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:02/05/2024

  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 2/5/24 I attempted to get computer support technical help from JustAnswer. This online company took $55 and put me in contact with a tech support technician. After an extended period, I received a text from the Technician ********. He inquired about the type of error I was having. I informed him it was about C++ and I asked if he could remotely access my desktop. He sent me a link that I was unable to use and I asked for a refund since I was going to pursue another option. He sent me a text to JustAnswers customer service department. An operator there would not issue a refund because I had spoken with a Technician and that my monthly service fee would not be refunded. No answers or meaning ful inquiries had occured

  

  Business Response

  Date: 02/06/2024

  Hello Tom,
  
  I'm happy to help with your concern.
  
  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,
  Vanessa
  JustAnswer Customer Care
  ************************ ** ************** *** **

• Initial Complaint

  Date:02/05/2024

  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.

  2/5/24 paid Just Answer $35. Was looking for appliance repair help. Realized it was a texting situation, and if I wanted to speak to repair expert, would cost more. I decided not to use the service. The website said join for only $5. When I looked at my credit card info, I was charged $5, and a $30 monthly fee. I called to cancel and was told all fees non refundable. The website is misleading. Says join for only $5.

  

  Business Response

  Date: 02/06/2024

  Hello *****,
  
  I'm here to help you resolve this matter.
  
  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: 02/09/2024

  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:02/05/2024

  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 wrongly charged $35 for a membership when it intially said I would be charged $1 so i immediately cancelled the membership when i saw a charge for $35 on my back account and I want to be refunded that charge put my account in the red and that’s wrong the way it’s worded can be very confusing and that’s how they are fraudulently charging people $35

  

  Business Response

  Date: 02/05/2024

  Hello Rashida,

  We sincerely apologize f** any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platf**m. 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 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,

  Julie, JustAnswer Customer Care
  ********************** **
  ************ ******
  

• Initial Complaint

  Date:02/05/2024

  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 1/4/2024 I had a question, which was not adequately answered, I reported that to Just Answer with no resolution. On the initial page it said $5.00, then when I was paying thru ***** *** I noticed it said $44.00 as I hit accept, which was too late. Then on 2/4/2024 I was charged $39.00. I contacted customer service and was told no refund would be issued. This company has shady practices and should not be allowed to operate in this manner. I want a refund for both transactions. I have attached Screen shots to this complaint for the company to view.

  

  Business Response

  Date: 02/05/2024

  Hello Ginger,

  I apologize for your experience.

  I have refunded the two membership charges. You should see those back in your account within the next 3-5 business days.

  Best,

  Julie, JustAnswer Customer Care
  ********************** **
  ************ ******
  

• Initial Complaint

  Date:02/04/2024

  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 accidentally signed up for a monthly subscription. Plus it said it was a dollar. But they charged $46. Because of the high cost I canceled right away. They totaled refused to give a refund even though I explained my mistake.

  

  Business Response

  Date: 02/05/2024

  Hello ******,
  
  Thank you for reaching out to us. We apologize for any inconvenience.
  
  In checking your account, I see that **************** already cancelled your $46 payment on 2/4/2024. 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 *********************

  Customer Answer

  Date: 02/05/2024

  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:02/04/2024

  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.

  This company keeps finding ways to charge me their monthly fee even though I clearly have cancelled their subscription. When customer service is involved, they tell me that I need to cancel it in my settings. Which is something I have already done. Then they tell me, if I want to actually cancel i need to email ****************.

  

  Business Response

  Date: 02/05/2024

  Hello *****,
  
  Thank you for reaching out to us at JustAnswer and we're sorry for the confusion.
  
  JustAnswer is a third-party question and answer site that provides verified Experts for many different kinds of categories, such as Legal, ************************* Appliances, Automotive, etc. We are not connected with Simple Life. Kindly contact them directly for assistance. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 02/06/2024

  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:02/04/2024

  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.

  Approximately 01-31-24 I was locked out of my Yahoo email account. I was directed to JustAnswer where I read that they would answer one question for $1. There was an indication that monthly membership would be $55. I believed that I was only signing up to pay the $1 and get assistance getting back into my Yahoo account. My bank account was immediately charged the $1 and then the $55. I was in contact with an associate of JustAnswer. The information was useless as I was told that someone would contact me within 5 days to assist with resetting my password and getting back into my account. I have had nothing from anyone except JustAnswer providing surveys as to the quality of their assistance. I requested a refund of the $55 and was told they didn't answer that and I would have to contact someone else at JustAnswer - or could call their 800 number. However, when I was in JustAnswer, it said phone calls were billed at $39 - so I did not call. I was able to follow their information to cancel my account, but no where to request a refund of the money they charged. . . . . Today I was able to get back into my Yahoo account but I have no idea whether JustAnswer had anything to do with that.

  

  Business Response

  Date: 02/05/2024

  Hello ********,
  
  We're determined to address your concerns. 
  
  We'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: 02/05/2024

  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:02/04/2024

  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.

  I had ******* a question about an issue I regarding ***** Mail. I clicked on a support site, I didn’t realize I was connected to Just an Answer. I conversed via chat with their Rep. She told me she would connect me to an expert but that there was a $1.00 refundable fee. I went through the ***** *** process. When I approved the transaction the cost was $47.00. I could not connect with anyone to stop the process. So I left their website. I sent them an email complaining about this. I soon received an email saying they would cancel my subscription. However, by my credit card was still billed $47.00. I have not had any contact with Just an Answer’s expert. Their whole process is terribly deceptive.

  

  Business Response

  Date: 02/05/2024

  Hello Jim,
  
  I'm here to assist in resolving this for you.
  
  I've refunded your membership payment. The funds would have been made available to your bank/****** 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,
  Vanessa
  JustAnswer Customer Care
  ************************ ** ************** *** **

• Initial Complaint

  Date:02/04/2024

  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 went to Just Answer with a question about an antique appraisal. I was told by **************** that I could have my question answered for a $5 fee, which seemed worth it to me. I saw that there was a monthly membership but did not realize that that is what I was signing up for, so I was surprised to see that I was charged $65 in addition to the $5. When I called to ask for a refund, I was told that they could only refund me for the $5 join fee. Order ID: ************

  

  Business Response

  Date: 02/05/2024

  Hello ****,
  
  We're on your side and want to help. 
  
  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: 02/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

• Initial Complaint

  Date:02/04/2024

  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.

  Company is a SCAM!!! Stay Away! I asked an employment question on Just Answer through a chatbot and when I submitted the question I was routed to a credit card page that instructed that I only had to pay a $5 fee in order to have my question routed to an attorney and to receive an answer back to my given email. Im skeptical of anything online and always look at fine print before paying for anything. I read nothing that stated I would be charged more than the $5 fee so I provided my card information. I immediately noticed I had been charged the $5 and an additional $46 that did not specify what it was for. I contacted customer service who at that time informed me that the $5 was a joining fee and the $46 was a monthly membership fee that would be a reoccurring charge until I cancelled the membership. Again, there was no previous notification of any membership enrollment and no reoccurring charge outlined when I was informed the $5 fee was required. The $5 fee also was not outlined as a "joining" fee but was described as the fee to have your question submitted. The customer service representative responses were very scripted as if he automatically knew the reason for my call and what rebuttals to give for everything I said to him when demanding a refund of the fraudulent charge. He also stated that an enrollment registration page should have populated explaining what I was enrolling in before the credit card payment screen and totally disregarded that the system automatically went from the submission of my question to request for payment. This is total deception and Just Answer has clearly been sued before for the same business practices. I have already filed a fraud dispute with my card company and made sure to cancel the membership. Of course I have yet to receive a legal answer to the question I originally submitted. Go figure. Run!

  

  Business Response

  Date: 02/05/2024

  Hello Essence,
  
  We're committed to sorting this out for you. 
  
  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: 02/05/2024

  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,
  
  Essence *******