There is no record of communication from customer via phone or in writing prior to 11/3/when customer contacted the accounting department at which time it was discovered that the customer placed two orders online The first order was under email address [redacted] , the second under [redacted] Agents processed a refund for the duplicate billing in the amount of $ Customer had the option of logging into www.neat.com/myaccount to cancel either subscription Both subscriptions were cancelled on 11/3/per customer request
As an organization, Neat has set expectations with customer care agents that they will assume ownership of customer issues, as well as providing quality service in a timely manner The customer case history has been reviewed, and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.comThe customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressedIf they customer is amenable to this resolution - we request that customer provide a date, time, telephone number for when they will be available and the dedicated agent will contact directlyWe are also happy to address any additional concerns which the customer might have
[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 did do that but the company did not specifically address the issues Regards, [redacted]
Hello [redacted] ,We are sorry to hear about the issues you have had with your Neat productsYour request for a refund for the charges in September and October has been approved and the refund has been processedPlease allow 3-business days for the refund to show on your account.Neat Support
[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 as Answered] Complaint: [redacted] I am rejecting this response because:Shifting the blame onto a customer for the companies faulty software is not the answerAs I explained to the company more than times now, the hard drive crashed beyond recovery there is absolutely NO WAY to create a local backupWhile I am somehow happy that the company is trying to make it right by providing a month refund, it still doesn't make up for the months that I was paying for a service that wasn't working and giving absolutely no error or indication of a problemI don't believe that it is my responsibility to double check behind the company to make sure that their product is workingThey dont pay me one bit for QA testingI paid for a service that I wasn't receivingI feel I am entitled to a full refund all the way back to March of Regards, [redacted]
As an organization, Neat has set expectations with customer care agents that they will assume ownership of customer issues, as well as providing quality service in a timely mannerThe customer case history has been reviewed, and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.comThe customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressed.If they customer is amenable to this resolution - we request that customer provide a date, time, telephone number for when they will be available and the dedicated agent will contact directlyWe are also happy to address any additional concerns which the customer might have
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 if this can be done in a reasonable amount of time / expeditious manner (couple or few days) as opposed to the months it has taken thus far Regards, [redacted]
We are sorry to hear of your experience.Neat reserves the right to make changes to services provided Additionally, Neat has not required or forced any customer to purchase a subscription Customers that were previously on the legacy software can continue to do so However, there will be no further releases made to the software and is no longer supported via live agent assistance Neat offers a community for customers on the legacy software to seek additional assistance which is also monitored by the Neat Company to ensure that customers are provided with correct information.We do see that based on your request we have provided you with a direct download link for the legacy software on 9/1/via case number [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 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 as Answered] Complaint: [redacted] I am rejecting this response because:I spent several hours trying to create a workaround for this, and I have a technology related degree and know my way aroundNo luckIt never worked well, but now it doesn’t work AT ALLIt doesn’t support [redacted] because it is no longer supported by Neat.I’m sure you’re quite aware of the forums, so I echo that sentiment.The solution you provided does not work.I don’t look at this as a warranty, I look at it as a recallGarbage product - going in recycling.Zero integrityGarbage product I’ll be recycling this Regards, [redacted] ***
The complaint filed with the Revdex.com allows the opportunity to act as a liaison via written correspondence to act as a mediator to insure the matter is resolved appropriately There are numerous accounts matching the name of [redacted] We have not been able to locate a match to any of the following information given: address: [redacted] Broomfield, CO phone number: ###-###-#### email: [redacted] @ [redacted] At time we are in need of the address, phone number, email address, or the last four digits of the credit card billed Once we're able to locate the subscription we will process a cancellation and review any recent charges of billing for refund processing
[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 did not lodge the complain just on 5/19/ These are the events: First week of Feb 2014, I was like enticed to buy this scanner by calling me constantly and bought it on Sunday evening Neat representatives work tirelessly to sell the product over the weekendIn the same week of Feb after I got the scanner, I called Neat to report the scanner is not detected on the [redacted] computer The technician on the phone suggested that he will replace and send a return labelI was waiting for the label and did not get oneGot frustrated that after paying dollars, I could not use the scanner Called to report but they don't have customer service on weekend What a irony Neat can sell a product during weekend and after becoming customer of Neat, I am treated with no careThen I went online and lodge the complain I did not hear anythingGave couple of months and checked online to see the note from Neat that my problem was resolved (see the attachment file: Highly frustrated.pdf)Then I lodge a complaint again to Neat online (see the email corresponded with neat)Lodge complaint to Revdex.com and got the above response that I reject because of above reasonThen I saw the reply through Revdex.com and it gave a window to call the numberOn the phone, I called them I explain the complaint and requested for returnNeat representative said she will sent the label for return I am still waiting for the email with the label Till now no newsThis complaint will resolve only when I get a full refund after I returnI need to get my refund Regards, [redacted] ***
We do apologize as an error has prevented a refund to your credit card of billing for the last charge applied We are able to provide a refund in the form of a check to the address on file of: [redacted] **, Moorpark CA You may also update the credit card on file by logging in to your account of billing ( [redacted] )Please let u know of the preferred method
Hello ***,Sorry to hear that you scheduled callback was not completedI see that you requested a callback for today from 10-MSTA support representative will be reaching out to you shortly to help you resolve this issue
At this time we have confirmed an active subscription under the email address of [redacted] @***.com You are not required to purchase a cloud subscription in order to keep using your Neat Legacy SoftwareIf you are being presented with a message asking you to “Sign in to Initiate Sync” You are not required to purchase a cloud subscription in order to keep using your Neat Legacy SoftwareIf you are being presented with a message asking you to “Sign in to Initiate Sync” please sign in with the credentials you used to register your productYou will not be presented with that messaging again
I was out of town when these messages were sent The company claims that they offered complimentary service for a year, but that is untrue They delayed to provide help, and when they did (when I was finally on vacation), they did not provide a solution to my lost files and did not answer any questions about legacy issues Regardless, I have spent hundreds of both hours and dollars only to have many, many of my files lost and reduced capability to utilize the files I have- a bait and switch on the part of the company.I need the case to be reopened in order to provide this update Apparently it was just closed today[redacted]
I sent you an email referencing Quicken when it should have been The Neat CompanyHere is how it should have read:I'm sorry I didn't respond quicker to this complaint resolutionTimothy, from Neat, called me and set up a time to call me back as I wasn't near my computerDuring the time I was waiting for his call I applied some of the "fixes” that Neat had sent to me via the Revdex.comEven though at the time I was applying these "fixes" I wasn't sure they were working, when I went to open my Neat software the next time it worked fineSo I guess that what ever the problem was, it resolved itselfWhen Timothy called me back, exactly on time, I told him what had happened and we both agreed that that the "fix" must have workedThank you for your assistance in resolving this situation and thanks to Timothy for his professional and prompt response[redacted]
The following communication was received on 11/20/in response to an email offer sent for a sweepstakes: Look here, if you people are going to continue to send me JUNK MAIL, then at least ANSWER ME FROM THE TWO TIMES I WENT THROUGH ALL THE RIGAMAROLL TO GET TO THE "CONTACT US" PART!!!!!!!!I am not happy with paying for service I did not want, and I DO NOT WANT TO BE CHARGED ANY MORE EITHER!!!!!!!? Your site is most difficult because it sends you in circles and gives no REAL ANSWERS! The following response was provided on 11/26/14: Hello [redacted] ,Thanks for writing inWe apologize for the inconvenienceI can see that you are subscribed for the annual NeatCloud PremiumIf you don't need the service and wants to cancel, please call ###-###-#### Our account specialists are available Monday through Friday from 9:a.mto 6:p.m(EST) Please let us know if you have any other questions or concerns in a response emailWe'll be happy to assist you.Thank you for contacting us,Journey-Neat Technical Support We do not have a record of additional email communication received from the email address of [redacted] applied on your account Please let us know if other correspondents where sent from a different email address We do see you may not have had an opportunity to call in as requested for the adjustment to your cloud subscription At this time we've processed a cancellation of the subscription and removal of [redacted] from our marketing email listing Please allow 5-business days for refund processing in the amount of $ There is a one year manufactures warranty in place that will allow an exchange if we're not able to resolve the issue at hand through troubleshooting In regards to the scanner you are able to use our support page as a resource for self help If further assistance is needed we recommend logging into your neat account to insure correspondence are received appropriately You may also sign up for our NeatCare support allowing the opportunity for one on one phone support through a dedicated phone line for expedited assistance Please see the link below for more information on our NeatCare opportunities for support: http://www.neat.com/products/priority-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 Regards, [redacted]
[redacted] ***,We attempted to reach you from our Technical Service department on March but have not received a reply from you or your office We are here to help resolve you technical issues and get you back up and running with your Neat platforms Please let us know a time convenient for you or your staff and we will help resolve once-and-for-all Neat Support Team
There is no record of communication from customer via phone or in writing prior to 11/3/when customer contacted the accounting department at which time it was discovered that the customer placed two orders online The first order was under email address [redacted] , the second under [redacted] Agents processed a refund for the duplicate billing in the amount of $ Customer had the option of logging into www.neat.com/myaccount to cancel either subscription Both subscriptions were cancelled on 11/3/per customer request
As an organization, Neat has set expectations with customer care agents that they will assume ownership of customer issues, as well as providing quality service in a timely manner The customer case history has been reviewed, and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.comThe customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressedIf they customer is amenable to this resolution - we request that customer provide a date, time, telephone number for when they will be available and the dedicated agent will contact directlyWe are also happy to address any additional concerns which the customer might have
[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 did do that but the company did not specifically address the issues Regards, [redacted]
Hello [redacted] ,We are sorry to hear about the issues you have had with your Neat productsYour request for a refund for the charges in September and October has been approved and the refund has been processedPlease allow 3-business days for the refund to show on your account.Neat Support
[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 as Answered] Complaint: [redacted] I am rejecting this response because:Shifting the blame onto a customer for the companies faulty software is not the answerAs I explained to the company more than times now, the hard drive crashed beyond recovery there is absolutely NO WAY to create a local backupWhile I am somehow happy that the company is trying to make it right by providing a month refund, it still doesn't make up for the months that I was paying for a service that wasn't working and giving absolutely no error or indication of a problemI don't believe that it is my responsibility to double check behind the company to make sure that their product is workingThey dont pay me one bit for QA testingI paid for a service that I wasn't receivingI feel I am entitled to a full refund all the way back to March of Regards, [redacted]
As an organization, Neat has set expectations with customer care agents that they will assume ownership of customer issues, as well as providing quality service in a timely mannerThe customer case history has been reviewed, and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.comThe customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressed.If they customer is amenable to this resolution - we request that customer provide a date, time, telephone number for when they will be available and the dedicated agent will contact directlyWe are also happy to address any additional concerns which the customer might have
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 if this can be done in a reasonable amount of time / expeditious manner (couple or few days) as opposed to the months it has taken thus far Regards, [redacted]
We are sorry to hear of your experience.Neat reserves the right to make changes to services provided Additionally, Neat has not required or forced any customer to purchase a subscription Customers that were previously on the legacy software can continue to do so However, there will be no further releases made to the software and is no longer supported via live agent assistance Neat offers a community for customers on the legacy software to seek additional assistance which is also monitored by the Neat Company to ensure that customers are provided with correct information.We do see that based on your request we have provided you with a direct download link for the legacy software on 9/1/via case number [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 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 as Answered] Complaint: [redacted] I am rejecting this response because:I spent several hours trying to create a workaround for this, and I have a technology related degree and know my way aroundNo luckIt never worked well, but now it doesn’t work AT ALLIt doesn’t support [redacted] because it is no longer supported by Neat.I’m sure you’re quite aware of the forums, so I echo that sentiment.The solution you provided does not work.I don’t look at this as a warranty, I look at it as a recallGarbage product - going in recycling.Zero integrityGarbage product I’ll be recycling this Regards, [redacted] ***
The complaint filed with the Revdex.com allows the opportunity to act as a liaison via written correspondence to act as a mediator to insure the matter is resolved appropriately There are numerous accounts matching the name of [redacted] We have not been able to locate a match to any of the following information given: address: [redacted] Broomfield, CO phone number: ###-###-#### email: [redacted] @ [redacted] At time we are in need of the address, phone number, email address, or the last four digits of the credit card billed Once we're able to locate the subscription we will process a cancellation and review any recent charges of billing for refund processing
[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 did not lodge the complain just on 5/19/ These are the events: First week of Feb 2014, I was like enticed to buy this scanner by calling me constantly and bought it on Sunday evening Neat representatives work tirelessly to sell the product over the weekendIn the same week of Feb after I got the scanner, I called Neat to report the scanner is not detected on the [redacted] computer The technician on the phone suggested that he will replace and send a return labelI was waiting for the label and did not get oneGot frustrated that after paying dollars, I could not use the scanner Called to report but they don't have customer service on weekend What a irony Neat can sell a product during weekend and after becoming customer of Neat, I am treated with no careThen I went online and lodge the complain I did not hear anythingGave couple of months and checked online to see the note from Neat that my problem was resolved (see the attachment file: Highly frustrated.pdf)Then I lodge a complaint again to Neat online (see the email corresponded with neat)Lodge complaint to Revdex.com and got the above response that I reject because of above reasonThen I saw the reply through Revdex.com and it gave a window to call the numberOn the phone, I called them I explain the complaint and requested for returnNeat representative said she will sent the label for return I am still waiting for the email with the label Till now no newsThis complaint will resolve only when I get a full refund after I returnI need to get my refund Regards, [redacted] ***
We do apologize as an error has prevented a refund to your credit card of billing for the last charge applied We are able to provide a refund in the form of a check to the address on file of: [redacted] **, Moorpark CA You may also update the credit card on file by logging in to your account of billing ( [redacted] )Please let u know of the preferred method
Hello ***,Sorry to hear that you scheduled callback was not completedI see that you requested a callback for today from 10-MSTA support representative will be reaching out to you shortly to help you resolve this issue
At this time we have confirmed an active subscription under the email address of [redacted] @***.com You are not required to purchase a cloud subscription in order to keep using your Neat Legacy SoftwareIf you are being presented with a message asking you to “Sign in to Initiate Sync” You are not required to purchase a cloud subscription in order to keep using your Neat Legacy SoftwareIf you are being presented with a message asking you to “Sign in to Initiate Sync” please sign in with the credentials you used to register your productYou will not be presented with that messaging again
I was out of town when these messages were sent The company claims that they offered complimentary service for a year, but that is untrue They delayed to provide help, and when they did (when I was finally on vacation), they did not provide a solution to my lost files and did not answer any questions about legacy issues Regardless, I have spent hundreds of both hours and dollars only to have many, many of my files lost and reduced capability to utilize the files I have- a bait and switch on the part of the company.I need the case to be reopened in order to provide this update Apparently it was just closed today[redacted]
I sent you an email referencing Quicken when it should have been The Neat CompanyHere is how it should have read:I'm sorry I didn't respond quicker to this complaint resolutionTimothy, from Neat, called me and set up a time to call me back as I wasn't near my computerDuring the time I was waiting for his call I applied some of the "fixes” that Neat had sent to me via the Revdex.comEven though at the time I was applying these "fixes" I wasn't sure they were working, when I went to open my Neat software the next time it worked fineSo I guess that what ever the problem was, it resolved itselfWhen Timothy called me back, exactly on time, I told him what had happened and we both agreed that that the "fix" must have workedThank you for your assistance in resolving this situation and thanks to Timothy for his professional and prompt response[redacted]
The following communication was received on 11/20/in response to an email offer sent for a sweepstakes: Look here, if you people are going to continue to send me JUNK MAIL, then at least ANSWER ME FROM THE TWO TIMES I WENT THROUGH ALL THE RIGAMAROLL TO GET TO THE "CONTACT US" PART!!!!!!!!I am not happy with paying for service I did not want, and I DO NOT WANT TO BE CHARGED ANY MORE EITHER!!!!!!!? Your site is most difficult because it sends you in circles and gives no REAL ANSWERS! The following response was provided on 11/26/14: Hello [redacted] ,Thanks for writing inWe apologize for the inconvenienceI can see that you are subscribed for the annual NeatCloud PremiumIf you don't need the service and wants to cancel, please call ###-###-#### Our account specialists are available Monday through Friday from 9:a.mto 6:p.m(EST) Please let us know if you have any other questions or concerns in a response emailWe'll be happy to assist you.Thank you for contacting us,Journey-Neat Technical Support We do not have a record of additional email communication received from the email address of [redacted] applied on your account Please let us know if other correspondents where sent from a different email address We do see you may not have had an opportunity to call in as requested for the adjustment to your cloud subscription At this time we've processed a cancellation of the subscription and removal of [redacted] from our marketing email listing Please allow 5-business days for refund processing in the amount of $ There is a one year manufactures warranty in place that will allow an exchange if we're not able to resolve the issue at hand through troubleshooting In regards to the scanner you are able to use our support page as a resource for self help If further assistance is needed we recommend logging into your neat account to insure correspondence are received appropriately You may also sign up for our NeatCare support allowing the opportunity for one on one phone support through a dedicated phone line for expedited assistance Please see the link below for more information on our NeatCare opportunities for support: http://www.neat.com/products/priority-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 Regards, [redacted]
[redacted] ***,We attempted to reach you from our Technical Service department on March but have not received a reply from you or your office We are here to help resolve you technical issues and get you back up and running with your Neat platforms Please let us know a time convenient for you or your staff and we will help resolve once-and-for-all Neat Support Team