The Neat Company, Inc

[redacted]I understand that my team has been assisting you with your issue.  I apologize that this got to a level whereby you had to contact the Revdex.com.  I am hopeful that we have resolved your issue and if not, feel free to reach out to me directly in the future.Kindest Regards,Jeff G[redacted]VP,...

Customer Operations[redacted]@neat.com

First of all, there is no direct customer support line. There is an extensive automated system that seems more interested in phishing telephone numbers and email addresses.
Second, my software began crashing after the third or fourth day of liht scanning. I might be able to complete 1 or 2 scans before the scan. The equipment is much too expensive for such a shoddy issue.
Thrid, my chat technician stated they would only maintain some of the Neat files if I allowed remote access. Relunctantly, I agreed to access of Neat files only. Val, midified user account settings. However, when I agreed to perform a survey of the support, Val remotely connected to my Amazon account and asked me to login to complete tge survey. Yes, I feel as foolish as it sounds. Yes, I have exposed myself to identity theft. Yes, Neat executives shoukd be ashamed.

Hello [redacted],You can download a copy of all of your files here: http://files.[redacted]The file is about 2 GB so it could take some time to download depending on your internet speed.In the zip file is all of your folders and the individual files in each of those folders.To access your Neat cloud account online you can reset your password here: https://[redacted]Your subscription has been canceled so you will not receive any further charges. You can still access your account until 9/5/2015Neat Support

Per our recent phone call a refund will be applied via check instead of your credit card.  Please allow 14-21 days for refund processing via check in the amount of 104.93 for all 7 charges applied at 14.99 for the cloud service.

There is no monthly fee requirement.  Depending of the version of the software you are using it may or may not require a cloud subscription.  Versions 5.7 or below for Windows of 5.4 and below for [redacted] (The icon on the desktop is white with orange triangles, does not require a cloud...

subscription)  However, these versions of the software have become what is referred to as our Legacy Software and is no unsupported.  We have not removed the use from customers on these versions.Customers using our Cloud Powered Software would need a cloud subscription.However, the scanner can still be used to scan to a PDF or other service if the software supports [redacted] compliant scanners.I am unable to locate any direct purchases from Neat that would be eligible for a refund.  If you have purchased within the past 30 days and would like further assistance with a refund within Neat's return policy listed http://www.neat.com/policies/terms-and-conditions/, you can contact one of our agents by visiting neat.com/support.If you have made a purchase of a Neat product from a third party retailer, you would need to return the item to that retailer under their return policy

Hello [redacted],
When you placed your order on-line you were given the option of including a 30 day free trial of our Neat cloud service. After your purchase you also should have received an email confirmation. After 30 days there is a monthly charge of $14.99 + tax to...

continue to use the Neat cloud service. You can see an overview of the features here: http://www.neat.com/helpcenter/neat-cloud-service-overview/ A Neat cloud subscription allows you to sync your data on-line and to other computers, access/edit data from any web browser or smart-phone, upload data from other sources such as your smartphone, email or through a browser by logging in to your account on-line. If you wish to discontinue using your Neat cloud account we can cancel the service and you will not receive any further monthly charges, or you can also switch to the personal plan which is 5.99/mth. You can see the available plans here: http://www.neat.com/products/software-plans-comparison/

Our apologies to the customer for any difficulties which were encountered attempting to obtain assistance for the issue reported to Neat. We have received the customer request to be contacted by phone on 09/06 between 10 AM and 12 PM CST and updating here to confirm the support  call will be...

made on the date requested by the customer. The customer will receive an additional email directly from the support agent assigned to the customer support case. The customer support case will be monitored to ensure assistance is properly provided and the customer issue is resolved to the best of our ability. We appreciate the patience as we work to resolve the issue.

In reviewing your account it appears your scanner was purchased on 9/19/2016.  Unfortunately, this purchase is outside of the return period for the scanner, in which you have 30 days to return.  The agents you worked with attempted to provide you with support.  However, you refused further assistance.Since your purchase is well outside the return period we will not be able to offer a refund.

We are sorry that you are having this experience. We are going to have a senior tech support agent reach out to you to further assist you.

Due the removal of your credit card ending in [redacted] refund processing is pending via check in the amount of 121.80.  If you desire a refund via credit card please follow the link below (within the next 2 business days) to reapply your credit card:  [redacted]...

Complaint: [redacted]
I am rejecting this response because:From: [redacted] <[redacted].com>Date: Wed, May 13, 2015 at 9:13 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] Neat Company did not supply a contact person or phone number that can help me with my problem. I want to speak with a real person, not communicate via email. I have supplied my contact numbers.
Regards,
[redacted]

Hello [redacted],Sorry to hear that you scheduled callback was not completed. I see that you requested a callback for today from 10-12 MST. A support representative will be reaching out to you shortly to help you resolve this issue.

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&gt;About on PC, Neat&gt;About on Mac, or Your Name&gt;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--&gt;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 emailOnce I have the information requested I will then be able to assist further.

[redacted] states that the NeatDesk is not functioning properly and that the
desired outcome is to receive a replacement scanner. Neat has a one year
warranty and will troubleshoot the NeatDesk, as well as replace it if
necessary.
[redacted] may contact The Neat Company toll-free...

at ###-###-####, or may
reply with a two hour window of time for specific day and a technician will call
to assist.
Best regards,
The Neat Company

There was a slight issue with the billing of sales order: [redacted]. The link in the automated email would lead to a message requesting concern only in the event you do not receive a confirmation email within 24hrs.  Sometimes this happens if there is a problem with the request of authorization on our end.  We have closed  your order as requested.  The authorization will drop of within 3-5 business days.

Hello [redacted],If you want to download directly from the cloud the only option is to download the items one by one.  If you would like us to download your items on the back-end for you we can do that. To start that process we would need to reset your password so we can access your account and...

then start the download process. Once complete we can cancel your account and send you a link to download all of your images so that you don't have to download them one by one. Since you started a Revdex.com complaint process, all communication must now be processed through this complaint. You can reply with a rejected response to let us know if we can start this process for you. If you accept this option, once completed we will respond again with information on how to download your data.Neat Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Although I am unhappy with NEAT and their customer service, I don't want them to do a refund and then charge me later.  It is all paid and I want to leave it that way.  I will not recommend them to anyone though. 
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]

We do apologize as we did not properly address the concerns shared during the call on Feb 6th.  We have been able to confirm the charges applied at the end of Dec where for past due billing (July-Nov 13').  You where also billed on 1/6/14 for the cycle ending beginning on 12/11/13....

 The next charge of billing took place for April's billing cycle on 4/11/14.  We where unable to collect billing appropriately due to expiration of your credit card.  An update took place permitting successful request of billing.  January, February, and March 14' request of unsuccessful billing have been dismissed.  You subscription has been altered to an annual personal plan as requested.

We are very sorry for the experience you had.In reviewing the account it does appear the agent attempted to provide you with the solution in order to be able to continue use the software.  I see as of today you have chosen not follow the advice of the agent in order to continue using the Neat...

Software.We have cancelled your subscription and a refund will be processed.  Please allow 3-5 business days for this refund to reflect with your financial institution.  An email has also been generated with confidential information regarding your refund.