Important information
- Customer Complaint:
BBB’s business profile for Just Answer was created in June 2006, and a review of Just Answer complaints was completed in September 2024. Complaints on file state concerns with membership subscription.
Please note that Just Answer is a monthly membership-based service. BBB encourages users to review the following prior to using JustAnswer
Terms of Service (Section 9: Fees, Refund and Cancellation Policy)
Top FAQs
Membership
Payments/Billing
Complaints
This profile includes complaints for JustAnswer's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,412 total complaints in the last 3 years.
- 2,396 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/05/2023
Type:Service or Repair IssuesStatus: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 signed up for just answers on 11/05/23 (9:30am) because I seen an ad to speak with a pro for $1. I was then billed $28. I immediately messaged them and got a very rude ******** Care Agent named ******. She was very condescending and offered no help. Even though at that time I had not even spoken to a Pro yet. Then she stopped responding. I feel like this is false advertising to trick people in. I am requesting that the $28.00 charge be refunded. It seems like there are numerous complaints of this by JustAnswers.com. The way the ******** Care Agent acted was like she was use to it and the company didn't care. This company needs to be more transparent with prices for mobile users. I would greatly appreciate your help with this problem.Business Response
Date: 11/05/2023
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 renewal at any time. If you prefer, you can opt for pay-per-question instead of the membership.
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:11/05/2023
Type:Billing IssuesStatus: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 signed up for a free trial for $1. I started a service request and had to sign up for a monthly fee of $30, which I accepted. I decided to cancel the same day. I received a cancellation confirmation immediately, but my credit card has still been charged for the $30. I've filed a dispute with my credit card company, but it's unfortunate that I had to do so. The charge should have been immediately cancelled by JustAnswer. I'm still awaiting resolution on the side of my credit card company.Business Response
Date: 11/05/2023
Hello ********,
Our heartfelt 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
*******************Customer Answer
Date: 11/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:11/04/2023
Type:Product IssuesStatus: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 just tested positive for Covid. I searched ****** for a way to talk to a Dr to get an Rx. I found a paid ad from JustAnswer that advertised $2 to talk to a Dr regarding medical help. I gave credit card and waited for the call.Eventually I got a text message from a "certified doctor". He immediately tried to upsell be to a $71 phone call. Then he tried to upsell me to their Rx membership of some sort. A doctor for goodness sakes upselling.To make matters we worse, the "doctor" told me that ***** is no longer a serious problem and I do not need Paxlovid. <-- this could be criminal liability But after all that, I received a message that I was now registered for a $66 subscription to their service. I did not see ANYTHING about this and certainly would not have signed up!This is a clear scam. They need to be upfront and ask the user if they want to join their service. They know exactly what they are doing: feeding off the elderly and sick.Business Response
Date: 11/05/2023
Hello *******,
We deeply 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
*******************Customer Answer
Date: 11/05/2023
Complaint: 20826483
I am rejecting this response because: the issue is not my account. Rather the issue is that this company knows quite well that most users do not expect to see or see the fine print that they were automatically registered for a monthly subscription. The ****** ad says "get a question answered for $2", it DOES NOT say "get a question answered for $2 + $66/month subscription." THIS IS DECEPTIVE MARKETING THAT IS TAKING ADVANTAGE OF SICK and ELDERLY. Just take a look at the long list of identical complaints on bbb.org. Every single one says the same thing. This business needs to switch from an automatic opt-in to a MANUAL opt-in, in which they say "would you also like to add a monthly subscription for $66/mo? yes | no." This is not hard, they know exactly what they are doing and I have no idea how these employees can sleep at night, KNOWING that this is evil. FIX IT.
Sincerely,
*************************Business Response
Date: 11/06/2023
Hello *******,
Thank you for your reply.
JustAnswer offers dozens of different membership plans which is why we can't give you more specific details prior to asking your question and putting in your payment information. You can see here: ************************************* one of the offers we make, which is not the same as your offer. I apologize for any confusion that this caused.
Your membership has been turned off so you won't see any recurring charges.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************Initial Complaint
Date:11/04/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want a refund from JustAnswer.com Not only was I charged a 46$ membership fee that I did not know about. I was charged 5$ for a service I did not receive. When I prompted the attorney with a question, they wanted an additional 75$ to answer.I spoke multiple customer service agents. Two of the three ended the chat without helping. The last one said they refunded one of the transactions for 46$. But they wouldnt refund the *************$.Business Response
Date: 11/05/2023
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: 11/05/2023
Complaint: 20826376
I am rejecting this response because:
My account does not reflect a refund. There is no pending refund or reversal transactions on my card.
Sincerely,
***********************Business Response
Date: 11/06/2023
Hello *******,
Thank you for your reply.
Our records show that you processed the refund earlier today. It could take 3-5 business days for your bank to show this on your account.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************Customer Answer
Date: 11/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:11/04/2023
Type:Service or Repair IssuesStatus: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 November 4th 2023 my dog ingested battery acid after biting into a double a battery. I began to use my search engine on things I could do to help him after he developed a cough. The search for assistance brought up JustAnswer on the matter. Being that the site initially said there was only a five dollar fee to join which, I would have to do first to receive assistance. I did, it was five dollars. Later to learn that the fee was really ***** totaling. The help desk lady stated the **** fee was not the membership fee only to join the site. That I had the wrong understanding. As well as, being told my dog would be fine just give him water to clean his mouth, after ingesting battery acids. Remove this platform. Peoples pets will suffer from this wrong information, as well as up charging. I was then advised my a vet to take him in immediately to a veterinarians office for care.Business Response
Date: 11/05/2023
Hello Richaun,
I'm glad to hear that your dog will be okay.
I apologize for your experience. JustAnswer is a membership website you join. This would have been explained on the page where you put your payment information before you moved on to ask your question. Unfortunately, I can't locate your account with the information that you've provided here. Would you please reach out through my contact information so we can find your account and make this right for you?
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************Initial Complaint
Date:11/04/2023
Type:Sales and Advertising IssuesStatus: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 11/4/2023, I had a question for a vet and their website claims on HUGE BIG fonts that you can ask a question for $5. But they also hide any information about joining a $35 MONTHLY membership from plain sight. When I saw my Credit card notification I saw 2 charges, 1 for $5 which was expected but another for $35 which was a shocker.Their website is deceitful as it doesn't let the user know explicitly that they are being signed up for a monthly membership.Business Response
Date: 11/04/2023
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
************************************************************* ********************Initial Complaint
Date:11/04/2023
Type:Product IssuesStatus: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 on Just Answer and was told **** ..there were no place that said *****. I wasn't given an answer just an article and they refunded **** but then charged me *****. I want this refunded asap. you can't reach anyone online or phoneBusiness Response
Date: 11/04/2023
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 Antiques Appraisal 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:11/04/2023
Type:Service or Repair IssuesStatus: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.
The conversation with Just Answer was recorded by chat and over the phone. We agreed to $2.00 charge for the services of attempting to regain access to my ******** account. The ********************** conversation lasted about 10 minutes and my issue was not rectified. I agreed to a $2.00 charge not $66.00. The $66 was now charged twice to my credit card. At no time during our chat and verbal conversations was $66 charge mentioned. The verbal conversations were taped and the chat conversation were recorded for confirmation of my disputed. ***************************************Business Response
Date: 11/04/2023
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 Email 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:11/04/2023
Type:Product IssuesStatus: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 contacted JustAnswer.com on the evening of 09/19/2023 for an issue with my musical keyboard I wanted assistance with and their website lead me to believe they had people that could answer my question quickly. I had to wait a long time for any answers. At 9:30pm I chated on-line/texted with ************** who was not able to answer my question and said I would have to wait for another person to try to assist me. The receptionist or service coordinator person kept apologizing for my wait and after the first person could not help she had me wait longer and finally said another person was not available. At around 10:00pm EST I told the service coordinator I needed to end the call and told her several times that I wished to have a refund of my purchase price as they had not been able to help me and that I needed to go and that I needed the answer right then for a wedding I needed to use the keyboard for the next day. I also cancelled my membership with Just Answer and told them their agency did not listen to me that I wanted a refund at the time they were not helpful with my problem. On 09/25/2023 I received an e-mail from a ******* asking for more details about my question, however, I had already had the event I needed the answer for and I had called a repair technician specific to my keyboard brand to get an answer or partial answer so I did not respond to ******* at all. I am disputing the charge to my Discover card $45 for JustAnswers monthly membership as well as the initial charge of $1.00 to Discover card. I feel their billing practices are misleading, making people think they only have to pay $1.00 for help then charging them the $45 in addition. They also make it sound like there will be someone that can answer any specific question you have right away which was not the case.Business Response
Date: 11/04/2023
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 Electronic Musical Instruments 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: *************************************
It's showing on your account that you have reached out to your bank to dispute the charges. 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: 11/05/2023
Complaint: 20825232
I am rejecting this response because: this has been reported to my credit card but has not been resolved after their first investigation. A second investigation is being completed now I understand but no refund has been made.
Sincerely,
*******************Business Response
Date: 11/06/2023
Hello ****,
Thank you for your reply.
Once you reached out to your bank to request a refund, the option to make a refund for you was taken out of our hands. It can take your bank up to 45 business days to process your request. If your bank denies the refund, please reach out through my contact information with the documentation from your bank denying the refund and we can look into this further.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************Customer Answer
Date: 11/08/2023
Complaint: 20825232
I am rejecting this response because:My bank is in contact with JustAnswer. If my bank had gotten a resolution by way of a refund for the charges I incurred previously this complaint through BBB would not have happened. At this time there is a second investigation through my bank in process but no such resolution has happened so my complaint with BBB remains unresolved.
Sincerely,
*******************Business Response
Date: 11/09/2023
Hello ****,
Thank you for your reply.
Unfortunately, we can't assist you here any further. if your bank ha denied the charge-back request, please send that documentation to JustAnswer through my contact information. We have a team that can assist you further with that but they're not here on the BBB site.
We look forward to hearing back from you at JustAnswer.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************Customer Answer
Date: 11/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that the plan for resolution is acceptable to me at this time. However, if this is not resolved through my bank I will expect a refund from JustAnswer directly.
Sincerely,
*******************Initial Complaint
Date:11/04/2023
Type:Billing IssuesStatus: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 credit card was charged $55.00 for I don't no what. I don't know how they got my credit card no. I want this taken off my card. I tried calling company asking to talk to a rep. but was sent 10 different ways, never got to talk to anyone. thank youBusiness Response
Date: 11/04/2023
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 TV ************** 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
************************************************************* ********************
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