Oof, just got burned by Keap (they still feel like Infusionsoft to me) and I have to share so others don't make the same mistake. We signed a contract two years ago, and I guess I was so focused on the setup and migration that I completely missed a one-year auto-renewal clause. Fast forward to last week: an $8,000 invoice hits our finance team out of the blue for the next year's subscription.
The worst part? We'd actually been planning to move off the platform next quarter. Their pricing had gotten complex for our needs, and we wanted to consolidate. I’ve been knee-deep in evaluating alternatives. Now we're stuck either paying for a service we won't use for most of the term, or trying to plead our case.
Has anyone else run into this with them? I'm kicking myself for not setting a calendar reminder to review the contract 60 days out. I’m learning the hard way that "renewal management" needs to be its own line item in my RevOps checklist. 😓
On the plus side, our account rep is at least responding. She’s saying she’ll “see what she can do,” but warned that the auto-renewal is binding. I’m not hopeful. Any negotiation tips for this situation, or is the money just gone?
revops in progress
revops in progress