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:04/24/2023

  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.

  Today April 23 2023 I asked for some advice from just answer.com and was told i would get an answer for $5. I agreed to that. I checked my account and they also charged me for a monthly membership that I never agreed to or was told about for $46. I have tried to get in contact with them and i keep getting an error page when i go to the website and click on either contact us or support. I then had to cancel a membership that I never signed up for. Why can't I get in touch with anyone at this company? I am very frustrated and was charged for something that I DID NOT agree to.

  

  Business Response

  Date: 04/24/2023

  Hello *****,

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

  I refunded the membership and verified that your membership has been turned off.

  Best,

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

• Initial Complaint

  Date:04/24/2023

  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.

  I was seeking help from the company. I was told that there was a $1 consultation fee. After giving my card information they automatically took $1 and then $41. Telling me after the fact that it would be $41 a month! The expert I spoke also didn't tell me anything I didn't already know. Its a rip off! Plain and simple. It's actually stealing if you ask me! I authorized $1. Not an additional $41.

  

  Business Response

  Date: 04/24/2023

  Hello ****,

  I definitely want to rectify this concern for you.

  I have refunded the membership fee and verified that your membership has been turned off.

  Best,

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

• Initial Complaint

  Date:04/24/2023

  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.

  I did not consent for Just Answer to enroll me and charge me a membership fee. I have no documentation via phone message, email, or postmail verifying any sort of membership to me. I called customer service to rectify this situation, and they refuse to give me a refund.

  

  Business Response

  Date: 04/24/2023

  Hello ******,

  Thank you for letting us know. I will escalate your concerns.

  I see that you were able to refund the charge made against your account. I verified that your membership has been turned off so you won't see any recurring charges.

  Best,

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

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19975725
  
  I am rejecting this response because: Just Answer business practice is unethical and likely illegal.  The customer service representative was adamantly telling me she would not give a refund, I attempted to escalate this to a higher level, and she claimed the supervisor was "busy."  She promised me a supervisor would return my call within 30 minutes and that call never came. When I called back that *same* customer service rep was "reviewing" my record for nearly 5 minutes, and then tried to play trickery with me by asking me if I got what I paid for.  She then hung up in the middle of my telling her that I'd submitted a BBB complaint against the company.   I called right back and *suddenly* got an automated response granting me the refund.  Beyond absurd.  They could have done that right from the beginning.  My sense is that this business preys on people not noticing the unauthorized charges or not knowing how to navigate a refund.  Then, if the customer has the where with all that I did to call and question an unauthorized charge, it seems that this company is hoping to win at a game of willfulness with the customer.  I felt the representative was trying to tire me out, or break me down to accept the charge.  A customer should not have to do what I did to get a refund.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/25/2023

  Hello ******,

  Thank you for sharing that additional information.

  I have escalated your concerns to our Quality Team so this shouldn't happen again. Thank you for bringing this to our attention.

  Best,

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

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19975725
  
  I am rejecting this response because: they are not taking accountability for their unethical and possibly illegal practice.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/24/2023

  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.

  I went online to ask a question from JustAnswer. There was a $5 fee. According to JustAnswer, I agreed to pay $69. No I didn't! This was all via text. They sent an email stating I wasn't charged $5, but $69. If they had texted that info, I would have immediately stopped. They refuse to give a refund. I don't need or want a monthly service. That was very deceptive. I was not looking for an email from them. I was texting the lawyer. And, I only asked one question. They stated the bait and switch was bc I was a member before. I didn't remember that, but went back in my email and realized I had the same exact issue with them 3 yrs ago. Again, had they stated they were changing my fee via text message and before I corresponded with the lawyer, I would have shut it down. It's only been 4 days. There's no reason I can't receive a refund. They sent the email at 2:50pm. I was texting the lawyer at 2:49pm. I was not looking at my emails and according to JA it was too late to do anything. This is why I should have been given the opportunity to cancel when they made that determination.

  

  Business Response

  Date: 04/24/2023

  Hello **********,

  We don't intend for you to feel this way when using JustAnswer.

  I see that you have already received a refund for the membership fee. Please reach out if we can assist yo further.

  Best,

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

• Initial Complaint

  Date:04/24/2023

  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.

  March 5 $5 charge March 18th $39 charge April 18 $39 charge The lady told me on the phone the service was free and I would not be charged. The next day fees started occuring. I sent email to cancel and called they said they could refund the charges. The representative lied to me and I am out about $90. I have to change my card now

  

  Business Response

  Date: 04/24/2023

  Hi ****,

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

  I see that the charges have already been refunded. I verified that your membership has been turned off so yo won't see any recurring charges.

  Best,

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

• Initial Complaint

  Date:04/24/2023

  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.

  Site states $5 to join then $30 monthly if you stay. I joined for $5 then cancelled almost immediately. My bank is showing a $35 charge from JustAnswer. Before my bank would accept the initial $5 charge, they said this biz is giving them a fraud warning that I should take notice of, weird. Hopefully the charge is adjusted to $5. Feel swindled.

  

  Business Response

  Date: 04/24/2023

  Hello ****,

  I apologize that you had this experience with JustAnswer.
  

  I have refunded the membership fee and canceled your membership. Please reach out if you need further assistance.

  Best,

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

• Initial Complaint

  Date:04/24/2023

  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.

  with an Expert Get your answer in minutes Personalized help from verified Experts Unlimited chats, plus global travel protection and instant deals. Join for only $5. Cancel anytime.THIS IS WHAT IT SAYS ON THE FIRST PAGE OF THEIR WEBSITE. When I tried to get a refund for the $65 plus the $5 that I was charged, I was hung up on (live chat). I want my money back.

  

  Business Response

  Date: 04/24/2023

  Hello *******,

  Thank you for giving us the opportunity to assist with your concern today. I apologize that you had this experience with JustAnswer.
  

  I have refunded the charges made to your account and canceled your membership.

  Best,

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

  Customer Answer

  Date: 04/25/2023

  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:04/24/2023

  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.

  Deceptive business practices. I was told I would be charged a $1.00 fee to submit a question to a mechanic. There would be a $39.00 membership fee if I chose to continue using the service. I was on "hold" for 20 minutes with a "mechanic" that just repeated to me the same exact information I had provided. I immediately cancelled the service. I have a $1.00 and $39.00 fee that has been drafted from my account. After being on hold on the phone for ****************************************************************************************** a full refund. Worst experience ever. Complete SCAM.

  

  Business Response

  Date: 04/24/2023

  Hello ********,

  I apologize that you had this experience with JustAnswer.

  I have refunded the membership fee and canceled your membership. Please reach out if we can assist you further.

  Best,

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

  Customer Answer

  Date: 04/25/2023

  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:04/24/2023

  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.

  I have problems with a recently purchased Whirpool microwave. Thinking I was on their **************** website, a "bait an switch" link took me to JustAnswer. The wording indicated that I would be charged $5.00 which would be fully refundable. Shortly thereafter, I received a notice from my credit card company indicating that in addition to the $5.00, I was charged another $40.00. This was not authorized by me. I did not use their technical services and feel that I was seriously misled and taken advantage of. Filing a complaint directly with JustAnswer, they indicated that my subscription (which was never authorized) was cancelled and that I would not be receiving future charges.Having never used their services, feeling that they used a "bait and switch" tactic, I feel that their approach is very deceptive.Please warn others.

  

  Business Response

  Date: 04/24/2023

  Hello ****,

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

  I have refunded the membership fee and canceled your membership. Please reach out if you need additional assistance.

  Best,

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

• Initial Complaint

  Date:04/24/2023

  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.

  Just Ask not only took $5 for an answer they didn't give but took out payment for 2 subscriptions after we tried canceling. Canceled the card and they forced payment anyways after we reported to the bank. $70 wasted for scam subscriptions

  

  Business Response

  Date: 04/24/2023

  Hello ******,

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

  I have refunded the two membership fees and canceled your membership. Please reach out if you need additional assistance.

  Best,

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