The Neat Company Review

The tech that assisted me was very knowledgeable of NEAT software and patient. I appreciated the service.

Because I had replaced my old Neat scanner with one with newer software, I had to contact support three times to install and learn to use this new one. Both Clare and Sarah were very patient and clear in their instructions. My issues were resolved. It was a good experience!

Ronn the technician helped migrate almost 3k files; this company would have a 5 star rating if they made the migration simpler and added access dampers on what users could be enabled or limited to do per the customers settings.

Absolutely wonderful!!!! Francis M. tech was amazing !!

Angelina did a great job and had me set up in less than 30 minutes! I hardly had to touch the computer.

Since there was a lot of data it took several days. I was not expecting this, however Meryl worked as long as it took to migrate all the file.

Neat tech #17 Ronn, He was great. Very Courteous, took time to explain what he was doing. Answered all my questions, and fixed any problems that I saw. Very good and patient with me.

Alvi was very knowledgeable, kind, extremely helpful and professional. Alvi really turned my day around. Thank you Neat.

Agent was very helpful he gave me undivided attention until my issue was resolved.

I had a problem with my not sending to any recipients from the Neat Software and NeatCloud. On March 15, 2018, My technician informed me that he would check into the matter and PROMISED to call me back the next day. I asked was he sure and he assured me that he would do so. days passed and I got tired of waiting. On March 22, 2018, I proactively called and requested to speak to a supervisor about the issue. The supervisor, informed me that another technician would call me and address the issue in a few minutes. A Technician named May Ann G was calm, patient and told me what to do to fix the problem. I impressed with her service and give her 5 Stars and Give the other tech 1 Star. So I averaged my experiences 3 Stars. My time is important to me and I wasted 7 days trying to get this problem resolved.

Alvi was my tech person today. He efficiently used his knowledge to rectify my problems. He also was kind enough to upgrade my system along with my cloud activation. He also confirmed and checked with me how I could scan photos, something I did not know I was capable of doing. He was kind and caring in his directives during our time on the remote assistance by neat. I am very happy with neat and will look forward to new and exciting features. Thanks Again.

The young lady (Sarah), that helped me was kind, knowledgeable, helpful and helped us to locate a happy situation for now. There are issues that need to be addressed on the software. Sarah put me in a position that I can deal with now to get me where I am not left behind or making it harder for me to get in a better position. She has restored my confidence in Neat. I have dealt with Neat for years

Ronn provided great service in transferring my files. and also set up the software on multiple computers. Very patiently walked me through the process.

Today I worked with MayAnn G. with The Neat Company to help me resolve some longstanding issues I'd been having using their software. She blew me away with her willingness to patiently assist, her complete understanding of the software, and for going way above and beyond what I expected to receive from a customer support agent. She taught me things about this program that I know will make my life easier. I am SO impressed with her and with this company.

Jolyn was a huge help in setting up the new system. She walked me through the steps needed to understand it. She also assisted me in ordering some new parts for my machine

Worst customer service ever! This company is unethical. They charge annually for their cloud service that is clearly advertised as monthly. There is no way to trial the software to see if it even works. It does not work well and there is no way to contact customer service other than waiting for hours in a chat session. They also said they couldn't locate my billing info for a refund. Do not do buy Neat products or services!! Do your research on customer satisfaction!

Cyrus was the technician that helped me .. he was kind, efficient and effective. I was able to use my Neat Scanner immediately after his help!

Cesar was very patient and helped me with login issues, scanner re-connect and updating the latest version of the app and icon on my desktop. I was very satisfied with the phone support I received today.

Easy to get to support, she knew exactly what I was trying to do and had the solcution at hand

Butch did a great job! He migrated all of my legacy Neat data (3+gb) to the newly improved Neat online version. It took a few hours but all is well

Answers the phone quickly and quick to fix. Will do virtual.

Excellent customer service! Marilou J was extremely efficient, and patient!

It personnel were very help full and did a follow up

Romniel worked very hard to migrate my service from legacy to cloud. There was a glitch in the legacy program that had to be resolved before the migration could begin. He worked on it until he was able to migrate the service.

Very amazing knowledge and experience that should be recognized, I will refer many to this due to this experience and supportive guidance.

Ramon was patient and very attentive to our needs.

Having said that, it would make his life and ours easier if the back end could reduce bugs in the system. Some of the older features that worked very well have disappeared and the sync process is not always accurate, ...avoiding some receipts and adding others twice. Your front line shouldn't have to deal with this.

Ritz did a great job synching all my docs from my previous Neat software to the new version of Neat. He was kind, courteous, knew his stuff and was very fast. And he has a cool name! Thanks again Ritz!

The easiest way to recall a document!!! You don't have to put in a file name or number.

I absolutely agree that this company is being run out of the basement, you can't talk to anyone or get any support for the product. Won't buy another product from these idiots.

The worst company I have ever dealt with. Absolute Garbage.

Customer support was easy and outstanding. Alvi was the rep and got me going. Only disappointment was that Neat is not supporting my software anymore but it is a sign of the times that they need to go to subscription based service.

Support for the customer was outstanding. The support engineer was very patient and helpful. All my old data was migrated successfully. I am very pleased with the support!

YOU ARE THE BEST HELPER THAT I CAN REMEMBER IN THE LAST 3 YEARS

Alvi was fabulous at helping me with getting ver 5.7 and my scanner onto my new laptop. Alvi was professional, friendly, and very helpful!

Leslie was great help and eager to make sure i was taken care of and works for the company as a good employee

Marilou did an outstanding job in helping me migrate my files from 5.7 desktop to the Cloud version. I am very happy with the results. She communicated well and resolved all the issues.

The same problem occurred within a two week time frame. When I called on Monday the system that allows the technician to share my screen was down. We made an appointment for Tuesday and I was called back. Alvi took control, unloaded Neat and then reloaded it. He did a decent job and told me that if it happens again, ask for him.

Yesterday, I spoke with Jeff, he was very helpful, Knownledgabl he got me up and running. I am very happy with him and the srvice he provided.
Jim McDonnell

I have had great support from this company. They are patient and helped with all of the details. I am very happy the customer service team has such great listening skills. Glad we signed up with Neat.

My experience with Neat up until 3 days ago was great, now it is a hot mess. I used the legacy software, but somehow was automatically updated to the new version, and in the process lost 2 years of records. Tech support still trying to recover some records after an hour and a half online. Absolutely horrible approach

So, I've had my Neat since 2013 or 14. It's a great scanner, scans fast, and I can export with the software to pdf or photo formats. Model ND-1000 I believe. I got a new computer, and wanted to download the software, to find that the only software available requires subscription and periodic cost. I was not interested in paying for this, but had difficulty finding a solution. On my second call to technical support, despite not remembering my original email, they were able to work with me to find and provide proof of my ownership predating the new software rollout, and they sent me a link to download and install the legacy software. Maria M. of the Technical Support Team did a fantastic job dealing with my ADHD stream of consciousness, and I appreciate her. I don't like that they are trying to get everyone to subscribe to use their scanners, but I do appreciate them working with me to continue the experience I have grown accustomed to.

Process was quick and easy. Problem was resolved by a representative who knew exactly what needed to be done.

Reginald from NEAT was really helpful and was able to assist me right away with my issue on Neat Legacy Software.

I have had my Neat Connect scannet for approximately 4 years. I have had a Neat Cloud for the full time. I recently decided that I want to connect to my OneDrive and/or Dropbox account(s). I subsequuently learned that I could not access either of my two cloud accounts as my NeatConnect firmware was outdate. Despite repeated attempts to update my firmware I could not (I continuously received a message that my firmware was up to date (02.03.02.06)). After posting an inquiry to the Neat user community, I learned that the latest version of the firmware wad actually 02.05.02.03.

This morning (05/29) I contacted Neat support. First, I spoke with Marilou. Marilou worked worked with me for nearly an hour troubleshooting (via the remote connection). Initially, my NeatConnect was not connected to my computer. Marilou was working with me in order to get my computer and NeatConnect scanner talking to each other so that she could remotely update the firmware. Unfortunately, I lost my internet connection and subsequentl the remote seesion was seveted.

After getting my internet connection re-established, I again contacted Neat support. This time, I was connected to Alvi. I explained to Alvi that I had previously/earlier spoken with and worked with Marilou but had lost my connection. I explained to Alvi, in effort to prevent a duplication of efforts, the steps that had already been completed. I then suggested that I believed we were at the point where I though we needed to move forward with remotely updating the scanner firmware. Alvi was professional (as was Marilou) and kept me apprised of every step that he was taking. Alvi downloaded the necessary software and firmware to my computer and successfully update my firmware. After the update I was able to scan successfully directly to OneDrive. I have not yet set up scanning to Dropbox, but I feel confident that I will have no issues.

I have been using Neatscannersan software for seven plus years (first Neat desktop scanner and now my NeatConnect scanner). In all this time, I have never previously had to contact support. My experience(s) today were very pleasant. Both Alvi and Marilou demonstrated that they are not only very professional, but they both also demonstrated that they are very knowledgeable. It was a pleasure dealing with both of them. As a customer, I am very appreciative that the Neat Company has such excellent technical support personnel representing them.

Terrible customer service!! Live chat was like watching molasses drip. 30 minutes and very little accomplished. Then they called me and were equally slow just taking a credit card payment over the phone. Number show Ogden Utah, but it s outsourced to Philippines or somewhere foreign. The marketing looks great, but try getting technical questions answered. Just horrible.

Arnold was very efficient and knowledgeable and resolved my issues in a prompt manner. I really appreciated his expertise , understanding, and patience with me.

The Tech quickly handled my issues and I m back up an running. Thank you!

Ronn was very helpful and patient with me. So grateful for your great Tech Support

I had an amazing experience with Dolly the Neat support help person. After pulling my hair out for weeks trying to figure out how to send my expense report to my accountant, Dolly worked with me for over an hour and took me step by step with patience and kindness. Thank you so much Dolly!!!

I've used a NEAT desk top for many years. When my computer crashed I needed help downloading Neat to my new computer. Dealt with Jeff S. He was great. Very professional, knowledgeable and polite. Was able to get everything loaded and working in a matter of a very little time. Through the past years, the staff at Neat - billing and tech support have always been helpful with anything I needed help with. One cannot go wrong by using Neat to keep everything filed correctly in the Neat cloud or from neat to your computer. Thanks to Jeff, and to Clint in the billing department. Both were really great.

What if you don't want yet another monthly bill then NEAT is NOT for you. I was mislead on purchase (years ago) that I could scan everything into my PC the goal being get rid of paper and clean up my desk and stop the over flowing file cabinets. I've NEVER been able to use my legacy scanner and as I manually clean up my office and thought it was time to toss that useless POS in the trash I thought "I'm going to write a review" wasted $500 on a white paper weight. Does anyone build a scanner with software I can purchase to get the job done without using the cloud?

Absolute crap!! I've used them for years to keep company documents in order, but this past year has been nothing but problems and excuses and blowing more money. I let them remote into our computer to fix an issue with the software, then suddenly, after they messed around with stuff, the scanner completely stopped working. Everything I scanned was too bright, almost as if they messed with the contrast of the scanner images. I would high recommend finding another company. Right now there are hundreds of people looking to file a class action law suit against The Neat Company & I hope it goes through.

Jolyn did a wonderful job of helping me -- and she did it in good time. I am very happy for the help she provided me.

Tia helped me quickly and easily resolve my issue scanning receipts to Neat using my Fujitsu Snap Scan. The shared screen trouble shooting is super convenient. I do think it takes too much time and effort to reach tech support, so I wish they would make it quicker and easier to contact someone. I also don't love the sales pitch to upgrade your service after the support call. But the trouble shooting was effortless and easy and I appreciate that.

If I could, I would never give this a single star. I had to click on a star. Had a scanner, put it on my Mac today, got on a free trail, and would pay them $$$$when that trail. period was over thirty (30) days. So, every time I tried to use said scanner, a message popped up saying that the scanner was using another application which there was no other application working or running. Unplugged scanner, turned off and on computer, replugged in scanner, it kept doing the same thing. I decided to do a live chat, took the tech 5 minutes to response. Called company and was on hold for over 20 minutes when I opted to have company call me back. I waited and waited for 2 hours to no avail. So, I called my bank and asked them not to pay Neat the fee when my free trail ended. Found out that they charged my account even though I had the thirty (30) days free trail so my bank put in a fraud complaint. Thursday is trash day and the scanner will be on top of the trash. Stay away from Neat And NEVER trust Neat EVER!!!

Ramon was very helpful and assisted me as scheduled

excellent customer service. will recommend to all:)

Alma was our agent and she was WONDERFUL! ALMA stayed with me and got on my computer remotely. It wasn't long until she resolved my issues and explained what I needed to know. If I need help again, I hope I can find ALMA! Our case was #00322387

The folks at Neat were very helpful in migrating my data from the legacy sw on a pc to a mac. Thanks!

I bought a Neat scanner 3 years ago but never set up a cloud account. For various reasons, my scanner is still in the box just never open. I just realized they have been charging my credit card $ 18 a month for last 3 years. Try to call various number but never talked a live person. I left messages and never get a call back. Not sure there are really people working for the company.

I have been using Neat software and scanners for years and have found their products to be great until recently when I upgraded to the cloud. I had a difficult time trying to sync my old files and was to the point of leaving neat after several years. I made the call to cancel my account when they ask if I would give them another chance to fix my account. I agreed and am glad I did. Butch was my technical support and he fixed all of my problems. BUTCH IS THE MAN! Courteous, professional and went the extra mile to make sure I had the current software versions and drivers. My scanner has never worked as good as it does now. Thank you Neat and most of all thank you BUTCH.

Christian G was a HUGE help - His assistance saved my day!- thank you.

Lyn Francis

Love Neat software, customer service was very helpful in resolving my problem.

May Ann provided excellent customer service and she took the time to walk me through the all of the functions of the software. Thank you for all your help.

Albert John | CEO of AJ Group Holdings

NEAT IS THE WORST COMPANY EVER - DO NOT PURCHASE ANYTHING FROM THEM. THEY REFUSE TO COMMUNICATE WITH CUSTOMERS OVER THE PHONE.

MY neat software stopped working with my Apple MacBook Air. I have followed their canned "work around" without any positive results and the equipment is still non functional. Repeated requests for help only results in there requests for payment!! Payment for WHAT a NON WORKING PRODUCT!

This company is despicable!

R & R Transport loves using Neat! We get to have all of our expensed in order for when tax season comes along!

Tia was very helpful. I needed to transfer four years worth of files to the new platform. I encountered problems during the process. Tia was persistent and finally accomplished the sync.

I did not to wait on the phone as I gave them a call back number and was contacted within 10 minutes. Claire spoke very clear English. Much better than the men. It was easy to follow her instructions. She solved my problem right away. Wish I could always have her when I have a problem.

Cyrus help me to fix my issues with my computer. He was quick, nice and helpful.

The tech, (Rizza B) helped me with scanner issues. She continued to work on it until she resolved the problem. Thanks Rizza !

May Ann G. was most helpful in setting up the Neat drivers and software remotely. Thank you.

I can't get answers from NEAT, but am hoping someone else can assist. My NEAT scanner says it is connected to the internet and is plugged in to my desktop,... but repeatedly drops the link and says I have no scanner connected. Brand new - never has worked - can't get the equipment to talk to my Mac. I'm afraid to buy any further subscriptions based on reviews. Anyone out there with an answer????? NEAT only replies with auto link emails. ;-(

It is well worth having this Neat support subscription as twice this year I have had issues that I did not know how to resolve on my own. Because of the very talented and patient staff at Neat, I never lost any data.

Thank you so much Dolly for your patience and endurance with me on this recent tech issue.
Jacquelyne

Alvie, my tech support, was very patient and helpful. He knew what to do and helped me see the value of moving to the cloud version. Initially I was hesitant, but after seeing what the software can do, then it is highly useful. Good job Neat!

UPDATE: The software works fine and it is easy to learn. The only thing I do not like so far is that the software does not let me set the quality of the scan. In my case I only scan receipts, so low quality is fine and in the old version I could set it to black/white instead of grayscale. In most cases black/white is fine. When I scan now the file sizes are many MB each. I wish there were a way to have an option for smaller file sizes that are faster.

I want to let the Neat company know that their employee named Paul was the only reason I did not cancel my membership today. When I told him why I was going to cancel, he asked if he could help. He solved the problems I was having in a few minutes vs multiple phone calls and endless time talking with techs over several weeks. I had support staff times 3 trying to log into my computer with me and all to no avail. No one helped me. I wanted a simple solution and Paul gave it to me. So I didn't cancel my membership today. You need to reward him in some way. I was so fed up with your company and the new software, I was done with you. He saved the day!

Needed help moving files and folders to my new computer. Dani Neattech -8 handled my case. I found her to be very knowledfeable, helpful and competent. Employees are the face of a company. She, through her actions sold me on the Neat Company. Additionally she created a mouthpiece for the organization

Angelina spent 4 days updating my Neat account and transferring data to the cloud. Although it took a very long time, Angelina never gave up. She contacted me and worked until the task was complete.

Jansen was very helpful in resolving my case, thank you neat!

I was using the 2014 version of Neat software for a long time while living on a sailboat in the Caribbean. When I left the boat I copied my data but forgot to copy the software. When I tried to read the data, I realized that I needed new software, and then learned that my software is now "legacy" and not supported. I signed up for the current Cloud-based system but still couldn't read my data. I was not very optimistic when I called Neat's customer service department. I thought I would probably get the same kind of horrible service offered by most phone and internet services.

Boy, was I wrong! Joseph, in the Philippines, worked through all my issues, downloaded and operated all necessary software, and saw to it that all my data was transferred to the cloud. Because my wifi is erratic and kicked us off several times, Joseph called me every day for 4 days to check on the transfer process and restart it as needed. I am thrilled with the service he provided. Courteous, competent, and tenacious in getting my system up and running. I so appreciate him, and also Neat, for supporting their customer service people and allowing them to provide superior service.

And I like the product too!

Been using Neat for about 6 or 7 years . . . have found them to be very responsive when tech support is required . . . the software is easy to use . . . recently moved to the subscription / cloud service after they discontinued the standalone (legacy) software and was very happy with the assistance I received for migration of data to the cloud . . . I think they gave up a lot of functionality which was in the legacy software when they moved to the cloud, but hopefully they have taken note of some suggestions I made and will continue to improve the functionality of the cloud program . . . . overall, a very useful service, and hopefully with improvements to come . . . . and Angelina, huge thanks for your prompt and courteous assistance to day

Tech 12 was AWESOME she helped and guided me for 3 days resolving my problems. Thank you.

I could not upload an old Neat data file to the cloud. I worked with Jolyn from tech support. She was smart,efficient, polite and very helpful in solving this problem. I would highly recommend working with her.

She was amazing!
Difficult to get neatdesk yo respond however once they escalated it we were amazing at the level of care

I have been using their software for at least 8 years, and until recently its been okay. It appears The Neat Company decided to force a subscription (cloud plan) on everyone that purchased a copy of their desktop software. With shifty tactics like this, I can't recommend their products.

Side note: I wonder if Costco will give me a refund an force them to take their dead software and crappy scanner back!

My customer service was awesome. She stuck with me until my problem was solved.