BBB Accredited Business since

JustAnswer

Phone: (888) 587-8220 Fax: (415) 480-2121 View Additional Phone Numbers PO Box 29045, San Francisco, CA 94129 View Additional Email Addresses http://www.justanswer.com View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers paid question-and-answer service on the Internet.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that JustAnswer meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for JustAnswer include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 240 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

240 complaints closed with BBB in last 3 years | 81 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 78
Billing/Collection Issues 35
Delivery Issues 10
Guarantee/Warranty Issues 5
Problems with Product/Service 112
Total Closed Complaints 240

Additional Complaint Information

Complaints processed by BBB state that some consumers do not realize they are signing up for a subscription service. Consumers should take the time to review content before automatically clicking through. As is customary with most subscription services, customers should understand that if they sign up for a subscription and do not cancel before the trial period is up, their enrollment in the subscription will continue and the subscription charges will be charged accordingly. You may reach JustAnswer's customer care center at 1-888-587-8220.

Customer Reviews Summary Read customer reviews

102 Customer Reviews on JustAnswer
Customer Experience Total Customer Reviews
Positive Experience 86
Neutral Experience 3
Negative Experience 13
Total Customer Reviews 102

Additional Information

BBB file opened: June 23, 2006 Business started: 07/01/2002 in CA Business started locally: 07/01/2002 Business incorporated 06/29/2011 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Jeff Cavellini, Director of Customer Service Leila Anunciacion, Customer Care Manager Adam Roesel, Customer Care Supervisor
Contact Information
Principal: Mr. Jeff Cavellini, Director of Customer Service
Number of Employees

150

Business Category

Professional Services - General Internet Services

Service Area
This business service area covers San Francisco, Oakland, Fremont, Santa Rosa, Hayward, Concord, Berkeley, Richmond, Antioch, Daly City, San Mateo, Vacaville, San Leandro, Livermore, Napa, Sonoma, Vallejo, San Rafael, San Mateo, Walnut Creek

Customer Review Rating plus BBB Rating Summary

JustAnswer has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • PO Box 29045

    San Francisco, CA 94129

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/23/2016 Problems with Product/Service
8/17/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: see Attached document
Click here to Get the File - use the Password: ********
*****************************************************

Desired Settlement: see Attached document

Business Response:

Hello,

 

My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the ****** ******** ****** 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 the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $37 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $32. 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'm sorry that you confused the deposit balance with the membership. Although it looks like you had signed up for our 7 day free trial, you had not been charged for the membership since you were still under the free trial. The membership plan is optional, not automatic. You can have a JustAnswer account where you pay per question, it is not mandatory to be on the membership plan.

 

I have checked your account and closed your question page. I see that you've already reversed the charges for the $32 and I've gone ahead processed a refund of your $5 deposit as well. 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,

 

*****

 

Senior Customer Support Specialist

Consumer Response: See Attached

8/10/2016 Problems with Product/Service
8/9/2016 Billing/Collection Issues
7/13/2016 Delivery Issues
7/7/2016 Problems with Product/Service
6/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged three times by JustAnswer for posting one question on their website. The charges were in the amounts of $5, $11 and $26, for a total of $42. The advertised service was not provided, as I did not receive a helpful answer to my problem. I still had to call out an electrician to solve the issue for me instead. I submitted a request for a refund based on this, and received a refund in the amount of $5. That leaves an outstanding balance of $37. I have contacted JustAnswer multiple times by email regarding this issue, on 5/19 and 6/1. I have received no response at all from them.

Desired Settlement: JustAnswer still owes me $37 in refunds. I expect this to be deposited immediately.

Business Response:

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 $5 and $11 refunds had been refunded back to your card on 5/19/2016 when you processed your own refund through the self-help section of the website. The remaining $26.00 membership charge was not refunded yet. At this time, we have issued a refund for all remaining charges and cancelled the membership on your account. You should see the refund processed back to your card in the next 1-3 business days at the most.

Let us know if you need any further assistance.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Please be aware that this business uses shady practices in order to collect more money from its users. In my case, the only way to get this money back was through a BBB complaint.

Sincerely,

*** ******

6/15/2016 Problems with Product/Service
5/15/2016 Problems with Product/Service
5/15/2016 Advertising/Sales Issues
5/15/2016 Billing/Collection Issues
5/14/2016 Billing/Collection Issues
5/13/2016 Delivery Issues
5/13/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service
5/13/2016 Billing/Collection Issues
5/12/2016 Problems with Product/Service
5/12/2016 Billing/Collection Issues
5/12/2016 Problems with Product/Service
5/12/2016 Advertising/Sales Issues
5/11/2016 Problems with Product/Service
5/11/2016 Advertising/Sales Issues
5/11/2016 Problems with Product/Service
5/6/2016 Billing/Collection Issues
5/6/2016 Problems with Product/Service
4/22/2016 Problems with Product/Service
4/9/2016 Problems with Product/Service | Complaint Details Unavailable
4/9/2016 Advertising/Sales Issues | Complaint Details Unavailable
4/1/2016 Advertising/Sales Issues
4/1/2016 Problems with Product/Service
3/31/2016 Advertising/Sales Issues
3/24/2016 Advertising/Sales Issues
3/23/2016 Advertising/Sales Issues
3/23/2016 Advertising/Sales Issues
3/22/2016 Billing/Collection Issues
3/16/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service
3/9/2016 Advertising/Sales Issues
3/9/2016 Advertising/Sales Issues
3/8/2016 Problems with Product/Service
3/8/2016 Advertising/Sales Issues
3/4/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: rec eived incorrect information at cost of $28.00 . want refund described problem with refrigerator. Received name of part to replace to fix problem. ordered the part and istalled it and it did not fix anything

Desired Settlement: refund amt. charged to my credit card of $28.00

Business Response: Initial Business Response /* (1000, 5, 2016/01/24) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry that you did not receive a satisfactory answer. 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, ***** Senior Customer Support Specialist

2/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was overcharged on my debit card for services. On January 10th 2016 I entered into an agreement with JustAnswer LLC, ***************************************, to answer a question posed to an auto mechanic regarding my 2008 Chevy Silverado. I agreed to pay $18.00 USD (eighteen dollars)to have the question answered. After speaking with the mechanic regarding my issue, I was directed to a page where I was to rate him with stars. I rated him with 5 stars, as he answered my question. I was then directed to a page where I could tip him if I desired, and I declined. After looking at my bank account, I noticed I had been charged two separate charges. One in the amount of $5.00 and one in the amount of $23.00. I contacted customer service and asked for a refund of $10.00 for the unauthorized charges and they refused, stating I agreed to pay whatever the question was worth to the mechanic, and the fee would START at $18.00. I feel I was misled by their advertising practice of "You pay what you want" and was taken advantage of once they had my debit information.

Desired Settlement: I just want the $10.00 I did not authorize JustAnswer to debit from my account.

Business Response: Initial Business Response /* (1000, 6, 2016/01/24) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. As I explained in my previous email, we do not choose the question price, nor can we change the price once it has been set. I can't say for sure what happened here, but I have refunded the additional charge per your request as you already know. 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, ***** Senior Customer Support Specialist

2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: just answer did not answer my question, and I want my money I paid refunded. My order id number with "JUST ANSWER" is *************

Desired Settlement: refund of my money.

Business Response: Initial Business Response /* (1000, 5, 2016/01/24) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Most questions are answered in a timely manner although there are times when it may take longer. I've gone ahead and closed your question page and processed a refund of the deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your credit processor. 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, ***** Senior Customer Support Specialist

2/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a monthly membership to justanswer. Several times now they have Locked questions. When they lock the question I do not get the answer I seek. When a question is asked, an expert then answers. But if you try to expand on the question the expert will tell you that you are changing topic and need to ask a new question. Then when I ask a new question the moderators of justanswer will lock the question and claim that it is the same question as before. When they lock it I cannot get an answer. I pay a monthly fee to just answer so that I may ask a question at any time. When they lock the question they are breaking the promise of being able to ask a question at any time and in essence steal from me because I am paying for the option to ask a question at any time. They cause a catch 22. the expert complains when you ask beyond the original question ans Justanswer will block you if your new question is in any way related to the first even though it is materially different.

Desired Settlement: I seek a change in policy. You must either allow the new question or allow for different questions to be asked in the original.

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. After reviewing your account, the last locked question on your account was in July 2015, I don't see anything more recent that's been locked? The way the site works is that when a customer asks a question, they can expect to receive the answer to their question and even answers in the same vein, within reason. If the questions start to go outside of the scope of the initial question, some Experts will ask that you open a new question thread to continue. Duplicates are usually reported by other Experts, however (as you have already done on one of your questions) you can say in the first sentence, 'this is not a duplicate' if it's a continuation of another question. Of course if you have any problems or want a question re-opened, you can always reach us at X-XXX-XXX-XXXX or *********@justanswer.com and we will assist with whatever you need. 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, ***** Senior Customer Support Specialist

2/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: DECEPTIVE sales practices galore! It started with a web site that deceptively showed them as representing Dell Computers. Once on the site, they said they would charge my credit card $5.00 -- then another $42.00 when they had answered my question to my satisfaction. As soon as I entered my credit card information, the next page changed the "game" entirely. Now they were selling a MONTHLY service -- the $47.00 was just the first installment of a monthly service. Their "Contact Us" button goes nowhere -- there is no phone number listed anywhere, and all they will offer in the way of "help" is another way to bill the customer. I NEVER RECEIVED ANY COMPUTER HELP WHATSOEVER. It would not surprise me if they actually have no IT specialists working there -- just salesmen. It is one deceptive practice after another!

Desired Settlement: I would like a complete refund of my $47.00 -- and the assurance that my credit card information is not being kept or sold by this company. I would want them to stop advertising themselves as a computer help company, and start advertising themselves as a SCAM OPERATION, which is exactly what they are.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems or confusion you have experienced with our site. I assure you, we are not a scam. We have an A+ rating here with the BBB and we have a 100% customer satisfaction guarantee. Additionally, we are in no way related to Dell, but it is possible they use Google ads or advertise our services directly to help with Dell issues. Please let me explain how our deposit system works. When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $47 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $42. Regarding our monthly membership, it is completely optional. While we do advertise it on the site, unlimited questions for a low monthly fee, it is completely opt in at the customers discretion. Again, 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. After checking your question page, I can see that you received a response to your question 2 minutes and 49 seconds after posting your question, however it does not show that you viewed the response. Per your request, I can see that on 12/29/15 a customer care agent closed your question page and processed a refund of your deposits. You should already see the funds back in your account. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is NO CONFUSION on my part. ANYONE can log onto their site, and check the veracity of my complaint. There is NO OPTION other than signing up for monthly service NOT ON THEIR WEB PAGE. And they will NEVER convince me they are NOT a scam operation. Final Business Response /* (4000, 10, 2016/01/24) */ Hello, Thank you for your response. While I understand that you are upset and feel that you were being forced into a membership, the fact is we have thousands of customers who use JustAnswer daily on a question/answer basis and are not subscribed to the membership plan. Again, the membership plan is completely optional on the customers part. We cannot sign a customer up for the membership, even if they ask us to do so. There were no membership charges on your account. The only deposits were for the initial question. 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, ***** Senior Customer Support Specialist

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just Ask has not provided a refund and are attempting to short change the amount due by $5.00 Service is a sham. I want a refund back

Desired Settlement: A Refund within 24 hours

Business Response: Initial Business Response /* (1000, 5, 2016/01/28) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for any confusion you may have experienced with our site. After checking your account, I can see that the $5 deposit was refunded at the same time as the CA$33 charge. The authorization code for this refund is XXXXXX which you can provide your bank for confirmation. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charged my credit card on two occasions once for unsatisfactory service the other for a membership I have no use for and did not subscribe to. On 12/1/2015 I attempted to get a question answered online regarding a problem with my snow blower. I understood that I needed to pay a $5.00 charge and if I received a satisfactory answer I would then pay an additional $13.00. My credit card was charged for both amounts. When I called the 877 phone number I got a recording that prompted me to answer questions about the service. At the conclusion of the call I was told I would get an email advising me of a refund. I received no email nor any refund. When I checked my credit card account for this month I became aware of an additional charge of $28.00 for a membership. I did not subscribe to any membership.I called the 877 number again and got the same recording and I followed the prompts again. Once again I was told that I would receive an Email advising of a refund. No email and no refund. This was all done online and I have no order number nor any account number. The payment was handled by credit card which I gave online.

Desired Settlement: Refund of the $13.00 charged for unsatisfactory answer to the mechanical problem. And a refund for the $28.00 charged to my Visa card for the membership I did not subscribe to.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems 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 the price they are willing to pay for a satisfactory answer. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. 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 tried to locate your account with the email address you provided here but was unable to find one. Please send me an email at *****@justanswer.com and provide the email you used when you created your JustAnswer account or a link to your question page. If you don't have those, please provide me the first six (6) and last four (4) of the card that was charged (not the whole card number or any other info off of the card) and I will have our billing department search for the account. I look forward to hearing back from you. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with **** at Just Answer. She told me that they have issued a credit for $28.00 to my credit card account. When I spoke with customer service at ***** I was told that no refund credit has been received from Just answer. Final Business Response /* (4000, 9, 2016/01/24) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of the follow up response to your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Here are the authorization codes for the charges that you can provide to your bank to confirm that they did receive the refunds $2X - XXXXXC $1X - XXXXXC $5 - XXXXXC 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. You can also reach me directly at *****@justanswer.com. Best regards, ***** Senior Customer Support Specialist Final Consumer Response /* (2000, 11, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Just answer indicates that the credit for $28 refund was received by my bank and referred to an authorization code XXXXXC. As of today the credit has not posted to my account. As soon as the credit posts to my account I will consider the matter resolved. Bank said that Just Answer has 2 billing cycles to issue credit. If they have not responded the bank will remove the $28.00 charge permanently.

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service not delivered A computer programming question was asked , the question was never directly answered, questioned referred to another programmer. Question is still unanswered 48 hours later.

Desired Settlement: Refund

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry that another Expert did not pick up your question. We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, simply contact us within 30 days and we will process a full refund. I've processed a refund of your deposit and closed your question. The funds will return to your account within 3-5 days, maybe sooner depending on your credit processor. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am complaining because they falsely advertised how they would be charging my card and now will not give a refund. I was looking on the website JustAnswer.com. It stated in the advertising that they would only charge $5 until after you got your answer and you was completely satisfied. If you were satisfied, then they would charge the complete amount, if not, they wouldn't charge you. They immediately charged the full $45 to my card and I have emailed them trying to get a refund back. I have had no luck in getting a response from them or getting my money back since I am not happy with them or their answer.

Desired Settlement: I would like a refund of the $45 that I paid to them.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems 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 the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $45 as the total cost for your question. Normally, once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case since you used PayPal, the entire amount was taken when the Expert responded. Paypal is unable to break the deposits up as we do with credit cards. Again, I apologize for any inconvenience or confusion this caused. 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 you have already reversed the funds back to your Paypal account. You should see them 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It may look like it your account, but according to my Paypal account the full amount was paid to your business. The amount has never been refunded to me. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2016/01/06) */ Hello, Thank you for your response. Since you reversed the charges, you should not see a charge on your PayPal at all. You can check with Paypal using the invoice id XXXXXXXX to confirm that the charge was either cancelled or returned. If you are still having a problem, you can email me directly at *****@justanswer.com and I will assist further. ***** Senior Customer Support Specialist Final Consumer Response /* (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked with Paypal several times and you did get the money. Lucky for you that Paypal actually did the correct thing and refunded my money since it is apparent you have no intention of honoring what you state on your website. I did not get the answer, you took my money and have been refusing to give it back. I know you got the money from Paypal and I never got it returned from you. No reason for you to keep telling me it got returned from you when you didn't. I can see it all on my Paypal account.

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Promised money back guarantee if answer is unsatisfactory. Answer was vague and more than unsatisfactory, but was only given partial refund. Just Answers pushes the fact that payment is required only when an answer is satisfactory. However, I received a vague, cookie-cutter answer that could have applied to any number of questions. When I pointed that out, I was refunded $5 of the $14 charged. This is NOT a money back guarantee, this is a scam. I'm sure that the company assumes that most people will just accept the loss of a few dollars and chalk it up to experience; and, as a result, has made a lot of money this way. But this is false advertising, a false claim, a false promise-whatever you want to call it.

Desired Settlement: I want FULL refund, not partial. Honor your promise.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems or 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 the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $19 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $14. 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. Upon reviewing your account, I see that both refunds of $14 and $5 was processed on 12/29/2015 back to your card ending in **** due to a chargeback you made on your card. Had you contacted us directly, we would have refunded both charges for you. I encourage you to contact your card issuer to confirm this information and please reference the refund authorization codes, XXXXXX and XXXXXX respectively. If your bank cannot confirm the refund, please write back with your phone number and the best time to reach you. I will arrange for a member of my billing team to do a conference call with you and your bank so we can get this resolved. My billing team is available Monday-Friday from 8:00AM-5:00PM PST. 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, ***** Senior Customer Support Specialist

1/11/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: False charges and deceptive practices! On 10/29 I contacted by email a person from Just Answer. He offered me nothing of importance in that brief time. Then I spoke on the phone to someone who resolved my problem. I told them I would gladly pay for the phone time but not for the 2 second email exchange for $33.00. They charged me anyway. After I saw my statement, I called them and they claimed to rectify. Well I got my next statement and not only did they not rectify-THEY CHARGED ME $48.00 for a MEMBERSHIP!!

Desired Settlement: Used their service briefly -was charged a large amount for a brief email correspondence which solved NOTHING. I told them I would gladly pay for the phone contact. They charged me anyways. I called and they claimed to rectify. Now I just opened my new bank statement-nothing rectified BUT an additional charge of $48.00 for a membership fee THAT I NEVER SIGNED UP FOR !!!!! I am college educated and lucid, I would know if I signed up for anything. PURE SCAM...

Business Response: Initial Business Response /* (1000, 5, 2015/12/20) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau 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 answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33. When an Expert responds the conversation is on the question page in a chat-like format. Customers can also be offered 'additional services' such as a phone call, Skype call, remote-in desktop and more. These are additional services and costs above the initial question cost, but they are optional. I see that you accepted a phone call for $18. Your refund for the initial question cost was refunded on 12/9/2015. 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 30 days. Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. 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. I see that the membership charge was refunded on 12/14/2015. 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. Moving forward there won't be any additional charges on your account. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (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 ever. The 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 /* (4000, 9, 2016/01/05) */ Hello, Thank you for your response. The chat format is meant to be a back and forth question/answer response. Many times the Experts will ask additional questions before providing a final answer, especially since they cannot be there in person to diagnose the issue. I'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-in. We 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 membership. We'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 effect. Again, I apologize for any confusion this has caused. For your trouble, I'd like to offer you a free question on our site. If 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 satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist Final Consumer Response /* (2000, 11, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/8/2016 Advertising/Sales Issues
1/4/2016 Advertising/Sales Issues
12/22/2015 Billing/Collection Issues
12/18/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Credit card billed w/o my authorization. I paid for the first question and was told that for one month I could continue to ask questions w/o charge. I asked the second question, and a charge of an additional $28.00 appeared on my credit card statement. This is not fair.

Desired Settlement: I would like a credit of the $28.00 on my credit card. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. When you signed up for your free 7 day trial, you were able to post unlimited questions for 7 days at no additional cost. At the end of the 7 days, the membership charges automatically for the firs month's membership which accounts for the $28 charge. You were not charged for the additional question/s you posted. I see that you've been in contact with our customer service department after you made this complaint. I can confirm that your membership was turned off. You may still post questions at no additional cost until the end of your billing cycle on 12/20/2015. If you still want me to refund the $28 charge, I can do that, however your membership benefits would end at the point of refund. If you still want the $28 refunded, please send me an email at *****@justanswer.com along with the email address on your JustAnswer account and I will process it for you. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ I contacted ***** and he said he would refund the $28.00 but so far I have not seen it. I will advise when it is received.

11/30/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: JustAnswer billed me twice for $37. I never used JustAnswer's services nor gave them my credit card information. Want a refund and my info wiped I don't know how JustAnswer got my bank account information; however they billed me twice for $37 and took the money directly from my account. TD Bank refuses to accept these are fraudulent charges. They are! I tried to call JustAnswer, but get caught in a telephone tree that is circular. I want to be sure I'm not charged again and want my $37 refunded. ***** *******

Desired Settlement: Want a refund of $37 and assurances that my bank account information is wiped from their system.

Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for any problems or confusion you have experienced with our site. After checking your account, I can see that you posted a question on 9/1/2015 about your laptop/skullycandy and how to adjust the display size. Since you did not complete your question with your Expert and do not remember posting it, I've gone ahead and processed a refund of the deposit. You should see the funds back in your account within 3-5 days, maybe sooner depending on your credit processor. 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, ***** Senior Customer Support Specialist

11/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Company said to respond to emergency Veterinarian questions and required money up front for the service, but has not responded by email or phone. At approx. 2400hrs on the evening of 23Sept2015, I contacted just answer.com by online asking for help with a dog emergency. The site was discovered while researching treatment for a dog poisoned by mouse poisoning. A pop up screen indicated that this company had a veterinarian standing by to answer my question. Due to the dire nature of the situation, I proceeded. The site asked for money and alluded to service being provided in minutes. This never occurred. I attempted to have the company call me as per their customer service website, and there was no response. I attempted to contact them as per their protocol twice more without response from them. At 1015am I received a response from their customer service indicating that they would be contacting me shortly. As of 1211hrs this has not occurred. I am concerned this is a scam website and they have my credit card information. I have never received any response from them other than this afore mentioned email. The company guarantees prompt service or money back. I can't get anyone to respond and not by phone either.

Desired Settlement: I would like to have an explanation from this company about their practices and most importantly warn others that this site practices false advertising.

Business Response: Initial Business Response /* (1000, 6, 2015/09/28) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Most questions are answered in a timely manner, but response can be affected by certain factors including time of day posted, amount of Experts available in the category and Experts familiar with the issue. Our goal is to answer every question within minutes but it looks like we were unable to do that for you, again, I'm very sorry this happened. After checking your account, I can see that your question has been closed and your deposit has been refunded. I hope that your dog is doing well and 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue was not the money. It is the fact that they project themselves through their advertising as though they have someone standing by to answer questions. This is not the case and this should be stated prior to initiating service. The fact that a pop up screen projects this followed by the statement that someone will respond shortly is absolutely wrong. There should be a statement indicating that certain hours do not allow for that type of response. That would keep someone from waiting for long periods at that time of the night!!

10/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was unable to submit a question until I agreed to a "membership" with a "free trial", which I did not want. I had one legal question. I had no desire to use their services ever again. I told them what I agreed to pay and entered my credit card information. However, I was unable to submit my question until I clicked a box that said "free trial". I didn't want this, but thought I could cancel later. The "trial" period was one week. I didn't know until after they had debited my account that I had joined something I didn't want. I feel their business practices are deceptive and designed to confuse people into giving them more money than they agreed to.

Desired Settlement: I think they should refund the money they debited for a membership. I have cancelled my "membership because I never wanted it in the first place, but I feel like they tricked me into joining and should pay me back.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Regarding our membership plan, it's completely opt in and it is not mandatory to sign up to ask a question. It's possible you may have experienced a site glitch or the browser or device you used may have caused the pop-up to overlap when you posted your question. 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 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was the outcome I wanted.

10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was having a problem with an older VHS recorder. I went online to the manufacturer's sight. A pop-up advertised a "quick" response to the question I had. The organization's name is Just Answer and indicated they had a variety of experts standing by.As I was viewing their website and answering their questions, they said there would be a $5 deposit to get started which I agreed to. They further stated that once my problem was solved to my satisfaction, there would be an additional charge of $23. At the time, I thought their charge was within reason, so I proceeded with great detail about my problem. That began a series of e-mails back and forth between ****, the electronic engineer, and myself. I was unable to understand much of what he said because of the terminology he used. Finally, I talked to a friend who gave me good direction. I was then able to correct the problem myself. In the meantime, **** continued to send suggestions and request an evaluation of his service. I wrote to him one last time and said he had not helped me, a friend did, and I would pay the $5, but NOT the $23.When my credit card bill came, not only did they charge me the deposit fee, but also the $23. My issue is that they charged BOTH on the day I originally contacted them before any "service" had been given. In my estimation, that is fraud. They said they would not charge the $23 until I was satisfied with their service. I notified my bank that I wanted to contest the charge and explained the situation. I also sent an e-mail to JustAnswer.com and told them how disappointed and angry I am with the way I was treated. I accused them of fraudulent advertising and asked them to credit my account. I have yet to hear from them which is why I am filing this complaint. Thank you for any help you can provide.

Desired Settlement: DesiredSettlementID: Billing Adjustment My credit card should be reimbursed the $23 charged.

Business Response: Initial Business Response /* (1000, 5, 2015/10/18) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the confusion you have experienced with our site. Unfortunately after checking our files, we do not have any correspondence from the email address you provided here. If we had received an email request for a refund it would have been handled promptly per our 100% customer guarantee promise. Regarding the deposit, please let me explain how our deposit system works. When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $28 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $23. The funds are not transferred to the Expert until you rate them satisfactorily, until then, the funds remain in your JustAnswer account to be used for another question or processed as a refund upon request within 30 days. 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. Regarding your Expert, sometimes when it comes to fixing items, they may think that you have more experience or knowledge than you do. It's perfectly fine to tell them you're not clear on their information or instructions and ask them to repeat it in a way that makes sense to you. I'm sorry your Expert did not do that from the start. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I checked my credit card account by phone just now and was told that two different deposits had been made; one for $23 and one for $5 (the deposit). Although I agreed to the $5 deposit and was only wanting the $23 that had been charged at the same time, I am satisfied with this outcome. I do want to correct two things in the Just Answer response. The first is I was never given a choice about the cost of this service. I was told there would be a $5 deposit to get started, and if and when I was satisfied with the answer, I would be charged the remaining $23. Since I never received a viable answer, and did not rate their service representative, I never expected to be charged the remaining $23. Secondly, I did communicate by email my dissatisfaction with their service contrary to the comment that they did not receive any notice from me. I also told them I viewed as fraud their charges for both deposit and balance at the same time. I asked for the $23 to be retuned to me, and I was well within the 30 day period. It wasn't until I filed a complaint with BBB that I was able to get satisfactory results. Thank you so much for your help. ***** A *******

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This business took advantage of my husband. He wanted to know how to get a password *** his Amazon TV. They took the money without proper direction. On Oct 8th 2015,the company took increments of money out our bank acct.; $5.00, $39.00 and $25.00. acct#XXXXXXXX order #XXXXXXXX-XXX for services not rendered and not needed.They could easily informed my husband that what he had wasn't part of what they do and the info could be found elsewhere. Instead, took the money for something we could not use or even need for the Amazon Fire TV. They could of told him right away the info they provided was for a kindle not the TV. I found this out on Friday evening Oct 9th when checking on my bank online and asked my husband what exactly these purchases were for. I told him the info he was seeking could be found online thru Amazon and the password * had if he had only asked me. I was disappointed with this company for not informing asap. The info they emailed to my email address looked like nonsense and could't actually click on the button to see what brilliant info they had supposedly supplied for his question on the password. There is no phone number supplied on their website to call and complain to or I would of done that first.

Desired Settlement: I would appreciate total honesty from a company that claims to help resolve problems. I would also appreciate a company that would not dupe people out of their money without providing them with an actual service. I really hope that they would actually send a proper email with a format that can be read and an actual button that one could click to see the info that they supposedly supplied. To contact them would probably mean another charge to my account, no thank you. They already took $69.00 total for nothing.

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you or your husband may have experienced with our site. When answering questions on JustAnswer, Experts only know the info they are supplied from the customer. We have many customers who have various issues with their Kindle products and we are always willing and able to help. Yes, we are a paid site and this is made clear at the onset of posting a question when customers are asked to choose a price for their answer. We have no way of knowing that you could have given him the password, the Expert helped on the page as he would any other customer. With that being said, I've processed a refund of all of the charges. The funds should return to your account within 3-5 days, maybe sooner depending on your bank's policies. If you ever need to contact our customer support (at no additional charge), you can email us at *******@justanswer.com or call us at***************. Again, I apologize for any inconvenience or confusion. We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are always entitled to a full refund. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Somehow they get their brozzer in a computer and it is very hard or impossible to get them out. I'm sure you have heard about there people before I don't know how they get into my system... Can you just tell me how to get them off and out of here.

Desired Settlement: Please just go away.

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I checked the email you provided and I see that you last used that account in 2012. 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 you. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist

10/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had Windows 10 installed online and my computer is blocked because it won't accept my password.I want the password ****** removed or remove Wind 10. I don't want any money, I just want the password ****** removed or Windows 10 removed from the system. I just want the use of my computer back.I have had no luck with contacting Microsoft.

Desired Settlement: I just want to be able to use my computer.

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with your computer. Can you tell me, did you ask a Microsoft question on JustAnswer? I used the email you provided and found an account from 2012, with no recent questions or deposits on it. If you recently asked and paid for a question on JustAnswer, please reach out to me at *****@justanswer.com and I will assist in locating the account and addressing any other issues you might have. I look forward to hearing back from you. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist

10/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They signed me up for an automatic recurring membership. I paid $60 to have a question answered and had no idea that a monthly charge was added I am a CPA and read things closely. These guys are scammers. They don't make it clear nor easy to understand on the web site that this automatic charge will hit. I should be able to opt out immediately, not have to dig through layers of account links to cancel.

Desired Settlement: REfund the automatic charges they hit to my credit card - $88-132, depending on how many months they charged me.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Regarding our membership plan, it's completely opt in and we cannot sign customers up for this feature. To opt in and/or out off the membership feature, just log into your account and you can toggle the membership on or off under your account settings. 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 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, ***** Senior Customer Support Specialist

10/5/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Billed for services not received. I used JustAnswer.com services on 8/25. According to their web site, I'm not charged till question is answered to my satisfaction. I got billed 3 times: $24, $20, and $5 on 8/25 - before my question got answered. On 9/2, my question was answered successfully and I agreed to pay $24 for the service. However, my credit card statement shows additional charges for $20 and $5. The $20 charge, when reviewing their web site, looks like I got billed for an offered answer I did not accept. The $5 charge I do not know where it came from. I went JustAnswer.com web site to try to resolve the problem. The link to request a refund does not work. The link to contact customer service just takes me to the page with the link to ask for a refund. Payment method was with Discover credit card.

Desired Settlement: I would like a refund of $25.

Business Response: Initial Business Response /* (1000, 5, 2015/09/13) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems 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 the price they are willing to pay for a satisfactory answer. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. The funds remain in your JustAnswer account until you are satisfied with your Expert's answer/s and you rate them. At that point the funds are transferred to the Expert. 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 checked for an account using the email address you provided above, however, the account associated with that email address hasn't had any questions or deposits on it since 2012. Please reach out to me at *****@justanswer.com and provide me with another email address you might have used? If you didn't use another email address, send me the first six (6) and last four (4) of the card that was charged (not the whole card number) and I can have our billing department look it up. 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. I look forward to hearing back from you. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Emailed account to look under - awaiting refunds. See account *********@hotamil.com So, according to your response - I did not accept a response NOR rated that response - yet you haven't refunded the money. Also, now that I know you charge up front - I will NOT use your services again. You did not do that on my previous time using your service. Final Business Response /* (4000, 9, 2015/09/30) */ Hello, Thank you for your response and I apologize for any confusion. When you asked your question, you chose $24 as the price you were willing to pay for a helpful answer. When you post the question, an initial $5 (of the $24) is made, this was at 8/25/2015 12:27:49 AM. When an Expert responds, the balance (in your case the balance of the deposit was $19) is made into your JustAnswer account. The funds are not transferred to the Expert until you are satisfied with your answer and rate them. The additional deposit was made after you posted a second duplicate question and another Expert answered. That question was closed and your $20 deposit was refunded on 9/20. If you are not seeing the refund in your account, please email me directly at *****@justanswer.com and I will email you back with an authorization number for 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, ***** Senior Customer Support Specialist Final Consumer Response /* (2000, 11, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got my refund - but the statements made by Just Answer are wrong. I didn't post a second question - I got a 2nd off for an answer. What if I got 10 proposed answers - would I have been charged $200? The business idea is good - I have used the service twice for car questions and got good responses both times, but the financial end is a bunch of brainless manager-types who just want the cash - and do shady practices to try to get more of your cash. I will probably use the service again - cause I do get answers - but I will monitor every transaction and more than likely be posting again on the BBB website.

10/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: www.justanswers.com keeps e-mailing me. I want the e-mails to stop. www.justanswers.com keeps e-mailing me. When I click on the "unsubscribe" link I am repeatedly taken to a page which does not allow me to unsubscribe. It is a page for more solicitation of business. I cannot unsubscribe, as I have often done on web sites over the years. I want the e-mails to stop.

Desired Settlement: That the business terminate all e-mail transmissions to my e-mail account.

Business Response: Initial Business Response /* (1000, 5, 2015/09/13) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I've turned off the notifications on your account, moving forward you should not receive further emails. Should you post a question in the future and need to receive notifications about your question, let us know and we can opt you back in. 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, ***** Senior Customer Support Specialist

10/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The business has a dishonest refund policy. They force the customer into a lengthy process in order to obtain refund. I purchased their service on September 5, 2015, which touts an easy 100% money back guarantee in the first 30 days. My order number ID was XXXXXXXX-XXX. I decided to no longer use their service before the service was delivered and they made it difficult to find information on how to cancel the service. The answer was not easily found on their website. After I canceled the service, I tried to initiate a refund. The directions they give are simple, but the only link they provide on the website to initiate a refund does not work. It's an empty link that goes to no where. They force you to call or email them in order to get a refund when they say that you can easily do it online.

Desired Settlement: They need to put a real link on their website for people to process refunds. They cannot simply claim to have one and have a broken link in place, hoping that fewer people will contact them directly to initiate the refund. It's dishonest.

Business Response: Initial Business Response /* (1000, 5, 2015/09/13) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I am sorry for the problems you have experienced with our site. While occasionally we may experience a site bug where a link will not work, it is always our intention for all links and aspects of our site to work the way that they should. If you can remember what page you were on when you requested a refund and the link did not work, please send me an email at *****@justanswer.com so that I can have our techs look into the issue further. Meanwhile, I have checked your question page and can confirm that your refund has been processed. 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, ***** Senior Customer Support Specialist

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They mislead me and would not allow me back on the website to cancel my membership. I signed on to ask a question under a free trial on 8/21/15. I tried to sign on the website on 8/26 and 8/27 and it did not recognize my password ** I requested they send an email to reset my password. I requested this again on 8/28. They never sent an email and now have charged my account for $41, $5, and $56. I cancelled the membership via chat today.

Desired Settlement: I would like my money refunded.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems 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 the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $46 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $41. Additionally, 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. Regarding the free trial, I'm sorry for any confusion but an initial question with a good faith deposit is required before a customer can sign up to our unlimited subscription. The membership offer is presented to you after you've posted your first question on the site. 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, ***** Senior Customer Support Specialist

9/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Did not received any answer to my skin problem so I request a refund and I did not received any acknowledgment of receipt of my request. On September 13th 2015 I posted my skin problem on Justanswer.com.I was charged $40.00 to get an answer to my issue.Dr. ****** responded that he wants some pictures of my rashes so I sent 3 photos the same day. On September 14th I received a message from this doctor that in order for him to help me better that I should call him and pay another $45.00. I emailed him back that I want a refund because I am not willing to spend another amount of money for a phone call that doesn't guarantee me that I will actually get an answer. I didn't get response so I went to their website and request a refund but days later I didn't received anything that would tell me that they even get my request. All I want is my hard-earned money back. My order# is XXXXXXXX-XXX

Desired Settlement: just give me back my $40.00

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. After checking your question page, I see that your Expert was waiting for pictures from you. However, we have not received any pictures or other emails from you. I was also unable to find the phone offer that you say the Expert made to you, if possible, can you forward me the email you received from the Expert to *****@justanswer.com. Meanwhile, I've gone ahead and processed a refund of your deposits. You should see the funds back in your account within 3-4 days, maybe sooner, depending on your bank. I'm sorry our service did not work out for you. Remember, we have a 100% customer satisfaction policy, if you do not get an answer or if you do not get a satisfactory answer, you are entitled to a full refund. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/22/2015 Problems with Product/Service
9/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: the company " just answer" advertises 100% satisfaction or you don't pay after the initial $5.00-they took 18.00 and didn't answer ANY question when I approved the payment based off the website guarantee I at least expected them to acknowledge my question-they did NOT. yet the quickly withdrew the initial 5 usd and within 10 minutes had removed the remaining 13 usd. again, not responding to my question at all. when you try to contact them, get an answer or file a complaint the message pops up that the page is not available.

Desired Settlement: if they can answer my question skillfully that would suffice- but after reading the 1 complaint that would populate I find that I am not the only one who has been ripped off.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Please let me explain how our deposit system works. I assure you, you haven't been ripped off. When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answer. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. 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 am unable to locate an account using the email address you provided here. Please reach out to me personally at *****@justanswer.com and I can assist further or you can give us a call at 1.************ Available 6am to 9pm PST. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response to my concerns. I think that it would behoove you to perhaps be more descript about your "course of response". Since I had been able initially to see the posted complaints from others, after there had been an obvious delay in your response, I had to go into "protection" mode in assuming I was just another inquiry. However, I have since been able to view your response under another browser. Although the answer basically recanted what I had already stated, it still was an answer. This being said- let's just part ways and say that I have learned a lesson.

9/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Libel One of your so-called experts, ********** (http://www.justanswer.com/general/expert-********), refers to our company, American Research Bureau, as a scam in the following thread -- http://www.justanswer.com/*********************************************************************

Desired Settlement: Please remove any reference to American Research Bureau included on this thread immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. JustAnswer is a public forum, therefore questions, answers, and other posts on JustAnswer are not private or confidential. After checking the link you've provided, I can see that your information has already been removed from the question page. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/10/2015 Billing/Collection Issues
9/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged $38.00 for a question I asked before I received an answer. I would like my $38.00 returned to me please. On August 14,2015 I asked a question on justanswer.com about a repair I was doing on a car. The web site clearly states that I would be charged $38.00 if I was satisfied with the answer I get. No problem I was willing to do so. I actually figured it out on my own due to the slow response of justanswer.com. I understand it might take awhile for an answer which the web site states. I was charged the $38.00 before I had gotten an answer. I sent an email the night of Aug.XX XXXX asking for my money back then shortly after I had received an answer which said they needed more info about my issue. Well I figured it out already and no longer needed their help. I would like to get a refund in a timly matter that is all I want. I do not want to give a bad review, I have had great results before with them and did not have this issue. Please help get my hard earned money returned to me. Like I said I was more then willing to pay for the help if I would have gotten any help.

Desired Settlement: $38.00 refund from justanswer.com is all I want

Business Response: Initial Business Response /* (1000, 5, 2015/08/23) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the 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 the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33. 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 see that your refund has already been processed on 8/18. I hope that all of your concerns have been resolved. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist

9/7/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Credit Card being charged for membership with no agreement to ongoing charges My senior citizen mother was referred to this organisaton via the Cannon customer support internet site, which provided the phone number of this organisation for customer support assistance with her printer. She was advised over the telephone that she needed to pay a one off charge for the customer support assistance, before any advice would be provided. She verbally provided her (and my) credit card details over the telephone. She was asked for an email address and phone number (no billing address details were requested or provided). The advice provides was unsatisfactory, and this organisation has signed my mother up without written or verbal consent to an ongoing monthly membership. I have not been able to find any details of the "membership" in my mother's correspondence with company to date.

Desired Settlement: I am seeking a refund of the initial charges as the company did not resolve the issue. I am also seeking refund of all ongoing membership charges to date, and cessation of any future charges as well as termination of the membership. I would also like assurance that all of my and my mothers personal data is removed from this organisations databases and other related information stores.

Business Response: Initial Business Response /* (1000, 5, 2015/08/02) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I would like to resolve all of the issues you've mentioned, but I am unable to locate an account using the email address you've provided here. Please email me at *****@justanswer.com and we can work on locating the account and addressing your concerns. I look forward to hearing back from you. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see the response sent to the business. I have redacted the email address from this note because this is a publicly available response: Hi, I have been combing through my parents' email accounts to try and find any mail from your company to identify which account you used to set up a "membership". I use the term membership loosely as to their knowledge my parents did not sign up for a "membership". The "membership" is associated with the email address ****@xxxx.xxx. I have managed to access the account associated with the "membership", via one of the emails you sent, and cancel it. You will note that a password *** never set up for the account, as I was able to log in and cancel it without a password. I have re-read the emails that you sent to my parents account - all of which ended up in spam - and I am appalled that you sent seven emails in the first hour. Hiding in this flood of messages is one that hints at an ongoing charge with the subject "Your free trial starts now!". This is predatory and unconscionable behavior, relying on people being so sick of your messages that the skip reading the "important" ones and not knowing what you've signed them up for over the telephone. Please reverse all charges associated with this "membership" as it was not entered into knowingly or with full disclosure from your company over the telephone as to the nature of the "membership". Consent was given for a single payment for a single act of assistance. However, the assistance provided was of absolutely no use what so ever, so please refund that charge too. Regards, ********* Final Business Response /* (4000, 10, 2015/08/23) */ Hello, Thank you for your response. I received your response via email and I've taken care of all of your concerns. I sent you an email with all of the information on Wed 8/19/15. 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, ***** Senior Customer Support Specialist

9/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Promised reply to an antique question was never received. Order number is XXXXXXXX-XXX. I submitted a question regarding an antique lamp. An agent named***** replied within a reasonable time. She requested some photos, which I provided. She asked for some more, specific photos of the lamp,which I also provided. She replied on August 17, "...Please allow me some time to look these over for you." After a few days I sent her an email inquiring about her progress. No reply. I then sent two inquiries that were followed up with identical stock answers that said an expert would respond. The last response was received August 23. I have paid,via PayPal, $42.

Desired Settlement: I just want the follow up answer **** stated she would provide.

Business Response: Initial Business Response /* (1000, 5, 2015/08/30) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. It's very unusual to have an Expert just not respond back to a customer. I checked on your question and your Expert and it seems like the Expert has not logged in for over a week. This usually means that the Expert is ill or has some other type of family emergency. I 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 responds. If 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 satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) A JustAnswer expert named ***** responded and provided a professional, thorough, and timely response to my original question. While I was dissatisfied with JustAnswer's initial process with Nora, I gave ***** high marks.

8/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Bait and Switch, clearly illegal I needed urgent veterinary assistance on a Sunday evening for my extremely ill pet, with no 24-hour animal hospitals in the area, this company said pay a one-time fee of $36 and you will be connected with a licensed veterinarian who will help you. I paid the fee, the company charged my card, but instead of being connected with a licensed veterinarian, I was directed to a page that said the following "you must commit to a one-year membership at $65.00 per month, $46.00 per month, or $36.00 per month before we can connect you to a licensed veterinarian". This is clearly a 'bait and switch' Ponzi operation and highly illegal, because they are promising something, and after you give them money they do not provide any services UNLESS you pay them a great deal more money. JustAnswer is consistently claiming an A+ rating from your organization, which must be worthless if you extend it to an organization like this. After I called their customer service I was kept on hold for over 40 minutes, and told I cold not obtain a refund, even though I was never connected with a licensed veterinarian, as they promised to do. WHAT A WASTE OF TWO HOURS!!!!

Desired Settlement: Rescind their A+ rating, warn consumers to avoid this company, have their business shut down by the proper authorities.

Business Response: Initial Business Response /* (1000, 5, 2015/08/06) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau 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 time. Response 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-in. Customers choose whether they want the membership and are never required to join. The verbiage you provided about committing to a membership before getting an answer did not come from our site. We have no option where the customer must join a membership before getting an answer. Customers 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 policy. If you do not get an answer, or you do not get a satisfactory answer, you are entitled to a full refund. If a customer asks for a refund, it is provided immediately. I was able to listen to your customer service call. The call lasted a little over 9 minutes and as soon as the Expert was able to locate your account, he processed a refund of your deposit. He also let you know that although your deposit was made and your question was posted, you were not signed up to a membership plan. I 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 satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (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 card. My bank statement WILL VERIFY that a membership charge was applied, and I testify that it WAS AGAINST my wishes; however, ***** 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 options. In addition, *****'s statements regarding the "Expert" are also false, as the call lasted almost 20 minutes and the customer service representative was a woman, not a man. I believe ***** is attempting to deceive the BBB by making false statements. Final Business Response /* (4000, 9, 2015/08/17) */ Hello, Thank you for your response. My original response has not changed and I have no additional information to add. Best regards, ***** Senior Customer Support Specialist

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: they never gave me an answer to my question i ask for an answer and never got one on are about 7/29/2015

Desired Settlement: like to cancel and not be charge for anything from this company ever again

Business Response: Initial Business Response /* (1000, 5, 2015/08/12) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau 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 problem. After checking your account, I can see that you did get an answer from an Expert a few hours after you posted. That is not our normal 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 deposits. You should see the funds back in your account within 3-5 days, maybe sooner depending on your bank's policies. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They charged me $17 and gave me no answer for my sick cat. I asked Just Answer today, 08/01/15 about my cat that has been coughing what it might be. They said I would hear back in 10 minutes to 1 day. It has nor been one day, but looking at my BOA act I saw they charged me $17 but on my email act they left no message. I want money back. I have no account # but it just says Just Answer and $17. What to do?

Desired Settlement: I am seeking my money back. $17.

Business Response: Initial Business Response /* (1000, 5, 2015/08/06) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry to hear about the coughing with your cat and for the problems you have experienced with our site. After checking your account and question page, I can see that your question was responded to within 20 minutes of posting. When a customer posts their question an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made and an email is sent to the customer letting them know that they have a response on the page. It sounds like our email may have went to your spam folder. Per your request, I've gone ahead and closed your question and processed a refund of your deposit. You should see the funds back in your account within 3-4 business 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The way the response to charge $17 was worded was going to continue to cost me $ at which point I could and have seen a vet because of the issue. Thanks BBB for handling this! :)

8/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was mislead to believe that after I paid five dollars, I would not be charged further if not completely satisfied. On 30 July 2015 I contacted Just Answer online to ask a question about my television. I was told that I would be connected with a technician for five dollars and that if I was not completely satisfied with their service they would refund my money. I was far from satisfied and requested a refund. Instead of a refund, they. Hanged me an additional $35.

Desired Settlement: I would like a Refund of the original five dollars which I have already requested from them citing their promise to refund charges if not satisfied. I further request the refund of the $35 They charged for services they say they provided after I had already requested a refund of five dollars because I was so irate about their misleading practices.

Business Response: Initial Business Response /* (1000, 5, 2015/08/04) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems 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 the price they are willing to pay for a satisfactory answer. After checking your account, I can see that you chose $38 as the total cost for your question. Once the question is posted, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $33. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company is processing a refund of deposits.

8/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Did not answer question but immediately billed credit card for $5.00 and $33.00 for total of $38.00. I purchased a new router and had a question as to how to install it. When I went to the Linksys website for help, Just Answer immediately popped up. The representative asked for a password ***** I could not provide and the conversation ended without an answer. On July 10, 2015 my American Express card was charged $5.00 and $33.00 for a total of $38.00 for services which I never received. I am requesting a refund for these unauthorized charges and want any account with Just Answer closed immediately. I will not recommend this site to anyone as I feel it is a scam. I look forward to a resolution to this matter as soon as possible.

Desired Settlement: I am requesting a full refund of $38.00 ($5.00 and $33.00) immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site and that you did not get a satisfactory answer. Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answer. When the question is first posted and additional $5 of the question total is made and then when an Expert responds, the balance of the deposit is made. The deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with you. If you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction policy. I am unable to find an account with the email address you provided. Please reach out to me at *****@justanswer.com so that we can go through the process of finding the account and refunding the charges. I look forward to resolving your concerns to your satisfaction. I look forward to hearing back from you. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a few issues locating my account, Just Answer did issue a refund of $38.00 to my credit card. At this point, I am completely satisfied with their response. I would not recommend them to anyone in the future. Thank you.

8/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Help with i pad....issue NOT RESOLVED but charged £26 and £27.86 6/22/15 via *******. Ref MTXXXXXXXXXXXXXXX. I Pad locked and inspire of advice the expert was unable to to successfully resolve issue

Desired Settlement: I should not have been charged as I went ahead on the understanding of a 100% g'tee of resolution or no payment

Business Response: Initial Business Response /* (1000, 5, 2015/07/19) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site and that you did not get a satisfactory answer. Regarding our payment system, when a customer posts a question, they choose the price they are willing to pay for a satisfactory answer. When the question is first posted and additional $5 of the question total is made and then when an Expert responds, the balance of the deposit is made. The deposit remains in your JustAnswer account until you rate the Expert at which time it is transferred to the Expert for their time with you. If you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction policy. Since you expressed that the answer did not resolve your problem, I've gone ahead and processed a refund of your deposits. They should show back in your account within 3-5 business day, 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */ Complaint resolved and just answer have returned money Thank you **** ****

7/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On June 25th I got on Just Answer website, asked a person which did not know what he was saying, he was not a lawyer. Order history View the status of your orders within the past 90 days. Questions DATE DESCRIPTION AMOUNT/STATUS 24-Jun-2015 Need A BANKURPTCY LAWYER ASAP, need to fire my... $36 / Paid How do I get a refund I ALSO PAID $5.00 TO start, that's $36.00 I want back. Plus the nonsense of $54.00 he was giving me I didn't get the answer I was looking for. When he said he didn't understand, he wanted to talk on the phone for $54.00. That's not going to happen. Went though this before with someone else. To me, it's a scam Besides, on their website they said that all you do is tap the request my refund and I will get a email .Never got a email, you can't even talk to them. They have no phone # or email on their website, so how can one get a hold of them. I look at it this way, they want my money right then and there so why if we cancel, we can't get our money back the same way. As I said I feel they are ripping people off

Desired Settlement: Just money back

Business Response: Initial Business Response /* (1000, 5, 2015/07/12) */ Hello, My name is ***** and I am with the customer care team at JustAnswer and I assure you, we are not a scam. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. All 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 $36. When a customer posts their question, they place a $5 deposit and when an Expert responds, the balance of the deposit is made. I can see that you emailed us about your Expert on June 26 and one of our agents answered and directed you back to your question page and also offered refund information. You called us on July 6 and we closed your question and processed a refund of your deposits. When we process a refund on JustAnswer, the refund is immediate, however depending on your bank or card issuer, it can take 3-5 days for it to show back in your account. 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 ***** to help. Best regards, ***** Senior Customer Support Specialist

7/27/2015 Advertising/Sales Issues
7/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was charged for a service I did not use. On June 17, 2015, I entered my credit card information on justanswer.com website to ask a question to a professional veterinarian about my sick dog. However last minute I exited from the site deciding not to ask any questions and get advice via online. I was still charged $23.00 plus an additional $5.00 reason being unknown to me. I have not contacted this company because I can not find any contact information. I need the money back because I did not receive a service. I hope you can help. Thank you. Sincerely, ****** *********

Desired Settlement: I would like to be refunded the full $28.00.

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I searched for an account using your email address, but the account on file has not had any activity since 2014. It's possible, if you did not log into your existing account, that you may have inadvertently created a guest account. Please email me at *****@justanswer.com with the first 6 digits and the last 4 digits of the card that was charged (NOT the whole card number). Once I have that information, I will have our billing department locate the account so that I can process a refund for you. For your privacy, please do not respond to me here, only on the email address I provided. I hope to resolve 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, ***** Senior Customer Support Specialist

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company offers expert answers to questions for a fee. I was billed although no one answered my question. I got a reply 2 days later, but no answer. On *** 31 I logged onto justanswer.com and posed a question about removing the cover to my Friedrich air conditioner. I was given an estimate of 8 minutes until an expert would reply. I agreed to pay a fee of $37 with a $5 deposit to be charged at the start and the balance to be billed only when I was satisfied with the answer. Over two days later I received an email from their expert ***** who responded that he was sorry it took so long to reply and wondered if I had resolved my problem. He had no answer at all. Their website page says you will only be billed if you are satisfied with the expert's answer, but I believe that this operation is a total scam and they bill people regardless. I have called them, complained, and received a refund. But I cannot get any explanation as to why I was billed even though I never received any answer. I've asked to speak to a manager, I am told no one is available but someone will call me back within an hour. Twice I have been told someone would call me back, but no one has. Please look into this scam.

Desired Settlement: I want a complaint to show up on their business listing that this is a scam.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau 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 scam. Our help page specifically states "When posting a question on JustAnswer, you select the price you are willing to pay for an answer. Once 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) $5 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 Expert. As 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 minutes. However 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 are. We strive to provide the best service possible and encourage Experts to be sure they can answer before responding. Most 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 satisfaction. Please let me know if there is anything else I *** assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation Specialist ***** gives completely sidesteps the issue I highlighted with my experience; that I was charged the balance of the payment when an Expert responded. ***** does not speak to the fact that in his response, this Expert did not answer my question at all. Yet JustAnswer charged me the full amount anyway. It clearly states on their website that you will only be charged the balance if you are satisfied with your answer. The language ***** 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 charged. I only got a refund because I called up and complained. The reason why I am going to the trouble of filing this complaint with the BBB 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 refund. I am not impressed by what I interpret as double talk from ***** the responding Senior Customer Support Specialist. Final Business Response /* (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 account. As I mentioned in my last response, the way JustAnswer works is that after the initial $5 is processed or paid into your JustAnswer account, the remaining deposit is paid when an Expert responds. I have attached a screenshot of our help menu where it clearly outlines this. There 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 30 days. We have always stood by that promise and our goal remains 100% customer satisfaction. I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I *** assist you with and I would be happy to help. Best regards, ***** Senior Customer Support Specialist

7/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company advertised online computer repair service. Credit card was required to proceed. They demand that I apply for a subscription. Unacceptable. Once they received my CC info, they demand a trial subscription... subscriptions were not mentioned prior to the Credit Card request. I have ONE issue I want top deal with. I am not interested in entering a forward looking financial relationship, so I did not continue the transaction. They now have my credit card info... and they have not provided any services.

Desired Settlement: conduct the one-time repair and charge me for that. DO NOT enter me in ANY forward looking Contract.... what so ever.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Regarding our membership plan, it is not a mandatory plan, it's completely optional. Customers have the choice to join the membership plan or continue on a question by question basis. After checking your account, I can see that you are not currently enrolled in any membership plan and you can ignore any offers for the membership moving forward. I checked your question page and I can see that you are currently working with an Expert. They are currently waiting for you to respond, so they can continue to help resolve your issue. 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, ***** Senior Customer Support Specialist

7/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Charged me, but I was unable to retrieve answer to my question after logging in.

Desired Settlement: DesiredSettlementID: Refund refund of $21 charge

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. After checking your question page, it shows that you viewed the answer on 6/24/2015 at 8:07 PM. However, sometimes customers experience issues viewing their answer if they don't remember their password. If you need a password ****** please let us know. If you have problems viewing your answer/s in the future, you can email us at ****@justanswer.com and we can assist with getting your answer to you, we can even send it to you by email. Additionally, I can see that your refund of $21 was processed in full on 6/24/2015. 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, ***** Senior Customer Support Specialist

7/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Been waiting over an hour after giving my bank account information for them to process my information and answer my quuestion about my dog's health. I visited JUST ANSWER.COM on Sat., 6/20/15 just before 11:00 P.M.and gave them my financial information which they said was needed for me to pay $5.00 in order for them to answer my question. I have nit heard from them except to "please wait while we process your transaction". Therefore I do not have an account No.or Order Number.Their Ad. indicate that an expert will answer questions immediately. This has not happened. I do not want them to take any funds from my Bank Account.I do not wish to do business with "JustAnswer"

Desired Settlement: I do not want JustAnswer to receive any funds from my Bank Account. I do not wish to do business with this company.Any information from them will not be trusted. If they have taken any money from my account, I want it refunded.

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. It sounds like you are unsure if any payment went through. When a customer chooses the price for their question, they place an initial $5 and the balance is processed when an Expert responds. Please check with your card or bank to see if the initial deposit went through. I did try to look up your account by your email address but was unable to find one. Please reach out to me personally at *****@justanswer.com and let me know if you see a charge and if so, we can go through the process of locating the account and I can process a refund for you. Again, I apologize for any inconvenience or confusion. 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, ***** Senior Customer Support Specialist

7/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Signed up for one month free trial, was not given any service. Cancelled before the month ended, was billed $20 a month for one year. Contact ignored. On 6/26/2014, made $20 deposit for one question answer - this is the service of company. Question asked was vaguely and unsatisfactorily answered by I. Silvia on the same day. Also on 6/26/2014 I requested a cancellation of the service. I received a automated response, stating that a customer service representative would contact me in "often just a few hours." The cancellation request was numbered as: #MQE-XXX-XXXXX. No response was ever received. Today, noticed that I was continuously billed once a month at a rate of $20 for a service I canceled. I requested another refund and cancellation of the service, no response has been received. The cancellation request is numbered: #PJX-XXX-XXXXX. There are emails to confirm these dates and attempts of contact.

Desired Settlement: I seek a full refund for these charges. I tried cancelling the membership on the same day of enrollment and informed the company that I was not allowing them access to my financial resources. They are essentially stealing from my bank account.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I am sorry that you did not get a satisfactory answer to your question and for the problems you have experienced with our site and membership program. After checking your account, I can see that our customer service team reached out to you to let you know that they refunded all of the subscription charges the same day you emailed us on June 8, 2015. Moving forward there will be no recurring charges as the membership has been turned off. Customers have the option of turning off the membership themselves at any time by logging into their account and editing their membership settings. Again, I apologize for any inconvenience this has caused you. 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, ***** Senior Customer Support Specialist

7/10/2015 Problems with Product/Service
7/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The site says that if I pay $28 I get one question answered free. Once you get started there is no way to go back and undo anything. I wanted only one question answered. I entered my credit card number and could not go forward without agreeing to a monthly service fee of anywhere between $28 and $58. There was no way to undo it or go backwards and they charged $5 and I never got an answer because I refused to go forward and get "1 free week" and then get billed. I had the same thing happen to me a few years ago. Guess I didn't learn my lesson. I want to ensure that my credit card does not get charged ANYTHING as I received no service. I also want assurances that my e-mail address will not be sold or given to any other company as I am completely dissatisfied with JustAnswers. This business practice should be illegal and there should be a method of not proceeding without agreeing to the terms and conditions but by that time, they have your credit card information and FORCE you to sign a monthly contract. It was never disclosed in ANY advertising or any place on their website.

Desired Settlement: If there are any charges to my VISA card, I want them reversed. I do not want ANY monthly fee or any fee at all for a service I did not agree to. I want my name, e-mail address and any other personal information removed from your system and assurances that this information will not be revealed to anyone or any company or entity.

Business Response: Initial Business Response /* (1000, 5, 2015/07/08) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems or confusion you have experienced with our site. When asking a question on JustAnswer, a customer chooses the price they are willing to pay for an answer. Once they choose the price and post their question, an initial $5 deposit is made and when an Expert responds, the balance of the deposit is made. If you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund per our 100% customer satisfaction guarantee. Regarding our membership program, it is now and has always been an opt-in program. We do not require customers to join the membership, it's completely their choice. If you do not want to opt-in to the membership, you can 'X' out of the offer, or simply ignore it. Only if you click to accept, will you be entered into the free trial. You have the option to opt-out before the end of the trial if you decide not to continue with a full membership. After checking your account, I can see that you were not entered into our membership plan even though your question was posted and your deposit was made. Additionally, I can see that per your request, your question was closed and your deposits were refunded on 7/8/2015. 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, ***** Senior Customer Support Specialist

7/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized charges added to debit card 7 days after original service. I contacted Just Answer with a single legal question. I received an answer and subsequently paid the agreed upon $36 (in two separate transactions, one for $5 and one for $31). A week later while checking my bank account statements, I see a charge from Just Answer for $552 on my account! This was not an authorized charge. Apparently they have a system that defaults the user to a yearly subscription without their authorization after they receive credit card information.

Desired Settlement: I think the business should be required to get authorization for all payments they deduct from someone's account.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problem you have experienced with the membership feature of our site. I assure you that our membership plan is not by default or automatic, a customer must click the free trial offer in order to gain access to the membership. It sounds like you may have inadvertently signed up for our 7-day free trial. At the end of the free trial, the first membership payment is processed. I checked your account and can confirm that a refund has been processed for the payment. Moving forward there will not be any recurring charges to your account. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I consider myself pretty computer literate having taught high school for many years as well as being a business owner. If your website is so confusing that I inadvertently signed up for a 7 day free trial that has an automatic post-trial sign-up with yearly fees, then maybe you need to distinguish a little better between that and a simple one time answer.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Omron Calibration check defective. It stops running at #12. I have complained four times to Omron and am told if I pay $30+ they'll give me an answer I have an **************************** that stops running after getting to #12. At times it gives me a pressure check such as 22/11. I was told I'd have to pay about $30 to get a response from Omron, even though the machine itself may be defective. Please help!!!

Desired Settlement: Exchange or refund.

Business Response: Initial Business Response /* (1000, 9, 2015/06/22) */ Contact Name and Title: ***** Contact Phone: ************** Contact Email: *****@justanswer.com Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for any problems you are experiencing with your Omron product. It sounds like you came to JustAnswer thinking that you were contacting Omron. I searched for an account that matches your email, but I didn't find one. If you have been charged by JustAnswer, please contact me directly at *****@justanswer.com, so I can assist with processing a refund. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 11, 2015/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would appreciate getting the appropriate email address to which I should send my complaint. Thanks very much. *** ***** ******@comcast.net XXX-XXX-XXXX

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Jun 09, 2015 Amount$552.00 this amount was charged to my account along with the 36.oo that was stated for a subscription. I had one question that was not answered fully. The stated amount was for 36.00 which was charged to my account. Today the amount of 552.00 was charged to my account for which I have no knowledge why they would do this. I have since cancelled my subscription and asked for a refund as my question was not fully answered. I also need the 552.00 removed from my account.

Desired Settlement: Jun 09, 2015 Amount$552.00 charged to my account with out my knowledge and agreement. This amount needs to be refunded. I also cancelled my subscription so the 36.oo they charged also needs to be refunded. No were on the website does it state the amount of 552.00 would be charged.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. The $36 charge was for the question that you posted. The free trial that you accepted was for a yearly membership and at the end of the trial the membership automatically processed the billing to avoid disruption in service. Additionally, I checked your account and can confirm that the charge was refunded and the membership has been turned off. Moving forward you will not see any recurring charges. 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, ***** Senior Customer Support Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/16/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Expert"Whrlp Master Tech" could not solve my question.Right off he knew what the problem was and it wasn't. I was charged $28.Emails aren't answered I paid the "Good Faith" charge of $5 and asked my question. Wrlp Master Tech stated my problem was a control board, which it wasn't. Then he started given me a run around Of "DO this" "Do that". Before I finished talking to him another $25(same day) was deducted from my account without ever getting an answer. I contacted justanswer by email on their site and got no reply, several times. Finally I stopped at at local repair shop and told them the same thing I told the Justanswer expert. They immediately knew what the problem was, a pressure switch. I replaced it and machine works perfect. Now I want a refund from Justanswer as I am very dissatisfied with their answer and would have spent hundreds of dallors listening to their expert. The part was $12 at my local repair shop and not $254. for a new control board as Justanswer Expert told me needed replaceing.

Desired Settlement: I want a refund of $28.00

Business Response: Initial Business Response /* (1000, 8, 2015/05/28) */ Contact Name and Title: ***** Contact Phone: 1************* Contact Email: *****@justanswer.com Hello *****, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. After checking your JustAnswer account, I can see that your $28 deposit was refunded per your request on 5/4/2015. If you would like a confirmation number that you can use to confirm the refund with your bank, please let me know. 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, ***** Customer Care Manager

6/9/2015 Delivery Issues | Read Complaint Details
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Complaint: The vendor has failed to deliver on a 30 day subscription to its service by arbitrarily and without notice suspending my account prior to expiration. JustAnswers.com fraudulently sold a subscription service for unlimited questions to its "Experts". Without providing notice, it suspended my account, preventing submission of questions. **** R. informed me by email that my account would be restored in approximately 11 days. JustAnswers charged my account for 39 USD which was for 30 days. I informed **** R. that he was engaged in fraud, to which I would add mail order fraud, interstate commerce fraud, and other criminal activity.

Desired Settlement: I seek a prorated refund of the 39 usd since the day my account was suspended, closure of my account, and termination of any further charges on my account.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ Hello ****, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I've checked your account and I see that your account has been closed and your $39 membership payment have been refunded per your request. The refund should already be back in your funding source as it was returned on 5/7/2015. 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, ***** Customer Care Manager

6/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company will not honor the refund. The website is circular. It promises to honor a refund under certain conditions, one of which, (I am persuaded), I meet. However, after finally getting to the refund link after several links to lead me there, it was a dead link, (page was blank). The website is predictably deceitful.

Desired Settlement: I want a full refund of $23.00 US dollars, and not one single more charge from my credit card account.

Business Response: Initial Business Response /* (1000, 5, 2015/06/03) */ Hello ****, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the technical problems you have experienced with our site. If you can email me directly (at *****@justanswer.com) with the email address associated with your account, I will make sure that your refund is processed. (Please do not post your email in a response here as it is a public forum) Our goal is always 100% customer satisfaction and we stand by that policy. I hope to resolve your concerns to your satisfaction. I look forward to hearing from you. Best regards, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) My acceptance of the response of the company is temporary and contingent upon receiving my full refund as promised.

6/9/2015 Delivery Issues | Read Complaint Details
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Complaint: Justanswer.com has exposed HIPAA protected information about me online and must remove it immediately. Justanswer.com must remove the entire************************************************************************************************************************************************************************************************************. The posting of this information is a violation of federal HIPAA law and might have cost me two federal jobs already, according to my sources.

Desired Settlement: I am asking for a refund and an apology, and although there is a disclaimer attached to justanswer.com's website, I had no idea that my name, private HIPAA information and intensely personal issues would be posted on a public forum for anyone to read if they merely google my name. Sources indicated to me that these online chats might have already cost me two federal jobs. The sources pointed out the chats to me, as I had no idea that the contents of what I thought were legally protected private conversations with an employment law lawyer, were actually online for anyone to read. Justanswer.com should apologize and refund my money. Such violations of HIPAA might be grounds for a lawsuit, which I will not file if I receive a refund and an apology.

Business Response: Initial Business Response /* (1000, 5, 2015/06/03) */ Hello ****, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. After checking you account, I can see that you've already spoken with one of our customer service representatives and thay have locked both of your questions for privacy. Moving forward, the pages will not be accessible by anyone. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted to correct a problem with TV they charged $28.00 but provided no answer they have 100% coustmer satisfaction or will profide a refund I asked to provide an answer to a problem with my TV I never received an answer but they charged $28.00on my credit card when I tried to contact them they wanted to apply $38.00 to my credit cerd they have no phone number listed so I cannot contact them to remove fhe charge when I tried to contact them by email ikeep getting no results

Desired Settlement: I am seeking a $28.00 refund

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. The account registered to your zoominternet.net email address has no recent questions or deposits on it. If you see a charge to your bank account, this means you have another account with us. Please send to me another email address that you may have registered. If you did not register another email address, please send the first six and last four digits of the card that was charged. I assure you that I will only use this information to locate the account and further assist you with your refund request. Since these complaints are public on the BBB website, please send this information to me directly at *****@justanswer.com I look forward to your reply. Best regards, ***** Customer Care Manager

5/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: An account with JustAnswer.com was fraudulently opened with my credit card and without my knowledge. I would like a refund. I discovered an account with JustAnswer.com was fraudulently opened with my credit card on February 26, 2015. I had never heard of JustAnswer.com and only learned about them by reading my statement and with confirmation from *******’s. That credit card account was immediately closed in February. JustAnswer.com charged me $46 each month from November 2014-February 2015. On February 26th I notified JustAnswer.com about the fraudulent account and a customer service woman named ***** said they would close the account and refund *******’s for the entire $215 by March 30, 2015. JustAnswer.com did not have any of my personal information, save my credit card number, because someone named “*****” opened the account to ask about her deceased spouse. My spouse is very much alive. On April 22, 2015 I learned from *******’s that the funds had not been refunded and that JustAnswer.com had in fact tried to charge the closed account four separate times in April under the titles “Membership” and “Lawyers”. I called JustAnswer.com on April 22nd and the customer service agent informed me that she could not authorize a refund unless I filled out paperwork, but that they would need an email address. I do not feel comfortable giving JustAnswer.com any more of my information. I was also not allowed to speak with a supervisor or their billing department. I hope that your organization can provide me with a means to safely communicate with JustAnswer.com. and receive a full refund. There are allegations of this happening to others on the “complaints” portion of JustAnswer.com’s website. I would like to be refunded, but I also urge someone to help JustAnswer.com understand they are part of a larger scam. It is incredible that a company could take a credit card number, but not require any other verifying information—like address or the correct name on the card. The account number I used were the last four digits of my card: ****. Thank you and please let me know if you need any other information from me. ***** **************** ADDITIONAL DETAILS: Case is being handled by another organization: *******'s

Desired Settlement: I am seeking a full refund of the $215 that was charged to my Barclay's credit card from a fraudulent account with JustAnswer.com. Thank you, ***** ****************

Business Response: Initial Business Response /* (1000, 5, 2015/05/05) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our customer care team and for any misinformation you may have received. I see that we processed a refund of one membership payment of $46 on 3/30/2015. A refund form is required for refund requests outside of our 30-day policy and though the form was not completed, to resolve this concern we processed three additional refunds of membership payments as well as the original question deposit on 4/27/2015. The total amount refunded is $220. Your account has been closed and your credit card has been deleted. Moving forward, you will not receive any charges from JustAnswer. 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, ***** Customer Care Manager

5/22/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I WOULD LIKE A FULL RFUND ON MY PURCHASE TO HAVE A QUESTION ANSWERED. I PAID VIA PAYPAL. I HAVE NOT RECIEVED A RESPONSE FOR AT LEATS 3 DAYS. I APPR I WOULD LIKE A FULL RFUND ON MY PURCHASE TO HAVE A QUESTION ANSWERED. I PAID VIA PAYPAL. I HAVE NOT RECIEVED A RESPONSE FOR AT LEATS 3 DAYS. I APPRECIATE YOUR CONSIDERATION FOR MY REQUEST. CHARGED $22.00 FOR A SERVICE NOT RECIEVED! APRIL 16, 2015 ADDITIONAL DETAILS: Case is being handled by another organization: JUSTANSER.COM AND PAYPAL.COM

Desired Settlement: I WANT A FULL REFUND OF $22.00, TO MY PAYPAL ACCOUNT THANK YOU!

Business Response: Initial Business Response /* (1000, 5, 2015/05/04) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Upon reviewing your account I see that an Expert responded to your question about 20 minutes after you posted it but it appears that you did not go back to your question page to view the answer. If you remained on our website after you posted your question, you should have seen an on-screen notification of the response. We sent an email notification to you, as well. I see that the $22 payment has been refunded. In the interest of maintaining goodwill, I have added a credit of $30 to your account that you may use to ask another question on the site. Since this is a promotional credit, it is not refundable but I hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Care Manager

5/21/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Was trying to get an appraisal from antique road show and this company pops up. Didn't know this company was not affiliated at all with A.r.s. However, immediately I asked for my money back and was completely ignored. I did not have a question.(WHICH I STATED)immediately and within 30 day time frame. I wanted an appraisal(from antique road show.)Having gotten my statement from my bank,no refund. Granted I am sure your company does good things for a lot of people that need answers, however I needed an appraisal not an answer to a question. And your expert was not required nor used. Was charged for a service I didn't want(from this company anyway)nor use.

Desired Settlement: DesiredSettlementID: Refund Return money to my account it was taken from.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the confusion you have experienced with our site. There are antique appraisers on our site who can help with appraisal questions which is probably why we came up during your search. I checked our records and we did not receive a refund request from you, however, per your complaint I have processed a refund of your $5 and $33 payments. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!

5/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Taking money from someone's account and not delivering what they asked for is completely wrong. Regardless of the amount, I want my money refunded. I was not able to view an answer at all, the only thing that happened was that it reopened the question. I wish to have my money refunded to my account in a timely fashion. A generic email will not suffice.

Desired Settlement: A refund of what was charged to my card.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. We're very sorry there was a problem with the question page you paid to unlock. We cannot guarantee the quality, applicability, or availability of answers posted by other customers. Your payment has been refunded, as requested. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: $5 deposit terms for service were misrepresented on their website. They charged $28 up front instead. I was totally dissatisfied with this service. $5 deposit terms for service were misrepresented on their website. They charged $28 up front instead. I was totally dissatisfied with this service. Their answer contained no new or additional info that I had not been aware of for the past 2.5 years. I am seeking a full $28 refund. I guarantee I will not visit this site again. In my humble opinion this business does not deserve the A+ rating so benevolently given by the BBB. Your BBB rating was the primary reason I chose to do business with this company, as I checked them out with you prior to completing my transaction with them.

Desired Settlement: Full $28 refund.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the confusion you have experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. I see that an Expert responded to your question the same day you posted it which is why you were charged the balance of the question price. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. Furthermore, the deposit is distributed to the Expert only after the customer gives their answer a positive rating. I have processed a full refund of your deposit for a total refund of $33. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */ The company in question, Just Answer.com, has resolved the complaint to my full and complete satisfaction by providing a full refund. Thank you BBB and Just Answer.com for conducting yourselves in a professional and up front businesslike manner by resolving the issue. Kind regards, **** ********

5/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Required a Credit Card to provide expert help, Help provided was very limited, Used Credit Card number for unauthorized Membership Monthly Fee of $43 Question was asked and Membership Charged as below: 14-Jul-14 JUSTANSWER *EXPERTS XXX-XXX-XX 5 21-Jul-14 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 21-Aug-14 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 22-Sep-14 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 21-Oct-14 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 21-Nov-14 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 22-Dec-14 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 21-Jan-15 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 23-Feb-15 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 23-Mar-15 JUSTANSWER *MEMBERSHP XXX-XXX-XX 43 Absolutely no authorization given for membership fee Sent the following email to Just Answer You have ripped me off for several months, I am reporting you to the Better Business Bureau in the morning I ask one pitiful poorly answered question and somehow have been charged some sort of bogus membership fee for months I believe the computer guy who cleaned up my machine wiped out all record of the original email as he thought it was a virus SHAME ON YOUR COMPANY

Desired Settlement: as above

Business Response: Initial Business Response /* (1000, 8, 2015/04/16) */ Hello, My name is ***** and I am with the customer care team at JA. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I assure you that we do not charge customers without their authorization. Upon reviewing your account, I see that 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. Your membership was cancelled on 4/1/2015 and, as a courtesy, we processed refunds of your payments for a total refund of CA$172. I assure you that you will not receive any further charges from us. Furthermore, I'm sorry that you did not receive a satisfactory answer to your question. When a customer doesn't receive a helpful answer we encourage them to respond to the Expert and tell them why the answer wasn't helpful. This will accomplish two things: 1) the Expert will work on a better answer, but if the answer is still not satisfactory, you can ask the Expert to opt out of the question and open it to other Experts and 2) other Experts will be aware that you are still waiting for a helpful answer and they may respond on the page. You always have the choice of which answer to give a positive rating to and if you do not get a satisfactory answer, you do not have to give a positive rating at all. I was unable to locate a computer question asked through our site. The last question posted was under the Agricultural and farm equipment category and was from 2014. If you have posted a recent question, then it means that you have another account. Kindly let me know further details about the question and/or what email address you may have registered when you posted it so that I can locate the account. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (3000, 10, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I submitted my complaint to the BBB I did call to ensure the account was cancelled and complain to the Just Answer Organization, As detailed above they did give me a partial refund - after what I consider to be the typical canned answers to the obvious scam they are running. I was actually quite surprised to see the refund appear on my Visa. The bottom line for me is the overall integrity of the organization that provides a service which is not effective but requires a ongoing , hidden membership fee without direct customer approval!!! I used the service once - the service was not satisfactory - I did not use it again. Bad on me for not checking my visa on a more regular basis, VERY bad on Just Answer for continuing to charge me after one use and one use only. Thx *** Final Business Response /* (4000, 12, 2015/05/04) */ Hello, Thank you for your reply. In regards to your comment about getting customer approval for enrollment to the membership, I assure you that the membership offer does clearly state that it is a monthly enrollment that comes with a free 7 day trial. Customers must agree to the offer to be signed up. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Care Manager Final Consumer Response /* (4200, 14, 2015/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my opinion it is not clear. Obviously the if it was clear I wouldn't be making this the issue I am I reported your company to the BBB because the scheme you have is taking advantage of people who are looking for an answer for a query and unwittingly sign up for a membership they don't want or need. Your company was paid for providing the answer - shame on you for charging for an obviously unused membership I hope is that as many people as possible who are duped by your small print report your practices and understand your business practices.

5/7/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I contacted Just Answer via the web for an appliance service issue. They did not answer my question but charged me $37 After agreeing to the $5 upfront service charge from Just Answer I was put on hold after explaining my appliance issue. Then I was told that the total charge would be $37, including the $5 upfront charge. After waiting more than 20 minutes I was bounced off line without hearing back from a technician. When I tried to go back through the web to engage the technician, I was told that another charge would be added. I never heard from a technician, I was charged via credit card for the service I never received, and was rebuffed in my efforts to reconnect with Just Answer or to call them.

Desired Settlement: I want my $ back as the service is too slow, the Just Answer software is awkward, and I do not feel comfortable trying to deal with them. I do not plan to use them again unless they get back with me with an apology and demonstrate better service.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ Hello, My name is ***** and I am with the customer care team at **. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site and that you didn't receive a response within your expected time frame. While we cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Also, please let me explain how our payment system works. When asking a question on our site, the customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price, in your case due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied. Upon reviewing your account, I see that the charge for the remaining question price failed which is why you were prompted for payment when you went back to the site to view the Expert's response. As requested, I have processed a refund of your $5 charge. 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. Because we are committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://my.justanswer.com/account/orderhistory Or, you can always contact our support team at *******@justanswer.com or toll free at (XXX) XXX-XXXX - we're available 24/7. Finally, please let me know if you still need assistance with your appliance question or if you have another question for an Expert on our site (we have hundreds of categories) and I will facilitate it for you for free. 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, ***** Customer Care Manager

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Went to site for help,after giving information, I was THEN told that I had to pay for the advise. Never mentioned before that. I have a very special cat that is in need of care, unfortunately I am in very dire financial straights and cannot rush him to a vet, which I would prefer to do. I went online and after searching his symptom I came across a seemingly genuinely caring "vet" that had given advise on similar health issues. A pop-up, or chat windown kept popping up saying she was online and wanting to help me. I had seen no indication anywhere on any of the pages that there would be a fee charged to "help", which is a concern for me due to not only my circumstances but also for scams, so I proceeded to "chat", which is to say "type out" my exact situation and needs, pleading for advise and help. There was no chatting involved, the responses from the site are preprogrammed and generic, showing that nobody IS actually online and reading what is being said, all leading you to the next screen where they want a large portion of your personal information, nothing too sensitive, but very indicative that they are not just going to give the advise I so desperately am seeking for my beloved cat. After entering my name, email, a few specifics of my cat, and submitting it the truth of the website became crystal clear. The next page wanted my payment information, for an appointment fee of $5 and an advise fee of $28, although there is a guarantee that if you are not satisfied with their advise then you will not be charged. I find this to be disgusting and misleading. I am looking for help because I need it, I was expecting to receive sound veterinary advise from a "caring" 18 year veterinarian that truly wants to help, but instead was led through a series of pages giving, to them, useless facts only to reach the crushing truth of the matter, they are a business trying to get money and not a caring vet wanting to help those that need it. This fact should have been clearly, and very obvious and prominently disclosed from the moment I was on the site; that there is a charge to get any advise, that this is strictly a business and not a website designed by a caring veterinarian who sees the desperate need in the world for a free advise service to provide kind hearted pet owners that love their pets as the family they are. Those of us that due to the overpowering knocks of life, which are ever daunting and never ending, cannot afford the costs associated with vet visits, especially as none take payment plans without excellent credit, much like dentists, which I would willing prefer to do, all 4 small children loaded in the car with me to take our beloved feline family member to get treated. Due to the entire nature of the way the website is set up, leading people to believe that there truly is someone "online" and reading what you type when clearly there is not, I am also very dubious that if I had been foolish enough to enter payment information, which I clearly do not have, and was disatisfied with the advise that they truly would have not charged me the fee, as their guarantee clearly states once you have made it to the end of the disappointing yellow brick road. No help or advise for my Jazz, but no money for those people that I doubt would have helped me any at all. Misleading and dispicable, playing on people's loves for their pets.

Desired Settlement: I simply want these people to know that they are hurting families like mine, but practicing the way that they are practicing. I truly need help and thought that by some miracle I had gotten a vet that truly wanted to help me and would. When I realized what I should have known based on the human race these days I was disillusioned and heartbroken. Be a stand up person and let your true motives be evident from the very beginning, the moment your website page opens. And don't pretend to be online, reading responses, and caring. Don't pretend to be someone that cares when all that you are trying to do is make money through the internet. Thank you. And I hope that I am able to find someone that I thought you were, a caring veterinarian that will be more than willing to offer me, free of charge, the advise I so desperately need to ease the pain of my poor beloved cat and help his ear, and the hearts of my four children and of myself. Honesty is, and always has been, the best policy. And although money makes the world go round, it should be done with decency and not deceit.

Business Response: Initial Business Response /* (1000, 5, 2015/04/06) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry to hear about ****. I have a pet and understand how disheartening it is when they are not well. I'm also sorry for the problems you have experienced with our site. JustAnswer and the veterinarians who answer questions on JustAnswer do care. We have helped millions of people and we are very glad to have the opportunity to make a positive impact on people's lives. Just like veterinarians who work out of offices and conduct in-person consultations, many veterinarians on JustAnswer make their livings by helping people and their services are not free. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works Also, the Expert that you saw on the chat pop-up box is a verified Expert available to answer questions on our site. In the interest of maintaining goodwill, I have added a credit to your JustAnswer account of $30 which you may use toward another question on our site within the next 30 days. Since this credit is promotional it is not refundable but I hope you give us another try. 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, ***** Customer Care Manager

4/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I already submitted a complaint earlier today, but it cut me off before it was completed. The reply I received from the tech man from JustAnswer was not at all helpful. My question was related to a piece of something located in the space holding the battery. My phone became wet and the man at the Verizon store took it apart and suggested I try putting the pieces in a jar or bowl full of rice. I did that and was trying to put it back together with great difficulty. That's when I found JustAnswer on the web.The tech man there said what he THOUGHT it was and wanted to me to read a page from the manual. I felt like he should have read it and told me the answer. The initial quote for this service was lower than the actual cost and amt to be charged to my credit card. That's when I realized the danger.When I complained to him in at least 3 chat notes about my being dissatisfied with the answer, I was given no recourse. He wouldn't address this issue with me at all. Very frustrating. I told him that he did not have my permission to charge my credit card for this service because it wasn't helpful. I'm afraid they were trying to charge me extra for an unsolicited subscription for their online help site. I have filed several complaints with the BBB over the years, and told him I would do this if they charged my card. Remember, on their website, it stated the initial cost would not be taken from my card if I wasn't satisfied with the answer. I hope they meant was they said.

Desired Settlement: I just don't want them to charge my card for information which was not what I wanted.

Business Response: Initial Business Response /* (1000, 6, 2015/04/06) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I am sorry that you were not satisfied with the Expert's response. When this happens, we encourage the customer to tell the Expert why they were not satisfied so that the Expert can work on a better answer. I was able to locate a JustAnswer account associated with your Hotmail email address, however, that account has no recent questions or transactions. If you recently posted a question, that means that you have another account with us. Do you recall registering another email address on our site? If not, you most likely have a guest account. To locate that account, please let me know the first six and last four digits of the card that was charged (you can send this information to me directly at *****@justanswer.com since this complaint is public). I assure you that I will only use this information to locate your account and further assist you. I look forward to your reply. Best regards, ***** Customer Care Manager

4/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Site touted instant chat with an experienced cat veterinarian upon payment of a $5 deposit. I was billed $20 and no chat. Email reply still pending. Website uses phony live chat windows to suggest that an expert is waiting to chat and that a $5 deposit will lead directly to said chat. Instead, 20 dollars (the full price for the question) is billed up front and then the consumer enters a 15 minute queue. After 15 minutes I received an email saying the question had been lodged. In fact, however, I had yet to ask any questions. The next email indicates that I should be contacted within "a few hours." No mention of the UCSD vet with 42 years of experience anymore. No easy option to cancel the transaction despite their "100% satisfaction guarantee." This is real bait and switch marketing with these ersatz chat promises and bots posing as real authorities and specialists. Claims regarding deposit of $5 are patently untrue using PayPal as the invoice is for $20 and all billed up front. Main system for replying to questions appears to be offline/emailed replies, not real-time "chat" as advertised. Timeframe for reply too doesn't match claims made on the site prior to paying. Just answer customer support offers live chat then informs that it's not implemented at this time. Support links require registration and have no connection to actual transactions made. The whole experience is clearly designed to mislead and is not what's offered in their marketing language. Very surprised at their A+ BBB rating, as this seems to be a shabby system for fleecing those without the fortitude to go through a dispute process with their CC company or PayPal. Lodging a complaint internally requires navigation of another sister site (for support issues) which requires independent registration and does not load transaction or question details by default.

Desired Settlement: I was forced to use PayPal's resolution center which always sides with the service provider on service contracts, as intangibles cannot be tracked like shipped tangibles. Perhaps the company refunds without question, as their guarantees claim, but I have little faith given the incredibly inaccurate sales policies on the site. Their BBB rating, to me, is grossly inflated in terms of their bait-and-switch consumer deceit strategies. Slimy stuff!

Business Response: Initial Business Response /* (1000, 5, 2015/02/09) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the experience you've had with our site and that the Expert with whom you initiated the chat was not able to assist you. The Experts on our chat feature are Experts on the site and they are available to answer questions. Experts decide which questions they respond to and if they aren't able to properly answer a question, for any reason, the question is made available to other Experts in that category. While we cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. With regard to our payment system, the terms vary depending on the payment type. If paying via credit or debit card, most customers are required to place a $5 deposit at the time of the post with the remaining question price collected when an Expert responds. If paying via PayPal, a full deposit is required at the time of the post. Either payment structure is shown on the payment page of the question posting process depending on the payment type selected by the customer. I'm unable to locate an account under your @******* email address. If you've registered another email address with us, please let me know the address so that I may review your account and process a refund of your charges if it has not already been resolved through PayPal. If you did not register another email address, please let me know the email address associated with your PayPal account and I can locate your transaction and question that way. Our customer care team is available 24/7 via email at *******@justanswer.com and phone at (XXX) XXX-XXXX. Our chat option is currently unavailable and I apologize for any inconvenience. We plan to enable chat in the near future to give our customers another channel for support. I look forward to your reply. Best regards, ***** Customer Care Manager Initial Consumer Rebuttal /* (3000, 7, 2015/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response and the refund, but what you're not acknowledging is that these phony chat windows and the promise to "talk to this person right away" are simply misleading and, to my mind, outright false advertising. The chat windows indicate that someone is typing to the client in real-time, but upon closer investigation it's not the case at all. It's a pre-programmed "bot" chatting with me, and the expert I believe I'm communicating with is likely not the one who will be addressing my question. Further, there should be no option to skip the more detailed question information in light of this. The whole system is geared around an asynchronous messaging system with your experts, not live chat. Until you stop misrepresenting the nature of your service, I maintain that you are conducting bait-and-switch business. Final Business Response /* (4000, 14, 2015/04/06) */ Hello, Thank you for your reply and for providing your alternate email address. I was able to locate the account and see that your payment of $20 was reversed. The funds were returned to your Paypal account. If you have not received the funds, please reach out to PayPal directly. Thank you for your feedback about our chat feature. I assure you that your complaint has been noted and we are working to improve functionality. Also, with regard to the deposit structure, there are two types depending on the payment method and both are reflected on the payment page during the question posting process and must be agreed to before a question can be posted. The $5 deposit that is available at the time of the post, is only an option for those paying with credit or debit card. A customer paying with PayPal is required to pay at the time of the post a deposit equivalent to the question price. Here is a screenshot of the payment structure when credit card is selected: http://screencast.com/t/46mWjyJpqH When PayPal is selected, the structure changes: http://screencast.com/t/mmmSYFqqR Finally, you should have received an email confirmation at the time the refund was processed. For your records, here this confirmation: PayPal 1/31/2015 3:27:20 PM ($20) Customer Refund 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, ***** Customer Care Manager Final Consumer Response /* (4200, 16, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Sir or Madam, Yes I received the 20 dollar refund, but you are refusing to address my ongoing insistence that your phony "chat with an expert" pseudo-live-chat windows are beyond misleading. You offer to "speak with an expert now" and the windows give an actual identity of the authority your potential clients believe they can speak with "now." You even make claims that the expert is online and available "now." This is such utterly bogus bait-and-switch advertising that I simply will not let this go because you reversed the $20 charge. Your business is built on deception which should be plain enough to anyone investigating your sites. If BBB wants to close this as resolved because you refunded me, so be it. Until then, I am adamant that your business practices are unethical and likely illegal, should anyone care to really look into it. "Improving functionality" is a wonderfully slippery phrase for what needs to be done. Either deliver on the promise of an authority with whom one can chat in real time, or stop with the false advertising and fine print ($5 becomes $20 when one actually tries to pay) runaround. ****** *******

4/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They advertise you will receive an answer in 9 minutes. It took a few days for them to get back to me and then the email was in my junk mail so I did not have a chance to get back to them before they closed the question.

Desired Settlement: I just want them to return my money. They basically said nothing to me. I was not able to explain clarifiers that may have changed their response.

Business Response: Initial Business Response /* (1000, 5, 2015/03/20) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you did not receive a response within the expected time frame. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Upon reviewing your account, I see that an Expert responded to you on the same day that you posted your question. Our system sends a notification email to our customers once an Expert has responded but we cannot control whether the email will be parsed to your Inbox or SPAM folder. Questions time out after seven days of no activity however, customers can always continue with a question by simply replying to the Expert. As requested, I have processed a refund of your $36 good faith deposit. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx In the interest of maintaining goodwill, I have added a credit of $36 to your account so that you may continue with your question and get the help you need. To continue, just log back into your account and click on your question to open the conversation page. 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, ***** Customer Care Manager

4/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: asked a question on March 18, 2015...no response. order number XXXXXXXX-XXX dont need more space

Desired Settlement: refund of all fees and all information deleted from their records and sites

Business Response: Initial Business Response /* (1000, 5, 2015/03/20) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive an answer to your question in a timely manner. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Upon reviewing your account, I see that you used our self-refund tool to process a refund of your deposits on 3/18/2015. In the interest of maintaining goodwill, I have added a promotional credit of $58 to your account that you may use toward a future question on our site. Or, if you still need help with your question, you may continue with the Expert by returning to your question page on our site. If you no longer need help with your question, please let me know and I will close your account. 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, ***** Customer Care Manager

4/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: fraud / consumer fraud / credit card fraud / unauthorized withdrawal of funds / deceptive practices / 3/18/15 credit card fraud / theft. demand refund back to card.

Desired Settlement: I want the $45.00 refunded to my card immediately. Not tommorrow. Not in a little while. Not through paypal. Refund my $45.00 back to my card immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/03/20) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I assure you we are not a fraudulent company nor do we charge customers without their approval. Please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Customers must acknowledge and approve the payment terms before their question can be posted. The charge that was made to your account was for the good faith deposit which is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. I was able to locate your account and see that an Expert responded to your question about seven minutes after it was posted which is why the balance of the question deposit was charged. As requested, I have processed a refund of your $45 deposit. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx 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, ***** Customer Care Manager

4/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was to be provided with an appraisal of an item with the answer to go to my email. No response was recieved. On March 13, 2015 I responded to Just Answer ad online that stated it was a member of BBB and my info was protected with Norton Security. It was to provide me with an appraisal of an item I described and the appraisal was to be sent to my email. I recieved no response whatsoever. For using the service my charge was to be 5 dollars, 36.00 dollars if I was satisfied with the appraisal. Since I rec'd no response I called my credit card company to report a bogus charge, which had already been submitted for the 41.00 dollars. I will of course dispute this charge when it is posted on March 26, but in the meantime I felt it necessary to contact the BBB since they advertised they were endorsed by the BBB.

Desired Settlement: I would like the entire $41.00 charge removed from my credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/03/17) */ Hello, My name is ***** and I am with the Customer Care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I would like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. I located an account under your AOL email address but the account has no questions or payments associated with it. If you received a charge from us, it means that you have another account. To locate your account, please let me know the first six and last four digits of the card that was charged. I assure you that I will only use this information to locate the transactions and further assist you. Please feel free to email this information to me directly at *****@justanswer.com since these posts are public. To clarify our payment process, a $5 deposit is due at the time of the post and the remaining question deposit is collected once an Expert replies. If you were charged both the $5 deposit and the remaining balance, it's likely that an Expert answered your question. Once you provide me with your payment information, I will be able to understand what occurred and ensure that your concerns are resolved. I look forward to your reply. Best regards, ***** Customer Care Manager

4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to contact Just Answer by phone and email- and I was impossible. I tried to use their system to get a refund and ended up in limbo. I think it is a fraudulent operation when I was unable to get either a phone number or an address. Some of their clients had an unfavorable response to the treatment they received and I agree 100%

Desired Settlement: I just want them to refund the $20.00 dollars they charged for nothing appreciable.

Business Response: Initial Business Response /* (1000, 5, 2015/03/17) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I would like to help with your concerns. Firstly, I am sorry for the problems you have experienced with our site. Our customer support team is available 24/7 by email at *******@justanswer.com and by phone at (XXX)XXX-XXXX. This information is available on our help page here: http://ww2.justanswer.com/help. I was unable to locate any emails from your Gmail address in our system. Please let me know more about your customer support experience so that I can understand what went wrong and how we can resolve it. Also, I was unable to locate an account under your Gmail email address. To further assist you with your refund request, please let me know if you have registered another email address. If not, I can use the first six and last four digits of the card that was charged to locate the transaction and account. Please feel free to send this information directly to me at *****@justanswer.com since these posts are not private. I look forward to your reply. Best regards, ***** Customer Care Manager

4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The website advertises 'for-fee' answers, but then has been pulling $53 out of my checking account for at least the past three months. I utilized JustAnswer.com 2-3 times and was charged individually for each question (approx. $42 each). All of a sudden, I notice auto-debits of $53 removed from my checking account. After the second month, I wrote to JustAnswer, requesting they cease and desist, and canceling my 'subscription.' They agreed to stop charging me the monthly fee. This month, I see that they pulled another $53 from my checking account (January 29). I wrote to them again, and again was offered an answer to my question for $42. how do they justify charging per question, and again per month? I have no idea what their so-called monthly fee even covers. I finally found an email address after clicking on the BBB link on their site.

Desired Settlement: A refund of at least $53, and should I find that they have charged me for contacting them via their website, I will demand an additional $42.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that your membership was cancelled on 1/28/2015 and that we processed a refund of $53 on the same day. The last charge to your account was 12/28/2014. Could it be that the charge you are seeing from 1/29/2015 is actually a credit for the refund processed on 1/28/2015? If it is, in fact, a charge, please send an email to me at *****@justanwer.com with the first six and last four digits of the card charged so that I can locate the charge in our records. I look forward to your reply. Best regards, ***** Customer Care Manager

4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My name is **** ********* and I have been charged monthly on my credit card and want my subscription cancelled. It is very hard to get them to cancel. I asked a automotive question on 12/4/2014 and Just Answer wanted a $5 deposit to answer a question and then charged me $28 more dollars. I have since been charged $38 each month for the past 3 months. I do not wish to use their services any longer and I have tried to use their "unsubscribe" feature and it has not worked because I am still being charged. I have contacted American Express and they are looking into it.

Desired Settlement: I would like the last Three months of $38 dollars refunded and any more charges from here on out refunded to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Our membership is customer-initiated and enrollment occurs only if the customer has accepted the offer. Instructions for cancellation can be found in our help section here: http://ww2.justanswer.com/help/how-can-i-cancel-my-subscription and our support team is available 24/7 by email at *******@justanswer.com and by phone at (XXX) XXX-XXXX. I have cancelled your membership and, as requested, I have processed three refunds of your membership payments for a total refund of $114. 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 assure you that you will not receive any further membership charges. 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, ***** Customer Care Manager

3/11/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Web sight will not unsubscribe my account. They do not respond to chat about the problem. I have tried several times to unsubscribe, the web sight just loops back with errors. Have had paypal stop payment once and they will charge my account again on Monday.

Desired Settlement: want to stop my subscription and never deal with they again, Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/02/18) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the trouble you've experienced with our site. Customers are able to cancel their membership at any time by following the cancellation instructions available on the site, however, it sounds like you may have tried to cancel when our site was experiencing some issues. Upon reviewing your account, I see that your membership was cancelled on 2/15/2015 and I assure you that you will not receive any charges from us. I realize that your experience with us was less than satisfactory, but I hope you can give us another try. I've added a promotional credit to your account of $30 to use toward a question on our site within the next 30 days. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Care Manager

3/5/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: bad service I paid to have a question answered, which an answer was given. the person was not staying focused on my question. they were popping in and out, by they I mean two differ people. I am not sure if they any read my question completely. the company claims a money back guarantee, I want a full refund. order number XXXXXXXX-XXX on 02/08/2015

Desired Settlement: FULL REFUND and delete any information concerning me from your files.

Business Response: Initial Business Response /* (1000, 5, 2015/02/12) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. On some occasions, different Experts will review one question to determine whether they are able to answer it satisfactorily. If they are not able to answer it, to ensure that our customers receive the help they need, the question is exposed to other Experts who may be a better fit to answer. Upon reviewing your question page, it appears that an Expert provided you with some helpful information and that they were waiting to hear back from you to continue. As requested, I have closed your account and processed a refund of your charge. The funds are made available to your PayPal the next business day, however, they 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, ***** Customer Care Manager

3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was told the charge for my answered question was 32 dollars. When I entered my card number it went to another page it stated 32 dollars a month with no chance of canceling transaction.

Desired Settlement: False advertizing charge and set up for no cancelation of transaction.

Business Response: Initial Business Response /* (1000, 5, 2015/02/12) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. It sounds like after you posted your question, you received an offer for our monthly membership program. The membership is not mandatory and customers can decline it by clicking the red X icon to close the offer or click the, No thanks link on the offer. I assure you that you are not enrolled into a monthly membership program and you were only charged for the question you posted to the site. If at any time a customer wishes to cancel their question, they may contact our customer care team who is available 24/7 by email at *******@justanswer.com and by phone at (XXX) XXX-XXXX. Finally, I see that an Expert has responded to your question. If you'd like to continue, please return to our site at www.justanswer.com and navigate to your question under the My Question menu option. If you no longer need help, please let me know and I will close your question and process a refund of your charges. 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, ***** Customer Care Manager

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Subscribed to online service for legal advice. Response said @8 minutes for answer. An hour later, tried to cancel and couldnt. Saw justanswer.com and they provide legal Q&A. Asked question and site wanted $5 deposit with a satisfaction guaranteed answer for remaining $15. Never got a response after 2 responses of only 8 minutes remaining for answer. Went to, cancel subscription/refund area and it asked for log-in info and log-in failed. Went to G-mail and received 2 emails but log-in info still failed. Back-arrowed to original sign in page and my account showed no posted questions in last 90 days and an email that I rarely use & didnt enter. Called 800# for customer service and she DID cancel my subscription and refunded the deposit (3-5 days). The process took @1 hour. If I was at work, it would not be possible to go through this process. Now this site has all my information and may use/sell my information with a possibility of future ID fraud (only assumption due to my experience with this site). I was refunded & subription cancelled per person on other end of phone, but its unknown if this is completed for @3-5 days.

Desired Settlement: Only seeking compensation of what was paid ($5+$15). Customer service guaranteed me that I would receive a refund and that subscription would be cancelled. But thats only a verbal and will take 3-5 days. After I saw all the complaints on BBB, I decided to state my issue to warn other people so awareness is made about this site. Again, customer service said I would be refunded and subscription would be cancelled. But this takes 3-5 days and took 1-2 hours to do it properly.

Business Response: Initial Business Response /* (1000, 5, 2015/02/09) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive an answer to your question and for the log-in trouble you experienced. Most questions are answered in a timely manner but response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Also, using the Forgot my password **** generates a system password **** should be used to log in, however, I'm unsure why the password ******* work for you. When a password ** reset twice, the customer must ensure that they are using the most recent system generated password ** log in as any previous password ******* when the password ***** tool is used again. Upon reviewing your account, I see that the only charge made was a $5 deposit and this deposit was refunded to you on 2/2/2015. You should have already received this refund but please let me know if you have not and I will provide you with additional information to help locate the funds. You have not been charged for the remaining question balance of $15 since your question was cancelled. Our customer care team is available to assist you 24/7 via email at *******@justanswer.com or by phone at (XXX) XXX-XXXX. 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, ***** Customer Care Manager

2/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: JustAnswer advertises as an expert that provides answers for a free trial and they did not. Also, AMEX flagged them as a fraudulent vendor. They market themselves as BBB A+ yet they are unreadable when there is an issue and when I finally did get a service rep, their attitude was as poor as I have ever experienced. I never received the answer I requested, and had my credit card shut down due to American Express feeling that this vendor was fraudulent.

Desired Settlement: Return of all charges on my card.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the trouble you've experienced with our site. I assure you that we are not a fraudulent vendor. Also, we do not advertise that we are a free site or that answers are free, however, we do offer a monthly membership program that comes with a free 7 day trial. Please share a screenshot of the advertisement you viewed for further investigation. Upon reviewing your account, I see that you enrolled into the membership program after you posted your question to our site. The membership is not retroactive and it only applies to questions posted after enrollment. I have cancelled your membership and you will not receive any charges from us. Furthermore, I reviewed the conversation you had with our customer care agent and I sincerely apologize for the experience. We've reached out to this agent to review this call and have provided coaching. The deposit of $5 to your account was voided on 1/24/2015 and we have not received any additional charges. As a courtesy, I have sent a separate email to you of the Expert's answer to your musical instrument appraisal question. 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, ***** Customer Care Manager

2/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I tried for an hour and received no answer but was charged $5. I thought I was talking to an expert which was only a recorded message. I thought I was getting a 7 day free trial and was charged $5 or $20 and got no help at all. I want my name taken off your list. I want nothing further to do with this Co. I will chalk the $5 up to my stupidity for asking in the first place.

Desired Settlement: I want my so called " Free Trial" terminated and never want to hear from you again. Why don't you post this comment along with all that praise ?

Business Response: Initial Business Response /* (1000, 5, 2015/01/26) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive a response within your expected time frame. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. With regard to your experience with our payment system, if you were prompted to pay for your question it was because the question was posted before enrollment into the subscription program (which comes with a free 7-day trial) or because you were not logged into your membership account before the question was posted. Also, you mentioned that you thought you were talking with an Expert but that you only heard a recorded message when you called. Most interaction with Experts is done via our webiste and not by phone. It sounds like you may have called our customer support phone line. This call center is available to assist with customer service-related inquiries only and Experts cannot be reached there. As requested, the account that is associated with your @hotmail address has been removed from our email list and I have unsubscribed you from our monthly membership plan. Finally, in reviewing your account, I see one charge of $5 which was voided on 1/20/2015. If you received an additional charge of $20 it could mean that you have another account. Please let me know if you've registered another email address on our site. If not, I can locate your deposit using the first six and last four digits of the card that was provided. I assure you that I will only use this information to locate your account and further assist. I look forward to your reply. Best regards, ***** Customer Care Manager

2/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I request a refund for the subscription that I was not aware of and for payment for answer that I didn't get. I used their service a few times without any subscriptions just by paying money for each answer. At 8/11/2014 I accepted and paid the answer. I have no idea how they foisted the subscription off at that moment. I found it out just in January 2015 and I immediately canceled it. They charged me 6 x $36.00 = $216.00 for that period of time. In December 2014 I used the JustAnswer service but I paid it as usually. They charged me $36.00. Unfortunately I didn't get any acceptable answer at that time. I had got just an offer for a consultation for $490.00. I didn't accept the offer. Nonetheless JustAnswer charged me for $36.00. They did it even that deceptive subscription that I was not aware of was effective at the moment.

Desired Settlement: I am requesting a refund for the subscription that I was not aware of for $216.00 and for $36.00 payment for answer that I didn't get. The total is $252.00.

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive an answer to your real estate law question. Per our terms of service, we offer a 30 day money-back guaranty and I see that your request for a refund of the $36 payment for the question was made after 30 days. I've made an exception and have processed a refund of your payment. The membership is customer-initiated which means that a customer must accept the offer to be enrolled. Upon reviewing your account, I see that the membership was used to post a question on 12/10/2014, however, the question was closed as a duplicate. In the interest of maintaining goodwill, I have processed six refunds of your membership payments. Combined with the question deposit refund mentioned above, the total refund is $252. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did exactly what I claimed. Thanks.

2/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This site guarantees money back unless 100% approval. I subscribed to Just Answer with the belief that I could ask questions and have them answered without paying more than the $18.00 per month subscription that I have been paying. I TRIED to log in to my account but my password ***** not work. Every time I tried to get a new password, I would be told that a temporary password *** being sent to my email. However, that temporary password ***** never arrive. AND each time I attempted to ask a question, I would be told that I must pay fees of up to $60.00. I would then cancel my question. Then I would attempt to log in to my account but could not due to the password ******** And again they would not send me a new password ** that I could cancel the subscription. I FINALLY contacted them by phone and they canceled my subscription and said that I could ask questions until my paid subscription runs out. BUT I can't find out how long my subscription is paid thru. When I attempted to ask a question about how to compel them to tell me when my subscription runs out, they blocked my question! They refuse to tell me how long I have paid thru and block me from asking that question. I maintain that they are violating my contract . I also want to go on record that I am not satisfied with ANY of their services so far. That should gain me a complete refund of all monies paid thus far AND close my account immediately.

Desired Settlement: Their guarantee claims a full refund if I am not satisfied with their service. I maintain that not only am I not satisfied, I feel that they have violated the terms of the agreement by blocking my question about this.

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ Hello, My name is ***** and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I'm sorry for the confusion you've experienced with our site. There are several issues here and I will address them all. Firstly, when a customer resets their password ** send an email notification to the email address associated with the account. Sometimes the emails go into the SPAM folder. Were you able to check your SPAM folder to see if they landed there? Also, since you were not logged into your account when you attempted to post your questions, the site did not recognize you as a member which is why a deposit was required. I reviewed the conversation you had with the customer care agent who cancelled your subscription. The agent informed you that you could use the subscription until February 12th and we sent an email to you on January 29th, 2015 that includes this subscription end date, as well. Please note that our customer care team is available 24/7 to answer any customer care questions at *******@justanswer.com or via phone at (XXX) XXX-XXXX. Posting customer support questions to the site is not an effective way of getting help and cause confusion since the questions posted there are intended for Experts only. Your question was reported as being customer support-related which is why it was blocked and not because we're unwilling to share details about your subscription end-date. Furthermore, you mentioned that you are not satisfied with the services you've received from us so far and I can understand the dissatisfaction due to the log in trouble and subscription confusion you've experienced. However, upon reviewing your account I see that you were satisfied with all of the answers you received to the three questions you posted and you rated the answers as satisfactory. In the interest of maintaining goodwill I have processed three refunds of subscription payments for the months that you did not use the benefits. The total refund is $54. 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. Finally, as requested, I have closed your account. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is sad that I had to make a BBB complaint to resolve this issue. I hope that by my accepting this settlement it does not make others feel that I am at all satisfied with this company. However, I am just tired of the whole thing and I am glad that the BBB was able to not only help me cancel this account but also got me a partial refund of my monies. Thank-you BBB for your prompt responses and help in this matter.

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: never authorized credit card charge of IL 74 for an answer from them that I never approved of and deleted their request for it I had never agreed to the payment of IL74 for a reply from Justanswer which indeed I never received nor do I now want it. I stopped my contact with justanswer when I realized that they could not possibly supply useful advice. NEVER completed the payment section but deleted them from my contacts.

Desired Settlement: I want the payment of IL74 returned to me since I received no advice from justanswer nor did I want an answer. I DID NOT want their advice nor do I want it now. Thank you! ****** ********* PS the money should be returned by cancelling charges made to my credit card number. I fear that they will use the credit card number I gave them for future criminal deductions

Business Response: Initial Business Response /* (1000, 5, 2015/01/20) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for any confusion you may have experienced with our site. I assure you that we do not process charges to customer accounts without their approval. Please let me explain how our payment system works. When asking a question on our site, 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 Expert's response 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 question does not get posted unless the customer confirms and approves the charges. The deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works As requested, I have processed a refund of your 74 ILS charge. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx Of course, if you would rather contact us, we are more than happy to process your refund for you. In the interest of maintaining goodwill, I have added a promotional credit to your account of 74 ILS to your JustAnswer account which you may use toward another question on our site in the next 30 days. Since this credit is promotional it is not refundable but we hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

2/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Just Answer website promises no charge unless satisfied. I was billed $22. for the answer"I don't know" I want a refund. I asked a question about a driver for my Brother printer, the 'EXPERT' said to look on the Brother site, I had done that, he further stated that he did not think that there was one there. So my question 'is there a driver for the (model #) Brother Printer running (my software) was not answered. For this I was charged $22. His 'answer' that he 'did not think there was a driver on the Brother site but I could look if I wanted to' was of no benefit.

Desired Settlement: I am asking that my money be credited back to my account and my account information be purged from their record .

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you were unhappy with the answer you received from the Expert. We want our customers to be completely satisfied with their experience on our site and offer a 100% customer satisfaction guaranty. As requested, I have processed a refund of your $22 deposit. 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. Please let me know if you'd like to get a second opinion from another Expert regarding your printer question and I can look for someone to help at no charge to you. I hope that I have resolved your concerns to your satisfaction. If there is anything else I may assist you with just reply to this email and I would be happy to help. Best regards, ***** Customer Care Manager

2/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been charged $48.00 on my Visa Card for an unauthorized transaction. I have been charged for a renewal fee. I have not used this service in two months and was not advised of a renewal fee. I just want my money back.

Desired Settlement: $48.00 credited back to my card.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for any confusion you've experienced. Upon reviewing your account, I see that you enrolled into the monthly membership program when you posted your question on our site. The membership is customer-initiated and we never enroll a customer into the program unless they accept the offer. I have cancelled the membership and as a courtesy, I have processed a refund of your $48 charge. I assure you that you will not receive any additional charges from us unless you use our service again. 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, ***** Customer Care Manager Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */ They have agreed to refund the $48.00.Thank You for your services.

2/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: JA stated they had the answr NOW to my problem and it wld cost $5. then wnted more $ they would get back in 24 h. i was mislead & they know im nhappy! charged to my visa, i wrote after the initial $5 was charged and told em i would not look at the answer and didn't want to pay more money & they could keep the 5 bucks, naturally they charged me and i have an email wondering why i haven't looked at their answer. i left many feedbacks and emails, they know i am unhappy. Date of "SERVICE" was 12/9/14, ref # is XXXXXXXXXXXXXXXXXXXXXXX visa, MCC code****.thanks

Desired Settlement: credit to my visa of $13, they can keep the original $5, although they did nothing to earn it!

Business Response: Initial Business Response /* (1000, 5, 2015/01/26) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the trouble you've experienced with our site. I sent an email to you on 1/22/2015 following up on the feedback you provided regarding your experience and I processed a refund of your $5 and $13 payments the same day. Please let me know if you have not received the credits. As mentioned in my email, while JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Also, please let me explain how our payment system works. When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their question. Before your question was posted, you were required to make a good faith deposit of $5 with the remainder of the question price due once an Expert responds. Deposits are fully refundable if the customer is not satisfied with any of the answers that they receive to their question. The charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2015/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/30/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I submitted a question on the site and they stated it would cost 28 dollars when answered. then they charged me 5 dollars without my knowledge. I submitted a question on the website Justask.com. after waiting i got no repsonse to my question so i told them to cancel it. when submitting the question they told me the charge would be 28 dollars upon getting a response. The site said my estimated wait time would be 8 minutes. after 38 minutes i called my dealership to solve the problem. I then inspected the charges and found they had charged me a 5 dollar "pre-deposit". I never said it was ok to charge me without any services being rendered. At no time was there information saying they were going to charge me 5 dollars. then after posting the question and giving my information they signed me up for a reoccuring membership without me agreeing to anything of the such. There are so many hidden costs they tried to rip me off for its not even right. there should be some criminal action taken against them this is stealing when i am not informed or asked for permission before charging me. This place should be closed down they are stealing by not informing the customer of the charges they are getting automatically signed up for when posting a question.

Desired Settlement: I want them to post all of the charges upfront. I want a refund of my money. I also want an apology for them trying to swindle me out of my money signing me up for things i did not agree to. In all honesty i think they should be shut down for unsavory business practices. this is the type of thing that plagues all good businesses today and is not a company that should be endorsed so heavilyby the BBB or anyone else. Any deviation from this is unacceptable.

Business Response: Initial Business Response /* (1000, 5, 2014/11/07) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site and that you didn't get an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner - usually within 8 minutes. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Furthermore, please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. Here is a screenshot of the deposit information that is located on the payment page of the site: http://screencast.com/t/********** All customers must acknowledge and accept the payment terms before their question can be posted. Upon reviewing your account, I see that we processed a refund of your $5 charge on 10/31/2014. 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, ***** Customer Support Supervisor Consumer Response /* (3000, 13, 2015/01/08) */ This was not resolved. all they did was send letters explaining why they took my money. then they sent me some 25% off my next question discount... REALLY? sorry but that is not a resolution and now they are dancing around the refund not giving me my money back after i requested a refund. I cant make any headway vs them. I should get interest for the money they have of mine. at this point its not worth the time to go after them anymore which is what i think they do on purpose to make money. pretty much a scam as far as i am concerned. they provided no service at all and still charged me then refunded me the money to a gift card that is long since gone because i figured they just ripped me off and i would never get anything out of them or it would be so much of a hassle that i would stop due to it being a low amount of money. i sure would like to see how many pre deposits they take in each year i bet they steal from thousands of people. Business Response /* (4000, 15, 2015/01/12) */ Hello. Thank you for your reply. As mentioned in my previous email, we processed a refund of your $5 deposit on 10/31/2014. Please let me know if you have not received the refund and I will further investigate. Best regards, ***** Customer Support Manager

1/29/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: JustAnswer have failed to answer any of my questions and have done nothing but given one excuse after another and charged my credit card. NOT HAPPY JustAnswer failed to answer a question in 2009 but charged my creditcard, again when I have asked another question on the 26th of this month they have failed to answer it even though they claim that it has been placed on high priority. I trusted this site twice because it claims to have an A+ rating with you (BBB) but it would appear that any business can buy a A+ rating without having to perform to the high standards required by customers. I will no longer trust JustAnswer or any business that has any form of rating from BBB as I believe due to personal experience that you both are SCAMS.

Desired Settlement: A full refund and a written apology from both JustAnswer and BBB.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Hello ****, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I'm sorry to hear about your experience on the site. In looking into the matter it appears that when you came back to the site recently that you did not log into your account. When this occurs, a guest account is created, which our Customer Support staff attempted to reach out to you about. Since we were unable to get an answer to your question a refund for the charge was posted on 12/29/2014 back to your card on file. 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, ***** Customer Support Supervisor

1/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: would not give me a answer to my question, but wanting to keep paying, and different lawyer shows up each time I would like my refund please

Desired Settlement: The money I paid for the service 31.00

Business Response: Initial Business Response /* (1000, 5, 2015/01/09) */ Hello ******, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. In looking into this matter we have located an account tied to your email address however it does not appear that there is any activity on the account. We may need to locate the charges that you are seeing using some additional information. We have also not received any replies to the attempts to contact you via email about the matter. If you can contact our customer support team at *******@justanswer.com we would be happy to look into the matter for you further. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

1/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was told they would answer my legal question if I gave them 39.88 but never answered at all yet took my money from my DEbit Card with BIA. Dec16, 2014 I responded to their ad about legal questions answered. I sent them a question but never got any reply when they promised prompt reply, they charged me a fee for the quest. I asked them about my question and why I didn't get an answer and they charged me again for that question! $39.88 Today I checked my questions and they labled it CLOSED and the second question they Labled LOCKED! I believe this is a Scam. I am a senior citizen, a 20 year Navy vet on limited income and I need those fun

Desired Settlement: I want my money back as I am a 72 year old, 20 year Navy vet on limited income! These people are very smart scammers, I believe.

Business Response: Initial Business Response /* (1000, 6, 2014/12/22) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I assure you we're not a scam. I apologize that you did not receive an answer to your family law question. Most questions are answered within minutes but it depends on the complexity of the questions and the number of Experts available online to answer the question. A deposit is required at the time of the post which is why you were charged, however, the deposit remains in your JustAnswer account until you receive a helpful answer and rate is as satisfactory. If a customer doesn't get the help they need, they can always get a refund of the deposit by using our self-refund tool available on the site or by sending a request to our customer care team. I see that on 12/16/2014, we processed a full refund of your deposit at your request. Since your deposit was refunded, your question was closed. Furthermore, you received a second charge from us when you posted your customer service inquiry as a question on our site. Any customer service inquires should be sent to our support team at *******@justanswer.com. The customer service question was locked so as to not cause any confusion for the Experts who answer questions on our site. The payment for this question has been refunded on 12/16/2014, as well. May I ask if you still need help with your question? If so, I can look for an Expert to assist you free-of-charge. Please reply to this email if you still need help or if there is anything else I may assist you with. Best regards, ***** Customer Support Manager Initial Consumer Rebuttal /* (3000, 8, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept her response when I see that the funds were returned to my account. As of this writing I do not see the refunds she claims to have made. The first question was never answered though the promise is just a few minutes, and the question was not so complicated that I received an answer immediately from a lawyer friend. The second question that I was charged went something like this "Why was my question not answered? and for this question I was charged $39.88 ? That is why I thought it was a scam and then there was no other way I could have communicated with your company without incurring more expenses. You had in your ad that I could cancel yet does not provide a way to. No Thank You, I do not need naything from you. Final Business Response /* (4000, 11, 2014/12/31) */ Hello *******, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. In looking into your account it appears that you posted a family Law question to the site and then the additional question asking where the answer was on 12/15/2014, that was the cause for the duplicate charges. I can also see that you contacted our customer support team via email on 12/15/2014 and that we issued a refund for the charges the same day. 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, ***** Customer Support Supervisor

1/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I feel this company is ripping me off for a lousy $5, they charge as an 'earnest money' deposit. Their robot response system will not allow me to I accessed the site to ask a question of a Chrysler expert. The site asked for and got a $5 deposit, with more upon receiving a satisfactory answer. I got an appointment with a Chrysler Mechanic who did an admirable job. The site then stated my email address ws used to register another person and would not let me proceed. I cannot even ask for a refund, because one has to be logged in. After I posted the charge, I found that there is a one week free trial, and the company keeps changing my selection of the basic plan to a more expensive one.

Desired Settlement: I want my five dollars re-posted to my credit card. Ideally, I would like to receive some kind of reimbursement for my inconvenience, but am not totally insistent on it.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works With regard to the account issue you experienced, I see that you used our site under the same email address in 2012 and then requested that the account be closed. Your recent question was posted under a guest account which has now been merged with the account under your Yahoo email address and you should now have access to that account. If you've forgotten your password, you may reset it here: http://www.justanswer.com/forgotten_password.aspx The subscription offer is defaulted to our most valuable plan but the customer has the ability to select any plan they'd like. If another plan is selected, the setting is saved unless the page is refreshed or closed and then accessed again. Finally, I see that we processed a refund of your $5 and $12 charges on 12/20/2014. 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. In the interest of maintaining goodwill, I have added a promotional credit of $20 to your JustAnswer account which you may use toward a question within the next 30 days. 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, ***** Customer Support Manager

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I need a refund I used my Pay Pal account and made a deposit for an answer that I never received an answer to my question. The site said 100% satisfaction and that they were endorsed by the BBB. 12/22/2014 https://*****************************************************************************************************

Desired Settlement: A refund of the deposit of $60.00 that was taken out of my PayPal account.

Business Response: Initial Business Response /* (1000, 6, 2014/12/26) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry you didn't get the answer you needed. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. I see that an Expert was able to provide you with an answer to your question. Were you able to review it? Your $60 payment was refunded on 12/23/2014, as requested. The funds are made available to your PayPal account the next business day, however, PayPal may take 3-5 business days to release the funds back to your account depending on their policy. In the interest of maintaining goodwill, I have added a promotional credit to your account of $30 which you may use toward a question on our site within 30 days. Since this credit is promotional it is not refundable but I hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

1/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cancel my membership for good and refund my money. I asked a question on JustAnswer's website because they claim to have experts answering questions. Initially the website gave me the impression they answered questions for free. But before I could ask a question, they required a small deposit, then they'd charge the rest after my question is answered by their so called expert. The website also supposedly has a 30-day money back guarantee. I got an unsatisfactory answer to my question, so within 8 hours of signing up, I asked them to cancel my membership and refund my money. They refunded my DEPOSIT the next day, November 14, but on November 21, they charged my cc $56 for membership! I emailed them about this and asked them AGAIN to CANCEL my membership and REFUND my $56, but I have gotten no response to date. Checking my credit card statement today, Dec.31,2014, it shows they have charged my credit card again on Dec. 21 for another $56 for December membership! I emailed them again just a few minutes ago regarding this and asked them to again Cancel my membership and Refund me the $112 they've now charged my credit card. Also, I just looked at the email receipts they sent me when I signed up and just noticed they have No Receipt/Order Numbers!!

Desired Settlement: I just want them to CANCEL my membership FOREVER, refund me the $112 they have charged my credit card, and quit charging my credit card for good!

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Hello *****, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. We're sorry for any inconvenience. It looks like you accepted a free trial offer to try our subscription program. At the end of the trial, the subscription bills automatically to avoid disruptions in service. It is evident that you did not intend to continue with the subscription after the trial ended, and as you requested we have cancelled the subscription and issued a refund for the charges as of 12/31/2014. 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, ***** Customer Support Supervisor

1/7/2015 Delivery Issues | Read Complaint Details
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Complaint: Dear Sir or Ma'am,First, while filling out the "Required" information for the online business, I was unable to provide this as their website does not have a phone number or a physical address; I input mine in both, to get to this page. Second, I will copy/paste what I sent to USAA. "Good Morning. I went to check something about my account and saw a charge I did not recognize for $36. I reviewed the account and realized that it was a service I signed up for in March 2014 for $36 reoccurring monthly payment. I was not satisfied immediately and was able to cancel, via phone, but they said they would need to charge me April for $36 as well. I thought that was the end of it. I found out this morning that they have been charging me, for the last 7 months. That is $252, but I truly feel should also be the an additional $36 to the $252 total for April. I wish to dispute and follow the SOP required to report them through USAA and/or the Better Business Bureau. While I did contact them again this morning (their offices are closed at this time), any assistance is greatly appreciated. Best, *****". Third, I had used their service in the past, on a non-reoccurring basis. The last time I used it, it was moderately help or I wouldnt have considered the monthly renewal. I thought this option gave me unlimited questions, but after using it that month and explained my dissatisfaction they were so rude that I asked to cancel it; they said they required a 30 day notice. It is only in researching this morning that they, in fact, had a 30 day satisfaction guarantee so not only should I have had my original March 2014 $36 refunded, but I should not have been charged in April as they made me think I had to be. And I certainly shouldnt have been charged since. Finally, I have tried contacting Just Answer all morning, but as they are not in the office yet, I have sent them several messages. I have not been on, or used, the site since April. Product_Or_Service: Online Legal assistance Order_Number: N/a Account_Number: N/a

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like every penny returned, which was either $324 for all 9 months, or if there was a FREE TRIAL FIRST MONTH (I am not sure), then $288 returned to my USAA account.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello, My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Our records show that you enrolled into the subscription program on 2/27/2014 however we did not receive a request to cancel your subscription until recently. We cancelled your subscription on 11/20/2014 and I assure you that you will not receive any charges from us unless you post another question on our site. Upon reviewing your account, I see that on November 20, 2014 we processed 9 refunds at $36 each for a total refund of $324 which covers the payments from March through November. The funds should be back in your account by now but please let me know if that is not the case. Finally, we provide our contact phone number as well as an email form on our help page here: http://ww2.justanswer.com/help. For your reference, the phone number for customer support is (XXX) XXX-XXXX. 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, Leila Customer Support Supervisor

1/7/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I asked about the value of an original Joni Eareckson sketch. I was charged $20. I emailed them at least 8 times. I never received an answer. I asked about the value of an original Joni Eareckson sketch. I was charged $20. I emailed them at least 8 times. I never received an answer.

Desired Settlement: Registered complaint with the BBB.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I was able to locate the email conversation you had with our customer support team and I see that we made an attempt to guide you back to your question on our site so that you could continue with the Expert. You mentioned responding to the Expert's last question however, upon reviewing your question page, I do not see your response. As a courtesy, I have processed a refund of your $20 payment and have added a promotional credit to your account that you may use to continue with your question. Since the credit is promotional it is not refundable but I hope you give us another try. I will send to you a separate email with your log in credentials and instructions on how to continue your conversation. 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, ***** Customer Support Supervisor

1/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Just Answer LLC provided a vague, general answer to a technical tax question on November 8, 2014. That made no referral to IRS rules or regulations. Just Answer LLC provided a vague, general answer to a technical tax question on November 8, 2014. That made no referral to IRS rules or regulations. I was charged a $5 deposit and $34 for a "good" answer. Despite the fact I pointed out that the answer was completely unacceptable in writing on their website, the have proceeded to bill me the full amount and made no effort to reverse their erroneous charges. When a "tax expert" declares a fact without reference to a single rule or regulation, I might as well ask my Barbour. Please ask Just Answer to refund my false billing and review their entire procedure for providing tax advice. What happened to me never happens from a real "A+" business. Thank you, **** *******

Desired Settlement: Just Answer can choose whether to refund their false charges or not. Until the company creates a new model or procedure for making sure that tax advice is properly referenced, they should not be giving tax advice at all.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you weren't satisfied with the answer your receive. We encourage our customers to let their Experts know if they aren't satisfied so that the Experts can work on a better answer. If you still need help, you may continue with the Expert at no additional charge. Unfortunately, I wasn't able to locate your account using the email address provided. Is there another email address you've registered on our site? If not, please let me know the first six and last four digits of the card that was charged so that I can locate your transaction. I assure you that I will only use this information to locate the account and resolve your concerns. Also, please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works I look forward to your reply. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company responds that it needs (publicly posted through this website)10 of the 16 digits to my credit in order to respond. A does it really do so much business in tax advic3e during november, that a review of its transactions on the site reveals no customer who is charged $5 then $ 34.95 and pulicly complains about the service on the website. Are transactions on this website for this amount so numerous and the number of direct complaints immediately after receiving "tax advice" really so vast that Leila cannot sort through the huge pile? I will call tomorrow with the partial credit card# the company has requested. Final Business Response /* (4000, 9, 2014/12/29) */ Hello ****, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. If you feel comfortable sharing your JA username or email address with me, I can have customer support reach out to you immediately. You can also email *******@justanswer.com as our customer support team is available 24/7 to help and responds within 6 hours. Please let me know if there is anything else I can do and please let me know when your refund has been resolved. Final Consumer Response /* (2000, 11, 2015/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company refunded 100% of false charges to my account. Why they bill disputed charges when the dispute starts 1 second after the advice is given and is all over their website remains a mystery. Why BBB rates a business model that even permits this A+ is also a bit of mystery. life goes on.

1/2/2015 Delivery Issues | Read Complaint Details
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Complaint: I was promised that if I paid their fee I would get a satisfactory answer to my question and I was not satisfied. I could not even understand it. The answer I received was too complicated to understand. When I told them I did not understand their reply, my problem was not addressed.

Desired Settlement: I want to make sure that my card will not be charged now or anytime in the future by Justanswer.com.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive a helpful answer to your question and for any confusion you may have experienced with our payment process. When a customer posts a question on our site, they are required to place a $5 deposit at the time of the posting and the balance of the question price is due once an Expert responds. The total deposit you've placed is $20. As a courtesy, I have processed a refund of your payments. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx May I ask if you still need help with your question? If so, please let me know and I will locate an Expert to assist you at no additional cost. Finally, I assure you that you will not receive a charge from JustAnswer unless you post another question on our site. If there is anything else I may assist you with, please reply to this email and I would be happy to help. Best regards, ***** Customer Support Supervisor

1/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: can not cancel account have tried to cancel my account have followed instruction on web site but end up with dead ends. there is not such page. have tried to contact web site by email they do not respond. have read reviews on site a lot of people are having the same problem. taking money from cards can not cancel and no phone contact. I do not know how this site got the rating.

Desired Settlement: I want my account canceled

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I sent an email to you on 12/5/2014 to confirm that you are not on a subscription, that your payment information was deleted from our site, and that your account has been closed. I believe we've resolved all of your inquiries but please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

12/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They took my credit card info, and signed me up for a subscription i dont want, and customer service is unreachable. I I was looking for legal information on line, there web page came up as offering free answers, when I asked the question they wanted to get my credit info for a subscription and said I had a one week free trial. When I later tried to cancel my subscription, I was unable to, the instructions the web page gave me did not match up with what I was dealing with. Although they offer contact with customer service with either email, chat or phone, everytime I picked phone it gave me email. I wasnt logged into email, so I wanted either chat or phone. Later when I loggewd into my email I saw one from there customer service who claimed he cancelled my subscription and charged me for every question, I have no idea what they charged me, and I asked questions such as how do I call you, whats your email address, several times, and just so you know when trying to locate a number to call Justanswer.com I saw many complaints against them, which you probably dont know about because they hide behind pearl.com, and on the website give you NO WAY to contact them. So you say they have 0 complaints thats wrong, and I hope that you fix that.

Desired Settlement: I dont want to be charged for my free trial and i dont ever want to be charged for any subscription. I want them to erase me. And of course I will never ask for any service from them

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I'm sorry for the problems you've experienced with our site. There are several issues here and I will address them all. Firstly, enrollment into our membership is completely customer initiated. JustAnswer never enrolls a customer unless they accept the offer. The offer you accepted was for a membership which comes with a free 7-day trial. This is explained on the membership offer and in our terms of service. Also, I've reviewed the cancellation instructions that we have available on our site and they are current. Please feel free to let me know what part of the instructions did not work for you and I will further investigate. Also, JustAnswer does not offer free answers, nor do we advertise this. We are a paid question and answer site as described during the question posting process and on our How it works page here: http://ww2.justanswer.com/how-justanswer-works I'm sorry that you had a difficult time reaching our customer support team. Our Contact Us page here gives customers the option to email, chat and call our help center. The option to call is available and we provide the number to our help center after you've selected the topic of your inquiry. See screenshots here: http://screencast.com/t/************ and http://screencast.com/t/********* I reviewed your email history with our customer support team and see that we received an email from you on December 1st and that we responded to you 30 minutes later confirming that we've cancelled your subscription and we also explained how our site and payment system works. I see that we received two payments from you of $5 and $31 and that both were refunded on December 1st. We also closed your account that same day. 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, ***** Customer Support Supervisor

12/24/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: System asked for my email password. Since I should not give out this information I had to cancel inquiry after being charged a $5 good faith fee. System asked for my email password. Since I should not give out this information I had to cancel inquiry after being charged a $5 good faith fee. Evidently there is a bug in your web system interface which seems to ask the customer for their email password. This caused me to not be able to complete my question or transaction.

Desired Settlement: Credit to credit card account for $5.00.

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. To log in, we ask for the email address (or username) that you have registered with our site and the password that you have selected for your JustAnswer account, not the password associated with your email account. JustAnswer never asks customers for this information. This is the log in screen for your convenience: http://screencast.com/t/************ I see that on 11/21/2014 we processed a refund of your $5 deposit. You should have received the refund but please let me know if you have not. 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, ***** Customer Support Supervisor

12/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I found the practice of taking a deposit then putting up a paywall very disruptive. I never did receive an answer. I just found the experience poor. I found the practice of taking a deposit then putting up a paywall very disruptive. I never did receive an answer. I just found the experience poor.

Desired Settlement: 22 Dollars

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Can you please share with me a little more detail about your experience? When posting a question on JustAnswer, a customer is required to make a deposit at the time of the post. Once an Expert responds to the question, the remaining balance of the question price is collected. I wasn't able to locate a recent transaction for you using your email address so I can't determine exactly what occurred. However, it sounds like you may have been charged the $5 deposit when you posted and when you went back to you question page, you received a request to deposit additional funds (the remainder of the question price). Is this what you experienced? If so, it sounds like there may have been a payment failure when we tried to collect the remaining balance of the question price. For your convenience, here's a screenshot of our payment page which describes our payment system: http://screencast.com/t/******** As mentioned earlier, I wasn't able to locate a recent transaction from you. If you've submitted a payment, please let me know if there is another email address that you registered on our site. If not, I can locate the transaction using the first 6 and last 4 digits of the card that was charged, or if you paid via PayPal I can use the email address associated with your PayPal account. I can assure you that I will only use this information to locate your transaction and further assist you with this concern. I look forward to your reply. Best regards, ***** Customer Support Supervisor

12/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Never suscribed to them. Charging my credit card W/o authorization

Desired Settlement: Need to refund my credit card

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Our subscription offer is customer-initiated and we never enroll a customer unless they've accepted our offer. I'm unable to locate your account and charges using the email address you've provided with this complaint. Please let me know if you've registered a different email address. If not, I can search for your account using your payment information. Kindly let me know the first six and last four digits of the card that was charged. I assure you that I will only use this information to locate your account and assist you with this issue. I look forward to your reply. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your help. For the consumer's sake please keep an eye on this agency; I do not trust them. Happy Holydays

12/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Did not provide any service I asked for technical help with my Acer C720 Chromebook . They said I would not be charged unless I was satisfied and unless I authorized payment . But they charged it to my credit card without providing any technical help and without asking my permission .

Desired Settlement: I will contest the charge to my credit card and refuse payment .

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for any confusion you've experienced with our payment system. Please let me explain how our site works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works As a courtesy, I have processed a refund of your $28 payment. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx May I ask if you still need help with your question? If so, I can look for an Expert to assist you. I have added a $28 credit to your account so that you may continue with your question, or you may use the credit toward another question on our site within 30 days. I hope that I have resolved your concerns to your satisfaction. Again, please let me know if you still need help with your TV question or if there is anything else I may assist you with. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: i asked the question whther a psychiatrist can order tests for vitaminD and was told an answer would be given in 9 minutes.iwas not told of charge i found just answer.com on the website. it said ask any question and your answer will be answered in 9 minutes. i put in my question and then i see that i would be charged before they answer my question. the question was can a psychiatrist order lab tests for vitamin d and cholesterol. i was not told that i would be charged before i asked that question. i told them i do not have a credit card after i had found out that i was to be charged. they wouyld not listen to me.

Desired Settlement: i feel this is false advertisement and they should be either taken off the website or be honest and tell the people there will be a charge and/or not charge for their response. and i would like an answer to my question can a psychiatrist be allowed to order tests for vitamin d if the medication is saphris and clonopin.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. We are a paid question and answer site and do not advertise that we are free. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. This information is relayed during the question posting process and a customer must acknowledge and accept this payment structure before their question is posted. You can also find this information on our How it works page here: http://ww2.justanswer.com/how-justanswer-works Since you did not submit a deposit, your question wasn't posted. In the interest of maintaining goodwill, I have added a credit of $20 to your account that you may use toward a question on our site within the next 30 days. Since this credit is promotional it is not refundable but I hope you give us a try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 9, 2014/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is ****** ******. i received a response from Just Answer and i dont agree with what they are saying. they say they dont advertise that they are free. well they dont advertise also that they charge before any person asks a question. that is not right and it is misleading to any person that goes to their website.i was asked by the BBB what i would like to see done. i will say it again. i would like them to change their advertising and include on the screen beforehand that the consumer is going to be charged and if they are not willing to do this then Just Answer should be removed from the website by the BBB. i would like a response from the BBB as soon as possible. Final Business Response /* (4000, 11, 2014/12/03) */ Hello, Thank you for your reply. JustAnswer informs all customers of the payment system before their question can be posted. As mentioned, this information is found on the payment page and customers cannot post a question unless they have reviewed and agreed to the payment terms. This information is also available on our How it works page here: http://ww2.justanswer.com/how-justanswer-works Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

12/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Asked medical advise of a Urologist. Reply came from a proported Board Certified Opthamologist. Wasobviously was not that of any medical professional. Date of occurrence is 10/07/2014. Payment of $53.00 is said to have been refunded yet no refund is evident. I would provide the entirely inept response, but upon complaint, the reply was immediately removed and non accessible. Phone call to company allowed only a message. No reply was returned. In matters of health and welfare, this website not only was inept to the point of being comical, but in such matters can be dangerous to the health of the person requesting information regarding health and welfare. The only response received was by email suggesting that a refund was transacted and objected to my assertion that my reply was not from a Certified American Physician. It further stated that their A+ rating with the BBC evidences the authenticity of their business status. The Better Business Bureau lookup evidences vast complaints, very few of which were resolved. I assert that not only are the services they offer as fraudulent but quite potentially highly dangerous as medical information is being disseminated by non professional entities. If the response was not removed immediately upon my complaint I would have attached it here as evidence of its ineptitude.

Desired Settlement: I make this complaint in an effort to have this company investigated and to have its BBB accreditation withdrawn before they provide advise that causes physical harm to a customer that accepts medical advise from a layperson who represents himself / herself as a Degreed Medical Doctor. Again, my UROLOGY question was replied by a person who according to the Just Answers website as a Board Certified OPTHIMOLOGIST IN ******* ********* No sufficient information was offered that would allow confirmation of accreditation. I wish nothing personally. I apply this complaint in hope that Just Answers is shut down before they harm or kill an individual by way of providing medical advise from a person that has no education to provide medical advise.

Business Response: Initial Business Response /* (1000, 6, 2014/10/15) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that you used our self-refund tool to process a refund of your $58 charge ($5 and $53 charges) on 10/6/2014 back to your card ending in ****. Please reach out to your card issuer to confirm the refunds and please reference these authorization numbers: XXXXXX and XXXXXX. If the card issuer is unable to confirm the refund, please let me know and I can schedule a conference call between you, your card issuer and our banking department to resolve this issue. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Sometimes when a question isn't answered immediately by an Expert we will open it up to Experts in related categories to see if they can help. We're transparent with customers about Expert credentials so that they can decide whether they're interested in working with that Expert or not. If a customer isn't satisfied with the help they received or the credentials of the Expert who replied, they can always ask the Expert to opt out of the question or reach out to customer service so that we can help in looking for a specific type of Expert. In your case, your question was opened to Experts in our Medical category which is comprised of a broader range of specialties. The Expert who replied to you should have opted out of your question upon receiving a bad rating. I'm sorry that was not done. Finally, I'm sorry that you didn't get through to a customer support agent. Our phone support team is available 6am to 9pm PST. I will follow up with our team to ensure that voice mails are returned in a timely manner. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 8, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contention remains that the person who responded was not a professional in the medical field. The danger is in placing people unqualified to answer questions and given a format to do so with Just Answers. I am not seeking a resolution. It is my wish that the BBB withdraws its accreditation before an answer provided from a non qualified "expert" at Just Answers does harm. The service I received was fraudulent. Last I looked, that is against the law, and not at all addressed in their response. In fact, Just Answers in their response are still referring to them as experts. I've asked for a reference as to the experts' identity for verification, but not responded to. No resolution is to be found in their response. Final Business Response /* (4000, 10, 2014/10/30) */ Hello, Thank you for your reply. As referenced in the disclaimer you've accepted to view the response from the Expert, posts are for general information, and are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. Due to our privacy policy, we are unable to share personal information of the Expert who replied to your question. For your reference, each Expert on our site goes through an 8-step verification process that includes credential verification, subject matter testing and profile screening. You can review the full verification process here: http://ww2.justanswer.com/expert-quality. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Final Consumer Response /* (4200, 12, 2014/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) In a previous response to BBB from Just Answers, they stated that verifyable information on the "expert" is available. Now they say they cannot provide that information due to privacy issues which further proves their intent to deceive. A disclaimer that warns any advise given should be verified with another professional makes this service rather pointless. How can the BBB continue to certify accreditation to this company?

12/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent email to: **************@pearl.com about a rude "Expert" a few min later i get kick off site, even-though i paided for service. No explanation I sent email to: **************@pearl.com saying:I love justanswer.com because the experts I encounter were always ''Top Notch Experts'' So I am shammed to say the first expert, I had to rate in a negatively. This letter is to give you a chance to fix this issue. This "expert" answered my question and did not have all information about my question. So he asked for more information of a non-related to question but more related to event which is normal in some cases. Responded giving him with information relating to event to prove my tires was effected incident I witness. Yet the original question was about how much stress or force, would my tires be exposed to. Most mechanics from my knowledge have very little or no knowledge about how to calculate or find variables in Classical mechanics mass, momentum, impulse, force, energy, angular velocity, angular momentum, moment of inertia, torque. He gave me his option, to pertaining to a 2WD vehicle, when my SUV is 4WD my vehicle. It is clear agenda outside of providing great advice, though he behavior very derogatory. Then he proceeded to maliciously harass me after I said "stop messaging" because his comments off topic. So I gave him my very first negative rating. At that point you site should allowed me to block him from contacting me and from the message going public. As a result, i had to continue to receive emails of his messages of his repeatedly defamed with off-topic comments of Harassment while being displayed for the public. I want at the very lease an apology.There was an "expert" by the name of *** that participated in Defamation by agreeing with derogatory comments. I want him also removed. few min later i get kick off site with no explanation. One of their expert harassed me and belittled me repeatedly. I complain and I get kicked off, it as if they promote the behavior.

Desired Settlement: all my money back inculding $46.00 USD and $16.00 they billed me on october 31, 2014. Nov 5, 2014 06:38:44 PST Transaction ID: 8KXXXXXXVPXXXXXXT Hello ****** *****, You sent an automatic payment to JustAnswer. Here are the details: Amount: $46.00 USD To: JustAnswer For: 46 USD Every 1 Month Customer service URL: http://ww2.justanswer.com/help Customer service email: *******@justanswer.com Automatic payment details Automatic payment number: ************** Amount to be paid each time: $46.00 USD Billing cycle: Monthly Payments start: Oct 31, 2014 Pay with money from: FIFTH THIRD BANK OF WESTERN PA Checking (Confirmed) ****** PayPal logo Oct 24, 2014 08:02:56 PDT Transaction ID: 8DXXXXXXUXXXXXXXH Hello Mercurypay Holdings Inc., You sent a payment of $16.00 USD to JustAnswer (****@justanswer.com) It may take a few moments for this transaction to appear in your account. Merchant JustAnswer ****@justanswer.com XXX-XXX-XXXX x0 Instructions to merchant You haven't entered any instructions.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the experience you had on our site. I've reported the Expert for their behavior as they should not have continued to engage with you after it was clear that you did not want their help. Also, the email notifications you received were not sent by the Expert. JustAnswer sends email notifications to customers when an Expert responds to their question. I assure you that I've turned off the email notifications for this question. You mention that you got kicked off of the site. Can you tell me more about what happened? Did you receive an error message? We do not ever prevent customers from using the site, nor do we terminate sessions based on rating or activity on the site, so I wonder if there was a site-wide issue that happened to occur when you were on. In reviewing your account, I see that on 11/20/2014 we processed a $46 refund of your subscription payment to your PayPal account and we have processed a refund of the other charges you've disputed through PayPal of $3.20 and $16. You should receive the funds in your PayPal account within 3-5 business days but it usually takes less time than that. In the interest of maintaining goodwill, I have added a credit to your account of $25 to use toward a future question on our site within the next 30 days. Since this credit is promotional it is not refundable but I hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

12/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I want to unsubscribe from the website "justanswer" but it won't let me Website is "justanswer". Thought I cancelled in september-went thru the process by clicking "no" to unsubscribe and closed the website. On October's bank satement I see a chargeof $26. Went back to the website and followed the insructions to unsubscribe. They were wrong. Had to figure it out for myself-very misleading! So I unsubscribed, cloed the page, opened the page and it difnt work! So this afternoon I tried again-same result-so I'm still subscribed. Sent them a very strong message that I wanted to unsubsribe & couldn't and wanted the website fixed! Now they have blocked me from getting in their website so I can try again. I wasn't wanting a refund for last month but since they blocked from trying to unsubscribe I want a refund of $26 for October's charge

Desired Settlement: Want a refund for for october's bill since I tried to unsubscribe in September and it wouldn't "take".

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I'm unsure of the steps you followed to turn off your subscription but the directions to do so can be found in our FAQ section here and they are the correct instructions: http://ww2.justanswer.com/help/how-can-i-cancel-my-subscription I have cancelled your subscription for you and assure you that you will not receive any further subscription charges. As requested, I have processed a refund of your $26 charge from October and, as a courtesy, I have also refunded your charge from November for a total refund of $52. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/11/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Asked for a refund for october and received one for november also. I'llcheck my bank to see if the refund really happened

11/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: hvac repair assistance was hooked up to a technician named ***** on oct 29 @ 6:40pm eastern standard time through justanswer.com connected with technician named ***** for repair assistance for my beckett oil burner furnace about the wiring paid a $5.00 security deposit and then the other $23.00 upon a reasonable solution for a total of $28.00 all together..we talked for about 6 minutes and he said that he didnt want to hurry things so he would email me and wait for the e mail and so i did for about 2 hours and no response ..i typed on the justanswer chat page where we were talking and it said ***** was offline and i had 4 minutes of time left out of the ten wich i paid for...they charged my visa cardholder in the name of ***** ******* for the 5 dollars that i know of at the moment and im assuming that they charged for the other 23 dollars that i supposibly owed them after my question was answered ...but ***** just left like an irresponsible human being ..what kind of service is that are they using my credit card while im waiting and ripping me off is that the scam ???? im very dissapointed nd completely upset i have no heat in the house and its suppose to snow this week nd was looking for a cheap solution to my problem instead i get screwed out of i dont even know how much money and a bunch of waisted time....

Desired Settlement: i want my $28.00 back including taxes with a five dollar pain in the *** charge tagged on the back besides the fact that my word of mouth will get around on the web and im gonna do all that i can to stop people from doing business with them

Business Response: Initial Business Response /* (1000, 5, 2014/11/07) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I wasn't able to locate an account using the email address that you've provided in this complaint. It sounds like you may have posted your question under a different email address or a guest account as we send email notifications to our customers anytime an expert replies to a question. If you could provide me with an alternate email address you may have used or the first 6 and last 4 digits of the card that was charged I will try to locate the correct account and determine why you didn't hear back from the expert. I look forward to your reply and hope to resolve these concerns. Best regards, ***** Customer Support Supervisor

11/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Promises to solve problem for a $38 I asked question & got a question from EXPERT when I answered that it wanted another $38 to get an answer Date of "service" was October 29, 2014. Question was how do I get my Palm Tungsten E2 back to the English mode instead of Graffiti 2

Desired Settlement: Refund amount charged back to my credit card NOW !

Business Response: Initial Business Response /* (1000, 5, 2014/11/07) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the trouble you've experienced with our site. It sounds like you may have tried to post your response to the expert as a new question on our site instead of adding it to your existing page as we don't charge an additional fee for follow-ups. I see that we processed a refund of your $38 charge on 10/30/2014 and you should already have the funds back in your account. If you still need help with your question I'd like to connect you with an expert so that you can get the help you need - free of charge. Just reply back to this email and I can get a new question started for you. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The web site says they will charge you another $40 if you're satisfied w/their service. They charged me the next day, never asked if I was satisfied. I paid the $5 deposit, which I agreed to, told them my problem, heard nothing until the next day, and from their responses, it was clear they weren't familiar w/iPad or iPhone, their expertise is Mac, so they didn't know, for instance, that Reset does not reset the iPad to factory settings. The day after I asked for help, they took out the additional $40 that was only supposed to be paid if they were able to help me. They never asked if I was satisfied, in fact it was clearly not resolved at all from my Qs to them. In the end, they said they would get on my iPad w/a TeamViewer remote iPad viewer to investigate but then refused to even do that and said I was suicidal and gave me the # of a mental health place. I believe my cyberstalkers, who have been doing this for many years, paid them to stop helping me. Whatever, they said the case was closed and never offered to return any or all of the $40 additional that was only supposed to be paid if they were able to help me. They did not keep their word and took off any ability for me to rate them or write a review on their site. So I decided to alert people here.

Desired Settlement: A refund, I would be happy w/$35.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you weren't satisfied with the help you received and for confusion about the payment system. Please let me explain how it works. When asking a question on JustAnswer, 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 once the question receives a response from an Expert, 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. This information can be found on our How it works page here: http://ww2.justanswer.com/how-justanswer-works Since you weren't satisfied with our service, I have processed a refund of your $45 payment. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx In the interest of maintaining goodwill, I have added a credit of $40 to your JustAnswer account that you may use toward future questions within 30 days. Because this credit is promotional it is not refundable but I hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) they gave me a total refund but only after much discussion and hassle. The BBB complaint helped, I think. I think in the end they did agree they didn't fulfill full satisfaction that is promised on their site. I think people need to know that they take the $45 (full amount, not the deposit) after they give 1 answer to 1 question. they don't ask if you're satisfied or even tell you they're taking it. I found out by checking my check account. Unfortunately, if you don't give 5 stars, the person who spent time responding to you doesn't get paid at all.

11/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I wrote asking how to upgrade my computer from Windows Vista to Windows 7. The answer was not at all helpful. My inquiry to JustAnswer.com was made on approximately July 22, 2014. It was answered by Carl L. on July 23, 2014. I had written asking how to upgrade my computer from Windows Vista to Windows 7. The answer was that it could not be done until the computer manufacturer issues a new service pack and that I should just wait until that happens (it has been 5 years since I bought the computer and the manufacturer still has not issued the service pack). For this advice, which did not offer any workable solution to my problem, I paid $47.00. JustAnswer advertises that they will return your money if you are not satisfied and if the request for a refund is submitted within 30 days. I did write them expressing my dissatisfaction with the answer immediately after receiving it, and had previously indicated that I would be willing to pay $5.00 for the information, but I did not specifically request a refund. I was not aware of the full cost until it appeared on my credit card statement. Unfortunately I was traveling when the statement arrived in the mail, so I did not see it until after the 30-day period.

Desired Settlement: Refund of $47.00.

Business Response: Initial Business Response /* (1000, 5, 2014/10/28) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you weren't satisfied with the answer you received. I wasn't able to locate any email inquiries associated with your Gmail address so, unfortunately, I'm unable to determine why you may not have received a response from us. If you'd like to provide me with another email address you used I can further investigate. As for your deposit, we do offer a 30 day money back guaranty if you're not satisfied with the help you received. Though your request is beyond 30 days, as a courtesy, I have processed a refund of your $47 payment. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx Of course, if you would rather contact us, we are more than happy to process your refund for you. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) ********* of JustAnswer states that she has processed a refund of my $47 payment. However, the amount I received was only $42. I find it disturbing that the above correspondence from "Leila" seems to be addressed to me, and yet I never received it, although they acknowledge having my email address. It is also disturbing that they claim have no record of a response to me. The following is a copy of my correspondence with the company. Customer Question I have an Emachines computer purchased in 2009. It originally ran Windows Vista, but was upgraded to Windows 7 using the online free upgrade. Recently it became necessary to re-install the OS, using the downloaded recovery discs. When this was done, the computer booted up in Windows Vista. I would like to upgrade to Windows 7, but when I try to access the MS Help page, I get a message stating that my Internet Explorer needs to be updated to IE9. However, when I try this, I get a message saying my system will not support IE 9. My present system is 32 bit. What do I need to do to get to Windows 7? Expert: Carl L Back when 7 first came out to correct all of the issues with Windows Vista, eMachines offered it as a free upgrade on qualifying systems by going to www.emachines.com/windows7upgrade which is no longer an active page. That free upgrade is no longer available and you'll have to purchase the Windows 7 Upgrade with Product Key. As for IE9, it is supported with both 32 and 64 bit versions of Vista but it requires that you have the Service Pack 2 installed. Complete all of your Windows Updates and it will eventually install SP2. Once it does, it will also install IE9 automatically and you'll be able to access the site that you are having issues with. Let me know if I can be of anymore assistance with this. Thanks! Note - following the above, I completed the JustAnswer customer survey and gave the lowest available rating to the service I had received. I then received the following correspondence. Expert: **** L I have no control over the Free upgrade so please don't punish me with a bad rating when I am only providing you with accurate answers. Customer: I do thank you for your answer, but I can not give you a higher rating, as it did not solve my problem. Basically,what you said is that the only solution to upgrading the Vista is to pay for a new Windows 7, and that the only solution to the failure of the IE update is to just wait until SP 2 is downloaded. This is exactly what would have happened in any case, so your advice was of no help. Regarding the SP 2, I have installed all updates that I have received and my query to the control panel states that no important updates are available. Note - I did not receive any further correspondence and the company subsequently billed me for the "service". Overall, although I am pleased to have received at least a partial refund, I do not feel that the company has been honest in their response to you nor in the handling of my complaint. ****** ****** Final Business Response /* (4000, 9, 2014/11/07) */ Hello, Thank you for your reply. I apologize for the oversight. The $5 deposit has also been refunded. 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. It sounds like there may have been some confusion about my initial response. I was able to locate your account and question but what I could not locate was a refund request from you. Giving a poor rating doesn't initiate a refund and customers must contact our customer support team with any refund requests, as it states on the site, or they may use the self-refund tool that is available in our help center here: http://www.justanswer.com/refund/refund.aspx Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 11, 2014/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for assistance - no assistance provided. Although I received responses about the charge I did not receive my paswo0rd info, so could not proceed. see abovr

Desired Settlement: refund my $28 and cancel any subscription that may have been.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Customers can reset their passwords using the Forgot password feature on the log in page of our site. I was able to locate an account under your Cox.net email address however, there hasn't been any activity on that account since 2012 so it sounds like your recent question was posted to another account. To locate the account, please let me know if there is another email address that you may have registered on our site or the first 6 and last 4 digits of the card that was charged. I can assure you that I will only use this information to locate the correct account and further assist you with this concern. I look forward to your reply. Best regards, ***** Customer Support Supervisor

11/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Advertised expertise at Autocad, expert to answer question. Instead asked me question ''what kind of software'' 7 hours later, discouraged my refund. On Oct 17, purchased question answering service from justanswer.com. They issued me an account number *******. This number is for your identification purposes, because I did not ask to be given an account number, only wanted to buy the answer to my question for $33 which is what was implied at their web site, and did not know that they sent it until now (at the time of filing this complaint). The web site told me that they had examined my question and that there was a technician on hand who had expertise particularly suitable to answer this question, ''How to erase a hatching'', and would quickly answer my question for $33. This was reasonable, so I agreed, and asked the question. But seven hours later their technician Wes, responded, not with the answer, but with a question on his own, ''What software is this?'' Justanswer.com had arranged a chatting service to chat until I was satisfied which I used to tell Wes that I was dissatisfied, because Justanswer implied that their tech would be answering my question, not starting a dialog by asking a question of his own. I further told Wes that I did not need to pursue a dialog to answer the question, because in the seven hours that had transpired, I had obtained my answer other sources. Pursuing his dialog that had begun with his question would be a waste of time. Wes agreed with my assessment of the situation and stated that I should be entitled to a refund of $33. There was an up-front charge of $5 for the service which I completely understand and seek no refund of the $5. Justanswer seems to have a process for applying for a refund that is obviously time consuming with the obvious purpose of discouraging a dissatisfied customer from receiving a refund and this discouragement is part of my complaint.

Desired Settlement: A refund of $33. They can just put it back on my credit card and let me know that they are doing it.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ Hello, My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that we were unable to connect you with an Expert in a timely manner but I'm glad that you were able to solve your issue. Sometimes Experts will ask for more information about questions in order to give the most accurate answer. Upon reviewing your question page, I don't see any reference to the software, Autocad, so that is most likely why the Expert had to ask you for that detail. Since you didn't receive the help you needed, I have issued a full refund of your question price, $38. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it up to 30 days after your payment was made by following this link: http://www.justanswer.com/refund/refund.aspx Of course, if you would rather contact us, we are more than happy to process your refund for you. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response particularly because the company refunded all of my money, so I have to be satisfied. However, they still seem to think that their technician had cause to ask me the type of software I was using. I think not because their web site responded automatically to the particular type of sofware that I was using as if this was one of the types that they covered. Therefore when I asked the question I did not think even for one second that I needed to say anything so fundamental to the question as the type of software. I surely thought that using the vernacular of the software was sufficient because the web site said that the technician was particularly suited to answer the question. I think that the company should look at this explanation as free information that I feel that I should give because of being satisfied with the refund.

10/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have spent an age trying to make contact with someone at Just Answer repeating my message many time in various boxes this morning. Some time ago I received poor service and the computer was on a worse state compared with when I contacted Just Answer. I kept on getting messages and indicated this but subsequently found that I had been billed for £26.

Desired Settlement: When this was noted I notified Just Answer requesting a refund but there is no evidence that this has occurred. I would appreciate you passing this message to the appropriate department.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. JustAnswer is happy to offer a 30-day refund guaranty, however, upon reviewing your account, I see that your deposit was placed over 30 days ago. Also, I reviewed your emails and phone calls with our customer care team in August 2014 and did not find any refund requests from you, nor any recent requests. Please let me know how you went about requesting a refund so that I may further investigate. As a courtesy, I have processed a refund of your £26. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your interest and also ***** who has agreed to the refund. As soon as I noticed the payment on the credit card I sent a message but this obviously was not relayed. When I made my second response it took a considerabekl time, perhaps because of the problems on the computers or the complexity of the site. Very sorry that my problems could not be resolved and I have been told by a local computer expert that all of my problems are caused by Micrtosoft ! You can imagine my thoughts. Sincerely **** *****

10/24/2014 Advertising/Sales Issues
10/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I wanted the free trial membership. But in order to get that i was told that i had to buy an answer first. Completely a bait & switch move. On Sunday Sept. 14th i saw an ad for a free trial membership with Just Answer. Once there i searched their entire web site looking for the free trial. After becoming frustrated, i gave them a call. In that call i was informed that the only way to get the free trial was to first purchase an answer to a question. So, i went to post a question. What i found really got me angry. I was told that i had to pay anywhere from $20 to $50 just to answer one question.So, in actuality i was being forced to pay a large sum of money to get the free trial. Pay for a FREE trial? That's a complete oxymoron. A blatant "bait and switch" maneuver. It's false advertising as well.

Desired Settlement: I would like to see Just Answer either actually make the FREE trial FREE. Or, have them remove that "false" offer. It's completely unethical. As well as predatory. Seeking those of us in expecting to be able to try the membership before i put up a monthly membership fee. But that "free" is just smoke and mirrors. Deceitful and luring for us to go to their web site and pay for that "free" trial membership.

Business Response: Initial Business Response /* (1000, 5, 2014/09/19) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the experienced you've had with our site. The free trial is an offer that can be obtained by enrolling into our subscription program. Upon enrollment, the first 7 days are free and the customer can post as many questions within those 7 days without being charged. Would you be able to share more information about the offer your viewed, such as a URL or screenshot, so that I may further investigate? I look forward to your reply. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unless I was told wrong on the phone, in order to be allowed the opportunity to request the, "free trial membership", one must first make a purchase. That purchase being the price of your first search or answer. I was told that no enrollment was possible without this first purchase. Which totally destroys the concept of it being a "free" anything. By forcing me to purchase something in order to receive your advertised "free trial" is completely false advertising. So, my question is, "can one be given the opportunity to receive the free trial membership without first purchasing their initial answer?" If yes is your answer then you need to let your operators know that. But if no is your reply, then you are committing a blatant act of false advertising. Thank you Final Business Response /* (4000, 9, 2014/10/05) */ Hello, Thanks for your reply. Only customers who use our site to post a question will have the opportunity to enroll into our subscription. JustAnswer does not advertise free trial offers of our subscription program. I'd be happy to further investigate the advertisement you saw if you'd like to provide me with a screenshot or a link. Best regards, ***** Customer Support Supervisor

10/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Requested refund for service and have been ignored completely. Refund policy states most are conducted within 24 hours, or 1-5 days. It's past that. I asked a question regarding the health of my dog and it took over an hour to receive a response. Stated response time is 15 minutes. Then, the response I received was not even in reference to my question. Requested refund within two hours of initial question. Site says most refunds are processed within 24 hours but may take 1-3 business days. It's been four days now. Resent request for refund and site now reads 1-5 business days. Emailed organization for assistance on the 29th and I have not heard anything. They will not respond and they have not refunded my monies as of the writing of this complaint.

Desired Settlement: I simply want my initial monies back. It is not a large sum of money - only $19 - but it is the principle of the thing. Holding my funds going on four days now when I requested the refund two hours after it the transaction occurred. This is just ridiculous.

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Upon reviewing your account, I see that you contacted us requesting a refund on 10/2/2014 and that we responded to you and processed the refund to your PayPal account on the same day. Kindly check with PayPal if your refund has not been applied to your account and reference your transaction number: 9RWXXXXXXBXXXXXXJ. In the interest of maintaining goodwill, I have applied a $20 credit to your account which you may use toward another question on our site within 30 days. Since the credit is promotional it is not refundable but we hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is untrue. I requested a response on the same day that I asked the question and was completely ignored. It wasn't until I wrote a sternly worded letter to the organization almost five days later, explaining that I had reported them to the Better Business Bureau, that they refunded my money. Yes, ultimately my monies were returned to me but it was not during the time frame they state on their website and it was not until I informed them of this claim to the Better Business Bureau. The above response from "Leila" is a complete fabrication of the events.

10/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i was informed thst there was a free trial and now they are charging me for this one time only question.I will not be using this site for any more. When I asked a question I was told that my question would be answered promptly ans i am still waiting for a reply. It has been at least several hours and still no reply. When I tried to access a phone number to speak to an agent I was unable to find the number. Tis is a very big disappointment to me and seems like a scam. i don't like to be taken advantage of.

Desired Settlement: Refund of 45.00 that I put on my Discover card.

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ Hello, My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. Upon reviewing your account, I see that the only charge made was $5 for the initial deposit at the time you posted your question. The remaining balance of the question cost is only charged once you receive a response from an Expert. If you've received additional charges please let me know the date and amount of the charge and I will further investigate. The $5 deposit was refunded to you on 10/3/2014 and can take 3-5 business days for the funds to be returned to your account depending on your card issuer's policy. Also, the subscription offer, which comes with a 7-day free trial, was presented to you after you posted your initial question and it is not retroactive which means that it cannot be applied toward the question posted before the offer was accepted. Our records indicate that you did not accept the subscription offer. In the interest of maintaining goodwill, I have added a $20 credit to your account that you may use toward posting a question on our site within 30 days. Since this credit is promotional it is not refundable but we hope you give us another try. Lastly, out customer support phone number is 888.862.9212 and can be found on our Help page here: http://ww2.justanswer.com/help 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/13/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I asked 1 question of JustAnswer in October 2012. I'm shocked I've been billed monthly as an unknowing 'member', totalling £756.They won't refund it. - Email address used: ********@talktalk.net ***** - Bank account my own ** F ******) with **** *** - One medical question asked on 18th October 2012. - It was not made clear on the website on that day that I was signing up for a 'membership'; I would not have done this since I used to be an academic and rarely need to consult others. As my question stated the enquiry about dermatitis was made on behalf of a friend who was suffering. - There was no contact with JustAnswer since "joining": no updates, renewal checks or reminders, which I would expect from any bona fide 'membership' organisation. -I have explained the situation to JustAnswer but receive only scripted messages, that they only refund one month's fee after notification. - I understand the website has been improved to make it clearer if/when a person signs up for membership - however i am cruelly caught in their old system yet they are unwilling to help me. - This is hard as I have had to retire, in fact it was only when reviewing my tight budget that I discovered these payments, no wonder I am short of money, having paid out £756. I really hope you can help. Very many thanks.

Desired Settlement: £756 pounds sterling

Business Response: Initial Business Response /* (1000, 7, 2014/07/18) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I've sent an email to both you and Ms. ****** regarding this issue as a follow-up to your email conversation with our customer support team. The offer you accepted on our site back in 2012 was for a monthly subscription program that came with a free trial. The details of the subscription and trial are shown on the on-screen offer. Furthermore, I have checked the email history for the email that was registered to this account and see that we sent an initial email back in July 2012 confirming the subscription and have sent a total of 18 additional emails in each month that followed informing you of the subscription charges. We offer a 30-day refund policy but, as a courtesy, I have processed 6 months of subscription payments for a total refund of £216. The funds will be returned to the card issuer, as you've mentioned that the card has since been closed, and you will need to contact the card issuer to determine how those funds will be returned or credited to you. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 10, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Leila, I acknowledge recepit of the partial refund but my original complaint stands, i.e. that I was not made aware that I had entered into any regular commitment. The remaining £540 is a great deal of money that was not elicited by straightforward means. As an academic I extremely alert to documentation and potential pitfalls and have not personally been deceived in this way before. I must also inform you that I received no emails about payments from my account therefore your company needs to check their records and, I suggest, ask 'subscribers' to confirm their knowing subscription. For my own sake as well as that of others who are less aware I do not accept that the sum returned is adequate since no subscription payments were made with my agreement, even if inadvertent or by default. I am pleased that you have changed your procedure but it does not address the malpractice since I neither asked for or received any service or benefit throughout the 18 months of deductions. Regards. Final Consumer Response /* (4200, 15, 2014/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) (I did respond to JustAnswer's contribution on 6.8.14 but I think it must have been lost on the BBB site, so this is a repreat.) Thank you very much for your continuing engagement with this matter. I have received from JustAnswer a partial refund but am upholding my original complaint, i.e. that I was not made aware I had entered into any regular commitment and did noy need or wish to. The remaining £540 was ALSO not elicited by straightforward means. As an academic I am highly alert to documentation and potential pitfalls and have not personally been deceived in this way before. I received no emails about payments from my account nor asked to confirm knowing subscription before providing the service. This is malpractice since £540 remains unaccounted for as I neither asked for or received any service or benefit from JustAnswer throughout 18 months of deductions; no subscription payments were made with my agreement. I require this matter be addressed IN FULL by JustAnswer for reasons of ethics and morality. Final Business Response /* (4000, 19, 2014/09/24) */ Hello, Thank you for your reply. It seems there is some confusion about the information I've shared with you related to our subscription. You mentioned changes to the site and subscription offer, however, the only thing different between the subscription offer you enrolled to and the offer today is the length of the free trial. When you enrolled in 2012 the offer was a monthly recurring subscription with a 30-day free trial and two options to decline the offer. I understand that some customers agree to terms that they haven't fully read or understood and later wish they weren't responsible for the terms to which they agreed, however that is not the fault of JustAnswer as the subscription offer is transparent and customers are given the choice to decline. As a courtesy, I have processed three additional refunds of £36 which will be returned to the card issuer. Again, since the card associated with these charges is closed, you will need to contact your card issuer to determine how those funds will be returned to you. The remaining charges are over one year old and we're unable to process the refunds back to your card issuer. We're willing to write a check to you a check for the remaining charges for a full refund of subscription payments but will need your full name and mailing address. Because your complaint is public, please send the information requested directly to me at *****@justanswer.com. Once I have received your information, I will request a check to be delivered to the address provided. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

10/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: JustAsk refuses to refund my 45.00 for *****'s brief answer to my question. I only gave her an ok mark for her answer, yet, she already took the fee. I was very concerned about my income tax status. "JustAsk" selected ***** to help me. The language of the options is very legalistic and confusing. It is obvious they just want to obtain your credit card number. When I called 9/26/14, the $45.00 had already been taken out of my debit account, into *****'s purse. My monthly income is 1250.00. 45.00 is my grocery money for the last week of the month. I am a senior citizen, not a lawyer. I suffer from long term depression and anxiety. Programs such as JustAsk market to those who do not know how to negotiate with slick customer service agents.

Desired Settlement: 45.00

Business Response: Initial Business Response /* (1000, 5, 2014/10/05) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site and that you weren't satisfied with the answer you received. JustAnswer is glad to offer a 30 day refund guaranty, however, it appears that your payment was made more than 30 days ago. We ask that customers rate their answers once they are satisfied so that the Expert can be compensated for their help. If a customer isn't satisfied, we encourage them to reply back to their Expert letting them know that they're unhappy so that the Expert can work on a better answer. Your payment to the Expert was made when you gave their answer a satisfactory rating, however, you may ask any follow up questions on your original question page at no additional cost to you. In the interest of maintaining goodwill, I can process a refund of your payment, however, before I do so, I just want to confirm that you no longer need help with your question. If you still need help, please return to your question page on our site and let the Expert know else they do to assist you. If you no longer wish to continue, please reply to this email and I will process your refund. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm satisfied with the response from JustAnswer. Thank you for your efforts, it's appreciated. Sincerely, ******* C. *********

10/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I submitted my question and I have yet to receive a response. I am worried that this is a scam. I submitted my question on Sept 9th at around 3pm. Today is Sept 10th at 9:30am and still no answer. The website state you can get a refund if you are not satisfied. I am definitely not satisfied and would like a full refund.

Desired Settlement: I am seeking a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/09/17) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I was able to locate an account under your Hotmail address but it has no questions or activity. It sounds like you may have established another account with us. Is there another email address that you've registered on the site? If not, please provide me with the first 6 and last 4 digits of the card that was charged or your Paypal email address if you paid via PayPal so that I can locate the question. I can assure you that I will only use this information to locate your account and further assist you. I look forward to your reply. Best regards, ***** Customer Support Supervisor

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: On Line computer answers promised. Expert identified as gone; did authorize an additional 10 minutes for total of $40. Screen showed a $70 charge. Date is Sept 9, 2014. After typing my question, I was instructed to reply to a certain expert (name not available now). I could not, as he was identified as having "stepped out of the chat". My $5 time of 10 minutes expired, and I authorized another $36. Still no one to reply to. I definitely did not o.k. the next charge, total of over $70 that showed on the screen. I feel the whole thing was a real scam.

Desired Settlement: I want full refund of any charges to the Visa card number I supplied. I received absolutely no service and feel this is an outright scam. The charges I did authorize were in anticipation of some helpful answer. It was impossible to answer the simple question I was asked, because the expert was still not available.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account I see that you have received a total of three charges: $5 initial deposit, $31 balance for the $36 question and $36 for the extended chat time. It appears that you selected the offer to extend your chat time by 10 minutes and approved the additional $36 charge as we never charge a customer unless they approve the offer. I see that the Expert replied to you about 2 minutes after you posted your question but was unavailable once you returned to your question page. Since you didn't receive the help you needed, I have processed a full refund of your payments. 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. In the interest of maintaining goodwill, I have added a credit to your JustAnswer account of $36 so that you may continue with this Expert and get the help you need. If you no longer need help with this question you may use the credit toward another question on our site within 30 days. Since this credit is promotional, it's not refundable but we hope you give us another try. 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, ***** Customer Support Supervisor

9/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have tried to cancel the subscription for 3 months both online and over the phone. Successfully cancelled last month still billed this month. I spent hours on line following the cancellation instructions only to never find the tab describe. I am very computer literate. I called three months ago and spoke to someone who said they could not help me but would have someone call me back. I never got a call back. I have continued to try to cancel on line and thought I had it figured we out last month finally only to get charged again this month. They have stolen 78 dollars from me. This is a scam do not sign up for this. I am so upset. I am going to have to dispute this with my credit card company. What a waste of time !! Thieves !!

Desired Settlement: I want my subscription cancelled immediately and permanently. I want a refund for the three months charges that I tried to stop but was unable to totaling 78 dollars

Business Response: Initial Business Response /* (1000, 5, 2014/09/17) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon review, I see that you have created two accounts on our site. The account associated with your msn email address has not had any activity since May of this year and the subscription under that account was cancelled on August 14, 2014. You mentioned the inability to cancel your subscription on the site. If you logged into the account under your msn email address after August 14th, that may be why you experienced trouble. However, you have another account under an @tonawanda.ny.us email address that was enrolled into a subscription and I see that the subscription was cancelled on September 16, 2014 and that we processed a refund of your payment from 9/12/2014. As a courtesy, I have processed two additional subscription payments for a total refund of $78. I can assure you that your subscription is cancelled on both accounts and that you will not receive any charges from us. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is very fair and directly and completely addressed my complaint as well as explained why I had difficulty. I am very pleased and would recommend this site.

9/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: charge me for 2 months at 34.00 each TIME and never delivered any answers and kept billing me I finally got them to kill my subscription good another email today and said they were renewing my subscription, cant seem to take no for an answer billed X-XX-XXXX billed 19.00 and 5.00 billed X-XX-XXXX billed 34.00 billed X-XX-XXXX billed 34.00 billed X-XX-XXXX billed 34.00 finally got them to kill the subscription which I never wanted on 7-26-2014 on X-X-XXXX I received an e-mail stating they were going to start my subscription again I called them and they said not to worry they don't seem to take no very well I want my money back and credit to my credit card thanks

Desired Settlement: good another email today and said they were renewing my subscription, cant seem to take no for an answer billed X-XX-XXXX billed 19.00 and 5.00 billed X-XX-XXXX billed 34.00 billed X-XX-XXXX billed 34.00 billed X-XX-XXXX billed 34.00 finally got them to kill the subscription which I never wanted on 7-26-2014 on X-X-XXXX I received an e-mail stating they were going to start my subscription again I called them and they said not to worry they don't seem to take no very well I want my money back and credit to my credit card thanks

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Hello, My name is ***** and I am with the customer support team at JustAnswer. I received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account and email history with our customer support team, I see that your subscription was cancelled on 7/26/2014. A customer care agent sent an email to you on 7/29/2014 informing you that your subscription was canceled and also gave information about reinstating your subscription should you ever wish to try our site again. This was information only and not an attempt to re-start your subscription. Also, I see that you received a response from an Expert regarding your consumer electronics issue from May but that you never replied to the Expert. As a courtesy and since it appears that you signed up for the subscription by mistake, I have processed a refund of your subscription charges for a total refund of $102. 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, ***** Customer Support Supervisor

9/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: nefarious sales practices. I asked 2 questions and agreed to pay $46 for the answers. Upon being asked to subscribe to their service, I ticked "not now". On their next page I discovered that I HAD to subscribe in order to continue toward the answer for which I had already paid. I agreed to subscribe, and immediately opted out of the subscription. I then was told that an answer to my question was ready and clicked to receive it. I was then directed to accept their policies prior to receiving the answer for which I had already paid. I began to suspect that I would be led down another path to subscription. I closed out my search and came here.

Desired Settlement: I wish to receive the answer for which I already paid, or, have my payment refunded. I want written assurance that I am not a subscriber to this "business."

Business Response: Initial Business Response /* (1000, 5, 2014/08/15) */ Hello, My name is ***** and I am with the customer support team at JustAnswer. I received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. The subscription offer is not required for use of our site nor to view the response from an Expert. The subscription offer modal offers two ways to decline: 1) clicking the Not now button or 2) clicking the red X button to close the offer. The pop-up window you saw when going to view the Expert's answer is a disclaimer that informs customers that the information provided by the Expert is, in fact, for information purposes only and not legal advice. The customer must read and accept the disclaimer to continue to the question page. There is no mention of a subscription in this disclaimer. To view the Expert's reply, please visit our site at www.justanswer.com, log into your account if you're not already logged in, and click the title of your question to open the question page. You will need to accept the disclaimer to view the response. Also, I assure you that you are not enrolled into a subscription and will not receive any charges from us. 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, ***** Customer Support Supervisor

9/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Service claims 100% satisfaction guarantee. I used the service, they did not answer my question. I am not satisfied. Refused to refund deposit. See above.

Desired Settlement: Full refund. Since they have over 400 complaints, I'd like to know why they still have a BBB certificate on their website, seems like BBB should have done something about this business.

Business Response: Initial Business Response /* (1000, 5, 2014/08/15) */ Hello, My name is ***** and I am with the customer support team at JustAnswer. I received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site and that you didn't receive the help you needed. I see that the Expert made an effort to continue helping by posting a few replies to your question page, however, there was no further reply from you. We're glad to offer a 30-day money back policy. Your refund request was made over 30 days from the date of the original transaction, so you are no longer entitled to a refund, however, as a courtesy, I have processed a refund of your payment. 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, ***** Customer Support Supervisor

8/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Just Answer has continually charged my VISA account for services when I terminated the agreement, Membership #XXX-XXX-XXXXX CA with them. The purchase date/problem date are no longer in my computer records. It was too long ago, probably two years at least. I told Just Answer after the two-week trial period I no longer wanted their service. I only used it once, to ask a veterinarian a pet health question. The charges continued on the VISA card, and I told Just Answer once again. At that time, I received an $18 credit, after all the months of charging me! Now, it has come to my attention that they have continued to charge me $18 a month, even after that single credit from them, acknowledging my cancellation. Since the first contact, our VISA card number has even been changed, and still this charge turns up every month. I do not even know how they acquired my new number. Can you stop Just Answer from this illegal practice and get my money back? I am tired of trying to deal with them. They are obviously using devious processes to take money online. Thank you for whatever you can do to help me. ***** E. ******

Desired Settlement: a minimum of $72 for membership fee since March 2014. I would much prefer to receive a refund of all charges, since the "two-week trial", as they amount to considerably more. My estimate is two years @ $18 per month, after notification.

Business Response: Initial Business Response /* (1000, 7, 2014/08/19) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that we have processed a total of 12 subscription payments over the last year and have requested a check for the remainder which you will receive by mail. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 9, 2014/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Today I received a check from them for 12 months of service, as compensation. This is actually more generous than I expected. I am very satisfied. Thank you for your kind assistance. ***** ******

8/19/2014 Delivery Issues | Read Complaint Details
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Complaint: My complaint involves personal information. I applied to be an "expert" and during the online application process I was asked for my passport number.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I don't think this number should be given out. I would like to know why they ask and what they do with it?

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. International applicants are required to provide their passport number as a manner of identity verification. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Lack of service & over charging. I had seen online while doing research a purchase.Advised experts waiting. Wrote info Expl. time restraints. Was told By C.S. 3 hours.Was charged $5 + $33 when answered. Wrote back in 3 hrs asking How much longer and was charged another $5 as 2nd quest. (waived by my complaint). 11 hours later I called CS in ******. no answer. after 7 e-mails & 5 calls was connected to an EXPERT,online only, would not speak to me to fully explain question. Back& forth with expert, several hours no answer.Advised them, Deal was Dead because of their inability to answer. 2 hrs later EXPERT e-mailed with answer. Tooo late. Now they apologized and answer is ready for a fee. Googled them and nothing but complaints of scam. Had to cancel Credit card because of posts where they billed peoples cardsup to a year later.

Desired Settlement: Down grade their advertised A+ rating with BBB. Broken deal potential $2400. Unrealized as I had to cancel as they did not answer in time I needed. Took them 21 hours to advise answer ready for addl fee.

Business Response: Initial Business Response /* (1000, 6, 2014/07/25) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive an answer in a timely manner. Although we cannot predict response time, most questions are answered in a timely manner - oftentimes within minutes. Upon reviewing your account, I see that you posted your customer service inquiry as a question on our site and not through our customer service help desk. This is why you received a charge for your customer service question. If a customer is not satisfied with the help they've received, we'd gladly offer a refund of your payment. I see that we processed a refund of your question deposit as well as the deposit you paid for your customer service question for a total refund of $10. I see that the Expert posted another reply to you but that you haven't viewed it. I'll provide her answer here at no charge to you: "These three companies...all appear to be less than legitimate. All three have numerous complaints lodged against them. IN all likelihood, your autographed guitar is a fake. Sorry to be the bearer of bad tidings.''' Also, I apologize that you weren't able to get through to our customer support phone center. Our business hours are 6am to 6pm PST and we offer email support 24/7. 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, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 8, 2014/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response was nothing but apologies thus admitting guilt. My complaint was "lack of service" that will always stand. No further action on your part is needed as I seek no financial damage. POINT MADE. Just Google them. I still do not believe they deserve an A+ rating...

7/28/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I paid for my question and when I went to my e-mail to view I was blocked X-XX-XX I paid for an answer to correct/fix my dacor oven and they blocked me from viewing my answer - I tried contacting them and they wanted me set up a new account for another $28.00. I am VERY Disappointed and feel that I was scammed

Desired Settlement: $28.00

Business Response: Initial Business Response /* (1000, 5, 2014/07/08) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I see that one of our Senior Customer Support Specialists sent an email to you on June 28th explaining what occurred. I'll share the same information here if you haven't viewed the email. On June 27th, your Expert helping with your Appliance question reported the customer service issue you mentioned in your conversation with him. When a question is reported for a customer service issue, the question page is automatically locked until a customer support agent can review the concern. Unfortunately, an agent wasn't able to review and unlock the page before you tried to access it but I do see that it is opened now. Here is a link to your page for your reference: ***************************************************************************** I have processed a refund of your $28 payment. 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'm unsure whether you still need help with your question or if you are interested in viewing the Expert's response at this time but in the interest of maintaining goodwill, I have added a credit to your account of $28 so that you may continue your conversation. If you no longer need help, please let me know and I will close the question and you may use the credit toward a new question on our site within the next 30 days. Since the credit is promotional it is not refundable but I hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

7/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Provide payment for advice & information to repair computer problem -paid for service- never received answer.customer service failed. Just answer question online for computer advice help Page prompts to hold credit card info for satisfied. they took full payment & had no response. Contacted JustAnswer multiple times & same response. They ask for card # (partial) ,date and transaction amount. which i give them & Just answer refuses to credit. failure of there payment policy,failure of there customer satisfaction policy, fraud.

Desired Settlement: $24.00 credit back to account

Business Response: Initial Business Response /* (1000, 5, 2014/07/08) */ Hello, My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I see that we processed a refund of your $24 charge on 6/27/2014. Upon reviewing your concern, I see that there were some issues locating the correct account as your have 4 different accounts with us. The customer support team requested additional information from you only for the purpose of locating the correct account and further assisting you with your concern. Your recent computer question was posted under the account associated with your liftec.com email address so when the Expert responded to your question two minutes after you posted it, we sent an email notification to the liftec.com email address. Were you able to check this email for our notification? In addition to sending an email notification, we also show an on-screen message that tells customers that an Expert has responded. Furthermore, please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works If you still need help with your question, as a courtesy, I have added a promotional credit to your account of $24 so that you may continue. Here is a link to your question page for your reference: http://www.justanswer.com/computer-hardware/8is22-dell-dimension-8400-blue-screen.html Since the credit is promotional it is not refundable but I hope you give us another try. Be sure to log in using your @comcast email address. If you need to reset your password you may use the Forgot Password link on the log in screen. 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, ***** Customer Support Supervisor

7/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: been charged $25.00 a month for the last year without my approval. I have been unable to stop this, nor did I approve if this. Refund, stop charges never agreed to continuis monthly payments. I want it stopped, unable to do on website, and refundedn$25.00 x 14 months.

Desired Settlement: $25.00 x 14 months.

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. JustAnswer never enrolls a customer into a subscription unless the customer selects to option to enroll. I wasn't able to locate an account under your @firstsolar.com email address. Please let me know the first six and last four digits of the card being charged. I can assure you that I will only use this information to locate the subscribed account and further assist with this concern. I look forward to your reply. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need an email address as I do not want to send credit card information over the web site. Final Business Response /* (4000, 9, 2014/07/08) */ Hello, Thanks for your reply. I can understand your concern. Please feel free to send your information to me directly at *****@justanswer.com. I look forward to your email. Best regards, ***** Customer Support Supervisor

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ask question and get answer BEFORE payment and pay when satisfied. ** tried to charge me before my matter resolved. I asked a question this afternoon on JustAnswer and to my understanding, there was a 5 dollar hold just to ask the question and when it was answered I would pay the rest of the amount owed. I paid that. ** apparently has tried to charge me the full amount BEFORE my questions were answered and I was still providing information. Rules say I do not pay more than 5$ until I am satisfied with my answer but I'm getting charged before I've barely got any help toward resolving my matter. Now I go to check my questions and they're telling me to cough up my money just to view what the person has said. I'm not paying the full amount before the matter has been resolved.

Desired Settlement: Either I would like a refund of my 5 bucks or to finish my interaction with the professional answering my question before I'm being forced to pay a full amount for a service I haven't even fully recieved.

Business Response: Initial Business Response /* (1000, 5, 2014/06/24) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. A summary of this process can be found on our site here: http://ww2.justanswer.com/how-justanswer-works. I have also included a screenshot of the payment page which shows the $5 deposit required at the time of the post and that the remaining balance is due when an Expert responds. An Expert responded to you about 30 mins after you posted which is why we attempted to charge the remaining balance. ************************************ If you'd like to continue with the Expert, please return to your question page on our site. You will be prompted to pay the remaining balance of $23. You can rate the Expert's answer and submit your payment to them once you've received the help you need. 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, ***** Customer Support Supervisor

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized monthly charges for last 4 months February 2014. Justanswer had been charging me monthly for the last 4 months without my authorization. I just noticed that in my card statement by chance as I haven't used that card in a long time.

Desired Settlement: I am wondering how they have A+ credit rating when they are running a fraudulent operation charging cutovers monthly without authorization

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. JustAnswer does not enroll a customer into a subscription unless the customer accepts the subscription offer. I'm unable to review your account to determine details of the enrollment as the email address you've used for this complaint is not affiliated with any of our accounts. Please let me know if you've registered another email address on our site. If not, kindly provide me with the first six and last four digits of the card that was charged so that I may locate the related account. I can assure you that I will only use this information to locate the account and assist you with your concerns. I look forward to your reply. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) first X: XXXXXX last X: XXXX Final Business Response /* (4000, 9, 2014/06/19) */ Hello, Thank you for your reply and for providing your payment information. I was able to locate an account and see that the credit card was used to post a tax question on our site on 2/28/2014. The person who posted this question also enrolled into a monthly subscription program at $16 per month. I see that we processed a refund of all (4) $16 subscription charges on 6/11/2014. You should have already received the credits but let me know if you have not and I can provide you with reference numbers for the refunds. I can assure you that the subscription has been cancelled and you will not receive any recurring charges from us. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: WAS GIVEN OPTION OF A MONTHLY SUBSCRIPTION. READ TERMS AND CHOSE YES FOR THE SUBSCRIPTION. WAS NOT PROVIDED WITH THE ANSWERS TO MY QUESTIONS. AFTER SUBMITTING 1 QUESTION, WAS GIVEN OPTION FOR A MONTHLY SUBSCRIPTION OF 5 QUESTIONS, BUT CAN HAVE UNLIMITED QUESTIONS DURING THE FIRST WEEK TRIAL PERIOD. I SUBMITTED 5 MORE QUESTIONS. THE PROFESSOR I WORKED WITH ON THE 1ST QUESTION STATED HE ANSWERED 2 MORE QUESTIONS, BUT CUSTOMER SERVICE LOCKED THE ANSWERS (AND HAD LOCKED THE OTHER 3 QUESTIONS). CUSTOMER SERVICE TOLD ME 1ST THAT MY QUESTIONS WERE A DUPLICATE. THESE WERE 6 INDIVIDUALLY POSTED QUESTIONS WITH VERY DIFFERENT WORDING AND COULD NOT BE MISTAKEN FOR DUPLICATE. THEN THE REASON FOR LOCKING WAS THAT MY SUBSCRIPTION DID NOT COVER THE HOMEWORK CATEGORY. I EXPLAINED THAT THESE WERE POSTED UNDER FINANCE QUESTIONS AND NOT HOMEWORK AND SHE SAID MY SUBSCRIPTION WAS CANCELLED. I EXPLAINED THAT THE TERMS ONLY STATED THAT I COULD NOT USE THE INFORMATION COMMERCIALLY. SHE REFUNDED MY MONEY. WHEN SEARCHING THE COMPANY ONLINE BY THEIR NAME, THERE ARE HUNDREDS OF NEGATIVE POSTS ABOUT THE COMPANY. HOW DO THEY HAVE AN A+ RATING WITH BBB WITH SO MANY OBVIOUSLY NEGATIVE REPORTS ABOUT THEM?

Desired Settlement: I THINK THEY SHOULD LOSE THEIR A+ RATING WITH BBB. THEY OBVIOUSLY HAVE POOR SERVICE AND DO NOT FULFILL THE TERMS OF THE AGREEMENTS.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for any inconvenience you've experienced with our site. Your questions have been deemed by the Experts on our site as homework questions even though they have been posted in another category. The subscription does not cover the homework categories which is why your questions have been locked. Here is a link to our FAQ which lists the categories that are included under the subscription: http://ww2.justanswer.com/help/can-i-ask-question-any-category-using-my-subscription Also, please review the Restricted activities section of our terms of service here: http://ww2.justanswer.com/terms-service-0#useraccounts Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information should be given prior to obtaining a subscription. I was offered a subscription after posting my first question, which was the same nature as the next 5 questions. This question type is not listed in any restricted activities. The company cancelled my subscription with the answers already locked in, so the experts had already done the work; I just couldn't get the answers. The cancellation occurred at night, but I was unable to speak with anyone about my problem until the following day. They do not follow their contract agreement plain and simple. Final Business Response /* (4000, 9, 2014/06/19) */ Hello, Thanks for your reply. When accepting the subscription offer the customer also acknowledges that they have read and agree to our terms of service. We do not offer subscriptions to customers asking homework questions, however, your initial homework question was posted under an incorrect category which is why you received the offer. Should you need help from a tutor, you may continue to use our site on a pay-per-question basis. Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

7/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I contacted JustAnswers for tech support because my Yahoo email inbox could not be used. They did not fix it and yet charged my credit card anyway. My Yahoo email inbox suddenly had close to 3,000 old messages in it and was unusable. I contacted tech support at JustAnswers and was to talk to them later in the day about a solution. They told me they would "walk me through it". But since I could not use my email I could not contact them and they could not contact me that way. However, I had left my phone number when I signed up, so I expected them to call me, but they never did. Instead they charged my credit card $47 ($5 initial fee + $42 I guess for supposed work done). I am a 73-year-old veteran retired from working 43 years in the US military-aerospace industry. I sent JustAnswer an explanation of all this and demanded my money back. They could have fixed my email without "walking me through it". In any event, I should not have been charged for services not received. I had to "fix" it myself, by slowly crawling through all the messages in the inbox, which seemed to come from my storage folders. I looked on-line about JustAnswer and it has been called a scam. I wish I had looked there before I was taken in by them.

Desired Settlement: I simply want the money put back into my credit card account because I received nothing from this company (JustAnswer). I want this settlement because it was entirely their fault that the transaction was not completed. They had to contact me, via phone, since my email was broken. That was the problem to be fixed, so of course they knew that they could not contact me that way.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site and that you didn't get the help you needed. The JustAnswer platform allows customers to converse with Experts via the question and answer feature on our site. Private information, such as phone numbers, are generally removed from question pages. Also, I can assure you that we're not a scam. It sounds like there may have been some confusion about our payment system, please let me explain how it works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. I'd be glad to process a refund of your payment, however, the account associated with your email address shows no recent transactions which means that you have another account with us. Is there another email address that you registered with our site? If not, please provide me with the last 4 digits of the card that was charged and I can locate your account using that information. I can assure you that I will only use this information to find your account and process a refund of your charge. I look forward to your reply. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the business if they refund my payment beyond the "good faith" deposit, which was $5. The rest was to be charged if I was satisfied, which I was not. They asked for the last four digits of the credit card used and those are ****. I'm assuming I can get that to them by putting it here. If I need to respond somehow directly to the business please let me know. Thank you for your help. Business Response /* (1000, 11, 2014/06/18) */ Hello ********, Thank you for the information. We were able to locate an account and the charges. It looks like **** came on the site and never logged into his account and posted the question to a guest account on the site, which is why he never got an email notification of the answer because there was no email address that he had entered. We've gone ahead and merged the accounts together and issued a refund for the charges. He should also receive email notifications of the refunds being processed as well but you might want to touch base with him if you're in contact with him through your dispute department. Let me know if you need anything else. Regards, **** **

7/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I did not authorize this withdrawal from my account: 06/08/2014 Withdrawal Debit Signature / JUSTANSWER *MEMBERSHP XXX-XXX-XXXX CA Date 06/08/XX XXXXX My question was a one time question only and Just Answer has debited my account again without my permission.

Desired Settlement: The question answer was of no use to me. They had no different information to offer me than my complaint. ******* *** ***** Student Teacher

Business Response: Initial Business Response /* (1000, 5, 2014/06/12) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion with our site. Upon reviewing your account, I see that you activated the subscription program on April 1st, 2014 The charge from June 8th, 2014 is for the subscription. I can assure you that we never enroll a customer into the subscription program unless they accept the offer. As a courtesy, we processed a refund of your subscription payment on June 10th, 2014 and your subscription was cancelled the same day. 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. With regard to the two questions you posted, I see that you received replies to both. One Expert asked for more information but it appears that you never viewed their reply and you engaged in conversation with the other Expert and gave them an Excellent rating. In the interest of maintaining goodwill, I have added a promotional credit to your account of $25 that you may use toward a question on our site within 30 days. Since this credit is promotional it is not refundable but I hope you give us another try! Please let me know if there is anything else I may assist you with and I would be happy to help. Best regards, ***** Customer Support Supervisor

6/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I tried to get an answer about a car repair issue. I ended up with two $48 debits and one $3 debit to my bank acc9ount and still no answer. I did not know after paying a one time $3 fee that each month on top of the $3 a paid for an answer each month they would charge me another $48 and still no answer. This company assumes that no one will complain about $48 a month fee. When i called to complain, they argued that I could still get an answer that was not supplied back in May. I am hoping that they don't keep charging me $48 a month for a subscription that I cancelled. I just want my money back.

Desired Settlement: my $99 back.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. It sounds like you may have paid to view a question posted by another customer which typically incurs a $3 charge and that you enrolled into our monthly subscription program at $48 a month. I was able to locate a JustAnswer account registered to your AOL email address, however, that account has no activity or charges tied to it. If you received charges from us, it means that you have another account. Did you register a different email address on our site? If not, please provide me with the first 6 and last 4 digits of the card that was charged and I will try to locate your account using that information. I can assure you that I will only use this information to find the related account and further assist you with your concerns. I look forward to your reply. Best regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) **********@verizon.net email address

6/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 5/28/14, provided my MasterCard acct# for promised appraisal of items & provided all required info & photos. I received absolutely nothing back. On 5/28/14, I submitted my MasterCard account number to JustAnswer.com in exchange for an appraisal of several personal items at a cost of $18.00. At the request of their self-described "expert," I provided all required descriptive details and online photos of the items. They withdrew the $18 from my Banner Bank checking account through my MasterCard account on 5/30/14 (initiated by them on 5/29/14), in increments of $5.00 and $13.00. I received absolutely nothing in exchange for that payment and their "expert" never confirmed receipt of any of my information or photos. I have requested a refund, but nothing has happened so far. Their online system smacks of a scam and their is no way to know that your personal photos have been received after they're submitted.

Desired Settlement: I expect a prompt refund - unless they promptly provide the detailed appraisal from their "expert" as promised.

Business Response: Initial Business Response /* (1000, 5, 2014/06/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I see from your comments on your question page that you tried to send you photos to the Expert by email but that you experienced difficulty with the email address provided. I have checked our email system and we are continuously receiving emails to that email address. I'm unsure why your email didn't come through - perhaps there was a file size issue? Also, when we receive photos from a customer, we always send a confirmation email back letting them know that the photos have been received and forwarded to their Expert. Upon reviewing your account, I see that you used the self-refund tool on 5/31/214 to process refunds of you $5 and $13 payments. 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. In the interest of maintaining goodwill, I have added a promotional credit to your account of $18 that you may use toward another question on our site. If you still need help with your antiques question, you may try emailing your photos directly to me at *****@justanswer.com and I will locate an Expert to help you. 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. Warm regards, ***** Customer Support Supervisor

6/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I registered for a free trial month, but they started charging my credit card on a monthly basis because i did not "cancel" my subscription. They provided great service during my free month, i provided tips to their experts for good answers, but I never said I wanted to continue the service. It is unethical to set the whole "free month" thing up as a way to charge people who did not realize they would be automatically charged once their "free trial" was up. Refusing to refund these charges is simply a way to taking money from people for nothing: this is certainly not what businesses are suppposed to be about. Businesses should only be making money for providing services.

Desired Settlement: I have been charged $68 a month for two months that they refuse to refund me for, saying their 30 day guaranteed refund policy only allows them to refund the current month. I agree that refunds for poor service should only be for the current month, but refunds for being charged for something you never asked for is another matter.

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our subscription program. A customer is only enrolled into our subscription if they accept the offer. The offer that you signed up for was a recurring monthly subscription that comes with a free 7-day trial. Here is a screenshot of the type of offer we provide: ********************************* As a courtesy, I have processed a refund of your subscription payment from 4/6/2014. 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. Warm regards, ***** Customer Support Supervisor

6/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Service not provided and they tried to bill my credit card. I had to cancel my card I asked a question about my TV. It states to put up a good faith deposit of $5, and if you are satisfied with the answer then you will be charged $23 more. I never received an answer before they attempted to charge my card the remaining monies. They mislead people into putting in their credit card information without giving them a chance to be satisfied or not.I received an email saying they needed the rest of the money to get an answer. This is unacceptable. I never had the chance to be satisfied with the answer before being charged. I never received an answer at all!

Desired Settlement: I want my card refunded the initial deposit of $5. And I feel like they need to explain to future users of this site that they will charge you the full amount before you get an answer. This is misleading.. This is what is on their page. 1. Ask a question Enter your question, and create a user account. 2. Name your price Place a refundable good faith deposit. 3. An Expert answers, often within minutes, usually within a few hours JustAnswer will send an e-mail notifying you of any answer or request for information from an Expert. 4. Rate the answer A positive rating pays the Expert and tells us you're happy. If you got great service, consider adding a bonus. That's all. We guarantee your satisfaction. This is misleading.

Business Response: Initial Business Response /* (1000, 6, 2014/04/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. The $5 deposit is required at the time the question is posted and the remaining balance of the question price is charged once an Expert response. Here is a screenshot of the payment process that is located on our payment page: ************************************ The deposit remains in your JustAnswer account until you are satisfied with the Expert's answer and rate the answer as satisfactory. I see that we processed a refund of your $5 deposit on 4/23/2014. Do you still need help with your television? If so, in the interest of maintaining goodwill, I'd like to re-post your question for you so that you can get the help you need - no charge to you. Please let me know if you'd like me to proceed in re-posting of if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 8, 2014/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes my $5 was refunded. But I never received an answer before the company tried to bill another 23.00. I even have an email stating that they are sorry that they could not find an expert to answer my question. No, I do not wish to ask anything else on this site. I ended up paying another $5.00 for a replacement card because of this. As stated I would only be charged AFTER and expert answered my question. I feel like I was deceived and wonder how many other people will also be. Your policies need to be explained in detail. Here is a copy of an email on X-XX-XX by your company..............Hi *******, We are very sorry that your TV question was not answered. Unfortunately, we could not find the perfect TV Technician to answer your specific question. Please know this is rare and we are committed to providing 100% satisfaction with our service and encourage you to ask another question. We value your business and really want you to get the help you deserve. Ask Another Question.............................. So what gave you the right to charge my card when I never received an answer? Final Business Response /* (4000, 10, 2014/05/08) */ Hello, Thanks for your reply. An Expert replied to your question 7 minutes and 51 seconds after you posted it. This is why our system attempted to collect the balance of question price. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (4200, 12, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive an answer to my question, I was asked where I bought my bulbs and how much they cost, and that would help the "Expert" answer my question. You do not answer a question with a question. And this does not explain the email your company sent on X-XX-XX stating that they could not find an Expert to answer my question and would I like to ask another......So how can you say that an expert answered my question, yet send me an email stating that they didnt? Also how do you really expect that by asking me how much and where I bought my bulbs, constitutes you charging my card without me saying I was satisfied? It does not and is wrong. You deceive people with your GOOD FAITH $5.00 deposit and then try to charge before an answer is given. If you can see that he asked me that question in that period of time, then you also can see the email sent to me on the 25th. Explain to me and we can end this madness, why you feel its right to say, " you wont be charged unless you are satisfied with our experts answer" yet the answer was in the form of a question and no I was not satisfied to be charged more money because I NEVER RECEIVED AN ANSWER, only a question. And receive an email saying that you could not find an Expert to answer my question!! Ive read your terms and conditions and it states clearly UNLESS YOU ARE SATISFIED.....

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Company is fraudulent, gave away my credit card information to other parties multiple charges where maid I tried to ask a question yesterday 5/14/2014 I was asked for my credit card information in witch $5 dollars where to be charged and then another 33 charged once service help was complete today 5/15/15 they charged me $33 I also now have multiple charges from different places I am certain that they passed on my credit card information when I try to cancel all services on their web page it wont let me I called and they don't answer this web site is a scam. I would like my full refund account closed with them and all my information erased from their data base

Desired Settlement: Full refund, close all account with them discard all my personnel information

Business Response: Initial Business Response /* (1000, 5, 2014/05/20) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I'm sorry that you experienced fraudulent activity on your credit card. JustAnswer never shares or sells any personal information of our customers. I understand your credit security concern, but I can assure you that using a credit card on JustAnswer.com is completely safe because we use a Secure Sockets Layer (SSL) to encrypt credit card transactions. You can see proof of this security in your browser window. There will be a security logomost often an image of a padlockat the beginning of the browser's address bar, which is how the browser signifies that information exchanged on the webpage is being protected. Our complete security and privacy policy can be found on our Privacy page: http://www.justanswer.com/privacy.asp As a courtesy, I have processed a refund of your $36 payment and have closed your account. Also, I'm sorry that you were unable to reach our customer support team. We are available 24/7 at XXX-XXX-XXXX and via email at *******@justanswer.com. 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. Warm regards, ***** Customer Support Supervisor

6/5/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I began a subscription stating it would cost $39.99 per month. Within 14 days they have took $136.00 from my debit card. I began a subscription to "JustAnswer.com" by asking a question for $39.99 for a month subscription you could cancel at any time. This began on May 16.2014. I canceled online today, May 30.2014. They have already robbed my debit card over $136.00. I have requested a refund and canceled my subscription. I tried to call but was directed to leave a message. I am very upset. Please help. ******** *****

Desired Settlement: I want a total refund for all the money. I will accept the responsibility for the $39.99 original cost for question and 30 subscription; but none of the additiional miscellaneous charges. Sincerely ******** ***** XXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. Upon reviewing your account, I see that your subscription was for $32 and that we processed a refund of that payment today. 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. According to our records, we have charged you a total of $64 (see transaction list below). I am unable to locate any additional transactions. Please review your bank statement to confirm your charges from us. If there are additional charges not listed below, please let me know the date and amount of the charge as well as the last four digits of the card that was charged so that I may further investigate. SubscriptionPayment for $32 on 5/23/2014 8:07:57 AM - Refunded QuestionRemainderDeposit for $27 on 5/16/2014 10:11:13 PM - Captured QuestionPartialDeposit for $5 on 5/16/2014 10:05:32 PM - Captured 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. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for clearing this matter up. I have received the refund of $32.00 today; and the other I understand is my responsibility. I see that 2 of those transactions were separate "pending posts", not sure they doubled the posts but everything has been cleared up. Thank you very much; and Thank you BBB. ******** *****

6/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: CHARGED FOR A SERVICE I NEVER RECEIVED. TOLD I WOULD NOT BE CHARGED UP FRONT. I NEVER RECEIVED A RESPONSE TO MY QUESTION AND WAS CHARGED THROUGH PAYPAL FOR 36.00. I WAS TOLD I WOULD HAVE AN OPPORTUNITY TO EVALUATE SERVICE PRIOR TO PAYMENT. WHEN PRESSING THE BUTTON "GET MY ANSWER NOW", IT TOOK ME TO ANOTHER PAGE REQUESTNG MY TO SELECT WHICH MONTHLY SERVICE I WANTED TO ENROLL IN. THIS INFORMATION WAS CONVENIENTLY LEFT OUT UP FRONT. I ATTEMPTED TO GO BACK TO THE PREVIOUS PAGE BECAUSE I KNEW I WAS BEING SCAMMED. UNFORTUNATELY IT TOOK ME TO A PAGE THAT STATED "OOPS WE HAVE ALREADY PROCESSED YOUR PAYMENT. THIS IS NOT THE WAY A COMPANY SHOULD OPERATE. VERY UNHAPPY!!! ADDITIONAL DETAILS: Case is being handled by another organization: PAYPAL

Desired Settlement: I NEVER RECEIVED THE SERVICE AND WAS MISLEAD UP FRONT. I WANT MY MONEY REFUNDED AND WOULD LIKE OTHER CONSUMERS TO BE AWARE OF THIS SCAM

Business Response: Initial Business Response /* (1000, 5, 2014/06/05) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. This payment process is displayed to the customer on the payment page of the question posting process. A question is not posted unless the customer confirms their payment details and accepts the terms. This information is also found on our How it works page here: http://ww2.justanswer.com/how-justanswer-works Upon reviewing your account, I see that your $36 PayPal payment was reversed. You should have received the credit back to your PayPal account but please let me know if that is not the case. 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. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */ This issue was resolved yesterday. Just Answer issue a refund for the 36.00 they inappropriately charged me for a service I never received. This standard practice for this company. They attempt to trick you into selecting a monthly membership that will automatically charge your card or paypal monthly. There is no way to avoid this selection. The BBB should investigate their process because it is a scam. This is not my opinion but the truth. Investigate and you will see for yourself. The DO NOT deserve an A+ rating by your company. It is truly misleading to the end user. Thank you ****** *******

5/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I paid for technical advice but my credit card has been billed for a monthly $40 "membership" that I did not knowingly agree to, a subtle scam. On 01/04/14 I contacted JustAnswer.com for advice on a problem with my furnace, it was the first time I used their services and was pleased with the results, but it was a one-time call. I was billed $5.00 and $25.00 on 01/04/14 and $10.50 on 01/08/14, a total of $40.50 which was a reasonable amount for the advice. However, I was also billed $40 on 01/13/14, 02/11/14, 03/11/14 and 04/11/14, a total of $160 for a "membership" that I did not want nor was I aware that I had somehow "joined." We therefore were billed a total of $200.50, a totally unreasonable amount of money for the advice I received. My wife pays our Discover bill and only today asked me about the membership. I called JustAnswer and they are refunding only this month's charge. We called Discover, and they are contacting JustAnswer for the other membership fees. ADDITIONAL DETAILS: Case is being handled by another organization: Discover Card

Desired Settlement: I was somehow suckered into "joining" JustAnswer.com and was billed $40 a month for a total of $160 for a membership I did not want. I called JustAnswer and they are refunding only the April fee of $40. Discover is seeking a refund for the other 3 months ($120.00). I have seen many complaints similar to mine about JustAnswer on the Internet. One of the reasons I contacted them was that they had an A+ rating from the Better Business Bureau. While not completely sleezy, surely they don't rate an A+. If their business practices actually rate an A+ from the BBB, the BBB has dropped to D+ in my opinion.

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our subscription offer. A customer must select the option to enroll into a subscription and the offer indicates that the subscription is a monthly recurring program. Upon reviewing your account, I see that we sent email notifications to your *********** email address at the start of each billing cycle, specifically: 2/1/2014, 3/8/2014 and 4/8/2014. These emails were reminders to you of your subscription and payment that would be collected. In the interest of maintaining goodwill, I have processed a refund of three additional subscription payments of $40 each. 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. Warm regards, ***** Customer Support Supervisor

5/27/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: i requested an answer from a vet aqnd paid 31$ for and answer and they answered my question with a question no help at all my cat died and i asked what it might ahve been from and the only answer they gave was that did it eat and drink normally

Desired Settlement: I want my credit card reimburased for the $31.00 they charged meit was charged on my visa credit card

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm very sorry for the loss of Smokey. Our platform allows customers to converse with Experts in a fashion similar to a conversation. Sometimes Experts will ask for additional information from the customer to provide a more accurate response. The Expert who responded to your vet question posted an answer which you have not yet viewed. if you are still interested in viewing their response, I've provided a link to your question page:*************************************************************************************************** In the interest of maintaining goodwill, I have refunded your $36 charge and added a promotional credit to your account of the same amount to use toward another question on our site within 30 days. 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. Warm regards, ***** Customer Support Supervisor

5/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: company over-billed, refunded, cancelled trial membership, then billed for membership On 4/21/14 company billed me for $19 in online veterinary services with which I was not satisfied but which I was willing to forgo. This included a 30-free trial of a broader membership. They continued to hound me about this membership so I decided to cancel the membership and ask for a refund so that they would leave me alone. On 4/28 the expeditiously refunded the two charges of $14 and $5, but then, on 4/29, they charged me with a $29 "membership fee"! This, during their "30-day Free Trial Period" and after I had explicitly asked to cancel. In the first instance, their "veterinary advice" was to take my cat to the vet. For that, they charged me $19.00.

Desired Settlement: If they have not refunded my money by the time you have processed this complaint, please do what you can to see to it that they do so. Whether or not they have, please give them a swift kick in the *** for me and stop giving them your imprimatur. Also, say hello to my hometown for me. I miss it so. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site and that your subscription was not cancelled. Upon reviewing your account, I see that you accepted an offer for our monthly subscription program which includes a 7 day free trial. The subscription is not retroactive which means that it does not cover the question posted before you received the subscription offer. This is why you received a charge for the question price, $19 and the subscription charge of $29. On 5/3/2014, we processed a refund of your subscription charge. I can assure you that your subscription is cancelled and you will not receive any recurring charges from us. In the interest of maintaining goodwill, I have added a promotional credit to your JustAnswer account of $30 to use toward a question on our site within the next 30 days. Since this credit is promotional it is not refundable but I hope you give us another try. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see, they are saying on the one hand that the subscription is cancelled but on the other that the account is OPEN with a $30 credit! This is the same "line" they used before to charge me that $29 fee! As far as I'm concerned, this means I am still open to being charged in the future. They have my VISA account number, and all I have is a promise from a CS supervisor from a company that has already lied to me twice. No, I do not accept this response. I want that account closed permanently and an iron-clad promise my credit card will never be used again. I never want to use this service again. It is a fraud. A FRAUD. Final Business Response /* (4000, 9, 2014/05/15) */ Hello, Thanks for your reply. I apologize for the confusion. An active subscription and an active account on JustAnswer are two different things. The monthly subscription, which would incur monthly charges, was cancelled on 5/3/2014. however, your JustAnswer account wasn't closed as we has not received a request to do so. I have now closed your account and you will not receive any charges from JustAnswer. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 11, 2014/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Can't access their reply because I was not given a password for the account.I emailed them about it,asked for a reset per theiremail but none received In my emails to the company they refer to #BFR-XXX-XXXXX which may be the file number you can refer to as well. On approximately April 29 or 30 I submitted a question to JustAnswer. They created a guest account for me, ********************@justanswer.com, but I did not receive a password to access the account. On April 29 or 30 I emailed them about it, and told them that the reply was time sensitive and I need to access their answer. They replied back on Apr 30 and 2:50 pm saying I can ask them for a password reset. The following is an exceprt from that email: "If you'd like to copy or print information from the account we are closing, please log in using these instructions: 1. go to www.justanswer.com 2. click 'log in' 3. enter your email address (******@rogers.com) 4. enter your password (let me know if you need me to reset your password) 5. click 'returning user' Here is information on how to log into your active account: 1. go to www.justanswer.com 2. click 'log in' 3. enter your email address (********************@justanswer.com) 4. enter your password (let me know if you need me to reset your password) 5. click 'returning user'" end of excerpt. On April 30 at 4:12 pm I requested a password reset. As of today, May 4, I have not heard back from them and still cannot access the answer. However they charged my credit card $48. But any reply they had is now useless to me because I had to act with respect to the issue by May 1. Therefore I was required to used another service to get my answer. Therefore I would like a refund of the amount.

Desired Settlement: Plain and simply, I want a refund. Their answer was not available when required because they did not reset my password as they said they would in their April 30 email. As I said above, I still cannot access it today, May 4. The issue in question had to be resolved using other resources. Since they didn't do as they contracted to do, namely provide me with an answer (that I can access!), they didn't fulfill their part of the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that we didn't assist you with your password issue within a reasonable amount of time and that you didn't get the help you needed from us. I'm following up with our support team to find out why there was a long delay in reply as this is definitely not our normal turn-around time. I see that we processed a refund of your ***** payment on 5/7/2014. 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. In the interest of maintaining goodwill, I have added a promotional credit to your account of CA$30 to use toward a question on our site within the next 30 days. Since this credit it promotional it is not refundable but I hope you give us another try. 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. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased that JA acknowledged that a problem occurred, and agreed to make a speedy full refund as well as going beyond what I asked for by giving me a credit for future use.

5/12/2014 Advertising/Sales Issues
5/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Did not receive an answer to my electronics question. Your total deposit is $37. Place a $5 deposit now to confirm your appointment. Your remaining balance of $32 will be processed when your Expert responds. Your question: "I have an RMB-1095 amp. I'm looking at the RMB-1585. What improvements have been made? Every one on the forums raves about the 1095. Not much talk..." ADDITIONAL DETAILS: Case is being handled by another organization: PayPal

Desired Settlement: I would like a full refund!

Business Response: Initial Business Response /* (1000, 5, 2014/04/21) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. The $5 deposit option is only available to customers who are paying with Visa, Master Card, Discovery Card or American Express. Unfortunately, we are unable to offer the $5 deposit plan to those paying via PayPal. When a customer selects the PayPal payment option from the drop-down, the payment system shown on the site changes to reflect this: http://************************* Since you selected PayPal as your payment source, you were charged the total question deposit at the time you posted your question. Also, upon reviewing your account, I see that a refund of your $37 deposit was refunded to your PayPal account on 4/14/2014. 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. Warm regards, ***** Customer Support Supervisor

5/6/2014 Billing/Collection Issues
5/5/2014 Delivery Issues | Read Complaint Details
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Complaint: I tried to cancel before any service was provided to the e mail they provided and it was blocked by some organization called smtp.secureserver.net. I need an answer to a simple auto question. They advise they are expert. I did not like the flood of mail and the lack of honesty in their procedures and I sent a cancellation notice to the address they gave me and it was blocked. All of this took place this afternoon. Thank you. My question has not been answered but most of all I do not trust them. They have made a number of exaggerated claims. I just want to discontinue any further time with them. *** **********

Desired Settlement: I want to cancel and I want them to destroy any records of my Master Card numbers.

Business Response: Initial Business Response /* (1000, 6, 2014/04/29) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I wasn't able to locate an account under your gmail address. Unless you registered another email address with us, then it appears that your question was not successfully posted. Do you recall entering your payment information and receiving a charge? If you registered a different email address, please let me know so that I may close your account. Also, may I ask what email address you tried sending an email to so that I may further investigate why you received this "smtp.secureserver.net" message? Finally, can you more details about the dishonest claims you're referring to so I can understand why you felt you couldn't trust our site? I look forward to your reply. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 8, 2014/05/05) */ , Our claim is settled to our satisfaction but I will be alarmed if you continue to rate this site as approved by BBB. If you received the copies that I mailed you will see that they do all kinds of manipulation on the email. They claim to have millions of satisfied customers, a claim which I seriously doubt. They also answer questions for professions that could very well constitute illegal practice of law or some other profession. Thank you for listening

4/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had a question about a printer setup problem. The information they gave was useless and I told them I was unsatisfied. They charged me anyway. I had a question about a printer setup problem. The information they gave was useless and I told them I was unsatisfied. They charged me anyway. Supposedly you are charged only $5 to submit a question and another $23 if you are satisfied with the answer. I told them I was not satisfied and they charged me the additional $23 anyway. I was able to get useful help from HP technical support for free.

Desired Settlement: I want them to refund the $23 additional charge.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you didn't receive the help you needed with your printer and for the confusion about our payment system. A $5 deposit is required at the time the question is posted but the remaining balance of the question price is collected once an Expert responds to the question. An Expert responded to you about 4 minutes after you posted which is why you were charged the remaining $23. This is a screenshot of the language on the payment page: *********************************** As requested, I have processed a refund of your $5 and $23 deposits. 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. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it by following this link: http://www.justanswer.com/refund/refund.aspx May I ask if you still need help with your question? In the interest of maintaining goodwill, I can re-post your question for you for free. Please let me know if you still need help or if there is anything else I may assist you with. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */ They refunded the money. I am satisfied. Thanks.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Answer purchased was not provided - attempted contact and was not provided a resolution. I purchased access to an answer. I attempted to download the answer but was directed to MediaFire where I had to request access from the tutor. I waited over 24 hours and was not provided access. I contacted Just Answer at XXX-XXX-XXXX and spoke with **** ***** and **** ***** I was advised they do not guarantee access to a posted question and that it is an at your own risk option. This is no where noted within the disclaimer listed on the webpage or noted anywhere within the question. The site implies that if you pay a $3 fee you are granted access to the answer itself. After speaking with customer care I was advised that unless I paid the fee $90 to post the same question that was answered and I wanted access to I would not be provided access to the file. I asked that since the company has an agreement with the tutor who answered the question if they could be contacted to provide me the answer to the question I asked. I was told that there is no direct contact with the tutor that I would have to pay again to post another question requesting that the tutor contact me. So, in turn I paid $3 for an answer I was never going to get to then become mislead to post the same question that was answered again for an additional fee. The information listed within this company is misleading and does not apply the appropriate notices that you may not receive the product you're paying for. As I was advised by Mr. ***** it was an at your own risk option even though this is no where listed on the website or when you are purchasing this option. There was no attempt to resolve my concern and the only solution offered to me was to refund my money. Had I not contacted customer care I would not have been refunded on a locked question that I would have never been given access to. I feel complexly mislead and very upset that this company claims to have an A+ BBB rating as well as 100% satisfaction guarantee. I am completely dissatisfied with the service I received and the statement that was advised to me by Mr. ***** where the questions are posted to make money and that's why I was not given access to this file. If this option is not available why is it posted and there is no disclaimer as no access is guaranteed.

Desired Settlement: I'm only requesting access to the file that I paid for or at least an outgoing attempt to contact the tutor to provide me access the file that allowed me to purchase access to. I also would like a disclaimer when this method is selected as to what the true process is. The site is misleading allowing a customer to think they are going to gain access to this question when in fact they do not and there's nothing indicating that the customer contact the company to request a refund if the file is locked.

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I'm sorry that the information you need is no longer accessible. As per our Terms of Service, which you agreed to when submitting payment, we cannot guaranty the content of the posts. For your convenience, here is a section of our Terms of Service related to this concern: http://ww2.justanswer.com/terms-service-0#venue 4. JustAnswer Is a Venue; Third-Party Content The JustAnswer Site is a venue for informational and educational purposes to allow Customers to ask questions and Experts to answer them. Users of the Site, not JustAnswer, provide the content in Posts (defined below). The Experts determine which questions to answer; Experts are not employees or agents of JustAnswer but are independent service providers using the Site to sell their Expert knowledge to Customers and, as such, are along with Customers simply Users of the Site. JustAnswer is not involved in the conversations between Customers and Experts and does not refer Customers to or endorse or recommend particular Experts. You understand and acknowledge that JustAnswer cannot and does not edit, modify, filter, screen, monitor, endorse or guarantee the content of Posts. JustAnswer shall not be liable for any acts or omissions of Experts, content in Posts, the ability of Experts to answer questions or the ability of Customers to pay for answers. We cannot ensure that a Customer or Expert will complete a transaction. Notwithstanding the foregoing, JustAnswer reserves the right, but is not obligated, to refuse to post or to remove any content and/or remove any User's access to the Site. 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. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, however this information is not provided when the option to buy the question for $3 is presented on the question that the consumer is asking to see. Which is my main concern as it is misleading and an improper form of advertisement. By providing that option without providing an upfront notice that the information provided may/may not be accessible creates an atmosphere from a consumer perspective that we would be provided the contents of what we are purchasing. I am a first time customer and based on all of the company's ratings I felt confident to trust the options presented to me. It was not until I received no communication from the company and their "expert" that I was prompted to contact your company for status. I then was advised that I would be contacted for further assistance. I did not receive that contact and then it was not until I filed a formal complaint with the BBB to address this advertising for steering and misleading the consumer. I understand that the terms and conditions list the information you are referencing however, why is this not placed upfront when the option is presented? Wouldn't this be more of an upfront notice to your consumers that although the option is available we as a company cannot reach out to our vendors the "experts" to provide direct access and that you as a consumer compensated for and that when this option is not available the consumer will receive no contact as to whether or not the service the consumer purchased would be approved or denied. Therefor I am not accepting this generic response - as my true concern was nto addressed. Final Business Response /* (4000, 9, 2014/04/03) */ Hello, Thank you for your reply. Each customer who pays to unlock an archived question must acknowledge that they have agreed to our terms of service which include the terms I previously outlined. This is a screenshot of the payment page you received and completed: ********************************* Clicking on the link leads you directly to our Terms of Service which outlines our policy. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I've tried over 4 hours trying to get my answer. Without any resolution. I had to put my cc in several times, I hope they did not charge my account I've tried over 4 hours trying to get my answer. Without any resolution. I had to put my cc in several times, I hope they did not charge my account because they did not provide the service that they offer!

Desired Settlement: I entered my cc several times, if they charged me every time I expect my refund in full. They did not provide my answer and kept me from receiving my answer. Spent several hours waiting and reentering my information. This website is a scam!

Business Response: Initial Business Response /* (1000, 5, 2014/04/01) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I was able to locate an account registered to your Yahoo email address associated with this complaint, however, there is no recent activity or charges on this account. Please let me know if there is another email address you may have registered when you posted your recent question or you can provide me with the first 6 and last 4 digits of the card that was charged and I will check whether there were charges made to that card. I can assure you that I will only use this information to further assist you with your inquiry. I look forward to your reply. Warm regards, ***** Customer Support Supervisor

4/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: JustAnswer didn't provide an invoice to me after I asked a few questions, got a $34 charge. I only received an email, saying JustAnswer charged me for $29 + $5. It is just text word, not form invoice, no attachment, no description of what service they provided. I asked them to provide formal invoice, I was told that the email is their invoice. They provide legal consulting services, I am going to court, need to show court how much I spent for this case including the legal consoling. I don't think that the court could accept the informal text email as an invoice. It is unbelievable for a business not to provide a formal invoice. They have some other issue. They say 7 days free trial, but not true. For $34 package, I should ask 5 questions, but after 4 questions, a pop up showed up, I needed to upgrade to $40 package for additional question.

Desired Settlement: provide a formal invoice as soon as possible. not say any promise if you don't or can't do so.

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. The payment receipt sent to you on 3/20/2014 is the only form of receipt we offer. Answers of Experts on the Site are provided by Experts and are to be used by Customers for general information purposes only, not as a substitute for in-person evaluation or specific professional (medical, legal, veterinary, tax, financial, etc.) advice. For example, Experts in the Legal category will provide only general information about the law, and will not provide legal advice nor propose a specific course of action for a Customer; by answering questions, Experts do not form attorney-client or doctor-patient relationships with Users of the Site. The laws, regulations, other governing authorities, standards, practices and procedures that apply to your particular question may differ depending on your location and information typically discovered through in-person evaluations or visits. Experts in some categories may be licensed, certified, educated, employed by or have experience in only particular jurisdictions. No professional-client relationships shall be formed on the Site. Communications on this Site are not confidential and shall not be the subject of any associated privileges. Communications on this Site are limited, as described above, do not involve in-person evaluations or visits, and do not include safeguards and procedures typical of in-person evaluations and visits. Before you can interact with an Expert, you will be required to agree to a Disclaimer reminding you of these and other important provisions of the Terms. Upon reviewing your account, I see that you enrolled into the 5 question per month subscription plan. This plan allows you to post 5 questions per billing cycle. Please send to me a screenshot of the message that you received so that I may further investigate. Also, your account shows that you have only posted one question thus far. I look forward to your reply. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

4/11/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Entered Mastercard info, site appeared to be processing entry, then the site just went off-line. Did they process my card - I received no info. At 8:29 approximately on 11 March 2014, I accessed JustAnswer site to request legal information on the admissibility of photos taken by a private citizen in a Interim custody hearing. Initially the site said it was free information, when I entered to context of my request a notice came up that I would need $5.00 Canadian to process the request, additional $42.00 to receive answer within 9 minutes. After entering my Mastercard #, the internet sign went around for a few minutes and the lost connection Safari screen came on. Was my M/C billed or not? I received no information and don't even know if the info went through. The company appeared legitimate with BBB logo, as well as two others verifying it's authenticity at the bottom of the screen.

Desired Settlement: If Mastercard was billed, I would like the money refunded. I would also like to know if this is a credible company, was it an unfortunate glitch in the computer systems that access was lost, or did this company get through the cracks and are just a scam?

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Hello *****, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. To confirm whether you were charged, please let me know the first 6 and last 4 digits of the card that was charge. I can assure you that I will only use that information to locate your account and further assist. Also, we do not advertise that we are a free site. When asking a question on JustAnswer, 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 Expert's response 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. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works If you are able to capture a screenshot of the information you viewed on our site that mentions free service, kindly send the screenshot to me so that I can further investigate. I look forward to your reply. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The card numbers you requested for verification are XXXXXX...****. It is quite possible that I didn't fully read the information on your site. I had been browsing for information on a few sites, I clicked on one that said "free info", your blog came up - but I did not read everything as I was more intent on asking a question. Final Business Response /* (4000, 9, 2014/03/28) */ Hello, Thank you for your reply and for providing your information. I was able to locate your account and I see that we collected a $5 deposit for your question, however, due to site issues, your question was never posted. I have processed a refund of your $5 deposit. 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. In the interest of maintaining goodwill, I have applied a promotional credit to your account of $20 to use toward a question on our site. I hope you give us another try! You may log into your account by entering your ***** email address and can request a reset of your password using the Forgot My Password link on the Login page. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

4/7/2014 Advertising/Sales Issues
4/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: did not receive an answer to my question after credit card information given.also will not respond to my follow-up asked if ok to give asa to 70lbs dog for pain.asked for credit card,billed up front,did not give answer from vet.Stated vet not available.Have tried to reach this company,does not respond.

Desired Settlement: Do not want to be charged and all to be deleted.I would like for BBB to review their practices. thank you

Business Response: Initial Business Response /* (1000, 5, 2014/04/01) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I was able to locate your account and see that you posted one question under our Dog Veterinarian category on 3/19/2014 and that an Expert replied to your question about one minute after you posted it. Also, I see that you were able to view the Expert's response but I do not see on the question page that a you posted a response to the Expert after that. I'm unsure if there was a bug in our system that caused your reply to not post to the page. I apologize if this was the case. For your information, this is the message sent to you by the Expert: Doctor * : Hi, this is Doctor * and I'd be happy to assist you. I'm sorry your dog has lymphoma - that has to be one of the hardest parts of my job. Doctor * : Has your vet talked to you about instituting prednisone as chemotherapy to give her more time? It is a cheap medication and can actually replace the use of her rimadyl (it's never recommended to give rimadyl and prednisone together). Doctor * : As for the aspirin - I would hold off until you've discussed possible prednisone with your vet - it's an okay pain medication but lasts in the blood for two weeks, meaning that no other steroids or non-steroidals can be given at that time. Also, in reviewing our email records, I see that we received two emails from you and replied to both. I apologize if you did not receive our responses. Your question has been closed and I have processed a refund of your $19 payment. 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 have also deleted your payment information and closed your account. 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. Warm regards, ***** Customer Support Supervisor Initial Consumer Rebuttal /* (2000, 7, 2014/04/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your assistance.The above response was not posted to me until now. I do accept this resolution to my complaint. The BBB helped by addressing this issue.

3/25/2014 Advertising/Sales Issues
3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I feel mislead. No where in the advertisement does it say I will have to pay money to get an answer to a question. My time is valuable. I feel as if you should advertise the fact that you are going to charge me money to ask a question. I waisted my lunch break to fill out your stupid questions and then suddenly I'm told I will have to pay to get answer. I can't afford to pay. Iam very upset and feel mislead. My valuable time has been waisted and I'm right back where I started. Having a question, with no answer.

Desired Settlement: I just ask that you advertise that it will cost money to ask a question.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. Our How it works page explains that a deposit is required to post a question. I've included the link for your reference: http://ww2.justanswer.com/how-justanswer-works 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. Warm regards, ***** Customer Support Supervisor

3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: 7/2912 >I went this site,asked a question. Didn't like what they said,wanted refund I never received a refund and I called and canceled this,so I throught. Found out today,that they have been taking money out of my priceline.com account never gave them that right.They told me it was a free trial but was not ***** with thier answers,wanted refunds but never got it.When I looked starting at 8/5/2013 to 1/23/14,thats two and half.Alot of my money they took. Never gave them permission to do this

Desired Settlement: Im seeking a total refund of $401.30 for taking advantage of me.I did not authorize anyone taking money out of my credit card,to me that is fraud regardless what the sitution is. This is my retirement money and they took advantage of me.Period! their phone nunber is: X-XXX-XXX-XXXX.I called and told this customer service I talked to that I want this cancelled.They said that it was just a one time deal,which as I said before I didnt like thier answer and wanted a refund,now it's your turn. If you can't get anywhere with this,then I will go to the fcc but please try to get my money

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. I'm sorry for the trouble you've experienced. We are JustAnswer.com, a paid question and answer website. Did you receive these charges from JustAnswer or another company? You mentioned priceline.com and the phone number you referenced as being JustAnswer's phone number, XXX-XXX-XXXX, is actually for a different company called ScoreSense and we are unaffiliated with them. I was able to locate an account under your email address, however, the last activity on this account is from June 2013. If you received a recent charge or charges from JustAnswer, please let me know the last four digits of the card that was charged and the amount and date of the last charge and I would be ***** to further investigate this issue. Warm regards, ***** Customer Support Supervisor

3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: theft jest anser took 5 dollers and 35 dollers fro9m mey debet card with out concent bank of the west has also been notafied.

Desired Settlement: na

Business Response: Initial Business Response /* (1000, 5, 2014/02/18) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. It appears that you posted a legal question on our site on 2/13/2014. I see that we processed refunds of your $5 and $31 deposits on 2/13/2014. I did not see a charge of $35 on your account so if you received a charge of $35, please let me know and I will further investigate. Please let me explain how our payment system works. Before question is posted to our site, 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 Expert's response 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 charge that was made to your account was for the good faith deposit is distributed to the Expert only after the customer gives their answer a positive rating. Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund tool. If you should require a refund in the future, you can process it by following this link: http://www.justanswer.com/refund/refund.aspx 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. Warm regards, ***** Customer Support Supervisor

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I did not authorize payment as I did not get any new information from the attorney, the so-called expert. I was told that I would not get charged unl I did not authorize payment as I did not get any new information from the attorney, the so-called expert. I was told that I would not get charged unless I was satisfied with the answer if that is what I had gotten which it was not. You wire transferred my debit card without my permission which falls under Bank Fraud. I do not want to make another complaint to the Unites States Banking Commission based in Texas for this situation. If I am not taken care of professionally and today Friday January 31, 2014 then in addition to what I posted about Publix (Google Civil Rights Violations Publix and you will see what I am talking about) the Grocery Chain I will have a new posting about your company and how you illegally take money out of peoples accounts. I expect a response email or phone, from you today no later than 3PM your time. A continuation from the first email. In addition I want proof that you have taken our credit card ending in 2710 off of your site as a way to pay. If this formal request is not adhered to be aware that I do not candy coat any of my calls or letters when I send them to these government authorities that I contact. I always make copies of everything that I write to companies (as such) just to prevent a "he said she said" situation from occurring. The funny thing is as with many situations let alone the ones concerning Civil Rights Violations toward my US Social Security Disability that most of them could have been avoided if the people or companies I come in contact with would not react towards my disability thinking since they are in America they have a right to react to me or charge my debit card without my permission. If you had asked prior to charging our card if I was satisfied then you would have gotten the same response that you are getting now. If you were fiduciarily responsible I would not have been charged. Be aware that if my cause was not with people or companies that violate my Civil Rights and the ADA in the process that I might actually put the very same effort of bringing those who have wronged me to justice towards your lack of respect for what even you said would not occur being charged without my permission.

Desired Settlement: A full credit on our Debit card ending in **** of $54.00 and removal of any way for the company charge us in the future.

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that we processed a refund of your $53 charge on 1/31/2014. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The Expert who answers a customer's question is paid only after the customer gives their answer a positive rating. The Expert is paid using the customer's 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 customer's JustAnswer account. An overview of this process can be found on the How It Works page: http://ww2.justanswer.com/how-justanswer-works The reason behind the good faith deposit is to assure both Experts and customers that the transaction will be successful. The customer knows that if the answer is unsatisfactory, then their deposit will be refunded as part of our 100% satisfaction guarantee. The Expert, in turn, knows that the funds to pay for their answer have been authorized and will be available once the customer rates the answer as satisfactory. I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I *** assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The company charged with a wrong answer and I would like the amount of $39.00 to be credited to my checking account The company gave me a wrong answer on a question I asked about a legal question regarding pictures in my apartment. It was wrong, because under NYS I have a right to sue to get money back from the people who my husband left to pictures to in his will. ***** and *** have the same law regarding this matter

Desired Settlement: I would like them to credit my checking account with Chase Bank for the misinformation they gave me. The amount is $39.00

Business Response: Initial Business Response /* (1000, 5, 2014/02/06) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I’d like to help with your concerns. Firstly, I’m sorry that you didn't receive the help you needed with your legal question. Upon reviewing your account I see that we processed refunds of three deposits on 2/3/2014; one for $29 and two of $5. 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. For future reference, you may request a refund or send your complaints to our customer support team at *******@justanswer.com or by phone at (XXX) XXX-XXXX. You may also process a refund here: http://www.justanswer.com/refund/refund.aspx 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. Warm regards, ***** Customer Support Supervisor

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I did not get a valid answer, they just make me a question and close this case, I am frustrated and they ask me for more money for another answer,dobl tis is a rip off

Desired Settlement: my money back, all 38 dollars

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. I reviewed your conversation with the Expert and it appears that the Expert asked additional questions so that they could give you a better, more accurate response. I see that the Expert has posted follow up information for you to review. If you still need help, here is a link back to your question page so that you may view their answer: http://www.justanswer.com/family-law/XXXXX-son-12-7th-grader-insult-teacher-saying.html As a courtesy, I have processed a refund of your $38 payment. 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 have also credited your account with $38 so that you may continue your conversation with the Expert and get the help you need for your legal concern. 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. Warm regards, ***** Customer Support Supervisor

2/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I paid for their service and I have 30 days to request a refund if the service isn't provided, which it has not been. On Jan 28, 2014 JustAnswer took $28 dollars from my credit card after I posted a question on their website. I have received no response from them and I have already asked for a refund but still I have received no response from them. I just lost $28 dollars from Just Answer because I didn't request a refund before 30 days and I don't want to loose any more money.

Desired Settlement: $28.00 USD

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you have experienced with our site. Upon review, I see that you have created two accounts on JustAnswer, one under your gmail address and one guest account. The $28 charge was associated with your guest account and an Expert responded to your computer question about 10 minutes after you posted it. You did not register an email address to this guest account which is why you were not notified of your answer. Furthermore, I see that you processed a self-refund of the $28 charge on 1/29/2014. 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. At this time, you should have already received the credit but please let me know if that is not the case. I have merged your two accounts together under your gmail address and you may use your gmail address to log in in the future. Lastly, I checked our email records and did not locate any refund requests from you. If you'd like to provide me with more details about how you submitted your refund request, via email, contact form on our site, etc., I would be glad to further investigate. 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. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 11, 2014/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/02/11) */ Hello, If you need to reset the JustAnswer password ********** with your Gmail address, you can do that here: http://www.justanswer.com/forgotten_password.aspx Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

2/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No refund granted On 21, Jan. I used the service for the first time and paid a deposit of \4,050. I consulted a self-styled attorney for some legal advice. He advised me to consult with a local government office; however, such advice turned out to be useless. The office he advised me does not deal with complaints like mine. So I reported the incident to their customer service for full refund in vain. They gave me any single reply. Accordingly, I have to conclude that the service is very fraudulent though they advertises that satisfaction is guaranteed.

Desired Settlement: Please instruct them to give me a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your interaction with our customer support team, I see that we replied to your email on 1/22/2014 informing you that you had rated the Expert's answer as satisfactory which transferred the payment to the Expert. We also mentioned that if you still wanted a refund though you had given a positive rating, to please let us know and we'd process the refund for you. We hadn't received a reply. I have gone ahead and processed a refund of your ¥4,050 payment. It may take 3-5 business days for the funds to be returned to your PayPal account. 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. Warm regards, ***** Customer Support Supervisor

2/12/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They make it appear that the charge is a one time charge. I closed or answered no to every subscription offer/page and the "expert" still answered The wording and page is set up to make you think that it is available as a one time charge. even though you answer no or cancel the subscription page the "expert" who did not really help, still comes on and asks more questions, you are still allowed to reply and you still keep saying no to the subscription pop up you are never notified that you are subscribing to anything. They use trickery and misleading statements and graphics to get your credit card info and sign you up for something that should be illegal. ever heard of that flower company that does the same?

Desired Settlement: admit unfair practices and cancel what I never signed up for to begin with. I have no problem with the guy who tried to help me out but he should know the company he deals with and he should make a statement up front that if he helps it will mean I agree to a subscription. Nobody always reads every word on the screen and they take advantage of that which is trickery and should be illegal and I do not understand why they can claim a A+ from the BBB with all the complaints that you list yourself. I will notify my credit card that they are not authorized to charge my account

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. The subscription plan is not mandatory and it is only offered after a customer successfully posts a question. Declining the subscription offer only means that you decline enrollment into the subscription, not that you are also cancelling the question previously posted. This is why you received a response from an Expert and was charge the question price you selected of $30. I've confirmed that you are not enrolled into our monthly subscription program and that you are only set up on a pay-per-question account. As a courtesy, I have processed a refund of your $30 payment but I have also kept your question open so that you can still work with the Expert to address your appliance issue. Here is a link back to your question page: http://www.justanswer.com/appliance/88d07-model-fws1233fs1-washer-knocks-during-spin-cycle.html 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. Warm regards, ***** Customer Support Supervisor

2/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: When I purchased this online ADVICE SERVICE it was sold to me as "UNLIMITED". It is NOT unlimited! I pay for UNLIMITED QUESTIONS that I may ask. I find that this "UNLIMITED" service is NOT unlimited. Without notice they terminated my ability to use the service. I was required to call the "finance billing department". I did and left a message. A man phoned me back the next day and told me I exceeded the number of questions! I asked if it was indeed UNLIMITED OR NOT. He did not answer that question but said he would reinstate me within 24 hours. That was 4 days ago. I still cannot use this site. They are NOT telling the truth.

Desired Settlement: I want my money back for the last month that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that your subscription is now active and that you have recently posted questions under the subscription. When a subscription is revoked and then reinstated, the benefits will return on the date of the next billing cycle. To compensate for this we added funds to your account in the amount of $100 to use toward questions until your subscription benefits returned. Any left over credits are removed once the benefits are reinstated. Furthermore, the subscription is subject to our fair use policy which is shown at the time of enrollment and our terms of service here: ********************************************** 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. Warm regards, ***** Customer Support Supervisor

1/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: JustAnswer has not responded to me since last August 2013, regarding my complaint. Hello, JustAnswer Help It has been almost 6 months and still no word from anybody at JustAnswer. I have got to say that I am very disappointed in your services. I used you folks a long time ago to try to help answer a Hi-Fi question, and now I needed an automotive question answered, and it has not been or even attempted to be answered as far as I can determine. On August 29th 2013, I asked an online mechanic employed by JustAnswer to help me with a dilemma, and it cost me $5.00 as a Visa deposit to JustAnswer to show that I was serious - your company's required criteria. The total amount was to be $24 total (IF) my question was answered, and I was satisfied. To date, I still have not gotten an answer from ***** (aka-*****). Now I see that my question is no longer posted on your website under my account, and that I was billed the balance of $19.00 on September 9th 2013. I took snapshots of all my dealings with your organization, and if I do not get my money refunded, all $24.00 of it, I will take action against JustAnswer and report your organization to the Federal Trade Commission, Consumer Fraud.org, USA.gov/Fraud Protection Agency and the BBB! Yes, I am very upset! It is not about the money, rather it is just disrespectful to be taken advantage of, and that you folks brag about customer service when your technician/mechanic does not even bother reply. I had to seek him out via your website because I was not getting any response in my personal email - what was the point of me providing my email in the first place if no one was going to contact me? If, ***** could not answer my question, why didn't he just say that? Remember this: Benefits Include: Expert answers from a live person, who cares about you and follows up with you - not a search engine. Answers every day, at all hours - when you need them most. Affordable pricing - you pick the price you want to pay. To give JustAnswer a try, type your question on our home page, name your price, and let the Experts do the rest. If you're an Expert in your field and you want to share your knowledge with others, then look through the Question List. If you find yourself answering the questions with ease, put your skills to work and apply to become an Expert. Thank you for taking the time to learn more about JustAnswer. For more information, please visit our Help page. Sincerely, I expect a full refund, along with a written apology - I do not think that is too much to ask! Very disappointed, **** R ******

Desired Settlement: I want my money refunded! My question was never answered per the mechanic in a reasonable amount of time. He stated via an email, that he worked second or third shift for Honda and did the JustAnswer as part-time, and that he does not check his emails regularly; thus, he is very slow to answer or not at all...

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing the account associated with your email address, I wasn't able to find any transactions from August 2013. The only transaction on that account is one from 2010. If you posted a question on our site and was charged, it means that you have another account with us and I will need to locate that account to further assist you. Is there another email address you may have registered? If not, kindly provide me with the first 6 and last 4 digits of the card that was charged, or if you paid via PayPal, please let me know the email address associated with the PayPal account that was charged. I can assure you that I will only use this information to locate your account. Also, I wasn't able to find any emails from you to our customer support team. Would you kindly confirm the email address to which you sent your inquiry? I look forward to your reply and hope to resolve this concern soon. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 7, 2014/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please use my same email address for further correspondence at *******@*********.net. My Visa information ****** (****). Ii cannot recall, whether or not I used PayPal, too much time has passed

1/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The company guarantees a refund if not satisfied with the service. Then they give you the run around to find every way possible not to refund. They want you to talk to other "experts" about the same issue, and I've already spoken to an attorney in ***** who answered my question correctly. Why would I want to talk to another one of their people who already answered wrong. They also charge a $5 appt fee, they that they don't disclose. The website seems like a scam. If you have a no questions asked refund policy and you don't honor it, isn't that fraud.

Desired Settlement: I just want my money back since they answered my question wrong. and charged 5 dollars I didn't agree too. So I want a 35 dollar refund. They did not do what was promised so I shouldn't be charged.

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing the account associated with your email address, I do not see any recent transactions. The last and only transaction was in July of 2012. If you recently used our site, it means that you have another account with us and this is the account that I need to locate to further assist you. Please let me know if there is another email address that you've used on our site. If not, I will need to know the first 6 and last 4 digits of the card that was charged in order to locate the correct account. I can assure you that I will only use this information to further assist you. JustAnswer offers a 100% customer satisfaction guaranty which includes refunding payments or good-faith deposits, however, when we find that a customer is unhappy with the help they've received, our main goal is to help them get an answer to their question. This is why we offer the option of working with another Expert. The customer can always request a refund if they don't want to continue with another Expert. I look forward to your reply regarding your account and payment and hope to resolve this concern soon. Warm regards, ***** Customer Support Supervisor

1/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This company overcharged me on my credit card.They advertised that I would not be charged if I wasn't satisfied. I wasn't. and they did JustAnswer overcharged me $33.00 Wal-Mart Discover reference #XXXXXXX********** for services which I told them I was not satisfied with. On the internet they advertise that a person does not have to pay for services that the person is not satisfied with.I told them that I was not satisfied and they charged me anyway.12/09/13. I just want the $33.00 back. discover reference

Desired Settlement: Check, money order,cash, legal tender

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ Hello, My name is Leila with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The Expert who answers a customer's question is paid only after the customer gives their answer a positive rating. The Expert is paid using the customer's 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 customer's JustAnswer account. An overview of this process can be found on the How It Works page: ********************************************** Furthermore, upon reviewing your account, I wasn't able to locate any correspondence from you that mentioned the unsatisfactory experience with our sire. If we missed this message from you, I sincerely apologize. If we learn that a customer has not had a good experience with us, we always provide options to further assist which include processing a refund. I have processed a refund of your $38 payment. 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. Warm regards, ***** Customer Support Supervisor

1/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A question was submitted by a former spouse without my knowledge or consent. This question contained personal information, I need to have removed. A former spouse submitted the following question: http://www.**********.com/tax/3veph-received-settlement-former-employer-settlement.html I neither consented or was aware he provided **********.com with this information. I have submitted several requests to **********.com and truste liasion to have this information removed so not to be viewed via the internet. I was made aware of this information after a job offer was withdrawn after the potential employer conducted an internet search and the link provided appeared.

Desired Settlement: Please remove the link from the justanswer.com website so not to viewed by the general public.

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I was able to locate your correspondence to our customer support team and I see that your concern was not properly handled. As a courtesy, I have removed all names from the questions page you've referenced. Google has stored a cached version of the page, so this will continue to show up on their search results until they recrawl our site and change their cache. This happens every few weeks. However, even if someone were to find the search result, clicking on the link would take them to the edited question page where the private information has been removed. 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. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 7, 2014/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Unable to subscribe as promised and misled and forced to subscribe to get answers. I went to JustAnswer, a computer tech to resolve problems with my computer. The problem was resolved and the tech sent me a link to unsubscribe and it sent me on a wild goose chase and the directions did not lead me to unsubscribe. I cancelled my debit card immediately after I realized they weren't going to unsubscribe me and would more than likely debit my account. I read other complaints that they were debiting people's accounts without their permission and they weren't delivering any other services, so I cancelled my card.

Desired Settlement: I think they should be investigated and closed down for fraud and theft.

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that you were never enrolled into a subscription. This is why the instructions you were provided for cancelling were invalid and did not work for you. The Expert should not have given the instructions to you which caused the confusion. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

1/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Used third party control of my computer without permission. Used fuzzy billing information. After inputting my billing information, was sent to page indicating the service was subscription based. Not wanting a subscription, immediately tried to initiate chat with their customer service department as an option the site offers. A chat box never popped up. Checked for pop up blocks, but none were being utilized. Third party then began to move pointer around pages as well as click on items. Left website in an effort to remove connection, since there was no option to cancel chat. As previously mentioned, no chat box opened. Connection continued as third party continued to access PC. After shutdown and restart the connection seemed to have been severed. As a second option, I emailed customer service about canceling my account. Received an answer to my posted question to the site, but refused to access the emails. Billed for posted question. Called customer service the following morning about complaints. Assured me I had not signed up for the subscription (this was not clear through the emails sent and the pages I was sent to after posting question). Also stated that I must have accessed a secondary site. That their chat option would not have allowed third party permission to my computer. I assured her that it had. She ignored my complaint. I then had to insist that my account be closed which she discouraged. I explained I would be sending my concerns to BBB. She asked if she had answered my concerns satisfactorily. I stated no and we ended the conversation. Have never received a reply from my email sent to their customer service department. Waiting on confirmation of my canceled account.

Desired Settlement: I only wish for the BBB and those who access this site to be aware of worrisome practices by this company.

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. You mentioned that you tried to initiate a chat session with our customer support. I apologize, but our chat feature has not yet gone live. When a customer clicks the chat feature on our help page, they are shown a message that says the feature is not yet enabled and there is a form that allows the customer to send an email to our customer support team instead. Our support team does not have the ability to remotely access anyone's computer so I don't think that the remote access you experienced was done through our site. I'm sorry that I am not able to give you a better answer about this. If you are able to provide more details about the remote access experience, I would be happy to investigate further. Please confirm the URL of the page that you were on when you saw the cursor moving as well as the page you accessed to initiate a chat session with our customer support. I see that your deposit of $18 was refunded on 12/3/2013 and that your account was closed on the same day. I look forward to your reply. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

12/27/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: i asked a question online, entered my credit card information and didn't receive and answer, but was still charged. on 11/27/2013, i used "just answers" to get auto mechanic advice. they wanted a good faith deposit to get my answer, and i was to be charged if i was satisfied with the answer. I entered my credit card information, and didn't get an anwswer. My card was still charged. i didn't get a receipt or confirm the purchase.

Desired Settlement: I was charged $5.00 for a "good faith" deposit and $13.00 for an answer. I never received an answer. I do not know what additional charges were made to my card by this company yet. I request that all charges made by "just answers" be refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. To determine why you were charged, I need to review your account, however, I was not able to locate an account under your email address. Is there another email address that you registered on our site? If not,I can locate your account using the first 6 and last 4 digits of the card that was charged. I assure you that I will only use this information to locate your question and further assist you. I look forward to your reply. Warm regards, ***** Customer Support Supervisor

12/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The ad said that an "expert" would respond to a concern regarding, in this case, furnaces. The reply was an assumption and did not address the concern about technical or mechanical problems, in this case, with a furnace. the reply was useless, indicated an assumption by the so-called expert. They billed me on my VISA 58.00 on August 23; Credited on my complaint 58.00 on August 27; re-charged the 58.00 August 30, charged the 58.00 again on September 30, and credited 598.00 on October 2. So they have kept 58.00 regardless of my stipulation that the information received lacked adequate technical information to act upon it. This is a classic example of the need to avoid giving vendors access to one's credit card.

Desired Settlement: all I'm asking is that they refund the 58.00 that they have retained off my VISA account.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, it appears that you enrolled into the monthly subscription which accounts for two $58 to your account. We processed a refund of the most recent subscription charge and, as a courtesy, I have processed a refund of the second subscription charge. 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. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 7, 2013/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/10/2013 Delivery Issues | Read Complaint Details
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Complaint: I filled in registration info and pressed register. That's when I saw item at bottom of page saying I agree to terms of service I want to cancel re On November 14 2013 at approximately 6:30-6:45? I filled in registration form to get an answer to a single question. I did not ask that question because I finally figured out how to find the terms of agreement and decided to withdraw my application at that time. I could not do this because if there is place to withdraw applications without having used this companies services I could not find it! Please help me to un-regiter

Desired Settlement: Please help me to un - register from this company or service

Business Response: Initial Business Response /* (1000, 5, 2013/11/21) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for any confusion you've experienced with our site. When an email address is registered, an account is created and is kept open in case a customer wants to use the site in the future. However, a customer will not receive any charges unless they post a question on our site or enroll into a subscription program. You have done neither of those things so I can assure you that you will not be charged. As requested, I have closed your account. 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. Warm regards, ***** Customer Support Supervisor

12/5/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Fraudulant Charges for Not Authorized Services I used the Just Answer Service for a one time one charge service. I was satisfied with the results. I now notice Just Answer is charging me for unauthorized services. They are not responding to requests to stop the charges and refund the fees charged. I would like help from the BBB. Thanks

Desired Settlement: A refund and to stop unauthorized charges.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Have been charged a total of $270.00 for one question requested on May 24. Question was regarding Kobo ereader that was requested by Kobo. My new Kobo reader quit working. I emailed Kobo and they asked me to ask Just Answer if they would diagnose the problem. A Just Answer Electrncs XXX-XXX-XX acct. was created. They concluded that the reader was defective and should be replaced by Kobo. Kobo replaced the reader but Just Answer continued to bill me. As below: May 24 original billing $30.00. Then they continued to bill under the same account # of XXX-XXX-XX. May 31 $40.00, July 2 $40.00, July 31,$40.00, Sept 3, $40.00, Oct 1 $40.00, Oct 31, $40.00. There is no way to contact them and request a refund and get them to refund my account and CLOSE IT PERMANENTLY. I could have bought a new reader for what they have charged me. 440.00

Desired Settlement: I would like a refund credited back to my credit card in the amount of $240.00. I will also be contacting Kobo to inform them of the problem I've had with Just Answer.

11/21/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: JustAnswer claims that I posted a question in 2011 Today I signed in to Just Answer to get help with a BMW (i.e. CAR) issue. The site shows that I have an unpaid answer from 2/23/2011 regarding the use of Leviquin. I never received an answer and therefore am not inclined to pay for a debt I did not incur.

Desired Settlement: I would like their claim that they answered my question removed.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Can you please provide more information about where on the site you see that you have an unpaid answer? Upon simulating your account, I see that there was a question that was asked under your email address back in 2011 but that question was closed and your payment for that question was refunded. That does not show as "open/unfunded" on our end and we are not expecting any payment from you. If you access the My Questions link under your account, you should see "closed" next to the old question. On our end, there is nothing pending with this question. 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. Warm regards, ***** Customer Support Supervisor

11/1/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Company offers online support for cell phones. Claims no charge unless you are satisfied. Never completed my request and still billed me. On September 30 I sought help for a LG Optimus cell phone. I agreed to a $15 charge because they said you are not charged unless satisfied. Their specialist asked me a question about it. I responded to the question and the representative never responded. To date he has never responded. Before I even finished talking to him, they had already charged my paypal account.

Desired Settlement: The $15 charged to my account for a service that was never provided. It would be nice if the company came close to living up to their claim that customers do not pay unless satisfied with the service.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, I see that we processed a refund of your payment on 10/11/2013. Also, please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. Furthermore, you mentioned that you posted a reply to the Expert's question, however, upon reviewing the page, I do not see a response from you. I'm unsure where you posted your reply to the Expert so if you'd like to give me more information about how you used our site, then I can look further into why the Expert did not receive your reply. In the interest of maintaining goodwill, I have added a credit of $20 to your JustAnswer account that you may use toward a question on our site within the next 30 days. Since the credit is promotional it is not refundable but we hope that you give us another try so that you can experience the great benefits of our site. 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. Warm regards, ***** Customer Support Supervisor

11/1/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: JustAnswer.com refuses to delete credit card info and fraudulently collects and keeps a "deposit." JustAnswer.com advertised a "Money Back Guarantee" if user is not satisfied with their service. I was not satisfied with JustAnswer service and policies and attempted to cancel my trial and get a refund. JustAnswer did not refund my money and refused to delete my credit card info from their records. I gave the person who answered my question a satisfactory rating out of politeness for him though I did not like the site, their business practices or customer support. I was told I could not have a refund because I had given the "expert" a satisfactory rating, even though I was not satisfied with the company or their deceptive practices. The "cancel your subscription" instructions on the site also appear to be deliberately misleading and incorrect.

Desired Settlement: I would like the refund of my "deposit" which was promised in Just Answer's advertising, and I want my credit card information removed from their records and website.

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I have deleted your credit card information from our site today and your account was closed on 10/26/2013. It appears that there was some confusion about the payment process and subscription plan. When you contacted our customer support team on September 13th, 2013 requesting a refund of your payment, we informed you of how the payment process and subscription work. We also informed you that your payment had already been transferred to the Expert when you gave them a positive rating. If the Expert was able to assist you, then we make an attempt to let them keep their earnings before we process a refund. We did not, however, refuse to process a refund. Instead, we asked for confirmation of your request but did not receive a response. I have processed a refund of your payment today. 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. Finally, with regard to the subscription cancellation instructions on our site, I see that you cancelled your subscription on 9/11/2013. When a customer's subscription is already cancelled, the instructions become invalid. 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. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 7, 2013/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/31/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Failure to provide advertised service. Ignor billing complaints. Internet is full of information about this company I just want the BBB to know that this company uses the BBB Logo and claims to be a A+ rated company. If you take the time to review the customer complaints you will find that the consumers rate them lower than they do our congress. I have pretty well resolved this problem and will not need your assistance unless they decide to add additional charges to my account. I only want to state here, If this is true that they are ratted highly then my confidence in the BBB has eroded to Nothing. This is the age of the Internet. I will trust the comsumer complaints on the internet before I will ever trust the BBB again, assuming that they have been allowed to use the logo. ADDITIONAL DETAILS: Case is being handled by another organization: Discover Card and probably FTC

Desired Settlement: I caught this in time to stop it with a $1.00 charge which many companies are first charging the credit card to see that it is valid and a $45 charge for an answer that I never received. Nothing! My credit card company has removed the $45 charge and the $1.00 still remains. The $1.00 means nothing to me but it means big bucks to them if they can skim an extra dollar from everyone. I have let them know about the $1.00 and will be watching to see if they keep it. Just Answer Com will not be used by me ever again.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I was unable to locate a transaction associated with your bellsouth email address. Please let me know what email address you've registered on our site so that I may locate your account and process a refund of your payment. If you did not register and email address then it means that you have created a guest account. I can locate your transaction if you'd provide me with the first 6 and last 4 digits of the card that was charged. I can assure you that I will only use this information to further assist you. Also, it sounds like there is some confusion about our payment system. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. This process can be found on our How it works page here: http:/***************.com/how-justanswer-works Furthermore, the $1 authorization you saw on your statement is not an actual charge, it is only an authorization and will simply drop off your statement within a few days. Finally, I checked our email logs and was unable to find any billing complaints. I searched under your bellsouth email address. If you used another email address, possible the one that is associated to your account, then please let me know and I will try to locate your complaints and find out why they were not addressed. I look forward to your reply and I hope to resolve your concerns. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

10/29/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I want a refund because you did not fulfill your contract. *********** Complaint: I paid for UNLIMITED questions to this co. for a 30 day service. After 4 days, my account had been flagged and my questions required more $ to be answered!!!!! I paid for one month of unlimited questions, after 4 days, my questions would not submit unless I agreed to pay additional $. I've attached a copy of a warning I received from one of the appraisers. Your Expert needs more information--I gave her ALL of the information another REAL appraiser gave to ME. I did all her work and then more money. ****, you should be ashamed of yourselves. And I am in a wheelchair, completely disabled...but I will write again, as I stated. Now give me my refund!!! **************, Wheat Ridge, CO 80033 Hello, I can do all of that, and would love to. Just be sure to put my name in them! I think you must be on a plan with Just Answer, just to let you know be careful sending a lot of questions in one day or every two days, I have a lot of customers who are on plans that said when they sent to many it must have flagged the system and it made their account get suspended, that is was a pain getting with customer service to get it back. Just thought I would give you a heads up!

Desired Settlement: oney back, NOW.

Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. I reviewed the the JustAnswer account associated with your comcast.net email address and that account was never set up with a monthly subscription plan. If you enrolled, it means that you have another account with us and I would need to locate that account in order to further assist you. Is there another email address you've registered on our site? I look forward to your reply. Warm regards, ***** Customer Support Supervisor

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Website says response time should be one hour. Mine was eleven hours with a poor response. I want my deposit back. Way too long to respond, should be about an hour, it was closer to eleven or twelve hours. Already requested satisfaction from company and gave them four days to return my deposit for services that were not rendered.

Desired Settlement: Just my $5.00 deposit back and to create a record of my dissatisfaction with their service.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry that you did not receive an answer to your question. While JustAnswer cannot guarantee or predict a response time, most questions are answered in a timely manner. Response time is affected by the number of Experts online, question volume, and the difficulty of individual questions. I see that we processed a refund of your $5 and $13 deposits on 10/16/2013. You should have received the fund back in your account but please let me know if you have not. In the interest of maintaining goodwill, I have added a promotional credit in the amount of $20 to your JustAnswer account to use toward a future question on our site within the next 30 days. Since this credit is promotional, it is not refundable but we hope you give us another try. 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. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (2000, 7, 2013/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: See attached complaint.

Business Response: Initial Business Response /* (1000, 10, 2013/09/25) */ Hello, My name is****** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the confusion you've experienced with our site. JustAnswer does not offer a stand-alone free 7 day trial, however, our subscription program comes with a free 7 day trial upon enrolling. The subscription and trial is not retroactive so the question you posted before you signed up requires a payment. Any questions posted after enrollment are posted at no additional charge. Please let me know the email address that you registered on our site so that I may locate your account and process a refund of your payment as a courtesy. I look forward to your reply. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted a question to JustAnswer. It wasn't answered, but I was charged $38. This wasn't refunded despite advertising to the contrary. On 9/20/13 I submitted a question to JustAnswer about my ill dog. The "expert" provided no answer. I was charged $38, however. I have contacted JustAnswer, but have not received a response. I tried to cancel my subscription, as well, but I could not because the directions they provided do not work. I contacted them about this problem too. Again, I received no response.

Desired Settlement: I would like a refund of my $38 and my subscription canceled.

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the trouble you've experienced with our site. Please let me explain how our payment system works. When asking a question on JustAnswer, 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 Expert's response 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 charge that was made to your account was for the good faith deposit. The deposit is distributed to the Expert only after the customer gives their answer a positive rating. I see that we processed a refund of your $38 deposit on 9/24/2013. 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. Furthermore, upon reviewing your account, I see that you never enrolled into a subscription program and this is the reason the instructions you followed for cancelling the subscription were not applicable. Would kindly provide me with information about why you thought you had enrolled? Did you receive an email from us stating that you had done so? Was there any messaging on our site that confirmed an enrollment? Any information you can provide will help us to improve our site. Finally, you mentioned that you contacted our customer support team and had not received a response. I see that you emailed us on 9/21/2013 and that a response was sent to you a couple of days later. A response should not have taken this long, so I apologize for the delay. In the interest of maintaining goodwill, I have added a credit of $20 to your JustAnswer account to use toward a future question on our site within the next 30 days. Since this is a credit, it is not refundable but we hope you give us another try. I hope that these concerns have resolved to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor

10/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: they promised free trial, asked for credit card, kept charging my credit card, when asked the FIRST question, charged again, *I am out hundreds ! They promised free trial of a week, when I asked about a Yahoo e-mail problem (simple one) they NEVER ANSWERED THE e-mail, but immediately charged again and again (I can submit credit card charges to prove) then when I asked a simple question "How can I get rid of you?" they "locked" the question but first proceeded to charge another $ 100 promising an answer. The answer never came. All this over the internet, . I begged them to have mercy, I am an 84 year old widow on a limited income. PLEASE HELP

Desired Settlement: I would like to have the money refunded as soon as possible: 46.36 on Aug 16 59.43 on Aug. 23 59.28 Sept. 23 73.82 Sept. 23 For all this money I NEVER RECEIVED AN ANSWER to my two questions: the Yahoo e-mail problem (now solved) and how to unsubscribe from their "service"

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Upon reviewing your account, it looks like you enrolled into our subscription program by mistake. The subscription has been cancelled and I can assure you that you will not receive any recurring charges from us. We processed three refunds today, 9/30/2013: two of 197 ILs, and one of 247 ILS. 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. With regard to the payment associated with your email question, I see that you offered a positive rating for the Expert's help which transferred a payment to them, however, you mentioned in this complaint that you never got an answer. Were you not satisfied with the help the Expert offered? Finally, you posted your customer service inquiry about cancelling your subscription as a question on our site instead of contacting our customer support team directly. This is the reason you were charged. This payment was refunded. For future reference, please contact us at support@justanswer.com or by phone at (888) 587-8220 24/7 for assistance. Please let me know if there is anything else I may assist you with and I would be happy to help. Warm regards, ***** Customer Support Supervisor Final Consumer Response /* (3000, 7, 2013/10/01) */ As instructed I reviewed their reply. It is absolutely not true that I ever evaluated an answer, since I NEVER RECEIVE**AN ANSWER. Not to my e-mail question or any other mail sent. I have no copies of their numerous e-mails confirming receipt of the money, but I can assure you I never received an answer to any of my questions, probably I was nervous and pressed the wrong button, to evaluate, but that does not justify their withholding a refund that they legally owe me for defrauding me in he first place. I even wrote to them twice, telling them that they have the gall to ask for evaluation when all they did is take money from my account, without providing the service, let alone the promised 7 day free trial thanks for your help. ** ***** *******

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company misrepresents selves as part of Apple and states satisfaction guaranteed. "Help" received in one email did not work and no other help given. I researched on line for Apple assistance by googling "iPhone 5 troubleshooting" and found link to "Ask Tech Support Now" with link of 'apple.justanswer.com/' . I connected to link and my first clue should have been when the "apple" at the front of the address left and address then immediately became www.justanswer.com. It indicated that a tech could answer questions for a payment regarding my apple product. In the past I had paid legitimate apple support so I believed they had a new web site. I saw that the "apple" had left the www.address but saw "100% guaranteed" and that questions could be asked until problem solved. I checked the page and saw that this was a BBB A+ rated site so felt that it should be safe. I forwarded the question to "********" and site indicated that he would be looking at same. "********" had quite a high level of success and satisfaction (several hundred persons), so again, I thought was safe. After my question was forwarded, it then indicated that "******" now had my question and his number of satisfied customers was like 35 or 38. Again, I should have taken that as another warning. Again, BBB A+ was indicated on the link page. I entered my credit card information and read that $5 would be charged first and upon satisfaction, the next $42 would be charged to the credit card upon my rating the help and satisfaction in regards to the assistance. Approximately 10 minutes or so went by and I received a response from ******. There was approximately 20 minutes that past as I attempted to do what ****** had told me to do. None of his suggestions worked. I forwarded another message to him and no response after another 10 minutes. I checked the account and saw that $47 had been charged to my card although I had yet to rate his assistance as per the agreement indicated in the "contract" when my credit card information was requested and it stated that the last payment would not be made until service was rated and my problem solved. I then rated the assistance as poor. At 3:53 pm, I received an email from JustAnswer that had the heading "I apologize". I responded that I was unsatisfied and that the problem was never solved and that I was now out $47. I have yet to receive a response back. When I checked the BBB link I saw that there had been 515 complaints and almost 40% were due to product/service. I am disheartened that you would link yourselves to a business like this and will likely not use a BBB accredited web business again because of this. What I would like is $47 charged back to my credit card number.

Desired Settlement: I would like to have my $47 returned to my creditcard as this was not 100% satisfaction guaranteed as per the statement on line. I have since gotten other assistance and I am working at solving this problem through another route as I received no help whatsoever from "******" and his help was no help whatsoever. I would also like to see that they remove the "apple" from the beginning of the Ask Tech Support Now link as they misrepresent themselves as part of Apple. Thanks. ***** ********

9/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for UNLIMITED questions to this co. for a 30 day service. After 4 days, my account had been flagged and my questions required more $ to be ans I paid for one month of unlimited questions, after 4 days, my questions would not submit unless I agreed to pay additional $. I've attached a copy of a warning I received from one of the appraisers. Your Expert needs more information From ****** B. Saturday, September 21, 2013 5:25 PM EST Hello, I can do all of that, and would love to. Just be sure to put my name in them! I think you must be on a plan with Just Answer, just to let you know be careful sending a lot of questions in one day or every two days, I have a lot of customers who are on plans that said when they sent to many it must have flagged the system and it made their account get suspended, that is was a pain getting with customer service to get it back. Just thought I would give you a heads up! I am going to do some research on this and get back with you soon. Does yours say made in Italy? ******

Desired Settlement: FULL Refund, No communication with this crap of a company. And them to be removed from any affiliation with the "BBB". I HOPE THIS IS CLEAR AND I HAVE GOT MY POINT ACROSS!

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ Hello, My name is ***** with the customer support team at JustAnswer. I received a copy of your complaint filed through the Better Business Bureau and I'd like to help with your concerns. Firstly, I'm sorry for the problems you've experienced with our site. Our subscription program is subject to our fair use policy which is referenced on the subscription offer on our site. For your convenience, I have included the policy below. Fair Use Policy: Subscriptions are intended and authorized only for personal, non-transferrable, not-for-resale use only. Excessive use by any particular customer may impair JustAnswer's ability to offer subscriptions at reasonable prices to other customers and/or indicate non-personal, transferred or resale use. JustAnswer's Right to Cancel: Notwithstanding any other terms, JustAnswer reserves the right to cancel your subscription or any subscription program in its entirety at any time and for any reason, including but not limited to your excessive use (as determined by JustAnswer in its sole discretion). In the event that JustAnswer cancels a subscription, it will refund the current month's or year's subscription fee. In addition, JustAnswer reserves the right to change the terms of this subscription at any time, upon notice to you via the email address in file with JustAnswer. As a courtesy, I have processed a refund of your most recent payment of $52. 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. Warm regards, ***** Customer Support Supervisor

9/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account at justanswer.com with $36.00 in it, used no services, yet the money was taken from my account. I had an account with justanswer.com that was opened in 2012. I had used their services previously and was satisfied with their services and paid promptly. On October 12 2012 I attempted to use their services again and was dissatisfied and did not agree to pay as per their policy states. No money was deducted from my account for their service. My account remained with a $36.00 balance. Just today (9/7/13) I attempted to use their services again but couldn't figure out why they were trying to charge my Credit Card again considering the amount I was attempting to pay was less than my Account balance of $36.00. So I called them and asked what the problem was. The service rep informed me that I had no money in my account and that it had "expired". I asked well if it had expired, then clearly you must have refunded it to me? She replied that it was not refunded; it was just gone. I asked; So you just stole my money?. She said No it just expired. I told her that was Illegal and I would appreciate my money back. They provided me no service and I would not expect to pay them for nothing.

Desired Settlement: I would like my $36.00 back that was stolen from me.


Customer Review(s)

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Customer Reviews Summary

102 Customer Reviews on JustAnswer
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