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:06/13/2024

  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.

  I was looking for a prescription for my dog. I ask them if they give prescription for a yeast infection and they say put your credit card and some one will help you. They took $5 and then $39 to tell me that they don't give prescriptions and to go somewhere else.SCAM

  

  Business Response

  Date: 06/13/2024

  Hello *********,

  I apologize for the frustration.

  I have refunded the 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:06/13/2024

  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 contacted Just Ask Lawyer to ask a mortgage company question. That was $5. The lawyer couldn't answer my question but emailed an outline of how to make a complaint. The outline wasn't relevant to my problem. They opened an account anyway and have been charging me ever since. It's been $109 so far. They provided no useful service to me.

  

  Business Response

  Date: 06/13/2024

  Hello Michael,

  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: *************************************

  Your membership fees have been refunded, and I have confirmed that your membership has been deactivated. If you didn't get the help you needed and need a refund for the bonus you offered to your Expert, please reach out through my contact information. If you require further assistance, please don't hesitate to contact me.

  Best,
  Julie, JustAnswer Customer Care
  ********************** ** ************ ******
  

  Customer Answer

  Date: 06/13/2024

  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,
  
  
  
  Michael B******

• Initial Complaint

  Date:06/12/2024

  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 am a victim of the same scam by JustAnswer as happened to another of your customers on June 5, 2024. For convenience of reference, that customer's complaint is set forth below. The only difference is that I was charged $55 fee and he/she was charged some $40 plus. Please help."On 6-5-2024 at approximately 2:45pm I went to the Just Answer website to ask a question regarding prescriptions before I took 2 additional supplements. The screen shows a $1 charge to participate in this. It did not say anything about a monthly charge. I was then charged the $1 plus $43, signing me up for a monthly membership. I did not authorize this charge and I was told it would not be refunded. This is a complete scam. Do not put in your credit card information or they will continue to charge you."

  

  Business Response

  Date: 06/13/2024

  Hello ******,
  
  We're committed to sorting this out for you. 
  
  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: 06/16/2024

  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:06/12/2024

  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.

  In Mar of 2024 on website Lawyer.JustAnswer.com it was advertised to ask a question for $5. I asked my question, and got an answer. I thought I would pay $5 as it had been advertised as a $5 one time charge. Then on credit card statement I get a $49 monthly membership fee in March, April and May. I did not see membership terms on the page when I asked the question, in looking back this membership was only mentioned in fine print. I finally got thru to talk with them, they said they would cancel membership. I forgot to ask when I would get my credit for the 3 monthly fees that had been charged, and when I called back to find out, I only could get a message that my account had been cancelled and the confirmation number. I have no way to contact them to get this refund because they won't answer. I feel this is taking advantage of an eighty plus year old senior citizen, this is a very poor business practice.

  

  Business Response

  Date: 06/13/2024

  Hello ******,
  
  Thank you for informing us. We'd like to process your request. 
  
  We've refunded your payments. 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: 06/13/2024

   
  Complaint: 21841372
  
  I am rejecting this response because:
  Their ad said $5. When I contacted them, explained my problem. They replied with , no legal action needed. I thought that was the end, but they continued billing and I sent them $152. I just got another bill, and I was able to talk to them and stop that bill and got a confirmation number that they will not bill me again. I want $147 back. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/13/2024

  Hello ******,

  Thank you for your reply.

  Are you seeing new charges from JustAnswer? Or are you seeing the refunds that we've issued? If you are seeing new charges. Please reach out through my contact information so my team can find any other accounts you might have and we can make this right for you.

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

• Initial Complaint

  Date:06/12/2024

  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.

  on 6/11/2024 I decided get a membership at Just answer.com on line, on their website they say I be charge $ 1, then $ 55 a month. Today 6/12/2024 my problem was resolved, so I cancel my membership. I put one question on line and got one question from lawyer. My credit card was charged $1 then $ 55 for 1 month membership, which I canceled after 1 day. That is VERY high price. I called the company, they don't want to refund me $55. This is not right.

  

  Business Response

  Date: 06/13/2024

  Hello ****,
  
   would like to resolve this for you. 
  
  I've cancelled the charge. 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:06/12/2024

  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 want my money back

  

  Business Response

  Date: 06/13/2024

  Hello *********,
  
  Thank you for reaching out to us. 
  
  In reviewing your account, I see that you accepted our monthly membership offer when you posted a Legal 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:06/12/2024

  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 6/12/24 i opted in to ask a question and as advertised it said i would only be charged $5. They then charged me $5 and $33 for a membership. They said it was refundable but then would not refund me for their mistake. It never said id be charged the membership fee up front just the $5 fee. If you go back and start over the fees actually change and I have screenshots. If you call them out they delete everything.

  

  Business Response

  Date: 06/13/2024

  Hello Erica,
  
  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,
  Vanessa
  JustAnswer Customer Care
  ************************ or ************** *** **
  
  

  Customer Answer

  Date: 06/13/2024

  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,
  
  
  
  Erica H***

• Initial Complaint

  Date:06/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that it would be $5 to post a question to a lawyer regarding parenting time. I did not see anywhere that I was also signing up for a $60/month membership otherwise I would not have continued. This is a shady business practice.

  

  Business Response

  Date: 06/13/2024

  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:06/12/2024

  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.

  I went onto the just answer website yesterday June 11, 2024 in search of answers for a sick dog which they prompted me to pay five dollars for a trial to their services. I put in my information to do the five dollars and got my answer. The site was very hard for me to navigate so I canceled my subscription within the trial. I check my account today, June 12 and there is a charge for $35 on my account instead of five dollars. When I called to get the money refunded and taken care of, they informed me that there was an old account from three years ago and said that they cannot refund me or do anything for me. I never opened an account three years ago. This was my first time to the site and got a little upset with them telling them that they owed me that money back they are refusing to look into the old account being opened fraudulently and are refusing to refund me my money and my overdraft fees as it did throw me negative in my bank account .

  

  Business Response

  Date: 06/13/2024

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

  Customer Answer

  Date: 06/13/2024

  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:06/12/2024

  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 in a hurry this morning to find out something about talking to a human at *** about a package delivery date problem. Talking to *** proved impossible. But along the way I saw and acted on an offer to pay $1, refundable, for an answer about talking to ***. I ended up spending perhaps 5 minutes talking to a nice but poorly informed man he was no expert. When I looked afterward at my online banking, I saw that JustAnswer.com had charged my debit card for $1 plus $46 more for a membership. I had not been clearly aware that I was getting a $46 membership. Initially, the company was willing to cancel my membership but was going to hang onto that $46 extra. I told them my next newspaper column (I write for a paper in ********) would likely be a Consumer Beware column about them. Just now, as I am keying this into your system, I received text messages to the effect I am receiving a refund of at least the $46. Still, I think you should know about this nonsense.

  

  Business Response

  Date: 06/13/2024

  Hello ******,
  
  I'm glad to assist you.
  
  In checking your account, I see that **************** already cancelled your membership and payment on 6/12/2024. 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 *********************