Complaints

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:08/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 writing to formally complain about the deceptive tier structure and billing practices I have experienced with HubSpot a US software company based in ************************************************************************* . Initially, I subscribed to a plan costing $75 per month. However, I was shocked to find that my subscription cost had suddenly increased to $220 per month. Upon raising a complaint, I was informed that the increase was due to a higher number of marketing contacts, many of which were duplicated. Using HubSpot's tool, I cleared the duplicated contacts and reduced the number accordingly. Despite this, I continued to be charged $220 per month.After three months of back-and-forth communication, during which I repeatedly requested the cancellation of my subscription, HubSpot refused and insisted on enforcing the annual contract. I asked them to honor the offer they had sent to revert my fees to $75, but they refused and became increasingly aggressive. The representatives I interacted with were ****************************, ********************* (Contract Manager), and ******************* (Contract Manager).Eventually, my account was canceled, and I received a collector's notice for the $220 monthly fee. This is unacceptable, as I never agreed to the $220 monthly fee, and the offer to revert to $75 indicates acknowledgment of their system's fault.Since my account was suspended in March 2024, I have not used HubSpot's services since February 2024 and should not be held liable for payments for a service I am not using. The conduct of HubSpot has been highly unprofessional and exploitative, particularly towards small businesses struggling in the current economic climate.I do not recommend HubSpot for any startup or small business. It is regrettable that HubSpot was initially recommended by accelerator programs for startups, as this has proven to be one of the worst investments ever.I demand that HubSpot cease any further harassment regarding payments and rectify this situation immediately.

  Customer Answer

  Date: 08/18/2024

  I have not heard from the business in response to my complaint.

   

  They hired a collector company that keeps harassing me asking me for 220$. 

   

  They cancelled my account and refused to make a refund 

• Initial Complaint

  Date:06/25/2024

  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.

  Horrid customer service. In the chat, they basically told me that because I'm on the "free" plan, I don't get treated like one of the "elites". That's a problem in and of itself, however, I was calling SALES to actually start giving them thousands of dollars a month. But now - I will go elsewhere. On the initial call, it was a very unprofessional pick up by the agent, it made me uncomfortable. Then after some strange 'hellos' from the agent, I heard someone else coaching him in the background. I was in a hurry at that time and did not want an unprofessional call by someone who was not knowledgeable and then have to wait for a back and forth between multiple people between each communication. He refused. Then, the agent from the chat that I started after the call, just agreed with him, told me tough luck and then told me I'm lower class so they don't care. What a HORRIBLE business. Funny, I transcribed the call on Otter AI and even their summary of the call agreed with me! Goodbye.

  Customer Answer

  Date: 07/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Since we started with Hubspot on 4/28/22, I have spent $24,152.41 on them. Our issues began during onboarding when we lost 42 monthly donors who were supposed to be migrated from Stripe, as promised. Despite this setback, I decided to move forward, but the problems have only continued.On October 2nd, I reached out multiple times regarding malfunctioning automation and workflows. By October 6th, despite meetings and several video sessions, these issues remained unresolved, and communication from the customer success team ceased.Further, I sent emails to the sales team on November 8th and December 9th (the latter), which went unanswered. While ***** initially responded about the cancellation process, my follow-up received no reply.HubSpot's platform has proven inadequate for nonprofit donor development. Not only did we lose our initial 42 donors (of which I managed to recover 11), but due to the customer success teams lack of expertise, we failed to meet any of our financial goals for 2023. I attribute this failure directly to HubSpot.While I could argue for a refund, I prefer to move on. We have already transitioned to a different CRM tailored to donor relations and are now performing well. The sales team made promises that were not fulfilled, and the customer success team, despite their efforts, could not provide the necessary solutions. The information provided was outdated, and staff frequently needed to "look into things" without resolving our critical needs.The onboarding experience for SalesHub was very poor. The representative was unaccommodating, a poor communicator, and appeared to lack subject matter expertise. I am deeply disappointed with the service HubSpot provided and its negative impact on our organization. I have not used HUBSPOT since the end of February. I believe I have a strong case for a refund, but would rather just part ways.

• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 2/8/2024 our company entered into a subscription agreement with HUBSPOT th have they assist with our database in our office. We agreed for them to debit our account for $500 per month for this service. However what they did NOT tell us was to utilize the subscribed service we would also have to subscrbe to the services of a SECONF Company On The Fuse for implementation of the HUBSPOT softwear into our data base which would cost an additional $5,000. We have refused to pay for this second service and the Hubspot software service has nOT BEEN USED by our company--Yet they continue to debit our bank account (against our authorization) for $539 per month. We have been advised by Joh=***************** Contract Manager for HUBSPOTR that we must continue to pay for the software until 4/6/25 and they will continue against our authorization too charge our bank account until then for software that even they admit can not be used. Please help

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  March 24, 2023. Hubspot has not reached out for the invoice. We had changes to the company and no longer wanted to use Hubspot. We were under contract for a year. Nobody reached out to us for renewing. The only time they reached out was when they sent the invoice and requested the invoice paid. This is extremely frustrating because we did not agree to an auto-renew policy.

• Initial Complaint

  Date:03/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Hubspot has very aggressive auto-renewing annual contracts that they refuse to budge on letting people out of. The contract does not have a good enough warning system in place to remind people of auto-renewals. I received a couple of email reminders for our 2024 renewal that went to junk mail. So now we're stuck in another contract for one more year. Once I realized what happened, I reached out numerous times asking for an immediate discontinuing of service. All attempts seemed ignored at first, and now my emails to that representative from Hubspot are bouncing. Perhaps he no longer works there. We aren't leasing hardware, we aren't using the system... There is absolutely zero reason they should be holding us hostage through January of 2025.Thankfully we were able to cancel in time for two of our Hubspot products, so our marketing and sales costs are fully removed from their system. But our Support Team is still tied up in contract until they will let us leave.One of the reasons we were initially drawn to Hubspot is because of their "Don't Block The Exit" mentality ******* it!), and it seemed like a nice change from Salesforce. Turns out, at least in 2024 they aren't what they claimed to be back in 2019.

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 March 21, 2024 HubSpot charged my credit card $230.26 for service that had clearly not been used since July 2023 because I had stopped working for a specific employer who was using ***************** I provided contact information of the president of the company where I was no longer working, including the contact who had taken over my account with ********************** and the communication with within 24 hours of the renewal date, and the charge that has been processed. Cancellation of the automatic renewal of this subscription had also been completed even before a dispute of the charge was communicated.

  Customer Answer

  Date: 04/01/2024

  I have not heard from the business in response to my complaint. The contact person I gave  to HubSpot responded to them, but HubSpot has not reached out to them, despite his several attempts. 

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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, my small business, *********************, had grown and needed to purchase CRM Software. We narrowed down our decision to HubSpot and Sales Force. Prema needed to track when a client clicked on one of our GoogleAds, and came in and spent money. We needed to track ROAS, and lifetime value of our clients. The deciding factor in choosing HubSpot was they told me on a sales Zoom call that HubSpot had a direct financial integration with Square (our payment processor). ***** decided to move forward 1/17/24 and were charged $4,969. That included a one time fee, training, and a monthly charge. The first training session was more of an introduction with my trainer, and lasted 30 minutes. In the second training session we discovered there was NO direct financial integration with Square. The only information pulled from Square by HubSpot was personal (name/email/phone number). I ended the call immediately and contacted the sales manager of HubSpot. She confirmed the sales associate provided me with incorrect information. Her first resolution idea was for Prema to change our hardware (register) to accommodate them, a no go on our end. She also stated "HubSpot will not make me pay for something for which I did not sign up for". In this time we were charged an additional $1,594 for our monthly payment. In this month of going back and forth, Prema used HubSpot a total of zero times. Their resolution from the contract manager, was to cancel our account, and refund us $714 out of $6,563. For a service we never used. Not even once. Total my small business was charged, for nothing, was $5,849 less the "refund". In the contract it states there are no refunds if you decide to stop using HubSpot. However, we never started using HubSpot.

  Customer Answer

  Date: 03/30/2024

  I have not heard from the business in response to my complaint. HubSpot has not made an attempt to reach out to me since filing my complaint with the BBB. 

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This business has deceptive practices and support. They refuse to offer any assistance to non paid customers and rebuke all attempts to an online contact form that disappears into the digital ether with no resolutions.I have not had access to my development account, which affects my business as a contract HubSpot developer for clients, for over six months I have attempted to contact them dozens upon dozens of times with no resolution.Their support chat numbers and contact forms are all equally useless. HubSpot permits free developer accounts for the aforementioned development environments.My account contains all of my certifications, intellectual property, and associated development items My account needs to be fixed and a suitable resolution for access found Their email system is broken for sending authentication codes. I haven't received a single one in months. No support chat or calls or suggested knowledge base articles provide appropriate resolutions The few support agents that tries to help claimed my account wasn't even visible in the system and could not help further per being an unpaid / non enterprise account which has nothing to do with development

  Customer Answer

  Date: 03/11/2024

  I have not heard from the business in response to my complaint. This is stereotypical of HubSpot. Their entire support system, or rather lack thereof, is setup in a gamed manner to prevent any interaction of value to happen.

• Initial Complaint

  Date:02/09/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a year-long contract with you (Dec 2, 2022 - Dec 2, 2023). While I originally considered canceling mid-year, your offer convinced me to stay with the clear understanding that auto-renewal was disabled and a 40% discount.Everything seemed fine until November, when I noticed the auto-renewal setting was reactivated. I promptly disabled it again, and for good measure, even switched to a different payment method.I even double checked December 2nd and it was not on auto renew in the UI.However, in January, to my surprise, my account was charged again, and auto-renewed until august!It seems like there might be a technical issue or a misunderstanding about my cancellation request.It shouldn't be confusing or require multiple attempts to end a relationship _after the contract date_.I've talked to numerous contract reps who all basically tell me to get bent there's nothing that can be done. So now i have to go around advising everyone to steer clear of the Dark Patterns HubSpot is engaged in.