Complaints

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:07/07/2025

  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 am filing a formal complaint against Houzz Pro for what I believe are unfair, deceptive, and predatory business practices. The company claims I agreed to a 12-month, $4,800 contract for their service following a free trial. I have no recollection or knowledge of agreeing to such terms, and I never used, needed, or intended to use the service.When I contacted Houzz Pro to correct the misunderstanding, they refused to cancel the service or issue a refund. They insisted I was bound for 12 months and there was nothing they could possibly do. This level of inflexibility, combined with a lack of meaningful consent or clarity, is unacceptable and legally questionable.1. Houzz Pro never obtained clear, informed, affirmative consent for a 12-month financial commitment. There was no moment where I agreedeither in writing or through an active opt-into be charged $4,800 over the course of the year. Automatically rolling over a free trial into a multi-thousand-dollar obligation without such consent is a textbook violation of *** standards for negative option billing.2. While a free trial is a common and lawful marketing tool, luring users in under the premise of free access and then binding them to hidden long-term contracts is deeply deceptive. At no time did Houzz Pro:Provide a clear and conspicuous disclosure of contract duration or total cost Offer a pre-expiration notification before the trial converted Secure my express permission to enter into a paid commitment Make cancellation clear and accessible These omissions render the transaction procedurally and substantively unfair.3. Houzz Pros conduct potentially violates:Federal **************** Act, Section 5 (unfair and deceptive practices)Restore Online Shoppers Confidence Act (ROSCA), 15 U.S.C. 8403 (requirements for express informed consent and easy cancellation)

  Business Response

  Date: 07/15/2025

  To Whom It May Concern,
  
  We are sorry to hear about the frustration that the professional is facing. Per the terms of the contract, early termination is not available. All of our subscription terms are for 12 months. We display this on the trial page as well. The professionals account has been marked for non-renewal, and the last date of their current contract is 4/18/26. If they have any questions, they may reach out to their account manager. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:07/03/2025

  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 purchased a bathroom vanity that was pictured as a completely different color in on the website than what arrived. I contacted the merchant and they offered me a $100 refund that I accepted nearly three weeks ago, and theyve never issued the refund or responded to any of my follow up inquiries.

  Business Response

  Date: 07/11/2025

  To Whom It May Concern,
  We are sorry that the customer received an item that was not as expected. We have since processed the discount to the customer. If they have any questions, they may reply to our email or reach out through *******************************. 
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:07/02/2025

  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.

  I would like to express my concerns regarding my experience with Houzz *** services. When I initially signed up, *** ******* was very persuasive about the benefits that I would receive from the service, and I chose to pay for the entire year. However, I did not renew my subscription, and I did not receive any follow-up calls or communications from *** regarding renewal, despite being set up for automatic renewal. Since I closed the credit card I provided, Houzz was unable to process the auto-renewal. During the *** Services timeframe, I did not receive any communication from either *** or Houzz, which has left me feeling as though I did not gain any value from this service. I want to clarify that I did not dispute the charges; I simply chose not to renew my subscription. I recently received a notification that my account may be suspended due to non-payment, but I believe its important to note that Houzz offers a free account without the *** services. Given that I feel the *** services did not meet my expectations or provide any real benefit, I question the necessity of being charged for these *********** was mentioned that I was sent one email about renewal, while I understand they have an automatic renewal policy now, I believe that more proactive communication would have been beneficial. It seems there are gaps in communication when it comes to notifying clients about renewal options. If they knew the product was great, *** should have been on the phone with me with the same vigor he was for the initial sign up. I kindly request that my account be reverted to its original status and hope that this situation can be resolved amicably. Thank you for your attention to this matter.

  Business Response

  Date: 07/10/2025

  To Whom It May Concern,
  
  We have records indicating that a renewal notification was sent to the registered email address on 4/27/2025 with the subject "A Note About Your Houzziversary + Plan Changes". This communication was in line with our Terms and Conditions, which the professional agreed to upon signing up with Houzz and complies with all applicable laws and regulations. If the professional has any documentation showing that they requested to cancel 30 days prior to the renewal, please contact us directly, and we will be happy to send it to our leadership team for review. The signed agreement includes authorization for automatic renewal and does not allow for cancellations after it has been renewed. As such, the remaining balance on their account is due, and we will proceed with our standard collection processes if necessary. We truly value the professionals business and are here to help with any questions they may have moving forward.
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:06/30/2025

  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.

  We are a small business (**************************) disputing a balance Houzz claims we owe and has referred to collections (********, ***************** We have made multiple requests for documentation of the alleged contract renewal since December 2023. Houzz has failed to produce any such agreement, despite claiming one exists.We never authorized a renewal. We attempted cancellation through the platform and by email in 2023 and again in early 2024. Our account access was also restricted for months, making it impossible to cancel or manage billing. Houzz continued to charge us during this time without delivering services.We sent a formal dispute letter on June 20, 2025, citing multiple violations of the Washington Consumer Protection Act, ROSCA, and the E-SIGN Act, and requesting:Immediate cancellation of the balance Written confirmation of account closure Cease of any collections activity To date, we have received no response. This pattern mirrors dozens of similar complaints already on Houzzs BBB profile, where others report unauthorized renewals, obstructive cancellation processes, and withheld documentation. We are requesting the BBB assist in resolving this matter promptly.

  Business Response

  Date: 07/09/2025

  To Whom It May Concern,
  The professional signed up with our Houzz program and agreed to the service agreement terms. These terms and conditions were clearly stated at the time of signup. The professional can view details at *************************************************************************. As mentioned, we are unable to cancel their contract, however Houzz is committed to making sure the professional will experience long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business until the end of their term. If the professional has further concerns, we encourage them to reach out to their account manager, and they will be happy to assist. Otherwise, Houzz considers the matter fully resolved. 
  Sincerely, 
  The Houzz Team
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23539361
  
  I am rejecting this response because: Unfortunately, Houzzs reply fails to address the substance of our complaint and contains several inaccuracies and omissions.
  

  1. No Signed Renewal or Consent Provided: We have repeatedly requested documentation of any contract renewal or authorization to continue billing us beyond the original term. Houzz has not provided a copy of such a renewalbecause no such agreement was made. Under both ROSCA (15 U.S. Code 8403) and the E-SIGN Act, a company must obtain express informed consent before charging a customer on a recurring basis. Failure to produce this documentation is a serious compliance issue, not a customer service concern.
  

  2. Denial of Access & Obstructed Cancellation: Our team attempted to cancel in-platform and via email in 2023 and again in early 2024. However, access to our account was restricted for months, making it impossible to manage billing or confirm cancellation. Houzz's response sidesteps this issue entirely and offers no explanation or resolution.
  

  3. Refusal to Cease Collections Without Justification: Despite the disputed nature of the charges and ongoing communication, Houzz has referred the matter to collections and continues to pursue payment. This constitutes a violation of the Washington Consumer Protection Act, especially given the pattern of similar complaints lodged with the BBB.
  

  4. Pattern of Misconduct Documented Publicly: As noted in our original complaint, our experience is not isolated. There are numerous similar cases on Houzzs BBB profile that describe unauthorized renewals, inaccessible accounts, and failure to provide documentation. This reinforces our belief that this is part of a larger pattern of predatory business practices.
  

  We are not requesting long-term customer satisfaction. We are demanding the following, without further delay:
  - Immediate written confirmation that our account is closed
  - Immediate cancellation of the disputed balance
  - Immediate cessation of all collections activity
  - A formal response acknowledging our June 20, 2025 dispute letter and addressing the legal concerns outlined therein
  

   

  We respectfully request that the BBB continue to facilitate resolution. If this matter is not resolved promptly, we are prepared to escalate to the *****************************************, the ***, and, if necessary, pursue legal remedies for unauthorized billing and collections.
  
  Sincerely,
  
  ******* ******

  On Behalf of NW Natural Lighting

  Business Response

  Date: 07/30/2025

  To Whom It May Concern, 

  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and have thoroughly reviewed your case, including your June 20, 2025 dispute letter.
  

  After careful consideration, we are prepared to take the following actions to resolve this matter:
  

  -We confirm that your account was closed as of 3/9/25 due to refusal to pay having disputed the payments.
  
  -Though you were notified of the automatic renewal, and the new term was valid under the terms of your agreement, we have agreed that the disputed balance has been cancelled in full, and no further amounts will be pursued.
  
  -We will instruct our internal teams and any external collection partners to immediately cease all collection activity related to this matter.
  
  -This message serves as our formal acknowledgment of your June 20, 2025 dispute letter, and we respect the legal concerns you raised. By closing your account and cancelling the balance, we consider this issue resolved in full.
  
  We hope this outcome brings closure to your concerns. If you have any additional questions or require further documentation, please dont hesitate to contact us directly.
  
  Sincerely,
  The Houzz Team 
  
  
  

  
  

  Customer Answer

  Date: 07/30/2025

   
  c/o Better Business Bureau;
  To Whom It May Concern,

  
  Thank you for forwarding Houzzs most recent response. While we acknowledge and accept Houzzs confirmation that our account is now closed and the disputed balance has been cancelled in full, we must respectfully correct several misleading statements made in their reply.
  

  1. No Authorized Renewal Took Place: Houzz continues to claim that the new term was valid under the terms of your agreement and that we were notified of the automatic renewal. However, no documentation of such a renewal has ever been produced, despite repeated requests dating back to December 2023. Under ROSCA and the E-SIGN Act, renewal of a paid service must be based on clear, affirmative consent. We did not provide such consentexplicit or impliedand Houzz has failed to demonstrate otherwise. Further, attempts by our staff to collect this information were ignored, and HOUZZ internal teams failed to attend scheduled meetings to discuss the matter, and ceased to respond to all attempts our company made to contact and resolve this matter, effectively 'ghosting' us. 
  

  2. We Attempted to Cancel Long Before 03/09/25: Houzzs claim that our account was closed on 03/09/25 due to a refusal to pay is misleading and omits important context. We attempted to cancel this service repeatedly in 2023 and early 2024, but our account access was restrictedmaking it impossible to cancel or manage billing on the platform. We also submitted email requests to cancel, none of which were acknowledged or actioned. Suggesting that our cancellation was not valid until March 2025 inaccurately places blame on our company, despite our diligent efforts to terminate the relationship well before then.
  

  3. We Accept the Resolution but Reject the Revisionism: While we are relieved that Houzz is no longer pursuing collection activity, we reject their assertion that this cancellation resulted from a valid contract term. The truth is that this resolution came only after sustained effort on our part, including the filing of a BBB complaint and a legal dispute letter sent June 20, 2025. We are aware that our experience is not unique, and dozens of businesses have reported similar issues with Houzzs billing and cancellation practices.
  

  We consider this matter resolved only on the condition that:
  -Our account remains permanently closed;
  -The balance is fully cancelled with no further collection activity;
  -Our credit or business reputation is not impacted by any future reference to this dispute;
  -Houzz ceases all attempts to retroactively validate a renewal that never occurred.
  

  Thank you to the BBB for facilitating this dialogue and supporting our effort to reach a conclusion grounded in fairness and facts.
  

   

  Sincerely,
  

  ******* ******

  On behalf of *******************

• Initial Complaint

  Date:06/30/2025

  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.

  In October 2024, I enrolled in a free trial of Houzz Pro. After the trial, I upgraded my plan for more features. At no point during the onboarding process or recorded sales call was I clearly informed that I was committing to a 12-month contract. I believed the service could be canceled at any time, as no one explained otherwise verbally.I later signed a digital agreement that did include the 12-month term, but only after trusting the salespersons verbal guidance. That term was not highlighted in conversation, and I would not have agreed had it been made clear. I believe the sales call recording would confirm this lack of full disclosure.Ive made payments most months since October, missing only two. I stopped paying once I realized I was locked into a long-term contract I was misled into. Now, Houzz is attempting to collect the full remaining balance of the contract, totaling approximately $1,500, and has sent me a final notice threatening to send the account to collections and potentially harm my credit.I reached out to Houzz multiple times to resolve the issue, but my concerns were ignored. I was not offered any flexibility, refund, or cancellation option only automated responses and demands for payment. I feel I was misled into signing an agreement under false pretenses.I am requesting that Houzz release me from the remaining balance, cancel the contract, and not report this to collections.

  Business Response

  Date: 07/08/2025

  To Whom It May Concern,
  The professional signed up with a 30-day free trial, in which to review our Houzz program and service agreement terms. The terms and conditions were clearly stated at the time of signup. The professional had the opportunity to cancel the subscription within that 30-day window of time, but because it remained active, they are now in a 12-month agreement with Houzz as stated in the terms and conditions. The professional can view details at *************************************************************************. As mentioned, we are unable to cancel their contract, however Houzz is committed to making sure the professional will experience long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business until the end of their term on 11/29/25. If the professional has further concerns, we encourage them to reach out to their account manager, and they will be happy to assist. Otherwise, Houzz considers the matter fully resolved. 
  Sincerely, 
  The Houzz Team
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 2354026
  

  I appreciate the response, but I do not consider this matter resolved. I was not clearly informed during the signup process that continuing after the free trial would lock me into a 12-month commitment. The sales representative I spoke with gave the impression that it was a month-to-month service and made no mention of a long-term agreement on the call.
  
  
  After reviewing the documents more closely, I do see a mention of a 12-month commitment in the contract I signed electronically. However, this was not properly explained during the onboarding process. The only reason I continued past the trial was due to a misunderstanding created by a lack of transparency from the sales team.
  
  
  I have already paid most of the balance, missing only two months, and Ive attempted to resolve this directly without escalation. I am again requesting that Houzz release me from the remaining balance and cancel the contract without further penalties. If Houzz believes the agreement was fairly disclosed, I ask that the sales call be reviewed, as I was told there is a recording of the conversation. That will verify my claims about the verbal misrepresentation.
  
  
  If Houzz is confident in how this was handled, they should be willing to share the call recording with me and the BBB. Until then, I do not consider this resolved.
  

  Business Response

  Date: 07/14/2025

  To Whom It May Concern,
  As mentioned, we are unable to cancel their contract, however Houzz is committed to making sure the professional will experience long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business until the end of their term on 11/29/25. If the professional has further concerns, we encourage them to reach out to their account manager, and they will be happy to assist. Otherwise, Houzz considers the matter fully resolved. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  Date:06/23/2025

  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 furniture was ordered and delivered with a white glove shipping charge. I have emailed Houzz repeatedly, called, and left messages for supervisors. The furniture did not work out and I requested a return. Houzz is charging a return shipping fee. It took them three weeks to finally schedule the pick up, the floors were damaged inside my house and there has still not been a refund given for the furniture itself. This furniture was picked up almost 2 weeks ago now. I cannot get any response from Houzz. I have not gotten my refund. Houzz just holds the money

  Business Response

  Date: 07/02/2025

  To Whom It May Concern,
  We are sorry for any inconvenience that the customer may have experienced with this order. We have since been able to connect with the customer to process their return. Please note that Houzz has waived the return fee associated with this return. Should the customer have any questions, they may reach out to us through *******************************. 
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:06/18/2025

  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.

  My husband purchased lights from this company, but the package never arrived. We decided to buy the same lights from another company because they didnt answer our calls. After a month, the lights arrived, but we returned them because we didnt need them. We paid to ship the package, but they refused to refund us because they claimed they never received it, which it doesn't make any sense because we put that packet by ***, Im angry because theyre working on business while still refusing to help customers. I also noticed that the managers responses to customer complaints are automated. So, theyre not solving anything. (all they are saying is "we sorry, we sorry"

  Business Response

  Date: 06/25/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. Unfortunately, as the return tracking information was not provided, we cannot confirm that the item has been returned and cannot process the refund. As the customer used their own return label, ********************** has no record of the return. Should the customer find the return tracking receipt, they may reach out to us through *******************************. More information can be found at ******************************************************************.
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23474535
  
  I am rejecting this response because:
  

   

  They have terrible comments on their website that they tricked people all the time, there's no way that they said that, we have our case number they are refusing to send our money back
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/30/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. Unfortunately, as the return tracking information was not provided, we cannot confirm that the item has been returned and cannot process the refund. As the customer used their own return label, ********************** has no record of the return. Should the customer find the return tracking receipt, they may reach out to us through *******************************. More information can be found at ******************************************************************.
  
  Sincerely,
  The Houzz Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23474535
  
  This company is a scam
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/10/2025

  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.

  Signed 12 month contract on November 13, 2024. 7 months into the subscription we have received 0 legitimate leads. Only 11 leads total, and they were all spam. We pay $599.54/month with legitimately no return on investment. The company refuses to allow me to speak to any managers who can modify the contract. This experience is not unique, but it seems standard playbook for Houzz Pro to entrap customers in non-legitimate marketing. They advertise the service as a lead generation tool and marketing, however classify themselves as a tech company to avoid having to fulfill their sales promises. My small company is being held hostage paying for a service that is not being fulfilled. I have spoken on the phone with my account manager, ****** *****, and my sales associate, ******** ***. I have spent over an hour on the phone trying to resolve the failure on Houzz's side. Both have verbally admitted that they understand why i am dissatisfied but they are unable to adjust the contract. Beyond that, they also record all calls and continuously reference that in an attempt to intimidate me from pursuing further actions. Via email, they are equally unwilling to escalate my complaints. The only way to rectify this is to release my firm from the contract. Request transcripts from Houzz to verify false advertising.

  Business Response

  Date: 06/16/2025

  To Whom It May Concern,
  Thank you for your feedback, and we apologize for any trouble you have experienced. Someone from our team has since been in touch with you directly to help come to a mutual resolution. If you have any questions, please feel free to reach back out to our team.
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:05/27/2025

  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.

  The merchant listed an item online and priced it incorrectly. When I questioned them, they tricked me - told me to wait to order it and they would honor the price but had to make a correction to their system - they raised the price and then sent me a message saying they would not honor the previous price now that the system was corrected

  Business Response

  Date: 05/27/2025

  To Whom It May Concern,
  
  We are sorry that we were unable to honor your request. Unfortunately, this was confirmed to be a listing error. Please note that errors to prices will be corrected when discovered. We reserve the right to correct any error, inaccuracy, or omission, and to retract any offer. Prices are subject to change at any time, based on Houzzs discretion. You can find more details at *************************************************************************************** and at **********************************************************************;
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23372549
  
  I am rejecting this response because:

  I was baited into waiting to place the order and the company changed the price - so that they wouldnt have to honor the error. Just deceptive and unprofessional. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  
  We are sorry that we were unable to honor your request. Unfortunately, this was confirmed to be a listing error. Please note that errors to prices will be corrected when discovered. We reserve the right to correct any error, inaccuracy, or omission, and to retract any offer. Prices are subject to change at any time, based on Houzzs discretion. You can find more details at *************************************************************************************** and at **********************************************************************;
  
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:05/23/2025

  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.

  My wife signed up for a free trial and then we were automatically signed up for a years worth of pro subscription, we never used the service and they refuse to refund the money

  Business Response

  Date: 06/02/2025

  To Whom It May Concern,

  
  The professional signed up with a 30-day free trial, in which to review our Houzz program and service agreement terms. The terms and conditions were clearly stated at the time of signup. We are not able to refund the previous charges as the account was not canceled during the trial period, which ended on 2/20/25. We have processed their cancellation, so they will have access to Houzz Pro and their data until 6/20/25. After that, they will no longer be charged, and their subscription will be fully canceled. The professional can view details at *************************************************************************. Houzz considers the matter fully resolved. 

  
  Sincerely, 
  The Houzz Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23365819
  
  I am rejecting this response because: we are not a professional that needed a HOUZZ pro subscription, my wife clicked on an ad of theirs and used the trial once to mock-up a bathroom remodel.  The platform was never logged into again after that.  She emailed the model to another account to share the mockup, HOUZZ then added charges for additional users, there was no notification for that.  Furthermore there was no notification that the free-trial was coming to an end and there was no notification about additional charges for additional users.  Obviously my wife made a mistake and signed up for the free trial using information that was saved into our ****** Chrome account but ********************** is using predatory practices and taking advantage of an individual, not a professional.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/04/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. If you have any questions, please reply to the existing email correspondence.
  
  Sincerely,
  The Houzz Team 
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23365819
  
  I am rejecting this response because: you did not cause me an inconvenience, you took over $1,000 of my money and you are very aware that we are not professionals that would need your platform, and you can clearly see that we never used it.  You also did not provide proper legal notifications for the additional user charges or the end of a free trial notification.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/05/2025

  To Whom It May Concern,

   

  Notification was sent prior to renewal. If you have any questions, please reply to the existing email correspondence.

  
  Sincerely,
  The Houzz Team 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23365819
  
  I am rejecting this response because: I double checked my emails and my spam box, no notification was sent, also no notification about the increase in price for additional users and that emailing the initial design to someone would trigger an additional user at an additional cost. I received many other emails from Houzz but nothing about trial ending and nothing about additional users and additional cost. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/06/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. If you have any questions, please reply to the existing email correspondence.
  
  Sincerely,
  The Houzz Team