The Neat Company, Inc

Horrible customer service. Horrible software. Software has had major issues twice in the last year were I could not access my data for over a month each time. Customer support schedules and appointment and does not follow through with it.

We are sorry to hear that you are having difficulties with your Neat Scanner.In reviewing the entire case history of [redacted] it appears that our agent attempted to assist you not only with the scanner issue that you were having by offering you a replacement at no cost, considering your purchased...

scanner was on 11/22/2016,  Unfortunately, this is outside of the refund period.  However, your scanner is still under warranty and Neat will be more than happy to process a replacement scanner for you at no additional cost.In the chat session it is also noted that the agent attempted to perform a remote session to resolve the sync issues that you also mentioned in your case.  [redacted] would not allow the agent to further assist in resolving the issue.You have requested a refund, however as previously indicated your scanner is outside of the refund period.  If you would like to receive a replacement scanner, we can schedule an agent to reach out to you obtain the necessary information for shipping

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.

Live phone/chat support is not provided for the account noted under the shared email address of [redacted]@[redacted].com.  However, you may download our software without cost.  Sign in to your account is required before you can complete the download.  Please see the following...

website: http://www.neat.com/support/download-neat-software/*Security question details are listed below in the event you need assistance resetting your password:   Question: What was your high school mascot? Answer: [redacted]

I bought my first Neat product (portable scanner) 8 years ago and I couldn't believe how great it worked. Since then I have purchased the Desktop Scanner and subscribed to the cloud service and NeatCare Premium Support, which costs $15 monthly. I never needed support until today and my question was simple, "How do I find my software version?" Well, its not possible to speak to a person and ask a question. The only options include email or Live Chat. I opted for the Live Chat and assumed it would be a quick and painless experience. WRONG! I have been waiting for my chat person to arrive for 45 MINUTES now! In fact, I am writing this review while waiting in their queue. Really??? This is the WORST customer service/support that I have ever encountered. Neat might have great hardware, but their customer service S[redacted]!
By the way... your agent finally joined the chat and he was completely useless. He clearly didn't bother to read my simple question, and after further explaining he still had no clue. Get it together!

A prorated refund was originally applied as the request was received one month into the twelve month cycle.  At this time an additional refund has been applied in the amount of $9.99.  Please see the credit invoice attached for confirmation.  Please inform the Revdex.com if there it matter may be considered fully resolved.

We do apologize for any inconvenience involving the request of cancellation.  At this time we are able to confirm cancellation of your Neat cloud subscription on 1/14/15.  Please allow an average of 5 business days for refund processing of January's charge of billing. ...

Our sincerest apologies to the customer for the difficulties which were experienced with Neat customer care while attempting to have their sync issue resolved. As an organization, we have 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. The customer care agent contacting the customer will be from our Philadelphia, Pennsylvania headquarters.If they customer is amenable to this resolution - we request the customer provide a date, time, telephone number for when they will be available for additional support and the dedicated agent will contact directly. We are also happy to address any additional concerns which the customer might have.

[redacted],
As stated previously, the maximum refund we can offer is 3 months. At this point we have no other recourse to resolve this matter through the Revdex.com and consider it closed.
Neat Support

Complaint: [redacted]
I am rejecting this response because:Thank you for your response. It is a shame it took a Revdex.com complaint to finally get one. Your response did not acknowledge receipt and non-response of my written letter, which was attached to this complaint. Your response also did not address the outstanding issues I mentioned in my letter. Please advise.Respectfully, I have received so many promises by varying representatives that issues were addressed, only to have them or a similar problem arise. I find it hard to believe dedicating more of my valuable time to troubleshooting will result in anything more than lost time, reduced productivity, and greater frustration with the Neat brand.Your statement that there have been 3 issues is incorrect.I have case numbers and initial email dates:[redacted] 04/06/2015[redacted] 04/08/2015[redacted] 07/11/2015[redacted] 08/14/2015Further, I had five other telephone cases with customer service, where confirmation emails were not sent to me. I was never authenticated with an email address, only a name, during those calls.04/10/2015 11:03am Central 06/19/2015 1:16pm Central08/31/2015 10:15pm Central09/02/2015 11:09am CentralFinally, on 09/08/2015 at 3:45pm Central, I called, identified myself and explained my outstanding issues. I explained that I was frustrated I have had to spend so much time with so many different and similar difficulties with a piece of equipment that purported to make my life easier and more streamlined. I explained that Neat Desk came highly recommended by especially 2 of my associates, and I knew a few others who had Neat devices of some flavor. I said I was literally championing this scanner to work. I said I wanted all these problems to be fixed, now (said with respect and not shouting), and I said it was becoming really clear that was just not going to happen. The rep said they understood my concern and apologized for the inconvenience. And the call was disconnected. I called back and the office was closed.  It was at that time that I mailed my letter, which you did not respond to.So as you can see, and as any third party can agree, I had multiple issues that took multiple attempts to resolve, and none of them was fully resolved with each contact or attempted contact. I restate my reasonable request for a full refund. I will await your response.Thank you very much. Have a nice week.Yours very truly,[redacted]

We do apologize as an error has prevented a refund to your credit card of billing for the last charge applied. We are able to provide a refund in the form of a check to the address on file of:
[redacted], Moorpark CA 93021. You may also update the credit card on file by logging in to your account of billing ([redacted]). Please let u know of the preferred method.

At this time a refund has been applied to your credit card of billing in the amount of 44.97.  Please allow an average of 3 days for the credit to appear on your financial statement.

Hello,
Your Neat cloud account has been canceled and you will not receive any further charges.
To authorize a refund we need one of two options completed:
Log in at www.neat.com/myaccount and update your account with your new...

debit card information and we can process a refund directly to your card (even though the new card info was updated on the back-end we do not have direct access to that info), or verify your shipping address and once a refund is processed we can mail you a check. 
Once we have that information, I can submit a request to our financial department to determine the amount of refund we can process.
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:
 As of this date we still have not received the replacement.  We have returned the defective unit and the incorrect unit that was shipped in error.   We will not accept or close this complaint until a new unit has been received and is in working order.  Seems fair, right?  
Regards,
[redacted]

We're in need of the account number noted, the date report, all bureau's reported.  Please submit a copy of the report noting collection efforts.

[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 with the exception of them providing my security question and answer to the Revdex.com and exposing my personal information that is supposed to provide security for using the software.  Please make sure my private security information is not posted on the Revdex.com website if this issue and response are to be posted on the Revdex.com website.
Regards,
[redacted]

[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

[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]

[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 completely disagree with your claim that "The cloud subscription was included in the web order (SO [redacted]) submitted on 8/5/14"
Never, ever, have I ever signed up or logged in the Cloud Subscription Services offered by Neat.
All I have ordered was the desktop version hardware along with the software to use the Neat scanner on my own computer ONLY > Never signed up fora any cloud subscription! I did NOT and I do NOT believe nor agree with any Cloud Services!
The fact that your company offers "complimentary" cloud subscription services does NOT entitle Neat to simply enroll buyers of your Neat products to simply be forced against their will into such unwanted subscriptions!
I was also demand the refund of the entire disputed amount of $104.93 - Nothing Less!!
If you do not stop this nonsense, I will go ahead and forward this complaint to the District's Attorney's Office and the demands wil change!
Your choice!
Regards,
[redacted]

Hello [redacted],I did not include case [redacted] because you requested how to register your scanner, which isn't necessarily a technical issue and the scanner is automatically registered when you install the software.As mentioned, for case [redacted] from 4/6/2015 we sent you steps to help you resolve that issue to which we did not receive a reply. For case [redacted] (7/14/2015), you responded that the steps we sent you resolved your issue. And for case [redacted] after troubleshooting through email, we tried calling you but were unable to reach you. We sent a follow up email asking when to contact you but that was not responded to.As far as the call you mentioned on 9/8/15 and the letter that you sent, the final calls and emails for case [redacted] were sent after that as we were trying to reach out to you to help you resolve the issues you were having. Below are the final notes and emails from the calls/emails for case [redacted]. After the email we sent on 9/25/2015 we did not receive any further response.9/25/2015 Hi [redacted],I am really sorry if I wasn't able to respond on your email today. It's been busy and we are having high volume of calls. Are you still available before 6PM EST? Should you have any questions please send me a reply on this email.Thank you,ZeekThe Neat Company____________________________________________________9/24/2015 Zeek,It’...⇄ been absolute madness here with the Pope being in America. We’re handling a very small portion of one of the events, so I apologize for not being able to answer your call right away. I am here tomorrow, and there should be a lighter load. I look forward to hearing from you. Is there any way I can call you directly? Thank you![redacted]____________________________________________________9/23/2015 5:21 pm[redacted]Notes:called cx back. Stl unable to contact cx. left VMS___________________________________________________9/23/2015 12:23 pm[redacted]Notes:Tried to call the customer back. No answer. Left VMS. EOCWe are not denying that you have had some issues with your Neat product, but we have attempted to help you resolve these issues. Unfortunately as we mentioned, we cannot offer a refund, but we are willing to help you to troubleshoot any issues you may be currently having. Neat Support