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:06/15/2023

  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 app justanswer.com stole 40 dollars from me and then they blocked me. Said my refund was on the way and I didn't get my money back

  

  Business Response

  Date: 06/15/2023

  Hello *****,

  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.

  Best,

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

• Initial Complaint

  Date:06/15/2023

  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.

  Unauthorized monthly debits of $40CAD from my account totaling ******* for three months from April 2023 through to June 2023. No services rendered. Called and requested refund but was denied. Transactions were flagged as suspicious by my bank and this business has now been blocked.

  

  Business Response

  Date: 06/15/2023

  **************,
  
  I definitely want to rectify this concern for you.
  
  I've cancelled your most recent 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.
  
  I've also refunded the remaining membership payments.  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 *********************

• Initial Complaint

  Date:06/15/2023

  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 went on to JustAnswer to ask about an annulment. The rep gave me a link to be connected to someone for answers and to do so, I would only pay a refundable $5 fee to ask a question. So I hit continue and put in my credit card and expected to just pay $5. But to my surprise I was automatically charged and automatically signed up for a $46 membership on top of that. I then received a text message from a *** about the annulment where his answer was short and generic. I reached out to their customer service department via chat and I spoke to a ***** who was very rude after I have advised her that I have never signed up for their membership and was not aware of this. Im hoping to have my $46 credited back to my credit card. This is bad business practice for a click bait of $5 but in reality youre actually being sent a link to automatically be enrolled for their membership without your knowledge.

  

  Business Response

  Date: 06/15/2023

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

• Initial Complaint

  Date:06/14/2023

  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 tried to recieve automotive advice from one of their agents. The website kept disconnecting me from the conversations I was trying to have within 5 minutes, 3 different times. They all asked if I wanted a phone call to better understand me for charges of $26,$26,$34 each respectively. Each call never came through to me, the mechanics asked me to call them. I did with no success.I was charged for all 3 phone calls and none of them ever happened.In the end I didn't get my information, my phone calls, nothing, but was charged a total of $86 which I fully intend to try and recover!

  

  Business Response

  Date: 06/15/2023

  Hello *******,
  
  We hear you and will be happy to resolve this concern. 
  
  We've cancelled your payments. Your payments 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 the account because it was never finalized.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:06/14/2023

  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.

  Upon paying for JustAnswer, it said I would be charged $5 then I got charged $46!

  

  Business Response

  Date: 06/15/2023

  Hello ******,
  
  Thank you for contacting JustAnswer. We are sorry for any membership billing confusion.
  
  New visitors to our site are offered a monthly membership which provides them access to Experts from a wide variety of categories. Customers are charged a monthly membership fee at the time they post their question. The cost of the monthly membership, which in your case is $$46, was displayed on the same page you entered your billing information, just before you posted your question. There is no obligation to continue your membership, and you can cancel at any time.
  
  We see that your membership has already been cancelled on 6/14/2023. Rest assured that no recurring charges will be made on the account. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:06/14/2023

  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 am writing to file a formal complaint regarding my recent experience with the billing practices of JustAnswer. Today I contacted your customer service representative seeking veterinary service through JustAnswer. I was attracted to the offer of receiving veterinary service for just $1, as advertised. However, I am extremely disappointed to report that I was subsequently charged a membership fee of $25, which was never mentioned or disclosed during the initial transaction. This practice is both unethical and fraudulent.I believe it is essential for companies to provide customers with all relevant information prior to making a purchase decision. Failing to disclose the membership fee before or during the transaction is misleading and deceptive. It is my understanding that ethical business practices require transparency and honesty, ensuring that customers are fully informed about any charges or fees associated with the services they are purchasing.I demand an immediate refund of the $25 membership fee that was charged to my account without my consent or knowledge. Additionally, I expect a thorough investigation into your company's billing practices to prevent similar incidents from occurring in the future. Furthermore, I request that you revise your procedures to ensure that customers are provided with complete and accurate information about any charges or fees before they proceed with a purchase.I trust that you will address this matter promptly and take the necessary steps to rectify the situation. If I do not receive a satisfactory resolution immediately, I reserve the right to escalate this complaint through appropriate channels, including filing a formal complaint with consumer protection agencies and sharing my experience on social media platforms.I have attached the order ID I was emailed after the billing transaction. Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

  

  Business Response

  Date: 06/15/2023

  Hello *******, 
  
  Thank you for reaching out to us. We're sorry for your experience. 
  
  In checking your account, I see that **************** already cancelled your $29 payment on 6/14/2023. 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 *********************

  Customer Answer

  Date: 06/15/2023

  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:06/14/2023

  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.

  Its with the company just answer they misled me wrongfully deducted money out of my bank account and theres nowhere in their terms or conditions that states they would take out $46. Nor was I asked or offered anything other than for $5 they would answer my legal question!!!They do have a membership at $69 but I didnt sign up for no membership it says five dollars only if you just pay five dollars you can get an answer to your one question and thats what I did next thing I know $46 iwas removed from my bank account and the other thing is I did not even use that card associated to that bank account and somehow ********************** took $46 out of my bank account and I used a whole different card with them and they will not help me. They will not refund my money. I dont care how little it is. Its a lot to me. I am taking care of my mother on hospice and Im sick myself so much I cannot work and I just had a legal question and did it one time it went well. Did it a second time paid another five dollars so I thought, the next thing I know they overdrafted my account they told me once you sign up for membership its not refundable. I said I DIDNT SIGN up for anY MEMBERSHIP !!! I didnt sign up for any membership because I wouldnt do that knowing I didnt have money for your membership and your membership is not even offer $69 worth of help but thats not what was taken out of my bank account $46 was and I dont they wont answer me at all not through Phone or email. Please help me

  

  Business Response

  Date: 06/15/2023

  Hello *******,
  
  Thank you for reaching out to us and we apologize for your experience. 
  
  In researching, we found another account using your phone number and refunded the $46 charge. 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 *********************

• Initial Complaint

  Date:06/14/2023

  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 used my PayPal to pay for a **** transaction. Just Answer popped up on my Apple website, and I assumed it was part of their chatbox.I did not get an answer, and left the chatbox as soon as I realized my mistake. I was charged $47 on PayPal This occurred yesterday and the payment is pending today.I have reported to the **** and emails Just Answer. I have called and received a recording that my "membership" was cancelled. I want a refund, because of unethical practice

  

  Business Response

  Date: 06/15/2023

  Hello ******,
  
  Thank you for reaching out to us. 
  
  In checking your account, I see that **************** already refunded your $47 payment on 6/15/2023. 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 ** know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:06/14/2023

  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.

  Yesterday 6/13/2023 I tried to get a question answered on justanswer.com. They advertised that it would be $5 to get the question answered and I was OK with that. To submit my question i had to enter a credit card which I did. Did not realize until after I submitted that in addition to that $5 they were also going to immediately charge me a $60 membership fee. I immediately cancelled as I did not want to pay this extra fee. Their "customer service" is refusing to refund my $60 although it was not clear in the advertising that I would have to pay it. I would like my $60 back. Feel this was very deceptive and their refusal to credit me even though i immediately cancelled (before even getting my answer) feels wrong.

  

  Business Response

  Date: 06/14/2023

  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 Landlord-Tenant 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 payment and membership 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: 06/16/2023

  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,
  
  Celina B

• Initial Complaint

  Date:06/14/2023

  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 June 13, 2023, I went on-line to search for my elderly parents' phone manual and clicked on what I thought was customer service for the manufacturer. I asked a one-line question and received a prompt stating there was a $1 refundable fee, so I entered my credit card number. Before I got an answer to my question, I promptly received a lengthy text with their terms and conditions. I immediately texted back to CANCEL this service immediately (I did the same with an email I received from them). Then our credit card company fraud department called questioning two charges from Just Answer ($1 and $55). This is how I learned of the $55 charge! I've emailed Just Answer's customer service several times - they insisted I accepted their terms and conditions, the $55 monthly charge won't be credited, and they did cancel my service. When I asked what proof they have that I accepted their terms and conditions, they didn't answer.

  

  Business Response

  Date: 06/14/2023

  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 ********* phone 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 payment and membership 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: 06/15/2023

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