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:09/11/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 oredered additional credits for our starter account and chose the pay as you go option. Hubspots platform or personnel changed our settings from Pay as You Go to auto consumption. So at 12AM they began racking up additional charges far beyond the purchase we made earlier that day. When notified they put us in a cycle of AI responses and we we are being to no Human can communcate with us in real time. THis was the most recent email sent to Hubspot in follow-up to there most recent reply: I paid for the annual subscription already the agreement you sent does not reflect that.I do not understand how credits are being consumed since I or no one on my team is using them.If Hubspot platform is continuing to do this at this point clearly without my consent it should have been turned off. I explained and sent emails showing the system did not allow me an acceptable way to return to pay as you go. I also communicated I did not understand the agreement you sent me to sign. I do not want to do anything that puts me in further distress, and I will not be coerced into ******* to sign something I am unclear on. Is there no one at Hubspot who can speak directly with customers for serious issues like this?Again, I paid for my annual subscription already, that payment is not reflected on the agreement you shared? You are saying more credits were consumed and if I don't sign Hubspot will continue allowing this to happen? I do not understand the billing, the contract shared that is missing a credit for the money I paid for my existing subscription, or why consumption has not been halted when I have clearly indicated I want no more credits than the ones I manually initiated and accepted payment for.I restate I did not change from pay as you to go to raid my account. No rational small business would ever allow that. I believe this is their way of operating, as I am sure other customers have been impactied by someone at Hubsopt changing settings or a intentional glitch.

• Initial Complaint

  Date:09/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used HubSpot for two weeks. I was not able to get support because I was informed that they went a different direction and no longer support small businesses. I took a couple training certifications. I switched back to my previous hosting services because I couldn't afford all the "new" unexpected" costs to keep and use functions. Last week and today on 09/11/2025, someone created numouer "Community Pages" called "TinaNearerBeing" which is showing up on ****** SEO. This wasn't on SEO unti last week "after" I already stopped using their platform. I have kindly emailed HubSpot several times to please stop misusing my personal name identity and business identity with comments. Some of the comments I never even wrote. And why create numerous community pages called TinaNearerBeing when you don't even support small businesses and I am NOT a paying customer. And why are you Not responding to any type of communication when to me, this is breaking the law. You just created a new page without my consent called "TinaNearerBeing." I never created this name or web page. I am asking these false web pages to be removed. I am asking that HubSpot stop using my business name and personal identity name.

• Initial Complaint

  Date:08/21/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of transaction: Initial subscription December 10, 2024; disputed add-on auto-upgrade June 25, 2025; ongoing billing disputes July-August 2025.Amount paid: Prepaid $504 for initial 12-month plan; subsequent monthly charges at $68 (discounted via Startups program) until upgrade; disputed charges ~$776 ($388/month for July-August minus original $68/month), with potential future costs ~$3,840 annually.What the business committed to provide: HubSpot promised CRM software under a discounted Professional plan via "HubSpot for Startups" program, marketed to support small businesses with affordable, predictable pricing ($68/month including limited credits). We expected flexible add-ons without long-term commitments.Nature of the dispute: In June 2025, we bought extra HubSpot Credits online for one-time use, assuming temporary. HubSpot auto-upgraded to ****** credits/month at +$320, raising bill to $388/month (470% increase) without clear disclosures, consent, or easy cancellation. This violates California's Automatic Renewal Law ***** Bus. & Prof. **** **********), negates our startup discount, and locks us in until February 2026. No usage since July; couldn't cancel via dashboard.Whether or not the business has tried to resolve: HubSpot responded via 30+ emails since August 5, 2025, but refused mid-term removal, citing Terms of Service. Offered partial reduction to $238/month as "goodwill," but completely ignored that we as a small business are UNABLE to pay a 300% increase in our fees. Issue does not involve advertising directly, but Startups program is promoted online as small-business friendly, which contradicts this experience. Additionally, they note that the Breeze add-on has a free trial, but when added, we got locked in for a year. We seek add-on cancellation, reversion to $68/month, refund of ~$640 disputed charges, and no further billing. As a small startup, this is unsustainable vs. a $24B company. We simply cannot afford the 350% increase.

• Initial Complaint

  Date:08/06/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 Hubspot CRM subscription in May 2025 after being told by a sales representative that I could start with certain features and adjust my plan as needed. I ONLY agreed to pay for a monthly service and not an annual term. At no point was a 12-month contractual agreement clearly explained during the sales call. After purchase, I discovered the plan had a 12-month contracted term which I did not agree to be locked into. In, addition, I have been locked out of my Hubspot account since June 2025 and have been unable to access or use the system. Despite notifying Hubspot, they continue to bill me $1,290 per month for services I cannot access. I am requesting either downgrade to the starter plan or minimal plan or termination of the contract without penalty, as well as a correction for the billing of June 2025 and July 2025 where I am charged for these months after I requested to downgrade and could not access the system.

• Initial Complaint

  Date:07/21/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 an existing annual contract with HubSpot for their Marketing Hub platform. During a recent conversation with my account representative, I inquired about removing HubSpot branding from my website (approximately $30/month). During this same call, he introduced me to "Remix," an AI content creation feature priced at approximately $450/month.I agreed to try Remix based on the monthly pricing displayed on HubSpot's website, which made no mention of an annual commitment requirement. After using the feature for two weeks, I was dissatisfied with its performance and requested cancellation through my account rep.After a week of silence, my representative finally responded to inform me that I could not cancel because Remix required a full year-long commitmenta critical detail that was never disclosed during our sales conversation or clearly indicated on their pricing page.Lack of Professional Disclosure: My account representative failed to verbally communicate the annual commitment requirement during our sales discussionMisleading Marketing: HubSpot lists pricing as "monthly" while implementing annual billing structures without clear disclosure ( i have the screen shot of the price options)This represents a fundamental breach of transparency and professional standards that I expect from any legitimate business relationship. HubSpot's practice of advertising monthly pricing while enforcing undisclosed annual commitments appears to be intentionally deceptive rather than an oversight.

  Customer Answer

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 July 9, 2025, I purchased HubSpot's Marketing Hub Starter subscription based on explicit assurances from their representative that it included specific email automation functionality, particularly logic branching within automated email sequences. Immediately after accessing the service, I discovered that the product did not contain this promised feature.Within approximately 10 minutes of the purchase, I contacted HubSpot to request a refund. A representative acknowledged that I had been given incorrect information about the product and explicitly agreed to initiate a refund (screenshot included). However, later that same day, another HubSpot representative denied the refund request, stating that refunds were not possible. Instead, they insisted that to alter or cancel the subscription, I would need to enter a new, extended 36-month contract.This situation involves misleading product promises, contradictory information from HubSpot representatives, and a refusal to honor an explicitly agreed-upon refund. As a result, I am being unfairly charged $120 for a service that does not meet my business needs and was inaccurately represented by HubSpot staff.

• Initial Complaint

  Date:07/17/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  1. Issue I paid HubSpot employee MarkBaskin for HubSpot-endorsed sales coaching from early2023 through May2025. Despite multiple payments, he delivered no measurable services.2. Timeline 2023May2025: I made staggered payments based on his HubSpot affiliation.June21,2025: I reported his misconduct to HubSpot ****************** ********************************** *************************************** providing transaction records and my FTC complaint.June28,2025: HubSpot counsel CalvinCheng assured me the matter would be handled.July2,2025: I sent Mr. ****** a formal demand letter requesting resolution.July3,2025: He replied hed be out of office until ************: No further response or action from Mr. ****** or HubSpot.3. Why Its Unfair False endorsement: He used his HubSpot title to gain ******** deliverables: Two years of payments yielded no results.Corporate inaction: HubSpot has not investigated or responded meaningfully.Risk to others: Other customers remain unprotected.4. Desired Outcome Investigation: HubSpot should review and report on Mr.******* ************** facilitation: Help secure repayment for undelivered services.Preventive measures: Strengthen oversight so employees cannot exploit HubSpots name.Ive exhausted direct avenues and ask the BBBs help to resolve this swiftly.

  Customer Answer

  Date: 07/27/2025

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

• Initial Complaint

  Date:07/14/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 the ************* of **************, a Florida-registered business that has officially ceased operations due to insolvency. We terminated all employees, closed operations, and began the process of winding down vendor relationships in June 2025.We reached out to HubSpots billing department to cancel our remaining contract (4 months left on our subscription) under Section 4.3 of their agreement, which clearly allows for termination for cause in the event of insolvency or cessation of business. We submitted a signed letter confirming our insolvency and operational shutdown.Despite this, HubSpot refused to cancel unless we provided Articles of Dissolution, a formal document that is not required under the agreement and not legally necessary to confirm insolvency or business cessation. This requirement was not part of their original stated policy and appears to be used to block contract ************** this point:Our payment source is closed.We are not using the service.We cannot pay for it, and have communicated this in full transparency.We were forced to consider ************* dissolution solely to meet their arbitrary documentation requirement.We attempted to resolve this amicably through multiple emails and even agreed to escalate the issue to HubSpots ***************** They acknowledged our hardship but ultimately still refused to cancel, despite Section 4.3 of their own contract permitting it.I believe this behavior is predatory, harmful to small business owners, and designed to extract revenue from defunct businesses by leveraging policy loopholes over contract intent.Resolution Sought:I am requesting that HubSpot immediately terminate our contract under Section 4.3 and stop billing our closed account, in line with their agreement and documented business cessation.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for HubSpots subscription (Order #*******, Account #******** on December 27, 2024, paying $2,291.68 (JanuaryApril 2025) for ************************************************* and Content Hub Starter, plus $970 to CETDIGIT for onboarding, which HubSpot committed to provide as essential for usability. The dispute involves HubSpots failure to deliver a functional CRM: CETDIGITs onboarding was incomplete (no deal stages configured by April 3, 2025), and the platform has systemic flaws (e.g., 15-minute deal creation, email failures, list errors). I notified HubSpot of material breaches on March 7 and April 24, 2025, and terminated the contract on May 5, 2025, per their Terms of Service (Section 4.3(i)), requesting a $2,291.68 refund and relief from $5,156.28 in future payments. HubSpots legal team responded on May 7, 2025, denying responsibility, claiming ******** is a third party and offering no refund, only data export instructions. I seek a full refund and contract termination due to HubSpots breach.

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  After 5 years of being a high-paying customer and bringing them thousands of dollars, they are trying to force us to stay. Their platform constantly glitches and blocks us from getting what we need to succeed. Their customer service ***** and no one is willing to give clear guidance on how to resolve their OWN glitches and problems. This company *****. We want to stop the subscription as soon as possible, but they won't let us.