Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The charge is from Grasshopper, who is owned by GoTo Technologies, from August 24th, 2025 in the amount of $413.11. When I initially set up my grasshopper account, for my business, in 2024, I clearly stated to the representative that I did not want my account to auto-renewed that I did not authorize my card to be stored on file for future transactions. I was explicitly assured that the account would be billed for a one-year term only, without automatic renewal. Despite this, ************************** charged my account one year later without my knowledge or authorization. This charge was not approved by me and is in direct contradictions to the agreement I had when setting up the account. I request this amount be refunded back to me and my account to be cancelled immediately, permanently. I tried to call them about this and they just kept trying to sell me more services. I requested a supervisor and they said they're all too busy taking sales calls and could call back in 24 hours. This company is predatory and I want to not only myself be refunded but also to warn others not to use them. The product and service is terrible, never worked properly and they will lie and steal from you.

  

  Business Response

  Date: 08/26/2025

  Dear Mr. ********
  Thank you for taking the time to reach out. I apologize for the frustrating experience you had with the Grasshopper team. I want to assure you that we are not purposefully trying to deceive you. Upon reviewing your case history with us, I see that you did request autorenewal to be turned off but due to an error, it was not. I have gone ahead and processed a full refund for your recent renewal charge and cancelled your account. Again, I apologize for this experience,and I do hope you find this solution satisfactory. 

  Customer Answer

  Date: 08/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/1/2025 Go-To issued me a bill for extra services that I did not authorize or request. I recently renewed my contract so that only 2 ****s utilize the Go-To Connect service on 7/2/25. I have a 3rd **** which only serves as a log in to the admin account and that **** should not have any services, so since there are no services for this **** there shouldn't be any bill for this ****. Initially when I signed the contract in October of 2024 the salesperson stated that I can reduce the number of ****s using GoTo Connect at anytime which would lower my bill down to 2 lines. I tried doing just that in May of 2025, but I kept receiving a bill for a 3rd line. That is why the sales agent and I started a new contract on 7/2/25. Since May of 2025 GoTo has been adding the GoTo Connect service to the 3rd line without authorization from me and they have been doing it under my name and they have been charging me extra for this. For the August invoice IN7104095596 they are charging me $30 for a 3rd line that I do not want when my contract is for 2 lines. Additionally after going over this many numerous times they added GoTo Connect services back to the 3rd line on 7/20/25 under my name without my authorization. I definitely did not do this because I was camping this day and I did not have access to my computer at all. Because they added GoTo Connect service to the third line they are charging me $11.61 for a partial month service fee that they added to my account in my name without my authorization. I am requesting a credit of the $30 service charge for August plus a credit for $11.61 for the partial month service fee for July plus any applicable taxes. So, I am requesting a credit to my account of $41.61 plus applicable taxes. I am also requesting that they stop adding services to the 3rd line on my account without my authorization!

  

  Business Response

  Date: 08/19/2025

  Mr. ****,

  We apologize for the experience that you have had and we will have someone reach out directly to work with you on this issue. We are still investigating the reason for the charges but will get back to you as soon as possible.

  Best regards,

  GoTo

• Initial Complaint

  Date:08/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since January 2025, I have tried to resolve billing for a product I do not have. The salesperson was unable to set up the account. However, I continue to receive bills. Despite my attempts to resolve this, no one at the company will assist me. And now, they have sent me an invoice with an early termination fee. In all, the charges total $714.65. (My attached documentation shares more details.)

  

  Business Response

  Date: 08/13/2025

  *******,

  We will have someone reach out directly with a resolution to your issue. 

  Thank you for your patience while we worked this one through our processes.

  Best regards,

  GoTo

  Customer Answer

  Date: 08/19/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I waited a few days before responding to the Business Response to see if I would hear from GoTo. As always, they promised to contact me but still have not. Despite my many calls and email to the company over the year, the staff have not attempted to resolve this issue since January 2025. It is now August 19, 2025. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a subscription for LogMeIn from several years back. We stopped using the service in 2023. When I saw the invoice from them, I did not know who GoTo was and thought it was a fishing scam. I did call them and told them we had not used Logmein for some time and we cancelled the subscription in July 2023. They sent us another invoice in July 2024. We went back and forth on the phone and they said we didn't cancel within the appropriate time frame. They then continued to threaten us with the outstanding invoice, so we paid the $498 last year (to shut them up) and at the same time, told them DO NOT RENEW this subscription. We haven't used their service for over two years. But this July 2025, they're sending us more invoices (sometimes 2 or 3 a day) harassing us again for this unpaid invoice for a subscription that we told them last year to cancel. Just bad business and they are hard to reach. No phone number on invoice and you have to call a sales number to speak to someone. Dishonest to charge someone for a service that they are not using and will not use. Especially after you told them several times DO NOT RENEW.

  

  Business Response

  Date: 08/05/2025

  Thank you for reaching out about your cancellation difficulties. While it's never easy to hear when we haven't met the needs of a customer, we appreciate the opportunity to correct our actions.  We have cancelled your account and credited you back the $498 as requested. We have sent you an email explaining our actions, and that you should see this back in your account in 5-7 business days.  Please let us know if your needs ever change and we'd be happy to assist you. 

• Initial Complaint

  Date:07/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company offers a monthly recurring charge and then adds features to the users account the account owner has NO control to turn on and off. For example my monthly recurring charge is $24/month and when i opened the account I agreed to a voicemail subscription feature at $10/month. The company then added a call blast feature without my approval.Additionally, the company doesn't offer users the ability to turn on and off features within the account. On July 24th I spoke to 3 ***resentatives within the company. The first told me he wasn't able to turn the call blast feature off. The second *** claimed to remove the feature from the account but wasn't able to offer a refund. The third *** said there was not refunds for service. I told the *** I didn't place the call blast feature on the account, can't review or remove it myself from within my account and had ********************** for 10 years. All three ***resentatives referenced the fact they're unable to issue credits. When pressing the third *** to confirm the call blast feature charge was removed from my account, he reluctantly admitted "it was requested" and I would no longer be charged on a future billing cycle, This is beyond ridiculous. To remove a feature a customer has not ordered or has NO CONTROL over within his account, the customer must call this company, speak to three ***resentatives and wait for a future billing cycle to have a feature removed.

  

  Business Response

  Date: 07/28/2025

  Dear Mr. ******
  Thank you for taking the time to reach out to Grasshopper regarding the matter of Call Blasting. The Call Blasting feature is not something that Grasshopper would add without your consent and removal was always available within the admin portal under the Features page. I apologize that you were unable to find this. I also apologize that the customer service agents you spoke with were unable to turn off the feature on your behalf. As of now, the feature is in pending cancellation status and will be removed upon your next bill date. We have provided a $30 credit which will be applied to your next bill as a gesture of goodwill.
  We appreciate you being a longtime Grasshopper customer and thank you for your continued patronage. 

  Customer Answer

  Date: 07/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 24, 2025, I was charged $64 by Grasshopper ($4 per attempt) for 16 failed brand registration submissions. Their platform failed every time, and I received no service in return. There was no clear warning that failed attempts would still incur charges.I contacted Grasshopper the same day and was told that the charges were from the government and that they had no one I could speak to for help. They refused to assist further.This is unacceptable. Their system charged me for services not rendered and provided no support or resolution. I am a small business owner, and this wiped out nearly my entire first product payout. *** filed a dispute with my bank and am reporting this to BBB due to their refusal to take responsibility. I am requesting a refund of the $64.

  

  Business Response

  Date: 07/24/2025

  ***** *******,

  I apologize that you didn't realize that you would be charged, but we clearly state in our support article and within the form to submit your brand registration that each attempted registration will incur a $4.00 charge. This is not a charge that comes from GoTo but from the carriers we are required to submit your registration form to for approval. For these reasons we cannot refund your fees, they do not belong to GoTo. 

  Best regards,

  GoTo

  Customer Answer

  Date: 07/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that while the response does not satisfy my issues and/or concerns in reference to complaint #********, I no longer wish to further pursue any action. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a subscription for LogMeIn from several years back. We moved facilities and stopped using the service a while back. When I saw the invoice from them, I did not know who GoTo was and thought it was a fishing scam. I did call them and told them we had not used Logmein for some time and they cancelled the subscription but would not refund the $349 even though it was within the week it was renewed. They do not have the courtesy to send out an email saying the subscription was up for renewal so you have a chance to cancel. Just bad business and they are hard to reach. No phone number on invoice and you have to call a sales number to speak to someone. Dishonest to charge someone for a service that they are not using and will not use. I wonder how long we paid for this without using.

  

  Business Response

  Date: 07/23/2025

  Thank you for sharing your concerns about your recent interaction with us. While it's never easy to hear critical feedback, we appreciate the opportunity to right by our customers. After ************************* with you earlier, we have credited your account the amount of your recent renewal, and have canceled your account.   Thank you for being a valued customer, and we hope that we may be able to serve you again in the future. 

  Customer Answer

  Date: 07/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Goto has billed me for services that I have never received or requested. In May of 2025 they billed $25.16 and in June of 2025 they billed me $22 for adding another license of phone extension. I did not add another license/extension I was removing a license/extension. In both of those months I tried to reduce down to 2 licenses from the 3 existing that I had. I did so, but they added a license back on as they stated that my contract required me to have 3 licenses. However, they billed me for a fourth license on both of these months. When I called a customer service *** told me that ********************** will add on services if I go below the amount that is in my contract which was three licenses. The next time I called a different *** denied that they added the services back on and refuses to give any type of credit and is very rude. If I am required by my contract to have 3 licenses then that is all well and good but I shouldonly be charged for 3 licenses nor 4. Additionally, I want to note that dealing with Goto has been very problematic from start. Initially, the salesperson made two conflicting contracts that caused a lot of confusion about the billing start date. That was evetually sorted out but only after months of following up. The customer service, billing and resolutions team offer no sustantative assistance. They all just state that the salesperson is the only one who can fix the issue. The salesperson was unreachable for months. So dealing with Goto is nothing but a headache!

  

  Business Response

  Date: 07/14/2025

  Mr. ****, 

  In reviewing your case it appears we have resolved the issue to your satisfaction. Thank you for your patience as we worked through the issue.

  Best regards,

  GoTo

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/25/2024 I purchased a Grasshopper Group, LLC virtual phone service subscription and was given customer ID number ******* and charged $763.37 for annual service with auto renewal.On 7/5/2025 I attempted to find a way online to cancel my subscription. The Grasshopper website directed customers wanting to cancel phone service to a phone number **************. I dialed the number and waited on hold for 1+ hours before giving up, as nobody was answering the phone.I ended up having to spend another hour trying to find a mailing address for Grasshopper Group, LLC. This was very difficult to do because Grasshopper apparently does not want customers to be able to contact them. I eventually found a Service of Process address for them at *************************************************************************************************. I have written a certified, return receipt requested letter to them requesting cancellation of services. (Copy Attached)My complaint is that Grasshopper Group, LLC makes it very easy to sign up online for services and subscriptions without having to call anyone, but makes it impossible to cancel services using the same online website. This is not customer friendly nor is it ethical in my opinion. I am requesting Grasshopper Group, LLC honor my request for cancellation of subscription and cancellation of my previous authorization to charge my credit card.Grasshopper is a terrible business to get involved with because of the roadblocks they put in place for customer cancellation of services. Shame on them!

  

  Business Response

  Date: 07/14/2025

  Mr. *******,

  We have cancelled your subscription per the terms of service. We are unsure why you had to wait over an hour as our average answer time was under two minutes for the day you called. We apologize for the inconvenience and make every attempt to make it easy to contact our team.

  Best regards,

  GoTo

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  

  Thank you for assisting me with my concerns in reference to complaint #********.  I am glad to hear that my account with ********************** / Go To has been cancelled.  While I accept the business response and accept the closure of my complaint as resolved, I would like to point out that Grasshopper / Go To makes it significantly more difficult on their customers to cancel a subscription than to sign up for a subscription, which is one of the issues addressed by recent 16 CFR part 425 "Negative Option Rule" by the ************************. (******************************************************************************************************)  It is unfortunate that the Negative Option Rule is not yet enforceable, but as consumers, we can continue to press forward on the right to cancel a subscription as easy as starting a subscription.   I would highly encourage and recommend to Grasshopper / Go To, that they seriously reconsider the roadblocks they place in the path of their consumers for subscription cancellation and to redesign their services and website to make it easier for customers to "break up" with them.  It should not be this hard to get an account closed and by handling things this way, Grasshopper / Go To are making it a near certainty that customers will think twice about setting up another account with them anytime in the future.   The hassle just isn't worth it and it certainly isn't "friendly".

  At any rate, it certainly feels good to be able to finally say "goodbye".

  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a subscription for LogMeIn from 2018. We stopped using the service in 2020 and the company was bought out by this company GoTO. We never signed up with them, or accepted any terms and conditions. We also never used the service after 2020 and have been billed every year. Also, our CC was ***laced by the bank more than once since, and somehow this company added the new card number and continued billing the card company. I spoke to a *** at the company today as we received our CC bill and saw the charge. After much searching I found their phone number and asked for it to be canceled and refunded. They sent confirmation of the cancelation however refuse to refund. The recurring charge was from June 25th, today is July 3rd. I never received an email stating we would be charged prior to June26th I see an email from GoTO, however thought it was spam as I didn't recognize the company name, since our contract from 2018 was with LogMeIn. We have disputed with the credit card company since the company would not cancel the charge for the unused product.

  

  Business Response

  Date: 07/08/2025

  Thank you for reaching out to us about the trouble you have been having.  It's not always easy to hear when we've done wrong, but we appreciate the opportunity to make things right.  After speaking with you earlier, and putting through a refund for $349.99, we hope we have successfully resolved your complaint. 

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  However also want to mention that at the time of responding we dont yet have the refund. 
  
  Regards,
  
  ***** ******