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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Initial Complaint
02/01/2022
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 sent an email to Just Answer on December 16,asking to cancel my membership as I had missed the fine print after reviewing the website.They ignored the email and then proceeded to charge me anyway. They acknowledged receipt of the email during my phone call to them but refused to reimburse me. When I spoke to manager tips he hung up on me.
Business response
02/02/2022
Hello *********,

Thank you for contacting JustAnswer. We're very sorry for any inconvenience or confusion.

In reviewing your account, I see that you accepted our monthly membership offer when you posted your Dog Veterinary 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. We 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
02/03/2022

Complaint: 16697380

I am rejecting this response because:

Sincerely,

*********************************

Just Answer refuses to acknowledge in ANY of their correspondence that I sent an email to them immediately after realizing the mistake I had made on December 16. The supervisor DID acknowledge receipt of the email but said it was not her responsibility to answer emails. This indicates that ignoring my request to acknowledge my mistake and immediately cancel my membership was INTENTIONALLY ignored on December 16 and thereafter.
I was refunded $44 on February 1 for the December billing. and am still owed an additional $44 for the second billing deducted in January.
I am well aware that my membership is now no longer active..but I am still awaiting the second refund in order to consider this resolved in its entirety.
Business response
02/15/2022
Hello *********,
Thank you for your reply. We apologize for the frustration.
On researching your account, we see that it was mishandled several times and we have reported this so it doesn't happen again.
It appears that your refund request has been addressed and we can assure you that you won't see any recurring charges unless you come back to the site and ask a new question.
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
**************************************************************
Initial Complaint
02/01/2022
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 called and received a legal question from Just Answer and they advertised it for five dollars, I did not realize I was signing up for some type of Membership and I have been charged $46 each month for the last 10 months without using the service, I would like to be reimbursed for all 10months. There business practice is very misleading.
Business response
02/02/2022
Hello *****,

Thank you for contacting JustAnswer. We're very sorry for any inconvenience or confusion.

After checking your account, I can see that you signed up for the 7 day trial membership when you posted your *********** Law question. As with any membership or subscription trial, if you do not cancel before the end of the trial, you will automatically be charged for your first month to avoid any disruption in service. Additionally, we send out emails welcoming you to the membership and an email is sent before your trial is ending.

Per our terms of service that you agreed to when you enrolled in the membership, the membership payment is not eligible for a refund as stated in section 10, subheading "Refunds, Cancellations, Abuse and Special Programs" as follows;

http://ww2.justanswer.com/terms-service-0

We have reached out to you privately about your billing concern. We 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
02/01/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I asked for help to reset a password and was asked for a payment of $1.00 from Just Answer. Today there was a charge of $46 to my checking account.
Business response
02/02/2022
Hello *******,

Thank you for contacting JustAnswer. We're sorry for any inconvenience.

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. We 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
02/03/2022
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
01/31/2022
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 tried to get a refund from an order I sent back to ***** but been unsuccessful so just answer came up and said they could help solve my problem but I would have to pay 1$ so I did that but they also charged me 46$ more dollars I hope I can get my money back because I surely didn't expect that plus they didn't even reply
Business response
02/01/2022
Hello ******,

We're very sorry for any confusion.

JustAnswer is not the official customer service platform for *****. 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 *****.

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
01/31/2022
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.
They advertise that you can join for the first month for $1 but in reality is they charge you $61.00 up front for there monthly service. The $1 fee is for a memebeership that means nothing. It has been several hours and the expert that they have promisted has not contacted me. And I was told I would not get a refund and you had the service for the next 30 days. Don't do business with the company it's a rip off.
Business response
02/01/2022
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 Antiques 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
01/31/2022
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 called justanswer on 3/26/2021 and was billed $1 to chat with live agent. Unknowing to me, I was charged $46 for the following months 4/2/2021, 5/3/2021, 6/2/21, 8/2/2021, and $15 on 7/2/2021. I complained to Paypal about the charges. Paypal then sent me a notice that they found in my favor and that I would be reimbursed. Reimbursement was not made until December of 2021, and it was only for the last charge of $46 for the 8/3/2021. When I inquired about why not for the prior charges, they responded that they were pass the number of days that they could act upon the incident.
Business response
02/01/2022
Hello *****,

Thank you for contacting JustAnswer and I apologize for any inconvenience.

The account registered to your email address has not been cancelled and has no payments on it for the dates you mentioned. If you see a charge on your PayPal or bank account, this means you have another account. I will need the username and/or email on that account in order to assist you with this concern. Please reach out to us at ************************************ and ask for our Admin Team.

Thank you in advance for your cooperation. I'm looking forward to your response. Please let me know if you need further assistance.

Best regards,
JustAnswer ************* Team
************************************
**************
Initial Complaint
01/31/2022
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.
Wanted to ask a mechanic a question. Was told the cost to ask my question was 1 dollar and provided a link to click on to pay the dollar and proceed to asking my question. Just answer charged the dollar and an additional 34 dollar fee. Never was this fee mentioned. I immediately cancelled the membership and requested a refund less than 5 mins after finding out about the additional membership charge. I have requested a refund three times already without success. The company's practices are very misleading!
Business response
02/01/2022
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 Kia ******** 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
01/31/2022
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.
I utilized JustAnswers mechanic questionnaire service on January 24, 2022. The website claimed it would be a $1 fee to talk to an expert, and then asks for payment information for the fee. It says this fee is refundable. And so I paid the fee, and utilized the service. Afterwards, I noticed a $34 fee on my bank account. This fee came from JustAnswer. Upon contacting support, they said I was ineligible for a refund and that it is a membership fee. A membership I was never made aware of or signed up for. They use the $1 join fee as a predatory way to capture consumers. By advertising the $1 join fee, they get the payment information and hide the details of the membership best they can to capture peoples payment information and charge them unfairly. If it wasnt so, they would simply **** a flat membership fee, with no join fee. Their advertising and website promotes this $1 cost when in reality, its significantly more, but the website makes it confusing and unclear to prey on consumers. Its unethical, and certainly anti-consumer. This website does it best to scam consumers while evading legal consequence. Id like my money back, as I feel scammed and lied to by the service.
Business response
02/01/2022
Hello ********,

Thank you for contacting JustAnswer.

We're sorry for any inconvenience. 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
01/31/2022
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.
12/21/2021 cgd $1 join fee. Was not given any help with question. I did not want to use their service. I was switched over to them while trying to resolve a issue with ************* chg me $48 which I called & complained about & has been refunded but they won't refund the $1.
Business response
02/01/2022
Hello *******,

Thanks for reaching out to us at JustAnswer!

Unfortunately, we were not able to locate an account using the email address you provided us. With that said, you can help me to locate this account by providing some additional information. You can reach out to us at ************************************.

Once I can collect this information from you, I should be able to find your account and take any actions on it that you'd like me to take. Of course, if you need additional assistance with this, or with any other concern, feel free to contact me right away.

Thank you for your cooperation. I look forward to hearing from you soon.

Best regards,
JustAnswer ************* Team
**************************************************************
**************
Initial Complaint
01/31/2022
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.
While getting ready to file my 2021 income taxes looked over my **** of America statements and noticed, since June 23rd to the present time (Dec. - Jan 22nd) have been billed $46.00 for a service I never requested. Called the business earlier and they removed the last 2 months charges. At that time I was unaware of the months previously that I had been paying this same charge.As a former special education professional I would not confer with an answering service business but solve questions within my own private resources. According to my calculations JUST Answer needs to reimburse me the $46.00 monthly charge from June through the October ****. As stated previously the November -January 22nd **** have supposedly already been credited to my account for $92.00.
Business response
02/01/2022
Hello *****,

Thank you for contacting JustAnswer.

We're very sorry for any inconvenience or confusion.

After checking your account, I can see that you signed up for the 7-day trial membership. As with any membership or subscription trial, if you do not cancel before the end of the trial, you will automatically be charged for your first month to avoid any disruption in service. Additionally, we send out emails welcoming you to the membership and an email is sent before your trial is ending.

We are very upfront to new visitors when they visit our site regarding the trial charge and the trial enrollment that is associated with that charge, as well as what the subsequent membership charges will be if you choose not to cancel your Trial Membership within the 7-day trial period. The link below will illustrate this for you:

https://i.imgur.com/5GVF7cO.png

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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