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:06/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to chat with a urologist for $5 to answer a questions I had a concerning a bladder infection. It specifically stated $5. After my credit card information was entered I was charged $43. I asked for a refund and they denied it. That should have been told to me in the beginning. It was not divulged to me

  

  Business Response

  Date: 06/07/2024

  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 Medical question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 06/07/2024

  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:06/07/2024

  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 told by agent that I would be charged a once off fee of R15, and was not told about any additional amount. Upon the next screen, there was no indication that you would be charged for a monthly service (usually you have to confirm before checkout but this was not the case) and I was charged R15 plus R599 (when I was not told by agent about). When I immediately noticed this 2 or 3 minutes later, I cancelled my membership and contacted customer service with a request for a refund. They refused to refund me even though I cancelled service within 5 minutes. I was told that they could not refund. In the midst of the conversation, the chat cut off abruptly because "they have to attend to other queries" and conversation was ended. Apparently both parties have equal rights -- but when I raised the question "Do I not have an equal right in requesting my refund". Whatever happened to customer rights and good customer service? I requested to speak to the manager, I was told that I could not speak to the supervisor (when the person who was chatting to me was a supervisor and I requested for a manager). JustAnswer just wants to steal your money without putting customers first. They don't realize if it wasn't for "customers", how would their business operate!! I am absolutely outraged and angry with this company.

  

  Business Response

  Date: 06/07/2024

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have now paid a total of $86 to this company when I thought I was paying $2. I simply wanted to get an answer for what to do about my sick bearded dragon so I used their service which was advertised as $2 and gave my credit card information. Naturally, I was busy caring for my pet and not paying too much attention to the charges on my card since I thought it would only be $2. Fast forward a month since I have even touched the service, I noticed a $42 charge on my card. I realize what it is, cancel the subscription and request a refund since it was charged that day and I hadn't been using the service. The customer service claimed that they were transparent but that was not my experience. To add to that if the company truly cared about being transparent about all charges to it's customers it shouldn't have a problem issuing a refund to someone who didn't know about the recurring payment, cancelled and requested a refund on the day of the charge, and didn't use the service at all.
  
  Another point is that there was no reminder of a payment that was approaching

  

  Business Response

  Date: 06/07/2024

  Hello Luke,
  
  I'm glad to assist you.
  
  In checking your account, I see that Customer Service already cancelled your membership and payment on 6/6/2024. 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,
  Vanessa
  JustAnswer Customer Care
  ************************ ** ************** *** **
  
  

  Customer Answer

  Date: 06/07/2024

  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.

  the company refunded me the most recent month. 

  
  
  
  
  Sincerely,
  
  
  
  Luke V** *** ****

• Initial Complaint

  Date:06/06/2024

  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.

  Was charged the monthly $39 fee in the trial period. Did not receive any phone calls from a veterinarian or animal behaviorist but rather text communications several hours later. Expected a $5.00 fee to use the service in the trial period, but was charged the $5 + the $39 monthly fee. Cancelled immediately so no ongoing charges would be incurred, and have received confirmation that my "membership" has been cancelled.

  

  Business Response

  Date: 06/06/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  Angela, J* Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $5 for a one-time, one-question answer and then saw a total charge of $37 on my credit card. When I logged in to the account, JustAnswer also had signed me up for a $32/mo recurring "membership" fee.
  
  Throughout the $5 registration process, there was no information about also being charged a "membership" fee of $32 or that a membership would be a monthly recurring charge. I was charged a total of $37. I immediately cancelled this "membership" and emailed support to request a full refund. I received an email response from the VP of Customer Service that they would not issue a refund.
  
  I simply would like my money - $32 - refunded as I did not know that this was included.
  
  Regarding the $5 - I am fine to pay this fee. However, just as a note, before I clicked that I would pay this fee to get my question answered, the "chat widget" said that there were 3 qualified ****** *****" pool heater technicians available right then. It took over 2 hours to get my question answered and the person who did said there must be a mouse nest in there. Not sure how this was the conclusion this tech came to. During the time, I contacted our pool company rep who came out, checked out the heater and explained that after a rain, sometimes water drips down into the system and causes a burn-off immediately upon igniting the pilot of the heater.
  
  Thank you for your assistance with this matter.

  

  Business Response

  Date: 06/06/2024

  Hello Kristi,
  
  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 Pool question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  Angela, J* Customer Care 
  *********************** ************ **** **
  
  

  Customer Answer

  Date: 06/07/2024

  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. It is disappointing, however, that it took a public complaint to the BBB to receive a refund. Given the number of complaints for this same issue, Just Answer should look at its business practices and develop a better, more transparent and ethical program.

  
  
  Sincerely,
  
  
  
  Kristi S*****

• Initial Complaint

  Date:06/06/2024

  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.

  The merchant's name (as it appears on my statement): Vet.J****************** *********** CA
  Two charges: $44.00 and $39.00
  My credit card ends in -****
  I used this service one time back in March because my dog was sick, and I wanted to ask an online vet a question. I had no idea it was a recurring payment until I saw the charge on my credit card statements (attached). It took me a while to figure out what the charge was for, and then I remembered that day I asked ONE QUESTION, and got some average advice (I took my pet to the vet anyway and paid a lot there). I'm upset because I don't make a lot of money and this seems like a very dishonest website, because it gives little if any indication that you are being charged monthly. I have read lots of complaints from people who have had similar experiences. The dates of the charges are highlighted in my supporting documents. I'm only asking for two months refund, because I did not use this service at all in those two months. The merchant website is very unhelpful, even now as I try to cancel, I'm finding it very difficult.

  

  Business Response

  Date: 06/06/2024

  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 Dog Vet question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  Angela, JA Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:06/06/2024

  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 went on the internet looking for answers about a company raising rates when they have breached their own contract from day 1. I was directed to describe my situation as they would return to me with a lawyer to discuss things and I would be charged a $5 fee and would be able to have that refunded back. After my description and giving my information, I downloaded the app and proceeded to read where I would be continuously charged monthly for a membership I did NOT APPLY FOR at $46/mo. So, I was automatically charged with NO NOTICE and NO LEGAL INFORMATION STATING or ASKING "My Permission" to do so. I called and had to argue with customer service to refund a fraudulent charge by false advertisement as well as to inform them that I did NOT RECIEVE ANY RETURN ON THEIR END AT THIS POINT.How can a company LEGALLY charge a consumer through fraudulent activity, without permission, false advertisement - through MANY COMPLAINTS - and STILL LEGALLY carry on business?

  

  Business Response

  Date: 06/06/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, 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,
  
  Angela, JA Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:06/06/2024

  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 September of 2023, I contacted Just Answer concerning a medical problem an I needed a Dr's ************* I found the Just Answer group. I did little research(found good ratings).They had a price of about $5 so I decided to try them. I read if I needed an answer to a question it would be about $5.00 but I had to pay a larger amount for 30day program. I paid the $5 and signed up. Nature of the dispute was I called, "bait an switch". Them offering $5 for "first question"but that $5 is just the first question and signs you up for a monthly amount, whether you want it or not. But wasn't exactly worded that way.The Dr called and after re-reading the ad I decided that I would cancel. I called the Company about the services beyond 1 visit. I first text the **************** Bot with no resolution . So I finally found and actual phone # and the representative tried to convince me that it stated somewhere that it stated signing up with the $5 meant I also signed for the monthly fee. I instructed her to cancel my service she agreed. I just felt she canceled it but the $5 was not refundable. I don't usually use Credit Card I used the cause most of the time I use my Bank Account for purchases. But upon paying that Credit Card bill I saw "view activity" , so I checked it out. I could not believe this Company had been charging the $46 monthly fee to my account since September 2023. They have sent me "no notices, no invoices, nothing have I heard from them. I couldn't believe them. I called them yesterday about the charges and the only two things: #1) **** the representative told me he stopped it 6/4/23 but it would have to be effective 6/8/23 and the money would back to my credit card. #2) When told him how long money was taken out of my account, he ignored that & proceeded to inform me"last months payment" had been "declined". But would not talk about "All" the other months they took illegally. So i'm suppose to receive the last months payment. He canceled it.

  

  Business Response

  Date: 06/06/2024

  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: 06/11/2024

   
  Complaint: 21810089
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/20/2024

  Hello ******,

  I apologize for any inconvenience caused. Our records indicate that you have previously utilized our service in 2021 and 2022. Upon your recent return, you encountered a Welcome Back message along with pricing details when you submitted a new question. Notably, the pricing did not include the 'join fee' since you had already paid it during your initial membership registration.
  
  Our monthly membership provides unlimited question submissions across 100+ categories for 30 days. You have the flexibility to cancel the renewal at any point. Alternatively, you can choose to utilize our pay-per-question option instead of opting for the membership.
  
  Your membership has been deactivated to prevent any future recurring charges. Please don't hesitate to reach out if you require further assistance.

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

• Initial Complaint

  Date:06/06/2024

  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 found JustAnswer.com on the internet to ask about a porcelain doll my wife received from my grandmother. The website requested a $5 fee for asking a question but after entering in my credit card information billed me $65.00 for a monthly membership. Furthermore, an expert never entered into a chat with me to discuss the possible value of the doll, the site just continued to say they were locating an expert which never occurred. Bottom line is I was billed $65.00 for a chat with an expert that never occurred. I immediately cancelled my membership. Request a refund of the $65.00.

  

  Business Response

  Date: 06/06/2024

  Hello Sean,
  
  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
  ************************ ** ************** *** **
  
  

• Initial Complaint

  Date:06/06/2024

  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.

  Just answer said in an online chat that they were going to send me to another page where I was to pay $1.00 to join to get my answer from a lawyer, after that it let me know that my account will be charged $55 a month for membership. I am on a fixed income, the $1.00 is hard enough to come up with. So I mentioned something to them about wanting out and wanting a fefund. they stated that there will be No $55.00 taken out of my account. I ask about the $1.00 and she said oh we do not refund that and I said online chat they stated that it was fully refundable. I am getting sick of people saying oh let it go it is only $1.00 Then the company that takes you for even a small ride gets away with robbing you. I want $200.00 back. I sent you a picture of the part where they state that it is fully refunded. It is time they learn YOU CAN NOT KEEP stealing money from people, I believe if they have to pay money out then I am pretty sure they will STOP THAT madness

  

  Business Response

  Date: 06/06/2024

  Hello ****,
  
  I'm here to assist in resolving this 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 *********************
  
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21809873
  
  I am rejecting this response because: They have NOT refunded my $1.00 when they also return that then I will except the offer
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/06/2024

  
  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We have processed a cancelation of your remaining $1 charge. 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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 06/06/2024

  I filed a complaint earlier on just answer not refunding my $1.00 I checked my Bank Account and the also took the $55 out of my bank account for the first months membership. When they assured me that they canceled my subscription. They said "We will NOT take anymore money out of your account. This is a scam. They can NOT just do this to people. They told me it would cost me just $1.00 to get a just answer. Now I am furious, I am on a fixed income and do not get that much. This site is suppose to be run by lawyers, if it is they should be charged with stealing money from people! I am not letting this go and I still want $200.00 for doing this c*** to me. They can NOT get away with this without being held accountable. I am all stressed out about this and I have just had a VERY tramatic thing that happened to me last month. I do have medicine for some mental problems, along with meds for other medical problems I have as well. I am 61 yrs old. I am so stressed and furious that places get away with this. I sent you a picture of part of the chat that we had where they stated that it is (FULLY-REFUNDABLE)