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:06/29/2023

  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 2/23/2020 a person hired just answer and the company posted my dad's and my name and address. The person's accusations are invalid. It is a public website and we are not their customer. It is unsafe to have our information posted on a public website. The company made sure to not show their customers name, but printed our names and address for anyone to see. Our names and address needs to be deleted from their website. I just found this site last month, otherwise I would have been reaching out sooner. Also, I've tried contacting the company, but there is no way to without paying them to talk with them online. This is the posting: **************************************************************************************

  

  Business Response

  Date: 06/29/2023

  Hello *****,

  Thank you for contacting JustAnswer. I am happy to help you with this. 
  
  I understand you wanted to have your information taken out of the site for privacy reasons. JustAnswer is a customer paid question and answer website and serves as a public forum. Due to this, questions, answers, and other posts on JustAnswer are available for others to see. The question that you've referenced was posted by a 3rd party.
  
  I have removed the information as you requested. While the question can still show up in a ****** Search, the link will only direct to the edited question with the requested information removed. The reason it still shows up as a link is that ****** stores a cached version of the page, so this will continue to show up on their search results until they recrawl our site and change their cache. This happens every few weeks. 
  
  Requests to remove cached items take even longer than waiting for the cache to expire. The best course of action is to simply wait until ****** re-crawls the site and let it correct itself then. 
  
  Please let me know if there is anything else at all that you need.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:06/29/2023

  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 online to ask a question about the value of an item. I was asked to complete the sign up with a credit card (to pay the $2 charge stated on their website). I had my question answered via text/email and then received a email showing I was charged $2 PLUS $86 for a recurring monthly membership fee of $88. Nowhere did I see, or was I asked to confirm, a billing amount of $88.

  

  Business Response

  Date: 06/29/2023

  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We're truly sorry for any inconvenience. It looks like you accepted an offer to try our monthly membership program, when you posted your Legal  question 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: *************************************
  
  We have processed your membership and charge cancellation. 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: 06/30/2023

  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.

  However, I see a large amount of complaints very similar (or exactly the same) as mine. Just Ask refuses to resolve this when approached directly, but promptly does so when going through BBB. Seems to me that something could change for the better but I won't comment on what that could be.

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

• Initial Complaint

  Date:06/29/2023

  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 online to ask a question about the the effects of a medication. I was asked to complete the sign up with a credit card (to pay the $5 charge stated on their website). I had my question answered via text and then received a email showing I was charged $5 PLUS $64 for a recurring monthly membership. Nowhere did I see, or was I asked to confirm, a billing amount of $64.I have been billed $5.00 1 time on 5/01/23 and $64.00 3 times 5/03/23, 6/07/23 and 6/29/23. I have attached a picture that shows there is a $1.00 charge for unlimited chats and it is fully refundable. There is no mention of a reacquiring charge. I have also copy and pasted the transaction history that you can confirm with your records.In the transaction sheet attached you will see that after a conversation I had to cancel the "membership" I was refunded 1 charge for $64.00. I am requesting that I get a full refund. This would be an additional $64.00 + $64.00 + $5.00

  

  Business Response

  Date: 06/29/2023

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We're truly sorry for any inconvenience. It looks like you accepted an offer to try our monthly membership program, when you posted your Medical question 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: *************************************
  
  We have processed your membership and charge cancellation. 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: 06/30/2023

   
  Complaint: 20254470
  
  I am rejecting this response because:

  During a recorded phone conversation on 6/29/23 @ 11:17 am EST the agent assured us that we would receive a refund for $128.00, we have only received $64.00.

  I requested a full refund according to the home page that states Unlimited chats, plus discounts on alternative medicine and other resources. Join for only $1.00. Cancel anytime. Theres no fine print to that statement. I was charged a total of $197.00.

  I would be satisfied with an additional refund of $64.00 as promised in the recorded phone call. 

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

  

  Business Response

  Date: 07/04/2023

  Hello *******,
  
  Thank you for writing back.
  
  We have processed your membership and charge cancellation. 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:06/29/2023

  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.

  I have a sick puppy and wanted to ask a vet about it. The site said there was a $5 fee so I joined. I talked with someone and they answered my question about my puppy. Then when I was checking my email, I had an email from PayPal saying I was charged $40 and that there was a $35 a month subscription. I would have never joined if this info has been clearly explained. I would not have agreed to these terms. I wonder if I was scammed??

  

  Business Response

  Date: 06/29/2023

  Hello *******,

  Let me see what I can do to make this right for you. I have refunded the membership fee. 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:06/29/2023

  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.

  June 29, 2023 Just Answers is the business name.Charged me $60.00 and did not provide me any service.Because their "come on " was $5.00. to answer a question Then they charged my credit card $60.00 My CC company notified me right away of the charge and I stop the connection ASAP.I was not provided with any service.I called and told them I stopped before receiving service.Their question box was in a continual loop so there was no connection with anyone, before the $60.00 charged was posted to my Credit card. I called and disputed this charge with them. But they refused to credit my account. They did say the account was cancelled and I would not be charge further. That isn't clear as to whether they are refunding my $60.00.

  

  Business Response

  Date: 06/29/2023

  Hello ********,

  I want to rectify this concern for you. The membership fee has been refunded. I have also turned off your membership. Please reach out if you need additional assistance.

  Best,

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

• Initial Complaint

  Date:06/29/2023

  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 signed up for a $5.00 fee to ask a question and have a free membership for 7 days. I was then charged $39.00 when I asked the first question. How does this work? This business is falsly advertising a service for a stated fee and then charging more without permission. This business should be shut down for scamming people out of money. If it is going to cost you a set fee for answers to your questions, then it should be disclosed up front. I would have not chosen to sign up had I known that is what this business did to people. The technician, or person answering the questions, was not helpful with my situation! Scammers!!! Buyers beware!!!

  

  Business Response

  Date: 06/29/2023

  Hello ****,

  I want to rectify this concern for you. 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:06/29/2023

  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.

  While searching the internet to answer a question about documentation required to travel internationally without both parents, my mother (74 years old) came across this site. This was such an innocent thing that she honestly doesn't even have any recollection of doing this. To all of our surprise, answering this question became a recurring $53 per month billing fee. The service has not been used since but we continued to be charged for 26 months before becoming aware of this fee. We share a credit card which contributed to missing this for so long but regardless, she was given no notification of a recurring charge when she asked this question, never agreed to a monthly membership, and has received zero communication from the company since. Surely after 25 months of non-use someone from Just Answer should have notified her or cancelled her subscription for non-use. After researching this company, it is beyond evident that this company is not transparent about their membership fees and have clearly taken advantage of an elderly woman. After contacting customer service, I was told they would refund me 1 month and cancel the membership but my request for a full refund was made after the 30 day grace ****** and therefore too late. This company is insanely dishonest, not transparent, and sneaky. Completely unacceptable!

  

  Business Response

  Date: 06/29/2023

  Hello *******,

  I apologize for this.

  We have refunded the membership fees and I have verified that the membership has been turned off. Please reach out through my contact information if you need further assistance.

  Best,

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

  Customer Answer

  Date: 06/29/2023

  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:06/28/2023

  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.

  At the end of May I was very ill. I went to Web MD web site to learn about a medication. I have no idea how it happened, but I was directed to Just Answer. I thought I was on Web MD so I asked a question. A message said it will cost $1 for an answer. I was confused because Web MD has never charged. I realized it was not where I wanted to be so I tried to leave the site but somehow got directed to the $46 membership page. I did not want a membership so I got out of the site. Next thing I knew there was a $46 charge on ***************** I must have hit the wrong way to exit the site or did something wrong. But I would not have given my **************** info. I recently got an email from Just Answer and told them I did not want a membership. They have canceled it

  

  Business Response

  Date: 06/29/2023

  Hello *********,

  I'm happy to help with your concern.
  

  I have refunded the membership fee. 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:06/28/2023

  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.

  This evening June 28, 2023 I was seeking help online to get some information about a problem with my Coachman motorhome. When I did a ****** search the Just Answer site claimed that Coachman mechanics were online now, but it said to pay $5 and I could get an answer "within minutes" So I entered my PayPal information and discovered I had been charged $44. And a woman named *********************** got on and asked some questions about my problem. I gave detailed answers.She explained an " expert" would get back to me shortly. .While I was waiting I asked if they really had an appropriate expert to help me. I got no answer. It has been an hour and a half

  

  Business Response

  Date: 06/29/2023

  Hello ****,

  I apologize that you had this experience with JustAnswer. The membership fee has been refunded. I have also turned off your membership. Please reach out if you need additional assistance.
  

  Best,

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

• Initial Complaint

  Date:06/28/2023

  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 to a ************* Doctor/Health **** Practicioner' in regards to symptoms and how to go about speaking to one of their agents on June 28th, 2023. I was told the charge to speak to someone virtually would be $2.00 but checked my statement to see a charge of $66.00 that was not disclosed, followed by the service that was not provided for over 30 minutes before I realized the charge settled in. There are no terms posted anywhere I have seen. I was not ever made aware there were any terms, let alone bill me $66/mo and an addition $2.00 join fee. They claim they emailed me but I never received an email. They will now not cooperate and are a total scam! They had absolutely no authorization from me ever to charge me $66/monthly fee and no service was provided other than a fake chat box with a fake queue.

  

  Business Response

  Date: 06/29/2023

  Hello *******,

  We don't intend for you to feel this way when using JustAnswer. 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
  *******************