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:01/05/2023

  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 signed up for a $5 week-long trial period to ask legal questions to a lawyer from their website. I got the answers I needed before the week was up, and then I went to cancel my membership before it began charging me a monthly $60 fee. However, before doing this, I saw that they had instantly charged me the $60 in addition to the $5 trial fee on the very same day. Nowhere on the sign-up page did it say I would be charged a $60 membership fee. It only said $5.I'm happy to pay the $5 fee, but I want the $60 fee refunded to me.

  

  Business Response

  Date: 01/05/2023

  Hello *******,
  
  Thank you for reaching out to us. I'm happy to help with your concern.
  
  I've refunded your payment. The funds would have been 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 *********************

  Customer Answer

  Date: 01/06/2023

  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:01/05/2023

  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 visited JustAnswer website on December 4, 2022 to ask for help to unlock my hotmail account. My understanding was they will charge me $1 to try on. After I gave all my credit card info I found out that was a membership program but the membership can be cancelled anytime. I did receive some suggestions to unlock my hotmail account; however, they were not helpful at all. I called JustAnswer right away on Dec. 5th to request a membership cancellation. However, they still charged $46 membership fee on my credit card on Dec. 7th besides $1 on Dec. 5th. If $46 is a fee to answer the first question, then they should not advertise $1 to try on. Today I received an email telling me my membership was cancelled. They should refund me $46, the membership for December 2022.

  

  Business Response

  Date: 01/05/2023

  Hello *****,
  
  We apologize for any inconvenience and I'm happy to help with your concern.
  
  I have refunded your payment. The funds would have been 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 *********************

  Customer Answer

  Date: 01/05/2023

  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:01/04/2023

  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 November 30th 2022. I was in dire need of info in an emergency situation. Just answer came up through an ad and it said 5$ to speak with a 24/7 specialist. Not mentioning anything about the subscription they put me on for 46$ a month. I didn't even receive a helpful answer in time my wife was losing too much blood during a miscarriage. The site is setup to take advantage of people in dire situations. I would like a refund for the 46$ charge November 30th and again on December 30th. Please change your website to be more clear that you are signing up for a membership. True scam artists.

  

  Business Response

  Date: 01/05/2023

  ******************,
  
  We are committed to doing right by our customers, so we would like to resolve this by providing a refund. 
  
  I've refunded the membership charges. The funds would have been 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:01/04/2023

  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 had a question in December about a ****** account (mom's.) I paid $1 to sign up, then paid $20 for a service I didn't receive. I talked to their customer service people, and they explained the $55 charge was something I agreed to by using their service. I thought this was a one-time deal. I did not realize I would be charged $55 every month for a service I am not using. I asked to cancel my subscription, which they did. But I want the second charge of $55 refunded.

  

  Business Response

  Date: 01/05/2023

  Hello *****,
  
  We hear you and will be happy to resolve this concern. 
  
  I've cancelled your payment. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer Answer

  Date: 01/05/2023

  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:01/04/2023

  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 signed up for a $5 trial. The "lawyer" who answered gave me a totally bogus answer to my question. I immediately cancelled my trial period within an hour of signing up due to their site being a total scam. A chat agent told me I've been charged for a full month ($60) then hung up on me. I entered their site through another promo site and only agreed to a trial period since I've had very poor service from them in the past. I attached a screenshot of the email they sent me stating that they decided to charge me for a full month instead of the $5 plus the $60. Their site has been altered to not display information about the trial offer.

  

  Business Response

  Date: 01/05/2023

  Hello *****,
  
  We apologize that you had this experience with JustAnswer.
  
  Upon reviewing your account, **************** already cancelled your payment on 1/4/2023. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:01/04/2023

  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.

  I utilized JustAnswer once on January 1st. When you agree to have your question answered, the bot states you will be charged a $5.00 one time fee. Instead, I got an email that said since I was a former member, they went ahead and reinstated my $69 membership. I spoke with customer service who refused to admit they signed me up for an unauthorized membership or refund my money. They only offered to cancel a membership I did not sign up for. They also did not send the chat log I requested once the conversation was completed. Looking through the first five complaints againt them on this site, there is a trend of this happening. I want my money back or to be only charged the $5.00 I agreed to pay.

  

  Business Response

  Date: 01/05/2023

  Hello *****,
  
  Thank you for reaching out to us at JustAnswer. 
  
  I have refunded your payment. The funds would have been 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 *********************

  Customer Answer

  Date: 01/05/2023

  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:01/04/2023

  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, Jan 4, I was looking for information regarding alternative drugs to prednisone. Their website indicated they would answer my questions for $5. Instead, I was charged an additional $46 for a 1 month membership, which I did not want and didnt ask for. I canceled my membership, but was not able to get the $46 monthly membership fee canceled. Their website is very misleading about fees. I was willing to pay the $5 fee for the contact, which gave me no useable information. I had no interest in a monthly membership. They charged me anyway.

  

  Business Response

  Date: 01/05/2023

  Hello ******,
  
  Thank you for reaching out to us and we're sorry for any inconvenience. 
  
  In checking your account, I see that **************** already cancelled your payment on 1/4/2023. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

• Initial Complaint

  Date:01/04/2023

  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 moved to *********** and to a new house on 5/2/2022 and evidently asked Home Repair-Just Answer a question on line regarding a light on my stove. I was to be charged $1.00 for information.. Since that time they have been charging my credit card $28/month and take no responsibility.

  

  Business Response

  Date: 01/05/2023

  Hello ****,
  
  We apologize that you had this experience with JustAnswer.
  
  We've cancelled the most recent charge which cancelled your membership. 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.
  
  We've also refunded the other membership payments. The funds would have been 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:01/04/2023

  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.

  I contacted Justanswer through the *** website. I was just asking where a local ********** was located. I agreed to $1 fee and cancelled my membership immediately. I was bill another $50, 5 days later. I called to say I did not understand the $50 was for 1 question. I was told there were no refunds. The fees were very misleading and they did not help at all when I contacted them.

  

  Business Response

  Date: 01/04/2023

  Hello Don,
  
  Thank you for contacting JustAnswer.
  
  JustAnswer is not the official customer service platform for the IRS.  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.  
  
  The membership bills automatically to avoid disruptions in service. I have opted you out of the membership.
  
  As a courtesy, I have processed a refund of your most recent charge. 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 Answer

  Date: 01/05/2023

  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:01/04/2023

  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 recently posed a question on a website call Ask A Vet, which states that it is powered by Just Answer. The website clearly asks for a $5 joining fee, plus $35/month if the membership is not cancelled. I spoke with a fantastic vet and vet assistant. When I logged into my bank account, I noticed that I was charged a $16 fee and and $19 fee from Just Answer. I spoke to a representative from that company who INSISTED that I had posted a question on Just Answer and that I had agreed to these charges, which was not the case. I never even visited their classic Just Answer website. Despite me offering to send screen shots of the website I used and the conversations I had confirming what I signed up for, the company refused to refund my money. The representative from the company was rude and unhelpful asking me the same canned questions over and over again. I confirmed my email and phone number at least 5 times and answered the questions "what would you like to have happen?" several times. The vet who I did speak to communicated thru text, this conversation was then clearly pulled to the parent company just answer and posted. I have no problem with this, but I would caution that others might. I am asking for a refund for the money I was charged for Just Answer as I NEVER agreed to their charges or signed up for anything from their website.

  

  Business Response

  Date: 01/04/2023

  Hello,
  
  We apologize if there was any misunderstanding or confusion as to how our membership is acquired, but only the customer can enroll in one of our membership plans, it's never done automatically by the site. There are a few places the customer has to click in order to enroll in a membership plan. 
  
  The Offer Details page explains the payment terms and that you're authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment. Also provided are instructions on how to cancel.
  
  Although JustAnswer's terms of service state that there is a 30 day refund policy, as a courtesy to you, we've refunded the membership payment. They should show back in your account within 3-4 days, maybe sooner depending on your credit processor.
  
  Thank you so much and have a wonderful day.If I can be of further assistance, please let me know.
  
  Best regards,
  
  ******, JA ************* *********************************** ********************

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18682628
  
  I am rejecting this response because: 
  

  I would like a refund for ALL the money I was charged. The $19 membership fee and the $16 joining fee that I NEVER agreed to pay. Please also refund the $16 I did not sign up for. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/05/2023

  Hello ******,

  I have refunded the join fee. You should see them in your account within the next 3-5 business days.

  Best,

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

  Customer Answer

  Date: 01/06/2023

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