I run a small real estate business in Canada and have used HubSpot for several years. A few months ago I contacted them because I wanted to send more emails in my monthly newsletter. That was my only goal.
I told the sales rep very clearly that I had to keep my old Sales Hub Starter benefits, mainly:
• Email sequences
• Being able to email all my contacts (I usually email over 2,000 people)
The rep promised me that moving to the new Starter Customer Platform would just add features on top of what I already had. He said my old plan would stay the same. So I agreed to switch.
But then everything went wrong:
• My old Sales Hub got canceled
• I can’t use sequences anymore
• Now I can only contact 1,000 people for marketing
• My bill is higher than before
This makes no sense because I thought I would get 5,000 contacts, not fewer than I had. This is exactly what I didn’t want to happen.
I keep trying to get help but nothing works. I stay calm and polite but I’m stuck. Nobody will talk to me on the phone. Customer service just sends me articles to read. My sales rep won’t give me a real answer. I can’t even get transferred to a manager.
I need to run my business and send newsletters to my clients but HubSpot isn’t working for me anymore. This situation is really stressing me out because I trusted them and now I feel stuck.
Has anyone dealt with something similar? Do you know anyone at HubSpot who might be able to help me? I just want to talk to someone who can fix this problem.
This is classic vendor lock-in. I’ve watched this exact thing happen at companies I’ve worked with - sales promises everything, then you’re stuck with worse service and higher bills.
HubSpot support is notorious for this runaround. You’ll waste weeks on support tickets going nowhere.
Forget fighting their bureaucracy. Move your email operation to something you control. I had a similar mess with a marketing platform and wasted months trying to get them to honor sales promises.
Real solution? Automation that connects your contacts directly to email services without arbitrary limits. Pull your contacts from HubSpot, set up proper sequences, and send to whoever you want without plan restrictions or surprise billing.
I’ve built these systems for real estate teams. Get your newsletters automated, sequences running exactly how you want, no more dealing with sales reps who don’t get your business.
Stop wasting time with HubSpot support. Build something that works for you instead of against you.
That’s a nightmare scenario and way too common with HubSpot. They love upselling but their support goes MIA when things break.
I had the same mess with a client who got burned by their sales promises. Instead of fighting HubSpot for months, we just moved to a better setup.
Here’s what worked. I used Latenode to connect a simple email service like Mailchimp or ConvertKit with their CRM data. The automation pulls contacts, segments them properly, and sends newsletters without contact limits or feature restrictions.
Best part? You control everything. No sales reps making fake promises. No features vanishing overnight. Just reliable automation that works.
For 2000+ contacts, this costs way less than HubSpot and gives you more flexibility. Takes about 30 minutes to set up and runs perfectly every time.
Stop wasting time with their support team. They don’t want to help you. Build something that works instead.
It’s disheartening to hear about your experience with HubSpot, especially when it affects your business. Documenting all your interactions is a crucial step, as it builds a solid case for escalation. If the customer service route isn’t yielding results, consider reaching out through social media or professional networks to higher management. This often prompts a quicker response. While addressing the issue, also explore other email marketing services that could provide the features you need without the hassle. It’s essential to have a reliable tool for your business communications.
Oof, that’s rough. I’d dispute the charges with your bank since they misrepresented what you’d get. My buddy did this when a SaaS company pulled similar BS - worked for him. You got sold something completely different than what was delivered.
This is classic miscommunication between HubSpot’s legacy plans and their new Customer Platform. I dealt with the same thing when they ditched the old Hub-specific plans. Your sales rep clearly didn’t understand the differences between legacy Sales Hub Starter and new Customer Platform Starter - they’re totally different products with different limits. The marketing contact limit you’re hitting comes from Marketing Hub features, not Sales Hub. That’s why there’s confusion. Since regular support isn’t helping, file a formal complaint through executive escalation or hit up HubSpot leadership on LinkedIn. Document everything and mention you’re thinking about switching platforms because of the misrepresentation. Threatening to leave sometimes gets you to retention specialists who can actually make exceptions or find workarounds.
i totally get ur frustration man. hubspot’s customer service can be a pain. maybe try reaching out on twitter or fb? sometimes they respond quicker that way. also, def keep a log of everything, it might help if u need to fight back!