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: standard email response that I have already received and proved false.  You can not install.  The scanner has a program built in to reject updates. I have already informed the company of that. Windows program was the source of that statement.  This is the reason that I have made the complaint.  False advertising when it states I can scan to my computer.  This means directly to my computer and that is not the case.  You must first scan to the cloud, something that you must pay to maintain storage.  NONE of that info is in the advertisement.   I see that one of the home shopping stations further perpetuate that disinformation, that false advertising. 
Regards,
[redacted]

Hello [redacted],
Unfortunately we cannot support hardware indefinitely and as all companies do, we have to decide when to end of life products and services. At this time we can no longer provide support for the model scanner you have. We are willing to offer you a...

refurbished current model of the NeatReceipts scanner that is supported in [redacted] for a discounted price of $69.99 (regularly $129.99).
Neat Support

[redacted]
 
I am rejecting this response because:
I contacted neat by phone to cancel,which was a difficult task so I have no name and apparently will not receive credit. In addition, the rep I spoke to (also don't know their name) said a refund would be processed for at the very least, duplicate billing, which 14 days later had still not been processed. I guess we'll see if they ever actually do it.   
Regards,
[redacted]

The following communication was received on 11/20/14 in response to an email offer sent for a sweepstakes:
LETTER-SPACING: normal; BACKGROUND-COLOR: rgb(255,255,255); TEXT-INDENT: 0px; -webkit-text-stroke-width: 0px">Look here, if you people are going to continue to send me JUNK MAIL, then at least ANSWER ME FROM THE TWO TIMES I WENT THROUGH ALL THE RIGAMAROLL TO GET TO THE "CONTACT US" PART!!!!!!!!I am not happy with paying for service I did not want, and I DO NOT WANT TO BE CHARGED ANY MORE EITHER!!!!!!!? Your site is most difficult because it sends you in circles and gives no REAL ANSWERS!
The following response was provided on 11/26/14:
Hello [redacted],Thanks for writing in. We apologize for the inconvenience. I can see that you are subscribed for the annual NeatCloud Premium. If you don't need the service and wants to cancel, please call ###-###-####.
Our account specialists are available Monday through Friday from 9:30 a.m. to 6:00 p.m. (EST)
Please let us know if you have any other questions or concerns in a response email. We'll be happy to assist you.Thank you for contacting us,Journey-Neat Technical Support
 
We do not have a record of additional email communication received from the email address of [redacted] applied on your account.  Please let us know if other correspondents where sent from a different email address.  We do see you may not have had an opportunity to call in as requested for the adjustment to your cloud subscription.  At this time we've processed a cancellation of the subscription and removal of [redacted] from our marketing email listing.  Please allow 5-10 business days for refund processing in the amount of $124.68. 
There is a one year manufactures warranty in place that will allow an exchange if we're not able to resolve the issue at hand through troubleshooting.  In regards to the scanner you are able to use our support page as a resource for self help.  If further assistance is needed we recommend logging into your neat account to insure correspondence are received appropriately.  You may also sign up for our NeatCare support allowing the opportunity for one on one phone support through a dedicated phone line for expedited assistance.  Please see the link below for more information on our NeatCare opportunities for support:
http://www.neat.com/products/priority-support/

[redacted],At this point, there is nothing further we can do on our end. We cannot refund a charge that is in the dispute process. You can let the disputed charges with your bank go through their processing and they may refund the charges for you.Neat Support

Hello [redacted],
Your Neat cloud account has been canceled and you will receive no further charges for the Neat cloud service.  The confirmation # for your cloud cancellation is [redacted].
Neat Support

Hello [redacted],Contact support options are available here: http://www.neat.com/support/contact-support/Unfortunately from your message it's very difficult to try to determine the issue you are having. If you are having an issue syncing to Neat cloud, you can see troubleshooting steps here:...

http://www.neat.com/support/windows-v5/sync/help/If you are having trouble using your scanner specifically, you can see steps here: http://www.neat.com/support/windows-v5/scan/help/If the steps above do not help with your issue, please send us specific information on your issue:-Your computer's Operating System: -Version of Neat you have installed:-Any errors or on screen messages-Description of issue with scanningAlso, please reply with a copy of your error log: http://www.neat.com/helpcenter/obtaining-error-log-neat/Neat Support

Hello [redacted],
Sorry to hear that you have been having issues with your Neat scanner. I see that your Neat account wasn't setup with your phone number which is why you might have had trouble getting through to phone support. I have added the phone numbers you provided...

through the Revdex.com to your Neat account so that if you need to call in you can get directly through to Technical Support. We would like to help you get up and running if you are willing to help us troubleshoot your issue. If you would like phone support, please reply with a time/date you are available for a call. Or since your phone number is now on your Neat account, you can call us at ###-###-#### M-F from 9:00AM to 6:00PM EST. We also have live chat support here: http://www.neat.com/support/contact-support/ 
Neat Support

Hello [redacted],
I apologize for the series of issues you had with accessing your data in Neat and with the sync feature. We have tools to try to fix issues when they occur but from the last support ticket you had open it appears you no longer wanted our support team to...

attempt to help you resolve the issues you were having.
The maximum refund we can offer for Neat cloud services is a 3 month refund. Your account has been canceled so you will not receive any further charges. As far as a version of the software you can use, that latest version we have for [redacted] is Neat 5.7 which you can download here: [redacted].
If you would like, we can setup another session with one our senior support representatives so that we can try to help you get access back to the data you need.
Neat Support

As a valued Neat customer, your feedback is greatly appreciated.  Neat is continuing to improve on the support offerings that you have mentioned and perform quality checks of agents.In review of your most recent case [redacted], it appears that your first concern is that fact that some features are...

not available on the latest version of our software.  The agent you were working with has marked this as a feature request and this feature will be considered in future releases of the software.  The information provided to you regarding your technical support issue within the same case was addressed by the agent by providing you instructions and next steps to try to resolve that matter.Unfortunately, I do not see that there was a response to that case indicating that offered solutions did not resolve your current technical support matter.  If the steps provided did not provide a resolution, then we encourage you to respond to the agent for further assistance.As a valued Neat customer, your feedback is greatly appreciated.  Neat is continuing to improve on the support offerings that you have mentioned and perform quality checks of agents.In review of your most recent case [redacted], it appears that your first concern is that fact that some features are not available on the latest version of our software.  The agent you were working with has marked this as a feature request and this feature will be considered in future releases of the software.  The information provided to you regarding your technical support issue within the same case was addressed by the agent by providing you instructions and next steps to try to resolve that matter.Unfortunately, I do not see that there was a response to that case indicating that offered solutions did not resolve your current technical support matter.  If the steps provided did not provide a resolution, then we encourage you to respond to the agent for further assistance.

Our apologies to the customer for the difficulties experienced related to their Neat product. On 04/05/16, a temporary issue with the Neat software was identified by our development team where customers who had an expired Neat cloud...

subscription, or were on our Neat cloud trial plan in the past, were being prompted to login to the Neat desktop software in order to access their data.  On 04/06/16, a messaged was posted on the Neat website within the Help Center main page  alerting customers to identified issue: http://www.neat.com/support/ "We have recently resolved the Legacy softwa...⇄ of 04/07, the issue preventing Neat desktop users from accessing their data was resolved and users experiencing the issue should no longer be prompted to log into the software in order to access their data. If the customer is still experiencing an issue with accessing the Neat software then we would advise they work with us directly in order for us to troubleshoot and resolve. Additionally, the Neat Company has posted a message on our s...⇄ as well as  alternative steps to continue using the Neat desktop software without ...⇄ this time, we would like to provide further assistance to customer. The Neat customer care department does not appear to have any communication (written or call recording) initiated from the customer requesting assistance with the issue reported to the Revdex.com. If the customer is experiencing an issue with the Neat desktop software, has questions regarding the migration process, or would like additional information regarding continued usage of the legacy Neat desktop software. It is recommend the customer contact us directly - so that we have an opportunity to provide assistance and clarify any remaining questions.  To contact Neat customer care, the customer will want to visit the following link to initiate a communication and we will be happy to assist: http://www.neat.com/support/contact-support/

Please see the attachment for confirmation of refund processing in the amount of $206.57.  You may present this to your financial institution for follow up assistance.  
The Neat Company 11px;">[redacted]Philadelphia, PA 19103USTransaction Date Mar 10 2015 04:49:39 PM EDTMerchant ID [redacted]Transaction Type CreditAuthorization DateOrder InformationDescriptionSubtotal 206.57 USDTotal 206.57 USDCardholder InformationName [redacted]Credit Card Type [redacted]Credit Card Number ############[redacted]Billing Address [redacted]Commerce, MI 48382US

Hello [redacted],Sorry to hear about the issues you have been having with your scanner. The representative did advise you correctly about a replacement. The warranty periods start from the date of purchase. In your case we're going to make a one time exception and send you out a replacement. Please note,...

this will not extend your current warranty. If you wish to purchase an extended warranty you can see information on NeatCare coverage here: [redacted]We have processed the replacement order for your scanner. The sales order number for this replacement is as follows: [redacted]I've also 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.Please note, you will receive an additional email with your [redacted] tracking number.Neat Support

A request has been submitted for the payment to be altered to that of requested.  The initial payment of 99.95 (+1/4 tax) will be altered to take place on 3/22.  There will be 3 additional payments applied on 4/22, 5/22, and 6/22.  There is a record of the payment posting on your...

financial statement.  We would like to review reimbursement of fees applied to your account.  Please provide confirmation of fee's applied linked to the financial account.

Hello [redacted],I apologize for the issues you have been having with Neat and [redacted].Neat Engineers are continuing to work diligently on issues that have presented themselves with the new [redacted] 10.11 release.  In an effort to resolve some of the key issues, we are offering users a PRE-RELEASE...

download of the next full [redacted] version, 4.5.This has just been released on 11/9/15. If you have installed the previous driver we listed and are still having issues, updating to 4.5 should resolve those.You can download the update and see more info here: https://www.neat.com/helpcenter/neat-[redacted]-el-capitan/If you continue to have issues after the update, please check here for additional troubleshooting options: https://www.neat.com/helpcenter/troubleshooting-neat-[redacted]-el-capitan/Neat Support

Hello [redacted],
I apologize for the collections notifications you received. You should not have been put on that list. I have authorized a return for your scanner. Confirmation number: [redacted]
I have attached printable [redacted] return label to this message....

Please print this label, put it on the side of your scanner box, and drop it off at a [redacted] location. You can find a location near you here: [redacted]
Once we receive the scanner, your refund will be processed.
As far as your credit report, I have confirmed that your account has been removed from the collection agency and there should not be any notation on your credit report of this incident.

I have a Neat machine and am trying to download the software to my new computer. I've paid to upgrade to a cloud subscription and have tried for over 1 hour to access the program. When I log into my account it send me back to the site to upgrade my subscription.
There is NO customer service available via phone, e-mail or chat to assist me. The only option I have at this point is to pay $50 for Premium Support to get someone to contact me.
This is ridiculous and horrible customer service.

[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 spent several hours trying to create a workaround for this, and I have a technology related degree and know my way around. No luck. It never worked well, but now it doesn’t work AT ALL. It doesn’t support [redacted] because it is no longer supported by Neat.I’m sure you’re quite aware of the forums, so I echo that sentiment.The solution you provided does not work.I don’t look at this as a warranty, I look at it as a recall. Garbage product - going in recycling.Zero integrity. Garbage product.
I’ll be recycling this.
Regards,
[redacted]

We are sorry to hear of this experience.  However, after review of your case history and order history, it does appear that you subscribed to the service in 2014 as a 30 day free trial and that service was never cancelled.  We have offered you a refund for one year which appears that you...

have declined in case number [redacted] dated June 26, 2017.   However, since there was no request for a cancellation of service prior to June 26, 2017 we will not be able to provide a full refund.  If you would like we will be more than happy to honor a refund for 1 year of service.A refund was also processed in the amount 29.98 directly back to the credit card on file on 6/22/2017 for the months of May and June.If you would like to proceed with a refund for 1 year of service, please let us know in a reply email. Neat Customer Care

A review of your account includes emailed correspondence within case [redacted].  The case is assigned to an agent by the name of Louie who will be reaching out to you today to discuss credit towards the coud service as compensation. However, please note this is not a scheduled call back as a specific time request has not been provided.