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:06/20/2023

  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.

  A request was sent on 3/1/23 to port numbers from Grasshopper to Mitel. The request was completed at the end of March and all numbers were ported. There was no remaining phone numbers or service with Grasshopper, yet they continued to charge the account. I contacted customer support on June 8th, it was only then that they officially canceled the account, but are refusing to credit back for the months were no services were rendured. Each month they charged $48.96.

  

  Business Response

  Date: 06/22/2023

  Dear **************,

  
  We apologize for the misunderstanding that was experienced when you ported your numbers from Grasshopper to your new carrier. Grasshopper does not automatically cancel accounts. When a number is ported out, the new carrier does not inform us when that transfer is complete, and we would never want to assume that you wanted your account closed without your express permission. We apologize if you feel this was not made clear and as an act of good faith, we have refunded you two months of service. We hope you find this resolution satisfactory.
  
  Regards,
  

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

  Customer Answer

  Date: 06/22/2023

  [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:06/19/2023

  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 product verbally with rep over the phone before renewal. We told them we would not renew contract when they sent a new one over to sign. We opened a ticket to get help to offboard, Ticket number *********. During this time they claim a contracty magically can "auto renew" with no authorization opr signature andd espite us telling our rep we didnt want to renew just let it expires. They magically "didnt recieve notice of our cancellation" and billed us anyway. We sent tehm emails telling our rep we didnt want to renew and asked them why it renewed when we asked it **********, with a response of, "oh, if we dont hear form you it auto renews." This company's billing practice is intended to s**** over customers leaving by just ignoring cancellation and it isnt right. refund of $5,220.02 USD, account/invoice # ******************* is requested.

  

  Business Response

  Date: 06/26/2023

  Thank you for reaching out. We cannot find a record of your payment, and have tried reaching out directly to you to resolve this issue. Please contact our billing group at your earliest convenience and we'd be happy to work with you to track down your payment and to refund you. We can be reached at **************.

  Customer Answer

  Date: 06/26/2023

  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. 

  invoice #IN60001403023305686

  That is the point there should not have to be a payment. when our account rep called to renew it, we told them we werent renewing back in August 2022. The service we thought was cancelled, and we were billed for it anyway. They said our contract "auto renewed."  They also said they had not heard from us since 2020 but it "auto renews". yet they hadn't hjeard from us, but they have the opened ticket with support to not renew and help us offboard the now non working clients and basically got a message back saying "we dont care, do it manually you arent a customer." 
  

   

  From: *************************
  

  Sent: Tuesday, November 1, 2022 3:03 PM
  To: GoTo Support <******************************************>
  Subject: RE: Ticket: ******** - Support
  
  We requested a script for mass uninstallation, not the article on how to manually uninstall.
  
  We already can manually uninstall, the point is not to have to manually uninstall on 250 machines. Do you have a script for this?
  
  Thanks,
  
  From: GoTo Support <******************************************>
  Sent: Tuesday, November 1, 2022 2:53 PM
  To: ************************* <*********************>
  Subject: Ticket: ******** - Support
  
  Hello team, Thank you for contacting GoTo. Here's the article you're looking for, for Windows: *************************************************************************************************** Cheers, **************** **** We are here to assist our customers 24/7. Please visit our support center ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?  ? ? ?  ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?  ?  ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
  Hello team,
  
  Thank you for contacting GoTo.
  
  Here's the article you're looking for, for ****************************************************************************************************************************************************************** Customer ****
  
  
  We are here to assist our customers 24/7.  Please visit our support center at ******************************************  to access our knowledge base or to contact our Customer **** team. Typical wait times are less than 2 minutes for phone and 24 hours for email.
   
  To view other products we offer to help power your remote working needs, please visit our website at **************************************
  
  :::5004P000024BSCk:::
  

   

  
  1/16/2023
  Dear Customer,
  
  Thank you for contacting us. My name is *********************. I am part of your ******* Services Team.
   
  I received your request to cancel your subscription.  I can help you with your request, however, I would like to learn more about your current situation and what lead you to this decision.
  
  Going forward, how will you handle your online desktop sharing and video conferencing needs?  Any clarification to your request, or the reason leading to your decision to cancel, would be greatly appreciated.
  
  Which product are you looking to cancel? Please let us know the reason why.
  
  We value our business relationship with you. Please let me know if there is anything we can do to retain it. I look forward to hearing from you.
  
  Best regards,
  
  *********************
  ******* Resolutions Specialist
  
  ******* Services
  **************
  *************************************************************** 
   
  Self-Service Portal: Click HERE to change your payment method, billing address, contact information, update your purchase order number and/or view and print copies of your invoice(s). You will need your user ID (provided on your emailed invoice) to log in.
  
  
  
  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: 06/27/2023

  Hello! We understand your request, and while you are correct, you shouldn't have had to pay after canceling your subscription with us, you did - and we would like to return that to you. We cannot find the payment on the account though, and would like to be able to both find it and return it. Please contact us at your earliest convenience so we can straighten this out for you. We can be reached at **************.

  Customer Answer

  Date: 06/27/2023

  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. 

  Hello,

  we have rightfully refused to pay this, and it was sent to collections at this point. here is the contact information for ************. we ask that you contact them and inform them that this is an invalid collection as you stated in your last response.

  please let me know when this has been resolved. I believe this is just a mix-up of account reps getting moved around and things not being documented on exit properly. 

  thanks, contact info below:

  *****************
  Collections Representative
  *******************************************
  AMS Commercial Division
  *****************************
  **************
  ******************************
  www.radiusgs.com
  

  
  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: 07/10/2023

  Hi *****,

  I understand you have now heard from our billing team, who have contacted the collections agency and cleared up your account. Thank you for your patience while we worked through this, and please accept our most sincere apologies. 

  Regards,

   

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

  Director of Care

  GoTo

  Customer Answer

  Date: 07/11/2023

  [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:04/18/2023

  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 was a long-time customer of ********************** Webinar. I cancelled the GoTo service in the beginning of September 2022, however the account was set to auto-renew for the next year on September 6, 2022. Once I requested the refund, GoTo stated that they would have to charge me one month, but would refund the $822.66 difference. Several months go by. On February 7, 2023, approximately 6 months and 1 day after the charge, I received a notice stating that the refund check will be processed. Another couple of months go by. No check. When I called the bank, I was advised that they can only dispute transactions and provide a credit within a 6 month period. I'm not saying that it was a CONspiracy, but I am stating that GoTo did wait until 6 months and 1 day passed before they notified me that the refund would be processed. The problem *could* be that the check was sent to the wrong address-- although I have been at my current address for more than 7 years! Nevertheless, they did not have to mail a check because I did not pay by check. GoTo could have refunded the fee using the original payment method.

  

  Business Response

  Date: 04/18/2023

  Ms. ******, 

  It does appear that we sent the check to the wrong address. We will cancel that check and send the new one to your correct address as soon as possible. We apologize for the inconvenience.

  Best regards,

  GoTo

  Customer Answer

  Date: 04/18/2023

  [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:04/10/2023

  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.

  GoTo Connect Billing Issues 1.06-11-2018 Sales Rep *********************** of Jive confirms by email that monthly pricing is guaranteed as long as we remain with Jive (see Exhibit A)2.Late 2018 Extensive correspondence with ****** and others at Jive due to extreme difficulty with the set up and transition of our service to Jive.3. 05-02-2020 Receive monthly invoice with monthly per phone charge increased from the guaranteed $23.95 rate to $26.46. 4.6/16/20 - I receive an email from *********************** at Jive on acknowledging my call regarding rate increase and asking me to send in writing to be submitted to Finance Team for approval. On same day I send email regarding the issue to *** at jive billing. On same day I receive reply from *** that shes updated our system for us to start billing you for the initial tier pricing and that shes issued credit for the prior two months overcharges.5.11/2/2020 Email from ************************* at Jive billing support with credit memo. I send reply memo stating this is the second time Ive had to intervene on rate increases that should not have happened. 6.03/09/2023 Email correspondence with ****** in customer service, where she states that a new contract must be signed to maintain original guaranteed pricing and that pricing and fees are subject to change.

  

  Business Response

  Date: 04/14/2023

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

  We have made the appropriate changes to reinstate your agreed upon pricing. We apologize for any inconvenience.

  Best regards,

  GoTo

  Customer Answer

  Date: 04/15/2023

  [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:02/22/2023

  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.

  As a customer, on my dashboard, I was consistently presented with the false expectation that fees were 29.00$ a month. After the holidays ended, and I got to review how much I was actually being charged. I found that I was being charged ******% ****************** on my 29 dollars with an additional $3.53 added for Federal ******* is important to note that in my ******************* the tax rate is much less than 25%It is important to note that surcharges have no place in being combined with taxes, as they are separate fees unrelated to taxation. With the local tax rate almost 9% I am to assume that 16% is being added to my bill and not clearly communicated why.I was presented with a simple 29$ plan and assuming 9% tax my clear expectation would be around $31.61 / month. As a customer, I could have cancelled my service earlier or reviewed different options when presented with actual costs which differed by a little more than 10$/month. It is common to denote an astrisk next to the price or with an additional link next to the incorrect price of 29$ on my dashboard. Such additional information could point out that my current plan assumed >26% in taxes plus $3.53 added to each bill. Attached is a screenshot clearly showing there is no such demarkation on my plan in my quotidian dashboard (it is impossible for me to comment on the other plans being upsold to me as I only know about the "solo" plan).A customer representative kindly closed out my account using ticket # ******** Attached is a statement of charge and a screenshot of my customer dashboard. In my monthly charge, do note my service fee starts at $29.00 and after charges it ends at $39.98 I found their service to be exemplary, their customer service to be kind, and their charging practices to be far from what they advertise. How much was I charged for tax?

  

  Business Response

  Date: 02/23/2023

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

  I am sorry to hear that you were surprised to see the tax charges on your account. Telecommunications sales taxes are highly regulated and we are required by state and federal law to collect them in addition to local sales taxes. We have a breakdown of those charges on the second page of your bill and more information is available here: ****************************************************************************.

  We hope this helps you understand the taxation that is required for telecommunication services.

  Best regards,

  Grasshopper

  
  

  Customer Answer

  Date: 02/23/2023

  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.

  - Thank you for the document and attached is a print out of the link you provided me ****************************************************************************

  - The document does let me know I will pay taxes + fees, and that the taxes change based on location; this is within expectations.

  - To paraphase my previous question that was not answered at all (even by the linked document):

  How much did you charge me in taxes, for my location.  A followup question would go something like: why is it greater than 9% and for what location were you charging me?

   

  Thanks for addressing this so quickly,

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

   

  [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,

  *******

   

   

  

  Business Response

  Date: 03/02/2023

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

  We are attempting to reach out to you and discuss this situation further. Please look for our phone and email communication.

  Thank you,

  GoTo

• Initial Complaint

  Date:02/22/2023

  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.

  We used **** communications, which was then purchased and made GoToConnect, for our phone system. Upon selling our company, we called to cancel our account and port the numbers over to the new ownership. This bank account was left mostly unmonitored for some time before we realized that our charges had continued, even though there was no number associated with it and no phone calls happening. I called and very kindly described the situation and what had happened, thinking the roughly $60 per month charge would be easy to reimburse and close out. The very quick and abrupt response I got was "We see that you ported out your number, but our fine print clearly says that you have to cancel your account. We dont show that you asked to cancel the account, so we can't do anything about it.". I clarified that we had in fact asked to cancel it, but to no avail. I'm confused at why it had to get to this point but apparently after being customers for years, customer service is dead.

  

  Business Response

  Date: 03/02/2023

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

  We have made three phone and follow up email attempts to reach you to discuss your complaint. Please contact our team to work through this issue as we want to ensure we can resolve it for you.

  Best regards,

  GoTo

  Customer Answer

  Date: 03/03/2023

  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 have not received a phone call or email from you. I gave the correct phone number to the rep when I spoke to her, and she emailed confirmation of this directly after the conversation. My number is ************.
  
  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: 03/08/2023

  ****,

  We attempted to reach you via phone again at 1:30pm pst on Monday, March 6, 2023 and followed up with an email as well. We are making every effort to reach you and discuss this situation. Please respond to the email or via phone per the instructions left for you. 

  Best regards,

  GoTo

• Initial Complaint

  Date:02/08/2023

  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.

  Years ago I had a LogMein account, the account was canceled years ago. It appears that Logmein is now part of Goto technologies. Goto is now attempting to bill the now canceled credit card used for the old Logmein account, several times a day. Online Customer support does not allow me to stop the subscription billing. They do however always manage to get me to a screen to update my credit card information. I called them, their call routing system seems to be unable to route me to customer service or the billing department. The ********** answer the phone but when they transfer me to the billing people, they tell me I need to call another number which has been disconnected. I consider this to be an attempt at financial fraud. Their customer support systems seem to be designed to assist in this, both online and by phone.

  

  Business Response

  Date: 02/09/2023

  Thank you so much for reaching out to us to let us know about your experience. We apologize for our actions - we were not aware that you wished to cancel, and wanted to ensure you continued to have service. We have now noted your account with your cancelation request, and you should no longer be receiving attempts to renew. 

  Best regards,

   

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

  Director of Care

  GoTo 

  Customer Answer

  Date: 02/09/2023

  [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:02/02/2023

  Type:Sales and Advertising 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 Feb. 1, 2023, Gotoconnect charged my account *****. I have never heard of this company and did not approve this transaction. It appears to me the company allowed someone to use my information without having the CCV to obtain services. Due to this occurring, I had to cancel my card and I will now have to go to the bank to obtain money while I wait for another one.

  

  Business Response

  Date: 02/06/2023

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

  We have cancelled your account. The money charged to your card was refunded already due to the chargeback you requested with your card carrier. We are sorry your card was compromised and hope you have not had any other issues.

  Best Regards,

  GoTo.com

• Initial Complaint

  Date:12/27/2022

  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.

  The LastPass password manager suffered a major breach. This had been noticed in August of 2022, but more details about the severity of the problem were put forward in December 2022 that revealed the full scope of personal information which was breached. My subscription renewed for the service in November 2022, and while I was reluctant due to the previous news I still renewed - with the information revealed in December I'm no longer comfortable using the product and wished to seek a refund. When I contacted GoTo regarding this they told me they had no option to give me a refund as I'd already paid, not even refunding me in part for the other months. Because I'd used their product as my primary password manager I'm now at considerable risk, and I'll be spending several hours making sure I change all my passwords, as well as finding some new password solution due to my lack of trust in their product after this point. I'd appreciate GoTo offering me some kind of recourse for a refund to my subscription, even if just in part, and some kind of information about how they're going to handle this breach for their existing customers other than making us deal with it.

  

  Business Response

  Date: 12/28/2022

  Thank you for reaching out to us. While we don't always like hearing when we haven't met our customer's expectations, we do appreciate the opportunity to make things right. 

  After reviewing your complaint and your account history, we will be providing you with a full refund. This will take a day to process on our side, and then it may take 5-7 business days for your bank or card issuer to process it. 

  Thank you for being a Lastpass customer, and we hope that if your needs change that you'll consider our product again. 

  Regards,

   

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

  Director of Care, GoTo

   

  Customer Answer

  Date: 12/28/2022

  [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: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,
  
  ***************************