The Neat Company Review

Mark A went right to the heart of the matter and fixed my situation both professionally and quickly. Great tech support! Thx Mark A! Nick

Dolly helped me migrate my files from an old version of Neat to the new cloud based version. It was a lengthy process, but she never lost patience with me. She keep me informed of what she was doing, Very professional lady!

I had needed to wipe my hard drive and I was very frustrated with why Neat was not working on my nicely repaired computer. Reginald from tech support took my call after only a short hold time and got the correct software and drivers loaded onto my computer. I was in business! He was helpful and anticipated my next questions with more help. Thank you Neat!

I'm very disappointed with The Neat Company. They do have the best color scanner product ever made for general consumer use however they no longer support their last model made which is the NC-1000, for customers who do not subscribe to their paid cloud service.

My printer was not able to connect with my new Mac or PC. I downloaded and attempted to install the "provided drivers" from their website several times with no success in addition the printer kept indicating that it had the most updated firmware installed which was not true.

I contacted their support for assistance and was told that they would not help.

I decided to get a 30 day free trial subscription because I really did not want to lose the use of my $300 scanner.

I then contacted support and the rep did some trouble shooting with me and took me around in circles for 2.5 hours and still could not get the drivers to work. He kept saying " but you have the option of scanning to the cloud" which I did not want to do at all times. The printer also can no longer connect with Google or Evernote, which are all features that were available before.

I finally got upset and told him that I felt that I was being ripped off and that if Neat no longer wanted to offer any other option besides the cloud, they should let me know so that I can publish the information on the blogs and the forums so that no one else wastes their time trying.

He offered to call me back the next day to continue troubleshooting as it was the end of his shift. I told him that he is to call me tomorrow with a solution and drivers that will work.

We checked the firmware version on the actual printer and there was indeed an update even though the printer would perform a check and advise that the firmware was up to date. I asked the rep how do I get the update. He said that he would have to take control of my computer and install it so that I could then transfer it to the printer.

Therefore, anyone who DOES NOT have a subscription would never be able to get this firmware that is clearly necessary to make the printer work.

This is so dishonest and a total sham. After the firmware installation, we re-installed the drivers on both my PC and MAC and mysteriously everything worked.

This is absolutely awful to force people who bought your product, under the premise and promise that they could scan directly to their computers, to pay for a 150+ subscription.

The Neat Company gets 1 star for their unsavoury business practices and customer treatment.

Sarah was very professional and took me step by to learn the new Neat Software

Thank you Butch G for your work with the conversion of my 10 years of data to the cloud platform. I appreciate your thoroughness and thoughtfulness in the accomplishment of this task. Kudos!

Software corrupted the support file. 30 minutes for tech to successfully resolve the issue.

Needed to migrate my account -which is very labor-intensive on Neat's tech-support side -and the company (and Jolyn, in particular) did an amazing job getting me transferred. Very good, thorough work, Jolyn; happy customer here!! ;)

This software is the worst, including the phone app. It is not intuitive, not user friendly, it jams up constantly. The web site (new and old version) lacks the ability to manage your expense categories and vendors. You should be able to add or delete from these data bases at your discretion. You should be able to set defaults on all of your vendors. For instance it I go to Starbucks and want to classify it as a meal category, I should be able to program that in so whenever I select Starbucks as expense vendor it automatically applies it to meals. This software needs major updates! I tried to call tech support and was sent overseas to somebody that had no idea what I was talking about.

Dolly was great, even when my 10 years of files that needed to sync to new cloud software, she knew what to click etc, took 4 days as it crashed overnight syncing, she knew exactly what to fix, amazing, give her a raise. She deserves it because of her you have customers

Boogie was very patient and very helpful. He clearly explained what I needed to do to fix my scanner and proceeded to take matter into his own hands after realizing the issue was a bit more complicated for me to do. He explained exactly what he as doing and made me feel comfortable in letting him take over my computer screen. Thank you again Boogie!

After having problems with the scanning of my receipts on scanner and finding out that my neat version was no longer up to date. The Tech worked with me to get everything moved to the cloud. This did take quite awhile to accomplish. Thanks to the tech who showed exceptional knowledge on what and how to get my computer and neat program up to date. This has helped us greatly. This is the type of individual that is a pleasure to work with. When you know that someone is really trying to help you with your problem and talks to you and not over your head so that you can understand what is happening. When the results of the work that is done come out with the results that the customer is happy with the product and it works so that they are able use the product and feel at ease with the product. Again THANKS FOR THE HELP THAT I RECEIVED AND GETTING THE PROGRAM WORKING AGAIN.

May Ann G was so friendly and Is the only one I want to deal with at your company! She Actually listened to me and my problems and when I ask a request of her she preformed in that excellent manner. She should be promoted to Cust Service Mgr. she is that good at her job. and that is dealing with me a very dissatisfied customer until she fixed all my problems and set me to happy place again with Neat!!

Horrible customer service, I was looking into purchasing from this vendor, and could not even get a person on the phone to answer basic sales questions.

You guys need , to learn the steps on the road to the sale.

And quit thinking that the sheple will bow to you.

Off to Wave.

BTW 32% 1 star on Amazon, should tell you something.

Butch did a great job in expediting the solution to my problem.

Wow I m blown away by the professional dedication shown to me during my recent transfer from desktop to cloud Neat Files. Leslie was with me through Weeks of file transfers. She was committed to insuring all files were transferred successfully and, due to this commitment was able to correct and fix issues quickly. Super pleased with the service I received.

Joseph was very professional and solve all my issues with the software

This was D Delightful. I was so unhappy with this whole NEAT thing was not so NEAT now I am in LOVE and thing are very NEAT and I am delighted with the love I have for NEAT. Ronn is the BEST and a DELIGHT!!!

Angelina was very knowledgeable and skilled at helping me learn what I needed to accomplish my task with Neat. I was very impressed with her help!

I received a scanner as a gift and when connecting it, it did not work. I called neat and spoke with May Ann G. And she was the best at helping me. Not only did she get my scanner to work she made my day! This neat scanner system is legit and def recommend it to everyone!!

THE TECH I HAD WAS NAME ALVI HE SPEND ALMOST FIVE HOURS ON MY COMPUTER GETTING MY NEAT FILES BACK INTO NEAT.I WAS SO GLAD HE DID BECAUSE I NEVER COULD HAVE DONE THE GREAT JOB HE DID GETTING MY FILES BACK.SO ALVI I JUST WHAT TO THANK YOU FOR THE GREAT TECH SUPPORT YOU GAVE ME.I WOULD PASS ON THE GREAT SERVICE TO ALL MY FRIENDS AND FAMILY.YOU DESERVE 10 STARS FOR WHAT YOU DID FOR ME.YOU WENT BEYOND YOUR TECH SUPPORT FOR ME AND THANK YOU AGAIN

Takes 30-60 minutes to get a support agent and they only support Premium plans. Reginald in Customer Service resolved my issue quickly. Neat needs to hire more CS agents if they are going to continue to offer Paid Only support on basic plans.

I had to migrate from the Desktop version to the cloud due to a PC issue and the fact that Neat no longer supports the Desktop version. (If this were a review of that decision by Neat this review would get ZERO stars). It was initially difficult to get to a Tech Support person, and there was a ton of up-sell pressure initially - before getting agreement to help me migrate my files. The migration process took a long time (15 hours) for what I consider a modest number of files (about 2000). You have to keep checking back to see if the Tech has asked you for any information (usually to login to the app or similar). Once we got going, it wasn't that bad - again just a long time and not a very transparent process (what the tech was doing) I am also sure my Tech was working on at least a dozen other things at the same time... there were VERY long spans of time between questions and responses. I summary - good outcome (I am in the cloud), but also a long/slow process. My Tech was Leslie and she did do a good job ensuring, at the end, I was satisfied with the outcome and had documentation to understand the new Cloud Version. - TJC

Christian provided excellent assistance. Thank you so very much Christian! You made the whole NEAT experience worth my while. Your guidance, assistance and help was outstanding. I have been a NEAT customer for several years and with customer service like this I guess I always will be a NEAT fan.

Thoroughly loved the product was/is a necessity for my church, scanning receipts. However, September 2018 Apple released the new Mojave software. NEAT's software was NOT compatible with the update. I read about a patch Neat was working on to solve this issue. 3 months later in 2019 Neat released the Scan Utility (the patch for Apple users to use with the new Mojave update) and STILL DID NOT WORK! So I figured Neat would take initiative to update their product again so that the MILLIONS of Mac users would be able to use their software. But no, 7 months go by until Neat finally updates their product for Mac users. YET, our church still got billed for the 7 months of NEAT's FAILURE to update their product! Oh wait, I guess it's okay, because they offered us a 1 month credit.. I called customer support numerous occasions (mind you they hide that number feverishly) and spoke to 3 different people. 1 hung up on me, another never called me back, and the last told me because there was no record of me calling them about their product being down I am only rewarded a 1 month credit on my account. 7 months of inactivity because of their lack yet they still take our money. HORRIBLE!!!!!!

Mark was extremely helpful and courteous.
My technical issue was resolved quickly and effectively.

Mark A was very helpful with my support problem. I had scanned 146 files without realizing a large file had failed to process. That large file blocked all the ones scanned after it. He had to manually export the files stuck in the queue into folders and then import them back into Neat for me. A word to the wise is not to scan a document over 30 pages (15 2 sided) as it may not process correctly and can clog up the pipeline so to speak.
I've been using Neat for many years even before they switched to a cloud based platform and I've been very pleased

Ceasar was terrific - had unbelievable patience and knowledge. We worked thru several issues and I am sure I must have driven him crazy with my stupid questions but he never showed even a hint of disgust - unlike my boys who are computer techs. Super support - y'all keep doing what your doing

Thanks for help me sync my dates. I really need my dates in the Cloud. Leslie was very competent and helpfull and very patient for help me. I live in Brazil and use Neat since 2013. Leslie teach me to use correctly the scanner and the Neat Cloud. Tank you Leslie.

I just had an over 3 hr session during which the technician whose name I do not know did an amazing job sorting out my problem to perfection. This was customer support at its very best. I am quite computer savvy but this technician did a remote into my Mac which had Windows running as well and sorted out the problem. Saved the day. Thank you Neat and to the technician. I VOTE SHE GETS A BIG RAISE~

Tia, was very helpful in getting my neat desk scanner up and running. I very much appreciated the kind support of the neat staff.

I had occasion to call Neat for some technical support and I was connected with representative named Paul. Needless to say this man is a complete credit to your company. He assessed my problem and found a fix for it in record time. He also helped me with other Neat software problems I had experienced recently. This man deserves some kind of accolades or recognition from from his management! Great Job Paul!

Cyrus worked hard and diligently thru a severe cold to help me resolve my issue, although not completely resolved, we are going to catch up another day to fix altogether as I had to leave for work, great job Cyrus!

I was getting very frustrated with Neat.... I was a legacy customer, not using their cloud, and the software was becoming quirky. Then they forced me to go to the cloud - but they did offer a discounted price. Well I frustrated myself trying to import my existing library into the cloud, when they emailed me offering a support agent to handle the import. The agent called me as scheduled, and took control of my computer, and for almost 4 hours, they imported my data into the cloud platform perfectly. I was very surprised at the level of support. Thanks so much for the help.

Alexa was very supportive! She was very knowledgeable and friendly.

Very helpful, went above and beyond what i was expecting for support. I also received a training on how to utilize the software.

Feel really good about using the Neat software. The one on one training sessions are very helpful and my instructor, Angelina, made it easy to understand. Look forward to learning more about how Neat works for my business.

WARNING: 5 stars for their ability to swindle their customers. Since i know you all will, like me, click on the agree to terms button without actually reading the terms please heed my warning. After the 30 day "free trial" your account will be automatically converted into a yearly plan. if you don't cancel before the trial ends they will email and call you and harass you for the debt.

Awesome customer service. Resolved my problem quickly and efficiently.

Worst customer service experience ever! Representative actually told me he was putting me on hold so he could take other calls during a scheduled appointment. This is after they scheduled 5 other appointments and didn't call. Representative couldn't figure out how to fix the issue, told me he was sorry that was all he could do. Would not allow me to talk to anyone else. Then sent me a link to a video demonstrating what he and I already tried.

Daine was very professional and courteous. She was very patient with a person such as myself who is not very computer savvy. I would clearly recommend her to join any computer help team. Again thanks Daine for all your support. Stay healthy, safe and sane.

The WORST automated telephone loop ever. You cannot reach a human being to even buy this product. I tend to believe the other comment that it is run out of a basement. I just want to know why I keep getting a message that I have no software installed when it works the way I need it to. Yes, I do not have one of their "plans" which I do not want or need for my purposes. All telephone numbers are useless and you must listen to the complete instruction before entering a reply, truly an old system or programmed by individuals without business experience. For a company that has been around for years, seems that they are only interested in making more money rather than improving their products.

I had a few issues getting neat started but their support team was fantastic. They helped me with my issue in a matter of minutes and helped me test it to make sure it worked. I use it for all expense tracking and managing invoices for my suppliers. Love the mobile receipt scanner. and they have a ton of training videos on their site now which is awesome

Support was awesome!!!! Was trying to install it with an old scanner and had difficulty. Support understood the issues and was able to get it working. Neat is the #1 software for paper and digital receipts!!!

Very patient, smart and able to resolve my issues. the agent name is TIA.

Excellent . I have used the old system for years and have recently upgraded to the cloud system. Support has been understanding and responsive.

Christian helped me setup my Neat Online and Driver. Now I feel I can proceed safely and make a better future for my household bookkeeping.

The NEAT company runs an extremely neat scam. Sometimes their scanner works. Their software seldom-to-never works. The same for their customer service. However their ability to dig into people's pockets ALWAYS works (very well)!
Stay away from these folks at all costs, that will be far less frustrating.

Cyrus was very good at explaining on steps involved

I would not even give this company 1 star if I could click on zero stars. bought a scanner from these guys about a year ago. Computer updated to windows 10 and now program will not work. Says the software is no longer supported. The company is trying to make more money off you for using there cloud system. DON'T BUY ANY PRODUCT FROM THIS COMPANY. You will use it for a little while and then it will be outdated and they will want more money from you.

UNTIL TODAY , I would agree with most of the "negative" reviews. However, I believe the current management is trying very hard to turn that around.
I have been using the scanner since 2012 !
I also have been having an ongoing technical problem with syncing -- and being technolgically challenged myself, do not understand all the technical jargon with the move to the cloud based program etc.
I do know that after my conversation today with the current President of the company and getting an explanation as to why things have been so negative, i concluded that most of the negative stuff simply seems to come about whenever a company with a fantastic product has just been growing way too fast!
The product is amazing and they NOW seem to be putting forth quite an effort to improve their technical support and overall customer service.
If you have had a negative experience with them, I say you hang in there and give them another chance to earn and keep your business!!!

The Neat Customer Service is superb! They are very patient and guided me through all updates of drivers and softwares issues. I know little about software or technology.

I discovered that the reason Neat was not working was that my version was outdated. The Neat tech helped me update to the current version and verified that all my Neat files had migrated successfully. She was friendly, knowledgeable and efficient.

This post is to show appreciation and gratitude to Ms. Angelina, who helped me with the issues I had with the NEAT software.
Not knowing the scope of the troubleshooting, and the length of time to get the problem solved, brought some level of impatience and frustration for me. Angelina handled the situation with great professionalism, knowledge, and wonderful human sensibility. It was a long journey until she finally got the NEAT back to normal but, it was a great experience.
Thank you very much Angelina, you are the BEST!!
Thank to the other Customer Service members who I spoke to, and please forgive me if, at times, I showed my frustration and impatience. I know that I have a product which has a great Customer Service Department behind.
I tried the NEAT this morning and, besides getting use to the new look, it seems working fine.
Thank you again for everything.

MELVIN WAS EXTREMELY HELPFUL. HE DID MORE THAN ASKED. I GREATLY APPRECIATE IT.

Alvi was professional, helpful and skilled. He walked me through the entire download process of the software. He is patient, articulate and resourceful. Highly recommended.

I had given a 4 star because I thought my data transferred successfully from old version of Neat to new one. However, after over a week of working with tech, having to let my computer run without using it, the files migrated in random order. I have 7 years of dated, reviewed, documents that migrated out of order. Every time I call them, I am put on hold too long, passed thru people and still have not resolved. I hope that they will come thru for me to resolve this. Then, I will change my rating.

best experience i have ever had hooking up a new device tech +11 was awesome....

I was having a big problem with my desktop version of Neat and contacted online support. Jolyn came online with me and did a remote session which reinstalled and set me up again. Very quick and professional service. Very much appreciated

Cyrus remotely help me to set up my scanner to neat desk. This process was quick and was based on good customer services skills.

Case #00374153
Had a great experience working with Angelina and Neat to resolve an issue I was having getting an S1100 scanner working correctly with the Neat software program. Angelina did a great job working me thru the issues I was having and can report that everything is working great. She was a pleasure to work with and very knowledgeable. Thanks to her and Neat software!
Jeff Saltness

I've been stuck for days trying to figure out how to move, transfer and create new files using "Neat", Finally I decided use the internet and find a technical support number I could call and talk to a live person so I could explain my issue rather than trying to email or type using a "chat" option. Well my technical support person was :)Ramon:) and he was the most pleasant customer service rep I've ever had the pleasure of helping me with my problem, he went above and beyond what I would've expected from a customer service tech support person. He is an excellent and most helpful employee you have dealing with customers. Thank you sincerely yours Lisa Murillo (Ted Dillon)

Thank you Tia, great customer service!! Highly appreciate your service.

The customer service I received was great! Mark V. really took the time to solve the issues I had navigating through the program. There are some aspects of the software that really need improvement, so I hope they continue to work on it!

My interaction with Tia was excellent. She helped me correct the problems and helped to get me up and running again.

It was very good experience having a help support from Ronn the Neat Tech; she was answered any questions with knowledge an solving problems. Thank you so much Roon.

I decided to migrate from the legacy software to the cloud based application and the customer service tech: Mary Ann G made it easy. I am now able to access my documents on my desktop and the cloud. Mary Ann also followed up to ensure that it was working properly. Thanks again.

Ian was so professional. When I agreed to remote access to my computer, he worked diligently to get my scanner connected to Neat. He is s true asset to your tech support staff.

After spending 2 hours with customer service yesterday, I am having the same problems today as yesterday. The new program no longer puts the information in the form. I have to type in each tidbit of information for each receipt. It would be easier to use my own spread sheet at this point. I have used Neat for 12 years without any problems and have been very pleased with the program until this year with the new upgrade.

I called customer service again today without any improvement. I do not have a problem with customer service at all. They were both very friendly and knowledgeable.

I am not at all happy with the new upgrades to the program. It is taking me at least 10X as long for each receipt compared to before. I will be actively looking for a program to replace Neat after 12 years of being highly satisfied with it's performance.

Mr.Joseph S was friendly , professional and efficient I thank him for his patience with me.

I love the app but am frustrated by its increased complexity.

Lance did a great job, thanks for his expertise and patience

I called tech support to help with connection to quick books desk top and was connected very quickly. The tech logged into my screen and set up everything for me. Excellent ! Thanks Melvin for you great service.

Lance did a wonderful job helping me installing Neat update. He returned my call as he promised. He is a pleasure to work with.

The Tech Advisor, Mark, was very knowledgeable and professional. Assisted me in my Neat software problem. Very patient with me and spoke with clarity. Understood right away my problem and promptly resolve the issue. Well done Mark!!

I worked with Rizza on technical support. It was a bit of a complicated matter, but not for her. She was amazing! She was patient, professional and was determined to get it all solved before we ended our session. Thank you so much Rizza for exceptional support! Made me very glad I'd signed up for my Neat account.

Alexa was fantastic. She worked around my schedule to assist in moving my files over, which was a lot, along with getting me up and running again. She returns calls promptly and knows the Neat program inside and out. It would be great if all customer service representatives in various companies would be an pleasant and helpful as she was. Thank you for the excellent service.

Oh my God 8 years of work lost, i panicked
But called NEAT at the 888 number and Reginald walked me through each step and explained everything on the way. He had such patience and i cant say how happy i was to retrieve ALL my lost information.
A BIG THANKS REGINALD!

I m a home user and as complete as the Neat system is it is really beyond my simple needs. I just want to keep paper off my desk. Used the basic program for a year and it was all that and a bag of chips but really more than I used so I let my subscription lapse. When I had an issue retrieving my past data I contacted customer support and a nice young lady Lorren A. Got me back up and running in less than 5 mins. I m sorry Neat is so much neater than me but it s a little too complete for my simple needs. Thank you Lorren.

Ritz was extremely helpful and knowledgeable!!! Wouldn t have wanted to do the transfer process by myself!! Thank you very much Ritz at Neat!!

Minor problem with document stuck in queue; Alvi handled straight away. Professional and helpful.

I'M VERY PLEASED WITH THE SERVICE THAT CYRUS (TECH) HAD WITH ME . WE HAD A VERY TRICKY TIME HIM FIGURING OUT WHAT WAS WRONG WITH MY SCANNER TO UPLOAD DROPBOX.. HE WAS EXTREMELY PATIENT, KIND AND VERY TRUSTWORTHY. I WAS ABLE TO SCAN DOCUMENTS EASILY THRU DROPBOX THANKS TO ALL HIS EFFORT.

He was very helpful in installing the blue neat software.

Ronn helped me efficiently and solved the problem.. Thank you!

The Neat agent, Clair, was very professional, courteous, and patient. She resolved my issue in a short time. She was terrific!!

When going from the legacy software to the cloud, the technicians at Neat were very helpful. Both Lauren and Melvin were awesome and assisted me along the way to make the change seamless. Not being to computer savvy, they took over and it was delightful. Would recommend Neat to anyone with a business who needs to keep track of receipts, documents and recipes. Melvin from Neat Tech Support....You Rock!! Thank you soooo much!!!

Christian really helped me out. It was simple and he had patience with my silly questions.

I cannot say enough wonderful things about this Company and its customer loyalty, but maybe I just lucked out getting DOLLY as my technical support person? I have used NEAT for years to wean myself off of paper and the only way I could part with even dated receipts was to scan and upload all there was in my files. Well, they stopped supporting the software I had used since 2013 and I finally realized they went to a fee based system, which I gladly paid but was beside myself with worry since I could not access my old LIBRARY that had by now acquired over 10,000 files in dozens of folders. When I contacted technical support, DOLLY worked on my computer over a two day period to even open my old LIBRARY by restoring old software. Believe me it took hours and two days to finally work. Then she manually moved and by manually I must say carefully moved the contents of each folder into a mirror folder in the new system. It is now 12 hours into our work together on this second day. I cannot express how pleased I am with this kind of support. Who could imagine!!!! and now, that all my receipts are in the cloud, I dont have to worry about saving them into the future! Thank you DOLLY and NEAT.

Claire was very helpful. It takes too long to get to a representative, and my call back had no one on the other end of the phone initially, but the rep who helped me was excellent.

Ronn was very helpful with getting my data migration started.