Initial Business Response /* (1000, 5, 2015/12/20) */
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 or...
confusion you have experienced with our site.
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. When an Expert responds the conversation is on the question page in a chat-like format. Customers can also be offered 'additional services' such as a phone call, Skype call, remote-in desktop and more. These are additional services and costs above the initial question cost, but they are optional. I see that you accepted a phone call for $18. Your refund for the initial question cost was refunded on 12/9/2015. We have a 100% customer satisfaction policy, if you do not get an answer, or you do not get an answer, you are entitled to a refund within the first 30 days.
Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. I see that the membership charge was refunded on 12/14/2015. 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. Moving forward there won't be any additional charges on 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 happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have my money refunded, but your "chat like format was nothing but someone asking a generic question which did not warrant any charge what so ever. The person on the phone was the one who did all the work and deserved a fee-absolutely.
Also, it left a bad taste in my mouth about your company, slipping in a membership that I know that I never signed up for.
The premise of your company is good, but you taint it by these practices.
Final Business Response /* (4000, 9, 2016/01/05) */
Hello,
Thank you for your response.
The chat format is meant to be a back and forth question/answer response. Many times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issue. I'm glad to hear the Expert that took the phone call was able to help to your satisfaction.
Regarding the membership, as I mentioned before, it's completely opt-in. We have no way on our end to sign a customer up for a membership and we have many customers who use the site on a question by question basis without using a membership. We've also had people who have clicked on the membership by mistake, I can only assume that is what happened in this case sign up must be done on the customers end to take effect. Again, I apologize for any confusion this has caused.
For your trouble, I'd like to offer you a free question on our site. If you would like to take advantage of this offer, please send me an email at [redacted]@justanswer.com and I will forward you the coupon.
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
Final Consumer Response /* (2000, 11, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 $42 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 $37. 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.
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,
Initial Business Response /* (1000, 5, 2015/06/03) */
Hello [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 the problems...
you have experienced with our site.
After checking you account, I can see that you've already spoken with one of our customer service representatives and thay have locked both of your questions for privacy. Moving forward, the pages will not be accessible by anyone.
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]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/21) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems you...
have experienced with our site.
Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. To opt in and/or out off the membership feature, just log into your account and you can toggle the membership on or off under your account settings.
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. 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.
JustAnswer has 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 within the first 30 days. All you have to do is contact us and let us know. Also, if an Expert provides and answer that you are not happy with, you can also ask for a second opinion at no additional charge.
Since you were not satisfied with your answer, I've gone ahead and processed a refund of your deposit and closed your question. The funds should show back in your account within 3-5 days, maybe sooner depending on your credit processor.
Thank you for giving us a try, we really appreciate it.
[redacted]
Senior Customer Support Supervisor
[redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
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 checked the email you provided and I see that you last used that account in 2012. Did you recently try to ask a question on our site? Are you saying that you want to stop email notifications or is there another issue? Let me know what problems you are experiencing and how we can help.
I look forward to hearing back from you. 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, 2015/08/12) */
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.
While most questions are answered in a timely manner, response time can sometimes be affected by time of day, how many Experts are online and the amount of Experts familiar with your specific problem. After checking your account, I can see that you did get an answer from an Expert a few hours after you posted. That is not our normal wait time and I apologize that you did not get a more timely response.
Per your request, I've gone ahead 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's policies.
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, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/06) */
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 to hear about your dog...
being ill and I apologize that you did not get an answer within a reasonable amount of time. Response time can be limited by the amount of Experts online, the time of day or the amount of Experts familiar with your specific issue.
Regarding our membership program, it is completely opt-in. Customers choose whether they want the membership and are never required to join. The verbiage you provided about committing to a membership before getting an answer did not come from our site. We have no option where the customer must join a membership before getting an answer. Customers who choose not to opt into the membership have accounts that are on a question by question basis.
Additionally, 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. If a customer asks for a refund, it is provided immediately. I was able to listen to your customer service call. The call lasted a little over 9 minutes and as soon as the Expert was able to locate your account, he processed a refund of your deposit. He also let you know that although your deposit was made and your question was posted, you were not signed up to a membership plan. I checked your account and am able to verify that you were never signed up for a membership and we've processed a full refund of your deposit.
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The membership charges were refunded to my card. My bank statement WILL VERIFY that a membership charge was applied, and I testify that it WAS AGAINST my wishes; however, [redacted] either has not accessed the site himself or is misstating himself, as a customer IS REQUIRED by the website to choose one of three MANDATORY membership options. In addition, [redacted]'s statements regarding the "Expert" are also false, as the call lasted almost 20 minutes and the customer service representative was a woman, not a man.
I believe [redacted] is attempting to deceive the Revdex.com by making false statements.
Final Business Response /* (4000, 9, 2015/08/17) */
Hello,
Thank you for your response. My original response has not changed and I have no additional information to add.
Best regards,
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 $28as 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. 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.
After checking your account, I can see that you contacted us on 5/3/2017 and your full deposit was refunded at that time. Additionally, you are not signed up for our membership plan, so there will be no recurring payments.
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 the problems you have experienced with our site.
Per your...
request, I've closed your question page and processed a refund of your deposits. The funds should show back in your account within 3-5 days, maybe sooner depending on your credit processor.
For future reference, if you need help with your account you can reach us directly at [redacted] or you can call us at [redacted] (available 6am to 9pm PST).
I hope that I have resolved your concerns to your 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, 2016/01/28) */
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...
may have experienced with our site.
After checking your account, I can see that the $5 deposit was refunded at the same time as the CA$33 charge. The authorization code for this refund is XXXXXX which you can provide your bank for confirmation.
I hope that I have resolved your concerns to your 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, 2016/02/02) */
(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 any confusion you have experienced with our site....
Regarding our membership plan, it’s completely opt in and we cannot sign customers up for this feature. There are two places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button. Here's a screenshot of a typical membership offer:
[redacted]
The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Here's a screenshot of the Offer Details page:
[redacted]
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. 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.
Complaint: [redacted]I am rejecting this response because:
Sadly, you don't even know your own signup procedure. I didn't choose any of the options as provided by your first link. Nowhere in either link have you explained the initial $24 nor the additional $24 for a phone call response. And at no point do you even mention the $5 down payment". If your system actually worked, and was not confusing, there wouldn't be so many complaints against your company and your website ratings wouldn't be so low. It's not us, it's you!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. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. 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 was unable to locate an account using the email address you've provided here. If you have not received the refunds of your deposits, please email me directly at [redacted] with the email address you used when you signed up and I will assist you with your refunds.
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, 2015/08/06) */
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 to hear about the...
coughing with your cat and for the problems you have experienced with our site.
After checking your account and question page, I can see that your question was responded to within 20 minutes of posting. When a customer posts their question an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the page. It sounds like our email may have went to your spam folder.
Per your request, I've gone ahead and closed your question and processed a refund of your deposit. You should see the funds back in your account within 3-4 business 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.)
The way the response to charge $17 was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue.
Thanks Revdex.com for handling this! :)
Complaint: [redacted]I am rejecting this response because: I was not given a refund of the $33.00 as they claim in there response to my complaint. They refunded me the additional $34.00 they had charged me for a re-
occuring membership that I did not request.They also state that the $33.00 is not charged until I give the approval of the Experts response.I never gave my approval,because at the time of my question.She told me I would have to come back at a later date.I then sent the Email stating that I would try to find the information elsewhere,and if they charged me the $5.00 that would be okay.They charge me anyway.This is Fraud.They filled in my response,charged me for something I did not request and set me up for a re-occurring membership that I was told.I would not be charged for.So you can see they still have not addressed the complaint,they kinda just skip over things to get to there side.not my side.Probaly not anyone else's side going forward.Zero in my opinion.I thought this would be the way it would go when I filed this Complaint.They take none of the blame and put it all on the customer.That way they can keep the money.Sincerely,[redacted]
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.
Regarding our membership plan, it is not a mandatory plan, it's completely optional. Customers have the choice to join the membership plan or continue on a question by question basis. After checking your account, I can see that you are not currently enrolled in any membership plan and you can ignore any offers for the membership moving forward.
I checked your question page and I can see that you are currently working with an Expert. They are currently waiting for you to respond, so they can continue to help resolve your issue.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
.Complaint: [redacted]I am rejecting this response because:
As stated, and as can be clearly seen by the number of issues on Revdex.com regarding your site, your process is not clear and becomes confusing when you plan on charging someone the exact same charge for a phone call as the initial cost of the question. This makes it seem like you're saying yes twice, to the initial charge. Your site did nothing noble like "not charge me" for the membership. I burned 30 minutes of my life trying to figure out how to cancel it once I received an email stating I joined...somehow.
What this company is missing, is the fact that people don't come to your site in a nice calm manner. They're usually in a bit of a panic to solve a problem at home that upsets their way of life. Your site is difficult to navigate and it costs many people grief and money...just take a look at online reviews. If you're not batting 1,000 with people just signing up, you're doing something wrong no matter how many positive reviews you have!
All these complaints and your site still hasn't streamlined the process nor have you made it any more "clear" to ask a question. For this, I reject your statement...not an inkling of responsibility on your part!
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 or are shown the full price they are willing to pay for a satisfactory answer, on the payment page. 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. 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 that you chose $36 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 $31. While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively.
We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund.
Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the site. There are a few places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button.
The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Additionally, we send emails that outline all of the benefits of the membership plan.
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. I've also processed a refund of the question deposits. 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.
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.
Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the site. There are a few places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button.
The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Additionally, we send emails that outline all of the benefits of the membership plan.
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. 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.
Initial Business Response /* (1000, 5, 2015/12/20) */
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 or...
confusion you have experienced with our site.
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. When an Expert responds the conversation is on the question page in a chat-like format. Customers can also be offered 'additional services' such as a phone call, Skype call, remote-in desktop and more. These are additional services and costs above the initial question cost, but they are optional. I see that you accepted a phone call for $18. Your refund for the initial question cost was refunded on 12/9/2015. We have a 100% customer satisfaction policy, if you do not get an answer, or you do not get an answer, you are entitled to a refund within the first 30 days.
Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. I see that the membership charge was refunded on 12/14/2015. 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. Moving forward there won't be any additional charges on 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 happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have my money refunded, but your "chat like format was nothing but someone asking a generic question which did not warrant any charge what so ever. The person on the phone was the one who did all the work and deserved a fee-absolutely.
Also, it left a bad taste in my mouth about your company, slipping in a membership that I know that I never signed up for.
The premise of your company is good, but you taint it by these practices.
Final Business Response /* (4000, 9, 2016/01/05) */
Hello,
Thank you for your response.
The chat format is meant to be a back and forth question/answer response. Many times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issue. I'm glad to hear the Expert that took the phone call was able to help to your satisfaction.
Regarding the membership, as I mentioned before, it's completely opt-in. We have no way on our end to sign a customer up for a membership and we have many customers who use the site on a question by question basis without using a membership. We've also had people who have clicked on the membership by mistake, I can only assume that is what happened in this case sign up must be done on the customers end to take effect. Again, I apologize for any confusion this has caused.
For your trouble, I'd like to offer you a free question on our site. If you would like to take advantage of this offer, please send me an email at [redacted]@justanswer.com and I will forward you the coupon.
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
Final Consumer Response /* (2000, 11, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 $42 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 $37. 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.
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, 2015/06/03) */
Hello [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 the problems...
you have experienced with our site.
After checking you account, I can see that you've already spoken with one of our customer service representatives and thay have locked both of your questions for privacy. Moving forward, the pages will not be accessible by anyone.
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]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/21) */
Hello,
My name is [redacted] and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for the problems you...
have experienced with our site.
Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. To opt in and/or out off the membership feature, just log into your account and you can toggle the membership on or off under your account settings.
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. 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]
Senior Customer Support Specialist
Hello,
Thank you for your response.
JustAnswer has 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 within the first 30 days. All you have to do is contact us and let us know. Also, if an Expert provides and answer that you are not happy with, you can also ask for a second opinion at no additional charge.
Since you were not satisfied with your answer, I've gone ahead and processed a refund of your deposit and closed your question. The funds should show back in your account within 3-5 days, maybe sooner depending on your credit processor.
Thank you for giving us a try, we really appreciate it.
[redacted]
Senior Customer Support Supervisor
[redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
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 checked the email you provided and I see that you last used that account in 2012. Did you recently try to ask a question on our site? Are you saying that you want to stop email notifications or is there another issue? Let me know what problems you are experiencing and how we can help.
I look forward to hearing back from you. 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, 2015/08/12) */
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.
While most questions are answered in a timely manner, response time can sometimes be affected by time of day, how many Experts are online and the amount of Experts familiar with your specific problem. After checking your account, I can see that you did get an answer from an Expert a few hours after you posted. That is not our normal wait time and I apologize that you did not get a more timely response.
Per your request, I've gone ahead 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's policies.
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, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/06) */
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 to hear about your dog...
being ill and I apologize that you did not get an answer within a reasonable amount of time. Response time can be limited by the amount of Experts online, the time of day or the amount of Experts familiar with your specific issue.
Regarding our membership program, it is completely opt-in. Customers choose whether they want the membership and are never required to join. The verbiage you provided about committing to a membership before getting an answer did not come from our site. We have no option where the customer must join a membership before getting an answer. Customers who choose not to opt into the membership have accounts that are on a question by question basis.
Additionally, 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. If a customer asks for a refund, it is provided immediately. I was able to listen to your customer service call. The call lasted a little over 9 minutes and as soon as the Expert was able to locate your account, he processed a refund of your deposit. He also let you know that although your deposit was made and your question was posted, you were not signed up to a membership plan. I checked your account and am able to verify that you were never signed up for a membership and we've processed a full refund of your deposit.
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The membership charges were refunded to my card. My bank statement WILL VERIFY that a membership charge was applied, and I testify that it WAS AGAINST my wishes; however, [redacted] either has not accessed the site himself or is misstating himself, as a customer IS REQUIRED by the website to choose one of three MANDATORY membership options. In addition, [redacted]'s statements regarding the "Expert" are also false, as the call lasted almost 20 minutes and the customer service representative was a woman, not a man.
I believe [redacted] is attempting to deceive the Revdex.com by making false statements.
Final Business Response /* (4000, 9, 2015/08/17) */
Hello,
Thank you for your response. My original response has not changed and I have no additional information to add.
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 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 $28as 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. 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.
After checking your account, I can see that you contacted us on 5/3/2017 and your full deposit was refunded at that time. Additionally, you are not signed up for our membership plan, so there will be no recurring payments.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
Hello,
My name is 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 the problems you have experienced with our site.
Per your...
request, I've closed your question page and processed a refund of your deposits. The funds should show back in your account within 3-5 days, maybe sooner depending on your credit processor.
For future reference, if you need help with your account you can reach us directly at [redacted] or you can call us at [redacted] (available 6am to 9pm PST).
I hope that I have resolved your concerns to your 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, 2016/01/28) */
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...
may have experienced with our site.
After checking your account, I can see that the $5 deposit was refunded at the same time as the CA$33 charge. The authorization code for this refund is XXXXXX which you can provide your bank for confirmation.
I hope that I have resolved your concerns to your 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, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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....
Regarding our membership plan, it’s completely opt in and we cannot sign customers up for this feature. There are two places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button. Here's a screenshot of a typical membership offer:
[redacted]
The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Here's a screenshot of the Offer Details page:
[redacted]
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. 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]
Senior Customer Support Specialist
Complaint: [redacted]I am rejecting this response because:
Sadly, you don't even know your own signup procedure. I didn't choose any of the options as provided by your first link. Nowhere in either link have you explained the initial $24 nor the additional $24 for a phone call response. And at no point do you even mention the $5 down payment". If your system actually worked, and was not confusing, there wouldn't be so many complaints against your company and your website ratings wouldn't be so low. It's not us, it's you!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. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. 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 was unable to locate an account using the email address you've provided here. If you have not received the refunds of your deposits, please email me directly at [redacted] with the email address you used when you signed up and I will assist you with your refunds.
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, 2015/08/06) */
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 to hear about the...
coughing with your cat and for the problems you have experienced with our site.
After checking your account and question page, I can see that your question was responded to within 20 minutes of posting. When a customer posts their question an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the page. It sounds like our email may have went to your spam folder.
Per your request, I've gone ahead and closed your question and processed a refund of your deposit. You should see the funds back in your account within 3-4 business 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.)
The way the response to charge $17 was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue.
Thanks Revdex.com for handling this! :)
Complaint: [redacted]I am rejecting this response because: I was not given a refund of the $33.00 as they claim in there response to my complaint. They refunded me the additional $34.00 they had charged me for a re-
occuring membership that I did not request.They also state that the $33.00 is not charged until I give the approval of the Experts response.I never gave my approval,because at the time of my question.She told me I would have to come back at a later date.I then sent the Email stating that I would try to find the information elsewhere,and if they charged me the $5.00 that would be okay.They charge me anyway.This is Fraud.They filled in my response,charged me for something I did not request and set me up for a re-occurring membership that I was told.I would not be charged for.So you can see they still have not addressed the complaint,they kinda just skip over things to get to there side.not my side.Probaly not anyone else's side going forward.Zero in my opinion.I thought this would be the way it would go when I filed this Complaint.They take none of the blame and put it all on the customer.That way they can keep the money.Sincerely,[redacted]
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.
Regarding our membership plan, it is not a mandatory plan, it's completely optional. Customers have the choice to join the membership plan or continue on a question by question basis. After checking your account, I can see that you are not currently enrolled in any membership plan and you can ignore any offers for the membership moving forward.
I checked your question page and I can see that you are currently working with an Expert. They are currently waiting for you to respond, so they can continue to help resolve your issue.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Senior Customer Support Specialist
.Complaint: [redacted]I am rejecting this response because:
As stated, and as can be clearly seen by the number of issues on Revdex.com regarding your site, your process is not clear and becomes confusing when you plan on charging someone the exact same charge for a phone call as the initial cost of the question. This makes it seem like you're saying yes twice, to the initial charge. Your site did nothing noble like "not charge me" for the membership. I burned 30 minutes of my life trying to figure out how to cancel it once I received an email stating I joined...somehow.
What this company is missing, is the fact that people don't come to your site in a nice calm manner. They're usually in a bit of a panic to solve a problem at home that upsets their way of life. Your site is difficult to navigate and it costs many people grief and money...just take a look at online reviews. If you're not batting 1,000 with people just signing up, you're doing something wrong no matter how many positive reviews you have!
All these complaints and your site still hasn't streamlined the process nor have you made it any more "clear" to ask a question. For this, I reject your statement...not an inkling of responsibility on your part!
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 or are shown the full price they are willing to pay for a satisfactory answer, on the payment page. 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. 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 that you chose $36 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 $31. While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively.
We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund.
Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the site. There are a few places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button.
The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Additionally, we send emails that outline all of the benefits of the membership plan.
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. I've also processed a refund of the question deposits. 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]
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 confusion you have experienced with...
our site.
Regarding the membership, only the customer can enroll in one of our membership plans, it's never done automatically by the site. There are a few places the customer has to click in order to enroll in a membership plan. First, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' button.
The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel. Additionally, we send emails that outline all of the benefits of the membership plan.
After checking your account, it looks like you accepted a free trial offer to try our membership program. At the end of the trial, the membership bills automatically to avoid disruptions in service. It 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 charges. 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]Senior Customer Support Specialist