ComplaintsforGoTo Technologies USA, LLC

• 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

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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 response

  10/28/2023

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

  

  Business response

  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

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  10/16/2023

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

  Customer response

  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

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩