The Neat Company, Inc

[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.  However I am still paying for a service (iCloud) that hasn't worked for the better part of 2 months now. I would hope customers would at least be offered a refund or a credit on their account.
Regards,
[redacted]

Hello [redacted],
There is nothing built into to the scanner to reject software updates. The scanner has the functionality of scanning directly to the cloud or directly to your computer as you can see in the steps in this article: http://[redacted]/
If you would like assistance in getting the software setup correctly on your computer so that you can use your NeatConnect to scan to your computer, rather than the cloud, we can setup a call with one of our support representatives that can assist you with that.
If you would like a call, please reply with a 2 hour time frame we can reach you. Phone support is available M-F 9-6PM EST
Neat Support

This company has no customer service, I made a mistake in doing business with this company, they want to charge you for everything even when you are having a technical support, per their website you will NOT be able to obtain any help unless you sign up for a monthly plan. I had no choice to sign up in order to get answer to a simple question that I need answer to small issue. Now that I signed up for the membership I still cant get anyone to answer the live chat or email me, you can forget about calling they will only provide you with an 888 number and that number will hang up on you. So I am out in the cold with no help. I have sent emails requesting assistance and also opened several tickets and NO ONE has responded. NO CUSTOMER SERVICE. Will recommend not buying from these people.

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.

Hello [redacted],
I have looked into your case and I believe I know what is causing your issue. There may be a missing [redacted] C++ Library that needs to be installed that is causing Neat to crash.
You can see steps to fix that...

here: http://www.neat.com/helpcenter/c-runtime-error/
If after trying those steps you still see the same issue, you can see additional troubleshooting options here: https://www.neat.com/helpcenter/neat-has-stopped-working/
Please let me know if you are still having issues after trying those options.

[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.  They requested the Full Name and Mailing Address to send the replacement. How soon should I expect to receive the replacement? The mailing address will be as follow:[redacted]Houston, TX [redacted]USA.
Regards,
[redacted]

I ordered this product for my Doctors office to try to get my administrative paperwork organized. The first day I had the scanner, I spent 4 hours just trying to get in contact with their imaginary, non existent customer service. I have never dealt with such terrible service in my life, especially after spending over $400. If you have ever had to deal with Comcast, then you know how bad it is when I say Neat is WAY worse! They make it impossible to use their scanner and then even more impossible to return the product when you have finally had enough. Their website proves to be just as useless. This product is not even worth consideration and I urge everyone to look elsewhere!

Two
email where sent with prepaid return labels on 2/15/13 and 2/27/13.  [redacted]
has no recording the of the prepaid return labels submitted for the anticipated
return of two scanners.  We would like to make corrections applied to the
charges of billing scheduled to take place of 99.95 (+tax) over the course of 4
months.  We are showing one successful charge of billing on 1/9/13. 
However, at this time we’re unable to locate additional payments.  Our
manufactures warranty is provided for the initial 12 months.  At this time
we are looking to provide an exception once we’re able to confirm full payments
applied for the original order on 129/12 along with a return of the non-working
scanners.

Review: Somehow the billing info you have for me is incorrect. I have called in multiple times to try to correct this. It is extremely difficult to find a person who thinks that can help me. When I do find one of those people, they think they have fixed it, but it still doesn't work. I have received many emails from you telling me my account is past due. I have tried chat, the phone, I have tweeted, I really need someone to take ownership of this and contact me to help me out. I use your service every month, and love it. I just don't want my data to disappear, or lose my account. I want to pay what I owe, but Neat can't seem to get it right. HELP!Desired Settlement: Please call me with someone that can correct my billing information and VERIFY that you can charge my card. I have been trying to get this fixed for months. I am getting frustrated. Please call me on my cell phone.

Business

Response:

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.

Review: The Neat company has continued to charge my [redacted] card for 3 consecutive months AFTER being repeatedly notified to close the account. They have replied twice with apologies and confirmed that the account was closed. HOWEVER, I keep getting charged the 16.34 a month. I have contested the payment with [redacted] also.Desired Settlement: I want a refund for the last 3 months and written confirmation that my account is closed. WRITTEN CONFIRMATION

Business

Response:

**. [redacted] states that there were multiple requests to cancel the NeatCloud service, and that charges for this service continued to occur. When **. [redacted] contacted The Neat Company on 4/1/14 via email to have NeatCloud cancelled, Neat intended to cancel NeatCloud and a refund was set up in the amount of one of the monthly payments. In error, NeatCloud had not been cancelled at that time, and **. [redacted] was charged again on 4/25/14, as the NeatCloud service had not been properly cancelled. To confirm, NeatCloud has been cancelled on 4/29/14, and will not be billed further. The Neat Company will honor the request of a refund for a total of three payments of $16.43. One refund was initiated on 4/30/14, and the other two refunds were initiated today, 5/5/14. All three payments will post to **. [redacted]'s account within seven business days.Please let us know if there are further questions or concerns.The Neat Company

Review: NEAT company sent me to collection agency sending me letter on 5/5/13 from [redacted], saying that I owed them $392.77.

I bought product 4 months ago on their promotion of 99.94 for 4 months payments, total price for scanner $399.96.

I paid 3 months by mail respectively on time , when I was prepared to send in last fourth payment respectfully on time, I received collection letter I called neat company and told them that I do not owe them $392.77 on collection letter rather only last monthly payment of 94.99. they yes confirming it. I paid with card to her.

later in the day my bank statement shows NEAT company took out $295.00 instead of $99.94.

I spoke with them [redacted] and supervisor [redacted] and they say that they charge me for NEAT CARE SUPPORT AND [redacted] and taxes. But salesman said I owe only 399.94 for scanner, paying it off in 4 monthly payments of $99.95 as confirmed in sales confirmation emailed to me.

it is bad business when NEAT customer service make another added charges that I did not agree to and threaten me and tarnished my credit.

I TOLD them that I did not approve any of these support. at bottom of sales order confirmation it ask/remind customer to add NEAT CARE, but not force it on.

this is a copy of my sales order:

Dear [redacted].,

Your order # Sales Order #[redacted], has been fully shipped.

Shipment Details:

Ship Method UPS Standard (Continental)

Tracking Numbers [redacted]

QtyProduct Name (Part Number) Unit PricePayment Opt

Price Ea. Total1NeatDesk Mac399.95Pay in 30 days - 4 payments of $99.95399.95399.95

Your order is being shipped to:

United States

Thank You for shopping at The Neat Company.

Did you purchase NeatCare? Add it to your order today and receive Accidental Damage Protection, Unlimited Phone Support and Expedited Scanner Replacement (if you encounter a problem)! Visit www.neat.com/neatcare to order today.

Sales: [redacted] | [email protected] | Copyright © The Neat CompanyDesired Settlement: $284.85 wrongful debited minus 99.95 - last month payment = $184.90 - refund to my bank card.

please refund $184.90 to my card

Consumer

Response:

Review: I watched on TV a few times the advertisement of the home or portable office organizer. They listed the portable organizer at $199.99 and the larger Home organizer at $299.00

When I finally received my credit card statement the Shipping was $14.00 plus and the unit price was $400.00 plus! I called the company to dispute the price and they told me the price I saw on TV was for a refurbished unit witch is a out and out lie because there was nothing in the add to indicate it was a refurbished unit!!

I just don't know how to prove my point?Desired Settlement: Just that, a credit card reimbursement for the over charge!

Business

Response:

The Neat Company commercials, which are televised, do not mention pricing at any point during the segment, nor do we advertise refurbished Neat scanners on television.

Review: I discontinued using their online document software and hardware almost a year ago. I have emailed and called the company on numerous occasions. Their website allows only changes in billing, NOT cancellation of their services. Phone customer service is an endless loop of continuous advertising and disclaimers. A person never answers the phone. This is completely misleading!!!Desired Settlement: I want them to close out my account and stop sending me past due notices. Again, I have not used their service in over a year, and sent them numerous emails to close my account and stop the service. Please don't let companies like this to continue to rack up monthly charges for service they don't provide. Thank you, drs

Business

Response:

[redacted] is requesting a refund due to not being able to cancel the

NeatCloud service. The Neat Company's policy is to call into cancel

NeatCloud, and we are unaware of issues with being unable to contact our

Accounts team, though this will be looked into.The first

written correspondence by [redacted] with a request to cancel on

3/28/14 was replied to with a request to contact us overt he phone to

cancel. Neat will cancel the NeatCloud account and will refund the

payments made since that date. There were subsequent payments in April

through July, while the August and September payments had been

unsuccessful. A refund in the amount of $59.96 ($14.99 x 4) will be

processed back to the original card used for payment. Please allow a few

business days for this refund to post back to the account.Best regards,The Neat Company

Consumer

Response:

[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.]

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,

Review: the term as I state are try the neat desk pc for a trail perioed 14.99 then charge the card after the 30 days well I did the trial charge and with in 10 min I get a email with the email stating your order was not susseful well I called my temp card I do not use my main bank account to make online purchsing the reason is I have over 90 figers in my personal account who will compermise there account when they have a option well here is a copy of the account my legal agent john leasel will be getting involed if this cant work thanks have a nice day

Account Info

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Home / Account Info / [redacted] MoneyCard Transaction History

JULY 12, 2013

Card Balance $28.06

Note: If you have recently completed a transaction, it may take 15 minutes for your card balance to update.

Printable Version

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Transaction by type:

Date Description Type Status (-)Charges (+)Credits Balance

07/02/2013 THE NEAT COMPANY payment complete -$114.95 +$28.06

FAQs

What are posted transactions?

What are pending transactions?

Why is the amount pending sometimes different than what I actually spent?

What do I do if I have a question or think there is an error on my card?

For a complete list of FAQ’s click hereDesired Settlement: a refund

Business

Response:

Neat has reached out to [redacted] to address the issue of payment for her order. The Neat Terms and Conditions are attached (as published on our website www.neat.com ), presenting the authorization process when placing a Neat order. A pre-authorization is processed on all Neat Trial 4 installment payment option orders. The pre-authorization was for $14.95 for the Trial, and $100.00 to represent the first installment payment. The $14.95 would be processed and captured if approved. The $100.00 pre-authorization would be released and available on the debit card or credit card presented. If the order was placed successfully, the payment for the installment would be captured 30 days later, upon due date.

Review: My son bought a desk top scanner from this company on April 24 2014. The total cost was $443.79. The order number was [redacted]. It was delivered on 4/30/14. I called the company on 5/13/14 and told them I was not happy because it did not do what I wanted it to do and I told them I wanted to return it and money refunded. There are problems with it as well that I tried to get resolved such as the paper feed things in crooked. They said they would send out a part and that has not been done either. I do not think this is fair. They went back and found the call and said that I did say I wanted a refund. I have had a stroke May 4th of 2012 and I forget a lot of things that is why I still have the emails. All I want is for them to send out a refund for $428.84, that is $399.80 for the scanner and $29.04 for sales taxes. I am not asking for the shipping costs because that is money they had to pay to ship it. I only want what is fair. It is too much money to not be able to use it. It does not do what I was wanting it to do. I can not call them all the time because I forget. I am writing this now as I just got off the phone with them because if not I will forget to do it later or the next day and such. I can send proof that I had a stroke before it was bought if needed. My son bought it thinking it would help me get rid of all the papers I have but I have to put everything in manually and I can not do that. I am sure it works for some people but not for me. Please help get this resolved.Desired Settlement: It can be made out to my son since he bought it. The total I am asking for is $428.84. That is $399.80 for the scanner and $29.04 for sales taxes. He should not be out the money because I forget to call company all the time and I can not put it all in manually because I have a wrist that does not work. He does not have the same bank any more.

Business

Response:

We do apologize for the delay in processing your request. A call back was made to ###-###-#### on 12/4/14 as we where unable to locate a recorded call requesting the return. At this time an exception is being permitted to where an email has been sent to [redacted] providing a link to print a prepaid UPS return label. Please insure the package includes all items shipped and drop the package any place where there's a scheduled UPS pick up. We also ask that you keep receipt copy from the shipper as record of the item being left at a UPS pick up location. Once we receive the item an email will be sent to the email address on file of [redacted].

Review: I order a scanner from the neat company and never recived it and went I call the company all they was saying it on the way and I never recived itDesired Settlement: now the neat company is saying they not respontsiblr for the scanner wont it levean the company that some bs all I wont is my 105.00+99.95

Business

Response:

[redacted] states that the NeatDesk scanner was not received and the request is to be compensated for the payments made.Order# [redacted] was placed over the phone on 11/28/13 and was delivered on 12/9/13. On 11/29/13, the day the order shipped from the Neat warehouse, a Shipping Confirmation email was sent to [redacted], the confirmed email address, containing the tracking number [redacted]. There is no record of a call to the Billing/Customer Service team from the phone number provided inquiring about the shipment, but the tracking number provided all information specific to the shipment and delivery. The Neat Company is more than happy to initiate lost packages tracers with [redacted] within ten days of the delivery date. After that time, customers are able to contact [redacted] directly to have an investigation started. [redacted] can contact [redacted] at ###-###-#### and initiate a lost package investigation by referencing the tracking number [redacted]. The results of [redacted]'s findings will determine whether or not The Neat Company will be able to compensate [redacted] for that order.Please let us know if we can be of further assistance, and we look forward to receiving the results of the lost package tracer.The Neat Company

Review: I was conned into trying a Neat scanner and paid $14.95 to have it shipped to me. I received the scanner in the mail about 10 days later. Didn't like it and called right away for a RMA. Was emailed a Shipping label and I went to the post office the next morning and mailed it back. I received an email confirmation on the 7th of Jan saying that they received it back and that I would be refunded the $14.95 S/H. Today 1-16-2014, I checked my bank acct and saw that they have took $66.63 out of my acct without my authorization. I called the company and spoke to a supervisor by the name of [redacted] and she said it was a mistake and they would expedite a full refund by tomorrow, along with my $14.95 s/h I paid them in the beginning. Tonight when I checked my bank acct again, They have taken another $16.53 out after being told this morning not to take anymore money out. Now they owe me $97.00. They are stealing money and overdrawing peoples bank accts.Desired Settlement: A FULL REFUND and not steal peoples money after knowing they have received their product back.

Business

Response:

**. [redacted]'s order was returned to The Neat Company on

1/7/14, and the return and refund were processed seven business days

later, on 1/16/14. As 1/16/14 was the regularly scheduled billing date,

the payments of $66.63 and $16.68 were processed that morning. When the

return and refund were processed later that day, the charge of $66.63

was voided, and the charges of $16.68 and $14.95 were refunded.

Review: I ordered a Neat Scanner from The Neat Company. Order date was January 2013. In July I noticed I was being charged $15.89 on the 11th of each month. Charges started from January and until July. Called the company and asked what the charges were for. They stated that I signed up for "The Cloud Service". Well, I have yet to even open the scanner and I had no idea what on earth The Cloud Service was. I am not proficient in computer lingo. They explained that it was a service I agreed to at [redacted]e of purchase. I did not agree to this service and was only going to use the scanner to copy receipts. The woman stated that she would cancel my service and needed to converse with her supervisor concerning when I would receive my refund. Well months have pasted and I was going over my statement and sure enough the charges still were debited to my card each month. Also I had never received a call back from the woman. I called again in October. Same answer was given and was told it would be cancelled and a phone call would be returned to discuss refund. Now it is December and sure enough it still has not been cancelled!!! Called on December 17 and spoke operator "[redacted]". She advised me that she did cancel the service and said she is discussing the refund with her supervisor and would call me back by 5:30 (which is the end of their business day). No call was received! Called December 18th and was transferred by "[redacted]" to the billing department to speak with "[redacted]". Called at 4:21 pm. Received an answering machine stating that the voicemail was full for the department. Called again on December 19th. Was transferred by "[redacted]" to the billing department. On hold for approximately 10 minutes. Hung up and called a different number that I searched for and found on the internet. Again transferred and was on hold for 16 minutes. Reached an operator named [redacted]. Explained the situation and asked to speak to [redacted]. Was told she was unavailable. [redacted] put me on hold then came back on the phone and stated that I did agree to this service. I explained I did not. I asked her to please look into her files and she will see that I have never utilized any such service. She stated that she could give me a refund for 3 months. I told her that is unacceptable and I have been billed from January 2013- December 2013 (12 months) for a service that I did not order or utilize. I then told her I would be contacting the Revdex.com for settlement.Desired Settlement: I do not understand why a company would want to take my money for a service that I never signed up for. Why would they do that? I mean I purchased their item in good faith and paid. Why on earth would they want to soil that with this ridiculous charges? I would like a full refund from January 2013-December 2013 for the debit of $15.89 for a total of $190.68.

Business

Response:

**. [redacted] states that NeatCloud was not agreed upon during the original sales call on 1/6/13 and that the charges were in error. The claim also states that The Neat Company had been contacted twice prior to December 17th to cancel NeatCloud.

The original sales call was reviewed by a supervisor. On 1/6/13, **. [redacted] contacted The Neat Company by phone. During the call the NeatDesk scanner was chosen and the sales representative explained the NeatCloud subscription service and the fact that a free month is offered to customers. The following conversation occurred:

(After explaining the benefits of NeatCloud)

**. [redacted]: "And how much does that run?"

Rep: "It's $14.99 a month if you continue with ours,

and you already know to back it up on your own if you don't continue

with it."

**. [redacted]: "Oh, ok."

Rep: "So just let us know by the 6th of February if you don't want to keep it..."

**. [redacted]: "OK"

Rep: "..and they will send you an email on how to set up the cloud and use it."

(During the end of call order summary)

Rep: "If you decide to continue with the cloud it's $14.99 a month as long as you keep it."

**. [redacted]: "OK."

The Neat representative explained the cost of NeatCloud, the terms, and the fact that it would automatically bill unless **. [redacted] contacted The neat Company to cancel the service. There is no record of a prior request for the cancellation of NeatCloud. A record of December's request was recorded, but that is the only logged record of this request.

The Neat company has agreed to refund three months' worth of payments, and this refund has been set up today, 12/20/13.

Please let us know if there are any additional questions.

The Neat Company

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: the company states that I agreed to this charge by saying "OK". That does not indicate an agreement to me. I believe I must of been being fast talked. Also, an email was never received regarding this extra service. The company states that they only have this initial phone conversation recorded and no other ones which seems like a convenient aspect on their part. A call was placed initially in July and several times after that. If the company will check their records, they will be able to determine that this service was never utilized, set-up, and email was never received. I believe the company should reimburse for that simple fact alone. The company also admits that a call was received 3 months ago and the representative never cancelled the service. The company also states to have no record of me calling in at anytime (except the initial call) but I was able to supply the representatives name that I spoke too, which was "[redacted]". The company has refunded 3 months of payments after they could not deny that there was a call placed since I knew the reps name. Unfortunately when I called in July, I did not write down the reps name and the company is running with that. It is clear to me that the company does make ERRORS since they have to go by the phone number you called from in order to find your call. This issue is not resolved.

Regards,

Business

Response:

The Neat Company feels that refunding three months of the NeatCloud service is a fair resolution to **. [redacted]'s complaint. The NeatCloud service was agreed upon during the original sales call and the NeatCloud account had been activated, as a security question and answer had been set up in response to the activation email.

The Neat Company considers this matter resolved.

The Neat Company

Review: I have used the company's products for many years, and have been satisfied. Early in 2013 the company offered a free trial of an advanced version of the same concept. I accepted the free trial and learned quickly (a matter of days) that the new version was not for me.

I quickly canceled the free trial, and retrieved instructions for going back to the previous version (which required extensive work on my part).

The company continued to bill us for the new version, though we had requested cancellation, never used the software, and needed to invest considerable time to reverse there "Free Trial".

Since early this year we have made repeated attempts to stop the billing and give our money back. In one instance that promise was made. Unfortunately by phone so I have no record of the event.

The company's most recent stand is to stop the billing, but give no refund on the 10 months plus of unauthorized billing for they have no record of any contact by me. I have provided the email exchange that announced my need to go back to the previous version, but that is not proof enough.

I believe they knowingly continued to bill me in the hopes that I would attempt to used the software, OR that there unauthorized charges would not be noticed at my end.

I personally consider this to be an unethical business practice, foe which I am being victumized.

Can you help, if not can you direct me to someone who can. I retired in May and must no meticulously watch every dime that leaves our account so a refund is of importance. But the "principle of the issue" is what bothers me most. The bate and switch aspect of "Free Trials" that are so commonly used online these days are a matter which needs some attention. I am retired and hope to invest some of my retirement time to expose this dubious approach to selling.... ThanksDesired Settlement: I would like a refund personally, I would like an apology for the time and energy I have needed to invest, and I would like some indication that the practice of "free trial" will be modified so as to not victimize the consumer in general

Business

Response:

**. [redacted] states he was unaware of the charges incurred for the NeatCloud service, and wishes to be refunded $169.50.

**. [redacted] signed up for NeatCloud from www.neat.com on 11/3/13 and provided his credit card number for payment of the service. The checkout page stated that the cost for NeatCloud is $14.99 plus tax per month, but that the first month is free.

**. [redacted] contacted The Neat Company on 2/1/13 reporting problems with the NeatDesk scanner that was purchased in 2010. Though the scanner was well outside of its warranty period, The Neat Company replaced the scanner at no cost on 2/7/13. **. [redacted] qualified for a replacement scanner outside of warranty as a NeatCloud subscriber, as one of the benefits of NeatCloud is that is provides ongoing scanner coverage. If **. [redacted] had not been a NeatCloud subscriber, the scanner would not have been replaced.

The NeatCloud account has been cancelled as of 12/9/2013 and **. [redacted] will not be charged further for this service, and will no longer receive the benefits NeatCloud offers. **. [redacted] benefited from the NeatCloud service in multiple ways, including receiving a replacement NeatDesk scanner, and is therefor not eligible for a refund.

Neat Billing

Review: Scanner ordered. Shipment initiated and lost by FedEx. Never received. Sent 5 emails and call three times trying to get product delivered to me. Each time I talk to them they promise to ship the product but I still don't have it. Product ordered in June. Think I have been very patient. They charged credit card for the scanner and are now billing me a monthly "cloud" charge. More than able to keep my money without providing their product.

[redacted] order number [redacted]Desired Settlement: I want scanner sent oner night delivery and no cloud charges for 6 months.

Or Refund 100% my money for scanner and cloud with $50 aggregation fee added.

Business

Response:

We will be sending the originally ordered scanner overnight, and crediting the user 6 months of the NeatCloud service, as requested.