ComplaintsforJustAnswer

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing/Collection Issues

  Status:

  Resolved

  More info

  We had a question about a Nest Thermostat problem we were having. Did a ****** search and a link to the JustAnswer website appeared. Clicked on the link and the attached information displayed indicating a fee of $1 to get expert information about our thermostat problem. We agreed and entered our credit card number at the JustAnswer website. We were then instructed (pop-up message) that there was a $25 charge to talk to a person on the phone to which we agreed. After learning from the technician that he did not recommend Nest Thermostats the phone conversation ended. During the conversation or shortly thereafter we received an email stating You were charged the one-time $1 join fee and the $46 membership fee (Order ID *************. This membership renews automatically, and the membership fee will be charged each month until you cancel. Cancel anytime.We called JustAnswer *************************** to complain about the unapproved additional charge to our credit card and to cancel any unapproved membership that JustAnswer deceptively put in effect. Our complaint was dismissed, and the **************** Representative repeatedly informed us that there would be no refund. She did agree to cancel the membership. She also refused to transfer us to a JustAnswer manager stating it would do no good.Our credit card has been charged $47 to which only $27 should have been charged. We would appreciate any help available to recover the unapproved additional $20 charge ($47-$27=$20). If we are able to get a refund of $20 it is our intention to donate the money to the BBB because the money is not whats important, but rather that other people and the BBB are warned about the deceptive practices being used by the JustAnswer company to tap into unsuspecting consumers credit card accounts.

  

  Business response

  12/03/2021

  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 
  
  The $24 charge that was processed for the phone call is in addition to the membership charge as phone calls are an optional, additional service. The prices for phone calls are displayed before you are charged as you noted.
  
  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

  12/05/2021

  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,
  
  **** And *************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I am trying to cancel my membership to Just Answer. When I go to the log in page, I need a password reset and it says they sent me one, but they did not. When I got to the general Just Answer page, they want me to join again! And will not help me with cancelling my membership.Please help!!

  

  Business response

  11/30/2021

  Hello Jan,
  
  Thanks for reaching out to us at JustAnswer.
  
  We're sorry to hear that you're not able to log into your account. I have reached out to you by email so you can get back to your account. Furthermore, as you've requested, we have cancelled your membership. You can still use your membership benefits until 12/5/2021.
  
  If I can be of further assistance, please reach out to us at ************************************ or you can call us at ************ (6am to 9pm PST). 
  
  Regards,
  JustAnswer ************* Team
  
  

  Customer response

  12/01/2021

  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

  11/28/2021

  Complaint Type:

  Billing/Collection Issues

  Status:

  Resolved

  More info

  On October 29, 2021 i was charged on my credit card for a service i did not buy. It was for $46 dollars also with $ 1 trail fee. I was charged another $46 on 10/28 now in pending state on my credit card. I did not sign up for this service and i dont even have account with them. They somehow got my credit card information. I would like my money refunded.

  

  Business response

  11/29/2021

  Hello ****,

  Thank you for reaching out to us about this.
  
  We aren't able to locate an account tied to any of the contact information that you've provided to the BBB, but if you reach out to our ************* team directly, we should be able to gather the appropriate information to locate the account with the charges.
  
  Please reach us at ************************************* or give us a call directly at **************.
  
  We look forward to hearing from you.
  
  Best,
  JustAnswer *************
  **************************************************************
  

  Customer response

  11/30/2021

  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

  11/27/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  On 11/15/21 I was looking up drug interactions online for my mother. She was needing to know if Losartan contained aspirin. The reason being my step-father was prescribed Losartan as a new med and the physician mentioned there is a degree of aspirin in it-but nothing to worry about. My step father has an anaphylactic reaction to Aspirin so they were afraid to start the medication. The pharmacies were closed. I tried to ****** the answer but found a website that said for $1 they would answer my question. I paid the $1. Approximately an hour later I see a $46.00 deduction from Just Answer on my bank account. I emailed a representative on their site immediately that evening (11/15/21) and told them I was not interested in a membership. They responded immediately via the chat and said it would be refunded immediately. I have been watching my bank account and to date 11/27/21 it has not been refunded. I called Just Answer at ************** and told them all of the above information. They said I understand you were signed up for something that you did not ask for but I'm sorry it is not a refundable membership. There was no where stated that I would be signed up for a membership online when I paid the $1 to ask the question. I tried to explain to the representative and he said no I would not be refunded. The site said $1 with no other fees when I paid. I feel this was fraudulent and I want my bank account reimbursed.Thank you,******************* ************ **********************

  

  Business response

  11/28/2021

  Hello ***,
  
  Thank you for your review. We appreciate your feedback.

  We're not seeing that you reached out anywhere to ask for a refund and it was promised to you right away.
  
  We apologize for any confusion with our service. In reviewing your account, we see that you accepted our monthly membership offer when you posted your Medical 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 and fee structure displayed during the 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.
  
  Best,
  JustAnswer ************* Team
  **************************************************************

  Customer response

  11/29/2021

  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 reach out via 2 different venues; instant chat with a representative that evening when the question was posed and via telephone to a representative the same evening prior to filing my complaint with the BBB.  The business response was not truthful but the $46 fee that was charged to my account inappropriately has been refunded so I am satisfied.
  
  Sincerely,
  
  *******************

*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. ↩