After contacting JustAnswers about a motor cycle problem I was given a response within a short time. I tried the response given and my problem was solved.
Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
or confusion you have experienced with our site. I assure you, we are not a scam. We have an A+ rating here with the Revdex.com and we have a 100% customer satisfaction guarantee. Additionally, we are in no way related to Dell, but it is possible they use Google ads or advertise our services directly to help with Dell issues.
Please let me explain how our deposit system works.
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $47 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $42.
Regarding our monthly membership, it is completely optional. While we do advertise it on the site, unlimited questions for a low monthly fee, it is completely opt in at the customers discretion.
Again, we have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund.
After checking your question page, I can see that you received a response to your question 2 minutes and 49 seconds after posting your question, however it does not show that you viewed the response.
Per your request, I can see that on 12/29/15 a customer care agent closed your question page and processed a refund of your deposits. You should already see the funds back in your account.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is NO CONFUSION on my part. ANYONE can log onto their site, and check the veracity of my complaint. There is NO OPTION other than signing up for monthly service NOT ON THEIR WEB PAGE. And they will NEVER convince me they are NOT a scam operation.
Final Business Response /* (4000, 10, 2016/01/24) */
Hello,
Thank you for your response.
While I understand that you are upset and feel that you were being forced into a membership, the fact is we have thousands of customers who use JustAnswer daily on a question/answer basis and are not subscribed to the membership plan.
Again, the membership plan is completely optional on the customers part. We cannot sign a customer up for the membership, even if they ask us to do so. There were no membership charges on your account. The only deposits were for the initial question.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Initial Business Response /* (1000, 5, 2015/09/17) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site. Please let me explain how our deposit system works. I assure you, you haven't been ripped off.
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund.
I am unable to locate an account using the email address you provided here. Please reach out to me personally at [redacted]@justanswer.com and I can assist further or you can give us a call at 1.[redacted] Available 6am to 9pm PST.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response to my concerns.
I think that it would behoove you to perhaps be more descript about your "course of response".
Since I had been able initially to see the posted complaints from others, after there had been an obvious delay in your response, I had to go into "protection" mode in assuming I was just another inquiry.
However, I have since been able to view your response under another browser. Although the answer basically recanted what I had already stated, it still was an answer.
This being said- let's just part ways and say that I have learned a lesson.
Initial Business Response /* (1000, 5, 2015/06/29) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site.
After checking your question page, it shows that you viewed the answer on 6/24/2015 at 8:07 PM. However, sometimes customers experience issues viewing their answer if they don't remember their password. If you need a password [redacted] please let us know.
If you have problems viewing your answer/s in the future, you can email us at [redacted]@justanswer.com and we can assist with getting your answer to you, we can even send it to you by email.
Additionally, I can see that your refund of $21 was processed in full on 6/24/2015.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Initial Business Response /* (1000, 5, 2014/12/17) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I was able to locate the email conversation you had with our customer support team and I see that we made an attempt to guide you back to your question on our site so that you could continue with the Expert. You mentioned responding to the Expert's last question however, upon reviewing your question page, I do not see your response.
As a courtesy, I have processed a refund of your $20 payment and have added a promotional credit to your account that you may use to continue with your question. Since the credit is promotional it is not refundable but I hope you give us another try.
I will send to you a separate email with your log in credentials and instructions on how to continue your conversation.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/09/17) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. Upon review, I see that you have created two accounts on our site. The account associated with your msn email address has not had any activity since May of this year and the subscription under that account was cancelled on August 14, 2014. You mentioned the inability to cancel your subscription on the site. If you logged into the account under your msn email address after August 14th, that may be why you experienced trouble.
However, you have another account under an @tonawanda.ny.us email address that was enrolled into a subscription and I see that the subscription was cancelled on September 16, 2014 and that we processed a refund of your payment from 9/12/2014.
As a courtesy, I have processed two additional subscription payments for a total refund of $78. I can assure you that your subscription is cancelled on both accounts and that you will not receive any charges from us.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is very fair and directly and completely addressed my complaint as well as explained why I had difficulty. I am very pleased and would recommend this site.
These were the comments I sent to [redacted]., a person in you customer service dept who refunded my charge.
Thank you very much.
If you are interested, my problem was with the web site. I had no problem with authorizing the $5.00 refundable deposit. However the next stage of the process seemed to take me to another “sales pitch” that did not fit in with the question/answer process and was quite a departure from the “good faith” approach that was in process. In fact, it looked so different I thought it was a pop-up unrelated to what I was trying to accomplish – so I closed out of the process. I was very surprised to see a subsequent email saying “Your answer is on the way!” I hope this is helpful for your process. Unfortunately I find that many companies really do not want “feedback” and that they really want “affirmation.” Negative comments/feedback I believe are generally dismissed as being disgruntled consumers.
[redacted]
Initial Business Response /* (1000, 5, 2014/07/08) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I see that one of our Senior Customer Support Specialists sent an email to you on June 28th explaining what occurred. I'll share the same information here if you haven't viewed the email.
On June 27th, your Expert helping with your Appliance question reported the customer service issue you mentioned in your conversation with him. When a question is reported for a customer service issue, the question page is automatically locked until a customer support agent can review the concern. Unfortunately, an agent wasn't able to review and unlock the page before you tried to access it but I do see that it is opened now.
Here is a link to your page for your reference: [redacted]
I have processed a refund of your $28 payment. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
I'm unsure whether you still need help with your question or if you are interested in viewing the Expert's response at this time but in the interest of maintaining goodwill, I have added a credit to your account of $28 so that you may continue your conversation. If you no longer need help, please let me know and I will close the question and you may use the credit toward a new question on our site within the next 30 days. Since the credit is promotional it is not refundable but I hope you give us another try.
Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2015/01/20) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for any confusion you...
may have experienced with our site. I assure you that we do not process charges to customer accounts without their approval. Please let me explain how our payment system works. When asking a question on our site, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Either before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The question does not get posted unless the customer confirms and approves the charges. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
As requested, I have processed a refund of your 74 ILS charge. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link:
http://www.justanswer.com/refund/refund.aspx
Of course, if you would rather contact us, we are more than happy to process your refund for you.
In the interest of maintaining goodwill, I have added a promotional credit to your account of 74 ILS to your JustAnswer account which you may use toward another question on our site in the next 30 days. Since this credit is promotional it is not refundable but we hope you give us another try.
Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2015/03/17) */
Hello,
My name is [redacted] and I am with the Customer Care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I would like to help with your concerns.
Firstly, I am sorry for the...
problems you have experienced with our site. I located an account under your AOL email address but the account has no questions or payments associated with it. If you received a charge from us, it means that you have another account. To locate your account, please let me know the first six and last four digits of the card that was charged. I assure you that I will only use this information to locate the transactions and further assist you. Please feel free to email this information to me directly at [redacted]@justanswer.com since these posts are public.
To clarify our payment process, a $5 deposit is due at the time of the post and the remaining question deposit is collected once an Expert replies. If you were charged both the $5 deposit and the remaining balance, it's likely that an Expert answered your question. Once you provide me with your payment information, I will be able to understand what occurred and ensure that your concerns are resolved.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
I have used this service twice for veterinary questions and each time have received wonderful care and advice with just a small fee. Both times saving me a trip to the veterinary office with my dog and causing her anxiety, as well as saving money on the visit. I was able to get good advice as well as set my mind at ease. Both time my advice was on a weekend, so it also saved me from having to go to a vet Er, which is substationally more money. Both veterinarians were wonderful, professional, and compassionate. I highly recommend this service.
Initial Business Response /* (1000, 8, 2015/05/28) */
Contact Name and Title: [redacted]
Contact Phone: 1[redacted]
Contact Email: [redacted]@justanswer.com
Hello [redacted],
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the...
Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems you have experienced with our site.
After checking your JustAnswer account, I can see that your $28 deposit was refunded per your request on 5/4/2015. If you would like a confirmation number that you can use to confirm the refund with your bank, please let me know.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Initial Business Response /* (1000, 5, 2015/02/12) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems...
you've experienced with our site. On some occasions, different Experts will review one question to determine whether they are able to answer it satisfactorily. If they are not able to answer it, to ensure that our customers receive the help they need, the question is exposed to other Experts who may be a better fit to answer.
Upon reviewing your question page, it appears that an Expert provided you with some helpful information and that they were waiting to hear back from you to continue.
As requested, I have closed your account and processed a refund of your charge. The funds are made available to your PayPal the next business day, however, they may take 3-5 business days to release the funds back to your account depending on their policy.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Care Manager
I had a potential emergency because I gave my dog an ibuprofen for swelling in her leg. She became lethargic and sickly in the evening. Since it was the evening, my vet was not open. So I asked the question on how to handle the situation and the vet answered me within minutes answering my question. Based on her answer, I followed up with another question and again she answered it within 15 minutes. It ended up costing me only $19 for expert advise. Based on the correctness of her answers everything turned out fine. I would recommend this site to anyone needing immediate help for their animal.
Initial Business Response /* (1000, 5, 2014/11/07) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I wasn't able to locate an account using the email address that you've provided in this complaint. It sounds like you may have posted your question under a different email address or a guest account as we send email notifications to our customers anytime an expert replies to a question. If you could provide me with an alternate email address you may have used or the first 6 and last 4 digits of the card that was charged I will try to locate the correct account and determine why you didn't hear back from the expert.
I look forward to your reply and hope to resolve these concerns.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/10/07) */
Hello,
My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry that you didn't receive...
an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions.
Upon reviewing your account, I see that the only charge made was $5 for the initial deposit at the time you posted your question. The remaining balance of the question cost is only charged once you receive a response from an Expert. If you've received additional charges please let me know the date and amount of the charge and I will further investigate. The $5 deposit was refunded to you on 10/3/2014 and can take 3-5 business days for the funds to be returned to your account depending on your card issuer's policy.
Also, the subscription offer, which comes with a 7-day free trial, was presented to you after you posted your initial question and it is not retroactive which means that it cannot be applied toward the question posted before the offer was accepted. Our records indicate that you did not accept the subscription offer.
In the interest of maintaining goodwill, I have added a $20 credit to your account that you may use toward posting a question on our site within 30 days. Since this credit is promotional it is not refundable but we hope you give us another try.
Lastly, out customer support phone number is 888.862.9212 and can be found on our Help page here: http://ww2.justanswer.com/help
I hope that we have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had an issues with some swelling in my foot. I found a justanswer doctor online that was able to provide very helpful information in just a few minutes. I'll use this site again.
Excellent service when I needed help. It saved me a lot of time in doing research, and the service was very prompt and courteous.
My lawyer, [redacted], was great.
After contacting JustAnswers about a motor cycle problem I was given a response within a short time. I tried the response given and my problem was solved.
Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
or confusion you have experienced with our site. I assure you, we are not a scam. We have an A+ rating here with the Revdex.com and we have a 100% customer satisfaction guarantee. Additionally, we are in no way related to Dell, but it is possible they use Google ads or advertise our services directly to help with Dell issues.
Please let me explain how our deposit system works.
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $47 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $42.
Regarding our monthly membership, it is completely optional. While we do advertise it on the site, unlimited questions for a low monthly fee, it is completely opt in at the customers discretion.
Again, we have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund.
After checking your question page, I can see that you received a response to your question 2 minutes and 49 seconds after posting your question, however it does not show that you viewed the response.
Per your request, I can see that on 12/29/15 a customer care agent closed your question page and processed a refund of your deposits. You should already see the funds back in your account.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is NO CONFUSION on my part. ANYONE can log onto their site, and check the veracity of my complaint. There is NO OPTION other than signing up for monthly service NOT ON THEIR WEB PAGE. And they will NEVER convince me they are NOT a scam operation.
Final Business Response /* (4000, 10, 2016/01/24) */
Hello,
Thank you for your response.
While I understand that you are upset and feel that you were being forced into a membership, the fact is we have thousands of customers who use JustAnswer daily on a question/answer basis and are not subscribed to the membership plan.
Again, the membership plan is completely optional on the customers part. We cannot sign a customer up for the membership, even if they ask us to do so. There were no membership charges on your account. The only deposits were for the initial question.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/09/17) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site. Please let me explain how our deposit system works. I assure you, you haven't been ripped off.
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund.
I am unable to locate an account using the email address you provided here. Please reach out to me personally at [redacted]@justanswer.com and I can assist further or you can give us a call at 1.[redacted] Available 6am to 9pm PST.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response to my concerns.
I think that it would behoove you to perhaps be more descript about your "course of response".
Since I had been able initially to see the posted complaints from others, after there had been an obvious delay in your response, I had to go into "protection" mode in assuming I was just another inquiry.
However, I have since been able to view your response under another browser. Although the answer basically recanted what I had already stated, it still was an answer.
This being said- let's just part ways and say that I have learned a lesson.
Initial Business Response /* (1000, 5, 2015/06/29) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site.
After checking your question page, it shows that you viewed the answer on 6/24/2015 at 8:07 PM. However, sometimes customers experience issues viewing their answer if they don't remember their password. If you need a password [redacted] please let us know.
If you have problems viewing your answer/s in the future, you can email us at [redacted]@justanswer.com and we can assist with getting your answer to you, we can even send it to you by email.
Additionally, I can see that your refund of $21 was processed in full on 6/24/2015.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2014/12/17) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I was able to locate the email conversation you had with our customer support team and I see that we made an attempt to guide you back to your question on our site so that you could continue with the Expert. You mentioned responding to the Expert's last question however, upon reviewing your question page, I do not see your response.
As a courtesy, I have processed a refund of your $20 payment and have added a promotional credit to your account that you may use to continue with your question. Since the credit is promotional it is not refundable but I hope you give us another try.
I will send to you a separate email with your log in credentials and instructions on how to continue your conversation.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/09/17) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. Upon review, I see that you have created two accounts on our site. The account associated with your msn email address has not had any activity since May of this year and the subscription under that account was cancelled on August 14, 2014. You mentioned the inability to cancel your subscription on the site. If you logged into the account under your msn email address after August 14th, that may be why you experienced trouble.
However, you have another account under an @tonawanda.ny.us email address that was enrolled into a subscription and I see that the subscription was cancelled on September 16, 2014 and that we processed a refund of your payment from 9/12/2014.
As a courtesy, I have processed two additional subscription payments for a total refund of $78. I can assure you that your subscription is cancelled on both accounts and that you will not receive any charges from us.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is very fair and directly and completely addressed my complaint as well as explained why I had difficulty. I am very pleased and would recommend this site.
These were the comments I sent to [redacted]., a person in you customer service dept who refunded my charge.
Thank you very much.
If you are interested, my problem was with the web site. I had no problem with authorizing the $5.00 refundable deposit. However the next stage of the process seemed to take me to another “sales pitch” that did not fit in with the question/answer process and was quite a departure from the “good faith” approach that was in process. In fact, it looked so different I thought it was a pop-up unrelated to what I was trying to accomplish – so I closed out of the process. I was very surprised to see a subsequent email saying “Your answer is on the way!” I hope this is helpful for your process. Unfortunately I find that many companies really do not want “feedback” and that they really want “affirmation.” Negative comments/feedback I believe are generally dismissed as being disgruntled consumers.
[redacted]
Initial Business Response /* (1000, 5, 2014/07/08) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I see that one of our Senior Customer Support Specialists sent an email to you on June 28th explaining what occurred. I'll share the same information here if you haven't viewed the email.
On June 27th, your Expert helping with your Appliance question reported the customer service issue you mentioned in your conversation with him. When a question is reported for a customer service issue, the question page is automatically locked until a customer support agent can review the concern. Unfortunately, an agent wasn't able to review and unlock the page before you tried to access it but I do see that it is opened now.
Here is a link to your page for your reference: [redacted]
I have processed a refund of your $28 payment. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
I'm unsure whether you still need help with your question or if you are interested in viewing the Expert's response at this time but in the interest of maintaining goodwill, I have added a credit to your account of $28 so that you may continue your conversation. If you no longer need help, please let me know and I will close the question and you may use the credit toward a new question on our site within the next 30 days. Since the credit is promotional it is not refundable but I hope you give us another try.
Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2015/01/20) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for any confusion you...
may have experienced with our site. I assure you that we do not process charges to customer accounts without their approval. Please let me explain how our payment system works. When asking a question on our site, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Either before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The question does not get posted unless the customer confirms and approves the charges. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
As requested, I have processed a refund of your 74 ILS charge. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link:
http://www.justanswer.com/refund/refund.aspx
Of course, if you would rather contact us, we are more than happy to process your refund for you.
In the interest of maintaining goodwill, I have added a promotional credit to your account of 74 ILS to your JustAnswer account which you may use toward another question on our site in the next 30 days. Since this credit is promotional it is not refundable but we hope you give us another try.
Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2015/03/17) */
Hello,
My name is [redacted] and I am with the Customer Care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I would like to help with your concerns.
Firstly, I am sorry for the...
problems you have experienced with our site. I located an account under your AOL email address but the account has no questions or payments associated with it. If you received a charge from us, it means that you have another account. To locate your account, please let me know the first six and last four digits of the card that was charged. I assure you that I will only use this information to locate the transactions and further assist you. Please feel free to email this information to me directly at [redacted]@justanswer.com since these posts are public.
To clarify our payment process, a $5 deposit is due at the time of the post and the remaining question deposit is collected once an Expert replies. If you were charged both the $5 deposit and the remaining balance, it's likely that an Expert answered your question. Once you provide me with your payment information, I will be able to understand what occurred and ensure that your concerns are resolved.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
I have used this service twice for veterinary questions and each time have received wonderful care and advice with just a small fee. Both times saving me a trip to the veterinary office with my dog and causing her anxiety, as well as saving money on the visit. I was able to get good advice as well as set my mind at ease. Both time my advice was on a weekend, so it also saved me from having to go to a vet Er, which is substationally more money. Both veterinarians were wonderful, professional, and compassionate. I highly recommend this service.
Initial Business Response /* (1000, 8, 2015/05/28) */
Contact Name and Title: [redacted]
Contact Phone: 1[redacted]
Contact Email: [redacted]@justanswer.com
Hello [redacted],
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the...
Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems you have experienced with our site.
After checking your JustAnswer account, I can see that your $28 deposit was refunded per your request on 5/4/2015. If you would like a confirmation number that you can use to confirm the refund with your bank, please let me know.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Care Manager
Great communication, excellent follow through, on time appointment, great response, etc.
Dr. [redacted] was prompt and gave me an immediate answer. She may have saved my eye!
Initial Business Response /* (1000, 5, 2015/02/12) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems...
you've experienced with our site. On some occasions, different Experts will review one question to determine whether they are able to answer it satisfactorily. If they are not able to answer it, to ensure that our customers receive the help they need, the question is exposed to other Experts who may be a better fit to answer.
Upon reviewing your question page, it appears that an Expert provided you with some helpful information and that they were waiting to hear back from you to continue.
As requested, I have closed your account and processed a refund of your charge. The funds are made available to your PayPal the next business day, however, they may take 3-5 business days to release the funds back to your account depending on their policy.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Care Manager
I had a potential emergency because I gave my dog an ibuprofen for swelling in her leg. She became lethargic and sickly in the evening. Since it was the evening, my vet was not open. So I asked the question on how to handle the situation and the vet answered me within minutes answering my question. Based on her answer, I followed up with another question and again she answered it within 15 minutes. It ended up costing me only $19 for expert advise. Based on the correctness of her answers everything turned out fine. I would recommend this site to anyone needing immediate help for their animal.
Initial Business Response /* (1000, 5, 2014/11/07) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I wasn't able to locate an account using the email address that you've provided in this complaint. It sounds like you may have posted your question under a different email address or a guest account as we send email notifications to our customers anytime an expert replies to a question. If you could provide me with an alternate email address you may have used or the first 6 and last 4 digits of the card that was charged I will try to locate the correct account and determine why you didn't hear back from the expert.
I look forward to your reply and hope to resolve these concerns.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/10/07) */
Hello,
My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry that you didn't receive...
an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions.
Upon reviewing your account, I see that the only charge made was $5 for the initial deposit at the time you posted your question. The remaining balance of the question cost is only charged once you receive a response from an Expert. If you've received additional charges please let me know the date and amount of the charge and I will further investigate. The $5 deposit was refunded to you on 10/3/2014 and can take 3-5 business days for the funds to be returned to your account depending on your card issuer's policy.
Also, the subscription offer, which comes with a 7-day free trial, was presented to you after you posted your initial question and it is not retroactive which means that it cannot be applied toward the question posted before the offer was accepted. Our records indicate that you did not accept the subscription offer.
In the interest of maintaining goodwill, I have added a $20 credit to your account that you may use toward posting a question on our site within 30 days. Since this credit is promotional it is not refundable but we hope you give us another try.
Lastly, out customer support phone number is 888.862.9212 and can be found on our Help page here: http://ww2.justanswer.com/help
I hope that we have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had an issues with some swelling in my foot. I found a justanswer doctor online that was able to provide very helpful information in just a few minutes. I'll use this site again.
Excellent service when I needed help. It saved me a lot of time in doing research, and the service was very prompt and courteous.
My lawyer, [redacted], was great.