ComplaintsforKeen Home Inc.
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Complaint Details
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Initial Complaint
10/31/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have several Keen home vents, temperature controllers and hubs. The Keen Home app controlling the smart vents stopped working, it has been several months. I tried many things to get the Keen app to work, I tried logging out. When I tried to log back in, I got "an error occurred, please try again later." It has been two months and I still cant login. I unplugged all the hubs, ************* and got the same error. I attempted to contact the company by the emails I found under keen support. This email address returns undeliverable, tried several times and all came back undeliverable. I also found a ***** number to call that was disconnected. I feel they have blocked my emails or went out of business. I would like either the app to be made once again functional, or a full refund of the amount paid. as a smart vent that cannot be remotely controlled or scheduled is not useful and does not meet reasonable expectations for basic functionality.Customer response
11/25/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding Keen Home Inc. has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*****************************Initial Complaint
10/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My system stopped functioning 22 days ago. I cannot manage any of my vents or other devices. When I try to remove and re- add devices I get an error and it tells me to try again later. If I install the app on another device I can't even log in or reset my password. If I try to discover new devices I get a message saying that commands cannot be sent to my Smartbridge. Support is unresponsive. I have been trying to get a response for over a week. I have several thousand dollars invested in this system.Customer response
11/02/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding Keen Home Inc. has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************Initial Complaint
05/31/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I bought a hub and 15 vents from keen smarthome. The hub never connected to the vents. After 6 months they appear to have gone out of business as all of my emails to every email address bounce.Initial Complaint
01/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of original transaction: June 3, 2020 I purchased a smart vent, smart bridge, and thermostat.A couple of months ago (current date: January 20, 2022), the Keen Home app controlling the smart vent seemingly stopped working. I tried a number of things to resolve on my own, including clearing the cache of the app. Finally, I tried logging out. When I tried to log back in, I get "an error occurred, please try again later." Thinking this was temporary, I manually opened the vent and left it for a few days. Subsequently, I tried to login again and got the same error. Thinking perhaps I had the wrong password, I tried resetting it through the app, bit pressing the "reset password" button after inputting my email seemed to do nothing. I then tried to login from the website, and that too did nothing. Examining the network tab of Chrome dev tools, it appears that critical endpoints are nonfunctional or missing. I attempted to contact the company by the only means I could find, an email address on their website, found at ********************************* ************************************ This email address immediately returned an error suggesting that the mailbox is no longer available************************************* **** *************************************************** ***** *** ***** Requested action not taken: mailbox unavailable (in reply to RCPT TO command)I would like either the app to be made once again functional, or a full refund of the amount paid ($185.00 including shipping), as a smart vent that cannot be remotely controlled or scheduled is not useful and does not meet reasonable expectations for basic functionality.Thanks!Initial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have had issues with my Keen Home (now ConnectM) HVAC vents working as advertised for ~12-months. After numerous attempts to resolve the technical issues, they have become completely unresponsive. No improvements have been made over this time. My system is completely inoperable and leaves me manually opening all of them so there is not too much back pressure on my HVAC system. I repeatedly requested a full refund and was finally referred to their financial department in October where they offered my a 50% refund. I accepted have was told payment was sent. I have not received payment and the contact information for the financial team is no longer active. I am filing this complaint with the BBB and have also filed complaints against the company with the State AG offices of ** and MA.Customer response
01/16/2022
At this time, I have been contacted directly by Keen Home Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
Was told via text on 1/15/21 my refund would be sent within a week and I would receive confirmation in the next few days. I was told this over two months ago as well. I will provide an update if I do receive a refund. I have told them about this complaint but they have not acknowledged it.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer response
01/28/2022
I was contacted directly by Keen Home Inc. (ConnectM) and received my refund on 1/28/22.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.