Initial Business Response /* (1000, 5, 2014/12/23) */
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. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
With regard to the account issue you experienced, I see that you used our site under the same email address in 2012 and then requested that the account be closed. Your recent question was posted under a guest account which has now been merged with the account under your Yahoo email address and you should now have access to that account. If you've forgotten your password, you may reset it here: http://www.justanswer.com/forgotten_password.aspx
The subscription offer is defaulted to our most valuable plan but the customer has the ability to select any plan they'd like. If another plan is selected, the setting is saved unless the page is refreshed or closed and then accessed again.
Finally, I see that we processed a refund of your $5 and $12 charges on 12/20/2014. 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. In the interest of maintaining goodwill, I have added a promotional credit of $20 to your JustAnswer account which you may use toward a question within the next 30 days.
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 Manager
I used Justanswer to find out about my printer that had just died. After paying a deposit and knowing how much I was being charged I submitted my question to a tech. In a short time he told me the cost to repair and I quickly say I would be buying a new one. His service was well worth the $18. I even filled out a survey telling how quick and knowledgeable he was.
Now I look at my bank statement and realize they stole my card information and charged for a membership I neither asked for or wanted. I will never use them again since they are so dishonest.
Initial Business Response /* (1000, 6, 2014/04/30) */
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 the confusion you've...
experienced with our site. The $5 deposit is required at the time the question is posted and the remaining balance of the question price is charged once an Expert response. Here is a screenshot of the payment process that is located on our payment page: [redacted]
The deposit remains in your JustAnswer account until you are satisfied with the Expert's answer and rate the answer as satisfactory.
I see that we processed a refund of your $5 deposit on 4/23/2014.
Do you still need help with your television? If so, in the interest of maintaining goodwill, I'd like to re-post your question for you so that you can get the help you need - no charge to you.
Please let me know if you'd like me to proceed in re-posting of 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, 8, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes my $5 was refunded. But I never received an answer before the company tried to bill another 23.00. I even have an email stating that they are sorry that they could not find an expert to answer my question. No, I do not wish to ask anything else on this site. I ended up paying another $5.00 for a replacement card because of this. As stated I would only be charged AFTER and expert answered my question. I feel like I was deceived and wonder how many other people will also be. Your policies need to be explained in detail. Here is a copy of an email on X-XX-XX by your company..............Hi [redacted],
We are very sorry that your TV question was not answered. Unfortunately, we could not find the perfect TV Technician to answer your specific question. Please know this is rare and we are committed to providing 100% satisfaction with our service and encourage you to ask another question.
We value your business and really want you to get the help you deserve.
Ask Another Question..............................
So what gave you the right to charge my card when I never received an answer?
Final Business Response /* (4000, 10, 2014/05/08) */
Hello,
Thanks for your reply.
An Expert replied to your question 7 minutes and 51 seconds after you posted it. This is why our system attempted to collect the balance of question price.
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
Final Consumer Response /* (4200, 12, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an answer to my question, I was asked where I bought my bulbs and how much they cost, and that would help the "Expert" answer my question. You do not answer a question with a question. And this does not explain the email your company sent on X-XX-XX stating that they could not find an Expert to answer my question and would I like to ask another......So how can you say that an expert answered my question, yet send me an email stating that they didnt? Also how do you really expect that by asking me how much and where I bought my bulbs, constitutes you charging my card without me saying I was satisfied? It does not and is wrong. You deceive people with your GOOD FAITH $5.00 deposit and then try to charge before an answer is given. If you can see that he asked me that question in that period of time, then you also can see the email sent to me on the 25th. Explain to me and we can end this madness, why you feel its right to say, " you wont be charged unless you are satisfied with our experts answer" yet the answer was in the form of a question and no I was not satisfied to be charged more money because I NEVER RECEIVED AN ANSWER, only a question. And receive an email saying that you could not find an Expert to answer my question!! Ive read your terms and conditions and it states clearly UNLESS YOU ARE SATISFIED.....
Initial Business Response /* (1000, 6, 2015/04/06) */
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 that you were not...
satisfied with the Expert's response. When this happens, we encourage the customer to tell the Expert why they were not satisfied so that the Expert can work on a better answer.
I was able to locate a JustAnswer account associated with your Hotmail email address, however, that account has no recent questions or transactions. If you recently posted a question, that means that you have another account with us. Do you recall registering another email address on our site? If not, you most likely have a guest account. To locate that account, please let me know the first six and last four digits of the card that was charged (you can send this information to me directly at [redacted]@justanswer.com since this complaint is public). I assure you that I will only use this information to locate your account and further assist you.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/04/06) */
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 to hear about [redacted]....
I have a pet and understand how disheartening it is when they are not well. I'm also sorry for the problems you have experienced with our site. JustAnswer and the veterinarians who answer questions on JustAnswer do care. We have helped millions of people and we are very glad to have the opportunity to make a positive impact on people's lives. Just like veterinarians who work out of offices and conduct in-person consultations, many veterinarians on JustAnswer make their livings by helping people and their services are not free. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
Also, the Expert that you saw on the chat pop-up box is a verified Expert available to answer questions on our site.
In the interest of maintaining goodwill, I have added a credit to your JustAnswer account of $30 which you may use toward another 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.
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, 2015/01/26) */
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 a...
response within your expected time frame. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions.
With regard to your experience with our payment system, if you were prompted to pay for your question it was because the question was posted before enrollment into the subscription program (which comes with a free 7-day trial) or because you were not logged into your membership account before the question was posted.
Also, you mentioned that you thought you were talking with an Expert but that you only heard a recorded message when you called. Most interaction with Experts is done via our webiste and not by phone. It sounds like you may have called our customer support phone line. This call center is available to assist with customer service-related inquiries only and Experts cannot be reached there.
As requested, the account that is associated with your @hotmail address has been removed from our email list and I have unsubscribed you from our monthly membership plan.
Finally, in reviewing your account, I see one charge of $5 which was voided on 1/20/2015. If you received an additional charge of $20 it could mean that you have another account. Please let me know if you've registered another email address on our site. If not, I can locate your deposit using the first six and last four digits of the card that was provided. I assure you that I will only use this information to locate your account and further assist.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/05/05) */
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 customer care team and for any misinformation you may have received. I see that we processed a refund of one membership payment of $46 on 3/30/2015. A refund form is required for refund requests outside of our 30-day policy and though the form was not completed, to resolve this concern we processed three additional refunds of membership payments as well as the original question deposit on 4/27/2015. The total amount refunded is $220. Your account has been closed and your credit card has been deleted. Moving forward, you will not receive any charges from JustAnswer.
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
[redacted] helps me a lot. He is so kind & answered what I wanted to know. I'm so impressed. My family doc didn't answer me well, but I didn't feel like seeing psychiatrist. I checked reviews about my symptoms or medication, but it didn't help. I strongly recommend this website & [redacted].
JustAnswer was a blessing in diagnosing a problem with our cat and the vet was spot on! This helped us out a lot since it was 3 AM and most vet offices are not open at that time of the morning.
Initial Business Response /* (1000, 5, 2015/07/01) */
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.
I searched for an account using your email address, but the account on file has not had any activity since 2014. It's possible, if you did not log into your existing account, that you may have inadvertently created a guest account.
Please email me at [redacted]@justanswer.com with the first 6 digits and the last 4 digits of the card that was charged (NOT the whole card number). Once I have that information, I will have our billing department locate the account so that I can process a refund for you. For your privacy, please do not respond to me here, only on the email address I provided.
I hope to resolve your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Initial Business Response /* (1000, 5, 2015/08/06) */
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 to hear about...
the coughing with your cat and for the problems you have experienced with our site.
After checking your account and question page, I can see that your question was responded to within 20 minutes of posting. When a customer posts their question an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the page. It sounds like our email may have went to your spam folder.
Per your request, I've gone ahead and closed your question and processed a refund of your deposit. You should see the funds back in your account within 3-4 business 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 /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The way the response to charge $17 was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue.
Thanks Revdex.com for handling this! :)
These people are really great, fast, and very GOOD! I had been working on my problem for two days, and they solved it in about 3 or 4 minutes. It was a bit more expensive than I expected, so I did not "join" the website. I paid the $48.00 charge,. a "remote" fee of $10.00, Gave the tech a $7.00 tip and paid another $5.00 that I don't know what it was for. BUT, I GOT MY PROBLEM FIXED! If you are having a problem and need assistance, this company does a good job. [redacted]
I needed to determine how to obtain an appraisal for china dinnerware for insurance purposes. The interaction was simple and effective. The answers were to the point and prompt. The expert, [redacted], was thorough and knowledgeable.
Initial Business Response /* (1000, 5, 2014/04/21) */
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. The $5 deposit option is only available to customers who are paying with Visa, Master Card, Discovery Card or American Express. Unfortunately, we are unable to offer the $5 deposit plan to those paying via PayPal. When a customer selects the PayPal payment option from the drop-down, the payment system shown on the site changes to reflect this: http://[redacted]
Since you selected PayPal as your payment source, you were charged the total question deposit at the time you posted your question.
Also, upon reviewing your account, I see that a refund of your $37 deposit was refunded to your PayPal account on 4/14/2014.
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.
Warm regards,
[redacted]
Customer Support Supervisor
Just Answer provides information and advice from experts in the area of the inquiry. These experts have a positive attitude and a friendly willingness to help the people seeking answers.
This was a amazing experience and well worth the money. Your expericenced attorney held me on a question regarding a employment lawsuit, that the opposing attorny wanted answered. I need a second oppion and he certaintaly held me.
This feels like a bait and switch. I asked a question. Was asked for a $5 "good faith" deposit.
When I went forward to get an answer was offered 3 recurring monthly charge options or a 7 day free trial. Clicked latter. Asked to agree to Terms of Service to get answer. DID NOT CLICK agree. Immediately cancelled "membership" without viewing answer. Got charged an additional $37. Called credit card co. to dispute. Called Justanswer 800 # to dispute. Will wait and see what happens.
Initial Business Response /* (1000, 5, 2014/12/23) */
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. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
With regard to the account issue you experienced, I see that you used our site under the same email address in 2012 and then requested that the account be closed. Your recent question was posted under a guest account which has now been merged with the account under your Yahoo email address and you should now have access to that account. If you've forgotten your password, you may reset it here: http://www.justanswer.com/forgotten_password.aspx
The subscription offer is defaulted to our most valuable plan but the customer has the ability to select any plan they'd like. If another plan is selected, the setting is saved unless the page is refreshed or closed and then accessed again.
Finally, I see that we processed a refund of your $5 and $12 charges on 12/20/2014. 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. In the interest of maintaining goodwill, I have added a promotional credit of $20 to your JustAnswer account which you may use toward a question within the next 30 days.
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 Manager
I used Justanswer to find out about my printer that had just died. After paying a deposit and knowing how much I was being charged I submitted my question to a tech. In a short time he told me the cost to repair and I quickly say I would be buying a new one. His service was well worth the $18. I even filled out a survey telling how quick and knowledgeable he was.
Now I look at my bank statement and realize they stole my card information and charged for a membership I neither asked for or wanted. I will never use them again since they are so dishonest.
Initial Business Response /* (1000, 6, 2014/04/30) */
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 the confusion you've...
experienced with our site. The $5 deposit is required at the time the question is posted and the remaining balance of the question price is charged once an Expert response. Here is a screenshot of the payment process that is located on our payment page: [redacted]
The deposit remains in your JustAnswer account until you are satisfied with the Expert's answer and rate the answer as satisfactory.
I see that we processed a refund of your $5 deposit on 4/23/2014.
Do you still need help with your television? If so, in the interest of maintaining goodwill, I'd like to re-post your question for you so that you can get the help you need - no charge to you.
Please let me know if you'd like me to proceed in re-posting of 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, 8, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes my $5 was refunded. But I never received an answer before the company tried to bill another 23.00. I even have an email stating that they are sorry that they could not find an expert to answer my question. No, I do not wish to ask anything else on this site. I ended up paying another $5.00 for a replacement card because of this. As stated I would only be charged AFTER and expert answered my question. I feel like I was deceived and wonder how many other people will also be. Your policies need to be explained in detail. Here is a copy of an email on X-XX-XX by your company..............Hi [redacted],
We are very sorry that your TV question was not answered. Unfortunately, we could not find the perfect TV Technician to answer your specific question. Please know this is rare and we are committed to providing 100% satisfaction with our service and encourage you to ask another question.
We value your business and really want you to get the help you deserve.
Ask Another Question..............................
So what gave you the right to charge my card when I never received an answer?
Final Business Response /* (4000, 10, 2014/05/08) */
Hello,
Thanks for your reply.
An Expert replied to your question 7 minutes and 51 seconds after you posted it. This is why our system attempted to collect the balance of question price.
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
Final Consumer Response /* (4200, 12, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an answer to my question, I was asked where I bought my bulbs and how much they cost, and that would help the "Expert" answer my question. You do not answer a question with a question. And this does not explain the email your company sent on X-XX-XX stating that they could not find an Expert to answer my question and would I like to ask another......So how can you say that an expert answered my question, yet send me an email stating that they didnt? Also how do you really expect that by asking me how much and where I bought my bulbs, constitutes you charging my card without me saying I was satisfied? It does not and is wrong. You deceive people with your GOOD FAITH $5.00 deposit and then try to charge before an answer is given. If you can see that he asked me that question in that period of time, then you also can see the email sent to me on the 25th. Explain to me and we can end this madness, why you feel its right to say, " you wont be charged unless you are satisfied with our experts answer" yet the answer was in the form of a question and no I was not satisfied to be charged more money because I NEVER RECEIVED AN ANSWER, only a question. And receive an email saying that you could not find an Expert to answer my question!! Ive read your terms and conditions and it states clearly UNLESS YOU ARE SATISFIED.....
Excellent.
Initial Business Response /* (1000, 6, 2015/04/06) */
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 that you were not...
satisfied with the Expert's response. When this happens, we encourage the customer to tell the Expert why they were not satisfied so that the Expert can work on a better answer.
I was able to locate a JustAnswer account associated with your Hotmail email address, however, that account has no recent questions or transactions. If you recently posted a question, that means that you have another account with us. Do you recall registering another email address on our site? If not, you most likely have a guest account. To locate that account, please let me know the first six and last four digits of the card that was charged (you can send this information to me directly at [redacted]@justanswer.com since this complaint is public). I assure you that I will only use this information to locate your account and further assist you.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/04/06) */
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 to hear about [redacted]....
I have a pet and understand how disheartening it is when they are not well. I'm also sorry for the problems you have experienced with our site. JustAnswer and the veterinarians who answer questions on JustAnswer do care. We have helped millions of people and we are very glad to have the opportunity to make a positive impact on people's lives. Just like veterinarians who work out of offices and conduct in-person consultations, many veterinarians on JustAnswer make their livings by helping people and their services are not free. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
Also, the Expert that you saw on the chat pop-up box is a verified Expert available to answer questions on our site.
In the interest of maintaining goodwill, I have added a credit to your JustAnswer account of $30 which you may use toward another 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.
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, 2015/01/26) */
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 a...
response within your expected time frame. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions.
With regard to your experience with our payment system, if you were prompted to pay for your question it was because the question was posted before enrollment into the subscription program (which comes with a free 7-day trial) or because you were not logged into your membership account before the question was posted.
Also, you mentioned that you thought you were talking with an Expert but that you only heard a recorded message when you called. Most interaction with Experts is done via our webiste and not by phone. It sounds like you may have called our customer support phone line. This call center is available to assist with customer service-related inquiries only and Experts cannot be reached there.
As requested, the account that is associated with your @hotmail address has been removed from our email list and I have unsubscribed you from our monthly membership plan.
Finally, in reviewing your account, I see one charge of $5 which was voided on 1/20/2015. If you received an additional charge of $20 it could mean that you have another account. Please let me know if you've registered another email address on our site. If not, I can locate your deposit using the first six and last four digits of the card that was provided. I assure you that I will only use this information to locate your account and further assist.
I look forward to your reply.
Best regards,
[redacted]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/05/05) */
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 customer care team and for any misinformation you may have received. I see that we processed a refund of one membership payment of $46 on 3/30/2015. A refund form is required for refund requests outside of our 30-day policy and though the form was not completed, to resolve this concern we processed three additional refunds of membership payments as well as the original question deposit on 4/27/2015. The total amount refunded is $220. Your account has been closed and your credit card has been deleted. Moving forward, you will not receive any charges from JustAnswer.
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
[redacted] helps me a lot. He is so kind & answered what I wanted to know. I'm so impressed. My family doc didn't answer me well, but I didn't feel like seeing psychiatrist. I checked reviews about my symptoms or medication, but it didn't help. I strongly recommend this website & [redacted].
JustAnswer was a blessing in diagnosing a problem with our cat and the vet was spot on! This helped us out a lot since it was 3 AM and most vet offices are not open at that time of the morning.
Initial Business Response /* (1000, 5, 2015/07/01) */
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.
I searched for an account using your email address, but the account on file has not had any activity since 2014. It's possible, if you did not log into your existing account, that you may have inadvertently created a guest account.
Please email me at [redacted]@justanswer.com with the first 6 digits and the last 4 digits of the card that was charged (NOT the whole card number). Once I have that information, I will have our billing department locate the account so that I can process a refund for you. For your privacy, please do not respond to me here, only on the email address I provided.
I hope to resolve your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/08/06) */
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 to hear about...
the coughing with your cat and for the problems you have experienced with our site.
After checking your account and question page, I can see that your question was responded to within 20 minutes of posting. When a customer posts their question an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the page. It sounds like our email may have went to your spam folder.
Per your request, I've gone ahead and closed your question and processed a refund of your deposit. You should see the funds back in your account within 3-4 business 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 /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The way the response to charge $17 was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue.
Thanks Revdex.com for handling this! :)
These people are really great, fast, and very GOOD! I had been working on my problem for two days, and they solved it in about 3 or 4 minutes. It was a bit more expensive than I expected, so I did not "join" the website. I paid the $48.00 charge,. a "remote" fee of $10.00, Gave the tech a $7.00 tip and paid another $5.00 that I don't know what it was for. BUT, I GOT MY PROBLEM FIXED! If you are having a problem and need assistance, this company does a good job. [redacted]
My experience with [redacted] at JustAnswer was very positive. I was able to resolve my problem in under an hour
I needed to determine how to obtain an appraisal for china dinnerware for insurance purposes. The interaction was simple and effective. The answers were to the point and prompt. The expert, [redacted], was thorough and knowledgeable.
Initial Business Response /* (1000, 5, 2014/04/21) */
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. The $5 deposit option is only available to customers who are paying with Visa, Master Card, Discovery Card or American Express. Unfortunately, we are unable to offer the $5 deposit plan to those paying via PayPal. When a customer selects the PayPal payment option from the drop-down, the payment system shown on the site changes to reflect this: http://[redacted]
Since you selected PayPal as your payment source, you were charged the total question deposit at the time you posted your question.
Also, upon reviewing your account, I see that a refund of your $37 deposit was refunded to your PayPal account on 4/14/2014.
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.
Warm regards,
[redacted]
Customer Support Supervisor
Just Answer provides information and advice from experts in the area of the inquiry. These experts have a positive attitude and a friendly willingness to help the people seeking answers.
This was a amazing experience and well worth the money. Your expericenced attorney held me on a question regarding a employment lawsuit, that the opposing attorny wanted answered. I need a second oppion and he certaintaly held me.
Fast efficient service and excellent advice from an expert in the field.
This feels like a bait and switch. I asked a question. Was asked for a $5 "good faith" deposit.
When I went forward to get an answer was offered 3 recurring monthly charge options or a 7 day free trial. Clicked latter. Asked to agree to Terms of Service to get answer. DID NOT CLICK agree. Immediately cancelled "membership" without viewing answer. Got charged an additional $37. Called credit card co. to dispute. Called Justanswer 800 # to dispute. Will wait and see what happens.