The Neat Company, Inc

Please accept our apologies as we are unable to locate a previous request of cancellation.  At this time cancellation has been applied to your subscription as of 8/8/16.  Please allow an average of 3 business days for refund processing totaling 63.08.

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 bought a NEAT scanner, which I paid for at the store.  In order to use the scanner, I used the accompanying software provided.  This software forced me to install a product that I did not want in order to use my scanner.  I uninstalled the product after I had the scanner running.  This "filing system" software forced me through a registration process.  They tell you the software is a free trial.  many software products offer free trials, which expire after X days (30 in this case).  but NEAT does not just expire the software trial, they charged me.  And when I called their customer service number to discuss options, the phone tree states that after 60 days from date of purchase, my account no longer qualifies for phone service.  
Regards,
[redacted]

Cancellation request are available via our self service portal.  We're unable to locate an account of billing associated with the email address provided of: [redacted].  We'll need to know the email address linked to your subscription of service.  Otherwise, we are able to...

complete a reverse search using the last four digits of the credit card, name of card user, and date of last charge.

We do apologize for the extended hold experienced on 3/3.  The initial call was recorded at that time confirming a wait beyond 15 minutes for an account specialist.  Unfortunately we where unavailable  At this time a return request has been applied for the initial purchase made...

online.  Please see the attachment for a prepaid [redacted] shipping label.  Please allow 3-5 business days for refund processing in the amount of 211.90 back to your [redacted] ending in [redacted].  I've left a voice mail at 1:49 (EST) providing my direct contact information as well.  In compliance with Revdex.com policy all written correspondence must be made through the complaint filed.  For this reason we asked that you no longer communicate through any of the cases created.  Please let me know if there is a request to return the second purchase made of [redacted].  There is also the cloud subscription included in [redacted].  Please let me know if further actions are needed.

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]/ [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]

It appears that on 1/5/2017, there was contact with a Neat Chat  Sales Agent, at this time you indicated that your computer had crashed but you still had the database and you were inquiring if you would be able to import the data base.  The agent did inform you that it was not a guarantee...

you would be able to import the database.  This statement was provided due to the circumstances you indicated when you initiated the chat session that your computer had crashed.  Rather than misleading into the purchase of a plan and that the agent was unable to fully answer your question without obtaining additional technical support related information, the agent indicated that you had reach the sales chat, at which point the chat was disconnected by the customer.On 1/5/2017 a new case was created under case number [redacted] and a response was sent to you on 1/6/2017 requesting additional information to provide further support.  At this time there has been no response to the agents request.Live telephone technical support is reserved for customers that are on a Neat Cloud subscription however, we will be happy to further assist you via email once we have received a response to the agents email.

[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 continue to go to activate.neat.com and there is NO OPTION to enter a pin.  There are only two options on the page, new customers or existing customers.  This is how my account got locked in the first place.I have had a local neat database for 4+ years. I recently moved to cloud.  I can no longer access any of my history.  This has nothing to do with my personal computer.I have bought 4 scanners in the past 4 years and expect that they should be supported as stated in the purchasing paperwork.I still have a new scanner, new pin and no way to access my information.
Regards,
[redacted]

A solution was understood to have been provided to [redacted] on 9/25/14.  [redacted] provided a response via written correspondence confirming success to the problem at hand.  We are more than willing to readdress the matter at hand.  Please provide a preferred date/time (between 9-5 Mon-Fri EST) and contact phone number for follow up to be provided by our tech support team.

Our apologies for the inconveniences experienced by the customer as Neat did experience a server latency issue which adversely affected some users attempting to use the Neat cloud service. As a measure of goodwill, we have provided the customer with 3 months of Neat cloud for free for the time they...

have not been able to use the service as reported. We are also willing to have a techncial support representative contact the customer directly if they have any questions regarding the product and Neat cloud service.

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

The Neat Company alerted customers the Neat Legacy Desktop software would be retired as of 04/30/2016 and provided additional information to assist customers through this transition regarding steps and support...

options:  http://www.neat.com/helpcenter/legacy-software-support-options/For customers wishing to migrate from the retired Neat Legacy desktop software to the latest Neat cloud-powered software, we have provided a dedicated resource center available to all customers with steps to walk them through the process: Migration Resource Center: http://www.neat.com/helpcenter/migration-resource-center/Regarding the technical issue, on 08/17/2016, case [redacted] a Neat support agent replied to the customer request by providing steps to resolve their issue (changing an email address associated with Neat account):http://www.neat.com/helpcenter/changing-email-address-sync-windows/The closing line of the email requests the customer email back if there are any questions or concerns, to which Neat did not receive a reply. On, 09/22/2016 @ 04:51 PM, the customer reached out via live chat and worked with an agent to address the questions stated in the complaint. The agent provided appropriate steps to address customer concerns as far as migratiing their old database to the latest version of Neat. Neat provides steps for customers wishing to change their email associated with an account, as well as steps necessary to move information from one Neat version to another as provided in the links above.Neat will not be providing a refund as requested - the customer will need to seek assistance from the third-party vendor they purchased the scanner from as the unit was not purchased from The Neat Company directly. More information on eligible returns may be found in the following link: http://www.neat.com/policies/return-policy/If the customer requires additional support, they may reply back to the case previously created for their issue, #[redacted].

The Neat Company does not offer a 30 day free trial that converts to a monthly subscription after 30 days.  The only trial offered is for an annual plan.  
Your trial subscription began on 7/27/2016 and a cancellation request was not submitted until 10/13/2016 when case [redacted] was...

created requesting a cancellation. Since the request was not submitted within the trial period the subscription billed on 8/27/2016.  A billing agent responded on the same day requesting additional information because the agent was unable to locate the order.  On 10/14/2016 there was a response received from the customer with the information requested to locate the subscription which was the last 4 digits of the CC to locate the transaction.  On 10/17/2016 the agent sent a request for follow up via a phone and a response to this email was never received.On 10/13/2016 there was a cancellation performed via our website and email sent confirming the cancellation stating that the Neat Cloud would be accessible until the end of the billing period which is in accordance with the Terms and Conditions agreed to at signup.
 
Considering the request for cancellation was made after the 30 day return period a refund is not provided.  Attached you will find a link to the terms and conditions.
http://www.neat.com/[redacted]/

Our apologies for any misunderstanding.  We would like to follow up on actions made from the call that took place on 3/10.  Please share the name of the supervisor spoken to at that time, or a case number given during this call.  Your request of return for the original scanner has been approved.  Please provide us with an updated expiration date to your [redacted] ending in [redacted] as your account reflects an expired date of 1/15.  A refund will take place within 5 business days of receipt of the scanner if an updated has been made for the credit card used. In the event an updated expiration date has not been received a check will be sent to the address of: [redacted] Louisville CO [redacted].  Allow 14-21 days for refund processing if applied in the form of a check.  Please note a refund will not be made until we have received the original scanner.  See the attachment for pre-paid [redacted] shipping label.

We do apologize for any inconvenience in efforts of reaching us for technical assistance.   We recommending logging into your account when attempting to send email correspondence.  Please see the following links for additional support options:
href="http://www.neat.com/products/priority-support/">[redacted]

Our apologies to the customer for the difficulties which they encountered attempting to obtain support and solution to their Neat issue. On 07/14/16, a Neat technical support supervisor attempted to reach out and contact the customer to assist with a resolution on the following number but was...

unsuccessful: [redacted]. A followup email was sent to the customer requesting a reply indicating a date and time the customer will be available to obtain assistance. The follow up email was sent on 07/14/2016 @ 01:51 PM EST, if the customer would like to search their email account and reply with a time for Neat to provide additional assistance and discuss the possibility of additional compensation as requested. The customer may reply back here with any additional questions or concerns, and we will be happy to assist.

We are sorry to hear of your experience.  We have had a chance to review your case history and it appears that you contacted Neat Technical Support on March 20, 2017 via phone.  After reviewing the call the agent informed you that the version of the software that came on the CD was no...

longer supported.  The agent advised you that we have our latest version of the software which is cloud powered to which you declined the cloud services.  The agent also informed you via phone and email that you would be able to continue to use the legacy software at no additional cost but that it live technical support was no longer provided.  At this time you chose to continue using the legacy software.  During the phone call the agent sent an email with instructions for downloading the software which also included additional information on the [redacted]Unfortunately, we will be unable to honor your request for a refund or return of a product that was purchased in  2014.

The Neat Company has no business dealings with the company you have mentioned, Convergent.We are also unable to locate any record of an account with the information you have provided.  This is a matter you would need to address with the company that contacted you, as I previously indicated, we...

have no association with that organization.If they are in fact a legitimate company, they will be bound to any collections rules / regulations in which they would have to provide you proof of the debt.

Our sincerest apologies to the user for the continued frustration.  We are willing to offer additional assistance in an effort to clear up any occurrence of confusion which might be preventing the customer from contacting Neat to obtain support for the technical issue reported to the Revdex.com. As the customer currently has an expired  free trial support plan (which accommodates users wishing to speak with a live agent over the phone) there is an alternate option for obtaining Technical Support assistance by creating a case with us through Neat  Help Center portal: http://www.neat.com/support/contact-support/.  Once the case is created, the customer may reply back to the opened Revdex.com complaint with the case number and we will ensure the customer receives the assistance requested.  If the customer prefers to remain on the legacy version of the Neat software, he will be able to do so, although, Neat will no longer be developing feature enhancements, updates, or bug fixes for the Neat legacy software. As requested by the customer, too access the most current version of the Neat legacy desktop, the customer may download from the following link: http://cdn.neatco.com/[redacted] - if the customer requires any guidance with installing, he may reply back to this Revdex.com complaint, or open a support ticket as previously mentioned.

A correction has been applied removing all billable services.  Please allow an average of three business days for refund processing in the amount of 134.27 to be applied to the [redacted] ending in [redacted].