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:06/21/2024

  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.

  Back in May, I did contact JustAnswer- and I was sent to an Antique Expert. I did not sign up for a $65/ monthly membership. I paid the $5 for the question I had. They charged me $65 for the month of May and $65 for the month of June (2024). I called the number from my bank statement AskAntique ************ CA *****************************. A woman answered, she verified she was she was from JustAnswer and had difficulty locating my account. She asked if she could call me back because she was having issues with her computer. I am still waiting. I also sent an email to JustAnswer and while the got back to me with a response quickly- they told me I did not have a monthly membership but only a pay as you go account. I go to look into my account and it says it is cancelled. I feel as if I am getting the run around. I do not want to have to contact the fraud department of my bank because it takes almost 3 weeks to get a new debit card. That *****. Filing this complaint is my only recourse because I cannot seem to talk to a human nor get anywhere with their email help. Any chat help I tried, is only chat for people asking questions using their membership-- not for managing your membership. This is not consumer friendly. I cannot afford the $130 I lost. I am only left with filing this complaint as an action.

  

  Business Response

  Date: 06/21/2024

  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: 06/22/2024

   
  Complaint: 21882177
  

  This is in reponse to your request for more information.  I also uploaded my May and June statements so you can clearly see deductions were made, even though you are saying there is no account.

  
  The following is all of my information: 

  I have two emails:  ************************  and ****************** and I have two cell numbers ************ and ************
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/25/2024

  Hello,
  
  Thank you for writing back.
  
  I apologize for the inconvenience but I am still unable to locate the account using the information you've provided. In order to assist you, please provide me with the date and amount of the charge as well as the first 6 and last 4 digits of the card that was charge - not the full card number. If the charge was made to your PayPal account, please let me know the email address associated with your PayPal account. I assure you that I will only use this information to locate your transaction.
  
  I look forward to your reply and hope that we can resolve your concern soon.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ******************** 

• Initial Complaint

  Date:06/21/2024

  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.

  I never requested a membership and never had an option to purchase a single consultation only. The chat person claimed it was a $1 refundable fee for a phone call. That clearly wasnt the case.

  

  Business Response

  Date: 06/21/2024

  Hello ******,
  
  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:06/21/2024

  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 was told I was only being charged the $1 fee to ask a question another company directed me to do. I then after putting my card information in was charged the $1 on top of a monthly membership fee of $28. I wanted refunded and they told me by law its not allowed. The only answer to the question they could give me was just return the product but yet Im charged almost $30 for that answer when I didnt need a monthly subscription for something I wasnt told about.

  

  Business Response

  Date: 06/21/2024

  Hello Marlo,
  
  We're ready to lend a hand. 
  
  In checking your account, I see that **************** already cancelled your membership payment on 6/20/2024. 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:06/20/2024

  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.

  Just answer keeps charging me for a subscription that I canceled in February of 2022. I contacted them by phone about this in February of 2024 and was assured it will stop. It stoped for a month and than it started again. When I try to log in on to the website it shows that my membership is canceled and I have the e-mail that states the exact date I canceled and yet they are still charging me.

  

  Business Response

  Date: 06/21/2024

  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: 06/24/2024

   
  Complaint: 21880821
  
  I do have another e-mail that you can check: ****************** I also have the dates of all the charges. Let me know if you need them and I'll be happy to send them to you

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

  

  Business Response

  Date: 06/25/2024

  Hello,
  
  Thank you for writing back.
  
  I apologize for the inconvenience but I am still unable to locate the account using the information you've provided. In order to assist you, please provide me with the date and amount of the charge as well as the first 6 and last 4 digits of the card that was charge - not the full card number. If the charge was made to your PayPal account, please let me know the email address associated with your PayPal account. I assure you that I will only use this information to locate your transaction.
  
  I look forward to your reply and hope that we can resolve your concern soon.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ******************** 

• Initial Complaint

  Date:06/20/2024

  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.

  On 6/19/2024 I contacted yahoo customer service to ask a question about email. The website I ended up on was just ask. It offered to connect me with a technical expert to resolve the issue for $1. I entered my cc and was transferred to a consultant. Shortly afterwards, i was notified by my credit card company that I had been charged $56.00. I did not authorize a charge for $56.00. This company has a very misleading website. They say theyll help solve your problem for $1 and charge $56.00. Unethical.

  

  Business Response

  Date: 06/21/2024

  Hello *******,
  
  I'm ready to help. 
  
  I'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 *********************
  
  

  Customer Answer

  Date: 06/22/2024

  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:06/20/2024

  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.

  On June 11, 2024 I asked one question on the just ask website. I agreed to the $1.00 charge. My card was charged $43.00 for a membership I did not agree to. I have canceled my membership online but there is no way to ask about a refund of the membership fee without incurring an additional cost. I would like the $43.00 refunded to my account. Im

  

  Business Response

  Date: 06/21/2024

  Hello *****,
  
  I want to resolve this issue for you.
  
  I've refunded your payment. 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: 06/21/2024

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

• Initial Complaint

  Date:06/20/2024

  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.

  Deceptive ad. "GET AN ANSWER FROM A REAL LAWYER FOR JUST $5. Fully refundable!". Was charged and additional $60, for a membership that I was not aware of.

  

  Business Response

  Date: 06/21/2024

  Hello ***,
  
  We apologize for any inconvenience caused. 
  
  In checking your account, I see that you have already requested a refund of your payment from your end on 6/20/2024. 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 let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/20/2024

  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 June 19, 2024 I was searching the internet trying to track a package that is lost. I believe the whole situation was a scam. But as I was trying to figure out what carrier was supposed to have delivered it I came across this site that said ask us any question and we will try to help. I believe it also said try it free for like 7 days. So I figured I would try them. I never even received an answer from them and the following morning they had charged my account $45! One, for what? And Second I did not agree to sign up for a monthly subscription. I remember thinking I would try for the 7 day trial and then cancel. I talked to a manager but they refuse to refund me. Seeing all these complaints about the same issue I feel like this company is very dishonest and have tricked people out of a lot of money. I would never agree to a $45 a month membership. I usually do my own research on the internet. I am a 66 yrs old woman and on a fixed income. I can not afford this!

  

  Business Response

  Date: 06/21/2024

  Hello ******,
  
  We apologize for the inconvenience you encountered with JustAnswer.
  
  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 *********************
  
  

  Customer Answer

  Date: 06/21/2024

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

• Initial Complaint

  Date:06/20/2024

  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 used justanswers.com. It said for just $1 they could answer the question I had. So, I spent the $1. It then asked if I wanted to sign up for the monthly membership, I clicked no as I obviously wouldn't need it. I've been being charged since January and have currently paid $300. I didn't know they were even taking money out. I canceled the subscription that I didn't even consent to in the first place.

  

  Business Response

  Date: 06/20/2024

  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. JustAnswer is a members only site. Questions can't be posted without agreeing to the membership.  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 three membership fees. 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:06/20/2024

  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.

  justanswer harasses me and my exgirlfriend in ****** by harassing me and her (for using her legal name) my exgirlfriend and i used to live in an apartment complex where some items went missing and someone has engaged in stalking and harassing her 15 years later about something from many years ago and it involves someone who used to call my job and harass me about bills (harassment from a creditor slandering peoples names) some creditor or bank is harassing me and my ex girlfriend with fake just answer questions

  

  Business Response

  Date: 06/20/2024

  Hello *******,

  I'm sorry to hear that someone violated your privacy like that.

  Would you please reach out through my contact information so my team can find what you're seeing and make your information private?

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