The Neat Company, Inc

Your account was updated on 3/to include the credit card for refund processing The representative was able to insure your account was allowing our finance to complete a refund in the amount of on 3/ Please allow a few business days for the credit to reflect on your financial statement Confirmation of refund process is attached

A neat support agent has reached out to the customer via email to provide assistance on 11/03/@ 11:AM, case#***The steps provided instruct the customer on how to download and install the Neat software, but if the customer encounters any difficulties they can respond to the support case
and an agent will be able to assist further.Neat has live support available to customers with a currently active Neat Premium (chat/phone support for the first days) and Business (unlimited phone support for term of plan) for customers using our Neat cloud and Neat cloud-powered software: http://shop.neat.com/products/software-plans-comparison/http://www.neat.com/supp...⇄ who choose not to use the Neat cloud service and Neat cloud-powered software, are welcome to stay on the unsupported legacy software as long as they chose, although Neat will not be provided support or enhancements to this particular versionCustomer using the legacy desktop software can obtain assistance in our Neat Legacy Community Forum by visiting the provided link: https://neat.desk.com/Information on retirement of Legacy desktop software: http://www.neat.com/helpcenter/legacy-software-support-options/Steps to download and install the software are available in the following link: http://www.neat.com/helpcenter/neat-faq/#install

[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: 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 customersI 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/
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 $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 documentsDo 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 to
presentPeople 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!:
#You can see Payments received of the final payment
of was paid twice and credited back to me
Here you see payment they claim I still owe…
Screen ShotHere you see they received $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 companyIf 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 damagesIn 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
*** ***

The purchase of our NeatCare support plan was made on 10/from our website neat.comOur support plan provides remote support service through a dedicated phone line for a priority connect to our tech supportThis service is made available during our business hours of 9-6pm EST Monday-Friday
A live chat was initiated on 10/(after the purchase of NeatCare) to which a tech support representative from our online support team named *** began to address the issue preventing the software from operating correctlyThe chat took place from 4:55pm to 5:12pmUnfortunately *** was unable to continue assistance during this interaction after minutes of non-responsivenessLater on that evening DrO*** responded to an email sent by *** shortly after the chat session was closedAt that time he provided the error log requested and gave a phone number for a direct call to take place the following day
The next day Julie (from DrO***'s office) updated the case requesting a call back for follat 12:16pm*** provided a response with a link to Microsoft's website addressing the .net component of windows preventing our software from performing as expectedNeat for Windows uses a portion of the users operating system, called the .NET frameworkThis is not a part of the Neat software, but a part of Windows that is used by some programs, particularly database programs like NeatIt appears that problems with the installation of .NET may have been the cause of the issues with the Neat softwareWe cannot take responsibility for the functionality of other programs after we have repaired or reinstalled the .NET frameworkWe then directed the customer to Microsoft if the recommended troubleshooting failed to resolve the issue
A response was provided requesting a call back in expectation of full service under the paid support planUnfortunately we were delayed in responding backA email response was submitted to DrO*** on 10/directing him to call in to our support centerThe phone number was provided for the phone support included in the support plan purchased along with the hours of operationOn 10/*** did send word for a member of our phone support team to call DrO*** after the account did not show any signs of a call receivedAt that time we were unable to reach DrO*** and informed no one was available for follow up assistance in his officeAt that time an additional email was sent sharing the phone number for tech support included in the purchased planAnother attempt was made to reach the Drvia phone on 10/We were advised to call back later on that afternoonUpon completing a follow up call that afternoon we where able to successfully remote into the computer of usageAt that time we were able to provide a more hands on experiencing allow a more detailed comparison of the information received within the error log in comparison to visual status of the software in progressWe were able to resolve the issue causing the software to shutdown without warning, or error notedThereafter, we provided steps for completing a manual backup of the software database and concluded the call
At this time a refund request has been submitted in the amount of $for the purchase price of the NeatCare support planMoving forward we will continue to be available for technical assistance via a live chat and through email correspondence provided within the support section of neat.com. An invoice of credit will be available for download from neat.com/myaccount within 5-days

At this time we understand you do not desire for actions to be made Please confirm no further actions are requested

The $250+ scanner works initially, then the software disables the scanner unless you start paying a monthly fee This is NEVER made clear In fact the only "trial" that is enumerated is that your purchase "Includes a free 30-day trial of NeatCloud, to sync and back up Neat files, and access them anywhere from browser or mobile device."
This does not say that without this service we will disable the scanner, but that is what they appear to have done What a rippoff

[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 have been on hold in the
Philippines for the last minutes They say that they cannot locate my file, nor can I speak with a supervisor as that supervisor is 'busy' They refused to give me a PO Box for my County Clerk to send a subpoenaThis is outrageousI need a contact at *** that is located in the United States of America, and is aware of the Fair Debt Collections Practices Act I just want this done and over with, but I am very happy to let a Judge in Larimer County, Colorado decide who is right and who has abhorrent business practices My next contact will be the applicable Attorneys General and the Consumer Financial Protection Bureau I am not going to let you trash my Credit Rating I have children that I need their house.
Regards,
*** ***

Hello ***,
Sorry to hear about the issues you have been having with your scannerThe representative did advise you correctly about a replacementThe warranty periods start from the date of purchaseIn your case we're going to make a one time exception and send you
out a replacementPlease note, this will not extend your current warrantyIf you wish to purchase an extended warranty you can see information on NeatCare coverage here: ***
We have processed the replacement order for your scanner.
The sales order number for this replacement is as follows: ***
I've also e-mailed you a printable *** return label(It will be from ***, and not the Neat Company-- please check your junk mail if you don't see it in your inbox.)
Please use this label to return only your defective scanner, using the box that contained the replacement devicePLEASE DO NOT SEND BACK CORDS or SOFTWARE, and please do not send back your current unit until you have received the replacement devicePlease note, you will receive an additional email with your *** tracking numberNeat Support

Hello,According to the tracking number it looks like it was just delivered todayPlease let us know if you need any further assistance.https://wwwapps.***.com/WebTracking/track#Tracking number: ***Neat Support

Hello ***,Unfortunately we cannot support hardware indefinitely and as all companies do, we have to decide when to end of life products and servicesAt this time we can no longer provide support for the model scanner you haveWe are willing to offer you a refurbished current model of the
NeatReceipts scanner that is supported in ** *** for a discounted price of $(regularly $129.99).Neat Support

Our apologies to the customer for the difficulties experienced attempting to reach us and use the Neat Receipts softwareWe have located the customer initiated support request email (case #***) detailing the error message experienced attempting to open the Neat Receipts software, and the
inability to reach a live agentThe initial customer requested was received on 06/17/@ 10:AM and a Neat customer care representative replied to the customer request on the same day, 06/17/@ 2:PM, requesting an error log from the Neat Receipts software which would provide specific information allowing us to provide steps to resolve the error messageAs of 06/24/16, we have not received a response from the customer providing the requested error log, or an indication there was a difficulty in performing the steps provided in order to obtain the error logIt is requested the customer reply to the email sent by the Neat customer care agent with the Neat Receipts error log, so that we might facilitate a prompt resolution to the issueWe have provided examples of the email interaction as attachments to the complaint. At this time, customers who wishing to speak to a live Neat customer care agent, are required to have an active NeatCare Priority or NeatCare PriorityPlus plan, details are provided in the following link: http://shop.neat.com/products/services/neatcare/When the customer attempted to contact Neat via phone there wasn't an active NeatCare support plan associated with the customer account, which prevented the customer from speaking to a live agent.We would like to continue working with the customer and resolve the technical issue, but the Neat Receipts error log will need to be provided in order for us to send the appropriate steps to resolve the issue

Hello ***,
We researched your case history to see what issues you have been havingOn 4/6/a ticket was opened due to an issue updating the softwareThe support representative sent the direct link to download the updateYou replied that
you were still having an issue so the rep sent additional instructions on doing a full uninstall/reinstall of the programNo futher updates were received on this case, so it was marked closed.
On 7/14/a ticket was opened because of an issue creating a backupA support rep sent you steps which you reported resolved that issue.
On 8/14/a ticket was opened requesting additional time to try out the Neat cloud serviceWe provided an extra month of free Neat cloud service, but that caused some syncing issues with your databaseAfter basic troubleshooting we offered to call you directly to troubleshoot the issueAfter several attempts to reach you, we sent a final email requesting a time to call you back again, but that was never responded to so the ticket was closed.
We have responded to all of your requests for support and are willing to help you resolve any current issues you are havingUnfortunately we cannot offer a refund at this timeNeat Support

Complaint: ***
I am rejecting this response because:
Thank you for your responseIt is a shame it took a Revdex.com complaint to finally get oneYour response did not acknowledge receipt and non-response of my written letter, which was attached to this complaintYour response also did not address the outstanding issues I mentioned in my letterPlease adviseRespectfully, I have received so many promises by varying representatives that issues were addressed, only to have them or a similar problem ariseI find it hard to believe dedicating more of my valuable time to troubleshooting will result in anything more than lost time, reduced productivity, and greater frustration with the Neat brandYour statement that there have been issues is incorrectI have case numbers and initial email dates:
*** 04/06/*** 04/08/*** 07/11/*** 08/14/Further, I had five other telephone cases with customer service, where confirmation emails were not sent to meI was never authenticated with an email address, only a name, during those calls04/10/11:03am Central
06/19/1:16pm Central
08/31/10:15pm Central
09/02/11:09am Central
Finally, on 09/08/at 3:45pm Central, I called, identified myself and explained my outstanding issuesI explained that I was frustrated I have had to spend so much time with so many different and similar difficulties with a piece of equipment that purported to make my life easier and more streamlinedI explained that Neat Desk came highly recommended by especially of my associates, and I knew a few others who had Neat devices of some flavorI said I was literally championing this scanner to workI said I wanted all these problems to be fixed, now (said with respect and not shouting), and I said it was becoming really clear that was just not going to happenThe rep said they understood my concern and apologized for the inconvenienceAnd the call was disconnectedI called back and the office was closed It was at that time that I mailed my letter, which you did not respond toSo as you can see, and as any third party can agree, I had multiple issues that took multiple attempts to resolve, and none of them was fully resolved with each contact or attempted contactI restate my reasonable request for a full refundI will await your responseThank you very muchHave a nice weekYours very truly,
*** ***

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 ***,When you placed your order on-line you were given the option of including a day free trial of our Neat cloud serviceAfter your purchase you also should have received an email confirmationAfter days there is a monthly charge of $+ tax to continue to use the Neat cloud
serviceYou can see an overview of the features here: http://www.neat.com/helpcenter/neat-cloud-service-overview/ A Neat cloud subscription allows you to sync your data on-line and to other computers, access/edit data from any web browser or smart-phone, upload data from other sources such as your smartphone, email or through a browser by logging in to your account on-lineIf you wish to discontinue using your Neat cloud account we can cancel the service and you will not receive any further monthly charges, or you can also switch to the personal plan which is 5.99/mthYou can see the available plans here: http://www.neat.com/products/software-plans-comparison/

Our apologies to the customer for the difficulties reported in obtaining supportThe customer support request has been located (#***) where the customer indicated he was receiving a "session expired" messaged on 04/08/On 04/18/2016, an Neat technical support agent responded to the customer
requesting additional information as the what was reported by the customer was vague and in in order to assist further we would need more informationAt this time, we have not received a response from the customer providing the requested information - we most certainly can have a technical support representative reach out and provided direct assistance with the issue, if the customer would preferUnfortunately products that were not purchased directly from neat is not viable for return or refund which as is stated on the Neat website: http://www.neat.com/policies/return-policy/

Each case that has been created even under various emails addresses have been addressed to date However, each of those cases have now been closed and no responses will be sent through that means of communication because we are attempting to address your concern through these means.Reviewing the contents of your package there is no proof of purchase only your letter Once more, if you would like for us to replace the scanner we will be more than happy to do so We need the following information.- Proof of purchase (If the original or copy of proof of purchase is unavailable please - Verification of shipping addressWhile we will be happy to further assist we will need the information requested for us to proceed further

New Neat Company scanners have a one year hardware warranty, while refurbished scanners have a six month hardware warrantyUnfortunately it seems you are outside of the warranty period and I'm afraid we cannot offer a replacement
scanner as we do not have a record involving the information shared within the initial year of purchaseHowever, as an existing customer, you are eligible to purchase a new scanner at a discounted price. New NeatDesk scanners are available at $299.99, while refurbished units are available for $199.99New NeatReceipt scanners are available at $129.99, refurbished units are available at $69.99If you are interested in purchasing another scanner please contact our Sales team at [email protected] you for contacting us,-The Neat CompanyTechnical Support

***,
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 closedView/Update Accounts in *** Collections:
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All Cancelled Collection Efforts Continuing Forwarded to Phase 3 Legal Paid In Full Paid Service Fee Returned Merchandise Settled In Full
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*** ***
***(Win# ***)
06/24/02/20/ATSC
Paid In Full
Thank you,
Jeff G***
VP Customer Operations

Do not use this company as every number they have published goes to a call center in the Philippines Not every answer can be answered by going to neat.com nor can it be answered by someone who is reading a script It would be nice to call a number in the USA and have someone pick up the phone here and not outsource to another country Horrible customer service and I wouldn't recommend this product/service to anyone