# Skeezy billing practices?

I was testing out Keen on a hobby project a couple of years ago and it was pretty neat. Easy to get up and running with nice charts and metrics. Fast-forward a few years, and Keen decides to change their billing to a usage tier based system. I got the mail about it. I checked my usage and I was quite a bit under the 50,000 free events per month, so no sweat. Then I start receiving $150/mo bills from them for my measly 2500 events monthly. Being busy I didn't catch this right away, and now have been charged 3 months at this rate. Once I caught the issue, I wrote to them, expecting to get an easy refund for mistaken charges, but no. They basically pulled a "well in our TOS it says..." on me, claiming that I had been notified by email about the pricing change.

I had been notified, but nothing lead me to believe I would start receiving $150/mo bills from them. Now I'm a week into this pain in the ass, and no progress on getting a refund. Is my few hundred dollars really that important to you Keen? Seems like a pretty poor way to build a business if you ask me.

##### Post Metadata
- Posted at: almost 6 years ago
- Author title: Designer and Developer | Cofounder of Genster.cz
- Net upvotes: 2


## Comments
### Comment 1

I had a similar experience, unfortunately. I ultimately never got a refund but was given a window to migrate my data off and cancel my account without incurring additional fees after I made it clear there was no path forward for me to continue using their service. In my opinion, their pricing model has always been a part of their service, but in their opinion, the service is the software itself irrespective of pricing... hence the TOS back and forth. I ultimately felt the resolution I got was as good as I could expect, but it was a very frustrating experience, especially because of the way communications were handled around those various pricing schemes with "implicit acceptance" of hundreds of dollars a month in new fees. That's ... not a great look.

##### Comment Metadata
- Posted at: almost 6 years ago
- Author title: President / CEO at Centarro




## Related Product
[Keen.io](https://www.g2.com/products/keen-io/reviews)

## Related Category
[Embedded Business Intelligence](https://www.g2.com/categories/embedded-business-intelligence)

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