Keap - Chandler, Arizona

An O. O. H.

We have been using Keap for about 15 years. The last couple of years, Keap has not kept up with the advances in technology and their system is out of date. Their reCAPTCHA is an old version which does not protect us from getting spammed and they won't update it. We have called customer support multiple times and they give us the run around or blame it on our website. We updated everything and still the problem exists. Now since Google did an update on Friday and they are still using version 3 of the reCAPTCHA we are getting up to 30 spam emails per day in our system. They tell us to go through them, check them out to be sure they are valid or not, then tag them, so they can be deleted. Like we have resources to do that because it is not that simple? The time and cost in labor is ridiculous given that we are paying them for a platform that should not allow this in the first place. Infusionsoft/Keap is NOT taking any accountability or responsibility for the inadequacies of their platform for which we pay really good money. We will be looking for an alternative CRM for our business.

T M.

I gave Keap a chance for many years and things just got worse with so many technical changes. It was like starting over. Trying to cancel online is impossible. They want you to set an appointment to "discuss." Then they charge you for the delay they cause by failing to give you an option to cancel the monthly subscription on time ahead of next billing cycle. There are many reviews with the same issue. Buyer beware.

Shellee H.

This is a nightmare company! They are charging me yearly and monthly at the same time! I can not get anyone to fix it. I have been trying since January, and they will not respond to my written requests or phone calls. They even denied it when I tried to fix it via credit card. The worst customer service.

Will

Charging fees without reason, stalling to avoid chargebacks, Terrible!
I used this service for over a year. After my card expired and I didn't make payments for 2 months, my account EEE533 was closed. I asked them to reopen my account and restore the data. I agreed to pay the outstanding amount for those 2 months and accepted that I might not recover the data. Later, as you know, my account couldn't be restored, and I accepted that.

But the problem is, even though I no longer had a Keap account, they still charged me $178 from card number 452******2975 in the following month when I wasn’t using their service. After sending multiple emails, they told me a Partner Success Manager would contact me, but the strange thing is, why do I have to deal with someone else when Keap is the one charging my fee?
And another thing, this Partner Success Manager scheduled meetings during the hours when I’m asleep. After sending more emails, I didn’t receive any further information. The service is truly terrible, charging fees for no reason.

Be careful with your money when using Keap's services. This is a sincere warning from someone who has used their service.

Patch B.

I went to the Infusionsoft HQ for a conference and they were spectacular hosts. Incredible work environment... and they had some amazing coffee. Love these guys and gals!

Mike A.

There are many, much better options in the market now than to lower your standards and use Keap at this point. Here are some of my experiences and why I won't be recommending them in the future.

I was a certified Keap partner. I went through the training, passed the "test" and all that. I knew the system inside and out.

#1. I was personally on Keap Pro and it's very buggy and hard to use. Not a lot of intuitive features once you get past the basics. For example, until recently setting up a form on a landing page with WordPress was a pain. The "official" Keap WP plugin (last I checked) hadn't been updated for over 3 years so we even bothered to try using that.

#2. Overall, the software is slow and often times out when doing simple tasks like retrieving records.

#3. I didn't get a whole lot out of the partnership because I didn't sell any apps. Honestly, I didn't try that hard but even if I did, I'd probably feel bad for setting up a client on the same software I personally hated using.

#4. When I had decided I was done with Keap and I went to export my contacts from the system, but I couldn't take my 2 years worth of notes with me as they weren't included in the export. No way to export them. I contacted support and they said that "feature" wasn't included. Seriously?! That's THE MOST important part of having a CRM is the history you have recorded with your clients. That was really the last straw. How could something so simple be overlooked?

#5. They recently increased their pricing. Increasing the price on something I already didn't like and hadn't seen any real updates in 2 years...yeah, no thanks.

#6. The cancelation policy: In order to cancel your monthly subscription, you're required to call customer service during normal business hours. Is it still 1995?! What a joke! How many SaaS companies these days require you to CALL customer service to cancel your online subscription. I'm pretty sure it's almost zero.

#7. Billing policy: If you don't read the fine print (my bad, I didn't read it and I guess that's my fault for assuming a modern company wouldn't try to rip off their clients). If you don't cancel your subscription (ie Call Customer Service) within 10 days of the billing cycle you get billed for another month and Keap gets a free bucket of cash. How convenient! What is the point of this? There's literally no reason to require 10 days to cancel a CC transaction. None. This is an archaic policy that needs to die.

This company is still stuck in the past and not worth the trouble.

Kristen M.

Liked the software when we began using it. Then we ran into several issues with functionality. We reached out to customer service several times and issues still occurred. Finally, decided we had to cancel services. Which they force you to call and make you listen to their sales pitch on why you shouldn't cancel. Since finally canceling well over a year, they now send a letter through a collection agency for $140. Until receiving a letter they never informed us of any outstanding balance.

Lindsey A.

I’ve been a Keap user for about 8 years. I’ve seen the changes not only in my business but hundreds of other businesses that have implemented Keap. Personally, Keap is responsible for my seven figures of income. I couldn’t have built a true lifestyle business without the features that Keap offers. In addition, as the world class sales and marketing automation software..Keap listens and believes in female entrepreneurs. They are the only company is recommend over and over again!