Complaints

This profile includes complaints for Constant Contact, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Constant Contact, Inc.

  1601 Trapelo Rd Fl 3 Waltham, MA 02451-7333

  
• 

  Constant Contact, Inc.

  3675 Precision Dr Loveland, CO 80538-6310

• 

  Constant Contact

  122 Hudson Street New York, NY 10013

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:08/04/2025

  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.

  Repeated calls from Sales people after I just signed up for the trail. Asked not to be called. Multiple calls same day. This is border line harassment. What are they desperate ? Stop calling me.

  

  Business Response

  Date: 08/13/2025

  Thank you for your complaint ****, we apologize for trying to reach you too frequently. We've confirmed your Do Not Call request with our team and you shouldn't receive any further communications.
  
  Wishing you success,

  The Constant Contact team

• Initial Complaint

  Date:07/31/2025

  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.

  On June 30, 2025 I bought a subscription that was deemed TRIAL with Constant Contact. On June 30, 2025 about a minute later I tried to cancel and get a refund. I called ***eatedly and was placed on hold for over 40 minutes each time. Each time I got nowhere. I emailed them from June 30, til July 31 to cancel. ****** is a constant contact *** and he emailed me to state how to cancel. I emailed him back and stated I have called numerous times and never got a human. Today is July 31, and I finally got a human after numerous times trying to call. That person said I can cancel, but they wont refund me. Constant Contact is bad business due to the lack of communication and forcing someone to call to cancel, and then never answering the phone to cancel. Forcing a person to call to cancel should not be allowed. They had my account information, my name, etc,. And they could have canceled and refunded immediately. I want a full refund.

  

  Business Response

  Date: 08/04/2025

  Hello ********, thank you for your complaint. I can confirm that your account is in fact scheduled for cancellation, but as our Billing team explained, we are unable to provide a refund per our terms and conditions. Constant Contact's billing policy is that we are a non-refundable monthly subscription service. All Constant Contact customers will be billed ongoing monthly charges based on their products and tiers, and by the usage of their account. There are no refunds for any fees paid.
  
  I have included the section of the Terms of Service below that outlines those policies:
  
  8.4 Payment. We will charge you the Fees for the Services in advance, unless otherwise set forth in an applicable Order Form. We will charge you the Fees for ********************* as set forth in an applicable Statement of Work. Payment shall be made by a payment method accepted by us. Fees are only payable in the currencies made available to you when you purchase the Services or as set forth in the applicable Order Form or Statement of Work. Checks (including e-checks or those sent by mail) may be accepted for prepayments of at least six (6) months. If you are paying by credit card, (a) you hereby irrevocably authorize us to charge the credit card or other payment method provided for any such amounts when due, (b) amounts due will be automatically charged, (c) if your credit card is declined, we will attempt to reach out to you for a new payment method, and (d) if your credit card expires, you hereby give us permission to submit the credit card charge with a later expiration date. If we fail to resolve an issue with you resulting from a credit card decline or expiration, we may terminate the account due to non-payment. Late payments, including those resulting from credit card declines, may accrue interest at a rate of one and one-half percent (1.5%) per month, or the highest rate allowed by applicable law, whichever is lower. If we must initiate a collections process to recover Fees due and payable hereunder, then we shall be entitled to recover from you all costs associated with such collections efforts, including reasonable attorneys fees.
  
  12.2 Termination. To terminate your account or subscription for any of the Services, you must request termination at least thirty-one (31) days prior to the end of the current Term by calling Customer Support. Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees. We may terminate this Agreement at any time without cause. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION TO THE SERVICES OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION.

  Customer Answer

  Date: 08/04/2025

  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 made numerous attempts to contact this company and I made contact with Constant Contact who then failed to cancel when I asked them to.  Constant Contact was put on notice within minutes that I wanted to cancel through calls and in writing. 
  

  I will not accept their response and I want this ESCALATED 

  
  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,

  ********

   

   

  

  Business Response

  Date: 08/20/2025

  Thank you for your response ********. We are aware that you have submitted a dispute with your credit card company. As this matter is now under review through your payment provider, we are unable to take further action on our end to issue any refunds at this time.
  We appreciate your understanding, and if you have any additional questions, we are happy to help.
  
  The Constant Contact team
  
  

  Customer Answer

  Date: 08/20/2025

  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 reached out timely, actually within minutes of making the mistake to buy.  I am rejecting this answer.  I want a refund! 
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:07/28/2025

  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.

  Want to cancel account. No response from email, or online message. Called. Representative answered immediately and said transferred to billing department. Was on hold for 45 minutes. Seems to not be a way to cancel.

  

  Business Response

  Date: 08/04/2025

  Hello *****, thank you for your complaint. We apologize if you've had a difficult time trying to cancel as we're experiencing longer-than-normal wait times for our support team. However, you have the ability to cancel your account directly in your Constant Contact dashboard; navigate to your Account Settings, select the Billing tab, then click Manage Plan to manage your subscription. Detailed steps can be found in our Knowledge Base article: ********************************************************************************************************************************************

  Customer Answer

  Date: 08/04/2025

  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 tried going through account to cancel and was met with the attached response that I had to contact business.
  
  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,

  *****

   

   

  

  Business Response

  Date: 08/20/2025

  Hello *****, thank you for bringing this to our attention, and we sincerely apologize for the difficulty you experienced while trying to cancel your account. We understand how frustrating it must have been to not receive a timely response and to wait on hold, not to mention the click to cancel not properly functioning. We apologize for the difficult experience, but please know that your account has now been successfully canceled.
  
  
  Were sorry for any inconvenience this caused and appreciate your patience. If theres anything else we can assist with moving forward, please dont hesitate to let us know.
  
  
  The Constant Contact team
  

  Customer Answer

  Date: 08/20/2025

  [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, and acknowledge I will no l9nger be charged for services, 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:07/24/2025

  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.

  Constant Contact did not notify us that we were getting ready to be charged an annual renewal fee. I had spoken with them in December to cancel the account (they show record of my call but not of the cancellation). When I contacted them in December, I sought to get a refund of the remainder of the year, which they said was not possible because it was prepaid. It was then that I said I wanted to cancel so there would be no new charges. This meant that each month the prepaid balance would decrease and, based on my cancellation request, there would be no new charges. When I called they said that we were notified, mentioning the notification that I have attached. That notification does not mention that we will soon be charged again and it does not mention that an annual amount will be charged. The representative refused to allow me to speak with a supervisor and offered no recourse.

  Customer Answer

  Date: 08/03/2025

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

  

  Business Response

  Date: 08/13/2025

  Thank you for your complaint *******. We're sorry to hear that there was some confusion surrounding your account prepayment and the subsequent renewal charge. We've opened a case with our billing team to review your request for a refund and they will be in touch with you shortly to notify you of the refund amount to be processed. 
  
  Thank you for your patience,

  The Constant Contact team.

  Customer Answer

  Date: 08/18/2025

  [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:07/09/2025

  Type:Billing 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.

  We are a government entity, the City and County of ********. I am the administrator of Labor Relations and Training for the City. Our Training Branch Supervisor, ***** *********, was told she could use an EIG ConstantContact service when she was ready, and it would cost $50 per quarter. However, the City began receiving bills right away charged to our purchasing card. What she was told would be "$50 per QUARTER" was actually posted MONTHLY to our card. ***** attempted to contact the company to straighten it out and not be charged any more bills; however, the person she spoke to said they had to speak to a manager, and there was no further contact from ConstantContact (ironically) after that. Despite ******* attempts to cancel this fraudulent MONTHLY billing, we just received yet another bill, this time for $89.35. I have told my staff to not authorize payment, and I consider this an attempt to defraud our **************** I would like the BBB to work with the company to remove all charges and cancel our account. If that fails, we will have to take all legal action that is available to the City. Thank you in advance for your help and assistance. Aloha, *****

  

  Business Response

  Date: 07/18/2025

  Hi *****, thank you for taking the time to share the details of your experience. I'm truly sorry to hear that the expectations set during your interaction with our sales team were not met. We completely understand how frustrating and disappointing that must have been, and we deeply regret that your experience did not reflect the level of service we strive to provide. Please know weve taken immediate steps to make this right. All charges have been fully refunded, and your account has been canceled as requested. We value your trust and would genuinely welcome the opportunity to support your marketing efforts in the futureshould you choose to give us another chance.If theres anything more we can do to assist or clarify, please dont hesitate to reach out.
  - The Constant Contact team

  Customer Answer

  Date: 07/18/2025

  [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. 

  Edited to add: Thank you -- my secretary verified that the refunds have taken place. I also wanted to thank the BBB for taking the time to intake my complaint.

  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/03/2025

  Type:Billing 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.

  I am the web developer and account manager for web-based accounts for ********************************, ********, **. The ************** has unanimously agreed to discontinue our Constant Contact subscription. I am responsible for cancelling this for them. I have tried on MULTIPLE days to get through to billing customer service by phone to cancel the account. It is IMPOSSIBLE to get through. I've waited for extended periods on multiple days, wasting many hours. Today I finally got through to billing and the representative said she cannot cancel the account. Note that we have also tried to cancel through web cat and told that cancelling is not possible through web chat either. The representative forwarded my call to another department and again on hold for an hour. For a company with a revenue alone of almost 33 million annually, you should be able to provide much, much better customer service. At this point I view this is intentionally dismissive to lock customer into continual payments. You have no option within the account interface to cancel an account, only to upgrade a subscription. We need the account cancelled immediately with no further billing. Please note that if the account is not cancelled and with no further billing, legal action may be pursued. *** I advise web developers like me, and anyone, to stay away from this company. I will never again choose Constant Contact for my customers, as a web developer. This is unacceptable customer service to individuals, businesses, and professionals. The ********************** where the constant Contact is headquartered should be aware of this situation and take action. If action is not immediately taken with a speedy resolution, MA attorney General is our next contact. *** Please cancel the account and refund any payments charged in August 2025 and going forward. ***

  

  Business Response

  Date: 07/14/2025

  Hello *****, thank you for filing the complaint. I apologize that you had such a frustrating and exhausting experience trying to contact our billing support team. Please note, it is not our intention whatsoever to make it difficult to get in touch with our team; unfortunately, we've recently experienced higher than normal wait times when calling our support teams and I'm sorry that made this process even more difficult. 
  
  As confirmed on your other Constant Contact review, your account has been set for cancellation and you will not be charged moving forward. We appreciate your business, and we wish you and the Church the best moving forward.
  - The Constant Contact team

  Customer Answer

  Date: 07/18/2025

  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 checked the Constant Contact account and there is no indication that the subscription is cancelled. It shows the next payment amount due is $26 on 7/29/25. Please cancel the subscription. The account show reflect that the subscription is cancelled.
  
  Regards,

  ***** ******

  Webmaster, tech accts Mgr.

  ***** United Methodist Church, ********, **

   

   

  

  Business Response

  Date: 07/23/2025

  Hello ******, thank you for your complaint and for sharing your concerns. When looking into your account, I see that your recent payment was disputed and the charge has been refunded to you by your financial institution. As a result, **** removed your payment details from the account and access has been restricted, which is standard procedure following a dispute as were unable to continue service when payment is reversed. Rest assured your account is cancelled and you will not be charged during the next billing cycle or any future billing cycles.
  
  If youd like to continue using Constant Contact in the future, youre welcome to restore your account by adding a valid payment method. Please note that any disputed amounts would need to be resolved before reactivation. Let us know if you have any questions or if theres anything else we can assist you with.
  - The Constant Contact team

  Customer Answer

  Date: 07/25/2025

  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:06/12/2025

  Type:Product 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.

  Company Headquarters: Constant Connect , ******************************************************************************* : customer service Number: ************ : ***************************** frudently charged my credit card in the amount of $44.50 and refused to refund my money. This company offered a 30 day free trial which clearly says "NO CREDIT CARD NEED" but asked be for a card number which I thought the purpose was to charge the card after the 30 day free trial, however they charges my card immediatly. I called the Contact Contact 2 weeks in and requested to cancel the service which they did, however they refused to issue a refund which they refused. I am requesting a refund based on two things. 1. I canceled the service within the 30 day time period. ( 2 weeks later )2. My Credit Card should have never been charged before the 30 day trial.

  

  Business Response

  Date: 06/20/2025

  Hello *****, thank you for filing a complaint with the BBB. We appreciate your patience while we reviewed your account and the call you had with our salesperson. We're happy to inform you that we've refunded you in the amount of $44.50, which typically is processed in 3-5 business days.
  - The Constant Contact team

• Initial Complaint

  Date:06/03/2025

  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.

  We did not use the platform for over 5 years and at no point did anyone reach out to let us know we were paying for something that wasn't being utilized. When it was realized we had spent over $12,000 in subscription dues for services not rendered, i contacted Constant Contact only to be refunded $278. I did not expect to have the full $12000 refunded, but i was hoping to be reimbursed AT LEAST what has been paid in 2025.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out to us through the Better Business Bureau. We understand your frustration regarding the charges on your account and your request for a refund.
  
  We're pleased to confirm that on May 28th, a full refund for the most recent charge ($278.22) was processed as you requested as a courtesy on your account. We are unfortunately unable to process a refund based on the Terms and Conditions you agreed to when signing up for your account, specifically section 12.2 Termination: "Except as otherwise agreed to by us in writing, there are no refunds for any pre-paid Fees. We may terminate this Agreement at any time without cause. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION TO THE SERVICES OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR ACCOUNT AND/OR SUBSCRIPTION."
  
  We apologize for any inconvenience or frustration this situation may have caused. We appreciate your patience as we worked to resolve this for you.
  - The Constant Contact team
  
  

  Customer Answer

  Date: 06/05/2025

  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. 

  While I understand the terms of the contract, there are times when doing whats right means going beyond the fine print. As a service-based business, we regularly exceed contractual obligations to ensure our customers are treated fairly and respectfully. Its disappointing that Constant Contact is unwilling to demonstrate the same level of flexibility and commitment to customer satisfaction.
  
  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,

  Brazos

   

   

  

  Business Response

  Date: 06/20/2025

  Thank you for your response Brazos. We believe in being courteous to the customer and trying to do what's right while, which is why we offered a refund for your most recent charge as a courtesy for this unfortunate situation. However, we created our terms and conditions to help both our customers and our business come to an agreement on the responsibilities of the customer and the business in utilizing and fulfilling Constant Contact's services. We regret to inform you that we'll be unable to process any further refunds.

• Initial Complaint

  Date:05/28/2025

  Type:Billing 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.

  I re-signed up with constant contact after canceling because it was too expensive. When I signed back up the lady said I would have to delete my contacts to under 500 and she will sign me up the next day to make sure that the contacts are under 500. The first month I was charged correctly then constant contact started charging me for 501 contacts, like they are scamming people on purpose. I didn't have more than 460 contacts. When you go over 500 contacts they charge you more. I can't get a hold of anyone that can refund 2 months of getting overcharged. They refunded only 1 month and still owe me 2 months which is about $30.15. Everything I **** I get the run around that they will escalate my call but never does a supervisor call me back. They keep telling me 5 to 7 more business days. I'm sick of getting overcharged and just want to pay my $10.00 a month for my services that I signed up for and stop them from scamming people.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out to us through the Better Business Bureau. We understand your frustration regarding the recent charge for a higher service tier.
  
  Our records indicate that your account exceeded the ************************** limit for your previous service tier, which resulted in an upgrade to the next appropriate tier and the corresponding charge. We want to clarify that our system does not automatically downgrade or reset tiers; customers are responsible for monitoring their contact usage and adjusting their plan as needed to ensure they are on the most appropriate tier for their usage. This information is outlined in our terms of service, but we apologize that you had difficulty reaching our team for help with your account tier adjustment.
  
  Upon reviewing your account, we confirm that when you contacted us, we applied a one-month credit and reset your tier, which is in line with our company policy for situations where a customer inadvertently exceeds their ********************** limit. This action has already been completed to address your concern regarding that specific charge.
  
  We apologize for any confusion or inconvenience this may have caused. We encourage you to regularly review your contact count within your account dashboard to ensure you are on the tier that best suits your current needs and usage.
  - The Constant Contact team
  
  

  Customer Answer

  Date: 06/05/2025

  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 deleted my contacts before I signed up to 460 contacts. I've NEVER since resigning up had over 500 contacts. Please correct your mistake and stop over charging your clients on purpose!

  
  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,

  ****

   

   

  

  Business Response

  Date: 06/10/2025

  Thank you for continuing the conversation ****, we're happy to provide more context. You are correct, when you signed up in February you had less than 500 contacts and were in the lowest tier. Then, over the next month, your highest contact count was 513 contacts and you moved to the next tier on your March bill. Your April and June bills also have 501 contacts as your highest contact count across those two months, and your most recent bill has your highest contact count at 430, so your June bill went back to the basic tier.
  
  Your bill may increase depending on your contact list size and email sends. If you exceed your selected contact tier, you will automatically be upgraded to the next contact tier. You will be billed based on the highest contact tier reached regardless of decreasing contacts. Send limits and overage fees may apply. You can find your monthly send allowance and current contact tier on the Plans & pricing page in your account.

  Customer Answer

  Date: 06/11/2025

  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 is NOT TRUE! See attached log from Constant contact. I re-singed up in February and the lady who signed me up told me to delete my contacts that evening and the next day she will start it again. See attached on Feb where my contacts decreased from 513 to 463 and stayed under 500 every month!!! Stop scamming people, you can't even look at your own records correctly!

  [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,

  ****

   

   

  

  Business Response

  Date: 06/26/2025

  Hello ****, we sincerely apologize for the confusion in trying to communicate across different mediums. I'm glad that our team was able to get in contact with you directly, and I'm happy to share that we've applied an additional $20 account credit that you spoke with our team about. If it hasn't already shown in your account, it will be reflected in your next billing cycle.
  
  We sincerely appreciate your patience while our team continued to follow up with you.
  - The Constant Contact team

  Customer Answer

  Date: 06/26/2025

  Sometimes its good for a company to look at their own records and apologize to the customer for wrongful charges. 
  
  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:05/21/2025

  Type:Product 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.

  On April 16th at 3 pm of 2025, I contacted constant contact to help grow a website I was starting. The salesman told me I had a month long free trial run that I would be guaranteed to get the money back. Along with this, he said I would be free to cancel it anytime and it was completely free. However, the next day I was charged 36 dollars to my bank account. After calling the salesman, he assured me that everything was fine and I would be guaranteed my money back. Over the next month, I did not use the website and barely logged in. I had nothing set up, and it was not useful at the time. On May 16th at 7pm I contacted my sales representative to cancel my membership. He didn't answer then called back. In a minute called he assured me that my membership was cancelled, and everything was good and I would be receiving an email in the morning with next steps to cancellation(never received any email). The next morning I woke up to a 42 dollar charge to my account at 3:45 am in the morning. The next week I called my sales representative, in which he said it was a billing problem that was transferred to another department after approximately 40 minutes of waiting I hung up. I called back on May 21st and a handful of other times. On May 21st, I was transferred to a customer support woman, who first would only take a complaint case, and claimed management was in a meeting. I said I would wait as it had already been multiple times of waiting for no resolution. After an hour and 20 minutes of waiting I finally got on call with management. They informed me that the billing period was 30 days not a month(I was lied to about) and that I needed to use the account to get the money back(was never told). I then requested that the money be refunded after informing her I had been misinformed. She said neither month could be refunded even though I was hoodwinked by shady business practices, and refused to give the money back, because I contacted to late after the charges, were placed.

  

  Business Response

  Date: 06/05/2025

  Hello ****, thank you for your patience as we thoroughly reviewed your situation. We have already accepted liability for the chargeback from your credit card company, meaning your refund will come from the credit card company. As they'll be refunding your $78 charge, there are no further actions we can take at this time. Your account has successfully been cancelled and disabled.
  
  We appreciate your understanding and thank you for your time.
  - The Constant Contact team