Anonymous
map-marker Philadelphia, Pennsylvania

Customer Care/Lack thereof

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This Company is the worst!!! After NOT being able to get customer support.

I cancelled my subscription, packed up both my Neat scanners and stored them in the attic. I ultimately purchased a Fujitsu scanner and it’s worked out just fine thus far. Since, This is the most I’ve heard from The Neat Company requesting a subscription payment.

Hello, maybe if you had paid attention to this customer’s concerns and assisted in resolving ALL of my issues, maybe you would heard me say “No more”, “I’m Out”.

Maybe you’re listening now.....

I cancelled my subscription, therefore I don’t owe you anything. Please go out of business until you’ve learned the value of your customers.

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Reason of review:
Return, Exchange or Cancellation Policy
Quamaine Tvs

Double billing

All attempt by phone and email have resulted in these people refusing to refund my one year full subscription fee plus 6 months fee for the same account. Phone calls take an average of 40 minutes for a rep to keep parroting to you that the policy is no refund on subscription fees. I am asking that you refund double payment on one account that uses more than one email account. Enclosed is the letter I sent to the company after the phone reps and email response are REFUSALS TO RETURN THE OVERPAYMENTS. Dear Sir Madam, I have requested a refund of my yearly subscription fee since you have been collecting twice for one account. The use of a different email account does not create a different software access. I have always maintained usage of one service. Collecting a yearly subscription fee on an account followed by monthly fees on the same account would seem to be a mistake on your part. The insistence on not correcting the error by refunding the fees seems to be dishonest business practice. The new email was used because I was unable to access my account at the time and needed the service to be able to see an invoice already scanned. Reading the reviews about your company and the deficiencies of the software; would have put me on notice that it was a malfunction of your software that was prompting me to re-register for trial usage of a service which I already paid for. I would like a full refund of one fee and a partial refund of the full year now. I will also be sending a hard copy of this request by mail and will continue to pursue this until my funds are returned.
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Loss:
$129
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Stella Upq
map-marker Philadelphia, Pennsylvania

You just pay and pay and pay

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It's not an inexpensive scanner, and yes, when it's working right, it is great. Sadly, this will not always be the case.

Neat will decide to legacy your machine. They will upgrade software that throws everything out of wack. There will be issues. And when there are, Neat is extremely difficult to get assistance from.

Their website of video's and tutorials is jam packed with broken or looping links. Get a support rep by email, and they will send you one link to a tutorial per day (basically the same ones that didn't work for you online). Try calling? Good luck - indefinite hold due to only to eventually be told to call back later because call volumes are high.

.... but they still want you to fork out an arm and a leg for the machine, and then even more for a support contract.

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Loss:
$500
Pros:
  • When it used to work and was supported
  • Product when it worked
Cons:
  • No customer support and wrong drivers
  • Misleading consumers and the worst customer service and product
  • That i had questions and could not get a human
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Philadelphia, Pennsylvania

Neat scanner

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They suck and will not even give up a software download how cheezy. Every link does not work.

This company is a scam. Stay away and buy from a company that is reputable. I am disappointed with the company. All the support is a lye and waste of time.

They will get theirs. Someone will post it on dropbox or something. If you have an old computer I read one post might have it like this C:Program FilesCommon FilesNeatReceiptsDrivers I am going to check another computer.

Good luck to every one that feels ripped and pissed that this company is a bunch of scammers. They will get theirs in the end.

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Loss:
$250
Pros:
  • Technology
Cons:
  • Issues with legacy software
Reason of review:
Poor customer service

Preferred solution: software

Anonymous

Unauthorized credit card charges, unresponsive customer service

Neat company continues to charge my credit card, even though I did not authorize it and told them via email i did not authorize it. Try to cancel subscription, they create a "Case" and send a link to their site to cancel my account, saying they are unable to find an account linked to my email. (Yet they continue to send me advertising emails and account renewal emails, and continue to be able to charge my credit card.) When I click on the link they sent me in my support case ID, it takes me to a site that tells me I do not have an active account and need to create an account, when I am actually trying to cancel my account and get my $$ back. Sent two more emails back to customer service trying to explain this, and no response. I disputed the charge with my credit card (Amex) but now Amex has re-established the charge for some reason. Will now be fighting with Amex as well because Neat is completely unresponsive. Agree with other reviews--this company has gone downhill and has had horrible customer service and the most user unfriendly, dysfunctional online billing and account management system for several years. Have been dealing with these kinds of problem for years and should have cancelled long ago. Live and learn. Anyone who is considering buying their new commercial service should beware! This is by the far the worst experience I have had with a business in a long time.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Customer Support

There is ZERO customer support. You get an automated system that ask for you phone number then says dont have that then ask for the email which i have and use to log-in to my neat account then gets do not find that. Then you have the only option is to go online and email a case and hangs up on you. There is no asking or buttons you can hit to get to a person. So basically they don't want to talk to anyone. My company wanted us to use this and now we are all having problems so we are pushing to dump this piece of crap.
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Reason of review:
Poor customer service
Anonymous

Where did they go?

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I have tried to contact technical support, not possible! They took my $79 and then don't respond! I'm sorry I trusted them with all my images. words words words {{Redacted}} I believe that is 100
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Pros:
  • It when it worked and before they tried to force cloud usage
  • When it used to work and was supported
Cons:
  • Deceptive method used to buy new software subscription
  • That i had questions and could not get a human
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Scamming is the Actual Product They Sell

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Signed up for a free trial while in a hurry. Tried to scan multiple business cards, but program only scanned one. I quickly Googled to find a company who's product actually worked and forgot about the free trail. One month later they charged me for a full year. Even though it was clear that I used the product one time and it failed, they refused to refund any money. When you have a good product, you shouldn't have to result to unfair business practices. Their business appears to be hoping people forget about the free trial after seeing the product is useless. Their agents are well trained to spit the script out to you verbatim, over and over, of the fact that their policy does not allow refunds.
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Anonymous

Re-activation of original disc software.portable scanner denied on non-cloud legacy product.

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Defective surface pro3 crashed and had to reload Neat disc software off original purchase disc. Can't activate program without internet 'authorization' and Neat does not provide any means to get authorization. Knifed! what more to say...but may their people find dismay and strife equal nd geater than what they have served and rot in *** l l ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll ll lll
View full review
Loss:
$287
Pros:
  • When it worked and before they tried to force cloud usage
  • Scanner and the original legacy software
Cons:
  • No customer or technical support
  • Misleading consumers and the worst customer service and product
  • No customer support and wrong drivers
Reason of review:
Poor customer service

Preferred solution: fix the problem

Anonymous

Terrible bait and switch.

I bought the Neat Desktop to use on my computer for receipts and document storage. I didn't install it for a year or two, and then I find out it will not work with my computer anymore and I have to purchase the monthly cloud system. I have software version 5.4. Very frustrated and there should be a class action lawsuit!!
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Reason of review:
Bad quality
Anonymous

Now Extortion

Wow - Now the Neat company wants to improve the customer experience by discontinuing updates to their software and forcing you to subscribe to their cloud service - Isn't that nice of them? So they are now suggesting that you purchase a subscription to their cloud service for around $120 / year. Should you make that mistake, they'll be able to hold your data hostage raising rates for this "service" at their whim. This company appears to be desperate for revenue which makes me question the long term viability of their enterprise. I'm not caving into the extortion plot and I suggest you avoid it as well.
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Reason of review:
Pricing issue
Anonymous

New software update is horrible

They ruined this simple to use product. I’ve been a user for years, but not for much longer.
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Reason of review:
Bad quality
Wenceslao Jdq

I don't have access to my own documents now

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This thing became a nightmare with the cloud. When I change my email address I lost a whole bunch of documents that I was saving for tax purposes. In addition when you log in you are prompted for your account information and if you're not using a monthly account you are no longer able to view the documents that you own that you scanned. I cannot wait for that class action lawsuit!
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Reason of review:
Damaged or defective
Vasiliki Ull

Neat Scanner has turned out to be a Scammer

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I have owned Neat Scanner for about 3 years. I have used it as a desktop scanner. I am not able to scan anything anymore because I do not want to pay for a Neat Cloud subscription. I have no use for the cloud-based access to files scanned by Neat. I was told that I am out of luck for purchasing the wrong equipment, which 3 years ago was not pushing you to purchase a cloud subscription. These companies should not be allowed to hold customers hostage after selling their product. Either sell a subscription or sell a product. We hear about companies getting in trouble for duping customers. Where is the case against Neat? I am really upset. I have too many cloud subscriptions already, I do not need another one. My company will not allow me to purchase another subscription. Do I have to use my personal money for buying this scanner that is a piece of junk now? I cannot even use it as a paper weight.
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Loss:
$359
Pros:
  • It when it worked and before they tried to force cloud usage
Cons:
  • Paid 320 dollars for equip and disk and pay again to use it
Reason of review:
Being forced to purchase a cloud subscription

Preferred solution: Let the company propose a solution

Branon Csx

Neat Cloud supplants legacy desktop software - unilateral change causes severe loss of time

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Recently Neat did a change that requires I log directly on to my account when I try to use my legacy/desktop software. I did not ask for this cloud account and do not want it. . . I was perfectly content using Neat for the purpose I bought it for: transferring receipts to my accountant. I have over 4 hours now into research, downloading, looking for solutions, trying to contact some sort of customer service, and trying to put the software back where it was. . . I have uninstalled and re-installed the program twice now.. . previous to the middle of last week everything was fine. . . Currently the scanner driver does not seem to recognized the scanner although my device information indicates that it is operating normally. I need the scanner back on line immediately or I will have to return it to Office Depot and go with another alternative. I called the support number and it gave me two options: review my account and create a ticket so someone could call me back. . . . nothing else. . . apparently the picture on their support page of the call center pictures all 5 of the people who work there (I know it is a staged picture). I tried to call the support number again and chose #2: I was told that I would receive an email about the confirmation and then was given a long rambling ticket number which I could not hear and could not follow. . . I played it 3 times to no avail. In the end they did not ask for my contact information so I have no idea how they will send me an email or call me. I tried to request a ticket the first time and the send button was below the screen and I could not scroll down. When I clicked next to the ticket window, the window disappeared and erased my ticket. I tried to complete it again and tabbed down until the ticket went down to the Robot/Send buttons. During transmission there was an error and the ticket was reset. So far, I can not use the program, I cannot contact customer service, and I do not have a ticket processing. . . .
View full review
Loss:
$400
Pros:
  • Scanner and the original legacy software
Cons:
  • No customer support and wrong drivers
  • No customer or technical support
Reason of review:
cloud update supplanted legacy software - without my desire or approval

Preferred solution: make the scanner driver work and do not change my legacy software

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