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:01/20/2025

  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.

  I signed up for a Go To Connect account for our business phone. I was told on the recorded sales call that if I was unhappy with ANYTHING that I could cancel the account and receive a full refund of the $51 setup fee. 2 Minutes into the setup call, I was told that they could not provide a 603 Area Code for the state of ** where my business operates. I said this was unacceptable and that I wanted to account canceled and refunded the full $51 as I was promised.I spent two months communicating with the lying sales person, customer support and finance. The sales person insisted he was working on it internally and that I was DUE A REFUND. Despite their own employee stating I was due a refund their finance and customer support people continuesd to deny said refund.I have text and email with their sales person stating I am due a refund. The sales call was RECORDED where he got me to sign up by stating that I would be refunded in FULL if I was unhappy for any reason. Since they decided to ignore this request time and time again and wasted hours of my time over email and phone I am reporting it here and demanding my setup fee be refund that I was promised by the lying sales person trying to close a deal.

  Customer Answer

  Date: 01/31/2025

  I received a short email from them asking me to provide the document I already provided you in my original email. That document is an email history of their internal conversation and I am not wasting my time providing information they already have. They can look it up internally or get it from my complaint.
  
  I have already wasted hours of my life dealing with them and I will spend another second.

  

  Business Response

  Date: 02/03/2025

  Mr. *****,

  We are working with our internal teams in an attempt to get you a resolution on this request. You should hear from our team shortly.

  Best regards,

  GoTo

  Customer Answer

  Date: 02/03/2025

  [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:01/17/2025

  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.

  I subscribed to GotoMyPc back in October 2024 thinking it will be a monthly contract since the website not clearly explaining this is for one year contract paid monthly. I have cancelled the subscription and the account shows it as cancelled. But GoTo continued charging my credit card since last 3 months. even after repeated requests via phone and email...they are continuing to charge my credit card.

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to us.  While our terms and conditions clearly state that this is a recurring subscription product, we do understand that exceptions to our purchase guidelines are necessary sometimes.  In this spirit, we have refunded you the amount you have asked for. This will be processed by the end of the day today, and should be visible in your bank account in 3-5 business days.  Thank you for choosing GoTo, and we hope to work with you again in the future.

  Customer Answer

  Date: 01/17/2025

  [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:01/15/2025

  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 operate a dental office. We signed up to work with a company names solutionreach and they recommended that we use Goto company to provide us with internet phones for our office. I had previously used another company that sold me Grandstream internet phones. I was told that we would be able to use the existing phones to connect to the new Solutionreach system. That we would be manually but easily connect it. I initially order 9 phones from Goto. Within one month, I returned the 5 of the phones. I paid the restocking fee. It has been a few months and they continued to charge me for the 9 phones service which is 225$ just for the internet phones to GoTo. I have called to may representative and their final answer is the since I signed the original contract, I am obligated to pay that. I have 4 phones, I am paying for 9 phones and the existing phones that I have, they claim that is not compatible with their system. When I called to return the phones, they kept me on hold for 2 hours to confirm that I returned it within their return window. I confirmed that I did return it on time. In fact, I had until August 13 to return it. ( I got this information from their email dated August 9th) I am looking for refund of the charge for the 5 phones that I never used in the past few months and charges that reflect that I am only using 4 phones.

  Customer Answer

  Date: 01/26/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/06/2025

  Ms. Min,

  Our team has reached out and is working through this issue with you. Thank you for your cooperation and sorry for the delay.

  Best regards,

  GoTo

  Customer Answer

  Date: 02/18/2025

  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,

  ******

   

   

• Initial Complaint

  Date:01/11/2025

  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 cancelled my service and they will not refund my money. I paid $ 327 for a year in advance, and only used their service for 2 months. They initially refused to refund ANY of my money and refused to give me a supervisor. Finally a few days later I received an email that they refunded $163. I should be getting back $261 with a cancellation fee. This is like stealing from a good customer. I was with them of over 20 years.

  

  Business Response

  Date: 01/13/2025

  Ms. ****,

  While the refund provided is consistent with our terms of service, we will review your case and someone from our account services team will reach out. 

  Thank you for your business,

  GoTo

• Initial Complaint

  Date:12/16/2024

  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.

  Service was automatically renewed without notification, charge was deducted from credit card for one year of service, called customer service to cancel transaction and have charge refunded and was informed that I would still have access to service for a few months but that it would be cancelled. I checked my associated email and there were no notifications related to the service renewal.

  

  Business Response

  Date: 12/20/2024

  Thank you for taking the time to share your experience and frustration with us. It's never easy to hear, but we appreciate the opportunity to resolve this for you.  We have credited you back the $49 you were charged.  GoTo is a subscription based service, and we do notify our customers at the time of purchase that they will be automatically renewed unless they cancel their service, This is to ensure that customer's have use of their product when they need it.   Again, thank you, and we appreciate having had you as a customer. 

• Initial Complaint

  Date:11/20/2024

  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.

  Fraudulent charge/renewal of services after it was cancelled.

  

  Business Response

  Date: 11/25/2024

  While it's never easy to hear when we haven't done right by our customers, we do appreciate the opportunity to resolve the issue.  We have refunded you in the amount of $1,240.85, which normally takes about 5-7 business days to show in your bank account. 

  Thank you for being a valued customer, and again, our sincerest apologies. 

  **** ******

  Director of ************** **********************

   

   

• Initial Complaint

  Date:11/08/2024

  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 GoToMeeting (GoTo Technologies USA, LLC) for several years prior to cancelling my account in 2022 because the organization where I am president of the Board sold the operations and assets and I no longer need this video meeting service provider. I contacted GoTo Technologies to request a refund of the renewal fee on my credit card today, 11/8/2024. While agreeing the account has had no activity since prior to 6/2022 and that there is no active password, they charged my credit card on file that has not expired. They are willing to re-open the account and provide a 25% discount. However, "In the new computer system, they can't refund unauthorized charges".

  

  Business Response

  Date: 11/13/2024

  Ms. ********,

  We are sorry that you are frustrated with your experience.

  As part of your original agreement with us, which was confirmed at the time of purchase, the terms of service state that the contract renews for the original term upon each renewal cycle. This policy is designed to ensure consistent and uninterrupted service for our customers.

  We have searched our records and do not find any cancellation requests or any correspondence prior to your most recent call. If you can share with us the cancellation request we can work with our team on a refund. 

  Thank you for your patience and we look forward to helping you with this issue.

  Best regards,

  GoTo

• Initial Complaint

  Date:11/07/2024

  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.

  On October 20, 2024 I was charged $890.39 by Goto. I did not authorize an auto renew as shown from last year's payment and I still paid it specifically cancelling my subscription over the phone. They tried to charge and I canceled the subscription at the the time on 10/10/2023. As you can see on the attached, there is no payment method saved on the account. ********************** charged my account again this year without invoicing me prior to the expiration date and not sending me invoice nor sent me a receipt after charging my account. I found out when my credit card was charged. I would like a refund of this payment that was not authorized. I can see that this is a practice your company does to hundreds of clients according to ****** comments. I would like a refund of this funds taken from my account without my consent.

  

  Business Response

  Date: 11/08/2024

  While it's not always easy to hear when our customer's have had a poor experience with us, we appreciate the opportunity to make things right. We have initiated a full refund ($890.39), which will take 3-5 business days for your bank to recognize.  Please accept our apologies, and thank you for being a customer. 

• Initial Complaint

  Date:10/29/2024

  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.

  We have had a Grasshopper phone account with ********************** for two years. It's on an annual plan. We did not receive any notification or warning about the auto-renewal, but we knew it was coming to the end of our year. We determined we did not need the service going forward, so we called and cancelled the service on 10/29/24.We then realized that we had been charged on 10/26/24 for a whole new year. We called to have that refunded and GoTo completely refused to refund it, discount it, adjust it in any way. They refused to even acknowledge why we would be upset about being charged for a whole new year that we will not use.We would be fine to pay for one month's service we won't use, but are very upset at their insistence on keeping our money for no service.

  

  Business Response

  Date: 11/01/2024

  Dear Mr. ********
  My name is ********* and I am reaching out to you on behalf of Grasshopper support. I understand you are frustrated with the status of your account. We did in fact send you an email in September 2024 alerting you to your upcoming renewal so that you could be adequately prepared and contact our team if you decided that you did not want to go through with the renewal.Because the request to cancel your subscription did not take place prior to the renewal, we are only able to stop auto-renewal next year.
  Throughout this year, you do still have access to the account in case you would like to try to utilize it. Our support team is available 24/7 to help answer any questions you may have to get this service working for you.
  I do hope you understand,
  Sincerely,
  ******** ******
  Manager, Grasshopper Customer Support

  Customer Answer

  Date: 11/01/2024

  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 am not satisfied because no communications we received indicated that if we did not cancel we would be charged for a full year and have no recourse for any kind of reduction or other accommodation.   We received one email, two months earlier, that simply said 'your subscription will renew for another 12 months'.   
  
  When we did cancel it, less than two business days into the new subscription, they are not offering any kind of accommodation or options of any kind.  We find this to be unacceptable customer service.  Even with the ******************** complaint they are not offering any kind of suggestion for repair, beyond keeping all of our money for a service that we will not use at all during the next 12 months.
  
  We will be satisfied when they take some kind of action to make this right and repair the relationship.
  
  
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/13/2024

  Mr. *******,
  
  I hope this message finds you well. Thank you for your patience and for giving us the opportunity to address your concerns.
  
  I am truly sorry to hear about the frustration this situation has caused you. I completely understand how disappointing it can be to feel caught off guard by a renewal process, and I genuinely appreciate the feedback you have provided.
  
  As part of your original agreement with us, which was confirmed at the time of purchase, the terms of service state that the contract renews for the original term upon renewal. This policy is designed to ensure consistent and uninterrupted service for our customers.
  
  Our team sent out a reminder email prior to your renewal date to provide ample time for you to review your account. While the renewal occurred automatically as stipulated in the agreed-upon terms, and your cancellation request was received after the renewal had processed, I understand your disappointment. Regrettably, as the terms were not cancelled prior to the renewal date, the contract stands as per the original agreement.
  
  Once again, I apologize for any inconvenience and frustration you've experienced.

  Sincerely,

  GoTo

• Initial Complaint

  Date:10/16/2024

  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.

  I subscribed to GotoMyPc back in June 2024 thinking it will be a monthly contract since the website not clearly explaining this is for one year contract paid monthly. I also used to subscribed to this service back in 2022 to *************************************************************************************** July 2024 thinking this already done, even got the cancellation email. Recently I just noticed my credit card still got charged monthly by Goto even though I already did the cancellation. I called the customer service and the *** told me to read the date in the cancellation email again and rightly so it showing canceled on July 2025. I told him I wasn't aware I got locked in for one year and he told me there's no way I can cancel the *************************************************** and I feel like being mislead / duped. From the sarcasm he talked to me I feel this is a common issue, including from reading complaints in BBB. After the phone call I try to check the GotoMyPc website again to check the wording and it is indeed not really clear. The landing page to choose plan is showing 3 different options with big word on price with computer and month with asterisk next to it. There's nothing in the bottom to explain the asterisk and no mention of annual plan only. After choosing the plan the next page is billing information and plan detail in quite small word, annual billed monthly and annual plan. There's nothing explaining the plan will be good for one year and you will be continued to get billed for one year even you pay monthly without option to cancel before one year. Since the landing page showing monthly without explaining yearly most people will expect the billing option plan selection will be monthly and yearly. Goto has to make this more clear by making sure people know they will be locked in for 1 year by choosing both montly payment and yearly payment especially Goto used to have monthly payment plan in the near past.

  

  Business Response

  Date: 10/17/2024

  Thank you for sharing your experience with us. It's not always easy to hear when we haven't done right by our customers, but we do appreciate the opportunity to make things right.  It does look like there was a processing error on our side, and your account was not canceled as requested. I have conformed that we have done so now.  We have issued you credit for 3 months that you were billed when you shouldn't have been. (You purchased in June and canceled in July, so you were correctly charged for that. We have refunded you for the following 3 months that you've been billed). 

  While we do state the different billing options for our products on the website, and our customers agree to our terms and conditions prior to purchase (including the payment requirements for Annual Billed Monthly) we will be undergoing a review of both to ensure we are as transparent as possible to our customers. 

  Thank you,

  Lisa

   

   

  Customer Answer

  Date: 10/17/2024

  [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 #22432083. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Budi Kartolo