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:09/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 initiated a chat with ******* to find a provider (referred by *********). I searched up through ******. I cliched on the TELEDOC and proceeded to chat with a chat bot explaining I was referred by health as they were contracted and I explained my situation. I was immediately sent to a payment screen requesting a $5 fee. OK, so I thought $5 initiation fee. I paid then noticed the logo charge to JustAnswer. OH no, I have had an experience similar before and I immediately asked for a refund because I was charged $70 not $5 as I thought. less than 5 minutes in I asked for a refund and cancelled my subscription (that I didn't know I was signing up for). I was told under certain criteria I would be given a refund. When I asked what that criteria was, the agent disconnected.

  

  Business Response

  Date: 09/09/2025

  Hello *******,

  Thank you for bringing this to our attention.  I apologize for any confusion or misunderstanding.  It appears that you were directed to JustAnswer, but your particular kind of question is not one that the Experts would be able to handle.  I'm sorry that you were cut-off during the phone call.  I found that the agent fully refunded your $70 payment for you yesterday, September 8th.  Your 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 the account because it was never finalized.

  I hope that all of your concerns have been addressed.  Please let me know if you need further assistance.
  
  Best regards,
  Meg at JustAnswer Customer Care
  ********************************************************** or call **************

• Initial Complaint

  Date:09/08/2025

  Type:Order 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.

  Was charged an annual membership fee of $48 with no advance explanation. There have apparently been multiple scamming issues with this company. Please add to your files. Thanks.

  

  Business Response

  Date: 09/09/2025

  Hello *****,

  We are very sorry that there was any confusion over the offer that you accepted when you posted your question on the site.  I reviewed your account and found that the offer you accepted when you posted your question was for $5 + $48.  The $5 is for the sign up fee.  The $48 is payment for ****************************************** any category, where renewal of the membership can be cancelled at any time.
  
  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis.  For example, the price of the question you've posted has a value of $28.
  
  Here's a list of over 100 categories that are covered by the membership program where you have all kinds of verified Experts at your fingertips:
  
  *****************************************************************************
  
  In the future we hope that you will avail yourself of the service and see how convenient it is to be able to contact verified doctors, veterinarians, lawyers, accountants, mechanics, and a wide variety of repair people such as computer techs, appliance techs, electronics tech, etc.  
  
  Your $48 payment has been refunded for you.  The funds are made available to the 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, you will not see any recurring membership charges.  If you would like to reactivate your membership in the future, please send your request to our Customer Support team at ************************************************************. 
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance.

  Best regards,
  *** at JustAnswer Customer Care
  ********************************************************** or call **************

  Customer Answer

  Date: 09/09/2025

  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:09/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 have been charged this month for a service I canceled last month, after not realizing it was a continuing billing site, not a one time charge. This is outright fraud, and I want it STOPPED.

  

  Business Response

  Date: 09/08/2025

  Hello ******,
  
  Thank you for reaching out. I completely understand how this situation may have caused some confusion, and I appreciate you bringing it to our attention.
  
  After reviewing your account, I can confirm that you enrolled in a monthly membership plan with a $55 fee. This plan includes your initial question as well as any additional questions while your subscription remains active. The terms of the membership, including automatic billing, are clearly outlined on our Offer Details page. We make sure that pricing and terms are always presented prominently on the payment page, and all customers must review and agree to them before completing enrollment. Our intention is always to remain transparent and avoid any misunderstandings or unintentional sign-ups.
  
  I also want to reassure you that your membership was canceled on September 8, 2025, and no further recurring charges will be applied. The last charge to your account was on September 7, which means the billing took place just before your cancellation request. As a gesture of goodwill, weve already processed a refund for that most recent charge.
  
  If you have any other questions or need further assistance, please dont hesitate to reach outwere here to help.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************
  

• Initial Complaint

  Date:09/07/2025

  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 asking a question on the ********************************** concerning my dog. I went through the answer bot system. It stated I would be charged 5.00 for this and I accepted. The next thing I see is a charge for *****. I didnt authorize this and when I asked about this I was notified I accepted a ***** membership fee. I never stated or signed anything concerning a membership I just wanted an answer about an issue with my dog. I argued this with their customer service team and received this answer. Hello,Thank you for your message. I completely understand your concerns regarding the charges, and I appreciate the opportunity to clarify.Our service operates much like a gym membership or streaming platform, such as *******. Once enrolled, customers gain monthly access to our experts, and the membership fee remains consistent, regardless of how frequently the service is used. This structure allows us to offer continuous access to a wide range of experts across multiple fields.When visiting our site, customers are guided through an initial interaction with our virtual assistant to share their questions or concerns. From there, they are directed to a payment page that outlines both the membership fee and the one-time join fee, which are collected at the time of enrollment. If a customer does not wish to proceed, they have the option to decline the service before any charges are made, as we only offer a monthly membership option.After reviewing your account, I can confirm that you are not eligible for a refund under our current policy, which is outlined in our Terms of Service. However, your membership was successfully canceled on 09/08/2025, ensuring that no further charges will occur.If you have any other questions or need further assistance, please feel free to contact us. Were here to help.Again I never authorized this transaction only a 5.00 one. Can you please help me. I feel like Ive been scammed.

  

  Business Response

  Date: 09/08/2025

  Hello ***,
  
  Thank you for reaching out. I understand how this situation might have caused some confusion, and I appreciate you bringing it to our attention.
  
  After reviewing your account, I can confirm that you enrolled in a monthly membership that includes a one-time join fee of $5 and a recurring monthly fee of $65. This membership covers your initial question and any additional questions during your active subscription. These terms are clearly outlined on the Offer Details page, which fully explains the subscription and automatic billing. As a members-only service, we always present the pricing and terms prominently on our payment page. All customers must review and agree to these terms before enrolling. Our goal is to maintain full transparency and prevent misunderstandings or unintentional sign-ups.
  
  I can confirm that your membership was canceled on Sept 7, 2025, and the charge has already been voided; no further recurring charges will be applied. The charge was canceled before processing, and only an authorization hold appears on your account. Since no charge was made, no credit will be issued. The hold should drop off within 35 business days, leaving no record of the transaction.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************

  Customer Answer

  Date: 09/08/2025

  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:09/07/2025

  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.

  On September 4, 2025 I came across ************************** while looking for customer service on a *************** printer. JustAnswer claimed they would provide support if I would send them $5.00 via credit card and that I could cancel at any time. I agreed to send $5.00 and gave them my card number but before receiving an answer I decided to cancel. When I clicked on the "contact us" button to tell them I wanted to cancel I got an internet error "400 invalid request". I tried both links in their document several times and got the error every time.Because I was alarmed, I looked up my credit card status at my bank and was shocked to see I had been charged $5.00 plus another charge for $65.00 without my knowledge or consent. I immediately called my bank to dispute the charge, to tell them I had been tricked, and to cancel my credit card. All this happened before ************************** ever attempted to provide any tech support.When I connected with JustAnswer customer service to ask for a refund of my $65.00 they claimed I had agreed to this charge when I paid $5.00. This is not true. I paid the $5.00 on a little pop-up window that was too small to display any kind of agreement much less disclose a "membership agreement" or a $65.00 a month charge.If these people are running a legitimate business they should refund my $65.00. Otherwise I will file a formal complaint with the *****************************Thank you,

  

  Business Response

  Date: 09/08/2025

  Hello ****,
  
  Thank you for reaching out. I understand how this situation might have caused some confusion, and I appreciate you bringing it to our attention.
  
  After reviewing your account, I can confirm that you enrolled in a monthly membership that includes a one-time join fee of $5 and a recurring monthly fee of $65. This membership covers your initial question and any additional questions during your active subscription. These terms are clearly outlined on the Offer Details page, which fully explains the subscription and automatic billing. As a members-only service, we always present the pricing and terms prominently on our payment page. All customers must review and agree to these terms before enrolling. Our goal is to maintain full transparency and prevent misunderstandings or unintentional sign-ups.

  I also want to acknowledge your concerns about the charges. Our records indicate that you accepted the membership offer when you submitted your Computer question. For your reference, here is an example of how the membership and pricing details appear during the sign-up process:
  
  *********************************************************************************************************
  *Please note: This screenshot is provided as a general example of the payment page and does not represent your specific transaction.
  
  I can confirm that your membership was canceled on Sept 6, 2025, and no further recurring charges will be applied. We have also processed a refund for your payment. You will see this reflected on your statement within 35 business days, depending on your banks processing time.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************
  

  
  

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23852449
  
  I am rejecting this response because:

  They sent me an email claiming they sent a refund. My bank says they actually billed me again rather than send a refund!

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

  

  Business Response

  Date: 09/10/2025

  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 in 3-5 business days 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: 09/10/2025

  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:09/07/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Several months ago, I was making a one time purchase of $5 on this website for a service I didn't end up using. Somehow that turned into a monthly subscription of $41 that I was unaware of. It only ran for a few months so I simply cancelled it and let it slide. However, the subscription seems to have started up again without my knowledge or permission a few months after I cancelled it. I would like for all amounts charged to my card be refunded entirely and for my account to be deleted so this never happens again. I tried using their customer service on their website but it keeps asking me to log in to ask it a question even when I'm already logged in. I called their number located on the BBB website and they kept making excuses, hanging up on me, and refusing to resolve this issue. It wasn't until I threatened this complaint and possibly contacting a lawyer that they finally gave me the refund. I still felt the need to continue this complaint in order to have it on the record as there is definitely something sketchy going on with this website.

  

  Business Response

  Date: 09/08/2025

  Hello ****,
  
  Thank you for bringing this matter to our attention. I understand your concern regarding the unexpected charges and the difficulty you experienced in resolving the issue.
  
  After reviewing your account, I can confirm that you enrolled in a monthly membership that includes a one-time join fee of $5 and a recurring monthly fee of $41. This membership covers your initial question and any additional questions during your active subscription. These terms are clearly outlined on the Offer Details page, which fully explains the subscription and automatic billing. As a members-only service, we always present the pricing and terms prominently on our payment page. All customers must review and agree to these terms before enrolling. Our goal is to maintain full transparency and prevent misunderstandings or unintentional sign-ups.
  
  I can confirm that your membership was canceled on Sept 7, 2025, and I have noticed that we issued refunds for 5 membership payments of $41 each and a $46. 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. No further charges will be applied.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************

• Initial Complaint

  Date:09/07/2025

  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 have the same complaint as everyone else. The membership charges are deceptive. I asked a question on August 7. I understood my membership was cancelled, especially because I received an email on August 7 stating I would receive a $65 credit for the cost of the membership. (I was already charged $5 and I am not disputing that.)I was charged $65 today. I cancelled the membership again today. I contacted JustAnswer and they will not refund me the $65.This is a scam. As a previous person noted, they know they are misleading people and they don't care about trying to correct that.STAY AWAY FROM THIS COMPANY.

  

  Business Response

  Date: 09/07/2025

  Hello ******,

  Thank you for reaching out.

  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: *********************************************************************************************************
  
  *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.
  
  As per your request, we're initiating the cancellation of your membership payment today and it 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 07-Sep-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: 09/08/2025

  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:09/07/2025

  Type:Sales and Advertising 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.

  On September 7 at 11:34 am, I received an email that I was charged $53 for JustAnswer when I used the company once in 2010. The email said the transaction was Order ID ************. The email came from ***************************************************** Three minutes later, they sent me an email saying that my card ending in 9503 was being refunded $48. I dont have a card with that number. Transaction ID : *********. The email came from *********************************** I got a final email saying they were sorry to see me go blah blah. Also from the info address. I went to their website independently without clicking on any links to contact their customer service to figure out what was going on but they wont let me ask customer service for help unless I pay $5 which they claim is fully ************** I am getting an email from technician Orlanzo at JustAnswer saying Hello! I'm Orlanzo from JustAnswer and I'll be assisting you with logging in to your Hulu. I tried calling but got no answer. I have no idea what is going on. This feels like they are trying to phish or steal my info.

  

  Business Response

  Date: 09/07/2025

  Hello *******,
  
  Thank you for reaching out to 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,
  Bella
  JustAnswer Customer Care
  ******************************************************************* or **************

  Customer Answer

  Date: 09/08/2025

  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:09/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Went on to what I thought was manufacturer's site to ask for product support on 9/4/25. Small window popped up saying a $5 refundable fee was needed before an answer could be given. I asked why the company was charging for product support several times but received no answer. I needed to acces my safe **** so I paid the $5 still thinking it was manufacturers' site. A new window popped up stating I will now be charged $55/month membership. I then realized I was on a secondary site and not the manufacturer's site. I went to manufacture's site gound the answer to my problem even before this company got back to me, which by the way took way to long. I canceled my membership but my credit card was was already charged $60.00. I have already put in a dispute claim with my credit card company but I feel that this company uses very deceptive advertising practices.

  

  Business Response

  Date: 09/07/2025

  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 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 told on chat that to get help from this company, I would need to pay $5.00 refundable fee. When I used pay pal the amount charged was $53.00. This was clearly a bait and switch and I see other people have brought you the same complaint as no where was that fee posted. I understand I also signed up for the company to charge me on a monthly basis. This was cancelled after I alerted pay pal but no refund was forthcoming from the company for the $53.00. This is a scam and I have gotten no refund from my emails to customer service. Please get me my refund that is due and have the company clearly post their fees for the consumer before they sign up. I have also asked several times for the chat bot transcript but they will not send it to me. This is where I was told the fee would be $5.00 and fully refundable. Thank you for your attention to this matter. *****

  

  Business Response

  Date: 09/06/2025

  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: *********************************************************************************************************
  
  *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 recent charge made to your ****** account has been canceled. The funds are made available to ****** within the next business day, and you should also receive a notification email from ****** about the refund. In addition, the membership has been canceled from your end on 03-Sep-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 **************