• Report: #818177

Complaint Review: justanswer.com

  • Submitted: Wed, January 04, 2012
  • Updated: Thu, January 05, 2012

  • Reported By: Tom McMahon — NASSAU New York United States of America
justanswer.com
Internet United States of America

justanswer.com justanswer Charges for expert information. Provides guesswork, then runs away. Internet

*Author of original report: Update

*UPDATE Employee: JA Rebuttal

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Paid for expert answer to a specific question regarding auto repair problem.  Was assured that I would not be charged until I was satisfied with answer.  Received a very difficult to accept answer and was charged even though I had not accepted the answer.  I took the answer at face value, purchased car parts and discovered that the answer provided was incorrect. I was able to challenge the answer and respond with follow up a few times.  Then, with the question completely unaddressed in a substantive way, they closed the question.  

I added another "question," which required that I pay more money, with the following text:  "This appears to be a complete rip off. You charge for expert information, then provide guesswork. I will spread the word that this web site should be avoided."  Within 5 minutes it was "Locked by Customer Service" with the following detail provided:  "Note: This question has been locked/hidden from normal users!"  This company buries complaints in the name of "Customer Service."  Brilliant.

This report was posted on Ripoff Report on 01/04/2012 10:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/justanswercom/internet/justanswercom-justanswer-Charges-for-expert-information-Provides-guesswork-then-runs-818177. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update

AUTHOR: Tom McMahon - (United States of America)

Ethan,

Thank you for your response.  Yes, there is one thing you can help me with: I would like a valid answer to the question I originally asked (and paid for).  Thank you.


To All:

As Ethan explained in the JustAnswer.com rebuttal, without any prompting on my part, JustAnswer.com did credit me for the amount I was charged for posting a comment about the customer service.  Of course, I've still paid for an expert answer to my auto repair question that was not satisfactorily delivered.   I will update this post if there is any change in the status of that.
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#2 UPDATE Employee

JA Rebuttal

AUTHOR: EthanA - (United States of America)

Hi Tom,

My Name is Ethan and I am JA's Customer Service Supervisor.  Your ripoff report complaint was forwarded to my attention.  I am terribly sorry that you did not receive a satisfactory answer and that you had trouble following up with the Expert.  A question closes automatically after 24 hours.  You can keep your question open by staying active! Each time you post a reply; your question is relisted and is automatically reset to be open for 24 hours. If your question closes because there has been no response, you can click on the RELIST link next to your Question on the MY QUESTIONS page.  Or you can go directly to your Question page and click the RELIST link near the top of the screen next to the title of your Question. Relisting gives your question a new 24-hour extension.

The reason you were charged is for your good faith deposit.  I apologize for any confusion caused by the payment process on JA.  JA is a paid service, but Experts are only paid after a customer is satisfied with the answer that an Expert has given.   When asking a question on JA, 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 answer 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 Expert who answers a customers question is paid only after the customer clicks the green Accept button on the question page.  The Expert is paid using the customers good faith deposit, so an additional charge is not made to the customer unless the customer decides to leave a bonus for their Expert that exceeds the value of the credit already on the customers JA account. 

Lastly, your second question was locked because it was not a question that an Expert could answer, it was a customer service issue and needed to go to a member of the customer support staff.  We lock the question, so Experts cannot respond to it and give the customer a refund right away because we figure customers didn't intend to be charged for asking a support question.

Please let me know if there is anything else I can assist you with.

Regards,
Ethan
Customer Service Supervisor, JA
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