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:07/27/2023

  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.

  The problem is with a service called Just Answer on the internet. On July 27th at 2:45 PM I was looking for information on repairing a refrigerator freezer drawer. I started a dialog with a computer answering service that was supposed to connect me with a human repairman to answer my question, but it was going to cost $5.00, which I decided to pay. They wanted my credit card number, phone number, email address. They didn't explain that a $30.00 membership fee was involved, our credit card provider informed us immediately of the extra charge.I immediately cancelled my membership (without using their service) and was sent an email saying there would be no "further" charges. So I called the company and they refused to remove the charge. The company representative was not helpful and rather rude on the phone.Total charges $35.00 and since I never used their service, I would like the full $35.00 taken off our credit card.

  

  Business Response

  Date: 07/28/2023

  Hello *****,

  We are committed to doing right by our customers, so we would like to resolve this by providing a full refund. You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/28/2023

  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:07/27/2023

  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.

  Just Answer told me it would only cost $1 to ask a question and worded their copy making it sound like then I could enroll in a monthly membership after the question. Instead they immediately charged me $46. I cancelled my membership and now have none of the membership perks for the rest of the month. I just want my money back. This website is purposefully misleading customers.

  

  Business Response

  Date: 07/28/2023

  Hello ******,

  Your happiness is our priority, so we apologize that we fell short. I see that one of our customer service agents refunded the $46 membership payment on July 27th.  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 I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/28/2023

  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:07/27/2023

  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 signed up for the legal advice service on justanswer. They promoted the service as a $5 fee for signing up and asking questions. Only after I signed up did I realize that they had also charged me a $60 monthly membership fee. It was not made clear on their website when signing up. It looked like I would only be charged $5. I feel that this was deceptive and misleading. From their advertisement page, it initially says that it costs only $5 which is refundable. The following page does show that customer would be charged $5 and a $60 monthly, but it's in small font. I feel the initial page was deceptive misleading the customer to think it would just be $5 that is refundable. It should be made more clear that the customer would be charged $60 in addition to the $5 and that the $60 is not refundable. Also, their website tries to hurry the customer to get answers to their legal questions soon, which would hasten their decision to sign up without really understanding at all the details and costs about what they're signing up for.

  

  Business Response

  Date: 07/28/2023

  Hello *******,

  We understand your concern and would like to resolve this to your satisfaction. I have refunded the $60 membership fee for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/27/2023

  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 asked a question for $5.00 and came back today to make sure I canceled my membership and found out that they charged me another $35.00. I asked one freaking question and it costed me $40.00.I was mislead and had less than 30 days to cancel!! This is a scam!!!

  

  Business Response

  Date: 07/28/2023

  Hello **********,

  Customer satisfaction is very important to us, so I am happy to help make this right. I have refunded the $35 membership payment for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/27/2023

  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 got on the website called " Just Answer". To get a simple question answered. I did not see any mention of fees or agree to any membership. I was charged 55$ per month for 6 months before catching the charge on my statement. I'm retired on fixed income. Cannot afford these scams. Please help.

  

  Business Response

  Date: 07/28/2023

  Hello *****,

  Thank you for giving us the opportunity to assist with your concern today. I have refunded four $51 membership payments for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/27/2023

  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 reached out because my car broke down and I needed an on site mechanic, and thought that this service could help me find one. I was told the charge to talk to a mechanic would be $5 and agreed to that. Immediately after that, I was directed to a chat conversation with a mechanic and charged $5 and then an EXTRA $40 that I never consented to. I was told I signed up for a membership, but I didnt - I never gave an email or password required to create a membership, so I didnt even have an account to log into and to cancel. I was never told about a membership charge. I called to get my money back (the $40, not the $5 that I DID agree to pay) and the representative refused, saying I signed up for a membership and had to sign terms and conditions. I never did either - I only chatted over SMS text with a mechanic. I want my money back!!

  

  Business Response

  Date: 07/28/2023

  Hello ****,

  I'm happy to help with your concern. I have refunded the $39 membership payment for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this specific resolution is satisfactory to me for this specific complaint pertaining to me. I have continued to pursue a complaint against them with the *** for unethical business practices. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/27/2023

  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.

  Just Answer company told me it would be a dollar to answer a question I had about a MobilePhone. No mention was made that they were going to charge me $41 per month. This sure looks like they pull this on a lot of people.

  

  Business Response

  Date: 07/28/2023

  Hello ****,

  We don't intend for you to feel this way when using JustAnswer. I have refunded three $41 membership payments for you.  The July 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. The other payments are being refunded as normal. 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.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/27/2023

  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.

  On ******************************************* repairing a kitchen appliance. I located a company called Just Answer and proceeded to ask my question. I was notified of a $1 refundable fee for proceeding so I did. I eventually received a reply form a technician via email and text and tipped the technician $5 for his assistance. The next day, 27 Jul, I discovered three charges on my credit card ($1, $5 and $37). I contacted the company via their website chat feature to request this $37 fee be cancelled and was eventually told there was nothing that could be done. The chat representative terminated the chat before I could respond further. I have the chat saved in a pdf file. While there may be a technicality of consent, I believe this company hides the consent statement somewhere so obscure that customers miss it while signing up for services. I also don't agree with the way my request was dismissed with no chance to discuss options. I would like to have this charge cancelled and the actions of this company regarding this matter documented so potential customers will be forewarned of how they treat their clients.

  

  Business Response

  Date: 07/28/2023

  Hello ******,

  I definitely want to rectify this concern for you. I have refunded the $37 membership payment for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/28/2023

  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.
  

  It is unfortunate that it took this action on my part to find a resolution to the matter regarding JustAnswer.  Any honest company would have resolved the issue the first time.  I have learned that this is not a company to be trusted and will not do business with again until they modify their process of notifying clients of membership fees to make them more transparent.

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

• Initial Complaint

  Date:07/27/2023

  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.

  cost $1 to join and intentionally did not tell me about an additional $34 charge. I never would have used their service if they were transparent about the cost. I asked them for a refund due to this deception and they refused.

  

  Business Response

  Date: 07/28/2023

  Hello ******,

  We apologize that you had this experience with JustAnswer.  I see that your $34 payment was refunded on July 27th. 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.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/26/2023

  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.

  FALSE ADVERTISING! JustAnswer.com said that there would be a trial period that would cost only $1. After the trial period, I would be charged $35. This turned out to be a total lie. They charged me the entire amount upfront WITHOUT MY PERMISSION! When I called, they said that that is the way it is and "sorry for the misunderstanding." They are very sneaky and basically lie to customers to get their business.Then the supposed "experts" are awful. They just got progressively worse. I actually caught the last one lying and trying to rip me off by charging me for a "Premium Account" just to tell me where he got the answer from because that was my main concern from the beginning. I needed to go back to a government entity and tell them this information but also provide WHERE I found it. He also lied about specializing in SC, which was the first thing I wrote in my post - "Attn: Lawyers specializing in SC only." But once I busted him and he was trapped, he just "opted out," and left the conversation. There was no way to give him the negative feedback that he so deserved. JustAnswer.com allows this kind of behavior, and they get away with it with no consequences.Based on my terrible experience, I believe many so-called "experts" on there are just people who can't find jobs anywhere else. And JustAnswer.com doesn't even care that they go on there, wasting people's valuable time, and ripping us off. I hope this company goes out of business ASAP! Their customer service people barely speak/understand English, and they're useless too.

  

  Business Response

  Date: 07/28/2023

  Hello ********,

  We hear you and will be happy to resolve this concern. Your $36 payment has been refunded for you.  You should see the funds in your PayPal account in 2-3 days, or sooner.  I have filed a complaint on your behalf with our Expert ********************.  They will review your conversation with the Expert and take appropriate action.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************