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:03/28/2025

  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.

  When we signed up for HubSpot services, we didnt realize we were committing to a year-long contract. Typically, email marketing services don't require multi-year commitments. Recently, we switched to Mailchimp because it offers a much more affordable pricing structure and a far more efficient platform. HubSpot makes it challenging to download our own contact lists, and their system is not user-friendly, making it significantly less efficient compared to other email or ************* platforms.We are looking to terminate the contract and stop using their service. At $300 per month (their minimum fee), with potential price hikes once the promotional subscription ends, we no longer find value in their platform. We dont even use it anymore, as other email marketing platforms are far superior and more cost-effective.

• Initial Complaint

  Date:03/25/2025

  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 have been a HubSpot customer since 2021. However as our business needs have changed we not longer need their Sales Hub Professional product (which is $400/month). We have been paying on a monthly basis from the start of our membership. We have asked to downgrade our membership to a simple plan with only a couple of seats as that is all we need. However, when trying to cancel we were told that we must continue to pay until May when our "contract" expires.There is a clause, deep in the fine print of the terms and conditions, that does say "contacts" must be fulfilled, however, this was never made explicitly clear upon signup. Nor was this made clear when the "contract" renewed year after year. We were never given an opportunity to accept another year because we were paying month to month.HubSpot is a digital service and there is no reason they can't end the service whenever they choose. Locking customs into a yearly contract, after their first year, without giving them an option and then not allowing them to get out of a contract they never agreed to, doesn't seem legal.Customers should be given the option to opt in, that is not the same as not canceling. This is a terrible and shameful business practice for a **** company to bury a lock-tight contract deep in their terms and conditions. If you are considering this product, look elsewhere there are many other alternatives that perform better and are more customer focused.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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.

  Misleading services. We have a paying client for about 2-3 years with Hubspot. We were unaware of the contract lock upon renewal. In the process of switching CRM's, we needed to keep Hubspot active until the new CRM would be launched. After launching the new CRM, we attempted to cancel HubSpot and was notified that we would still be on the hook for the remainder of the contract, even though we will not be utilizing HubSpot at all. HubSpot will be charging us thousands of dollars for a service we will not be using. Very unprofessional and shady business operations.

• Initial Complaint

  Date:02/14/2025

  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.

  Dear BBB Representative,I am filing a formal complaint against HubSpot for misrepresentation, deceptive business practices, and financial loss resulting from false promises made by their sales representative, ******** *****.I was assured that my existing business software, including Vagaro scheduling system, would seamlessly integrate with HubSpots platform.I explicitly informed ******** ***** that I could not use Stripe or Square for payment processing, and he reassured me that HubSpot would still work for my business needs.After signing the contract, I discovered that HubSpot does not support these integrations, making their services ineffective for my operations.I was pressured into making a quick decision under the impression that HubSpot would streamline my business processes, allowing me to focus on patient care.I was provided a preferred partner referral to Insidea, who was supposed to help manage HubSpots system for me due to my lack of technical and marketing experience.Based on these assurances, I signed the contract, expecting reliable support and successful implementation.After three months of services with both HubSpot and Insidea, I experienced delays, unfulfilled promises, and ultimately no meaningful results.The lack of proper integration and management has cost me nearly $10,000 in lost profits and unnecessary expenses.I am seeking to have my hubspot contract ended early as the cost burden of not being able to use this platform to its fullest potential as promised is significant for my small business. A review of HubSpots misleading sales tactics to prevent future customers from facing similar misrepresentation.Had I been given accurate information upfront, I never would have committed to HubSpots services. Their deceptive sales tactics and failure to meet promised expectations have caused unnecessary financial and operational harm to my business.

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 spent months requesting an adjustment to our HubSpot plan, as we have not used the Sales Professional functionality for over a year and were experiencing hardship. After extensive follow-ups and negotiations, HubSpot agreed to adjust our pricing but still required back-payment for unused functionality during the months it took to receive a response. Despite our repeated attempts to resolve this, HubSpot refused to adjust for the prolonged response time and claimed we owed $1,500 and then suspended our account.We formally request that our account be reinstated for 14 days to allow us to retrieve our owned data. Additionally, we ask that any claims to outstanding invoices related to the disputed charges be dropped, given the extended delays on HubSpots end.Please confirm your willingness to resolve this matter fairly and promptly.

• Initial Complaint

  Date:12/22/2024

  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.

  To Whom It May Concern at the Better Business Bureau,I am filing this complaint regarding a frustrating and disingenuous experience I have had with HubSpot. I recently signed up for their services and was not informed that my subscription would entail a mandatory 12-month commitment. This crucial detail was never explicitly communicated to me, which I find to be both misleading and unfair.For the past three days, I have been attempting to resolve this issue and connect with someone from HubSpots contracts department. Unfortunately, my attempts have been ignored, and I have received no meaningful assistance in addressing my concerns. This lack of transparency and support reflects poorly on HubSpots commitment to ethical business ************ a small business, I had initially considered HubSpot to be a tool I could return to once my company scaled. However, their unwillingness to address my concerns has left me questioning their business integrity.I am requesting that HubSpot cancel my subscription immediately, as it was never made clear to me that I was committing to a full year of service. Failing to resolve this matter will leave me no choice but to escalate further, including sharing my experience publicly with my professional network, which includes many business leaders and potential HubSpot customers.I seek the ********************* assistance in pressuring HubSpot to resolve this issue fairly and cancel my subscription. I believe this is a reasonable request given the lack of clarity and poor handling of this situation.Thank you for your attention to this matter.Sincerely,****** *****

  Customer Answer

  Date: 01/02/2025

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

• Initial Complaint

  Date:12/17/2024

  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 have been working on making an API integration work between HubSpot and smartsheet for approx 45 days. I just seem to be getting the run around between people. They are very quick to close the ticket without resolving.please see the tickets #**********************81 #*********** #*********** These are just the tickets I have created. We have other people on the team trying to make it work as well who have additional tickets.

• Initial Complaint

  Date:12/10/2024

  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 attempted to cancel my hubspot subscription prior to renewal and thought I had. When canceling, you toggle the products that you are cancel and then it takes you to a survey screen to find out the reason for this cancellation. On the bottom right of the screen, is another button that says cancel. I wrongly assumed that the cancel button on the survey screen, cancelled the survey. So I didnt click it- that is the actual cancellation button. My subscription renewed thanksgiving week, something I was alerted to when the funds were removed from my account. I immediately requested a cancellation from customer service, I have had emails back and forth and have been told I cannot cancel midway through my contract. This is after I waited days for someone to get back to me. They also said I should have contacted customer service if I was having trouble canceling - why would I contact customer service if I thought I had effectively canceled?This company uses a purposefully confusing cancellation process, to keep you locked into a lengthy contract. Their business strategy includes deceptive tactics like this, as a revenue generator. They market to small business and then employ behaviors that strangle those same businesses. Stay away from Hubspot if youre a small business, you need a team of professionals to set up the architecture and do training for it to run effectively and extract any value from it all. And in the event you dont handle your cancellation correctly, be advised that they will refuse to help you.

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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.

  During the first two weeks of October 2024, I had several sales calls with a software company called Hubspot **** to provide a customer relationship management platform (CRM). The sales representative described their software as a central hub for marketing funnels, email, text and phone automated outreach along with a platform to move leads through a process that nurtures and moves them through my sales process for $185.09 per month.After I expressed my concerns about my lack of technical ability and me lacking the skillset to set something like this up on Hubspots platform the sales representative suggested I purchase a done for me service through Hubspot where they would consult with me on my sales flow and set the entire system up for me with an additional one-time charge of $714.00.On 10/17/2024 I accepted an agreement with Hubspot for $185.09 on a monthly basis and a one-time payment of $714.00 for set up. Approximately one week later I participated in an onboarding call but little was accomplished and we scheduled another one for approximately a week later. On the second call it became obvious to me that this on boarder was expecting me to do the set up that I paid them to do. He put me on a call with his supervisor who tried to upsell me with an additional $1,500.00 charge. I refused and told her I wanted my money back.

  Customer Answer

  Date: 12/14/2024

  I have not heard from the business in response to my complaint.  I havent gotten any intelligible communication from Hubspot or Digifi since I paid the invoice and no communication of any kind since they promised a refund and didnt process.  Further they have tried charge my card again I had to put a merchant block on the card.   Be very carful with these companies. 

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  HubSpot is charging our organization, MicroAI/Plasma, for the amount of $8,772.59 on September 22, 2024. This charge was set on auto-renewal which we did not agree to and is automatically set to also renew our entire contract, locking us in to pay for this same amount per quarter until September 22, 2025. Ive attached a copy of this invoice. More importantly, HubSpot has blocked our company's access to their platform and is threatening to delete 4+ years of customer driven data, should we not pay them the amount that we did not agree to - an amount that they have automatically charged us with without our approval.We reached out as soon as we could when we got notice of this back in October 1. It was not until October 21 that they concluded that we were locked in, despite us not giving manual approval, and that they were not willing to do anything. This amount differs than the one we originally signed up for at the initial contract. We believe this to be unethical and bad business practice.