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:06/22/2023

  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 canceled my paid account with Just Answer in March 2021 (it says it on my profile with them). The charges paused until December 2021 when they resumed for $50 a month from December 2021 through May 2023. I reached out to them, and tried to cancel the transactions and they were 'unable' to find my account. They confirmed they were charging me, but couldn't stop the charges. I provided my account information with them (they confirmed their was only one account with our company) and they still could not cancel the transactions. When they asked for me to confirm the debit card being used on the account (the first 6 digits and last 4 digits) I provided them. I was told that it wasn't that card. I was sent to my bank to confirm the card number for those transactions. My bank confirmed I was correct, that the card in my possession, the only card I've ever used for their services, was the correct card. By now, they've charged $950 in recurring charges against an account that has been closed since March 21st. When I log in to my account with **********************, there is zero payment information in my account as I removed it in March 2021. And yet they still charge me. I had ZERO way to cancel my subscription as they continued to charge me fraudulently. So far, I have been refunded $50 because I went to my bank and filed a dispute. I have since filed a dispute for the last year of transactions (I didn't realize I could until this week) and have requested via email that Just Answer return all of the funds they took fraudulently after March 2021. I also confirmed the card number with them. I am beyond frustrated and appalled that a company cannot figure out how they are charging me monthly and are thus unable to cancel the charges.

  

  Business Response

  Date: 06/22/2023

  Hello ********,
  
  Thank you for contacting JustAnswer.
  
  We're truly sorry for any inconvenience. It looks like you created a new account with a different email address and accepted another offer to try our monthly membership program, when you posted another Tax question (Order ID ************* on the site on 3/14/2021. The membership bills automatically to avoid disruptions in service. 
  
  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:06/22/2023

  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.

  Last February my card battery went dead; while searching the net for an answer to this problem, I came up on a "push add" from JustAnswer; for $2.00 they would answer my question; after 10 different ways to explain the problem, there was nothing close to a real answer; to my surprise, the $2.00 charge became a $49.00 charge; but this was not the end, it became a $49.00 per month subscription to a more or less insignificant chat room; going to the web site for cancelling the subscription did not help either as there were no easy way to unsubscribe; it couldn't be found on the site; it just churns you from page to page without providing an unsubscribe button; changing card did not help either, they followed my renewal to a new number

  

  Business Response

  Date: 06/22/2023

  Hello ******,

  I'm happy to help with your concern.
  

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

  Customer Answer

  Date: 06/23/2023

  Thank you very much; the refund was complete and so very quick, my head is still spinning;

   

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

• Initial Complaint

  Date:06/22/2023

  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.

  The justanswer website/app lied. They said that I would have to pay a $5 beginners fee and then be charged $35 monthly. I got charged a total of $40 immediately. They didnt advertise this in the beginning screen and basically stole $35 from my account. In addition, I asked a question regarding my dogs issue and the veterinarian was useless. She told me that she didnt know, that it was not possible, and to simply to go to the vet. Later, when I called the company to get a refund the lady on the line tried to gaslight me into thinking that the veterinarian give me an ounce of help. She didnt. The lady on the line simply repeated what the vet said and would get loud when I could try to say anything against it, basically shushing me. I dont think that its fair to get charged $35 simply to get told to go to the vet when I could have done a simply ****** search for that. Im a first year college student who isnt eligible for FAFSA and Im paying off my college out of pocket with that specific money they took out of my account which is literal scholarship money. I genuinely contacted them because I wanted to know what risks my dog could be at to make sure she would be okay but no instead they manipulated me and took my money.

  

  Business Response

  Date: 06/22/2023

  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:06/21/2023

  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.

  So today 6/21/2023 I was directed to the JustAnswer website, after speaking with the assistant. I was told it was five dollars to receive an answer from the expert I thought while 5 dollar would save me money, I put in my information hit next. I got my answer I then checked my bank account hours later for routine reasons and to make a couple bill payments, this is when I realized just answer had charged me five dollars for the answer plus another 46 dollars for a membership that they signed me up for without my permission. Mind you there was no terms and service to read or anywhere to add a password. I was told about the 5 dollar one time payment but never made aware of the 46 dollar membership fee. When I contacted just answer I only got one answer and that was that they put I many places about the membership fee and they could not refund me. The customer service rep was annoyed with me as I politely but sternly made my case and finally just said there is nothing the could do and said the conversation was over. I told them I would report this situation.

  

  Business Response

  Date: 06/22/2023

  Hello *****,
  
  Thank you for giving us the opportunity to assist with your concern today.
  
  We've cancelled your $46 payment. 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 *********************

• Initial Complaint

  Date:06/21/2023

  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.

  No answers to my questions

  

  Business Response

  Date: 06/22/2023

  Hello ****,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that your $26 payment has already been refunded from your end on 6/21/2023. The funds are made available to PayPal the next business day, however, PayPal may take 3-5 business days to release the funds back to your account depending on their policy. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:06/21/2023

  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.

  On June 20th I was looking to ask a question about someone's bird and the website falsely said it would just be $1 and if I chose to keep the service it would be 29 a month. Not only was I immediately charged $1 but also $29 and the business refuses to issue a refund.

  

  Business Response

  Date: 06/21/2023

  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 Bird Vet 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 already. 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: 06/22/2023

   
  Complaint: 20216092
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/22/2023

  Hello *****,

  Thank you for your reply.

  The membership fee has been refunded and your membership has been turned off. I'm not sure why you are rejecting our response. Would you please explain this further so we can assist you?

  Best,

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

• Initial Complaint

  Date:06/21/2023

  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.

  On 6-15-23 - I saw an ad posted for $5.00 to answer any veterinary question. I needed help so I clicked the ad. I did not see the "fine print" that said I would have additional charges ($35.00) for some sort of subscription. They did not answer my question but only told me to call around for an appointment.I received my credit card statement for charges on 6-15-23 - 1 charge for the $5.00 and 1 charge for $35.00. I immediately sent off an email to customer services requesting this be refunded and cancelled immediately. They said you didn't read the contract.

  

  Business Response

  Date: 06/21/2023

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

  I'd like to sort this out for you right away.
  

  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:06/21/2023

  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 charged $30 after the initial $5 charge that I was led to believe was all getting an answer cost. Never saw anywhere on the site that I was being signed up for a membership that I would be paying more than the advertised $5 fee.

  

  Business Response

  Date: 06/21/2023

  Hello *****,

  I apologize that you had this experience with JustAnswer. 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:06/21/2023

  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 a total of $83 to have a mechanic tell me to take my car to the dealer and have it scanned. I expected to pay $5.00 for the conversation. Shame on BBB, ************ has about 75 very similar complaints in only 16 days. There is a problem. Do you need their business that bad? It is obvious there is a problem that needs to be fixed. They are making you look bad, or maybe you are making yourselves look bad for your responses on their behalf.

  

  Business Response

  Date: 06/21/2023

  Hello ****,
  
  Thank you for letting us know and I definitely want to rectify this concern for you.
  
  I've refunded the other membership charges. The funds are made available to your 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. 
  
  Please let ** know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20214106
  
  I am rejecting this response because: It did not address the problem. ************************************* two weeks is the problem. The business model of justanswers is sling as much mud at the wall, and what sticks is profit. this is an immoral practice, and if 75 people took the time to file a complaint with a third party (the BBB), I am sure there are many, many times that amount that feel they were ripped off. I can't believe BBB would allow this.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/21/2023

  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 ***** 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 already. 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: 06/22/2023

   
  Complaint: 20214106
  
  I am rejecting this response because: You have an ongoing problem and you refuse to take ANY blame. 75 duplicate complaints in two weeks makes this obvious, at least act like you want to make it better, over more porfitable
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/20/2023

  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.

  Representative stated to sign up. Cost is ***** but can cancel, but be charged a dollar. Had one basic question and then cancelled same day. Didn't like the service. Was charged on my credit card *****. The rep lied. Contacted chat room. Didn't get anywhere and was dismissed. I would like a ***** refund.

  

  Business Response

  Date: 06/21/2023

  Hello *******,
  
  We hear you and will be happy to resolve this concern. 
  
  We've refunded your $28 membership payment. The funds are made available to your 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. 
  
  Please let ** know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 06/21/2023

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