Complaints

This profile includes complaints for Hibu Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hibu Inc

  221 3rd Ave SE STE 300 Cedar Rapids, IA 52401-1525

  
• 

  Hibu, Inc

  2701 Renaissance Blvd King of Prussia, PA 19406-2781

  

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:03/09/2023

  Type:Service or Repair 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.

  Hired Hibu digital marketing for a FB ad only and they agreed. They offered to re**nstruct my website if which i dont want or need. They sent a horrible ins ** website as ex of there work it was not what i want in there format as i like mine and they said they would just make some updated verbage changes and add some pics only over 4 wks ago when gave them ******* for my first month of ad. After waiting over 4 wks for them to simply use my website and just make few changes the sent a new website **nstruction that was very poor and omitted all my info and format and i was not happy as they did not do what we agreed on they state they cant work on my add until my website is created. They also sent with this new website that is horrible a statement i would be charged monthly for my website i never agreed to this to maintain my website as hired only for the ad. i know see this is a way to keep in reading my **sts for their gain. and why they are so focused on my website. Horrible **mmunication with each other to move forward and i dont trust them now to do my ad as they still have not even started it so i told them today this is not what i hired them for and after taking 4 wks and still no action on my ad i asked for my money back and end the relationship. They argued with me and state i signed 6 mos **ntract of im not aware as rep knows my plan of trying my ad for few mos only to see response i get first. They refuse stating in production what is in production ? they havent stArted working on my ad and spent 4 wks of nothing did not update the few verbage only changes i wanted and did something totally did than agreed upon to find a way to get more money out of me. I dont need them to manage my website and that was made clear. They are **nt changing their story and now state they will use the few changes i sent to my current site i already sent weeks ago but they never did. I dont feel they are honest and horrible **munication and untruths.

  

  Business Response

  Date: 03/15/2023

  This letter is being sent in response to the correspondence received on March 09, 2023,stating that ****** hired Hibu to run ******** ads only and never agreed to a monthly charge for a website or a 6-month contract.    On 02/07/23 ****** telephone authorized Social, Smart Online Presence, and the Assistant product for a minimum 6-month term.  This information was recorded as well as a copy of the contract was emailed to ******.    
  We have contacted ****** and agreed to cancel her pre-live contract.  I apologize for any inconvenience this has caused.

  Customer Answer

  Date: 03/22/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/08/2023

  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.

  I'm copying and pasting the review that was left. It should have actually been a complaint with the BBB.The Review:I was very disappointed with the service I received from Hibu ****************** I hired them to manage my ****** Ads campaign, but they failed to optimize my keywords or add any negative keywords to stop irrelevant traffic. As a result, my budget was used up daily with no results. When I asked for help, I was told that the competition was high and there was nothing they could do. However, after taking over management of the campaign myself and adding negative keywords and targeting defined audiences, I saw an immediate improvement in my CPC and quality score. I was also frustrated that I had to call multiple times to try and get answers and suggestions, and each time I was given the same excuse. Overall, I feel like I wasted a lot of money on this service and would not recommend Hibu ****************** If you don't know anything about ****** ads or advertising in general you are their victim.Comment from the Business: Thank you for taking the time to speak with me today. We appreciated the feedback. As discussed, we processed over a dozen optimizations on your Search campaign and at any time additional changes could have been requested by contacting our support team. All changes that were requested, were completed.Our response to their replay: Your reply is very misleading, as you did try to twist my wording when we were on that phone call. I did not say that the suggestions that I had made were not applied to the account. I was shocked at the lack of simple optimizations that were done until I called in and told them what to do. Our ****** Ads quality score was allowed to reach **** and nobody reached out to us to let us know what was going on, or make a suggestion to correct the issue. They let my ads run for months blowing through the budget on the wrong search terms.The dozen optimizations were made after six months of Hibu NOT managing my ads account. You were hired to manage the AdWords account and not wait for me to call in and do the work myself. Please give me the account ID for an external audit.

  

  Business Response

  Date: 03/10/2023

  Dear ********************:
  
  This letter is being sent in response to the correspondence received on March 08, 2023, where **************** stated that Hibu did not optimize his Search campaign or add negative keywords.  **************** had previously left a 1-star review in January.  We discussed at that time that Hibu had processed over a dozen optimizations on the Search campaign and at any time additional changes could have been requested by contacting our support team. All changes that were requested, were completed.  **************** was also provided a keyword list at the start of the Search campaign to confirm the keywords and he also had access to his Hibu dashboard.  In addition to the information that was left on the complaint **************** reached out to us as well and stated that he had requested a photo to be updated and the change was not made.  Upon research, it was found that on 11/21/22 **************** asked what the process was to update his Display photo to another photo that he wanted to provide.  We replied to **************** on 11/22/22 to let him know if he emailed us the photo, we could make the update.  There was no photo received.  **************** emailed us on 12/23/22 and advised that the photo was never updated.  On 12/26/22 we replied to **************** and advised there was no photo provided and asked that he send the photo he wanted, and we would be happy to make the update.  Again, no photo was provided.
  We have contacted **************** and **************** with this information.  There is no basis for an adjustment.  I apologize for any inconvenience this has caused.
  Thank you, 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19555892
  
  I am rejecting this response because:  You did not do what you stated you would do when we signed up on 6-23-2022. Hibu sales rep *************************** even said, in email, we could cancel after 6 months if we not satisfied with your services. The bulk of your advertising "optimization" was done on the back end towards the end when we requested to cancel on 12-26-2022. Besides that, why does the customer need to call the "experts" at ********************** to tell them that their advertising isn't working like it should? You have a lot of sales people, but nothing else. Second, I did an audit of the contracts and finances for the amounts we were charged. There is clear fraud on your end with manipulating contract end dates to keep charging us well after after six months. One example is your **** ************************ fraudulently signing a new contract via "voice audio" on 1-18-2023 to continue charging us $800 for 3 more months after we clearly cancelled on 12/26/2022. Where we are at now, you can do the right thing and credit us for what you are erroneously charging us for. Our next step is contacting the ** Attorney Generals office.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/23/2023

  Thank you for reaching out.  Our position stands as previously indicated. I did want to address the addition of the billing dispute that was included in the rebuttal. 
  Each product had a minimum 6-month contract term.  On the copy of the contract that you referenced under confirmation, it said, Voice Verified, Recording on file.  The contract itself indicated that everything was canceled except the Display because the Display had 2 months left of the minimum billing term,the remaining 2 months were indicated on the contract.  The other products had met the minimum term.  This did not lengthen the term of the Display ads.  The recording on file was referring to the recording from the phone call on 01/03/23 where you requested the cancellation of your other products.
  The Display ads were included on your Hibu bills from 09/22/22 until 01/21/23 and payments were due 10 days later.  This was only 5 months.  The Display was cancelled by Collections for non-payment and the minimum term was not fulfilled.   

• Initial Complaint

  Date:03/03/2023

  Type:Order 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.

  Contract started in July of 2022. I was supposed to be charged $1,875.00 monthly for 6 months. I added the #s and the total came out to $11,250.00 with an additional payment of $99 to start. The company charged me a total of $12,984.52. The contract was for 6 months, they mentioned that if I wanted to cancel it to call Feb. 15 of 2023 to cancel so I wouldn't get charged another month. My worker and I got in contact with the Rep. *************************** to be able to cancel and we were told that it had to be done on the 27th of Feb. we made some attempts to get it cancelled before the 27th but were unable to do anything until the 27TH of Feb. One thing that was not explained was why we got charged over $3000 on the Sep bill, but only $450 on the Aug bill. There was an over charge of ********. We were also told that the Sep bill only counted as one month not Aug and Sep together. That it was a prorated charge, but that was not explained to me from the start. We trued getting in contact with the Rep before Feb 15th to talk about the cancelation, but it was very helpful and kept saying to wait until the contract was up before we could do anything. When we spoke to the Rep and the person from the company they kept going back and forth and they would say one thing then change there words. I understand that I have to pay the 6-month services, but I feel like I have paid more than what I was told and would like to be refunded for the extra that was pulled out of my account. This has caused me to fall behind on some payments of my shop and bills.

  

  Business Response

  Date: 03/10/2023

  Please see attached.

  Customer Answer

  Date: 03/13/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/16/2023

  Type:Order 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.

  I signed a 6 month contract with hibu a marketing company the representative person told me that I will get a minimum of 3 to 5 leads a week..so I sing the contract pay in advance 2 months.is a long ****** that is hard form to explain need to be an interview. Long stories short not recive What I was told and know I'm having trouble canceling my contract even though the 6month are do..went to the bank to help but it being hard for them too.can you please get me someone to have a conversation and explain my frustration..thanks..you can check hibe has a lot of bad reviews in BBB pages their demanding the same has me same same problems..

  

  Business Response

  Date: 02/23/2023

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  February 23, 2023
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    Fusion Epoxy Designs 
            **********************;   
            7559 ******************.
            ******, ** 85746  
            Telephone #: ************                  
            Hibu Product: Display, Social and Smart Online Presence
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on February 16, 2023, about ************** claim that his products were not working.

  
  The Client, *********** authorized a 6-month contract on 6/8/22 for Display, Social and Smart Online Presence. ************ claimed that the products were not working for him nor bringing in business. After reviewing his analytics, the products did perform as expected.

  
  ************ called on several occasions to cancel the contract before the terms of the contract were completed. ************ was informed that he is still within contract terms;however, we agreed to terminate his contract early with the exception the balance on the account would be owed.

  
  We have tried to reach ************ by phone and email. He has replied to our emails saying that he would see us in court.

  
  There would be no basis for an adjustment on the account.

  
  I apologize for any inconvenience this has caused.

  
  Thank you,

  
  *********************
  Hibu Customer Service
  **************
  Email: ********************************************** 

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  Hibu has been in charge of promoting my website over the last few years. I have downsized and requested that we no longer use their service. In October of 2022 the credit card used to pay that account was closed. Hibu called looking for payment. I called them to make a final payment on Dec. 7th and requested they close my account. The customer service rep collecting the money said I needed to call another number she could not do that. I assumed the site was still active and did not rush to call the other number. On 2/1/23 someone said my website was unreachable on the internet. I assumed they closed my account as requested. However I had been charged for December and January now February on my card. I called customer service and they said my site has been inactive since October? I said Ok, please close my account. The representative said they could not do this. I called the number again, chose the correct prompt, spoke with a customer service person who said they could help. He verified my account and information. He then said I would have to wait on the phone for **** minutes until someone could help me. I explained I can not do this could someone call me back? They said that was not an option. I sent an email and did a chat with a customer service rep via their website. Every time I request to cancel they insist someone else must handle this request. I have spoke now with 4 different reps and can not get a resolution. This seems like a racketeering effort to keep customers from cancelling. I would like a record of my request to cancel and have someone from the BBB look into this practice. Refusing to allow a customer to cancel a service they are not providing seems to be an illegal and a fraudulent practice. Attached are the **** charges, request to cancel via email and chat, also verification it was received.

  

  Business Response

  Date: 02/13/2023

  Please see attached.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair 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.

  We ********************* with the company, and they have taken money out of our account after it was canceled. They constantly harassing ** since we canceled their lousy service which they never would update.

  

  Business Response

  Date: 02/10/2023

  This letter is being sent in response to the correspondence received on February 06, 2023,stating that ******************** was billed after he canceled with Hibu.  In addition, he stated that Hibu would never update his service.  ******************** requested access to his domain on 11/16/22. Hibu released access to *******************. On 12/21/22 ******************** requested the cancelation of his Website.  His final invoice was sent on 12/09/22,this was before his cancelation request. The final invoice was valid.   Website changes are allowed when a client notifies us of requested changes.  The last change requested on the website was on 08/20/20 and the changes were completed the same day. 
  We have contacted ******************** and provided the above information in voicemails and emails.  When we were unable to speak with *******************, he immediately disconnected the call when we reached out.
  I apologize for any inconvenience this has caused.

• Initial Complaint

  Date:02/02/2023

  Type:Order 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.

  In early 2022 *******************, an executive with HIBU, made an unsolicited contact with me regarding my exterior cleaning business to promote my online presence. I told him I wasnt interested as I get plenty of business through my ****** My Business listing. When he contacted me again in August I told him that my *** listing had been suspended and I didnt know how to get it restored, and if he could get my listing back and add a second location then I would hire them. He assured me that they could do that for me as HIBU has an inside man at ******. They sent me the contract and I told him I didnt want an extended contract and he assured me that I could get out of it at any time I wanted, that it was just a formality. I signed it in August of ************************************************* my second location listed. I have called them and talked to them on the phone about this, telling them that I want to cancel the contract because they didnt do what we agreed to and that **** told me that I could get out of the contract anytime I wanted to. They told me that I signed a contract and they could not end it and for me to contact ******************* who signed me up. I contacted him more than once and each time he said he would get on it. I am still being billed and never got from them what I hired them for. In December I hired another company to do this for me and we now know what ****** is requiring to get my listing back up, I am just waiting on some paperwork from the ***************.

  

  Business Response

  Date: 02/13/2023

  Please see attached.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18967799
  
  I am rejecting this response because:

  HIBU claims they got my ******* My Business' listing back up, but all they did was add 'Roof Repair' to the duplicate listing that was already up. The listing I had in ******** was the same as the Sixes location, "Day Star ***************** Services", not "**************************."

  My memory is perfectly clear regarding ******************* telling me that I could cancel the contract at any time because I planned to do that after they got my listing back up. That was my plan from the start. I considered the $734 dollars they would have gotten from me to be sufficient payment, but they never got it done. It took some time, but I found someone who is now getting it done for me and they are charging me less that $100. I don't believe HIBU even tried because the new company I hired told me what paperwork I need from the *************** that ****** requires for that listing to be restored and HIBU never told me that.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/21/2023

  Please see attached.

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair 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.

  I needed to cancel before my contract was up and the process was exhausting. They transfered me from one person to another. I ended up being able to cancel but received no refund whatsoever and never received the confirmation E-mail I was promised. I'm also still receiving E-mails from them asking me if I want to own my website. This is harassment and unexceptable. My services were canceled before my 7 day cancelation period. Hibu should have no association with me whatsoever. I'd also like to mention that lady who was dealing with my social media sounded extremely High and was extremely difficult to have a conversation with. One of the main reason I decided to cancel before my 7 days was up. After you connect your social media accounts the dashboard gives you no control on stopping the access. Overall a terrible and unprofessional experience.

  

  Business Response

  Date: 02/01/2023

  This letter is being sent in response to the correspondence received on January 31, 2023,stating that ************** was frustrated with the cancellation process, that he was able to cancel but not get a refund, he was getting emails about owning his website, he felt it difficult to have a conversation with his *************** Consultant, and he wanted to stop the access he gave Hibu for his *********
  We have contacted ************** and all his questions have been answered.  We confirmed that a refund is being issued in the amount of $546.94 because his telephone-authorized contract was canceled within the 7-day time frame allowed.  We apologized for any frustration with the cancelation process.  We contacted ******************* Consultant manager,and the call-in question was reviewed, his ******** has been disconnected from the Hibu platform.  In addition, we confirmed the cancellation confirmation email was sent to his email address on 01/30/23 and we sent him a screenshot of the cancelation email for his records.  We spoke about the email he received about owning his website.  We were not showing a record of any email being sent about owning his website.  ************** was kind enough to forward us the email.  The email was from ****** and not Hibu and was an invitation to claim his ****** My Business account. 
  I apologize for any inconvenience this has caused.

  Customer Answer

  Date: 02/02/2023

   
  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.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18958235
  
  I am rejecting this response because:

   

  I filed a complaint with the BBB over a month ago. HIBU called and told me lies to get me to accept that the issue was resolved. I was told my refund was on the way multiple times. Now they are saying it's being requested. I'm tired of dealing with this company. I just want my refund back. They have been nothing but a problem since the start. I'm shocked that ****** is partners with them. Every single person I spoke with on the phone has told me something different. They have taken advantage of me.
  

  
  

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

  

  Business Response

  Date: 02/28/2023

  We apologize for the delay.  The refund in the amount of $546.94 was issued electronically to your Mastercard ending in **** on 02/27/23.

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair 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.

  On December 6th 2022 I hired HIBU for my marketing and I told my sales rep that I had taken a loan out for theyre services and he assured me that Id be getting leads by the end of the week. I had told him that my website was not ready and and he assured me also that it wouldnt be an issue because there were adds that they were gonna create that would take care of that issue. Needless to say after about 3 weeks of absolutely nothing to show for my investment with them and the sales rep literally laughing at me over a text message they let me cancel my contract and wouldnt refund non of my money. Im a small veteran owned business thats truly struggling to feed my family and dealing with HIBU has been a true nightmare

  

  Business Response

  Date: 02/02/2023

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  February 1, 2023
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    ****************** 
            ***********************;   
            318 ************** Rd.
            *******, ** 74066  
            Telephone #: ************                  
            Hibu Product: Search, Display and ***************** Solution
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on January 31, 2023, about Mr. ****** claim that Hibu will not refund his money.

  
  The Client, ************* authorized a 6-month contract on 12/23/2022 for Display, Search and ***************** Solution. The products did go live and receive traffic. Hibu has let ************** out of his contract early and there is money that will be refunded back to ***************

  
  We spoke to ************* and told him that there would be a refund and no further adjustment to the account. ************** replied to the email that he approved for the refund.
  

  There would be no basis for an adjustment on the account.

  
  I apologize for any inconvenience this has caused.

  
  Thank you,

  
  *********************
  Hibu Customer Service
  **************
  Email: ********************************************** s why here...

• Initial Complaint

  Date:01/18/2023

  Type:Order 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 hired HIBU to do SEO marketing on behalf of my business. I signed a 6-month contract with them to do ****** ads, digital marketing and pay per click ads. I agreed to pay them $800 per month to do this service. I signed and made the first payment 5/19/2022. About half way through their service, I realized I was not receiving the *** I anticipated on getting and looked into another company. I did try to cancel my account in September of 2022, but was reminded I still had a 6 month contract in place, so I continued to pay them. I was told verbally over the phone that I must call in 14 days prior to my next billing cycle to cancel my account and I would be eligible to cancel in November of 2022. Meanwhile I was still paying the $800 a month for their services. I called 11/4/2022 to cancel my account, since my next billing date was 11/19/2022. There was some conversation saying I would still have to pay for November's invoice, but I argued that. They never cancelled my account on time and now they're saying I owe them for November. I'm not paying the November payment because I fulfilled my 6-month contract with them and gave them 15 days in advance to cancel my account. They are now sending me to the "legal department" of HIBU. I made contact with them as soon as I could and explained my situation. The agent then agreed with me that I have made all 6 of my payments and it shows I called in 11/4/2022 to cancel. He then sent me to a claim rep and now have a claim open. They are doing an internal investigation on my account, but I feel it will be highly discriminated against me.

  

  Business Response

  Date: 01/30/2023

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  January 23, 2023
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    Shaded Window Coverings 
            **********************;   
            4461 ********************; 
            *************************************************;
            Telephone #: ************                  
            Hibu Product: Display, Search, and ***************** Solution
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on January 18, 2023, about ******************** claim that he did not receive the return on investment he was expecting and that he has paid more than 6-months on the contract.

  
  The Client, ******************* authorized a 6-month contract on 5/19/21 for Search, Display, and the ***************** Solutions. ******************** billed 5-months for the Display,Search and ***************** Solutions and had 1 more month to fulfill the contract.  ******************** billed for all products in June; November would have been the final invoice for the products.All products have been canceled per ******************** request. During the time that the products were live they did receive traffic as expected.

  
  We have tried to reach ******************** by phone and email. ******************** replied that he believes that the contract started when he authorized the contract. It was explained to him that there must be 6-months of full billing for all products. ******************** was only billed 5-months for the products and the balance on the account remains due.

  
  There would be no basis for an adjustment on the account.

  
  I apologize for any inconvenience this has caused.

  
  Thank you,

  
  *********************
  Hibu Customer Service
  **************
  Email: ********************************************** 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18830389
  
  I am rejecting this response because:
  I signed the contract and started payment on May 19th. I have made every payment for 6 months up to the finalization of my contract as of November 18th. It is not my fault they took a month to create the ads and not run them for a full 30+ days. 
  Its not necessarily the return on investment, as its the fact they dont have a cancellation policy that was written for a customer to view (exact words from sales rep). Also giving them over their 14 day notice to cancel and then tell me that some automations take a little longer to cancel. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/01/2023

  Rebuttal stands as originally issued with the response to the BBB.