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:12/23/2023

  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 am appalled by this situation. They mention a $1 join fee, fully refundable, for their services but never mention the $46 monthly fee which they charge right away. I never even had my question answered. I cancelled it but they refused to refund stating that agreed upon this. Not a great way to do business!!

  

  Business Response

  Date: 12/25/2023

  Hello *****,
  
  We don't intend for you to feel this way when using JustAnswer.
  
  We've cancelled your $46 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:12/23/2023

  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.

  On 12/11/2023, I posed a computer related question, based on a internet ad offering a trial for $1. Gave acct. info to pay the fee. Went to their website and saw another fee of $55 would be charged. Immediately canceled the trial and membership and and disregarded any further communications. When acct statement arrived saw that the $1 had been charged posted on 12/12/2023 and that on 12/14/2023 the $55 was charged to my acct. This was after I canceled. I don't dispute the original $1, but certainly dispute the $55.

  

  Business Response

  Date: 12/23/2023

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your Email question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/24/2023

  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:12/23/2023

  Type:Sales and Advertising 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.

  Around three months ago I had a problem with a pop-up virus that had infected my computer. In seeking a solution I paid $1.00 to JustAnswer. Their answer to my problem was insufficient, and I ended up figuring out a solution myself. Last weekend I checked my account online and discovered that JustAnswer was trying to extract $55.00 from my checking account, which was on hold. Monday morning I went to my credit union, sat down with a representative and explained to her the problem. Right away they shut down my debit card and issued me a new one. Two days later, Wednesday, I saw that the $55.00 had been returned to my account. End of problem? No. Thursday evening I check my account and discover that JustAnswer had successfully extracted $55.00 from my account. I return to my credit union Friday morning and inform the representative as to what had happened. She explained to me that JustAnswer was still able to extract the $55.00 using the old debit card number. My credit union graciously replaced the amount taken and assured me that they would not be able to access my account again. Like thieves in the night they tried to take my money, no invoice, no email notification, nothing.

  

  Business Response

  Date: 12/23/2023

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for the trouble this has caused you. There is no account associated with your email address or phone number. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist further. 
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ******************** 

• Initial Complaint

  Date:12/23/2023

  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 look at my credit card and they charged me $60.00 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: 12/23/2023

  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 Legal 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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/24/2023

  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:12/23/2023

  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.

  On 12 December I contacted Askavetonline a website managed by just answer. The chat with the customer service that I had went like this. Hi I need to speak with a vet about my dog she has anxiety. Great I can get you connected with one of our licensed veterinarians. You will need to pay a five dollar refundable fee. I will send you the link to pay. And the link that she sent me went to a membership agreement Im finding out. It was a bait and switch. They advertise low-cost to speak with a veterinarian. The girl told me it would be five dollars. And they charge me $40 and signed me up for a membership. Ive contacted them to cancel it. And to refund the money. And they refused to do either. I felt like it was a diss, honest way for this company to get more money. Had they told me that I had to sign up for a membership I wouldve never agreed. I was in a bind. I needed to get answers and medication for my dog. As you can imagine, having a sick dog who has anxiety and Im presently dealing with it I did not see the membership agreement. Maybe it was in fine print maybe it was something else but that is besides the fact that I was told one thing, and it switched to another. Its a shady way of doing business. This company is shady. And theyre literally holding on for dear life to the $40.

  

  Business Response

  Date: 12/23/2023

  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 Dog Veterinary 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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/23/2023

  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,
  
  SH

• Initial Complaint

  Date:12/22/2023

  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.

  As I was searching for legal information online, a website ad kept popping up "justanswer" for answers to questions for $2. I continued to ignore it as it seemed sketchy. After a few days of continuaI popups, I checked to see if they were legit and the reports on line seemed positive. I was asked to give my credit card for a $2 charge. I asked my question and received a response and assumed that was my $2 worth. The person answering my questions encouraged me to ask more questions. I thought that was strange but continued. At no point was I notified that I was being charged beyond the $2 but continued to be encouraged to ask more. I did not receive any warning that further charges were coming, as one would expect from a reliable business. I only found out when I received my next credit card bill where I was charged $66 once and then a second $66 charge seven days later. I immediately contacted customer service and received a multi paragraph response stating that the extra charges were clearly stated and that all they were willing to do is to cancel my "membership". I replied and was passed on to a second person who sent me the same cut and paste response. I replied a third time and was sent to another rep who, once again replied to me with the cut and paste letter. It seems as if this company uses sneaky tactics to lure clients it, charges unexpected fees and expects surprised/annoyed clients. Then they deal with the customer complaints with the automatic cut and paste letter as they laugh all the way to the bank. Very low, distasteful and deceptive.

  

  Business Response

  Date: 12/23/2023

  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 Legal 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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 01/26/2024

  From: *************************** <**************************>
  Sent: Friday, January 26, **** 3:16 PM
  To: ********** <*************************************>
  Subject: Re: Compaint 21048546

   

  Hi *****,

  I am rejecting this offer as there have been multiple charges on my credit card. I am on a disability pension and have been ill. Only recently am I back to checking all my credit card statements. I was overwhelmed to discover 8 charges in total, with 1 refunded. I agreed to the $2 charge but was charged much more than this:

  
  

  Sept 18  $2

  Sept 21  $66              

  *Oct 14    $2

  
  

  *Oct 14    $66          

    Oct 21    $66

  
  

  Nov 14    $66             

          21   $66

  
  

  Dec 14   $66

  *Dec 23 $66 refunded

  
  

  You will note the two charges on Nov 14 and the other charges are randomly spaced. (e. weekly, biweekly etc.)

  I expect to have the 6 charges for $66 refunded for a total of $396.

  Thank you for your help in the very upsetting situation.

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

  
  

  

  Business Response

  Date: 01/26/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  Upon reviewing your account activity, we noted that you utilized your membership in September and October to post *****related questions on our site.
  
  As per our refund policy, memberships used for accessing our services, including asking questions, accessing resources, or any other form of engagement, are ineligible for refunds beyond the initial membership period.
  
  Unfortunately, we are unable to process further refunds for the aforementioned periods.
  
  We understand your concern, and we apologize for any inconvenience this may cause. If you have any further questions or require clarification regarding our policies, please feel free to contact us.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21048546
  
  I am rejecting this response because:

  Even though "monthly fee" is not clear, I was charged $66 more than once per month. This makes the whole situation even more misleading and fraudulent. To ******* customers with constant pop **** offering $2 services while slyly charging membership fee of $66 per month and for the final blow charge the $66 MORE THAN ONCE PER MONTH is shameful. This hurts even more for people on a fixed income searching for aid.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/30/2024

  Hello *****,
  
  Thank you for your response. 
  
  In further checking your account, the most recent charge was from November which we've already refunded. 
  
  Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we've also refunded the October membership payment for you. 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: 01/30/2024

   
  Complaint: 21048546
  
  I am rejecting this response because:

  The remaining charges are not warranted. A fair and just business does the right thing and does not charge monthly fees multiple times a month.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2023

  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.

  My cat was throwing up and she stopped before the doc gave his opinion. I cancelled the membership before he sent it, I was also told it would only charge me $5 not $35 plus the $5.

  

  Business Response

  Date: 12/23/2023

  Hello Mayce,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your Cat Vet question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:12/22/2023

  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.

  Like so many others, I also sought an answer to a simple tech question on Just Answer for $1.00...only to find a $55.00 charge on my credit card. This is horrible business and should be addressed. Deceitful strategies such as this need to be stopped.The irony in this situation? Just Answer sent me to Apple to get the answer to my question!! Yes, I did not get an answer from JustAnswer, just the knowledge that they could not help me. Now I'm charged $55.00 (still pending at this time) and I hope to get a refund for these horrendous business practices. We have enough scams in the world already!

  

  Business Response

  Date: 12/23/2023

  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 Apple 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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/24/2023

  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...assuming that my credit card is refunded.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/22/2023

  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.

  BBB What is wrong with you? In a previous life manufacturing boats I would work diligently with BBB to resolve legitimate consumer issues. In this instance my card was charged without my directive which screams fraud. As I read through the various complaints, it is common occurrence yet you determine the resolution to problems that should have never occurred are "satisfactory" because supposedly the charges were reversed. Just Answer is nothing but some predatory website trying to justify existence and scam consumers. Shame on BBB for participating.

  

  Business Response

  Date: 12/23/2023

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for the trouble this has caused you. There is no account associated with your email address or phone number. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist further. 
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ******************** 

• Initial Complaint

  Date:12/22/2023

  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.

  Today, 12/22/2023, I stared a chat session with Justanswer asking about a health related subject for an advertised fee of $5. During the chat I was asked to choose between a call or text chat with the healthcare provider. I continued to a chat session, and after it I found a $46 membership fee on my card plus the $5 for a $51 total. Any fee other than the $5 was not at all mentioned at any point. I did not agree to having a membership, and I especially did not agree to a membership fee. The business is charging me for a falsely advertised service.

  

  Business Response

  Date: 12/22/2023

  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 Medical 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 
  ************************************************************* ********************
  
  

  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.