Reviews 4.4
2,285 total
Benjamin J.
1 reviews FR
Worst product ever
Worst product ever . You purchases a scanner without being aware that without monthly subscription fees you can’t use it. Then they promise you a free “legacy” software but they make everything possible on their website to make it unavailable for download. So basically you buy a 100usd scanner but you can’t use it without paying $ for a useless software interface
Date of experience: April 03, 2018
Benjamin, Thank you for your feedback. We understand your concerns and we have some options for you to consider aside from subscribing to our current cloud-based service. Please see this page for details of the options available to you. https://support.neat.com/helpcenter/retired-desktop-software-options/
Paul
1 reviews US
This is Paul , Get something that you don't has to spend more money
This is Paul . I'm Writing a review . My Neat is only One year , But now it don't work. So I called the Company, was hard to contact. They said could fix my problem if , I pay them $199.00 a year. Why should I have to pay more money ? The Lady that I talked to was very Nice. And offer me a discount of $99.29 a year. She said that my software was out date. That I has to update, to get it to work. That's quite silly, for a unit being only one year old !!! . Actually that's highway ROBBERY. I payed good money , you would think that you get something without having to pay more for.
Date of experience: March 19, 2018
Paul, Thank you for your feedback. The information that agent provided you is incorrect. Please provide us with your case number so we can investigate this for you and pull the agent our for additional training. We understand your concerns and while we are now focusing on our Cloud product, we do have some options for you to consider aside from subscribing to our current cloud-based service. Please see this page for details of the options available to you. https://support.neat.com/helpcenter/retired-desktop-software-options/
Patrick Benson
1 reviews US
I have been using Neat for years…
I have been using Neat for years starting with the desktop version. That option is no longer available and you must now subscribe to their Cloud product which in itself is not horrible. The problem is how far back they have stepped with the functionality of the software, specifically when it comes to creating reports. In the software you have "My Cabinet" which is where you store and sort things. I set up individual folders such as Travel, Auto Expenses, Office Supplies, etc. I have the desktop and the Cloud set up the same way. In the old desktop product you were able to select My Cabinet and create a custom report, choosing date ranges and other sorting criteria and it would include all the subfolders. In the new Cloud version, you cannot do that. You can only create a report on each individual folder. So now, when I want to create my expense report, for tax purposes, I will have to create 19 (at present) different reports instead of one summary report for all 19 categories. This is a huge step backward. The bigger problem is that, unless I find a way to store all the information I have in the Cloud, I could be stuck renewing my license for 6 years to keep the records accessible in the case of an audit. It baffles me why a company that claims to have great organizing software for many uses would eliminate such an important tool, reports, when they came out with their new Cloud software.
Date of experience: March 17, 2018
Hi Patrick, 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
Sid Doering
1 reviews US
I have used neat scanners since 2010…
I have used neat scanners since 2010 maybe longer. I just bought a new laptop without a cd drive and cannot get the software for my scanner to organize the receipts. They say that they will send you the software for free but then they require you to subscribe to the cloud in order to access it. this was not the agreement I made when I purchased all of their scanners for my business. Very poor customer support for your long term users. you built your business providing software and scanners then switch to monthly subscriptions to milk the customers that get you there.....shame on you! If the rest of us conducted business that way, we would be out of business or facing a lawsuit for bait and switch.
Date of experience: February 23, 2018
Hi Sid, 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
josh
1 reviews US
this is the worst software ever
this is the worst software ever, never working properly, crashing every few weeks, no live person available to talk to solve it, can not update because the page is kicking me out, it says error each time i log in. it happens few times a year. i am very disappointed I ever purchase it. waste of money
Date of experience: February 19, 2018
Sorry to hear of your troubles, Josh, but we're glad to say that we do offer live support and we'll be happy to help you. It sounds like you are using a retired version of our software. However, we currently do 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 If you are subscribed to the current cloud-based software, please call us at 888-898-3253 or open a chat or an email case from this page: https://support.neat.com/support/contact-support/
Paula Hardin
1 reviews US
Selling expensive scanners with poor support
I purchased the neat scanner and then less than one year later was told that I had to upgrade in order to get support and cloud storage. In order to force my hand, the "log in now " message would interrupt at each scan. I had a lengthy conversation with an employee and learned about the "legacy" software which I feel is a bait and switch tactic to require the 100.00 per year contract in order to keep this expensive scanner from being a paper weight. Now, this OS problem with the mac is stealing previously good scans from the files. I contacted support(the legacy support line) and after reiterating my problem to me, went into a hard sell on support and cloud storage. I would rather pay another company 500.00 for their scanner than wait for the next shoe to drop with this one.
Date of experience: February 14, 2018
Hi Paula, 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
viet nguyen
1 reviews US
Thanks for response
Thanks for response! However it is useless because when I down load the legacy which is free of charge, it does not work and promp me to register page that requires payment before downloading
Date of experience: December 10, 2017
It sounds like you are using a retired version of our software. However, we currently do 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/
Felice Levy
1 reviews US
So disappointed with this neat!
So disappointed with this neat! I have used this product for somewhere around 10 years. I purchased equipment from NEAT, and now I have to pay for as much as $100/year. As a self-employed sales person, this is ridiculous! I'm happy to pay $50 per year, but $8 per month when I use this 10-15 times a year? No thanks. By the way, I also bought a new scanner and now I have to update to your new software, so I will have lost $350 that I paid for this machine. Thanks for nothing, guess I'll head out to find a scanner that let's me scan as much or as little as I choose, withouth you forcing me to join your new program and post my business in the cloud.
Date of experience: October 17, 2017
Hi Felice - I just wanted to respond and make sure you understood you DO NOT have to move to cloud. While our legacy/desktop app is officially sunset as of 2014, we do maintain a complete legacy support portal and community support site (no live operator support). You can continue to use it indefinitely. For the cloud app, the subscription starts at $6.67 month and we offer incentives to any legacy user. You mention you purchased a new scanner. Do you mean a new Neat scanner? If so where was this purchased? Was it refurbished? Even if it was refurbished, you should still be able to use desktop with it. Here's a link to our community support site as an FYI - https://neat.desk.com/
HenryM
1 reviews US
WORST CUSTOMER SUPPORT
WORST CUSTOMER SUPPORT. I RECEIVED THE KEY and now I can not get help to install On their website they post: " Need to talk to Neat? We hear you! Phone support is now available to ALL Neat software subscribers! 888-898-3253" -------- This is NOT what it seems. The number above directs you to their website non-human support. they force you to open a ticket that then they can take 72 hours to get back to you. No confirmation, no nothing. Software may be great but company stinks high heavan. This is not a cheap software in comparison to other companies - choose wisely.
Date of experience: September 23, 2017
Henry - I am following up on this. Can you share with us where/how you received the "Key". I assume this is an activation card from a refurbished model?
Jen Fallow
1 reviews AU
Do NOT EVER put your trust in Neat
Do NOT EVER put your trust in Neat. These people have cost me tens of thousands in lost documents, man hours to replace and rescan/file. 5 years of documents were lost and completed;y disorganised when they 'for my convenience' decided I had to place my documents in the cloud. Anyone involved in perpetrating this outrage on an extremely loyal and repeat customer of their previously good products deserves to know the trouble they have caused me is unimaginable. I am absolutely disgusted at these people. Dear kmiller at Neat.com (from Neat reply below): I do not believe you regarding losing documents. And your own customer support contradicts you. Your processes only work in the simplest examples. Your cloud service kept the file names. Sure, but the documents behind them simply ceased to exist - they randomly became blank pages. I lost hundreds of documents and spent 9 months trying to resurrect the excellent product you once had. And the disappearing pages were nothing compared to taking it upon yourselves to ‘arrange’ my documents (deleted and otherwise) from varying years, files, trusts and companies into one gigantic mess. You charged me money to inflict a computer virus on me of unimaginable proportions. For nearly 8 years I relied on your faultless product. Then you wrecked it, wrecked my organisation, cost me thousands of dollars and more than twelve months to fix. And your help desk (not surprisingly with such monumental disasters to deal with) manifestly fails to achieve anything more than cause extreme annoyance bordering on apoplectic rage. It’s not as good as Neat once was, but Mariner Paperless has become my staple. 80% of something that was once great isn’t perfect, but it’s safe, it works and is 10000% better than a dangerous and unpredictable virus you are expected to pay for. I can’t adequately describe the fear I had opening Neat again after I’d fixed it once and I’d allowed my machine to connect to your servers. And you exceeded every fear I had. Stupidly, and after encouragement from your complicit help desk, I tried it again. Then I gave up. 4 Neat scanners, all now replaced by ScanSnap (a superb product) and Mariner Paperless across all my entities. Not as good as the product I enjoyed (and raved about to the point I also ruined friends lives by buying Neat for them) up until you ‘improved’ your product with the cloud, but sitting at my desk now doesn’t involve heart mediciation pills and my daughter asking me if I’m so angry because I’m in trouble with Neat again.
Date of experience: September 05, 2017
Jen - Would you be able to reach out to me directly at [email protected]? I would like to get your email so we can look up what occured. We have never lost documents for a client during a migration to cloud so we want to make sure we get with you on this.
Brent Clingman
1 reviews US
Took my money and ran. WHAT A RIP OFF!!!!! WHAT A SCAM. CRAP SERVICE, IF ANY.
Took my money, wasted countless hours of my time with no positive outcome. Tech took control of my computer and then opened unrelated files on my desktop. Left my system in a non working mode. Created many strange files and then left them on the desktop. A very poorly managed company. Save your money because they could care less about you. They just want you to think they can do as they promise. WHAT A SCAM, AND I FELL FOR IT :(
Date of experience: July 13, 2017
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
Luis Rodriguez Roman
1 reviews US
There is no support
There is no support. Is horrible. So inefficient. You can't call or chat or email. There is no way around it. There is an automatic answering service that when it give you the options for support it simply doesn't answer. Don't use this company.
Date of experience: May 01, 2017
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
Kelly Corsino
1 reviews US
HORRIBLE!!!
I bought the scanner a few years back and had technical support two years ago. I paid $80 and got out of the woods only to find myself there again having used the thing only at tax time to scan receipts! Since there is NO Customer Service phone number, I cannot even take issue with the fact that their product has left me high and dry yet again, unless I am willing to pay again for tech support. I am moving on to another solution as this one is TOO costly and Neat obviously does not care about its clients. Frustrated, Kelly Corsino
Date of experience: January 04, 2017
Kelly, Thank you for your feedback. Also, our apologies for the frustration you experienced attempting to obtain assistance from our support team. Since your review, we've changed our support options and have made it much easier for customers to obtain support. Customers on a Lite, Premium, or Business plan can access unlimited phone, chat, and email support. https://support.neat.com/support/contact-support/ If you are still using Neat, then we would be more than happy to assist you with any lingering issues you have.
Pete Kilcommons
1 reviews US
Neat Scanner Support
I purchased a Neat Support plan - NeatCare Essentials Support - for 2 years which includes unlimited phone support. I can get the President of the USA on the phone faster and easier. Neat refuses to publish any phone number, forces you to use email or chat and it's clear they do not want to speak with customers. I'd understand if I hadn't paid for the phone support, but I did, yet its nearly impossible to get to a live, on the phone, technical support agent. Good product - worst service I've come across of any tech company I've encountered. Just terrible.
Date of experience: December 13, 2016
We do make our support number available directly on our website here: https://support.neat.com/ You can reach our support team at 888-898-3253 for technical support. Similarly, you can also continue to reach us via chat and email https://support.neat.com/support/contact-support/ We'll be happy to assist with any questions or concerns you may have.
Richard Bennett
1 reviews US
If you own a Mac avoid NEAT at all costs
I have been using the Legacy version of NEAT since 2012. It worked for a while then the software crashed more often than all of my software put together. Then the final straw came in October this year. I upgraded to OS X Sierra, and my 2016 data file crashed the program each and every time I tried it AND the scanner quit working altogether. I purchased the new scanner and used the web-based program and it all went to hell. I have submitted two cases to them and have heard zip. I did discover that the contents of the NRMLIB files could be view in Finder with a simple right click on that option. I will never use NEAT again their less than P poor company will fail. Do not get on their treadmill or you will be sorry like me having to reenter 144 receipts for my businesses by hand.... again. I am experimenting with Shoeboxed and so far so good.
Date of experience: November 06, 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.
Mark
1 reviews US
I have been abandoned. Be aware, this will happen to you too.
I have been a Neat customer from the very early days. I have just upgraded my Mac to El Capitan and my Neat Receipts instantly stopped working. The issue is not with the actual Neat software, but rather with the scanner driver. Today Neat announced, totally out of the blue, that they are not going to be issuing a revised driver for my scanner version. So, now I am faced with having to buy a new scanner. There is nothing wrong with the scanner I have except that Neat wants the revenue stream generated by pushing loyal customers to invest in (unnecessary) new hardware. Caveat emptor. Mark.
Date of experience: October 15, 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.
Ken Fitzpatrick
1 reviews US
What Gives Neat? You didn't know El Capitan was happening?
I've been using Neat since they began as a company. When they started their cloud service I signed up and have continued since. I upgraded my MAC to El Capitan two days ago and it all went well. Today I opened Neat and attempted to scan something I was going to mail off and wanted to keep a copy. After an hour of fooling around with the software telling me there was a problem scanning, I called customer service. Imagine my surprise when the agent I spoke to told me that it would be months until Neat upgraded their software and I could either roll back my operating system to Yosemite or wait to scan until Neat got around to updating the software. I asked to speak to a supervisor and a gentleman named Joseph came on the line. He apologized that I was having problems but told me that they would not be upgrading the Neat Software until the final version of El Capitan came out. I told him that it did come out September 30th, and didn't Neat have a clue that this was happening. Most developers had app updates ready to go before September 30th. He kept on saying that Neat couldn't be expected to upgrade their software to work with Beta copies of El Capitan and I should understand that. 5 or 6 times I had to tell him that I wasn't working with a beta copy. Unbelievable that a company like Neat would have supervisors who didn't have a clue. Up until now I would have given Neat 5 stars. It may seem harsh to give them 1 star after only one issue, but I would say if my software isn't working and their Technical Support doesn't even have a clue that the full version of El Capitan has hit the streets, thats not professional at all. Both the original agent and the supervisor told me they had been receiving calls all day from Mac users complaining of the same thing. I would say to Neat to wake up life is going on around you its time for an upgrade in your technical support! Update: Right after I wrote this I got an email from supervisor Joseph I mentioned. Here is what he had to say" Update for Case #337384 - "Scanned Item Doesn't Show Up" Hello Kenneth, Our apologies for the inconvenience. We have reached out to our development team and they could really not provide us with a date on when the update would be released for your new Mac operating system. I do however assure you that I would reach out via email once we have released the update. If you are not able to use the scanner on the new version of our software, I would suggest that you downgrade your operating system temporarily to be able to use the scanner. IN MY ORIGINAL UPDATE I HAD POSTED A LINK THAT WAS IN THIS EMAIL QUOTE. Trust Pilot does not allow links and asked that I remove it. What I can say follows: Neat has a posting on their site that was just put up advising Mac users not to update to El Capitan until they come up with a fix for the neat software to work with the Mac update. I think that is a little like the tail wagging the dog with Neat being the tail. UPDATE #2 Still getting emails from Joseph apologizing but giving no idea when the problem will be fixed. So much for whomever wrote the Neat response below re: getting with customer service. Neat's response below doesn't say who is answering my complaint and no one has reached out to give me a realistic time frame when this will be fixed. This is not my new software as Joseph keeps saying, this is a major operating system provided by Apple. I know Im not the only one having this problem. When the basis for your service rests on the ability to scan items into your computer and the cloud and you cannot get your scanner to work with Neat's software and Apple's new operating system then you have come to a complete halt in using this product until Neat gets the update to their customers. Is that acceptable to anyone? UPDATE #3 October 13, 2015 Tried to contact customer service today. All they will do is point to a page telling MAC users not to upgrade the OS until they can figure out why it doesn't like their printer drivers. Another week gone by in which I cannot scan any of my paperwork. My scan basket is overflowing. That warning should have been sent to all Neat cloud enrolled customers prior to anyone having the chance to upgrade. Every other software company that I have their product has already fixed their software. Why not Neat.
Date of experience: October 06, 2015
Hello Ken, We now have a temporary driver that will allow you to get back up and running. This driver provides all functionality except for 'Scan Additional Pages' and 'Scan to PDF in Color'. We will provide an additional update when the fully functioning driver available. Please use the link below to get to our support article that will walk you through updating your driver. http://www.neat.com/helpcenter/neat-mac-el-capitan/ We apologize for any inconvenience this issue has caused. Thanks, Neat Support
David Kasl
1 reviews US
Customer service poor.
Neat stopped working and customer service said to check the system requirements. They said I did not have enough memory to run Neat, but my memory was the same as when I installed Neat and it ran for over a year with that configuration. I think they just wanted me to upgrade to a newer Neat version...which would not run on Windows Vista.
Date of experience: July 03, 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.
Jerry Pennington
1 reviews US
Every one @ Neat is very willing to help but, no one has been able to help
I can not get my desktop scanner to work and it is new Neat has just replaced it. It stops working after it scans. It closes or crashes after each time it scans, but the mobile works fine. One tech got on my computer and rearranged some files now my Neat Data file isn't their and all of my folders are gone. I am lost!
Date of experience: April 27, 2015
Jerry, I'm sorry to hear that you are having issues with your NeatDesk. I am looking into your case and will have a support rep reach out to you to help you resolve this. You can also call us directly at 1-866-395-6408. Phone support is available Monday to Friday 9:00AM to 6:00PM EST.
Cindy H
1 reviews US
The billing office service is a scam..
In a desperate can't reconcile being back charged for one year of just continue service, I have tried over 11 times to reach the accounting/billing office. There is no way to contact this infamous department. The customer service and technical support teams cannot transfer to these this infamous department as well. All the links on the automated system only lead to a dead end. I am unable to resolve my problem due to no department available in which to speak to, so I declare that the billing office is a scam.
Date of experience: April 24, 2015
Hello Cindy, I'm sorry to hear of your issues getting your billing issue resolved. I'm looking into your case and will have a support rep reach out to you directly to help you resolve this. -Neat Support
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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.