The NEAT Company 8/24/14 purchased machine supposed to have 30 day free trial of Cloud, did not sign up for it immediately, but 9/23/14 was charged for it, "not even an entire 30 days". Filed complaint with the BBB after multiple attempts to contact them and no respones, after that they so called tried to help however they remoted into my computer GAVE ME A VIRUS my computer totally whiped out now have to use someone elses. They told the BBB that they were refunding me money but it was not me, not my name, not my email address nothing.  Philadelphia PA

Then when I pointed that out, they still stated that I was gettting a refund. When they remoted my computer they said IF they could not fix it I would get 100% refund, they not only did not fix it, they deleted my files for the 2015 year, and my entire computer crashed within 3 days of the remote in, and I lost EVERYTHING. Now every time I ask for my refund they simply send the same stupid email to me: A link to their FAQ on their site of how to cancel. I repeatedly tell them, that SUPPOSEDLY the crap was already cancelled and NOW I HAD TO CLOSE MY DEBIT CARD THEY USED, and I still have gotten NO MONEY back from them as stated. They are ripping everyone off everywhere. Their Facebook page has statement after statement of people going through the same thing. We all need an Attorney to go and fight this company "like you see on TV where they fight drug companies for side effects and such". This company is the worse company I have had to deal with in my entire life.

08/24/2014 | Debit Card, Withdrawal, Processed | Withdrawal Credit/Debit Card THE NEAT COMPANY 866-3952135 PA Signature Debit
THE NEAT COMPANY 866-3952135 PA Date 08/
22/14 071468 2741| $384.75 |

Was supposed to have a 30 day free trial of Cloud which you had to sign up for when you install, I did not even do this until after a good week or more of having the machine....

09/23/2014 | Debit Card, Withdrawal, Processed | Withdrawal Credit/Debit Card THE NEAT COMPANY 866-3952135 PA Signature Debit
THE NEAT COMPANY 866-3952135 PA Date 09/
22/14 097183 2741 | $124.68

As shown here, I was charged on the 23rd of the following month, "a month had not passed", I didn't even get 30 days in order to cancell the trial.

Upon the machine not properly working and multiple attempts to get help, I only got an email to visit the FAQ on their site, "which none of the links or anything helped, it all just sent you in a big circle and nothing changed".

Finally I complained on their Facebook page, and then I filed a Complaint with the BBB. The reply sent to the BBB which they forwared me stated:

Dear :

This message is in regard to your complaint submitted on 1/5/2015 12:54:16 AM against The Neat Company, Inc.  Your complaint was assigned ID 10367221.

Your complaint has been sent to the business for their response.  Once they have responded to the BBB, we will contact you again.  In the meantime, if the business resolves your complaint, please send us a message to inform us.

The text of your complaint may be publicly posted on BBBs Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. 

Regards,

 ThComplaint: 10367221

I am rejecting this response because: 

Although I have called to cancel your automatic charges; AND BE IT KNOWN I DIDN'T GET TO SPEAK TO ANYONE, AND THE CASE NUMBER YOUR AUTO VOICE GAVE ME WAS NOT UNDERSTANDABLE...

SO I STILL HAVE NOT BEEN ABLE TO END YOUR SERVICE!!!!!!!! 

I want to know what you plan to do about a refund for what you have charged me and the fact that I do not have a working machine that I am able to even do my taxes on because it always crashes "even with updates" and does not work.  I have a useless piece of equipment with several HUNDRED dollars invested in it.
Regards,

Dear :

This message is in regard to your complaint submitted on 1/5/2015 12:54:16 AM against The Neat Company, Inc.  Your complaint was assigned ID 10367221.

The business has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message in written form within 10 days.

The text of your complaint may be publicly posted on BBBs Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. 

Regards,
The Better Business Bureau


MESSAGE FROM BUSINESS:

The following communication was received on 11/20/14 in response to an email offer sent for a sweepstakes:

Look here, if you people are going to continue to send me JUNK MAIL, then at least ANSWER ME FROM THE TWO TIMES I WENT THROUGH ALL THE RIGAMAROLL TO GET TO THE "CONTACT US" PART!!!!!!!!I am not happy with paying for service I did not want, and I DO NOT WANT TO BE CHARGED ANY MORE EITHER!!!!!!!? Your site is most difficult because it sends you in circles and gives no REAL ANSWERS! 

The following response was provided on 11/26/14:

Hello , 

Thanks for writing in. We apologize for the inconvenience. I can see that you are subscribed for the annual NeatCloud Premium. If you don't need the service and wants to cancel, please call 1-866-396-5439.

Our account specialists are available Monday through Friday from 9:30 a.m. to 6:00 p.m. (EST)

Please let us know if you have any other questions or concerns in a response email. We'll be happy to assist you.

Thank you for contacting us,
Journey
-Neat Technical Support

We do not have a record of additional email communication received from the email address of @gmail.com applied on your account.  Please let us know if other correspondents where sent from a different email address.  We do see you may not have had an opportunity to call in as requested for the adjustment to your cloud subscription.  At this time we've processed a cancellation of the subscription and removal of @gmail.com from our marketing email listing.  Please allow 5-10 business days for refund processing in the amount of $124.68. 

There is a one year manufactures warranty in place that will allow an exchange if we're not able to resolve the issue at hand through troubleshooting.  In regards to the scanner you are able to use our support page as a resource for self help.  If further assistance is needed we recommend logging into your neat account to insure correspondence are received appropriately.  You may also sign up for our NeatCare support allowing the opportunity for one on one phone support through a dedicated phone line for expedited assistance.  Please see the link below for more information on our NeatCare opportunities for support:

http://www.neat.com/products/priority-support/

 Complaint: 10367221

I am rejecting this response because: Although I have called to cancel your automatic charges; I want to know what you plan to do about a refund for what you have charged me and the fact that I do not have a working machine that I am able to even do my taxes on because it always crashes "even with updates" and does not work.  I have a useless piece of equipment with several HUNDRED dollars invested in it.


Regards,

Dear :

This message is in regard to your complaint submitted on 1/5/2015 12:54:16 AM against The Neat Company, Inc.  Your complaint was assigned ID 10367221.

The business has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message in written form within 10 days.

The text of your complaint may be publicly posted on BBBs Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. 

Regards,

  The Better Business Bureau


MESSAGE FROM BUSINESS:

 Complaint: 10367221

I am rejecting this response because:
I am unaware of any RESPONSE from them on 1/16 and I would like ALL of my money back and they can have ALL of their equipment back.   The amount offered is not even a drop in the bucket compared to the cost I have in this entire piece of junk that I can't use. I would certainly NEVER sign up for anything else they have to offer either. Since I know of no response on 1/16 I'll be looking carefully for the refund amount that they are offering, but it isn't enough. I want 100% refund and they can have all of their stuff back.  What good is the other hundreds of dollars in equipment doing me if it does NOT WORK?

ReDear :

This message is in regard to your complaint submitted on 1/5/2015 12:54:16 AM against The Neat Company, Inc.  Your complaint was assigned ID 10367221.

The business has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message in written form within 10 days.

The text of your complaint may be publicly posted on BBBs Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. 

Regards,
 The Better Business Bureau


MESSAGE FROM BUSINESS:
Please allow this email to serve as confirmation of a scheduled call back for 1/26 at 10:30 EST with Tim (senior onboarding technical rep). gards

Complaint: 10367221

I am rejecting this response because: THIS EVENT DID NOT TAKE PLACE, see below.  (was also told that IF they can not get it to work when they DO speak to me I would get 100% refund for entire things.  I will reject any/all Reponses until one or the other.

Message History
-----Original Message-----
From: CUS1926088

Sent: Tuesday , January 27, 2015 03:42 pm EST (GMT-05:00)
Subject: 1/29 - 10:30am est - Software Issue

Case Update NotificationThursday is best for me. I have to be at the Hospital Friday my best friend is having a double mastectomy.


From: The Neat Company, Inc.
Sent: Tuesday, January 27, 2015 2:39 PM
To:

Subject: Case Update: 203405 - Software Issue

Update for Case #203405 - "Software Issue"

Hello
We actually left early yesterday for the snowstorm that supposed to have impacted Philadelphia. That's why I wasn't able to reach out to you at the desired time. We are short staff today, so I hope we can schedule a time for the remainder of the day or Wed, Thu, or Fri?


Let me know,

Tech Support
The Neat Company


To update this case again, reply to this e-mail. If we've helped you solve a problem, please fill out this survey and tell us about it.


--------------------------------------------------------------------------------

Message History
-----Original Message-----
From: CUS1926088

Sent: Tuesday , January 27, 2015 03:30 pm EST (GMT-05:00)
Subject: Software Issue

Case Update NotificationWell considering the man that called made an appointment with me to call me MONDAY AT 10:30 and try to go over it with my via phone to get it to work; but he failed to do so...

NO IT’S NOT WORKING STILL.


From: The Neat Company, Inc.
Sent: Tuesday, January 27, 2015 1:11 PM
To:
Subject: Case Update: 203405 - Software Issue

Update for Case #203405 - "Software Issue"

Hello


I want to make sure everything is working for your Neat Software.

Let me know anything..

Thanks,

Tech Support
The Neat Company


To update this case again, reply to this e-mail. If we've helped you solve a problem, please fill out this survey and tell us about it.


Regards,

 Dear  :

This message is in regard to your complaint submitted on 1/5/2015 12:54:16 AM against The Neat Company, Inc.  Your complaint was assigned ID 10367221.

The business has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message in written form within 10 days.

The text of your complaint may be publicly posted on BBBs Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. 

Regards,

 
The Better Business Bureau


MESSAGE FROM BUSINESS:

The following internal communication has been submitted/received on 1/30/15:

From:

Sent: Friday, January 30, 2015 9;50 PM
To: The Neat Company, Inc.  
Subject: Case Update: 203405 - Software Issue

Case Update Notification:

Monday will be okay, and it’s doing the exact same thing as before as well.

From: The Neat Company, Inc. 
Sent: Friday, January 30, 2015 11:11 AM
To:
Subject: Case Update: 203405 - Software Issue

Update for Case #203405 - "Software Issue" 

,


I would have to remote back into your computer to return you database back the way it was. I created a new cabinet to see if it was related to the old cabinet that was causing the error message while creating the report. What's your availability?

Tech Support
The Neat Company

Dear  :

This message is in regard to your complaint submitted on 1/5/2015 12:54:16 AM against The Neat Company, Inc.  Your complaint was assigned ID 10367221.

The business has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message in written form within 10 days.

The text of your complaint may be publicly posted on BBBs Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. 

Regards,
 
The Better Business Bureau


MESSAGE FROM BUSINESS:

The following internal communication has been submitted/received on 1/30/15:

 

From:

Sent: Friday, January 30, 2015 9;50 PM
To: The Neat Company, Inc.  
Subject: Case Update: 203405 - Software Issue

Case Update Notification:

Monday will be okay, and it’s doing the exact same thing as before as well.

From: The Neat Company, Inc. 
Sent: Friday, January 30, 2015 11:11 AM
To:
Subject: Case Update: 203405 - Software Issue

Update for Case #203405 - "Software Issue" 


I would have to remote back into your computer to return you database back the way it was. I created a new cabinet to see if it was related to the old cabinet that was causing the error message while creating the report. What's your availability?

Tech Support
The Neat Company

I still have not gotten any money back, nor did they fix the issue.