I have had the same experience as most of the frustrated people who's reviews I have read here, no use in repeating everythingBottom line is NEAT has terrible to nonexistent customer serviceVery, very frustrating to buy a product for $then not get anything, but extremely limited and hard to obtain support for a limited amount of time then have to pay for supportGreat concept, terrible company; I can't imagine that they'll be around much longer
Our apologies to the customer for any difficulties or inconveniences experienced attempting to obtain assistance for their issueWe have identified the issue as resulting from the customer creating profiles with us - under different email addresses: [redacted] @***.com, [redacted] @***.com, [redacted] @ [redacted] .com Email address [redacted] @***.com expired on 2/1/Accounts under [redacted] @***.com and [redacted] @ [redacted] .com were never completely setup and missing password reset values Spoke with [redacted] who advised that she wanted the account under [redacted] @ [redacted] .com Customer requested that our billing manager speak with her office manager [redacted] at ###-###-####, called requested number and left message for [redacted] to return call to ###-###-#### RESOLUTION for customer is to move annual essential cloud subscription from [redacted] @***.com to [redacted] @ [redacted] .com Customer will be credit for months of paid service, which would take the paid subscription to Dec 9, As additional credit customer will be provided with additional months of service at no cost, which moves the next billing date to 2/9/ Customer was OK with this resolution
data-sheets-userformat="[null,null,2112259,[null,0],[null,2,16777215],null,null,...⇄ Hello ***, Please accept our apologies for the delay due to an error in processing Corrects are now being applied allow a check to be issued shortly Confirmation will be given once the check has been mailedNeat Support
We are able to locate an order created on 12/9/requesting a desk scanner One of the four scheduled payments successfully billed on 1/9/ A request for a replacement was sent on 2/15/ No charges where applied for the replacement as the scanner was still within the warranty period An email was sent to: [redacted] .com requesting only the scanner to be returned as there where no concerns with the software, or cords At time we've only received payment for the shipping and handling cost of on 12/10/and the initial payment of on 1/9/ We definitely want to resolve all billing matters and apply the needed corrections Please provide a record of additional payments applied towards the purchase of the scanner as there is an outstanding balance of $(original balance of +tax + S&H - total payments of 147.88)
[redacted] ,We do not show a record of contact or request to cancel for our Neat cloud services subscription The annual Cloud subscription is set to auto-renew unless you contact us otherwise before the payment is processed We will honor your request for refund of the charges of $charged in February and will cancel your subscription going forward Unfortunately, we cannot honor the refund request for last year's charges You should see the credit back to your credit card within 7-business days depending on the processing time of your bank.Kindest Regards,Neat Account Support Team
We're sorry to hear you've run into concerns while getting started I see communication from a previous email sent to us directly stating you're unable to get started and unable to reach us during our business hours Please share specific details with me as I'll be more than happy to assist you in getting started
** [redacted] states that it was not easy to cancel NeatCloud due to conflicting business hoursAs ** [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 $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 concernsThe Neat Company
Hello [redacted] ,I apologize for the issues you have been having with Neat and [redacted] .Neat Engineers are continuing to work diligently on issues that have presented themselves with the new [redacted] release In an effort to resolve some of the key issues, we are offering users a PRE-RELEASE download of the next full [redacted] version, 4.5.This has just been released on 11/9/If you have installed the previous driver we listed and are still having issues, updating to should resolve those.You can download the update and see more info here: https://www.neat.com/helpcenter/neat-***-el-capitan/If you continue to have issues after the update, please check here for additional troubleshooting options: https://www.neat.com/helpcenter/troubleshooting-neat-***-el-capitan/Neat Support
The pin was not activated for usage of the subscription Please visit activate.neat.com for activation of pin: [redacted] You may also visit neat.com/myaccount to ensure the number you’re calling from is linked to your account before reaching support via phone in the event further assistance is needed
[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:1) There was absolutely not any attempt of The Neat Company to contact meNor were there any suggestions of any other attempts to resolve this situation.2) As we have a business voice mail and there was not a single missed/not returned call or a voicemail left by this company.3) In my complaint, I specifically asked for a scheduled time of contact with advanced notice so we could anticipate it and be ready.4) None of my above requests have been met.I expect an actual legitimate attempt to resolve this issue.I would like advanced notice of times to set up a resolution conference call so myself and my attorney can be available for the call.Or a full refund of all products purchased 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: I was promised and expecting a full refund of $I need a) and explanation as to why I got a prorated refund and b) if I am going to accept it a detailed report on the prorated rate 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: I have been on hold in the Philippines for the last minutes They say that they cannot locate my file, nor can I speak with a supervisor as that supervisor is 'busy' They refused to give me a PO Box for my County Clerk to send a subpoenaThis is outrageousI need a contact at [redacted] that is located in the United States of America, and is aware of the Fair Debt Collections Practices Act I just want this done and over with, but I am very happy to let a Judge in Larimer County, Colorado decide who is right and who has abhorrent business practices My next contact will be the applicable Attorneys General and the Consumer Financial Protection Bureau I am not going to let you trash my Credit Rating I have children that I need their house 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: I have returned all units to Neat: The original, the refurbished replacement and the incorrect [redacted] unit Only the original came with cords and software Even the 'new' 3rd one did not include cords At this time, I have not a single scanner and I have been billed for The second billing was on 10/14/ I was promised a full warranty (some sort of extended coverage that should have cost extra but the customer service guy was 'being considerate') and it was supposed to have included a year of Cloud service However, I never could log inNot that it mattered: I haven't had a scanner for more than a few days at a timeand two of those did not have cords Which begs to ask: how exactly was the 3rd unit considered 'new' if it didn't have all of it's contents? Bottom line: I want what I paid for I want a Neat Desktop Scanner for [redacted] that includes all necessary cords, software, and cleaning sheets Because of my experience with Neat, I want the maximum warranty available at no extra charge to me and released from the second invoice! After years, units and now a Revdex.com complaint, I would think that would be the very least Neat could doOtherwise, I want a full refund of the cost of the units (I've been billed for 2.) And I will purchase a different brand [redacted]
Hello [redacted] ,I apologize for the issues you have been having trying to get your issues resolved with NeatWe cannot offer a refund at this time, but we can add year of free Neat cloud service to your accountWe would also like to setup an appointment so we can troubleshoot the issues you have been having with sync as well as your scanner If it's determined that your scanner is defective we can offer a replacement as well.Please reply with a date/time you are available for a callback, and the number you would like to be reached atPhone support is available Monday to Friday 9:00AM to 6:00PM EST.Neat Support
We do provide visibility of customer support on our site Please see the following link for support contact options: [redacted] / The following link will provide our main phone number: [redacted] / As a Priority Support Plan customer our automated phone system will identify your plan when calling from ###-###-#### You may reply back to this email with any other phone number you may call us from, or update you account through the following self service web portal: [redacted] An ongoing review has been in place for providing this privileged phone number on our site where non-premium support customers are able to view
I have a Neat machine and am trying to download the software to my new computer I've paid to upgrade to a cloud subscription and have tried for over hour to access the program When I log into my account it send me back to the site to upgrade my subscriptionThere is NO customer service available via phone, e-mail or chat to assist me The only option I have at this point is to pay $for Premium Support to get someone to contact meThis is ridiculous and horrible customer service
An email was sent on 5/6/(see attachment) confirming your order for a Neat Desk Scanner at along with a Neat cloud subscription (Home) to be applied on a monthly bases at The subscription includes an extended warranty available for replacement of your purchased scanner in the event of an accident, or even in the event of any malfunction beyond the manufacturers one year warranty The plan also allows remote access via our website along with our mobile app Access to an additional user is included in the plan as well Sync is involved from the web and mobile access in conjunction with your software application to enable access on all platforms including your desktop/laptop application We do see an initial verification of your account on 5/7/ This process involved applying a security question/answer along with a password made available for mobile and web access For security purposes we're unable to provide confirmation your initial web/ mobile app log-in However, the first date of software application usage took place on 7/23/ At that point the user ID and password was applied for your cloud subscription enabling sync to take place between all three platforms There have been previous notices (see attachment for example) submitted via email alerting you to an unsuccessful payment for your Neat cloud subscription An update to our phone system has been applied as of the beginning of this year which will match the phone number you're calling from to an associated account If you attempted to reach us from the number provided within this complaint of vs 347-920-as the number provided on your account there will be a concern in connecting your call Providing the link email address of [redacted] @***.com will allow your call to be connected We do apologize if this was not of your experience Please feel free to share the date/time and confirmed number dialed from during any of your past attempts in reaching us since January At this time a refund request has been approved in the form of a check for all successful charges dated back to Nov 13'Please allow 5-business days for refund processing All other unsuccessfully billing attempts have been dismissed
My wife and I purchased a scanner from this company to include an online cloud styled service for her parents for Christmas in 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 scannerMy 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 wayThe 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 lawsI 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 knowledgeIf 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 billMy 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 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 $until thenI could not recommend a company that operates in such a fashion to my worse enemy I am 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
We apologize for your experience Unfortunately this time of year we do experience high call and chat volumes.I do see that you attempted to contact us on 1/17/through our chat channel, by the time an agent was able to assist you, it appears that you were no longer available An email follow up sent to the same email address 1/17/and 1/19/2018, providing you additional options to contact, even through a reply to the email we sent It is possible that depending on your email settings that our email to you was placed in the junk or spam folder This is the only case that we see on file for you, and in that case there was no request for a cancellation of service or refund.We will have a technical support agent reach out to you, if you are not available, then they will send an email, if you do not see this in your inbox, please check your junk or spam folder and you can reply to that email for further assistance At that time if you do not wish to continue witht he servicethe agent will be able to assist you with the cancellation and refund as well
We recently provided an update to our cloud infrastructure to help improve your experience when using your Neat productsAfter some diligent testing we determined that there is a small bug present that will limit your ability to sync new items to our cloud Fear not! We have identified the issue and are on our way to releasing a new update to resolve this issue When the update is made public your software will automatically start syncing again and you will no longer receive any downtimeOur hope is to release the update within the next business day and we will be back in contact soon to let you know it has been resolved Thanks for continuing to be a loyal Neat user!-The Neat Company
I have had the same experience as most of the frustrated people who's reviews I have read here, no use in repeating everythingBottom line is NEAT has terrible to nonexistent customer serviceVery, very frustrating to buy a product for $then not get anything, but extremely limited and hard to obtain support for a limited amount of time then have to pay for supportGreat concept, terrible company; I can't imagine that they'll be around much longer
Our apologies to the customer for any difficulties or inconveniences experienced attempting to obtain assistance for their issueWe have identified the issue as resulting from the customer creating profiles with us - under different email addresses: [redacted] @***.com, [redacted] @***.com, [redacted] @ [redacted] .com Email address [redacted] @***.com expired on 2/1/Accounts under [redacted] @***.com and [redacted] @ [redacted] .com were never completely setup and missing password reset values Spoke with [redacted] who advised that she wanted the account under [redacted] @ [redacted] .com Customer requested that our billing manager speak with her office manager [redacted] at ###-###-####, called requested number and left message for [redacted] to return call to ###-###-#### RESOLUTION for customer is to move annual essential cloud subscription from [redacted] @***.com to [redacted] @ [redacted] .com Customer will be credit for months of paid service, which would take the paid subscription to Dec 9, As additional credit customer will be provided with additional months of service at no cost, which moves the next billing date to 2/9/ Customer was OK with this resolution
data-sheets-userformat="[null,null,2112259,[null,0],[null,2,16777215],null,null,...⇄ Hello ***, Please accept our apologies for the delay due to an error in processing Corrects are now being applied allow a check to be issued shortly Confirmation will be given once the check has been mailedNeat Support
We are able to locate an order created on 12/9/requesting a desk scanner One of the four scheduled payments successfully billed on 1/9/ A request for a replacement was sent on 2/15/ No charges where applied for the replacement as the scanner was still within the warranty period An email was sent to: [redacted] .com requesting only the scanner to be returned as there where no concerns with the software, or cords At time we've only received payment for the shipping and handling cost of on 12/10/and the initial payment of on 1/9/ We definitely want to resolve all billing matters and apply the needed corrections Please provide a record of additional payments applied towards the purchase of the scanner as there is an outstanding balance of $(original balance of +tax + S&H - total payments of 147.88)
[redacted] ,We do not show a record of contact or request to cancel for our Neat cloud services subscription The annual Cloud subscription is set to auto-renew unless you contact us otherwise before the payment is processed We will honor your request for refund of the charges of $charged in February and will cancel your subscription going forward Unfortunately, we cannot honor the refund request for last year's charges You should see the credit back to your credit card within 7-business days depending on the processing time of your bank.Kindest Regards,Neat Account Support Team
We're sorry to hear you've run into concerns while getting started I see communication from a previous email sent to us directly stating you're unable to get started and unable to reach us during our business hours Please share specific details with me as I'll be more than happy to assist you in getting started
** [redacted] states that it was not easy to cancel NeatCloud due to conflicting business hoursAs ** [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 $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 concernsThe Neat Company
Hello [redacted] ,I apologize for the issues you have been having with Neat and [redacted] .Neat Engineers are continuing to work diligently on issues that have presented themselves with the new [redacted] release In an effort to resolve some of the key issues, we are offering users a PRE-RELEASE download of the next full [redacted] version, 4.5.This has just been released on 11/9/If you have installed the previous driver we listed and are still having issues, updating to should resolve those.You can download the update and see more info here: https://www.neat.com/helpcenter/neat-***-el-capitan/If you continue to have issues after the update, please check here for additional troubleshooting options: https://www.neat.com/helpcenter/troubleshooting-neat-***-el-capitan/Neat Support
The pin was not activated for usage of the subscription Please visit activate.neat.com for activation of pin: [redacted] You may also visit neat.com/myaccount to ensure the number you’re calling from is linked to your account before reaching support via phone in the event further assistance is needed
[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:1) There was absolutely not any attempt of The Neat Company to contact meNor were there any suggestions of any other attempts to resolve this situation.2) As we have a business voice mail and there was not a single missed/not returned call or a voicemail left by this company.3) In my complaint, I specifically asked for a scheduled time of contact with advanced notice so we could anticipate it and be ready.4) None of my above requests have been met.I expect an actual legitimate attempt to resolve this issue.I would like advanced notice of times to set up a resolution conference call so myself and my attorney can be available for the call.Or a full refund of all products purchased 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: I was promised and expecting a full refund of $I need a) and explanation as to why I got a prorated refund and b) if I am going to accept it a detailed report on the prorated rate 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: I have been on hold in the Philippines for the last minutes They say that they cannot locate my file, nor can I speak with a supervisor as that supervisor is 'busy' They refused to give me a PO Box for my County Clerk to send a subpoenaThis is outrageousI need a contact at [redacted] that is located in the United States of America, and is aware of the Fair Debt Collections Practices Act I just want this done and over with, but I am very happy to let a Judge in Larimer County, Colorado decide who is right and who has abhorrent business practices My next contact will be the applicable Attorneys General and the Consumer Financial Protection Bureau I am not going to let you trash my Credit Rating I have children that I need their house 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: I have returned all units to Neat: The original, the refurbished replacement and the incorrect [redacted] unit Only the original came with cords and software Even the 'new' 3rd one did not include cords At this time, I have not a single scanner and I have been billed for The second billing was on 10/14/ I was promised a full warranty (some sort of extended coverage that should have cost extra but the customer service guy was 'being considerate') and it was supposed to have included a year of Cloud service However, I never could log inNot that it mattered: I haven't had a scanner for more than a few days at a timeand two of those did not have cords Which begs to ask: how exactly was the 3rd unit considered 'new' if it didn't have all of it's contents? Bottom line: I want what I paid for I want a Neat Desktop Scanner for [redacted] that includes all necessary cords, software, and cleaning sheets Because of my experience with Neat, I want the maximum warranty available at no extra charge to me and released from the second invoice! After years, units and now a Revdex.com complaint, I would think that would be the very least Neat could doOtherwise, I want a full refund of the cost of the units (I've been billed for 2.) And I will purchase a different brand [redacted]
Hello [redacted] ,I apologize for the issues you have been having trying to get your issues resolved with NeatWe cannot offer a refund at this time, but we can add year of free Neat cloud service to your accountWe would also like to setup an appointment so we can troubleshoot the issues you have been having with sync as well as your scanner If it's determined that your scanner is defective we can offer a replacement as well.Please reply with a date/time you are available for a callback, and the number you would like to be reached atPhone support is available Monday to Friday 9:00AM to 6:00PM EST.Neat Support
We do provide visibility of customer support on our site Please see the following link for support contact options: [redacted] / The following link will provide our main phone number: [redacted] / As a Priority Support Plan customer our automated phone system will identify your plan when calling from ###-###-#### You may reply back to this email with any other phone number you may call us from, or update you account through the following self service web portal: [redacted] An ongoing review has been in place for providing this privileged phone number on our site where non-premium support customers are able to view
I have a Neat machine and am trying to download the software to my new computer I've paid to upgrade to a cloud subscription and have tried for over hour to access the program When I log into my account it send me back to the site to upgrade my subscriptionThere is NO customer service available via phone, e-mail or chat to assist me The only option I have at this point is to pay $for Premium Support to get someone to contact meThis is ridiculous and horrible customer service
An email was sent on 5/6/(see attachment) confirming your order for a Neat Desk Scanner at along with a Neat cloud subscription (Home) to be applied on a monthly bases at The subscription includes an extended warranty available for replacement of your purchased scanner in the event of an accident, or even in the event of any malfunction beyond the manufacturers one year warranty The plan also allows remote access via our website along with our mobile app Access to an additional user is included in the plan as well Sync is involved from the web and mobile access in conjunction with your software application to enable access on all platforms including your desktop/laptop application We do see an initial verification of your account on 5/7/ This process involved applying a security question/answer along with a password made available for mobile and web access For security purposes we're unable to provide confirmation your initial web/ mobile app log-in However, the first date of software application usage took place on 7/23/ At that point the user ID and password was applied for your cloud subscription enabling sync to take place between all three platforms There have been previous notices (see attachment for example) submitted via email alerting you to an unsuccessful payment for your Neat cloud subscription An update to our phone system has been applied as of the beginning of this year which will match the phone number you're calling from to an associated account If you attempted to reach us from the number provided within this complaint of vs 347-920-as the number provided on your account there will be a concern in connecting your call Providing the link email address of [redacted] @***.com will allow your call to be connected We do apologize if this was not of your experience Please feel free to share the date/time and confirmed number dialed from during any of your past attempts in reaching us since January At this time a refund request has been approved in the form of a check for all successful charges dated back to Nov 13'Please allow 5-business days for refund processing All other unsuccessfully billing attempts have been dismissed
My wife and I purchased a scanner from this company to include an online cloud styled service for her parents for Christmas in 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 scannerMy 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 wayThe 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 lawsI 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 knowledgeIf 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 billMy 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 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 $until thenI could not recommend a company that operates in such a fashion to my worse enemy I am 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
We apologize for your experience Unfortunately this time of year we do experience high call and chat volumes.I do see that you attempted to contact us on 1/17/through our chat channel, by the time an agent was able to assist you, it appears that you were no longer available An email follow up sent to the same email address 1/17/and 1/19/2018, providing you additional options to contact, even through a reply to the email we sent It is possible that depending on your email settings that our email to you was placed in the junk or spam folder This is the only case that we see on file for you, and in that case there was no request for a cancellation of service or refund.We will have a technical support agent reach out to you, if you are not available, then they will send an email, if you do not see this in your inbox, please check your junk or spam folder and you can reply to that email for further assistance At that time if you do not wish to continue witht he servicethe agent will be able to assist you with the cancellation and refund as well
We recently provided an update to our cloud infrastructure to help improve your experience when using your Neat productsAfter some diligent testing we determined that there is a small bug present that will limit your ability to sync new items to our cloud Fear not! We have identified the issue and are on our way to releasing a new update to resolve this issue When the update is made public your software will automatically start syncing again and you will no longer receive any downtimeOur hope is to release the update within the next business day and we will be back in contact soon to let you know it has been resolved Thanks for continuing to be a loyal Neat user!-The Neat Company