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:08/22/2024

  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.

  JustAnswer uses a common method to get a customer to sign on for a membership which is common. Commonly, many companies offer a trial membership while listing the full price during the sign-in process, JustAnswer relies on the customer not reading through the entire message to learn that their offer is NOT as commonly presented by other companies, to simply cancel before the trial period is up. Instead, JustAnswer requires the purchaser to choose between membership and pay as you go. They rely on the deceptive practice of the buyer assuming they are operating on the same premise as most other companies that offer a trial period to their services.

  

  Business Response

  Date: 08/22/2024

  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: 08/23/2024

  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:08/22/2024

  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 inquired about an issue I was having with my paper shredder to JustAnswer on their online chat. I was told that a technician would answer my question for $2. When I agreed, they sent me a credit card link and contact info. I completed the info including my cc number. They then proceeded to charge me two fees. One for $2 and one for $66. I inquired why they charged me $66 and said it was a month's subscription to use JustAnswer, yet I was never told this in the chat nor in my initial inquiry about what the cost was to have my question answered. They totally misrepresented themselves. I then went online again to ask for a refund of the $66 and they said they could not do so. When I mentioned I would have no other choice but to dispute this charge with my cc company as a result of them misrepresenting their service, they kicked me off the chat. I tried calling the customer service number they have listed on their website, but you cannot speak to anyone. It is all automated and there are no options to dispute their service/charges. The business is fraudulently charging customers an extra fee and hoping they do not dispute the charge.

  

  Business Response

  Date: 08/22/2024

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

  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: 08/23/2024

  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.  Although, I would recommend not using this business to anyone, as their service is misleading -  in that there is never any mention of you needing to sign up for and pay a one month subscription on top of the initial fee.  Nothing on their site or initial communications, even when asking the customer *** if there are any other fees, response was no.  Then you are charged initial fee, which is what you completed your credit card info for, and soon after that, are charged another fee - an additional $66 for monthly subscription.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found Justanswer.com when I was concerned about a health issue with my cat. I was told in the chat that the fee was just $5. As I was very concerned for my cat, this was an easy decision. Then suddenly I notice they charged an additional $33. It was not at all made clear that this would happen but, as I said, I was very concerned so I didnt dispute the cost. I did get answers and the issue with my cat was resolved. I just got another charge this month for another $33. I had no idea this was a monthly subscription. It may have been disclosed but not in an obvious way and the way they go about this feels like theyre preying on people's vulnerability. Ive cancelled my membership but am out an additional $33 that I did not knowingly agree to.

  

  Business Response

  Date: 08/22/2024

  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 recent 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: 08/24/2024

  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:08/22/2024

  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 went on just answers in a panic to seek advice regarding a legal matter in March 2023. I was prompted to pay $5 to get my answer. The person tried to sell me on a service prior to answering my question which I refused to buy. I was then charged each month afywr that for a year and a half $60 each month which amounts to $1020.00. This is a shame on JustAnswers' behalf. I never agreed to subscribe to any service. I have never used their service for the whole time. Since I don't use my credit card at all, I never checked my statement. I want a full refund as this really is a scam I got ensnared in without my knowledge.

  

  Business Response

  Date: 08/22/2024

  Hello Soumaya,

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

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22178103
  
  I am rejecting this response because:

  First off, I had no knowledge being subscribed to the service.  I never used it and never agreed to it.  2nd, This has happened to many unsuspecting pple who got snared in this scam without their knowledge or approval.   3rd, the fact that I never used this service is proof that I never subscribed to it.  I feel very scammed and really taken advantage of like numerous other pple who seek JustAnswers in a panic to get a quick answer.   $60per month? How unethical is this?  I do want a full refund in the amont of 1000.00.  You have been scamming me for 1.5 yrs to no knowledge of mine.  Pls I really ask that you do the RIGHT THING.  Also, please stop scamming people.  

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

  

  Business Response

  Date: 08/24/2024

  Hello *******,
  
  Thank you for your reply.    
  
  We apologize if there was any misunderstanding or confusion as to how our membership is acquired, but only the customer can enroll in one of our membership plans, it's never done automatically by the site.
  
  Although JustAnswer's terms of service state that there is a no refund policy, as a courtesy to you, we've refunded the remaining membership payments (total of 12 x $60). They should show back in your account within 3-4 days, maybe sooner depending on your credit processor.     
  
  Thank you so much and have a wonderful day.         
  
  Regards,
  
  Angela 
  JustAnswer *************

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22178103
  
  I am rejecting this response because:

  I am very thankful that you are trying to correct this error and remedy to the matter at hand, however as per the attached charges, I would like a refund for all 17 transactions.  Therefore I would appreciate the remaining refund in the amont of $300 ($60x5).  Please and thank you.  I am greatly appreciative.  

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

  

  Business Response

  Date: 08/29/2024

  Hello,
  
  I wanted to let you know that we can only process refunds for payments made within the last year. If you need assistance with this or have any other questions, please send me an email, and I'll be happy to help.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:08/22/2024

  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 asked a question on line last January and was charged $55! I immediately called and was told the service was canceled. I have been charged $55 every month (8 months) since January. I want a refund.

  

  Business Response

  Date: 08/22/2024

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

  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:08/22/2024

  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.

  JustAnswer claimed to have a $5 fully refundable fee for asking a question however they charged me an additional $60 as their membership fee which wasnt communicated to me. This has been a standard shady practice and a lot of people have fallen for it. Here is a link describing similar occurrences:*******************************************

  

  Business Response

  Date: 08/22/2024

  Hello Hatim,

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

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

• Initial Complaint

  Date:08/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no recollection of using justanswer.com for anything, yet they have been charging me $46 per month for the last 6 months! I agree I should have caught it sooner, and they claim they have discontinued my "membership", however I never signed up for it in the first place. Thank you.

  

  Business Response

  Date: 08/22/2024

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

  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:08/22/2024

  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 am filing another complaint concerning Just Answer. Historically I did file an initial BBB complaint on 07/16/2024 (BBB #********) which was resolve very quickly and completely with your asistance which I do appreciate. That resolution included repayment of $38.00 and reassurance by text and e-mail of my cancellation of my membership. On 08/20/2024 I noticed an additional charge of $63.00 on my bank statement from Just Answer. I did phone their customer service and was informed by "MJ from Manilla" that I has restarted my membership and had inquired about "software inquiries". I did inform her that at no time had I reinitiated the membership and at no time did I inquire concerning any software issues. I did inform her that the day prior I received unsolicited e-mails from Just Answer and had deleted them and unsubscribed. Following our conversation I did ask to speak with her supervisor and I was told that the "escalation team" would contact me' and this has not occurred at this time. This obviously is a reoccurring issue with this company and I am in the process of alerting the credit card company of fraud and will notify the Missouri Attorny General's office accordingy. I do ask for your help concerning resolution of these issues: 1) Permanent discontinuation of my "membership" that has been prior discontinued and never reinstated by myself.2) Refund of $63.00 which has been charged to my bank acount on 08/20/2024. 3) If possible permanent removal of my e-mail from Just Answer records, I have previouslu unsubscribed. I do thank you for your efforts in advance. I strongly feel this company continues to act in a deceptive and fraudulant manner.

  

  Business Response

  Date: 08/22/2024

  Hello Philip,

  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.
  
  We have turned off your membership so no recurring charges will appear moving forward. Please reach out if you need further assistance.
  

  If you intended to send us a request to remove your data in accordance with GDPR, please reach out through my contact information so we can process this. It can take several days to fulfill these requests, but they are processed as quickly as possible.

  Best,
  Julie, 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,
  
  
  
  Philip P******

• Initial Complaint

  Date:08/21/2024

  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.

  In a moment of panic I contacted Just Answer. I was told that it would be $5 that would be immediately refunded. A phone call was set up and the information was nothing that I couldn't ******* which I did. After the phone call I went to look at my bank statement to see if it was refunded and I had a $46 plus the $5 charge. It wasn't even pending. They snatched it right out of the account. I called and asked for a refund and said they cannot do refunds because it is their policy. I want a refund! I can only imagine how many people don't look at their bank statements and are getting charged month after month by this scamming company. They could at least get "experts" that don't ****** the answers. My confirmation number is JA190193.

  

  Business Response

  Date: 08/21/2024

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

• Initial Complaint

  Date:08/21/2024

  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.

  Date: 8-21-24 Amount: $1 + $37 (disputed) = $38 Requested from Just Answer: Provide IRS address for sending tax payment Nature of complaint: Called Just Answer. Was told there would be $1 fee for connecting to person to provide answer. Provided credit card information on phone as requested. No mention of any additional fee. Checked credit card and found additional $37 fee which was never mentioned by representative on phone but was added to credit card. I would not have used service if I had known about the hidden fee of $37. Will not accept this hidden charge of $37

  

  Business Response

  Date: 08/21/2024

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