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:12/26/2023

  Type:Customer Service 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 12/25/2023 I purchased what I believed to be a $5 site use fee from Just Answer. This afternoon I found an additional fee of $30 for "membership." I contacted the business through their chat. I explained that I only ever intended to receive the answer to my question for the $5 it was advertised. Somewhere in the payment information, they claim there is a notice of their additional $30 membership fee. I am apparently not the only one to have missed this supposedly well posted information. I have requested a refund and the customer care agent refused saying that it's a valid charge. I received a confirmation that the account is canceled but I can't even to take the $30 loss for this misunderstanding. I can't dispute the charge because my bank will not attempt a dispute once the transaction is paid. The ******** Care Agent ended the chat abruptly even after I indicated that the fee they charged is interfering with a bill payment. I do not wish to associate with this business ever again. If I had known about a $30 charge I would have avoided them in the first place.

  

  Business Response

  Date: 12/27/2023

  Hello *******,
  
  Thank you for contacting us and 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: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.

  Was looking for health advice online. Website indicated a $5 charge that would be refunded. Completed credit card information - was immediately billed for two charges. One for $5, the other for a $46 monthly fee. The system never redirected me to a provider of any sort " - the site just kept spinning. I immediately noticed the additional $46 charge, canceled membership, called customer support and was told that they could not refund me anything.

  

  Business Response

  Date: 12/26/2023

  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: *************************************

  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:12/26/2023

  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 signed up for $1 to ask a question. I canceled 3 days later and being billed another $ 46 for membership.Originally advertised for $ 1, cancel anytime and automatically being billed for the next month. this is false advertising and obviously a scam.Additionally I wanted to ask a second question on their chat and was informed to pay more for an additional question. Quite amazing, if I dont get a refund I will inform my credit card to reverse the charge.

  

  Business Response

  Date: 12/26/2023

  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: *************************************

  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:12/26/2023

  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 never signed up for this service and now it is being billed to my credit card.

  

  Business Response

  Date: 12/26/2023

  Hello *****,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

  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:12/26/2023

  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.

  On or about November 20, 2023, I found that I could ask a lawyer a legal question through this site for $5. I was told the money was refundable if I was not satisfied. Not only did they charge me $5, they - without my knowledge or consent - signed me up for a $60 per month membership. I immediately contacted my credit card company that was su pposed to reverse the charges and contact this scum company. The company continues to charge me $60 per month even though both I and my credit card company have contacted them. They owe me at least $60 for November and December as well as my initial $5 fee.

  

  Business Response

  Date: 12/26/2023

  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: *************************************

  The charges made to your account have been refunded. Please reach out through my contact information if you need additional assistance.

  Best,

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

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21056410
  
  I am rejecting this response because:

   

  I will believe it when I see it.  THERE IS NO "CHOOSING" THE MEMEBERSHIP OPTION - THEY DO IT AUTOMATICALLY WITHOUT YOUR KNOWLEDGE AND PEOPLE NEED TO KNOW THIS.  You cannot let these predators off the hook with this simple, baloney response.  Even if they do refund the money, the public needs to know that these people are engaged in predatory behavior.  Im tired of having leaches like this make it sound like I did something wrong.  Again, there was no "option" to choose a membership.  It happens automatically when you pay your "refundable" $5 fee.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/02/2024

  Hello ****,

  Thank you for your reply.

  JustAnswer is a membership website. When you signed up, you would have seen a page similar to this: ************************************* which explains the pricing we would be charging. All of the charges on your account have been refunded. If they're not showing up in your account yet, they should show up in the next day or two.

  Please reach out if you need further assistance.

  Best,

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

  Customer Answer

  Date: 01/08/2024

  From: ***************** <*********************>
  Sent: Monday, January 8, **** 10:43 AM
  To: ************ <**************************************>
  Subject: complaint about justanswer.com

  Just answer continues to tout the company line, which is wrong.  they are predators that promote a "free" service and then tell you it's really $5 which is refundable.  It's only after you click through that you receive a message that you've "been signed up" for an ongoing commitment.  this is fraud, they know it and the public needs to know also.  I cannot see where I can make this comment as a response to the email you sent on 1/2 so I'm sending it here.  please make sure this is attached to my complaint and that it IS NOT marked as resolved.  These guys are crooks.

  
  

  

  Business Response

  Date: 01/08/2024

  Hello ****,

  We regret that your experience on JustAnswer has led you to feel this way, and we sincerely apologize for any inconvenience caused. We hope that ********* was able to assist you with your inquiry.

  As mentioned earlier, your question required providing payment information on a page similar to the one found here: *************************************. On that page, you would have been informed about the applicable charges and agreed to our Terms of Service. Additionally, all fees have been refunded to your MasterCard account ending in ****. If you haven't seen the refunds reflected in your account yet, please notify us promptly.

  Your review has been posted on the BBB site, and we understand your dissatisfaction. We regret that we haven't been able to resolve this matter to your satisfaction. If there are further concerns or issues, please let us know so we can address them accordingly.

  Best,

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

• Initial Complaint

  Date:12/26/2023

  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 purchased **** Powerwash spray from a local warehouse. After the first bottle was used the sprayer stopped working. I unsuccessfully did some troubleshooting to the best of my ability and visited the **************** website for additional guidance. Once there I saw an option to speak with an expert. I clicked on this and provided the information about my problem. I answered all the questions and they asked for my credit card (thinking they will find the charge and reverse the charge).Anyway, next thing I know my credit card was charged $5 and then $50 with a monthly auto renew. I find this to be extremely deceptive and texted back and forth with the technician and was informed that they are a separate service provider, not part of P&G. Today, I managed to close the account but I'm still out the $55 for NOTHING. Any assistance you can provide me is greatly appreciated.Sincerely,*******************

  

  Business Response

  Date: 12/26/2023

  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: *************************************

  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: 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: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.

  ????: 2023?11?16?10:07 AM (16 November)?????: JPY ?***** ???????: ????????????????????: ??????????JPY?500????????????(OK)? ????1???????????????????*****? JUSTANSWER.C?????????????PDF???? ??????: ???JPY?500??????????????*****JPY????? ??????????????????????????? ????????????????????????????? ???????????????????????????? ????????????????????????? ? ??????? ?? 23.11.15 JustAnswer .com ? ?****** OK ?? 23.11.22 JustAnswer .com ? ?*****.00 ??????

  

  Business Response

  Date: 12/26/2023

  Hello,

  I'm not sure if you're speaking Japanese or why all the question marks show up in my view of your review.

  Our records show that you signed up for a trial membership which rolls over to a full membership if you don't cancel before the trial is over. I have refunded the two membership fees.

  Please reach out through my contact information if you need further assistance.

  Best,

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

• Initial Complaint

  Date:12/26/2023

  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 was charged 46$ and when I signed up to receive my answer it said 5$. It never said more than that I received a cold and generic answer and upon speaking with an attorney face to face was told the response was extremely goofy. It was not helpful. Thats not even the point. I was overcharged and I want a refund. They know what they are doing. I chatted with them to receive a refund and they kept saying I signed on to pay more (well its hidden somewhere and they know that!) ************ is a sham.

  

  Business Response

  Date: 12/26/2023

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

  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.  I received a refund.  
  
  Sincerely,
  
  ***************************

• 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.

  All justanswer emails are automatically flagged as spam in my antivirus/security software and moved to spam folder. Some don't even make it to me and are blocked by my ISP. I paid $65 for a quick answer to a legal problem. I felt I got good answer at the time. However, I was signed up to a recurring service for 6 months that I had no I idea I was signed up for. Only paypal was notifying me.The resolution I want is immediate cancellation of my JustAnswer membership. They should not be false advertising that and that they use an AI search engine for their answers. They said the person calling was an employment lawyer. I got almost the same answer through a popular AI search engine. Their needs to be a disclaimer that the people answering are not experts.I can provide emails from JustAnswer and paypal if you need details.

  

  Business Response

  Date: 12/26/2023

  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 six membership charges 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:12/26/2023

  Type:Product 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 November 28th 2023 I clicked on a link to get a question answered for $5. I asked the question and the next page said because I had asked a question previously I was getting charged $46. It never said it would charge me a different amount if I had asked a question previously, which I dont remember doing, it said $5. When it told me I was getting charged $46 it never confirmed before it charged the new price for me to agree to, it just charged the new amount without my consent. I was able to get an answer and Im not sure how the person answering the question gets paid, and I didnt want them to lose that money, so I let it go. Today, December 25th 2023, I get ANOTHER charge for $46. Did I ever agree to another charge? Absolutely not. I started a chat with their customer care team, whatever that means, who notified me I signed up for a membership and those charges are non refundable. I called and they said the same thing. I requested a supervisor who is supposed to call me back but who knows if they will or would even give me a refund. This company is slimy and unethical. They do the bait and switch technique and wont refund you the money. I would go so far as to say they are illegally charging me.

  

  Business Response

  Date: 12/26/2023

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

  Customer Answer

  Date: 12/26/2023

  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 as long as the final charge is refunded.
  
  Sincerely,
  
  *****************************