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
06/05/2024
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,

***********************
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The date of the transaction is today, 5/30/2024. I agreed to $5 but the business charged me $65. The business lead me to believe that a $5 signup fee would allow me to ask a legal question and get legal advice. I was charged a $5 signup fee AND an additional $60 membership fee. I reached out to the business today to try and get this resolved but they told me they would not reverse the $60 membership fee. The Order ID ************. I see in the email they sent me that they were charging me $5 and the additional $60, however, this fee was not made clear prior to processing my payment.
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
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:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 29, 2024 I went of JustAnswer to get information on a lock. Their website said a charge of $2 would be needed. So I (foolishly) gave my credit card number. I checked and found that their charge was $66. So I immediately contacted them and demanded a refund and cancel of membership. They cancelled membership, but refused the refund the $66 taken from my credit card.
Business response
05/30/2024
Hello ***,
I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site.

Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership.
I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
Best,
*****, 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.
JustAnswer service has an issue with the way it offers services and hides the fact that its a membership service. I used the service to ask a question about a generac generator repair. I thought it was a one time payment for service. That is on me for missing the small print or notifications that its a membership. But this company doesnt send a confirmation of any contract, monthly emails, receipts or any other way to show you that your being charged monthly. So if you honestly thought it was a one time payment and didnt notice your CC being charged this company is very happy to collect your money every month. Im sure this happens on a daily basis and they are aware of the issue. How can a company charge monthly and not send you a payment confirmation or receipt? If they did this it would eliminate charges people were unaware of. Ive been charged over $400 for a question they never successfully answered. Im frustrated that Ive been what I feel scammed out of hard earned money. They can say that I accepted the conditions when I first accepted the service but they need to do better to notify people on a monthly basis that theyre paying for a service. I would like to be refunded for half of the payments
Business response
05/30/2024
Hello *****,
We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************
I have refunded nine additional membership charges and verified that your membership has been turned off. Please let us know if we can assist you further.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************
Customer response
05/30/2024
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
05/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Just answer has charged me $132 without me realizing it. It was not made clear that the service is a monthly subscription and they refuse to refund me. I want to be refunded especially for this month considering my account says my membership was cancelled before this second payment came out. I spoke with a customer service rep and they said the payments didn't go through and there is nothing to refund. My bank statements say otherwise. I emailed and got a lengthy response, in all seriousness, 30 seconds later. I'm convinced this was a template response given to anyone wanting a refund. No one looked at my account they simply said I didn't meet the criteria and they would not be refunding me despite the cancelled membership. I don't trust that they won't take more money out of my account.
Business response
05/29/2024
Hello *****,
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: *************************************
Our policy only allows us to issue refunds for charges made within the last 30 days but I have refunded the March membership charge and verified that your membership has been turned off. Please let us know if we can assist you further.
Best,
*****, JustAnswer Customer Care
************************************************************ or
*******************

Customer response
05/30/2024
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
05/29/2024
Complaint Type:
Billing 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.
5-15-2024 I was charged a monthly recurring fee to which I was never informed and never agreed to. When I called them, I was told it was a non-refundable fee. I demanded to speak to an executive who would refund my money and make certain I would NOT be charged a monthly fee ever again. They said I would hear from an administrative team within 24 hours. This company must never be allowed to deceive anyone else again by this unscrupulous phoney subscription technique. Many people will probably not notice the monthly charge and pay it and get no service help that they request.
Business response
05/29/2024
Hello Ken,
We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************
Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.
Best,
Julie, JustAnswer Customer Care
********************** or
************ ******

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