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:06/12/2025

  Type:Product 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.

  They just completely ripped me off.They did not tell me about the $245 annual membership fee and now will not refund me my money despite the fact that I havent used their services since 5 days before the charges and have cancelled my account, They said because I didnt respond to the email initially that entitled them to deduct the money from my account without my permission.I feel completely violated and not okay that they have access to my bank card/account now.Its not even worth pursuing legally but wow.And Ive never left a review here before so that shows you how upset I am and feel this business is a scam and everyone needs to know before they give there money to it.

  

  Business Response

  Date: 06/13/2025

  Dear Customer,
  Were truly sorry to hear about your experience and completely understand how upsetting this situation has been for you.
  As a courtesy, a refund for the membership charge has already been processed. Depending on your bank, it may take 510 business days to appear in your account.
  We take your feedback seriously and are always working to improve the clarity of our service. If there's anything else we can assist with, please dont hesitate to reach out.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/12/2025

  Type:Billing 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.

  Initially may 15 2025 was an ************ May 27 ******************************* addition to ************, I was charged for a membership I did not authorize or subscribe to, it just popped up on my credit card bill.

  

  Business Response

  Date: 06/13/2025

  Dear Customer,
  Thank you for bringing this to our attention. We completely understand how concerning unexpected charges can be and appreciate the opportunity to address your concerns.
  As a courtesy, a refund for the membership charge has already been processed. You can expect to see the amount returned to your account within 510 business days, depending on your banks processing time.
  If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/12/2025

  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.

  04/13/25 and 04/20/25 gogo grandparent has a web site I have never used. I have looked at it and the only way to register is to join by choosing a yearly membership costing money to join. i just needed a ride to the pharmacy. i called the company they said they could provide me with transportation. i arranged a ride to ***. for my medicine. they made it seem vermple. in viewing my bank statement i saw where gogo grandparent charged me $****** on 4/20/25. I have spoken with a supervisor concerning this ****** charge to me. she told me I had agreed to join their company for a year for ****** when I called to ask for a ride to the pharmacy. I knew nothing about joining their company for a year. I just needed a ride. she said I was told and agreed to join. this is NOT truthful. I never knew they had a year membership to join when I called for a ride. I just needed a ride that day. of course I had to give my credit card information for my ride. but I was never told about any yearly membership nor ever agreed to join. their supervisor refused to give me detailed information and would not tell me who I spoke with and could not present to me any form, verbal or written, where she claimed I agreed to give them ******. they have taken my money and refuse to return it to me. I am in my 70s and get little social security to live on. AND why would I want to join for 245 88 , and pay all their various travel charges, when I could just call **** or ride share for the same ride without a ****** dollar yearly fee. I had since looked at their website and it won't even let me register unless I pay for a yearly membership *****.this yearly membership form is on line, not over a telephone conversation. AND their supervisor told me ' they sent me an email warning me and I did not act on it, but on the 13th of April when I first called to ask for a ride to the pharmacy they sent me over 10 emails all titled 'support'. now how many of these before someone cries wolf.

  

  Business Response

  Date: 06/12/2025

  Dear Customer,
  Thank you for sharing your concerns. We understand how frustrating it can feel to be charged for a service you didnt intend to sign up for, and we truly appreciate the opportunity to review this further.
  After carefully listening to the call from your original registration, we were able to confirm that the 7-day free trial and annual membership were clearly explained. The representative let you know that the service would convert to a $245.88 annual membership if not canceled before the trial period ended, and you chose to proceed with the service and ride.
  That said, we absolutely hear and respect your concerns. As requested, your account has been closed. No future charges will occur. However, since the annual membership has already been paid, your account remains eligible to use our services through April 2026 if you decide to reactivate it. Youre always welcome to call us and wed be happy to help reopen the account.
  We appreciate you taking the time to share your experience and wish you the very best.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/08/2025

  Type:Delivery 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.

  My father (88 years old) used go go grandparent today to order a ride from one address in ******************** to another. Go go grandparent quoted him $17-19. The ride was eventually billed at $68 because the driver (who go go grandparent ordered for my dad) "ended" the ride in the wrong location.First - this caused me to worry that my parents had been taken to the wrong place. Go go grandparent is supposed to be helping seniors and their families.Second - customer service was totally unhelpful. **** take no responsibility for the errors. We now have to wait 15 business days for them to hear back from the vendor and then consider crediting the account. This means that I have another thing I have to worry about for my parents.The service is meant to make life easier but it does not do that.

  

  Business Response

  Date: 06/10/2025

  Dear Customer,
  Were truly sorry for the distress this situation caused you and your parents. After reviewing the ride, we confirmed that while your parents were dropped off at the correct location, the driver ended the trip at the wrong time, which resulted in an overcharge.
  
  As we informed you over the phone and on your previous review, weve submitted a fare review request to our third-party provider and, as soon as we receive a resolution, well process any applicable refund directly back to the credit card on file. This review process typically takes 510 business days.
  
  As requested, the account has been closed. We sincerely apologize for the inconvenience and appreciate you bringing this to our attention.
  
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/27/2025

  Type:Product 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.

  I called to inquire about the services provided because I needed rides to appointments and for grocery shopping orders. I signed up but was not informed of the recurring charges and per mileage and per minute fees on top of the services being provided. My grandson told me all of this after realizing I had been charged for a monthly subscription fee and researching the company. He is my fiduciary Power of Attorney and called the service to have it cancelled and was informed I would receive a refund. I also called to confirm that a grocery order i placed would not be processed and the representative said they would need me to call back to confirm if I wanted the order to go through. I did not call back after that. 4 days later I the monthly subscription charge was back on my card so my grandson called back to confirm the services should be cancelled and refund issued. The representative LIED to my grandson and said that I called back to reinstate my account and place an order and that I had his information removed and permission revoked so the he could not make further decisions. I DID NOT SAY THAT. My grandson called back again and patched me through on a 3 way call with Supervisor ***** who was rude and would not issue my refund because it was past the 24hour window. My grandson called and cancelled the service the same day that I signed up and tried to place my grocery order, so this is another LIE. I never used the service, had no orders placed, and deserve my refund as the service was cancelled the same day it started. I will also be contacting my bank to dispute this unlawful charge. Terrible **************** to have created such a lie about what i said and did and charged me for a full monthly subscription fee when I never used the service and cancelled the same day.

  

  Business Response

  Date: 05/28/2025

  Dear Customer,
  
  Thank you for sharing your concerns. We completely understand how frustrating billing confusion can feel and appreciate the chance to look into this for you.
  
  After reviewing your account and the registration call, we did find that during your sign-up, our team clearly explained the monthly membership fee, how services are charged to your card, and that theres no cancellation fee. You also placed a grocery order on May 23rd with Giant Eagle, but the transaction could not be completed because the order total exceeded $150 and your bank declined the charge. Our representative advised that you contact your bank to authorize it.
  
  Your account has since been deactivated per your request. If youd like to further discuss your account or have any lingering concerns, youre always welcome to call us back and ask to speak with a supervisor directly. Wed be glad to help.
  
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23382737
  
  I am rejecting this response because:

  did you review the call where my grandson stated I have a medical condition that does not warrant me making these types of decisions and that your representatives reactivated the account after being told that? My bank did not decline the charge because the money is there. The order was cancelled because my grandson called and closed the account, but you are insisting to still charge me for the monthly membership. This is extremely unethical and a way for your business to steal funds from elderly, incompetent and unaware citizens. The account was to be closed the same day as the registration call so your team had no business reactivating it and charging me again for the monthly membership. I do not accept your response and still expect a refund. This is completely unprofessional and you continue to lie about what happened. Bottom line the account should never have been reactivated after your team learned of my medical condition and incapacity.

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/29/2025

  Dear Customer,
  Thank you for following up. We understand this situation has been upsetting and appreciate you taking the time to share your concerns.
  To clarify, your account was charged only the standard monthly membership fee. While we respect your grandsons role in supporting you, our team acted based on the information available during each call. We do not offer refunds for membership charges.
  Your account is now deactivated, and weve noted that any future questions or concerns should be directed to a supervisor.
  We appreciate you bringing this to our attention.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23382737
  
  I am rejecting this response because:

  it is unacceptable to not refund the monthly membership fee when service was cancelled the same day and no orders were processed. I am not using the service so I should not be out $30 for nothing. This is horrible customer service and you clearly have no compassion or humanity when handling situations, especially for a company focused on helping the elderly. There is no reason you cannot issue me a refund when no services were used and I cancelled right away. I would never recommend your service to anyone for the time and stress this has caused me and my family members all so your company can keep my $30 for doing nothing. Absolutely disgraceful and you should be ashamed of yourselves, regardless of your policy.  
  

  I would like the BBB to step in and rectify this situation if the GoGoGrandparent is not willing to issue me a refund. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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.

  A fraudulent unauthorized charge made to my debit card. I used the car service twice and paid each time separately. The day after final ride 5/22/25 the company went in and charged me $245.88 for an annual membership. I was never informed about this nor did I accept agree or authorize this transaction on my credit card. On May 23 they sent an email stating my account was closed as of that date. However my bank account debit card has not been refunded.

  

  Business Response

  Date: 05/28/2025

  Dear Customer,
  Thank you for reaching out. We truly understand how upsetting unexpected charges can feel, and we appreciate the opportunity to look into this for you.
  After reviewing the call from when your account was created, we confirmed that the 7-day trial for our annual membership was clearly explained, including that it would convert to a $245.88 yearly plan unless canceled before the trial ended. You also asked how to cancel, and the representative provided that information during the same call.
  Your account has since been deactivated as requested, and no future charges will occur. A supervisor attempted to contact you on May 27 but was unable to reach you and left a voicemail. If you're still hoping to speak with someone directly, youre welcome to give us a call anytime and ask for a supervisorwed be happy to review your account further with you.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23381003
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** E ********

  Customer Answer

  Date: 05/28/2025

  My account was closed by ********************** via email on May 23 2025  therefore their charge of $245.88 should be returned to my bank account immediately. They can't charge me for a service I never received. This transaction was NOT agreed to or authorized by myself. It is a fraudulent charge. They scam consumers by using their credit card information for an **** ride and charge additional monies on their account without their knowledge or consent !!

  

  Business Response

  Date: 05/29/2025

  Dear Customer,
  Thank you for taking the time to share your experience. We understand how unexpected charges can be frustrating and truly appreciate the opportunity to review your concerns in full.
  After carefully reviewing your registration and account history, heres what we found:
  You registered for GoGoGrandparent services online, where the membership options and pricingincluding the 7-day free trial and the $245.88 annual planare clearly outlined. During your call with our representative, the trial and annual membership were again explained. You were told that you would not be charged immediately and had a full 7 days to cancel if you didnt wish to continue. You were also informed that you could cancel by simply calling us back.
  On May 20, we sent you both an email and a phone call reminder letting you know that your free trial would be ending soon. Then on May 22, you took a ride through our serviceone day before the annual membership charge was processed. Your account was deactivated on May 23 per your request.
  Additionally, one of our supervisors attempted to contact you on Tuesday, May 27, to discuss your concerns and review your account with you directly. Unfortunately, they were unable to reach you and left a voicemail. We encourage you to please call us at your convenience and ask to speak with a supervisor so we can continue addressing your concerns directly.
  Thank you again for your feedback. We take it seriously and are always looking for ways to improve our service and communication.
  Warm regards,
  The GoGoGrandparent Team
  
  
  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23381003
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** E ********

  Customer Answer

  Date: 05/30/2025

  Again charge for $245.88 was unauthorized. As a matter of fact: company said I had a free 7 day "trial" membership. My first ride with them was on May 18th seven days from then would have been may 24th or 25th. However it was on May 23rd (only 5: or 6 days) that they not only illegally charged my debit card $245.88 BUT also closed my account on the same day 5)23.  My only acceptable resolution to this unauthorized charge is an immediate refund to my bank account if $245.88. nothing else will be accepted!!! Additional complaint has also been filed against your company with the states attorney general office!!!!

  

  Business Response

  Date: 06/03/2025

  Dear ******************start="129" data-end="132"> We truly understand how frustrating this has been and appreciate you taking the time to share your concerns again. Weve carefully reviewed your account, including your registration, ride history, and the timing of your membership charge.
  The $245.88 charge was processed in line with the 7-day trial terms that were outlined during your call and through follow-up reminders. Your account has since been closed, and no future charges will occur.
  If youd like to talk this through further, youre always welcome to call us and ask to speak with a supervisor. Were here to help.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23381003
  
  I am rejecting this response because: absolutely not . I've read the numerous numerous numerous complaints about your company on both the BBB ant the "scam" sure TRUSTPIOLOT!!! You are scamming particularly older clients!!! Every illegal unauthorized charge to consumers is answered by you..." Can't find information on your account"  you claim to have recordings of conversations about yearly membership charge of $245.88 but can never provide the proof of conversation. Of course you can't..because it was never discussed or agreed to. I noticed you only charge everyone the "value* price membership with no mention of the "basic " price membership. That's all part of your SCAM!!!  Sometimes your answer is 7 day free trial in other answers it's 30 day trial!!!!  Then still in others..it's a "monthly " membership fee or in others an annual fee !!! You just can't seem to get your story straight.  So many lies..you can't remember what your reply to one complaint was versus a  totally different reply to another !!!
  
  Sincerely,
  
  **** E ********

  

  Business Response

  Date: 06/04/2025

  Dear Customer,
  Thank you for taking the time to share your concerns. We understand you remain frustrated, and were genuinely sorry this experience has caused you so much distress.
  Weve thoroughly reviewed your account, including your registration, communications, and charge history. The $245.88 charge was processed in accordance with the 7-day trial you received during signup, and your account has since been closed to prevent any future charges.
  We recognize that you disagree with our explanation, and we respect your perspective. If at any point you'd like to speak with someone directly, youre always welcome to call us and ask for a supervisor.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23381003
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** E Schlegel  absolutely NOT. You now "must" provide the so-called recorded conversation that states I agreed to ANY membership whatsoever.  However I know you can't provide any such PROOF!! Because you haven't any !! Your company is nothing but a scam I will do absolutely everything to shut your website down and make sure you never ever illegally scam another consumer. Look on every **** website and you will find your company's name

   !!???

  . particularly to the elderly. 

• Initial Complaint

  Date:05/17/2025

  Type:Billing 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.

  Unauthorized account

  

  Business Response

  Date: 05/21/2025

  Dear Customer,
  Were truly sorry to hear about your experience and understand how frustrating unexpected charges can feel. Our goal is always to be clear and helpful, especially for those using our service for the first time.
  When your account was created, our team explained how GoGoGrandparent worksincluding that were a membership-based service offering a 7-day free trial. During the call, the Value Annual Plan was selected, and we shared that after the trial, the $245.88 charge would process automatically unless canceled in time. We also noted that the membership is non-refundable, and sent reminder calls and emails three days prior to the charge.
  With your membership, you have 24/7 access to ride scheduling with **** and Lyft, meal and grocery delivery, home services, and live virtual fitness classes held twice a week over Zoom. We know how important easy, reliable services areespecially during stressful times.
  Weve submitted a request for a supervisor to reach out and review your account to see what resolution may be possible. If theyre unable to reach you, theyll leave a voicemail. You're also welcome to call us anytime and ask to speak with a supervisor directly.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/16/2025

  Type:Product 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.

  This business stated that my husband called in to establish membership with them around September 21, 2024 for something like ride share. However, they used my debit card information, and I am just realizing that they have been charging me a monthly fee for several months -for the months of Sept. 21, Jan, Feb, March and May of 2025. They state that my husband set this up, but are charging my debit card. Please help!!!

  

  Business Response

  Date: 05/21/2025

  Dear Customer,
  
  We understand how frustrating unexpected charges can feel and appreciate the opportunity to clarify. On the day the account was created, we spoke with both you and your husband. Although the account is under his name, you were also added as a user, and you personally authorized the use of your debit card during that same call.
  
  As with all our memberships, we sent automated phone calls and emails before each monthly chargeincluding a reminder three days in advance and another on the day of billing.
  
  The account has since been closed, and no further charges will be processed. If youd like to speak with a supervisor directly, please dont hesitate to give us a call.
  
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23339482
  
  I am rejecting this response because: I never authorized this membership, nor did my husband. When I initially spoke with them they only said that my husband approved the memnbership; then they tell you that both of us approved it.  These people are scammers. I earnestly believe them to be. I would like to hear the recording of us accepting the membership.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/23/2025

  Dear Customer,
  We appreciate your continued feedback and understand your concerns.
  To clarify, on the day the account was created, both you and your husband were present on the call. While the account is listed under his name, you were added as an authorized user, and you personally provided and approved the use of your debit card during that conversation.
  We also sent automated calls and emails to the contact information on file before each monthly charge, including reminders three days in advance and the day of billing.
  We regret that you feel this way about our service. The account has been closed, and no future charges will occur. At this time, we have no further updates to provide, but a supervisor is welcome to speak with you if you'd like to revisit your experience.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/13/2025

  Type:Product 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 April 11th I called GOGOGRANDPAREN RIDE SERVICE to make arrangements to get picked up in the morning from work the lady asked me about the membership on the phone I told her I don't know she said that's fine I can call back if I decide to want to get the membership then she was making arrangements for my ride which was $16.99 she asked me if that was fine I told her yes go ahead and run my bank card through the next morning she called me saying that the ride price changed that it's going to be $22.63 and I asked her you already charged me already on my bank card for $16.99 she told me that that will be refund but I never received the refund then I noticed 5/12/2025 $16.99 again was taking our of ******* card account on my app that showed it then I called spoke to a manager he said when you sign up through the service you get a membership and I told him that's not the information that was told to me then he said they don't refund so I told him that I got in touch with my bank they're going to refund my money and they're going to do investigation on the behalf of them tapping into my account and I did not authorize it two times of $16.99 I am not happy and very upset. The reason why I said that because I had to deal with another ride transportation and file through you guys's company and then you guys said you would not go forward with the complaint so I went through a different customer service and then now they did this to me. And if you guys need proof of what's being taken out of my account from this company I can provide that

  

  Business Response

  Date: 05/15/2025

  Dear Customer,
  Were very sorry to hear this experience left you feeling frustrated, and we appreciate the chance to clarify what happened.
  When you called us on April 10th, our team explained that GoGoGrandparent is a membership-based service. You were offered our Basic monthly plan for $16.99, and that amount, along with how the plan works, was discussed during the call. You confirmed your understanding and chose to move forward. The first charge of $16.99 was processed that same day.
  You then took a ride on April 11th, which cost $22.63. That charge was separate from your membership and covered the actual cost of the ride through our partner services. Before that ride was confirmed, the operator let you know that the price had changed due to availability and demand in your area, which is a normal part of how **** and Lyft set pricing. You agreed to proceed with the updated fare.
  Because your plan is monthly, a second $16.99 membership renewal was processed on May 10th. To help prevent unexpected charges, we also placed a reminder call three days in advance, using the phone number we have on file.
  Weve reviewed your account and found that all charges were consistent with the plan you selected and the services used. There were no duplicate or unauthorized transactions.
  We truly understand this may not have been the experience you hoped for, and we're always here to walk through account details with you. If youd like to speak with a supervisor, please call us at (855) 464-6872wed be glad to help.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/08/2025

  Type:Billing 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.

  Ride share driver's overcharging and GOGO ignores it. They say they inquire but always side with the ride share company. I want to know what factors warranted a surge fee at 10 a.m. It was not a holiday, and the traffic was not heavy. Told by representative that if I didn't like being over charged then don't use the ************* I was charged 3X quoted rate. Ride should have been around $17.00. Trip Information Trip Date: Wednesday, April 30, 2025 9:50 AM Trip Pickup Location*: ************************************************** Trip Dropoff Location*: ***************************************************************************************************** Trip Distance: 6.97 miles Trip Duration: ***** minutes Surge Factor: 3x ** Driver Benefits: $0.32 Access for All Fee: $0.10 Clean Miles Standard Regulatory Fee: $0.09 Booking Fee: $7.49 GoGoGrandparent Costs Concierge Fee: $5.82 ( ***** mins x $0.27/min )Total Cost: $52.74 - $10.00 (*********************) = $42.74

  

  Business Response

  Date: 05/09/2025

  Dear customer,
  
  Thank you for reaching out and sharing your concerns. We're sorry to hear about your frustration with the recent ride charge, and we understand how important clarity isespecially when it comes to pricing.
  
  A supervisor will be calling you today to review your account in detail and go over the charges. If, for any reason, they're unable to reach you, they will leave a voicemail. Please feel free to return the call and ask to speak directly with a supervisorwe want to make sure youre fully supported.
  
  For future rides, we encourage you to call us right away if anything seems off. That way, we can file the necessary paperwork with our partners in a timely manner and work toward a fair resolution.
  
  Thank you again for giving us the chance to help.
  
  Warm regards,
  The GoGoGrandparent Team