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:08/16/2022

  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.

  Earlier today, 8/16/22, I came across a website called Just Answer to get a question answered by an attorney. That's all, just one question. They said the fee will be $5, so I paid $5. While waiting to speak with someone, I noticed that there were hundreds if not thousands of complaints against them for charging $60 along with the $5. I called my bank and sure enough, they had charged me $60 as well. On their website they said you can cancel at anytime and so I called them. I wasn't able to talk to a real person, didn't even have that as an option. Had a chat with someone at Just Answer. She said oh yeah, your membership is good until 9/16. I said I want my money back. She said she would put me through to her supervisor. Then she said her supervisor was busy and to contact them by phone. The phone number just gives you a run around. It's no help at all. I just want my $60 back. Thank you

  

  Business Response

  Date: 08/16/2022

  Hello *****,
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, we have refunded your 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.
  
  If you have additional questions or concerns, you can reach back out and I will promptly assist you. We are always happy to help.
  
  Best regards,
  
  ******, JustAnswer Customer Care
  *********************************** ********************
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  Hello -in approximately April of 2022 I contact Just Answer for legal advice about a bank that suddenly claimed to have a 20 year old lien on her house for an unpaid mortage . With Just Answer's help the issue was resolved. -I recall that the Just Answer website was very confusing , and I must have somehow inadvertently signed myself up as a member .I do recall seeing one $86 charge from Just Answer, and assumed it was payment for the above mentioned help. Unfortunately I have not been diligently checking my **** statement ,until today (Aug 15 2022) when I see that there is again a $86. charge to JA, and going back through my **** statements, I now see that I have been charged $86 for the 5 months ****** ******************** 2022 (5 months) . I called Just Anwser today (Aug 15 2022) ,and they have cancelled the membership I did not know I had, and the rep said JA can only refund me 3 months and not 4 months . JA said they will have a manager call me . I would like the BBB to please help me get the refund for the 4 th month. I will pay for April 2022, the month that I got the help. I checked the log book that I keep of all my memberships and their passwords, and I find no record of JA.Thanks *****************************************

  

  Business Response

  Date: 08/16/2022

  Hello *******,
  
  Thank you for reaching out to us and we'd like to resolve this for you. 
  
  Upon checking, the most recent charge of CA$86 for July has been refunded on 8/15/2022. I don't see a charge for August. 
  
  As a courtesy, I have processed additional refunds of two CA$86 membership charges (May and June). 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. I can also confirm that the membership has been cancelled, rest assured that no recurring payments will be made. 
  
  Please let us know if we can assist you further.
  
  Regards,
  
  Vanessa
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17721594
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************************

  I have definitely been charged for 5 months of a membership that I unknowingly inadvertently signed up for. 

  Visa Statement Date Apr 4 2022 Transaction Date Mar 21 Posting Date Mar 22 $86.00

  Visa Statement Date May 4 2022 Transaction Date Apr 21   Posting Date Apr 22 $86.00

  Visa Statement Date June 6 2022 Transaction Date May 21 Posting Date May 24  $86.00

  Visa Statement Date July 5 2022 Transaction Date June 21 Posting Date June 22  $86.00

  Visa Statement Date Aug 4 2022 Transaction Date July 21 Posting Date July 22  $86.00

  I am willing to pay for membership for the one month that I did receive an answer to a question, and I have been refunded for 3 months. I am still owned a refund for one month

  Thanks Aug 16 2022

   

   

  

  Business Response

  Date: 08/17/2022

  Hello *******,

  I apologize for the delay.

  That last month is now refunded for you.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17721594
  
  I am rejecting this response because:

  Hello

  Unless I do not know how to read my **** statement correctly anymore , it appears that Just Answer did refund me the fourth month as expected , but there is no longer anything on my **** statement showing the 3 months they had previously refunded me. I am totally baffled as to what is going on. They own me a refund for 4 months.

  
  Sincerely,
  
  ***********************************************

  

  Business Response

  Date: 08/18/2022

  Hello *******,

  Thank you for your reply. I apologize for the frustration.

  All four payments have been refunded to a **** ending with ****. One on Aug 15th, two on the 16th and the last one on the 17th. They should show on your statement within 3-5 business days of processing depending on how your back handles refunds.

  Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

  Customer Answer

  Date: 08/18/2022

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

  Hello

  The 3 months of refunds that appeared on my **** statement on Aug 16 2022, but disappeared on Aug 17 2022, are back on my **** statement on Aug 18 2022. I trust the refund for the fourth month will appear on my **** statement in 3-5 business days, as promised.

  Thanks

• Initial Complaint

  Date:08/15/2022

  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 tried to get help setting up my cell phone. I got no help, no questions asked or answered. I have been charged $47.00 for nothing!!!

  

  Business Response

  Date: 08/15/2022

  Hello ******,

  Thank you for trying JustAnswer. I'm sorry to hear this.

  I see that ***** responded to your question but I'm not seeing any replies from you. If you would like to respond to him, he could give you a better answer.

  I have refunded the membership fee and this cancels your membership. Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

• Initial Complaint

  Date:08/15/2022

  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.

  8/14/2022 I paid the 5 dollars and wasn't informed about any additional fee is there any way I can get a refund?

  

  Business Response

  Date: 08/15/2022

  Hello *****,

  Thank you for letting us know. I'm sorry to hear this.

  I have refunded your membership fee and you won't see any recurring charges.

  Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

• Initial Complaint

  Date:08/15/2022

  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.

  I paid for a 5 dollar trial fee. Checked my bank and they took the 5 dollars for the trial. Within minutes they charged me 46 dollars for a membership, which I said I didn't want. I never even got to use the 5 dollar trial. They made the 2 transactions back-to-back, no time given for the trial period. These people use deceptive practices. And they will not attempt to resolve anything, they blow you off, no matter how hard you try. This is a disgusting way to run a business. I want my 46 dollars back. I want my 46 dollars refunded.

  

  Business Response

  Date: 08/15/2022

  Hello ****,

  Thank you for letting us know. I'm so sorry to hear this.

  I see that you have already received a refund of the membership fee. Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

  Customer Answer

  Date: 08/16/2022

  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:08/15/2022

  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.

  I was looking to find Rv repair and just answer showed up in my searching. I paid the dollar and then they charged my bank account $37.00 for the membership. I canceled, but they still wont refund my $37.00. This website is very misleading. All I want is my $37.00 refunded.

  

  Business Response

  Date: 08/15/2022

  Hi *****,

  Thank you for letting us know. I'm very sorry to hear this.

  I have refunded the membership charge for you which cancels your membership.

  Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

  Customer Answer

  Date: 08/15/2022

  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:08/15/2022

  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 wrote to BBB on 07/25/22 re: Just Answer was billing me $37 per month which I never signed up for. Received an email from Just Answer cancelling my membership and refunding me the 3 months.THEN on 07/26/22 they billed me $37 again. I don't understand why they billed me again-obviously they didn't cancel my membership! Thanking you in advance!

  

  Business Response

  Date: 08/15/2022

  Hello ****,

  Thank you for reaching out. I'm sorry to hear this.

  It looks like the charges crossed in the process and the charge was actually made on the 22nd and has already been refunded.

  Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

  Customer Answer

  Date: 08/15/2022

  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,
  
  ***************************  I want them to cancel the subscription! I am happy with the refund but then they billed me again My correspondence from JustAnswer said my subscription was cancelled I dont want to have to do this every month.

• Initial Complaint

  Date:08/15/2022

  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.

  Signed up for Just Answer on 8/14/22 with the understanding that it was $1 to join. A couple of hours later I saw I was charged $34. I immediately reached out to customer service and they said they will not refund me.

  

  Business Response

  Date: 08/15/2022

  Hi ******,

  Thank you for letting us know. I'm so sorry to hear this.

  I was able to locate your account and I refunded the membership charge. This means that you won't see any recurring charges.

  Please let us know if we can assist you further.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

• Initial Complaint

  Date:08/15/2022

  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.

  Deceptive practices. Said pay **** for trial. After trial its ***** a month. I did not get any trial time, they gave me about an hour I was charged the **** and minutes later they took out the *****. They do it in a very deceptive way. I am trying to get my ***** back and get automated responses. I want my money back. They took my ***** in a very deceptive way. They refuse to communicate.

  

  Business Response

  Date: 08/15/2022

  Hello ****,

  Thank you for letting us know. I apologize for your experience.

  I have refunded the membership charge which cancels your membership with JustAnswer.

  Best,

  *****, JustAnswer Customer Care
  For further assistance please contact us here:
  ********************************** or
  *******************

  Customer Answer

  Date: 08/16/2022

  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:08/15/2022

  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.

  While on hold with my auto insurance company, I searched online for suggestions re: a problem with my auto that I was having and came across JustAnswer which offered opinions from their site for $1 that would be fully refundable if I tried it. No other fees or charges were mentioned so I submitted my info and described my issue and a response came back via text that was information I already knew and offered no solution to the problem. I replied that I was not interested and assumed that was it. I checked my email to see if anything else had been sent to me and found an email from JustAnswer saying I had been charged a $1 Join Fee and $34 Membership Fee. I immediately responded on the site that I did not authorize a $34 Membership Fee and told them to cancel it. This was within 10 minutes of interacting with them. As I waited, I checked my credit card account online and saw that JustAnswer had indeed put through the $1 and $34 fees that were now showing as pending charges. I instantly contacted my credit card company while also still online with JustAnswer, insisting with them that I get confirmation this membership was cancelled as I did not authorize it. Approximately ********************************************************************************************************** the $34. I am seeking BBB's help to insure that this $34 be credited back to me as it was completely unauthorized by me. Thank you.

  

  Business Response

  Date: 08/15/2022

  Hello ***,

  Thank you for reaching out to us through the BBB. I understand your frustration and happy to make it right.

  I have refunded the $34 membership authorization charge and ensured that your account is cancelled. Please allow between 3-5 business days for your bank to remove the authorization from your account.

  If you have any other questions, feel free to contact me at ********************************** or by phone at ********************.

  Jade, JA Customer Care
  

  
  

  Customer Answer

  Date: 08/15/2022

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