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:08/19/2024

  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.

  Asked a question for $1.00 and then they charged my card again. And have charged it every month since November of 2023. I tried canceling and had a fraud alert on my card. This feels like a scam. I want them to stop charging my card.

  

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

  Although your payment is not eligible for a refund under our terms of service, we have refunded two $46 membership payments for you as a courtesy to you. The funds are made available to your bank the next business day; however, your bank may take 3-5 business days to release the funds back to your account depending on their policy. I was not able to refund the current month's membership charge as you asked a question about your yahoo email.

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

• Initial Complaint

  Date:08/19/2024

  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 July of 2024 I searched online for an answer to an appliance question. I started a chat with someone from JustAnswer.com promising to connect me to an expert. I was asked to pay $5 for this service. I entered my Discover credit card information to complete the transaction. Within an hour I received a text message from Discover asking if this charge was valid or fraud. I called Discover and was told that JustAnswer had charged $5 and an additional $40. I had not authorized the $40 charge. Evidently they charge $5 to join and the $40 is a monthly subscription charge. I searched online and learned that they have done this to many people. I immediately started a dispute with my credit card company, Discover. I also cancelled the subscription. Discover has ruled in favor of JustAnswer because they provided pages of documentation showing lots of fine print, which I never saw when I entered my credit card information. This company is a scam and should be shut down. I want my $40 back.

  

  Business Response

  Date: 08/20/2024

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

  After reviewing your account, we can see that your payments to JustAnswer were returned to you when you went to your card issuer and requested a chargeback. It sounds like your chargebacks may have been disputed, which means that your card issuer may have agreed to reverse the chargebacks. In order to refund the payments, we need to see a copy of your statement showing that the charges were put through again. Please send us a copy of the bank/card statement reflecting the date, amount, and merchant name for the transactions through my contact information as we can't process that from here.

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

• Initial Complaint

  Date:08/19/2024

  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.

  On June 18, 2024, I was making every attempt to contact booking.com to cancel a hotel stay in *********** for one night. I was having difficulty wi the the call and somehow or other I ended up with Justanswer.com thinking it was booking.com. I did not need any legal services and was not able to figure out how I ended up at that site. I saw that they had charged my Discover card $45 and I immediately requested that the charge get taken off my statement. I reached booking .com and they agreed to take a night off of our booked hotel stays. I sent copies of the texts I had from just answer.com to Discover to show proof but they refused to take the charge off my statement stating that just answer.com had offered me legal advice. Thats completely false. I still have those copies if needed. Its not the $45 charge that bothers me as much as the fact that they did not offer me any legal advice since it wasnt necessary.**************************************

  

  Business Response

  Date: 08/20/2024

  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.

  After reviewing your account, we can see that your payments to JustAnswer were returned to you when you went to your card issuer and requested a chargeback. It sounds like your chargebacks may have been disputed, which means that your card issuer may have agreed to reverse the chargebacks. In order to refund the payments, we need to see a copy of your statement showing that the charges were put through again. Please send us a copy of the bank/card statement reflecting the date, amount, and merchant name for the transactions.

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

  Customer Answer

  Date: 08/21/2024

  As requested, I am attaching my Discover statements indicating that the charge from Justanswer.com of $45.00 was again added to my credit card account.
  
  If you need anything further, please dont hesitate to contact me

  

  Business Response

  Date: 08/21/2024

  Hello ********,

  After reviewing your account, we can see that your payments to JustAnswer were returned to you when you went to your card issuer and requested a chargeback. It sounds like your chargebacks may have been disputed, which means that your card issuer may have agreed to reverse the chargebacks. In order to refund the payments, we need to see a copy of your statement showing that the charges were put through again. Please send us a copy of the bank/card statement reflecting the date, amount, and merchant name for the transactions. Please send any documentation through my contact information as we can't assist you with this here on the BBB site.

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

  Customer Answer

  Date: 08/21/2024

  We understand that you are asking about the return of your payments of $45. 
  (I am not looking for payments of $45 ~ I am just looking for one payment!)
  Chargebacks work differently than a regular refund. 
  (Why is that the case?)
  Since you went to your bank and initiated a chargeback, our ability to refund the payments was taken away.
   (I phoned Discover.) 
  The refund links are now dead because of the chargeback request. 
  (Then I shall accept a check in the amount of $45.00.)
  This is because when a customer issues a chargeback against a payment, the bank returns the funds to the customer.
   (I did not issue a chargeback Discover did that.)
  
  If your card issuer is telling you that we did not return the funds, then it's possible that the chargebacks were contested and the dispute ended in our favor or that your card issuer may have agreed to reverse the chargebacks. In order to refund the payment, we need to see a copy of your statement showing that the charges were put through again. 
  (I have complied with this request and will do so a second time.)
  
   please send us a copy of the bank/card statement reflecting the date, amount, and merchant name for the transactions.

  

  Business Response

  Date: 08/21/2024

  Hello ********,
  
  Thank you for reaching out.
  
  We have received your email regarding the issue and are currently reviewing your case. Our team is working on it, and we will respond to your email with further details as soon as possible.
  
  Thank you for your patience.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

  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:08/19/2024

  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.

  August 19th I just wanted an answer weather my mail was to be held for a week thought I was talking to PO and I got Just Answer totally misleading me told me it $5 the next thing I noticed there was a $60 charge on my checking account they did not tell me this for a membership. I am a elderly person on a fixed income they were totally misleading now there another charge for $3 Is this going to continue? I need help

  Customer Answer

  Date: 08/19/2024

  Now they charged me another $14:95 to send a letter to cancel when it already is cancelled to a membership did not know A I had 

  
  

  ******************* I am desperate cannot afford these payments already$63. I am 81 on a fixed income

  
  

  

  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:08/18/2024

  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.

  Used the services at JustAnswer.com to ask a question regarding ESAs in housing. During the initial intake I was told my card would only be charged $5USD. I HAPPILY payed the $5. I then checked my bank account later this evening and discovered I was charged $46. I attempted to contact the company and was told that "since the question was posted to the board, you have accepted membership fees."I was never informed of this happening. Nor did I consent to it. I was mislead regarding the cost of the service and my card was charged an additional $41 without my consent. There was no page making this clear, nor did the chat agent advise of this.There are many complaints regarding this issue.

  

  Business Response

  Date: 08/20/2024

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

• Initial Complaint

  Date:08/18/2024

  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.

  Before the Just ask agent called I had fixed the problem and no service was given to me. I thought I was calling ****** communication, not this service. Very misleading.

  

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

   

• Initial Complaint

  Date:08/18/2024

  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 a website called Ask A Vet online yesterday when my cat was going through a frightening health episode and all the emergency vets in my area were closed. I was told I would be charged $5 that could be refunded. Today I noticed I was charged an additional $35. I spoke to 3 agents online to request a refund because I was never notified of this charge. I was only notified about the $5, I didnt have to enter my card info until the $5 charge came along. They all claimed that they clearly state the membership charge but I can attest that they do not. I found out on Reddit that several other people have experienced the same situation. The prices of their memberships vary from $30-$75, they were promised a refund between $1-$5 and didnt even get that. This business hides the price of their membership in the fine print and convinces you that you are spending as little as $1-$5 for their service. I cannot provide a screenshot of the window where I was charged only $5 without them taking more money from me but attached below is one of the misleading responses.

  

  Business Response

  Date: 08/20/2024

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

  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: 08/20/2024

  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. However, I recommend removing the parts of signing up that mention a ONE time $5 fee and ask for free. Totally remove the word free from your website. It is INCREDIBLY misleading and I am not the only one who said that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/18/2024

  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.

  Did not authorize payment taken from my banking account

  

  Business Response

  Date: 08/20/2024

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

• Initial Complaint

  Date:08/18/2024

  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 a complete scam. I was searching for a neurologist that was available sooner than the ones I had contacted since all had appointments months away and I had an urgent need to see one. When I googled for such assistance, just answer was suggested. In distress, I was under the impression that I would get referred to a doctor in my area who was accepting patients sooner. I thought the service was $5. A doctor called me and spoke with me, confirming I should see a neurologist as soon as possible after I told him my symptoms. That was it. After the call, I was very disappointed, since I already knew I needed to see a neurologist. To my surprise, I was charged $51 for an unhelpful phone call. I did not dispute because if indeed the person who called me was a doctor, I know doctors cost money. I never went to the website again nor used it. To my complete shock, I looked at my bank today and I had a pending charge of $46.00 from Justanswer.com. I immediately contacted my bank since I didnt even know (recall) that website. My bank said once the charge is out of pending service they can address it. I went to the website after googling what it was. There was an option to login. I went to login and I had no password saved for the website since I had never created an account. I scoured my email and in the spam were emails that an account had been created FOR me. I used their temporary password to log in and cancel membership (a membership I did NOT knowingly sign up for). I contacted their chat customer service. The agent ended the chat before I even finished typing my response! I then emailed the company to explain the issue and request a refund of the membership I did not sign up for and was denied. I used the site 1 time and never visited again. Im currently on unpaid leave, cannot afford any extra expenses and monitor my budget closely. I had NO CLUE I was signed up with a membership with them. This company is sneaky, fraudulent, and borderline illegal

  

  Business Response

  Date: 08/18/2024

  Hello, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I understand where the confusion is coming from. I would love to share more about the service that JustAnswer offers. JustAnswer is a customer-paid question and answer service. Our goal is to help people save their time and money by providing 24/7 access to ******+ verified Experts in 150+ categories for a fraction of the cost of in-person professional services. 
  
  While we do have Experts that can answer your Neurology question, it appears that you meant to connect with Neurologist on a face-to-face basis for consultation. Please know I have closed your question, and we are initiating the cancellation of your payment today.
  
  Upon entering a question on our website, a customer is directed to a payment screen that details a one-time fee as well as a membership fee which in your case is $5 and $46, respectively.  This enables you to use our services whenever you need until the end of membership. Since you used Chase/Apple **** the fees were combined as one transaction amounting to $51. During the checkout process, we do notify you that the fees will be combined on your statement. We apologize if that caused you concern.    
  
  Upon review of your account, your recent membership payment has been canceled on 8/18/2024. This is showing as 'reversed' or 'voided' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized. Moving forward, you will not receive any recurring charges. 
  
  If you have any concerns or inquiries feel free to ask, and we will be more than happy to guide you through it. 
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  *************************************************************

• Initial Complaint

  Date:08/18/2024

  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.

  On 08/17/24 at approximately 3:00 PM I thought I was on Oral B's chat line attempting to get help with my toothbrush app not working. The chat responder asked me if I wanted a response by phone or chat., I selected chat and when I did I saw a message that said I'd be charged $5 but would be refunded. I didn't get a screenshot of that. The next screen that came up was from *********************** and at the same time my cell phone pinged with two charges to my credit card, 1 for $5 and another for $55. I responded to Ashish that my card was charged twice. I got no response from ******. I continued to question the charges and was anyone going to help me. Every time I went back to original chat person it opened the same Ashish page up over and over. Eventually I got a response from JustAnswer agreeing to stop my "membership" but they would not agree to a refund. Full text of my message is attached as a pdf. I also received emails at that time with same info. At about 3:45 ****** finally attempted to contact me. My only response to him was that I wanted my money back and that I felt I'd been scammed. I'm 77 years old and feel I was tricked into working with this company and they took advantage of every means to deceive me into a membership. Their attempt to appease me by "cancelling" my membership a not charging my card again is not enough. I want my $60 ($5+$55) back. Old social security recipients living on fixed incomes can't afford losing a dime!

  

  Business Response

  Date: 08/18/2024

  Hello, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I understand where the confusion is coming from. I would love to share more about the service that JustAnswer offers. JustAnswer is a customer-paid question and answer service. Our goal is to help people save their time and money by providing 24/7 access to ******+ verified Experts in 150+ categories for a fraction of the cost of in-person professional services. While we do have Experts that can answer your Software question, if you were trying to reach Oral B , you will need to contact them directly.     
  
  As a courtesy, I have canceled both your join fee and membership payment. These are showing as 'reversed' or 'voided' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized. Moving forward, you will not receive any recurring charges. 
  
  If I can be of further assistance, please let me know.
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  *************************************************************

  Customer Answer

  Date: 08/19/2024

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