The Neat Company, Inc

[redacted],I apologize for the difficulty you have had with your Neat software.  Since the purchase was made in 2014, your product is outside of our standard one (1) year limited warranty and therefore, live agent support is no longer available without purchasing a support plan.  Our newest...

versions of the software are cloud-enabled and a Neat cloud account is required in order to use the Neat system.  However, our legacy software, while offering a cloud option, is not required to subscribe to a cloud a plan and you can continue to use the software as long as you would like to.  Please note that Neat has never officially supported storing your database/cabinet in an external/network drive and always recommends a copy local to your PC (see http://www.neat.com/helpcenter/supported-database-locations/ for details)As a side note, if you no longer want to use Neat but would like to have all of your documents downloaded as PDFs, you can do this manually by downloading each document to a folder of your choice.   Or, you can install the newest Neat software version (cloud account required), syncronize your data, cancel your cloud account, and all of your documents will be downloaded to a folder on your PC in PDF format.  Please note that the only thing you will lose with only having PDFs vs. the documents in Neat, is all of your metadata (e.g. parsed data about each document) will be lost. You can download the Neat Cloud Powered Software (For Essential, Premium, or Business Plan Users) here:  http://www.neat.com/helpcenter/download-neat-software/For your difficulties, I am willing to offer a one (1) year free subscription to our Premium plan at no charge.  In addition, I can have a technician available to assist you with this setup/transition.Kindest Regards,Jeff G[redacted]VP, Customer OperationsThe Neat Company

The customer is correct there was a back-end issue with the account which was associated with a Neat Free Trial which did not reflect the true NeatCare Priority support for which the customer paid and Neat collected funds on. Our development team has forced the customers account to reflect the NeatCare Priority Support status which the customer should not see in the "My Account' portal.  The Neat Free Trial account expired on 04/07/16, but the new status was not reflected in the "My Account" portal and this was the cause of the ongoing issue. We request the customer verify the appropriate plan is reflected in the Neat "My Account" portal. If the customer is not seeing the NeatCare Priority status then we are requesting a screenshot to verify what the customer is seeing.

Our apologies to the customer for any difficulties encountered attempting to have the Neat related issue resolved. A Neat technical support agent has reached out to the customer to provided assistance, and the customer may reply to the support incident at any time for additional assistance if...

needed.

[redacted],If you purchased directly from Neat, refunds are only applicable within 30 days of purchase. I was not able to find a record of purchase in our system.  If you purchased from a retailer or 3rd party you would need to contact the company you purchased from for a return.We have sent two requests for more information on your issue through the Revdex.com but have not received any further information from on you to help your resolve your issue.You can see steps to resolve issues with Neat crashing here: https://www.neat.com/helpcenter/nhsw/If you need further assistance, you can see how to collect your error log here: http://www.neat.com/helpcenter/obtaining-error-log-neat/Once we have that information we can better assist in troubleshooting your issue.Neat Support

Hello [redacted],We researched your case history to see what issues you have been having.On 4/6/2015 a ticket was opened due to an issue updating the software. The support representative sent the direct link to download the update. You replied that you were still having an issue so the rep sent...

additional instructions on doing a full uninstall/reinstall of the program. No futher updates were received on this case, so it was marked closed. On 7/14/2015 a ticket was opened because of an issue creating a backup. A support rep sent you steps which you reported resolved that issue. On 8/14/2015 a ticket was opened requesting additional time to try out the Neat cloud service. We provided an extra month of free Neat cloud service, but that caused some syncing issues with your database. After basic troubleshooting we offered to call you directly to troubleshoot the issue. After several attempts to reach you, we sent a final email requesting a time to call you back again, but that was never responded to so the ticket was closed. We have responded to all of your requests for support and are willing to help you resolve any current issues you are having. Unfortunately we cannot offer a refund at this time.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 should not have to spend more money for a mistake on a companies advertised product to get what I origionally thought I was getting. This is an error on beats end and as a respectable company they should correct the error with customers effected. I can forward emails and pictures of the error if needed.
Regards,
[redacted]

I was out of town when these messages were sent.  The company claims that they offered complimentary service for a year, but that is untrue.  They delayed to provide help, and when they did (when I was finally on vacation), they did not provide a solution to my lost files and did not answer any questions about legacy issues.  Regardless, I have spent hundreds of both hours and dollars only to have many, many of my files lost and reduced capability to utilize the files I have- a bait and switch on the part of the company.I need the case to be reopened in order to provide this update.  Apparently it was just closed today.[redacted]

We are sorry to hear that you are having difficulties with the Neat Software.I see that you created your case on Saturday April 22, 2017 case number [redacted], at which time our technical support offices were closed.  An agent responded to you promptly on 4/24/2017 at 7:38 am and you have been...

corresponding with the agent since.  The most recent email was today at 1:29 from our agent providing you additional instructions.Additionally you should have received via email a telephone number to contact in the event that you still need assistance.  If you did not receive this email or cannot locate it you can also log into your account portal by visiting neat.com/myaccount.  Here you will be provided with your dedicated telephone number to contact for technical support.

Neat is confident that we have provided a working product.We have provided you with solutions to the issues that you have reported and it seems as if you are unwilling to attempt these solutions.Therefore, Neat considers this matter as resolved as solutions have been provided.

My wife and I purchased a scanner from this company to include an online cloud styled service for her parents for Christmas in 2014. They are corporate farmers and could use the organizational tool. We gave them the product for Christmas and transferred all the billing and contact information into their name, as my wife and I have zero use for the scanner.
My in laws at some point got new credit cards. When the Neat company went to bill them their card declined. They never followed up with an actual hard copied bill. They never attempted to contact them in any way.
The company turned it over to their collections department. This is where my families experience with this company became ludicrous and criminal. The collections department went back through and found my bank card information from when the scanner was purchased. They proceeded to charge that card without contacting me. Again I have never used their service and merely purchased the item for my in laws.
I am a SFC in the Ohio Army National Guard, I have completed (3) tours of duty in Iraq and Afghanistan, but I am a full time Sheriff's Deputy in Ohio. These actions are criminal. They charged my bank card, which should never have been on file as the services were transferred. The charge would be Misuse of a Credit Card, defined by using a card without the owners permission and knowledge.
If this act was not bad enough. My wife contacted the agency to tell them the error of their ways. They proceeded to tell her they would refund the money, "once her parents paid their bill". At this point they are holding our stolen money hostage until my in laws have time to call and pay their bill.
My in laws eventually paid their bill, and they informed her the money would be refunded. I re contacted them as the money had not been put back in my account 6 hours later. They informed it would be in my account later in the day or possibly Monday morning. MONDAY MORNING. Good thing I wasn't depending on $160.00 until then.
I could not recommend a company that operates in such a fashion to my worse enemy. I am 30 years old and have never reported any company to the BBC. I as anybody else have bought poor products, or had customer service issues. The criminal fashion which this collections agency has behaved and operated has prompted my first experience. Without a major over hall in standard operating procedures I would be afraid to give this company my banking or credit card information. Please protect yourself and choose another company for organizing you personal information.

Complaint [redacted]- I updated the customers profile to reflect On-Boarding for a courtesy period through 3/31/15.  A solution was achieved on 2/6 with assistance made by Nicole on our On-Boarding team.

We do apologize for the inconvenience.  The following response was provided on 7/31/14 to previous Revdex.com complaint [redacted]: 
"[redacted] may contact The Neat Company toll-free at ###-###-####, or may reply with a two hour window of time for specific day and a technician will call to assist."
On 8/6/14 we received a response from the Revdex.com of the matter resolved in a satisfactory manor.  We understand the issue to be of one of the cords.  We can most certainly ship out a replacement cord (please specify power, or USB).  Please provide an address for shipping.

[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]

An essential subscription was purchased on 7/31/16.  Please note 60 days live phone support begins at the following tier of premium.  Please provide a reply with the requested information within case# [redacted] (updated 8/3/16 at 10:51AM EST).

[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; although I have resolved the specific issue to my satisfaction as I now have access to my files -- although none of the data I have entered about them -- I remain dissatisfied with the customer service and support provided by the company.In short, I find a 1.5 hour customer service wait time by both phone and online chat, as well as customer service specialists who are unable or unwilling to escalate concerns unacceptable.  I should not have to file a complaint with the Revdex.com in order to have my specific problem addressed.  As a customer who is paying a premium for Neat's service (both the hardware and subscription) I should have access to people who can resolve my specific concerns promptly and not respond re-actively only when I file a complaint.I will be cancelling my subscription with this company and will not be doing business with them in the future.Thank you for your assistance in resolving this matter.  I amSincerely yours,[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response...

because:
I have been on hold in the Philippines for the last 20 minutes.  They say that they cannot locate my file, nor can I speak with a supervisor as that supervisor is 'busy'.  They refused to give me a PO Box for my County Clerk to send a subpoena. This is outrageous. I need a contact at [redacted] that is located in the United States of America, and is aware of the Fair Debt Collections Practices Act.  I just want this done and over with, but I am very happy to let a Judge in Larimer County, Colorado decide who is right and who has abhorrent business practices.  My next contact will be the applicable Attorneys General and the Consumer Financial Protection Bureau.  I am not going to let you trash my Credit Rating.  I have children that I need their house. 
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], and find that this resolution is satisfactory to me.  Thank you for your assistance, I appreciate it. I have attached a copy of the Proof of Delivery by UPS on 7/18/16.
Regards,
[redacted]

Neat has made a technical support agent available to the customer in order for them to received dedicated assistance in resolving their issue. The Neat technical support agent emailed the customer on 11/10/16 to schedule time for a remote session and phone call. We request the customer respond the the support request email with a date and time they are available and Neat will contact to assist and resolve issue. We are also providing the customer with a free Neat premium monthly trail which will allow the customer to call into our phone system for support.

The retirement of our Legacy software does not discontinue usage of earlier versions of Neat which you have already installed.  However, we have discontinued agent-assisted technical support for retired software versions.  While we will no longer provide live support for older...

versions of Neat, we will continue to host a large number of help, instructional and troubleshooting articles on our website.  You are not required to purchase a cloud subscription in order to keep using your Neat Legacy Software.  If you are being presented with a message asking you to “Sign in to initiate Sync” please sign in with the credentials you used to register your product.  You will not be presented with that message again.   Please see the following steps to covert to our Legacy software: 1. Download / Install Legacy software (if you haven't already) Neat 5.7 or Neat for [redacted] 4.3     http://www.neat.com/support/download-neat-software/ 2. Sync your information from the Neatcloud into your Neat database 3. Once complete you will have access to your information stored on the Neatcloud in your local database. A plan of support isn’t visible under the email address of: [redacted]@[redacted].com.  Currently you have a monthly essential cloud subscription ordered on 8/14/16.  Your subscription is limited to written correspondence only.  We recommend logging into the self-service portal found at neat.com/myaccount to apply cancellation to your cloud service once it is no longer needed.

[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:
NEAT HAS NOT RESOLVE THIS COMPLAIT
[redacted]