SmallBizGenius Analysis

Keap (formerly Infusionsoft) receives overwhelmingly negative customer feedback regarding its customer service, billing practices, and overall functionality. Reviewers frequently cite difficulties canceling subscriptions and unexpected charges.

Category Breakdown

Scores based on analysis of 96 recent reviews

Cancellation Difficulties & Billing Issues

1.5/10

Numerous reviewers report significant issues when attempting to cancel their Keap subscriptions. They describe being forced to speak with representatives, facing unexpected charges, and difficulty removing payment information, leading to frustration and accusations of deceptive billing practices. Many users report being charged even after requesting cancellation, sometimes resulting in debt collection efforts: 'Canceling their service is extremely hard and they continuously upgrade your package without asking, just billing your card.'

40 reviews mention this

Poor Customer Service

2.0/10

A significant number of reviewers express dissatisfaction with Keap's customer service. Complaints include unhelpful support staff, broken promises, long wait times, and account managers being unresponsive. Some reviewers felt customer service quality has declined over time: 'Sadly I'd have to agree with the other 1 star reviews on here. Keap customer service is pretty terrible.'

35 reviews mention this

Platform Functionality & User Experience

3.0/10

Several reviewers cite issues with Keap's functionality and user experience. Complaints range from outdated interfaces to unreliable features and difficulties with integrations. Some users find the platform complex and not user-friendly: 'Terrible user interface, remedial feature set, painful limitations and customer service on par with the whole sad Keap experience.'

20 reviews mention this

Pricing & Value

2.5/10

Many reviewers believe Keap is overpriced for the value it provides. They mention frequent price increases without corresponding improvements in service or features. Some feel that cheaper, more effective alternatives are available: 'They are constantly raising prices and lowering service.'

15 reviews mention this

Certified Partner Program Issues

1.0/10

A few reviewers specifically mention negative experiences with Keap's certified partner program. They report broken promises regarding incentives and a general lack of trustworthiness: 'Keap is a really good piece of software but the certified partner program as a product is terrible. was promised $500 if i certified within 30 days of purchasing i certified within a few days 2 months on they havent paid out there sales teams are liars and cannot be trusted.'

4 reviews mention this

Pros & Cons

What Customers Love

Powerful automation features Mentioned 5x
"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."
Helpful for email marketing and tracking conversations Mentioned 3x
"Easy to use, awesome for email broadcast and tracking conversations with clients."
Can be a good CRM foundation for lead capture and follow-up Mentioned 2x
"Keap is a fabulous CRM foundation including Lead Capture, Marketing Automation, Customer Follow-up, Broadcast & 1 on 1 Email communication and more, where I can deliver links to my useful sites or deliver Documents for Download."
Customer service can be knowledgeable and helpful Mentioned 9x
"Keap customer service gives me the confidence to launch new campaigns. It takes a great weight off me, knowing that I can create a campaign and then call in to ask questions and ensure that I've covered all the bases. Thanks Keap!"

Common Complaints

Difficulty canceling subscriptions and deceptive billing practices Mentioned 40x
"Canceling their service is extremely hard and they continuously upgrade your package without asking, just billing your card."
Poor and unresponsive customer service Mentioned 35x
"Sadly I'd have to agree with the other 1 star reviews on here. Keap customer service is pretty terrible."
Outdated user interface and unreliable features Mentioned 20x
"Terrible user interface, remedial feature set, painful limitations and customer service on par with the whole sad Keap experience."
Overpriced compared to alternatives Mentioned 15x
"They are constantly raising prices and lowering service."
Lack of innovation and outdated tech Mentioned 2x
"We were a Keap user for 7 years... Their tech has not changed once. Zero innovation."

Common Questions About Keap

Answers derived from customer review patterns

Is Keap legit and trustworthy?

Based on the analyzed reviews, there are serious concerns about Keap's trustworthiness, primarily related to billing practices and customer service. Many users report being charged after cancellation, difficulty getting refunds, and a general lack of transparency in billing. The numerous complaints about deceptive practices and difficulties in resolving issues raise significant red flags. While some users have had positive experiences, the overwhelming trend suggests caution when dealing with Keap.

Based on 45 reviews

Does Keap have good customer service?

The majority of reviews indicate that Keap's customer service is a significant weakness. Many users describe long wait times, unhelpful support staff, and difficulty getting issues resolved. Some reviewers mention that customer service quality has declined over time. While a few reviewers report positive experiences, the overwhelming consensus is that Keap's customer service is unreliable and frustrating.

Based on 35 reviews

Is Keap worth it for small business?

Based on the reviews, Keap's value for small businesses is questionable. While the platform offers automation features, the numerous complaints about billing issues, poor customer service, and platform functionality raise concerns about its overall suitability. Many users feel that the cost is too high for the value received, especially when compared to alternative CRM solutions. Small businesses should carefully weigh the potential benefits against the reported drawbacks before investing in Keap.

Based on 30 reviews

What is Keap's cancellation policy like?

Keap's cancellation policy is a major source of frustration for many users. Reviews indicate that canceling requires contacting customer service, often involving a sales pitch to stay. A minimum notice period is required, and many users report being charged even after submitting a cancellation request. The difficulty in removing payment information and the potential for unexpected charges make the cancellation process particularly problematic.

Based on 40 reviews

Why are customers complaining about Keap?

Customers are primarily complaining about Keap due to issues with billing, customer service, and platform functionality. Billing complaints include unexpected charges, difficulty canceling subscriptions, and deceptive practices. Customer service issues involve long wait times, unhelpful support staff, and unresponsive account managers. Functionality concerns range from outdated interfaces to unreliable features and poor integrations. These issues collectively contribute to a negative customer experience.

Based on 50 reviews

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