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:11/21/2023

  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.

  justanswer charged me $46 out of the blue transactio number 0h107619yd3334001 i beleave thay have many complaints like mine date of trans nov 18, 2023 i think they may have refunder my money already but i still have a complaint since it took up so much of my time -- please register this complaint

  

  Business Response

  Date: 11/21/2023

  Hello,

  I apologize that you had this experience with JustAnswer. 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:Sales and Advertising 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 roughly November 2021 I signed up to a website called JustAnswers. (They have quite a list of complaints on the BBB website for a AAA rated company by the way.) I was looking for legal advice and was led to believe that I would pay a nominal amount of money to consult with a lawyer. The advice seemed sound and I went away feeling satisfied. What wasn't apparent at any time during this process was the fact that I had subscribed to their service and would be charged $66 dollars per month from then on. My wife tends to handle our finances and assumed this new charge was some service related to one of my hobbies. Jump ahead two years and I've paid JustAnswers $1,584 since the first charge in December of 2021. I can certainly shoulder the blame for not paying attention to my bank statement, but most subscription services are very clear about the exchange of money for service. JustAnswers is not. The complaints section here shows that. If there's a legal loophole protecting this company from fraud charges then its an oversight and must be dealt with. I believe I deserve a refund, but I also think the BBB needs to take a more serious look at this company.Thank you for your time.

  

  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. 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.
  

  Best,

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

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20898847
  
  I am rejecting this response because: I unknowingly paid this company just over $1,500 dollars for a service I wasn't using anymore. Based on the large number of similar complaints on the BBB sight and easily found on other social media sites its clear to me this company has found a way to take advantage of people and willfully does so. They may have a legal right to the money, but I feel like I've been scammed.

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

  

  Business Response

  Date: 11/22/2023

  Hello ****,

  I will have a team member reach out to you through the site.

  Best,

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

  Customer Answer

  Date: 11/24/2023

  Better Business Bureau:
  
  JustAnswers has begun the process of refunding my money. While this is a step in the right direction, I can't close this case without expressing my concern about this businesses operating policies. Its too long ago for me to recall how everything went down, but based on the large number of complaints it seems clear that I'm not the only one this has happened to.  I think more effort to arrange the subscription with the customer in a clear and concise manner is needed. I have multiple subscription services, and have signed up briefly for others before cancelling.  This particular issue has never happened before.  I've linked a video on ******* where the user explains how it happened to him.  Lucky for him he was quick to notice the discrepancy between the amount he was led to believe he was paying, and the amount he was charged.

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

  Thank you to everyone at the Better Business Bureau helping resolve this matter.

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

• Initial Complaint

  Date:11/20/2023

  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 11/20/23 at approximately 7:34pm I reached out to JustAnswer regarding a court paperwork issue. I was told by the robot that this would require a $5 payment to Justanswer, which is absolutely reasonable. I submitted my credit card information and was charged $65, $60 of that being a previously COMPLETELY UNDISCLOSED monthly membership fee. I was told it was $5 to answer a question, no membership was mentioned. When I brought this up, I was told that it was non-refundable and disclosed in the T&C. I will be issuing a chargeback with my bank as this is a scam.

  

  Business Response

  Date: 11/21/2023

  Hello *******,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

  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:11/20/2023

  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.

  see Attached document

• Initial Complaint

  Date:11/20/2023

  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 thought i was just paying $5 to ask a question not $35 and $5. I asked 1 question and i canceled the membership fee but im not so sure i was given a correct answer to the question that was asked. I dont want to be charged any further and would like to be refunded the membership fee.

  

  Business Response

  Date: 11/21/2023

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

  Customer Answer

  Date: 11/22/2023

  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:11/20/2023

  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 filed my taxes with HR Block and had a tax question. I reached out to JustAnswer to get help with a question. They charge $5.00 to do a chat and $52.00 for an audio visit, so I agreed to the chat. Then, I needed a little more clarification, so agreed to the audio visit along with the charges. They pushed for me to join with a membership, and I declined. I would never agree to a membership for tax advice, so I clicked on No. I've been charged for two months of membership for which I did not sign up. I spoke to one of their representatives, and she would only read my file and ignore my request for a refund. I finally set up a chat, and I received a canned response that I had successfully canceled my membership.

  

  Business Response

  Date: 11/21/2023

  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:11/20/2023

  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 November 1st, I used Just Answer for a single question about my cat. They asked for a $5 fee, which I thought was reasonable and paid. I just saw a charge from them for a membership fee on the same day. I cancelled the membership that I did not want the same day I asked the question. They market only the $5 fee and not the required and immediate membership fee. The website does not care for their customers and only cares about getting the most money possible from people in need of medical care for their pets. I personally was very stressed about my cat and was more than willing to pay $5, but in no world would I have payed $40 for an online vet to tell me my cat was fine. Had I actually known this was the amount I would be paying, I would have immediately left the website and called a veterinary hospital, who could have answered the question over the phone.

  

  Business Response

  Date: 11/21/2023

  Hello ******,

  I am so sorry for any confusion over the price of your question.  I see that one of our customer service agents already refunded the $5 payment for you.  I have gone ahead and have refunded an additional $30 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:11/20/2023

  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 asked a question and the ** bot said 5$ refundable to have the question answered and sent me a link to pay the five bucks. Did not mention 39$. I signed up to pay 5 bucks. I contacted customer service via chat and was given canned nonsense about terms and conditions. I cancelled within a few minutes. Who does that? Terrible service and terrible customer service.

  

  Business Response

  Date: 11/21/2023

  Hello ******,

  I apologize for any inconvenience.  I see that the $5 join fee has already been refunded for you.  I have refunded the $39 membership payment for you.  Your payments are showing as 'reversed' on our end. This means that we were able to cancel the transactions before the funds left your account. When this happens the charges will just disappear from your account because they were 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 **********************

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/20/2023

  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 went online to ask a question about my dog, not feeling well I found this site , it really did not help me answer. The question at all basically told me to just go to the vet . I feel this site is extremely deceptive, They basically tell you you can have a question answered for five dollars which is a lie. They get you to put your information in for the $5, then they start charging you monthly whether you use the service or not ,its such a scam. I never wanted this service I dont know who would pay anyone $35 a month to do nothing. This is a horrible site and very deceptive the way they get you to give the information and how they word stuff., they catch people when theyre in a crisis and stress because its easy to scam people when you catch them in those positions. This is so so wrong at this company also, I was never sent any type of a receipt confirmation anything that I even signed up for this, again, such a scam! My husband noticed the charges and contacted our bank immediately and canceled it. We want our money back this site did nothing to help us at all. They just scammed us in our time of need. then I thought Im gonna check to BBB because I think this is a horrible company. Thats probably done this to many other people, not just me . As Im looking they have scammed hundreds even thousands of people Im seeing on here exact same thing was done to them that was done to me. How does this company even stay in business? They need to be 100% transparent with what theyre doing and what theyre going to charge you they need to quit trying to scam people and make money off of people and their times of need!!!

  

  Business Response

  Date: 11/20/2023

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

  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:11/20/2023

  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 paid the initial fee and then charged ***** a month when it stated the cost was much lower.

  

  Business Response

  Date: 11/20/2023

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