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:06/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the 1 dollar fee they wanted me to and I'm fine with that part. The same day, I canceled my account. Then 4-5 days later they charged me 46 dollars. They charged me for something they weren't supposed to and they didn't even tell me about it.

  

  Business Response

  Date: 06/04/2024

  Hello *****,
  
  I want to resolve this issue for you.
  
  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 *********************
  
  

  Customer Answer

  Date: 06/04/2024

  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:06/03/2024

  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.

  Just answer asked for a fee of $1.00 to answer a question, I then was immediately charged $63.00 which they later said would be a monthly amount charged to my credit card with no reason given. I contacted Just Answer and told them that there was no legitimate/agreement to be charged a monthly amount of $63.00. I am worried that since Just Answer has my credit card info that they will continue to charge me. I contacted **************** and they are aware, however if I change my credit card number, that would not help. I got an email from Just Answer today saying that they were so pleased with my "positive experience" with them. I'm deeply concerned that the monthly charge will continue to appear on my credit card. Just Answer is a predatory company.

  

  Business Response

  Date: 06/04/2024

  Hello ****,
  
  I'm glad to assist you.
  
  In checking your account, I see that **************** already cancelled your membership and payment on 6/2/2024. 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 *********************
  
  

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for help from an attorney for my business. I came across My-Secure.jastanswer.com. You get into a chat with them and can tell them what you are seeking answers for. They say they will connect you with an attorney. I asked how much this would cost, but did not receive a direct answer, other than they would charge my card $5. They then send you to a different website to make the payment. At no time did I read that I was being signed up for a monthly fee of $72 dollars to get the information. Had I been told when I asked my question about the fee that there was $72 charge I would not have paid it. I did not see a link that sent me to another website to pay. I didn't realize I was agreeing to pay $72 dollars, nowhere when I paid did it say was going to be billed $72. They lead you in saying a $5 charge without being upfront about what you are getting. I attempted to talk with their customer service agent and they ended the chat with me. They miss lead people into signing up, but do not deliver.

  

  Business Response

  Date: 06/04/2024

  Hello ******,
  
  I'm ready to help. 
  
  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: 06/04/2024

  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.  They were very quick to respond this morning.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/03/2024

  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.

  When speaking through the chat feature a few of $5 was offered and then a payment link was sent. When the information was sent it did not appear that it had gone through so tried PayPal. While finishing with PayPal my banks fraud service contacted me. Did ask for a refund and when the link was sent it was to pay again. Also the sites text/chat was frozen. I was never able to speak with a person that was an expert. I was ended up calling my bank to stop payment for both.

  

  Business Response

  Date: 06/04/2024

  Hello ****,
  
  We apologize that you had this experience with JustAnswer.
  
  We couldn't locate the transaction using the email address and phone number you've provided. Do you have another email address we could try? We can also locate the account with the following information:
  
  - A different phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged. We do not need the whole number.
  - Your PayPal email address if you are being charged through PayPal
  
  You may send any of these information to me using my contact information below so I can further assist you. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************
  
  

• Initial Complaint

  Date:06/03/2024

  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.

  When I called Just answer to ask for help I was told it will cost one dollar ,refundable . I asked a question got no results . That happened on Sunday June 2 2024, I then looked on my bank account and noticed they charged me $52. Never said there would be a charge and I didnt want their membership. So I called them they told me its non refundable. Told them I didnt get ant results from them and they charge me that. Upsets me they did not tell me anything bout that.

  

  Business Response

  Date: 06/04/2024

  Hello *****,
  
  We're ready to lend a hand. 
  
  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:06/03/2024

  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 was trying to apply for a loan with a credit loan for disaster relief after becoming tornado victim. During the process a chat window opened on top of the site I was applying on and I did not realize it was not the same site. I was asked to put in my credit card for a fully refundable dollar which I did not realizing it wasn't the credit union. Immediate I had a dollar charge AND a $55 charge. I looked them up on BBB and found people said at the bottom on of site it says if I answer the question about the refundable dollar I automatically am subscribed to a membership. Then I tried to express to one of the agents he told me he was reporting ME for being rude! He sent me two more scathing emails and said I lied about being tricked. They victimized a victim. And their phone number it gives to call with a complaint is just a recording. I'm furious at how they treated me.

  

  Business Response

  Date: 06/04/2024

  Hello Candy,
  
  We're here to help you out. 
  
  We'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:06/03/2024

  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.

  The wording is very deceptive . I paid a one time $5 and proceeded to ask one question which was answered in a vague and unsatisfactory way. I contacted them immediately this morning when I saw a $60 dollar charge. On top of being upset and requesting a cancellation, I had to pay another $20 just to cancel service. How is that legal? In essence, I've paid almost $100 to get an vague one time answer. They do NOT spell out clearly that you are joining a membership. This place should be investigated and shut down. They they're catching desperate people during hard times and they vulture off of that.

  

  Business Response

  Date: 06/04/2024

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

  Customer Answer

  Date: 06/04/2024

  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. While I don't think it should've taken complaint(s) to BBB to get a satisfactory if not just plain fair response. I still appreciate it. I would suggest to make the membership service text much larger to avoid this with future customers. 

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

• Initial Complaint

  Date:06/03/2024

  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.

  On 5/28/24, my pet was not feeling well and I was unable to get her into the vet's office; as my regular vet was no longer caring for sick pets. I tried to make an appt at a local vet clinic but was unable to; as all the vet clinics were BOOKED. I saw JustAnswer.com and they said "SAVE A TRIP TO YOUR VET'S OFFICE AND SPEAK TO ONE OF OUR LICENSED VETS FOR ANY QUESTIONS YOU MAY HAVE". With nothing to lose, I decided to sign up for $5.00. If not satisfied, I was to call within 3 days to CANCEL my subscription. As soon as I spoke to the vet on the phone and explained that my pet was not feeling well, I thought he would offer some advice, ETC, to help her to feel better UNTIL I was able to get her to the regular vet. All the vet told me was that I needed to take her to the vet. That is what I paid $5.00 for? THEIR WEBSITE STATES "YOU DON'T HAVE TO MAKE THAT TRIP TO THE VET AND SPEND MONEY, WE HAVE ALL THE ANSWERS". They just MISLEAD the pet owners. Since I was not SATISFIED with the vet's answer, I IMMEDIATELY decided to CANCEL MY SUBSCRIPTION, SO THAT I WOULD NOT BE CHARGED ANY FURTHER. I received an email confirmation from *************************, **************** Director. He INFORMED ME THAT MY SUBSCRIPTION WAS CANCELLED. However, yesterday, June 2nd, 2024, I was looking at my banking information and NOTICED THAT A CHARGE OF $35.00 WAS PLACED ON MY ACCOUNT FROM JUSTANSWER.COM! FOR WHAT???? When I complained to them, I received an email stating that they had charged my account "as per their rules and regulations". I DON'T UNDERSTAND WHAT THEY ARE TALKING ABOUT, SINCE I HAD CANCELLED IMMEDIATELY AND I SHOULD NOT HAVE BEEN CHARGED $35.00! IN FACT, I SHOULD NOT HAVE BEEN CHARGED $5.00! THEIR SERVICE WAS UNSATISFACTORY AND I WAS NOT HAPPY AT ALL. THANK YOU FOR YOUR ASSISTANCE. I BELIEVE THAT JUSTANSWER.COM MISLEADS THE PUBLIC SO THAT THEY CAN PROFIT. I AM A DISABLED PERSON.

  

  Business Response

  Date: 06/04/2024

  Hello *****,
  
  Thank you for reaching out to **. We apologize for any inconvenience.
  
  In checking your account, I see that we already refunded your membership payment on 6/2/2024. 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 *********************
  
  

  Customer Answer

  Date: 06/04/2024

  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:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for a membership and was told it was $5 to get started. After entering my credit card info, I was charged $5, and then immediately charged another $46 and signed up for a membership. This was not disclosed and I did not agree to this. I attempted to contact their customer service via chat but they keep ending the chat if I am not able to send a response within 5-10 seconds, which is not long enough for me to type a message. Phone I have not utilized their services and contacted them immediately to reverse the charge.

  

  Business Response

  Date: 06/04/2024

  Hello *******,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that your payment has been cancelled on 6/3/2024. 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 *********************
  
  

• Initial Complaint

  Date:06/03/2024

  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 6/02/2024 found this site for a question on my sick pet. I feel it was false advertisement on the website. It stated for $5.00 you could ask a question and talk to a vet about a sick animal. If I would of known you were going to be charged a monthly $35.00 membership fee for the call I would not of made it. I feel deceived in a very stressing time. I was on the call for less then 60 seconds. The only way I was made aware of the fee was the next day when I logged into my account and saw the $5.00 fee which was acceptable then anther charge for $35.00. Again I was not aware I was joining a membership with a less then 60 second call. Very disappointed!

  

  Business Response

  Date: 06/03/2024

  Hello ********,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************

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