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:05/16/2024
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.
Over the years working with Constant Contact I have created hundreds of emails, newsletters, events, landing pages, and other marketing tools. One of those tools was a 144 consecutive week, automated marketing tip for our clients. As you can imagine, that took an enormous amount of time to create, and the ensuing maintenance over the years. It is our email-capture tool to attract new clients and keep them engaged.One day last week it simply wasn't there anymore. It disappeared. So I called Constant Contact to ask what I could be doing wrong. They explained that their software was old and had to be updated, so that meant my 144-week marketing tool simply vanished. No warning, no apology, no want to help me fix it. Just "It was old software, so it doesn't exist anymore. You'll have to recreate it. And, oh, by the way, you can't have 144 anymore. If you recreate it, you can only have 66." I asked if there was someone that could help me recreated it, to which the rep said, "Well, that's not going to happen." *********** was stunningly awful, the rep was immature and rude, to say nothing of unhelpful. When I asked his name he said he couldn't give it to me. What I'm asking for is help recreating what they destroyed. It would cost me hours and hours of time to do it myself, or hours and hours of money to have someone else recreate what they randomly destroyed.
Business Response
Date: 05/22/2024
Hello *****,
This is actually *********, the person that reached out to you regarding this situation. As I stated, I have the second level of our technical team digging into these issues to see what can be done to help with this situation. I checked with them again this morning and your case is a priority and they are still working it. As soon as they have some information for us, either myself or the engineer will reach out to you with what we can be done. I am terribly sorry this occurred and can completely understand your frustration. We are working diligently on the problem and will be in touch with you soon.
Thanks, *********
Initial Complaint
Date:05/14/2024
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 trying to cancel my subscription for more than 2 years. They will not accept anything other than a phone call, and I cannot reach anyone on the number provided. I have tried deleting my credit card, changing the number, but they still keep billing. Mostly, I want this cancelled. Any money returned is a bonus. Terrible, terrible company.Business Response
Date: 05/14/2024
Hello *****,
We have no record of any phone calls or emails coming into Constant Contact to cancel this account. I submitted a cancelation today and it will be completely shut down on June 9, 2024. If you need to export your contacts or make any copies of previous emails that you have sent, you will have the ability to do that up until June 9. Thank you for being a Constant Contact customer.
Sincerely,
*********
Initial Complaint
Date:05/07/2024
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 was charged $10 for a sevice that I did not authorize and Constant Contact will not refund me the money. I was on a month trial for email marketing. I cancelled the trail before month end because I wasn't happy with their representative who I felt provided me false information. He said that I would not be charged, but in fact I was charged for the trial mongth. When I cancelled, Constant Contact refunded me $35, to which I replied that I was originally charged $45. Constant Contact replied that I was chared $10 for SMS marketing and that was non-refundable. I never consented to SMS marketing, as I only consented to ***** marketing. In fact, when I spoke to the sales representative I specifically said that I wasn't interested in SMS marketing. It was another falsity told to me by the sales representative. I want to be refunded the $10 for a trail service that I did not consent or authorize.Business Response
Date: 05/14/2024
Hello ****,
I apologize for the confusion regarding your account and your refund. I sent a request to our ****************** team today to also provide you with the additional $10 refund. You should see that hit your credit card within 5 - 7 business days. Thank you for using Constant Contact.
Sincerely,
*********
Customer Answer
Date: 05/24/2024
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:03/28/2024
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.
Subscription based service charged me for a full month of service on the last day of their billing cycle. Falsely told me I would have a 30 day money back guarantee, refused refund on day 30.Business Response
Date: 04/05/2024
Hello,
All monies paid to Constant Contact were refunded.
Best,
*********
Customer Answer
Date: 04/05/2024
[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:03/05/2024
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 for their service by mistake and I called back to cancelled they wanted to charge me because it is a non-refundable transaction this is a scam they are supposed to have a back guaranteeBusiness Response
Date: 03/12/2024
Hello ******,
I am confused by your complaint. Your account was canceled and refunded when you called in.
Best,
*********
Customer Answer
Date: 03/12/2024
[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:03/01/2024
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 WAS CONTACTED BY A CONSTANT REP, HE TOLDME TO TRY IT FOR A MONTH PROMISED ME THAT IF I DONT LIKE IT I WAS GOING TO GET MY MONEY BACK ASAP, I TRIED TO USE IT, I DID NOT LIKE IT AND REPLIED BACK TO THE ***** SENT BY THEM AND NO ANSWER, THEN I CALLED THEM AND THEY WANT PROOF THAT I WANTED TO CANCEL! FINALLY ONE **** AGREE TO REFUND ME BACK AND TOLD ME THAT IT WILL TAKE ABOUT 2 WEEKS TO GET MY MONEY, NOW I RECEIVE AN ***** STATING THAT I WONT GET MY MONEY BECAUSE I DID NOT CANCELED PROPERLY! WHAT A SHAME! THEY SET MY CARD TO AUTOMATICALY CHARGE EVERYBODY WITHOUT TELLING US! THEY EXPECT US TO READ ALL THE 20K LEGAL PAGES, BUT THEY DONT SUMMARIZE THEM OR ASK US IF THAT IS WHAT WE WANT! THAT IS NOT RIGHT!Business Response
Date: 03/04/2024
Hello *****,
The call into Constant Contact to cancel your service was made after the second month of billing had occurred - this account was opened in December. We have issued a refund for the charge of $45 for the second month of service and you should see it on your credit card statement within 5 - 7 business days from today.
Best,
*********
Initial Complaint
Date:02/26/2024
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.
I received charges on my credit card for supposed "services" from Constant Contact, who I do not have an account with and did not make purchase from. Since I do not have an account with them, I cannot "close" my account. I blocked my card and dealt with my bank, who alerted me to the suspicious activity but I want to alert the BBB that this company is apparently billing people for services without their permission.Business Response
Date: 03/04/2024
Hello ******,
It appears as though your credit card was comprised and someone has used your card within our business. You stated you have contacted your bank so the charges should be reversed. We don't randomly charge credit cards, someone had to place your number within their account. If you did not get the charges reversed through your bank, you can call our billing department at ************. They will require some information from you to locate the charge and provide a refund, assuming the charge did not get reversed.
Best,
*********
Initial Complaint
Date:02/20/2024
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.
**************************** opened an account with Constant Contact in September, 2022. We paid $672 for the year in one lump sum. In August, 2023, monthly billing appears on our account, at $93 per month. We did not ask for this change nor were we notified of it. Since August 12, we have been billed $93 on the 12th of the month, 7 payments in all, totaling $651. If we were to continue paying this amount for the whole year, our total payments would be $1116! (Our mailing list size has gone down, not up, since we began using Constant Contact, so there is no justification to be paying this much.) Due to a change in personnel, we did not notice that billing had changed from yearly to monthly until recently. I have contacted Constant Contact twice to resolve this. The first time, on February 14, I waited on the phone on hold until someone answered. I explained that we never intended to be billed monthly, that we wanted to pay yearly. She said that the current yearly rate is now $781.20. I said OK, then please credit the $651 we have already paid and we can pay the remaining $130.21 in a lump sum and be done until September next year. She said she needed to check with a manager, and I waited on hold again. She returned and said the manager said we could pay the $781.20 to get into the yearly payment category, but that they would just hold on to the $651 we had already paid and credit this toward the future. I said I don't understand this and asked if I could speak directly with the manager. The person said that she would have to have the manager call me on my next available work day, which was Friday. No call was received. I used the Chat function on Monday to express my disappointment in not receiving a call as promised. The person on the Chat asked when would I like a Manager to call, and I suggested today at 1:30. No call was received. Their billing policies are not at all transparent, and hounding them to dispute a bill is very frustrating and time-consuming.Business Response
Date: 03/12/2024
Hello ****,
I have spoken with the billing management team. They reached out to you on March 5th and did not get an answer. They will be calling again today in hopes of discussing this with you. I hope parties can come to a resolution.
Best,
*********
Initial Complaint
Date:02/19/2024
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.
Company blocked our access to our account due to their security breach in 2016. We callled and cancelled our service based upon their failure to provide a secure information environment. They continued to bill and collect over $4000 in fees over the next seven years. Refuse to refund us for services not rendered on an account they blocked. They made no attempt to rectify.Customer Answer
Date: 03/01/2024
I have not heard from the business in response to my complaint.Business Response
Date: 03/04/2024
Hello ****,
After speaking with all the parties involved with your account, I have been told we are standing firm with the 3 month refund we have already provided. I will not be able to overturn the decision made by the parties involved.
Best,
*********
Initial Complaint
Date:02/19/2024
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 February 2, 2024 I talked to a sales rep. ******* who talked me into a program for $168.00 for six months, this was to join Constant Contact programs. The next day I called them back to decline the offer because I was not going to use it. I was told by ***** to go online and cancel it or call the number she gave me to cancel it. I called three times and was told to hold for 30 minutes and each time I called I was told the same thing. Each time I called, I was on hold for 40 minutes and no one answered. I went online to cancel and I haven't heard from them to this day. And, my bank account shows that there is no refund available. I would like my refund. And, this is why I'm contacting you in order to receive my $168.00 I gave them.I feel that I was talked into this program and now I can't get anyone to refund my money.Business Response
Date: 03/04/2024
Hello *******,
I apologize for the experience you had trying to cancel your account and obtain a refund. The cancelation is in place and a refund of $168 has been submitted to our Finance department. You should see that on your account within 5 - 7 business days.
Best Regards,
*********
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