The Neat Company, Inc

Do not waste your money. The scanner might work when you first get it but after a while you will run into problems. As far as customer service goes-forget it! I have tried on several occasions to contact the customer service department and get no where. The company claims to be in the USA, but you can never reach anyone. DO NOT WASTE YOUR MONEY.TranslateDesired Resolution / OutcomeDesired Resolution: Contact by the businessContact by the businessselectDesired Outcome: Receive a call from customer support and fix my problems at no charge.Translate

[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:The scanner does not work with operating system they have not provided the update which they have been saying they will for well over one year and are still saying on there website!!!! they have provided a multi-step roundabout way to get the scanned items into folder but it works nothing like the system used to and is a time consuming multi-step process. I cannot believe what dishonest lying crooks neat company, can't wait for you to go bankrupt and trust me its in your future. look at all the negative reviews and complaints they all say the same thing you provide a crap product with crap software and NO SUPPORt, YOU ARE CRIMINALS!!
Regards,
[redacted]

**. [redacted] states that the drivers are needed to utilize the Neat scanner, and that there was no assistance on the phone when Technical Support was called.
The Neat software can be downloaded for free from this link on Neat's Support page: http://www.neat.com/support/downloads. **....

[redacted] also indicated that the Neat account will need to be restored to initiate the download. No Neat account has been created with the email address provided, but a new Neat account can be created right from the login page.
If phone support is still required, The Neat Company will be more than happy to assist if a specific time frame is requested for a call back.
The Neat Company

We are sorry to hear of your experience.Unfortunately, we have been experiencing higher than usual call volume.  I do see that you created an email support case in which we attempted to contact you at the telephone number provided, however it appears that you were not available.You can respond...

to the email that the agent sent to you dated 2/2/2018 and schedule a time for further assistance.  We are not attempting to avoid you, or any technical support issue that you are having.

We do apologize for any frustration you may have experienced in an attempt to contact via phone, or email.  At this time cancellation has been applied to your cloud subscription.

We where unable to honor the offer of cloud service at 99.88 made available as a limited offer made available from 1/24-1/26.  We do apologize as you did send verification of the offer as requested.  However, the offer did not apply to prior purchases.  The cancellation request...

received on 2/6 was honored with a refund has been applied to your credit card ending in [redacted] in the amount of $119.88.  At this time we are able to apply an additional 2 months towards a new annual order.  This would allow the next reoccurring payment to take place in 14 months vs. 12.   Please reply back to this email via the Revdex.com with a new SO created online for an adjustment to be applied.

[redacted],
I apologize for the difficulties you encountered in obtaining service from my team.  I believe your issue was resolved with one of my senior technicians, Lee, on February 10, 2016 under case # [redacted].
Lee also provided you with his direct...

contact information should you need to contact us in the future.  
Please let me know if we did not resolve this issue completely.
Regards,
Jeff G[redacted]
VP, Customer Operations

The Neat Company is willing to provide immediate support to resolve the issue which was reported by the customer. Customer will also be able to email the agent who will be addressing the issue at anytime in the future if there is a need for additional technical support, or has questions regarding...

product usage

[redacted] is requesting a refund for payments made for the NeatCloud
service. [redacted] signed up for NeatCloud from www.neat.com on 4/10/13.
NeatCloud is a digital service that allows the backup of all Neat
information, as well as the NeatCare service. There are currently over
400 items...

synced to [redacted]'s NeatCloud account.There had
been four payments that were unable to be captured, for the months of
December 2013 through March 2014. These payments and the past due
balance are being closed out. Also, since September's payment was just
made n 9/10/14, this payment will be refunded and will post back to [redacted]'s account within a few business days. The cancellation date of NeatCloud has been set to one week from today.Best regards,The Neat Company

Cancellation has been applied to your Neat premium subscription.  Please allow an average of 3-5 days for refund processing in the amount of 127.91.

[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:No email has been received to [redacted]@gamesales.us, please send your request or reply to this email address.
Regards,
[redacted] & [redacted]

Our apologies to the customer for the difficulties reported in the filed complaint. We can see the customer has been in contact with our support team regarding the issues he has experienced with his Neat product as a customer care agent has created a case for his support session ([redacted])....

If the customer requires additional assistance, he may reply to the open case and the agent assigned to the issue will be able to provide direct assistance, including a callback if desired. Regarding the feedback involving the issues with the Neat software, we have recently experienced server latency when customers are attempting to sync to Neat Cloud. Our development team has identified the issue and a resolution is currently implemented, but customers still might experience some slowness related to the server indexing process.  We have posted a notice on our  support page alerting customers to this issue, in an effort to maintain transparency and keep our users well informed.  Neat will be alerting customers once the issue is fully resolved and they may resume syncing. Once the latency issue is fully resolved, we will be willing to contact the customer to ensure the product is working as expected and intended. Thank you

Hello [redacted],I have looked into your case and I believe I know what is causing your issue. There may be a missing [redacted] C++ Library that needs to be installed that is causing Neat to crash.You can see steps to fix that here: http://www.neat.com/helpcenter/c-runtime-error/If after trying...

those steps you still see the same issue, you can see additional troubleshooting options here: https://www.neat.com/helpcenter/neat-has-stopped-working/Please let me know if you are still having issues after trying those options.

[redacted],  Just found out that the 2nd claim with [redacted] was approved late last week and we are processing a refund for the customer.   It will take up to 5 business days to show on the customer's account.  
We will update the complaint online as well.  
Thank you, Jeff

[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:This unacceptable and manipulative business practices as a simple online search of the issues I have mentioned will prove. I demand a refund these unnecessary online services meant to further bolster profits. I will accept nothing less than a FULL refund of ALL charges.
Regards,
[redacted]

Expedited assistance is available with the purchase of a NeatCare plan at 49.95 providing direct access to support reps via phone for 60 days.  Support via email/case will continue to be provided free of charge.  A request has been made for your error log.  This request was sent on...

8/9, 8/10, and 8/11.  Your error log is needed to provide additional details involving the issue in order to provide a solution.  At this time I am will process a cancellation of your cloud subscription and complete a refund.  However, I’m hesitant as you’re experience an issue that involving access to your date.  Please provide a copy of your error log from the following steps:   To create a screen shot on a PC: 1. Press Ctrl + PrintScrn (button next to F12 on a Windows keyboard) 2. Open up MS Paint (Under Start-->Accessories) 3. Click on the "Edit" menu, and select "Paste" into a Word document and attach as a reply to this email. Once I have the information requested I will then be able to assist further. Also, please be sure to visit the Neat Help Center ([redacted]) for additional User Guides and Help Documentation to assist ingetting the most out of Neat. Also please check the steps on this link to scan directly to your computer using Neat connect scanner.  [redacted]

confirmation. After 30 days there is a monthly charge of $14.99 + tax for the Neat cloud service.\n\nWe have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.\n\nUnfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.\n\nNeat Support"]" data-sheets-userformat="[null,null,769,[null,0],null,null,null,null,null,null,nu...⇄ [redacted],When you placed your order on-line you were given the option of including a 30 day free trial of our Neat cloud service. After your purchase you also should have received an email confirmation. After 30 days there is a monthly charge of $14.99 + tax for the Neat cloud service.We have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.Unfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.Neat Support

Our apologies for any confusion which might have occurred in attempting to set up and use your Neat scanner, but we are happy to assist. The instructions sent to the customer in case #[redacted] are also available on our website so that customer are clearly informed what the message, "Signature of this...

program is corrupt or invalid", indicates and that there is no threat in installing the software (http://www.neat.com/helpcenter/signature-of-this-program-is-corrupt-or-invalid/...⇄ Neat is currently addressing the issue, but unfortunately, we do not have a firm time-frame as to when it will be resolved.Upon review the case history, we identified the user is having an issue activating the software which we are certainly willing to make arrangements for a direct support session from a technical support agent. If the customer prefers this level of support, they can reply back here, or respond to the case number provided earlier in the complaint with a date and time they are available. We look forward to assisting the customer through this issue.

Hello,In reviewing your account it does appear that you trial Neat Cloud Subscription billed at 1;42 am on 1/18/2017 and your online cancellation was placed on 1/18 at 7:42 a.m.The reason you receive the your account has expired is due to the request for cancellation that came in the same day you...

were billed.We have processed a refund for the full amount directly back to the credit card that was billed.  Please allow 3-5 business days for this refund to reflect with your financial institution.

On March 1,2016, Neat made available to the public a page on our website explaining the details of, and preparing customers for, the retirement of Neat's Legacy Desktop Software:http://www.neat.com/helpcenter/legacy-support/Customers using the unsupported and retired Neat legacy desktop software...

have available to them a community forum to assist with questions they might have regarding that particular version of the Neat sofware and solutions to common issues which they might encounter:https://neat.desk.com/On 10/12/2016 - a Neat customer support agent assisted the customer to which we received a reply appreciating our assistance.  *see attachment