The Neat Company, Inc

We do apologize as it seems we previously had a problem locating your account.  FAQ #5 addresses tracking a shipped order ([redacted]).  Refund processing is in place for billing of the subscription...

only as we ask that you reach out to use directly for cancellation of your service to avoid future charges of the available service ([redacted]).  Cancellation of your cloud subscription has taken place as requested.  Please allow up to 5 business days for a credit in the amount of $129.20 to be applied to your credit card ending in [redacted].

This company is a total rip-off and their software have spyware embedded in it. I got their scanner back in 2012 or 2013 and then I got their cloud services. After 6 months to a year, I cancelled the services all together because I wasn't using it at all. The first time I cancelled it, I had a problem with the website cancellation process; so I called their customer service. I was unsuccessful with their customer service due to their system being automated. I would ask to speak with a Customer Service Representative and it kept returning back to the main menu. So, I went back online to see if I can get the Neat Company website cancellation process going again, and I was successful. Then I got sick and went into the hospital and when I got out, there was at least 5 months worth of charges to my bank account. At this time, I had to get my bank involved because they had been charging my debt card without my permission. The results of the bank investigation came back in my favor, plus the bank issued me a new card with a new number.
This wasn't the end of The Neat Company charging me with out me requesting any kind of services or giving them access to the new credit card information. It happen a second and third time and each time, I won the investigation, but the last incident I had to get the Upper C[redacted] Police department involved because now, I'm getting annoyed by the theft that keeps happening without me having any contact with The Neat Company. Each time this has occurred I was issued a new card number. So, my question is, How Did They Get My Information?
Now, I did have their software installed on my computer even after cancelling their services. I'm thinking that I can use their scanner to store my documents locally on my PC and I did. This is what sent my red flag up. I never scanned any of my bank statements in to their software. I just paid bills on my PC without the Neat Software open. So, this tells me that they have some type of spyware because they keep getting my new card numbers. I uninstalled the software after the third incident and by the way, I won the 3rd investigation.

Thank you for updating your credit card of billing through your online account.  The credit card update was applied after the billing cycle for January (1st of each month).  I've manually applied a charge for the month of January.  At this time 11 monthly cycles are pending...

billing.  I would recommend upgrading to an annual plan for the same level of coverage.  We are willing to waive 4 months of missed billing apply an annual charge of $119.88 (+tax).  The annual plan in itself is worth $60 in savings compared to monthly billing. Please let us know if this is acceptable.

Hello,
[redacted] and [redacted] are authorized retailers, but on these sites any person or business can set up their own store or sell products from their home. We have stores on both of those sites where you can purchase Neat products. If not purchased from an official Neat seller we...

have no control over how the product was handled or what condition it was sold in. We have posted our exchange policy as well as a list of Authorized Retailers here: http://www.neat.com/[redacted]
Because of the issues you had with support we have authorized a one time exchange for your scanner. Please note, any further purchases of Neat products should only be made through Authorized Retailers if you want to be able to take advantage of the warranty provided by Neat. 
Here is the info for your replacement process:
The sales order number for this replacement is as follows: [redacted]
You've also been e-mailed you a printable [redacted] return label. (It will be from [redacted], and not the Neat Company-- please check your junk mail if you don't see it in your inbox.)
Please use this label to return only your defective scanner, using the box that contained the replacement device.
PLEASE DO NOT SEND BACK CORDS or SOFTWARE, and please do not send back your current unit until you have received the replacement device.
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:
I appreciate your response, but when I purchased the NeatDesk, this purchase entitled me to one year of technical support which should have included assistance in getting the system set up and operating properly.  I was not give any support.  You mention that you researched from my email ([redacted]@aol.com) which is correct and my number [redacted].  There is one alternate number and that number is [redacted] (home).  It is my request to be granted at least six (6) months of technical support with the option to purchase additional support for continued future use. 
I am not trying to be difficult, but I refuse to have a team member tell me where I purchase a product makes a difference and then advertise months later that [redacted] is an authorized site for purchase. 
I can be reached at [redacted] should you like discuss this matter.
Kind Regards,
[redacted]

We would like to extend our apologies to the customer for the ongoing billing which has occurred. We have refunded the customer in the amount of $64.22 on [redacted] - the customer should expect to see the refund applied to the original card we have on file within 8 - 10 days.

[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:  This is literally the same response I've gotten every time.  I've opened two support tickets and all I get is an email about a community forum to try to search for other customers who've experienced the same product defect.  As already stated, I've pursued all options to solve this specific problem and they do not work.  I do not consider this resolved.  This is just more of the exact same response. 
Regards,
[redacted]

There is not much need for me to repeat everything that's already written here about Neat. But my frustration overtakes me. Absolutely no customer service! How does a business run like that? The program has locked me out of my file cabinet. I have no way to access the receipts I've spent weeks scanning and then threw out! It says no where after you spend $400.00! that you will have to pay a monthly subscription. I never even received my full 30 days. I got 19 and it shut down. This is possibly the worse rip off ever. I have learned one very valuable lesson. Read Reviews!

With the information provided, the only case I was able to locate is 518503 created on 8/11/2016, due to unusually high tech support requests, it does appear that the initial response by teach support agent was sent 7 days after case creation.  On 8/19/2016 a response was received by the tech...

support agent "stating that it took to long to respond".  The tech support agent responded to this 8/22/2016 offering additional assistance if the customer needed further assistance in a response email.  No further communication has been received from the customer.With in the information the customer provided, we were unable to locate a support plan.  Support options for this customer are via email or chat.

[redacted] I have had no further contact.  And I have no phone number that gets me to a real person.  I would greatly appreciate any help. [redacted]

Our records indicate the customer purchase the support plan which does not include live phone support: Neat Essential Monthly (* see attachment).The Essential monthly plan does not include live support with a phone agent, but includes live chat for the first 30 days and email...

24/7:http://shop.neat.com/products/software-plans-comparison/http://www.neat.com...⇄ a customer would like live phone agent assisted support, they will need to purchase either a Premium or Business plan:http://shop.neat.com/products/software-plans-comparison/http://www.neat.com...⇄ reviewing the customer case history with us, the customer provided a case number which was not related to his issue and referenced another customer - the typo referring to the erroneous case with us caused a delay in responding to the customer inquiry. *see screenshotCASE #[redacted] - Not [redacted] (different customer)CASE #[redacted] - [redacted]As a courtesy we have requested the agent the customer was previously working with reach out and offer assistance to question presented here in the Revdex.com complaint.

Hello we are sorry to hear that you are having difficulties with your scanner.Neat scanners come with a 1 year warranty if purchased from an authorized retailer.  With the information that you have provided we have been unable to locate the purchase of the scanner directly from the Neat...

Company.  Additionally, if purchased from an authorized retailer you would have received a PIN for activation of the product which includes 1 year of cloud service and the first 60 days after activation include live technical support.  Again we are unable to locate a PIN activation with the information that you have provided.One 2/28/2017 you created a case via email [redacted] and a technical support agent responded to your request for assistance on 3/1/2017.  As of 3/7/2017 we have not received a response from you that you are still in need of further assistance.  If you will reply to the case [redacted] an agent will be able to further assist you and replace the product once we have had a chance to troubleshoot and determine if the product is eligible for replacement.  Thank You Neat Customer Care

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] ) - 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]

The original message that **. [redacted] forwarded to The Neat Company from February details a correspondence from [redacted]., stating the willingness to replace the scanner and asking for standard information required for warranty replacements. The Neat Company did not receive a reply to this request for information, so the request had not been completed. The correspondence that **. [redacted] forwarded also does not include a reply with the requested information. The next communication initiated by **. [redacted] was on 5/19/14. The Neat Company is still more than willing to replace the scanner that is not working properly, but **. [redacted] now prefers a refund, and that request will be honored as well. A pre-paid return label is attached in this communication.Best regards,The 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. 
Regards,
[redacted]

The customer was billed for 3 charges for the cloud service.  A refund has already taken place for 2 of the 3 charges last week.  We are awaiting an email reply regarding the third refund in response to feedback provided within social media last week.

[redacted],We do not show a record of contact or request to cancel for our Neat cloud services subscription.  The annual Cloud subscription is set to auto-renew unless you contact us otherwise before the payment is processed.  We will honor your request for refund of the charges of...

$119.88 charged in February 2016 and will cancel your subscription going forward.  Unfortunately, we cannot honor the refund request for last year's charges.  You should see the credit back to your credit card within 7-10 business days depending on the processing time of your bank.Kindest Regards,Neat Account Support Team

**. [redacted] states that it was not easy to cancel NeatCloud due to conflicting business hours. As **. [redacted] was unable to call in to cancel NeatCloud, a cancellation has been set up with today's date and a refund was processed in the amount of $131.27. This refund should post back to account...

that was originally used for payment within five business days.Please let us know if there are further questions or concerns. The Neat Company

We do apologize for any misunderstanding in the processing of the order for your cloud subscription.  At this time the service has been cancelled.  Please allow 5 business days for refund processing in the amount of 301.63.

[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]