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:03/13/2025

  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.

  Services were not what I was told it would be. I was just another number to them. They were not prompt on their response times and gave me minimal leads. Not even close to what they said I would get. I asked to cancel my contract due to lack of communication and performance. They would not cancel or let me adjust my monthly budget. They failed to meet their promises and their customer service is horrible.

  

  Business Response

  Date: 03/18/2025

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about performance results.  When we partnered with you, we provided a Statement of Work. The *** stated the Search would have a Click-Thru-Rate typically >1% with a Cost-Per-Click of $11.96 and the Display would have 9K-20K impressions with ***** clicks per month. We exceeded expectations for the Search with a CTR of 1.46% and CPC of $6.74. The Display had an average of 72K impressions and 160 clicks per month. We understand you were also concerned about your Sales Representatives response time. We have spoken with your Sales Representative who indicated she provided regular updates about your campaigns. Your program has been canceled as the contract term was met. Based on that information, we have found all your concerns to be in order and have emailed you with a direct number and email, should you have further questions or concerns.

• Initial Complaint

  Date:03/10/2025

  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 am not sure how Hibu marketing is still allowed to do business. I was told that they would be able to help my small business grow. Little did I know that I would be locked into a 6 month contract - spent over $7,400 and did not receive 1 new client from them. This is absolutely not acceptable. I tried to pivot and lean into what I thought was expertise... all they wanted to do was throw clicks and numbers of impressions at me that did not amount to any kind of business. They always redirected me to another department to help - no one took any responsibility for the lack of commitment to their product. They told me I wasn't paying enough for ads, so I adjusted that. They told me I needed to sign up for longer contract. I said - you have not proven that you can get me 1 client in the 6 months I have paid for... why would sign up for longer. It was an absolute waste of my time and money. How many complaints do you need to have to shut businesses like this down. As a small business this was a sacrifice that my family had to make to try and grow our business. The money we paid for ZERO marketing help was taken out of my own family's pocket. And absolutely no one wanted to take responsibility for it - instead I keep getting emails with their Statement of Work - that allows them to continue to operate in this way. I continue to wait for someone to have the guts to at least call and try to make things right as business owner that stands behind their work.

  

  Business Response

  Date: 03/12/2025

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about our ability to fulfill our promises. On 09/18/24 when you agreed to the advertising, a SOW (Statement of Work) was emailed to you that listed the expected results of the program. After a thorough review, we found that your products have exceeded expectations.  The Display ads averaged ****** impressions and over 163 clicks per month, which exceeded the expected results of 9,000-20,000 impressions and ***** website clicks.  Based on that information, we have found all your concerns to be in order and have emailed you with a direct number and email, should you have further questions or concerns.
  

  Customer Answer

  Date: 03/13/2025

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

• Initial Complaint

  Date:03/06/2025

  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.

  On 2/24/25, I signed a contract on behalf of our business after multiple calls by our sale **** ******* St ******* (even while I was on vacation and told him we would touch base when I return) to sign the contract. After signing the contract, we contacted customer service and ******* to nullify the contract within 48 hours of signing. The terms and conditions allow for a 7 day cancellation period and were told by the *** that it would be canceled. However, we were then told later by ******* that we couldn't cancel. We then called our onboarding specialist and the customer service line again demanding that the contract be nullified due to us contacting them within terms. They then agreed again that, yes, the contract could be canceled and they would handle everything. Now, today, we received yet another call stating that we could not cancel. I paid a $99 fee to get started and I'm not even asking for that to be refunded. I just do not want to use their services going forward.

  

  Business Response

  Date: 03/06/2025

  We appreciate the chance to respond to your issue. Our records show that you had requested to cancel, however you are still within the terms of your 6-month contract. As a goodwill gesture your cancellation request was approved. The 02/26/25 invoice was your last.  

• Initial Complaint

  Date:02/14/2025

  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 am filing this complaint against Hibu Marketing due to their gross mishandling of my businesss online presence. I own All-American Weight Loss and Wellness, with locations at ***********************************, and ************************************. I previously used ******** for digital marketing and, upon their merger with Hibu, decided to continue services. However, my experience with Hibu has been nothing short of disastrous.Rather than properly linking my existing ****** Business Profile for the ****************** location, Hibu incorrectly changed my primary ***************** location to ******************. This immediately caused chaos for my business:My ***************** location is now invisible on ******, and patients cannot find it.Patients have shown up at the wrong location (*************) because of this error, resulting in lost revenue.Hibus actions led to ****** suspending my business profile for ******************I have been forced to submit an appeal to ****** and am currently waiting for reinstatement.Despite multiple attempts to have Hibu correct their mistakes, they have been completely ineffective. I have had to personally handle all communication with ******, spend hours on the phone, and complete multiple verification videos to try and regain control over my own business listingall without any real support from Hibu.I have spoken with both my direct representative and the regional VP at Hibu, and they have acknowledged that this issue was caused by their actions. Despite admitting fault, I am receiving pushback on my request to terminate my contract. Hibus negligence has had a direct financial impact on my business. At this point, I have no faith in Hibu as a marketing provider and do not wish to be bound by a contract with a company that has actively damaged my business instead of helping it grow. Desired Resolution:Immediate termination of my contract with Hibu with no further obligations.

  

  Business Response

  Date: 02/20/2025

  
  We appreciate the chance to talk with you regarding your concerns. We are happy that we were able to reach a mutual agreement on this matter. All products have been cancelled and no further payments are required on your account.

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising 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 have used Hibu for close to 5 years and we decided to pause our services in aug of 2024 while we decided if we wanted to continue services. We had been using them blindly with not much to show as far as results but we kept it going because of our relationship with the sales ********* *** at the time told us, in person, that it was all set to be paused and we have nothing to worry about. At that point we had gone month to month outside of contract and the pricing went up 20% without any notice. At the end of the year I noticed a charge come thru so I figured it had gotten unpaused and we immediately went to contact our *** to tell him we wanted to cancel all together and then realized that not only did he not work for the company anyone but also that he had never paused our account and we had now been paying 626 a month (515 previously) throughout the entire time that we thought we were paused (5 months). We contacted hibu and they wanted proof of the pause from texts or emails and have rejected our claim because we failed to provide supporting evidence since we have none because we did it in person. Maybe it's my fault for trusting, and maybe our fault that we didn't catch the charges coming thru. But I think their business model takes no accountability for their sales peoples actions and I believe they turn a blind eye to the predatory actions of their sales people. I believe they are acting in poor faith by having plausible deniability of the sale forces questionable practices and maybe even encourage it based on my observations. There is a reason there are so many complaints here on bbb about their business. Reddit is loaded with complaints as well. If I had read these before I would have never used their services. I plan to contact other people who have had similar experiences and form a lawsuit against HIBU for their practices.

  

  Business Response

  Date: 02/13/2025

  We appreciate the chance to respond to your issue. You have been a loyal client for over 5 years, which we value. We understand that you claim that you had requested to cancel, however we show no record of it. A cancellation is scheduled for all products and services and the January invoice is the final invoice. 

• Initial Complaint

  Date:02/03/2025

  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.

  We contracted with Hibu on 11/6/24 to build a custom website and develop traffic flow to our business through their SEO program. We were promised social media marketing assistance and a custom video as well as a website that would go live in 2 weeks (per the contract). Our website went live on 11/28/24 (3 weeks after contract) and there were numerous issues. Our site and video were full of stock images and our website write up appeared to have been AI generated. I personally had to log in and make changes as my requests and emails were not responded to. Our biggest issue was when I did send a request for our video to be changed from stock images to our provided before and after images, a new video was uploaded by our Hibu *************** Consultant *******. This video contained only before images, without any explanation. Obviously, a very, VERY bad look for a construction company. I emailed back immediately and received no response. I had to go in and delete the link to the video on my own. After numerous calls to our Hibu account manager ****** and her manager ****, it took nearly two weeks for the video to be fixed. During this time, I have requested that our contract be severed so that we may be free to move on with advertising elsewhere for our business. I cannot trust Hibu to continue to have our best interests at heart. Despite asking both ****** and ****, neither have been willing or able to release us. They have offered a $700 credit but will continue to bill us otherwise unless the contract is ended. This is unfair to us, when we have done everything on our end and Hibu has made a mess of our online presence and our businesss appearance. Were not asking for a refund. We just want out so that we can move on.

  

  Business Response

  Date: 02/14/2025

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about the delay in the creation of your website. Several changes were made during the build process delaying the website from going live. We understand you were also concerned over the website video. We are still working to change the photos on the video to your satisfaction. We have offered a credit for this issue. Our records show that you had requested to cancel, however you are still within the terms of your 6 Months contract. A request to cancel can be made on 6/6/25. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22891846
  
  I am rejecting this response because: My issue has been with regards not just to the creation of the website and the video, it has also been with regards to the customer service. I have gone weeks (now over a month) without ever receiving a response from *******, our site designer. I did not receive any contact regarding my concerns about the website until I made a formal complaint. I have requested to even buy out the contract so that the website can be removed, and this has been refused as well. I find this entirely unreasonable. I feel as if our business is being held hostage. A quick review of Hibu's complaints on BBB shows that I am far from the only person who has been through this experience.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 02/20/2025

  We appreciate the chance to respond to your issue. We understand that you were concerned about the lack of response by your website designer. The *************** Consultant works the account until the products are published. After publishing, changes and follow-up are handled by our Support Team. Your products were published on 12/9/24 and your images were received on 12/31/24. Upon receipt of your images,the DSC on your account created an amends case to change your video. We apologize that she did not respond to your email. You are still within the terms of your 6 Month contract. A request to cancel can be made on 6/6/25.However, we are still able to make changes to your website.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22891846
  
  I am rejecting this response because pictures were uploaded directly onto the website for use on the day I sent changes back to the team (11/29/24). I am also failing to understand why there is no option to buy out of the contract. It serves no purpose at this stage to try to continue to keep me as a customer. 
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 02/20/2025

    
  Complaint: 22891846
  
  I am rejecting this response because pictures were uploaded directly onto the website for use on the day I sent changes back to the team (11/29/24). I am also failing to understand why there is no option to buy out of the contract. It serves no purpose at this stage to try to continue to keep me as a customer. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 02/24/2025

  Rebuttal stands as originally issued with the below response to the BBB. 
  We appreciate the chance to respond to your issue. We understand that you were concerned about the lack of response by your website designer. The *************** Consultant works the account until the products are published. After publishing, changes and follow-up are handled by our Support Team. Your products were published on 12/9/24 and your images were received on 12/31/24. Upon receipt of your images, the *** on your account created an amends case to change your video. We apologize that she did not respond to your email. You are still within the terms of your 6 Month contract. A request to cancel can be made on 6/6/25. However, we are still able to make changes to your website.
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22891846
  
  I am rejecting this response because there should be no reason I cannot buy out of the contract unless youre hoping that I wont remember to cancel on the date youve provided and try to trap me in another extension of the contract? I seem to have encountered that complaint from other customers here on ********************. Quite honestly, your business model is predatory at best.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/03/2025

  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 am a small business a Wedding Planning biz in ********, ** since 1991 and a 78 year old woman who has owned my successful wedding planning biz for 34 years. I recently hired HIBU to do digital marketing for me. I have had a horrible experience with them starting with losing my *** 6 weeks after I signed the contract. I have actually lost revenue since hiring them with proven sales tracked for years. I want to CANCEL with them and I have a 6 month contract but they will not cancel and they have no cancellation policy. I have found horrific reviews of this company because of this practice where they do nothing but won't cancel you. They have all my website info and I want to be free of HIBU but they will not cancel me and I have asked them to do so for 2 weeks. I have paid for 2 months and can't pay for anymore because my sales have dropped since hiring them. I am so distraught I don't know how to reach anyone but the Sales ***! This has been a nightmare!

  

  Business Response

  Date: 02/06/2025

  Our records show that you had requested to cancel, however, you are still within the terms of your 6-month contract.  A request to cancel can be made on your ***************** Solution after the 05/18/25 invoice, and the Social after the 06/18/25 invoice. We understand that you were concerned about our ability to fulfill our promises. On 12/10/24 when you agreed to the advertising, a SOW (Statement of Work) was emailed to you that listed the expected results of the program. After a thorough review, we found that your products have exceeded expectations.  The Social ads averaged over 164 clicks per month, which exceeded the expected results of 40 website clicks.  Based on that information, we have found all your concerns to be in order and have emailed you with a direct number and email, should you have further questions or concerns.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22890889
  
  I am rejecting this response because:

  This company is known for poor business practices and there is no Cancellation Policy in their contract. My company has suffered a 66% loss in business. 

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

  

  Business Response

  Date: 02/07/2025

  Our stance remains the same; there is no reason for adjustment or early term cancelation. 

• Initial Complaint

  Date:01/27/2025

  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.

  The documents uploaded will show the amounts and dates funds were withdrawn for services that has not been fulfilled or has started for my business Extreme Eclipze Window Tinting . My company have not been contacted or serviced by HIBU in any form based on the promised services listed within the contract.

  

  Business Response

  Date: 02/05/2025

  Thank you for speaking with us regarding your concerns. We understand that you were concerned that we did not create a website for you.  We built a website and published it on a subdomain on 9/25/24 because you did not have the domain login information. We updated the domain to ****************** on 10/10/24 and published the website to it. Unfortunately, we did not update the domain in the Listings which caused consumers to get a 404 error when clicking through to your Hibu website. We have emailed you an offer to cover that error. We understand you were also concerned about performance results. When we partnered with you, we provided a Statement of Work. The *** stated that you were responsible for connecting ****** and ******** to the Hibu platform. The *** also stated that Display would have ****** to ****** impressions with ****** clicks per month. We exceeded the expectations for the Display with over ******* impressions and an average of 276 clicks per month. Your listing error rate dropped from 75% to 0%, and you received ************************************************** ranking to 8 and 21 from the beginning of your program. We understand that you have requested to cancel, however you are still within the terms of your 6-month contract. A request to cancel may be made for the Smart Online Presence on March 18, 2025, Display on March 27, 2025, and Local Ranking on April 10, 2025.
  

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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.

  The company was unable to produce the product they stated they could. They made a website that did not function for my company. Then once they actually understood what my company does, they said they could not build a website for my type of company, they don't have the capability. to. So I asked them to cancel my account since they could not complete the statement of work. Now, nobody will answer my call to refund my money and the people on the call line will not cancel it. Absolute worst. This is a scheme company that is incapable of helping people. All I want them to do is cancel my contract. They can keep what I paid. If there is no response since none of the people that are above my account will answer the phone or cancel the contract I will have a lawyer send the paperwork to retrieve all of my funds since they have not completed the statement of work.

  

  Business Response

  Date: 02/05/2025

  We appreciate the chance to respond to your issues.  Our records show that you had requested to cancel, however you are still within the terms of your 6-month contract. So far, you have completed four months of the Smart Online Presence package and one month of the Display product.  Before the Smart Online Presence package was sold, you were informed that Hibu does not create e-commerce ********* agreed to provide a link to your e-commerce site to be added to your Hibu site, which was also discussed during the consultation. It wasn't until after this consultation that you changed your mind about the type of website you wanted.  As per our settlement agreement, all your products have now been canceled, and your account balance has been adjusted accordingly.  
  

  Customer Answer

  Date: 02/05/2025

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

• Initial Complaint

  Date:01/16/2025

  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.

  $4747.24 is the total balance that they are trying to charge broken down over a 6 month commitment. The onset was 10/2024 with a promised meeting monthly from 11/2024 on and none of those meetings have been upheld on the from HIBU.We were promised ************* and targeted advertising with a dashboard that would monitor and where we could create campaigns. We have no way of knowing if this happened because we cannot speak with anyone on the HIBU side.***** requested that I send the information directly to him, which I did on October 31, following an initial submission to his technical support team on October 21. However, after missing three scheduled meetings without prior notice, I discovered that neither ***** nor the technical team had taken any action on the campaign. Almost an entire month of paying for a service with no action on the service providers ******* is also important to note that the ****** reviews, submitted by ****** users, are from our own internal campaigns and were not generated by HIBU. While I understand that some ******** posts may have been created, this is the only tangible service we have seen, and we were only made aware of it after HIBU missed every scheduled meeting and this dispute was filed. This was not attempted to be resolved by HIBU except for denying our request to terminate their actions, or lack there of, from our ****** page, website and ******** page.

  

  Business Response

  Date: 01/29/2025

  Thank you for speaking with us regarding your concerns. We understand that you were concerned that we had not delivered what we promised in your contract. We have reviewed your account and had offered credit because contacts were not added to your Assistant as requested, but you had refused the offer. We understand you were also concerned over the lack of response from your Sales Representative and we apologize for that. Due to your unhappiness, we are canceling your contract early per your request. We have emailed you with a direct number and email, should you have further questions or concerns.