Business Profile

Ecommerce

JustAnswer

BBB Accredited Business B+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for Just Answer was created in June 2006, and a review of Just Answer complaints was completed in September 2024. Complaints on file state concerns with membership subscription.

Please note that Just Answer is a monthly membership-based service. BBB encourages users to review the following prior to using JustAnswer
Terms of Service (Section 9: Fees, Refund and Cancellation Policy)
Top FAQs
Membership
Payments/Billing

Read more

Complaints

This profile includes complaints for JustAnswer's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

8,312 total complaints in the last 3 years.
2,482 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/25/2023
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 found justanswer.com online. Shows 3 reputable looking lawyers (with full names) on call. $5 for first problem/question. I figured out-finally-that the "person" I was chatting with was a bot. Never answered if lawyer was licensed in my state. Pay pal immediately charged $51. I agreed to pay $5---I never agreed to a membership. After you pay, you get several pages of their rules--that it would take a lawyer to explain. I got a text from a "CC" who wouldn't give full name or acknowledge if licensed in *****---said "we do not give that info out." I said"-I need ***** attny" and "refund my money." I called their number. I think that was a person because difficult accent. She said" cannot get lawyer now-sent to escalation team-takes ***** hrs." (NOT what I had asked for.) I said "I want lawyer"--she said "sending to escalation-***** hours-have to get another call." I called Paypal-escalated-refunded same day. (But 2 hours waisted dealing with it.) I can scrub the internet for answers myself-I wanted to speak to a ***** based attny. Laws different in every state, so what's the point? Thankfully I used Paypal.
Business Response
Date: 08/25/2023
Hello B,

Thank you for contacting JustAnswer.

We're truly sorry for any inconvenience. While the Experts are allowed to use a profile picture that is not their real picture, every Expert on the site has gone through a rigorous admissions process and has had their credentials verified by a third-party verification service.

It looks like you accepted an offer to try our monthly membership program, when you posted your Legal 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 cancellation request. 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:08/25/2023
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.
On 8.24.23 I contacted JustAsk about a dishwasher issue. The cost was $5.00 which was refundable. I looked at my credit card statement this morning and they charged me $30.00. I contacted (chat) the agent at JustAsk and I was directed to pay another $5.00 for an attorney to talk to me. Then she sent me a link to pay the $5.00. Im not making that mistake again. I need my $25.00 returned.
Business Response
Date: 08/25/2023
Hello ********,

Thank you for contacting JustAnswer.

We're truly sorry for any inconvenience. It looks like you accepted an offer to try our monthly membership program, when you posted your Appliance 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 cancellation request. I assure you that moving forward you will not see any recurring membership charges.

If I can be of further assistance, please let me know.

Best regards,

******, JA Customer Care
************************************************************* ********************

Customer Answer
Date: 08/26/2023
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. In response to them sending a link with membership information, all the link did was take my credit card information. I had used this service before with no issues. I followed the same process as the first time, so the $30.00 charge was nothing that was mentioned or expected. Thank you for your time and diligence in promptly processing my complaint.

Sincerely,

*****************************************
Initial Complaint
Date:08/25/2023
Type:Order 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 scammed by being signed up to a membership I never agreed to. Close to $200 CDN.I initially used their service to have a question answered. Only to get the exact same answer when I did a ****** search myself before contacting JustAnswer. The answer was word for word when I did my ****** search....Like it was " copy and pasted " .This is not legitimate company!Thank you,****
Business Response
Date: 08/25/2023
Hello ****,
We're sorry that you didn't find the service helpful. JustAnswer provides access to verified professionals so that you can get an answer tailored to your specific situation.
It looks like you accepted an offer to try our monthly membership program, when you posted your Computer 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 cancellation request. I assure you that moving forward you will not see any recurring membership charges.

If I can be of further assistance, please let me know.

Best regards,

******, JA Customer Care
************************************************************* ********************

Customer Answer
Date: 08/26/2023

Complaint: 20521192

I am rejecting this response because:
I only agreed to pay the initial $2 charge. Their "membership " fee of $60 was hidden. See the many negative reviews this "company " has on tve web. I would never have agreed to pay $60 to use their service. In fact, being charged $2 for the service I got was disappointing enough. I want a full refund for the 3 months that they have scammed me.
Sincerely,

*********************
Business Response
Date: 08/28/2023
Hello ****,

I'm happy to help with your concern. I checked your account and found that the three $66 membership payments were refunded on 8/24/2023. You should see the funds on your end in 3-5 business days.
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: 08/28/2023
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:08/25/2023
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.
The site advertises that you can ask a question for $1, which I did, but not only did I not get a satisfactory answer, I was immediately charged $55 (on top of the $1) for a monthly membership that I did not request or agree to. This is a scam. The answer to the question that I asked was just a regurgitation of what I could find on ******* They did nothing to really help me and then scammed me out of $55 more.
Business Response
Date: 08/25/2023
Hello,
We're sorry that you didn't find the service helpful. JustAnswer provides access to verified professionals so that you can get an answer tailored to your specific situation. Thanks for giving our service a try, we do appreciate it.

We have processed your cancellation request. 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:08/25/2023
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 contacted them because I had blood in my urine. They asked me a few question and charged me $2 dollars before I talk to Dr. ***** was no mention of Dr *** or that the $2 dollars was for membership and that I would be charged a monthly member ship ***. I only became aware of this after the charge showed up on my card. I knew nothing about this and would have never given them permission had I known. This was clearly a scam.
Business Response
Date: 08/25/2023
Hello *****,

Thank you for reaching out to us.

In checking your account, I see that our **************** already cancelled your payment on 8/25/2023. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.

Please let us know if we can assist you further.

Regards,
*******
JustAnswer Customer Care
************************************************************** or *********************
Customer Answer
Date: 08/25/2023
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:08/24/2023
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.
The lawyer was alright. It didn't seem as though he read the conversation I had with the assistant prior as I had to repeat most everything I already answered in detail (very frustrating). But in the end i did get my answer, I would rate higher but... I noticed the "fully refundable" $5 they advertise to be connected to a lawyer, is just fluff, and they charge you a full $60 subscription, on a monthly recurring basis, as well (that I saw no mention of). I used their chat after to tell them I was under the impression that the 1st answer was $5, I want my account canceled, and my $60 refunded. Well they certainly canceled my account quick, not even an "Is there anything we can do to make you stay?", they know what they're doing is scummy, unethical, and false advertisement (unless they have some very fine print I didn't see, informing you of the $60 membership charge), and are happy to take your $60 and cancel your account (I'm sure most of their revenue is from mistaken subscriptions due to misleading customers with the "$5" charge to connect you with an expert. I have pictures of the chat but am unsure of how to upload them.
Business Response
Date: 08/25/2023
Hello *******,

We appreciate you taking the time to share your experience.

We've cancelled your payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.

Please let us know if we can assist you further.

Regards,
*******
JustAnswer Customer Care
************************************************************** or *********************
Customer Answer
Date: 08/25/2023
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:08/24/2023
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.
ON MON AUG 20, 2023 I REACH OUT TO JUST ANSWER TO HAVE A QUESTION ANSWERED FOR $5.00. I GAVE MY BANK ACCT #AND WAS DONE. YESTERDAY AUG 23, 2023 I NOTICED I WAS CHARGED $6O.00 AND TOLD WHEN I PAID $5 FOR THE ***** I BECAME A MEMBER. I WAS TOLD TO GOTO THE WEBSITE TO CANCEL BUT I DON'T HAVE A USER NAME OR PASSWORD TO LOGIN. THERE IS NO INDICATION ON THE **** TELLING YOU THAT YOU WILL BECOME A MEMBER FOR A RANDOM QUESTION. DECEPTIVENESS. IF I AM A MEMBER I SHOULD HAVE A LOGIN NAME AND A PASSWORD. I DID NOT WANT TO BECOME A MEMBER. THANK YOU.
Business Response
Date: 08/25/2023
Hello *******,

We understand your concern, and are happy to look into this.

I've refunded your payment. 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,
*******
JustAnswer Customer Care
************************************************************** or *********************
Initial Complaint
Date:08/24/2023
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.
On August 23 2023, I wrote to justanswer.com (believing I was asking for help from Spectrum) requesting assistance involving problems with my television. They charged me $39 when I did not go forward with communication about my need for their help. They also later advised me that I would be charged $39 each month going forward as a membership fee. I found all of this to be very confusing. I immediately wrote back and asked that they cancel my membership immediately. I hope they indeed have canceled my membership. I also believe they should refund the $39 charged to me since I did not go forward with their services,
Business Response
Date: 08/25/2023
Hello *******,

I'm happy to help with your concern.

I've cancelled your payment. Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account. When this happens the charge will just disappear from your account because it was never finalized.

Please let us know if we can assist you further.

Regards,
*******
JustAnswer Customer Care
************************************************************** or *********************
Customer Answer
Date: 08/25/2023

Complaint: 20518659

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:08/24/2023
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.
On 8/24 i went to the JustAnswer website and I was told by the representative ( bot) that I would be connected to someone to assist with my question after paying a $5 REFUNDABLE fee to PayPal but instead was charged $65 and no terms of agreement were provided as it took me directly to paypal "one click". Their message in paypal states you can request a refund if unsatisfied and discontinue future payments. I followed ******'s request to reach out to the company first and they said they could not refund this fee. I am looking for a full refund.Very misleading practices.
Business Response
Date: 08/25/2023
Hello *****,

Thank you for reaching out to us.

In checking your account, I see that your $65 payment has already been refunded from your end on 8/24/2023. The funds are made available to PayPal the next business day, however, PayPal 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,
*******
JustAnswer Customer Care
************************************************************** or *********************
Initial Complaint
Date:08/24/2023
Type:Customer Service 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 was not aware that if I did not cancel my Trial Period on JUST ANSWER I would AUTOMATICALLY have to continue to pay. When I received my **** card and saw that I was paying over $30.00 A MONTH, i immediately cancelled JUST ANSWER --BUT WAS CHARGED $66.00 ON MY NEXT VISA!!!i AM 83 YEARS OLD and am amazed that JUST ANSWER should do this!!!I am requesting a refund for both these payments. I have NEVER USED THE ***** and was very Naive in thinking that a trial period when over, would discontinue my connection with them!!!!!!Thank you for your help.
Business Response
Date: 08/25/2023
Hello ******,

Customer satisfaction is very important to us, so I am happy to help make this right.

We've refunded your payments. The funds are made available to PayPal the next business day, however, PayPal 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,
*******
JustAnswer Customer Care
************************************************************** or *********************

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