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:12/20/2023

  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 was charged for 3 month membership,$43 a month, from Just Ask without agreeing to a membership.

  

  Business Response

  Date: 12/21/2023

  Hello ***,
  
  We're determined to address your concerns. 
  
  We've cancelled your most recent payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  We've also refunded your 2 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:12/20/2023

  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 November 21, 2023, following a ****** search, I sought advice from JustAnswer. It led to a telephone conversation with a gentleman from JustAnswer. During this call, I was told that I could ask a question if I paid $5.00. Today, I reviewed my **** credit card transactions and saw that JustAnswer charged me an additional $40.00 on that day (11-21-23). Moreover, I was charged $40.00 on 11-24-23 and again on 12-20-23. I was never informed about an additional fee or that I would be enrolled in this service. To date, I have paid $120.00 unknowingly. I did not identify the bogus charges before today because I have had to cope with my husbands death.I checked the Web site. Nowhere does it list these conditions and costs. I believe that I was misled and request a refund. I also request termination of my membership.

  

  Business Response

  Date: 12/21/2023

  Hello *********,
  
  I definitely want to rectify this concern for you.
  
  I've cancelled your payments. 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: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.

  I do not recognize this company nor do I ever remember giving permission for any charges in the past. Their website chat function is a scam and there are plenty of complaints about this company online as fraudulent

  

  Business Response

  Date: 12/21/2023

  Hello *****,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that **************** already cancelled your **$86 payment on 12/20/2023. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/20/2023

  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.

  A few days ago I paid $2CAD to receive a simple answer via text (which was wrong information). I was notified of the $2 charge so I went ahead. When I checked my bank account I noticed I was charged $66 and $2. I was only to pay $2 for 1 answer. The $66 charge is fraudulent as I now see with several other complaints of this nature. In my opinion this 'business' should be shut down. I would like the $66 refunded immediately.

  

  Business Response

  Date: 12/20/2023

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

  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:12/20/2023

  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 noticed that I was charged $1.00 on December 16 and $46 December 17 from a company called "Just answer".I have no idea where this came from, but I did not authorize these transactions. I looked into information on site on ****** and see others have had same issues.I have tried a couple times to get them to refund amount, to no avail. They want me to give them 12 of the 16 numbers on my bank card and email to help them locate transaction. This is not a good idea in my mind. Just another way to scam me I feel. I have two emails stating such requests. So I am contacting you, BBB.

  

  Business Response

  Date: 12/20/2023

  Hello *****,
  
  Thank you for reaching out to us. 
  
  We couldn't locate the transaction 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

  I sent Just answer the only information I have in regards to this charge from bank.:
  
  655036 Recurring POS 12/17
  Just answer.com
  ************
  ** ******** ***** 4600

  Customer Answer

  Date: 12/21/2023

  Date 12/17

  Card # **** 77** **** 0727

  

  Business Response

  Date: 12/21/2023

  Hello *****,

  Thank you for writing back.

  I found a ******** account for you under email address ******s in regard to a USPS package. Please let us know if this is you. 

  Best, 
  

  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

  
   

   

• Initial Complaint

  Date:12/19/2023

  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.

  This co. Charged my accounts 3 mo. After I canceled the acct. Im still getting attempts from them!! They provide a nber as a proof of cancellation and continue to take $33.00 every month!! They are a scam!!! Charging for requests to cancel!

  

  Business Response

  Date: 12/20/2023

  Hello *****,
  
  I'm happy to help with your concern.
  
  I've refunded your payement. 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:12/19/2023

  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.

  Paid for one-time question, and was unwittingly subscribed to monthly membership with automatic withdrawl from checking account for services not rendered or requested. I've cancelled the account, but this scam lasted for a year before I discovered it.

  

  Business Response

  Date: 12/20/2023

  Hello *******,
  
  Thank you for letting us know. We'd like to resolve this for you. 
  
  We've cancelled the most recent payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  We've also refunded the other membership 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:12/19/2023

  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.

  Help line popped up when on website of the manufacturer of my garage door opener. When I asked my question I was required to put in my card information. I then was prompted to read and agree to terms and conditions. I did not agree to the terms and cancelled the transaction. They charged me $45 without my permission. This was their SCAM! My bank is going to investigate and return my money so this is for information only. I don't know how they have an A rating!

  

  Business Response

  Date: 12/20/2023

  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 12/19/2023. 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 *********************

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21032574
  
  I am rejecting this response because: I found your whole process intrusive and fraudulent. It was not about the money as much as the inconvenience and time it required to correct the issue. My bank cancelled my card and issued a new one only to have you charge me anyway. The fact that you were able to charge me, even though I did not agree to your terms and conditions, and without ever using your product, was dubious at best. If there is any way to block your product from my computer, I would like to pursue the process!!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/20/2023

  Hello *****,

  I'm sorry to hear that you had to get a new card because of the charge.

  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 removed your credit card information from our site so you won't be charged again.

  Best,

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

• Initial Complaint

  Date:12/19/2023

  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 decided to try JustAnswer because their website said I could "Join for $1," which I thought was a good price to get an answer to a pressing issue I had. I signed up and was charged $1. I canceled the next day and received an email stating that my membership had been canceled. However, a few days later, I was charged the full monthly subscription fee of $55. I reached out to customer service and the agent told me that the initial $1 was just a join fee and that I still had to pay the full monthly subscription fee of $55. Before I could respond, the agent ended the chat. Their website was very misleading and did not clearly disclose that I would still have to pay the full monthly subscription fee in addition to the join fee.

  

  Business Response

  Date: 12/20/2023

  Hello ****,
  
  I definitely want to rectify this concern for you.
  
  I have refunded your payment. The funds would have been made available to your bank/PayPal account the next business day; however, it 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

  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:12/19/2023

  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 signed up for what I thought was a $5 doctor **** and then they signed me up for a membership for $46 and billed me $5 and $50 and the $46 membership fee on day one September 21st. I called today when I noticed all the charges Dec 19 and they were only able to refund me 2 charges of $46 but not the third. They said they had a 90 day policy. I would like my other $46 for the subscription that I never agreed to.

  

  Business Response

  Date: 12/20/2023

  Hello *****,
  
  We'd like to resolve this for you ASAP. 
  
  We've processed your request and refunded your payment. The funds would have been made available to your bank/PayPal account the next business day; however, it 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: 12/21/2023

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