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:03/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/ 27/ 24. Had a question, ******** directed me to Just Answer, saying it would cost $1/question. Asked the question. Reply was not in line with my query, so I said I didnt respond . I was charged $5 plus a membership fee of $45, to be charged each month. Wrote and told them the answer was not what I had asked, I had not agreed to any membership, they were to cancel the membership and refund my $45 + $5.00 immediately. They say I do not qualify for a refund, but they will cancel the membership. I did not agree to the $45 I sent several email and heard nothing back. I did call my bank waiting for reverse charges. Which is challenging because they have my email address.

  

  Business Response

  Date: 03/05/2024

  Hello *******,
  
  I'm happy to help with your concern.
  
  This is to confirm that **************** already refunded your payments. 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 *********************

• Initial Complaint

  Date:03/04/2024

  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.

  In December 2023 I was charged $35 for a single question about remote start for my 2019 **** ranger. I was not given the option to pay for a single question. The information I was given was completely incorrect, and led to additional expenses. They told me I needed to buy a key from the dealer and have it programmed. I bought the key, and dealer tried to program the key, although they told me in the service department it was unlikely to work. There was a simple process to add remote start AT NO COST. (Installation of **** Pass). When I complained, they discontinued the $35 month recurring charge, but refused to refund the initial $35.

  

  Business Response

  Date: 03/05/2024

  Hello *****,
  
  We're sorry for the experience you had with JustAnswer.
  
  We've refunded your initial 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 *********************

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising 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 spoke to the support lady & explained what I wanted - she said she would put me in contact with an expert who could help me. I explained I could not afford to pay *********** said they took my credit details so if I decided to proceed they would charge **** waited so long then went onto the support page and asked for this to be cancelled.She told me to go to my account page (?i didnt know I had an account )& cancel it which I did but on receiving my statement I saw I had been charged - tonight I went on & explained to ********* asked had I spoke to anyone else ? I said no ? She then said I will put you through to join for $2 then you can talk to a lawyer - I said no - I wont pay for a lawyer ** on a carer pension for my disabled husband & this woman was bambozelling me. She then terminated the chat I feel like Im in a whirlpool Please be advised I will not go forward with this if there is any charge

  

  Business Response

  Date: 03/04/2024

  Hello ******,

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

  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: 03/05/2024

  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:03/03/2024

  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.

  Justanswer didn't let me know I'd be charged monthly for answering a question when they said it was $5.00. Then they charged me $39.00 more,** DID NOT let me know this was monthly fee. They didn't tell me I was signed up for their subscription. This is a rip off. Justanswer is an on-line scam.

  

  Business Response

  Date: 03/04/2024

  Hello *****,
  
  We'd like to resolve this for you ASAP. 
  
  We've cancelled your payment which also resulted in the cancellation of your membership. 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: 03/04/2024

  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:03/03/2024

  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 phoned this 24 hour medical advice line one time on 9/15/23, and spoke briefly with a health care provider. As I am doing my taxes today (3/4/24) I see for the first time that I have been getting charged $46 a month since that initial call by this business. I never asked for a monthly plan and never agreed to one. I cancelled the service today via their phone number and was given a reference number JA190193. I then called their customer service number, and spoke with a person who told me that the money is not refundable. I have been completely ripped off by this outfit and want my money refunded in full. I now see that there are numerous other complaints against this outfit. Perhaps they could be barred from doing business in ********** if they are going to operate in such a shady manner.

  

  Business Response

  Date: 03/04/2024

  Hello ******,
  
  We're sorry for the experience you had with JustAnswer.
  
  We've refunded your membership payments. 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: 03/06/2024

  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:03/03/2024

  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 attempted to cancel a subscription to the justanswer service on 2/22, on 2/25 I received a charge for $34 on my card for the next month pay period. I contacted them for a refund and they denied it.

  

  Business Response

  Date: 03/04/2024

  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 3/3/2024. 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 *********************

• Initial Complaint

  Date:03/03/2024

  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 seeking information about business copyright. The website said that I would be charged five dollars and it was completely refundable. Thats what it says on the website when you agreed to put the five dollars then immediately I was charged $46 and without using the service at all, I asked for a refund because the first part is shady and the fact that I did nothing on this website, but ask for a refund and they refused and said I wasnt eligible even though my supporting documents from their own website says exactly the opposite

  

  Business Response

  Date: 03/04/2024

  Hello *****,
  
  We're sorry for the experience you had with JustAnswer. 
  
  In checking your account, I see that **************** already cancelled your $46 payment on 3/3/2024. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:03/03/2024

  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.

  Everything started because I was charged for Duolingo premium without notification, to cancel directly when charged, they directed me to JustAnswer to solve the issue. To get answer to fix my refound issue, they explained that there was a 2$ fee and that it was refundable if they couldn't answer the question and fix the issue. Without notice, they immediatly charged 66$ as a membership fee notifying it by email. I immediatly went to them to cancel everything since I don't need their services and just trying to fix a refound issue that they actually couldn't fix, what a waste of time. They told me my refound was getting process. A week after, they are telling me it's non-refundable. I never got notified for those 66$ membership needed. I expet a full refound or I will just go to my credit card company for further communication. It's simple when charging for a service you need to clearly state the charges: the amount wrotten : 2$, I do my due dilligence and read thes fine prints but not the links for contracts since it's illegal in ******.

  

  Business Response

  Date: 03/04/2024

  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 3/3/2024. 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 *********************

• Initial Complaint

  Date:03/03/2024

  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.

  Use the site on March 2 *************************************************** $5 later received an email with someone reaching out to me about an answer but also saying that I was being charged also $46 for a monthly subscription. My understanding was the $5 was a trial I have called the company at ************ and been told that I am not going to get a refund of anything . I was told my cancel that you should number was ja190193. I still believe I should be given the refund of $46 at least since I didn't see the extra charge until after the email was sent to me after asking the question. If this is not possible I understand I just got screwed again but I'm also wondering do I need to change my card number so they don't charge me anymore charges that I don't deserve

  

  Business Response

  Date: 03/04/2024

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

  Customer Answer

  Date: 03/05/2024

  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,
  
  ******** Blue

• Initial Complaint

  Date:03/03/2024

  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 online trying to use a debit card to pay a gas bill, having been away for a month and realizing my payment was late. It was Saturday, so I could not speak with anyone in person because the office was closed. A chat bot popped up on the gas company website asking me to describe my problem and requesting my payment. I did so and all of a sudden a message appeared telling me that i had signed up for a $1 trial 3-month membership to Just Answer and then my membership would continue for $55 a month and I could cancel anytime. Realizing the error, I concluded my business with the gas company and then cancelled the Just Answer membership. I checked and they already has deducted $55 from my checking account. Only then did I see that advertisement was on the form I had filled out in very tiny type. I was a member for Just Answer for all of half an hour, by mistake, and they will not refund the $55. To me, it is a scam. I would appreciate your help. I am a journalist with a masters degree; I have lawyers, doctors accountants, etc. and do not needJust Answer to solve my problems. A decent business would recognize the confusion caused, acknowledge that a mistake was made and refund my money.

  

  Business Response

  Date: 03/03/2024

  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, I am sorry for any confusion. I would love to share more about the service that JustAnswer offers. 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 ************ for assistance.     
  
  Upon reviewing your account, your membership payment was canceled on 3/3/2024. 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.     
  

  Should you need further assistance Please let me know if there is anything else I may assist you with and I would be happy to help. 
  
  
  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************

   

   

  Customer Answer

  Date: 03/05/2024

  I just filed a complaint against Just Answer because I inadvertently signed up for a $1 trial membership followed by a $55 monthly membership while trying to pay my gas bill online using a debit card. When I realized my mistake, in less than half an hour, I cancelled the member ship but they already had put the charge through on on checking account. I never would have given my debit card to a random company. When I explained and requested a refund, they said I was ineligible. I responded that I was a journalist and would file a complaint and blog about it,. They just now got back to me and cancelled the payment, so I guess you should cancel the complaint. I dont want to waste your time. Thank you. *************************