Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought shoes from your website. The sole split after about 4-5 months. keenfootwear.com ORDER #: KUS7645335. I was told at the toll free # when I called that I needed to wait one to two weeks after I submitted photos to be able to order a warranty replacement for these defective shoes, and the rep refused to look at and approve the warranty submission while I was on the phone, and refused to transfer me to the warranty department to do the same. This is an unacceptable delay. I would like you to ship out a replacement with expedited shipping by Monday September 12 for the inconvenience of having to file this BBB complaint to get reasonable warranty service.

  Business Response

  Date: 09/13/2022

  Hello,

  I'm so sorry to hear about your poor experience, however, this is the BBB page for https://www.keen.com/ a live advice network. We do not sell physical products, only advice services. It looks like your complaint is regarding https://www.keenfootwear.com. You should be able to find the company by looking in the retail shoes section to leave you review with them instead.

  Thanks.

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:
  
  Please delete this complaint, it was for the wrong company. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a customer of ******************** since January 2020. Ive had a great experience utilizing this website for advice, and may I add that *** spent a large amount of money within this time period. Up until about 5 months ago or so, *** noticed on my bank statements additional charges. I would use the seemless pay option which is when you can talk for as long as you wanted without interruption. For an example, if my calls lasted 20 minutes at the rate of $3.05/ per minute, Id expect to only see a charge of about $61. Instead, keen would charge double that. I started doing my own investigation, and noticed that they would hold that amount for several days, however there is a policy that they have (fine print) that you would miss regarding this concern. My bank rep said that those full charges went through, and I was never refunded for them. I contacted customer service, and only one person was able to assist me, I thought things were done. Low and behold about a week and a half later, keen disables my account and blocks my card Ive used. I contact them and their response was that I filed a claim on them for my refund. What type of customer service is that? So yall mad because I inquired about a charge, to be exact if only $18.(*****). Then they try to accost me via email saying that theyll re-activate my account but if I dispute any further, theyll disable it again. F*** yall. ****** was able to build relationships with my advisors before hand. They are definitely fidangling customers. Why the extra charges if youre only talking for a certain amount of time? Sounds like a scam to me. Especially if they arent refunding. What type of business holds additional funds that werent even part of your phone call amount of time? ****

  Business Response

  Date: 08/23/2022

  Hello SJ,
  
  I'm sorry to hear that you haven't had the best experience with **** recently but I'll do my best to answer all of your questions.
  
  First, I'd like to address the matter of how ************ bills your conversations. It is a convenient feature that allows you to stay in your conversation without being interrupted by charging in the background (https://keen.com/help/seamlesspay). ************ will send an authorization request to your payment method on file for 10 minutes at a time at the advisor's rate (As an example, if the advisor charges $3.10/ minute, the authorizations will show up as $31.00). At then end of the conversation, any authorizations on the account should settle out to just the amount paid for the actual time spent talking to your advisor within a few business days. While we won't know how this will appear on your account as each bank has their own internal method of accounting for these, the charges will only ever be for the cost of the conversation. We are always happy to provide a refund for any deposited funds that remain unused on your account balance, however, the way ************ processes your payment does not leave a remaining balance as it is meant to charge only for the services actually used.
  
  I'm sorry to hear that you charges did not seem to be falling off, however a brief review of your account does show us that the only transactions we completed were for the cost of your conversations, or for funds that you added prior to initiating these conversations. In the even that a charge doesn't seem to be settling out or disappearing and your bank states that the charges are going through, despite our Transaction Details (https://keen.com/transactions) showing that we have charged the amount you expected to pay, you are always welcome to call your bank and ask them to initiate a three way call with our Customer Support team in order to have our support team confirm which charges they see are valid and which are only authorizations. Unfortunately it seems that your bank understood your concerns as a claim that charges were not authorized and they likely filed a ************ behalf.
  
  Our Trust and Safety team receives reports of these claims and, because they are responsible for the safety of both our customers and our company, they have to act on all such claims, regardless of the amount. I apologize that the small amount of the claim triggering the closure of your account was a frustration for you and can certainly understand why you feel the way you do. I am glad to know that they were able to reinstate your account when you reached out to them, likely because it was such a small amount and because we can absolutely see what a great customer you are.
  
  While my explanation can't take away the frustration you felt in this situation, I hope it clarifies the situation as it truly stands. Though our company is limited on how we can assist you over a third party site, I would love to have you reach out to [email protected] so I can answer any additional questions you might have and to see what we can do to help reconnect you to your advisor. Thank you for reaching out here and giving us the opportunity to make things right.
  
  I hope you are well and will look forward to hearing from you!
  Thanks again.

  Customer Answer

  Date: 08/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I have reached out to this business to further resolve this issue, and havent received a response. This business said in the message that was sent to me that they would like to resolve this as well, and stated for me to contact them via ************************ and no one has since responded to me. This business has blocked my bank card that Ive used on keen, so therefore I can not even utilize their service to correspond to my advisors. I think that this business is very ***** and immature to block a customers bank card for usage on its site. As if people have multiple credit and debit cards laying around. I believe the business ultimately responded on this site to attempt to resolve the matter, however has failed to provide accurate and timely customer service. I reject their response. If Im not allowed to use my current bank card, I will stop using their site for services entirely. Bottom line. Ive been a great customer for many years. *** spent lots of money with this business and you invoke your ***** enforcement by blocking my debit card? GROW UP. The only way that Im interested in moving forward with accepting their response is if my debit card is unblocked to continue using their service. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/08/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for promo of 10 mins or reading for $1.99. The 'advisors' I chose did not accept the promo. Keep.com kept calling me to add more funds to the account. When I spoke to the cs rep, she selected someone who would accept the promo. This advisor was very condescending and rude and told me that unless i have a specific question or topic i want to discuss, I would spend the rest of my life without meaning and aimless. I believe these so called advisors are their employees hired to scam people out of A LOT of money. They should be investigated and and shut down. I also spent less than 60 seconds with this person but their site said I spent 4 minutes with him. Again, scamming people. I demanded they refund $1.99 and the rep refused saying it was company policy not to refund the promo. Again, another sign of scammers.

• Initial Complaint

  Date:05/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just spent 20 minutes on the phone in total with a psychic advisor although I purchased $997 ******** minutes, which at the rate of $20.07 per minute should have given me more time with the advisor, however the website says I have no minutes left. The telephone digital voice would cut me off after a few minutes, insisting there were no minutes left when I knew I hadn't spoken the amount it claimed I had..If Keen replies the minutes were use how do I help them understand something went terribly wrong with their technology. I used approximately $400 and not $997, please refund me as the website claims that I have used all of this.

  Business Response

  Date: 06/08/2022

  Hello,
  
  We're sorry for any confusion, and we'd like to review your charges with you to make sure you understand how you were billed for your readings. Please sign in and view your May Transaction Details page. Click See Details next to your conversations to open up your billed receipts. Please note that all amounts provided here and on the site are in USD.
  
  
  On 5/29/22 we see that $150 was added added prior to your conversation with an advisor, bringing your available balance to $175.69. This balance was used for the first 8 minutes of your conversation from 6:00 PM to 6:13 PM PST. When your available time was used you elected to use ************ to go forward with your call for an additional 3 minutes. ************ will pre-authorize your account for 10 minutes at a time at the advisor's rate per minute but will always settle out to charge you only for the time you have actually used, usually within 3 to 5 business days. Though you may have initially seen a pre-authorization for $200.70 this should have settled out to a charge for only $45.08.
  
  
  Because ************ pre-authorizes and settles out to the correct charge, using ************ will not leave a remaining balance on your account. Your second call with your advisor (from 6:15 PM to 6:22 PM PST) for 7 minutes for $140.49 was fully paid for by the $201.00 you added to your balance prior to the call.
  
  
  An additional $151.00 was added to your balance prior to your final call with your advisor from 6:37 PM to 6:50 PM PST. You call was initiated with a total balance of $211.51 as well as 1 free minute from your advisor. This allowed you to speak for the first 11 minutes of your conversation. When our system attempted to pre-authorize your account to continue the call at 4:49 PM PST, the $200.70 was rejected by your payment method. When this happens our system will instead attempt to preauthorize  for 3 minutes at a time, $62.10 in this instance, in order to allow you to finish your conversation. Only 1 minute more was used and the pre-authorization should have settled out to a charge of $9.26. The total of your call was $220.77.
  
  
  So, for 5/29/22 you should see charges in the amount of $150.00, $45.08, $201.00, $151.00, and $9.26. Because the pre-authorizations always settle out to the correct amount, you never need to contact us to refund leftover funds! Please know that if you are still seeing the failed transaction amount of $200.70, please reach out to your financial institution to understand when these funds will be released back to you as we have already released them back to your account.
  
  
  If you have further questions about your charges, I strongly suggest signing in to your Keen account and reviewing your transaction details. Please know that you are always welcome to reach out to our support team by phone at *********** HELP ***************). Our hours of operation are Mon-Fri 6:00 AM to 6:00 PM Pacific (except for a 1 hour closure on Weds from 12:00 PM to 1:00 PM), and Sat-Sun 8:00 AM to 4:30 PM Pacific