I am writing to formally escalate an ongoing contract issue regarding the recent auto-renewal of my company’s HubSpot Sales Hub Professional subscription. Despite multiple attempts to resolve this with your Contracts Team, I have been repeatedly denied an appeal or any path for mid-contract adjustment, leading to an extremely unsatisfactory customer experience.
Our Sales Hub Professional subscription auto-renewed on February 26, 2026. This renewal was unintentional as our company, has undergone a significant staffing overhaul, leaving us with multiple paid seats that are entirely unused and were intended to be removed at the next renewal cycle. For a small business, this unexpected annual charge of approximately $5,000 is a substantial and unacceptable financial burden, especially for a service we are no longer utilizing at the subscribed level.
The core of the problem stems from the following:
- Notification Failure: The renewal notices sent in December 2025 and January 2026 were filtered into my spam folder. The secondary contact mentioned by your team is no longer with our organization.
- Lack of Flexibility: The Contract Manager has stated that, per the Terms of Service, mid-contract adjustments are not possible and that “underutilization of the platform isn’t a valid reason” for an exception. She has confirmed that the earliest change date is the next renewal on February 26, 2027, despite the current renewal having only occurred two weeks ago.
- Refusal to Escalate: The Contract Manager has stated she is “truly sorry” but cannot escalate this matter any further.
I find it highly unreasonable that a company of HubSpot’s stature has no appeals process for extenuating circumstances, particularly when an account started through the “HubSpot for Startups” program is paying for phantom seats due to a staffing change. The reliance on a strict interpretation of the Terms of Service in this situation reflects a lack of basic customer flexibility and service.
Given the Contracts Team’s final denial of my formal escalation request, my next steps, as previously communicated, will be to file a formal dispute with my credit card company and post the full details of this exchange on the HubSpot Community forums.
I am requesting your immediate intervention to authorize a mid-contract adjustment (or at this point cancellation) to my seat count and resolve this situation.