Complaints

• Initial Complaint

  12/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May Concern at the Better Business Bureau,I am filing this complaint regarding a frustrating and disingenuous experience I have had with HubSpot. I recently signed up for their services and was not informed that my subscription would entail a mandatory 12-month commitment. This crucial detail was never explicitly communicated to me, which I find to be both misleading and unfair.For the past three days, I have been attempting to resolve this issue and connect with someone from HubSpots contracts department. Unfortunately, my attempts have been ignored, and I have received no meaningful assistance in addressing my concerns. This lack of transparency and support reflects poorly on HubSpots commitment to ethical business ************ a small business, I had initially considered HubSpot to be a tool I could return to once my company scaled. However, their unwillingness to address my concerns has left me questioning their business integrity.I am requesting that HubSpot cancel my subscription immediately, as it was never made clear to me that I was committing to a full year of service. Failing to resolve this matter will leave me no choice but to escalate further, including sharing my experience publicly with my professional network, which includes many business leaders and potential HubSpot customers.I seek the ********************* assistance in pressuring HubSpot to resolve this issue fairly and cancel my subscription. I believe this is a reasonable request given the lack of clarity and poor handling of this situation.Thank you for your attention to this matter.Sincerely,****** *****

  Customer response

  01/02/2025

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

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been working on making an API integration work between HubSpot and smartsheet for approx 45 days. I just seem to be getting the run around between people. They are very quick to close the ticket without resolving.please see the tickets #**********************81 #*********** #*********** These are just the tickets I have created. We have other people on the team trying to make it work as well who have additional tickets.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attempted to cancel my hubspot subscription prior to renewal and thought I had. When canceling, you toggle the products that you are cancel and then it takes you to a survey screen to find out the reason for this cancellation. On the bottom right of the screen, is another button that says cancel. I wrongly assumed that the cancel button on the survey screen, cancelled the survey. So I didnt click it- that is the actual cancellation button. My subscription renewed thanksgiving week, something I was alerted to when the funds were removed from my account. I immediately requested a cancellation from customer service, I have had emails back and forth and have been told I cannot cancel midway through my contract. This is after I waited days for someone to get back to me. They also said I should have contacted customer service if I was having trouble canceling - why would I contact customer service if I thought I had effectively canceled?This company uses a purposefully confusing cancellation process, to keep you locked into a lengthy contract. Their business strategy includes deceptive tactics like this, as a revenue generator. They market to small business and then employ behaviors that strangle those same businesses. Stay away from Hubspot if youre a small business, you need a team of professionals to set up the architecture and do training for it to run effectively and extract any value from it all. And in the event you dont handle your cancellation correctly, be advised that they will refuse to help you.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  During the first two weeks of October 2024, I had several sales calls with a software company called Hubspot **** to provide a customer relationship management platform (CRM). The sales representative described their software as a central hub for marketing funnels, email, text and phone automated outreach along with a platform to move leads through a process that nurtures and moves them through my sales process for $185.09 per month.After I expressed my concerns about my lack of technical ability and me lacking the skillset to set something like this up on Hubspots platform the sales representative suggested I purchase a done for me service through Hubspot where they would consult with me on my sales flow and set the entire system up for me with an additional one-time charge of $714.00.On 10/17/2024 I accepted an agreement with Hubspot for $185.09 on a monthly basis and a one-time payment of $714.00 for set up. Approximately one week later I participated in an onboarding call but little was accomplished and we scheduled another one for approximately a week later. On the second call it became obvious to me that this on boarder was expecting me to do the set up that I paid them to do. He put me on a call with his supervisor who tried to upsell me with an additional $1,500.00 charge. I refused and told her I wanted my money back.

  Customer response

  12/14/2024

  I have not heard from the business in response to my complaint.  I havent gotten any intelligible communication from Hubspot or Digifi since I paid the invoice and no communication of any kind since they promised a refund and didnt process.  Further they have tried charge my card again I had to put a merchant block on the card.   Be very carful with these companies. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  HubSpot is charging our organization, MicroAI/Plasma, for the amount of $8,772.59 on September 22, 2024. This charge was set on auto-renewal which we did not agree to and is automatically set to also renew our entire contract, locking us in to pay for this same amount per quarter until September 22, 2025. Ive attached a copy of this invoice. More importantly, HubSpot has blocked our company's access to their platform and is threatening to delete 4+ years of customer driven data, should we not pay them the amount that we did not agree to - an amount that they have automatically charged us with without our approval.We reached out as soon as we could when we got notice of this back in October 1. It was not until October 21 that they concluded that we were locked in, despite us not giving manual approval, and that they were not willing to do anything. This amount differs than the one we originally signed up for at the initial contract. We believe this to be unethical and bad business practice.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

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

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

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

  Customer response

  11/26/2024

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

• Initial Complaint

  10/31/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

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

• Initial Complaint

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

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

*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. ↩