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:04/16/2024

  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.

  My car would not start the evening of 4/15/24. Most businesses are closed or unreachable and AAA could not get to me in a timely manner. Im looking up ******** roadside assistance, Just Answer came up. I thought it was part of this roadside service. They promised a $5 refundable fee. That same evening, I was charged both $5 and $39.00 and there was no response to my question submitted about my car. Beware of this service and their misleading Advertisements.

  

  Business Response

  Date: 04/16/2024

  Hello ******,
  
  Thank you for reaching out! I wanted to let you know that there's an answer ready for your question *******************************************************. Whenever you're ready, feel free to take a look, and if you have any further questions or need clarification, don't hesitate to ask. We're here to help!
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  
  
  

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21581681
  
  I am rejecting this response because:

  This response has nothing to do with the complaint filed with the BBB.  I am complaining that I was charged $5 (which was stated would be refundable upon signing up for the app) and then charged $39, which was never disclosed to begin with.  The response is a generic response to my questions regarding my car, my reason for downloading the app in the first place.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/19/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21581681
  
  I am rejecting this response because: I was also charged $5.  Your ad says this $5 is refundable.  I want my $5 to be refunded.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/22/2024

  Hello *******,
  
  Thank you for your reply.
  
  We've refunded your $5 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: 04/25/2024

  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:04/16/2024

  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.

  On 03/14/2024 I was searching via internet where to get appraisal for painting. I guess it was pop up pay $ 1.00 fee for this just answer. Once I put my apple card info in I was livid to see $61 charge and immediately disputed with apple.. I did not know nor did I receive any confirmation that I signed up for monthly membership. After disputing with Apple I saw charge reversed but did not see it was a pending or temp credit until yesterday received another $60 charge.. I had no clue what my username was and used a few different email address with forgot password until it finally recognized on and let me change password I never remember creating in first place Oncelogged in requested cancel membership and requested refund never used . Received message membership canceled but no refund . After researching .found I am definitely not the only one this business duped several people same issue thought paying $1 or $5 then charged $25 to $55 . I want a refund for the $60 robbed me of April 14th plus $60 billed on April 15This was nothing but trickery and I am not happy at all.

  

  Business Response

  Date: 04/16/2024

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your Antiques question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:04/15/2024

  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.

  4/13/2024 I said get an answer for just $1. No mention of it being an enrollment fee. I chatted with a CPA who agreed I was **rrect then a volley of e-mails afterwards including him thanking me for the $12 tip. Then I got a wel**me message with a temp password which I ignored. I was busy so I just glanced at it and the other 5 emails Turns out there is no trial. The $1 immediately triggers a $46 membership and that is on the wel**me email in tiny tiny print going vertically down the right side of the wel**me message with the temp password. I didn't sign up for anything that said a membership. If I did by putting info they needed for the $1, ot was not clear Most of these sites provide at leat a 7 day trial. I just looked at website and it says you have 30 days to cancel. And that was hard to see. I canceled next day they wrote o can still have questions answered until May 12th but no access to membership benefits. I was just finally doing taxed and had one single item to **nfirm.. never again. I **uld have used Rocket Lawyer for nothing. I can't believe they charge at the same instant and if it says anywhere when you are putting in your card number that it's an enrollment fee, I sure can't see it. I had checked it's a legit ** but it's deceptive

  

  Business Response

  Date: 04/16/2024

  Hello ******,
  
  We're here to help you out. 
  
  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: 04/16/2024

  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:04/15/2024

  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.

  On 4/15/2024, I came across the **************** stating I may receive legal answers with a small fee. The initial screen shows that we just need to pay $5 fee for the question. I was instantly charged $60 to my card which caused an overdraft to my account. JustAsk portal has a Refund section stating, "At JustAnswer, our first priority is to ensure you are satisfied with your experience. We almost always find a way to help every customer, but if not, please contact ********************** with ************* told me I do no qualify for a refund and disconnected our chat session prior to allowing me a response. I don't see where they ensure we are satisfied with our experience, mainly when one is mislead to paying $55 more than expected. The wording is very deceptive and almost fraudulent.

  

  Business Response

  Date: 04/16/2024

  Hello *******,
  
  We're ready to lend a hand. 
  
  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:04/15/2024

  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 contacted "Just answer" needing help on a question. It said $5, ok so registered and paid $5. Nowhere did it say it is $5 plus an additional $46. I agreed to pay $5.Looked at bank statement and the $5 I agreed to pay was showing, plus a seperate charge of $46 I never agreed to pay. This is deceptive practices and against the law.I just want my $46 back I did not agree to pay.Contacted "Just answer and they said I am not eligible for a refund. I'm sure they tell everyone this hoping they leave it at that. So contacting Just answer customer service was no help. Coming here for help. I would never have agreed to $51 just to ask a question. I see many complaints for the same thing. Just Answer defrauded me of $46 with deceptive trade practices.Give me $46 back to resolve this issue.Note uploaded a screenshot of the chat chatting with customer service. As you can see it's lock by just answer. Very deceptive and taking money that people are not agreeing to pay.

  

  Business Response

  Date: 04/16/2024

  Hello *****,

  We are very sorry that there was any confusion over the offer that you accepted when you posted your question on the site.  I reviewed your account and found that the offer you accepted when you posted your question was for $5 + $46.  The $5 is for a sign up fee.  The $46 is payment for ****************************************** any category, where renewal of the membership can be cancelled at any time.
  
  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis.  For example, the price of the question you've posted has a value of $31.
  
  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:
  
  *****************************************************************************
  
  In the future we hope 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 $46 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 **********************

• Initial Complaint

  Date:04/15/2024

  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 am being charged $65.00 by JustAnswer.com and I did not sign up with them.This is fraud.

  

  Business Response

  Date: 04/16/2024

  Hello ******,

  We're very sorry for any inconvenience. It looks like you were unaware of the recurring membership on your account. Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the recent $60 membership payment for you. 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.

  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,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:04/15/2024

  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 4/5/2024 I came upon just answers when I had some real estate law questions. I signed up for their service which I was under the impression cost $5/month. So I entered my credit card, and did get a legal answer to my question. But I never agreed to pay $60, in fact I specifically remember clicking no. When I called customer service, they said I agreed to a monthly membership for $60/month and it's in their terms and conditions that I agreed to. I was misled and would like a refund of my $60

  

  Business Response

  Date: 04/16/2024

  Hello *******,

  We are very sorry that there was any confusion over the offer that you accepted when you posted your question on the site. I reviewed your account and found that the offer you accepted when you posted your question was for $5 + $60. The $5 is for a sign up fee. The $60 is payment for ****************************************** any category, where renewal of the membership can be cancelled at any time.

  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis. For example, the price of the question you've posted has a value of $36.

  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:

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

  In the future we hope 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. The funds are made available to the 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.

  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,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:04/15/2024

  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.

  Today, April 15, 2024, I looked online for the **** Faucet customer ******* number to ask a question. Without realizing that I had been directed to another site, that looked like it was ****, It popped up "Ask a **** Expert Online" at "****.justanswer.com" Then it said I need to pay a refundable fee of $5 for my question. After I gave my credit card info for the $5, I then was notified that I was billed $30 for a monthly membership fee to the ******* of **** Ask that has nothing to do with **** Faucets. Never was a membership fee of an additional $30 mentioned. I tried to cancel right away, but the site kept saying a sms text verification was being sent but never was. I was finally able to get into my unwanted account and request to cancel later in the day, But no where did it say how to get my refundable $5 back or my $30 that I never agreed to.I did get a text message from their expect to check if the water was on.After a found the number and contacted the real **** Faucets, they sent me out a replacement part.

  

  Business Response

  Date: 04/16/2024

  Hello ********,

  Thank you for bringing this to our attention.  We apologize for any confusion or misunderstanding.  I have refunded both of your payments for you.  You should see the funds on your end in 3-5 business days.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 04/16/2024

  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:04/15/2024

  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.

  My bank directed me to a third party as a faster option than waiting on the phone for the bank routing number. I dont recall at all signing up for Just Answer. I did not speak to anyone identified as Just Answer. I certainly did not sign up for any monthly charges. I believe they used my bank account information to create a fraudulent recurring charge to my bank. Now I cannot cancel the recurring charge because that would validate their continuing charges to my bank.

  

  Business Response

  Date: 04/16/2024

  Hello *******,

  I'm very sorry if you thought you were posting a question on a different website. Apparently you clicked on one of our advertisements or you may have reached our site through one of our affiliates. When you posted your question on our site you would have seen JustAnswer branding. Please visit ******************************************** to learn more about JustAnswer and how we provide professional services. We are a "people helping people" business. Again, I'm very sorry if it was not clear that you were posting your question on JustAnswer.com, instead of the site you intended to contact.

  I have cancelled your question page and have refunded both of your payments for you. 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.

  You will not incur further charges from JustAnswer unless you initiate them.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:04/15/2024

  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.

  Three weeks ago, I was on chat with a computer technician. He couldn't help, though he tried. I see that my Discover was charged $55. I did not know that chat triggered a monthly charge. I have no further need beyond the questions I asked the technician. Would you please remove the charge and ensure that I'm not charged in the future?

  

  Business Response

  Date: 04/16/2024

  Hello ******,

  I checked your account and found that one of our customer service agents refunded the $55 membership payment on 4/15/2024.  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 all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  Meg at JustAnswer *************

  ********************************************************** or call **********************