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:06/28/2023

  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.

  The company has charged be ***** a month for a service I never ordered nor used. It is impossible to contact it on line to complain since the only way to speak to a representative is to login and I do not now nor have I ever had a log in name or or code. A colloidal scam in my opinion.

  

  Business Response

  Date: 06/28/2023

  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 Dog Veterinary 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: 06/28/2023

   
  Complaint: 20248185
  
  I am rejecting this response because:
  
  they took 125 dollars from my account , provided zero service and claim to have sent me an email telling me they planned to do this,  none of which is true.    They clearly prey on senior citizens and hope that they will not be challenged.     Sad state of affairs.   Thanks for trying to assist.   Please let me know who has enforcement powers so I can contact that agency   

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

  

  Business Response

  Date: 07/04/2023

  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 Dog Veterinary 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: 07/05/2023

   
  Complaint: 20248185
  
  I am rejecting this response because:
  They simple made it up.  It is exactly the same response they sent initially.  I have reported it as consumer fraud to my bank and will bring it to the local police today.    There is a reason for a D plus rating.    I am a lawyer.    I can read plain English.  They simply made this up.    
  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.

  I was looking for an answer to a tax question. When I got to their site, their online chat tool said this:"OK. Got it. I'm sending you to a secure page to join JustAnswer for only CA$2 (fully-refundable). While you're filling out that form, I'll tell the Accountant about your situation and then connect you two. Continue >>"So, I was led to believe that this was only $2 for a question. They bury their membership notice in their terms and conditions and never mention a cost. I have asked for a refund and been told to get lost. This company is not reputable. Plus, the answer they gave me was wrong.

  

  Business Response

  Date: 06/28/2023

  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 Tax 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
  ************************************************************* ********************
  
  

• 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.

  I sought a repairs advice that supposedly costs $2. I did not get anything helpful. On top of that, I have been receiving a charge of $41 three times, on my credit card ending with ####****.I need a full refund for all amounts charged & removal of my credit card details from Just Answer system. The subject charges Ref are:1- 3/31/2023 Just Answer TECH HELP ************ CA Ref# ********S5Z30S7RJ $41.00 1- 5/1/2023 Just Answer TECH HELP ************ CA Ref# ********T5Y6JBX9D $41.00 1- 5/31/2023 Just Answer TECH HELP ************ CA Ref# (TRANS# NOT PROVIDED) $41.00

  

  Business Response

  Date: 06/28/2023

  Hello Sayed,
  
  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 Printers 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
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:06/28/2023

  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.

  On December 28, 2022, my wife and I utilized a one-time service for a legal professional response through JustAnswer.com. When paying for the service it was presented as being one time payment of $51.00 USD, so we made the payment via PayPal and asked our one (1) question. The legal response we received was frustratingly poor, so much so that we questioned whether or not the response was formulated by an actual licensed attorney in current practice. We moved on feeling as though we wasted $51.00, but not the end of the world. Fast forward to today 6/28/23, when I receive notice that my PayPal has been charged $46.00 by JustAnswer.com, a quick review of my PayPal account shows that my PayPal has been charged recurrently in the amount of $46.00 per month since utilizing the (1) one time service, on December 28, 2022. In total we have incurred $276.00 of unauthorized charges over the last 6 months. A easily searchable review of similar complaints demonstrates that this is commonplace practice for this company which indicates that they are aware this is an issue but since they benefit from it, they have no desire to change. We spoke to a representative today, who would not allow us to finish explaining what happened as she talked over us and was generally rather unpleasant to speak with. She offered a 3 month refund stating that is all she is able to provide. We accepted the 3 month refund that will take 3-5 days to process but would very much like a full refund for the full 6 months of unauthorized charges. JustAnswer.com presents their services as a pay-by-question service, but utilizes very shady practices to generate recurrent payments from customers on a routine basis.

  

  Business Response

  Date: 06/28/2023

  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 the rest of your membership payments to be refunded. 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: 06/28/2023

  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:06/28/2023

  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.

  Just Answer offered me an answer to a legal question for 5 dollars. This was reasonable. I put i my credit card number to pay $5 for an answer. I was actually charged a monthly subscription for $39.99 in addition to the $5. I would never have agreed to this. They did not tell me this would happen until they charged me the $39.99. This is a scam. they scammed me. They committed fraud plain and simple. Imagine agreeing to buy a dress for a price then having your account information hijacked into purchases you never wanted or approved. Same thing. They in fact would have been happy to continue scamming me month after month. Misleading and unethical business

  

  Business Response

  Date: 06/28/2023

  Hello *******,

  I want to rectify this concern 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
  *******************
  

  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: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 wanted information on how to wind a clock. I wasnt sure If there was a charge because it doesnt say that on the website. (Im in ******) The assitant ***** said it would cost 25Mx peso to get an answer. I thought it was a great price so I agreed. I never spoke to the Technician. I didnt know why. I never even sent the question to him. They made and attempt to charge me $******* mx pesos. Thats almost $90.00 american dollars. I went to the chat today to ask for a supervisor contact number or email and ***** kept insisting I speak to the technician about my problem. I never told her what my problem was. All I said was I had a complaint and wanted to speak to a supervisor or owner. ***** Then said she would transfer me to a secured page and for 25 Mx pesos (totally refundable) I could speak to the tech about my issue. Even if she had meant 25 dollars instead of pesos................25 dollars is ****** pesos......NOT ******* This is very sad because I will never go to your website again.Thank you for allowing me to have a voice.

  

  Business Response

  Date: 06/28/2023

  Hello ******,

  Thank you for reaching out.

  Our site, JustAnswer.com, is a membership site and you would have seen a page similar to this when you had to input your payment information: ************************************* At the top it shows the join fee and the membership fee that you would have been charged. I'm sorry that you didn't join up to ask your question. We have thousands of Experts available to answer questions in hundreds of different categories.

  Please reach out if we can assist you further.

  Best,

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

• Initial Complaint

  Date:06/28/2023

  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 opened a chat to see if I could get answer to a question. I specifically asked after I told her my question that the charge would be $5. After I gave my credit card information I get email indicating that I was charged an additional $45 to be charged monthly until cancelling. Then their expert could not answer my question and advised me to find a lawyer in my own state. I feel taken advantage of as I am an elderly person and this company does not practice good business

  

  Business Response

  Date: 06/28/2023

  Hello *****,

  I understand your concern and would like to resolve this to your satisfaction. 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:06/27/2023

  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.

  I was attempting to post a question on JustAnswer and the chat advised me there would be a $2 REFUNDABLE fee for posting a question.I (stupidly) put in my credit card information only to discover that you are immediately charged a $71 CDN fee for full membership without any option of cancellation. I cancelled my membership within minutes of this discovery. The company advised they could not process a refund - which basically looks like a zero refund policy.In addition, the large ad on their website is extremely misleading and states Only CA $66/month. Cancel anytime. No commitmentsBased on other reviews, the company seems to prey on advertising a low price to post a question and then suckers you into a full membership with no option of a free trial, no option of JUST posting the question for the $2 as told and no option for a refund.

  

  Business Response

  Date: 06/28/2023

  Hello *******,

  Thank you for giving us the opportunity to assist with your concern today. 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:06/27/2023

  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.

  On Saturday May 13th I signed up online to ask for help about my husband's dental pain condition as he couldn't see his primary it being the weekend and couldn't wait till his next appointment on the May 25th for a root canal. I was asked to sign up with my Credit Card to pay the $5 charge on the website to consult with an available dentist via text about his pain and condition. (which with no resolution as with all the advise given by the dentist, were things we've already tried). Later, my husband, while looking over our bank account, noticed that on top of the $5 we were charged for the answer to my question, we were also charged a $46 charge on 5-17-23. And then earlier in this month, on June 20th we were charged yet another $46 again. I never authorized the 2 $46 charges or to be signed up for any subscription. Id like ********************** to refund those 2 charges back to me and to not charge any additional charges to my account.Thank you for your time help, and concern. ************************************

  

  Business Response

  Date: 06/28/2023

  Hello ********,

  I'm happy to help with your concern. I'm sorry but I haven't been able to find your account. I will have one of my teammates reach out to you from the site so we can find your account and make this right for you.
  

  Best,

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

• Initial Complaint

  Date:06/27/2023

  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.

  June 18 I was told I would be charged $5 to ask a lawyer a question, I cancelled within 15 min of signing up, it wasn't what I needed or wanted and that was all I thought would happen. I was not told that I would be charged an additional fee whatsoever at ANY point in the transaction. If I was told that I would be charged, I would NEVER have gone through with it, because I was doubting if I should even pay the $5. On June 21st I was charged $60 for a membership fee. This was without ANY knowledge or consent. I was never notified of the cost of the membership other than the $5. In fact I was told I had a free trial! So I cancelled the membership with in 15 min of starting it since I realized it wasn't for me. I want a refund for this money. It was taken without my consent or knowledge. I did not agree to be charged $60.

  

  Business Response

  Date: 06/28/2023

  Hello ****,

  I'm happy to help with your concern. 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
  *******************