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:01/17/2025

  Type:Service or Repair 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.

  During the summer of 2024, my tenant called in a work order at my rental address reporting the dishwasher stopped working. My property manager contacted ************************ (***), my home warranty service, and AWR assigned "Keepe Up" to assess the problem. After assessing the problem, AWR informed me the dishwasher could not be repaired because the damage was not from normal wear-and-tear but from mice eating the wire. I had doubts about mice chewing through the wires, so I requested the technician's report. After waiting a lengthy period of time, AWR informed me I had to contact "Keepe Up" for an extensive report and photos that I'd previously requested. After looking over the report and photos, I saw no frayed wires from mice gnawing on them. However, I noticed inconsistencies between the photos and the tech's report. For example, the wires were not gnawed by mice, but the wall in back of the dishwasher was chewed through. Regarding the wiring, the tech reported that the wires were "missing" and was the reason why the dishwasher didn't work. I questioned how could that be since mice aren't able to completely remove wiring from the dishwasher. Thereafter, I logically asked "Keepe Up" how could the dishwasher have worked for years and when it suddenly stops working it's because the wires were not inoperable, BUT, were COMPLETELY MISSING! Needless to say, "Keepe Up" would not let me speak to the tech or explain WHY important communication wires, that were obviously there BEFORE the dishwasher stopped working, suddenly ended up missing! Again, they refused to answer my questions. As a result, I may be forced to purchase a new dishwasher simply because the report was faulty and not properly explained which caused AWR to not honor my service claim to fix it because of parts mysteriously disappearing and NOT because of mice damage to the dishwasher's wiring. I simply would like to know where did the wiring go, since blind mice can't make wires go POOF!

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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.

  On October 27, 2024, I called ************************* which insures our water and sewer lines not covered by the local utility. We had raw sewage coming up through a drain on the side of the house. *** contracted with Keepe Up to address the problem. It cancelled two appointments without notice (no one showed up in the time window) and then did a no-show the third time but said we had cancelled. Now a week has gone by with raw sewage bubbling into our yard. I made yet another appointment but when I got the confirmation it was for another time and day altogether. They hung up 3 times before I got a human, who said the time I wanted was no longer available. So now it's 2 weeks of raw sewage. This company is absolutely undependable. I called *** and demanded a new plumbing contractor (2nd try. First try they said there was no other available in all of *************). Finally was able to get someone else. Utterly horrible service from Keepe Up. Unprofessional.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair 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.

  On 9/06/24 I discovered a water leak. I hired my own company to determine the exact cause of the water line leak. And proceeded on 9/9/2024 to file a claim with my warranty company (************************). After processing the claim it was assigned to Keepe Up Inc. to estimate our damages and hire a contractor to make the repairs. 9/19/2024 the claim was approved by Keepe. And since we have received broken promises that within 24 to 48 hours a contactor would be assigned to begin repairs. Two contractors were assigned separately with both backing out of making repairs. Me and my wife have made multiple calls to Keepe **** as well as our warranty ****************************** with only multiple excuses about why the work has not been started. When we voice our complaints the rep ********* us and either rushes us off the phone or hangs up. Keepe will not return calls. They only communicate via text and email pertaining to updates on repairs. And they will not transfer calls to a supervisor. We are approaching the winter season and run the risk of water line freezing. Which will lead to more damages.

  Customer Answer

  Date: 10/28/2024

  Thank you for following up with me on this complaint with Keepe Up, ****  My warranty Co. (************************)  offered the option of choosing another service provider since Keepe Up, **** has yet to resolve the issue.   Therefore on Fri., Oct. 25 a new service provider is now handling this for us instead of Keepe Up, ****  And we will finally see repairs finalized soon.  Therefore you can close the complaint. 
  
  Thanks again.

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair 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.

  They were called out through a home warranty company. They said the dishwasher needed a program reset. That didn't fix the problem. I asked to talk to the tech and got an airheaded, useless receptionist that just made excuses and offered no help. She was supposed to email me the info, and she did not end up doing it. I think a lot of these repair companies through home warranty are probably the worst quality and make up the fixes without really knowing what they're doing. $85 for the service call, but I'll probably have to pay a lot more to get another company who's competent to fix what Keepe Up didn't.

• Initial Complaint

  Date:09/17/2024

  Type:Product 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.

  My home warranty company ************ sent this company Keepe to fix my dishwasher. Serviceman fixed problem and collected money inappropriately from me instead of following protocol. This company sent the service provider an email saying I had been refunded my 125$. I have reached out to them weekly about this email and they keep telling me its being escalated to their accounting sept but when I ask to speak directly to them they say no one is there to talk too, not a manager present to speak with. They continue to lie to me and have not refunded me my money. I have all of the invoices and email attached to provide evidence, along with a opened queue at old republic who has also attempted to get the company to refund my money

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  My Refrigerator does not dispense ice or water my warranty company (Service Plus) assign Keepe-up to the job. They have made over four trip to my house and have yet to repair the problem. Last visit was August 15th to replace the Ice maker and still not working. I have called keepe-up over 5 times for a RECALL for this issue. I was told on every call some one will return my call to resolve this matter. To date NO calls. This company should be banned from doing business in the ************* . Just look at all the reviews on this company. I am requesting a full REFUND and $1000 for lost time ************* is a SCAM and misleading. As a Retired and Disable veteran we deserve more than this type of treatment I can be contacted at ************

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair 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.

  We were assigned this company, ************* through our home warranty to repair a washing machine and a gas cooktop. They acted as a third party to schedule the job to a local repair company. For the gas stove, the repair man spent 5 to 10 minutes to lift the lid on the stove and use a screwdriver to increase the flame on the pilot light. This fixed the cooktop. We paid for the service call through our warranty company. However, a few weeks later we got a bill from Keepe Up asking for additional money as our outstanding due on the bill for just the cooktop work, for what they called uncovered labor. The bill states it is for the cooktop repair, however on the phone to our warranty company, Keepe Up also indicated it was for cleaning and routine maintenance and our warranty company stated that Keep Up had billed for three hours of time for this. They did not do three hours of cleaning or routine maintenance. I never agreed to any cleaning or routine service work, and they did not do any. The company is evasive on the phone when questioned about billing, to the point it concerned our warranty company enough to look into it when they had a similar experience to ours when contacting Keepe Up. The communication, actions and billing from Keep Up appear very unscrupulous, and are possibly a scam. They appeared to me to be fabricating false bills then repeatedly demanding immediate payment through text and email, with the threat of unspecified late fees if not paid within 7 days. When contacted, they sound like they are reading canned, scripted responses like you sometimes hear from telemarketing scammers. They also appeared to me to be dropping calls after I called them out on their billing, then claiming -- only after I gave them the service address -- that could no longer hear me talking then hanging up on me. The repair tech has been clear he did not do what Keep Up is claiming. I would avoid having anything to do with them.

• Initial Complaint

  Date:06/17/2024

  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.

  Keepe Appliance Repair scheduled an appointment to repair my microwave on Saturday, 15 June. I stayed home the entire day to get the essential repairs and their technician never showed up. I called the company and the "robot" did not allow me to talk to an actual person to check the status of the work order, nor why the technician did not show up. Called their customer service line to talk to an actual person and the robot answering service only allowed me to confirm an appointment three days from now, then hung up on me. Very unsatisfied with their level of customer service and lack of reliability. Paid to have their technician repair my appliance and it has now been broken for 1 week with no repairs in sight. Demand an actual person from Keepe contact me and they make the repairs as required.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair 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.

  Keepe was assigned by my home warranty to replace my packaged heat pump. Warranty covered part of it, I'm out of pocket nearly $3,500 at this point. Technician assigned by Keepe removed my old unit on March 18th, 2024. He ran into issues installing the unit and has still not completed the job. I'm over 2 months without air conditioning in *****. The technician screwed up the duct design and is now blaming me for requesting that the unit be lifted a few inches. This is a lie to cover his mistake, because 1. nobody ever said raising it would be an issue and 2. the metal fabricator actually advised raising it more, which the technician did not do. I have attached my text message chain with the technician where it is clear that he knows he made a mistake, and he doesn't want to fix it. When I asked Keepe for a new technician, they went back to the same guy because they also don't want to own up to their mistake and lose money. They are now asking for more money to complete the job and are telling my warranty company that because the unit is raised, it has now voided warranties. I don't know where else to turn at this point, I'm sweating in my own house.

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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.

  I filed a claim with my warranty company Amercian Water Recourses March 25th, 2024. Received email for appointment for 3/31/24 9am to 12pm. Then received email later on 3/25/24, that my claim was on hold. Didn't get an email til 4/9/24 telling claim was assigned to Keep up. Then 2 more emails on 4/11/24 telling me claim has been assigned to Keepe up. I get email telling me my appointment is for 4/19/24 11am to 2pm, then was changed to 4/20/24 9am to 12pm. The 4/20/24 appointment was a no call, no show. Another appointment for 4/24/24 12pm to 3pm, also a no call no show. I get (4) emails later on 4/24/24, 2 of them tell me, additional information needed from me and 1, appointment with Keepe up and 1 that job is on hold. Later on, 4/24/24 get email for appointment for 4/28/24 11am to 2 pm. On 4/27/24, got email stating has been assigned to Keepe. On 4/28/24 get email stating job is on hold, then later this day, has been assigned to Keepe. On 4/29/24 get email to select appointment slot. I picked 5/3/24, but get email later this day, appointment has been moved to 5/11/24 3pm to 6pm. On 5/1/24 got call from Keepe employee that he was on his way to my home. I meet he and no work was done. He showed and explained and explained what had been done and the missed appointments. He said will be reporting this information to his mangers and that someone will be back in touch within 24 to 48 hrs. I have been stayed at hotels on the following days. 3/31/24to 4/1/24,4/2/24 to 4/6/24, 4/14/24 to 4/15/24, 4/16/24 to 4/18/24, 4/19 to 4/20/24, 4/20/24 to 4/24/24, 4/23/24 to 4/24/24, 4/30/24 to 5/2/24.