Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our siteI checked the email you provided and I see that you last used that account in 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 youPlease 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 / [redacted] (1000, 5, 2015/08/06) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry to hear about your dog being ill and I apologize that you did not get an answer within a reasonable amount of timeResponse 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-inCustomers choose whether they want the membership and are never required to joinThe verbiage you provided about committing to a membership before getting an answer did not come from our siteWe have no option where the customer must join a membership before getting an answerCustomers 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 policyIf you do not get an answer, or you do not get a satisfactory answer, you are entitled to a full refundIf a customer asks for a refund, it is provided immediatelyI was able to listen to your customer service callThe call lasted a little over minutes and as soon as the Expert was able to locate your account, he processed a refund of your depositHe also let you know that although your deposit was made and your question was posted, you were not signed up to a membership planI 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 satisfactionPlease 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 / [redacted] (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 cardMy 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 optionsIn addition, ***'s statements regarding the "Expert" are also false, as the call lasted almost minutes and the customer service representative was a woman, not a man I believe [redacted] is attempting to deceive the Revdex.com by making statements Final Business Response / [redacted] (4000, 9, 2015/08/17) */ Hello, Thank you for your responseMy 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 JustAnswerI received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns Firstly, I am sorry for any problems you have experienced with our site Our Terms of Service includes information that states that questions posted on our site are not privatePlease see the terms here, [redacted] Any private information posted on a customers account is never shared with the public for any reasonAdditionally, if a customer wishes their question to be private, once they rate, they can ask their Expert or email us directly and we will lock their question for privacy I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, Ms [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site 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 problemAfter checking your account, I can see that you did get an answer from an Expert a few hours after you postedThat is not our 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 depositsYou should see the funds back in your account within 3-days, maybe sooner depending on your bank's policies I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns We're very sorry there was a problem with the question page you paid to unlockWe cannot guarantee the quality, applicability, or availability of answers posted by other customersYour payment has been refunded, as requestedThe funds are made available to your bank the next business day however the bank may take 3-business days to release the funds back to your account depending on their policy I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Customer Care Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: Sadly, you don't even know your own signup procedureI didn't choose any of the options as provided by your first linkNowhere in either link have you explained the initial $nor the additional $for a phone call responseAnd at no point do you even mention the $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 lowIt's not us, it's you!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/20) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for any problems 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 answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $When an Expert responds the conversation is on the question page in a chat-like formatCustomers can also be offered 'additional services' such as a phone call, Skype call, remodesktop and moreThese are additional services and costs above the initial question cost, but they are optionalI see that you accepted a phone call for $Your refund for the initial question cost was refunded on 12/9/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 days Regarding our membership plan, it's completely opt in and we cannot sign customers up for this featureAfter checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceI see that the membership charge was refunded on 12/14/The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyMoving forward there won't be any additional charges on your account I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (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 everThe 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 / [redacted] (4000, 9, 2016/01/05) */ Hello, Thank you for your response The chat format is meant to be a back and forth question/answer responseMany times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issueI'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-inWe 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 membershipWe'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 effectAgain, I apologize for any confusion this has caused For your trouble, I'd like to offer you a free question on our siteIf you would like to take advantage of this offer, please send me an email at ***@justanswer.com and I will forward you the coupon I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Final Consumer Response / [redacted] (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 JustAnswerI received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns Firstly, I am sorry for any confusion you have experienced with our site Regarding our membership plan, it’s completely opt in and we cannot sign customers up for this featureThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer: [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 enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details [redacted] After checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceIt is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the chargesThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/07/12) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswer and I assure you, we are not a scamI 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 siteAll of our contact information including email and phone numbers are on the help page of our site After checking your account, I can see that the price you chose for your question to be answered was $When a customer posts their question, they place a $deposit and when an Expert responds, the balance of the deposit is madeI can see that you emailed us about your Expert on June and one of our agents answered and directed you back to your question page and also offered refund informationYou called us on July and we closed your question and processed a refund of your depositsWhen we process a refund on JustAnswer, the refund is immediate, however depending on your bank or card issuer, it can take 3-days for it to show back in your account I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be [redacted] 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 questionThis makes it seem like you're saying yes twice, to the initial chargeYour site did nothing noble like "not charge me" for the membershipI burned 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 mannerThey're usually in a bit of a panic to solve a problem at home that upsets their way of lifeYour site is difficult to navigate and it costs many people grief and money...just take a look at online reviewsIf you're not batting 1,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 questionFor 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 JustAnswerI received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site All of the Experts on JustAnswer are licensed and verified in their fieldsAdditionally, 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 daysWe have a 100% customer satisfaction policyI've closed your question and processed a refund of your depositIt should show back in your account within 3-days, maybe sooner, depending on your credit processor I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist
Hello, My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for any confusion you have experienced with our site and that you did not receive a faster answerPlease let me explain how our deposit system works When a customer posts a question on JustAnswer, they choose or are shown the full price they are willing to pay for a satisfactory answerThe charge for the question is at the top of the page where you input your payment informationIf you have credit card shown, it shows the $deposit and the balance deposit when an Expert respondsI've provided a sample screenshot below of the question charge showing the full paymentYou can test it out as well by going to our website and going through the first two steps of posting a question (you will not have to enter any payment information to see this)Credit card screen - [redacted] After checking your account, I can see CA$was the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was CA$While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund I can see that we have closed your question page and processed a refund of your deposits on 3/27/You should see the funds back in your account within 3-days, maybe sooner depending on your bank I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, MsChase Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site, but I assure you, we are not a scamOur help page specifically states "When posting a question on JustAnswer, you select the price you are willing to pay for an answerOnce your question is posted, you will be charged in one of three ways depending on the payment course, as described on the payment page where you selected your price: (i) when the question is posted, (ii) at the time an Expert responds to the customer's question, or (iii) $upon the posting of a question with the remainder charged at the time an Expert responds." You can see this by going to http://ww2.justanswer.com/help/topics/142, under "Asking a Question" and clicking "When will I be charged?" With that being said, the money is processed into your JustAnswer account, but it stays in your account until you receive a satisfactory answer and rate the ExpertAs per our 100% customer quality guarantee, if you do not receive a response or do not receive a satisfactory response, then you are entitled to a full refund upon request Regarding the wait time, most questions are answered within minutesHowever response time can vary depending on category, how many Experts are online in that category at the time and how familiar with your question those Experts areWe strive to provide the best service possible and encourage Experts to be sure they can answer before respondingMost times Experts will respond with a request for more information (ie; model number, etc) so that they can provide you with an accurate answer to your question I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I [redacted] assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation Specialist [redacted] gives completely sidesteps the issue I highlighted with my experience; that I was charged the balance of the payment when an Expert responded [redacted] does not speak to the fact that in his response, this Expert did not answer my question at allYet JustAnswer charged me the full amount anywayIt clearly states on their website that you will only be charged the balance if you are satisfied with your answerThe language [redacted] uses to describe the money being "processed" through one's JustAnswer account is circuitous and misleading, I don't know what it means to have my money "processed" - all I know is that my credit card was chargedI only got a refund because I called up and complainedThe reason why I am going to the trouble of filing this complaint with the Revdex.com is because I believe JustAnswer operates by fraudulently charging customers even when no satisfactory answer is given for the question posed, and hoping that people do not go to the trouble of complaining and insisting on a refundI am not impressed by what I interpret as double talk from [redacted] the responding Senior Customer Support Specialist Final Business Response / [redacted] (4000, 9, 2015/07/01) */ Hello, Thank you for your response and again I apologize for any confusion When we say 'processes', this simply means that a deposit is made or paid into your JustAnswer accountAs I mentioned in my last response, the way JustAnswer works is that after the initial $is processed or paid into your JustAnswer account, the remaining deposit is paid when an Expert respondsI have attached a screenshot of our help menu where it clearly outlines thisThere is nowhere on our site where it states that you will only be charged the balance if you are satisfied with your answer Regarding customer satisfaction, if a customer does not get an answer or does not get a satisfactory answer, they are entitled to a full refund of their deposits within daysWe have always stood by that promise and our goal remains 100% customer satisfaction I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I [redacted] assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/08/30) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our siteIt's very unusual to have an Expert just not respond back to a customerI checked on your question and your Expert and it seems like the Expert has not logged in for over a weekThis usually means that the Expert is ill or has some other type of family emergencyI have reached out to our Expert mods and they are looking for an Expert to help and you will receive an email when an Expert respondsIf you do not get an answer within a reasonable amount of time, you can email us at ***@justanswr.com or you can email me directly at ***@justanswer.com I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) A JustAnswer expert named [redacted] responded and provided a professional, thorough, and timely response to my original questionWhile I was dissatisfied with JustAnswer's initial process with Nora, I gave [redacted] high marks
Hello, We're sorry to hear that you were unhappy with the response that you received from the Electrician In looking into your account it appears that both the $and $refunds had been refunded back to your card on 5/19/when you processed your own refund through the self-help section of the websiteThe remaining $membership charge was not refunded yetAt this time, we have issued a refund for all remaining charges and cancelled the membership on your accountYou should see the refund processed back to your card in the next 1-business days at the most Let us know if you need any further assistance
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our siteI checked the email you provided and I see that you last used that account in 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 youPlease 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 / [redacted] (1000, 5, 2015/08/06) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry to hear about your dog being ill and I apologize that you did not get an answer within a reasonable amount of timeResponse 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-inCustomers choose whether they want the membership and are never required to joinThe verbiage you provided about committing to a membership before getting an answer did not come from our siteWe have no option where the customer must join a membership before getting an answerCustomers 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 policyIf you do not get an answer, or you do not get a satisfactory answer, you are entitled to a full refundIf a customer asks for a refund, it is provided immediatelyI was able to listen to your customer service callThe call lasted a little over minutes and as soon as the Expert was able to locate your account, he processed a refund of your depositHe also let you know that although your deposit was made and your question was posted, you were not signed up to a membership planI 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 satisfactionPlease 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 / [redacted] (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 cardMy 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 optionsIn addition, ***'s statements regarding the "Expert" are also false, as the call lasted almost minutes and the customer service representative was a woman, not a man I believe [redacted] is attempting to deceive the Revdex.com by making statements Final Business Response / [redacted] (4000, 9, 2015/08/17) */ Hello, Thank you for your responseMy 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 JustAnswerI received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns Firstly, I am sorry for any problems you have experienced with our site Our Terms of Service includes information that states that questions posted on our site are not privatePlease see the terms here, [redacted] Any private information posted on a customers account is never shared with the public for any reasonAdditionally, if a customer wishes their question to be private, once they rate, they can ask their Expert or email us directly and we will lock their question for privacy I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, Ms [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site 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 problemAfter checking your account, I can see that you did get an answer from an Expert a few hours after you postedThat is not our 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 depositsYou should see the funds back in your account within 3-days, maybe sooner depending on your bank's policies I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns We're very sorry there was a problem with the question page you paid to unlockWe cannot guarantee the quality, applicability, or availability of answers posted by other customersYour payment has been refunded, as requestedThe funds are made available to your bank the next business day however the bank may take 3-business days to release the funds back to your account depending on their policy I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Customer Care Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: Sadly, you don't even know your own signup procedureI didn't choose any of the options as provided by your first linkNowhere in either link have you explained the initial $nor the additional $for a phone call responseAnd at no point do you even mention the $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 lowIt's not us, it's you!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/20) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for any problems 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 answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $When an Expert responds the conversation is on the question page in a chat-like formatCustomers can also be offered 'additional services' such as a phone call, Skype call, remodesktop and moreThese are additional services and costs above the initial question cost, but they are optionalI see that you accepted a phone call for $Your refund for the initial question cost was refunded on 12/9/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 days Regarding our membership plan, it's completely opt in and we cannot sign customers up for this featureAfter checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceI see that the membership charge was refunded on 12/14/The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policyMoving forward there won't be any additional charges on your account I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (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 everThe 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 / [redacted] (4000, 9, 2016/01/05) */ Hello, Thank you for your response The chat format is meant to be a back and forth question/answer responseMany times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issueI'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-inWe 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 membershipWe'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 effectAgain, I apologize for any confusion this has caused For your trouble, I'd like to offer you a free question on our siteIf you would like to take advantage of this offer, please send me an email at ***@justanswer.com and I will forward you the coupon I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Final Consumer Response / [redacted] (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 JustAnswerI received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns Firstly, I am sorry for any confusion you have experienced with our site Regarding our membership plan, it’s completely opt in and we cannot sign customers up for this featureThere are two places the customer has to click in order to enroll in a membership planFirst, they have to select a plan, and then they have to click on the orange 'Start My Free Trial' buttonHere's a screenshot of a typical membership offer: [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 enrollmentAlso provided are instructions on how to cancelHere's a screenshot of the Offer Details [redacted] After checking your account, it looks like you accepted a free trial offer to try our membership programAt the end of the trial, the membership bills automatically to avoid disruptions in serviceIt is evident that you did not intend to continue with the membership after the trial ended, so as a courtesy, I have opted you out of the membership and issued a refund of the chargesThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/07/12) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswer and I assure you, we are not a scamI 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 siteAll of our contact information including email and phone numbers are on the help page of our site After checking your account, I can see that the price you chose for your question to be answered was $When a customer posts their question, they place a $deposit and when an Expert responds, the balance of the deposit is madeI can see that you emailed us about your Expert on June and one of our agents answered and directed you back to your question page and also offered refund informationYou called us on July and we closed your question and processed a refund of your depositsWhen we process a refund on JustAnswer, the refund is immediate, however depending on your bank or card issuer, it can take 3-days for it to show back in your account I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be [redacted] 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 questionThis makes it seem like you're saying yes twice, to the initial chargeYour site did nothing noble like "not charge me" for the membershipI burned 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 mannerThey're usually in a bit of a panic to solve a problem at home that upsets their way of lifeYour site is difficult to navigate and it costs many people grief and money...just take a look at online reviewsIf you're not batting 1,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 questionFor 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 JustAnswerI received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site All of the Experts on JustAnswer are licensed and verified in their fieldsAdditionally, 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 daysWe have a 100% customer satisfaction policyI've closed your question and processed a refund of your depositIt should show back in your account within 3-days, maybe sooner, depending on your credit processor I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist
Hello, My name is Chase and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for any confusion you have experienced with our site and that you did not receive a faster answerPlease let me explain how our deposit system works When a customer posts a question on JustAnswer, they choose or are shown the full price they are willing to pay for a satisfactory answerThe charge for the question is at the top of the page where you input your payment informationIf you have credit card shown, it shows the $deposit and the balance deposit when an Expert respondsI've provided a sample screenshot below of the question charge showing the full paymentYou can test it out as well by going to our website and going through the first two steps of posting a question (you will not have to enter any payment information to see this)Credit card screen - [redacted] After checking your account, I can see CA$was the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was CA$While the deposit is transferred to your JustAnswer account when an Expert responds, it remains in your JustAnswer account until you rate your Expert positively We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund I can see that we have closed your question page and processed a refund of your deposits on 3/27/You should see the funds back in your account within 3-days, maybe sooner depending on your bank I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, MsChase Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our site, but I assure you, we are not a scamOur help page specifically states "When posting a question on JustAnswer, you select the price you are willing to pay for an answerOnce your question is posted, you will be charged in one of three ways depending on the payment course, as described on the payment page where you selected your price: (i) when the question is posted, (ii) at the time an Expert responds to the customer's question, or (iii) $upon the posting of a question with the remainder charged at the time an Expert responds." You can see this by going to http://ww2.justanswer.com/help/topics/142, under "Asking a Question" and clicking "When will I be charged?" With that being said, the money is processed into your JustAnswer account, but it stays in your account until you receive a satisfactory answer and rate the ExpertAs per our 100% customer quality guarantee, if you do not receive a response or do not receive a satisfactory response, then you are entitled to a full refund upon request Regarding the wait time, most questions are answered within minutesHowever response time can vary depending on category, how many Experts are online in that category at the time and how familiar with your question those Experts areWe strive to provide the best service possible and encourage Experts to be sure they can answer before respondingMost times Experts will respond with a request for more information (ie; model number, etc) so that they can provide you with an accurate answer to your question I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I [redacted] assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation Specialist [redacted] gives completely sidesteps the issue I highlighted with my experience; that I was charged the balance of the payment when an Expert responded [redacted] does not speak to the fact that in his response, this Expert did not answer my question at allYet JustAnswer charged me the full amount anywayIt clearly states on their website that you will only be charged the balance if you are satisfied with your answerThe language [redacted] uses to describe the money being "processed" through one's JustAnswer account is circuitous and misleading, I don't know what it means to have my money "processed" - all I know is that my credit card was chargedI only got a refund because I called up and complainedThe reason why I am going to the trouble of filing this complaint with the Revdex.com is because I believe JustAnswer operates by fraudulently charging customers even when no satisfactory answer is given for the question posed, and hoping that people do not go to the trouble of complaining and insisting on a refundI am not impressed by what I interpret as double talk from [redacted] the responding Senior Customer Support Specialist Final Business Response / [redacted] (4000, 9, 2015/07/01) */ Hello, Thank you for your response and again I apologize for any confusion When we say 'processes', this simply means that a deposit is made or paid into your JustAnswer accountAs I mentioned in my last response, the way JustAnswer works is that after the initial $is processed or paid into your JustAnswer account, the remaining deposit is paid when an Expert respondsI have attached a screenshot of our help menu where it clearly outlines thisThere is nowhere on our site where it states that you will only be charged the balance if you are satisfied with your answer Regarding customer satisfaction, if a customer does not get an answer or does not get a satisfactory answer, they are entitled to a full refund of their deposits within daysWe have always stood by that promise and our goal remains 100% customer satisfaction I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I [redacted] assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist
Initial Business Response / [redacted] (1000, 5, 2015/08/30) */ Hello, My name is [redacted] and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns Firstly, I am sorry for the problems you have experienced with our siteIt's very unusual to have an Expert just not respond back to a customerI checked on your question and your Expert and it seems like the Expert has not logged in for over a weekThis usually means that the Expert is ill or has some other type of family emergencyI have reached out to our Expert mods and they are looking for an Expert to help and you will receive an email when an Expert respondsIf you do not get an answer within a reasonable amount of time, you can email us at ***@justanswr.com or you can email me directly at ***@justanswer.com I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help Best regards, [redacted] Senior Customer Support Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) A JustAnswer expert named [redacted] responded and provided a professional, thorough, and timely response to my original questionWhile I was dissatisfied with JustAnswer's initial process with Nora, I gave [redacted] high marks
Hello, We're sorry to hear that you were unhappy with the response that you received from the Electrician In looking into your account it appears that both the $and $refunds had been refunded back to your card on 5/19/when you processed your own refund through the self-help section of the websiteThe remaining $membership charge was not refunded yetAt this time, we have issued a refund for all remaining charges and cancelled the membership on your accountYou should see the refund processed back to your card in the next 1-business days at the most Let us know if you need any further assistance