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:06/05/2024

  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.

  This is in reference to the online company called Just Answer. I asked one question and thought they would charge me $5 but instead, I was charged $28 for a membership. I did not know this was a membership type company or I would not have asked my question for accounting advice. This is poor business practice.

  

  Business Response

  Date: 06/06/2024

  Hello Chanda,
  
  I'm glad to assist you.
  
  In checking your account, I see that Customer Service already cancelled your membership and payment on 6/5/2024. 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: 06/06/2024

  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 so much for stepping in to assist.
  
  
  
  Sincerely,
  
  
  
  Chanda K*******

• Initial Complaint

  Date:06/05/2024

  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 told $5 to get my answer about my treadmill and was charged an additional $40 membership that was never mentioned

  

  Business Response

  Date: 06/06/2024

  Hello Ashley,
  
  I'm glad to assist you.
  
  In checking your account, I see that you've successfully cancelled your payment from your end on 6/5/2024. 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
  ************************ ** ************** *** **
  
  

• Initial Complaint

  Date:06/05/2024

  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 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: 06/05/2024

  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 Pharmacy 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: 06/06/2024

  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,
  
  
  
  Stephanie A****

• Initial Complaint

  Date:06/05/2024

  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.

  May 19th 2024, my 86 year old mother's bank account was debited $37.00 by JustAnswer.com. My mom did not intentionally sign up for a monthly subscription to JustAnswer.com for $37.00 a month. I called the company and asked for a refund but it was denied.I then did some research of the company and discovered that there are numerous similar complaints of people being signed up and charged when it as not their intention. JustAnswer.com appears to be very good at separating people from their money.

  

  Business Response

  Date: 06/05/2024

  Hello,
  
  Thank you for reaching out to **. After a thorough search using the information provided, we were unable to locate an account associated with it in our system.
  
  To assist you further, could you please provide us with the phone number or email address that was used during the registration process on our website? With this additional information, we'll be able to locate your account and address any concerns or inquiries you may have.
  
  Looking forward to hearing back from you soon.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:06/05/2024

  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 to Just answer website and paid $1.00 to ask a doctor a question. Without getting my question answered I was then charged a 32 dollar fee and then again another 76 dollar fee. I immediately went to my account and canceled my membership in which I did not put a credit card attached to the account. One month later was charged a membership fee for 46 dollars. Checked the account it said the membership had been canceled but still was charged. Searched the entire account for my credit card number so I could remove it from the account and it was not anywhere on the account. One month later charged again 46 dollars. Sent an email to their company asking for a refund due to canceling my membership months ago. They said they cannot refund my money. I threatened to seek legal action and I have not gotten a response or a refund. This is theft.

  

  Business Response

  Date: 06/05/2024

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

• Initial Complaint

  Date:06/05/2024

  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.

  On 6/4/2024, I gave them my credit card info to pay a $1. "join fee (fully refundable later)". Only when I got the receipt notice did I discover that I had also been charged a $28. recurring monthly charge to be enrolled in their service. I immediately cancelled & notified them I was angry to have not given permission for this enrollment. According to their response, they claim it was displayed just above the credit card authorization form. I must contest this: when the screen with the credit card blank fields was displayed, there was nothing else above or below it, and no previous mention of the $28. monthly fee had appeared. This is simple to prove, through engaging the website as a potential enrollee. Asking for a refund of the $28. (the $1. is all I agreed to).

  

  Business Response

  Date: 06/05/2024

  Hello ****,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: *************************************

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

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

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just answer tricks people in a membership agreement for $47. While the agent tells you that you will only be charged $1. They will not refund you saying you should read the agreement terms which can only be seen if you press a link on the bottom of the page. Most people would not notice. They scam people from their money! I was searching for a refund from apple. I came to the page by mistake. I told the agent that I wanted a refund for a purchase on ********* She didnt clarify that I was on an incorrect website. They work on tricking people and stealing their money. Clearly they have done these to many people. They really should be stopped.

  

  Business Response

  Date: 06/05/2024

  Hello *****,

  I'm sorry to hear that you reached us in error.

  I apologize for your experience. JustAnswer pays to advertise on search engines and the paid advertisements will show up before a lot of direct links to companies you might be looking for.

  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.

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

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising 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 5th 2024, I visited Justanswer.com in hopes of getting some answers about an issue I was having with my thermostat. I saw that i could submit a question and I know from previous experience that questions get answered quickly usually so I typed out my questions then clicked submit. Once doing so I was asked to pay $1.00 for the question so i paid the $1.00. I did not see where they express that it is a membership only website and that I would charged an additional $28 just to ask one question. No where was I able to read terms and conditions PRIOR to submitting my card info and once I was able to see that they had charged me $28 it was too late. Not only is their website misleading and deceptive but their customer service is not helpful at all. Just a bunch of robots stuck on repeat. I asked when was a time when they honored refunding and unsatisfied customer and never got an answer. How ironic? They just ended the chat on me and I was no longer able to respond back to them through the chat. All I wanted was my $28 refunded seeing as this is not what I wanted but as of right now no one seems to want to resolve the issue for me so I felt I had no other option but to bring awareness to others about this very deceptive business. Be careful everyone and proceed with caution when visiting this website.

  

  Business Response

  Date: 06/05/2024

  Hello ******,
  
  I'm glad to assist 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: 06/05/2024

  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:06/05/2024

  Type:Sales and Advertising 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 an answer to a legal question and came across JustAnswer. When I was looking at their website, a chat box popped up which offered advice for $2 (fully refundable). My legal query is finance related so I was keen to get some accessible help. However, once I paid, I saw that I was charged both the $2, in addition to an additional charge of $86 which was not advertised AT ALL. I feel deceived, frustrated and taken advantage of. The advertising terms of JustAnswer are misleading, and the additional $86 cost which is required to ask a question is virtually hidden and unadvertised. When I contacted the ************* team, they were unwilling to offer me a refund. The practice of this website is deliberately misleading and deceiving, and I believe that more consumers need to be made aware of their predatory advertising.

  

  Business Response

  Date: 06/05/2024

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

• Initial Complaint

  Date:06/04/2024

  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.

  Searching for some information on a supplement I wanted to give my puppy on ****** using my cell, I came across Justanswers. I tapped on the "ask a question" link. A pop up appeared informing me that it's $5 to ask a question, so I put in my card info for the $5 charge to ask one little question. The chat assistant (*****) asked if I wanted to chat or talk on the phone with a vet? I said either way was fine with me. I got a call a couple minutes later. I was on the call with the vet for like 2 minutes and that was it. He told me that he wouldn't use the supplement, so I won't. Today, when checking my bank account, I noticed a $5 charge and a $35 charge. When I started a chat with ******* again about the $35 charge she told me it was because I spoke on the phone with the vet. I told her she never told me about an additional charge. The second person (********) told me that it was for my membership. I told him that I never signed up for a membership. I don't need or want one and that I would like my $35 dollars back. He canceled my membership, but would not give me a refund. He ended the chat with me before I was finished asking questions. I asked this question/"signed up for a memebership" (which I did not knowingly do) yesterday. It's not like I had been a "member" for weeks or months. I was supposedly one for one day. I found a 800 number to call, which wasn't very easy to do. The girl on the phone was of course, no help and was antagonistic! Asking me how I asked a question if I had not signed up for a membership. lol! So ridiculous! She hung up on me. Now I'm forced to use other avenues to get my money back. It's only $35, so I shouldn't care that much! I just really do NOT like shady, dishonest companies.

  

  Business Response

  Date: 06/05/2024

  Hello ****,
  
  Thank you for letting us know. 
  
  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: 06/05/2024

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