Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with Constant Contact.
The findings appeared to show:
Difficulties obtaining refunds or exchanges
Billing discrepancies or unexpected charges
Service quality issues
Unsatisfactory customer service experiences
Constant Contact on 7/21/24 responded to BBB with:
Constant Contact has reviewed the findings, trends and recommendations and appreciates the learnings.
In addition to the above, the company would like to note the below responses that are consistent with our efforts to further enhance and improve the customer experience.
The Company sets forth its terms and conditions for the use of its SaaS platform services in its Terms of Service, which are publicly available on the Company’s website and in each customer’s account. Each customer must agree to the Terms of Service prior to using any Company services. In addition, the Company’s website includes additional disclosures with respect to its services and fees. The Company also provides extensive Knowledge Base resources on its website – a collection of articles, video tutorials and quickstart guides to help customers find answers to their questions. The documents and materials are reviewed regularly for potential changes and improvements. These measures are designed to ensure transparency and provide support in managing service expectations and billing questions. The Company will take into account the Findings and Trends as part of future updates to the Terms of Service, its website disclosures and information included in its knowledge base materials.
Prior to speaking with customers, our support agents must complete a rigorous multi-week training program designed to elevate the customer service experience, and the agent’s technical and communication skills. Agents must also pass a capstone exam and recertify their knowledge regularly. The Company will conduct a review of the training program, taking into account the Findings and Trends to determine whether changes should be made, especially concerning the handling of inquiries relating to billing and refund inquiries, customer satisfaction strategies and escalation procedures.
Over the last 12 months, the Company has taken several actions to improve the overall customer and product experience. The actions include, among many others:
Moving the Company’s Billing team under the Head of Customer Experience Operations to enhance the quality of services.
Hired a new Senior Manager to oversee the Billing Department and its operations.
In the past two months, the Company has hired an additional 18 new customer support agents in an effort to reduce call response and wait times for customers.
The Company continues to review its resourcing needs to ensure it maintains appropriate customer support and call wait times. As a result of these ongoing efforts, since the beginning of 2024, average Billing Department call times have been reduced significantly.
The Company has implemented an updated training curriculum to improve staff knowledge of the product and billing resolution best practices, and it regularly revamps existing curricula as needed to adapt to the ever-changing needs of our customers.
Thank you for these recommendations, and for the opportunity to express our commitment to delivering a
positive, impactful, and memorable experience for our customers. We believe that the recent actions we have taken, along with our ongoing efforts, will continue to result in improved strategies, an overall improvement in the customer experience, and a reduction in the number and severity of any complaints.
Complaints
This profile includes complaints for Constant Contact, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 112 total complaints in the last 3 years.
- 58 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/03/2025
Type: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 ordered online services from Constant Contact and then got an email stating that I was selected for some type of random "review" and that is when I IMMEDIATELY contacted them and told them I was NOT going to be calling them to "go over" my plans for my account. How ridiculous! I told them I would NOT use their services and to refund my monies. All emails attached, even the one stating my refund would take 7 to 14 days. It is one month later, and still NO FOLLOW UP. What a terrible way to conduct business.Before driving down to *******, ** to file a civil case there, I figured I would give it a try with BBB. Thank youCustomer Answer
Date: 05/16/2025
[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. The business refunded me immediately.
Regards and Thank You,
***** *******Initial Complaint
Date:04/16/2025
Type: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 was contacted by *********** ***** regarding my using Constant Contact to distribute bulk email to generate leads from a list I would purchase from a 3rd party. He explained how the service would work, going so far as to recommend list companies such as ********, etc... I signed up, paid only to realize the next day that Constant Contact DOES NOT allow purchased 3rd party lists to be used with their services. Thus, I was lied to to entice me to sign up for services I could not use. The billing department would not issue refund unless I first tried to use the service. This all has transpired in less than 24 hours.
Business Response
Date: 05/20/2025
Hello ******, thank you for your patience. We apologize for our delayed response in this forum, but we're please to note that our team authorized a refund in the amount of $127.92 on May 6th. We apologize for any inconvenience caused by our team and we wish you and your business continued success.
The Constant Contact teamCustomer Answer
Date: 05/20/2025
[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:04/04/2025
Type: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.
Constant contact charges your credit card freely without notification of plan changes/increases. I was paying $23 a month for my constant contact plan for over a year and was unaware that adding more contacts would significantly increase the cost. Without a notification in my account, message, or email my plan went up from $23 a month to $180 a month. The business didnt notify me whatsoever about this increase in charges/changes in plan. When I called to resolve this, there was no resolution. This is fraudulent business practices.Customer Answer
Date: 04/14/2025
I have not heard from the business in response to my complaint. I spoke with a representative from constant contact prior to my complaint who was unwilling to resolve the issue in an appropriate manner.
Businesses should be required to send an email notice or message when an action has triggered a change in plan, especially a significant increase in price.Business Response
Date: 05/21/2025
Hello *********, thank you for filing a complaint with the BBB and for explaining the disappointing experience you had with our team. After thoroughly reviewing your account, we accepted liability for the chargeback from your credit card company and they have refunded you the amount of $360. We apologize for the inconvenience you experienced during this time and we wish you and your business the best of luck moving forward.
Sincerely, the Constant Contact teamInitial Complaint
Date:03/31/2025
Type: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 was called and was talked into helping my business but initially it was incorrect and I did not want to use the product. They refused my refund, but I was told that I would get a refund. Please help with this. I have been calling this company since May 18 10 minutes after they took my money out my account.Please help I never use the business. I dont want to do business.Business Response
Date: 05/21/2025
Hello ******, thank you for your patience. We're happy to confirm that this claim was refunded and resolved on our end on April 4, 2025. Please let us know if you need anything else!
Appreciatively, the Constant Contact teamInitial Complaint
Date:03/25/2025
Type: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.
Was contacted by them and they made it seem a good deal to ad though them and it has a 30 day money back guarantee but they do not honor it and they will not transfer you to anyone else. This people are scammers. BEWARE PEOPLE, SCAMMERSBusiness Response
Date: 04/21/2025
We are truly sorry to hear that your experience did not meet your expectations. We appreciate you taking the time to share your feedback, as it helps us understand where we can improve.
We understand that you have disputed the charge with your bank, and we have accepted responsibility, resulting in the closure of your account. At this point, there are no further actions we can take regarding the charge itself due to the dispute process.
While we cannot assist further with the financial aspect, please do let us know if there is anything else we can clarify or assist you with regarding the closure of your account or any other questions you may have.
Initial Complaint
Date:03/17/2025
Type: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.
Constant contact engages in fraudulent practices and tries to lock you in by not allowing you to talk to someone at customer service who can do anything.Ive had constant contact for 6-8 years now, and I recently got a call from a constant contact sales *** telling me how to optimize my email marketing. I did not agree to upgrade my account or do anything. My next constant contact auto-payment was double what it usually is. The sales *** who called me went into my account and upgraded my plan, without my consent.When I called into customer service, they told me there was nothing they could do. They werent able to issue a refund, and my situation would have to be reviewed by a manager. I was told ** get a call back in 3-5 business days. Of course- no call back. This is fraud, plain and simple.Business Response
Date: 03/19/2025
Dear *****,
Thank you for your patience as we looked into your account billing. We've completed our review and have credited your CTCT account with $100.70 to address the discrepancy you identified between your original plan and your upgraded plan. We value your feedback and are glad we could resolve this issue for you. Please let us know if you require any further assistance.
Thank you,
The Constant Contact teamInitial Complaint
Date:03/07/2025
Type: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 have reached out to the company to cancel my plan in the past. Yet I received a notice that I was being charged. The representative said they had emailed me. Looking through my email I could not find anything. Do not work with this company it is impossible to cancel!Business Response
Date: 05/02/2025
Hello *****, thank you for filing your complaint with the BBB; we apologize for the delayed response. After further reviewing your account, we see that you called our support team to cancel on 3/7/2025. However, when our team tried to confirm your cancellation, you stated that you were going to dispute the charge with your credit card company before disconnecting the call. We accepted the dispute and you were refunded by your credit card company, so we proceeded to cancel your account in that same month, March of 2025.
While we can't offer any additional refunds, please let us know if we can further assist you.
- The Constant Contact teamCustomer Answer
Date: 05/05/2025
[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:03/02/2025
Type: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.
Somebody is using constant contacts and putting personal information In. Please stop this There using Villagewalk information please shut them down because I need to speak to lawyerBusiness Response
Date: 03/03/2025
Mr. *****,
Thank you for your report to Constant Contact. We have logged your complaint in our system and will review the customer account in question. ******************** does not tolerate spam and takes all complaints against our customers very seriously. A member of our Compliance Team will follow up with you only if additional information is required. In addition, please know that your address has been permanently removed from this sender's list. If you continue to receive unsolicited emails from this sender, please let us know immediately.
Best Regards,
Constant Contact Compliance Team
Initial Complaint
Date:02/25/2025
Type: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 just a small nonprofit and we have tried repeatedly in the past two months to cancel our service without success. When I login to my account there is nowhere to cancel. Then they tell you to email them to cancel but all emails go unanswered. Calling gets us nowhere either. Their deceptive business practices confirms our decision to cancel in the first place for improper invoicing. On top of everything else their app crashes constantly, many emails are never delivered to our recipients and the service in unreliable.Business Response
Date: 03/19/2025
Hello Selena,
We sincerely apologize for the confusion surrounding the account cancellation process. We understand it can be frustrating when things aren't clear.
Upon reviewing your account, we found that there was indeed an online cancellation option available. We also noticed that your account was still active, so we attempted to contact you to offer assistance and address any concerns. As requested, we have now fully cancelled your account and removed your billing information. You should have received a confirmation email of your cancellation.
As stated in our Terms and Conditions, our services are non-refundable. However, we value your feedback and would be happy to discuss potential options if you reconsider using our services in the future. We are always looking for ways to improve and would be happy to find a solution that fits your needs.
Thank you,
The Constant Contact teamCustomer Answer
Date: 03/20/2025
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 # ********.
The business stated that there was indeed an option to cancel online but this is FALSE information. I am including a screenshot FROM THEIR OWN WEBSITE that clearly states you must call to cancel NO ONLINE OPTION EXISTS. Every time we clicked on the button to cancel our service online, we received a message that stated you must contact customer service via phone in order to cancel which we did multiple times, received a recording to leave a voicemail each time and we never received any response. We even sent an email on 10/01/2024 that went unresponded to. NO RESPONSE FOR MONTHS until filing a BBB complaint.
Another reason we do not accept their response as a resolution is because we tried for months to cancel our account without success, therefore being billed hundreds of dollars which we paid so that we would not be delinquent. The company has not offered us a refund for those months worth of service we did not use while were attempting to cancel. They just kept billing and we kept paying. They can clearly see that we did not use the account at all for those months and based on our original email dated 10/01/2024 requesting a cancellation, we should be refunded all of that money from then till now!
We are convinced that this entire company is a scam. If they can **** a nonprofit organization, then they will scam anyone. They sucker you in to signing up and then do not allow you to cancel unless you go to extremes by contacting the Better Business Bureau. We know this to be a fact because there are thousands of complaints online about this exact issue with customers not being able to cancel their accounts without going to extremes. If we were the only ones then sure. But there are THOUSANDS of the same cancellation complaints against this company.
There is no negotiation as to what our expectations are in resolving this issue. We expect for them to do whats right. Based on the thousands of other complaints, we really feel like they will not do what is right unless they are forced to do it.
Business Response
Date: 05/14/2025
Hello ******* thank you for your patience and persistence while we continued to try and resolve this issue with you. After working further with our billing department, a refund in the amount of $127.92 has been processed by Constant Contact. It can take the bank/credit card company up to 5 to 7 business days to process this refund before it appears on your statement, if you haven't seen it already. Wed be more than happy to speak with you on the phone or through email if you have any further comments or questions. Just reply to this email or contact us at ************. Our hours of operation and other help options can be found in our Help Center.
We wish you and your nonprofit the utmost success moving forward.
Sincerely,
the Constant Contact teamCustomer Answer
Date: 05/14/2025
[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 while they did not completely do the right thing, they did offer us a partial refund. We have spent way too much time on this already which has taken away from our mission so we are willing to take a loss, accept their response and close our complaint #********.Thank you for your platform and for all of your help. Without you we would have zero resolution.
Regards,
****** *******Initial Complaint
Date:01/23/2025
Type: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 lost my vision due to acanthamoeba keratitis, a parasitic eye infection a few years back, so I am constantly having surgeries, eye appointments, etc. During this time obviously I am unable to use platforms like Constant Contact. Recently I had a procedure done, so I as unable to use Constant Contact for almost a year, obviously when you are having surgeries, or losing your eye sight even when temporary, the last thing on your mind is canceling subscriptions. You're too busy being scared thinking about your vision returning. I don't have an issue with Constant Contact, they are great! This is simply an issue with me not being able to cancel my subscription when I was going through my vision issues. I tried doing this through customer services, and was informed they do not give refunds. I have been a Constant Contact customer for a very long time. So I am hoping they make an exception to the rule. This is not me blaming them, just me hoping that they will show some empathy for a long time customers medical situation. My email log in is ******************************** User email is ******************** Thank you.Business Response
Date: 01/30/2025
Hello *******, thank you for submitting your complaint to the BBB. First off, I want to acknowledge how difficult this time must have been for you and I sure hope you're recovering well.
That being said, our management team has reviewed your case and is unable to provide any account non-use refunds at this time. As a company, we don't offer any retroactive credits when an account goes unused over a period of time as it is the responsibility of the customer to pause or cancel service during that time. However, as you stated, we recognize that cancelling your account was not your foremost priority at the time. To thank you for being a long-time customer, and to offset your costs moving forward in an effort to help you recoup the costs from that period of non-use, we have applied a 30% discount to your account over the next twelve months.
While I understand this might not be the desired outcome, we're doing what we can within our terms and conditions to help you through this difficult time. Thank you for your understanding, we wish you the best in your health and your business success moving forward.
Appreciatively,
The Constant Contact teamCustomer Answer
Date: 01/30/2025
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. As stated it is not the desired outcome that I wanted, but an effort was made and I appreciate it.
Regards,
******* *****
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