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:04/15/2025

  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.

  Subject: Formal Complaint Against Grasshopper Group, LLC Unauthorized Charges and Failure to ******************* Account Number: ******* I am filing a complaint against Grasshopper Group, LLC regarding their failure to provide the *********** that was included in the ************ plan I subscribed to in March 2024. The service was supposed to include:*** Included As of December 1, 2024, the *** feature has been completely non-functional. I have made multiple attempts to resolve this issue through Grasshopper support, including the following support cases:Case #******** on January 9, 2025 Case #******* on February 8, 2025 I called again on April 4, 2025, but no callback or follow-up email was received. After exhausting all options and being unable to send or receive *** messages as advertised, I formally cancelled my subscription on April 10, 2025 and clearly stated that the reason for cancellation was the non-functioning ***********.Grasshopper charges on an annual prepay basis, and I made no request nor gave authorization to renew or bill my account again. Despite this, Grasshopper charged my business checking account $516.18 without my consent. I do not wish to pay for services I am unable to use, and I never authorized this transaction.I received the following response from a Grasshopper representative named ******:At this time, we are unable to process an immediate cancellation or refund. However, your account is set for cancellation at the end of the current cycle and will expire on March 26, 2026 We encourage you to continue with the *** registrationThis response is unacceptable. The service was never fully delivered, and I am being forced to pay for a product I cannot use.I am requesting:1.A full refund of the unauthorized charge of $516.18 2.Immediate termination of my account *********** that no further charges will be made to my account Thank you for your attention to this matter.

  

  Business Response

  Date: 04/15/2025

  Mr. *******,

  Thank you for bringing your concerns regarding your Grasshopper account to our attention. We would like to take this opportunity to address your concerns thoroughly.

  
  First and foremost, we regret any frustration or inconvenience you have experienced. Please know that Grasshopper is not blocking your *** capabilities. Recent industry-wide changes require all *** traffic to be registered with mobile carriers via an approved Brand and Campaign Registry (referred to as "10DLC"). This requirement is mandated and enforced by the mobile phone carriers themselves, not by Grasshopper. Until your brand and campaign are successfully registered and approved, all *** services (across all providers) are subject to these carrier-imposed restrictions. We have already provided you with detailed instructions and support to assist with your brand and campaign registration and will continue to do so until your registration is complete.

  
  In reviewing your support history. Our records confirm that every inquiry you have made has been acknowledged and responded to, we show no record of a call or inquiry from April 4th.

  
  Grasshopper services operate on a pre-paid annual subscription, which is disclosed at the point of sale, included in our Terms of Service, and is readily available on our website. Upon renewal, an annual charge is processed unless the account is cancelled prior to the renewal date. Your account remained active until your cancellation request on April 10, 2025, which occurred after the renewal date; therefore, the annual renewal was processed in accordance with the terms agreed to at signup and confirmed at renewal. As stated in our Terms of Service, prepaid annual subscriptions are non-refundable after renewal. While your frustration is understandable, this policy is clearly explained at the time of purchase. Your account is scheduled to be cancelled at the end of your current subscription term, which is standard for our pre-paid plans. This ensures you receive the full value of the subscription purchased. We will not issue further renewal charges.

  Best regards,

  GoTo

• Initial Complaint

  Date:04/14/2025

  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 had been a past subscriber of GoTo Meetings/LogMeIn. However, since two years ago, my company has not allowed this product and therefore I have not used this product for the past 2 years. For some reason, the company has my credit card on file and is still charging me continuously for annual renewal. I received an invoice and email from them today 4/14/2025 just an hour ago and called to cancel the service, however they refuse to refund me the charged amount for next year's service starting on 4/14/2025-26.

  

  Business Response

  Date: 04/15/2025

  Mr. **,

  Our team will be reaching out to work with you on this request. 

  Best regards,

  GoTo

• Initial Complaint

  Date:04/13/2025

  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.

  I have the LogMeIn *********** offered by the company GoTo. As visible in the attached screenshot, I have not made use of the service in almost two years. Last year when I tried to cancel the service after it renewed I was not able to find how to cancel and, unfortunately forgot to follow up. This year I was just charged for another renewal and so went to cancel again. The process for cancelling a subscription is, quite intentionally, difficult.1. I logged into my account on my phone and went to the account management section. This redirected to a new site, but it was blocked on mobile 2. Once I was able to view the site, there were multiple places to upgrade my subscription, but no indication of how to cancel.3. I searched the help, which eventually brought me to an article that stated I had to contact them by phone, but provided no lunks or numbers to use 4. I had to search for the contact us info, where I needed to log a ticket 5. After submitting it finally displayed a number to call 6. I was able to call and cancel my renewal (after several attempts to retain me) but was told they have a strict "no refunds" policy. I requested a call back from a manager (I haven't received one yet, though was told it might be 24 hours)All of this leads me to regard them as a predatory organization who intentionally make it difficult to close your account. I find such practices reprehensible, and in addition to a redund, I do want to share these practices so other consumers are aware.

  

  Business Response

  Date: 04/14/2025

  It's never easy for us to hear when we haven't done right by our customers, but we appreciate your taking the time to share your experience with us. After speaking with you earlier today, we have issued a credit in the amount of $371.86. This will show on your account with us by the end of the day today, and should take your bank 3-5 business days to process. 

  Again, thank you, and we apologize for all inconveniences this has caused. 

   

• Initial Complaint

  Date:04/10/2025

  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 owns a brand called "Grasshopper" that provides a virtual business phone system. This is done through an app installed on your cellphone. They do not make it so that you can cancel your subscription via the app. They force you to contact customer service via their website. I did this on December 18, 2023. I got busy and never saw their reply email and they closed the case. I had ported the phone number away from their company and did not use their services again. I looked at my credit card statement for March 2025 and observed that they had billed me for the annual service (in the amount of $443.06). The annual plan is only supposed to be $312 according to the client portal. I reached out to them today, April 10, 2025 to cancel the service and request a refund. They agreed to cancel the service, but said they would not issue a refund due to their terms and service. I advised them that I would be fine with them keeping the 1 month of service from March to April, but they refuse to issue a refund for services that will not be rendered from April 2025 to March 2026. They charged me for services in 2024 even though I reached out to cancel in 2023. I am choosing not to dispute that because I did not see their response email when I initially requested to cancel. They make it unnecessarily difficult to cancel a subscription service that is similar to a ******* subscription and I find it unethical and predatory that they will not issue a refund for services that won't be rendered.

  

  Business Response

  Date: 04/15/2025

  Mr. ********,

  In reviewing your account I can see that we did receive an email requesting a cancellation and per our policy to protect our customers we replied requesting a phone call to verify identity and ensure that the cancellation was valid. We also sent two reminder emails that without a response your case would be closed. We do see many customers change numbers on their accounts and therefore do not cancel accounts when a number is ported out as there are many ways a customer could use our accounts in those situations. While we empathize with your busy schedule, we do need to follow our security policies to ensure that our customer accounts are protected. As an act of good faith we will refund your requested amount of $400 of your most recent transaction. We apologize for any confusion around our policies and hope this restores your confidence in GoTo.

  Best regards,

  GoTo

  Customer Answer

  Date: 04/15/2025

  [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:04/10/2025

  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.

  Unfortunately I have lost trust in this business. I signed up for them in March 2024 paying upfront for a year after being satisfied with the 7 day trial. I then immediately cancelled auto pay and specifically informed agent, ******** ****, who double checked that auto renewal was turned off. Now its April 02, 2025 and I received a bill for $433.82. I called on 04/03 to make a complaint but apparently there was no case ID opened. I called again on 04/08 to follow up to find this out so started a new case ID# ******** with *****. I was informed then that they can not refund me because of their "recent policy about auto renewal." I asked to speak with a manager but apparently none was available. When I asked when did the policy take effect and why was I not notified via email they did not have any answer or proof. I was told to wait for an email stating that auto-renewal on my account was cancelled but a refund could not be provided. Auto-renewal should was not active/shouldn't have been on!I called back same day and spoke with ****** who reassured me that a manager will call be back the same day. No call or email. I called back 04/09 and spoke with Minor who said he saw a note from ****** and that he will call me back later in the day. I asked Minor to speak with a manager and he insisted I wait for ****** to call me back. Its 04/10 and I just called and spoke with ***** who reviewed their notes and found nothing written by ****** and when I asked for a manager he said there was none available and one may call be back today.I hate to complain but this company failed to inform its customers about its "recent" policy change, did not respect that my auto-renewal was inactive anyway, made an unauthorized purchase on my credit card, and continue to refuse to provide me with a manager to speak with. Poor customer service I am disappointed about a good product with poor communication.

  

  Business Response

  Date: 04/15/2025

  Mr. *********,

  I apologize for the frustration you have experienced. There are some claims in your complaint that are difficult to reconcile. We do have an employee named *** **** here but she never worked for our support team our would have been someone to validate your auto renewal claim. We also don't see any requests to cancel your account prior to it's renewal date. Our terms and conditions have always stated our renewal terms and that our account auto renew so I apologize for that and we will work internally to ensure our agents are giving the correct information in our calls. As an act of good faith we will refund your most recent charge but please understand that this is outside of our contractual agreement that you agreed to with your original purchase. 

  Best regards,

  GoTo

  Customer Answer

  Date: 04/15/2025

  
  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 will follow up with the company to ensure refund is completed. Thank you for understanding and assisting.

  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:04/01/2025

  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.

  GoTo billed my debit card for an autorenewal of service on 3/24/25 for $712.83. I didnt want to auto renew. From what I understand, Massachusetts requires companies to provide notices to customers of a an auto renewal. This company wants $712.83 for the entire year of 2025 until 3/24/26 for service that is not needed, essentially making this "free money"

  

  Business Response

  Date: 04/04/2025

  Mr. ***,

  We apologize that you didn't receive our renewal notice for your account. As a good faith effort we have canceled your account back to your renewal date and you should see all funds in your account in 5-10 business days.

  Best regards,

  GoTo

• Initial Complaint

  Date:03/25/2025

  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 signed up for this service last night online through the 7 day free trial but they told me I did not the website I confusing, I only put my card in to hold for the upcoming payment in 7 days if I decided to keep it but they charged my card this morning I still have 6 days and I don;t like it I asked to cancel and they said sorry no refunds you clicked the wrong button, that is like stealing when your entire website says 7 day free trial, feels like a scam to **** want this account closed because it has not been used and a full refund and to be removed from any of their calling lists and affiliates.

  

  Business Response

  Date: 03/27/2025

  Dear Ms. *******
  My name is ********* and I am reaching out to you on behalf of Grasshopper support. First, Id like to apologize for the inconvenience in which you attempted to sign up for a free trial but instead purchased a month of service. After reviewing your account and your request, I am fulfilling your request to cancel and refund your service, effective immediately.
  I understand that this is not an ideal instruction to the Grasshopper service, but if you would like to try our services again, wed be happy to help you in any way we can. 

  Customer Answer

  Date: 03/27/2025

  [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:03/25/2025

  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 requested a refund for an auto-renewal that happened on 3/20/2025. GoTo Technologies refuses to refund us. They reference back to their terms an conditions. The contact person they have listed has not been an employee with our practice since 2020. Our business has new ownership as of August 2020. We were not properly notified that an auto renewal would happen. Based on Minnesota's new consumer protection law that took effect in January 2025 GoTo Technologies was not clear and conspicuous with their renewal notice, the did not provide an easy cancelation option and they did not send an annual reminder of renewal before charging us. I spoke with ****** a team manager that refused our refund.

  

  Business Response

  Date: 03/26/2025

  While it's always hard to see when we have not done right by our customers, we appreciate the opportunity to correct our actions. We have initiated a full credit of of $915.80, which will show on our end by the end of the day. Your bank may take 3-5 days to recognize this. 

  Thank you for choosing GoTo, and again, our sincerest apologies.

   

  Customer Answer

  Date: 03/26/2025

  [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,
  
  Summer ********

• Initial Complaint

  Date:03/23/2025

  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 bought service for grasshopper. But it didn't work so I missed calls. Frustrated I might miss out on business, I ported out my number before my opening. They are now refusing me refund citing i didn't get tech support even when I did.

  

  Business Response

  Date: 03/27/2025

  Dear Mr. *****
  My name is ********* and I am reaching out to you on behalf of Grasshopper support. First, Id like to apologize for the technical issues that you encountered that made for you to not have the best experience with our product. While our support team is always available to remedy issues and help you set your account up for your best-case scenario, I understand that is not what your experiences were. Upon review of your account and request, we are honoring a prorated refund you so pay for the few months that you did have the service until you ported away but do not need to pay for the remainder of the year. As this refund is processed, your Grasshopper will be immediately cancelled.
  I do hope you find this resolution satisfactory. 

• Initial Complaint

  Date:03/22/2025

  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.

  In mid-February, I mailed a cancellation letter to Grasshopper (DBA GoTo Technologies USA, LLC) stating that I no longer needed or used their VOIP business phone service. I was billed $257.26 for a service I cancelled by letter. I mailed the letter after I was on hold for at least 35 minutes trying to cancel by phone. At least once prior to that, I stated that I would be cancelling the service since I had difficulties registering for the governments 10DLC (SMS) business texting capabilities. I was out $30.00 after that; therefore, Grasshopper owes me $287.26. I had stated that I am a disabled veteran/small business owner uses Grasshopper to communicate with friends related to the non-profit portion of my business. I have included a receipt, the cancellation letter, and reviews from other dissatisfied customers. I have also included materials from other VOIP providers stating that 10DLC (SMS) text registration exists for Sole Proprietor businesses and that such businesses do not require a website or social media page if they do not have an established online presence. Grasshopper did not follow the federal guidelines when it stated that I needed a website/social media page. Grasshopper did not follow Massachusetts Consumer Protection Law in that a business fails to tell a customer relevant information about its service or is misleading in any way. If I am I not promptly refunded, I will file a lawsuit against Grasshopper (GoTo) and could be awarded triple damages per the enclosed documentation. I am requesting a refund immediately; I will file a complaint with the *** if I am not refunded my money in the amount of $. Grasshopper (DBA GoTo) has been known to use AI bots for its customer service. Not answering a phone call after a customer waits for ***** minutes is unacceptable and another reason for me to be refunded. I also find it interesting that a webpage from Grasshopper states that they do not offer support to Sole Proprietors, yet the company issue a refund.

  

  Business Response

  Date: 03/27/2025

  Dear Ms. ************ name is ********, and I am reaching out to you on behalf of Grasshopper support. First, Id like to apologize for the long wait times you experienced when trying to cancel your account over the phone. We have been experiencing higher than normal wait times and while we do our best to answer every call in a timely manner, its unfortunate that we were not able to provide you that service. I was able to locate your cancellation letter, so I am able to process a refund for your recent renewal and cancel your Grasshopper account.
  I do hope you find this resolution satisfactory. 

  Customer Answer

  Date: 03/28/2025

  [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,
  
  ****** ******