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:12/09/2023

  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.

  On 11/9/23, I agreed to pay $5 to chat with a vet to ask a question about my dog. The confirmation email I received did not state that I was signing up for a monthly subscription. I was charged $35 on 11/13/23 and again today 12/9/23. I reached out via chat and was connected to ***** who became unresponsive after I said I would be pursuing a refund with JustAnswer directly or disputing the charges with my bank.

  

  Business Response

  Date: 12/10/2023

  Hello ********,

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

  Your membership fees have been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.

  Best,

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

  Customer Answer

  Date: 12/10/2023

  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:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to pay five dollars for this company to give me legal advice, but they also charged me $46 for a monthly subscription. I contacted them, but got no refund because they said I asked one question. I did not get any answer to my question as they said they were looking for a lawyer to help me.

  

  Business Response

  Date: 12/10/2023

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

• Initial Complaint

  Date:12/09/2023

  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.

  Made an online appointment for a Dr and thought I paid a onetime fee of $46.00. There was no clear advertisement that they cannot write prescriptions. I am a nurse and her "advise" was not even helpful; it was basically a discussion between the two of us via text as she knew I was a healthcare provider. I was also not made aware that this company automatically signs you up for a membership and withdrawals $46.00/mo from your account; plus a $5.00 enrollment fee for the membership that you don't even know you are getting.I called on 12/9/23 to speak to a customer service representative and it was very difficult to get someone on the phone. I eventually was able to. I had to get very upset to get any type of refund which maxed out at 3 months and was hung up on when I asked to speak to a manager.This company is clearly a scam.

  

  Business Response

  Date: 12/10/2023

  Hello ******,

  I apologize for your experience.

  Unfortunately, at this time, we do not offer video calls with the doctors on the site. This or in person meetings with a doctor are required for any prescriptions to be written for anyone. Your membership fees have been refunded. Please reach out if you need additional assistance.

  Best,

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

• Initial Complaint

  Date:12/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the just answer website and asked a question. I was directed to a site where I had to pay a $5 fee to get an answer. I was texted twice where they were trying to get me to download their app. I declined. I never received an answer to my question. I had to call my bank and put a stop payment on the $5. Even the website BBB gives out is not legitimate. It says blank and has an exclamation point right beside it

  

  Business Response

  Date: 12/10/2023

  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.
  
  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.

  Best,

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

   

• Initial Complaint

  Date:12/09/2023

  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 have requested an answer regarding a issue with my car yesterday. Just answer initially said they would charge me 2 dollars for the answer and I went ahead but once the transaction was finished i was also charged 49 dollars monthly subscription which wasn't mentioned anywhere during the transaction.

  

  Business Response

  Date: 12/10/2023

  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 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:12/09/2023

  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.

  On the 9 of December 2023, I went onto JustAnswer to ask a question about my playstation they wanted to charge me 2 dollars but didnt say there was a 66 dollar membership plan that i did not want. I contacted thier customer service but they said that i apparently accepted their term and services which I did not and there was a no refund policy. It is amazing how this is legal I have read other complaints and I agree this is a legalised scam. The company just hides a 66 dollar fee.I request that 66 dollars be renfunded to my account.

  

  Business Response

  Date: 12/09/2023

  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 PlayStation question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/10/2023

  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:12/08/2023

  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 contacted JustAnswer to get information about our stove downdraft using JustAnswer's text interface. Along the way I was told of a $5.00 fee, which I agreed to. I did get some somewhat useful information. Then JustAnswer charged both the $5.00 fee I agreed to and an additional $40 fee that was never, ever discussed in our text exchanges, and I never would have accepted had I known in advance. That fee was the first of what would have been recurring monthly payments to my credit card. I called JustAnswer, and they refused to refund the $40 fee because there is a long, arcane website page I never saw stating that we were signing up for a $40/month membership. They did agree to cancel my "membership". We had "belonged" for a whole 24 hours. I have since noticed that many people, including others on this BBB site, have had the same experience.

  

  Business Response

  Date: 12/09/2023

  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 Appliance 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:12/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business will not stop emailing me after I canceled

  

  Business Response

  Date: 12/09/2023

  Hello,
  
  Thank you for contacting JustAnswer and I apologize for any inconvenience.
  
  JustAnswer sends out marketing emails periodically. As per your request, I have gone ahead and removed your account from our mailing lists. Rest assured that you won't receive any more marketing emails.
  
  Clicking "My Account" and then "Edit Settings" will show information on your JustAnswer account, including a box under your email address that you can check and/or uncheck to opt in or out of our emails. If the box is unchecked you are removed from our marketing email list. You can check the box and click the blue button to save your settings if you would like to opt back into email notifications, including helpful alerts and follow-*** from professionals, plus exciting discounts and offers.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been getting charged $28.00 dollars a month since at least November of 2022. I just became aware of this today when my Wife asked me what the charge was for. I never even heard of this site until today. No username no Password and absolutely not ********* of this site on all three of my Macs or MY four window devices. I can't get on the site to delete the account unless I delete my credit card! I can only go back to 11/2022 so who knows how long this has been going on. From that date alone is $364.00 I'm set back. Any help would be greatly appreciated, I would like to have Whatever account deleted and possibly gain some of My Money back. Thank You

  

  Business Response

  Date: 12/08/2023

  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 "Winchester Octagon barrel" question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20980432
  
  I am rejecting this response because:
  I have. No idea what a Winchester Octagon is. I need an IP address to find out where and when I asked this so called Question. I would like to cross reference the address against my Devices. No one but Myself uses my devices, My wife has her own device 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/13/2023

  Hello ******,

  Thank you for your reply.

  I apologize for your experience. We don't have an IP address but I do see Egg Harbor mentioned.
  
  Our policies only allow us to issue refunds for charges made within the last 90 days but I have received authorization to issue additional refunds for you. There are a total of 11 refunds issued, everything within the last year.I have submitted your account to our team that processes deletions of accounts.

  Please reach out through my contact information if you need additional assistance.

  Best,

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

• Initial Complaint

  Date:12/08/2023

  Type:Order 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.

  In August 2023, i called the company for a question about my **** e car, the answer was given, not as techical as i expected, but i paid, didn't agree to a membership and was not notified about a membership. I just noticed the December statement that i was charged monthly membership fee of 39. I agreed to pay the August membership and 26 for the answer but didn't agreed to enroll as a member, i didn't use the service after the unsatisfied initial contact. Please submit refund. Thank you. Yuene Shure

  

  Business Response

  Date: 12/08/2023

  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 Car question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/09/2023

  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.
  

  Just an observation from the business, they  provided a standard answer which was not my case since i called the business but never posted a question on their website.  In addition,  the representative led me to believe that i was only to pay 26 for the answer but not a membership.  I would never agreed to such a commitment. The business gave me only 3 months of refund, not 4 months as i requested. I am grateful for your help.
  

  Sincerely,
  
  Yuene Shure