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:12/26/2024

  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.

  **** ****** GoGo Grandparent membership was cancelled via email on 11/01/24. GoGo replied via email on 11/02/24 confirming they received our request to cancel and instructed that we needed to fill out a survey noting that our account cancellation will only be processed upon the submission of this form. Once received, well promptly deactivate your account within 24 hours. I dont believe anyone should be REQUIRED to fill out a survey in order to cancel, but we filled out the survey anyway.GoGo removed money from **** ****** Bank of America account on 11/05/24 in the amount of $29.99. I sent at least 6 emails informing them we had cancelled **** ****** membership and that they need to provide an immediate credit. There were ZERO replies to my communication and they withdrew an additional $29.99 on 12/05/2024. I called ********************* on 12/18/24 and the matter was not handled professionally or ethically: 1. I was told that we can only cancel via a phone call. Clearly not true as they replied via an email confirming receipt of our need to cancel.2. I was escalated to a supervisor who told me that she would need to forward the dispute to management who would approve or deny our credit. 3. She was issued ONE credit of $29.99 on 12/20/24. We are due TWO credits of $29.99 for removing funds from ************************************* account in November and December AFTER we cancelled membership, which they acknowledged in their email on 11/02/24. 4. I was told that GoGo called **** ****** (after we cancelled) and that she accepted a trial of GoGo Grandparent but that her trial had run out. She would not have knowingly agreed to that. Unethical business practice! 5. Their business model requires non-tech savvy elders, and yet they are REQUIRING them to complete an online surgery before they will cancel their membership? Is that legal? They are preying on the elderly. We expect $29.99 credit for the other outstanding month they fraudulently withdrew.

  

  Business Response

  Date: 01/01/2025

  Dear customer,
  Thank you for taking the time to share your concerns with us. We sincerely apologize for any confusion or frustration youve experienced throughout this process, and we appreciate the opportunity to clarify and address these concerns directly.
  When **** ****** initially requested to cancel her membership via email on November 1, 2024, our team responded the following day with instructions to complete a brief cancellation survey. While this survey is part of our process to gather feedback and improve our services, we understand your perspective and acknowledge that this may have felt like an unnecessary step.
  On November 6, 2024, **** spoke with one of our supervisors, who extended an offer of two promotional rides valid for trips up to five miles each, with an expiration date of November 6, 2025. This offer resulted in her account remaining active.
  We realize there was a misunderstanding regarding her account status, and for that, we truly apologize. To address this fully:
  - Her account has now been officially closed, and no further charges will be made.
  - A refund for the most recent membership fee was processed on December 18, 2024. Depending on the bank, it typically takes ******************************* the account.
  - As an additional courtesy, we have also processed a refund for the membership fee charged on November 4, 2024. This refund was issued today and should appear in the account within the same 510 business day timeframe.
  Please know it was never our intention to cause any frustration or inconvenience, and we deeply value **** ****** as a customer. We strive to make every experience with GoGo Grandparent seamless and transparent, and we regret that this situation fell short of those standards.
  If you have any further questions or concerns, we welcome you to reach out to us directly at ************** and request to speak with a supervisor. Were here to help in any way we can.
  Thank you again for your patience and understanding as we worked to resolve this matter.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22732760
  
  I am rejecting this response because:

  While she will accept her $29.99 credit as it was rightfully owed to her, we still believe their practices are targeted towards defrauding elderly people. 

  1. Their business model is to accommodate elders who are not tech savvy enough to utilize **** or Lyft. How on earth are they to do an online survey? If they can figure out how to do an online survey, they can certainly use an **** or Lyft App. 
  

  2. The tactic to call an elderly person after their membership has been canceled is devious. She most certainly would not have knowingly agreed to that service. She has moved back to ********** and no longer needs **** as she has multiple caregivers and family members who drive her everywhere she needs to. No means No. Many elderly might not have their hearing aids in (if they even have hearing aids) or many have dementia. Shameful. 
  

  3. While GoGo Grandparents response was cleverly worded, they are ignoring the fact that our SIX emails re-iterating that her account was closed and demanding both months credit went completely unanswered. 
  

  4. The original email should have been enough.  The six emails, unsatisfactory phone call and the fact that I had to reach out to Better Business Bureau is completely unacceptable. 

  
  Sincerely,
  
  **** ****** Care Coordinator 

  

  Business Response

  Date: 01/06/2025

  Dear customer,

  Thank you for your continued patience as weve worked to address your concerns.

  Weve fully closed **** ******' account and issued refunds for both membership charges on November 4, 2024, and December 5, 2024. These refunds have been processed, and depending on the bank, they should already reflect or appear shortly in the account.

  We understand your concerns about our survey process and follow-up communication. While the survey helps us improve our services, we acknowledge it may not suit every customer, and well review how this is communicated in the future.

  Additionally, we regret if your emails felt unanswered and apologize for any frustration caused.

  At this point, no further action is required, and the matter has been fully resolved on our end. If you have any remaining questions, feel free to contact us at ************** and ask for a supervisor.

  Thank you again for your time and understanding.

  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:12/21/2024

  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 am filing a complaint regarding unauthorized charges and deceptive business practices that specifically target vulnerable seniors. On date, my 89-year-old mother, who is visually impaired, attempted to use GoGoGrandparents service to purchase water. The result was an exorbitant $250 charge.Specific Issues:When contacted, the company claimed no record exists of an account in my brothers or mothers name Unauthorized and unexplained high-cost charges Lack of transparent billing practices Potential exploitation of senior citizens Desired Resolution:Full refund of the $250 charge Explanation of how this charge was generated Confirmation of account status Assurance of improved practices to protect senior customers I request the ********************* assistance in investigating these unethical business practices and helping resolve this unjust situation.

  

  Business Response

  Date: 12/26/2024

  Dear customer,
  Thank you for bringing your concerns to our attention. We genuinely want to assist in clarifying and resolving this matter as quickly as possible.
  Unfortunately, we were unable to locate an account in our system using the information provided in your complaint. To better assist you, we kindly ask that you or your mother contact us directly at ************** and request to speak with a supervisor. This will allow us to thoroughly review any account details, investigate what may have occurred during registration, and provide clarity on the charges in question.
  We are committed to ensuring transparency and delivering excellent service, and we look forward to resolving this matter with you.
  Warm regards,
  The GoGoGrandparent Team
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22718462
  
  I am rejecting this response because: I called them and they said they have no record of the account.  The account was set up by my brother, **** ****** for my mother, ****** ******.  It is my belief they eliminated the account to cover up their elder abuse.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/06/2025

  Dear customer,

  Thank you for taking the time to share your concerns with us. We understand how important clarity and transparency are, especially when it comes to services for your mother. After a thorough review of the account, including listening to both the original registration call with ****** ******** and the subsequent call with **** ******, we want to provide a detailed response to address your concerns.

  Firstly, the account in question is registered under ****** ********, not ****** ******. This discrepancy is likely why our team initially struggled to locate the account during your initial inquiry. However, we want to assure you that we never delete or erase customer records from our system. While we can remove payment information and deactivate an account, all account activity, history, and details remain securely stored for transparency and reference purposes.

  In reviewing the registration and membership activation process:
  - ****** ******** originally registered her account via phone with one of our agents.
  - During a follow-up call, **** ****** specifically requested the Value Annual Membership plan at $245.88.
  - The representative confirmed the cost, and **** explicitly agreed to proceed with this plan.

  Per our FAQ policy, annual plan members are eligible for a 90% refund of their annual membership fee if requested within 3 business days of signup, provided no services have been used.
  In this case:
  - ****** used the service shortly after registration, making the membership ineligible for a refund under our policy.

  The account remains active until November 2025, as the membership was prepaid for the full year. If you wish, we can deactivate the account immediately, but ****** will still have the option to reactivate and utilize her membership benefits until the end of the paid term.
  

  Wed like to remind you of the valuable services included in Angelas membership:
  - Rides for transportation to medical appointments, errands, or social visits.
  - Grocery delivery from local stores.
  - Meal delivery tailored to dietary needs.
  - Prescription pickup and delivery for convenience.
  - **** services for essential maintenance and care.
  - Live fitness classes via Zoom, designed specifically for seniors to stay active and connected.

  To further address any prior inconveniences, wed like to remind you that:
  - A $30 credit has been applied to the account by one of our supervisors.
  - Two complimentary rides (up to 5 miles each) have also been added as a goodwill gesture. These rides are valid until January 1, 2026 and can be used at your convenience.
  - The $30 credit can be applied across any of our available services.

  We genuinely value ****** as a customer and would love the opportunity to continue serving her. GoGoGrandparent was designed to simplify and enhance the lives of seniors, and were confident ****** can still benefit greatly from the services included in her membership.

  If theres anything further we can clarify, or if youd like us to proceed with account deactivation, please dont hesitate to contact us at ************** and ask to speak with a supervisor directly. 

  Thank you for your time and patience as we worked to address your concerns. We hope to continue being a trusted service for ****** and your family.

  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:12/19/2024

  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 fell in November breaking pelvis and sustaining other injuries. When I left rehab in December, I realized that I was unsafe to drive - so I researched senior transportation companies and signed with Go Go Grandparent. They promised some extra scheduling services which appeared to improve on the ********* system. I am 79 and previous to my fall was an independent driver. I first used the service on Dec. 17th to go for a doctors appointment. For my initial pick up - I was told car will arrive in 3 minutes.. No information on vehicle. I had to go out and check every vehicle to see if it was my ride. Same problem with return! Never did find right car at ************. Go Go Grandparent insisted that I should have called repeatedly until I received car info. They refused a refund of annual fee. The supervisor initially offered 2 free rides but I asked for a refund of annual membership fee (about $160.00) since, obviously, their service was not as described and I had to keep going out in the cold (with my ****** and injuries) to try to find my vehicle. This was not acceptable and was actually dangerous for me. By not initially providing identifying information they did not fulfill their promise for service. The supervisor said this information WAS provided but that waas untrue. He then blamed me for not calling again to get any identifying info. I tried to cancel my membership and get a full refund. The answer was no.. You signed the agreement.

  

  Business Response

  Date: 12/19/2024

  Dear customer,
  
  Thank you for sharing your experience with us. We sincerely apologize for any inconvenience or frustration you faced while using our service. Your feedback is invaluable, and we truly want to make things right for you.
  
  After reviewing your account and trip history, we noticed that you registered for your **** membership online. During the registration process, the platform outlines the membership options, fee structure, and refund policy, which you acknowledged during sign-up. That said, we understand that navigating a new service can sometimes feel overwhelming, especially when things dont go as planned.
  
  Regarding the ride on December 17th, we see that our system sent several notifications to your cell phone number to keep you informed. These calls were meant to let you know your drivers details and arrival status. Its possible there was a mix-up with the notifications, or they werent as clear as they should have been. To prevent this from happening in the future, we can set up your account to include text message notifications in addition to phone calls. This way, all the ride detailsincluding the drivers name, vehicle, and license platewill be sent directly to your phone via text.
  
  For your return trip, it appears the driver had trouble locating you at the hospital. We understand how stressful this must have been, especially considering the multiple entrances at such a large facility. To address this, we recommend saving frequently used pickup and drop-off locations to your account. For example, if you often visit *********************, we can save the exact entrance youd like the driver to meet you at. This would ensure smoother pickups in the future.
  
  Although your account is currently closed at your request, you still have access to the service for the remainder of your annual membership since it has already been paid for. This means youre still able to book rides or use other features like food or prescription deliveries. We also offer live fitness classes via Zoom at no additional cost. If you decide to give **** another try, wed love to set up your account with all these enhancements, including saved locations and text notifications, to make your experience more seamless.
  
  Additionally, our supervisor previously offered two complimentary rides as a goodwill gesture, and this offer remains available to you if you choose to use it. We hope this demonstrates our commitment to making things right and ensuring you feel supported.
  
  We value you as a customer and truly hope youll give us another opportunity to serve you. If theres anything else we can do to assist or improve your experience, please dont hesitate to reach out to us at **************.
  
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:12/18/2024

  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.

  My car was at a repair shop and they called to say my car wouldn't be ready until the next day and would not deliver it to me so I needed a ride to get it, I've never used an **** so I googled how to get one and it took me to GO GO Grandparents, I called them to arrange a ride and they said I had to do a membership, a one month was the cheapest I could get, $16.99, so I gave them my card number, while on the phone the car shop called and said my car was ready, someone was with me who could take me there so I didn't need the ****, I called them back and canceled the membership, 2 weeks latter I get my credit card bill and the charge of $16.99 is on there, I called them and they say tough luck, we're not refunding the money, so now I have to dispute it with my credit card company, GO GO Grandparents is a deceptive and dishonest company, they should have a negative rating with the BBB and forced to shut down operations, very dishonest people, they take advantage of seniors

  

  Business Response

  Date: 12/19/2024

  Dear customer,
  Thank you for taking the time to share your experience with us. I want to sincerely apologize for any frustration or confusion you may have encountered while using our service. Your feedback is very important to us, and I want to address your concerns as clearly and kindly as possible.
  When you first contacted us, our representative explained that GoGoGrandparent is a membership-based service that provides access to transportation through partners like **** and Lyft. During the call, the $16.99 basic membership plan was offered as an option, which allows you to use our service for 30 days. It was also explained that the membership fee is non-refundable, but you can cancel anytime to avoid future charges.
  After the auto shop called to let you know your car was ready, you reached out again and requested to cancel your membership. We completely understand how plans can change unexpectedly, and our supervisor promptly canceled your account that same day, ensuring you wouldnt be charged for the following month.
  I want to assure you that we strive to be as transparent as possible during the registration process. Our goal is always to ensure our customers fully understand how our service works, and Im sorry if this was not as clear as it should have been in your experience.
  If you have any remaining questions or if theres anything more we can do to help, please dont hesitate to call us at ************** and ask to speak with a supervisor. Wed be happy to review your account and discuss your experience further.
  Thank you for trying GoGoGrandparent. I truly hope well have the opportunity to assist you in the future under better circumstances. Please know we value your feedback and appreciate you giving us a chance.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22706966
  
  I am rejecting this response because: go go did not say the membership was an option, I was unfamiliar with them and they way they operate, I was simply needing a one time ride, the agent I spoke with said I would have to pay for a membership,  this company preys on seniors, they should have a disfavorable BBB rating
  
  Sincerely, 

   

  
  ****** *******

  Customer Answer

  Date: 12/19/2024

  This has to do with their response to my complaint, they are lying when they say I opted for the one month membership, they said I had to have a membership and the mile fee was extra, since I called and canceled shortly after I gave my credit card # and if they were an honest business they would refund that membership fee, they refuse, poor business practices and cheating a senior citizen, they should be ashamed of themselves, yeah, they can legally keep it and say "SUCKER!" But if they were a respected company they would refund the money, I recommend a negative BBB rating

  Customer Answer

  Date: 12/19/2024

  This has to do with their response to my complaint, they are lying when they say I opted for the one month membership, they said I had to have a membership and the mile fee was extra, since I called and canceled shortly after I gave my credit card # and if they were an honest business they would refund that membership fee, they refuse, poor business practices and cheating a senior citizen, they should be ashamed of themselves, yeah, they can legally keep it and say "SUCKER!" But if they were a respected company they would refund the money, I recommend a negative BBB rating

  

  Business Response

  Date: 12/20/2024

  Dear customer,
  Thank you for your continued feedback. We understand your concerns and regret that you feel disappointed with your experience.
  To clarify, our service is membership-based, which was explained during your initial call. The membership fee provides access to our platform for booking rides and other services over a 30-day period. While we appreciate your perspective, we also want to ensure transparency and fairness for all our customers by adhering to the terms agreed upon at the time of registration.
  We genuinely strive to provide excellent service and solutions to all our clients. While we are unable to offer a refund, we hope you will consider using the membership for the remainder of the 30 days, as it remains active and available for you to use at no additional cost.
  If you have any further questions, please dont hesitate to reach out to us directly. We value your feedback and thank you for sharing your concerns.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22706966
  
  I am rejecting this response because: I will accept no excuse, only a full refund, if they continue to cheat me that is on their conscience, I will never be a customer and I warn others that if they can cheat you on a technicality they will, they do not deserve a favorable BBB rating
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/15/2024

  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.

  I am medically, frail by Social Security. I am not old enough to collect, but my medical issues have a hard underlining so I was referred to go go grandparent. I have a hard time scheduling rides and other issues this way it was easy for me to call. I took a ride. I was not able to call for the pick up. The driver knew this and left me anyway mind you it was very cold outside and I resulted in pneumonia and I am just now getting over it and Im very ill. I have tried to call the service and work with him. Ive tried to call the service and speak to them on how to try to make it better, but Im not able to do so. I have tried to take the service one more time, and I was actually laughing and locked out for trying to cancel my service

  

  Business Response

  Date: 12/17/2024

  Dear customer,
  
  Thank you for sharing your experience with us. We genuinely care about our customers and want to address your concerns with understanding and clarity.
  
  You mentioned you were not able to be picked up, could you help us understand what you mean? As a reminder, our phone lines are open 24/7, 365 days a year, with operators always ready to assist. We also provide an automated system that allows for quick ride requests to help minimize wait times during busier periods.
  
  Regarding the situation where the driver was unable to pick you up, we want to clarify that our operator was actively working to assist you. However, there was an issue with the payment method on file, as it was being declined. To proceed with booking a ride, we needed to update your payment information and resolve the outstanding balance. We completely understand how this might have felt frustrating and inconvenient at the time, and we sincerely apologize. Unfortunately, ensuring valid payment is a necessary part of processing any requests.
  
  You also mentioned that you tried to provide feedback but were unable to do so. After listening to your last call with one of our supervisors, at that time, you shared that we should ensure customers are able to return home after being dropped off.
  
  Additionally, you mentioned that you were locked out of your account, after reviewing multiple calls we can confirm that we did not lock you out of your account. You requested to close the account due to dissatisfaction, and we followed through with your request. To further ensure we addressed any unresolved issues, a supervisor proactively called you to offer assistance.
  
  Were truly sorry for the frustration you experienced, and we deeply regret that our service did not meet your expectations. We are always striving to improve, and your feedback helps us do just that. If you would like to speak further or have any additional questions, please feel free to reach out to us directly at **************. We would love the opportunity to better understand your experience and assist you in any way we can.
  
  Thank you for giving us the chance to address your concerns. Were here for you.
  
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  I needed someone to take me to a Doctor appointment and stay as the procedure was being done. I talked to a customer service *** and was told yes we can have someone stay and take me home afterwards. . I signed up and was transferred to a manager. I asked if the person would stay and was informed NO we do not stay. I asked for a refund and was told No we do not give refunds. I was ripped off *****. you rob the elderly and take advantage of people. Why would you lie ? All I want is a refund. you should have honor in business transactions Robbery is a crime.

  

  Business Response

  Date: 12/11/2024

  Dear Customer,
  Thank you for bringing this to our attention. We want to sincerely apologize for the frustration youve experienced and assure you that we take your concerns seriously.
  We have filed a request for a supervisor to contact you regarding this matter. If they are unable to reach you, they will leave a voicemail with instructions to call us back. Please feel free to call us directly at ************** and ask to speak with a supervisor. They will review your account in detail and investigate what happened to address your concerns.
  We truly appreciate your patience and understanding as we work to resolve this for you.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

   

  thank you very much

• Initial Complaint

  Date:12/06/2024

  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.

  date is 12/4/2024. Amount is *****, which includes over 30% service fees of 9.84. a few months ago, I set up go go grandparent for my brother in **************. He had numerous health issues and needed transportation as **** had removed his license due to his health. Realizing excessive fees, I canceled go go. On the 24th, my brother needed ride for dental appt. He called Lyft and was told he had to sign up for monthly fee of over $24.00, and pay service fees. Due to his heart attack and medications, he was confused, and signed up for this program. His ride was $*****, which included fees of 9.84. Additionally, they billed him the monthly fee of over $24.00, and set him up to be billed monthly for this service. I called go go, and canceled this bad program, but was told not refunds for any charges. This is a rip off program preying on elderly, and in my opinion, is committing elder abuse. Now, he cannot call Lyft or **** as they track him into this bad program. Please get him a refund from this predatory company.

  

  Business Response

  Date: 12/10/2024

  Dear customer,
  Thank you for reaching out to share your concerns. We truly appreciate the opportunity to clarify what occurred and address your feedback.
  After reviewing both the registration and reactivation calls, wed like to provide some clarification regarding your brothers account and the associated charges:
  Registration of the Account:
  - The account for your brother, Mr. ********** was originally registered by you during a call in June. During this registration call, our operator thoroughly explained our membership structure, including:
  - The monthly membership fee of $29.99.
  - The additional costs for each ride requested.
  - That the membership fee is non-refundable.
  - You agreed to these terms on behalf of your brother and completed the registration. At no point was the service misrepresented, and all fees were clearly explained before the account was activated.
  Cancellation of the Original Membership:
  - Following the registration, you contacted us to cancel the account in July, and the account was promptly closed as requested.
  Reactivation by ********************** December 4th, your brother called us directly to reactivate his account and request a ride for his dental appointment.
  - During this call, the operator clearly explained:
  - The $29.99 monthly membership fee.
  - That the membership fee is non-refundable.
  - That the membership provides access to services like transportation, grocery delivery, and prescription pickup, but does not include the cost of rides.
  - Your brother acknowledged and agreed to these terms before proceeding with the reactivation and booking his ride.
  We understand your frustration and assure you that we take great care to ensure our customers are fully informed of our service terms. In both calls, our operators were transparent, kind, and thorough in their explanations.
  Its important to note that at no point was your brother tricked into signing up. Rather, he contacted us directly to reactivate his account, and the operator followed proper procedures to ensure he understood the terms before proceeding.
  We also want to clarify that we do not limit customers ability to use other ride services like **** or Lyft. Customers can still use those services directly if they choose to. GoGoGrandparent provides an added layer of convenience and monitoring for those who prefer our assistance in managing their rides and other needs.
  We are deeply sorry if there was any confusion or miscommunication. Please know that we are here to help. If you have any additional questions or concerns, we encourage you to contact us directly at ************** and request to speak with a supervisor. Wed be happy to review the account further and address any lingering concerns.
  Thank you for your time and for bringing this to our attention. We value you and your brother as customers and want to ensure we provide the best possible service.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:12/05/2024

  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.

  I signed up for this service, paid the monthly charge of $29.99 and then set up my appointment to go to my doctor. I had told them multiple times I am a wheelchair user and would need some extra help. They told me not a ********** driver then went to the wrong place, stressed me out and yelled at me about being rude, which I wasn&#**;t. When he finally got to my home, he looked unprofessional and was unprepared. He couldn&#**;t help me in my wheelchair and almost dumped me out on the steps. I ended up missing my appointment and when I called about the ride issues, they said it was cancelled too late and I would still be charged. I didn&#**;t cancel it, it just didn&#**;t work for me.

  

  Business Response

  Date: 12/06/2024

  Dear Customer,
  Thank you for bringing this matter to our attention. We truly value the opportunity to address your concerns. We understand how frustrating this situation may have been, and **** submitted a request for a supervisor to contact you to review your account and discuss the matter in detail. If they are unable to reach you, they will leave a voicemail with instructions on how to get back in touch. You can also call us directly at ************** and request to speak with a supervisor.
  To clarify, our service is curb-to-curb, which means drivers will pick you up at your driveway or curb but are not able to provide physical assistance. This is due to liability considerations, as drivers are not trained or certified medical professionals. If additional assistance is needed, such as help getting in and out of a vehicle, we recommend having a caregiver or loved one. However, we can always request that drivers assist with loading items, such as foldable wheelchairs, into the vehicle. While many drivers are willing and able to assist, there are cases where a driver may have limitations that prevent them from doing so.
  If a customer encounters a driver who is unable or unwilling to provide assistance specifically related to a wheelchair or other needs, we can request a new driver to ensure a better match. Additionally, we can take steps to ensure that the customer is not paired with that driver in the future.
  We sincerely apologize for the experience youve had. Please be on the lookout for the supervisors call, and remember, you can call us at any time at ************** and request to speak with a supervisor.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:11/20/2024

  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.

  My mother had a credit of $44.02 on her account. She passed away. Company does not offer refunds of unused credits. I'm her daughter and I paid the $50.00 credit for mom to use. It was reduced by a fee to $44.02. I am requesting the $44.02 refunded. They intend to keep the credit for no services rendered.

  

  Business Response

  Date: 11/22/2024

  Dear customer,
  First and foremost, please accept our deepest condolences for your loss. We understand how difficult this time must be, and we truly appreciate you reaching out to us.
  Weve requested that a supervisor review your mothers account and contact you directly to discuss this matter further. If the supervisor is unable to reach you, they will leave a voicemail with follow-up instructions. In the meantime, if you would like to get in touch, please dont hesitate to call us at ************** and ask to speak with a supervisor.
  We are committed to providing support and ensuring that your concerns are addressed. Thank you again for bringing this to our attention, and we hope to assist you soon.
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Proud

• Initial Complaint

  Date:11/14/2024

  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.

  I called go go grandparents to check them out and see what they charge. They wanted my bank information and address and phone number before they would tell me anything about the prices. I dont know what happened but they charged me 500 twice that day then when I got my bank statement they have taken another 20 dollars out. I called them told them I never authorized all these charges. They never heard of me. I would like to know how to get them to stop taking money out of my checking account. I live on fixed income am I do not have money to keep giving them. How can I get them to quit taking money from my account. I have never used them or anyone for a ride.

  

  Business Response

  Date: 11/15/2024

  Dear customer,
  Thank you for reaching out and sharing your experience with us. We understand how important it is to feel well-informed and confident when using a new service, especially during an urgent situation like a hospital visit.
  After reviewing our records, wed like to provide some clarification. Your GoGoGrandparent account had already been registered, and during your call, our representative was assisting you with booking a trip and activating your account by selecting a membership plan. Our membership options, including pricing and service fees, are displayed on our website at *******************************************************.
  During the call, our representative began explaining the membership details and the 27 per minute concierge fee, which covers our coordination and booking services. However, given the urgency of your request, you asked her to skip the full explanation and proceed with booking the ride as quickly as possible. Understanding the situation, she promptly assisted in activating your account under the $14.99 monthly plan, ensuring you could access our service right away.
  Regarding your concerns about charges, our records reflect only the authorized charges related to the services provided: the $14.99 monthly membership plan and the concierge fees for your ride. We have not found any additional charges of $500 or $20, so if there are unfamiliar charges on your bank statement, we recommend confirming those with your bank.
  We know how essential it is to manage expenses on a fixed income. If youd like, we can ensure your account is deactivated to prevent future charges. Weve also requested that a supervisor review your account to offer any additional assistance you may need. Youre welcome to call us at ************** if youd like to speak with them directly.
  Thank you again for choosing GoGoGrandparent. Were committed to making our service as straightforward and supportive as possible, and were here to help with any additional questions.
  Warm regards,
  The GoGoGrandparent Team