The Neat Company Review

The customer service I received was excellent ,while meeting most of my needs. Friendly and attentive service, answering my questions thoroughly. Unfortunately when I had to download my Neat on a different computer, the software was completely different from what I had on my other laptop. I wasn't familiar with it making it extremely difficult to use.

MayAnn G was fantastic in resolving my issues. Very prompt, very professional and most of all extremely knowledgeable. Such peace of mind throughout the whole process.

May Ann g she was so helpful I got it all straightened out I'm able to get my paperworks on the cloud I will never seats and documents.

This woman stayed on, first the phone, then on chat for over an hour! BUT she got it fixed. I was ready to give up. I've been trying to fix the problem for a few days and was just about to trash it all! THANK YOU SO MUCH!

I have using Neat for 10 years and had to call support to upload the legacy software. The tech, Christian was very helpful and got me back up and running without any drama. He was professional, courteous and a pleasure to deal with and my Neat is back up and running, fully restored and running perfectly. Thank you.

Customer support has been absolutely, unequivocally the best support experience that I have ever had! The technician who helped me was unbelievably thoughtful and persistent in working through my complex problem.
10,000 "thank yous" are not enough both her and the Neat Company!

Great company, easy to work with and extraordinarily helpful if there is any confusion. Definitely recommend

Dolly did a fantastic job resolving all my issues. She was very knowledgeable, patient, courteous and professional.

I had just 2 very easy questions, DO YOU THINK THAT I COULD GET ANY HUMAN...HELL NO!!!!!!!!!!!!
THIS IS THE WORST COMPANY I COULD EVER IMAGINE !!!!!!!!!!!!!!!
I WOULD SUGGEST THAT IF YOU WANT A SCANNER YOU USE HP, SHAROR ANY OTHER COMPANY AND IF THERE ISN'T ANOTHER COMPANY THEN HAVE YOUR SECRETARRY PUT IT IN THE COMPUTER.
I WOULD GIVE THEM 0 STARS BUT THIS RATING WON'T LET ME.

Wow, wow, wow!! I cannot believe how extremely patient and capable May Ann was!!! I nominate her for Employee of the Year. I m almost 60 years old, and own literally hundreds of pieces of equipment and computers. May Ann provided, hands down, the BEST customer support I have ever experienced in my life.

Needed help with download, support was very fast and corrected the Issues I had in system, Great Product all Around

Liza was exceptional in helping me resolve my technical issues, great follow up calls to make sure everything was working smoothly, thanks Liza!

I have been with Neat for 10 years, their tech support is great to work with, today Joseph D totally rescued me. He is professional, knowledgeable, efficient, understanding, to sum it up in one word, he is simply a genius!!

We ve used neat for a few years and in all fairness have moved on from their system a long time ago. The neat cloud synch was awful. We spent more time with tech support than we did working. At one point this person was logged into our system, but not done anything for hours. At that time they were pushing us to try the cloud version of the app which was garbage compared to the desktop. As the idea was great, we tried the system again last year. It turns out that it can not extract the tax information when integrating with quickbooks, thus adding very little value. Great concept. Very poorly executed. I scrolled through most of the reviews, the oldest one was 10 months ago, something s not quite right about that. Also, most of the reviews mention an the experience of dealing with tech support. If this software was so great why would you have to call tech support?

A COMPANY FROM HELL! Impossible to talk to anyone.. My scanner requires technical repair. I can't even find out who might I send it to. . How these shysters stay in business is hard to understand.

Thank you Ronn. Very polite and helpful. You resolved the problem.

Ramon was most helpful. He was patient and respectful considering that I am an old man and lacking computer skills.

I recently had a problem with my Neat scanner. I contacted Neat Support, and was fortunate enough to draw Dolly as my Tech Specialist. She doggedly resourced my problem. She worked it overnight and got back to me the next day with a solution. Dolly was extremely patient and confident that the situation was manageable. I felt that I was in competent hands the entire time. Mine was a completely satisfying customer experience.

Extremely disappointed. Make no mistake, there is NO customer service. I give them a star as there is no option for a bogey prize!

I initially signed up with Neat to help organize all my papers. I cleared out a large metal filing cabinet and boxes of receipts. When my house was
damaged by Hurricane Matthew my files survived! I had what I needed
to process my insurance and tax claims. Neat has since upgraded to online features. I followed the upgrade. A little learning curve but I'm getting the hang of it.

I'm writing this review and rating it 5 stars because of todays experience. Technician Angelina was exceptional! Rather than shooting me a figure it out yourself email, she spent 56 min working with me to bring my scanner and software back online. My fears of lost records, mis-installation and the stress that comes from dealing with computer issues all went away with her help. Neats a nice product, however it is this
level of customer service, knowledge and consideration for us non-techies that makes Neat stand out.

Rizza helped me and she was FANTASTIC!!!!! She answered all my questions and helped me in making sure I get the most out of my Neat software and scanner (which I LOVE) by the way. If you don't have Neat, you are definitely missing out on an amazing business solution from a great company!! Thank you again Rizza for representing your company so well and thank you Neat for making my business run smoothly by helping me organize all of my receipts, business cards and documents in one easy place. Other companies.....take note!

Liza helped with transferring files from my old account to the new files, and was very pleasant and attentive to what I needed. Due to the large number of files it took some time, but she stayed on it until everything was there and scanner working properly.

So far I am really happy with the new neat software. May Ann G.
-The Neat Company / Tech Support was so helpful today. And i think Neat is the most user friendly and initiative of the scanner software I have been introduced to.

He helped me get back to the desktop app and showed how to see the $ amounts on the list of items in the folder. very helpful

Melvin did a great job researching the problem and digging until the problem was fixed. Highly recommend his expertise and friendliness.

no longer offer or support old software and equipment. I am out 3 years of receipts and file back ups because of this company!!

I had several updates to make on my Neat account, and chose to call rather than trying to make all of them online. I spoke with Paul J., and he was very courteous and helpful. In fairly short order he took care of the changes, and helped my through one of the changes I had to make online. I'm glad he was still on the phone, as I'd tried the incorrect internet address. He got everything accomplished in a minimum of time and effort on my part. I hadn't spoken with a Neat Representative in several years, and it's nice to know they still have excellent people willing to help with any problem.

DOLLY WAS A GREAT HELP IN HELPING ME TRANSITION TO THE NEW SOFTWARE! SHE TOOK CARE OF EVERYTHING! MY FRUSTRATIONS ARE GONE!

The Neat Tech Dolly was a God sent. She was a hard worker. We had over 7000 that need to be synced. But she worked over a week to do so.
Thank you Dolly for all you done.

Very thorough and professional. I highly recommend Neat and staff.

Contacting customer service is terrible. I have yet to use the software, but they offer you an "elite" customer service experience. In order to chat live or call them, you have to purchase an additional service plan, otherwise you have to wait up to 72 hours for email communication to take place. That is the most ridiculous way to do business that I've ever seen. If your PAYING CUSTOMER needs help, you shouldn't benefit additionally from their issue.

I have yet to actually speak with customer service, and again, I have yet to use the software, but as for just getting in contact with customer support, it's terrible because they've decided to profit off of it! For their sake, I hope my rating goes up.

I would like to thank Dolly for doing a great job in fixing my issues, she was awesome! Dolly was not only efficient but pleasant and very professional . I've been with Neat Company a long time and I'm glad that i was able to stick with them through their tough time. I would highly recommend Neat to everyone, I Love it!! Again Thank you to Neat and to Dolly :)

Sarah handled my issues like a true professional. Sarah helped me see the value in the upgraded Neat service that I was frankly not too excited about. I am grateful that she picked up the line to help me

While I am not happy one has to buy a cloud subscription to use my NEAT scanner, I cannot say enough about the (free) tech support I received while using a trial subscription of the cloud.neat. Ritz helped a not so computer savvy grandmother fix my problem (I could scan but not see the images). He had the patience of a saint, as I would forget the steps. He initiated an export of my old neat files (mobile unit) to my new scanner Neat files. This actually took a couple of days and GET THIS!! he is over-seas as tech support in a call center and followed up 3 days in a row (by calling me at an agreed upon time!) to make sure the syncing process was going and as of today complete to retrieve about 4 years worth of files. They are now in my app and saved on the cloud. I told Ritz the first night, that whether he could help me was going to determine whether I chucked this scanner as I was not finding it user friendly or kept it. Polite, professional and ever so patient!!!!!! Thank you Ritz.

Love the neat Company support Team !!! Dolly was very knowledgeable and professional, in resolving my technical problems.
please give a message to Dolly, "thank you again"

jim Accomazzo

Update - Neat did respond and reimburse charge. Apparently I had two accounts (I don't recall creating the second) and only one was cancelled with my first call.

Neat was fine for awhile, but then the scanner ceased to work. After Googling the issue, I found countless post showing that Neat had stopped supporting Mac for that scanner. I tried the mobile app scanner and true to the low ratings it did not work either. Finding no way to cancel online, I called NEAT and canceled my account. I didn't log back in over the year, when I found a charge on my credit card for $199.99.

I just called their support line today to ask for the charge to be reversed since I called a year prior and cancelled. The support person, although polite, was not empowered to help me and said the charge couldn't be reversed because she had no record of me cancelling. She did confirm that I hadn't logged in or use the account. She also said that she couldn't reverse the charges because I was beyond the 30 days. I was calling on day 32 of the charge, as I had just gotten my credit card billing.

SO - $350 Neat device became a door stop because they stopped support it on the Mac (yet supported in on PC). The mobile app sucked and was given negative ratings by all users. They failed to document my cancellation the year prior and then refused to reimburse the charges because I called 2 days later than their policy (keep in mind that I called A YEAR prior.

While dealing with this challenging situation, the attendant was trying to give me a survey as to what device I had purchased, etc... A survey. Like I have time in my day to deal with getting $120 improperly charged against me and then to answer a user survey.

On the flip side, I"ve been using Expensify for a year and LOVE IT. Can't say enough good things about it.

I was very happy with the timeliness of the whole experience. Ronn was very good and very helpful.

Leslie was very helpful in fixing the issue with the problem on installation. The missing star is for the product. They have changed the neat products (a download to scan) and website for cloud. I understand why they did this, but it is too many steps.

I had interruption of internet connection during 1 to 1 help session my Neat technician 7 was very understanding ,helpful and patient which I appreciated very much.THANKS A LOT

I was first hesitant on the new set-up, because i've used the old desk top for so long, and loved it, Like the saying goes, if it's not broken , don't fix it!! Well Tia really made this really easy, and had all the patience with me, I am really happy with the outcome, she was wonderful, and really helpful!!! Thanks Tia!! you got a customer for life...love the product.

After spending about three hours with NEAT support the other day, with zero results, Melvin fixed me up in less that 30 minutes. That was for several different "fixes." I am very satisfied with my most recent contact with NEAT support.

John D'Angelo, PhD

May Ann G. was extremely helpful and absolutely a delight to speak with. She was very fast and knowledgeable with her expertise. Very energetic and offered easy to follow instructions. May Ann answered all my questions and helped walk me through the online site layout. She deserves a raise!!!

Joseph was polite, technically competent and able to quickly resolve my problem with the software update. He also walked me through the changes to make sure I understood how to use the features of the new software.

Lorren, the agent was very helpful and patient this old man. Thank You

Alvi A. was great in tech support...he help me with very difficult problems! Thanks again

The Neat Company resolved a very complicated problem for me and I was very impressed with the professionalism and perserverence of my Neat Technician Leslie M. She stayed with the problem until it was completely resolved. It is nice to see excellent customer service in this day and age.

I have used Neat for 4 years. It has helped me get more organized with my receipts. It has been a time saver. I love the new mobile app as I can scan my receipts as I go which keeps the from accumulating when I get real busy.

Company has a lot of application interface problems. They offer a lot of tutorials however they are hard to work thru. My last encounter with a rep was going to be my last, however Rizzo B work with the software and took time to explain process to me. Gave them a 3 but will reserve my fullest opinion for later. All that said, this company has a lot ahead of it ref customer service to be full competitative and build customer base!

Fantastic Tech Support. Initially could not resolved my problem, but got their developers involved and fixed the problem in less than two days. Thank you Neat!

Great technical assistance. In the future neat should advise me when they are upgrading software so my scanner and software continue to work well. The tech was exceptionally good at fixing this problem

Customer service is great. The interface for keyboard users is unusable, so I contacted them to get my account created. After signing up, there are a ton of HTML bugs everywhere. Some bright person decided to put an a tag instead of a select tag for all the select fields. This is 100% inaccessible for keyboard users and screen reader users. The Neat interface gets a 1/5 from me, but their customer service is 5/5. There are also many unlabeled links at the top of the main page. The connect screen also has the links labeled all the same. I would strongly suggest Neat get a professional HTML developer, or someone who knows about WCAG compliance look at the interface and fix it. As it currently stands the Neat UI is extremely exclusive to a small set of users who happen to be able to use a mouse.

NEAT Tech Support has the expertise and dedication; they get an A+ rating.

Enjoyed the visit . Got me to the correct person very fast. Thank You

I enjoy the benefit of Neat to store and retain important documents. However, I am very disappointed with the durability of my Neat Desk scanner. After 18-months my scanner mysteriously would not work. I contacted Neat s support area for troubleshooting support, but surprised that nothing was offered in terms of a discount on a future purchase. I m now using my mobile phone camera moving forward to capture future documents and not buy Neat hardware again.

Thanks for fixing all the issues! Love using the new program. It is fast and helps me keep well organized. Super easy to use!! using Fujitsu fi 7160 scanner is the best option.

Jansen was very efficient in providing the help I needed to add a new card for my service, upgrade my program and assist me with getting a new password established. Very pleasant and knowledgeable!

Great customer service! Had to sync old Neat with Cloud and it was not a simple task. Thank you Boogie for taking the time and patience to resolve my issue.

My customer service agent Lance was the BEST!
I would strongly recommend Lance to be in a position where he (Lance) is the person who is training new customer service agent. I could not have asked for a more professional customer service agent .
Bravo to you Lance. The NEAT COMPANY is lucky to have an employee like you.

Alexa was very helpful in sorting out issues with syncing of the software.

Excellent customer service from Angelina. Easy to understand and super knowledgeable.

We have been using Neat for about 4 years. Has greatly reduced the storing of paper copies. Very easy to use.

LANCE A. Is the best. Very Knowledgeable, professional and polite. I felt bad to be calling back again within a week with another problem. LANCE A. came to the rescue and helped fix the problem once again. How lucky can a lady get when calling for help to get the same expect help from LANCE A. twice in a row. I really love everything about NEAT. Been on this system for several years and also joined the cloud (yes... I lost info when my older computer crashed). Their cloud and service is the best. I recommend NEAT to all. LANCE A. helped to fix my problem very quickly. He uninstalled and reinstalled and now I'm on the newest NEAT system! Thanks again for all your help!!!!!!!!!!!

One of the best technical support groups I have worked with. they resolved my issue quickly. I highly recoomend their technical support group.

Cyrus did an outstanding job assisting us today. His professionalism and patience was extremely helpful to provide the technical support needed to solve our issues thank you Cyrus.

Ramon was relentless in getting my system back up and running. He was GREAT and continued - day after day to get things functioning and working properly. I so appreciate his efforts!!!

The support tech named Dolly was excellent in walking through step by step and was very patient in diagnosing the problem.

I just converted to the Neat cloud and the technician took his time helping through the entire process. The conversion took a week because of the extensive number of receipts I had and they worked on it and called me every morning with a status update. When everything was finished the technician walked me through installing the new software on my new computer and the app on my iPhone and helped me understand how to use them both. Awesome job!!! Thank you NEAT!!!

I had a technical issue that was resolved through the superb efforts of Alma V. We worked through the issue online over the course of multiple days due to the complexity of the issue. Alma was always professional and courteous. She worked hard to resolve my issue and I am grateful for her super support. Neat is an excellent software for tracking expenses and key documents. I highly recommend their products for both individuals and business. I have been a satisfied customer for close to ten years.

I agree with the run out of someone's basement comment. I would never buy a beat scanner again. I have owned many brands through work and everything is just awful. The device never works and customer service is nonexistent.

Awesome support from Butch G. helping me export all my files from an older desktop application. Neat applications are helping me become organized and keeping paper receipts to an absolute minimum! Thank you NEAT!

Tia was very persistent regarding the successful outcome to my problem. The task took 5-6 days over a two week period and she never gave up. She was always courteous and tenacious in her effort to resolve the issue.
I highly commend NEAT for their employment of such a qualified and courteous support tech. Thank you Tia!

I just can't believe this company exist. I have try calling, go on line. Still no way to talk with anyone. Do not sign up with this company..."Neat" it appears to be a inefficient business. I'm trying to cancel my subscription and just no way to make this happen. I have emailed, called many times....no response. I repeat....save yourself Alot of aggravation. I now need to go to my bank to stop payments.
No customer service exist.

Lud was very good in finding out and resolved the problem with the Blue Neat scan which was I could not delete the scanned items even when the items were sent to tbe cloud. Thank you.

First used this product 5 years ago, didn't like it because it didn't allowed to use with multiple users. Now, its a totally different story, works and works good. Helpful tech support, very good for business to go paperless.

After frustration with losing some apps during an upgrade to Mojave on Mac, Ramon worked over 24 hours to find a fix for my scanner not working. His dedication to my issue seemed to be the only thing on his mind. It speaks so highly of not only his abilities, but the the excellence of the company. If i could give a higher rating, I most certainly would. Thank you Ramon, and Neat. We will continue to recommend Neat scanners to our friends and relatives. Very well done!

This is a horrible company and product. Save yourself a big headache and don't buy from them!

The first tech didn't fix it, but the second tech did! So depends on who you get, but in general, I am happy it's fixed.

Terrible customer support, even if you upgrade from legacy software to Cloud service. Absolutely avoid them if you use a Mac.

This company is just a shadow of what it used to be. They don't support their "legacy" machines, their customer portals don't work as they should, and it's difficult to resolve system glitches AND getting through to customer service is damn near impossible; they system hangs up on you if you're unable to authenticate, which of course, if you have a billing error is damn near impossible.

Melvin did a great job in helping me fix my scanner problem. He walked me thru the process to diagnose and clean/repair the scanner. Thank you so much Melvin. Good job!

Absolutely the best software on the market. Using already 7 years with out any problems. Thanks a lot!!

Cyrus gave me excellent customer service in setting up my Neat account. He also showed me how the scanner works once the software was installed . Reference #00206255.

Wow Angelita E. was awesome in help me with understand my Neat software and how it work!!! a Big THANK YOU!!

The young gentleman that assisted me was helpful and extremely knowledgeable. I was treated with respect. He was patient with me, too! I would highly recommend Butch to anyone needing assistance from the Neat Company!

I am a first time user. In two phone calls, Neat helped me understand what I needed to know about the basics of their service, and then handled the driving installation and testing. In the same call, they set up a free 30 minute walkthrough. Really excellent, efficient service and so polite. Go Neat!

issue solved. very patient and through in solving the issue, Also, solved very quickly. case 00225947. TY

May Ann G was wonderful! She was patient and explicit in her instructions. It was a delight working with her.

Neat support helped me move from one computer to new windows Dell XPX with the integration of Neat Cloud with Quickbooks Enterprize 20 so I can move receipts from Neat to Quickbooks. Great work getting things moved and connected together. Long time user of Neat and quickbooks
Keep up the god work.
Neat support fixed my Neat to Quickbooks Enterprize link. Great Work

Using the solution since 2013... best service received to date. Great initiative to offer training session. Much appreciated!