The Neat Company, Inc

Review: The neat scanner Model Number ND [redacted], according to the advertisement dated April 13 2013 on their website www.neat.com and also when this purchase took place claimed it will scan tax documents and there was no restriction on number of pages it can successfully scan. I was scanning my tax document 10 pages A4 size paper and the scanner would get stuck every time it reaches 5th page. 10 pages fits on the feeder. Sometimes the scanner would not accept page. And most often it would fold/crease/rip my important document pages. I have taken all the steps as presented on their support page to clean the header/roller but the paper still jams up. I have contacted their warranty department and they sent me a replacement scanner and the same thing happens. In the advertisements the scanner is shown to scan pages seamlessly. But in reality I have to attend to the scanner and the pages don't come out the same paper quality they went it. My tax return was filed by [redacted] and they gave me a copy of it in A4 size paper from their standard printer. This is what I am trying to scan.

I feel like a fool to be spend so much and make so much effort to get it to work when the company continues to advertise wrongly. I have spent a lot of my personal time to get it to work but in vainDesired Settlement: Check and compensation for time wasted

Business

Response:

We have reviewed the previous email exchanges between the customer and technical support agents; from what we see this is possibly a work flow complication. We will be happy to have a dedicated agent work with the customer to provide further assistance.

Company has not supported its products or customers since Mac OS X 10.11 has been released. Since July 2015 company has admitted its drivers are not compatible with operating system to allow their hardware to operate. They have not informed customers in advance and have not provided any resolution.

Review: I first contacted Neat using their online support section on August 3, 2014 explaining that the backup of my scanned items was not working and I was unable to save these scanned items. They responded back August 4 and I utilized the solution instructions they sent me. I mmediately sent a reply saying this solution did not work. I then sent several screenshots per their request. After waiting many weeks I emailed again asking for assistance on Sep. 4, 2014. I did not receive a response. There is no phone number to call for customer support that I could locate. Since Sep. 4th I have emailed them twice more and gone to the online chat site 3 times. Regarding the online chat, I waited at least 30 minutes in the queue before being disconnected without assistance the first time. The second time, I waited in the queue for 45 - 60 minutes before being disconnected without assistance. The third time, I waited in the queue for about 15 - 20 minutes then I chatted online with a person for a bit and then was abruptly disconnected in the middle of assistance. It is now past 10 weeks and I have yet to receive a solution to this problem.Desired Settlement: I need resolution to this problem. I do not have copies of the items that have been scanned. If my computer crashes or becomes unusable, those items are permanently lost.

Business

Response:

A preferred date and time is preferred for a direct call back from our tech support team.

Review: Hello! I purchased a Neat personal scanner a while ago. I scanned several personal documents and cannot access them. I have contacted Neat numerous times to no avail. I even purchased their Cloud service in the hopes of accessing this information. I have tried everythign that they have suggested & still I cannot access the scanned files.Desired Settlement: I want assistance in accessing my personal scanned information & desire a cancellation of the Cloud service.

Business

Response:

The Neat Company is reviewing the technical issue experienced by [redacted]. The open incident ([redacted]) has been assigned to one of our senior Technical Support Representatives, who will be working to resolve the issue and contact [redacted] soon.

Per [redacted]'s request, the NeatCloud trial has been cancelled and no charge will be incurred for this service.

The Neat Company

Review: After watching the Neat Compnay commercial on the television, the "special" pricing listed in the sales advertisement did not match the amount my credit card was charged. In ordering the Neat Reciept product, the customer service person did not disclose ALL of the pricing information, where I only authorized payment to be deducted from my bank account in the amount of approxiately $120.00. ($119.??) To date, The Neat Company has automatically taken $201.78 out of my personal checking account. After speaking with Customer Service again, they informed me how another $49.95 will be deducted next month for my last payment. (NOT AUTHORIZED)Desired Settlement: Allow me to return the product in the box in came in (used only once) for a full refund.

Business

Response:

We are currently investigating this complaint - as we do not provide any pricing through the commercials which air on television. Pricing is only provided when the customer calls in to speak with a Neat sales agent, through the www.TryNeat.com, or through the web-store site: [redacted]. If the customer would like to provide an order confirmation or any other pertinent information we will happy to review.

Review: I used Neat Receipts to scan receipts and documents for my 2013 taxes. I noticed it kept crashing, which required me to start again. I'd start again and notice my data was intact, so I figured I could get through this year and then not use the scanner. I wrote to their customer service (I have a problem that there is no live support during tax season and the only way to contact them is by e mail.) I received a return e mail, which outlined some directions that would enable me to send a copy of the product's desktop.

The directions were so confusing I was not able to complete what they were asking me to do. The e mail further directed me to their website with their not-so-helpful Help Topics. What I needed was to talk to a person who could walk me through what to do.

I kept scanning and got the "crash" error message again. The application did not close, so I kept scanning. It crashed again and upon rebooting I noticed an entire folder of receipts was missing. After retracing my steps, I finally figured out how to do a search and I found the missing folder.

This product is not easy to use; it crashes way too much and is causing me more work than if I entered all my receipts manually into a spreadsheet, which is what I used to do. I am completely dissatisfied with it.Desired Settlement: I am requesting a refund check in the original purchase amount.

Business

Response:

[redacted] states that her Neat software has recently been crashing and wants to talk to a representative for assistance. [redacted] is also requesting a refund check for the original purchase amount of the scanner that was purchased on 12/20/12.While The Neat Company will not honor a refund for a product purchased that long ago, our Technical Support staff will offer live support even though the scanner is no longer covered under warranty. If [redacted] provides a two hour window of time and a good day to call, as well as the best phone number to call during that time, one of our technicians will call to assist. [redacted] can also contact The Neat Company directly at ###-###-####.Please let us know if there are further questions or concerns.The Neat Company

Review: Back in 11/26/12 I bought Neat Scanner to scan my documents. I did not subscribe for Neat Cloud, all they did was they gave 30 days free subscription. But I never went to there site and registered for Neat Cloud. They been charging $14.99 per month starting from January. Every time I am calling them they keep me on hold for 30 minutes. I have emailed several times, there is response but no action.Desired Settlement: I need refund from 14.99 per month from January to September. I have all the emails, if there is option I will upload

Business

Response:

Per your request, I have set your NeatCloud account to expire at the end of this cycle. It will not renew and you will not be charged further for this service. However, NeatCloud was selected to be added to the web order on 11/26/13, and our Return Policy states that electronic only services are non-refundable. Attached is an image of the window that NeatCloud was selected from. Your original Order Confirmation also reflected the fact that NeatCloud was added to the order.

Review: Business did not provide return policy services, charged credit card without authority or notification, and did not comply with agreed complaint resolution.Desired Settlement: An written explanation of charges, including authority, explanation for arbitrarily charging credit card without permission or reason, and reason for failing to respond according to agreement. Also a replacement for defective product.

Business

Response:

[redacted]'s order of the NeatReceipts scanner had originally been set up on a

deferred payment program, with the first of four payments to be made

automatically 30 days from the order date. The original order total was $226.74

($199.80 for the NeatReceipts scanner, $12.89 in sales tax and $14.95 for

shipping).

On 6/17/14 the first payment of $52.95 had been made automatically, one month

from the order date. [redacted] contacted The Neat Company requesting to pay the

balance and receive the discounted rate of $179.80. This request was approved.

The adjusted balance of $137.65 was captured, totaling $205.55. A refund had

also been initiated for [redacted] on 4/17/14 in the amount of $21.20, and this

will post to [redacted]'s account within a few business days. This refund serves

as an additional discount. In regard to the charge of $14.99, this was for the NeatCloud service. [redacted] indicated this service was unwanted, so it had been cancelled and a refund set up in the amount of $14.99.

For scanner replacement, our Technical Support team will need to be contacted

here: http://www.neat.com/helpcenter/. Our

technicians are available via chat and phone.

Best regards,

The Neat Company

Review: BOUGHT FOR 500 DOLLARS AND I CANT EVEN GET A LIVE SUPPORT. NEAT WEBSITE IS SO UNORGANIZED AND THE HELP CENTER IS NOT EVEN CONNECTING TO MY NEAT ACCOUNT. NOW THE SYSTEM COMPLETELY STOPPED WORKING. I BOUGHT THIS SYSTEM NEARLY FOUR MONTHS AGO AND IN MY FIRST SCAN I CANT SWITCH IT ON. I FILED COMPLAINT AND THE COMPANY WAS PLANNING TO SEND THE BOX TO RETURN, NEVER DID IT. THEN I LOSDGE A COMPLAINT ON WEBSITE GIVING ALL THE DETAILS AND THEY STILL REQUIRE THE DETAILS. WHEN THE COMPANY WANTED TO SELL THE PRODUCT, THEY CALLED ME ANYTIME IN WEEKENDS TO PUSH THE PRODUCT. ONCE I BOUGHT THE PRODUCT, I DONT HAVE CUSTOMER SUPPORT TO RESOLVE THE ISSUES. MY DETAILS OF THE PURCHASE GIVEN BELOW:

Full Name: [redacted]

Mailing Address (Non PO box): [redacted] MD [redacted] Phone number: ###-###-####

Software Version (Help>About on PC Neatworks>About on [redacted]): [redacted]

Model number (M/N) of the scanner (found on the bottom): NC-1000

Serial number (S/N) of the scanner: [redacted]Desired Settlement: I WANT TO RETURN AS I AM NOT SATISFIED WITH THE CUSTOMER SERVICE.

Business

Response:

**. [redacted] requests a refund due to the customer service experience, and the desired replacement scanner not being processed.Neat

was contacted on 5/19/14, and Case# [redacted] was created. Neat is more

than happy to resolve the original issue by replacing the defective scanner, and if electronic messaging is

not the desired contact method, a speedy resolution can be reached over

the phone. **. [redacted] can contact us directly at ###-###-####, or if a

two hour window of time is provided for a preferred call back time, one

of Neat's representatives can call to resolve the issue.Please let us know if we can be of further assistance.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:

I did not lodge the complain just on 5/19/2014. These are the events:

Review: The company agreed to set up payments for the balance of the product. After the thirty day trial the drafted the full amount$428.83 out of my account. The payments were to be split into three separate payments. With doing so the balance in my check book was off. This caused four checks to bounce that would have been covered if the original payment of $128 was drafted and not the full amount $428.83. I paid the bank $12 for each check that was bounced and the companies return check fee. I was absolutely embarrassed. Then the Neat Co. drafted out a payment after taking out the full amount. I called in and the lady tried to tell me that I didn't sign up for payments I was to pay the full amount. She argued that with me and said I wasn't able to get my money for five to seven business days. They held my money from 12-4 till 12-16. On 12-6-13 they debited $16.04. Then on 12-12-13 they debited another $128.98 from my account. The product was returned and received on 12-12-2013 sales order number [redacted]. I returned the product because of all the confusion and frustration. I work fifty some hours a week. I don't have time to be running down my money because of mistakes. I purchased this product to make my life more organized. I didn't expect to go threw this. Sales order number [redacted]. Incident -[redacted].Desired Settlement: I want the fee's for all four checks that was returned refunded. At $12 NSF fee each plus a $35 return check fee each. A total of $192. I want all the money that has been debited from my account from this company. Stop sending emails on tips to use the neat to [redacted].

Business

Response:

[redacted] states that due to a billing discrepancy, overdraft charges and bounced check fees were incurred, and would like to be compensated for these charges.

On 12/13/13, the order was refunded in the full amount of $428.83, as well as the original shipping cost of $14.95. Later on 12/13/13 [redacted] contacted The Neat Company reporting the overdraft charges. The Neat representative asked [redacted] to provide us with a copy of the bank statement showing the overdraft charges, and this has not yet happened.

The Neat Company is willing to reimburse [redacted] for the overdraft charges incurred by our billing once we receive an attachment of a statement showing the charges. [redacted] can provide the requested statement to our billing team here: http://neatreceipts.custhelp.com/app/csask

Please let us know if there are any questions or concerns.

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. I have attached all fees associated with the transaction. [redacted] has charged a fee of $25 for the bounced check along with the banks fee. I do want the neat company to be responsible of any other fees that may occur in the future for the bounced checks. My bank has also investigated the issue and agreed if the money hadn't been debited the checks wouldn't have bounced. My bank "[redacted] Credit Union" has also sent a letter to the Neat company at 3401 Market-Frankford Line, Philadelphia, PA 19104.

Regards,

Review: I called The Neat Company last month and cancelled my service account. I no longer wish to have use of any of their services. They assured me that the account would be cancelled, but I had to pay the then existing charge. I paid the charge understanding that this account would be cancelled. I spoke with my credit card company and notified them that it was cancelled.

I see now that they again charged my card for their services. I am now sending them a notice, but I do not know how to stop them from charging the card. I was given assurance that they would discontinue this account.

I will call again tomorrow to repeat the cancel notice, I will send an email cancelling this service and I will mail a letter of cancellation. I do not want another charge from this company.Desired Settlement: Cancel the last charge, - refund it if the card covers it. AND` STOP THIS SERVICE!!! DO NOT CHARGE MY CARD ANOTHER TIME.

Business

Response:

The subscription was cancelled as requested. However, a refund request wasn't applied for the charge applied. We do apologize for the inconvenience. Please allow 5-10 business days for refund processing in the amount of $128.27 to your [redacted] ending in [redacted].

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: Dear Sir: You kindly sent me an email response forwarded from Neat Co. that said they would process a refund in the amount of $128.27 to my [redacted] ending in [redacted] within 5-10 business days. The complaint was dated 11/9/2014.I have not received any refund. Nor have I see a cancellation of the account against future charges. The response was sent 11/11/2014.Please help me to stop charges being continued, and a refund sent as stated.Thank you,[redacted]

Regards,

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: Dear [redacted], I am attaching a letter that I wrote to the Credit Card company ([redacted]...[redacted]). I faxed them a copy of your letter to me, since not only did [redacted] inform me that they had NOT ever received a offer for a return of charges (where the charge is made), but they again charged the account for Dec. 2nd. I now have two more bills to pay, because they have continued. I do not know who to go to for this. It is robbery and fraud at this point. I have had to cancel my credit card just to be able to stop paying for a canceled standing.They now owe me $128.27 plus 3 x 14.99, a total of $173.24.Is there a way to make sure that this becomes public knowledge? I feel badly for anyone who thinks that it is just an agreement, and would like to warn them prior to their having any obligation to Neat Company.Thank you,[redacted]

Regards,

Sandra Fodi

Business

Response:

Within the letter attached (dated 11/9) [redacted] states: "I called more than one month ago to have my account

cancelled. Today I checked my credit

card and there has been an additional charge to my account from your company.". A refund request was submitted on 12/10/14 for billing applied on 10/2/14, 11/2/14, and 12/2/14. Refund processing was applied for charges made relative to the time frame provided. Please see the attachment for a record of refund processing.

Review: I RETURNED A PRODUCT AS I WAS TOLD TO DO SO BY THE COMPANY UPS OR REGULAR MAIL I DID MAIL IT BY REGULAR MAIL BACK IN DEC.2012. SINCE DEC 2012 I HAVE NOT HEARD FROM THE COMPANY NO PHONE CALLS, NO LETTERS , NO EMAILS. ON MAY 18TH 2013 THEY TOOK $ 149.00 FROM MY CARD AFTER CALLING THE COMPANY SO MANY TIMES ASKING FOR A REFUND THEY JUST KEP ON PASSING THE BUCK TO SOMEONE ELSE. I ASKED TO TALK TO A MANAGER THEY SAY THEY ARE ALWAYS BUSY. I ASK FOR MANAGERS TO CALL ME BACK AS OF NOW NO RETURN PHONE CALLS. I FOUND OUT THIS COMPANY HAS 78 COMPLAINTS AGAINST THEM FROM Revdex.com. ALSO I FOUND OUT FROM THE MUNICIPAL SERVICES BUILDINGIN IN PHILADELPHIA THAT THEY HAVE NO CITY LICENSE ONLY A STATE LICENSE # [redacted] I SPOKE TO [redacted] AT THAT BUILDING SHE TOLD ME TO LET YOU KNOW THEY ARE ALSO SHOWING TWO ADDRESSES THE OTHER ADDRESS IS SHOWING [redacted] THIS IS FRAUD SHE TOLD ME THIS IS NOT LEGAL TO RUN A BUSINESS IN THE CITY WITHOUT A LICENSE. PLEASE HELP ME THESE ARE NAMES OF PEOPLE WHO TOLD ME THE MANGERS WILL CALL ME [redacted] AND THESE ARE THE PEOPLE WHO ARE IN CHARGE WHO I LEFT MESSAGES TO CALL ME [redacted] AT [redacted] THANK YOUDesired Settlement: REFUND

Business

Response:

Response to Customer Review:

Review: I purchased the neat mobile app Oct. of 2012 with my credit card for a 30 day trial and my card expired 11/2012 and I did not get billed again until 7/27/2012 for 6 charges of $14.99 without any notice and my account should of been canceled for non payment last November when my trial ran out and they did not have new credit card information, so someone played with the dates until they were able to send the billing thru, but I did not authorize the payments on this new card so they fraudulently charged my new card without me giving consent to do so, they changed my info without my consent because their is no way they could of charged it unless they figured out the new dates because I did not give it to them and it has been 9 months with no contact from them by mail or email asking for the new information and they have my email on file and they had 9 months to contact me about this but they did not and they charged my card without my approval, they fraudulently changed the information please have them prove they contacted me for the new expiration date and prove where I gave it to them and consented for them to charge my card because they cant unless they commit fraud, which they already did without my consent I only gave them my old credit card info last year and only approve transactions on that card, someone changed the info without my consent, they committed fraud, I did not use their service after the first month after the trial ran out so they are trying to collect money for something I did not use at all past the first 30 days and they should be able to see that and the fact they billed my account for the last 6 months at once with no warning and by committing fraud someone should be held responsible for changing the info without my consent that is not the way to do business the account should of been canceled for non payment the second month and after the trial ran out but they decided to play with the dates until they figured it out and than bill me for something I did not use or want because I would of gave them the new info If I wanted the service but I didn't and did not use it so if they need money that bad and this is the only way they can get it, is by committing fraud than I feel sorry for themDesired Settlement: I have canceled the card so I would like a refund by check, I did not use the service that they are billing me for and want my money back,and someone to be held accountable for changing the information on my card without my consent that is not the right way to do business by taking money out of people's account without notice at all and by committing fraud

Business

Response:

The Neat Company will be reimbursing the customer in the amount of $59.96.

Review: I purchased a Neat copier organizer I believe in march or april of 2013......I put it on a credit card....For some reason the credit card was declined...THe Neat company failed to contact me about the payment declining...then I get a letter in the mail threatening me with collections because I didn't pay them...not mentioning the credit card declined....So I called them ....after then finding out about the credit card I told them I would be sending them a check...Which I did on may 22 2013.....a couple of weeks later I get a letter from a collection agency stating I still owe the Neat company 399.80.....I figured the payment didn't reach them before the letter was sent..so I let it go.... I had check with my bank and saw the check was cashed june 3rd , 2013.... the letter was dated before that. So I figured everything was okay.....WRONG.....On June 15th I get another letter from the collection agency(dated june 7th) stating I still haven't paid the Neat company! this is 4 days after they cashed my check....I called the neat company on june 17th to complain again. They stated they received the payment but it still hasn't been posted to my account! this now is 2 weeks after they cashed my check!! THis is ridiculous......they send me to collection when they have my payment..but being they are incompetent with posting payments to accounts I get sent to colletcions....Desired Settlement: I would like a refund of a portion of what I paid for all the trouble they have been to me and they need to change the way they post payments to accounts and NOT be so fast at sending people to collections when its their fault for not posting payments in a timely matter

Business

Response:

The customer has been removed from the collection status and should no longer receive any collection notices, as he is now in a "Paid in Full" status.

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: they have not ONCE apologized for there incompetence...and I want a refund of 25% of what I paid for all the trouble they put me through and for sending me for collections because THEY didn't post the payment I sent when they received it and waited almost a month to post it!!!

Regards,

Business

Response:

The Neat Company sincerely apologizes for any inconvenience the customer has experienced, but unfortunately, we will not be able to refund 25% of what the customer has submitted for payment.

Review: Purchased NeatConnect 3/30/14. The original unit screen (touch screen) died and was replaced under warranty within 60 days satisfactorily. Now the replacement unit is placing a 1 inch black bar down the center or each scan. I have called tech support, chatted online, and emailed support. A week later, they no longer respond to my Emails. They are repeating troubleshooting steps that we have already covered last week. The Case # is [redacted]. I'm paying to use the neatcloud storage feature which is at useless since I can't scan anything new. I'm behind on my audit and feel ignored. I'm holding, #23 in queue now, 45 minutes it quite long for support. Something is seriously wrong if this is the way they are doing business now.Desired Settlement: Replace Scanner under warranty which is valid. I have already emailed photos of serial number, model number etc. to neat company.

Business

Response:

[redacted] requests a replacement scanner for the one that is not scanning properly.A

Neat representative has completed the case that had been submitted by

[redacted] (case# [redacted]). On 9/24/14, a communication had been

submitted to [redacted] requesting information required to process the

replacement scanner. On 9/25/14 the requested information was provided

via email, and this morning a replacement scanner has been processed and

will be shipping out shortly.Best regards,The Neat Company

Review: My husband purchased the Neat System with the understanding that it was a trial period and he could decide to keep one, both or none of the units. We decided not to keep any of the neat system units, we were sent one return label from the company for their preferred shipper UPS. On 1/23/13 two boxes withe the supplied return label were taken to UPS, we later found out in February after my husbands account was charged $123.94 that the neat company said that they never received the desktop unit. We called UPS to investigate lost package, then we called the neat company to report the issue. All requests were followed and in the end we were told that The Neat Company needed to call UPS and launch investigation, we were told that we would be contacted. We were never contacted and received a collection notice in the mail. On June 6, 2013 my husband called to inquire about package investigation and subsequent refund of original charge. On June 7, 2013 we noticed my husbands account was charged $99.95 three times totaling $299.95. After emailing the sales department on 6/15/13 with no response, followed by a phone call on 6/24/13 requesting to speak with a manager who I was told was "[redacted]" with no last name ( actually staff told me that it was against company policy to provide me with her last name). I was told that the request to have the manager call me back was entered into the system, needless to say to date there has been no return phone call. We were basically told that they went ahead and charged my husbands account because they did not receive the return of the desktop system despite them failing to launch investigation with shipping company.Desired Settlement: refund total amount $423.89

Business

Response:

Customer purchased two units, one NeatDesk (8lbs) and one NeatReceipts (2lbs) (on separate orders). Customer requested to return both. Two separate return labels were generated and emailed to the customer. Customer stated both units were returned under one shipping label (2 cartons). Neat received one unit back, the NeatReceipts, wt. 2lbs. as reflected on shipping label/and UPS records.

Review: I ordered a scanner a couple months ago from the neat company. While it was still under warranty (able to be returned) It worked okay. However, after only a month or two of minimal use it no longer works well. It is advertised to be able to scan multiple papers, receipts, etc at a time and into your "neat cloud", a file on your computer. However, the scanner I have can only scan one page at a time and it is often not scanned well enough to even read on the computer. I have contacted the company several times. The first time I was transferred to technical support where I was on hold for over 45 minutes and eventually it just disconnected me. At that point I attempted to email technical support but their website kept denying my request to submit the email. The next day I called again. The lady I spoke to said the lady I had spoke to had not even noted my account about the issue. She said she but in a request for a technician to call on that day. I did not receive a call. I then received an email asking about my experience with my calls with the company. I exclaimed that I was not satisfied and had ben trying for days to talk to someone about the machine. Whether it needed to be fixed, repaired, replaced whatever they typically do in these situations. I still have not ben contacted by them for several days. I feel like they falsely advertised the way their machine works. It does not scan as many papers as they say it will and not as clearly as they say it will. Also, I can not contact any one to actually assist me, which their website says they have support available.Desired Settlement: I would just like my money back, I will happily send them their machine back (shipment paid for by them) with all the accessories it came with. It is still looks like it did the day I received it. especially since it has never worked properly and rarely used. I do not appreciate the way the company "offers" assistance to help with any issues. They did not, they have ben ignoring me for a week. With the amount of work my business does, I simply do not have time for this type of paper work to build up like this. Their whole advertisement exclaims the convenience of their machine, which for me has not ben at all. In fact just a waste of both money and valuable time.

Business

Response:

Customer purchased NeatDesk in Oct 2012. Customer requested to cancel NeatCloud service September 3, which was processed and noted on the account. Customer requested technical assistance on Sept 4. A request was made to reach out to customer on Sept 4, 2013. An data entry error prevented someone from reaching out on the same. The request for service ticket has been corrected and assigned to a technician for review of issue. There is no contact noted prior to 9/3/2013.

Review: I had the company take 3 identical payment 2 days apart. We had only authorized one payment a month. I called the company to be issued a refund and was told that I was not able to get one due to the pact the payment went out already.Desired Settlement: I want my 2 payments refunded and taken out when they should have been. In the following months.

Business

Response:

We are moving forward with resolving this complaint by reimbursing the customer the amount requested in the amount of $200.00

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.

Review: I purchased the neat scanner model # [redacted] around June 6 2013 and had 30 days to try before paying for the machine.

When the box arrived, it was totally wet so I called and another machine was shipped to me.

When the second one arrived, I got very busy to try it, so when I got around to set it up I realized it did not work.

When I tried to scan 7 pages, it will skip every other page and for the one it scanned only a few lines will show up.

I immediately contacted them and at that point the 30 days had passed.

I was told I needed to subscribe and pay for the cloud feature for $15 for it to work properly because I also needed the scanned data to be sent to an accounting software.

I tried on several occasions to work with Tech Support and gave up and stopped paying for the $200. owing for a machine that does not work.

They have now sold the balance to collection agencies and they are ruining my credit.

I called today to find a common ground to resolve the issue and to return the machine to them and asked them to keep the defective machine and the $200. I have paid them and call it even and they refused and told me to send them the $200 balance before they will send a new machine that works.

I don't think it is fair for me to send them any more money for another defective machine.

I need help to resolve this and to clear my credit

Please note: I called to complained and don't remember the exact date but I know it was outside the 30 days trial period.

When I called today I was told to pay the balance and sell my machine to someone else.

Why will I sell a machine to someone knowing it does not work. I could not believe the customer rep will make such a suggestion.Desired Settlement: I need them to allow me to send the machine back to them and clear the balance owing and stop selling my balance to credit collection agencies to ruin my credit.

This has already dropped my score and causing financial difficulties for me.

I do not want another defective machine.

Business

Response:

[redacted] requests that the scanner be allowed to be returned and the balance

of $199.90 be forgiven. The replacement scanner was delivered on 6/14/13, eight

days after the order was originally placed. The trial date had also been

extended to accommodate this. NeatCloud was ordered at the time the scanner was

ordered, on 6/6/13, and was confirmed in the original order confirmation email

sent on the same day. Neat has a 30 day money back guarantee and a

one-year manufacturer's warranty on new scanners. If the scanner had been

determined to not be functioning properly, Neat would have replaced the scanner

during the manufacturer's warranty period. At this time, even though the

warranty has expired, Neat will still offer technical assistance. Our Technical

Support department can be reached at ###-###-####. 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 machine does not work. I have spent countless hours with their Tech support and the machine still does not work.I cannot afford to waste anymore time with them.