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:06/16/2024

  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.

  Okay I just wanted to file this so no it doesn't happen to anybody else I'm trying to find my cat medical Care my cat has an emergency so I'm with just answer online maybe a vet could call me back they asked me on a secure page to pay $5 so okay I want a vet to call me so I go to make the payment now I went through identity theft so my bank always text me did you make this charge and it was for $42 they tried to charge my account $42 when the page clearly said just a $5 payment nothing else that is fevery I mean you don't say this is a $5 payment and then go into somebody's account and take $42 out I mean that is absolutely absurd I mean I'm trying my cat has in a medical emergency and I'm thinking I'm just paying $5 to talk to vet and they go in there to take $42 out they should not be allowed to get away with that just answer that's the name of the company

  

  Business Response

  Date: 06/17/2024

  Hello ********,
  
  We apologize for any confusion regarding the membership offer.
  
  Rest assured that you were not charged and no membership was established. If you have further questions regarding our service, feel free to reach out to us and we'll be glad to help.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/16/2024

  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.

  Hello! I signed up to ask a question from an attorney. I wasnt too satisfied with the response however I thought I was only charged $5. They charged a membership fee of $43. I requested a refund and was basically given the run around. Now Ive cancelled my membership and I would like the refund back.

  

  Business Response

  Date: 06/17/2024

  Hello ******,
  
  We're here to help you out. 
  
  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:06/16/2024

  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 signed up for petdesk per my vet. I had an after hours emergency and needed to get a hold of my vet. I followed the procedure and used my discover csrd to pay $5 to send the mrssage. I received a message saying I needed to see my vet. Now ** signed up for a $35 recurring billing. I contacted just answer ask a pet they dont have me in their system. I want this charge stopped and my money returned!

  

  Business Response

  Date: 06/17/2024

  Hello ***,
  
  I would like to address this issue for you.
  
  I've cancelled your membership and 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 *********************
  
  

• Initial Complaint

  Date:06/16/2024

  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.

  Called just answer for a question on a streaming service. Was told there would be a charge of $1.00. They then proceed to charge my account $45.00 without approval. I want reimbursed at least the $44.00 overcharge

  

  Business Response

  Date: 06/17/2024

  Hello ******,
  
  Thank you for reaching out to us at JustAnswer.
  
  We couldn't locate an account 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: 06/17/2024

   
  Complaint: 21858071
  
  I am rejecting this response because: 

  The phone number used was

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

   

  

  Business Response

  Date: 06/18/2024

  Hello ******,

  Thank you for that additional information.

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************

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

  Customer Answer

  Date: 06/18/2024

  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:06/16/2024

  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 5/16/2024 I found JustAnswer website to ask a question regarding an antique coin. The website said it would cost $5 to answer my question, so I entered my payment information. I did receive a response to my question, but the company proceeded to sign me up for a monthly subscription and has so far charged $130 above the initial $5 fee (2 months x $65). Signing me up for a monthly subscription was not made clear and looking at most of the other BBB complaints I can see I'm not the only one that was "tricked" into a recurring automatic monthly payment", using the credit card information I provided.I am looking for a refund for the monthly charges, but not for the $5 I agreed to.

  

  Business Response

  Date: 06/17/2024

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

  Customer Answer

  Date: 06/17/2024

  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:06/16/2024

  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 paid my $ 5 charge for a question regarding a question on Instrument Appraisals on April 11th and the response was worthless, so I asked if I could speak to the "Expert" on the phone and they refused. Without my permission or request for further assistance I have been charged $ 65 a month for ****** May, and June. The waste of time for a worthless answer is only worsened by being further charged $ 195. Please refund / credit my Card for this amount.

  

  Business Response

  Date: 06/17/2024

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

• Initial Complaint

  Date:06/16/2024

  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.

  I paid to have one question answered, and now I am being charged $47 monthly. I never created account, so there is no way to login and cancel the "membership." There is no way to reach a human through the chat. Beware if you sign up to pay to have one question answered because you will be charged on a monthly basis with no way to cancel.

  

  Business Response

  Date: 06/17/2024

  Hello *******,
  
  Thank you for reaching out to us at JustAnswer.
  
  We couldn't locate an account 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 *********************
  
  

• Initial Complaint

  Date:06/16/2024

  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 June 6th, 2024, my 87 year old father asked a question online and was directed to "justanswer.com" where he would be charged $5 one time fee. He thought this was reasonable so he accepted. He just got his credit card statement and there is both the $5 fee and an additional charge of $39 that he did not authorize. If this was some sort of subscription, then he was unaware of this and again, did NOT authorize this. We feel this is not an ethical way of promoting their business and plan to call the bank and the company to dispute.

  

  Business Response

  Date: 06/17/2024

  Hello *******,
  
  Thank you for reaching out to us at JustAnswer.
  
  We couldn't locate an account 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: 06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I still want it known that I never intended to sign up for a subscription nor did I see where that was authorized by me. Be that as it may, I will accept their resolution, that is, to officially cancel this subscription, and will consider the $39 charge a ****** learned.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/16/2024

  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.

  Travelling away from the office and ran into technical problems with g email. Looked for help online and just answers was the first indicating it would solve my issues. Signed in accepting a $2 joining fee. What they dont indicate that is buried in their terms and conditions is that hit your credit card immediately with a $66 fee. Their suggested solutions to my problem were all boilerplate and if no help. They refused my refund request. I will never ever use or recommend this service

  

  Business Response

  Date: 06/16/2024

  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.  
  
  Moreover, 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, 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 *******************

  Customer Answer

  Date: 06/17/2024

  I am emailing you because neither of the two action choices - accept the response or reject the response - is appropriate at the moment. 
  
  The response from just answer says they reversed the $66 charge before it went on my credit card. That is not true. The charge is there. However in a separate email to me they say they have reversed the charge and I will see a credit. I am therefore waiting to see that credit. If it appears within the 5 days I will accept the response. If not I will reject it. 
  
  Either way it is important other people realize when they log into just answers that they are accepting not only the  $2 charge but also the $66 monthly charge which is hidden in their conditions and not obvious. 
  
  Furthermore their technical experts did not offer any solutions to the problem that I was having other than the obvious ones I had already tried. Without boring you with the details it has to do with ******s distributed architecture and ****** photos that appears to be the root of my issue - and that I researched and found out for myself. 
  
  Just answers needs to be more transparent up front on what they can do and their charging mechanisms. 
  
  And people need to be aware of this. 
  
  I will revert as soon as the credit comes through on my card. 
  
  Thank you BBB - you have been very helpful and I think your intervention is why I am to get the $66 back. 
  
  ***********************

  

  Business Response

  Date: 06/18/2024

  Hello *****,
  
  Thank you for your response and for providing feedback. We're truly sorry for any inconvenience.
  
  This is to confirm that we've already 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: 06/19/2024

  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.
  I appreciate just answers responding to my issues and cancelling the charge. 
  I urge Just Answers to make their charging policies transparent so that potential clients see exactly what they will be charged upfront on a monthly basis before clients sign up. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/16/2024

  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.

  Pet Vet section of website is a bait and switch scheme.

  

  Business Response

  Date: 06/16/2024

  Hello *****, 

  Thank you for sharing your JustAnswer experience via BBB. 
    
  I certainly understand the concerns you have regarding the charges associated with your account and Im happy to help clarify this for you.
  
  As a members-only service, we make every effort to display the terms and price of the service prominently on the payment page of our website. It is essential for customers to review and agree to these terms before they are enrolled. We strive to make this information as transparent as possible to avoid any confusion or unauthorized enrollments.
   
  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. This enables you to use our services whenever you need until the end of membership. As per checking, our system was not able to charge your account due to credit card failure. 
  
  If you have any concerns or inquiries feel free to ask, and we will be more than happy to guide you through it.  

  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************