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:09/10/2022

  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.

  I was just scammed by "Just Answer" I was seeking help about my washing machine

  

  Business Response

  Date: 09/11/2022

  Hello *****,
  
  Thank you for letting us know and we apologize for your experience. 
  
  In looking at your account, the membership has been cancelled so rest assured that you will not see any recurring membership charges. You may still post questions at no additional cost until the end of your billing cycle on 10/9/2022. 
  
  Please reach out to us if you have further questions. 
  
  Regards,
  
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:09/10/2022

  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.

  This company scammed me into a subscription. I cancled it, but they got 3 months worth of money out of me. They claim they emailed me about the subscription, but I never got that email. The last charge to my card was 2 days ago and they wont refund my money.

  

  Business Response

  Date: 09/11/2022

  Hello *******,
  
  I'm very sorry to hear this. This is certainly not our intention.
  
  We have refunded the membership charges. The funds should be 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 *********************

  Customer Answer

  Date: 09/11/2022

  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:09/09/2022

  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.

  My wife, who does not have a computer background asked a question of Just Answer. She was not aware of the need to send a cancellation since she only asked 1 question and had not read the web site in detail. She discovered that they have been Billing us $66/mo in spite of a clear direction to cancel the account. She initially thought that the $66 was for the single question or maybe it was a 60 day trial. "This is *********************** writing this email. I obviously misunderstood your terms. I wish at this time to cancel any Just Answer membership or account associated with this email or either of my email accounts *********************** or ************************* and that there will be no further charges . Please confirm the receipt of this email. Thank you.*********************** "This was sent on February 16, 2022 to [email protected] have been billing us ever since.I have tried to recover my wife's email address but I have not received from Just Answer the link to correct the password. We have been unable to reach them by phone.Since we have clearly requested a cancellation, we request refund of all amounts billed since Feb 16, 2022.Thank you for your help!

  

  Business Response

  Date: 09/10/2022

  Hello *****,
  
  Thank you for reaching out to us and I'm happy to help with your concern.
  
  I found an account using one of the email addresses you provided and cancelled the membership. Rest assured that moving forward you will not see any recurring membership charges.
  
  As requested, I have refunded the membership charges. 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 *********************

  Customer Answer

  Date: 09/11/2022

  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. This is a good response to our issue - too bad our original email was not processed.

  JustAnswer is known as a Scam these days. Just ****** "JustAnswer Scam" and see what comes up. This organization could gather respect primarily by:

  1. Each month send a reminder email to all people subscribing saying "Haven't heard from you this month - your subscription allows for more questions to us!" and "If you want to cancel, click here."

  2. Responding to emails in  a timely fashion including requests to up date passwords.

   

  Thank you BBB!!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/09/2022

  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.

  Their online bot says that they will change you a $1 refundable fee, then they charge you $61 and say it is nonrefundable...this is a total scam...do not fall for it.

  

  Business Response

  Date: 09/09/2022

  Hey *******!
  
  We appreciate that you gave JustAnswer a try, and we're sorry that it didn't work out.
  
  Upon checking your account, it shows that your payments have already been refunded on 9/9/2022. The funds should be 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.
  
  
  Let me know if you need further assistance!
  
  Best regards,
  
  ******, JustAnswer Customer Care
  *********************************** ********************

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 18005310
  
  I am rejecting this response because:  They are not addressing the root of the issue...look at all the other BBB claims from people who have had the same thing happen.  They dodge it by just refunding their money, but they continue to use confessing and deceptive messaging in their marketing copy.  They need to be more clear with their customers and prospects.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/12/2022

  Hello *******,
  
  We appreciate your feedback.
  
  I'm sorry for any confusion with our service. In reviewing your account, I see that you accepted our monthly membership offer when you posted your question on our site. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer and fee structure displayed during the posting process:
  
  https://www.screencast.com/t/57zCVADE
  
  If there is anything else I may help you with, please let me know.
  
  Best regards,
  
  ******, JustAnswer Customer Care
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:09/09/2022

  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 saw that Just answer was willing to help me with my situation about fixing my benefits issues and financials concerning that I am disability. They asked me questions that I needed answer, next thing I knew they said that they would help with a $5 fee that is refundable, after looking into my transaction in my account, I saw that I was charged $46 membership fee and $5 fee, I tried to email and text them explaining to them that I cannot afford a membership with them, I already can barely afford food monthly so how can I afford $46 a month??? I have not heard anything as of yet, I am getting worried about my account being hacked anymore than it has today, I need my refund asap!

  

  Business Response

  Date: 09/09/2022

  Hello ******, 
  
  We're very sorry that you didn't find the service that helpful and that it's too expensive. Many people find that our membership program is a great value because it allows customers to ask a lot of questions at a reasonable price. 
  
  As requested, we have canceled your most recent charge. Let me know if you need further assistance!
  
  Best regards,
  
  ******, JustAnswer Customer Care
  *********************************** ********************

  Customer Answer

  Date: 09/10/2022

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