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:11/15/2024

  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 used this web site to ask a question about a product I have and wanted to inquire about a value. I did a web search and found "JustAnswer' and that a question was $5. I input my credit card information and waited to ask the question. I then received a notice from my credit card that I was charged $60! No where did it explicitly mention that there was a membership associated with the question and especially that it was $60 a month! Only in the confirmation email does it state that there is a membership and that it is $60 a month.Extremely deceptive business practices! I called to get a refund and was told several times that the charge was not able to be credited.Buyer be ware!They should refund my $60 due to this being very deceptive business practice.

  

  Business Response

  Date: 11/15/2024

  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:11/15/2024

  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.

  This company was authorized to charge me 1 time, five dollars, to answer a question. They then somehow have charged my card $37 a month since then as if I signed up for a subscription service but I never authorized them to continue to charge me. I never made an account or anything so there is no way to contact anyone from the business. They only have an AI chat and no other way to get into contact with a real person.

  

  Business Response

  Date: 11/15/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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:11/15/2024

  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 tried JustAnswer's service and was disappointed to find that they use a practice to trick people into believing they are paying a minimum fee to ask a question, when in reality they are signing you up for a reoccurring monthly membership. Since I usually spot these tactics, I had to clear my history/cookies and walked back through their process again to see what I missed. Plus, I had to contact JustAnswer right away to refund my money and cancel the membership, and they did.
  
  A. Their virtual assistant (chat) is not programmed to divulge any information about the monthly membership. It says you can talk to the agent about that, but it doesn't tell you about the membership.
  
  B. When you ask chat how the process works, it says it's easy, just pay $5 and to ask a question then a credit card box pops up for the $5. You check off a box at the bottom of the credit card box, then later you find out that box is where they have the fine print about the membership, not just the $5.
  
  C. Once the credit card box pops up, you can't go back to chat and ask more questions.
  
  D. Customer service will not talk about the chat programming issue at all. They send you a link about the fine print involved, which is much bigger through the link than it is through chat, still refusing feedback about the topic. The big version is probably what they show to regulators.
  
  E. None of their responses will address the process that leads into the credit card box, which is directly associated with the $5 chat message. They continue to maintain that the consumer asked a question, which in their eyes, removes them from the responsibility to provide obvious information before collecting money.
  
  F. They choose to continue on with the practice even though there are many reviews and complaints on this topic. I have not received one response, or have I seen a post from them acknowledging a potential problem with their chat, and that they will look into the matter.
  
  G. They blame the consumer.

  

  Business Response

  Date: 11/15/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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,
  
  Angela, JA Customer Care 
  *********************** ************

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you did not even attempt to address any part of my complaint. You pasted a generic response that you have used on many refund type complaints, which does not address the main issue. Plus, I wasn't asking for a refund within this complaint. 

  Your chat is not programmed to inform first time users of the need to have a membership before a question can be posted, why, business decisions? There are many complaints on BBB from consumers being surprised about the automatic monthly membership sign up, but not one response from your group about looking into the process. Why is that?
  
  
  
  Sincerely,
  Paul L********

• Initial Complaint

  Date:11/15/2024

  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.

  upon talking with my bank i see i was charged 5 dollars on oct 12 2024 and 65.oo on same day. this was on a credit card i had with my bank. I talked to one of your **** and he said he could not help me. I want to know who you are and how you were able to charge that ammount on my account

  

  Business Response

  Date: 11/15/2024

  Hello,
  
  Thanks for reaching out to us at JustAnswer!
  
  Unfortunately, the account we found using the information you provided us has no recent activity or charges on it. With that said, you can help me to locate this account by emailing me some additional information - any and all of which will be useful:
  
  - another email you may have used
  - order number (if available)
  - a phone number that you may have put in for SMS notification
  - the first 6 digits and the last 4 digits of your credit card (not the whole card number)
  - your ****** email address if you used ****** (not the password)
  - date of charge
  - amount of charge
  - a link to the question page OR subject of your question if you cannot locate the link
  
  Once I can collect this information from you, I should be able to find your account and take any actions on it that you'd like me to take. Of course, if you need additional assistance with this, or with any other concern, feel free to contact me right away.
  
  Thank you for your cooperation. I look forward to hearing from you soon.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:11/15/2024

  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 didnt know I was going to be charged a monthly fee. I was on **************************, I asked a questions, it printed a window that says pay $5, fully refundable so I do it. Then Im waiting for a call and Im searching the internet to see more info about it and see that you get charged a monthly fee and the $5 is not what they said it was. Its a fee. This was done about 15 minutes ago. Yes someone called. (Couldnt even tell me what it was) and then I see on my email Im getting charged a subscription for this!? I did not want that.

  

  Business Response

  Date: 11/15/2024

  Hello Caden,
  
  I'm ready to help.
  
  I've cancelled your payment. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or **************
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  On November 14, 2024 I was trying to contact the office of the ****************************** to resolve a change of my Bank Account number to collect my SSI monthly payment of $ ******** and also my Supplemental of the Medical payment of $ ****** to be deposited into my Bank Account every month. Immediately after I start completing the forms to get my case review I discover that there was this company "JustAnswer" That was trying to help me at 5:45pm , for $ 5.00 but this company was not helping me at all so I decided to cancel the help service that I was expecting and canceled the help service at 6:10pm .When I check my account I noticed that they charge me $55 in a membership service with the intention of charging me month to moth for a flaky and ridiculous service. My account was cancelled and I am requesting my full refund of the $55

  

  Business Response

  Date: 11/15/2024

  Hello ******,
  
  Thank you for reaching out to us and we're sorry for any confusion. 
  
  We advertise on search engines, so it's possible that one of our advertisements appeared while you were searching online.
  
  We've cancelled your payment. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or **************
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  This website charged me $49 for access to a physician to ask a question. I paid that, then the next month they charged me again (some sort of small print membership). I went to the site and it showed I was canceled, but they continue to try to charge my credit card. I have blocked them from charging any other charges ??

  

  Business Response

  Date: 11/15/2024

  Hello ********,
  
  We apologize for any inconvenience you've experienced. 
  
  This is to confirm that your membership has been successfully cancelled. You can rest assured that no recurring membership charges will apply. Your account is now set to a pay-per-question basis, meaning youll only be charged when you post a question.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or **************
  

  Customer Answer

  Date: 11/15/2024

  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.  This assumes they do not continue to attempt to charge my credit card for previous charges as they have the last several weeks.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/14/2024

  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.

  Transaction date 11/14/2024 I was googling an ortho near me for my son and this website Just Answer popped up stating I can ask a professional a question for $5. I clicked into it and immediately I was in a chat with an automated bot that asked preliminary questions. At the end it says below join for $5 and well connect you with an ortho. I spoke with the doctor for 6 minutes for a second opinion on care for my sons broken arm. I then check my email and see that I was charged the $5 and then $55 for a membership. None of which was conspicuously posted on the website. They are taking advantage of needy people. After spending hundreds on hospital visits and 3 hour commutes each way for my son, I was looking for other solutions and ended up shelling out MORE money that I wasnt even notified of before submitting my card info. They are refusing to refund me.

  

  Business Response

  Date: 11/15/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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:11/14/2024

  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.

  I was looking to purchase additional months for my Android box. I stumbled on Just Answer online but immediately realized they had no expertise in this area. They charged me a $2 membership fee and a $66 fee. I immediately canceled and they refunded me my $66. This all happened on Oct 11. At this point I thought I had cancelled them out completely and was done with them. Then they ran another $66 charge thru my **** card on Nov 11. I called them as soon as I saw this on Nov 14. They cancelled my account (which I thought had been previously cancelled) but told me the $66 charge was not refundable. Yet they refunded my $66 on Oct 11 and never informed me that I needed to anything more to cancel. Now they are directing me to the "small print". I feel I got duped into paying the $2 membership so that they could create a legal basis for debiting my **** card another $66 on Nov 11. They should refund me my $66 because I cancelled everything with them on Oct 11, the day that I stumbled on them, they have provided no services that I desire or need and they engage in questionable business practices in the manner in which they elicit "authorization" for recurring monthly **** charges. Probably their biggest source of revenue is the $66 they keep and refuse to refund when people call them to cancel once they see their recurring $66 charge showing up on their **** charges.

  

  Business Response

  Date: 11/15/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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:11/14/2024

  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.

  11/14/24 I chatted with ***** ***** corporate office online to dispute a charge and was told to use ************************** to get my money back. They said I would be charged $1, refundable fee, but when I was done chatting with the ************************** **** my credit union account showed a pending charge of $46 from **************************! I contacted them on the same day via their chat service and was told there was nothing on file, nor did I have a membership with them. I explained my issue above and still was told the same thing.11/15/24 I contacted ************************** via telephone and was told I have no membership, no pending or charged amounts.

  

  Business Response

  Date: 11/15/2024

  Hello,
  
  Thanks for reaching out to us at JustAnswer!
  
  Unfortunately, the account we found using the information you provided us has no recent activity or charges on it. With that said, you can help me to locate this account by emailing me some additional information - any and all of which will be useful:
  
  - another email you may have used
  - order number (if available)
  - a phone number that you may have put in for SMS notification
  - the first 6 digits and the last 4 digits of your credit card (not the whole card number)
  - your ****** email address if you used ****** (not the password)
  - date of charge
  - amount of charge
  - a link to the question page OR subject of your question if you cannot locate the link
  
  Once I can collect this information from you, I should be able to find your account and take any actions on it that you'd like me to take. Of course, if you need additional assistance with this, or with any other concern, feel free to contact me right away.
  
  Thank you for your cooperation. I look forward to hearing from you soon.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22556503
  
  I am rejecting this response because:
  

  I have already sent you the requested info three times.  I have been told there is no membership, account or charges, pending or otherwise.  Here is the info you requested once more, but please know I have no other info to send you.  The above attachments show pending charge from your company to my credit union debit card.  I have also sent screenshots of info your *** gave me.  Please remove the pending charge.

  Credit card: first 6 numbers

  520564

  Credit card: last 4 numbers

  9427

  Charge amount: $46

  Date: 11/13/2024

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

  

  Business Response

  Date: 11/15/2024

  Hello ********,
  
  Thank you for reaching out to us at JustAnswer, and we sincerely apologize for any confusion you may have experienced.
  
  It appears that you clicked on an advertisement for JustAnswer, which directed you to our platform. JustAnswer is a third-party question and answer site that connects users with verified Experts across various categories, including Legal, Medical, Pets, Computers, Appliances, Automotive, and more.
  
  As a courtesy, we have processed a cancellation of your charges. I assure you that moving forward, you will not see any recurring membership charges.
  
  We appreciate your understanding, and if you have any further questions or if there's anything else we can assist you with, please do not hesitate to let us know. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

  Customer Answer

  Date: 11/15/2024

  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,
  
  ******** ******