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:01/04/2024

  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.

  I submitted a question to Just Answer about some old coins I had to find out there value as of today. I thought the initial charge was $5 but was charged $65 for a subscription which I never signed up for. I cancelled the subscription in less than 12 hours and the charge of $65 is still pending. I want my money refunded because this was an unauthorized subscription charge.

  

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

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

• 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.

  On January 3, I was seeking copies of *** voucher forms. I entered ***.gov on my computer and it was redirected to just ask.com. On the *** website they would be free, but they wanted $5. I consented to pay the $5 and they sent me the forms after I paid with my credit card. The first attempt with my credit card failed because I made the mistake of using the security code from another card. Once corrected, it went through. They offered phone consultation for $52 and I declined. Later I received an e-mail from my credit card stating that I had a $55 charge on my card declined. I called and they said it was the same outfit. They also told me there was a second $55 charge that went through and was pending. I told them to cancel it and that it was fraudulent. They gave me the phone number of the company to call, which I did. I was told that the $55 was for a bogus membership that I knew nothing about in addition to a separate $5 charge that they had submitted on my card for the forms. They said they would cancel the membership but not the membership fee. I was outraged. I was told numerous times that was their process. I told her process and scam were not synonymous. We argued for about thirty minutes. She said a supervisor would call in about thirty minutes. There was no such call. In a few minutes I got a boiler plate letter from one *************************** that was written for victims of the scam stating that the membership would be canceled but no refund. I am 80 years, a retired economics professor, and I have never encountered such an outrageous scam. The complaints about it are endless.

  

  Business Response

  Date: 01/04/2024

  Hello *******,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that we already cancelled your payment on 1/4/2024. 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.

  Thank you for your input.  The complaint has been amicably resolved.

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

• Initial Complaint

  Date:01/03/2024

  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 was told I would be charged $5.0 0 and I looked at my bank and was charged the $5.00 plus another $35.00 which I was not told I would be charged. Asked for a refund and was told NO. I was charged extra money that I was not informed on and put in to over draft. ALL I wanted was a refund. This is all within the same day. If not hours

  

  Business Response

  Date: 01/04/2024

  Hello *******,
  
  I definitely want to rectify this concern 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 *********************

• Initial Complaint

  Date:01/03/2024

  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 thought I was paying a one-time $1 fee for health advice and I recently noticed I have been charged $40 on Jan 2nd, ****. The advice came through chatting with the representative and it was only said I needed to pay $1 which also it says refundable as part of a free trial program. Nowhere it mentioned in the chat or in the payment page that I needed to pay 40 dollars. I looked up info since then and I am not the only one who is impacted like this. Without my knowledge and my authorization, I was charged 40 dollars and added to the membership plan which I never Opted In. I have sent a couple of emails to them but they are purposely not accepting their intentional mistake in getting money from the consumers.

  

  Business Response

  Date: 01/04/2024

  Hello *******,
  
  Thank you for letting us know. 
  
  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 *********************

• Initial Complaint

  Date:01/03/2024

  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 Dec 16th I had a question as I wasn't feeling well. So I was told that the question would be answered for $2. Before I knew it I was charged a membership fee of $66 and was told it was non refundable.

  

  Business Response

  Date: 01/03/2024

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

  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:01/03/2024

  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.

  My wife *** was provided this business phone # when she contacted Uber to attempt to cancel a ride (it was a pre-recorded message. She was provided information on how to contact Uber but we did not sign up for a membership to this business service ($46.00). We want this business to refund the $46.00 to my Chase account. The agent should notify the caller about the membership and fee immediately upon answering the call.

  

  Business Response

  Date: 01/03/2024

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

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

• Initial Complaint

  Date:01/03/2024

  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 called this company to get an answer to a question. I never did get an answer and they monthly enrolled me which I did not want so canceled online right then. Now they have charged me $46 as a monthly fee. I called them and tried to Get it resolved and I could tell they do this all the time. She was quick with an answer as to why it happened and that they were not at fault and did not really have any of ref funding my money. She said it would be canceled from now on and on an email confirming that . This company is a rip off and any contact will mean you are charged $46 at least depending on when you catch it on your credit card account.

  

  Business Response

  Date: 01/03/2024

  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 fees. 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
  *******************
  

• Initial Complaint

  Date:01/03/2024

  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.

  JustAnswer failed to answer a simple question about uninstalling the RoboKiller app on my iPhone in June 2023. It gave me erroneous and contradictory information from six different experts. I had to find the solution to my problem elsewhere. I responded to multiple answers that the information was not helpful and please cancel my 30 day free trial. The emails stopped, but I was/am being $46/month until February ****.

  

  Business Response

  Date: 01/03/2024

  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 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: 01/04/2024

  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:01/03/2024

  Type:Sales and Advertising 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 was having a plumbing problem and I was checking online for the answers. I ran across this company to get possible answers. I typed in the question and was prompted to pay $5.00 to talk to a professional. I spoke with an individual who couldn't really answer my question. No problem, it only cost $5.00. But later I discovered that they had charged me $40.00 a couple of days later in November and then another $40.00 in December. I complained through PayPal and they refunded $40.00. NOW I WANT my other $40.00 back. I never signed up for any membership I was just seeking advice.

  

  Business Response

  Date: 01/03/2024

  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: 01/04/2024

  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:01/03/2024

  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 came across JustAnswer.com while looking for support with a legal question. Upon answering some prompts in a chat experience, I was told that for $1 I could text with an expert. When I looked at my credit card statement, I see the $1 charge as well as a $55 charge. I emailed customer support and was told that "Before customers are able to post a question, they need to agree to the policy regarding the charge displayed before you put their credit card information."I saw no mention of $55 anywhere in the site experience, this is very scammy and i see complaints about this across the internet!

  

  Business Response

  Date: 01/03/2024

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