, and are committed to making this right in a way that respects both the client and the integrity of our business.

  
  Sincerely,
  ******* *********
  Managing PArtner, Hummingbird

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23063994
  
  I am rejecting this response because:

  When I signed up for this service in May of 2024, I was supposed to receive monthly communication. I missed one Zoom call on August 21, 2024; the last email I received was from **** *******, Director of **************** on September 13, 2024. That was the last time I heard from them. The next communication I received was on November 29th, 2024, when I was charged $ 3,500.

  If Mr. ********* believes this reflects what was promised under the service agreement as multiple attempts at communication, he is mistaken, as I have everything calendared and recorded, including all email correspondence. I was never informed about the auto-renewal, as it was not mentioned during the sign-up process. When I reached out about this issue on 12/10/2024, I was contacted by someone named *****. He mentioned he would speak with accounting, and that was the last time I heard from him, as he did not have the integrity to even reply to me.

  I see on their website that a 30-day cancellation notification is required, and there are no refunds for not using the full service term, but nowhere except in the fine print does it state that this is an auto-renewal.This practice may be legal, but it seems shady and lacks any type of integrity or honor. If this is the way they conduct business by not providing the services promised, I truly believe that it will ultimately come back to haunt them. But caveat emptor, and thats on me for not exercising due diligence. I believe this complaint is valid, and they did not fulfill their responsibilities, so I am letting the world know that Hummingbird is deceitful. Frankly, I still have no idea if my "subscription" has been canceled.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/11/2025

  The Automatic Renewal is on the contract that you signed ****.

  No one signed for you. You signed. 

  A signature means you agree to the terms. 

  Again, we would have been happy to refund your funds and still are. These negative reviews make It hard to feel sympathy for your oversight.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23063994
  
  I am rejecting this response because:
  

  By the tone of the last message from Hummingbird I have a hard time believing that they wish to resolve this matter other than retain the automatic renewal payment that was drafted late November. 

  I do not deny signing the paperwork, that was never in question. What I do contend is that Hummingbird and its representatives fulfilled their end of the contract. 

  I stand by my timeline. The last communication from Hummingbird and its representatives happened in mid September a full two and a half months before the automatic renewal. If any form of contact was initiated during the two and a half month period that the automatic renewal was pending I would have informed the company that I did not plan on renewing. 

  I contend that this is Hummingbirds standard operating procedure. As the treatment that I have recieved from Hummingbirds representative during these communications showed no remorse or even willingness to work with me. I also maintain the company has not cancelled the current account as I'm still recieving emails about relinking my social accounts with their system. 

  I also contend that Hummingbird and its representatives will continue these practices and though I would like a different response, I do not expect anything else from Hummingbird. 

  I am in this opinion because the companies response once again will be about me signing a contract, this I am not disputing. I am contending that the company failed to uphold their obligation of timely communication and thus are in breach of contract, because of this all provisions of the contract are null and void, and the automatic renewal is not valid. 
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/17/2025

  Thanks again for your response.!

  
  To clarify, our agreement clearly outlines that cancellations must be submitted with at least 30 days' notice prior to the renewal date. We did not receive any such notice from you prior to the November 29th renewal. Had you informed us of your intention not to continue, the charge would not have occurred.
  We understand and respect that you werent satisfied with the results, and weve made efforts to address thisoffering additional support, additional credits, and even exploring resolution options beyond whats contractually required. We had meetings to meet with you that were missed by you, and maybe we can chalk it up to a miscommunication. 
  That said, we are still open to a fair and amicable resolution. If you're willing to remove the BBB and Yelp complaints, were happy to process a refund for the second payment as a goodwill gesture. Otherwise, we will have to honor the original contract terms.
  Please let us know how youd like to proceed.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23063994
  
  I am not rejecting this response, I am adding a caviot from which I hope you will act in good faith:

  I will accept your soulution and will remove my complaint to the better business bureau as well as remove my yelp review as long as I see the $3500 in question refunded to my **************** account. Once I see that as a man of integrity I will immediatly remove any and all negative reviews from the aforementioned sites and see this as settled.

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/08/2025

  Happy to do that ****. Can you remove the yelp review first? Then we will process the refund. Once received you can remove the BBB complaint? Let's resolve this issue. 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23063994
  
  The Yelp review is down and i will close out the BBB as resolved when i see the refund.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/20/2025

  I appreciate you keeping your word ****. Below is a screenshot of the refund processed to your card. It can take 5-10 business days to reflect on your statements. I hope we have come to a resolution and I apologize for any friction cause by this. 

  Customer Answer

  Date: 05/26/2025

   
  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.

  Thank you.

  Sincerely,
  
  **** *********