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:06/24/2023

  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.

  When I was signing up rot the western channel there was a pop up that I thought was related to signing up for the western channel. I clicked on it and continued to sign up for the western channel which was $7.00 per month and when the bill arrived in my account I was also charged $46.00 for something called just answer. I called them last month and explained that it was a charge that I did not approve and I told them I wanted it stopped. They told me there would be no further charges. Today when I looked at my bank account, they charged me another $46.00. I called them and they said I had no account and my email address was not registered with them. I don't think I should be charged $46.00 per month for something I never wanted, have never used and will never use.

  

  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 Cowboy channel 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: 07/01/2023

  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:06/23/2023

  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 texted just answer about a legal question and was told it was only $2 in May then I noticed they charged me $66 for a recurring payment which I wasnt expecting this week. .

  

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

• Initial Complaint

  Date:06/23/2023

  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.

  Franseco wasnt helpful at all. He didnt pay attention to my texts and was incredibly slow to answer. The information he gave me was the same as the article he popped up in. No help and added to my frustration. I only paid $5, and I want it refunded. It felt like a scam to me. Three different phone numbers and stated that he wanted to reinstall my information. No thank you.

  

  Business Response

  Date: 06/24/2023

  Hello Theta,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payment has been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, let us know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ********************

• Initial Complaint

  Date:06/23/2023

  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.

  My wife uses a diabetes monitor called a Freestyle Libra. The monitor is a skin sensor that directly reads blood sugar levels. The sensors are good for a couple of weeks. ***** received a faulty sensor and was attempting to contact ****** about a replacement. I believe that she mistakenly fell for one of the look alike sites that come up in a search. This all happened on December 17th, 2022. I didnt notice a credit card charge until yesterday. Apparently Just Answershave been charging our card $55 a month since that first encounter in December. We got the replacement independently from ****** and the Just Answer company tells that us we somehow joined an information club and a refund is not possible, only a cancellation. No managerial staff would discuss anything further. I sincerely believe that their business methods are confusing at best and possibly deceptive. We are senior citizens and find ourselves on the hook something we never used of and obviously didnt want. We wish to have all of our money returned.

  

  Business Response

  Date: 06/24/2023

  Hello *****, 
  
  We're very sorry for any confusion.  JustAnswer is not the official customer service platform for Freestyle Libra. 
  
  You likely clicked on an advertisement for JustAnswer which brought you to our site.  You would have seen JustAnswer branding when you posted your question. JustAnswer is a third-party question and answer site that provides verified Experts for many different kinds of categories, such as Legal, ************************* Appliances, Automotive, etc.
  
  It looks like you accepted an offer to try our membership program when you posted your questions 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: *************************************
  
  As a courtesy, we have processed a cancelation of your charges. 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 ************* *********************************** ********************

• Initial Complaint

  Date:06/23/2023

  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.

  On 6/23/23, I was searching online for the value of an antique book I own. I answered questions on a page called, just answer, where they said, you could talk with an expert. I have a picture of the paragraph where it says for a five dollar fee. You can chat with an expert. So I asked a question about the book, and clicked through their questions. I set it up to pay the five dollars through Apple Pay. When I hit the button submitting what kind of pay they pop something up saying $35. I tried to cancel it, but it went through. Then I got an answer about the value of my Book. I called their customer service to complain and said I didnt sign up for a membership. I wanted to try the five dollar online. Ask a question product. Thats when they informed me that the five dollars was a joining fee for online members. The membership is $30. About that time I got an answer from my question. And she said because I got an answer from my question, I owe them the $30. I would not have voluntarily signed up to pay $35 to answer a question. I canceled my membership but they will not refund me to $30 that is scammy and ridiculous. I didnt see that they were charging me $35 until the payment was processing and hitting the cancel button did not work. I want my money back.

  

  Business Response

  Date: 06/23/2023

  **************,
  
  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 Antiques 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: 06/24/2023

   
  Complaint: 20229130
  
  I am rejecting this response because: I never saw a screen like this one. The one I saw had Apple Pay as an option. It did NOT show a total prior to me choosing Apple Pay as my payment option. When I selected it, the total came up as $35. I tried to cancel it and it wouldnt cancel. When I called their customer service, they said they worked not refund my money. 
  

  They sent me an email on 6/23 with (Re: [#*******] in the subject line. It said that they would refund my $35. The email said it would take 2 - 3 business days. It hasnt been done yet. If they do refund that, I will be satisfied with their response. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/26/2023

  **************,

  I was able to locate your JustAnswer account and found that your payment was refunded on June 23, 2023.  The 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 the 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 **********************

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/23/2023

  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 ****** searched the web about getting some antibiotics for my dog's UTI online. The justanswer.com was among the first search results indicating I could talk to a vet for $5. Upon entering in my bank information, I was directed to a veterinarian who was unable to assist me because they could not write a prescription. I just noticed on my bank statement that I was charged $35 two times for a total of $70. I contacted justanswer.com and they said that it was their membership charges. I did not see that I was signing up for a membership. I explained this to them, but they were unwilling to reimburse the $70 I was charged for the membership.

  

  Business Response

  Date: 06/23/2023

  ********************,

  Thank you for the feedback you have provided.  We're very sorry for any service misconception. 

   The Experts on JustAnswer are not able to prescribe medications because they have not seen you in person. It looks like you accepted an offer to try our monthly membership program, when you posted your Computer 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: 06/26/2023

  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:06/23/2023

  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 called Just Answer for online help on a one-time basis. They put me on a monthly service plan which I did not want. After my one transaction with them, I immediately contacted them to cancel the subscription. Three months later I received another bill for $55 for subscription.I called their ************************************ I had canceled my service and there would be no recurring charges. I asked to speak to a representative and she told me the recorded message was incorrect, and I was still subscribed. There are several deceptive business practices this company engages in. The first being putting customers on a subscription service when all they want is a one-tme transaction. Second is billing after the subscription has been canceled. I would like to have my $55 returned.

  

  Business Response

  Date: 06/23/2023

  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 Computer 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:06/23/2023

  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 twice for my membership by mistake on my bank card and the company wont give me a refund for the double billing.

  

  Business Response

  Date: 06/23/2023

  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: *************************************
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:06/23/2023

  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 was looking for the answer to a technical question on July 22 2023, yesterday. So I did a search on ****** and JustAnswer was returned as being able to connect me with a technician to answer the question. I clicked on their link from the ****** search which took me to chatbot that started the process of pulling me in. Basically stating I would be connected to a technician but first it would cost $2 to do so. The selling process made it look like the $2 was all that it would cost. Once I provided my credit card info I was connected to a technician who provided a reply (btw, I had already tried what he replied) but I also saw an email that charged me $40 for membership and the $2. And the $40 membership is recurring monthly. I never replied to the technician and asked for my $40 back giving their shady selling practice. Logically, the only way this company will make money is by scamming people out of their $40 membership and possibly recurring expense if they dont act. I cant see any people wanting to pay $40 a month for asking a question from time to time. Im certain if you look into their sales theyll be mostly due to this shady selling practice and because people actually want a membership at $40. I never engaged with the technician once I found out about the $40 membership charge, instead i wrote to them to ask for my $40 back. Please stop this practise as Im sure many others are falling for the same scam. Thx Claudio

  

  Business Response

  Date: 06/23/2023

  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 Small Engine 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: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proper outcome was provided after being scammed.

  JustAnswer.com's online selling practices are deceiving people into paying $40 for a membership they don't want or know they're buying. It's followed by making it extremely difficult to get a refund based on intention, even if the customer realizes the mistake within hours. This practice is unethical and must be stopped. It's likely that many people give up and accept the loss, which is unacceptable. Charging a $40 membership and monthly fee without the customer's knowledge or consent is a scam, and it's the only way they can make money. This type of practice is becoming too common on the internet, and it's important to take action to protect consumers from these fraudulent activities.

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

• Initial Complaint

  Date:06/23/2023

  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 had a question about my pregnant wife and they told me they would charge $5. Then proceeded to ***** that plus $46. Nowhere did they disclose they would charge that extra amount.

  

  Business Response

  Date: 06/23/2023

  Hello ******,
  
  Thank you for reaching out to us. We're sorry for your experience. 
  
  In checking your account, I see that **************** already cancelled your $46 payment on 6/23/2023. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************