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:05/10/2024

  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.

  I used this service once. the advertisment stated "advice for a dollar". Next thing I knew I was being charged 60 a month for a subcription I never agreed to.I have tried severl times to"unsubscribe". But there does'nt seem to be a way to do that. Finally I got to a place that said "online chat". I tried that but they weren't interested in helping me , unless I paid 1.00!! to unsubscribe!!.

  

  Business Response

  Date: 05/11/2024

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

  Customer Answer

  Date: 05/11/2024

  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:05/09/2024

  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 use the JustAnswer tax service and I used it for intention of one time use. I did pay the one time fee through phone and I had no idea that I am subscribing for future months as well. on 5/9/2024, I was charged another $37 as monthly subscription fee. When I used the service first time, it never asked my permission and charging like this seems very "fishy". I would like to have my refund and let other users know about this company's practices.

  

  Business Response

  Date: 05/10/2024

  Hello Subhash,
  
  I'm ready to help. 
  
  I've cancelled your payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:05/09/2024

  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.

  May 9 2024 I was looking for info on my cat issues and this website came up. Just Answers. A chat box appeared and started a conversation and then it said for $5 I could ask a vet. I explicitly look for terms and didn't see any so I continued agreeing to pay $5. I was answered quickly and hung up. Then I received text about membership and after combing thru page after page I realized what I was charged. I immediately checked my credit card and there was a charge for $5 and $39. I canceled my membership and called customer service. She said there was nothing that could be refunded. This is a complete fraud. There was no mention of a $39 fee. After checking online I actually found there had been a class action lawsuit where they were found to only post the fee on their app and not from a computer and I was on my computer not an app. I always check for fees but this was absolutely hidden from the user.

  

  Business Response

  Date: 05/10/2024

  Hello ********,
  
  I'm here to help you resolve this matter.
  
  I've cancelled your payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:05/09/2024

  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.

  On 05/09/2024, I was told I was purchasing a consultation for $5.00 Instead I was charged a total of $65.00 and I was not able to communicate with a lawyer as promised. The business has promised a refund but there is no evidence of that yet. Order ID ************.

  

  Business Response

  Date: 05/10/2024

  Hello ******,
  
  I'm happy to help with your concern.
  
  This is to confirm that your payment has been cancelled on 5/9/2024. 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 *********************

  Customer Answer

  Date: 05/10/2024

  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:05/09/2024

  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 March 1, 2024, following an online search for legal inquiries, I found the JustAnswer page with free chat with a lawyer services and $5 payment. I started a chat with the AI assistant and was redirected to a payment page where a payment of $60/monthly fee was included with the $5. I put my card details and was connected to a lawyer, where I asked my question. At the end of the session, I was asked if I wanted extra services, I had typed I may need document preparation but decided against it as I did not think it was worth the $60/monthly fee. To my surprise I was charged the $60 and when I inquired, I was told I agreed to pay the amount. On their page, you can't proceed to chat with a lawyer unless you put your payment information and even though the $60 is bundled with the $5, at the time even though I was skeptical with the bundled fee, I had looked up their reviews and they seemed legit and even recognized by BBB. I believed it was a precaution to protect the business so customers who used the services beyond chatting with a lawyer can be charged accordingly and proceeded in good faith. They refused to refund my account despite requesting a refund.

  

  Business Response

  Date: 05/10/2024

  Hello Anwuli,
  
  We apologize that you had this experience with JustAnswer.
  
  I've processed your request and refunded your payment. 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:05/09/2024

  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 searched for legal advice and found Just Answer online and in order to be connected they asked me for my credit card information which I was hesitant to give but it said it would be a one time refundable charge of $5.00. After being connected to a live agent I received an answer to my question. After the chat closed I was sent a pop up saying I was charged $46 and would be charged monthly. I would have NEVER asked for legal advice if I even thought I'd be charged such a ridiculous amount. This is seriously bad business and I want my money back the $46 and the $5. I AM FURIOUS!! I work hard and work paycheck to paycheck and having some scammers who are not up front with these charges is ludicrous!!! I want my money back and I don't want this fee to keep coming out of my bank every month, it's just wrong in so many ways!!

  

  Business Response

  Date: 05/10/2024

  Hello ***,
  
  We're sorry for the experience you had with JustAnswer.
  
  In checking your account, I see that **************** already cancelled your payment on 5/9/2024. 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:05/09/2024

  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.

  On April 18th, I was told I could speak with an attorney to help with my question for only $5, which I accepted. Was never told there was a membership fee or that I was signing up for a membership for $60 additionally per month. I've tried contacting someone, anyone human to get refunded but am only able to get to an AI bot that has the same answer to every question explaining what Just Answer is. Evidently I some how got my membership cancelled, so no additional charges will be deducted but I feel I should be credited $60 That I never agreed to. Very snaky & predatory. I'm tired of businesses getting customers this way. If the companies service or product is good then they shouldn't need to be deceptive about there fees.

  

  Business Response

  Date: 05/10/2024

  Hello ******,
  
  Let me work on resolving this for you.
  
  I'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: 05/13/2024

   
  Complaint: 21691284
  
  I am rejecting this response because:

  I will accept this resolution if & when the money is back in my account and as of day 4 it has not yet posted back into my account.

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

• Initial Complaint

  Date:05/09/2024

  Type:Order 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 am filing a complaint againt Justanswer.com. We never seek answers from them and were not their customer. Now we discovered that somehow they must have used AI to find our sensitive and private information about our financial issues and post a series of questions on their website using our actual information such as our home address, former business name and location. It is very upseting and horrifying to see it on the internet. Please make them remove from their website.Here is the link. ******************************************************************************************************* is very personal information. Violating our privacy. They are criminals. I've been laid off from my job for 19 months and I realized that *** be because of this information on the internet I am not getting the job. Please act ASAP. Thanks.

  

  Business Response

  Date: 05/10/2024

  Hello Ni Ni,

  Thank you for reaching out to us.  I can assure you that AI was not involved in posting your personal information on JustAnswer.  This is likely a forgotten question page, your question was posted on August 12, 2021.  The ** address of the person posting the information was recorded.  If you would like to have that information you can send an email to ******************************** from **************. 

  I have locked your question page for privacy and have sent a request to ****** to remove the cached version of your question page from their search results. Unfortunately, we do not have any control over how quickly ****** responds to our request. In any case, the cached version of the page will be removed the next time ****** crawls our site. That should happen at the very latest in 3-4 weeks. If anyone were to click through on a link to your question page they will see an error message that the content is no longer available.

  I hope that all of your concerns have been addressed.  Please let me know if you need further assistance.
  
  Best regards,
  Meg at JustAnswer Customer Care
  ******************************** or call **********************

• Initial Complaint

  Date:05/09/2024

  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.

  This is an online ask a doctor for help. I was extremely sick (Sore Throat) one evening and didn't want the expense of an ER visit. I researched online and found this business. I entered as much information as needed and waited, someone finally responded and asked a few questions and I answered them. I was put on hold and someone who claimed to be a doctor came on the phone, asked all the questions again and told me to gargle with salt water. At this point I understood that I was paying a service *** of $5 plus a doctor *** of $46. At no time was I told this was a membership and that I was agreeing to a monthly *** of $46 for absolutely nothing. I have had not contacted them nor have I received any contact from them other than the original night. I have been charged and additional $46 for the last two months and just realized when I was looking at my credit card statement. I contacted them and got someone who barely speaks English and was told no way for a refund as I agreed to a contract. I told him that I didn't but he stated by using their services I did agree. This is a very fraudulent company who takes advantage of people when they are sick. I would have never agreed to a membership to something like this when it was a one time situation to avoid going to ER

  

  Business Response

  Date: 02/13/2025

  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, we 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:05/09/2024

  Type:Customer Service 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 entered a question into the chat bot and was told I would be connected to an "expert" to answer my question for a $5 membership fee. I entered my credit card information and was charged $60. SIXTY DOLLARS. I immediately contacted their customer service chat BEFORE I received any service from them, and was told my account "was not eligible for a refund". I was willing to pay the $5, but NEVER agreed to pay $60. The "customer service agent" told me that the price was listed on the payment page. I asked where it was listed and was just told that I "agreed to it". I did NOT. I agreed to pay $5 and was scammed out of $55.

  

  Business Response

  Date: 05/10/2024

  Hello *****,

  I apologize for any inconvenience.  When you submitted your question on JustAnswer, along with your email address, the site recognized you as a former customer and instead of charging you the join fee plus the membership payment, you were only charged the membership payment. The site would have shown you a Welcome Back message, along with the cost of posting a new question using membership benefits which allow you to ask unlimited questions in over 100 categories for 30 days.  Renewal of the membership can be cancelled at any time.   
  
  The monthly membership payment allows you to ask unlimited questions in over 100 categories for 30 days.  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 $28.  
  
  Here's a list of over 100 categories that are covered by the membership program where you have all kinds of verified Experts at your fingertips:   
  
  *****************************************************************************
  
  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.     
  
  Your $60 payment has been refunded for you.  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.
  
  Moving forward, you will not see any recurring membership charges.  If you would like to reactivate your membership in the future, please send your request to our customer support team at ***********************************  
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance.

  Best regards,
  *** at JustAnswer Customer Care
  ********************************************************** or call **********************

  Customer Answer

  Date: 05/12/2024

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