The Neat Company, Inc

Your request of cancellation was received However, billing was still applied due to an error in process Please allow an average of days for refund processing Please accept our apologies for the inconvenience *confirmation of refund processing attached

We understand you're encountering a "Neat has stopped working" error Please insure that you are running version as the latest version for *** (see this link for download: http:/***) Next, make certain that the Neat program has administrative rights when launching
Neat will now attempt to open with administrative rightsIf the software runs successfully, the issue has been resolvedIf you continue to receive the Stopped Working message after updating and running as admin, please browse to the following location:
*** *** ***
NOTE: To show the hidden folder, click on the Organize button and choose Folder and Search OptionsClick the View tab and place a dot next to Show Hidden Files and Folders, then press Apply and OKOnce you've opened the Neat folder in ProgramData, locate the file named NeatActivationInfo.nv Drag this file from this folder to your Desktop and try launching once againThis will prompt you to reactivate your accountLaunch Neat, and you will be prompted to enter your email and passwordSign in with your email and passwordYou may use the following link as a point of reference for the steps provided: http://www.neat.com/helpcenter/neat-has-stopped-working/
If you are still experiencing "Neat has stopped working" error thereafter there may be a concern with Neat being used in combination with a third-party program Please see the following link for assistance at that point: http://www.neat.com/helpcenter/conflicts-with-third-party-apps/
If all else fails an error log will be vital We ask that you complete the following steps for obtaining an error log:
Navigate to your error log*** *** *** ***
In this directory, find a file named ***
Copy this file and paste it to your desktop
You'll then need to send a copy as an attachment via the Revdex.com complaint in place

The following response was submitted via email within case #*** on 3/9:
Hello ***, border-box background-">Thanks for contacting Neat, We're sorry to hear you're having trouble with your NeatI'll be glad to assist you.I'm sorry for the delayed response and for the steps and if you'd agree I would like to do the last steps that we need to do and I'll replace your scanner in case you're still in Warranty period. Try cleaning and calibrating your scanner. ***/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,Victor V.-The Neat Company
Your response received with case #*** on 3/9:
Good afternoon Victor,appreciate that you finally go back to meAs much as I need a scannersending me a third scanner that doesn't work really won't help meI do notmind you replacing it for a smaller one, because those in fact do workIam not asking for any refund from the larger scanner, I just don;t wantanother large scanner that doesn't workit doesn't work because there isno auto feed on the scanner, so it will continue to destroy documents andcontinue to not scan items correctlyAs I have told the better businessbureau and the attorney generals office, we just want a refund or areplacement of a smaller scannerreplacing with a smaller scanner is a winwin for both us and youWe like the smaller scanner and you get to keepthe amount of money we paid for a new oneI just want this to be over andget a product that works.Sincerely,*** ***At this time we ask that you do not reply within the case The expectation has now been set for all written correspondence to be received via the Revdex.com Please see both our return and warranty policy made available at neat.com (return) *** (warranty) ***
New Neat Company scanners have a one year hardware warrantyRefurbished Neat Scanners have a six month hardware warrantyYour scanner appears to have stopped functioning, and you may be eligible for a replacement under that warranty. We are willing to provide a replacement of your desk scanner with that of a receipt scanner However, we will not be able to apply a credit for the difference in pricing of a desk scanner and that of a mobile receipt scanner Please let us know if this is acceptable

As of April 30th, Neat no longer provides the download for the legacy versions publicly, however, all customers using these versions can continue to do so as long as they would like We will only be providing support for those customers that are on a paid plan or within their one (1) year
warranty Customers will never be forced to migrate (or sign up for a Cloud plan) if they do not want to.Our apologies for the inconvenience caused to the customerIf the customer is experiencing an issue with Neat, then we recommend initiating a support ticket with Neat Customer Care as this will provide us an opportunity to assist the customer directly and resolve the issue causing Neat not to workA support ticket can be opened via the following link: ***. Additionally, a fee is not required for the customer to continue using the Neat legacy desktop softwareWe have resolved a known issue in the Neat Legacy software that requires you to login in order to access your dataIf you are presented with a "Sign in to Initiate Sync" login please use the original credentials you created when first activating your softwareWe do not require that you purchase a Neat cloud subscription in order to use the Neat Legacy Software vThe customer can learn more by reviewing information in the following link: ***If the customer is in need of the Neat legacy installer, they may download the software from the link provided: ***

A refund has been applied for the two additional cloud orders received Please allow an average of days for refund processing A record of a live tech support transfer call to tech support was also noted within case# *** created 5/10/@ 3:15pm EST

[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,
*** ***

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/

In response to complaint ***, we have identified the customer is currently working with a support representative to receive assistance with the grayed out scan button as reportedThe case number for the customer support interaction is #***As of 05/@ 4:PM EST the customer support
agent is performing a remote session into the customer computer to provide direct assistance with the scanner issue in an effort to resolveThe issue the customer is seeing is typically resolve by reinstalling the scanner drivers associated with the Neat scanner, of which we have knowledge base articles to walk customers through the process:Mac: http://www.neat.com/helpcenter/reinstalling-scanner-drivers-neat-mac/Windows: http://www.neat.com/helpcenter/scanner-problems-in-neat/Additionally, we recently released a new update to our cloud infrastructure to enhance the customer experience when using our cloud serviceAn unintended consequence of this update was that customers who currently are not using our Neat cloud service were prompted with messaging to ‘Log in to Sync’ Upon logging in the messaging informed you that you do not have a cloud account and provided links to purchase Neat cloudAs soon as we became aware of the issue we immediately created a new update to allow non cloud subscribers to login to their softwareLegacy Neat software users are NOT required to have a Neat cloud subscription in order to continue using this version of NeatWe have resolved a known issue in the Neat Legacy software that requires you to login in order to access your dataIf you are presented with a "Sign in to Initiate Sync" login please use the original credentials you created when first activating your softwareWe do NOT require that you purchase a Neat cloud subscription in order to use the Neat Legacy SoftwareIf the customer has any additional questions or concerns, they may reply to the open ticket created for the issue reported to the Revdex.com (#***) and the customer support agent will be able to assist further

I wish I would have read all this reviews before I purchased this scanner First, the softwares are terrible, they keep freezing, closing, stop working, and all you can think ofThey take forever to upload the files to the cloudSecond, the scanner get stocked so much is unbelievable, I spend several hours trying to scan the same piece of paperThird, there is no customer service or support to help you fix the issues you are having because of the crappy software and scannerDO NOT WASTE YOUR MONEY because you are going to be so disappointed

Hello ***,
When you receive a new credit card for an existing account and you have billing setup previously under the original card, the credit card companies can give out the new account number to ensure billing continues to prevent interruption of serviceThis is not illegal or fradulent,
but common practiceWe had not recieved a request to cancel your plan, so we requested updated account information from your financial instutution to ensure that your service remained activeThis is an automated system that occurs in the backend of the billing system and we do not have direct access to this account informationYou previoulsy talked to Rich, our collections Supervisor who gave you the option of a month refundIn order to do this though, you have to remove the dispute you filed with your financial instution to free up these chargesOnce those disputes have been removed we can process a month refund
Neat Support

An attempt was made on 7/1/and 8/7/to reach you via phone for follow up assistance However, we where unable to assist as both calls where disconnected Your account was confirmed on 3/11/13, but we have not received email correspondence from your account It is possible
emails where sent to an inappropriate department such as sales Several monthly email notices where sent regarding the billing of your account At this time the cloud subscription has been cancelled Please allow 5-business days for refund processing to the address provided via check in the amount of for all successful cloud charges of billing

Hello, We are sorry to hear of your experience. We have sent to you via a separate email for the direct download links to the legacy software. Please note while we have provided you with the legacy software for your use.This version is of the software is no longer supported via live
agent assistance and no further releases will be made to this version of the software.Since Neat has provided you with the requested software to use the scanner without a subscription, this matter will be considered resolved

***,I am not understanding why you are contacting my team for an update On Friday, I provided you with clarification that the debt was removed from ***'s system and we (The Neat Company) no longer show any balance due on your account Below is confirmation from *** showing the account as "Paid in Full".We consider this matter closed.View/Update Accounts in *** Collections:View: All Cancelled Collection Efforts Continuing Forwarded to Phase 3 Legal Paid In Full Paid Service Fee Returned Merchandise Settled In Full Find Name:Max records per page Select a debtor to view: (Data is refreshed nightly) Debtor NameRef#Transmittal#Assign DateUpdate DateOriginal BalanceCurrent BalanceBranchAssign TypeStatus*** ***(Win# ***)06/24/201502/20/2016249.880.0099ATSCPaid In FullThank you,Jeff G***VP Customer Operations

On 04/05/- there was an temporary issue identified by our development team where customers who had an expired subscription, or were on our Neat cloud trial plan at one point, were being prompted to login to the software in order to access their dataThis issue has been resolved as of 04/06/
and a messaged has been posted on our website alerting customers to this issue: http://www.neat.com/support/"We have recently resolved the Legacy software issue that required a cloud login in order to access your dataPlease close and reopen Neat and sign in again to get back up and runningWe apologize for any inconvenience this may have caused - Updated: 4/6/1:46am EST"Additionally, the Neat Company has posted a message on our site alerting customers that we will be ending support of legacy desktop softwareWe have provided additional information for customers who choose not to migrate their data over to the latest version of the Neat sofware and alternative steps to continue using the Neat desktop software without Neat CloudThe information can be reviewed by visiting the following link: http://www.neat.com/helpcenter/legacy-support/At this time, there are not any open tickets from the customer requesting support for the issue he reported to the Revdex.com - if the customer is in need of support he may contact us by visiting the following link: http://www.neat.com/support/contact-support/

The customer created two accounts the first being under the email address
border-bottom: none;">*** which was cancelled based upon a request received on 1/18/ The second account created under the email address ***, has not had a request for cancellation of service
At the time of the purchase under the second email address *** on 11/23/an email was sent confirming the purchase and how to activate the account The email address was verified on 11/23/as well Based on the information provided we have been unable to locate any other form of communication from the customer since 01/when there was a request to cancel under *** No request for cancellation was received under email address *** account where billing occurred
Neat most recently sent communication to the customer in October 2016, with contact information directly to the accounts department Information is also available at Neat.com/support on the various ways to contact the Neat Company regarding billing related issues
The account has been cancelled as 11/30/ However, considering there was no request for cancellation on email address *** we will not be able to provide a refund

I have never had to deal with such an unethical bait and switch with any company in my life From my experience, I can honestly say that I have never seen such unethical practicesI paid for a product This product worked well Last night, I spent two hours scanning receipts Everything was fine After putting in all of that work, the Neat software then reports that to see the scans that I made (which I could see yesterday) are now hidden from me until I pay Neat for a cloud subscriptionWhen I purchased this product this subscription wasn't a requirement And now they are holding hostage my data and time spent, until I pay them more moneyThis was not part of the deal when I purchased neat I paid this company for their product It did not include such requirements for a cloud account Now their greed has pushed them to a point where they will hold your data, tax receipt history, etchostage until you give them more money, even though this was not part of the original dealThey have slowed down my business on a day-to-day level, not to mention that there is years of data that now is locked up in Neat's jailhouse until you pay them a ransom for itAgain, beware These practices are incredibly unethical and I'm surprised they are even allowed to operate in this wayAs you can see from other complaints, I'm not alone This isn't an angry customer situation This is a company that has gone in the wrong direction and has chosen to value greed over ethics

Within the letter attached (dated 11/9) *** *** states: "I called more than one month ago to have my account
cancelled. Today I checked my credit
card and there has been an additional charge to my account from your company." A refund request was submitted on 12/10/for billing applied on 10/2/14, 11/2/14, and 12/2/ Refund processing was applied for charges made relative to the time frame provided Please see the attachment for a record of refund processing

As requested by the customer for a desired settlement, we are providing a download link to the Legacy Neat software for the user to install The user will be able to access the download via the following link: ***

[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: I telephoned this morning, Thursday, the 12March2015; I could not get through to Customer Service When I asked the automated system for Customer Service I was disconnected AGAIN! I finally went through Technical Support to let them know the replacement Neat Connect Scanner does not workREAD THE WHOLE MESSAGE, AND DO NOT COME BACK WITH A WEAK REPLY Do not imply you have corrected the situation by sending a replacement scanner It does not work, as indicated in my message to the Revdex.com
I am out of time, I have purchased another scanner which I need to send required documents to an account in Singapore for a meeting I am attending on Monday, the 16MarchNo more trips to *** in downtown Boulder at 11:30pm, it is no place for a woman to be walking alone at that hourShame on you!
I want a full refund!
Regards,
*** ***

Hello ***,
It appears that you talked to Levi today who was able to help you get your sync issue resolvedPlease note, if you need to contact support you can call us at ###-###-####Phone support is available Monday to Friday 9:00AM to 6:00PM ESTYou can also
access our live chat here: http://www.neat.com/support/contact-support/ days a week, 9:00AM to 6:00PM ESTNeat Support