Reviews 4.4
2,285 total
Bruce Sarazin
1 reviews US
May Loose Your Data
I used a Neat scanner and software for personal finances for years than they abruptly dropped product support for individuals in favor of their small business product line. Don't trust them with valuabke data, you may not be able to access it when you need it in the future. ilt's all proprietary and when they drop support for your product or raise prices above your current ability to pay, so sorry for you.
Date of experience: March 29, 2023
Hey Bruce, I'm sorry for any trouble. It appears you're referring to the old retired Neat Legacy software that came for free with a purchased Neat scanner. Neat has not suddenly stopped supporting that software. That version of the software was retired over 8 years ago and has not received updates or enhancements since then. We've sent out dozens of communications about this, made a formal announcement to the market about this, and have had details about the retirement of this software version on our support site for 8 years. https://support.neat.com/retired/neat-to-end-support-of-legacy-desktop-software Since the retirement of the Neat Legacy software, our message is and has always been, that any customer who still has the Legacy software can continue to use it as is, however, it is at your own risk as we do not provide any support for these versions. We have encouraged Legacy users for years to move their data out of these old versions because inevitably newer operating systems would eventually render these versions obsolete. By choosing to continue to use the Neat Legacy software you take full responsibility for your data and take on the risk of losing that data. I wasn't able to pull up any account data or case history for you, however, if you still have access to an old Legacy backup or database files then we can provide a one-time courtesy support session where an agent can attempt to assist you to recover that data from one of these old versions. We can't guarantee that we will be able to recover anything, but it's worth a shot. If the data can be restored, we would recommend that you move your data out of the Legacy Neat Software immediately to avoid future data loss. If this is something you would like to do, then please open a case here: https://support.neat.com/customerservice/contact-support-team Finally, while Neat has transitioned into focusing on our cloud application and tools for financial management for small businesses, you can continue to use your Neat scanner for FREE using the Neat Scan Utility. The utility allows you to scan directly to your computer hard drive and you can download the utility here: https://support.neat.com/downloads/neat-downloads
Sarah Miller
1 reviews US
Had it with Neat.com
I purchased a scanner and program about 8 years ago. Loved it. Easy to use software, very consumer friendly. I had a small business and it worked very well for me. And then...they made changes in their software and everything is cloud based. Awful. Have spent hours with their "experts" only to have them ultimately agree that the software is lacking. Have set phone appointments and never got calls. Chat never open. The rates doubled but the product diminished. I literally threw hard earned money out the window. A few customer service agents have been nice to deal with but have no power to improve the software. Lots of excuses...meanwhile they collected $264. Ultimately I was told the only way to get the expense report (simple request!) is to pull it together manually. Really. How inefficient. And what did I pay for then? If I cancel I lose access to all my past years data. Cannot export it...really crummy. I tried the last 2 years to be "useful" and "helpful." Now I am just mad.
Date of experience: February 15, 2023
Sarah, Thank you so much for your feedback. We appreciate you being a Neat customer since 2015. We recognize that you are a fan of our legacy Neat software and hardware products. There was no requirement to discontinue using our legacy Neat software and scanners. Some customers still use those retired Neat products with the understanding that the products are out of warranty and have received no updates. The main benefit of Neat Cloud is that it allows customers to access Neat from multiple computers or mobile devices, from any location, and not merely be confined to just one computer. We are sorry if you had difficulty connecting with us. Our chat is available 24/7, and our chat and phone live agents are available Mon-Friday 9 am-8 pm EST. We believe Neat is fairly and competitively priced. You have been able to remain on one of our low-cost monthly plans. We stopped offering monthly plans back in 2022. Looks like you were scheduled for phone appointments on February 14 and February 15. Our agents reached out to you multiple times by phone only to reach your voicemail. We also immediately followed up by email to make you aware of our phone attempts and to have you reschedule. It does appear that our Neat Expert worked with you remotely to assist with reports. We are sorry that our expense reports don't meet your exact needs as they only include receipt item types, but we can add a suggestion to expand the criteria to our ideas portal as a feature request. There is very little manual work required once items are stored in NeatFiles except creating and naming folders or re-categorizing your items as needed. For additional education on creating reports and managing files, please take advantage of our free one-on-one training sessions by scheduling an appointment here: https://calendly.com/neat-customer-success/1-1-training?month=2023-01 You can also export your data at any time by following the instructions here: https://support.neat.com/neatapp/export-items-from-neat Feel free to connect with our support team if you have any further concerns https://support.neat.com/customerservice/contact-support-team Thank You
Allender Julie Ann
1 reviews US
This company is a foreign company that rips you off.
I gave up on my data in 2015 after they canceled a wonderful program and moved to the cloud. I am a doctor and they are not HIPAA compliant. I spent the last 2 years with them getting zero help from their customer service before giving up. For awhile I could get into my data and then that stopped. I lost access to all of those years of data, about 10. I just recently received an email saying they were going to dump my old data. I had to pay $250 to download it, which turned out to be a lie. I did their 30 day trial making it clear I was going to get my data and get my money back in the trial. Cancelling the free 30 days as Val told me would be no problem came with a lot of jargon that would preclude I would NOT get my money back or my data. Another lie. I called billing and left my number for a call back. She just called back and hung up. I assume because I couldn't hear her and told her that; unless it was Val who hung up on me. She claimed to be the sales representative and customer service. She didn't have a clue how to download the data. As others have found they haven't changed and it is now 8 years since my data was deemed useless.
Date of experience: August 07, 2023
The Neat Company thanks you for leaving feedback. Thank you for taking our call today as we work with you to try to ensure you have all of your data and are provided with a refund as part of our 30-day money-back guarantee. Here is a helpful article that further explains what we mentioned during the call: https://support.neat.com/retired/neat-to-end-support-of-legacy-desktop-software
steve combe
1 reviews US
Did not correct the problem and gave no…
Did not correct the problem and gave no advice on how to fix it
Date of experience: September 19, 2023
Hi Steve, The Neat Company thanks you for your feedback. We are sorry to hear that you are having issues with your Neat Scanner. Looks like you worked via phone with a Neat Expert on September 19. At that time, it was suggested that you hardwire your scanner to your computer. Our understanding is that you successfully hardwired the scanner and were then able to successfully and continuously scan. We are happy to work with you again to troubleshoot but please understand that all Neat scanners are out of warranty as of July 2018. We can only provide limited assistance for scanners. If you would like to schedule another appointment with a Neat Expert, please check for support options in the 'Help & Support' section at the bottom left-hand corner of Neat when you sign in. Thank You
Rick
1 reviews US
It is good until you try to delete your…
It is good until you try to delete your account! It got worse when I was told to go call in. I was the #1 call in and I waited 15 mins. no body answered, so I hug up. NO your still BAD! USELESS!
Date of experience: September 01, 2022
Third Response: Rick, Your account has been deleted from Neat. Generating any new email communication to you from Neat would mean some element of your information being stored in our records (again). To avoid that, please consider this notice as confirmation of the account deletion. We appreciate you having been a Neat customer. Thank You! Second Response: Rick, we are sorry you had trouble contacting support. We checked our phone queue and had only received 5 phone calls earlier today so we aren't sure why you had to wait for 15 minutes. We also don't have any in-queue messaging that lets you know what number you are in the queue. We do thank you for providing us with your email address which allowed us to locate your account. Your account will be deleted within 48 business hours and we will provide an email confirmation. First Response: The Neat Company thanks you for leaving a review! Preserving your data, ensuring you have access to your data, and deleting your account and data when requested are top priorities at Neat. If you are not a Neat Mobile subscriber please contact our support team to assist you in this matter. We can be reached Monday-Friday 9 am-8 pm EST at 1-888-898-3253. If you do have a Neat Mobile subscription please follow the steps here to delete your account and data: https://support.neat.com/customerservice/delete-your-neat-account-data
customer
1 reviews US
I didn't get answers to the problem and…
I didn't get answers to the problem and it seems I have more missing file trouble now. I'm going to call and see if talking to a person I may be able to help you understand what the problem is.
Date of experience: July 05, 2022
The Neat Company thanks you for leaving a review! We are sorry for any inconvenience you may be experiencing. Looks like you had a remote session with our Neat Expert earlier today and the issue of files stuck processing was resolved. If that is not the case and you are still experiencing technical difficulties, please contact us directly by phone at 1-888-898-3253 Monday-Friday 9 am-8 pm EST or schedule an appointment with a Neat Expert for a callback here: https://calendly.com/neatcompany/one-on-one-training?month=2022-03
Captain Tom
1 reviews US
i HAVE BEEN A NEAT CUSTOMER SINCE 2015
i HAVE BEEN A NEAT CUSTOMER SINCE 2015. I TRIED TODAY WITH 2 OF YOUR FOLKS AND IT IS CLEAR YOUR PRODUCT WILL NO LONGER WORK FOR ME. YOUR OLD SYSTEM WAS GREAT. NOW IT SUCKS.....!!!! CAPTAIN TOM HANCHETT
Date of experience: June 08, 2022
Captain Tom, The Neat Company thanks you for leaving a review! Looks like our tech support agents performed a remote session, provided a password reset, and resolved your Neat Scan Utility issues yesterday. We are disheartened to know that you are still experiencing some technical issues. Unfortunately, there was no answer when we called you this morning to uncover what you are presently experiencing with Neat. We hope that you will schedule another appointment with a Neat Expert to address your concerns. Feel free to use this link to schedule an appointment at a time that is most convenient for you: https://calendly.com/neatcompany/one-on-one-training?month=2022-06 Thank You
Sameh Mounir
1 reviews US
It has been 2 years we have been having…
It has been 2 years we have been having difficulty logging in from the 1st time. it takes us sometimes up to 10 times to login. called customers service many times and they always blame it on our internet connection despite having a very reliable and very fast internet speed. for the past 3 weeks we are completely unable to login to access our documents. NO HELP FROM CUSTOMER SERVICE I contacted our IT department, they tried different browsers even different network outside our company yet still the same problem. Really bad and inexperienced customer service. Even trying to cancel service and retrieve our documents is unsuccessful. I hope this review reaches a senior customer service or a supervisor who can help otherwise we will take a different course of action as Neat have possession of our confidential documents and we don't
Date of experience: April 22, 2022
The Neat Company thanks you for leaving a review. We sincerely apologize for the inconvenience this technical issue has caused. We appreciate you taking our call today to obtain additional information. Your previous Neat case interactions have been reviewed and we will continue to research and troubleshoot this technical issue. You can expect continuous contact as we work through this. Thank You
customer
1 reviews US
Neat is a predatory company that does…
Neat is a predatory company that does not allow customers to cancel their service when no longer needed. They charged us for another year after we updated our credit card for a monthly subscription, then charged us for a year. Horrible company.
Date of experience: March 01, 2022
We thank you for submitting feedback! To assist, we would need to obtain the name and email address associated with your account. The Neat Company guarantees a full refund within 30 days of the initial transaction and we can take a look at your account to see what we can do to resolve the issue at hand. Please feel free to contact Neat by chat or phone so that we can address your situation. Or, use this Neat link to submit the needed information so that we can address your concern: https://support.neat.com/customerservice/contact-support-team. Thank you for submitting a review and we look forward to hearing back from you.
AllCity Technology
1 reviews US
No sales support whatsoever
No sales support whatsoever. No clear connection between past products and their current line. I have a client with an older version and can find no way to get information as to what they should do to migrate to a new computer system. Apparently they want me to buy something to get support but with no sales support, I can't even figure out what to buy. As an IT professional, everything about this company screams "Run Away!"
Date of experience: August 23, 2021
Thank you for submitting a review. It seems like your client is using our Legacy software which has retired and is no longer supported. If you require agent assistance for the migration process, a purchase of a subscription is necessary. If you need any additional information in regards to our older Neat products, please look here - https://support.neat.com/retired
Barry
1 reviews US
Check you subscription. This company has overcharged me 2 years…
This company has overcharged me 2 years running. My bad the first year. I didn't catch the charge almost 700 dollars for one year. I did not sign up for this kind of plan (personal use) and this year I caught the charge on the card for 750 dollars. I was paying 89 dollars a year for an annual plan up until last year. I frankly have been remiss in not keeping up with the Neat scanning of receipts and missed this charge. I went to the website for support and could not connect to a customer service chat (it looks like the link is dead) and the website site says sorry, no refunds.
Date of experience: August 09, 2021
Thank you Barry for submitting feedback. We would like to know some additional information in regards to your review. The Neat Company guarantees a full refund within 30 days of the initial transaction and we can take a look at your account to see what we can do to resolve the issue at hand. In order to assist, we will need the first and last name associated with your Neat account, your email address and the date and total amount of your last charge. Can you also provide the failed link that you attempted to access? You can also review this article with steps on how to connect with a support agent https://support.neat.com/customerservice/how-to-open-a-chat-with-a-support-agent . Thank you for submitting a review and we look forward to hearing back from you.
Randy
1 reviews US
DON'T USE SOFTWARE OR SCANNERS
DON'T USE SOFTWARE OR SCANNERS! Read reply I just got. For less than $300 I can get a Brother scanner with BR receipts program that can do the same thing and I can save to my Carbonite, Apple cloud, and Google drive and to my external harddrive. So I am exporting all to PDFs and buying a new receipt scanner! Bye Bye Felicia! Put them out of business! Could this company suck any more than it already does? Cannot wait til they try to go public. I will be right there trying to get people NOT to invest in this sham of a company. I bought my scanner in 2013 right at the beginning and paid top dollar. Then they subtly started changing how scans were stored on the computer. When purchased a new computer BINGO. Software does not work and now get this....you have to change to THIER CLOUD BASED FORMAT ONLY to save and reopen any of the scans, receipts, business cards, documents you have scanned over the last 13 years all for the mere some of $300 A YEAR! When NEAT tries to screw you do this. Just export everything to an IMAGE or PDF file and buy a BROTHER scanner and you can download all into the new scanner which gives you similar software for free and allows you to save all to a micro sd card, your computer or if you want any cloud you choose! If you want to become a cloud based business don't do it on the backs of the people who supported you at the beginning. $300 per year are you joking? Try using the Apple or Google model or sell the damn company who has already built an affordable cloud.
Date of experience: August 08, 2021
Hello Randy, Thanks for reaching out. It appears you are reaching out about the free Legacy Neat software that was discontinued in 2014. Since its retirement, the old Legacy software that came with your scanners has received no enhancements and is not supported. To clarify, Neat has been around offering cloud and service solutions since 2002. Unfortunately, the Legacy software, which was originally created in the late 2000s, is so old that it is no longer compatible with newer operating systems. This is due to limitations from Microsoft, not Neat. Microsoft has stopped supporting and discontinued key C++ files required for installing the old Legacy software. Therefore you will not be able to install the Legacy software on newer PCs with new OSs. Since the retirement of the Legacy software, we have let Legacy customers know that they can continue to use the Neat Legacy software at their own risk. We have also adamantly suggested that Neat Legacy users move their data out of Legacy versions of Neat to prevent any data loss. This is because Neat has not released any enhancements or updates to the Legacy software since its retirement and therefore newer operating systems and changes made by Microsoft and Apple may render this software inoperable. See more here: https://support.neat.com/retired/neat-to-end-support-of-legacy-desktop-software You absolutely DO NOT NEED to purchase anything to use your Neat scanner. We created the FREE Neat Scan Utility for Legacy users just like you. If you still have access to the Legacy software on your computer, then you could recover your data from that software and move it out of the old software to your computer hard drive. Then you could continue using your Neat scanner for free using the Neat Scan Utility. The utility will allow you to continue to use your Neat scanner to scan your documents to your computer hard drive. https://support.neat.com/scanutility/install-neat-scan-utility Finally, yes, the base plan for our cloud-based NeatFiles solution is $300/year. However, this solution offers far more features and functionality than the Legacy desktop software ever offered, including a forwarding email address, a companion mobile application, the ability to bulk edit, the ability to share accounts and folders with colleagues for collaboration, the ability to integrate with QBO, unlimited file storage and uploads, invoicing, and the ability to access your data from anywhere. Neat does not just offer a document storage solution, we offer much more to our customers and our plans reflect that. We would be happy to assist you with getting set up to use the Neat Scan Utility for FREE with your Neat scanner. Please let us know if you would like that and we can have a Neat representative reach out.
Kimberly Williams
1 reviews US
I received a Neat scanner from my mom
I received a Neat scanner from my mom. Initially I thought I would be set up quickly. However It took hours. I chatted with three reps, too were unhelpful. Finally the third rep had to remote into into my computer and fixed it within five minutes. I told him I wish I had spoken to him first so that I hadn’t wasted so much time. I believe companies are as good as their customer service and I wouldn’t recommend Neat.
Date of experience: June 08, 2021
Kimberly, we are very sorry for any frustration you had connecting with our support representatives and we appreciate you taking time to share your experience with us. We reviewed your records and see that you worked with two of our support representatives via chat. It looks like in both instances you brought up the issues you were having with your scanner connection and the second rep you talked to was able to offer you a remote session to get your connection issue resolved. On the first interaction, you also brought up the concern about updating your account information, which our agent directed you on but that seemed to derail the initial concern you had about your scanner connection. Our agent should have circled back with you on that and we apologize that this was missed. We will certainly connect with this agent on this opportunity. If you need any other assistance, please let us know and we will be happy to help!
J.D.
1 reviews US
Less Than Worthless It Cost Us Money to Get Rid of Them
There is no way the reviews listed on this site are forthcoming. It is unreliable at best. The transition to this monthly subscription was done after my office bought a dozen units. A year later and monthly issues they transition to this scam of monthly subscriptions. The support is horrible and the product way out dated.
Date of experience: June 06, 2021
Thank you for submitting your feedback, we apologize for any inconvenience. To be clear, all of The Neat Company’s reviews are 100% valid and come from our customers who would like to provide feedback on Neat product and services. We apologize for any confusion, but Neat exited the scanner market in 2016 and all development and support for the desktop version of the software ended in 2015. Our new and improved cloud based solutions introduce many new features into Neat and bring back many of the most requested features from older versions of Neat. If you are not interested in our Cloud solutions, then we also offer a FREE Neat scan utility software that you can use to scan directly to your computer's hard drive. If you would like more assistance, then please provide us with a case number from a recent support interaction so we can investigate further. Thank you.
john ramsey
1 reviews US
I loved Neat Desk, The Neat Company. Neat.com
I loved Neat Company. Neat desk/ Neat.com until they went money hungry!! I will not use it any more. Got a regular scanner so they can't control my downloads or charge me to use what I already paid for. Nothing but propaganda!! I have tried to download the product driver from the CD purchased around 7yrs ago and all it will do is direct me to a website wanting money.
Date of experience: February 13, 2021
Thank you for submitting a review. The program that you are attempting to use has been retired since 2015 and all support and updates have stopped. If you are looking for a free solution to use alongside your Neat scanner, you can use our Neat Scanning Utility which can be found here - https://support.neat.com/scanutility/install-neat-scan-utility the Utility will allow you to scan directly to your desktop, free of charge. Thank you again for submitting a review.
Lee
1 reviews US
Gimmick to up sale again & again
I would avoid this product if you are using for business. They up sale you hundreds of dollars on upgrades then within a year try to up sale another $600 plus. It works for small small amount of receipts but "too many" and freezes up. Their tech support is a sales team. When you get a tech they just tell you to use this you need to upgrade
Date of experience: December 10, 2020
Thank you for submitting a review. After taking a look at your open case with Neat, we see that the only reason why our agent offered to upgrade you to a different tiered plan was due to you using all of your financial document uploads in a short span of time. We do not force any of our customers to upgrade, we simply suggest what would be the right plan for them . If you require any assistance with the Neat application, our tech support team is ready to assist! Thank you again for submitting a review.
Ginette Leblanc
1 reviews CA
Had it on a different computer and it…
Had it on a different computer and it worked ok... now trying to download the drivers on a different computer and it is hell....... Terrible.... just spent hours trying to figure out what to do...
Date of experience: December 05, 2020
Thank you for submitting a review. Our Legacy desktop software has bee retired as of 2015. If you are currently have a subscription with Neat, you can log onto app.neat.com to enjoy the full Neat experience. If you require any additional assistance for downloading drivers for our retired Neat scanners, please take a look here - https://support.neat.com/downloads/neat-downloads
DAVID
1 reviews US
My Receipts Held For A Ransom
Bought a Neat Scanner years ago, came with the software, cost over $300. After years of logging receipts, one day I wake up and can't get into the software to add a receipt. Access denied. My subscription expired. What subscription? I bought your scanner. Didn't sign-up for any subscription! Ohhhhh, now your telling me l have to pay you $162/year subscription to have access to my 100's of receipts. What the #@$%??? Isn't that extortion???? Totally HATING on The Neat Company right now!!!!!!! Do yourself a favor, don't even start dealing with these people!
Date of experience: October 26, 2020
Thank you for submitting a review. The software that came along with the scanner as a courtesy, has retired in 2015. Since the retirement, no updates have been made and all support for the Legacy software ceased. The receipts that you scanned should still be available on your desktop. Please take a look here for more information https://support.neat.com/retired/retired-desktop-software-options . We apologize for any inconvenience caused.
Gregory Stenstrom
1 reviews US
Unethical company that refuses to honor the benefit of the bargain
Like many here, I purchased the ND-1000 and desktop software at substantial expense. Used product without issue primarily for receipts, and exporting data to CSV and then Quickbooks; and sometimes business cards. Software - which was getting automated updates - simply stopped working, and even those with DVD images won't operate. They simply disabled their software. This is different from End of Life (EOL) where the products purchased will continue to operate, but in this case Neat intentionally disabled. Neat changed their business model to an annual subscription fee of about $300/yr. Can't get your data from the Neat software or database, and only thing Neat support gives is "apology" and offer to buy subscription. Strongly considering class action suit. It will be 3rd successful one.
Date of experience: July 21, 2020
Hello Gregory, It appears you're referring to the old retired Neat Legacy software that came for free with a purchased Neat Desk scanner. Neat has not disabled the Neat Legacy software version in any way, however, that version of the software was retired in 2015 and has received no updates or enhancements since. Since then, our message is and has always been, that any customer who still has Legacy can continue to use it as is, however, it is at your own risk as we do not provide any support for these versions. Additionally, other factors lead to issues with the Neat Legacy software like Microsoft's decision to discontinue Visual C++ 2005 and 2008 Redistributable Packages, which were required for running the Neat Legacy software. https://support.neat.com/retired/neat-to-end-support-of-legacy-desktop-software While Neat has transitioned into focusing on our cloud application and tools for financial management for small businesses, you can continue to you use your Neat scanner for FREE using the Neat Scan Utility. The utility allows you to scan directly to your computer hard drive and you can download the utility here: https://support.neat.com/downloads/neat-downloads
Ed Wallace
1 reviews US
I have to believe that NEAT wrote these…
I have to believe that NEAT wrote these reviews. I have not been able to figure out from their FAQs how to migrate legacy NEAT data into their new cloud version. Moreover, their online assistant was useless. I left my number several times, and even though their website says I will receive a call when they get back on a weekday. That did not happen. I recommend to anyone considering updgrading, to not do it. You are flushing money down the toilet.
Date of experience: July 18, 2020
Thank you for submitting a review. We greatly apologize for the inconvenience that was caused when attempting to migrate your account data to the cloud. We have our team working on your account in preparation for the migration process. You do have an open case with our support team and will be contacted ASAP for the continuation of getting you on board with the Cloud. Once again, we greatly apologize for any inconvenience caused.
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About
Neat is a comprehensive expense management and cloud storage solution designed to streamline financial processes for businesses and personal users! It offers a range of features including expense tracking, receipt scanning, invoicing, and accounting integration. Neat allows users to easily track their expenses by capturing receipts through various channels such as mobile apps, email, or by uploading scanned images. This eliminates the hassle of manual data entry and ensures accurate record-keeping. With Neat, users can organize and categorize their receipts digitally. This makes it easy to retrieve specific receipts when needed, saving time and reducing the risk of losing important documentation. By centralizing financial data within the Neat platform, users gain access to real-time insights into their finances. This helps them make informed decisions and identify areas for cost savings or revenue growth.