Reviews 4.4
2,285 total
J. Ransom
1 reviews US
Long-time Neat Legacy User Makes the Switch
As a long-time Neat Legacy user, I was frustrated the program had become too unusable to continue its use, so I decided to switch to the Neat Cloud system, even though I do not need -- or want -- the cloud storage. The customer service person was very helpful in making the transition. But once I started actually using the Neat Cloud system, I was not only disappointed at how "buggy" it seems to be (e.g., multiple sign-ins during the day), but also surprized some major features were missing (i.e., combining documents). It also seems much more labor-intensive that the previous version. I'm hoping I'll improve as I get better using the system, and I'm hoping the program is improved quickly.
Date of experience: April 26, 2018
Thank you for taking your time to leave your review. Your feedback is very valuable to us. Neat is working to provide updates for new features, stability, bug fixes and feature enhancements.
Dominic Sichenzia
1 reviews US
One of the problems with Neat is that…
One of the problems with Neat is that they retired their legacy 5.1 softwareand ND 1000 desktop scanner, but said that customers could continue using this if they downloaded the 5.4 software which is listed on Neat website. However when you go to this website it DOES NOT APPEAR. After talking to Neat in the Philippines they advised that link is NO LONGER AVAILABLE EVEN THOUGH IT APPEARS ON NEAT WEB SITE. NOT GOOD!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Going offshore to the Philippines may have saved Neat money, but for the customer it is not efficient. For example I called the Philipines gave them my question a polite person said please hold, 10 minutes later somone else picked up and I had to explain the problem again. this person said please hold, another 10 minutes, guess what a new rep. got on had to repeat again. Bottom line they could not answer & just were trying to sell me the Premuim edition of Neat.
Date of experience: April 26, 2018
Hi Dominic, First of all, we do apologize for the poor customer service experience. We also thank you for being a long-time user of Neat. Second, since you have used the older versions of our software, you can call us to get a download of Neat 5.7 which was the latest version of the retired software. We also currently offer limited support for our most recently retired software. You can reach our retired software support at 855-910-6328. Details on the limited support can be found here: https://neat.desk.com/customer/portal/articles/2917963-limited-legacy-support-faq In addition, we have some options for you to consider to allow you to continue to use your Neat scanner and/or software. Please see this page for details of the options available to you. https://support.neat.com/helpcenter/retired-desktop-software-options/
Scott Ketterer
1 reviews US
The software is still buggy on Mac
The software is still buggy on Mac. UX is frustrating, App always opens with the full-screen presentation, zooming on documents is terrible, desktop application times out and a hundred other little things. They need some UX professionals to watch users interact with the software - way too many gotchas....
Date of experience: April 26, 2018
Thanks for the feedback, Scott. We are working on updates to improve the Neat software performance and experience to be released later this year and we hope you benefit from them once they are released.
Wanda French
1 reviews US
i use to give it 5 stars but now very upset
i use to give it 5 stars. but when i had to purch a new computer i am not able to download the neat 5 software i had that allowed me to scan documents of my clients to their files (pdfs) i don't need cloud storage and i didn't really even use their expense part of software... i utilize my scanner to scan documents to send to clients for signature and other important stuff and now my scanner is useless.. i corresponded with email twice since you cant talk to a real person on phone. and they just claimed they retired my version of software and couldn't help me i would have to pay ... i would rather purch a whole new system then give them another penny for what ive already paid for . actually twice since i have both desktop and the handscanner. if anyone knows where i can get a copy of software please help!!!!!!
Date of experience: January 29, 2018
Hi Wanda, Neat has options for customers aside from subscribing to our current cloud-based service. Option 1: Continue using the retired desktop software Option 2: Migrate to the Cloud Powered Software Option 3: Continue using your Neat scanner without the Neat software Comprehensive details for each option listed above are outlined in the following link: https://support.neat.com/helpcenter/retired-desktop-software-options/ ***Customers that choose to remain on the legacy software are also eligible for a 1x support session to assist with retired products installations, scanner setup, and database recovery: https://neat.desk.com/customer/portal/articles/2917963-limited-legacy-support-faq
Brad
1 reviews US
Tech support is the worst
I have 3 of the desk scanners, and for the most part, I like the scanners but there are several glaring problems. One, if you ever need tech support it takes forever and rarely are the problems fixed. Two, I have been on the phone for hours on single problems, and they always blame some thing else, like it is your adobe app or something else, even when you explain that everything else works perfectly with it. Three, when they say they have finally fixed a problem, they send you an email and say if it is reoccurring to send them an email and then you will be able to bypass everyone and go to them, problem is they never respond and you have to start all over. I have a problem where I scan in a document, then enter all the information and a few minutes later all the information is gone and you have to re enter it.
Date of experience: June 17, 2016
Thank you for taking time to a leave review. Your feedback is very valuable to us. We are always here to assist with all your Neat questions if you ever need some help.
Sande S
1 reviews US
Neat Mobile Scanner
I have had to have both my USB connector and my scanner replaced, at different times, to solve various problems. I find getting ahold of this company is not easy in the least and I'm bordering on being sorry I purchased this Neat product.
Date of experience: July 10, 2015
Thank you for taking time to a leave review. Your feedback is very valuable to us. We are always here to assist with all your Neat questions if you ever need some help.
L Britton
1 reviews US
If I had it to do over I would NEVER have bought this!
I use for home office use. I have owned the scanner for approximately two years. I have lost years off my life on excruciating long waits for chat, email AND phone support. I have had repeated issues over the two years. I had some of the same issues as other users. Here are the highlights 1. Difficult to understand how to operate initially although eventually I figured out the basics but none of the more advanced features. 2. Scanner that came with purchase package did not work. Replaced under warranty. Wasted one week waiting on exchange. 2. Poor job of scanning photo business cards or promo cards. Even though the TV ads show that it is designed to scan business cards. 3. Slow to PROCESS scanned documents, receipts, etc. 4. Frequently selects wrong amount for sales tax on receipts. 5. Must review every document input to verify correctness. 6. Frequently have to re-scan because of lack of clarity on some of pages scanned especially for mult-page documents.. 7.Once scans are in folder, if you have ANY problems (which I have TWICE) and have to reinstall, all of the folders are gone. The scans can be recovered but what good is that when two years of scans are all jumbled up? I can do better with a shoebox! 8. Customer "service" is a joke. They try to hide from helping you behind online FAQs only. UNLESS you pay for a service contract. (Which I object to since it has been a plethora of continual problems from the start) I spent over $400 bucks on this machine and expect it to work. I expect better for a product that has only ONE function! 9. I have been trying to get email "help" since January 26. Today is April 1 (this review is not a joke) and I STILL do not have my issue fixed. I have been unable to use my scanner since January 26. It takes 3-5 days to get an email response. This is the worst customer experience! Don't they know that consumer's number one reason to shop elsewhere is lack of service AND inability to get a phone number to TALK to someone? I guess since they have the only product of it's kind they can be smug about their crappy service but as soon as that patent is up and other players enter the field, I am DONE with them! UPDATE 4/1/2015 I FINALLY was escalated to a senior technician named Genine. She was a GENIUS and unraveled ALL of my issues with one screen share. Can't the company see that the favorable impression that occurred in that ONE session could have been done from the start and avoided three months of seething frustration???
Date of experience: April 01, 2015
Hello Britton, Sorry to hear that you had so much trouble getting started. I'm happy to hear you were able to get in tough with Genine and get your issues resolved. We are continually working to improve our customer service experience so we appreciate the feedback.
Bob L
1 reviews US
Horrible Phone Support
Tried calling in several times for support and the automated attendant had no idea how to route my calls - could not understand me and could not find my Email address or account even though I was a "PAID" support member. Probably the most frustrating phone system that I have ever dealt with.
Date of experience: March 24, 2015
Bob, Sorry to hear of your issues getting to support. Your ticket has been updated to request a time we can call you directly to assist. Please check your email for further info. Neat Support
James J McDonnell
1 reviews US
Last two times I scanned items when I…
Last two times I scanned items when I tried to edit and file them the screens are blank< before this everything worked pretty well. I've been using NEAT force number of years ever since the records were keep on your own computer, that was my favorite version. It always worked.
Date of experience: November 08, 2023
Thank you for leaving feedback. We are sorry you experienced issues viewing your items in Neat. Looks like you were able to get the help you needed by communicating with us via chat earlier today. We apologize for the inconvenience to you, and we thank you for choosing Neat!
customer
1 reviews US
Liza ultimately fixed my main problem…
Liza ultimately fixed my main problem of getting Neat to work with my ScanSnap, and I am grateful. However I spent at least two hours not counting the time I tried the Chat and there would be 5 minutes between replies. It was disjointed and stressful. I want a person who can give and take not the process of a Chat communication. It was frustrating.
Date of experience: May 22, 2023
Thank you for your feedback. We appreciate you being a Neat customer since 2013! We are sorry if you experienced some delays in chat responses during your interaction this week. Please keep in mind, that during remote sessions, the agent is also working on identifying and rectifying your technical issues while they are connected to you. You can cut the line and get priority phone, chat, and email support by securing our VIP service add-on, see here: https://www.neat.com/vip-service
Rob Miller
1 reviews CA
Exporting Data from Neat
I had a constructive interaction with LizA who gave me pointers on downloading my Neat file cabinet. I think the product would be better if within the current web system there was an easy way to port data stored in Neat to a computer or other storage that does not require an annual subscription. Neat is useful whilst a company is active but a solution needs to be available other than the use of unsupported legacy software to help with mandatory storage after business closure.
Date of experience: October 30, 2023
We are glad you had a solid interaction with Liza! We appreciate your feedback on Neat and we thank you for being a customer since 2012!
James
1 reviews US
I aunable to edit/file records
I a. Still having trouble gettin to edit/file records I scand into neat yesterday. I did get some info over chat but the problem is NOT resolved.
Date of experience: November 08, 2023
Hello! Thanks for letting us know you are still having an issue. A Neat Expert will contact you today to continue working with you. We appreciate your patience.
Rick Thompson
1 reviews US
Not informing customer of potential problem
When I called Neat "Support" and waiting for someone to answer I waited over 25 minutes listening to a recording that said I was # 1 in the queue. After I was able to talk to a person they told me they were sorry and they were short-handed. I finally found out that the new MAC upgrade to Ventura was not able to use my NEAT scanner. The MAC Ventura upgrade was in use over a month ago. WHY DIDN'T YOU PUT OUT A NOTICE TO YOUR USERS AND TELL THEM IF THEY UPGRADED THEY WOULD NOT BE ABLE TO SCAN THEIR DOCUMENTS??? IT'S CALLED CUSTOMER SERVICE! I AM A LONG-TIME CUSTOMER AND I EXPECT BETTER.
Date of experience: January 12, 2023
Rick, We are very sorry for your recent support experience. Unfortunately, Neat scanners are not compatible with the new Mac OS Ventura. We've had a notice about this up on our Help Center since November 2022. https://support.neat.com/private-articles/neat-status Please keep in mind that Neat hasn't sold or manufactured scanners since 2017 and all Neat scanners are at least 5 years out of warranty. Since then, Neat has continued to provide updated drivers as courtesy for some Neat scanners, but the newer Ventura OS no longer supports the USB technology the old Neat scanners use. Your Neat scanner will still work with older Mac OSs and other Windows devices. Additionally there are many other ways to get items into Neat besides scanning, like mobile app capture and email-in. We also apologize for the wait you experienced contacting support. As a Neat subscriber, you never have to wait in the call queue. All Neat subscribers can skip waiting in a call queue and can instead schedule a call with a support rep at a time convenient for them. Just log in to your account, click Help & Support, then 1:1 with Neat Expert to schedule a call instead.
customer Rehtsechelsea
1 reviews US
Don't blame my tech
Don't blame my tech. She was 5 Star all the way. she solved my reason for calling to my satisfaction. She also asked if I had any other problems so I told her about a print issue no tech has ever solved well that failed same as always. In my estimation she deserves an additional 5 stars for trying.
Date of experience: July 13, 2022
The Neat Company thanks you for leaving a review! We are pleased to know you had a satisfactory experience with Mary L. We are sorry that the print feature you are requesting is not available at this time but we have passed on your feedback to our development team!
Dennis Olson
1 reviews US
While Liza did a good job and tried her…
While Liza did a good job and tried her best, I'm sure, the process took too long over 2 days with no resolution. On the 3rd day still no fix though it seems to be a communication problem between QB and the neat program. Overall pleased with Neat and would usually give a higher rating except for this issue.
Date of experience: February 04, 2022
Thank you so much for leaving a review! We appreciate you being a Neat customer! Our connection to QuickBooks Desktop (QBD) is managed by Autofy and they have an open ticket with Intuit (the makers of QBD) for this issue. Intuit did send out an update that was meant to resolve issues with 2022 versions of QBD and third-party apps but it seems to have only worked for some users. We apologize for the inconvenience you are experiencing as a result. Intuit recommends being on the latest version of QBD to make sure you have that update by going to Help > Update QuickBooks Desktop > Update Now > Get Updates. If you have not done so already, you may want to consider contacting QBD support for additional details.
Richard
1 reviews US
Over a month to upload files to the cloud
Over a month to upload files to the cloud is a bit much. Especially when you have to sit at your computer while tech’s perform their duties. Need to have a better way to transfer files to the cloud. I have a business and other responsibilities that don’t allow me to take this type of time. Tech support was very polite and seem to try and do their best. Had to request escalation of the problem before it got resolved. Once resolved everything works fine with the application. New customers should be told up front that the process may take this long.
Date of experience: January 19, 2022
Thank you for submitting a review! We appreciate the patience you exhibited while we migrated more than 7000 of your files! Your feedback on the migration process has been noted. We thank you for choosing Neat!
customer
1 reviews US
software
liza was wonderful and very helpful the new software is hard to work with and more time consuming than old 5.7 program i do not recommend it for anyone who is in a hurry or just wants a simple file cabinet to store reciepts.
Date of experience: December 27, 2021
Thank you for leaving a review! We see that Liza successfully migrated more than 700 files for you. Your current NeatFiles Yearly plan provides technical support and 1:1 training. If additional assistance is needed, the Neat support team will be happy to assist.
Ron Carter
1 reviews US
The tech knew what he was doing
The tech knew what he was doing, but didn't convey the relevant information. I had to reinstall windows and didn't know I had to reinstall the drivers. He had me do a screen share and corrected the problem, but didn't tell me what he did. I only know because I was watching. I would like to download the drivers in case I ever have to do this again, but he didn't tell me where they are.
Date of experience: November 23, 2021
Thank you for leaving a review! Here is the Support Center information for drivers: https://support.neat.com/search/drivers Please reply to the latest email we sent you if you have any additional troubles!
customer
1 reviews US
The person I spoke with was hard to…
The person I spoke with was hard to understand and I don't believe they were very educated on your product. I asked several questions and they didn't seem to understand what I was asking. Language barrier was very frustrating!
Date of experience: September 23, 2021
Thank you for submitting a review! We are sorry to hear you had a less than exceptional experience! We would like to extend an onboarding session with our NeatBooks expert Josh. He will be able to answer all your questions. Please schedule a session with him directly from the email he sent you on 9/23.
Jay Walston
1 reviews US
I was looking for a driver that would…
I was looking for a driver that would allow me to use a different scanner on their Nest program. She did not give me the information I was looking for. She did give me a link to the manufacturer of my scanner but it was of no use. I will no longer be using their software.
Date of experience: August 10, 2021
Thank you for submitting a review. After taking a look at your recent case that was opened, we see that you were asking for assistance for a scanner that is not manufactured by Neat. In order to have assistance with the Neat software, you would need to purchase a subscription with Neat and we see that you currently do not have one. If you are interested in using the Neat software and purchasing a subscription, please take a look here - https://www.neat.com/plans-pricing/
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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.