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
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.
On Saturday, 1/29/2022, I sought help from JustAnswer online, which I had found after googling for help with my cat, who was showing signs of illness. After consulting briefly with Just Answer online, I was informed that a vet could be reached for further consultation and if I would provide my credit card information, I would be charged $1. This amount was specified in the chat online. I did so, then was prompted to review the terms and conditions of using this resource, which I did. I read carefully for any mention of an additional membership fee or other fees and saw nothing, but when I checked my bank account right afterward I had been charged $29 without my permission, plus the $1 that was mentioned. I also received an e-mail that informed me I now had a monthly membership with JustAsk--which I did not want--and when I checked the site, I found that I had also been enrolled in autopay for $29/month and would be billed on 2/27/22. I immediately cancelled the membership, but the site does not allow deletion of the payment method and I do not trust Just Answer to cancel further charges without reassurance from them in response to this complaint. I did agree to the fee for consultation, which was an additional $28 and already charged to the card on file. In response to this complaint, I am seeking a refund of the $29 membership fee and confirmation that my membership is cancelled with no further charges to take place.
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 Cat Veterinary 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
**************************************************************
**************

Customer response
02/02/2022

Complaint: 16693825

I am rejecting this response because: if there is any indication that simply posting a question on the home page of your business is an explicit or tacit agreement to be responsible for a charge, this is not evident. I see the multitude of complaints about your site and its fraudulent practice of saying $1 will be charged when in fact a full membership fee is charged. This is literal fraud. I would like a full refund of the the $29 fee I was charged without my consent.

Sincerely,

*******************************
Business response
02/15/2022
Hello *******,
Thank you for your reply. We apologize for the frustration.
On researching your account, we see that your refund request has been addressed. The second charge for $28.00 was for a phone call that you requested with your Expert. JustAnswer offers phone calls for our customers who would rather talk than type and it's very clear on the page with the offer that this an an additional fee that you will pay if you want to talk to your Expert.
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
01/30/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 22nd 2021 I asked a single question online regarding my ** Taxes. The answer that I received was never viewed. As a result of my $1.00 answer (that I understood I was paying), the company enrolled me in a $50.00 per month rotating account. Furthermore, within seconds of that transaction they charged me $51.00.Today (1/30/2022) I discovered that we had been paying this fee from my paypal account on a rotating basis and I investigated.When my wife (*******************) called about the transaction, they agreed to refund us 2 payments ($100.00), but refused a full refund.It is my ardent belief that this is a VERY deceptive company. Now that I have gone to review sites to review them poorly, I find that I am NOT alone by a long shot. This "company" is preying on consumers and stealing their money.This company still has $500.00 of my money and I would like it back.Attached is a word document with my first invoice ($51.00) that I didn't agree to have. There were monthly ones just like it for $50.00. In the attachment is also an email I got from them stating that they noticed I have not viewed my answer (proving that I NEVER used this service at all).
Business response
01/31/2022
Hello Louis,

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

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
02/02/2022
Better Business Bureau:
The response itself is not really acceptable (to call them). They did refund most of the money they took though and I consider the matter closed.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution I stated above is satisfactory to me.

Sincerely,

*******************
Initial Complaint
01/30/2022
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.
The site did not make it clear that there is a $66 monthly fee on the page where credit card info is collected. The only charge that was specified was $2. When I reached out to the company, they refused to even discuss a partial refund. the company, Justanswer, ended up charging me $68 to tell me that I only had to unplug my wifi to resolve the issue.
Business response
01/31/2022
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

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
************************************
Initial Complaint
01/30/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was looking for an appraisal and discovered Justanswer.com. I joined on 1/19/22 for 1$ then"unjoined" 30 seconds later, realizing that it was not what I was looking for. I confirmed with a helpful representative that I was no longer subscribed. No services were performed on my behalf. It wasn't until I got my cc **** and saw that I was being charged $60 for the 30 seconds that I was a member. The person I spoke with about this matter said that the subscription price was stated in the "terms and conditions" paragraph. It was buried in the fine print.This company is a scam. I received nothing for the $60 and they are refusing to refund my money.
Business response
01/31/2022
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

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
02/01/2022
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
01/30/2022
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.
My underage child paid $1.00 to take to someone and they charged our account $46.00 addition. He contacted them immediately and they refused to refund his money. It appears from reading other accounts that this is a scam and they are stealing money. This is an underage child they stole money from.
Business response
01/31/2022
Hello J,

Thank you for reaching out to us about this. We're so sorry to hear about your experience.

Our site is not intended to be used by persons under the age of 13.

We've been able to locate the account and cancel any recurring billing, as well as resolve any outstanding billing issues.

In the meantime, if you need to make any changes to your membership, please use this link: https://my-secure.justanswer.com/managepearlunlimited You can also reach our ************* team directly by E-mail at ************************************ or by Phone at **************

We look forward to hearing back from you and resolving any open concerns.

Best,
JustAnswer ************* Team
************************************
Initial Complaint
01/30/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled my membership for this 2 months ago because they began making a $46/month charge that was not mentioned (or hidden) in their help. Now this month they re-started my membership and charged me the $46 again. I seek a refun for this money and here is their answer.I cancelled this TWO MONTHS AGO and "somehow" you managed to start me up again so you could make more money off of me. This is not how this will end as I am going to be contacting some agencies about this.Hello,Thank you for using JustAnswer and we are sorry that you want to cancel your membership.Your question page was reported to our ************* team because it appears that you want to cancel and refund.This is to confirm that the membership was turned off on 1/30/2022. Any membership charge is not eligible for refund.Please let me know if you need further assistance.Regards,Madel S JustAnswer ************* ********************** is even faster and easier on our exclusive members-only iPhone and Android apps. Don't miss out! Download the JustAnswer app today and start asking questions on the go.
Business response
01/31/2022
Hello ******,

Thank you for your review. We appreciate your feedback.

We aren't able to locate any contact attempt from you regarding cancellation in the last 3 months but we can take care of that for you today.

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
02/01/2022
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
01/29/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
December 18th it went into ****** to ask a question for a sick dog. I clicked on a link that had several vet questions to choose from. I typed in my question and it said that To get my question answered that it would be $5. I put my debit card information in there system and clicked several links to confirms the process and it to tell me to talk to a vet. It went back and forth from an internet link, email link, text link. I still have text message that says click to have the vet answer your question. I was only able to email and text with a delayed responses. Then on the 29th of December I was charged $29 from Veterinarian Just Answer. I thought I disputed the charge while it was pending and did not see that it actually cleared. Then yesterday is showed up again in my Pending file again for an addition $29. I called the 800 # that is listed on the transaction and was told I had signed up for a membership. I was automatically enrolled when I paid the $5 the first time which I had no idea. The did cancel the membership but said that they could not refund me the money. I was told very rudely that they not refund me and that this is how it works. I think I should be refunded.They told me the $5 was for a 7 day membership that I had to pay for which was obviously paid up front to ask my question. So there membership is paid upfront then I should at least be refunded the money I was just charged since I no longer have the membership. I think this is a scam.
Business response
01/30/2022
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://i.imgur.com/5GVF7cO.png

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
01/31/2022
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
01/29/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a tax question about my 2021 return. justanswer.com offered help with that question for a $1.00 charge. I gave them my information and got my question answered. I then noticed their website said that I was on a monthly subscription with them at $50.00/month. When I asked the girl in the chat why I was charged $50.00, she said, "oh, we can cancel your subscription for you", and I told her that I never signed up for any monthly subscription. She then wrote me a chat message that said she'd cancelled my subscription and if I had more questions to call or email them. At that point, I checked my credit card and saw 2 charges from justanswer.com for $1.00 and $50.00. When I went to try to ask the girl I'd been chatting with about them crediting that $50.00 charge, I noticed that the chat function was disabled and I was no longer able to communicate with her. I called their phone number *************) and explained the situation to the **** who responded with, "Ma'am, there's no way for us to refund that $50.00 to you". I asked, "Even though you advertised a service for $1.00, but signed me up for (and charged my CC for) a monthly subscription, which I never signed up for or agreed to?" She said that no, they could not refund the $50.00 charge. This is simply predatory and deceptive and I'd like any help I can get from the BBB getting my $50.00 back.
Business response
01/30/2022
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

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
02/01/2022
Better Business Bureau:

After filing the complaint with the BBB and advising Just Answer in writing that I would be disputing the $50 charge to my credit card, they corrected it and I have my $50 back. I will never use their services again, nor will I recommend them to anyone else, but what happens to the next person who gets suckered into this? They know exactly what they're doing...existing complaints prove that.
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
01/29/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I saw an advertisement for this website just answer it stated you can get started for **** for I signed up for it thinking I was only going to pay the **** for the trial and if I liked it I could continue automatically for the membership fee. I asked 1 question and they answered it I was in a panic and couldn't reach my doctor so I was open to anything. Well I wasn't expecting a additional ***** charge when I didn't even have the account a day. I asked my question and got an answer. I then promptly canceled my membership. A day later I see this extra charge in my account. I reached out to them only to be told that it's not a **** trail and that I had been scammed and there's nothing I can do about it. Thats not right thays taking advantage of people. I wish I had read the reviews posted for this company before I tried it.
Business response
01/30/2022
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
If you saw something different, please email us and let us know.

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
01/31/2022
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
01/28/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was seeking information on the internet. The Justanswer.com came up first. I thought I had found the information, & provided them with my DiscoverCard number!!! Then, I realized they were not who I thought they were. When I realized I was not at the correct site, I clicked out of it. Now I have 3 charges on my credit card. Justanswer has provided me with nothing. I have asked Discover to dispute the charges. I have gone to the Justanswer.com chat & asked that I be removed from their records. I certainly do not want to continue paying a monthly charge to them!!!
Business response
01/29/2022
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 Computer 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
**************************************************************
**************

Customer response
01/30/2022

Complaint: 16687946

I am rejecting this response because: Justanswer took advantage of me. I am 76 years old. I had a flustering problem & went online to seek information. Unfortunately I selected the very first site that came up: Justanswer. I began filling in the blanks including my Discover card number. When I realized I was not where I thought I was on my computer I clicked out of Justanswer. I have never received anything from Justanswer. So, when I paid my Discover card **** this past week I was quite surprised to see the charges for Justanswer!!! I asked Discover to dispute the charges. There was a $1 charge & a $46 charge for Justanswer on my ****! Not only that but there is already a $46 charge for the next month's ****!!!!!! Justanswer took advantage of me. They have charged me nearly a hundred dollars for nothing & apparently plan to continue charging me monthly!!!

Sincerely,

*****************************
Business response
02/15/2022
Hello *******,
Thank you for your reply.We apologize for the frustration.
We're sorry to hear that the Experts couldn't assist you with your problem. We can assure you that you won't see any recurring charges from JustAnswer unless you reach out to ask another question.
Best,
JustAnswer ************* Team
**************************************************************
Customer response
02/22/2022
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,

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

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