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:07/25/2023

  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 July 25, 2023 I asked a lawyer a question on JustAnswer.com and was told it would be a $5.00 charge. I did not sign up for a membership. After checking my bank statement this morning JustAnswer.com charge me the $5.00 fee for the question and an additional $46.00. I am not sure what this charge is for.

  

  Business Response

  Date: 07/26/2023

  Hello ******,
  
  I'm happy to help with your concern. I have refunded the $46 payment for you. The 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 the account because it was never finalized.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/25/2023

  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.

  I wanted to talk to a vet quickly for 1 dollar. I didn't know, however, that a monthly subscription would charge right away, and now I'm short on money. I suppose I missed the part about being charged a subscription, but I at least would think we'd have the option to choose whether we want the subscription or not. :')

  

  Business Response

  Date: 07/26/2023

  Hello ***,

  We don't intend for you to feel this way when using JustAnswer. I checked your account and found that you have used our service previously.  When you submitted your question you should have seen a Welcome Back screen with the cost of posting your question on the site.  JustAnswer is mainly a subscription service, where the monthly membership can be cancelled at any time. 

  JustAnswer charged you $29 for *********************************************** over 100 categories.  The one-off price of your question is $30.  We hope that you will give the service a try and see how convenient it is to have verified Experts at your fingertips.

  If you still require a refund, please reach out to me directly. 

  Best regards,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20371271
  
  I am rejecting this response because:
  I cancelled the subscription not more than 24 hours afterwards. As for me returning, I don't exactly recall using this service previously, it could have been my family members using my Gmail account. 
  Sincerely,
  
  ***************

  

  Business Response

  Date: 07/27/2023

  Hello,

  Thank you for your response. I have made an exception and refunded the membership charge on your account. Please allow between 3-5 business days for your bank to return the funds to your account.

  If you need further help, you can contact me at ********************************* or by phone at ********************.

  Thank you,
  ****
  JA Customer Care
  

• Initial Complaint

  Date:07/25/2023

  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.

  I was looking for legal advice on a ***** lease dispute with a property management company and found this site. When asking them they told me i would be redirected to a payment portal to only pay $1, so i completed payment only to be found that i was charged $53 for a monthly subscription service that was not disclosed. Had i known that I would have not continued with their services as there are much cheaper options online. I've taken screenshots of them showing that you are only going to be charged $1 (fully refundable) but that's a lie.

  

  Business Response

  Date: 07/26/2023

  Hello ******,

  I definitely want to rectify this concern for you. I have refunded $53 for you.  You should see the funds in your PayPal account in 2-3 days, or sooner.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/26/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/24/2023

  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 5/13 I contacted Just Answer Experts and paid my $5. I never spoke or corresponded with an attorney. I thought since I never was provided any services and was never told about any additional fees that I was . with them. On my credit card statment in June there were no fees that were billed to my account from **********************. Now, on my July statement there are 2 charges each one for $60. Again, I was never told about any $60 charges, never agreed to these charges and never received any services or even talked to an attorney. I would like my account to be refunded the $120. Thank you

  

  Business Response

  Date: 07/26/2023

  Hello *****,

  We apologize that you had this experience with JustAnswer. I have refunded two $60 membership payments for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/24/2023

  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.

  Date Transaction July 21, 2023 Company: JustAnswer Order # ********-56 I never agreed to any sign up fee or membership fee. Today I cancelled membership fee. I spoke to an on line chat supervisor. They refused to refund, and just repeatedly offered me a free doctor ******** after I had given them all the details. The following email explains fees misscharged:You were charged the one-time CA$2 join fee and the CA$66 membership fee (Order ID ************. Your membership will renew automatically and the membership fee will be charged each month until you cancel. You can cancel anytime via the membership panel in the My Account page to avoid future charges. No refunds unless required by law.This company lacks transparency. A doctor just typed to me on chat suggestions to avoid getting a UTI, then said to proceed further, there would be charges. I said, no, I decline. Then I closed chat. Today I look at my on line banking, and the charges of **** and ***** were withdrawn by this company. I feel I was misled, and did not give my consent, plus there were no services provided. Can you help me in getting a refund from this company please?

  

  Business Response

  Date: 07/26/2023

  Hello ****,

  We hear you and will be happy to resolve this concern. I have refunded the $66 charge for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/26/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/24/2023

  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.

  In May, I signed up with Just Answer for one issue (with a $1 fee and a $7 sign up fee which I was billed on 3/1 and 3/3). Afterwards, I immediately tried to cancel my membership online via the "Live Chat". Instead on 3/6, I was hit with another $60 fee and told my cancellation would be effective at the end of the month.Then I was billed $60 again on 4/3, which I did not notice and $60 on 5/2. I tried to cancel online again and was told the membership was cancelled. But, I was hit with another charge of $60 on 6/1. Again, I tried to cancel the membership and was told it was cancelled Then another $60 charge from Just Answer showed on my bank statement for 7/3. I got the same message online, but called customer service this time.Customer Service told me I had called after the end of the billing cycle for **** so I HAD to pay for another month.As much as I would like my money back - almost $250 for one question is a bit excessive - I just want IT TO STOP!!!!

  

  Business Response

  Date: 07/26/2023

  Hello ********,

  We are committed to doing right by our customers, so we would like to resolve this by providing a refund. I have refunded three $60 membership payments for you.  You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/27/2023

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/24/2023

  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.

  7/24/23 I used just ask before and when I found out they where the company that was going to help solve my problem I immediately cancelled my request. They are as bad as the person that scamed you. They do not fully expain their charges. It looks like it is going to cost you $5. However they charge you an additional amount like $50.00 and they set up your account to be billed monthly for their service. You have to make sure you go back and cancel the monthly fee. watch your account carefully to make sure they stop the monthly charge the monthly service fee is $55.

  

  Business Response

  Date: 07/26/2023

  Hello *********,

  We appreciate your feedback and would like to further explain the service to you.  JustAnswer is mainly a subscription service, but customers who would rather pay on a per-question basis can do that.  If you return to the site to use the service be sure to log in first, before you start to type up your question.  That way the site will recognize you and allow you to use the service on a pay-per-question basis.

  I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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 signed up for a membership with Just Answer and cancelled it in January 2022. I've since been billed $46 a month. Every time I've gone to cancel the membership, I saw the membership under my email address had been cancelled. I've since went back to see why they're charging me, and after speaking to customer service, my email was changed from my actual gmail account, to a new account ending in justanswer.com. It looks like they changed my email address without my approval to ensure they could continuously bill me without my being able to cancel, to the tune of $782. My first effort to address this issue led to the rep telling me this was weird, before going on hold, telling me that'd she call back in 30 minutes, and never receiving a call back. Another customer service reps tried to tell me they could not locate my account. Do NOT use this service due to these incredibly shady (there's another word I'd like to use here) billing practices. It is a scam. When you cancel, they change your account information and will continue billing until you make a fuss.

  

  Business Response

  Date: 07/26/2023

  Hello *****,

  We reached out to you earlier today from our customer care center.  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************
  

  Customer Answer

  Date: 07/26/2023

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/24/2023

  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.

  I agree'd to a $5 charge to ask a legal question through their website. They charged me that and then a $60 a month subscription fee. They would not refund that $60 subscription fee as "I accepted the legal answer." I did not, I was just being polite and unaware that would be an agreement on policy.

  

  Business Response

  Date: 07/26/2023

  Hello ******,

  
  Your happiness is our priority, so we apologize that we fell short. I see that you disputed the $60 charge and that it's being returned to you. I hope that I have addressed all of your concerns. Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************
  

  Customer Answer

  Date: 07/26/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/24/2023

  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.

  I called on 6/26/2023 to ask a question on social security, the charge was supposed to be $1.00 for a trial. They did not answer the question, I got every other question that I did not ask. Then I was charged $28.00 for the service and the again I was charged on July 21 for another $28.00. Then while trying to cancel the subscription, they wanted to charge another $5.00 for another trial membership.

  

  Business Response

  Date: 07/26/2023

  Hello ********,

  
  We'd like to resolve this for you ASAP.  I have refunded both $28 payments for you. You should see the funds on your end in 3-5 business days.

  I hope that I have addressed all of your concerns.  Please let me know if you need further assistance.

  Best regards,

  *** at JustAnswer *************

  ********************************************************** or call **********************

  Customer Answer

  Date: 07/26/2023

  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.
  
  Sincerely,
  
  *******************************