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:11/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company automatically renews subscription and cannot get out of monthly ******** without them sending my company to collections.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I run a small business that leverages Hubspot for sales and marketing. We reached out to the company to note that one of the new products they signed us up for, as part of a discount, is not doing what it's doing, and now we're being charged more for both products. I reached out to the customer success folks, they didn't resolve the issue but promised to do so. We agreed on a meeting time, then they changed it last minute, effectively forcing an automation on billing on their side. Now I am stuck with another year of subscription of a product that I don't want and one that doesn't do what is advertised. This hurts us during a year where we're still recovering from a disaster.

  Customer Answer

  Date: 11/26/2024

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

• Initial Complaint

  Date:10/31/2024

  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.

  Paying $2000/month on a one year contract. Promised training, support etc. but did not satisfy just referred us to videos. Hubspot does not connect with our POS provider lightspeed. Hubspot indicated that solutions are available but we have tried and there is none at this time. It has been a complete waste of money. Our only use is as a platform to send e-mails to customers.When we spoke to them they say it was a 2-year contract but it is a one year. the contract was auto-renewed. Auto renewal was never discussed.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a year thinking it was going to help business. My account ********** We evaluated the program it didn't go as planned. We're a small company and their services are too broad for us. And I want to cancel my auto renew and there was an error, and it wouldn't let me cancel. I've called them, I've emailed them and there was no response. Canceling something shouldn't be this hard.

• Initial Complaint

  Date:10/14/2024

  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.

  I am filing a formal complaint against HubSpot due to their failure to resolve a critical access issue and their deteriorating customer support. Ive been a paying Enterprise customer for over 8 years, with up to five company accounts, and **** spent over $7,000 Cdn. annually on their service. Despite this long-term relationship, HubSpots service has significantly declined.For over 10 days, Ive been locked out of my account due to two-factor authentication issues. Despite being told repeatedly that the authorization was reset, the problem persists. Ive exchanged 20+ emails, provided video evidence, filled out redundant forms, and received no resolution. Every attempt to escalate to tech support has been met with delays and excuses.HubSpots once-reliable platform has shifted focus to acquiring new customers and implementing nonsense upgrades that add little value, while basic functionsavailable in other software for 1/5 the costhave become unreliable. I rely on HubSpot for critical business operations, including communications with investors, and being locked out is severely impacting my company.I want to warn potential customers that *********************** customer service has become unreliable, even for Enterprise-level clients. Despite 10 days and countless attempts, HubSpot has failed to resolve this issue, which has caused serious disruption to my business.Thank you for your attention to this matter.

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** SUBSCRIPTION FOUR MONTHS AGO. HUBSPOT REFUSES TO STOP CHARGING ME AFTER FOUR MONTHS. AFTER CANCELING SUBSCRIPTION, WE HAVE NEVER USED ANY OF HUBSPOT'S SERVICES A SINGLE TIME, YET HUBSPOT KEEPS CHARGING US. WE HAVE SENT MULTIPLE EMAILS TO THE COMPANY'S "COLLECTIONS" DEPARTMENT, ALL ARE IGNORED. THE COMPANY HAS A D- WITH THE BETTER BUSINESS BUREAU, PRETTY MUCH SUMS IT UP.

• Initial Complaint

  Date:08/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First and foremost, Im not trying to be a complainer or cause issues. I love hubspot and hope we can reach a resolution as I really want to maintain our partnership.Ive been a former hubspot partner on and off for the past four years. We had a special deal which did not require certain aspects of the engagement and reduced/eliminated the requirement for a service package. Now, when trying to onboard a new client, this package and partnership was eliminated and I think the person who offered it is no longer at Hubspot.I would simply like to have my old structure back in which we received 20%+ commissions in perpetuity for referrals without requiring a monthly spend.

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain about the deceptive tier structure and billing practices I have experienced with HubSpot a US software company based in ************************************************************************* . Initially, I subscribed to a plan costing $75 per month. However, I was shocked to find that my subscription cost had suddenly increased to $220 per month. Upon raising a complaint, I was informed that the increase was due to a higher number of marketing contacts, many of which were duplicated. Using HubSpot's tool, I cleared the duplicated contacts and reduced the number accordingly. Despite this, I continued to be charged $220 per month.After three months of back-and-forth communication, during which I repeatedly requested the cancellation of my subscription, HubSpot refused and insisted on enforcing the annual contract. I asked them to honor the offer they had sent to revert my fees to $75, but they refused and became increasingly aggressive. The representatives I interacted with were ****************************, ********************* (Contract Manager), and ******************* (Contract Manager).Eventually, my account was canceled, and I received a collector's notice for the $220 monthly fee. This is unacceptable, as I never agreed to the $220 monthly fee, and the offer to revert to $75 indicates acknowledgment of their system's fault.Since my account was suspended in March 2024, I have not used HubSpot's services since February 2024 and should not be held liable for payments for a service I am not using. The conduct of HubSpot has been highly unprofessional and exploitative, particularly towards small businesses struggling in the current economic climate.I do not recommend HubSpot for any startup or small business. It is regrettable that HubSpot was initially recommended by accelerator programs for startups, as this has proven to be one of the worst investments ever.I demand that HubSpot cease any further harassment regarding payments and rectify this situation immediately.

  Customer Answer

  Date: 08/18/2024

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

   

  They hired a collector company that keeps harassing me asking me for 220$. 

   

  They cancelled my account and refused to make a refund 

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Horrid customer service. In the chat, they basically told me that because I'm on the "free" plan, I don't get treated like one of the "elites". That's a problem in and of itself, however, I was calling SALES to actually start giving them thousands of dollars a month. But now - I will go elsewhere. On the initial call, it was a very unprofessional pick up by the agent, it made me uncomfortable. Then after some strange 'hellos' from the agent, I heard someone else coaching him in the background. I was in a hurry at that time and did not want an unprofessional call by someone who was not knowledgeable and then have to wait for a back and forth between multiple people between each communication. He refused. Then, the agent from the chat that I started after the call, just agreed with him, told me tough luck and then told me I'm lower class so they don't care. What a HORRIBLE business. Funny, I transcribed the call on Otter AI and even their summary of the call agreed with me! Goodbye.

  Customer Answer

  Date: 07/06/2024

  [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

  Date:06/05/2024

  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.

  Since we started with Hubspot on 4/28/22, I have spent $24,152.41 on them. Our issues began during onboarding when we lost 42 monthly donors who were supposed to be migrated from Stripe, as promised. Despite this setback, I decided to move forward, but the problems have only continued.On October 2nd, I reached out multiple times regarding malfunctioning automation and workflows. By October 6th, despite meetings and several video sessions, these issues remained unresolved, and communication from the customer success team ceased.Further, I sent emails to the sales team on November 8th and December 9th (the latter), which went unanswered. While ***** initially responded about the cancellation process, my follow-up received no reply.HubSpot's platform has proven inadequate for nonprofit donor development. Not only did we lose our initial 42 donors (of which I managed to recover 11), but due to the customer success teams lack of expertise, we failed to meet any of our financial goals for 2023. I attribute this failure directly to HubSpot.While I could argue for a refund, I prefer to move on. We have already transitioned to a different CRM tailored to donor relations and are now performing well. The sales team made promises that were not fulfilled, and the customer success team, despite their efforts, could not provide the necessary solutions. The information provided was outdated, and staff frequently needed to "look into things" without resolving our critical needs.The onboarding experience for SalesHub was very poor. The representative was unaccommodating, a poor communicator, and appeared to lack subject matter expertise. I am deeply disappointed with the service HubSpot provided and its negative impact on our organization. I have not used HUBSPOT since the end of February. I believe I have a strong case for a refund, but would rather just part ways.