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: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

• Initial Complaint

  Date:05/01/2025

  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.

  **************************** received an email from our bank about fraudulent transactions/charges for review on 1 of the company credit card's ending in 3519.I contacted the ****** employee, ***** *******, who uses the company credit card ending in 3519 about the transaction. The pending transaction is dated 5/1/2025 in the amount of $696.00 for **************************. Neither Apogee or our employee, ***** *******, has ever used the services from **************************. I contacted ***** from ************************** at ************ asking details about the charge to the credit card ending in 3519. I wasn't given any explanation other than terms and conditions and cancellation of the service would be in April 2026 and no refund of the charge. Apogee/***** ******* has never authorized or signed anything or received any notification related to **************************. ************************** has ***** ******* and the company information from 2017. Apogee has never paid or been serviced by ************************** - they probably need business and money so they decided to charge everyone on the ************************** account list without authorization. I am in the process of disputing the charge with our credit card company. This is an illegal unauthorized transaction; I am sure ****** is not the only company etc that ************************** is trying to scam. Thank you for your assistance

  Customer Answer

  Date: 05/12/2025

  I HAVE received auto response emails from ********************************* - please see attachment -

  ********************************* is reiterating there policy - however GOTO ***********  has not produced any documentation showing we requested their services or have had any contact with them. 

  They have no intention of issuing a credit/refund transaction.

   

  Regards,

  ****** Wolfson 

  *********************************;

  Senior Accountant 

   

  

  Business Response

  Date: 05/13/2025

  Apogee,

  Our team has reviewed your account and reached out directly with a resolution for you. Please work with them on any other issues.

  Best regards,

  GoTo

  Customer Answer

  Date: 05/14/2025

  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. 

  [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,

  Apogee Lighting

   

   

  

  Business Response

  Date: 05/20/2025

  Ms. *******,

  Please check the credit card for a return transaction on May 13, 2025 at 11:56:29 AM PDT.

  Best regards,

  Goto

  Customer Answer

  Date: 05/21/2025

  [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.   Apogee received a credit refund as you stated to our credit card account - Thank you so much for your assistance.
  
  Regards,

  ******* Wolfson 
  Senior Accountant
  ****************************

• Initial Complaint

  Date:05/01/2025

  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.

  Case # ******** Signed up for service on 4/28/2025 - called the help line to cancel with two hours of signing up. They are refusing to refund my money. -I spoke with ********* regarding the matter and was denied. I asked to speak to a supervisor and was told they would call me back within 24 hours. It's been three days with no response.-5/1 - I called Grasshopper to follow up on my case# and was told a supervisor would call me back in 10 minutes. It has been over 1 hour and no response.I'm simply asking for my money to be refunded. The service does not work as advertised and I had multiple issues trying to set it up. I expressed this on my first call but nothing was resolved.

  

  Business Response

  Date: 05/09/2025

  Mr. *******,

  While it appears that we have resolved your issue, we did want to ensure that our manager made two outbound calls to your number on the 28th and four outbound calls on the first in an attempt to reach you regarding this issue. Thank you for working with our team and we hope to do business with you in the future. 

  Best regards,

  GoTo

• Initial Complaint

  Date:04/29/2025

  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.

  Charged another auto renewal fee of $151.42 without any prior notice of pending charges. I havent used the service for two plus years. Have tried to change password to receive access to account multiple times for weeks but the email to change password doesnt arrive in my inbox. The charged invoice and cancelation request arrived without any issue. Shouldnt be this hard to try and cancel a product that isnt used, signing up was much easier.

  

  Business Response

  Date: 04/30/2025

  Mr. *****,

  As was explained to you in our email correspondence and on the phone yesterday we required cancellation requests to be filed with our team per our terms and conditions. We have cancelled your account per your request yesterday in accordance with those terms. 

  Best regads,

  GoTo

• Initial Complaint

  Date:04/22/2025

  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.

  Scammer constant calling. I don't have any credit cards so I can't possibly owe a credit card company. They're calling repeatedly I told them to mail me proof they never mailed me proof

  

  Business Response

  Date: 05/08/2025

  Hi,

  GoTo is not a credit card company, but a software company. Unfortunately, scammers use our products to attempt to scam unsuspecting people of their hard-earned money.  We are glad that you did not pay them, and you can rest assured that GoTo is not trying to collect from you. 

  Regards,

  **** ******

   

   

   

• Initial Complaint

  Date:04/18/2025

  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 filing this formal complaint against GoTo Technologies (GoTo ******************.) due to severe misrepresentation of services, unauthorized billing practices, emotional distress caused, and unethical debt collection conduct.I signed up for a 7-day trial with GoTo. Within three (3) days or less, I submitted a formal written cancellation request, well within the trial window. I have documented email evidence confirming that my cancellation request was received and acknowledged. I was advised that the request had been forwarded internally however, no one ever followed up, confirmed the cancellation, or closed the account.After over 30 days passed without a response, I was shocked to be told that I was under a 12-month contract, even though I had canceled during the free trial. This is not only misleading but demonstrates a clear misrepresentation of the service terms. GoTo continued to bill my credit card for several months without authorization, despite the fact that no services were used or accessed by me or my company.Worse yet, GoTo has now attempted to send this account to collections without my consent or proper validation, further causing emotional distress, reputational damage, and unnecessary stress for both me and my organization. I was never provided a confirmation of services rendered, and their internal communication failure is now being turned against me unfairly.

  

  Business Response

  Date: 04/24/2025

  Mr. **********, 

  Our team is reviewing your request and will reach out directly.

  Regards,

  GoTo

• Initial Complaint

  Date:04/15/2025

  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.

  Subject: Formal Complaint Against Grasshopper Group, LLC Unauthorized Charges and Failure to ******************* Account Number: ******* I am filing a complaint against Grasshopper Group, LLC regarding their failure to provide the *********** that was included in the ************ plan I subscribed to in March 2024. The service was supposed to include:*** Included As of December 1, 2024, the *** feature has been completely non-functional. I have made multiple attempts to resolve this issue through Grasshopper support, including the following support cases:Case #******** on January 9, 2025 Case #******* on February 8, 2025 I called again on April 4, 2025, but no callback or follow-up email was received. After exhausting all options and being unable to send or receive *** messages as advertised, I formally cancelled my subscription on April 10, 2025 and clearly stated that the reason for cancellation was the non-functioning ***********.Grasshopper charges on an annual prepay basis, and I made no request nor gave authorization to renew or bill my account again. Despite this, Grasshopper charged my business checking account $516.18 without my consent. I do not wish to pay for services I am unable to use, and I never authorized this transaction.I received the following response from a Grasshopper representative named ******:At this time, we are unable to process an immediate cancellation or refund. However, your account is set for cancellation at the end of the current cycle and will expire on March 26, 2026 We encourage you to continue with the *** registrationThis response is unacceptable. The service was never fully delivered, and I am being forced to pay for a product I cannot use.I am requesting:1.A full refund of the unauthorized charge of $516.18 2.Immediate termination of my account *********** that no further charges will be made to my account Thank you for your attention to this matter.

  

  Business Response

  Date: 04/15/2025

  Mr. *******,

  Thank you for bringing your concerns regarding your Grasshopper account to our attention. We would like to take this opportunity to address your concerns thoroughly.

  
  First and foremost, we regret any frustration or inconvenience you have experienced. Please know that Grasshopper is not blocking your *** capabilities. Recent industry-wide changes require all *** traffic to be registered with mobile carriers via an approved Brand and Campaign Registry (referred to as "10DLC"). This requirement is mandated and enforced by the mobile phone carriers themselves, not by Grasshopper. Until your brand and campaign are successfully registered and approved, all *** services (across all providers) are subject to these carrier-imposed restrictions. We have already provided you with detailed instructions and support to assist with your brand and campaign registration and will continue to do so until your registration is complete.

  
  In reviewing your support history. Our records confirm that every inquiry you have made has been acknowledged and responded to, we show no record of a call or inquiry from April 4th.

  
  Grasshopper services operate on a pre-paid annual subscription, which is disclosed at the point of sale, included in our Terms of Service, and is readily available on our website. Upon renewal, an annual charge is processed unless the account is cancelled prior to the renewal date. Your account remained active until your cancellation request on April 10, 2025, which occurred after the renewal date; therefore, the annual renewal was processed in accordance with the terms agreed to at signup and confirmed at renewal. As stated in our Terms of Service, prepaid annual subscriptions are non-refundable after renewal. While your frustration is understandable, this policy is clearly explained at the time of purchase. Your account is scheduled to be cancelled at the end of your current subscription term, which is standard for our pre-paid plans. This ensures you receive the full value of the subscription purchased. We will not issue further renewal charges.

  Best regards,

  GoTo

• Initial Complaint

  Date:04/14/2025

  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.

  I had been a past subscriber of GoTo Meetings/LogMeIn. However, since two years ago, my company has not allowed this product and therefore I have not used this product for the past 2 years. For some reason, the company has my credit card on file and is still charging me continuously for annual renewal. I received an invoice and email from them today 4/14/2025 just an hour ago and called to cancel the service, however they refuse to refund me the charged amount for next year's service starting on 4/14/2025-26.

  

  Business Response

  Date: 04/15/2025

  Mr. **,

  Our team will be reaching out to work with you on this request. 

  Best regards,

  GoTo

• Initial Complaint

  Date:04/13/2025

  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 have the LogMeIn *********** offered by the company GoTo. As visible in the attached screenshot, I have not made use of the service in almost two years. Last year when I tried to cancel the service after it renewed I was not able to find how to cancel and, unfortunately forgot to follow up. This year I was just charged for another renewal and so went to cancel again. The process for cancelling a subscription is, quite intentionally, difficult.1. I logged into my account on my phone and went to the account management section. This redirected to a new site, but it was blocked on mobile 2. Once I was able to view the site, there were multiple places to upgrade my subscription, but no indication of how to cancel.3. I searched the help, which eventually brought me to an article that stated I had to contact them by phone, but provided no lunks or numbers to use 4. I had to search for the contact us info, where I needed to log a ticket 5. After submitting it finally displayed a number to call 6. I was able to call and cancel my renewal (after several attempts to retain me) but was told they have a strict "no refunds" policy. I requested a call back from a manager (I haven't received one yet, though was told it might be 24 hours)All of this leads me to regard them as a predatory organization who intentionally make it difficult to close your account. I find such practices reprehensible, and in addition to a redund, I do want to share these practices so other consumers are aware.

  

  Business Response

  Date: 04/14/2025

  It's never easy for us to hear when we haven't done right by our customers, but we appreciate your taking the time to share your experience with us. After speaking with you earlier today, we have issued a credit in the amount of $371.86. This will show on your account with us by the end of the day today, and should take your bank 3-5 business days to process. 

  Again, thank you, and we apologize for all inconveniences this has caused. 

   

• Initial Complaint

  Date:04/10/2025

  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.

  GoTo owns a brand called "Grasshopper" that provides a virtual business phone system. This is done through an app installed on your cellphone. They do not make it so that you can cancel your subscription via the app. They force you to contact customer service via their website. I did this on December 18, 2023. I got busy and never saw their reply email and they closed the case. I had ported the phone number away from their company and did not use their services again. I looked at my credit card statement for March 2025 and observed that they had billed me for the annual service (in the amount of $443.06). The annual plan is only supposed to be $312 according to the client portal. I reached out to them today, April 10, 2025 to cancel the service and request a refund. They agreed to cancel the service, but said they would not issue a refund due to their terms and service. I advised them that I would be fine with them keeping the 1 month of service from March to April, but they refuse to issue a refund for services that will not be rendered from April 2025 to March 2026. They charged me for services in 2024 even though I reached out to cancel in 2023. I am choosing not to dispute that because I did not see their response email when I initially requested to cancel. They make it unnecessarily difficult to cancel a subscription service that is similar to a ******* subscription and I find it unethical and predatory that they will not issue a refund for services that won't be rendered.

  

  Business Response

  Date: 04/15/2025

  Mr. ********,

  In reviewing your account I can see that we did receive an email requesting a cancellation and per our policy to protect our customers we replied requesting a phone call to verify identity and ensure that the cancellation was valid. We also sent two reminder emails that without a response your case would be closed. We do see many customers change numbers on their accounts and therefore do not cancel accounts when a number is ported out as there are many ways a customer could use our accounts in those situations. While we empathize with your busy schedule, we do need to follow our security policies to ensure that our customer accounts are protected. As an act of good faith we will refund your requested amount of $400 of your most recent transaction. We apologize for any confusion around our policies and hope this restores your confidence in GoTo.

  Best regards,

  GoTo

  Customer Answer

  Date: 04/15/2025

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