Complaints

This profile includes complaints for JustAnswer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

JustAnswer has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/15/2024

  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.

  I started a chat with JustAnswer without having an account yesterday. The AI assistant said that in order for me to be connected with an expert it would be $1. I understood that the monthly charge after the trial would be $28. The JustAnswer chat made it seem like I would be connected to a chat with an expert for that $1. I feel misled as a consumer to have been charged an additional $28 for asking a question but that was not communicated in the moment.

  

  Business Response

  Date: 06/16/2024

  Hello *******, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I hope your day is going well. 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 *******************

  Customer Answer

  Date: 06/16/2024

  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:06/15/2024

  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.

  I was diverted to JustAnswer from Amazon on June 15, 2024. Like many others, I paid 1 dollar assuming I would receive help with my Amazon order. I was diverted to a specialist regarding my question but did not connect with an expert. I have not received any information regarding an activated account. I absolutely DO NOT want to subscribe but, I cant find a customer service site to ensure this has not occurred. I am requesting assistance to ensure that I am not charged as so many others have been.

  

  Business Response

  Date: 06/16/2024

  Hello ******, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
   
  I understand where the confusion is coming from. I would love to share more about the service that JustAnswer offers. 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. 
  
  Upon review of your account, you were not able to post your question. Additionally, your join fee has been refunded from your end on 6/15/2024. 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. You are not under our membership since our system failed to collect the payment for this. 
  
  Please let me know if there is anything else I may assist you with and I would be happy to help.
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************

  Customer Answer

  Date: 06/20/2024

  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:06/15/2024

  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.

  They were advertising That the service would cost five dollars to answer illegal question they charge my card $51 and I did not give permission. The app conveniently stopped working as soon as they collected my money and they never provided any service

  

  Business Response

  Date: 06/16/2024

  Hello ******, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I 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: 
  
  *************************************
  
  Upon review of your account, your membership payment was already canceled on 6/15/2024. 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:06/15/2024

  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 15, 2024 at about 12:15pm (MST) I was on the Just Answer web site and agreed to a $5.00 charge to have a question answered. I did not see any information about a membership fee beyond the $5.00. At 12:21pm (MST) I received an email from JustAnswer ***************************************************** informing me that I joined their organization and that I was "charged the one-time $5 join fee and the $47 membership fee (Order ID *************. I looked at my bank account and saw both charges there. I called JustAnswer customer service to tell them I did not agree to $47. I spoke with *******. ******* cancelled my membership but said I was still being charged for the total of $52.00. I told her this was unacceptable and I wanted to speak to a supervisor. She would not connect me to a supervisor. My phone call with her occurred at 12:25pm (MST). I did not receive a refund and I did not even receive an answer to my question. The website promised to connect me to a mechanic who could answer my question.

  

  Business Response

  Date: 06/15/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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: 06/16/2024

  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:06/15/2024

  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.

  My whirlpool dishwasher quit working at 1 year 1 month. I wanted to know if it was still under warranty. I googled whirlpool customer services and ended up with this group and you can clearly see they represented themselves as Whirlpool support. The chat shows they had the opportunity to explain their services to me. They did not. Additionally, I did not agree to their services. They have a predatory business practice.

  

  Business Response

  Date: 06/15/2024

  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, I have processed a cancelation of your charges. The funds are made available to your bank the following business day 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:06/15/2024

  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.

  The chat bot told me the cost would be $5 and the PayPal amount being approved was blurred. The actual amount was $52 with a recurring $47 monthly charge. I was totally mislead and want a full refund.

  

  Business Response

  Date: 06/15/2024

  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. 
   
  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. Since you used PayPal, 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 membership payment. This is showing as 'voided'or '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. Moving forward, you will not receive any recurring charges.  
  
  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 *******************
  
  

• Initial Complaint

  Date:06/15/2024

  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.

  I was trying to get help on something from Sirius XM and their website recommended me to ask a question for a dollar and redirected me to just answer. I asked a question which I never did get a correct answer and then said that I was subscribed to just answer for $46 which I was charged. I did not want to subscribe into my knowledge never was asked if I wanted to subscribe. I want my money refunded can't find a phone number to call anywhere at this company all you do is chat to people online. I believe personally it's not even people it's just robots and AI

  

  Business Response

  Date: 06/17/2024

  Hello ********,

  I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site.
  
  Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership.

  We have turned off your membership so no recurring charges will appear moving forward. Please reach out if you need further assistance.

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

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21854699
  
  I am rejecting this response because: I believe you are a fraudulent tricky business and I want my $46 back
  
  Sincerely,
  
  ******** Blue

  

  Business Response

  Date: 06/18/2024

  Hello ********,

  Your membership fee has been refunded. If you require further assistance, please don't hesitate to contact us.

  Best,
  *****, 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.
  
  Sincerely,
  
  ******** Blue

• Initial Complaint

  Date:06/14/2024

  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.

  Went to just answers and was told it was 5 dollars when I looked I was charged ***** So I contacted just answers for a refund was told I would receive an email and text verification that never came .So I called and then was told I could cancel but no refund would be given and very rudely at that.

  

  Business Response

  Date: 06/15/2024

  Hello ***, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  We sincerely apologize for the rude treatment you've experienced from one of our ************* agents. This is definitely not the kind of situation we would like to create for you. 
  
  Moreover, when you submitted your question on JustAnswer, along with your email address, the site recognized that you previously used our service on May 3, 2020. When you returned to the site on June 8, 2024 to ask a new question the site would have shown you a Welcome Back message, along with the cost of posting a new question using membership benefits.    
  
  The monthly membership payment allows you to ask unlimited questions in over 100 categories for 30 days.  Renewal of the membership can be cancelled at any time.  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis.  For example, the price of the question you posted has a value of $26.   
  
  Here's a list of over 100 categories that are covered by the membership program where you have all kinds of verified Experts at your fingertips:    
  **********************************************************************************;  
  
  We hope in the future that you will avail yourself of the service and see how convenient it is to be able to contact verified doctors, veterinarians, lawyers, accountants, mechanics, and a wide variety of repair people such as computer techs, appliance techs, electronics tech, etc.      
  
  As a courtesy, your $34 payment has been refunded for you.  The funds are made available to the 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.  
  
  Moving forward, you will not see any recurring membership charges.  If you would like to reactivate your membership in the future, please send your request to our customer support team at ************************************************************. 
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance.  
  
  
  Kind regards,
  
  Violet
  JustAnswer *************
  ************************************************************* or *******************
  
  

• Initial Complaint

  Date:06/14/2024

  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 the chat, the representative stated that I could have a question answered for $1, then I was charged $40.

  

  Business Response

  Date: 06/15/2024

  Hello, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I hope your day is going well. 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 *******************

  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:06/14/2024

  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.

  I was trying to get an answer about a kitchen aid hand held blender. I paid $5 to ask a question. They billed me $47 membership fee. I sent the following message to the company:Will my credit card be credited back?I was charged a $48 membership fee.I did not sign up for a membership!I thought I paid a one time $5 fee to ask a question.Please remove my membership and credit my credit card.*********************** I received this response:Re: [#*******]Re: Following up on your Small Appliance question Hello,Thank you for reaching out to us at JustAnswer.I certainly understand your concerns regarding the charges associated with your account, and Im happy to help clarify this for you. JustAnswer is a membership-only service, and new visitors to our site are offered a monthly membership, which provides them access to Experts from a wide variety of categories. Customers are charged an initial join fee as well as a membership fee at the time they post their first question and are charged a membership fee each month unless the membership is canceled.The cost of the monthly membership was displayed on the same page where you entered your billing information, just before you posted your question. This link shows an example of the membership offer displayed during the posting process: View Membership Offer Example. There is no obligation to continue your membership, and you can cancel at any time.Ive reviewed your account, and unfortunately, you are not eligible for a refund of your membership charge. To learn more about our policy, please visit our Terms of Service.While I cannot process a refund of your membership charge, I can assure you that your membership was canceled on 06/14/2024. Moving forward, you will not see any recurring charges.If there is anything else we may assist you with, please feel free to respond to this email, and well be glad to help.Sincerely,*************************** Vice President of *************

  

  Business Response

  Date: 06/14/2024

  Hello *****,

  Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: *************************************

  I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

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

  Customer Answer

  Date: 06/15/2024

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