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:12/06/2023

  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.

  My husband submitted a question sbout a home appliance on just Answer. He got a reply which did not answer the question. Later we realized that we have been charged $37 a month since that time for this service. When I discovered this, I requested a refund for these ridiculous over charges. They refuse to refund any of my money, but did cancel my account. This is a complete rip off. We were unaware of this charge that was going on in perpetuity.

  

  Business Response

  Date: 12/06/2023

  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 recent 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:12/06/2023

  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.

  I called to ask a question after finding this company on the internet I was lead to believe that there was a $5.00 charge for the question. I thought this was reasonable. Due to the way this was marketed...I was unaware that there would be a monthly $30.00 charge. I immediately tried to cancel the membership but it posted to my bank at the same time as the $5.00 charge. I never did get connected for my answer....stay away. I called the business office and was assured that i would no longer be charged but I don't trust this process.

  

  Business Response

  Date: 12/06/2023

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

  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:12/06/2023

  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 charged $39 and $40. I request a refund as I did not receive assistance. I also do wish to cancel all recurring charges.

  

  Business Response

  Date: 12/06/2023

  Hello *******,

  We would love to assist you in receiving a refund.

  Unfortunately, I'm not able to find your account with the information that you've provided here. Would you please reach out through my contact information so that we can find your account?

  Best,

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

• 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.

  On 06 Dec 2023 around 8:00pm I asked "Just Answer" for an answer to the problem I was having with the key for my car. They "Just Answer'"said they could help me for $1. I paid that $1. They took that $1 Plus $34 more without me agreeing to anything at all. I was told I would be directed to an expert. The expert was an AI repeating the same thing. Even when I questioned why they charged my they responded with answers that had nothing to do with my question. There was no order number or anything. So I would like my money refunded ASAP. My account I guess would be my email ***********************

  

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

• Initial Complaint

  Date:12/05/2023

  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.

  Today (December 5) , I used JustAnswer to look into something health related real quick. When I was about to be directed to a doctor, I was told I only needed to pay a $5 fee for said service. So I said alright, its only $5. So it brought me straight to a page where I needed to put ,y card information in (bad mistake). After that I was put through with someone to address my problems. Afterwards, I went to my bank account to make sure they charged me $5 only and to my surprise, they NEVER charged me $5 but instead, $46. So I talked to someone in customer service saying that I was never informed about paying for a membership. In the middle of explaining it, the service agent ended the chat. So I went to the next one. Keep in mind I screenshotted everything. So the next operator was explaining that there was a page that informed the buyer about the membership but there never was. Both agents denied a refund and ended the chat while explaining my situation. Had I known this is what Id be dealing with I never wouldve used this site.

  

  Business Response

  Date: 12/06/2023

  Hello *****,

  Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: *************************************

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

  Customer Answer

  Date: 12/13/2023

  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:12/05/2023

  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 12/4/23, I engaged in a chat about a legal question with *********************** on Justanswer.com . She said that a lawyer would be connected to me after paying a $5 fee. She specifically said, "OK. Got it. I'm sending you to a secure page to join JustAnswer for only $5 (fully-refundable). While you're filling out that form, I'll tell the Landlord-Tenant Lawyer about your situation and then connect you two." I did not agree to pay for a membership on top of that and *********************** specifically said the cost would be only $5. I have attached a picture of this conversation below. JustAnswer has charged my credit card twice: once for $5 and once for $46 (the fraudulent charge). On 12/5/23 (about 1 hr ago; at 6:12 pm CST), I attempted to resolve this with customer care but they could not help. The representative said I would receive a call to resolve this from their supervisor in ***** min. This did not occur.I currently have my card frozen/in a state where these charges will not go through. I would like JustAnswer to cancel the charges since this is directly against what they said I would be billed.

  

  Business Response

  Date: 12/06/2023

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

  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:12/05/2023

  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 November 27, 2023, I accidentally got on to a website that I didn't want. I was googling something and ended up on JustAnswer website. They were getting me confused and the next I knew I was supposed to ask a question when I didn't have a question at all. I kept telling them I didn't have a question but they kept persisting. I finally gave up and asked them to leave me alone. Then I discover they have charged me $2 (CAD) join fee and a $71 (CAD) monthly membership fee. I felt tricked and scammed. A refund would be greatly appreciated.I'm a senior on a fixed income. I had to have my daughter come over to cancel my membership for me that I didn't even know I had signed up for. (Order ID *************

  

  Business Response

  Date: 12/05/2023

  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 credit card 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: 12/06/2023

  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:12/05/2023

  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 the just answer people looking online for an answer to a question. A lady wanted to chat, so I did. All I wanted was a onetime answer about my dog because dogs in this area are getting sick and i did not want to take my dog to the vet. Well, the chat led to a $5.00 charge. Okay, that was fine, but when I connected with the site it said $25.00 a month. I cancelled immediately and told them that I did not want this service. They said OKAY and that my account would not be charged. Well, it was. Then last night I called CA to talk to a person and they connected me to the vet who gave me the answer I already had been given. I was furious. I cannot trust these people and I do not want any money coming out of my account from these people.

  

  Business Response

  Date: 12/05/2023

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

  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:12/04/2023

  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 basically paid $68 for asking 2 questions. At first I thought it would be $1 but somehow, the first question cost $34, so I figured it was a subscription. Then, less than a month later I asked another question and was charged another $34. I had questions regarding engine repairs. I got lengthy responses that did not answer what I was asking for and had zero typos, so I figured I was speaking with a computer, which the person denied, so maybe they were pulling answers from pre-scripted sources. I dont care.They can keep the apology, I want my money back.

  

  Business Response

  Date: 12/05/2023

  Hello ******,
  
  Thank you for reaching out to us. Let me resolve this for you.
  
  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:12/04/2023

  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.

  On 11/29 I sought a vet expert's help on JustAnswer, and was shown the page saying there was a $5 join fee, $35 membership fee and cancelable anytime - I didn't see anything indicating I would be charged the $35 at that time, just the $5. To me, it seems the way the price was presented was misleading. The expert's answer to my question did not solve my problem, and I ended up purchasing 2 products from the store that they said were necessary that did not make a difference and ended up useless. I don't blame the expert for this; they gave me a standard answer, and it was unusual that those remedies didn't work for my dog. I do request a refund because I was not aware I would be charged $35, and I ended up getting nothing from JustAnswer, and spending even more money on a solution that didn't work.

  

  Business Response

  Date: 12/05/2023

  Hello *********,
  
  We're committed to sorting this out for you. 
  
  We've refunded your payment. The funds are made available to PayPal the next business day, however, PayPal 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 *********************