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:03/28/2025

  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.

  AWeber unfairly terminated my account within 24 hours of payment, falsely claiming a policy violation without providing any evidence. I never received the service I paid for and was denied a refund despite my immediate request.I can provide evidence that I complied with all of AWebers policies, including:My account was in good standing with a complaint rate of only 0.01%.I followed all industry best practices and did not send unsolicited emails.AWeber refused to specify what policy I allegedly violated.Their Terms of Service do not justify keeping my payment when no service was *********** I did not receive the service I paid for, I request a full chargeback of $250 for this unauthorized and unfair transaction.

  Business Response

  Date: 04/02/2025

  Madalin,

  Our Best Practices team sent you an email on 03/26/25 stating that after a review of the subscribers in your account, the messages you were sending and the complaints we received it was determined you were sending unsolicited email. This is in direct violation of our Terms of Service and our Anti-Spam policy that you agreed to when signing up.

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

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

  "Spamming, or the sending of unsolicited email, using an email address, URL that is maintained on an AWeber machine, or directing traffic to a webpage that contains any reference to AWeber is STRICTLY prohibited. AWeber will be the sole arbiter as to what constitutes a violation of this provision. This action WILL RESULT in immediate termination of your account without refund. Any service interruptions as a result of subscribers spamming will be billed to the subscriber at $50.00 per hour until service is restored. Subscriber will also be in violation of the AWeber Service Agreement and subject to legal action."

   

  Customer Answer

  Date: 04/03/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23127626
  
  I am rejecting this response because:
  

  While I understand AWebers policies, your email explicitly stated that you cannot indicate the reason behind my suspension.

  A copy of the email was attached to this complaint.

  This lack of transparency raises serious concerns, especially since I did not violate any terms of service.

  To clarify:
  My email list was built over years, and I provided AWeber with full details on how it was obtained.
  

  There is no valid reason to classify my emails as spam
  I followed all best practices, and my engagement rates prove that my subscribers expect my emails. 
  I was not violating any AWeber termsif thats your claim, show me exactly where I violated your policy.

  Before making any payment, I sent a single campaign which resulted in an extremely low complaint rate of just 0.01%well within acceptable limits.
  Despite this, after I paid for the service, my account was terminated without any actual usage, meaning I was charged for a service I was never allowed to use. Fair Credit Billing Act (FCBA) for services not rendered.
  This is unacceptable business practice and a clear case of unfair treatment. I have already filed a complaint with the ************************ (***), report number *********, and I have also requested an audit of AWebers regarding AWebers deceptive practices.
  Given that your decision was made without a clear justification, I am formally requesting a full refund of my payment. I expect a response on the refund processing timeline to avoid further escalation of this matter.
  Best regards,
  Madalin
  
  Regards,
  
  Madalin Cerbulescu
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/27/2025

  Today I opened a chargeback process with my bank, because Aweber's response and practices are unacceptable. They are lying, they not received any complaints for my campaigns, since the only campaign sent was before making any payment, in the trial period and resulted in a complaint rate of under 0.01%.

• Initial Complaint

  Date:12/08/2024

  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.

  My Grandfathered in Aweber plan taken away with just a form email. What they called a Legacy account. I maintained an account even when I was not list building to maintain this. Went from having unlimited subscribers and unlimited sends at $19.95. To the same junk everyone else gets at $30.00 and only ***** subscribers. Right now I'm starting from scratch with my new lists and zero subscribers so maybe I'll never get there, but it's the principle of the matter. At the very least they could have sent a letter out to all ******* subscribers or told me this before I took my account off of hold just a few months ago.

  Business Response

  Date: 12/09/2024

  I'm sorry you felt the need to submit this BBB complaint. To clarify, AWeber has never offered grandfathered plans. Weve worked hard to keep our pricing unchanged for over 10 years while also introducing hundreds of improvements to our platform. Wed love to continue serving you. As ****** mentioned in our conversation with her earlier, you can switch to an annual plan, which would only increase your monthly rate by just $0.05, or we can move your account to our free plan until you reach at least 500 subscribers.

  If we can be of any assistance please don't hesitate to reach out directly. 

   

   

   

  Customer Answer

  Date: 12/09/2024

   

   

   

   

   

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22657304
  
  

   

  I am rejecting this response because:

   

  I have been gradfathered in for years to my plan.  the only reason I bothered to keep my account open. So yes refund my $30 and move me to the free plan. I'm not going from unlimited subscribers at $19.95 to $30 for ***** not ok. No respect for long time customers.
  
  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/10/2024

  Someone from our team will reach out to your directly to help you make the requested changes to your account. 

  Customer Answer

  Date: 12/10/2024

  They did nothing. Took away my account unlimited subscribers etc and upped my rate 50%. Then they think I want to sign up for a full year. lol Laughable. Not the way to treat customers. Awaiting my $30 refund which has not been processed.

   

   

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22657304
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/28/2024

  Type:Billing 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 am filing a complaint against AWeber regarding an unresolved issue with my affiliate account (Affiliate ID: *******. I joined the AWeber Affiliate Program on April 17, 2020, and have been consistently promoting the platform, earning commissions through my ****** account. However, since January 20, 2022, I have been unable to log into my affiliate account. Despite reaching out to AWeber support multiple times, I was informed that my account "does not exist," which is both confusing and troubling given my history with the platform.I have provided all relevant details to AWeber support, including my affiliate ID and affiliate link ***************************************************************, but have not received a satisfactory resolution. I am unable to access my account, monitor my commissions, or continue my affiliate marketing efforts.I am requesting the following:Immediate access to my affiliate account to manage commissions and continue promoting AWeber.A detailed review of my account status and why AWeber claims it no longer exists.Clarification and resolution regarding any pending commissions.Despite my efforts to resolve this issue with AWeber support, the lack of assistance is unacceptable. I kindly request BBBs help in addressing this matter and ensuring a prompt resolution.Thank you for your attention to this issue. Please let me know if further details are **************** Information:Affiliate ID: ****** Affiliate Link: ***************************************************************

  Business Response

  Date: 12/06/2024

  *** ***** Khan,

  I would like to clarify that at no point did anyone at AWeber tell you that your account "does not exist." We have responded to every one of your tickets and live chats, consistently explaining that your account was cancelled in 2022 by our ************************** Unfortunately, this account will not be reopened.
  

  Im sorry to hear that you felt the need to lodge a BBB complaint, but our position remains unchanged, and the account will not be reinstated.

   

  Customer Answer

  Date: 12/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22615757
  
  I am rejecting this response because:
  
  Subject: Clarification and Request for Commission Payment Affiliate Account [Affiliate ID: ******]
  Dear AWeber Support Team,
  Thank you for your response to my complaint and for providing some clarity on the issue. However, I would appreciate further clarification regarding the cancellation of my affiliate account.
  While I understand that my account was canceled by your ************************* in 2022, I was never explicitly informed of the reason for this cancellation, nor did I receive any prior notification that my account was at risk of being closed. I have been a loyal affiliate of AWeber since 2020, and the lack of communication regarding the status of my account has left me confused. Could you please provide a more detailed explanation of the specific reasons that led to the cancellation and if there are any potential steps I can take to appeal this decision or have it reconsidered?
  Additionally, I would like to address the matter of any pending commissions. As I have not been able to access my account since January 2022, I am unsure of the status of any commissions that may have been earned but not yet paid out. I kindly request that you review the status of my pending commissions and arrange for them to be paid, as they were earned during the time my account was active.
  I hope we can resolve this issue in a timely and fair manner, and I look forward to your response.
  Sincerely,
  *** ***** Khan
  Affiliate ID: ******
  
  
  Feel free to make any adjustments if you'd like to include more details or specific points!
  
  Regards,
  
  *** ***** Khan
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  Aweber, specifically *** *., accused me of using "purchased" email lists, which is not true, then *** R closed my account now I cannot access my account and I have paid for an entire year. Aweber are scammers and they stole my money and closed my account for no reason. They should be shut down.Need my account re-enabled NOW. I have not gone back on anything. I am trying to get the lists cleaned so they are good to run by you. We had deactivated the ones you told me to, the only thing I did today is send a ***************, ** list to my VA and then tell him to combine all 8 lists together (outside of Aweber) so I could then run them all through Zerobounce then I was going to contact you to re-cehck the updateed information. Sorry if you interpreted these actions as an attempt to circumvent anything. I assure you that was not my intent at all. These lists were not purchased. If you need to escalte this to your managet and I can talk to them that is fine, please dont close my account, as I use this for several other busineses and dont want that functionality to be compromised as well. If you have a phone number for someone I can talk to directly in the ** that would be great. please let me know. Thanks

  Business Response

  Date: 11/25/2024

  ****,

  I have reviewed all your previous communication with *** and also several members of our Customer Solutions team. *** has already provided you with a detailed account of the reasons why we can no longer work together. You were provided a prorated refund for all remaining time left of your account.

  **** ***** | Chief Operating Officer
  ************************** | *************** Delivered
  

  Customer Answer

  Date: 11/25/2024

  This is not acceptable. I have thousands of contacts I have collected in my account with you. I have a multiple auto-responder sequences and email threads that you now have restricted my access to. I have done nothing to violate any policy I have been treated unfairly and I would like to speak with someone in the ** in a decision making position to get the issues resolved. I don't like being called a liar, and I don't appreciate *** R playing judge jury and executioner with my account and businesses. Please have the guts to talk with me about this issue now, so I don't have to pursue legal means to resolve. thanks. 

  Customer Answer

  Date: 12/05/2024

   I responded immediately as soon as I received the last message. The issue has absolutely NOT been resolved. Non one from Aweber will contact me. They have marked my personal cell phone number and business phone number as spam so I cannot contact anyone there by phone. Every time I did call, they hung up on me. I Linked-in messaged several Aweber employees, no one responded. I have emailed both help @ ************************** and best practices @ ************************** and no one has replied period. no information, no phone help, they have completely ignored all correspondence on every level. They have all of my contacts, email auto responder response messages held hostage, will not engage or communicate or restore my account or give me any access to any of my assets they have in their control. I want them dealt with, reprimanded and held accountable for treating a long time paying customer as poorly as they have treated me. Please DO NOT close this, and make they be held accountable for their actions. I don't deserve this. I have paid and been a model customer for years, and deserve better. Justice. PLEASE HELP ME. 

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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.

  Aweber increased my charges from $50 to $130 without my permission. I didn't use any of the services for that month and they refused to refund or escalate my case to a manager. They said that a manager wasn't available.

  Business Response

  Date: 08/16/2024

  Im sorry to hear that you felt the need to issue this complaint. All AWeber accounts are priced based on the number of subscribers in your account for each particular month. When you first signed up, you paid one price. As your account grew and you had more subscribers, the price increased. This variable pricing allows your business to grow while adjusting the account pricing accordingly. In fact, your price increased twice during your time with us, based on the growth of your audience.

  
  After you reached out to us on 08/07/24, *****, one of our managers, contacted you. The refund you requested was provided, and your account was closed.

  
  Since a refund was provided and the account was closed, I believed this issue was resolved to your satisfaction. If there is anything else we can do for you now or in the future, please dont hesitate to get in touch.

  Customer Answer

  Date: 08/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22107784
  
  I am rejecting this response because I was not refunded the full amount I asked for. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/26/2024

  This person has been an AWeber customer for a year. They agreed to our transparent pricing. When the customer went over their billing threshold they were billed an additional price. They didn't like that and decided they wanted to cancel. Not only did we cancel it but in an act of good faith we refunded the additional amount, even though it's billed in arrears for services already rendered. This customer is not happy with that and wants us to refund the entire bill for the month. This is not something we're going to do. The account is cancelled, they will not be billed any further but they were charged for services used, minus the overage.  This customer is  not going to be happy with any additional response we provide and my team has already given them what they requested, they simply want more. Anything else you need from AWeber please don't hesitate to reach out. -*******************

  Customer Answer

  Date: 08/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22107784
  
  I am rejecting this response because it offers no customer service or resolution.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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.

  Aweber shut my account and I was not doing anything wrong. The thing is, I don't mind the fact that they shut down my account. They are a business and they are not required to work with everyone. What I mind is the ruthless, horrible way they dealt with it. I spent a whole month making the automation sequences with Aweber - emails with my heart and soul in them that were tied to a complex sales process.They just shut it off, and did not have the courtesy to allow me to login and simply copy my emails to move them to another service. I didn't have high spam complaints, was not doing anything illegal, and there was essentially no reason for it.I do not want anything from them at all, and don't want to work with them again. I just want to login, and to copy my content so I can move it somewhere else because this took my heart and my soul and I don't have time to recreate it and they gave me no warning.I understand the need to control email to some level, but not like this. What they did to me should be illegal because they have destroyed about 250 hours of my personal work, heart, and energy that I put into writing emails that work with my sales process. It is like they do not understand that there are little people like me who feed their families with customer communication through email.Again, all they had to do, was to warn me that I cannot send any more emails, and to give me a few days to login and copy my content so I do not have to create it all from scratch. It is not funny to do this to people.All I want from them again is my automation sequences and the emails I wrote myself. In other words, so I can login, copy the sequence, and move it to another service.It would take me 1 hour to copy this information from the login interface. It would take me 250 hours to rewrite all of it. I need my own content. The list, the email sequence, and that is it. If they give me that I will close the complaint. But I need it fast as I am losing business.

  Business Response

  Date: 11/30/2022

  *****,

  This account was closed due to violations of our terms of service. Any information that can be provided was already done so via email to you directly. 

  Customer Answer

  Date: 12/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  
  
  I did not do anything to violate their terms of service that I am aware of, was promoting nothing illegal, and I had fantastic open rates.  All I am asking I could login and download in less than 30 minutes if they gave me a login to my account.

  I could login, go to the automation sequences, copy the responses and paste them into a document.  This is easy, 10-20 minute work for me.  The way they shut this down and made me rewrite my emails has cost me a lot of business as I cannot replicate this information.

  It is easy to access information that can be provided with minimal effort and it is unethical for a business to not give a customer their content when closing them down.

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

• Initial Complaint

  Date:09/27/2022

  Type:Order 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.

  They took my money for the entire year and I never used their service. I received an email from them closing my account. They said I was sending unsolicited emails. I never sent an email and the only time I did was to myself. I want them to refund all my money I spent and they refuse to get back to me.

  Business Response

  Date: 10/04/2022

  *******,

  I was able to locate two AWeber accounts. One of the accounts was under our Free plan and the other was not charged before it was closed. Just to reiterate there were no paid invoices and thus no refunds are due.

  If you would like to further discuss the situation regarding the termination of your accounts please reach out to our team directly.

  Sean C*******;
  Chief Operating Officer
  AWeber.com

  Business Response

  Date: 11/01/2022

  Your account was terminated for violations of our terms of service. On 09/27/22 our team communicated those violations. 

  Also, as stated previously you were not charged, at anytime by AWeber. You can verify this with your credit card company.

   

   

  Customer Answer

  Date: 11/07/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I never used the account to email. They just told you that is what I did. Then, when I asked them again for proof of me sending emails, they responded to me saying that it was reasons they couldn't discuss. You would think if a business terminated your account, they would tell you why and when I called them out that I never sent an email, they changed the reason.
  
  My thing is they had no reason to terminate my account. I would accept it if I did send emails, but I never did. They can't even prove I did.
  I could not even log into my account to see what credit card I used. It's not like I have just one credit card. They're idiots and I will let everybody know.
  
  If they said they returned my money, I have to accept that because I've even been kicked out of my account to see what card I used.
  
  They are pretty malicious for never breaking any terms with them.

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