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:05/12/2024

  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 have used this forum to get some doctors help and paid n I then discontinued the service today i have got a transaction done from my debit card which I haven't used kindly refund me my amount n remove me from the charging system... I m attaching the evidence.... Kindly plz help me out

  

  Business Response

  Date: 05/13/2024

  Hello ******,
  
  I'm pleased to assist you with your issue.
  
  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,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:05/11/2024

  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 May 11, 2024 I reached out to Apple to get assistance updating information for my Apple Account, which for some strange reason would not let me change my address and payment information. Apple directed me to the Just Answer site for help. I described my issue to them and they told me there would be a $1.00 charge to my card which would be refunded. There was no mention of a membership fee. I then got a call from a tech support person who did help me resolve the issue, but it took 24 minutes for him to resolve it. I was very dissatisfied with both JustAnswer and Apple. Very poor customer service all around. After resolving my issue I noticed I had an email from JustAnswer which said I had created a membership account with them and, "You were charged the one-time $1 join fee and the $55 membership fee". There was no mention of this membership fee on my initial phone call with them. And there was no mention of this membership fee when I submitted my initial question. I immediately canceled the membership after resolving my issue. This charge was not authorized by me. This was a scam, pure fraud. Apple should be ashamed for directing people to them.

  

  Business Response

  Date: 05/12/2024

  Hello ******, 

  Thank you for sharing your JustAnswer experience via BBB. 

  I'm so sorry to find out about your overall experience with JustAnswer. This is not what we wwould like to create for you at JustAnswer. It appears that you have agreed to our monthly 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: 
  
  *************************************

  Moreover, JustAnswer is a customer-paid question and answer service. Our goal is to help people save their time and money by providing 24/7 access to ******+ verified Experts in 150+ categories for a fraction of the cost of in-person professional services. While we do have Experts that can answer your Software question, it appears that you meant to connect with Apple for assistance.     
  
  As a courtesy, your question has been closed and your payment canceled on 5/12/2024. Please note that a payment did not process, only an authorization of funds was processed. An authorization is a hold that your card issuer places on your funds and is not an actual charge. 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 me know if there is anything else I may assist you with and I would be happy to help. 
  
  
  Kind regards, 
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

   

   

   

  
  
  

   

  Customer Answer

  Date: 05/12/2024

  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

  Date:05/11/2024

  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.

  On 5/11 used there service, was told only a $5 refundable charge, then they charged an additional $30, tried to print off a receipt of what I paid, but their website kept redirecting me to other pages

  

  Business Response

  Date: 05/11/2024

  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payment  has been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 05/12/2024

  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

  Date:05/11/2024

  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 went on Pet Just Answer.Com to get some information about my pet ingesting a raisin. I saw where they charge 5.00 for an answer from a professional. I clicked on the agreement and was charged ***** for a membership that I did not agree to. Apparently somewhere towards the bottom of the page there is an additional ***** charge that is not made apparent in the paragraph where the 5.00 charge is being made. I didnt realize the ***** charge until I clicked on Apple Pay. The way this fee is being presented is very misleading. Id even venture to say is fraudulent. I requested my money back immediately but Pet Just Answer refused. This transaction posted to my account on May 10 but it occurred May 7th

  

  Business Response

  Date: 05/11/2024

  Hello Zelda,
  
  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 Vet 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 most recent charge. 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 
  ************************************************************* ********************

• Initial Complaint

  Date:05/11/2024

  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 called ******* about My TV. and somehow ended on their page. it said I would be charged 1.00. refundable! talked with a technician. was never told about any other charge. I looked at My checking account and found I was being charged ***** and *****. the next day the ***** charge went away. I called them . got the run around. asked My bank to dispute it. they said I need documentation. I have none. they just took My money without My concept. very shady!

  

  Business Response

  Date: 05/11/2024

  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 TV 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 most recent charge. 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 Answer

  Date: 05/15/2024

  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 I got a refund.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/11/2024

  Type:Sales and Advertising 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 had a mechanical problem with my 2018 ****** Titan . I reached out to Just Answer. They were to charge me 5.00 to have a mechanic call me and discuss the issue. I never got a call. They debuted my account ***** . Im sure they will continue to debit my account. I want a full refund of my ***** and I dont want my account ever debited again .

  

  Business Response

  Date: 05/11/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We appreciate that you gave JustAnswer a try, and were sorry that it didnt work out. As requested, your payment  has been refunded. The funds are made available to your bank the following business day and will appear on your next billing statement.
  
  If you have additional questions or concerns, please reply to this email and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:05/11/2024

  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.

  may 11th 2024 I was charged $30 for singing up to ask a question about my car and I was having car troubles and in a time of need I used this website. It said join for $1.00 and you could cancel membership at any time. So I did only to be charged $1.00 and then $30.00 was withdrawn from me. That is absolutely ridiculous and super frustrating they should be embarrassed of themselves, taking peoples money for absolutely nothing.

  

  Business Response

  Date: 05/11/2024

  Hello ******, 

  Thank you for sharing your review of JustAnswer via BBB. 
  

  I hope your day is going well. We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  
  *************************************
  
  Moreover, although your membership payment is not eligible for a refund under our Terms of Service, as a courtesy to you we have cancelled your membership payment. This is showing as 'reversed' or 'voided' 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. Moving forward, you will not receive any recurring charges. 
  
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.
  
  

  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  
  

• Initial Complaint

  Date:05/10/2024

  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.

  In August 2023 I used JustAnswer for 1 question. Somewhere in the T&Cs it required a monthly membership of $30/month that gets billed if I use the service or not. I never recieved a receipt or any commuincation from them. only when I reviewed my credit card transations did this get noticed.subscription service models typically send receipts, and are best used for services used often (e.g. appletv, ******** etc.). to me it's unethical to charge someone $30/month for a serive they never used. When I chatted to discussed I was dismissed and finally given a phone number to call and again was given the same run around.I'd like a refund but more importantly I believe they should, as ethical customer service, look at their dormant accounts to see who else is being charged that is not using their service. Additionally, a more ethical model would be to charge only when serives are used (e.g. each month it's used, etc.) as it's basically zero cost to them if their service is not being used.

  

  Business Response

  Date: 05/11/2024

  Hello,

  Thank you for sharing your JustAnswer experience via BBB. 
  

  We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  

  
  *************************************
  
  Moreover, although the membership is not eligible for refund as stipulated under our Terms of Service, as a courtesy to you, you have been issued a refund of your 8 membership payments at $30 each on 5/10/2024. The funds are made available to your bank the next business day. However, it may take 3-5 business days to release the funds back to your account depending on their policy. Moving forward, you will not see any recurring membership charges.
        
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.
  
  
  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************

  
  

• Initial Complaint

  Date:05/10/2024

  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 website Just ask one time and paid the given amount. I have since been charged repeatedly, some multiple times in one month. I have never authorized them to do so, and they were not transparent in the process of their business practices.

  

  Business Response

  Date: 05/11/2024

  Hello ****, 

  Thank you for sharing your JustAnswer experience via BBB. 

  We sincerely apologize for any inconvenience this may have caused. It appears that you have agreed to our monthly 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: 
  
  *************************************
  
  Moreover, although the membership is not eligible for refund as stipulated under our Terms of Service, as a courtesy to you, I have issued an additional refund of your 2 membership payments at $35 each. Previously, you had been issued a refund of your 2 membership payments as well. The funds are made available to your bank the next business day. However, it may take 3-5 business days to release the funds back to your account depending on their policy. Moving forward, you will not see any recurring membership charges.
        
  We do appreciate you for giving JustAnswer a try. If I can be of further assistance, please let me know.

  
  Kind regards,
  
  Violet
  JustAnswer Customer Care
  ************************************************************* or *******************
  

  
  

• Initial Complaint

  Date:05/10/2024

  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 googled "Consumer Cellular" bc I was having an issue with my phone. I thought I was on their website and gave my credit card info than realized it was the first company that showed up. I told them what had happened, cancelled and asked them not to charge the $45 monthly fee, awful. They keep giving the answer " I have cancelled and won't be charged any additional fees". I don't want the first one!

  

  Business Response

  Date: 05/11/2024

  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 most recent charge. 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 
  ************************************************************* ********************