Important information
- Customer Complaint:
BBB’s business profile for Just Answer was created in June 2006, and a review of Just Answer complaints was completed in September 2024. Complaints on file state concerns with membership subscription.
Please note that Just Answer is a monthly membership-based service. BBB encourages users to review the following prior to using JustAnswer
Terms of Service (Section 9: Fees, Refund and Cancellation Policy)
Top FAQs
Membership
Payments/Billing
Complaints
This profile includes complaints for JustAnswer's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,420 total complaints in the last 3 years.
- 2,386 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2024
Type: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.
They charged a $46 fee to tell me they couldn't answer the question I had and that I needed an attorney. That's not providing the service they agreed to.
Business Response
Date: 04/18/2024
Hello ****,
We're sorry for the experience you had with JustAnswer.
If a customer is unhappy with the answer or wants a different Expert to answer the question, they can opt the Expert out so that they can work with a different Expert. You can also ask the Expert to opt out so that you can work with someone else.
Please reach out to us if you would like to continue with your question so we can look for a different Expert.
Regards,
*******
JustAnswer Customer Care
************************************************************** or *********************Customer Answer
Date: 04/18/2024
Complaint: 21591477
I am rejecting this response because:
"Just answer" is clearly running A bait and switch scam to mislead buyers, whereby a seller advertises an appealing but ingenuine offer to sell a product or service that the seller does not actually intend to sell. Instead, the seller offers a sub-par, defective, or unwanted alternative.The average buyers expectation would be that if you are selling a service that says you talk to a lawyer their answers would be substantiated with case law however, this lawyer states that no matter who you talk to from just answer they are not allowed to recite a specific case law. The product that you were selling for $46 clearly was sold as to get services rendered from a Tela lawyer for a fraction of the cost of a in person lawyer. That is not the case.
The fact that this company has so many complaints clearly justifies continuous refunds to innocent customers until they make the language in their contract more user friendly.
Sincerely,
*************************
Business Response
Date: 04/19/2024
Hello ****,
I want to assure you that JustAnswer operates with complete transparency. We are not a bait-and-switch service; we are upfront about our services and strive to provide clear and reliable assistance to our customers.
It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
Let me know if you need further assistance.
Best regards,
******, JA Customer Care
************************************************************* ********************Initial Complaint
Date:04/17/2024
Type: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 information was not explained adequately upon the first contact with the website or subsequent phone call. This is a sneaky business and I want to end my association with them. It seems they want to bill me to cancel my subscription. I want them to leave us alone no further billing.Business Response
Date: 04/18/2024
Hello *****,
Thank you for reaching out to **. We apologize for any inconvenience.
In checking your account, I see that you've sucessfully refunded your payment from your end on 4/17/2024. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
Your membership has been cancelled. Rest assured that no recurring payments will be made on the account.
Please let us know if we can assist you further.
Regards,
*******
JustAnswer Customer Care
************************************************************** or *********************Initial Complaint
Date:04/17/2024
Type: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.
04-17-2024 Amount paid $37 Was told they would help get a copy a social security reward letter Was told had to pay dollar and then it would be refunded No they did not try to resolve Don't know how to cancel either Didn't see an ad, ****** how to get a copy of social security award letter and that's where it gave me.My son came in right after I authorized a dollar and then he said something was wrong.Business Response
Date: 04/18/2024
Hello ******,
I'm here to help you resolve this matter.
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:04/17/2024
Type: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 contacted the company when my dog was having a medical issue. I did speak to a vet for a whole 2 minutes. Supposedly when I reached out to the company, online, I agreed to be charged $35 every month membership fee. I dont recall agreeing to any such agreement. I called to get it rectified and asked for a copy of the agreement that I signed but they would not and could not provide one. They would only send a screenshot of a blank agreement versus the agreement that I supportively agreed to.Business Response
Date: 04/17/2024
Hello,
Thank you for contacting JustAnswer.
We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
As a courtesy, I have cancelled your charges. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
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:04/17/2024
Type: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.
IM not sure how I was signed up for JustAnswer. I don't even do trial periods because of this scam. I've been told it's non refundable. But not sure how it got my info in the first place.Business Response
Date: 04/17/2024
Hello *****,
Thank you for contacting JustAnswer.
We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question about resetting an email password on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
Let me know if you need further assistance.
Best regards,
******, JA Customer Care
************************************************************* ********************Initial Complaint
Date:04/17/2024
Type: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.
4/16/2024 accidentally signed up. Thought I was on a ***** Home Improvement site. Was inadvertently taken to a JustAnswer site. Found out this morning that $47 was taken out of my PayPal account with monthly payments for same amount to occur. I cannot find a way to cancel the contract with out payment of more money.Business Response
Date: 04/17/2024
Hello,
Thank you for contacting JustAnswer.
We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
Let me know if you need further assistance.
Best regards,
******, JA Customer Care
************************************************************* ********************Initial Complaint
Date:04/17/2024
Type: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.
Paid for a lawyer advice. $46 and card was continuously charged.Business Response
Date: 04/17/2024
Hello,
Thank you for contacting JustAnswer.
We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your Legal question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
Let me know if you need further assistance.
Best regards,
******, JA Customer Care
************************************************************* ********************Initial Complaint
Date:04/17/2024
Type: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 morning I was looking for a service to to assist with my son being sick and needing a doctor note to stay home. I came across Just Answer (screenshot attached). I was connected with the ** ******* who told me there she would connect me to someone and that I was being sent "to a secure page to join JustAnswer for only $5 (fully -refundable). (screenshot attached)After communicating with the "doctor," pretty certain not really a doctor because the answer was a ****** response and no doctor says to send a child to school with a fever and stomach virus. I also did an image search and a search of NYU staff. They appear to be impersonating professionals. I checked my account because the whole thing felt wrong. I was not charged $5 I was charged $46. I spoke with an agent who told me there is no refund for this and they charge a $5 activation fee and a $46 membership fee, but there is not a $5 fee at all on my account. I requested the refund again and explained, the agent was trying to assist with some kids in the background got rude and told me they do not do refunds. That is the company policy and I can cancel the account for no future charges. I requested a supervisor and was told they do not have any available and that I did not need a supervisor because she answered my question. I am fairly certain this site is a scam, they advertise one price, but charge another. The physicians and other professionals cannot be verified. I requested copies of my conversation and was denied. I requested a link to the page where I agreed to a $46 charge and was denied. I was able to pull up the conversation and also see the ** portion, but miraculously the portion about the $5 is not saved. Great news I was able to track my history and saved data back and retrieved them. Screenshots for the conversation and the saved conversation are also attached. Someone please stop JustAnswer there are people losing money to this and it is extremely sad.Business Response
Date: 04/17/2024
Hello *****,
I apologize for any inconvenience caused. Our records indicate that you have previously utilized our service. 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:04/17/2024
Type: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 seeking an attorney and the automated website is a complete SCAM! They will charge you 65 dollars per month and this is illegal and also taking advantage of people who need real attorneys and no automated system that scams. I will be filing charges on this company. If the company wants to settle with me, they can reach me at ****************** so that I may provide credit card information plus screenshots.Business Response
Date: 04/17/2024
Hello ***,
Thank you for letting us know.
I'm not finding an account for you so we will reach out to you through the site so we can make this right for you.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************Customer Answer
Date: 04/18/2024
Complaint: 21586529
I am rejecting this response because:
Sincerely,
*****************Initial Complaint
Date:04/16/2024
Type: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 4/15/2024 I had a question regarding TurboTax. The site indicated there would be a refundable one time fee of $5.00. The issue was not resolved and I was charged $5.00 along with an additional $55.00. I contacted their customer service today. I was told via chat that the membership was canceled (never agreed to a membership) and only the $5.00 would be refunded due to their terms of agreement (not provided). The chat was terminated.Business Response
Date: 04/17/2024
Hello ******,
Let me work on 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 *********************
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