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:06/12/2024

  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 thought I paid $1 for a question to MECHANIC JUSTANSWER 6/28/22. I was unable (a host of medical/age issues) to check my credit card statements and just learned that they have charged me $816 (34/month). They have agreed to cancel and refund 3 payments. The credit card company said they cannot help. What can I do?

  

  Business Response

  Date: 06/13/2024

  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: *************************************
  
  We've refunded the other membership 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: 21838844
  
  I am rejecting this response because:

  I was tricked into signing up for a continuing subscription.  There are a huge number of similar cases of people on the internet who fell for the $1 or $2 ask a question and then start getting charged.  There should have been an email or text alerting me I was getting the continuing charges.  My health situation prevented me from keeping track of my credit card statements otherwise I would have taken care of this long ago.  Again $816 for one question.  From the other complaints I have seen, this company should not be permitted to do business.   I expect a full refund.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/13/2024

  Hello ****,

  I apologize for the frustration.

  Thank you for reaching out to us regarding your concern. Our standard policy allows us to process refunds for charges made within the last 30 days. However, in an effort to accommodate our valued customers, we have made an exception and issued refunds for charges made within the past year.

  Unfortunately, our system is configured to disable the refund feature for any charges that are older than one year. As a result, we are unable to process any additional refunds for charges beyond this time frame.

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

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21838844
  
  I am rejecting this response because: saying "our system is configured to disable the refund feature for any charges that are older than one year" is ridiculous.  If they can issue payments to their employees, they can certainly issue the full refund payment to me, the wronged person.  They may just have to call it a payment and not a refund. 
  

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

• 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.

  On June 11th my portable AC unit was giving me an error. I searched everywhere for my manual and online as well and justanswer.com was one of the first options I came across. I spoke to an AI “agent” that would set me up with a technician, but I had to pay $5 to speak to the technician. After sending a few messages to a tech including the error message, he told me to unplug the unit for 5 minutes. Did that didn’t work, messaged him back and he never responded which is when I got a message saying they were gonna find me a new tech. Didn’t hear back for over 30 mins and by that time I found my answer on my own. I was told it would be $5 to speak to a tech who never actually helped me. Then I was charged $28.

  

  Business Response

  Date: 06/12/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and we’re sorry that it didn’t work out. As requested, your payment  has been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  
  Angela, JA 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. I think people should be warned of their scam like business. I’m only satisfied because they are refunding the money they stole.
  
  
  
  Sincerely,
  
  
  
  Hillary A*****

• Initial Complaint

  Date:06/12/2024

  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.

  Date occurred: June 11, 2024. JUSTANSWER.com relies on the trust of people who, F***T, still think they are talking to an *** agent (I opened a slyly-written "Sponsored Site" on ****** without realizing it was not the official *** Site). SECOND, the site is written so that OMISSION of information is key to their breaking the trust that THEY first initiate: They will connect you with a professional to answer your question BUT F***T, charge $5.00 via credit card saying "don't worry, your $5 is completely refundable." It is a "hook" to gain trust, then they slip in (in my case) another $55.00 to "become a member" that I had no idea I was signing up for. I complained, and was referred to a page with their small print legalese about why they can keep your money. GOTCHA! BTW, they did answer my question with completely generic suggestions that I had already done. And their "professional" did not read my question--which was about the *** itself. Then I said "what membership?" But the omission is that the $55.00 is not refundable and they do not say so (except on a small-print legalese page). So then you get a slippery note: they cancelled my membership and won't charge me AGAIN. Again? So they plan to keep my "membership" for the month? . . . that I was unaware of by design having read "Don't worry, fully refundable"? OUTCOME? I want my account credited back $60.00. Also, the "small print" legalese is just another part of their gotcha scam. My guess is that they make their money by "statistical sifting" . . . refunding those who loudly complain, and keeping $$ from those who give up. MORE SLEAZE.JustAnswer is a cancer on the business community. Regardless of legalese, they practice a consistent breach of trust while actively initiating that trust via schmooze then selective omissions. (Others on the BBB site say the same.) Also, JustAnswer has an interface on ****** for BBB where they "edit" comments. How many think they are at a BBB site? MORE SLEAZE

  

  Business Response

  Date: 06/12/2024

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

  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: 06/13/2024

  While I am glad to be refunded my $60.00, the company ignored my more substantial complaint: the presentation which uses a classic "bait and switch" method. In brief, the company representative wrote to me that they ensure ". . . that our customers have a clear understanding of our membership terms and pricing."  BUT NOT BEFORE YOU USE BAIT AND SWITCH TACTICS TO GET credit card numbers, charge more MONEY ($55.00) than is "clearly" implied in your presentation: ($5:00) from those who YOU KNOW would not pay for such services if you were really "clear." 

  First, the company interfaces on ****** between the *** and the customer "sounding" like the *** site (They also interface with the BBB and "edit" responses/complaints.)  I "bit," and so I thought I was talking with legitimate *** people in the beginning, at least. I wrote my question. 

  THE BAIT:  they needed $5.00: "Don't worry, it's completely refundable." THE SWITCH: The "trust me" refund text is separated off in a red-lined box from their real intent. So I give them my credit card number thinking "it's only $5.00," and, voila, I have somehow "agreed to sign up for" their program, and they charge me another $55.00 for the first month--already gone through on my card. OH, my fault! I didn't read the other stuff that had nothing to do with my question.

  THE DIVERSION: "be patient, a professional will be right with you to answer your question."  The answer is quick but generic and does not reflect my question about the *** itself. I try to back out, realizing I have been "had," so they cancel me from the program (wow!), but do not answer my further question about getting the whole amount refunded ($60.00)--somehow that got lost--I asked at least twice, and got "run around" obscure answers. They are just doing what I signed up for and what was explained in the fine print legalese on the other page (which I did not read as I was attending to the Q&A. OUTCOME: they are released from their responsibility to refund but, in my view, NOT from the charge of using bait-and-switch, slithery, shameful, and predatory business practices. 

  Others on the BBB site had similar experiences with this company but with different $$. My guess is they use a "statistical sifting" process where they do finally refund those who really do complain (like me and some others) and keep the money from those who just give up. They treat the law like it's their jungle gym. But also, I wonder how many people get on their interface with the BBB itself, by mistake like me because of its slippery similarity to the real BBB link, and have their complaints disappear down their "edit" hole.

  

  Business Response

  Date: 06/13/2024

  Hello *********,

  I apologize for the frustration.

  I understand your concerns but we do present the pricing our customers will incur on the page where you input your payment information. It would have been similar to this: ************************************* You can read more about it here on our Terms of Service page which is also linked to the payment page: ************************************************************

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

• 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 have paid at a minimum $74.00 over two months
  I thought that it was an answer to one question for $5, and instead have been hijacked into this "membership".
  There is NO simply cancel anytime as was advertised because you can't track down where to do so.
  Somehow from their site, I ended up another page that wants to charge me an additional $37.00 to cancel AFTER I give THEM all my private bank info. This is not good, open, honest business practice.

  

  Business Response

  Date: 06/12/2024

  Hello Deborah,

  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: https:/******************************

  I have refunded two membership charges and verified that your membership has been turned off. Please let us know if we can assist you further.

  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,
  
  
  
  Deborah W********

• 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 was told that JustAnswer would answer a question about setting up my NetGear router and the charge would be $1 to my credit card. This occurred on/around May 14, 2024. Subsequently, my Credit Card posted on May 14, 2024 a charge of $1 along with an additional, unexpected posted charge of $46 to my credit card both made by JustAnswer. And more recently (June 10, 2024) I see that an additional charge is pending of $46 to be posted to my credit card. I had agreed to the $1 charge but not the $46 charge posted May 14 or the $46 charge pending June 10. I understand this company (JustAnswer) has been involved in such practices and based on my experience continues to be involved in what I believe continue to be deceptive business practice. I believe JustAnswer owes be $96 (the two $46 charges) and should no longer bill me any ongoing monthly charges which I do not want or wish to have billed to me by JustAnswer. I agreed to a payment of $1. JustAnswer owes me $46 from my May 14 credit card posting and $46 on pending posting of June 10.

  

  Business Response

  Date: 06/12/2024

  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 fees have 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: 06/13/2024

  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:06/11/2024

  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 believe I remember back in March asking one question with a few dollars charge and now nothing my account was charged nearly $50. This is ridiculous as no where do I recall seeing a monthly charge or received any follow up information that my account would be charged again. I need to know how to remedy this.

  

  Business Response

  Date: 06/12/2024

  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:06/11/2024

  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 reached out to justanswer concerned about a rash on my cat. The company utilizes a chat bot which informed me there would be a $5 fee to speak with a vet. After speaking with the vet, I discovered I was charged an additional $30 and wasn't worried. A month later I was charged an additional $35 and found out that this is a subscription based service which was not advertised to me initially. It was not until I searched the company website that I discovered it was a subscription and I promptly canceled but was denied a refund. This seems to be a predatory tactic to get worried or concerned individuals locked into a subscription service without their express knowledge.

  

  Business Response

  Date: 06/12/2024

  Hello ******,
  
  We're eager 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 *********************
  
  

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the company provided a refund, and I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/11/2024

  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.

  My date of transation was 6/9/2024 I was having an issue with amazon prime firestick. I was on the Amazon web site asking for support because I had forgotten my password. A screen popped up on my computer asking for a payment of $1.00 totaly refundable once you fill out the form. I gave them my credit card information and pressed the enter button. A terms of conditions came up, I started to read until it came to the monthy fee, well at that time i was not going to continue. I back out of the terms and condition and I did not have a chance to decline this membership. When this happen a tech can on asking how he could help, I told him that I did not sign up for this membership and had asked to cancel. He said he was only Tech support and was not able to help me. At that time he said I see you inital question was for password recovery, this question was on the $1.00 form.I have asked JustAnwser cutomer service to please refund my amount I had paid. They are telling me I do not qualify. I am asking BBB to look into this matter and help me recover my amount paid.Regard.********************************

  

  Business Response

  Date: 06/12/2024

  Hello ********,
  
  Let me process your request.
  
  I've refunded your payment. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 8, 2024 I was directed to Justanswer through an inquiry to ** when I had a question about my new ** dryer. The site said it would be a refundable $5.00 fee to speak to a tech. I did speak with a tech but ultimately he could not resolve my issue. The next day I noticed my credit card was charged $35. I sent an inquiry to Justanswer who told me I was being charged for a monthly membership. Nowhere on their initial page did I see anything obvious about a membership or monthly fee. I asked to cancel which they quickly did. When I asked when to expect the refund they basically told me I was at fault because I did not read the fine print (my interpretation) and directed me to an example of their initial page which was not at all like the one that I saw and used. This companys lack of transparency is misleading customers and feel I should get the entire refund especially since I was apparently enrolled for just over 24 hours.

  

  Business Response

  Date: 06/11/2024

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payment  has been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 06/12/2024

  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:06/11/2024

  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 was preparing to order an item on Athleta.com and had a question about the price. It was on Sunday, June 8, 2024. I decided instead of calling, I would use their Chat option. When I did, I asked the question and an answer popped up that they were looking into the answer. That it would take a while because people were ahead of me. I stayed on, thinking it was an Athleta agent. It obviously was not. They continued to say there was a wait but they would charge me $1, completely refundable after the process was complete. They said they knew my question and were working on it. It was definitely not a question about anything they could have answered. I stupidly stayed on the Chat. After they kept coming back that they were working on it, I FINALLY realized it was a scam and left the chat. I looked at my cc account and it had a pending for the $1 and the $45. There was never any indication they would charge me $45. They fraudulently pretended they were the Athleta Chat people; they said the would charge me $1 and immediately refund it. And they charged me $45 for no answer or agreement on my part. I reported to my bank to change my credit card but they said since I gave JustAnswer my cc number, I may bot be able to get a refund. Please help me. I am 82 years old and don;'t have $45 to throw away. I was dumb but the whole scam is hard to see through until it's too late. I will report to the Attorney general and *** if necessary. Thanks for any help in retrieving my money. ***********************************,

  

  Business Response

  Date: 06/11/2024

  Hello *******,
  
  I hope this message finds you well. We want to clarify that we are not Athleta, but it seems you may have seen an advertisement regarding our services on JustAnswer, where we specialize in answering all sorts of questions.
  
  We understand there may have been confusion, and as a gesture of goodwill, we have processed a refund for you. Your satisfaction is important to us, and we appreciate your understanding.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. Thank you for your understanding.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 06/12/2024

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