Hello ,Thank you for your reply and I sincerely apologize for any confusion.When a customer posts their question, they choose the price they are willing to pay for a satisfactory answer on the question pageHowever, we do offer Premium services, such as phone calls, *** calls, private email corrospondance and moreWhen a customer requests one of these services or the Expert offers them, there's a box that clearly states the cost and the serviceIn order to accept the premium service, the customer has to accept by clicking the agree buttonRegarding the membership, only the customer can enroll in one of our membership plansit's never done automatically by the siteThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer:***The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details page:***Additionally, we send emails that outline all of the benefits of the membership planWe also have a 100% customer satisfaction policyIf you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund within days. 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 helpBest Regards,Ms***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 confusion you
have experienced with our siteThere are antique appraisers on our site who can help with appraisal questions which is probably why we came up during your searchI checked our records and we did not receive a refund request from you, however, per your complaint I have processed a refund of your $and $paymentsThe 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,
***
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!
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 siteAfter
checking your account, I can see that your deposits were already refunded in full on 3/10/
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 /* (1000, 5, 2015/07/19) */
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 and that you did not get a satisfactory answer
Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answerWhen the question is first posted and additional $of the question total is made and then when an Expert responds, the balance of the deposit is madeThe deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with youIf you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction policy
Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your depositsThey should show back in your account within 3-business day, maybe sooner depending on your bank
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
Complaint resolved and just answer have returned money
Thank you
*** ***
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 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 do offer Premium Services for an additional cost and when you accept or request a Premium Service, the site assumes that you are happy with the Expert and processes the ratingI see that you've already been refunded for the premium serviceIf you were not satisfied with your Experts answer, you are welcome to contact us for a refund of the depositYou also have the option of continuing your conversation with your Expert at no additional chargeYou can email a picture of the item to customer support and they will get it to your Expert
As always, 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 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, *** ***
Initial Business Response /* (1000, 5, 2015/09/13) */
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
I am sorry for the problems you have
experienced with our siteWhile occasionally we may experience a site bug where a link will not work, it is always our intention for all links and aspects of our site to work the way that they shouldIf you can remember what page you were on when you requested a refund and the link did not work, please send me an email at ***@justanswer.com so that I can have our techs look into the issue further
Meanwhile, I have checked your question page and can confirm that your refund has been processed
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, 9, 2015/06/22) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@justanswer.com
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 you are experiencing with your Omron productIt sounds like you came to JustAnswer thinking that you were contacting OmronI searched for an account that matches your email, but I didn't find oneIf you have been charged by JustAnswer, please contact me directly at ***@justanswer.com, so I can assist with processing a refund
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, 11, 2015/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would appreciate getting the appropriate email address to which I should send my complaintThanks very much
*** *** ***@comcast.net XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/05) */
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 or
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 $
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
Upon reviewing your account, I see that both refunds of $and $was processed on 12/29/back to your card ending in *** due to a chargeback you made on your cardHad you contacted us directly, we would have refunded both charges for you
I encourage you to contact your card issuer to confirm this information and please reference the refund authorization codes, XXXXXX and XXXXXX respectively
If your bank cannot confirm the refund, please write back with your phone number and the best time to reach youI will arrange for a member of my billing team to do a conference call with you and your bank so we can get this resolvedMy billing team is available Monday-Friday from 8:00AM-5:00PM 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,
***
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/05/04) */
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 you have
experienced with our siteUpon reviewing your account I see that an Expert responded to your question about minutes after you posted it but it appears that you did not go back to your question page to view the answerIf you remained on our website after you posted your question, you should have seen an on-screen notification of the responseWe sent an email notification to you, as well
I see that the $payment has been refundedIn the interest of maintaining goodwill, I have added a credit of $to your account that you may use to ask another question on the siteSince this is a promotional credit, it is not refundable but I hope you give us another try
Please let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
I am sorry that you did not get a
satisfactory answer to your question and for the problems you have experienced with our site and membership programAfter checking your account, I can see that our customer service team reached out to you to let you know that they refunded all of the subscription charges the same day you emailed us on June 8, Moving forward there will be no recurring charges as the membership has been turned offCustomers have the option of turning off the membership themselves at any time by logging into their account and editing their membership settingsAgain, I apologize for any inconvenience this has caused 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
Hello,
My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for any confusion you have experienced with our 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 answerThe 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 respondsI've provided a sample screenshot below of the question charge showing the full paymentYou 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)
Sample Credit card screenshot - ***
I am unable to locate a JustAnswer account with the email address you've provided here, but I have sent you a direct email to get more information to assist
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 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 /* (1000, 5, 2015/05/05) */
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 our customer care team and for any misinformation you may have receivedI see that we processed a refund of one membership payment of $on 3/30/A refund form is required for refund requests outside of our 30-day policy and though the form was not completed, to resolve this concern we processed three additional refunds of membership payments as well as the original question deposit on 4/27/The total amount refunded is $Your account has been closed and your credit card has been deletedMoving forward, you will not receive any charges from JustAnswer
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
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, *** ***
Complaint: ***I am rejecting this response because:
They claim a 100% satisfaction guarantee yet ignore your customer service request
The "answer" I received from their "expert" did not consider relevant information in my question I received half an answer and a request for more money before additional "answers" would be provided Requests for more money or "opting out" was more important to the expert than actually answering the question
I'm still out $33.00Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/10/15) */
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 or
your husband may have experienced with our site
When answering questions on JustAnswer, Experts only know the info they are supplied from the customerWe have many customers who have various issues with their Kindle products and we are always willing and able to helpYes, we are a paid site and this is made clear at the onset of posting a question when customers are asked to choose a price for their answerWe have no way of knowing that you could have given him the password, the Expert helped on the page as he would any other customer
With that being said, I've processed a refund of all of the chargesThe funds should return to your account within 3-days, maybe sooner depending on your bank's policiesIf you ever need to contact our customer support (at no additional charge), you can email us at ***@justanswer.com or call us at***
Again, I apologize for any inconvenience or confusionWe have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are always entitled to a full refund
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, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for any confusion you have experienced with our 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 answerThe charge for the question is at the top of the page where you input your payment informationRegarding the differences with a credit card payment and a paypal payment, the 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 respondsIf you choose the PayPal option, it shows the full amount that will be taken for the questionI've provided some screenshots below of the same question charge, with two different payment optionsYou 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 sample - ***
PayPal screen sample - ***
After checking your account, I can see $$was the total cost for your questionWhile 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
Per your request, your question page was closed and a refund of your deposit was already processedYou would have seen 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,
MsChase
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/09/08) */
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
JustAnswer is a public forum, therefore questions, answers, and other posts on JustAnswer are not private or confidentialAfter checking the link you've provided, I can see that your information has already been removed from the question page
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, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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, *** ***
Hello,My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.Firstly, I am sorry for any confusion you have experienced with our siteRegarding our membership plan,
it's completely opt in and we cannot sign customers up for this featureThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer:***The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details page:***After checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceIt is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the chargesThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyI hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help.Best regards,ChaseSenior Customer Support Specialist
Hello ,Thank you for your reply and I sincerely apologize for any confusion.When a customer posts their question, they choose the price they are willing to pay for a satisfactory answer on the question pageHowever, we do offer Premium services, such as phone calls, *** calls, private email corrospondance and moreWhen a customer requests one of these services or the Expert offers them, there's a box that clearly states the cost and the serviceIn order to accept the premium service, the customer has to accept by clicking the agree buttonRegarding the membership, only the customer can enroll in one of our membership plansit's never done automatically by the siteThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer:***The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details page:***Additionally, we send emails that outline all of the benefits of the membership planWe also have a 100% customer satisfaction policyIf you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund within days. 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 helpBest Regards,Ms***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 confusion you
have experienced with our siteThere are antique appraisers on our site who can help with appraisal questions which is probably why we came up during your searchI checked our records and we did not receive a refund request from you, however, per your complaint I have processed a refund of your $and $paymentsThe 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,
***
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!
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 siteAfter
checking your account, I can see that your deposits were already refunded in full on 3/10/
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 /* (1000, 5, 2015/07/19) */
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 and that you did not get a satisfactory answer
Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answerWhen the question is first posted and additional $of the question total is made and then when an Expert responds, the balance of the deposit is madeThe deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with youIf you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction policy
Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your depositsThey should show back in your account within 3-business day, maybe sooner depending on your bank
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
Complaint resolved and just answer have returned money
Thank you
*** ***
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 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 do offer Premium Services for an additional cost and when you accept or request a Premium Service, the site assumes that you are happy with the Expert and processes the ratingI see that you've already been refunded for the premium serviceIf you were not satisfied with your Experts answer, you are welcome to contact us for a refund of the depositYou also have the option of continuing your conversation with your Expert at no additional chargeYou can email a picture of the item to customer support and they will get it to your Expert
As always, 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 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, *** ***
Initial Business Response /* (1000, 5, 2015/09/13) */
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
I am sorry for the problems you have
experienced with our siteWhile occasionally we may experience a site bug where a link will not work, it is always our intention for all links and aspects of our site to work the way that they shouldIf you can remember what page you were on when you requested a refund and the link did not work, please send me an email at ***@justanswer.com so that I can have our techs look into the issue further
Meanwhile, I have checked your question page and can confirm that your refund has been processed
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, 9, 2015/06/22) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@justanswer.com
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 you are experiencing with your Omron productIt sounds like you came to JustAnswer thinking that you were contacting OmronI searched for an account that matches your email, but I didn't find oneIf you have been charged by JustAnswer, please contact me directly at ***@justanswer.com, so I can assist with processing a refund
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, 11, 2015/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would appreciate getting the appropriate email address to which I should send my complaintThanks very much
*** *** ***@comcast.net XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/05) */
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 or
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 $
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
Upon reviewing your account, I see that both refunds of $and $was processed on 12/29/back to your card ending in *** due to a chargeback you made on your cardHad you contacted us directly, we would have refunded both charges for you
I encourage you to contact your card issuer to confirm this information and please reference the refund authorization codes, XXXXXX and XXXXXX respectively
If your bank cannot confirm the refund, please write back with your phone number and the best time to reach youI will arrange for a member of my billing team to do a conference call with you and your bank so we can get this resolvedMy billing team is available Monday-Friday from 8:00AM-5:00PM 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,
***
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/05/04) */
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 you have
experienced with our siteUpon reviewing your account I see that an Expert responded to your question about minutes after you posted it but it appears that you did not go back to your question page to view the answerIf you remained on our website after you posted your question, you should have seen an on-screen notification of the responseWe sent an email notification to you, as well
I see that the $payment has been refundedIn the interest of maintaining goodwill, I have added a credit of $to your account that you may use to ask another question on the siteSince this is a promotional credit, it is not refundable but I hope you give us another try
Please let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
I am sorry that you did not get a
satisfactory answer to your question and for the problems you have experienced with our site and membership programAfter checking your account, I can see that our customer service team reached out to you to let you know that they refunded all of the subscription charges the same day you emailed us on June 8, Moving forward there will be no recurring charges as the membership has been turned offCustomers have the option of turning off the membership themselves at any time by logging into their account and editing their membership settingsAgain, I apologize for any inconvenience this has caused 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
Hello,
My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for any confusion you have experienced with our 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 answerThe 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 respondsI've provided a sample screenshot below of the question charge showing the full paymentYou 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)
Sample Credit card screenshot - ***
I am unable to locate a JustAnswer account with the email address you've provided here, but I have sent you a direct email to get more information to assist
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 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 /* (1000, 5, 2015/05/05) */
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 our customer care team and for any misinformation you may have receivedI see that we processed a refund of one membership payment of $on 3/30/A refund form is required for refund requests outside of our 30-day policy and though the form was not completed, to resolve this concern we processed three additional refunds of membership payments as well as the original question deposit on 4/27/The total amount refunded is $Your account has been closed and your credit card has been deletedMoving forward, you will not receive any charges from JustAnswer
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
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, *** ***
Complaint: ***I am rejecting this response because:
They claim a 100% satisfaction guarantee yet ignore your customer service request
The "answer" I received from their "expert" did not consider relevant information in my question I received half an answer and a request for more money before additional "answers" would be provided Requests for more money or "opting out" was more important to the expert than actually answering the question
I'm still out $33.00Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/10/15) */
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 or
your husband may have experienced with our site
When answering questions on JustAnswer, Experts only know the info they are supplied from the customerWe have many customers who have various issues with their Kindle products and we are always willing and able to helpYes, we are a paid site and this is made clear at the onset of posting a question when customers are asked to choose a price for their answerWe have no way of knowing that you could have given him the password, the Expert helped on the page as he would any other customer
With that being said, I've processed a refund of all of the chargesThe funds should return to your account within 3-days, maybe sooner depending on your bank's policiesIf you ever need to contact our customer support (at no additional charge), you can email us at ***@justanswer.com or call us at***
Again, I apologize for any inconvenience or confusionWe have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are always entitled to a full refund
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, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for any confusion you have experienced with our 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 answerThe charge for the question is at the top of the page where you input your payment informationRegarding the differences with a credit card payment and a paypal payment, the 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 respondsIf you choose the PayPal option, it shows the full amount that will be taken for the questionI've provided some screenshots below of the same question charge, with two different payment optionsYou 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 sample - ***
PayPal screen sample - ***
After checking your account, I can see $$was the total cost for your questionWhile 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
Per your request, your question page was closed and a refund of your deposit was already processedYou would have seen 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,
MsChase
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/09/08) */
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
JustAnswer is a public forum, therefore questions, answers, and other posts on JustAnswer are not private or confidentialAfter checking the link you've provided, I can see that your information has already been removed from the question page
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, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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, *** ***
Hello,My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.Firstly, I am sorry for any confusion you have experienced with our siteRegarding our membership plan,
it's completely opt in and we cannot sign customers up for this featureThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer:***The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details page:***After checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceIt is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the chargesThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyI hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help.Best regards,ChaseSenior Customer Support Specialist