Jeremy H.
I’d rate 0 stars if I could
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
Response from KeapApr 9, 2021
Hi Jeremy. We're sorry you had a negative experience. We understand why providing a verbal cancelation seems like an unnecessary step, but given the valuable and sensitive data that we store for our customers, for verification and security purposes we need to have a verbal conversation to make any changes to an account. This includes cancellation. We want to make sure the request for cancellation of account change is authorized, and that our customers are aware of next steps: how long data is stored, when the cancellation takes effect, and how to restore data if needed. We are sorry for causing any frustration. We wish you the best of luck on your future endeavors.