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:05/09/2023

  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 was online & trying to get a answer to a buying problem I was having. justanswer.com showed up, said they would charge me a $1.00 to answer my question. No mention was said or written that I could see or hear. ( I am 78 years of age, I wear hearing aids, but don`t always understand what I hear,) that I would be charged $55.00, be put on auto pay for that amount until I cancelled the subscription. So far it`s cost me $110.00 extra to get a $1.00 question answered! It took me a while to figure out how to cancel said subscription, with the help of a couple of friends, I cancelled that account subscription. Figured how to filed a complaint with BBB.org. These actions have put my bank account into overdraft problems, caused me much stress and frustration. THANKS

  

  Business Response

  Date: 05/09/2023

  Hello *******, 
  
  We're very sorry for any confusion.  JustAnswer is not the official customer service platform for Amazon. 
  
  You likely clicked on an advertisement for JustAnswer which brought you to our site.  You would have seen JustAnswer branding when you posted your question. JustAnswer is a third-party question and answer site that provides verified Experts for many different kinds of categories, such as Legal, ************************* Appliances, Automotive, etc.
  
  It looks like you accepted an offer to try our membership program when you posted your questions on the site. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  As a courtesy, we have processed a cancelation of your charges. 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 ************* *********************************** ********************

• Initial Complaint

  Date:05/09/2023

  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.

  Hi, actually i was so much worried about very important question that i searched on ****** to find the answer and i found just answer website to find a solution then i searched a question and their chat bot shows me to take membership which was 2 dollars and then i made my mind for buying it and i filled my card info and made payment but when i randomly checking my account then i saw i was charged 66 dollars without even asking me, i never bought anything of 66 dollars from just answer website and i talked to their agent ***** and she didnt help me to find a solution and disconnected my chat which was so rude. I was overcharged and they charged me 66 dollars through 2 dollars because they never told me that they will cut 66 dollars, they only shown 2 dollars and their customer support didnt resolve my issue so i asking your help please please sir help me with this because I only paying my expenses so hardly and they cut my extra money without asking me.

  

  Business Response

  Date: 05/09/2023

  Hello ******,

  I want to rectify this concern for you. I have refunded the membership fee. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.
  

  Best,

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

  Customer Answer

  Date: 05/09/2023

  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:05/09/2023

  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.

  I joined JustAnswer to ask a health related question. I was told it would be a one-time $5 payment that is totally refundable but was charged with a membership fee of $46 along with the $5. This fee was not made clear to me. I included a screenshot of the chat where it said just a $5 fee. I would like to get a refund for the $46.

  

  Business Response

  Date: 05/09/2023

  Hello ****,

  I apologize that you had this experience with JustAnswer. 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
  *******************

  Customer Answer

  Date: 05/09/2023

  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:05/08/2023

  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.

  The date is 5-8-2023, I got on Just Answer to ask a question and was prompted to put in my card information for a $5 charge. I was greatly angered when I was charged a $46 fee for a membership that they automatically enrolled me in. I spoke with **************** and was told that they lay out their policies and fees very explicitly. Which is so NOT the truth. I asked for a refund and was told I agreed to the charge because I put in my billing information. I would like a full refund as the website states if you are unhappy with the experts answer you can request a refund. I would also like to mention that I could not remove my own card information from my profile because once a card is put in it requires you to replace it with another active card. This site is a SCAM and I want my $5 plus $46 back in my account before Wednesday.

  

  Business Response

  Date: 05/09/2023

  Hello *****,

  I'm sorry but I haven't been able to find your account. I will have one of my teammates reach out to you from the site so we can find your account and make this right for you.
  

  Best,

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

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20034981
  
  I am rejecting this response because: the company has not gave ample time to review my documents and get this settled.
     
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/10/2023

  Hello *****,

  Thank you for your reply but I'm not sure I understand what you mean about ** not giving you enough time to get this settled.

  My records are now showing that you have received a refund for the charges made. Please reach out if you need further assistance.

  Best,

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

  Customer Answer

  Date: 05/10/2023

  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:05/08/2023

  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.

  I clicked on a link offering a $1 fee. There was no mention of a monthly fee. I specifically clicked the link for $1 and was taken to the application. It mentioned that I could get a membership for $5 and a monthly fee of $46. They made it sound like an option or suggestion. I asked my question, then signed off. My question literally took about 7 minutes. I then checked my bank account to confirm they only charged me $1, only to find that they charge me the $5 and $46. I assume this was a simple mix up. I went back to the website to cancel my membership, thinking because I only asked one question as advertised they would reverse the membership fee. I then called the company to let them know about the mix-up expecting a refund and to be charged correctly. They then told me they wouldn't give me a refund even though I canceled literally after one question as advertised. The question and cancellation took about 10 minutes total. They took advantage of me. Their website is deceptive. They advertised only $1 with a link that when clicked on signs you up for a membership. They made it seem like there would only be a $1 fee and did not clarify that you would automatically be signed up for a 1 month membership that they charged right away. They also told me that even though I did exactly what they offered by asking 1 question, they would not provide me with a refund. They simply kept saying that it was not refundable and that they sent a confirmation of my cancellation to my email. I explained to them that I specifically clicked on the link provided. They became rude and uncaring about the deception. I would simply like a refund for the $5 joining fee and the $46 membership. They can charge me the $1 they dishonestly advertised. When I came to the BBB for my complaint, I saw that this is a practice they do often. I would think they would fix it after the first few times. The repeated action suggests that they are doing it purposely in hopes that people will just accept it.

  

  Business Response

  Date: 05/09/2023

  Hello ********,

  I'm happy to help with your concern. 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
  *******************
  

  Customer Answer

  Date: 05/11/2023

  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,
  
  Folasade Shennaike

• Initial Complaint

  Date:05/08/2023

  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 5/9/2023, they took $35 out of my account. without me knowing. and when i tried to get a refund, they refused. then disconnected with me after my complaint.

  

  Business Response

  Date: 05/09/2023

  Hello *******,

  Thank you for giving us the opportunity to assist with your concern today.

  I will have your interaction with our CS team reviewed so this doesn't happen again. In the meantime, it looks like they did refund your membership fee and cancel your recurring charges. Please reach out if you need additional assistance.

  Best,

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

• Initial Complaint

  Date:05/08/2023

  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.

  Bait and switch, advertising $1 but then charging $55 for monthly subscription, which I cancelled immediately when no services rendered but still charged $56, worse they forced me to have to give up my phone to complete transaction after paying

  

  Business Response

  Date: 05/09/2023

  Hello *****,

  I apologize that you had this experience with JustAnswer.
  

  I'm not sure what you mean by making you give up your phone. This isn't anything we would do. I do see that your membership was refunded yesterday. Please reach out if you need further assistance.

  Best,

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

• Initial Complaint

  Date:05/08/2023

  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.

  This company is a scam operation. I clicked on JustAnswer's ad which popped up on April 1- I should have never done that but their ad was to answer a question for free; I took the chance. Once they have you on line they explain there was a $5 fee which I obliged. Once I gave my credit card info ... they not only charged the $5 fee but also another $60 membership. I was told they had a lawyer at the ready to answer my question so I waited and waited and waited ... after 20 minutes I hung up and cancelled my membership - or so I thought. May 1, I am charged another $60. I called JustAnswer and the guy I talked to, "****" said he refunded my money - even sent me a confirmation of the refund. I go to my bank - the $60 charge was gone but he charged my bank account $60 again. I called JustAnswer on 5/8 - got them to refund me the April 1 charges of $5 and $60 but I cannot get them to understand that they debited my account on 5/1 for $60 instead of issuing a credit to my account on 5/1 . I am no accountant but I think if **** had just reversed the charge and left it alone, all would be good with me today but he may have thought he needed to manually issue the refund too and in doing so, maybe their system rejected the manual refund after the membership was cancelled as a built-in safeguard, reversing the credit charge to my account to a debit charge to my account after the cancellation was processed - who knows, I just know I'm still out $60. . 4/1/23 - Join Fee ..................................... $05.00 ........ refunded 5/8 4/1/23 - Membership Fee ..................... $***** ......... refunded 5/8 5/1/23 - Membership canceled .......... $***** ...... negates 5/1 recurring chg? not sure 5/1/23 - Recurring Charge ................... $***** .... negated by 5/1 membership cancel ??5/1/23 ..manual refund.......................... (*****)..... reversed to debit as system safeguard ??? still owed $60

  

  Business Response

  Date: 05/09/2023

  Hello *****,

  Thank you for letting us know.

  It looks like you received a refund for $60 on May 2nd and then the other $60 and the $5 charge were refunded on the 8th. The funds are made available to your bank the next business day; however, your bank may take 3-5 business days to release the funds back to your account depending on their policy. Also, I have verified that the membership billing has been turned off and you will not receive any further recurring charges.

  Best,

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

  Customer Answer

  Date: 05/13/2023

  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:05/08/2023

  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 charged on April 10, 2023. I immediately went to Just Answer and Canceled. On May 4th, 2023, I was charged again. I called their 800 number. The person I talked to said I did not cancel, which is a lie. when I go to their website it states that the account was canceled.I would like to be reimbursed for the $46.00 dollars and $43.00 overdraft fees.************************** .

  

  Business Response

  Date: 05/09/2023

  Hello *****,

  Thank you for letting us know.

  I found a few accounts tied to the information that you provided here but I think you received your refund earlier today. If you still need assistance, please reach out through my contact information below.

  Best,

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

  Customer Answer

  Date: 05/10/2023

  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:05/08/2023

  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 Apr 8,2023 I needed help with my hotmail so went online & came across Just Answer. Started a chat. & for $2 they would put me through to a tech so I agreed. They reviewed my problem & said for $20 they would fix it so I agreed & again gave my card number. Later I checked my card balance & had been charged another $40 so I contacted them & found out its a membership which I do not want & did not see anything about it. I contacted ************** cancelled my membership but refused to refund. I would never have knowingly agreed to the $40 charge.

  

  Business Response

  Date: 05/09/2023

  Hello Joy,

  I want to rectify this concern for you. The membership fee has been refunded. I have also turned off your membership. Please reach out if you need additional assistance.
  

  Best,

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

  Customer Answer

  Date: 05/09/2023

  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,
  
  ***************