The Neat Company, Inc

[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 never sent the activation code until this complaint. I have used the activation code and can now get into the account, but I still have no way of contacting customer service. We were told as a Premium customer we would have an exclusive customer service number to make contact for questions or concerns. The response says to go to the myaccount link to make sure the correct phone number is listed in the account for recognition in the phone service. Neither of the links in the response worked. Once I was logged in to the account, I have gone to account settings and there isn't anywhere in the account settings to add my phone number. I looked through previously scanned receipts and they don't have correct amounts or correct business names, most would have to be corrected, which is an extra time consuming step to the service. I am still interested in a refund and returning the NeatConnect scanner, as the service is not what has been advertised.
Regards,
[redacted]

Our apologies to the customer for the difficulties accessing the Neat software.  Our development team has identified an additional issue with the software which is requiring customer to log into Neat to initiate sync.  Although resolution steps have been posted to our website, we have...

recently identified there is a subset of customers who are still experiencing issues with the login prompt.  The issues is currently being investigated by the Neat development department and we will should have a final fix in place shortly.  Customers who wish not to use the Neat Cloud service with their legacy software will not be forced to purchase a subscription plan in order to use the Neat legacy software. Once the issue has a final fix in place, we will be reaching out to customer who require additional assistance to ensure they are able to access their data without purchasing a Neat Cloud service plan.  As a side note, all items saved locally to the database will be in the same database location as they were previously before the login prompt issue arose - as this issue does not touch the customer database locally or on the Neat Cloud.  If the customer has any additional questions or needs assistance we will certainly make arrangement to provide support.

I sent this letter --- don't know if it will do any good but I feel better. Will go with anyone that wants to file a lawsuit. I will start out as saying that I loved your product until recently --- in the past I told anyone who would listen about your product and many people purchased it based on my recommendation -- now I will tell no one about it because you have made it impossible to get help. I have searched your website, called your company and can't get help for what your recent software problems have caused, you say it is fixed so why doesn't it work. BTW, many of my friends can't use theirs either and will not recommend it again either unless it's fixed.
The problem -- I don't use the cloud. Never have. Never will. But it always ask me to sign into my cloud account. No. Your fix didn't fix this problem, then after a few seconds it says there is a problem and Neat will shut down. It started a few weeks ago until then I didn't have to sign in and didn't have any problems. However, sometimes it will let me import pdfs but not scan in any documents before it shuts down. I went into Neat 2 days ago and it let me scan in a few receipts before I got the message and now it is evidently in a loop and with the wording at the top saying 1 document processing but nothing gets done. I even uninstalled the software and reinstalled it hoping that would clear out the processing but it didn't.
This is frustrating as I use it for so many things and it seems my life is in Neat. Why can't I get help after being a loyal customer since 2012? I didn't expect to have a problem with your company so therefore didn't see the need for further support. So because you decided that all of those who had bought your product many years ago weren't valued by your company anymore and are causing them to have to buy, on a monthly basis, new software to be able to use your system I guess we will have to find another product to service out needs. I understand making money but not serving your customers is not good customer service and will not help you out when the word gets out by those whom you have left in the dust, so to speak.
What do I have to do to solve this problem besides buy your new software or use the cloud (neither of which I will do)? I don't like being forced to do something that I don't like so if that is the solution you are sadly mistaken because it won't happen. I'll find another product that I can import my documents into and throw yours in the trash and tell my friends and anyone who wants the info about it.

I work for a medium sized company (500+ employee's) and we work with many vendors. We have a good working relationship with most, but in this case we discovered a company who's business practices are sub par. Upon receiving the product, NeatReceipts portable scanner, it did not work. Since there is no return address on their website, they require customers call to get the return address. I called their automated system and was asked a series of detailed questions about the account, like what was the phone number you used when setting up the account? In this case we did not use a phone number to set up the account. Another interesting note, none of the questions were, "What is your order number," which I actually had sitting in front of me. After trying their automated phone tree several times, and over several days, I finally got through to an individual (about 1/2 hour to get through). She gave me the "run-around" with the final statement that her Senior Sales Associate will not approve the return of the product. Then she said, "However you are approved for a replacement; let me transfer you to tech support." After waiting about 10 minutes on hold a guy picked up saying, "Tech support, how can I help you." It was obvious she did not speak with him prior to transferring me. Again this is a sub par business practice. After I explained to him that "I have been approved" for a replacement product, he proceeds to tell me that they "don't do that in this department - hold on," and promptly transfers me back to the automated phone tree system.
Needless to say we will not be doing business with the Neat Company in the future, and I recommend you do not do business with them either. Their products are defective and their customer support is shoddy.

Yes, thank you.  The matter has been resolved to my satisfaction.

We apologize for your experience.  Unfortunately this time of year we do experience high call and chat volumes.I do see that you attempted to contact us on 1/17/18 through our chat channel, by the time an agent was able to assist you, it appears that you were no longer available.  An...

email follow up sent to  the same email address 1/17/18 and 1/19/2018, providing you additional options to contact, even through a reply to the email we sent.  It is possible that depending on your email settings that our email to you was placed in the junk or spam folder.  This is the only case that we see on file for you, and in that case there was no request for a cancellation of service or refund.We will have a technical support agent reach out to you, if you are not available, then they will send an email, if you do not see this in your inbox, please check your junk or spam folder and you can reply to that email for further assistance.  At that time if you do not wish to continue witht he servicethe agent will be able to assist you with the cancellation and refund as well.

From: [redacted] <[redacted].net>Date: Wed, Dec 23, 2015 at 3:30 PMSubject: Complaint [redacted] updateTo: [email protected], Please note that the business contacted me an hour after posting my complaint, which is also an hour past my scheduled...

support window from 9:30 - Noon.  I expressed my disappointment and frustration, but fortunately the technician was able to solve my problem with the software. I agree for you to close this complaint at this point, but I hope that it will remain a permanent record. Thank you[redacted]

Hello [redacted],
Please note, the return label is not in the box. You should have received an email with a copy of the return label that you can print and attach to the box. I have resent the original label as well as a 2nd label for the broken replacement you received....

The emails will be from [redacted], and not the Neat Company-- please check your junk mail if you don't see it in your inbox. You can print out each, attach them to the boxes and drop them off at a [redacted] location.
We have also processed the replacement order for your scanner. We are shipping you out a New Merlot Scanner replacement.
The sales order number for this replacement is as follows:[redacted]
Please note, you will receive an additional email with your [redacted] tracking number once that is available.
Neat Support

Hello [redacted],
When you receive a new credit card for an existing account and you have billing setup previously under the original card, the credit card companies can...

give out the new account number to ensure billing continues to prevent interruption of service. This is not illegal or fradulent, but common practice. We had not recieved a request to cancel your plan, so we requested updated account information from your financial instutution to ensure that your service remained active. This is an automated system that occurs in the backend of the billing system and we do not have direct access to this account information. You previoulsy talked to Rich, our collections Supervisor who gave you the option of a 3 month refund. In order to do this though, you have to remove the dispute you filed with your financial instution to free up these charges. Once those disputes have been removed we can process a 3 month refund.
Neat Support

We do apologize for any misunderstanding. Cancellation of your cloud subscription was applied yesterday at your request via phone. Future charges will only be applied for a new order request.  A refund can be provided back to the charge card, or in the form of a check....

Please provided an updated expiration date for the [redacted] card ending in [redacted], or an address for the mailing of a check.

[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 do not understand the discussion of paying for software.I do not understand their position -- are they saying cloud software is the only way to proceed and how is that done?They allowed me to test it with only one file.I was told by them [redacted] was the issue, now they are saying it has nothing to do with it.  I do not understandThey did not assist me in insuring items could be scanned.
Regards,
[redacted]

Attached is an example of how to enter in the web address and what the page looks like when the page is reached. We have no other reports of the link which is sent not working for other customers. We will be refunding the customer the charge of $5.99 for the last payment withdrawn from their account.

Neat has reviewed your account history.  It appears that you have our essential plan package which does not include live telephone technical support.  The support options available to you are through chat and email to initiate a case.  In the event an agent is unable to resolve the...

issue you are having through these means they can and will schedule a time for further assistance.We see that you have created 3 different cases.  The first January 8, case number [redacted], in which the agent provided you with the information you were requested.The second case was created on January 17 case number [redacted] in which you requested further assistance in activating your PIN and there was a scheduled call back on January 13 at which you were unavailable, and then rescheduled for January 17The final case was created on January 24, 2017 case number [redacted].  In which the agent has sent you the information on the specific instructions you were requested.  If you find yourself in need of further assistance you can simply respond to the email and the agent will be more than happy to further assist you.We apologize but we do not have an Operating Manual that is all inclusive of the Neat Hardware or Software.  All of this information is publicly available on website at www.neat.com/support.

[redacted],We attempted to reach you from our Technical Service department on March 1 but have not received a reply from you or your office.  We are here to help resolve you technical issues and get you back up and running with your Neat platforms.  Please let us know a time convenient for...

you or your staff and we will help resolve once-and-for-all.  Neat Support Team

Your request of cloud subscription cancellation was received via phone on 3/6.  Actions applied from your call are noted within case #[redacted].  A...

refund of $59.88 has been submitted to your [redacted] ending in [redacted].  
You will continue to have full access and usage of your Neat database within your desktop software application.  We recommend completing a manual backup (http://www.neat.com/helpcenter/backup-neat-database/) of your database as your items have been removed from our server and are no longer available for remote access via mobile app and web.

Our apologies to the customer for the difficulties in obtaining assistance with their Neat technical needs. A technical support agent has responded to the customer initiated support email offering to call directly to resolve the issue detailed in the complaint. We request the customer respond to the...

agent email with a date and time they will be available for direct support to address the Neat technical issue. For the customer reference, the Neat support incident number is: [redacted]. If the customer does not see the email in their inbox, they will want to search their junk mail folder as Neat emails are at time redirected due to spam filters. Please let us know if there are any additional questions or concerns.

[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: You provided me with the cloud based software which is NOT what I wanted or asked for.  I need the software that was purchased originally that I can just save the files to my computer.  This was what you sent me: You can install the Cloud-Powered software using the following link: [redacted] [redacted] [redacted]
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:I realize you have been responding to my attempts to get support, but your system as simply been sending me links to all self-help links I have already been through.  Respectfully, that is not customer support.Before I contacted you I already went through all the FAQ and did all of those.  I contacted you because I actually need customer support. please help -- all my tax info is stored in your proprietary NEAT files that I do not have access to.
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. 
Regards,
[redacted]

We do apologize for the lengthy hold you may have experienced upon awaiting assistance from one of our account specialist.  At this time cancellation has been applied to your cloud subscription.  Refund processing usually takes 3-5 business days before the credit appears on your financial...

statement.  Please see the attachment for confirmation of refund processing.