JustAnswer Reviews (%countItem)
JustAnswer Rating
Address: PO Box 29045, San Francisco, California, United States, 94129-0045
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+1 (415) 480-2121 |
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I looked at my visa acct. this am., and found a charge first for a deposit on the 13th of May for 5$ for the Just Answer rip-off place. They took besides the 5$ charge on the 13th, another 42$ for devices.
When I called to ask who they are, I couldn't get a proper answer. They said this took place back in 2013? Or 2011? NO! Firstly, I'd've paid that already years ago, and why would they charge me a deposit? It clearly states the date was 5/13/2019.
That's a far cry from 2012? I've recently been hacked, and now will have to get a new card.
I am terminally ill, only way to Mayo, and can't deal with this right now.
I just want things straightened out, and my money back.
Please, please help me against these vicious hackers. They couldn't find my account they said! What's going on? I don't think it's on the up&cup.
Thank-you. Please go git em!
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
I checked the email address you provided us with and as it seems you've been informed the charges and questions on that account are from 2013. If you see a recent charge on your account associated with JustAnswer, we will need you to provide additional information to help us locate the account. We have no problem processing a refund, but we need your help locating the account. You can p rovide a different email address you might have used or you can provide the first 6 and last 4 digits of the card that was charged (We do not need any other information off of the card). Alternatively, you can reach out to our Customer Care team at *** or call us, phone numbers are listed here and depend on where you live ***
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
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I us*** just answer air conditioning technician and paid for his service. I never saw a notice about signing up for continuing $46.00 membership costs per month. I was bill*** from November 2018 to April 2019. I have resolv*** all of 2019 billing problems and would like November and December resolv*** for 2018 ($46.00 each time). Just answer refus*** to refund those two months and my crit card said it was too far back. I never receiv*** any email notifying me of continuing charge, and I do not check statements each month unless they seem bigger than usual. This is a recurring theme for complaints about Just Answer. As with others I don't understand their rating.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I receiv*** a copy of your complaint fil*** through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any confusion you have experienc*** 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 provid*** 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 accept*** 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 end, so as a courtesy, I can see we have opt*** you out of the membership and I've issu*** a refund of the two additional 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 resolv*** 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
I had just answer web site pop up on my phone screen. I agreed to ask a question and suddenly I have a $41 membership. I did not agree to pay for a membership nor did I pay that amount for an answer to my question. The answer was not even given and the message I got was my payment info did not go through. I was fine with that. I did not want to do business with just answer. I need my $41 back and do not want them to bill me again. Thank you
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any confusion you have experienced with our site.
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 can see we have opted you out of the membership and issued a refund of the charges on5/13/2019. The funds were 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,
Ms. Chase
Senior Customer Support Specialist
My husband had a question about rv repair. He saw a popup question about year subscription which he answered no. And answered no to popup are you sure. He though it was $5 or one free question. We were charged $5 and $34 at time question was answered but I didn't call company to complain because thought husband misunderstand. I received 2nd charge of $34 and called company for refund. They were able to cancel but said refund wasn't possible. This site is deceptive and dishonest.
Hello *** We're sorry to hear that you were unhappy with the billing experience on the site.
In looking into your account it does appear that your husband had opted into the membership, this is what allowed the first question to cost only $5.00. The membership does pick up at the end of the trial in order to prevent a disruption in service. We also send several notification and marketing E-mails in the first week to remind customers to use the trial, as well, we send a billing reminder E-mail to each customer 3-days prior to the membership billing with instructions on how to administer their membership.
It does appear that the Customer Care agent that you spoke with was able to issue a courtesy refund for the recent membership charge.
If you need any further assistance, please reach out to us at your earliest convenience.
Regards,
JustAnswer Customer Care
They billed me twice two times
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site. After checking your account I can see that you signed up for the $5 question with the 7 day free trial. Additionally, you accepted a Premium Service to speak to the Expert by phone for $59. Were you satisfied with the phone call with your Expert? If not please email me directly at *** with your feedback. the email address on your JustAnswer account and reference the Revdex.com case number: ***
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
I went to this site for an answer to a legal question. The site shows $5.00 per question. a month later I get a bill for $46.00 as a "membership fee". There was NO indication on the site of either what they called the "7 day trial" or membership fee. When I called them to complain, the customer service man would not transfer me to a supervisor and insisted I pay the membership fee and he would cancel my membership. I see from your site as well as Consumer Protection complaints that I am not alone
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the $5 question with the 7 day free trial membership. As with any membership or subscription trial, if you do not cancel before the end of the trial, you will automatically be charged for your first month to avoid any disruption in service. Additionally, we send out emails welcoming you to the membership and an email is sent before your trial is ending.
Per our terms of service that you agreed to when you enrolled in the membership, the membership payment is not eligible for a refund as stated in section 10, subheading "Refunds, Cancellations, Abuse and Special Programs" as follows;
***
Although your payment is not eligible for a refund under our terms of service, as a courtesy I can see that we refunded the membership payment for you the same day you called. The funds would have been 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,
Ms. Chase
Senior Customer Support Specialist
Complaint: ***
I am rejecting this response because:
this is was a complaint for the public, not the company that has carefully planned out this fine print money maker.
Sincerely
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 to hear that you've rejected our response. As I previously mentioned, our 7 day free trial works the same as any other membership or subscription. If you do not cancel by the end of the trial you are charged for the upcoming month. The details are not only listed on the site, but ww also send emails before the trial ends as well as welcome emails detailing the membership.
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
Complaint: ***
I am rejecting this response because:
as as stated before this complaint is for the public knowledge, NOT FOR THE BUSINESS. This money making machine depends on fine print. It’s sad that this how you run your business.
Sincerely
This company operates as close to a scam as possible.
I had a problem with a new Visio TV. I was trying to reach Visio customer service and got hooked up with JustAnswer somehow by accident. They charged me $1.00 for a seven day trial. I agreed to pay it.
I was connected to a service representative who helped me with the problem for a $26.00 charge. I had no problem with that. Today, I realized they had drafted $46.00 for a year's subscription from my bank account. When I contacted them by chat and then phone call to have my $46 refunded, I was informed that it was non-refundable. If I had canceled a day earlier, they would have refunded the $46. Supposedly!
Hello *** We're sorry to hear that you were unhappy with the billing experience on the site.
The membership does pick up at the end of the trial in order to prevent a disruption in service. We also send several notification and marketing E-mails in the first week to remind customers to use the trial, as well, we send a billing reminder E-mail to each customer 3-days prior to the membership billing with instructions on how to administer their membership.
We would be happy to take another look at your account in order to make sure that all of the policies in place were followed.
Please reach out to us at your earliest convenience from the Help Page and we're happy to take another look.
Regards,
JustAnswer Customer Care
I called to ask question while on the phone. A Popup on my computer screen instructed me that I could "Chat Live" with Technical Support. I selected the Chat option. I was instructed while chatting with Technical Support that the service would cost me $5.00. I paid this amount by Debit Card. JustAnswer charged my account $46.00 over three months for a total of $138.00. USD. Apparently this is a monthly fee for their "service". I called JustAnswer Toll-Free and immediately told their Customer Service to cancel this service immediately. I received an email confirmation. In the beginning, it says $5 charge for asking a question. Then days later they charged me $46.00. I don't want a subscription. This was a one time $5 deal. When I called customer service asking for a refund I learned that this company outsources their customer service to a different address in a different country. I would like a full refund of all of my funds. I also received a cancellation notice via email from a Mr. *** who is the senior director of customer service. When I called customer service to speak with Jeff I was told that he was away from the phone. I asked for his direct number to call and express my complaint and then was told that the main office for Just Answer is in San Francisco. The customer service was very poor. No one gave me a customer service number for ***. This service is very deceptive and dishonest. The customer service also was not customer friendly. I wish this matter to be resolved and that I am given a refund.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, it looks like you signed up for the $5 question with the 7 day free trial. As with any membership or subscription, if you do not cancel before the trial period ends, you are billed automatically to avoid interruptions in service. Additionally, we send emails outlining the details of the free trial and membership. Since you did not intend to continue with the membership after the trial ended, 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,
Ms. Chase
Senior Customer Support Specialist
I signed up for the trial membership I was informed that I would be notified before the membership expires I never was and then they took money out of my account all I want is a refund
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the $5 question with the 7 day free trial membership. As with any membership or subscription trial, if you do not cancel before the end of the trial, you will automatically be charged for your first month to avoid any disruption in service. Additionally, we send out emails welcoming you to the membership and an email is sent before your trial is ending. It looks like when your first two membership payments were due, the card was declined for insufficient funds.
Per our terms of service that you agreed to when you enrolled in the membership, the membership payment is not eligible for a refund as stated in section 10, subheading "Refunds, Cancellations, Abuse and Special Programs" as follows;
***
Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the membership payment for you. 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,
Ms. Chase
Senior Customer Support Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I ordered a single answer. I was asked on the online form if I wanted a membership. I answered, "no". I have now been billed $28 for a membership. I have called and asked for a refund. They are refusing to refund the $28. I had a single question which they answered, incorrectly I might add, and they have billed me $28.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that your deposit was refunded on 5/7/2019.
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,
Ms. Chase
Senior Customer Support Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Not disclosing 7 day trial period.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site. Unfortunately, the email address you've provided does not pull up any account on JustAnswer.com. Please reply with the correct email address and we can assist further.
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
Complaint: ***
I am rejecting this response because: The correct email for Mr. Johnson’s account ***t The company will be able to search his account that way
Sincerely
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the $5 question with the 7 day free trial membership. As with any membership or subscription trial, if you do not cancel before the end of the trial, you will automatically be charged for your first month to avoid any disruption in service. Additionally, we send out emails welcoming you to the membership and an email is sent before your trial is ending.
Per our terms of service that you agreed to when you enrolled in the membership, the membership payment is not eligible for a refund as stated in section 10, subheading "Refunds, Cancellations, Abuse and Special Programs" as follows;
***
Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the membership payments for you. 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,
Ms. Chase
Senior Customer Support Specialist
The service itself was spot on! However, the 7-day free trial and you opt out is very deceptive IMO. I was involved in a project under the gun and in haste, I agreed to the terms. So that part is on me, but I feel that I was taken advantage of in this situation. I feel this opt-out! policy is entrapment.
Hello ***
Thanks for getting in touch with us about this. We're sorry to hear that you came away with that feeling after having such a positive experience with the mechanic.
We do message customers about the membership on the payment page, as well, during the week-long trial, we send message son a daily basis as well as a payment reminder E-mail 3-days prior to each billing that is processed.
We can confirm form looking at your account that your recurring billing has been turned off. You can come back at any time to speak with the mechanics again, you'll just be prompted to post a deposit on a question by question basis.
Please feel free to reach back out if you need any further assistance.
Regards,
JustAnswer Customer Care
Was looking for help on You Tube. Wasted a lot of time filling out forms on Just Answer to find out it was a membership program. They should state upfront that t is a paid subscription service.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site. Nowhere on our site does it state that we are a free service, in fact our descriptions include terms such as "fast and affordable". When you click "How This Works" it specifically states, "Name your price". We do not hide the fact that we are a paid service and we offer a 100% customer satisfaction 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,
Ms. Chase
Senior Customer Support Specialist
I submitted a question through justanswer*** and paid the agreed £3. Upon receiving a confirmation email I learned that I was to be charged an additional £35 once my question been answered. I called my bank immediately (I used credit card to make the payment) but both the £3 and the £35 has already been taken from my account. Fearing further charges I immediately had the card blocked and emailed to company for a refund, since I considered the £35 an unauthorised transaction. The company refused to refund this and just kept getting back to me with generic "explanations" of how their fees work under three different staff names and kept referring me to the completely useless section on their website that is supposed to have this information on - it doesn't. When asked for my account to be deleted (for some reason you can't do this yourself online), it's been "disabled" instead, so not sure whether that means they still have access to my details.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I am sorry for any confusion you have experienced with our site. Please let me explain how our deposit system works.
When a customer posts a question on JustAnswer, they choose or are shown the full price they are willing to pay for a satisfactory answer. The charge for the question is at the top of the page where you input your payment information. If you have credit card shown, it shows the $5 deposit and the balance deposit when an Expert responds. I've provided a sample screenshot below of the question charge showing the full payment. You can test it out as well by going to our website and going through the first two steps of posting a question (you will not have to enter any payment information to see this).
Credit card screen - ***
After checking your account, I can see £38 was the total cost for your question. Once the question is posted, an initial £3 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was £38. 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,
Ms. Chase
Senior Customer Support Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Sometimes we need help figuring something out that might have you
held back from finishing something.
In the long run it can cut down time,stress, and get you Quality answers that you need.
Definitely worth using!
I had a legal question and *** m esq, answered it fully and professionally. I’m very pleased with the information I received from the people working at just answer.
This service is awesome. I have gotten answers on many different topics. Helped me make decisions which has been difficult since my husband passed.
I have been very concerned about my health recently and my doctor has been unable to figure out what is causing it for more than a year. I took a chance and called Just Answer and after speaking with a doctor and going over everything we came up with a reasonable solution. I don't know if it is the actual answer but it made sense and I have already started taking his advice and I do feel better. l
I am glad I took the step to contact them. I would do it again if I needed to.
Just Answer has been extremely helpful with every question I've posed, family law and veterinary are the areas I've sought help with.
I think the concept of your business is fantastic. I have used it for our Motorhome, Boat and Cars. I have never been disappointed. Every technician I have worked with has been very professional and knowledgeable.