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:08/24/2024

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

• 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.

  I looked on my bank account and it charged me 55 dollars. I would like this refunded because I did not sign up for this service.

  

  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 Landlord-Tenant 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.

  In approximately December 2023, I was having a problem with my home thermostat and went online to obtain help. I found Just Answer who offered suggested troubleshooting but for a fee that I thought was a one time fee. My credit card is automatically deducted from my account; therefore, I did not notice until months later that they were deducting a monthly amount of $28.00. I have not used their service since the initial request and I feel I was scammed and they did not make it clear that I would be billed monthly for the one time. use.

  

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

  Customer Answer

  Date: 08/25/2024

   
  Sincerely,
  
  ***********************
  Complaint: 22189779
  
  I am rejecting this response because: I feel that your notification of the recurring charges that will be incurred once you agree to the one time help is not apparent and actually deceitful practices. Moreover, it was not made clear that I was agreeing to continue to pay a monthly fee. If someone is accessing your form it is in their time of need and your organization knows This and chooses  to take advantage by slipping in hey were going to keep charging you. I used the device that day and because I feel your practices are deceitful I would like the charges reversed starting when the monthly charge began in November until now. At this point you have only agreed to refund the most recent charge . 

  

  Business Response

  Date: 08/27/2024

  Hello ****,

  Thank you for your reply.

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

  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.

  On Wednesday, August 21st, I cancelled my subscription to JustAnswer.com. Today, August 24th, I noticed that this company withdrew $46.00 out of my checking account. I demand my money back immediately!

  

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

  Customer Answer

  Date: 09/09/2024

  I cancelled this membership over a month ago and they are still taking $46.00 out of my checking account.

  

  Business Response

  Date: 09/10/2024

  Hello ****,

  Thank you for your reply.

  Our records are showing that ****** was able to issue a refund for you on August 24th. Then you went to your bank and asked for a chargeback of the fee on the 25th. The image you shared is just showing that the bank reversed the chargeback because you had already received the refund.

  Please reach out if you need additional assistance.

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

• 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.

  I was unaware that I had been enrolled by Just Answer in this company's a service starting in October of 2019 that automatically billed me 28 dollars a month from my checking account without being notified that this would be a recurring charge. I have been billed monthly until today, 8/23/24 when I called Just Answer and requested this membership be cancelled when I became aware of the charges that were being automatically billed to my checking account

  

  Business Response

  Date: 08/24/2024

  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: 08/25/2024

   
  Complaint: 22189494
  
  I am rejecting this response because:

   

   Just answer responded merely by requesting more information. I will be satisfied with their response when they have agreed to refund the amount requested or satisfactorily explained why we are not entitled to it.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/27/2024

  Hello ******,

  I apologize for your mother's experience.

  It looks like the team on the site was able to locate her account. It seems that she opted for our monthly membership program when she submitted her question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As she signed up, she would have come across a message similar to the following: **************************************************** Unfortunately, since the transactions are so old, the refund links have been disabled by the system and we have no way to issue additional refunds.

  We cannot assist you further here. Please reach out through my contact information if you need more help from my team.

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