Complaint: [redacted]I am rejecting this response because: I was told this would now be set to private and I can still see it online. All my information. My full name, title, place of employment and first couple lines in question are still all on there. I want my personal information off off there and JustAnswer has not done what they can to get it removed. They could contact [redacted] to do a deindex request. I have done this on my own but since I do not own the url they will not do it. This has to be done by JustAnswer and it is very easy to do. I have already missed out on one job opportunity because of this issue. The requests have been made. It if continues to be a problem I will be looking into legal action. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/16) */
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. 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 answer. After checking your account, I can see that you chose $45 as the total cost for your question. Normally, once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case since you used PayPal, the entire amount was taken when the Expert responded. Paypal is unable to break the deposits up as we do with credit cards. Again, I apologize for any inconvenience or confusion this caused.
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 you have already reversed the funds back to your Paypal account. You should see them back in your account within 3-5 days, maybe sooner depending on your bank.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It may look like it your account, but according to my Paypal account the full amount was paid to your business. The amount has never been refunded to me.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/06) */
Hello,
Thank you for your response.
Since you reversed the charges, you should not see a charge on your PayPal at all. You can check with Paypal using the invoice id XXXXXXXX to confirm that the charge was either cancelled or returned. If you are still having a problem, you can email me directly at [redacted]@justanswer.com and I will assist further.
[redacted]
Senior Customer Support Specialist
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have checked with Paypal several times and you did get the money. Lucky for you that Paypal actually did the correct thing and refunded my money since it is apparent you have no intention of honoring what you state on your website. I did not get the answer, you took my money and have been refusing to give it back. I know you got the money from Paypal and I never got it returned from you. No reason for you to keep telling me it got returned from you when you didn't. I can see it all on my Paypal account.
Initial Business Response /* (1000, 5, 2015/07/12) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer and I assure you, we are not a scam. 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. All of our contact information including email and phone numbers are on the help page of our site.
After checking your account, I can see that the price you chose for your question to be answered was $36. When a customer posts their question, they place a $5 deposit and when an Expert responds, the balance of the deposit is made. I can see that you emailed us about your Expert on June 26 and one of our agents answered and directed you back to your question page and also offered refund information. You called us on July 6 and we closed your question and processed a refund of your deposits. When we process a refund on JustAnswer, the refund is immediate, however depending on your bank or card issuer, it can take 3-5 days for it to show back in your account.
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 [redacted] to help.
Hello,
We're sorry to hear that you were unhappy with the response that you received from the Electrician.
In looking into your account it appears that both the $5 and $11 refunds had been refunded back to your card on 5/19/2016 when you processed your own refund through the self-help section of...
the website. The remaining $26.00 membership charge was not refunded yet. At this time, we have issued a refund for all remaining charges and cancelled the membership on your account. You should see the refund processed back to your card in the next 1-3 business days at the most.
Let us know if you need any further assistance.
Initial Business Response /* (1000, 5, 2015/09/13) */
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.
I've turned off the notifications on your account, moving forward you should not receive further emails. Should 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 satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
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 any confusion you have experienced with our site. 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 answer. After checking your account, I can see that you chose $22 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $17. 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 that. If you decide to use the site again in the future, be sure to log in with your email address and password. If 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 deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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.
Initial Business Response /* (1000, 5, 2015/08/30) */
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. It's very unusual to have an Expert just not respond back to a customer. I checked on your question and your Expert and it seems like the Expert has not logged in for over a week. This usually means that the Expert is ill or has some other type of family emergency. I have reached out to our Expert mods and they are looking for an Expert to help and you will receive an email when an Expert responds. If you do not get an answer within a reasonable amount of time, you can email us at [redacted]@justanswr.com or you can email me directly at [redacted]@justanswer.com.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A JustAnswer expert named [redacted] responded and provided a professional, thorough, and timely response to my original question. While I was dissatisfied with JustAnswer's initial process with Nora, I gave [redacted] high marks.
Initial Business Response /* (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.
After checking your question page, it shows that you viewed the answer on 6/24/2015 at 8:07 PM. However, sometimes customers experience issues viewing their answer if they don't remember their password. If 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 [redacted]@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 $21 was processed in full on 6/24/2015.
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.
Initial Business Response /* (1000, 5, 2015/10/18) */
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 confusion you...
have experienced with our site. Unfortunately after checking our files, we do not have any correspondence from the email address you provided here. If 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 works. When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $28 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $23. 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 30 days.
Per your request, I have closed your question page and processed a refund of your deposits. You should see the funds back in your account within 3-5 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 do. It'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 you. I'm sorry your Expert did not do that from the start.
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
Initial Consumer Rebuttal /* (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 $23 and one for $5 (the deposit). Although I agreed to the $5 deposit and was only wanting the $23 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 response. The first is I was never given a choice about the cost of this service. I was told there would be a $5 deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $23. Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $23.
Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from me. I also told them I viewed as fraud their charges for both deposit and balance at the same time. I asked for the $23 to be retuned to me, and I was well within the 30 day period. It 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]
Initial Business Response /* (1000, 5, 2015/08/23) */
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 confusion you...
have experienced with our site. 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 answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33.
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 see that your refund has already been processed on 8/18.
I hope that all of your concerns have been resolved. Please let me know if there is anything else I may assist you with and I would be happy to help.
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 any problems you have experienced with our site.
Our Terms of Service...
includes information that states that questions posted on our site are not private. Please see the terms here, [redacted]. Any private information posted on a customers account is never shared with the public for any reason. Additionally, if a customer wishes their question to be private, once they rate, they can ask their Expert or email us directly and we will lock their question for privacy.
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.
My name is Chase 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 any confusion you have experienced with our site and that you...
did not receive a faster answer. Please 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. The charge for the question is at the top of the page where you input your payment information. If you have credit card shown, it shows the $5 deposit and the balance deposit when an Expert responds. I've provided a sample screenshot below of the question charge showing the full payment. You 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 CA$26 was the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was CA$21. 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 we have closed your question page and processed a refund of your deposits on 3/27/18. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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.
Initial Business Response /* (1000, 5, 2015/08/04) */
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. 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 answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33.
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 deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company is processing a refund of deposits.
Initial Business Response /* (1000, 5, 2015/05/18) */
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.
We're very sorry there was a problem with the...
question page you paid to unlock. We cannot guarantee the quality, applicability, or availability of answers posted by other customers. Your payment has been refunded, as requested. The funds are made available to your bank the next business day however the bank may take 3-5 business days to release the funds back to your account depending on their policy.
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]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/22) */
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. The $36 charge was for the question that you posted. The free trial that you accepted was for a yearly membership and at the end of the trial the membership automatically processed the billing to avoid disruption in service.
Additionally, I checked your account and can confirm that the charge was refunded and the membership has been turned off. Moving forward you will not see any recurring charges.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.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 in. I looked for an account with the email address you provided here and it looks like your last log in on that account was 2010. Not logging into your existing account can also cause password issues. If you can contact us at [redacted] and provide us with another email address or the first 6 and last 4 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 satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Initial Business Response /* (1000, 5, 2015/08/02) */
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.
I would like to resolve all of the issues you've mentioned, but I am unable to locate an account using the email address you've provided here. Please email me at [redacted]@justanswer.com and we can work on locating the account and addressing your concerns.
I look forward to hearing back from you.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the response sent to the business. I have redacted the email address from this note because this is a publicly available response:
Hi,
I have been combing through my parents' email accounts to try and find any mail from your company to identify which account you used to set up a "membership". I use the term membership loosely as to their knowledge my parents did not sign up for a "membership".
The "membership" is associated with the email address [redacted]@xxxx.xxx. I have managed to access the account associated with the "membership", via one of the emails you sent, and cancel it. You will note that a password [redacted] never set up for the account, as I was able to log in and cancel it without a password.
I have re-read the emails that you sent to my parents account - all of which ended up in spam - and I am appalled that you sent seven emails in the first hour. Hiding in this flood of messages is one that hints at an ongoing charge with the subject "Your free trial starts now!".
This is predatory and unconscionable behavior, relying on people being so sick of your messages that the skip reading the "important" ones and not knowing what you've signed them up for over the telephone.
Please reverse all charges associated with this "membership" as it was not entered into knowingly or with full disclosure from your company over the telephone as to the nature of the "membership". Consent was given for a single payment for a single act of assistance. However, the assistance provided was of absolutely no use what so ever, so please refund that charge too.
Regards, [redacted]
Final Business Response /* (4000, 10, 2015/08/23) */
Hello,
Thank you for your response.
I received your response via email and I've taken care of all of your concerns. I sent you an email with all of the information on Wed 8/19/15.
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.
Initial Business Response /* (1000, 5, 2015/07/08) */
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 or...
confusion you have experienced with our site.
When asking a question on JustAnswer, a customer chooses the price they are willing to pay for an answer. Once they choose the price and post their question, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. If 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 guarantee.
Regarding our membership program, it is now and has always been an opt-in program. We do not require customers to join the membership, it's completely their choice. If you do not want to opt-in to the membership, you can 'X' out of the offer, or simply ignore it. Only if you click to accept, will you be entered into the free trial. You have the option to opt-out before the end of the trial if you decide not to continue with a full membership.
After checking your account, I can see that you were not entered into our membership plan even though your question was posted and your deposit was made. Additionally, I can see that per your request, your question was closed and your deposits were refunded on 7/8/2015.
I hope that we 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.
Complaint: [redacted]I am rejecting this response because: I was told this would now be set to private and I can still see it online. All my information. My full name, title, place of employment and first couple lines in question are still all on there. I want my personal information off off there and JustAnswer has not done what they can to get it removed. They could contact [redacted] to do a deindex request. I have done this on my own but since I do not own the url they will not do it. This has to be done by JustAnswer and it is very easy to do. I have already missed out on one job opportunity because of this issue. The requests have been made. It if continues to be a problem I will be looking into legal action. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/16) */
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. 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 answer. After checking your account, I can see that you chose $45 as the total cost for your question. Normally, once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case since you used PayPal, the entire amount was taken when the Expert responded. Paypal is unable to break the deposits up as we do with credit cards. Again, I apologize for any inconvenience or confusion this caused.
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 you have already reversed the funds back to your Paypal account. You should see them back in your account within 3-5 days, maybe sooner depending on your bank.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It may look like it your account, but according to my Paypal account the full amount was paid to your business. The amount has never been refunded to me.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/06) */
Hello,
Thank you for your response.
Since you reversed the charges, you should not see a charge on your PayPal at all. You can check with Paypal using the invoice id XXXXXXXX to confirm that the charge was either cancelled or returned. If you are still having a problem, you can email me directly at [redacted]@justanswer.com and I will assist further.
[redacted]
Senior Customer Support Specialist
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have checked with Paypal several times and you did get the money. Lucky for you that Paypal actually did the correct thing and refunded my money since it is apparent you have no intention of honoring what you state on your website. I did not get the answer, you took my money and have been refusing to give it back. I know you got the money from Paypal and I never got it returned from you. No reason for you to keep telling me it got returned from you when you didn't. I can see it all on my Paypal account.
Initial Business Response /* (1000, 5, 2015/07/12) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer and I assure you, we are not a scam. 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. All of our contact information including email and phone numbers are on the help page of our site.
After checking your account, I can see that the price you chose for your question to be answered was $36. When a customer posts their question, they place a $5 deposit and when an Expert responds, the balance of the deposit is made. I can see that you emailed us about your Expert on June 26 and one of our agents answered and directed you back to your question page and also offered refund information. You called us on July 6 and we closed your question and processed a refund of your deposits. When we process a refund on JustAnswer, the refund is immediate, however depending on your bank or card issuer, it can take 3-5 days for it to show back in your account.
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 [redacted] to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Hello,
We're sorry to hear that you were unhappy with the response that you received from the Electrician.
In looking into your account it appears that both the $5 and $11 refunds had been refunded back to your card on 5/19/2016 when you processed your own refund through the self-help section of...
the website. The remaining $26.00 membership charge was not refunded yet. At this time, we have issued a refund for all remaining charges and cancelled the membership on your account. You should see the refund processed back to your card in the next 1-3 business days at the most.
Let us know if you need any further assistance.
Initial Business Response /* (1000, 5, 2015/09/13) */
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.
I've turned off the notifications on your account, moving forward you should not receive further emails. Should 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 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
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 any confusion you have experienced with our site. 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 answer. After checking your account, I can see that you chose $22 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $17. 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 that. If you decide to use the site again in the future, be sure to log in with your email address and password. If 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 deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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
Initial Business Response /* (1000, 5, 2015/08/30) */
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. It's very unusual to have an Expert just not respond back to a customer. I checked on your question and your Expert and it seems like the Expert has not logged in for over a week. This usually means that the Expert is ill or has some other type of family emergency. I have reached out to our Expert mods and they are looking for an Expert to help and you will receive an email when an Expert responds. If you do not get an answer within a reasonable amount of time, you can email us at [redacted]@justanswr.com or you can email me directly at [redacted]@justanswer.com.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A JustAnswer expert named [redacted] responded and provided a professional, thorough, and timely response to my original question. While I was dissatisfied with JustAnswer's initial process with Nora, I gave [redacted] high marks.
Initial Business Response /* (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.
After checking your question page, it shows that you viewed the answer on 6/24/2015 at 8:07 PM. However, sometimes customers experience issues viewing their answer if they don't remember their password. If 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 [redacted]@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 $21 was processed in full on 6/24/2015.
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
Initial Business Response /* (1000, 5, 2015/10/18) */
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 confusion you...
have experienced with our site. Unfortunately after checking our files, we do not have any correspondence from the email address you provided here. If 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 works. When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $28 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $23. 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 30 days.
Per your request, I have closed your question page and processed a refund of your deposits. You should see the funds back in your account within 3-5 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 do. It'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 you. I'm sorry your Expert did not do that from the start.
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
Initial Consumer Rebuttal /* (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 $23 and one for $5 (the deposit). Although I agreed to the $5 deposit and was only wanting the $23 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 response. The first is I was never given a choice about the cost of this service. I was told there would be a $5 deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $23. Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $23.
Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from me. I also told them I viewed as fraud their charges for both deposit and balance at the same time. I asked for the $23 to be retuned to me, and I was well within the 30 day period. It 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]
Initial Business Response /* (1000, 5, 2015/08/23) */
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 confusion you...
have experienced with our site. 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 answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33.
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 see that your refund has already been processed on 8/18.
I hope that all of your concerns have been resolved. 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 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 any problems you have experienced with our site.
Our Terms of Service...
includes information that states that questions posted on our site are not private. Please see the terms here, [redacted]. Any private information posted on a customers account is never shared with the public for any reason. Additionally, if a customer wishes their question to be private, once they rate, they can ask their Expert or email us directly and we will lock their question for privacy.
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,
Ms. [redacted]
Senior Customer Support Specialist
Hello,
My name is Chase 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 any confusion you have experienced with our site and that you...
did not receive a faster answer. Please 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. The charge for the question is at the top of the page where you input your payment information. If you have credit card shown, it shows the $5 deposit and the balance deposit when an Expert responds. I've provided a sample screenshot below of the question charge showing the full payment. You 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 CA$26 was the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was CA$21. 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 we have closed your question page and processed a refund of your deposits on 3/27/18. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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,
Ms. Chase
Senior Customer Support Specialist
Initial Business Response /* (1000, 5, 2015/08/04) */
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. 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 answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33.
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 deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company is processing a refund of deposits.
Initial Business Response /* (1000, 5, 2015/05/18) */
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.
We're very sorry there was a problem with the...
question page you paid to unlock. We cannot guarantee the quality, applicability, or availability of answers posted by other customers. Your payment has been refunded, as requested. The funds are made available to your bank the next business day however the bank may take 3-5 business days to release the funds back to your account depending on their policy.
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]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/22) */
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. The $36 charge was for the question that you posted. The free trial that you accepted was for a yearly membership and at the end of the trial the membership automatically processed the billing to avoid disruption in service.
Additionally, I checked your account and can confirm that the charge was refunded and the membership has been turned off. Moving forward you will not see any recurring charges.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]...
[redacted]
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.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 in. I looked for an account with the email address you provided here and it looks like your last log in on that account was 2010. Not logging into your existing account can also cause password issues. If you can contact us at [redacted] and provide us with another email address or the first 6 and last 4 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 satisfaction. Please 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 /* (1000, 5, 2015/08/02) */
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.
I would like to resolve all of the issues you've mentioned, but I am unable to locate an account using the email address you've provided here. Please email me at [redacted]@justanswer.com and we can work on locating the account and addressing your concerns.
I look forward to hearing back from you.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the response sent to the business. I have redacted the email address from this note because this is a publicly available response:
Hi,
I have been combing through my parents' email accounts to try and find any mail from your company to identify which account you used to set up a "membership". I use the term membership loosely as to their knowledge my parents did not sign up for a "membership".
The "membership" is associated with the email address [redacted]@xxxx.xxx. I have managed to access the account associated with the "membership", via one of the emails you sent, and cancel it. You will note that a password [redacted] never set up for the account, as I was able to log in and cancel it without a password.
I have re-read the emails that you sent to my parents account - all of which ended up in spam - and I am appalled that you sent seven emails in the first hour. Hiding in this flood of messages is one that hints at an ongoing charge with the subject "Your free trial starts now!".
This is predatory and unconscionable behavior, relying on people being so sick of your messages that the skip reading the "important" ones and not knowing what you've signed them up for over the telephone.
Please reverse all charges associated with this "membership" as it was not entered into knowingly or with full disclosure from your company over the telephone as to the nature of the "membership". Consent was given for a single payment for a single act of assistance. However, the assistance provided was of absolutely no use what so ever, so please refund that charge too.
Regards, [redacted]
Final Business Response /* (4000, 10, 2015/08/23) */
Hello,
Thank you for your response.
I received your response via email and I've taken care of all of your concerns. I sent you an email with all of the information on Wed 8/19/15.
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
Initial Business Response /* (1000, 5, 2015/07/08) */
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 or...
confusion you have experienced with our site.
When asking a question on JustAnswer, a customer chooses the price they are willing to pay for an answer. Once they choose the price and post their question, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. If 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 guarantee.
Regarding our membership program, it is now and has always been an opt-in program. We do not require customers to join the membership, it's completely their choice. If you do not want to opt-in to the membership, you can 'X' out of the offer, or simply ignore it. Only if you click to accept, will you be entered into the free trial. You have the option to opt-out before the end of the trial if you decide not to continue with a full membership.
After checking your account, I can see that you were not entered into our membership plan even though your question was posted and your deposit was made. Additionally, I can see that per your request, your question was closed and your deposits were refunded on 7/8/2015.
I hope that we 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