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: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.

  I began to have random car trouble and decided to ****** the issues I was experiencing. I am single woman alone stuck in a thunderstorm and my car shuts off. I ran across the just answer platform and because chatting with a bot the things I was experiencing with my car in that moment in hopes of getting some sort of direction on what to do next. The bot suggested I speak to a live specialist who could answer my question over the phone instead of chat since it sounded more serious and that it would only be $5.00. I agreed because $5.00 for a one time question didnt sound too bad. She forwarded me to a payment screen where it tells you that there is a $5.00 question free for first time then $48 monthly. I went ahead and added my payment information then they processed to run my card for $5.00 as agreed then process my card again for another $43.00. They are not transparent at all. When I asked to speak with a rep the rep was rude tell me to calm down with no resolution. I let them know that I was not interested in their services and would prefer a refund and denied my request even after they were deceiving.

  

  Business Response

  Date: 05/31/2024

  Hello Arnasha,
  
  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 *********************
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  i asked a question from justanswer and they wanted $1 so i gave it to them with my bank debit card. may 21st 2024 was the date-i just discovered now that they also took $28 and i have no idea why. i did not ask for anything else nor did they ask me other than did i want to send a bonus to the 'person' who helped me and i did not. all i want is the money back and stop doing this to me. if i cancel the debit card i will have to contact social security because my benefits go there and there will be a delay. also i dont live in ***, i am here now until june 8th only and my card would have to be sent to ***** and that takes forever. i need to pay for things here while i am here and i need to use the card. the bank is not willing to help me and suggested i call the website and from reading about them on your site i can see that is going to be a night mare. this place is getting a good rating from you and you should throw them off the site other than keeping the complaints so other people will not be duped.even if i take the money out of the account the bank will send it to them and then charge me an overdraft fee-i cannot stop them and they are not there now.i hope you can stop these creeps. they have been harrassing me with spooky messages and tried calling me too even before i knew about this. the reason i came to your site was to complain about that and then when i found out other people were being robbed, i checked my bank account and i too am a victim.

  

  Business Response

  Date: 05/31/2024

  Hello ****,
  
  We're sorry for the experience you had with JustAnswer.
  
  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 *********************

  Customer Answer

  Date: 05/31/2024

  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:05/30/2024

  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.

  I called this service once and was told there was a one-time fee. That was a lie.
  
  Unbeknownst to me, they signed me up for some kind of monthly service, without even sending any kind of confirmation email, and have been charging me $35.00 a month for 6 months.
  
  I do not even have a username or password for their system. They gave no indication that it was a monthly program.
  
  Frankly, this company is a fraud!

  

  Business Response

  Date: 05/30/2024

  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,
  
  Angela, J* Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  may 2024 JUSTASK i asked my question, got answer. i thought it was 5$ one time .but i got nailed extra 55$ monthly membership fee that is only mentioned in fine print.unfair unfriendly

  

  Business Response

  Date: 05/30/2024

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

  Customer Answer

  Date: 06/01/2024

  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:05/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction is today, 5/30/2024. I agreed to $5 but the business charged me $65. The business lead me to believe that a $5 signup fee would allow me to ask a legal question and get legal advice. I was charged a $5 signup fee AND an additional $60 membership fee. I reached out to the business today to try and get this resolved but they told me they would not reverse the $60 membership fee. The Order ID ************. I see in the email they sent me that they were charging me $5 and the additional $60, however, this fee was not made clear prior to processing my payment.

  

  Business Response

  Date: 05/30/2024

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

  Customer Answer

  Date: 05/31/2024

  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:05/30/2024

  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 used this service one. Contacted the service after and cancelled my membership. Have not used the service since. Have been billed $40/month since. I wish this billing to stop and a refund made.

  

  Business Response

  Date: 05/30/2024

  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,
  
  Angela, J* Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  Canceled subscription and requested a refund. I was told no refund.

  

  Business Response

  Date: 05/30/2024

  Hello William,

  I'm happy to help with your concern.
  

  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,

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

• Initial Complaint

  Date:05/30/2024

  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 April 25, I went to BBB website to check on a business that I thought was not real and were trying to scam me. On the BBB website, it opened to a chat with an attorney for an answer to my questions (Just Answer chat and not really BBB). They asked for my financial information to pay for the chat. It appeared on my credit card statement on April 25 as $60. The chat was worthless and did not really help me with my original question. So I thought that was $60 wasted. On May 25th my credit card statement showed another $60 to Just Answer. There is no place on their website to make a complaint or to get a refund. I don't want this cost of $60 to continue. I thought I was speaking with BBB, but not so. I finally called my BBB local office and was told that the original business I thought was not real and a scam was confirmed. The Just Answer chat did not help me, but I continue to get charged ($60 on April 25 and May 25. I want this charge to be cancelled, and no more payments to them on my credit card. There was no mention to me at all of an ongoing cost from Just Answer. I was never told that the cost would be ongoing. No mention of membership or contract. And when I checked their website there is no place to cancel a membership. I see these as fraudulent charges.

  

  Business Response

  Date: 05/30/2024

  Hello Judy,

  I want to rectify this concern for you.
  

  I have refunded the two membership fees. 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,

  Julie, JustAnswer Customer Care
  ********************** **
  ************ ******
  

• Initial Complaint

  Date:05/30/2024

  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.

  May 29, 2024 I went of JustAnswer to get information on a lock. Their website said a charge of $2 would be needed. So I (foolishly) gave my credit card number. I checked and found that their charge was $66. So I immediately contacted them and demanded a refund and cancel of membership. They cancelled membership, but refused the refund the $66 taken from my credit card.

  

  Business Response

  Date: 05/30/2024

  Hello ***,

  I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site.
  
  Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership.

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

  Customer Answer

  Date: 05/31/2024

  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:05/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JustAnswer service has an issue with the way it offers services and hides the fact that its a membership service. I used the service to ask a question about a generac generator repair. I thought it was a one time payment for service. That is on me for missing the small print or notifications that its a membership. But this company doesnt send a confirmation of any contract, monthly emails, receipts or any other way to show you that your being charged monthly. So if you honestly thought it was a one time payment and didnt notice your CC being charged this company is very happy to collect your money every month. Im sure this happens on a daily basis and they are aware of the issue. How can a company charge monthly and not send you a payment confirmation or receipt? If they did this it would eliminate charges people were unaware of. Ive been charged over $400 for a question they never successfully answered. Im frustrated that Ive been what I feel scammed out of hard earned money. They can say that I accepted the conditions when I first accepted the service but they need to do better to notify people on a monthly basis that theyre paying for a service. I would like to be refunded for half of the payments

  

  Business Response

  Date: 05/30/2024

  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 nine additional membership charges and verified that your membership has been turned off. Please let us know if we can assist you further.

  Best,

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

  Customer Answer

  Date: 05/30/2024

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