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:09/03/2024

  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.

  Do Not hire Hibu!!!! They took my money and never set up the services they promise. I hired them on April 2024 to do marketing on my social media platforms and for ****** paid adds. ****** never was connected, they started charging me amounts not agreed to. I tried to call and have these issues correct but they don't return or take my calls. I am told by email they will not cancel. They set you up on a subscription and keep billing. My website is not hosted by them and they have never paid for a ****** add for my business even though they are still charging me for it. Not an ethical company

  

  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 are still within the terms of their 6-month contract. Our client has been notified that a request to cancel can be made on 10/23/24. 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 7.91% click thru rate. The SOW also stated the Display would receive ****** to ****** impressions and 90 to 125 clicks, in the past 90 days Hibu has exceeded this with ****** impressions and 501 clicks. The SOW stated the Social, with an objective of reach, would receive ****** to ****** impressions, Hibu has exceeded this by ******* impressions. Our client was concerned about the ****** Business Profile not being connected. The client was sent an email requesting permission for Hibu to have access to the listing. Hibu did not receive a reply and was unable to connect the listing. 

• Initial Complaint

  Date:08/08/2024

  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.

  On June 17, 2024 I met IN PERSON with Debbie ***** to discuss moving forward with Hibu to help with building my son's small kitchen and bathroom business. He is just starting out and struggling to make it. I agreed that he needed some type of advertising help. She said to start it would be approximately $700. I expressed concern about that amount of money but she said we could make changes to make it lower than that but to start it would be $700. I gave her my credit card IN PERSON and after she had it in her hand she said "oh we take two months to begin" she had already taken my credit card and after checking with American Express it actually ended up being $1,981.00 more like 3 months. In addition and moreover concerning, is that she did not give me the contract to read and sign it was an IN PERSON MEETING and the proper thing would have been to let me read and sign instead she signed for me "TA". She should have given me the contract to read and sign, if she would I have never signed it.I called her immediately later that day telling her that this was all too much money for my son but she just kept saying give me a chance and ignoring me. I called Michelle ******** and she never got back to me. I also immediately called American Express to tell them about the incident and to block any future charged by Hibu. I tried to resolve the issue with Debbie ***** and Michelle ******** and they both did not get back to me declined to meet with me. I called Hibu to report the matter and they said there was nothing I could do. I was stuck with them. I attempted to resolve the matter with Hibu because American Express told me to do so. When I could not resolve the matter I filed a dispute with American Express for the charge. I do not know what else to do. I thought I would trying disputing with BBB to help myself and others that might also be taken advantage by them. I don't k I would appreciate any help from you. Thank you. Vivian ***** ***** ******** 

  

  Business Response

  Date: 08/15/2024

  We
  appreciate the chance to respond to our client's issue. Our records show the
  client had requested to cancel; however, they are still within the terms of
  their 6-month contract.  Our client has been notified that a request to
  cancel can be made for their Smart Online Presence package on 12/19/24 and for
  the SEO on 1/7/25. We understand our client is also concerned over the fact
  that the contract was marked as telephone authorized. During the in-person
  meeting, our Sales Representative had computer issues and submitted the order
  as telephone authorized to be able to continue with the consultation. A copy of
  the contract was emailed to the client at the email she provided as soon as the
  order was submitted. During the meeting, the client was advised that a
  two-month deposit was needed with the setup fee. Her credit card was charged
  $1899.36 which is the 2-month deposit as well as the setup fee. After the
  contract was authorized, both our Sales Representative as well as our Regional
  Manager responded to the clients calls but due to scheduling were not always
  available to meet the same day that she requested the meeting. Neither were
  advised by the client that she wanted to cancel. We have relayed this
  information to the client. 

• Initial Complaint

  Date:07/29/2024

  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.

  Hibu made my website inaccessible to new and existing clients when i missed a payment. I never agreed to this in our contract. This action by Hobu is coasting me thousands of dollars, and my website is still unavailable

  

  Business Response

  Date: 08/01/2024

  We appreciate the chance to talk with our client regarding their concerns. Our clients concern was that their website had been shut down. In the terms and conditions that our client agreed to on 11/08/23 it is stated if payment is not received,Hibu reserves the right to suspend or cancel all or part of the Services and access to them.  Before this action was taken there were multiple warnings provided to our client via phone and email regarding their past due balance. This account has since been paid current and services have been reinstated as requested by our client.  We are looking forward to our continued business relationship with them.

• Initial Complaint

  Date:07/22/2024

  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.

  Company was hired to redo website, company changed structure off website without my permission. Company has promised to double my leads, while lead generation has performed poorer since hiring company. **************** rep AND call center are combative and unhelpful. Company has hidden clauses that extend my contract beyond a timeframe previously discussed. I tried to terminate contract, company tells me repeatedly that they cannot/will not take requests to cancel my contract until 15 days prior to their arbitrary cancellation date. Numerous attempts to solve problems with quality of service, clear communication of said services, and attempts to notify of discontinuation of service have gone unaddressed and/or blame me for not reading the companys webpage outlining terms and conditions. I simply want to stop my service NOW. I do not want to pay for another month, as this companys service has caused undo financial hardship on my business. If it is not legally possible (which I doubt) I want them to acknowledge that I will no longer be billed after the contract period (which they deceptively moved)

  

  Business Response

  Date: 07/25/2024

  We appreciate the chance to respond to our client's issue. Our records show the client had requested to cancel, however they are still within the terms of their 6 month contract.  Our client has been notified that a request to cancel can be made on 9/30/24. We understand our client has additional concerns. We have been unable to reach our client for specific details on his concerns but have provided them with a direct number and email. We will address all our clients concerns when he is available. If you can relay this information to them as well, we would greatly appreciate it. Thank you.

• Initial Complaint

  Date:07/17/2024

  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.

  I have been entered into a contract that I did not agree to nor did I sign and they are charging me $1000 more a month than I discussed with the sales rep but Again never signed a contract. The contract is signed Email approved and I did not email approve it. I cant get a resolution within the business because according to what Ive seen, this is a common practice for them

  

  Business Response

  Date: 07/30/2024

  We appreciate the chance to respond to the complaint made by ***********************, owner of Landmark 1850 Inn.  Our records show that **************** authorized the contract with Hibu on behalf of Landmark 1850 Inn by email dated April 3, 2024 for a website and other digital marketing services. After authorizing the contract and after authorizing payment of our charges via credit card, **************** then participated in a consultation call with our fulfillment team to discuss in detail the specifications and content for the website and the other digital advertising and marketing services purchased.  Hibu provided the services to Landmark 1850 Inn per the terms of the contract. Given the foregoing,Landmark 1850 Inn is not entitled to any refund from Hibu.  That said, as a matter of goodwill, we have allowed Landmark 1850 Inn to cancel its contract with Hibu effective as of July 18 notwithstanding the fact that Landmark 1850 Inn has not fulfilled the required six-month contract term. 

  Customer Answer

  Date: 08/13/2024

  Hibu stated in their response that I authorized a contract by email, which I did not, and they cannot produce any such authorization.  Their **** ************************** sat down with me in ***** 3, 2024 and quickly went through the different levels of service and the prices, and told me that I needed to authorize a withdrawal of $374 from my debit card once the website they were building was approved by me.  This is all that I authorized. We discussed the future and my options for a contract that *** or *** not include online advertisements in addition to the website.  I stated to him that I wouldnt be interested in any other level of service until after my business was up and running, the Grand Opening being ***** 13, 2024.  I even sent him a text later that day, that I can produce, reaffirming that I was authorizing a withdrawal of $374.  Then that money was withdrawn from my account BEFORE I approved the website, a website which was ** produced, (which I was also not told would be the case), and completely inaccurate and unacceptable.  While we were working to correct this, (me still unaware that it was an ** program that was creating it), I was charged another $374 in May.  Then in June, after struggling with the issues the ** was creating for me by pulling 30 years of information from the internet placed online by the previous owners, (inaccurate and outdated information, outdated pictures that look nothing like the business looks currently, pictures that are stock internet pictures or over a decade old), my account was then charged $2200, and I was informed when I called Hibu that I had a contract for $1374 a month for a duration of 6 months, and that this $2200 charge included a proration.  I asked that all of their product be removed from my domain, as it was all incorrect and unacceptable.  My phone line was also tied to theirs, which caused many problems as people couldnt directly call my business anymore, but I was told nothing could be removed due to the contract, which again I had never approved.  I had spoken to various people at Hibu throughout this time frame, along with my **** all of whom provided different information ranging from one saying that he was cancelling my contract and removing the website and that Id receive a refund, to sending me to other departments for help, to being disconnected or hung up on, to finally filing multiple claims only to receive a response the next day that the claim was closed and nothing was adjusted.  The rep did nothing but tell me that I had buyers remorse.  Again, I never authorized any contract with Hibu and the contract I received by email, which I had to be told existed and told to look back to ***** emails to see it for the first time, says email authorized where my signature would be.  I didnt even know the email was there, therefore I obviously never authorized it!  I had a call with the fulfillment team on ***** 3, 2024, only to go over what I wanted the website to portray, never any discussion of a contract.  All of the calls I place to them or interacted with them on are recorded, (confirmed by them), yet not a single person that works for this company is willing to go back and review these calls to confirm my claims of fraud. HIBU is running a scam and evidence of it can only be found on Reddit, as they delete all comments from every other platform.  My lawyer is beginning a class action lawsuit as there are so many people who have had this same experience with Hibu.  I am entitled to a refund for all charges, including the initial $374 that I authorized for withdrawal, because I was told I would be approving the website that they built before this money was withdrawn, and I never approved the website at any point, as it was always unacceptable with incorrect information and pictures that ** had pulled from my ******** page showing the progress of remodeling before we opened, with unfinished areas of the business and no current pictures of my business or food.  Hibu was also running ads through something called social app on my ******** page, that I had to find and delete every day for months, because they were ** generated, inaccurate and unacceptable, and I couldnt get Hibu to remove them due to the contract.  Again, I never approved a contract, ads or the website.  ************ was completely detrimental to my small, new family owned business.

   

  
  

  

  Business Response

  Date: 08/16/2024

  As stated previously, our records show that **************** authorized the contract with Hibu on behalf of Landmark 1850 Inn by email dated April 3, 2024, for a website and other digital marketing services for a term of six months. After authorizing the contract and after authorizing payment of our charges via credit card, **************** then participated in a consultation call with our fulfillment team to discuss in detail the specifications and content for the website and the other digital advertising and marketing services purchased. It was during this call that **************** advised that all products could go live on April 20, 2024, as that was after Landmarks grand opening.  Hibu sent emails to **************** with proofs of the website on April 18, 2024, and April 30, 2024, and in those emails requested that she provide feedback on those proofs.  A further email was sent to **************** on May 2, 2024, advising her that the website would go live in 24 hours and that once the website went live, Hibu would begin creating Search, Display and Social ads for Landmark.Hibu sent emails to **************** with proofs of the remaining digital products on May 8, 2024, and in those emails requested that she provide feedback on those proofs. A final email was sent to **************** on May 10, 2024, advising her the remaining digital products were set live. **************** requested a number of changes by Hibu to the website and other digital advertising and marketing content by texting and emailing her sales representative with the changes, both prior to the go-live date in response to the proofs emailed and thereafter.
  
  All that said, Hibu allowed Landmark 1850 Inn to cancel its contract with Hibu after two months and did not require Landmark 1850 Inn to fulfill the six-month contract term it had committed to.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22003895
  
  I am rejecting this response because:

  I never authorized the contract with HIBU.  Their *** wrote a contract that I never viewed or agreed to. ******* would like HIBU to produce an email approval of this contract, since they continue to say that that is how I approved it. ******* didnt even know it existed until June when they charged my account over $2200 for a $1374/mo contract plus a prorated amount that I didnt, and never would have agreed to. ******* specifically told the *** on April 3rd that I wouldnt even consider running ads until the end of the summer.  The only thing that I ever agreed to was to have my card charged for the amount of $374 after I approved the website that they were building for me, which I never approved of because it was absolute garbage, and had pulled pictures through AI from my ******** page that showed my business while it was in renovation. ******* was unaware through this entire process that the pictures on the website wouldnt be chosen or taken by my ***. ******* specifically told the *** when we met on April 3 that I didnt want to run any ads at that time or have any other services provided other than having the website built and cleaning up the search engines information, which was never done.  And even when a search engine was corrected as far as hours of operation by me personally, Hibus AI program would pull information from the web and change it back, because there are so many decades of old info out there on my business, as it has the same name that the previous owner operated under for 40 years. ******* never approved the website to go live, because I never approved any copy of the website that was sent to me. ******* never agreed to have HIBU run my phone line through their phone number and service. ******* never received proofs of any of these ads or products that were added onto this contract without my knowledge. ******* would like HIBU to produce the emails of these supposed proofs.  The call that I had as a consultation was presented to me as an opportunity to express what I wanted the image of the business to be on the website, of which none of my priorities were achieved in a way that reflected my needs, because they were all written and compiled by **.  The only communication I had with Hibu was to ask them ***eatedly to take all of their services off of my domain because they showed inaccurate in hours of operation, pictures, and people calling their phone number that was attached to my domain without my approval, causing people to hang up when they called my business because of the recording that they heard when the HIBU line answered the call.  All of these phone calls I made to HIBU were recorded through HIBU headquarters, and if someone would listen to them they would see that what Im saying is all documented by HIBU all of the times that I called.  The texting and emailing I did with the *** was never satisfactory, and he also knows that I never agreed to any of these services.   The only communication I ever had with him other than asking what this supposed contract and charges were about, was to send him pictures in a panic after I saw the website that had been created for me to approve, with my business in the process of renovation, or old pictures from a decade ago that the previous owners had posted on ******** in the past.  Nothing showing my business or product as it looks now.  Theres no reconciliation provided in HIBU saying that they allowed me to cancel my contract early, because I never approved or signed a contract.  Again, Id like them to provide copies of these approvals, which they cannot. ******* never agreed to nor was emailed any proofs of social ads or any other services. ******* did not know these existed until I saw them on my ******** page and had to delete them every day because they were inaccurate.  This contract is and always has been invalid and a refund is required of the charges that were made to my account for the monthly amount of $1374 that was charged, plus the prorated charges and the initial two charges in April and May for the website which was never approved. Also, as far as the matter being settled, I still receive phone calls daily from HIBU asking me to pay the rest of my contracted amount.  Every single time I talk to someone there its the same runaround, and has been since the beginning.  My *** continues to tell me that I have buyers remorse, which is an absolute lie as he knows what I agreed to and didnt agree to.  This is an absolute scam and if I was wrong, there wouldnt be so many people across the BBB website and Reddit saying that the exact same thing happened to them, and that if you continue with HIBU and dont fight for your business, they will also EXTEND your contract without your knowledge. Im not satisfied with cancellation as theyve stolen so much money from me already. *******ll say one more time, because it doesnt seem to get through, please provide the email approval of this supposed contract, or refund the money.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/29/2024

   Complaint: 22003895
  
  I am rejecting this response because:
  
  I never authorized the contract with HIBU.  Their *** wrote a contract that I never viewed or agreed to.  I would like HIBU to produce an email approval of this contract, since they continue to say that that is how I approved it.  I didnt even know it existed until June when they charged my account over $2200 for a $1374/mo contract plus a prorated amount that I didnt, and never would have agreed to.  I specifically told the *** on April 3rd that I wouldnt even consider running ads until the end of the summer.  The only thing that I ever agreed to was to have my card charged for the amount of $374 after I approved the website that they were building for me, which I never approved of because it was absolute garbage, and had pulled pictures through AI from my ******** page that showed my business while it was in renovation.  I was unaware through this entire process that the pictures on the website wouldnt be chosen or taken by my ***.  I specifically told the *** when we met on April 3 that I didnt want to run any ads at that time or have any other services provided other than having the website built and cleaning up the search engines information, which was never done.  And even when a search engine was corrected as far as hours of operation by me personally, Hibus AI program would pull information from the web and change it back, because there are so many decades of old info out there on my business, as it has the same name that the previous owner operated under for 40 years.  I never approved the website to go live, because I never approved any copy of the website that was sent to me.  I never agreed to have HIBU run my phone line through their phone number and service.  I never received proofs of any of these ads or products that were added onto this contract without my knowledge.  I would like HIBU to produce the emails of these supposed proofs.  The call that I had as a consultation was presented to me as an opportunity to express what I wanted the image of the business to be on the website, of which none of my priorities were achieved in a way that reflected my needs, because they were all written and compiled by **.  The only communication I had with Hibu was to ask them ***eatedly to take all of their services off of my domain because they showed inaccurate in hours of operation, pictures, and people calling their phone number that was attached to my domain without my approval, causing people to hang up when they called my business because of the recording that they heard when the HIBU line answered the call.  All of these phone calls I made to HIBU were recorded through HIBU headquarters, and if someone would listen to them they would see that what Im saying is all documented by HIBU all of the times that I called.  The texting and emailing I did with the *** was never satisfactory, and he also knows that I never agreed to any of these services.   The only communication I ever had with him other than asking what this supposed contract and charges were about, was to send him pictures in a panic after I saw the website that had been created for me to approve, with my business in the process of renovation, or old pictures from a decade ago that the previous owners had posted on ******** in the past.  Nothing showing my business or product as it looks now.  Theres no reconciliation provided in HIBU saying that they allowed me to cancel my contract early, because I never approved or signed a contract.  Again, Id like them to provide copies of these approvals, which they cannot.  I never agreed to nor was emailed any proofs of social ads or any other services.  I did not know these existed until I saw them on my ******** page and had to delete them every day because they were inaccurate.  This contract is and always has been invalid and a refund is required of the charges that were made to my account for the monthly amount of $1374 that was charged, plus the prorated charges and the initial two charges in April and May for the website which was never approved. Also, as far as the matter being settled, I still receive phone calls daily from HIBU asking me to pay the rest of my contracted amount.  Every single time I talk to someone there its the same runaround, and has been since the beginning.  ** *** continues to tell me that I have buyers remorse, which is an absolute lie as he knows what I agreed to and didnt agree to.  This is an absolute scam and if I was wrong, there wouldnt be so many people across the BBB website and Reddit saying that the exact same thing happened to them, and that if you continue with HIBU and dont fight for your business, they will also EXTEND your contract without your knowledge. Im not satisfied with cancellation as theyve stolen so much money from me already.  Ill say one more time, because it doesnt seem to get through, please provide the email approval of this supposed contract, or refund the money.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/29/2024

  The client's concerns have been reviewed multiple times and there is no merit to adjust the account. All programs have been cancelled as of 7/18/24.

• Initial Complaint

  Date:07/15/2024

  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.

  Hibu brreached contract. Refusal to cancel account.

  

  Business Response

  Date: 07/19/2024

  We appreciate the chance to respond to our client's issue. Our records show the client had requested to cancel; however, they are still within the terms of their 6-month contract.  Our client has been notified that a request to cancel can be made for their Smart Online Presence package after the 09/01/24 invoice, and for their Social product after the 10/01/24 invoice.  Our client stated that Hibu had breached the contract, however, when we partnered with the client, they were provided a Statement of Work that stated they would receive a minimum of 40 website clicks per month.  Over the last three months,our client exceeded those expectations with 28.4 K ad views, 233 ad clicks, 743 website visits, and 66 website engagements.  

• Initial Complaint

  Date:07/01/2024

  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.

  Hibu was to increase leads and create a new website for me. Their salesperson is misleading and overstated their products. Since starting with their services we have lost calls and sales. Their service page to my site claims to have driven responses that have not created any sales to this point. We cannot afford to keep doing business with a company that doesn't care about my businesses success. I was told I could cancel within a time frame and that turned out to be a lie according to the representative I spoke with today. Everything feels like a scam. Nothing is genuinely productive in creating sales.

  

  Business Response

  Date: 07/09/2024

  We appreciate the chance to respond to our client's issues. Our records show the client had requested to cancel; however, they are still within the terms of their 6-month contract and cannot cancel. We understand that our client is also concerned over the return on their investment. When we partnered with the client, they were provided with a Statement of Work that stated the Social product would receive 40-80 clicks per month and even though that product has only been active 24 days, Hibu has already met the expectations with 67 clicks. The SOW also stated the Display would receive 9,000 to 20,000 impressions per month and 70 to 90 clicks per month. Hibu has met expectations with 20,000 impressions, and 121 clicks for the month. Our client has been notified that a request to cancel can be made in January 2025.

• Initial Complaint

  Date:06/21/2024

  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.

  Ampro Builders llc was initially contacted by a hibu representative promising to develop sales leads and to repair our on-line presence. They were to repair Google listings as well as performing Facebook and other digital advertising. We were surprised by Hibu quickly making a new inferior Website for Ampro. Hibu's on line schedule of charges amounts to a few hundred dollars per month. I was told how bad Yellow book was when I asked as well as other lead providers. Seems Yellow Book is their predecessor. The rep from hibu promised to personally manage the account. We never were given a clear idea of the work being done nor the cost. We have had no campaign or add information from hibu. We have been charged thousands of dollars and we have received nothing but spam in return. In the time we have engaged with hibu we have received two actual leads. The hibu rep, Rachel Barnes, quit in April and we have had no representation since from hibu as promised. Not even a returned phone call from her sales manager. hibu is actually a reseller of clicks charging a prices which allow the Company to pocket a substantial portion of the budget. hibu has not performed as promised. They are a slick fraudulent operation. We at Ampro Builders can not afford to pay them. We have given hibu notice several times in writing that we were cancelling. Hibu is a less than honest Company and the worst investment of money I have ever encountered. It is amazing how the Company can remain a BBB A+ Company with the amount of outstanding complaints! Sincerely, Robert ******* Ampro Builders llc

  

  Business Response

  Date: 06/27/2024

  Thank you for the opportunity to speak with our client regarding their concerns. Our client’s concerns were lack of communication by Sales and the return on his investment.  We show that Sales was in constant contact with the client. When we partnered with the client, they were provided with a Statement of Work that stated the Search campaign would have a Click-thru-Rate greater than 1% and Cost-Per-Click of around $34.98. We exceeded the CTR with 3.96% and the CPC was only $9.95. The client’s ranking went up from 999 to 31 in only four months. The Social campaign met expectations with over 70K impressions per month. Our records show the client had requested to cancel; however, they are still within the terms of their 6 month contract.  Our client has been notified that a request to cancel can be made on 9/19/24. 

• Initial Complaint

  Date:06/12/2024

  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.

  ** have been using hibu for a little over a year. The first few months with our *************** was amazing we got everything promised to us. But he quit and we had no rep. ** called bc our services were no longer working, we were not getting any marketing calls. ** kept getting all scam calls and were left with lets change your tracking number we did. Nothing changed and then we had a case open with the new rep ********* who didnt pause our services which charged us tons of money per month and we didnt want that. They fixed that. Now we have a new rep and still no calls for months. Theyre charging us $3500 for months we havent had any type of calls weve had scams and they expect us to pay when we have had such horrible customer service and horrible service period. ** try to work things out and fix everything and we offered to pay $600 plus tax but they are sending out collection to the hibu attorneys and they are telling us dont worry about the collection itll get handled or postponing it to make it last longer. ** are still waiting for them to try and work this out but they are not doing anything really to work with us. They tried to offer half after they declined it the first time I offered half payment. ** do not feel comfortable paying half with all the trouble they have caused us. They have been incredibly rude in customer service and the 3 bosses we are working with are not working with us. ** are currently dealing with **** , *** , and ******. ** were forced on a contract as well which we didnt authorize and fought to get taken off It which they finally took us off of. ** never signed a contract or verbally authorized a contract. There is so much more I can add but not enough space.

  

  Business Response

  Date: 06/13/2024

  Thank you for the opportunity to speak with our client regarding their concerns. Our clients concern was that they received no calls, however, calls were not promised.  When we partnered with the client, they were provided a copy of the contract and a Statement of Work that stated over the life of the Local Ranking campaign, they would see more leads due to better visibility on the search engines for the selected keywords. They were also advised that optimization takes time. The client was present at the consultation where information was gathered as well as provided about the product. The clients program was live less than 2 months before it was canceled. We understand our client was also concerned over a previous issue where their products were not paused. The client was previously compensated for the issue when it was brought to our attention.  An offer was presented to the client which is still valid if they choose to accept it.

• Initial Complaint

  Date:06/03/2024

  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.

  Contractual Issues: Attempts to resolve issues through upper management were unproductive, and my cancellation request was denied despite the evident lack of tangible results. The terms were not fully presented in the contract; I was never given the rundown of the contract and the signature on the contract is not mine nor anyone had authorization to sign for me. When talking to the sales rep and asking them to tell me when I made this authorization or if the terms and conditions were disclosed to me all I get back is we had verbal agreement which is not true. Sales rep was misleading and never disclosed the terms with me. Talking to their customer representatives and displaying my concerns their answer is that it is my word against the sales rep. I asked the sales rep to show me where I gave him authorization or where he explained to me or showed me the actual contract, he says it was over a discussion and cannot provide me with that information. Failed Adjustments: Efforts to amend the campaign after the few initial complaints were ineffective. I was promised that the changes would lead to better results and as the months went by it was doing worst. Their expectation results that they are also showing me are not the same as the ones that show on my navigation dashboard. After promising clients leads with the expectation that these will result in sales, it seems they spend limited funds on marketing so that their own dashboard shows misleading statistics that are not reflected in leads or sales generated solely for the purpose of combating complaints.

  

  Business Response

  Date: 06/07/2024

  We appreciate the chance to respond to our client's issues. Our records show the client had requested to cancel; however, they are still within the terms of their 6-Month contract.  Our client has been notified that a request to cancel can be made in December 2024 for the Search and Display campaigns. We understand that our client is also concerned about the return on their investment. When we partnered with the client, they were provided with a Statement of Work that stated that they would receive 35,000 to 60,000 impressions for the Display monthly. We have exceeded expectations with over 60,000 impressions for April and May. The campaign started on March 18th and was not for the full month. The Statement of Work also stated that the Search was to maintain a consistent click through rate of 1% monthly, we exceeded that with 1.80%.  We also understand that another concern our client has, is that they did not receive the terms of the contract, the contract and Statement of work was sent to the client on 4/11/24 to the client’s email at [email protected].

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21786614
  
  I am rejecting this response because the terms of service were never shown to me and the the ones I recieved are already signed without my authorization. *** was never shown to me and the rep didn't mentioned any of the statements that were in it. I have never agread to those terms and I have never authorized them to sign for me. Even the pause that they have put on I never agreed to it. Provide me with anything that show that I have agread to this at all. As I mentioned before Hibu has no authorization to use my Businnes Name or the business number for anything. Also cost per click on the adds does not display as in the *** plus the display adds have a lower number of clicks as posted on the ***. Again I have not authorized anyone for those changes and the *** was not signed by me nor di the rep ******** all of that to me in person. 
  
  Sincerely,
  
  Albi Muka

  Complaint: 21786614 I am rejecting this response because the terms of service were never shown to me and the the ones I recieved are already signed without my authorization. *** was never shown to me and the rep didn't mentioned any of the statements that were in it. I have never agread to those terms and I have never authorized them to sign for me. Even the pause that they have put on I never agreed to it. Provide me with anything that show that I have agread to this at all. As I mentioned before Hibu has no authorization to use my Businnes Name or the business number for anything. Also cost per click on the adds does not display as in the *** plus the display adds have a lower number of clicks as posted on the ***. Again I have not authorized anyone for those changes and the *** was not signed by me nor di the rep ******** all of that to me in person.  Sincerely, Albi Muka Design HTML           Display Original/Unredacted Text   Complaint: 21786614 I am rejecting this response because the terms of service were never shown to me and the the ones I recieved are already signed without my authorization. SOW was never shown to me and the rep didn't mentioned any of the statements that were in it. I have never agread to those terms and I have never authorized them to sign for me. Even the pause that they have put on I never agreed to it. Provide me with anything that show that I have agread to this at all. As I mentioned before Hibu has no authorization to use my Businnes Name or the business number for anything. Also cost per click on the adds does not display as in the SOW plus the display adds have a lower number of clicks as posted on the SOW. Again I have not authorized anyone for those changes and the SOW was not signed by me nor di the rep disclose all of that to me in person.  Sincerely, Alb

  

  Business Response

  Date: 06/10/2024

  Our position remains unchanged. Client was sent a copy of the contract and Statement of Work with the terms and conditions.