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:05/12/2025

  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.

  The Houzz Pro subscription agreement have explicitly detail cancellation procedures and timelines. I contacted a Houzz representative to cancel my subscription and received email confirmation that auto renewal cancellation was processed and my account updated, i did that 4 months prior renewal date.Four months later, I received a renewal notice and a $549 charge. I immediately contacted Houzz, resubmitting the cancellation confirmation email. Receiving no response, I attempted to resolve this via phone, unsuccessfully. A month later, my account was again charged $549, and I received an email scheduling a call, stating cancellation is impossible within the 12-month period.This is unacceptable.

  Business Response

  Date: 05/22/2025

  To Whom It May Concern,
  We apologize for any inconvenience that this may have caused the professional. Our team is currently reviewing this and will provide an update to the professional shortly. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  Date:05/09/2025

  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.

  Houzz's current policies contributed to significant financial losses in 2024, and total loss of our business brand as a result of a defamatory campaign by a form customer, for which we have an active lawsuit against. This individual over the course of three months repeatedly updated a "review" with multiple forms of defamation against me as an individual and our business brand. There is a difference between a legitimate review and libel/defamation. Despite our efforts, Houzz facilitated that damaging behaviour to continue. As a paying customer of ********************** at the time, the policies which allow for an individual to use the Houzz platform as a vehicle for reputational damage are unethical and our situation should be addressed by someone in executive leadership at Houzz. We reported our concerns multiple times to our account and support representatives. They informed that Houzz policy would not remove the defamatory content. The thousands of dollars we spent with Houzz were completely wasted as a result. What is frustrating is that before the defamatory content was placed on Houzz, we converted two good leads into business. We have launched our business under a new brand name, and what we are looking for is for Houzz is to credit us what we lost last year in advertising with Houzz, and apply it to advertising for our new brand. We would also like to discuss with leadership at Houzz changing how they handle situations like these with paying customers.

  Business Response

  Date: 05/19/2025

  To Whom It May Concern,
  Thank you for sharing your experience. It looks like youve used an email address not directly associated with your Houzz Pro account. To help us quickly assist, please log into Houzz Pro and open a support ticket by clicking Help at the bottom left or call us, Monday through Friday between 5am and 7pm PST at **************. In the meantime, be sure to check out our *********** for quick answers to most questions at *************************************************************.
  Sincerely, 
  The Houzz Team
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23307472
  
  I am rejecting this response because: Houzz normal support and sales team channels were exhausted with no resolution, and most recent emails to Houzz sales and support teams went unanswered. Someone in a position of customer service leadership at ********************** needs to respond. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  
  So that we may best assist, we encourage you to reach out to us directly through ******************************* using the email address associated with your professional account. 
  

  Sincerely,
  The Houzz Team 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23307472
  
  I am rejecting this response because: 

  I have already tried and exhausted all normal Houzz support channels , including reaching out to my sales representative, assigned, support specialist, and information on *******************************. this is ow the second message through BBB where Houzz is not handling the issues and trying to rout me back through the same communication channels that have not produced any help or resolution. 

  I am not experiencing a technical support issue, this is a customer success problem that ********************** has to deal with. I have several Houzz accounts, and again for the third time, I am expecting to speak with an executive leader at Houzz in the customer success organization.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  Houzz is more than happy to look into this further. So that we may best assist, we encourage you to reach out to us directly through ******************************* using the email address associated with your professional account. 
  Sincerely,
  The Houzz Team 
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23307472
  
  I am rejecting this response because:

  This is now the third generic response from Houzz and I think a BBB representative needs to get involved to help get past the gatekeepers.

  The entire reason I felt it was necessary to come to the BBB is because Houzz ignored my attempts to communicate through their "direct" help channels. Houzz sales and support staff are trained as gatekeepers and I have not been able to speak with someone in leadership there.

  The problems we experienced are directly attributed to Houzz policy, which can't be addressed by the typical worker.  Resolution will require an executive at Houzz to have a conversation with me on the issues. As a paying customer who has had a poor experience with and lost faith in Houzz, one would think that would be a priority for any executive leader at Houzz.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/09/2025

  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 was under the assumption I was signed up for a demo for their software the was charged ****** for 12 months. I never used their software nor would I. I would like the charges reversed and the subscription cancelled.

  Business Response

  Date: 05/19/2025

  To Whom It May Concern,
  
  The professional signed up for a free trial, which converted into a 12-month agreement per the Terms and Conditions. Our team has since reached out to the professional. Should they have any questions or concerns, they may reply to the existing correspondence or reach out to their account manager. We are more than happy to assist. More information regarding the agreement can be found at *************************************************************************.
  
  Sincerely, 
  The Houzz Team 
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23300730
  
  I am rejecting this response because: I signed up for a demo for their software. The woman who did the demo never told me there was a monthly fee even though she pressured me to sign up. The only response I received from Houzz was to tell me they wanted payment. This company is deceitful and underhanded in their dealings. I want a refund of the original $249.00 and to stop harassing me for more money.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/21/2025

  To Whom It May Concern,
  We apologize for any confusion this may have caused. Please note that the terms of the agreement were presented fully at signup. If the professional has any questions, we encourage them to reach out to their dedicated account manager. 
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23300730
  
  I am rejecting this response because: I have tried to get a hold of the person that did the demo phone and email with no response. I also left a message for her manager also no response. This is a scam and I would like my money back!
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  We apologize for any confusion this may have caused. Please note that the terms of the agreement were presented fully at signup. If the professional has any questions, we encourage them to reach out to their dedicated account manager. 
  Sincerely,
  The Houzz Team

• Initial Complaint

  Date:05/09/2025

  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 the owner of ***********************, and I have had an active Houzz Pro business account. For several months, I attempted to contact the representative assigned to manage my account to cancel our annual subscription and have our business profile removed from the platform. I never received a response to any of my inquiries.I was recently informedonly after much persistencethat the person assigned to my account no longer works for **********************. At no point was I notified of this, nor was I provided with a new point of contact. This lack of communication directly prevented me from being able to cancel the account in time, and now Houzz is claiming that my cancellation cannot be processed because it was not submitted before the anniversary date of 2/16/2025.This is unacceptable and reflects negligent customer service and a failure of internal communication. I should not be penalized for not meeting a deadline I had no way of meeting due to Houzzs lack of responsiveness and failure to assign a new account representative.Desired Resolution:Immediate cancellation of my Houzz Pro subscription and an end to future billing.Deletion of the *********************** business profile from the Houzz platform.A formal written acknowledgment of the service failure and miscommunication, including steps Houzz will take to prevent similar issues in the future.I am seeking a fair and timely resolution to this issue. If Houzz is unwilling to resolve this matter appropriately, I am prepared to escalate through additional consumer protection avenues and public review platforms.

  Business Response

  Date: 05/12/2025

  To Whom It May Concern,
  Thank you for sharing your experience as we understand your concerns regarding your experience with Houzz Pro. Please note that Houzz Pro subscriptions are governed by an annual agreement, and unfortunately, there are no mid-term cancellation options available. This policy is stated in the terms of service agreed upon at the start of your subscription.
  We did provide notice outlining the changes and updates to your account. While we regret that your expectations weren't met, were unable to process a cancellation at this time due to the contractual terms in place. Your agreement remains active through the end of the term. If you have any questions, please reach out to your dedicated account representative or visit us at *******************************. 
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:04/30/2025

  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.

  Background: 3/3/2024 completed transaction to sign up for Houzz ************ Stated that I was only committing to the year and did not want auto renew. Account information over the year reflected an end date to the plan of 3/3/2025. The current issue: On 3/4/2025 and 4/4/205 Houzz charged credit card for $376 each time. I logged into the Houzz account and at this time, it now states Monthly Subscription Activated 3/4/2025., where it once said Plan Termination: March 3, 2025 4/21/2025 I attempted multiple contacts with Houzz through phone which doesn't take messages and the customer "portal". I am unable to provide evidence of customer portal contact as the customer has no way of saving or recording that they have contacted Houzz through this portal. 4/23/2025 I received my first contact. I was told that I was automatically renewed and could not be cancelled until I fulfilled another 12 month obligation so I would be continued to be charged monthly. Emails continued back and forth. In Summary: I requested a cancellation that they denied. When I stated that I was very clear as to the account status being set to non-renew at the onset, their response in the email is that I told the wrong employee. They stated that they sent an email about the upcoming renewal, however, despite the plethora of email advertising I receive from them, there was nothing about renewal. Their proof of an email was a boiler plate letter that did not include identifying information, costs or evidence that I had agreed or acknowledged receipt. My last email to them was 4/28/2025 again requesting immediate cancellation and summarizing the fraudulent practices that they were engaging in. I have contacted my credit card company and filed a fraud claim on the two charges and prohibited further charges from Houzz, however, I am still seeking confirmation that this "subscription" has been cancelled effective 3/3/2025 and will not be renewed. I have also filed a complaint w/ ***

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,
  
  We are sorry to hear that the professional is dissatisfied with their experience with our Houzz ************ The professionals account did auto-renew per the terms and conditions of their signed agreement, which can be viewed at *************************************************************************. The professional has since connected with our team, and we can confirm that their current term has been set for non-renewal. However, we are unable to offer a cancellation of the active term. If they have any questions, they may reach out to their dedicated account representative. 
  
  Sincerely, 
  The Houzz Team
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23268121
  
  I am rejecting this response because:

  The following is my response to Houzz:
  Houzz has neglected to thoroughly investigate my complaint and the human errors that they have made regarding the non-renewal and notification of my account.
  At the time of signing the contract, I made my indications clear that I requested a non-renewal and I was told that yes, my subscription  would be marked as a non-renewal. 
  On my account page, under subscriptions, my subscription stated Plan Terminates:  March 3, 2025.    Those words have now been replaced with Activation Date:  March 4, 2025. 
  Absent any other indications on the account status page, a reasonable person would then surmise that the renewal/non-renewal button that Houzz constantly refers to has been appropriately toggled by whatever human hands are supposed to be in charge of it.
  Please note that Houzz has repeatedly stated that my account has now been set to non-renewal, but there is no difference to the Subscriptions page in my account.
  On to the renewal notice. Since I did not receive a renewal notice (nor would I have expected one since I had asked and was told yes to the non-renewal and my account status indicated the subscription would terminate) Houzz provided a copy of the notice.
  However, the copy of the renewal notice that Houzz provided does not contain any information about pricing or that the price was increasing or decreasing.  However, the notice does state  youll be charged upfront for your next 12 months just like last year you will save 10% compared to paying monthly for the year.  No prices.
  I feel that Houzz is being deceptive.  They are trying to walk around the fact that I requested a non-renewal, was told that I would be a non-renewal, and some human neglected to hit the non-renewal button.  My request is again, that my plan be terminated as of March 3, 2025.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/12/2025

  To Whom It May Concern,
  
  The professionals account did auto-renew per the terms and conditions of their signed agreement, which can be viewed at *************************************************************************. The professional has since connected with our team, and we can confirm that their current term has been set for non-renewal. However, we are unable to offer a cancellation of the active term. If they have any questions, they may reach out to their dedicated account representative. 
  
  Sincerely,
  The Houzz Team 
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23268121
  
  I am rejecting this response because:

  A customer signs a contract and requests a non-renewal from the Houzz representative.  The Houzz representative confirms to the customer the subscription/contract will not automatically renew. This is now the first reference to a non-renewal status as this representative states, the subscription/contract will be placed in a non-renewal status.   A year goes by, after which time, charges begin to show up from Houzz on the credit card. So of course, the customer reaches out to **********************. 
  Houzz now engages fully in fraudulent and deceitful practices. Houzz begins by stating that the contract that was signed was an auto renewal.  When pressed that the customer requested a non-renewal, *********************** response is that the customer requested from the wrong representative.  When pressed again, the next response is the customer made the request at the wrong time.   A third response, the non-renewal button wasnt set on the customers account.   A fourth response, the representative that the customer requested doesnt have access to set the non-renewal button.  These are all statements made about the request I have made for non-renewal.    
  To further propagate the fraud and deceit of not recognizing that a customer has requested a non-renewal, ********************** does not allow the customer to see this non-renewal status/button.  But the status of this button is what Houzz relies on for automatically renewing the subscription, charging the customers charge card, raising the price, and telling the customer they are locked in for another annual term.
  While Houzz relies on the non-renewal status button, that can only be viewed by Houzz, as affirmation that the customer did not request a non-renewal.  What is visible to the customer is the Subscription Account Status Page.  My account read: Subscription Status: Plan Terminates:  March 3, 2025.   If one asserts the reasonable man standard, one will agree that absent any other indication on the Account Status page, ********************** acted on my request for non-renewal and my subscription will terminate March 3, 2025.
  Termination:a broad term meaning the end of something such as a contract. 
  So, the ultimate fraud is now being performed, as Houzz now indicates in the Subscription Status:  Subscription activated:  March 4, 2025. 
  I requested a non-renewal.  Absent any other indication within the account, the Subscription Status indicated that the subscription (contract) had a Termination Date of March 3, 2025.  By the definition of termination, I no longer have a contract with Houzz and Houzz fraudulently charged my credit card and activated a subscription.
  Houzz, you indicated in the Subscription Status that the subscription contract terminated on March 3, 2025. Whether or not a Houzz representative remembered to hit the unseen non-renewal button, my contract was set for termination.Terminate the contract as I requested, and my account indicated, and provide me with a refund of the charges that you fraudulently made when you activated a terminated subscription contract without my approval.

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

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,
  
  The professionals account did auto-renew per the terms and conditions of their signed agreement, which can be viewed at *************************************************************************. We can also confirm that an auto-renewal notice was sent weeks prior to the account renewing to notify them. The professional has since connected with our team, and we can confirm that their current term has been set for non-renewal. However, we are unable to offer a cancellation of the active term. If they have any questions, they may reach out to their dedicated account representative. 
  
  Sincerely,
  The Houzz Team 

• Initial Complaint

  Date:04/28/2025

  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.

  I Purchased the pendant light on Houzz web site approximately March 2025.Order No. is 1827-4921-2962-5514.I was refunded my $118.67 on 4/23/25 for this fixture but they said they would not pay for shipping. They made me pay $19.60 to ship the item from *********** to ***********, ********** to Warehouse of ********** Warehouse of ********* lists this item clear as day in the first line of information as 11" D. I sent them a photo of the actual pendant because the actual pendant is only 8" D. Because they misrepresent their item for sale with wrong dimensions/specifications....I SHOULD NOT have to pay to ship it back to them. I would have kept this item if it were 11". I reached out via email and they just give me excuses but won't refund my shipping. It's been weeks now to no avail. I know it's not a lot of money but it's out of principal to give dimensions on a web site that are accurate...not off by 3". Please hep me with this issue.

  Business Response

  Date: 05/06/2025

  To Whom It May Concern,
  We are sorry to hear that this customer had a negative experience with our Houzz shop and return process. After further review, this should not have fallen under a Standard Return. The listing has since been taken down for updating. We have followed up with the customer to provide them with store credit for the error. We sincerely apologize for any inconvenience that this may have caused. 
  Sincerely,
  The Houzz Team
  

• 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