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:07/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/24/2025

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

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

  Best regards,

  GoTo

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/23/2025

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

  Customer Answer

  Date: 07/23/2025

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

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/14/2025

  Mr. ****, 

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

  Best regards,

  GoTo

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/14/2025

  Mr. *******,

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

  Best regards,

  GoTo

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  

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

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

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

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/08/2025

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

  Customer Answer

  Date: 07/08/2025

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

• Initial Complaint

  Date:06/10/2025

  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.

  Was charged several months after total cancellation of the account, with previous documented correspondence from staff listing an open balance of zero and acknowledgement from the company that the final invoice had already been rendered. Was charged after-the-fact for repeated campaign vetting attempts, which had no indication of a charge, and for which failure was commonplace and inherently likely based on their proprietary self-answer system. Contacted support, and was told that a refund of the erroneous charge was "impossible" even with their acknowledgement of previous confirmations from the company, and the charges clearly running through the same merchant ID.

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out about your recent billing issue. While it's never easy to hear when we haven't served our customers, we do appreciate the opportunity to make things right.  After reviewing your case, we've canceled your subscription and issued a refund in the amount of $382.12. This has been processed on our side, and you should see it refunded by your bank/issuer in 5-7 business days. 

  Again, thank you for the opportunity to resolve your issue. We appreciate your business. 

   

  Customer Answer

  Date: 06/11/2025

  To the Better Business Bureau, 
  
  I have reviewed the response submitted by Go-To and have determined that the response does address my concerns with reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

  I very much appreciate both the BBB and Go-To for making things right, and facilitating this dialogue.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a one year subscription on May 22nd for $166.48. The following day I had at least 5 calls from people who were trying to call a bait store in ********, **. I proceeded to get multiple phone calls the day after and have also been contacted many times with spam calls.I called Customer Support and asked that my account be cancelled and to get a refund. The person insisted I would not be able to get a refund in any circumstance whatsoever and this person was adamant and very rude.I added the phone number I assigned to the listing for my business on ****** Maps. Clients have emailed me telling me that they tried calling the number and did indeed contact a bait store.This company did not hold up their end of the terms. I did not sign up to have my business phone number associated with an existing business. I have confused clients who have had to find other ways of contacting me. After my experience with customer support, I have no desire to continue working with this company.I'm asking for a full refund in the amount of $166.48 and that my account be cancelled.

  

  Business Response

  Date: 06/09/2025

  Ms. ********,

  Our systems show your account has been cancelled and a your charges credited back to your card. Please contact our support team if you need any further assistance.

  Best regards,

  GoTo

• Initial Complaint

  Date:05/14/2025

  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.

  Autorenewal occurs without notification prior to action. In order to cancel, one must call. No refunds allowed. Can cancel which takes into effect the following renewal period but will not recieve refund for amount billed.

  

  Business Response

  Date: 05/14/2025

  Mr. *****,

  Thank you for bringing your concern to our attention through the Better Business Bureau. We truly value your feedback and appreciate the opportunity to address your concerns. As noted in your correspondence our Terms of Service clearly state that accounts automatically renew and the notification requirements to cancel. In adherence to our contract, which is designed to ensure consistency and fairness for all customers, we are unable to issue refunds for auto-renewals once the billing cycle has begun. We sincerely regret any inconvenience this may have caused. We strive to assist you in every way we can within the scope of our policies. Thank you for your understanding.

  Best Regards,

  GoTo

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: April 19, 2025 Amount Paid: $440.13 Service Purchased: One year of remote voice/phone service Nature of Dispute:I am disputing the automatic renewal of a virtual phone service that I am not using and do not intend to use over the coming year. I missed the cancellation deadline and was charged for a full year of service. My concern is that the company has not provided any tangible goods or services to date and could easily terminate the virtual service without incurring any loss. However, they are insisting on enforcing a strict contractual clause and refusing to offer any prorated refund. I find this practice unreasonable and inflexible, especially given the nature of the service.Resolution Attempts:I have contacted the company multiple times to request a cancellation and refund. Each time, they have declined to offer any refund and continue to reiterate that the charge is non-refundable due to the terms of the agreement.Desired Outcome:I am requesting that the service be canceled and a prorated refund be issued for the unused portion of the service.

  

  Business Response

  Date: 05/13/2025

  Ms. ********,

  Thank you for bringing your concern to our attention through the Better Business Bureau. We truly value your feedback and appreciate the opportunity to address your concerns. As you acknowledge in your complaint, we understand that you missed the cancellation deadline outlined in our Terms of Service. In adherence to our contract, which is designed to ensure consistency and fairness for all customers, we are unable to issue refunds in these instances. We sincerely regret any inconvenience this may have caused. Your satisfaction is important to us, and well strive to assist you in every way we can within the scope of our policies.

  Thank you for your understanding.

  GoTo

• Initial Complaint

  Date:05/09/2025

  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.

  GoToMeeting charged $192.00 to my credit card on March 19, 2025, for auto-renewal of my GoToMeeting subscription. On that same date, I received an email notifying me of both the renewal and the charge, with no prior notice provided. This left me with no opportunity to review or cancel the subscription before the charge was processed. Additionally, I was surprised to find that the charge was applied to a credit card that expired in 2021, raising concerns about how such a transaction could be authorized. I contacted customer service on March 22, 2025, to request cancellation and a refund, and was informed that cancellations must be made at least 30 days in advance. However, since no advance notice was given, I had no reasonable way to comply with this policy. The subscription has now been canceled, and I respectfully request that the $192.00 charge be reversed.

  

  Business Response

  Date: 05/09/2025

  Mr. *****,

  I do not show any record of a call from you in March. As your Accounting/Operations manager, ******* ****** was informed on her call with us on April 22nd our terms and conditions clearly state the 30 day requirement and. you agreed to those terms in your purchase with us. While we apologize for the frustration, the clarity of our terms is meant to avoid this situation.  We appreciate your years of business with us and I am sure you understand the need to uphold a contractual commitment. 

  Thank you for your understanding,

  GoTo