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:09/16/2025

  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 believe just answer is set up to take advantage of customers. I responded to an online service that was advertised as $5. I agreed to that charge but was never told that there would be a monthly fee associated with the transaction. Its no different in my mind than stealing someones credit card. I received 2 monthly charges of $65 that I would like refunded. When requested they canceled my subscription immediately but they then blocked me from being able to contact them or discuss the issue further. I honestly cant think of a time I have been treated like this by a business ever, its truly shameful. I did get an email from them at the time I was on the phone with them but they never directed me to look to my email for more information and their email went to my spam folder. Guessing I am not the first ****** to have this problem.

  

  Business Response

  Date: 09/20/2025

  Hello ***,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, I can see that both of your membership payments were refunded on 19-Sep-25. 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.  Additionally, your membership was canceled on 16-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  Thank you for taking the time to share your experience with us. This will truly improve our service. I sincerely apologize for the difficulties you encountered while contacting us. You're welcome to call us toll-free at the phone number found here: *******************************************. Our **************** Team is available 24/7, and we'll be happy to assist you in any way that we can if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

• Initial Complaint

  Date:09/16/2025

  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 contacted JustAnswer, which came up on ******, for assistance with my amazon account. I only thougt I needed to pay R15 for the query and did not see that they automatically added me to their montly membership and deducted R599 from my account. I contaced ********************** but they will not refund me my money. Please assist in getting my money refunded

  

  Business Response

  Date: 09/20/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  We understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, I have refunded your R599 membership 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.  Additionally, your membership was canceled on 16-Sep-25. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/20/2025

  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:09/16/2025

  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 September 13, 2025, I requested a vet care question be answered in an emergency situation I was experiencing regarding my dog ingesting a large amount of chocolate frosting. The chatbot advised me to fill out a secure form in which I would be charged a $5 fee for my question. My question was answered and I thought nothing else about it until Monday, September 15, 2025, when I reviewed my bank account transactions and found that I was charged $65. I reached out to customer support requesting a refund and was told that the membership price was clearly stated and that all they could do was cancel my account. They cancelled it but I was unsatisfied with this response so I immediately reached out via phone. This second representative told me two things: first, that their membership price is $30 and they did not understand why I was charged $60 to begin with and second, that they could not refund me any amount as the membership was already cancelled. They also advised I call back the same number and speak to a supervisor and tried to cut me off when I told them that the number provided connected me directly to them and had no options to select to redirect to which they told me to email support. I did so and was brushed off twice by an automated response saying that their membership price is clearly stated. I then requested a supervisor via email and attached a screenshot showing that the chatbot clearly states $5 to have a question answered, to which they responded with the same thing. This is the most unprofessional, deceptive practice I have ever seen. The screenshot attached is what I was able to obtain when I tried to contact customer support unknowingly through the chatbot, however it is the same information I was given when I asked my first question which appears to have been deleted from my chat thread, although the vet response is still there.

  

  Business Response

  Date: 09/20/2025

  Hello ****,
  
  Thank you for bringing this to our attention.
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the difficulties. I understand the importance of having everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our $65 monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, I have refunded your $65 membership 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.  Additionally, your membership was canceled on 15-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/20/2025

  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:09/15/2025

  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 was charged $65 for a membership that I did not sign up for. I paid $5 to ask a question for an attorney. I did not sign up for a membership. They refuse to refund my monies charged to my debt card.

  

  Business Response

  Date: 09/20/2025

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, your $65 payment is showing as "reversed" on our end. This means 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. Additionally, your membership was canceled on 15-Sep-25 from your end. Moving forward, you will not see any recurring membership charges.
  
  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/20/2025

  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:09/15/2025

  Type:Customer Service 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 purchased a ** refrigerator last week. The doors won't close. I called the ** site online and asked to discuss by text. A bot said someone would call me. The person that called said they worked for Just Answer, not GE. They have my personal information.

  

  Business Response

  Date: 09/19/2025

  Hello,
  
  I hope you're doing well.
  
  It seems that you may have contacted us by mistake regarding your recent issue. If this is the case, I apologize for any confusion. Could you please confirm if you intended to JustAnswer, or if there's anything else we can assist you with?
  
  If you need further assistance or if there's been a misunderstanding, please feel free to let us know.
  
  Thank you for your time, and we look forward to assisting you if needed.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:09/15/2025

  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.

  While trying to contact ****** Perm. I was auto re-directed to JustAnswer. Not realizing it, I posted a question, got an answer, & went about my day. No info. what so ever about it being an automatic subscription. 6 months later, I noticed that I'd been billed $46/mo. ever since. I called & had to fight tooth & nail just to get 3 months refunded. I agreed to pay for the one time that I was tricked into asking a question, but they still owe me a refund for 2 months. Their buisness practices are deceptive & shady. Zero information given as to their policies or even how they re-rout you to their site when I was trying to reach ****** Perminente. Everything about this seems underhanded & illegal.

  

  Business Response

  Date: 09/19/2025

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership. 
  
  As a courtesy, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days and will appear on your next billing statement.
  
  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 Customer Care 
  ************************************************************* ************
  
  

• Initial Complaint

  Date:09/15/2025

  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 connected with an antiques expert through ********************* (affiliated with JustAnswer). I was told there would be a small, one-time fee to connect. However, the price shown at checkout was higher than expected. I assumed I had misheard the AI assistant and processed the charge as a one-time payment.Four months later, I discovered that I had been charged $30 every month without my knowledge. I never received receipts, billing reminders, or confirmation emails for these charges.When I contacted the company, there was no phone number or direct email supportonly an AI chatbot. I explained the issue and was told I needed to pay a one-time $5 refundable fee to connect with a live representative. Instead, I was charged $60, which I reluctantly accepted, believing it would be refunded once I reached a person. However, the representative was again another automated bot that simply claimed I had agreed to a membership contractsomething I never knowingly accepted.This practice of advertising a low, refundable connection fee but concealing an ongoing membership has been the subject of multiple class action lawsuits against JustAnswer. Customers are misled into recurring charges buried in fine print.I requested at least a refund of the $60 charge, as explicitly promised by the chatbot, but I have not received any response. At this point, I am seeking a full refund of all unauthorized charges (monthly $30 fees and the $60 connection fee).

  

  Business Response

  Date: 09/19/2025

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership. 
  
  As a courtesy, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days and will appear on your next billing statement.
  
  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 Customer Care 
  ************************************************************* ************
  
  

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23885783
  
  I partially accept this response but I would like written confirmation that the refund covers all unauthorized charges on my account. Specifically:
  $90 in recurring membership fees ($30 each in July, August, and September)
  $60 charge for the membership connection fee I was charged and was promised would be refunded.
  I also want a confirmation that BOTH Membership cancellation occurred so that no future billing will hit my account.
  Please confirm that the total refund being processed is $150 ($90 + $60) and that my 2 accounts have been permanently opted out of all memberships.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/23/2025

  Hello *******,
  
  Thank you for contacting us.
  
  We've sent you an email using our Customer Support platform. Please reply to the email with ticket ID ******** if you have further questions. 

  Regards,
  Aiah
  JustAnswer Customer Care
  *********************************************************** or **************

  Customer Answer

  Date: 09/23/2025

  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:09/15/2025

  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 used JustAnswer to ask a question about in may,2025 and believed that i simply paid a small fee to receive the answer. However, the website was actually charging me $46.00 per month. I discovered this and promptly cancelled the subscription on 9/10/25 and received e,ail confirmation that my subscription was cancelled. However, on 9/11/25. my credit card was again charged $46.00. When i requested a refund of $46.00, my request (via email ) was declined. Also on 9/15/25 i attempted to called their customer number : ************, but they made it impossible to get any sort of answer.

  

  Business Response

  Date: 09/19/2025

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership. 
  
  As a courtesy, we have processed a cancelation of your charges. The funds are made available to your bank in 3-5 business days and will appear on your next billing statement.
  
  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 Customer Care 
  ************************************************************* ************
  
  

  Customer Answer

  Date: 09/19/2025

  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:09/15/2025

  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.

  My husband did a general search on ******. He was looking for a replacement TORO battery for a lawn mower. Somehow ************************** was able to access his question as though they were the ************ and when he tried to ask about the part they asked for his credit card information. He thought he was dealing with TORO. Next thing he knew they had not only charged him $5, but then a recurring $65 charge! He notified them right away that this was all an error, but they are listed as a legitimate merchant and our credit card company refused our dispute. ************************** is a scam company and they manipulate people (my husband is 73 years old) and steal from us.

  

  Business Response

  Date: 09/19/2025

  Hello ****,
  
  Thank you for bringing this to our attention.
  
  I'm sorry, but I wasn't able to locate an account using the information. Do you happen to have another email address or phone number associated with the JustAnswer account that we could try? If not, we can also find the account using any of the following details:
   
  -Your order number
  -The first 6 and last 4 digits of the card being charged (no need to provide the full number) ************ email address if the charge is through ******
  
  Please get in touch using the contact details in my signature so we can continue supporting with your refund request.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

• Initial Complaint

  Date:09/15/2025

  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.

  On Sept 10, I was looking for answers to a health question and came across a website called JustAnswer. They wanted to charge me $5 to help me with my query. I put in my bank info and went ahead with my question/answer session.Two days later, while checking my on-line banking account I see the $5 charge and below it a $40 charge (for membership, apparently). I did not approve of this ************ I called them, and spoke to a "customer care" person explaining the situation. She said that she could and would not refund the $40 because she said that I didn't read the page carefully enough and notice that I was signing up for membership. Well, this info must have been hidden, because I would not have signed up for a membership for $40 a month for a business that I knew nothing about. And still she kept lecturing me about how I need to read the fine print.I believe this kind of marketing is unethical, deceptive and that this company should be put on a watchlist for taking advantage of people.Thank you!

  

  Business Response

  Date: 09/19/2025

  Hello ******,

  I completely understand your frustration regarding the unexpected membership charge. Transparency is incredibly important, and we strive to make our billing practices clear at every step. The membership detailsincluding the trial period, ongoing monthly fee, and cancellation optionare displayed on the payment authorization page, and are also outlined in the deposit receipt email sent at the time of your initial transaction.
  
  That said, I appreciate that this may not have been immediately apparent, and I want to ensure your concerns are addressed with care. As a gesture of goodwill, Ive processed a full refund of your $40 membership 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.
  
  Your input is valuable, and we take it seriously as we continue to improve both communication and customer experience. If you have further concerns or would like to revisit your inquiry, our team is happy to assist.

  Best regards,
  *** at JustAnswer Customer Care
  ********************************************************** or call **************