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:04/14/2024

  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.

  Several months ago I asked a question for which I was charged. JustAnswer continued to take forty six dollars from my account monthly. I ask that they cease taking money from my account and refund all monies taken since my original question fee.

  

  Business Response

  Date: 04/15/2024

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

• Initial Complaint

  Date:04/14/2024

  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.

  On 4/12/2024 I saw JustAnswer.com wanted $1.00 for me to ask a professional mechanic a question and just noticed today that they charged me $30.00. I cancelled my membershitp and asked for a refund. They said they wouldn't give it because I agreed to it. I didn't agree to it. I agreed to $1.00.

  

  Business Response

  Date: 04/15/2024

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

  Customer Answer

  Date: 04/15/2024

  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:04/14/2024

  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.

  Was looking for some help on a tax question and came across JustAnswer on an internet search. I paid the initial $5 to be able to ask a question and then an additional $52 to speak with one of the accountants on their platform. The accountant was great and tipped her another $50 for her time and detailed answers. When I checked my credit card, what I didnt realize was a charge that occurred for $55 for a membership I was unaware of being charged for. I didnt mind paying for some help but this membership charge was not transparent when I was on their web platform. I clearly was forthright in paying for some professional advice but this additional charge was sneaky for lack of a better adjective. Im sure Im not the first one to be lured into this. So unfortunate as the help I received was truly excellent and now I cant recommend this business to anyone. They need to be much more clear with the charges and not hide them in some small print somewhere.

  

  Business Response

  Date: 04/15/2024

  Hello *****,
  
  I'm pleased to assist you with your issue.
  
  I've refunded your membership 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: 04/19/2024

  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:04/14/2024

  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 have a leaky apartment window and saw that I could get an answer from a AI bot for $5. Then they scammed me out of $46 with a hidden monthly fee that I never agreed to. I asked for a refund and they said that they are BBB approved and did nothing wrong. I am reading many reviews like mine so I know that it is a scam. I would like a refund.

  

  Business Response

  Date: 04/15/2024

  Hello *******,
  
  Thank you for reaching out to us. We apologize for any inconvenience.
  
  In checking your account, I see that **************** already refunded your payment on 4/14/2024. 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: 04/15/2024

  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:04/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on ****** looking for answers to a potential legal issue when I was advertised this website. I typed in my question, and the ** bot told me it would cost 2$ to ask my question. Immediately, a screen popped up to enter my credit card information. NOWHERE did it say I would be charged 86$ on top of the 2$ to simply ask a question. I looked at my bank account the next day and saw two separate charges, one for 2$ and one for 86$. I have spoken with a live chat agent and emailed the website asking for a refund as it was NOT clear that I would be charged 86$ for my question. I would have never asked a question if I knew it would cost 86$. They have refused multiple times to issue a refund, citing their terms of service, which I was never provided with.I am a recent graduate, and the 86$ they charged me was meant to be my grocery money for the week. I tried to explain this to them, but they still refused to issue me a refund.This website is a horrible scam, preying on people searching for quick answers. They do NOT make it clear that there will be an additional fee of 86$ on top of the 2$ to ask a question. Further, they do NOT provide you with the terms of service that they cite when refusing to issue a refund. I was never asked to read the terms of service or even agree that I had read them, yet they rely on them so heavily.I simply want a refund of my 86$ so I can buy food for the week.

  

  Business Response

  Date: 04/15/2024

  Hello *******,
  
  I'm glad to assist you.
  
  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 *********************

  Customer Answer

  Date: 04/15/2024

  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:04/14/2024

  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 13 I used the site to ask a question about my car radio. The site said it would be a charge of 5 dollars then they charged me an additional 39 dollars. No where did it say I was signing up for a membership. I never received any answers as well. Next month I was charged again with the $39. I was able to cancel my membership but now they wont reimburse me. I just want my money back since I was tricked into the membership.

  

  Business Response

  Date: 04/15/2024

  Hello ******,
  
  I would like to address this issue for you.
  
  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:04/13/2024

  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.

  Like the many similar complaints listed regarding JustAnswer, I was offered an opportunity to post a question on their website after paying a $1.00 sign-up fee. I typed in my question and paid the $1.00 fee by credit card on 4/8/2024. Immediately I got a text message warning from my bank that there was a suspicious charge of $40 on my credit card that might be fraudulent. I responded "Decline the charge" to the bank's text message. I contacted the JustAnswer customer service and explained that I was not notified that there would be a $40 membership charge in addition to the $1.00 charge. They said they would cancel. I notified my bank to block the charge and put a hold on on my card, but the $40 charge went through anyway. I did not receive any advice from a JustAnswer expert because my very first words after submitting my credit card were "I received a fraud alert and I'm cancelling immediately!" I complained about the $40 charge in an email to JustAnswer but they responded that they will not refund my money, only cancel future charges. Now I understand why the charge triggered a Fraud Alert from my bank! I deserve to have my $40 refunded.

  

  Business Response

  Date: 04/14/2024

  Hello,
  
  Thank you for reaching out to us at JustAnswer via BBB. 
  
  I hope your day is going well. I certainly understand your concerns and I would like to help ease them by letting you know that JustAnswer has an A rating with the Better Business Bureau.
  
  Meanwhile, 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, although the membership is not eligible for refund as stipulated under our Terms of Service, as a courtesy to you, I have issued a refund of your payment. The funds are made available to your bank the next business day. However, it 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.
        
  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 *******************

   

  Customer Answer

  Date: 04/14/2024

  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. However, in my opinion, JustAnswer's response to my complaint is disingenuous. Judging by the large volume of complaints on the same issues as mine, JA's business practices are suspect.  Furthermore, my bank instantly tagged the credit card transaction a Potential Fraud, and gave me an opportunity to decline the charge by way of text message, which I did. Lastly, JA was the defendant in a class action lawsuit involving this type of issue, and was settled in 2022. Quoting from the lawsuit: "Defendant JustAnswer LLC ... operates a website and an app that enable consumers to submit questions to, and obtain answers from, experts in a variety of fields. The Lawsuit alleges that, in connection with trial subscriptions, JustAnswer enrolled certain ********** consumers in an automatically renewing membership program, and posted charges to the consumers credit card, debit card, or third party payment account, without first presenting the consumer with all of the automatic renewal offer terms in a clear and conspicuous manner as required by law. JustAnswer denies the claims in the Lawsuit."   I will say that I am grateful to JA for quickly responding to my complaint and making full restitution. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/13/2024

  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.

  Just like many others here have complained - their advertising promised joining for only $5 (refundable) to connect you to ask questions from experts. In reading the complaints of others even within the past 1-2 weeks it appears to be the same thing. Upon joining and asking a question I later realized the membership charge was $55. I requested a cancellation and refund via their chat support and was declined. I also thought it was interesting that when I first entered my credit card information it declined because of a fraud alert from my credit card company. I guess ***** receives complaints from their credit card holders enough that a first attempt to charge from justanswers.com creates a fraud flag.

  

  Business Response

  Date: 04/14/2024

  Hello, 

  Thank you for reaching out to us at JustAnswer via BBB. 

  I hope your day is going well. I certainly understand your concerns and I would like to help ease them by letting you know that JustAnswer has an A rating with the Better Business Bureau.
  
  Meanwhile, 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, 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 *******************
  

  
  

  Customer Answer

  Date: 04/14/2024

  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:04/13/2024

  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 trying to ask an expert a question, which the website prominently displayed as 1 dollar. I was then unknowingly charged an extra 34 dollar membership fee. When I requested a refund the employee lied stating the membership was prominently displayed. This is an ongoing issue and this website is clearly predatory and misleading.

  

  Business Response

  Date: 04/13/2024

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

• Initial Complaint

  Date:04/13/2024

  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.

  Last night I was concerned that my dog may have eaten some sugarless gum, and I was anxious to find out if I should do something. justanswer.com said they would give me an answer from an actual veterinarian for $5. I put in my credit card number and immediately learned they had charged me an additional $35, which they would recharge every month. I quit, but they provide no way to get a refund of the $35.They did provide an answer, which was reasonable, so I don't believe the $5 was fraudulent, but the surprise $35 charge was fraudulent. And their approach to ensnaring "customers" is clearly unethical.

  

  Business Response

  Date: 04/13/2024

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