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:06/20/2023

  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.

  Went online to website justanswer 5/17 23.was asked what the question was about .then sent to page that stated a $5.00 charge for 1st question and and answer.iI got a answer that I should write a letter to company.next day i checked my bank online and it showed a $46.00 charge.I immediately called they said they would refund money. then on the 5/19/23 they charged me 46.dollars.i emailed them twice no response. I called today and they were rude and said I had paid for a month subscription .Im a 73 year old senior on fixed income .i would pay 46 dollars for answer 'Just write them a letter .I was deceived by Justanswer company and would like my refund of $41.00 thats minus $5.00 i agreed to pay.Thank you much

  

  Business Response

  Date: 06/21/2023

  Hello ****,
  
  Thank you for reaching out to us. I'm happy to help with your concern. 
  
  I've refunded your $46 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 us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:06/20/2023

  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.

  Just like all your complaints concerning Just Answer they totally misleaded me. I only agreed to lay the $5 for the one question. And I have realized now I been paying $55 monthly since. It doesnt show up on my iPhone in My Subscriptions. They didnt even help w my question. This is totally a bait and switch deal. Very sneaky and unfair I used them a week after August 28th 2023. I didnt even realize I have been paying that monthly since. 55 a month? Thats insane. I dont have that kind of money. I dont only go thru my entire bank statements. I recently moved. Lost my dad. Going through a very bad divorce. I would very much appreciate your help like u have helped others on this matter Thank you

  

  Business Response

  Date: 06/20/2023

  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. 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:06/20/2023

  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 was charged ***** for a service that advertised to cost $5.00. I have seen many similar complaints about false advertising by JustAnswer.com. They advertise that there services are only $5.00 for a quick question.So I paid the $5.00 and asked my question. My answer was no. And came with a referral recommendation which I did not ask for. The no answer was fine with me. I was so upset when I saw my checking account was drafted $65.00 for a member ship. I could not believe it. I was so upset I stopped payment after not being reimbursed the membership fee. It is now a month later and they have the nerve to not honor my stop payment and recharge my account under reference #***************. I am beyond upset. My question was a medical inquiry question only, a yes or no question. It appears this issue is ongoing and that this company gets away with false advertising fees. It is so beyond frustration and upsetting to be taking advantage of. I want the $***** they charged me to be credited back to my account.

  

  Business Response

  Date: 06/20/2023

  Hello ********,
  
  Thank you for contacting JustAnswer.
  
  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 appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. The refund has been processed from your end on 5/18/2023. 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:06/20/2023

  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.

  October 23 2022 I contacted JUSTANSWER.COM for what was advertised as a $5 HVAC related answer. As it turned out i was not given a satisfactory answer. However it was worth $5. Now in June of 2023 I find out that they have been charging me $37 every month. I called and they promised to stop charging in the future but they refuse to refund me any of the past 8 months of charges.

  

  Business Response

  Date: 06/20/2023

  Hello ********,

  I apologize that you had this experience with JustAnswer. I have refunded the membership charges 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:06/20/2023

  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 directed to Just answer for a solution to a problem with my ********* OneNote program. Quickly I was told there was no answer. I spoke with their customer service person today and they cancelled the membership I was not aware I was signing up for. He refused to refund the $46 I was charged. I did keep screenshots of the interaction.

  

  Business Response

  Date: 06/20/2023

  Hello *******,

  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:06/20/2023

  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 8th, 2023, I was searching for tips on how to take care of my child s hamster. I cam across the a link to the JustAnswer site that you can ask a vet questions with the chat box right there to start asking questions. I wrote a question and after it said for $5 a vet could answer my question. I thought that was okay, so I agreed and it wasn't until after I got a charge on my credit card that I found out that there is a $35 /mo,. charge. their site didn't say anywhere to me that there was a $35 charge, all there was was a chat box and it saying it would be $5 . I reached out to the company and they refuse to refund me the $35. I should add that the answer the "vet" provided was not helpful in any way. This site is a scam in many ways. Also, I should mention that they responded to me talking about pounds and not dollars, which tells me this is a foreign that I don't think can be trusted. I was eventually able to cancel the membership that I didn't know I signed up for via a laptop because their website doesn't work on cellphones, only the chat box does, but I want my $35 back. I had not idea I was signing up for a monthly membership, otherwise I would not have proceeded with asking the "vet" a question.

  

  Business Response

  Date: 06/20/2023

  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:06/20/2023

  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.

  June 20,2023 Ask for a fee of $5 to join to ask a question next thing I noticed I am charged and additional $60 for a membership that I did not ask for. When I contacted the business they stated that they did not issue me a refund when I immediately cancelled when I notice what happened. I explain that they baited and switch and are preying on consumers. He proceeded to tell me I agree to some terms which I was never told of a month membership. I just needed to ask one question and was told it was $5.

  

  Business Response

  Date: 06/20/2023

  Hello *******,

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

• Initial Complaint

  Date:06/20/2023

  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 asked a legal question a few months ago when I got on the site I thought it was six dollars I asked the question I looked on my bank statement and it was I've been billed twice for $60 each. When I asked for a refund they said no it was in the fine print. They charge $60 a month. I would not recommend this company as their billing practices are less than upfront

  

  Business Response

  Date: 06/20/2023

  Hi *****,

  We don't intend for you to feel this way when using JustAnswer. The membership fees have 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:06/20/2023

  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.

  This company advertises their ask a question fee deceitfully. It told me I would be paying a one time **** fee to ask a question. I was charged a second time for ***** that I did not consent to. For them to say one time fee but not advise that they are storing your card information and to then charge you a second time without you having to re-enter information at all is a scam. They also did not advise that I would be charged the *****. I would like my money back because I did not consent to the second charge

  

  Business Response

  Date: 06/20/2023

  Hello ********,

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

  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:06/19/2023

  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.

  On June 19, 2023 Just Answer or their agent debited my personal checking account in the amount of USD55.00. Their site is confusing as it appeared to me that they only charged 2USD to provide their service. But they also charge USD53.00 in addition to the 2USD and this is not clearly and with certainty stated on their site. I was led to believe that they requested my banking information such as Master Card (debit card) numbers solely to debit my account 2USD but certainly not the USD55.00 they actually debited my account.I did not want to join Just Answer as an ongoing client and their site does not clearly state that USD55.00 will be debited from my account. Moreover they create an account by providing through email (when you interact on the website with an automatically generated password. The site appears to be designed to mislead a visitor and their site is confusing. You are not being ask to join, to create an account and pay a monthly fee. You are asked do you want an answer from a qualified technician for 2$. The account is automatically created once you have shared your banking info. Transparency is not a value to this organization. I am a retired worker 65 years old and tried to save money in a DIY effort. I ended out it will cost me more. Called my bank and we will proceed through a tedious claim process to for reimbursement I have cancelled within hours the unrequested subscription I never ask for. I will am extremely hopeful the BBB can resolve this problem for me and have Just Answer refund the USD53 (55USD minus 2USD I agreed to pay). they have deceitfully stolen from me.

  

  Business Response

  Date: 06/20/2023

  Hello ******,
  
  Thank you for reaching out to us. This is certainly not our intention and I'd like to make this right for you. 
  
  I'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 the account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 06/20/2023

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