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:11/24/2023

  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 name is ******************* son of ******************* and I am writing on behalf of my mother who is 86 years old. She recently received a message from Just Answer, a company that she was not familiar with. She responed and asked what Just Answer was, and they charged her a dollar for that. The next day, she noticed a charge of $46.00 on her bank account from **********************. She was shocked and confused, as she did not sign up for any service or membership from them. It seems that Just Answer has a very vague and misleading way of presenting their Terms and Conditions, and they do not make it clear that by asking a question, you are agreeing to pay a monthly fee. This is very unfair and deceptive, especially for elderly people like my mother who have limited income and resources. She lives on Social Security and has a hard time paying her bills. She does not need to lose her money to a company that does not respect its customers or disclose its charges upfront. I request that Just Answer cancel my mother's membership immediately and refund her the $46.00 that they took from her without her consent.

  

  Business Response

  Date: 01/10/2024

  Hello ****,

  Thank you for the information you have provided.  Your mother, ****, was trying to cancel her subscription to ***************************, a greeting card company, when she ended up on JustAnswer.  I checked her JustAnswer account and found that the $46 membership payment was refunded on 12/6/2023. 

  You may want to reach out to the *************************** website to make sure that your mother's subscription to their service has been cancelled. 

  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:11/24/2023

  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 bell Canada and asked if I could restore a programme I deleted in error **** said couldnt br done So I ******d the question can I recover erased. Recorded programs and was directed to this site I asked the question and inferred they could help me and be charged $2 for a question I never had any intention to sign up for a subscription I asked the question and **** told me to contact bell I already did that thats why I reached out to this service I checked with my credit card and was charged $2 plus $40 For one question I then received a text saying thanking me for the positive response from there so called expert I contacted them and said I NEVER said I was satisfied ************ is a scam it inferstgey can help when you already know the answer from the company I cancelled my so called membership! I feel this search and application I downloaded is misleading I want my $40 back YES I will pay the $2 for an answer I already knew I told them this This whole process is misleading and should not be offered on a ****** search

  

  Business Response

  Date: 11/24/2023

  Hello *****,
  
  Thank you for reaching out to us at JustAnswer & we're very sorry for any confusion. 
  
  You likely clicked on an advertisement for JustAnswer which brought you to our site.  You would have seen JustAnswer branding when you posted your question. JustAnswer is a third-party question and answer site that provides verified Experts for many different kinds of categories, such as Legal, ************************* Appliances, Automotive, etc.
  
  It looks like you accepted an offer to try our membership program when you posted your questions on the site. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  As a courtesy, we have processed a cancelation of your charges. I assure you that moving forward you will not see any recurring membership charges.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA ************* *********************************** ********************
  
  

• Initial Complaint

  Date:11/24/2023

  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 question on 9/27/23 on their website, and the fee to have the question answered was $5. I just now noticed that there were 2 additional charges for $60 which I did not authorize. Looking back on my account it states this is a "membership fee" but no where did I see or know I was signing up for a membership. I did not authorize them to charge my card 2x after the initial $5 charge. I had not clue about any membership as I haven't received any emails from them other than the one email about the initial question I asked.I contacted customer support on their website, and when I put my question of asking for a refund in their chat, suddenly it tells me I've lost connection and it will reconnect me with an agent "soon". Really??This is fraud to sign someone up for a membership without their knowledge... at the very least is bad business because I won't be returning for any of their services and in reading the reviews here I'm not the only one that was scammed by them.

  

  Business Response

  Date: 11/24/2023

  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 Landlord-Tenant 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: 11/24/2023

   
  Complaint: 20910834
  
  I am rejecting this response because: they provided only a partial refund ($60), not a full refund ($120) of the 2 charges for a membership I never signed up for. Please refund the other $60.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/27/2023

  Hello ******,

  Thank you for your reply.

  The second refund has been issued. You should see that back in your account within the next 3-5 business days.

  Best,

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

• Initial Complaint

  Date:11/24/2023

  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 November 20th, 2023 I contacted just answer for a doctors advice on how much medicine to give my son as he's under 2. I agreed to the $2 fee, but was charged another fee a few days later of $66. I did not agree, or consent to a $66 charge. I would like a refund for the $66 please.

  

  Business Response

  Date: 11/24/2023

  Hello ********,
  
  I definitely want to rectify this concern for you.
  
  I've refunded your 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:11/23/2023

  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 entered into a chat to ask a vet a question and gave them the information they requested to get me over to an expert. Was sent a link to pay a one time fee of $5. Talked to expert and received good information. After the chat I found out I was charged another fee of $35. I did not agree to that fee. Spoke with customer service and was told that this was for a monthly membership fee. I was not aware that I was being charged for that so I asked for a refund. I was told that I'm not eligible for a refund because when I entered in my billing information there was a message explaining that was I being charged $35 for a membership fee. My issues is that there was never a message for a $35 monthly membership fee on the billing page. I would not have agreed to that I did not want become a member of just answer. My recurring membership fee was canceled but I never got a refund for my initial $35 monthly membership. This company is fraud they charge you for something they didn't tell you about it, then when you catch it they won't give you your money back.

  

  Business Response

  Date: 11/24/2023

  Hello ****,
  
  We apologize that you had this experience with JustAnswer.
  
  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:11/23/2023

  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 writing to formally file a complaint against Justanswer.com regarding a recent experience that has left me deeply dissatisfied and concerned about their business practices.I responded to an advertised $5 trial offer on Justanswer.com, with the understanding that the service was free to cancel at any time and would result in a full refund upon request. Following the prompt on their website, I engaged with a virtual chat box, expressing my interest in speaking with a Certified Public Accountant (CPA) expert. Subsequently, I never talked or asked any questions with any so-called experts from that website. A few days later I discovered that my credit card had been charged $55 by Justanswer.com.Despite numerous attempts to seek clarification and resolution through their customer service, my concerns were met with generic apologies and a firm denial of any refund. This has led me to question the integrity of Justanswer.com's advertised trial offer, and I am left feeling deceived and frustrated.I kindly request the Better Business Bureau's assistance in investigating this matter and ensuring that Justanswer.com adheres to the principles of fair business practices and transparency. The unauthorized charge and the refusal to issue a refund raise serious concerns about their commitment to consumer rights.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.My order history is Nov 13, 202339337612-910.

  

  Business Response

  Date: 11/23/2023

  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 Tax 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:11/23/2023

  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 asking for a contact number or email for FIT BIT ... "JustAnswer" populated with an offer to get help for $1.00; I submitted that $1.00. THEN a "pop-up" appeared stating $55 for the answer and a 1 month subscription - I DECLINED; Soon therefore I received an input on my "Chat" from JustAnswer with info to pay $55 and the answer would be provided ~ I'd already declined; I declined AGAIN. Later that day I discovered a $55 pending charge oin my credit card onl.ine back office; I called JUSTANSWER ~ spoke with an agent who i9nformed me she could not AND WOULD NOT cancel or reverse the $55 charge that I'd "used the service" I disagreed, asked for a supervisor and she REFUSED to connect me. I've disputed charge with my Credit Card and await the outcome.

  

  Business Response

  Date: 11/23/2023

  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 Email 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: 11/24/2023

  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:11/23/2023

  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.

  Wed Nov 22, 2023, i searched online to find a lawyer. Just answer was an option because they allowed to ask a question via chat and a lawyer would answer right away.At the time of transaction a notification comes up stating a 5dollar charge would be needed to complete the question to chat with a lawyer. I put in my card information they confirmed payment of the 5dollars and i proceeded to ask a question. I tried to ask a follow up question and was denied because they stated i needed to start over to ask any additional questions. I did not go back to ask that follow up.However moments later i noticed a 46 dollar charge on my banking info. The website says i have a membership with **. Im dusputing and reporting because Just Answer never informed me i was committing to a membership monthly when i paid the 5$.They mislead me into thinking i was paying 5 for that question and chat.

  

  Business Response

  Date: 11/23/2023

  Hello ********,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that **************** already cancelled your payment on 11/23/2023. 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:11/22/2023

  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 signed up with JustAnswer.com on 11/21/23 to get an attorney's advice on a lawsuit that I'll be filing. They said that the charge was $5.00 but they not only charged me the $5.00 but they charged me an additional $60.00. I called them and spoke with ***** today (11/22/23) who reversed the $5.00 fee but said that she couldn't reverse the $60.00 charge. She stated that I had agreed to the $60.00 fee. I definitely did not agree to pay $60.00 a month for their service! There website is a complete scam, not disclosing the $60.00 fee! My account # is: ********************

  

  Business Response

  Date: 11/23/2023

  Hello ****,
  
  I'm happy to help with your concern.
  
  I've cancelled your $60 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 *********************

  Customer Answer

  Date: 11/26/2023

  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.

  Thanks for crediting my credit card in a timely manner! 

  I would like to see you change your website from saying: "Unlimited chats, plus discounts at ****************** Depot, and more. Join for only $1. Cancel anytime." To something like: "Join for only $1.00 and just for $60.00 a month you can have unlimited chats with our experts." Your current ad is very deceptive.

  Also, it would be advantageous if you give your customer service reps the ability to reverse the monthly fees rather than having your customers file a complaint through the BBB to get their money back. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/22/2023

  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.

  My home is off the grid. On 22 Oct 23 my solar system stopped working. Since it was the weekend the supplier of the system was not available. So I thought to try Just Answer.I was under pressure because the freezers were thawing.I have to say that the person who responded to my query was very prompt and knowledgeable and I was able to resolve the issue.For that I paid $1 for registering and $55 for the service. That would have been very satisfactory.However in the scramble to get the system going again, I did not notice that Just Answer was a subscription service and that there would be recurring charges for "membership."I did not have time to read all the boilerplate, and would never imagine that a service like this would make monthly charges for a one time issue.Maybe there are people who pepper them with questions all the time, but that is definitely not me. I guess their business model depends on people not reading the clever lawyer talk.Their nice emails say that I authorized this charge. Where was the warning, "Are you sure?" Like simple things like ********* Windows 10? To put it as generously as I can, I was ambushed. Like with fly paper.I want the $55 fee that was charged to my credit card today refunded.

  

  Business Response

  Date: 01/10/2024

  Hello ******,

  I apologize for the delay.  We just now received your complaint here on the BBB site.  I have refunded the $55 membership charge from November for you.  You should see the funds on your end in 3-5 business days.

  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

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