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:12/16/2023

  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.

  This business hacked my bank debit card and successive charges $46 x 2 and third one for $30 on one day. The bank flagged these fraudulent charges. However Ive been hacked 5 times this year. My bank card was closed and I have to wait a week for a new one. They were obviously getting to hit my account for large charges.

  

  Business Response

  Date: 12/17/2023

  Hello ********,

  Thank you for letting us know. I apologize for your experience.

  The account tied to the email address you shared here was never opened. Our records show that the payment failed. If you think this is in error, please reach out through my contact information so we can gather more information from you to find your charges.

  Best,

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

• Initial Complaint

  Date:12/16/2023

  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.

  The date was 12/14/2023. My computer was hacked, so I sought help removing a Trojan Horse. I saw the ad online saying you could ask a question for $1. I asked and they said they couldn't help. That was all. Today I found they charged me $55. I contacted customer service and they told me I joined for $55 monthly. I never intended to take out a membership with them. Especially for $55 a month. I told them that, and they kept saying I took out a membership, end of discussion. They eventually cut me off and told me to e-mail them. I want my $55 back, they tricked me into a membership and I want my money back.

  

  Business Response

  Date: 12/17/2023

  Hello ******, 

  I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site.
  
  Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership.
  
  We have turned off your membership so no recurring charges will appear moving forward. Please reach out if you need further assistance.

  Best,

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

• Initial Complaint

  Date:12/16/2023

  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.

  A fraudulent charge appeared on my credit card recently. I wish to have refund and cxl the account.

  

  Business Response

  Date: 12/17/2023

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

  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:12/15/2023

  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 used this site to ask one question. It clearly said it was a $5 cost, I saw if I wanted to speak by phone it would be $60. I did not do this and it was not clear I was going to have to pay more for one question that took the person 2 minutes to respond. I want a refund of the $60 and for the site to not be such a scam.

  

  Business Response

  Date: 12/15/2023

  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 Legal 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:12/15/2023

  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.

  On December 9th, 2023, I was looking on the Web to Ask a General Question about Glassware that I thought could be of an Antique Nature. When I Found, "Just Answer," I then proceeded to ask a General Question About the Worth of this Glassware. And here is what happened next between Myself & the ** of ***************** ***************************:"Good Afternoon ****,Thank You for your response to my **Mail. On December 9th, 2023, I was Just Looking Through Websites wanting to know a General Question about Glassware that I have. Nothing Indepth Detail from a True Appraiser was I Looking For. I looked on your "Just Answer" Website & asked a General Question about the ******************* In Detail. When I agreed to Pay the $5.00, I DID NOT Realize that was going to be the Beginning of A Monthly Membership Fee of $65.00. ON THIS SAME DAY, I asked that the $5.00 Membership Fee Be Refunded, Which It Was. When I Looked on My Credit Card ******* ****************** THEN I Discovered the $65.00 Fee Charge. I'm NOT GOING TO BE USING ANY Membership for Appraisal's. I DO NOT Have any Antiques for Value Purposes. And, because I Do Not, I feel Like I'm Being Taken ADVANTAGE OF by Keeping the $65.00 & NOT Refunding this Monies to Me When I Cancelled THIS Membership on the Same Day with a $5.00 Refund which I thought would be the End of My Mistake.I Am Going To Please Ask You **** Again, This $65.00 is Part of My Christmas Money which Will Be For My ********************* Grandchildren. Please, see if there is something You Can Do For Me. I'm 74 years old & in less than a month, I'll be 75 years old. I Only Receive A Small Social ********************* Incomes for the ********* Live Alone. I have to really, really Budget ALL YEAR LONG in Order to Buy Christmas."This is what happed to me. I kept **Mailing & then the **Mails I sent were ignored & silenced. Is there Anything You Can DO FOR Me To Help Me With Getting A $65.00 Refund ****************** I feel as though this is a Scam Operation and Should Not be allowed to Advertise on the Web. Thank You For Your Time and Consideration,*************************** ************ ************************

  

  Business Response

  Date: 12/15/2023

  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 Antique appraisal 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: 12/18/2023

  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 looked into ******************* Credit Card Account on December 15th, 2023 which is the same day I Filed This Complaint and This Date is Also the Same Date that Just Answer DID Credit ******************* Credit Card $65.00.  I cannot Thank You Enough for Helping Me.  Without Your Help I Still Would Be Getting No Where With This Company.  They Just Would Not Listen to My Many **Mails and Refused to Help Me.  Thank You Again!!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/15/2023

  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.

  justanswer.com is in violation of several **** consumer protection regulations (laws). I asked a question via justanswer.com and was forced to initiate a membership agreement trial for $1, which I did and immediately cancelled after receiving the answer. (The answer was garbage.) Then, 3 days later, I was surprised with a charge for $46. When I called justanswer's customer service, they told me I was charged because they detected I had a previous membership at some point in the past, so I was charged according to their policy. The problem is that the former membership was also cancelled and I see it was over a year ago. Then, I was not warned in any way of the charge justanswer.com intended to charge me, so I was charged against my knowledge or express agreement. Finally, justanswer does not announce that calls are being recorded per FTC regulation. I assumed the call would be recorded because I know better, but there was no announcement of the recording, and I gave feedback to the representative and he said at that point that the calls are recorded, which is too late into the call for the company to be in compliance with the rule.

  

  Business Response

  Date: 12/15/2023

  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 
  ************************************************************* ************  ext. 28
  

  Customer Answer

  Date: 12/16/2023

  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:12/15/2023

  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 Thursday, December 7, 2023 I contacted Just Answer about sudden cere bleeding that my parakeet experienced. There were no local avian vets that could see him. The site offered a 1-time contact for $5 or a recurring membership fee of $35. I OPTED for the 1-time question and answer for $5. I was told a doctor would get back to me, which he did. There wasnt a definitive answer; he suggested my parakeet be seen by someone. A charge appeared on my credit card for a $35 membership fee, which I quickly disputed. I was told that the recurring membership fee would be ended; however, the $35 fee remained in place - NOT a $5 charge for a one-time use of the service. I contacted JustAnswer again and was given a response that I should have read the terms of service; however, I feel duped because they never charged $5 as originally offered. When I sent a third email to complain, I received the exact same response that was received to my second email. The next back and forth was not much better. There was a slight revision to their stock initial response, but their bottom line was that I should have read the terms before agreeing to a membership. Thats the problem: I didnt sign up for or agree to a membership; only a 1-time $5 charge. I feel this was false advertising.

  

  Business Response

  Date: 12/15/2023

  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 Vet 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:12/15/2023

  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 went online to find free lawyer advice on Dec 14. The justanswers.com website came up, and advertises someone can ask a question for $5. It does not make it clear to a consumer that they automatically enroll you in their monthly plan. I only found out by checking my bank account.When I went to the website, I saw I could cancel my membership, so i did. I cancelled it less than 24 hours from paying the initial $5 and asking my question. This company refuses to refund me the $60 saying it was in their hidden rules that if you ask a question, you pay $5 + a monthly membership fee. This company is practicing deceitful advertising, and should honor a refund for someone who was tricked into their services and cancelled their membership immediately when I found out they blindly made me sign up for a membership.

  

  Business Response

  Date: 12/15/2023

  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. We'd like to clarify that JustAnswer has always been a paid q & a website. It looks like you accepted an offer to try our monthly membership program, when you posted your Legal 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:12/15/2023

  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 August 5 I paid $2 to ask a doctor a question. I don't remember signing up for anything, and thought I was connecting to a local telehealth service. I believe their site came up googling telehealth. I was feverish and in distress, and calling to ask about symptoms that did in fact turn out to be an emergency / life-threatening and had me spend time in hospital. On my account, ********************** charged me 2 dollars, plus another 66$ the same day (Aug 5). I would not have asked the question had I known I'd be charged $68, and certainly would not have knowingly signed up for ongoing monthly charges. I caught the charges in October, and tried communicating with JustAnswer and my credit card company. They cancelled whatever subscription but I have been trying to get the 66 dollars charged to me in August, September and October refunded. It's poor business practice to predatorily sign up people dealing with a health crisis. I'm seeking a refund for $198.00

  

  Business Response

  Date: 12/15/2023

  Hello Sonnet,
  
  Thank you for reaching out to us at 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:12/14/2023

  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.

  My cat was crawling on the floor while meowing like a tornado siren. I called 4 veterinarians in my area and they all said that the Emergency line is for established patients only. Well hes a cat so I havent needed to take him to the vet and he was fixed at the humane society. I try calling a few other people multiple times and no one answers. So Im googling it while panicking and I come across this site that says I can speak to a licensed vet on the spot. I shouldve known it was too good to be true but i was desperate. I get a message saying that they are sending me a coupon to join for $5 and have unlimited questions and then the monthly fee would be $35 after that. So I do it and after explaining whats happening to my cat her response is. You need to take him to the vet before he dies. He will not make it overnight. If you dont take him to an emergency vet right now, he is going to die. Every time I say anything that is all she is saying. Ok so if that was an option why would I be on here paying to talk to a vet?! Thats obviously not anyones first option. After getting off the phone with the vet one of my friends called me back and brainstormed for a minute. Figured out the problem and within an hour my cat was doing much better. My friend got no more info than the vet and I was in WAY worse shape after the conversation with the vet. Then I go check my card and I was charged the $35 on top of the $5. So I would like my $35 refunded.

  

  Business Response

  Date: 12/15/2023

  Hello *********,
  
  Thank you for giving us the opportunity to assist with your concern today.
  
  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 *********************