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: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:10/09/2025

  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.

• Initial Complaint

  Date:09/30/2025

  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 months. 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 $800 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.

  

  Business Response

  Date: 10/01/2025

  Thank you for reaching out to us with your recent issue. After reviewing your request, we have fully refunded you in the amount of $792.00. This has already been processed on our end and will be available to you in 5-7 business days.  Again, thank you, and please accept our apologies for the initial response. 

  Customer Answer

  Date: 10/01/2025

  [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:09/29/2025

  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 complaint involves GoTo Technologies. AVOID GOTO TECHNOLOGIES. I attempted to cancel my subscription renewal, a subscription that was never used in the first place, and was denied. Absolutely HORRIBLE customer service and policies.

  

  Business Response

  Date: 09/30/2025

  Thank you for reaching out to us with your concern. While it's never easy to hear when customer's are upset with us, we appreciate the opportunity to make right by them.  When our customer's purchase our products, they are notified before they purchase that they are paying in advance for service for a year. This is similar to many other services that exist today. And while we did notice that you had used your service during the subscription period, we have reached out to you to offer you a full refund in the amount of $699.60. This has already been processed on our end, and may take 5-7 days to appear in your account.  Again, thank you for reaching out and for using GoTo/LogMeIn. 

  Customer Answer

  Date: 09/30/2025

  [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:09/26/2025

  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.

  Date of Transaction: September 26, 2025 Amount Paid: $37.50 (monthly subscription)Complaint:On September 26, 2025, I purchased a monthly subscription for $37.50 because the company does not offer a free trial. After completing payment, I was provided a download link for the software. The installation failed on my MacBook, rendering the product unusable.I attempted to close my account and find another vendor, but discovered that there is no option online to cancel. The only method provided is to call **************. When I reached a customer service representative and gave my information, I was toldwithout empathythat I had been locked into a one-year agreement and that the only option was to transfer my account to someone ******* no point during the purchase was I informed that I was entering into a one-year contract. I signed up for what was advertised as a monthly subscription. Their refusal to cancel and their insistence on an annual obligation is misleading and predatory.Because their software was defective and their business practices left me no option, I canceled my credit card. I am filing this complaint to report their deceptive tactics.Desired Resolution:A full refund of $37.50.Removal of misleading monthly subscription language if in fact the service is a one-year contract.BBB review of this business for predatory practices, as they should not be listed as a legitimate business under these circumstances.

  

  Business Response

  Date: 09/30/2025

  Thank you for reaching out to us to share your concern. After reviewing your request, we have issued a full refund of $41.38. This has been completed on our side, and your financial institution should process your credit within 5-7 business days. Again, thank you for the opportunity to correct this. 

  Customer Answer

  Date: 10/04/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy half 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:09/15/2025

  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.

  Absolutely terrible customer service, and completely inflexible. We had a Grasshopper phone services subscription for two years without any issues. Within the second year our business closed and ceased use of the service. Among all the different software, internet, etc. subscriptions we canceled, we must have forgot to cancel our subscription with Grasshopper because they claimed to have no record of any previous cancellation attempt. We were charged $437.64 on 14 September 2025 on a Sunday for another year after having ceased use of their services for over 7 months. I called them the next day (Monday, 15 September 2025) to resolve my issue and cancel our subscription. They told me I could cancel but they have a 100% no refund policy and I would still have to pay for the NEXT WHOLE YEAR. I was a customer for 2 YEARS and you can't do a simple chargeback the day after the payment for a service I haven't used in many months and have no intention of using again!? I even offered to pay for the following month, but they INSISTED I must pay for the ENTIRE next year. You'd think after being a paying customer for so long, they would have the courtesy to make a simple chargeback the DAY AFTER an unexpected and unplanned subscription renewel but no. I would have left as a satisfied former customer of your services and probably would have used it again in the future and even recommended it to friends but you had to ruin it over something so ridiculous and now I will not and will make sure to warn people of your bad business practices!

  

  Business Response

  Date: 09/18/2025

  Dear Mr. ******
  
  Thank you for taking the time to reach out and I apologize that it is under these circumstances. While our agents were following our No Refund Policy, upon reviewing your request, we are honoring your request for cancellation and full refund of the renewal charge. Please allow 5-7 business days for the funds to be reflected in your account. Unfortunately, we do not have a record of a cancellation request prior to September 15th, and we did send a notice alerting you that an upcoming renewal was coming.Grasshopper subscriptions are set to auto renew unless we receive input from the customer.
  I do hope you find the resolution of a refund and cancellation satisfactory and again I do apologize for the experience you had. 

  Customer Answer

  Date: 09/18/2025

  [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:09/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with their GoTo service and spent a lot of time onboarding. They then terminated the account, with zero explanation. Then they charged me again, and are continuously trying to charge my card. It is impossible to cancel from the site, and they don't answer the phone.

  

  Business Response

  Date: 09/15/2025

  Mr. ****,

  We are working to remedy this issue and apologize for the confusion. Someone will be reaching out as soon as possible with the resolution.

  Best regards,

  GoTo

• Initial Complaint

  Date:09/11/2025

  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.

  On June 26, 2024 I requested for GoTo Technologies to delete my Grasshopper Account. ********************** confirmed that my account was cancelled and deleted on June 26, 2024. Then on June 27, 2024 I submitted a privacy request for the permanent deletion of my data. Instead of fulfilling this request, GoTo Technologies USA disregarded this privacy request. To maintain unwanted contact with me, GoTo Technologies USA is shuffling my data across their products, services, and platforms and adding me to subscription lists for GoTo platforms that I have never even used such as LogMeIn. As recently as September 2, 2025, I received unwanted communications from GoTo Technologies USA through LogMeIn. Grasshopper and GoTo Technologies USA did not value me as a customer, so I am perplexed at their determination to maintain contact with me. I am requesting for GoTo Technologies USA to cease shuffling my data across their platforms and permanently delete my data. I no longer want any contact with GoTo Technologies or any platforms owned or associated with GoTo Technologies USA, including Grasshopper and LogMeIn.

  

  Business Response

  Date: 09/15/2025

  Ms. *****, 

  We have confirmed that the email address associated with this complaint and your information removal request was removed from our systems with the original request. We did discover another email address associated with your name and address for a separate account inquiry in our records and have now removed that from our systems as well. 

  Best regards,

  GoTo

  Customer Answer

  Date: 09/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Please confirm that my data is permanently deleted, and will not be shuffled around to other platforms within the GoTo Technologies USA, **** I also submitted a data deletion request directly to GoTo Technologies USA, ****, for the former account associated with **********************************************************************************; but I have not received a response.

  
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 10/23/2025

  Ms. ************* our email to you with the subject line: Subject: LogMeIn Pro - Account - Account Delete - ******** at 9/16/2025 7:19 PM PDT our team confirmed the deletion of your information from our systems in compliance with your request. If you see additional outreach from our company please reach out to the support team with the proof and we will be happy to investigate further. 
  Best regards,
  GoTo

  Customer Answer

  Date: 10/24/2025

  [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 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,
  
  ****** *****