My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the [redacted] and I'd like to help with your concerns.
Firstly, I am sorry for any confusion you have experienced with our site. 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 $37 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 $32. While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively.
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'm sorry that you confused the deposit balance with the membership. Although it looks like you had signed up for our 7 day free trial, you had not been charged for the membership since you were still under the free trial. The membership plan is optional, not automatic. You can have a JustAnswer account where you pay per question, it is not mandatory to be on the membership plan.
I have checked your account and closed your question page. I see that you've already reversed the charges for the $32 and I've gone ahead processed a refund of your $5 deposit as well. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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, 2014/07/30) */
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.
International applicants are required to...
provide their passport number as a manner of identity verification.
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, 2015/02/02) */
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 that you didn't...
receive an answer to your real estate law question. Per our terms of service, we offer a 30 day money-back guaranty and I see that your request for a refund of the $36 payment for the question was made after 30 days. I've made an exception and have processed a refund of your payment.
The membership is customer-initiated which means that a customer must accept the offer to be enrolled. Upon reviewing your account, I see that the membership was used to post a question on 12/10/2014, however, the question was closed as a duplicate. In the interest of maintaining goodwill, I have processed six refunds of your membership payments. Combined with the question deposit refund mentioned above, the total refund is $252. 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 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
Initial Consumer Rebuttal /* (2000, 7, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did exactly what I claimed. Thanks.
Initial Business Response /* (1000, 5, 2014/06/11) */
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 inconvenience...
you've experienced with our site. Your questions have been deemed by the Experts on our site as homework questions even though they have been posted in another category. The subscription does not cover the homework categories which is why your questions have been locked. Here is a link to our FAQ which lists the categories that are included under the subscription: http://ww2.justanswer.com/help/can-i-ask-question-any-category-using-my-subscrip...⇄ />
Also, please review the Restricted activities section of our terms of service here: http://ww2.justanswer.com/terms-service-0#useraccounts
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 /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This information should be given prior to obtaining a subscription. I was offered a subscription after posting my first question, which was the same nature as the next 5 questions. This question type is not listed in any restricted activities. The company cancelled my subscription with the answers already locked in, so the experts had already done the work; I just couldn't get the answers. The cancellation occurred at night, but I was unable to speak with anyone about my problem until the following day. They do not follow their contract agreement plain and simple.
Final Business Response /* (4000, 9, 2014/06/19) */
Hello,
Thanks for your reply.
When accepting the subscription offer the customer also acknowledges that they have read and agree to our terms of service. We do not offer subscriptions to customers asking homework questions, however, your initial homework question was posted under an incorrect category which is why you received the offer.
Should you need help from a tutor, you may continue to use our site on a pay-per-question basis.
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, 2014/06/02) */
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 confusion you've...
experienced with our site. Upon reviewing your account, I see that your subscription was for $32 and that we processed a refund of that payment today. 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.
According to our records, we have charged you a total of $64 (see transaction list below). I am unable to locate any additional transactions. Please review your bank statement to confirm your charges from us. If there are additional charges not listed below, please let me know the date and amount of the charge as well as the last four digits of the card that was charged so that I may further investigate.
SubscriptionPayment for $32 on 5/23/2014 8:07:57 AM - Refunded
QuestionRemainderDeposit for $27 on 5/16/2014 10:11:13 PM - Captured
QuestionPartialDeposit for $5 on 5/16/2014 10:05:32 PM - Captured
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.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for clearing this matter up. I have received the refund of $32.00 today; and the other I understand is my responsibility. I see that 2 of those transactions were separate "pending posts", not sure they doubled the posts but everything has been cleared up.
Thank you very much;
and Thank you Revdex.com.
[redacted]
When we had a hurt baby calf we were feeling desperate. We received a speedy response from the Justask vet which gave us enough moral support to make it through our difficult situation.
Initial Business Response /* (1000, 5, 2014/12/03) */
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 confusion you've...
experienced with our site. To log in, we ask for the email address (or username) that you have registered with our site and the password that you have selected for your JustAnswer account, not the password associated with your email account. JustAnswer never asks customers for this information. This is the log in screen for your convenience: http://screencast.com/t/[redacted]
I see that on 11/21/2014 we processed a refund of your $5 deposit. You should have received the refund but please let me know if you have not.
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
Hello,My name is Chase 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 any confusion you have experienced with our site. Regarding...
our membership plan, it's completely opt in and we cannot sign customers up for this feature. There are two places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button. Here's a screenshot of a typical membership offer:[redacted]The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Here's a screenshot of the Offer Details page:[redacted]After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the charges. 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 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,ChaseSenior Customer Support Specialist
I was very pleased with how my experience went. I did not agree to a free trial, as my dog is 16, but for the one time fee the advice was quick, caring and I followed up with their advice. My baby is fine! I did have peace of mind that I was dealing with an expert. I have a lot of experience with veterinarians, and this was NOT a scam.
I posted a question regarding military law. I understand the deposit and the charge if the question was worthwhile, but what I received was a wrong answer. Additionally, I was re-billed for a renewal of subscription PRIOR to the new month started. I believe that I should be refunded my $58 and the $67 follow on subscription fee... at the very least not bill me unless I give positive feedback. I also understand you have your policies on your site, but thy are at best confusing and misleading, and leads me to believe that you do NOT value customer service, and "Take the money and run".
Initial Business Response /* (1000, 5, 2015/06/03) */
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 you account, I can see that you've already spoken with one of our customer service representatives and thay have locked both of your questions for privacy. Moving forward, the pages will not be accessible by anyone.
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 Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Do not waster your time or money with this service. I asked a car mechanic question and got the complete wrong answer. I had received a local mechanics advice to get a new hillholder installed for $483 in my Subaru. The just answer mechanic said he agreed based on the symptoms. I took it in to the Subaru dealer for a third opinion and they said the local mechanic and the justanswer guy are wrong. They said it was just a noise. The hillholder tested out fine and they charged me not a cent. This was back in Oct 2 2015. My car is doing great! Do not trust these guys, they do not ask enough qurestions..
Initial Business Response /* (1000, 5, 2015/05/18) */
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.
We're very sorry there was a problem...
with the question page you paid to unlock. We cannot guarantee the quality, applicability, or availability of answers posted by other customers. Your payment has been refunded, as requested. 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 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
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/15) */
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 or your husband may have experienced with our site.
When answering questions on JustAnswer, Experts only know the info they are supplied from the customer. We have many customers who have various issues with their Kindle products and we are always willing and able to help. Yes, we are a paid site and this is made clear at the onset of posting a question when customers are asked to choose a price for their answer. We have no way of knowing that you could have given him the password, the Expert helped on the page as he would any other customer.
With that being said, I've processed a refund of all of the charges. The funds should return to your account within 3-5 days, maybe sooner depending on your bank's policies. If you ever need to contact our customer support (at no additional charge), you can email us at [redacted]@justanswer.com or call us at[redacted].
Again, I apologize for any inconvenience or confusion. We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are always entitled to a full refund.
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, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/05) */
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 confusion you've...
experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, 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 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.
This payment process is displayed to the customer on the payment page of the question posting process. A question is not posted unless the customer confirms their payment details and accepts the terms. This information is also found on our How it works page here: http://ww2.justanswer.com/how-justanswer-works
Upon reviewing your account, I see that your $36 PayPal payment was reversed. You should have received the credit back to your PayPal account but please let me know if that is not the case.
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.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
This issue was resolved yesterday. Just Answer issue a refund for the 36.00 they inappropriately charged me for a service I never received. This standard practice for this company. They attempt to trick you into selecting a monthly membership that will automatically charge your card or paypal monthly. There is no way to avoid this selection. The Revdex.com should investigate their process because it is a scam. This is not my opinion but the truth. Investigate and you will see for yourself. The DO NOT deserve an A+ rating by your company. It is truly misleading to the end user.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/02/09) */
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 that you didn't...
receive an answer to your question and for the log-in trouble you experienced. Most questions are answered in a timely manner but response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Also, using the Forgot my password [redacted] generates a system password [redacted] should be used to log in, however, I'm unsure why the password [redacted] work for you. When a password ** reset twice, the customer must ensure that they are using the most recent system generated password ** log in as any previous password [redacted] when the password [redacted] tool is used again.
Upon reviewing your account, I see that the only charge made was a $5 deposit and this deposit was refunded to you on 2/2/2015. You should have already received this refund but please let me know if you have not and I will provide you with additional information to help locate the funds. You have not been charged for the remaining question balance of $15 since your question was cancelled.
Our customer care team is available to assist you 24/7 via email at [redacted]@justanswer.com or by phone at (XXX) XXX-XXXX.
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 Care Manager
Initial Business Response /* (1000, 5, 2015/01/30) */
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've...
experienced. Upon reviewing your account, I see that you enrolled into the monthly membership program when you posted your question on our site. The membership is customer-initiated and we never enroll a customer into the program unless they accept the offer.
I have cancelled the membership and as a courtesy, I have processed a refund of your $48 charge. I assure you that you will not receive any additional charges from us unless you use our service again.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */
They have agreed to refund the $48.00.Thank You for your services.
Submitted a question and received very prompt initial reply. The advice was good, and appropriate to my location. I was very satisfied with the response to both the initial question and the follow up questions.
transparent">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 [redacted] and I'd like to help with your concerns.
Firstly, I am sorry for any confusion you have experienced with our site. 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 $37 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 $32. While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively.
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'm sorry that you confused the deposit balance with the membership. Although it looks like you had signed up for our 7 day free trial, you had not been charged for the membership since you were still under the free trial. The membership plan is optional, not automatic. You can have a JustAnswer account where you pay per question, it is not mandatory to be on the membership plan.
I have checked your account and closed your question page. I see that you've already reversed the charges for the $32 and I've gone ahead processed a refund of your $5 deposit as well. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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, 2014/07/30) */
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.
International applicants are required to...
provide their passport number as a manner of identity verification.
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
Excellent help on line to my question
Initial Business Response /* (1000, 5, 2015/02/02) */
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 that you didn't...
receive an answer to your real estate law question. Per our terms of service, we offer a 30 day money-back guaranty and I see that your request for a refund of the $36 payment for the question was made after 30 days. I've made an exception and have processed a refund of your payment.
The membership is customer-initiated which means that a customer must accept the offer to be enrolled. Upon reviewing your account, I see that the membership was used to post a question on 12/10/2014, however, the question was closed as a duplicate. In the interest of maintaining goodwill, I have processed six refunds of your membership payments. Combined with the question deposit refund mentioned above, the total refund is $252. 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 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
Initial Consumer Rebuttal /* (2000, 7, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did exactly what I claimed. Thanks.
Initial Business Response /* (1000, 5, 2014/06/11) */
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 inconvenience...
you've experienced with our site. Your questions have been deemed by the Experts on our site as homework questions even though they have been posted in another category. The subscription does not cover the homework categories which is why your questions have been locked. Here is a link to our FAQ which lists the categories that are included under the subscription: http://ww2.justanswer.com/help/can-i-ask-question-any-category-using-my-subscrip...⇄ /> Also, please review the Restricted activities section of our terms of service here: http://ww2.justanswer.com/terms-service-0#useraccounts
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 /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This information should be given prior to obtaining a subscription. I was offered a subscription after posting my first question, which was the same nature as the next 5 questions. This question type is not listed in any restricted activities. The company cancelled my subscription with the answers already locked in, so the experts had already done the work; I just couldn't get the answers. The cancellation occurred at night, but I was unable to speak with anyone about my problem until the following day. They do not follow their contract agreement plain and simple.
Final Business Response /* (4000, 9, 2014/06/19) */
Hello,
Thanks for your reply.
When accepting the subscription offer the customer also acknowledges that they have read and agree to our terms of service. We do not offer subscriptions to customers asking homework questions, however, your initial homework question was posted under an incorrect category which is why you received the offer.
Should you need help from a tutor, you may continue to use our site on a pay-per-question basis.
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, 2014/06/02) */
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 confusion you've...
experienced with our site. Upon reviewing your account, I see that your subscription was for $32 and that we processed a refund of that payment today. 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.
According to our records, we have charged you a total of $64 (see transaction list below). I am unable to locate any additional transactions. Please review your bank statement to confirm your charges from us. If there are additional charges not listed below, please let me know the date and amount of the charge as well as the last four digits of the card that was charged so that I may further investigate.
SubscriptionPayment for $32 on 5/23/2014 8:07:57 AM - Refunded
QuestionRemainderDeposit for $27 on 5/16/2014 10:11:13 PM - Captured
QuestionPartialDeposit for $5 on 5/16/2014 10:05:32 PM - Captured
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.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for clearing this matter up. I have received the refund of $32.00 today; and the other I understand is my responsibility. I see that 2 of those transactions were separate "pending posts", not sure they doubled the posts but everything has been cleared up.
Thank you very much;
and Thank you Revdex.com.
[redacted]
When we had a hurt baby calf we were feeling desperate. We received a speedy response from the Justask vet which gave us enough moral support to make it through our difficult situation.
Initial Business Response /* (1000, 5, 2014/12/03) */
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 confusion you've...
experienced with our site. To log in, we ask for the email address (or username) that you have registered with our site and the password that you have selected for your JustAnswer account, not the password associated with your email account. JustAnswer never asks customers for this information. This is the log in screen for your convenience: http://screencast.com/t/[redacted]
I see that on 11/21/2014 we processed a refund of your $5 deposit. You should have received the refund but please let me know if you have not.
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
Hello,My name is Chase 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 any confusion you have experienced with our site. Regarding...
our membership plan, it's completely opt in and we cannot sign customers up for this feature. There are two places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button. Here's a screenshot of a typical membership offer:[redacted]The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Here's a screenshot of the Offer Details page:[redacted]After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the charges. 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 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,ChaseSenior Customer Support Specialist
I was very pleased with how my experience went. I did not agree to a free trial, as my dog is 16, but for the one time fee the advice was quick, caring and I followed up with their advice. My baby is fine! I did have peace of mind that I was dealing with an expert. I have a lot of experience with veterinarians, and this was NOT a scam.
I posted a question regarding military law. I understand the deposit and the charge if the question was worthwhile, but what I received was a wrong answer. Additionally, I was re-billed for a renewal of subscription PRIOR to the new month started. I believe that I should be refunded my $58 and the $67 follow on subscription fee... at the very least not bill me unless I give positive feedback. I also understand you have your policies on your site, but thy are at best confusing and misleading, and leads me to believe that you do NOT value customer service, and "Take the money and run".
Initial Business Response /* (1000, 5, 2015/06/03) */
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 you account, I can see that you've already spoken with one of our customer service representatives and thay have locked both of your questions for privacy. Moving forward, the pages will not be accessible by anyone.
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 Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Great value for the service. I have used this service twice. The mechanics are extremely knowledgeable. Highly recommend it. I
Do not waster your time or money with this service. I asked a car mechanic question and got the complete wrong answer. I had received a local mechanics advice to get a new hillholder installed for $483 in my Subaru. The just answer mechanic said he agreed based on the symptoms. I took it in to the Subaru dealer for a third opinion and they said the local mechanic and the justanswer guy are wrong. They said it was just a noise. The hillholder tested out fine and they charged me not a cent. This was back in Oct 2 2015. My car is doing great! Do not trust these guys, they do not ask enough qurestions..
Initial Business Response /* (1000, 5, 2015/05/18) */
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.
We're very sorry there was a problem...
with the question page you paid to unlock. We cannot guarantee the quality, applicability, or availability of answers posted by other customers. Your payment has been refunded, as requested. 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 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
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/15) */
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 or your husband may have experienced with our site.
When answering questions on JustAnswer, Experts only know the info they are supplied from the customer. We have many customers who have various issues with their Kindle products and we are always willing and able to help. Yes, we are a paid site and this is made clear at the onset of posting a question when customers are asked to choose a price for their answer. We have no way of knowing that you could have given him the password, the Expert helped on the page as he would any other customer.
With that being said, I've processed a refund of all of the charges. The funds should return to your account within 3-5 days, maybe sooner depending on your bank's policies. If you ever need to contact our customer support (at no additional charge), you can email us at [redacted]@justanswer.com or call us at[redacted].
Again, I apologize for any inconvenience or confusion. We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are always entitled to a full refund.
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, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/05) */
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 confusion you've...
experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, 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 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.
This payment process is displayed to the customer on the payment page of the question posting process. A question is not posted unless the customer confirms their payment details and accepts the terms. This information is also found on our How it works page here: http://ww2.justanswer.com/how-justanswer-works
Upon reviewing your account, I see that your $36 PayPal payment was reversed. You should have received the credit back to your PayPal account but please let me know if that is not the case.
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.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
This issue was resolved yesterday. Just Answer issue a refund for the 36.00 they inappropriately charged me for a service I never received. This standard practice for this company. They attempt to trick you into selecting a monthly membership that will automatically charge your card or paypal monthly. There is no way to avoid this selection. The Revdex.com should investigate their process because it is a scam. This is not my opinion but the truth. Investigate and you will see for yourself. The DO NOT deserve an A+ rating by your company. It is truly misleading to the end user.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/02/09) */
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 that you didn't...
receive an answer to your question and for the log-in trouble you experienced. Most questions are answered in a timely manner but response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Also, using the Forgot my password [redacted] generates a system password [redacted] should be used to log in, however, I'm unsure why the password [redacted] work for you. When a password ** reset twice, the customer must ensure that they are using the most recent system generated password ** log in as any previous password [redacted] when the password [redacted] tool is used again.
Upon reviewing your account, I see that the only charge made was a $5 deposit and this deposit was refunded to you on 2/2/2015. You should have already received this refund but please let me know if you have not and I will provide you with additional information to help locate the funds. You have not been charged for the remaining question balance of $15 since your question was cancelled.
Our customer care team is available to assist you 24/7 via email at [redacted]@justanswer.com or by phone at (XXX) XXX-XXXX.
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 Care Manager
Initial Business Response /* (1000, 5, 2015/01/30) */
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've...
experienced. Upon reviewing your account, I see that you enrolled into the monthly membership program when you posted your question on our site. The membership is customer-initiated and we never enroll a customer into the program unless they accept the offer.
I have cancelled the membership and as a courtesy, I have processed a refund of your $48 charge. I assure you that you will not receive any additional charges from us unless you use our service again.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */
They have agreed to refund the $48.00.Thank You for your services.
Submitted a question and received very prompt initial reply. The advice was good, and appropriate to my location. I was very satisfied with the response to both the initial question and the follow up questions.