LA H.

I went to Just answer looking for assistance with my dog. I asked them one question and the vet they provided, the only one, wasn't in the country, didn't know and told me to take my dog to a vet locally. The guy was absolutely clueless. Well I forgot to cancel my account and when doing my yearly budget discovered that they were still billing me under Dr. Expert on my credit card statement. I contacted them immediately as I definitely wouldn't use their service for veterinary assistance ever again and requested to cancel. They just charged my card yesterday. The first chat, they lied and told me that my account didn't qualify for refund by their policy. I was only asking for the last charge as I should have been paying attention, while upset about the nearly $150 in charges for no services rendered, I felt I had some responsibility. The chat agent told me that they don't give refunds by policy, that I had to cancel before the trial ended. I went and read their policy and discovered deep within their policy I found the cancelation and refund terms where it states there are no refunds or partial refunds if canceled in the "middle" of a billing period. I was able to get my last charge refunded by this second text. However, one very incredible person in my life once told me, and I believe she is correct, if a company has to rope you in for a membership without consideration then chances are they aren't behind their own product and are doing it just for the auto billing in order to take millions from online shoppers. I believe this to be true about Just Answer. I believe as a consumer, a good product that offers a free trial should provide a free trial if they really stand behind their product, and do so without strings or hidden small print membership autoenrollments. If you're looking for answers I would recommend going to the services that actually provide the answers such as Prepaid Legal or Ask a Nurse through your healthcare plan, local hospital or even experts that focus in that one general area with verifiable credentials. Here is the final chat with Just Answer's representative. I really hope it helps individuals prior to making that purchasing decision with companies like this that continue to force on consumers their subscriptions.
Me: I just chatted with someone when I found out you were billing my credit card. I asked for a refund of the last billing and was told there were no refunds. She then pushed a policy link. I read your policy and specifically it states: No Refunds except as set forth herein. Memberships that are cancelled in the middle of the payment period will not have pro-rated billing, refunds or other credits. It is not the middle of a billing period. It is the beginning you just charged my card. I want it refunded.
Ronalyn R, Customer Care Agent
I understand your concerns regarding billing. Can you provide me your email so I can pull up and check your account?
Me: ***@gmail.com.
Ronalyn R, Customer Care Agent
Please give me a moment to locate your account. Further, you provided no information in the welcome message about no refunds or a policy of no refunds. You simply said I could cancel at any time. You've charged my card three times for no service. I am asking you refund the last billing as it is NOT "IN THE MIDDLE OF A BILLING PERIOD"
Ronalyn R, Customer Care Agent
One moment please. I'm still checking here. Thank you for waiting. 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.
Me: I would like to confirm some information with you. Why is my account not subject for a refund when your terms which I have posted above state that you don't give refunds or partial refunds in the MIDDLE of a billing period and it is clearly not the middle?
Ronalyn R, Customer Care Agent
You will receive an email confirmation within the next 2 hours.
Me: I would like my questions answered, please. Why does my account not qualify for the refund?
Ronalyn R, Customer Care Agent
I honestly don't know, we are just following JustAnswer's policy.
Me: But you're not
***** DISCONNECTED CHAT
The Customer Care agent is no longer online. If you still have questions or need help, please email *******@justanswer.com.