KeapReviews of keap.com

STAY AWAY. THEY WON'T LET ME CANCEL. I paid more than $1,000 to open an account with these guys, and paid over a $100 month for about two years. The business venture which I bought for this account was wound up, and I made a polite request to cancel our subscription. They insisted that I schedule a call with one of their account managers ("A verbal conversation with a CSM is required for all account changes"), so I did. And I've now been sitting by the phone for fifteen minutes, waiting for their Customer Service Manager to call me. She never did. And my time has been wasted. I don't want to talk to one of their reps. I just want to stop having our company credit card charge $100+ every month for a service I no longer require and no longer use. Is that such a big ask?

I have been using Infusionsoft/Keap for over three years so this is a very experienced review. I have been in IT for 20+ years and have been running an online business for 10+ years. The last call to technical support was the anvil that broke the camel's back. I sell digital products for download. While on a call with customer service, it took them an hour to figure out how to allow someone to get their digital product after purchase. Then, I had to call back again because the "thank you" page was not working. These are very basic and simple aspects of shopping cart. This, and everything else in Keap is EXTREMELY complicated. Use anything else but this system.

Very VERY disappointed. 1. The chat support is able to answer only very basic questions. For slightly more complicated (eg how do I identify the emails that keep bouncing, so I delete them - they waste anywhere between 20-45 minutes of your time without any solution in the end) 2. I am sent bills and asked to make payments that are not according to my contract. Obviously, the amounts asked are higher than the agreed. VERY Strange. 3. But, the most painful of the unpleasant surprises: my email open rates have collapsed ( we speak about 4-5% open rate!!) for over one week now. Because of an issue with the way the system sends my emails - which causes header errors. AND nobody seems interested to help fix this. My account manager seems completely helpless and stopped responding. The higher level support shows zero interest in solving the case. It's like shouting in a black hole. Certainly the worst customer experience I've EVER had in these years as an owner of an online business. I had so high expectations. So very very disappointed. This Infusionsoft/Keap experience massively hit my business. My sales, my results. And, honestly, my sanity. I am afraid I am left without hope. And with no other alternative but to give up.

Dishonest company. Do not trust.

I don't usually write reviews but I really wanted to make sure others don't get caught in this company. They attempt to make CRM Software, can't even manage customers. This organisation lacks direction and is honestly, completely LOST. It's obvious by their split direction of software, one named 'Keap' and another called 'Infusionsoft' and a business called 'Infusionsoft by Keap'. Software needs functionality of both systems but they've attempted to split it for some crazy reason. To get any sort of decent core functionality, you'll need to use zapier to make it even usable. The payment experience is just downright a disaster. Lets continue with the facts: 1. There is mixed training and mixed understanding of the service between employees on how functionality works and pricing works. Everyone in the company has been told different stories. 2. Support doesn't exist, all support is outsourced to the Philippines with little to no training. They're happy to say yes to your questions but in the background they are Googling or just hit you with a 'I'll get back to you'. 3. All support related call backs will not be answered. Phone lines are tied up (obviously from above) and call back service is not maintained. Sales will happily speak with you, but as soon as you sign the contract, they'll bail. You've spent a great amount of money on good PR on the internet. You could of been great software, but the harsh reality is, management should be let go, you don't know how to run a software business.

I tried to get a free trial account for a couple of days because I will be helping a company create custom forms for their website and I wanted first-hand knowledge of the platform. Usually, the process is to just sign up for an account but with Keap, they make you talk to a sales rep which is really annoying. But fine, whatever. It's douchey but not a big problem. When I signed up for an account I got the message "Due to your email reputation, we are unable to start your trial at this time. If you believe you are receiving this message in error, please submit the information below for our review." Seriously? So not only did I not get to see their platform, they're talking to me like I'm some suspicious character like "We don't want your kind around here." So I will never use Keap. I figure they obviously don't want new customers and they definitely don't want me as a customer so I'll be happy to help them out in that regard.

I wanted a demo rather than keep wasting time trying software and finding it doesn't do what I want. The demo was booked and started at the allotted time. I had a specific set of criteria I asked for and was told Keap did it. I needed company info with contacts attached and calendar scheduling plus outlook integration so it looks like emails come from personal email addresses rather than a bot. During the demo I was shown where I can add company info to a contact, I was impressed by the map showing contact location and also walked through the scheduling module. I was so impressed I wanted to buy - and this is where I should have thought BUYER BEWARE. I was offered a "special limited" offer $99 a month - yes I was sucked in! but I had to sign for 12 months commitment - without a trial... I stupidly went ahead. When I started to use the software I noticed: 1. The company info is a static field, it's not linked to anything and can't be edited. So it's useless. 2. The phone numbers are in American format and cannot be changed. 3. The address attached to contacts that provides the map is in American format and can't be changed. I'm in the UK so this address function is useless for using snail mail as the street is not stored and the info is in the wrong order. Keap know this and it's on the progress map apparently. If they know this why was it not pointed out during the sales call? Part of my agreement was an extra $250 training cost. The training call, by a UK person from a company called Exela was 55 mins long and during this time he 1. Confirmed everything above 2. Connected my email address. That was it. We didn't look at any of the modules or enter any information, he just asked me questions on what I wanted to achieve with the CRM - questions that are suspiciously like a sales call! Then the next day i recieved an email telling me Exela could set up my sales funnel for £250. Hmmm. I've only had 1 training session but I suspect the others would have been around the same format. Anyway, I contacted Keap to tell them I'd been mis-sold the software and was told they could transfer me to Infusionsoft - at $199 a month but it didn't have scheduling. Arrh, I don't think so! I left them to sort out something where I didn't lose out and get back to me. A week later, after me emailing and phoning them every day they had still not "reached out" (ridiculous term over-used by Keap staff) to me, so I rang my credit card company and cancelled any more payments to them and requested a refund. I emailed Keap, copyng my CC company to let them know. This seems to have piqued Keaps' attention because they seemed to think that changing my account to Infusionsoft but not actually contacting me to tell me how much it was going to cost was ok. It was only when I emailed them AGAIN that they responded from an anonymous author to tell me the price was the same and my account manager would contact me on Monday, which was all too little too late. If my experience is indicative of their customer service then good luck if you sign up. If you're really confident about your company and what you provide you shouldn't have to make people sign up to year long contracts when the competition offers 30 day contracts, and to me that speaks volumes.

I found their service way too complicated, way too expensive, lengthy to get setup, difficult to keep running. You would need a full-time person to operate it. Not good for a small business. Infusionsoft's billing practices to be less than credible-they bill beyond their contract terms, without authorization, and do not have any place on their website to cancel the service. Not recommended.