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:09/20/2025

  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 has debited money from my account approximately 8 different times beginning 8/2/25 for different amounts. I do not recall signing up for their service and when I ******* the company it came up Just Answer. When I try to unenroll it says my email can't be found. I would like them to refund my money and stop debiting my account and unenroll me from their program

  

  Business Response

  Date: 09/21/2025

  Hello ******,
  
  Thank you for bringing this to our attention.
  
  I'm sorry, but I wasn't able to locate an account using the information. Do you happen to have another email address or phone number we could try? If not, we can also find your account using any of the following details:
   
  -Your order number
  -The first 6 and last 4 digits of the card being charged (no need to provide the full number) ************ email address if the charge is through ******
  
  Please get in touch using the contact details in my signature so we can continue supporting with your refund request.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

• Initial Complaint

  Date:09/20/2025

  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 17 August 2025 I attempted to get customer support from ***** for a question regarding my Apple Mac mini. I inadvertently wound up on a website called *********************, which turns out to be a subsidiary or affiliate of **************************. I was connected by phone to a woman "expert' with an Indian accent and I asked my question; she gave me misinformation. Subsequently I was billed $48 through my **** card. I was billed $48 again on September 17, 2025. I never agreed to a "membership" in any subscription service and never saw a price list for any type of service. I made repeated attempts to cancel my "membership" but found that my online inquiries were answered by a JustAnswer chatbot that falsely claimed JustAnswer was not affiliated with *********************. I later filled out an online complaint form but have not received an answer from Just Answer or Askanexpertonline. I am seeking cancellation of the "membership" and a refund of $48 for the second monthly billing, because I did not agree to open any subscription membership and because this company provided no service of any kind after giving me a wrong answer to my initial question. In my opinion, the combined operation JustAnswer/Askanexpertonline is a business fraud.

  

  Business Response

  Date: 09/21/2025

  Hello ******,

  Thank you for reaching out.

  It appears you may have accessed our site through an advertisement or affiliate link. When submitting your question, you would have seen JustAnswer branding. To learn more about our services, please visit: ********************************************.

  Upon posting your question, you were enrolled in our monthly membership program, which includes automatic billing for continued access to expert assistance. A sample of the payment page is available here: ****************************************************

  Note: This is a general example and may not reflect your specific transaction.

  Regarding the $48 charge:
  The funds were made available to your bank the next business day. However, depending on your banks policy, it may take ******************************************** your account.

  Regarding the $40 authorization:
  The transaction related to posting a customer-related concern was cancelled before processing. Only an authorization hold was placed, which is not an actual charge. It should drop off within 35 business days, and no refund will be issued since no charge occurred.

  Please be assured that no further membership charges will be applied.

  We appreciate your interest in JustAnswer and regret that it didnt meet your expectations. If you need further assistance, feel free to contact us.

  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  

  
  

• Initial Complaint

  Date:09/20/2025

  Type:Sales and Advertising 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 is not a honest company. I was desperate to get a Vet to get meds for my cat. I asked for the price first thing. What the price was up front. They ignored me.. I then proceeded for the love of my cat.. I asked my question. Then the "vet" got on and basically repeated my question. Then the text was dropped. He she never got back on. They took the money out.! I got no information. They did not do nothing. They are a fraud.

  

  Business Response

  Date: 09/21/2025

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, your $5 and $55 payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. Additionally, your membership was canceled on 19-Sep-25. Moving forward, you will not see any recurring membership charges.
  
  We appreciate that you gave us try and we're sorry that it didn't work out.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  

  
  

  Customer Answer

  Date: 09/22/2025

  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:09/20/2025

  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.

  I agreed to $5.00 charge for a telephone call from a lawyer. Never received a call, just an email response. Was then charged $5.00 and $55.00. I did not agree to pay $55.00.

  

  Business Response

  Date: 09/20/2025

  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, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days 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:09/20/2025

  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.

  I used Just Answer last month to see if I could get a quote on a collector card. When I went through the request, I was notified I would pay $4.99 for my first inquiry. When I later looked at my email, it said they had charged me $40, because I had previously used the service for a completely different reason over a year prior to this, which was for an emergency pet consult. I had no clue this was the same company, because those are 2 completely different things. I canceled my $40 "membership" today on 9/20/ 2025, just 2 days past the renewal date, and asked if I could get a refund for the month, since I have not used the site at all again my since initial inquiry about the card. They just told me no. They are making $40 off me this month for absolutely nothing!

  

  Business Response

  Date: 09/20/2025

  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, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days 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:09/19/2025

  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.

  A was trying to get info for my IPad. They said they would charge me $5.00, fully refundable. Not only did they not refund the charge, they charged me an additional $50.00. Bottom line I got info for my IPad.

  

  Business Response

  Date: 09/20/2025

  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, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days 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:09/19/2025

  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.

  Today 09/19/25, I've been suffering from severe tooth pain.I searched on ****** for possible solutions and came across JustAnswer.I began chatting with the AI assistant when it indicated she could connect me with a dentist for $5.The page came up for me to enter my email address, name, and credit card information.I remember seeing on the page a one-time $5 join fee. I thought it meant to join the chat with a dentist. I did not see anything about an automatic monthly membership fee.Upon checking my bank account to verify the $5 charge, I see not only the pending $5 but also the pending $65.I went back to the JustAnswer website, found the membership, and immediately canceled it.I was completely misled and want my $65 back.

  

  Business Response

  Date: 09/20/2025

  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, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days 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: 09/22/2025

  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:09/19/2025

  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.

  In March 2025 I asked a question of this sight. They called me right away to answer my question. I thought I was paying $65.00 for my one question. Ever sense they have taken $60.00 a month from my account. Supposedly it was a membership I signed up for, unknown to me. I can't believe I'm the only one this has happened to. I ended up paying an additional $300.00 for this one question. They did refund me for two months. But that's all. I feel taken in. I never saw anything about a membership. I didn't think I was so stupid, but this happened to me. Please help make sure this doesn't happen to others. Thank you very much, *****

  

  Business Response

  Date: 09/19/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  We understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, we have issued a refund for a total of five (5) membership payments of $60 each. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy. Additionally, your membership was canceled on 21-Aug-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

• Initial Complaint

  Date:09/19/2025

  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.

  Just like others have written, I was told I would be charged $5 to get my question answered by a professional on JustAnswers, but I was charged $5 and $55. No idea why and I never consented to that. From reading other complaints, it seems they likely charged me for a membership. I dont even have an account with them so that makes no sense. Ive tried to contact them through their support chat, but it stops allowing me to respond if I dont log into my account - again, I dont have one!

  

  Business Response

  Date: 09/19/2025

  Hello ******,
  
  Thank you for bringing this to our attention.
  
  We understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your Legal question, an account was created for you, and you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, I have refunded your $55 membership payment, and it is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. Additionally, your membership was canceled. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

• Initial Complaint

  Date:09/19/2025

  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 September 18, I reached out with a question about an app on the iPad I was using. Tech support referred me to the app's customer service number, which was unhelpful. I understood that I would pay a one-time $5 fee, but in my credit card I now also see a $40 monthly membership fee pending. When I signed up, the site said I would be automatically enrolled but that I could cancel within 30 days to avoid the fee. I canceled immediately after having my question answered, but I don't think the site should be automatically enrolling people, which based on other complaints seems like a common issue. I am seeking a refund of the $40 membership fee.Additionally, I have tried to delete my account, but I can't. There is no option to delete account from desktop; the company FAQ tells you to contact customer service to delete account. I did so but immediately received an email back confirming my membership is canceled, which is not what I asked. I responded saying, again, that I would like to delete my account, and now I haven't heard back. The company FAQ claims an account can be deleted in their app, but I'm not downloading an app I don't want just to cancel an account, and I shouldn't have to. It should be available on desktop. So, in addition to a refund of the $40 membership fee, I would like my JustAnswer account and data to be deleted.

  

  Business Response

  Date: 09/19/2025

  Hello *********,
  
  Thank you for bringing this to our attention.
  
  We understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program, not on a trial membership. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, I have canceled $40 payment, and it is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. Additionally, your membership was canceled on 18-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23906532
  
  I am rejecting this response because: a second $40 charge appeared on my card later today. It shows on my card as coming from Home-repair* while the first charge came from *****************************, but an internet search confirmed that they are the same business and may also show up on a credit card under several other names. I did not visit any other areas of the JustAnswer site or seek to have additional questions answered. Additionally, I have not used that card for any purchases today except for a coffee this morning.

  Can I please have the second $40 charge reversed as well? I'm not sure why that one popped up since I canceled my membership in less than 24 hours, so I just want to be sure all membership charges have been reversed.

  Once that is done, I will mark this complaint as handled to my satisfaction, as customer service did eventually respond to my second email about account deletion confirming they had deleted the account for me as requested.

  Thank you,
  
  ********* ********

  

  Business Response

  Date: 09/23/2025

  Hello *********,

  Thank you for bringing up these concerns.  I reviewed your account and found that one of our Admins refunded your $40 payment on 9/19/2025.  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 the account because it was never finalized. Your bank or card issuer should be able to confirm this for you.  

  I located your data removal request on our ************* platform.  I see that you finally got a response from ***** and that he closed your JustAnswer account for you.  I apologize for the difficulties you experienced trying to get your account closed and have reported the issue to our Product and Development team.  If you have any further concerns about this, please reach out to me directly.

  Best regards,
  *** at JustAnswer *************
  ********************************************************** or call **************

  Customer Answer

  Date: 09/24/2025

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