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:12/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I i was lied to by a hibu dalesman and tricked into a contract for digital marketing in dec 2024 i gave salesman a deposit to build a website for my buisness upon review of website i was unhappy and found out he signed my name to a contravt and charged me ****** i cancelled my card and called to cancel service and was told i cant cancel i was contacted by collection depr for a 4 dollar balance i will pay 4.00 in cash but will not pay any other way or would like to sue for tgeft of service this company is a scam and have found warnings from other contractors online

  

  Business Response

  Date: 01/08/2025

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about the signature on your contract. Although you said the Hibu Sales Representative signed your name on the contract, you did not want to pursue the issue. We show the contract was authorized by you and you had also attended the consultation. As requested, we canceled the Search on 1/6/25 and the Smart Online Presence will be canceled on 1/10/25. We understand you were also concerned over the $4.00 balance on your account; we are waiving the billing charge. We are happy that we were able to reach a mutual agreement on this matter and are glad you were satisfied with this resolution. 

  Customer Answer

  Date: 01/09/2025

   
  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:12/24/2024

  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.

  False contract terms.Denial of service **************** approval Requested to continue service after contract expiration. Continuous Charges for 6 months after contract over

  

  Business Response

  Date: 01/03/2025

  We appreciate the chance to respond to your issue. You had been a loyal client for over 12 months, which we valued. We understand that you claim that you had requested to cancel on 5/20/24, however you were still within the 6-month terms of your new contract. A cancellation has now been processed for all products and services per your request.
  

• Initial Complaint

  Date:12/16/2024

  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 was approached by a salesperson from hibu a few months ago for marketing for my business.After a few months of talking we had settled on a marketing strategy and price that would be paid monthly for services.The price settled upon was $750 a month.After our first meeting I was told I would need to pay $450 initially for my website build, which I paid. At the end of the first month I was then told I owed another $1000 which was not part of any agreement we had made.The salesman also claimed I could pause service any time if we had a bad month. When I asked about this and told them payment was to high, and wasnt what was agreed upon I was told it was the agreed upon price.Furthermore, my website ****************** still isnt online that the $450 was supposed to pay for and its been over two months.Essentially I have paid for nothing, the company has provided me with none of the services promised and expect me to pay them for goods and services they have not provided. I am now receiving multiple harassing phone calls a week asking for payment.I will not be paying anymore to this company and I simply wish to cut ties as they have already recieved $450 and not delivered an end product.

  

  Business Response

  Date: 12/19/2024

  We have attempted to contact you in hopes of discussing your account further but have not been able to reach you. After reviewing the issues you have reported, we found all your concerns to be in order and have emailed you a direct number and email should you have further questions or concerns.  Our records show that you had requested to cancel, however, you are still within the terms of your six-month contract. A request to cancel can be made for your Smart Online Presence package after the 02/10/25 invoice.  The Search program has only completed one month of the contract and is currently paused; therefore, we are not able to provide a date the cancelation can be requested.  On 09/19/24 when you agreed to the $914 per month 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.  Before your Search product was paused, you averaged 78 clicks per month, which exceeded the expected results of 45 clicks per month.  Your listings started at a 100% error rate before Hibu and are currently at 7%.  Before your website was pointed away, there were 259 visits, with 92.1% new visitors.  The **** website was published until your domain was pointed away from the Hibu website.  If you need assistance pointing the domain back to the Hibu website, please contact our support team at ************. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22692686
  
  I am rejecting this response because: this was the first month result in the photo anttached. and if you check the listed website you have attempted to list. It does not exist. Your services did NOTHING. It actually made the performance of my website and my entire ****** platform worse. I have not recieved a single inquiry from a real customer that has initiated through search engine since you guys destroyed my website and my business pages.

  ****************** no longer exists.. which is the website I paid you guys to build.

  Again, I will not be doing anymore business with your company moving forward. And I will not be paying another bill. You have provided ZERO service to me. My bank has been notified to not process any transactions from your company because you are scam artists.

  And $915 a month? The local salesman that initiated this service verbally told me $750, he also told me there would be no extra setup fees or charges verbally. But as soon as we began moving forward everything changed without my knowledge. 
  

  The salesman CAME TO MY HOUSE and told me these things face to face 

  I no longer have trust or confidence in your company, I will no longer be engaging in conversation or any further debates about your fake services.

  
  ****** ****

  

  Business Response

  Date: 12/20/2024

  Our position stands as previously indicated.  Our records show that you had requested to cancel, however, you are still within the terms of your six-month contract. A request to cancel can be made for your Smart Online Presence package after the 02/10/25 invoice. The Search program has only completed one month of the contract and is currently paused; therefore, we are not able to provide a date the cancelation can be requested. On 09/19/24 when you agreed to the $914 per month 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. Before your Search product was paused, you averaged 78 clicks per month, which exceeded the expected results of 45 clicks per month. Your listings started at a 100% error rate before Hibu and are currently at 7%. Before your website was pointed away, there were 259 visits, with 92.1% new visitors. The **** website was published until your domain was pointed away from the Hibu website. If you need assistance pointing the domain back to the Hibu website, please contact our support team at ************.

• Initial Complaint

  Date:12/13/2024

  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 paid HIBU ******* over the last 2 1/2 months for on line marketing and their response from this has been poor. I have not been able to make any money from it and now they want more. I have to get some good leads to sell some jobs in order to pay for more advertising.

  

  Business Response

  Date: 12/17/2024

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about our ability to fulfill our promises.On 09/19/24 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. Since your website was published over two months ago, it has had ***** visits with 97.2% of those being new visitors. The Display ads averaged ******* impressions and over 125 clicks per month, which exceeded expected results of ****** impressions and 100 clicks. The *** stated that the Search ads would maintain a consistent click-through rate (CTR) greater than 1%. Your Search campaign had a CTR of 2.31%.  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:11/12/2024

  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 January 2024, despite already having a marketing campaign in place, I was approached by a Hibu sales representative, ******** *********, who solicited Hibus services to me. Choosing to work with Hibu turned out to be one of the most regrettable decisions Ive made.After the initial sale, it quickly became apparent that ******** had neglected his obligations to ensure that the service I was promised was actually delivered. I raised my concerns immediately, but for several months, I received no response from anyone at Hibu.Based on my experience, I believe Hibu relies on misleading tactics to inflate their perceived value. Their service does not hold up against competitors, largely due to a fundamental lack of follow-through. They lure you in with promises, but once you sign up, youre treated as just a number. The support and guidance promised during the sales pitch vanish, replaced by unfulfilled promises and poor **************** add insult to injury, they inflated my pricing and provided minimal support my only interaction being a one-sided video without any opportunity for a one-on-one discussion or space to voice my concerns.After voicing my objections and refusing to continue paying for services I felt were misrepresented, Hibus response was to send my account to collections, assuming that I had no recourse. However, they overlooked that a contract is intended to protect both parties. Ive presented evidence to the attorneys handling the matter, and they have found no legitimate documentation from Hibu to support their ********* summary, I strongly advise against doing business with Hibu. They seem more interested in collecting fees than providing meaningful service. For anyone considering Hibu, proceed with extreme caution.

  

  Business Response

  Date: 11/19/2024

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about a lack of response from your Sales Team.  We have spoken with your Sales Representative who indicated that he was in touch monthly until the account was sent to collections. We understand you were also concerned that we did not complete any SEO work on your website. Your website login information was provided on 1/31/24. When we partnered with you, you received a Statement of Work (SOW) that said we would conduct website audits, create up to 7 backlinks per year and write 2 blog posts per year. We have completed 114 site audits, created 4 backlinks and 1 blog post. All products were canceled for nonpayment. You are responsible for the balance on the account.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22544633

  Final Result: Unresolved 

  I am rejecting Hibus response to my complaint because their claims are unsubstantiated and misleading. The fact that Hibu had to ask their representative whether he maintained contact with me, rather than relying on actual records, demonstrates a lack of proper documentation to substantiate their claims. Hibu relies solely on the word of the representative, without providing any supporting evidence to prove their assertions.
  
  The only communication I received consisted of one-sided videos sent after *********************************** follow-up. I have written correspondence proving this lack of communication. Despite multiple requests, Hibu has failed to provide an itemized list of services performed. The only explanation offered referred vaguely to site audits, which were never addressed or rectified. Reports from ******* confirm that no SEO optimizations were implemented as claimed.
  
  Furthermore, Hibus practice of preventing customers from recording calls eliminates accountability. While they claim calls may be monitored or recorded, this ambiguity leaves customers without any concrete evidence to protect themselves.
  
  Hibu has yet to produce tangible proof of work performed. Their attempt to take credit for a keyword improvement after 30 days is misleading, as SEO efforts typically take 3 to 6 months to yield results. The claim that I owe $900 for these services is entirely unjustified.
  
  Unfortunately, I will now pursue additional remedies with the ************************************ and the ************************ for malpractice and misrepresentation.
  
  I strongly caution others against engaging with Hibu. Their services are overpriced at nearly $1,000 per month for minimal results. Dispute resolutions are conducted via one-sided videos, leaving no opportunity for customers to refute their claims or explain inaccuracies.
  
  
  
  

  

  Business Response

  Date: 11/25/2024

  We maintain our previous position that there is no basis for an adjustment. Thank you.
  
  
  
  
  

• Initial Complaint

  Date:11/07/2024

  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.

  To whom it may concern,My name is **** ******* and my company name is *************************. This summer I started dealing with company called Hibu Inc. Their *** found me and offered me their marketing services. Unfortunately I knew nothing about this company and the *** told me so many wonderful ways they would help me advertise and grow my business that I ended up signing a contract with them for 6 months. Right away when they set up my account the nightmare began. I started receiving multiple calls a day that were not potential clients but actual spam calls. I gave this company a chance to do what they promised but when I was getting calls after calls of spam I complained and they changed my number. After a couple days, the new number started receiving overwhelming amount of spam calls again. They would start early in the morning and wouldnt stop until well into the night. I called the company and asked to break the contract as nothing they promised came to fruition. I was told I cannot break the contract. They kept charging my card monthly. At one point I got so tired of the constant spam harassment that I called and just to take my number down so I dont receive these spam calls, and they did. However, they keep charging my card for the service they didnt provide and now they dont even have a working number for me and still charge my card. After doing a little research now, I understand that this a predatory company that does this to all of their clients. I am not sure how theyre still around. I disputed the charges but they are threatening me to come after me for the remaining balance. Someone recommended I get in touch with the Better Business Bureau and attorney general and seek help. I have already reached out to the attorney general and waiting on their response. Please let me know if you can help me with this.Thank you,****

  

  Business Response

  Date: 11/07/2024

  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-Months contract. A request to cancel can be made on your Smart Online Presence product after the 12/13/24 invoice.  Due to your Search and Social ads currently being paused, we are not able to provide an exact date for cancelation.   Currently, those two products have only been invoiced for three out of six months.  A request to cancel the Search and Social can be made once they reach their contracted terms.

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22522303
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/11/2024

  Our stance remains the same, and we assert that there is no justification for an adjustment or early termination.

• Initial Complaint

  Date:10/30/2024

  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.

  I hired Hibu in May of 2024 to help grow my new flooring business' online presence. I explained to the salesperson exactly how I would like my company represented online and how I would like to push monthly sales promotions and the services my company offers. The salesperson told me no problem and said that we would have bi-weekly meetings to discuss these promotions and cover the metrics of the website, these meetings never happened over the course of the 3-4 months I used their platform. I never had one meeting with hibu except for the initial meeting where I signed up. I was paying just over &***** per month for Hibu to provide an online presence for me and generate leads. Hibu's platform with a $***** per month budget produced just 1 viable lead over the entire 4 months. Imagine paying $12,000- $16,000 just to sit in front of one customer. All of the other phone calls their advertising produced was spam from other marketing companies and Hibu counts those as leads on your metrics. I realized rather quickly that Hibu does not know how to advertise for my company. Once they built the initial website they basically disappeared. Hibu wasn't following through with anything they said during the sales pitch, I brought this to the attention of the claims department when I was asking for a refund and they stated that it doesn't matter what the salesperson said, the only thing that matters is a scope of work they provided at the beginning of this campaign, which basically list off expected performance numbers and of course the infamous line " We Don't Guarantee Results". The reason this campaign failed is because Hibu is incompetent, and they did not deliver the customer service to me as their customer. I asked for a refund because they only provided half of the service, they didn't do any of the online marketing I wanted. There is just so much hibu promised and did not deliver on. They basically give you very generic AI looking ads and tell you buzz words to look good

  

  Business Response

  Date: 11/05/2024

  Thank you for speaking with us regarding your concerns. We understand that you were concerned about our ability to fulfill our promises. On 05/14/24 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.  Since your website was published four months ago, it has had ***** visits with 96.8% of those being new visitors.  The Display ads averaged ******* impressions and 325+clicks per month, which exceeded expected results of ****** impressions and 210 clicks. The SOW stated that the Search ads would maintain a consistent click-through rate (CTR) greater than 1%. Your Search campaign had a CTR of 3.89%.  You had ten Local Ranking keywords that started at a baseline ranking of 999+ and all ten eventually ranked higher ending at rankings of 1,2, 4, and 10. 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:10/22/2024

  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.

  Was told they could do ******** and instagram ads when I signed up. Upon initial onboarding call they were selling me on web page traffic ads. I told them I have no need for that since it wouldn't be applicable to my business. Sales *** said ignore them and he would get me with the right department. I asked to cancel service he said they could only pause for now and would correct it later. I emailed the contacts I had to cancel service and never got any responses. I called their customer service line and they say only the sales *** can cancel and are still trying to charge me even though they have provided NO services. They wound cancel and continue to attempt to bill me.

  

  Business Response

  Date: 10/28/2024

  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. A request to cancel can be made for your ***************** Solution after the 12/11/24 invoice. Due to your Search and Social ads currently being paused, we are not able to provide an exact date for cancelation.  Currently,those two products have only invoiced for two out of six months.   A request to cancel the Search and Social can be made once they reach their contracted terms. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22457888
  
  I am rejecting this response because:
  I have notified the account and the sales *** on multiple occasions that this was not the service I signed up for or wanted. They are professional scammers trying to keep billing you for services I do not want. They are harassing me and sending me more bills and will not cancel the account. The account was never fully set up because on the initial onboarding call I let them know this was not what I was looking for and had no need for it.  They refuse to return my $4000 deposit as well. Clearly they have been doing this to multiple people and I'm sure there are many complaints afainst them.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/29/2024

  Our position stands as previously indicated; you are still within the terms of your 6-month contract. A request to cancel can be made for your ***************** Solution after the 12/11/24 invoice. Due to your Search and Social ads currently being paused, we are not able to provide an exact date for cancelation. Currently, those two products have only invoiced for two out of six months. A request to cancel the Search and Social can be made once they reach their contracted terms.

• Initial Complaint

  Date:09/09/2024

  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.

  Breach of contract, did not supply services per the scope of work, and still charged full amount with no refunds. ******** customer service. Lied to countless times by VP's and higher level Managers. Data breach, and unathorized login's to our Hibu dashboard, where a company representative changed settings in our hibu dashboard that changed the settings in our email servers that caused email issues that damaged our business, taking away the ability to communicate with our customers, and for customers to communicate with us, damaging our income, reputation, and business as whole. All just for HIBU's entire team to deny responsibility the entire time, and as soon as the evidence was uncovered, Hibu placed a gag order on their employees, and sent us a disengagement letter demanding that we do not contact them anymore.. high class HIBU, with zero business integrity. They know what they did, accidentally or not, and they only care to cover it up and protect themselves, instead of making it right the the "Small and Medium-sized" family owned businesses that they say they "service"... nothing but horrible experiences with Hibu historically, but this is a giant disaster, and HIBU needs to be held repsonsible

  

  Business Response

  Date: 09/18/2024

  We appreciate the chance to respond to the complaint made by **** ****, owner of Dach Fence.  All of the allegations in the complaint are demonstrably false.  Mr. **** has been a customer of ********************** for ten years, with Hibu providing digital marketing and advertising services to three of his businesses over a good portion of that period.  Mr. ***** complaint arises out of the digital marketing and advertising campaign for Dach Fence.  The complaint arises out of Dach Fence experience email deliverability issues. After extensive research and investigation by the Hibu **************************** Product and Operations teams and review and discussion by Hibus Technology team with two of Dachs Fences technology vendors, we concluded and we advised Mr. **** that the deliverability issues did not arise from any work done by Hibu but were attributable to technical configuration issues with Dach Fences hosted email services and domain name services (DNS) neither of which were provided by Hibu.
  
  Contrary to the complaint, there were no unauthorized logins by Hibu personnel to Dach Fences Hibu Dashboard, nor did Hibu make any changes to Dach Fences Hibu Dashboard that could have impacted its email deliverability.  Hibu did not access or change settings in Dach Fences hosted email service or ************ an account and password specific to Dach Fence and unknown to Hibu would be required to do so.   There was no data breach attributable to Hibu.
  
  Numerous employees in Hibus Sales, Customer Service,Technology and Product communicated with Mr. **** and other representatives of Dach Fence for a period of weeks both by phone and email.  In those communications, our employees have at all times been transparent with Mr. **** and provided him with full and complete responses to every one of his inquiries.  The idea that Hibu placed a gag order on its employees as soon as the evidence was uncovered is absurd.  As noted, we did not uncover any evidence indicating that Hibu was in any way the cause of the email deliverability issues.  It was only when it became clear that Mr. **** refused to accept those conclusions or to have a rational discussion and became verbally abusive to our employees that he was instructed to direct all of his communications to our legal counsel.
  
  Mr. ***** statement that Hibu charged him the full amount is also not correct.  As matter of goodwill, Hibu allowed Dach Fence to cancel its contract with Hibu effective as of September 9, 2024, notwithstanding the fact that Dach Fence had not fulfilled the required six-month contract term, and waived the monthly payments that would be due for the balance of the contract.  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22259151
  
  I am rejecting this response because: The statements provided in Hibu's repsonse are inaccurate in regard to the situation. The issue from the beginning , is that Hibu has chosen the narrative path that best serves Hibu, exactly as they are doing in their response. Hibu's responses would be better received, if they were accurate, honest, and transparent in their verbiage. HIbu's internal investigation was not reported accurately, or honestly, to Dach Fence, as we have evidence and proof of this. To which, the BBB will help find no resolution within the powers of the BBB. Multiple Hibu employees were caught being dishonest, and were so far from transparent in this process. Hibu denied Dach Fence our own IP information, which is illegal, and a breach of our privacy and data rights, amongst other issues. Hibu's internal investigation also uncovered that Hibu services WERE a direct part of the problem based on one of their email services utilized, as stated by an internal Hibu employee amongst each other in a written proof format. And, in fact, Hibu did send Dach Fence a letter to "Not contact any other members of our sales team or any other Hibu employees", within less than 1 calendar day after a discovery phone call with (2) VP's at Hibu, as Dach Fence shed light on the evidence of the cause of the issue... For Hibu to state that they did not in their reponse would be inaccurate in itself. We have digital and paper copies of this, directly from Hibu...  It is fine that Hibu takes this stance on this matter. Hibu's stance from start to finish displays pure negligence, lack of integrity, and lack of professionalism, and I expect nothing more from Hibu in the future. It's a shame that such a large company with as many resources as Hibu has, can treat the small-medium sized businesses that they market to serve, in such a manner. An easy resolution could have been made if Hibu acted in a timely manner at the beginning (Long ago), when Dach Fence brought these issues to Hibus attention, just days after Hibu services were initiated. But, instead, Hibu took the stance that they had no involvement or direct cause from the beginning, with or without just evidence or reason, even as time passed, and more discoveries were made, including by their own internal team members. NOW, the cause of this issue (as stated by Hibu consultants via an internal investigation, and supported by evidence provided by Dach Fence's IT Team) has completely "cooked" our email server, resulting in Dach Fence needing to propagate to an entirely new email server due to Hibu's services effect on our infrastructure, and lack of diagnostic early on to revert the damages done. Not to mention the extreme stress and loss that this has placed on our business infrastructure. Whether Hibu wants to admit that here at the BBB, or not, is a measure of Hibu's ethics, and the understanding of what it means to do the right thing. But we are way beyond that now, as Hibu has taken their stance from the beginning, regardless of facts and evidence uncovered from investigating this matter. Hibu will continue to select the narrative that best serves a favorable outcome for Hibu; not what is the best and right thing to do in its entirety, regardless of facts or evidence to this matter.
  

  

  Business Response

  Date: 10/01/2024

  As we stated in our response dated September 18, 2024, following extensive investigation including fact-finding and discussions with Dach Fences technology vendors, Hibu concluded that the problem experienced by Dach Fence with email deliverability was not caused by Hibu and was in fact attributable to configuration issues with Dach Fences hosted email services and domain name services (DNS) neither of which were provisioned by Hibu.  We again note that we have made Hibu personnel from our Sales, **************** Technology,Operations and Product teams available for extensive discussions with *******.  Mr. **** may not like what he has heard, but that does not make what we have told him inaccurate.  *********** actually has proof that Hibus services were a direct part of the problem, or as he alleges for the first time in his September 19 response that Hibu has somehow breached his privacy and data rights, he has not shared any of that with us.  Lastly,we have not cut off Mr. ***** right to communicate with us; we have simply told him to direct his communications to our Legal Department.  That was in response to the threatening tone of communications ******* was directing to our employees.
  
  All that said, we are sorry to part ways with a long-time client like Dach Fence and we wish Mr. **** well in the future.  

  

  Business Response

  Date: 10/01/2024

  As we stated in our response dated September 18, 2024, following extensive investigation including fact-finding and discussions with Dach Fences technology vendors, Hibu concluded that the problem experienced by Dach Fence with email deliverability was not caused by Hibu and was in fact attributable to configuration issues with Dach Fences hosted email services and domain name services (DNS) neither of which were provisioned by Hibu.  We again note that we have made Hibu personnel from our Sales, **************** Technology, Operations and Product teams available for extensive discussions with ************************ may not like what he has heard, but that does not make what we have told him inaccurate.  *********** actually has proof that Hibus services were a direct part of the problem, or as he alleges for the first time in his September 19 response that Hibu has somehow breached his privacy and data rights, he has not shared any of that with us.  Lastly, we have not cut off Mr. ***** right to communicate with us; we have simply told him to direct his communications to our Legal Department.  That was in response to the threatening tone of communications Mr. **** was directing to our employees.
  
  All that said, we are sorry to part ways with a long-time client like Dach Fence and we wish Mr. **** well in the future.  

• Initial Complaint

  Date:09/03/2024

  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.

  Due to HIBU's bad faith and misrepresentations of contract expectations prior to entering six month contract with them, we found that HIBU is practicing deceiptfully, lacks clean hands, failed to disclosed management fees to this day, and HIBU's bad actions constitute breach of contract. We have attempted to escalate this to upper management and escalations team and they refuse to release us and to acknowledge such actions, and continue to refuse to address our questions and concerns.

  

  Business Response

  Date: 09/09/2024

  We appreciate the chance to respond to our client's issues. Our records show the client had requested to cancel; however, they were still within the terms of their 6-month contract at that time. Hibu has now terminated the contract. We understand our client is also concerned over the *** of the products. When we partnered with the client, they were provided with a Statement of Work, which stated that Hibu would maintain a consistent click-thru-rate typically greater than 1% for the Search, and in the past 90 days Hibu has exceeded this with a 2.23% click-thru rate. The SOW also stated that the Display would receive ****** to ****** impressions and 100 to 200 clicks, and in the past 90 days Hibu has exceeded this with ****** impressions and 228 clicks.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22232478
  
  I am rejecting this response because: HIBU did not disclose their management fees for ****** SEO, enticed me to enter into a contract based on good quality leads; we did not enter into a contract with them to give me increased click through rate.  It is costing us over $800 per call on the few calls they did provide.  This is not what we agreed to.  Our contract was to generate revenue to target commercial plumbing and we have not received any commercial plumbing calls.  It was never discussed with us that all they were offering was clicks, as most of the crappy leads are sales calls, scrap metal calls, competitor advertising agencies trying to sell us services, etc. They have not delivered commercial plumbing calls, as was promised to me by ****** prior to entering contract.  There is a recording of that call and it specifically states that I am only interested in generating and converting sales for water heaters which later got changed to commercial plumbing per **** who stated that water heater category was too competitive and that we would have better success if we switched to targeting commercial plumbing.  That didn't work either, and the cities targeted got changed but that didn't work either.  HIBU does not know where the calls are coming from when we asked them to identify and specify where the calls are originating from; they are crediting themselves with leads coming from other sources of our website and they don't even have the key word of commercial plumbing listed and targeted on my website that they also created.  When we asked them why none of the thousands of dollars of advertising dollars weren't working, they said it was because my budget was too small.  We doubled our budget and increased the amount, and still, same crappy results;  I was then told my budget was still too small. 
  They wanted me to continue to dump more and more and higher amounts of money into an advertising campaign that was fraudulent and failing all along, regardless of keywords, targeted markets, and to this day, still haven't gotten a single commercial plumbing lead from HIBU.  HIBU falsified their claims, acted in bad faith, did not disclose to me that my budget was too small PRIOR to entering into a 6 month contract with them that they were required, did not perform the terms as I understood by the meeting of the minds when we spoke over the phone with ******, and HIBU's lack of lcean hands is what led us to seek termination of the contract since back in April 2024.  They were procrastinating in order to let the six month contract roll out and did not address our concerns, answered our targeted questions as to the management fees and where leads were coming from, etc., thus the contract is null and void due to HIBU's bad faith actions.  We are seeking a refund on the moneys they collected from us since April 2024.  They also charged our credit card after we emailed them that we were removing any and all authorizations on file to automatically charge our credit card.  We had to contact our bank to block them as a vendor and to dispute the charges that have not been resolved to this day.  

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

  

  Business Response

  Date: 09/13/2024

  Our position has not changed.