Neon OneReviews of neonone.com

My questions were answered promptly. I appreciate it.

We had a transition this year with our admin staff and had to learn a lot about Neon, our account exec, Steve Braatz was very helpful and the 30 minute individual help sessions were great. We are not NEON experts yet but feel much more comfortable with the system.

Terrible product! Even worse customer service. User interface is awful. Difficult to generate reports and forms. Buried in the 100 page terms of agreement is a deceitful “auto-renewal” contract. You are committed to a one year contract forever. If February is your renewal month and you decide to cancel services in June, you will pay until the next February. Worst company I have ever worked with.

Our nonprofit began using Neon CRM 6 years ago. Around 2022, Neon started to go downhill. Bells and whistles were added that were of no benefit (to our nonprofit) and the system became even more confusing to use. For example, a donor’s email was not automatically added to our email list when the donor made a contribution. Instead, we had to check each donation that came in to determine whether it was a new or existing donor. If it was a new donor, we had to copy their email address and manually add it into our email blast list. This was an enormous time-waster for our org for something that should have been fully automated from the start. Customer support was impossible to reach, often taking a week to 10 days to respond. Exporting reports was cumbersome, confusing and more importantly, not accurate. For instance, our export of “lapsed” donors included over a dozen of contributors who had donated within the previous week, and our export of “New Donors” included people who had donated only one time seven years prior. Email address uploads could not be trusted. When we uploaded new email addresses into our email blast list, the number of emails in our mailing list never increased. We are positive the addresses were new emails and not a previous emails that was overwritten. This includes new emails that numbered into the hundreds. Pricing continued to increase while the service continued to go downhill. We were paying almost $400 monthly when we cancelled. When notified we were cancelling, Neon stated that they are designed to “help nonprofits” and could decrease our cost to $270 monthly and they were also adding 10 new technicians to help with the increased customer issues they were having. Neon CRM then refused to transfer our recurring donor information over to Stripe unless we paid them $450. We paid, then, when our donor's cards were transferred, some of them did not match the cards the donors actually had on file. We have no idea who these cards belonged to or if someone was ever charged. When we contacted Neon, very concerned, their response was that they are trying to improve" Our attorney contacted Neon and they refunded the $450.