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:10/31/2025

  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.

  I am filing a complaint regarding HubSpots failure to honor my cancellation request and its attempt to collect payment for services I did not ****** October 2025, I submitted multiple cancellation requests for my HubSpot account through *********************** internal support system while still logged in. Despite these requests, HubSpot did not process my cancellation. Instead, I was informed via email on October 23, 2025 that my subscription was scheduled to remain active until September 17, 2026nearly a full year later. The representative stated that canceling sooner would require an internal exception. During this period, I did not use HubSpots services in any capacity.Because my account access was removed during this process, I no longer have access to the internal chat record showing my initial cancellation requests. However, I retained emails documenting my attempts to cancel and HubSpots response acknowledging the delayed cancellation date.On October 29, 2025, I was informed the account was finally cancelled, yet HubSpot is now claiming an outstanding balance and has attempted to collect payment for services that were not used after my cancellation request. I requested proof of any use after my cancellation request, and none has been provided.This appears to violate the **** Click-to-Cancel Rule and HubSpots own terms regarding fair cancellation and refunds for unused services. HubSpot made the cancellation process unreasonably difficult and continued billing after clear notice of termination.I am requesting:Cancellation backdated to my original request date in October 2025;Removal of the alleged outstanding balance and all collection efforts;Written confirmation that the account is closed and no further charges will occur;Refund of any charges after my cancellation request, if applicable.

  Customer Answer

  Date: 11/10/2025

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

• Initial Complaint

  Date:10/27/2025

  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.

  In April 2025, I lowered my marketing contacts below my current tier, expecting the downgrade to occur at my April 20 renewal. HubSpots documentation clearly stated that a downgrade would not happen automatically but implied no further action was required beyond lowering contacts. No mention was made of needing to contact support or sign a new order form.Despite this, my billing never changed, and I was overcharged a total of $600 over several months. I tried resolving this through support but encountered chatbot loops and long hold times. On October 10, 2025, I finally reached a live representative, beginning a more direct exchange.On October 17, I received an email stating I must link in with HubSpot support to downgrade, citing documentation where this language does not appear. On October 22, I received a second misattribution: the requirement to sign a new order form was incorrectly cited as being in the Product Specific Terms. After I pressed for accuracy, HubSpot finally directed me to the original contract, where this language did appear.Although I ultimately conceded the refund request on October 27, I remain concerned by the repeated misquoting of contract terms, unclear downgrade documentation, and the burden placed on me to identify and correct their errors. I spent 68 hours and exchanged approximately nine messages to resolve something that should have been transparent from the start.This is not about disputing the contract itself, but about HubSpots lack of clarity, misattributions, and poor communication practices. I hope HubSpot will revise its customer-facing documentation and internal training to prevent future customers from facing similar frustration.

• Initial Complaint

  Date:09/29/2025

  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.

  HubSpot induced us into a 12-month contract by misrepresenting the capabilities of its software and the value of its onboarding services. The representations made during the sales process were materially false and misleading.We were assured the product would meet our business needs. After signing, we discovered that essential features were unavailable at our contracted tier. Even basic reporting metrics, such as close rate %, required the purchase of an entirely different subscription **************** Pro). In addition, features that existed in our $300 plan were removed when we upgraded to a package costing over $3,000. When questioned, HubSpots representatives stated we would need yet another add-on (Marketing Pro) to restore them. At no point was it disclosed that upgrading to a higher-priced plan would result in the removal of previously included functionality.We have not even remitted payment under this contract, yet HubSpot claims it is fully binding and refuses to allow cancellation. Unlike nearly every other **** or CRM provider, HubSpot provides no satisfaction guarantee, no 30-day cancellation right, and no remedy for misrepresentation.When we raised these issues, HubSpot categorically refused to negotiate in good faith. They would not allow a downgrade, amend the contract, or make a one-time exception. The only solution offered was additional onboarding hours, despite the fact that our assigned onboarding partner failed to provide answers or solutions in the first place.This constitutes misrepresentation, failure of consideration, and an unfair and predatory business practice. We respectfully request that HubSpot cancel this contract in full and release our company from any financial obligation.

  Customer Answer

  Date: 10/10/2025

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

• 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.