The Neat Company, Inc

I do see written correspondence that where held from 4/and 4/ There where also multiple correspondence held on 4/ We also reached to you directly on 4/ Please let us know if further assistance is needed at this time

We have located the customer support request created today, 06/02/@ 11:AM - we are having an agent reach out via email to offer assistance with the scanner issue the customer has reported to usIf the customer needs additional assistance in the future, he may reply to the support case created
for his issue, and we will be happy to help

Attached you will find a copy of the information you requested
However, the only active subscriptions that you had were under *** and *** There was no subscription under ***
At this time we are prepared to offer you the previous months refund in the amount of $ However, we will not be able to provide a refund for anything more than that

While we are very sorry to hear that you are having difficulties with the software, Neat reserves the right to modify products and services The following information has been posted on our website https://neat.desk.com/ for an extended period of time.I do see that you have created a case
in which you provided information that indicates you are no longer using a supported productAt which time a response email was generated directing you to the above website for further assistance.Unfortunately since you are utilizing an unsupported product live telephone and agent assisted support is unavailable.For additional information on Neat's Terms and Conditions please visit http://www.neat.com/policies/terms-and-conditions/

I've been using NEAT scanner for about years now, maybe moreI have always liked my scanner and the options I've had to customize folders and the viewsThey have now updated their program AND stopped supporting the old versionThe new product doesn't function half as well as beforeMany of the custom options have been removedI can no longer put my folders in the order I preferI can't choose which fields are visibleI could go on for HOURS about the time I've wasted trying to use the new "improved" versionCustomer service with this company is Horrible!!!! you have to PAY to get any help and after waiting on hold for minutes, I had to hang upI am a business owner, I can't sit on the phone waiting all dayReally sorry that things have gotten so badReally unhappy that I have to spend MORE time finding a new system and sorry I've wasted so much money in this systemPlease don't make the same mistake

In review of your case, I would like to first offer our apologies for the frustration you have gone through.We will be having a technical support agent reach out to via phone If you are not available they will be sending you an email to schedule a time

We are sorry to hear that you are still experiencing difficulties.We have attempted to reach you via case number *** via email on 4/2/and via email through case number *** on April 13, to which we have not received a response If you would like assistance from a technical support agent you will need to reply to one of those cases for further assistance.The Neat Company has attempted on three different occasions to contact you via email and phone to which we have not received a response As a result, we will consider this matter resolved

[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:There were more than three charges, are you telling me, you can not go into your data base and see this?
Regards,
*** ***

Our apologies to the customer for the difficulties encountered attempting to obtain assistance for the technical need detailed in the complaintWe have processed the refund request for the scanner from the customer, as they were still within their return periodThe Return Authorization number is:
*** and attached is a shipping label to use when sending back the scanner to NeatThe refund will be applied back to the customer card ending in the amount of $135.29, as shipping charges are excludedPlease let us know if there are any additional questionsThank you

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

Hello,We are very sorry for the experience that you have gone through, in reviewing your case it does appear that there may a support issue in accessing your imagesWe will be having a tier tech support agent reaching out to you to resolve this matter Once the matter is resolved if you
wish to continue with the cancellation of service will be happy to assist you.Unfortunately we will not be able to troubleshoot the matter through this channel

In compliance with Revdex.com policy all written correspondence must be made through the complaint filed Phone calls are permitted by the Revdex.com Please allow 5-business days for refund processing (credit card ending in ***) upon receipt of your recent return

Per our recent conversation cancellation has taken place for the monthly cloud subscription All actions has been made in reference to case number ***

Ms*** we understand you did not receive the check sent for the initial refund of A stop payment has been applied to the check and a request of credit to your credit card ending in *** has been applied instead Please see the attached credit memo for confirmation of processing The credit will post to your financial statement within a few business days

[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: This is the answer they sent me: MESSAGE FROM BUSINESS:We do apologize as we did miss a follow up appointment scheduled on 4/1/ However, we reached out to reschuled, but never received a response Please note a scheduled call back is not required as we are an inbound call center When you call them, they tell you that you can leave a ten digit phone number & they will call you back Why even mention leaving a phone number if they just wrote that they are not required to call back!! Another excuse! Now for the unresolved situation Since the last response, I have been on their remote setup for another 4-hours My system is still not working! What do I have to do to get this resolved? I continue to loose my time but it seems that they have no real skin in the game! Again, this is not a new problem It's been going on since January of this year! Then when I asked about a credit for the monthly subscription I have to the cloud, they said they could give me month credit Forget that!!! I have been paying for months so far & am still unable to use it! I see a Revdex.com Rating dropping quickly if this does not get resolved because I am not going to leave this alone until they get my system working! It is not only unfair to me, but also to the general public who look to the Revdex.com website & expect accurate informationWhen something like this is allowed to slip by, it lowers the credibility of the Revdex.com Since this situation began, they have not gone out of their way once to resolve this issue
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 as Answered]
Complaint: ***
I am rejecting this response because:
You are still not clear on your main pricing pageI added an example from MicrosoftIt says "annual commitment" under the monthly amountYour page shows nothing to indicate that you are quoting monthly but actually going to charge annuallyIt is misleadingI don't do that on my site nor does any other provider I useEven when I contacted you, you asked me to provide billing informationYou have that informationWhy would you ask the customer for that?
You are the only application provider I have had this issue withAs an accountant user, I would basically be re-selling your product to my clients (but definitely not in this case)
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:
It does not solve the problem of exchanging the hardware that is currently useless
I will dig through my bank statements/emails for the payouts that you're willing to refund
When will there be a replacement intact/complete for *** sent?
Regards,
*** *** #next_pages_container { width: 5px; hight: 5px; position: absolute; top: -100px; left: -100px; z-index: !important; }

[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,
*** ***

Cancellation has been recorded today at 10:04am EST per your phone request with a live agent Please allow an average of days for refund processing in the prorated amount of $to your *** ending in ***