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:04/25/2024

  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.

  In November, 2023 we were travelling through the U.S. with our5th wheel trailer and were having problems with the stove. Doing research on line we found "Just Answer". They didn't help us with our problem. We were charged $2 for the call. It has just come to our attention that for the last 6 mos. they've been charging our credit card $40/mo. for a "membership" that we didn't agree to. We have already put in a complaint with the BBB and "Just Answer" reimbursed us $40. What happened to the other $200 they fraudulently got from our credit card??? We are appalled that these sort of scams can and do happen, without anyone having to take accountability!!! Anyone reading this, please steer clear of this disreputable company!!!

  

  Business Response

  Date: 04/26/2024

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:04/25/2024

  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.

  Went on the website to ask a question. Posed the question, and asked what is the charge. I was told $5 and I would be directed to another page to complete payment. I did so and a short time later I received an email stating that I was charged $39 for a subscription. I contacted them by phone the next day and was told they would not reverse the charge.

  

  Business Response

  Date: 04/26/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 04/29/2024

  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:04/25/2024

  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.

  Just Answer deliberately and fraudulently told me I could ask a vet a question for $5 then charged me $40. It is a scam.

  

  Business Response

  Date: 04/26/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for the trouble this has caused you. There is no account associated with your email address or phone number. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist further. 
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:04/25/2024

  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 charged $136 instead of the $68 charge per month. The issue was on how to gain access to my email account. When I called about it the Manager treated me like a 2nd class citizen and refused to rebate the $68 to me. She was more interested in "ripping" me off for a simple solution that was needed.I am very disappointed in the company who initially I trusted to be ethical. By taking advantage of seniors like myself you will not make many long term clients.

  

  Business Response

  Date: 04/26/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:04/25/2024

  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.

  April 16/2024 ,an issue which deleted all my phone information,I contacted just ask web site,was told there was a $2 charge which I authorized, only getting a could or maybe answer,I checked my bank account and an additional $40 &$55.29 were taken out without authorization.i sent an email complaining as I only asked a question ,they responded with your membership has been canceled and your $40 will be refunded in 3-5 business days,so far nothing and in reconnecting them get same email response that membership has been canceled. I am retired and on a fixed budget,and just ask site is entrapment as site says nothing about membership.and nothing was said about 3rd withdrawal unauthorized for $55.29.worst thing is I had to resolve issue with phone myself,and will be contacting my bank to insure the do not help themselves to withdraw further funds.

  

  Business Response

  Date: 04/25/2024

  Hello ***,
  
  I'm happy to help with your concern.
  
  I've refunded your payment. The funds would have been made available to your bank/PayPal account the next business day; however, it may take 3-5 business days to release the funds back to your account depending on their policy.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:04/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/24/24, I was reviewing my credit card statements and noticed that I had three unexpected and unauthorized charges totaling $165 from justanswer.com. The charges were on 2/19, 3/19, and 4/21, each for $55.My credit card statement showed the charge as: Repairs.JustAnswer.com *********** CA. I called that number on 4/24/24. The person I talked to could not find an account in my name but was able to find the charges using a portion of my credit card number. He said that the charges were the monthly fees for my subscription. I said that I had never authorized a subscription and requested a refund, but the person I talked to said that was not possible. I was told they would cancel my subscription and that I would receive a text message and email to that effect. However, I have received neither.I did contact justanswer.com on 1/18/24 and authorized a onetime charge of $39.00 at that time. I received an email with a temporary password for an account, but I never used the temporary password to create the account. I never asked for and never authorized a subscription with a monthly charge.

  

  Business Response

  Date: 04/25/2024

  Hello *******,
  
  We'd like to resolve this for you ASAP. 
  
  We've refunded your membership payments. The funds would have been made available to your bank/PayPal account the next business day; however, it may take 3-5 business days to release the funds back to your account depending on their policy.
   
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 04/26/2024

  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.  Thank you very much.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/25/2024

  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 4/23/24 my phone was stolen. I went online to report this to ******* but ended up ""chatting" with JustAnswer instead. It initially appeared this company was working with ******* for customer support but when I asked the ********************** reps several times directly if they worked for or with ******* they refused to answer me. I ended the chat before an answer was delivered by their "expert" to my question but was charged a one-time one Euro "join fee" and a 45 Euro membership fee which I never agreed to. BTW, I was informed later by email that this membership fee automatically renewed each month unless I cancelled it online. I have since cancelled by Just Answer membership but the 45 Euro fee is still pending. I will be contesting this fee with my credit card company but will prefer it if JustAnswer will do the right thing and cancel this pending charge.

  

  Business Response

  Date: 04/25/2024

  Hello *******,
  
  We want to make things right 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 *********************

• Initial Complaint

  Date:04/24/2024

  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.

  Date of Transaction was April 17th or 19th, 2024. I was having problems with my Peacock Membership that I renewed and was double charged for it so I went online trying to get a hold of ************************ and thought I was talking to the right business when I seen this company said I would get charged $1.00 that would be refunded if I needed my question asked and for more information on what happened and why I was charged double fee for this Peacock Membership using 2 different emails. Well this Just Answer acted as they can help me and I was okay with paying this $1.00 for them to help me get the info I needed and they didn't even help me anyway, they just told me to call the ************************ which I thought I was talking to anyway. The next day I was looking at my online banking and noticed a few of $46.00 and $1.00 was pending in my checking acct. I called my bank and they said they can't do anything but dispute it when the pending transactions changes to being charged to my account. I checked my checking account in 3 more days and then the pending transactions disappeared. I looked today and see them charged to my Checking Account. When I called the Support/Just Answer, they told me i was charged a monthly membership fee and I told them I unsubscribed when I noticed o was charged for this and asked for a refund but they said the membership fee is no refundable and to read the fine print next time. I was furious as I didn't see anything when I asked my question about a Membership fee they will charge me for that was only the $1.00 I thought I was paying for. I hurried and erased the email from them and I only have my bank to verify they charged me these fees.

  

  Business Response

  Date: 04/25/2024

  Hello *****,
  
  We're here to help you out. 
  
  We've processed your request and refunded your payment. The funds would have been made available to your bank/PayPal account the next business day; however, it may take 3-5 business days to release the funds back to your account depending on their policy.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:04/24/2024

  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 April 8th 2024 I contacted what I thought was ********** corporate office regarding an incident where my daughter was fired (from **********). I had a few questions for them regarding the legality of her firing. I was asked if I wanted to speak to a lawyer via messaging regarding my inquiries. I was asked to pay a ("refundable") $5 fee and gladly accepted this and sent them my credit card information for this $5 fee, wheather refundable or not. I in no way agreed to the additional $46 fee they charged me for simultaneously as the agreed upon $5 fee. Apparently this $46 fee is a monthly subscription/membership fee to get questions answered all month long by lawyers, a service I did not need nor agree to pay for. Like I previously stated I was under the impression the $5 fee was to get my questions answered at that moment and that would be all I would be charged. I feel this company was deceitful from the very start considering I looked up "********** corporate office and how to dispute wrongful firing of employees" and was almost instantly connected to the Just Answer company, with no description of said company or terms of service put forth up front. I also feel this company is deceitful in their practices of offering answers for $5 (And saying it is refundable?) but failing to mention they are also going to charge you $46 and will continue to charge you $46 monthly unless you drop your membership. A membership that I did not want, need or agree to. All unsigned up for was to have a lawyer answer a couple of questions I had at that moment. I'm not disputing the $5 initial charge. I am disputing the $46 charge that I did not authorize. Thank you

  

  Business Response

  Date: 04/25/2024

  Hello ******,
  
  Thank you for reaching out to **. We apologize for any inconvenience.
  
  In checking your account, I see that **************** already refunded your payment on 4/24/2024. The funds would have been made available to your bank/PayPal account the next business day; however, it may take 3-5 business days to release the funds back to your account depending on their policy.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:04/24/2024

  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 4/23/2024/Social security question I was trying to log on to ssa.gov site You have three options to choose I chose an option unrelated to ssa.gov which took me to just answer.com which in turn says they would charge a dollar for the question. There is no mention of any other further charges by the agent in which I did an online chat with. Therefore, $37 is pending against my checking account and I want that transaction deleted. this is a paid business which lures individuals and only will charge you only a dollar. I went to my checking account again as I mentioned earlier 37 was pending. I was not informed of any other further charges by the online chat agent of just answer.com. I want these charges eliminated. I suspect this is probably under the hidden fees or whatever that is going on. She failed to mention this while chatting with her (******* is the online agent). I called my bank to block any further transactions.

  

  Business Response

  Date: 04/25/2024

  Hello ******,
  
  Thank you for reaching out to **. We apologize for any inconvenience. 
  
  In checking your account, I see that **************** already cancelled your payment on 4/24/2024. 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 *********************