I had a positive and pleasant experience with this company. I did have to pay $19 but in the long run it saved me hundreds of dollars if I had taken my dog to the emergency vet that night. [redacted] gave me piece of mind and said that because of my dogs behavior, I could wait until the morning and follow up with my vet. I did just that and he is now under vets care. I didn't know this site existed, I was looking for some answers on the net when I stumbled on this site.
I had an issue with my email account. I did not have to wait long to get a response from my tech. I did what I was advised to do and I no longer have an issue with my emails.
I love Just Answer. Very fast and they know what they are doing.
I have a water heater problem that is bigger than my abilities. I connected with an HVAC expert who was able to walk me through some additional testing. Spoke plainly and understandably even after I had to ask a really basic question for clarification.
I will definitely use this service in the future!
PS While reading reviews I saw that there are Veterinarians to answer appropriate questions also. Good to know this is for a wide range of topics!
It was a really great feeling to have your questions answered by someone who listens. I would recommend JustAnswer to anyone who needs help. It is affordable and you really do receive value for your money.
Initial Business Response /* (1000, 5, 2014/11/24) */
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 experience you...
had on our site. I've reported the Expert for their behavior as they should not have continued to engage with you after it was clear that you did not want their help.
Also, the email notifications you received were not sent by the Expert. JustAnswer sends email notifications to customers when an Expert responds to their question. I assure you that I've turned off the email notifications for this question.
You mention that you got kicked off of the site. Can you tell me more about what happened? Did you receive an error message? We do not ever prevent customers from using the site, nor do we terminate sessions based on rating or activity on the site, so I wonder if there was a site-wide issue that happened to occur when you were on.
In reviewing your account, I see that on 11/20/2014 we processed a $46 refund of your subscription payment to your PayPal account and we have processed a refund of the other charges you've disputed through PayPal of $3.20 and $16. You should receive the funds in your PayPal account within 3-5 business days but it usually takes less time than that.
In the interest of maintaining goodwill, I have added a credit to your account of $25 to use toward a future question on our site within the next 30 days. Since this 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, 2014/05/08) */
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 very sorry for the loss of...
Smokey. Our platform allows customers to converse with Experts in a fashion similar to a conversation. Sometimes Experts will ask for additional information from the customer to provide a more accurate response. The Expert who responded to your vet question posted an answer which you have not yet viewed. if you are still interested in viewing their response, I've provided a link to your question page:[redacted]
In the interest of maintaining goodwill, I have refunded your $36 charge and added a promotional credit to your account of the same amount to use toward another question on our site within 30 days.
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 Business Response /* (1000, 5, 2015/08/12) */
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 am sorry for the problems...
you have experienced with our site.
While most questions are answered in a timely manner, response time can sometimes be affected by time of day, how many Experts are online and the amount of Experts familiar with your specific problem. After checking your account, I can see that you did get an answer from an Expert a few hours after you posted. That is not our normal wait time and I apologize that you did not get a more timely response.
Per your request, I've gone ahead and processed a refund of your deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank's policies.
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, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Had a water pressure issue. (Not a simple question either I've done quite a bit of plumbing/pipe fitting and was also a instructor at one time teaching construction trades) This one had me stumped. Sent the email with my question. Paid an extra $15 or so since I'm not good at typing and was surprised when [redacted], master plumber from Massachusetts, immediately returned my call and spoke with me in detail about my issue and what the probable cause was most likely to be. Did exactly as he instructed and the problem is fixed no parts needed no extra expense. This service is a great deal and a whole lot cheaper than calling a pro to your home. Thanks to [redacted] and Just Answer for helping me out. Great experience. And yes I'm a real person who needed help.
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 confusion you've...
experienced with our site and that you didn't get an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner - usually within 8 minutes. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions.
Furthermore, 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.
Here is a screenshot of the deposit information that is located on the payment page of the site: http://screencast.com/t/[redacted]
All customers must acknowledge and accept the payment terms before their question can be posted.
Upon reviewing your account, I see that we processed a refund of your $5 charge on 10/31/2014.
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
Consumer Response /* (3000, 13, 2015/01/08) */
This was not resolved. all they did was send letters explaining why they took my money. then they sent me some 25% off my next question discount... REALLY? sorry but that is not a resolution and now they are dancing around the refund not giving me my money back after I requested a refund. I cant make any headway vs them. I should get interest for the money they have of mine.
at this point its not worth the time to go after them anymore which is what I think they do on purpose to make money. pretty much a scam as far as I am concerned. they provided no service at all and still charged me then refunded me the money to a gift card that is long since gone because I figured they just ripped me off and I would never get anything out of them or it would be so much of a hassle that I would stop due to it being a low amount of money. I sure would like to see how many pre deposits they take in each year I bet they steal from thousands of people.
Business Response /* (4000, 15, 2015/01/12) */
Hello.
Thank you for your reply.
As mentioned in my previous email, we processed a refund of your $5 deposit on 10/31/2014.
Please let me know if you have not received the refund and I will further investigate.
Best regards,
[redacted]
Customer Support Manager
December 15, 2016. I am a customer, I paid the $5.00 and then asked my question. I was satisfied with the expert's answer. Then lo and behold when I checked my bank statement another $17 was taken out. No mention of this was on the Just Answer website. I feel that this extra money was stolen from me. I would have paid this to the expert if I had been asked. Sneaky business tactic!!!
I had a serious question regarding my dog consuming liquid ant bait. JustAnswer.com was quick to send me to a page to enter my credit card information. I paid and after 30 minutes I had not received a response so I called. I was on hold for several more minutes before someone answered. I was told my credit card was charged but my question was not posted. At worst case there is a huge flaw in their system however I suspect this is a scam operation. BEWARE
Initial Business Response /* (1000, 5, 2015/04/16) */
Hello,
My name is [redacted] and I am with the customer care team at **. 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 and that you didn't receive a response within your expected time frame. While we 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.
Also, please let me explain how our payment system works. When asking a question on our site, the customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price, in your case due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied.
Upon reviewing your account, I see that the charge for the remaining question price failed which is why you were prompted for payment when you went back to the site to view the Expert's response.
As requested, I have processed a refund of your $5 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 we are 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://my.justanswer.com/account/orderhistory Or, you can always contact our support team at [redacted]@justanswer.com or toll free at (XXX) XXX-XXXX - we're available 24/7.
Finally, please let me know if you still need assistance with your appliance question or if you have another question for an Expert on our site (we have hundreds of categories) and I will facilitate it for you for free.
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
For it been Christmas day, the response time was very quick, I did not expect any for at least a day. With very few questions from the pro, [redacted], he was able to offer a solution to my question. I am very impressed and wish to thank him again.
Initial Business Response /* (1000, 5, 2014/04/01) */
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 your account and see that you posted one question under our Dog Veterinarian category on 3/19/2014 and that an Expert replied to your question about one minute after you posted it. Also, I see that you were able to view the Expert's response but I do not see on the question page that a you posted a response to the Expert after that. I'm unsure if there was a bug in our system that caused your reply to not post to the page. I apologize if this was the case.
For your information, this is the message sent to you by the Expert:
Doctor * : Hi, this is Doctor * and I'd be happy to assist you. I'm sorry your dog has lymphoma - that has to be one of the hardest parts of my job.
Doctor * : Has your vet talked to you about instituting prednisone as chemotherapy to give her more time? It is a cheap medication and can actually replace the use of her rimadyl (it's never recommended to give rimadyl and prednisone together).
Doctor * : As for the aspirin - I would hold off until you've discussed possible prednisone with your vet - it's an okay pain medication but lasts in the blood for two weeks, meaning that no other steroids or non-steroidals can be given at that time.
Also, in reviewing our email records, I see that we received two emails from you and replied to both. I apologize if you did not receive our responses.
Your question has been closed and I have processed a refund of your $19 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 have also deleted your payment information and closed 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.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance.The above response was not posted to me until now. I do accept this resolution to my complaint. The Revdex.com helped by addressing this issue.
This was a great service for me. I was having problems with sending my emails, could receive but not send. It was extremely frustrating and since I am not a "techie" I had no idea what to do or where to start. I googled the problem and this company came up. I decided to try it and it was great! Within 1/2 hour everything was working normally again. It was well worth the time and a value for the money. I would definitely recommend this company based upon my one-time experience.
Initial Business Response /* (1000, 5, 2015/10/18) */
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.
Firstly, I am sorry for the...
confusion you have experienced with our site. Unfortunately after checking our files, we do not have any correspondence from the email address you provided here. If we had received an email request for a refund it would have been handled promptly per our 100% customer guarantee promise.
Regarding the deposit, 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 $28 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 $23. The funds are not transferred to the Expert until you rate them satisfactorily, until then, the funds remain in your JustAnswer account to be used for another question or processed as a refund upon request within 30 days.
Per your request, I have closed your question page and processed a refund of your deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
Regarding your Expert, sometimes when it comes to fixing items, they may think that you have more experience or knowledge than you do. It's perfectly fine to tell them you're not clear on their information or instructions and ask them to repeat it in a way that makes sense to you. I'm sorry your Expert did not do that from the start.
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, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I checked my credit card account by phone just now and was told that two different deposits had been made; one for $23 and one for $5 (the deposit). Although I agreed to the $5 deposit and was only wanting the $23 that had been charged at the same time, I am satisfied with this outcome.
I do want to correct two things in the Just Answer response. The first is I was never given a choice about the cost of this service. I was told there would be a $5 deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $23. Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $23.
Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from me. I also told them I viewed as fraud their charges for both deposit and balance at the same time. I asked for the $23 to be retuned to me, and I was well within the 30 day period. It wasn't until I filed a complaint with Revdex.com that I was able to get satisfactory results.
Thank you so much for your help.
[redacted] A [redacted]
My wife's BMW had a warning light came on so she looked it up in the owner's manual. She was concerned about driving it and our mechanic was closed for the holiday weekend. I called JustAnswer and got the information I needed from a qualified professional. It was OK to drive the car the few miles she had to over the weekend.
Initial Business Response /* (1000, 5, 2015/03/13) */
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. Upon reviewing your account, I see that your membership was cancelled on 1/28/2015 and that we processed a refund of $53 on the same day. The last charge to your account was 12/28/2014. Could it be that the charge you are seeing from 1/29/2015 is actually a credit for the refund processed on 1/28/2015? If it is, in fact, a charge, please send an email to me at [redacted]@justanwer.com with the first six and last four digits of the card charged so that I can locate the charge in our records.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
I had a positive and pleasant experience with this company. I did have to pay $19 but in the long run it saved me hundreds of dollars if I had taken my dog to the emergency vet that night. [redacted] gave me piece of mind and said that because of my dogs behavior, I could wait until the morning and follow up with my vet. I did just that and he is now under vets care. I didn't know this site existed, I was looking for some answers on the net when I stumbled on this site.
I had an issue with my email account. I did not have to wait long to get a response from my tech. I did what I was advised to do and I no longer have an issue with my emails.
I love Just Answer. Very fast and they know what they are doing.
Again, Thank You
I have a water heater problem that is bigger than my abilities. I connected with an HVAC expert who was able to walk me through some additional testing. Spoke plainly and understandably even after I had to ask a really basic question for clarification.
I will definitely use this service in the future!
PS While reading reviews I saw that there are Veterinarians to answer appropriate questions also. Good to know this is for a wide range of topics!
Great and speedy service. Was amazed out how quickly and how informative the answer was.
It was a really great feeling to have your questions answered by someone who listens. I would recommend JustAnswer to anyone who needs help. It is affordable and you really do receive value for your money.
Initial Business Response /* (1000, 5, 2014/11/24) */
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 experience you...
had on our site. I've reported the Expert for their behavior as they should not have continued to engage with you after it was clear that you did not want their help.
Also, the email notifications you received were not sent by the Expert. JustAnswer sends email notifications to customers when an Expert responds to their question. I assure you that I've turned off the email notifications for this question.
You mention that you got kicked off of the site. Can you tell me more about what happened? Did you receive an error message? We do not ever prevent customers from using the site, nor do we terminate sessions based on rating or activity on the site, so I wonder if there was a site-wide issue that happened to occur when you were on.
In reviewing your account, I see that on 11/20/2014 we processed a $46 refund of your subscription payment to your PayPal account and we have processed a refund of the other charges you've disputed through PayPal of $3.20 and $16. You should receive the funds in your PayPal account within 3-5 business days but it usually takes less time than that.
In the interest of maintaining goodwill, I have added a credit to your account of $25 to use toward a future question on our site within the next 30 days. Since this 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, 2014/05/08) */
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 very sorry for the loss of...
Smokey. Our platform allows customers to converse with Experts in a fashion similar to a conversation. Sometimes Experts will ask for additional information from the customer to provide a more accurate response. The Expert who responded to your vet question posted an answer which you have not yet viewed. if you are still interested in viewing their response, I've provided a link to your question page:[redacted]
In the interest of maintaining goodwill, I have refunded your $36 charge and added a promotional credit to your account of the same amount to use toward another question on our site within 30 days.
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 Business Response /* (1000, 5, 2015/08/12) */
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 am sorry for the problems...
you have experienced with our site.
While most questions are answered in a timely manner, response time can sometimes be affected by time of day, how many Experts are online and the amount of Experts familiar with your specific problem. After checking your account, I can see that you did get an answer from an Expert a few hours after you posted. That is not our normal wait time and I apologize that you did not get a more timely response.
Per your request, I've gone ahead and processed a refund of your deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank's policies.
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, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Had a water pressure issue. (Not a simple question either I've done quite a bit of plumbing/pipe fitting and was also a instructor at one time teaching construction trades) This one had me stumped. Sent the email with my question. Paid an extra $15 or so since I'm not good at typing and was surprised when [redacted], master plumber from Massachusetts, immediately returned my call and spoke with me in detail about my issue and what the probable cause was most likely to be. Did exactly as he instructed and the problem is fixed no parts needed no extra expense. This service is a great deal and a whole lot cheaper than calling a pro to your home. Thanks to [redacted] and Just Answer for helping me out. Great experience. And yes I'm a real person who needed help.
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 confusion you've...
experienced with our site and that you didn't get an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner - usually within 8 minutes. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions.
Furthermore, 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.
Here is a screenshot of the deposit information that is located on the payment page of the site: http://screencast.com/t/[redacted]
All customers must acknowledge and accept the payment terms before their question can be posted.
Upon reviewing your account, I see that we processed a refund of your $5 charge on 10/31/2014.
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
Consumer Response /* (3000, 13, 2015/01/08) */
This was not resolved. all they did was send letters explaining why they took my money. then they sent me some 25% off my next question discount... REALLY? sorry but that is not a resolution and now they are dancing around the refund not giving me my money back after I requested a refund. I cant make any headway vs them. I should get interest for the money they have of mine.
at this point its not worth the time to go after them anymore which is what I think they do on purpose to make money. pretty much a scam as far as I am concerned. they provided no service at all and still charged me then refunded me the money to a gift card that is long since gone because I figured they just ripped me off and I would never get anything out of them or it would be so much of a hassle that I would stop due to it being a low amount of money. I sure would like to see how many pre deposits they take in each year I bet they steal from thousands of people.
Business Response /* (4000, 15, 2015/01/12) */
Hello.
Thank you for your reply.
As mentioned in my previous email, we processed a refund of your $5 deposit on 10/31/2014.
Please let me know if you have not received the refund and I will further investigate.
Best regards,
[redacted]
Customer Support Manager
December 15, 2016. I am a customer, I paid the $5.00 and then asked my question. I was satisfied with the expert's answer. Then lo and behold when I checked my bank statement another $17 was taken out. No mention of this was on the Just Answer website. I feel that this extra money was stolen from me. I would have paid this to the expert if I had been asked. Sneaky business tactic!!!
I had a serious question regarding my dog consuming liquid ant bait. JustAnswer.com was quick to send me to a page to enter my credit card information. I paid and after 30 minutes I had not received a response so I called. I was on hold for several more minutes before someone answered. I was told my credit card was charged but my question was not posted. At worst case there is a huge flaw in their system however I suspect this is a scam operation. BEWARE
Initial Business Response /* (1000, 5, 2015/04/16) */
Hello,
My name is [redacted] and I am with the customer care team at **. 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 and that you didn't receive a response within your expected time frame. While we 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.
Also, please let me explain how our payment system works. When asking a question on our site, the customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price, in your case due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied.
Upon reviewing your account, I see that the charge for the remaining question price failed which is why you were prompted for payment when you went back to the site to view the Expert's response.
As requested, I have processed a refund of your $5 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 we are 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://my.justanswer.com/account/orderhistory Or, you can always contact our support team at [redacted]@justanswer.com or toll free at (XXX) XXX-XXXX - we're available 24/7.
Finally, please let me know if you still need assistance with your appliance question or if you have another question for an Expert on our site (we have hundreds of categories) and I will facilitate it for you for free.
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
For it been Christmas day, the response time was very quick, I did not expect any for at least a day. With very few questions from the pro, [redacted], he was able to offer a solution to my question. I am very impressed and wish to thank him again.
[redacted]
Initial Business Response /* (1000, 5, 2014/04/01) */
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 your account and see that you posted one question under our Dog Veterinarian category on 3/19/2014 and that an Expert replied to your question about one minute after you posted it. Also, I see that you were able to view the Expert's response but I do not see on the question page that a you posted a response to the Expert after that. I'm unsure if there was a bug in our system that caused your reply to not post to the page. I apologize if this was the case.
For your information, this is the message sent to you by the Expert:
Doctor * : Hi, this is Doctor * and I'd be happy to assist you. I'm sorry your dog has lymphoma - that has to be one of the hardest parts of my job.
Doctor * : Has your vet talked to you about instituting prednisone as chemotherapy to give her more time? It is a cheap medication and can actually replace the use of her rimadyl (it's never recommended to give rimadyl and prednisone together).
Doctor * : As for the aspirin - I would hold off until you've discussed possible prednisone with your vet - it's an okay pain medication but lasts in the blood for two weeks, meaning that no other steroids or non-steroidals can be given at that time.
Also, in reviewing our email records, I see that we received two emails from you and replied to both. I apologize if you did not receive our responses.
Your question has been closed and I have processed a refund of your $19 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 have also deleted your payment information and closed 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.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance.The above response was not posted to me until now. I do accept this resolution to my complaint. The Revdex.com helped by addressing this issue.
This was a great service for me. I was having problems with sending my emails, could receive but not send. It was extremely frustrating and since I am not a "techie" I had no idea what to do or where to start. I googled the problem and this company came up. I decided to try it and it was great! Within 1/2 hour everything was working normally again. It was well worth the time and a value for the money. I would definitely recommend this company based upon my one-time experience.
EXCELLENT, TIMELY
Initial Business Response /* (1000, 5, 2015/10/18) */
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.
Firstly, I am sorry for the...
confusion you have experienced with our site. Unfortunately after checking our files, we do not have any correspondence from the email address you provided here. If we had received an email request for a refund it would have been handled promptly per our 100% customer guarantee promise.
Regarding the deposit, 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 $28 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 $23. The funds are not transferred to the Expert until you rate them satisfactorily, until then, the funds remain in your JustAnswer account to be used for another question or processed as a refund upon request within 30 days.
Per your request, I have closed your question page and processed a refund of your deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
Regarding your Expert, sometimes when it comes to fixing items, they may think that you have more experience or knowledge than you do. It's perfectly fine to tell them you're not clear on their information or instructions and ask them to repeat it in a way that makes sense to you. I'm sorry your Expert did not do that from the start.
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, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I checked my credit card account by phone just now and was told that two different deposits had been made; one for $23 and one for $5 (the deposit). Although I agreed to the $5 deposit and was only wanting the $23 that had been charged at the same time, I am satisfied with this outcome.
I do want to correct two things in the Just Answer response. The first is I was never given a choice about the cost of this service. I was told there would be a $5 deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $23. Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $23.
Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from me. I also told them I viewed as fraud their charges for both deposit and balance at the same time. I asked for the $23 to be retuned to me, and I was well within the 30 day period. It wasn't until I filed a complaint with Revdex.com that I was able to get satisfactory results.
Thank you so much for your help.
[redacted] A [redacted]
My wife's BMW had a warning light came on so she looked it up in the owner's manual. She was concerned about driving it and our mechanic was closed for the holiday weekend. I called JustAnswer and got the information I needed from a qualified professional. It was OK to drive the car the few miles she had to over the weekend.
Initial Business Response /* (1000, 5, 2015/03/13) */
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. Upon reviewing your account, I see that your membership was cancelled on 1/28/2015 and that we processed a refund of $53 on the same day. The last charge to your account was 12/28/2014. Could it be that the charge you are seeing from 1/29/2015 is actually a credit for the refund processed on 1/28/2015? If it is, in fact, a charge, please send an email to me at [redacted]@justanwer.com with the first six and last four digits of the card charged so that I can locate the charge in our records.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager