The Neat Company, Inc

The Neat Company does not offer a day free trial that converts to a monthly subscription after days The only trial offered is for an annual plan Your trial subscription began on 7/27/and a cancellation request was not submitted until 10/13/when case *** was created
requesting a cancellationSince the request was not submitted within the trial period the subscription billed on 8/27/ A billing agent responded on the same day requesting additional information because the agent was unable to locate the order On 10/14/there was a response received from the customer with the information requested to locate the subscription which was the last digits of the CC to locate the transaction On 10/17/the agent sent a request for follow up via a phone and a response to this email was never received.On 10/13/there was a cancellation performed via our website and email sent confirming the cancellation stating that the Neat Cloud would be accessible until the end of the billing period which is in accordance with the Terms and Conditions agreed to at signup. Considering the request for cancellation was made after the day return period a refund is not provided Attached you will find a link to the terms and conditions.http://www.neat.com/***/

Neat has made several attempts to contact the customer to settle the disputeWe most recently sent an email on 09/28/and 10/05/2016, but have not received a response from the customerThe customer requested we respond via email with her proposed questions, which was done per the customer request *see attachment As a side note, a followup email was sent to the customer on 10/05, as we did not receive a response to our previous email (*see attachment)The customer can continue communicating with the support agent via the email exchange previously established if there are additional questions regarding the Neat software

The cloud subscription was included in the web order (SO ***) submitted on 8/5/ The subscription was created as an initial trial to where billing begins after the day trial has taken place At this time the subscription has been removed Please understand this removes the
extended warranty, live phone support, available backup, and web/mobile access The manufatures one year warranty will remain in place You may visit neat.com/support for support options moving forward At this time we are unable to refund the credit card of billing as the credit card of billing is no longer availableA refund request in the form of a check will be requested in the amount of $ Mail will be provided to the following address provided: *** *** ***Mission Viejo, Ca *** Please provide an alternative address if desired by 5/11/

We are sorry to hear of your experience.The Neat Company has not sold that model scanner since 2008. With the information you have provided, we are unable to locate any purchases from the Neat Company. Therefore, we will be unable to honor your request for a replacement as this has not
been for sale by an authorized retailer since

Hello,We are sorry to hear about the problem you are encountering The purchase of a Neat Scanner from an authorized retailer provides the purchaser with a free year of the Neat Cloud Service At the end of the year the plan reverts to a basic plan Unfortunately, *** is not an
authorized reseller of Neat Products and services Neat is not liable for the description on the sellers website.If you would like you can create a support case by visiting neat.com/support and we will be able to request additional information to determine what other means are available to further assist you

Cancellation of your cloud subscription was made after the annual charge was applied Confirmation of cancellation was noted (along with refund details) within case *** created on 6/ At that time the agent advised login to the self service portal to update the credit card billed
for refund processing Per our conversation today we will issue a check within 3-weeks to the address noted within this complaint Please confirm this is acceptable

The NeatReceipts scanner that *** *** returned was received on 1/13/No Return authorization was obtained, so the refund process took longer than normalA refund in the full amount of $was set up on 1/30/14, and usually posts to the account within six business days of this date
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Please let us know if we can be of further assistance
The Neat Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory; however, it is my belief that had I not filed a Revdex.com complaint, the issue would not have been addressedNeat needs to address their self-help section, which is severely lackingIt took a tech service rep over hours on a remote session to fix this issue This software DOES NOT deliver as advertised, and customer support should be provided at no charge until the problems are addressed.
Regards,
*** ***

[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: ***
I am rejecting this response because:
See Complaint ID ***This company just can't provide me with a fix to this problemI thought they did, but they did notSame problemI'm done
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want a full refundI'm sick of messing around with this productI've been trying to get this resolved since April
Regards,
*** ***

Our apologies to the customer for the difficulties experience attempting to use the Neat software and contact supportUnfortunately, we are unable to locate any record of the customer purchase, support request email, or any other form of communication initiated by the customer requesting
assistance, using the following information provided by the customer to the Revdex.com:** *** Pobox Washington , DC 20004Daytime Phone: ###-###-####E-mail: ***In order for us to assist further, we will need a case number from support, a sales order for the purchase of the Neat scanner or subscription plan, email/telephone number used to register the Neat productOnce we have the requested information we will be able to provide assistance accordingIn the interim, if the customer requires support, we request a new support case be created via the following link and a customer support agent will reach our to provide support: http://www.neat.com/***In an effort to provide clarity regarding the customer complaint, w also would like to clarify that unlimited live phone support is offered to customers who have subscribed to our NeatCare Priority Plus planThe customer may review support plans in the following link provided: http://shop.neat.com/products/services/neatcare/Please be advised a NeatCare support plan nor NeatCloud subscription is not required for the customer to continue using the Neat legacy desktop softwareMore information can be found here: http://www.neat.com***Additionally, we have resolved a known issue in the Neat Legacy software that required customers to login in order to access their data The customer can learn more by reviewing information in the following link as we have provided recommended steps for the customer to take in order to resolve the login prompt: http://www.neat.com***

We are unable to locate an account with the information provided here by the customerWe do not have a support record for the case number provided in the complaint, so we request the following information:* the last digits on the credit card used to initiate the subscription* the name on the card
used to sign up for the subscription and * the last date billed by Neat Once we have the requested information we will be able to proceed with investigating this complaint

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our apologies to the customer for the difficulties experienced in obtaining support and an end resolution from Neat customer careIt is evident from the case history that the customer issue has continued longer than our organization would expect a support session to last without a resolutionIf
the customer is amenable, we would like to schedule a date and time for a more tenured customer care agent to reach out via phone to provide direct supportOur organization understands the importance of customer's being able to access their scanned data within Neat, and the ability to get the most out of our scanner and other services. If the customer would like to reply to this complaint with a date, time, and telephone number we would be able to make contact on, we will be happy to facilitate direct assistanceNeat Customer Care is available to reach out Monday - Friday, 9:AM - 5:PM EST

Hello ***,
Sorry to hear about your issues getting a refundWe are reviewing your case to make sure our agents are aware of this type of issue so that this experience isn't repeated in the futureYour refund for $has been processedPlease allow 2-business
days for the refund to show up in your accountNeat Support

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

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

There is no need for cancellation of a cloud subscription as the pin included in your package was not activated A refund will be applied within days of receipt of your returned scanner

Your most recent communication with us, first on Dec 21, only requested a cancellation of service. Then on 1/5/you requested information from the technical support department on the installation of the Neat Software. At 4:pm an agent provided at your request a copy a link to
install the most recent version of the Neat Software, which was provided to youAty pm on the same day you requested the legacy software for ***Which was also provided to you upon your requestDuring these communications with the Technical Support Agents, there was not mention of a scanner issue. Neat products and services offer a year manufacturers warrant which Neat has honored. Since your initial contact regarding the scanner, I was unable to locate any other cases where you were having scanner difficultiesUnfortunately we will not be able to honor your request for a refund 2/of the purchase price of the scanner. As far as the monthly subscription fees, I show that the service was utilized and that during the active subscription duration a total of items were stored in the cloud based service that you subscribed to. Since the service was provided to you as requested and there was usage, we were unable to provide a refund for services rendered. However based upon your request the subscription was cancelled as of 10/26/

We apologize for your experience.In reviewing your account, I was able to locate an active cloud account as well as active support plan. However, it appears that during the registration process a phone number was not provided. This is the primary method in which we locate customer
accounts through our IVR.I have created an email case for you, please expect a reply from a technical support agent with hours. If you do not see this email in your inbox please check your junk or spam folder

Our apologies to the customer for the difficulties described within the complaintWe have located case#*** associated with the customer and an Neat Customer Care agent has sent an email to offer assistance with the issue