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:01/03/2024

  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 being charged $5 to answer a question and when I checked my bank. I was charged forty six dollars for a membership and five dollars for a question

  

  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 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:01/03/2024

  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 looking for info on my bird having a seizure. A vet tech (supposedly) said I could download their app, pay $1 fee which would be reimbursed., and a vet would call me shortly. They did not. The NEXT DAY I SAW A MESSAGE from a vet who ask a few ?s and I should get the bird tested. This was a common answer, and no help. I immediately deleted the app.The following day I had a $29 charge for a membership. I didnt want a membership. I called customer service and some angry Indian dude was yelling a saying too bad and then hung up. That chat feature is AI and does not allow you to speak to a person. This outright fraudulent business $30 to find out how bad they are, but everyone will know from now on.

  

  Business Response

  Date: 01/03/2024

  Hello *****,

  We apologize for the way you were treated.  ********************* team will review the phone call and take appropriate action.

  I have refunded the $29 membership fee for you.  You should see the funds on your end in 3-5 business days.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• 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.

  On January 2nd ****, I attempted to connect with a doctor on JustAnswer.com. The website said it was $5 to ask a question. I went to use Apple Pay to pay this $5 fee, and all of the sudden I was charged $51. I attempted to quick cancel out but the payment went through. I was unaware as it was not told to me anywhere that they would also be charging a membership fee in addition to the $5 price they advertised. I was told $5, and charged $51. This is unethical, and sneaky, and should not be legal. I then did some additional research after this charge went through and found that not only was it NOT the price advertised, this extra money was for a membership that I also did not agree to, and that if I didnt quick cancel, these charges would be monthly.

  

  Business Response

  Date: 01/03/2024

  Hello ******,

  I apologize for any inconvenience.  I have refunded your $51 payment for you.  The 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 the account because it was never finalized.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 01/03/2024

  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:01/02/2024

  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.

  Accidentally clicked ok on my cell phone when asking the "free" question. I was charged $5 and $46 fee. I notified within minutes for refund and was denied. Do not do business with these people. They might claim to be "legal" but they aren't upfront about things and not truly resolution seeking.

  

  Business Response

  Date: 01/03/2024

  Hello,

  We apologize for any inconvenience.  Both of your payments have been refunded for you.  The $46 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 the account because it was never finalized. The other payment is being refunded as normal. 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.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:01/02/2024

  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.

  Misleading promotion. When I ****** searched Kasa Products. (the company from whom I bought the product), I thought the company was ************************ not a separate company. I believed the $2 credit card charge was a one time charge by the company from whom I bought wifi light bulbs and was willing to pay $2.00 to set up help with its product. I did not know it was a monthly subscription for $66.00 per month. I did not receive any services from the company and notified them within 5 minutes to cancel the credit card charge.

  

  Business Response

  Date: 01/03/2024

  Hello ***,

  I apologize for any inconvenience.  I have refunded the $66 payment for you.  The 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 the account because it was never finalized.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 01/03/2024

  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,
  
  C. *************************

• Initial Complaint

  Date:01/02/2024

  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 clicked on a link to make an appointment for SSI. It took me to a bot who said they have somebody that can help me and they sent me over a link for this company and the link asked for five dollars which said it would give me back, and then next thing I know Im charged $60 as soon as I realized it was a scam of sort I requested to have it canceled which they did immediately but they said they cannot refund my money. I never even had the question answered because I figured out the scam Quickly I want to request for them to send my money back. They said that they would not, but they wouldnt bill me for future.

  

  Business Response

  Date: 01/02/2024

  Hello,
    
  Thank you for reaching out to us at JustAnswer and we apologize for the confusion.
   
  We noticed that you visited us thinking we were another company. Were not associated with that company but we do have Experts available that are able to answer questions for you regarding their goods and services. We do advertise on search engines like ****** and it is possible that one of our advertisements came up when you were searching the web for an answer to your question.
  
  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: 01/03/2024

  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. Although I see one of the charges $5.00 still pending, I am hoping they will keep their word and withdraw the charge.  I appreciate the prompt response in this matter.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/02/2024

  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.

  On 12/12/23, I was attempting to stop a revolving charge with a movie theater (regal). The website redirected me to justanswer site and stated I needed to put in my credit card and one dollar fee would be charged and totally refunded. They called me and I asked if it was regal and they refused to respond. I realized I had been scammed and they continue to charge my credit card $46 my credit card company said they have been doing this to people and I needed to both file a complaint and fight the charge. Thank you for your help.

  

  Business Response

  Date: 01/02/2024

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

  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 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:01/02/2024

  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.

  On December 21,2023 I posed a question, through my personal account, in my Amazon app, in a customer service chat....or so I thought!Shortly after, I received an email from Just Answer, thanking me for using their service, confirming my order (#********-673) and advising me that a $2 CA join fee and a $66CA membership fee (which I would have to cancel to avoid future monthly charges) had been charged to my credit card account.I did not knowingly, or willingly, enlist the help or join this company and I DID NOT complete any credit card information or other method of payment.I called Just Answer and they very quickly canceled future charges but would not refund the two charges, saying "I must have clicked on a link". I absolutely did not do that and even if by some chance I had done that, they charged my credit card without me providing that information, so how did they get that!?I have contacted Amazon who said they do Not outsource their customer queries, nor share personal account info, including credit card info. They say they will investigate but after reading several other complaints brought to you about this company I feel something is really wrong here and I would like my charges refunded , at the very least. How are they able to to charge my credit card, without me providing information?? I am not saying they do not provide a legitimate service, however, the means to get it is very suspicious to me. Kindly awaiting your reply.

  

  Business Response

  Date: 01/02/2024

  Hello,
    
  Thank you for reaching out to us at JustAnswer and we apologize for the confusion.
   
  We noticed that you visited us thinking we were another company. Were not associated with that company but we do have Experts available that are able to answer questions for you regarding their goods and services. We do advertise on search engines like ****** and it is possible that one of our advertisements came up when you were searching the web for an answer to your question.
  
  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: 01/04/2024

  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:01/02/2024

  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 consulted you on 2/12/2023 and paid then. There was no suggestion then that payment would be recurring. As the query was not resolved then I resent being charged again. Please reverse this payment or tell me if you won't.

  

  Business Response

  Date: 01/02/2024

  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 recent 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: 01/03/2024

  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:01/02/2024

  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.

  JustAnswer asked me to pay 1euro and it suddenly went to a membership fee of 45euros which was uniformed, Id like to request you to pay me my money back

  

  Business Response

  Date: 01/02/2024

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