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 didn't think you were logged in, but after checking your account, some of the problems you experienced were due to the fact that your remaining deposit failed
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
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.I can see that a refund for your $was already processed on 7/3/
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***
Senior Customer Support Specialist
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 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 price they are going to pay for a satisfactory answerThis is shown before inputting the credit card informationOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is madeWhile 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
I was unable to locate an account with the email address you provided hereSince this is a public forum, please do not post it here, but contact our customer care department at ***.com or you can email me directly at *** and we will assist furtherWe look forward to hearing back from you
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***Senior Customer Support Specialist***
Initial Business Response /* (1000, 5, 2015/05/18) */
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 siteThe account registered to your zoominternet.net email address has no recent questions or deposits on itIf you see a charge to your bank account, this means you have another account with usPlease send to me another email address that you may have registeredIf you did not register another email address, please send the first six and last four digits of the card that was chargedI assure you that I will only use this information to locate the account and further assist you with your refund requestSince these complaints are public on the Revdex.com website, please send this information to me directly at ***@justanswer.com
I look forward to your reply
Best regards,
***
Customer Care Manager
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
Initial Business Response /* (1000, 5, 2015/07/01) */
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
I searched for an account using your email address, but the account on file has not had any activity since It's possible, if you did not log into your existing account, that you may have inadvertently created a guest account
Please email me at ***@justanswer.com with the first digits and the last digits of the card that was charged (NOT the whole card number)Once I have that information, I will have our billing department locate the account so that I can process a refund for youFor your privacy, please do not respond to me here, only on the email address I provided
I hope to resolve 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
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the *** *** *** 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
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
I'm sorry that you confused the deposit balance with the membershipAlthough it looks like you had signed up for our day free trial, you had not been charged for the membership since you were still under the free trialThe membership plan is optional, not automaticYou can have a JustAnswer account where you pay per question, it is not mandatory to be on the membership plan
I have checked your account and closed your question pageI see that you've already reversed the charges for the $and I've gone ahead processed a refund of your $deposit as wellYou 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
Initial Business Response /* (1000, 5, 2016/01/04) */
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 or
confusion you have experienced with our siteI assure you, we are not a scamWe have an A+ rating here with the Revdex.com and we have a 100% customer satisfaction guaranteeAdditionally, we are in no way related to Dell, but it is possible they use Google ads or advertise our services directly to help with Dell issues
Please let me explain how our deposit system works
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory 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 $
Regarding our monthly membership, it is completely optionalWhile we do advertise it on the site, unlimited questions for a low monthly fee, it is completely opt in at the customers discretion
Again, 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
After checking your question page, I can see that you received a response to your question minutes and seconds after posting your question, however it does not show that you viewed the response
Per your request, I can see that on 12/29/a customer care agent closed your question page and processed a refund of your depositsYou should already see the funds back in 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,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is NO CONFUSION on my partANYONE can log onto their site, and check the veracity of my complaintThere is NO OPTION other than signing up for monthly service NOT ON THEIR WEB PAGEAnd they will NEVER convince me they are NOT a scam operation
Final Business Response /* (4000, 10, 2016/01/24) */
Hello,
Thank you for your response
While I understand that you are upset and feel that you were being forced into a membership, the fact is we have thousands of customers who use JustAnswer daily on a question/answer basis and are not subscribed to the membership plan
Again, the membership plan is completely optional on the customers partWe cannot sign a customer up for the membership, even if they ask us to do soThere were no membership charges on your accountThe only deposits were for the initial 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,
***
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/06/03) */
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 technical
problems you have experienced with our siteIf you can email me directly (at ***@justanswer.com) with the email address associated with your account, I will make sure that your refund is processed(Please do not post your email in a response here as it is a public forum) Our goal is always 100% customer satisfaction and we stand by that policy
I hope to resolve your concerns to your satisfactionI look forward to hearing from you
Best regards,
***
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My acceptance of the response of the company is temporary and contingent upon receiving my full refund as promised
Initial Business Response /* (1000, 5, 2015/10/05) */
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 your computerCan you tell me, did you ask a Microsoft question on JustAnswer? I used the email you provided and found an account from 2012, with no recent questions or deposits on itIf you recently asked and paid for a question on JustAnswer, please reach out to me at ***@justanswer.com and I will assist in locating the account and addressing any other issues you might have
I look forward to hearing back from youPlease 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, 2015/12/30) */
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 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 answerOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made
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
I tried to locate your account with the email address you provided here but was unable to find onePlease send me an email at ***@justanswer.com and provide the email you used when you created your JustAnswer account or a link to your question pageIf you don't have those, please provide me the first six (6) and last four (4) of the card that was charged (not the whole card number or any other info off of the card) and I will have our billing department search for the account
I look forward to hearing back from you
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with *** at Just AnswerShe told me that they have issued a credit for $to my credit card accountWhen I spoke with customer service at *** I was told that no refund credit has been received from Just answer
Final Business Response /* (4000, 9, 2016/01/24) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of the follow up response to your complaint filed through the Revdex.com and I'd like to help with your concerns
Here are the authorization codes for the charges that you can provide to your bank to confirm that they did receive the refunds
$2X - XXXXXC
$1X - XXXXXC
$- XXXXXC
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 helpYou can also reach me directly at ***@justanswer.com
Best regards,
***
Senior Customer Support Specialist
Final Consumer Response /* (2000, 11, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just answer indicates that the credit for $refund was received by my bank and referred to an authorization code XXXXXCAs of today the credit has not posted to my accountAs soon as the credit posts to my account I will consider the matter resolvedBank said that Just Answer has billing cycles to issue creditIf they have not responded the bank will remove the $charge permanently
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
Initial Business Response /* (1000, 5, 2015/11/10) */
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 problems or
confusion you have experienced with our site
After checking your account, I can see that you posted a question on 9/1/about your laptop/skullycandy and how to adjust the display sizeSince you did not complete your question with your Expert and do not remember posting it, I've gone ahead and processed a refund of the depositYou 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
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 that you did not
receive a satisfactory answer
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
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 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 that, a $initial/partial deposit is made and the balance is made when an Expert respondsUnfortunately, *** doesn't like to split deposits so many times they will take the full deposit at onceWe are working with *** and working on updating the billing description on our site to reflect that
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
I checked *** but was unable to locate a deposit under the email address you provided herePlease email customer support at *** or you can email me directly at *** and provide the email address associated with your *** account and we will make sure that your deposit is refunded if it hasn't been already
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Noel ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/01) */
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
When you signed up for your free day trial, you were able to post unlimited questions for days at no additional costAt the end of the days, the membership charges automatically for the firs month's membership which accounts for the $chargeYou were not charged for the additional question/s you posted
I see that you've been in contact with our customer service department after you made this complaintI can confirm that your membership was turned offYou may still post questions at no additional cost until the end of your billing cycle on 12/20/If you still want me to refund the $charge, I can do that, however your membership benefits would end at the point of refund
If you still want the $refunded, please send me an email at ***@justanswer.com along with the email address on your JustAnswer account and I will process it for you
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
I contacted *** and he said he would refund the $but so far I have not seen itI will advise when it is received
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** While I appreciate the refund, I disagree with their assessment of the issue I used my username and password multiple times throughout the process, and it never made a difference Additionally, the fact that their own tech support email address was an invalid link was never addressed Either way, at this point they have refunded the money that was charged For this reason, I'll consider this closed and I thank the Revdex.com for your help in resolving this matter JustAnswers' approach was to blame me for their system flaws...they will learn over time that the difference between accepting responsibility or casting blame is the difference between keeping or losing long term customers
Again, I sincerely thank the Revdex.com for your involvement and your help protecting customers and helping victims resolve these types of issues
Sincerely, *** ***
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 siteThere is
never a time when we would tell a customer that an answer would come 7-days later, our questions are answered far quicker than thatAdditionally, if you ask for a refund, we will provide a full refund of whatever funds were processedUnfortunately I am unable to locate an account with the email address you've provided herePlease email me directly at*** so that I can take a look at your account and assist you further
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
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 didn't think you were logged in, but after checking your account, some of the problems you experienced were due to the fact that your remaining deposit failed
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
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.I can see that a refund for your $was already processed on 7/3/
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***
Senior Customer Support Specialist
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 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 price they are going to pay for a satisfactory answerThis is shown before inputting the credit card informationOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is madeWhile 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
I was unable to locate an account with the email address you provided hereSince this is a public forum, please do not post it here, but contact our customer care department at ***.com or you can email me directly at *** and we will assist furtherWe look forward to hearing back from you
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***Senior Customer Support Specialist***
Initial Business Response /* (1000, 5, 2015/05/18) */
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 siteThe account registered to your zoominternet.net email address has no recent questions or deposits on itIf you see a charge to your bank account, this means you have another account with usPlease send to me another email address that you may have registeredIf you did not register another email address, please send the first six and last four digits of the card that was chargedI assure you that I will only use this information to locate the account and further assist you with your refund requestSince these complaints are public on the Revdex.com website, please send this information to me directly at ***@justanswer.com
I look forward to your reply
Best regards,
***
Customer Care Manager
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
Initial Business Response /* (1000, 5, 2015/07/01) */
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
I searched for an account using your email address, but the account on file has not had any activity since It's possible, if you did not log into your existing account, that you may have inadvertently created a guest account
Please email me at ***@justanswer.com with the first digits and the last digits of the card that was charged (NOT the whole card number)Once I have that information, I will have our billing department locate the account so that I can process a refund for youFor your privacy, please do not respond to me here, only on the email address I provided
I hope to resolve 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
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the *** *** *** 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
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
I'm sorry that you confused the deposit balance with the membershipAlthough it looks like you had signed up for our day free trial, you had not been charged for the membership since you were still under the free trialThe membership plan is optional, not automaticYou can have a JustAnswer account where you pay per question, it is not mandatory to be on the membership plan
I have checked your account and closed your question pageI see that you've already reversed the charges for the $and I've gone ahead processed a refund of your $deposit as wellYou 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
Initial Business Response /* (1000, 5, 2016/01/04) */
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 or
confusion you have experienced with our siteI assure you, we are not a scamWe have an A+ rating here with the Revdex.com and we have a 100% customer satisfaction guaranteeAdditionally, we are in no way related to Dell, but it is possible they use Google ads or advertise our services directly to help with Dell issues
Please let me explain how our deposit system works
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory 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 $
Regarding our monthly membership, it is completely optionalWhile we do advertise it on the site, unlimited questions for a low monthly fee, it is completely opt in at the customers discretion
Again, 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
After checking your question page, I can see that you received a response to your question minutes and seconds after posting your question, however it does not show that you viewed the response
Per your request, I can see that on 12/29/a customer care agent closed your question page and processed a refund of your depositsYou should already see the funds back in 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,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is NO CONFUSION on my partANYONE can log onto their site, and check the veracity of my complaintThere is NO OPTION other than signing up for monthly service NOT ON THEIR WEB PAGEAnd they will NEVER convince me they are NOT a scam operation
Final Business Response /* (4000, 10, 2016/01/24) */
Hello,
Thank you for your response
While I understand that you are upset and feel that you were being forced into a membership, the fact is we have thousands of customers who use JustAnswer daily on a question/answer basis and are not subscribed to the membership plan
Again, the membership plan is completely optional on the customers partWe cannot sign a customer up for the membership, even if they ask us to do soThere were no membership charges on your accountThe only deposits were for the initial 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,
***
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/06/03) */
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 technical
problems you have experienced with our siteIf you can email me directly (at ***@justanswer.com) with the email address associated with your account, I will make sure that your refund is processed(Please do not post your email in a response here as it is a public forum) Our goal is always 100% customer satisfaction and we stand by that policy
I hope to resolve your concerns to your satisfactionI look forward to hearing from you
Best regards,
***
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My acceptance of the response of the company is temporary and contingent upon receiving my full refund as promised
Initial Business Response /* (1000, 5, 2015/10/05) */
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 your computerCan you tell me, did you ask a Microsoft question on JustAnswer? I used the email you provided and found an account from 2012, with no recent questions or deposits on itIf you recently asked and paid for a question on JustAnswer, please reach out to me at ***@justanswer.com and I will assist in locating the account and addressing any other issues you might have
I look forward to hearing back from youPlease 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
See Attached
Initial Business Response /* (1000, 5, 2015/12/30) */
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 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 answerOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made
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
I tried to locate your account with the email address you provided here but was unable to find onePlease send me an email at ***@justanswer.com and provide the email you used when you created your JustAnswer account or a link to your question pageIf you don't have those, please provide me the first six (6) and last four (4) of the card that was charged (not the whole card number or any other info off of the card) and I will have our billing department search for the account
I look forward to hearing back from you
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with *** at Just AnswerShe told me that they have issued a credit for $to my credit card accountWhen I spoke with customer service at *** I was told that no refund credit has been received from Just answer
Final Business Response /* (4000, 9, 2016/01/24) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of the follow up response to your complaint filed through the Revdex.com and I'd like to help with your concerns
Here are the authorization codes for the charges that you can provide to your bank to confirm that they did receive the refunds
$2X - XXXXXC
$1X - XXXXXC
$- XXXXXC
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 helpYou can also reach me directly at ***@justanswer.com
Best regards,
***
Senior Customer Support Specialist
Final Consumer Response /* (2000, 11, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just answer indicates that the credit for $refund was received by my bank and referred to an authorization code XXXXXCAs of today the credit has not posted to my accountAs soon as the credit posts to my account I will consider the matter resolvedBank said that Just Answer has billing cycles to issue creditIf they have not responded the bank will remove the $charge permanently
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
Initial Business Response /* (1000, 5, 2015/11/10) */
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 problems or
confusion you have experienced with our site
After checking your account, I can see that you posted a question on 9/1/about your laptop/skullycandy and how to adjust the display sizeSince you did not complete your question with your Expert and do not remember posting it, I've gone ahead and processed a refund of the depositYou 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
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 that you did not
receive a satisfactory answer
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
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 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 that, a $initial/partial deposit is made and the balance is made when an Expert respondsUnfortunately, *** doesn't like to split deposits so many times they will take the full deposit at onceWe are working with *** and working on updating the billing description on our site to reflect that
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
I checked *** but was unable to locate a deposit under the email address you provided herePlease email customer support at *** or you can email me directly at *** and provide the email address associated with your *** account and we will make sure that your deposit is refunded if it hasn't been already
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Noel ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/01) */
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
When you signed up for your free day trial, you were able to post unlimited questions for days at no additional costAt the end of the days, the membership charges automatically for the firs month's membership which accounts for the $chargeYou were not charged for the additional question/s you posted
I see that you've been in contact with our customer service department after you made this complaintI can confirm that your membership was turned offYou may still post questions at no additional cost until the end of your billing cycle on 12/20/If you still want me to refund the $charge, I can do that, however your membership benefits would end at the point of refund
If you still want the $refunded, please send me an email at ***@justanswer.com along with the email address on your JustAnswer account and I will process it for you
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
I contacted *** and he said he would refund the $but so far I have not seen itI will advise when it is received
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** While I appreciate the refund, I disagree with their assessment of the issue I used my username and password multiple times throughout the process, and it never made a difference Additionally, the fact that their own tech support email address was an invalid link was never addressed Either way, at this point they have refunded the money that was charged For this reason, I'll consider this closed and I thank the Revdex.com for your help in resolving this matter JustAnswers' approach was to blame me for their system flaws...they will learn over time that the difference between accepting responsibility or casting blame is the difference between keeping or losing long term customers
Again, I sincerely thank the Revdex.com for your involvement and your help protecting customers and helping victims resolve these types of issues
Sincerely, *** ***
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 siteThere is
never a time when we would tell a customer that an answer would come 7-days later, our questions are answered far quicker than thatAdditionally, if you ask for a refund, we will provide a full refund of whatever funds were processedUnfortunately I am unable to locate an account with the email address you've provided herePlease email me directly at*** so that I can take a look at your account and assist you further
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