The Neat Company, Inc

We're sorry to hear of your recent experience.  Unfortunately we're unable to locate a subscription associated with the email address given of: [redacted].com.    Please provide the email address used for subscription enrollment along with the case# for the case...

created.

Neat has closed one of the two orders placed by the customer for the cloud subscription and will only collect $5.99.  The customer should now have access to the data stored in the Neat software.

Hello,It appears before the Revdex.com reported the complaint to us that you were able to get in touch with customer service and cancel your account and a refund for 3 months was processed. It generally takes 5-10 business days for refunds to show up on your account.Please let us know if you need any...

further assistance with this issue.Neat Support

[redacted], We apologize for the difficulties you have had in getting your Neat platform up and running.  One of our senior technicians will be reaching out to you directly to see if we can resolve these issues for you.  Unfortunately, since this was purchased at a retailer, a return...

would need to be pursued directly with that retailer under their return conditions. Kindest Regards, 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 called [redacted] on December 19, 2014 to file a complaint about the missing package from the Neat Company, LLC.  The [redacted] staff told me that they would report the results of the search to the Neat Company, LLC.    On January 3, 2015, I again called [redacted].  The [redacted] staff told me that the package was not located.  The [redacted] staff  told me the results of the 12/19/14 were reported to the Neat Company, LLC.   The [redacted] staff did not give me a claim number. The [redacted] staff told me to use my tracking number when inquiring about the results.  The Neat Company has that same tracking number in their own records.  I know this, because in emails during December 2014 when I asked the Neat Company about the missing package, they sent an email to me that was very direct and concise and told me to track the package using said tracking number from [redacted].
 I asked [redacted] on 1/3/15 to open a second claim to find the package from the Neat Company, LLC.  The [redacted] staff said that the investigation takes 8 days, and the results are always reported back to the shipper, which is the Neat Company, LLC.  Therefore, I conclude that at this date, [redacted] has reported the information directly to the Neat Company twice - for each open claim.Regards,Melissa M[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]. I would like the replacement scanner sent to me and am happy to return the defective one. Also, the attempted online chat with [redacted] is my business partner, not myself. He rejected the attempt to resolve the issue because he was not having that issue, rather it was myself. You did not reach out to the correct person.The option of only having online chats for a helpdesk is poor customer service. There should be an option to call and talk to someone.
Regards,
[redacted]

Please see the following link regarding our Legacy software: [redacted].  Here's a link to download our Legacy platform to your new computer: http://www.neat.com/support/download-neat-software/.  Please note you will be...

required to enter the user ID and password originally created.

The self service portal was unexpectedly down maintenance for a few days.  We do apologize for the inconvenience caused by this.  Cancellation of your cloud subscription has been applied as requested.  Please allow an average of 3-5 days for refund processing in the amount of 149.88...

credit card of billing.

[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:Please have the business contact me at [redacted]@[redacted].com or ###-###-#### so that we are able to coordinate exchanging this scanner. Every time we call tech support we are put on hold for 30-60 minutes and are unable to get anyone to actually provide information and authorization for an exchange of the scanner. We request that Neat contact us directly so that we can get this taken care of promptly without issue or confusion. Regards,
[redacted]

A refund request has been submitted for all charges applied to your Neat cloud subscription listed under:  [redacted]  vs. [redacted].  The subscription removes the following options: 
Cloud backup with web...

access 
A mobile app the would enable all functions from our software on the go with a [redacted], [redacted], or an [redacted] device (exceptions being export to other software databases) 
An additional user with web, software, and mobile options 
Technical support made available via phone to address any concerns. 
Additional options for sharing cabinet access
Remote usage available for an addition user via email log-in 
We do apologize for the inconvenience.  Please allow up to 7 business days for refund processing of all charges related the subscription in the amount of 104.93 back to your [redacted] card ending in [redacted].

We are very sorry to hear of your previous experience.Neat does not require any user to migrate and pay for the Cloud Service.  Although, the legacy versions of the software are no longer supported.In reviewing your most recent contact with one of our technical support representatives and supervisors, it appears that they worked with you extensively in order to locate the information you requested.  At the time of speaking with the supervisor you indicated that if they were able to resolve the issue that you would continue the subscription.  Further review of the case and phone call on 11/30/2017 indicate that your reported issue was resolved during that call.Unfortunately, we will not be able to provide a refund of charges since July as requested.  However, we have successfully cancelled the Neat Cloud Subscription for you.

We are able to locate an order created on 12/9/12 requesting a desk scanner.  One of the four scheduled payments successfully billed on 1/9/13.  A request for a replacement was sent on 2/15/13.  No charges where applied for the replacement as the scanner was still within the warranty...

period.  An email was sent to: [redacted].com requesting only the scanner to be returned as there where no concerns with the software, or cords.  At time we've only received payment for the shipping and handling cost of 14.95 on 12/10/12 and the initial payment of 132.93 on 1/9/13.  We definitely want to resolve all billing matters and apply the needed corrections.  Please provide a record of additional payments applied towards the purchase of the scanner as there is an outstanding balance of $301.09 (original balance of 399.80 +34.22 tax + 14.95 S&H - total payments of 147.88).

Hello [redacted],Please note, the return label is not in the box. You should have received an email with a copy of the return label that you can print and attach to the box. I have resent the original label as well as a 2nd label for the broken replacement you received. The emails will be from [redacted], and...

not the Neat Company-- please check your junk mail if you don't see it in your inbox. You can print out each, attach them to the boxes and drop them off at a [redacted] location.We have also processed the replacement order for your scanner. We are shipping you out a New Merlot Scanner replacement.The sales order number for this replacement is as follows:[redacted]Please note, you will receive an additional email with your [redacted] tracking number once that is available.Neat Support

The Neat Cloud Service began in 2013 and renews each year according to the terms and conditions agreed to at the time of registration.  Considering there was no request for cancellation prior to the date of billing, there was authorization to process a payment.  However, considering you no longer wish to continue the service, a cancellation has been processed and a refund issued.  Please allow 3-5 business days for this refund to reflect with your financial institution.

A return request was applied on 1/27. Please allow an average of 7-10 business days for refund processing in the form of a check. Mail of the check will be provided using the following addressee:
[redacted]
Please see the link below if you'd like to reapply the [redacted] ending in [redacted] to the account for refund processing:
[redacted]
Please submit correspondence through the Revdex.com if a change needs to be applied.

[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

Customer was in communication and interacted with a Neat supervisor and requested we cancel the Neat cloud subscription associated with the account. Neat has cancelled the account as requested and the customer will no longer be billed. We have provided a refund to the credit card we have on file.

[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: I have been trying to contact Neat ever since the purchase. This instrument is for home use and Your company is by far the worst I have had to deal with to reach outside office hours. When I finally got hold of someone they did not solve anything instead asked me to try and contact them again during office hours when I'm in front of the instrument. i.e. as a Doctor I would need to take a day off to deal with a tech from Neat that may or may not be able to resolve my issue for a $300 investment. Keep the $300 and please don't every try to contact me againRegards,
[redacted]

Customer activated an Essential Cloud PIN on 3/7/2016 under the email address [redacted].com, which does not include live technical support.  The support options available to the customer are via email only.  Customer spoke with an agent on 9/14/2016 via chat at which time confirmation...

of support options were provided.  The customer was provided with the option to purchase a support plan or create a trial of the premium plan.On 9/19/2016, customer signed up for a premium trial under email address [redacted].com, review of incoming calls from customer indicate that the customer was providing information under the account does not include live technical support options.  On 10/14 per customer request, the free trial was cancelled and no attempt at billing occurred on 10/19/2016. – The customer was attempting to contacted an accounting telephone number at ###-###-#### which would have been unable to provide technical support.The level of support provided was in coordination with type of plan subscription and information provided at the time of request for support.Email technical support is still being provided to the customer as of 10/21/2016.  At this time there has been no further communication from the customer regarding her open technical support case [redacted].

Your attempt of order ([redacted]) request has been removed from processing.  Per our phone interaction we are currently in the process of reviewing our onboarding process for an improved enrollment process.  We do apologize for the inconvenience involved in the process.