The Neat Company, Inc

Customer subscription was cancelled and refund provided as requested.

[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:
On August +29,2016,we returned the scanner back to neat because they didn't return our calls. It was sent USPS by certified mail,[redacted].It was signed for on September 1,2016.We did not receive a call from them on 09/02/2016The proof of purchase was in the box.They never contacted us, we have tried to call the 35 times, at several different numbers[redacted].Maybe BB should try these numbers and see if anyone answers them.This company only contact us because I sent this to you.We are a small business and can not continue to email or call someone that doesn't return calls. Now we send another email on November 22,2016,see below the email we received back from Neat.
From: Support [mailto:[email protected][redacted].com]
Sent: Tuesday, November 22, 2016 1:34 PM
To: [redacted]@[redacted].com>
Subject: Re: Case # [redacted]
 
__________________________________









Type your
response ABOVE THIS LINE to reply
Re: Case #
[redacted]
The Neat Company  |  Nov 22, 2016 01:33PM EST
Thank you for submitting your request. We have received your request and
are working on responding to you as soon as possible. If you have any
additional information to add to this case, please reply to this email.
You can always find helpful answers to product and account related
questions at www.neat.com/support.
If you would like to find your support options, view your current
subscription, as well as return or cancel an order please go to www.neat.com/myaccount.

Thanks in advance for your patience and support.
This message was sent to [redacted]@[redacted].com
in reference to Case #[redacted]. Ok today is December 8,2016, and we still don't have an answer.At this point refund my money or send out a new scanner.My next question they answer you within hours but they receive another email from us on November 22,2016 and they haven't answered.Look forward to there answer.[redacted]North Venice Fl [redacted]

Neat considers this complaint resolved as we have provided the customer several options for assistance at no charge and the customer has rejected our offer.

The subscription was cancelled as requested.  However, a refund request wasn't applied for the charge applied.  We do apologize for the inconvenience.  Please allow 5-10 business days for refund processing in the amount of $128.27 to your [redacted] ending in [redacted].

We recently provided an update to our cloud infrastructure to help improve your experience when using your Neat products. After some diligent testing we determined that there is a small bug present that will limit your ability to sync new items to our cloud.  Fear not!  We have identified...

the issue and are on our way to releasing a new update to resolve this issue.  When the update is made public your software will automatically start syncing again and you will no longer receive any downtime. Our hope is to release the update within the next business day and we will be back in contact soon to let you know it has been resolved.  Thanks for continuing to be a loyal Neat user!-The Neat Company

[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]

We do provide visibility of customer support on our site.  Please see the following link for support contact options:  [redacted]/.  The following link will provide our main phone number:  [redacted]/.  As a Priority Support Plan customer our automated phone system will identify your plan when calling from ###-###-####.  You may reply back to this email with any other phone number you may call us from, or update you account through the following self service web portal: [redacted]. An ongoing review has been in place for providing this privileged phone number on our site where non-premium support customers are able to view.

[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]

I will continue working with them as they have send me information on what to do next, so I will see if this gets resolved
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: If I go to try and log on to the account it tells me that the account has been locked out and that I need to get a hold customer support which I did . There is no number I can give them, because no one edver got back to me to give me one. I would ask that the business contact me by phone and maybe they can explain to me why they can't find an account, yet they sent an email giving me instructions to verify the account at that address.
Regards,
[redacted]

Honestly, when I first got my Neat scanner I was thrilled. It seemed to work great. Problems began surfacing and before I knew it it stopped scanning on one side. I asked about having it repaired and was told it couldn't be repaired, but I was offered a refurbished scanner to replace it at a discounted price. I eventually purchased it, hoping I wouldn't have the same experience again. Then, the scanner stopped working with Adobe Acrobat. Now, I just learned that the software required to use the scanner is no longer supported, and Neat is forcing it's customers to subscribe to a web-based version. This is ridiculous. I paid a premium for this scanner, twice, and recommended it to friends, and now this pitiful organization is trying to dupe its customers into paying even more. I'm done with Neat and it's products, and they won't get another dime out of me. I regret I ever got involved with this organization and I'm only posting this review to help others avoid this mess.

A preferred date and time is preferred for a direct call back from our tech support team.

[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. In their response they said they could not capture the payments they had already taken from my credit card. When I registered this boat anchor of a scanner I was required to submit a credit card but was told I would not be charged, yet we know that is not true. If they cannot capture the information I can provide the exact dates and transaction numbers and the amounts they took from me. Late fee, what is that all about? Here they take the money from me monthly on or about the tenth of every month and they claim I owe them a late fee. In the first place I was not even aware I was being charged that is until I receive my credit card. Then I make numerous attempts to contact this company using their online form which they provide on their website for that very purpose and because I never receive any response I have to involve the Revdex.com. I wonder how many other individuals & companies are being charged without their knowledge by this company. I recommend that everybody save their receipts because companies like this typically end up in court sooner or later in a class action suit for ripping off people and I will be waiting in the wing to join in with everyone else. I appreciate this company's willingness to partially work with me by canceling this account and refunding me the charge for this current month but for me to accept their offer I would ask for the amount closer to what was in my original request. They say they cannot capture that information, well then call it a file cabinet or a luncheon or a donation instead of inability to capture, which to me is a bogus reason to not give me the refund. I am trying to be reasonable here so please reconsider my request.Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Per our live call a remote session has been successfully initiated for assistance.  Please confirm tech support has resolved your concern.

Our apologies to the customer, but Neat will not be refunding shipping as requested in the rejection to our previous reply. As stated on our website (http://www.neat.com/policies/return-policy/), "Credits will not reflectshipping charges, only the price paid for the products ordered." *Please see attached screenshot and refer to the provided link

[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.  The program finally works without asking me to purchase a subscription.  It also works the way I thought it would when I first purchased it.  Thank you for getting this resolved.  
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:
The email that Neat just sent does not have a link to the download or an attachment.The 2/8 email does have a link but that's a link to download the older version of Neat software.  I don't believe I can use that older version of the software because I have already worked in the newer version for quite some time.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 quick response
Regards,
[redacted]

The total purchase price comes to a total of 394.75.  Two payments have been applied to your account.  One in the amount of 14.95 (4/3/12) for S&H and the second in the amount of 94.95 (4/9/12) for the first of four installment payments.  As of todays date your order of [redacted] has a remaining balance in the amount of 284.85.  No other payments have been applied to your account of billing.  Please submit a copy of your credit card statement confirming the date and amounts paid.  From there we can properly trace the additional payments made.

[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.  I did finally receive a check from them on 2/20/2015.
Regards,
[redacted]