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:07/11/2024
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.
On June 27th I spoke with a representative from Constant Contact. I told her ****** that I was interested in hiring a service that could help me with ****** placement and ****** ads. She assured me that this company could do that and I told her I was not interested in email or direct messaging marketing. She said if I prepay for 6 months I would get a discount on the premium package. A couple weeks go by and nothing is being done other than a couple emails that I responded to with no response back. I called today to find out what was being done and the representative said that what I wanted was not what they really do unless you pay more . After being on hold for a long time I finally got to a billing service representative that said she would cancel it and there was no refund at all . So basically I was lied to and then told no refund for what I paid for 6 months for and got nothing in return.
Business Response
Date: 07/30/2024
Hello *****,
I apologize for your experience with us, it is not what we want for any of our customers. After speaking with the billing team and digging into the interactions that took place, billing did provide a $432.00 refund to your card on July 24, 2024. You should be seeing on that your bank statement within the next day or two. Again, I do apologize for the inconvenience this has caused you.
Best,
*********
Customer Answer
Date: 07/30/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:07/10/2024
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.
On June, I received a call from a representatives. During our conversation, I clearly articulated my requirements for a marketing plan. The representative informed me about a promotion plan at $54 per month, which allowed sending ****** MSM twice a month. This plan seemed ideal for my needs, and based on this information, I provided my credit card details to proceed with the purchase.However, upon accessing my dashboard, I was surprised to see a completely different plan than the one I was promised. When I reached out to *****, the marketing coach assigned to me, he informed me that this was the plan I had to start with and there was nothing he could do. He showed a blatant disregard for my needs and insisted I use the plan given, which was not the plan I had agreed to or paid for. The experience with that company has been marred by deceit and poor customer service. Despite explaining my situation to ***** and requesting the plan I had initially purchased; I was met with indifference and a refusal to rectify the issue. Furthermore, when I contacted your customer service, I was told that there are no refunds, exacerbating my frustration.To clarify, I did not pay for the plan currently assigned to me. The promotional plan at $54 per month was crucial for my business operations, and because of the company's actions, I lost a valuable business opportunity. I strongly believe that this situation is a result of discrimination against me as a woman and a Hispanic, which is utterly unacceptable.For over a week, I have been requesting a resolution and my money back. I demand a full refund for the plan that was wrongfully assigned to me. I have documented proof of the plan I purchased and what was actually provided, which are undeniably different.Business Response
Date: 07/29/2024
Hello ******,
A refund of $54 was applied on July 16, 2024. Please contact our billing team directly at ************ if you have any further questions or concerns.
Best,
*********
Initial Complaint
Date:07/04/2024
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.
Date of transaction: 4/20/2024 I was beginning a 30-day trial with the email marketing company and provided my business contact information incld; name, business name, address, email, phone number. I wasn't able to create my account with just a regular email. I had to link my account in order to create my account. I had planned afterwards to unlink my account; to start using the website/app but it didn't allow me. After which I called the account manager on my account and got forwarded to support. Support then told me that option was not available and started to negotiating package pricing with me and asking how many clients I deal with, what I do on the day to day, how many employees I have, what type of clients I serve etc.This alarmed me so I continued to ask my options for closing the account if I was unable to unlink my Gmail to the account. The manager I spoke with kept talking in circles and told me till the one-month trial was over he was able to close the accountBusiness Response
Date: 01/09/2025
Hello Purity, I'm writing to confirm that your trial account was effectively cancelled without charge after your trial expired.
Have a great day!
The Constant Contact teamCustomer 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.
Its been over 6 month and the company stored my business information as if I was still there client. After repeatedly playing around as if they didnt know how to remove my account. There was no claws in the free trial saying I give them the rights to my business information at the time and yet they still gained a client on their side. This is false advertisement and easily shows how unprofessional the company is and how they harass small businesses pretending they are marketing.
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,Purity
Business Response
Date: 01/13/2025
Thank you for your response, Purity. The Terms and Conditions (************************************************) you agreed to when creating a free trial clearly detail our customer data privacy policies. If you wish to have your data removed from our system, you can submit a Privacy Request at the following link:
*************************************************
Appreciatively,The Constant Contact team
Customer Answer
Date: 01/14/2025
[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 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,
Purity *******Initial Complaint
Date:06/30/2024
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 found out my website (through Constant Contact) and domain were expiring in mid June. I wrote Constant Contact and called them to pay it and get my website back up.Each and EVERY time I've had contact with them, the answers are completly different. I cannot get a straight answer. All I want is my website back up so I can use my dedicated email. No straight answers. I want to have a person I can speak with and pay it. This seems to be a problem with Constant contact.They've told me:* They don't have websites and I need to go to ******* *They do handle websites *I have to transfer my website.Repeatedly they are asking me to pay different fees. I cannot go online and pay for anything.* Please pay $22 *Please pay $72 or $36 Asking for government ID, etc.ALL I am asking is that they FIX the problem. I will gladly renew for 3 years but they keep giving me conflicting information. I've attached a document with all of my emails from them. Nothing makes sense. Maybe it's me but I do not understand.Customer Answer
Date: 07/18/2024
I have not heard from the business in response to my complaint.
ive tried to talk to this company, but they keep making things up endless responses that are different so Im not really happy with the way that says has not been resolved.
quite honestly, honestly, I thought you would be more help
Business Response
Date: 01/09/2025
Hello ****, thank you for documenting your Constant Contact experience with the BBB. I first want to apologize for our extremely delayed response in this forum, though I hope our team was able to assist you directly through our support channels. I see that you've since cancelled your Constant Contact account, but I wanted to at least try to explain what happened and why it was so confusing at the time.
In September of 2023, we announced that we were deprecating our Web Builder tool and would no longer be building or hosting websites. As a courtesy, our team was facilitating the transition of any Constant Contact hosted websites to ******* that were up for renewal from Sept. 2023 to Sept. 2024. Our team was trying to communicate to you the cost of transitioning the hosting of your site from Constant Contact to *******, and they needed to verify your ownership of the domain in order to do so.
Our communication with you could have certainly been more clear and efficient, and we'll take those learnings into practice moving forward. We apologize for the inconvenience this caused, and we wish you and your business the best moving fowards.
Appreciatively,
The Constant Contact teamInitial Complaint
Date:06/28/2024
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 have been a loyal customer of ******************** going on 6 years now. Over that time my monthly subscription for the under ***** contact plan has steadily increased to over $52/month. There have been features that I have accessed during this time such as the email marketing engagement reporting tools that let me see who was highly engaged, somewhat engaged, etc. This has been an important part of my marketing for years. A few days ago when I tried to access that feature, it was suddenly behind a paywall asking me to upgrade to a higher plan. When I spoke with customer service they said there was nothing they could do, I would have to pay more to get that feature back. I think it is a terrible business practice to suddenly take a product away that someone has been paying for, for years, and then only give it back if they pay even more money. This is a perfect example of corporate greed.Business Response
Date: 07/29/2024
Hello *****,
After looking into this issue, I see you have upgraded your account and received a promotion of 20% off for the first three months. I spoke with the Team Lead in our billing department and she was able to change up that discount for the inconvenience you have experienced. You received a 20% discount for the first month of the upgraded plan and the following twelve months will receive an 18% discount. I hope this is satisfactory and finds you doing well.
Best,
*********
Initial Complaint
Date:06/26/2024
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.
On June 11, 2024, I paid $45.00 for use of this business for my business advertisement. I was told that I would receive a phone call within three days. A week Passed with no word from constant contact. I called them and requested a refund and cancellation. The lady that I spoke with told me that she canceled my subscription and a refund request was submitted. June 26, 2024, I received an email stating that after reviewing my account they would not be issuing me a refund and I will be billed on a monthly basis. Note that I paid for services and to this date have not received any. And they are going to continue billing me. I need to file a formal complaint.Customer Answer
Date: 07/07/2024
I have not heard from the business in response to my complaint.Business Response
Date: 07/29/2024
Hello ******,
Our billing team did receive the chargeback for **** charges and there **** not been any further charges. Your account has been canceled. Please reach out to our billing team directly at ************ if you have any further questions.
Best,
*********
Customer Answer
Date: 08/13/2024
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 have not heard from the vendor nor have they refunded me.
Business Response
Date: 12/06/2024
Hello ******,
Thank you for filing your complaint with the BBB and requesting help from our team. I apologize for our delayed response to this BBB complaint, although I am pleased to confirm that we were able to resolve this matter with your account back in July. Your account was successfully cancelled on 7/1/24. Your refund request was denied only because your credit card company or bank issued a chargeback to your account, effectively refunding you for the amount you paid while your account was open.
With your account cancelled and your funds returned to your bank/credit card account, we feel this matter is resolved.
All the best,The Constant Contact team.
Initial Complaint
Date:06/24/2024
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.
-Some time between January 14 and February 14, we added enough contacts to be moved from the ***** contact tier to the 501-1500 tier, which incurred a 126% increase in our pricing ($19.55 to $44.20). Though we, the very same day, moved our contacts below 500 again, we were moved permanently into the higher tier, and have been paying for the 501-1500 tier ever since, even though we've been below 500 contacts for every month thereafter.-Previously, Constant Contact would charge for whatever tier your highest contact amount registered at for that month. So, we should have moved back to the lower tier after one month of higher tier pricing.-However, they changed their policy without communicating it to their users, leaving us unknowingly paying for the higher tier for every month after we went over 500 contacts, regardless of our contact level thereafter.-One reason we didn't know it was happening for six months thereafter is because Constant Contact incentivizes 15% discounts by prepaying a balance. Charges each month come out of the balance, meaning I do not receive a monthly invoice. I believe they set it up this way so that you are less likely to notice for months on end that you are paying in a more expensive tier. This is a sloppy business practice at best, fraudulent price gouging at worst.Business Response
Date: 06/27/2024
Hello *****,
I have spoken with our billing team and they agreed to place a credit on your account for the difference in cost between the two pricing tiers as a one time courtesy. They placed a credit on your account for $123.25 today. If you were to go above the 500 contact threshold again, they will keep your account at that tier level and will not be able to provide a refund. I hope you find this resolution satisfactory and apologize for the inconvenience. We are dedicated to the success of small businesses and non-profits that depend on our tools.
Best,
*********
Customer Answer
Date: 06/27/2024
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 am unsatisfied with this response because it does not solve the root cause of this fraudulent business practice. 1) Customers should have pricing transparency - both when they are about incur a 126% pricing increase by moving tiers, AND when the company changes its policy about how it is going to charges for tiers that is a change from its previous business practice. 2) *********** should revert to its previous business practice to charge for what the user is ACTUALLY using (ie. charge for the tier they are in, not the tier they have been in at any point previously). Your tier system is useless and fraudulent if you're not actually using it as advertised.
I do appreciate Constant Contact refunding the amount of overage from the last several months, but I would like to see the unscrupulous business practice that was at the heart of this be fixed so that my organization and others like mine are not fleeced for more money than the services we are using.
Regards,
*****
Initial Complaint
Date:06/24/2024
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 signed up with this company with what I thought was a free trial. It wasn't and I was charged $35 for a month's use. When I called I was told that I could cancel the account within 30 days and get a refund for the $35.I called, cancelled and requested a refund. I was then told that I had to try it once in order to get a refund This is a newsletter. It meant that I would have to take the time to make up a newsletter and then send it to my customer list. The reason I wanted to cancel was that I found it difficult to work with to make up a newsletter.I didn't like the fact that 1. My free trial wasn't free and 2. they changed the criteria for a refundCustomer Answer
Date: 07/05/2024
My original contact with the company told me that they would not refund my payment. That is why I contacted the BBB.Business Response
Date: 07/29/2024
Hello *****,
After speaking with our billing team, they did agree to provide you with a $35.00 refund. The refund was processed on July 26 and you should have received an email with the information. It will take 5 - 7 days before you will see the refund on your statement. I apologize for the inconvenience and hope this finds you doing well.
Best,
*********
Customer Answer
Date: 07/29/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:06/17/2024
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.
Set up an account prices went too high. Called to cancel. Spoke to ***********************. He set us up with another account that would be around $35. Sent a couple emails and the costs keep being billed. I was told it was only for under 500 emails when ***** saw what we had prior and said it would still be that $35 price. I have been billed $111, $55 and $85 so far and I have sent 3 emails and 5 phone calls to *****. Also told to send the info by a lady to billing @constantcontact and that went no where. I can provide all emails. I want an immediate refund plus to have the price I was promised.Business Response
Date: 06/27/2024
Hello ***,
I am sorry for the confusion with your accounts. Right now we have 2 accounts for you. The price you were quoted was indeed for 500 emails in your account. That is the number of email addresses you can have and mail to monthly for around $35. On one account, your email level went to 1191 and then to 1232 which caused the monthly price to increase. You have sent out 10 campaigns since opening that account so I will not be able to provide a refund. The other account also has over 500 emails in it, with 1191 which makes the cost above $35. Both accounts are still open. If you want to have an account or both canceled, please contact our billing team at ************.
Best,
*********
Initial Complaint
Date:05/30/2024
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 am writing to file a formal complaint against Constant Contact regarding their aggressive billing practices and billing irregularities. Despite multiple attempts to resolve the issue directly with the company, I have been unable to reach a satisfactory resolution and now seek the assistance of the Better Business Bureau.In 2022, I requested to pause my Constant Contact service. A customer service agent informed me that canceling my account would result in the loss of my ***** stored emails. As an alternative, the agent suggested I pay $20.27 per month to maintain the account in a paused state, which I agreed to.On April 27, 2023, without any prior notice or explanation, my monthly billing rate soared from $20.27 to $85.86. Despite my account being inactive, with no emails sent during this period, the billing increase persisted.I contacted Constant Contact multiple times to address this billing anomaly. Each time, I was assured that the billing would revert to the agreed-upon rate of $20.27. However, my credit card continued to be charged $85.86 per month.On April 27, 2024, Constant Contact deleted my account and all stored emails, offering to refund one month's charge of $85.86.Constant Contact engaged in aggressive and irregular billing practices by increasing my monthly charge without notice and continuing to overcharge me despite my inactive account. The offered refund of $85.86 is grossly insufficient, given the year-long period of non-use and overcharges.I am requesting a refund for the one year of overcharges during which I did not use the service. This amounts to $85.86 per month for 12 months, totaling $1,030.32.I believe this request is fair and justified, given the circumstances and the financial impact of Constant Contact's billing practices on me.Thank you for your attention to this matter. I look forward to a prompt and equitable resolution.Customer Answer
Date: 06/10/2024
I have not heard from the business in response to my complaint.Business Response
Date: 06/17/2024
Hello ****,
On April 17, ******************************************************** the amount of $74.20. During the conversation, our billing agent noticed that you had not used the account and gave you a one-time credit of $286.16 for non-use. In addition, she provided the next 6 months of service free to you. All of that was explained in the email that she sent, which is attached. We did have a price increase so the cost when the 6 months of free service was over the monthly charge went from $74.20 to $85.86 which started in November of 2023. All calls coming into our offices are recorded and we have not heard from you until this April 2024. The non-use credit is a one time courtesy but we did still provide you with another credit of $85.86 for ******* payment and canceled the account per your request. That leaves us with 5 months of $85.86 in payments that we will not be able to provide another refund. I apologize, I know this is not the answer you are hoping for but we can not do any further refunds to your account.,
Best,
*********
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