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: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,
  
  *******************

• Initial Complaint

  Date:06/04/2024

  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.

  The Just Answer website boasted about a $5 charge to help troubleshoot a tech issue with the lock company, Schlage. I paid the $5 and hoped that someone would reach out. Then, I received an email stating that I was charged a $5 fee AND a $36 fee for a membership which I did not agree to. I tried to call someone and they kept saying "a tech will call you soon"...that was days ago. I lost out on money, had to report my credit card fraud because of the charge, and never heard from them again.

  

  Business Response

  Date: 06/05/2024

  Hello ****,
  
  We're here to help you out. 
  
  We've cancelled your payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/04/2024

  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 May 26th, I clicked on JUSTANSWER with hope of getting info on fixing a furnace in my home. I was prompted to pay a $2 CDN Fee which was supposed to be refunded if I cancel. I did not see any prompt to pay a montlhy fee after that. I typed in an answere and did not receive the proper information...it was messy and I decided to cancel....I was still billed a minimum one month fee of $53 CDN. I repleid to an email to *************************** and while he replied, I was refused a refund. If they do not refund my money, I will file a complaint with my ************ for both charges.Can you help me?

  

  Business Response

  Date: 06/04/2024

  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 HVAC 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:06/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just discovered that a company I dont know called Just Answer has been taking $46.00 from my checking account on the third of each month for March, April, May and June of 2024. I only opened this account at **************** in February 2024. I dont know how this company how got got access to my money, but I want it back. Either they know my bank account number or my debit/credit card number. I never gave that information to them. I never used any of their services. I dont know who they are. They owe me $184.00. I found on your site that this is not uncommon with this company. Can you help me please? Thank you.

  

  Business Response

  Date: 06/04/2024

  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:06/04/2024

  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.

  This company uses deceptive advertising. I did not realize that a question asked via an online search ($1 fee) would result in a monthly $55 membership fee, which has been charged to my credit card since November. $480 total. I called Just Answer today. They said they would only refund me 90 days of the membership fee. The fact that they have to offer refunds, is an indication that their practices are unethical. I asked for a refund of the full $480 in charges, and to speak with a supervisor. A supervisor/manager was not available, which is hard to believe.

  

  Business Response

  Date: 06/04/2024

  Hello,
  
  Thanks for reaching out to us at JustAnswer!
  
  Unfortunately, we couldnt find your account with the information you provided. With that said, you can help me to locate this account by emailing me some additional information - any and all of which will be useful:
  
  - Other email addresses/phone numbers you may have used
  - The order number from the question you asked, if it's available
  - Your PayPal email address if you were charged through PayPal (I won't need the password)
  - The date and amount of the charge(s)
  - A link to the question page -OR- The subject of your question if you cannot locate the link
  
  Once I can collect this information from you, I should be able to find your account and take any actions on it that you'd like me to take. Of course, if you need additional assistance with this, or with any other concern, feel free to contact me right away.
  
  Thank you for your cooperation. I look forward to hearing from you soon.
  
  Best regards,
  
  Angela, J* Customer Care 
  *********************** ************ **** **

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response is not accurate. I spoke to the business yesterday and they confirmed my account based on my phone number.

  They would only refund 3 months of charges (vs. the full requested amount) and the representative said a supervisor was not available and would call us within a half hour. I never received a call. 

  Additionally, their follow up email communication said our bank account should reflect the credit within 3-5 business days, but the charge was via credit card. When I asked them to confirm if my credit card (not bank) would show the refund, they have not responded.  

  
  
  
  Sincerely,
  
  
  
  Tom B***

  

  Business Response

  Date: 06/05/2024

  Hello Tom,

  Thank you for your reply. I apologize for this experience.
  

  Disappointingly, I
  am still not able to find your account with the email address you
  provided here. I also tried to use your information to find contact from
  you on the site and was drawing a blank there.

  If you reach out through my contact information, my team will look into this to make it right for you.

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

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I originally provided my cell ************** and was communicating with your VP of Customer Relations Jeff C********* yesterday via email. 

  I received a confirmation of the membership cancellation which is ********

  How can you not have my email on file, when I have received multiple emails from your company? 

  There is no other information I can provide you. I suggest you straighten out your internal communications. 

  
  
  
  Sincerely,
  
  
  
  Tom B***

  

  Business Response

  Date: 06/06/2024

  Hello Tom,

  Thank you for that information.

  I was able to locate your account with the new information. Your original information here gave us a phone number ending in **** and an email beginning with ******** which does not appear to be what you used to sign up with on the site.
  
  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: *************************************

  Although your payment is not eligible for a refund under our terms of service, as our policy only allows us to issue refunds for charges made within the last 30 days, I have refunded five additional $55 membership payments for you as a courtesy to you. The funds are made available to your bank the next business day; however, your bank may take 3-5 business days to release the funds back to your account depending on their policy.

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

  Customer Answer

  Date: 06/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Once I receive the credits on my credit card, I will accept the response. 

  
  
  
  Sincerely,
  
  
  
  Tom B***