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:12/28/2023

  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.

  Strike #1: I was searching for Expedias customer service phone and a number popped up saying this was Expedias customer service. An AI chat came on telling me that they could help immediately so I thought I would try that. After giving my itinerary number I was told I would be connected with a human. [this is deceptive because I was never talking to Expedia it was Just-Answer. Strike 2: I was told to sign up for the service while they connected me with an expert and that I could cancel any time. This felt weird but I was curious and wondered if perhaps this was how Expedia kept prices down still didnt realize it wasnt Expedia. $5. Okay. What the h*** The usual blah blah about a low cost trial and then you will be charge $30 and you can cancel any time. So okay. I connect my Apple pay and hit pay and it charged $35 instead of $5. Strike 3:Then a man comes on (the expert) and asks me if this was for Priceline or or Expedia. That was the first time I realized I wasnt talking to Expedia. I gave a bad rating and was connected to a customer service chat who told me I knew what I was signing up for (lie/deceptive business practice) and disconnected me when I demanded a refund explaining that I never received an answer, joined less than 5 minutes ago, did not consent to the additional $30 charge etc. they replied they had an AAA+ rating with BBB. I replied that I was going to put a dent in that rating if they didnt cancel and refund me. They disconnected the chat. Resolution: As I was writing this to you Just-Answer refunded my ApplyPay $35 so this is now exclusively for your purposes. I would upload proof but (and this is super weird) when they refunded the transaction all record of the transaction vanished. Probably also a red flag there.

  

  Business Response

  Date: 12/28/2023

  Hello ****,
  
  Thank you for reaching out to us. 
  
  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:12/28/2023

  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 am writing to bring to your attention a concerning incident that occurred on September 27, 2023, involving an unauthorized alteration of a $5.00 donation to JustAnswer.com, which was covertly converted into a $39.00 monthly membership fee spanning from October 2023 to December 27, 2023, directly deducted from my bank account.Attempts to address this issue by contacting JustAnswer.com proved to be immensely frustrating, as the customer service representative, *********, appeared to be a fictitious persona and was unable to provide a satisfactory resolution to my concerns. My attempts to reach out for assistance were met with silence, leaving me with no choice but to seek resolution through my bank, which promptly refunded the erroneously charged amount.This incident has raised serious concerns about the practices of JustAnswer.com, and I am compelled to express my belief that the site operates in a manner reminiscent of a scam. The ease with which a simple donation click was manipulated into an unauthorized fee collection is alarming, and I urge you to consider the implications of such practices.It is noteworthy that numerous individuals who have raised complaints against JustAnswer.com share a common thread - the solicitation to "DONATE at least $5." This recurrent pattern suggests a systemic issue that merits further investigation.In light of these circumstances, I propose that affected individuals consider joining forces to explore the possibility of filing a class-action lawsuit against JustAnswer.com. Such collective action may shed light on the extent of these practices and seek remedies for affected parties.I appreciate your attention to this matter and would be grateful for any guidance or support you may provide in addressing this issue and preventing similar incidents in the future.

  

  Business Response

  Date: 12/28/2023

  Hello *****,
  
  We're committed to sorting this out for you. 
  
  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 charges. 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:12/28/2023

  Type:Customer Service 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 12/22/23 Just Answer service was used for an appliance problem I had at home. They offered 2 services one using just the chat service for $5 and the other using a telephone where I could talk to a technician in the field live for $30+. I opted not to talk with someone and used the chat function only. Afterword, I was charge $5 for a MEMBERSHIP FEE I did not agree to. The $5 I thought was for using the chat function to help with my problem at home. At no time did I ever see anything much less AGREE UPON a membership with this terrible business. They are here to take your money and without AUTHORIZATION. I do not appreciate your shady tactics on luring customers in by purporting you can help them with a problem and when they agree upon only using the chat function and asking a question you will be charged a $5 fee for a membership and then $40 for using the service. This is disgusting and despicable. You need to stop hiding information on what the customer will be charged and put it up front so we don't have to search for it. I will never use your service again and I hope NOBODY ever does because you are a thief in the night and your business has absolutely no integrity. ****WARNING STAY AWAY FROM THIS BUSINESS/WEBSITE****

  

  Business Response

  Date: 12/28/2023

  Hello ****,
  
  I'm happy to help with your concern.
  
  I've refunded the 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 *********************

  Customer Answer

  Date: 12/28/2023

  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:12/27/2023

  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.

  Hello. On 10/23/2023, I reached out to a mechanic on JustAnswers and I paid $5 to justanswers for the question to be answered. I have since noticed that they have charged me $39 on the following dates: 10/27/23, 11/27/23, and 12/27/23. I called justanswers on 12/27/23 and was told by the associate that I was signed up for a monthly membership when I asked my question in October. I advised that I was not aware of the membership as I agreed to pay $5 to have my question answered. She apologized and told me she would cancel the membership and refund the money. I immediately received a text message saying that I was receiving a $39 refund. I called back and spoke with another associate and explained the situation and requested the rest of the money be refunded. She refused the refund, I asked to escalate the call to a supervisor, which was also refused, and she disconnected the call saying that we were having a redundant conversation. It was very unclear that I would be signing up for a membership and I have not had any communication with justanswers after asking my one question that I paid $5 for. At the very least this seems like a bait and switch. I am requesting that justanswers refund the remaining $78 for the remaining 2 monthly membership fees that justanswers very unclearly signed me up for and charged me for. I also want it to be clear, that having an associate argue and disconnect a call on an assumed customer is unprofessional and is worthy of reimbursement.

  

  Business Response

  Date: 12/27/2023

  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 Car 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:12/27/2023

  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 contacted just answer. I was told it was $2 to ask a question so provided my cc info. I was charged 42$. I never agreed to any terms and conditions. Now they have charged me an additional 42 dollars, which was the entire contents of my bank account. This company is a scam

  

  Business Response

  Date: 12/27/2023

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

• Initial Complaint

  Date:12/27/2023

  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.

  This Company sends to a whole nother site to charge 5 dollars, turns around and charges the full 40 and tells me no refund, contacted customer care and was told I should have posted my question in the mechanics spot, was told I am speaking to a ase certified mechanic, who told me he didn't know and to take it to a shop, so now I'm out the money and no answer other than take it to a shop, which is a no Brainer my 60 year old neighbor said that to start with

  

  Business Response

  Date: 12/27/2023

  Hello *******,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************

  I have refunded the membership 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:12/27/2023

  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 have contacted this company seeking a legal advice, but didnt get any. I was expecting at list a pointing to a certain direction. The attorneys name was *******. And he kept asking me what my legal question was even though he already knew my problem because ** described the issue already. I dont know if that was just one particular attorney with such attitude , but honestly whoever was providing services seemed unprofessional and somewhat indifferent.

  

  Business Response

  Date: 12/27/2023

  Hello *******,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that you have already requested a cancellation of your payment from your end on 12/26/2023. 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: 12/27/2023

  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:12/26/2023

  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.

  I was charged $39 without signing or given them permission to take the money out of my account. The person I talked to was rude unprofessional mouth and just hung up on me.

  

  Business Response

  Date: 12/27/2023

  Hello *****,
  
  We hear you and will be happy to resolve this concern. 
  
  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:12/26/2023

  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.

  I attempted to troubleshoot a brand new ********** I purchased via their customer service chat. They directed me to JustAnswer, claiming that I'd be billed a "fully refundable" $5 fee. Once redirected, I was charged $46 (+$1) by JustAnswer to troubleshoot my TV, and my problem wasn't resolved. They even attempted to bill me $27 more to talk with them on the phone.

  

  Business Response

  Date: 12/27/2023

  Hello *******,
  
  Thank you for letting us know. I'm happy to help with your concern.
  
  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:12/26/2023

  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 posted a question for 1 dollar and nothing alerted me to a membership or a 46 dollar a month fee. I only found out when checking my bank account.

  

  Business Response

  Date: 12/27/2023

  Hello ********,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that you have already requested a cancellation of your payment from your end on 12/26/2023. 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 *********************