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:04/18/2025

  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:04/11/2025

  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:04/04/2025

  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 
  

• Initial Complaint

  Date:04/01/2025

  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.

  This company auto renewed my subscription and is forcing me to pay for 12 months of service I no longer want. The cost of the service also increased without my knowledge. I was very disappointed with their service the first year I was subscribed to it. When it auto renewed I tried several times to cancel, and Houzz told me I was obligated to pay for one year of service, billed one month at a time.

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,
  We are sorry to hear about the professionals dissatisfaction with Houzz Pro. We strive to provide excellent service to all of our professionals. The agreement that the professional signed included information regarding the auto-renewal. Additionally, notification was sent to them informing them of the upcoming auto-renewal. Our team has since followed up with them to discuss their account. If they have any questions, we encourage them to reply to the existing correspondence. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  Date:03/28/2025

  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 had a subscription for the estimating software and had a few customers that processed transactions through houzz, and now i am trying to access the pertinent documents to file my taxes and not get shut down.when i had first opened my account through **********************, i had made certain that if i discontinued the subscription that i would still be able to view the documents without renewing, and was told that yes, i would be able to. and now that im needing to access them i am being told that is not the case and that i need to pay something like $200 just so i can file my taxes

  Business Response

  Date: 04/02/2025

  To Whom It May Concern,
  
  The professional is no longer actively subscribed to Houzz Pro. Due to this, they are in fact unable to access data and documents from their Houzz Pro account. More information can be found at *************************************************************************. If they have any questions, they may reach back out to our Product Support Team. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:03/28/2025

  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 signed up for Houzz ************* services after being told that it would generate high-quality leads and help grow my business. From the start, I made it clear that I was looking for measurable results and a return on investment. I was assured by multiple Houzz representatives that success would come with time and consistency.Over the course of one year, I spent $1,800 per monthtotaling $21,600 on their platform. In return, I only received a handful of leads, and just one converted into a small bathroom remodel that didn't come close to covering even a fraction of what I invested. My assigned success manager kept changing, with each new person offering vague promises and using typical sales tactics to keep me on the program, but with no real results.Frustrated, I escalated my concerns and was contacted by someone claiming to be a manager. He acknowledged that my experience was not acceptable and promised to discuss my account with the ** and follow up with a solution. That follow-up never happened. I emailed several times afterward and was completely ignored.I feel misled by Houzzs sales team, disappointed by the lack of return, and frustrated by the lack of accountability. Being locked into a long-term contract for a service that delivered little to no value is unacceptableespecially when promises were made that were never fulfilled.

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,
  We are sorry to hear that the professional was dissatisfied with their experience on Houzz Pro. We strive to provide excellent service to our professionals. We have since followed up with the professional and marked their account to not auto-renew. If they have any questions, we encourage them to reply to the existing correspondence or visit us at *******************************. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  Date:03/27/2025

  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.

  In March '24, I was contacted by a Houzz Pro sales **** ******* *., who convinced me to purchase a 1-year service contract totaling $5,266.53. He assured me the following:The contract was for one year only.I would receive an average of 35 qualified leads per month.Houzz would contact me prior to renewal to review analytics from the year and discuss any changes before deciding whether to renew.None of these promises were fulfilled.Over the course of the year, I only received 37 leads, not the 420 I was led to expect. Of those, I was only able to connect with 3 potential clients, and none resulted in business. The quality and quantity of the leads were extremely poor and did not justify the cost of the ********** Dec'24 I completed a Houzz customer survey, rating the service as zero due to my dissatisfaction. I also left a voicemail with my assigned client success manager, ****** *., clearly expressing my desire to cancel the service. No one from Houzz responded to either my survey or VoiceM.Then, on 3/24/25 I noticed a charge of $530.31 was applied to my credit card on 3/20/25. I contacted Houzz and was told my contract had auto-renewed for another year. I was never informed of this specific cancellation form that was required 30 days prior. No communication from Houzz was received before the renewal, despite the original promise that someone would contact me to review the renewal first.When I spoke with ****** *. again, I asked for the charge to be refunded and the contract canceled. She told me nothing could be done because I had not submitted the cancellation form. I was then told that I would be charged $530.31 every month until March'26 with no option for cancellation or refund.This experience feels predatory and dishonest. I was misled by the salesman, ignored when I raised concerns, and locked into another year without my consent or knowledge. I am now being forced to pay over $6k for another year of service that has provided no value to my business.

  Business Response

  Date: 04/01/2025

  To Whom It May Concern,
  
  We are very sorry to hear that your experience with Houzz has been less than satisfactory thus far. We strive to provide excellent customer service and appreciate your feedback.
  
  We understand your request to cancel your account due to a lack of return on your investment over the last year. After a full account review, the only thing we received from you was your low score from the survey on 12/6 that did not contain comments regarding why the score was given. We combed through the call logs and can confirm that we reached out on 12/6 via phone and voicemail to review your feedback from the survey, but we did not receive an inbound call back, nor is there any record of receiving an inbound call from you until March 2025. We also reached out via email the same day on 12/6 to request a meeting to review the negative feedback, which also went unanswered. The non-renewal form was not filled out according to the terms that were agreed to in the contract. We sent an email on 2/2/25 to remind you of the renewal. Because we did not hear from you prior to your renewal, your account was renewed according to the terms and is unable to be canceled and refunded. The last date of your contract is 3/19/26, and it has already been marked for non-renewal. 
  
  We are happy to schedule a call with one of our advertising specialists who can lead you through how to be successful on our platform. We are also able to offer a unique resolution for you. Please reach out to our **************** team at ************* to get this meeting scheduled. 
  
  Sincerely, 
  The Houzz Team 
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23122313
  
  I am rejecting this response because:

  To Whom It May Concern,
  Thank you for your response. However, I reject Houzzs position and continue to dispute the renewal of my contract.
  At the time of purchase, I was explicitly told that my contract would not auto-renew without prior discussion. I was assured that I would be contacted to review performance analytics and decide whether or not to renew. This never occurred.
  To clarify:
  I submitted negative feedback via the Houzz customer survey in December 2024 and left a voicemail clearly stating my desire to cancel. No one responded to either.
  I never received or was made aware of a specific non-renewal form requirement. This was not discussed during the sales process, nor was it communicated in the follow-up.
  I did not receive the volume or quality of leads promised. I received only 37 leads in a yearnowhere near the 35 per month I was told to expect. Of those, only three were responsive, and none turned into business.
  I was not informed clearly or directly of any auto-renewal. A single email on 2/2/25 (which I did not see at the time) is insufficient notice and does not fulfill the verbal commitments made during the sales process.
  This has resulted in an unauthorized $530.31 charge, and I have been told I must continue paying for a service that has failed to deliver any return on investment. I consider this to be a deceptive business practice and a violation of consumer trust.
  I reiterate my demand:
  Cancel my Houzz Pro account immediately.
  Refund the $530.31 charged on 3/20/25.
  Do not charge me further.
  If Houzz continues to enforce this contract under false pretenses, I will escalate the matter by filing complaints with the appropriate consumer protection authorities and pursuing other available remedies.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,
  Thank you for providing us with your feedback. After a full account review, the only thing we received from you was the low score from the survey on 12/6 that did not contain comments regarding why the score was given. We combed through all call logs and can confirm that we reached out on 12/6 via phone and voicemail to review your feedback from the survey, but we did not receive an inbound call back, nor is there any record of receiving an inbound call from you until March 2025. We also reached out via email the same day on 12/6 to request a meeting to review the negative feedback, which also went unanswered. The non-renewal form was not filled out according to the terms that were agreed to in the contract. We sent an email on 2/2/25 to remind you of the renewal. Because we did not hear from you prior to your renewal, your account was renewed according to the terms and is unable to be canceled and refunded. The last date of your contract is 3/19/26, and it has already been marked for non-renewal. Please note that the renewal information is included in the signed agreement. You can find more information at *************************************************************************. We are happy to schedule a call with one of our advertising specialists who can lead you through how to be successful on our platform. We are also able to offer a unique resolution for you. Please reach out to our **************** team at ************* to get this meeting scheduled. 
  Sincerely, 
  The Houzz Team
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23122313
  
  I am rejecting this response because:

  To Whom It May Concern,

  Thank you for your follow-up. However, I again reject Houzzs response and maintain my position that the renewal of my contract was unauthorized and based on misleading business practices.
  While I acknowledge that a survey without written comments may have been submitted, I also left a voicemail shortly afterward in December 2024 clearly expressing my dissatisfaction and intent to cancel. Houzz claims to have reached out to me, but I never received a direct conversation or meaningful follow-up from any Houzz representative regarding this. A single unanswered email or voicemailone that Houzz claims was sent but for which I have no recorddoes not constitute the renewal discussion I was explicitly promised by your sales representative.
  

  Furthermore, I was never informed of any non-renewal form requirement during the sales process. This was not mentioned during onboarding, in any follow-up communications. The first time I ever heard of this form was after the unauthorized charge to my account in March 2025.
  

  To date, no one from Houzz has made a sincere attempt to reach an amicable resolution. The only calls I received was to inform me that Houzz would not change its position. Then, on April 8th, I received another call from a Houzz representative stating that they had a homeowner on the line looking for a remodeler and asked if I wanted to speak with them. I politely declined, explaining that I no longer wish to do business with a company that engages in deceptive practices. The representative said nothing, abruptly hung up on me and I havent been contacted since. 
  

  Houzz also claims to keep accurate records of all inbound and outbound calls and states at the beginning of every call that it is being recorded. However, when I requested that Houzz review the recorded calls between myself and the original salespersonto prove that I was misled and that false promises were made to get me to sign upI was told that those calls are not on record anymore. This is both convenient and concerning, given Houzzs repeated emphasis on comprehensive call documentation. If those recordings supported Houzzs claims, I believe they would have been produced. 
  

  I was assured by the salesman that the contract would not renew without a performance review, which never took place.
  

  The actual service provided fell far short of what was promised by the salesman. I received only 37 leads over the course of a year, despite being told I could expect around 35 qualified leads per month. Of those, only three responded, and none led to business. This was not a minor underperformanceit was a complete failure to deliver the value that was sold to me.
  

  I reiterate my demand that:
  My Houzz Pro account be canceled immediately.
  The $530.31 charge made on 3/20/25 be refunded in full.
  No further charges be made to my account.
  

  If ********************** continues to ignore these facts, enforce the contract under these deceptive circumstances, and refuses to work toward an amicable resolution, I will escalate this matter to the Attorney **************** the ************************, and all other relevant consumer protection agencies.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/17/2025

  To Whom It May Concern,
  We are sorry to hear that you remain dissatisfied by the provided response. The last date of your contract is 3/19/26, and it has already been marked for non-renewal. Please note that the renewal information is included in the original signed agreement. You can find more details at *************************************************************************. We are more than happy to schedule a call with one of our advertising specialists who can lead you through success on our platform. We are also happy to offer a unique resolution for you. Please reach out to our **************** team at ************* to get this meeting scheduled. 
  Sincerely, 
  The Houzz Team
  

• Initial Complaint

  Date:03/25/2025

  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.

  On March 21st, 2024 I received a damaged bench. On that same day I contacted Houzz regarding about the damaged bench and they stated I can do a return but shipping cost of $200+ would be deducted from my refund amount.Ive trying to ask for assistance from two customer service representatives who have not replied back via email. Therefore I am contacting BBB for a resolution. After reviewing the shipping box further I saw that the placement of the part of the bench that is scratched is due to the box being damaged. There is a hole on the side of the box and its the exact placement of where the part of the bench is scratched. Attached are photos as proof that the item seemed to be damaged I would assume while in transit (it could also be from a damaged box the bench was put in).Resolution: I do not want a replacement item. I would like to return the item and NOT pay shipping costs as it arrived damaged.

  Business Response

  Date: 03/27/2025

  To Whom It May Concern,
  
  We are sorry to hear that the customers order arrived damaged and for any confusion regarding their return request. We have since followed up with the customer to provide them with their refund. If the customer has any additional questions or concerns, they may reply to the existing email correspondence. 
  
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:03/25/2025

  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.

  To Whom It May Concern,I am submitting this complaint against Houzz Inc. regarding their handling of user reviews on their platform, specifically the lack of oversight and recourse for unsubstantiated or potentially fraudulent ********** a business actively engaged in the home improvement and building products industry, we have observed a troubling pattern on Houzz: negative reviews being posted without any verification of purchase, project involvement, or identity. In several cases, these reviews appear to be inaccurate, misleading, or possibly generated by bots or competitors, as they reference products or service details that do not align with our offerings or records.Despite our attempts to flag or dispute these reviews, Houzz offers no meaningful recourse for businesses to challenge false claims. This has a direct and negative impact on our reputation and customer trust, especially when such reviews are given undue visibility alongside legitimate feedback.We strongly believe that platforms like Houzz have a responsibility to ensure the integrity of their content. This includes:Verifying that reviews come from verified buyers or clients,Offering businesses a fair and transparent dispute process,Removing clearly false or malicious content when ************** this time, Houzz is failing to provide these basic safeguards, which undermines trust in the platform and damages the businesses that rely on it for visibility and customer engagement.We respectfully request that the BBB investigate this matter and encourage Houzz to implement more robust review validation policies and a fairer resolution process for businesses affected by false or harmful reviews.****** ********** Panoramic Doors

  Business Response

  Date: 03/28/2025

  To Whom It May Concern,
  
  Thank you for sharing your feedback with us. We apologize for any frustration regarding reviews on your profile. Please note that all reviews must fall within the guidelines set in the Houzz Review Policy, which is detailed at **************************************************************************************. If you believe there to be any discrepancy within a specific review, please reach out to our Community Support team through *******************************. We are more than happy to take a look. 
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23110547
  
  I am rejecting this response because: I would at least like a link to where these reviews can be formally challenged in quick response. Waisting out time taking down fraud reviews is not how I'd like to spend my day. Each review should have a flag you can raise on each post like ****** reviews do. 

  Fraudulent reviews and spam should be easy to eliminate. If you'd like to reach out to me ************************* I'd love to discuss further. 

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

  Business Response

  Date: 03/31/2025

  To Whom It May Concern,
  
  If you believe there to be any discrepancy within a specific review, please reach out to our Community Support team through ******************************* via the email address associated with your Houzz account. We are more than happy to take a look. 
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23110547
  
  I am rejecting this response because:

  Please reach out to me directly regarding this matter ************************* The business having to chase down fraud reviews in unacceptable. 

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

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,
  If you believe there to be any discrepancy within a specific review, please reach out to our Community Support team through ******************************* via the email address associated with your Houzz account. We are more than happy to take a look. 
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:03/24/2025

  Type:Delivery 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 a formal complaint against Houzz Furniture for failure to deliver purchased merchandise and refusal to issue a refund after cancellation. On March 6, 2025 I ordered a bed from Houzz in the amount of $750 The original estimated delivery date was March *****, but Houzz and their delivery courier subsequently changed the delivery date multiple times without providing a valid explanation. Despite repeated inquiries, their customer service team failed to give me honest or reliable updates on when the item would actually arrive. By March 21, after weeks of delays with no resolution in sight, I made the decision to cancel my order due to non-delivery. However, Houzz has refused to process a refund, leaving me without the product or my money. This conduct is unacceptable and appears to be a violation of basic consumer protection principles. I made multiple attempts to resolve this issue directly with Houzzs customer service, but they have been uncooperative.

  Business Response

  Date: 03/26/2025

  To Whom It May Concern,
  
  We apologize for any inconvenience that the customer may have dealt with during their ********************** delivery experience. We strive to provide excellent customer service and support to all of our customers. We have since followed up with the customer to assist and provide them with a unique resolution. If they have any questions, we encourage them to reply to the existing email correspondence or visit us at *******************************. 
  
  Sincerely,
  The Houzz Team