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:12/17/2023

  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 needed legal help asap on 12/8 and justanswer.com popped up. The chatbot asked me for more info and it said in order to have my question answered by a lawyer, I needed to pay $5. I paid the $5, but I just checked my bank account and they charged me not just the $5 but also a phony "membership fee" of $46 on top of that! I'm unemployed and don't have money to throw around. I chatted into ************* today and "*******" told me that I agreed to the membership because I was shown THIS WHOLE THING before agreeing. Are you kidding me? I would not have agreed if I was expected to read this ENTIRE thing and it's TWENTY-ONE POINTS over ten-thousand words [************************************************************]. She said there was no refund option, which is BS. With the number of questions JustAnswer gets at five dollars a pop from people like me, there's absolutely no ethical reason to be debiting an additional 46 bucks from my account. She wouldn't budge. You've got to be kidding me. Plus the lawyer's "answer" was barely helpful, took ages, and constituted common sense -- not legal help. I have great common sense, but I'm not a lawyer, hence the entire reason for my research to begin with. The whole set-up for this site is a bait and switch, and while I would have been more than happy to pay $5 for a legal question answered well, gutting me for another nearly 50 bucks when I'm already struggling is beyond the pale. Instead of preying on the urgent and desperate looking for help, why not just sell your questions for five dollars each and leave it at that -- AS ADVERTISED? They're not even truthful about their BBB rating -- which is an A not an A+ like it says on the website. Give me a break!

  

  Business Response

  Date: 12/17/2023

  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.
  
  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,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

• Initial Complaint

  Date:12/17/2023

  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 thought I was trying the service of "Just Answer" which provides online legal advise. It advertised $5 charge. I feel strongly this was deceptive and misleading. They buried the actual cost of the monthly membership which turned out to be $60. Then when I called the business to request a refund they said it is non-refundable. (Dec 15, 2023Order ID *************

  

  Business Response

  Date: 12/17/2023

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

• Initial Complaint

  Date:12/17/2023

  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 12/4/2023 I was searching the postallocations.com to verify an address for a post office in ********, ******. A bot popped up from Justaswer.com that they could get the answer to my question if I paid $1 via credit card but not to worry, as the $1 would be returned. I gave them the information and thought I would have the $1 returned. However, I was alerted by **************** of a possible fraud situation and to contact them immediately. I contacted the fraud department of ***** Fargo and we agreed to shut the card down. However, I discovered Justanswer.com charged $55 first and then $1. I have absolutely no way of proving that I agreed to the $1 charge, which was to be returned and I never agreed to the $55 charge. Can you help shut this company down because I believe that they are scamming people continuously?

  

  Business Response

  Date: 12/17/2023

  Hello ******,

  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 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,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

  Customer Answer

  Date: 12/18/2023

  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. This unscrupulous conduct as described in my attachment to Just Answer needs to be resolved on their side.  Their unscrupulous conduct of attaching to websites and signing people up automatically without my knowledge, caused me no end of pain.  I had to change over 100 website passwords and notify my frequent businesses of my new credit card information because Just Answer's conduct forced me to close the card.  I never signed up for anything as described here:

  
  TO:  **********************************,
  For the record the sequence of activity was as follows:
  Googled:Post Office Address for 97228.
  Received a list of addresses across ***************** from postallocations.com.
  While searching the list a ChatBot came up and offered to find the answer using JUSTANSWER.Com if I paid $1.  It stated further that I would receive the $1 returned to me automatically.
  I typed the question and waited for a response.
  Within 2 minutes, I received an alert via text my iPhone from ***** Fargo
  Subject: We've detected some unusual card activity From:Fraud Detection at 12/04/2023 09:48 AM PST This message was sent with high priority Contact Us.
  As you can see from the sequence, I never signed up for anything.  In addition, you need to refund the $1 as well.  I have no idea how your company hooked into the website for postallocations.com.  My opinion is that you have some very unscrupulous contractors working for your corporation and you need to weed them out.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/17/2023

  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.

  Today, 12/16/23 I was searching the internet for an answer to my question, the company "Just answer" said it would connect me to a tech and answer my question for $1.00 so I put in my debit card information and I immediately get a text from my bank stating that a charge occurred for $46.00. I had to dig for several minutes to find the customer service number and the operator tried to tell me that I had agreed to the charge. I was very upset as I specifically had red through the terms before entering in my information and the charge was clearly only $1.00. Not only did they immediately charge me the $1.00 but they also immediately charged me $46.00 which is a lot of money for me right now. Their fees are not clear to the consumer and then they make it difficult if not impossible to call and request a refund. This has been a complete waste of my time, not only have I not had my question answered but now I have a 2nd problem to resolve.

  

  Business Response

  Date: 12/17/2023

  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 the 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
  *******************
  

• Initial Complaint

  Date:12/17/2023

  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 spoke to Just Answer in November regarding my Kitchen Aid serial number. I agreed to pay $10, but nothing more. They wanted to charge me $30 for a quicker hook up. I declined. Then a month later I saw $53 on my ***** I called them and realized they charged me twice, telling me there was a monthly subscription. I did NOT agree to a monthly subscription. They agreed to reimburse me for $108, plus a $2 serv fee and cancel the subscription. I received a refund of $108, but the next day (Dec. 13) I was charged another $53 dollars! I called them and they said I had already been reimbursed! The recording said my membership was reimbursed and subscription cancelled, they are still are billing me! They actually told me to call my bank & hung up on me! An hour later, I am still on hold with my bank! DO NOT USE THIS SERVICE. Happy to take your money but horrible company!

  

  Business Response

  Date: 12/17/2023

  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: *************************************

  Your fees have already 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,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

• Initial Complaint

  Date:12/17/2023

  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 11/10/23 I asked a question online about fixing my zoom program. Just Answer popped up. In the chat I was told (and this is directly from the chat and later email) Remote tech support I will remotely connect to your computer and work on solving your issues while you watch. for the price of $5. There was no mention of a monthly membership. On 12/10 my PayPal account was charged *****. I later found out I was supposed to pay ***** a month. As soon as I noticed the charge I contacted PayPal to dispute. Within minutes I received a text from Just Answer saying I wouldnt be charged again but the ***** charge is still on there. Very fishy and a scam that should be shut down. I read the same complaint in several places including BBB on the internet. Ill pay the **** but expect the ***** that was fraudulently taken to be refunded. Had I not noticed this I would have been charged ***** a month, all for one question. Its obvious to me they count on people not paying attention.

  

  Business Response

  Date: 12/17/2023

  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: *************************************

  Your membership fee has already 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,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

• Initial Complaint

  Date:12/16/2023

  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 did an online search for a solution to my car not running right. I came across "Just Answer" and signed up with my credit card for an obvious $1.00 fee that was stated on the ad. The wording said "We need to charge your credit card $1.00" - so I agreed. I never saw any reference to any other fees - let alone a $34.00 fee. There was a reference that I should pay the expert if the advice was good - which I had planned to do - but a $34.00 per month subscription to JustAnswer adds up to over $400 per year for their "service". I suspect very few people would sign up for a $34.00 per month service if this fee was fully disclosed!I now see a $34.00 charge on my credit card that is not authorized.When I called JustAnswer, they say that the $34 charge was in the same agreement that the obvious $1.00 charge - but apparently this additional $34.00 charge was hidden somewhere in the agreement to charge the $1.00 authorized amount.It seems JustAnswer is very deceptive with their charges - I would NEVER have authorized JustAnswer to charge $34.00 for their service if I had known about it.

  

  Business Response

  Date: 12/17/2023

  Hello *****,

  We extend our sincere apologies for any inconvenience caused. It appears that you selected our monthly membership program upon posting your question on our platform. The membership is configured to bill automatically, guaranteeing seamless service. As part of the sign-up procedure, you would have encountered a message similar to the one below: *************************************

  Your membership fee has been refunded through a charge-back request from your bank, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.

  Best,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

• Initial Complaint

  Date:12/16/2023

  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.

  This business hacked my bank debit card and successive charges $46 x 2 and third one for $30 on one day. The bank flagged these fraudulent charges. However Ive been hacked 5 times this year. My bank card was closed and I have to wait a week for a new one. They were obviously getting to hit my account for large charges.

  

  Business Response

  Date: 12/17/2023

  Hello ********,

  Thank you for letting us know. I apologize for your experience.

  The account tied to the email address you shared here was never opened. Our records show that the payment failed. If you think this is in error, please reach out through my contact information so we can gather more information from you to find your charges.

  Best,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************

• Initial Complaint

  Date:12/16/2023

  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.

  The date was 12/14/2023. My computer was hacked, so I sought help removing a Trojan Horse. I saw the ad online saying you could ask a question for $1. I asked and they said they couldn't help. That was all. Today I found they charged me $55. I contacted customer service and they told me I joined for $55 monthly. I never intended to take out a membership with them. Especially for $55 a month. I told them that, and they kept saying I took out a membership, end of discussion. They eventually cut me off and told me to e-mail them. I want my $55 back, they tricked me into a membership and I want my money back.

  

  Business Response

  Date: 12/17/2023

  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.
  
  We have turned off your membership so no recurring charges will appear moving forward. Please reach out if you need further assistance.

  Best,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************
  

• Initial Complaint

  Date:12/16/2023

  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.

  A fraudulent charge appeared on my credit card recently. I wish to have refund and cxl the account.

  

  Business Response

  Date: 12/17/2023

  Hello ******,

  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 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,

  *****, JustAnswer Customer Care
  ************************************************************ or
  *******************