ComplaintsforHouzz

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered an umbrella and its completely defective and misleading on the app and pictures (crooked and poor quality in general) now I have to pay $35 to return.

  Business response

  04/17/2024

  To Whom It May ************** are sorry to hear that the customer was dissatisfied with their ************************** experience. After review, it looks like this return was not submitted as a defective item, and was instead submitted as a standard return, in which the return shipping fees are deducted from the final refund. Due to the way this return was submitted by the customer, our team was not notified to follow up with the customer. We have since followed up with them directly and refunded the remainder of their order. 
  Sincerely,
  The Houzz Team
  

  Customer response

  04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to try Houzz pro to see if it was worth the software. After experiencing the free trial I cancelled. I tried getting ahold of customer service numerous times and have call logs of when I tried cancelling the subscription that all of a sudden I seem to owe over $3000 for. This is a SCAM. they do not hold true to their subscription where they drive business. They also intentionally ignore emails and calls and log ins to make sure you are not able to opt out of the free trial and end up paying. Never have I experiences a subscription model that you cannot cancel or get a refund on. Please help me I cannot afford the amount they are charging and I never signed any form of contract.

  Business response

  03/29/2024

  To Whom It May ********************* you for providing us with this feedback on Houzz Pro and our cancellation process. We can confirm that the professionals account has been canceled, and that the only funds that were paid were two monthly payments, as the professional did not cancel within their trial period. We can confirm that there will not be any further charges. We will be sure to consider the feedback provided on their experience with Houzz Pro.
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order in September 2021. I did so online and used an email address I no longer have access to. I have also lost the password for my Houzz online account. I contacted their customer service department and requested that they send me the invoice for my order in March of 2024. They refused to provide it. I have access to a phone number that is attached to the Houzz account and screenshots of text messages confirming that they sent the order. I don't understand why this isn't enough to provide me with the invoice, as other large companies follow this procedure.They refused to give me any options in terms of problem resolution.I believe it is illegal to refuse to provide an invoice on request in **, isn't it?

  Business response

  04/04/2024

  To Whom It May ************** apologize for the frustration caused. For security purposes, our team was unable to verify the customers account information. After review, we have determined that the information provided is adequate and will be sending the customer their invoices. Please note that the customers email addresses that were provided were incorrect, which was originally causing the issue with sharing this information. These protocols are simply to ensure the security of our customers personal information. If the customer needs additional assistance, we encourage them to reply to our correspondence. 
  Sincerely,
  The Houzz Team
  

  Customer response

  04/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I received evidence of purchase via email and am satisfied.

  Houzz is still misrepresenting the original issue. The email address I used to create the Houzz account was hacked and I no longer have access to it. They refused to ***** me access to the Houzz account without access to the email account. I explained this at the beginning of our communications and they still fail to acknowledge that. The 'for security reasons' claim is ridiculous. If someone else has access to the email account and stumbles across the Houzz information, they will be able to access my Houzz account and change the password, place orders, etc. This is the only company that I have encountered a problem with regarding this issue. This is not the way to handle customer issues, especially for a commerce company that merchandises products above $1,000.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was suppose to be a one time fee on my credit card for my *********** bussiness in Dec 15, 2023 for a web page. The web page was cancelled in ********** continued to charge my credit card Jan 15, 2024 and Feb 8 and 15 of 2024. The amount was ****** each time. I called them in Jan and spoke to a ***** to reimburse my card. I also called Discover Card and told them not to let anymore charges from them to occurr. But in Feb it was done two times more. I have called. I have been told there is no billing number to call they would send the information to them. I have since then called their Technical support ( *****) and spoke with her with the same answers. Then called and spoke to a ****** which he was going to send it again to them and have them contact me in which the didn't. I have a ticket # ******** from him. I want reimbursed for the amount they stole from me with interest that I would have paid on this amount. Discover was to put a stop on anymore transactions from them. If not credited back to my card I eventually will get stuck with this and I did not give them permission. I do not know where to go from here. Please call me at my phone number *************). Thank you.

  Business response

  03/29/2024

  To Whom It May *************** 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 these details at houzz.com/proServicesAgreement. 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. 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

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday, March 14th, 2024 I signed up for a 30 day trial of HOUZZ Pro, mainly to be able to use their design software. Nowhere in the FAQs did it explain you needed a PRO account to use this. Unlike other companies, they take your money first, then ask you to complete a profile. I already had a regular, free personal account but once they took my money, I was only able to sign in under a PRO account. Immediately, I knew this was a mistake and did not complete the profile details. I called HOUZZ customer service and the 1st 3 people I spoke with could not find my account, email or phone number. They assured me I wouldn't be billed because I didn't complete the requested profile. I continued to receive emails from them welcoming me to "HOUZZ PRO". Today, March 15th, 2024 I called again, asking to speak with a supervisor due to the constant emails and the inability to discover a way to cancel the trial. While I was on hold for over ************************************************************ TO A SUPERVISOR. He finally came back on the line and told me someone from their *********** would call me. While I was on hold, I was able to log in the pro account, discovered an account dashboard, and cancelled this trial and subscription. Also asked them to remove my name and details from their PRO Directory. I received an email confirming this subscription was cancelled but I don't trust their processes. I emailed the support **** and demanded that they scrub my credit card from their system- I don't want to give them ANY opportunity to bill me in the future. I received a voice mail from a woman named ******** at ************** who told me they are working on this request and that my subscription and trial have been cancelled. I want someone in authority to call me, I do not trust their systems. Impossible to reach anyone in authority, their customer service agents are useless. I am sure I will be making follow up calls regarding this issue- they just want your money

  Business response

  03/19/2024

  To Whom It May ************** are sorry for any difficulty or inconvenience the professional experienced during their free trial. Per the attached, their free trial has been successfully canceled. If they have any questions, we encourage them to reach out to our team through help.houzz.com. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HOUZZ kept billing our credit card in 2023 $99 per month. We tried various ways to stop the charges, then finally *************** credited us 3 months charges. No real excuses except my health isn't the best, but I just noticed on my year end cc statement HOUZZ continued to charge, sometimes more than once per month and some posted a couple months later. Chase Letter said this was to have been stopped. Clearly it did not. I called Chase CC and they said the charges, which seemed to have stopped in Sept 2023, were over 119 days so they couldn't help. But, they said I could try sending a letter to *****. I'm now trying to contact the local ********************

  Business response

  03/14/2024

  To Whom It May ************** are sorry to hear about the professionals negative experience with Houzz. We are unfortunately unable to confirm the professionals account based on the information provided. If the professional could provide the name of their business, we would be happy to have someone follow up. Additionally, they may reach out to us directly through help.houzz.com. 
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial which I tried to cancel numerous times via their CHAT option. They kept telling me this was cancelled but then charged me almost $200 when the free trial ran out. When contacting support again they refused to help me. Then I found online they are doing this to people all the time. Seems like they are trying to scam people out of hundreds of dollars.

  Business response

  03/22/2024

  To Whom It May ***************** you for providing us with this feedback on Houzz Pro and our cancellation process. We can confirm that the professionals account has been canceled. We will be sure to consider the feedback provided on their experience with Houzz Pro.
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up to receive referrals for kitchen and bath remodels. It was a 1 year agreement. After 6 months I have only received 2 credible leads and attempted to contact them several times to cancel the service because they did not deliver anything close to what they promised. I have yet to receive any response from them other than a non payment notice and a threat to send to collections.I just want it to end the agreement, I'm not asking for a refund, but I definitely don't believe I should pay for services I didn't receive or use after I requested to end the contract, of which was ignored.

  Business response

  03/22/2024

  To Whom It May ****************** apologize that your experience on Houzz has been less than satisfactory. We would like to work with you to overcome the issues you have experienced on Houzz thus far. You signed up for a 12-month agreement with Houzz, and your account cannot be canceled during the agreement period. These details were included upon signup in the terms and conditions of your contract.
  
  Our team has been unsuccessful in reaching you, however, your Houzz account has since been turned off and the agreement was terminated for lack of payment. If you have any questions, please reach out to our team.
  
  Sincerely, 
  The Houzz Team 
  

  Customer response

  03/26/2024

   
  Complaint: 21409615
  
  I am rejecting this response because:

  Per your response you said you reached out to me several times. The only time you ever reached out was a demand for payment. No attempt was ever made to resolve any of the issues I had, which was primarily the lack of leads (2 in six months).

  The only reason I closed the account was because the threat of collections which would have harmed my credit. At a minimum, under good faith you should refund the $1200 I just paid to save my credit!

  I have been a contractor for over 20 years and have referred many customers to your business. I will no longer do this and in fact warn anyone about your unfair business practices!
  
  Sincerely,
  
  *********************

  Business response

  03/29/2024

  To Whom It May ****************** are sorry to hear that you remain unsatisfied with the Houzz platform. The emails you receive in regards to your payment issues can be replied to. If you have an issue with the amount of leads that you are receiving, it is best to call your Client Success Manager to work towards achieving the goals you have. 
  
  Houzz is here to help you succeed in the Home Remodeling industry. We would still like to partner with you on getting success with the platform. We can schedule monthly calls to make sure you stay on track with providing the content needed to drive leads and success on Houzz. 
  
  Sincerely,
  The Houzz Team 
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 13th 2023 Tried ********* still being charged till Dec 13th 2023 Cancelled credit card associated Houzz keeps billing and now is sending to collections.Have not used service since June 2023

  Business response

  03/14/2024

  To Whom It May ************** are sorry to hear that the professional was unhappy with their Houzz Pro subscription and sought to cancel. On May 13, 2023, the professionals Houzz Pro subscription auto-renewed for an additional 12-month term. Our team has only been made aware of the professionals desire to cancel in recent weeks. 
  Ultimately, the professionals account has been canceled as we were unable to collect payment. 
  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 resolved. 
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********* person signed a contract in 2020 for Houzz advertising. It states that there is a 12 month contract and it will auto renew. When I went to cancel the account after almost 4 years without satisfactory ROI, I was told that I could not cancel. I could only cancel 30 days prior to my renewal. The original terms and conditions that we agreed to were now replaced with terms and agreements from 2023, which I never signed. Houzz has done absolutely NOTHING in the way of advertising for me, which is evidence based with their call tracking. I want to cancel my subscription now, not later. I should be able to since I never agreed to the new terms and conditions. I am not asking for a refund, I just don't want to continue this any more. It is a waste of money.

  Business response

  03/11/2024

  To Whom It May ***************** you for reaching out with your concerns. Our top priority is to make sure our professionals meet their expectations on Houzz with services that benefit their company. We deeply apologize for the frustration this has caused you. We understand that you would like to cancel your subscription service with Houzz. We would love to talk more about your concerns and what we can do to rectify this. We can make many changes to your account to better assist your needs, whether that is increased exposure or a lowered monthly cost. At this time, we are unable to cancel your account. Smart Enterprises entered an annual agreement, with your plan successfully auto-renewing on 9/16/2023. A notice to cancel is required at least 30 days prior to the renewal date, according to the signed terms and conditions. We would love to work toward an agreement that can benefit you and your business until the end of this current agreement. So that we may assist, please reach out to your dedicated contact. 
  Sincerely, 
  The Houzz Team
  

*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. ↩