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:12/17/2023

  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 is charging me $430/month for a package i didn't agree to. They asked which package options I'd want and I let them know I'd get back to them. When i got back to them my employer had decided to no longer go with Hubspot as a CRM. They said i was locked in already and there was nothing they could do. I'd never agreed to or signed anything, let alone a year contract with options i was unsure of. This was sent to their contracts team who has been extremely unresponsive. I've sent multiple emails over weeks with no response. I can't find anywhere else to contact a team who could help me so we end up here. Won't be looking into Hubspot again.

• Initial Complaint

  Date:10/09/2023

  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.

  I'm a business consultant and a Hubspot Partner. Most of my clients are either new or existing Hubspot users. It's 1 year being a Partner and the calls with my channel account manager at ******************** have been about selling more. I try to sell the software to clients only when needed. In the past 2 Months I've sold the Professional Hub to 3 Clients. All of these turned out to be 12 Month NO CANCEL contracts even though the copy is Month-to-Month payments. I personally use CMS Pro which is month to month but I was told that is an anomaly?? I got 3 Clients into contracts thinking they were Month-to-Month only to find out it's an annual contract with no way out. They even upgraded one client's contact tier automatically and charged an extra $250 per month due to an automation that wrongly labeled contacts for marketing. We reset all marketing contacts back to 0 and asked them to cancel or refund and they said that EVEN Automatic ADD-ONs can't be reversed. So, my client (with a 3 years history of on-time payments) is paying $1,200/mo for Sales and now Marketing Pro ( for testing ) only to find out there is no testing on a monthly basis AND the automation that made updates is an extra $250 with no way to reverse for $1,450 per month for 12 months locked tight.I've used Hubspot for years, have multiple certifications through their training programs, and am a Partner > and I didn't see the fine print or know Month-to-Month was actually yearly. Not to mention I'm on a Monthly Contract CMS Pro plan? Which now I cannot find on their website. One of my clients is a brand new business. He launched this year. He now has a $900/mo bill for a software he wanted to try out. If he didn't notice the fine print, and I didn't notice it, and my Hubspot Channel Account Manager never brought it up...it wasn't addressed. I need counsel on cancelling these predatory contracts. Love the software but don't see the logic in creating a list of angry customers who feel robbed.

• Initial Complaint

  Date:10/02/2023

  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.

  On 2/23/23, was the completion of reviewing the HubSpot demo, with several links attached. On 2/27/23, I opened up the link to review, however, there was a problem with getting my CFO access and no payment was made. Within a couple of hours, we discovered that we could not proceed forward any longer and sent an email to stop the process at 11:49 am. At 3:50 pm, I was told that we already purchased the quote (due to clicking on the link) and needed to work with billing to cancel. Reminder, we only opened the link, we didn't make any payment options. On 2/28/23, I was told it went to the "contracts management team" to assist and cancel the request. On 3/9/23, we received the formal cancellation email, after a lot of back and forth. In July 2023, we received an invoice due from a collection agency, however, we didn't even know we had a balance, just a cancellation of the contract for "clicking the link". On 9/28/23, we received a 2nd collection notice for payment of $133.15. On 10/2/23, we made the payment for the $133.15 plus a $10 processes charge, so we could stop the problem, however, we DO NOT agree with this type of business practice, it's unethical to send a bill to collections after we had received the cancellation notice email and was never told of any payment due until the letter came from a collection agency. Note, the original link was opened and within a couple of hours, we knew we could not proceed forward and reached out immediately to cancel, although no payment had been made, we had simply opened the link to review the payment options and was NEVER told of a cancellation charge.

  Customer Answer

  Date: 10/13/2023

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

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a very small business that signed up for minimal service from hub spot a few years ago, our monthly bill was $63. Our previous staff that signed up for the service is no longer with our company and never acknowledge the terms ect... with our management team. This year when the annual contract came up we told Hub spot sales rep we were not using the software and either wanted to turn it off all together or downsize to the minimum service we were paying before. Our current bill in 2023 at the time of renewal was an exorbitant fee of $318 per month for something we dont use. Our clerical staff explained to the hub spot sales rep that we need to either cancel or reduce back to the original rate. The hub spot sales staff recommended cutting products and said this will get us within our budget, he also said to our clerical staff we can cancel our policy indicating end the payments if we dont use it. When the renewal quote/contract was sent over our staff could not open it to read amounts or terms but clicked on a bunch of things. When we received a new monthly bill of $438 my staff realized that by clicking on the unopened document she had accidentally signed the contract. We later reached out to Hub spot to explain the situation and their sales staff told us too bad you need to pay it and sent my staff to a hub spot contract manager who abrasively handled the situation and would not listen to my staff. We later found out that the agreement had a sliding rate that increased substantially over time, that even though we reduced service we would not be paying even more, something the hub spot representative should have told us at the time of the renewal discussion as well as the new rate obligation. If we were honestly informed of this we would have simply ended the service. These dishonest and predatory sales and contract tactics are unacceptable and are designed to purposely deceive small companies.

  Business Response

  Date: 08/29/2023

  Hi *******, 

  Thanks for reaching out. I appreciate you taking the time to share your experience with our team. 

  For context, if a user is listed as a Billing Contact on your account, they will receive copies of invoices, receipts, orders, and other renewal notifications. Since we don't have insight into the decision makers of your company, we rely on your team to designate the accurate contact for these reasons. 

  As a sign of good faith, I worked with our Billing team to request an early cancellation. They've approved this cancellation, which is scheduled for August 31, 2023. That said, the terms of your agreement note that we will not provide any refunds of prepaid fees or unused Subscription Fees, and all unpaid fees are due through the end of the Subscription Term. Let

  Let me know if you should need anything further, 

  Chelsea

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising 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.

  Based on the other complaints viewed on BBB for HubSpot, I wish we had never entered into a contract with this company. We are also a small business that engaged with HubSpot for CRM services in 2020. We pay HubSpot for our services on a monthly basis but have not used the product in well over a year. As a small business during these difficult **************** we had requested to close our HubSpot account on 8/9/23 but were informed that our contract autorenewed on 7/31/23. Our payment terms do not require annual payment, so I do not understand why our contract terms do not match. Also, per HubSpot's "Terms of Service" they do not have to notify customers of autorenewal which an extremely unethical business practice. Customers should be notified and given advance notice to respond or make changes to the renewal. I would agree with other complaints that this is a predatory practice. HubSpot says that sticking to their terms of service allows for a fair and equitable experience for all customers. In reality, this is not fair or equitable whatsoever. I would strongly advise other businesses to look into alternative CRM solutions as the level of service and customer service is not worth the price tag.

  Business Response

  Date: 08/14/2023

  Hi ******, 
  
  Thanks for reaching out. 
  
  For context, auto-renewal can be turned off at any time. Once auto-renewal is turned off, you'll continue to be charged for the duration of your commitment length, which was agreed upon when you originally signed your contract. With that said, you signed a 12 Month Subscription Term back in July 2020, billed monthly. You can access this contract in your account under Account & Billing > Subscriptions. In that contract, you can also note that your subscription term will automatically be renewed for the period indicated unless we're notified you do not want to renew or you turn off auto-renewal (more information can be found here: ******************************************************************************************************). 
  
  In your recent renewal, I can see that our team attempted to contact your Billing Contact *********************** ************************* on July 1st  leading up to renewal. This noted the window in which you could make changes to your terms. That said, the terms of your agreement note that we will not provide any refunds of prepaid fees or unused Subscription Fees, and all fees are due through the end of the Subscription Term. 
  
  With this in mind, our team has concluded our review of this complaint.
  
  Best,
  Chelsea 

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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 August 2022, I subscribed to Hubspot after extensive discussion with one of the sales team members. I decided to subscribe because I was under full impression that the **** ***************************** was going to provide funding they promised through the ******************************* I, and ***** small business owners in the food and beverage industry signed documents in 5/2021 for this ***** which was not fulfilled. This news came via email in June 2021. A year later, in 8/2022, the U.S. ***************************** stated that they planned to allocate $180 million in funds that hadnt been distributed which gave me full confidence I would receive some or all of the ***** funds I was approved to receive.On 10/25/22, I learned the U.S. SBA would not have enough funds, and I would not receive anything. This decimated my small business and in 11/2022 I had to layoff all employees and cease all business operations. I wrote to the Hubspot salesperson and stated that I never used the software and requested that he help me cancel the subscription. They salesperson did not respond. When writing to him, I suspected this would not be an issue since I never used the software, nor did I book any time with their onboarding team to learn the software. Hubspot did not have to perform any service whatsoever and I would like to request that Hubspot cancel all invoices and clear away any amount they are looking to collect.

  Business Response

  Date: 08/03/2023

  Hi ******, thank you for raising this concern. Please see Section 4.3 of HubSpot's Terms of Service for our policy on early cancellation, refunds, and unused subscription fees. 
  
  After reviewing your account, our Billing team made several attempts to reach you and discuss payment options for your account's unpaid balance. We did not receive a response from you. As a result, the amount has been transferred and will remain with **********.
  
  Thank you, 

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear team Hubspot,

  I understand and appreciate how Hubspot needs to hold certain standards and agreements. The amount of calls, emails, texts I have fielded has been enormous and I apologize for missing any calls from Hubspot. As I've shown, I reached out to Huspot via email to request a cancellation but no one responded. I was the only operator for my business and didn't have anywhere near the bandwidth to keep up with all the correspondence. The losses I've experienced have also heavily impacted my mental and physical health. I have lost my business, my employees had to be laid off, and I lost my home in May 2023. I'm currently without a place to live. 
  
  From 2012-2018, I sold technology products and memberships for well known ************** tech companies. The decision makers were small business owners on to enterprise companies with multiple stakeholders, including C-suite. There were instances where these businesses needed to be forgiven for anything owed. It was an act of good faith, and it was a wise and empathetic decision. Many of the businesses came back when they could afford out products. Later, when I became a business owner, I was asked for refunds by customers at different times, and that too was a wise decision. Many used our services again just because of the willingness to provide a refund.
  
  Due to the exigent and unforeseen circumstances I have experienced, I plead with you to forgive any amount owed. I would not make this request if I or my team members used Hubspot for any length of time. As your Product and ****************** teams can verify, we did not utilize Hubspot. The furthest we got was logging in a few times and to look at the tools in hopes of building out something special. That day never came.

  I hope the decision makers at Hubspot will consider my request and forgive anything owed. I'd be thoroughly appreciative. 

  Sincerely,

  *************************

  Business Response

  Date: 08/14/2023

  Hi ******, 

  We appreciate the added context and feedback. The terms of your agreement note that we will not provide any refunds of prepaid fees or unused Subscription Fees, and all unpaid fees are due through the end of the Subscription Term. Your contract was terminated early in November 2022 due to non-payment, and the final balance is owed for the service period through this time. With this in mind, our team has concluded our review of this complaint.

   

   

• Initial Complaint

  Date:06/30/2023

  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.

  We paid 27k for CRM services through HubSpot and were mis-sold a consultancy package that was never refunded. Instead of responding back to us, our Account Executive was barely responsive, only "helping" by sending an email. Additionally, the billing and collections departments never returned emails, and no one returned calls. After a month of waiting on minimal response, our account got locked, forcing us to reach back out regarding the refund. The customer service team has no way to help us get a phone call with billing and we had no response from the customer success team. We saw our account balance zero out today, 6/30/23, with no trace of a credit or what they did to remove the charge, which is deceptive. We still have not heard anything from the business on the balance change.

  Customer Answer

  Date: 07/11/2023

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

  Business Response

  Date: 07/13/2023

  Hi *****, thank you for bringing this concern to our attention. We're reviewing your account and past invoices related to the consulting packages purchased. Our team will reach out to you directly to connect and discuss further. Please be on the lookout for that correspondence, and thank you for your patience. 
  
  Kindly,
  The HubSpot Team

  Customer Answer

  Date: 07/17/2023

  [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:06/29/2023

  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 am writing to file a formal complaint against HubSpot. I have recently encountered a distressing situation with their terms of service that has placed my small business under extreme financial hardship. The crux of my complaint lies in HubSpot's inflexible payment policy, which is causing severe financial strain for my small business. Unlike industry standards that allow users to either pay month to month or in full, HubSpot has locked us into an exorbitant contract that requires payment of over $8,000+ for services we no longer use and are financially unable to afford. This is not only a blatant disregard for the financial challenges faced by small businesses but also a predatory practice that is detrimental to our survival.As a small business owner, I understand the importance of entering into contractual agreements and fulfilling obligations. However, the current circumstances have forced us to no longer afford the excessive cost of HubSpot's services. Despite our best efforts to communicate our financial hardships HubSpot has remained steadfast and unyielding, demonstrating a complete lack of empathy and understanding for the struggles faced by small businesses, even though based on previous resolutions they have cancelled contracts for businesses under duress (without having to file for bankruptcy).I strongly believe that HubSpot's actions violate both ethical and legal principles. By enforcing rigid payment terms that ignore the financial realities of their customers, they are engaging in exploitative practices that target vulnerable businesses like mine. Please conduct a thorough investigation into HubSpot's business practices and holds them accountable for their predatory actions. Furthermore, I implore you to raise awareness among small businesses about the dangers of entering into contracts with HubSpot and encourage them to seek alternative marketing solutions that prioritize their financial viability and success.

  Business Response

  Date: 06/30/2023

  Hi *****, thank you for bringing these concerns to our attention. Our team will review further and be in touch with an update. Please note that HubSpot offices are closed globally from July 3 - July 7 but we will follow up upon our return. Thank you for your patience. 
  
  Kindly, 
  The HubSpot Team 

• Initial Complaint

  Date:06/20/2023

  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.

  The reason why we chose hubspot, is they sold us on their integrations... this was of utmost importance to us.... Their integration worked for the first month, but then It stopped working... for numerous months thereafter, we tried problem solving this... but it was just a bunch of back and forth with no end in sight... we spoke with their Customer resource Manager, she promised 1 more shot to correct it and if they weren't able to fix it with new information then we can work towards the cancellation... Well, we gave more information, but that wasn't enough... they continued to ask for another shot.... when we confronted the manager, we told her, "you asked for one more shot and you understood this had already taken forever, if you were unable to solve it we would work towards a cancellation".... Why are you asking for more information? she had no response other than "we needed this new information thats requested not the last information".... after months of it not functioning correctly, we put a stop payment for this; we were now paying TOP DOLLAR for a product that didn't work as expected and AS PROMISED!!! now, they are trying to take us to collections....

  Business Response

  Date: 06/29/2023

  Hi ****, thank you for bringing these concerns to our attention. As of June 20, 2023, your account has been canceled. Regarding the outstanding balance, our team will follow up with you directly. Please be on the lookout for that correspondence. 
  
  Kindly, 
  The HubSpot Team 

• Initial Complaint

  Date:04/28/2023

  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.

  Hi,Hubspot sets up marketing plans where you pay for the number of contacts and they update the billing every 3 months based on your contact number at that time. You can delete/remove contacts prior to billing to adjust the number.In October 2022, I was aware that the contact tier was upgrading. They automatically upgrade a week before billing. I had cleared contacts out before the billing date, but the contact tier did not automatically correct. They offered to correct the pricing, but at the expense of extending my marketing contract through November 2023, I did with the understanding I could set contacts as "non-marketing" and reduce future bills based on usage.They also let me know of the ability of a new feature to set clients as "marketing" or "non-marketing" and their materials reflect that you only pay for the customers that you want to market to. This was not presented as a new contract need. Today, they say that I'm locked into a contract tier and that the setting as marketing/non-marketing was separate.6 months later I'm finally wanting to switch a large chunk of contacts to non-marketing prior to 3mo renewal. They're saying that the marketing/non-marketing is a different plan and that once I upgraded contact tiers, I am not able to get contacts below that level. This is very different than what was explained to me in November.They were willing to go from ***** to ****** contacts which was the contact level at the time of the extension through November, but the contacts I want to mark as non-marketing/marketing has me closer to *************************************************************************************************************************** Oct/Nov 2022 The billing should reflect the ~****** marketing contacts (rest non-marketing).There are base fees with marketing too, not just the contact levels. I should be paying just the marketing base fee + ***** contacts through Nov 23 as was explained to me at my Nov extension.

  Business Response

  Date: 05/07/2023

  The HubSpot team has made a mid-contract adjustment to a lower contact tier. We have also offered a quote to remove ****** contacts and switch to our marketing contacts model. This quote does not lock the customer into a new two-year agreement; it will go into effect immediately through November 2023.
  

  
  

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  My reasoning is that while they are going part way to remove some contacts, the understanding of the agreement i signed up to was that I would only pay for contacts that I was marketing to when I extended the agreement based on contacts in 3 month intervals. I finally moved to remove contacts and when completed will leave me closer to 10K contacts vs. the *****K they are coming down to.
  
  This leads to hundreds of dollars of extra charges I was not expecting as I'm paying excessively for inactive/opted out etc contacts.
  
  Regards,

  *********

   

   

  Business Response

  Date: 05/11/2023

  As mentioned by our Contracts team, the minimum number of contacts that we can offer is ****** due to the fact that you agreed to that tier on your November 2022 renewal date. We are unable to downgrade your account to ****** contacts.

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Response:
  During the time of that renewal I had spoke with the rep about the ability to only pay for the active marketing contacts as evidenced by our conversations shared, and the one-page marketing document that reads that now we only would need to pay for the contacts marked as marketing. It was not made clear that this was a separate plan than being agreed to at the time of renewal, this was a clear concern of mine in the conversations with my rep. ****** later I finally got to the point of removing contacts to find out that I'd be paying for the last upgraded tier, even if my marketing contacts or total contacts were lower than the number agreed, even at 3-month renewal.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alexander