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:09/18/2025

  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 signed up for what was presented as a $2 CAD trial fee with JustAnswer on September 18th, 2025. The charge for $2 appeared on my credit card, but immediately afterward I was also charged $86 CAD for a non-refundable membership fee. This additional charge was not disclosed upfront at the time of payment. The $86 fee was not visible on the payment page, nor was it mentioned in any clear way prior to entering my credit card details.After investigating, I discovered that the company hides this information deep in its ******************* suggesting the fee is implied once you begin using their services. This is misleading and, in my view, a fraudulent business practice. I never knowingly consented to an $86 CAD charge, and this constitutes a deceptive billing tactic.I will be disputing this charge with my credit card provider, but I believe JustAnswers practices should be reviewed and addressed by the BBB to prevent other consumers from being misled.

  

  Business Response

  Date: 09/19/2025

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, your CA$86 payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. Additionally, your membership was canceled on 18-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23903815
  
  I am rejecting this response because even though the funds were in fact reversed, I only managed to do so after hours of browsing through your website and being sent back into loops of dealing with your utterly unhelpful AI bot. Just because I managed to get the funds reversed after threatening to dispute the charge on my cc, as well as legal action, was I able to get my charges reversed through a customer representative. 
  
  While you did provide me with a screenshot of what page I could've "possibly" seen that highlights the monthly charge, your AI bot did not make this explicitly clear - indicating it would be a $2 trial membership fee, and once the payment page came up, hurried me to make the payment quickly so I could be put in touch with an expert immediately. I believe this to be a fraudulent business tactic by creating a false sense of urgency into hurrying consumers to make the payment, after which I also received no email/text notification confirming my transaction amount. It was ONLY when I checked my bank account did I realize I had been scammed by your business. You also state in your response to me that I was enrolled in a monthly membership when I made the payment - which is absolutely untrue. I never signed up for any membership, not to my knowledge - and looking at how you have successfully managed to dupe various other consumers based on complaints not only on the BBB but also on TrustPilot and other various forums, it makes it very clear that you choose to operate your business by engaging in deceptive practices, hoping that consumers don't know what redress mechanisms are available at their disposal to deal with fraudulent businesses such as yours. If you were truly apologetic, you would take action and improve your business after receiving the floodgates of complaints - all of which highlight the same issues. 

   

  Due to these reasons, I reject the response made by the business to resolve this complaint and urge the BBB as well as relevant enforcement agencies to strongly look into the unfair business conduct JustAnswer engages in. Until more permanent reforms are made, I will continue to reject this bandaid solution that just relies on exploiting the uninformed consumer. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 09/23/2025

  Hello *******,
  
  Thank you for taking the time to share your concerns with us. We regret that your experience with our website and support channels caused frustration and that the membership terms were not clearly communicated. While were pleased the charges have been reversed, its clear this resolution did not meet your expectations.
  
  Please be assured that we take feedback like yours seriously. We are reviewing our processesparticularly around trial offers, payment transparency, and automated supportto prevent similar issues and ensure customers receive clear and timely information.
  
  Your comments have been escalated to our compliance and customer experience teams for further review. We sincerely apologize for the inconvenience and appreciate your bringing this to our attention.
  
  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************
  

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23903815
  
  Thanks for your positive reply. I appreciate the effort you are going to take. However, as I previously mentioned, I will only accept this response once I see these changes actually being implemented and until then, I will continue to reject the response.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/18/2025

  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 September 18, 2025 I was charge $53 on my credit card to a company called Just Answer. I initially contacted the ************** ** Pass helpline at ************ and used their Chat Feature to inquire on how to return my ** Pass transponder. While on the ** Pass Chat system a link was sent to my cell phone, and the ** Pass representative indicated it would involve a $5.00 for Just Answer service charge. I provided my credit card information and told by the representative to wait for a response, but did not receive any product nor receive any technical information by Just Answer after my $5.00 charge. I waited by my cell phone for a call from Just Answer but received nothing. I was shocked to see a $48.00 text notification by my credit card company and later reported the fraudulent charge.I once again contacted the ** Pass Helpline at the above phone number, and the second ***** was unaware of a Just Answer portion within the ** Pass system. At 1:10 pm I received the attached email from an expert Auto Mechanic, *******, representing Just Answer. The email referred to an order number 49088427-160.

  

  Business Response

  Date: 09/19/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  I'm sorry if you thought you were posting a question on a different website. Apparently, you clicked on one of our advertisements, or you may have reached our site through one of our affiliates. When you posted your question on our site, you would have seen JustAnswer branding. Please visit ******************************************** to learn more about JustAnswer and how we provide professional services. We are a "people helping people" business.
  
  Furthermore, when you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Your $48 payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. In addition, your membership has been canceled. Moving forward, you will not see any recurring membership charges.
  
  If you have any concerns or inquiries, feel free to ask, and we'll be more than happy to guide you through it. 
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/19/2025

  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:09/18/2025

  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 looking for an answer to a question and just answer said for a refundable $5 I could speak to someone. So I signed up for the $5 payment, but then they wouldn't refund it AND they charged me $48 more for a subscription I did not agree to. Then when I went to cancel the membership, I couldn't find where to do it and I couldn't login to do it because I never created a sign in. I just want my money back. I was tricked and scammed.

  

  Business Response

  Date: 09/19/2025

  Hello *****,
  
  Thank you for reaching out.
  
  I'm sorry, but I wasn't able to locate an account using your information. Do you happen to have another email address and phone number we could try?If not, we can also find your account using any of the following details:
  
  -Your order number
  -The first 6 and last 4 digits of the card being charged (no need to provide the full number) ************ email address if the charge is through PayPal. 
  
  Could you please contact us directly using the information in my signature? So we can further assist you with your refund request.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

• Initial Complaint

  Date:09/18/2025

  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 September 17th, 2025 I asked a question to the chatbot on the JustAnswer website (about an error code on my dehumidifier), and while waiting for the connection, I was asked to entered my credit card information (in what appeared to be a secure window) agreeing to pay $2.00 fee for a response from a technician recommended by the chatbot. I entered the information, but I did not see anything stating that I was signing up for a monthly membership program and would be charged an additional $53/month, nor did I see any to agreement to the terms of service. It was only later, that I noticed two charges on my credit card ($2 + $53). When I complained to the chatbot, the response was:?Im sorry for the confusion. I will do my best to address your concerns! It's important to note that asking a question on our platform involves enrolling in a monthly membership. Being a member grants you access to a wide range of Experts, available to answer your questions anytime. Given the terms of service agreed upon at sign-up, I regret to inform you that we cannot issue a refund. Rest assured, there is no obligation to continue. Your membership can be canceled at anytime ******* original question was answered by the technician, but it was nothing i didnt already know. My point is that there was no indication I was being charged an additional $53 and signing up for an on-going program! I immediately cancelled my membership with the hope that I will not be charged any future fees. I dont mind paying the $2.00 fee I agreed to, but I wanted a refund for the $53.00 I was charged without my prior knowledge. This is a very disceptive platform!

  

  Business Response

  Date: 09/19/2025

  Hello *********,
  
  Thank you for bringing this to our attention.
  
  We understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, your $53 payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will disappear from the account because it was never finalized. Additionally, I can confirm that your membership was canceled on 17-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

  Customer Answer

  Date: 09/23/2025

  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,
  
  ********* Gusset

• Initial Complaint

  Date:09/18/2025

  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 9-17-25 I tried their online vet service. The vet assistant from JustAnswer told me that I would be charged a $5.00 fee to get the vets answer. The original words are OK, got it. Below is a secure form to join JustAnswer for $5(fully-refundable). I'll tell the Veterinarian about your situation and then connect you two. Based on the words above, I provided my credit card information. However, my bank notification showed me that I was charged an additional $55 unauthorized fee on the same date. This charge was not explicitly notified before the order and was totally unauthorized. I tried to cancel and get the refund from JustAnswer website, but it didnt work at all. This is a total scam!!

  

  Business Response

  Date: 09/19/2025

  Hello Yiyi,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, your $55 payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. Additionally, your membership was canceled on 17-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

• Initial Complaint

  Date:09/18/2025

  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.

  Found a charge of $65.00 on my credit card dated 9/1/25. Called my credit card company and I have filed a complaint with them to cancel the charges, I also found out that I was charged $65.00 in August also. They are issuing a temp credit for that charge also. I have never authorized these charges and it appears that JustAnswer LLC uses subterfuge and are misleading in their communications.

  

  Business Response

  Date: 09/19/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your Home Improvement question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, we have refunded your two (2) membership of $65 each. 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. Additionally, your membership was canceled. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

  Customer Answer

  Date: 09/20/2025

  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:09/17/2025

  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 cancelled my subscription in April and they are still taking money out of my account in August I have called and emailed repeatedly asked them to stop

  

  Business Response

  Date: 09/19/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  We understand that you are inquiring about the return of your payments. Upon checking, I found that your cancellation request was submitted in July, but under a different email address, which is why our system did not recognize it, and you are continuously billed for the membership.
  
  As a courtesy, I have issued a refund for three (3) membership payments of $55 each. The funds will be made available to your ****** account within the next business day, and you should also receive a notification email from ****** confirming the refund.
  
  I assure you that moving forward, you will not see any recurring membership charges.

  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  Bella at JustAnswer Customer Care

• Initial Complaint

  Date:09/17/2025

  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.

  Ad said a one time fee of 5.00 and billed me 53. and said it would be taken out monthly. This is bait and switch and deceptive ad practice especially to seniors. I want the maximum money amount allowed by Texas and I want this to be posted in their BBB report and I want it to be changed .

  

  Business Response

  Date: 09/19/2025

  Hello ****,
  
  I'm sorry, but I wasn't able to locate an account using the information. Do you happen to have another email address or phone number we could try?If not, we can also find your account using any of the following details:
  
    -Your order number
  -The first 6 and last 4 digits of the card being charged (no need to provide the full number)
  ************ email address if the charge is through ******
  
  Please get in touch using the contact details in my signature so we can continue supporting you.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

• Initial Complaint

  Date:09/17/2025

  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.

  This business hides their charges. When you sign up for a $5 advice (which they advertise as such) they sneakily also sign you up for $40/ mo membership. I didn't catch it until I'd been charged for 2 months already. I received no receipt or notification of the charge, and nothing confirming a membership. They are deceitful, greedy, and do nothing to help you when you reach out requesting a refund, besides telling you that you "signed up" for it - which I definitely DID NOT. DON'T USE THEM!

  

  Business Response

  Date: 09/19/2025

  Hello Thea,
  
  Thank you for bringing this to our attention.
  
  We understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Upon checking, the $40 for ****** was refunded on 9/17/2025. 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. Additionally, the most recent membership charge was cancelled before it was able to be processed, and only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off, usually within 3-5 business days, and it'll be as if the transaction never occurred.
  
  Lastly, your membership was canceled on 17-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

• Initial Complaint

  Date:09/17/2025

  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 wanted to have Dashlane answer a question about my account with Dashlane and was referred to Just Answer, which I was led to believe was a banch of Dashlane. I provided them with a master password in that mistaken belief. I was informed I had an account with **********************, which I did not. Just Answer is a fraud. I am concerned about identity theft and the theft of my passwords from ********.

  

  Business Response

  Date: 09/19/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  I'm sorry if you thought you were posting a question on a different website. Apparently, you clicked on one of our advertisements, or you may have reached our site through one of our affiliates. When you posted your question on our site, you would have seen JustAnswer branding. Please visit ******************************************** to learn more about JustAnswer and how we provide professional services. We are a "people helping people" business.
  
  Furthermore, your $48 payment is showing as "reversed" on our end. This means we were able to cancel the transaction before the funds left your account. When this happens, the charge will just disappear from the account because it was never finalized. In addition, your membership has been canceled from your end on 17-Sep-25. Moving forward, you will not see any recurring membership charges.
  
  For your reference, your security and privacy are very important to us, and we only handle information directly related to your JustAnswer account.
  
  If you have any concerns or inquiries, feel free to ask, and we'll be more than happy to guide you through it. 
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/19/2025

  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,
  
  ***** *****