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:12/02/2023

  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.

  Dear ***/*****,I am writing to express my extreme dissatisfaction regarding the service I have received from Just Answer. I recently used your platform to ask a single question and was appalled to discover that I was charged $5 for this question. This alone was a surprising and unpleasant experience, but it was further exacerbated when I realized that I had been subsequently charged $39.00 for a monthly subscription without my consent.At no point during the initial transaction was I informed that I would be enrolled in a monthly subscription service, nor did I authorize any recurring charges. I feel extremely misled and taken advantage of, and I demand an immediate refund for the unauthorized $39.00 charge.I find it unacceptable that Just Answer would engage in such deceptive billing practices, and I insist on a prompt resolution to this matter. I expect a full refund of the $39.00, and I request that you cancel any ongoing subscription associated with my account.I trust that you will take swift action to rectify this situation and restore my faith in your company. If this issue is not addressed to my satisfaction, I will have no choice but to escalate my complaint through relevant consumer protection agencies.I look forward to your prompt response and a favorable resolution to this matter.Sincerely,***************************

  

  Business Response

  Date: 12/02/2023

  Hello MeShiel,
  
  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 Kia ******** 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.

  Asked a question in the site. They said it would be a one time charge of $5 but then included a $46 charge. I did not agree to a membership I agreed to asking a question.

  

  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 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:12/01/2023

  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.

  12/1/2023 $55.00 per month charged to credit card.Did not use this service Credit card number fraudulently acquired.Bank alerted that it was a fraudulent charge.

  

  Business Response

  Date: 12/02/2023

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for the trouble this has caused you. There is no account associated with your email address or phone number. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist further. 
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ******************** 

• Initial Complaint

  Date:12/01/2023

  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.

  April 4, 2023 charges of $46 began coming out of my Mothers checking account. ***************************** She never authorized this in anyway. Seeking a refund.

  

  Business Response

  Date: 12/01/2023

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like your mother accepted an offer to try our monthly membership program, when they posted their ****** payment question on our website. The membership bills automatically to avoid disruptions in service. They would've seen a message similar to this when they 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:12/01/2023

  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 used Mechanic Just Answer for a repair issue with my pickup. At the time, I thought I was paying a one time fee for the service, which I was fine with. Unfortunately, if I didnt CANCEL the membership they then enroll you at $40 per month! No renewal notice each year, no correspondence at all. I unknowingly (my fault here) allowed them to bill me at $40 month for several years, despite never using the membership again. When I called customer service the employee kept telling me I should have read the terms of service. He is correct, particularly in a world of corrupt companies such as this. He initially told me he could not refund any money. When I told him I would file a BBB complaint he told me he could refund one month. I told him that wasnt good enough and he said company policy was 190 days. So, hes even dishonest on the refund process. I want a full refund from this company

  

  Business Response

  Date: 01/10/2024

  Hello *****,

  I reviewed your JustAnswer account and found that eleven $40 membership payments were refunded; three on 12/1/2023 and eight on 12/12/2023, for a total of $440.  Payments made over a year ago are ineligible for a refund because the refund links have expired.

  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

   
  Complaint: 20945886
  
  I am rejecting this response because:

  I used Just Answer in 2019, that makes four years worth of payments for a service I never intended to subscribe to nor did I use.  To tell me you cannot refund any more money because links are expired is simply disingenuous.  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/10/2024

  Hello *****,

  I'm sorry to hear that you were charged for four years.

  This isn't something that we can assist you with here. Would you please reach out through my contact information and remind us of what you posted here and ask for the Admin Team?

  Best,

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

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20945886
  
  I am rejecting this response because:

  After contacting your customer care admin I received the same answer that refunds older than a year cannot be processed  I stand by my position this is completely disingenuous and dishonest business.  

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  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 11/21/23 I started a chat with JustAnswer informing them that I am requesting a prescription for Methylprednisone. The chat, without any explanation of their service or if informing me if my request could be serviced, immediately sent me a form for payment of $5.00. I paid it through my PayPal, thinking that when I spoke to someone, if they could help me, we would agree on a charge. A ************ called and said they could not help and I thought that was the end of it, as when I tried to go back on their site it was seemingly frozen. Three days later, I was shocked to see that they charged me an additional $46.00. From the many emails they sent me, I also realized that they put me in a membership subscription I had not enrolled in. I tried three times to speak to them about a refund and each time I was sent the same form trying to elicit more payment from me. When I try to continue the chat, as usual it would be frozen. I am so disgusted that supposed medical professionals are so dishonest.

  

  Business Response

  Date: 12/01/2023

  Hello ********,
  
  Thank you for using JustAnswer.
  
  It has been brought to our attention that you have posted a question asking for a medical prescription. We do not refer or distribute medications through our site. It is also prohibited by law to write a prescription for someone who has not been examined or whose medical history is unknown.
  
  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 
  ************************************************************* ********************

• Initial Complaint

  Date:12/01/2023

  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.

  On September 26th I called regarding a legal question; and I thought that the it would be a one-time charge. I just realized when reviewing my credit card statement that I was charged on September 26th the initial $5 that I agreed to, and then there have been 3 charges on the 29th of each month of ***** (September, October, and November) which I never agreed to. It was my fault for not reading the negative reviews and not reading the fine print but I have since cancelled my membership and cancelled my cc as well so they will not charge another payment. From now on I will use gift cards with limited funds for these kinds of services. I was just desperate at the moment and really needed the advice.

  

  Business Response

  Date: 12/01/2023

  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:12/01/2023

  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 needed an answer and was told Id be charged $5. I accepted and was put through to the professional who then tried to upsell me a phone call for $59, which I declined. Now there is a $60 charge I did not authorize. Im going to be behind on my rent! So Id like the funds released back to me as I did not authorize it.It seems many people have had the very same issue and I would say their practices are deceiving at best.

  

  Business Response

  Date: 12/01/2023

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted a $60 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:12/01/2023

  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 contacted Just Answers.com November 30 2023 with a question about conservatorship. When I read the UNHELPFUL answers, approx 10 minutes later, I asked for a refund. Got crazy answers from attorneys. Membership is $46 and $5 monthly to ask questions. When I read the answers from attorneys, I realized I was scammed. As I requested, They cancelled my membership but didnt refund it. Not a very helpful web site for answers, but its a tricky way to scam. Its best to contact attorneys who provide 15 minute free consultations, which I did.

  

  Business Response

  Date: 01/10/2024

  Hello *****,

  I checked your JustAnswer account and found that the $46 membership payment was refunded on 12/1/2023.  The 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 the account because it was never finalized.

  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:11/30/2023

  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.

  Billed ***** on Oct 29, billed $1.00 on Oct 29, billed $***** on Nov 29. I did not subscribe to anything, nor did I ask any question of them. They do not answer when I have made multiple calls to ask for an explanation of this billing.

  

  Business Response

  Date: 12/01/2023

  Hello *****,
  
  We'd like to resolve this for you ASAP. 
  
  In checking your account, we see that you posted a Networking question on 10/29/2023. We've refunded your 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************