ComplaintsforHubSpot

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August 2022, I subscribed to Hubspot after extensive discussion with one of the sales team members. I decided to subscribe because I was under full impression that the **** ***************************** was going to provide funding they promised through the ******************************* I, and ***** small business owners in the food and beverage industry signed documents in 5/2021 for this ***** which was not fulfilled. This news came via email in June 2021. A year later, in 8/2022, the U.S. ***************************** stated that they planned to allocate $180 million in funds that hadnt been distributed which gave me full confidence I would receive some or all of the ***** funds I was approved to receive.On 10/25/22, I learned the U.S. SBA would not have enough funds, and I would not receive anything. This decimated my small business and in 11/2022 I had to layoff all employees and cease all business operations. I wrote to the Hubspot salesperson and stated that I never used the software and requested that he help me cancel the subscription. They salesperson did not respond. When writing to him, I suspected this would not be an issue since I never used the software, nor did I book any time with their onboarding team to learn the software. Hubspot did not have to perform any service whatsoever and I would like to request that Hubspot cancel all invoices and clear away any amount they are looking to collect.

  

  Business response

  08/03/2023

  Hi ******, thank you for raising this concern. Please see Section 4.3 of HubSpot's Terms of Service for our policy on early cancellation, refunds, and unused subscription fees. 
  
  After reviewing your account, our Billing team made several attempts to reach you and discuss payment options for your account's unpaid balance. We did not receive a response from you. As a result, the amount has been transferred and will remain with **********.
  
  Thank you, 

  Customer response

  08/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear team Hubspot,

  I understand and appreciate how Hubspot needs to hold certain standards and agreements. The amount of calls, emails, texts I have fielded has been enormous and I apologize for missing any calls from Hubspot. As I've shown, I reached out to Huspot via email to request a cancellation but no one responded. I was the only operator for my business and didn't have anywhere near the bandwidth to keep up with all the correspondence. The losses I've experienced have also heavily impacted my mental and physical health. I have lost my business, my employees had to be laid off, and I lost my home in May 2023. I'm currently without a place to live. 
  
  From 2012-2018, I sold technology products and memberships for well known ************** tech companies. The decision makers were small business owners on to enterprise companies with multiple stakeholders, including C-suite. There were instances where these businesses needed to be forgiven for anything owed. It was an act of good faith, and it was a wise and empathetic decision. Many of the businesses came back when they could afford out products. Later, when I became a business owner, I was asked for refunds by customers at different times, and that too was a wise decision. Many used our services again just because of the willingness to provide a refund.
  
  Due to the exigent and unforeseen circumstances I have experienced, I plead with you to forgive any amount owed. I would not make this request if I or my team members used Hubspot for any length of time. As your Product and ****************** teams can verify, we did not utilize Hubspot. The furthest we got was logging in a few times and to look at the tools in hopes of building out something special. That day never came.

  I hope the decision makers at Hubspot will consider my request and forgive anything owed. I'd be thoroughly appreciative. 

  Sincerely,

  *************************

  

  Business response

  08/14/2023

  Hi ******, 

  We appreciate the added context and feedback. 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. Your contract was terminated early in November 2022 due to non-payment, and the final balance is owed for the service period through this time. With this in mind, our team has concluded our review of this complaint.

   

   

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We paid 27k for CRM services through HubSpot and were mis-sold a consultancy package that was never refunded. Instead of responding back to us, our Account Executive was barely responsive, only "helping" by sending an email. Additionally, the billing and collections departments never returned emails, and no one returned calls. After a month of waiting on minimal response, our account got locked, forcing us to reach back out regarding the refund. The customer service team has no way to help us get a phone call with billing and we had no response from the customer success team. We saw our account balance zero out today, 6/30/23, with no trace of a credit or what they did to remove the charge, which is deceptive. We still have not heard anything from the business on the balance change.

  Customer response

  07/11/2023

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

  

  Business response

  07/13/2023

  Hi *****, thank you for bringing this concern to our attention. We're reviewing your account and past invoices related to the consulting packages purchased. Our team will reach out to you directly to connect and discuss further. Please be on the lookout for that correspondence, and thank you for your patience. 
  
  Kindly,
  The HubSpot Team

  Customer response

  07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against HubSpot. I have recently encountered a distressing situation with their terms of service that has placed my small business under extreme financial hardship. The crux of my complaint lies in HubSpot's inflexible payment policy, which is causing severe financial strain for my small business. Unlike industry standards that allow users to either pay month to month or in full, HubSpot has locked us into an exorbitant contract that requires payment of over $8,000+ for services we no longer use and are financially unable to afford. This is not only a blatant disregard for the financial challenges faced by small businesses but also a predatory practice that is detrimental to our survival.As a small business owner, I understand the importance of entering into contractual agreements and fulfilling obligations. However, the current circumstances have forced us to no longer afford the excessive cost of HubSpot's services. Despite our best efforts to communicate our financial hardships HubSpot has remained steadfast and unyielding, demonstrating a complete lack of empathy and understanding for the struggles faced by small businesses, even though based on previous resolutions they have cancelled contracts for businesses under duress (without having to file for bankruptcy).I strongly believe that HubSpot's actions violate both ethical and legal principles. By enforcing rigid payment terms that ignore the financial realities of their customers, they are engaging in exploitative practices that target vulnerable businesses like mine. Please conduct a thorough investigation into HubSpot's business practices and holds them accountable for their predatory actions. Furthermore, I implore you to raise awareness among small businesses about the dangers of entering into contracts with HubSpot and encourage them to seek alternative marketing solutions that prioritize their financial viability and success.

  

  Business response

  06/30/2023

  Hi *****, thank you for bringing these concerns to our attention. Our team will review further and be in touch with an update. Please note that HubSpot offices are closed globally from July 3 - July 7 but we will follow up upon our return. Thank you for your patience. 
  
  Kindly, 
  The HubSpot Team 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The reason why we chose hubspot, is they sold us on their integrations... this was of utmost importance to us.... Their integration worked for the first month, but then It stopped working... for numerous months thereafter, we tried problem solving this... but it was just a bunch of back and forth with no end in sight... we spoke with their Customer resource Manager, she promised 1 more shot to correct it and if they weren't able to fix it with new information then we can work towards the cancellation... Well, we gave more information, but that wasn't enough... they continued to ask for another shot.... when we confronted the manager, we told her, "you asked for one more shot and you understood this had already taken forever, if you were unable to solve it we would work towards a cancellation".... Why are you asking for more information? she had no response other than "we needed this new information thats requested not the last information".... after months of it not functioning correctly, we put a stop payment for this; we were now paying TOP DOLLAR for a product that didn't work as expected and AS PROMISED!!! now, they are trying to take us to collections....

  

  Business response

  06/29/2023

  Hi ****, thank you for bringing these concerns to our attention. As of June 20, 2023, your account has been canceled. Regarding the outstanding balance, our team will follow up with you directly. Please be on the lookout for that correspondence. 
  
  Kindly, 
  The HubSpot Team 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi,Hubspot sets up marketing plans where you pay for the number of contacts and they update the billing every 3 months based on your contact number at that time. You can delete/remove contacts prior to billing to adjust the number.In October 2022, I was aware that the contact tier was upgrading. They automatically upgrade a week before billing. I had cleared contacts out before the billing date, but the contact tier did not automatically correct. They offered to correct the pricing, but at the expense of extending my marketing contract through November 2023, I did with the understanding I could set contacts as "non-marketing" and reduce future bills based on usage.They also let me know of the ability of a new feature to set clients as "marketing" or "non-marketing" and their materials reflect that you only pay for the customers that you want to market to. This was not presented as a new contract need. Today, they say that I'm locked into a contract tier and that the setting as marketing/non-marketing was separate.6 months later I'm finally wanting to switch a large chunk of contacts to non-marketing prior to 3mo renewal. They're saying that the marketing/non-marketing is a different plan and that once I upgraded contact tiers, I am not able to get contacts below that level. This is very different than what was explained to me in November.They were willing to go from ***** to ****** contacts which was the contact level at the time of the extension through November, but the contacts I want to mark as non-marketing/marketing has me closer to *************************************************************************************************************************** Oct/Nov 2022 The billing should reflect the ~****** marketing contacts (rest non-marketing).There are base fees with marketing too, not just the contact levels. I should be paying just the marketing base fee + ***** contacts through Nov 23 as was explained to me at my Nov extension.

  

  Business response

  05/07/2023

  The HubSpot team has made a mid-contract adjustment to a lower contact tier. We have also offered a quote to remove ****** contacts and switch to our marketing contacts model. This quote does not lock the customer into a new two-year agreement; it will go into effect immediately through November 2023.
  

  
  

  Customer response

  05/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  My reasoning is that while they are going part way to remove some contacts, the understanding of the agreement i signed up to was that I would only pay for contacts that I was marketing to when I extended the agreement based on contacts in 3 month intervals. I finally moved to remove contacts and when completed will leave me closer to 10K contacts vs. the *****K they are coming down to.
  
  This leads to hundreds of dollars of extra charges I was not expecting as I'm paying excessively for inactive/opted out etc contacts.
  
  Regards,

  *********

   

   

  

  Business response

  05/11/2023

  As mentioned by our Contracts team, the minimum number of contacts that we can offer is ****** due to the fact that you agreed to that tier on your November 2022 renewal date. We are unable to downgrade your account to ****** contacts.

  Customer response

  05/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Response:
  During the time of that renewal I had spoke with the rep about the ability to only pay for the active marketing contacts as evidenced by our conversations shared, and the one-page marketing document that reads that now we only would need to pay for the contacts marked as marketing. It was not made clear that this was a separate plan than being agreed to at the time of renewal, this was a clear concern of mine in the conversations with my rep. ****** later I finally got to the point of removing contacts to find out that I'd be paying for the last upgraded tier, even if my marketing contacts or total contacts were lower than the number agreed, even at 3-month renewal.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alexander

   

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for one of their plans in 11/2022. The plan was for $1,500/month. When I signed up promises were made by sales person that were not true. And after we both found out the service would not be usable for me unless I paid a 3rd party $5,000 to set it up correctly, Hubspot essentially said sorry but you are on your own. They would not let me cancel my plan, even though they knew the service wasn't usable for me. After speaking with many team members, including contract specialists, they said they are unable to help me cancel my plan and are trying to force us to pay for a service that we cannot use.At this point, it feels borderline illegal what they are trying to do. Force us into staying in a contract, knowing we cannot and do not use their service. Also, they have become increasingly demanding and are threatening to send us to collections. We simply wish to discontinue paying for a service that we cannot use.

  

  Business response

  03/31/2023

  Hi *****, 
  Thank you for bringing these concerns to our attention and Im sorry to hear that HubSpot did not meet your needs. At this time, your contract has been canceled, and you no longer owe fees through the end of your initial commitment term, November 2023. If you have any other questions, let us know. 
  Thank you,
  
  Tell us why here...

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,Dates are a bit foggy, but not critical.We engaged with HubSpot **** to be our software provider sometime in late 2021. Our bill started out at around $1,000 a month and the bill was being inflated incredibly fast. After being onboarded into the platform I found out we had to pay to send bulk emails to our contacts. This started to grossly inflate our bill. Approximately 10 months later our bill was around $1,800 a month. This was not sustainable especially for a startup. Reached out to HubSpot and decided to reduce any and all features in effort to reduce the monthly cost of our bill. Contacted HubSpot and advised them of the issue, and we wanted to remove a feature which was adding $500 a month to our bill, the rep indicated (and we have it in writing) that our account was up for renewal and that we would be subject to new pricing. The quotation after removing the $500 feature was $2,200.... That is right, it increased! We challenged HubSpot on how they can justify removing a $500 month feature and rather our bill decreasing to save costs, our bill INCREASED.They claimed we were subject to new price increases. Using rudimentary math our bill should have decreased from $1,800 to $1,300 rather it was $2,200 for a net difference of $900 a month in value/costs which equates to a 70% increase in 10 months!After we made a huge fuss they came back and started to negotiate and beat their pricing down which they ultimately settled on around $1,900 or so which included removing that feature.Our point of view is:- They are bait and switching. Luring us in to create stickiness with their platform. - Then they start charging us to do basic things like sending bulk emails * We later found out other CRMs do NOT even charge for this!- They arbitrarily justify huge cost increases - Hold your data hostage Extremely poor business practices.Now they are seeking $2,000+ for the last month even after we cancelled and have not used their service.

  

  Business response

  02/17/2023

  Hi *****, 

  Ive investigated this claim and would like to address the pricing changes and discrepancies highlighted here. When HubSpot was purchased in 2021, your account included our Professional tier Marketing Hub product, which does allow the ability to send bulk emails. As your database grew, the number of Marketing Contacts in your account also gradually increased. Our Marketing Contacts pricing structure ensures that you are only paying for the contacts you are actively marketing to and not paying for extra records. The monthly cost increase reflected the increasing number of Marketing Contacts added to your database. 
  
  Later that year, our team responded to a request to discuss available tools included in our Enterprise tier Marketing Hub product and worked with you on a subscription upgrade to access those additional features. A new contract was offered to remove a specific product from your subscription, which impacted the original discount applied to your subscription and reflected other pricing changes. I recognize that financial investment was a driver of this change, and we could have better clarified in that conversation how removing the item would influence the discount structure and more proactively worked to get you to a price that you were comfortable with. 
  
  While your commitment term has now ended, the balance is owed for the remainder of your contract while the subscription was still active. Please let me know any other questions. 

  Thank you,

  Customer response

  02/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  I do not accept this response from HubSpot. They failed to address key points in my complaint and rather, they simply try to justify their predatory pricing model. 
  
  The issue here is that I was told we can send bulk emails but they never indicated to send a bulk email that the user has to convert the contacts into a marketing contact to send such emails. So a simple one time email means we have to convert the contact into marketing contact which we have to pay in perpetuity or remove them as a marketing contact in which case we can never email them again.  
  
  This is the sole reason our database got blown up with massive amounts of marketing contacts which we never emailed more than once.  We do not do regular news letters like an online store or and continuously outreach. Had it been clear from the beginning during the numerous discussions we had with HubSpot s sales support we never would have engaged but we were lured into the platform with what they claimed was a preferred pricing model only to be gouged along the way.
  
  
  Over the course of the ***** months we paid approximately 18k or more for this platform which was half of our revenue for 2022! This was not sustainable. 
  
  Furthermore, we found out this was unique to HubSpot and all other CRMs do not consider a one time email to a client as a marketing contact. 
  
  Secondly, to hit a client with an absurd ***** price hike when the client is removing a $500 a month service is just downright wrong. We felt no improvement in our costs rather it increased while at the same time we did not acquire additional marketing contacts beyond what we had already acquired. This was a pure predatory rate hike knowing most clients will have a hard time leaving the platform once on-boarded. 
  
  Additionally, we made HubSpot aware we were not using the platform for the last two months and we did not long in and use any services. Also, the account was locked out for a period of time as well. So to claim while that this was active is not entirely true. 
  

  
  Regards,

  *****

   

   

  

  Business response

  02/28/2023

  Hi *****, 

  I appreciate the added context and hear your feedback that our Marketing Contacts structure did not meet your marketing objectives or scale with your financial growth. With regard to your account, our team confirmed that the contract commitment term was set to end on January 27, 2023, and access is only restricted after a period of nonpayment. 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. In your case, your subscription was terminated early on December 30, 2022, due to non-payment, and the final balance is owed for the service period through this time. With this in mind, our team has concluded our review of this complaint.

  Customer response

  03/01/2023

  We are going back and forth and making no progress to a resolution and truthfully no effort being put into getting to one.  Rather, what I see is both of us digging ourselves into the ground on this.  Although I firmly disagree as I feel like I was miss lead from the beginning... I am willing to offer $500 to settle and move on.  Anything else, I am willing to deal with it however you wish you to proceed.

  Nonetheless it appears we have ran our course here at the BBB. 

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a bundle from Hubspot in the first year - I believed the discount to be due it being a bundle deal, but this turned out not to be the case. There was an auto-renew function on the purchased that triggered while I was away. Turns out the bundle was only available for one year and after that there was no bundle and I had to pay for all the software separately - half of it which I never use. When I alerted a Customer success rep to this issue on a call, but they never followed up. Thus, I reached out to my account manager, who connected me to the contracts team and they refuse to resolve this issue. Thus, they continue to charge us for products we do not use.

  

  Business response

  02/14/2023

  Hi ****,
  
  I understand you missed your auto-renewal and are looking for a contract adjustment. We would be happy to adjust your functionality to reflect only what you're using. Please let me know which functionality you're looking to keep.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In August 2022, we purchased software from Hubspot. Prior to purchasing this, our executives attended a demo, met with sales reps, and made sure this would suit our needs. In January, I was hired an operations manager to help manage our subscriptions and tools. I realized right away that we were not applying for and taking advantage of the nonprofit discounts available to us with the 501(c)3 status that we hold. Hubspot advertises that they offer up to a 40% discount for eligible nonprofits which you can view here: *************************************************. I filled out the application, provided documentation, and within a couple days, received an email granting us the 40% discount. This discount is only available for certain products, but we do use one of those products that is eligible. After talking with support, they handed me off to another department. Everyone I've spoken to has said they only offer this discount to "new" clients, and that they will never be able to apply it to our account as we will always be considered an existing customer...forever. This is absurd as they never even informed us of it when we were a new client and told them we were a nonprofit. I find this to be deceptive in order to make a bigger sale. Even my email attached says it can be applied to our next contract cycle, but the employees are telling me already that we won't be eligible. I feel they have taken advantage of us.

  

  Business response

  02/10/2023

  Hi Chianne, 

  
  Thank you for bringing this to our attention. Im reviewing the information provided here and the communication with our teams internally at the time of your purchase. If we need additional information from you, Ill reach out directly to the email provided and will be back in touch with an update on the resolution after our review. 

  
  Kindly,
  

  
  

  Customer response

  02/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They said they are reviewing this and will reach out to me directly if they need more info. This is not a resolution. I have not received any personal communication from Hubspot or a resolution to my issue.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Chianne

   

   

  

  Business response

  02/23/2023

  Hi Chianne, this matter is still being reviewed. I appreciate your patience and will be back in touch with you here once we have a resolution. 

  Customer response

  02/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business is still investigating and has not provided me with a resolution.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Chianne

   

   

  

  Business response

  03/17/2023

  Hi *******, thank you for your continued patience on this matter. Our team has reviewed your situation further and recognizes that there was an opportunity to discuss our Nonprofits program with your team further during the Sales process. We've offered you a new contract with this discount reflected for the next 12-month period. Thank you again for bringing this to our attention and allowing us the opportunity to correct your pricing. 

  Customer response

  03/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We cancelled our Hubspot contract and paid our past dues in December of 2022. We were assured, multiple times by multiple company representatives, that our contract cancellation will be honored and we will not receive any more invoices as we already paid our past due invoice. They continue to harass us and send us invoices for our dues that are already paid. When asked for proof, I provided them with our contractual agreement and our email conversations. They ignore my emails and continue to send invoices, then when I told them once again it is a mistake, they keep asking for proof I already gave them. This is harassment and fraud. They refuse to cancel our account and continue to ask for "proof". I looped in all of the representatives I spoke to on the same email, gave them our contract, gave them our proof of invoice payment, and gave them the conversation IDs to prove that we were told multiple times that 1. our contract is cancelled, 2. we only have one outstanding invoice, 3. we paid that invoice in full and no longer have obligations to pay them. They refuse to answer my emails and instead continue to ask for the same proof I already gave them, or else they will continue to send our invoice to collections even though we already paid it.

  

  Business response

  01/31/2023

  Hi *****, 

  Thank you for bringing this issue to our attention, and I apologize that this has been a frustrating experience. Im reviewing the information provided here and the communication with our teams internally. If we need additional information from you, Ill reach out directly to the email provided and will be back in touch with an update on the resolution after our review.

  Kindly,

  
  

  Customer response

  02/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I requested to cancel my contract and we paid all of our outstanding invoices in December 2022. We were assured multiple times that we did not owe anything else. Suddenly, in January of 2023, we were told that we owed more money. After going back and forth with ********************************* and ******* ***** for months, who repeatedly asked me for information I gave them over and over again. Eventually they produced an invoice I have not seen before, but they agreed that they would waive the invoice and I would not owe anything, and they admitted that this was because of a miscommunication on their part. Now they are saying we owe $715, and the "Finance Team" put this balance on our account, because it was a balance accrued from December to Jan 23rd, when they cancelled our account. Even though I cancelled my contract IN DECEMBER and requested MULTIPLE TIMES to cancel my account. ********************************* and ******* ***** assured me I would not be charged anything more and that my account would be terminated in March 2023. I requested to cancel anyway so this exact situation would not happen. The Jan 23rd date is made up and Hubspot refuses to produce proof, while I have plenty of proof, receipts, and copies of emails that show I initiated this in December, and that my contract was cancelled in December, and I was assured in December that I would not owe anything. The "finance team" adding $700 to my account because we "accrued" this balance from December to Jan 23rd makes no sense and is completely exploitative. They are trying to charge us after they assured us we wouldn't be charged and that the invoices were Hubspot's mistakes. Hubspot is extremely fraudulent, and ********************************* and ******* ***** should be fired immediately. We are taking legal action against Hubspot, *********************************, and ******* *****. These charges are 100% fraudulent and they cannot produce any proof or calculation of debt owed. Jan 23rd is a made up date. Hubspot should be investigated. 

  

  Business response

  03/07/2023

  Hi *****, 
  

  Our teams are working with you directly regarding the outstanding balance. Please expect an update on this matter through the existing email correspondence. 

  Thank you, 

  
  

*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. ↩