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Complaint Details
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Initial Complaint
03/23/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Hubspot has very aggressive auto-renewing annual contracts that they refuse to budge on letting people out of. The contract does not have a good enough warning system in place to remind people of auto-renewals. I received a couple of email reminders for our 2024 renewal that went to junk mail. So now we're stuck in another contract for one more year. Once I realized what happened, I reached out numerous times asking for an immediate discontinuing of service. All attempts seemed ignored at first, and now my emails to that representative from Hubspot are bouncing. Perhaps he no longer works there. We aren't leasing hardware, we aren't using the system... There is absolutely zero reason they should be holding us hostage through January of 2025.Thankfully we were able to cancel in time for two of our Hubspot products, so our marketing and sales costs are fully removed from their system. But our Support Team is still tied up in contract until they will let us leave.One of the reasons we were initially drawn to Hubspot is because of their "Don't Block The Exit" mentality ******* it!), and it seemed like a nice change from Salesforce. Turns out, at least in 2024 they aren't what they claimed to be back in 2019.Initial Complaint
03/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On March 21, 2024 HubSpot charged my credit card $230.26 for service that had clearly not been used since July 2023 because I had stopped working for a specific employer who was using ***************** I provided contact information of the president of the company where I was no longer working, including the contact who had taken over my account with ********************** and the communication with within 24 hours of the renewal date, and the charge that has been processed. Cancellation of the automatic renewal of this subscription had also been completed even before a dispute of the charge was communicated.Customer response
04/01/2024
I have not heard from the business in response to my complaint. The contact person I gave to HubSpot responded to them, but HubSpot has not reached out to them, despite his several attempts.Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In January, my small business, *********************, had grown and needed to purchase CRM Software. We narrowed down our decision to HubSpot and Sales Force. Prema needed to track when a client clicked on one of our GoogleAds, and came in and spent money. We needed to track ROAS, and lifetime value of our clients. The deciding factor in choosing HubSpot was they told me on a sales Zoom call that HubSpot had a direct financial integration with Square (our payment processor). ***** decided to move forward 1/17/24 and were charged $4,969. That included a one time fee, training, and a monthly charge. The first training session was more of an introduction with my trainer, and lasted 30 minutes. In the second training session we discovered there was NO direct financial integration with Square. The only information pulled from Square by HubSpot was personal (name/email/phone number). I ended the call immediately and contacted the sales manager of HubSpot. She confirmed the sales associate provided me with incorrect information. Her first resolution idea was for Prema to change our hardware (register) to accommodate them, a no go on our end. She also stated "HubSpot will not make me pay for something for which I did not sign up for". In this time we were charged an additional $1,594 for our monthly payment. In this month of going back and forth, Prema used HubSpot a total of zero times. Their resolution from the contract manager, was to cancel our account, and refund us $714 out of $6,563. For a service we never used. Not even once. Total my small business was charged, for nothing, was $5,849 less the "refund". In the contract it states there are no refunds if you decide to stop using HubSpot. However, we never started using HubSpot.Customer response
03/30/2024
I have not heard from the business in response to my complaint. HubSpot has not made an attempt to reach out to me since filing my complaint with the BBB.Initial Complaint
02/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This business has deceptive practices and support. They refuse to offer any assistance to non paid customers and rebuke all attempts to an online contact form that disappears into the digital ether with no resolutions.I have not had access to my development account, which affects my business as a contract HubSpot developer for clients, for over six months I have attempted to contact them dozens upon dozens of times with no resolution.Their support chat numbers and contact forms are all equally useless. HubSpot permits free developer accounts for the aforementioned development environments.My account contains all of my certifications, intellectual property, and associated development items My account needs to be fixed and a suitable resolution for access found Their email system is broken for sending authentication codes. I haven't received a single one in months. No support chat or calls or suggested knowledge base articles provide appropriate resolutions The few support agents that tries to help claimed my account wasn't even visible in the system and could not help further per being an unpaid / non enterprise account which has nothing to do with developmentCustomer response
03/11/2024
I have not heard from the business in response to my complaint. This is stereotypical of HubSpot. Their entire support system, or rather lack thereof, is setup in a gamed manner to prevent any interaction of value to happen.Initial Complaint
02/09/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I had a year-long contract with you (Dec 2, 2022 - Dec 2, 2023). While I originally considered canceling mid-year, your offer convinced me to stay with the clear understanding that auto-renewal was disabled and a 40% discount.Everything seemed fine until November, when I noticed the auto-renewal setting was reactivated. I promptly disabled it again, and for good measure, even switched to a different payment method.I even double checked December 2nd and it was not on auto renew in the UI.However, in January, to my surprise, my account was charged again, and auto-renewed until august!It seems like there might be a technical issue or a misunderstanding about my cancellation request.It shouldn't be confusing or require multiple attempts to end a relationship _after the contract date_.I've talked to numerous contract reps who all basically tell me to get bent there's nothing that can be done. So now i have to go around advising everyone to steer clear of the Dark Patterns HubSpot is engaged in.Initial Complaint
12/17/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Hubspot is charging me $430/month for a package i didn't agree to. They asked which package options I'd want and I let them know I'd get back to them. When i got back to them my employer had decided to no longer go with Hubspot as a CRM. They said i was locked in already and there was nothing they could do. I'd never agreed to or signed anything, let alone a year contract with options i was unsure of. This was sent to their contracts team who has been extremely unresponsive. I've sent multiple emails over weeks with no response. I can't find anywhere else to contact a team who could help me so we end up here. Won't be looking into Hubspot again.Initial Complaint
10/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I'm a business consultant and a Hubspot Partner. Most of my clients are either new or existing Hubspot users. It's 1 year being a Partner and the calls with my channel account manager at ******************** have been about selling more. I try to sell the software to clients only when needed. In the past 2 Months I've sold the Professional Hub to 3 Clients. All of these turned out to be 12 Month NO CANCEL contracts even though the copy is Month-to-Month payments. I personally use CMS Pro which is month to month but I was told that is an anomaly?? I got 3 Clients into contracts thinking they were Month-to-Month only to find out it's an annual contract with no way out. They even upgraded one client's contact tier automatically and charged an extra $250 per month due to an automation that wrongly labeled contacts for marketing. We reset all marketing contacts back to 0 and asked them to cancel or refund and they said that EVEN Automatic ADD-ONs can't be reversed. So, my client (with a 3 years history of on-time payments) is paying $1,200/mo for Sales and now Marketing Pro ( for testing ) only to find out there is no testing on a monthly basis AND the automation that made updates is an extra $250 with no way to reverse for $1,450 per month for 12 months locked tight.I've used Hubspot for years, have multiple certifications through their training programs, and am a Partner > and I didn't see the fine print or know Month-to-Month was actually yearly. Not to mention I'm on a Monthly Contract CMS Pro plan? Which now I cannot find on their website. One of my clients is a brand new business. He launched this year. He now has a $900/mo bill for a software he wanted to try out. If he didn't notice the fine print, and I didn't notice it, and my Hubspot Channel Account Manager never brought it up...it wasn't addressed. I need counsel on cancelling these predatory contracts. Love the software but don't see the logic in creating a list of angry customers who feel robbed.Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 2/23/23, was the completion of reviewing the HubSpot demo, with several links attached. On 2/27/23, I opened up the link to review, however, there was a problem with getting my CFO access and no payment was made. Within a couple of hours, we discovered that we could not proceed forward any longer and sent an email to stop the process at 11:49 am. At 3:50 pm, I was told that we already purchased the quote (due to clicking on the link) and needed to work with billing to cancel. Reminder, we only opened the link, we didn't make any payment options. On 2/28/23, I was told it went to the "contracts management team" to assist and cancel the request. On 3/9/23, we received the formal cancellation email, after a lot of back and forth. In July 2023, we received an invoice due from a collection agency, however, we didn't even know we had a balance, just a cancellation of the contract for "clicking the link". On 9/28/23, we received a 2nd collection notice for payment of $133.15. On 10/2/23, we made the payment for the $133.15 plus a $10 processes charge, so we could stop the problem, however, we DO NOT agree with this type of business practice, it's unethical to send a bill to collections after we had received the cancellation notice email and was never told of any payment due until the letter came from a collection agency. Note, the original link was opened and within a couple of hours, we knew we could not proceed forward and reached out immediately to cancel, although no payment had been made, we had simply opened the link to review the payment options and was NEVER told of a cancellation charge.Customer response
10/13/2023
I have not heard from the business in response to my complaint.Initial Complaint
08/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are a very small business that signed up for minimal service from hub spot a few years ago, our monthly bill was $63. Our previous staff that signed up for the service is no longer with our company and never acknowledge the terms ect... with our management team. This year when the annual contract came up we told Hub spot sales rep we were not using the software and either wanted to turn it off all together or downsize to the minimum service we were paying before. Our current bill in 2023 at the time of renewal was an exorbitant fee of $318 per month for something we dont use. Our clerical staff explained to the hub spot sales rep that we need to either cancel or reduce back to the original rate. The hub spot sales staff recommended cutting products and said this will get us within our budget, he also said to our clerical staff we can cancel our policy indicating end the payments if we dont use it. When the renewal quote/contract was sent over our staff could not open it to read amounts or terms but clicked on a bunch of things. When we received a new monthly bill of $438 my staff realized that by clicking on the unopened document she had accidentally signed the contract. We later reached out to Hub spot to explain the situation and their sales staff told us too bad you need to pay it and sent my staff to a hub spot contract manager who abrasively handled the situation and would not listen to my staff. We later found out that the agreement had a sliding rate that increased substantially over time, that even though we reduced service we would not be paying even more, something the hub spot representative should have told us at the time of the renewal discussion as well as the new rate obligation. If we were honestly informed of this we would have simply ended the service. These dishonest and predatory sales and contract tactics are unacceptable and are designed to purposely deceive small companies.
Business response
08/29/2023
Hi *******,
Thanks for reaching out. I appreciate you taking the time to share your experience with our team.
For context, if a user is listed as a Billing Contact on your account, they will receive copies of invoices, receipts, orders, and other renewal notifications. Since we don't have insight into the decision makers of your company, we rely on your team to designate the accurate contact for these reasons.
As a sign of good faith, I worked with our Billing team to request an early cancellation. They've approved this cancellation, which is scheduled for August 31, 2023. That said, the terms of your agreement note that we will not provide any refunds of prepaid fees or unused Subscription Fees, and all unpaid fees are due through the end of the Subscription Term. Let
Let me know if you should need anything further,
Chelsea
Initial Complaint
08/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Based on the other complaints viewed on BBB for HubSpot, I wish we had never entered into a contract with this company. We are also a small business that engaged with HubSpot for CRM services in 2020. We pay HubSpot for our services on a monthly basis but have not used the product in well over a year. As a small business during these difficult **************** we had requested to close our HubSpot account on 8/9/23 but were informed that our contract autorenewed on 7/31/23. Our payment terms do not require annual payment, so I do not understand why our contract terms do not match. Also, per HubSpot's "Terms of Service" they do not have to notify customers of autorenewal which an extremely unethical business practice. Customers should be notified and given advance notice to respond or make changes to the renewal. I would agree with other complaints that this is a predatory practice. HubSpot says that sticking to their terms of service allows for a fair and equitable experience for all customers. In reality, this is not fair or equitable whatsoever. I would strongly advise other businesses to look into alternative CRM solutions as the level of service and customer service is not worth the price tag.Business response
08/14/2023
Hi ******,
Thanks for reaching out.
For context, auto-renewal can be turned off at any time. Once auto-renewal is turned off, you'll continue to be charged for the duration of your commitment length, which was agreed upon when you originally signed your contract. With that said, you signed a 12 Month Subscription Term back in July 2020, billed monthly. You can access this contract in your account under Account & Billing > Subscriptions. In that contract, you can also note that your subscription term will automatically be renewed for the period indicated unless we're notified you do not want to renew or you turn off auto-renewal (more information can be found here: ******************************************************************************************************).
In your recent renewal, I can see that our team attempted to contact your Billing Contact *********************** ************************* on July 1st leading up to renewal. This noted the window in which you could make changes to your terms. That said, the terms of your agreement note that we will not provide any refunds of prepaid fees or unused Subscription Fees, and all fees are due through the end of the Subscription Term.
With this in mind, our team has concluded our review of this complaint.
Best,
Chelsea
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