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...
your dog being ill and I apologize that you did not get an answer within a reasonable amount of time. Response time can be limited by the amount of Experts online, the time of day or the amount of Experts familiar with your specific issue.
Regarding our membership program, it is completely opt-in. Customers choose whether they want the membership and are never required to join. The verbiage you provided about committing to a membership before getting an answer did not come from our site. We have no option where the customer must join a membership before getting an answer. Customers who choose not to opt into the membership have accounts that are on a question by question basis.
Additionally, 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. If a customer asks for a refund, it is provided immediately. I was able to listen to your customer service call. The call lasted a little over 9 minutes and as soon as the Expert was able to locate your account, he processed a refund of your deposit. He also let you know that although your deposit was made and your question was posted, you were not signed up to a membership plan. I checked your account and am able to verify that you were never signed up for a membership and we've processed a full refund of your deposit.
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The membership charges were refunded to my card. My bank statement WILL VERIFY that a membership charge was applied, and I testify that it WAS AGAINST my wishes; however, [redacted] either has not accessed the site himself or is misstating himself, as a customer IS REQUIRED by the website to choose one of three MANDATORY membership options. In addition, [redacted]'s statements regarding the "Expert" are also false, as the call lasted almost 20 minutes and the customer service representative was a woman, not a man.
I believe [redacted] is attempting to deceive the Revdex.com by making false statements.
Final Business Response /* (4000, 9, 2015/08/17) */
Hello,
Thank you for your response. My original response has not changed and I have no additional information to add.
Best regards,
Initial Business Response /* (1000, 5, 2014/06/18) */
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 sounds like you may have paid to view a question posted by another customer which typically incurs a $3 charge and that you enrolled into our monthly subscription program at $48 a month. I was able to locate a JustAnswer account registered to your AOL email address, however, that account has no activity or charges tied to it. If you received charges from us, it means that you have another account. Did you register a different email address on our site? If not, please provide me with the first 6 and last 4 digits of the card that was charged and I will try to locate your account using that information. I can assure you that I will only use this information to find the related account and further assist you with your concerns.
I look forward to your reply.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]@verizon.net email address
Initial Business Response /* (1000, 5, 2014/03/28) */
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.
I'm sorry that the information you need is...
no longer accessible. As per our Terms of Service, which you agreed to when submitting payment, we cannot guaranty the content of the posts. For your convenience, here is a section of our Terms of Service related to this concern: http://ww2.justanswer.com/terms-service-0#venue
4. JustAnswer Is a Venue; Third-Party Content
The JustAnswer Site is a venue for informational and educational purposes to allow Customers to ask questions and Experts to answer them. Users of the Site, not JustAnswer, provide the content in Posts (defined below). The Experts determine which questions to answer; Experts are not employees or agents of JustAnswer but are independent service providers using the Site to sell their Expert knowledge to Customers and, as such, are along with Customers simply Users of the Site.
JustAnswer is not involved in the conversations between Customers and Experts and does not refer Customers to or endorse or recommend particular Experts. You understand and acknowledge that JustAnswer cannot and does not edit, modify, filter, screen, monitor, endorse or guarantee the content of Posts. JustAnswer shall not be liable for any acts or omissions of Experts, content in Posts, the ability of Experts to answer questions or the ability of Customers to pay for answers. We cannot ensure that a Customer or Expert will complete a transaction. Notwithstanding the foregoing, JustAnswer reserves the right, but is not obligated, to refuse to post or to remove any content and/or remove any User's access to the Site.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response, however this information is not provided when the option to buy the question for $3 is presented on the question that the consumer is asking to see. Which is my main concern as it is misleading and an improper form of advertisement. By providing that option without providing an upfront notice that the information provided may/may not be accessible creates an atmosphere from a consumer perspective that we would be provided the contents of what we are purchasing. I am a first time customer and based on all of the company's ratings I felt confident to trust the options presented to me. It was not until I received no communication from the company and their "expert" that I was prompted to contact your company for status. I then was advised that I would be contacted for further assistance. I did not receive that contact and then it was not until I filed a formal complaint with the Revdex.com to address this advertising for steering and misleading the consumer. I understand that the terms and conditions list the information you are referencing however, why is this not placed upfront when the option is presented? Wouldn't this be more of an upfront notice to your consumers that although the option is available we as a company cannot reach out to our vendors the "experts" to provide direct access and that you as a consumer compensated for and that when this option is not available the consumer will receive no contact as to whether or not the service the consumer purchased would be approved or denied. Therefor I am not accepting this generic response - as my true concern was nto addressed.
Final Business Response /* (4000, 9, 2014/04/03) */
Hello,
Thank you for your reply.
Each customer who pays to unlock an archived question must acknowledge that they have agreed to our terms of service which include the terms I previously outlined. This is a screenshot of the payment page you received and completed: [redacted]
Clicking on the link leads you directly to our Terms of Service which outlines our policy.
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
I am very pleased with the service and cost. I asked my question late at night and by 4 PM the next day I had my answer - it does not get any better then this.
I used this service 3 times - very satisfied - will use again
I recently sought out legal advice for a minor issues and went to JustAnswer to get my question asked by an attorney. The attorney (if he was one) answered my question but a few days later my credit card for charged $45.00 for a membership that I did not request. When I called JustAnswer to request a refund, I got someone in the Philippines who argued with me - saying I must have requested the membership. When I tried to explain that I didn't request a membership, the person kept trying to argue with me, so I hung up the phone.
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.
I'm sorry to hear about your...
experience on the site. In looking into the matter it appears that when you came back to the site recently that you did not log into your account. When this occurs, a guest account is created, which our Customer Support staff attempted to reach out to you about. Since we were unable to get an answer to your question a refund for the charge was posted on 12/29/2014 back to your card on file.
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, 2015/07/08) */
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...
or confusion you have experienced with our site.
When asking a question on JustAnswer, a customer chooses the price they are willing to pay for an answer. Once they choose the price and post their question, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. If you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction guarantee.
Regarding our membership program, it is now and has always been an opt-in program. We do not require customers to join the membership, it's completely their choice. If you do not want to opt-in to the membership, you can 'X' out of the offer, or simply ignore it. Only if you click to accept, will you be entered into the free trial. You have the option to opt-out before the end of the trial if you decide not to continue with a full membership.
After checking your account, I can see that you were not entered into our membership plan even though your question was posted and your deposit was made. Additionally, I can see that per your request, your question was closed and your deposits were refunded on 7/8/2015.
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.
The cat vet I communicated with provided a very thorough and easy to understand response to my inquiry about my kitty and very quickly too! You can tell that he was a professional vet! I would definitely use this service again - thank you [redacted] :)
Initial Business Response /* (1000, 5, 2015/02/12) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the confusion...
you've experienced with our site. It sounds like after you posted your question, you received an offer for our monthly membership program. The membership is not mandatory and customers can decline it by clicking the red X icon to close the offer or click the, No thanks link on the offer.
I assure you that you are not enrolled into a monthly membership program and you were only charged for the question you posted to the site. If at any time a customer wishes to cancel their question, they may contact our customer care team who is available 24/7 by email at [redacted]@justanswer.com and by phone at (XXX) XXX-XXXX.
Finally, I see that an Expert has responded to your question. If you'd like to continue, please return to our site at www.justanswer.com and navigate to your question under the My Question menu option. If you no longer need help, please let me know and I will close your question and process a refund of your charges.
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, 2014/08/15) */
Hello,
My name is [redacted] and I am with the customer support team at JustAnswer. I received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns.
Firstly, I'm sorry for the confusion you've...
experienced with our site. The subscription offer is not required for use of our site nor to view the response from an Expert. The subscription offer modal offers two ways to decline: 1) clicking the Not now button or 2) clicking the red X button to close the offer.
The pop-up window you saw when going to view the Expert's answer is a disclaimer that informs customers that the information provided by the Expert is, in fact, for information purposes only and not legal advice. The customer must read and accept the disclaimer to continue to the question page. There is no mention of a subscription in this disclaimer.
To view the Expert's reply, please visit our site at www.justanswer.com, log into your account if you're not already logged in, and click the title of your question to open the question page. You will need to accept the disclaimer to view the response.
Also, I assure you that you are not enrolled into a subscription and will not receive any charges from us.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/06/27) */
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. JustAnswer never enrolls a customer into a subscription unless the customer selects to option to enroll.
I wasn't able to locate an account under your @firstsolar.com email address. Please let me know the first six and last four digits of the card being charged. I can assure you that I will only use this information to locate the subscribed account and further assist with this concern.
I look forward to your reply.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need an email address as I do not want to send credit card information over the web site.
Final Business Response /* (4000, 9, 2014/07/08) */
Hello,
Thanks for your reply. I can understand your concern. Please feel free to send your information to me directly at [redacted]@justanswer.com.
I look forward to your email.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/10/30) */
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 that you weren't...
satisfied with the help you received and for confusion about the payment system. Please let me explain how it 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 once the question receives a response from an Expert, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. This information can be found on our How it works page here: http://ww2.justanswer.com/how-justanswer-works
Since you weren't satisfied with our service, I have processed a refund of your $45 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.
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
In the interest of maintaining goodwill, I have added a credit of $40 to your JustAnswer account that you may use toward future questions within 30 days. Because 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 Consumer Rebuttal /* (2000, 7, 2014/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they gave me a total refund but only after much discussion and hassle. The Revdex.com complaint helped, I think. I think in the end they did agree they didn't fulfill full satisfaction that is promised on their site. I think people need to know that they take the $45 (full amount, not the deposit) after they give 1 answer to 1 question. they don't ask if you're satisfied or even tell you they're taking it. I found out by checking my check account. Unfortunately, if you don't give 5 stars, the person who spent time responding to you doesn't get paid at all.
I was surfing for information about being emotionally abused and when I arrived on this site a pop-up appeared asking if I wanted to chat with an expert -- there was NO indication that there was any cost or any credit card information was required. I answered questions asked and was then told to proceed I needed to pay a $5 deposit and they wanted my credit card information. Until this point, NOTHING about there being a cost involved was indicated.
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 for the trouble you've...
experienced with our site. I sent an email to you on 1/22/2015 following up on the feedback you provided regarding your experience and I processed a refund of your $5 and $13 payments the same day. Please let me know if you have not received the credits.
As mentioned in my email, 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.
Also, 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. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Deposits are 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
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, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/09/12) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. Upon reviewing your account I see that you have received a total of three charges: $5 initial deposit, $31 balance for the $36 question and $36 for the extended chat time.
It appears that you selected the offer to extend your chat time by 10 minutes and approved the additional $36 charge as we never charge a customer unless they approve the offer.
I see that the Expert replied to you about 2 minutes after you posted your question but was unavailable once you returned to your question page.
Since you didn't receive the help you needed, I have processed a full refund of your payments. 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 credit to your JustAnswer account of $36 so that you may continue with this Expert and get the help you need. If you no longer need help with this question you may use the credit toward another question on our site within 30 days. Since this credit is promotional, it's not refundable but we 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 Support Supervisor
Just answer law was brilliant , gave me invaluable advice which I may need in the future if a certain problem occurs after my Fathers death. I will certainly return should I have another problem in matters of law.
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...
your dog being ill and I apologize that you did not get an answer within a reasonable amount of time. Response time can be limited by the amount of Experts online, the time of day or the amount of Experts familiar with your specific issue.
Regarding our membership program, it is completely opt-in. Customers choose whether they want the membership and are never required to join. The verbiage you provided about committing to a membership before getting an answer did not come from our site. We have no option where the customer must join a membership before getting an answer. Customers who choose not to opt into the membership have accounts that are on a question by question basis.
Additionally, 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. If a customer asks for a refund, it is provided immediately. I was able to listen to your customer service call. The call lasted a little over 9 minutes and as soon as the Expert was able to locate your account, he processed a refund of your deposit. He also let you know that although your deposit was made and your question was posted, you were not signed up to a membership plan. I checked your account and am able to verify that you were never signed up for a membership and we've processed a full refund of your deposit.
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The membership charges were refunded to my card. My bank statement WILL VERIFY that a membership charge was applied, and I testify that it WAS AGAINST my wishes; however, [redacted] either has not accessed the site himself or is misstating himself, as a customer IS REQUIRED by the website to choose one of three MANDATORY membership options. In addition, [redacted]'s statements regarding the "Expert" are also false, as the call lasted almost 20 minutes and the customer service representative was a woman, not a man.
I believe [redacted] is attempting to deceive the Revdex.com by making false statements.
Final Business Response /* (4000, 9, 2015/08/17) */
Hello,
Thank you for your response. My original response has not changed and I have no additional information to add.
Best regards,
[redacted]
Senior Customer Support Specialist
quick and helpfull answer.
Initial Business Response /* (1000, 5, 2014/06/18) */
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 sounds like you may have paid to view a question posted by another customer which typically incurs a $3 charge and that you enrolled into our monthly subscription program at $48 a month. I was able to locate a JustAnswer account registered to your AOL email address, however, that account has no activity or charges tied to it. If you received charges from us, it means that you have another account. Did you register a different email address on our site? If not, please provide me with the first 6 and last 4 digits of the card that was charged and I will try to locate your account using that information. I can assure you that I will only use this information to find the related account and further assist you with your concerns.
I look forward to your reply.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]@verizon.net email address
Initial Business Response /* (1000, 5, 2014/03/28) */
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.
I'm sorry that the information you need is...
no longer accessible. As per our Terms of Service, which you agreed to when submitting payment, we cannot guaranty the content of the posts. For your convenience, here is a section of our Terms of Service related to this concern: http://ww2.justanswer.com/terms-service-0#venue
4. JustAnswer Is a Venue; Third-Party Content
The JustAnswer Site is a venue for informational and educational purposes to allow Customers to ask questions and Experts to answer them. Users of the Site, not JustAnswer, provide the content in Posts (defined below). The Experts determine which questions to answer; Experts are not employees or agents of JustAnswer but are independent service providers using the Site to sell their Expert knowledge to Customers and, as such, are along with Customers simply Users of the Site.
JustAnswer is not involved in the conversations between Customers and Experts and does not refer Customers to or endorse or recommend particular Experts. You understand and acknowledge that JustAnswer cannot and does not edit, modify, filter, screen, monitor, endorse or guarantee the content of Posts. JustAnswer shall not be liable for any acts or omissions of Experts, content in Posts, the ability of Experts to answer questions or the ability of Customers to pay for answers. We cannot ensure that a Customer or Expert will complete a transaction. Notwithstanding the foregoing, JustAnswer reserves the right, but is not obligated, to refuse to post or to remove any content and/or remove any User's access to the Site.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response, however this information is not provided when the option to buy the question for $3 is presented on the question that the consumer is asking to see. Which is my main concern as it is misleading and an improper form of advertisement. By providing that option without providing an upfront notice that the information provided may/may not be accessible creates an atmosphere from a consumer perspective that we would be provided the contents of what we are purchasing. I am a first time customer and based on all of the company's ratings I felt confident to trust the options presented to me. It was not until I received no communication from the company and their "expert" that I was prompted to contact your company for status. I then was advised that I would be contacted for further assistance. I did not receive that contact and then it was not until I filed a formal complaint with the Revdex.com to address this advertising for steering and misleading the consumer. I understand that the terms and conditions list the information you are referencing however, why is this not placed upfront when the option is presented? Wouldn't this be more of an upfront notice to your consumers that although the option is available we as a company cannot reach out to our vendors the "experts" to provide direct access and that you as a consumer compensated for and that when this option is not available the consumer will receive no contact as to whether or not the service the consumer purchased would be approved or denied. Therefor I am not accepting this generic response - as my true concern was nto addressed.
Final Business Response /* (4000, 9, 2014/04/03) */
Hello,
Thank you for your reply.
Each customer who pays to unlock an archived question must acknowledge that they have agreed to our terms of service which include the terms I previously outlined. This is a screenshot of the payment page you received and completed: [redacted]
Clicking on the link leads you directly to our Terms of Service which outlines our policy.
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
I am very pleased with the service and cost. I asked my question late at night and by 4 PM the next day I had my answer - it does not get any better then this.
I used this service 3 times - very satisfied - will use again
Highly Recommend
I recently sought out legal advice for a minor issues and went to JustAnswer to get my question asked by an attorney. The attorney (if he was one) answered my question but a few days later my credit card for charged $45.00 for a membership that I did not request. When I called JustAnswer to request a refund, I got someone in the Philippines who argued with me - saying I must have requested the membership. When I tried to explain that I didn't request a membership, the person kept trying to argue with me, so I hung up the phone.
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.
I'm sorry to hear about your...
experience on the site. In looking into the matter it appears that when you came back to the site recently that you did not log into your account. When this occurs, a guest account is created, which our Customer Support staff attempted to reach out to you about. Since we were unable to get an answer to your question a refund for the charge was posted on 12/29/2014 back to your card on file.
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, 2015/07/08) */
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...
or confusion you have experienced with our site.
When asking a question on JustAnswer, a customer chooses the price they are willing to pay for an answer. Once they choose the price and post their question, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. If you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction guarantee.
Regarding our membership program, it is now and has always been an opt-in program. We do not require customers to join the membership, it's completely their choice. If you do not want to opt-in to the membership, you can 'X' out of the offer, or simply ignore it. Only if you click to accept, will you be entered into the free trial. You have the option to opt-out before the end of the trial if you decide not to continue with a full membership.
After checking your account, I can see that you were not entered into our membership plan even though your question was posted and your deposit was made. Additionally, I can see that per your request, your question was closed and your deposits were refunded on 7/8/2015.
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]
Senior Customer Support Specialist
The cat vet I communicated with provided a very thorough and easy to understand response to my inquiry about my kitty and very quickly too! You can tell that he was a professional vet! I would definitely use this service again - thank you [redacted] :)
Initial Business Response /* (1000, 5, 2015/02/12) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the confusion...
you've experienced with our site. It sounds like after you posted your question, you received an offer for our monthly membership program. The membership is not mandatory and customers can decline it by clicking the red X icon to close the offer or click the, No thanks link on the offer.
I assure you that you are not enrolled into a monthly membership program and you were only charged for the question you posted to the site. If at any time a customer wishes to cancel their question, they may contact our customer care team who is available 24/7 by email at [redacted]@justanswer.com and by phone at (XXX) XXX-XXXX.
Finally, I see that an Expert has responded to your question. If you'd like to continue, please return to our site at www.justanswer.com and navigate to your question under the My Question menu option. If you no longer need help, please let me know and I will close your question and process a refund of your charges.
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, 2014/08/15) */
Hello,
My name is [redacted] and I am with the customer support team at JustAnswer. I received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns.
Firstly, I'm sorry for the confusion you've...
experienced with our site. The subscription offer is not required for use of our site nor to view the response from an Expert. The subscription offer modal offers two ways to decline: 1) clicking the Not now button or 2) clicking the red X button to close the offer.
The pop-up window you saw when going to view the Expert's answer is a disclaimer that informs customers that the information provided by the Expert is, in fact, for information purposes only and not legal advice. The customer must read and accept the disclaimer to continue to the question page. There is no mention of a subscription in this disclaimer.
To view the Expert's reply, please visit our site at www.justanswer.com, log into your account if you're not already logged in, and click the title of your question to open the question page. You will need to accept the disclaimer to view the response.
Also, I assure you that you are not enrolled into a subscription and will not receive any charges from us.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
I was very pleased with the service I received and my problem with email was solved in a timley manor.
Very well pleased with all the help [redacted] was able to give us.
Initial Business Response /* (1000, 5, 2014/06/27) */
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. JustAnswer never enrolls a customer into a subscription unless the customer selects to option to enroll.
I wasn't able to locate an account under your @firstsolar.com email address. Please let me know the first six and last four digits of the card being charged. I can assure you that I will only use this information to locate the subscribed account and further assist with this concern.
I look forward to your reply.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need an email address as I do not want to send credit card information over the web site.
Final Business Response /* (4000, 9, 2014/07/08) */
Hello,
Thanks for your reply. I can understand your concern. Please feel free to send your information to me directly at [redacted]@justanswer.com.
I look forward to your email.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/10/30) */
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 that you weren't...
satisfied with the help you received and for confusion about the payment system. Please let me explain how it 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 once the question receives a response from an Expert, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. This information can be found on our How it works page here: http://ww2.justanswer.com/how-justanswer-works
Since you weren't satisfied with our service, I have processed a refund of your $45 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.
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
In the interest of maintaining goodwill, I have added a credit of $40 to your JustAnswer account that you may use toward future questions within 30 days. Because 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 Consumer Rebuttal /* (2000, 7, 2014/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they gave me a total refund but only after much discussion and hassle. The Revdex.com complaint helped, I think. I think in the end they did agree they didn't fulfill full satisfaction that is promised on their site. I think people need to know that they take the $45 (full amount, not the deposit) after they give 1 answer to 1 question. they don't ask if you're satisfied or even tell you they're taking it. I found out by checking my check account. Unfortunately, if you don't give 5 stars, the person who spent time responding to you doesn't get paid at all.
I was surfing for information about being emotionally abused and when I arrived on this site a pop-up appeared asking if I wanted to chat with an expert -- there was NO indication that there was any cost or any credit card information was required. I answered questions asked and was then told to proceed I needed to pay a $5 deposit and they wanted my credit card information. Until this point, NOTHING about there being a cost involved was indicated.
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 for the trouble you've...
experienced with our site. I sent an email to you on 1/22/2015 following up on the feedback you provided regarding your experience and I processed a refund of your $5 and $13 payments the same day. Please let me know if you have not received the credits.
As mentioned in my email, 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.
Also, 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. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Deposits are 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
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, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/09/12) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. Upon reviewing your account I see that you have received a total of three charges: $5 initial deposit, $31 balance for the $36 question and $36 for the extended chat time.
It appears that you selected the offer to extend your chat time by 10 minutes and approved the additional $36 charge as we never charge a customer unless they approve the offer.
I see that the Expert replied to you about 2 minutes after you posted your question but was unavailable once you returned to your question page.
Since you didn't receive the help you needed, I have processed a full refund of your payments. 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 credit to your JustAnswer account of $36 so that you may continue with this Expert and get the help you need. If you no longer need help with this question you may use the credit toward another question on our site within 30 days. Since this credit is promotional, it's not refundable but we 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 Support Supervisor
They offer a great affordable service for those of us who just need a little help in helping ourselves.
Just answer law was brilliant , gave me invaluable advice which I may need in the future if a certain problem occurs after my Fathers death. I will certainly return should I have another problem in matters of law.