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:08/29/2024

  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 thought I was paying the $5 advertised amount, but they debited me $46 without warning. When I complained, they refused to refund the money and referred me to a web page that they said advised me of the amount to be charged. The web page is a form to fill in CC info. Apparently they feel justified in charging me more than their advertised fee because I used their service several months ago for $5. They have refused to refund my money.

  

  Business Response

  Date: 08/29/2024

  Hello *******,

  I apologize for any inconvenience caused. Our records indicate that you have previously utilized our service. Upon your recent return, you encountered a Welcome Back message along with pricing details when you submitted a new question. Notably, the pricing did not include the 'join fee' since you had already paid it during your initial membership registration.
  
  Our monthly membership provides unlimited question submissions across 100+ categories for 30 days. You have the flexibility to cancel the renewal at any point. Alternatively, you can choose to utilize our pay-per-question option instead of opting for the membership.
  
  Your membership has been deactivated to prevent any future recurring charges. Please don't hesitate to reach out if you require further assistance.
  

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

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22209780
  
  I am rejecting this response because:
  I did not see the "Welcome" page you claim I saw. There was no warning of the $46 charge, just a come on for $5. You need to not bait and switch, it is illegal. I want a refund, not platitudes. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/31/2024

  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 Landlord/Tenant question. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************. 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 
  ************************************************************* ************ 
  
  

  Customer Answer

  Date: 09/03/2024

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

• Initial Complaint

  Date:08/29/2024

  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 8/28/24 I went to a website that I assumed was Bank ********************** however it was a sham website that reroots you to just answers.com. Just to have my question answered I was told I would be charged a one dollar fully refundable fee. I was not given the option to opt out of this. It was pay the fee or nothing so I chose the one dollar fee. Unbeknownst to me there was also a $45, immediate initiation membership fee. Just answers pretended they were the company I thought I was dealing with and impersonated them. They did not give me any support and tried to charge $46. I argued and said that I would file a complaint and they reluctantly refunded my money. Reading through all of the complaints on BBB the resolution is the same. When backed into a corner just answers refunds the membership fee and BBB feels this is a sufficient response and closes the case. BBB, you need to do better! You are supposed to be supporting consumers! Why dont you do something about their tactics instead of just checking the box saying that the resolution has been sufficient. Support customers, which is what you are supposed to do. BBB is not a whole lot better than just answers if you ask my opinion.

  

  Business Response

  Date: 08/29/2024

  Hello ******,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: ****************************************************
  

  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.
  

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

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22212785
  
  I am rejecting this response because:

  The company insinuates that I had the option to choose a membership when that is not the case. Their platform is set up so that you cannot move forward with the process of asking questions without signing up for a membership. It is in small lettering, hidden within a paragraph of text and is easy to miss. Again, if BBB would look further into this company you would see that there is page after page of complaints exactly the same as mine. This company continues to bait and switch people and scam them out of money and yet they continue to have a A rating from the Better Business Bureau , how is that possible? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/03/2024

  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: 09/05/2024

   
  Complaint: 22212785
  
  I am rejecting this response. I keep saying that your company has scammed so many people out of money and you continue to do so, and BBB doesnt seem to care. Just Answers only change and refund peoples money when youre backed into a corner by the person making a complaint on BBB. This is NIT. Resolution 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2024

  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.

  The site chat has a list of prompts. It offers to have you ask a question for $5. You enter your credit card information under a banner that says you will be charged $5. When you proceed you are informed you have been charged both $5 for the fee advertised and $55 for a monthly subscription fee. The monthly subscription fee is not clearly advertised before selecting the pay option. This seems like a scam. It is unclear you will be charged the additional $55x

  

  Business Response

  Date: 08/29/2024

  Hello *******,

  Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: ****************************************************
  

  I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

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

• Initial Complaint

  Date:08/28/2024

  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.

  09-28-2024 I called to ask about an issue with Schlage encode, unable to connect to my Wi-Fi. I had no idea I was going thru someone else. I was asked did I want to resolve the issue via chat for $5.00, and I replied yes. Never was it indicated that it was going to be $40.00 plus a subscription, monthly fee. After I saw that I called them and was told, they would cancel the subscription but no refund. This is just another way of scamming people, if I had been told it was more than $5.00 I would have said no, and then to automatically add me to a subscription without my knowledge is just unethical. I would like a refund of $35.00, since I only agreed to $5.00.

  Customer Answer

  Date: 08/29/2024

  Pre-chat form

  Name:

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

  E-mail:

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

  Pat S

  

  Hello. How may I help you?

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

  How do I close out a complaint that has been corrected

  Pat S

  

  Please provide the complaint ID#

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

  M

  68950488A8A35

  Pat S

  

  That is not a complaint # for this office. Where is the company located?

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

  M

  22211887

  Sorry..

  Pat S

  

  Ok, let me check

  Has the complaint issue been resolved?

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

  yes my money has been refunded

  Pat S

  Ok, I will close the case as resolved.

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

  thank you. Have a good day

  Pat S

  

  Thank you for using BBB ********* services! If you need any assistance in the near future, please dont hesitate to visit our site. Have a wonderful day!

  03:18:53 pm

  
  

• Initial Complaint

  Date:08/28/2024

  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.

  In April of 2024 I went on line trying to find an honest publisher for a book I've written.I came across this website suggesting I should "ask an expert". For the fee of $5 I was told I could present my question and someone would research it and provide me with answers.I paid the five dollars by credit card and a online conversation started. I terminated it very quickly and realized I had wasted $5.Today my credit card statement came in and when my wife went to pay it she asked me what kind of questions and answers I was getting for $66.00? We looked back on previous invoices for that card and found they had been charging $66 for Apr./May/Jun./Jul./ and now Aug.!Quite embarrassing for us but we just missed it. I will be calling my bank to refuse payment of the ****** billing but since I only asked one question for $5, and didn't get an answer, I would appreciate a refund of $259.00 Canadian be put back on the card and that the company cease further charges for no service. There should be a large RED flag on any company that does business like this. Totally misrepresented.

  

  Business Response

  Date: 08/29/2024

  Hello *******,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: ****************************************************
  

  While your payment is not eligible for a refund according to our terms of service, we have refunded the membership payments made within the last 90 days as a courtesy to you. The funds will be made available to your bank on the next business day. However, please note that it may take your bank 3-5 business days to release the funds back to your account, depending on their policy.

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

• Initial Complaint

  Date:08/28/2024

  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.

  Just Answer charged me a subscription fee of $30/month for the last 7 months that I never signed up for. After speaking with 3 different phone representatives I was given (1) refund of $30 and they claim that's all they can do. I asked to speak with a supervisor and they refused to connect me.

  

  Business Response

  Date: 08/29/2024

  Hello *******,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: ****************************************************
  

  Although your payments are not eligible for a refund under our terms of service, as a courtesy to you we have refunded five $30 membership payments for you. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
  

  Please let me know if I can be of further assistance.

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

• Initial Complaint

  Date:08/28/2024

  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.

  In March of 2024 I used justanswer.com to provide information on an issue I had encountered. My credit card was charged $55 and this amount was paid. As far as I was concerned I was done with justanser.com. and I had no further contact with them. To my knowledge I signed up for no continuing service. Further charges then appeared on 5/3, 6/14 and 8/07. In fact we had cancelled the credit card due its loss of the, yet justanswer put charges on the new credit card. We entered a dispute / fraud issue with Bank of America. This caused our credit card to be reissued again. Online attempts to contact justanswer yielded no results. A phone call to their service number encountered a bot which indicated that they had not contested the action by Bank of America and that my subscription (!?!) had been cancelled. No further response from the bot could be had to address the $110 in bogus charges. I expect tat my $110 is gone, but I would very much like to see justanswer.com put out of business, so that they can not continue to defraud and rob their customers.

  

  Business Response

  Date: 08/28/2024

  Hello,

  I hope this message finds you well.

  
  I wanted to let you know that you have already been refunded. Please check your account or bank statement to confirm the receipt of the refund.
  
  If you have any other questions or need further assistance, please feel free to reach out. Were here to help!

  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  

• Initial Complaint

  Date:08/28/2024

  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 was told it was $5 with a full refund if not satisfied. I was charged $5 for a phone call request. I gave my card information at 9 am. At 11 am I realized that I was charged $33 for a membership. I never received the phone call. It is now 12:35 8/28/2024. I requested a full refund an hour ago. I was initially told I would receive back the $33, but when I pushed for a full refund they told me my information couldn't be found and wanted all my information again. Now I have found that they are refunding my $33, but ignoring the $5. They should not get anything for zero help and plenty of headaches.

  

  Business Response

  Date: 08/28/2024

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

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22209674
  
  I am rejecting this response because: It is unclear that my $5 was also refunded. I did receive a response the evening of that day, but it was after I cancelled the request and after I requested a full refund. I was very specific about canceling the request and wanting a full. I feel like the company is predatory in its practices and do not wish to give them any of my business. Once they have verified the $5 I will be happy to withdraw my complaint.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/29/2024

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

• Initial Complaint

  Date:08/28/2024

  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 Saturday, August 24, 2024, I tried to use Just Answer to help with a garage door controller programming issue. The timestamp for their 'welcome' text was 5:34 pm EST. I waited on hold for a long time and finally gave up when I could not speak with anyone. I cancelled my subscription via text and resolved my issue another way.Despite the assurances that a technician would be with me right away, I did not receive a text response from anyone until 6:56 pm. I responded that I had already cancelled the service.After that, I thought to send 'Stop' and received the automated unsubscribed text. Having no direct contact or any of my questions addressed, I expected the company to reverse the pending charges showing in my bank account.Only after those charges cleared on Aug 28, 2024, I sent both a text and email requesting a full refund. The refund was quickly denied via return email.I never received any service from this company.

  

  Business Response

  Date: 08/28/2024

  Hello,
  
  I hope this message finds you well.
  
  I wanted to let you know that you have already been refunded. Please check your account or bank statement to confirm the receipt of the refund.
  
  If you have any other questions or need further assistance, please feel free to reach out. Were here to help!
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:08/28/2024

  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.

  Like many of the complaints lodged against this company, I thought I was paying $5 to get a question answered and start a free trial, which is what the pop up windows said, but ended up being charged the monthly fee. There is no chance I chose a monthly offer like they are claiming in their responses. I never saw anything about a monthly offer. Only a free trial. I have cancelled my forced subscription and would like the money refunded,

  

  Business Response

  Date: 08/28/2024

  Hello *****,
  
  I wanted to inform you that we currently do not offer free trials. However, as a one-time courtesy, we have processed a refund for you. Please check your account or bank statement to confirm receipt.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Were here to help!
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

  Customer Answer

  Date: 08/29/2024

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