ComplaintsforGoTo Technologies USA, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account: ******************** Mgt. CN-******-1711 - GoTo Phone #************ To Whom It May ************ had GoTo Connect for many years now, even back when it was still Jive. We signed a multi-year contract with you all locking in a specific price per handset which hasnt expired yet. However, you all have increased our bill which is in breach of this contractual agreement. We are asking GoTo to fix this billing error immediately and credit our account for the overages that have been posted. Our most recent invoice has been included with this letter.Weve also submitted many cases with your alls billing team to get our address updated on your alls system to no avail. Case #******** and ******** was even created to get this fixed and it still hasnt been completed.Thank you for your prompt attention to this request.

  

  Business response

  06/18/2024

  Mr. **********,

  We will have someone from our account services team reach out to work through both of these issues for you as soon as possible.

  Thank you for your patience and we look forward to connecting soon.

  GoTo.com

  Customer response

  06/20/2024

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Seeking an improved telephone line for my business, I started working with an individual representative for this company who promised a simple/effective phone system at a lower rate. After months of equipment and back-end difficulties on their products, we finally got a system running. One of the the three phones never worked, even after replacement, and the system was inadequate to run a business, with phones not synching or transferring properly, and individual phones often not responding. I finally made the decision to change to another phone carrier before more harm was done to my business. I was told by the independent representative that my wishes that this be a trial period with these new phones, however I am now told that at some point I signed a contract and the even though the phones are now gone, I am responsible for a significant cost to "buy out" the contract ($2500). After spending ten years getting my credit rating to "very good/excellent", they are threatening credit reporting.

  

  Business response

  05/06/2024

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

  We are working directly with you and the partner that worked with you on this sale. We look forward to working toward a resolution as quickly as possible. 

  Best regards,

  GoTo

  Customer response

  05/07/2024

  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. 

  [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,

  Mark

   

   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a ************** and at our 2024 ******************** GoTo Connect was a suggested seller for a call center for placing orders. When others and I went to speak to ***************** about it, we specified we had *************** and asked if it works in pair with the system or is it in replace of it. Both reps there stated that it works with the system you just apply your phone numbers and its good to go not that it was a whole new system. We go home get a bit more information and say good to go and start applying for it. There is nothing thus far stating we must cancel our current provider. Once you sign the contract at the end they tell you to wait until the system is in place to cancel your phones. I had tried contacting the sales rep multiple times with no response, I had then reached out to our technical support which then set up a meeting with *****. ***** then states that it's a new system not a work in pair contrary to what he originally stated, and I told him that I am under a current contract and cannot proceed nor did they state that I had to cancel it especially when I asked if it works with or in place of the current phone system and they said it works with it. He said he would submit a claim for cancelation and would notify me when it goes through. This morning, 4/25/24, I received the phone system through ***** against my wishes and when I try to send it back the package has no return address. I spent over 20 minutes trying to get ahold of someone and another 40+ for a rep to tell me they have to submit a claim to possibly accept the return request and can take a minimum of 24 hours. I had told them that their lack of urgency concerns me and I needed them to approve it asap, he had contacted multiple supervisors and they all refused to provide me with a return atm. Attached are emails/texts reaching out to the goto rep ***************** for help and emails with the ** rep. along with the billing statements they sent and the package I received.

  

  Business response

  04/30/2024

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

  Your cancellation is currently in process and the return labels have been sent for the hardware. We apologize for the miscommunication and we will keep you informed of the status of your cancellation.

  Best regards,

  GoTo

  Customer response

  04/30/2024

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We singed up with this company through a communication company for telephone services. I was supposed to receive a two month trial free. After 20 days We contacted them and ask to cancel it and we went back to our previous phone service since we were very unhappy with their service. I just received an email saying we need to pay over $1500 to cancel the contract. We never signed up for an annual contract and it was month to month basis. We tried to explained to them, but they said if we do not pay to cancel we have to pay the whole 12 month plus the free 2 months. I mentioned that we were going to contact BBB. We also like to have this put out for other Dental offices not to fall into this trap.

  

  Business response

  04/29/2024

  We are working directly with ****************** to come to a settlement. Thank you for your patience as we work through the process.

  GoTo

  Customer response

  04/30/2024

  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. 

  [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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our telephones went out for three days. During that time we were being called by the courts, clients, and other law firms. Not only did this outage cost me approximately $24,000.00, but it created significant liability for my company.On day one of the outage we contacted GoTo. GoTo blamed our internet provider. So, we contacted our internet provider (Frontier). Frontier said the internet was fine (it seemed to work fine on our end) and blamed GoTo. Our computers and internet worked fine the entire time.On day two of the phone outage we still could not get any information from either GoTo or Frontier as they simply blamed each other.By day three (with still no answers or fixes), I changed our internet provider per GoTo's claim. Even after changing our internet provider per GoTo's claims, our phones continued giving us intermittent problems and disconnecting our phone calls with clients.I was then forced to change our phone providers. This change cost me additional time and money setting up an entirely new system because GoTo refused to help us with their phones.Since changing from GoTo, we have no further problems with our phones. After our numbers were ported over I contacted GoTo to notify them we needed to change providers because of their refusal to fix the phone reliability problems. I received an email stating our contract termination fee is $3,189.00.I will not pay a termination fee for a service that cost me tens of thousands of dollars and we had to change because it is unreliable and has damaged my business.

  Customer response

  04/14/2024

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

  

  Business response

  04/16/2024

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

  We apologize for the issues you were experiencing and our account services team will be reaching out to resolve this issue.

  Best regards,

  GoTo.com

  Customer response

  04/17/2024

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an annual subscription with GoTo for the LogMeIn Pro product. I want to cancel. They have removed the cancel options from their web portal and make you submit a ticket. I submitted a ticket, which doesn't do anything, they say to call them. So, I've been on hold for 30 minutes. This isn't the first time I've tried to contact them.I just want to cancel my subscription. I don't need any money back. I do not want to be billed again.Case Number: ******** My Contact Email on file: ********************* My Account Name: ************************

  

  Business response

  03/18/2024

  Thank you for alerting us to the difficulty you were having cancelilng your Pro subscription. It was helpful to  hear your feedback, and we have now completely refunded your subscription. We apologize for your experience, and we thank you for having used our product. 

   

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For 3 months I have had a billing issue that they've been incapable of handling. Can't take payment over the phone, can't pay on admin site, can't remove payment methods, support doesn't help or can't help, were unable to refund one payment and move to another, and now my payment method is just fine, I can't get ahold of anyone, but I'm getting an email saying payment didn't work. This results in me not having a phone for days.

  

  Business response

  03/20/2024

  Hi Good Afternoon,

  We reviewed the information for the account and this account was opened on our system using an *** account, the subscription is tied to a payment method which means that if the customer bought the subscription with *** it cannot be changed to the Credit Card, we work without ******************* to perform the change on the backend so the charges can be performed on the Credit card from now on Unfortunately the company cannot take payments over the phone for our customer's security. I spoke with *********************** over the phone and explained this to him.

  Regarding the charges on the *** Account *********************** told me that he was no longer interested in moving the charges to the credit card and was only interested to make sure his payments is being take 

  We are following up directly with ************ to make sure the system can take his payment correctly and we apologize for the inconvenience we have currently a special team working on this and monitoring the account to make sure his service is working correctly and making sure the system takes the payment on his credit card.

   

  Customer response

  03/20/2024

  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. 

  [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.]

  This is just not true. I said I wanted my payment to be made with the credit card because, for 8 months, I've paid with a credit card. Look at EVERY invoice on my account except the last one, they are paid with CC.Your support staff LITERALLY told me that because my account was active if I updated my credit card info it would charge the card and not the bank account. More, because your systems are so messed up you can't even make sure my account isn't shut down while you fix something that is your fault. No security for phone service. This should literally be the easiest thing in the world, you have my credit card but won't run it. And I talked to *********** nothing from you was attempted, like I said on the phone when I told you I'd receive a text notification if a charge didn't succeed. 

  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

  03/21/2024

  Hello again **************,
  
  I understand your frustration, and I apologize for any inconvenience caused by the failed payment. Rest assured we are here to help resolve this matter quickly. I have reviewed the information available in our system and have included the screenshots below to help with the explanation. As you can see we tried to charge your Credit Card on two occasions and we are getting an error message saying that the Credit Card authorization failed. We double checked the error message with our engineering department and we are sending the charge to your Credit Card but we are not getting authorization to complete the transaction. Would it be possible for you to try a different Credit Card for this transaction?

  
  Thanks you again for working with us on this issue and we apologize for any inconvenience,

  
  Zuly

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/1/24 I received a notification from my bank which indicated a suspicious charge from grasshopper.com a subsidiary of GoTo. I logged into my Grasshopper account to find that I have been charged $415 twice in the last year. In 2022, I authorized a one time charge for a year of service. I never authorized an auto renewal or auto payment and was not notified about the next charge. Additionally, to cancel my subscription I had to call to cancel which was significantly more difficult than what it took to subscribe. Also, I got a new credit card but yet they had my new credit card information without me explicitly giving them the updated information. They informed me that it is company policy to not issue refunds expect for extreme circumstances.

  

  Business response

  02/20/2024

  Dear ****************,
  My name is ********, and I am reaching out to you on behalf of Grasshopper Customer Support. I apologize that there was a misunderstanding when you initially purchased your Grasshopper subscription. As stated in the Terms and Conditions that you agreed to at the time of purchase, our services automatically renew to prevent any lapse in access. I reviewed your account and the renewal charge for **** did not go through and I can assure you that that charge will stay off your card. Unfortunately, I am unable to refund the renewal rate from 2023 as that was over a year ago and our system does not let us process refunds from that long ago.
  I do apologize if this was not the outcome you were looking for but I do wish you the best.
  Your account is cancelled but if you do find that you need our services again, we would be happy to help you in any way we can.
  
  Sincerely,
  *****************************
  Customer Care, **********************, **********************

  Customer response

  02/22/2024

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩