[redacted] , Just found out that the 2nd claim with [redacted] was approved late last week and we are processing a refund for the customer It will take up to business days to show on the customer's account We will update the complaint online as well Thank you, Jeff
We do apologize as it seems we previously had a problem locating your account FAQ #addresses tracking a shipped order ( [redacted] ) Refund processing is in place for billing of the subscription only as we ask that you reach out to use directly for cancellation of your service to avoid future charges of the available service ( [redacted] ) Cancellation of your cloud subscription has taken place as requested Please allow up to business days for a credit in the amount of $to be applied to your credit card ending in ***
Mr [redacted] please see the following response regarding the Neat subscription of Mrs [redacted] : Mrs [redacted] [redacted] replied to an automated email alert for past due billing sent on 1/21/ She ask that we process cancellation as she hasn't used the service in months The email is noted: "For further assistance please contact our Billing Department .Replies to this email are not monitored." We do apologize as we where unable to response to this email as it's specifically used for outbound email alerts only On 3/your mother spoke with an agent who reviewed her subscription and presented options At that time she accepted the offer of removal unsuccessful billing attempts applied for the prior months Thereafter, a new order was applied for a lower level of service that would still meet her needs as a consumer We have no desire to provide trickery in any capacity as we are in the business of aiding consumers and small businesses with additional options for organizing their home and/or small business At this time we have removed her subscription service and applied a refund in the amount of for the charge appliedPlease allow up to business days for the credit to appear on her financial statementYour mother may removed the credit card of billing from her account once refund process has taken place Please refer her to [redacted] for removal of her credit card on file
A prorated refund was originally applied as the request was received one month into the twelve month cycle At this time an additional refund has been applied in the amount of $ Please see the credit invoice attached for confirmation Please inform the Revdex.com if there it matter may be considered fully resolved
Hello [redacted] , Please note, the return label is not in the boxYou should have received an email with a copy of the return label that you can print and attach to the boxI have resent the original label as well as a 2nd label for the broken replacement you received The emails will be from ***, and not the Neat Company-- please check your junk mail if you don't see it in your inboxYou can print out each, attach them to the boxes and drop them off at a [redacted] locationWe have also processed the replacement order for your scannerWe are shipping you out a New Merlot Scanner replacementThe sales order number for this replacement is as follows: [redacted] Please note, you will receive an additional email with your [redacted] tracking number once that is availableNeat Support
[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, as I no longer plan on using Neat's servicesHowever, I would also like to state, the contradictory to the statement made by Neat, I have been unable to access my stored files, and I am not interested in migrating to their new cloud based service.And once again, I've searched my email, and no attempt was made to notify me that the software was being discontinued 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:No email has been received to [redacted] @gamesales.us, please send your request or reply to this email address Regards, [redacted] & [redacted]
I work for a medium sized company (500+ employee's) and we work with many vendorsWe have a good working relationship with most, but in this case we discovered a company who's business practices are sub parUpon receiving the product, NeatReceipts portable scanner, it did not workSince there is no return address on their website, they require customers call to get the return addressI called their automated system and was asked a series of detailed questions about the account, like what was the phone number you used when setting up the account? In this case we did not use a phone number to set up the accountAnother interesting note, none of the questions were, "What is your order number," which I actually had sitting in front of meAfter trying their automated phone tree several times, and over several days, I finally got through to an individual (about 1/hour to get through)She gave me the "run-around" with the final statement that her Senior Sales Associate will not approve the return of the productThen she said, "However you are approved for a replacement; let me transfer you to tech support." After waiting about minutes on hold a guy picked up saying, "Tech support, how can I help you." It was obvious she did not speak with him prior to transferring meAgain this is a sub par business practiceAfter I explained to him that "I have been approved" for a replacement product, he proceeds to tell me that they "don't do that in this department - hold on," and promptly transfers me back to the automated phone tree systemNeedless to say we will not be doing business with the Neat Company in the future, and I recommend you do not do business with them eitherTheir products are defective and their customer support is shoddy
Customer Comment:"I bought a Neat scanner and the cloud service that is suppose to back up all the data and save it to the cloud in cause of computer failure you do not lose your data." The Neat cloud service is not a backup program but allows customers to access their data through mobile devices and alternate computersIt is not a fail-safe ensuring the backup of the software database as the legacy version of the Neat software for both Windows and [redacted] have instructions for backing up the database to ensure data integrityWe do not promote Neat cloud as a backup service, though it is a common misconception for any cloud service on the market:Neat Backup Guide: http://www.neat.com/helpcenter/backup-neat-database/Creating a Backup of Neat for ***:http://www.neat.com/helpcenter/backup-neat-for-***/It is recommended that if customers are syncing from the unsupported retired legacy software, or the neat cloud powered application, that they check Neat cloud to ensure their items have been successfully uploaded as part of the verification processesAs the customer reported a computer failure with the retired and unsupported Neat legacy software, the steps in the backup guides provided above inform customers they should create a backup file locally and then move the file to an alternate location for storing, such as an external hard drive, in the event of computer failure which would prevent data accessWe see the customer has been working with our support team, and as of 10/10/out of courtesy to the customer, we are refunding months of Neat cloud via check*please see attachment
[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 should not have to spend more money for a mistake on a companies advertised product to get what I origionally thought I was gettingThis is an error on beats end and as a respectable company they should correct the error with customers effectedI can forward emails and pictures of the error if needed Regards, [redacted]
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
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 scannerIt 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]
[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 somewhat acceptable to me Regards, [redacted]
confirmationAfter days there is a monthly charge of $+ tax for the Neat cloud service.\n\nWe have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.\n\nUnfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.\n\nNeat Support"]" Hello" class="cuttext">data-sheets-userformat="[null,null,769,[null,0],null,null,null,null,null,null,nu...⇄ [redacted] ,When you placed your order on-line you were given the option of including a day free trial of our Neat cloud serviceAfter your purchase you also should have received an email confirmationAfter days there is a monthly charge of $+ tax for the Neat cloud service.We have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.Unfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.Neat Support
Attached is an example of how to enter in the web address and what the page looks like when the page is reachedWe have no other reports of the link which is sent not working for other customersWe will be refunding the customer the charge of $for the last payment withdrawn from their account
[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] After downloading and reinstalling a few times, I got it to work You can close the claim Regards, [redacted]
The total purchase price comes to a total of Two payments have been applied to your account One in the amount of (4/3/12) for S&H and the second in the amount of (4/9/12) for the first of four installment payments As of todays date your order of [redacted] has a remaining balance in the amount of No other payments have been applied to your account of billing Please submit a copy of your credit card statement confirming the date and amounts paid From there we can properly trace the additional payments made
[redacted] I understand that my team has been assisting you with your issue I apologize that this got to a level whereby you had to contact the Revdex.com I am hopeful that we have resolved your issue and if not, feel free to reach out to me directly in the futureKindest Regards, Jeff G [redacted] VP, Customer Operations ***@neat.com
An agent has reached out to the customer to resolve the issue reported hereIf the customer is in need of support in the future he may reply to the email sent at the end of the support session and we will reach back out
[redacted] , Just found out that the 2nd claim with [redacted] was approved late last week and we are processing a refund for the customer It will take up to business days to show on the customer's account We will update the complaint online as well Thank you, Jeff
We do apologize as it seems we previously had a problem locating your account FAQ #addresses tracking a shipped order ( [redacted] ) Refund processing is in place for billing of the subscription only as we ask that you reach out to use directly for cancellation of your service to avoid future charges of the available service ( [redacted] ) Cancellation of your cloud subscription has taken place as requested Please allow up to business days for a credit in the amount of $to be applied to your credit card ending in ***
Mr [redacted] please see the following response regarding the Neat subscription of Mrs [redacted] : Mrs [redacted] [redacted] replied to an automated email alert for past due billing sent on 1/21/ She ask that we process cancellation as she hasn't used the service in months The email is noted: "For further assistance please contact our Billing Department .Replies to this email are not monitored." We do apologize as we where unable to response to this email as it's specifically used for outbound email alerts only On 3/your mother spoke with an agent who reviewed her subscription and presented options At that time she accepted the offer of removal unsuccessful billing attempts applied for the prior months Thereafter, a new order was applied for a lower level of service that would still meet her needs as a consumer We have no desire to provide trickery in any capacity as we are in the business of aiding consumers and small businesses with additional options for organizing their home and/or small business At this time we have removed her subscription service and applied a refund in the amount of for the charge appliedPlease allow up to business days for the credit to appear on her financial statementYour mother may removed the credit card of billing from her account once refund process has taken place Please refer her to [redacted] for removal of her credit card on file
A prorated refund was originally applied as the request was received one month into the twelve month cycle At this time an additional refund has been applied in the amount of $ Please see the credit invoice attached for confirmation Please inform the Revdex.com if there it matter may be considered fully resolved
Hello [redacted] , Please note, the return label is not in the boxYou should have received an email with a copy of the return label that you can print and attach to the boxI have resent the original label as well as a 2nd label for the broken replacement you received The emails will be from ***, and not the Neat Company-- please check your junk mail if you don't see it in your inboxYou can print out each, attach them to the boxes and drop them off at a [redacted] locationWe have also processed the replacement order for your scannerWe are shipping you out a New Merlot Scanner replacementThe sales order number for this replacement is as follows: [redacted] Please note, you will receive an additional email with your [redacted] tracking number once that is availableNeat Support
[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, as I no longer plan on using Neat's servicesHowever, I would also like to state, the contradictory to the statement made by Neat, I have been unable to access my stored files, and I am not interested in migrating to their new cloud based service.And once again, I've searched my email, and no attempt was made to notify me that the software was being discontinued 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:No email has been received to [redacted] @gamesales.us, please send your request or reply to this email address Regards, [redacted] & [redacted]
I work for a medium sized company (500+ employee's) and we work with many vendorsWe have a good working relationship with most, but in this case we discovered a company who's business practices are sub parUpon receiving the product, NeatReceipts portable scanner, it did not workSince there is no return address on their website, they require customers call to get the return addressI called their automated system and was asked a series of detailed questions about the account, like what was the phone number you used when setting up the account? In this case we did not use a phone number to set up the accountAnother interesting note, none of the questions were, "What is your order number," which I actually had sitting in front of meAfter trying their automated phone tree several times, and over several days, I finally got through to an individual (about 1/hour to get through)She gave me the "run-around" with the final statement that her Senior Sales Associate will not approve the return of the productThen she said, "However you are approved for a replacement; let me transfer you to tech support." After waiting about minutes on hold a guy picked up saying, "Tech support, how can I help you." It was obvious she did not speak with him prior to transferring meAgain this is a sub par business practiceAfter I explained to him that "I have been approved" for a replacement product, he proceeds to tell me that they "don't do that in this department - hold on," and promptly transfers me back to the automated phone tree systemNeedless to say we will not be doing business with the Neat Company in the future, and I recommend you do not do business with them eitherTheir products are defective and their customer support is shoddy
Customer Comment:"I bought a Neat scanner and the cloud service that is suppose to back up all the data and save it to the cloud in cause of computer failure you do not lose your data." The Neat cloud service is not a backup program but allows customers to access their data through mobile devices and alternate computersIt is not a fail-safe ensuring the backup of the software database as the legacy version of the Neat software for both Windows and [redacted] have instructions for backing up the database to ensure data integrityWe do not promote Neat cloud as a backup service, though it is a common misconception for any cloud service on the market:Neat Backup Guide: http://www.neat.com/helpcenter/backup-neat-database/Creating a Backup of Neat for ***:http://www.neat.com/helpcenter/backup-neat-for-***/It is recommended that if customers are syncing from the unsupported retired legacy software, or the neat cloud powered application, that they check Neat cloud to ensure their items have been successfully uploaded as part of the verification processesAs the customer reported a computer failure with the retired and unsupported Neat legacy software, the steps in the backup guides provided above inform customers they should create a backup file locally and then move the file to an alternate location for storing, such as an external hard drive, in the event of computer failure which would prevent data accessWe see the customer has been working with our support team, and as of 10/10/out of courtesy to the customer, we are refunding months of Neat cloud via check*please see attachment
[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 should not have to spend more money for a mistake on a companies advertised product to get what I origionally thought I was gettingThis is an error on beats end and as a respectable company they should correct the error with customers effectedI can forward emails and pictures of the error if needed Regards, [redacted]
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
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 scannerIt 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]
[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 somewhat acceptable to me Regards, [redacted]
confirmationAfter days there is a monthly charge of $+ tax for the Neat cloud service.\n\nWe have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.\n\nUnfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.\n\nNeat Support"]" Hello" class="cuttext">data-sheets-userformat="[null,null,769,[null,0],null,null,null,null,null,null,nu...⇄ [redacted] ,When you placed your order on-line you were given the option of including a day free trial of our Neat cloud serviceAfter your purchase you also should have received an email confirmationAfter days there is a monthly charge of $+ tax for the Neat cloud service.We have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.Unfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.Neat Support
Attached is an example of how to enter in the web address and what the page looks like when the page is reachedWe have no other reports of the link which is sent not working for other customersWe will be refunding the customer the charge of $for the last payment withdrawn from their account
[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] After downloading and reinstalling a few times, I got it to work You can close the claim Regards, [redacted]
The total purchase price comes to a total of Two payments have been applied to your account One in the amount of (4/3/12) for S&H and the second in the amount of (4/9/12) for the first of four installment payments As of todays date your order of [redacted] has a remaining balance in the amount of No other payments have been applied to your account of billing Please submit a copy of your credit card statement confirming the date and amounts paid From there we can properly trace the additional payments made
[redacted] I understand that my team has been assisting you with your issue I apologize that this got to a level whereby you had to contact the Revdex.com I am hopeful that we have resolved your issue and if not, feel free to reach out to me directly in the futureKindest Regards, Jeff G [redacted] VP, Customer Operations ***@neat.com
[redacted] ** I have had no further contact And I have no phone number that gets me to a real person I would greatly appreciate any help [redacted]
An agent has reached out to the customer to resolve the issue reported hereIf the customer is in need of support in the future he may reply to the email sent at the end of the support session and we will reach back out