ComplaintsforJustAnswer

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Additional Complaint 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)
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Payments/Billing

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Initial Complaint
02/04/2022
Complaint Type:
Product Issues
Status:
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.
While trying online to determine whether an email from Yahoo was an official Yahoo email or was fraudulent (spam), I was unexpectedly transferred to Just Answer!After paying a $1.00 fee, I was able to text a question asking if the email I received from Yahoo was an official Yahoo email or was fraudulentI received an answer that didnt answer my question! After several more attempts to get an answer, and replying that I just wanted to know if the email from Yahoo was official and replying that my question was NOT ANSWERED, I quit and ended the internet connection.However, I now learned I was charged $46 after replying that my question was never answered!
Business response
02/05/2022
Hello Don,

We're very sorry for any confusion. JustAnswer is not the official customer service platform for Yahoo.

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. Again, we're very sorry if it was not clear that you were posting your question on JustAnswer.com, instead of being connected with Yahoo.

In reviewing your account, I see that you accepted our monthly membership offer when you posted your question on our site. There are a few places the customer has to click in order to enroll in a membership plan. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
02/04/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In March 2021, I called JustAnswer for assistance on my Kindle. Their website is justanswer.com I did not agree to enrolling into their program. They claim they sent me an email outlining my enrollment and the related charges. I did not get that email and certainly did not agree to enroll.JustAnswer took unauthorized money from my credit card. They took $1.00 on 3/2/2021, another $46.00 on 3/2/2021, then $46.00/month the fifth of each month from April 2021 through January 2022. This is a total of $507.00. On January 11, 2022, I contacted *******************************, VP ************* saying I did not authorize this enrollment and asking him to provide records showing my agreement to open this account I also copied in **************** at the email ***************************** Neither ********************** nor **************** has responded. Additionally, I feel they are deceptive as their website indicates they are associated with Amazon/Kindle. If you ****** "help on my Kindle", their site comes up before even Kindle's site. They claim they have an A+ rating from the BBB.I am asking for a full refund of all charges in the amount of $507.00.
Business response
02/09/2022
Hello *****,
Thank you for your review. We appreciate your feedback.
We apologize for any confusion with our billing. The link below shows an example of the membership offer and fee structure displayed during the question posting process :
https://www.screencast.com/t/57zCVADE
JustAnswer is a membership website and we cannot sign you up for a membership, this is something the customer agrees to per the screenshot above. We send out emails explaining this also.
We will reach out to our Customer Support team to make sure your account was handled properly. We have opted you out of the membership and assure you that, moving forward, you will not receive any membership charges. If you need to make any changes to your membership, please use this link: https://my-secure.justanswer.com/managepearlunlimited
If you need any assistance with your account, you can reach our ************* team directly by E-mail at ************************************ or by Phone at **************
Best,
JustAnswer ************* Team
**************************************************************
Customer response
02/10/2022

Complaint: 16729704

I am rejecting this response because: Their own explanation proves my points... JustAnswer's reply states the outline of charges ($46.00/month) is explained on their website. While that *** be true, I never visited their website before filing my complaint. When I originally called Technical assistance nearly one year ago, I was not informed to visit their site to view future fees. Therefore, as I previously presented, they took unauthorized charges from my credit card.
They charged me more than $46/month for 10 months and are offering a three-month refund. That is not acceptable.

Sincerely,

*******************************
Business response
02/15/2022
Hello *****,
Thank you for your reply.
We're sorry to hear that you didn't read the screen as you signed up to ask your first question or any of the emails that we sent about the billing and TOS of the site.
If you need any assistance with your account, you can reach our ************* team directly by E-mail at ************************************ or by Phone at **************.
Best,
JustAnswer ************* Team
**************************************************************
Customer response
03/13/2022

Complaint: 16729704

I am rejecting this response because: I have asked JustAnswer several times to forward me copies of the emails they allege they sent me. To date they have chosen not to provide those. I continue to contend their website is misleading and provides their toll-free number without one even opening the link which might outline their charges. I further contend they have very poor response times and should not be A+ rated with the Better Business Bureau. Lastly, I feel they have been very unfair in charging $46/month for a service they do not monthly remind me of or the related charges. I contend they do not send monthly emails in order to keep the $46/month charge going. I feel they withdrew over $500 from my credit card dishonestly. While they did refund $138.00, that is less than 1/3 of the charges to me. I will be very careful in the future as I search help on ****** and will never deal with JustAnswer again.

Sincerely,

*****
Business response
03/26/2022
Hello,

Thank you for contacting JustAnswer.

As a courtesy, we have processed a refund of your charges (total of 8 x 46 USD). 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.

I assure you that moving forward you will not see any recurring membership charges. Your account is now on a pay-per-question basis and you will only be charged when you post a question.

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

Best regards,
JustAnswer ************* Team
**************************************************************

Customer response
03/28/2022
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
02/04/2022
Complaint Type:
Product Issues
Status:
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.
Date of transaction 1/21/22 I called to ask a doctor a question. The site is misleading. It says asking question will be free. First it says its going to be free. The doctor asks for a tip. Of course I gave the doctor **** I thought it was free.Then, I got a **** on my credit card for a $47 monthly fee membership. I canceled it. They said they could not refund the $47 because I had agreed $47. I did not agree to $47. It is not clear that if you ask a question, you will have to pay $47.
Business response
02/05/2022
Hello ******,

Thank you for contacting JustAnswer.

I am very sorry for any confusion. JustAnswer has always been a pay site. We do advertise on search engines like ****** and it is possible that one of our advertisements came up when you were searching the web for an answer to your question. We do not claim to be free in any of our advertisements or on the site. I apologize for any frustration this may have caused.

In reviewing your account, I see that you accepted our monthly membership offer when you posted your Medical question on our site. There are a few places the customer has to click in order to enroll in a membership plan. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
02/03/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
I had a broken vacuum cleaner, searched for help on the web, found Just Answers. Read the site and understood that I would be paying $1 and then would be connected to an expert. Clicked through and then I received notification from PayPal that instead of a dollar $38 had come out of my account. I immediately cancelled the subscription and then had to search to find out what the $38 dollars was for - it was for a monthly subscription. I emailed the site today from PayPal asking when the $38 would be refunded and received a reply that said, basically, too bad so sad you agreed.So I have paid $38 for absolutely nothing - no service at all. The site was not openly transparent that it would be $38, not the $1 that was plainly noted.
Business response
02/04/2022
Hello ******,

Thank you for contacting JustAnswer.

We appreciate that you gave JustAnswer a try, and we're sorry that it didn't work out.

In reviewing your account, I see that you accepted our monthly membership offer when you posted your question on our site. There are a few places the customer has to click in order to enroll in a membership plan. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
02/03/2022
Complaint Type:
Product Issues
Status:
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.
They texted me, made me think that they was legit, then, who called me, said they couldnt hear me, and hung up.. Im super upset.
Business response
02/04/2022
Hello Megan,

Thank you for contacting JustAnswer.

We appreciate that you gave JustAnswer a try, and we're sorry that it didn't work out.

In reviewing your account, I see that you accepted our monthly membership offer when you posted your question on our site. There are a few places the customer has to click in order to enroll in a membership plan. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
02/03/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed into JustAnswer today. I understood the $1 join fee and 7 day trial and when I went in and decided I didn't want the membership, I was told that I will be billed $1 + $46 monthly fee for the first month. I cancelled within the half hour. Isn't the 7 day trial supposed to be free. Everywhere else I sign up for a 7 day trial, it's free unless you don't cancel on time. The answer I got was moot. I could have gotten it from a free site. I find their ad deceptive especially for someone who's a senior.On their site: "Youll first be charged when your trial ends, then once every 30 days, though it may take a few days for the charge to be posted to your account." I've already have the charges pending on my Citibank . credit card. When you join it says 7 day trial and unless you are on that screen, it doesn't say 7 day trial. So deceptive. I'm having problem with the uploads, just screenshots of chats with agent. I disputed the charges with my bank.
Business response
02/04/2022
Hello *********,

Thank you for providing this feedback. We're very sorry for any confusion or misunderstanding.

JustAnswer does not have a free trial offer at this time. In reviewing your account, I see that you accepted our monthly membership offer when you posted your TV question on our site. There are a few places the customer has to click in order to enroll in a membership plan. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************

Customer response
02/05/2022
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
02/03/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a question that I was googling online. A pop up displayed saying I would be charged $1.00 for a question and it was fully refundable if not satisfied.I clicked on it, completed my questions. A message popped up saying if I wanted to continue, I would be charged $60.00. I closed everything out. Upon checking my bank account today, not only was I charged $1.00, I was also charged the additional $60.00. I contacted the company via chat, agent said she didn't understand and gave me the 800 to call. I called the 800 line, told them what happened. They told me I agreed to sign up for a membership. I told them I never agreed to a membership, didn't need a membership and should not have been charged. The agent hung up on me.
Business response
02/04/2022
Hello ********,

Thank you for contacting JustAnswer. We're very sorry that you had such a difficult experience with customer service and for the confusion about our service.

In reviewing your account, I see that you accepted our monthly membership offer when you posted your Legal question on our site. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges. We will also take appropriate action with regard to the customer service agents' behavior.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************

Customer response
02/05/2022

Complaint: 16707299

I am rejecting this response because:
I am requesting a $60.00 refund that i was charged for

Sincerely,

*********************************
Business response
02/15/2022
Hello ********,
Thank you for your reply.
Our records show that your refund request has been addressed.
If you need any assistance with your account, you can reach our ************* team directly by E-mail at ************************************ or by Phone at **************.
Best,
JustAnswer ************* Team
**************************************************************
Customer response
03/11/2022
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
02/03/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On Jan. 24, 2022 I signed up for JustAnswer for help with a computer problem. It stated that it would cost $1 which would be refunded. The next day I saw that they charged me $47 for a membership. I immediately sent them an email stating that I didnt want a membership and that their ad showed it was $1. I asked that they refund me the $47. They refused and I emailed them again three more times but they continued to refuse. They said that later in the ad it stated that membership was $47/month. I feel that their ad is very misleading and poor business. I would like this resolved by getting the full refund. I also believe they should change their misleading ad and take the $1 out of the ad.
Business response
02/04/2022
Hello *****,

Thank you for contacting JustAnswer.

We're sorry for any confusion with our service. In reviewing your account, I see that you accepted our monthly membership offer when you posted your ******** router question on our site. Please know that we do not enroll customers into the membership unless they accept our offer. The link below shows an example of the membership offer displayed during the posting process:

https://www.screencast.com/t/57zCVADE

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
02/03/2022
Complaint Type:
Billing Issues
Status:
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.
I was on the computer and evidently a pop-up site called Just Answer appeared. I thought it must be a company obtained by the company I had contacted to solve my problem. The site indicated that I would be billed $1,00 but the charge would be reimbursed. So now I am being billed $46.00 for a subscription to Just Answer. I was given their number ************ and was told that if you were billed the $1.00 charge you were automatically given the subscription. I was never given the "answer" that I was seeking from either the original website and certainly not from Just Answer. This company is obviously scamming people. They need to be stopped.
Business response
02/04/2022
Hello *********,

Thank you for reaching out to us at JustAnswer and we're sorry for the confusion.

We noticed that you visited us thinking we were another AT&T and DirecTV. Were not associated with those companies but we do have Experts available that are able to answer questions for you regarding their goods and services. There are also Experts available to you in a wide variety of other categories, including Legal, Automotive, Medical, and Veterinary, to name a few.

I assure you that moving forward you will not see any recurring membership charges. Your account is now on a pay-per-question basis and you will only be charged when you post a question.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
02/03/2022
Complaint Type:
Product Issues
Status:
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.
i signed up for paramount plus, tryed using on my other tv , with same email and personal info, but for some reason i never received the email they supposedly sent me , i tryed this about ten times, finally got a chat session with a tech support for paramount plus, told her my problem, next thing i know, im being swithed to Just Answer, they asked for a dollar for tech support. their online help was useless, so i called their help line at *************, i was on hold for boiut 45 minutes, to which i was told he didnt have any info about me for my paramount plus subscription. i get back home ,look at my online bank statement and they are billing me ***** for NOTHING ! my bank statement says it will be taken out 2-5-22, im calling bank putting stop pay on it. this is a total manipulation of scamming money off of people who arent computer savvy. so blatant and deliberate!!
Business response
02/03/2022
Hello *******,

Thank you for reaching out to us at JustAnswer and we're sorry for the confusion.

While reviewing your account, we noticed that you visited us thinking we were another company. Were not associated with that company but we do have Experts available that are able to answer questions for you regarding their goods and services. There are also Experts available to you in a wide variety of other categories, including Legal, Automotive, Medical, and Veterinary, to name a few.

We have reached out to you privately about your billing concern. I have opted you out of the membership and I assure you that moving forward you will not receive any recurring membership charges.

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

Best regards,
JustAnswer ************* Team
**************************************************************
**************

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