ComplaintsforJustAnswer

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As of August 18, after I used the service once, they have been charging my **** monthly for 66$.This is very deceiving since a monthly membership is not mentioned except at bottom of web page. After the area where you can submit your question. There is no log in area for members or a clear place to cancel the membership. No emails or newsletters are sent so there is no indication of even being a member. I have been auto charged which I haven't noticed since I don't get paper statements any longer. I happened to see my charge pending today which is how I found it.It is unfair and deceptive business practice. Especially when it's too save on going to the doctor. I've paid them over 500$ for a single question! Which was basically given a one word answer. This practice should be looked into. Even the doctors. I'd like a full refund please.I looked at the site to see if I missed anything obvious but it says you can JOIN which I did not. Chat box is at the top. I guess once you're in the chat, they all you for your cc and charge you a minimal for one time. No mentions of recurring charges or I would have hung up.

  

  Business response

  04/22/2024

  Hello ***,
  
  We're here to help you out. 
  
  We've refunded your payments. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer response

  04/22/2024

  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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted JustAnswer last year by mistake.I supposed to contact Legal Aid, if they can help my son (had a difficult situation).Just Answer posted all *************** questions on ******** to the Whole world to see!!!I did not give them my authorization !! they violated my privacy!!I will file a lawsuit against that company!!They can not be trusted!!!

  

  Business response

  04/19/2024

  Hello *****,
  
  Thank you for reaching out to us. We apologize for any inconvenience. 
  
  We couldn't locate the transaction using the email address and phone number you've provided. Do you have another email address we could try? We can also locate the account with the following information:
  
  - A different phone number
  - Your order number
  - The first 6 digits and the last 4 digits of the card being charged. We do not need the whole number.
  - Your PayPal email address if you are being charged through PayPal
  
  You may send any of these information to me using my contact information below so I can further assist you. 
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer response

  04/19/2024

   
  Complaint: 21596624
  
  I am rejecting this response because: JustAnswer violated  my privacy!! They have all my information!!

  The respond , they sent here it is the same I am getting . I sent over 10 emails to JustAnswer and responds are the same ; can not find my account!!

  I am asking  JustAnswer to remove my very confidential questions re:my son's from ******** They posted them without my authorization!!

  They need to remove them ASAP!! 

  JustAnswer need to review their Privacy Act and how to respect their clients confidentiality!!! Those questions were about my son's difficult situation , not about how to plant tulips etc...

  No one should see them!! i thought , it will be a common sense!!!  but not for JUSTaNSWER!!!

  They did significant harm to us by posting my questions on ********! We have suffered tremendous distress  and humiliation!!!  
  
  Sincerely,
  
  *************************

  

  Business response

  04/19/2024

  Hello *****,
  
  We apologize for any frustration you may have experienced. To assist you promptly, could you please provide the link to the question you would like to be closed? Once we have this information, we'll take care of it right away.
  
  Thank you for your understanding, and we're here to help.
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer response

  04/22/2024

   
  Complaint: 21596624
  
  I am rejecting this response because:

  JustAnswer collected all my information!!  it was just easy ,as to ****** my last name, to find a link to that post!!! The soon I saw it (all my confidential questions)on ******-April 13,2024;

  I called right away and asked : why  they posted all my question's regarding my son difficult situation on ****** to the Whole World to see.

  I was very frustrated !!! that post was there for over a year (without my consent)!! JustAnswer needs to be more selective and more sensitive to :what they can post on social media.....

  I am 100 % positive that the owner or manager of JustAnswer will NOT want to see post like that about their families!!! 

  I sent 15 emails to JustAnswer with request to remove that post  from ****** and called numerous time without the result!!!

  Sent messages to ****** as well .,without the result!!

  FINALLY , my complain to ************ *************** helped!!!  THANK YOU!!!!

  JUSTAnswer removed that post from ******!!!! 

   

  They took 2 weeks of my life, time and energy to deal with that.

  Also , JustAnswer breach my confidentiality, by posting very private questions about my son on GOOGLE!! 

  I am seeking compensation from JustAnswer for breaking data protection law and tremendous distress because of it!!!

  Thank you

   

   

   

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Like many others, my husband was signed up for a membership with JustAnswer.com. He had agreed to the $5 fee for his question, but did not agree to the membership. Our credit card was billed in March and April for $30 each. We called JustAnswer and the membership is canceled (we hope) but the agent said we could not get a refund of the $60. We would like to have that amount refunded to us.

  

  Business response

  04/19/2024

  Hello **** ****,
  
  We apologize for any frustration caused by your experience with JustAnswer.
  
  We've cancelled your most recent payment. 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 charge. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer response

  04/19/2024

  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

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking for Roku support, so I clicked on a site that said Roku support. This was deceptive because it was actually Just Ask. Nevertheless, the employee who answered my question said (in print) that I would be charged a $1.00 Refundable fee. I agreed and paid with my credit card. Nowhere did it say that I was creating an account and would be billed $46.00 every month. I did not download their app nor did I create an account with a password, but I somehow have an account anyway. I told the consultant on the phone that I did not want an account. She texted back that she would forward your cancellation requestthey will discontinue the subscription.This did not happen. These people should not be in business.

  

  Business response

  04/16/2024

  Hello ***,

  We sincerely apologize for any inconvenience caused. It appears that you agreed to our monthly membership program when you posted your question on our platform. The membership is set up to automatically bill to ensure uninterrupted service. During the sign-up process, you would have encountered a message similar to this: *************************************

  It sounds like you clicked on an ad we post because we have Experts on our site that can help with your Roku questions. When you search on ******* it shows ads related to your search topic based on what advertisers bid on those keywords. ******** algorithm considers factors like relevance and bid amount to determine which ads to display and where. So, you might see ads before finding the regular search results, all based on what you're searching for and advertisers' strategies.
  

  I have refunded the fees charged to your account. This canceled your membership, so you won't see any recurring charges. Please let us know if we can help with anything else today.

  Best,

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

  Customer response

  04/18/2024

   
  Complaint: 21577073
  
  I am rejecting this response because: While what they say is partly true(I am not going to check out their links that come after the fact) they are a SCAM. I thought I was on the **** website. Just Answer is deliberately deceptive about who they are and about their fees. The consultant offered an answer for a  $1.00 REFUNABLE fee, with no mention of an ongoing $45.00 monthly subscription,  SCAM  .I was then told to download their  App. When I read the reviews I realized this was a scam, so I did not download the app. Somehow they created an account for me anyway. SCAM  I told the Expert on the phone that I did not want a subscription. She said that they would cancel mine. I still have that text on my phone. Yet they did not cancel my deceptively created subscription. SCAM. i had to find a way to get onto my account even though I had not to my knowledge created an account, and certainly not a password, and canceled it that way. Only after this complaint  to the BBB have they said they cancelled the other fees. Check out the reviews for their app and you will see that this deception is their standard business practice. It may be legal, but it should not be.

   

  
  Sincerely,
  
  ***********************

  

  Business response

  04/18/2024

  Hello ****

  We value your feedback and use it to improve our services. We are a constantly growing tech-savvy membership website working hard to provide professional Experts and services accessible to you. In addition to answering questions, we offer additional services to meet your needs. Our goal is to provide awesome service and experiences to make your life easier. I apologize that we appear to be a scam company in your eyes.

  Your fees have been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.

  Best,

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

   

  Customer response

  04/19/2024

   
  Complaint: 21577073
  
  I am rejecting this response because: Everything I said above about this business is true. I believe that the majority of their subscriptions are very deceptively obtained in the same manner as they got mine. I will pursue a SCAM report on other venues. This is my last response on this format.

  ps. The response by their so-called expert did not solve my ROKU issue. When I later contacted the real ROKU site, they did solve my problem, for free.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Three months ago, I was seeking some assistance regarding a problem with my gas fireplace. I came across JustAnswer and was fine paying an expert to assist me with my question. I paid the $30 to have my questions answered and felt like I received good advice that ultimately helped me in solving my issue. My problem lies in the fact that this was not a one-time thing, I didn't realize that the company set me up for a subscription where I was being charged every month. I just realized this, this month after paying for (2) additional months for a total of $60. I reached out to the company and they were very helpful in canceling the subscription but offered nothing regarding a credit for those (2) months. I believe the subscription was very deceptive and the fact that I did not ask any further questions after the first and only one I thought I purchased goes to the fact that I was unaware I had a subscription.

  

  Business response

  04/16/2024

  Hello ********,
  
  Thank you for contacting JustAnswer.
  
  We apologize for the experience you had. It looks like you accepted an offer to try our monthly membership program, when you posted your HVAC question on our website. The membership bills automatically to avoid disruptions in service. You would've seen a message similar to this when you signed up: *************************************
  
  We have canceled your payment. I assure you that moving forward you will not see any recurring membership charges.
  
  Let me know if you need further assistance. 
  
  Best regards,
  
  ******, JA Customer Care 
  ************************************************************* ********************
  
  

  Customer response

  04/17/2024

  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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/13/2024 I said get an answer for just $1. No mention of it being an enrollment fee. I chatted with a CPA who agreed I was **rrect then a volley of e-mails afterwards including him thanking me for the $12 tip. Then I got a wel**me message with a temp password which I ignored. I was busy so I just glanced at it and the other 5 emails Turns out there is no trial. The $1 immediately triggers a $46 membership and that is on the wel**me email in tiny tiny print going vertically down the right side of the wel**me message with the temp password. I didn't sign up for anything that said a membership. If I did by putting info they needed for the $1, ot was not clear Most of these sites provide at leat a 7 day trial. I just looked at website and it says you have 30 days to cancel. And that was hard to see. I canceled next day they wrote o can still have questions answered until May 12th but no access to membership benefits. I was just finally doing taxed and had one single item to **nfirm.. never again. I **uld have used Rocket Lawyer for nothing. I can't believe they charge at the same instant and if it says anywhere when you are putting in your card number that it's an enrollment fee, I sure can't see it. I had checked it's a legit ** but it's deceptive

  

  Business response

  04/16/2024

  Hello ******,
  
  We're here to help you out. 
  
  We've cancelled your payment. 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.
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer response

  04/16/2024

  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

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today, April 15, 2024, I looked online for the **** Faucet customer ******* number to ask a question. Without realizing that I had been directed to another site, that looked like it was ****, It popped up "Ask a **** Expert Online" at "****.justanswer.com" Then it said I need to pay a refundable fee of $5 for my question. After I gave my credit card info for the $5, I then was notified that I was billed $30 for a monthly membership fee to the ******* of **** Ask that has nothing to do with **** Faucets. Never was a membership fee of an additional $30 mentioned. I tried to cancel right away, but the site kept saying a sms text verification was being sent but never was. I was finally able to get into my unwanted account and request to cancel later in the day, But no where did it say how to get my refundable $5 back or my $30 that I never agreed to.I did get a text message from their expect to check if the water was on.After a found the number and contacted the real **** Faucets, they sent me out a replacement part.

  

  Business response

  04/16/2024

  Hello ********,

  Thank you for bringing this to our attention.  We apologize for any confusion or misunderstanding.  I have refunded both of your payments for you.  You should see the funds on your end in 3-5 business days.

  I hope that all of your concerns have been addressed. Please let me know if you need further assistance.

  Best regards,

  Meg at JustAnswer *************

  ********************************************************** or call **********************

  Customer response

  04/16/2024

  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

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid the $5 fee to ask a question and then charged a $39.00 monthly fee. I (like many others) did not see the language I would be automatically enrolled in a membership. I went to the website to cancel the subscription the same day I paid the $5 fee and had to pay another $19.95 fee to cancel the subscription! What a ripoff! Why not just charge a higher one time fee to ask a question instead of this?

  

  Business response

  04/15/2024

  Hello ****,

  We regret any inconvenience this may have caused. It seems that you opted for our monthly membership program when you submitted your question on our platform. The membership is structured to bill automatically, guaranteeing continuous service. As you signed up, you would have come across a message similar to the following: *************************************

  I am not finding a $19.95 charge and we wouldn't charge for cancellation.

  Your membership fee has been refunded, and I have confirmed that your membership has been deactivated. If you require further assistance, please don't hesitate to contact me.
  

  Best,

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

  Customer response

  04/16/2024

   
  Complaint: 21576529
  
  I am rejecting this response because: Yes, they so charge to cancel a subscription..I have enclosed a screen shot from my credit card.
  
  Sincerely,
  
  *************************

  

  Business response

  04/16/2024

  Hi ****,

  Thank you for that information.

  Our records show that you paid for JustAnswer with a **** card ending in 8361, not PayPal. When I googled "paypal *endsubs ***** charge", it looks like PayPal might charge $***** for an advanced fraud protection plan. I would ask PayPal what that is for.I hope you can get that reversed through them.

  Please let us know if you need further assistance.

  Best,

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

   

  Customer response

  04/17/2024

   
  Complaint: 21576529
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  JustAnswer in January 2024 enrolled me in a "membership" and started charging $49.68 per month without telling me. I would like to avoid that other people have to face that problem. I was referred to JustAnswer by Yahoo after I had a problem in accessing my Yahoo email. The company in question is JustAnswer. I found two addresses: *************, ** **********, Tel. **************; and JustAnswer LLC. *************************************** ******, **. Best regards. *******************************, ********, ** *****.

  

  Business response

  04/15/2024

  Hello *******,
  
  Thank you for using JustAnswer and we apologize for any inconvenience. 
  
  In reviewing your account, I see that you accepted our monthly membership offer when you posted your Email 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:
  
  *************************************
  
  Your membership has been canceled on 1/9/2024. **** assured that no recurring charges will be made on your account moving forward.
   
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

  Customer response

  04/15/2024

  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. I did not see the screenshot mentioned by JustAnswer in their message because the whole transaction was over the phone, but I accept JustAnswer's pledge that they generally don't charge customers without informing them.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of only one transaction is Feb. 13, 2024 I was charded ***** for one question i had asked. I did not subscribe to a monthly service. I was charged again on Mar. 13 for ***** and again Apr. 13 for *****. Nature of business . I did not sign up for a monthly service..i suppose they have my account under ************

  

  Business response

  04/15/2024

  Hello *******,
  
  We'd like to resolve this for you ASAP. 
  
  We've refunded your membership payments. 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. 
  
  Please let us know if we can assist you further.
  
  Regards,
  *******
  JustAnswer Customer Care
  ************************************************************** or *********************

*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. ↩