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:11/22/2023

  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 told that I would be charged $1.00 but I have been charged a fee of $46.00 and I don't understand why....I have looked online to see how to stop this but I don't see how.

  

  Business Response

  Date: 11/23/2023

  Hello Joy,
  
  We want 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:11/22/2023

  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/about 9 Oct. 2023 I spoke with a tech about my problem with a camshaft on Dakota 3.9l engine. I was filling out the payment page and as soon as I had theinfo in the page switched and I was on another page. I never got to read the page. The solution didn't fix my problem. I found out later that I had enrolled in a monthly charge with JustAnwer. I spoke with a Java on 22 Nov. at @3:15 PM about this problem and she referred me to check my email for a canx. Before I could respond to her, the phone went dead! I did get a canx of the membership, however no refund of the monthly fee of $60.00. I DID NOT WANT ANY MEMBERSHIP the $26.00 to the tech, Ok (a lot of no help) They need to be held accountable for their bad business practices. I deserve a total refund of my $60.00!

  

  Business Response

  Date: 11/22/2023

  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 Dodge 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: 11/23/2023

   
  Complaint: 20907463
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I feel they owe me the total of the other month of $30.00. The tech didn't help me, just cost me another $780.00. They have a racket going and I am not going to play their game! 

  

  Business Response

  Date: 11/27/2023

  Hello ******,

  I apologize in the delay of your refund.

  I see you did get a second refund on the 23rd. You should see that back in your bank account within 3-5 business days.

  Best,

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

• Initial Complaint

  Date:11/22/2023

  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.

  Just answer denied my cancellation of their service, which I made in writing to the company and instead continued to charge me money for 5 mos.

  

  Business Response

  Date: 11/22/2023

  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:11/22/2023

  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.

  ******* Airlines directed me to Just Answer website. I thought it was a ********** of ******* Airlines. It isnt. Just Answer said t I had to pay a charge of $1. Next thing I knew, they were billing me $55/month! I didnt sign up for this. They are scamming customers and are a fraudulent company. I contacted my credit card company and blocked them but other people will be victimized by them

  

  Business Response

  Date: 01/10/2024

  Hello *****,

  I reviewed your JustAnswer account and found that the two $55 membership payments were refunded on 12/12/2023.  I have refunded the remaining $1 payment 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 **********************

• Initial Complaint

  Date:11/22/2023

  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 the internet and the JustAnswer site came up saying if I paid a $2 fee they would get an expert to answer the question. I paid the $2 fee and then received an email from them saying they had charged me the $2 fee and a $53 monthly fee. There was no mention of a $53 monthly fee when I paid the initial $2. I immediately cancelled the "membership" to JustAnswer and asked for my money back. I did not receive any service from Just Answer and many hours later a plumber responded to say he was ready to help me. I informed him that I had cancelled my membership and was waiting for a refund. There was no further contact from JustAnswer. I have not recieved any service from JustAnswer nor any acknowledgement that my fee would be returned (and indeed 5 days later there has been no refund on my credit card). This additional fee is a bait and trap deception on the part of JustAnswer and I want my money back. ************************* ***********************

  

  Business Response

  Date: 11/22/2023

  Hello *****,

  Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: *************************************

  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:11/21/2023

  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.

  11/21/2023 $55.00 The business committed to provide services, and NEVER PROVIDED SERVICES, yet they charge me for Services Not Rendered. When I signed a month ago for $1, I did not understand I was committing to a monthly $55 membership charge. Upon receiving a text message from my credit card provider, I immediately went to the JUST ANSWER website, cancelled my membership, and attempted (with no resolve) to have the $55 either reversed or refunded. The chat bot dropped the chat with no answer, So I then went to ********************************** and emailed the same request. This is the text I received from my credit card carrier: "Transaction authorized for $55.00 on Acct:, but has not posted yet.- Description: JUSTANSWER, **************************** Services- Card (Last 4): ****- Date: 11/21/2023"My email was answered 25 minutes later with a denial of my request. Ticket #******* Just Answer has despicable customer service. They are in business to fleece people with their membership contract, even though no services were rendered. I will dispute the charge through my credit card company, and I will also file a complaint with the Attorney General for ***********, **********, and for the *******************. If Just Answer wants to be hard-ass in their policies, I will be the same in my disputing of their non-existent customer service.

  

  Business Response

  Date: 11/22/2023

  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 fees. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.

  Best,

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

• Initial Complaint

  Date:11/21/2023

  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 had an issue with my truck and asked a question to Just Answer. Com. The answer they gave me did not help at all! In fact he actually told me I should seek a ************** opinion so I canceled my membership and then they charge me $49 a month for 2 months I should not have been a member cause there answers suck!!!

  

  Business Response

  Date: 01/10/2024

  Hello Rod,

  I checked your JustAnswer account and found that two $49 membership payments were refunded on 11/21/2023 and two more membership payments were refunded on 12/12/2023.  The funds were returned to your PayPal account. 

  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:11/21/2023

  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 bought for an apparent service for only around 5 dollar and according to them (the business) I bought a subscription for 60-dollar Monthly. They cancel my "apparent" subscription, after charge for 2 months, but i want my money back. I found something in internet about this company they have a settle pending for this kind practice. You can read this article in internet Class-Action Suit Against JustAnswer Site Could Alter Online Business in **********.

  

  Business Response

  Date: 11/21/2023

  Hello ****,
    
  Thank you for contacting JustAnswer.
   
  We appreciate that you gave JustAnswer a try, and we are sorry that it didn't work out. The refund has been processed from your end on 11/8/2023. It may take 3-5 business days for the funds to be returned to your account.
   
  If you have additional questions or concerns, let us know and I will promptly assist you.Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:11/21/2023

  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 contacted JustAnswer regarding a rv trailer issue with the understanding that it would be a $1.00 charge. On 10/14/23, I was charged $34. They had signed me up for a "membership" without my knowledge. I cancelled the "membership" in late October. I now see a $1.99 charge on 10/19/21 and called to cancel any charges again. The customer service agent said no refunds are possible. This is false advertising because they advertise $1.00 calls.

  

  Business Response

  Date: 11/21/2023

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

• Initial Complaint

  Date:11/21/2023

  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 am a retired senior citizen and have been taken by an unethical company. On November 10, 2023 I contacted Just Answer to help with a problem on my ice machine. I signed up for the 7 day, $5 trial. Within a couple of hours, my credit card was charged the $5 I agreed to and then, a short while later, it was charged an additional $40 on my credit card. I immediately contacted them and told them what happened, as the charge was still pending in my credit card account. After contacting them I was told I was not eligible for a refund and they cancelled "recurring payments going forward." I NEVER KNOWINGLY AGREED TO ANY RECURRING PAYMENTS. My intention was to try the service and cancel within the trial period, which I did. There is no basis for this company to take $40 from me. The 7 day trial ad for $5 is fraudulent. Not that it matters, but the appliance expert did not resolve my problem. In their email to me, the said they "make every effort to display the terms and price of the service prominently on the payment page of our website." Yeah right. That's why there is a class action lawsuit against them regarding exactly what happened to me. Please do the right thing and refund my $40. I have now researched this company, and this is happening to people all across the country.

  

  Business Response

  Date: 11/21/2023

  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: 11/21/2023

  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. 

  In order to provide clarity to others who may read this, please understand that I never clicked on anything similar to the screenshot referred to in the response to my complaint. The screenshot they referred to referenced a $1 join fee plus a membership fee. The $5 offer I accepted was for a 7 day trial. I cancelled within an hour or so, way before the expiration of the 7 day trial. There should not have been a $40 charge. I am thankful they have refunded the charge. 
  
  Sincerely,
  
  ***************************