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:08/05/2022

  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.

  Just answers uses deceptive marketing practices that lead you to believe that you are paying $1.00 for a membership fee then doing a recurring fee of $46.00 per month. I called and cancelled my membership and asked that the $46.00 be refunded they refused. This is not the first complaint filed regarding this company

  

  Business Response

  Date: 08/05/2022

  Hello Lane,
  
  Thank you for letting us know and we'd like to resolve this for you. 
  
  I have cancelled the $46 membership charge. You will not receive an actual refund or credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off, usually within 3-5 business days, and it'll be as if the transaction never occurred.
  
  Please let us know if we can assist you further.
  
  Regards,
  
  Vanessa
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:08/04/2022

  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 have been charged $46.00 for services on an account that I requested to be closed. I closed the account in 08/2020.

  

  Business Response

  Date: 08/05/2022

  Hello ******,
  
  Thank you for reaching out to us and we'd like to assist you with your account. 
  
  Unfortunately, we were not able to locate a transaction using the email address and phone number you provided us. With that said, you can help me to locate this account by providing some additional information - any and all of which will be useful:
  
  - Other email addresses you may have used
  - A different phone number you may have used
  - The order number from the question you asked, if it's available
  - Your PayPal email address if you were charged through PayPal (I won't need the password)
  - The date and amount of the charge(s)
  
  Thank you for your cooperation. I look forward to hearing from you soon.
  
  Regards,
  
  Vanessa
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:08/04/2022

  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.

  On July 30, I had a problem with my Apple Echo and found JustAnswer on a computer search. The guy I spoke with said I needed to provide a credit card for $1, which would be refunded to my account. He never mentioned that I would be charged $46 monthly for a membership. When I later checked my cc and saw the $46 charge (along with the $1), I called back and was told that the $46 membership notice was sent to me in an email. I told them that I was on my cell phone with their tech trying to fix the problem, not checking my email, and therefore I did not know of their membership charge. I called them back on July 31, explained the problem and issue, and was told that they were canceling my membership. The person I spoke to said the $46 would be removed and I would only be charged the $1, but when the latest bank,statement came today the $46 charge was still on my cc statement. I just got off the phone (Aug 4) with them, and was told that while my membership was canceled, they would not refund the $46. I feel that this was a very deceptive way of getting someone to give a cc number and charge them a fee that was never discussed and not addressed by their tech. My wife and I are both retired and on fixed incomes, and do not appreciate their actions in obtaining $46 in the manner thy pursued. I hope you can approach them about refunding the money, as they were unwilling to do so when spoke its them earlier today. Thank you in advance for your help. *****************

  

  Business Response

  Date: 08/04/2022

  Hello ****,
  
  We're sorry for your experience on the site. Let me make this right for you. 
  
  I have refunded the $46 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. Rest assured that the membership is cancelled and no recurring charges will be made. 
  
  Please let us know if we can assist you further.
  
  Regards,
  
  Vanessa
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 08/05/2022

  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:08/04/2022

  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 attempted to call ****** because my email quit being received - somehow got a screen saying Just Answer will help with a $1.00 charge. An operator was telling me it will transfer me to an agent that can help. Explained my problem and told they needed to charge my credit card , when they tried to collect got a quick call from *************** and them know what was happening - $1.00 plus$46.00 monthly membership fee from my acct. I immediately told the agent I want to cancel and going to hang up- he asked cancel what? Little bit later got an email from *************************** that they canceled membership but can use for month of August. I called my ************ and told them got involved with a fraudulent transaction and not to honor. This all happened date of 8/1/22. They told me to file a dispute when charges are complete. Today credit union has hold on amount but not paid yet. This company doesn't represent ****** or anybody and money should not be given. If they do get should be fully refunded. Note: I do notice I am not alone according to others reviewing this company. I came to Better Business site with no desire to trust a phone call to this company. Will advise this report if the credit union releases to the company or cancels in my behalf.

  

  Business Response

  Date: 08/04/2022

  ********************,
  
  Thank you for notifying us and we'd like to resolve this for you. 
  
  I have cancelled the membership and refunded the $47 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  
  Vanessa
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 08/05/2022

  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:08/04/2022

  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.

  Went on the website and the bogus company has it set up that as you fill in the information, they charge you, and when you call to say you did not authorize and did not use them and not to charge you, they hang up (after being on hold 45 minutes total and on second call they state its too bad. This is not a way to build a company but just take peoples money.

  

  Business Response

  Date: 08/04/2022

  Hello ******,
  
  Thank you for reaching out to us and we apologize for your experience.
  
  I have refunded the $28 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  
  Vanessa
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 08/05/2022

  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. However, the business format where you cant see that they will charge your card without a confirmation section with totals, length of customer service response to call, circular way their phone system takes you back to same prompt, and ultimate rudeness and canned response to your requests causes me to share with anyone reading this to think twice about using this business. 
  
  Sincerely,
  
  ***********************