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:12/04/2023

  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 april 29 i contacted car just answer/mechanic about a automobile question. I was not told anything about having to join a membership. Today i decided to look through my **** card transactions and found out they have been charging my **** $49 a month starting on may1 and ending on november 28 for a total of $392. I called them today and they said they can,t reimburse me . In my opinion this is a legalized scam when they never mentioned membership and then take money from my **** monthly.

  

  Business Response

  Date: 12/05/2023

  Hello *****,
  
  We understand your concern and would like to resolve this to your satisfaction.
  
  We've refunded your membership payments. 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. 
  
  Rest assured that your membership has been cancelled and no recurring payments will be made moving forward. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 12/05/2023

  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:12/04/2023

  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 Dec 1st, 2023, I goggled "How do I run a test cycle on a new Bosch dishwasher install?" One of the responses led me to the JustAnswer website. I agreed to pay $5 for someone to answer my question (even though my husband thought that it was a joke to pay even $5). Now I see that I was charged $40 for a monthly subscription. When I called and stated that I only agreed to pay $5, I was told that my only course of action was to cancel the monthly subscription so that I would no longer be charged $40/month, but the initial $40 charge was non-refundable. I would never have used this service if it had been clear that I was going to be charged $40! The checkout page clearly stated that the $5 was for a free 7-Day trial. I definitely feel like I was tricked into paying $40! I have cancelled the monthly subscription, but I still expect a $40 refund.

  

  Business Response

  Date: 12/04/2023

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

  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:12/04/2023

  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 contacted this company to ask a one time question and pay $2. They automatically enrolled me in a membership without my consent. They have been charging me $46 a month for the last 3 months. I had no knowledge of this and did not consent to it!!!! This company is a scam! I can see by all the other reports on this site having the same issue that Im not the only one. I called them multiple times to resolve this and they hung up on me. This business should be shut down. I want a refund immediately. I would never have known this was happening if they hadnt overdrawn my account this month. They take advantage of people. Please dont get scammed by them like I did! I am reporting to the *** as well.

  

  Business Response

  Date: 12/04/2023

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

  I have refunded the membership fees. 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: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.

  I subscribed on 7/8/23 and cancelled on 8/1. Asked a question on 8/2 and cancelled again on 8/8. I was repeatedly charged $35/month up until I noticed the charges on 11/3. I canceled AGAIN on 11/4 and have a confirmation cancellation #. However I was still charged $35 on December 4th. I called customer service and before a rep could even pick up the phone, the automated system said my account was cancelled. I spoke with someone and she said shed call me back in 2 min. Nothing. So I called the **** # again and she claimed there was no cancellation made on 11/4. Again, I have email confirmation and cancellation confirmation # (which they refused to take). I was told no refund could be processed and she would send me a email. Shocker. No email was received. When I asked to escalate the situation they rep went silent. Please just give me my money back and quit charging my card.

  

  Business Response

  Date: 12/04/2023

  Hello ******,

  I apologize for your experience.

  Unfortunately, I'm not finding a current account for you. Would you please reach out through my contact information so we can find your account and make this right for you?

  Best,

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

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20957268
  
  I am rejecting this response because Im sure its showing that an account doesnt exist.due to the fact that its been cancelled like 3 times now. Yet youre still charging me. My cancellation confirmation number is JA190193 and attached is the charge made to my account. *** spent enough time on the phone with your company. Im not spending another hour going back and forth and being lied to about receiving confirmations.
  
  Sincerely,
  
  ****** Close

  

  Business Response

  Date: 12/05/2023

  Hello ******,

  I apologize for the frustration.

  I found your account with the email address you shared but it was closed in Nov. 2022 as your screenshot shows. I found another account tied to the phone number you shared but that account was closed in July 2022. I am not finding any charges for you in 2023. If you would please reach out through my contact information, we can gather more private information from you to find those charges.

  We look forward to getting this resolved for you.

  Best,

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

  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. Although, its important to note that the contact information provided was merely the customer service line Ive called the previous 2x. Also, I repeated the exact same information I provided to the first two reps who refused a refund, but this time they were magically able to process a refund. Interesting, but thank you.
  
  Sincerely,
  
  ****** Close

• Initial Complaint

  Date:12/04/2023

  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 was told I would only pay $5, but they charged me an additional $46 without my knowledge.

  

  Business Response

  Date: 12/04/2023

  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 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: 12/07/2023

  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:12/04/2023

  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.

  The chat representative lied and said they were charging 5$ and charged my card 51 dollars . That is stealing I did not not agree to no 51$ . I need a refund asap I have screenshots to prove it they are stealing and not even providing real lawyers . I called to get refund and lady did not provide that either

  

  Business Response

  Date: 01/10/2024

  Hello ********,

  I'm very sorry, but I was unable to locate a JustAnswer account associated with your email address or phone number.  Please reach out to me directly if you still need assistance with your JustAnswer account.

  Best regards,

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

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

• 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.

  Makes it seem like you can talk to actual vets but they are not vets then tries to scam you out of additional funds to talk over the phone with a vet that is not an actual vet waste of money and time.

  

  Business Response

  Date: 12/04/2023

  Hello ********,

  Thank you for trying  JustAnswer.

  I'm sorry you were mislead about the services offered by JustAnswer. In order to prescribe a prescription, you or your pet need to be seen in person and can't get a prescription from any online service. The Experts on the site are verified as professionals in their fields before we allow them on the site to answer our customers questions. I pray your puppy is doing okay.

  If you need to manage your membership settings please visit our site using this link: ************************************************** Please reach out through my contact information if you need further assistance.

  Best,

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

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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 contacted Just Answer for help with a legal question and agreed to pay $5 to access their site. I spoke via chat to a lawyer briefly and no additional charges were mentioned nor agreed to. That same morning, I was charged an additional $60. When I tried to contact the company to discuss the $60 charge, there was no answer from their reps. *** chat bot would claim it was putting me through to a rep, but no one would ever come on the chat. When I tried to call the phone number, it asked me to agree to pay an additional $39 to speak to a rep. **** a scam! *** chat bot also said I had agreed to pay $60 for a phone call with an attorney. I did not do a phone call.

  

  Business Response

  Date: 12/04/2023

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

  JustAnswer offers a phone call to all of their customers for customers who would rather talk than type. It is completely optional and you don't have to accept the offer.The Experts will be glad to continue working with you online.

  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: 12/05/2023

  Better Business Bureau:
  
  The business did refund my money -- thanks entirely to the BBB. The business was completely non-responsive prior to BBB's involvement (their customer service reps would not even come on the line and they wanted to charge an additional $39 to speak with a CS rep by phone), so I am very happy with BBB's action in this matter. Likewise, the link the business provided in its BBB response showing an example of what customers allegedly "see" to show they signed up for a membership was completely new to me. I never would have proceeded using the services had I seen that screen. I did not.  

  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 ask that the business completely remove my account from their platform. They ended my membership, which I appreciate, but I do not want my info on there at all. Thank you. 
  
  Sincerely,
  
  *************************

• 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.

  I asked a single question in November 2023 and it was never answered nor did I sign up for any monthly charge. I saw it on my debit card statement and called to ask for a refund. Whomever I spoke to on the phone refused to give me a refund only cancel my enrollment. I'm on a very tight budget and $40 would buy me a week of groceries.

  

  Business Response

  Date: 12/04/2023

  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:12/04/2023

  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.

  Advertised as online answer for a specific real estate question. Received a fluff non answer with option for more billing. Misleading advertising; implies expert answers but only if you do a monthly membership and or pay additional fees.

  

  Business Response

  Date: 12/04/2023

  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 *************** was able to help you with your question. If you still have questions, please respond to him on the site and he'll be glad to continue working with you. As with all of the Experts on the site, they have been verified by a third-party company as professionals in their fields. We even recheck their credentials every so often.

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