Keeper Security, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10982498, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: *** *** CRM
Contact Phone: *** ***
Contact Email: ***@keepersecurity.com
On Aug 18, our support team informed you that the $PayPal authorization process is turned off, therefore this issue
should be resolvedYour previous Keeper account registered with ***@gmail.com was removed from our system last year and is on our unsubscribe listThis $pending charge won't happen againPlease let us know if you decide to use Keeper again to protect your most important information and we will assist you
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is true

Initial Business Response /* (1000, 5, 2015/07/06) */
Our support team has responded directly to the customer with instructions to login and retrieve records. We are awaiting the customer's reply to find out if this was successful. We are sorry for any inconvenience this has caused and will do our...

best to resolve this as quickly as possible and make sure the customer is satisfied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]

Hello We've already issued the $29.99 refund to Eric on Oct 29, 2015 and removed his account registered from our system to avoid future confusion per his request. We also unsubscribed his email from our system. Please let us know if you have any questions. Regards,[redacted]

Initial Business Response /* (1000, 5, 2015/06/11) */
[redacted], As of 4pm yesterday June 10th, it appears your issue was resolved. Please let us know if this is not correct and we will help you as soon as possible.

Our system shows that the user purchased Keeper Unlimited at $29.99 via [redacted] Store in November 2017. She reached out to use on Mar 28, 2018 to ask for a refund. Because payments made through [redacted], the [redacted] Store (for iOS devices), or the [redacted] Store (for [redacted] OS X devices) are...

processed by [redacted]le, we cannot refund the user directly if he/she upgraded to Premium. They are not processed by our service, and we only receive the payment confirmation from [redacted]le. We care about creating the best experience for our customers. As a courtesy, we're h[redacted]y to send $29.99 to the user's [redacted] account. After that, the user must login to her [redacted]le ID to cancel the recurring subscription to avoid future billing issues. https://support.[redacted]le.com/en-us/[redacted]Note: I called this user this morning and left a voicemail and she can call me back at 312-[redacted].Best,[redacted]

Hello We sincerely apologize for the late reply. We've refunded both purchases (one made via iTunes and one made via our website, a total of $19.98) to the customer and resolved the issue. We also converted the user's account  to a free trial so that she has enough time to get...

her data out from the app.  Regards,[redacted]

Hi Stephen,We are very sorry to hear about your experience. We care about creating the best experience for our customers. Keeper password manager has both a free version and a paid version. The free version only works on one device with local storage only. Paid customers can contact...

[email protected] to downgrade to the free version at any time. Per your request, we have already canceled your Keeper accounts and helped you export your data. If you still need further assistance, please feel free to contact [email protected].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Eric Hensley

We're sorry that the user is upset.  Please note that we have already helped the user to export his data and canceled his account per his request. Keeper Password Manger offers both a free and a paid version. If the user's paid account is expired, he will need to renew to regain access or contact [email protected] to downgrade the account to the free version. The free version of Keeper will only work on one device. As the data is stored locally on one devcies, the information will not transfer if the same device is lost, stolen or damaged. To learn more about our pricing, please visit Keepersecurity.com/pricing.

Complaint: [redacted]
I am rejecting this response because: These are advertisements with basis of sales pitch to note that back-up capabilities would be lost if back-up membership not renewed. Any notification about locking out service is vague, and misleading.  Also, the company has maintained that it offers free tiered service so there should never be a point where access is locked/restricted.
Sincerely,
Stephen [redacted]