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Business Profile

Cyber Security

Keeper Security, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cyber Security.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/13/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Today, while reviewing payments on my PayPal account, I found a charge from Keeper Security of *****, made on February 19th 2023. I did not explicitly authorize any renewal, neither was this the price I paid when I first bought their service. Furthermore I cannot, however I try, log in to the Admin Console. A sender verification is made, a code is received by email, but it never works and its impossible to login to the Admin Console. I found all this to be very strange, an abuse, and possibly a scam. I held their business in higher consideration.I would like them to efective immediately cancel my account, and refund me the *****.

    Business Response

    Date: 04/13/2023

    Hello, 


    We've issued a full refund to your account. If you need further assistance, please reach out to us at **********************************. 

     

    Have a good rest of your day!

     

    Best, 

    TingTing

    Customer Answer

    Date: 04/17/2023

     
    Better Business Bureau:

    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:03/23/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Today, while reviewing payments on my PayPal account, I found a charge from Keeper Security of 63,94 , made on March 9.I did not explicitly authorize any renewal, neither was this the price I paid when I first bought their service.Furthermore I cannot, however I try, log in to the Admin Console. A sender verification is made, a code is received by email, but it never works and its impossible to login to the Admin Console.I found all this to be very strange, an abuse an possibly a scam.I held their business in higher consideration.I would like them to efective immediately cancel my account, pro-rata the 1 month of use (march 2023) and refund me the difference in money.

    Business Response

    Date: 03/23/2023

    Hello, 


    Thanks for your patience. Our system shows that the charge has been reversed. Please let us know if you need further assistance. 

     

    Best, 

    TingTing

  • Initial Complaint

    Date:03/07/2023

    Type:Product Issues
    Status:
    Answered
    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.
    $136.44 February 26th I ordered a password keeper from Keeper Security *** for my computer. I had no idea that the product was so difficult to use. They have tutorials, but too difficult for me to understand. I thought they had a 30 day back money guarantee but when I contacted them a day later they said they do not. *** contacted them several times to let them know my situation with no results. I am a 65 yo on a fixed income. I dont understand how these companies advertise how easy there programs are and once you get and download you cant use them too complicated. Who would think you would need an extensive tutorial for a program to keep passwords? I would appreciate if you could help me get my money back, I contacted them the day after I bought it within there 30 days. I also filed with PayPal but they have got no answer from them.Thank you for your time ***********************

    Business Response

    Date: 03/08/2023

    Hello ****,

     

    We reviewed your case and issued a full refund as a one time courtesy. Please allow 5 to 10 business days till the credit shows up on your end. We also sent you an email for you to delete the account. 

     

    Thank you!

     

    Best, 

    TingTing

  • Initial Complaint

    Date:02/16/2023

    Type:Billing Issues
    Status:
    Resolved
    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 want to delete my keeper account before they try and auto-renew it. Currently there is no way to cancel and auto-renew from happening via the website or application and emails to support have gone unanswered.

    Business Response

    Date: 02/16/2023

    Hello, 

     

    Please use your Keeper account email to contact us at *********************************** Wed be happy to help you with the account deletion. 

    Best,

    TingTing

    Customer Answer

    Date: 02/18/2023

    They got in contact with me and I was able to delete my account and stop the automatic renewel.

     
    Better Business Bureau:

    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:12/30/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Keeper Security has made it impossible to cancel services The Login console shows the next billing date but no way to cancel I got billed on December 5th ********************************************************************************************* October of 2021.I have not used these services the entire year yet they continue to bill my credit card.Their phone number is pointless since it goes to an answering machine that to date has not contacted me back.The online chat service just says someone will get back to you but nobody does

    Business Response

    Date: 12/30/2022

    Hello, 

     

    We're sorry you're upset. Our system shows that the charge was reversed today, and your account is cancelled. Please allow 5 to 10 business days till you see the credit on your end. 

     

    If you need further assistance, please feel free to reach out at *************************************************. Thank you!

     

    Best, 

    TingTing

  • Initial Complaint

    Date:12/23/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Today, on Friday, December 23, 2022, I ordered a one-year plan of Keeper Unlimited password manager for 1 user for the holiday 50% sale price of $17.50. But they claimed that I ordered the three-year plan of Keeper Unlimited password manager for 1 user for $73.48. Initially, the order with my **** debit card appeared to be declined. So I tried switching to pay with PayPal instead. PayPal showed the order price to be $17.50. But I went back to see what happened to order with the **** card and they charged me $73.48 instead for 3 years instead of $17.50 for 1 year. There was no way I ordered the 3-year plan. I was completely surprised when I saw the charge. They claim that according to their terms, they don't issue refunds. On hindsight, it would have been better to pay by PayPal, as PayPal tells you what you will be paying before you complete the transaction. That's not possible with debit and credit cards. ************* can get away with charging you more for things you don't want and didn't order with those cards. What I like to see is a total refund or getting the 1-year plan for $17.50 and refunding the rest. They certainly must promise they will never charge my **** debit card, of which they have the number, for anything ever again.

    Business Response

    Date: 12/24/2022

    Hello, 

     

    We reviewed your case and issued a partial refund to your account to match the 50% off price for one year. Please allow 5 to 10 business days till you receive the credit. If you need further assistance, please contact us at **********************************. 

  • Initial Complaint

    Date:12/20/2022

    Type:Billing Issues
    Status:
    Resolved
    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 have not received an answer to my support inquiry. Please give me free temporary access to my personal account under ******************** so I can retrieve information.

    Business Response

    Date: 12/21/2022

    Hi ******, 

     

    Per your request, we've activated your personal account temporarily for you to export your data. Please complete the process with 24 hours. Thank you!

     

    Best, 

    TingTing

    Customer Answer

    Date: 12/21/2022

     
    Better Business Bureau:

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

    Sincerely,

    ***********************

Keeper Security, Inc is NOT a BBB Accredited Business.

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