I analyzed 136,000+ user complaints to find SaaS pain points. Here's what I found (and why I think pricing trust is dead)

Hey indie hackers,

I spent the last two weeks doing something that might sound crazy: I went through over 136,000 user reviews and complaints across Trustpilot, Shopify App Store, G2, and Reddit.

I wanted to understand one thing: What are SMB software users actually angry about in 2026?

After filtering through the noise, a clear pattern emerged. It's not about missing features or bad UI.

It's about pricing trust.

Here are some real examples that made my jaw drop:

A Shopify merchant using Vitals saw their monthly bill go from $29.99 to $155.99 because of "hidden usage fees" that weren't clearly disclosed.

A 6-year Intercom customer saw their plan jump from $119 to $854/month. Another reported $1,200 → $10,000 (8x increase) after a forced migration.

Harvest users report "undisclosed overcharges" after their acquisition by Bending Spoons.

Getmocha (Mocha AI) users are complaining about credits being eaten by "small adjustments" and being charged for previews that fail to load. Support is completely unresponsive.

The most interesting part? 51% of apps in my dataset now have recent ratings that are >1 star below their lifetime average. Users are actively revolting against what they perceive as unfair billing.

So here's my question to this community:

If you're building a SaaS right now, what's the #1 user complaint you're hearing? Is it price? Is it feature gaps? Something else entirely?

I compiled a full report with:

8 product categories facing severe backlash

7 high-opportunity verticals with strong demand signals

5 opportunities that are ready for AI-native solutions

But before I share it, I want to understand what you're seeing on the ground. What pain points are your users bringing up that you wish you had a better answer for?

Happy building, and I'll share the full data if there's genuine interest.