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:06/01/2024

  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.

  My mother was scammed by this company pretending to be a DirecTV technician. They did not disclose to her who they were. Told her if she wanted her question answered concerning her directv issue that she would need to pay Directv a $1 refundable fee. They should have directed her to call Directv. Instead they quickly realized they were dealing with a vulnerable elderly person and got her to enter her CC info online. All the while she was thinking she was dealing with Directv. The "technician" said nothing to correct her or guide her in an ethical way. And instead preyed on her to get a sale. Her bank immediately recognized the charge as fraud and called her to confirm it. She was completely unaware that she had signed up somehow for a monthly subscription she didn't want or need. They told her a $1 refundable fee would be charged and ended up with $55 charged to her card. Thankfully her bank has protected her. But justanswer.com is now continually calling and harassing her over and over and over again. She blocks the # and then they call from a different #. I need them to LEAVE HER ALONE. This company is completely unethical and should be shut down. I'm writing this on behalf of my mother, but the contact info I gave is hers. Please help her and put a stop to this.

  

  Business Response

  Date: 06/01/2024

  Hello,     
  
  Thanks for reaching out to us at JustAnswer!   
  
  We're sorry to hear that you want to cancel your membership. Unfortunately, we were not able to locate an account using the email address you provided us. With that said, you can help me to locate this account by providing some additional information - any and all of which will be useful:  
  
  - The first 6 digits and the last 4 digits of the Credit/Debit card that was charged (This information can only be used to locate the account)  
  - Other email addresses 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 charges
  - 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 concerns, feel free to contact me right away.     
  
  Thank you for your cooperation. I look forward to hearing from you soon.

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

• Initial Complaint

  Date:06/01/2024

  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.

  On May 30, 2024, I clicked on an online solicitation ad that claimed it would answer any legal questions I had for a $5 enrollment fee. I signed up to ask a question and used my credit card to pay the fee. I saw on my bank statement today that I was charged $5 and another fee of $60. I contacted the business customer service chat box today and complained that I never saw anything about a $60 fee and they replied saying they absolutely could not refund the charge and referred me to the statement in the attachment below. I feel the justanswer.com purposely hides their fees and lures people in with the $5 enrollment fee which appears to be the charge for a trial of the service. It is very unscrupulous and shady.

  

  Business Response

  Date: 06/01/2024

  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 both your join fee and membership payment. These areshowing 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:05/31/2024

  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 website populated first during a ****** search of mine. I remember using them back in 2021 & didnt have any issues. Today though was horrific! Their online chat told me that Id have to pay $5 that would be refunded if I wasnt satisfied just like last time. I was then immediately directed to the check out link. Put in my bank info & was told my card declined. Strange but maybe I put a wrong digit in error & resubmitted. Declined again. Thought maybe a glitch so I used a credit card. Declined! Then got a text message from someone acting like my bank, ***** Fargo stating they blocked my card for security & asked if i approved a $51 charge & $75 charge. Then another text from someone pretending to be my credit card company asking if I authorized $41 charge! Instructed me to call to dispute charge & provided the number. I clicked the number & immediately knew once they answered that they were NOT ***** Fargo so I hung up! Then dialed my bank directly to a number I knew was correct. I called the number back after reporting to bank just to be sure it wasnt the bank. Played along with the prompts without providing any info until I finally reached a real person. She proceeded to ask for my account ************** not how the bank handles calls so I asked why she didnt have the number in front of her & then told her that it was because this was a fraudulent number from the justanswer webite who just tried to scam me & steal my money! I then said that I was reporting to law enforcement to press charges & theyd be hearing more of my name. She LAUGHED & said bring it and then hung up! Ive got screenshots of the online chat requesting $5, the text messages they sent & the actual charge hitting my bank account that I will gladly provide

  

  Business Response

  Date: 06/01/2024

  Hello ******,
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  We sincerely apologize for any inconvenience this may have caused. We would like to confirm if the staff you spoke with who laughed when you had a conversation with her was from JustAnswer. This is not the kind of experience that we would like to create for you. 
  
  Moreover, I am sorry to find out that you had trouble with your payment. It looks like you are trying to post a question on our website. However, the question did not go through because the payment was declined.
  
  There are a few reasons payments may be declined. Please review the following issues to see if any apply:     
   * The credit card number, expiration date, or security code has been entered incorrectly. Try re-entering the information as it is shown on your card. 
   * The credit card has expired. Ensure that the card information tied to your account is up-to-date and accurate. You can edit the card tied to your account, or add a new card, by visiting the My Account page. Simply scroll to the bottom of the page, click Use a different card and enter the updated card information. Here is a link to the My Account page: ************************************************************************;
  * The credit card account has insufficient funds. Call the toll-free number on the back of the card to ensure that the account has enough funds to cover the amount of the deposit.  
   * The credit card issuer has put a security hold on the card. Call the toll-free number on the back of the card to find out if there is a security hold on the card. Please be sure to let the card issuer know that you are trying to use the card on JustAnswer.com. After you call and verify that the card has not been compromised, the company should remove the security hold.   
  
  If none of the above measures succeed, please contact our Customer Support team if there is anything else, I can do to help. 
  
  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:05/31/2024

  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 asked a question in Just Answer after giving them my credit card for what they very clearly stated was a $5 fee. (I also and happily approved $20 tip for the technician.)I then discovered that JA charged my credit card $47 for a monthly membership (an outrageous price unless youre managing a bunch of houses btw). I cancelled immediately but the charge is still ************ unable to cancel it.Is this legal? Dont I HAVE to explicitly approve a charge to my card?? Also, I dont even SEE a $5 charge! This is extremely dishonest & Im sure a lot of people are charged that outrageous fee for months before they notice!I would never agree to $47 for answering one question

  

  Business Response

  Date: 06/01/2024

  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. 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:05/31/2024

  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 signed up with the service with the belief I'd be paying $5 to try the service. Just today I've learned I'd been charged $51 on top of the one-time $5 because I'd asked my first question through the service. To the best of my recollection and in the 15 odd minutes I've been looking at their website just now, I don't believe my second charge was ever mentioned, let alone advertised in any honest, upfront way. I'd like a refund and I'd encourage your organization to look into their conduct, thanks.

  

  Business Response

  Date: 06/01/2024

  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 the membership is not eligible for refund as stipulated under our Terms of Service, as a courtesy to you, I have issued a refund of your payment. The funds are made available to your bank the next business day. However, it may take 3-5 business days to release the funds back to your account depending on their policy. Moving forward, you will not see any recurring membership 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:05/31/2024

  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 went onto JustAnswer.com to ask a question regarding my job. They specifically told me it would charge me $5. It sent me to the payment screen which said nothing about a price and that I was signing up for their free trial. It then charged my card $57. I spoke to customer service and they said they refuse to issue refunds.I wouldn't have done this if they told me the price to begin with. I was told $5, but they took $57 out of my account. I want a refund of the money.

  

  Business Response

  Date: 06/01/2024

  Hello ******, 
  
  Thank you for sharing your JustAnswer experience via BBB. 
  
  I apologize for any inconvenience.  When you submitted your question on JustAnswer, along with your email address, the site recognized that you previously used our service on April 1, 2024 .  When you returned to the site on June 1, 2024 to ask a new question the site would have shown you a Welcome Back message, along with the cost of posting a new question using membership benefits.    
  
  The monthly membership payment allows you to ask unlimited questions in over 100 categories for 30 days.  Renewal of the membership can be cancelled at any time.  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis.  For example, the price of the question you posted has a value of $36.   
  
  We hope in the future that you will avail yourself of the service and see how convenient it is to be able to contact verified doctors, veterinarians, lawyers, accountants, mechanics, and a wide variety of repair people such as computer techs, appliance techs, electronics tech, etc.      
  
  As a courtesy,  I have canceled your $57 membership payment. 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.  
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance.  
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  The date of the transactions were on 4/29/24 for $55.00 and 5/29/24 for $55.00. I was having a problem with my Brother Printer and the advertising was deceptive in that it made it look like it was the original brother printer company. I clicked on the link and it took me to a credit card link indicating I would pay $1 but it did not indicate what the charge was going to be. They are now charging me a $55 reocurring monthly charge against my bank account. I chatted with the company about the problem and they sent me a link that I have attached that indicates "Fix your unathorized monthly charges now." They want you to fill in your credit card information and at the bottom when you hit confirm now you agree to a $55 monthly membership fee for each month. Of course I did not fill out the form since it was false advertising concerning fixing your unathorized monthly charges. I have asked my bank to reverse the $55 charge on 5/29/24. They have credited my account for the $55 until an investigation is completed.

  

  Business Response

  Date: 06/01/2024

  Hello ******,

  Thank you for sharing your JustAnswer experience via BBB. 
  
  You have contacted us and it appears you were attempting to contact Brother *******. I understand where the confusion is coming from and I would love to share more about the service that JustAnswer offers. 
  
  JustAnswer is a customer-paid question and answer service. Our goal is to help people save their time and money by providing 24/7 access to ******+ verified Experts in 150+ categories for a fraction of the cost of in-person professional services.
  
  Upon review, you were able to successfully auto -refunded all of your payments. The funds are made available to your bank the next business day. However, it may take 3-5 business days to release the funds back to your account depending on their policy. Moving forward, you will not see any recurring membership charges.
  
  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: 
  
  *************************************
  
  Thank you so much and have a wonderful day. 
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

   

• Initial Complaint

  Date:05/31/2024

  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 May 15th, I was seeking a simple answer of how to fix my ******** I was told that if I gave them my credit card info that they would charge my account $1 and I agreed. They did provide an answer but it did not help. The next day, I looked at my account and one charge of $46 and after that, the $1 amount. I was never told anything about $46 and was shocked! I contacted them and they said that the money was non refundable but they would unsubscribe my membership that Id never heard of ************ needs to be shut down for the scamming they do to innocent people simply looking for an answer to a question they have

  

  Business Response

  Date: 05/31/2024

  Hello ******,

  Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: *************************************

  I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

  Best,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

• Initial Complaint

  Date:05/31/2024

  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.

  First I was charged for a membership that I didn't ask for I was told that there would be a one time fee of $dollars I immediately called and canceled and that so called one time fee is still being charged I want these charges stopped immediately

  

  Business Response

  Date: 05/31/2024

  Hello *****,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

  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:05/31/2024

  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 contacted Just Answer in September 2023 with a legal question. I paid $55 fee understanding it was a one-time charge. Since then, I havent received any communication from them. Just today, I noticed a charge of $55 and reviewed my statements. At first review, I thought I had contacted them in January 2024 but a monthly fee has been charged since September 2023 for a total of $440. I called. Went through the computer for a refund. No option to speak to anyone. I then emailed. They stated I was refunded my latest charge and had cancelled my membership. When I said i had paid this by deception on their part, they will still only refund $55. There were no reminder monthly emails that my card would be charged, No advertisements from them. No follow **** No communication at all, Nothing to trigger that I was still paying this fee. Id like the balance of $390.$440 less the original $55 due to them for my original question.

  

  Business Response

  Date: 05/31/2024

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