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

• 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.

  On December 20th, 2023, I visited the JustAnswer website after it appeared in my ****** search results. I intended to utilize the platform for a specific purpose and was willing to pay a nominal fee of $2 CAD for text-based online expert advice, as advertised on your website.Upon entering the website, I explicitly declined any membership or engagement in phone conversations with experts. However, to my dismay, after paying the initial $2 CAD fee for text-based consultation, I was immediately directed to an online chat with a JustAnswer representative. During this chat, I was led to believe that my question could be answered for the aforementioned fee.To my surprise and outrage, I later discovered an unauthorized charge of $86 CAD on my credit card statement from JustAnswer. This unauthorized transaction is not only unacceptable but also a clear violation of trust and fair business practices. I am aware that similar complaints have been raised against your company, indicating a pattern of such misconduct. I tried to post question asking about this authorized charge, but the website moderator censored and deleted my question (as shown in the attached screenshots).I demand an immediate refund of $86 CAD to rectify this situation. Failure to do so will compel me to take further action, including but not limited to warning potential customers about the risks of using your services and sharing my negative experience on various social media platforms. I trust that you will address this matter promptly and appropriately to restore my faith in your company.I expect a response from you within [specify a reasonable timeframe, e.g., 10 business days] to confirm the refund process and assure me that no further unauthorized charges will be made to my account. Your swift action in resolving this issue will be greatly appreciated.

  

  Business Response

  Date: 12/21/2023

  Hello ****,
  
  Thank you for sharing your experience. 
  
  I've located your account using your phone number and cancelled your payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
   
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/20/2023

  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.

  I agreed to play approximately $5 - $10 to ask a legal unemployment question. After the question was answered the following week a $46 dollar charge posted to my account. Tried to cancel and got the run around. Another $46 posted last week on 12/13. Tried again to contact customer support and was disconnected. They're advertising a cheap one time question answering service and switching it for a monthly subscription.

  

  Business Response

  Date: 12/21/2023

  Hello *********,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that you have already requested a refund of your payment from your end on 12/20/2023. 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:12/20/2023

  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 14 Nov 23, My father called into JustAnswer. He needed help in the house. No help was given, but he was charged a monthly $30.00 charge. He paid the first charge, but is disputing the recurring charges because he did not authorize this membership.

  

  Business Response

  Date: 12/21/2023

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

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21038684
  
  I am rejecting this response because:
  
  No one has resolved this yet.

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

  

  Business Response

  Date: 12/21/2023

  Hi ****,

  We are trying to assist you but we need help finding your father's account.

  Could you either supply his email and phone number here or reach out through my contact information with that information so my team can find it more privately?

  Best,

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

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21038684
  
  I am rejecting this response because:
  
  Funds have not been refunded and subscription cancelled.

  Currently emailing ***************
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/21/2023

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

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21038684
  
  I am rejecting this response because:
  
  I have chatted with 5 people.  Will call this closed when money is refunded and monthly charge is cancelled.

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

  

  Business Response

  Date: 12/22/2023

  Hello,

  In order to proceed with the refund process, it is crucial for us to accurately locate and identify the associated account.
  
  Unfortunately, if we are unable to locate the specific account related to the refund request, it may pose challenges in initiating the refund process. To expedite this, please provide any additional details or information that might assist us in identifying your account accurately.
  
  If you have any questions or concerns, or if there's any other way we can assist you, please feel free to let us know. We are committed to resolving this matter to your satisfaction.
  
  Thank you for your cooperation and understanding.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 01/02/2024

  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:12/20/2023

  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 December 20 of this year I saw that this business advertises to answer a question for $5.00 so I called, it then makes you give your card info. They answered the question and then charged my card three seperate charges. $5.00, $26.00 and $39.00. I called them within a couple of hours and told them I had not called for a membership and they hung up on me. It is a total scam. I have no signed agreement for any of this.

  

  Business Response

  Date: 12/21/2023

  Hello ******,
  
  We're here to help you out.
  
  We've cancelled your membership 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 *********************

  Customer Answer

  Date: 12/21/2023

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