Complaints

This profile includes complaints for JustAnswer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JustAnswer

  San Francisco, CA 94129-1707

  
• 

  Just Answer

  440 N. Barranca Ave #7508 Covina, CA 91723

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was chatting with the chat bot on their site. It said it would connect me with a vet (cat issue), and that there was a $5 sign up fee. I clicked the form to proceed and was taken directly to the page where you enter your card info. No other info from them was given. I entered my info on the premise that it was only $5. Imagine my surprise when I checked my bank account the next day to see two separate charges- the original $5vi agreed to, and a $65 charge I found out was for their subscription service. That I was never informed of, nor agreed to. Pleas to their "customer service" yielded no results.

  

  Business Response

  Date: 08/04/2025

  Hello *******,
  
  We hear you and are eager to address this concern.
  
  We've cancelled your payment. Your payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized.
  
  If you have any further questions, feel free to reach out. We're happy to help.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or **************

  Customer Answer

  Date: 08/04/2025

  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was advertised for paying $5 for online experts' answers. I used it one time and stopped because it didn't help much. I recently noticed a pending charge of $55 from justanswer, and it turned out to be a monthly fee. I was not aware of the subscription, because I never got any email reminding me a payment is coming up or a payment has been made. I only found out because I checked my Bank account. I have cancelled the subscription but their customer service refused to refund even though the payment is still pending and I haven't asked any answer or use their service during this monthly period.

  

  Business Response

  Date: 08/04/2025

  Hello Xiaotang,
  
  I'm happy to help with your concern.
  
  I've cancelled your payment. Your payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized.
  
  If you have any further questions, feel free to reach out. We're happy to help.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or **************

  Customer Answer

  Date: 08/04/2025

   Complaint: 23694875
  
  I am rejecting this response because:

  The refund you issued is for the most recent $55 charge that should not have happened in the first place. I signed up for Justanswer on 5 July but you charged me for next billing cycle on 2 Aug which was ahead of time.

  I searched my transactions history and found another $55 was charged immediately after I signed up for Justanswer, on the same day on 5 July.

  The advertisement for paying $5 to sign up and $55 monthly is misleading people to believe it's $5 for the first month, not knowing another $55 is charged immediately. 

  I also didn't not get any form of receipt or confirm after the charges, therefore I didn't notice the additional cost until now. This is not a proper practice a legal-advice-giving company should have!

  Please refund the $55 charged on 5 July.

  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 08/04/2025

  Hello Xiaotang,
  
  Thank you for reaching out. I understand how this may have confused you, and I appreciate you bringing it to our attention.
  
  Upon reviewing your account, I can confirm that you enrolled in a monthly membership, which included a one-time join fee of $5 and a recurring monthly fee of $55. This membership covers your initial question and any follow-ups during the active subscription. These terms are clearly outlined on our Offer Details page and are presented on the payment screen before enrollment. All customers must review and accept these terms before proceeding.
  
  I understand your concerns regarding the charges. Records show that you accepted the membership offer when you submitted your Traffic Law question. For your reference, heres a sample of how the membership and pricing details are displayed during the sign-up process:
  
  *********************************************************************************************************
  
  Your membership was canceled on Aug 3, 2025, and the most recent charge was voided; no further charges will be made. An additional refund for your payment has also been processed.
  
  Please dont hesitate to reach out if you have any other questions or need further help.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************

  Customer Answer

  Date: 08/04/2025

  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.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:08/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up in order to receive some technical help around April 23rd. Initially, I was charged the correct amount of $5 fee + $40.00 for the first month. However I requested to have my account cancelled through their customer service email promptly on April 27th. Since this date until present day, I have been charged $40.00 per month unknowingly. This has resulted in me being charged $120.00 for a service that I explicitly cancelled. This is unethical and should be illegal. I have attached screenshots of the emails for proof of my conversation with customer service. In my first reply to the customer service ticket I explicitly say "I would like to cancel everything", which after locating my account was not completed.

  

  Business Response

  Date: 08/03/2025

  Hello ******,
  
  Thank you for bringing this to our attention.
  
  Thank you for reaching out. I understand how frustrating unexpected charges can be, and Im here to help clarify things for you. Upon checking, we did not receive a cancellation request from your end. What we saw was only a declined membership transaction on July 27, 2025. Since the membership was not completely canceled, the system continued to process charges as usual.

  We're initiating the cancellation of your three (3) membership 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 addition, the membership has been succesfully canceled from your end on 03-Aug-25. Moving forward, you will not see any recurring membership charges. 
   
  If you have any concerns or inquiries feel free to ask, and we'll be more than happy to guide you through it. 
  
  Regards,
  Bella
  JustAnswer Customer Care
  ******************************************************************* or **************

  Customer Answer

  Date: 08/04/2025

  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seeking help with a stealth cam camera. The *** said it would be $5 but I was charged the $5 and another $65. I was never told anything about the $65 and I never received a call or help from a technician.

  

  Business Response

  Date: 08/03/2025

  Hello *****,
  
  Thank you for contacting us.
  
  We've sent you an email using our Customer Support platform. Please reply to the email with ticket ID ******** if you have further questions. 
  

  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************

  
  

  Customer Answer

  Date: 08/04/2025

  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 8-2-2025 Website shows $5 fee.Followup email shows $5 fee plus $40 membership fee. I did not knowingly authorize the membership fee. Didn't see it on their site.They did not contact me with an answer to my question that I initially contacted them about. Due to the unscrupulous $40 fee and the fact that they never did contact me to help with my question as promised, it seems that a full refund should be a reasonable expectation. I contacted Just Answer and requested a refund. They refused to give me a refund.

  

  Business Response

  Date: 08/02/2025

  Hello *****,
       
  Thank you for bringing this to our attention.
  
  We understand how important it is to have clear information, and wed like to help clarify things for you. When a customer posts a question on our platform, access to the service is available exclusively through our membership program. To proceed, enrollment in a monthly membership is required. This membership is set to bill automatically to provide uninterrupted access to our services. During the sign-up process, you would have encountered a message similar to the following: *********************************************************************************************************
  
  Please note, the screenshot is a sample and not specific to your transaction.
  
  Your full payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized. In addition, the membership has been canceled from your end on 02-Aug-25. Moving forward, you will not see any recurring membership charges. 
   
  If you have any concerns or inquiries feel free to ask, and we'll be more than happy to guide you through it. 
  
  Regards,
  Bella
  JustAnswer Customer Care
  ******************************************************************* or **************

  Customer Answer

  Date: 08/04/2025

  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month ago I contacted Ask A Business or Antique Expert about a clock I have. I got the information I wanted and had paid a $5.00 fee upfront and thought that was it. Then I got a charge of $65.00 on my bank statement which I paid thinking that was their charge for their service. This month I see another charge for $65.00 on my bank account and in trying to contact this business to reverse the charges and cancel the subscription which I didn't know I now had I am finding it impossible to get any help. The phone numbers provided on line take me to a Phone *** line and a senior call for help button. Totally bogus. I am going to my CU and have the charge reversed but I am asking the BBB to please help me in cancelling this "subscription". This is a shady company in my opinion.

  

  Business Response

  Date: 08/02/2025

  Hello ******,
       
  Thank you for bringing this to our attention.
  
  We understand how important it is to have clear information, and wed like to help clarify things for you. When a customer posts a question on our platform, access to the service is available exclusively through our membership program. To proceed, enrollment in a monthly membership is required. This membership is set to bill automatically to provide uninterrupted access to our services. During the sign-up process, you would have encountered a message similar to the following: *********************************************************************************************************
  
  Please note, the screenshot is a sample and not specific to your transaction.
  
  Your $65 payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized. In addition, the membership has been canceled from your end on 02-Aug-25. Moving forward, you will not see any recurring membership charges. 
   
  If you have any concerns or inquiries feel free to ask, and we'll be more than happy to guide you through it. 
  
  Regards,
  Bella
  JustAnswer Customer Care
  ******************************************************************* or **************

  Customer Answer

  Date: 08/03/2025

  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Another person submitted this account on July 29, ******* July 27, 2025, I sought expert advice from JustAnswer. The advertised price was $5. I chatted with the Bot that asked for information to relate to the expert and find the appropriate service provider. I asked the Bot what the service would cost before chatting with the expert. I did not get a confirmation that the cost was $5, instead a pop up appeared requesting my credit card info for the $5 charge. Yes. The pop up said $5. I filled in my credit card info, and the expert came on immediately and answered my question. After the five minute interaction, I went to my email, and there was an email stating that I had once asked a question before, so now I was being charged $48 instead of $5."Membership details:The $5 join fee has been waived because you are a former member. You were charged the $48 membership fee (Order ID *************."This info should have been revealed before I was charged.I had a very similar experience on August 1, 2025, when I sought advice on how to resolve the lockout of my mothers iPhone. The expert gave me good advice, I think; I dont have any issues with that. What I do have issue with is the way JustAnswer effectively conceals its $48 membership fee which the company then says is non-refundable except as required by law. I have no problem with the $5.00 charge, but I do have a problem with the way they effectively trap you into paying what is still quite a lot of money.

  

  Business Response

  Date: 08/02/2025

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership. 
  
  As a courtesy, we have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

  Customer Answer

  Date: 08/03/2025

  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 15 minutes ago I went on line looking for an Arizona lawyer. Came across this site and started using thier chat. It asked for my name, phone number and email and then to explain my issue. I explained that my lawyer had recommended I hire a civil lawyer in *** to handle my case. They then asked for payment of $5 but at the bottom it says you'll be charged the 45 and $55 for the month but I was willing because I wanted a lawyer in **.. After making payment I waited a minute or 2 and saw the screen pop up saying this is not a lawyer and client session and not a referral service. Then a lawyer started chatting and asked how she could help. I told her I knew what I needed because of speaking with my own lawyer and thought I was going to be connected to a lawyer in ******* and that it should have been disclosed before I paid that it wasn't going to happen and that I would like a refund or contact the BBB because this is bad business.. She said okay thank you bye and I ended the chat

  

  Business Response

  Date: 08/01/2025

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payment  has been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

  Customer Answer

  Date: 08/02/2025

  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.
  
  Sincerely,
  
  Lsco *****

• Initial Complaint

  Date:08/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fount Just Answer by Googling a question about my dog and decided to give it a try. When I put my credit card in, I was told I was paying a 1 time $5 (fully-refundable) fee for an answer. However, my card was then charged another $45 right away. This was not communicated before the charge was applied. It also appears the cost of membership varies for no apparent reason?

  

  Business Response

  Date: 08/01/2025

  Hellol Trey, 
  
  Thank you for reaching out. 
  
  We understand how important it is to have clear information, and we want to help clarify things for you. When you posted your question on our platform, you enrolled in our monthly membership program. This membership is designed to bill automatically to ensure uninterrupted service. During the sign-up process, you would have seen a message similar to this: ********************************************************************************************************
   
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.

  The membership fee has been refunded, and Ive confirmed that your membership is now deactivated. Feel free to reach out if you need any additional assistance.

  Best,
  *****, JustAnswer Customer Care
  ************************************************************ or ************
  
  

  Customer Answer

  Date: 08/04/2025

  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used the service of Just Answer. Indicated a $5.00 fee,paid on July 12;2025. Used credit card to pay and at the same time $65.00 membership charged. Did not request membership. Cancelled on July 14;2025. Requested the $65.00 be refunded. Not done.

  

  Business Response

  Date: 08/01/2025

  Hello *******, 
  

  Thank you for your review. 
  
  We want to make sure you're fully informed and supported. When you posted your question, you opted into our monthly membership program, which includes automatic billing to maintain uninterrupted service. You should have encountered a message similar to this during sign-up: ********************************************************************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  

  Ive processed a refund for the membership charge and confirmed that your membership has been canceled. We're here to assist you if you have any questions or need further assistance.

  Best,
  *****, JustAnswer Customer Care
  ************************************************************ or ************
  
  
  

  Customer Answer

  Date: 08/01/2025

  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.
  
  Sincerely,
  
  ******* ********