The Neat Company, Inc

Case number [redacted] has had correspondence back and forth from our technical support agents and yourself regarding the issue.  An agent attempted to contact you on Feb 2 and left you a message with a request for a date and time to reach out to you to further assist.  Your response indicated that you would call.  Unfortunately as previously mentioned your plan does not include live technical support.  We were reaching out to you as a courtesy.  Again.If you will please respond to case [redacted] and provide a time that would be most convenient for you M-F 930 am - 6 pm ET an agent will further assist you.

Customer created a support ticket CASE number [redacted] on 11/28/2016, an agent responded via email on 11/30/2016.  This response is well within the 72 hour time frame notification that indicated on the Neat Support website.  At this time there has been response from the customer....

  
In regards to the Neat Care Service plan, the payment method used for payment was declined.  The customer should have received an email indicating that the order was not successful.  
 
Support options available to this customer are via email.  If there is no communication in your inbox I recommend checking the junk or spam folder.  If further assistance is needed a response can be sent in a return email to the original case.

[redacted] is requesting the original refund amount that had been
requested, and is looking for clarification of Neat's resolution. [redacted] also states that support tickets had been created on www.neat.com/support with no reply.
To
clarify, there is no late fee. The past due balance referenced earlier
are for the payments for December 2013 through March 2014, which had
declined. A review of [redacted]'s statement will show that no payments
had been made during those months. This balance was still active on [redacted]'s Neat account, and that balance has been closed out and will not
be sent to a collection agency. 
The four monthly payments that
had been past due have now been closed out and there is a zero balance.
The refund for September's payment was in addition to closing the
previous balance.
Our records do not show that any previous
incidents had been created with Neat. When an incident is created
online, a confirmation number is generated immediately. If [redacted]
provides a previous incident number Neat will be happy to take this into
consideration. 
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.  
I do have some concerns that they will eventually continue to charge me for some service or another. 
To clarify, I accept this offer provided I am never charged for any service from this company.
Regards,
[redacted]

Case# [redacted] was received as an email correspondent involving a technical matter instead of a billing matter.  We ask that you do not reply to this case in compliance with the expectations of the terms and conditions outlined with the Revdex.com.  We do apologize if an additional...

authorization has been applied in the amount of 24.01.  Your financial statement will reflect the reversal of this additional authorization if it has not already.  It is indeed a one time charge and not that of reoccurring billing.   A one time charge will post in the amount of $19.33.

Customer Comment:"I bought a Neat scanner and the cloud service that is suppose to back up all the data and save it to the cloud in cause of computer failure you do not lose your data." The Neat cloud service is not a backup program but allows customers to access their data through mobile...

devices and alternate computers. It is not a fail-safe ensuring the backup of the software database as the legacy version of the Neat software for both Windows and [redacted] have instructions for backing up the database to ensure data integrity. We do not promote Neat cloud as a backup service, though it is a common misconception for any cloud service on the market:Neat 5 Backup Guide: http://www.neat.com/helpcenter/backup-neat-database/Creating a Backup of Neat for [redacted]:http://www.neat.com/helpcenter/backup-neat-for-[redacted]/It is recommended that if customers are syncing from the unsupported retired legacy software, or the neat cloud powered application, that they check Neat cloud to ensure their items have been successfully uploaded as part of the verification processes. As the customer reported a computer failure with the retired and unsupported Neat legacy software, the steps in the backup guides provided above inform customers they should create a backup file locally and then move the file to an alternate location for storing, such as an external hard drive, in the event of computer failure which would prevent data access. We see the customer has been working with our support team, and as of 10/10/2016 out of courtesy to the customer, we are refunding 6 months of Neat cloud via check. *please see attachment

Your request of cancellation of your cloud subscription has been applied.  We do apologize for any confusion, or problems, in contacting us directly.  An automated email (see the attachment) was generated when the order took place from Neat.com on 12/11/13.  An error occurred on our...

end preventing the initial reoccurring charge from taking place.   However, the order was successfully billed on 12/11/14 for the annual renewal.  Please allow up to 5 business days for the credit of 130.27 to reflect on your financial statement linked to your [redacted] card ending in [redacted].

An email was sent on 5/6/13 (see attachment) confirming your order for a Neat Desk Scanner at 399.95 along with a Neat cloud subscription (Home) to be applied on a monthly bases at 14.99.  The subscription...

includes an extended warranty available for replacement of your purchased scanner in the event of an accident, or even in the event of any malfunction beyond the manufacturers one year warranty.  The plan also allows remote access via our website along with our mobile app.  Access to an additional user is included in the plan as well.  Sync is involved from the web and mobile access in conjunction with your software application to enable access on all platforms including your desktop/laptop application.  
We do see an initial verification of your account on 5/7/13.  This process involved applying a security question/answer along with a password made available for mobile and web access.  For security purposes we're unable to provide confirmation your initial web/ mobile app log-in.  However, the first date of software application usage took place on 7/23/13.  At that point the user ID and password was applied for your cloud subscription enabling sync to take place between all three platforms.  There have been previous notices (see attachment for example) submitted via email alerting you to an unsuccessful payment for your Neat cloud subscription.  An update to our phone system has been applied as of the beginning of this year which will match the phone number you're calling from to an associated account.  If you attempted to reach us from the number provided within this complaint of 3474830323 vs 347-920-6067 as the number provided on your account there will be a concern in connecting your call.  Providing the link email address of [redacted]@[redacted].com will allow your call to be connected.  We do apologize if this was not of your experience.  Please feel free to share the date/time and confirmed number dialed from during any of your past attempts in reaching us since January.   At this time a refund request has been approved in the form of a check for all successful charges dated back to Nov 13'. Please allow 5-10 business days for refund processing.  All other unsuccessfully billing attempts have been dismissed.

The pin was not activated for usage of the
subscription.  Please visit activate.neat.com for activation of pin:
[redacted].  You may also visit neat.com/myaccount  to ensure the number you’re calling from is
linked to your account before reaching support via phone in the event...

further
assistance is needed.

A recent recent request has been received 2/16/15. At that time an agent provided contact information for an account specialist to assist. We...

apologize as there is not other record on file.  At this time cancellation has been applied.  There will be no further request to update the account.

Mr. [redacted] please see the following response regarding the Neat subscription of Mrs. [redacted]:  Mrs. [redacted]...

[redacted] replied to an automated email alert for past due billing sent on 1/21/15.  She ask that we process cancellation as she hasn't used the service in months.  The email is noted:  "For further assistance please contact our Billing Department <http://www.neat.com/helpcenter> .Replies to this email are not monitored."  We do apologize as we where unable to response to this email as it's specifically used for outbound email alerts only.  On 3/13 your mother spoke with an agent who reviewed her subscription and presented options.  At that time she accepted the offer of removal unsuccessful billing attempts applied for the prior 4 months.  Thereafter, a new order was applied for a lower level of service that would still meet her needs as a consumer.   We have no desire to provide trickery in any capacity as we are in the business of aiding consumers and small businesses with additional options for organizing their home and/or small business.  At this time we have removed her subscription service and applied a refund in the amount of 59.99 for the charge applied. Please allow up to 5 business days for the credit to appear on her financial statement. Your mother may removed the credit card of billing from her account once refund process has taken place.  Please refer her to [redacted] for removal of her credit card on file.

I submitted a complaint to the Revdex.com concerning Neat on January 4, 2016 and my complaint still stands without customer satisfaction. The company provided a statement in the enclosed letter that I received from the Revdex.com with a supposed solution to include a Web link www.neat.com/helpcenter/neat-installation-guide/. And, the link or solution did not provide me with the suggested solution mentioned in their correspondence. Further, upon using the link to in an effort to bring about closure to this unfortunate situation, the return notification on the screen in red "PLEASE NOTE: If you are installing Neat and see the message "The signature of this program is corrupt or invalid" choose the "I understand the risk and want to run this app' box to continue the installation Click here for more info." (Why a sensible person would want to follow this command bewilders me.) Nonetheless, it did not prompt me to perform the latter and so my initial complaint still stands. And again, at this present time, I am unable to use the Neat product, machine, or software package as inferred in the initial complaint. From the Neat Web page, the second option was that the installation CD be used as a 2nd option. It did not work or provide a solution; but it doesn't prevent Neat from bombarding my social media or e-mail with advertising.

We do apologize for the extended wait
while attempting the call us to request a return.  We do our best to
automate many processes by allowing the opportunity for you to log into...

your
account via the self-service portal to request a return among many other self-service
options.  Please see the attachment for a prepaid [redacted] return label.
 An email confirmation will be sent when your return is received. Allow an
average of five days for refund processing once your return has been received.
 If you do not receive confirmation of delivery from us within five days
of mailing please track the return via [redacted].com.

We do apologize for your experience.  Your initial request should have most certainly been honored.  Unfortunately we have not been able to locate the account with the contact information provided.  Please the case number associated with your request, or share the last 4 digits of the...

credit card billed along with the name associated with credit card of billing.

Hello [redacted],We are sorry to hear of your experience.  It does appear that you have recently contacted us through case number 595366,we requested additional information in order for us to provide a resolution to the matter that you have described.  As of date we have not received a...

response to that email.With the purchase of the Neat Scanner you would have received a year of the cloud powered software which also includes 60 days of live technical support.  In order to receive this you would need to activate the PIN that came with your scanner by visiting activate.neat.com.  Please note that customers on the legacy software V. 5.7 or below for [redacted] or [redacted] or below for [redacted], are not eligible for the live technical support as this product is no longer supported.If you will respond to the email that was sent to you on 3/21/2017, an agent will be happy to further assist you.  If you purchased a Neat Scanner recently and activate the PIN that was included you will receive a welcome email and dedicated telephone number to receive technical 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: This link does not work. They did send me the correct one finally, but they still are not placing that link back on their website. If you want to close the complaint, that is okay, but the company needs to place that link back on their site. They should not have an A rating, in my opinion.
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:1) There was absolutely not any attempt of The Neat Company to contact me. Nor were there any suggestions of any other attempts to resolve this situation.2) As we have a business voice mail and there was not a single missed/not returned call or a voicemail left by this company.3) In my complaint, I specifically asked for a scheduled time of contact with advanced notice so we could anticipate it and be ready.4) None of my above requests have been met.I expect an actual legitimate attempt to resolve this issue.I would like advanced notice of times to set up a resolution conference call so myself and my attorney can be available for the call.Or a full refund of all products purchased.
Regards,
[redacted]

[redacted] [redacted] [redacted]
 [redacted]
I am rejecting this response because:The company has been largely non-responsive. I would like to update/edit my original complaint, but has not found a way to do so on your site. The company has been largely non-responsive to my situation. It has caused me considerable time and stress dealing with this situation, not to mention the inconvenience. I have never heard from the company, no acknowledgement, no apology, nothing. After hours of trying I finally spoke with one person at a 3rd party call center in the Philippines. They assured me that I would get follow up from someone in the US corporate office. I have not heard a thing since, except for a random email out of the blue saying that my product had shipped. Same situation again. Piss poor customer service! The burden is now again on me to manage the delivery of my package by paying for and adding additional [redacted] services and accounts. Their nickel and dime style of customer service and boiler room operations makes me leery of doing business with them at all. Unless I can get some guarantees of improved customer service and support for the life of my product I would rather opt for my money back at this point. The thought of having to go through this much trouble for basic customer service make me cringe. Unless there is a better level of support that they can upgrade me too and guarantee responsiveness and effectiveness throughout the life of my product I would rather shop elsewhere for a solution.My account was not even set-up for days. Even if I had received the shipment I could not have set it up. Customer service did not even reply to me for a week. When the did the communication was not even substantive in relevance to my situation. I have never seen such poor execution of new customer retention by a technology company since the early days of the internet. This is shocking to say the least. Extremely unsettling. 
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 was promised and expecting a full refund of $119.88. I need a) and explanation as to why I got a prorated refund and b) if I am going to accept it a detailed report on the prorated rate. 
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]  Thank you for your assistance.  However, I have not been contacted by Neat, other than to verify a returns is in process.  If you can, please have them ship the return to my summer address:[redacted]Sky Valley, GA 30537 rather than the Navarre, FL winter address.  Thank you.  I will make an attempt to contact [redacted] as well.