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

  122 Hudson Street New York, NY 10013

• 

  Constant Contact, Inc.

  3675 Precision Dr Loveland, CO 80538-6310

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:02/15/2024

  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.

  Constant Contact was being paid to preserve our data and lost mostly all the data, including the hyperlinks and content, after an upgrade of some kind that we did not receive any notification about as the email address used was no longer valid. The only reason that payments were being made was to preserve the hyperlinks (to keep the live) and obviously preserve the content. These payments were going on for years until the data was ultimately lost by Constant Contact and not properly stored and/or moved to new links, etc. From about 11/26/13 Constant Contact did bill the card on file for the services, and the promise that the links and content would remain was breached. Now, all the data has been apparently lost. I opened the ticket ******** but no one ever contacted me, and there is no valid email address to reach the company which is pretty ironic since they are in the email delivery business. I need to know the total billing made from 11/26/13 to present as they were not able to provide it by phone nor did the supervisor ever call about the open ticket as promised. Previous attempts to contact the company have been extremely difficult with long hold times, etc. Also, they refuse to stop billing the card on file, citing that a card has to be present. A full refund from all fees billed from 11/26/13 by Constant Contact must be issued or a reinstatement of all data. The list of data is not okay.

  

  Business Response

  Date: 02/26/2024

  Hello *******,

  Your account has been taken over by our legal team.  They will be handling this complaint, determine what steps will be taken and be back in touch.  At this point, it is not something I can address.

   

  Best,

  *********

• Initial Complaint

  Date:02/09/2024

  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.

  No matter how often I remove my email from constant contact spam lists, I continue to receive spam from the company. I contacted ******************************* I have 3 inbound email addresses and 1 outbound address. The response from constant contact was "It is not possible for us to add the email address ************* and ************* to permanent Do not mail list "How is it not possible to remove my email address from their spam list? Constant contact outright refuses to stop sending me spam. How is this ******** marketing when I never signed up for spam and there is not way to "Opt Out". In reality this is "Your Opt Does Not Matter to Us" marketing.This needs to be fixed!

  

  Business Response

  Date: 02/20/2024

  Hello ********,

  The email address attached to this complaint is on our Global Do Not Mail listing.  I am sorry you were told that was not possible to add you to that listing that keeps your email from never receiving anything from any of our customers.  If you would like to provide the other address' you want added to that list, please provide those and I will be happy to have them added.

  Best,

  *********

• Initial Complaint

  Date:02/06/2024

  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 tried to cancel my online Constant Contact account on Sunday (2/4/2024), the day before my next auto pay (2/5/2024), but the only option was to call the business to cancel my account and they were closed. I called the next day first thing in the morning and after being on hold for almost an hour I was told that my auto pay went through and there was a no refund policy at Constant Contact. I asked to speak to a manager and they said someone would call me in 24 to 48 hours. It has been over 48 hours and no one has called me back about this issue. I should be able to cancel an online account at any time but was unable to do so on 2/4/2024 through no fault of my own. At the very least I should be able to *********** pay refunded which they are refusing to do. This is terrible

  

  Business Response

  Date: 02/20/2024

  Hello *****,

  I spoke with our ****************** team and the payment you made for February is being refunded to your credit card.  You should see that hit your account within 5 - 7 business days and you will receive a confirmation of the refund at the email address we have on file within 24 hours.

  Best,

  *********

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to get anyone on the phone to cancel my account. I have been a customer since 2017. They require you calll them to cancel the account. I have sat on hold twice for 45 minutes and today for 2 hours. I want this account cancelled before my next billing on 2/6/24. This is very much a way to keep customers from being able to leave. All I want is my account to be cancelled before my next billing cycle! They are a a social media company and they do not provide a way to cancel online. This is a terrible way to do business.

  Customer Answer

  Date: 02/11/2024

  I have not heard from the business in response to my complaint. I have requested they send me an email confirming cancellation of this account. I have not received it. They performed services this last week so it appears they have not cancelled it as requested. 

  

  Business Response

  Date: 02/20/2024

  Hello *******,

  Your account was canceled and there were no further charges incurred.

  Best,

  *********

  Customer Answer

  Date: 02/22/2024

  [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:01/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28, 2023, our previous company development assistant contacted the **************** center to cancel Independent Livings Constant Contact account (ILIDevelopmentDepartment). At that time, she was told the account was non-refundable and she would have to call back to cancel the December renewal. I advised her, as her manager, not to cancel the remainder of the billing cycle so we did not forfeit funds. As a non-profit, every dollar counts. She asked if she could cancel for the end of the cycle, to which she was told they could not cancel it that far out and she would need to call back.Note: *** development assistant ended employment with our organization ******************** ***** prior to December. Billing was sent to an alternate contact who left Independent Living years ago. *** security question was for that individual, and we could not gain access to the online account.After a subsequent charge in December 2023, I reached out to the billing department and spoke to *****. ***** indicated we would have had to have called in December to cancel the December renewal. In section **** Termination of the Terms and Conditions, To terminate your account or subscription for any of the Services, you must request termination at least thirty-one (31) days prior to the end of the current Term by calling ****************. Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees. We may terminate this Agreement at any time without cause. ***refore, when calling on June 28, 2023, it was at least thirty-one (31) days prior to the end of the current Term the current billing Term ending being December 2023. She should have been able to cancel the account for any date in December, not forfeiting the 6 months and not committing to another 12 months. If there were days left in the cycle due to changes in the account, the account would still have an end-date.

• Initial Complaint

  Date:01/29/2024

  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 share my experience with Constant Contact, and to express my dissatisfaction with their billing practices and customer service. In July, we uploaded a list of prospects to be contacted, but were informed by the company that we could not use this list as it was purchased, and they only support organic leads. We immediately complied with their request and used our own organic leads going forward.Despite not using the previously uploaded list, Constant Contact began charging us $180 per month from July to December. We reached out to the company on 12 separate occasions to notify them of their billing error and request an immediate refund as the list was not used and we followed the guidance of their representative not to use it. We were told on January 25th that a refund would be issued for the full amount.We are still waiting for our refund, and now Constant Contact is stating that only half will be refunded while the other half will be credited. This is unacceptable, as we feel that we are being scammed out of our money for a service that we did not use and was not recommended for us.We have been unable to speak with a supervisor or anyone in management or billing, which is frustrating. Despite our attempts to resolve the issue, the company has been unwilling to work with us to fully resolve the problem.We urge the BBB to investigate this matter and ensure that consumers are not subjected to such unethical practices. Thank you for your attention to this matter.

  Customer Answer

  Date: 02/09/2024

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

  

  Business Response

  Date: 02/20/2024

  Hello *******,
  
  Since all calls into our office are recorded, we have pulled all the calls regarding this account and gone through all of the account notes.  Never on any call, including the call on Saturday, January 25th, was it stated you would be receiving a full refund.  The purchased list of  ******+ contacts remained in our data base for six months.  It is in our Terms and Conditions that we do not provide refunds, however, our billing management team made an exception and provided a refund in the amount of $360.00 and a credit to your account of $360.00.  The credit to the account will be used to pay for you account monthly until that amount is exhausted..  That was the decision made by our billing management team.

  Best,

  *********.

  Customer Answer

  Date: 02/22/2024

  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. 

  *********- there were many calls associated with this dispute. Clear back in July this should have been removed from my account. It is disappointing that you have only reviewed one call when there has been multiple correspondence with your team. Please review all calls, since I was assured a refund would be issued. I would appreciate a copy of the call where it was discussed that only half would be refunded- because this never happened. Additionally, I hope you listen to the calls to hear that multiple times I asked to speak with a manager and my request was denied. I don't plan on continuing my partnership with CC because of these issues. Even if I did, that credit would be enough to last three years. I would appreciate a refund, because I never agreed to pay this amount, in fact, in July we agreed that this list could not be used. As I have asked multiple times, what would be the benefit of me paying for you to keep a list of contacts that you wouldn't allow me to use? It simply does not make sense. Please issue a refund as services were not rendered, this list was not used, and a partial refund was never agreed upon, even asking to speak with management multiple times.
  
  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,

  Heather

   

   

  

  Business Response

  Date: 03/22/2024

  Hi *******,

  I can understand your frustration and apologize that this has taken so long.  I did pull the calls and I did hear an agent say that "a refund was in process".  He was not clear that it was a partial refund and a partial credit.  I have spoke to the the management team in billing and they feel that was a fair resolution since the ****** contacts remained in our data base for months.  I have let them know you are extremely displeased with the resolution and have opened a high priority case for a member of the billing management team to contact you to discuss further.  I am unable to overturn their decisions but hopefully when you hear back from them, you can come to a resolution that works for all parties.

  Best,

  *********

  Customer Answer

  Date: 03/25/2024

  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 additionally feel this is not the correct course of action as those contacts were never used in accordance to Constant contacts direction. Had I known I was going to be charged they would have been deleted immediately. I feel as though they should not charge people for a service they directly tell the customers they cannot provide. What was the benefit for our company? We paid for a service we were not even allowed to use. 

  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,

  Heather

   

   

• Initial Complaint

  Date:01/17/2024

  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.

  Jan 7 invoice $305 plan was $61 per month No notice or warning of volume charge. Bait and switch Email scam !!!

  Customer Answer

  Date: 01/28/2024

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

  

  Business Response

  Date: 01/29/2024

  Hello *****,

  I apologize that the last invoice took you by surprise.  All of our accounts have a sending limits and the sending limit for your account can be seen under the Billing tab within your account.  Your account had a limit of sending ******* emails out per month, this last billing cycle, ******* emails were sent out, an overage of ******* emails.  The resulting overage fees is why the invoice for the last billing cycle was so high. Your account has been canceled effective February 7, 2024.

  Best,

  *********

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "I have tried on three separate occasions to contact the business in order to cancel my account as I am closing/selling my business. Each time I remain on hold for an exorbitant amount of time without anyone ever answering. There is no other way to contact the organization. I just want to cancel account and have autopay stopped."

  

  Business Response

  Date: 01/29/2024

  Hello ******************,

  I apologize for the long hold times to get through to our Billing team.  I have canceled your account and you will not be billed any further.

  Best,

  *********

  Customer Answer

  Date: 01/30/2024

  [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:01/11/2024

  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.

  I am writing to formally file a claim against Constant Contact, Inc. and their refusal to refund my purchase of their *** services after they were unable to verify my account. On November 8th, 2023, I, as an independent insurance broker, subscribed to Constant Contact's Email and *** services for the upcoming insurance open enrollment season. We made a payment of $162 for the services through their website (***********************************), with Invoice number **********. Regrettably, our experience with Constant Contact has been unsatisfactory, specifically regarding the *** service. Despite multiple attempts to verify our *** account in accordance with Constant Contact's policy, we encountered persistent issues, preventing us from utilizing the paid service. Our attempts to resolve this matter through the ************************* Support team were made on three separate occasions. We initially reached out on November 10th, 2023, at 3:33 pm, after receiving an error message during *** verification. Despite the team's efforts, the issue persisted, leading us to contact them again on November 13th, 2023, at 10:19 am.During the second interaction, we spoke with *************************, a Customer Support Specialist, who was unable to identify the root cause of the verification failure. In an attempt to expedite the resolution, we suggested providing our Business Tax ID letter, which was promptly forwarded. Unfortunately, this step did not yield any positive results.Frustratingly, our third attempt on November 13th, 2023, at 11:10 am, to resolve the *** verification issue was also unsuccessful. Following these repeated failures, we made the decision to cancel both the Email and *** ********* services and switch to another provider. Constant Contact, however, chose to refund only $12 that was for the email service out of the $162, refusing to refund $150 which was allocated for the *** ********* service. They said to call our Bank as they cannot give us a refund.

  

  Business Response

  Date: 01/12/2024

  Hello ****,

  I have spoken with our Billing Manager regarding this situation.  He agrees that this should have been refunded and is submitting for a $150 refund today.  It will take 7 - 10 business days to see that refund reflected on your card.  I apologize for this experience, it is not the experience we want for any of our customers.

  Best,

  *********

  Customer Answer

  Date: 01/12/2024

  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 and will file a new complaint if I do not receive my $150 refund in 14 days.. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/31/2023

  Type:Order 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 spammed illegally without my consent, this company is selling my information to other companies who continue to contact me. After unsubscribing Constant Contact sells my information to another company I unsubscribe then they sell my information to another company. This has been going on for 5 years. I never signed up with constant Contact or any type of business. I would like for them to prove that I signed up for their spam or provide me where they received my information.

  

  Business Response

  Date: 01/12/2024

  Hello ****,

  I apologize for your experience.  I can guarantee you that we have never sold an email address.  I can not guess as to what the company that was sending you email campaigns did after you unsubscribed from them. We do not allow purchased contact lists/email lists and would NEVER sell an email address.  I have globally unsubscribed you from receiving any Constant Contact emails moving forward - from any customer of ours - so you do not have to individually unsubscribe from individual accounts.  I hope that assist with keeping unwanted emails from your inbox.  If being globally unsubscribed is not your desire, please let us know and that can be reversed.

  Best,

  *********