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JustAnswer LLC complaints

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440 N Barranca Avenue, #7508
Covina, CA 91723 | Get Directions

(800) 509-5721

http://www.justanswer.com

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Total Amount in Dispute:
$8,087.00

Total Amount Settled:
$3,998.00

Complaint Experience

99%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

114 complaints against JustAnswer LLC closed in last 3 years.

Complaints	Type of response
51	Making a full refund, as the consumer requested
2	Making a partial refund
54	Agreed to make an adjustment
0	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
0	Unanswered

114 complaints against JustAnswer LLC

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4/17/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $30.00 Amount Settled: $0.00

Customer Complaint

4/3/2024

I called for help the phone message only said $5 nothing about $30. Asked for a refund was refused Resolution Sought Refund me

Company Response

4/3/2024

Hello Elizabeth, I apologize for any inconvenience caused. Our records show that you've used our service previously. When you returned recently you saw a Welcome Back message and pricing details when you asked a new question. This did not include the 'join fee' because you paid it the first time you joined the site. Our monthly membership offers unlimited questions in 100+ categories for 30 days. You can cancel the renewal at any time. If you prefer, you can opt for a pay-per-question instead of the membership. We have turned off your membership so no recurring charges will appear moving forward. Please reach out if you need further assistance. Best, Julie, JustAnswer Customer Care JulieWW@justanswer.com or 800-941-1229 ext.35

4/10/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $46.00 Amount Settled: $46.00

Customer Complaint

4/2/2024

I thought I was contacting Facebook/ Meta to correct a problem on my account. I was told I need to use my credit card to verify my identity. I was told I would be billed $1.00 and it was only an authorization; there would be no charge. Immediately after putting in my card info I was billed $46 for a "membership". Before I would even say anything to the rep she said, "OH.. there is also a $46 membership fee." I called their customer service # and was told it was nonrefundable. I have contacted my bank and disputed the charge. Resolution Sought A refund and they need to make people aware of ALL charges before hand. Not after the fact.

Company Response

4/2/2024

Hello Brian, 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: https://www.screencast.com/t/57zCVADE I have refunded the membership fee. 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, Julie, JustAnswer Customer Care JulieWW@justanswer.com or 800-941-1229 ext.35

Customer Rebuttal

4/4/2024

I did not agree to any membership! The only thing I agreed to was a supposed $1 refundable charge. Your company did NOT mention any membership, or membership fee until AFTER I provided my card info for the $1. The message was sent after the fact!!!!!!

Company Final Response

4/8/2024

Hello Brian, I apologize for the frustration. The screenshot I shared previously is of the page where you would input your payment information where you also agree to abide by our TOS. https://www.screencast.com/t/57zCVADE Your membership fee has been refunded and you won't see any recurring charges. Best, Julie, JustAnswer Customer Care JulieWW@justanswer.com or 800-941-1229 ext.35

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