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] :)
[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 rugThe rug was rescued from a thrift store for a mere $What a treasureAnd thank you again, ***!
Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site and that you did not get a satisfactory answer Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answerWhen the question is first posted and additional $of the question total is made and then when an Expert responds, the balance of the deposit is madeThe deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with youIf 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 policy Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your depositsThey should show back in your account within 3-business day, maybe sooner depending on your bank I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (2000, 7, 2015/08/03) */ Complaint resolved and just answer have returned money Thank you [redacted] ***
Hello, My name is [redacted] and I am with the customer care team at JustAnswerI 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 All of the Experts on JustAnswer are licensed and verified in their fieldsAdditionally, if you do not get a satisfactory answer, you can ask additional questions, you can ask for a second Expert's opinion or you can ask for a refund within daysWe have a 100% customer satisfaction policyI've closed your question and processed a refund of your depositIt should show back in your account within 3-days, maybe sooner, depending on your credit processor I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (1000, 5, 2014/12/23) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 sitePlease let me explain how our payment system worksWhen asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither 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 questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith depositThe deposit is distributed to the Expert only after the customer gives their answer a positive ratingAn overview of this process can be found on the How It Works 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 and then requested that the account be closedYour 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 accountIf 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 likeIf 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 $and $charges on 12/20/The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyIn the interest of maintaining goodwill, I have added a promotional credit of $to your JustAnswer account which you may use toward a question within the next days I hope that we have resolved your concerns to your satisfactionPlease 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 found JustAnswer on the internet seeking a quick answer to my problem: My dog had just eaten something that may have been poisonous to dogs and I wanted to know whether I should worry about it based on the small amount she had eaten(It was a Sunday and my regular Veterinarian was not working that day)So, I was just doing a general Google search for an answer to the question: what should I do now that my dog has eaten an acorn which may be poisonous to dogs? I did a general Google search I was looking for a web-based answer; that is, a free answer -- one that had already been typed and logged and archived on some site I didn't want to pay for advice if I could have avoided itI came across what I thought was an archived answer to my question; the Google search showed a partial answer on the website JustAnswer I clicked on it and entered the JustAnswer website As I was reading the ostensible archived answer, a direct connection to a live veterinarian popped up in a separate but smaller window on the right in the JustAnswer screen The Vet asked me a few questions about my problem Before I responded, I quickly read the instructions to see if this advice was going to cost me and if so, how much I ascertained that it was somewhere around $(I don't remember the exact amount)Since I was worried in real time about my dog, I decided the price was worth it I asked my question The veterinarian's answer was certainly good and I have no complaints regarding his advice My complaint is with the JustAnswer website: Having thought that I fully paid for the advice that I received advice, I thought no more about it I thought that I may use JustAnswer in the future, paying each time separately for any advice, depending on the urgency of the matter and whether the cost of the advice is worth the price I had no idea that I that, in responding the the live Vet, I was "automatically" entered into JustAnswer's monthly billing cycle for around $monthly I did not knowingly sign up for any future service True, I had read the instructions in haste, nonetheless, I thought that I had read the instructions sufficiently and rightly believed I was paying for a one-time pay-for-play advice On my next checking account statement, to my shock, I noticed a charge for $(apparently monthly) for membership in JustAnswer I was quite annoyed because that is not what I thought had happenedI called the number to JustAnswer and spoke with a person in billing To the website's credit, the billing person reversed the charge and took me off the membership rolls As far as I could tell, I never intentionally signed up for a membershipI am annoyed because I now believe I was an unwitting victim of a shady business practice that seeks to offer advice ostensibly on a one-time basis but in reality bills unwitting answer-seekers as members of JustAnswer Perhaps it was just a misunderstanding To my discredit, I don't regularly look at my checking account statementsLuckily, I looked at my September statement (which included the first days of October) and noticed the $charge If I hadn't looked at this month's statement (I was looking at it to solve an entirely different problem), I may have been billed for months as a member without ever realizing it
Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 siteIt appears that you posted a legal question on our site on 2/13/I see that we processed refunds of your $and $deposits on 2/13/I did not see a charge of $on your account so if you received a charge of $35, please let me know and I will further investigate Please let me explain how our payment system worksBefore question is posted to our site, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither 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 questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith deposit is distributed to the Expert only after the customer gives their answer a positive rating Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund toolIf you should require a refund in the future, you can process it by following this link: http://www.justanswer.com/refund/refund.aspx I hope that we have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Warm regards, [redacted] Customer Support Supervisor
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site While most questions are answered in a timely manner, response time can sometimes be affected by time of day, how many Experts are online and the amount of Experts familiar with your specific problemAfter checking your account, I can see that you did get an answer from an Expert a few hours after you postedThat is not our wait time and I apologize that you did not get a more timely response Per your request, I've gone ahead and processed a refund of your depositsYou should see the funds back in your account within 3-days, maybe sooner depending on your bank's policies I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/11/07) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 siteI wasn't able to locate an account using the email address that you've provided in this complaintIt sounds like you may have posted your question under a different email address or a guest account as we send email notifications to our customers anytime an expert replies to a questionIf you could provide me with an alternate email address you may have used or the first and last digits of the card that was charged I will try to locate the correct account and determine why you didn't hear back from the expert I look forward to your reply and hope to resolve these concerns Best regards, [redacted] Customer Support Supervisor
Initial Business Response / [redacted] (1000, 5, 2014/12/17) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 any confusion you've experienced with our payment systemPlease let me explain how our site worksWhen asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither 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 questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith depositThe deposit is distributed to the Expert only after the customer gives their answer a positive ratingAn overview of this process can be found on the How It Works http://ww2.justanswer.com/how-justanswer-works As a courtesy, I have processed a refund of your $paymentThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyBecause JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund toolIf you should require a refund in the future, you can process it up to days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx May I ask if you still need help with your question? If so, I can look for an Expert to assist youI have added a $credit to your account so that you may continue with your question, or you may use the credit toward another question on our site within days I hope that I have resolved your concerns to your satisfactionAgain, please let me know if you still need help with your TV question or if there is anything else I may assist you with Best regards, [redacted] Customer Support Supervisor Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
These were the comments I sent to [redacted] *., a person in you customer service dept who refunded my chargeThank you very muchIf you are interested, my problem was with the web site I had no problem with authorizing the $refundable deposit However the next stage of the process seemed to take me to another “sales pitch” that did not fit in with the question/answer process and was quite a departure from the “good faith” approach that was in process In fact, it looked so different I thought it was a punrelated to what I was trying to accomplish – so I closed out of the process I was very surprised to see a subsequent email saying “Your answer is on the way!” I hope this is helpful for your process Unfortunately I find that many companies really do not want “feedback” and that they really want “affirmation.” Negative comments/feedback I believe are generally dismissed as being disgruntled consumers [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site When you signed up for your free day trial, you were able to post unlimited questions for days at no additional costAt the end of the days, the membership charges automatically for the firs month's membership which accounts for the $chargeYou were not charged for the additional question/s you posted I see that you've been in contact with our customer service department after you made this complaintI can confirm that your membership was turned offYou may still post questions at no additional cost until the end of your billing cycle on 12/20/If you still want me to refund the $charge, I can do that, however your membership benefits would end at the point of refund If you still want the $refunded, please send me an email at ***@justanswer.com along with the email address on your JustAnswer account and I will process it for you I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (3000, 7, 2015/12/14) */ I contacted [redacted] and he said he would refund the $but so far I have not seen itI will advise when it is received
Hello,My name is Chase and I am with the customer care team at JustAnswerI 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 confusion you have experienced with our siteRegarding our membership plan, it's completely opt in and we cannot sign customers up for this featureThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer: [redacted] The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details [redacted] After checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceIt is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the chargesThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyI hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help.Best regards,ChaseSenior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/03/17) */ Hello, My name is [redacted] and I am with the Customer Care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I would like to help with your concerns Firstly, I am sorry for the problems you have experienced with our siteI located an account under your AOL email address but the account has no questions or payments associated with itIf you received a charge from us, it means that you have another accountTo locate your account, please let me know the first six and last four digits of the card that was chargedI assure you that I will only use this information to locate the transactions and further assist youPlease feel free to email this information to me directly at ***@justanswer.com since these posts are public To clarify our payment process, a $deposit is due at the time of the post and the remaining question deposit is collected once an Expert repliesIf you were charged both the $deposit and the remaining balance, it's likely that an Expert answered your questionOnce you provide me with your payment information, I will be able to understand what occurred and ensure that your concerns are resolved I look forward to your reply Best regards, [redacted] Customer Care Manager
I posted a question regarding military lawI understand the deposit and the charge if the question was worthwhile, but what I received was a wrong answerAdditionally, I was re-billed for a renewal of subscription PRIOR to the new month startedI believe that I should be refunded my $and the $follow on subscription feeat the very least not bill me unless I give positive feedbackI also understand you have your policies on your site, but thy are at best confusing and misleading, and leads me to believe that you do NOT value customer service, and "Take the money and run"
Had a water pressure issue(Not a simple question either I've done quite a bit of plumbing/pipe fitting and was also a instructor at one time teaching construction trades) This one had me stumpedSent the email with my questionPaid an extra $or so since I'm not good at typing and was surprised when ***, master plumber from Massachusetts, immediately returned my call and spoke with me in detail about my issue and what the probable cause was most likely to beDid exactly as he instructed and the problem is fixed no parts needed no extra expenseThis service is a great deal and a whole lot cheaper than calling a pro to your homeThanks to [redacted] and Just Answer for helping me outGreat experienceAnd yes I'm a real person who needed help
This is a "rip off"Connected to them on the internet -- $ deposit requiredRequired Technical help for a printer paper feed problem -- $ chargeCorresponded with, "Expert Help ",( that did not help) -- $ Total -- $ Total time of correspondence with this web cite was about minutesNever did talk to a human voiceThese 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 usersDefinitely not for the average person that may not be, "computer smart"
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] :)
[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 rugThe rug was rescued from a thrift store for a mere $What a treasureAnd thank you again, ***!
Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site and that you did not get a satisfactory answer Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answerWhen the question is first posted and additional $of the question total is made and then when an Expert responds, the balance of the deposit is madeThe deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with youIf 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 policy Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your depositsThey should show back in your account within 3-business day, maybe sooner depending on your bank I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (2000, 7, 2015/08/03) */ Complaint resolved and just answer have returned money Thank you [redacted] ***
Hello, My name is [redacted] and I am with the customer care team at JustAnswerI 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 All of the Experts on JustAnswer are licensed and verified in their fieldsAdditionally, if you do not get a satisfactory answer, you can ask additional questions, you can ask for a second Expert's opinion or you can ask for a refund within daysWe have a 100% customer satisfaction policyI've closed your question and processed a refund of your depositIt should show back in your account within 3-days, maybe sooner, depending on your credit processor I hope that I have resolved your concerns to your satisfactionPlease 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
Great communication, excellent follow through, on time appointment, great response, etc
Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 sitePlease let me explain how our payment system worksWhen asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither 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 questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith depositThe deposit is distributed to the Expert only after the customer gives their answer a positive ratingAn overview of this process can be found on the How It Works 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 and then requested that the account be closedYour 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 accountIf 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 likeIf 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 $and $charges on 12/20/The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyIn the interest of maintaining goodwill, I have added a promotional credit of $to your JustAnswer account which you may use toward a question within the next days I hope that we have resolved your concerns to your satisfactionPlease 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 found JustAnswer on the internet seeking a quick answer to my problem: My dog had just eaten something that may have been poisonous to dogs and I wanted to know whether I should worry about it based on the small amount she had eaten(It was a Sunday and my regular Veterinarian was not working that day)So, I was just doing a general Google search for an answer to the question: what should I do now that my dog has eaten an acorn which may be poisonous to dogs? I did a general Google search I was looking for a web-based answer; that is, a free answer -- one that had already been typed and logged and archived on some site I didn't want to pay for advice if I could have avoided itI came across what I thought was an archived answer to my question; the Google search showed a partial answer on the website JustAnswer I clicked on it and entered the JustAnswer website As I was reading the ostensible archived answer, a direct connection to a live veterinarian popped up in a separate but smaller window on the right in the JustAnswer screen The Vet asked me a few questions about my problem Before I responded, I quickly read the instructions to see if this advice was going to cost me and if so, how much I ascertained that it was somewhere around $(I don't remember the exact amount)Since I was worried in real time about my dog, I decided the price was worth it I asked my question The veterinarian's answer was certainly good and I have no complaints regarding his advice My complaint is with the JustAnswer website: Having thought that I fully paid for the advice that I received advice, I thought no more about it I thought that I may use JustAnswer in the future, paying each time separately for any advice, depending on the urgency of the matter and whether the cost of the advice is worth the price I had no idea that I that, in responding the the live Vet, I was "automatically" entered into JustAnswer's monthly billing cycle for around $monthly I did not knowingly sign up for any future service True, I had read the instructions in haste, nonetheless, I thought that I had read the instructions sufficiently and rightly believed I was paying for a one-time pay-for-play advice On my next checking account statement, to my shock, I noticed a charge for $(apparently monthly) for membership in JustAnswer I was quite annoyed because that is not what I thought had happenedI called the number to JustAnswer and spoke with a person in billing To the website's credit, the billing person reversed the charge and took me off the membership rolls As far as I could tell, I never intentionally signed up for a membershipI am annoyed because I now believe I was an unwitting victim of a shady business practice that seeks to offer advice ostensibly on a one-time basis but in reality bills unwitting answer-seekers as members of JustAnswer Perhaps it was just a misunderstanding To my discredit, I don't regularly look at my checking account statementsLuckily, I looked at my September statement (which included the first days of October) and noticed the $charge If I hadn't looked at this month's statement (I was looking at it to solve an entirely different problem), I may have been billed for months as a member without ever realizing it
Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 siteIt appears that you posted a legal question on our site on 2/13/I see that we processed refunds of your $and $deposits on 2/13/I did not see a charge of $on your account so if you received a charge of $35, please let me know and I will further investigate Please let me explain how our payment system worksBefore question is posted to our site, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither 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 questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith deposit is distributed to the Expert only after the customer gives their answer a positive rating Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund toolIf you should require a refund in the future, you can process it by following this link: http://www.justanswer.com/refund/refund.aspx I hope that we have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Warm regards, [redacted] Customer Support Supervisor
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site While most questions are answered in a timely manner, response time can sometimes be affected by time of day, how many Experts are online and the amount of Experts familiar with your specific problemAfter checking your account, I can see that you did get an answer from an Expert a few hours after you postedThat is not our wait time and I apologize that you did not get a more timely response Per your request, I've gone ahead and processed a refund of your depositsYou should see the funds back in your account within 3-days, maybe sooner depending on your bank's policies I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/11/07) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 siteI wasn't able to locate an account using the email address that you've provided in this complaintIt sounds like you may have posted your question under a different email address or a guest account as we send email notifications to our customers anytime an expert replies to a questionIf you could provide me with an alternate email address you may have used or the first and last digits of the card that was charged I will try to locate the correct account and determine why you didn't hear back from the expert I look forward to your reply and hope to resolve these concerns Best regards, [redacted] Customer Support Supervisor
Initial Business Response / [redacted] (1000, 5, 2014/12/17) */ Hello, My name is [redacted] with the customer support team at JustAnswerI 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 any confusion you've experienced with our payment systemPlease let me explain how our site worksWhen asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither 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 questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith depositThe deposit is distributed to the Expert only after the customer gives their answer a positive ratingAn overview of this process can be found on the How It Works http://ww2.justanswer.com/how-justanswer-works As a courtesy, I have processed a refund of your $paymentThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyBecause JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund toolIf you should require a refund in the future, you can process it up to days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx May I ask if you still need help with your question? If so, I can look for an Expert to assist youI have added a $credit to your account so that you may continue with your question, or you may use the credit toward another question on our site within days I hope that I have resolved your concerns to your satisfactionAgain, please let me know if you still need help with your TV question or if there is anything else I may assist you with Best regards, [redacted] Customer Support Supervisor Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
These were the comments I sent to [redacted] *., a person in you customer service dept who refunded my chargeThank you very muchIf you are interested, my problem was with the web site I had no problem with authorizing the $refundable deposit However the next stage of the process seemed to take me to another “sales pitch” that did not fit in with the question/answer process and was quite a departure from the “good faith” approach that was in process In fact, it looked so different I thought it was a punrelated to what I was trying to accomplish – so I closed out of the process I was very surprised to see a subsequent email saying “Your answer is on the way!” I hope this is helpful for your process Unfortunately I find that many companies really do not want “feedback” and that they really want “affirmation.” Negative comments/feedback I believe are generally dismissed as being disgruntled consumers [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site When you signed up for your free day trial, you were able to post unlimited questions for days at no additional costAt the end of the days, the membership charges automatically for the firs month's membership which accounts for the $chargeYou were not charged for the additional question/s you posted I see that you've been in contact with our customer service department after you made this complaintI can confirm that your membership was turned offYou may still post questions at no additional cost until the end of your billing cycle on 12/20/If you still want me to refund the $charge, I can do that, however your membership benefits would end at the point of refund If you still want the $refunded, please send me an email at ***@justanswer.com along with the email address on your JustAnswer account and I will process it for you I hope that I have resolved your concerns to your satisfactionPlease 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 / [redacted] (3000, 7, 2015/12/14) */ I contacted [redacted] and he said he would refund the $but so far I have not seen itI will advise when it is received
Hello,My name is Chase and I am with the customer care team at JustAnswerI 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 confusion you have experienced with our siteRegarding our membership plan, it's completely opt in and we cannot sign customers up for this featureThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer: [redacted] The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details [redacted] After checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceIt is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the chargesThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyI hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help.Best regards,ChaseSenior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/03/17) */ Hello, My name is [redacted] and I am with the Customer Care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I would like to help with your concerns Firstly, I am sorry for the problems you have experienced with our siteI located an account under your AOL email address but the account has no questions or payments associated with itIf you received a charge from us, it means that you have another accountTo locate your account, please let me know the first six and last four digits of the card that was chargedI assure you that I will only use this information to locate the transactions and further assist youPlease feel free to email this information to me directly at ***@justanswer.com since these posts are public To clarify our payment process, a $deposit is due at the time of the post and the remaining question deposit is collected once an Expert repliesIf you were charged both the $deposit and the remaining balance, it's likely that an Expert answered your questionOnce you provide me with your payment information, I will be able to understand what occurred and ensure that your concerns are resolved I look forward to your reply Best regards, [redacted] Customer Care Manager
Great service with prompt, accurate and clear answer
I posted a question regarding military lawI understand the deposit and the charge if the question was worthwhile, but what I received was a wrong answerAdditionally, I was re-billed for a renewal of subscription PRIOR to the new month startedI believe that I should be refunded my $and the $follow on subscription feeat the very least not bill me unless I give positive feedbackI also understand you have your policies on your site, but thy are at best confusing and misleading, and leads me to believe that you do NOT value customer service, and "Take the money and run"
Had a water pressure issue(Not a simple question either I've done quite a bit of plumbing/pipe fitting and was also a instructor at one time teaching construction trades) This one had me stumpedSent the email with my questionPaid an extra $or so since I'm not good at typing and was surprised when ***, master plumber from Massachusetts, immediately returned my call and spoke with me in detail about my issue and what the probable cause was most likely to beDid exactly as he instructed and the problem is fixed no parts needed no extra expenseThis service is a great deal and a whole lot cheaper than calling a pro to your homeThanks to [redacted] and Just Answer for helping me outGreat experienceAnd yes I'm a real person who needed help
This is a "rip off"Connected to them on the internet -- $ deposit requiredRequired Technical help for a printer paper feed problem -- $ chargeCorresponded with, "Expert Help ",( that did not help) -- $ Total -- $ Total time of correspondence with this web cite was about minutesNever did talk to a human voiceThese 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 usersDefinitely not for the average person that may not be, "computer smart"
Great value for the serviceI have used this service twiceThe mechanics are extremely knowledgeableHighly recommend itI