This business is not BBB accredited.Additional Locations
Phone: (415) 869-7444 Fax: (415) 896-7001 View Additional Phone Numbers 360 Spear St Ste 200, San Francisco, CA 94105
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This company offers internet services, web hosting.
This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for GoGrid, LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementAccounting Department
Number of Employees
Service AreaThis business service area covers worldwide.
Alternate Business NamesColoStream ServePath Upstream Networks
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Additional Phone Numbers
- (415) 869-6900(Phone)
- (866) 321-7284(Phone)
- (415) 869-7000(Phone)
- (415) 358-4492 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Read Complaint Details
Complaint: GoGrid failed to provide services as requested, failed to respond to inquires, then sent a unsubstantiated claim to collections and threatened to sue In or around February 2014, we entered into a term sheet with GoGrid to provide hosting services. GoGrid promised uptimes and load times that met or exceeded industry standards. In reliance upon their promises and representations, we spent thousands of dollars with a systems administrator preparing to migrate to GoGrid's servers. Upon implementation, load times appeared to be unusually slow. We lost sales as a result. We contacted our GoGrid account representative by email and voice messages that went unreturned. As a result, we had to migrate to another service and incur additional costs with our third party systems administrator. Eventually, on May 2, our system administrator found a different contact at GoGrid to inform him of the problems and that we had been forced to migrate to another server, and confirm termination and ask if anything else was needed. The representative eventually called back and indicated he would talk to management about termination and take care of it and see if there is anything they could do to resolve the issues and reinstate the contract. (The contract did not contain any particular termination limitations or requirements). We received no further correspondence or phone calls from GoGrid. Then on August 1, 2014, we received a letter from a collections agency on GoGrid's behalf claiming $15,000 was past due. We had not heard anything from GoGrid or its representatives, nor had we ever received any invoices, which was consistent with the termination. We informed GoGrid of the collections letter and asked them to correct the error. Rather than correct the error, they authorized the collections agency to commence a collections lawsuit, even after indicating they had terminated the contract and without ever providing the promised services, presenting an invoice, or any detailed explanation for the demands for payment.
Desired Settlement: We would like the business to zero out their accounts, prepare retraction letters to any credit agency to whom they have reported the alleged debt (without ever presenting the debt to us), and compensate us in the amount of $5,000 for systems administrator costs.
Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Contact Name and Title: **** *****, Mgr ******* Contact Phone: XXX-XXX-XXXX Contact Email: ******@gogrid.com The customer would have been entitled to a credit for services paid should they have requested it. Policy attached. Customer signed a contract for the services and did not open a case informing us of any shortcomings of services (see attached contract). No evidence on file of any attempt by customer to allow GoGrid to remedy any shortcomings to service. Customer is responsible for balance of contract (see attached terms). If customer can provide data proving inadequate service level, we will allow dissolution of contracted commitment per the SLA. No credits can be given beyond the terms of the SLA (max 1 month's paid service). Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) GoGrid did not respond to our initial inquiries re problems with service. Only after we were forced to migrate to another service did they respond. At that point we notified GoGrid of shortcomings in phone calls and emails. They indicated verbally they would handle the termination and get back to us if there was any way they could remedy the problems with service and restore the contractual term. They never did. That they have no record on their file is not our fault, but theirs. We have two people on our end who participated in the call. Their claim now that we were required to open a case in some manner other than sending emails, making phone calls, etc. is not supported by the contract we signed. I do not have copies of whatever policy or terms they provided BBB. They have refused to provide them to me despite multiple requests. In any event, they are not part of the two page contract we signed. We maintain they should zero out their account and compensate us $5,000 for our losses. Their offer of a 1 month credit is ridiculously insufficient. If this is any indication of their business practice -- that they will make representations on the phone but not carry them out, and attempt to hold customers to terms that were never provided to them, these are deceptive business practices and warrant attention from legal authorities. Their request for data is silly. We reported the problems at the time. We migrated off their server approximately ten days after migrating onto their server. They know that. They also know that we did not do that to go to a cheaper solution. We went to a solution that was slightly more expensive, in fact. The reason we left in such a short period is because it was not working. I do not know why else they suppose we left. Final Business Response /* (4000, 9, 2014/08/29) */ Customer contacted us directly on 8/26 and additional remedies were offered on 8/27. See attached thread.
Read Complaint Details
Complaint: GoGrid charged my account and refused to cancel my account upon my written request. Sent two cases requesting cancellation XXXXXXX indicates that services must be cancelled as per my written request. Despite numerous attempts at following up, GoGrid refused to do anything except charge the credit card for more money.
Desired Settlement: 1. A written apology. 2. A change in their business practice to honor the customer -- not abuse them. Quoting the fine print of a contract is abuse. 3. A refund for two months of over-billing. I mean seriously, even Amazon AWS is better than GoGrid at this point. A simple email to them and they bend over backwards to help. GoGrid, a support case and tons of follow up and they still get it wrong.
Business Response: Initial Business Response /* (1000, 5, 2014/05/28) */ Apologies to customer for any misunderstanding of Terms of Service. Customer request for cancel was inside service delivery month. Terms specify no refunds, and this policy can't be changed. However, to provide a superior experience, we are issuing a special refund of two months' service at the demand of the customer and will cancel the service as requested. Initial Consumer Rebuttal /* (2000, 7, 2014/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally listened.