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:03/18/2025

  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.

  Unknown charges occurred for 8 months Aug -March

  

  Business Response

  Date: 03/18/2025

  Hello Anita, 

  Thank you for sharing your JustAnswer experience via BBB. 

  I understand that this might have caused confusion as to where the charges are coming from. I personally know how it feels to see unfamiliar charges taken out of my account.
     
  It appears that someone created a user account on JustAnswer with this email address, and asked the following question: 
     
  Customer: left phone in a family member car how to contact her
  JA: I understand you're trying to contact your phone that you left in a family member's car. Can you tell me the make and model of your phone?
  Customer: S****** F20 5G
     
  If you did not ask the above question on JustAnswer, it is possible that someone with access to your computer or email address asked the question. If the question was not asked by you, nor by someone whom you know, I will be happy to deactivate the user account. Simply write back specifying that you'd like the account deactivated, and I will process your request. 
        
  If I can be of further assistance, please let me know.

   

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

   

   

• Initial Complaint

  Date:03/16/2025

  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.

  On March 16, 2025, I noticed an unrecognized charge on my MasterCard of $46.00 from a vendor listed as JustAnswer.com on that same day. I called their 800 phone number and disputed the charge. JustAnswer.com is a subscription service I never signed up for, or wanted. I do not know how they got my credit card number, and I never authorized a charge. This is a scam. This company somehow latches on to credit card numbers and automatically creates a monthly subscription without the users' knowledge. They need to be stopped. I would also like to get back at least my $46.00.

  

  Business Response

  Date: 03/17/2025

  Hello Rick,
  
  Thank you for reaching out to us at JustAnswer. We apologize for any inconvenience.
  
  Upon reviewing your account, I see that you accepted our monthly membership offer when you posted your TV question. Please be assured that we only enroll customers in the membership if they choose to accept our offer. For your reference, here’s an example of the membership offer displayed during the posting process:
  
  https://********************************************
  
  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

  Date:03/16/2025

  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.

  O was looking for a law opinion regarding IPTV reselling companies. Before I can be answered, the chat lady indicated that there will be a fee for $5 and that will be refundable. The service was very good from the expert, but I was charged $46 instead $5! When contacted them, the do t give a dam and said that that is for a membership! I did not asked for it. The said that is in the pay page. If you said the service will be $5, you trust and don't read anything else. They are using.this to scam people, even the services satisfied the questions. I just want my refund!!!

  

  Business Response

  Date: 03/16/2025

  Hello Madeline,

  Thank you for bringing this to our attention.

  Creating the perception that JustAnswer is a scam, or illegitimate is never our intention, and we offer you our very humble apologies if this is how we came across to you. We understand how important it is to have clear information, and we want to help clarify things for you. When you posted your question on our platform, you enrolled in our monthly membership program. This membership is designed to bill automatically to ensure uninterrupted service. During the sign-up process, you would have seen a message similar to this: https://********************************************.
  
  I can see that your full payment has been cancelled. 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. In addition, the membership has been canceled from your end on 16-Mar-25. Moving forward, you will not see any recurring membership charges. 
   
  If you have any concerns or inquiries feel free to ask, and we'll be more than happy to guide you through it. 
  
  Regards,
  Bella
  JustAnswer Customer Care
  ********************** ** **************
  

• Initial Complaint

  Date:03/16/2025

  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 routinely lie to all their customers about what they charge for there services. They claim it costs 5 dollars and then take 65 dollars out of your account immediately. Seems like every other complaint about this company on here are similar. Considering the fact that this is demonstratively a standard business practice for the company an Attorney General somewhere ought to revoke this companies business licenses. What they're doing is blatantly illegal.

  

  Business Response

  Date: 03/16/2025

  Hello Ryan,
  
  We understand the importance of having clear information, and we're happy to assist you. If you will post your question on our platform, enrollment in our monthly membership program was required. This membership is set to bill automatically to ensure uninterrupted service. During the sign-up process, you would have seen a message similar to this: https://********************************************.

  Rest assured, no payments were processed as they were declined.

  If you have any concerns or inquiries, feel free to reach out. We're more than happy to assist you.

  
  Regards,
  Bella
  JustAnswer Customer Care
  ********************** ** **************
  

  
  

• Initial Complaint

  Date:03/14/2025

  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.

  I HAVE NO IDEA HOW THE GOT MY INFORMATION BUT I DID NOT AUTHORIZE ANY WITHDRAWS FROM MY ACCOUNT . AND WANT A REFUND OF 39.99. I HAVE NO IDEA WHAT THIS WAS FOR AND DO NOT KNOW WHO THEY ARE .

  

  Business Response

  Date: 03/14/2025

  Hello Dennis,
  
  Thank you for reaching out to us.

  We understand how important these funds are to you. However, you have contacted JustAnswer, an online paid question-and-answer service. The account associated with the email address you provided shows no recent activity or charges. It seems you may have been trying to reach a different company. If that is the case, we recommend contacting them directly for assistance.
  
  If the charge is from JustAnswer, please let me know how I can further assist you.

  Regards,
  Bella
  JustAnswer Customer Care
  ********************** ** **************

  Customer Answer

  Date: 03/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: The name was changed on my checking Pending To ****** ***** **** on the 39.99 .
  
  Sincerely,
  
  Dennis P***

  

  Business Response

  Date: 03/17/2025

  Hello Dennis,
  
  We understand how important your funds are to you, especially if you're unsure where they are going. We’ve reviewed the information you provided, and we did not find any charges on our end. Typically, when we do charge customers, the amount is a whole number, with no cents, unlike the charge of $39.99 that you received.
  
  We recommend calling your bank so they can tell you which company the charge is from. You can also ask them for more information so you can contact the company directly. However, if the charge did indeed come from us, please reach out to us to the email provided below so we can locate your account and assist you further.
  
  Best regards,
  Bella
  JustAnswer Customer Care
  **********************
  ************

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Dennis P*** THIS IS THE THIRD TIME THEY HAVE CHANGED THE NAME ON WITCH THE 39.99 WAS TAKEN OUT .  ***************.  WHAT KIND OF GAME ARE THEY PLAYING ?   DO THEY THINK IF THEY KEEP CHANGING IT I WILL GIVE UP !

• Initial Complaint

  Date:03/14/2025

  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.

  CONTEXT I understood I would be charged $5 to speak to a Just Answer attorney representative. This amount was disclosed during the chatbot exchange. I was asked to provide my method of payment prior to speaking to the attorney which I complied with. My debit card was charged $5, and I spoke to the attorney. My bank contacted me within a few minutes of speaking to the attorney to see if I initiated a $60 payment to Just Answer. My account was locked because I did not initiate the $60 payment. NATURE OF DISPUTE Just Answer processed my debit card for an unexpected charge of $60. I am asking for a refund of my $60. DATES February 12, 2025 I provided my debit card to Just Answer for the expected expense of $5. Moments later I received a notice from my bank that Just Answer processed a 2nd transaction on my debit card in the amount of $60 which I did not expect nor initiate. My debit card was locked. March 13, 2025 I tried resolving this matter with Just Answer on three occasions to no avail. I am seeking BBB's support at this time. Upon reaching out to the BBB I noticed Just Answer’s rating is B+ with 5000+ disputes filed against them of which 2360 of the disputes are billing related with a portion of those disputes resolved and directly related to the nature of my concern today.

  

  Business Response

  Date: 03/14/2025

  Hello Patricia,
  
  I'm here to help you resolve this matter. 
  
  I have located your account using your phone number and have refunded your membership 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,
  Vanessa
  JustAnswer Customer Care
  ************************ ** **************

  Customer Answer

  Date: 03/14/2025

  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,
  
  Patricia C*********

• Initial Complaint

  Date:03/14/2025

  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 3/13/2025 I agreed to a $5 fully refundable fee to get started, I was immediately charged $46 (that I never agreed to) I asked a question got a generic answer When i saw the charge in my account for 46.00. i immediately reached out and had 2 agents cancel our conversations while i was typing. I reached out withing a few hours of signing up. So I emailed and was denied. Now, after having read several complaints I’m seeing that this is a common issue. I’m only looking for a refund of the $46 pending charge, thank you

  

  Business Response

  Date: 03/14/2025

  Hello Ian,
  
  I'm ready to help. 
  
  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
  ************************ ** **************
  
  

  Customer Answer

  Date: 03/14/2025

  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,
  
  Ian W*******

• Initial Complaint

  Date:03/13/2025

  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 did a transaction for $5 to speak with an attorney which I am having. I authorized the $5 but did not know they were going to charge me a recurring charge of $66 for a monthly subscription. I did not see anywhere on the site about that additional charge. As soon as I found out which was the same day I did the $5 transaction on 03/12/2025 I immediately canceled the subscription. The charge of $66 is still showing on my bank account as pending. I contacted Just Answers and was informed that that is there policy to sign you up for a recurring monthly subscription. I am on a fixed income and do not have $66 nor even $6 in my bank to afford that nor did I want a monthly subscription. I only had one question that I needed an answer to. That charge needs to be reversed else Not only would I have to come up with $66 bur also an overdraft fee of $95. I feel the way they presented everything was fraud.

  

  Business Response

  Date: 03/14/2025

  Hello Sharon,
  
  Thank you for reaching out to us. I'm ready to help. 
  
  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
  ************************ ** **************
  
  

  Customer Answer

  Date: 03/14/2025

  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,
  
  Sharon R***

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  When I had a question about my Lively Jitterbug Flip2 cell phone I was told by JustAnswer that there would be a $1 charge, I was , therefore, totally surprised and extremely upset that I was charged $55 for their service, I did not see anything about this charge until it showed up on my bank statement. Since I am 78, handicapped and my income is from Social Security this is a financial burden to me, especially since their service cost more than the phone did.

  

  Business Response

  Date: 03/13/2025

  Hello Clinton,
       
  Thank you for bringing this to our attention.
        
  We understand how important it is to have clear information, and we want to help clarify things for you. When you posted your question on our platform, you enrolled in our monthly membership program. This membership is designed to bill automatically to ensure uninterrupted service. During the sign-up process, you would have seen a message similar to this: https://********************************************.
  
  As per your request, we're initiating the cancellation of your full payment today. 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.In addition, the membership has been canceled from your end on 13-Mar-25. Moving forward, you will not see any recurring membership charges. 
   
  If you have any concerns or inquiries feel free to ask, and we'll be more than happy to guide you through it. 
  
  Regards,
  Bella
  JustAnswer Customer Care
  ********************** ** **************

  Customer Answer

  Date: 03/14/2025

  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. Thanks to you, they refunded the $55.
  
  Sincerely,
  
  Clinton B*****

• Initial Complaint

  Date:03/12/2025

  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 3/12/2025 I agreed to a one time charge of $5, immediately my bank sent a fraud request showing that just answer.com had just charged me $46 that I did not agree to, not once but twice as well as the $5, Immediately The tech from just answer called, I informed him I was reporting the fraudulent charges to my bank at that time and closed call from tech. I contacted customer service, they cancelled account and claimed a refund was given with a confirmation #. Being upfront about these charges will prevent this from happening. Fraud alert from bank: 3/12 $46 JustAnswer.com 3/12 $46 pay*fx. JustAnswerc 3/12 $5 Just answer.com As long as refund is truly issued , I am satisfied and hope they disclose all fees before using a "bait and switch" on others.

  

  Business Response

  Date: 03/13/2025

  Hello Mark,
  
  Thank you for reaching out to us. We apologize for any inconvenience.
  
  Upon checking your account, I see that your membership payment has already been refunded. 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 Answer

  Date: 03/13/2025

  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,
  
  Mark J******