I am amazed by this organization. The doctor that helped me was more than informative, he was educating. I learned about my pet's problem and was able that day to begin working on a solution. The entire experience from opening an account to paying the bill to reading the answers was a fantastic experience.
Initial Business Response /* (1000, 6, 2014/07/25) */
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 that you didn't receive...
an answer in a timely manner. Although we cannot predict response time, most questions are answered in a timely manner - oftentimes within minutes.
Upon reviewing your account, I see that you posted your customer service inquiry as a question on our site and not through our customer service help desk. This is why you received a charge for your customer service question.
If a customer is not satisfied with the help they've received, we'd gladly offer a refund of your payment. I see that we processed a refund of your question deposit as well as the deposit you paid for your customer service question for a total refund of $10.
I see that the Expert posted another reply to you but that you haven't viewed it. I'll provide her answer here at no charge to you:
"These three companies...all appear to be less than legitimate. All three have numerous complaints lodged against them. IN all likelihood, your autographed guitar is a fake. Sorry to be the bearer of bad tidings.'''
Also, I apologize that you weren't able to get through to our customer support phone center. Our business hours are 6am to 6pm PST and we offer email support 24/7.
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 /* (3000, 8, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response was nothing but apologies thus admitting guilt. My complaint was "lack of service" that will always stand. No further action on your part is needed as I seek no financial damage. POINT MADE. Just Google them. I still do not believe they deserve an A+ rating...
Initial Business Response /* (1000, 5, 2015/12/01) */
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.
When you signed up for your free 7 day trial, you were able to post unlimited questions for 7 days at no additional cost. At the end of the 7 days, the membership charges automatically for the firs month's membership which accounts for the $28 charge. You were not charged for the additional question/s you posted.
I see that you've been in contact with our customer service department after you made this complaint. I can confirm that your membership was turned off. You may still post questions at no additional cost until the end of your billing cycle on 12/20/2015. If you still want me to refund the $28 charge, I can do that, however your membership benefits would end at the point of refund.
If you still want the $28 refunded, please send me an email at [redacted]@justanswer.com along with the email address on your JustAnswer account and I will process it for you.
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, 2015/12/14) */
I contacted [redacted] and he said he would refund the $28.00 but so far I have not seen it. I will advise when it is received.
Excellent information from field expert was provided. After years of searching for information on an antique piece and finding dead ends, JustAnswer provided me with a goldmine of very detailed, background history on my piece in less than 35 minutes! Wonderful experience and well worth the fee paid!
I am very pleased with the technician and his advice and solutions to my issues I had with my furnace !! His approach was completely professional, and he was very thorough and helped me come to a resolve very quickly!! I will definitely recommend JustAnswer[redacted] to my friends, family , and everyone I know !! Thank you so very much !!
I know there are a lot of negative reviews out there about JustAnswer (I read them after I found out I had a problem) and I thought I'd just share a positive outcome to my problem with them. I requested and paid for an online consultation with a vet. Somehow, I also got signed up for a membership at $55 per month. When I realized this, I had already been billed for 4 monthly payments. (Yeah, I really need to look at those credit card statements more often.) I contacted JustAnswer through their website, and received a personal reply within 24 hours, with a promise that my membership charges would be refunded. Within 2 days, all four of the monthly charges ($55 each) had been refunded to my credit card. True, I wish the fact that I was signing up for a membership in addition to paying for my one question had been more clear, but they took care of the problem quickly. Good experience.
Initial Business Response /* (1000, 5, 2015/09/08) */
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.
JustAnswer is a public forum, therefore questions, answers, and other posts on JustAnswer are not private or confidential. After checking the link you've provided, I can see that your information has already been removed from the question page.
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, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/08) */
Hello [redacted],
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.
We're sorry for any inconvenience. It...
looks like you accepted a free trial offer to try our subscription program. At the end of the trial, the subscription bills automatically to avoid disruptions in service. It is evident that you did not intend to continue with the subscription after the trial ended, and as you requested we have cancelled the subscription and issued a refund for the charges as of 12/31/2014.
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, 2015/12/16) */
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.
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 $45 as the total cost for your question. Normally, 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 since you used PayPal, the entire amount was taken when the Expert responded. Paypal is unable to break the deposits up as we do with credit cards. Again, I apologize for any inconvenience or confusion this caused.
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 can see that you have already reversed the funds back to your Paypal account. You should see them 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 Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It may look like it your account, but according to my Paypal account the full amount was paid to your business. The amount has never been refunded to me.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/06) */
Hello,
Thank you for your response.
Since you reversed the charges, you should not see a charge on your PayPal at all. You can check with Paypal using the invoice id XXXXXXXX to confirm that the charge was either cancelled or returned. If you are still having a problem, you can email me directly at [redacted]@justanswer.com and I will assist further.
[redacted]
Senior Customer Support Specialist
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have checked with Paypal several times and you did get the money. Lucky for you that Paypal actually did the correct thing and refunded my money since it is apparent you have no intention of honoring what you state on your website. I did not get the answer, you took my money and have been refusing to give it back. I know you got the money from Paypal and I never got it returned from you. No reason for you to keep telling me it got returned from you when you didn't. I can see it all on my Paypal account.
The avian veterinary expert is definitely praise-worthy! I needed advice about a parrot egg in an incubator that was about to hatch. I wasn't sure exactly how the process worked. But, I was successfully guided by the expert, who eased my mind of any concerns.
This is the second time I've used JustAnswer for avian veterinary advice with an egg laid by one of my pionus parrots. The first time I was helped by a different avian vet. She was also extremely knowledgeable and offered great support and information. I couldn't recommend this company more highly for your avian queries.
Initial Business Response /* (1000, 5, 2014/02/18) */
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. It appears that you posted a legal question on our site on 2/13/2014. I see that we processed refunds of your $5 and $31 deposits on 2/13/2014. I did not see a charge of $35 on your account so if you received a charge of $35, please let me know and I will further investigate.
Please let me explain how our payment system works. Before question is posted to 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 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 is distributed to the Expert only after the customer gives their answer a positive rating.
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 by following this link:
http://www.justanswer.com/refund/refund.aspx
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.
Warm regards,
[redacted]
Customer Support Supervisor
Due to circumstances I did not need the information that was provided to me and cancelled my request and received a full refund of my 5 dollars and my 43 dollars. I could not be more satisfied with Just ask. Thank you!
Initial Business Response /* (1000, 5, 2014/10/30) */
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 we were unable to...
connect you with an Expert in a timely manner but I'm glad that you were able to solve your issue. Sometimes Experts will ask for more information about questions in order to give the most accurate answer. Upon reviewing your question page, I don't see any reference to the software, Autocad, so that is most likely why the Expert had to ask you for that detail.
Since you didn't receive the help you needed, I have issued a full refund of your question price, $38. 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.
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, 2014/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response particularly because the company refunded all of my money, so I have to be satisfied. However, they still seem to think that their technician had cause to ask me the type of software I was using. I think not because their web site responded automatically to the particular type of sofware that I was using as if this was one of the types that they covered. Therefore when I asked the question I did not think even for one second that I needed to say anything so fundamental to the question as the type of software. I surely thought that using the vernacular of the software was sufficient because the web site said that the technician was particularly suited to answer the question. I think that the company should look at this explanation as free information that I feel that I should give because of being satisfied with the refund.
Initial Business Response /* (1000, 5, 2015/01/30) */
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 trouble...
you've experienced with our site. I assure you that we are not a fraudulent vendor. Also, we do not advertise that we are a free site or that answers are free, however, we do offer a monthly membership program that comes with a free 7 day trial. Please share a screenshot of the advertisement you viewed for further investigation. Upon reviewing your account, I see that you enrolled into the membership program after you posted your question to our site. The membership is not retroactive and it only applies to questions posted after enrollment. I have cancelled your membership and you will not receive any charges from us.
Furthermore, I reviewed the conversation you had with our customer care agent and I sincerely apologize for the experience. We've reached out to this agent to review this call and have provided coaching.
The deposit of $5 to your account was voided on 1/24/2015 and we have not received any additional charges.
As a courtesy, I have sent a separate email to you of the Expert's answer to your musical instrument appraisal 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]
Customer Care Manager
Initial Business Response /* (1000, 5, 2014/06/13) */
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.
JustAnswer does not enroll a customer into...
a subscription unless the customer accepts the subscription offer. I'm unable to review your account to determine details of the enrollment as the email address you've used for this complaint is not affiliated with any of our accounts. Please let me know if you've registered another email address on our site. If not, kindly provide me with the first six and last four digits of the card that was charged so that I may locate the related account. I can assure you that I will only use this information to locate the account and assist you with your concerns.
I look forward to your reply.
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.)
first X: XXXXXX
last X: XXXX
Final Business Response /* (4000, 9, 2014/06/19) */
Hello,
Thank you for your reply and for providing your payment information.
I was able to locate an account and see that the credit card was used to post a tax question on our site on 2/28/2014. The person who posted this question also enrolled into a monthly subscription program at $16 per month.
I see that we processed a refund of all (4) $16 subscription charges on 6/11/2014. You should have already received the credits but let me know if you have not and I can provide you with reference numbers for the refunds. I can assure you that the subscription has been cancelled and you will not receive any recurring charges from us.
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
they did not provide any more information then I got off the internet myself, the so called tech did not read my problem correctly, did not solve my problem and still took $28.00. total b.s
Wonderful service. AAA+++ all the way. Great, fast answer. I couldn't be more satisfied!
I am amazed by this organization. The doctor that helped me was more than informative, he was educating. I learned about my pet's problem and was able that day to begin working on a solution. The entire experience from opening an account to paying the bill to reading the answers was a fantastic experience.
Comprehensive answer
Very quick service
Initial Business Response /* (1000, 6, 2014/07/25) */
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 that you didn't receive...
an answer in a timely manner. Although we cannot predict response time, most questions are answered in a timely manner - oftentimes within minutes.
Upon reviewing your account, I see that you posted your customer service inquiry as a question on our site and not through our customer service help desk. This is why you received a charge for your customer service question.
If a customer is not satisfied with the help they've received, we'd gladly offer a refund of your payment. I see that we processed a refund of your question deposit as well as the deposit you paid for your customer service question for a total refund of $10.
I see that the Expert posted another reply to you but that you haven't viewed it. I'll provide her answer here at no charge to you:
"These three companies...all appear to be less than legitimate. All three have numerous complaints lodged against them. IN all likelihood, your autographed guitar is a fake. Sorry to be the bearer of bad tidings.'''
Also, I apologize that you weren't able to get through to our customer support phone center. Our business hours are 6am to 6pm PST and we offer email support 24/7.
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 /* (3000, 8, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response was nothing but apologies thus admitting guilt. My complaint was "lack of service" that will always stand. No further action on your part is needed as I seek no financial damage. POINT MADE. Just Google them. I still do not believe they deserve an A+ rating...
Initial Business Response /* (1000, 5, 2015/12/01) */
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.
When you signed up for your free 7 day trial, you were able to post unlimited questions for 7 days at no additional cost. At the end of the 7 days, the membership charges automatically for the firs month's membership which accounts for the $28 charge. You were not charged for the additional question/s you posted.
I see that you've been in contact with our customer service department after you made this complaint. I can confirm that your membership was turned off. You may still post questions at no additional cost until the end of your billing cycle on 12/20/2015. If you still want me to refund the $28 charge, I can do that, however your membership benefits would end at the point of refund.
If you still want the $28 refunded, please send me an email at [redacted]@justanswer.com along with the email address on your JustAnswer account and I will process it for you.
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, 2015/12/14) */
I contacted [redacted] and he said he would refund the $28.00 but so far I have not seen it. I will advise when it is received.
Excellent information from field expert was provided. After years of searching for information on an antique piece and finding dead ends, JustAnswer provided me with a goldmine of very detailed, background history on my piece in less than 35 minutes! Wonderful experience and well worth the fee paid!
I am very pleased with the technician and his advice and solutions to my issues I had with my furnace !! His approach was completely professional, and he was very thorough and helped me come to a resolve very quickly!! I will definitely recommend JustAnswer[redacted] to my friends, family , and everyone I know !! Thank you so very much !!
I know there are a lot of negative reviews out there about JustAnswer (I read them after I found out I had a problem) and I thought I'd just share a positive outcome to my problem with them. I requested and paid for an online consultation with a vet. Somehow, I also got signed up for a membership at $55 per month. When I realized this, I had already been billed for 4 monthly payments. (Yeah, I really need to look at those credit card statements more often.) I contacted JustAnswer through their website, and received a personal reply within 24 hours, with a promise that my membership charges would be refunded. Within 2 days, all four of the monthly charges ($55 each) had been refunded to my credit card. True, I wish the fact that I was signing up for a membership in addition to paying for my one question had been more clear, but they took care of the problem quickly. Good experience.
Initial Business Response /* (1000, 5, 2015/09/08) */
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.
JustAnswer is a public forum, therefore questions, answers, and other posts on JustAnswer are not private or confidential. After checking the link you've provided, I can see that your information has already been removed from the question page.
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, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/08) */
Hello [redacted],
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.
We're sorry for any inconvenience. It...
looks like you accepted a free trial offer to try our subscription program. At the end of the trial, the subscription bills automatically to avoid disruptions in service. It is evident that you did not intend to continue with the subscription after the trial ended, and as you requested we have cancelled the subscription and issued a refund for the charges as of 12/31/2014.
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, 2015/12/16) */
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.
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 $45 as the total cost for your question. Normally, 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 since you used PayPal, the entire amount was taken when the Expert responded. Paypal is unable to break the deposits up as we do with credit cards. Again, I apologize for any inconvenience or confusion this caused.
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 can see that you have already reversed the funds back to your Paypal account. You should see them 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 Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It may look like it your account, but according to my Paypal account the full amount was paid to your business. The amount has never been refunded to me.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/06) */
Hello,
Thank you for your response.
Since you reversed the charges, you should not see a charge on your PayPal at all. You can check with Paypal using the invoice id XXXXXXXX to confirm that the charge was either cancelled or returned. If you are still having a problem, you can email me directly at [redacted]@justanswer.com and I will assist further.
[redacted]
Senior Customer Support Specialist
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have checked with Paypal several times and you did get the money. Lucky for you that Paypal actually did the correct thing and refunded my money since it is apparent you have no intention of honoring what you state on your website. I did not get the answer, you took my money and have been refusing to give it back. I know you got the money from Paypal and I never got it returned from you. No reason for you to keep telling me it got returned from you when you didn't. I can see it all on my Paypal account.
The avian veterinary expert is definitely praise-worthy! I needed advice about a parrot egg in an incubator that was about to hatch. I wasn't sure exactly how the process worked. But, I was successfully guided by the expert, who eased my mind of any concerns.
This is the second time I've used JustAnswer for avian veterinary advice with an egg laid by one of my pionus parrots. The first time I was helped by a different avian vet. She was also extremely knowledgeable and offered great support and information. I couldn't recommend this company more highly for your avian queries.
Excellent service and quick response.
Initial Business Response /* (1000, 5, 2014/02/18) */
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. It appears that you posted a legal question on our site on 2/13/2014. I see that we processed refunds of your $5 and $31 deposits on 2/13/2014. I did not see a charge of $35 on your account so if you received a charge of $35, please let me know and I will further investigate.
Please let me explain how our payment system works. Before question is posted to 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 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 is distributed to the Expert only after the customer gives their answer a positive rating.
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 by following this link:
http://www.justanswer.com/refund/refund.aspx
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.
Warm regards,
[redacted]
Customer Support Supervisor
Due to circumstances I did not need the information that was provided to me and cancelled my request and received a full refund of my 5 dollars and my 43 dollars. I could not be more satisfied with Just ask. Thank you!
Initial Business Response /* (1000, 5, 2014/10/30) */
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 we were unable to...
connect you with an Expert in a timely manner but I'm glad that you were able to solve your issue. Sometimes Experts will ask for more information about questions in order to give the most accurate answer. Upon reviewing your question page, I don't see any reference to the software, Autocad, so that is most likely why the Expert had to ask you for that detail.
Since you didn't receive the help you needed, I have issued a full refund of your question price, $38. 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.
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, 2014/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response particularly because the company refunded all of my money, so I have to be satisfied. However, they still seem to think that their technician had cause to ask me the type of software I was using. I think not because their web site responded automatically to the particular type of sofware that I was using as if this was one of the types that they covered. Therefore when I asked the question I did not think even for one second that I needed to say anything so fundamental to the question as the type of software. I surely thought that using the vernacular of the software was sufficient because the web site said that the technician was particularly suited to answer the question. I think that the company should look at this explanation as free information that I feel that I should give because of being satisfied with the refund.
Initial Business Response /* (1000, 5, 2015/01/30) */
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 trouble...
you've experienced with our site. I assure you that we are not a fraudulent vendor. Also, we do not advertise that we are a free site or that answers are free, however, we do offer a monthly membership program that comes with a free 7 day trial. Please share a screenshot of the advertisement you viewed for further investigation. Upon reviewing your account, I see that you enrolled into the membership program after you posted your question to our site. The membership is not retroactive and it only applies to questions posted after enrollment. I have cancelled your membership and you will not receive any charges from us.
Furthermore, I reviewed the conversation you had with our customer care agent and I sincerely apologize for the experience. We've reached out to this agent to review this call and have provided coaching.
The deposit of $5 to your account was voided on 1/24/2015 and we have not received any additional charges.
As a courtesy, I have sent a separate email to you of the Expert's answer to your musical instrument appraisal 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]
Customer Care Manager
Initial Business Response /* (1000, 5, 2014/06/13) */
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.
JustAnswer does not enroll a customer into...
a subscription unless the customer accepts the subscription offer. I'm unable to review your account to determine details of the enrollment as the email address you've used for this complaint is not affiliated with any of our accounts. Please let me know if you've registered another email address on our site. If not, kindly provide me with the first six and last four digits of the card that was charged so that I may locate the related account. I can assure you that I will only use this information to locate the account and assist you with your concerns.
I look forward to your reply.
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.)
first X: XXXXXX
last X: XXXX
Final Business Response /* (4000, 9, 2014/06/19) */
Hello,
Thank you for your reply and for providing your payment information.
I was able to locate an account and see that the credit card was used to post a tax question on our site on 2/28/2014. The person who posted this question also enrolled into a monthly subscription program at $16 per month.
I see that we processed a refund of all (4) $16 subscription charges on 6/11/2014. You should have already received the credits but let me know if you have not and I can provide you with reference numbers for the refunds. I can assure you that the subscription has been cancelled and you will not receive any recurring charges from us.
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
I WAS CONNECTED TO DR. [redacted] FOR A SECOND TIME AND SHE WAS ABLE TO HELP ME WITH MY PROBLEM WITH MY DIABETIC TOY MANCHESTER TERRIER.
they did not provide any more information then I got off the internet myself, the so called tech did not read my problem correctly, did not solve my problem and still took $28.00. total b.s