ComplaintsforHouzz

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I started a "free trial" with Houzz Pro on January 6, 2024 and was informed that my credit card would be charged if I did not cancel before February 5th. I placed a cancellation request on February 5, 2024. I received no information about the cancellation request and have been charged $140.45 per month for a subscription that I do not use and want to be cancelled. Additionaly, I was charged twice in June. I have tried multiple times to contact Houzz and can never speak to a customer service representative. There are numerous threads on Reddit about this scam. Please do something about this.

  Business response

  07/12/2024

  To Whom It May ****************** apologize for any confusion with this situation. The customer signed up for a ****** free trial of Houzz Pro, which ended on 2/5/24 and was not canceled before that date. It then converted to a paid 12-month subscription, per the terms and conditions of the signed Houzz Pro agreement. 
  
  The customer requested to not auto-renew their subscription on 2/25/24, meaning the account would not renew automatically at the end of the 12-month term. However, this is not a cancellation of the current Houzz Pro subscription, so the subscription remained active. The customer then inquired with ********************** Pro Support on 7/8/24, where we were able to assist in canceling the account, but were not able to refund the charges due to the contract converting to a paid subscription after the free trial ended.
  
  We feel that canceling the customers subscription before the ******** term is up is the right solution for this customer and wish them the best in their future endeavors.
  
  Sincerely, 
  The Houzz Team 
  

  Customer response

  07/12/2024

   
  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

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to Houzz Pro in December 2023 on a trial basis, which transitioned to a paid subscription in January 2024. When I attempted to cancel the subscription in May/June, I was informed of an annual commitment, preventing me from canceling before January 2025. As a consumer, I found this annual commitment disclosure unclear and only evident at the final stage of the process.From the home page (pro.houzz.com), there is no mention of an annual commitment. The purchasing process requires creating an account first, followed by answering a few questions about the company. On the final page, they request credit card information (even for the trial account) and offer two payment options (Monthly and Annual). However, the fact that it is an annual commitment is written in small font, making it easy to miss, especially for users who have already invested time in setting up an account and completing the questionnaire.In my experience in a similar e-commerce business, our legal team ensures that all disclaimers are prominently displayed on the first page to avoid misleading customers into purchasing a service they cannot easily cancel. I believe Houzz's approach is not customer-friendly. Their tactics appear misleading, as they do not make the annual commitment clear from the outset, effectively trapping customers into paying for a whole year.I am fine with what I have paid already, but I do not wish to pay for rest of the months for which I am not using the service anymore.I have reached out to their customer service multiple times, and everytime I have been told they can't cancel the subscription as that's not their policy.At the end I have no option but to reach out to BBB if they can resolve it for me, and if I can cancel my subscription effective immediately.

  Business response

  07/02/2024

  To Whom It May ***************** you for your feedback and for bringing this matter to our attention. Per the agreement you electronically clicked to sign for your annual subscription, payments spread across 12 months are standard practice to ensure service consistency for all our customers.
  Upon reviewing your account, we note that you initiated your Free Trial on 12/3/2023, with your 12-month subscription first invoiced on 1/2/2024. We understand that you had a team member included in your contract who was not utilized. Consequently, when you contacted our support team on 5/23/2024, we promptly adjusted your account to remove the team member expense and provided you with a 50% refund for the amounts paid for the team member.
  On 6/13/2024, we reiterated Houzzs terms and conditions, which clearly state that cancellations are not permitted as all Houzz Pro accounts are bound by annual agreements. This policy was further clarified and confirmed to you on 6/27/2024.
  Please remember that initiating a non-renewal within your software is our customer's responsibility for service cessation upon subscription completion. To process non-renewal, please visit houzz.com/pro-help/r/how-to-cancel-your-houzz-pro-subscription. 
  We appreciate your understanding and cooperation in this matter.
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for a 30 day free trial on March 23, 2024. We tried to cancel via the website/app on April 7, 2023. We thought the account/trial was cancelled on April 7, 2023. We did not recognize the billing that took place for ****** May, and June because we thought it was cancelled. We never used the service. After we noticed the charges, we called the company on June 24, 2024 to cancel the account and seek a refund. We were notified that the account was not cancelled. The rep ******* told us that she cancelled the account, but that she could not refund us even though she could see the account was not used. We asked to speak to a supervisor or someone else that could help us with the refund. She just stated repeatedly that there was nobody else that we could talk to. I asked to talk to a manger, she said that management would tell us the same thing. I said I understood, but that I still wanted to talk to them. She refused to let me talk to anyone else and continued to tell me there was nobody else to talk to. I asked for the name and contact information for a manger so I could contact them directly, she again said she could not give me any information. I then asked for a company address so I could contact the company directly. She said she did not have that information and could not provide it. To recap - to date, I have paid $272.85, not used the service, and cannot speak to anyone other than this **** ****** I tried to unsuccessfully cancel the account. I called and asked for a cancellation and refund. Denied. I asked to speak to a manager, also denied. I asked for company contact information - also denied. This seems like fraud to me. I let her know I would seek legal advice from an attorney, she continued to tell me that if I had nothing else that she could help me with, then she would let me go (hang up). Still no help. No services have been provided, no assistance from the company, and hundreds of dollars in charges. This is fraud.

  Business response

  06/27/2024

  To Whom It May ****************** apologize for the inconvenience that this may have caused and for the confusion around how to cancel a free trial of Houzz Pro. This customer signed up for a ****** free trial of Houzz Pro. Instead of canceling during their trial period, they marked their account to not auto-renew at the end of the 12-month term. This means that they did not cancel their trial and then converted to a 12-month subscription, per our contract terms. The customer was then charged for ****** May, and June payments. When they inquired with our team on June 22, we offered a cancellation to end their contract early. However, we could not provide a refund as the free trial was not canceled correctly. Houzz has made an exception to cancel their 12-month contract 9 months early. If they have additional questions, we encourage them to reach out to our team.
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Houzz pro on 5/23/2024. The sales person that I spoke to assured me my lead generation would be 9-15 per month. I was paying $800 for two areas. Recoved 2 leads. One for services I do not provide and another that would not take my phone calls after a bid was sent in. I spoke with on on board specialist and had to stay on them to get the information needed to work on website that they were supposed to build. Everything I was told when signing up was false and fraudulent. Ive canceled my account and reported fraud to my bank account along with closing that account. I will not tolerate this fraud on any level. They were dishonest and told outright lies. There fraudulent tactics should be investigated and I would love to see a class action lawsuit.

  Business response

  06/27/2024

  To Whom It May ************** are sorry to hear that the professional is not satisfied with their Houzz Pro subscription. We strive to provide all of our Houzz Pro members a thorough onboarding experience and aim to address all their concerns. As always, Houzz is committed to making sure the professional will experience long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business. However, the professional did authorize a 12-month contract with our company for our services and is not eligible for early termination. The account manager continued to reach out to the pro and is waiting for their reply. The complainant should reach out to their account manager to resolve these concerns. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Canceled my account in October of last year, I find out they have been charging me for months due to a call from them telling me I owed them money, checked my account after telling them I already closed it and saw I didnt owe them money but I have been paying since I told them to not renew the account. Have been calling for weeks and they refuse to call me back with the person I need to speak to.

  Business response

  06/24/2024

  To Whom It May ********************* appreciate you reaching out to Houzz Pro in regards to your account with us and apologize for any frustration this has caused you.
  After reviewing your account, we show that you have been with us since 2022. Your current subscription renewed on 10/21/23 as the previous term was not set for non-renewal. As all Houzz Pro subscriptions are annual agreements, we do not offer cancellations on subscriptions in an active term, but can assist you with getting you any support required for the remaining time you have left with us. 

  
  If you would like to mark your account to Non-Renew at the end of this subscription, please visit houzz.com/pro-notices. This will in turn cancel your Houzz Pro account at the end of your subscription period. Currently your subscription is due to expire 10/20/2024. Once this is successfully set, you will receive an automated email as confirmation for your records.
  In reviewing the notes for your account, we see you are seeking to cancel due to business closure. This is an acceptable exception in allowing a cancellation, but we would need a reference showing the closure of the business to submit into billing. Below are the acceptable references billing requires:

  
  - Document filed with pros local state documenting closure of their business.
  - Document on letterhead from an attorney/accountant confirming the closure of business.
  - Business website no longer being active
  - Document proving a bankruptcy filing

  
  If one of these references can be supplied, a cancellation will be submitted as an exception.

  
  Sincerely, 
  The Houzz Team

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a HouzzPro subscription in the spring of 2022. I have tried to cancel this subscription numerous times after finding the software unhelpful. I continue to be told the subscription auto renewed and can not be cancelled for several additional months. The service has been $58/month for the last two years. In ***, without notification, the service auto-renewed and is now charging me $85/month for a service I do not use. Houzz is a predatory company who only makes money by locking people into a membership without a clear renewal date, long contract terms, and the inability to end auto-renewal on their account (you must email or call someone to control your payments and renewal). I want out of my account immediately and refunded $170 ($85 for *** and $85 for ****** Not only was I not contacted that the service was renewing, but I was not notified the price was also increasing. As an Interior Designer and business owner, I do not have time to track the unclear ending of this unhelpful service. It's beyond unethical to continue to lock designers into a service in 12 month terms. When I signed up for the service, I did so over the phone. I was not informed it was a 12 month term, and I was not told it would be auto-renewed with the inability to end the service outside of the 12 month term. This is a software program. There is no reason I cannot end my service prior to 12 months other than the company would be bankrupt because their platform is terrible. The *** should be ashamed of this business model. Houzz also sends so many emails in an attempt to bury emails regarding renewal. All of Houzz emails automatically go to promotions folder to continue to lock people into these rates.

  Business response

  06/18/2024

  To Whom It May ****************** do apologize for any frustration this may have caused. As all subscriptions for Houzz Pro are annual commitments, we do not offer cancellations outside of setting the current term for non-renewal. When you initially reached out to cancel, we advised you of this procedure. However, as the term was not set for non-renewal, it did renew into a new term. We then made an exception in allowing a cancellation as we normally do hold our professionals to complete the term they are currently in. If you have any questions, please feel free to reach out to our team. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We initially began our membership with Ivy and then houzz bought them and we opted to migrate to there new platform and were grandfathered in at our initial rate. We had unlimited member use (with only 2 members mind you) and just this month changed our agreement without our consent OR notice, and is charging us extra member charges. Again, the charge was processed WITHOUT any notification or permission. I have emailed the company and have only been given a reason for the charge, I am waiting a response on removing the charge. I have disputed this charge as well with my credit card company.

  Business response

  06/24/2024

  To Whom It May ****************** are sorry to hear that the professional is dissatisfied with their current experience on Houzz. We strive to provide all of our professionals with thorough and high-quality support. Our team has since been in contact with the professional regarding their concerns. If they have any additional questions, we encourage them to continue to reach out to our team. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My piece of furniture came damaged. I contacted them as soon as I notice it which I was half way through putting it together. They kept saying that they need more pictures which i sent. We went back and forth, and I get an e-mail this week telling me they were not going to give me a refund.Also, the piece of furniture didn't come with any instructions on how to put it together. It was like working on a puzzle. took me two days to figure it out but I don't want a damage piece of furniture. It's no-good for me like this. I've just believed a company would do this. Thank You, *************************** ********** Stand -$280.80- on May 30th,2024- My number is ************

  Business response

  06/20/2024

  To Whom It May ************** are sorry to hear that the customers order did not arrive in perfect condition. We have since followed up with the customer to assist with their concerns. If the customer has additional questions, we encourage them to reply to the latest email correspondence, and we will be happy to assist. 
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for a 30 day free trial of HouzzPro. I spoke with an agent to cancel and he informed me that I did not have an account with them. Two weeks later or so, I was charged. I called to dispute and the customer service agent said someone would call me from Subscription to handle the matter. No one ever called. I was then charged for a SECOND time. I called and they made an appointment, but ******* never called me. She sent me an email to inform me that I could not cancel my subscription. What is the point of a 30 day free trial if you are locked into a subscription? I tried to cancel and was told I did not have an account. I am disputing this with my credit card company but if they do not resolve this matter I plan to file a report with the *** as I see on here I am not the only one scammed by their shady business practices.

  Business response

  06/19/2024

  To Whom It May ************** are sorry to hear about the professionals disappointment with their Houzz Pro subscription. We researched their account and saw that they signed up for a 30-day Free Trial on 4/7/2024. On 5/7/2024, they were invoiced for their 12-month subscription. The first time we saw their outreach was 10 days later, where they were notified of their 12-month subscription. We then sent them a copy of their contract showing our Terms & Conditions. We understand that they meant to cancel their subscription within the 30-day free trial, so we have provided them with an exception and canceled their account. If the professional has any questions, we encourage them to reach out to our team. 
  Sincerely, 
  The Houzz Team
  

  Customer response

  06/26/2024

   
  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

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned pillowcase within time for refund. Did not get refund. Its been several months. Reached out to Houzz. Did not receive response. Want refund of $34.06 plus $30 for extra time and effort to get money back from non-responsive company after following detailed return instructions. Attachments are receipt for pillowcase, **** tracking showing return delivery and receipt from **** for return. I included return authorization in return packaging per Houzz instructions.

  Business response

  06/12/2024

  To Whom It May ****************** are sorry to hear that the customers refund has not been processed for their return. The customer used their own return label, and ********************** was not made aware of the tracking information. We have since processed the customers refund. They can expect to see their refund reflected in their account within 5 business days. If the customer has any questions, they may reach out to us through help.houzz.com. 
  
  Sincerely,
  The Houzz Team
  

  Customer response

  06/20/2024

   
  Complaint: 21822566
  
  I am rejecting this response because: I followed the instructions, which allowed for me to pay for shipping using **** instead of the pricier ***** option you provided. It still cost me over $11 to return a small piece of fabric, because I used a tracking service as was suggested. There was no requirement to make you aware that I used a different shipping label. That is absurd. It was addressed to you and included the return authorization slip that I printed off as required. You apparently just didn't bother to process it in the 3 months since I returned it, or you did but decided to keep the money until I escalated by complaining to BBB. 

  Your response also does not address why you didn't respond after I reached out to tell you that you had not refunded the money. You did nothing until I filed a complaint with BBB. I will never use your company again and will let others know of my experience as well.

  Business response

  06/21/2024

  To Whom It May ************** are sorry that the customers refund was delayed. Please note that per Houzz Return Policy, If using your own return label, we recommend you insure the shipment and keep your tracking receipt. This is to ensure that your refund is issued within a timely manner. There is no record of outreach to customer support prior to the filing of this complaint. We are always happy to assist if a customer has any issues with a return. If the customer has any questions, they may reach out to us through help.houzz.com. Otherwise, Houzz considers the matter resolved. 
  Sincerely,
  The Houzz Team
  

  Customer response

  06/21/2024

   
  Complaint: 21822566
  
  I am rejecting this response because:  You can't keep track of either a package sent to you or my follow up communication? Enough said.
  

  Business response

  06/26/2024

  To Whom It May *************** the return instructions provided to the customer: Please provide the tracking number to Houzz to ensure your refund is issued in a timely manner. As the customers refund has since been issued, ********************** considers the matter fully resolved. If the customer needs assistance, they may visit us at help.houzz.com. 
  Sincerely,
  The Houzz Team
  

*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. ↩