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:12/22/2022

  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.

  GoTo agreed to refund $158.46 on October 18, 2022. Today is December 21, 2022. The money never arrived into the account. I have made several phone calls, shared emails, and also completed a form with the routing number and checking account information. I was told the financial department would take care of this. No refund has been received. Only empty promises.

  

  Business Response

  Date: 12/22/2022

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

  We have received your request and have corresponded with you through our case number ********. Our team has shared the 10/18/22 credit memo with the attempted credit card credit and will ensure that you get the refund as agreed if that has not gone through. We apologize for any inconvenience and thank you for your business.

  Sincerely,

  GoTo

  Customer Answer

  Date: 12/24/2022

  
  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. Thank you for your help in this matter. The GoTo company issued the refund on the same day you reached out to them. The refund showed up on 12/23/22. 
  
  Regards,
  
  ***************************

• 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