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:10/06/2025

  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:09/08/2025

  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.

  I am writing to file a formal complaint against GoTo Technologies USA, LLC, regarding their failure to cancel my account and repeated unauthorized charges.Since June, I have attempted to cancel my subscription multiple times via telephone. Each time, a customer service representative has verbally confirmed that my account was successfully cancelled and that no further charges would be incurred.Despite these repeated confirmations, my credit card has been charged every month for a service that I have cancelled. This has resulted in a recurring cycle where I must contact my credit card company to dispute the charges, only for the charge to reappear the following month.The company's customer service can only be reached by phone, and there appears to be no other method for me to get a written confirmation or stop these charges. The company's consistent failure to act on my cancellation requests and the subsequent unauthorized charges are deceptive business practices.I have attempted to resolve this directly with the company on numerous occasions over the last 4 months.Desired Resolution:I request the following actions to resolve this issue:A full refund of all unauthorized charges since my first cancellation attempt.Immediate and permanent cancellation of my account, with written confirmation sent to me via email Assurance that no further charges will be made to my credit card.

  

  Business Response

  Date: 09/11/2025

  Mr. Weisstein,

  We have reviewed your account and will be reaching out with the details shortly if we haven't already. Thank you for your patience as we worked through the details.

  Best regards,

  GoTo

• Initial Complaint

  Date:08/25/2025

  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.

  The charge is from Grasshopper, who is owned by GoTo Technologies, from August 24th, 2025 in the amount of $413.11. When I initially set up my grasshopper account, for my business, in 2024, I clearly stated to the representative that I did not want my account to auto-renewed that I did not authorize my card to be stored on file for future transactions. I was explicitly assured that the account would be billed for a one-year term only, without automatic renewal. Despite this, ************************** charged my account one year later without my knowledge or authorization. This charge was not approved by me and is in direct contradictions to the agreement I had when setting up the account. I request this amount be refunded back to me and my account to be cancelled immediately, permanently. I tried to call them about this and they just kept trying to sell me more services. I requested a supervisor and they said they're all too busy taking sales calls and could call back in 24 hours. This company is predatory and I want to not only myself be refunded but also to warn others not to use them. The product and service is terrible, never worked properly and they will lie and steal from you.

  

  Business Response

  Date: 08/26/2025

  Dear Mr. ********
  Thank you for taking the time to reach out. I apologize for the frustrating experience you had with the Grasshopper team. I want to assure you that we are not purposefully trying to deceive you. Upon reviewing your case history with us, I see that you did request autorenewal to be turned off but due to an error, it was not. I have gone ahead and processed a full refund for your recent renewal charge and cancelled your account. Again, I apologize for this experience,and I do hope you find this solution satisfactory. 

  Customer Answer

  Date: 08/26/2025

  [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:08/13/2025

  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.

  On 8/1/2025 Go-To issued me a bill for extra services that I did not authorize or request. I recently renewed my contract so that only 2 ****s utilize the Go-To Connect service on 7/2/25. I have a 3rd **** which only serves as a log in to the admin account and that **** should not have any services, so since there are no services for this **** there shouldn't be any bill for this ****. Initially when I signed the contract in October of 2024 the salesperson stated that I can reduce the number of ****s using GoTo Connect at anytime which would lower my bill down to 2 lines. I tried doing just that in May of 2025, but I kept receiving a bill for a 3rd line. That is why the sales agent and I started a new contract on 7/2/25. Since May of 2025 GoTo has been adding the GoTo Connect service to the 3rd line without authorization from me and they have been doing it under my name and they have been charging me extra for this. For the August invoice IN7104095596 they are charging me $30 for a 3rd line that I do not want when my contract is for 2 lines. Additionally after going over this many numerous times they added GoTo Connect services back to the 3rd line on 7/20/25 under my name without my authorization. I definitely did not do this because I was camping this day and I did not have access to my computer at all. Because they added GoTo Connect service to the third line they are charging me $11.61 for a partial month service fee that they added to my account in my name without my authorization. I am requesting a credit of the $30 service charge for August plus a credit for $11.61 for the partial month service fee for July plus any applicable taxes. So, I am requesting a credit to my account of $41.61 plus applicable taxes. I am also requesting that they stop adding services to the 3rd line on my account without my authorization!

  

  Business Response

  Date: 08/19/2025

  Mr. ****,

  We apologize for the experience that you have had and we will have someone reach out directly to work with you on this issue. We are still investigating the reason for the charges but will get back to you as soon as possible.

  Best regards,

  GoTo

• Initial Complaint

  Date:08/11/2025

  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.

  Since January 2025, I have tried to resolve billing for a product I do not have. The salesperson was unable to set up the account. However, I continue to receive bills. Despite my attempts to resolve this, no one at the company will assist me. And now, they have sent me an invoice with an early termination fee. In all, the charges total $714.65. (My attached documentation shares more details.)

  

  Business Response

  Date: 08/13/2025

  *******,

  We will have someone reach out directly with a resolution to your issue. 

  Thank you for your patience while we worked this one through our processes.

  Best regards,

  GoTo

  Customer Answer

  Date: 08/19/2025

  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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I waited a few days before responding to the Business Response to see if I would hear from GoTo. As always, they promised to contact me but still have not. Despite my many calls and email to the company over the year, the staff have not attempted to resolve this issue since January 2025. It is now August 19, 2025. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******