ComplaintsforJustAnswer

Ecommerce

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Just Answer was created in June 2006. A review of Just Answer complaints was completed in September 2023. Complaints on file state that consumers pay an initial question fee and are later charged a unwanted membership fee.

BBB encourages consumers to review all material. Below are links to the terms of service that outline Just Answer’s policy concerning fees, refunds, and the cancellation. Just Answer is a monthly membership-based service. Monthly charges occur unless you cancel. Single question customers must cancel before 30 days to avoid incurring future monthly membership charges.

https://www.justanswer.com/info/terms-of-service
https://www.justanswer.com/info/terms-of-service#fees

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Initial Complaint
06/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Just Ask Lawyer to ask a mortgage company question. That was $5. The lawyer couldn't answer my question but emailed an outline of how to make a complaint. The outline wasn't relevant to my problem. They opened an account anyway and have been charging me ever since. It's been $109 so far. They provided no useful service to me.
Business response
06/13/2024
Hello Michael,
Our apologies for the inconvenience experienced. It seems you chose our monthly membership program when you submitted your question on our platform. The membership is designed to bill automatically, ensuring uninterrupted service. During the registration process, you would have seen a message resembling this: *************************************
Your membership fees have been refunded, and I have confirmed that your membership has been deactivated. If you didn't get the help you needed and need a refund for the bonus you offered to your Expert, please reach out through my contact information. If you require further assistance, please don't hesitate to contact me.
Best,
Julie, JustAnswer Customer Care
********************** ** ************ ******
Customer response
06/13/2024
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,

Michael B******
Initial Complaint
06/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have paid at a minimum $74.00 over two months I thought that it was an answer to one question for $5, and instead have been hijacked into this "membership". There is NO simply cancel anytime as was advertised because you can't track down where to do so. Somehow from their site, I ended up another page that wants to charge me an additional $37.00 to cancel AFTER I give THEM all my private bank info. This is not good, open, honest business practice.
Business response
06/12/2024
Hello Deborah,
We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: https:/******************************
I have refunded two membership charges and verified that your membership has been turned off. Please let us know if we can assist you further.
Best,
Julie, JustAnswer Customer Care
********************** ** ************ ******
Customer response
06/13/2024
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,

Deborah W********
Initial Complaint
06/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went online, asked a question on ****** and was then directed to the website JustAnswer. It stated on the main page of the website it would cost $5 to ask a question. I thought this was a reasonable fee so I typed my question in the chat box that appeared. I have since checked my credit card and see a $60 charge from JustAnswer. I called their customer service and they tell me this is the monthly fee for the membership, which I most definately didn't sign up for, nor was I made aware of at the time I asked my question. I thought the only fee I was paying was a one time fee of $5. The person that answered my question also did no mention a membership or the $60 charge. Customer service told me it was a non-refundable fee. How can it be non-refundable when I didn't agree to the charge in the first place? This is a terrible way to try and attract people to a business and as far as I'm concerned, pretty unethical.
Business response
06/11/2024
Hello Ileene,

We apologize for any confusion.

I've refunded your membership 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.

Please let us know if we can assist you further.

Regards,
Vanessa
JustAnswer Customer Care
************************ ** ************** *** **
Customer response
06/13/2024
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,

Ileene F***
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went on the internet looking for answers about a company raising rates when they have breached their own contract from day 1. I was directed to describe my situation as they would return to me with a lawyer to discuss things and I would be charged a $5 fee and would be able to have that refunded back. After my description and giving my information, I downloaded the app and proceeded to read where I would be continuously charged monthly for a membership I did NOT APPLY FOR at $46/mo. So, I was automatically charged with NO NOTICE and NO LEGAL INFORMATION STATING or ASKING "My Permission" to do so. I called and had to argue with customer service to refund a fraudulent charge by false advertisement as well as to inform them that I did NOT RECIEVE ANY RETURN ON THEIR END AT THIS POINT.How can a company LEGALLY charge a consumer through fraudulent activity, without permission, false advertisement - through MANY COMPLAINTS - and STILL LEGALLY carry on business?
Business response
06/06/2024
Hello,

Thank you for contacting JustAnswer.

We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.

As a courtesy, we have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.

I assure you that moving forward you will not see any recurring membership charges.

If I can be of further assistance, please let me know.

Best regards,

Angela, JA Customer Care
*********************** ************ **** **
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
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.
I found JustAnswer.com on the internet to ask about a porcelain doll my wife received from my grandmother. The website requested a $5 fee for asking a question but after entering in my credit card information billed me $65.00 for a monthly membership. Furthermore, an expert never entered into a chat with me to discuss the possible value of the doll, the site just continued to say they were locating an expert which never occurred. Bottom line is I was billed $65.00 for a chat with an expert that never occurred. I immediately cancelled my membership. Request a refund of the $65.00.
Business response
06/06/2024
Hello Sean,

I would like to address this issue for you.

I've cancelled your payment. 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.

Please let us know if we can assist you further.

Regards,
Vanessa
JustAnswer Customer Care
************************ ** ************** *** **
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is in reference to the online company called Just Answer. I asked one question and thought they would charge me $5 but instead, I was charged $28 for a membership. I did not know this was a membership type company or I would not have asked my question for accounting advice. This is poor business practice.
Business response
06/06/2024
Hello Chanda,

I'm glad to assist you.

In checking your account, I see that Customer Service already cancelled your membership and payment on 6/5/2024. 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.

Please let us know if we can assist you further.

Regards,
Vanessa
JustAnswer Customer Care
************************ ** ************** *** **

Customer response
06/06/2024
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. Thank you so much for stepping in to assist.

Sincerely,

Chanda K*******
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was told $5 to get my answer about my treadmill and was charged an additional $40 membership that was never mentioned
Business response
06/06/2024
Hello Ashley,

I'm glad to assist you.

In checking your account, I see that you've successfully cancelled your payment from your end on 6/5/2024. 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.

Please let us know if we can assist you further.

Regards,
Vanessa
JustAnswer Customer Care
************************ ** ************** *** **
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6-5-2024 at approximately 2:45pm I went to the Just Answer website to ask a question regarding prescriptions before I took 2 additional supplements. The screen shows a $1 charge to participate in this. It did not say anything about a monthly charge. I was then charged the $1 plus $43, signing me up for a monthly membership. I did not authorize this charge and I was told it would not be refunded. This is a complete scam. Do not put in your credit card information or they will continue to charge you.
Business response
06/05/2024
Hello,

Thank you for contacting JustAnswer.

We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your Pharmacy question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.

As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.

I assure you that moving forward you will not see any recurring membership charges.

If I can be of further assistance, please let me know.

Best regards,

Angela, J* Customer Care
*********************** ************ **** **

Customer response
06/06/2024
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,

Stephanie A****
Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i asked a question from justanswer and they wanted $1 so i gave it to them with my bank debit card. may 21st 2024 was the date-i just discovered now that they also took $28 and i have no idea why. i did not ask for anything else nor did they ask me other than did i want to send a bonus to the 'person' who helped me and i did not. all i want is the money back and stop doing this to me. if i cancel the debit card i will have to contact social security because my benefits go there and there will be a delay. also i dont live in ***, i am here now until june 8th only and my card would have to be sent to ***** and that takes forever. i need to pay for things here while i am here and i need to use the card. the bank is not willing to help me and suggested i call the website and from reading about them on your site i can see that is going to be a night mare. this place is getting a good rating from you and you should throw them off the site other than keeping the complaints so other people will not be duped.even if i take the money out of the account the bank will send it to them and then charge me an overdraft fee-i cannot stop them and they are not there now.i hope you can stop these creeps. they have been harrassing me with spooky messages and tried calling me too even before i knew about this. the reason i came to your site was to complain about that and then when i found out other people were being robbed, i checked my bank account and i too am a victim.
Business response
05/31/2024
Hello ****,

We're sorry for the experience you had with JustAnswer.

We've refunded your payment. The funds would have been made available to your bank/PayPal account the next business day; however, it 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 response
05/31/2024
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
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
may 2024 JUSTASK i asked my question, got answer. i thought it was 5$ one time .but i got nailed extra 55$ monthly membership fee that is only mentioned in fine print.unfair unfriendly
Business response
05/30/2024
Hello,

Thank you for contacting JustAnswer.

We're sorry for any inconvenience. It looks like you accepted an offer to try our membership program when you posted your question on the site. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.

As a courtesy, I have processed a cancelation of your charges. The funds are made available to your bank the following business day and will appear on your next billing statement.

I assure you that moving forward you will not see any recurring membership charges.

If I can be of further assistance, please let me know.

Best regards,

******, JA Customer Care
************************************************************* ********************

Customer response
06/01/2024
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,

***********************

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