Keap Reviews 493

Don't use !!! For a Customer Relation Platform, they have ridiculously poor customer service. I havent used the platform for 7 months. To leave they said i didn't give them enough notice so i have to keep for another month, even though i haven't used their product for 7 months.
I haven't complained about paying for 7 months and not using, they have since stated it takes 10 days but don't state anywhere where you can see (without searching)when you join of there leaving policy of ten days!!!!! ridiculous. Glad I am leaving!!

The absolute worst customer service! They promise in writing a pricing and NEVER fulfill their promise.

They double charge you randomly. And when confronted, they lie with cold blood. They say it was a fees increase applied to all customers. But the same week their CEO sends a message to say all costumers were increased their fees by 10%. What I was asked to pay (and stupidly paid) was a 100% increase.

They then send in writing a new pricing plan, detailed by months. (as per my request) 2 months after this communication, I am charged double the amount I was presented in writing.

These just add to other unimaginable aspects such as...
1. they randomly denied my access to my account twice - even if I was absolutely 100% paying and up to date with my paying for their services.

3. whatever you ask to their help desk takes ages (30-40 min+). And in the end you receive no answer. They just open a ticket that nobody ever follows up with.

3. you randomly get 3-4-5 months when all emails to yahoo / apple / gmail accounts bounce (100% bounce rate). And there is no compensation. Or even apology. They just say… they are working on it with no ETA. BUT you are charged the same....

This company is an absolute disaster.
And, in my opinion, a criminal case.

The customer service not only has unprofessional people. But they have bad quality people. A bunch of humans who lie, break their promises, try to cheat the client. And never ever care.

The worst I have ever seen. And hopefully, I will ever see in my life.

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Response to the Keap reply below:

I provided you with my phone number, as per your request.
Additionally, my account manager and your head of customer satisfaction have both my email and all my other details. That never really served to solve the situations above. In the last 3 years.

I was looking for a new CRM that could also do my email newsletters. I asked several questions in my meeting with the sales team, I was told that I could mask my number, import manually from google, it would help me with reminders etc. The part that they failed to mention is that I could not do a lot of that for weird reasons, then everything that you wanted to do you had to make custom automations. This basically means you have to somewhat code the whole back end of it. DO NOT PRE PAY FOR A YEAR- THEY WILL NOT EVEN TALK TO YOU ABOUT A REFUND- STAY AWAY

Very good tool and a complete CRM but their support is horrible. Breakdowns in their system are unpredictable and often repeat from time to time.

Keap had some excellent features but many times the features didn't work. It was confusing with all the updates they made almost weekly so the learning curve was a bit time consuming. We hired a trainer (who was excellent) but without paying for his monthly training fee we'd have been lost. So many times we'd go in and learn something one way, and a two weeks later they would change the process so you'd have to take time to figure it out. It was incredibly expensive compared to other similar companies and just time consuming. Not worth the high cost for the constant changes and bugs in the system due to the constant changes.

Keap Customer Service

I had a technical glitch in which I could not send estimates, their advanced team is working on this, and they gave me a coupon to take care of their service. I was truly impressed by their customer service managers, and response.

You either pay to stay, or you pay to leave. Once you're in you're trapped. This policy, turns frustrated customers to angry customers. If they just reduced the pay to leave price down from $300, I'm sure they would have a lot better reviews on here.

Even though I stopped my membership, Keap continued to invoice me for 2 months...

I was frustrated & when I came here I read some people never get reimbursed...

I send an email & in less than 1 week, I receive my money back.

Just wanted to show some gratitude & counterbalance the latest bad reviews about this topic.

During these 2 years, the client service always was responsive.

I recommend if you want the Rolls Royce of email marketing.

I signed up for Keap because it was going to be easier to use for our companies automation. However, before I even finished the free coaching sessions I realized the product was not going to be able to integrate with our CRM House call pro. So I cancelled. Well I was billed for that first month $239 and told the cancelation fee would be $299. Paying for something I couldn't use already had a bad taste in my mouth, the cancellation fee added to that and made the taste worse. I figured since I never even used the product that a more than fair compromise would be to just charge me an additional $60 and I'd have paid the $299 cancellation fee for backing out but not pay for a month of service. No no no they NEED every single penny they can get, I'd recommend staying away.

Horrible customer service from Account Manager. Tech support is ok but same issue kept coming up - couldn't make outbound calls for months on the app. Paying for something I could never use. Wanted to make account changes and cancel but my “Customer Success Manager” was never available when I called. When I emailed, he was out of office or never responded.

Last resort - online chat rep. They said it will be canceled and someone will reach out to me. Waited 1 week, nothing. Emailed my rep, no response . Had to email another rep who then told my rep to email me. Finally get an email. Oh, but now I need to set up an appointment through Calendly for a 1 minute phone call to cancel and surprise, he's not free for another 6 days.

DO NOT RECOMMEND IT. $169 a month for Mickey Mouse service and and a non-functioning app. You have to call your Account Manager (who's never available) to "verbally" cancel your account. Much less expensive options out there.

Do not subscribe! You will never be able to cancel your subscription without cancelling your credit card. It's clunky as a program and doesn't work. STAY AWAY!

Tried to cancel - they send you to a form which promises a call back which doesnt come. Waited five days.

Then spent 25 minutes waiting on hold for someone to talk to.

Finally put through to someone who promised to get my "Customer success manager" to call me....

Go to top of message and read again.

Done now. :)

Keap is a good platform. Unfortunately their support is horrific.I was not able to log into the platform and nobody could help me due to their IT department not being reachable. I tried to cancel the account multiple times to just be re-routed to IT department for some reason and then disconnected. Then I had an account manager go after me for charges and then he ghosted me after I told him I have been trying to cancel for months. Then they sent the account to a collector. I will not recommend this company ever. For shame KEAP.

Update:

After a bit of a fuss and a negative review, as well as a nudge from Lisa, the company has offered to compromise with a 50% cancellation charge. Is it about the money? I'm happy for the partial refund, but it was less about the money than the lesson to be learned. It shows that Keap has some really good people with the desire to serve customers. Policy becomes clear when people respond in the marketplace and you listen.

So, at the end of the day, Keap did a good job. I'm a satisfied customer. The world is a better place because a customer spoke and someone listened.

And, Lisa, you are the core of that company - they could not pay you your worth. Thank you for being my advocate!
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Would I recommend Keap/Infusionsoft to anybody? Nope! I’d say, keep looking. Don’t stop here. When they say “we’ll support you”, don’t believe it. The product is so-so, it takes a long time to get started (trainer delays), and the company is generally unavailable.

Super nice people. HOWEVER, like a previous reviewer complained, I learned two weeks after I purchased my subscription that my company wanted me on a different system, so I requested a settlement rather than the full $299 cancellation charge. Keap’s response: Nope. No concession, no compromise, just no.

So, they are within their terms, right? It’s my mistake, and one I won’t repeat, and I’d recommend you don’t either. I signed their stupid agreement and gave them my credit card like an idiot. We self employed entrepreneurs have things like this that arise on both sides of our business with customers AND vendors regularly, don’t we? We work with the customer so we tend to expect it from our vendors as well. Not this company! They SAY - “we help entrepreneurs grow!” Yeah, not so much. They’re interested in pushing products, not working with people. It stopped being about the $299 and became “what kind of company are you?”

I would have come back if I needed a CRM in the future, and I would have recommended them to people I know...if they had treated me fairly.

Wish I’d never met Keap. Run.

Of all the subscription-based software I have had, Keap is the first to send me to collections when I changed credit cards and opted not to renew. This is typically a way that I use to weed out things that are leeching onto my cards and no longer being used. Most subscription based companies simply cancel your subscription and move on but not Keap. That $99 for the last month was worth the bad review so I guess I’m going to give it to them. There’s an old saying “the juice is not worth the squeeze” and I feel they have wasted resources chasing me for $99.

I am extremely disappointed with the CRM and the treatment from the management and sales team. I went into a contract with keap unaware that my company would not let me use the software to integrate with our company programs in fact it is violation violation of our company standard. The team I keep said if this happened they would refund me all my money and cancel the contract. This did not happen they were trying to pursue me for fees for software that I can’t use they are not friendly professional or a company that I would recommend anybody. It seems for a good reason that a lot of companies block out keep CRM for reasons unbeknownst to me but I’m sure they’re good ones. I recommend anybody to please avoid the dishonest deceptive company sales team management team that exist here do not use the software no matter how good you think it is there’s always something better around the corner and someone is wrong to treat you fairly and work with you and take care of you as a client.

The customer service rep was knowledgeable and helpful

My organization is a long-time user of Keap Max Classic and we love how powerful the automation is, and we haven't even reached the maximum of what we can do with the app. There are also a lot of features offered for the price: pipeline stages, email automation, and lead sourcing. Good network of affiliates and third party apps due to a decent API round out the benefits.

I’ve been a customer since 2015 and stuck with them through their acquisition at which point they turned from infusionsoft to Keap, everything was cool and they didn’t make any changes

The ONE thing I pay them for, they stopped allowing me to do

They claim that if someone in your list hasn’t engaged (which means opening an email) within the last 2 months, that you can’t email that person any longer

So we’d have customers purchasing who’d see us through ads or an organic channel, they’d buy and then get 0 emails because if they were already in our list, Keap determined that if they hadn’t opened an email within 2 months that they shouldn’t get any from that point forward

Boy oh boy what a headache this caused

We’d have customers buying and 0 of our onboarding emails or marketing automation campaigns would get sent out

I get on the phone to chat with support and they justify this is acceptable, which to them I understand their justifications, but to me as the customer I won’t tolerate it

Immediately moved to active campaign which had more features and an incredibly friendly and helpful staff, we managed to transfer about a dozen marketing automation campaigns and 10,000+ contacts over within a working day

Upon cancelling my account with Keap, they forced me on the phone

I explained why I was cancelling, the guy immediately started trashing activecampaign saying I’d run into the same problems over there (we didn’t and were assured we wouldn’t), starts yelling at me because I cut him off in the middle of his lies and trying to trash a competitor, this dude was the rudest human I’ve ever dealt with

I can’t believe Keap thinks it can take minutes of my life away from me by making me talk on the phone to some dude who’s going to yell at me and stress me out, absolutely trash company that I’d run away from at all costs

don’t be afraid or daunted to leave thinking it’ll be too much work, it’s the easiest thing to port everything from one provider to another

I used to be the biggest advocate for infusionsoft/Keap, now I will be very vocal to my 3,500+ agency owner paid students, 1M social audiences and as many businesses as I can to ensure nobody uses this absolute hot garbage of software that doesn’t even let you email people

Customer service / technical support was amazing. Had a odd issue that no one had ever heard of. My rep worked hard and went out of his way to figure it out and help me close the issue.