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:12/22/2023

  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.

  On Oct 23, 2023, I used the JustAnswer service to get an answer to a very straightforward legal question for a $5 fee. When I signed up, I thought I was simply paying the $5 fee. However, my credit card was also billed an additional $46 that month. I initially thought I must have missed some type of surcharge in the fine print, so I did not investigate. However, upon seeing this $46 charge again on the following month's credit card statement, I figured this must erroneously indicate that I wanted a monthly membership, which I do not. I called their customer service and explained the situation. I said I was willing to pay the first $46 as I was willing to assume some responsibility, but I wanted a refund for the most recent month's $46 charge, and I wanted to discontinue the monthly membership immediately. The monthly membership was cancelled, but the *** told me they would not refund any of the $46 monthly charges. I am disputing this.

  

  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 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: 12/23/2023

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

• 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.

  The site tricked me into paying an additional $55 to get my question answered despite articulating that the one-time charge would be $5 dollars. I was charged $55 twice, and customer service refuses to offer a refund. This is a scam. The results are faulty, non-specific, and take days to receive, yet cost $55 a month when in reality they take so long that actually getting multiple answers in one month is questionable at best. Customer service was unhelpful, the business itself has a performance so underwhelming that it is obnoxious to even pay a dime for, despite false advertising to be much more in depth, specific, and helpful than it actually is.

  

  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 Relationship 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: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.

  This occurred on 12/212023. I didnt spend any money because I didnt have enough on my card to cover what they tried to take after telling me they were only going to take a refundable $1. I went through my problem they implied they could and would help and then when they couldnt rip me off because there wasnt enough money on my card they came some c*** about it being a paid service. Ok fine tell me that up front before I waste precious time on your site instead of seeking help elsewhere. Done tell me you are taking one amount and then try to take more.

  

  Business Response

  Date: 12/22/2023

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. JustAnswer has consistently operated as a paid question-and-answer service, providing access to expert insights across various fields.
  
  We apologize for any misunderstanding and appreciate your participation in our platform. If you have further questions or if there's anything specific you'd like assistance with, please feel free to let us know. We're here to help.
  
  Thank you for your understanding.
  
  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.

  I was charge $40 per month for the last 5 months on my **************** Card for a subscription to Justanswer.com that I was not aware I had signed up for. The Website Justanswer.com charged me $5.00 to have a question I needed answered about an appliance that needed repair. As far as I was concerned the first charge of $5 was the only charge I was being billed for. At no point was it made obvious that I was signing up for a $40 per month subscription to have questions answered that I might never need answered. I've looked back in my emails and see that they sent an email that ended up in my spam filter explaining that I had signed up for a subscription, but I only just saw this. This website is deceptive. When I called today to complain and ask for a refund they automatically cancelled my subscription. I never asked to have my subscription cancelled, I was asking for information and their automated chat bot just cancelled my subscription. I then called them on my land line and was told that since my subscription had been cancelled already that they could not offer me a refund. I called a second time and they hung up on me. Their most recent $40 charge was billed on December 21st, 2023 and is for the month going forward. They cancelled my subscription today December 22nd, 2023. So they effectively charged me and then cancelled a monthly subscription I had for only 1 day. This sounds criminal.

  

  Business Response

  Date: 12/22/2023

  Hello Ja,
  
  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 Appliance 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,
  
  *****************

• 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.

  Dec 20,2023 I requested about my ********** loosing an app. I was told that I would be charged $1.00 refundable fee just to verify my account and get the free service. Instead I was initially charged $46.00 plus $1.00. Which I never agreed to. I was stolen from and I did not receive any help. This company is fraudulent. They charge you whatever they want and I cannot delete my payment method from their website. Each time I try it seems to delete and when you move from the site it adds it back. Strongly suggest this matter needs to be addressed.

  

  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 ******* 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:12/21/2023

  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.

  I discovered a charge on my bank account for $46 for a company call JUSTANSWER. I do not have an account with this company and have never solicited anything from them. I contacted my banks fraud department and had to get my debit card canceled. Looking further back in my account I have been charged $46 every month since September 2023. In September I consulted a lawyer for a question that only cost $5. But apparently this company took this as permission to charge me monthly and I dont even have an account with them? Im angry to say the least. What is the recourse for consumer scams and fraud and why havent these people been shut down and arrested yet?

  

  Business Response

  Date: 12/22/2023

  Hello ****,
  
  I definitely want to rectify this concern for you.
  
  I'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 *********************

• Initial Complaint

  Date:12/21/2023

  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 erroneously charged $35 on May 8, 2023. Immediately I contacted the company and was promised a refund and cancellation of the account.Imagine my surprise on July 22, 2023 when I discovered that not only had I not been refunded, but I was STILL being charged. Once again I contacted the company. I have screenshots of the chat conversation in which I instructed the representative to once again, cancel the account and delete all of my information (including credit card). The representative confirmed this was done. Recently, I reviewed my credit card statement and noticed that I was STILL BEING CHARGED. This fraudulent company kept authorizing the charge until it would go through. I was charged another $30 on Sep 6, Oct 18, and Dec 6.A total of four $30 charges and one $35 charge.They owe me a refund of $155 and the account STILL isnt canceled. When I tried to contact them via chat, the reps just kept transferring me to a bot.

  

  Business Response

  Date: 12/21/2023

  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 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: 12/22/2023

   
  Complaint: 21043313
  
  I am rejecting this response because: Your response was inaccurate as I DID NOT accept or initiate a membership. Furthermore, you only issued a refund for 3 of the 5 fees. I am still owed a refund of $30 (Jun 26 charge) and $35 (May 8 charge). I was charged $35 erroneously on May 8 of 2023 and was assured a refund and removal of my credit card information. Your company DID NOT cancel the account or issue the refund as promised and proceeded to charge me $30 on Jun 26, Sep 6, Oct 18 and Dec 6. Your response did not address the reason as to why your company failed to cancel the account, remove my credit card information as promised in two different conversations (as annotated in the attached chat screenshot), and issue a refund for ALL of the erroneous charges. Furthermore, your company has failed to even apologize for this issue and all of the inconvenience it has caused. Im still owed a refund of $65 for the May 8 and June 26 charges.

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

  

  Business Response

  Date: 12/22/2023

  Hello ******,
  
  Thank you for your response.
  
  We've refunded the remaining payments. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21043313
  
  I am rejecting this response because:

  I am still awaiting an apology for the inconvenience this has caused. Also, I notice you still havent addressed why your company continued to store and charge my credit card when I instructed you TWICE to cancel the account and delete my information.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:12/21/2023

  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 am seeking a refund. On Dec. 21 2023 I signed up for JustAnswer's membership after seeing an advertisement for an answer for $5. After purchasing this, I realized there's actually a $60 membership fee, and the $5 is just the join fee. I asked for a refund and was denied, with the JustAnswer's customer care assistant saying the $60 fee is clear in the billing information. I think even if I did overlook this, it's poor customer service, the advertisement was misleading, and I lost $60 from it. I would never recommend this service, nor will I ever use it again.

  

  Business Response

  Date: 12/21/2023

  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: 12/26/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2023

  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.

  We discovered Just Answer is charging us 60 Dollars per month. We have no of ever speaking to anyone there. And we do not have an account with them. We have traced back 4 months of them charging us and are requesting all monies paid.

  

  Business Response

  Date: 12/21/2023

  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 Employment Law 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: 12/22/2023

   
  Complaint: 21042858
  
  I am rejecting this response because:
  I want to have all money refunded paid to this company. I admit I did speak to a lawyer, however I did not agree to a membership. I paid a fee to speak to the lawyer, but no membership was mentioned at the time. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/22/2023

  Hello *****,
  
  Thank you for your reply. 
  
  We've refunded the remaining 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 *********************

• Initial Complaint

  Date:12/21/2023

  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 was referred to website just answer.com while searching for an attorney. Tried to sign up for the service but my payment was declined. I then tried a second credit card with the same answer, payment declined. I gave up but shortly learned that they billed me 46 dollars. I contacted the credit card company and stopped the charge. Big scam

  

  Business Response

  Date: 12/21/2023

  Hello ******,

  I want to assure you that our commitment to transparency is reflected in our practice of displaying membership prices upfront. You can rest assured that you are not billed for any membership unless you explicitly choose and confirm this option.
  
  If you have any further questions or concerns, please feel free to reach out. We are here to ensure your experience is clear and satisfactory.
  
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************