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:09/06/2025

  Type:Service or Repair 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 visited this website and it mentioned that I would need to supply my credit card to receive an answer from the veterinarian and the charge would be $5. Nowhere did it say I would be charged $70. I only knew that I was charged $70 when I received the email. I included a screenshot. I went online to request a refund of the $5 cut the representative refused and said that it was no -refundable. This is false advertising and someone should do something about this to protect the consumer.

  

  Business Response

  Date: 09/06/2025

  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: 09/07/2025

  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:09/06/2025

  Type:Sales and Advertising 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.

  The site said it was $5 to answer my question. They billed me and collected $45 for "membership" to Just Answers. After quickly cancelling my membership they told me that I had to go to their website for the expert!!!

  

  Business Response

  Date: 09/06/2025

  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: 09/07/2025

   
  Complaint: 23848071
  
  I am rejecting this response because: They advertised a $5 cost to answer one question and then charged me $45! I see that there have been thousands of complaints filed on this company and it appears that the BBB is ignoring that fact. I never received an answer to the question that I paid for!!! Services were not rendered.
  
  Sincerely, **** A ****

  
  
  **** ****

  

  Business Response

  Date: 09/09/2025

  Hello ****,

  I apologize for any misunderstanding or confusion.  I see that my colleague refunded the $45 payment to your ****** account on September 6th.  ****** refunds are usually processed very quickly.  Please log into your ****** account to check for the refund.  

  If you have any other concerns or questions, please contact me directly.  I am happy to help you out.

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

• 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.

  Just as everyone else is describing, I agreed to a refundable $5 fee as mentioned by a bot. I was dropped down to a payment section. I agreed to the $5 fee, where I was under the impression Id speak with a vet and be able to get a prescription for my dog. They dont do prescriptions, and on top of the $5 fee, I was hit with a separate transaction of $65 that I did not agree to. On my phone screen, there was no mention of a $65 membership fee.

  

  Business Response

  Date: 09/06/2025

  Hello Ashlyn,
  
  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: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 charged $130 for a "subscription" that resulted from my attempt to get a one time answer to a single problem with my ******************** The reason for this request is that I was misled in believing that the fee was for one time use only and would be the amount of $5.00. See uploaded screen shots. This occurred on August 7 and I got a charge of $65 and I was unable to ask for a refund. Then on September 5 I was charged another $65. I note that there have been other complaints of a similar nature (*************************************************************************************************************************.) You will note that JustAnswer did provide a refund.

  

  Business Response

  Date: 09/06/2025

  Hello *******,
  
  Thank you for reaching out. I completely understand how this situation might have caused some confusion, and I truly appreciate you bringing it to our attention.
  
  After reviewing your account, I can confirm that you enrolled in a monthly membership fee of $65. This membership covers your initial question as well as any follow-ups during the active subscription period. These terms are detailed on our Offer Details page and are presented on the payment screen before enrollment. Customers are required to review and accept these terms before proceeding.
  
  I also want to acknowledge your concerns about the charges. Our records indicate that you accepted the membership offer when you submitted your TV 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.
  
  Your membership was canceled on Sept 5, 2025 and no further charges will be applied. Additionally, refunds have been processed and should appear on your statement within 35 business days, depending on your banks processing time.
  
  If you have any other questions or need further assistance, please dont hesitate to reach out. Were here to help.
  
  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.

  Thank you for your prompt response, but my complaint is a bit attenuated now as JustAnswer has cancelled the membership and given me a refund of $65. This is satisfactory, however, I remain concerned that others might be deceived by their questionable fee processing.
  
   Yes, please close my complaint. Thank you.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/05/2025

  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.

  Hello, I was directed to ************************** via the ********* telehealth format. website stated I would be charged five dollars to speak to a pharmacist. I was charged five dollars and then an additional $55 per month. It was very unclear on the website that there was the $55 charge.

  

  Business Response

  Date: 09/06/2025

  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 $ and a recurring monthly fee of $55. 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 5, 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 appeared. Since it was not an actual charge, no credit will be issued. The authorization should drop off within 35 business days, and it will be as if the transaction never occurred.
  
  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:09/05/2025

  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.

  I consulted an online vet through this service for a ONE TIME use and was enrolled into a membership. I paid the one time fee on 8/6 for $53. Today I was charged $48 for something I never signed up for. I used AskAVetOnline.com yet am being charged for a completely separate business called ************************** which is also extremely shady. Their outsourced customer service was unhelpful and rude on the phone & via canned email responses. Im simply asking for a refund of subscription fee that Im clearly not using but they could care less. Total scam.

  

  Business Response

  Date: 09/06/2025

  Hello ******,
  
  Thank you for reaching out. I completely understand how this situation might have caused some confusion, and I truly appreciate you bringing it to our attention.
  
  After reviewing your account, I can confirm that you enrolled in a monthly membership, which included a one-time joining fee of $5 and a recurring monthly fee of $48. This membership covers your initial question as well as any follow-ups during the active subscription period. These terms are detailed on our Offer Details page and are presented on the payment screen before enrollment. Customers are required to review and accept these terms before proceeding.
  
  I also want to acknowledge your concerns about the charges. Our records indicate that you accepted the membership offer when you submitted your Dog Veterinary 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.
  
  Your membership was canceled on Sept 5, 2025, and no further charges will be applied. Additionally, a refund has been processed and should appear on your statement within 35 business days, depending on your banks processing time.
  
  If you have any other questions or need further assistance, please dont hesitate to reach out. Were here to help.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************

  Customer Answer

  Date: 09/13/2025

  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:09/05/2025

  Type:Service or Repair 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.

  9/5/2025 Was seeking an answer to a question on **************************. Got to a point where I was to put in credit card information to cover a $5.00 fee and discovered that my card was charged an additional $65.00 for a monthly membership that I did not agree to. I also found out after the fact that this would automatically renew every month.

  

  Business Response

  Date: 09/05/2025

  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.
  
  As per your request, we're initiating the cancellation of your full payment today. 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 your account because it was never finalized. Additionally, the membership was canceled from your end on 05-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: 09/07/2025

  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:09/05/2025

  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.

  This event happened today at 2pm 9/5/2025. My gf who struggles with a learning disability was tricked by FALSE advertisement. She came to Just Awnsers to speak with a health perfessional because she was sold the idea she would only pay five dollars, but ended up paying $55 instead. This is beyond disgusting these horrible people are putting unnecessary stress on the people that least need it. ITS EVEN SPONSERED ON GOOGLES FRONT PAGE. We want a refund her name is ****** ****** my name is **** ********. Also NOBODY even called her about the problem in the first place.

  

  Business Response

  Date: 09/05/2025

  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.
  
  As per your request, we're initiating the cancellation of your full payment today. 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 your account because it was never finalized. Additionally, the membership was canceled from your end on 05-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 **************
  
  

• Initial Complaint

  Date:09/05/2025

  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 have been trying to cancel a memebership with another business but I got to just answers. Now they are charging me $60 to cancel a memebership that they didnt help me with

  

  Business Response

  Date: 09/05/2025

  Hello ********, 

  Thank you for your review. Our records indicate that you've used our service before. When you returned recently, you saw a "Welcome Back" message along with pricing details for posting a new question. This did not include the "join fee" as it was already paid when you first signed up.
  
  Our monthly membership provides unlimited questions across 100+ categories for 30 days, with the flexibility to cancel anytime. If you'd prefer, you can switch to a pay-per-question option instead of continuing with the membership.
  
  Your membership has been deactivated, so no further recurring charges will occur. If you need any more assistance, please dont hesitate to reach out.
  
  Best,
  *****, JustAnswer Customer Care
  ************************************************************ or ************
  
  

• Initial Complaint

  Date:09/05/2025

  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 was charged $70 through ****** when I authorized only $5. When I attempted to contact the company I got a recording that went nowhere. ****

  

  Business Response

  Date: 09/05/2025

  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.
  
  The membership fee has been refunded, and *** confirmed that your membership is now deactivated. Feel free to reach out if you need any additional assistance.
  
  Best,
  *****, JustAnswer Customer Care
  ************************************************************ or ************