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:12/07/2023

  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 accidentally signed up for JustAnswer and tried to immediately cancel the service. I have been charged ***** for every month since March 2023. I have not used the service and would like a refund of ******. Your company practices in a very deceptive manner.

  

  Business Response

  Date: 12/07/2023

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

• Initial Complaint

  Date:12/06/2023

  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.

  JustAnswer.com has been charging a monthly fee of $30 for several months and I have never gotten any services from them. I never agreed to a monthly charge. I don't know how to cancel the service either.

  

  Business Response

  Date: 12/07/2023

  Hello ******,
   
  Thank you for contacting JustAnswer.
    
  After reviewing your account, it appears that your membership was turned off on October 9, 2023. Moving forward, you will not see any recurring membership charges. Your account is now on a pay-per-question basis, and you will only be charged when you post a new question. If you would like to enroll in a membership in the future, please send your request to our Customer Support team.
    
  Regarding your payment, your recent membership charge was already refunded. 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 me know if you need further assistance. I am certainly happy to help. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/06/2023

  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 asked a question , it told me it would be $5. Then they said o Im sorry it will be $46. And to make it worse , they didnt even answer my question ! Instead they said you have to go to a doctor. Then why would you charge me? Im seeking a refund !! Also they dont make it easy to contact anyone . They have an AI instead to avoid customers !!!

  

  Business Response

  Date: 12/07/2023

  Hello *********,
  
  We apologize that you had this experience with JustAnswer.
  
  In checking your account, I see that we already cancelled your $46 payment on 12/6/2023. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/06/2023

  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 unfortunately tried to use just answer/computer following email not working. No help was provided other than a form to send to ********* which I had already done. Representatives didn't listen to my challenge and quickly repeated that they can help. Initial charge of 1 dollar, followed by 55 then 39 dollars, all on 10/9. No one indicated that I was enrolling in a monthly useless charge of 55 dollars. I called on 11/6 just answer to question charges and I then canceled membership. I just realized new credit card charge of 55 dollars on 11/9, and when I called them back on 12/6, they hung up on me when I requested refund of the 55 dollars. This is a scam for us seniors, please don't let this company continue to do business as they do now. My canceled number is: JA190193. THANK you for assisting to resolve this and protect others.

  

  Business Response

  Date: 12/06/2023

  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 Emails 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: 12/07/2023

  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:12/06/2023

  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 5 December 2023, I contacted JustAnswer.com to ask a question. Before I could answer the question I was presented with a billing page to pay for their services. I could swear that it said the change was $1 although when I went to the site a second time to be certain for this report, it asked for $25. Whether I hallucinated the $1 or not, what I was actually charged was $55, not $1 nor $25.The charge of $25 is more than the service is worth to me, let alone $55, so I would not have agreed, had I seen the charge. Had I seen the charge, I would not have agreed to it.I maintain that I was charged more than I expected, more than was advertised, and more than the service was worth.

  

  Business Response

  Date: 12/06/2023

  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 Prime 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: 12/07/2023

  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:12/06/2023

  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 12/06/2023 I opened the JustAnswer website to ask a question about my computer. In the process of gathering information, JustAnswer indicated clearly that it would cost $1 to continue. Any indication of a more costly charge was not apparent on the webpage. I "spoke" with the "technician" for a minute or two, and decided this was not working, so cancelled the session. I was shocked to then see a charge of $56 to my credit card.I expect to have $56 refunded to me.

  

  Business Response

  Date: 12/06/2023

  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 Windows 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

   
  Complaint: 20968664
  
  I am rejecting this response because:
  While I appreciate that this business refunded my money, they continue to point to the consumer as the problem, and take no responsibility for hiding the subscription information. They are disingenuous in their response.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/08/2023

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payments have been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, let us know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************

  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:12/06/2023

  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 reached out to Just Answers to get an appraisal on an antique book. The price advertised was $1. When I entered my card information, there wasn't any mention of a membership or membership fee. I did a live chat yesterday after learning that I was receiving a recurring monthly membership fee charge. I asked for my membership to be closed and the fees to be refunded. The representative named ***** asked me if I would like to speak with her supervisor to get a lower monthly fee. I said no thank you and she closed the chat without any additional information or explanation. I was unable to open a new chat, the website prevented it. The chat closing information provided an email address. So I sent an email and received a reply from *************************** with links saying that I had been provided terms of agreement etc. when providing my payment information so I don't qualify for a refund. I don't recall seeing the page he sent a link to. I feel like I am being taken advantage of. I've been charged an initial fee to get my answer plus $28 for November and again in December for a membership, I didn't sign up for. As I read the reviews on this organization, this seems to be their scheme. The people who have entered a review should be refunded too!

  

  Business Response

  Date: 01/10/2024

  Hello ******,

  
  We understand your concern and would like to resolve this to your satisfaction. I have refunded the October and November membership payments for $28 each. You should see the funds on your end in 3-5 business days.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

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

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having a problem with Mircrosoft Edge coming up when I have ****** Chrome as my default browser. I went online to see if I could find a resolution. A message came up about JustAnswer so I thought I would use them to answer my question as to how I can keep Edge from displaying each time, and in between times, while I am working. When I saw that there was a charge for the service, I immediately (within seconds) cancelled it. I didn't get to the point of asking a question but I just noticed on my bank statement this morning there is a charge in the amount of $55.00. I called JustAnswer and asked for a refund but they said they wouldn't refund my money. I continued to ask for a refund but they said they would not refund the money so I am paying for a service I didn't receive. A Just Answer represenItative said this morning that they sent an email stating the service has been cancelled. I checked my Inbox, Spam and Trash emails (some of them have been going directly to Trash) and I have not received an email from them.

  

  Business Response

  Date: 12/06/2023

  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 Email 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:12/06/2023

  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.

  As with all the other complaints from this joke- fraudulent company! I paid the $5 for a 7 day FREE trial. Their website tricks you into agreeing to a month to month membership. YET there is a freaking 7 day FREE trial. I canceled the " membership" within hours and they will not refund me my $46.00. I called customer service- worthless!! Stop stealing from people!! Honor your FREE trial and stop trying to be sneaky. Your reputation is flashing HUGE red flags!!

  

  Business Response

  Date: 12/06/2023

  Hello ******,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

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

  Customer Answer

  Date: 12/07/2023

  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:12/06/2023

  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.

  11/22/23 I entered into a computer chat with Just Answer, attempting to get an answer regarding a missing computer software disk from Turbo Tax. I did not get a satisfactory answer and realized that I had been misled into enrolling for a recurring monthly membership at a cost of $55. I immediately canceled my "membership" and received an e-mail confirmation (attached). Then I discovered that they charged my credit card for $55 (attached). I called ************* and requested a refund. The representative said that "I was not eligible for a refund." Hence, I sent a demand letter to the company (attached) but have no faith that they will respond to me based on their questionable business practices and history of other consumers incurring the same fate.

  

  Business Response

  Date: 01/10/2024

  Hello ***,

  I have reviewed your JustAnswer account and found that the $55 membership payment was refunded on 12/6/2023. I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

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

  Customer Answer

  Date: 01/10/2024

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