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:06/20/2024

  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.

  I have been billed $30 each month for the past 3 months on my credit card for a service I do not use. I have called 3 times and no resolution. The manager is unwilling to stop billing me for this service I don't need. The last time I spoke to him he finally agreed to stop billing me but he billed me any way. Their phone records show I have only used this service only once back in February or early March.

  

  Business Response

  Date: 06/21/2024

  Dear Customer,
  
  We sincerely apologize for any confusion and frustration you've experienced. At GoGoGrandparent, we strive for transparency and clear communication, and we're truly sorry if our service did not meet your expectations this time.
  
  Upon reviewing your account, we confirmed that your initial registration was completed on March 23, 2024. During this registration, our operator clearly explained that GoGoGrandparent operates as a membership-based service. You utilized our services for three rides shortly after registration.
  
  Our system is designed to proactively notify our members of upcoming charges via both email and phone calls. These reminders were sent three days prior to the scheduled charges to your account, specifically on April 19 and May 19, 2024. We sent the call reminders to the phone number on file ending in 5671. Subsequently, on the days of the charges, April 23 and May 23, 2024, we sent an email to the email on file to confirm that the charges had been processed.
  
  We have diligently checked our records for any communication from your end regarding a request to close the account prior to the charges. Our review included all phone numbers associated with your account (ending in 5671, 2900, and 5588) and the email address registered with us. Unfortunately, we did not find any requests for cancellation before the charges were applied.
  
  If there was any communication from another phone number not listed on your account, or through a different email, please provide that information so we can further investigate and ensure all your concerns are addressed. We understand the importance of customer satisfaction and are committed to rectifying any misunderstandings.
  
  Thank you for your feedback, which is invaluable in helping us improve our service. We regret any inconvenience this situation may have caused and appreciate the opportunity to resolve it. Should you have any further questions or require additional assistance, please do not hesitate to contact us directly at **************.
  
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/18/2024

  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.

  Annual payment made for ****** for what was quoted to us as "unlimited ride service" on June 17th 2024. After finding out more information after the fact will tried to cancel the very next day june 18th 2024, only to be told 90% will be refunded. This is a service that caters to the elderly and this type of misinformation can lead them to take advantage of the elderly. I need more people to know about this.

  

  Business Response

  Date: 06/21/2024

  Dear customer,
  
  We sincerely apologize for the confusion and inconvenience you experienced with our service. Upon reviewing the details of your interaction, we acknowledge that our operator did not provide the full transparency that is a hallmark of our service standards. We deeply regret this oversight and are actively addressing this through additional training to ensure our operator delivers accurate and clear information consistently.
  
  To rectify this, we have issued a refund of $12.47, ensuring that you have now received a full refund of the amount initially paid. This adjustment should be reflected in your bank account within the next 5 to 10 business days.
  
  Thank you for bringing this to our attention. Such feedback is invaluable as it highlights areas where we can improve and better serve our customers. We are committed to ongoing learning and enhancement of our training processes to prevent such issues from recurring.
  
  If you consider giving us another opportunity to serve you, please contact us at ************** and request to speak with a supervisor. We are prepared to ensure your concerns are addressed personally and to provide any assistance you need to utilize our services to their fullest potential.
  
  Again, we apologize for any misunderstanding and look forward to the chance to regain your trust.
  
  Warm regards,
  
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/17/2024

  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 called last month to try out, they took ***** and i was not happy with their service. They stated i needed to call a supervisor to cancel. They deducted ***** out of my account again. I would like my money back. (Taken indication by BBB rep. ****

  

  Business Response

  Date: 06/20/2024

  Dear Customer,
  
  We sincerely apologize for the inconvenience you've experienced with our billing process. We want you to know that we have identified a glitch in our system that *** have affected your account, and our team is actively working to resolve it.
  
  We have issued a refund of $14.99 on June 18th for the membership fee incorrectly charged to your account. Please expect to see this reflected on your bank statement within 5 to 10 business days, depending on your bank's processing times.
  
  We deeply regret any confusion and frustration this has caused. If you have any further questions or need additional clarification, please do not hesitate to contact us at ************** and request to speak with a supervisor. We are here to assist you and ensure your satisfaction.
  
  Thank you for your patience and understanding as we resolve this matter.
  
  Warm regards,
  
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/13/2024

  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.

  On March 9, 2024 my daughter gave me a $50.00 gift certificate for GoGoGrandparent (GGG). When I first attempted to use it, I was told that the credit amount was less than $50.00, and that I would be charged about $14.95 for a month membership to use the service I was given. I then tried to reserve a ride from ************* in ******* to my home, and was told the charge would be $45.00, and that i didn't have enough in my account (the actual cab fare we paid, not using GGG, was $20.00). I called GGG back, to suspend service while we were in ******, and I was told it was suspended. When I tried to use the service today I was told that another activation charge of about $14.95 had been taken, and that I didn't have enough credit for a short ride. I request a refund to my daughter of the $50.00 which was of no value because of the deceitful charges GGG imposed, of which my daughter was not informed. I also request that BBB inform other potential gift certificate buyers of GGG's scam.

  

  Business Response

  Date: 06/17/2024

  Dear customer,
  
  We sincerely regret any confusion and inconvenience you experienced with your GoGoGrandparent gift certificate and membership. We appreciate the opportunity to clarify the situation and ensure you have all the necessary information.
  
  When the gift certificate was purchased, it was specified that our gift cards are non-refundable, a policy that is clearly stated at the point of purchase on our website. This policy is in place because the gift cards directly contribute towards the immediate availability of our services.
  
  Upon reviewing your account, we see that the initial membership fee of $14.95 was deducted as part of setting up your service, which is standard for activating any new membership. When you attempted to book a ride costing $45, the remaining balance was insufficient to cover the full cost, hence the inability to complete the booking without an additional top-up.
  
  In May, you requested to suspend your service for a month. As per our procedure, your membership automatically reactivated the following month, which led to another membership charge. We understand this was frustrating, and in response, our supervisor offered one free month of service, a reduced monthly plan, and $30 in ride credits as a gesture of goodwill. 
  
  Your account has since been closed as per your request, but we want to ensure you know that the offer to reactivate your account with these credits remains available should you reconsider. Our goal is to provide a valuable service that meets the needs of our customers, and we are here to assist you 24/7. Should you decide to take advantage of this offer, please contact us and ask to speak with a supervisor who will ensure your account is reactivated with all the benefits previously mentioned.
  
  If you have any further questions or wish to discuss this matter in detail, please do not hesitate to contact us at ********************************** or call us directly at **************. Our customer support team is available around the clock and ready to assist with any concerns you might have.
  
  Thank you for your feedback, which helps us improve our services and communication. We hope to have the opportunity to serve you again and provide the positive experience that so many of our customers value.
  
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21847248
  
  I am rejecting this response because: One of my daughters gave me a $50 gift certificate as a sweet birthday gift.  The first time I went to use it, I was told that the initial value was slightly less than $50, and that the amount of $14.95 would be deducted.  I tried to reserve a ride then, and was told I didnt have enough credit, even though the ride for which we used a taxi had a fair cost of $20 (which we paid, plus tip), while GoGoGrandparent (GGG) wanted an unconscionable $45 for the trip. 
  Shortly afterward we were to travel out of town (******, **, *************) and asked to suspend our account,expecting to be able to use part of the remaining funds upon our return.  Instead, the next time we tried to use it we were told there would be another activation fee of $14.95, and that the balance remaining of $19.02 was insufficient for the ride that we then wanted to book, for which a taxi charged $12 (plus tip).
  A pleasant representative of GGG called me repeatedly, in the course of which he said there was also some $5.00 charge incurred, and offered to restore part of the credit; the amount restored would not have been sufficient for the cost GGG charges for a ride (which he acknowledged).  The final offer made by GGG was a refund of about $14 to the credit card used to purchase the gift certificate, which would be an insult to my daughter.
  Contacts with GGG have taken an inordinate amount of time, the $50 gift has not been of any benefit, the rates charged by GGG are exorbitant, the service is a rip-off on older folks and the children/grandchildren who love them.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/24/2024

  Dear customer,
  
  Thank you for your continued patience and for bringing your concerns to our attention once again. We sincerely apologize for the difficulties you've encountered and understand how disappointing this experience must have been. We take your feedback seriously, and it has been forwarded to our upper management for consideration in our ongoing efforts to review and improve our policies and practices.
  
  In the meantime, we invite you to reconnect with our support team. As previously discussed, while our ride credits are non-refundable as stated during the purchasing process, our supervisor did previously extend an offer to enhance your experience with usincluding a $30 credit to your account, which would reinstate your initial balance to $49, and a complimentary month membership. This credit combined with your existing balance could potentially cover multiple service uses, depending on the specifics of each request.
  
  Please know that our services are not limited to rides; they also include meal deliveries, grocery shopping, home services, and access to virtual fitness classes, all intended to provide comprehensive support to our members.
  
  We understand if you need time to consider this option. Should you choose to discuss this further or take advantage of the offer previously mentioned, please contact us at ************ and request to speak with a supervisor. We are committed to making this right and hope to find a resolution that restores your faith in our service.
  
  Thank you for giving us the opportunity to improve and adapt through your feedback. We hope to have the chance to better serve you in the future.
  
  Warm regards,
  The GoGoGrandparent Team

  Customer Answer

  Date: 07/01/2024

  RE; Complaint #******** GoGoGrandparents response, to essentially place me back where I thought I was when I received a $50.00 gift certificate from my daughter (but inexplicably reduced to $49) comes too late, after my having spent frustrating time talking with them, and trying to make use of my gift. At their asserted charge of $45 for a ride costing about $20 in a taxi, one use of their offer would eat up any benefit. The second time I tried to use the gift, I was told only $19.02 remained, not enough for one ride! In any event, even if their service were free it is harder to use than simply booking a taxi or Uber directly. As a matter of good conscience, I want to have nothing further to do with GoGoGrandparent except to have my complaint noted on BBB. Its the first time in my 86 years *** felt strongly enough about a merchant to voice a complaint with the BBB, and I hope grandparents, and their children/grandchildren are made aware of the poor value GoGoGrandparent offers.

  

  Business Response

  Date: 07/01/2024

  Dear customer,
  
  We sincerely apologize for the frustrations and difficulties you have experienced with our service. We understand your concerns and want to ensure that your feedback is heard.
  
  We highly encourage you to give us a call at ************** and speak directly with a supervisor. While I can only provide the information available in our system, our supervisors may be able to offer additional solutions or assistance that better address your needs and concerns.
  
  Thank you for your patience and understanding. We hope to find a resolution that is satisfactory for you.
  
  Warm regards,
  
  The GoGoGrandparent Team

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21847248
  
  I am rejecting this response because: The response asked me to call giving me a number that said it went to a supervisor; instead I held for at least 10 minutes to speak with someone who knew nothing about the complaint and wanted me to hold further.  As indicated before, I have no reason to use GGG; it charges over $14.95 a month to allow you to book calls through it to arrange transportation much more easily arranged directly with taxi or Uber-type apps, and its charges per ride far exceed regular taxi charges arrangeable through an app.    The outfit is a rip-off of older people and their children/grandchildren who are led to give it to them.

  I do thank the BBB for its assistance, and for the complaint procedure it provides. I want to hear nothing further from GGG.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/04/2024

  Dear ********************,
  
  Thank you for your continued feedback. We understand your frustration and apologize for any inconvenience you experienced when attempting to reach a supervisor. Please allow us to clarify a few points in response to your concerns.
  
  As previously mentioned, our request for you to call our support team at ************ included instructions to ask to speak with a supervisor. We regret any misunderstanding that *** have occurred regarding this process. Our intention was to ensure that you received the necessary assistance, and we appreciate your patience during the wait times.
  
  We also want to inform you that our responses to your comments are a requirement from the Better Business Bureau (BBB). It is part of our commitment to addressing all concerns and ensuring transparency. If you wish to close this BBB complaint, you would need to inform the BBB directly. Heres how you can do it:
  
  1. Log into the BBB platform: Please log into your BBB account where you initially filed the complaint.
  2. View the complaint status: Navigate to the complaint section to view the status of your complaint.
  3. Accept the response: If you are satisfied with our latest response, choose the option to accept the resolution. There should be an option to mark the complaint as "resolved" or "closed".
  4. Submit: Once you have accepted the resolution, submit your response. This will notify the BBB and our business that the complaint has been resolved to your satisfaction.
  
  We understand your decision not to use our services further and respect your perspective. We appreciate the feedback you have provided, as it helps us improve our services and practices.
  
  Should you have any further concerns or need additional assistance, please feel free to reach out to us. We are here to help and ensure that any remaining issues are addressed promptly.
  
  Thank you for your understanding.
  
  Warm regards,  
  The GoGoGrandparent Team

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21847248
  
  I am rejecting this response because:
  The service offered by GoGoGrandparent is excessively costly, and unfair to seniors and their children/grandchildren who are sucked into signing up for it because of the cute name.  I want nothing more to do with the outfit, but I wish others to be aware that it offers no benefit for the charges it asserts.

  At the outset I couldn't use a $50 gift certificate even once to book a ride for which the taxi fare was about $20; there would be no advantage to using GoGoGrandparent (GGG) even if their total cost were no more than a taxi or Uber - they simply engage one for which you must call GGG to arrange, and then hear back from, itself more complicated than using a taxi or rideshare app, or calling them directly, which would provide fast, updated information at no excess charge.

  Again, I received a $50 gift certificate, which GGG for some reason credited only $49.00, then required an "enrollment charge" of $14.95 per month before even being able to book a ride. I called to suspend service so that addition month charges won't occur during our trip to ******, and when I returned I was told there would still be another "re-enrollment charge of $14.95, that there was also some $5.00 charge for something unexplained, that resulted in my having only $19.02 in my account (how that figure was arrived at is a puzzle), and that I couldn't use that because it wasn't enough to book a ride (even though the ride cost $10.00 by taxi).

  I have closed my GGG account without any benefit from the $50.00 gift, only aggravation and loss of time.  I do not want to hear from GGG again.  I want others to be aware of what they would be getting into with GoGoGrandparent .  I thank BBB for doing so.

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

• Initial Complaint

  Date:06/09/2024

  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.

  Was charged $124 in March, 2024. They reimbursed $112.04 on 3/21/24, but then turned around and charged me a membership fee of $9.99 on 4/29/2024. I spoke with them today and they are refusing to reimburse my $9.99. Why on earth would I agree to a monthly membership after they had reimbursed an annual membership fee? It makes mo sense at all. I want my money back.

  

  Business Response

  Date: 06/12/2024

  Dear Customer,
  
  We sincerely apologize for any confusion or inconvenience related to your recent billing experience with GoGoGrandparent. Thank you for bringing this issue to our attention, allowing us the opportunity to clarify and ensure your satisfaction.
  
  Upon reviewing your account, we found that you originally registered online on March 15, 2024, opting for an annual membership. Following your request on March 20, 2024, to close your account, our supervisor offered, and you accepted, a refund along with one free month and two complimentary rides covering 5 miles each as a gesture of goodwill, encouraging you to continue with our services under a budget plan.
  
  To keep our customers informed, our system automatically sends reminders about upcoming charges. Accordingly, we issued a reminder call on April 17, 2024, and an email on April 16, 2024. We did not receive a response or a request to cancel the account following these reminders, and the subsequent monthly membership fee was charged on April 29, 2024.
  
  Per our cancellation policy, monthly plans come with a 30-day money-back guarantee if canceled within the first 30 days, and annual plan members are eligible for a 90% refund if cancellation is requested within three business days of signup and before any services are used. These policies are detailed clearly on our website.
  
  Unfortunately, since the refund for your annual membership had already been processed and the account was not canceled following the April reminders, we are unable to offer an additional refund for the monthly membership fee charged. However, we would like to remind you that you still have two complimentary rides available on your account, which we hope you will find beneficial.
  
  We understand how important it is to have clear and transparent communications, and we regret any oversight that *** have occurred during this process. Should you wish to discuss this matter further or make use of your complimentary rides, please feel free to contact us directly at ************** to speak with a supervisor.
  
  Thank you for your understanding, and we hope to resolve this to your satisfaction.
  
  Warm regards,
  
  The GoGoGrandparent Team

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising 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 created an account for my father ****** but never completed the process because I chose not to use their services. I never entered a credit card but their emails state that I have added a payment method. I have requested to be unsubscribed at least 20 times but they are still emailing with false information such as the stating I had added a payment method and just need to complete one more step. I eventually blocked their email address but as you can see in the attached photos they continue to send frequent emails. I am requesting they delete any account they have under my name or my father ***********************. I am also requesting that they stop any and all communications with my email address ************************** Continuing to be harassed by unwanted emails, which are clearly meant to alarm customers, by a company which claims to provide assistance to the elderly is beyond disappointing. Thank you

  

  Business Response

  Date: 06/05/2024

  Dear ******************,
  
  Thank you for reaching out and providing feedback regarding your experience with GoGoGrandparent. We sincerely apologize for any confusion and inconvenience you have encountered.
  
  Upon reviewing your concerns, it appears that there was a misunderstanding regarding communications from our end. We have no records of a request to fully remove your email from all communications, which includes different platforms from our standard marketing emails. For this oversight, we are truly sorry.
  
  Regarding the information about the payment method, our records indicate that a **** card ending in 2343 was entered during the online registration process on our website. 
  
  To resolve this matter, we have taken the following steps:
  - Your email, ************************** and any associated accounts have been permanently removed from all our systems and mailing lists to ensure no further communications are sent.
  - We have forwarded your feedback and the details of this case to our customer service department for review to prevent similar issues in the future.
  

  We deeply regret any distress caused by the emails you received and truly value the opportunity to rectify this situation. If there is anything further we can do to assist you, or if you have additional questions or concerns, please do not hesitate to contact us directly at **************.
  
  Thank you once again for your patience and understanding. We are committed to providing respectful and effective service, especially to families and individuals seeking assistance.
  
  Warm regards,
  
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/23/2024

  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 paid for this service, $124.00. And when I tried to get a ride to my dr. I was going to have to pay for the ride. Which is not disclosed in the the description of the services.What is the point to the services if I have pay even more out if pocket.When I paid the $124.00.I'd like a pro rated refund for not using the service any longer.

  

  Business Response

  Date: 05/24/2024

  Dear customer,
  
  Thank you for reaching out to us regarding your recent experience with GoGoGrandparent. We sincerely apologize for any confusion or inconvenience you may have encountered with our service.
  
  First, we want to acknowledge your concern. You registered for our service online on April 22, 2024. Our website clearly states that we operate on a membership basis and outlines the different fees associated with our services. We strive to provide transparency about our pricing and membership structure.
  
  During the registration process, our system indicated that annual plan members are eligible for a 90% refund of their annual membership fee if requested within three business days of signup, provided the service has not been used. This information was made available to you, and you were informed to call our ************ number to request any refunds. Unfortunately, we did not receive a cancellation request until May 23, 2024, which falls outside the eligible refund period.
  
  Our membership model is designed to keep our services reliable and safe while offering a dual-price structure that allows clients to pay only for what they use. This structure is detailed on our website to ensure clarity for all our customers.
  
  Although the initial refund period has passed, we encourage you to take full advantage of your membership. Your plan includes virtual fitness classes, access to order meals, groceries, and more. You can continue to use these benefits until your membership expires. If you wish to cancel your membership before the year is up, please let us know, and we will assist you with the process.
  
  We apologize for any confusion and hope this clarifies the nature of our services. If you have any further questions or need assistance, please do not hesitate to contact us.
  
  Thank you for your understanding.
  
  Sincerely,
  
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/16/2024

  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.

  3/07/2023 - 3/18/2023 Charged multiple times for rideshares from ******** to a pet friendly hotel in *********Told each time, by supervisors ****** or "Polo", that a reservation for such Hotel was made in my name, only to arrive to hotels that were not pet friendly, were fully booked and/or not reserved for me. I was left stranded more than once with the reassurance a new ride was on the way. Several payments were made to GogoGrandparent in attempts to find a nearby hotel, however after several hours and over one hundred dollars later, I was given a "free" ride home, over an hour away. I asked for compensation directly from one of the supervisors and was not given anything, so I closed the account, and was told there were no more payments needed to be paid under the account. Several months later (9/03/2023) I was charged $105.00 for "passed due payments".I called the company, spoke with a supervisor, and was told by a man named ****, that I would not be getting my money back before he hung up. I filed a claim with my bank (Chime), with which I had successfully settled disputes with GogoGrandparent earlier that year in March, however this time they would not approve the disputes. - Rideshares taken, with no resolution - Losses on both Drivers and riders expense - False charges to the account - Misleading agreements that cost the Rider and Driver more money and time - Account was allegedly closed back in March of 2023, between Supervisor for the company and account holder, however charges to the account were made 6 months later.- Complainant yet to receive an explanation or suitable reason for charges from the company

  

  Business Response

  Date: 05/17/2024

  Dear Customer,
  
  We sincerely apologize for the inconvenience you experienced during your recent interactions with our service. We understand your frustration and want to address your concerns as thoroughly as possible.
  
  Upon reviewing your case, we'd like to clarify that GoGoGrandparent is a service that facilitates access to third-party transportation providers like Uber and Lyft, as well as delivery services for meals, groceries, etc. We do not handle hotel reservations, and any issues related to hotel bookings would not have originated from our platform.
  
  Regarding the charges you mentioned, our records indicate that they were for the outstanding balance of the trips you took on 03-10-2023. We attempted to charge your account for these trips, but there were issues with insufficient funds on the credit card on file. Our system automatically attempted to process the payment multiple times, resulting in the charges reflecting on 09-03-2023 and 09-04-2023.
  
  We want to emphasize that our system does not charge immediately after a trip ends. Instead, it waits for one hour after the trip has ended to process the payment. We understand that this may have caused confusion, but ultimately, the responsibility lies with ensuring that sufficient funds are available on the payment method used for the transactions.
  
  We are empathetic to your situation and regret any miscommunication or inconvenience caused. While we do not have control over customer fund availability, we strive to provide clear and transparent communication regarding our services and billing processes.
  
  Please rest assured that we take your concerns seriously, and we would be happy to provide further assistance or clarification if needed. You are welcome to reach out to us directly, and we will do our best to address any remaining questions or issues you may have.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.
  
  Warm regards,
  
  The GoGoGrandparent Team

• Initial Complaint

  Date:05/12/2024

  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.

  The business charged me for a ride that I should not have gotten charged for. I called there was no rider assigned, and I finally hung up from waiting awhile and still got charged.

  

  Business Response

  Date: 05/13/2024

  Dear Customer,
  
  Thank you for bringing this issue to our attention. We understand how frustrating this situation must be, and we appreciate the opportunity to clarify the details and resolve your concern.
  
  Our records show that the ride was ordered through our automated system on May 9 at 1:25 PM. The ride was accepted by a driver at 1:34 PM and was only canceled when the driver was nearing the pickup location at 1:55 PM. At the time of your request, we provided an estimated arrival time of 23 minutes, meaning the driver traveled over 20 minutes to reach your location.
  
  Please note that rides need to be canceled within the first 3 minutes to avoid a cancellation fee, as drivers are already en route. We do not control the cancellation fees, as these are determined by the third-party provider, Uber.
  
  When you contacted us on May 9 to report the cancellation, we immediately filed the necessary paperwork with Uber. As mentioned during our call, it typically takes 5-10 business days to receive a response regarding such disputes. We are actively following up with Uber and will keep you informed of any updates.
  
  We sincerely appreciate your patience and understanding as we work through this process. Our goal is to ensure a positive experience for all our customers, and we are here to assist you in resolving this matter as swiftly as possible.
  
  Thank you for your understanding and for being a valued member of the GoGoGrandparent community.
  
  Warm regards,
  
  The GoGoGrandparent Team

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21700878
  
  I am rejecting this response because:

  this was canceled with the phone system upon ordering since there was an issue getting a driver. I will be waiting for a refund or this complaint will go rejected until you ***** the refund.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/15/2024

  Dear **********************,
  
  Thank you for your continued patience and for allowing us to clarify the situation regarding your cancellation. We understand this has been a frustrating experience, and we are committed to resolving it as efficiently as possible.
  
  We've escalated your refund request to Uber following the cancellation of your ride on May 9. While we anticipate a favorable resolution, we must wait for Uber to confirm the refund and the amount. As we await their response, it's important to note that cancellation fees are determined by several factors which include the driver's travel time to your pickup location and the time spent waiting. These fees can vary by location and may be higher during busy periods.
  
  In your case, the cancellation occurred after the driver had traveled towards your specified pickup location for approximately 20 minutes. This duration significantly influences the fee, as per the policies set by ****. We regret that we do not have the authority to alter these charges directly, as they are administered by the ride-sharing service based on the specifics of each individual ride.
  
  We strive to bridge the gap effectively between our customers and third-party service providers like Uber. However, resolutions for disputes such as this depend on their review and response times. Rest assured, we are actively following up with them to expedite your case.
  
  In the meantime, if you have any more questions or need further clarification on our processes, please do not hesitate to contact us at ************** and request to speak with a supervisor. They are equipped to provide you with detailed explanations and assist with any additional concerns you may have.
  
  Thank you once again for your patience and understanding. We value your participation in the GoGoGrandparent community and are hopeful for a quick resolution to your satisfaction.
  
  Warm regards,
  
  The GoGoGrandparent Team
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21700878
  
  I am rejecting this response because:
  I will await the refund. And like I stated before, I will only accept the resolution after the refund has been given.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/09/2024

  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.

  I purchased a ride with gogo grandparent and was told I needed a membership which I paid upfront because it sounded like a good idea all the services in one place. The purchase was in August and I found that I did not need the service and I canceled in October, Ive been charged Sporadically since October in January, I started refusing payment from my bank. I spoke with him again today because they charged me in May. They say theyve canceled but Ive gotten a new card now so they cant charge me.

  

  Business Response

  Date: 05/13/2024

  Dear Customer,
  
  First and foremost, we sincerely apologize for the confusion and inconvenience youve experienced with your GoGoGrandparent account and billing. We aim to ensure all our customers have a seamless experience, and it's clear we missed the **** in this instance.
  
  Upon reviewing your account history, it appears there was a misunderstanding regarding the status of your membership. Heres a detailed timeline of the interactions for clarity:
  
  - October 2023: You requested to suspend your membership due to wanting to change the billing date. This suspension was a pause on your account.
  - November 2023: You called to reactivate your account.
  - December 2023: You called and updated your credit card information and requested the removal of another credit card on file.
  - January 2024: You called to schedule a ride but were informed that your account was inactive due to payment issues. You then asked to keep your account inactive.
  - February 2024: Unfortunately, due to a system glitch, your account was inadvertently reactivated.
  
  Recognizing these errors, we have processed a refund for the unintended charges for February, March, and April totaling $29.99 each. We hope this rectifies the financial aspect of the issues youve encountered.
  
  We have taken steps to prevent such incidents in the future and are continuously working to improve our systems and customer service. Please rest assured, with the update of your new card information, no further charges will be processed.
  
  Thank you for bringing this matter to our attention. We value your feedback as it helps us improve and ensure similar situations are handled correctly in the future. If there is anything more we can do to assist you or further address your concerns, please do not hesitate to contact us.
  
  Warm regards,
  
  The GoGoGrandparent Team