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:12/31/2023

  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.

  Scam website to exploit and profit off of those in search & in need of real help. It's an embarrassment for a business model. A digital pick pocket with no ethics or moral standards for business practices or customer ************************* The service they offer is the same as putting in your question in ****** search but ****** is free & Just Ask lies stating a $5 fee but charge you almost $50. No customer support, you can't contact ************* designed that way. This company is a fraud, they steal people's ************* them on accountability or questions. The owner & top employees should be in prison. They are no better than criminals robbing you for your wallet the only difference is Just Ask does it online. What a joke. This practice should be illegal

  

  Business Response

  Date: 01/01/2024

  Hello ******,
  
  Thank you for reaching out to us. We apologize that you had this experience with JustAnswer.
  
  We couldn't locate an account using the email address and phone number you've provided. Do you have another email address we could try? We can also locate the account with the following information:
  
  - A different phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged. We do not need the whole number.
  - Your PayPal email address if you are being charged through PayPal
  
  You may send any of these information to me using my contact information below so I can further assist you. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/31/2023

  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.

  In May we needed medical advice and help with getting my daughter asthma medication late at night when traveling abroad in *******. We were directed to Just answer to connect with a nurse. Months later we realized we were being charged a monthly fee. After emailing with customer service, we were told they would not refund the fees. We called customer service and was also told no refund. Eventually they agreed to refunding three months. When we continued to ask for reimbursement for the full amount, the customer service rep hung up on us! We were respectful but insistent. We would happily pay for the service we received but the website was not transparent and the company's policies are deceitful.

  

  Business Response

  Date: 01/01/2024

  Hello ****,
  
  Thank you for letting us know. We'd like to address your concerns. 
  
  We've refunded the remaining 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 01/02/2024

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

  From: *********************** <*********************>
  

   

  Hi *****,

  
  

  Thank you and the BBB for advocating for **.  I'm satisfied because Just Answer did refund our money.  I do have one additional question.  Why is it that the company gets four stars on your website when there are hundreds of complaints like ours?

  
  

  Thank you!

• Initial Complaint

  Date:12/31/2023

  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 had a legal question needing to be answered. I saw a screen up page that said it would be a $5 dollar fully refundable fee. I asked the question, got ONE answer (that truthfully ****** couldve gave me), and I noticed during this time I got a $5 dollar charge and $49 dollar charge shortly after. Not even an hour later this account was canceled and I never responded to the original response since I didnt find it helpful. I reached out to customer support who said they would void the $49 charge since it was pending and it would basically be reversed. Fast forward a few days later the charge posted and I reached out to customer care once again just to be told its a non refundable fee and I dont qualify for a refund. I feel completely scammed by the whole situation.

  

  Business Response

  Date: 01/01/2024

  Hello *******,
  
  Thank you for reaching out to us. We apologize for any inconvenience. 
  
  In checking your account, I see that **************** already refunded your payment on 12/30/2023. 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:12/31/2023

  Type:Order 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.

  Did not sign up for subscription or membership. Please delete from my pending Mastercard.

  

  Business Response

  Date: 01/01/2024

  Hello *****,
  
  Thank you for informing us. I'd like to 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 *********************

• Initial Complaint

  Date:12/31/2023

  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.

  On 12/29/2023, I was searching for information regarding a problem with my car. I stumbled across a website called car mechanic.expert powered by just answer. It said the fee was only $5.00 which I thought was reasonable. I entered my credit card details and processed the payment. Later that evening I was reviewing emails and saw one from them saying that they waived the $5.00 and charged $39.00 because I had a previous membership with them. This email didnt come through until after they charged my card. If it had stated that the total was going to be $39.00 then I wouldnt have went through with it. The customer service rep blew me off saying I chose that option. They falsely advertised the price and ignored my concern regarding it.

  

  Business Response

  Date: 01/01/2024

  Hello ******,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that **************** already cancelled your $39 payment on 12/30/2023. 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:12/31/2023

  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 signed up for the trial member as it was advertised $1 and $55 a month to continue. Well I was charged $55 instead of $1 trial fee. I requested a full refund and was told that my membership was cancelled and I would no longer be billed. Well, I never agreed to be billed $55 in the first place. I spoke with customer care chat ****** who gave me the complete run around about how the billing actually works and I was not getting a refund. Maybe if they spelled out how the billing actually works BEFORE taking taking people's money they would not be getting so many SCAM complaints. Also, I never spoke with any attorney...none via chat, email or phone. I was so lived that my credit card was charged $55 instead of $1, I simply wanted a refund. But wait, here's the icing on the cake...My credit card was charged $55 twice!!!! I brought this to her attention and of course she didn't see it on her end. This all happened with the past hour. I stated the if you are a reputable company you will honor my request for a refund....Well I guess JustAnswer is JustNot a reputable company!!!!

  

  Business Response

  Date: 01/01/2024

  Hello ********,
  
  Thank you for giving us the opportunity to assist with your concern today.
  
  In checking your account, we see only one charge of $55 on December 30, 2023. We'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: 01/01/2024

   
  Complaint: 21076862
  
  I am rejecting this response because:

  I still have a pending charge of $55 on my credit card. I have attached an updated screenshot of my credit card account.

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

  

  Business Response

  Date: 01/02/2024

  Hello ********,

  Thank you for your reply.

  You mention that you were charged twice but your screen shot only shows a temporary charge for the $55. 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.
  

  Please reach out if you need further assistance.

  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:12/31/2023

  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.

  12/30/2023 - Conducted an internet search to resolve an issue with my car and an error code I was receiving. JustAsnwer came up and said ask you question of an expert for only $1. So I did. I didn't see the small print that said I would be signing up for monthly 30$ membership. Realizing my error, I immediately asked for a refund before any services were provided. The supervisor said the could not refund, but would cancel my subscription. The supervisor also said the $30 was shown on the website, but it must have been very small or in some other location. ***********************, Assistant Hi there. We're doing our best to match you with the right Mechanic as soon as possible. May I have your name?*** ***********************, Assistant Thanks, ***. Do you need this answered now, or are you okay to wait a few more minutes?I can wait ***********************, Assistant Thanks for your patience. And don't worry, I'll update you as soon as I hear back from the Mechanic.So how does this work? ***********************, Assistant There's no additional charge or limit to how often you can talk to Mechanics or any of the other ****** Experts across all of our categories. Additionally, just click here to check out free and discounted services like roadside assistance, global travel assistance, medical evacuation, and more.Why are there 2 charges to my credit card already. 1$ and *********************************, Assistant It's taking a bit longer to find the right Mechanic for your car question. Let me know if I can help with anything else.Why are there two charges to my credit card already? ***********************, Assistant Along with a $1 join fee, you paid $30 for your monthly membership, which renews on 01/29/2024. You get unlimited chats, including second opinions and follow **** with doctors, lawyers, tech experts, and many other professionals. Even better, click here to check out free and discounted services like roadside assistance, medical evacuation, emergency travel funds, and much more.The original page that directed my here said nothing about the 30 dollar monthly charge. Please stop all services and refund that charge. This appears to be a scam.***********************, Assistant We're still working to get you your answer as fast as possible, but I'll connect you with my supervisor, who can finalize a cancellation, or address any other concerns you have. You are now chatting with **** - **************** ****, Customer support Hi! Thank you for patiently waiting. My name is ****. I just need a quick moment to review your chat with *****. Can I get your name?

  

  Business Response

  Date: 01/01/2024

  Hello ***,
  
  Your happiness is our priority, so we apologize that we fell short.
  
  We'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:12/31/2023

  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.

  Deceptive practices. I was given the impression that i would pay a nominal fee of 1 dollar for a qeustion i had. They asked for my credit card number as part of the transaction.I got a vague answer that didnt solve my problem. I solved it myself using You Tube videos.To my surprise i have been charged a monthly fee of 46 dollars twice. I just noticed it and cancelled my membership. This company does not act in good faith. They need to be more explicit in their marketing and pricing.******* to live another day but disappointed that this company does this so shamelessly.

  

  Business Response

  Date: 01/01/2024

  Hello *****,
  
  Customer satisfaction is very important to us, so I am happy to help make this right. 
  
  I've refunded your 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/31/2023

  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 this as a 1 time service because my dogs were dying - i was mislead to think they were poison control at no time did I agree w/ continued charges nor membership - this company is a scam - I want them to immediately discontinue their charges to my a count and reimburse all charges after the one time call and confirm they will not charge me further

  

  Business Response

  Date: 01/01/2024

  Hello *****,
  
  Thank you for reaching out to us. We apologize that you had this experience with JustAnswer.
  
  We couldn't locate an account using the phone number you've provided. Do you have an email address we could try? We can also locate the account with the following information:
  
  - A different phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged. We do not need the whole number.
  - Your PayPal email address if you are being charged through PayPal
  
  You may send any of these information to me using my contact information below so I can further assist you. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/31/2023

  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 December 26th I went on Just Answer. On the home page it clearly states "Try it all for 3 days. Cancel anytime" in reference to its services. I signed joined and before joining it stated "join today for $1" which I did. After using the service I canceled that same day but was automatically charged $55 for joining the membership. This site misleads customers on their home page to join for $1 and charges them $55 with no refund for using the site an any way or form which is completely against what it says on the home page. When contacting their customer support requesting a refund they would not answer my question and would shut down the chat as quick as they could "stating you haven't replied" only 1 second after they sent their message. Terrible false advertising and business practices. I am appalled at this considering I am an online business owner as well.

  

  Business Response

  Date: 01/01/2024

  Hello ******,
  
  Thank you for reaching out to us. We apologize for any inconvenience. 
  
  In checking your account, I see that **************** already refunded your $55 payment on 12/30/2023. 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 *********************