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:12/29/2023

  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.

  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 $46.00 instead of the $5.00 telling that I was instead getting a monthly subscription when I asked for my money back they said NO

  

  Business Response

  Date: 12/29/2023

  Hello ******,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that we already cancelled your $46 payment on 12/29/2023. 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 *********************

  Customer Answer

  Date: 12/29/2023

  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:12/29/2023

  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 sought legal advice on the JustAnswer platform and was initially informed that the service would cost $5. However, upon providing my credit card details, I discovered that I was charged $65 for a membership that I never agreed to, expecting only the $5 charge. Upon immediate contact with them, their response was that the monthly membership fee, amounting to $60 in my case, was displayed on the same page where I entered my billing information just before posting my question. This discrepancy is unacceptable, and I would appreciate a resolution to this matter.

  

  Business Response

  Date: 12/29/2023

  Hello ******,
  
  I definitely want to rectify this concern for you.
  
  I've cancelled your $60 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:12/28/2023

  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.

  I thought I was paying a one time $5 fee for Vet advice and I recently noticed I have been charged $37 a month since July 27th. The advice came through texting on that day only and no receipts or bills or notices were sent saying this was being charged. I looked up info since then and I am clearly not the only one. The advice was not correct although seemed most likely answer so I get that part but not the large amount of payments and then it wasn't correct on top of it. I have no problem with the $5 but a lot of issues with the monthly charge. I must have been charged for 5 months without any knowledge or email or text receipt so I can't upload. I just have the initial texting. There was nothing sent saying my monthly fee is going to be $37 but it was on my credit card. I can't agree or disagree to a charge I don't know the amount.

  

  Business Response

  Date: 12/29/2023

  Hello ****,
  
  Thank you for letting us know and we'd like to resolve this for you. 
  
  We've refunded your membership 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: 12/30/2023

  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:12/28/2023

  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 looking for an answer to a question and they offered one at a $5 charge. Later I got a notification on my bank account for $46 which I called and spoke to a representative that promptly canceled my membership. Just now, I had another pending charge for another $46 so I called and had to cancel my membership yet again. I hope they don't charge me for calling and speaking to someone to cancel the same membership... AGAIN.

  

  Business Response

  Date: 12/29/2023

  Hello Melody,
  
  We're here to help you out.
  
  We've cancelled your membership and refunded your payment. 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: 12/29/2023

  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:12/28/2023

  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 canceled my membership within a few minutes of signing up and they charged me. No only the 5-dollar joining fee but another $60 for nothing!

  

  Business Response

  Date: 12/28/2023

  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:12/28/2023

  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.

  In late November 2023 I asked in a chat with JustAnswer about my dogs paw. She said in the chat she was going to send me to someone that could help and if I remember right she or the things that came up after made it sound like I paid a one time fee but needed to hurry because I didnt want to miss the chat. I know I was rushed through the process and never received a type of information afterwards explaining I was enrolled in a membership. I agreed to pay the fee to speak to a vet but I would have never agreed to a reoccurring charge for a membership. If I would have seen something stating I would be charged a monthly membership fee I would not have continued or I would have immediately gone and cancelled the membership so I would not be charged in the future. This is sneaking on there and yesterday 12/27/23 I saw the charges coming out of my account. I searched my bank account and the charges were dated 12/1/23 and 12/27/23 thats not even a month. I messaged them telling them to cancel on 12/27/23 and ask for a refund and they refused. This is terrible how they handle their sneaky way of getting members

  

  Business Response

  Date: 12/28/2023

  Hello *****,

  I apologize for any inconvenience caused. I ********************* is doing better. 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. Please reach out if you need further assistance.

  Best,

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

• Initial Complaint

  Date:12/28/2023

  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.

  ***************** made a mistake on their part and sent my account to collections. I am currently and have been having an amount deducted from my checking account. How can I have a collection agency contact me? Ive spoken to both! Im very frustrated! Im not one to be in collections. I did everything to avoid this.

  

  Business Response

  Date: 12/28/2023

  Hello ******,
  
  Thank you for using JustAnswer. If you have actions you would like us to take on your account, or if you have questions regarding our service, feel free to reach out to us and we'll be glad to help. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/28/2023

  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.

  Sept. 22, 2023, I found their site. I needed to get a lawyer to write a letter in hopes of solving a dispute. I asked in the chat on the site if this is a service I can get from them. I was told to pay the $5 and $60 fees and I would be connected to a lawyer. After less than a minute the "lawyer" told me they cannot provide this service. If not, then the person on chat should have said so, but lied by omission of this information. The lawyer then tried to get me to agree to talk by phone, which would cost extra, even though they cannot provide the service I was seeking. This company has very deceptive business practices. Their site also installed something on my browser without my consent. I immediately emailed them to ask to cancel my account. Their site says "Low monthly price. Cancel anytime. No commitments." This is not true. They did not refund the charges, and continued to charge my card $60 monthly. I tried to call their customer service phone line today and it recomgnized my number and said my account has been cancelled. If so, then they should not be charging my card every month. I have disputed the October and November transaction with my bank. I want a refund of $185 they charged me (Sept, Oct, Nov) and $50 for my time spent trying to solve this matter. And I want them to delete my credit card information from their system and provide written confirmation they have done so.

  

  Business Response

  Date: 12/28/2023

  Hello ********,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that you have already requested a refund of your 2 membership payments from your end on 12/27/2023. I've refunded the remaining membership payment. 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: 12/28/2023

   
  Complaint: 21064533
  
  I am rejecting this response because:

  1. You have not refunded all charges to my account.

  2. You have provided no compensation for my time and trouble, which was completely your fault and due to your own deceptive practices, and no fault of my own.  If you get off with even keeping $5 you charged me and not having to incur any cost for having done wrong, then you are making out like a bandit, since many people will not take the time to get their money back from you when they should have a right to do so.  You are making a lot of money out of your agressive and deceptive business practices.

  3. AFTER you refund all money charged and provide a credit for my time and trouble, I want assurance that you have removed my card information from your system.

  Sincerely,

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

  

  Business Response

  Date: 01/02/2024

  Hello ********,

  Thank you for your reply.

  I just refunded the last charge to your account, the $5 join fee. You should see all of these back in your account within the next 3-5 business days. We cannot offer you any additional payments. I can assure you that your membership has been turned off so you won't see any recurring charges and I have removed your credit card information from our site.

  Best,

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

   

• Initial Complaint

  Date:12/28/2023

  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 12/15/2023 I used Just Answer. They charged me $46.00. I thought I was using the trial. As I prepared to talk to a live person I look at my archive emails. I saw an email date 8/13/2019 But I found out that I used the service in 2019 and the the membership was cancelled. On 12/172023 when I chatted with CSR they told me my account was activated and thus $46.00. I was not asked if I wanted to reinstated my membership. After 4 yrs of my account being dormant and my account was canceled in ********************************************** at least given options. Even banks give you options for new accounts. Once a membership is cancelled re activation shouldn't not be possible 1yr after the date. Otherwise a new account can be setup. Options and verification should be made available for the customer. This was not explained or made clear. Yes I am seeking a refund. Had there been a verification of reinstatement I would have chosen not to reactivate.

  

  Business Response

  Date: 12/28/2023

  Hello *****,
  
  Thank you for sharing your experience. 
  
  I've located your account using your phone number and 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:12/28/2023

  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 had used the service last month to get information on how to proceed with a family dispute and was not informed of the monthly service charge, I feel deceived by the company and hope I can seek resolution with the company after I am finding the charges after reviewing my finances for missing money

  

  Business Response

  Date: 12/28/2023

  Hello ********,
  
  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 charge. 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 *********************