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:12/19/2023

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

• 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.

  I was informed by the ** chat that the member fee was 5 and refundable and I was charged 65 and they are refusing to refund the money. The only 5 dollars I was charged was the tip I left the appraiser I spoke with. They did not state that there is a 65 membership fee.

  

  Business Response

  Date: 12/20/2023

  Hello ******,
  
  We appreciate you taking the time to share your experience.
  
  In checking your account, I see that we already cancelled your $65 payment on 12/19/2023. 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:12/19/2023

  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.

  Was told that 1 (one) question would be answered and that I would be charged $5 for download when I checked my account saw I was charged an additional $46 for a monthly membership fee that I was not told about, immediately cancelled the membership but was refused a refund for the membership

  

  Business Response

  Date: 12/19/2023

  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:12/19/2023

  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.

  In September I went on your site to answer a question at the cost of $5. I have now found out that I have been charged a monthly fee of $33 for September, October, November and December.For one question. I went online and cancelled the account I never signed up for and now am left with four months of a monthly fee. Please help.

  

  Business Response

  Date: 12/19/2023

  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 Social Security 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:12/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up 12/19/2023 under the impression that it would only cost $5.00 as a temporary trail offer. I checked my bank account and ********************** charged me $60.00 on top of the $5.00. I was not aware of this as I am dealing with a personal business matter that required the advice of a licensed lawyer. I am more than happy to pay the $5.00 but I am not paying the $60.00. I canceled my membership a few minutes after speaking with an attorney.

  

  Business Response

  Date: 12/19/2023

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

• Initial Complaint

  Date:12/19/2023

  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.

  12/19/2023 I asked a question on the home page of Just Answer. I was asked to pay $5 dollars on the next page while the question was sent to the expert. After I filled in my CC info I was taken to another page that seemed to be an advertisement for their membership. I clicked next to move on and get my answer. Then I was charged $55, not $5. I immediately went to customer service and asked for a refund and to cancel whatever membership I was just charged for. I expected to pay $5 for one question. **************** cancelled the membership but the sent me to a supervisor to answer about the refund of $55. The supervisor basically sent copy and paste text saying the information was on the page and they do not give refunds. ************************************* This is a screenshot of what she sent. Which obviously doesnt even say $55. Also does not say you will be signed up. It just looks as if its an option for something you can get. I was going off of what he original assistant told me and that was pay $5 on the next page and your question will be answered after that. At this point I was just told by the supervisor there are no refunds and she needed to leave the chat to help with other customers.

  

  Business Response

  Date: 12/19/2023

  Hello *****,
  
  I wanted to provide clarification regarding our service model. We are primarily a membership-based platform, and as part of our standard procedure, the membership option is presented upfront before posting a question.
  
  As a courtesy, we have noted your situation and, understanding the circumstances, have canceled the associated charge.
  
  Moving forward, we aim to ensure transparency in our processes, and the membership details will be clearly presented to you before any future transactions.
  
  Should you have any questions or if there's anything else we can assist you with, please feel free to reach out. We appreciate your understanding.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/20/2023

  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: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 company is charging me $41 per month. I never subscribed to this service, I don't know what it's for, and I have never used it. I have tried to cancel this several times, but they say I need to pay $1 and enter a credit card number. I am elderly, disabled, and I cannot afford this. Please help at least to close this account and stop future charges, and possibly get all my money back. I NEVER CONSENTED TO THIS.

  

  Business Response

  Date: 12/19/2023

  Hello *****,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: *************************************

  I have been able to refund the four membership fees which cancels your membership. Please reach out if you need further assistance.

  Best,

  *****, 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.

  Dear Better Business Bureau.I contacted Just Answer after an Internet search for a tax-related question. At the time (December 19, 2023, 9:30 am), I agreed to pay $5 for a single question/answer.When I entered my billing information, I did not note the statement on the form which said I would be charged $45 for a month-long membership.After I paid, I received a note from Just answer telling me they had charged me for $55 for a months membership but I could cancel whenever I wished. I immediately cancelled.I received the one answer to my question, but I feel their policies should be much better displayed so that people fully understand that asking one question could cost them $55 for a month of answers (which they likely would not want).Although Just Answer has said they disagree, I disagree with them and believe they should credit my **** for $50 - $55 minus the agreed-to $5 charge for the one question.Sincerely,***********************

  

  Business Response

  Date: 12/19/2023

  Hello *****,

  I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site.
  
  Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership.
  
  I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

  Best,

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