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Keefe Commissary Network Sales

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Keefe Commissary Network Sales's headquarters and its corporate-owned locations. To view all corporate locations, see

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Keefe Commissary Network Sales has 13 locations, listed below.

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    Customer Complaints Summary

    • 156 total complaints in the last 3 years.
    • 58 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:05/08/2023

      Type:Delivery 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.
      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,

      *****************************ey can just keep your money. No one would be okay with it, As I have requested before, I would like a refund of both orders. They are the ones who need to work it out with the ******************** why the orders weren't delivered and why no one was notified about it. The public cannot get in touch with these people and Access Securepak refuses to resolve it and just gives different responses/reasons that are not justified every time I call. To the BBB please help me obtain a refund from this company so we both walk away whole and thank you for allowing this type of platform. I hope and encourage all of the correctional facilities in every state to end their contracts with this company if they don't change the way they do business..Customer# ******* Invoice#******** Invoice# ******** Both orders total $124.07

      Business Response

      Date: 05/24/2023

      Dear *****************************,

      We received your concerns regarding recipient not receiving order invoice ******** & 21474280.  After checking with the facility.
      It has been determined that these orders were placed  via the website under  incorrect recipient numbers. The orders are being returned and refunds will be issued.
      Please make sure when placing orders, to use the correct CDC numbers on the recipients orders.

      Customer Answer

      Date: 06/12/2023

      I still have not received a refund. How long is it going to be?

      Business Response

      Date: 06/21/2023

      Dear *****************************,

      Per our last correspondence,, it was advised that, refunds would be issued when the items were return. Due to processing errors on the sender.

      These orders have recently been returned. A refund For the two invoice ******* & ********has been issued minus shipping, back to the cardholder initial credit card.

      Please allow 10- 15 business days to see transaction on card. 

      Customer Answer

      Date: 06/21/2023

      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:05/04/2023

      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.
      Complaint: ********



      I am rejecting this response because:



      The facility states that they returned the television on April 10, 2023.  I think this is absurd that its has been 3 months now and this order has not been completely fullfilled.  I want a refund immediately or I will contact a lawyer.  I am beyond fed up with this entire process.  Access  does not answer the phone and I feel that I have wasted too much of my time waiting on hold to speak to a live person.  I dont have that kind of time to waste any longer!  I demand my money back immediately or I will be forced to contact my lawyer!  If I am not compensated by the end of this week, my lawyer will be contacted and I will sue Access Securepak for the cost of the television, as well as additional costs!



      Sincerely,



      **** *****

      Business Response

      Date: 05/05/2023

      Dear **** *****,

      We received your concerns regarding order invoice #******** order for resident. Our records show the order arrived at the facility on 03/23/2023.  We have no records of this order being return. We will reach out to the facility to request an update on the status of a return. 

       

      Business Response

      Date: 05/10/2023

      Dear **** ****,

      We have made several attempts to verify a returned-on
      behalf of the resident ******.  Pelican
      Bay has failed to respond.
      Per the account manager, Pelican Bay is a Level 5 Facility
      and they do not share or discuss anything related to inmates or packages. To outside
      sources
      As a result of not being able to get tracking or
      confirmation on a return. We will honor a full refund for the purchase of the TV
      on invoice #********

    • Initial Complaint

      Date:05/02/2023

      Type:Customer Service 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.
      I made 4 transactions with Access Corrections on 04/30/23 which is a company under Keefe Commissary Network umbrella and they said the transaction was cancelled but the money can out of my account and they told me I should take it up with my bank. However I my bank says the company is responsible for taking the hold off so I spoke to them again and still have yet to receive my money back

      Business Response

      Date: 05/03/2023

      Dear ****** *****,

      We received your concerns regarding 4 transactions being
      completed and canceled.  So that we can investigate
      this matter please provide us with more information. We will need to know what
      types of transaction deposits or orders. In addition, we
      would need to know the receivers name, ID number, name of facility, Invoice
      numbers and the date of the transaction.

    • Initial Complaint

      Date:04/29/2023

      Type:Service or Repair 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.
      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,

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

      Business Response

      Date: 05/15/2023

      Dear ******,

      The Better Business Bureau notified ** April 30, 2023, with your complaint about a delay in processing a payment on behalf of an offender located at the ********* Department of Corrections.

      In your complaint, you reference a deposit you made through Access Corrections on December 26, 2022, in the amount of $54.95. Your bank reported this charge was disputed by you January 16, 2023, and the transaction was reversed resulting in a chargeback to Access Corrections. You mailed a $200.00 money order to Access Corrections to pay the chargeback,which was received on February 16, 2023. On March 1, 2023, we processed the payment which resulted in an overpayment of $120.05 and you requested we apply the overpayment to the same offenders account. Our records show the deposit in the amount of $120.05 was applied to the account of *********************** ********, ID #****** at the ********* Department of Corrections on April 28th,2023.

      We extend our sincere apology for the delay and any inconvenience this may have caused.

      Please do not hesitate to contact ** if we can be of any further assistance.

      Thank you again for choosing Access.We appreciate your business!

      Sincerely,
      *******************************
      Access Corrections

    • Initial Complaint

      Date:04/25/2023

      Type:Delivery 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.
      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,

      *************************told that I would not receive a refund due to facility standards but instead a replacement package. My husband has also spoken to the Keefe associates who deliver there and they always state they have no other package. The order number is #******** in the amount of $69.00 for ******************. Please resolve this issue.

      Business Response

      Date: 04/27/2023

      Dear *************************,
      We received your concerns regarding invoice #******** not being received by the resident.  After getting verification 04/25/2023 replacement order ******** was processed for shipment.
      We apologize for any inconvenience.

    • Initial Complaint

      Date:04/13/2023

      Type:Delivery 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.
      On 12-29-2022, I received my order #******* from Access Securepak with one item changed by my account, but was missing from my actual order.

      The item they charged me for was item#********, Velvetta Mini Blocks; priced at $7.45 + tax, which is a total of $7.64.

      To date, I have not received a refund, nor has anyone contacted me concerning reimbursement for this one item.

      My total order came to $29.15, before any fees or taxes were applied. The $7.45 mini blocks were included in that total order price.

      Access received $43.00 from me. They charged me $29.15 plus processing fee and tax which came to $35.29. I did receive a refund of $7.71 for the item that I was not charged for Velvetta Mini Blocks (#********).

      Enclosed is a packing slip that shows the entire transaction. Certainly they have had plenty of time to act on this. I have been patient with them.

      I would like a refund for the missing item in the amount of $7.45 plus tax.

      Business Response

      Date: 04/17/2023

      Dear ***** *********,

      We received your concerns regarding a refund $7.71 for item not received.  Our records show refund check #**** was sent to your facility . Our records show the status as reconciled. Please check with your trust account on this payment.. 

    • Initial Complaint

      Date:04/05/2023

      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.

      Thank you for  your response regarding my complaint against Keefe Commissary Network Sales.  I am writing to address the response from Keefe in which they requested more information in order to provide me with an answer to my complaint.

      Specifically, they wanted to know the following:  my SID# is ******* and I am incarcerated at the ****** ************ *********** in Jessup, Maryland.  Additionally, I do not know why Keefe claims that I owe them money.  They only stated that I owe them $94 and $25, which I finally dispute.  Finally, they spelled my name wrong - it is not "*******" it is "******."

      Once again, thank you for your assistance in helping me resolve this matter and I look forward to hearing from you soon.

      Business Response

      Date: 05/01/2023

      Dear  Mr. *******,

      We received your concerns regarding that you were told funds were due. We were not able to pull anything up under 246-620. Please provide us with additional information so that we can give you a response.  We will need to know your ID number also if this is related to a past Deposit or an  order.

    • Initial Complaint

      Date:03/31/2023

      Type:Service or Repair 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.

      I am in receipt of your April 5th letter which I just received.  Unfortunately, I was unable to contact you before the 7 days f the complaint closing. 

      You stated that the business whom the complaint is against failed to find me in their system.  I'm of the belief that it was because of my CDC# was incomplete.  The correct number is CDCR#*****!

      Additionally, I'm sending you copies of my account balances which reflects the inaccurate amount which I've complained of excessively to the company.

      As it reflects on 3/16/22, I left $106.05 on my account.  The next time I accessed my account is on 11/14/22 when my family added $150.00 to my existing $106.05.  However, my balance although it should have totaled $256.05, it comes to $211.37, $44.68 is missing.

      Their next response on 2/3/2023 was misleading because my facility has nothing to do with my prepaid account.  

       

      Business Response

      Date: 04/03/2023

       

      Dear ******* ********,

      We received your concerns regarding your prepaid account balance. However we are unable to pull any accounts up with the **** *****.  

       

       

       

      Business Response

      Date: 05/17/2023

      I'm writing to provide an update that on 5/8/2023 I wrote another letter (see attached) to the company addressing the matter and attempting to once again - seek resolution/understanding to the matter.

      I've enclosed a complete copy of what was mailed to the company.

    Keefe Commissary Network Sales is NOT a BBB Accredited Business.

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