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:06/27/2023

  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 reached out to JustAnswer with a question and the representative told me that it would only cost me $1 dollar for the initial conversation and if I cancelled (which I did) that I wouldn't be charged any more but 3 days later I received a charge for another $55 dollars. I would like a refund for the extra fee since that was what was communicated to me.

  

  Business Response

  Date: 06/28/2023

  Hello ******,

  Let me see what I can do to make this right 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:06/27/2023

  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.

  Now I went on just answer to ask a question about my vehicle and it said $5 fee and $39 a month subscription after 30 days so when I went to pay $5 it never told me I was going to get charged $39because I dealt with them years ago and it was $5 then so since I was a former member they was charging me that but before I put my info in it never said anything about me getting charged that so they basically scamming people who dont know about being a former member because if it would of said they u getting charged membership fee i would of never went thru so I want my $34 back

  

  Business Response

  Date: 06/27/2023

  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 AC system 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:06/27/2023

  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 filled out the online form to talk to a lawyer and was instructed to put in my cc for cover a $ **** fee. Instead of charging me $ **** initial fee, just to see if they could help me, What is happening is Since Feb 2023 to the present month of June 2023 I am getting charged $ 86 per month for services that I never said I wanted. Then when I contacted the site, I was directed to complete the same online form and pay $ 2 to talk to someone to fix this. I just want the billing to stop and my money back. Thank you.

  

  Business Response

  Date: 06/27/2023

  Hello *******,
  
  Thank you for contacting JustAnswer and I apologize for any inconvenience.
  
  The account registered to the email address, has not been active and has no recent question or payment on it. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist you with this concern.
  
  Once I receive the information requested above, I will look into your matter further.
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20244029
  
  I am rejecting this response because:  I do not have an account. Your service did not have a lawyer in ** ( where the case is filed) in the area of expertise that I needed. As such, I had no need to further communications with Just Answers or need of their services after my initial contact.  I most certainly did not agree to a monthly charge.

   

  Attached are copies of my cc statements for Feb 2023 to June 2023 - clearly showing a charge each month of $ 86 to Lawyer*Just Answr ************

  Please stop the auto billing and process a refund for services not requested and not used. Thank you.
  
  Sincerely,
  
  ***************************

  

  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 (Order ID ************* 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: 20244029
  
  I am rejecting this response because:   I accepted a one time fee to post a question - that is all I agreed to. I never agreed to a monthly subscription.  When I tried to get this issue resolved, I was directed by your chat person to your "subscription" page,  directing me to give my cc number again and pay $ **** to connect with a person to discuss this issue. Really... demanding that i pay just to ask why your are charging me from something I never wanted, authorized or used.

  Please confirm that you are crediting back all of the unauthorized payments from Feb to June 2023.  Do the right thing as a corporation, credit my cc and  we can both move on. Thank you.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2023

  Hello *******,
  
  Thank you for your reply.
  
  We apologize if there was any misunderstanding or confusion as to how our membership is acquired, but only the customer can enroll in one of our membership plans, it's never done automatically by the site. JustAnswer is also primarily a membership website. There are a few places the customer has to click in order to enroll in a membership plan.
  
  The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel.
  
  As mentioned in my previous response, we've refunded the remaining membership payments. They should show back in your account within 3-4 days, maybe sooner depending on your credit processor.
  
  Thank you so much and have a wonderful day.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ********************

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20244029
  
  I am rejecting this response because:  I did not enrol in your membership plan.  I simply asked a question, paid a small fee to ask that question and no more.  Before I could ask that question, I was required to enter my cc number. Let me be very clear, I only authorized the initial fee to ask the question.  Please provide me with a screen shot of the page where I accepted and authorized your membership and therefore authorized you to charge my cc anything more than the initial fee. 

  In addition, please provide evidence that I have used your service in the period Feb 2023 to June 2023 - there is none because I never used your service after the initial contact, when it was determined you had no lawyer in my province with the expertise to my case.   
  

  I do notice that others have complained to BBB about your deceptive billing practices.  Do the right thing, so people want to do business with your company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2023

  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 continue to see a monthly transaction from a company called Advicus.JustAnswer on my credit card. I should have realized earlier but since last September there is a $66 charge on my card and I have not idea who this company is. I googled them and found many others have filed a complaint here. I would like to get my $660back for monies spent from September through June and another $66 for July which i suspect i can't stop.

  

  Business Response

  Date: 06/27/2023

  Hello ********,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for the trouble this has caused you. There is no account associated with your email address. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist further. 
  
  Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.

  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• 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 , 6/24/2023 I was trying to connect with Best Buy Geek Squad using their website. I got connected with Just Answer which I, erroneously assumed, that Best Buy was outsourcing their computer technical assistance. After a series of questions, for which Just Answer charges a $1 fee, my question was elevated to a technical support person who informed me that there would be a charge of $38 to resolve my situation. After working with this person, the issue seemed to have been resolved. However, after a few hours I signed back in to my computer and the problem had not been resolved. My Bank had called my wife asking if we had authorized a charge of $39 to our credit card which we had done ($1 access plus $38 to have the technician work on our problem. Now Just Answer has charged us an addtional $55 which was never discussed, much less authorized. When trying resolve this issue I tried to contact Just Answer **************** and all I get is the same "pitch" of $1 access fee and elevating the issue to a technician; in other word "customer service" is a scam the same as their technical support. May they go out of business as soon as possible!

  

  Business Response

  Date: 06/27/2023

  Hello *******,

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

  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.

  The service prompted $1 trial to answer a question. I tried this, but felt like I didn't need it past the trial so I immediately cancelled. This service instead charged $30 for a full month subscription even though I was in the trial. Tried to get a refund for the membership I did not use by contacting their online chat service only for a rep to tell me it wasn't a mistake and then end the chat before I could dispute it. This is a shady business model and feels very much like a scam "trial".

  

  Business Response

  Date: 06/27/2023

  Hello ****,

  
  We apologize that you had this experience with JustAnswer.  I see that your $30 payment was refunded on 6/17/2023.  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: 06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I hope the company looks into changing their trial format to prevent future users from this experience, I find that this resolution satisfactory to me. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/27/2023

  Type:Order 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 26 2023 11:30 I need to ask a veterinarian a question regarding our cat possibly getting into weed killer. They ask a couple of questions then proceeded to send me a link to input credit card info for a $5 fee. I put in for the fee then was charged an additional $35 a month fee. I quickly canceled all other monthly fees. Credit card company was informed

  

  Business Response

  Date: 06/27/2023

  Hello ********,

  
  We apologize that you had this experience with JustAnswer. I have refunded the $35 membership payment for you.  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:06/26/2023

  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 contacted Just Answer to connect with a veterinarian concerning my dog. Was never connected to anyone and the site said they would charge me $5.00. Instead I got the $5.00 charge plus a $35.00 membership charge. I did not agree with this. Plus never got an answer from anyone about help with my dog. I'm looking for a full refund please.

  

  Business Response

  Date: 06/27/2023

  Hello *****,

  We're very sorry that your question did not receive a response from the Experts. We are committed to doing right by our customers, so we would like to resolve this by providing a refund. Both of your payments have been refunded.  They are 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:06/26/2023

  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 November 8th, 2022 I paid JustAnswer $5.00 on my Discover Card to answer ONE Single Question nothing more. At the end of ***** 2023, I noticed a $53.00 charge on my Discover Card and looked it up, it was from JustAnswer. After the November 8th 2022 date I discovered they had billed me $53.00 dollars from December 2022 thru March 2023 for a total of $212.00 which I'd unknowingly paid. I immediately brought this to Discover Card's attention and they filed a complaint that got no where. For the last 60 days all of May thru June 2023 was a back and forth attempt on my part to recover that money and JustAnswer agreed to return it. As of this date June 26, 2023, JustAnswer continues to lie about a refund having been sent back to my Discover Account ending in ****. The idea of setting traps is nothing new to this company. At no time during the November 8th, 2022 conversation was there ever mentioned an ongoing recurring fee of $53.00 per-month as part of this $5.00 answer to only one question. My last conversation with JustAnswer was with two representatives today June 26, 2023 and they both insist that the $212.00 was credited back to my old account ending in ****, the billing for ***** was canceled by JustAnswer and that's it. You can reach me at ************ or *************** I not going to let this ride, I'm 71 years old disabled and on a fixed income of $1,500.00 per month. This has to stop, I need that refund.

  

  Business Response

  Date: 06/27/2023

  Hello ******,

  
  Thank you for giving us the opportunity to assist with your concern today. I reviewed your account and found that the December, January, February, and March membership payments are being returned to you via the dispute you raised with your card issuer.  Chargebacks can take up to 30 days for your card issuer to process. 

  As a courtesy to you, I have refunded the November 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: 06/28/2023

   
  Complaint: 20240853
  
  I am rejecting this response because: You won't send me or Discover Card proof of the refund, where did you send it, to whom did you send it. how much did you send and to whom did you send the refund. You people have lied to me for the last ******************************************* proof.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/28/2023

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. The refund has been processed from your end. The funds are made available to your bank the following business day and will appear on your next billing statement. I have sent you an email of the full breakdown of the refund processed.
  
  If you have additional questions or concerns, please reply to my email and I will promptly assist you. 
  
  Regards,
   
  ***********;
  JustAnswer 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:06/26/2023

  Type:Order 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.

  Hi! I signed up for this because I thought it would only be the $5 fee like it was stated. When I signed up I did not know it would be for a membership. I asked my question and thought that was that but when I checked and was charge $60- to ask one question? I feel as if $60 is excessive I- again- thought it was only for $5 and if I wanted a membership I could sign up on my own terms not click on a link after being told it was $5 just to be charge $60.Thank you

  

  Business Response

  Date: 06/27/2023

  Hello ******,

  
  Customer satisfaction is very important to us, so I am happy to help make this right.  As soon as the partial refund link is available, I will refund $55 of your $60 payment, since you were expecting to pay only $5 for an answer.

  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: 06/27/2023

  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.
  

  Thank you so much for your assistance! I greatly do appreciate it- I hope you have a great rest of your day.

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