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:12/14/2022

  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.

  Keystone **********************. is a customer of ********************** phone system (GoTo).Grasshopper provided Keystone with a company phone number.We used this phone number for a year. Our customer (a large public entity in **********) printed this number on posters and distributed it to all of their employees to call Keystone and report Covid claims.The number started malfunctioning 11/23/22. Calls from **** and TMobile would receive a "not in service message." Grasshopper said it was nothing on their end and closed our ticket number multiple times.Eventually, no calls could be made to this number. It is disconnected.They eventually admitted that they allowed ******* to port the number without Keystone's permission and now cannot get it back. We have called every day and been on on the line for up to 1.5 hours explaining the situation to a new customer service rep each day, only to be told they are working on the issue.They have now asked me to call ******* myself to get the number back. I have done so and am waiting for ******* to report back to me within 48 hours. I spoke to ******************** at Grasshopper today who said she would follow this case, but there is no direct phone number or email address. I fear the constant revolving customer service rep situation will persist.This is a tremendous ongoing business interruption as our business number has been disconnected.

  

  Business Response

  Date: 12/22/2022

  Dear ******************************,
  I would like to sincerely apologize for the experience that you have had with your phone number and with speaking to so many agents trying to get this resolved. I am happy to report that ***** has been dedicated to assisting you in this time. We have been working with our carriers to understand how this has happened and ******* has reported that if you were receiving calls on that number last month, then the number was active with another carrier up until a month ago with another service provider. If you had cancelled any accounts with another service provider in November, we suggest reactivating that account and then initiating a port in with the number to your Grasshopper account. Otherwise, the number is disconnected and is in a 90-day holding period before the carrier is allowed to release it. Unfortunately, there is nothing more that we can do here at Grasshopper to retrieve that number at this time. We have applied a credit to your account for two months of service, as an act of good faith.

  Best regards,

  GoTo

• Initial Complaint

  Date:12/14/2022

  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.

  A former employee signed up for the GoTo meeting service, and after she left the company (over a year ago) no-one else had access to the GoTo meeting service, or ever used it. When our accounting department audited our corporate **************** account in November 2022, it was discovered that the GoTo Meeting charges were for a service we no longer used. On 11/30/22, I emailed GoTo informing them we wanted to cancel the service. However, on 12/6 we were billed again, and also informed by GoTo **************** that we would need to pay a year's worth of $109 monthly charges before they ended our subscription. This is a ridiculous policy and and seems like an unfair business practice. I want our service cancelled ASAP and no more charges to our account.

  

  Business Response

  Date: 12/19/2022

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

  We have canceled your account and are you should see a refund for your recent invoice soon as well. Please refer to our email for details. We apologize for the issue and thank you for your business.

  Sincerely,

  GoTo

• Initial Complaint

  Date:11/17/2022

  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.

  Canceled service charged twice. Called spoke to ****** case #********. Was promised an email. Instead received a survey from customer support listing *******************.

  

  Business Response

  Date: 11/18/2022

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

  We have made the refund to your account and apologize for the miscommunication. You should see the refund to your card in 3-5 business days. We will follow up internally to ensure our team is following procedures properly.

  Best regards,

  GoTo

  Customer Answer

  Date: 11/18/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Jan

   

   

• Initial Complaint

  Date:11/02/2022

  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.

  Made an on-line purchase from Gometim.com for an ignition coil set (2 in a kit) for $24.99 and $15 shipping.did a little more investigating and see they are a scam company. Called my bank to stop payment but are unable to until a 2 week wait period due to using my debit card. I would like to get my money back but more importantly don't want more money withdrawn as they have my card number. I got no information once the transaction was made. The telephone number ************ does not work.

  

  Business Response

  Date: 11/03/2022

  Thank you for reaching out, and we are sorry to hear about what happened. You have reached GoTo, which is a company that sells software. We do not sell ignition coils. 

   

  We wish you the best in locating the correct company. 

• Initial Complaint

  Date:10/14/2022

  Type:Order 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.

  LogMeIn Became GoTo.com In February 2022. My LogMeIn Rescue Software became GoTo.com Software. My LogMeInRescue (LMI+R) Subscription had transitioned to 'Pay as you Go' as of December 2021. I did not renew the subscription. I have been a loyal LMI+R subscriber for more than 10 years. I turned 71 in January 2022 and am transitioning to a slower workpace. Still working but only have 2 clients now and do not need the 'bells and whistles' offered by LMI+R On March 21st 2022, an email from ************************ offered a 50% rate reduction which I accepted on March 23rd. LMI+R continued to bill me $116.60 for March, April, May, June, July, Beginning in August. My access to my LMI+R Software stopped without notice in early July. At that point, I engaged a secondary, less expensive Remote Access provider at a cost of $30 per month. August 21st, I changed my email address to a personal Account so as to better protect and store my emails and again inquired as to when the $74.50 billing would start. On August 28th, I started receiving notices that stated Transaction Failed, these notices would sometimes occur several times per day. Each notice caused a hold or holds to be placed on my credit card account each for several days. This continued through late September. I disputed the charge with my Credit Card issuer. The dispute appears to have been successful. Since July, I have requested that LogMeIn/GoTo cancel my account (emails to/from ***** at GoTo. These requests were transferred to '*****' at GoTo and have been refused. On October 14th, the charges on my *********** card started again for multiple months. The Credit Card I use for online recurring purchases has a low credit limit and it doesn't take much to put the card over the limit for which I'm charged. As I mentioned previously - I'm 71 years old and am no longer servicing many clients.

  

  Business Response

  Date: 10/19/2022

  Thank you for reaching out to us about this concerning situation. It's hard to hear when we don't provide our customer's the support they need, but we appreciate the opportunity to make things right. 

  Our billing department will be issuing you a refund as required, and we will ensure that your account is closed. 

  Please accept my sincerest apologies, and thank you for using Rescue for so many years!

  Regards,

   

  ****************************

  GoTo ************* Director

   

• Initial Complaint

  Date:10/10/2022

  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.

  Hello BBB. I'm certain I am not the only person to have this issue with GoTo Meeting. See below for details. In short, they refuse to cancel our subscription and continue to bill us for a service we are not using. This is the 2nd year in a row they would not cancel and have billed us without permission.I have a GoToMeeting account. Last year when I attempted to cancel, their website required I complete a survey before canceling. The website had an error due to a "blocked extension" and would not allow me to cancel. I ended up completing a form to acquire a phone number for customer support. The person on the phone did not want me to cancel. He made a variety of offers that I declined. He then put me on extended hold. Eventually the rep got back on the line and advised the account is cancelled. Now I have just been billed for another year of service that I haven't used. Again I tried to cancel but cannot due to the required survey. So again, we are paying for a 2nd year of service that we have tried to cancel. This seems like an intentional effort to prevent people from cancelling their services. If not illegal, this practice is certainly unethical. I would like a refund for the last two (2) invoices and written confirmation that our subscription is cancelled and that they have deleted our billing information.

  

  Business Response

  Date: 10/13/2022

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

  We apologize for the inconvenience for this account. Unfortunately we only have access to the most recent invoice to refund. That refund has been submitted to your credit card company ****** and you can expect to see it post in 3-5 business days. We have cancelled your account and you will not be billed further.

  Thank you for your patience,

  GoTo
  

  Customer Answer

  Date: 10/13/2022

  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. 

  Since I am not the only person to have this issue with Go To. It would be nice to see they made changes to web interface that will prevent this from happening to others.

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

• Initial Complaint

  Date:09/08/2022

  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 canceled my auto-renew subscription with Lastpass in August 2022. I was billed anyway for $50.31 on 09/07 and their app says I was enabled for auto-renew. This is not correct, as I canceled auto-renew in August. I would like a refund and my membership cancelled.

  

  Business Response

  Date: 09/09/2022

  Hello Mr. *******,

   

  We are sorry to hear that your renewal went through after your cancellation. Your case has been internally escalated. Please be on the look out for that email update and respond to our customer service team to get your refund processed.

   

  Best,

  The LastPass Team

  Customer Answer

  Date: 09/09/2022

  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. 

  A Lastpass support agent offered a 20% discount and to fix my apple issues. I do not want to do business with lastpass at all anymore. I would like a full refund.
  
  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,

  ********

   

   

  

  Business Response

  Date: 09/12/2022

  Hello ********,

   

  My name is *****************************, I'm a Manager on the support side of LastPass. I reviewed your recent interaction with our team. Please accept my apologies for the confusion, you should see a full refund coming your way as I can see it having been initiated on our side - please allow **** business days for this refund to settle.

   

  Sincerely,
  *****
  

  
  

• Initial Complaint

  Date:09/08/2022

  Type:Order 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 contacted GoTo for a possible business phone line with them. I worked with a salesperson ********************* ************** since August 26th. I canceled with **** by phone prior to the Free Trial period ending. Today GoTo claims the contract was not canceled and I would owe a termination fee of ******

  

  Business Response

  Date: 09/08/2022

  Mr. *****,

  We apologize for the confusion around the quote and contract we sent over and that was signed. We will be cancelling this account without the buyout requirement. We hope we can do business with you in the future.

  Thank you for your understanding as we work through this situation.

  The GoTo Team