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:11/15/2022

  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 October 13, 2022 I hired Hibu Inc. to rebuild my website and run ****** and ******** ads for my business. I communicated the urgency for a quick turnaround time and they reassured me that they would push it through under expedited timelines. They stated standard turnaround time is 2 to 3 weeks. I was requesting a several day to one week turnaround time. After a week going by it was confirmed by the company that the employee working on my project Had been out of the office the entire week. I was also then informed that their servers were down and their system is not compatible with a form that I have used for a year. I had informed them upfront I wanted to keep this form. End result Is that I have been working with this company for over a month, there have seen zero results there have been many complications. I have requested them to discontinue work on my account and I have also requested a refund. They have been unable to produce the work that was agreed upon signing a six-month contract with them and they are stating i am in a six-month contract so theres nothing I can do. They have been unable to build my website because their website software broke (email stating this from the company), they have been unable to manage my ****** and ******** ads, all of which was agreed they would manage in the contract. This has severely impacted my business. they have refused to discontinue work on my account after many many many requests to discontinue. They are not a good fit for my business and again have not been able to produce the work that was agreed-upon in the contract.

  

  Business Response

  Date: 11/22/2022

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  November 22, 2022
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    Get Health Coverage Now 
            ******************;   
            131 ********.
            *******, ** 28464  
            Telephone #: ************                  
            Hibu Product: Search, Display, Social, Assistant and Smart Online Presence.
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on November 22, 2022, about Mr. ***** claim that the turnaround time took longer than expected for the products. Hibu was unable to build his website because of software issues, and he did not see a return on his investment.

  
  The Client, *********** voice authorized a 6-month contract on 10/13/22 for Search, Display, Social,Assistant and Smart Online Presence. All products had gone live and produced results but not what ************ expected. ************ called in several times to cancel and was told he is still under contract and could not cancel.

  
  We have informed ************ that we have canceled the contract early, and a partial refund will be given on the last invoice.

  
  I apologize for any inconvenience this has caused.

  
  Thank you,
  *****************************
  Hibu Customer Service
  **************
  Email: ****************************************************** 

• Initial Complaint

  Date:11/10/2022

  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.

  I spoke with HIBU about marketing services and had a webinar with them. Provided HIBU with a credit card to begin running my advertising. They did not provide me with a contract or terms and conditions until the ads began to run. HIBU stated that I gave a verbal confirmation and HIBU signed the contract as a verbal confirmation. They also selected that I read and understood the terms and conditions of the contract, which I never read or saw until after my ads began to run. HIBU claims that because they sent me a copy of the contract (which I did not sign or read) that I was locked into a contract. I contacted HIBU to settle with them and they told me that they would not. They also stated that I could not tell them in advance to cancel my contract 4 months from now, their policy states I have to tell them closer to the end of the contract. All of this information I was not provided, HIBU signed and stated that I agreed to these terms.

  

  Business Response

  Date: 11/14/2022

  This letter is being sent in response to the correspondence received on November 10, 2022,stating that ********************** was not provided a copy of the contract that included the terms and conditions until after his advertising was live.  However, a copy of the telephone authorized agreement was emailed to ********************** on August 29, 2022, the same day he authorized the advertising.   
  We have contacted ********************** and let him know there would be no basis for an adjustment and the contract could not be cancelled pre-term.
  I apologize for any inconvenience this has caused.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18380440
  
  I am rejecting this response because:

  My card was charged on 8/18/22. I received the contract via email on 8/19/22 with the contract signature forged. Signature shows a telephone as the signature. The sales representative stated she received voice authorization from me, which she did not. I asked HIBU for the recording of the voice authorization and they cannot produce. I record all of my calls and do not have a voice authorization. I told sales representative on 8/19/22 that I did not want a six-month contract and never saw the terms and conditions of the contract. HIBU's sales representative clicked that I read all of the terms and conditions of the contract. I did not read or click on the link to read, another forgery by HIBU's sales representative.

  Sales rep told me she could not go backwards because the 2 months of advertising had already been set. I told her I would do the two months that HIBU already charged but no more. She said she would let her boss know. That was the last communication I had with sales representative. 

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

  

  Business Response

  Date: 11/16/2022

  Our position stands as previously indicated.  ********************** was provided a copy of the contract that included the terms and conditions on 08/19/22.   ********************* provided a deposit and participated in a consultation for the products to be built.  The request to cancel the products came after the products went live and before the minimum term of the contract.  The contract can not be canceled at this time. 
  

• Initial Complaint

  Date:10/26/2022

  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 met with ******************************* the local HiBu rep. ********** she presented was on an I pad. I questioned everything. Can I cancel at anytime ? ****** * absolutely* Is there any other part of this contract that is not in front of me on this I pad. ****** * No and I will provide you a written copy * That was 6 months ago and she still has never provided one * I told her I will not do auto pay because if no results I am cancelling this* Lauren * no problem * These people actually took money out of my bank account without my permission. Turns out that what she actually showed me on the I pad was not even two pages of a ten page contract. This is all intentional. If you look at other complaints and reviews, you will see this is their way to commit theft by deceit. I called a second meeting and asked her to bring a complete copy of everything. She showed up empty handed again. I told her 'Laruen what you did is equal to me. Selling someone half the windows in their house. They showing up with all them and telling them * oh when you signed you agreed to an addendum I had out in the car. Hibu's whole sales pitch down to how she holds the I pad and everything is intentional to deceive the customer. And when you call there customer service to cancel. They don't answer the phone. They have a number just for cancellation that they don't answer. I set my phone down on speaker and put it on auto redial. After 2 hours and 22 mins some answered. I told them I was cancelling my contract at end of term. Because by now I realized they had just straight up robbed me. was told by the person who answered * oh you have to much time left on your contract to cancel. I told them I am putting in the cancelation now for end of contract, because *********************** regional manager for Hibu said * you have to cancel by October ********************* January. So not only did they lie about cancelling anytime. They have in terms that they hide at point of sale that you cant even cancel at end of

  

  Business Response

  Date: 11/02/2022

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  November 1, 2022
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    ****** Exteriors 
            ********************;   
            806 *****************************.
            ************, ** 64015  
            Telephone #: ************                  
            Hibu Product: Social, Smart Online Presence, Assistant and Local Ranking
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on October 26, 2022, about **************** claim that Hibu pulled a payment without his permission, the sales representative told him he could cancel at any time and the cancelation department did not answer their phones.

  
  The client, *************** signed a 6-month contract on 6/10/22 for the Smart Online Presence,Social, Assistant and Local Ranking. **************** claimed that we set up reoccurring payments and pulled a payment without his permission. We found that **************** set the account up when making a payment through an email link that was sent to him. The sales representative did not tell **************** that he could cancel at any time. He was told that he signed a contract for 6 months. **************** sales representative sent him a copy of his contract on 8/2/22 to ******************.

  
  On 10/27/22 **** did speak to our cancelation department to cancel products once the contract was fulfilled. Local Ranking, Assistant, Smart Online Presence, and Social are to be canceled December 19th, 2022, as scheduled.

  
  We have tried to reach **************** by phone and email. We have not received a reply.

  
  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:10/19/2022

  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.

  I cancelled advertising with HIbu (aka yellowbook) in March of 2022. I received a bill in October and called to cancel again and they would not let me cancel. I did not pay the bill because they are billing me for a service that was canceled. Now, I have received another bill. I just want to cancel and not be billed.

  

  Business Response

  Date: 10/28/2022

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  October 25, 2022
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    ***************************.
            ***** Knapp    
            P.O. Box 136. ***********************.
            ************, ** 18829  
            Telephone #: ************                  
            Hibu *************** Boost
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on October 20, 2022, about **************** claim that she was billed after cancelation.

  
  The Client was auto renewed into the print ******************************************** publication on 6/25/21. The print contract ended in August of 2022. We notified the business on 6/6/22 that we would convert them to a digital Mobile Boost for the same price as the print version. An email of the same letter was sent to ****************** on 6/10/22, in the letter it tells the client that they will receive two months free and bill at the same rate as the print publication. The letter stated if they wish not to continue, they may call in to cancel the Mobile Boost at any time.

  
  ***** called the Client Success Cancelation team on 10/14/22 to cancel and was told we required the owner or the contract signer to cancel. ******************* up on the representative without getting the owner or contract signer on the line.

  
  We have tried to reach ************** by phone and email. There has been no response. We have processed the cancel of their Mobile Boost program based on the complaint.

  
  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: 10/28/2022

   
  Complaint: 18247621
  

  I am rejecting this response because:
  ***********************, the contract signer called in yesterday to cancel and believe that she was successful at canceling.  However, I do not trust that they actually canceled, therefore, I would like to wait a month or so and see if they send another bill.

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

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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 am requesting the assistance of the BBB with this issue as this is putting myself and my family in immediate danger. I have attempted to resolve this issue directly with the business but the have it set up to have me jump through hoops and I dont have the time for all of this. Yellow book.com is reporting myself and my address as a DEAD relative who would be 103 years old as per the yellow book profile. Yellow book says to call been verified and been verified puts it back in yellow book. In any event, I want this information removed as we have a Stalker Issue and do NOT want our address online AT ALL. This is basically a form of slander as the company is making FALSE STATEMENTS and is not correcting it. The profile is *********************************** ***************************************************** and I am attaching a screenshot as well. I again demand that this information be immediately and permanently deleted from this site and all sites it owns and or operates. Thank you

  

  Business Response

  Date: 10/19/2022

  Please see attached.

  Customer Answer

  Date: 10/20/2022

   
  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:10/10/2022

  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.

  Hibu provided an 800 number to monitor website and the number had an option to hit "1" for SMS notifications which there were no SMS notifications going out or they could stay on the line and the message said someone will be with you shortly. The call just hangs up and there was no one monitoring the calls. Also, my area of doing business is *********, ** and the calls that came in were all from states clear across the country, not in my area of doing business. Then my program was altered to social media alone and ads were going out to various social media platforms. The problem was the phone number listed for me on the ads was not a working number. So, if anyone called, it went to a recorded message stating this is not an active number. Hibu did offer to give me a partial credit, but as far as I'm concerned, there is no way to know if the marketing efforts I have been paying for since March were working because of these issues with the 800 # that just hung up on people or the ads with the phone number that was not a working number. Yet, Hibu thinks I should continue to pay them for their incompetence. I requested to cancel my contract which they would not allow and said I needed to pay for the 1 month remaining. I am not in agreement because of all of their mistakes. I should not need to pay them for their incompetence. There were other things they did, but the ultimate goal of doing business was to get business. If clients cannot contact me because of bad phone numbers, who knows how much business I missed out on due to their incompetence. They have indicated they will not allow me to cancel my contract and will continue to try to get paid. I do not feel I should pay them any more money since their services were flawed costing me who knows how many clients. They expect me to continue to pay even though they could never get it right.

  

  Business Response

  Date: 10/14/2022

  Dear ********************:
  
  This letter is being sent in response to the correspondence received on October 10, 2022.  ************************* stated she wanted to cancel her contract pre-term due to issues with her advertising. 
  We contacted ****** and reviewed the adjustments that were made to her account.   The adjustments included the Search product due to a tracking number that had been published after it was canceled for a short time in the amount of $1200.00 as well as compensation for incorrect keywords for $1215.86.  In addition to the adjustments that were given to compensate for the errors, there was an additional goodwill adjustment to her account for $630.00.  There was no error on the Website phone number, it would be normal to receive some calls that show out of the area, and the Social ads do not have a phone number listed.
  There is no basis for an additional adjustment.  The request to cancel pre-term has been declined.
  I apologize for any inconvenience this has caused.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18182773
  
  I am rejecting this response because: The response indicated there were no errors on the website, this is not correct.  The 800# that they provided gave 2 options, to hit "1" to received SMS notifications or stay on the line and someone would be right with you.  If you stayed on the line, the call just hangs up with no one coming on the line or an option to leave a message.  The campaign was then adjusted to a social media ad campaign only and all the ads on social media had a non-working number.  I called the number because I did not recognize the phone number and it had a recording stating this is a non-working number.  I have attached documentation showing this was identified as a tracking number that is a non-working number.  So, the good will credit and adjustments made for the keywords is insufficient.  Why would they provide an 800 # that tells callers to stay on the line and someone will be with them shortly, that just hangs up with no one coming on the line or the option to leave a message?  Then when the ad campaign changed to social media, why would Hibu provide a non-working number on the ads?  The 800# and (702) area code number were both provided by Hibu and should have worked properly.  How many leads did I miss out on because of a non-working number and a contact number on my ads that is non-working with a message stating you have reached a non-working number.  This would be a reason for a caller to give up and stop trying since the number on my ads is non-working.  The credit offered is insufficient.  Both of these mistakes caused me to lose business and did not represent me and my brand as it should have.  What is their excuse for an 800# that just hangs up not allowing people to leave a message or without someone coming on the line as the message indicates will happen?  What is their excuse for a non-working number on my ads that ran on social media.  They did not address the issues and offered me a credit that is insufficient due to the egregious mistakes made with these contact numbers that they provided for my campaign. 

  I have provided an email where the sales associate admits it is a non-working number and apologizes for it happening.  These are issues with Hibu, they are not adjustments to my campaign, they provide an 800# that hung up on people and a (702) area code phone number on my ads that was non-working.  As far as I'm concerned these were unforced errors that impacted my campaign.  I do not think I should need to pay for the months the 800# was being used or the time the non-working number was on my ads that were posting on social media.  There is no way of knowing how much business I lost out on because of these errors on the part of Hibu.

  Hibu's representative did not address this and why their minimal credit was sufficient for these egregious mistakes.

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

  

  Business Response

  Date: 10/19/2022

  Good Afternoon. Our position stands as no basis. The email attached to the rebuttal showed confirmation that the Assistant tracking number was placed on the Search ads after the tracking number was canceled.  The search ads would lead to the mirrored Website when clicking on the ads.  As previously stated, this error was already compensated for.  The Social ads did not have a phone number listed in them. This can be confirmed in the Hibu dashboard.  There was a call nowbutton placed in the ads from 05/27/22 to 06/27/22.  This button took potential customers to the website.  An additional claim was opened because ***************** stated the Assistant phone number would disconnect if a client would not select the number 1.  This error could not be confirmed or duplicated;  however, a goodwill adjustment was given in the amount of $630.00.  The Assistant product was billed $149.00 per month and only ran for 4 months from 05/01/22-08/26/22.  The goodwill adjustment more than covered 100% of the cost of the assistant product.  No additional adjustment will be offered for this.

• Initial Complaint

  Date:09/22/2022

  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.

  Unethical business practices from an unethical company. Charged us for services that we didn't receive. They take a strategic approach, obstructing of any cancellation of their products. Which of course means they will continue to loose customers since their focused on taking your money instead of delivering value to customers. Took us a whole year to get everything cancelled; literally. You must document everything with them, never take anything as fact that they tell you on a phone call - it must be in writing. If you send them a letter you must get a signature on delivery or they will deny they ever received it. Bottom line is stay away from Hibu because they will attempt to cheat you at every turn. They should focus their energy on making things for their inherited customer base instead of milking them every month they can.

  

  Business Response

  Date: 09/28/2022

  September 26, 2022
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    **************** 
            ********************;   
            1522 ********.
            *************, ** 76302  
            Telephone #: ************                  
            Hibu ***************** Website and Display
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on September 22, 2022, about ************** claim that it took a year to cancel the products on the account.

  
  The Client, ************* signed a contract on 8/27/2019 for a Standard Website and Display products. ************** spoke to our cancelation team and requested to cancel the Website. The Website was canceled on August 17, 2021, and the Display remained active per her request. ************** called several times to cancel but when the transfer was to be done, she had disconnected the call. The cancelation did not get completed. The display was canceled on 8/17/22.
  We spoke to ************ by phone, and he said that they are not looking for compensation.

  
  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:08/30/2022

  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.

  I established a relationship with Hibu Inc. in February of 2022. I was locked into a 12 month agreement; however, I have since learned that a 6 month agreement was possible but not offered to me. The monthly charge has been $129 per month. I believe I have paid them for four months. During the first couple of weeks, they made my business available to a number of search engines. However, since that time, they have not provided anything other than a monthly analytical report which has not changed. In June (separate issue), due to being scammed, I closed all my bank accounts and credit cards. They originally verbally promised to do ads for me; however, I learned there were a number of packages each of which cost more than the $129 a month. They have actually done nothing to earn $129 a month. Because I closed my credit card they had on file, they could no longer charge me. I did not give them my new card number and I want out of the agreement. My account number is **********.

  

  Business Response

  Date: 09/02/2022

  
  
  Hibu Inc.
  *********************************************************** 52401
  Tel: ************
  Fax: ************
  September 2, 2022
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  **** ********** 
  **********, ** 50310
  
  RE:    *************************** Studio 
            ************************;   
            6454 ***********.
            **************, ** 84129  
            Telephone #: ************                  
            Hibu ************************** Solution
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received August 30, 2022, about Mr. ********* concerns that he did not get offered a 6-month package.

  
  The Client, ******************* authorized a 12-month contract on 2/22/22 for the ***************** Solution package. ******************** received a copy of the contract, which shows the duration of the contract as 12-months. ******************** was offered other packages that were 6-months but said he would not be able to afford those packages. ******************* has called several times to cancel but he is not eligible for cancelation because his contract is still within terms.

  We tried to reach ******************** by phone and email. There has been no response.
  

  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:08/22/2022

  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.

  On May 6th 2022, I had advised my account rep and salesperson to suspend our service because we weren't getting any business from the service and that I would reach out to her with the next moves. That email went out to ******************* and ***********************. On June 27th, After much deliberation and meetings with my partner, I text my claims salesperson (****) that we could no longer continue the service as we were continuously losing money and felt like we couldn't compete with the bigger companies. She did respond and say that the team would like to have one last meeting with me on July 12th before cancelling the service. On 7/8/22 without my say so or agreement, HIBU decided to resume my service. They said they "sent an email" stating that the service would resume. On 8/12/22 they charged my credit card nearly $10,000.00. When I called to say what is this they said well we sent you an email that your service would resume and you did not respond to it. - They made a decision to reactivate my account without so much as making a phone call when they just admitted that I had never responded to their email which is usually a good indicator that I didn't see an email from them. We get hundreds of emails a day. They also KNEW I had spoken to my rep and told them I was cancelling the service. - They wanted to have one last meeting with me on the 12th presumably to try and convince me to stay with them BUT THEY REACTIVATED MY ACCOUNT ON THE 8TH. WHY WOULD YOU REACTIVATE AN ACCOUNT 4 DAYS PRIOR TO A MEETING ABOUT A CANCELLATION.- They said my salesperson has no authority to cancel my account. I brought this up to **** and ***** on 5/6/22 via email to which they did respond so we know they got the email - Lastly and the best of it all, they reactivated my account on 7/8/22. In a month and a half I didn't get a single call from their service which is another reason why I didn't know they did this which only further evidence of the terrible service provided by this company.

  

  Business Response

  Date: 08/31/2022

  Please see attached.

• Initial Complaint

  Date:08/17/2022

  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.

  I had an advertising contract with hibu, it expired in July 2022. I received a monthly bill, I called them and reconfirmed I did not renew. I have received another bill with late fees, I called again and stated I did not renew and I always paid in full not monthly, the 1st time I called he said we sent you an email, I told them I never received one. The 2nd time I called she said we sent a notice in the mail, once again I told them I never received it. Also I never gave a verbal approval or written approval, hibu stated if you got the bill you got the notice, I DID NOT, she said they will continue to charge me this fee. I own D.P. plumbing is the name of co.If this is how they do business it's wrong and I should not have to pay the fee,

  

  Business Response

  Date: 08/22/2022

  This letter is being sent in response to the correspondence received on August 17, 2022,stating that *************** was billed for advertising that she did not authorize.  *************** was mailed a print to digital conversion letter on 04/04/22 to ********************************************** 52501.  On 04/08/22 the same letter was emailed to ************************************.
  We have contacted *************** and verified that both the mailing address and email address were correct.  *************** was advised that there would be no basis for an adjustment.  
  I apologize for any inconvenience this has caused.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17729966
  
  I am rejecting this response because: I truly did not receive either email or regular mail in response to this change they said they made, HIBU said they checked the records and did send out notices so therefore she will not remove the charge, they can say whatever they want I don't believe they sent anything out.  Every year I have to give a verbal to continue or start the advertising and sign a contract, I  gave no authority to continue advertising as these are renewed each year to start in July, I also have still never received a copy of the letter they are claiming to have sent, this is a very poor way of doing business. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/24/2022

  Good Afternoon.Our position stands as no basis.  It had been previously verified that both the letter mailed and email were sent out to the correct addresses.