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:11/29/2023

  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 never agreed to pay permanently to YOU.I request a refund off 178 ******************* which I paid by mistake in November 17, 2023 to REPAIRS-JUSTANSWER.C .I ask in addition to cancel all future payments starting December 2023.(Credit card ends with ******* Sincerely yours,**********************

  

  Business Response

  Date: 11/29/2023

  Hello ******,

  The membership is set up to auto-renew so you don't lose access to the site like most membership sites do.

  Per your request, I have refunded the November membership charge and canceled your membership. You should see those funds back in your account within the next 3-5 business days.

  Please reach out if you need additional assistance.

  Best,

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

• Initial Complaint

  Date:11/28/2023

  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 11/11/2023 I had a question and was told it was $5.00. When I received my credit card bill there was an additional $30.00 charge for a one month membership. I was not informed that by asking a question I was agreeing to a membership and was only informed of this by an email after the fact, after I had given them my credit card information for the $5.00. I called them and was told the $30.00 is nonrefundable. If I had known this upfront I never would have asked a question. This is an unethical practice.

  

  Business Response

  Date: 11/29/2023

  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 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:11/28/2023

  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 Nov 9/23 I was searching online to find an answer to how to wire a 240V 30A elctrical outlet when I came across Just Answer who claimed they could answer my question for $2, so I agreed to the $2 charge and sent my question. Today I was checking my credit card charges and see a $53 charge from them on Nov 12/23, tried to chat with someone at Just answer regarding this charge and was sent to a Computer tech for more technical answers that I wasnt asking. There was no mention of this $53 charge or any membership charge and I believe they are taking advantage of people hoping we wont spend our time trying to fight the charge

  

  Business Response

  Date: 11/29/2023

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

  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: 12/01/2023

  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:11/28/2023

  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.

  On 11.27.23. I was researching a legal question online when I came across the Just Answer website where I could ask a question for 5 dollars. I asked my question and didnt get a satisfactory answer so I thought Oh well, I lost 5 dollars. Then I find out that they are charging me a 30 day membership and want an additional 60. I feel like I have been scammed. I called their customer service and was basically told too bad.

  

  Business Response

  Date: 01/10/2024

  Hello *****,

  
  I'm happy to help with your concern. I checked your JustAnswer account and found that the $60 membership payment was refunded on 12/4/2023.  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 **********************
  

• Initial Complaint

  Date:11/28/2023

  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 looking at my credit card statement and noticed a recurring charge of ***** a month for a service I do not use. When I contacted the company that is charging me to inquire how this happened and how long this has been happening. I had talked to the bank some time back and thought from that conversation that these charges would stop. But they have continued for over 2 years. I have no monthly statements. There are 2 original emails from July 2021 when I asked one question and don't even have a response to that question. I called to cancel and was told someone would contact me in 24 to 48 hours to cancel. I don't even have an email follow-up from that conversation.

  

  Business Response

  Date: 11/28/2023

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

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20928835
  
  I am rejecting this response because:

  There are 2 ***** charges now, but 4 text messages that I have been refunded. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/29/2023

  Hello ****,

  Thank you for your reply. I apologize for your experience.

  While your payment is not eligible for a refund according to our terms of service, we have refunded the membership payments made within the last year as a courtesy to you. The funds will be made available to your bank on the next business day. However, please note that it may take your bank 3-5 business days to release the funds back to your account, depending on their policy. We do not have the ability to issue refunds for charges over a year old.

  Best,

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

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, but I would like to be clear on what a year is. Calendar or 12 months.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/28/2023

  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 used Just Answer to answer a legal question on 9/11/23. Initially I was told it would cost $5 for a text answer. I agreed. Then Just Answer asked if I wanted a live phone answer instead from a lawyer for either $59 or $60. I agreed. I just noticed 11/28/23. That I had been charged $5, $59, and $60 on the day I used the service and then $60 twice since them. $244 for 5 minute answer that was an incomplete answer too. I contacted Just Answer and was told that I agreed to a subscription for $60 a month. I asked them show me where I agreed. They told me to read their terms and services. I said how does that prove I agreed to them. They didn't have an answer, just said to read the terms and conditions. They refunded the $59 and $5 but said they wouldn't refund the other 2 sixty dollar charges. Since they couldn't prove to me I agreed to a subscription I asked to speak with a manager. Conveniently all the managers were in meetings, and they said a manager will call me back within an hour. If they don't refund the two charges today I will be going to my credit card company and disputing the charges.

  

  Business Response

  Date: 11/28/2023

  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 Business Law 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: 11/29/2023

  Better Business Bureau

  I contacted the company back prior to the response and received a full refund.  I can see from other complaints this is Just Answers business practice.  To fraudulently charge customers  for a recurring service, which they are not aware they signed up for.  Then removing the charges if the customer confronts **********************, and only after multiple tries and aggression.  I imagine there are many people who eat the recurring fees because they don't want to go through the uphill battle of trying to get there money back.  What a great business Just Answer.  Scamming.  

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

• Initial Complaint

  Date:11/28/2023

  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.

  Used Justanswer.com to have an rv mechanic answer a question, It said it was a 1 time fee of $30 Instead they trick consumers into agreeing to a monthly membership, My account was charged 3 times for a total of $90 before I caught it and called to cancel the bogus subscription. I want my $60 back, Im ok with the first charge not the other 2. Also if you look online, this happens to alot of people... Very deceptive business practices and they have a BBB endorsement. Which calls BBB *********** into question.

  

  Business Response

  Date: 11/28/2023

  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 RV 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: 11/29/2023

   
  Complaint: 20928251
  
  I am rejecting this response because:

   

  I contacted you when the last charge of $30 was still pending, you received a total of $90 from my account, I want $60 back, not the 30 you are offering.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2023

  Hello *******,

  I apologize for the error on our end.

  The $60 has been refunded. The funds are made available to your bank the next business day; however, your bank may take 3-5 business days to release the funds back to your account depending on their policy.

  Best,

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

• Initial Complaint

  Date:11/28/2023

  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.

  Nov 27 /23 Business called Just Answer we used it for our printer problem which didnt solve anyway agreed to $2 and the Nov 28 /23 found a $66 charge as a membership fee that I did not approve But you are automatically approved once you use the $2 ask a question I am a senior and had I have know this I would not have agreed to the fee The printer is not worth this amount I did call and they just said tough luck and cancelled my so called subscription This to me is very disceptive to me

  

  Business Response

  Date: 11/28/2023

  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 Printers 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:11/28/2023

  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 was on Kohls website. I received a chat saying they would help for $1 and it was fully refundable. I wrote my question. Then they sent me something saying it would be an additional $39 more. I declined and shut chat down. My credit card company sent me a fraud alert that a $48 was charged and then another $55 was attempting to be charged. Then I received 3 different text from different phone numbers which I responded that I wanted a refund and to stop contacting me. I see other complaints with the same thing. Not sure how they are still allowed to be in business. This is clearly a scam and if I did not have fraud alert on all my cards, I would have been scammed more than I was. The amount is pending on my account, and I will have to dispute but future charges will be blocked.

  

  Business Response

  Date: 11/28/2023

  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 Software 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:11/28/2023

  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 was looking for legal advice on Monday 11/27/2023. I came across JustAnswer, and they offered answers to some legal questions for a $5 join fee. They also offered a subscription, which I declined. They connected me to a lawyer, who was not very helpful. His advice was essentially to lay low, stay hidden, and see what happens. I was asking questions about divorce and custody.I received a pop-up, offering to connect me to the lawyer, via a phone call. In the pop-up, it said that if I selected that option, I would be signed up for the premium benefits subscription. I declined and continued briefly in the chat with the lawyer, thanking him for his time.Today, 11/28/2023, I notice there was another charge to my bank account yesterday, aside from the initial $5. I tried to contact their customer care numerous times, and was met with error messages. I used my phone to log in, started a chat with someone there, and was promptly told that it was non-refundable. I asked to at least cancel my subscription. Just a few minutes ago, I was curious, went to the website, and it would appear my subscription is still active.

  

  Business Response

  Date: 11/28/2023

  Hello Aleah,
  
  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 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 12/01/2023

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