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:03/03/2024

  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 asked a question for my cat and it prompted me to pay $5 dollars to have the question answered. I payed and it charged me $35 plus the $5. Once I payed it told me I joined a membership. That was not advertised and not what it told me I was paying for. As I am writing this they canceled the payment but I see this response has happened many times. They need to fix this and be more clear about their practice as it is predatory at the moment against concerned pet owners.

  

  Business Response

  Date: 03/03/2024

  Hello, 

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

  We would love the opportunity to look into this matter, so we've reached out privately to resolve the matter. 

   

  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************

• Initial Complaint

  Date:03/03/2024

  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 tired asking just answer to help me log back into my instagram account and they said theyll charge me $1 and the $46 dollar account fee (fully refundable) to help me with my issue but never got back to me via text or email and Im trying to contact them for my refund but never got back to me

  

  Business Response

  Date: 03/03/2024

  Hello, 

  Thank you for sharing your review of JustAnswer via BBB. 
  
  We're always committed to doing what's right, so we've reached out privately to resolve your concern.

  
  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************

  Customer Answer

  Date: 03/03/2024

  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: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.

  Went to doctor.justanswer for a medical issue I was dealing with and just needed advice. Was told I would be charged $5 for my question and had to pay before asking. I put my card information and did not sign up for anything else. $5 was charged and I was able to talk to a doctor. Within a 1 minute span of being charged $5 I was charged $46 for no reason. When I called to complain they stated I would not get a refund and I signed up for a member ship. I never put any of my personal information other than my phone number so this just does not make sense to me. They are refusing to cancel my charge.

  

  Business Response

  Date: 03/03/2024

  Hello, 

  Thank you for reaching out to us at JustAnswer via BBB.
  
  We would love the opportunity to look into this matter, so we've reached out privately to resolve your concern.

   

  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

   

   

  Customer Answer

  Date: 03/03/2024

  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. I received my refund and cancellation with no response from them
  
  Sincerely,
  
  *********************************

• 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.

  3/3/2024 I signed up for Just Answer's five dollar promotion because I'm having issues with a contractor. My card was billed $60? I am pretty unhappy AND they only connected me with a bot. No real attorney ever engaged.

  

  Business Response

  Date: 03/03/2024

  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. Meanwhile, I am sorry to hear that you have not gotten an answer in a reasonable amount of time. This is not the experience that we want to create for our customers. I have gone ahead and marked your question as high priority which alerts Experts that you need an answer as quickly as possible. We will send you an email as soon as an Expert responds but you can also check the status of your question here:     
  
  **************************************************************************************************************;
  
  On average, a question that is asked on JustAnswer receives a response in 10 minutes, and in most cases, it is faster than that. However, there are times when responses can be delayed. Things like the time of day that the question was posted, and the number of Experts available in the category will play a part. The amount of complexity within the question, and the time it takes for an Expert to author a response also have an impact.     
  
  Moreover, upon reviewing your account, 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: 
  
  *************************************
  
  If you need further assistance, please let me know  and I would be happy to help. 
  
  
  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  

• Initial Complaint

  Date:03/02/2024

  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 called Telehealth Thursday February 1st concerning a health question. They charge you $2.00 fee, which is how they get your credit card info. I didn't talk to a Doctor and they charged $71.00 to my card. Now I have another $71.00 charge. I was never told this is a membership with monthly charges. Nothing. I want a refund on my CC. I am a senior living on a pension, so this creates a hardship for me. Thank you

  

  Business Response

  Date: 03/03/2024

  Hello, 
  
  Thank you for reaching out to us at JustAnswer via BBB.
  
  I understand where the confusion is coming from. 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 Medical question, it appears that you meant to connect with Telehealth for assistance.     
  
  As a courtesy to you, I have closed your question and cancelled your most recent membership 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.     
  
  Additionally, your initial membership payment was processed for refund. 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: 03/03/2024

  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:03/02/2024

  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.

  Similar to other people's issues APPARENTLY. Today, 3/2/24, I had an issue regarding the activation of a SIM card for a cellphone. I was redirected to JustAnswer and told it would only cost $1 but was then charged $47 (due to a hidden $46 fee for membership). They didn't even resolve my issue for me and I had to call the cellphone company anyway (which told me it was a scam so I had to turn off my card, file a claim to dispute the charge, cancel that account, and then order a new card). I just canceled the membership.

  

  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'm sorry to hear that you didnt receive an answer that satisfied your question. This is definitely not the experience that we want to create for our customers. But I am glad you contacted us so we have the opportunity to rectify this. Meanwhile, 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.

  Moreover, I am happy to help clarify the charges associated with your account. Upon entering a question on our website, a customer is directed to a payment screen that details a one-time fee as well as a membership fee. This enables you to use our services whenever you need until the end of membership. Since you used Apple Pay, the fees were combined as one transaction. During the checkout process, we do notify you that the fees will be combined on your statement. We apologize if that caused you concern.    
  
  After reviewing your account, it appears that your membership payment has been canceled on 3/2/2024. 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: 03/03/2024

  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:03/02/2024

  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 had some health-related questions, and found their website. Then I came across their ** bot and the ** bot suggested that I could ask any question for $5. So I started the process and followed the instruction which was extremely vague. I ended up paying a $46.00 monthly subscription somehow. I was tricked to buy their subscription. Extremely frustrating. I was expecting to pay $5 and ended up paying additional $46 !

  

  Business Response

  Date: 03/02/2024

  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: 03/03/2024

  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:03/02/2024

  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 contacted Just Answers after they got my credit card number and phone number thinking I was contacting ******* to buy a phone. It was AFTER I gave them my credit card number that I discovered that they were NOT ******* so I quickly got out of the website. Because I gave them my phone number, they called me four times. I never answered their calls. I finally blocked their phone number from my phone so I would stop getting their calls. This business is a scam.

  

  Business Response

  Date: 03/02/2024

  Hello *********,

  I wanted to clarify a misunderstanding that *** have occurred regarding your membership cancellation and refund. It appears there might have been confusion, as we are not affiliated with ******** and it's possible you *** have encountered an advertisement or information from them.
  
  However, rest assured, your membership has been successfully canceled, and a refund has been processed for you. If you have any further questions or concerns, please don't hesitate to reach out to us directly.
  
  Thank you for your understanding, and we apologize for any confusion this *** have caused.

  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:03/02/2024

  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 asked a single legal question, in which the website stated that it would only be $5 to ask. It was also stated that the amount was fully refundable if I was not happy with the answer given. Now, I have gotten charges for $5 and $60 on my card. The answer that I was given for my legal question was not accurate, as I later checked the information against local state laws. When I went to request a refund for both charges, they said that I do not qualify for a refund despite saying that the charges were fully refundable. I believe that this is a dishonest business practice, as I was not only dissatisfied with the service but I also was misled into believing that my question would only cost $5. I would not have joined the website had I known it would cost $65 to ask one question.

  

  Business Response

  Date: 03/02/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payments have been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, let us know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************

• Initial Complaint

  Date:03/02/2024

  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.

  Just Ask pops up when researching lawyers. Thinking it was from the law firm, I submitted for the app. I immediately realized I was wrong and called within minutes to get a refund. This company is a scam playing on people that are already in distress. They would not consider a refund. I filed a dispute with my bank

  

  Business Response

  Date: 03/02/2024

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