The Neat Company, Inc

On 06/29/16, a Neat technical support agent called the customer directly to provide support and resolved the reported issue.

Hello [redacted],
We are sorry to hear about the issues you have had with your Neat products. Your request for a refund for the charges in September and October has been approved and the refund has been processed. Please allow 3-5 business days for the refund to show on your...

account.
Neat Support

I see Genine reached out to you this morning and corrected a few issue's you where experiencing. Thank you for allowing us to assist.  Please reply back to case [redacted] if you are in need of additional assistance regarding this matter.

We do apologize for any disruption of usage involving your cloud trial subscription.  Please clarify if the Neat Connect, Receipt, or Desk scanner was purchased.  Your are able to use our software without the usage of a cloud subscription.  However, there is the opportunity to use our...

scanners and software in conjunction, or separate, from the cloud and vice versa.  At this time we do understand your desire of a refund for the cost of the scanner since it is now too late to return it to [redacted] where it was purchased.  We're unclear of the statement of "complimentary Neat Cloud service for one two years to attempt to make up for the lost time and money I have had to suffer as a result of their inadequate service and false advertising of available service."  Please let us know if an additional offer was made with [redacted] for complementary cloud service beyond the initial trial period.   Your more than welcome to give us a call directly at ###-###-#### Mon-Fri 9-6 EST as the telephone number of ###-###-#### has been applied to your account profile allowing our phone system to transfer calls received from this number to our On-Boarding team.  From there you'll be able to receive assistance involving any concerns free of charge within an initial 60 day period (expires 4/23).

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted].  Their response indicates they have tried to assist with my issue.  However, I want to make it clear, it was not until the Revdex.com got involved that they made any attempt to contact me or help me.  As of 2/25, Nicole with the Neat Co. was very helpful in reaching out and fixing my problem.  At this time my issue is resolved and I consider the matter closed.  Thank you both the Revdex.com and Nicole with Neat.  
Regards,
[redacted]

To address the customer concerns:On 06/08/2016, a refund was provided to the customer in the amount of $19.16 as requested in the original complaint to the Revdex.com. Also, on the same day, the customer password was rest to allow her to log into the NeatCloud/My Account portal. Each of the emails provided to the customer requests that the customer reply to the email if additional assistance is required, the last response we received from the customer was on 06/08/16, and we have not received a response since indicating additional support was requested. On 06/09/16 @ 9:40 AM, Case# [redacted] was created to assist the customer with the issues which were reported to the Revdex.com. Within the case, the customer was provide with an activation pin to our NeatCare Piority Plus plan which allows the customer to call into us on the NeatCare support line at no additional charge. It is suggested that the customer activate the pin, if that has not been done already, and she may contact a live customer care support agent to assist with her issue.  The NeatCare support line number is the following: ###-###-####.When calling into the NeatCare Priority Plus line, the customer will need to use the telephone number which we have on file: ###-###-####, or the number used to register the NeatCare Priority Plus support plan. The customer telephone number has been tested within our system, and no issue should be expected calling into us directly. If there is an issue, the customer should respond to case# [redacted] and a customer care agent will assist. ###-###-#######-###-####

Our apologies to the customer for the difficulties experienced attempting to use the Neat software. A subscription fee is not required for the customer to continue using the Neat legacy desktop software. We have resolved a known issue in the Neat Legacy software that required customers to login...

in order to access their data.  The customer can learn more by reviewing information in the following link as we have provided recommended steps for the customer to take in order to resolve the login prompt: http://[redacted]/If the customer requires additional assistance they may contact Neat customer care via the provided link: http://[redacted]/

At this time a courtesy adjustment has been applied to your account. You have 60 days to call in for one on one support from the telephone number provided of: ###-###-#### . Please let us know if a you desire to call in from alternative phone number.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Our apologies to the customer for the difficulties experienced attempting to use the Neat software. A subscription fee is not required for the customer to continue using the Neat legacy desktop software. We have resolved a known issue in the Neat Legacy software that required customers to login in...

order to access their data.  The customer can learn more by reviewing information in the following link as we have provided recommended steps for the customer to take in order to resolve the login prompt: http://[redacted]/If the customer requires additional assistance they may contact Neat customer care via the provided link: http://[redacted]/

Please provide the missing details of your purchase: 
Full Name:  [redacted]Shipping Address (Non PO box)Phone number  [redacted]Software Version (Help>About on PC Neatworks>About on [redacted])Model number (M/N):  [redacted]Serial number (S/N) of the scannerDate and location of purchase

Our apologies to the customer for any difficulties encountered attempting to obtain assistance for their Neat related technical issue. We have begun the process of reviewing the customer/technician interaction to investigate any instance where the Neat agent could have better serviced the customer -...

we will provide coaching for the agent if necessary based upon our findings. Regarding your support experience, we partnered over three (3) years ago with an overseas team to assist customers with technical support, billing, and sales related issues. Please note, our development team is stateside here in Philadelphia, Pennsylvania. In contrast to the overseas team, the Philadelphia development team does not work directly supporting customers. We will be having a member of our Philadelphia team contact you via the case you were previously working with us on, and the team member will be able to assist with the technical needs described in the complaint. The case number for the technical interaction is: #[redacted]. As a side note, early this week Neat will be releasing an update to our software which is expected to resolve the issues the customer reported regarding our cloud-powered software, our support agent can assist with any questions the customer has, as well as provide a complimentary extension on the Neat premium software for time the customer had difficulties with the product.

Phone support is not available with the Essential plan.  You may create a case by logging into your account, or creating a case from the following webpage:  http://www.neat.com/support/contact-support/.  Please provide the details of your desired support and an agent will follow up as...

soon as possible.

Hello [redacted],I'm sorry to hear that you have been having issues with the Neat subscription service. I have setup a refund for your last two payments totaling $12.84 and canceled your account. Please allow 3-5 business days for the refund to show up in your account. If you ever wish to sign back up...

with Neat you can do that here: http://shop.neat.com/products/software-plans/Neat Support

[To assist us in...

bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted]
I am rejecting this response because:I do not know which specific details they are looking for....please let me know.Regards,
Melissa M[redacted]

Attached you will find a copy of the information you requested. However, the only active subscriptions that you had were under [redacted] and [redacted].  There was no subscription under [redacted]. At this time we are prepared to offer you the previous 3 months refund in the amount of $50.82.  However, we will not be able to provide a refund for anything more than that.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because they did nothing to help or give options. Now I'm stuck with a scanner that does not work and had something I used often and now can't. Really ridiculous they could not give an option to fix or get new one for a substantial discount since there's broke on me. 
Regards,
[redacted]

Our apologies to the customer for any inconveniences experienced. Unfortunately, products that were not purchased directly from Neat are not viable for return or refund: http://www.neat.com/policies/return-policy/ As we are unable to provide a refund, we are willing to have a Neat technical support...

agent reach out to the customer to provide assistance for any technical needs, or questions, which the customer might have regarding the product and usage.