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Business Profile

Computer Software

HubSpot

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 54 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/11/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 had signed up a month to month plan and made it clear to the executive working on our account about the same. We have email proof of the same notifying her that we wanted month to month. She said no problem You can go ahead and sign the contract and then she can make adjustment on the backend. After 6 months of use we decided to cancel and we started getting notices about pending payments etc. they want us to pay for 3-5 years to close the account. They sneaked it into the contract about it being a lock in for 3-5 years instead of month to month which the sales agent had informed us. We feel cheated and taken advantage of and now the company has hired debt collectors to go after the money. Horrendous, scammy service. Stay away. We are filing a case against them regarding false advertising and misleading business practicies.

    Customer Answer

    Date: 08/21/2022

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

    Business Response

    Date: 09/01/2022

    Hi *****,

    Thanks so much for bringing to our attention your contract experience with HubSpot. It appears that you had requested a month-to-month contract with quarterly billing terms but that your contract was for 24 months on quarterly billing terms. As your account executive indicated, we do not have a record of this request. Your account with HubSpot has already been canceled due to non-payment, so no further action is needed to cancel your account.

    If there is further intervention you require from our team, please let us know.

    Kindly,

    ******

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Our small business signed up to Hubspot marketing and sales subscriptions only to find out that the emails we were sending via hubspot email automation were not being delivered. We had deliverability experts assess the issue and it was discovered that Hubspot is knowingly listed on *****, and did not disclose this to us before selling the product. That meant that our emails were all going into SPAM folders as ***** is basically a blacklist.Hubspot then avoided us and handed us from support person to support person and it took a long time for any kind of resolution. Basically I had to let them know that I was seeking legal advice before anyone responded. The resolution was that they enabled us 'transactional email' which is a way around the ***** email detection and non-delivery issue. Because it was not our fault and because it caused us loss of income and lots of stress - they 'discounted' this feature for us and it worked out to cost $7.00 monthly instead of what would normally be much more.I asked a the time if this cost would be altered for our next subscription term and the answer was no - I have this in writing. It will stay the same for the life of our relationship/subscription with Hubspot.Our next renewal is due and the cost has gone up as it does. Our success manager said she could probably have that sorted as we are a very small business and we use a very small portion of the functions.This cost was also only if we locked in for another 24 months - we can't afford this and are not willing to.So I requested a quote for 12 months - it is basically the same amount. We can't afford it.In attempt to make this more affordable for our business, I requested a quote for just the marketing subscription and the transactional emails - and now the cost for the transactional emails has gone from around $7.00 to over $500.00 per month!!In my attempts to have someone respond from Hubspot as to why this cost has suddenly risen by around 400% - No response!

    Business Response

    Date: 08/25/2022

    Hi *****, 

    My name is *******, and I'm a Specialist on HubSpot's Customer Experience team. I work specifically with customers who have faced challenges in our systems, communication, product, or processes. I'm reaching out today regarding your recent renewal experiences and BBB claim. I apologize that this process was a frustrating experience, and I'd like to work with you on a path forward.

    Taking a look at your account, it looks like you were able to connect with ****** to discuss cancellation. I've noted the feedback to these teams and will be sure to connect with them directly. That said, is there additional support you need regarding this issue? Please let me know. 

    Best,

    Chelsea 

     

  • Initial Complaint

    Date:07/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 attempted to cancel & downgrade my subscription ahead of its renewal date, but never received a revised invoive and contract & have been subsequently accruing charges for a service I am no longer using. Hubspot has been unhelpful in my attempts to rectify the situation and unwilling to reverse charges that I have not approved.

    Business Response

    Date: 07/14/2022

    Hi ******, thank you for bringing this to our attention. Im reviewing this internally and will be back in touch with you. Thank you for your patience.

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