Complaints

This profile includes complaints for Constant Contact, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Constant Contact, Inc.

  1601 Trapelo Rd Fl 3 Waltham, MA 02451-7333

  
• 

  Constant Contact, Inc.

  3675 Precision Dr Loveland, CO 80538-6310

• 

  Constant Contact

  122 Hudson Street New York, NY 10013

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:07/09/2025

  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 are a government entity, the City and County of ********. I am the administrator of Labor Relations and Training for the City. Our Training Branch Supervisor, ***** *********, was told she could use an EIG ConstantContact service when she was ready, and it would cost $50 per quarter. However, the City began receiving bills right away charged to our purchasing card. What she was told would be "$50 per QUARTER" was actually posted MONTHLY to our card. ***** attempted to contact the company to straighten it out and not be charged any more bills; however, the person she spoke to said they had to speak to a manager, and there was no further contact from ConstantContact (ironically) after that. Despite ******* attempts to cancel this fraudulent MONTHLY billing, we just received yet another bill, this time for $89.35. I have told my staff to not authorize payment, and I consider this an attempt to defraud our **************** I would like the BBB to work with the company to remove all charges and cancel our account. If that fails, we will have to take all legal action that is available to the City. Thank you in advance for your help and assistance. Aloha, *****

  

  Business Response

  Date: 07/18/2025

  Hi *****, thank you for taking the time to share the details of your experience. I'm truly sorry to hear that the expectations set during your interaction with our sales team were not met. We completely understand how frustrating and disappointing that must have been, and we deeply regret that your experience did not reflect the level of service we strive to provide. Please know weve taken immediate steps to make this right. All charges have been fully refunded, and your account has been canceled as requested. We value your trust and would genuinely welcome the opportunity to support your marketing efforts in the futureshould you choose to give us another chance.If theres anything more we can do to assist or clarify, please dont hesitate to reach out.
  - The Constant Contact team

  Customer Answer

  Date: 07/18/2025

  [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. 

  Edited to add: Thank you -- my secretary verified that the refunds have taken place. I also wanted to thank the BBB for taking the time to intake my complaint.

  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a subscription for over 3 years with constant contact. I cancelled it and then realized months later I was still being charged. I reached out to them about 6 weeks ago and told them I wanted to cancel and this was the second time I made the request. They cancelled again and sent an email confirming cancellation on 6/24/2025. I just got my credit card bill and I was charged for a subscription. I am really annoyed and take the time out of my busy day to call them and then I was told I would be transferred to billing, ************. I was transferred and was on hold for close to 20 min. NO ONE picked up. I am filing a complaint for two reasons. I should NOT of been charged and I should NOT have to call to correct it and no customer service or help

  

  Business Response

  Date: 07/03/2025

  Hello ******, thank you for filing your complaint. After further reviewing your account, we can see that our team sent you confirmation of your account cancellation on May 29th. In line with that cancellation timeline, the last charge on your account was on May 24th before you cancelled. We have no documentation of any attempts to cancel your account via email, chat, or phone prior to May 29th. If you believe that is inaccurate, please provide us evidence of your prior attempts to cancel.
  
  In regards to your request for a refund, please see section 12.2 of our terms and conditions for our position on the matter:
  "12.2 Termination. To terminate your account or subscription for any of the Services, you must request termination at least thirty-one (31) days prior to the end of the current Term by calling Customer Support. Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees."
  
  We're sorry to see you go, but we wish you continued success moving forward.
  - The Constant Contact team

  Customer Answer

  Date: 07/03/2025

  [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. I was not able to reach customer service and that really is not good business practice so perhaps going forward you will consider hiring staff to pick up the phone when a customer calls with questions
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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.

  Dear Better Business Bureau,I am filing a complaint against Constant Contact regarding unauthorized billing practices and deceptive service continuation.Since April 20, 2025, Constant Contact has charged me $13.07 per month, totaling $39.21 for ****** **** and June. These charges occurred even though no payments were successfully processed, and I did not use their service at all during this period.Typically, if payment cannot be collected, service is suspended. However, Constant Contact continued to bill me monthly without providing service, access, or proper notification. I only discovered these charges after reviewing my ****** account.I am requesting a full refund of $39.21 and confirmation that my account has been closed to prevent further unauthorized ********** evidence, I have attached a screenshot from my Constant Contact account showing my account activity and billing status.****** ******

  

  Business Response

  Date: 06/27/2025

  Hello ******, thank you for reaching out. After reviewing your request, I want to let you know that, unfortunately, were unable to issue a refund for the charges that were processed on your account. This policy is outlined in our Terms and Conditions that you accepted upon creating your account, which state:
  
  12.2 Termination. To terminate your account or subscription for any of the Services, you must request termination at least thirty-one (31) days prior to the end of the current Term by calling Customer Support. Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees. We may terminate this Agreement at any time without cause. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION TO THE SERVICES OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION.
  
  The reason you see multiple charges on your account is because your payments were unable to be processed for your ****** **** and June invoices until your payment method was finally successful during your June bill. Therefore, you were charged for the 3 months of ****** **** and June all at once. We made multiple attempts to contact you to update your payment information, and we would have been happy to assist with canceling the account had we been able to connect. Since we did not hear back, the account remained active.
  
  As of today, Ive completed the cancellation on your behalf and removed your payment details to prevent further billing.
  - The Constant Contact team

  Customer Answer

  Date: 06/27/2025

  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. 

  I respectfully reject Constant Contacts response. While I understand their policy on pre-paid fees, my case is not about failure to follow cancellation procedures it is about being charged without notice for three months of service I was not actively using, without being informed in advance that charges had resumed or that the payment method had updated.
  
  
  I did not receive any communication attempts from Constant Contact about missed payments, failed charges, or pending cancellation. Had I been made aware, I would have taken immediate action. Instead, I was charged for three months at once a practice that feels deceptive and financially harmful. There was no clear warning that all past-due amounts would be pulled in a lump sum.
  
  
  Additionally, I was not notified that my payment method had suddenly started working again or that an attempt would be made. That charge came without consent and caused financial hardship.
  
  
  I am asking Constant Contact to do the right thing by issuing a refund for at least two of the three months charged in error, as I was neither using the service nor properly informed. Simply pointing to fine print is not an acceptable resolution when communication has clearly failed on their end.
  
  
  Thank you for allowing me to clarify my position.
  
  

   

   

  

  Business Response

  Date: 07/01/2025

  Thank you for clarifying your position ******. Attached below are screenshots of proof of our email communications in ****** **** and June as we both informed you of the non-payment issue and attempted to help you either update your information or cancel your account. While we understand your position and apologize that we weren't able to get in touch with you prior to your most recent charge, it is the responsibility of you as the user to cancel your account if you are no longer utilizing our services.
  
  We apologize for the inconvenience of this situation and we wish you and your business continued success in the future.
  - The Constant Contact team

  Customer Answer

  Date: 07/01/2025

  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 Constant Contact Team,
  
  
  To be absolutely clear, my email address on file had been closed, and your system should have received bounce-back notifications indicating that communication was not being delivered. Despite this, no effort was made to contact me by phone or text until one day before charging me for three months of service a charge I never authorized.
  
  
  You bill customers in advance, yet I had no active card on file and was not using the service. Contacting me a day before such a charge, knowing the email was inactive, is not acceptable. It demonstrates a lack of accountability and care, especially when there were other ways to reach me.
  
  
  As someone currently unemployed and trying to make ends meet, I find it incredibly upsetting to be charged for a service I did not and could not use. I am requesting a full refund for those three months, and I hope your team chooses to act with integrity in resolving this matter.

   

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

• Initial Complaint

  Date:06/18/2025

  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.

  Date of transaction 6/9/2025 $45.00 I requested a refund Because they couldn't give me what I wanted after showing me a template,I requested the refund on 6/13/2025 what they offered me was plain jain,I wanted something more update,and it took 3 days before I heard back from them,I found another company to take care of what I wanted and they did it over night.

  

  Business Response

  Date: 06/27/2025

  Hello *****, thank you for your feedback we truly appreciate you taking the time to share your experience. The representative who assisted you has already escalated this matter to our management team. Im pleased to confirm that your refund has been approved and is currently being processed. Youll receive a confirmation email from our finance department once the transaction is complete. Were genuinely sorry to hear that our services didnt meet your expectations this time. Should your needs change in the future, wed love the opportunity to support you again and deliver a better experience.
  - The Constant Contact team
  

• Initial Complaint

  Date:06/12/2025

  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.

  Company Headquarters: Constant Connect , ******************************************************************************* : customer service Number: ************ : ***************************** frudently charged my credit card in the amount of $44.50 and refused to refund my money. This company offered a 30 day free trial which clearly says "NO CREDIT CARD NEED" but asked be for a card number which I thought the purpose was to charge the card after the 30 day free trial, however they charges my card immediatly. I called the Contact Contact 2 weeks in and requested to cancel the service which they did, however they refused to issue a refund which they refused. I am requesting a refund based on two things. 1. I canceled the service within the 30 day time period. ( 2 weeks later )2. My Credit Card should have never been charged before the 30 day trial.

  

  Business Response

  Date: 06/20/2025

  Hello *****, thank you for filing a complaint with the BBB. We appreciate your patience while we reviewed your account and the call you had with our salesperson. We're happy to inform you that we've refunded you in the amount of $44.50, which typically is processed in 3-5 business days.
  - The Constant Contact team

• Initial Complaint

  Date:06/03/2025

  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 did not use the platform for over 5 years and at no point did anyone reach out to let us know we were paying for something that wasn't being utilized. When it was realized we had spent over $12,000 in subscription dues for services not rendered, i contacted Constant Contact only to be refunded $278. I did not expect to have the full $12000 refunded, but i was hoping to be reimbursed AT LEAST what has been paid in 2025.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out to us through the Better Business Bureau. We understand your frustration regarding the charges on your account and your request for a refund.
  
  We're pleased to confirm that on May 28th, a full refund for the most recent charge ($278.22) was processed as you requested as a courtesy on your account. We are unfortunately unable to process a refund based on the Terms and Conditions you agreed to when signing up for your account, specifically section 12.2 Termination: "Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees. We may terminate this Agreement at any time without cause. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION TO THE SERVICES OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION."
  
  We apologize for any inconvenience or frustration this situation may have caused. We appreciate your patience as we worked to resolve this for you.
  - The Constant Contact team
  
  

  Customer Answer

  Date: 06/05/2025

  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. 

  While I understand the terms of the contract, there are times when doing whats right means going beyond the fine print. As a service-based business, we regularly exceed contractual obligations to ensure our customers are treated fairly and respectfully. Its disappointing that Constant Contact is unwilling to demonstrate the same level of flexibility and commitment to customer satisfaction.
  
  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,

  Brazos

   

   

  

  Business Response

  Date: 06/20/2025

  Thank you for your response Brazos. We believe in being courteous to the customer and trying to do what's right while, which is why we offered a refund for your most recent charge as a courtesy for this unfortunate situation. However, we created our terms and conditions to help both our customers and our business come to an agreement on the responsibilities of the customer and the business in utilizing and fulfilling Constant Contact's services. We regret to inform you that we'll be unable to process any further refunds.

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I re-signed up with constant contact after canceling because it was too expensive. When I signed back up the lady said I would have to delete my contacts to under 500 and she will sign me up the next day to make sure that the contacts are under 500. The first month I was charged correctly then constant contact started charging me for 501 contacts, like they are scamming people on purpose. I didn't have more than 460 contacts. When you go over 500 contacts they charge you more. I can't get a hold of anyone that can refund 2 months of getting overcharged. They refunded only 1 month and still owe me 2 months which is about $30.15. Everything I **** I get the run around that they will escalate my call but never does a supervisor call me back. They keep telling me 5 to 7 more business days. I'm sick of getting overcharged and just want to pay my $10.00 a month for my services that I signed up for and stop them from scamming people.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out to us through the Better Business Bureau. We understand your frustration regarding the recent charge for a higher service tier.
  
  Our records indicate that your account exceeded the ************************** limit for your previous service tier, which resulted in an upgrade to the next appropriate tier and the corresponding charge. We want to clarify that our system does not automatically downgrade or reset tiers; customers are responsible for monitoring their contact usage and adjusting their plan as needed to ensure they are on the most appropriate tier for their usage. This information is outlined in our terms of service, but we apologize that you had difficulty reaching our team for help with your account tier adjustment.
  
  Upon reviewing your account, we confirm that when you contacted us, we applied a one-month credit and reset your tier, which is in line with our company policy for situations where a customer inadvertently exceeds their ********************** limit. This action has already been completed to address your concern regarding that specific charge.
  
  We apologize for any confusion or inconvenience this may have caused. We encourage you to regularly review your contact count within your account dashboard to ensure you are on the tier that best suits your current needs and usage.
  - The Constant Contact team
  
  

  Customer Answer

  Date: 06/05/2025

  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. 

  I deleted my contacts before I signed up to 460 contacts. I've NEVER since resigning up had over 500 contacts. Please correct your mistake and stop over charging your clients on purpose!

  
  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,

  ****

   

   

  

  Business Response

  Date: 06/10/2025

  Thank you for continuing the conversation ****, we're happy to provide more context. You are correct, when you signed up in February you had less than 500 contacts and were in the lowest tier. Then, over the next month, your highest contact count was 513 contacts and you moved to the next tier on your March bill. Your April and June bills also have 501 contacts as your highest contact count across those two months, and your most recent bill has your highest contact count at 430, so your June bill went back to the basic tier.
  
  Your bill may increase depending on your contact list size and email sends. If you exceed your selected contact tier, you will automatically be upgraded to the next contact tier. You will be billed based on the highest contact tier reached regardless of decreasing contacts. Send limits and overage fees may apply. You can find your monthly send allowance and current contact tier on the Plans & pricing page in your account.

  Customer Answer

  Date: 06/11/2025

  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. 

  This is NOT TRUE! See attached log from Constant contact. I re-singed up in February and the lady who signed me up told me to delete my contacts that evening and the next day she will start it again. See attached on Feb where my contacts decreased from 513 to 463 and stayed under 500 every month!!! Stop scamming people, you can't even look at your own records correctly!

  [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
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 06/26/2025

  Hello ****, we sincerely apologize for the confusion in trying to communicate across different mediums. I'm glad that our team was able to get in contact with you directly, and I'm happy to share that we've applied an additional $20 account credit that you spoke with our team about. If it hasn't already shown in your account, it will be reflected in your next billing cycle.
  
  We sincerely appreciate your patience while our team continued to follow up with you.
  - The Constant Contact team

  Customer Answer

  Date: 06/26/2025

  Sometimes its good for a company to look at their own records and apologize to the customer for wrongful charges. 
  
  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:05/21/2025

  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.

  On April 16th at 3 pm of 2025, I contacted constant contact to help grow a website I was starting. The salesman told me I had a month long free trial run that I would be guaranteed to get the money back. Along with this, he said I would be free to cancel it anytime and it was completely free. However, the next day I was charged 36 dollars to my bank account. After calling the salesman, he assured me that everything was fine and I would be guaranteed my money back. Over the next month, I did not use the website and barely logged in. I had nothing set up, and it was not useful at the time. On May 16th at 7pm I contacted my sales representative to cancel my membership. He didn't answer then called back. In a minute called he assured me that my membership was cancelled, and everything was good and I would be receiving an email in the morning with next steps to cancellation(never received any email). The next morning I woke up to a 42 dollar charge to my account at 3:45 am in the morning. The next week I called my sales representative, in which he said it was a billing problem that was transferred to another department after approximately 40 minutes of waiting I hung up. I called back on May 21st and a handful of other times. On May 21st, I was transferred to a customer support woman, who first would only take a complaint case, and claimed management was in a meeting. I said I would wait as it had already been multiple times of waiting for no resolution. After an hour and 20 minutes of waiting I finally got on call with management. They informed me that the billing period was 30 days not a month(I was lied to about) and that I needed to use the account to get the money back(was never told). I then requested that the money be refunded after informing her I had been misinformed. She said neither month could be refunded even though I was hoodwinked by shady business practices, and refused to give the money back, because I contacted to late after the charges, were placed.

  

  Business Response

  Date: 06/05/2025

  Hello ****, thank you for your patience as we thoroughly reviewed your situation. We have already accepted liability for the chargeback from your credit card company, meaning your refund will come from the credit card company. As they'll be refunding your $78 charge, there are no further actions we can take at this time. Your account has successfully been cancelled and disabled.
  
  We appreciate your understanding and thank you for your time.
  - The Constant Contact team
  
  

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to cancel our subscription for the past few hours. I've attempted to navigate their website, where the "manage account" button is broken. I then called the billing support team per this article's direction, where I was put on hold for 25 minutes, brought to the "billing support team" who was unable to help me cancel my account, even theough their own website (********************************************************************************************************************************) claims that the billing support team is who to call to cancel. That representative then sent me to chat, where the chatbot said "Were sorry! We cannot handle cancellation requests through chat. To cancel your account, please follow the steps outlined here." So that was a lie. I'm currently on my 35th minute on hold waiting for them to answer me.*************************************************************************************************************************************************************** I think it's obvious that it is a little absurd that you have this many hurdles to cancel an account so I would am seeking my account to be cancelled, as well as the company to fix the button on their website so people can cancel their accounts if they so choose. I also seek for this information to be made public so that other people can head a warning before signing up for their service. Thank you.

  

  Business Response

  Date: 05/21/2025

  Hello *****, thank you for filing a complaint with the BBB and for documenting your Constant Contact experience for us to review. We're sorry to hear you experienced an extended hold when trying to reach our cancellation team. We've certainly seen increased call volume recently and want to apologize for that inconvenience. We want to let you know that an online cancellation option is also available, which many customers find convenient. While we couldn't pinpoint the specific error you encountered with the online cancellation, we can confirm that your account is now canceled. We appreciate your feedback as we continuously work to improve our services.
  
  Thank you for your time as a Constant Contact customer.
  - RJ

  Customer Answer

  Date: 05/22/2025

  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. 

  There is no option to cancel online. I was referred to the chat feature, as well as the "account settings page" as a way to save time. Both did not work for their own separate reasons.

  The chat feature, even though I was specifically referred there, was unable to cancel my account once I started chatting.

  Every button on the account settings page worked, EXCEPT for the one that was supposed to lead me to cancellation. 
  

  So no, there is not an option to cancel online. Even though you claimed that multiple times during the process, and in your response here. 

  I appreciate you cancelling my account after I sat on hold for an hour. I simply want confirmation that you are working on fixing these issues in your chat and on your website to avoid this predatory behavior, even though I'm sure the behavior was out of negligence rather than malice.

  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out to us through the Better Business Bureau. We understand you have a concern regarding your account.
  
  Our records indicate that you contacted our billing department on May 18th to cancel your account, and this cancellation was processed at that time. We then show that you called back on May 28th and chose to reactivate your account. To ensure we fully understand your current concern and can best assist you, could you please clarify what specific resolution you are seeking with this complaint? Please let us know if no further action is needed at this time and we can close out this complaint.
  
  We are committed to resolving our customers' concerns and look forward to your clarification so we can work towards a satisfactory outcome.
  - The Constant Contact team
  

  Customer Answer

  Date: 06/10/2025

  [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:05/13/2025

  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 signed up with constant contact to grow my business. I was sold the largest package. Because of personal issues. I wasnt able to use the service. After talking with a sales ***. ***** brought it down one level at a lesser price amount. Still going through more personal matters. Still didnt use the service. I called to cancel. The sales *** told me to keep the service at the lowest level. I still didnt have time t use any of the services they offered. So after $500+ money spent I finally wanted the bleeding to stop. I never use any of the services they provide. I am looking to get a full refund back

  

  Business Response

  Date: 05/21/2025

  Hello *********, thank you for filling a complaint with the BBB and detailing your Constant Contact experience. Our team reviewed your account history, and after taking a look at your specific situation, we are unfortunately unable to process a refund based on the terms and conditions of your agreement, specifically section 12.2 Termination. As stated in our Terms and Conditions, "Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees." We encourage you to review the full terms for details regarding subscription termination. While our team cannot refund your account for the months that the account has been open, we did work with you to try and discount your package as much as we could to enable you access to your account to continue to try to use the tools.
  
  We appreciate your understanding and are thankful that you reached out to our team. Let us know if there are any other ways we can further assist.
  - The Constant Contact team

  Customer Answer

  Date: 05/22/2025

  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. 

  I appreciate the response, but I find it unacceptable that Constant Contact is hiding behind fine print instead of taking accountability for how this situation was handled.
  The reality is this: I was charged over $550 for a service I never usednot once. I contacted your team multiple times to cancel. Instead of honoring that request, your **** repeatedly pushed discounts and downgraded plans to keep billing me, fully aware that I had neither the time nor capacity to use the platform. Thats not supportthats sales pressure.
  Constant Contact knew I wasnt using the product. You had every opportunity to do the right thing and stop billing me, but chose instead to continue collecting fees for a service that brought zero value. That may not technically violate your terms, but it absolutely violates fair business practices.
  Im not asking for a favorIm demanding a refund for a service I did not use, despite clear and repeated efforts to cancel. If Constant Contact stands by this as acceptable behavior, I will continue to escalate this issue and share my experience so that other small business owners aren't taken advantage of the same way.
  
  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,

  *********

   

   

  

  Business Response

  Date: 06/05/2025

  Thank you for your response *********. We understand your request for a refund regarding your recent subscription and want to provide more context and information.
  
  Upon reviewing your account, we see that you contacted our billing department on 02/21/2025 to discuss cancellation. During that conversation, you opted to take advantage of a special offer providing 55% off your subscription for six months and agreed to receive coaching to help you utilize the platform more effectively. While as a company we want to do whatever we can to support your marketing journey and are willing to provide you discounts on your subscription and additional support free of charge to help you successfully utilize your account, at no time do we prevent you from cancelling your account. If desired, you could have opted to cancel your account during that conversation on 2/21 instead of continuing your subscription at the discounted rate.
  
  We want to reiterate our Terms and Conditions that clearly outline the responsibility of the consumer to cancel the account if desired, specifically section 12.2 Termination, that states: "To terminate your account or subscription for any of the Services, you must request termination at least thirty-one (31) days prior to the end of the current Term by calling Customer Support. Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees. We may terminate this Agreement at any time without cause. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION TO THE SERVICES OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION."
  
  We're sorry to hear about the personal issues you experienced that prevented you from utilizing your account as desired; please know that our team was trying to do everything we could do to help you successfully use your account. We wish you and your business the best of luck moving forward.
  - The Constant Contact team
  
  

  Customer Answer

  Date: 06/09/2025

  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 Constant Contact Team,
  Thank you for your reply.
  While I understand your position and the Terms you referenced, I am very disappointed that no consideration was given to the circumstances surrounding my account.
  When I ************************ your billing department in February, I was facing unexpected personal hardships. At that time, I accepted the discount offer without fully understanding that I would not be able to actively use the service going forward. Unfortunately, those same personal issues prevented me from doing so.
  I am not disputing the Terms of Service. However, I do believe that applying them so rigidly without regard for whether a customer actually used or benefited from the service does not reflect the kind of customer care I had come to expect from ********************.
  I am respectfully requesting that this be reviewed by a supervisor or senior team member. Im simply asking for a fair resolution based on the fact that no services were utilized and no value was received.
  I hope you will take this request in good faith and consider an exception in this case. I would very much appreciate your reconsideration.
  Sincerely,
  ********* ****
  P.S. Ive always spoken highly of Constant Contact and would like to continue doing so. I hope we can resolve this fairly.

  
  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,

  *********