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

• Initial Complaint

  Date:06/02/2024

  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 went to ask a question on their website. Their a.i. assistant told me it was a 5 dollar refundable charge and then took me to a payout window, which I did, and was charged 46 dollars. That is false advertising and/or deceptive marketing as somewhere I'm told it states it also charges the 46. Why doesn't the assistant say that? Sounds like a scam. Otherwise they would be transparent and give the total amount off the bat.

  

  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 6/2/2024. 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:06/02/2024

  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.

  Having problem funds going thru for inmate tablet saw on line how to resolve and charge says $1 refundable, I scrolled to membership and stated $56.00 monthly which is not mention and that's false advertisement and all my private information was collected my privacy was violated. DON'T want to be charge monthly as I'm a senior barely surviving just wanted to post my love one in prison $10.00

  

  Business Response

  Date: 06/02/2024

  Hello *****, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  
  *************************************
  
  Moreover, although your membership payment is not eligible for a refund under our Terms of Service, as a courtesy to you we have cancelled your membership payment today, 6/2/2024. This is showing as 'reversed' or 'voided' 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. Moving forward, you will not receive any recurring charges. 
  
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

• Initial Complaint

  Date:06/02/2024

  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.

  6/1/24 I went to the website just answer.com to ask a question about my truck. Immediately a chat was opened and a woman named ***** who is supposedly alive, expert assistant, asked me what I needed help with. I explained my question and she then stated she would connect me to an expert but first I needed to join for a five dollar (fully refundable) fee. When I clicked the tab to continue, it took me to a page to enter email and credit card information. Immediately I was billed $39. And received two fraud notifications from my bank. When I went back to the website and AI assistant also named ***** said they were still trying to connect me to an expert. When I asked why they had charged me $39 when it was supposed to be five dollars she ended the chat. When I reconnected and asked again, she said A rep would join shortly. No one ever did. I then contacted customer service to ask what was going on. Their website says in writing if you ask, your initial question will be answered if you join. Then it goes on to talk about if you agree to a membership it will be a monthly recurring charge. when I asked why I was charged $39 and its a recurring fee instead of the five dollars then the story changed to as soon as you post your question online you have agreed to the $39 recurring charge. I explained I never posted a question. ***** said she would connect me with an expert if I joined for a five dollar refundable charge. I was never told it would be $39 plus the five dollars and be a monthly recurring charge. I called customer service and got the same runaround. So I was asked to submit a question, have it answered by an expert, if I joined for a $5 (fully refundable fee if I didnt like their answer) but was charged $5 plus a$39 recurring charge. then was told this was explained before I agreed. there wasnt any screen between the expert assistant telling me to join for five dollars, she would connect me to an expert and the payment info screen. This is fraud.

  

  Business Response

  Date: 06/02/2024

  Hello *****,  
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  
  *************************************
  
  Moreover, although your membership payment is not eligible for a refund under our Terms of Service, as a courtesy to you we have cancelled your membership payment today, 6/2/2024. This is showing as 'reversed' or 'voided' 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. Moving forward, you will not receive any recurring charges. 
  
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************

• Initial Complaint

  Date:06/01/2024

  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.

  I had an online chat with an 'expert' on the site 'ask an expert' / 'just ask' and they told me they will only charge me a $1 refundable fee, this occured today, June 1st. I needed help logging into my audible account. The worker's advice was no help.I checked my debit card information and saw that I was charged twice, once for $1 and the other $46, totaling $47. I immediately went back to the chat. I ended up speaking to 3 different workers (at least 1 was an AI chatbot) and no one was any help. They told me I was unable to get a refund and that the $46 was compensation for the expert's time. I explained how I was scammed because before putting in my card information, there was no mention of a $46 fee. And if I would have known, I would have never used the service. They just gave me the run around and ended up telling me that they could direct me to an 'expert' once again for a $1 refundable fee, I was not falling for it again. By then, I already deactivated my account because I was worried of them taking more money.The $46 monthly subscription fee was only revealed after I paid. On my debit card statement, it has the fee amount paid, date, time, website but no confirmation code. This website is a scam.

  

  Business Response

  Date: 06/02/2024

  Hello ********, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  
  *************************************
  
  Moreover, although your membership payment is not eligible for a refund under our Terms of Service, as a courtesy to you we have cancelled your membership payment today, 6/2/2024. This is showing as 'reversed' or 'voided' 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. Moving forward, you will not receive any recurring charges. 
  
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.
  

  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  

  
  

• Initial Complaint

  Date:06/01/2024

  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.

  On june 1, 2024, I was researching technical information and I was redirected to JustAnswer, I understood that I was agreeing to a $5 fee, but was charged $39 for first (of many) month membership. That info was buried BELOW the point on web page where I accepted the "only $5" charge. Very deceptive. I canceled, but now I have to monitor my cc account to confirm that charges were reversed.

  

  Business Response

  Date: 06/01/2024

  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:06/01/2024

  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.

  Just answer popped up as help on the PayPal site when I was looking for an answer on PayPal. They said it would cost me $1 which would be refunded. So I proceeded and asked my question. A tech came on and gave me the phone number to PayPal. Today I see a charge for $1 and a charge for $55 on my credit card which I never gave them the number. I called to see why they charged me and they said that I signed up for a subscription. Not true. If they had told me I had to have a $55 subscription for them to answer one question I would have avoided them like the plague. This way of doing business is stealing and misleading. False advertising and taking money from people that they never agreed to is wrong and bad business.

  

  Business Response

  Date: 06/01/2024

  Hello,
  
  Thank you for reaching out. While we're not affiliated with PayPal, it seems you may have come across an advertisement mentioning our service on the platform. Just to clarify, we specialize in answering a wide range of questions on JustAnswer.
  
  Regarding your request, I've successfully processed your refund. If you have any further questions or concerns, please don't hesitate to let me know. We're here to help.
  

  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

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

• Initial Complaint

  Date:06/01/2024

  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.

  I asked a question on Just Answer. It said to get a legal answer you pay $5.00 refundable fee. I paid it. I was told "move". I asked for a refund and got a reply saying I can get my $46.00 refunded if I "send a tip via PayPal". I was UNAWARE of a $46.00 fee. So I checked my bank account and there is a $5.00 fee AND a $46.00 fee. I never agreed to a $46.00 fee and the $5.00 fee was said to be refundable. I also am apparently being blackmailed to get a refund.

  

  Business Response

  Date: 06/01/2024

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