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:

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

• 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.

  Today may 2nd 2024 I was looking for an online veterinarian and it came across just answer they wanted $5 to talk to a vet I thought that was a good idea and I gave him my card number and they took the $5 out and they put an additional charge that I did not know about $39 I never talked to him that I waited 4 hours for somebody to call I talked to customer service and they refuse to give me a refund

  

  Business Response

  Date: 06/03/2024

  Hello *****,

  I'd like to sort this out for you right away.
  

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

  Customer Answer

  Date: 06/04/2024

  Thank you for your help . Just answer refunded the 39 dollars. That's good enough for me. I do think this company takes from unsuspecting  people. I know I sure learned a big lesson.    Thank you, *********************

• Initial Complaint

  Date:06/03/2024

  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.

  False advertising lists for 1.00 took ***** no real customer service wont let me speak to a manager or give me my money back. Scam scam

  

  Business Response

  Date: 06/03/2024

  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: *************************************

  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:06/03/2024

  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.

  Date of the transaction: June 2, 2024 Amount of money paid: $1 and $55 , total of $56 Business committed to provide me with service with electronic equipment, specifically a projector The nature of the dispute is that the business prominently suggests that it costs only $1 to join, and that it is refundable. It in fact (in fine print later, easily missed) is $55 a month to join, and when I requested a refund, it was instantly denied with a long form letter, suggesting they receive these requests from angry fooled customers on a regular basis (see documentation, attached).The business did not try to solve the problem.My order ID is ************

  

  Business Response

  Date: 06/03/2024

  Hello ***,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that **************** already cancelled your payment 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:06/02/2024

  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.

  All monies below are quoted in Canadian dollars:I paid for the one time service of $2.00 and I was happy with the service , but I was also signed up for a subscription for $66.00 per month without my prior knowledge starting in Dec 2023. I noticed the subscription only in May 2024 and promptly cancelled it. I complained to the vendor and asked for a refund. They only refunded me $66.00 of the $396.00 ($6 x $66.00) extra money leaving $330.00. I am therefore seeking a refund for $330.00 . Note that the transaction for May 2024 will fall on the June 2024 statement which is not available yet, so I have downloaded it from web banking and attached it:may_26_2024_showing_justanswer_66_dollars_transaction.pdf, in addition to providing the usual statement.

  

  Business Response

  Date: 06/03/2024

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

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