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: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.

  I was told I would pay 5 dollars and then would get more info. I was in charge $45 and had my question answered but I was unaware that when I sent in my first paragraph I was asking a question the person answered incorrectly and was incredibly rude when I tried to give them more information. They didn’t understand the whole situation and they did not ask clarifying questions, I was never told that first paragraph would be my only chance to get information from this man. I also was never charged just five dollars. I was instantly charged 51 He interrupted me and didn’t complete. The service asked for. This is a horrible service.

  

  Business Response

  Date: 01/31/2024

  Hello Kelly **,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and we’re sorry that it didn’t 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,
  
  Angela* ** Customer Care 
  *********************** ************ **** **
  
  

  

  Business Response

  Date: 01/31/2024

  Hello Kelly **,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and we’re sorry that it didn’t 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,
  
  Angela* ** Customer Care 
  *********************** ************ **** **
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  Last night 1 29 24 I contacted JustAnswer to ask a question. The site said I had to give them a credit card before anyone would answer me. So I put in my credit card which was denied by my credit card company so I had to call the credit card company to say the charge was valid before it would take. In between all this a list of something flashed disappeared and I did not worry about it. *************************** was waiting on the line and he said it would be a $59 charge and the best way to answer me was by phone. OK a $59 charge for a question answered sounded find so I finally got my Discover card to take. I asked him a question and he said to ignore the problem and it would go away. ok. Today I got in touch with the *********************** and they laughed after I told them the advice I was given. They said everything had to be in writing. ***** gave me a wildly wrong answer. Today I find 2 charges on my account. A $59 charge and a $60 charge. So I contacted JustAnswer to get a refund on the website. ******** a customer care center said I had agreed to a reoccurring monthly fee of $60 and an extra charge of $59 for a phone call. He said he would stop the reoccurring $60 but I was required to pay both the $59 and $60. This is wrong!. *************************** told me $59 which I got in an email. I never got an email about a $60 charge. I want a refund. ***** should have been clear this was an additional charge on top of another charge I was unaware of. Plus ***** should have given me a better response. No I dont want to talk to another "expert". Refund everything. And PLEASE make sure there are no reoccurring fees. Please make sure your website and personal are clear on charges.

  

  Business Response

  Date: 01/31/2024

  Hello *******,
  
  I'm here to help you resolve this matter.
  
  This is to confirm that **************** already cancelled your $60 payment on 1/30/2024. I've cancelled the $59 charge. 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 *********************

• Initial Complaint

  Date:01/30/2024

  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.

  I have the same complaint as most of the others I've read concerning Justanswer.com. Their website said I could get an answer to a simple excel problem from an expert for $1. I put my credit card info in and suddenly I was charged an extra $55. This charge should have been clearly stated on their web page or at least a confirmation pop up to say how much I will be charged and giving me the option to cancel. To make things worse when I contact them to get a refund, a chat bot replies and just directs me in a circle that brings me right back to the same options to click on. Their business practice is unethical and based on the number of people on here complaining about the same thing, they've been doing this a long time. I would like to have the $55 refunded. They can keep the $1. That's what they said my answer would cost.

  

  Business Response

  Date: 01/31/2024

  Hello *******,
  
  I want to resolve this issue for 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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/30/2024

  Type:Order 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.

  Last week I was looking on line to troubleshoot a problem with my new camera. I kept getting an answer now, for 1 dollar we will answer a question then after that if there is another question it will cost you $55.00 .i would never pay a computer generated answer machine $55.00 that just types out more questions to me. It was not even a person that was helping. I was trained as an HVAC-R tech.who knows how to trouble shoot problems. I only say this because the questions they were asking were the same as the ************* posted. I would hire a professional if I was going to pay that much money.its sad for me to believe that this just answer company is not stopped.this is a word play advertisement that is deceiving. I am reluctant to give my credit card out to anyone ,but this is the way things are going. This is a a good example of a hijacking a credit card. If they really wanted to help they would say first question free, more questions will cost $55.00 please stop this company conning the seniors as my self and the uneducated of our country. I dont even remember asking them a question, they just asked me questions.Thank you, ******************

  

  Business Response

  Date: 01/31/2024

  Hello *****,
  
  Thank you for reaching out to us. We apologize for any inconvenience.
  
  In checking your account, I see that **************** already refunded your payment on 1/30/2024. 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:01/30/2024

  Type:Customer Service 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 1/30/24 I went to the Just Answer website to get a taxation question answered. The customer service agent told me "for just $1 you can get your question answered." I put in my information and was charged $46. Apparently the $1 was for the join fee. and the $45 was for the monthly membership. This was very misleading, the lady should have just said the total would be $46 instead of $1. The customer service agents I reached out to was not helpful and was never able to tell me what you actually get for $1. It seems to be a misleading sales tactic being that you have to spend $46 to get a question answered. I have attached the conversations. Notice they never address what she said to me nor did they deny it. They know exactly what they are doing.

  

  Business Response

  Date: 01/30/2024

  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 Tax 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: 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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  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.

  Was trying to connect with a phamacist online, and the prompt was that I was required to pay only $2 dollars to join the service. I followed the prompts for payment, and when I checked the charges they had charged me $66. In addition to this issue, the services were not as advertised, and the response never occurred between me and the pharmacist.I am just looking for a refund, and hoping that this business is eventually rehabilitated or shut down.

  

  Business Response

  Date: 01/30/2024

  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. 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:01/30/2024

  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 11/30/23 I had contacted Just Answer on line to get information relating to Estate Law. My husband had passed earlier in November and I didn't have a signed/witnessed copy of his will, only subsequent Codiciles executed in a different state. After having a "Chat" conversation with their staff, I agreed to pay an initial $5, then another one time payment of $59 to speak directly with an Estate lawyer. I was transferred to a lawyer who provided needed info in under a 10 minute conversation. Never, in any of these contact conversations was I informed that by doing so, I was now subscribed to a $60 /month Membership that would be charged to my debit card until cancelled. In early January I accessed my bank activity to discover that on 12/4/2023 the $59 authorized charge was processed + a $60 & another $60 on 1/03/2024. never authorized. I placed a Stop Payment with my bank to block subsequent charges. and filed claims with ***** Fargo requesting credits for the $120 unauthorized charges On 1/26/2023 I received 2 letters from my bank advising the charges were "authorized" and that the credits would be reversed. After checking for previous emails from Just Answer, i found one dated 11/20/23 that stated Estate Lawyers were working on my question and I be contacted. This wasn't the case as I was transferred by the Chat staff member directly to an Estate Lawyer. In a separate column to the right "Membership details" were provided with a temporary password to access my account. I had never read this email as I had spoken to the lawyer. Using the temporary password, I cancelled the membership on 1/26, receiving confirmation, then a text on 1/30 that a new $60 refund was processed. I later spoke with a service rep who just kept saying a refund was issued, but nothing about the previous $120 charges. I am requesting a refund of $120. This company is employing deceptive business practices & scamming people, evidenced by the numerous victims scammed who have filed claims.

  

  Business Response

  Date: 01/30/2024

  Hello ********,
     
  We extend our heartfelt condolences for the loss of your loved one. Our thoughts are with you during this difficult time.
  
  We've processed a refund for your recent transaction. If you have any further inquiries or need assistance, please reach out to our customer support.
  
  Wishing you strength and comfort.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21222196
  
  I am rejecting this response because:

  The $60 refund was for a new charge , not the previous $60 charges processed on 12/4/23 & 01/03/24. Also, I had placed a Stop Payment blocking further charges from Just Answered processed to my bank account using my debit card after seeing the 2 charges on my bank statement, so no new charges could go thru. You've given me NOTHING. Please address the issue at hand by refunding the previous $120 in UNAUTHORIZED charges. This company is employing DECEPTIVE & UNETHICAL business practices that should not be tolerated.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/31/2024

  Hello ********,

  I'm pleased to inform you that all charges associated with your account have been refunded. We've processed the refunds for you, and you should see the credited amounts reflected in your payment method soon.
  
  If you have any further questions or concerns regarding your refunds or any other matter, please don't hesitate to reach out to us.
  
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  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.

  January 30, **** They said the fee was $2 then charged me $2 plus another $86 When I tried asking questions the automated chat said they had "Left the building"

  

  Business Response

  Date: 01/30/2024

  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 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:01/30/2024

  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.

  This business does not provide receipts for their monthly membership. It is clearly an attempt to hide the fact that they do charge a monthly membership. And this is the type of service that you use once and you no longer need therefore, they try to lock you in a membership.

  

  Business Response

  Date: 01/30/2024

  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 insurance 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: *************************************. You're also not tied to any contract  with the membership, which means you can always cancel your membership.
  
  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:01/30/2024

  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.

  My 5 year old was complaining of vision problems just before going to bed, so once I put her to sleep I went online to research what may her problem be, that's when I stumbled upon JustAnswer which had an offer to talk to a doctor online for 1 dollar, I talked (he wasn't much help to be honest and his English was questionable), I even tried googling the doctor to see his references but they only provided a first name so I couldn't do it. Anyway, after that was done, I was charged additional $40 that I was not informed of and did not give consent to be charged that amount. I live in a country where we have free public healthcare so why would I be willing to pay $40 for an online doctor? The only reason I agreed to pay is because they claimed that the price is $1.

  

  Business Response

  Date: 01/30/2024

  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. 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: 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.
  
  Sincerely,
  
  ************** Jovanchevska