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:08/15/2024

  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 went to login to my bank account just to check my balance. To my surprise there was ***** dollars taken from my account on August 12th, 2024. I have no idea what JustAnswer is or what it does, because I never signed up for it. I contacted AARP Fraud, they told me to get in touch with my bank. The bank was closed but I contacted them by phone and left a message. My bank contacted me and suggested that I get a new bank card, because they can't block JustAnswer from taking more money each month. The lady from the bank a phone number which was***************). I called the number and got an automated message for people who are looking for ******** advantage insurance. I saw a phone number that was attached to my payment of $45.00 ***************). I called this morning and everything was automated and I wanted to speak to someone. I can't afford to have $45.00 just taken out of my account for something I never signed up for. Any help that you can provide is greatly appreciated. I don't want this to happen to someone else.

  

  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: 08/16/2024

  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:08/15/2024

  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.

  On 8/15/2024 in the morning, I clicked on a JustAnswer link in ****** to ask for a computer programming question. A chatbot asked me to describe the question I had. After that, the chatbot sent me to a payment page stating, "Got it. I'm sending you to a secure page to join JustAnswer for only $1 (fully-refundable)." After putting in my card info, I checked my bank app and immediately had a pending charge for $55 from JustAnswer. When I asked a customer service *** through online chat, the *** said it was clearly stated that this is a membership-based service. Yet, when I entered my card info on the page it said "Got it. I'm sending you to a secure page to join JustAnswer for only $1 (fully-refundable)".

  

  Business Response

  Date: 08/15/2024

  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:08/15/2024

  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 went to JustAnswer.com in a moment of panic looking for answers for my dog. I was told by the chat person it would be 5.00. I entered my card info and was then charged an additional *****. They said it was on the website when I put in the card info. However when someone is in a state where they are seeking help they are going to take the initial report that it is 5.00 to ask a question. I asked for a refund. They refused. Im not complaining about that. Just about the fact that they make it appear that the charge is 5.00 and then charge an additional ***** and then they refuse to refund. Poor business practice.

  Customer Answer

  Date: 08/15/2024

  After communicating with Just answer repeatedly and informing them I was contacting the BBB they have sent a refund. I do hope that they change their practice and tell customers that it is $5 for joining and $35 per month.
  
  

• Initial Complaint

  Date:08/15/2024

  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 was looking online for help for my cat. I saw this ad for a service that would charge $5 to have a vet answer my question. I didn't realize I would be charged a $35 monthly subscription. I contacted the company and they cancelled the membership but refused to refund the $35 they changed me on top of the original $5. This is despicable. Taking advantage of people in a crisis. If I knew I would be paying $40 total to ask one question, I wouldn't have paid anything. I live on a fixed income. $40 is a lot of money for someone like me. This company is using false advertising and tricks to get people to sign up for membership. I just want my money back.

  

  Business Response

  Date: 08/15/2024

  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: 08/16/2024

  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:08/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having difficulty with my online banking. I got no help from my local bank so I turned to Just Answer. This was in January of 2024. I understood I would pay a one-time fee of $30 and it was worth it to me. They did not solve my problem or say they would continue to look into it. Before I knew it they were charging me a monthly fee of $30! I realized this in May of 2024 and notified them I wanted out because I did not know I had signed up for a membership. (In November of 2023 I had my complete identity stolen and I was still dealing with the fallout from that which is the reason why I didn't catch the accumulating charges before May.) As of this writing August 15th 2024, they are still charging me $30 every month and I have never used their services since the initial request. So far I have spent $240 and I am a 79-year-old senior citizen on a limited income so I cannot afford $240!!! Please can you help me?Thank you very much

  

  Business Response

  Date: 08/15/2024

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for to hear about what happened. 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:08/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was speaking with a representative about a plumbing question. They told me that I would receive an answer to my question if I sign up for the $5 (fully refundable) using the link given. My question was answered by sending me a pdf of the manual I already had which in no way helped me with my problem. I was charged $5 plus $40 on my Credit Card. I immediately cancelled my subscription the same day I asked the question but feel this is deceptive business. I was unaware I was going to have to pay $40 for an already unhelpful answer.

  

  Business Response

  Date: 08/15/2024

  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:08/14/2024

  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.

  sought help on Zoom application and was diverted to JustAnswer Received a bill for $52 but was never told there was a cost or it was a company other than zoom.received a second bill 1 month later for $52 but never subscribed or used service.Blocked them on my charge card as they would not provide customer service response.

  

  Business Response

  Date: 08/15/2024

  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: 08/18/2024

  Better Business Bureau:
  
  I called the business in reference to complaint ID ********, and they reimbursed me for all monies. As a result, I find that this resolution is satisfactory to me

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

• Initial Complaint

  Date:08/14/2024

  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 company JustAnswer is very misleading with the way they word things and make it look. I signed up for what I thought was a $5 trial and that I would be able to ask a question to a mechanic professional. Yet did I know that they would instantly charge me $34 more when I thought that was supposed to happen after a month if you didnt cancel the subscription trial. I purchased the $5 on 08/10/24 and contacted the customer service on 8/14/24 after I canceled the subscription and noticed a charge for $34. The supervisor said she couldnt process a refund even though I didnt want the $5 back and just wanted the $34 I didnt know about. Just a complete lack of customer service and she told me that there is a 7 day free trial they have but that I didnt choose that option to whereas I told her I never even saw that option but thats what I though I was getting with the $5 dollars. I only asked one question and then canceled because they make it sound like its $5 for the one question when in reality its $39 and they should just say that. Very upset with this company as *** dealt with other companys before that are reasonable. This company puts the blame on to you and does not make any sense with how she told me there is a free trial version that offers the same thing. I dont know what they mean by that. All I want is the $34 back and told them to keep the $5 as I knew and agreed to that.

  

  Business Response

  Date: 08/15/2024

  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: 08/16/2024

  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:08/14/2024

  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 had an ATT fiber internet outage last month and went to their website for information. I thought I was asking ATT when service would be restored, but was tricked and wound up somehow on JustAnswer. I made the stupid mistake of entering a credit card number. They then charged me $5, then an additional $55 dollars. I entered their chat bot, and cancelled this. Then they sent me an answer about an alarm system I do not have. I thought this was resolved, but now they are trying to bill me another $55 dollars. I am working with my card company to stop this abuse of senior citizens. This site is trying to take advantage of me by billing me for services I do not want and wont use. DO NOT GIVE THEM A CREDIT CARD NUMBER. I was tricked. Be careful that they dont do this to you.

  

  Business Response

  Date: 08/15/2024

  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:08/14/2024

  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.

  ****** search took me to JustAnswer.com which immediately connects to "Pearl", their AI assistant. I uploaded a screenshot of the home page with the chat I had and the last chat bubble plainly asks for $5 (fully-refundable) and for my CC. After sending that info I was asked to hold. then my credit CARD CHARGE $ 5.00+$*****=$ ***** Some one call me regarding my information .but i am not satisfied with them so to chatting & calling to customer service, this is not reasonable making foolish in a name of the monthly charges.so they cancel my membership in a 1 Hrs.Now said you requested to cancel it, does not refund me the $ ***** This is total ridiculous to scam to customer ,Showing something With AI different ,charge $ ***** in a name of ***************** ,this need to stopped .please help me to refund.

  

  Business Response

  Date: 08/14/2024

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