The Neat Company, Inc

Review: I bought the try neat system in June of last year. I knew right away this product was not what it claimed to be. I tried several times to call within the 30 day window and with hold times of over an hour without an answer I took the loss on the machine. I then noticed in August of 2013 I was being charged a monthly fee for a "cloud storage service". I have attempted 4 times since August to stop these services to no avail. The last 3 times I have asked to speak to a supervisor and was told they would call me back which never happened.Desired Settlement: I would like to be credited for all the months I was charged for a service I have never used and have cancelled several times and yet still continue to receive charges for.

Business

Response:

**. [redacted] contacted The Neat Company on 1/9/14 to cancel the NeatCloud service, which was ordered with the NeatDesk scanner from www.tryneat.com on 6/1/13. The NeatCloud service had been cancelled at that time. On 3/5/14 **. [redacted] requested to be refunded for all of the monthly NeatCloud payments that had been made. The representative that assisted **. [redacted] was authorized to refund only three payments of $16.04, and those refunds had been initiated on that day.

Due to the fact that the NeatCloud service does not appear to have been used, The Neat Company will issue a refund for all payments made for the service. Seven payments of $16.04 had been made (from the months of July 2013 through January 2014), and refunds for three payments were set up on 3/5/14, so the neat Company will initiate a separate refund in the amount of $64.16.

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

Best regards,

The Neat Company

Review: I phased a desktop Neat filing system a few years back but did not get the unit operational until sometime during the Fall of 2013. I purchased & used the desktop scanner for what I thought would be a benefit for my own small home repair & painting business. According to the instructions provided in the box with he desktop scanner I set up the filing system according to how I thought would be beneficial for myself, unfortunately the machine was much smarter than myself and as a result it created many more headaches than the gizmo was worth to me. When scanning documents there was no way to determine if a receipt or any document for that matter, had been scanner or not and as a result I had many documents scanned three and four times into the program. As a result I only used this gizmo to complete the 2013 income tax return and have not turn on the machine or for that matter do not & have not even turned the machine (desktop scanner) on or even looked up anything since I finished compiling the documents to give to the lady that does my income tax return since the middle of March 2014. However, since April 2014 I have been charged various amounts of money to my [redacted] Card. I have gone through this company's Customer Service online contact a minimum of five or six times trying to get a response to find out what I am being charged for. It seems odd that during the months when I am using this gizmo I am not being charged anything but when I stop using this gizmo machine & completely disconnect it they charge me. I want to know what it is I am being charged for and what I need to do to get the charges to stop. I have no desire to ever use this gizmo ever again except that is if I do decide to buy myself a boat and then I will use this as an anchor, but with all the headaches this thing gave me I will never use it ever again for the purpose for which it was built!Desired Settlement: Stop charging me and refund me what I have already been charged.

Business

Response:

[redacted] is requesting a refund for payments made for the NeatCloud

service. [redacted] signed up for NeatCloud from www.neat.com on 4/10/13.

NeatCloud is a digital service that allows the backup of all Neat

information, as well as the NeatCare service. There are currently over

400 items synced to [redacted]'s NeatCloud account.There had

been four payments that were unable to be captured, for the months of

December 2013 through March 2014. These payments and the past due

balance are being closed out. Also, since September's payment was just

made n 9/10/14, this payment will be refunded and will post back to [redacted]'s account within a few business days. The cancellation date of NeatCloud has been set to one week from today.Best regards,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. In their response they said they could not capture the payments they had already taken from my credit card. When I registered this boat anchor of a scanner I was required to submit a credit card but was told I would not be charged, yet we know that is not true. If they cannot capture the information I can provide the exact dates and transaction numbers and the amounts they took from me. Late fee, what is that all about? Here they take the money from me monthly on or about the tenth of every month and they claim I owe them a late fee. In the first place I was not even aware I was being charged that is until I receive my credit card. Then I make numerous attempts to contact this company using their online form which they provide on their website for that very purpose and because I never receive any response I have to involve the Revdex.com. I wonder how many other individuals & companies are being charged without their knowledge by this company. I recommend that everybody save their receipts because companies like this typically end up in court sooner or later in a class action suit for ripping off people and I will be waiting in the wing to join in with everyone else. I appreciate this company's willingness to partially work with me by canceling this account and refunding me the charge for this current month but for me to accept their offer I would ask for the amount closer to what was in my original request. They say they cannot capture that information, well then call it a file cabinet or a luncheon or a donation instead of inability to capture, which to me is a bogus reason to not give me the refund. I am trying to be reasonable here so please reconsider my request.Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

[redacted] is requesting the original refund amount that had been

requested, and is looking for clarification of Neat's resolution. [redacted] also states that support tickets had been created on www.neat.com/support with no reply.To

clarify, there is no late fee. The past due balance referenced earlier

are for the payments for December 2013 through March 2014, which had

declined. A review of [redacted]'s statement will show that no payments

had been made during those months. This balance was still active on [redacted]'s Neat account, and that balance has been closed out and will not

be sent to a collection agency. The four monthly payments that

had been past due have now been closed out and there is a zero balance.

The refund for September's payment was in addition to closing the

previous balance.Our records do not show that any previous

incidents had been created with Neat. When an incident is created

online, a confirmation number is generated immediately. If [redacted]

provides a previous incident number Neat will be happy to take this into

consideration. Best regards,The Neat Company

Consumer

Response:

It appears we could go round &round with these scoundrels and never really gain any ground. I will appease myself more than the representative from Neat did by going out of my way and sharing my experience with my colleagues and anyone that may have any desire to purchase any products from this company. I firmly believe they are a rip-off and like I wrote in a previous response I'm confident their name will appear sometime down the road in a class action lawsuit. When it does I will seek my overdue satisfaction. I am not happy with their offer to resolve but just to get these pirates off my back I will agree to disagree with their response but will accept their offer.[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I went to log into my "local software" for my scanner, and a screen popped up. It took me online and asked for my billing information.

I did not agree to "Neat cloud service", this is a scam on your software to get people to unknowingly sign up. We were initially billed,

and I did not see it, this month my credit card was compromised and I had to verify all the charges. That is when I found charges from

NEAT Company. I called and asked that all charges be refunded. The agent took off some but not all. So I explained to him that the

service has never been used, as we had no idea what it was, and did not need it anyway. He verified the service has NEVER been used.Desired Settlement: Total refund of all fees from day one, refunded. Period.

Business

Response:

The customer was billed for 3 charges for the cloud service. A refund has already taken place for 2 of the 3 charges last week. We are awaiting an email reply regarding the third refund in response to feedback provided within social media last week.

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:

No email has been received to [redacted]@gamesales.us, please send your request or reply to this email address.

Regards,

[redacted] & [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:

There were more than three charges, are you telling me, you can not go into your data base and see this?

Regards,

Business

Response:

Please see the list of charges/refund processing listed below:

Review: I purchased a Neatdesk scanner that has a one year warranty. The Neatdesk has scanned maybe 9 times in 8 months and I have tried to use it repeatedly the scan button on their site is not lit up nor is the button on the system. I paid a lot of money to purchase this from qvc and I have tried several times to contact Neat. They only have an online chat unless you are purchasing something. And when I have tried to chat with someone the last one being Karl he gave me a total of 8 min asking two questions And he left the chat with no resolution. I responded with a survey trying to get assistance 3 times I recorded the. Chat and sent it with no one to assist. I have tried to contact anyone even going thru sales and no one will help. The Neatdesk does not work and hasn't. I have a product that they make for almost 400.00 and no one will help.Desired Settlement: The product I have does not work and hasn't worked. And I want a replacement and it is bad practice to not have a way to contact someone and if you do they respond.

Business

Response:

[redacted] states that the NeatDesk is not functioning properly and that the

desired outcome is to receive a replacement scanner. Neat has a one year

warranty and will troubleshoot the NeatDesk, as well as replace it if

necessary.

Review: I ordered a trial of their Neat scanner. Order# [redacted] The trial clearly stated that it would be 14.95 initially, and then after 30 days I would be billed in installments. Instead of charging me 14.95, they charged me 114.95. I paid this with a debit card. It took me several days to realize I had been overbilled. Once I called, they reversed the unauthorized charge, but by that point I had incurred several overlimit fees from my bank (3 to be exact, for a total of 111 dollars)Desired Settlement: While I do like the product, I would like to be credited with the amount of the overllimit fees I incurred due to their error.

Business

Response:

[redacted] states that he was charged $114.95 for the NeatDesk trial that was placed from www.tryneat.com on 11/15/13, and would like to be compensated for overdraft fees incurred from this transaction. An authorization of an extra $100 was held temporarily to ensure funds

would be available, but after the shipping cost of $14.95 was captured the extra

$100 hold was released within a few business days. Our Terms and Conditions (http://www.tryneat.com/site/tryneat/terms-conditions.html, found on the tryneat.com website) explains the Pre-Authorization policy for the trial. On 11/18/13 [redacted] contacted The Neat Company regarding the pre-authorization and the policy was explained by a Customer Service Representative.As the pre-authorization policy is described in the Terms and Conditions on the www.tryneat.com website, The Neat Company is not liable for overdraft fees incurred by this transaction. Please let us know if there are further questions or concerns.Glenn R[redacted]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 terms ae hidden from the customer during checkout. The only charge listed on the receipt as being charged is the 14.95 charge. The following is pulled directly from the Trial FAQ on their website. There is nothing whatsoever mentioned in the FAQ about pre-authorizing additional funds. [redacted]What will I be charged when I start the Free Trial?

When you order a NeatDesk or NeatReceipts, you will only be charged

for shipping & handling at the time of purchase. If you choose to

return your scanner within 30 days, this cost will be refunded to you.Their reasoning for the pre-authorization is specious, as they already know the card and address are valid upon charging the trial fee and they have no valid reason to pre-authorize any other amount, and certainly not without clearly disclosing it, not burying it within their site.

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:

I filed a complaint over 6 months ago. The Neat Company agreed to refund the overdraft fees I incurred. They have completely failed to honor that agreement and I have not heard anything from them since. The Revdex.com complaint# is [redacted]

Regards,

Business

Response:

On 4/22/14, The Neat Company replied stating that the overdraft charge

statements were not visible, and there was no response to that

statement. Now that this incident has been reopened we do see the

statements. Neat will process a refund check in the amount of $111.00

($37.00 x 3). This refund check will be sent to the original address on file. Best regards,Neat Customer Support

Review: the following email was forwarded to the Neat Company --- To Whom it may concern: Your company has provided false advertisement in misleading people to believe that the total amount for the Neat Machine is $399.80. The only reason I agreed to provide payments of the (4 )$99 per month was to receive the machine as a gift for my husband. As a consumer I do not like being mislead when it comes to items purchased. Nothing was sent to me via email or with the item shipped stating that the total cost of this item would be $439.64 I made the following payments 14.95 - 4/17 124.84 - 5/14 99.95 - 6/14 99.95 - 7/14 I was under the assumption that my payments made were only $60 short of the $399.80 however, this morning when I checked my bank account another $99.95 was withdrawn. Please note that a formal complaint has been made with the Revdex.com to prevent any other consumers being scammed. Sincerely, [redacted]Desired Settlement: I really would like to receive the money back - the difference between $439.64 /$399.80 = $39.84 However, I really want the Neat Company to provide customers with the accurate/true TOTAL cost of products ordered.

Business

Response:

The Neat Company will be refunding the amount requested by the customer: Total of Refund$: $39.84 ($14.95 shipping + $24.89 Tax).

Review: I purchased a neat scanner in June of 2013. Apparently, it came with a free trial of its cloud software. 1 month later, I started receving a monthly charge for $16.15. I did not notice it until Dec 2013, when I contacted them via email on 12/8/13 to tell me what it was for and asked them to cancel. On 12/8 I got an email back telling me what the service was and told me to call to cancel. I did and they assured me it would be cancelled. The billing continued and on 2/15/14, I contacted them via email again and demanded it be cancelled. They replied with an auto reply saying to check their FAQ, and then I got a custom response on 3/1 telling me to call the same number, which I did and cancelled again, for the second time. Today, I discovered they have continued to charge me, dropping the charge in June and July to $16.00 from $16.15. I called them today, after hours, and they were not there and said to send an email from their website, which I did again, now for the third time.Desired Settlement: I will chalk the charges from 7/2013 to 11/2013 up to my own stupidity of not apparently knowing that I was signed up for a trial that would automatically go to billing. However, I would like a credit back for the billings from my first call in 12/2013 to 7/2014. That comes to $128.90.