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:02/16/2024

  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.

  I cancelled this service in December. Billed again 1/01 $46.Tried to reach them (twice) to confirm cancellation and get refund. **** asks for my issue and then sends me a form to join...which I do NOT want to do.

  

  Business Response

  Date: 02/16/2024

  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, let us know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************

• Initial Complaint

  Date:02/16/2024

  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 agreed to pay $5 for a question that I asked this business. It was not made clear in any way that any additional charges to my credit card would be incurred without my initiative. Despite this I was charged $46 on three occasions since. I ignored the first one as I assumed it was erroneous. Yet, now two more charges have suddenly appeared. I have in writing dated from November 28, 2023 that I was unsatisfied with the s***** customer service I received from the so-called expert who was connected to me. I immediately asked "How do I get my $5 refunded" (within 8 minutes of receiving my first text message) as an expression of how disappointed I was at the absence of usefulness I encountered. I waited way too long on the phone just to get connected to a call center who told me that my 'subscription' was not refundable. This is ********. I never subscribed to anything, I never used the f****** website since I asked a single question. This is outright fraudulent for a company to set me in contact with with their service and to outright refuse me any information on how to discontinue unsatisfactory service with a hidden fee. I called customer support and it was obviously in an overseas call-center where they told me that my monthly fee was not refundable. This is entirely a pernicious, fraudulent and outright scummy business model to say you can provide expert information for $5 then to charge $46 for the next three months without making it clear that getting one question answered was going to result in that. I am ****** off and I might contact my bank to discuss the legal basis in which this counts as criminal activity if I do not get a satisfactory response from this deceptive business.

  

  Business Response

  Date: 02/16/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:02/16/2024

  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.

  I have gone online and put in that I was having issues with my kindle fire and their company popped up. I contacted them and inorder to start I had to pay $39 and I did. They could not fix my issue and they moved me to another departmnet where they said I need to pay another $46 to fix the issue. I paid both and my issue was not fixed. They could not fix my issue and I request a refund I did not get my answers to my questions. They said they refunded the $39 I do not see it on my bank account but the $46 charge was not refunded. Complaint taken in dictation by BBB rep **

  

  Business Response

  Date: 02/16/2024

  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 payments have 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, let us know and I will promptly assist you.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:02/16/2024

  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 signed up for a$5fee charge but was then charged additional money that I was not aware of. Then I said I would like a refund and cancel my membership so they canceled my membership within five mins of talking to them and then not giving me my refund. So I was just charged over $50 by these people and havent even used there services. This is wrong.

  

  Business Response

  Date: 02/16/2024

   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 Legal question. The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, 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. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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:02/16/2024

  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.

  I contacted this company this morning. I believe their advertising and the way they conduct their business is misleading.I had a specific question I wanted answered. I was told there was a joining fee of $1 and a monthly fee of $46. When I paid, I was under the impression I could try the service for $1. Perhaps this was my mistake. I decided it was okay because the chat box told me the technician would be able to answer my question. I thought it was worth paying $46 to have my questions answered. The technician could not answer my question. I asked for a refund and was told they are under no obligation to answer any questions! This is misleading. And I would like a refund. My order number was 40630532-800 I have read online that many others have been tricked into paying $46 thinking they were only paying $1. If this company said to answer a question it would cost $45, I don't think many people would be prepared to spend that for one simple question. This is why I think their way of doing business is misleading. And they know it. And that's why they won't give a refund. Any normal business, with good ethics, would give a refund to people who had been on their site for less than 30 minutes, most waiting for a technician to respond.

  

  Business Response

  Date: 02/16/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer Answer

  Date: 02/17/2024

  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:02/16/2024

  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 Feb 16, I went to their website and asked a law question because they said it was only '$1'. However, it automatically charges me 55 after I enter my credit card information for the 'Membership' while then have never mentioned it. I immediately canceled the membership and I have received an email notifying me that such cancellation has been processed. However, I still got charged that 55 with an answer I doubt to be generated by AI. I am here to ask them to refund that $55 and stop any further future charging.

  

  Business Response

  Date: 02/16/2024

  Hello,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. We want to clarify that while we utilize artificial intelligence technology to enhance our services and provide efficient support, we are not solely operated by AI. 

  It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************

  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  

  
  

  Customer Answer

  Date: 02/16/2024

  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:02/15/2024

  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 had a question about my drivers license the customer service told there would be a one time $1 fee & directed me to payment. I put my payment info in & checked my account & saw I had been charged an extra $55 for a membership that I didnt ask for nor was told about. Advertised a one time fee of $1. I cancelled right away and received no advice or got any answers from them before cancelling. I plan on contacting credit card company to try and block the charge. Sneaky and deceptive way of doing business.

  

  Business Response

  Date: 02/16/2024

  Hello *****,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your Traffic Law question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:02/15/2024

  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.

  On Feb. 15, ****************************************** touch with Ourtime. I was taken to a link to JustAnswer and clicked. It seemed normal. I gave some information and was told that for $1, I could talk to a tech person. I paid the one dollar (I thought) on my PayPal account. Later I was horrified to see that, according to my PayPal account, I had been charged $55.00 for my first month's subscription to Just Answer. NOTHING was said about any of this. I did not click on an I subscribe button nor did I agree to pay $55. Nothing came up on the screen. This is a scam and it's theft. How can they be allowed to trick people into going into their PayPal account and charging them $55 for a subscription the consumer knows nothing about? This is the worst scam I've ever encountered. Please help!

  

  Business Response

  Date: 02/16/2024

  Hello ****,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:02/15/2024

  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 check my bank account on February 15, **** and I noticed a pending transaction for a number/website I have never even heard of. No call, no message, no email, nothing was done to contact me and verify whatever it was that was "purchased".I would appreciate it if any and all contact, transactions, and other activities would cease immediately. I have no desire to start or continue working with this business. Thank you.

  

  Business Response

  Date: 02/16/2024

  Hello *******,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your Bird Vet question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

• Initial Complaint

  Date:02/15/2024

  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.

  I called ****** because I couldn’t open my **** **** litter bucket. ****** chat person told me to contact Just Answer. She said it would only cost $1, which would be refunded. I just discovered that I was billed $1 AND then an additional $55! I NEVER would have used this app if I’d known it was going to cost so much. ****** out and out li d to me and I am outraged. I did file a dispute with ******** ******* about this charge.

  

  Business Response

  Date: 02/16/2024

  Hello Carolyn,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have processed your refund request. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  Angela, JA Customer Care 
  *********************** ************ **** **
  
  

  Customer Answer

  Date: 02/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did Not click on something to sign up for a subscription, or if I did, you made it so confusing that I inadvertently clicked on it. You need to make it extremely clear when someone goes on your site that they do NOT need to sign up for a subscription to your service.
  
  Sincerely,
  
  Carolyn *****

  

  Business Response

  Date: 02/20/2024

  Hello Carolyn,
  
  Thank you for your reply.    
  
  We apologize if there was any misunderstanding or confusion as to how our membership is acquired, but only the customer can enroll in one of our membership plans, it's never done automatically by the site. There are a few places the customer has to click in order to enroll in a membership plan. 
  
  As a courtesy, we have cancelled your most recent charge. Credit and debit card transactions typically take one business day to be completed. Since we initiated the cancellation of your deposit so quickly, 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. You will not receive a credit back to your account since a charge was not processed, but the authorization shown on your card statement should drop off your account by the time you receive your next billing statement, and it'll be as if the transaction never occurred.
  
  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 
  *********************** ************ **** **
  
  

  Customer Answer

  Date: 02/22/2024

  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,
  
  Carolyn *****