I just checked my email and Just Answer did refund the total amount of my transaction so that no longer needs to be addressed However, I would appreciate if you could address their lack of transparency and being upfront on what a person is being charged Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/28) */ 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 siteMost questions are answered in a timely manner, but response can be affected by certain factors including time of day posted, amount of Experts available in the category and Experts familiar with the issueOur goal is to answer every question within minutes but it looks like we were unable to do that for you, again, I'm very sorry this happened After checking your account, I can see that your question has been closed and your deposit has been refunded I hope that your dog is doing well and 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, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue was not the moneyIt is the fact that they project themselves through their advertising as though they have someone standing by to answer questionsThis is not the case and this should be stated prior to initiating serviceThe fact that a pop up screen projects this followed by the statement that someone will respond shortly is absolutely wrong There should be a statement indicating that certain hours do not allow for that type of responseThat would keep someone from waiting for long periods at that time of the night!!
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ 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 After checking your question page, it shows that you viewed the answer on 6/24/at 8:PMHowever, sometimes customers experience issues viewing their answer if they don't remember their passwordIf you need a password [redacted] please let us know If you have problems viewing your answer/s in the future, you can email us at ***@justanswer.com and we can assist with getting your answer to you, we can even send it to you by email Additionally, I can see that your refund of $was processed in full on 6/24/ 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, 2015/10/18) */ 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 confusion you have experienced with our siteUnfortunately after checking our files, we do not have any correspondence from the email address you provided hereIf we had received an email request for a refund it would have been handled promptly per our 100% customer guarantee promise Regarding the deposit, please let me explain how our deposit system worksWhen a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $The funds are not transferred to the Expert until you rate them satisfactorily, until then, the funds remain in your JustAnswer account to be used for another question or processed as a refund upon request within days Per your request, I have closed your question page and processed a refund of your depositsYou should see the funds back in your account within 3-days, maybe sooner depending on your bank Regarding your Expert, sometimes when it comes to fixing items, they may think that you have more experience or knowledge than you doIt's perfectly fine to tell them you're not clear on their information or instructions and ask them to repeat it in a way that makes sense to youI'm sorry your Expert did not do that from the start 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, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I checked my credit card account by phone just now and was told that two different deposits had been made; one for $and one for $(the deposit)Although I agreed to the $deposit and was only wanting the $that had been charged at the same time, I am satisfied with this outcome I do want to correct two things in the Just Answer responseThe first is I was never given a choice about the cost of this serviceI was told there would be a $deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $ Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from meI also told them I viewed as fraud their charges for both deposit and balance at the same timeI asked for the $to be retuned to me, and I was well within the day periodIt wasn't until I filed a complaint with Revdex.com that I was able to get satisfactory results Thank you so much for your help [redacted] A [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 any confusion you have experienced with our site Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the siteThere are a few 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' button 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 cancel 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, I can see that you have been opted 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.You will not be charged again unless you post another question 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, Ms [redacted] Senior Customer Support Specialist
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 the problems you have experienced with our site Per your request, I've closed your question page and processed a refund of your depositsThe funds should show back in your account within 3-days, maybe sooner depending on your credit processor For future reference, if you need help with your account you can reach us directly at [redacted] or you can call us at [redacted] (available 6am to 9pm PST) 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, MsChase Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 8, 2015/05/28) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: ***@justanswer.com 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 After checking your JustAnswer account, I can see that your $deposit was refunded per your request on 5/4/If you would like a confirmation number that you can use to confirm the refund with your bank, please let me know 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] Customer Care Manager
Initial Business Response / [redacted] (1000, 5, 2015/09/13) */ 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 I've turned off the notifications on your account, moving forward you should not receive further emailsShould you post a question in the future and need to receive notifications about your question, let us know and we can opt you back in 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, 2015/06/29) */ 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. Regarding our membership plan, it is not a mandatory plan, it's completely optional. Customers have the choice to join the membership plan or continue on a question by question basis. After checking your account, I can see that you are not currently enrolled in any membership plan and you can ignore any offers for the membership moving forward. I checked your question page and I can see that you are currently working with an Expert. They are currently waiting for you to respond, so they can continue to help resolve your issue. 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
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 any confusion you have experienced with our site Regarding our Premium Services (Phone, ***, etc) they are completely optional and we cannot sign customers up for this featureThe customer has to click accept on the pop up in order to pur [redacted] the offer a Premium Service 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 depositsYou should see the funds back in your account within 3-days, 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
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 any confusion you have experienced with our sitePlease let me explain how our deposit system works When a customer posts a question on JustAnswer, they choose or are shown the full price they are willing to pay for a satisfactory answer, on the payment pageThe charge for the question is at the top of the page where you input your payment informationIf you have credit card shown, it shows the $deposit and the balance deposit when an Expert respondsYou can test it out as well by going to our website and going through the first two steps of posting a question, you will not have to enter any payment information to see this Credit card screen - [redacted] After checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively 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 Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the siteThere are a few 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' button 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 cancelAdditionally, we send emails that outline all of the benefits of the membership plan 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 chargesI've also processed a refund of the question depositsThe 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, [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ 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 problem you have experienced with the membership feature of our siteI assure you that our membership plan is not by default or automatic, a customer must click the free trial offer in order to gain access to the membershipIt sounds like you may have inadvertently signed up for our 7-day free trialAt the end of the free trial, the first membership payment is processedI checked your account and can confirm that a refund has been processed for the paymentMoving forward there will not be any recurring charges to your account 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, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I consider myself pretty computer literate having taught high school for many years as well as being a business ownerIf your website is so confusing that I inadvertently signed up for a day free trial that has an automatic post-trial siwith yearly fees, then maybe you need to distinguish a little better between that and a simple one time answer
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ 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 sitePlease 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 answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $ 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 depositsYou should see the funds back in your account within 3-days, 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, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company is processing a refund of deposits
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 any confusion you have experienced with our sitePlease 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 answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively Additionally, when you asked your question, you did not log into your existing JustAnswer account, which is what caused the email/password issues and I apologize for thatIf you decide to use the site again in the future, be sure to log in with your email address and passwordIf you forgot your password and need us to set a temporary password, just let us know 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 depositsYou should see the funds back in your account within 3-days, 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, ***Senior Customer Support Specialist
Complaint: [redacted] I am rejecting this response because: yes you did return the money which was very cool, but I feel others will be spammed as well due to the lack of a competent checkout screen that states is coming from [redacted] instead of I meantioned this in my last email reply! Best [redacted] Sincerely, [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.If a customer is having password problems, they can email us and we will set a temporary password that can be changed once you log inI looked for an account with the email address you provided here and it looks like your last log in on that account was Not logging into your existing account can also cause password issuesIf you can contact us at [redacted] and provide us with another email address or the first and last digits of the card that was charged, we will be able to locate the account and assist further with your concerns 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, Ms [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ 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 to hear about the coughing with your cat and for the problems you have experienced with our site After checking your account and question page, I can see that your question was responded to within minutes of postingWhen a customer posts their question an initial $deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the pageIt sounds like our email may have went to your spam folder Per your request, I've gone ahead and closed your question and processed a refund of your depositYou should see the funds back in your account within 3-business days, 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, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The way the response to charge $was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue Thanks Revdex.com for handling this! :)
Initial Business Response /* (1000, 5, 2016/01/21) */
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
After reviewing your account, the last locked question on your account was in July 2015, I don't see anything more recent that's been locked?
The way the site works is that when a customer asks a question, they can expect to receive the answer to their question and even answers in the same vein, within reasonIf the questions start to go outside of the scope of the initial question, some Experts will ask that you open a new question thread to continueDuplicates are usually reported by other Experts, however (as you have already done on one of your questions) you can say in the first sentence, 'this is not a duplicate' if it's a continuation of another question
Of course if you have any problems or want a question re-opened, you can always reach us at X-XXX-XXX-XXXX or ***@justanswer.com and we will assist with whatever you need
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 Business Response /* (1000, 5, 2015/06/23) */
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 siteIt sounds like you are unsure if any payment went throughWhen a customer chooses the price for their question, they place an initial $and the balance is processed when an Expert respondsPlease check with your card or bank to see if the initial deposit went throughI did try to look up your account by your email address but was unable to find onePlease reach out to me personally at ***@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 youAgain, I apologize for any inconvenience or confusion
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 Business Response /* (1000, 5, 2015/05/21) */
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 siteI've checked your account and I see that your account has been closed and your $membership payment have been refunded per your requestThe refund should already be back in your funding source as it was returned on 5/7/
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 Care Manager
I just checked my email and Just Answer did refund the total amount of my transaction so that no longer needs to be addressed However, I would appreciate if you could address their lack of transparency and being upfront on what a person is being charged Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/28) */ 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 siteMost questions are answered in a timely manner, but response can be affected by certain factors including time of day posted, amount of Experts available in the category and Experts familiar with the issueOur goal is to answer every question within minutes but it looks like we were unable to do that for you, again, I'm very sorry this happened After checking your account, I can see that your question has been closed and your deposit has been refunded I hope that your dog is doing well and 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, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue was not the moneyIt is the fact that they project themselves through their advertising as though they have someone standing by to answer questionsThis is not the case and this should be stated prior to initiating serviceThe fact that a pop up screen projects this followed by the statement that someone will respond shortly is absolutely wrong There should be a statement indicating that certain hours do not allow for that type of responseThat would keep someone from waiting for long periods at that time of the night!!
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ 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 After checking your question page, it shows that you viewed the answer on 6/24/at 8:PMHowever, sometimes customers experience issues viewing their answer if they don't remember their passwordIf you need a password [redacted] please let us know If you have problems viewing your answer/s in the future, you can email us at ***@justanswer.com and we can assist with getting your answer to you, we can even send it to you by email Additionally, I can see that your refund of $was processed in full on 6/24/ 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, 2015/10/18) */ 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 confusion you have experienced with our siteUnfortunately after checking our files, we do not have any correspondence from the email address you provided hereIf we had received an email request for a refund it would have been handled promptly per our 100% customer guarantee promise Regarding the deposit, please let me explain how our deposit system worksWhen a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $The funds are not transferred to the Expert until you rate them satisfactorily, until then, the funds remain in your JustAnswer account to be used for another question or processed as a refund upon request within days Per your request, I have closed your question page and processed a refund of your depositsYou should see the funds back in your account within 3-days, maybe sooner depending on your bank Regarding your Expert, sometimes when it comes to fixing items, they may think that you have more experience or knowledge than you doIt's perfectly fine to tell them you're not clear on their information or instructions and ask them to repeat it in a way that makes sense to youI'm sorry your Expert did not do that from the start 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, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I checked my credit card account by phone just now and was told that two different deposits had been made; one for $and one for $(the deposit)Although I agreed to the $deposit and was only wanting the $that had been charged at the same time, I am satisfied with this outcome I do want to correct two things in the Just Answer responseThe first is I was never given a choice about the cost of this serviceI was told there would be a $deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $ Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from meI also told them I viewed as fraud their charges for both deposit and balance at the same timeI asked for the $to be retuned to me, and I was well within the day periodIt wasn't until I filed a complaint with Revdex.com that I was able to get satisfactory results Thank you so much for your help [redacted] A [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 any confusion you have experienced with our site Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the siteThere are a few 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' button 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 cancel 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, I can see that you have been opted 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.You will not be charged again unless you post another question 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, Ms [redacted] Senior Customer Support Specialist
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 the problems you have experienced with our site Per your request, I've closed your question page and processed a refund of your depositsThe funds should show back in your account within 3-days, maybe sooner depending on your credit processor For future reference, if you need help with your account you can reach us directly at [redacted] or you can call us at [redacted] (available 6am to 9pm PST) 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, MsChase Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 8, 2015/05/28) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: ***@justanswer.com 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 After checking your JustAnswer account, I can see that your $deposit was refunded per your request on 5/4/If you would like a confirmation number that you can use to confirm the refund with your bank, please let me know 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] Customer Care Manager
Initial Business Response / [redacted] (1000, 5, 2015/09/13) */ 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 I've turned off the notifications on your account, moving forward you should not receive further emailsShould you post a question in the future and need to receive notifications about your question, let us know and we can opt you back in 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, 2015/06/29) */ 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. Regarding our membership plan, it is not a mandatory plan, it's completely optional. Customers have the choice to join the membership plan or continue on a question by question basis. After checking your account, I can see that you are not currently enrolled in any membership plan and you can ignore any offers for the membership moving forward. I checked your question page and I can see that you are currently working with an Expert. They are currently waiting for you to respond, so they can continue to help resolve your issue. 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
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 any confusion you have experienced with our site Regarding our Premium Services (Phone, ***, etc) they are completely optional and we cannot sign customers up for this featureThe customer has to click accept on the pop up in order to pur [redacted] the offer a Premium Service 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 depositsYou should see the funds back in your account within 3-days, 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
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 any confusion you have experienced with our sitePlease let me explain how our deposit system works When a customer posts a question on JustAnswer, they choose or are shown the full price they are willing to pay for a satisfactory answer, on the payment pageThe charge for the question is at the top of the page where you input your payment informationIf you have credit card shown, it shows the $deposit and the balance deposit when an Expert respondsYou can test it out as well by going to our website and going through the first two steps of posting a question, you will not have to enter any payment information to see this Credit card screen - [redacted] After checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively 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 Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the siteThere are a few 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' button 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 cancelAdditionally, we send emails that outline all of the benefits of the membership plan 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 chargesI've also processed a refund of the question depositsThe 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, [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ 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 problem you have experienced with the membership feature of our siteI assure you that our membership plan is not by default or automatic, a customer must click the free trial offer in order to gain access to the membershipIt sounds like you may have inadvertently signed up for our 7-day free trialAt the end of the free trial, the first membership payment is processedI checked your account and can confirm that a refund has been processed for the paymentMoving forward there will not be any recurring charges to your account 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, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I consider myself pretty computer literate having taught high school for many years as well as being a business ownerIf your website is so confusing that I inadvertently signed up for a day free trial that has an automatic post-trial siwith yearly fees, then maybe you need to distinguish a little better between that and a simple one time answer
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ 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 sitePlease 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 answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $ 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 depositsYou should see the funds back in your account within 3-days, 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, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company is processing a refund of deposits
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 any confusion you have experienced with our sitePlease 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 answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively Additionally, when you asked your question, you did not log into your existing JustAnswer account, which is what caused the email/password issues and I apologize for thatIf you decide to use the site again in the future, be sure to log in with your email address and passwordIf you forgot your password and need us to set a temporary password, just let us know 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 depositsYou should see the funds back in your account within 3-days, 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, ***Senior Customer Support Specialist
Complaint: [redacted] I am rejecting this response because: yes you did return the money which was very cool, but I feel others will be spammed as well due to the lack of a competent checkout screen that states is coming from [redacted] instead of I meantioned this in my last email reply! Best [redacted] Sincerely, [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.If a customer is having password problems, they can email us and we will set a temporary password that can be changed once you log inI looked for an account with the email address you provided here and it looks like your last log in on that account was Not logging into your existing account can also cause password issuesIf you can contact us at [redacted] and provide us with another email address or the first and last digits of the card that was charged, we will be able to locate the account and assist further with your concerns 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, Ms [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ 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 to hear about the coughing with your cat and for the problems you have experienced with our site After checking your account and question page, I can see that your question was responded to within minutes of postingWhen a customer posts their question an initial $deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the pageIt sounds like our email may have went to your spam folder Per your request, I've gone ahead and closed your question and processed a refund of your depositYou should see the funds back in your account within 3-business days, 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, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The way the response to charge $was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue Thanks Revdex.com for handling this! :)
Initial Business Response /* (1000, 5, 2016/01/21) */
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
After reviewing your account, the last locked question on your account was in July 2015, I don't see anything more recent that's been locked?
The way the site works is that when a customer asks a question, they can expect to receive the answer to their question and even answers in the same vein, within reasonIf the questions start to go outside of the scope of the initial question, some Experts will ask that you open a new question thread to continueDuplicates are usually reported by other Experts, however (as you have already done on one of your questions) you can say in the first sentence, 'this is not a duplicate' if it's a continuation of another question
Of course if you have any problems or want a question re-opened, you can always reach us at X-XXX-XXX-XXXX or ***@justanswer.com and we will assist with whatever you need
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 Business Response /* (1000, 5, 2015/06/23) */
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 siteIt sounds like you are unsure if any payment went throughWhen a customer chooses the price for their question, they place an initial $and the balance is processed when an Expert respondsPlease check with your card or bank to see if the initial deposit went throughI did try to look up your account by your email address but was unable to find onePlease reach out to me personally at ***@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 youAgain, I apologize for any inconvenience or confusion
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 Business Response /* (1000, 5, 2015/05/21) */
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 siteI've checked your account and I see that your account has been closed and your $membership payment have been refunded per your requestThe refund should already be back in your funding source as it was returned on 5/7/
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 Care Manager