The Neat Company, Inc

I had a Neat account but had no use for it so cancelled my Neat account in July of 2014 and one day I received a call and then started getting emails saying that I have an amount past due. I did log into the neat site once in January 2015 because my neat scanner broke and I was looking for some help ( which was never given) they did not help me with my scanner I was out $400.00. I only used it once a year during tax time. I called and spoke to a representative who insisted that there were no notes of my decision to cancel. I advised him to cancel my account and he said that he could not cancel my account until I payed my past due bill. So even though I told him that I was not going to continue to pay as I do not want the service he still would not cancel. This company is not worth 1 star.

Review: After numerous frustrating telephone calls which transfers you to a phone line no one answers or there is a voice recording telling you to go on the website. I spent over $400 on a scanner which is defective I have a neatcare nd 1000 extended coverage plan which came with my scanner - for one year - yet you are unable to contact anyone for resolution - is this the companies manner in which the warranty expires. Its deplorable the service the fail to provide - especially when your trying to resolve an issue - The terms were upon purchase any issues with the item I contact the company directly - have been trying to all the numbers provided all send you through the automated system only to end in - send in a ticket through the website. Still waiting for assistance - while the warranty runs out. I have yet to be able to calibrate or scan a single piece of paper since each time I make an attempt it says paper jam -Desired Settlement: replace the defective item with a new operational item - I don't believe this is an unreasonable request considering the item has been defective from day one. and the company pays all shipping charges since I already paid for the product to be shipped to me thank you for your assistance in this matter - as the clock ticks on this warranty

Business

Response:

On 7/31/13 a Neat Tech Support Representative spoke with the customer. After troubleshooting the issue it was determined a replacement was warranted and a new Neat Desk scanner was shipped free of charge.

Review: Purchased a Neat organizer and placed credit card on file for four easy payments. Rec'd a final notice on 4/18 (notice dated 4/12) indicating payment due by 4/22 to avoid collection agency. Placed call to Neat Co. on 4/19 and was treated rudely and hung up on. Placed call on 4/20 and paid by credit card. Rep, [redacted] also confirmed that original credit card was on file and did not understand why it had not been billed as specified when ordered. Was assured that it would not go to collection agency. Placed call on 4/22 and spoke with [redacted] again. She assured me that billing was completed and all was well. Confirmed with [redacted] credit card that payment was made on 4/22. Rec'd collection company notice that my account sent to them (date 4/26/13). Called and spoke with [redacted] at [redacted] (collection agency) on 5/3. He indicated that I would need to call The Neat Company, but that he would note my call to stop any further letters. Placed call to The Neat Co. and spoke with [redacted] also on 5/3. She verified that payment was made and nothing is due. She stated that supervisor, [redacted] would be contacting [redacted] to correct issue. Have state from [redacted] showing payment rec'd on 4/22. Rec'd letter from [redacted] dated 5/6 indicating that my account was still in collection and the "our client still shows an unpaid account"Desired Settlement: I need to have The Neat Company and [redacted] stop harrasing me and that The Neat Co. needs to notify the credit bureaus (all three) and get this issue corrected. I then want no further contact by The Neat Company or [redacted].

Business

Response:

We have removed this customer from the collections list and they should no longer receive any collection notices from us.

Review: I have never experienced more incompetence or worse customer service. On 8/26/14 I ordered a Neat Connect Scanner. The order was not processed because I was out of the country when I placed it. I was given two options to resolve the matter; a toll free number or to submit a trouble ticket on their website. Because I was abroad at the time, the toll free number did not work and I received no response to the trouble ticket. When I returned from my travels it took 4 phone calls, another unanswered trouble ticket and about three hours to finally get the order processed. When the scanner finally arrived, it was not the Neat Connect I ordered, it was a refurbished Neat Desk. Another round of phone calls to get a return ticket and the right one sent. When that second scanner arrived it was also a refurbished Neat Desk. By this point I had already waited over two months and I was fed up so, after another round of phone calls, I cancelled my order, received another return label and was told I would receive a refund once the returned units arrived. That was over a month ago, the units have been returned and received according to [redacted] and, despite two more calls to customer service wherein they repeatedly acknowledge that a refund is owed to me but it still has not arrivedDesired Settlement: I want a full refund for the product I paid for but never received as well as recompense for the many hours wasted on lousy customer service and months waiting for a product that never arrived.

Business

Response:

We do apologize for the delay in processing the return made a few weeks ago. A refund request has been applied in the amount of $484.81 back to the credit card billed ending in 1319. Please let us know if the credit isn't visible on your financial account within the next few business days.

Review: I purchased my neat scanner on 12/22/2012 along with an cloud account. I have had numerous proble** and never were told that the scanner only works with their software. I have never been able to scan documents that feed on their own. I have to push and force them through. I have never been able to work more than 30 minutes in entering in documents and having to contact tech support for them to look at the software. When they are done and it just happens again right after them doing adjustments. I have been told by the [redacted] that it is being reported on my computer that their is holes in the software program. I purchased this program to do document storage and be able to find my documents and have them at my finger tips. I have been trying for over a year and my situation is worse than it was before I purchased the program and scanner. I have piles all over my house that have been scanned need to be scanned and I am not able to do either. I have a court case that I have not been able to give documents on because of this program. I am in such a mess because of this. I have made phone calls, emails and no one is willing to help me. I have run up my cell phone bills and this program has cost me financial hardship. I can not afford this to go on. I need to purchase a program that scans and software to support the scanner. I have put so much time and effort into making this program work and the Neat Company has not. I have detailed cell phone bills, emails and documentation to prove my long ride with the Neat Company but because of the program I am not able at this time to retrieve the documents. I am having someone see if they could help me find it an other way. I have had over a year off from work and worked very hard to work with Neat. Their has been a break down of communication on their side and to this day I have been waiting 65 days for a call back from [redacted] and 2 other supervisors one in customer accounts and another in tech support to return my calls.Desired Settlement: At this time I need a full refund of the purchase of the scanner which was $399.95 along with shipping and handling. I also want a full refund for the cloud account I have been paying for which I can not use. I have had sink proble** while having the entire account. To this day and when this is complete I want all monies I paid to the Neat Company to be refunded to me as soon as possible so I can get a scanner and software to do the job that Neat Scanner was not able to do.

Business

Response:

Customer [redacted] states she has experienced ongoing issues with her NeatDesk and has never had resolution, therefore is requesting a full refund of all charges.

Review: I purchased the Neat Scanner September 2012.. I thought for 4 payments f $99.95 but a $14.99 or $14.95 extra charge was applied 7 times on my credit card ,and also applied twice on one statement so I called the company to return the product that I never use.. I never opened up the attachments. My total price for this product = $504.69..

I was told by [redacted] that I "cannot return this product".. I thought that the 30 day free trial meant just what it means. 30 day FREE trial but that ANY product can be returned if not satisfied.. I also did not AGREE to the $14.99/$14.95 added charges that [redacted] stated to me was a "POP UP" on the website... A very "sneaky" process..He stated to me that he could only return the last 2 months and insulted me by stating that "I should have looked before"... This company should be out of business for being "sneaky "to the consumer and they are making money on people by baiting them and the switching their business practices with an "under current" of deception.. In this country, all "good" businesses practice the "Rules of Good Practice"and ALL products can be returned if not satisfied but this was deceiving plan, and I am sure they are doing this to all the consumers who have purchased this scanner..

I have never been "so upset" talking to this business on the telephone, and I use some language, but this is "their fault".. No business that is honest can bring out the "bad in good people" unless they are a "shady company"..This company practices a "shady business" and I wonder how many other victims there are...Please look int this business and please have my money returned to me.Desired Settlement: I want to return the scanner and get my $504.69 refunded

Business

Response:

This incident has been investigated. Unfortunately, we will not be able to refund the user for the scanner and software, as it is outside the return window, but we will be able to refund the 6 payments of $14.99 which are charges for the NeatCloud service.

Most unprofessional and unorganized company I have ever had the pleasure of dealing with. I would highly suggest to look into this product and the reviews in depth and in my case not use any product/service associated with the Neat Company Inc.
I have never been billed repetitively after explicitly asking to have no further contact use or any dealings with a company. Alongside the non-authorized charges made to me, it took an eternity to get anything through to them let alone the cancelation completed. Thrice I was asked to hold and the person on the line for the Neat Company either hung up or somehow disconnected me. I had to give my credit information to them four times in order to get the unauthorized transactions refunded despite the fact they had no problem charging me for a product/service I had not actually purchased or asked for. I am irate if you cannot tell and I don't want you to be put into the same mess that they put me through. I don't want any company to fail if they don't have to...but the Neat Company Inc. is well on its way to demise, if they do not get their act together a.s.a.p.

Terrible Customer Service. Conceals their number. Won't let you cancel online and can't reach a live person then wants to charge you because you didn't cancel.

Review: I called in September to cancel my services which was the Cloud Services. Then out of the blue the company billed me for 15.89 twice on 12/30/13. Also they overdraw my account and I was charged $37.00 for each overdraft. Not to mentioned when I called the company, the representive was rule and hung up on me.Desired Settlement: I would like my $15.89 twice and the overdraft fees to be returned to me.

Business

Response:

**. [redacted] states that two charges of $15.89 that were made after NeatCloud was cancelled caused overdraft charges, and would like to be compensated. **. [redacted] also states that she was hug up on during a communication with the Neat Company on 12/31/13.

The Neat Company is looking into the phone call that was made on 12/31/13 and will use this as a training experience. There is no record of a NeatCloud cancellation request prior to 12/31/13, so the overdraft charges are ineligible for a refund. However, as a courtesy a refund will be issued in the amount of $31.78 for the two recent payments of $15.89 that are being disputed.

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

The Neat Company

Review: I purchased a Neat scanner a while ago (perhaps 2 years ago), and signed up for what I thought would be a 30-day free trial of your cloud file service. Since the first night I purchased it, however, I have not “gotten around” to using the scanner; I may have scanned one or two documents that first night to make sure it worked. Since then, the scanner has been sitting collecting dust, not even connected to my [redacted].

I just discovered that I have been billed $16.29 each month, for the past two years or so. I certainly never authorized your company to continue the service past the 30-day trial period, so I am dismayed to see that the charges have been consistently appearing on my credit card statement. It should have been obvious to your cloud IT manager that accounts such as mine are not active (I have a masters in Computer Science, and I have a fairly robust experience base about the operations of such commercial services.) If this is an oversight of your Cloud service managers, it should be remedied as soon as possible, so other purchasers who have tried the cloud services for the free trial are not AUTOMATICALLY enrolled in this continuing service charge against their wishes and consent. Given that no apparent effort was made to find my dormant account, and the terms of the “free trial”were at the least misleading, and perhaps fraudulent, I expect that these charges should be returned to me.Desired Settlement: Given that no apparent effort was made to find my dormant account, and the terms of the “free trial”were at the least misleading, and perhaps fraudulent, I expect that these charges should be returned to me. Effort should also be made to protect others who, like myself, may be enrolled in this ongoing charged service without explicit consent.

Business

Response:

We do apologize for any misunderstanding in the processing of the order for your cloud subscription. At this time the service has been cancelled. Please allow 5 business days for refund processing in the amount of 301.63.

Review: I purchased the Neat scanner for MAC in late 2013. I used this product exclusively for work to submit my expense reports which is a function this product advertises that it does. Upon using this product I discovered that when the expense reports are exported, the images of receipts are very blurry. I reported this to the company a long time ago. They keep telling me it will be fixed, but here we are 1 year after I purchased this product and still it does not work properly. I am tired of getting emails back saying "Oh sorry, the fix has been delayed". No more. I am done. I have email trails with promise after promise of when this will be fixed yet weeks go by and I email Neat again, only to have them tell me the fix has once again been delayed.Desired Settlement: I want this issue fixed immediately as well as a refund check for half of my purchase price.

Business

Response:

[redacted] requests a solution to the image quality issue associated with reporting that had been ongoing for several months. Upon

reviewing the account, it appears a solution had been provided to [redacted] yesterday in response to a support case with one of our technical

representatives. [redacted] replied, indicating the solution was successful and that it was accepted.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,

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:

See Complaint ID [redacted]. This company just can't provide me with a fix to this problem. I thought they did, but they did not. Same problem. I'm done.

Review: I had problems launching my NeatWorks software, which has my database containing all my documents. I was unable to get in touch with tech support as their numbers did not work and indicated that I had to create a ticket online. I created a ticket [redacted] on August 17, 2013. In the mean time I worked on the problem myself and I resolved the Neat lunching problem, but then my Neat no longer to sync to NeatCloud, which is a service that I pay for every month from Neat. 16 hours later after I created a support ticket, I received an e-mailing asking me for a report log of NeatWorks.

2 hours later (8.18.2013 @12:24pm) I responded to the e-mail indicating that now my Neat sync does not work, and I attached a report log for NeatWorks.

But I did not receive a response from Neat support. I sent another e-mail on 8.21.2013 @ 7:36pm to [email protected] asking for a solution to my problem, and I attached a new report log for NeatWorks.

On 8.22.2013 at 2:51 pm, I received a response from Neat support indicating me that I should visit a chat session that is only available on Monday-Thursday 9:30am -5:30pm, which is when I am working. I had attempted to log into to chat sessions but after spending 40 minutes in quee and not getting in touch with anyone I gave up on this - I can't be taking hours out of my work schedule to contact Neat as I have indicated in my more recent e-mail to Neat on 9.20.2013 at 12:38pm, which I immediately received an automated response.

I have not received any messages since than, which is both strange and disappointing as I have been a customer of NeatCloud since they established it, and I own both of their scanners (portable and desktop). My issues should have been resolved promptly; instead, my issue has been ignored, while Neat has continued to charge me for their service every month even though I can no longer sync my database to the cloud. THis is not a proper way to run a business and treat a customer.Desired Settlement: I wish to have my NeatWorks database sync to NeatCloud resolved by having a Neat technician contact me during one of the days (Friday - Sunday), and I would like to be reimbursed my fees for the time that my service was not working. What I am asking for is fair and actually its what I pay for, so this is what I was suppose to have been provided without me taking these extra measures to get your attention. You have lost my confidence in you (Neat) as a company. I hope you can prove me wrong.

Business

Response:

[redacted]'s complaint states that there were NeatCloud sync issues, that technical support incidents were not replied to. [redacted] requested a call from a technical support representative to resolve the sync error and would like compensation for the time the sync option was unavailable.

On 8/18/13 Neat replied to customer's technical support communication (incident #[redacted], submitted on 8/17/13) asking for the application log. After receiving it on 8/21/13, Neat replied the next day suggesting starting a live chat to receive expedited support. No reply was received in response to this, nor was a live chat initiated. Neat did not receive the email stating the live chat hours were inconvenient.

A Neat technical support representative will contact [redacted] via telephone tomorrow, 10/18/13, as requested. Due to technical issues, Neat has provided two free months of NeatCloud. Next payment will be processed on 1/13/14.

Review: Ordered a trial for NeatCloud offerered by the Neat Company. The NeatCloud would not completely download. Within all this, the service offered disabled my Neat scanner, causing several more issues. Again, the Neat tech services were called and it took several attempts and days to regain use of my Neat Scanner. After continued several attempts for assistance, the product never did worked. I was prompted by the service tech well before the trial period was up, with continued issues. The end result, the NeatCloud NEVER completely downloaded, and we were unable to utilize the service. An email charging me for the NeatCloud's continued service prompted me to call the Neat customer service to end this service that never worked. I requested the $16.03 charged to me be refunded, however, the Neat customer service's claim was that we had used the service AFTER the trial period, which we did not since it would never completely download. Our files they see on their end were the attempts by the service tech trying to get the product to work during the trial period. Because of the claim that we used the service after the trial period is false and they are refusing to refund the money.Desired Settlement: We would like the money refunded. They should also consider the 2 weeks that our "Neat" scanner was disabled because of the NeatCloud product/service designed to compliment the Neat Scanner... which it messed up.

Business

Response:

After review of the customer's issue, a refund has been processed by Neat in the amount of $16.08, and should post to the account within 3 business days.

Review: On Sunday, December 29, 2013, I purchased the the NeatCloud Home & Office plan. This plan comes with a 30-day free trial. In honoring the company, the following day, December 30, 2013, I purchased the NeatConnect scanner which comes with 3 months (90 days). Prior to me purchasing the scanner, I contacted The Neat Company customer service and asked how would the free trial of each of the items would interact. The representative stated that I would have a 4 month trial. After I made the purchase of the scanner, I called The Neat Company back and I was advised that I could only receive a 3 month trial. This is not what I was originally advised of.Desired Settlement: For the Neat Company to honor what I was originally told of having a 4 month trial or will demand the cancellation and/or the return of both orders.

Business

Response:

[redacted] will be automatically given an additional three months of the NeatCloud service - in addition to the original one month trial - upon adding his email address as a destination. The addition of the email address associated with [redacted]'s NeatCloud account will extend the next bill date out a n additional three months. Here is an article on adding the email address as a destination: [redacted]Please let us know if we can be of further assistance.[redacted]The Neat Company

Review: Neat sent me a defective scanner. The scanner was returned in March or April of this year. The scanner damaged my documents. I returned the scanner and received a refund. In late July; 4 months later NEAT charged me 14.99 for two months totaling 29.98; without an explanation or authorization.Desired Settlement: Neat accepts calls for sales but not for billing issues or technical support. A neat representative talked to my bank, was rude to me in front of my bank.

They did not adjust my bill when I disputed the claim through my bank.

I want an immediate refund of 29.98 this week, or an apology to [redacted] at [redacted] for wasting our time and a refund if this takes longer then a week.

In the alternative; I would like damages for the papers damaged by the defective scanner.

Business

Response:

The Neat Company will be refunding the customer in the amount requested.

Review: My husband - [redacted] - purchased the NeatDesk machine in January 2013 via phone salesman ([redacted]??). I ([redacted] - [redacted]'s wife) set up the machine utilizing my laptop computer to download the necessary software and upon completion scanned 3-4 receipts into the machine. According to the advertisement, all information from the receipts is supposed to automatically scan to the proper areas available such as: date, amount, vendor, etc. This did not happen with any of the receipts. On each one after scanning, I had to physically enter either the date, the vendor, the amount, or a combination of the three and then move/select a category to file it under....which I understood from the advertisement and the phone salesman ([redacted]) was not going to be necessary. I told my husband I wanted to return it and in the meantime the 30 day return policy lapsed. For some reason, the company was not debiting my account for the $99/month payments and we received a collection notice from them in the mail around the middle of April 2013. I phoned the company on April 22, 2013 to ask what the collection notice was about and they explained no payments had been made and I explained I wasn't aware of that, but that the machine didn't work properly and I wanted to return it. I was told that I couldn't return it since the 30 day return policy had lapsed and that if I had a technical issue that I should call technical support to have them help fix it. I explained that I didn't and don't have time for this and just wanted to return it as the product didn't work in any way as the tv advertisement and the salesman indicated it would, therefore I should be able to return it as it is false advertisement AND a defective product. I was told too bad, sell it on [redacted] or [redacted], or newspaper ad or however I wanted to get rid of it. And then on June 7, 2013 four (4) payments totaling $423.79 were debited from my bank account plus one (1) for $14.99 for the Neat Cloud which I had asked to be cancelled when I called on April 22, 2013. Now, here we are in July 2013, the machine has never again been used, nor has the "Neat Cloud" but I have 5 more payments of $14.99 each debited from my checking account. (one on 7/19, three on 7/22, and one on 7/29). I am beyond [redacted]' again and phone their company to demand reimbursement of these 5 payments for sure. [redacted] is the customer service rep I talk to and she reports that there are no notes indicating I asked for the Neat Cloud to be cancelled in April, but that she will refund my last 3 payments of $14.99 and cancel the subscription of which I NEVER used, nor wanted. So once again, I've been forced to pay for something I didn't use, just like the defective NeatDesk machine.Desired Settlement: I would like a refund for the total amount this defective product(s) has cost me. I will return the entire product to them at my own expense as it is back in the box collecting dust and of no use to me. It does NOT work as advertised. The total amount I would like refunded is $468.76. This amount doesn't include the 3 payments of $14.99 they say will be refunded to me.

Business

Response:

Customer was billed for NeatCloud late due to system issues. Customer contacted Neat on 7/31/2013 and requested refund. A refund of 3 charges of 14.99 each was processed 8/5/2013. Upon further review Neat will refund the balance of 2 payments of 14.99. This should be reflected on customer's bank account withing 7-10 business days. We would also like to offer free technical support to get the scanner up and going.

VP, Customer Care Operations

1601 Market Street, Suite 3500

Philadelphia, PA 19103

O ###-###-####

C ###-###-####

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 contacted the Neat Company in April to request a refund not 07/31/2013. This is all reported and explained in my original complaint. The Neat Company contacted me on 7/31/2013 after my Revdex.com complaint was filed. At that time they reiterated that they were going to refund me 3 payments for the NeatCloud service but that was all for that. I was refunded for these. They also offered to have their technical support call me to try and get the scanner operating correctly. I explained that I didn't have time to call on the phone and be inconvenienced to try and get their machine running which is advertised as being so simple to use and a wonderful product. I explained that if the scanner was so great, why after taking it out of the box and installing their large sized software on my laptop, did it not scan the first 3-4 receipts with the correct or no information at all for the basic fields. The Neat Company gentleman understood my frustration and why I didn't want the machine since it didn't work as advertised and said he would need to do some research on my account and speak with his supervisor about returning the machine and getting a partial or full refund. He stated he would be getting back to me within a few days and I never heard back.

Review: Customer Contact: [redacted], VP, Customer Care Operations:

My mother is caring for me and my father. I'm a ventilator-dependent quadriplegic and my father is beginning to suffer from the onset of dementia. My father ordered your scanner over the telephone, asking your salesperson about the Neat printer. The salesperson gladly took his order – not mentioning that it wasn’t a printer.

My father recently asked me to install the new printer on our laptop, and he gave me your box. He didn't even realize it wasn't a printer. Since then, we have taken all of his credit cards away.

I’ve attempted to contact your company via email at [redacted] & [redacted]. (Because of my disability, all my correspondence is done over my voice-activated computer.) Your company has continually refused to answer my inquiries about returning your scanner.

There was no invoice or paperwork to accompany your product, so we did not know the details of the order until our [redacted] bill arrived today. Please instruct us on how to return your scanner. The order was under either of the following two names:

[redacted]Desired Settlement: A full refund including the return shipping cost promised in your commercial.

Business

Response:

The Neat Company is moving ahead with refunding the customer in the amount of $374.29, as requested by the customer. The refund request will be submitted today and the customer should see the amount refunded within 12 - 14 business days.

Consumer

Response:

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 will keep the complaint and response in my records.

Regards,

Review: I ordered their filling system in july hade a free 30 day trial.Inever received the item.After further inspection they shipped to wrong address.Then I called them they said no problem we will find it and ship you a new unit.Weeks went bye I didnt hear anything so I called them to find out they said it was delivered .I told them I never received it .so they said they would file a [redacted] claim.7-10 days it would all be taken care of.So 7-10 days go by and find out my account was charged 125.00 over drafting it but bank took care of that one.So I called neat they said they could not stop pending charge dont worry 7-10 days .So I cancelled my order all together the said ok we are canceling your account we will give you a full refund for all charges .I went to my back and put a stop payment so no more charges would come out witch neat said their would be no more charges.I a month my account was charged again 115.00 took all my extra money then called them neat again same old song [redacted] claim was closed have to reopen 7-10 days.Then I called and talked to a supervisor dont remember his name so many different people I was put threw to talk to.We will take care of this monday I they will get me a refund Monday came and went no call soi called them back again and again 7-10 days again.they charged my account again on10-09-13 for 115.00 the final payment for a product I have been telling them I did not receive but yet I have basicly paid for it but I need my money they have overdrafted me 133.00 and now they said send them the back statement now they want to despute yhe overdraft fees before they procede and today they told me again [redacted] claim was justb filled on 10-14-13 .Im not workin and that money would buy almost three months worth of food now im spending what few dollars I make for bills for food.PLEASE help get this refund so I can have food money and pay my bills this has been very time consuming for me on the phone for hours and in the bank for hours I have had to cancel my card and pay to order a new one .If this was me stealing their money I would be sued or in jail for theft or worse... DEEPEST THANKS [redacted].Desired Settlement: I would like to see that this company pays enough to remember the little people like me matter and make them pay me my money and late fees Iwould like them to pay me good for four months of [redacted] time and heart ache money has been tight but 17 hrs of dealing with this I could been out making some money 30.00 a hour .I would love to see this company pay for their uncaring and miss leading ways.We always have to make our mistakes right and then some.Why should they be any different yhen us the little. Respectfully Little people [redacted].

Business

Response:

**. [redacted] contacted us on 7/22/13, stating he did not receive his order, and a request for filing a [redacted] claim had been submitted that day, and multiple emails and phone calls had been exchanged. There had been a delay in processing the [redacted] claim, so **. [redacted] was given incorrect information when he contacted us over the phone for a follow-up. We had been under the impression that the package had been located, so an email was sent to **. [redacted] asking for confirmation of this on 9/25/13 and we did not receive a reply. When **. [redacted] contacted us in early October, we realized that no [redacted] claim had been filed, so we agreed to refund him immediately, before the claim had been resolved by [redacted]. A refund in the amount of $340.85 was set up for **. [redacted] on 10/16/13, which includes the three payments made on the scanner ($125.92, $99.99 and $99.99) as well as the original shipping cost of $14.95. **. [redacted] will not be billed further. **. [redacted] did contact us over the phone on 10/16/13, and the refund status was provided to him at that time.

**. [redacted] also requested compensation for overdraft fees which we have agreed to assist with. We had requested a copy of the statement showing the charges and are awaiting that document.

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 feel their was any compentation for all my bull I had to indur hours and trips to the bank gas in my car stress for me and my family .Not mention all the phone calls I made to them.Lost wages for all the bank trips and phone calls over four months.the Big companys never make it totaly write just what they can get away with.

Regards,

Business

Response:

**. [redacted] states that he wants compensation for the time he spent working to resolve this issue. The Neat Company has taken the following actions to resolve the issue:

10/16/13 - refunded the $340.85 that was paid for the NeatDesk;

10/16/13 - refunded $15.93 for NeatCloud payment made in September

10/16/13 - refunded $15.93 for NeatCloud payment made in October

Offered to reimburse any overdraft fees that were incurred as a result of the charges. We are still waiting to receive the document showing any overdraft charges.

This is the extent of what we are able to do to accommodate **. [redacted]'s request.

Consumer

Response:

I would like to see them pay me close to 300.00 dollars for the 14 hours I waisted over four months truthfully I charge 35.00 a hour to all my customers so I think that is fair stop acting like your better than me and pay me for my time that is only fair .oh thats right we the little people dont matter.well at least or time but big companys can walk all over people like me and never pay the price well ib my world neat company is no better.Fair is fair pay me 300.00 for mu tome and this is done. Other wise I will not be happy ever.Here we go send me your product for free and we will be even you have no idea what I went threw for four months......

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

**. [redacted],

Neat Customer service SUCKS!!!!!!! I have been attempting to get my scanner fixed for about two months. They just send out a canned email. I get no service.

Review: I have signed online for a trial period of 30 days. Within hours I realized this product is not working and I tried to cancel the trial online expecting to be able to do it as that was the way I have signed up. After contacting customer support asking for cancellation they notified me that it is only doable via the phone during business hours Mon-Fri 9-5 EST. as these hours are not workable for me I was not able to call and cancel and by now the 30 days are over and my credit card was charged. Making the signing process easy but the cancellation as difficult as possible is at best bad practice, but I would consider it dishonest.Desired Settlement: Full refund for $131.27 which is the full amount charged to my CC.

Business

Response:

**. [redacted] states that it was not easy to cancel NeatCloud due to conflicting business hours. As **. [redacted] was unable to call in to cancel NeatCloud, a cancellation has been set up with today's date and a refund was processed in the amount of $131.27. This refund should post back to account that was originally used for payment within five business days.Please let us know if there are further questions or concerns. The Neat Company