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:05/09/2024

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

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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 18 I signed up for a subscription to Just Answers unlimited question service that provides "unlimited answers" to questions for a one-time fee to join of $1 and then a recurring fee of $28 for the service. My card was charged for the month starting April 18, when my service began.On May 1 in the middle of the night I began to receive messages that my account had been cancelled. I did not terminate my acct. When I attempted to reactivate, I was attempted to call a phone ****** for customer support. The agent on the phone insisted my acct was active, even though I relayed that it was not. The call ended abruptly without resolution. After that point, I was instructed to pay for answers at differing amounts by a prompt that read that I had "reached the maximum ****** of questions" for my unlimited membership. I have reached out to customer service via phone and chat a few times as I try to get my acct reinstated. Each time customer service will shut down the communication before anything is resolved and customer service is unable to provide in writing whether there is a maximum ****** of questions for the unlimited service (which suggests no limit). I have been without service since May 1 and wish to have my acct reinstated. If there is in fact a max ****** of questions then I can certainly work around that policy. But it's not clear -at all. This company is living up to all the expectations I had based on other member feedback about lack on company policy transparency and its very disappointing

  

  Business Response

  Date: 05/09/2024

  Hello *********,

  I apologize for your experience.

  Would you please look for an email from ******* that was sent on May 2nd. She included a coupon link that you can use to continue asking questions on the site until your membership renews on May 19th.It would reference number *******.
  

  Please reach out through my contact information if you need additional assistance.

  Best,

  *****, 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 was told they would charge a "fully refundable $5 fee" and they charged $46 more. Their "expert" had no accreditation listed, and she just sent me links to paid people -tracker sites.

  

  Business Response

  Date: 05/09/2024

  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 the membership charge 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: 05/11/2024

   
  Complaint: 21688673
  
  I am rejecting this response because: you sent me communication that you would cancel the account, wanted a second chance at no extra charge, *and charged me again*
  
  
  
  *************************

  

  Business Response

  Date: 05/15/2024

   Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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: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.

  On May 08, 2024. I went to their website and they offered me a trial for $5. They then charged me an additional $46 without telling me. They said I agreed to it, I did not. I agreed to a $5 charge for a trial. The $46 was never shown anywhere before confirming payment.

  

  Business Response

  Date: 05/09/2024

  Hello ***,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: *************************************

  I have refunded the membership charge 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: 05/10/2024

  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.

  *****Please note, that, contrary to your response, I did not receive any indication of the extra $46 that would be charged alongside the $5 trial fee. This is a consistent story among the PLETHORA of other complaints against you. Whether this is a technical issue or simply dishonest business practices, you need to resolve this.

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

• 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 googled a question and received an offer from JustAnswer to get answer for $1. I received answer bit in couple of weeks I noticed I was charged of $46. I was not happy to see it but thought ok that was not what I was told I will be charged thinking thats the only charge I will receive from them. Unfortunately in couple of months I noticed another 2 monthly charges from Just Answer for similar amounts (each amount was slightly different). I called Just Answer however, they refused to refund me unauthorized membership charges at least for the last 2 months.

  

  Business Response

  Date: 05/09/2024

  Hello *******,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: *************************************

  We have refunded the membership payments made within the last 90 days as a courtesy to you. The funds will be made available to your bank on the next business day. However, please note that it may take your bank 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.
  

  Best,

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

• Initial Complaint

  Date:05/08/2024

  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.

  April 25, 2024 I clicked on a link supposedly to chat with Spectrum support. An automated front end collected details of my issue and informed me it was connecting me to Justanswer ans I woukd be charged $1. I agreed, with reservations since I had the recurring charge/no warning issue for 3 months fall 2022 with no acknowlegement of Justanswer's involvement. I cancelled successfully on discovering the recurring payments on that occasion. The April 25 session completed without a resolution; I expressed intent to cancel immediately and was given a link to ******** Services, who cancelled my membership and texted me to that effect. Checking my bank records I discovered not only the $1 charge which i authorised but a $46 theoretically recurring charge. I called the service number link in tbe bank's transaction record and was informed by an automated response that my membership had been cancelled, transaction JA190193. I was handed on to an agent at my request and informed her I had filed a dispute with my bank re the $46 charge. the dispute will take months to process. Justanswer customer services would not explain the unauthorized charge despite the automated response with the transaction number for the cancellation. If I receive a refund of the unauthorized payment I will cancel my bank dispute. I have disabled the card.

  

  Business Response

  Date: 05/09/2024

  Hello ****,
  
  We're 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 Spectrum inquiry.
  
  I've refunded your membership 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 *********************

  Customer Answer

  Date: 05/09/2024

  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:05/08/2024

  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.

  2024 Complaint Type:Billing Issues with JustAnswer Company Status: JustAnswer.com has been charging me a monthly fee of $46.00 for three months without my authorization. I initially called the company on March 7, 2024 to ask a question about ******** policy and was told that I will be charged a one time $1 and they were going to credit it back to me. The company never mentioned that I needed to join a membership in order to get an answer to my initial question. I asked ******************************* of JustAnswer a question about ********. I never joined the JustAnswer Company membership. On May 7, 2024 my credit company called me to let me know that a suspicious charge of $46 was charged on my credit card in May. I also found out that the JustAnswer company also charged me an additional charges of $ 46 for March and $46 for ***** for a total $138 without my permission. I called JustAnswer customer service and was told that they will not reimburse me even when I didnt sign up for this membership nor do I use the service except for the initial question in March, 2024. I was able to cancel my membership on May 7, 2024 and they agreed to not charge me anymore, but they refused to reimburse me the $I38 they charged me without my permission for March through May. I believe that this type of a business is very deceptive because they never informed me or ask me to join the their membership. I want the company to refund all the the 3 months fees from 3/7/24 to 5/7/24 of $138. I have not used the services except one time initial call on 3/7/24. I also had to cancel my credit card and get a new one which was an inconvenience.

  

  Business Response

  Date: 05/09/2024

  Hello ******,
  
  We apologize for any frustration caused by your experience with JustAnswer.
  
  We've cancelled your most recent 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.
  
  We've also refunded the other membership charge. 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: 05/09/2024

   
  Complaint: 21687071
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/08/2024

  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.

  It was stated before I put my card in that it would only be one dollar and then they charge my card a five dollar initial charge and then $35 for a membership

  

  Business Response

  Date: 05/09/2024

  Hello ******,
  
  Your happiness is our priority, so we apologize that we fell short.
  
  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 *********************

  Customer Answer

  Date: 05/09/2024

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