The Neat Company, Inc

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Complaint: ***
I am rejecting this response because: Dear *** ***, I am attaching a letter that I wrote to the Credit Card company (*** *** ***...***). I faxed them a copy of your letter to me, since not only did *** inform me that they had NOT ever received a offer for a return of charges (where the charge is made), but they again charged the account for Dec2nd. I now have two more bills to pay, because they have continued. I do not know who to go to for this. It is robbery and fraud at this point. I have had to cancel my credit card just to be able to stop paying for a canceled standing.They now owe me $plus x 14.99, a total of $173.24.Is there a way to make sure that this becomes public knowledge? I feel badly for anyone who thinks that it is just an agreement, and would like to warn them prior to their having any obligation to Neat Company.Thank you,*** ***
Regards,
Sandra Fodi

Neat has refunded the customer $59.99, the amount paid for the yearly Neat cloud Essentials subscription as requested and the service has been cancelled The reference number for the refund is: ***

From: *** *** Date: Wed, Dec 23, at 3:PMSubject: Complaint *** updateTo: [email protected], Please note that the business contacted me an hour after posting my complaint, which is also an hour past my scheduled support window from 9:- Noon
I expressed my disappointment and frustration, but fortunately the technician was able to solve my problem with the software. I agree for you to close this complaint at this point, but I hope that it will remain a permanent record. Thank you*** ***

We're sorry to hear of your initial experience in attempting to contact us via phone An automated email should have generated on 2/(one day after your purchase) providing a direct number of contact Please call us at ###-###-#### Mon-Fri 9-6pm EST for
assistance through your support plan We currently have ###-###-#### as phone number of contact Our phone system will locate your account by matching the phone number you're 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: *** On 3/11/we where able to assist in restoring your Neat database Please confirm if all of your concerns have now been addressed

*** *** states that the NeatDesk scanner was not received and the request is to be compensated for the payments made.Order# *** was placed over the phone on 11/28/and was delivered on 12/9/On 11/29/13, the day the order shipped from the Neat warehouse, a Shipping Confirmation
email was sent to ***, the confirmed email address, containing the tracking number ***There is no record of a call to the Billing/Customer Service team from the phone number provided inquiring about the shipment, but the tracking number provided all information specific to the shipment and deliveryThe Neat Company is more than happy to initiate lost packages tracers with *** within ten days of the delivery dateAfter that time, customers are able to contact *** directly to have an investigation started*** *** can contact *** at ###-###-#### and initiate a lost package investigation by referencing the tracking number ***The results of ***'s findings will determine whether or not The Neat Company will be able to compensate *** *** for that order.Please let us know if we can be of further assistance, and we look forward to receiving the results of the lost package tracer.The Neat Company

*** contacted The Neat Company on 1/9/to cancel the NeatCloud service, which was ordered with the NeatDesk scanner from www.tryneat.com on 6/1/The NeatCloud service had been cancelled at that timeOn 3/5/*** requested to be refunded for all of the monthly NeatCloud payments
that had been madeThe representative that assisted *** was authorized to refund only three payments of $16.04, and those refunds had been initiated on that day
Due to the fact that the NeatCloud service does not appear to have been used, The Neat Company will issue a refund for all payments made for the serviceSeven payments of $had been made (from the months of July through January 2014), and refunds for three payments were set up on 3/5/14, so the neat Company will initiate a separate refund in the amount of $
Please let us know if there are further questions or concerns
Best regards,
The Neat Company

Customer *** *** states she has experienced ongoing issues with her NeatDesk and has never had resolution, therefore is requesting a full refund of all charges
*** has been assisted by Neat for several issues; usability questions, Scanner issue, and
software issuesNeat has spent many hours working with ***All questions have been addressed and two replacement units have been sent to the customer at no charge As a courtesy, Neat offered a free scanning service, NeatScan box, free of charge ($value) To date, the service has not been utilized Although, ** *** does have many documents saved, as she was utilizing the NeatCloud service, to which she is subscribed
After being reviewed by several Technical Support representatives, It has been determined that ***'s computer was not able to support the Neat SoftwareThis was determined after two replacement NeatDesks were sent *** The customer currently has two units in her possession, as one unit scheduled to be returned last April 2013, was notThe retail value total of the units in ***'s possession is $
Neat apologizes for any inconvenience or frustration experienced by ***
Neat is able to offer months of NeatCloud service, valued at $ As well, we are happy to offer technical support to get Neat up and running on a computer which supports the Neat Software Neat is still awaiting the return of the NeatDesk scheduled for return last AprilNeat is able to provide another prepaid UPS label, in order to aid with the return on of the unit

data-sheets-userformat="[null,null,2112259,[null,0],[null,2,16777215],null,null,...⇄ "">Hello [redacted],
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

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 Complaint: [redacted]
I am rejecting this response because: They will be hearing from my Law firm. This company is one of the most non-consumer friendly I have ever seen in 70 years of being on the planet.
Regards,
[redacted]

Please see the following link for the comparison of our scanners: 
255);">http[redacted]  You may provide your Neat sales order number for return, or see the vendor of purchase for a return/exchange for the Neat Connect scanner that meets the description provided.

Neat has cancelled the customer subscription as requested and will be processing a refund in the amount of $97.92 (going back 6 months) as our records show Neat was not contacted by the customer regarding the duplicate billing until 10/26/2016. Neat does not have any record of the customer...

previously contacting us regarding this issue, which was explained in the email interactions between the customer and our support staff *please see MS3 screen shot, as the agent requested the customer provide additional information to investigate the issue, but Neat did not receive a reply to continue assisting. The customer will see an amount of $1.33 for taxes which were not previously collected during the term of the subscription service.

Our apologies to the customer if he feels Neat has been unresponsive. We attempted to assist the customer by emailing and requesting additional information as the nature of his issue was unclear. Attached is the email communication to the customer requesting additional information so that we might...

assist.Neat also made an effort to respond to the customer with 24 hours of receiving the customers request for assistance, see attachment two. Live phone support is reserved for customers on a Premium software (First 60 days of plan) and Business software plans (Unlimited live phone support for length of plan) - we do not see that the customer has purchase either of the plans required to contact Neat technical support. The following link provides details regarding support and the plans offered to obtain support (if a customer chooses not to enroll in a support plan they may make utilize email support): http://www.neat.com/support/contact-support/Please note, if the customer is on the legacy desktop software, Neat no longer supports this version and more information can be here: http://www.neat.com/helpcenter/legacy-software-support-options/The customer may reply back here with the version of the Neat software they are using, or reply to the currently opened support case attached to the complaint - and Neat will be able to assist further.

We apologize for the issue that you are having.  In reviewing your case [redacted], It appears that you were reporting a different problem than what you are reporting here.I am going to have an agent reach out to via phone for further assistance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: They are blatant liars as proven with below payment documentation and Class Action Complaints of Same Actions
The Neat Desk response to my complaint is outrageous and
eye-opening to its underhanded actions directed at its customers. I have paid
in full for my scanner and have been using it all theses years without
interruption until I was manipulated into upgrading to the “updated version” on
3/20/16.
It was then I was not able to access my documents "unless" I
subscribed to a monthly paid subscription! I did not order this subscription
but now I am getting a bill for $14.99 saying I did.
*I have attached sreenshots of the confirmed payments received emails
from The Neat Company showing my payments.
On principle I am prepared to file legal action in court
against this company, I do not owe them anything, have never received any
demands for payments owed, or due.
I have also attached screenshots of numerous complaints
against The Neat Company voicing the same complaints of customers not able to
access their documents. Do they owe money too, or are they being victimized
with extortion as I am?
 
 
 
 
 
 

There are hundreds of complaints like this against The Neat
Company by customers who bought and use their Neat Desk Scanner from 2012 to
present. People are not able to access years of important documents unless they
subscribe to The Neat Company’s “paid subscription.”
 
They have always had my same email address, I’ve never
received any notice of accounts due until I filed this complaint.
Below are screenshots of my payments and a return of an
over-payment!:
#1 You can see Payments received of 299.80 the final payment
of 94.95 was paid twice and credited back to me.
 
Here you see payment they claim I still owe…
 
 
Screen Shot
Here you see they received $299.80 with a balance due of $94.95
 
Here you see were they even credit me with an overpayment!
Screen Shot
I have all payments listed on my credit card receipts not
displayed here.
 
At this point I will not continue any further back and forth
debate with this foul company. If they do not give me access to my documents,
and a full refund for their scanner, which is totally useless to me now, I will
sue for damages. In addition, I will connect with all the other customers with
the same complaints and seek a class action lawsuit.
The Neat Company should be ashamed of their customer service,
and their business etiquette which is nothing short of criminal.
 
[redacted]

Last year I saw a charge on my acc for $ 128.28 and a moth later again $ 128.28 plus $ 256.54 and I complain about the man send me an email address and ask me to send an statement front my bank acc because he can not find it so I did neat responde me back saying that I have sent it to the wrong address but never send the right address, so I tried to chat with them again and I was put on hold for 55 min then a text come on saying that they are close now and to tried again tomorrow. This year again the same problem and the same charge, I called them but since I don't have a premium package I can't talk to a real person. This is a horrible company

[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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
If the system is entirely automated to continue charging, why did I receive charges on the new card some months and not others?  In addition, you asked me to update my credit card information, which I didn't do, repeatedly. It seems to me that going over my head and getting the information from my credit card company, which I am not in contact with, only the bank that issued the card, is very disreputable if not fraudulent as you claim.  The practice of automatic renewal unless cancelled through the website seems to be a practice of bilking customers.  You are not alone in this, but it is a very deceiving practice.
I will not remove my contesting of your charges.  I think my bank should keep a record of your malfeasance.
Regards,
[redacted]

Our apologies to the customer for the difficulties  reported while attempting to reach Neat. At this time, Neat will not be offering a refund as requested in the complaint.  We have reviewed our contact records and have verified the customer called Neat twice on Friday, 04/15/16. In each...

instance, our IVR (Interactive Voice Response) system recognized the telephone number the customer was calling in on as a NeatCare subscriber number, and was then transferred to the appropriate departments as selected by the customer (once to technical support department and once to the sales department). If the customer attempted to reach Neat from  another number, which is not associated with their customer account, then the IVR system will not identify the customer as a paid NeatCare subscriber. The customer account has been updated to reflect his home and mobile numbers ending in "[redacted]" and "[redacted]"  - the customer should not have any issue in being recognized by the IVR, as a NeatCare subscriber, when calling from these two numbers as the mobile number is now on file with us. In past instances of complaints similar to this one, the predominant cause is customers calling into Neat from a telephone number which is not associated with their customer account which is linked to the NeatCare subscription.  We invite the customer to try calling into Neat with both numbers which are on file (home & mobile) and he should not see an issue as previously reported.

[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]

We are sorry to hear of your experience.Neat Receipt Scanners do allow users to scan directly to  a PDF file on the customers computer via using the PDF option on the scanner.  Additionally, the Neat Software can also be used to save the file directly to a PDF without being saved to Neat...

Software.With the information provided we were unable to locate a history of purchase directly from the Neat Company.  Purchases made from a third party would need to be returned to the place of purchase as we are unable to process a refund on their behalf.If you have purchased directly from the Neat Company, if you could please provide us with a sales order number will be happy to further investigate.Neat Customer Care