Complaint: [redacted]I am rejecting this response because:This Keen credit as their response to my complaint would not serve any purpose or benefit me in the resolution in this matter because I am not using their services again. If they won't refund the complete amount to my credit/debit card, then I want 1/2 the amount I spent on their site refunded to my credit/debit card not credit for their services. That is completely fair as I was enticed and would not have continued to use their services had I not been told what I wanted to hear. Asking me to spend $3,000 on candles is ludicrous not to mention the continuous enticement to call back for readings. This is a fault on their behalf. Also, they wouldn't have responded at all had I not filed a complaint. I tried repeatedly via calls and emails and didn't get anywhere. That alone is poor business etiquette and recourse is due for that alone. Please refund 1/2 of what I spent on Keen's site as that is more than fair. Above this, I want the total amount refunded to my credit card from the reading I had with [redacted] on 8/6 as I was only trying to confirm and she completely disagreed with what I was told. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/04/28) */
Thank you for the opportunity to address Ms. [redacted]'s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments.
Please allow us to begin by explaining that Keen.com is a technology platform which...
allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A customer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors.
Our records indicate that on April 11, 12 and 14, 2015, Ms. [redacted] contacted our Customer Support via Support Form requesting the chat transcript from her conversation with an advisor on April 11, 2015. Our representative replied to Ms. [redacted]'s request on April 17, 2015 with the requested transcript. If Ms. [redacted] is continuing to experience any technical difficulties with any other chat transcripts, we kindly ask that she contact our Customer Service department with the exact member name and date of the conversation in question. They can be reached directly by calling 877-Keen-Help between the hours of 7AM and 7PM Pacific Time.
We certainly hope this information alleviates Ms. [redacted]'s concerns. We thank her for taking the time to correspond via the Revdex.com.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive some, but not all, of the transcript. I was disappointed that some important segments were missing, but at this point do not want to pursue it further. At least they did provide me with most of the recorded conversation. Thank you for your assistance.
Initial Business Response /* (1000, 6, 2015/10/21) */
Customer: [redacted]
Email: [redacted]@gmail.com
Thank you for allowing us the opportunity to address Ms. [redacted]'s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Additionally,...
we are very sorry to hear about the difficulty Ms. [redacted] experienced with our Customer Support. We have forwarded her comments to the appropriate departments for review.
Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A consumer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors.
Please understand that Keen acts solely as a technology platform that allows users to connect. As per section 2(a) of the Keen Member Agreement states, "Keen is not responsible for the use or exchange of any information, files or goods between Members. You are solely responsible for, and will exercise caution, discretion, common sense and judgment in, using the Site and Advisor Services, in evaluating the qualifications of, and statements made by Members in listings or through the Member feedback system, and in disclosing personal information to other Members."
As per section 1 (c) of the Keen Advisor Rules Policy, Advisors will not diagnose illnesses, provide treatments, prescribe medications or otherwise act as a medical care provider through the Site. This includes pregnancy and fertility advice. As such, know that the Play Fair department cares greatly about the safety of our members on Keen, and will look into the advisor in question and take appropriate action, as necessary. Due to our Privacy Policy, we are not able to share any details of the actions we will be taking in response to this information. Nor will we inform any member that who provided us with this information.
Our records indicate that on October 6, 2015, Ms. [redacted] contacted our Customer Support and requested a cancellation of her account. Our representative cancelled her account and issued a credit card refund of her unspent balance to her American Express account ending in 2027. On October 20, 2015, [redacted], a member of Keen management who was informed of Ms. [redacted]'s poor experience, spoke with Ms. [redacted] via phone and resolved this matter by issuing a $1,000.00 courtesy credit to Ms. [redacted]'s account and reactivated her account. Due to the fact that Keen.com is a pre-pay service, we are unable to refund funds once they have been spent with an advisor.
We certainly hope this information is helpful to Ms. [redacted] in some way and alleviates her concerns. We thank her for taking the time to correspond via the Revdex.com.
Thank you for allowing us the opportunity to address [redacted]’ concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via...
phone or chat anonymously.
We would like to expand on [redacted]’ experience using Keen. [redacted]’ placed two calls on Keen, which she was credited back for due to her unsatisfactory experience. The first call was on 6/19/17 for a total of $11.97. The second call was also on 6/19/17 for a total of $71.98. This would add up to the $83.95 [redacted] is reaching out about.
Keen’s Satisfaction Guarantee policy allows us to refund one unsatisfactory conversation every 30 days for up to $25.00. In this case, Keen credited back [redacted]’ account back in total for both calls, which is above and beyond what we normally allow.
Additionally, Keen is also able to refund any unused funds directly back to the payment method in which they came from. In [redacted]’ case, the funds she added were already used to have her conversations with the advisors, and the advisors are paid using those funds. As a reminder, Keen is just the third party that connects these two individuals. However, as a courtesy, Keen still provides a Satisfaction Guarantee policy for calls that were not up to our customer’s standards, just as we did in this case. We believe this issue has been appropriately settled by Keen.
Complaint: [redacted]I am rejecting this response because: No communication in regards to what was happening to my account while trying to cancel my relationship with Keen as well as credit back to my account and why was made until now. Again Keen, you only offered your "above and beyond" service as a means to keep a customer who've spent thousands with you. This all took place in June and you are just responding back to me while restricting my access to leave honest reviews for advisors. For anyone looking to spend your money with Keen please be aware. Do your research on them and believe the reviews. Use to be a reputable company but they will sink due to its scamming unprofessional tactics. Lesson learned for me. Close my account Keen! I've asked for that several times but of course there's not a practice in place for that even though it's on the website and I followed the proper protocol to do so. Poor communication! Poor customer service as there are no upper management to speak with nor do they answer calls.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:The call for 11.97 was credited back to my account due to the advisor hanging up on me and taking the first minute of 11.97 from me. I expressed my dissatisfaction with Keen for that call and the second call for 71 dollars. Within the year I've been experiencing issues of dropped calls on Keens behalf, Keen taking money from calls that were never placed and after the last two calls with dissatisfaction I was ready to cancel Keen completely. I reached out to Keen on several occasions(which is documented per saved messages) requesting to close my account due to unsatisfactory calls and issues. Within the 3 attempts of reaching out, I was credited back the 11.97 after expressing my intent to not conduct business with them any longer. After the last message that I sent Keen on 7/13/17 as a second notice that I wanted to close the account, that's when I noticed the balance changed to a satisfaction guarantee credit in order to make me give back money to the company. Out of the 2 email attempts I never received any contact from Keen stating anything about if I'd be credited how sorry they were for my unsatisfactory experiences nothing.. My access to leave feedback for advisors became restricted so I wouldn't be allowed to warn other customers of my experience. If your contract states a credit of up to 25.00 dollars why credit me 83.95 well over just to force my hand to give my money back for a service that I'm unhappy with after trying to close you out. I've spent a lot of money with Keen and have never tried to get over on them let alone anyone but fair is fair and Keen cannot wiggle its way around its contract and then pin me as if They handled this situation correctly. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:This Keen credit as their response to my complaint would not serve any purpose or benefit me in the resolution in this matter because I am not using their services again. If they won't refund the complete amount to my credit/debit card, then I want 1/2 the amount I spent on their site refunded to my credit/debit card not credit for their services. That is completely fair as I was enticed and would not have continued to use their services had I not been told what I wanted to hear. Asking me to spend $3,000 on candles is ludicrous not to mention the continuous enticement to call back for readings. This is a fault on their behalf. Also, they wouldn't have responded at all had I not filed a complaint. I tried repeatedly via calls and emails and didn't get anywhere. That alone is poor business etiquette and recourse is due for that alone. Please refund 1/2 of what I spent on Keen's site as that is more than fair. Above this, I want the total amount refunded to my credit card from the reading I had with [redacted] on 8/6 as I was only trying to confirm and she completely disagreed with what I was told. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/04/28) */
Thank you for the opportunity to address Ms. [redacted]'s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments.
Please allow us to begin by explaining that Keen.com is a technology platform which...
allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A customer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors.
Our records indicate that on April 11, 12 and 14, 2015, Ms. [redacted] contacted our Customer Support via Support Form requesting the chat transcript from her conversation with an advisor on April 11, 2015. Our representative replied to Ms. [redacted]'s request on April 17, 2015 with the requested transcript. If Ms. [redacted] is continuing to experience any technical difficulties with any other chat transcripts, we kindly ask that she contact our Customer Service department with the exact member name and date of the conversation in question. They can be reached directly by calling 877-Keen-Help between the hours of 7AM and 7PM Pacific Time.
We certainly hope this information alleviates Ms. [redacted]'s concerns. We thank her for taking the time to correspond via the Revdex.com.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive some, but not all, of the transcript. I was disappointed that some important segments were missing, but at this point do not want to pursue it further. At least they did provide me with most of the recorded conversation. Thank you for your assistance.
Initial Business Response /* (1000, 6, 2015/10/21) */
Customer: [redacted]
Email: [redacted]@gmail.com
Thank you for allowing us the opportunity to address Ms. [redacted]'s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Additionally,...
we are very sorry to hear about the difficulty Ms. [redacted] experienced with our Customer Support. We have forwarded her comments to the appropriate departments for review.
Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A consumer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors.
Please understand that Keen acts solely as a technology platform that allows users to connect. As per section 2(a) of the Keen Member Agreement states, "Keen is not responsible for the use or exchange of any information, files or goods between Members. You are solely responsible for, and will exercise caution, discretion, common sense and judgment in, using the Site and Advisor Services, in evaluating the qualifications of, and statements made by Members in listings or through the Member feedback system, and in disclosing personal information to other Members."
As per section 1 (c) of the Keen Advisor Rules Policy, Advisors will not diagnose illnesses, provide treatments, prescribe medications or otherwise act as a medical care provider through the Site. This includes pregnancy and fertility advice. As such, know that the Play Fair department cares greatly about the safety of our members on Keen, and will look into the advisor in question and take appropriate action, as necessary. Due to our Privacy Policy, we are not able to share any details of the actions we will be taking in response to this information. Nor will we inform any member that who provided us with this information.
Our records indicate that on October 6, 2015, Ms. [redacted] contacted our Customer Support and requested a cancellation of her account. Our representative cancelled her account and issued a credit card refund of her unspent balance to her American Express account ending in 2027. On October 20, 2015, [redacted], a member of Keen management who was informed of Ms. [redacted]'s poor experience, spoke with Ms. [redacted] via phone and resolved this matter by issuing a $1,000.00 courtesy credit to Ms. [redacted]'s account and reactivated her account. Due to the fact that Keen.com is a pre-pay service, we are unable to refund funds once they have been spent with an advisor.
We certainly hope this information is helpful to Ms. [redacted] in some way and alleviates her concerns. We thank her for taking the time to correspond via the Revdex.com.
Thank you for allowing us the opportunity to address [redacted]’ concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via...
phone or chat anonymously.
We would like to expand on [redacted]’ experience using Keen. [redacted]’ placed two calls on Keen, which she was credited back for due to her unsatisfactory experience. The first call was on 6/19/17 for a total of $11.97. The second call was also on 6/19/17 for a total of $71.98. This would add up to the $83.95 [redacted] is reaching out about.
Keen’s Satisfaction Guarantee policy allows us to refund one unsatisfactory conversation every 30 days for up to $25.00. In this case, Keen credited back [redacted]’ account back in total for both calls, which is above and beyond what we normally allow.
Additionally, Keen is also able to refund any unused funds directly back to the payment method in which they came from. In [redacted]’ case, the funds she added were already used to have her conversations with the advisors, and the advisors are paid using those funds. As a reminder, Keen is just the third party that connects these two individuals. However, as a courtesy, Keen still provides a Satisfaction Guarantee policy for calls that were not up to our customer’s standards, just as we did in this case. We believe this issue has been appropriately settled by Keen.
Complaint: [redacted]I am rejecting this response because: No communication in regards to what was happening to my account while trying to cancel my relationship with Keen as well as credit back to my account and why was made until now. Again Keen, you only offered your "above and beyond" service as a means to keep a customer who've spent thousands with you. This all took place in June and you are just responding back to me while restricting my access to leave honest reviews for advisors. For anyone looking to spend your money with Keen please be aware. Do your research on them and believe the reviews. Use to be a reputable company but they will sink due to its scamming unprofessional tactics. Lesson learned for me. Close my account Keen! I've asked for that several times but of course there's not a practice in place for that even though it's on the website and I followed the proper protocol to do so. Poor communication! Poor customer service as there are no upper management to speak with nor do they answer calls.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:The call for 11.97 was credited back to my account due to the advisor hanging up on me and taking the first minute of 11.97 from me. I expressed my dissatisfaction with Keen for that call and the second call for 71 dollars. Within the year I've been experiencing issues of dropped calls on Keens behalf, Keen taking money from calls that were never placed and after the last two calls with dissatisfaction I was ready to cancel Keen completely. I reached out to Keen on several occasions(which is documented per saved messages) requesting to close my account due to unsatisfactory calls and issues. Within the 3 attempts of reaching out, I was credited back the 11.97 after expressing my intent to not conduct business with them any longer. After the last message that I sent Keen on 7/13/17 as a second notice that I wanted to close the account, that's when I noticed the balance changed to a satisfaction guarantee credit in order to make me give back money to the company. Out of the 2 email attempts I never received any contact from Keen stating anything about if I'd be credited how sorry they were for my unsatisfactory experiences nothing.. My access to leave feedback for advisors became restricted so I wouldn't be allowed to warn other customers of my experience. If your contract states a credit of up to 25.00 dollars why credit me 83.95 well over just to force my hand to give my money back for a service that I'm unhappy with after trying to close you out. I've spent a lot of money with Keen and have never tried to get over on them let alone anyone but fair is fair and Keen cannot wiggle its way around its contract and then pin me as if They handled this situation correctly. Sincerely,[redacted]