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:01/11/2024

  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 purchased Grasshopper service with a number porting request on 12/27/23. I purchased the service for my business phone #. I am not able to use their service with my number until they port the number over to my service with them. A whole 10 days went by when I finally received an email (I will attach a photo of it) from them suggesting that my porting had been cancelled. It wasn't even a proper email to inform me that it was cancelled, it was actually an email asking for feedback about suposed support I received from ******... an incident which never actually occured. I had never contacted support at that time, I was simply waiting for my number to be ported, which is what I was informed to do when I signed up. After that email I actually tried contacting support for help but I haven't gotten any. Meanwhile half a month has gone by and I still can't use their service. I paid for a whole year of service up front. I would like a refund for the whole amount I paid. I haven't been able to use it because they haven't ported my number. The help I have received from them is non existant, and the communication about my number porting has been terrible.

  

  Business Response

  Date: 01/16/2024

  Dear ************,
  
  My name is ********, and I am reaching out on behalf of Grasshopper Customer Support. I apologize that you experienced difficulties with porting your number into Grasshopper. There was an issue with missing information and our team did try to reach out to you to gather this information.I have reach out to you via me direct GoTo email to help resolve this. I would love to continue working with you to resolve this or you can contact our support team and an agent will happily assist you.
  
  Sincerely,
  *****************************
  Customer Care, **********************, **********************

• Initial Complaint

  Date:11/25/2023

  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've attempted to cancel my subscription multiple times and I keep getting hung up on charged. My last attempt ended up in a verbal confirmation over the phone; they then sent me an email a month later after charging mw again saying that I needed to speak with a customer service rep over the phone in order to cancel my subscription.

  

  Business Response

  Date: 11/28/2023

  Dear **************,
  My name is ********, and I am reaching out on behalf of Grasshopper Customer Support. I apologize that you experienced difficulties cancelling your account and that the service remained active beyond the time you desired it to be. Upon reviewing your account, I found that your account was properly cancelled on November 25, 2023, and the previous month was refunded. In addition to that, I have refunded funds dating back to your original request. Please allow 5-7 business days to have this sum reflected in your bank account or on the credit card that was originally charged. I hope you find this resolution satisfactory and that you keep Grasshopper in mind if you need our services again in the future.
  
  Sincerely,
  *****************************
  Manager,Grasshopper Customer Support

• Initial Complaint

  Date:10/27/2023

  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 cancelled services via phone call and portal of our phone number out from grass ******. I just realized they were still billing me. I would like reimbursement for 3/20/23 for $63.77, 10/11/2023 for $63.08, and 10/20/2023 for $64.18

  

  Business Response

  Date: 11/01/2023

  Dear ***************,
  My name is ********, and I am reaching out on behalf of Grasshopper Customer Support. I apologize that the service remained active beyond the time you desired it to be. I have processed the request refunds. Please allow 5-7 business days for those to be posted back to the card on which you were charged.
  
  Sincerely,
  *****************************
  Manager,Grasshopper Customer Support

• Initial Complaint

  Date:10/17/2023

  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.

  Company tricks you into a 3 year contract meanwhile their service is impossible to use properly. Nobody else in their industry locks people into a three year contract in the fine print. This is outrageous. I spent hours on the phone trying to get to billing, and after my third attemp I learn that it will cost me $600 to cancel a $25/month phone line. This is criminal activity on their part. They should cancel my subscription as an unhappy client that is unable to utilize their service properly. This is the most unjust company I've encountered in quite sometime.

  Customer Answer

  Date: 10/28/2023

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

  

  Business Response

  Date: 10/30/2023

  Mr. *********,

  We are very sorry that you feel we have not been forthright with you in our business. As is clearly shown in your original contract and reiterated in our email on October 17, 2023, your contract length was for three years and all charges and terms were clearly stated including cancellation terms. We feel we have been very fair in explaining and honoring the contractual agreement. Please contact our customer care team to further work through your cancellation should you wish to continue with that request.

  Best regards,

  GoTo

• Initial Complaint

  Date:10/10/2023

  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.

  We cancelled our account with GoToMyPC years ago. We recently found an annual charge on a credit card statement from a card we no longer use, which is why this problem was not discovered earlier. We were unable to log in to our account, which only furthered our belief that we no longer even had an account with the company. After calling and talking with a customer service rep, it took a while for them to figure out what our account email was. They did eventually identify it, which is an email address we do not have access to because it hasn't been used for over 4 years. We're not sure why they had that faulty email address on file instead of the one we actually use, plus we still get the marketing emails sent to our working email address. They asked for a case number proving that we called in to cancel years ago. Of course we didn't have that, so they said they could only cancel our account going forward but we were told that they would not not refund us for even the most recent charge, which was only 1.5 months ago. We just want a refund for a service we have not used because we cancelled it but are only finding out just now that that apparently was not successful.

  

  Business Response

  Date: 10/16/2023

  Thank you for bringing this to our attention. We have issued the credit and informed the customer of our actions. 

  Customer Answer

  Date: 10/16/2023

  [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:09/19/2023

  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 have been a customer of **********************, utilizing their "Goto ******** ******** Sometime during a past year of the pandemic, I made the decision to cancel my ******** Despite following the appropriate procedures for cancellation, I was subsequently billed for services I did not use or authorize.Upon noticing the unexpected charges, I immediately reached out to GoTo's billing department. After several discussions, they acknowledged the oversight, assured me that the charges were canceled, and even offered a refund. I believed the matter was resolved.To my surprise and dismay, I was later contacted by ********************************************************., a collection agency acting on behalf of GoTo. They demanded payment for the charges that had supposedly been canceled. This development was not only distressing but also threatened my financial and credit standing.I have made multiple, documented attempts to resolve this matter directly with GoTo. I provided them with all necessary documentation, including communication records and proof of the service cancellation. Their responses have been largely unsatisfactory, leaving the issue unresolved.In my research, I have come across testimonials from other customers who seem to have faced similar billing issues with GoTo. This raises concerns about a potential pattern of behavior, where the company might be employing aggressive tactics to profit from unsuspecting customers, especially those who had accounts during the early days of the pandemic.I seek BBB's intervention in mediating this matter with GoTo, ensuring a fair resolution and preventing any further harm to my financial and credit standing.Given the potential wider impact, I also urge the BBB to consider a deeper investigation into GoTo's billing and collection practices. It's crucial to identify and assist other consumers who might be facing similar challenges.I appreciate the BBB's attention to this matter and am hopeful for a positive and timely resolution.

  

  Business Response

  Date: 09/20/2023

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

  While our terms of service clearly state that the service automatically renews for additional 12-month periods unless we receive notification at least 30 days before the current term expires, our billing agent made an exception for you when you notified us of your request to cancel a few days after the contract renewed. There was no intention to send your case to collections as we had applied a credit to your account upon cancellation. In reviewing your case we uncovered and error in the process that allowed the amount owed to be forwarded to the collection agency.  We have requested the agency excuse the amount of ****** and they will pull the collection request from their list.

  Thank you for your business and understanding and we apologize for the error.

  Best regards,

  GoTo

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business regarding complaint #********. I appreciate their acknowledgment of the oversight and the corrective actions taken to rectify the situation. Based on their response, I am satisfied that my issues and concerns have been addressed appropriately. I understand that by choosing to accept the business response, my complaint will be closed as resolved.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/05/2023

  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.

  This phone has not been working since 1/5/2022. It shows up as being offline since then. We never noticed since the initial person that help set up the phones for us never let us know we had this phone, which was in our extension suite. We never used it. Only until this past week while working on another issue and in the administrative portal did I notice there was this phone that was offline. We found the phone and then discovered it either had lost connection to the ** address or it never connected since day one. The warranty should be honored since clearly you could see on your end the phone has been offline since 1/5/2022, before the warranty expired in 11/2022.

  

  Business Response

  Date: 09/11/2023

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

  I would like to extend our sincerest apologies for any inconvenience this situation has caused you. Upon reviewing your account and the details you provided, it appears that we have followed all of our standard procedures during the onboarding process. Our team makes every effort to ensure that our clients are well-informed and satisfied with the installation of our products. We understand that an employee with the initials C.A., as a super administrator on your account, granted sign-off on 1/18/2022, indicating that all was in working order at that time.

  We were notified of the issue on 8/17/2023, which was almost 19 months after your initial sign-off. Unfortunately, by this point, the phone had exceeded its warranty period by 7 months, and as such, we are left with limited recourse, especially since the hardware provider can no longer offer warranty support.

  We genuinely regret that we are unable to provide assistance for the out-of-warranty phone. We understand your frustration, and we take your feedback seriously as we continually strive to improve our services and customer experience. Please know that we are here to assist you with any other concerns or inquiries you may have related to our services or products.

  Once again, we apologize for any inconvenience you've experienced, and we value your business and trust in our services. Thank you for bringing this matter to our attention, and we appreciate your understanding in this situation.
  Should you have any further questions or concerns, please do not hesitate to contact us.

  Thank you for your business,

  GoTo

• Initial Complaint

  Date:08/31/2023

  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.

  We signed up for GoToResolve (for the 3rd time, the two other times failed for lack of follow through and support). We have paid the fee requested, and I have been trying to get in touch with someone at GoTo to find out who our account representative is and nobody will help me. All they do is keep sending me new people to try and sell me on their product as a new customer. This is the third time we have lost our sales contact without any warning or notice, and it makes working with this company nearly impossible. We are unable to add any new services and nobody seems to care or know how to help!

  

  Business Response

  Date: 09/01/2023

  Thank you for taking the time to reach out to us. It's never easy to hear when we  have not done right by our customers, and this certainly seems to qualify as one of those situations. We have a team of people reviewing the various parts of your complaint so we can assist you holistically, and we will be in touch directly to help you be able to use your account. Please accept our most sincere apologies and our commitment to getting this resolved as soon as possible. 

  Regards,

  *********************, Director of Care Strategy, GoTo

   

   

  Customer Answer

  Date: 09/01/2023

  [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. I was able to get a new sales representative and ordered the items I needed.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/12/2023

  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 purchased an annual subscription, and it renewed in May of 2023. I contacted them to cancel because I have had significant technical issues in continuing with their services once they changed platforms. I was unable to use the videoconferencing services for several months and I kept trying to let them know but they continued to say it was an issue on my end. They finally figured out that it was on their end when they had a platform change something changed in the background and I was given a lesser level service although that was not what I was paying for. I never received my refund of $48 which did not even cover the time period I lost the ability to utilize the service properly without the videoconferencing option. This does not even include the time I spent on hold and in conversations to try to remedy the issue. Now I have cancelled effective today and am being told that the cancellation is not effective until May **** (nearly a year from now since I had purchased an annual subscription). This is not appropriate as there was no indication when I signed up for an annual subscription that there was no ability to cancel it. It looks like I will finally get the $48 credit but I want my subscription cancelled effective today and I want a fair pro-rated refund. Thank you for any assistance you can provide regarding this issue. I do not authorize the publication or release of my email address, phone number, or any contact information to any one other than the vendor. My express written permission must be received in order to publish, release, or otherwise provide or distribute any of my contact information with the exception of the vendor whose charges I am disputing.

  

  Business Response

  Date: 07/14/2023

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

  Please see our direct correspondence regarding your account. Thank you for your business and we are sorry to see you go.

  Best regards,

  GoTo

  Customer Answer

  Date: 07/14/2023

  [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:07/05/2023

  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 6.21.23 the company allowed another customer access to our phone system. They allowed them to make changes to our service, remove users and change phone numbers/settings. We are a mortgage office.We discovered this on 6.28.23, after noticing the phones had been "quiet" for a few days and intially were told the new owners of the account would get in touch with us.This was unacceptable, and upon second contact with a new support person, we were given access to our account again. After 7 hours of back and forth we were finally able to get the phone system up and running again.Our credit card information was exposed, our clients phone numbers were exposed. we not only had a serious breach, but a potential loss of revenue, and extra employee expenses due to the time it took to restore our services.Even at this date, ( 7.5.23) we have yet to have anyone contact us and answer our requests about how this was able to happen, and who is accountable.

  

  Business Response

  Date: 08/07/2023

  ******************,
  Thank you for working with us directly on this issue. We have contacted you multiple times over the past month and look forward to resolving the last few details shortly. We value your privacy and security and want you to feel confident in using GoToConnect, so if there are any other open questions you have regarding your service or account, we are more than willing to speak with you further. GoTo does not show your full credit card data in our system and we show no evidence that any of your other account data was breached. 
  Thank you for your business,
  GoTo