The Neat Company, Inc

The NeatCloud is a subscription service which offers many benefits such as unlimited storage, access to the Neat mobile application, and the ability to export your Neat data to a select group of supported accounting software platforms. The Neat Cloud-Powered Software requires an active NeatCloud...

subscription to log in and use.Legacy versions of Neat are available to use at no charge. Please keep in mind, legacy versions of Neat are no longer supported, and you will not be able to receive technical support for these software versions. You can find more information about legacy versions of Neat here ([redacted]). 
To better assist you, I will need to gather additional information in order to identify the appropriate solution to the issue you reported.Please provide the requested information below:Software Version (Go to: Help>About on PC, Neat>About on Mac, or Your Name>About on Neat's Smart Organization System):Operating System Version (PC - Right Click My Computer or Computer and choose Properties, Mac Go to Apple Menu and choose About This Mac):Specific error message text of any on-screen messages:Scanner Model Number (M/N on the bottom of the unit):Scanner behavior:Also, if possible, please send a screen-shot of the error message you are receiving. If you are having an imaging issue, please provide an example of the image you are receiving after scanning and attach as response to this email along with the information requested above.To create a screen shot on a PC:1. Press Ctrl + PrintScrn (button next to F12 on a Windows keyboard)2. Open up MS Paint (Under Start-->Accessories)3. Click on the "Edit" menu, and select "Paste" into a Word document and attach as a reply to this email.To create a screen shot on a Mac:1. Press Command + Shift + 3.2. Find the screenshot as a .png file on your desktop.3. Attach the image file as response to this email
Once I have the information requested I will then be able to assist further.

[redacted],I apologize for the difficulties you encountered in obtaining service from my team.  I believe your issue was resolved with one of my senior technicians, Lee, on February 10, 2016 under case # [redacted].Lee also provided you with his direct contact information should you need to contact us...

in the future.  Please let me know if we did not resolve this issue completely.Regards,Jeff G[redacted]VP, Customer Operations

[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: Neat's statement alone doesn't resolve the matters at hand. Short of account closure, a full refund and an apology for using a credit card for which they had no authorization to use, Neat's response is -at best- premature window dressing. 
Regards,
[redacted]

[redacted]
 [redacted]
I am rejecting this response because:I continue to be dissatisfied with the response from the company.  They have upgraded the software and I have downloaded the software.The good news is that I can finally access my legacy data.  The bad news is that the new software is barely usable still.  It has become so slow that it takes several minutes to complete a simple task.Data sometimes never appears that is scanned and other times simply appears at random is different places.  I really feel that Neat hastily put together an update in response to many complaints from existing customers to quiet them down for a bit.I believe that Neat owes its customers a formal apology for the poorly implemented and poorly thought our changes.  They furthermore owe their customers an action plan to repair the issues that plague their customers.  The company simply threw out a new software without even notifying customers they were doing it.  We found out when our software ceased to work and we called tech support.The company needs to reach out to customers and request from them what the problems are.  They then need to respond with an action plan.  Anything less is unsatisfactory.
Regards,
[redacted]

Our apologies for the continued confusion and difficulties encountered by the customer attempting to install Neat. If the customer is encountering a login message and being prompted to purchase a support plant, then they have attempted to download and install the latest Neat cloud-based software which does require a subscription plant to Neat Cloud. The customer may install Neat's legacy software using the following link: http://[redacted].exe - this version installs locally and does not require a subscription plan. Also, a support representative has responded to the customer's email request and is available to offer assistance as requested.

We do apologize for the extended hold experienced on 3/3.  The initial call was recorded at that time confirming a wait beyond 15 minutes for an account specialist.  Unfortunately we where unavailable  At this time a return request has been applied for the initial purchase made...

online.  Please see the attachment for a prepaid [redacted] shipping label.  Please allow 3-5 business days for refund processing in the amount of 211.90 back to your [redacted] ending in [redacted].  
I've left a voice mail at 1:49 (EST) providing my direct contact information as well.  In compliance with Revdex.com policy all written correspondence must be made through the complaint filed.  For this reason we asked that you no longer communicate through any of the cases created.  Please let me know if there is a request to return the second purchase made of [redacted].  There is also the cloud subscription included in [redacted].  Please let me know if further actions are needed.

Considering a refund has been issued and your financial institution accepted the refund (as previously evidenced) we cannot process another refund.  The financial institution has accepted the funds on your behalf.

Complaint: [redacted]
I am rejecting this response because:
Neat Support told me that since I started the Revdex.com complaint process, all communication must now be processed through this complaint. 
They instructed me to reply with a rejected response to let them know that I accept them downloading my items on the "back-end."  This is because the only way to download your files directly from their cloud is to download each individual item one by one (contrary to what I've been told by 2 support reps.)
They told me that If I accept this option, once completed, they will respond again with information on how to download my data. To start that process they will need to reset my password so that they can access my account and then start the download process.
Once completed, they will cancel my account and send me a link to download all of my images so that I don't have to download them one by one.
Buyer beware: Basically, once you've got all of your info in their cloud, you better maintain the integrity of your desktop database.  If not, you'll be stuck in my situation.  This software/hardware/cloud bundle is a lot more proprietary than I anticipated it to be.
Regards,
[redacted].

We are sorry to hear that you are having difficulties using the Neat Software.  Upon review of your most recent case history dated 10/17/2016, you indicate that you are using Neat Version 5.7.  Unfortunately, this version is no longer supported.  However, in an attempt to assist you,...

the agent you were working with sent you the appropriate instructions to correct the issue that you were having.  As of today, there was no response to that particular case indicating that you were still experiencing the issue.The Legacy Version of the software that you are using no longer supported via live technical support.  If you are still experiencing issues, you can respond to the case number [redacted]. You can also create a new email support case for further assistance using neat.com/support.

[redacted] states that the scanner does not work and that countless hours were
spent on the phone with technical support.
Neat's records indicate that after the replacement scanner was shipped in
June of 2013, there was one technical incident on 8/9/13, where [redacted]
asked for support in importing/exporting information with QuickBooks. If the
scanner had not been working, Neat would have replaced it with a working
scanner. As the scanner is outside of the warranty period, a replacement is not
currently an option, but our highest level Technical Support is willing to
assist [redacted] if we are contacted at ###-###-####, or if a preferred time
and best contact phone number are listed for a callback request. 
As over a year has passed since the replacement scanner was shipped, the
extent of Neat's support at this time is to assist with the scanner as it is.
Best regards,
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Contrary to its recent claim, the company did provide a link in its 8/22/16 message. Again, here it is: http://www.neat.com/support/download-neat-software/The link--and even when copied into a URL--was invalid.As for the company's other question, the e-mail address I used to create a Cloud subscription was [redacted]@[redacted].com
Regards,
[redacted]

For a company to have a product life cycle is understandable. Yet now, I have a very expensive paperweight thanks to NeatCompany. I paid good money for a scanner that the company "no longer supports." And that would be fine to be on my own if it quits working. The problem is that the scanner works just fine, just not with their software. That's right, a Neat scanner will not work with Neat software. Beware if you think of doing business with this company, they'll take your money and leave you hanging high and dry. Oh, and I'm a premium cloud customer too. That just makes it all worse. Buyer beware.

An agent has reached out to the customer to resolve the issue reported here. If the customer is in need of support in the future he may reply to the email sent at the end of the support session and we will reach back out.

[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]After downloading and reinstalling a few times, I got it to work.   You can close the claim. 
Regards,
[redacted]

Our apologies to the customer for any difficulties or inconveniences experienced attempting to obtain assistance for their issue. We have identified the issue as resulting from the customer creating 3 profiles with us  - under different email addresses: [redacted].com,...

[redacted].com, [redacted].com.  Email address [redacted].com expired on 2/1/2016. Accounts under [redacted].com and [redacted].com were never completely setup and missing password reset values.  Spoke with [redacted] who advised that she wanted the account under [redacted].com.  Customer requested that our billing manager speak with her office manager [redacted] at ###-###-####, called requested number and left message for [redacted] to return call to ###-###-####.  RESOLUTION for customer is to move annual essential cloud subscription from [redacted].com to [redacted].com.  Customer will be credit for 13 months of paid service, which would take the paid subscription to Dec 9, 2017.  As additional credit customer will be provided with 2 additional months of service at no cost, which moves the next billing date to 2/9/2018.  Customer was OK with this resolution.

We are sorry for your experience. It appears that the item you ordered is on backorder.  However, in case [redacted], dated 4/12/2017, the agent has initiated a full refund.  Depending on your financial institution, this may take 3-5 business days to reflect as a credit.

[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:  This is the answer they sent me:  MESSAGE FROM BUSINESS:We do apologize as we did miss a follow up appointment scheduled on 4/1/16.  However, we reached out to reschuled, but never received a response.  Please note a scheduled call back is not required as we are an inbound call center.  When you call them, they tell you that you can leave a ten digit phone number & they will call you back.  Why even mention leaving a phone number if they just wrote that they are not required to call back!!  Another excuse!  Now for the unresolved situation.  Since the last response, I have been on their remote setup for another 4-6 hours.  My system is still not working!  What do I have to do to get this resolved?  I continue to loose my time but it seems that they have no real skin in the game!  Again, this is not a new problem.  It's been going on since January of this year!  Then when I asked about a credit for the monthly subscription I have to the cloud, they said they could give me 1 month credit.  Forget that!!!  I have been paying for 4 months so far & am still unable to use it!  I see a Revdex.com Rating dropping quickly if this does not get resolved because I am not going to leave this alone until they get my system working!  It is not only unfair to me, but also to the general public who look to the Revdex.com website & expect accurate information.When something like this is allowed to slip by, it lowers the credibility of the Revdex.com.  Since this situation began, they have not gone out of their way once to resolve this issue.
Regards,
[redacted]

[redacted],As stated previously, the maximum refund we can offer is 3 months. At this point we have no other recourse to resolve this matter through the Revdex.com and consider it closed.Neat Support

An appointment has been scheduled for an agent to assist at 10am EST today.

We are sorry to hear that you have had this experience.We have reviewed your account and processed a cancellation of the Neat Cloud Service, and processed a refund in the amount of 119.99.Your complaint indicates 299.99 dollars however, the only monies paid to the Neat Company is in the amount of...

$119.99 which is being refunded to you.  This is based on the information provided in the complaint.  Please allow 3-5 business days for the refund to be reflect with your financial institution. Neat Customer Care