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:06/14/2024

  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.

  I was offered to ask a question for $1.00 and was enrolled in a subscription and charged and additional $33.00. I did not authorize the $33.00. Very misleading. I would like to be refunded the $33.00 that was not authorized.

  

  Business Response

  Date: 06/14/2024

  Hello *********,

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

• 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.

  This is in reference to the online company called Just Answer. I asked one question on June 6th and thought they would charge me $1 for a trial period but instead, I was charged $55 on June 10th for a membership. I saw this when I got my statement from the credit card company. I did find out it was a membership company after I saw the charges so I then immediately cancelled my membership. I thought you at least got a trial period to see if this was a good fit and I found out it was not for me. This is very bad business practice. I called about reversing the charges but was told nothing could be done.

  

  Business Response

  Date: 06/14/2024

  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. 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 the membership charge and verified that your membership has been turned off. Please let us know if we can assist you further.
  

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

• 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.

  The amount of money I paid. I did not approve of joining a membership. I asked ONE question.

  

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

• Initial Complaint

  Date:06/14/2024

  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 directed to this site by a ****** search to answer a IT question because my phone was hacked. It was clearly stated to me that I would be charged $1 that was fully refundable. After I was connected to the professional to answer my question I was charged an additional $45.00 for a membership that I did not sign up for. The $1 was refunded after I complained but the$45.00 charge is still there.

  

  Business Response

  Date: 06/14/2024

  Hello ******,

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

• 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.

  Just Ask is a terrible and shady company, they charged me malicious for a service I did not consent to. It is clearly stated in fine print that there is ONLY a $5 membership fee for legal advice, and yet they charged me for their $60 phone service I INTENTIONALLY declined 100%. The customer service was abysmal and the representatives were barely understandable and very difficult. I requested compensation on top of my refund for the severe inconvenience but was met with a slap to the face. I expect an apology.

  

  Business Response

  Date: 06/14/2024

  Hello *******,
  
  We apologize for the inconvenience you encountered with JustAnswer.
  
  This is to confirm that your payment has been cancelled on 6/14/2024. 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 *********************
  
  

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21849192
  
  I am rejecting this response because:

       The service representative I dealt with, withheld the truth and stated that the $60 service fee was not refundable. I called again and they proceeded to tell me it is refundable, but it takes 3-5 business days.
  
       This was extremely inconvenient and voided a purchase I was in the middle of making. I called a third time and was met with a robot telling me the money had been refunded, yet the charge appeared as a rushed and unprofessional "ATM credit."
  

       This matter took over a hour to resolve and resulted in mental and physical distress. I expect an apology and to be justly compensated for the severe inconvenience and incompetence of the business.
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/14/2024

  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 Criminal Law question on the site. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************

  As a courtesy, we 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:06/13/2024

  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.

  June 13, 2024, I agreed to pay JustAnswer.com $5 to ask one legal question. They somehow signed me up for a subscription that costs $60 and renews monthly. I never agreed to pay $60, only the $5, and I did not even get to ask my question. I have been told in an email that I have successfully canceled the subscription, but they also sent me an email saying that Im liable to pay the $60 every month unless I cancel. When I tried to get support from their website, the site crashed and I couldnt get it to load again. Thanks for your help.

  

  Business Response

  Date: 06/14/2024

  Hello *******,
  
  I'm ready to help. 
  
  Upon checking your account, **************** already cancelled your payment on 6/14/2024. You will not receive an actual refund or credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off, usually within 3-5 business days, and it'll be as if the transaction never occurred.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/13/2024

  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 JustAnswer on may 13th for a medical emergency I thought I might be having based off an ad saying talk to a nurse starting at like a $1 or something I clicked on it and typed in the chat. So I chatted and asked my questions. It sent me to the full chat window immediately when they decided to find a doctor they then had me put my payment info in. No where in that window did it say anything about a subscription on it. Nor did I receive any information on that subscription. Just that I could reach out anytime. I was charged twice on that occasion once for five dollars then for $46. I was then charged again today for another $46. I reached out to customer service after canceling my subscription asking for a refund and they had a very lengthy reason as to why they could not. They said that while I was putting in my billing information, there had been a banner at the top and they showed me an example that is just not what I experienced, I want my money back because I will not be using their business that was falsely advertised to me.

  

  Business Response

  Date: 06/14/2024

  Hello *******,
  
  I would like to address this issue for you.
  
  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 *********************
  
  

• Initial Complaint

  Date:06/13/2024

  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.

  06-13-2024

  

  Business Response

  Date: 06/14/2024

  Hello *******,
  
  Thank you for reaching out to us. 
  
  In reviewing your account, I see that you accepted our monthly membership offer when you posted your question on our site. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:
  
  *************************************
  
  Although your payment is not eligible for a refund under our terms of service, as a courtesy to you, 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 *********************
  
  

• Initial Complaint

  Date:06/13/2024

  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.

  On 6/13/24, I typed in a question on just answer's website. i was taken to a page to pay a 5 dollar fee, or so I thought, to get an answer. I went to cancel my account because that is the only question i had, and saw with horror that i was also charged an additional 60 dollar membership fee that i did not agree to. They responded by telling me the question that i asked prior to payment disqualified me to a refund. A customer care rep emailed me and showed me 'proof' they were clear about the charge. the proof was a three year old screen shot. ************************************* They don't give people an option to ask a question and opt out or choose not to gt a membership, and they certainly aren't clear enough of the charge for that membership. Most people have a simple, one time question and don't need all that. I checked online and I'm apparently not the only person who has been unwillingly roped into this ridiculous and charge. I don't mind paying the 5 dollars, because I fully agreed to that. I did not fully agree to 65. I would not pay that much for an answer to one question and no immediate plans to ever use it again. Since they are not clear enough about this charge, I asked before I paid, and they don't give people an option to not get a membership, I would like my 60 dollars back.

  

  Business Response

  Date: 06/14/2024

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

• Initial Complaint

  Date:06/13/2024

  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.

  The business purports to charge a one-time $5 fee, but in fact charges an additional $60 monthly membership fee at the same time. The membership fee is concealed and then displayed in a purposely deceptive manner to appear optional as you are attempting to make the $5 payment. They then steadfastly refuse to refund the membership and insist it will renew each month unless you cancel it. I spoke to 2 chat agents that are clearly well-versed in this scam. Deeply frustrating and unethical. ************************************** is a scam business.

  

  Business Response

  Date: 06/14/2024

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