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:09/24/2024

  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 have been doing business with this company since 2021. They provide decent service most of the time as far as the actual email service. There have been issues that I have mentioned to them repeatedly that have never been resolved. The biggest problems are with the billing. They make promises about the amount I am supposed to owe and then don't keep those promises. They quote me an amount, then try to charge more. At one point, they overcharged me. They finally agreed they had overcharged me, but they refused to give me a refund for the overcharged amount. They made me wait for a month for the credit to be applied to my account. In other words, they had my money for over a month, and never paid any interest or penalties. They raise their rates but their services are not improved comensurate with those increased rates. About six months ago, i tried to change my payment method on their website and their system wouldn't allow me to change it. I called & they had to change it over the phone. They told me they were working to fix their billing system. A few months later, this happened again. This time, I gave them a card number and I made it abundantly clear that it was for a ONE TIME PAYMENT only & was not to be stored or saved to my account. They didn't pay attention & the card was put on my account. The next month, they charged the card again, & this caused my bank to charge me overdraft charges of $35. They have yet to pay this back. I have written at least 2 letters to their offices & these have been ignored, no response. I have filled out numerous surveys & requested to be contacted. These have been ignored. I have begged, litterly pled to be put through to someone in their corporate offices, & they have refused. I have been yelled out, lectured, lied to, talked down to, & insulted. They seem to like the "I understand your frustration" comment, which I find very insulting and inappropriate. I have told them this, but they still do it.

  Customer Answer

  Date: 10/05/2024

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

  

  Business Response

  Date: 10/17/2024

  Hello *******, thank you for flagging your issues to our team. Our support managers have been in contact with you to try and resolve the issues you've experienced, and a discount was applied to your account to solve for those issues. If you'd further like to discuss how we can remedy your experience, please contact us at social_support[at]constantcontact[dot]com.
  
  Appeciatively,
  The Constant Contact Team

  Customer Answer

  Date: 10/21/2024

  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 do not believe that whomever answered this complaint actually took the time to read and understand all of the issues.  Here are the actual issues:

  1)  I have repeatedly requested to speak to ***** ****** on the phone, and have never been given the courtesy of an answer.  I have also written at least two letters to Ms. ****** and have received NO answers to my letters.  I'm being ignored and I don't appreciate that.

  2)  The original complaint was filed before the last credit was promised to me.  I attempted to add more information when the last credit was promised but not applied when it should have been.  I don't know if that additional information was passed on to the company or not.  Essentially, I was promised a discount on my account which I was led to believe would be applied immediately.  Instead, it was supposedly applied "next month."  When I tried to reach the agent who had made the promise, I was again ignored, and he has never returned my phone messages.  

  3)  At one point several months ago, I gave them a debit card to charge for my bill and I made it abundantly clear, repeating several times "This is for a ONE TIME payment only.  Do not put this card on the file for future payments."    I was ignored with that as well.  Then they charged the card a second time, causing an overdraft fee to be charged by my bank.   The $35 fee would not have been charged to my account if ******************** had paid attention and followed instructions.  They owe me at least $35 for this issue as well as more money for wasting my time on numerous occasions with regard to not keeping their promises and the arrangements that were agreed to.  

  This company is supposedly a communications company.  However, they have terrible communication with their clients when it involves money and payments.   Their agents make promises but the promises are not kept. 

  The only acceptable resolution to this complaint is to pay the $35 fee and additional money for my wasted time.   From the number of complaints filed with the Better Business Bureau and the fact that almost all of them are related to their billing and fees, it is apparent that the wrong people are working in the billing department and they need to be retrained or replaced.  

   

   

  [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: 12/06/2024

  Hello ******, thank you for continuing to provide more information about your experience and desired solution. Your frustration in my previous response is warranted, and I apologize for not providing further explanation. If it has not been clearly communicated to you before, I want to make sure I explain the reasoning behind our decision.
  
  Although you requested your payment method to be utilized for a one-time-only charge, our product requires you to have a payment method on file each month in order to continue accessing your account. Therefore, the customer service agent you spoke with on the phone would be able to apply that payment to pay for that one month you desired, however it would then have to be saved as your payment method on file if that was the only payment method saved in your account. Section 8.4 in our Terms of Service (************************************************) states that 'you hereby irrevocably authorize us to charge the credit card or other payment method provided for any such amounts when due, (b) amounts due will be automatically charged'. Furthermore, we are unable to process a refund for the $35 overdraft fee because that is not a charge or payment that was received as revenue by Constant Contact.

  I'm sure the last thing you want to hear is that I understand your frustrations, but I truly to empathize with how you're feeling as a consumer. The entire situation is unfortunate, but please recognize that we have to abide by the Terms of Service that we implemented and that our customers agree to when utilizing ********************.
  
  If you have any additional feedback that I can pass along to our Customer Support team, please let me know and I would be happy to share it directly.
  
  Appreciatively,
  The Constant Contact team.

  Customer Answer

  Date: 12/09/2024

  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

   This response is again inadequate and improper.  It isn't even signed by a human being, just a computerized "team" which doesn't allow for proper communication.  Additionally, I highly doubt that the person who wrote the response is a medical doctor, yet they are attempting to make a medical diagnosis of "frustration."  Frustration is a medical diagnosis they are not properly qualified to make.  I don't get frustrated.  I get angry when there is such obvious abuse of power.  The fact is that I made it very clear that the card was to be charged only once.  The fact that it was charged more than once without proper authorization is a crime.  It is misuse of credit card information and it is the same thing as theft.  I was charged fees by my bank because of this theft and it is only proper that Constant Contact pay those fees since they abused the conditions I put on the payment and that they agreed to.  They committed a crime of credit card fraud and they should pay the consequences.  And they should sign their letters.  I have also repeatedly requested a phone conversation with their CEO but that has also been denied.  They are trying to hide behind their so called "terms and conditions" which I have never seen.  And just for clarification - they can keep anything on file - but when they have specifically been told not to use that information, and then they do, they have breached the agreement made by their agent, which they are ultimately responsible for.  
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:09/21/2024

  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 am writing to formally address the issues I have encountered with your service and to request a full refund in order to resolve this issue and then I'll agree to submit a request to the BBB to remove this complaint. On August 2nd, one of your sales representatives convinced me to sign up for a service that was significantly overpriced compared to my existing *********************** It was clear that the representative did not have my best interests at heart, which raises concerns about the integrity of your company.Furthermore, when I contacted your billing department to request a refund, I was met with numerous stipulations over a phone call that were not initially communicated to me. The only stipulation I was made aware of was provided in an email, which I have provided to the BBB for your reference under the name "Money Back Guarantee." The email explicitly states: "You can experience the full benefits of a live accountcompletely risk-free, for 30 days. If you upload your contact and send an email and then decide it's not for you, call us at the number below within the first billing period and we will not only cancel the account, but we will issue a refund."I have attached the following documents to support my case:1. "Money Back Guarantee" email 2. "Constant Contact Payment Receipt" dated August 2nd 3. Screenshot of my call log, named "Call Log - Proof I called In To Request a Refund," showing that I called on August 27th to cancel the service, well within the 30-day window.Despite my timely request for cancellation, I was charged $223.86 on September 2nd at 3:21 AM. I have given your company ample time to process my refund, yet my ************** were not addressed properly. On September 2nd, I sent a reminder email to ******************************** I was charged $179.08 on 8:10:35 PM & $223.86 on 3:21:40 AM.Both payments need to be refunded due to your money back guarantee. I sent an email on 9/12 to resolve this & you ignored it.

  

  Business Response

  Date: 10/17/2024

  Hello *******,
  
  Thank you for letting us know about your Constant Contact experience. After further review, our team has decided to issue a refund for your the charges you incurred in the second month of your Constant Contact account. Please let us know if we can further assist.
  
  Appreciatively,
  The Constant Contact Team

• Initial Complaint

  Date:09/12/2024

  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.

  Our company has used Constant Contact for over 16 years. We have multiple divisions within our company that use the service. Our rates have steadily increased through the years and our outgoing emails have decreased, so we decided to switch to another service. The problem is that I had prepaid $775.20 for a year of service on 8/18/24. I assume once we canceled, we would be refunded for all but one month of service. When I called to cancel, I was informed that pre-payments were non-refundable per the fine print at the bottom of their renewal request email. I had not seen that prior to my conversation with an agent.While I understand that is their policy, (now that the fine print has been pointed out), I believe it is a fraudulent one. This is service based, we will not be using the service, they lose nothing on their end (except the money), so I see no reason for them to keep our money. How is it fair that we are penalized for pre-paying our account? I was told that there was no one else I could talk to, and I could not find an email address for them to lodge a formal complaint. I attempted to call to speak with someone, but the system is automated, so I was only able to leave a VM, which I did. No one has contacted ***** request here is for a refund of 11 months which equates to ******.

  Customer Answer

  Date: 09/25/2024

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

  

  Business Response

  Date: 10/17/2024

  Hello *****,
  
  Thank you for telling us more about your recent Constant Contact experience. After further conversations you've had with our team, we've issued a refund for you account cancellation. Please let us know if you need further assistance.
  
  Appreciatively,
  The Constant Contact Team

  Customer Answer

  Date: 10/21/2024

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

• Initial Complaint

  Date:08/30/2024

  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.

  When calling in to cancel our account in 2020, we were given an indefinite promotional discounted rate rate of less than $45/month in order to be retained as a customer. Since then our rate has soared to $145 for the last 8 months. There was no notice of this increase given. When calling in to address the billing discrepancy, I was repeatedly transferred to an empty silent line told that I would be speaking with a supervisor or the case was being escalated for a resolution. No one answered.We would like the $800 over charge refunded.

  Customer Answer

  Date: 09/10/2024

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

  

  Business Response

  Date: 01/09/2025

  Hello *******, thank you for documenting your Constant Contact experience with the BBB. I apologize for the significant delay in our response, but I wanted to offer an explanation for what happened and why no refund has been offered.
  
  After you spoke with our representative about receiving a discount to continue your Constant Contact account, our team sent an email to your inbox confirming the 60% discount would be applied for a 12-month period (see the attached screenshots of that email). After that period, your regular monthly rate would be charged. I apologize for any confusion that may have happened in your interactions, but we are unable to refund the payments for the 8 months after the discount expired per our Terms and Conditions considering we notified you of the term of the discount.
  
  Section 8 of our Terms and Conditions state that is the responsibility of the customer to be aware of the fees and any discounts applied at any given time.
  "8. Fees; Payment; Taxes.
  
  8.1 Fees. In consideration for the Services and ********************** you agree to pay us the then-current fees set forth in the Account section of your account unless otherwise set forth in an applicable Order Form or Statement of Work (Fees). We may change any of our Fees at any time by posting a new pricing schedule to the Services or in your account and/or sending you a notification by email. You are responsible for reviewing the Fees from time to time and remaining aware of the Fees charged by us and any applicable discounts. You acknowledge and agree that our measurements are the definitive measurements for any payment due and owed hereunder."
  
  Thank you for your understanding,

  The Constant Contact team

  
  

  Customer Answer

  Date: 01/13/2025

  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. 

  [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,

  *******

   

   

• Initial Complaint

  Date:08/23/2024

  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.

  Constant Contact suspended our account for compliance guidelines violations stating the following rule: "4.2 High-risk financial services (including payday loans, short-term high-interest loans, student loans, third-party auto or mortgage loans, debt collection and forgiveness, credit ***air, and debt relief offerings);"We are NONE of that. The *** I spoke with completely misunderstood the nature of our business and argued that we weren't a direct lender, and that certain verbiage on our site suggested it. It does not, we offered to change the verbiage. *** told me they understood my own business better than I did. It was the most embarrassed ive been for another human in a while. **************************************************************** We are a direct lender for businesses. Constant Contact is being unreasonable and unhelpful and hurting small businesses. Even after clearing all this up with another ***, they are "falling back on our guideline that states we can refuse service for any reason". So now it's not that we don't comply, it's that the ***/supervisor we spoke to are dug-in. It's their personal ego. FIX THIS

  

  Business Response

  Date: 09/10/2024

  Hello ****,

  I apologize for the miscommunication you have experienced with our Account Review team.  The Senior Manager of Account Review has left you a voicemail with her contact information and has sent you an email.  She is interested in speaking with you to see if we can resolve the issue.  Please check both Voicemail and Email for her information to reach her directly.

  Best,

  *********.

• Initial Complaint

  Date:08/22/2024

  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.

  We let our account with ******************** lapse back in October 2023 and then decided to give it a try this past February. BIG MISTAKE!!! After we signed up again we were informed that the email list we had been using for years up to this past October was not allowed any longer. We then contacted the bank to dispute the charge. Shortly after contacting our bank, we were contacted by a representative from Constant Contact who told us we could use the list on a probationary basis, so we cancelled the dispute. About a month later without ever having sent an email we were informed again that the email list was not usable and that we would get a refund. We never received a refund and initiated a dispute with the bank. We just learned the bank denied our dispute because it was too late. We are going to continue disputing this charge even if it means seeking legal means to do so.

  

  Business Response

  Date: 01/09/2025

  Hello *******, thank you for documenting your Constant Contact experience with the BBB. I'm reaching out to close the loop on this complaint from our end. Our finance team notes that your charge was eventually successfully disputed with your bank and the refund was issued by your bank.
  
  We wish you and your business the best moving forward.
  The Constant Contact team

• Initial Complaint

  Date:08/15/2024

  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.

  This company has refuses to deliver on their promise to fix the bugs being reported to them. I use the product and roughly every two weeks to one month, another bug is discovered. This has been going on since about April of 2023 without any resolution. Instead, they are pocketing the money they are making off of subscriptions while the product is becoming so dysfunctional it is nearly completely unusable. All I am ever told is "Sorry. Our team is aware and you will receive an email when the issue is fixed." Of course, that never happens, and the issues persist, with new ones cropping up. We are tired of being lied to. We are tired of having to use a bunch of convoluted workarounds to *maybe* be able to complete what should be simple tasks.

  Customer Answer

  Date: 08/26/2024

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

  

  Business Response

  Date: 09/05/2024

  Hello ******,

  I apologize for the defects you have experienced while using our product.  There has not been a fix for the issue you have experienced as of yet but we will let you know when that happens.  It is in the hands of our engineers.  In the meantime, you have been provided a 30% discount for the next year of service.

  Best,

  *********

  Customer Answer

  Date: 09/10/2024

  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. 

  We appreciate the 30% discount. However, we wish for these long-standing bugs to be fixed. When I reviewed my records, I found we have been having issues with the product since at least April of 2023, that have yet to be resolved. All we get are the same canned answers, similar to, if not the same as the one Constant Contact has provided here, meanwhile, the functionality of the product continues to decline, seemingly with no end in sight. If the issues persist any longer, and as more issues will undoubtedly develop- adding to the pile, we will likely not be using this product for another year, as we will have no choice but to find a different provider who takes these complaints seriously and can provide a product that works well and works well consistently. 
  
  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: 12/04/2024

  Hello ******, thank you for filing this complaint to address your frustrations with our product and team. I apologize for the delayed response in this forum, but I did want to follow up on the response that our team emailed directly to you in October. Our update read as follows:
  
  "Hello ******,
  Thank you for reaching out to our Better Business Bureau team regarding the issues you've experienced with our system.
  
  I understand that it can be frustrating when you receive what might seem like standardized responses from our support teams. Often, this is because we may not yet have full visibility into the specifics of the ongoing investigations, nor can we always provide precise details about the resolution or timeline for each issue. Our goal is to offer the most accurate updates we can, including any available workarounds, while avoiding making any false promises about the resolution or timeframe.
  
  Ive collaborated with our internal technical teams to better understand the current status of the issues youve encountered. Im happy to report that the an error has occurred message when viewing contact profiles was resolved earlier this month. Several other issues are also moving closer to being fully resolved. Our teams are continuously investigating the root causes, working to implement fixes, and testing them across all browsers and platforms to ensure broad functionality. However, delays can occur at various stages, which is why we avoid committing to specific timelines, even when fixes are pending.
  
  We truly appreciate your patience as we work through these challenges, and please know that our support teams are always available to assist with any workarounds in the meantime.
  
  Thank you again for your understanding, and if you need further assistance please do not hesitate to reach out or visit our Help Center."
  
  I know our technical team has continued with a dedicated approach to improving the issues you may have experienced while using the product, and I hope you've seen those improvements when using the product. If there is any additional updated or details you can provide that can help us improve your experience, please respond here or directly to the email our team sent you on October 17th.
  
  We appreciate you reaching out to our team for assistance and are thankful for your patience in this matter.
  - RJ from Constant Contact.

  Customer Answer

  Date: 12/06/2024

  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 received notification that the "An error has occurred" issue had been resolved. Not impressed. That issue was reported how long ago? It took them how long to fix a SINGLE reported issue? What about all the other issues that have been reported to them?

   Constant Contact has been provided VIDEOS of nearly every issue in action, along with detailed instructions of how to replicate the issues for their troubleshooting purposes. And the majority of those issues persist. This has been the pattern since at least April of 2023.

  Meanwhile, the subscription cost continues to rise. For what? The product hasn't improved; it's only gotten worse. The ** is a complete disaster. Constant Contact can barely maintain the product's functionality. They can't even be bothered to respond until MONTHS later? The amount of time it takes to get a response is insane. Absolutely unacceptable.

  To top it all off, they still haven't honored the 30% off they said they would. Figures.

  No; We do not accept this response as satisfactory. Constant Contact hasn't resolved our issues.

  
  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,

  ******

   

   

• Initial Complaint

  Date:08/09/2024

  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 initiated email marketing services for my business with Constant Contact at the end of May 2024. I spoke with a onboarding specialist shortly afterwards about my business needs and was promised that I would be able to make landing pages with a checkout section for my one-time offers along with integrations to my other platforms but this information was not true. You cannot create checkout pages using Constant Contact so this service was then useless to me since I could not use it for what I needed it for. After discovering this, I attempted to cancel my acct via the chat section of the website or thru the settings of my acct. Just to find out that they do not allow you to conveniently cancel your acct via chat or your acct settings, only via phone. I have not had time to call them since I work days. I attempted to communicate this via chat & email in the month of June & received no response.Since then, Ive moved on to a different email service and had forgotten about Constant Contact. The acct was suspended for non-payment and should have been canceled but was not. Instead, I was charged months later for 2 months. I called their billing **** in regards to the matter just to be told they have no record of me initiating a cancellation and that issuing a refund is against their guidelines.I then requested to speak to a supervisor and was told by the representative, whose name was Prince, that there is no direct contact to a supervisor to escalate the matter. That is completely unacceptable and unprofessional.This service was completely useless to me and literally a waste of time and money, the least they could have done was honored my $70 refund.

  Customer Answer

  Date: 08/20/2024

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

  

  Business Response

  Date: 09/10/2024

  Hello *******,

  I'm sorry for the inconvenience this has caused.  I spoke with our Billing team and they did refund $35 to you since we do not have any records or recordings of a cancelation attempt.  Once your account went into arrears, the option to cancel online is no longer provided.  Had the account not gone into arrears, you would have been able to cancel within your account.

  Best,

  *********

• Initial Complaint

  Date:07/30/2024

  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.

  My assist ***** with **** and was told to have me contact him at ************, he set up a meeting to set up my account to merge a rep *********************** the time was allegedly wrong and neither one of these people have returned any calls or messages to reschedule. I was given all these promises of reassurance and you can call any time etc. As I reached out to resolve as well as my assistant. They need to REFUND ME DELETE ME OUT OF THEIR SYSTEM

  

  Business Response

  Date: 08/20/2024

  Hello *******,

  Thank you for writing to let us know of your experience.  I am sorry to hear your experience was anything short of excellent.  While we are sad to see you leave, I can confirm that your account has been canceled and all funds were placed back on your credit card.

  Best,

  *********

• Initial Complaint

  Date:07/13/2024

  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.

  I purchased 1 month trial at $80 on June 17,2024. On June 18,2024 I was contacted by *********************************** one of the constant contact employees and he offered to cancel my $80 subscription and offered $28/month subscription. He did charge me the $28 and said that I will get a refund of my $80 for the cancelled account within 7-10 business days. It has passed more than 1 month and I didnt get my refund, I also dont have access to my account which I paid the $80 for - I have contacted several times the constant contact company and they refused to refund the money and refused to acknowledge that their employee did cancel the account on their end. They also told me that my account was 1 year old which it is untrue information - it was not even 1 days since the time I created it. Also there is proof that ********************* did transfer my contacts from the cancelled account to the new one for $28. I am very disappointed that I have been scammed by them and they stole my money

  Customer Answer

  Date: 07/24/2024

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

  

  Business Response

  Date: 07/30/2024

  Hello *******,

  We did receive the chargeback from Mastercard for the $80 and accepted liability. That account has been canceled and the credit card has been removed.  If you have any further questions or concerns, please contact our billing department directly at ************.

  Best,

  *********