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:08/18/2024

  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.

  They haven't received it yet at my book let get killed copies 200of it and paycheck like pay me haven't received it yet at my house and paycheck like pay me haven't received it yet at my house and they haven't delivery at my house yet

  

  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 'people helping people', 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 *******************  you will need to contact them directly.     
  
  Please let me know how I can further assist you. I am more than happy to help! Have a great day. 

   

  Kind regards, 
  

  
  Violet
  JustAnswer Customer Care
  ***********************************

• 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.

  So i was directed by ****** to JustAnswer. I asked a question and stated its $5.00 dollars to ask a question, Did not say anything about charging the full amount of $57.00 dollars for a month. Spoke with a live supervisor (******) who gave me the run around after explaining the situation and finally he responded that the only way to get a refund is to leave a bad review on the "expert", then when I brought that to his attention he said he never stated it and then asked "Is there anything else I can help you with?" then closed the chat.Probably nothing will come out of this because they are all lawyers,

  

  Business Response

  Date: 08/18/2024

  Hello, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I'm apologize for any confusion or inconvenience. When you submitted your question on JustAnswer, along with your email address, the site recognized that you previously used our service on February 26, 2019.  When you returned to the site on August 18, 2024 to ask a new question the site would have shown you a Welcome Back message, along with the cost of posting a new question using membership benefits.    
  
  The monthly membership payment allows you to ask unlimited questions in over 100 categories for 30 days.  Renewal of the membership can be cancelled at any time.  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis.  For example, the price of the question you posted has a value of $36.   
  
  Here's a list of over 100 categories that are covered by the membership program where you have all kinds of verified Experts at your fingertips:    
  
  **********************************************************************************;  
  
  We hope in the future that you will avail yourself of the service and see how convenient it is to be able to contact verified doctors, veterinarians, lawyers, accountants, mechanics, and a wide variety of repair people such as computer techs, appliance techs, electronics tech, etc.      
  
  As a courtesy, your $57 membership payment has been canceled for you. 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 see any recurring membership charges.  If you would like to reactivate your membership in the future, please send your request to our customer support team at ************************************************************. 
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance.  
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  *************************************************************

• Initial Complaint

  Date:08/17/2024

  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.

  Went to just ask to speak to cardiologist regarding concerning tests and symptoms, advised fee to speak to them was $2 only and it's refundable, sent to billing page, when I canceled it it's now stating monthly fee of $66 for the service, which is so misleading and just terrible business. I can see now many other people have had this happen. It's incredibly sneaky as well that the chat screen where the $2 refundable fee just vanishes so you cannot screenshot it or have a record of it.Super angry about this, how are is it permitted that they can state for $2 only and its refundable? They should be required to disclose the entire fee.

  

  Business Response

  Date: 08/17/2024

  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:08/17/2024

  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.

  On 8/15/2024 I consulted just ask about my cat. They connected me with a vet and advised that membership would be $5 to sign up. I agreed to that. Next thing I know, I'm charged $33. I try to dispute it and find in the **** that if you were a "prior member," the membership is $33 to resubscribe? I went through this over a year ago too when they were supposed to charge me $5 and it ended up being like $45+. They never had a pop up come up that said, Oh hey, you've been here before so it's 33 and not 5, do you wish to continue? None of that. They just went forward and took my money without consent. And the vet almost immediately said the worst case scenario about my cat, and he's fine by the way. He's not anemic or dying. This company just preys on vulnerable/scared people and scams them. 100%. I want my money back, yet again.

  

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

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

• Initial Complaint

  Date:08/16/2024

  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.

  Just answer only stated there was a $5 charge to speak on the phone. I did not see in fine print anywhere that suggested I was to pay $40!!!! I tried to get my money back by following back up with them, and was told it would be an additional $5 ("fully refundable") to get help with this. Unreal. I want a full refund of what I didn't agree to.

  

  Business Response

  Date: 08/17/2024

  Hello,
  
  Thank you for reaching out to us at JustAnswer via Facebook. 
  
  We would love to help you out however, we need to locate your account using the the below information - any and all of which will be useful:
  
  - The first 6 digits and the last 4 digits of the Credit/Debit card that was charged (This information can only be used to locate the account)
  - Other email addresses you may have used
  - The order number from the question you asked, if it's available
  - *********** email address if you were charged through ****** (I won't need the password)
  - The date and amount of the charge(s)
  - A link to the question page -OR- The 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. 
  
  Your cooperation is greatly appreciated.I look forward to hearing from you soon.
  
  
  Kind regards, 
  
  Violet, JustAnswer Customer Care
  ************************************************************* 
  

• Initial Complaint

  Date:08/16/2024

  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 8/15/24 I responded to an ad offering to provide an answer to my question about a phone number for Norton Antivirus. The ad said my credit card would only be charged one dollar. JustAnswer provided me with Nortons phone number and thats it. Later I received an email saying I was enrolled in a membership for $55 @ month and my **** credit card was charged the one dollar plus another $55. I contacted them today and they canceled my membership at my request but refused to refund the $55 membership charge. I did not sign up for a membership to anything. I want my $55 refunded. Thats all.

  

  Business Response

  Date: 08/17/2024

  Hello,
  
  Thank you for reaching out to us at JustAnswer via Facebook. 
  
  I hope your day is going well. We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  
  *************************************
  
  Moreover, although your membership payment is not eligible for a refund under our Terms of Service, as a courtesy to you we have cancelled your membership payment.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.  
  
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.
  
  
  Kind regards, 
  
  Violet, JustAnswer Customer Care
  ************************************************************* 
  

  Customer Answer

  Date: 08/17/2024

  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:08/16/2024

  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.

  Was told I would only pay 2 dollars for a one time answer to a question. Ended up getting charged 71 dollars for something I did not agree to. There was nothing upfront or visible when answering questions that stated I would have to pay a monthly fee.

  

  Business Response

  Date: 08/16/2024

  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: 08/17/2024

  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:08/16/2024

  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.

  My wife was looking for an online solution to solving some problems related to a sewing machine that she inherited from her recently deceased sister-in-law . She used an online search and followed a link that seemed legit that lead her to the Just Answer web site. She followed that to the actual page where a customers service representative tried to answer her questions, but the "expert" seemed to be a clueless and failed to provide anything meaningful to answer her questions about the sewing machine problems.She felt the Just Answer service was a scam and tried to navigate out of the web pages and thinks she accidentally clicked on buttons that may have accidentally created a Just Answer account with our Discover card getting charged $1 for the initial question. Her initial inquiry was made on 12/24/2023 and she thought that was the extent of the charges, and passed it off as a bad customer experience. Fast forward to today 8/16/2024, and she noticed that Just Answer has been auto billing us $55 a month on our Discover Card for the past 8 months. I have since closed her account and managed to get a refund of the last charge from 7/27/2024. Unfortunately, I could not get a live representative to refund the disputed charges from 12/27/2023 through 6/27/2024. We still need to recover the remaining $385 balance of the 7 months of fraudulent charges for 12/27/2023 through 6/27/2024.My wife feels she never authorized this monthly service subscription. She is not very computer literate and cannot retrace the exact steps of her inquiry with Just Answer, and feels she was scammed and taken advantage of.

  

  Business Response

  Date: 08/16/2024

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

  Customer Answer

  Date: 08/17/2024

  
  Complaint: 22153154
  
  I am providing additional information for my wife's  the account as requested: 
  
  **************
  **************
  
  Sincerely,
  
  *****************************

  

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

  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: 08/21/2024

   
  Complaint: 22153154
  
  I am rejecting this response because:
  

  Your offer to refund the last two payments that were made in the last 90 days is still insufficient.  We still need to recover the remaining $276 balance of the 5 months of fraudulent charges for 12/27/2023 through 4/27/2024. My wife feels that your web site is intentionally designed to force customers to inadvertently accept the terms of service that resulted in her account getting auto billed. 
  
  I have contacted our ******************************** and they have informed me that your refusal to provide a full refund will force them to put a permanent ban on all JustAnwser transaction submitted through their system. Discover also informed me that we are not responsible for these disputed fraudulent charges, and if you do not refund the balance they will reverse the charges and credit our account for the balance.
  

  Sincerely,
  

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

  

  Business Response

  Date: 08/21/2024

  Hello,
  
  Thank you for writing back.
  
  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 refunded the rest 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.

  Your offer to refund the 2024 charges is acceptable, and I will agree to accept the initial charges from last December for signing up for your services. It was an oversight on our part to not cancel your service last December and letting this whole auto billing fiasco go by unnoticed for the last 7 months. 

  Thanks for your prompt assistance.

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

• Initial Complaint

  Date:08/16/2024

  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 do not believe the business CLEARLY explains that you are signing up for a monthly recurring charge. That because of that customer thinking the ***** is a one time charge they get at least another ***** a month later when it appears to be a duplicate charge, if the customer reviews there credit card statement, that they (I) find out that I have subscribed to a recurring monthly charge for an unwanted service.

  

  Business Response

  Date: 08/16/2024

  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:08/16/2024

  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.

  This happened just yesterday, the 15th of August. I was getting into our siriusxm account to cancel and **** popped up telling me I can 'chat' with someone who will help me with that. I was then told that for $1.00, which would be returned, it would be handled. Well I waited for a code to come through that never did, then I had to leave to pick up a grandchild, so I never really completed anything with them. The next thing I know is that there's a 50 dollar charge on our bank account that was definitely not okayed. I did try to get that reinbursed, but they would have no part of it. They did cancel the membership that I did not sign up for, thankfully. This is a real crock.

  

  Business Response

  Date: 08/16/2024

  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: 08/17/2024

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