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:08/21/2024

  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.

  Justaswers.com keeps billing me for services that I did not request or authorize. This is the second time that this has occurred. I don't know how they keep getting my card number.

  

  Business Response

  Date: 08/21/2024

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

• 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.

  Deceptive marketing practices. They trick you in too a $5 teaser rate for advice. Then they ask if you want to tip the person giving you advice. In the beginning, they send you 3 emails to set up your account. One of those emails has a small box I missed that says after the $5 fee, it will be $46 a month. I signed up in March. I have been charged $46 a month for something I have never used. I only asked a question one time. After they rake the $46 they NEVER send you an email again letting you know about your membership. They do this because they don't want you to cancel. I subscribe to many memberships for my small business and every one sends me an invoice or a notice I am being charged. This website uses deceptive practices and no one should ever use or trust them. When I log in to my account, there is no billing history or a copy of invoices charged. This is a scam!

  

  Business Response

  Date: 08/21/2024

  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 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:08/21/2024

  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.

  8/20/2024 I asked a question with the understanding that I would be charged $5 up front. From my understanding if I cancelled my membership within 30 days, I wouldn't be charged anything else. Before I even received an answer my account was charged $46! I then cancelled my membership- still having not received an answer to my question- thinking possibly my account would get reimbursed but it didn't.

  

  Business Response

  Date: 08/21/2024

  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 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:08/20/2024

  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 have canceled this membership multiple times. When I logon it does show membership canceled on but doesnt indicate the date. I called last month and actually spoke with someone and they said my account showed cancellation but that the charge would remain. I dont understand how a business can continue taking the membership fee out of my bank on a canceled account . I just got off the phone and was told my membership was canceled as of today. Convenient that they dont put your cancellation date on your membership screen.

  

  Business Response

  Date: 08/20/2024

  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: 08/21/2024

   
  Complaint: 22170965
  
  I am rejecting this response because:
  They admitted that my service was canceled immediately after the first question in June but only refunded one month in the amount of $35. It should have been two months which would equal $70. I did not mind paying the original $35 plus $5 for the question but the two months after that should not have been charged 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/21/2024

  Hello,
  
  I hope you're well.
  
  I wanted to let you know that we have refunded all unused membership payments. The refund has been processed, and you should see the amount reflected in your account soon.
  
  If you have any questions or need further assistance, please feel free to reach out.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

• Initial Complaint

  Date:08/20/2024

  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.

  Joined JustAnswer an online outfit 08/10/2024 and canceled my subscription about two hours later and asked them to refund my $45.00! They don't even discuss refund. Just give me a lot of corporate B.S. I would like my$45.00 refunded!

  

  Business Response

  Date: 08/20/2024

  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 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:08/20/2024

  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 started a membership with JustAnswer in July 2021. I used it only one time, so cancelled it in November of 2021. They continued to charge me for membership (34/month) through February 2022, when I called to cancel it again. At that time, they refunded me for the 3 months of mistaken charges. They did not cancel my membership, but continued to charge me 34/month until today (August 20, 2024) when I called to cancel for a third time. They refuse to refund me anything except this month's 34 dollar charge. I am owed 986 for the months they charged me after I cancelled for the second time.The agent on the phone seems like an AI Bot because they didn't understand my issue, just repeated the same generic line over and over. When I asked to speak to a supervisor, they said "I'm the person who picked up the phone so I will be the one to help you," then eventually they said they need to help other customers, and hung up. There is no way to see membership history on their website, and also no way to remove the payment info used for recurring payments(!) When I tried to get assistance with both of these issues via online chat, they couldn't help, and used the same excuse - they had to help other customers. Absolutely a scam.

  

  Business Response

  Date: 08/20/2024

  Hello ******,

  I apologize for your experience.

  I will have my team reach out to you through the site to assist you.

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

  Customer Answer

  Date: 09/04/2024

  I received a message that my dispute was closed, despite this 7-day hold. I did receive notice yesterday that JustAnswer sent the rest of what I was owed via ******* so Im now satisfied with their resolution. Is there a way to change my answer from Dissatisfied to Satisfied? 
  
  Thanks so much,
  ******

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just Answer is utilizing deceptive measure to deceive the public with their charges and services. They state all over there website that for $5 dollars, a consumer has a one week trial. That is not the case, they immediately charge you an additional $55 dollars and then tell you that you should have dug deeper for the information within our website. Additionally, as lawyers; they tell you to pound sand. Very sad that this type of business is allowed to continue to rip off the public. I have already read similar descriptions on your website and they continue to occur. I sincerely hope that this does not fall on deaf ears and something is done. Thank you, *****************************

  

  Business Response

  Date: 08/20/2024

  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 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:08/19/2024

  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.

  JustAnswer **************** ***************************************************** Subject: Immediate Refund Request for Unauthorized Funds Withdrawal Dear JustAnswer ****************,I am writing to formally demand immediate return of unauthorized funds withdrawn from my account by **********************. On Wednesday, May 29, 2024, an amount of $39.00 was charged to my 2166 without my consent or authorization.I have not agreed to any subscription or recurring charges, nor have I made any recent purchases or requests for services from JustAnswer that would justify this transaction. This unauthorized charge is both unexpected and unwarranted.Please treat this letter as a demand for the immediate reversal of the charge and the prompt refund of the aforementioned amount to my 2166 In addition, I request confirmation that no further unauthorized charges will be made to my account.To assist with the prompt resolution of this issue, I am providing the following details:Account Holder's Name: ***** CollinsDate of Unauthorized Charge: 05/29/2024 Amount: $39.00 Transaction Reference Number: JA190103 I expect this matter to be resolved within the next 5 business days. Failure to address this issue promptly will leave me no choice but to escalate the matter to my bank or credit card company for chargeback proceedings and report the unauthorized transaction to the appropriate consumer protection agencies.Please confirm receipt of this demand and provide a timeline for the refund process. You can reach me at ********** or via email at ***************** should you require any further information.

  

  Business Response

  Date: 08/20/2024

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

• Initial Complaint

  Date:08/19/2024

  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 have read the complaints about Just Answer and I read the same complaint that I am making: I was referred to Just Answer to help with a problem I have with a non delivery of an item I purchased and paid for on ***** I was asked if I wanted to pay $2 Cdn to talk to a person who would help me. I paid the $2 Cdn on my ***** then spoke to a so called expert , my issue was not resolved and I didnt receive good advise. That was it. I checked my **** account today for other reasons and I found a charge of $66 Cdn dollars from Just answer. Ive just put the phone down from calling just answer as was told they can cancel my subscription but cannot refund the $66 dollars. This is such a scam. I was put through to Just answer one day of the week of 12th August.

  

  Business Response

  Date: 08/20/2024

  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.
  

  If you need to manage your membership settings, please visit our site using this link: ************************************************** Please reach out through my contact information if we can assist you with anything else.
  

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

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22167097
  
  I am rejecting this response because: I RECEIVED 2 EMAILS FROM Just Answer today, the first email saying they cancelled my membership the other saying I would receive a refund in 3-5. Days. The responses are different, which is it?
  
  Sincerely,
  
  ***** *****************************

  

  Business Response

  Date: 08/21/2024

  Hello,
  
  I hope this message finds you well.
  
  I wanted to confirm that your membership will be canceled, and you will be issued a refund. We are processing this now, and you should see the refund reflected in your account shortly.
  
  If you have any questions or need further assistance, please don't hesitate to reach out.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

  Customer Answer

  Date: 08/22/2024

  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:08/19/2024

  Type:Customer Service 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 the past few years, I used JustAnswer on three occasions to get their help regarding my: 1) Divorce case; 2) Will and Testimony; and 3) My immigration from the ** to ******. I did pay the required fees to JustAnswer for each of those consultations. Recently, I was informed that JustAnswer has used my private consultations as ads on the public search sites on Yahoo and ******* This has been very disturbing. On July 24, 2024, I went to JustAnswer's website to complain about publicizing my private life issues. I chatted with a JustAnswer staff, named *****. I found it so shameful when ***** asked me to pay a fee so that I would be connected with their account department. Thanks to BBB, I see that in the past three years, there have been ***** complaints filed against JustAnswer.Regards;****** Baku

  

  Business Response

  Date: 08/20/2024

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

  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.

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