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:08/25/2024

  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.

  I went to JustAnswer.com to ask question. I was given with screen displays by the chat person it would be $5. I entered my card info and noticed $5+$57 charged for subscription. ************* chat said it was on the website where I put in the card info. However, when someone is in a state where they are seeking help, they are going to take the initial report that it is $5 to ask a question. I asked for a refund. They refused. This complain is not they pretend like only $5 and then charged additional fee and then they refuse to refund. Scamming the people by showing incorrect information and hiding details on terms and condition

  

  Business Response

  Date: 08/26/2024

  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: ****************************************************
  

  I have refunded the membership charge and verified that your membership has been turned off. Please let us know if we can assist you further.
  

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

  Customer Answer

  Date: 08/26/2024

  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:08/25/2024

  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.

  JustAnswer told me that they would charge me a refundable $1.00 to speak to a support representative through their online chat to help me resolve issues with my Venmo account. I spoke to this representative for less than 5 minutes and they charged me $55.00. I got a text alert from my bank telling me that this charge was fraud, which is how I found out that they charged me $55.00. I called JustAnswer on the phone and told them to please give me a refund and they refused to do so. I asked to speak to a manager and they said there was none available. They said that I was required to pay a $55.00 membership fee, which I did not even know that they signed me up for a membership. I never wanted a membership. They lied, saying that the charge was $1.00, then actually charged me $55.00, which I never agreed to.

  

  Business Response

  Date: 08/26/2024

  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: ****************************************************
  

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

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22193363
  
  I am rejecting this response because the $55.00 fee that I did not authorize (they only told me they were charging me $1.00 and then charged me $55.00 without my permission or my knowing about it) has not been placed back into my bank account. I called my bank today and they do not see any refund processing yet. I want this complaint to remain open until the $55.00 fee is refunded back into my account.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/27/2024

  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: 08/28/2024

   
  Complaint: 22193363
  
  I am rejecting this response because I need the funds to be placed back into my account before I close this complaint. I am attaching the email that I received from JustAnswer saying that I will get the $55 refunded to me. Right now, the $55 charge is still pending in my bank account. I never agreed to a $55 membership. I was only told that I would be charged a $1.00 refundable fee, so I was lied to.
  
  Sincerely,
  
  ***********************

  

  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: 08/31/2024

  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 only because they refunded me the $55.00. I never agreed to a $55.00 membership, which is what they keep insisting. They only asked me if I wanted to spend $1.00 to speak to a representative to help me fix the issues with my Venmo account. Then they charged me $55.00 without permission from me. I only found out about it because my bank sent me an alert saying there was a fraud charge of $55.00. Thank you to the BBB for your help with this matter, I appreciate it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2024

  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 was seeking help with a tech question about a ******** Yes, it is an Amazon product. Regardless, I was shuffled to several contacts, until a guy who seemed to have dyslexia (he read me the phone number four different ways) finally gave me the generic number for Amazon's deliveries and returns service, which is fine if that's the help you seek. Clearly, all they saw of my request was "Amazon", and that's the generic answer they gave me. I have disputed the charge.

  

  Business Response

  Date: 08/26/2024

  Hello **** ****,

  I apologize for your experience and hope you got the help you needed.

  Your charges have been refunded, and I have confirmed that your membership has been deactivated. Your payment appears as reversed on our end, indicating that the refund was issued so quickly it never fully processed with your bank. It should have shown as 'pending' and then disappear. Are you still seeing the original charge in your account? If you require further assistance, please don't hesitate to contact me.

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

• Initial Complaint

  Date:08/24/2024

  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 was looking for help with rv problem online. Found add that I could chat with a **************. Was directed to an AI assistant that asked for rv model and told me someone could help. The assistant said to fill in a 2$ one time (refundable fee) while she put me in contact with the mechanic. I filled my name and card number but did not click on anything else. Nothing that presented a $49 CA fee for membership. Nowhere did the assistant, the mechanic nor the form showed any infomation about the automatc membership fee. While waiting for text from mechanic, I solved my rv problem myself so our exchange turned to only be a hi and bye text. So I checked my card to see if there was even a 2$ and to my surprise saw the $49. I wrote back in the chat that I wanted a refund for a fee I did not accept since I new nothing about but received a email saying I had accepted a membership. This a very fraudulant way to conduct business especially in the name of a very respected company like *****.

  

  Business Response

  Date: 08/26/2024

  Hello *****,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: ****************************************************
  

  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: 08/26/2024

  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:08/24/2024

  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 asked a question on JustAnswer.com. They asked if I wanted to speak to an expert. I asked what the charge would be and they said $5. After I asked the expert a question, and hung up, the charge went to $38. I did call them to dispute it and they said I agreed to it. Of course, their answers have now disappeared from the chat. I dont even know if what the expert said was the truth. I believe JustAnswer.com is a scam.

  

  Business Response

  Date: 08/26/2024

  Hello *****,

  I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site.
  
  Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership.

  I have refunded the membership charge and verified that your membership has been turned off. Please let us know if we can assist you further.
  

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

• Initial Complaint

  Date:08/24/2024

  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.

  A business called Just Answer keeps charging me for unwanted services never provided. My bank issues fraud warnings each time and I have to call them to discuss. The charges are never honored but the annoyance is getting very old. I want it stopped.

  

  Business Response

  Date: 08/26/2024

  Hello *****,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question about an error code on your dishwasher 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: ****************************************************

  I have turned your membership off so you won't see attempted charges again. Please reach out if you need further assistance.
  

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

• Initial Complaint

  Date:08/24/2024

  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 October 2023 I used JustAnswer the ask a question. I was shown a 5 dollar fee for which I entered my cc. I only used their website and visited their website in October 2023. I noticed in August 2024 that they have been charging my card every month for 40 dollars ever since. I called the number and I was told JustAnswer is like ******* and even if you dont use it we will charge you. I explained that I was misled and I have not used their service beyond the first month. I was told that the best they can do is cancel the membership but the fees for the last 10 months would stay despite the fact that I was misled and I have not logged into their website for 9 months.

  

  Business Response

  Date: 08/26/2024

  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: ****************************************************
  

  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:08/24/2024

  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 was looking for answer to a question. A site popped up offering answers. I was directed by a human with promises to answer my question. It clearly showed a $5.00 fee. The next screen was not so clear. I expected that charge to be $5.00, upon expecting the next screen and charges to be applied of $5.00 it actually continues with a very sneaky and easy to miss membership fee of $30.00 as well. This company should be reprimanded for unfair business practices. Having a join fee of $5.00 which is easily understood turn into a $35.00 cost(membership) should be combined as one so that people understand what they are perchasing. I am very unsatisfied with paying $35.00 for a question that was never answered to a company that did nothing but take my money. I can not express how utterly unsatisfied and ripped off I feel by "just answer". BBB should post warnings everywhere of this companies unfair business practices.

  

  Business Response

  Date: 08/24/2024

  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 RV question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I 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:08/24/2024

  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.

  Today, August ******* I called Maytag repair. They either transferred me or this outfit squirmed in. They said it would be $5 for information and said I needed to give them my credit card. They billed BOFA immediately and thankfully the bank declined the charge. Then they billed $30..I was notified by BOFA.We have had to cancel our credit card. Will need to notify all automatic deposits and automatic withdrawals.This is a nightmare for us.We feel bait and switch was a tactic here. This outfit is deceitful and crooked.The company is JustAnswer.com I am 82 years old and this was a professional scam in my book.

  

  Business Response

  Date: 08/24/2024

  Hello,
  
  Thank you for reaching out to **. After a thorough search using the information provided, we were unable to locate an account associated with it in our system.
  
  To assist you further, could you please provide us with the phone number or email address that was used during the registration process on our website? With this additional information, we'll be able to locate your account and address any concerns or inquiries you may have.
  
  Looking forward to hearing back from you soon.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:08/24/2024

  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.

  The company Just Answer has taken money out of my account for August and possibly July after it was cancelled in June ******* for repeatedly taking money out for a subscription I didn't sign up for!

  

  Business Response

  Date: 08/27/2024

  Hello *****,

  I apologize for this. I'm not seeing any additional charges made to your account or using the payment information we can see there.

  If you feel comfortable providing additional information here we can continue working with you here. Do you have another email address we could try?  We can also locate the account with the following information:
  
  - Your phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged.  We do not need the whole number.
  - *********** email address if you are being charged through PayPal.
  
  Or reach out through my contact information so we can find these charges. We look forward to your reply.
  

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

  Customer Answer

  Date: 08/30/2024

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