Initial Business Response /* (1000, 5, 2015/05/21) */
Hello [redacted],
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the...
problems you have experienced with our site. I've checked your account and I see that your account has been closed and your $39 membership payment have been refunded per your request. The refund should already be back in your funding source as it was returned on 5/7/2015.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Initial Business Response /* (1000, 5, 2014/04/01) */
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 an account registered to your Yahoo email address associated with this complaint, however, there is no recent activity or charges on this account.
Please let me know if there is another email address you may have registered when you posted your recent question or you can provide me with the first 6 and last 4 digits of the card that was charged and I will check whether there were charges made to that card. I can assure you that I will only use this information to further assist you with your inquiry.
I look forward to your reply.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/02/05) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. Upon reviewing your account, I see that we processed a refund of your $53 charge on 1/31/2014.
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 Expert who answers a customer's question is paid only after the customer gives their answer a positive rating. The Expert is paid using the customer's good faith deposit, so an additional charge is not made to the customer unless the customer decides to leave a bonus for their Expert that exceeds the value of the credit already on the customer's JustAnswer account.
An overview of this process can be found on the How It Works page:
http://ww2.justanswer.com/how-justanswer-works
The reason behind the good faith deposit is to assure both Experts and customers that the transaction will be successful. The customer knows that if the answer is unsatisfactory, then their deposit will be refunded as part of our 100% satisfaction guarantee. The Expert, in turn, knows that the funds to pay for their answer have been authorized and will be available once the customer rates the answer as satisfactory.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I [redacted] assist you with and I would be happy to help.
Warm regards,
[redacted]
Customer Support Supervisor
This is a "rip off". Connected to them on the internet -- $ 5.00 deposit required. Required Technical help for a printer paper feed problem -- $ 26.00 charge.
Corresponded with, "Expert Help ",( that did not help) -- $ 45.00.
Total -- $ 76.00.
Total time of correspondence with this web cite was about 8 minutes. Never did talk
to a human voice. These people seemed to have devised a scheme to do little but
sit at a desk and give out a few recommendations, for computer problems, to
unsuspecting users. Definitely not for the average person that may not be,
"computer smart".
Initial Business Response /* (1000, 5, 2014/03/14) */
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.
Firstly, I'm sorry for the problems...
you've experienced with our site. To confirm whether you were charged, please let me know the first 6 and last 4 digits of the card that was charge. I can assure you that I will only use that information to locate your account and further assist.
Also, we do not advertise that we are a free site. 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. An overview of this process can be found on the How It Works page:
http://ww2.justanswer.com/how-justanswer-works
If you are able to capture a screenshot of the information you viewed on our site that mentions free service, kindly send the screenshot to me so that I can further investigate.
I look forward to your reply.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The card numbers you requested for verification are XXXXXX...[redacted].
It is quite possible that I didn't fully read the information on your site. I had been browsing for information on a few sites, I clicked on one that said "free info", your blog came up - but I did not read everything as I was more intent on asking a question.
Final Business Response /* (4000, 9, 2014/03/28) */
Hello,
Thank you for your reply and for providing your information. I was able to locate your account and I see that we collected a $5 deposit for your question, however, due to site issues, your question was never posted.
I have processed a refund of your $5 deposit. 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 applied a promotional credit to your account of $20 to use toward a question on our site. I hope you give us another try! You may log into your account by entering your [redacted] email address and can request a reset of your password using the Forgot My Password link on the Login page.
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
[redacted] was quick and sent the diagram to reset the washer quickly! It worked great and I will use this service again and recommend as well! Great help!!!
I've been a member in Justanswe[redacted] for several years. For financial and geographical reasons I don't have access to the services offered on the website. I've received tons of great advice about my health, my pets help, financial issues, legal issues and many others.
[redacted] was very professional and provided answers to my questions as if I were a participant on the Antiques Roadshow! The photos I emailed were of a magnificent, 3' x 5' needlepoint piece which she identified as a circa 1940 rug. The rug was rescued from a thrift store for a mere $5.99. What a treasure. And thank you again, [redacted]!
Initial Business Response /* (1000, 5, 2015/08/04) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site. Please let me explain how our deposit system works.
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $38 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 $33.
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.
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.
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.)
Company is processing a refund of deposits.
I had researched my heating issues with my new to me Mercedes Benz 560sl via several Mercedes owners group BB's. I had a good Idea of my problem but with varying answers and conflicting ideas on how to fix I wanted expert advise before spending my money. The cost for a dealer analysis was 10x the amount paid to my mechanic on [redacted] for the same advice from a qualified Mercedes mechanic. It was a no brainer. It was easy to navigate the site and I received my answer several hours later the same day. As mine was not an emergency the time for reply was not a big deal. Based on his general analysis I was able to better refine my searches through the owners groups to try and pinpoint what components I needed to look at first. I haven't yet fixed my problem but have narrowed it down to two components. I would highly recommend the use of JustAnswer.
Initial Business Response /* (1000, 5, 2015/06/03) */
Hello [redacted],
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the...
technical problems you have experienced with our site. If you can email me directly (at [redacted]@justanswer.com) with the email address associated with your account, I will make sure that your refund is processed. (Please do not post your email in a response here as it is a public forum) Our goal is always 100% customer satisfaction and we stand by that policy.
I hope to resolve your concerns to your satisfaction. I look forward to hearing from you.
Best regards,
[redacted]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My acceptance of the response of the company is temporary and contingent upon receiving my full refund as promised.
Initial Business Response /* (1000, 5, 2015/08/30) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site. It's very unusual to have an Expert just not respond back to a customer. I checked on your question and your Expert and it seems like the Expert has not logged in for over a week. This usually means that the Expert is ill or has some other type of family emergency. I have reached out to our Expert mods and they are looking for an Expert to help and you will receive an email when an Expert responds. If you do not get an answer within a reasonable amount of time, you can email us at [redacted]@justanswr.com or you can email me directly at [redacted]@justanswer.com.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A JustAnswer expert named [redacted] responded and provided a professional, thorough, and timely response to my original question. While I was dissatisfied with JustAnswer's initial process with Nora, I gave [redacted] high marks.
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 problems you've experienced...
with our site and that you didn't receive the help you needed. I see that the Expert made an effort to continue helping by posting a few replies to your question page, however, there was no further reply from you.
We're glad to offer a 30-day money back policy. Your refund request was made over 30 days from the date of the original transaction, so you are no longer entitled to a refund, however, as a courtesy, I have processed a refund of your 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 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, 2015/06/23) */
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. It sounds like you are unsure if any payment went through. When a customer chooses the price for their question, they place an initial $5 and the balance is processed when an Expert responds. Please check with your card or bank to see if the initial deposit went through. I did try to look up your account by your email address but was unable to find one. Please reach out to me personally at [redacted]@justanswer.com and let me know if you see a charge and if so, we can go through the process of locating the account and I can process a refund for you. Again, I apologize for any inconvenience or confusion.
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.
I just wanted to read an the questions and answers. The person would not let me no matter how many times I said so. Not a friendly site at all. Everyone STAY AWAY !
[redacted] solved a two plus month old problem connecting my printer to my internet after I had U-verse installed. He made it look easy, even though I am not well versed on using a computer he was patient and knowledgeable.
Initial Business Response /* (1000, 5, 2015/03/20) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry that you didn't...
receive an answer to your question in a timely manner. 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.
Upon reviewing your account, I see that you used our self-refund tool to process a refund of your deposits on 3/18/2015. In the interest of maintaining goodwill, I have added a promotional credit of $58 to your account that you may use toward a future question on our site. Or, if you still need help with your question, you may continue with the Expert by returning to your question page on our site.
If you no longer need help with your question, please let me know and I will close 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.
Best regards,
[redacted]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/12/20) */
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 any problems...
or confusion you have experienced with our site.
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 $38 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 $33. When an Expert responds the conversation is on the question page in a chat-like format. Customers can also be offered 'additional services' such as a phone call, Skype call, remote-in desktop and more. These are additional services and costs above the initial question cost, but they are optional. I see that you accepted a phone call for $18. Your refund for the initial question cost was refunded on 12/9/2015. We have a 100% customer satisfaction policy, if you do not get an answer, or you do not get an answer, you are entitled to a refund within the first 30 days.
Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. I see that the membership charge was refunded on 12/14/2015. 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. Moving forward there won't be any additional charges on 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.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have my money refunded, but your "chat like format was nothing but someone asking a generic question which did not warrant any charge what so ever. The person on the phone was the one who did all the work and deserved a fee-absolutely.
Also, it left a bad taste in my mouth about your company, slipping in a membership that I know that I never signed up for.
The premise of your company is good, but you taint it by these practices.
Final Business Response /* (4000, 9, 2016/01/05) */
Hello,
Thank you for your response.
The chat format is meant to be a back and forth question/answer response. Many times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issue. I'm glad to hear the Expert that took the phone call was able to help to your satisfaction.
Regarding the membership, as I mentioned before, it's completely opt-in. We have no way on our end to sign a customer up for a membership and we have many customers who use the site on a question by question basis without using a membership. We've also had people who have clicked on the membership by mistake, I can only assume that is what happened in this case sign up must be done on the customers end to take effect. Again, I apologize for any confusion this has caused.
For your trouble, I'd like to offer you a free question on our site. If you would like to take advantage of this offer, please send me an email at [redacted]@justanswer.com and I will forward you the coupon.
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
Final Consumer Response /* (2000, 11, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/21) */
Hello [redacted],
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the...
problems you have experienced with our site. I've checked your account and I see that your account has been closed and your $39 membership payment have been refunded per your request. The refund should already be back in your funding source as it was returned on 5/7/2015.
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
Prompt attention, fast responses, very satisfied with their service.
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 an account registered to your Yahoo email address associated with this complaint, however, there is no recent activity or charges on this account.
Please let me know if there is another email address you may have registered when you posted your recent question or you can provide me with the first 6 and last 4 digits of the card that was charged and I will check whether there were charges made to that card. I can assure you that I will only use this information to further assist you with your inquiry.
I look forward to your reply.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/02/05) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. Upon reviewing your account, I see that we processed a refund of your $53 charge on 1/31/2014.
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 Expert who answers a customer's question is paid only after the customer gives their answer a positive rating. The Expert is paid using the customer's good faith deposit, so an additional charge is not made to the customer unless the customer decides to leave a bonus for their Expert that exceeds the value of the credit already on the customer's JustAnswer account.
An overview of this process can be found on the How It Works page:
http://ww2.justanswer.com/how-justanswer-works
The reason behind the good faith deposit is to assure both Experts and customers that the transaction will be successful. The customer knows that if the answer is unsatisfactory, then their deposit will be refunded as part of our 100% satisfaction guarantee. The Expert, in turn, knows that the funds to pay for their answer have been authorized and will be available once the customer rates the answer as satisfactory.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I [redacted] assist you with and I would be happy to help.
Warm regards,
[redacted]
Customer Support Supervisor
This is a "rip off". Connected to them on the internet -- $ 5.00 deposit required. Required Technical help for a printer paper feed problem -- $ 26.00 charge.
Corresponded with, "Expert Help ",( that did not help) -- $ 45.00.
Total -- $ 76.00.
Total time of correspondence with this web cite was about 8 minutes. Never did talk
to a human voice. These people seemed to have devised a scheme to do little but
sit at a desk and give out a few recommendations, for computer problems, to
unsuspecting users. Definitely not for the average person that may not be,
"computer smart".
Initial Business Response /* (1000, 5, 2014/03/14) */
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.
Firstly, I'm sorry for the problems...
you've experienced with our site. To confirm whether you were charged, please let me know the first 6 and last 4 digits of the card that was charge. I can assure you that I will only use that information to locate your account and further assist.
Also, we do not advertise that we are a free site. 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. An overview of this process can be found on the How It Works page:
http://ww2.justanswer.com/how-justanswer-works
If you are able to capture a screenshot of the information you viewed on our site that mentions free service, kindly send the screenshot to me so that I can further investigate.
I look forward to your reply.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The card numbers you requested for verification are XXXXXX...[redacted].
It is quite possible that I didn't fully read the information on your site. I had been browsing for information on a few sites, I clicked on one that said "free info", your blog came up - but I did not read everything as I was more intent on asking a question.
Final Business Response /* (4000, 9, 2014/03/28) */
Hello,
Thank you for your reply and for providing your information. I was able to locate your account and I see that we collected a $5 deposit for your question, however, due to site issues, your question was never posted.
I have processed a refund of your $5 deposit. 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 applied a promotional credit to your account of $20 to use toward a question on our site. I hope you give us another try! You may log into your account by entering your [redacted] email address and can request a reset of your password using the Forgot My Password link on the Login page.
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
[redacted] was quick and sent the diagram to reset the washer quickly! It worked great and I will use this service again and recommend as well! Great help!!!
I've been a member in Justanswe[redacted] for several years. For financial and geographical reasons I don't have access to the services offered on the website. I've received tons of great advice about my health, my pets help, financial issues, legal issues and many others.
[redacted] was very professional and provided answers to my questions as if I were a participant on the Antiques Roadshow! The photos I emailed were of a magnificent, 3' x 5' needlepoint piece which she identified as a circa 1940 rug. The rug was rescued from a thrift store for a mere $5.99. What a treasure. And thank you again, [redacted]!
Initial Business Response /* (1000, 5, 2015/08/04) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site. Please let me explain how our deposit system works.
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $38 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 $33.
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.
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.
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.)
Company is processing a refund of deposits.
I had researched my heating issues with my new to me Mercedes Benz 560sl via several Mercedes owners group BB's. I had a good Idea of my problem but with varying answers and conflicting ideas on how to fix I wanted expert advise before spending my money. The cost for a dealer analysis was 10x the amount paid to my mechanic on [redacted] for the same advice from a qualified Mercedes mechanic. It was a no brainer. It was easy to navigate the site and I received my answer several hours later the same day. As mine was not an emergency the time for reply was not a big deal. Based on his general analysis I was able to better refine my searches through the owners groups to try and pinpoint what components I needed to look at first. I haven't yet fixed my problem but have narrowed it down to two components. I would highly recommend the use of JustAnswer.
Initial Business Response /* (1000, 5, 2015/06/03) */
Hello [redacted],
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the...
technical problems you have experienced with our site. If you can email me directly (at [redacted]@justanswer.com) with the email address associated with your account, I will make sure that your refund is processed. (Please do not post your email in a response here as it is a public forum) Our goal is always 100% customer satisfaction and we stand by that policy.
I hope to resolve your concerns to your satisfaction. I look forward to hearing from you.
Best regards,
[redacted]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My acceptance of the response of the company is temporary and contingent upon receiving my full refund as promised.
Initial Business Response /* (1000, 5, 2015/08/30) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems...
you have experienced with our site. It's very unusual to have an Expert just not respond back to a customer. I checked on your question and your Expert and it seems like the Expert has not logged in for over a week. This usually means that the Expert is ill or has some other type of family emergency. I have reached out to our Expert mods and they are looking for an Expert to help and you will receive an email when an Expert responds. If you do not get an answer within a reasonable amount of time, you can email us at [redacted]@justanswr.com or you can email me directly at [redacted]@justanswer.com.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A JustAnswer expert named [redacted] responded and provided a professional, thorough, and timely response to my original question. While I was dissatisfied with JustAnswer's initial process with Nora, I gave [redacted] high marks.
I was happy with the answer I got, it just not the answer that I had hoped for.
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 problems you've experienced...
with our site and that you didn't receive the help you needed. I see that the Expert made an effort to continue helping by posting a few replies to your question page, however, there was no further reply from you.
We're glad to offer a 30-day money back policy. Your refund request was made over 30 days from the date of the original transaction, so you are no longer entitled to a refund, however, as a courtesy, I have processed a refund of your 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 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, 2015/06/23) */
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. It sounds like you are unsure if any payment went through. When a customer chooses the price for their question, they place an initial $5 and the balance is processed when an Expert responds. Please check with your card or bank to see if the initial deposit went through. I did try to look up your account by your email address but was unable to find one. Please reach out to me personally at [redacted]@justanswer.com and let me know if you see a charge and if so, we can go through the process of locating the account and I can process a refund for you. Again, I apologize for any inconvenience or confusion.
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
I just wanted to read an the questions and answers. The person would not let me no matter how many times I said so. Not a friendly site at all. Everyone STAY AWAY !
[redacted] solved a two plus month old problem connecting my printer to my internet after I had U-verse installed. He made it look easy, even though I am not well versed on using a computer he was patient and knowledgeable.
Initial Business Response /* (1000, 5, 2015/03/20) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry that you didn't...
receive an answer to your question in a timely manner. 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.
Upon reviewing your account, I see that you used our self-refund tool to process a refund of your deposits on 3/18/2015. In the interest of maintaining goodwill, I have added a promotional credit of $58 to your account that you may use toward a future question on our site. Or, if you still need help with your question, you may continue with the Expert by returning to your question page on our site.
If you no longer need help with your question, please let me know and I will close 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.
Best regards,
[redacted]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/12/20) */
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 any problems...
or confusion you have experienced with our site.
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 $38 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 $33. When an Expert responds the conversation is on the question page in a chat-like format. Customers can also be offered 'additional services' such as a phone call, Skype call, remote-in desktop and more. These are additional services and costs above the initial question cost, but they are optional. I see that you accepted a phone call for $18. Your refund for the initial question cost was refunded on 12/9/2015. We have a 100% customer satisfaction policy, if you do not get an answer, or you do not get an answer, you are entitled to a refund within the first 30 days.
Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. I see that the membership charge was refunded on 12/14/2015. 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. Moving forward there won't be any additional charges on 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.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have my money refunded, but your "chat like format was nothing but someone asking a generic question which did not warrant any charge what so ever. The person on the phone was the one who did all the work and deserved a fee-absolutely.
Also, it left a bad taste in my mouth about your company, slipping in a membership that I know that I never signed up for.
The premise of your company is good, but you taint it by these practices.
Final Business Response /* (4000, 9, 2016/01/05) */
Hello,
Thank you for your response.
The chat format is meant to be a back and forth question/answer response. Many times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issue. I'm glad to hear the Expert that took the phone call was able to help to your satisfaction.
Regarding the membership, as I mentioned before, it's completely opt-in. We have no way on our end to sign a customer up for a membership and we have many customers who use the site on a question by question basis without using a membership. We've also had people who have clicked on the membership by mistake, I can only assume that is what happened in this case sign up must be done on the customers end to take effect. Again, I apologize for any confusion this has caused.
For your trouble, I'd like to offer you a free question on our site. If you would like to take advantage of this offer, please send me an email at [redacted]@justanswer.com and I will forward you the coupon.
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
Final Consumer Response /* (2000, 11, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)