JustAnswer review: Subscription charges

Name: Peter Lauwers

Email: [protected]@mac.com

Date of initial transaction and service: 2024-01-13

Date of subscription charge: 2024-01-16

Amount quoted: $9.99

Total charged: $48.99

On January 13, 2024, I was seeking out an answer to a mechanical issue with my vehicle. I came across JustAnswer, which has a live chat system to facilitate hooking you up with an expert as well as answering any initial questions. My only question to them was asking what the cost was. They told me it was $9.99 which I judged to be worth it (although I wouldn’t have paid more). They sent me to the Credit Card page, I put in my card info, and was properly connected to the expert.

On January 16, 2024, my credit card was charged an additional $39. Upon seeing this charge on January 17, 2024, I immediately reached out to them to ask for a refund. I explained that I was unaware of the subscription charge, and that I would have never considered paying $50 to ask my question, and requested a refund (only of the $39).

Their response: “For the cost of $10, new visitors will post a question and receive a 3-Day Trial Membership that automatically transitions into a full membership after the 3rd day. Membership fees are collected each month until our member decides to cancel their membership. The cost of the Full Membership of $39, along with the details of the trial period are outlined and displayed on the same page where you submit your billing information, just before you post your question. There is no obligation whatsoever, and the membership can be canceled at any time. We hope this helps to clear up any confusion you may have had regarding your charges.

I have looked into your case but unfortunately, I can't refund you the membership fee. Since you posted a question to our site and agreed to the terms of service, you are not eligible for a refund. To learn more about our policy, visit”

(it literally ends there with no link or reference of where this policy is.)

I do not remember making any account to return to for cancellation, and it’s difficult to verify after the fact because I was taken to the payment page automatically. When I go back to review now, there is no clear way to follow the path I used initially.

It’s very clear that they are prepared for this because they have a prewritten response to this circumstance that includes, “I have looked into your case but unfortunately, I can't refund you the membership fee. Since you posted a question to our site and agreed to the terms of service, you are not eligible for a refund. To learn more about our policy, visit” They actually end the statement there and don’t include the link to visit.

I emailed them back asking why their sales agents can’t answer the pricing question they get initially with the comprehensive reply discussing the subscription fee so customers understand up front, but they’ve completely avoided answering it, replying with the identical prewritten email response they had previously sent.

Additionally, their email also indicates “We can certainly appreciate the concerns you have regarding the charges associated with your account,” meaning they are well prepared for customers to contact them acknowledging they are aware of the confusion their process and policies create.

They also indicate, “Meanwhile, w apologize for any confusion. However, I am happy to resolve this for you.” The problem is that RESOLVING IT (to them) means cancellation of your “account,” not a refund of the subscription fee. That is not a resolution in any way. The subscription is always cancellable (and was cancelled after my first email to them), so their continued assurances of “resolving” anything are mute and disingenuous.

Consumers should not be stuck getting tricked into paying for a subscription to a service they had NO intention of subscribing to, just because there in fine print in their process, BUT THEY FAIL TO DISCLOSE ACCURATE PRICING, THE SUBSCRIPTION MANDATE, AND THE FORCED THREE DAY TRIAL PERIOD WHEN ASKED DIRECTLY ABOUT THE PRICE, ESPECIALLY KNOWING THAT THEY WILL NOT ISSUE REFUNDS TO CUSTOMERS ONCE THAT SUBSCRIPTION PRICE IS BILLED.

Quite simply:

1. I asked what the price would be to have a mechanic answer a question for me.

2. I was told it would be $9.99.

3. I agreed to $9.99.

4. I was sent to a billing webpage to pay that fee.

5. I spoke to the mechanic.

I have had no further contact with the mechanic or asked anyone else any other questions as part of their service.

I wish to have my $39.00 refunded to me, and for the BBB to take a closer look at their sales and business practices.