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:05/19/2024

  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.

  Just answers advertised 5.00 to get help with a question. I agreed to the 5 dollars and they charged me ***** for membership that auto renewed. Very deceitful and unethical, unclear and immoral goes against any business ethics.

  

  Business Response

  Date: 05/20/2024

  Hello ******,
  
  I'm glad to assist you.
  
  In checking your account, I see that you've sucessfully requested a refund of your payment from your end on5/19/2024. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:05/19/2024

  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.

  Tricked into signing up for $71 membership on page that says a question is $2 and fully refundable. Immediately contacted them saying I had no intention of buying a membership and was to the small print stated membership fees are not refundable. Yet the page says fully refundable. Apparently that only applies to the $2.

  

  Business Response

  Date: 05/20/2024

  Hello ****,
  
  We apologize for any inconvenience you've experienced. 
  
  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: 05/20/2024

  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. BBB is fantastic after refusing my direct request 5 times, when I went through BBB they refunded me immediately.  Many thanks. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having being charged an Uber cancellation fee of $5 (the driver went to the wrong addressUber recognized the problem and refunded the charge) I went to ****** to speak to an Uber agent, or so I believed. Somehow the person who I was chatting with connected me to an Expert. I gave them my **** # thinking the cancellation charge would be removed. Instead, I was on a Just Answers site and they were charging me $5 for an answering fee and several hundred dollars for a one year membership. I complained about the charges and said it was a scam, (interestingly enough the person I was dealing with acknowledged it may look like that and gave me the number to cancel. I called and received an email that same day telling me my annual membership was canceled. When my **** came there was no monthly charge but a $5 charge for the question. I paid the $5 because I felt the guy who I dealt with was straight with me. Today, one month later, , I got an email from a **** who told me my membership will be canceled and all I will be charged just $55. I sent him the April 19 email which clearly says my membership has been cancelled. (****) did not acknowledge the email and continued to say I owe the money. I told him I will report them to **** and ****** if I see that charge on my next **** bill. That did not deter (****) who explained I had signed up when my credit information was asked for. Whats interesting to me is that a so-called legitimate company doesnt reveal their last names, nor did I see an address. This is obviously a scam operation and should be shut down. Any help you can provide will be much appreciated.Thank you, *********************

  

  Business Response

  Date: 05/20/2024

  Hello *****,
  
  I'm sorry for any confusion. We advertise on search engines, so one of our advertisements might have appeared when you were searching for an answer to your Uber inquiry.
  
  In checking your account, I see that **************** already refunded your membership payment on 5/19/2024. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 05/20/2024

  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.  Just Answers responded immediately following your inquiry and are processing the $55 refund which will appear on my **** account in two to three days. As an aside, it appears to me that this company is very familiar to these kind of complaints. They are preying on older people, (I am 89 and in hospice care), and needs to be shut down. Much appreciation for your help. I have much respect for your expertise.

  
  Sincerely,
  
  *********************

   

• Initial Complaint

  Date:05/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used justanswer to get information on adjusting my stove oven temp. It was supposedly $5 for the answer. I had no idea that it would cost me anything more. I was shocked when I saw a charge i. April on my credit card for an additional $30. I then logged in to cancel and thought I was successful but was charged $30 again in May. I contacted customer service and was told that I could not get a refund. I know for a fact now that it is canceled but I am out $65 for a $5 answer. This is a rip-off site

  

  Business Response

  Date: 05/20/2024

  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: 05/20/2024

  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:05/19/2024

  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.

  Their website says all over the place five dollars for a question from illegal expert. Then when you go to sign up, they sneak in a $60 membership fee absolutely not acceptable. Im so tired of these companies with their sneaky monthly billing

  

  Business Response

  Date: 05/19/2024

  Hello ******, 

  Thank you for sharing your JustAnswer experience via BBB. 

  I'm sorry to hear that you didnt receive an answer that satisfied your question. This is definitely not the experience that we want to create for our customers. But I am glad you contacted us so we have the opportunity to rectify this.  

  Meanwhile, the Experts who answer our customer questions are verified by an external source to ensure the proper licensing, credentials, and education are in place for their area of expertise. Additionally, they are required to complete a series of exams so we can ensure proper and up-to-date knowledge.
  
  Moreover, 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: 
  
  *************************************
  
  Furthermore, 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:05/18/2024

  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 4/12/24, a pop-up offered an answer to a tech question I had googled about for $1. Yes, I thought...worth it. The details about this also automatically enrolling me in a $40/month subscription service were well hidden. Such a scam. I just received my credit card bill today and see subsequent charges for $40 on 4/12 and 5/12. I've called my "subscription" but am angry that this scam cost me $81. There are SO many complaints about JustAnswer...it is so clearly employing deceptive business practices. Why can't you shut them down??

  

  Business Response

  Date: 05/19/2024

  Hello *****, 

  Thank you for sharing your JustAnswer experience via BBB.

  We would love to help you out however, we were not able to locate an account using the email address you provided us with. 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 charge(s)
  - 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. 
  
  Your cooperation is greatly appreciated.I look forward to hearing from you soon.

   

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

  
  
  

• Initial Complaint

  Date:05/18/2024

  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 needed answers about my Brother printer and connectivity via USB. I responded to an add that promised that I would be connected to a Brother Printer Specialist. Once I agreed to pay $40/mo for the service I was connected to a pewrson who knew nothing about Brother printers, and who wasted well over an hour of my time and never solved my problem or answered my question. This was deceptive advertizing at the least and outright fraud at the most.

  

  Business Response

  Date: 05/19/2024

  Hello ****, 

  Thank you for sharing your JustAnswer experience via BBB.
  
  I understand where the confusion is coming from. 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. 
  
  While we do have Experts that can answer your Printers question, it appears that you meant to connect with Brother for assistance. Please know that your question has been closed and your payment has been processed for refund. 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.     
  
  If there is anything else I may assist you with, please let me know and I would be happy to help.

   

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

   

   

   

   

• Initial Complaint

  Date:05/18/2024

  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.

  This site has been charging my bank account $59 a month and I did not authorize this action. I used this site our app for a one time use. Now looking over my account it has been .months of un authorize charges.

  

  Business Response

  Date: 05/18/2024

  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 most recent charge. 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:05/18/2024

  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 bought a combination electric toothbrush and flosser through Amazon. When the toothbrush stopped working I reached out to Amazon for help. I do not know how I got onto the Justanswer website and I don't know how they got my credit card number. I didn't notice the charge on my credit card for two months as I have it on automatic payment. Justanswer never gave a resolution to my question yet they kept charging my credit card. I wo would never have given them my credit card number. I would like to get my $115.00 back as they did nothing to help me and I did not authorize this charge.

  

  Business Response

  Date: 05/18/2024

  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 most recent charge. 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:05/18/2024

  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.

  They tell "You'll only be charged $1(Fully refundable)", then IMMEDIATELY send you to a signup page. Once you submit your info they charge you $30 (which in my case caused me to overdraw!)

  

  Business Response

  Date: 05/18/2024

  Hello *******, 

  Thank you for sharing your JustAnswer experience via BBB. 

  I hope your day is going well. 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, upon reviewing your account, you were able to successfully autorefunded your membership payment on 5/18/2024. 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 *******************