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:12/03/2023

  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.

  11/13/2023 I filed a complaint against JustAnswer a couple of months ago because they charged me two month's worth of "service" at $46/month that I did not subscribe to. You contacted them and I received a credit for the two months charges and I THOUGHT they cancelled the illegal subscribtion. However, on October 15 and Nov 15 my credit card was again charged $46. I emailed the person who responded to my original complaint to request a refund and to absolutely cancel the illegal subscription. In response I got a request for a satisfaction survey - no refund and no response to my complaint. Can you please help again?Last letter:10/3/2023 I contacted ********* chat on my phone to assist with a scam on my computer which locked up my computer. ********* stated it was not them. They referred me to Justanswer for only $1 (fully-refundable) and told the software technician about my situation, which was the tech with Justanswer. He connected with me through a text, email and on the same chat site with *********. I entered my credit card information for the $1. My issue was resolved by turning off my computer and router and then turning it back on. I was informed the alert on my computer was not *********. Now, I get an email and a charge for $46 monthly membership from Justanswer. I went to the website, cancelled and requested a refund for the $46 for I was only asking for one question due to an alert. I spoke with a representative from Justanswer. He said I am not allowed a refund of any money since I asked the question. As I was trying to understand why I was charged for something I was unaware about, he dismissed me and said he answered me and he got off the line, hung up. I am asking for a refund of something or a cost that was not disclosed to me until after I asked the question. I was referred to them by ********* and connected to them with knowledge of only $1 to be charged and fully refundable.

  

  Business Response

  Date: 12/04/2023

  Hello Ava,
  
  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 *********************

• Initial Complaint

  Date:12/03/2023

  Type:Order 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 November 02 2023, I paid $5 to get one of my legal questions answered, which they did. However, nowhere did it say I was signing up for a membership, I got no question about it, no yes or no, nothing. They then, 4 days later, charged me a reoccurring charge of $46 without my consent to the same card I paid the $5 with. This happened twice on November 06 2023 and December 3rd 2023. I then realized what they did and I cancelled the membership that they signed me up for without me knowing or consenting, but they only refunded me the December 3rd 2023 charge. So I then called on December 3rd 2023 from my number of ************, to customer service at **************, and I reached ******, whom was extremely rude, told me he wouldnt refund the money, did not allow me to speak to a supervisor despite me repeatedly requesting that, and then just hung up on me. So I then called a second time right after, and I reached the same person, ******, again. And he then was rude again, I begged him to speak to a supervisor, and he told me they were occupied and it would be a 40min-1 hour wait, and that they would call me back from the same number, I made sure of that with him. They never called back. So I then had to go and call my bank, *****, and try to dispute the charge, because I did not make this purchase. I would like them to know that ****** is a terrible and rude customer service rep, and I would like ******************** to know the company is charging people memberships that they are unaware of and dont knowingly consent to. There are countless complaints of this exact issue online as well.

  

  Business Response

  Date: 12/04/2023

  Hello ****,
  
  We apologize for any inconvenience you may have experienced with JustAnswer.
  
  We've refunded the remaining membership payment. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:12/03/2023

  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 am deeply disappointed with my recent experience on JustAnswer. The site advertised a $2 charge for a question, with the promise of a refund. However, I was immediately charged $86 without my consent. This unexpected charge is both unjust and contrary to the platform's advertised pricing.I promptly canceled the plan, as it was not something I willingly subscribed to. I urgently request a refund of the unauthorized $89 charge. This experience has severely impacted my trust in the service, and a prompt resolution is necessary for a positive customer experience

  

  Business Response

  Date: 12/04/2023

  Hello ********,
  
  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 *********************

• Initial Complaint

  Date:12/03/2023

  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 asked just answer for a vet question. They said they would only charge me $2. They charged me $44

  

  Business Response

  Date: 12/03/2023

  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 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:12/02/2023

  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.

  12/2/2023 $1 into offer Charged $30 Canceled my subscription before the one month period.Still charged $30 My complaint mirrors all the other. They continue to use the same scam and have apparently for years. Shut these a******* down.

  

  Business Response

  Date: 12/03/2023

  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.
  
  We have turned off your membership so no recurring charges will appear moving forward. Please reach out if you need further assistance.
  

  Best,

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

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20950283
  
  I am rejecting this response because: If they want to use the excuse I used their service before then why did I get the offer and then it is recended without notice. It's bait and switch. I've cancel my credit card and will disput ethe charges. If they really were concerned about customers, they'd resend the charge and be more tranparent.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/04/2023

  Hello ****,

  I apologize for the frustration. I have refunded your membership fee.

  Best,

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

• Initial Complaint

  Date:12/02/2023

  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 contacted Just Answer on 11-19-2023 for assistance with an issue I had setting up a Roku device I was advised at that time that there would be a $1.00 charge which I agreed to. The person was unable to help me so I was transferred to another agent for assistance. My credit card was charged $44.00 which appears to be for a membership I did not agree to. I attempted to cancel this membership according to directions on their app but the app failed to respond. I request that my $44.00 be refunded.

  

  Business Response

  Date: 12/03/2023

  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: 12/03/2023

  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:12/02/2023

  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.

  In Sept. of 2023, I was researching a problem with my Wurlitzer Juke Box and came across the Just Answer website. I did not sign up for a monthly charge, just asked a question about it is all I did. There was no resolution for my question. I would like the 3 months charged, $40 each month on my credit card, to be refunded. I did not intend to have an account with **********************. I called on 12-2-23 and cancelled the account. I asked for a supervisor and this was denied.

  

  Business Response

  Date: 12/02/2023

  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 Wurlitzer Juke Box 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: 12/03/2023

   
  Complaint: 20949113
  
  I am rejecting this response because:  I was billed $40.00 per month for September, October and November.....received an email that only $40.00 was credited to my charge account, not $120.00.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/04/2023

  Hello *****,

  I apologize for the delay. The additional two refunds have been issued.

  Best,

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

  Customer Answer

  Date: 12/04/2023

  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. I expect the credits for the additional $80, as well as the first $40,  to be on my next credit card statement.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2023

  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 went on the website to ask a question. It said it would cost $5. I inputted my payment info and had my question answered. I then discovered the next day I was charged $65, and that the $5 was just a registration fee.. This made me angry but I let it go. I only discovered today, a month later, they charged me another $60 and said I signed up for a membership. No where was it clear that I would be charge recurrently for a membership, let alone $60 per month. I called the day the money was pulled from my account and was told membership fees couldnt be refunded, EVEN THOUGH I NEVER AGREED TO BE CHARGED. This website felt like an absolute scam to me.

  

  Business Response

  Date: 12/02/2023

  Hello Kyra,
  
  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:12/02/2023

  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.

  First $1.00 which I was told would be refunded. Then $55.00, which I never authorized or even knew about.

  

  Business Response

  Date: 12/02/2023

  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 ********** 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:12/02/2023

  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 joined just answer and they charge me five dollars plus $35 for the first month of membership and I asked a question to a vet. I never got a response. I asked for a refund and to cancel my membership. They canceled my membership, but would not respond to the request for a refund. When I tried to call to speak to their customer service, I got a message that I didnt have a membership and so cannot speak to anyone. The service is a scam.

  

  Business Response

  Date: 12/02/2023

  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 Dog Vet 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 
  ************************************************************* ********************