ComplaintsforHibu Inc

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have call from Hibu platform website service the service consist on HVAC website leads services,First month have received calls for **************** between February and March they promise to have more service calls and work something is never happen Im call to ask what is happening before finalice they said they are working on the problem is looking to me no finish the total work and starting charging the service not even done yet Im calling to cancel the service because is no working correctly because all prank calls and people calling me for **************** Im call to cancel the service because not complain for the service they are promised me, The first answer was the Im sign a contract ok Im not the person to not compliant for payment they are unreliable with the service theyre promised,Im losing business only prank call and no work , I performed work from my costumers reference only for this moments this is the third time to clear the my company is doing work is HVAC Not CONCRETE WORK is way Im asking to cancel all service

  

  Business response

  04/02/2024

  This letter is being sent in response to the correspondence received on April 02, 2024. The details of ************************** complaint were researched and no errors with the program were found.  There were no products that were found to advertise concrete work.  Spam calls are something that is normal to any phone number.  ********************** products have only been active 3-4 weeks, however, they are already meeting expectations for performance.  I spoke to ********************* today and let him know that his contract can not be canceled at this time.  He advised that he would be reaching out to his Sales Representative to request a meeting to go over possible changes that he may want.  I have also provided him the number to our support team where he can request the changes directly.  We are sorry for any inconvenience or frustration this may have caused.
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business was supposed to provide marketing services for my office.The "LEADS" provided with the business were all fake. Every single "LEAD" would go straight to a voicemail. Upon trying to cancel services, the **** ******************** said we could cancel. He then said we couldn't. He kept saying something different each time. Upon further review of the contract, it was realized that the company, Hibu, put my wrong company name on the contract. Upon letting them know that they put the wrong company name on the contract, which was filled out by their **** they tried to tell me that I did it, which I did not. The rep has not contacted me in over 1 month. Their customer service team is unkind. What they don't realize is that it was their wrongdoing of putting the incorrect business name on the contract. I just want this company to leave me alone. My credit card has been notified to not allow their transactions to go through. They still keep calling.

  

  Business response

  03/25/2024

  
  
  Hibu Inc.
  *****************************************************************
  Tel: ************
  Fax: ************
  March 25, 2024
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  ******************************;
  **********, ** 50310
  
  RE:    ********************** 
            *********************;   
            8351 *******************************************  
            *******, ** 32819  
            Telephone #: ************                  
            Hibu Product: Display, Search and ***************** Solution
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on March 18, 2024, about Ms. ******** claim that the incorrect business name was on the contract and that leads were going to voicemail.

  
  The Client, *****************, authorized a 6-month contract on 1/5/24 for Display, Search and ***************** Solution. The products went live and started to invoice. ****************** has only fulfilled 1 month of the contract. The Display and Search have been paused for non-payment. ****************** has 5 months still on the contract.

  
  When ****************** agreed to the contract, she was in the process of having the name changed from Paradise Dental of ******* LLC., to Paradise Dental Studio. Once the name was changed it was changed on everything except the contract because this was already completed.

  
  ****************** had a website from another provider and when they revised the website, they did not put the coding on the website, so when there were leads, they were not appearing correctly. This was not a Hibu error.

  
  We emailed ****************** about her concern, and she replied that the balance would not be paid.

  
  There would be no basis for an adjustment to the account.

  
  I apologize for any inconvenience this has caused.

  
  Thank you,

  
  *********************
  Hibu Customer Service
  **************
  Email: ********************************************** 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired on with Hibu to promote my business. Was promised all kinds of results. They kept telling me I need to pay more for more results. So started paying them 5k a month, still no results for 2 years!!! They always have an excuse of why, they never could get results. I hired another company and only pay 2k a month and in less then a month have got more calls form customers then Hibu in a year!!! I called my account rep at ********************** as we had a good relationship and told her I wanted to cancel. She kept trying to talk me out of it and kept giving me promises they could do better. I told her no I wanted to cancel. 3 days passed and she said she would put in for my cancellation. I still got billed for another month and refuse to pay it. They are now stating I did not give them the 15 day notice to cancel so Im on the hook for another month of payments Its not my fault the rep **** her feet to get it canceled. When I spoke with her I was in my grace ****** to cancel. Kinda funny how Ive read all other complaints that this is a normal thing from them. *** contacted my attorney and willing to take this to court to fight them. Im not gonna be bullied by a big company and think they can scare me off.

  

  Business response

  03/08/2024

  Please see attached.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called to cancel our service with Hibu in November of 2023, and we have continued to be billed for the service. They are non responsive and they continue to fraudulently bill ** for a service that we have already canceled.

  

  Business response

  02/09/2024

  This letter is being sent in response to the correspondence received on February 06, 2024.  We have reached out with the contact information provided on the complaint several times and have not heard back.
  Unfortunately, with the limited information provided we were not able to know for sure which account ************** was disputing.  There were three accounts found with the information provided, we have researched all three accounts and found no basis for an adjustment.  
  Two of the three accounts found do have active products on them.  Per the terms and conditions of the contract, if ************** wishes to cancel any of the active products on his account, he will need to request this by calling Hibu Client Success @ ************.
  We apologize for any frustration this may have caused. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The price is too high for our small business as the results are not off setting the charges, contracted for six mos from 7/23 but made changes in Sept and they say it now adds six mos from then. We need to get out . I hope you can help

  

  Business response

  01/17/2024

  Dear ********************:
  
  This letter is being sent in response to the correspondence received on January 17, ****.
  I spoke with **************** today and reminded her that the contract and statement of work were both emailed to her on 09/29/23 when they added the Assistant product to their contract.
  Both clearly state the Assistant product is a 6-month minimum term.  I also spoke to her sales representative who advised the minimum terms had been discussed.
  We spoke about the products and that they have been performing well.  All of the products have been meeting or exceeding the expected results that were provided at the time of sales and signed by the client. There is no basis for an adjustment or an early-term cancelation.
   We apologize for any frustration this may have caused.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am the owner of small business that was stabilished ****. Our new website was created 10 years since we there was some changes on ownership, we normaly always have the *** crew to maintain our website running ****** ad based on our budget, one of the most important thing is to making sure that our website/ business name pops up in any search engine and keeping the website safe from bugs and h risck of being hacked, on September 2022 A representative from Hibu was coming to our office every week and pushing us to do business with them, I ended up being tempted by his seemingly effective promises to help with bringing more leads more customers and multiply our sales so I signed a contract with Hibu to *** my website and running ad on ****** for us, It toke about a month or so until we supposed togging live, there were some issue with the management and the way they designed the ad, tokes another two weeks to fixing the issue, however the issue did not ended up here, in fact just started, so many issue appeared and every time I was contacting the rep, he was bringing excuses or was given me false promises, in the second month they charged me twice more than what it was agreed in our contract, I contacted them, they bought some unjustified reasons, so we got to the disagreement for so many issues including extra charges, As usual no one were responding or false info was given to me over and over again, minwile my website suddenly got disappeared from al the search engines, i contacted the rep. no response at all, the website was gone for over 10 days, we have lost leads, business and our customer trust, contacted the mine office after many back and fourth they got my website back, I asked to cancel my contract beacouse their clumsy performance and irresponsibility that put my business in danger, same story with higher level, cancelation toke two months, My website was disappeared again, for another two weeks, I find out that they never maintain my existing website.

  

  Business response

  01/03/2024

  
  
  Hibu Inc.
  *****************************************************************
  Tel: ************
  Fax: ************
  January 3, 2024
                              
  **********************;    
  Better Business Bureau Serving Greater ****, Quad Cities & Siouxland Region
  ******************************;
  **********, ** 50310
  
  RE:    Flooring Kitchen & Bath Design 
            ***********    
            25626 ***************** #B-9  
            *************, ** 92694  
            Telephone #: ************                  
            Hibu Product: Smart Online Presence, Assistant, Social and Search
            Complaint # ********
  
  Dear ********************:
  
  This letter is in response to the correspondence received on December 27, 2023, about Ms. ******* claim that her Website went down.

  
  The Client, *************** authorized a contract on September 20, 2022, for the Smart Presence +Social & Search Large with the Assistant and Local Ranking. The website went live on October 30, 2023, and numerous changes and a redesign was done for the website. There was no error found on Hibus part.

  
  We have reached out to **************** via email and advised that there was no Hibu error. 

  
  There would be no basis for an adjustment to the account. 

  
  I apologize for any inconvenience this has caused. 

  
  Thank you, 

  
  *********************
  Hibu Customer Service
  **************
  Email: ********************************************** 

  Customer response

  01/04/2024

   
  Complaint: 21062298
  
  I am rejecting this response because: Unfair Billing, Impact On My Bossiness, Taking Advantaged Of Language Barrier  Practices by Hibu 

  Dera BBB, 

  I am writing to file an urgent complaint against Hibu regarding their billing practices, Impact On My Bossiness and Taking Advantage of Language Barrier. Despite my previous attempts to resolve the issue, Hibu has continued to charge and bill my account for services I no longer need. I have already submitted a complaint, but recent developments have prompted me to provide updated information 

  Here are the Key details of my complaint:

  1- Lack of response: Hibu has constantly failed to respond to my emails and address my concerns regarding their service.

  2- ***** promises: Hibu made ***** promises regarding the performance and results of their services, which ultimately did not meet my expectations.

  3- Sudden disappeared of website: Without any warning or explanation, my website created by Hibu disappeared, cussing a significant negative impact on my bossiness, this happend Jan-***** that my contract with Hibu were still active  

  4- Difficalty canceling the contract: Despite my repeated attempts to cancel the contract, Hibu has refused to acknowledge my cancellation requests for several months and continued to charge my account. 

  5- Aggressive action: Hibu has now escalated the situation by providing my information to a collection agency, further exacerbating the issue.

  6- Taking advantage of language barrier: I Felt that my language barrier was exploited, which greatly impacted my ability to receive service I deserved. Hibu representatives took advantage of my language barrier, which led to me being unable to assert my rights effectively. Despite my efforts to communicate my concerns, the representatives failed to provide the necessary support and fair treatment.

  Attached to this complaint, you will find all the relevant evidence, including emails, screenshots and any other documentation that supports my claim. 

  I kindly request your immediate attention to this matter, as i have been bothered by collection company constantly, I trust the BBB will investigate this complaint thoroughly and help me find a fair resolution  

   

   

  Sincerely,
  
  Bita (saeideh) ******

  

  Business response

  01/09/2024

  Our position stands as originally issued. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We originally signed with Hibu in 2014. We had a great rep who was honest and kept us informed. He has since left in 2019. Since then we have had numerous repa. All of which would be assigned and no one informed us who the rep was, who to contact, or who to work with. We have on many occasions asked to cancel since we are NO LONGER UNDER CONTRACT. Every time the new rep offers false promises to us. They will stay but do not. They will fix things they do not. We have made it VERY CLEAR to all reps, website designers and hibu contacts that we only want our business photos used no stock, yet they say its done and still stock photos. We have made it clear we dont do aluminum roofing we fabricate our own standing seam metal on site.. yet they are still advertising aluminum roofing. We have called, emailed, called customer support everything in our power as a business to have things fixed nothing is done. Or new rep who has been there over 20 years she states ***** contacted us in months even after calls and emails for her to do so.We are charged well over **** a month for a website, social campaigns, and calls yet the only ads I see on social media are ones I have paid ******** myself for. Most of the calls hibu generate are other marketing companies asking us to join them. Or voicemails saying they cant see our ads and they can offer a better presence and better results. We have for over a year been fighting with this and making it know we are getting these call all to be told we cant control spam calls Well the spam calls are what we are paying for apparently since thats all we seem to generate from hibu.This company is a joke and ***** on small businesses. Its disgusting and distributing to say the least. They take your money with ZERO RETURN OF INVESTMENT.

  

  Business response

  01/02/2024

  This letter is being sent in response to the correspondence received on December 19, 2023.  ****************** had mentioned several concerns.  He advised that Hibu was advertising aluminum roofing and they had called and emailed support but the changes were not made.  I checked Mr. ******** dashboard,and the aluminum roofing Search ads were paused 03/03/21 as requested.  The ads still show in the dashboard, but they are not running.  On 06/22/23 ****************** provided to have some photos added and stock photos removed.  The changes were completed the same day.  Unfortunately, it is hard for the artist to spot all of the stock photos unless specific photos are pointed out to be deleted.  ****************** was notified via email address  ************************ when the changes were completed, and nothing was brought to the attention of the support team about additional stock photos still showing.  Regardless, I was able to verify there were at least three stock photos still on the website, these photos have now been removed.  We have extended an offer of $337.50 to cover 25% of the website package for that 6 month period.  ****************** has not responded to the offer.  The claim has been closed as a pending offer.  It was also stated that sales were not responding to ******************, however, I found several notes about messages,and calls that sales made.  I also spoke to sales who advised that she does not hear back when leaving messages.  Another frustration was spam calls.  This is something that is common, none of our programs are charged by the number of calls received so that would not warrant an adjustment.  We are always happy to make changes to the advertising programs by contacting our support team. 
  
  We apologize for any frustration this may have caused.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 21, 2023, I hired Hibu for two of their packages: ***************** Solution ($139/month) and Marketing Assistant ($149/month). This contract was for 6 months. Almost immediately, there were problems with the marketing part. Hibus dashboard would not accept our marketing email and it kept disconnecting. A manager for Hibu contacted me and walked me through what to do to ensure it was done accurately. This did not resolve the issue. I grew unsatisfied by 10/26/23 to the point I requested to cancel the service. However, I was not allowed to cancel.Nonetheless, when we decided to focus on ad marketing, we wanted to keep everything with the same company. We contacted Hibu around 11/15/23 to set this up, and we met on 11/17/23 via Zoom with ***************************. We agreed to spend $500 a month on display and social ads. The ads are what started our issues with Hibu. We disapproved of them and ***************************, our ad creator, edited and shared the updated ads. We were still unsatisfied. The ads were not competitive in style and did not fit our brand. We concluded Hibu would not be able to deliver what we were looking for. They did not have the experience working with a minority population or the knowledge to produce appealing ads. Their commitment to us in the agreement was that they would do so. This was not honored.We sent a termination request on 12/9/23 but did not get a reply. We sent a follow-up email on 12/12/23 and got a response directing us to call to cancel. During the call, we were told our agreement could not be canceled. Hibu suggested we talk to ****** and see what he can do to help with the ads. We have exhausted our options for helping Hibu develop our ads.We want the advertising contract voided, a refund of $477 for the email marketing service when it was not working, and to completely end our existing contract at the end of the 6-month contract we originally agreed to. This would bring our relationship with Hibu to an end on January 21, ****.

  

  Business response

  12/18/2023

  This letter is being sent in response to the correspondence received on December 13, 2023.
  The details of Ms. ******* complaints were researched and found to have no basis for an adjustment. The Display and Social products were canceled pre-live as requested.  We have reached out multiple times over the phone and email to discuss the concerns addressed in the complaint and have not heard back.  **************** was notified if she still wished to cancel her remaining products at the end of the minimum term it is required that she call our Client Success team at ************ at least 15 days before the following invoice. 
  
  We apologize for any frustration this may have caused.

  Customer response

  12/19/2023

   
  Complaint: 20997647
  
  I am rejecting this response because:

  1) I was not asked to respond to any email correspondence from Hibu in regards to this complaint. It was my understanding that once a complaint is filed, all communication goes through BBB.

  2) I reject my original SOW contract still being listed with a 12 month duration. The original SOW contract was for 6 months. If the second SOW contract dated 11/21/23 was voided due to the refund/cancellation that Hibu is offering, the deadline described in that contract should also be cancelled and default back to the original timeframe of 6 months. Hibu is agreeing to cancel services for the 11/21/23 contract, but choosing to still abide by the deadline of said contract. This is an attempt for Hibu to continue to get money from me.

  3) An adjustment for the months no email marketing was occurring is warranted. The plethora of emails shows I tried to connect to email marketing dozens of times. Hibu has no record other than 1 attempt at helping me with this.  Now the email marketing is working. That is strange since the email I have used has not changed from the beginning. Hibu finally established a connection, yet wants to ignore the fact for 3 months they could not connect because I had less than *************** good faith, they did not provide a service, therefore should not get to keep the money.

  
  Sincerely,
  
  ***********************

  

  Business response

  12/20/2023

  Our findings stand as previously stated, there is no basis for an adjustment.  On 07/25/23 both products were authorized as 12-month minimum terms.  As stated previously, if you still wish to cancel your remaining products at the end of the of the minimum term it is required that you call our Client Success team at ************ at least 15 days before the following invoice. Your ***************** Solution has been billed for 4 months, and the Assistant product has been billed for 3 months.  On the 11/21/23 contract, you added the Social and Display which placed you into a different package with different terms, however, with the request to cancel that package, the ***************** Solution and Assistant products reverted to the original contract terms.  Positive feedback started in the dashboard on October 8th.  I was able to verify that you spoke with our support team on 10/25/23 and advised that you were having a connection issue.  Your sales representative noted on 10/31/23 that the connection issues were resolved.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Just so you know I have never filed a complaint for a business before. I am writing on behalf of ********************** I have contacted the company by email on the following dates to cancel my service: 9/27/23, 9/28/23, 10/2/23 in addition to the above emails: I placed a phone call to their customer service line only to be perpetually transferred and put on hold without resolution. I placed another phone call a few days later and talked to a person who said he could cancel my service, but it would take 15 days and he would email me a confirmation - no confirmation was received. I then contacted my credit card company and filed a dispute so they couldn't keep billing my card every month. Now on 12-3-2023 I received a bill from them claiming I owe the money that i had my credit card decline in the dispute. I called Hibu again today to make sure my account had been closed only to be given the runaround that I owed yet one more months payment. I strongly feel that their game is to make it impossible to stop the automatic billing even though i have completed my contract with them. Never in my life have I received such a run around for a contract that i completed and paid in full. I am requesting the following actions: -That the current balance of $81.14 be removed from my account and that the balance reflect $0.00 -That Hibu never contact ********************** again - That new customers can be warned of this billing and canceling issue.

  

  Business response

  12/14/2023

  Please see attached.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hibu:1) Didn't do any keyword research for the keywords that were optimized for my page's SEO.2) Didn't improve my page's SEO over 9 months time 3) Didn't run my ******** ads when I paid for them 4) Took admin control of my ******** business page and kicked me off of it so that I only have partial access to my own ******** business page 5) Charged me $1500/month for SEO, ********/google advertisting and website design, and performed a horrible job on all services they were charging me for.

  

  Business response

  12/13/2023

  This letter is being sent in response to the correspondence received on December 12, 2023. The details of Ms. **************** complaints were researched and found to have no basis for an additional adjustment.  ********************** was previously compensated $745.00 on her Local Ranking product when her concerns were fully researched.  The products worked as they should.  We apologize for any frustration this may have caused.

  Customer response

  02/27/2024

  Details: I cancelled my agreement with Hibu early. The Vice President of the company literally said I owed nothing. But then they keep calling me over and over and saying I owe $407.48. It's literally harrassment at this point because ********** agreed with my dispute and awarded me credit in exactly that amount.

  
  

  

  Business response

  02/27/2024

  Our position stands as previously stated, there was no basis for an adjustment.  Your invoice date was the 1st of each month.  The $407.48 is for services from 11/08/23 until 11/30/23 when your products were canceled.  
  The Search product did not go live until 11/08/23, this was after the 11/01/23 invoice date.   The $383.41 charge for the Search on the 12/1/2023 invoice was prorated charges while Search was live in November, not services in December. 
  The $24.07 prorated charge for Local Ranking on the 12/1/2023 invoice, was due to the price increase from $720.00 to $745.00 on 11/2/2023.  This was after the 11/01/23 invoice date and the reason why the difference was reflected on the 12/1/2023 invoice.
  The charges are valid and were for service provided prior to the 12/01/2023 invoice date, there is no basis for an adjustment.

*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. ↩