One of the core values of the JustAnswer and Pearl.com websites is that a customer’s satisfaction is 100% guaranteed.  However, we also understand that occasionally a site malfunction or other obstacle will result in the customer rating a professional poorly.  These types of negative ratings can be sent to experts@pearl.com for an evaluation, where the moderators at Professional Support will review the page and make the final determination as to whether or not the rating warrants removal.

Grounds for removal include:

• Site bugs (Sample scenario: If the customer states, “I couldn’t click the button but I want to rate you Great Service” then Expert Support would process the Great Service rating for the professional.)

• Site functionality issues (Sample scenario: If the customer states, “I rated you negatively on accident and I can’t undo it, sorry” and leaves a negative rating, then Expert Support would remove that rating from the profile history of the professional.)

Ratings removals are NOT processed when the rating reflects the professional’s answer. 

Examples of this may include but are not limited to:

                -Speed of the answer

                -Quality of the answer

                -Customer’s overall satisfaction with the answer (includes customer opt-out, relist)

                -Delivering bad news*

*Many professionals have developed techniques for delivering bad news in a way that still results in the customer’s satisfaction and ultimately, payment.  For tips on delivering bad news, please see the below blog articles: 

Bad News Template for Repair Categories

Delivering Bad News Effectively