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:02/02/2024

  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.

  The site states "join for only $1" and "7 day trial". They charged me $55 five minutes after signing up. There was no 7 day trial. Just an immediate membership charge of $55.

  

  Business Response

  Date: 02/02/2024

  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 processed your refund request. 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:02/02/2024

  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.

  Feb 2 **** Asking fir refundable $2.0] to assist on an issue with Face Book Account and Falsely enrolling in $60 a month fee for What?.Just getting access to account and start the charge. It's like stealing.

  

  Business Response

  Date: 02/02/2024

  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 processed your refund request. 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:02/02/2024

  Type:Order 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 a passenger in a car on my mobile phone hurrying to find some information on a concussion that my niece had just sustained in a car crash. I did a search online and found JustAnswer. It said it would connect me with a doctor who could answer questions and I quickly signed up. I paid the $51 and never once noticed any statement that said I was signing up for a subscription. I definitely would have noted that if I had known. The service was great. I'm very happy with my $51 payment for the advice we got. After that I didn't think about it anymore, because again I had no idea it had signed me up for a subscription. I looked at my statement on January and saw a charge from them. I was surprised and then did a search and discovered they have been charging me every month. I wrote them to resolve, but they said they wouldn't resolve it. I was super happy to pay the $51 but am quite upset to discover that they have been charging me every month, when I had no idea I had even signed up for a monthly payment.

  

  Business Response

  Date: 02/02/2024

  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 processed your refund request. 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: 02/03/2024

  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:02/02/2024

  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 did never sign up for any kind of membership with JustAnswer. I do not even know what this is. Only now I just noticed that they have charged $58.00 to my Checking account, every month since May 2023, a total of nine times 522Can$. It Seems like there are several complaints about the same issue from folks who got stuck in some kind of membership scheme. I would like a full refund of all charges from JustAnswer.

  

  Business Response

  Date: 02/02/2024

  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 Medical question on our website. The membership bills automatically to avoid disruptions in service. 
  
  We have processed your refund request. 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:02/02/2024

  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.

  Charged a monthly fee without knowledge

  

  Business Response

  Date: 02/02/2024

  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 Electrical 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 processed your refund request. 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:02/01/2024

  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 was looking for a lawyer and came across justanswers.com ad to try their service for $5 fee I could ask questions and get free responses. I asked my very first question and a lawyer texted me and asked me for $65 to speak on the phone. It was like 5 minutes after paying the $5 fee I went back to the website and canceled my trial to find that I was later charged a $46 membership fee as well. I did not agree to a $46 membership fee nor did I agree to $51 to not get an answer to my question and spend 5 minutes on this website. I agreed to pay $5 and I would like the $46 refunded.

  

  Business Response

  Date: 02/02/2024

  Hello *******,
  
  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/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:02/01/2024

  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 just found out that JustAnswer.com has been charging me $46 /month for the last 6 months.It seems like I asked them a question for $1 last year, and they have been charging me a membership fee every month since then. I never agreed to this. I only remember paying $1 for a question.They never sent me an invoice or anything - they've just been silently charging me.This is incredibly dishonest.It would be great if the BBB tried asking a question on their site and see what happens.

  

  Business Response

  Date: 02/02/2024

  Hello ****,
  
  We apologize that you had this experience 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 *********************

• Initial Complaint

  Date:02/01/2024

  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 01/24/24, I was trying to contact Act ***************************** was listed as providing contact information for Act Blue. The receptionist asked me to provide my debit card information which I thought was in conjunction with Act Blue. He then informed me he was transferring me to someone who could help. That person informed me they were not affiliated with Act Blue. My bank account was debited for $55.00 for so called services rendered which was none. I was asked to fill out a survey & asked for a refund. Just Answer has yet to respond. I stated that if I did not receive a refund, I would be contacting your agency.

  

  Business Response

  Date: 02/02/2024

  Hello ******,
  
  Thank you for reaching out to us. 
  
  We couldn't locate an account using the phone number you've provided. Do you have an email address we could try? We can also locate the account with the following information:
  
  - A different phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged. We do not need the whole number.
  - Your PayPal email address if you are being charged through PayPal
  
  You may send any of these information to me using my contact information below so I can further assist you. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:02/01/2024

  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.

  Hi,I was looking to try the free trial offered by JustAnswers because I had a question and wanted to try out their service before committing to a possible membership. The free trial that was advertised to be either 3 or 7 days long looked appealing so I signed up. They required a $2 sign up fee so I paid and had no problems with this charge. After I recieved my answer, which was very general and not as specific as I would have liked, I accepted the $2 as a loss and moved on and canceled my trial to avoid being billed for a membership.I had received an email shortly after entailing that I had successfully canceled my membership. A few days later, I received a full charge of $86 for the monthly membership despite canceling before the end of my trial. I called customer service to which they stated that I should have read the terms and conditions and that they don't do refunds once you ask a question, they only allow you to read questions (which I thought the purpose of the $2 was for). This is incredibly misleading to offer a free trial and then charge a monthly membership cost when a customer uses a service within a trial. It's dishonest marketing, especially since they state that they provide customers and option for a refund and to get in contact if we have issues with the service provided.If I was made aware that asking a single question would cost me $86, I would not have used the service and taken my questions elsewhere.I would just like to receive a refund of $86 back to my account. I understand the loss of the $2 and wholly accept it as reasonable but with the $86, I could have spoken to a local expert with more specified experience for much more reasonable price.

  

  Business Response

  Date: 02/02/2024

  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: 02/02/2024

  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:02/01/2024

  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 originally sign up for a $1 trial . I got charged $46 then I cancelled that. The company never refunded that and they charged me another $46 and proceeded to argue with me about that. Their answer is sorry we can't do anything. I've stopped this service back in November and they are still billing me.. I'm looking for a full refund

  

  Business Response

  Date: 02/01/2024

  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 Email 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 processed your refund request. 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 
  ************************************************************* ********************