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:01/05/2024

  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.

  Online transaction on 12/31/23 with Just Answer website. It said that for $5 they could answer my question about my dog. I went ahead with this and $35 was immediately added to the fee. When I saw this, I contacted the customer service to cancel. It was maybe a half hour after the first transaction. They did cancel my membership but are still charging me $5 plus $35 for a months membership fee even though I never agreed to the membership and cancelled within a half hour. When I contacted customer service today (1/5/24), the company policy is no refunds. So basically I am paying $40 for a service that was cancelled almost immediately after realizing I was being charged a $35 membership fee and not just the $5 to have a question answered. When I disputed the charge, I was told that it was not refundable and have a nice day!

  

  Business Response

  Date: 01/05/2024

  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 Dog 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:01/04/2024

  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 submitted a question and paid the $5 fee back on Jan 3, 2023. While reviewing my credit card statement recently, I realized that they have been charging me $30 a month ever since and the $5 charge was marked as a join fee. I immediately cancelled and would like a refund of the money and to let everyone know to be careful.

  

  Business Response

  Date: 01/05/2024

  Hello ****,
  
  Thank you for reaching out to us. We'd like to resolve this for you ASAP. 
  
  We've cancelled your most recent 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.
  
  We've also refunded the other membership charges. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:01/04/2024

  Type:Sales and Advertising 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.

  Falsely advertising a free legal consultation with a real attorney. However, when I describe my legal issue then I'm directed to a payment page where they tell me I have to pay $5 in order to consult with an attorney which means it is not free. The $5 is also an initiation of a subscription that costs $50 a month which is in the small print on the page where you make your PAYMENT for your FREE consultation. Completely unfair and false advertising.

  

  Business Response

  Date: 01/05/2024

  Hello *****,
  
  We're sorry for any confusion. JustAnswer has always been a pay site and a subscription-based service. We do not claim to be free in any of our advertisements or on the site. 
  
  Please reach out if you need additional assistance. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:01/04/2024

  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 needed answers to a legal problem I was having they said that I needed to pay $5.00 and I was willing to just pay the $5.00. when I checked my card they charged me $60.00, plus the $5.00 telling me that I was instead getting a monthly subscription when I asked for my money back they said NO. Please let me know if I should open up complaints with the ********* and State regulators. I din't not agree to the $60.00 monthly subscription. To top this off the company didn't answer my question even after having me on hold for 27 minutes.

  

  Business Response

  Date: 01/05/2024

  Hello ******,
  
  Thank you for reaching out to us. Let me resolve this for you. 
  
  I'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 *********************

  Customer Answer

  Date: 01/05/2024

  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:01/04/2024

  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.

  They charged me an additional CA$66 than what they mentioned "only CA$2".Yesterday, January 3rd, at 7:30 p.m. I was trying to file a complaint online. By searching "small claim court" I came across this website. After I explained the is***, they answered: "join JustAnswer for only CA$2 (fully-refundable)" (screenshot available), and instantly, they directed me to another page that popped up on my cellphone screen. (Screenshot available) The page was for filling out a form to join their platform. In the form nothing was mentioned about the price. Only bank information, email address and postal code were required. I expected to be charged only CA$2, as they mentioned. When I wanted to press (contact now), like all other websites, I expected to see a confirmation button with showing a price. But, as soon as I pressed (contact now), I was charged directly, without seeing a confirmation button and the price. Later, I checked my bank account online, and I saw that they charged me CA$2 and an additional CA$66.Their answer to my question doesn't my problem. "Give them a written deadline to pay you. If they fail to comply, then *** them in small claim court." For this answer they charged me a 66$ hidden fee. I knew this from before, and even by searching "small claim court", I came across this website.I was curious what could be (fully-refundable) (?) that they mentioned. After I found out that they charged me an additional CA$66, I instantly canceled my membership, and I asked them for a refund. But they replied: "...the membership payment is not eligible for a refund as stated in section 9, subheading..."Later, I checked in their enrollment page again to see if any amount or conditions are mentioned, and I saw on top of the page (in small letters, like a marginal headnote, not outstanding), mentioned "...CA$2 join fee and CA$66/mo...".When not mentioning me the $66, then they shouldn't have mentioned "only CA$2" too and should have let me find out everything myself.

  

  Business Response

  Date: 01/04/2024

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

  Thank you for sharing your screenshot, you can see the pricing there at the top of the page: ****************************************

  I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

  Best,

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

  Customer Answer

  Date: 01/08/2024

  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:01/04/2024

  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.

  I had a problem with my TV and couldnt get it to open any of the Apps or paid channels and called Just Ask. (I entered my carrier name **** in the ****** Search and the site popped up. I was informed there was a $1.00 charge to talk so I gave them my CC information. I received a request to chat and the tech spent some time trying to resolve the problem. He ended up telling me to talk to **** my carrier. The next thing I know my bank called asking if I was aware of a $46.00 charge on my account. Nothing was said about $46.00 and now I am wondering if they are slipping in a subscription fee.

  

  Business Response

  Date: 01/04/2024

  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.
  

  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: 01/05/2024

  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:01/04/2024

  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 talked to a vet about my cat only for a few min via chat. I was asked to pay $2.00 for the question. Now I was also charged $44.00. There was no mention of any additional fee only if there was a phone call. I would like this $44.00 reimbursed. I tried contacting customer care but put me through to the vet, but she is not in charged of the charges. Please rectify this ASAP. I did not authorize anything but the $2.00

  

  Business Response

  Date: 01/04/2024

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

• Initial Complaint

  Date:01/04/2024

  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. 3, ****, I was looking for answers to a problem I had with a piece of machinery. Just Answer came up on my ****** search. For $1, I could get my question answered by an expert. Later that day, I received an email that I had a membership to JustAnswer. I checked my credit card balance and realized they had charged me the $1, plus $28 for a monthly subscription. When I asked them for a refund, they refused. They claimed it was in the print of the agreement when I asked my question. They are deceitful and dishonest. A reputable company would happily refund an unwanted membership. I'm 81 and have no use for such a membership. It should be an option, not something forced on me. To make matters worse, the "expert" couldn't answer my question. He did send me a manual for my planer, but I can't open it.

  

  Business Response

  Date: 01/04/2024

  **************,

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

  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: 01/05/2024

  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:01/04/2024

  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.

  This business is a total scam and doesnt warn you ahead of time that its a chargeable website and just STEALS your money as soon as they con you into giving them your account information when youre just thinking they are looking up your payment information on what you are trying to return, Man, as if living isnt expensive enough nowadays without sleazy businesses like this one stealing from innocent people! Sad there are SO many crooks out there online and offline.

  

  Business Response

  Date: 01/04/2024

  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:01/04/2024

  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 used JustAnswers once in 2020 for a vet question for $5, months later, I wanted to ask another question for $5 and used a different email this time, they took my credit card info from first account I made years ago and charged me a monthly subscription fee of $42 but didn't say anything about that and I thought I was only being charged $5 for the question I was asking at the time but didn't state at the time of asking that question that it had that information saved in its system or that it would do that. This $42 monthly charge continued even when I tried to cancel it. I logged in to confirm that the original email account was not an 'active' membership since 2020 but when trying to log in with my other email, it told me no account existed so I was confused about where the charge was coming from. I logged in with my boyfriend's account to ensure it wasn't somehow attached to my card as well and could be the reason I was being charged, it wasn't, but I 'cancelled' that membership as well. 5 days later, I was charged another $42 again. I called for a refund for that charge and they found another account attached to me based on my phone number and card details but it was not my correct email and refused to issue a refund even though I made it very clear I have not been used this service for years and have made many attempts to rid myself of it and it's continued charges. I requested for the agent to delete all of my personal information - accounts and credit card information etc - from their servers, that I didn't just want a 'non-active membership' but that I wanted nothing to do with them and wanted my information cleared from their system so that I could ensure I wouldn't be charged anymore. The rep just stopped responding and didn't do anything. There is no option for me to do this myself and I do not feel comfortable with this company having the ability to hold my information or possibly use it again.

  

  Business Response

  Date: 01/04/2024

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

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