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:12/08/2023

  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.

  The company had a promotion for $1 for your first month to join and ask an expert any questions and then the rate goes up to $28 a month after that. This was a special promotion that they were offering and I just signed up yesterday. Today I look on my bank account after canceling my membership, since the technicians were not able to help, I see that I was charged $28 plus $1. I called and spoke with a representative about this issue and they said no you got charged $28 because you asked the question. I explained to him that their promotion stated it's $1 to join and ask unlimited question and get two phone calls for the first month. They refused to listen and kept talking and were extremely rude their name is **************** would like to be refunded everything that I had paid this company.

  

  Business Response

  Date: 12/08/2023

  Hello, 
  
  Thank you for reaching out to us and we're very sorry that you had such a difficult experience with customer service. We would like to investigate to see what happened and to provide any assistance that we're able to. 
  
  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. We will also take appropriate action with regard to the customer service agents' behavior
  
  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. Thank you too the BBB and Just Ask team in helping us with this matter. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/08/2023

  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.

  *** business offered a service which was NOT provided. ***y charged my card anyway and refused to refund me: Here is that chat message:Hi! Just as a reminder, you get unlimited chats with doctors, lawyers, accountants, mechanics, and many more specialists for the rest of the month. How can I help?refund Assistant ***********************, Assistant I'm sorry to hear that! Can you tell me a little more about what went wrong?*** "expert" sounded fake. ***y did not answer my questions. ***y disappeared from that chat.Assistant ***********************, Assistant Sorry there's no answer yet! To make up for it, I'll connect you with my supervisor, who can get you another Orthopedist and upgrade you to a free phone call (worth $50), or address any other concerns you may have.Yes, connect me Assistant ***********************, Assistant Please wait and one of our operators will be with you shortly.Connecting Assistant ***********************, Assistant Your request is important to us. Please wait and one of our operators will be with you shortly.Connected Assistant ***********************, Assistant You are now chatting with ******* - ************************* Care Agent *******, ******** Care Agent Hi, my name is *******. Thank you for patiently waiting. I just need a quick moment to review your chat with *****. Can I get your name please?********************* Thanks'******** Care Agent *******, ******** Care Agent Thank you, ***! I can certainly understand why you would be requesting a refund. I'm very sorry to know that you didnt receive an answer that satisfied your question. This is definitely not the experience that we want to create for our customers. Please stay connected. Im going to transfer you to a member of our ******** Experience Team to take care of you the rest of the way, this should only take a moment.ok Assistant ***********************, Assistant You are now chatting with ******* - ************************* Care Agent *******, ******** Care Agent Hi! Thank you for patiently waiting. My name is ******* from the customer experience team. I just need a quick moment to review your chat with the previous agent.Hi *******, not a great experience here... thanks.*******, ******** Care Agent I'm very sorry to hear that you've been waiting this long for the Expert to respond. I can certainly understand the urgency in getting a response from the expert. Nothing to worry, I'm going to look into it right now and do my best to assist you.Let me reach out to the Expert you were working with right now, and let's get you some more context and detail about your issue!******** Care Agent Does this work for you?Yes, it's not particularly urgent, but I asked several questions that seemed to have been ignored.******** Care Agent *******, ******** Care Agent Please allow me a few moments to process that for you. Okay?Yep *******, ******** Care Agent Thankyou for patiently waiting. I'll message our expert community right now and we'll have them alert the expert that you are in need for an immediate assistance. Expect that you should get a response as soon as possible this time.******** Care Agent Is there anything else that I can help you with aside from that?Yes, I'd prefer a refund. I paid for an answer right away.If I'm waiting, I might as well go to my doc *** marketing wasn't "ask a question and wait", it was get answers to your questions immediately.******** Care Agent *******, ******** Care Agent No worries, I can assure to you that you will get the answer that you need immediately.That woudl be right now So no, refund please.*******, ******** Care Agent I do apologized but since you accpet our offer to reconnect you with our expert. I can't process your refund request.******** Care Agent But I can assure to you that you will received the help you needed as soon as possible.I'm calling my bank, your charge will be removed.Good bye This is fraud Chat copied and reported

  

  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 Orthopedics 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: 12/14/2023

  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:12/08/2023

  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.

  I tried to log into Detroits parking app this evening around 9pm, December 7, 2023. When my login information was rejected, I accessed the apps help option. I was then told I had to pay a refundable fee of $1 for assistance. Im not sure what happened next, perhaps another question from me, but I became suspicious. Sure enough, when I checked my banking app, I found an additional charge of $46. Thats when I called the help number on my charge card and was connected with a *************** phone agent. The agent filed a request for a refund but explained to me that it would take **** days to learn whether the company decided that I merited a refund. Thats when I decided to contact the Better Business Bureau.

  

  Business Response

  Date: 12/08/2023

  Hello Jo,
  
  We're determined to address your concerns. 
  
  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: 12/09/2023

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/08/2023

  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 obtained advice for backflow in my HVAC. I do not recall agreeing to a membership. I called the company after noticing the $40 fee for Aug-Nov. They declined the refund. I would like the refund. I feel it should be more evident that fee will be charged every month with no notice to the customer.

  

  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 HVAC 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

   
  Complaint: 20978458
  
  I am rejecting this response because:  Only $40 of $160 is offered for refund.  Reading the reviews in the BBB, this is clearly an issue with how the agreement is presented in their ******* link.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/11/2023

  Hello *****,

  I apologize for the delay in your refunds.

  I have refunded four additional membership charges.

  Best,

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

  Customer Answer

  Date: 12/11/2023

  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: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 12/08/2023 I was transferred to a website called Just Help, seeking an answer regarding my Sharp microwave. I was transferred to an "online technician," for a charge of $5. When I used a credit card to pay the required amount, the charge was $30. I suspect this is subscription fee which I do not want. I am seeking a refund of that $30 charge. I cannot reach the company to cancel this service.

  

  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 microwave 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: 12/08/2023

  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.

  As the other complaints, I never ordered a membership of $55 per month. In checking my CC statement they have charged me for Oct and Nov I never ordered and want a refund for a scam

  

  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 Wifi connection 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: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.

  Was offered legal consultation from a professional attorney Received mediocre advice from someone with no degree doing a search on *******

  

  Business Response

  Date: 12/08/2023

  Hello ****, 
  
  Thank you for reaching out to us.
  
  We are very concerned about the experience you reported and would like to investigate.  We have an Expert ******************** that can review your conversation with the Expert and take appropriate action. 
  
  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.

  I thought my $5 payment was for asking questions. The option to pay $5 was presented to me after I typed in my question. I was charged $46. I tried to contact customer support but all their customer service links lead to a bad connection. I was not presented with further charges at any time of my transaction. If that information exists, it was not presented to me during my transaction. I want a full refund.

  

  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 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:12/07/2023

  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 called Just Answer for an answer to a legal question. My understanding was this would cost $5.00. $60.00 was taken from my checking account without my consent and is listed as a recurriing charge. I did NOT sign up for any membership. I have called and cancelled the membership that I did not agree to sign up for. I do want a refund to my checking account in the amount of $60.00. These people are preying on people that are going through intense legal challenges and who are vulnerable and trying to resolve disputes. in my opinion, it is morally wrong to lead people into this scam.

  

  Business Response

  Date: 01/10/2024

  Hello ******,

  I apologize for any inconvenience. When you submitted your question on JustAnswer, along with your email address, the site recognized you as a former customer and instead of charging you the join fee plus the membership payment, you were only charged the membership payment. The site would have shown you a Welcome Back message, along with the cost of posting a new question using membership benefits which allow you to ask unlimited questions in over 100 categories for 30 days. Renewal of the membership can be cancelled at any time.

  JustAnswer is mainly a subscription service, but if you would prefer to be on a pay-per-question basis I can give you a partial refund for $29, based on the value of your question being $31.

  Here's a list of over 100 categories that are covered by the membership program where you have all kinds of verified Experts at your fingertips:

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

  In the future, we hope that you will avail yourself of the service and see how convenient it is to be able to contact verified doctors, veterinarians, lawyers, accountants, mechanics, and a wide variety of repair people such as computer techs, appliance techs, electronics tech, etc.

   Renewal of the membership on your account has been turned off. Moving forward, you will not see any recurring membership charges. If you would like to reactivate your membership in the future, please send your request to our customer support team at ***********************************

  I hope that I have addressed all of your concerns. Please let me know if I can be of further assistance.

  Best regards,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:12/07/2023

  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.

  Canceled membership after noticing that they charged my credit card monthly for over a year. Now they still keep trying to charge me their monthly fee anyway, so I had to lock the credit card. I get notification from the credit card weekly that they are still trying to charge me.

  

  Business Response

  Date: 12/07/2023

  Hello *****,

  I apologize for your experience.

  I couldn't find any previous communication from you in our records. If you have documentation of canceling your membership before, please send that information to my contact details so we can investigate further.

  
  It seems that when you posted your question on our platform, you agreed to our monthly membership program. This program is designed for automatic billing to maintain uninterrupted service. During the sign-up process, you would have seen a message similar to this: *************************************

  
  I have deactivated your membership to stop any future recurring charges. Please reach out if you need further assistance.

  Best,

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