[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:If the system is entirely automated to continue charging, why did I receive charges on the new card some months and not others? In addition, you asked me to update my credit card information, which I didn't do, repeatedlyIt seems to me that going over my head and getting the information from my credit card company, which I am not in contact with, only the bank that issued the card, is very disreputable if not fraudulent as you claim The practice of automatic renewal unless cancelled through the website seems to be a practice of bilking customers You are not alone in this, but it is a very deceiving practice.I will not remove my contesting of your charges I think my bank should keep a record of your malfeasance Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The program finally works without asking me to purchase a subscription It also works the way I thought it would when I first purchased it Thank you for getting this resolved Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As of this date we still have not received the replacement We have returned the defective unit and the incorrect unit that was shipped in error We will not accept or close this complaint until a new unit has been received and is in working order Seems fair, right? Regards, [redacted]
[redacted] , I apologize for the difficulties you encountered in obtaining service from my team I believe your issue was resolved with one of my senior technicians, Lee, on February 10, under case # [redacted] Lee also provided you with his direct contact information should you need to contact us in the future Please let me know if we did not resolve this issue completelyRegards, Jeff G [redacted] VP, Customer Operations
The agent has not reached out, I have not gotten any phone calls at the home phonei'll try to call themtell them to send me a phone # to reach them [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11971312, and find that this resolution is satisfactory to me Regards, Robynne Garrard
I sent this letter --- don't know if it will do any good but I feel betterWill go with anyone that wants to file a lawsuitI will start out as saying that I loved your product until recently --- in the past I told anyone who would listen about your product and many people purchased it based on my recommendation -- now I will tell no one about it because you have made it impossible to get helpI have searched your website, called your company and can't get help for what your recent software problems have caused, you say it is fixed so why doesn't it workBTW, many of my friends can't use theirs either and will not recommend it again either unless it's fixedThe problem -- I don't use the cloudNever haveNever willBut it always ask me to sign into my cloud accountNoYour fix didn't fix this problem, then after a few seconds it says there is a problem and Neat will shut downIt started a few weeks ago until then I didn't have to sign in and didn't have any problemsHowever, sometimes it will let me import pdfs but not scan in any documents before it shuts downI went into Neat days ago and it let me scan in a few receipts before I got the message and now it is evidently in a loop and with the wording at the top saying document processing but nothing gets doneI even uninstalled the software and reinstalled it hoping that would clear out the processing but it didn'tThis is frustrating as I use it for so many things and it seems my life is in NeatWhy can't I get help after being a loyal customer since 2012? I didn't expect to have a problem with your company so therefore didn't see the need for further supportSo because you decided that all of those who had bought your product many years ago weren't valued by your company anymore and are causing them to have to buy, on a monthly basis, new software to be able to use your system I guess we will have to find another product to service out needsI understand making money but not serving your customers is not good customer service and will not help you out when the word gets out by those whom you have left in the dust, so to speakWhat do I have to do to solve this problem besides buy your new software or use the cloud (neither of which I will do)? I don't like being forced to do something that I don't like so if that is the solution you are sadly mistaken because it won't happenI'll find another product that I can import my documents into and throw yours in the trash and tell my friends and anyone who wants the info about it
Our sincerest apologies to the user for the continued frustration We are willing to offer additional assistance in an effort to clear up any occurrence of confusion which might be preventing the customer from contacting Neat to obtain support for the technical issue reported to the Revdex.comAs the customer currently has an expired free trial support plan (which accommodates users wishing to speak with a live agent over the phone) there is an alternate option for obtaining Technical Support assistance by creating a case with us through Neat Help Center portal: http://www.neat.com/support/contact-support/ Once the case is created, the customer may reply back to the opened Revdex.com complaint with the case number and we will ensure the customer receives the assistance requested If the customer prefers to remain on the legacy version of the Neat software, he will be able to do so, although, Neat will no longer be developing feature enhancements, updates, or bug fixes for the Neat legacy softwareAs requested by the customer, too access the most current version of the Neat legacy desktop, the customer may download from the following link: http://cdn.neatco.com/ [redacted] - if the customer requires any guidance with installing, he may reply back to this Revdex.com complaint, or open a support ticket as previously mentioned
We apologize for the experience that you have had in resolving your technical support issue.We have had a senior technical support agent reach out to you to further discuss the issue that you are having The agent you are working with will be taking over this specific case If you continue to have issues please respond to that case you already have created which is case [redacted]
Our apologies to the customer for the difficulties reported in the filed complaintThe complaint against Neat has been reviewed, and in response, the Neat organization stands by the products and services that it offersUpon reviewing the customer record associated with the specific email address provided in the Revdex.com complaint ( [redacted] / [redacted] ) - we have located the sales order referenced by the customer: [redacted] In response to the customer, we have identified there is a past due balance in "Pending Billing" status associated with the account for the purchase of a NeatDesk Scanner for ***, on 03/21/A payment of has not been received One payment of received on 4/3/and one of received on 4/9/ At this time there is an outstanding balance in the amount of for [redacted] A screen shot of the order for the outstanding balance has been provided for review and as evidence to the fact Neat is still owed for the original purchase of the scanner.It is suggested the customer contact our collections specialists team to address the past due balance at the following number: ###-###-####Once the payment has been made, Neat is certainly be willing to assist with any technical issues reported by the customerAdditionally, if any customer does not wish to sign up for the NeatCloud subscription service, they may remain on our Legacy software and more information regarding this process is included in the following link: [redacted]
We do apologize for any misunderstandingCancellation of your cloud subscription was applied yesterday at your request via phoneFuture 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 ***, or an address for the mailing of a check
As previously indicated, free trials are not associated with the monthly subscriptionWe are sorry if there was any confusion when review that page However, you still added the trial to the cart which clearly indicates that after the day trial you will be billed at the annual rate of $ Additionally, in order to continue creating a free trial you have to agree to the Terms and Conditions, which again indicates that you authorize Neat to process a payment at the annual rate of $119.99.A copy of the terms and conditions can be found here http://www.neat.com/ [redacted] /.Unfortunately, we will not be able to process a refund and at this time Neat will consider the complaint as resolved as no further action will be taken, due to agreement of the terms and conditions and a lack of request for cancellation of service within days of billing
Complaint: [redacted] I am rejecting this response because: Neat Support told me that since I started the Revdex.com complaint process, all communication must now be processed through this complaintThey instructed me to reply with a rejected response to let them know that I accept them downloading my items on the "back-end." This is because the only way to download your files directly from their cloud is to download each individual item one by one (contrary to what I've been told by support reps.)They told me that If I accept this option, once completed, they will respond again with information on how to download my dataTo start that process they will need to reset my password so that they can access my account and then start the download process.Once completed, they will cancel my account and send me a link to download all of my images so that I don't have to download them one by one.Buyer beware: Basically, once you've got all of your info in their cloud, you better maintain the integrity of your desktop database If not, you'll be stuck in my situation This software/hardware/cloud bundle is a lot more proprietary than I anticipated it to be Regards, [redacted] *
We are sorry to hear that you are having technical issues with the legacy software.However, after reviewing your most recent contact with our technical support department in case ***, on 11/30/2017, it does appear that an agent was willing / able to assist you in resolving your reported issue The agent conducted a remote session and was able to locate your database The agent also informed you that users are able to continue using the legacy software at no additional cost but that there is no live technical support or further releases made to this version of the product Although you were on an unsupported version of the software the agent provided a remote session to the issue that you reported
Hello ***, Unfortunately we cannot support hardware indefinitely and as all companies do, we have to decide when to end of life products and servicesAt this time we can no longer provide support for the model scanner you haveWe are willing to offer you a refurbished current model of the NeatReceipts scanner that is supported in [redacted] for a discounted price of $(regularly $129.99)Neat Support
The customer was billed for charges for the cloud service A refund has already taken place for of the charges last week We are awaiting an email reply regarding the third refund in response to feedback provided within social media last week
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for your assistance, I appreciate itI have attached a copy of the Proof of Delivery by UPS on 7/18/ Regards, [redacted]
Case# [redacted] was received as an email correspondent involving a technical matter instead of a billing matter We ask that you do not reply to this case in compliance with the expectations of the terms and conditions outlined with the Revdex.com We do apologize if an additional authorization has been applied in the amount of Your financial statement will reflect the reversal of this additional authorization if it has not already It is indeed a one time charge and not that of reoccurring billing A one time charge will post in the amount of $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank You!! I'm glad you guys are there to help out Regards, [redacted] ***
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 business days for refund processing in the amount of
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:If the system is entirely automated to continue charging, why did I receive charges on the new card some months and not others? In addition, you asked me to update my credit card information, which I didn't do, repeatedlyIt seems to me that going over my head and getting the information from my credit card company, which I am not in contact with, only the bank that issued the card, is very disreputable if not fraudulent as you claim The practice of automatic renewal unless cancelled through the website seems to be a practice of bilking customers You are not alone in this, but it is a very deceiving practice.I will not remove my contesting of your charges I think my bank should keep a record of your malfeasance Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The program finally works without asking me to purchase a subscription It also works the way I thought it would when I first purchased it Thank you for getting this resolved Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As of this date we still have not received the replacement We have returned the defective unit and the incorrect unit that was shipped in error We will not accept or close this complaint until a new unit has been received and is in working order Seems fair, right? Regards, [redacted]
[redacted] , I apologize for the difficulties you encountered in obtaining service from my team I believe your issue was resolved with one of my senior technicians, Lee, on February 10, under case # [redacted] Lee also provided you with his direct contact information should you need to contact us in the future Please let me know if we did not resolve this issue completelyRegards, Jeff G [redacted] VP, Customer Operations
The agent has not reached out, I have not gotten any phone calls at the home phonei'll try to call themtell them to send me a phone # to reach them [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11971312, and find that this resolution is satisfactory to me Regards, Robynne Garrard
I sent this letter --- don't know if it will do any good but I feel betterWill go with anyone that wants to file a lawsuitI will start out as saying that I loved your product until recently --- in the past I told anyone who would listen about your product and many people purchased it based on my recommendation -- now I will tell no one about it because you have made it impossible to get helpI have searched your website, called your company and can't get help for what your recent software problems have caused, you say it is fixed so why doesn't it workBTW, many of my friends can't use theirs either and will not recommend it again either unless it's fixedThe problem -- I don't use the cloudNever haveNever willBut it always ask me to sign into my cloud accountNoYour fix didn't fix this problem, then after a few seconds it says there is a problem and Neat will shut downIt started a few weeks ago until then I didn't have to sign in and didn't have any problemsHowever, sometimes it will let me import pdfs but not scan in any documents before it shuts downI went into Neat days ago and it let me scan in a few receipts before I got the message and now it is evidently in a loop and with the wording at the top saying document processing but nothing gets doneI even uninstalled the software and reinstalled it hoping that would clear out the processing but it didn'tThis is frustrating as I use it for so many things and it seems my life is in NeatWhy can't I get help after being a loyal customer since 2012? I didn't expect to have a problem with your company so therefore didn't see the need for further supportSo because you decided that all of those who had bought your product many years ago weren't valued by your company anymore and are causing them to have to buy, on a monthly basis, new software to be able to use your system I guess we will have to find another product to service out needsI understand making money but not serving your customers is not good customer service and will not help you out when the word gets out by those whom you have left in the dust, so to speakWhat do I have to do to solve this problem besides buy your new software or use the cloud (neither of which I will do)? I don't like being forced to do something that I don't like so if that is the solution you are sadly mistaken because it won't happenI'll find another product that I can import my documents into and throw yours in the trash and tell my friends and anyone who wants the info about it
Could not talk to a live person Always pushed to website One of the responses should allow conversation with a human being
Our sincerest apologies to the user for the continued frustration We are willing to offer additional assistance in an effort to clear up any occurrence of confusion which might be preventing the customer from contacting Neat to obtain support for the technical issue reported to the Revdex.comAs the customer currently has an expired free trial support plan (which accommodates users wishing to speak with a live agent over the phone) there is an alternate option for obtaining Technical Support assistance by creating a case with us through Neat Help Center portal: http://www.neat.com/support/contact-support/ Once the case is created, the customer may reply back to the opened Revdex.com complaint with the case number and we will ensure the customer receives the assistance requested If the customer prefers to remain on the legacy version of the Neat software, he will be able to do so, although, Neat will no longer be developing feature enhancements, updates, or bug fixes for the Neat legacy softwareAs requested by the customer, too access the most current version of the Neat legacy desktop, the customer may download from the following link: http://cdn.neatco.com/ [redacted] - if the customer requires any guidance with installing, he may reply back to this Revdex.com complaint, or open a support ticket as previously mentioned
We apologize for the experience that you have had in resolving your technical support issue.We have had a senior technical support agent reach out to you to further discuss the issue that you are having The agent you are working with will be taking over this specific case If you continue to have issues please respond to that case you already have created which is case [redacted]
Our apologies to the customer for the difficulties reported in the filed complaintThe complaint against Neat has been reviewed, and in response, the Neat organization stands by the products and services that it offersUpon reviewing the customer record associated with the specific email address provided in the Revdex.com complaint ( [redacted] / [redacted] ) - we have located the sales order referenced by the customer: [redacted] In response to the customer, we have identified there is a past due balance in "Pending Billing" status associated with the account for the purchase of a NeatDesk Scanner for ***, on 03/21/A payment of has not been received One payment of received on 4/3/and one of received on 4/9/ At this time there is an outstanding balance in the amount of for [redacted] A screen shot of the order for the outstanding balance has been provided for review and as evidence to the fact Neat is still owed for the original purchase of the scanner.It is suggested the customer contact our collections specialists team to address the past due balance at the following number: ###-###-####Once the payment has been made, Neat is certainly be willing to assist with any technical issues reported by the customerAdditionally, if any customer does not wish to sign up for the NeatCloud subscription service, they may remain on our Legacy software and more information regarding this process is included in the following link: [redacted]
We do apologize for any misunderstandingCancellation of your cloud subscription was applied yesterday at your request via phoneFuture 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 ***, or an address for the mailing of a check
As previously indicated, free trials are not associated with the monthly subscriptionWe are sorry if there was any confusion when review that page However, you still added the trial to the cart which clearly indicates that after the day trial you will be billed at the annual rate of $ Additionally, in order to continue creating a free trial you have to agree to the Terms and Conditions, which again indicates that you authorize Neat to process a payment at the annual rate of $119.99.A copy of the terms and conditions can be found here http://www.neat.com/ [redacted] /.Unfortunately, we will not be able to process a refund and at this time Neat will consider the complaint as resolved as no further action will be taken, due to agreement of the terms and conditions and a lack of request for cancellation of service within days of billing
Complaint: [redacted] I am rejecting this response because: Neat Support told me that since I started the Revdex.com complaint process, all communication must now be processed through this complaintThey instructed me to reply with a rejected response to let them know that I accept them downloading my items on the "back-end." This is because the only way to download your files directly from their cloud is to download each individual item one by one (contrary to what I've been told by support reps.)They told me that If I accept this option, once completed, they will respond again with information on how to download my dataTo start that process they will need to reset my password so that they can access my account and then start the download process.Once completed, they will cancel my account and send me a link to download all of my images so that I don't have to download them one by one.Buyer beware: Basically, once you've got all of your info in their cloud, you better maintain the integrity of your desktop database If not, you'll be stuck in my situation This software/hardware/cloud bundle is a lot more proprietary than I anticipated it to be Regards, [redacted] *
We are sorry to hear that you are having technical issues with the legacy software.However, after reviewing your most recent contact with our technical support department in case ***, on 11/30/2017, it does appear that an agent was willing / able to assist you in resolving your reported issue The agent conducted a remote session and was able to locate your database The agent also informed you that users are able to continue using the legacy software at no additional cost but that there is no live technical support or further releases made to this version of the product Although you were on an unsupported version of the software the agent provided a remote session to the issue that you reported
Hello ***, Unfortunately we cannot support hardware indefinitely and as all companies do, we have to decide when to end of life products and servicesAt this time we can no longer provide support for the model scanner you haveWe are willing to offer you a refurbished current model of the NeatReceipts scanner that is supported in [redacted] for a discounted price of $(regularly $129.99)Neat Support
The customer was billed for charges for the cloud service A refund has already taken place for of the charges last week We are awaiting an email reply regarding the third refund in response to feedback provided within social media last week
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for your assistance, I appreciate itI have attached a copy of the Proof of Delivery by UPS on 7/18/ Regards, [redacted]
Case# [redacted] was received as an email correspondent involving a technical matter instead of a billing matter We ask that you do not reply to this case in compliance with the expectations of the terms and conditions outlined with the Revdex.com We do apologize if an additional authorization has been applied in the amount of Your financial statement will reflect the reversal of this additional authorization if it has not already It is indeed a one time charge and not that of reoccurring billing A one time charge will post in the amount of $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank You!! I'm glad you guys are there to help out Regards, [redacted] ***
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 business days for refund processing in the amount of