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:12/12/2023

  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.

  Today I was directed to justanswer.com after searching for a legal question on ******* I initially spoke to a chatbot and described the issue. The bot said that in order to be connected to a lawyer I would have to pay $5 and I was directed to a payment screen. Instead of $5, I was charged $5 PLUS a $46 membership fee that I would not have agreed to if it was clearly stated. This is very scammy.

  

  Business Response

  Date: 12/12/2023

  Hello *****,
  
  We're on your side and want to help.
  
  We've 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 *********************

  Customer Answer

  Date: 12/12/2023

  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:12/11/2023

  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 needed information in regards to newly prescribed prescriptions and the pharmacy and my ********** was closed. The fee showing in their app form said $2.00, so I paid via **** and provided my details. I spoke via text/their app with ************** & during our interaction kept getting request to phone me for an additional fee of $70 plus, I kept repeating I did not want to pay more than the$2. Later in the day I went to check my email and saw an email from them stating they received my $66 monthly subscription fee! I immediately cancelled and sent them an email advising them I had repeatedly refused to pay more than the $2 initial fee. I am very upset and disappointed in them. If I knew theyd bill me I would not have used their service. Thank you

  

  Business Response

  Date: 12/12/2023

  Hello *******,
  
  We're eager to help you out. 
  
  We've 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:12/11/2023

  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 the 7 November, I clicked on a link offering to answer questions. When I tried to use the service, it stated that I needed to pay a 2-dollar joining fee. If I was agreeable, it would take me to a payment screen. I filled in the payment details and asked the question.On the 11th of December on reviewing my credit card statement I noticed two further payments of $66 au and $67.98 au had been withdrawn which I have since establish from Just Answers are termed a Membership fee. It is my contention that there was either no warning about their membership fee or its disclosure was deliberately concealed in fine print on the payment screen. The fee structure was definitely not disclosed to me in a forthright manner. This is clearly an unethical business practice. I have contacted Just Answers twice but cannot get any satisfaction. I have since noted that this business practice has already been subject of a law suit (Sellers, et al. v. JustAnswer LLC). However, they still appear to be conducting business in the same way. I am hoping someone at the BBB can help me with my claim and possibly prevent more people being misled in the future.Regards

  

  Business Response

  Date: 12/12/2023

  Hello ****,
  
  We appreciate you taking the time to share your experience.
  
  I've refunded your membership payments. 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: 12/14/2023

  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.

   

  I would like to thank those involved at the BBB for their assistance in this matter it is much appreciated.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  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.

  Hi - I thought I was paying $5 to talk to a vet December 11th 2023. Turns out I was charged $40 and signed up for a monthly recurring membership. I cancelled the recurring - but I want a refund on my $40.Transcation ID ***************** Also, why does this service even exist? The advice from the VET was - oh go see a Vet in person. sooooo thanks for getting me to spend money (and a secret membership) to talk to a person who claims to be a vet who tells me - you need to go see a vet.REFUND FOR THIS SCAM PLEASE.thanks

  

  Business Response

  Date: 12/12/2023

  Hello *****,
  
  Thank you for letting us know. 
  
  I've 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: 12/12/2023

  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:12/11/2023

  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.

  Justanswer.com has been charging my account since 6/2021 for $50/month. When I signed up, I didn't know it was a membership at the time. If you review my records with them, I have only used their services once. I contact them today (12/11), they refused to refund the money. I also contacted my bank to let them know of the situation.

  

  Business Response

  Date: 12/12/2023

  Hello *****,
  
  Thank you for reaching out to us. Let me assist you with this concern. 
  
  We've refunded the membership charges that we're able to. 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: 12/12/2023

   
  Complaint: 20991830
  
  I am rejecting this response because that is only a third of what I paid. Please refund the rest.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/13/2023

  Hello *****,

  Thank you for your reply.

  Unfortunately, we have refunded all we can from here. Would you please reach out through my contact information so my team can assist you further?

  Best,

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

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20991830
  
  I am rejecting this response because they haven't refunded me fully.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  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.

  This company's website appears when people try to find answers to problems with computers, software etc. It seems you are hooking up with ********* tech that actually work for MS, but you are actually entering into some sort of business arrangement with them that looks like is costs a mere $1 to try out their service but results in a subscription for $55 a month. I see many complaints about this company on your site. I am just another victim. I cancelled my service and asked for a full refund of my first month's fee of $55. This term started on Nov. 29, 2023. I would just like to have a refund of the $55.

  

  Business Response

  Date: 12/12/2023

  Hello *****,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that your $55 payment has already been refunded from your end on 12/11/2023. 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:12/11/2023

  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.

  11/13/23 Support.JustAnswer ************

  

  Business Response

  Date: 12/12/2023

  Hello *******,
  
  We hear you and will be happy to resolve this concern. 
  
  We've cancelled your $46 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:12/11/2023

  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.

  $35 in August, September, October of 2023 each month charges. Started in July for consult services for cat. Canceled after one time use as vet did not provide information satisfactorily. Canceled justanswer with live representative. It kept billing me monthly until I called back on November 6th 2023 to cancel. Representative would not send me over to supervisor as I requested 4 times. Said he cancelled my membership. Recieved text of cancelation. Was billed again on November 9th 2023 for $35. Called on December 11 2023 to speak with supervisor. Was denied a supervisor by representative. Was given one time 35 transaction back. Was told membership canceled again. Want money back from services I did not use and requested cancelation from back in July of 2023

  

  Business Response

  Date: 12/12/2023

  Hello *******,
  
  I definitely want to rectify this concern for you.
  
  I've refunded your payments. 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: 12/12/2023

   
  Complaint: 20991468
  
  I am rejecting this response because: I had asked for repayment for the months of August, September, and October of 2023 at $35 each month. I only received a repayment for two of the three months. 

  I received the December repayment from the representative on the phone two days ago. I did use the service in July and am not asking for a refund for that $35 or $5 upcharge. 

  I would however, like to have the full 3 months I asked for back as that was originally asked to stop payment back in July and did not happen. I also asked again in November as I was billed for November on November 9th after I spoke to a representative on the 6th of November and billed again for December for on December 5th, but that was removed on December 11th. 

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

  

  Business Response

  Date: 12/13/2023

  Hello *******,

  I apologize for the delay,

  I have issued the 4th refund for you and you should see that back in your account within the next 3-5 business days.

  Best,

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

  Customer Answer

  Date: 12/14/2023

  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:12/11/2023

  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 needed a legal question answered and came across Just Answer. How unfortunate it has been for me and my bank account outrageous!From the wording they use, you can have a question answered for $5.00. If you needed further assistance, you could pay additional $ for it.I asked 1 ONE question on 1 ONE day and received a limited answer in a rude manner.I have been charged $46 for each of the past 2 months for a "service" I have NOT used.This company has a way of wording and looping you into something you have no idea of! I had NO IDEA I was going to be charged for a "service"!! I am on an EXTREMELY LIMITED income and would have NEVER obligated myself to anything like this. As of this moment, I believe my "service" has been canceled but honestly, who knows. I could have missed some other wording that can tangle you up. The gentleman I spoke with in customer service just told me I agreed to this. I would not have! I feel EXTREMELY taken advantage of. And as an effect of this horrible company, the REAL ***** that I have in life that REALLY matter are being messed up. I have grocery *****, a lot of doctor ***** etc. I can barely afford to live on the Social Security Disability check I receive. There is NO WAY I would knowingly sign up for anything like this.

  

  Business Response

  Date: 12/12/2023

  Hello *****,
  
  Thank you for sharing your experience. 
  
  I've located your account using your phone number and refunded your payments. 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: 12/12/2023

  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:12/11/2023

  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 12/10/23 I was directed to this site by an ad for a $5 trial to ask for advice from a lawyer, i received a response that was copy pasted from good and immediately realized the site was not what i thought and had them delete my card information and account. However this morning 12/11/23 I notice two $60 charges on top of the $5, when asked they stated it was very clear that I would be charged a monthly membership, this was never made clear and I would have laughed and moved on had I thought I was in anyway going to pay a $60 dollar membership fee. I have screenshots documenting every interaction and in no way was there any indication of a membership fee. This is an extremely predatory site, do not use!

  

  Business Response

  Date: 12/12/2023

  Hello ****,
  
  Thank you for reaching out to us at JustAnswer. 
  
  We've 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 *********************

  Customer Answer

  Date: 12/12/2023

  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. I would also like to let other visitors to this page know, I should never have had to come to this site to file a complaint, their predatory tactic of charging $5 then turning around and charging $60 with 0 knowledge of the charge is just insane. Then to have them deny the refund upon original request through the site itself is also insanitythe fact I had to put a blemish on the sites already pock marked reputation seems to have little effect to sway these tactics but is also crazy it had to come to this, exercise extreme caution when dealing with this company.
  
  Sincerely,
  
  **********