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:10/03/2024

  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 signed my agency up for honeybook in order to streamline client contracts, orders and payments. I can say that since I started this process, they have only made my life more difficult. Processing payments in this system is a nightmare. I book clients and they pay. And, if a person decides to be terrible to our team and file a dispute, honeybook goes into YOUR BANK account and removes all money from any booked contract, without warning and holds it for up to 90s days, making our team guilty until proven innocent. They also charge a dispute fee. This is a joke and unacceptable. I just got paid for a new client job, not related to a previous dispute and honeybook locked it up until further notice. They say they defend us to the bank, but thats a joke. with the mountain of evidence I provided for HB, it still is a c*** shoot weather we get our money back, because THEY decide if WE provided a service. lol. We have recorded zoom calls, contracts saying the risks and no refund. and they still side with the buyer. I am pulling my over 1 million $ a year biz from honeybook today, as this is the last straw! I have sent tons of emails and tried to call them, with no success.

  Business Response

  Date: 10/07/2024

  Dear Mr. Copley, 

  
  Sorry to hear your business has been dealing with client disputes. As mentioned in the various emails that were sent, the dispute resolution is decided by your client's bank and not HoneyBook. The dispute fee is standard across the payments landscape, is what HoneyBook is charged when a dispute is filed, and we pass that fee on. We appreciate you working diligently in providing us the evidence needed to help build a case, which we hope will ultimately be decided by your client’s bank in your favor and any held funds will be returned to you. 

  
  With regards to your most recent payment being held for the dispute recollection, we have previously communicated the process of funds being held to cover the dispute. The remaining funds of the $6,000 payment ($4,691.36) was attempted to be deposited on September 30, 2024. That deposit was unsuccessful due to an incorrect bank account number ending in 4745. When we were informed by your bank this happened, we sent an email on October 2, 2024, informing you of this. On October 3, 2024, you corrected the bank account information and the remaining balance of $4,691.36 was successfully transferred to your bank account ending in 6345. You should have received these funds on October 4, 2024, depending on when your bank makes funds available. If you have not received this deposit, please contact us and we would be pleased to track this down for you.
  
  Sincerely,
  HoneyBook
  

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  Hello, my client paid an invoice for an event happening this weekend and paid the last minute fees as well. The total was for $3000 (they tipped $300 to cover late charges). They paid August 15th and the ORIGINAL deposit date was set for August 19th. It is now August 21st and the new deposit date is set for August 23rd. Ive emailed them to hear there is no update 3 times and i contacted their Instagram and chat within the app and called their number to learn it was automated. Attached are screenshots from the past 3 days of the date continuing to be pushed back. This company is making me look completely unprofessional due to their lack of communication and unprofessional handling of this situation. I just want my money so we can put on a great event for the Johnsons but it seems that wont happen. Can we have an IMMEDIATE update?

  Business Response

  Date: 08/23/2024

  Dear *****,

  It was a pleasure chatting with you on the phone earlier today and thank you for all the valuable feedback on how we can improve the support we offer our customers. This is something I will be looking into and truly appreciate your time on the phone.
  
  Your client's payment has been refunded and if they do not see the refund post in 5-7 business days (usually happens within 24 - 48 hours) do let me know.
  
  Thank you again for the feedback and sincerest apologies for the inconvenience.
  
  Sincerely,
  ***********************

  Customer Answer

  Date: 08/23/2024

  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

  Date:06/07/2024

  Type:Sales and Advertising 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.

  A payment was made early Monday 6/3/24 and scheduled to deposit 6/5/24. No payment had been deposited and each day the scheduled deposit date is pushed back. It is now saying the payment will deposit next week. This event is in one day and I have yet to receive the funds to execute it. No chat rep Ive spoken with can verify that the payment is in progress or provide any traceable ID for the payment so that I may track it. It seems as if they are collecting interest on the payment before depositing as it does not take more than 5 business days for payment to deposit. Where is my money?

  Business Response

  Date: 06/07/2024

  Today, 6/7 we spoke with **************** over chat and on the phone to confirm the deposit was initiated and on its way. Due to the weekend, the deposit will likely be received on Monday, depending on when her financial institution makes funds available. The reason for the delay was due to an issue depositing on the debit card. At the time, the card no longer accepted deposits.  

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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 was told on the April 4 customer will receive in ****** and if still not received contact back. Then I was told you cant refund client has to file dispute with bank.My account is closed why are funds still being held and being told need to dispute to get funds back not ethically and deceitful bank said dispute is non sense and merchant needs to reverse payment thats it.

  Business Response

  Date: 05/07/2024

  On May 6, 2024 ******************** was in touch with our support team who was able to work with our processor to issue the $4,000 refund. 
  Attached is a copy of the correspondence with ******************** and proof of the refund. 
  
  

  Customer Answer

  Date: 05/08/2024

  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

  Date:03/14/2024

  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.

  My client paid a $3410.00 deposit on 3/6/2024. It is now 3/14/2024, and the funds aren't set to deposit until 3/15. It does not take two weeks to send me money I am owed. Client support has been nothing but unhelpful and has made 0 attempts to correct the situation. No expedition of funds, nothing. It does not take nearly two weeks to send over a payment I'm rightfully owed. They have purposely sat on the money, making absolutely 0 effort to send it to **** am disgusted by this experience and their lack of help.

  Business Response

  Date: 03/18/2024

  I spoke with **** on the phone and cleared up the issue. I let him know HoneyBook was not the one holding the funds gaining interest but rather, Stripe. We had a good conversation where I was able to provide him with additional context and did refund the $39.39 membership charge from March 2, 2024. 

• Initial Complaint

  Date:02/03/2024

  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.

  Good morning, Our company is based in Texas; we provide a mobile cigar bar for events like weddings. I have used Honeybook as a CRM for around a year and a half. In October, I experience a payment issue. My client will pay through Honeybook, it will mark it as paid, and Honeybook will take out the fees, but the estimated deposit date on my bank account kept being pushed back, and the money was never deposited. After multiple contacts on a chat, they told me there was a glitch in the system, and the IT person told me to reinstall my bank account info. It worked, and I got all the deposit on my account on December 26, 2023. Last week, the same issue happened; I contacted the company via chat, explaining that the problem occurred again. They told me that their third payment party, ******, had updated their policy, and they were concerned about our business. Because of that, Honeybook would shut down my account as soon they could, leaving me a couple of days to retrieve all the data I needed. I have yet to receive a warning or email about this matter, but Honebook has continued processing some payments, took out the fees on each of them, and pushed back the deposit date. They told me that they would issue a refund for my client and refund me the yearly fee. But I did receive an email to confirm that refund nor operation on my account that shows a refund process. Some payment from clients was done in January 15. I would like them to refund my client and my yearly fee as soon as possible so I can invoice them back as some event are coming up this month.

  Business Response

  Date: 02/07/2024

  Hello Christopher,

  John here and happy to help.

  We sincerely apologize that we are not able to support businesses that sell tobacco products (this is a restriction by ******, the company that processes your client payments) and for the delay in the refunds posting to your credit card for the annual membership fee and your client payments.
  
  As of today, you should see a $415.74 refund to your credit card ending in 8516 for the membership fee. This refund was issued on 2/5/24 by our system.
  We also refunded the following client payments on 2/6/24: $557.66, $200, $200 and your clients should see those credits on their accounts. 

  It may take up to 10 days for the refunds to appear on credit cards (depending on the bank) and if your clients do not see these refunds, please feel free to reach out to me at: ************

  Sincerely,

  John

• Initial Complaint

  Date:01/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  customer service Sure thing! ******************** typically replies in under 5m.Give Support and the team a way to reach you:You'll be notified here and by SMS Get notified by email call ************ Hi there, thanks for reaching out and happy to help!Unfortunately, I am not available to call you right now as I'm helping members via online chat; however, I am more than happy to assist with any of your questions right here over chat.May I ask for your Honeybook accounts email address?************************ Hm, unfortunately I'm not seeing a Honeybook account under ************************* are there possibly other email addresses you may have used?no but I am being billed continuously and it's not my credit card it was suppose to be for one month and I have tried numerous times to cancel it Can't you pull up the business name I can! Just to confirm it's: husband & wife cleaning service?yes Found it! However,Unfortunately we would not have the ability to cancel your membership on our side, as the membership/billing information is housed within the Play Store on your Android device. In order to cancel, you would need to reach out to ******** billing support team. They can be reached here.This is rediculous you told me months ago it was cancelled. Take the payment off the account.You are illegally using that credit cad you're link isn't pulling up anything Apologies! I'll place it below.However we are unable to access your billing information as we do not have it in our system. Because your membership is through a third party app we do not have access to it. I'm really sorry that there isn't a way I can do this for you!************************************************************************** Just now.I've done this before and nothing. It's just a circle and they keep billing

  Business Response

  Date: 01/24/2024

  Hi ******,

  We did find a HoneyBook account using your email address of: ************************* and it looks like your membership was paid via the ****** Play Store.

  HoneyBook does manage your account, however sign you subscribed via the ****** Play Store, your membership is managed by ****** and not HoneyBook. As a result we are not able to cancel the recurring billing or issue a refund. To cancel your HoneyBook subscription paid to ******, please follow the steps in this article: ******************************************************************************************

  Apologies we are not able to do this on your behalf and for any inconvenience.

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

   

   

• Initial Complaint

  Date:11/15/2023

  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.

  Ive used honeybook for invoicing for about 1 year. I pay a monthly fee and a percentage on every transaction. Honeybook failed to show me proof on how they represented me in a recent client dispute. I provided a client who cancelled her event with $637.50 on 9/18/23. The client committed fraud by accepting the payment AND filing a dispute with her credit card for a 100% refund. Graphic Work was done and I provided all the facts to the bank via honeybook portal. However the credit card *** favored the client for $762.27. Then the client filed for another dispute for $500 which is pending. I fear a possibility of them favoring her dispute again. Therefore allowing her get a full refund of ($1262.27)+ $637 (refunded by me on 9/18/23). ***The problem now is*** while this matter has caused me financial hardship. Bank fees and negative bal for funds I didnt have. I finally got a booked event last week. Which would help me with my bills and grocery. My client paid on honeybook $821.31 11/7/23. I found out today 11/15/23 honeybook is holding my deposit hostage. They never allowed my deposit to go to my bank. I am *********** pay the previous dispute on my own. I am *********** dispute the claim with the client bank. The dispute rep firmly says all decisions are final. Says I cant dispute the bank decision. Yet they tell me they are on my side. Its a clear case of fraud and they favored the client. Although there was a payment link to make the payment myself. They disabled it and took my money from my only upcoming event. Money I need to buy grocery and for the upcoming Thanksgiving holiday. I want my funds released. Honeybook should not be involved with the refund. They didnt represent me and are clearly helping the client gain $1,900.00 for a $1,200 event. The client cancelled and breached her contract. I want my deposit back asap. Please help me find justice against honeybook. I want to retrieve my payment. I am suffering financially because of this.

  Business Response

  Date: 12/01/2023

  Hello and thank you for sending a reminder, we did not receive the original notification.

  On 11/29 I spoke with ************************* about her client's disputes and funds.

  There are two issues:

  1. why her client's bank ruled in favor of her client and she wanted to see the response we sent to her client's bank and
  2. she was charged $618.80 to refund her client and her client also received the funds from the dispute, resulting in a double credit.

  #1 was resolved in my call with *****. We cannot explain why her client's bank ruled in favor of her client and have provided her with the dispute response we sent to her client's bank. This is something she is *********** receive and not sure why she was not provided this. We are working internally to understand why she was not provided the response by request.

  
  #2 was also resolved in my call with *****. After speaking with *****, I discovered she issued a refund to her client on 9/17 and it takes ~ 7 days for the refund to post to her clients card because we ******************************* bank account ($618.80) to fund the refund we issue her client. Before the debit could clear the bank, her client disputed the payment and received the funds instantly via the dispute process. Then when the $618.80 funds cleared her bank, there was no longer a payment to refund and we returned those funds to her bank account on 9/21 (see attachment).  ***** did not recall receiving those funds and I provided her with the document attached to research this with her bank. If she did not receive those funds, she needs to contact her bank with the information I provided. If the bank is not able to find the funds, I did make myself available to her and her bank to help track this down 
  
  As of Today, 12/1 I have not heard back from ***** regarding these funds not being received. I also called and left two voice messages to contact me should her bank not be able to locate these funds. To my knowledge, this complaint is now closed.

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

• Initial Complaint

  Date:10/06/2023

  Type:Customer Service 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 signed up with Honeybook and it has been a total loss to my business. I am sick of this company already and can't believe the reviews I am reading. I too am having serious issues with the company and even sending messages to them is silly. They have almost no customer service and ******* who answered me didn't even read my email. Train your people better! Your email system is broken and does not combine each response but creates a separate email thread. What a stupid service this is and I have lost a bit of time and money. Get someone involved.

  Business Response

  Date: 10/10/2023

  Today a supervisor, ***** spoke with ****************. After speaking with ****************, she discovered there was a browser add-on that was preventing the HoneyBook chat icon from appearing. This has now been corrected and the supervisor is triaging the conversations to identify and address training gaps in order to avoid this experience in the future with other customers. 

  Customer Answer

  Date: 10/11/2023

  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:09/21/2023

  Type:Sales and Advertising 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 Honeybook for over a year now and recently I did not receive the payment from a transaction that I initiated in my Honeybook account. It was an instant payout and in my account it stated the fund had been sent. However days later the money still had not arrived. Honeybook does not have a customer support number so my only choice was to go back and forth via email to figure out where my money was. Honeybook keeps saying the money was sent to my bank and even provided a payout receipt from stripe however when provided to my bank they had no record of the transaction. My money is still missing and I have no way of speaking with anyone directly at Honeybook. This is unacceptable.

  Business Response

  Date: 09/28/2023

  I have been on touch with ******************** and ************.
  The issue was on ************'s end where HoneyBook sent the funds but ************ could not locate them.
  
  As of today, 9/28/23 (see attachment) the issue is resolved and the funds are in ************************ bank account. 

  This issue is now closed.