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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
It was brought to my attention that this company has been charging my credit card since February 2021 for services I did not receive. My office initially began the process of switching service to LogMeIn (GoToConnect) but quickly realized it would not work out due to unforeseen circumstances. This was before we installed any of their software on our computers. We informed our rep that we did not want to switch. She agreed to this. Months later, I realized our credit card has been charged monthly since February 2021. Not only that, the charge is double what original quote. My office has contacted the customer service/resolution team multiple times over weeks, and they will not help. They only inform them that we needed to complete a formal cancellation, which we were never informed of when our rep agreed to end the service. We have never used their service, had their training, or installed anything related to their service on our systems. After explaining all of this to their resolution
Business response
08/17/2021
********************,
We apologize for the miss on your initial cancellation and have refunded your entire payment. Thank you for your patience while we worked through this issue and we hope you will consider us again should the need arise.
Regards,
LogMeIn
Initial Complaint
07/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
over a year ago grasshopper.com obtained my bank info and was charging my account monthly with odd amounts. It started with $38 , then $47 and so on. I filed fraudulent charges with my bank and had them flag grasshopper if it ever happens again. . An investigation was done , the issued my a new card and I received my money back. Now, last month I received a notice from my bank stating grasshopper is trying to take money again and I dont understand how they are able to get my new card info. This generated a stop charges on my card, a new card was issued and payment was blocked. It happened again 3 days ago and now I have another card being sent to me. How can i get this stop! I have had 3 new cards in the last 3 months and my account has been suspended each time. What can I do to stop them permanently since I have never done business with this company.Business response
08/03/2021
Dear ****************
My name is ******** and I amreaching out on behalf of Grasshopper Customer Support. Id like to begin byapologizing that an account was created without your consent and your card hasbeen charged. I understand that your bank has helped you get the money backfrom those charges, however, since you continue to receive charges, thatindicates that the account with Grasshopper is still open. I would like to workwith you to uncover that account and get it fully shut down to prevent anyadditional charges.
To do this, I will beemailing you directly so we can work together to gather the appropriate andnecessary info to close the account. Please keep an eye out for an email fromGrasshopper with the case number ********.
Sincerely,
*****************************
Manager, GrasshopperCustomer SupportInitial Complaint
07/25/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have a premium membership I paid for using the Apple Store app that was renewed on 3/19/2021. However, when I log in to my acct. My membership is not reflected. This is the second time this has happened. I email customer service with my invoice a ********** **** said it need to send them proof which I did email them twice over. **** said I need to send it to the ** billing queue. There is no information on their website about this. I had gotten no reply back from them when I asked about the ** billing queue. my account user name is *************************Business response
07/26/2021
Hi *******,
We are sorry to hear of the inconvenience you are experiencing. Thank you for opening a support case and working with our team to get your issue resolved. I can see that there has been an update to your case and your purchase error has been corrected. If you need further assistance, please continue to work with our support team for resolution.
Best,
The LastPass Team
Customer response
07/26/2021
[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
07/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 12, 2020 I signed up for LogMeIn's GOTO Meeting. I was automatically charged $180.00 for renewal on June 13, 2021. In their billing portal I had tried unsuccessfully to opt out of autorenewal. I then received one email on June 13, 2021 stating I have been auto renewed. I called customer service and was told that the function to opt out of auto renew wasn't scheduled to work until the following week. I asked to be cancelled and refunded. After more discussion I asked to see my contract. He sent me an invoice containing a link called "Chrome 8 on COMPUTER" and told me to click that link, which opened another document, had to click on a link on that document to open a 3rd document that contained the terms of service or 'fine print'. (This happened yesterday 7/21/21) today when I click on the Chrome 8 on COMPUTER link, the link no longer works. I want a refund and some type of cancellation confirmation so I don't have to go through this again next year.Business response
08/09/2021
Apologies for your frustrating experience while trying to cancel your account with us *****. I'd like to confirm that your account has been cancelled and a full refund was processed on July 26, 2021. We also sent you an email with these details on July 26th.
If you have any further questions please visit support.logmein.com to contact our ************* team.
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Get a QuoteCustomer Complaints Summary
67 total complaints in the last 3 years.
20 complaints closed in the last 12 months.