The Neat Company, Inc

Our apologies for the inconvenience cause 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 work
A support ticket can be opened via the following link: http://www.neat.com/support/contact-support/ At this time, we do not see any current cases opened via the customer requesting assistance with NeatHowever, we do have a case from 05/27/when the customer reached out to use for assistance with a scanning issue which was resolved by customer care. 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: http://www.neat.com/helpcenter/neat-login-message/

Confirmation of a previous adjustment has been applied to case #
normal; border-bottom-style: none !important">*** The additional billing was associated with your cloud subscription An adjustment was made on 3/with the cancellation of the subscription and a refund of as the different in billing Please let us know if further assistance is needed

[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: ***
After downloading and reinstalling a few times, I got it to work. You can close the claim.
Regards,
*** *** ***

A request of cancellation was received at [email protected] on 3/14/noting the email address of ***@***.com However, cancellation of a separate subscription under the email address of ***@***.com was not received At this time cancellation has been applied
to the subscription associated with the email address of ***@***.com A refund has been applied for the latest charge applied on 6/12/ Please allow an average of three days for processing No additional refund processing will be completed due to debit reversal in the form of a charge-back received on 5/4/and 5/27/

[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,
*** ***

Neat customers are able to continue utilizing the Neat Legacy softwareHowever, these versions of the software are no longer supported and no further releases are made to these versions of the software If the legacy software has become unstable on a recent release of an operating systems,
users are able to utilize the Scan as PDF function that is available on all Neat scanners This will allow the user to store a copy of the image on their local hard drive bypassing the Neat Software.Considering your scanner was purchased in 2015, it is no longer within warranty and will be unable to provide a refund

Neat will not be
offering a refund as Neat is offering limited one time support for customers choosing to remain on the retired Neat legacy software and do not wish to purchase a subscription plan to cloud. As this customer is no currently subscribed to Neat cloud and is not looking to migrate over to this service, they would be welcome to call the number provided in the following link: https://neat.desk.com/ Neat will assist once with getting a supported Neat scanner up and running on Neat’s legacy softwareNeat will not provide support outside these parameters nor will we be releasing any product updates or bug fixes for any legacy Neat versions

We are sorry to hear that you are having difficulties using your current scanner purchased in with the legacy software for *** While we understand you may not be happy with a cloud based solution The Neat Company reserves the right to modify and change services.Depending on the
model of your scanner we have sent to you via email another solution with an earlier version of the software Neat cannot guarantee that the version sent to you will remain stable on future releases of the *** operating system and there will be no other releases made to the legacy software that you are using.If your scanner model is an ADF model- then the version of the software sent to you would not be compatible with your scanner, and the ADF model is no longer supported.We hope the solution that we have sent will allow you to continue to use the Neat scanner

*** ***'s order of the NeatReceipts scanner had originally been set up on a
deferred payment program, with the first of four payments to be made
automatically days from the order dateThe original order total was $
($for the NeatReceipts scanner, $in sales tax and
$for
shipping)On 6/17/the first payment of $had been made automatically, one month
from the order date*** *** contacted The Neat Company requesting to pay the
balance and receive the discounted rate of $This request was approved
The adjusted balance of $was captured, totaling $205.55. A refund had
also been initiated for *** *** on 4/17/14 in the amount of $21.20, and this
will post to *** ***'s account within a few business daysThis refund serves
as an additional discount
In regard to the charge of $14.99, this was for the NeatCloud service*** *** indicated this service was unwanted, so it had been cancelled and a refund set up in the amount of $
For scanner replacement, our Technical Support team will need to be contacted
here: http://www.neat.com/helpcenter/Our
technicians are available via chat and phone
Best regards,
The Neat 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 ***, and find that this resolution is satisfactory to me. As long as I am not longer contacted about any past due bills or I am not being charged any fees
Regards,
*** ***

Hello ***,
You can download the Neat Desktop software with this link: http://***
When you install the software, the drivers for you NeatConnect scanner will also automatically be installedTo scan
directly to your computer with your scanner you can see the following article: http://***/
Please note, while a subscription to the Neat cloud service is an optional service, it is NOT required to use the desktop softwareIf you do not want to use it you simply need to turn off the sync feature as shown here: http://***/
Neat Support

The link to version has been sent to you again.Now that we have provided you with and you will be using the legacy software which is no longer supported.Neat Considers this matter resolved as we have provided the requested software

Hello ***,When you purchase the scanner you have days to try it out to see if works for youOnce you past that timeframe you can no longer return the productThe return policy is there so that if you find it doesn't work the way you want, you can return it for a full refund. You do not
need to subscribe to the Neat cloud service to use NeatA majority of the functionality for scanning, importing, analyzing receipts, contacts, and documents, and organizing can be done in the Neat desktop softwareThe Neat cloud service gives you additional functionality such as syncing data between multiple computers, online backup, and the ability to access your data anywhereIf you do not have the destkop software installed you can download Neat for PC, or Neat for *** desktop software here: http://www.neat.com/helpcenter/download-neat-software/If you are on PC you can see all the features and how to get started with Neat for PC here: http://www.neat.com/support/***/If you are on *** you can see all the features and how to get started with Neat for *** here: http://www.neat.com/support/***/If you need additional help you can also contact Support here: http://www.neat.com/support/contact-support/Neat Support

Our apologies to the customer for any difficulties encountered attempting to obtain assistance from us for their Neat related issueAs on 11/14/16, a Neat technical analyst from our stateside headquarters reached out to the customer to address any issue or concerns which have surfaced as a result of the particular issue detailed hereThe Neat agent has process the order for the new replacement Neat Connect scanner (*** with the shipping destination as: ** *** *** *** *** *** ** *** We have also provided the customer with a complimentary activation pin to our Neat Business plan, so that they may call us via phone by entering the telephone number we have on file once prompted. Neat agent, Timothy, will be dedicated to assist the customer in the future if there are any technical needs to discuss and the customer my reply to the email we have communicated on to reach the support agent

Hello ***,
I did not include case *** because you requested how to register your scanner, which isn't necessarily a technical issue and the scanner is automatically registered when you install the softwareAs mentioned, for case *** from 4/6/we sent you steps to help you resolve that issue to which we did not receive a replyFor case *** (7/14/2015), you responded that the steps we sent you resolved your issueAnd for case *** after troubleshooting through email, we tried calling you but were unable to reach youWe sent a follow up email asking when to contact you but that was not responded toAs far as the call you mentioned on 9/8/and the letter that you sent, the final calls and emails for case *** were sent after that as we were trying to reach out to you to help you resolve the issues you were havingBelow are the final notes and emails from the calls/emails for case ***After the email we sent on 9/25/we did not receive any further response9/25/2015
Hi ***,
I am really sorry if I wasn't able to respond on your email todayIt's been busy and we are having high volume of callsAre you still available before 6PM EST?
Should you have any questions please send me a reply on this emailThank you,
Zeek
The Neat Company
____________________________________________________
9/24/2015
Zeek,
It’s been absolute madness here with the Pope being in AmericaWe’re handling a very small portion of one of the events, so I apologize for not being able to answer your call right awayI am here tomorrow, and there should be a lighter loadI look forward to hearing from youIs there any way I can call you directly?
Thank you!
***
____________________________________________________
9/23/5:pm
*** *** ***
Notes:
called cx backStl unable to contact cxleft VMS
___________________________________________________
9/23/12:pm
*** *** ***
Notes:
Tried to call the customer back.
No answerLeft VMSEOC
We are not denying that you have had some issues with your Neat product, but we have attempted to help you resolve these issuesUnfortunately as we mentioned, we cannot offer a refund, but we are willing to help you to troubleshoot any issues you may be currently having.
Neat Support

The customer created two accounts the first being under the email address *** 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

Considering your PIN has now been activated after the date of the original complaint we will be able to process a refund. Please allow 3-business days for this refund to reflect with your financial institution

After review of customers account, it does appear that the customer attempted to cancel the subscription in Jan of As a result, we have processed a refund today in the full amount of $149.90, the reference number is *** Please allow 3-business days for this refund to
reflect with your financial institution

Expedited assistance is available with the purchase of a NeatCare plan at providing direct access to support reps via phone for days. Support via email/case will continue to be provided free of
charge. A
request has been made for your error log. This request was sent on 8/9, 8/10, and 8/11. Your error log is needed to provide additional details involving the issue in order to provide a solution. At this time I am will process a cancellation of your cloud subscription and complete a refund. However, I’m hesitant as you’re experience an issue that involving access to your date. Please provide a copy of your
error log from the following steps: To create a screen shot on a PC:Press Ctrl + PrintScrn (button next to Fon a Windows keyboard)
Open up MS Paint (Under StartAccessories)
Click on the "Edit" menu, and select "Paste" into a Word document and attach as a reply to this emailOnce I have the information requested I will then be able to assist furtherAlso, please be sure to visit the Neat Help Center (***) for additional User Guides and Help Documentation to assist in
getting the most out of Neat Also please check the steps on this link to scan directly to your computer using Neat connect scanner
***

Hello ***,Your Neat cloud account has been canceled and you will receive no further charges for the Neat cloud service The confirmation # for your cloud cancellation is ***.Neat Support