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:04/15/2023

  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 went onto the JustAnswer seeking to ask a question through their helpline. I was told that it would cost only $5 and in parentheses also mentioned the $5 might be refundable. I connected with some and they answered my question, it took approximately 3-5 minutes and that is all. The next thing I know they charged me the $5 and a second charge for $59 claiming that I signed up for a membership. I was completely in shock as I did not agree to or sign up for any membership nor was a membership mentioned whatsoever. I tried to resolve this with them and the response letter I received from their customer care was that it was too late for a refund since I signed up for a membership. I am completely stunned and feel I was scammed and taken advantage of.

  

  Business Response

  Date: 04/16/2023

  Hello *******,
  
  We appreciate you taking the time to share your experience.
  
  In checking your account, I see that **************** already cancelled your $59 payment on 4/15/2023.  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: 04/16/2023

   
  Complaint: 19940840
  
  I am rejecting this response because: 

  As you can see, the $59 was taken and not refunded. The response letter from JustAnswer is false as they continue to keep my money of which i did absolutely not give them permission to take. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 04/17/2023

  Hello *******,

   

  Thank you for your response, I understand your concern.  I checked our records on our end and the charge is definitely showing as cancelled.  Please contact your card issuer with this authorization code, ******, to confirm that the charge has been cancelled.  Your card issuer will be able to track the transaction with that code and see that the funds were never sent to JustAnswer.

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

• Initial Complaint

  Date:04/15/2023

  Type:Order 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.

  Business does not inform customers that they are signing up for a subscription service. I'm now contesting recurring charges with **************** that were made without my consent or knowledge. I want the public to be aware of these scammers.

  

  Business Response

  Date: 04/16/2023

  Hello *****,
  
  Thank you for reaching out to us. We'd like to resolve this for you ASAP. 
  
  We've refunded your 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 us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:04/15/2023

  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.

  We signed up for the Just Answer service in July of 2020 to ask one question. That included a 7 day free period but required a credit card. We did receive an answer to the question. We believe we canceled the account in the 7 day period. We have not used the service since. I've recently realized that Just Answer has been billing us for for a membership at $60/month. since 2020. In that period we have not had a single communication from the service, not even promotional materials that we agreed to, and certainly no billing communication. The email and phone numbers provided have been in continuous use the entire time. The dispute is whether we canceled the account in time, and even if we did not, is it reasonable to bill someone monthly for almost 3 years without a single communication. I am providing the email thread with Just Answer where I tried to resolve this as soon as I realized it earlier this week, and also an image of my filtered credit count account (I can only go back 18 months on my credit statement, which shows it was billed every month)

  

  Business Response

  Date: 04/15/2023

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your Legal  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: *************************************
  
  I have canceled your memberships & your recent 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:04/15/2023

  Type:Customer Service 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 dog passed away and I called into JustAnswer to discontinue my membership about 6-8 months ago.My login was cancelled so I was unable to share with them the situation. However every month they collect from me and I have no pet or ability to have a contact with them

  

  Business Response

  Date: 04/15/2023

  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you have used our service multiple times and have created more than one account on the site. You accepted an offer to try our membership program when you posted your Tax, Dog Vet and Computer 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: *************************************
  
  I have canceled your memberships & your recent 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:04/15/2023

  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.

  Date of transaction 04 Apr 23 Amount of dispute $46 I filed an appeal through Cash App and they denied it. I disputed the actions the very next day and explained what had transpired.I told them in detail why I felt I was charged wrongly with out being notified of the additional $46 being charged. I demand through this company to cancel my subscription and refund the full amount because I did not use any of their services.I'm an disabled vet with poor eye sight and live on a budget and I don't have extra money to just put out. I noticed the problem and reported it right away. I would like to know how many other individuals have had money taken and not use their programs. I don't need a lawyer, doctor or any other program because I'm full supported by the VA.

  

  Business Response

  Date: 04/15/2023

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your Email help 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: *************************************
  
  I have canceled your membership & your recent charge. 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:04/14/2023

  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.

  This company is trying to bait and switch me into paying a membership charge. It clearly states on the website that you can join for $****, no commitment. Anyone can verify this by going on their site. I asked one question five days ago and right after that they charged me a ***** fee as well as the **** fee. If they state clearly that you can join for **** and charge $50.00 that is clearly a bait and switch and very questionable business practices.

  

  Business Response

  Date: 04/15/2023

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your Medical 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: *************************************
  
  I have canceled your membership & your recent charge. 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 Answer

  Date: 04/16/2023

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

• Initial Complaint

  Date:04/14/2023

  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.

  Was charged ********************************************************************************** This is ridiculous

  

  Business Response

  Date: 04/15/2023

  Hello ******,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your Legal 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: *************************************
  
  I have canceled your membership & your recent charge. 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:04/14/2023

  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.

  Paid for a $1 trial, found out I couldnt use the site for the purpose I had hoped (stamp appraisal) for many stamps, they do 3 per question. I maybe used it for a couple more random questions that same day. So when I received the email saying my membership charge would be soon, I was happy to see the reminder and clicked on the red support button in the email, and chatted with a live support agent who claimed to cancel/non-renew my membership.. so when I got charged today 4/14 Im like this must be a mistake, upon chatting with a new live support agent, ********, I was told my prior chat couldnt be located and hung up on because they couldnt find evidence I canceled.. when it comes to support you should take better notes then, because I did, and the audacity of Lathyrus to just end the chat was what showed me this is likely a scam. They lure you in with $1 trial then dont let you cancel. Right before submitting, I received a very fast response to my email as well, simply stating the same that they cannot find record of my cancellation request and will therefore not honor it. Ridiculous especially since I didnt use the membership in the time, even deleted the app because I was assured my cancellation was done.

  

  Business Response

  Date: 04/15/2023

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your questions on the site. You would've seen a message similar to this when you signed up:  *******************************
  
  Your membership was temporarily revoked because of insufficient funds. The membership bills automatically to avoid disruptions in service. 
  
  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:04/14/2023

  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 called Just Answer with a small legal question I desperately needed an answer to. On 4/1/2022 I spoke with a young woman who asked the gist of my concern then told me she had to refer me to one of their attorneys. The cost would be $5. Oh, but you have to complete this online form first and provide your credit card. Why? To pay the $5. Okay, that makes sense. The form requires you to join before you can pay the $5. But, the GOOD NEWS is that you can CANCEL AT ANY TIME and NOT INCUR ANY FURTHER CHARGES. I opted to try a $5 legal answer which wasnt much help to be honest. I cancelled immediately. I received a polite Sorry to see you go email and thought that would be the end. Um, no. I discovered a $59 charge to my credit card in addition to the $5! I figured the $59 charge must have slipped through. When I contacted them about a refund since I was a member for, like, a whole hour, I was presented with a legible sized version of the fine print that was buried somewhere around the 7th paragraph about NO REFUNDS, EVER, FOR ANY REASON, YOU SHOULD HAVE READ ALL THE FINE PRINT before you stupidly agreed to our terms. I would say this company has a nice little scam going. Personally, I live on a fixed income and cant afford to be ripped off of almost $60 through a site I desperately needed answers from at the time. Instead they used reprehensible, misleading, bait and switch type tactics to steal from me. After reading all the other almost verbatim complaints against JustAnswers I dont feel quite so stupid. I definitely wasnt the only person duped by these people.

  

  Business Response

  Date: 04/15/2023

  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our 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 cancelled your membership and your payment. 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 Answer

  Date: 04/19/2023

  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. However, the issue of bait and switch tactics remain with this web site. Nothing is ever clearly spelled out or explained by the human touting only $5 to try about the non-refundable $59 you will also have charged to your credit card when you accept the $5 offer. Its noted that is the cost of the monthly fee. However, the non refundable part is buried DEEP in the fine print. You CANNOT take advantage of the $5 offer without accepting the terms. Plus, the legaladvice I was given was basically **** it up buttercup for paying cash for a service and the receipt having an accident. I could throw myself on the mercy of the judge and hope they believe me over the service. It sounded anything but legal. It could have been ****** brother typing in the answer for all I know. They only refunded my money AFTER I contacted the BBB. I joined a long list of people who made the same exact complaint. Buyer beware of this company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/14/2023

  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 was looking for an answer about my daughters dog. I came across JustAnswer and it said I could get an answer for five dollars. So I asked my question and got an answer only to find out that it charged my husbands card $29.99. That was not what I was expecting to pay. I called and tried to get it resolved and was told there was nothing they could do since I got my answer.

  

  Business Response

  Date: 04/14/2023

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your Dog 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 cancelled your membership and your payment. 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 ************* *********************************** ********************