The Neat Company, Inc

Hello [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

[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:Shifting the blame onto a customer for the companies faulty software is not the answer. As I explained to the company more than 5 times now, the hard drive crashed beyond recovery there is absolutely NO WAY to create a local backup. While I am somehow happy that the company is trying to make it right by providing a 6 month refund, it still doesn't make up for the 30 months that I was paying for a service that wasn't working and giving absolutely no error or indication of a problem. I don't believe that it is my responsibility to double check behind the company to make sure that their product is working. They dont pay me one bit for QA testing. I paid for a service that I wasn't receiving. I feel I am entitled to a full refund all the way back to March of 2014.
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I was finally able to reach someone via telephone and I provided my credit card information to the representitive.  I was told it would be taken care of the same day but as of today, it hasn't been.
Neat Company is dragging their feet.
Regards,
[redacted]

The first installment payment of 135.17 was applied 2/6 as the scanner had not yet been received.  A full refund was applied upon receipt of the scanner on 2/11/15 in the amount of 151.32 (16.17 S&H + 135.17 1st installment). Please allow 5-10 business days for receipt of a refund in the...

form of a check (following address on file: [redacted], Selma, TX  [redacted]).

Please see the attachment for confirmation of refund processing in the amount of $509.43.

[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 somewhat acceptable to me.
Regards,
[redacted]

I have been trying to work with Neat for about two years now. The idea of the software is great and the integration of the fijitsu Scanners are fair. However the customer service for the company is not correct.
If you go online and login to your account it is impossible to find the phone number, I had too google it. Once you go through the 12 prompts (I counted) you can then "open a case" after explaining to the automated system my issue, I thought it would be triaged to the right department (although not ideal, it was hopeful to speak to a human). Incorrect again, it gives you a case number and assurance that you will be contacted ASAP. I have opened three cases before searching for more options.
On your account summary online, you are directed to various links to costumer support....then to log in again... then to support options... then to log in again... The cycle continues. Eventually you might find the link for a "live chat" option. Incorrect again, it is a chat bot that is not listening but only using scanning keywords and ambiguous replies, (probably using the same software they are charging me).
I have been online twice, the first time was a 49 minute chat. The first 38 minutes were verifying and delays in response from the chatbot. I had to go into a meeting so I had to end the chat and try again. I am now online again, with three case numbers, and an email directly to support:
It began at 11:36 AM:
Hello, Thank you for contacting Neat Live Chat Support. Please answer the following questions before we can connect you to an agent
It is now 12:19 PM:
Thanks for holding. We will be with you momentarily. (Note that this response has been sent from Neat.com SEVEN times in this session only.)
It is rare that I come to this point of frustration with a document heavy, processing service like Neat.com, but they advertise "live" customer support. That is true if you have the 2-3 hours to wait online.
If anyone has an alternative method to their software, please let me know.
Thank you

[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:
The settlement offer is a joke. 
The program does not work. It never worked properly
Neat has a FULL record of all my contacts and complaints, yet they choose to ignore the facts. 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

You'll need to apply the website address to you URL address bar of your internet browser.  Once logged in select "settings" followed by "profile information".  Save the update once a preferred number to contact us from has been applied. Your premium service allows phone and chat support during the first 60 days of pin activation.  Return request are approved within 30 days of purchase.  Unfortunately, we will not be able to honor a return request due to the length of time past since the date of purchase made on 10/11/15.

[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:
We have checked our bank account and our Neat account. We confirmed that there is no temporary authorizations or charges on our credit card, also we confirmed we do not have a Neatcloud subscription. So in regards to the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The company I work for bought all of the properties we manage Neat Desk scanners about a year and a half ago. I believe we bought 5 small receipt scanners and 2-3 of the large desktop scanners. Now after all of that money spent we suddenly are forced to not only pay for a monthly subscription in order to even use our scanners for anything but we also have to pay in order to get any kind of phone support. If you do their online chat you wait for over half an hour and get no one. The only other option is to submit a ticket online which I'm sure will not ever be looked at or to MAIL them about whatever problems you may be having. Now we went ahead and paid for one the minimum 1 month subscription because we needed one of us in the office to be able to scan things in. We paid and I even got a receipt showing payment however when I go to login it just tells me that I need to subscribe to a plan in order to get access to my account. Well NeatDesk I have already paid the monthly subscription so where is my service?!!! I am so fed up with this. I can't believe that a company that charges so much for their scanners($100-$450) would suddenly decide to treat all of their customers this way. I would like to get some answers soon but I really don't see that happening.

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 records associated with the specific email address provided in the Revdex.com complaint ( [redacted] &  [redacted])  - we can see on 10/27/2015, at 2:19 pm, a customer care agent emailed the customer providing a link to our desktop software and an additional request for an application log from the customer computer Neat is installed on in order to provide a resolution for the reported issue - (Case# 350433) . Directions were provided to the customer on how to provide the log in a response email, so troubleshooting could commence. At this time, we do not have a email reply from the customer providing the application log or any other request for additional assistance. If a log was provided, Neat Customer Care would have been able to provide resolution steps or reach out directly to assist. 
 
Additionally, any customer (with or without a support plan) who is experiencing a technical issue with their Neat product is able to reach out directly for support with their issue by visiting the following link and submitting a written request for assistance:[redacted]
In an effort to provide transparency and to keep customers informed of the change, we have provided information on our website regarding the retirement of our Neat Legacy software and a process for customers wishing to migrate over to our latest cloud-powered software. The information regarding the retirement of our legacy software and options for customer wishing not to use the cloud-powered software is provided on the following link: [redacted]
Neat will not be providing a refund as requested in the dispute, although we are willing to provide assistance in getting the customer scanner and software operation if there is a technical issue related to our products which needs to be addressed.

An email confirmation of cancellation was generated after proper cancellation was applied to your subscription of billing on 4/27/16.  We have resent this email confirmation today 5/13/16.

**. [redacted] states that there were multiple requests to cancel the NeatCloud service, and that charges for this service continued to occur. When **. [redacted] contacted The Neat Company on 4/1/14 via email to have NeatCloud cancelled, Neat intended to cancel NeatCloud and a refund was set up in...

the amount of one of the monthly payments. In error, NeatCloud had not been cancelled at that time, and **. [redacted] was charged again on 4/25/14, as the NeatCloud service had not been properly cancelled. To confirm, NeatCloud has been cancelled on 4/29/14, and will not be billed further. The Neat Company will honor the request of a refund for a total of three payments of $16.43. One refund was initiated on 4/30/14, and the other two refunds were initiated today, 5/5/14. All three payments will post to **. [redacted]'s account within seven business days.Please let us know if there are further questions or concerns.The Neat Company

[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 received a generic email from someone claiming to work with the issues and located in the US.  I responded on Friday afternoon asking for this person to provide their name, direct US phone number and to contact me at 10am on Monday morning (yesterday).
There has been NO response.Regards,
Rebecca K[redacted] [redacted]Rebecca Kanach    9/23/16     To:  [email protected] review the history and address each of those first please. I need your name and  direct phone number. We can schedule a time for Monday morning at 10 AM. From: [email protected]: Fri, 23 Sep 2016 16:52:37 -0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, 2016  |  04:52PM EDT Tim P. replied:Good Afternoon,I will be taking over this case for you. I am more than happy to answer any questions that you have regarding our product. If you don’t mind I would love a list of questions you have so I can answer them all completely for you. I am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat CompanyRE: Rotate an imageRebecca Kanach    9/23/16     To:  [email protected] review the history and address each of those first please. I need your name and  direct phone number. We can schedule a time for Monday morning at 10 AM. From: [email protected]: Fri, 23 Sep 2016 16:52:37 -0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, 2016  |  04:52PM EDT Tim P. replied:Good Afternoon,I will be taking over this case for you. I am more than happy to answer any questions that you have regarding our product. If you don’t mind I would love a list of questions you have so I can answer them all completely for you. I am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat CompanyRE: Rotate an imageRebecca Kanach    9/23/16     To:  [email protected] review the history and address each of those first please. I need your name and  direct phone number. We can schedule a time for Monday morning at 10 AM. From: [email protected]: Fri, 23 Sep 2016 16:52:37 -0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, 2016  |  04:52PM EDT Tim P. replied:Good Afternoon,I will be taking over this case for you. I am more than happy to answer any questions that you have regarding our product. If you don’t mind I would love a list of questions you have so I can answer them all completely for you. I am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe 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, as I no longer plan on using Neat's services. However, I would also like to state, the contradictory to the statement made by Neat, I have been unable to access my stored files, and I am not interested in migrating to their new cloud based service.And once again, I've searched my email, and no attempt was made to notify me that the software was being discontinued.
Regards,
[redacted]

Hello [redacted],We are sorry to hear about the issues you have had with your Neat products. Your request for a refund for the charges in September and October has been approved and the refund has been processed. Please allow 3-5 business days for the refund to show on your account.Neat Support

Customer created a support ticket CASE number [redacted] on 11/28/2016, an agent responded via email on 11/30/2016.  This response is well within the 72 hour time frame notification that indicated on the Neat Support website.  At this time there has been response from the customer....

  In regards to the Neat Care Service plan, the payment method used for payment was declined.  The customer should have received an email indicating that the order was not successful.   Support options available to this customer are via email.  If there is no communication in your inbox I recommend checking the junk or spam folder.  If further assistance is needed a response can be sent in a return email to the original case.

Could not talk to a live person. Always pushed to website. One of the responses should allow conversation with a human being.