The Neat Company Review

I was initially calling to cancel service, only because I hadn't had time to try their services in the trial version. I hadn't even taken time to look at the bill, until I was actually on the phone with the agent in the midst of cancelling, when I realized the subscription price was yearly, not monthly (extremely and phenomenally, astronomically economic....to ME, for what I do. Especially given other services I use, E.G. Quickbooks, Ent, POS, Etc. In addition too, Paul was very informative and intuitive and went the extra mile in customer service to make sure I had a better understanding overall of who neat is and what they do and provide, and how they can help ME specifically with the particulars in my business. In this field, even in the industry it's difficult to find such service.!!!!

Mr. Boogie was very helpful in helping me with my problem have been a customer for 5 years ! very HAPPY

A BIG THANK YOU TO LORREN A. FOR THE GREAT TRAING AND CUSTOMER SERVICE. I APPRECIATE YOU AND YOUR PATIENTS AND KNOWLEDGE OF THE NEAT PRODUCTS.
THANK YOU.
G4

I have been using Neat scanner for years. It is a great tool for keeping all the important reciepts for doing your taxes. Neat was very simple easy product to use till they upgraded to the cloud and the software changed. I had a difficult time trying to retrieve my old files. I have not been on Neat for awhile and thought I definately lost everything. I called customer support and I am glad I did. Christian G was my technical support and he fixed all of my problems. Courteous, professional and made sure he restored all my files. I'm very grateful! Thanks Christain!

the help I received was professional. he took care of the problem with the missing data folder and made short work of it. I am so grateful that I have back my 10 years of data after having to do a system restore which corrupted the Neat program.
Thanks again.

R/
Doug

The support Team (Zoho) handled my problem with knowledge and speed. I was grateful for her help to retrieve all my business files

I reached out to Neat Tech Support when I was attempting to install Neat's desktop software and having problems. The tech was very helpful, even to the point of remotely reinstalling the software and making sure it worked with my non-Neat scanner rather than just trying to talk me through it. My only issue was that almost the entire support session was conducted via an online chat session, which really slowed things down due to having to send written questions and answers back and forth. It would have been much quicker, easier, and more efficient to have done it over the phone. Other than that I was very satisfied with the service I got.

I had a major issue with with some files that did not sync properly when I had upgraded my Neat Software and purchased a new Neat Scanner. The Neat Support Techs did not give up on ensuring that all my files moved into the new software and that it was synced with the cloud. Joseph S. and Cyrus were very patient, contacting me daily for several days while they merged and synced the files. To complete the work, Cyrus installed the new Neat Scan Utility, showed me how to use it and how to access my files in the cloud platform. He sent me links for the tutorial and ensured that all my needs were met. Together he and Joseph were able to save over 2500 files that I thought were lost forever. Thank you both for your diligence in getting the job done despite several obstacles that were encountered.

I got great on-line help - with sign-in and new software - for my old NEAT desktop scanner from May Ann G.! While trying to add my old Neat scanner to different computer - the Neat app wasn't recognizing my sign-in info!

Tried calling -line was busy. Tried Neat's on-line Chat Support - quickly got response from May Ann G. Her responses/directions were clear and precise!

She verified my info, corrected some things at her end then she walked me thru the different steps I needed to take in order to get into my account. She patiently waited for confirmation that each step was successful - and when it wasn't - she suggested another approach. It took a while - I'm not very tech savvy - but she helped me add the scanner and find my files!

Kudos to May Ann G. for awesome customer service - you are a credit to the NEAT support team!

The customer service person, Butch, was very nice and knowledgeable. I know he took care of the problem as quick as he could. I am disappointed in the software though. It took days for everything to be uploaded to the cloud from the old legacy software. During that time, it had some errors due to "blank" receipts. So I don't know which receipts were lost in the upload as I had over 8100 receipts. I find it frustrating that the software lost these receipts

Tia did and outstanding job with helping Risingstar Development Center setting up neat receipt new software. thank you for your time and dedication

I was a real pleasure working with Jolyn at Neat to set up my account and my scanner. I wish everyone would be like her. Keep up the good work Jolyn!

Company is a JOKE, can't get a hold of anyone... I want to return it!!!!!! Everything is Automated and can't ever get a REAL PERSON to talk to...

I would like to Thank Melvin for his assistance with Neat Program. I had a problem with trying to delete some pages from my scan documents which where not needed. He took the time and effort to show me how to go
to the old Neat Version that I had for years. Now that I have upgraded this new Neat Version does not delete the extra or unwanted pages. Hopefully in the near future deleting pages will happen. Melvin took the time to show me another way to get my problem solved temporarily. I am very Greatly for Melvin step by step solution and patience. 5 Stars for job well done and I think a Great Assets for your Company. Thanks Roman Rainosek

I was frustrated, everyone that help were very profession and he last person help me, she was knowledgeable, polite and quick. Everyone was so nice even though I was grumpy. You have a very professional group helping us

Thank you so much for hight quality assistance Ronn A++

THANK YOU AGAIN. YOU ARE A VERY PATIENT PERSON YOU STAYED IN CONTACT WITH ME EVEN WHEN I HAD TO CHANGE LOCATIONS. YOU CALL ME BACK EVERY TIME. NOT ONLY THAT YOU HELP ME TO SET UP NEW PASSWORDS
. IF IT HAD NOT BEEN FOR YOU I WOULD HAVE GIVEN UP. TRUST ME ON THAT. ONCE AGAIN I CAN NOT THANK YOU ENOUGH FOR YOUR HELP. YOUARE NEAT. I MEAN IT YOU ARE NEAT!!!!. THERE ARE NOT ENOUGH STARRS ON THE ICON GOD BLESS

Dolly solved my problem over the phone and chat with professionalism and knowledge of the product. Highly recommend.

I was having and issue connecting my Neat scanner to my Mac as well as having it be recognized by the software. Alvi was extremely helpful and was able to troubleshoot my issue within minutes. I'm very happy with the ease of their technical support as well as not having to take hours scanning my documents individually.

I had been trying since March 2017 to get my vintage scanner working after the system abruptly crashed for unknown reasons. Since that time, repeated attempts to get the scanner working again failed. The interruption made me lose my desire for repeat attempts. My frustration kept me from trying again. I did listen to a Neat Webinar and regained my desire to at least give it a try once again. That try came today and I am glad that online technician patiently reviewed my old files and guided me toward complete satisfaction of doing away with trying to review files that were not available. I was able to make the decision to move forward with a fresh start. My fresh start has me feeling very confident that I can begin using my Neat system with the Cloud. I am now able to sign in and get my documents scanned, thanks to a courteous, knowledgeable and very professional technician!

Angelina was great. Had bad connection on my end but she was very patience. Helped me to download the new software and navigate it with ease. Thank you Angelina

Couldn t understand anything about downloading files but Lisa was the one that walked me through (made my day) GO LISAAAA!!!!

ALVI was a very professional technician. All of my concerns were addressed and dealt with to my satisfaction. 100% happy with our interaction today. Great tech!

May Ann G. was very personable, knowledgeable and helpful in resolving my problem.

As always I received wonderful customer service from the Neat Company. They accessed my system and completed and the needed updates. Thanks again for everything

My helper was Melvin and he did a great job! Thanks

Over a year, i purchased five neat scanners. Recently, i began having issues and i wanted to contact customer services. Low and behold, they do not pick up and no one is willing to help me. No parts. No contact. Nothing. I am now stuck with an expensive paper weight. Where is the customer service!

Again Alma has helped us with every aspect of the software. we are now able to scan using the scanner to the cloud direct. She also gave us a NEAT discount on subscription. Thanks Alma.

I have a legacy ND 1000 Scanner and the original desktop software CD. Having recently switched to a new notebook computer running Windows 10, the old scanner and software was useless until I could get some help with the install. An upgraded software version 5.7 was required. Neat offers no or limited support on their legacy desktop software. I'm happy that Rod of tech support helped me get everything working.

Great assistance in setting up Neat NC1000 Scanner. Also answered questions about 2.0. Sara was extremely knowledgeable!!!

I had used Neat for years at work and then bought a home scanner. Suddenly with no notice Neat turned my scanners off, both at work and at home. Neither scanner works any more unless I subscribe to the Cloud service they offer.....What happened to the scanner I bought three months ago? Is it legal to sell a scanner and then make it non functional a few months later? I guess it must be?! Is it ethical? No way! I have gone from the biggest supporter Neat had, to incredibly disappointed. I would not resell my scanners to anyone wanting to subscribe to their cloud service based on principle alone. I have reinvested into Futijisu Scansnap which is a superior scanner and software. They have the most amazing customer service. I have had to call about three times so far to trouble shoot and learn a new system. I have had less than a minute wait time each time so far, and then had my questions answered by incredibly nice people on their end. To be honest the software is different than Neat in that it does more, which also increases the learning curve, but if willing to give it a try I am finding it far superior and worth learning. Having support answer the phone quickly every time helps immensely. Moving my work data base of 5 years from Neat to Scansnap is time consuming and I am not yet finished after a month, but I would do it again because there is no way I would continue with such a unethical company as Neat.

In a matter of minutes, Marilou from Neat had me back up and running. Thanks for the expert and kind customer service!

MERILOU WAS ABLE TO HELP ME RESET MY PASSWORD. SO I AM ON NEAT THANK YOU MERILOU

I worked with Lorren A. for two days. She worked very hard to get my Neat updated. My computer was very slow so it took along time to get it working. She deserves more than five stars.

My NeatDesk scanner model I just bought [ND-1000] wasn t being detected on w. my MacBook running High Sierra.

I called their customer support, & was assisted by Butch. After he confirmed I did all the things I could do on my end, I gave him remote access to my computer using Zoho, & watched as he installed the appropriate driver [or whatever it s called] on. The scanner was detected & it worked! He also calibrated the contrast to show up to my satisfaction because the blank parts of my paper were scanning as gray instead of white. He also noticed I was on a [more expensive] business plan instead of the personal [cheaper] & suggested I switch my subscription because I m only scanning for personal use. Butch was very professional, polite, & efficient! I appreciate his attention to detail. I am extremely satisfied with the level of customer service I received, & highly recommend their products/services because of this experience =)

I am only giving Neat 1 star because there is no way to give a big fat 0.
Software was mediocre at best from the start, scanner died after a couple of years.
Stopped using product about 10 years ago, surprise I fond out now they have been charging me for a subscription for the software which has long been removed, 2computers ago, not to mention dead scanner.
Call customer to find out what this is all about, must have sales people answering the customet service lines. All she did was try to placate me tellong me how wonderful the software was and I should try it on my phone...... or how about tech support.
Told he many many tims in no uncertain terms I no longer had the scanner or software and just wanted to cancel everything.
$84.99 yearly for this junk. Look at other software and hardware.
By the way they do not send out notices of pending renewals or the cost.
Consumers beware!

Reginald was competent, courteous and extremely helpful. He is an expert that had me feel completely supported. Thanks Reginald!

Melvin worked his rear off to try and fix my problem. It was the data on my old p/c wasn't totally transferred to my new p/c. After I fix this he told me how to contact him at work and he will help me. Now that is going up and beyond with service. Thanks!!

After years of mistrials with this program with Angelina E help, I'm on my way. She gave me slow and precise help to understand and to implement. Thank you, Angelina E

Dolly was amazing. Very fast and efficient. If there were 6 stars that's what I would rate her. I hope I get her next time I call. Also, management. Give her a pay increase..

Our Company always have a great experience with Neat Support. They are always friendly and very helpful. My problems was taken care of in less than 15 minutes. Thanks Neat!!!!

The representative that assisted me was every knowledgeable and helpful. Had my problem solved in no time. Thanks

Enjoyed the services and products are fantastic for a business and personal use. Unforutanly it is an expense I did not need currently and I canceled the account in the future if I require a service as Neat I sure will come back.

I have been having problems with Neat crashing for months and always was told to uninstall and reinstall the program in the generic emails. Finally, they told me to schedule a remote session. They were able to clean up the system from the 30+ GB of useless information and delete several old drivers that we still had on the system from previous versions and installations. That really helped our system and I am grateful!

Just want to thank Rod B. in Technical Support for his awesome help with a legacy product problem!

Super simple. I called and they fixed my problem with in minutes. Neat is a neat company to work with to accomplish a neat work file in a not so neat world.

I was frustrated. He was friendly and funny and handled everything. Got me connected and back working! Give him a bonus!

Amazing support by Dolly, far exceeded my expectations

Cyrus A. fixed my issue asap and was a pleasure to work with, thanks Cyrus

Great job, answered all my questions and gave me some great tips for usage!!!

Ronn was superb ! He zipped right in and got everything to working and got me to a better plan than I was already on. Great Job !

Over the years I have spent over $1000 in purchasing several high end scanners. They stopped selling scanners and went to a cloud based system for all their data. I was a monthly customer paying for Neat Verify. Then all the sudden my Neat cloud account was turned off. It said I now have to subscribe. Previous to this a Neat cloud account came free because I purchased the scanner. Now they changed the terms. They didn't warn me, but just shut off my account. However, they DID NOT stop billing my account for Neat Verify. One would think, if they are going to turn off your account, that they would stop billing monthly service fees. Now all my documents are in the cloud, and my Neat scanner is pretty much worthless because everything is cloud based with the software. Really sucks that I lost all my scanned cloud based documents without notice, all the way back to 2008. Customer Service was not helpful.

May Ann G. was amazing. She was polite, courteous, knowledgeable and fast. May Anne G. talked about the product and explain all details of the platform with ease, and clarity. If I had an open possition at my company I would steal her away.

Melvin T was my support tech. and he was superb! Helped me for over 1 hr. on the phone. Gave 110%. was super patient.

Neat has taken a pretty good product and totally screwed it up. The cloud based system is exasperating to use and is more laborious to use than ever.
I now takes many more steps and much more time to use the system.
As a long time advocate of the system, I would be very hard pressed to recommend it to anyone.

They had a lot of work to do but handled it flawlessly.

The technician was very thorough and helpful and we covered all aspect of the software that I require. Unfortunatel. my scanners don't work directly with the desktop software but there are work arounds.

Just bought NEAT and one of their sales Reps signed me up for a subscription based NEAT Cloud system. Now I cannot use my scanner which is close to 400 dollars and probably lost many hours of work. The subscription based system ($299) comes with unlimited Phone, email and chat support, but guess what you cannot contact them. They will not answer your emails and after you subscribe there is welcome email that says you will receive three emails following this email and it never came for 7 days!!! The travesty is that after several hours of calling the support person who did come to my assistance said oh the last person just forgot to send you an email and I will send it to you. But of course - you guessed it it never came. They say their office is open from 9-6 pm well as I write this review it is 9:33 am and still after 6 calls to them they say the office is closed. I am so disappointed and I cannot recommend this Company. I would not even give it one star at this point.

This company is a joke! I stopped using them a couple of years ago. They automatically charged my credit card. Upon realizing they were charging without my knowledge, I tried to get a refund since I haven t used their services and they will not issue a refund. Then after multiple attempts of trying to reach someone, I finally did and they were in the Philippines. Not a company that can be trusted.

RESPONSE: It s amazing that in a public forum you told me more than what I was told on the phone and in an email review. When was the last time I stored anything? 2 years ago, maybe 3? I haven t used the service and the machine has been gone. You guys charged an old AMEX number that was on file. I did call within 30days but for some reason every time you go through the prompts to billing you experience higher call volumes than usual. Then clicked off! This went on for a while. It wasn t until I went through AMEX and disputed that I got a number that worked. The company still is slimy and all need to be aware of your hidden ways of doing business. I m on to searching for other forums to tell them of my experience. You need the $130 that bad then I will get my $130 worth of reviews on my experience with the company! For me it s not the money, just the principle on the sneakiness of the company and auto charging!!

I called into the Neat Co. to get support and had the best experience with my support technician, Ritz. He was very patient and kind working with me on my software issue which took almost 3 hours to work through. I would highly recommend the Neat Company and my support technician, Ritz, for being very knowledgeable and professional. Case# 00197994

It took a while to get my legacy files uploaded to the Neat Cloud but my Neat technician, Dolly was upbeat and persistent in dealing with the many challenges that faced us. In the end Dolly's technical skills and knowledge won the day. I could not have asked for a better technician like Dolly to get me through this process. She is superb and a real asset to the Neat company.

I am not a techie by any stretch of the imagination, so the gentleman who helped me, Arnold, was very knowledgable and patient in helping me get reacquainted with Neat and thru an upgrade to my software. Back in the saddle again and using Neat.

Neat is phenomenal software, the service is excellent special thanks to Joshua Matthew Lim who went above and beyond working with me to uncover the issue I was having Syncing my Legacy desktop software to my online account. His patient courteous service was more refreshing even than his demonstrated expertise. Thank you so much Josh for saving the day (and my database)!

Danie was Awesome she really took a lot of time she never gave up she made sure that my system was got off the phone...Danie thanks for your Excellent Customer Service...and for not giving up on me. Danie knows her job well and makes you feel like there's no worries... This Rep ROCK!!! Again THANK YOU....

Respectfully,

Daphne Smith
SmithButter

Jolyn was one of the best tech and supportive people I ve ever had the pleasure of working with. She made sure that everything was migrated properly stayed on even when I had to leave and really went above and beyond. I have been a user of Neat Receipts since 2005 and still think they are a really fabulous company.

My scanner would not import documents to the Neat cloud. Angelina E was patient and resolved my issue with confidence and politeness. She made sure I did not have other unresolved issues before our communication ended. Thanks Angelina E.

I am a long time Neat user and my recent experience with customer service has been absolutely awful. I received an email that my account was cancelled. When I called, I was advised the account was cancelled because I had not paid for my subscription. My credit card has been on file for years. I verified my credit card was on file with the customer service rep. When I asked why my subscription was not renewed with my card, I was told I had not made a payment???? No matter how i asked the question, the answer was the same.
I had to renew my subscription to gain access to my account. When I was able to to check my personal records, my credit card reflects a two-year subscription paid in January 2017. So why was my account cancelled. In addition, there is no record of my payment history in my neat account.
The customer support cannot answer questions that are not on their script. I am tired of being read the same questions and answers which don't address the issue.
There has been no response to my email or USPS mail requesting my account issue be addressed. I called again today and I am more frustrated than ever. The customer service rep asked me numerous times to repeat my phone number and email. It took forever to verify my account. I asked to be transferred to a supervisor only to be put on hold and then I was advised to call back in an hour so they could transfer me to billing.

I'm not a fan of the current software version. It's cumbersome & time consuming, and incredibly slow. When I recently opened the program, all my receipt scans, some six hundred plus, were gone. I contacted tech support through the program and was served by tech Victor V. He was competent and helpful. He corrected the problem and restore all my files. I will be grateful in remembering this transaction every time I curse the program in the future.

Alvi in technical support was very helpful getting my neat program back in operation he is very knowledgeable and I appreciate his help. I have used the neat program for approximately 7 years be hard put not to have it. I still use Legacy and I'm not sure I like the new program they have come out with I really think they should support the stand alone. Technical support is great but sales and getting you started a new system is non-existent at least for me it was

One on one session very helpful, discussed mobile, cloud and transition from old to new. Thank you Neat

I have used a neat scanner for a number of years, and a while back had to change email. this caused me to lose a number of documents at least a couple years worth. I contacted NEAT and got the email issues fixed, then to my surprise NEAT was able to retrieve my old files from my old email account. This process took a lot of time and at least 4 remote sessions over a few days (due to my schedule not NEAT) I had the same Customer Care Tech (Josef S.) for each remote session. and I am happy to report all my files were recovered, my software was updated and I am back up and running 100%. Josef was very patient with me throughout this process. I hope I don't need customer support again, but if I do, I know who I will be asking for.

Meryl knows her stuff. She's well trained. She exhibits considerable patience. At moments, she's difficult to understand because of her accent. She's not offended when asked to repeat herself. She slows down her speak and enunciates appropriately. She exhibits reassuring self-confidence.

DO NOT BUY THEIR PRODUCT. WORSE COMPANY EVER!!! I have had my scanner for years. I OWN it they got into my computer and ENDED the LIFE of my program. A program that I paid for and is now MINE. I did not allow anyone to modify MY program and now it does not work. That would be like Toyota sending a message to my car to stop working just because they made it. Even though it is paid off. I have been attempting to call Neat at all the numbers I can find. I went on the website and created an account and opened a case. DO NOT!!!!!!!! SPEND YOUR MONEY ON THIS COMPANY, THEY MODIFY THINGS THAT NO LONGER BELONG TO THEM, AND HIDE SO AS TO NOT PROVIDE YOU WITH ANY PLACE TO GO GET HELP, OR EXPLINATIONS.

Alma helped me migrate from old Neat 5.7 desktop database to NeatCloud online database. Turns out I had a number of corrupted items in the old database that would not upload. She spent a total of 7 hours over 3 days on remote session locating all the corrupt items, exporting them as pdf files so they could be retained, and then uploading them to NeatCloud. Largely a manual, painstaking process. I mostly just sat and watched while she did all the work. I have never seen any other product s customer support staff devote that much time to a single customer. Neat really takes care of you!

I had the best experience with the neat tech fixing my set up problems. Leslie M. a Neat tech went above and beyond to make sure everything was working and solved every problem with my Quickbooks software integrating with the Neat software. I would recommend this company because they have the people to back up their product. Great Great Great!

Cyrus helped me resolve my problem and he did a great job. He was professional and knowledgeable. He continued to ask if I had any questions. When I did, he answered them. He was patient and had a great attitude. You can see that Customer Service was his strong point. My issue was resolved to my satisfaction and I m looking forward to coloring NEAT products.

Ken Robinson

Today's experience with Angelina E was very good, and SHE gets 5 stars! She was very helpful and knew what she was doing. However, I find your product to be inadequate and clumsy, especially when it comes to viewing my scanned documents. I greatly dislike your product.

Company doesn't even have an email on the support line. Bought their scanner, had troubles with it and they asked to handwrite them my question.

Excellent improvement on Neat products and features that make it easier to manage your documentation from personal to business life. Highly recommended for serious businessess and individuals who want to go paperless.

I have had Neat for many years and loved it up to now..I have purchased 3 units for myself and 2 children. I have a simple problem at this time and have been trying to contact them for a quick answer. They are the most difficult company that I have ever tried to deal with. They will not even answer any phone calls to direct me where to find my answer or help in any manner. At this point I would Advise people to find an alternative to their system as there is NO SUPPORT TO HELP!!!!!!!!! DON"T BUY UNTIL THEY HAVE A BETTER SUPPORT SYSTEM....

I use Neat on a daily basis to store the tons of documents I need for my business and home. It is easy and I love the reporting features for my taxes at the end of the year. It does have some limitations and sometimes some issues which have always been solved by their customer service.

Christian G. - very patient and walked me through the roadblock issues I was facing. System is now working!

The single best tech support experience I've ever had. They stuck with me until the problem was fixed. The were not going to quit until they got it right!

I spent a good 5 hours yesterday with NEAT support. My documents are not processing. At the end I was told it was corrected....UNFORTUNATELY it is not. Extremely dissatisfied!!!!!

Alma V. Neattech+17 was very helpful. She patiently answered all of my questions and worked diligently to fix my problems and understand the new process switching from my computer based program to the cloud based. I am VERY satisfied with both the Neat program and the knowledgeable tech support. Yeah Alma!!

The tech support by Angelina was outstanding. She solved my problems of sync'g with the Cloud and provided me valuable information to help me with using and maximizing Neat capabilities to digitally manage our files. Appreciate Angelina's courtesy and her extra effort in helping me understand answers to my questions. Thanks again. dave

Sarah was very helpful in getting the Neat application on my computer. For that I am very appreciative. I'm not happy to find out that Neat only supports their on line services utilizing their cloud system. I purchased the scanner and have been happy with scanning and keeping the files locally. I'm not interested in keeping my files on their cloud system however, that is the only way Neat seems to promote their scanners. If you are seeking a scanning system and keeping your files closer you may want to seek another alternative.

Thank you Sarah for your assistance and providing me with your companies objectives.

I had the privilege to talk to Ron who was a great help. We found, through remotely working on my two laptops that my old neat scanner was defective. However, he showed me that I could use the 4 in one HP printer and my android phone. The use of the phone was a great help. I am grateful to him for his professionalism and patience with me.