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:08/31/2026

  Type:Order Issues
  Status:

  UnansweredMore 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 an annual contract with Hubspot on May 29th, 2026. There was a $655 setup fee and $280/mo fee. They are not providing the solution needed or represented and I am simply trying to cancel my subscription which they will not allow me to do.Therefore, I am submitting a formal complaint against HubSpot regarding failure to deliver agreed-upon software functionality, misrepresentation during the sales process, and refusal to provide a dispute mitigation on an annual commitment, after many repeated attempts. I entered into an annual subscription with HubSpot based on specific software capabilities, features, and workflows represented to my team during sales demonstrations. Upon countless hours of testing, implementation and use, the platform has failed to perform the required core functions as promised. Despite multiple good-faith attempts to resolve these platform limitations and reach a reasonable compromisesuch as reducing unused seat licenses, adjusting terms down to one license, or REMOVEDhas refused to engage meaningfully. Support communications have been deflected by automated AI responses stating that no mid-term contract adjustments or reductions are permitted prior to the May 2027 renewal date. HubSpot continues to bill our account ($280.00 monthly) for seats and tools we cannot utilize due to the product failing to meet the representations made at the time of sale. Desired Resolution: Immediate review by HubSpot executive/billing management. An immediate reduction in billed seat count to reflect actual operational use, or mutual termination of the contract without penalty due to product misrepresentation .A billing credit/refund for charges incurred during the period the platform failed to deliver the promised functionality.

  Customer Answer

  Date: 09/11/2026

  I have not heard from the business in response to my complaint.  I can't get a response from them at all.

• Initial Complaint

  Date:07/31/2026

  Type:Product Issues
  Status:

  UnansweredMore 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 30, 2026, REMOVEDpurchased a HubSpot subscription after discussions with sales representative REMOVED. Before signing, I repeatedly explained that a primary concern was successfully setting up our third-party vendors, systems, and integrations.I was repeatedly reassured that HubSpot would help us through this process and that getting everything set up would not be a problem. I was also told the onboarding fee was being waived as an end-of-quarter concession. These representations materially influenced our decision to purchase.After signing, we discovered implementation was significantly more complicated than represented and that obtaining the level of assistance we understood would be available would require thousands of dollars in additional paid services. This was not clearly disclosed before signing. Had it been disclosed, we would not have entered the agreement.We raised our concerns shortly after purchase, never meaningfully implemented or used the platform, and requested cancellation and a full refund of the $1,262.40 paid.We spent weeks attempting to resolve this through HubSpot's Sales, Support, Billing, and REMOVEDteams. HubSpot ultimately denied our refund.Because HubSpot disputes our recollection of the sales conversations, we requested the recorded sales calls. HubSpot acknowledged in writing that onboarding was discussed and the onboarding fee was waived, but disputes our understanding of the implementation assistance represented before purchase.This is not buyer's remorse. We believe we entered the agreement in reliance on sales representations regarding implementation assistance that materially differed from what we encountered after purchase.HubSpot has now declared its denial its "final position."We request a full refund of $1,262.40 and written confirmation that REMOVEDhas no further payment obligations under this disputed subscription.

• Initial Complaint

  Date:04/14/2026

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Signed 36-month Professional Customer Platform contract Oct 2024 (Order #REMOVED), ~$3,562/quarter for five Professional Hubs. HubSpot's REMOVEDCatalog (REMOVED) states: "Onboarding is required for a one-time fee of $3,000" for Professional. Their website (REMOVED) states: "onboarding is required for the Professional and Enterprise editions." Onboarding was never delivered, charged, or documented as waived. No implementation specialist assigned, no roadmap created, no CS owner transition. Sales REMOVEDpromised written check-ins and never followed through. In REMOVEDconsisted of one mass webinar invite, one third-party audit upsell, and one automated drip sequence. Result: we use only CRM and ticketing (free-tier functionality). Only 624 of 27,993 contacts (2.2%) ever received a marketing email. Marketing Hub, Content Hub, Operations Hub, Breeze Credits all unused. Three HubSpot employees confirmed in writing that onboarding is "described as required" for Professional. Contract Manager REMOVEDoffered discounted onboarding purchase as resolution asking me to pay for a service HubSpot's own docs say was required. HubSpot declined all contract modifications. Requesting downgrade to Starter for remainder of term, or early termination under TOS Section 4.3.

• Initial Complaint

  Date:03/30/2026

  Type:Order Issues
  Status:

  UnansweredMore 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 a sole proprietor who signed up for HubSpot under the understanding I was on a monthly subscription, consistent with a prior HubSpot account I held and downgraded without issue. An annual commitment was never clearly disclosed at sign-up.On March 5, 2026, I contacted HubSpot to downgrade to the free tier due to financial hardship. I was informed for the first time that I was locked into a 12-month commitment through January 17, 2027, at $625/month. I engaged in good-faith communication with HubSpot's contracts team, disclosing a net revenue of -$106,000 in 2025 and -$28,000 YTD in 2026. I also explained that I hired and released three contractors over the past year attempting to make the platform work for my small business, without success. HubSpot's only offer was a 10% discount, which is wholly inadequate. They also failed to respond to two requests to escalate to a manager with decision-making REMOVEDcomplaint is based on: (1) failure to disclose a 12-month/$7,500 commitment; (2) failure to provide meaningful relief for documented financial hardship; and (3) failure to escalate despite repeated requests.Resolution requested: Downgrade account HUB ID REMOVEDto the free tier retroactive to March 17, 2026 the date I formally requested cancellation and confirm no further charges will be issued.

  Customer Answer

  Date: 04/09/2026

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:02/27/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  As a small business owner in the REMOVED, we are always looking for ways to do more with less. HubSpot presented itself as an option to help with customer management and easier email campaigns to potential new customers. As we were looking at this option, we got connected to the local sales REMOVEDfor the Midwest, REMOVED. During the initial call stages, we expressly communicated to at we had reservations about committing to anything other than month to month as that type of commitment financially was not in the cards for us. This sales REMOVEDtold us over many zoom calls that if we wanted to get out of our contract ahead of the contract term that we should just give him a call and he could help us end it early. This was the deciding factor for us to use this service. 4 months into the contract, we are not seeing the value in the service that we had hoped for. Upon reaching out to the sales REMOVED, he gave us a none answer and forwarded us to the contract team. This team the sent us copy and pasted contract language in the agreement we signed. Conveniently, all of our recorded zooms in which REMOVEDcommunicated what I outlined here cant be accessed by the contract team. So its turning into our word vs their word and we are fully being taken advantage of as a small business. Ive asked them to honor their commitment they gave me, which of course they are saying we cant prove unless those zooms recordings are granted access to. The whole thing is manipulative and taking advantage of a small business with limited cash.

• Initial Complaint

  Date:02/17/2026

  Type:Billing 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.

  We are filing this complaint regarding HubSpots repeated withholding of customer payment payouts collected through HubSpot Payments in connection with unrelated subscription fee arrears.HubSpot has withheld payouts twice within a three-week period, once when we were one month late on a subscription invoice and again when we were 18 days late.The withheld funds are payments made by our customers for services already rendered. These funds are not disputed, not subject to chargebacks, and not tied to fraud or compliance flags.HubSpot has not identified any fraud risk, underwriting review, compliance issue, or processor-based reserve.Instead, the withholding appears to be tied solely to subscription payment arrears.Importantly, HubSpot has not applied the withheld funds toward the outstanding subscription balance. The funds remain withheld and inaccessible while the subscription balance remains due.This creates a circular and destabilizing condition for our small business. We cannot access customer payments Without those funds, we cannot bring the subscription balance current Without bringing the balance current, payouts remain withheld We have repeatedly requested the specific contractual provision authorizing the withholding of customer payouts for subscription arrears. No clear contractual citation has been provided.We were not informed of any fraud concerns, chargebacks, compliance issues, or processor reserve requirements.This has occurred twice within three weeks, including when we were only 18 days past due.HubSpot is not executing a right of setoff by applying withheld funds to the outstanding balance. Instead, funds are held while the balance remains due.The withholding of customer funds has materially impacted our ability to meet payroll and vendor obligations.We've asked repeatedly to understand why this has happened but they refuse to answer these questions.

  Customer Answer

  Date: 02/27/2026

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #REMOVED. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:02/16/2026

  Type:Order Issues
  Status:

  UnansweredMore 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 company (REMOVED) signed up for a marketing subscription with Hubspot only to find out later that the plan was too large for my company and a different version was more properly scaled for a better fit based on my company size. The current subscription that is not scaled to fit my company was presented by Hubspot with a sense of urgency to sign a service agreement. Hubspot was fully aware the monthly subscription fee was too large for my company size which they immediately offered at a discounted rate. This discounted rate seemed plausible at the time, and we were led to believe the subsription came with multiple contacts in a Hubspot database collected over time for customers in our industry. As my company began the enrollment process, it was then discovered the subscription did not offer what was presented and a scaled down version was a better fit as we are significantly understaffed to manage the current subscription plan.Hubspot has refused to work with my company to adjust the subscription plan after multiple attempts were made for a resolution. Hubspot did not respond the last time an inquiry was made to check progress on either canceling the subscription or downgrading. Hubspot is falling short on posted promises of being customer focused.

  Customer Answer

  Date: 02/27/2026

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:02/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  HubSpot is engaging in deceptive billing practices and overcharging our boutique physical therapy clinic. They are mischaracterizing the facts of the services we have already paid for, as documented in our payment history.HubSpot is in breach of our terms by charging for contact tiers that were not exceeded and by suspending services that were paid for in full up front.HubSpots invoices establish these facts:Invoice #REMOVED(July 30, 2025)Marketing Hub Professional (includes REMOVEDcontacts) $3,840.00 + REMOVEDAdditional Contacts $480.00 Invoice #REMOVED(July 31, 2025)REMOVEDAdditional Contacts $239.35 These charges confirm that Clutch PT prepaid for REMOVEDtotal marketing contacts for the applicable annual term. Currently, we are using REMOVEDcontacts.HubSpots migration to a new pricing model and automatic reclassification of contacts as marketing contacts is a unilateral system change. It does not amend the contract, retroactively increase prepaid limits, or authorize billing increases disconnected from usage.Attempting to monetize an internal reclassificationwithout a corresponding increase in contactsamounts to an improper billing practice and violates the implied covenant of good faith and fair dealing inherent in the agreement.HubSpot is engaging in deceptive billing practices. Notice emails, automated alerts, or references to knowledge base articles do not legitimize charges that are substantively invalid. Advance notice of an improper charge does not make it a lawful one.HubSpot also revoked access to services we paid for in full for several weeks, and has done so again now. This denial of service constitutes a material service failure and puts them in breach of our agreement.We are asking to remove the outstanding balance in full, restoring and maintaining the REMOVED-contact limit already paid for through the current term; provide confirmation that we are in good standing charges, and cease collection activity.

• Initial Complaint

  Date:02/07/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  HubSpot renewed my software subscription without my consent and ignored my cancellation request on the renewal date (December 16, 2025). I contacted my HubSpot representative and billing on the renewal date to cancel due to a significant price increase.HubSpot stated that because auto-renewal was enabled by default and my account had already been slated for renewal, I could not cancel and was instead locked into another annual contract through December 16, 2026.After disputing the renewal, HubSpot restricted my account and prevented me from removing my stored credit card information. They advised that the only way to cancel was to not pay, yet continued attempting to charge my credit card for approximately two months. To avoid these charges, I was forced to lock my credit card.When I temporarily unlocked my card for unrelated payments, HubSpot charged my card without my authorization and has refused to reverse the charge.HubSpots auto-renewal policy is not clearly disclosed and creates the misleading impression that customers are agreeing to a locked-in price rather than a forced billing commitment. Their REMOVEDare trained to do very little to contact their clients to discuss any changes to the plan. I had no idea their contract only allowed cancellation once per year and the only way to stop using their product is to default on your billing. Additional Concern: Misleading or False Advertising HubSpots email tracking and delivery system resulted in an extremely low email receipt and open rate. Even emails sent directly from HubSpot representatives were frequently routed to recipients spam folders, a problem I reported to HubSpot during my subscription.After discontinuing HubSpot and switching to a different email service provider in January, I sent emails to the same contact list under similar conditions. My email open rate increased from approximately 3% while using HubSpot to approximately 40% with the new provider.

• Initial Complaint

  Date:01/30/2026

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 this complaint against HubSpot for unauthorized billing and the misuse of card-updater services after a documented revocation of authorization.On November 28, 2025, I sent HubSpot a written notice of Termination for Non-Performance and Revocation of Auto-Billing for Account REMOVED(Hub ID REMOVED. REMOVEDacknowledged this notice. Despite this, HubSpot processed a charge of ~$2,500 for a future service period and attempted additional charges that were declined by my bank.I discovered HubSpot used a card-account-updater service to obtain my new card details without my consent after I had explicitly revoked their permission to bill me. This was used to bypass my withdrawal of consent and attempted a second charge after revocation. Furthermore, I terminated for cause due to material misrepresentations by the sales representative regarding:Deliverability: I was promised infrastructure that actually required undisclosed paid add-ons.Transactional Email: Misrepresented capabilities for abandoned-cart workflows.Feature Parity: HubSpot claimed to have ecommerce and SMS capabilities that are actually features of third-party platforms (like Klaviyo) and do not exist natively in HubSpot.Since the termination, my email revenue has decreased while costs increased due to these missing features. I have disputed the unauthorized $2,500 charge with REMOVEDand all further charges.

  Customer Answer

  Date: 02/24/2026

  Since filing this complaint, HubSpot has not provided any response or resolution through the BBB process. Instead, on February 23, 2026, I received a collections-style email from HubSpot stating that my account is 56 days past due with an alleged balance of $5,000.00 and threatening termination of my account and referral to a debt collection agency if I do not pay by February 26, 2026.
  
  I have now formally disputed the entire $5,000.00 balance and any additional amounts HubSpot may claim I owe in the future. I reiterated that I terminated the subscription for cause due to misrepresentation and non-performance, and that I had previously revoked HubSpots authorization to bill my credit cards. Despite that revocation, HubSpot used a card-updater service to obtain updated card details and processed a recurring charge after my revocation, which my card issuer has already investigated and reversed in my favor as an unauthorized post-revocation recurring billing. I have informed HubSpot that I regard this pattern as improper, that I object to any collection activity on this disputed account, and that I am requesting they (1) reduce the balance to zero, (2) cease all collection efforts and not place or sell this account to any third-party collector, and (3) permanently stop all billing and billing attempts to any of my cards.
  
  Given that HubSpot has not responded to the BBB complaint but has escalated to a $5,000 collections demand, I am asking BBB to keep this case open and to press HubSpot for a written resolution that zeros out the balance and confirms no further billing or collection efforts on this account.--