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: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.

• Initial Complaint

  Date:05/07/2025

  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.

  HUBSPOT SCAMMED ME I have been using Hubspot for almost 1 year now and have consistently had the same issue with them. For starters, I had a lengthy sales process to purchase a package from $20/m to $800 USD/m to attempt to fix this issue. Every time I get leads, they get automatically put as "Marketing Contacts," which I am not allowed to change until the 1st of every month, yet as you may read in my email, they charge me for the amount I have, even though I attempt to reset it every single day Not only that but they are now charging me an extra $500 USD/month that they will not refund me because "I went over my marketing contact limit," when in reality I have not used any of the marketing contacts and have reset them and TURNED THEM OFF before it ever went over 2000 (Which was my original limit that I agreed too)This company preys on the fine print in their contracts and THEY WILL S**** YOU OVER, the customer support was also horrible, gave 2 cookie cutter responses and didn't even follow up after providing the proof.From my experience I advise to stay FAR away from this company unless you want to get overcharged for services your not even using!

  Customer Answer

  Date: 05/17/2025

  I have not heard from the business in response to my complaint. - I have the emails from this experience 

• Initial Complaint

  Date:04/22/2025

  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 have used Hubspot for awhile and have been happy. However, I needed an automation feature. Their sales representative explained the upgrade required (I have upgraded before so I knew the process) to do what I wanted to do. I went ahead with the upgrade and 12 month agreement.When I tried to setup the feature we had discussed it was explained that I would need a much larger upgrade, with a minimum of 4 seats I don't need, to do that. They also offered a manual workaround, but I wouldn't have needed to upgrade at all if I wanted to do the process manually.I thought oh well, I'll switch software (it's a common feature) and downgrade to the free account. Unfortunately, after multiple emails with Hubspot they insist I pay the monthly fee until October. I explained they misled me and that lying to get money is fraud in my book, but they insist they would send the account to collections if I don't pay it. Their system won't let me remove my card on file.I am asking for the contract to be terminated now and the account be downgraded to their free account. It's under Big ******** ********** ****************************

  Customer Answer

  Date: 05/02/2025

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

• 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.