Initial Business Response /* (1000, 5, 2015/03/13) */
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'm sorry for the problems...
you've experienced with our site. Our membership is customer-initiated and enrollment occurs only if the customer has accepted the offer.
Instructions for cancellation can be found in our help section here: http://ww2.justanswer.com/help/how-can-i-cancel-my-subscription and our support team is available 24/7 by email at [redacted]@justanswer.com and by phone at (XXX) XXX-XXXX.
I have cancelled your membership and, as requested, I have processed three refunds of your membership payments for a total refund of $114. 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 assure you that you will not receive any further membership 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]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/02/03) */
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.
I'm sorry for the confusion you've...
experienced with our site. There are several issues here and I will address them all.
Firstly, when a customer resets their password ** send an email notification to the email address associated with the account. Sometimes the emails go into the SPAM folder. Were you able to check your SPAM folder to see if they landed there?
Also, since you were not logged into your account when you attempted to post your questions, the site did not recognize you as a member which is why a deposit was required.
I reviewed the conversation you had with the customer care agent who cancelled your subscription. The agent informed you that you could use the subscription until February 12th and we sent an email to you on January 29th, 2015 that includes this subscription end date, as well. Please note that our customer care team is available 24/7 to answer any customer care questions at [redacted]@justanswer.com or via phone at (XXX) XXX-XXXX. Posting customer support questions to the site is not an effective way of getting help and cause confusion since the questions posted there are intended for Experts only. Your question was reported as being customer support-related which is why it was blocked and not because we're unwilling to share details about your subscription end-date.
Furthermore, you mentioned that you are not satisfied with the services you've received from us so far and I can understand the dissatisfaction due to the log in trouble and subscription confusion you've experienced. However, upon reviewing your account I see that you were satisfied with all of the answers you received to the three questions you posted and you rated the answers as satisfactory.
In the interest of maintaining goodwill I have processed three refunds of subscription payments for the months that you did not use the benefits. The total refund is $54. 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.
Finally, as requested, I have closed 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]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is sad that I had to make a Revdex.com complaint to resolve this issue. I hope that by my accepting this settlement it does not make others feel that I am at all satisfied with this company. However, I am just tired of the whole thing and I am glad that the Revdex.com was able to not only help me cancel this account but also got me a partial refund of my monies.
Thank-you Revdex.com for your prompt responses and help in this matter.
The service provided was fine though the fees are not shown to you until you receive your credit statement. I paid $5 for a question (charged $5) then the site asked for a tip, I left a $1.2 tip (charged $7.20), then was charged a "usage fee" of $30.
I wish I wasn't in a jam and needed to contact a lawyer so that I could have read the pages of text throughout their entire website. With how short the conversation was I'd be better off calling a lawyer.
I found JustAnswer on the internet seeking a quick answer to my problem: My dog had just eaten something that may have been poisonous to dogs and I wanted to know whether I should worry about it based on the small amount she had eaten. (It was a Sunday and my regular Veterinarian was not working that day). So, I was just doing a general Google search for an answer to the question: what should I do now that my dog has eaten an acorn which may be poisonous to dogs? I did a general Google search. I was looking for a web-based answer; that is, a free answer -- one that had already been typed and logged and archived on some site. I didn't want to pay for advice if I could have avoided it. I came across what I thought was an archived answer to my question; the Google search showed a partial answer on the website JustAnswer. I clicked on it and entered the JustAnswer website. As I was reading the ostensible archived answer, a direct connection to a live veterinarian popped up in a separate but smaller window on the right in the JustAnswer screen. The Vet asked me a few questions about my problem. Before I responded, I quickly read the instructions to see if this advice was going to cost me and if so, how much. I ascertained that it was somewhere around $5 (I don't remember the exact amount). Since I was worried in real time about my dog, I decided the price was worth it. I asked my question. The veterinarian's answer was certainly good and I have no complaints regarding his advice. My complaint is with the JustAnswer website: Having thought that I fully paid for the advice that I received advice, I thought no more about it. I thought that I may use JustAnswer in the future, paying each time separately for any advice, depending on the urgency of the matter and whether the cost of the advice is worth the price. I had no idea that I that, in responding the the live Vet, I was "automatically" entered into JustAnswer's monthly billing cycle for around $29 monthly. I did not knowingly sign up for any future service. True, I had read the instructions in haste, nonetheless, I thought that I had read the instructions sufficiently and rightly believed I was paying for a one-time pay-for-play advice. On my next checking account statement, to my shock, I noticed a charge for $29 (apparently monthly) for membership in JustAnswer. I was quite annoyed because that is not what I thought had happened. I called the number to JustAnswer and spoke with a person in billing. To the website's credit, the billing person reversed the charge and took me off the membership rolls. As far as I could tell, I never intentionally signed up for a membership. I am annoyed because I now believe I was an unwitting victim of a shady business practice that seeks to offer advice ostensibly on a one-time basis but in reality bills unwitting answer-seekers as members of JustAnswer. Perhaps it was just a misunderstanding. To my discredit, I don't regularly look at my checking account statements. Luckily, I looked at my September statement (which included the first 3 days of October) and noticed the $29 charge. If I hadn't looked at this month's statement (I was looking at it to solve an entirely different problem), I may have been billed for months as a member without ever realizing it.
Horrible way to do business. Charged $28 for a simple answer I never received. They refunded but told me it would take up to 55 days to receive my refund "depending on bank practices". Didn't take them 55 seconds to receive payment why so long on the refund? Anyhow, warning anybody you know to steer clear of Just Answer!!!!!
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.
All of the Experts on JustAnswer are licensed and verified in their fields. Additionally, if you do not get a satisfactory answer, you can ask additional questions, you can ask for a second Expert's opinion or you can ask for a refund within 30 days. We have a 100% customer satisfaction policy. I've closed your question and processed a refund of your deposit. It should show back in your account within 3-5 days, maybe sooner, depending on your credit processor.
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, 2015/07/20) */
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 the...
problems you have experienced with our site and that you did not get a satisfactory answer.
Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answer. When the question is first posted and additional $5 of the question total is made and then when an Expert responds, the balance of the deposit is made. The deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with you. 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 policy.
I am unable to find an account with the email address you provided. Please reach out to me at [redacted]@justanswer.com so that we can go through the process of finding the account and refunding the charges.
I look forward to resolving your concerns to your satisfaction. I look forward to hearing back from you.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After a few issues locating my account, Just Answer did issue a refund of $38.00 to my credit card. At this point, I am completely satisfied with their response. I would not recommend them to anyone in the future. Thank you.
My puppy ate a lasix tablet . [redacted] was quick with his response and assured me that she would be fine as long as she drank plenty of water. She's back to her spunky little self and I couldn't be more pleased.
Initial Business Response /* (1000, 5, 2014/07/08) */
Hello,
My name is Leila with the customer support 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'm sorry for the problems you've...
experienced with our site. I see that we processed a refund of your $24 charge on 6/27/2014.
Upon reviewing your concern, I see that there were some issues locating the correct account as your have 4 different accounts with us. The customer support team requested additional information from you only for the purpose of locating the correct account and further assisting you with your concern.
Your recent computer question was posted under the account associated with your liftec.com email address so when the Expert responded to your question two minutes after you posted it, we sent an email notification to the liftec.com email address. Were you able to check this email for our notification? In addition to sending an email notification, we also show an on-screen message that tells customers that an Expert has responded.
Furthermore, please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Either before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
If you still need help with your question, as a courtesy, I have added a promotional credit to your account of $24 so that you may continue. Here is a link to your question page for your reference: http://www.justanswer.com/computer-hardware/8is22-dell-dimension-8400-blue-scree...⇄ Since the credit is promotional it is not refundable but I hope you give us another try. Be sure to log in using your @comcast email address. If you need to reset your password you may use the Forgot Password link on the log in screen.
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 Support Supervisor
Initial Business Response /* (1000, 5, 2014/12/17) */
Hello,
My name is [redacted] with the customer support 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'm sorry for any confusion you've...
experienced with our payment system. Please let me explain how our site works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Either before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
As a courtesy, I have processed a refund of your $28 payment. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx
May I ask if you still need help with your question? If so, I can look for an Expert to assist you. I have added a $28 credit to your account so that you may continue with your question, or you may use the credit toward another question on our site within 30 days.
I hope that I have resolved your concerns to your satisfaction. Again, please let me know if you still need help with your TV question or if there is anything else I may assist you with.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Firstly, I am sorry for the confusion...
you have experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. I see that an Expert responded to your question the same day you posted it which is why you were charged the balance of the question price. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. Furthermore, the deposit is distributed to the Expert only after the customer gives their answer a positive rating.
I have processed a full refund of your deposit for a total refund of $33. 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.
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link:
http://www.justanswer.com/refund/refund.aspx
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 company in question, Just Answer.com, has resolved the complaint to my full and complete satisfaction by providing a full refund.
Thank you Revdex.com and Just Answer.com for conducting yourselves in a professional and up front businesslike manner by resolving the issue.
Kind regards,
[redacted]
I've tried justanswer twice on totally different subjects & both times felt I was just told what I already knew & had tried to tell them. It just isn't worth the cost.
Initial Business Response /* (1000, 5, 2014/04/22) */
Hello,
My name is [redacted] with the customer support 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'm sorry that you didn't receive...
the help you needed with your printer and for the confusion about our payment system.
A $5 deposit is required at the time the question is posted but the remaining balance of the question price is collected once an Expert responds to the question. An Expert responded to you about 4 minutes after you posted which is why you were charged the remaining $23. This is a screenshot of the language on the payment page: [redacted]
As requested, I have processed a refund of your $5 and $23 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.
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it by following this link:
http://www.justanswer.com/refund/refund.aspx
May I ask if you still need help with your question? In the interest of maintaining goodwill, I can re-post your question for you for free.
Please let me know if you still need help or if there is anything else I may assist you with.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */
They refunded the money. I am satisfied. Thanks.
Basically a scam.
I had an AC repaire question. When you come to the site it looks like you can chat with someone right away. It's a fake robo-text. It asks you for a few details and immediately asks to submit a 'deposit'.
This is where the scam picks up speed.
- the "deposit" is immediately withdrawn from your account THAT MOMENT.
- You are require to Subscribe to monthly service As a "free trial" - which means your payment method is automatically entered into the system as a RECURRING monthly payment - doesn't matter if you use the service or not.
- if you want to cancel the question BEFORE you get the answer (because you realize the practice is shady - YOU STILL GET CHARGED
- Customer service will claim that they Can't find your account at first.
- when you call customer service they WILL try to convince you that it is NORMAL TO BE CHARGED - even if you cancel the action before it goes through.
I asked a question regarding the location of a module on my 1983 Mercedes 380SL. The Mercedes expert mechanic responded in less than an hour. Cost of his help was about one tenth of what it would have cost me @ the local Mercedes dealer, and I did it from the comfort of my home.
Initial Business Response /* (1000, 5, 2015/07/19) */
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 and that you did not get a satisfactory answer.
Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answer. When the question is first posted and additional $5 of the question total is made and then when an Expert responds, the balance of the deposit is made. The deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with you. 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 policy.
Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your deposits. They should show back in your account within 3-5 business day, 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, 2015/08/03) */
Complaint resolved and just answer have returned money
Thank you
[redacted]
The speed and quality of their help was totally worth the meager fee they charged. it gave me some options to consider and pointed me down the path toward the solution to my problem. I will definitely use them again. It's a lot cheaper and quicker than paying a shop to get the same result.
[redacted] has knowledgable, customer friendly, caring technicians that are willing to go the extra mile to help resolve the problem. I am very pleased with the outcome, when in fact I had tried other resolutions. AAA+++
Initial Business Response /* (1000, 5, 2015/03/13) */
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'm sorry for the problems...
you've experienced with our site. Our membership is customer-initiated and enrollment occurs only if the customer has accepted the offer.
Instructions for cancellation can be found in our help section here: http://ww2.justanswer.com/help/how-can-i-cancel-my-subscription and our support team is available 24/7 by email at [redacted]@justanswer.com and by phone at (XXX) XXX-XXXX.
I have cancelled your membership and, as requested, I have processed three refunds of your membership payments for a total refund of $114. 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 assure you that you will not receive any further membership 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]
Customer Care Manager
Initial Business Response /* (1000, 5, 2015/02/03) */
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.
I'm sorry for the confusion you've...
experienced with our site. There are several issues here and I will address them all.
Firstly, when a customer resets their password ** send an email notification to the email address associated with the account. Sometimes the emails go into the SPAM folder. Were you able to check your SPAM folder to see if they landed there?
Also, since you were not logged into your account when you attempted to post your questions, the site did not recognize you as a member which is why a deposit was required.
I reviewed the conversation you had with the customer care agent who cancelled your subscription. The agent informed you that you could use the subscription until February 12th and we sent an email to you on January 29th, 2015 that includes this subscription end date, as well. Please note that our customer care team is available 24/7 to answer any customer care questions at [redacted]@justanswer.com or via phone at (XXX) XXX-XXXX. Posting customer support questions to the site is not an effective way of getting help and cause confusion since the questions posted there are intended for Experts only. Your question was reported as being customer support-related which is why it was blocked and not because we're unwilling to share details about your subscription end-date.
Furthermore, you mentioned that you are not satisfied with the services you've received from us so far and I can understand the dissatisfaction due to the log in trouble and subscription confusion you've experienced. However, upon reviewing your account I see that you were satisfied with all of the answers you received to the three questions you posted and you rated the answers as satisfactory.
In the interest of maintaining goodwill I have processed three refunds of subscription payments for the months that you did not use the benefits. The total refund is $54. 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.
Finally, as requested, I have closed 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]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is sad that I had to make a Revdex.com complaint to resolve this issue. I hope that by my accepting this settlement it does not make others feel that I am at all satisfied with this company. However, I am just tired of the whole thing and I am glad that the Revdex.com was able to not only help me cancel this account but also got me a partial refund of my monies.
Thank-you Revdex.com for your prompt responses and help in this matter.
The service provided was fine though the fees are not shown to you until you receive your credit statement. I paid $5 for a question (charged $5) then the site asked for a tip, I left a $1.2 tip (charged $7.20), then was charged a "usage fee" of $30.
I wish I wasn't in a jam and needed to contact a lawyer so that I could have read the pages of text throughout their entire website. With how short the conversation was I'd be better off calling a lawyer.
I found JustAnswer on the internet seeking a quick answer to my problem: My dog had just eaten something that may have been poisonous to dogs and I wanted to know whether I should worry about it based on the small amount she had eaten. (It was a Sunday and my regular Veterinarian was not working that day). So, I was just doing a general Google search for an answer to the question: what should I do now that my dog has eaten an acorn which may be poisonous to dogs? I did a general Google search. I was looking for a web-based answer; that is, a free answer -- one that had already been typed and logged and archived on some site. I didn't want to pay for advice if I could have avoided it. I came across what I thought was an archived answer to my question; the Google search showed a partial answer on the website JustAnswer. I clicked on it and entered the JustAnswer website. As I was reading the ostensible archived answer, a direct connection to a live veterinarian popped up in a separate but smaller window on the right in the JustAnswer screen. The Vet asked me a few questions about my problem. Before I responded, I quickly read the instructions to see if this advice was going to cost me and if so, how much. I ascertained that it was somewhere around $5 (I don't remember the exact amount). Since I was worried in real time about my dog, I decided the price was worth it. I asked my question. The veterinarian's answer was certainly good and I have no complaints regarding his advice. My complaint is with the JustAnswer website: Having thought that I fully paid for the advice that I received advice, I thought no more about it. I thought that I may use JustAnswer in the future, paying each time separately for any advice, depending on the urgency of the matter and whether the cost of the advice is worth the price. I had no idea that I that, in responding the the live Vet, I was "automatically" entered into JustAnswer's monthly billing cycle for around $29 monthly. I did not knowingly sign up for any future service. True, I had read the instructions in haste, nonetheless, I thought that I had read the instructions sufficiently and rightly believed I was paying for a one-time pay-for-play advice. On my next checking account statement, to my shock, I noticed a charge for $29 (apparently monthly) for membership in JustAnswer. I was quite annoyed because that is not what I thought had happened. I called the number to JustAnswer and spoke with a person in billing. To the website's credit, the billing person reversed the charge and took me off the membership rolls. As far as I could tell, I never intentionally signed up for a membership. I am annoyed because I now believe I was an unwitting victim of a shady business practice that seeks to offer advice ostensibly on a one-time basis but in reality bills unwitting answer-seekers as members of JustAnswer. Perhaps it was just a misunderstanding. To my discredit, I don't regularly look at my checking account statements. Luckily, I looked at my September statement (which included the first 3 days of October) and noticed the $29 charge. If I hadn't looked at this month's statement (I was looking at it to solve an entirely different problem), I may have been billed for months as a member without ever realizing it.
Horrible way to do business. Charged $28 for a simple answer I never received. They refunded but told me it would take up to 55 days to receive my refund "depending on bank practices". Didn't take them 55 seconds to receive payment why so long on the refund? Anyhow, warning anybody you know to steer clear of Just Answer!!!!!
BACKGROUND-COLOR: transparent">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.
All of the Experts on JustAnswer are licensed and verified in their fields. Additionally, if you do not get a satisfactory answer, you can ask additional questions, you can ask for a second Expert's opinion or you can ask for a refund within 30 days. We have a 100% customer satisfaction policy. I've closed your question and processed a refund of your deposit. It should show back in your account within 3-5 days, maybe sooner, depending on your credit processor.
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
Great service with prompt, accurate and clear answer.
Initial Business Response /* (1000, 5, 2015/07/20) */
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 the...
problems you have experienced with our site and that you did not get a satisfactory answer.
Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answer. When the question is first posted and additional $5 of the question total is made and then when an Expert responds, the balance of the deposit is made. The deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with you. 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 policy.
I am unable to find an account with the email address you provided. Please reach out to me at [redacted]@justanswer.com so that we can go through the process of finding the account and refunding the charges.
I look forward to resolving your concerns to your satisfaction. I look forward to hearing back from you.
Best regards,
[redacted]
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After a few issues locating my account, Just Answer did issue a refund of $38.00 to my credit card. At this point, I am completely satisfied with their response. I would not recommend them to anyone in the future. Thank you.
My puppy ate a lasix tablet . [redacted] was quick with his response and assured me that she would be fine as long as she drank plenty of water. She's back to her spunky little self and I couldn't be more pleased.
Initial Business Response /* (1000, 5, 2014/07/08) */
Hello,
My name is Leila with the customer support 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'm sorry for the problems you've...
experienced with our site. I see that we processed a refund of your $24 charge on 6/27/2014.
Upon reviewing your concern, I see that there were some issues locating the correct account as your have 4 different accounts with us. The customer support team requested additional information from you only for the purpose of locating the correct account and further assisting you with your concern.
Your recent computer question was posted under the account associated with your liftec.com email address so when the Expert responded to your question two minutes after you posted it, we sent an email notification to the liftec.com email address. Were you able to check this email for our notification? In addition to sending an email notification, we also show an on-screen message that tells customers that an Expert has responded.
Furthermore, please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Either before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
If you still need help with your question, as a courtesy, I have added a promotional credit to your account of $24 so that you may continue. Here is a link to your question page for your reference: http://www.justanswer.com/computer-hardware/8is22-dell-dimension-8400-blue-scree...⇄ Since the credit is promotional it is not refundable but I hope you give us another try. Be sure to log in using your @comcast email address. If you need to reset your password you may use the Forgot Password link on the log in screen.
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 Support Supervisor
Initial Business Response /* (1000, 5, 2014/12/17) */
Hello,
My name is [redacted] with the customer support 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'm sorry for any confusion you've...
experienced with our payment system. Please let me explain how our site works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Either before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their question. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works
As a courtesy, I have processed a refund of your $28 payment. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx
May I ask if you still need help with your question? If so, I can look for an Expert to assist you. I have added a $28 credit to your account so that you may continue with your question, or you may use the credit toward another question on our site within 30 days.
I hope that I have resolved your concerns to your satisfaction. Again, please let me know if you still need help with your TV question or if there is anything else I may assist you with.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Firstly, I am sorry for the confusion...
you have experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. I see that an Expert responded to your question the same day you posted it which is why you were charged the balance of the question price. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. Furthermore, the deposit is distributed to the Expert only after the customer gives their answer a positive rating.
I have processed a full refund of your deposit for a total refund of $33. 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.
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link:
http://www.justanswer.com/refund/refund.aspx
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 company in question, Just Answer.com, has resolved the complaint to my full and complete satisfaction by providing a full refund.
Thank you Revdex.com and Just Answer.com for conducting yourselves in a professional and up front businesslike manner by resolving the issue.
Kind regards,
[redacted]
I've tried justanswer twice on totally different subjects & both times felt I was just told what I already knew & had tried to tell them. It just isn't worth the cost.
Prompt service professionally delivered.
Initial Business Response /* (1000, 5, 2014/04/22) */
Hello,
My name is [redacted] with the customer support 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'm sorry that you didn't receive...
the help you needed with your printer and for the confusion about our payment system.
A $5 deposit is required at the time the question is posted but the remaining balance of the question price is collected once an Expert responds to the question. An Expert responded to you about 4 minutes after you posted which is why you were charged the remaining $23. This is a screenshot of the language on the payment page: [redacted]
As requested, I have processed a refund of your $5 and $23 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.
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it by following this link:
http://www.justanswer.com/refund/refund.aspx
May I ask if you still need help with your question? In the interest of maintaining goodwill, I can re-post your question for you for free.
Please let me know if you still need help or if there is anything else I may assist you with.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */
They refunded the money. I am satisfied. Thanks.
Basically a scam.
I had an AC repaire question. When you come to the site it looks like you can chat with someone right away. It's a fake robo-text. It asks you for a few details and immediately asks to submit a 'deposit'.
This is where the scam picks up speed.
- the "deposit" is immediately withdrawn from your account THAT MOMENT.
- You are require to Subscribe to monthly service As a "free trial" - which means your payment method is automatically entered into the system as a RECURRING monthly payment - doesn't matter if you use the service or not.
- if you want to cancel the question BEFORE you get the answer (because you realize the practice is shady - YOU STILL GET CHARGED
- Customer service will claim that they Can't find your account at first.
- when you call customer service they WILL try to convince you that it is NORMAL TO BE CHARGED - even if you cancel the action before it goes through.
I asked a question regarding the location of a module on my 1983 Mercedes 380SL. The Mercedes expert mechanic responded in less than an hour. Cost of his help was about one tenth of what it would have cost me @ the local Mercedes dealer, and I did it from the comfort of my home.
Initial Business Response /* (1000, 5, 2015/07/19) */
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 and that you did not get a satisfactory answer.
Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answer. When the question is first posted and additional $5 of the question total is made and then when an Expert responds, the balance of the deposit is made. The deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with you. 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 policy.
Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your deposits. They should show back in your account within 3-5 business day, 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, 2015/08/03) */
Complaint resolved and just answer have returned money
Thank you
[redacted]
The speed and quality of their help was totally worth the meager fee they charged. it gave me some options to consider and pointed me down the path toward the solution to my problem. I will definitely use them again. It's a lot cheaper and quicker than paying a shop to get the same result.
[redacted] has knowledgable, customer friendly, caring technicians that are willing to go the extra mile to help resolve the problem. I am very pleased with the outcome, when in fact I had tried other resolutions. AAA+++