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:02/01/2024

  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 Googled "advise from a lawyer *******". Just Answer came up on my phone. It basically stated type in your question. I did and got an immediate reply asking a few more questions. Then I received another reply saying a lawyer would send me a reply. I was then asked for a credit card for the charge of $2.00. I enter this information and I got my reply. Then I get an email saying I was being charge $66 monthly and I could cancel anytime.That is very deceitful and unethical. I was never told of this $66 monthly charge or consented to it.

  

  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 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 asked to pay $2.00 for my answer on just ask and was unaware I was signing up for a monthly membership of $66.00 per month. Directly after seeing this, which was after you pay the $2.00 and get your answer, I asked them to cancel this as I was not aware of this charge and I did not agree to this and I dont want a membership. They have not cancelled it and refuse to confirm that they have. I followed up with them this morning. Still no membership cancellation or refund. I need a refund, I am not interested in a monthly membership, I have no use for and I never agreed to these terms.Doesnt seem Im getting one with any attempt I make/I cant have these charges and am not ok with them.

  

  Business Response

  Date: 02/01/2024

  Hello Shae,
  
  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:02/01/2024

  Type:Customer Service 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 like all the other complaints I paid a listed price of $5 for a single question and was billed $60 for a membership fee. This is a deceptive scam and immoral. I will file a complaint with my card company if I have to.

  

  Business Response

  Date: 02/01/2024

  Hello Alexander,
  
  I would like to resolve this f** you. 
  
  I've refunded your 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,
  Vanessa
  JustAnswer Customer Care
  ************************ ** ************** *** **

• Initial Complaint

  Date:01/31/2024

  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.

  Hello, about an hour ago I sent in a question for **********. I was told it was $5 to ask the question (membership) and the membership was fully refundable (as shown in the screenshot). When I checked I noticed they snuck in a $46 charge that they were not up front about and I was told I cannot get a refund anymore even though I was told I could and wasn't told the actual amount I was being charged. I told them my brother had just ****** ******* we needed the money for a lawyer so we can get him cremated, they're taking advantage of customers in emotional distress and tricking them into giving them more money than the customer thought.

  

  Business Response

  Date: 02/01/2024

  Hello Makayla,
  
  We apologize that you had this experience with JustAnswer.
  
  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,
  Vanessa
  JustAnswer Customer Care
  ************************ ** ************** *** **

• Initial Complaint

  Date:01/31/2024

  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.

  So on 01/29/2024 that evening, my dog was sick and decided to try to ask a vet online any recommendations till I could take him to his vet in the morning. I came across Just Answers . I asked my questions and it popped up and said it would be a $5 dollar charge. I agreed and waited for an answer from the vet who did answer my question but as I was leaving the site I saw something regarding membership. After dealing with my dog issues I went back on the site and canceled the membership I never saw or agreed to let alone to pay $35 dollars a month. I would never pay that to ask questions. I called they refused to refund me the $35 dollars and explained I agreed to pay the $5 but not $35. Again she refused. As I was talking to her I googled the web site and started a chat ask ask how much to ask a question they said $1 join fee the $46 a month. They keep changing the prices and count on that people won’t notice the other cost . All I want is my $35 dollars back that I never agreed to.

  

  Business Response

  Date: 02/01/2024

  Hello Michelle,
  
  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 bef**e 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:01/31/2024

  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 contacted this business in October 2023 while trying to resolve a problem with my phone while on an overseas trip. I did not realize, nor was it clearly disclosed to me, that I was signing up for a subscription service, and in no way did I intend to have a monthly service charge deducted from my account. Nonetheless, I was charged $1 for my initial contact on October 15, and then was charged $46 on October 18 (three days later), and on the 18th of November, December and January (for a total of $185). While I received a "welcome" email on October 18, that email did not spell out that I had agreed to be charged for a monthly charge or confirm what that monthly charge was. Because I was out of the country with limited phone service when I contacted Just Answer, I did not notice the monthly charges until January 29. On that day I went to the Just Answer web site and opened a chat session in which I explained I did not authorize this service and wanted a refund. The response I received via chat—it was not clear whether this was a live person or an AI bot—was to fill out a form and pay an additional $5 in order to pursue the complaint. Asking someone seeking to cancel their account and obtain a refund to pay additional money (even purportedly "refundable") struck me as deeply unprofessional and potentially fraudulent, so I refused. I have never encountered this type of behavior from a reputable company. (For the record, I have a screen shot of this chat session.) I have since been able to access my account and cancel my membership without paying additional charges, the instructions for which should have been presented to me via the chat session. However, I am requesting a full refund of all charges made to my account.

  

  Business Response

  Date: 02/01/2024

  Hello Paul,
  
  I want to resolve this issue for you.
  
  I'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,
  Vanessa
  JustAnswer Customer Care
  ************************ or ************** *** **

• Initial Complaint

  Date:01/31/2024

  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.

  justanswer.com - I agreed to pay $1 to post a question - and it said it was fully refundable. Was then also charged $30 up front, which according to the terms I read after the charge went through, that only future charges would be cancelled - not this one. I would like to request a refund of the $30 - the $1 I am willing to pay.

  

  Business Response

  Date: 01/31/2024

  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 Car 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,
  
  Angela, ** Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:01/31/2024

  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.

  On Jan 29, I was trying to ask ****** a question about my computer not working. For some reason a page appeared asking me for my question. Once I typed it, I realized it was a third party and canceled my request. Lots of back and forth emails, where they assured me they would reimbursed me. 2 days later I check and no reimbursement, which I emailed them about. They said they will reimburse me the $1 for the question, but that there was a $55 membership that was not cancelable... even though this was not stated clearly and the request was done the SAME DAY!!! for a service NEVER USED!!! and their website has glitches when I try to look for the Contact Us page. Too many red flags, this shows they are using unethical deceptive ways of making money.

  

  Business Response

  Date: 01/31/2024

  Hello *******,

  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, 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. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ******************** 
  
  

  Customer Answer

  Date: 01/31/2024

  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; as I will get reimbursed.

  However I still think their practices are a bit too opaque, particularly for naive people browsing the internet that would be more vulnerable. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/31/2024

  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 use the website justanswer.com in order to receive legal information on a contract. I was asked to pay a $25 charge which repeatedly said was declined. Then it turned out I was charged $46 and then $5 separately. I never approved these charges nor did I receive help from their lawyer. How do you charge someone when your card was declined? I spoke to three customer service representatives who kept repeating their policy on this charge. I am confident this is a bogus company.

  

  Business Response

  Date: 01/31/2024

  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,
  
  Angela* ** Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:01/31/2024

  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 January 30, 2024, I searched forca answer about my dog. The Just Answer (Vet) site came stating get your question answered for just a $1. Talked with a vet and got my answer. Checked my credit card account the next day and there was a charge for a $1 and a charge for $28. I never signed up for a recurring membership fee. I advertisement was misleading and unethical. I canceled the membership and I would like my money back.

  

  Business Response

  Date: 01/31/2024

  Hello Kimberly,
  
  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,
  
  Angela, ** Customer Care 
  *********************** ************ **** **