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:02/02/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/23/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 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

  Date: 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 Answer

  Date: 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

  Date: 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, 

  
  

• Initial Complaint

  Date:01/05/2023

  Type:Product 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.

  Someone used our debit card number and made a purchase through HubSpot. We did not authorize this purchase. We filed a dispute with our bank (America ******************* for the unauthorized purchase. America ****************** stopped the payment to HubSpot. America ****************** processed our dispute request accepted the request and returned the money to our account.We received a letter from *********************************, **************************************************************************** HubSpot on December 28, 2022 demanding payment for HubSpot. Because we did not make this purchase and do not owe the debt we request help from the Better Business Bureau to resolve this issue.

  Business Response

  Date: 01/13/2023

  Hi *********,

  Thank you for bringing this issue to our attention, and I apologize for any inconvenience this has caused. Im reviewing the information provided here and the initial transaction with our teams internally, as well as the outreach from the collections agency. If we need additional information from you, Ill reach out directly to the email provided here and will be back in touch with an update on the resolution after our review. 
  

  Kindly,
  

  
  

  Customer Answer

  Date: 01/15/2023

  [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,
  
  *********************************

  Customer Answer

  Date: 01/17/2023

  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. 

  This claim has not been resolved to my satisfaction. Please do not close the complaint. I have not received an answer from HubSpot yet.  Please keep this complaint open until the issue has been resolved.
  
  Thank You
  
   
  
  ***** and ************************* 

  Business Response

  Date: 01/17/2023

  Hi *********, 
  
  This complaint is still under thorough review and will not be closed by HubSpot. Please expect an update here on the resolution after our review. Thank you for your understanding and patience. 
  
  

  Business Response

  Date: 01/20/2023

  ********* and *****, after reviewing your complaint, we've asked our third-party collections agency to withdraw the account, meaning they will not continue to follow up with you for payment. If you have any further questions, let us know.

  Customer Answer

  Date: 01/23/2023

  [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

  Date:12/18/2022

  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.

  Ongoing issues with HubSpot, still unresolved given my earlier complaint. I have been in conversation with HubSpot for more than 4 months to try and correct our subscription package that keeps getting messed up by this company. We are a small, non profit ******** organization who is being treated badly by HubSpot despite being a customer for over three years. We have seen despicable customer service and a very low interest in resolving our ongoing issue. I deplore the BBB to investigate this company for unfair business practices, particularly for non profit organizations. Our rep has been trying to fix this error for more than 2 month!

  Business Response

  Date: 12/20/2022

  Hi ****, 

  I'm reaching out regarding your latest complaint to the BBB on 12/19.

  I connected with ****, who shared that the quote has now been processed and some additional clarification around pricing was also shared. I'll be connecting with the relevant teams internally to ensure the feedback is received. 

  As an additional note, I had responded to your previous complaint through the BBB last week but did not receive a response. From what I can see, everything looks squared away on your account. Do you have additional questions that have been unanswered that you're still looking for insight on? Feel free to send those along here. 

  Best,

  Chelsea 

   

  Customer Answer

  Date: 12/20/2022

  [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:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Calling out HubSpot for ongoing dubious business practices. Our organization has been a loyal client of HubSpot for three years. Each year, as we work towards renewing our service, we enter into this Bait and Switch dance with various sales reps. **** all say they are going to work to resolve our (ongoing) issue and each time, HubSpot FAILS! We have been oversold and upsold a whole bunch of services that we did not want and DO NOT NEED. We have had to keep our Sales Pro subscription despite having asked for it to be removed from our account repeatedly. We have been told that we are receiving a substantial discount when in fact we can get the same price from HubSpot via TechSoup. **** have tried to get us to enter into a long-term agreement with them in spite of clear articulation of our concerns about their business practices. We are a non-profit organization! HubSpot should be ashamed of themselves and their account reps **********

  Business Response

  Date: 12/06/2022

  Hi ****, 

  Thank you for taking the time to reach out to us about your concerns. 

  Taking a look at your account, I am no longer seeing an active Sales subscription. Your newest quote, shared 12/6 (https://app.hubspot.com/checkout/4892717/quotes/28YNYG2XN31QC8VO ) will bring your contract back to the ****** ************* tier. It reads ****** additional contacts in the quote as your account comes included with ***** to begin with. This reflects the original ask of 42k contracts.  

  Regarding your renewal experience, I'll certainly connect with the appropriate teams to deliver this feedback. That said, please respond to this email should you need additional support with your account. I'm happy to help! 

  Best,

  Chelsea 

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair 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.

  Im receiving scam fraudulent text messages thats using the HubSpot platform. I have contracted Amazon and they have instructed me to disregard the text message. Amazon has stated they did not send the text message related to my Amazon account being locked. HubSpot should be aware of their platform being used for fraudulent purposes.

  Business Response

  Date: 11/15/2022

  Hello, 
  
  Thank you for bringing this to our attention. I apologize for any inconvenience or alarm caused by this outreach. Our team was notified of this and has already taken appropriate action to mitigate further issues. 
  
  Thank you, 

  Customer Answer

  Date: 11/23/2022

  [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:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 continues to charge a subscription for a product I do not use. I had signed up for a start up discount trial and realized that I could not learn the system as it was too advanced. I called to notify after the purchase and they stated I needed to continue paying $139 for one year, since I signed a contract for 1 year. I paid 1 full year already for a useless software. The autorewal for the second year started at $695 per month. I cannot pay it and notified them I dont use the software. They stated since I did not cancel prior to the auto renewal I need to pay $695 per month for another year, this is a complete scam as I notified them this software is not even in use and I havent wanted it since the 1st year second month of purchase.

  Business Response

  Date: 10/27/2022

  Hi ******, 

  
  Thank you for bringing this to our attention. Im sorry to hear that you were not able to see success with HubSpot or utilize the tools within your subscription. I am currently reviewing your account and previous request to cancel. I will follow up once I have an update. I appreciate your patience.  
  

  Kindly, 
  

  
  

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 had signed up a month to month plan and made it clear to the executive working on our account about the same. We have email proof of the same notifying her that we wanted month to month. She said no problem You can go ahead and sign the contract and then she can make adjustment on the backend. After 6 months of use we decided to cancel and we started getting notices about pending payments etc. they want us to pay for 3-5 years to close the account. They sneaked it into the contract about it being a lock in for 3-5 years instead of month to month which the sales agent had informed us. We feel cheated and taken advantage of and now the company has hired debt collectors to go after the money. Horrendous, scammy service. Stay away. We are filing a case against them regarding false advertising and misleading business practicies.

  Customer Answer

  Date: 08/21/2022

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

  Business Response

  Date: 09/01/2022

  Hi *****,

  Thanks so much for bringing to our attention your contract experience with HubSpot. It appears that you had requested a month-to-month contract with quarterly billing terms but that your contract was for 24 months on quarterly billing terms. As your account executive indicated, we do not have a record of this request. Your account with HubSpot has already been canceled due to non-payment, so no further action is needed to cancel your account.

  If there is further intervention you require from our team, please let us know.

  Kindly,

  ******

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Our small business signed up to Hubspot marketing and sales subscriptions only to find out that the emails we were sending via hubspot email automation were not being delivered. We had deliverability experts assess the issue and it was discovered that Hubspot is knowingly listed on *****, and did not disclose this to us before selling the product. That meant that our emails were all going into SPAM folders as ***** is basically a blacklist.Hubspot then avoided us and handed us from support person to support person and it took a long time for any kind of resolution. Basically I had to let them know that I was seeking legal advice before anyone responded. The resolution was that they enabled us 'transactional email' which is a way around the ***** email detection and non-delivery issue. Because it was not our fault and because it caused us loss of income and lots of stress - they 'discounted' this feature for us and it worked out to cost $7.00 monthly instead of what would normally be much more.I asked a the time if this cost would be altered for our next subscription term and the answer was no - I have this in writing. It will stay the same for the life of our relationship/subscription with Hubspot.Our next renewal is due and the cost has gone up as it does. Our success manager said she could probably have that sorted as we are a very small business and we use a very small portion of the functions.This cost was also only if we locked in for another 24 months - we can't afford this and are not willing to.So I requested a quote for 12 months - it is basically the same amount. We can't afford it.In attempt to make this more affordable for our business, I requested a quote for just the marketing subscription and the transactional emails - and now the cost for the transactional emails has gone from around $7.00 to over $500.00 per month!!In my attempts to have someone respond from Hubspot as to why this cost has suddenly risen by around 400% - No response!

  Business Response

  Date: 08/25/2022

  Hi *****, 

  My name is *******, and I'm a Specialist on HubSpot's Customer Experience team. I work specifically with customers who have faced challenges in our systems, communication, product, or processes. I'm reaching out today regarding your recent renewal experiences and BBB claim. I apologize that this process was a frustrating experience, and I'd like to work with you on a path forward.

  Taking a look at your account, it looks like you were able to connect with ****** to discuss cancellation. I've noted the feedback to these teams and will be sure to connect with them directly. That said, is there additional support you need regarding this issue? Please let me know. 

  Best,

  Chelsea 

   

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 attempted to cancel & downgrade my subscription ahead of its renewal date, but never received a revised invoive and contract & have been subsequently accruing charges for a service I am no longer using. Hubspot has been unhelpful in my attempts to rectify the situation and unwilling to reverse charges that I have not approved.

  Business Response

  Date: 07/14/2022

  Hi ******, thank you for bringing this to our attention. Im reviewing this internally and will be back in touch with you. Thank you for your patience.