The Neat Company, Inc

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} 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 30 day trial you will be billed at the annual rate of $119.99.  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 $119.99.A copy of the terms and conditions can be found here http://www.neat.com/[redacted]/.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 30 days of billing.

[redacted]
I understand that my team has been assisting you with your issue.  I apologize that this got to a level whereby you had to contact the Revdex.com.  I am hopeful that we have resolved your issue and if not, feel free to reach out to me directly in the...

future.
Kindest Regards,
Jeff G[redacted]
VP, Customer Operations
[redacted]@neat.com

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

[redacted],I apologize for the [redacted]-related issues you have experienced to date with Neat software.  I am reaching out per your request for a response from our corporate office.  I am out of the office today but happy to call you Monday to discuss further. That said, we unfortunately do...

not have a fix for the issues related to the [redacted] changes.  Yes, we (along with other scanner providers/software developers) began experiencing issues when [redacted] released its previous OS update ([redacted]) in the Fall of 2015.  Working with both [redacted] and an outside development firm, we did resolve most, if not all, of the issues present with [redacted].  When [redacted] released [redacted] (10.12) in the Fall of 2016, we saw new issues that appeared with that OS release.  Our developers have been working to find a solution, and we believe we have one that is currently going through QA and regression testing as it required Neat to completely update our application.  At this time, we believe this new version will be ready for release at the end of this month.  In testing it has eliminated the crashing issues. I understand your frustration and I will work with my team overseas to ensure they have the latest updates on this issue.  In reading the case history, I see that they attempted to communicate with you that there is not a current resolution.  I also see that you requested someone from Neat corporate to contact you.  As a potential workaround, you can import scans (pdf, jpeg, tiff, etc) into our web client at cloud.neat.com.  I will also provide an update via your current case. Regards,Jeff G[redacted]VP Customer Operations

Our apologies to the customer for the difficulties reported in the filed complaint. The 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 ([redacted] ) - we have located the sales order referenced by the customer:  [redacted]
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 [redacted], on 03/21/2012. A payment of 394.75 has not been received.  One payment of 14.95 received on 4/3/12 and one of 94.95 received on 4/9/12.  At this time there is an outstanding balance in the amount of 284.85 for [redacted]. 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 customer. Additionally, 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: [redacted]

Hello,
According to the tracking number it looks like it was just delivered today. Please let us know if you need any further assistance.
https://wwwapps.[redacted].com/WebTracking/track#
Tracking number: [redacted]
Neat Support

Our apologies to the customer for the difficulties described in the complaint here, and we appreciate the customer reaching out for assistance to resolve the issue. We have located the customer record and have identified an issue with their account. Specifically, we have not been able to collect...

payment in the amount of $119.99 for a NeatCloud "Pay in 30 days" subscription plan ([redacted]) placed on 06/13/16 and due to billed on 07/13/2016. When attempting to collect payment, our system indicated an error, "General Decline of the card. No other information provided by the issuing bank. Possible action: Request a different card or other form of payment." Please review the screen-shots provided as they highlight three attempts made in an effort to collect payment, but each instance was unsuccessful due to the "General decline of the card."In an effort to assist the customer, we are open to having an agent reach out directly to the customer to obtain a different credit card to resolve the outstanding balance associated with the account, and also address the scanner technical issue. As a side note, the customer may also manually update their credit card information by visiting neat.com/myaccount.  We do not see any recent scanner orders with Neat for this customer and we will need to confirm the scanner is within warranty in order for a replacement unit to be issued, as Neat does not make scanner repairs at this time. The customer may respond back here at the Revdex.com if they have any additional questions or concerns, and we will be happy to assist.

We do apologize for the inconvenience received in an effort to cancel your cloud subscriptions.    An update to your account including a telephone number of contact would drastically improve your experience in calling for support.  Also, for matters...

involving billing we ask that you log into your account of billing before submitting email correspondence.  There's also the option of completing a live chat when selection "subscribers to a paid cloud plan" found under support options.  At this time there is no other cloud subscription associated with the name shared of: [redacted], nor email: [redacted].  
 In regards to the security of our servers your data remains safe, the Neat Cloud Service resides on a secure, or encrypted website. To provide this security, The Neat Cloud Service uses an encryption technology called Secure Socket Layer (SSL) for data transmission of all of your information, including user IDs, passwords and account information. Neat also encrypts the files that you store on Neat Cloud Service using one of the strongest block ciphers available, the 256-bit Advanced Encryption Standard (AES-256), which is the same encryption standard banks use to secure customer data.  You'll also be able to verify the level of security involved in our website as the web address itself starts with https, showing that any information sent over this page is encrypted, meaning that anyone who potentially tries to view the information you enter will see a lot of randomized garbled text, and will not gain access to your information. The lock image presented with the address also indicates the page is secure.  Clicking on this lock will produce the website’s certificate, proof of current security for the page.  Here is how this information appears after clicking on the lock in [redacted].  
To insure all matters are fully resolved regarding billing please share the full email address used for a secondary account of billing.  At this time cancellation has been applied along with a refund request totaling 11.99.  Please allow an average of 5 business days for refund processing.

Hello [redacted],There is nothing built into to the scanner to reject software updates. The scanner has the functionality of scanning directly to the cloud or directly to your computer as you can see in the steps in this article: http://[redacted]/If you would like assistance in getting the software setup correctly on your computer so that you can use your NeatConnect to scan to your computer, rather than the cloud, we can setup a call with one of our support representatives that can assist you with that.If you would like a call, please reply with a 2 hour time frame we can reach you. Phone support is available M-F 9-6PM ESTNeat Support

The Neat company has provided you with solutions to the matter that you are reporting.  IF these solutions did not work, you product is no longer under warranty as you indicated that your purchase of the Neat Scanner was in 2013.If you would like additional support of the scanner itself please visit www.neat.com/support to create a support ticket for the scanner.Neat considers this matter resolved as we have provided multiple solutions to the customer for the issue that is being reported and the customer has failed to respond to the original support ticket that the offered solutions did not work.

[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]

Hello [redacted],I apologize for the issues you have been having trying to get your issues resolved with Neat. We cannot offer a refund at this time, but we can add 1 year of free Neat cloud service to your account. We would also like to setup an appointment so we can troubleshoot the issues you have...

been having with sync as well as your scanner.  If it's determined that your scanner is defective we can offer a replacement as well.Please reply with a date/time you are available for a callback, and the number you would like to be reached at. Phone support is available Monday to Friday 9:00AM to 6:00PM EST.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:If the system is entirely automated to continue charging, why did I receive charges on the new card some months and not others?  In addition, you asked me to update my credit card information, which I didn't do, repeatedly. It seems to me that going over my head and getting the information from my credit card company, which I am not in contact with, only the bank that issued the card, is very disreputable if not fraudulent as you claim.  The practice of automatic renewal unless cancelled through the website seems to be a practice of bilking customers.  You are not alone in this, but it is a very deceiving practice.I will not remove my contesting of your charges.  I think my bank should keep a record of your malfeasance.
Regards,
[redacted]

Hello [redacted],Your refund has been processed. You will see two credits. One for $211.90 that should have already been applied to your account and one for shipping for $15.66. The shipping refund was processed after so if you don't see it yet, it should apply in the next few days.Neat Support

As an organization, Neat has set expectations with customer care agents that they will  assume ownership of customer issues, as well as providing quality service in a timely manner....

The customer case history has been reviewed, and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.com. The customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressed.
If they customer is amenable to this resolution - we request that customer provide a date, time, telephone number for when they will be available and the dedicated agent will contact directly. We are also happy to address any additional concerns which the customer might have.

We do apologize for any misunderstanding regarding information available during your recent attempts to reach us.  Our sales department doesn't have the capability to review previous orders.  The technical support  rep who sent a replacement scanner did attempt to address the issue of...

lost files.  However, the issue we're encountering is involves your backup being applied to a cloud based source beyond our cloud service.  [redacted] we attempted to reach out for a more extensive search to locate the missing data.  Your case of [redacted] is noted awaiting an email reply from you letting us know of a preferred time/date for further assistance as you where unavailable  on 2/20.

At this time we have confirmed an active subscription under the email address of [redacted]@[redacted].com.  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” 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 messaging again.

We apologize for any confusion.  Neat does not require existing customer to subscribe to their cloud based product.  Previous users are able to continue using what is call our Legacy software version 5.7 or below for windows or version 5.4 or below for MAC.  However, these versions of...

the software are no longer supported and we are unable to provide live agent assistance for these versions. With the information you have provided, I am unable to locate any such interaction where you indicate we disconnected you. Additionally, we are also unable to locate any subscription or account in the past with email address that you have provided.If you would like to create a case at [redacted] and provide us with your personal information that the account was created under we will be happy to assist in locating your account to determine if we are able to provide you with the legacy version software download link.

The customers initial case was created on July 13 case number 505764 under email address [redacted]@[redacted].com with an initial response on July 20,2016.  Only July 22, 2016 a response to technical support was provided indicating that the product needs to be repaired.  Although Neat does...

not repair scanners we do offer a 1 year warranty on the scanner and will replace after a tech support agent has been able to troubleshoot the complaint of the customer.Throughout the time line of this case it does not appear that the customer was able to provide the detailed information requested to perform trouble shooting steps.  On Aug 5 the customer indicated they want a return authorization number and address,  after this communication Neat has requested proof of purchase from the customer on numerous occasions  which was never provided and still has not been provided. On 9/1/2016, The Neat Corporate office received an authorized return scanner.  On September 2, 2016 a phone call was placed to ###-###-#### and a message was left.  On the same date a new case was created [redacted] and an email was generated to email address [redacted]@[redacted].com again requesting proof of purchase and an confirmation of a shipping address for the replacement scanner.No response was received from the customer.  On 9/8/2016 another email requesting the same information was generated to the customer with no response.Customer has not responded to phone calls or emails. While Neat will be more than happy to replace the scanner for the customer.  We still need to receive proof of purchase and confirmation of a shipping address.  Wihtout both of these items we will be unable to proceeed.Attached you will find a copy of all email communication with [redacted]@[redacted].com and [redacted]@[redacted].com Tell us why here...

Neat has discontinued support of the legacy software.  However the product is still fully functional with Neat's Cloud Service.  Customers using our cloud service that are experiencing sync issues will be assisted in syncing to the cloud service and migrating to the latest version of our...

software.  In review of your case history there has been no history of support for a sync issue.  Had this information been reported we would have been more than happy to assist you.The service has been used and 700 items have been continuously stored in the cloud. We will not be able to provide a refund for the amount requested.  However, if you would like to continue using the cloud based solution we can have a tech support agent reach out to you for further assistance and provide you with a year of service at no cost.