JustAnswer Reviews (%countItem)
JustAnswer Rating
Address: PO Box 29045, San Francisco, California, United States, 94129-0045
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I contacted the company in January 2019 to consult with one of their JustAnswer attorneys. Uncertain if I signed up for a recurring charge, I contacted the company in February 2019 at which time I was told that I did not have a membership. In March 2019 I saw that I had been charged for 2 months of service ($57.00 each month). I contacted the company via phone again at which time the employee told me that I would be refunded for the month and my membership would be cancelled. My account was credited $57.00 on 3/28/19. This morning I was checking my bank statement and saw a charge from JustAnswer in the amount of $57.00. They have been billing me the past 7 months. I contacted via phone again and was told that I could be reimbursed for 3 months. I told them I wanted reimbursed the full amount because the membership was to have been cancelled and the charges were unauthorized. The employee told me that the administrative office would be contacting me in 10 minutes via phone or email. However, the company has not contacted me and I have my doubts that they will.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
I am unable to locate an account because you did not provide and email address. Please respond back with the email address you used when opening your JustAnswer account. Alternatively, you can reach us directly at *** and ask that it be escalated to Adam or Chase. Please include the email address, the date and amount of charges, and the Revdex.com case number ***
We look forward to hearing back from you. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
False advertisement
Failure to produce
Charge for no service
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
I apologize that you do not feel that you got helpful information from your Expert. Did you know that you can ask follow up questions at no additional cost and that if you're not happy with your Expert, you can request a new Expert?
As a courtesy to you we have refunded the payments for you. 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 hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
Business a illegally charged my card without my notification, consent, or made aware.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the discounted $5 question with the 7 day free 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.
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;
***
Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the membership payment for you. 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 hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
I was pretty impressed really - ***, the expert, answered all my questions, gave me instructions on how to test the vehicle to try to narrow down the problem. Unfortunately the vehicle was a dud and requires a lot of work and not worth the investment. *** was honest and appears to be quite knowledgeable in his field - I really appreciated his help
I cancelled my membership during the free trail. They charged my card three times after that before I was able to block their charges. They state they have no history of my cancellation request. Unethical across the board. Beware and watch your card charges closely!
Hello ***,
Thank you for getting in touch with us about your account.
We have been able to locate your account and we do have a record of a cancellation request from you on 8/18/2019. The membership was cancelled on that date and no further charges have been processed since. Unfortunately, there is no record of any contact from you through either the E-mail address, or the phone number, associated with your account prior to the cancellation request on 8/18/2019.
We have reached out to you on multiple occasions to work with you to collect any other cancellation information that you might have but have not received a response from you.
Please reach back out to our Customer Care team with any further information that you might have and we're happy to help.
Regards,
JustAnswer Customer Care
I would like to first state that the service provided for the question well worth the $5 I paid during the trial. The issue I have is with their process of billing afterwards and how they notify you of the process. When you sign up for the trial, you provide billing information, as expected. I then used the service and was billed appropriately. I was very pleased with the experience.
However, afterwards I received an email stating that my plan was 'mempership', but did not provide further details. I called, they had no details. I was pointed to 'Terms of Service'. I then realized I never accepted the ToS, they never asked me to accept them. BUT I did then find them online and they state that 'using' the site in any way denotes acceptance:
"By clicking “I Agree” on the account registration or payment page or using the Site in any way, you are agreeing to comply with and be bound by this Agreement, the Privacy Policy, and all rules, policies, and disclaimers posted on the Site or about which you are notified (collectively “Terms”)."
I sent them an email questioning allowing acceptance without an action, just use of the site. I noted that I was never asked to check a box or click 'I Agree'. Their response was to request a page image. Of course I can't do that since I already went through the pages. I like to skim the ToS, just in case, when paying for any service online. I did go look at the ToS, there was nothing in there about cost, there was a section explaining how they charge, but not how much. So I canceled the "membership".
While I have an issue with the lack of transparency on the cost specifically, I am writing this complaint because they do not separately require that you accept Terms of Service when registering.
I have gone back 3 days later and when I register an account, they do mention ToS on the registration page where you create your logon/password: "By clicking "Register" you indicate that you agree to the terms of service and are 13+ years old." It is not a separate acknowledgement and I'm not even sure that's the same page I had when I first signed up for the trial since I came to it differently.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
Thank you for your feedback. You are correct in that the sign up page includes the verbiage about accepting the terms and being older than 13. We're sorry that you didn't notice it the first time and I've escalated your concerns to our admin team for review.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
Just like MANY other complaints against JustAnswer.com, I was duped into a membership because I thought I was paying $5 or something to have a legal question answered. They claim that the $5 is for a trial membership and that if the membership is not cancelled in 7 days then you pay a full price membership. The company claims this is CLEARLY stated. If it was clearly stated there wouldn’t be so many people with the same problem. All I asked for was the refund of one month’s charge. It is not as if I had been charged unknowingly for a year... one month. That’s all I asked for. This is obviously how they “get” people and make their money.
Additionally, customer service’s solution to handling those of us asking for a refund is to hang up, or act like they are putting you on hold. I was hung up on by two different people, one of which was a floor “manager” of some sort who was typing away on her computer supposedly about to give me the corporate address, and then dead air. Her name may have been Nicole. It’s hard to say, she talked so fast. Also, when you call the customer service line the automated service asks if you would like to complete a survey after the call... I never got that opportunity since I was hung up on twice, once by a customer service rep, and once by a “manager”.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
I am unable to locate an account using the email address you’ve provided here. Please respond back with the email address you used when opening your JustAnswer account. Alternatively, you can reach us directly at *** and ask that it be escalated to Adam or Chase. Please include the email address, the date and amount of charges, and the Revdex.com case number ***
We look forward to hearing back from you. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
I called this business 8/6 for advice and paid the required charge but then have been billed for three months straight on my registered credit card for a total of $84 ($28 per month). I called to ask for a refund but was refused. They claim that I joined as a member if I didn't opted out within 7-day trial period. I don't recall this fine prints and believe requiring an opting out is a way to trick customers without their willing intent. I never used the services for the period charged and should get a full refund of $84.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the discounted $5 question with the 7 day free 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.
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;
***
Although your payments are not eligible for a refund under our terms of service, as a courtesy to you we have refunded the membership payments for you. 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 hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
Complaint: ***
I am rejecting this response because:
I got three of the four monthly membership fee refuned but the latest charge to my credit card on 10/17/2019. This may due to the fact when you reviewed my case the charge has not yet posted to my account. Please review this issue for a refund of $28.oo charged to my credit card on 10/17/2019.
Thanks for your attention.
Sincerely
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After looking at your account, I can see that you posted your initial question on 8/6/19. You recieved membership charges on 8/13/19, 9/13/19 and 10/13/19, all of which were refunded on 10/28/2019.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID5, and find that this resolution is satisfactory to me.
Sincerely
Tried "Just Answer" when I found it accidentally while searching. Had one question about my computer and transfer of info to my kindle. I got an answer from them that I had already found on the internet and had tried, but to no avail. A young man with this company tried to help me by telling me that info had been sent, and pretty much made me feel like an i
t because he claimed that I was not going through the steps provided. That was a few months ago. My problem still has no answer. Thought I was going to have a $5 charge for that moment with no answer. I didn't read the fine print.....somewhere....that said you will charged monthly. I just recently discovered that I've been charged $46 per month,.....again for ONE QUESTION that NEVER got answered.
My bad, but a warning to all who use this service......Read the fine print!! Check more closely on your credit card bill. I thought "Just Answer" was another business that I do use. Finally figured it out.
Hello ***
Thank you for getting in touch with us about this. We apologize for any frustration.
We can see that your membership was turned off approximately a week ago.
If you do still need help with the issue with the kindle, you can continue to speak with the technician that you had been speaking with previously, for no additional charge. It looks like the technician was trying to get you to follow a slightly different set of steps than what you had found online, in order to achieve the fix you were going for.
If you do still need help, please reach out to our Customer Care team and we're happy to be of assistance.
Regards,
JustAnswer Customer Care
justanswer through deceptive practices took $46 from me by ignoring my direct request by phone to cancel my membership.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the discounted $5 question with the 7 day free 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 did not get a request for cancellation until 10/16/19 after the second membership payment was made on October 12.
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;
***
Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the membership payment for you. 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 hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
I cancelled my subscription and they are still billing my card.
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the discounted $5 question with the 7 day free 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.
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;
***
Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the recent membership payment for you. 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 hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
This is a deceiving company. I had no idea I signed up for a membership. I simply had a question about installing a printer and I had no idea I was signing up for a membership. It appears I had 7 days to cancel or I would automatically have a membership. They will not refund the membership fee that was charged on my account today even though I requested my membership be cancelled.
Took my money and ran. No response back after 45 minutes. A "Supervisor" on chat refused to cancel or issue a refund and just disconnected from the chat. This site is a scam that will take your money and run.
Fraud and scam. I paid $5 for an 'answer', a week later $50.01 was deducted from my bank account that I did not authorize.
The $50 is called a membership fee and they wont refund it PERIOD.
They were happy to cancel my membership (that I did not sign up for) and stop future withdrawals from my bank. Do I trust them to do this? NO!!!
I had a problem with a password on my Windows Live mail account, I was directed to a Just Answer site. The password problem was never resolved, nevertheless I found my credit card charged to the tune of $46.00. I had no idea this would happen. When I contacted Just Answer for cancellation instructions I was given the bureaucratic runaround. I simply want to cancel my "membership" and get a refund. I don't remember giving them any credit card information.
Hello ***
It looks like you might have been trying to reach another company when you landed on our website.
We've gone ahead and cancelled the recurring billing and issued a refund for the membership charge and you should see the funds back in the next 1-3 business days at the most.
Let us know if you need anything further and we're happy to help.
Regards,JustAnswer customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
well I go through on my cell phone for help and talk to the robot then it ask for my credit card information which I put it correctly 6 times and it says there processor will not accept the payment so I do the JustAnswer Email for that problem AND NO RESPONSE back to my email at all I would have not clicked a STAR if that was an option but all I need is help guess this is a REAL Scam so I don't get how they have GREAT REVIEWS cause the way it looks is like a robot collecting personal credit card information with no email reply back to there issue not mine all my stuff was put in 6 times correctly they should be RATED F Not A or Aplus
Called Just Answer to get help with a cell phone question. I was not getting any help online so I called them. I am positive I did this over the phone, although when I called to cancel membership, they tell me they do not do any business over the phone. I distinctly remember the guy on the phone talking to me about the $1.00 charge to be distributed to charities....fifty cents here, ten cents there, and so on. And that did happen. I did not, I repeat, I did not sign up for any trial membership. I just wanted to get my cell phone fixed. I was having to wait on them to answer and got the heebee geebees about this site and emailed them to just forget helping me. However, they started charging me the $46 per month for three months. Had I not provided my cc number for the charity contributions they would not have had the number to start charging me the $46 per month. How is that ethical or legal?
Also, I have read other peoples' complaints and they are not the same as mine. Do they change it for every person? Why is it different?
Hello ***
Thanks for letting us know about this. We're sorry for any confusion about the payment for the site.
The membership charge amount and information is presented to all customers on the payment page prior to entering any billing information. After the question is posted and the membership is agreed to, we send a receipt E-mail, as well as a payment reminder E-mail, 3-days prior to any recurring billing.
In looking at your account it appears that we issued a courtesy refund of the membership charges on 10/15/2019.
Please reach out to us if you need any further assistance and we're happy to help in any way we can.
Regards,JustAnswer Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely
This company engages in unscrupulous billing practices. Evidently I clicked a trail membership square and was enrolled, without my knowledge in a $34/month scam. I never used the service but was billed for 7 months without a single email or confirmation that I was being repeatedly billed. Upon requesting a refund I was lectured, then denied. We all know how these scams work; they should be ashamed of themselves. I don't mind paying for things I use; I don't like getting tricked.
Hello ***
Thanks for letting us know about this. We're sorry for any confusion about the payment for the site.
The membership charge amount and information is presented to all customers on the payment page prior to entering any billing information. After the question is posted and the membership is agreed to, we send a receipt E-mail, as well as a payment reminder E-mail, 3-days prior to any recurring billing.
In reviewing your account we can confirm that the membership charges have been stopped and a refund has been issued for the most recent membership payment.
Please reach out to us if you need any further assistance and we're happy to help in any way we can.
Regards,JustAnswer Customer Care
Complaint: ***
I am rejecting this response because: None of the things you said should have occur actually occurred, hence my request for 5-months of fees refunded (not one). I did not receive any of the confirmation emails you mentioned, including the 3-day notice. You would have known this if you had bothered to check. Please refund the 5-months worth of fees as originally requested. Thank you.
Sincerely
Hello,
My name is Chase and I am with the customer care team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I’d like to help with your concerns.
Firstly, I am sorry for any problems you have experienced with our site.
After checking your account, I can see that you signed up for the discounted $5 question with the 7 day free 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.
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
Although your payment is not eligible for a refund under our terms of service, as a courtesy to you we have refunded the remaining membership payments for you. 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 hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
Ms. Chase
Senior Customer Support Specialist
My question to *** was referred to this company with request for $5 and promise I could cancel trial any time and get refund
Hello ***,
Thank you for reaching out to us. in looking at your account it looks like we refunded the $5.00 charge almost a week ago on 10/19/2019. We hope you were able to get in touch with *** after all.
Let us know if we can be of any further assistance.
Watch out for Trial... Even if you decide you did not want to continue watch out for a $40 monthly "Membership" fee on your next credit card statement. Trial is used to authorize your card for a larger charge, without your permission. Even when they charge the fee you will not be notified. Feels really shady if you ask me.
Hello Sergey,
Thanks for letting us know about this. We're sorry for any confusion about the payment for the site.
The membership charge amount and information is presented to all customers on the payment page prior to entering any billing information. After the question is posted and the membership is agreed to, we send a receipt E-mail, as well as a payment reminder E-mail, 3-days prior to any recurring billing.
We can confirm that a refund was issued for the membership charge when you contacted our customer Care team.
Please reach out to us if you need any further assistance and we're happy to help in any way we can.
Regards,
JustAnswer Customer Care