The Neat Company, Inc

We do apologize for the delay in processing the return made a few weeks ago.  A refund request has been applied in the amount of $484.81 back to the credit card billed ending in 1319.  Please let us know if the credit isn't visible on your financial account within the next few business...

days.

While Neat no longer supports your version of the software, we will be providing a release for the scanner issue that you are reporting, once that is made available.The issue you are reporting is related to a driver issue, not the software.  The software is not required to scan documents as mentioned previously, you are able to scan to PDF if you do not wish to you use migrate to the cloud based software.Considering we will release drivers once they are available and we have provided alternative solutions other than migrating to a cloud based product, we will consider this matter resolved.

I would like to for the neat company to contact me regarding  their offer of free one year service due to my issue and complaints. Please note that they may call me at [redacted] between the hours of 1 p.m. and 6 p.m. as well please feel free to contact me if there is anything else you need from me.Thank you for your time and attention[redacted]

A refund has been applied for the account under: [redacted]@[redacted].com.  The date of reocurring billing has been adjusted for your account associated with: [redacted]@[redacted].com.  Please feel free to review all case notes and confirm billing adjustment via our self service...

portal found at neat.com/myaccount.

[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]

Per your request, your NeatCloud account has been cancelled as of 08/30/2017. If this cancellation was done in error, please call our Account Services department Monday-Friday 9:00AM - 5:00 PM Eastern at [redacted].Your refund request has been processed. Please allow 3-8 business days for...

refund processing in the amount of 119.99 to your credit card. Please let us know if you have any questions or if you do not see the refund to your credit card in 5-7 days. Our apologies for any inconvenience and thank you for bringing this issue to our attention.

Our apologies to the customer for the difficulties reported in the filed complaint. We are willing to have an elevated support technician call the customer directly to assist with obtaining his scanned data from within the Neat system.  To provide further clarification - if the...

customer has fully synced all of his data to the Neat cloud service we could potentially bulk export the information as our development department has previously performed these steps for isolated cases.  The bulk export will result in .PDF files being exported into a .zip file which can easily be extracted on any PC computer. Otherwise, the customer care agent was correct by informing the customer individual exports would be necessary, specifically, if the local database has not be synced to the customer's Neat Cloud account as there is not a way for bulk exporting from the Neat legacy software. If the customer would like to reply to this complaint with a date, time, and telephone number we would be able to make contact on, we will be happy to facilitate direct assistance. Neat Customer Care is available to reach out Monday - Friday, 9:00 AM - 5:30 PM EST.Thank you

[redacted],
I apologize for the difficulty you have had with your Neat software.  Since the purchase was made in 2014, your product is outside of our standard one (1) year limited warranty and therefore, live agent...

support is no longer available without purchasing a support plan.  Our newest versions of the software are cloud-enabled and a Neat cloud account is required in order to use the Neat system.  However, our legacy software, while offering a cloud option, is not required to subscribe to a cloud a plan and you can continue to use the software as long as you would like to.  Please note that Neat has never officially supported storing your database/cabinet in an external/network drive and always recommends a copy local to your PC (see http://www.neat.com/helpcenter/supported-database-locations/ for details)
As a side note, if you no longer want to use Neat but would like to have all of your documents downloaded as PDFs, you can do this manually by downloading each document to a folder of your choice.   Or, you can install the newest Neat software version (cloud account required), syncronize your data, cancel your cloud account, and all of your documents will be downloaded to a folder on your PC in PDF format.  Please note that the only thing you will lose with only having PDFs vs. the documents in Neat, is all of your metadata (e.g. parsed data about each document) will be lost. 
You can download the Neat Cloud Powered Software (For Essential, Premium, or Business Plan Users) here:  http://www.neat.com/helpcenter/download-neat-software/
For your difficulties, I am willing to offer a one (1) year free subscription to our Premium plan at no charge.  In addition, I can have a technician available to assist you with this setup/transition.
Kindest Regards,
Jeff G[redacted]
VP, Customer Operations
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The settlement offer is a joke. The program does not work. It never worked properlyNeat has a FULL record of all my contacts and complaints, yet they choose to ignore the facts. 
Regards,
[redacted]

Hello [redacted],I apologize for the issues you have been having accessing your Neat program. We do not have a trial version of Neat that would lock you out of the software. After reviewing the information you submitted here and the ticket you submitted online it's not clear where you downloaded the...

Neat software. You can download the Neat for [redacted] software here: http://www.neat.com/helpcenter/download-neat-software/ You can see our installation guide here: [redacted] If you have the latest version of Neat for [redacted] already installed from our website, you can see troubleshooting steps to get Neat back up and running here: [redacted]If the steps there do not help, please respond with more specific information on what is happening when you are trying to open Neat: -any on-screen messages or errors -which version of [redacted] OS you are running -which model scanner you are using -which steps you have tried in the troubleshooting article aboveIf you can provide this information it will help us get you back up and running faster.

[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: Dear Sir:   You kindly sent me an email response forwarded from Neat Co. that said they would process a refund in the amount of $128.27 to my [redacted] ending in [redacted] within 5-10 business days.  The complaint was dated 11/9/2014.I have not received any refund.   Nor have I see a cancellation of the account against future charges.  The response was sent 11/11/2014.Please help me to stop charges being continued, and a refund sent as stated.Thank you,[redacted]
Regards,
[redacted]

[redacted] requests that the scanner be allowed to be returned and the balance
of $199.90 be forgiven. The replacement scanner was delivered on 6/14/13, eight
days after the order was originally placed. The trial date had also been
extended to accommodate this. NeatCloud was ordered at...

the time the scanner was
ordered, on 6/6/13, and was confirmed in the original order confirmation email
sent on the same day. Neat has a 30 day money back guarantee and a
one-year manufacturer's warranty on new scanners. If the scanner had been
determined to not be functioning properly, Neat would have replaced the scanner
during the manufacturer's warranty period. At this time, even though the
warranty has expired, Neat will still offer technical assistance. Our Technical
Support department can be reached at ###-###-####. The Neat Company

An additional subscription was ordered on using the email address of [redacted].com.  At this time cancellation has been applied.  Please allow an average of 3 days for refund processing in the amount of 59.96 to your [redacted] ending in [redacted] .

[redacted] we would like to take the opportunity to follow up on your concerns regarding software upgrade and warranty options.  On 2/27 an email was sent requesting a phone number and a two hour window to which you would be available with access to your computer and the scanner.  A...

reply was received from you on 3/2 to where you informed us your call wasn't able to be connected to a live agent.  Extended warranty plans are available within the initial 30 days of purchase.  Thereafter, plans are available for one on one assistance that can be used for situations such as this.  At this time we'd like to reach out to you directly as courtesy.  Please provide a preferred call back phone number and a two hour window when you will be available with the scanner and computer.  Please request a time from 10-4pm EST Mon-Fri for a scheduled call back.

I have had the same experience as most of the frustrated people who's reviews I have read here, no use in repeating everything. Bottom line is NEAT has terrible to nonexistent customer service. Very, very frustrating to buy a product for $400 then not get anything, but extremely limited and hard to obtain support for a limited amount of time then have to pay for support. Great concept, terrible company; I can't imagine that they'll be around much longer.

Case# [redacted] was created on 6/7.  An automated response was included stating follow up assistance would be provided with 3 business days.  At this time an email has been sent with a link for printing a prepaid [redacted] return label.  Please print the label from the link within 5 days as it...

will expire.  However, you may take more time if needed to ship the return back to our warehouse.  The return process is automated.  Information on the process for return was included within the confirmation email sent on 5/20.  We apologize for any confused had.  A refund will be provided to the credit card of billing within 10 days of delivery.  Please note a confirmation email will be sent with 24 hours of receipt of your return.  Please reply to the email sent via your case if there are any concerns regarding the delivery of your return.

[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 have returned all 3 units to Neat:  The original, the refurbished replacement and the incorrect [redacted] unit.  Only the original came with cords and software.  Even the 'new' 3rd one did not include cords.  At this time, I have not a single scanner and I have been billed for 2.  The second billing was on 10/14/13.  I was promised a full warranty (some sort of extended coverage that should have cost extra but the customer service guy was 'being considerate') and it was supposed to have included a year of Cloud service.  However, I never could log in... Not that it mattered:  I haven't had a scanner for more than a few days at a time... and two of those did not have cords.... 
Which begs to ask:  how exactly was the 3rd unit considered 'new' if it didn't have all of it's contents?
Bottom line:  I want what I paid for.  I want a Neat Desktop Scanner for [redacted] that includes all necessary cords, software, and cleaning sheets.  Because of my experience with Neat, I want the maximum warranty available at no extra charge to me and released from the second invoice!
After 2 years, 3 units and now a Revdex.com complaint, I would think that would be the very least Neat could do.
Otherwise, I want a full refund of the cost of the units.  (I've been billed for 2.)  And I will purchase a different brand. 
[redacted] #next_pages_container { width: 5px; hight: 5px; position: absolute; top: -100px; left: -100px; z-index: 2147483647 !important; }

[redacted] states that her Neat software has recently been crashing and wants to talk to a representative for assistance.  [redacted] is also requesting a refund check for the original purchase amount of the scanner that was purchased on 12/20/12.While The Neat Company will not...

honor a refund for a product purchased that long ago, our Technical Support staff will offer live support even though the scanner is no longer covered under warranty.  If [redacted] provides a two hour window of time and a good day to call, as well as the best phone number to call during that time, one of our technicians will call to assist.  [redacted] can also contact The Neat Company directly at ###-###-####.Please let us know if there are further questions or concerns.The Neat Company

Hello [redacted],
I apologize for the issues you have been having accessing your Neat program. We do not have a trial version of Neat that would lock you out of the software. After reviewing the information you submitted here and the ticket you submitted online it's not clear where...

you downloaded the Neat software. You can download the Neat for [redacted] software here: http://www.neat.com/helpcenter/download-neat-software/ 
You can see our installation guide here: [redacted] 
If you have the latest version of Neat for [redacted] already installed from our website, you can see troubleshooting steps to get Neat back up and running here: [redacted]
If the steps there do not help, please respond with more specific information on what is happening when you are trying to open Neat:
-any on-screen messages or errors
-which version of [redacted] OS you are running
-which model scanner you are using
-which steps you have tried in the troubleshooting article above
If you can provide this information it will help us get you back up and running faster.

A claim has been filed on behalf of the customer with [redacted] and a new scanner is being shipped out to the customer today, 11/03/16. The customer will receive a confirmation email once the scanner has shipped along with a tracking number so they can be fully informed of the expected delivery. If there...

is an alternate address the customer would like the unit shipped to, please inform us immediately so that we might make the shipping adjustments.