The Neat Company, Inc

Our apologies to the customer for the difficulties reported in the filed complaintIt is apparent the issue which was reported on by the customer has continued longer than we would expect a support request should We will be providing coaching to the agents involved in this case to
identify why a resolution was not provided soonerAs requested, we are willing to have an elevated support technician call the customer directly to assist with obtaining his scanned data from within the Neat system Additionally, we are willing to replace the scanner for the customer if the previous unit appears to have cosmetic damage. 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 assistance from an elevated Neat customer care technician Neat Customer Care is available to reach out Monday - Friday, 9:AM - 5:PM EST.Thank you

Thank you for sharing the attached images I now have a full understanding Per our recent phone call you may use the prepaid return label attached to this email You'll be able to send the desk scanner to us and we'll ship a connect scanner that will permit the features previously described Sales order *** has been generated Shipment will take place on Monday Please anticipate delivery either Wednesday, or Thursday, of next week via *** to the address shared of ** *** *** **, Paulsboro NJ *** Initial complimentary support will be provided for days via phone when you attempt to reach us from the phone number on your accountNeatCare will be available for extended support http://www.neat.com/products/neatcare/. Please see the link for viewing/downloading order confirmations, billing schedule, invoices, or updating your account as needed: http://www.neat.com/myaccount

This is the exact same response I get every time I email with this company When I try to call so they can look up my account, I cannot get through to any REAL human It is only recordings I have asked for a representative to call me so that my account can be looked up by whatever means they like, but no one will call me If I cannot get in touch with anyone at this company, how can they look up my information? This is the reason I filed a complaint I would be happy to resolve this if they would simply contact me since I cannot reach anyone at that company.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory, IF THEY CONTACT ME TO OBTAIN THE INFORMATION THEY NEED TO PROCESS MY REFUND
Regards,
*** ***

Hello ***,
Sorry to hear that you scheduled callback was not completedI see that you requested a callback for today from 10-MST.
A support representative will be reaching out to you shortly to help you resolve this
issue

As of March 1, 2016, Neat announced
the retirement of the Neat desktop software platform (Neat vor earlier for ***; Neat or earlier for ***). Customers are still be able to use the legacy Neat platform but further enhancements and future development will no longer occur on these versions. Customers who do not wish to migrate to the cloud-powered version of Neat can continue to use the legacy versionsExisting Neat customers who wish to utilize new software features, enhancements and document types (invoices, bills, statements, etc), as well as current and future integrations (*** Online, ***, Constant Contact, etc), will need to migrate to the cloud-enabled version of NeatAs with many other SaaS-based application providers, Neat has moved into the cloud world completely as this allows us to develop a single code base to be utilized across multiple operating environments. In addition, the entire 'heavy lifting' of Neat's platform is now done via cloud-enabled tools vsall of this code installed on each user's environment. More information can be found on the following link:http://***
Every Neat product and software plan comes with unlimited access to our online customer support tools and resourcesA subscription to NeatCare provides additional support options for customers who may need live phone support and plan may be reviewed by visiting the following link: http://***/

We have attempted to contact you via phone to further resolve the issue that you are having in activating your PIN however it appears that we have been unsuccessful. If you will please provide with the best telephone number and time Monday - Friday 9:a.m- 5:p.mEastern time, our tech support agent will be happy to further assist you

[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 completely disagree with your claim that "The cloud subscription was included in the web order (SO ***) submitted on 8/5/14"Never, ever, have I ever signed up or logged in the Cloud Subscription Services offered by Neat.All I have ordered was the desktop version hardware along with the software to use the Neat scanner on my own computer ONLY > Never signed up fora any cloud subscription! I did NOT and I do NOT believe nor agree with any Cloud Services!The fact that your company offers "complimentary" cloud subscription services does NOT entitle Neat to simply enroll buyers of your Neat products to simply be forced against their will into such unwanted subscriptions!I was also demand the refund of the entire disputed amount of $- Nothing Less!!If you do not stop this nonsense, I will go ahead and forward this complaint to the District's Attorney's Office and the demands wil change!Your choice!
Regards,
*** ***

Hello,Your Neat cloud account has been canceled and you will not receive any further charges.To authorize a refund we need one of two options completed:Log in at www.neat.com/myaccount and update your account with your new debit card information and we can process a refund directly to your card
(even though the new card info was updated on the back-end we do not have direct access to that info), or verify your shipping address and once a refund is processed we can mail you a check. Once we have that information, I can submit a request to our financial department to determine the amount of refund we can process.Neat Support

Hello ***,I apologize for the collections notifications you receivedYou should not have been put on that listI have authorized a return for your scannerConfirmation number: ***I have attached printable *** return label to this messagePlease print this label, put it on the side
of your scanner box, and drop it off at a *** locationYou can find a location near you here: ***Once we receive the scanner, your refund will be processed.As far as your credit report, I have confirmed that your account has been removed from the collection agency and there should not be any notation on your credit report of this incident

[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: ***
I am rejecting this response because this company was notified in writing to issue a check refund, not credit my bank accountTheir own agent Odi told me in writing that a check refund was issued, so he completely lied to me I was very clear with them that the account they credited was no longer in use and their own incompetence has caused this issue and I should not be penalized because they can't do their job correctlyThis is a dishonest company and this complaint should stand and serve as a warning to other consumers as to the type of company they are dealing with
Regards,
*** ***

An order for NeatCloud premium was received on 4/10/as a web order (order# ***) An automated email was sent at that time to the email address selected of: ***@***.com The email notes billing will be applied on a monthly bases beginning in the days (with the
credit card number provided) in the amount of The email also includes a link to the self-service portal in order to create any changes to the service ordered Changes include the option to elect for upgrade, or cancellation, for example without the need to request an alteration with a live agent Within the link there is also an option to create a ticket with support (along with details providing the option to call during the initial days of subscribing) should there be any additional concerns for action needed by an agent At this time cancellation has been applied Please allow an average of days for refund processing in the amount of to your credit card of billing

We apologize for any inconvenience It appears that our technical support department was able to resolve the issue that you are reporting here.If you experience any further issues, please feel free to respond to the case and we will be happy to further assist you

[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,
*** ***

[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:
The business did not give a sufficient answer regarding my request for a reimbursement for the cost of the scanner and the time I have spent trying to interact with their company to resolve the issueFurthermore they gave me the exact same number to call where I was put on hold for over hours when I requested to have a direct number to a real person I could speak with to resolve this issue They asked to clarify on what I want I want them to send me a check for the cost of the scanner and to give me at least months of free cloud service once they get the issue resolvedI have the portable Neat scanner and purchased it for $*** *** will not accept a return since it is past days Since I have already spent many hours uploading documents to the system and it is too late to return the scanner they should provide compensation for my wasted time and frustration in dealing with this companyMy account information for them to look up my account and add the complimentary cloud service is *** and they can send a check to my address on file The company said that the cloud service is an additional service, however I would never have purchased the scanner had I known that there was no way to be able to back up my extremely important files because their advertised cloud service does not work and they have no customer support to help remedy issues Why would I buy a device where all the files I uploaded to my computer using their software did not have backup protection in a cloud? That would be irresponsible and it is irresponsible for Neat Coto have such unsatisfactory service with such an important matter as file storageThis company has Revdex.com complaints which to me demonstrates that this is not the first time someone has had major issues with this company with no resolveI need assistance to find a real and suitable remedy for this companies failure to deliver on the produce as advertised
Regards,
Laila Haddad

We do apologize for any inconvenience in reaching us regarding your account. Our phone system was able to match the telephone number as initially a phone number wasn't applied to your account. A response to the ticket created will not be
submitted. At this time in compliance with the expectation of communication via the Revdex.com all communication will be submitted in writing via the Revdex.com complaint ID ***.
The instructions specify that the trial should be initiated via the Desktop app, and then visit the activation website and provide the PIN. We see you visited neat.com and completed the checkout process for the trial which cancels after days for an annual plan rather than receiving the trial from the bonus card. I've attached a copy of the instructions that would have been included within the packaging of the scanner

Hello ***,The items that are scanned are processed through our OCR technology so the text is searchableFor certain item types such as receipts or contacts, some data will be automatically extracted such as total amount, date and addressWe do not automatically pull off any form of tax
information and the data that is pulled off is dependent upon the quality of the image and the layout of the information on the itemWe cannot guarantee that all information will be pulled off correctly for every item due to these constraintsFor the items that you mentioned are blurry, we can rescan your items and upload them again to your accountBecause of the large number of documents it would be very difficult to find specific items to rescan, but we can rescan all of the items a second timeIf you wish us to rescan your documents please let us know and we can start that process

Hello ***,
If you want to download directly from the cloud the only option is to download the items one by one If you would like us to download your items on the back-end for you we can do thatTo start that process we would need to reset your password so we can access
your account and then start the download processOnce complete we can cancel your account and send you a link to download all of your images so that you don't have to download them one by oneSince you started a Revdex.com complaint process, all communication must now be processed through this complaintYou can reply with a rejected response to let us know if we can start this process for youIf you accept this option, once completed we will respond again with information on how to download your dataNeat Support

Hello ***,The ticket you replied to was originally opened in January which had already been closed due to how old the ticket wasThis was why the agent assigned to that case did not see the error log you sentIn the future if you need additional assistance on a ticket older than a month, please
open a new support ticket here: http://www.neat.com/support/contact-support/Taking a look at your error log I can see this message: Exception Message: The process cannot access the file '*** *** *** because it is being used by another process.It looks like your Neat Data folder is currently located in your Dropbox folderDropbox is constantly scanning items in that folder and backing them up whenever there is a change in the fileNeat stores your information in database files and when Dropbox starts backing up those files while Neat is trying to use them, that will cause Neat to crashI suggest you move your database to your documents folder, or other location on your C driveYou can see how to move your database here: *** Once your database is moved it should no longer crashYou can make backups of your database and store them in dropbox.Neat Support

If the customer would like to install the version of Neat which does not require a plan, they will need to install the Neat Legacy software, which is available to download from our site:http://www.neat.com/support/download-neat-software/ - Please choose *** or ***, then select 'Download'
and the customer will be redirected to log into their Neat account to download and install the version of their choice.If the customer has not created a login for their Neat account as of yet, then they will need to select, 'Don't Have an Account? Sign Up Here' and fill out the information to create the account Or, the customer may install using the links provided below:*** (***)*** (***)