used for computer hacking problem - excellent assistance - caring, competent assistance and resolved problem - never could have done it on my own - great value for the $'s
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello,
My name is *** 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, but I assure you, we are not a scamOur help page specifically states "When posting a question on JustAnswer, you select the price you are willing to pay for an answerOnce your question is posted, you will be charged in one of three ways depending on the payment course, as described on the payment page where you selected your price: (i) when the question is posted, (ii) at the time an Expert responds to the customer's question, or (iii) $upon the posting of a question with the remainder charged at the time an Expert responds."
You can see this by going to http://ww2.justanswer.com/help/topics/142, under "Asking a Question" and clicking "When will I be charged?"
With that being said, the money is processed into your JustAnswer account, but it stays in your account until you receive a satisfactory answer and rate the ExpertAs per our 100% customer quality guarantee, if you do not receive a response or do not receive a satisfactory response, then you are entitled to a full refund upon request
Regarding the wait time, most questions are answered within minutesHowever response time can vary depending on category, how many Experts are online in that category at the time and how familiar with your question those Experts areWe strive to provide the best service possible and encourage Experts to be sure they can answer before respondingMost times Experts will respond with a request for more information (ie; model number, etc) so that they can provide you with an accurate answer to your question
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I *** assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The explanation Specialist *** gives completely sidesteps the issue I highlighted with my experience; that I was charged the balance of the payment when an Expert responded*** does not speak to the fact that in his response, this Expert did not answer my question at allYet JustAnswer charged me the full amount anywayIt clearly states on their website that you will only be charged the balance if you are satisfied with your answerThe language *** uses to describe the money being "processed" through one's JustAnswer account is circuitous and misleading, I don't know what it means to have my money "processed" - all I know is that my credit card was chargedI only got a refund because I called up and complainedThe reason why I am going to the trouble of filing this complaint with the Revdex.com is because I believe JustAnswer operates by fraudulently charging customers even when no satisfactory answer is given for the question posed, and hoping that people do not go to the trouble of complaining and insisting on a refundI am not impressed by what I interpret as double talk from *** the responding Senior Customer Support Specialist
Final Business Response /* (4000, 9, 2015/07/01) */
Hello,
Thank you for your response and again I apologize for any confusion
When we say 'processes', this simply means that a deposit is made or paid into your JustAnswer accountAs I mentioned in my last response, the way JustAnswer works is that after the initial $is processed or paid into your JustAnswer account, the remaining deposit is paid when an Expert respondsI have attached a screenshot of our help menu where it clearly outlines thisThere is nowhere on our site where it states that you will only be charged the balance if you are satisfied with your answer
Regarding customer satisfaction, if a customer does not get an answer or does not get a satisfactory answer, they are entitled to a full refund of their deposits within daysWe have always stood by that promise and our goal remains 100% customer satisfaction
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I *** assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
contact was quick and clear*** talked with and to me, welling to work with what I new and didIt was like I had a friend helping me with the car problemWas the first time I had done this and was surprised by how great it worked outThe problem turned out to be to big to be handle here but he went all the way to the end with meThanks ***
Initial Business Response /* (1000, 5, 2016/01/28) */
Hello,
My name is *** 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 may have experienced with our site
After checking your account, I can see that the $deposit was refunded at the same time as the CA$chargeThe authorization code for this refund is XXXXXX which you can provide your bank for confirmation
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,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/24) */
Hello,
My name is *** 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
Most questions are answered in a timely manner although there are times when it may take longerI've gone ahead and closed your question page and processed a refund of the depositsYou should see the funds 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,
***
Senior Customer Support Specialist
I was unsure about this at first however DrB answered very quickly was genuinely interested and thoroughly answered my queryI brought the cat to a vet and feel that her answers prepared me for my appointment and I felt that Rueban (the cat) had a step up because I felt more preparedThank you very much
The following is my traumatizing experience in the justanswe r com website:
*** ***
Veterinarian's Assistant
*** ***Hi, I'm ***, the Veterinarian's AssistantPlease tell me what's wrong with the dogYouMy dog ate ounces of chocolate chex mix and he's diabetic
*** ***IÂ’m sorry to hear thatThe Veterinarian will know if your dog will be able to digest thatWhat is the dog's name and age?
YouShould I give him insulin?
*** ***Is there anything else the Veterinarian should be aware of about your dog?
YouHis name is Biggie SmallsHe's a pugWeighs lbs and his glucose is at YouShould I give him insulin?
*** ***I'm sorryI don't knowYouOhOk
*** ***Waiting to talk to the expert reminds me of the time I talked to an expert when I had problems with my new catsMy three cats all came from a rescue mission and were scrawny scared little creatures when I got themWho could ever be mean to a cat?
YouPeople with mental health issues
*** ***I called my cats Facet, Carat, and Sparkle as part of our family tradition of precious stonesBut Sparkle has a glint in her eye that doesn't bode well for the birds outsideYouO oh
*** ***In fact, Sparkle started bringing me presents of dead creatures of all sorts - some weren't even fully deadHas your cat ever done this?
YouNever had a cat
*** ***Apparently it's pretty commonI don't knowYouI'm sorryI stumbled across this website
*** ***Thanks for telling me thatYouLolSorryCan you tell me how does it work?
*** ***If I told you, I'd have to *** youYouLolIs there an actual vet that is on duty?
*** ***I don't rememberYouAre you waiting for a response or something?
*** ***NoI'm the Veterinarian's AssistantYouOKSo*** ***I asked the Vet expert about it and told her Sparkle cries to get my attention when she comes in her cat door then shows me what she has for meYouI'm sorry but I'm worried about my dogAm I missing something here?
*** ***IndeedBeats meYou*** is wrong with you!?
*** ***What confuses you?
YouAre you looking to help me ?
*** ***NoI'm the Veterinarian's AssistantYouOmg!
*** ***The cat plays with the terrified wounded creature: batting it and tossing it up in the airYouYou're a psycho!
*** ***Initially I thanked her and took the offering awayBut that caused the numbers of offerings to increaseOne afternoon it managed a bird or a lizard every hourWhat a huntress
Initial Business Response /* (1000, 5, 2014/06/03) */
Hello,
My name is *** 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 see from your comments on your question page that you tried to send you photos to the Expert by email but that you experienced difficulty with the email address providedI have checked our email system and we are continuously receiving emails to that email addressI'm unsure why your email didn't come through - perhaps there was a file size issue? Also, when we receive photos from a customer, we always send a confirmation email back letting them know that the photos have been received and forwarded to their Expert
Upon reviewing your account, I see that you used the self-refund tool on 5/31/to process refunds of you $and $paymentsThe funds were 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 policy
In the interest of maintaining goodwill, I have added a promotional credit to your account of $that you may use toward another question on our siteIf you still need help with your antiques question, you may try emailing your photos directly to me at ***@justanswer.com and I will locate an Expert to help 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
Warm regards,
***
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/10/07) */
Hello,
My name is *** 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 siteWhile JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely mannerResponse 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 contacted us requesting a refund on 10/2/and that we responded to you and processed the refund to your PayPal account on the same dayKindly check with PayPal if your refund has not been applied to your account and reference your transaction number: 9RWXXXXXXBXXXXXXJ
In the interest of maintaining goodwill, I have applied a $credit to your account which you may use toward another question on our site within daysSince the credit is promotional it is not refundable but we 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,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is untrueI requested a response on the same day that I asked the question and was completely ignoredIt wasn't until I wrote a sternly worded letter to the organization almost five days later, explaining that I had reported them to the Revdex.com, that they refunded my money
Yes, ultimately my monies were returned to me but it was not during the time frame they state on their website and it was not until I informed them of this claim to the Revdex.comThe above response from "Leila" is a complete fabrication of the events
Initial Business Response /* (1000, 5, 2014/12/15) */
Hello,
My name is *** 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 sent an email to you on 12/5/to confirm that you are not on a subscription, that your payment information was deleted from our site, and that your account has been closedI believe we've resolved all of your inquiries but please let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Disappointing/frustrating experience I had question about whether an adaption was feasible for a TV I have on order Had they told me no, I would not have spent time seeking someone to do itHowever, the assistant could not respond with anything near related to my questionIt was obviously a program designed to ask set questions, ieHow long has your set been doing this, how old is your set etc These were AFTER I stated the set was new and had not arrived I just wanted to know if it is legal and possible to add an electrical outlet to the set as we have limited wall plugs and extension devices are restricted Based on experience with the computer program, I did not waste my time registering to talk with so called specialistHow could I begin to trust their guarantee? I think they faked Revdex.com accrediation
This is a scamI posted question...my credit card was charged the $and the $within minutes an I never got a answerI call Just Answer customer service and was told I joined a $membership of which I NEVER JOINED!!! The man could not even find my question!!! I did not get a answer so I disputed the charges on my credit cardThis is a scam company!!!
Poor service! My attempts to cancel "FREE" service was not acknowledge until after I received a response to my original questionI had to request cancellation in formats before receiving a robot response to my cancelation request and then had to fill out another form to request a refund of my "FREE" day trial membershipThey took my funds within seconds of receiving my credit card information but stated it will take hours to respond to my request for a refund and 3-days to show in my bank or credit card accountInteresting how easy it is for them to accept my money for a "FREE" trial membership but how complex for them to refund itHow did they rate an A+ rating? I read so many negative posts about this company that it makes me wonderI was not satisfied with their service or their disguised payment policies or "FREE" trial advertisingPlease review your rating of this company and determine if their A+ rating is justifiable considering their advertising and payment policiesThanks you Revdex.com
Initial Business Response /* (1000, 6, 2014/12/22) */
Hello,
My name is *** 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 assure you we're not a scamI
apologize that you did not receive an answer to your family law questionMost questions are answered within minutes but it depends on the complexity of the questions and the number of Experts available online to answer the questionA deposit is required at the time of the post which is why you were charged, however, the deposit remains in your JustAnswer account until you receive a helpful answer and rate is as satisfactoryIf a customer doesn't get the help they need, they can always get a refund of the deposit by using our self-refund tool available on the site or by sending a request to our customer care team
I see that on 12/16/2014, we processed a full refund of your deposit at your requestSince your deposit was refunded, your question was closed
Furthermore, you received a second charge from us when you posted your customer service inquiry as a question on our siteAny customer service inquires should be sent to our support team at ***@justanswer.comThe customer service question was locked so as to not cause any confusion for the Experts who answer questions on our siteThe payment for this question has been refunded on 12/16/2014, as well
May I ask if you still need help with your question? If so, I can look for an Expert to assist you free-of-chargePlease reply to this email if you still need help or if there is anything else I may assist you with
Best regards,
***
Customer Support Manager
Initial Consumer Rebuttal /* (3000, 8, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept her response when I see that the funds were returned to my accountAs of this writing I do not see the refunds she claims to have made
The first question was never answered though the promise is just a few minutes, and the question was not so complicated that I received an answer immediately from a lawyer friend
The second question that I was charged went something like this "Why was my question not answered? and for this question I was charged $? That is why I thought it was a scam and then there was no other way I could have communicated with your company without incurring more expensesYou had in your ad that I could cancel yet does not provide a way to
No Thank You, I do not need naything from you
Final Business Response /* (4000, 11, 2014/12/31) */
Hello ***,
My name is *** 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
In looking into your account it appears that you posted a family Law question to the site and then the additional question asking where the answer was on 12/15/2014, that was the cause for the duplicate chargesI can also see that you contacted our customer support team via email on 12/15/and that we issued a refund for the charges the same day
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,
***
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2015/10/21) */
Hello,
My name is *** 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
Regarding our membership plan, it's completely opt in and it is not mandatory to sign up to ask a questionIt's possible you may have experienced a site glitch or the browser or device you used may have caused the pto overlap when you posted your question
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 policy
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,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was the outcome I wanted
Although unable to answer my specific question, the tech was super helpful and the site refunded my payment without issue
I would definitely recommend this site and service to anyone
Initial Business Response /* (1000, 5, 2014/05/07) */
Hello,
My name is *** 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 subscription offerA customer must select the option to enroll into a subscription and the offer indicates that the subscription is a monthly recurring programUpon reviewing your account, I see that we sent email notifications to your *** email address at the start of each billing cycle, specifically: 2/1/2014, 3/8/and 4/8/These emails were reminders to you of your subscription and payment that would be collected
In the interest of maintaining goodwill, I have processed a refund of three additional subscription payments of $eachThe 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 policy
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
Warm regards,
***
Customer Support Supervisor
I did ask a question but unfortunately my bird died before I received an answerOn that basis therefore I cannot give a rating, though, if I had another bird question I would certainly use this service again
I live in Australia, so I was unable to leave my phone number when I originally contacted JustAnswer as it the section asking for a phone number was for USA use only And we have a post code not a zip code - our postcode number wouldn't be recognised in the USA
used for computer hacking problem - excellent assistance - caring, competent assistance and resolved problem - never could have done it on my own - great value for the $'s
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello,
My name is *** 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, but I assure you, we are not a scamOur help page specifically states "When posting a question on JustAnswer, you select the price you are willing to pay for an answerOnce your question is posted, you will be charged in one of three ways depending on the payment course, as described on the payment page where you selected your price: (i) when the question is posted, (ii) at the time an Expert responds to the customer's question, or (iii) $upon the posting of a question with the remainder charged at the time an Expert responds."
You can see this by going to http://ww2.justanswer.com/help/topics/142, under "Asking a Question" and clicking "When will I be charged?"
With that being said, the money is processed into your JustAnswer account, but it stays in your account until you receive a satisfactory answer and rate the ExpertAs per our 100% customer quality guarantee, if you do not receive a response or do not receive a satisfactory response, then you are entitled to a full refund upon request
Regarding the wait time, most questions are answered within minutesHowever response time can vary depending on category, how many Experts are online in that category at the time and how familiar with your question those Experts areWe strive to provide the best service possible and encourage Experts to be sure they can answer before respondingMost times Experts will respond with a request for more information (ie; model number, etc) so that they can provide you with an accurate answer to your question
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I *** assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The explanation Specialist *** gives completely sidesteps the issue I highlighted with my experience; that I was charged the balance of the payment when an Expert responded*** does not speak to the fact that in his response, this Expert did not answer my question at allYet JustAnswer charged me the full amount anywayIt clearly states on their website that you will only be charged the balance if you are satisfied with your answerThe language *** uses to describe the money being "processed" through one's JustAnswer account is circuitous and misleading, I don't know what it means to have my money "processed" - all I know is that my credit card was chargedI only got a refund because I called up and complainedThe reason why I am going to the trouble of filing this complaint with the Revdex.com is because I believe JustAnswer operates by fraudulently charging customers even when no satisfactory answer is given for the question posed, and hoping that people do not go to the trouble of complaining and insisting on a refundI am not impressed by what I interpret as double talk from *** the responding Senior Customer Support Specialist
Final Business Response /* (4000, 9, 2015/07/01) */
Hello,
Thank you for your response and again I apologize for any confusion
When we say 'processes', this simply means that a deposit is made or paid into your JustAnswer accountAs I mentioned in my last response, the way JustAnswer works is that after the initial $is processed or paid into your JustAnswer account, the remaining deposit is paid when an Expert respondsI have attached a screenshot of our help menu where it clearly outlines thisThere is nowhere on our site where it states that you will only be charged the balance if you are satisfied with your answer
Regarding customer satisfaction, if a customer does not get an answer or does not get a satisfactory answer, they are entitled to a full refund of their deposits within daysWe have always stood by that promise and our goal remains 100% customer satisfaction
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I *** assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
contact was quick and clear*** talked with and to me, welling to work with what I new and didIt was like I had a friend helping me with the car problemWas the first time I had done this and was surprised by how great it worked outThe problem turned out to be to big to be handle here but he went all the way to the end with meThanks ***
Initial Business Response /* (1000, 5, 2016/01/28) */
Hello,
My name is *** 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 may have experienced with our site
After checking your account, I can see that the $deposit was refunded at the same time as the CA$chargeThe authorization code for this refund is XXXXXX which you can provide your bank for confirmation
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,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/24) */
Hello,
My name is *** 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
Most questions are answered in a timely manner although there are times when it may take longerI've gone ahead and closed your question page and processed a refund of the depositsYou should see the funds 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,
***
Senior Customer Support Specialist
I was unsure about this at first however DrB answered very quickly was genuinely interested and thoroughly answered my queryI brought the cat to a vet and feel that her answers prepared me for my appointment and I felt that Rueban (the cat) had a step up because I felt more preparedThank you very much
The following is my traumatizing experience in the justanswe r com website:
*** ***
Veterinarian's Assistant
*** ***Hi, I'm ***, the Veterinarian's AssistantPlease tell me what's wrong with the dogYouMy dog ate ounces of chocolate chex mix and he's diabetic
*** ***IÂ’m sorry to hear thatThe Veterinarian will know if your dog will be able to digest thatWhat is the dog's name and age?
YouShould I give him insulin?
*** ***Is there anything else the Veterinarian should be aware of about your dog?
YouHis name is Biggie SmallsHe's a pugWeighs lbs and his glucose is at YouShould I give him insulin?
*** ***I'm sorryI don't knowYouOhOk
*** ***Waiting to talk to the expert reminds me of the time I talked to an expert when I had problems with my new catsMy three cats all came from a rescue mission and were scrawny scared little creatures when I got themWho could ever be mean to a cat?
YouPeople with mental health issues
*** ***I called my cats Facet, Carat, and Sparkle as part of our family tradition of precious stonesBut Sparkle has a glint in her eye that doesn't bode well for the birds outsideYouO oh
*** ***In fact, Sparkle started bringing me presents of dead creatures of all sorts - some weren't even fully deadHas your cat ever done this?
YouNever had a cat
*** ***Apparently it's pretty commonI don't knowYouI'm sorryI stumbled across this website
*** ***Thanks for telling me thatYouLolSorryCan you tell me how does it work?
*** ***If I told you, I'd have to *** youYouLolIs there an actual vet that is on duty?
*** ***I don't rememberYouAre you waiting for a response or something?
*** ***NoI'm the Veterinarian's AssistantYouOKSo*** ***I asked the Vet expert about it and told her Sparkle cries to get my attention when she comes in her cat door then shows me what she has for meYouI'm sorry but I'm worried about my dogAm I missing something here?
*** ***IndeedBeats meYou*** is wrong with you!?
*** ***What confuses you?
YouAre you looking to help me ?
*** ***NoI'm the Veterinarian's AssistantYouOmg!
*** ***The cat plays with the terrified wounded creature: batting it and tossing it up in the airYouYou're a psycho!
*** ***Initially I thanked her and took the offering awayBut that caused the numbers of offerings to increaseOne afternoon it managed a bird or a lizard every hourWhat a huntress
They answered my questions right away on a weekend and I got done what would have cost hundreds moreWay to go !!!!!!! Thanks so much
Initial Business Response /* (1000, 5, 2014/06/03) */
Hello,
My name is *** 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 see from your comments on your question page that you tried to send you photos to the Expert by email but that you experienced difficulty with the email address providedI have checked our email system and we are continuously receiving emails to that email addressI'm unsure why your email didn't come through - perhaps there was a file size issue? Also, when we receive photos from a customer, we always send a confirmation email back letting them know that the photos have been received and forwarded to their Expert
Upon reviewing your account, I see that you used the self-refund tool on 5/31/to process refunds of you $and $paymentsThe funds were 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 policy
In the interest of maintaining goodwill, I have added a promotional credit to your account of $that you may use toward another question on our siteIf you still need help with your antiques question, you may try emailing your photos directly to me at ***@justanswer.com and I will locate an Expert to help 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
Warm regards,
***
Customer Support Supervisor
I had an excellent experience with this company
Initial Business Response /* (1000, 5, 2014/10/07) */
Hello,
My name is *** 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 siteWhile JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely mannerResponse 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 contacted us requesting a refund on 10/2/and that we responded to you and processed the refund to your PayPal account on the same dayKindly check with PayPal if your refund has not been applied to your account and reference your transaction number: 9RWXXXXXXBXXXXXXJ
In the interest of maintaining goodwill, I have applied a $credit to your account which you may use toward another question on our site within daysSince the credit is promotional it is not refundable but we 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,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is untrueI requested a response on the same day that I asked the question and was completely ignoredIt wasn't until I wrote a sternly worded letter to the organization almost five days later, explaining that I had reported them to the Revdex.com, that they refunded my money
Yes, ultimately my monies were returned to me but it was not during the time frame they state on their website and it was not until I informed them of this claim to the Revdex.comThe above response from "Leila" is a complete fabrication of the events
Initial Business Response /* (1000, 5, 2014/12/15) */
Hello,
My name is *** 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 sent an email to you on 12/5/to confirm that you are not on a subscription, that your payment information was deleted from our site, and that your account has been closedI believe we've resolved all of your inquiries but please let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Disappointing/frustrating experience I had question about whether an adaption was feasible for a TV I have on order Had they told me no, I would not have spent time seeking someone to do itHowever, the assistant could not respond with anything near related to my questionIt was obviously a program designed to ask set questions, ieHow long has your set been doing this, how old is your set etc These were AFTER I stated the set was new and had not arrived I just wanted to know if it is legal and possible to add an electrical outlet to the set as we have limited wall plugs and extension devices are restricted Based on experience with the computer program, I did not waste my time registering to talk with so called specialistHow could I begin to trust their guarantee? I think they faked Revdex.com accrediation
This is a scamI posted question...my credit card was charged the $and the $within minutes an I never got a answerI call Just Answer customer service and was told I joined a $membership of which I NEVER JOINED!!! The man could not even find my question!!! I did not get a answer so I disputed the charges on my credit cardThis is a scam company!!!
Poor service! My attempts to cancel "FREE" service was not acknowledge until after I received a response to my original questionI had to request cancellation in formats before receiving a robot response to my cancelation request and then had to fill out another form to request a refund of my "FREE" day trial membershipThey took my funds within seconds of receiving my credit card information but stated it will take hours to respond to my request for a refund and 3-days to show in my bank or credit card accountInteresting how easy it is for them to accept my money for a "FREE" trial membership but how complex for them to refund itHow did they rate an A+ rating? I read so many negative posts about this company that it makes me wonderI was not satisfied with their service or their disguised payment policies or "FREE" trial advertisingPlease review your rating of this company and determine if their A+ rating is justifiable considering their advertising and payment policiesThanks you Revdex.com
Initial Business Response /* (1000, 6, 2014/12/22) */
Hello,
My name is *** 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 assure you we're not a scamI
apologize that you did not receive an answer to your family law questionMost questions are answered within minutes but it depends on the complexity of the questions and the number of Experts available online to answer the questionA deposit is required at the time of the post which is why you were charged, however, the deposit remains in your JustAnswer account until you receive a helpful answer and rate is as satisfactoryIf a customer doesn't get the help they need, they can always get a refund of the deposit by using our self-refund tool available on the site or by sending a request to our customer care team
I see that on 12/16/2014, we processed a full refund of your deposit at your requestSince your deposit was refunded, your question was closed
Furthermore, you received a second charge from us when you posted your customer service inquiry as a question on our siteAny customer service inquires should be sent to our support team at ***@justanswer.comThe customer service question was locked so as to not cause any confusion for the Experts who answer questions on our siteThe payment for this question has been refunded on 12/16/2014, as well
May I ask if you still need help with your question? If so, I can look for an Expert to assist you free-of-chargePlease reply to this email if you still need help or if there is anything else I may assist you with
Best regards,
***
Customer Support Manager
Initial Consumer Rebuttal /* (3000, 8, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept her response when I see that the funds were returned to my accountAs of this writing I do not see the refunds she claims to have made
The first question was never answered though the promise is just a few minutes, and the question was not so complicated that I received an answer immediately from a lawyer friend
The second question that I was charged went something like this "Why was my question not answered? and for this question I was charged $? That is why I thought it was a scam and then there was no other way I could have communicated with your company without incurring more expensesYou had in your ad that I could cancel yet does not provide a way to
No Thank You, I do not need naything from you
Final Business Response /* (4000, 11, 2014/12/31) */
Hello ***,
My name is *** 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
In looking into your account it appears that you posted a family Law question to the site and then the additional question asking where the answer was on 12/15/2014, that was the cause for the duplicate chargesI can also see that you contacted our customer support team via email on 12/15/and that we issued a refund for the charges the same day
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,
***
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2015/10/21) */
Hello,
My name is *** 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
Regarding our membership plan, it's completely opt in and it is not mandatory to sign up to ask a questionIt's possible you may have experienced a site glitch or the browser or device you used may have caused the pto overlap when you posted your question
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 policy
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,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was the outcome I wanted
Although unable to answer my specific question, the tech was super helpful and the site refunded my payment without issue
I would definitely recommend this site and service to anyone
Initial Business Response /* (1000, 5, 2014/05/07) */
Hello,
My name is *** 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 subscription offerA customer must select the option to enroll into a subscription and the offer indicates that the subscription is a monthly recurring programUpon reviewing your account, I see that we sent email notifications to your *** email address at the start of each billing cycle, specifically: 2/1/2014, 3/8/and 4/8/These emails were reminders to you of your subscription and payment that would be collected
In the interest of maintaining goodwill, I have processed a refund of three additional subscription payments of $eachThe 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 policy
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
Warm regards,
***
Customer Support Supervisor
I did ask a question but unfortunately my bird died before I received an answerOn that basis therefore I cannot give a rating, though, if I had another bird question I would certainly use this service again
I live in Australia, so I was unable to leave my phone number when I originally contacted JustAnswer as it the section asking for a phone number was for USA use only And we have a post code not a zip code - our postcode number wouldn't be recognised in the USA