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:05/20/2024

  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.

  Today 5/20/24, I was seeking Free Legal Advice on-line. I found a business "Just Answer", which stated that I could join for $5.00. I paid the $5.00 and began an on-line chat with a "legal expert". during my "chat", I recieved a phone call from my Credit Union's fraud division, asking if I had made a purchase for $60, in that it looked suspicious. I then quickly realized that I'd been scammed. "Just Answer" had deducted a total of $65 from my account. Apparently, in very small print, they actually charge a total of $65 for a membership. They post false information, initially, then you're actually on the hook for $60 monthly. When I told Just Answer that I felt scammed, and requested a refund, they refused, although I had received none of their services. They're a scam company, and I...being very poor...am out of $65. Heart broken!!!

  

  Business Response

  Date: 05/21/2024

  Hello ******,
  
  I'm ready to assist you.
  
  In checking your account, I see that **************** already cancelled your payment on 5/20/2024. Your payment is showing as 'reversed' 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:05/20/2024

  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.

  This company advertised "ask a question" for five dollars. when I gave them my card thinking I was only being charged five dollars they charged me for ***** and a membership that i was not aware of. They boldly advertise on their web page to ask a question for five dollars, but hidden in their voluminous terms and agreement is a membership for *****. They are deceiving the public and they deceived me. I contacted them not even ten minutes after i signed up and saw the pending charge on my account for ***** and they said they could not refund me that they could only cancel my subscription I never was aware of.

  

  Business Response

  Date: 05/20/2024

  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 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:05/20/2024

  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 agreed to the $1 charge during the chat session to set up a discussion with a tech, but there was no mention of a $33 membership. I received a separate email, unknown to me, while i was trying to talk with the tech. They convinced me to allow a separate $24 charge for the tech to call me. He did, and was not able to resolve my issue with the stove. He did not have any info or specs on my stove as promised and only said it was a wiring issue - which it was not. After I finished talking with him, I then saw the email that said I would ALSO be charged a $33 fee on top of the $1 agreement fee. This is deceptive and should have been made clear during the chat session. I have canceled my "subscription", and hope they will not charge me again. I would like my original $33 refunded immediately.

  

  Business Response

  Date: 05/21/2024

  Hello Lynn,
  
  We hear you and will be happy to resolve this concern. 
  
  We've refunded your payment. The funds would have been made available to your bank/****** account the next business day; however, it may take 3-5 business days to release the funds back to your account depending on their policy.
   
  Please let us know if we can assist you further.
  
  Regards,
  Vanessa
  JustAnswer Customer Care
  ************************ or ************** *** **

  Customer Answer

  Date: 05/21/2024

  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,
  
  
  
  Lynn K*****

• Initial Complaint

  Date:05/20/2024

  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 accessed JustAnswer while assisting my elderly father with a computer problem. The JustAnswer website was not clear that I was signing up for a monthly recurring membership. I have since tried to cancel and I am not able to login as it does not 'recognize' any of the email addresses that I have attempted to login with. I have tried using the ************* tool and it directs me to login into my account or set up a new account. I am not able to login and I don't want to set up a new account. The entire process and experience with JustAnswer feels like a scam where they charge your account every month and make it nearly impossible to cancel your membership. I didn't receive any helpful information with my initial question and my credit card has been charged $55 for two consecutive months for a total of $110. I would like a full refund of $110 and my monthly membership cancelled.

  

  Business Response

  Date: 05/20/2024

  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 two membership charges 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:05/20/2024

  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.

  Last month I asked a question on Just Answer. They provided an answer and charged $34.00. This month Just Answer has charged another $34.00. Their customer service will not speak to me unless I pay them a preliminary $1.00 access fee. Its a scam.

  

  Business Response

  Date: 05/20/2024

  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.
  
  I have refunded the recent 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:05/20/2024

  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.

  On May 17, I was googling questions regarding divorce proceedings and how to start. When I came across Just Answer Legal. I asked a question, the ** generated person sends you a link to get more information about you. I filled out the information asked and they stated in order to ask a question it was a $5 fee. Which I paid. On the opening banner, page there is nothing that states you must pay at total of $65 to ask a question and IMMEDIATELY become a member. It gives you the false understanding that you ask a question and have a trial membership. It however, does NOT give you the option to ASK a question for $5 without having a membership. You have to do both. This is not fair to the consumers who don't have money like this to give away. I had no problem paying $5 for the question. It seemed fair. But to awake on Monday and find out my account is over drawn due to the charge of $60 additional. I immediately canceled the membership, I had no idea i now had; expecting a refund. Their customer service just repeats that its in the banner. It says it in the banner. I said if it was completely understood in the banner that you will be paying $65 (charged in $5 and $60 increments) why am I contacting you in shock. When I made that comment they decided to disconnect the call.Now my account is overdrawn, and I am not in a place where this is a good thing.I am okay with pay the $5 I truly appreciated the legal advice. However, the $60 is not something I knowingly signed up for.I would like a refund.****************************

  

  Business Response

  Date: 05/20/2024

  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:05/20/2024

  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.

  On about May,16,2024, I contacted them via laptop to ask a question.The ad basically said that I could ask a question for a $5.00 fee.Everything seemed to go smoothly.First I spoke to someone, or something in chat, and then on the phone.I asked in chat and on the phone if there would be anymore fees.They led me to believe that there wouldn't, but I was charged an extra $60.00 that I wasn't aware of.

  

  Business Response

  Date: 05/20/2024

  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 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:05/20/2024

  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.

  Hi I was charged $66 from my card ,I was told the charge was canceled but I never received it. When I joined the chat it said$2 but when I viewed my account $66 was also deducted,the medication never worked, I spoke to ***** on Wednesday 15th May.

  

  Business Response

  Date: 05/20/2024

  Hello ******,

  I apologize for the frustration.

  I see that the funds were returned to you on the ninth. Your payment is shown as 'reversed' 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.
  

  Please let us know if you need assistance with anything else.

  Best,

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

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21734401
  
  I am rejecting this response because: I called the bank and they said they never received any refund 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/21/2024

  Hi ******,

  Thank you for letting us know.

  Just to confirm, your refund was issued to a **** card ending in 9581 on May 9th. Your payment is shown as 'reversed' 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. So, if you look back on your records, the original charge should not be showing anymore.

  Please reach out if you need further assistance.
  

  Best,

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

  Customer Answer

  Date: 05/22/2024

  From: *************************** <************************>
  Sent: Wednesday, May 22, 2024 2:13 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and ***************************, Complaint #********

   

  I received my refund ,thank you 

   

• Initial Complaint

  Date:05/20/2024

  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.

  May 20 2024 just answer. Com 29 dollars it wasn't made clear this was a subscription I don't want it and didn't know I was authorize g a monthly deduction very poor business practices and on top of that they were no help at all

  

  Business Response

  Date: 05/20/2024

  Hello *******,

  I apologize for your experience.

  I have turned off your membership and refunded the charge for ***** membership. Please note that while the funds will be made available to your bank on the next business day, the actual release of the funds into your account *** take 3-5 business days, depending on your bank's policy.
  
  Best,

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

• Initial Complaint

  Date:05/20/2024

  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.

  On may 19th I came to this buissness' website in order to recieve a simple answer to a question with the promise of paying a refundable 5 dollars and optionally signing up for their membership for a whopping 47 dollars a month, I didn't mean to sign up for their membership and only meant to purchase their 5 dollar option but it auto signed me up upon giving them my payment details I then contacted their support to get my 46 dollars back to which I was told it would be totally impossible for any member of their staff to return my money, I need those 51 dollars (the total price of both refunds) as I am barely making 200 dollars a week and can't afford a membership to a company like this

  

  Business Response

  Date: 05/20/2024

  Hello *****,
  
  I'm ready to assist you.
  
  In checking your account, I see that **************** already cancelled your payment on 5/20/2024. Your payment is showing as 'reversed' 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************