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:04/23/2025

  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.

  I have been with HOUZZ for over a decade. I spoke with my Account Representative about 4 weeks ago, agreed to an upcharge and a monthly charge of about $850. My subscription was supposed to renew on a monthly basis yesterday, but due to an accounting error, they tried to bill my company annually, at over $9,500.When I have a concern or try to get a hold of someone, no phone calls or emails are replied to. I have to book a call with the one single person in the entire company who can speak with me. I talked with him today and he informed me that I would have to rebuild everything and that he "would do what we could, to honor the agreement that we had."Instead of correcting this, they cancelled all of my subscriptions, and my marketing is completely down. I am doing my own research to see if the leads are even worth trying to get my stuff back. This is so disappointing. I would love to resolve this, but might just put my money into a direct ROI - ****** Adwords, rather than losing sleep over this.

  Business Response

  Date: 05/02/2025

  To Whom It May Concern,

  
  We sincerely apologize for any inconvenience that this may have caused and understand how frustrating this experience must have been. Our records indicate that your dedicated Account Representative was able to connect with you to assist. If you have any further issues or need additional assistance with your account, please do not hesitate to reach back out to them. 

  
  Sincerely, 
  The Houzz Team

• Initial Complaint

  Date:04/23/2025

  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.

  I ordered 2 of the same marble trays and they sent me one completely different one and they wont refund me or send me the correct one. I followed all the protocols they asked the day I received it and they wont rectify it.

  Business Response

  Date: 04/28/2025

  To Whom It May Concern,
  
  We are sorry to hear that the customer received an incorrect item. Our team has since been in touch with the customer, and we have provided them with a no-cost replacement order. This order is now in transit to the customer. If they have any questions, they may reply to the existing correspondence or visit us at *******************************. 
  
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:04/23/2025

  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.

  I'm providing a copy of an email I sent to Ms. ******** CEO of Houzz, do to the lack of response I was receiving from customer support. I'm questioning if I had the correct email for Ms. *********** writing to request a refund for an LED bathroom mirror I purchased through Houzz in December 2024, (Order #****-4745-4774-4060). Upon delivery, I tested the mirror to ensure it powered on correctly. However, after professional installation in February 2025, I noticed the mirror consistently powers off after approximately 10 minutes of use. This issue impacts both the LED lighting and the defogging feature, rendering it unusable,I've contacted both the manufacturer, Kiva-Rhyme, and Houzz customer service, but have not received a resolution. I was also informed the mirror is no longer available on your website, which rules out a replacement option.Given the defective nature of the product and the lack of availability, I am requesting a full refund, along with a prepaid shipping label so I can return the faulty product.I chose Houzz for its strong reputation for quality and customer care, and I hope this matter can be resolved accordingly.Thank you for your assistance regarding this matter.

  Business Response

  Date: 05/01/2025

  To Whom It May Concern,
  
  We are sorry to hear that the customers order did not perform as expected. Unfortunately, as explained to the customer, this falls outside of ********************** Policy, and falls onto the manufacturer warranty. However, the manufacturer has since reached out to Houzz to confirm that the customer may be refunded. As the customer has filed a financial dispute, we will not be able to process their refund until the chargeback has been settled for 90 days. We have reached out to provide the customer with their refund date. If they have any questions, they may reply to the existing correspondence. 
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 05/01/2025

   
  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.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/23/2025

  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.

  I have had a subscription to Houzz for the past few years. It has been ***** per month. It renews annually. This year they decided to triple their fees, jumping to a monthly charge of ******, and claim to have sent an email stating that if I didnt deny this new monthly charge it would go into effect on my renewal date. I did not receive this email. Furthermore they are changing the platform that I agreed to originally and claiming that I will be forced to agree to the new terms with the inability to cancel for a year. Immediately upon seeing the high charge on my credit card account I attempted to contact the company. I did not know what the charge was for. They only provided the ability to communicate via email. No phone numbers and no avenues to actually speak to a representative. I told the company repeatedly I wanted to cancel my subscription. I did not agree to this new enormous fee and it was wrong to continue to charge me for this. They only answered with it was too late and I was locked in on the fee for a year. This is not only unethical but also illegal. I will do what it takes to protect my business from this scam and the forceful nature that Houzz believes is proper business. I did not receive notification of this new monthly charge, I would have not agreed to this enormous fee, and I am being now bullied and harassed because I choose to cancel. I warn all designers and others in our field, steer clear of any association with the company Houzz.

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,
  
  The professional signed a 12-month agreement which included an automatic renewal at the end of the initial 12-month term. These details were included in terms of the agreement at the time it was signed. A request to cancel the contract was not received prior to the renewal of the contract, therefore it was renewed for a second year. Our team provided the professional with the renewal email confirmation that was sent prior to the renewal. The professionals payment has since failed to process and due to this, they have been canceled. If they have any questions, they may reach out to our team. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:04/18/2025

  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.

  I've been using Houzz for about 2 years. They recently renewed my account on March *********, with a 30% increase for the monthly subscription. The transaction was made on April 1st, 2025. As soon as I saw it, I notified the company telling them I wanted to cancel. They said that as soon as the charge was made, I'm legally bound to a year long contract and am forced to spend over $4,000 of my hard earned money with them. I let them know that I had not seen the email they sent me regarding the increase and I would've cancelled if I knew. They will NOT allow me to cancel even though I've been trying to dispute this since April 1st. They did not receive a signature or acknowledgement from me agreeing to a price increase, yet, they still keep saying I have no option to cancel. I have put a stop payment on my account but I don't want anything to go wrong. They threatened to send these invoices to collections if they're not paid. The subscription was JUST renewed and I responded as soon as I saw the charge, but they're continuing to take my money and bind me to a contract. I never agreed to a 30% increase, I never signed off on it. They should have put my account on hold, before charging my account with an absurd increase.

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,

  
  We are sorry to hear you are not satisfied with your Houzz Pro Subscription. We take feedback seriously and appreciate the opportunity to respond and provide clarity around your subscription and renewal.
  We understand that you're requesting a cancellation, and wed like to take a moment to explain the terms of your agreement, which we have sent to you for reference.
  Prior to the renewal, we provided advance notice regarding the upcoming changesincluding pricing updatesand made multiple attempts to reach out directly to offer assistance and give you the opportunity to make any adjustments. As the renewal has now been processed, and per the terms of the annual agreement, we are unfortunately unable to cancel or modify the contract at this time.
  That said, your current plan includes significant discounts and custom pricing that were extended to support your transition and success on Houzz Pro.
  We absolutely understand your frustration, and were committed to working with you in a professional and constructive way. Our goal is to help you maximize the value of your remaining time with Houzz Pro, whether through personalized training, account setup assistance, or strategic guidance tailored to your business goals.
  We kindly encourage open and direct communication, and we remain committed to finding a path forward that honors our agreement while supporting your needs. Wed be glad to set up a time to talk and explore how we can best move ahead together.
  

  Sincerely,
  The Houzz Team 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23223058
  
  I am rejecting this response because:

  I told them I never received their notification about a 30% increase. They have still failed to prove that I agreed to the 30% increase, yet they charged me for it anyways and locked me into a year long subscription. This goes to show how much they really care and how far theyre willing to go to take business owners hard earned money. 
  I dont want a subscription and I do NOT want to work with Houzz. I see nothing productive about their responses, as they keep repeating the same thing over and over. Theyre the only ones who have the ability to cancel the contract, but somehow they cant because they just want my money. 
  i refuse to accept this, their lack of communication and sneakiness is disrespectful in a time of economic uncertainty. Theyre not flexible towards their businesses and theyre not understanding of the situation they have put me in. They can do better and they need to do better.

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/28/2025

  To Whom It May Concern,
  
  We are sorry to hear you are not satisfied with your Houzz Pro Subscription.
  
  Prior to the renewal, we provided advance notice regarding the upcoming changesincluding pricing updatesand made multiple attempts to reach out directly to offer assistance and give you the opportunity to make adjustments. As the renewal has now been processed, and per the terms of the annual agreement, we are unfortunately unable to cancel or modify the contract at this time. More details can be found at *******************************************************************************;
  
  That said, your current plan includes significant changes with custom pricing that were extended to support your transition and success on Houzz Pro.We kindly encourage open and direct communication, and we remain committed to finding a path forward that honors our agreement while supporting your needs. Wed be glad to set up a time to talk and explore how we can best move ahead together.
  
  Sincerely,
  The Houzz Team 
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23223058
  
  I am rejecting this response because:

   

  I'm tired of repeating myself with no resolution. Houzz just continues to take money, without consequences. Houzz has the power to cancel this contract, yet, they keep fighting me and wasting my valuable time to put towards my business. 

  IT'S BEEN A MONTH OF FIGHTING BACK AND FORTH !!! When they have the power to end it all, but no, they clearly like to create problems.

  I don't have time for this nor do I have the funds, as I expressed. They continue to fail to provide the proper proof of agreement. I never got their emails but I'm being penalized for it without any wiggle room whatsoever. I can only imagine the problems they're causing for themselves company-wide. I doubt this is a problem only I'm having, considering their ridiculous price increase, yet, another way to take money from their customers. I'm no one in comparison to the size of the Houzz company, but they won't stop fighting me, which in itself, shows how far they will go to destroy their business owners company and how inflexible they really are. 

  The fact of the matter is, Houzz has terrible customer service and steals from their business owners. I have been disgusted by this experience and never EVER want to work with them, and will continue to tell my network of designer's to stay away from this horrible company. They need a wake up call!!! 

  During an economic crisis of all times, they're showing their greedy behavior. Clearly.

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/30/2025

  To Whom It May Concern,
  We are sorry to hear you are dissatisfied with the provided response. As the renewal has now been processed, and per the terms of the signed agreement, we are unfortunately unable to cancel or modify the contract at this time. More details can be found at *************************************************************************. Your dedicated account manager has since reached out to provide guidance. If you have any questions, please feel free to respond there. 
  Sincerely,
  The Houzz Team 
  

• Initial Complaint

  Date:04/16/2025

  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.

  First off, I am not certain how I did not see these 47+ pages of negative reviews on BBB prior to reaching out for Houzz services. How also does a company with a total of 1.03/5 ratings reviews in addition to over 47+ pages of negative reviews and thousands of complaints on BBB have a BBB rating of A+??? I have canceled the payments through my bank. I have filed a complaint with BBB and am writing bad reviews every place I ******* guys over promised and under sold your ability to get me legitimate leads. *****, the woman who was my sales person, told me that I would get 80 leads a month. I was averaging 5 per month. Thats $200 per lead, and most of the leads did not match my key words. I've gotten subpar leads out of class leads and all-around not vetted leads. Not satisfied with the service from basically day 1. I have requested by mail and repeated verbal request to multiple agents to stop billing. Their MO is to give you a handler and if that one can't get you to stay, they just pass you to another. This company does not care about you it's about the money. worst service I've ever seen in a company. I feel this predatory / if someone no longer wants your service why continue to take advantage because you're a huge corporation and you can't be touch by the small guy.I signed up for Houzz to do marketing through them. Got 0 leads in 12 months that did not amount to anything. That is on me. The cost for me to market through their system was $569/mo = $5,388/yr.

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,
  We are sorry to hear that the professional is dissatisfied with their experience on Houzz Pro. Please note that we do not guarantee leads with our programs. If the professional has further concerns, we encourage them to reach out to their account manager, and they will be happy to assist.
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  Date:04/14/2025

  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.

  My problem is that I want to end my monthly subscription with this company and no longer advertise on their website. The company makes it impossible to do this - there is no one to talk to and when you file a complaint, they do not answer the question or issue that you have. When you call, all calls go to technical support. There is no way to talk to a person in accounts or billing. I believe this company is a scam and I do not want to be handcuffed to it any longer. My contract renews mid May and I am starting now to terminate this relationship so that it does not renew.

  Business Response

  Date: 04/22/2025

  To Whom It May Concern,
  
  We are sorry to hear that the professional is not currently satisfied with their experience on Houzz Pro. We take feedback seriously and strive to create a valuable environment for our professionals. Our team has scheduled time to discuss the professionals account with them. If they have any questions, they may respond to the existing correspondence or reach out directly to their account manager. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:04/11/2025

  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.

  I want to cancel my subscription to Houzz Pro, but they will not allow me to cancel the subcription. I was mislead by the sales team to believe that I had a two month cancellation window, and it wasn't made clear to me that the subscription locks you into a year long contract. I was told that my subscription for two months would be 199 per month then I had the option to cancel. Instead, upon the two months ending I was told that I could not cancel and that my subscription would now be 399 a month. I did not understand what I was committing to, and I was led to believe that the subscription could be canceled over the phone. I unknowingly signed their digital contract and i'm trapped in it for a year. I dont mind payin up to this point , but I don't want the service any longer.

  Business Response

  Date: 04/16/2025

  To Whom It May Concern,
  
  We are sorry to hear that the professional was confused surrounding the terms of their Houzz Pro agreement. Please note that all Houzz Pro terms are for 12-months. The professional was offered a discounted rate for the first two months of their term as part of a special offering. Our team has sent meeting invitations to the professional to discuss their account. If they need assistance, we encourage them to attend a meeting with their Client Onboarding Specialist so that they may provide them with further details.
  
  Sincerely, 
  The Houzz Team 
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23189122
  
  I am rejecting this response because

  the response is nothing that Houzz as already explained to me! They did not mention that I had a zoom call with  a member of the the sales team. At that time it was explained to me that the initial discount was a trial period! I signed the agreement based on what was explained, not what was indicated on the contract! That is my fault, but I was miss lead! 
  It was never verbally explained that I could not cancel the subscription if I could not use it! That is just not fair!!! I cant use it because I cant figure out how to use it and its not user friendly !   It takes one week to get a scheduled tutorial, that is one week I was not able to use the subscription , and was paying for that entire time! They have records of my use of the program and it has been zero! Why should pay for something I cant use and have trouble getting help! The lack of understanding on their part and the rediculous demand that the subscription is for one year without termination allowed , is just bad business!  All around this has been an expensive waste of time and money, why should I have to pay for something I dont want, havent used and dont plan on using! What is the problem with this company just terminating the subscription! Given they will not, I additionally want a full refund for what I did pay for and was never able to use! The fact I have had to contact the bbb , is in itself a testament that this company has no regards for the consumer and the consumers happiness with their product! I should not have to pay for something I cant use!

  
  
  

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/17/2025

  To Whom It May Concern,
  
  We are sorry to hear that the professional was confused surrounding the terms of their Houzz Pro agreement. All Houzz Pro terms are for 12-months, and our team has sent meeting invitations to the professional to discuss their account. If they need assistance, we encourage them to attend a meeting with their Client Onboarding Specialist so that they may provide them with further details. 
  
  Sincerely, 
  The Houzz Team 
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23189122
  
  I am rejecting this response because

  i  wont accept that I cant cancel  a subscription for a program that I havent used and dont want to use because it is not user friendly and I was miss  totally mis lead my the sales team about the terms!!!  This is bad business and should not be allowed ! I dont want this and I want my money back for what *** paid already and I will never pay for any future invoicing! This is fraudulent! Stop , stop and stop about the onboarding  we are past that!  Onboarding scrdules a week out, all the while I paid for a program I cant understand! this business needs to do the right thing and refund what was billed along with termination of any future billing! Im suspect about the refusal to do so, have many other consumers also been disappointed tried to cancel! This is so silly and horrible business practice, how disappointing!!!! I will hire a lawyer, before Houzz  will ever get any more money from me!!! 

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,
  
  We are sorry to hear about the confusion surrounding the terms of the professionals Houzz Pro agreement. All Houzz Pro terms are for 12-months, and our team has sent meeting invitations to the professional to discuss their account. If they need assistance, we encourage them to attend a meeting with their Client Onboarding Specialist so that they may provide them with further details. 
  
  Sincerely, 
  The Houzz Team 
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23189122
  
  I am rejecting this response because:

  As a consumer,  I will not participate in any more conversations that show absolutely no consideration for my request to cancel the subscription on the part of Houzz! I did not use it, cant figure it out and I dont want it! What is the problem to just stop the subscription! I dont care if it is  their policy or not! I  was mis lead by the sales team! I already explained the deception by reducing the monthly payment  the first 2 months, which after such I thought I could not continue if that was my desire! This company needs to do the right thing ! Very bad business practices! 

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/30/2025

  To Whom It May Concern,
  We are sorry to hear about the confusion surrounding the terms of the professionals Houzz Pro agreement. All Houzz Pro terms are for 12-months, and our team has sent meeting invitations to the professional to discuss their account. If they need assistance, we encourage them to attend a meeting with their Client Onboarding Specialist so that they may provide them with further details. 
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:04/08/2025

  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.

  I am filing this complaint due to an unexpected and unauthorized 130% increase in my Houzz Pro subscriptionfrom $175/month to $400/monthwithout my informed consent. I did not sign a new contract for this pricing, nor was I clearly notified about such a significant change.Despite the high cost, Ive received little to no value in return. I havent used most of the features they promote, and the leads Ive received have been either irrelevant or completely unresponsive. When I asked to cancel, I was told that the annual contract could not be terminateddespite this being a platform-based service that requires no added labor from their side.I also want to express that I strongly agree with the many other professionals who have reported similar negative experiences with Houzz Pro. There is clearly a repeated pattern of poor service, miscommunication, and unfair billing practices.For these reasons, Im requesting to be released from my subscription and refunded for the unjustified increase in charges.

  Business Response

  Date: 04/18/2025

  To Whom It May Concern,
  
  We are sorry to hear that the professional was dissatisfied. Our records show that the professional was notified of the upcoming auto-renewal in December, six weeks prior to the renewal date. Houzz stands behind the program and has acted fully within the terms of the agreement as it was signed. The professional can view the details at *************************************************************************. The professional has since been removed due to missed payment. If they have any questions, they may reach out to our support team. 
  
  Sincerely, 
  The Houzz Team 
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23173650
  
  I am rejecting this response because:
  

  Thank you for your response. However, I must respectfully disagree with your statement that I authorized the recent renewal.

  At no point did I provide verbal or written consent for the continuation of service, nor was I informed of the significant increase in pricingespecially a 130% hike. If there is any documentation or record you believe shows otherwise, I kindly request that you provide it.
  
  As I did not approve the renewal or the new terms, I disputed the charge through my bank and have already received a refund. Please ensure your records are updated to reflect that this renewal was not authorized and that the account is considered closed on my end.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** ****
  Mad Design Interiors
  

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,
  
  We are sorry to hear that the professional was dissatisfied. Our records show that the professional was notified of the upcoming auto-renewal in December, six weeks prior to the renewal date. Houzz stands behind the program and has acted fully within the terms of the agreement as it was signed. The professional can view the details of their signed agreement at *************************************************************************. As mentioned, the professional has since been removed due to missed payment. If they have any questions, they may reach out to our support team. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:04/04/2025

  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.

  Weve been extremely disappointed with the service. The overall customer experience has consistently left us wanting more, starting with our dedicated account representative, who has been far from accommodating. Communication around who is actually managing our account has been unclear and disorganized, leading to unnecessary confusion and frustration on our ******* of the most concerning issues is that the platform does not provide the actual contact information for leads. Instead, all communication is funneled through a proxy system, which significantly limits our ability to follow up and convert leads effectively. This lack of transparency is unacceptable for a business trying to manage its pipeline efficiently.Additionally, there is no built-in email notification system to alert us when a new lead comes in. I personally requested this feature multiple times over several months and was repeatedly told the issue had been fixed. However, we have yet to receive a single email notification since we started using the service.Customer support has been unhelpful, and these ongoing issues remain unresolved. I strongly advise others to steer clear. Do not sign a contract. The service is unreliable, and the customer support experience has been nothing short of terrible.

  Business Response

  Date: 04/15/2025

  To Whom It May Concern,
  We apologize that you have been dissatisfied with the service provided to you through Houzz Pro. We strive to provide excellent service to all of our professionals so that they achieve success through the platform. Someone from our team has since resolved the phone and email issues that you were experiencing, and you have been assigned a new account manager. Should you have any questions, please reach out to them directly as they will be happy to assist. 
  Sincerely, 
  The Houzz Team
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23155797
  
  I am rejecting this response because: No one from your team reached out, I have repeatedly expressed my concerns with the service only to be ignored or ghosted. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/17/2025

  To Whom It May Concern,
  
  We have asked that your account representative reach out to you again. Should you have any additional questions regarding your account, please reply directly to the existing email correspondence and your account representative will be happy to assist. 
  
  Sincerely, 
  The Houzz Team