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:01/10/2024

  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 January 8. ****, online, I had one question from JustAnswe. The prompt indicated a one time $2 refundable charge. I got charged that plus $40 for a membership I didn't intend to buy. Their website doesn't make it obvious that there is a charge. As well as, it seems. that I have to create a membership in order to avoid future charges! I want my $40 for membership and the $2 for the answer, which I can't get unless I sign up for membership!!

  

  Business Response

  Date: 01/10/2024

  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 HVAC 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:01/10/2024

  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 contacted justanswer for one question for $1.00 on 10/02/2023. I was charged $1.00 on 10/2/23 asked my question on 10/4. I was then charged $36.00 on 10/8. I contacted them (on a chat because there is no phone number to contact them) they confirmed I had cancelled and when I requested a refund of the $36.00, they stated they would not charge me going forward and they could not refund my money. I argued with them and demanded a refund. Then on 11/6they charged me another $45.00 I contacted them again and again they verified I had canceled, same conversation wanting a refund. Then on 12/4 they charged me another $45.00 contacted them with the same results. January 4th, they charged me another $45.00. There is no way to cancel this and get a refund communicating with them. It is a worm hole with no end. I want reimbursed for the full amount and for them to stop pulling money from my account on a confirmed canceled never used after the trial account.

  

  Business Response

  Date: 01/10/2024

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  Our records indicate no recent charges of $45 on your account. To assist you better, could you please provide additional details or clarify the nature of the transaction in question?

  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.

  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ******************** 
  

  
  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21117759
  
  I am rejecting this response because: There have been a total of 4 payments of $45.00 one for $36.00 taken from my account.  The phone number on the email was automated and was the exact same response I have been getting for 4 months. Again, I was unable to talk to a customer representative, I will be satisfied when they refund the payments that were Freudianly taken from my account.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/15/2024

  Hello ******,
  
  Thank you for your reply. 
  
  We found another account using your email address and there seems to be a typo in the email domain (@gmsil.com instead of @gmail.com). 
  
  We've refunded your $45 payments. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy. 
  
  Meanwhile, the $36 charge was for a Legal question you've posted wherein one of our Experts assisted you. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:01/10/2024

  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.

  This is a bait and switch scam. I was told when I signed up it would be $1. Then, only after I signed up, I saw the reciept on my email I was told it was $1 to sign up and $28 per month. I would never have signed up if I had know it was $28 per month - oh, and I NEVER got my answer to my question anyway. SCAM. I have cancelled my membership and they didn't even offer to give me access to my benifits for the time I have paid (unknowingly) for. They should give my money back.

  

  Business Response

  Date: 01/10/2024

  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 Cat 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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 01/11/2024

  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.

  However, the way they are collecting your $28 per month is wrong and sneaky. It's not clear when someone signs up. You're AI bot says -" join for only $1 per month" and then on the join page there is NOTHING indicating you'll be charging $28. Believe me, I looked for it.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2024

  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 went answers for some help figured $5 Bucks wasn't bad, found out today that I was being charged since March of 2023, I wasn't looking for a membership, didn't authorize these payments and would like a refund, after reading other remarks seems like I am not the only one this happened to.

  

  Business Response

  Date: 01/10/2024

  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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21115239
  
  I am rejecting this response because: AS you can clearly see from my ONE and ONLY question, it was brief and was not what I was looking for, I did sign up for your monthly service, Your records will indicate that I never used your service after that, Had I intended to use your service I would have used instead of just giving you money for NO SERVICE rendered. I am asking for a full refund, I know you are in the business to make money but it should be for work rendered.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/11/2024

  Hello ******,

  Thank you for your reply.

  I was authorized to issue another five membership refunds for you. You should see those back in your account within the next 3-5 business days.

  Best,

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

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not exactly what I wanted but I will live with the resulted outcome, I still believe that you shouldn't receive money for nothing, I do not mind paying for a service but to pay money out for no help or service rendered is wrong, I might have caught the transactions earlier but I didn't, I have been under medication for PTSD for quite some time, I am now just getting off of that regiment and taking control again, Thank you for your time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/10/2024

  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 went to check my bank account, which I do every morning, for this reason. There is a $1 charge then a $55 from Just Answer, I went to the sight immediately to take care of this, but the only thing available is a chat.I told in detail what I just said to you, except I typed that I did not want to report them to you if they do not rectify it, the chat said it would send me to a person, except it sent me to a page that asked me to put my information; my Credit card and everything. Like it is the start of getting a membership. I went back and it froze the screen to the chat, so I went around it by opening another page. When I typed it in the chat, it said it is for our customers to experience a better service, I explained that I am not a member, I do not even have a way to sign in, no credentials. this is that conversation. Welcome! What can I help you with today?I just had a conversation with this thing, I told it about being charged without my permission, that I never opened anything. I was given the message on this and directed to another page, which has nothing on it except to sign up. Now, I will immediately contact the BBB if I am not directed to a person.AI Assistant ***********************, AI Assistant Got it. This is JustAnswer, a paid question and answer site. We provide our customers with 24/7 access to thousands of great Experts. Do you wish to continue?No ********* Assistant ***********************, AI Assistant Sure. Thank you for chatting with me, have a nice day.I printed the first chat conversation, I maybe be able to figure out how to get that in, but not sure.I want to add that the sight seems to be set up so as to avoid one getting any further, I went to search for your site and just answer was the first one, I went to the area to the left of this that looked legitimate, except, it was a plain page with nowhere to go. Thankfully, I was able to realize this and go further to find you here. They seem very deceptive!

  

  Business Response

  Date: 01/10/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for the trouble this has caused you. There is no account associated with your email address or phone number. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist further. 
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ******************** 
  
  

• Initial Complaint

  Date:01/10/2024

  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.

  The site advertises "Join for only $5. Cancel anytime". I submitted my legal and was advised by a (virtual?) assistant to sign up. I input my credit card details and immediately received an email advising me that I had been charged $60. Within 5 minutes, I contacted the billing **** and was advised that the $60 was a non-refundable monthly membership fee. There was no attempt to explain what the "Join for only $5" meant. They pulled me in with this fraudulent claim and were never authorized to charge me $60.

  

  Business Response

  Date: 01/10/2024

  Hello ******,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. 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,

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

  Customer Answer

  Date: 01/11/2024

  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:01/10/2024

  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 went on to JustAnswer for a legal theater ticket issue - I was prompted to go to the JustAnswer site. . When I asked the question, the Chat assistant stated it would be a $1 initial fee with a $25 monthly subscription. I input my credit card info and proceeded. They said they could not help me and told me I had to call the theater myself, they could do nothing.After that I cancelled my account immediately, but there was a $46.00 dollar charge on my credit account. This amount was never mentioned or there was no transparency, it was misleading and dishonest. They did not state there was a $46.00 membership charge. $46.00 is not going to break me, but this has become a matter of principle. For a company to be so deceptive is down right criminal.I have attached an email correspondence between JustAnswer and myself where they state I am not eligible for a refund. NOT ELIGIBLE!!! Eligible means having the right to do or obtain something satisfying as well as desirable or suitable. Use of language like that does not reflect well on JustAnswer.

  

  Business Response

  Date: 01/10/2024

  Hello *******,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

  I see that your refund was issued on the 8th and it should show up within 3-5 business days after that. Please reach out if we can assist you with anything else.

  Best,

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

  Customer Answer

  Date: 01/11/2024

  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:01/10/2024

  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 1-7-24 I was searching an issue I was experiencing when I got a chat offer of help. I described my question and was immediately told that I would be referred to a contractor to answer my question and in the meantime, I needed to register my credit card for payment with a mention of $1 to initiate the transaction.I was confused by how quickly the request to register came but did so. As I was still waiting for someone to connect to advise me, I asked if I could cancel given the fact that I wasn't sure what was happening. I was told that the conditions could to accommodate a refund and that they would need to look into canceling.I'm fine with paying for something I received, but I never connected with any help and my request for a refund was denied. I feel this is not ethical business practice to "hussle" payment from someone before they're connected to the service and wish to not move forward.I will dispute the charge with my credit card company but wanted to report this as a highly unethical model for doing business.

  

  Business Response

  Date: 01/10/2024

  Hello ****,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. 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: *************************************

  I see that you did receive a refund on the 8th. Your payment is shown 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.
  

  I apologize that it took an Expert so long to get back to you but if you log into your account, you should be able to see their reply to you. Please reach out if we can assist you with anything else.

  Best,

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

• Initial Complaint

  Date:01/10/2024

  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.

  In 1-3-24 I went on there site and asked 1 question. They advertise $5.00 The question was answered. I was charged $5.00 then $30.00 on same day. I did not know it was a membership. I immediately canceled said membership. Have tried customer service a joke. It's auto.ated. Shame on this misleading business!

  

  Business Response

  Date: 01/10/2024

  Hello *******,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************

  I have refunded the membership charge and verified that your membership has been turned off. Please let us know if we can assist you further.
  

  Best,

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

  Customer Answer

  Date: 01/10/2024

  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:01/10/2024

  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.

  In July 2023, I needed help with a car repair question. I used justanswer.com to help get the information I needed.To get into their system and get the answer, you have to sign up for a "membership."But in the fine print of the membership details, apparently it indicates that the $39 fee will continue to be charged monthly until you cancel your membership. I did not catch that part in the fine print.This seems like a deceptive practice to me.Clearly they've had issues with this in the past, because when I sought resolution with a customer service representative, she had a script ready to read to me about this very scenario.This appears to be an "auto op-in" for a monthly charge when you sign up for a membership to get the answer you need. I thought that was illegal.I was charged $39/mo 5 times after my initial question was answered (6 times total).The customer service representative that I spoke to also had a script ready to read about only refunding only 3 months' worth of charges for disputes like this.So I was charged for 2 months when I didn't use the service...$78.00 I'm out.

  

  Business Response

  Date: 01/10/2024

  Hello Rich,

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

  Our records show that everything has already been refunded to you. If you are not seeing that, please reach out through my contact information so we may assist you further.

  Best,

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