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:11/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has a product called Logmein. They have auto-renewal terms but offer no way of cancelling their subscription online.Recently, my business was charged an annual fee of $349.99 for a full year to cover the 11/15/25 to 11/14/26 time frame. When I tried to cancel several days prior to the 11/15/25 renewal date, I was unable to find any way to cancel their annual subscription. I believe this is actually illegal in light of the ***'s recent Click-to-Cancel Rule.When I dialed in today to cancel, it was difficult to get a hold of a customer service **** and after extensive attempts to retain our subscription, no pro-rated refund was offered. Basically, this is a scumbag business, engaging in the now illegal practice of making their software subscriptions as difficult to cancel as possible. Rather than improving product quality, they are relying on dirty tricks like adding extensive friction in the cancellation process to retain ******** NOT use their services.

  

  Business Response

  Date: 11/19/2025

  Thank you for reaching out to us with your billing concern. After reviewing the account and timing, we have credited you back your most recent renewal fee of $349.99.  This should be reflected with your financial institution within 5-7 business days.  It's often hard to hear when we haven't done right by our customer, but we do appreciate the opportunity to correct our mistakes.  

  Customer Answer

  Date: 11/19/2025

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

• Initial Complaint

  Date:11/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GoToMyPC recently charged me nearly $420 for an annual subscription renewal that I did not authorize and have not used in many months. No notice or reminder was provided prior to the renewal, despite standard industry practice and despite the fact that most subscription-based services send advance billing alerts.What makes the situation more concerning is that the payment was processed on a credit card that was previously reported stolen, yet GoTo Technologies was still able to charge it.When I noticed the unexpected charge, I contacted customer support immediatelywithin 24 hours of the renewalto cancel and request a refund. I was told the renewal was non-refundable and no exceptions would be made. Their representative acknowledged the account had not been used and confirmed they could see my cancellation request was immediate, yet still refused to resolve the issue.I currently use other GoTo Technologies products with no issue and I am willing to pay for services I actively use. However, being forced to pay nearly $420 for a product I neither use nor authorized, especially without notice, is unreasonable and feels deliberately predatory.I am requesting:A full refund of the unauthorized renewal charge Confirmation that the GoToMyPC subscription is cancelled and will not renew Assurance that my billing information will not be reused improperly in the future I attempted to resolve this directly with the company, but their policies and support have been unhelpful and inflexible. Their refusal to issue a refund under these circumstances is unacceptable.Thank you for your assistance.

  

  Business Response

  Date: 11/17/2025

  Thank you for reaching out to us about your recent billing issue. While we never like hearing when we haven't done right by our customers, we do appreciate the opportunity to resolve the issue. Upon further review, we have fully refunded the $420 requested - you should see this back in your financial institution within 5-7 business days. Again, our apologies, and thank you. 

  Customer Answer

  Date: 11/17/2025

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

• Initial Complaint

  Date:11/10/2025

  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.

  My account was billed $55.50 USD on Nov 9 2025, though my plan is $19.50 USD. The difference ($36 USD) corresponds to eight separate $4.50 brand registration fees, despite the form clearly stating this was a one-time fee. I was never informed that multiple attempts would incur repeated charges, nor did I receive any support response after repeated inquiries.I repeatedly reached out to customer support for clarification and assistance before and after the charge, but no one responded. When I finally reached a representative by phone, they confirmed the extra charges but refused to offer a refund or any goodwill credit.The service failed to provide what I was paying for the *** verification never worked and I was misled into incurring multiple fees due to the lack of transparency and support.I am requesting a full refund of $55.50 USD and confirmation that my account is closed and no further charges will occur.

  

  Business Response

  Date: 11/13/2025

  Dear Mr. *****
  My name is ********* and I am reaching out on behalf of Grasshopper Support. I sincerely apologize for the trouble you have experienced with our support team as well as attempting to register your number for SMS verification.While the texting capabilities are included with Grasshopper subscriptions, the requirement for SMS verification is a requirement from the carriers that we are obligated to comply with. Without registration, SMS messages cannot be sent.Upon submitting a Brand registration form, the brand registration fee is collected by Grasshopper, without markup, and paid directly to the carriers. We do our best to specify that each submission is subject to an individual charge,I apologize if that was not made clear to you. Because this fee is sent directly to the carrier, it is not in our abilities to refund you those charges. Unfortunately, the carrier is also the team to review and approve any 10DLC campaign registrations, not the Grasshopper support team. While we do our best to support our customers, the ultimate approval or denial does not come from our team. I apologize that you felt that we did not support you during this journey. You cases to our team are under review and all involved support agents will be coached to provide better service moving forward.
  
  While we cannot refund the registration charges, as they are paid directly to the carrier, I have refunded your subscription fee and have cancelled your account, as per your request. You will receive no future charges from us.
  
  Thank you,
  ********* Grasshopper Customer Support

• Initial Complaint

  Date:10/28/2025

  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.

  When joining, it was all online with credit card info. Now when I want to cancel there is no easy online cancel process within my account. I had to call in and talk to someone who then tried to sell **** thought an Amazon court case said this was not allowed.

  

  Business Response

  Date: 10/29/2025

  Thank you for reaching out to share your concerns. While we do have online cancelation available for some of our products, we don't yet have it for all of them.  There was a ruling in front of the *** earlier in the year about this, but there was a pause put on it for now. Meanwhile, GoTo will continue to work with our customers to meet their needs and improve ways you can connect with us, including the need to cancel.  

• Initial Complaint

  Date:10/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My original contact for this issue was via telephone on 10/27/2025 after being advised by my bank of a charge of $349.99 for a renewal of my LogMeIn Pro account.I called to cancel my account due to financial hardship in conjunction with no need to continue use of their product. I was told that it would not be a problem and they would cancel it immediately. I then sent an email to LogMeIn inquiring as to when I should expect my refund to post to my account. The response was that I would not receive any refund because their policy is no refund without 30 day written request.I was not asking for a refund for services that have already been used. I was asking to waive the full cost of an annual fee for canceling my service immediately upon being billed. I did not even use the service. LogMeIn is billing me for a year when it was only 2 days into the new subscription when i was reminded that i would be billed. Had i not been on auto renew, This conversation would not even had happened. In addition, i have been a client of LogMeIn for DECADES. LogMeIn can have some respect for that and reduce the fee considerably if not fully. Each person that I interacted with via email from LogMeIn said that they understand my frustration but there was nothing that they can do. $369.99 is alot of money to just take from me without me even using their product.This is the first time that I ever complained about anyone. I just feel violated by their lack of caring.

  

  Business Response

  Date: 10/29/2025

  Thank you for reaching out to us with your concern. It's never easy to hear when we have not done right by our customers, but we appreciate the opportunity to correct ourselves. After reviewing your account, we have issued a credit in the amount of $349.99. You should see this within 5-7 days depending on your financial institution. Again, thank you, and we appreciate your business. 

  Customer Answer

  Date: 10/29/2025

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

• Initial Complaint

  Date:10/24/2025

  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.

  We signed up for two toll free numbers through ************************** which is a part of GoTo. We used these for years and paid monthly. On February 1st of 2024 we ported out the phone numbers from GoTo and moved them to our ISP to consolidate our accounts. ********************** and GoTo ported those numbers out and no longer had any ownership of control over the phone number. However, they continued to charge us monthly not only for the account subscription but for the phone numbers and Fees for keeping the numbers active as well. When I called to figure out how they were charging us for a service they were not providing and for a product that they did not own they canceled my account, claimed they never received a port out request (Even though they ported the numbers) and said that they can not refund any of the money. They were incapable of providing the service they were charging us for from 2/1/24 - 10/21-25. The service we were contracted for was functionally non-existent, and continued billing constitutes an unfair and deceptive trade practice.

  Customer Answer

  Date: 11/05/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 11/05/2025

  Mr. *******,

  We have no record of a request from you to port your numbers or cancel your account. For services such as Grasshopper there is no charge for the numbers, only for the software that you licensed to use those numbers. It would appear that you requested your ISP to port the numbers and in accordance with the *** number portability laws we do not allow or hold numbers. Per our terms of service, that you agreed to during your initial purchase and available on our support site, you need to request the cancellation of your account in order to terminate service. We do not cancel accounts when numbers are ported as often our customers will continue to use our services with new numbers after a port, we do inform our customers of this requirement if they contact us in order to initiate a port, but that does not appear to be the case with your account. If we have missed the documentation from your cancellation request please reach out to our customers service team with the email confirming the request and we'll be happy to work with you on a refund. 

  Thank you for your consideration.

  Best regards,

  GoTo

• Initial Complaint

  Date:10/17/2025

  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.

  In February 2025 I spoke with GoTo Webinar to inquire about fixing some aspects of their software and to terminate our service. They then allowed me to move to a month-to-month service, and advised that they needed 30 days notice to cancel. (Note: I was on hold for hours until I actually spoke to a representative.) Following this discussion, GoTo Webinar stopped invoicing me entirely, so I assumed I had cancelled. I did not use the platform again. Then, suddenly, on August 20, I started receiving invoices again. THAT is how I found out that my service was never cancelled. They did NOT invoice me, and apparently payments came automatically thru a credit card. Today, 10/17/25, I spoke to them, and they refuse to refund any of the payments. The payments that I was never invoiced for.

  

  Business Response

  Date: 10/21/2025

  Ms. *****,

  I would like to take this opportunity to clarify our actions and assure you that we are honoring the terms of your contract.
  
  Upon reviewing your account, we noted that you have paid for a total of 5 out of the 8 months, via the credit card on file, during which our service was available to you since your request to move to a month to month contract. It took time for your contract change request to move through our system and we generated the invoices for June, July and August in August, and then monthly for September and October. All invoices were emailed to ***********************************, ************************ and ********************************************  As per our agreement, we have now cancelled your account per the only notice you gave on 10/17/25. As a show of good will, we will be refunding the payment for the final month, ensuring that you have only paid for half of the service period.
  
  We understand that this situation has caused frustration, and we sincerely apologize for any inconvenience you may have experienced. Our goal is to provide transparent and fair services to all our customers, and this resolution follows the terms agreed upon.
  
  Thank you for your understanding and cooperation.

  Best regards,

  GoTo

• Initial Complaint

  Date:10/09/2025

  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.

  GOTOMYPC has been charging my account without notice and without consent. Tried to call and was told I did not cancel the account. I cancelled back in 2020 I do not have the original cancellation receipt I don't have any record of receiving a receipt. But, I do know that I called and cancelled during 2019 COVID because we could not afford to have additional expenses for the company. I remember at the time you could not cancel through the website you had to call. Computers listed on their site do not even exist anymore and have not logged into the site for years!!!! Just noticed it on my credit card being charged again today at 3am in the morning and I immediately call was told my account was still active I told them to check their records and they told me yes we can see you have not used but your account is active and we have a right to charge. I again stated I want this cancelled. I DO NOT WANT another charge I want my money refunded at least for this year that I do not want! AGAIN.

  

  Business Response

  Date: 10/13/2025

  Thank you for contacting us regarding your billing dispute. We have reviewed your account history and usage, and have refunded you in the amount of $1260. Please allow 5-7 business days for this to show with your financial institution.  It's not always easy to hear when we've done wrong by our customers, but we appreciate the opportunity to make our customer's whole.  Thank you!

  Customer Answer

  Date: 10/13/2025

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

• Initial Complaint

  Date:10/08/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is terrible and needs to be closed down. They renewed policy without my consent. Every single time I have tried to cancel they give me the run around. I no longer work for the Business that is on the account. They are taking money out of my personal account for a business I dont even work for. Everyone Ive encountered here has been rude and not helpful. Shame on this company for taking peoples money!

  

  Business Response

  Date: 10/09/2025

  Dear ****,

  It's never easy to hear when our customer's are unhappy with how we've treated them. After reviewing your account, we have credited your two most recent transactions of $37.50 each. You should see those reflected with your financial institution in 5-7 business days. Please accept our apologies, and know that we have appreciated your business. 

  Regards,

  **** ******, GoTo

   

   

  Customer Answer

  Date: 10/09/2025

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

• Initial Complaint

  Date:10/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GoToMyPC a GoTo product charged my credit card for an annual renew of a product I am no longer using and have not accessed in years. There was no notice sent that a renewal would be charged and once I realize the charge on my card I called customer service to cancel my subscription and was told there are no refunds. I am forced to pay almost $350 for a subscription I am not using and no longer need. I did not have any notice of the upcoming charge and due the the fact that I am canceling my subscription within 24 hours of the renewal charge. I have other GoTo products that I use regularly and have no problem paying for them, just do not want to be charged a ridiculous rate for an annual subscription that I do not need. I would like a refund of my money.