The Neat Company, Inc

Review: I had purchased a Neat Scanner [redacted] assured by the advertisement that it would work as advertised. Now I have reached out to the customer service and after significant wastage of my time I had received the replacement (twice) but the scanner still cannot process 10 pages of paper without jamming and permanently damaging my important documents. I am just simply trying to scan my tax documents (14 size paper printed from a regular printer). I have spent so much time researching and troubleshooting by myself and then to prove it to customer service I went through the same trouble again.

This scanner company is a scam and I have wasted my $400. I have seen scanners sold by [redacted] process 20 pages seamlessly but this company does not have technical capability to hold promises they make in the advertisements. I have gone through the replacement process twice but frankly I am not assured the next one I will get will work and I cannot justify wasting my time on it any more than I have.Desired Settlement: Refund for the scanner and consideration of the troubles I have went through for past 1 year.

Business

Response:

We will not be able to offer a refund, but we will be willing to work with the customer to assist with any issues he is having with the product. After testing legal sized scans of more than 10 at a time we have concluded our scanners are indeed able to scan properly without jamming or other issues. Also, because of the size of the paper feed it may be necessary, for longer items, to support them through the scanning process. The customer will want to make sure the items are not overly crumpled or creased in a way that would affect the scanning in of the paper. However, we have tested scanning in longer items with no assistance other than the scanners paper tray with 100% success rate.

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 response focuses on Legal Documents, my concern is with regular Letter Sized Documents. I am simply trying to scan my tax papers from my CPA. These pages are not crumpled or damaged. But they are crumpled and damaged once the scanner processes them. This way the scanner has damaged several of my important papers. And just want to add, this is the 3rd replacement scanner I have received from Neat and it has never processed 10 pages or 5 pages at once with 100% success rate.

Review: This company was receiving payments on a monthly basis. However, this month they sent me a letter stating if they didn't hear from me in ten days they would sent my bill to a collection agency. I received the letter on Monday the 20th; I contacted the company on Tuesday May 21st inquiring as ton the nature of the letter. First, I was told it was in error, and I was all paid up. However, the next day they took money out of my bank account without my authorization. When I contacted the company I was told I still owed money, and when I knew they were not taking out enough money I should have called them. I was told by two different customer reps that the company had a glitch in the system and sent error letter to several clients. This is no excuse

This company disrupted my account and cost me $50-00 in overdraft fees in addition to $299.00 they claimed was still owed. Meanwhile, continued to take out monthly payments, The first check they bank would not honor, because of a stop- payment. However, they bank contended they could not do anything with the second check because The Neat company presented a check. I have never issued a check to the Neat company for any merchandise or services. They are unlawfully utilizing my account at will. If I owed them money they should have continued to take the monthly out or notify me of the remaining balance. To this they state their policies have changed-- and without telling the customer. I was not a delinquent customer, and the Neat Company had no right to pull money out of my account without authorization. They certainly have never been issued a check for merchandise or service.nDesired Settlement: I should be allowed to continue to make payments on this account as agreed until it is pain in full. I never agreed to have a lump sum of money taken out of my account. I live on a fixed income and can not afford this. They have disrupted by bills and cost me more money than was owed by this action.

Business

Response:

We have processed the refund as requested.

Review: I purchased the new Neat Receipts scanner to have the latest version and also reformatted my hard drive to make my PC run faster. I reinstalled Neat Receipts using the software that came with the new scanner and my database of scanned documents cannot be opened. I have gone back and forth with them for over two months now sending error logs and following their detailed instructions on how to completely erase all program files then re-install. It seem to me by the work arounds they sent me that this is a know issue. Now it is tax time and I cannot use the receipts I scanned. This is going to cost me money and a great deal of time in regenerating my receipts. I am extremely disappointed.Desired Settlement: I want a live person to call me and help me troublshoot the issue. I am tired of endless email strings.

Business

Response:

We are making arrangements to work directly with the customer to resolve his issue at no charge. If the customer needs assistance in the future once the issue is resolved we will be happy to continue to work with the customer.

This company is a total rip-off and their software have spyware embedded in it. I got their scanner back in 2012 or 2013 and then I got their cloud services. After 6 months to a year, I cancelled the services all together because I wasn't using it at all. The first time I cancelled it, I had a problem with the website cancellation process; so I called their customer service. I was unsuccessful with their customer service due to their system being automated. I would ask to speak with a Customer Service Representative and it kept returning back to the main menu. So, I went back online to see if I can get the Neat Company website cancellation process going again, and I was successful. Then I got sick and went into the hospital and when I got out, there was at least 5 months worth of charges to my bank account. At this time, I had to get my bank involved because they had been charging my debt card without my permission. The results of the bank investigation came back in my favor, plus the bank issued me a new card with a new number.
This wasn't the end of The Neat Company charging me with out me requesting any kind of services or giving them access to the new credit card information. It happen a second and third time and each time, I won the investigation, but the last incident I had to get the Upper C[redacted] Police department involved because now, I'm getting annoyed by the theft that keeps happening without me having any contact with The Neat Company. Each time this has occurred I was issued a new card number. So, my question is, How Did They Get My Information?
Now, I did have their software installed on my computer even after cancelling their services. I'm thinking that I can use their scanner to store my documents locally on my PC and I did. This is what sent my red flag up. I never scanned any of my bank statements in to their software. I just paid bills on my PC without the Neat Software open. So, this tells me that they have some type of spyware because they keep getting my new card numbers. I uninstalled the software after the third incident and by the way, I won the 3rd investigation.

Review: The Neat Company does not provide any other option to cancel its subscription services aside from calling their toll free number. The voice activated menu asks for your phone number and then asks for the nature of your call. I said "Cancel Subscriptions" and was on hold for 22 minutes waiting for a representative. I hung up and called back in and when prompted this time I said "Place an Order". I was immediately connected to a representative. I stated my issue and the representative said that she worked in Sales and could not assist with cancelling my subscriptions. She did provide a 2nd phone number to call (###-###-####). I was connected to a representative after a short time and stated that I wanted to cancel my subscription. During the conversation the representative asked for my phone number in case the call was disconnected. I inquired as to why the call might get disconnected if the representative was only placing me on hold. I was eventually told that my subscription was cancelled and that the representative worked in Technical Support and that is why the process took 10 minutes to complete because the representative handled the call instead of forwarding me to customer service. The technical representative was polite and effective but I feel that had I not been diligent and pursued other methods that I might not have received the same result. It should not take 20+ minutes on hold to cancel a subscription - I feel that the Neat Company has made cancelling a subscription a difficult task to reduce the ability of consumers to complete their request.Desired Settlement: Allow consumers to cancel their subscriptions on-line by accessing their account instead of having to call the Neat Company to cancel.

Business

Response:

We do apologize for any inconvenience involving the request of cancellation. At this time we are able to confirm cancellation of your Neat cloud subscription on 1/14/15. Please allow an average of 5 business days for refund processing of January's charge of billing.

Review: I was a subscriber to Neat Cloud with my Neat scanner for over 3 years. During this time I was charged 149.88 per year. During this time, I noticed I was losing documents and the scanner performed poorly. I switched over to another company and different equipment last year and stopped using the Neat Receipts altogether because documents were lost and the service was unpredictable. This January, I was charged without my knowledge another 149.88. I noticed from the Neat website that I had been overcharged. The premium service for cloud was not 149.88, it was substantially cheaper. Also, I was paying for a premium service that was supposed to give me rapid access to customer support however, I was never given a phone number and Neat website did not disclose the phone number for this support. I tried to reach some at the Neat company for over 4 hours. Each time I was placed on hold or hung up. Finally I reached someone who confirmed that I had been overcharged. I told him to cancel the service and refund my payment. The service was canceled however I never received payment. I tried reaching the customer service rep a week later but all email was returned to sender.

I feel like I have been ripped off. Also, all the important docs I lost have cost me time and money as well. I will never do business with Neat Company again!Desired Settlement: I want a full refund for this year and all prior years that I have been over charged. Since I never had access to the support line I was supposed to have and since the normal support is impossible to reach, I feel I should be given a full refund for all 3 years and an apology. I don't know how this company stays in business especially since there are much better options like [redacted] and [redacted].

Business

Response:

We do apologize as an error has prevented a refund to your credit card of billing for the last charge applied. We are able to provide a refund in the form of a check to the address on file of: [redacted], Moorpark CA 93021. You may also update the credit card on file by logging in to your account of billing ([redacted]). Please let u know of the preferred method.

Review: I purchased a Neat Scanner in hopes of organizing my office and business. For three years I attempted sporatically to get help as the scanner never worked even though it was identified on my computer as properly connected. I continued to be bombarded by email advertising from Neat. I responded to many asking for help and received none. I eventually got a response that if I would subscribe to a service they would help me. The service was not help it was it fact a bill for putting things in a Neat Cloud server. Once I realized they had no intention of helping me get the device running, now three years into the effort to get it runing, but ony intended to bil me for a service that I could not possibly need since the scanner was never working. I contacted them several times via email to cancel. I got the impression they were responding. But I was in error. Finally I had [redacted] block their continued theft via my card. Now they continue to email me complaining that I have not paid for the Neat Cloud service. At best this company is totally unresponsive to the consumer and incompetent. At the worst they are a deliberate criminal organizatin using deceptive practices to steal from the public.Desired Settlement: I wish Neat to make a public apology for their lack of service and to stop billing me for something that I not only cannot use and never desired.

Business

Response:

We do apologize for any misunderstanding in the processing of your order. At this time cancellation has been applied to the subscription. Please allow a few business days for refund processing in the amount of 81.15 back to your [redacted] card ending in [redacted].

My wife and I purchased a scanner from this company to include an online cloud styled service for her parents for Christmas in 2014. They are corporate farmers and could use the organizational tool. We gave them the product for Christmas and transferred all the billing and contact information into their name, as my wife and I have zero use for the scanner.
My in laws at some point got new credit cards. When the Neat company went to bill them their card declined. They never followed up with an actual hard copied bill. They never attempted to contact them in any way.
The company turned it over to their collections department. This is where my families experience with this company became ludicrous and criminal. The collections department went back through and found my bank card information from when the scanner was purchased. They proceeded to charge that card without contacting me. Again I have never used their service and merely purchased the item for my in laws.
I am a SFC in the Ohio Army National Guard, I have completed (3) tours of duty in Iraq and Afghanistan, but I am a full time Sheriff's Deputy in Ohio. These actions are criminal. They charged my bank card, which should never have been on file as the services were transferred. The charge would be Misuse of a Credit Card, defined by using a card without the owners permission and knowledge.
If this act was not bad enough. My wife contacted the agency to tell them the error of their ways. They proceeded to tell her they would refund the money, "once her parents paid their bill". At this point they are holding our stolen money hostage until my in laws have time to call and pay their bill.
My in laws eventually paid their bill, and they informed her the money would be refunded. I re contacted them as the money had not been put back in my account 6 hours later. They informed it would be in my account later in the day or possibly Monday morning. MONDAY MORNING. Good thing I wasn't depending on $160.00 until then.
I could not recommend a company that operates in such a fashion to my worse enemy. I am 30 years old and have never reported any company to the BBC. I as anybody else have bought poor products, or had customer service issues. The criminal fashion which this collections agency has behaved and operated has prompted my first experience. Without a major over hall in standard operating procedures I would be afraid to give this company my banking or credit card information. Please protect yourself and choose another company for organizing you personal information.

Review: back in December I called the company to purchase the neat desk product. the agreement was that I would pay 49.99 a month after my one month trail has ended. the person would took my information took it wrong but not my credit card and I never received the product. I called them told them that I didn't receive the product and they told me they had no record of me and not to worry. a month later my account gets charged almost $90. I called and after an hour of back and fourth they told me that the issued is resolved and my money would be returned to me. it was. now today six months later I look at my bank statement and I have three not one but three charges of $50 from this company. I don't understand why they still have my credit card on file when I don't even have there product this is beyond upsetting to me. this is ruining my account I have checks out and now my account will be over drafted and I will be charged $35 per transaction. yes I can depute this with my bank but that takes time and I shouldn't have to deal with this especially since I didn't authorize these transactions. if there doing this to me how many other people are they doing this too.Desired Settlement: get my account information out of their system and stop billing me for a product I DO NOT HAVE

Business

Response:

We have identified the discrepancy and we are moving forward with refunding the customer (in the amount of $150.00) as requested.

Hi,
I reside in Canada and purchased the Neat Desktop online. At the time of payment, the price came up as $324.96 which should be Canadian Dollar because I entered my address and delivery charges were calculated based on my location.
The billing was done to me for $404.99 i.e. almost $80 higher due to exchange rate.
I have purchased items online previously from USA and the billing amount always matches the online payment amount i.e. they are always in CAD. I feel that I have taken advantage by showing lower price at the time of payment and then billed higher amount later.
I have written emails before and called billing call centre many times. So much time has been wasted just following up $80, however, its a matter of principles for me and I would not compromise on that.
Let's see if this company has morals, principles and customer care.
Confirmation Number 342-SO3336961

Review: This company charged my credit card. Their website does not provide a method to contact them to request information regarding the charge or how to stop future charges. Emails to support were not answered. I finally called the sales department. I was told the money would be refunded, and the service cancelled, however they had no way for me to verify the status of my account online.Desired Settlement: I want the amount of the charge returned to my credit card, 149.88, and I want some written confirmation that they will not charge to that card again.

Business

Response:

We do apologize for any misunderstanding. Cancellation of your cloud subscription was applied yesterday at your request via phone. Future charges will only be applied for a new order request. A refund can be provided back to the charge card, or in the form of a check. Please provided an updated expiration date for the [redacted] card ending in [redacted], or an address for the mailing of a check.

Review: I purchased a Neat Receipt, which is advertised heavily to be a great solution for organizing receipts, and business cards. I have rarely used the receipt and have a new computer and need a software driver for this device. I called their customer service which apparently is from the Philappines. Their call center has so much background noise and the agent can hardly speak English. I asked for a driver, she sent me an e-mail link which didn't work. She explained that she could not help me further and hung up the phone. I would like the driver so that I can use this product. Otherwise, this is just a paper weight for my desk with absolutely no value.Desired Settlement: I need someone who speaks English to call me and assist.

Business

Response:

**. [redacted] states that the drivers are needed to utilize the Neat scanner, and that there was no assistance on the phone when Technical Support was called.

The Neat software can be downloaded for free from this link on Neat's Support page: http://www.neat.com/support/downloads. **. [redacted] also indicated that the Neat account will need to be restored to initiate the download. No Neat account has been created with the email address provided, but a new Neat account can be created right from the login page.

If phone support is still required, The Neat Company will be more than happy to assist if a specific time frame is requested for a call back.

The Neat Company

Review: I ordered filing system on my MacPro computer because I wanted to organize for an IRS audit. I didn't wait for the 30 day free trial, I paid for the monthly service plan. They gave me the free trial anyway, the program worked fine when I scanned my documents during the free trial. When it ended I received a message saying "online sync error" I needed to buy a service purchase a plan. I thought maybe I only bought a month at a time, so I purchased the 1 year plan. It still didn't work. I emailed tech support, told them I paid twice for the service and it doesn't work. They said yes I bought the monthly plan then upgraded to the annual plan. I emailed my service stopped working and they sent me some canned troubleshooting emails that didn't work. I can see my documents on my 3 mobile devices but not my computer, I get "sync error" or "no server". I answered 3 surveys that I was extremely dissatisfied with the service, I have heard nothing back from them. I uninstalled and tried to reinstalled the program, now it doesn't load or work at all on my Mac. So I installed the program on my new PC and I have all the same problems, I log in and can't see any of my online documents. Because they won't support their product I sent an email that I want reimbursement for the service and the $400 scanner, no response.I missed my IRS deadline and I'm very upset!!Desired Settlement: Neither my Mac or PC computers or desktop scanner works on the service, my iPad and 2 iPhones can access the documents. I want the problem resolved and refund the months it hasn't worked, or take the desktop scanner back and reimburse me for that and the service.

Business

Response:

**. [redacted] states that there is a NeatCloud sync issue and wants us to resolve the issue or refund the money paid for the NeatCloud service and for the NeatDesk scanner.

The Neat Company is more than happy to assist **. [redacted] in resolving the NeatCloud sync issue and credit the time that the service was not working properly. Please provide us with a good time and the best number to call so one of our technicians can set up an appointment.

Review: I purchased a Neat Scanner (Receipts) from The Neat Company, and later returned it, because I purchased one in an [redacted] Store in [redacted], PR. The phone given by The Neat Company is one that, when you dial it, it says that it cannot be reached. I have repeatedly sent them e-mails asking them to refund the money paid with my credit card, but I have not been promptly refunded, and will have to pay on the credit card's interest, because of The Neat Company's slowness in refunding my credit card for this scanner, which they acknowledged having received in return. I want The Neat Company to refund my credit card ASAP for the full amount that they initially charged it. It has been impossible to reach a live human being on the phone. I am very dissatisfied with this type of service and would not recommend any of my friends to purchase this company's products, if this is the way they treat their customers.Desired Settlement: I want The Neat Company to promptly refund my credit card for the amount originally charged for this scanner.

Business

Response:

The NeatReceipts scanner that [redacted] returned was received on 1/13/14. No Return authorization was obtained, so the refund process took longer than normal. A refund in the full amount of $179.95 was set up on 1/30/14, and usually posts to the account within six business days of this date.

Please let us know if we can be of further assistance.

The Neat Company

Review: Recently, I bought a scanner from the Neat Company. It was supposed to be 4 payments of 99.95 plus the 14.95 shipping. I paid the 14.95 immediately. Then, on 02/15/2013, I paid $100 through my bank's billpay. On 03/18/2013, I paid $100 through my bank's billpay. On 04/05/2013, after receiving a notice that the bill would go to collections if it wasn't paid in full immediately, I called the company and paid the outstanding balance. they said that amount was

299.85 ($100 more than I owed). I didn't question it - after all - it hadn't been long since I authorized the billpay.

On 05/08/2013, I had an unauthorized debit out of my account for $24.39. I had NO IDEA what was going on. I did call the company. They explained that the $24.39 was for tax. As I mentioned to them, I had received a notice that I was paid in full after my $299.85 payment.

Purchase: 399.80

Payment: 12/31/2012 14.95

Payment: 02/15/2013 100.00

Payment: 03/18/2013 100.00

Payment: 04/05/2013 299.80

Unauthorized Payment: 05/08/2013 24.39Desired Settlement: First of all, the company owes me $100 for my over payment on 03/18/2013. They said they don't have it. It certainly isn't in my account. I would also like a refund on the unauthorized debit of 24.39. This company is very unorganized. It didn't notify me of anything it was doing. They send me emails regarding sales all the time but they were unable to let me know where I stood with payments?

Business

Response:

Review: I authorized a one-time payment for shipping charges for a purchase from this company for my roommate. Because they claim my roommate did not provide an alternative form of payment, they processed an unauthorized charge to my credit card that nearly maxed out my card. When I called to complain I was told that no one at their company would have told me I was only agreeing to the shipping and that they were going to take their money from wherever they could get it. I told them they were stealing from me and their only response was to take it up with my roommate. The operator's name was [redacted]. I have contacted my credit card company to dispute the charges since The Neat Company refused to do so.Desired Settlement: I want my money back and I want it noted on The Neat Company's Revdex.com profile that they charged my credit card without authorization and refused to give me back my money.

Business

Response:

In

regards to Complaint ID: [redacted] - 3/14/2013 12:03 PM

We would like to reimburse [redacted] for the amount of 138.89, which is the

amount in our records as being charged to his account.

We will also be happy to assist with any questions or concerns he may have.

Review: In June, 2013 I ordered Mac software and a portable scanner from this company and paid for the purchase with my credit card. Since then the company has been charging my credit card for a cloud service that I did not order or authorize. Apparently they slipped it onto my receipt as a free trial and then a charge of $16.08 every month after that without my knowledge. I never asked for this service or authorized the company to give me the service and charge my credit card monthly for it. I think this is a very sneaky and deceptive sales practice to add an additional charge to an order. Also, when I tried to update my software recently (which they recommended when I opened the site) a box with an opportunity to try this Cloud service came up on my computer and I could not close it and the software would not update while the box was there. The only way I could get the Neat Company to stop tying up my computer without authorizing the cloud service was to turn off my computer and force the software to close. The Neat Company should be investigated for these practices.Desired Settlement: I want The Neat Company to stop charging my credit card for a service that I did not ask for or authorize them to charge to my credit card. I also want a credit on my credit card for all charges that they have already made on my credit card for this unauthorized service.

Business

Response:

From what our records show, this customer opted into the NeatCloud service and 8 items have been synced to the NeatCloud. A request has been made that the user be refunded for the NeatCloud payments we received, and the user will be receiving the refund within 7 - 10 days.

Consumer

Response:

I accept the refund of this cloud service that I did not opt into (despite what the Neat Company says). Also, I have only scanned a few things with my Neat software and assumed they were being saved on my computer and organized, as per their advertisement of the product. If the items I scan with their software are automatically saved in a "cloud", they are not very clear about that on the software or instructions. I accept the resolution of complaint ID [redacted]; but still think the Revdex.com should investigate this company's sales practices.

Regards,

Review: On 12/31/12 I ordered the Neat Desk Scanner online or over the phone (I cannot remember at this point). When I ordered it, I agreed to pay the $14.95 trial fee as well as the full price of the scanner ($399.80) in (3) separate ($99.95) monthly payments; this did not happen. Since I ordered the Neat Desk Scanner I have been charged (9) separate payments: $14.95 on 1/4/13; $14.99 & $123.94 on 2/4/13; $14.99 on 4/5/13; $14.99 on 5/6/13; and $99.95, $99.95, $99.95 & $14.99 all on 5/20/13. This amounts to a total of $498.70. I have a small business so I thought this would be a wise investment and so far it's been nothing but a headache. On May 21, 2013 after seeing (4) separate payments post to my bank account I immediately phoned the Neat Companyy using the phone number provided on the debit transaction. I must'v called 100 times, first they were closed and the line said to call back during normal business hours. When normal business hours arrived I phoned again and the line rang and went dead. I then phoned my bank. While I was on the line my bank tried to reach the Neat Company and got the same results I did so in turn they opened an investigation. In the meantime I also jumped online and requested through the Neat Company's website for them to contact me (I have yet to have anyone contact me).My bank wasn't able to move forward with the investigation because they could never get a hold of the Neat Company to get they're side of things. Months have gone by, and I kind of chalked it up to a loss until I received a phone call from [redacted] (a collection agency) trying to resolve an outstanding balance on my Neat Account. Needless to say I was angry. Not only am I not able to reach them when they have clearly overcharged me, but now they have sent a collection agency after me. Now I'm not even sure if that means they've negatively reported on my credit report or what because the [redacted] people say they do not even have a phone number to call the Neat Company, they only have an address. I dont know what else to do at this point.Desired Settlement: As of today I have paid $498.70 for the Neat Desk Scanner, not to mention several $35.00 overdraft fees for the numerous and unexpected charges for this product. The scanner does not cost this much and I have no way to communicate with this company to see why they have charged me so much nor how I can go about getting a refund for the over-charges or to send the scanner back completely for a full refund. At this point I just want to give them they're product back and get a refund... I also want to make sure this has not negatively affected my credit rating due to the negligence of the Neat Company.

Business

Response:

Customer billing occurred as stated, after billing was attempted as agreed upon and was declined by the bank. NeatCloud is active currently, as a monthly subscription order and billing at $14.99 per month. Customer is using service, however if cancellation is required please contact our billing department ###-###-####. Neat has record of an email communication received on 5/22/2013 at 3:29pm, which was responded to on 5/28 at 10:03am advising payments were past due to an issue with the credit card in February and offering our phone number to contact us with any further questions.

Review: The technical support phone number is an endless loop to nowhereI received one reply to an email I sentI gave them the information about my system that they requested and have heard nothing sinceThe chat function is uselessI initiated a chat with a "Johnro" and our chat was terminated by "Johnro" before anything was resolvedThere is a promise of support for which I paid $and received NOTHINGI tried to get in the back door of Neat by selecting the sales departmentThey were very nice and empathetic but they were totally helplessI finally had the idea tonight of contacting the CEO, CFO, and Director of Marketing on [redacted] but haven't heard from them yetI even gave them my cell phone numberFor them to single me out is oddFor them to drop the ball for weeks running is a corporate failureIt is by design that they do not support their customers.Desired Settlement: For the time and faith I have invested in the Neat Company I would like a refund of my service package feeI would also like some legitimate serviceAs a solution for the company I would like to see a commitment from the management to redesign their customer service department
Business
Response:
The purchase of our NeatCare support plan was made on 10/from our website neat.comOur support plan provides remote support service through a dedicated phone line for a priority connect to our tech supportThis service is made available during our business hours of 9-6pm EST Monday-Friday
A live chat was initiated on 10/(after the purchase of NeatCare) to which a tech support representative from our online support team named [redacted] began to address the issue preventing the software from operating correctlyThe chat took place from 4:55pm to 5:12pmUnfortunately [redacted] was unable to continue assistance during this interaction after minutes of non-responsivenessLater on that evening DrO[redacted] responded to an email sent by [redacted] shortly after the chat session was closedAt that time he provided the error log requested and gave a phone number for a direct call to take place the following day
The next day Julie (from DrO[redacted]'s office) updated the case requesting a call back for follat 12:16pm[redacted] provided a response with a link to Microsoft's website addressing the .net component of windows preventing our software from performing as expectedNeat for Windows uses a portion of the users operating system, called the .NET frameworkThis is not a part of the Neat software, but a part of Windows that is used by some programs, particularly database programs like NeatIt appears that problems with the installation of .NET may have been the cause of the issues with the Neat softwareWe cannot take responsibility for the functionality of other programs after we have repaired or reinstalled the .NET frameworkWe then directed the customer to Microsoft if the recommended troubleshooting failed to resolve the issue
A response was provided requesting a call back in expectation of full service under the paid support planUnfortunately we were delayed in responding backA email response was submitted to DrO[redacted] on 10/directing him to call in to our support centerThe phone number was provided for the phone support included in the support plan purchased along with the hours of operationOn 10/[redacted] did send word for a member of our phone support team to call DrO[redacted] after the account did not show any signs of a call receivedAt that time we were unable to reach DrO[redacted] and informed no one was available for follow up assistance in his officeAt that time an additional email was sent sharing the phone number for tech support included in the purchased planAnother attempt was made to reach the Drvia phone on 10/We were advised to call back later on that afternoonUpon completing a follow up call that afternoon we where able to successfully remote into the computer of usageAt that time we were able to provide a more hands on experiencing allow a more detailed comparison of the information received within the error log in comparison to visual status of the software in progressWe were able to resolve the issue causing the software to shutdown without warning, or error notedThereafter, we provided steps for completing a manual backup of the software database and concluded the call
At this time a refund request has been submitted in the amount of $for the purchase price of the NeatCare support planMoving forward we will continue to be available for technical assistance via a live chat and through email correspondence provided within the support section of neat.comAn invoice of credit will be available for download from neat.com/myaccount within 5-days

Review: On 2/20/2014 we purchased a Neat scanner, and subsequently returned it, unused on March 17,,2014. On that date, The Neat company also made an unauthorized withdrawal of $16.00 from our checking account. I sent in a complaint form and on March 18, 2014, we were told that the unauthorized deduction (CASE# [redacted]) had been processed for return. We have never received that payment and subsequent withdrawals of $16.00 were made on April 21, 2014, May 20, 2014 AND JUNE 19, 2014. We have attempted to contact The Neat company on no loess than a dozen occasions via phone, only to have a message state that there are no custom"none of our representatives are available to assist you at this time…" Then, disconnected.Desired Settlement: A full refund of $64.00 immediately and cease any and all withdrawals.

Business

Response:

[redacted] is requesting $64.00 for the four payments of NeatCloud that were charged after the original request. In a phone conversation yesterday, Neat agreed to provide the requested refund. After obtaining the necessary information, the refund of $64.00 is being set up today and it will post back to the original account within a few business days.Best regards,Neat Billing