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:06/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lawyer I spoke to was very helpful and answered my question thoroughly. However, I thought I was paying $5 for the first month and then $46 every month after that. But customer service stated that you are charged the $46 as soon as you ask a question. So what is the $5 for? They also just basically reminded me that they dont offer refunds. So why do they advertise its only $5 at first. Such false advertisement.

  

  Business Response

  Date: 06/25/2023

  Hello *****,

  I'm happy to help with your concern.The $5 charge is a joining fee.

  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: 06/26/2023

  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:06/25/2023

  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 25, 2023 Was charged $30 and should have only been charged $5. I only had 1 question and didn't need anything else

  

  Business Response

  Date: 06/25/2023

  Hello *******,

  Let me see what I can do to make this right 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:06/25/2023

  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.

  My Honeywell thermostat was acting up so i went online and clicked on a link that said they could answer my questions about my Honeywell thermostat. It turned out to be the Just Answer website. It said there would be a $5 (totally refundable) charge. It asked me for my credit card number and to agree to the terms of service, which I scanned but did not see anything about any additional charges. Once processed I was told there would be a $30 automatically renewed charge. I canceled immediately.I never got to ask any questions other than how to get my $35 back.I want my $35 back.

  

  Business Response

  Date: 06/25/2023

  Hello ***

  I hope your thermostat is working by now!

  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
  *******************
  

  Customer Answer

  Date: 06/26/2023

  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:06/25/2023

  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.

  The company told me they would charge me $5 to get an answer to a question. I submitted the intake form and provided the credit card information. They then charged me $5 for the answer and $35 for a membership fee that I DID NOT want. I quickly chatted customer service and told them that I do not want the membership. I also did not get any response about the original question I asked. The customer service individual told me that it clearly stated the $35 membership fee in small print on a page that wasn't visible to me until after I submitted the credit card. Once I did talk with the Doctor about my question, they were completely unhelpful. I told that "doctor" what I was going to do and they said "that is a good idea in case it is an infection". This company is a complete scam. They should clearly tell you in the initial chat about both charges. It literally says in the initial chat that the $5 is reimbursable as well but when asked to be reimbursed they wouldn't help. I just want my money back since this company and doctor were not able to answer the question or help in anyway.

  

  Business Response

  Date: 06/25/2023

  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:06/25/2023

  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.

  Hi, I am a senior and I was experiencing some computer problem. On June 1, 2023, I approached Just Answer on line to try to get some help. I was told that I would be charged only ******** $2, then I would be joined by one of their experts who would help me. I chatted to the expert about my issues, and answered his questions. He then told me that the problem needed to be resolved on a computer instead of on my cell phone. Since I only had an old computer that didnt work any more, I told the expert that I didnt want to proceed any further on that day, but would try to figure out some other ways to resolve my problem. I didnt incur any charges with the expert. I just received my credit card statement, and was shocked to find that Just Answer had charged me $2 plus $66. I googled Just Answer (too late) and saw numerous complaints against them. I also found out from those complaints that the $66 would be for membership fees for 2 months. I dont recall having agreed to any free trial or signing up for membership on June 1. I realize now that they will continue to bill me, if I dont do anything urgently now.I am retired on fixed income; I cant afford to spend $33 monthly for no reason.I will really appreciate any help from BBB.Many thanks, ******************June 25, 2023

  

  Business Response

  Date: 06/25/2023

  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
  *******************
  

  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.
  
  The business has advised me that they have cancelled my membership, and have also processed a refund for C$66, being membership fee for 2 months previously charged.

  I would like to thank Better Business Bureau for their prompt action in dealing with this matter which is much appreciated.

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

  Customer Answer

  Date: 07/10/2023

  Hi,

   

  On June 26, I had received a text message from Just Answer.  In which I was advised that the agreed refund of C$66 had been processed, that the funds would go back to my credit card in 3-5 business.  To date it has been 10 business but I still have not received the refund.

   

  Would you please follow up with Just Answer on my behalf if confirm if they had actually processed the refund?  If there is anything else that I need to do, please let me know.  It would be much appreciated.

   

  Many thanks,

  *****************

  

  Business Response

  Date: 07/10/2023

  Hello ****,

  Our records show that you should have seen the refund around June 25th. This on your **** card ending in ****.

  If you're still not seeing it, please reach out to your bank and have them search for the refund using the authorization code: 09645F

  Best,

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

  Customer Answer

  Date: 07/11/2023

  To whom it may concern,

   

  Further to my email from July 8, my bank has confirmed that Just Answer had refunded C$66 to my account.  ********************** had previously charged me 2 months membership fee without my approval.

   

  I am satisfied that the matter has been resolved with BBBs help.

   

  Many thanks,

  *****************

• Initial Complaint

  Date:06/24/2023

  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 Just Answer to use the phone app appraiser service for a household sale. I paid the $30 for the month plus $5 sign up fee for unlimited questions on the app. This service allows you to send a picture to an appraiser and they let you know its value. Each time you connect with an appraiser its called a question. When I submitted my first question, the expert explained that I need to open a new question for each item. Meaning I cant submit more that one item attached to that particular question. Another expert told me the same thing. I submitted a new question for each item I was looking at which was in line with the unlimited service I was paying for. This was great until I tried to submit a question and it stated I needed to pay $22 for each question I ask. I tried to contact customer service through online chat and through phone and they said that it shows I cancelled my account which I did not. This answer continued many, many times even though I continuously told them I did not cancel. Eventually, They got back to me stating that due to the number of questions I submitted they stopped my account. Since the plan I purchased was unlimited this reason makes no sense. I have asked for my services to be reinstated or a refund and I am not getting either. Each time I try to get a straight answer they tell me one of two answers which is that I cancelled my account (which I did not) and I asked too many questions (which is impossible). They eventually said they wont turn on my phone account for three weeks. At that time I will have no use for this service. I believe this company may be a fraud since they keep repeating the same emails stating that I canceled my account when didnt and dont respond to my actual questions. When looking at the contract, it says if I cancel (which I did not) I would continue with service until my paid month is up. It said if they cancel, I will get a refund. They are not honoring either of those options.

  

  Business Response

  Date: 06/25/2023

  Hello *******,

  Thank you for letting us know.  I apologize for this.

  If you like to continue using the service, we can make that happen. I will have one of my teammates reach out to you through the site so we can resolve this to your satisfaction.

  Best,

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

• Initial Complaint

  Date:06/24/2023

  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 was charged for a service that I didnt know existed nor did I , myself subscribe to. It claims I subscribed to ask a question about a cat, which I do not have! Every time I contacted the company about this they basically ended our conversation at the moment I asked for a refund. They showed me this conversation between two people in which one they claimed to be me, which it was not! As soon as I tried to bring this up they ended the conversation every time. All I want is my refund ! I canceled the service as soon as I found it . So I wont be charged in future but I need my money back for the service I never used .

  

  Business Response

  Date: 06/25/2023

  Hello *******,

  I'm happy to help with your concern.
  

  I have refunded the membership fees. 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:06/24/2023

  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.

  I ****** searched how to reset a password on a **** computer. A sponsored link to JustAnswer.com came up promising I could speak to an "expert" for $1 and that I would be fully refunded if my question was not resolved through a conversation. I agreed, paid $1, checked my bank and the $1 transaction went through to pending. I spent about an hour discussing the problem with the "expert" via online chat. He was unfortunately, unable to solve my issue, so I asked (as promised) to be refunded. He responded that it was not his job to handle payments and directed me to a customer service link. The link did not work (I tried on various devices). I went to the site and clicked through to customer service. That link also did not work. I was then sent a text saying that my membership was cancelled. I never signed up for a membership, so confused, I went into my bank to see if this meant my $1 was being refunded. It was not. I was instead charged the $1 and an additional $49. I would like this money returned to my account.

  

  Business Response

  Date: 06/25/2023

  Hello ******,

  I want to rectify this concern for you.
  

  The fees have been refunded. I have also turned off your membership. Please reach out if you need additional assistance.

  Best,

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

  Customer Answer

  Date: 06/25/2023

  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:06/24/2023

  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.

  When I had a rental agreement question, I used Just Answers to get an answer for $5 about it. They advertise this exactly as above. I did not know that getting an answer meant I would be signed up for a subscription service and I did NOT receive any information stating that I was signed up NOR did I receive any emails stating I would be charged $46 a month for it! OBVIOUSLY I wanted ONE answer to ONE question which is the sole purpose of using their website! I disputed the charges with my credit card company but they have to investigate it for up to six weeks. I feel this is a total misrepresentation of what I was told would occur! They should refund my account the $92 theyve charged me!

  

  Business Response

  Date: 06/24/2023

  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: 06/25/2023

   
  Complaint: 20231578
  
  I am rejecting this response because: I already received an email saying that the company would refund the $92 of charges and cancel my membership. The case will be closed when I receive reimbursement.

  Whatever originally popped up in my ****** search for an answer led me to believe that I was paying for a response, not a subscription. As this was over a month ago I cannot find a screen shot to show you. When I used the app, it stated the case was closed and I understood that to mean we were finished. The average person doesnt pay to have a lawyer on retainer! That was supposed to be the benefit of this website: one legal question and one expert answer. Otherwise I would just go to a local lawyer who is more knowledgeable about local laws!

  I hope no one else falls for this because they are in a difficult situation and are misled by the advertisement, but I am betting there have been a number of others. Just Answers needs to make the subscription explanation a lot more prominent in their ads as well as how to cancel if there is only a short window to do so!

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

  

  Business Response

  Date: 06/26/2023

  Hello *******,

  I located your JustAnswer account and found that two $46 membership payments were refunded on June 24, 2023.  The funds are made available to the bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.

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

  Best regards,*** at JustAnswer *************

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

  Customer Answer

  Date: 06/26/2023

  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:06/24/2023

  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 do not check my CC statement regularly as I am on autopayments. Today I discovered a charge for $29.00 from just answer dog. When I went back I discovered re-occurring monthly charges from the company since August of 2022. I called the company at which time I was informed that they answered a dog health question for me in August 2022. At that time in apparently signed up for a membership. I explained that I was not aware it was a reoccurring membership thought it was a one time fee. No refund. Just canceled my membership which only has 2 months left. So I spent $300 for one question about a new puppy. Its a scam I dont mind paying for the first month but they really need to be more clear.

  

  Business Response

  Date: 06/24/2023

  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
  ************************************************************* ********************