I run a Canadian property business and have been with HubSpot for several years. A few months ago, I contacted them because I wanted to send more emails in my monthly newsletter campaign. That was my only goal.
I was very clear about what I needed to keep from my old plan:
Email sequences feature
Ability to send emails to all my database (I was regularly messaging 2,000+ people)
The sales person told me that moving to the new Starter Customer Platform would just add features on top of what I already had. They promised my legacy account wouldn’t be touched. So I agreed to make the switch.
But here’s what actually happened:
My old Sales Hub plan got terminated
Email sequences disappeared entirely
Now I can only contact 1,000 marketing leads
My monthly bill went up instead of down
I was expecting to reach 5,000 contacts, not get a smaller limit. This is exactly the opposite of what I requested in the first place.
I’ve been trying to fix this for weeks. I’ve been super patient with their process. But now I’m stuck and can’t get my work done. Customer service just sends me help articles. My original contact won’t give me a real fix. I can’t even get transferred to a manager or someone higher up.
I need to send my newsletter and take care of my clients, but HubSpot has left me hanging. The stress of not being able to move forward while my tasks keep piling up is really getting to me.
Has anyone dealt with something similar? Do you have a contact at HubSpot who might actually listen? I just need someone to help me feel less stuck.
This is a classic escalation case. I dealt with something similar when HubSpot botched my migration - regular support just kept giving me the runaround. Here’s what actually worked: reach out through their partner network. If you know any HubSpot certified partners or agencies, they’ve got direct lines to account managers who can make real decisions. I also documented everything and sent a formal complaint to their executive team through corporate contact forms. Be super specific about what they promised vs. what they delivered - include dates and names if you’ve got them. HubSpot’s regular support is useless for complex stuff like this, but once you reach someone with actual authority, they fix things fast to avoid more escalation.
Been there with HubSpot’s “upgrades” - complete disaster. Email their CEO or VP of customer success directly. Executive assistants usually forward these to the right people. Since you’re in Canada, check if there’s a local HubSpot office you can contact about consumer protection law violations. Document everything and threaten to switch platforms publicly - they hate losing customers to competitors like Mailchimp.
ugh, that’s terrible! i went through something similar with hubspot’s sales team - they promised stuff that never happened. try hitting up their linkedin posts or twitter. public pressure usually works better than support tickets. you might also ask for a refund or to roll back to your old plan since they basically lied about what would happen.
Been there with HubSpot’s sales team overpromising on upgrades. Here’s what actually worked for me: call their phone support and ask for the “customer retention department” right away - skip chat and email completely. Don’t waste time with regular support. Tell them you’re thinking about canceling your account entirely. That’ll get you to someone who can actually fix things instead of just reading scripts. Have your original sales call details ready and reference whatever’s in your account notes. Once I got to the right person, they fixed my screwed-up upgrade in 48 hours. The trick is avoiding their tier-1 support since they can’t modify accounts anyway.
Classic bait-and-switch - happens way too often with SaaS companies. I dealt with something similar and found that hitting up their legal/compliance department works better than regular support. You’ve got documented promises from sales that they didn’t deliver on, so I’d file complaints with the Better Business Bureau and your provincial consumer protection agency. HubSpot usually moves fast when regulators get involved. If you paid by credit card, you might be able to do a chargeback since what you got doesn’t match what they sold you. Keep documenting every conversation and promise - you’ll need that paper trail if this goes formal.