Review Time
Canceling their service is extremely hard and they continuously upgrade your package without asking, just billing your card. Oh, and they give your information to debt collector agencies if you have any outstanding payments for a subscription you weren't even using. The worst platform ever.
Canceling their service is extremely hard and they continuously upgrade your package without asking, just billing your card. Oh, and they give your information to debt collector agencies if you have any outstanding payments for a subscription you weren't even using. The worst platform ever.
We have been with Keap over 20 years, and they have become non-functional. They are constantly raising prices and lowering service. Tried to speak with my "account rep" Kim McDonald today and she interrupted everything I said! She was so rude I finally just hung up. We're quitting their service, there are MUCH better platforms out there at much lower rates.
We have been with Keap/Infusionsoft for over 10 years. I discovered recently that they have been overcharging me so I brought it up with the customer services rep who said he would escalate the matter. Havent heard a thing back in weeks. I followed up, no answer.We are strongly considering a move to another provider.
I’ve used Keap for ~4 years and have run into a pattern of issues that’s now pushing me to look for a new CRM.Silent mass opt-outs. Without any proactive warning, Keap’s system auto-opted out ~700 of my ~800 subscribers because I hadn’t sent a recent newsletter. The fallout was brutal: new class sign-ups didn’t receive confirmations or nurture emails, and I had to manually email people who just opted in.New sign-ups don’t get emails. Many fresh leads show as “opted out by system,” so automations fail and I’m stuck sending one-offs. That defeats the point of a CRM.Payment plan labeling is misleading. For years, the “last payment” date shown to clients has been wrong (it appears to show a cycle date). I’ve had to explain repeatedly, “Don’t worry—this is a 3-payment plan, not 4.” It should say something like “end of billing cycle,” not “last payment.” It’s embarrassing and undermines trust.Tag sprawl from checkout forms. Each new checkout form auto-creates more tags, leading to 100+ redundant/useless tags I then have to clean up.Unexpected client charges. I’ve experienced unanticipated charges on client accounts that I had to fix/refund—time lost and revenue lost.Upgrade promises not honored. After prior mistakes, I was promised a free upgrade last year. I tried it and didn’t like it. This year, when I asked to upgrade again (partly to access the affiliate link they’re promoting), I was denied. The inconsistency doesn’t inspire confidence.Bottom line: Keap has powerful ideas, but the execution around consent management, billing clarity, tag hygiene, and customer promises has cost me time, money, and credibility with clients. I’m actively evaluating alternatives.Constructive fixes I’d love to see:Proactive warning and one-click “pause” before bulk opt-outs.Correct, unambiguous payment-plan language and receipts (with a visible payment count: “3 of 3”).Clear directions to disable auto-tag creation on new checkout forms + a tag governance tool.Transparent charge logs and alerts for any off-cycle billing.Honor documented upgrade commitments or provide clear grandfathering. I'm hoping now that Keap is apart of Tryst things will get better...
I've been with Keap for 12 years and their customer support is getting worse and worse.As an example, I contacted them yesterday because they were requiring everyone to double opt OUT. (not IN - OUT!!) Bonkers! This meant I had a lot of very dissatisfied customers who were complaining because they thought they had opted out, but Keap's stupid system meant that they hadn't.Spent an hour on the live chat with someone calling himself AIDEN JAMES ( aidanjameskeap AT gmail.com) .He had no clue how to switch it back to single opt out, and told me it was not possible.To make matters worse, when testing it he then marked me as spam!!! So much for customer service.Keap say they will allow no more than 0.1% of your total list to unsubscribe for any reason other than 'no longer wish to receive these emails' in any period of 30 days, or they deem your account at risk and stop you sending emails!! That's just 14 contacts - so when one of them is Keap it is very frustrating!!What really gets me is the arrogance of the company. They have doubled their prices in the last couple of years, but they never fix issues and don't train their support team.Would love recommendations for another system that I can easily move everything over to.
really unhappy with using keap. I've been on support 5 times to fix a couple issues with contacts getting sent the same email mutliple times. I've spent 2 hours on support and no one can fix the issue. since then, ive got spam complaints because i thought the support fixed the issue but people keep recieving the same emails.
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