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:06/24/2024

  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.

  Earlier this year I was having a problem with a computer application and did a search that resulted in several possible answers. I clicked on juistanswer. They offered no solution to the problem. Then I began receiving emails wanting to know "...how did Justanswer do in solving my problem. I signed no contract with Justanswer, or agreed to any monthly fees. Nevertheless, they began billing me $46.00 a month last month and again this month.

  

  Business Response

  Date: 06/25/2024

  Hello *****,
  
  I'm ready to assist you.
  
  Upon checking your account, **************** has already refunded your payments on 6/24/2024. 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. 
  
  Please feel free to contact us at any time with any questions.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/24/2024

  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 May 22, 2024, I had an issue with my microwave. Just Ask popped up in a ****** search, and their link suggested I could chat with a microwave "expert" for a $5.00 sign-up fee. I chatted with someone for a few minutes, but he was not very helpful and did not solve my problem. I figured a loss of 5 bucks was no big deal. Now I discover that Just Ask surreptitiously signed me up for a monthly membership and has been charging my credit card $40.00 a month for the past 2 months. I never agreed to a membership and never gave my consent to Just Ask to automatically charge my card every month. I feel totally ripped off and now think Just Ask is a scam. I'm going to try to cancel through their website but expect cancelling will not be easy. What I really want is a refund of the 2 monthly $40.00 charges and for Just Ask to cancel the membership.

  

  Business Response

  Date: 06/25/2024

  Hello *******,
  
  Thank you for reaching out to us at JustAnswer.
  
  We couldn't locate the transactions using the email address and phone number you've provided. Do you have another email address we could try? We can also locate the account with the following information:
  
  - A different phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged. We do not need the whole number.
  - Your PayPal email address if you are being charged through PayPal
  
  You may send any of these information to me using my contact information below so I can further assist you. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

  Customer Answer

  Date: 06/28/2024

  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:06/24/2024

  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.

  I contacted this company, justanswer, 05/20/24, to ask a question for the price of $5. When I asked they also withdrew $46 without my knowledge nor permission. I asked for a refund and they said no. I cancelled the card that justanswer used. Today, 06/24, I see justanswer is taking another $46 from the NEW card so I called my bank and they tell me I need to contact justanswer. I contact justanswer and ask for a refund because I do not need your services at all and was told no again. Most of this company's reviews are about this same problem and I don't understand how they are considered a legit business. I need all my money back!!

  

  Business Response

  Date: 06/25/2024

  Hello *********,
  
  We're ready to lend a hand. 
  
  We've cancelled your most recent payment. 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.
  
  We've also refunded the other membership charge. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/24/2024

  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 came across this site called just answer for a fee of only 5.00. The initial chat person stated it would only be 5.00. I find the site is very misleading because after entering my information it turns out I am being charged an additional 46 dollars. I canceled right away because I do not want the membership. I tried looking up my charges but the site doesnt stay open long enough to read it. I find this very misleading.

  

  Business Response

  Date: 06/24/2024

  *****************,
  
  We're ready to lend a hand. 
  
  We've cancelled your payment. 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:06/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 25, 2024, I asked a question on Just Answer.com and paid a chage of $5, that I was happy to pay.I was enrolled in a monthly membership at $46 per month that I did not authorize and never received any emails regarding the membership fee.I wish to dispute the monthly membership chages totalling $138.

  

  Business Response

  Date: 06/24/2024

  Hello ******,
  
  We're determined to address your concerns.
  
  We've refunded your membership payments. The funds would have been made available to your bank/PayPal 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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/23/2024

  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.

  On June 21 I was connected to Just Answer with a question on my lawnmower. I was told it would be $5 and refundable. I was then enrolled in a monthly subscription for $30 a month. I never got my answer. I called customer service for a refund, and they would not give me a refund even though I never got the answer I paid for.

  

  Business Response

  Date: 06/23/2024

  Hello,
  
  Thank you for sharing your JustAnswer experience via BBB.
  
  I'm sorry to hear that you didnt receive an answer that satisfied your question. This is definitely not the experience that we want to create for our customers. But I am glad you contacted us so we have the opportunity to rectify this.  
      
  Upon entering a question on our website, a customer is directed to a payment screen that details a one-time fee as well as a membership fee, which in your case is $5 and $30, respectively. This enables you to use our services whenever you need until the end of membership. Since you used Apple Pay, the fees were combined as one transaction. During the checkout process, we do notify you that the fees will be combined on your statement. We apologize if that caused you concern.    
   
  As a courtesy, I have canceled your payments. 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
  ************************************************************* or *******************

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/23/2024

  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.

  Enlisted JustAsk for$5 to answer a question about a washing machine repair. Unaware that I gave them permission to charge me a membership fee. The technician was not helpful. Now Ive been charged a monthly membership fee of $30. Pretty shady!! Ive filed a request with my CC to stop the charge. I got on their website and their computer says it will connect you with someone, but does not. No where to cancel this membership.

  

  Business Response

  Date: 06/23/2024

  Hello,
  
  Thank you for sharing your JustAnswer experience via BBB.
  
  I'm sorry to hear that you didnt receive an answer that satisfied your question. This is definitely not the experience that we want to create for our customers. But I am glad you contacted us so we have the opportunity to rectify this.  
  
  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
  - Your PayPal email address if you were charged through PayPal (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
  ************************************************************* or *******************

• Initial Complaint

  Date:06/23/2024

  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.

  My question never received a response. The fee I agreed to pay was $1, however my account was charged a monthly fee of $30. This company engages in deceptive business practices claiming to provide instant answers and tricks users into an expensive monthly membership that is not apparent anywhere on the website.

  

  Business Response

  Date: 06/23/2024

  Hello,
  
  Thank you for sharing your JustAnswer experience via BBB.
  
  I am sorry to hear that you have not gotten an answer in a reasonable amount of time. This is not the experience that we want to create for our customers. 
  
  On average, a question that is asked on JustAnswer receives a response in 10 minutes, and in most cases, it is faster than that. However, there are times when responses can be delayed. Things like the time of day that the question was posted, and the number of Experts available in the category will play a part. The amount of complexity within the question, and the time it takes for an Expert to author a response also have an impact.     
  
  Meanwhile, 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: 
  
  *************************************
  
  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
  ************************************************************* or *******************

• Initial Complaint

  Date:06/23/2024

  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 searched online for answers to a real estate question. I was directed to JustAnswer website. I chatted online with a rep who told me an expert would answer my question for $5. She sent me the link to pay the $5. The link also confirmed the $5 charge. Then, I paid using my credit card. However, I was billed twice. One bill for $5 and another for $57. I immediately called the 800 number found on my cc charge. The guy said the charge was for a membership. I asked membership to what? All I needed was an answer to a question. The lady I chatted with initially never said anything about a membership, nor did I agree to one. In any case, the fella who answered the 800 number assured me that someone would call me back about issuing me a refund for the $57 within 3 to 5 mins. No one called me back. Its been two whole days now. I am due a refund and an apology for the hassle and stress caused by JustAnswet.

  

  Business Response

  Date: 06/23/2024

  Hello,
  
  Thank you for sharing your JustAnswer experience via BBB.
  
  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
  ************************************************************* or *******************

• Initial Complaint

  Date:06/23/2024

  Type:Order 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 online looking for an answer like I would any other vehicle and it popped up. Just answer question whatever this website is for a dollar he said Im gonna send you to a secure website. Just put your information in. Its only gonna charge you a dollar I read all the information and Bam. It came up over 40 bucks, so I dont know if Im gonna get charged $40 every month because I cant get them back on line to speak to

  

  Business Response

  Date: 06/23/2024

  Hello *****,
  
  Thank you for sharing your JustAnswer experience via BBB.
  
  I apologize for any inconvenience this may have caused. JustAnswer is a people helping people service, focused on providing value, speed, convenience, and 24/7 professional services to our customers by connecting them with experts under various categories. 
  
  Moreover, I was able to locate your account using your email address but it has no transaction.  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
  - Your PayPal email address if you were charged through PayPal (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
  ************************************************************* or *******************