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:10/01/2022

  Type:Order 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 September 23rd I tried to log into my ********* account. My password was not recognized, so I initiated the forgotten password procedure. At that stage a screen came on which (as I learned later in the procedure) had nothing to do with *********, but was part of Just Answers account capturing system. I was asked to pay 2 Dollars, which would give me a simple answer. A credit card payment of 2 Dollars was processed creating initial doubt why ********* was charging for a password update. I was then asked to describe my problem. Again I wondered why ********* would make such a deal out of password update. I went ahead to say that my password was not recognized and I needed a new one. Then came the shock. I was not dealing with ********* at all.Just Answer revealed its ****** tactic and told me that I just agreed to a monthly self renewing contract to pay ***** Dollars monthly. I certainly have no intention to enter a contract that has no value to me and that I just can not afford. So I searched high and low on the displayed screen to reverse this trap. No chance. So I closed the window hoping this was the end of this hijacking event. Next day I detected the two charges, 66 and 2 Dollars on my master card. I contacted Just Answer by email requesting annullation and full refund. Instead I received a standardized answer that did not address my concerns at all.In my and all the other people's name I am hopeful that your interventions (You dealt with Just answer on that same subject t before) will eventually lead to better consumer protection in respect of this company.Thank you.

  

  Business Response

  Date: 10/02/2022

  Hello,
  
  We appreciate that you gave JustAnswer a try, and we're sorry that it didn't work out.
  
  JustAnswer is not the official customer service platform for Microsoft.  You likely clicked on an advertisement for JustAnswer which brought you to our site.  You would have seen JustAnswer branding when you posted your question. JustAnswer is a third-party question and answer site that provides verified Experts for many different kinds of categories, such as Legal, ************************* Appliances, Automotive, etc.  
  
  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, let me know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 10/02/2022

  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:10/01/2022

  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 signed up to Just Answers by paying $2 which was advertised. I was connected to the dryer technician through text and he sent me a ******* video to diagnose a problem which didnt get me started with the diagnosis. Later in the evening, I saw that there was a $2 charged and then a $40 charged to my credit card which threw me off. Upon googling about this company I realized it was doing this to everyone and saw several similar complaints. I was sent an email saying my $2 will be waived off and will be charged $40 for monthly membership which was not mentioned anywhere in the initial sign up. It was either deliberately hidden or carefully worded somewhere where people wont notice. I reached out to the customer care and that person said I was enrolled in the monthly membership. I asked for more clarity on where it was mentioned in the sign-up, she ended the conversation. I have canceled my membership now for which I didnt enrol. This is such a pain. I request the company to refund the $40.

  

  Business Response

  Date: 10/02/2022

  Hello,
  
  We appreciate that you gave JustAnswer a try, and we're sorry that it didn't 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, let me know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care
  ************************************************************* ********************

  Customer Answer

  Date: 10/02/2022

  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:09/30/2022

  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.

  They told me it was a 5 dollar fee I didnt know they would charge 50$ for a full month when I only had one question. I dont know how to get it back it keeps popping up an error when I try to go to their refunds page and Im pretty upset. Friday sept. 30 2022

  

  Business Response

  Date: 10/01/2022

  Hello *****,
  
  Thank you for reaching out to us and we'd like to make this right for you.
  
  We have canceled the $46 charge which also canceled your membership. 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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:09/30/2022

  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.

  I used the service to ask one question and I was under the impression it was a one time charge with a 5 dollar fee. I got charged again today and said I do not want to use the service and this wasnt clear and they charged me another 29$. I called the day of the charge saying i will not use the service again and would like my money back and they told me its my fault i didnt understand they were going to keep charging me even if i didnt use the service and refused to give me a refund. this site is a total scam.

  

  Business Response

  Date: 10/01/2022

  Hello ******,
  
  Thank you for contacting us and we'd like to resolve this for you. 
  
  We have canceled the $29 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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:09/30/2022

  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.

  September 29 I joined. I was under the impression that it was a five dollar fee. They then stuck in there that it was $65. Once I realize this immediately canceled my membership. I emailed them and they would not refund me. I asked one question and had the membership literally for a matter of hours. They are trying to bait and switch people by saying its only five dollars and then charging them $65. I would like my money refunded.

  

  Business Response

  Date: 10/01/2022

  Hello ********,
  
  Thank you for reaching out to us and we apologize for the inconvenience.
  
  We have canceled the 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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 10/01/2022

  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:09/30/2022

  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.

  Just answer is maliciously deceptive into leading into an unwanted subscription. They continously post free or 1 dollar refundable initial consultation so PayPal information must be granted. Then you are charged with a subscription before even saying HI to a vet. Secondly it's complete malfeasance to offer vet care and then conveniently disclose after the completed subscription transaction.... that no medications can be prescribed............ just image the zealous joy of PI attorneys if a human doctor scammed people in this fashion

  

  Business Response

  Date: 10/01/2022

  Hello ******,
  
  We apologize that you had this experience with JustAnswer. 
  
  We've refunded the $30 membership charge. The funds should be made available to PayPal the next business day however PayPal 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:09/30/2022

  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.

  09/29/2022 I used just answer, and they stated it was only 1 dollar to get an answer on troubleshooting my device. After I entered my debit card info and got my answer, I checked my bank account and was charged 55 dollars for a monthly membership. They were unable to resolve all of my issues and became unresponsive, then told me to try warranting my device. If I had known it was going to be 55 dollars I wouldn't have used the service they claimed to give for just 1 dollar.

  

  Business Response

  Date: 09/30/2022

  Hello ******,
  
  We hear you and will be happy to resolve this concern. 
  
  We have canceled the 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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 10/01/2022

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