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:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't even know how I ended up at this website. I was looking up information regarding an article about people on SS Disability getting a large increase in March of this year.In the last step I remember, I was asked to pay $1 to verify my identity. Then, I receive a notification via PayPal that I was charged $47?!I want a refund. I can't seem to find ANY help? Being on SSD, I can't afford a charge like this.

  

  Business Response

  Date: 03/18/2024

  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: *************************************

  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me

  Best,

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

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17, 2024 I contacted this company to get a consult from a plumber/HVAC expert, and saw that they charge $5 for a one time consultation, which is what I wanted. The help was invaluable, but the charges to my account included a membership fee of $40, and I did not want, nor did I request an ongoing membership. I spoke to several people there about this, and they were coercive and dishonest about what was occurring. They eventually promised that the $40 fee would be reversed, but then I saw that they only reversed the $5 fee. It is unclear what the final charges were because they charged the $40 and the $5 twice, and it may take 2-3 days to see what the actual charges were. Clearly, after reviewing the extensive and very consistent negative commentaries online, this kind of practice is baked into their business plan, and it is grotesque, unethical and manipulative. They do not deserve an A rating from the BBB. A D-rating is more fitting.

  

  Business Response

  Date: 03/18/2024

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

• Initial Complaint

  Date:03/18/2024

  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 went to the website in Aug of last year. When I went to the page I asked some questions and then they told me the following "I am sending you to a secure page to join JustAnswer for only CA$2 (fully refundable). While you fill out that form..."The key here is they set the stage to make you feel like this form is for $2 only. So when you get there you fill it out. At the top of that page, they have this "Unlimited Conversations - one time CA$2 join fee and CA$86/month. Cancel any time"This makes it seem like there is another option out there...not that you are choosing it now. However they do sneak in that this is confiming the join fee "AND" monthly membership. But they already have you there with a feeling of what you are getting, so they anticipate you skim that and miss it. There is no place that actually shows your total, nor any fees and I did not receieve any email stating I signed up for a memebership. I missed this, and then missed it in my statements and this went on for 8 months before we caught it. Never once did a get a renewal receipt (which I get from every other website after an auto renewal) Yes it is there, but they are feeding of everyones trust by offering something, then changing the offer in hopes that no one notices. and then skip all the proper ettiquette for showing fees when adding your credit card to ensure the best odds in tricvking someone. As you can see by how many refunds they have issued on the BBB, it is no different than phishing tactics that come across your email.

  

  Business Response

  Date: 03/18/2024

  Hello ****,

  I apologize for any inconvenience caused. Our records indicate that you have previously utilized our service. Upon your recent return, you encountered a Welcome Back message along with pricing details when you submitted a new question. Notably, the pricing did not include the 'join fee' since you had already paid it during your initial membership registration.
  
  Our monthly membership provides unlimited question submissions across 100+ categories for 30 days. You have the flexibility to cancel the renewal at any point. Alternatively, you can choose to utilize our pay-per-question option instead of opting for the membership.

  I have refunded four additional membership charges 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: 03/19/2024

   
  Complaint: 21447227
  
  I am rejecting this response because:

  I used your service only the one time in August. Only refunding 4 of the 8 does not make any sense. I never received a welcome back message. I received exactly as I shared in screen shots and was expecting to pay the $2. I would expect all but the $ refunded. It is obvious buy the sheer number of people this tricks and the lawsuits out there, that this is the case. PLease refund the remaining amounts. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/19/2024

  Hello ****,

  Thank you for your reply.

  I had refunded four additional payments as the others had been previously refunded. We cannot refund the original payment because you used the site when you asked your question.One of the charges was refunded by a charge-back through your bank. Once this is requested any refunds are taken out of our hands, please look to your bank to supply that refund to you.
  

  Best,

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

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21447227
  
  I am rejecting this response because:
  

  I see a total of 6 refunds, but I paid for 8 months. Even if you hold back the first month (The first month should be refunded too as the screeen I saw said for just $2 (refundable) you can talk to....not for $86) there is still a refund missing. 

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

  

  Business Response

  Date: 03/20/2024

  Hi ****,

  Thank you for your reply.

  You are correct that we have issued refunds for six charges made to your account. There is one charge that looks like you requested a chargeback through your bank. Once this is initiated, any refunds on our end are taken out of our hands. A chargeback request can take a bank up to 45 business days to process.

  Our records indicate that you have previously utilized our service. Since you used a trial membership then, you  encountered a Welcome Back message along with pricing details when you submitted a new question. Notably, the pricing did not include the 'join fee' since you had already paid it during your initial membership registration so your first charge is not eligible for a refund.

  If your bank denies the chargeback request, please forward any documentation from your bank through my contact details and we can look into that further.

  Best,

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

  Customer Answer

  Date: 03/21/2024

  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:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked a question to Just Answer to which they charged $1.00, paid with my Credit Card (charged on March 14, 2024). They have never answered the question. To my surprise, on March 15, 2024, they charged me for $55.00 dollars - I have never agreed to pay this amount and I have never been informed of this charge. I just found it looking at my Credit Card account on line a few days later. I have no information on how to cancel this charge and any other future charge from this company.

  

  Business Response

  Date: 03/18/2024

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

• Initial Complaint

  Date:03/17/2024

  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.

  There business was chatting with me and told me that if before I could ask a question, there will be a $5 fee which is refundable. I later noticed that the charge was a total of $51. I cancelled it immediately and asked for a refund but they wouldnt do it. I even told them they can prorate it. This was a false advertising and a scam.

  

  Business Response

  Date: 03/18/2024

  Hello Carmina,

  Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: *************************************

  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.
  

  Best,

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

• Initial Complaint

  Date:03/17/2024

  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.

  The web site said. :OK. Got it. I'm sending you to a secure page to join JustAnswer for only $1 (fully-refundable). While you're filling out that form, I'll tell the Game-System Technician about your situation and then connect you two. The customer service department ********** walled me Was not $1 was $56

  

  Business Response

  Date: 03/18/2024

  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: *************************************

  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.
  

  Best,

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

• Initial Complaint

  Date:03/17/2024

  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 was online with Uber customer support. I was trying to fix my Uber phone app on my new phone. Just Answer pop up in the middle of doing that. I didn't ask for their help or service! I was charged $55.00 for service. I didn't ask for or get any help resolve the problem. I had to work with Uber for 4 or 5 days after that to resolve the problem. This happens sometime between 3/03/24 to 3/14/24. I didn't know about this charge until I looked at my online bank statement today 17Mar24. I'm a vet on SSI. I can afford to lose money! That dishonest way to make money!!!

  

  Business Response

  Date: 03/18/2024

  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 fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

  Best,

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

• Initial Complaint

  Date:03/17/2024

  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 3/14/24 I had a question and was sent to just answer.com. it said $1 for 7 days trial then after trial period a $55 monthly charge. Well I canceled it within 2hrs of signing up. They charged me $1 plus $55 that night. I called to respond this issue and they said they could not refund because I signed up for it. When I told them what their website said they still refused to refund. This is completely unacceptable. I have a limited amount of $$ coming in and $55 will completely throw off my bills. I did not agree to a monthly subscription i only agreed to the trial and did as told and canceled within the time they gave and was still charged. Completely unfair. I just want my $55 back. I agreed to the $1 so that they can keep.

  

  Business Response

  Date: 03/18/2024

  Hello ******,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

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

• Initial Complaint

  Date:03/17/2024

  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 paid five dollars to have a question answered which I received but was not under the impression that I was paying for a membership that was costing me $30 a month. I have been on the site from the original date of February 16 to March 17 and have already paid $60, I had no intention of using JustAnswer Continuously, I had no idea that I was signed up for a membership or a contract being charged on a recurring monthly basis to me. This is very deceptive. They also stated that I could not get a refund, which is totally unsatisfactory

  

  Business Response

  Date: 03/18/2024

  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: *************************************

  Your membership fees have been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.

  Best,

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

• Initial Complaint

  Date:03/17/2024

  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 locate an item that my sister had ordered through Amazon from *****. J S Express was the shipper and I had the tracking number. I was unable to find any information and ********* claimed they could help. In the chat, i was told the $2 payment to locate more information would be refunded. They claim that when I entered my **** information, there was information that I was signing up for a monthly subscription of $66. That is untrue. I would never have agreed to pay that amount or to sign up for an ongoing subscription when I was only trying to locate an item being shipped. They are refusing to refund the money. I feel this is a very under-handed practice duping people into paying for something that was not fully disclosed. I cancelled the subscription immediately to stop any further payments being charged. I sent repeat emails to *************************** Vice President of ************* and *********************** Founder and CEO and just keep receiving the same repeated script from random sales reps that a refund is not possible "The cost of the monthly membership, which in your case is CA$66, was displayed on the same page you entered your billing information just before you posted your question. I also reviewed your account to see if a refund would be possible. Unfortunately, you are not eligible for a refund." I am a senior on a fixed monthly income. I cannot afford this type of unexpected charge for something I did not want! Please help me by having them to the decent thing and refund my $68. Thank you kindly.

  

  Business Response

  Date: 03/17/2024

  Hello, 
  
  Thank you for reaching out to us at JustAnswer via BBB.
  
  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.
  
  JustAnswer is a customer-paid question and answer service. Our goal is to help people save their time and money by providing 24/7 access to ******+ verified Experts in 150+ categories for a fraction of the cost of in-person professional services. While we do have Experts that can answer your Software question, it appears that you meant to connect with JS Express for assistance.     
  
  As a courtesy to you, I have closed your question and cancelled your payment. Please note that a payment did not process, 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. The authorization shown on your card statement should drop off, usually within 3-5 business days, and it'll be as if the transaction never occurred.     
  
  If there is anything else I may assist you with, please let me know  and I would be happy to help. 
  
  
  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************