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:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I trialed this software and had come changes with my trial they fixed for me. I was told I wouldn't be charged for anything and could cancel from the app. They won't cancel the account, my rep wont even respond to me, they refuse to refund the $50. You can see in the email attached this was all for a trial and was dependent on my satisfaction.. I'm not satisfied and don't want anything to do with them.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/17) */ To Whom It May Concern, Thank you for providing us with this feedback on Houzz Pro and our cancellation process. We can confirm that the professional's account has been canceled and we have processed their refund as well. We will be sure to consider the feedback provided on their experience with Houzz Pro. Sincerely, The Houzz Team Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded the money after close to 10 days and multiple emails about how hard it is for them to cancel an account or process a refund. I'm happy to never do business with them again and to share all of this with all of the other contractors. The screenshots from Houzz employees will share all their nasty tricks.

• Initial Complaint

  Date:08/01/2022

  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 have detailed problems with the merchandise they sent me and asked for a return label. I was within the 30 day return policy and I still cannot get a return label for the defective merchandise. How can I force them to accept the return and refund my money.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/02) */ To Whom It May Concern, We are sorry to hear that the customer is having issues with their order, and also that they have not been provided a return label. The email address associated with the complaint and related cases in our system show that no orders have been placed under this account since 2017. For security purposes, we are unable to assist if the email address does not match that on the order. If the customer has a recent order that they need assistance with, we encourage them to contact us through help.houzz.com using the email address the order was placed under. We are here to assist as best we can. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attached the original email from them and the original email address. I don't check that email mucch. Attached us the order number and the fifth email.they sent telling me I was out of the 30 day return period which it is now by 4 days but nor when I requested the original return. The order email is ******************** Business Response /* (4000, 9, 2022/08/04) */ To Whom It May Concern, We appreciate the customer providing us with additional details on their order. After review, our team is currently working on having this picked up for a refund. As the customer stated, this was indeed reported within policy, and is being treated as such. Should they have any questions, they may reply to our previous correspondence. Sincerely, The Houzz Team

• Initial Complaint

  Date:07/29/2022

  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.

  In August 2022, I opened a Houzz Pro account with a 12-month membership commitment. On April 6th, 2021, I sent an email asking for the definitive cancelation of my subscription because not satisfied with the service. Today, after going through my bank account statements, I've just realized that, instead of closing the account, they renewed it for a second year in August 2021. As a result, I have now 12 unauthorized charges for which I ask a full refund, as well as the definitive cancelation of my subscription. I'm hoping that this matter will be resolved promptly. ***************** ***************

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/15) */ To Whom It May Concern, Thank you for providing us with this feedback on Houzz Pro and our cancellation process. We can confirm that the professional's account has been canceled and we have processed their refund as well. We will be sure to consider the feedback provided on their experience with Houzz Pro. Sincerely, The Houzz Team Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They provided exactly what I asked. Thank you for your help.

• Initial Complaint

  Date:07/28/2022

  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.

  Date of Transaction: June 24th, 2022 Amount of transaction: $457.26 Item Purchased: Dreamline *************** Aqua Uno 34" Frameless Tub Door Date Houzz Accepted the return: 6/29/22 Date Returned: 7/1/22 Contacted vendor multiple times about FedEx Tracking Error; July 6th, July 7th, July 11th, July 13th. Fed-Ex Tracking #************** Shows the item has been stuck in transit this entire time. We don't have the product and we don't have our money.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/05) */ To Whom It May Concern, We are sorry to hear of the customer's frustration with their return and refund. Houzz has since been in contact with the customer and has processed the appropriate refund. Should the customer have any additional questions, we encourage them to contact us through help.houzz.com. Sincerely, The Houzz Team

• Initial Complaint

  Date:07/26/2022

  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 decided to go with Houzz pro for our construction business. It is not fitting my needs and when I said I wanted to cancel it, my manager said you can't you signed for a year. I was not under that assumption since I told the person that signed me up that I wanted to do month-to-month to see if it fitted my needs. I would never have signed up if I had to commit for a year. It most definitely does not. I want it canceled immediately because I literally despise companies like this that say in a term that you have the right to cancel any moment, just as Houzz has the right to get rid of you. It is contradictory and this company is a scam. I want my account closed immediately and no charges. " You may close your account at any time by going to account settings and deactivating your account. We may permanently or temporarily suspend your use of the Houzz Platform at any time for any reason, without any notice or liability to you. We may terminate your account at any time for any or no reason, including if you violate any Houzz policy (including the Acceptable Use Policy or Prohibited Products Policy). Upon termination of your use of the Houzz Platform, certain provisions will survive termination, as detailed in Section 10(m)."

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/05) */ To Whom It May Concern, We are sorry to hear that the professional is not satisfied with Houzz Pro. We have been in contact with the professional and were able to come to an amicable resolution. We appreciate the opportunity to address their concerns and are in communication with them to ensure this is resolved. 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. If they have additional questions regarding their account, they may contact their dedicated account manager. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel satisfied with this as all leads have been people who do not even want a contractor as they have one. I am making cold calls to people who are not interested. Business Response /* (4000, 9, 2022/08/18) */ To Whom It May Concern, We are currently in communication with the professional regarding their complaint about their Houzz Pro account. If they have additional questions, they may respond to Houzz directly via existing email communication. Sincerely, The Houzz Team

• Initial Complaint

  Date:07/25/2022

  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 suddenly started getting recurring monthly charges from Houzz and they claim that I signed up with some service with them, which I did not and would not ever. They can't show me any email correspondence or anything with my signature. Nothing to prove that I agreed to anything , much less what I agreed to. I reported the charges as fraudulent with American Express, which is my credit card where the charges occurred.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/08) */ To Whom It May Concern, We are sorry to hear that the professional was unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. We were able to come to a resolution, and the account has since been canceled and refunded. As always, Houzz is committed to making sure that the professional experiences long-term customer satisfaction and hope to work with them in the future. If the professional has additional questions regarding their account, they may contact our support team. Sincerely, The Houzz Team

• Initial Complaint

  Date:07/25/2022

  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 signed this contract on July 14, 2021 It's an annual agreement (Annual is 12 months by definition) I prepaid it in full I signed a contract that stated a start date and an end date I paid that contract in full No more no less I DID NOT sign a subscription bases contract. HOUZZ charged my credit card $327 on 4/5/2022 and $327 5/5/22? I purchased and prepaid in full for a marketing campaign last year with NO renewal This is a deceptive practice I have been contacting ***************************************** my contact there since may 5th to NO resolve.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */ To Whom It May Concern, We are sorry to hear the professional is unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. The professional signed an agreement with an initial 12-month term that auto-renews for another 12-month term, unless they notify us otherwise, as indicated in the terms and conditions of the agreement. The professional expressed concern that the subscription was not meeting their expectations. As a concession, Houzz doubled their marketing exposure at no additional cost. After this point there were no other concerns expressed by the professional. Our practice is to check in at least every 2 months to ensure everything is running smoothly. No mention of any dissatisfaction was brought to our attention. The subscription auto-renewed on 4/5/22. A few weeks later, the professional emailed with questions on why they were still being billed and wanted clarification on the terms of their subscription. Emails were exchanged outlining and explaining the terms and process for canceling. Over the course of those emails, it became clear that no mutually beneficial resolution was going to be possible. On 7/25/22, Houzz started the process to cancel their program immediately. As always, Houzz is committed to making sure that the professional experiences long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business. If the professional has additional questions regarding their account, they may contact our Support Team. Sincerely, The Houzz Team

• Initial Complaint

  Date:07/24/2022

  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 run a cabinet painting business and use houzz platform for leads. we didn't get any leads on their platform until we started paying a small membership price for it. It was a month2month payment. We generated 6 leads in the year for 2021 in our service field. The remainder of the leads didn't fit our criteria. We were then told and hounded, and repeatedly called to sign up for their higher marketing package which includes a $450 monthly membership and a 1 year locked in contract. We were promised and told we would get significant increase in leads that would be in our field and then we would love it. So we signed on. Once we signed on, all of the leads for our field stopped and any other leads dramatically decreased over the course of this year in 2022. Once we brought it up with our rep, they said it's a profile problem, which our profile is VERY similar to the profile we had last year. In fact, the ONLY differences are better pictures and better copy. If that's the case, we should be getting MORE leads then last year right?... Wrong! Either way, all of this is in our contract but what ISNT in our contract, is the fact that the ONLY leads we've gotten in our field this year are FAKE. When you get a lead, it comes with a phone number. We've gotten 3 leads so far that are SLIGHTLY Related to our field and when we reach out, its a automated message to a phone number that DOESNT ACTUALLY WORK. I talked with my business partner and they said this happened with some of the leads from last year as well. Houzz is putting these fake profiles up to make it seem like their platform is working, saying it's your fault for not being able to convert clients due to bad profiles, and then trying to convince you into signing a large year long contract that it is IMPOSSIBLE to get out of. Then, once your stuck, their "reps" stop answering phone calls and emails. This whole business model is a scam. I want my $ back and out of our contract.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/28) */ To Whom It May Concern, Thank you for reaching out and providing us with this feedback. Looking through the history of appointments and checking in with your dedicated Client Success Manager, it appears that this is the first time there has been mention of things not going well with your program. It is normal in an annual cycle to see variability month to month and it is common for the summertime to be a period of high traveling rates for our homeowner and professional communities alike. We strongly recommend connecting with your Client Success Manager to strategize your plan for both Summer and Fall. This is the best way to ensure maximum results from the high volume of exposure on your program. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this as a fix to our situation. Your rep does nothing to help us resolve the situation. She says she's going to see what she can do, then suggests updating our profile, and then nothing happens. Then we're provided with more fake leads that don't actually have working phone numbers. This business model is skewed. I want out of this contract and will not stop until you terminate it due to the fact of your fake leads and false advertising. You can contact me personally ************ Business Response /* (4000, 9, 2022/08/11) */ To Whom It May Concern, We are sorry to hear the frustrations so far surrounding the professional's goals for this program and want to assure them that Houzz is 100% invested in their success. All inquiries are legitimate and from users in their local targeted markets. This being said, responsiveness can be a challenge on any digital marketing platform which is why Houzz provides a dedicated Success Manager to strategize and help pros with improving their profile and local appeal of their businesses. With this in mind, a replacement success manager has been assigned to their profile and will be reaching out soon to help. Sincerely, The Houzz Team

• Initial Complaint

  Date:07/21/2022

  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.

  Our business, ******************** purchased marketing from Houzz for $6,700. We entered into a 6 month contract which we are halfway through. We we led to believe that we would receive quality, pre-qualified leads for for medium to large size jobs. We have only received handyman size job leads, fixing a small hole in a wall, etc. We have not landed a single job. Our rep has advised us to be patient. We were misled by Houzz sales.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/28) */ To Whom It May Concern, We are sorry to hear the professional is unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. We have since assigned the account to a new Client Success Manager who will be able to update Services Provided for the pro to ensure Lead quality and will go over additional best practices. As always, Houzz is committed to making sure that the professional experiences long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business. If the professional has additional questions regarding their account, they may contact their new account manager. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) A new client success manager will not create leads. Our Houzz site has be verified by two different Houzz specialists and deemed to be perfectly optimized. We were lied to about the Houzz platform's effectiveness. We were forced into a contract because Houzz new we would cancel a monthly subscription that delivered nothing. We intend to see this through until we receive a refund. It's not right to be dishonest with a small business that doesn't have $6,700 to waste. Business Response /* (4000, 9, 2022/08/11) */ To Whom It May Concern, Our team has reviewed the professional's additional comments in regards to their canceled 12-month contract and a refund request has been approved. Once issued it may take 3-5 business days to process. We appreciate the opportunity to address their concerns and are in communication with the professional to ensure this is resolved. If the professional is in need of any additional assistance, we would encourage them to reach back out to our support team. Sincerely, The Houzz Team Consumer Response /* (2000, 11, 2022/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/19/2022

  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.

  A vanity was delivered to me that was the wrong color and none of the drawers would open. The vanity was supposed to datk brown. I asked for a replacement but they only offered me a 10% discount. I would like an exchange.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */ To Whom It May Concern, We are sorry to hear of the customer's frustrations regarding their order. Houzz has been in contact with the customer and has come to an amicable solution. If the customer has additional questions regarding their order, they may contact Houzz by calling ************** or by visiting **************. Sincerely, The Houzz Team