Misleading renewal advice has left our…
Misleading renewal advice has left our entire team unable to make calls
I intended to downgrade our HubSpot subscription completely. I clearly explained that several members of my team needed to make calls through HubSpot.
During my conversation with HubSpot Support, I was advised to retain one Professional seat for the automation features and combine it with Starter/Core licences, allowing the rest of the team to use the 500 monthly calling minutes included with Starter. I also explained that I could find another solution if our usage exceeded those 500 minutes.
Based on this advice, I was persuaded to retain a significantly more expensive HubSpot package instead of completing the full downgrade.
After the new configuration took effect, we discovered that only the single user assigned the Professional seat could make calls. HubSpot then informed us that the combination recommended by its own Support team was not possible, because the Core seats follow the highest subscription tier and additional users would need additional Professional seats.
The Contract Manager was aware that calling access for several team members was a fundamental requirement. HubSpot now refers to written wording stating that only one user would have access to “Professional calling.” I understood this to mean that only this user would have access to the separate Professional allowance of 3,000 minutes. It did not make clear that every other team member would have no access whatsoever to the 500 Starter minutes that Support had specifically presented as part of the proposed solution.
Had HubSpot explained this clearly, I would never have accepted the current configuration. I would have downgraded fully to Starter, paid substantially less and accepted the loss of the Professional automation features.
I have requested that HubSpot preserve and review the relevant Support call recording and internal notes. I have also repeatedly requested an immediate escalation to the Contract Manager’s manager. Despite being told that the matter would be transferred to Support management, I have still not been contacted by a manager or offered a temporary solution.
My team remains unable to work as intended, and we are losing valuable working time every day. It is completely unacceptable that HubSpot recommended a configuration, persuaded us to retain a more expensive subscription based on that recommendation and subsequently told us that the proposed configuration was never possible.
I require HubSpot to resolve this immediately by:
Providing calling access for the affected team members without additional cost while the matter is investigated.
Reviewing the Support recording, internal notes and complete renewal history.
Arranging immediate contact from a senior manager with authority to resolve the matter.
Correcting the subscription or allowing a full downgrade without penalties or additional charges.
Addressing the operational losses caused by the incorrect guidance and delayed response.
HubSpot has useful CRM and automation features, but our experience with its renewal advice and subsequent complaint handling has been unacceptable. I feel materially misled into retaining a more expensive package that does not meet the operational requirement we expressly communicated.
I will update this review if HubSpot takes responsibility and resolves the matter promptly and fairly.