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:09/15/2025

  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 am filing a complaint regarding deceptive billing practices by JustAnswer.On September 7, 2025, I used their website to ask a veterinary question. Before connecting me to a representative, the livechat bot stated I needed to pay a $5.00 one-time fee, which they then linked to an invoice directly within the chat. Based on the wording, it was clear that this was required only to get my single question answered. At no point did it indicate that an additional $65 'membership fee' would be charged immediately on top of this one-time fee.While the site does mention memberships, it presents them as an ongoing service (it would make sense if this is charged one month later if one continues with the service). Instead, my card was billed the same day for a full membership that I never intended to purchase. I cancelled the service immediately.This practice is extremely misleading and is evidenced by the large number of similar complaints online from other customers who were also misled in the same way. The company compares itself to *******, but ******* does not advertise a small trial fee only to immediately charge the full subscription ****** effect, I agreed to a $5 one-time charge but was deceptively billed an additional $65. I request a full refund of the $65 membership charge.

  

  Business Response

  Date: 09/15/2025

  Hello Kylie,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  As requested, I have refunded your membership 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. In addition, your membership has been canceled from your end on 07-Sep-25. Moving forward, you will not see any recurring membership charges.
  
  Please let me know if I can assist you further.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  
  

• Initial Complaint

  Date:09/15/2025

  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.

  "Just answer" showed up at the top of a ****** search I did to contact Xfinity. A search FOR Xfinity should not have resulted in something called "Just Answer" unless they are paying ******. I spoke with a chatbot ABOUT Xfinity and never once received an indication that I was NOT speaking to XFinity, until they asked for a $5 fee. I at the time paid a $10 fee for xfinity Now so it did not seem that far-fetched, until they tried for further info. I immediately informed them that I was now aware of being scammed. I went to my debiit account and, sure enough, there was a charge for $48 from them! I immediately applied for a new card so that they could not drain my account. heinous what they pulled!

  

  Business Response

  Date: 09/19/2025

  Hello,
  
  Thank you for reaching out to us at JustAnswer, and we sincerely apologize for any confusion you may have experienced.
  
  It appears that you clicked on an advertisement for JustAnswer, which directed you to our platform. JustAnswer is a third-party question and answer site that connects users with verified Experts across various categories, including Legal, Medical, Pets, Computers, Appliances, Automotive, and more.
  
  As a courtesy, we have processed a cancellation of your charges. I assure you that moving forward, you will not see any recurring membership charges.
  
  We appreciate your understanding, and if you have any further questions or if there's anything else we can assist you with, please do not hesitate to let us know. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************

• Initial Complaint

  Date:09/14/2025

  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 was looking for information regarding a problem with our microwave. Thinking I was talking to **, I got a message to sign up with Just Answer for $5.00 which would be reimbursed. Still thinking I was speaking to **, I signed up and agreed to the $5.00 charge. My credit card was charged $50.00 not $5.00. When I tried to resolve with Just Answer they just say "sorry *******" I was tricked, and I certainly cannot afford this.

  

  Business Response

  Date: 09/15/2025

  Hello ******,
  

  Thank you for bringing this to our attention.
  
  I'm sorry if you thought you were posting a question on a different website. Apparently you clicked on one of our advertisements or you may have reached our site through one of our affiliates. When you posted your question on our site you would have seen JustAnswer branding. Please visit ******************************************** to learn more about JustAnswer and how we provide professional services. We are a "people helping people" business.
  
  The recent charge made to your ****** account has been canceled. The funds are made available to ****** within the next business day and you should also receive a notification email from ****** about the refund.
  
  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/15/2025

  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:09/14/2025

  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.

  This was about getting technical information to help with an Internet, not working issue. I went through the answer bot system. It stated I would be charged 5.00 for this and I accepted. I was told a technician would call me in the next five minutes. No one ever has called me. The next thing I see is a charge for $70.00. I didnt authorize this charge. I would like a full refund for this deception.

  

  Business Response

  Date: 09/15/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, your payment is showing as "reversed" on our end. This means 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. In addition, your membership has been canceled on 13-Sep-25. Moving forward, you will not see any recurring membership charges.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. Please let me know if I can assist you further.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/16/2025

  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:09/14/2025

  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.

  This business charged my credit card ending in 6835 $65 on September 9, 2025. In August I made a request to answer a legal question for the fee of $1, nothing further. Without my knowledge or consent, and without indicating that I was signing up for any kind of membership, this business charged my credit card. Based on previous complaints on BBB can see this type of fraudulent behavior is typical for this business, however, I need my money back immediately.

  

  Business Response

  Date: 09/16/2025

  Hello ******,

  We're very sorry for any inconvenience. It looks like you were unaware of the recurring membership on your account ***********.  Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the recent $65 membership payment for you. 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.
  
  Moving forward, you will not see any recurring membership charges. If you would like to reactivate your membership in the future, please send your request to our Customer Support team at ************************************************************.
  
  I hope that I have addressed all of your concerns. Please let me know if I can be of further assistance.
  
  Best regards,
  Meg at JustAnswer Customer Care
  ********************************************************** or call **************

• Initial Complaint

  Date:09/14/2025

  Type:Sales and Advertising 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.

  In July of 2025 we were having a RV concern and I came across Just Answer on the web which appeared to be a program where you could call and speak to a professional. I understood there was a one time fee and chose to use the service. No where did I read or understand that I was signing up for a subscription with a monthly charge. When I later looked at my credit card statement Just Answer had charged the original charge plus an additional month with another month pending. I immediately called Just Answer and spoke to a representative. They did not seem to care that I was misinformed and would not reimburse my credit card the two additional charges. ( not the original charge that I am willing to pay) They did cancel my subscription. I did research and found that many customers who had used ********************** had the same problem. They did not understand that this was a subscription! I called my credit card and disputed the two charges. I sent in evidence that this had happened to others. The credit card company researched and did credit my card the two charges. Immediately Just Answer reversed the charges, charging my card once again the two additional months. My initial call to Just Answer with a professional was no more than 5 minutes and I now have been charged $135 for this one call. I would like my $90 refunded to my credit card.

  

  Business Response

  Date: 09/15/2025

  Hello *****,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, we understand that you are asking about the return of  your two (2) membership payments of $45 each. Chargebacks work differently than a regular refund. Since you went to your bank and initiated a chargeback, our ability to refund the payments was taken away. The refund links are now dead because of the chargeback request. This is because when a customer issues a chargeback against a payment, the bank returns the funds to the customer. Please be advise that chargebacks can take anywhere from 30180 days to be investigated by the card issuer. They may issue a provisional credit while the investigation is pending. However, the timeline and whether a credit is issued varies by card issuer. You'll need to contact your card issuer directly for more information.
  
  If I can be of further assistance, please let me know.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************
  

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23883370
  
  I am rejecting this response because:
  Just Answer is saying that they cannot refund my credit card because Just Answer charges back my card eliminating a refund. There must be a way to stop the charge backs or issue a refund by an alternate method. As to whether I read anything regarding ongoing charges when I first initiated a call to Just Answer, the answer is ABSOLUTELY NOT. I would be willing to accept a reimbursement by any other method. Thank you. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/16/2025

  Hello *****,

  I apologize for any inconvenience.  I want to make things right for you.  Please reach out to me directly with a screenshot of the new charges from JustAnswer on your bank statement or a letter from the bank/card issuer stating that the chargeback was not successful, or was re-charged.
  
  Once I receive confirmation of the new charges I will be able to process a new refund for you, for both charges.  I look forward to hearing from you soon.  

  Best regards,
  *** at JustAnswer Customer Care
  ********************************************************** or call **************

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23883370
  
  I am rejecting this response because: as per the note above from *** at Just Answer she asks  me to call or email her information regarding my charges ( from Just Answer) on my credit card. When I call the number the *** at Just Answer is not very helpful and states theres no Meg ****** He then went on to tell me that Ive been credited the charges. I immediately got off the phone and called my credit company and they have no record of anything being credited to me from Just Answer. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/19/2025

  Hello,
  
  I hope you're doing well.
  
  I wanted to inform you that I noticed a chargeback request was initiated with your bank regarding your recent transaction with us. Because of this, our ability to process the refund directly has been restricted.
  
  To proceed, I kindly ask that you either reach out to your bank for clarification or provide us with a statement showing that you were charged again. Once we have this information, we can work to resolve the issue promptly.
  
  Please let us know if you need any further assistance, and thank you for your understanding.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ************
  
  

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23883370
  
  I am rejecting this response because:
  this is a ***eat answer of an earlier response from your agency. Each time you respond there is a different *** name used. Ive now realized these names are fictitious. Please refer back to your notes. I think the easiest way to handle this from your end is to stop charging my card. As I said in an earlier response there has to be an alternate option to reimburse me. Why does this have to be so complicated? 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/14/2025

  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 was having technical issues with my laptop. I found Just Answer on ****** and thought I could get help. They charged me $40 and did not provide any assistance. I even told the person I had already tried what the were telling me to do. That was it, nothing more and they charged me $40 for nothing.I just saw another charge go through on my bank for $40, it said Just Answer membership fee. I did not sign up for a membership. I would not have, especially after they did not help **** would like to be fully refunded.Additionally, while I was chatting with their support team, they blocked my chat and would not let me finish. They are a scam, trying to trick people into memberships.

  

  Business Response

  Date: 09/15/2025

  Hello ****,
  
  Thank you for bringing this to our attention.
  
  We understand how important it is to have everything clearly explained, and we're here to assist you. When you submitted your question, you were enrolled in our monthly membership program. This setup ensures continuous service with automatic billing. During the sign-up, you would have seen a message like this: ****************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Furthermore, I have refunded your two (2) membership payments of $40 each, including the join fee of $5. 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.   In addition, your membership has been canceled from your end on 13-Sep-25. Moving forward, you will not see any recurring membership charges.
  
  Please let me know if I can assist you further.
  
  Best regards,
  Bella at JustAnswer Customer Care
  ******************************************************************* or call **************

  Customer Answer

  Date: 09/15/2025

  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:09/14/2025

  Type:Customer Service 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 misled regarding the price of this service. A chat bot specifically said I would only be charged $5. I did not sign anything regarding membership nor was I prompted to understand this was a subscription because the chatbot that opened this page specifically outlined $5 only. I was not provided subscription information nor did I sign anything about a membership. Once I learned this was a subscription, I cancelled the service prior to receiving any answers. I reached out to customer service and was told the following: "I'm sorry for the confusion. I will do my best to address your concerns!It's important to note that asking a question on our platform involves enrolling in a monthly membership. Being a member grants you access to a wide range of Experts, available to answer your questions anytime.Given the terms of service agreed upon at sign-up, I regret to inform you that we cannot issue a refund.On a more positive note, upon reviewing your account, it appears your membership has already been canceled. Rest assured, you will not receive any future charges from us."

  

  Business Response

  Date: 09/16/2025

  Hello *****,

  We're sorry for any confusion regarding the offer you accepted when you posted your Legal question on JustAnswer. Upon review, your account was charged $5 for the sign-up fee plus $65 for a 30-day membership, which allows unlimited questions across all categories. Memberships can be canceled anytime.
  
  When you posted your question, you signed up for our monthly membership, which includes automatic billing for continued service. A message similar to this would have appeared during the sign-up process: ********************************************************************************************************
  
  *Disclaimer: The attached screenshot is an example only of what your payment page outlined when completing your payment transaction and is not a representation of your personal transaction.
  
  Your $65 payment has been refunded. 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.
  
  No further charges will occur. If you'd like to reactivate your membership, contact ************************************************************.

  I hope that all of your concerns have been addressed.  Please let me know if you need further assistance.
  
  Best regards,
  *** at JustAnswer Customer Care
  ********************************************************** or call **************

   

  Customer Answer

  Date: 09/16/2025

  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:09/14/2025

  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 morning I was seeking held for a refrigerator ice maker and I thought I was on a Frigidaire web site. I stated the problem and they said it would cost a refundable $5 and an expert would call me. After an hour and not receiving a phone call .I checked my credit card and found they charged me $5 plus a second charge of $55. I checked BBB and found it was a scam. I am canceling my credit card

  

  Business Response

  Date: 09/16/2025

  Hello ******,

  We are very sorry that there was any confusion over the offer that you accepted when you posted your question on the site.  I reviewed your account and found that the offer you accepted when you posted your question was for $5 + $55.  The $5 is for the sign up fee.  The $55 is payment for ****************************************** any category, where renewal of the membership can be cancelled at any time.
  
  JustAnswer is mainly a subscription service, but customers who prefer to be on a pay-per-question basis can cancel the membership and pay as they go, on an individual question basis.  For example, the price of the question you've posted has a value of $36.
  
  Here's a list of over 100 categories that are covered by the membership program where you have all kinds of verified Experts at your fingertips:
  
  *****************************************************************************
  
  In the future we hope that you will avail yourself of the service and see how convenient it is to be able to contact verified doctors, veterinarians, lawyers, accountants, mechanics, and a wide variety of repair people such as computer techs, appliance techs, electronics tech, etc.  
  
  Both of your payments have been refunded for you.  The funds are made available to the 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.
  
  Moving forward, you will not see any recurring membership charges.  If you would like to reactivate your membership in the future, please send your request to our Customer Support team at ************************************************************. 
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance.

  Best regards,
  *** at JustAnswer Customer Care
  ********************************************************** or call **************

• Initial Complaint

  Date:09/14/2025

  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 logged on to their website about a problem with my Yahoo email account. They requested a $5.00 payment, which I paid, they did not resolve my problem and sent me on to another person. My issue was still not resolved. Two days later an unauthorized charge if $65.00 appeared on my credit card, the same card I paid the $5.00 fee with.

  

  Business Response

  Date: 09/16/2025

  Hello *****,

  Thank you for reaching out to us.  I was able to find your JustAnswer account *********** using your phone number.  I apologize for any inconvenience over the billing issue.  When you submitted your question on JustAnswer, along with your email address, the site recognized you as a former customer and instead of charging you the join fee plus the membership payment, you were only charged the membership payment. The site would have shown you a Welcome Back message, along with the cost of posting a new question using membership benefits which allows you to ask unlimited questions in over 100 categories for 30 days.  Renewal of the membership can be cancelled at any time.  
  
  I have refunded the $65 membership payment for you.  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.
  
  Renewal of the membership on your account has been turned off.  Moving forward, you will not see any recurring membership charges.  If you would like to reactivate your membership in the future, please send your request to our Customer Support team at ************************************************************.  
  
  I hope that I have addressed all of your concerns.  Please let me know if I can be of further assistance. 

  Best regards,
  Meg at JustAnswer Customer Care
  ********************************************************** or call **************