The Neat Company, Inc

Cancellation and refund process has been applied per your requested received this morning within case *** Please allow 3-business days for refund process to your credit card of billing

While we are very sorry to hear that you have had technical issues using Neat and MAC, I see that the only communication with us was dated Nov 21, with case number ***, at which time an agent determined that the issue you were reporting was in regards to our legacy version of the
software. (Witch at this time is no longer support via a live technical support agents). This response was sent to you on 11/21/to email address ***@***.com. You were provided with links to resolutions for the issue that you reportedTechnical support agents responded to your case the same day it was created, even though it can take up to business hours. You are correct that live technical support is only available to those customers that choose to purchase either a cloud subscription or Service Plan. For the issues that you have reported, the resolution can be found via our support page at www.neat.com/supportAttached you will find a copy of the communication that was previously sent to you on 11/21/for additional information regarding our legacy software please visit http://www.neat.com/helpcenter/neat-faq/#legacy-retirement

Please see the attachments for confirmation of order placement and shipment We received a web order request on 4/15/(tryneat.com) for a Neat Desk scanner purchased on a trial An initial charge was applied in the amount of $for S&H Billing was arranged to be applied
through automated payments starting on 5/15/

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I know how this over priced scanner works When they had any firmware update out the scanner would stop working until I updated the firmware They do not have a way of going back to an older firmware which means they cut me off from using the scanner which I purchased I have read many blogs and reviews on people in the same boat This was a terrible move of a money hungry company trying to make customers pay even more than they already have to purchase a very expensive scanner This company is terrible and I would like every one to know not to deal with this company If they can provide me with a download or disc of the version that actually works then we may have a resolution if I were a betting man I would assume the firmware is not going to work or not well since they want every one to pay them monthly to use a scanner Bad business
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a
reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
#- I have sent SEVERAL emailsThere should be atleast FOUR cases with my name on it and they only responded to ONE this morning.#- Their response did not SOLVE any problem whatsoever#- I have requested a phone call ASAP and they have yet to even respond to my e-mail response. Until this issue is resolved, I am not accepting this business's responseThey are still doing the same nonsense they've done since day which is to IGNORE the customer's issues and refer to their website instead of actually fixing issuesI STILL do not have access to my account which requires NEAT support team to provide me access and yet their email requested I go back to their help centerRidiculous.
Regards,
*** ***

Hello ***,Sorry to hear that you have been having issues with your Neat scannerI see that your Neat account wasn't setup with your phone number which is why you might have had trouble getting through to phone supportI have added the phone numbers you provided through the Revdex.com to your Neat
account so that if you need to call in you can get directly through to Technical SupportWe would like to help you get up and running if you are willing to help us troubleshoot your issueIf you would like phone support, please reply with a time/date you are available for a callOr since your phone number is now on your Neat account, you can call us at ###-###-#### M-F from 9:00AM to 6:00PM ESTWe also have live chat support here: http://www.neat.com/support/contact-support/ Neat Support

We are sorry to hear that you are having technical support issues with your scanner Your most recent communication with us through case *** indicates that you are using a software that is no longer supported through live technical support An agent did provide with information
to attempt to resolve the matter that you are reporting Unfortunately, if those solutions did not resolve the matter, the product is out of warranty and we would be unable to replace the scanner since you indicate in the same case number that you purchased the scanner in Neat products include a year limited manufacturers warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me In fact, I immediately, sent a note to *** *** that Lee at Neat Company, was more than helpful in assisting me with my problemThat Lee exceeded my expectations.
Regards,
*** ***

Hello ***,Please accept our apologies for the delay due to an error in processing Corrects are now being applied allow a check to be issued shortly Confirmation will be given once the check has been mailed.Neat Support

*** ***,
We do not show a record of contact or request to cancel for our Neat cloud services subscription The annual Cloud subscription is set to auto-renew unless you contact us otherwise before the payment is processed
We will honor
your request for refund of the charges of $charged in February and will cancel your subscription going forward Unfortunately, we cannot honor the refund request for last year's charges
You should see the credit back to your credit card within 7-business days depending on the processing time of your bankKindest Regards,
Neat Account Support Team

Our apologies to the customer for any communication difficulties which were experienced attempting to have their subscription cancelledOn 09/13/@ 09:AM an email was sent to the customer confirming the account has been cancelled and since the charges were disputed with the bank, we will not
be able to process a refund until the charge back procedures from the banking institution are completed *see attachment

We apologize for your experience In reviewing your case, it does appear there may have been some confusion as the agent thought you were requesting us to replace a USB cord.We are going to have an agent reach out to you to obtain information for replacing the scanner for you

As previously indicated, free trials are not associated with the monthly subscription
We are sorry if there was any confusion when review that page However, you still added the trial to the cart which clearly indicates that after the day trial you will be billed at the annual rate of $ Additionally, in order to continue creating a free trial you have to agree to the Terms and Conditions, which again indicates that you authorize Neat to process a payment at the annual rate of $A copy of the terms and conditions can be found here http://www.neat.com/***/Unfortunately, we will not be able to process a refund and at this time Neat will consider the complaint as resolved as no further action will be taken, due to agreement of the terms and conditions and a lack of request for cancellation of service within days of billing

Complaint: ***
I am rejecting this response because:
From: *** *** Date: Wed, May 13, at 9:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] Neat Company did not supply a contact person or phone number that can help me with my problemI want to speak with a real person, not communicate via emailI have supplied my contact numbers
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello ***,It appears that you talked to Levi today who was able to help you get your sync issue resolvedPlease note, if you need to contact support you can call us at ###-###-####Phone support is available Monday to Friday 9:00AM to 6:00PM EST.You can also access our live chat here:
http://www.neat.com/support/contact-support/ days a week, 9:00AM to 6:00PM EST.Neat Support

The problem that initiated the complaint was understood to have been relative to accessing your old database. Confirmation of database restore to a new cabinet was received on 8/5. At this time support options are made available based on account type

Our apologies to the customer for the difficulties reported in the filed complaintThe complaint against Neat has been reviewed, and in response, the Neat organization stands by the products and services that it offers. Upon reviewing the customer record associated with the specific
email address provided in the Revdex.com complaint (***/ *** ) - we have located the sales order referenced by the customer: ***In response to the customer, we have identified there is a past due balance in "Pending Billing" status associated with the account for the purchase of a NeatDesk Scanner for ***, on 03/21/2012. A payment of has not been received. One payment of received on 4/3/and one of received on 4/9/12. At this time there is an outstanding balance in the amount of for ***. A screen shot of the order for the outstanding balance has been provided for review and as evidence to the fact Neat is still owed for the original purchase of the scanner.It is suggested the customer contact our collections specialists team to address the past due balance at the following number: ###-###-####Once the payment has been made, Neat is certainly be willing to assist with any technical issues reported by the customerAdditionally, if any customer does not wish to sign up for the NeatCloud subscription service, they may remain on our Legacy software and more information regarding this process is included in the following link: ***

Complaint ***-There are no accounts found within any of the email addresses shared to where charges for future orders may be applied. In the instances marketing emails are delivered to any email address you are able to follow a link to unsubscribe to opt out from future advertisements

Neat will not be able to provide a refund to the customer as requested on the basis support has been made available to the customer in an effort to assist with the issue reportedThe customer reports having a premium support plan, which includes live phone support for the first days, email, and
chat assistance: http://www.neat.com/support/contact-support/The customer was previously on the retired unsupported legacy version of the Neat software which we have offered assistance in updating to our latest version of the softwareCustomers using the retired Legacy version of the Neat software are welcome to stay on this version, which does not require a subscription to Neat cloud - although there will be no support or updates to this versionThe customer indicated a feature is missing in the latest version of Neat and a feature request has been sent to the development team and will be implemented in a future version of the new Neat cloud-powered softwareAlthough, we do not have a firm time frame when the feature will be availableWe understand this might now be the ideal situation for customers who are familiar with features in the retired legacy version of the Neat software, but there are plans for creating parity between the retired and unsupported Neat legacy software and the new Neat cloud-powered software. Attached are a few examples of Neat attempting to assist the customer via chat and email when we were contacted for assistanceWe made an effort to call the customer directly to schedule time for personalized support and provide a complimentary year of premium Neat cloud, but we have received no response at this time