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:03/20/2025

  Type:Service or Repair 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 purchased a number from grasshopper. After they verified the number I called it twice to make sure it was working and it was working. I went on to purchase business card, T shirts, and printed the number on both sides of my business truck. I also registered the number with my DOT number, ****, business account, my insurance. Most things were all paid for. I received a phone call from a friend of mine that told me the number that was not working. When I contacted grasshopper I was told that nothing can be done to get me the number I paid for and its not available. I didnt receive a letter in the mail, an email nor a call to prevent me from wasting my money and time on a number that was available when I made the purchase but was taken back with no explanation or anything.

  

  Business Response

  Date: 03/26/2025

  Mr. *****,

  Our team has informed me that we were able to regain access to your number and restore it to your account. Thank you for your patience while we worked through that process.

  Best regards,

  GoTo

• Initial Complaint

  Date:03/07/2025

  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.

  On February 15, 2025, we were charged $509.43 to our credit card that was previously on file with GoTo; We had removed the card and turned of Auto-Pay when we disputed the charges and asked that GoTo cancel our contract with them on January 3, 2025. We have repeatedly asked that we be released from the contract without prejudice or penalty because GoTo had breached the contract on several occasions, causing us to discontinue use of their services and finding another VoIP provider in December of 2024. GoTo then, without authorization, charged our credit card without our consent.

  Customer Answer

  Date: 03/18/2025

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

  

  Business Response

  Date: 03/20/2025

  Mr. ******,

  Thank you for working with our team to resolve this issue. We have your email acceptance of our offer to resolve on 3/18/24. Thank you again for your business and we hope you can find a solution that meets your needs and will consider GoTo in the future should you need any of our services.

  Best regards,

  GoTo

  Customer Answer

  Date: 03/20/2025

  [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:03/06/2025

  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 was not notified within 30 days that an annual recurring charge would be pulled from my account on 3/5/2025 in the amount of $232.90. **************** representative stated that they must give notice before my account is charged, I never received any notice. I have also been denied sms services which I pay for in the subscription fee which is the driving factor behind terminating the account.

  

  Business Response

  Date: 03/11/2025

  Ms. ********,

  Thank you for giving us the opportunity to address your concerns regarding your contract and the issues you have experienced with *** services. At GoTo the satisfaction and success of our customers are of the utmost importance and we always aim to support our customers as best we can. 
  
  We understand your frustration and would like to provide clarity and assistance regarding the situation, specifically with respect to recent industry changes that may have impacted their *** capabilities. 
  
  A new requirement has been implemented for 10-Digit Long Code messaging. 10DLC is a framework introduced by the telecommunications industry to improve the reliability, security, and trustworthiness of messages sent via ***. This system is designed to reduce spam messaging and improve deliverability for legitimate business communications. 
  
  The implementation of 10DLC has brought about new requirements for businesses that send *** messages, including brand and campaign registration. These measures ensure that businesses using *** are verified and that messaging is aligned with carrier requirements, ultimately resulting in a better experience for consumers.  It appears that your issues with *** functionality are tied to the transition to 10DLC and the need for campaign and brand registration. While these changes have been an industry-wide adjustment, we recognize that they may be unfamiliar and, at times, challenging to navigate. 
  
  Please rest assured that it is not our intention to prevent you from utilizing *** services or to impose unnecessary burdens. Our goal is to ensure compliance with the new industry standards while providing a seamless and secure messaging experience.  We are here to assist every way we can in getting your brand and campaign registered so you can start using *** again without disruption. Our dedicated support team is available to guide you through it. Once the registration is complete, *** capabilities can be restored quickly, allowing you to continue sending messages in accordance with the new requirements. We would like to kindly remind you that your contractual agreement is still in effect. While we acknowledge and empathize with the challenges caused by the 10DLC transition, this change has not altered the underlying nature of the services provided under the agreement. However, we are committed to ensuring that you can make full use of our services and regain value from their contract by assisting you with the 10DLC registration process. 
  
  We appreciate the opportunity to resolve this matter and look forward to assisting in re-establishing your *** functionality. Thank you for your understanding as we navigate these industry-wide changes together. 
  
  Sincerely, 

  GoTo

• Initial Complaint

  Date:02/24/2025

  Type:Order 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.

  Here are the details: We were interested in changing our VOIP phone services to GoTo and found them to have a lot of beneficial features for the amount charged. The product we purchased has not been ****** as promised. There are far too many instances where features do not work and customer support is not working either. We have spent over 40 hours of staff time trying to resolve set up and service use. Many of those hours were spent trying to get assistance to no avail. The admin portal just sends you on a wild goose chase to get resolution and the sales person who you initially engaged with will not respond to emails for help. Even after things are temporarily fixed, they break or do not work right soon after, and we are stuck in the same pattern of trying to get help. We believe we have cause to cancel but they are trying to tell us that we have a contract that can't be broken. Legally, I don't think we should have to pay for something that isn't working as promised. When our clients can't reach us by text and we can't reach them by text, we take the chance that one of our clients - former ****** children who aged out of ****** care - are going to be in danger and at risk of suicide. They deserve a functional phone system that allows them and us to make contact any way they choose to contact us.

• Initial Complaint

  Date:02/21/2025

  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 ordered a years service of Grasshopper phone service for my single member LLC Monroeville Music on 1/3/25. After several attempts to register my current phone number for ************ which was supposed to be a part of the service I had already paid for, I decided to cancel the service entirely and port my number to another service. This decision was due to the lack of customer support- extremely long wait times on the phone with no alternative way to contact support, following the exact instructions given by support several times and still being denied the sms service, and finally being told I needed to pay another $10/month for a service that was supposed to be included.After I got set up with a new service (everything working in less than a day), I called support to cancel my Grasshopper account on 2/21/25- almost 2 months of not being able to send SMS messages as a part of my own businesss customer support. They told me I would not receive any refund- even a prorated refund for the year of service I had paid for and not received.

  

  Business Response

  Date: 02/25/2025

  Dear Ms. ************** am reaching out on behalf of Grasshopper support. I apologize that you are frustrated with the 10DLC registration process. This process was established and is enforced by carriers in an effort to protect consumers from an increase in unwanted text messages. This is an industry standard that Grasshopper is complying with, but the ultimate approval or denial of applications is done by carriers, and while I cannot speak to the carrier used by your new provider, we are continuously working to help our customers meet the standards set for us. While SMS capabilities are included in your grasshopper plan, the carriers are requiring a monthly fee based on the number of texts sent. This additional fee is sent directly to the carrier; Grasshopper does not keep or benefit from these fees.
  
  After reviewing your account, I am honoring your request and providing a prorated refund for the unused portion of your subscription and processing an immediate cancellation.
  
  I do hope you find this resolution satisfactory.
  Sincerely,
  Grasshopper Customer Support

• Initial Complaint

  Date:02/19/2025

  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.

  There was an update to the Grasshopper app in October/November of 2024. After updating the app completely, calls began to get missed regularly. Additionally, I was unable to make outgoing calls from any of my devices. When attempting to make a call, it would immediately state it was unable to connect and close out of the app. After trying several times to update the app, reaching out for support, and attempting to find online forums to troubleshoot, we were still unable to make or receive calls for our business as needed. Unfortunately, in December we were charged in full for a full year worth of service. We received absolutely NO notice that our account was up for renewal or we would be charged a large amount of money for this service. Had I received notification, I would have canceled immediately, as the service was subpar and certainly not what we expected to receive. Upon reviewing documents from October-Dec, for two full weeks in November, not one single call was successfully connected. We had over two dozen calls that were just completely missed, during one of the busiest months of our business. This has caused us to lose thousands of dollars because the phone application we were paying for did not work as it should.After being on hold with Grasshopper's customer support for 51 minutes today, not one person had a solution for fixing this other than they could do nothing as far as immediate cancellation or refund, and they have taken my payment, which was provided with the intent of receiving a service, and will not provide even a partial refund.

  

  Business Response

  Date: 02/25/2025

  Dear Ms. ************ I am reaching out to you on behalf of Grasshopper support. First, Id like to apologize for the technical issues that you experienced. Upon review of your account, I see that you have it set for incoming callers to hear your Main Greeting before they input an extension to be transferred to. The recording that is played gives off the impression that the caller has reached a voicemail box and does not give instructions on which digit to input to get to an extension. This could have caused incoming callers to be confused, therefore hanging up before getting to a person. Our support team is available to help you reconfigure your account so the recordings are in the right places and your callers can be directed where to go. I do not see any history of you calling in to our team to work through this, but wed be happy to help you if youd like. Additionally, this support article could be of use: ****************************************************************************.
  Second, I would like to address your concerns about renewal. While all Grasshopper subscriptions are purchased under the agreement of automatic renewals, we did send out a notice to your email address, which is the main account administrator, in November, the month prior to your renewal. I apologize if this communication was missed.
  
  I hope this information has been helpful and we look forward to working with you to get your Grasshopper account functioning in the best possible way.
  
  Sincerely,
  Grasshopper Customer Support

• Initial Complaint

  Date:02/14/2025

  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.

  On Feb 13th 2025, my service was automatically renewed without notification, a charge of $72 was deducted from credit card that was on file, but that credit card has been closed since 2021 with expiration date of 2023. No way to remove card via delete button on their website. Never thought charge could go through but GoToMeeting has one of those exceptions from **** that allows them to charge you even after card is closed and replaced by another. HOW IS THIS ALLOWED !!Called customer service to cancel transaction and have charge refunded and was informed that it would be cancelled 1 year from now and that I could not get a refund. I called the day it was posted to my credit card, the 1st time I knew about this. GoToMeetings customer service **** are trained to NEVER give your money back even if you dont want the service. I cannot cancel my account online, I have to call customer service. I cannot remove a defund credit card which they are allowed to use. This is outrageous. I have been a customer for over 10 years and they will never let you go or behave in a professional manner. Do not sign up for their services.

  

  Business Response

  Date: 02/24/2025

  Ms. *****,

  I have been informed our team has reached out and successfully resolved your issue. If there is anything else we can do please let us know.

  Best regards,

  GoTo

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service 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 called the Goto company two days ago and asked them to cancel my GotoMeeting subscription. Their customer service agent, probably following a script, tried a couple of ways to get me to keep the service subscription active, or assign it to someone else, etc. Finally, he acquiesced, but after a few minutes on hold, came back and said their system wouldn't allow him to deactivate (cancel) my account, and that he was escalating the issue. Thereafter, they have tried to charge my credit card $280 to renew my account, about 3 times per day, every day. I emailed their customer service department this morning asking them for as status update, and asking them to cease their attempts to charge my credit card, but they did not respond.

  

  Business Response

  Date: 03/03/2025

  Mr. *******,

  Our team has sent you and email to update where your account stands in our process. Please work directly with them should there be any further issues. We will make every effort to get your issue resolved asap.

  Best regards,

  GoTo

  Customer Answer

  Date: 03/04/2025

  [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:02/07/2025

  Type:Order 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 a signed a year contract with GoTo Technologies on March 2023 i think for around 10 phone lines. Over time we grew to 18 lines on and off as i have a call center. GoTo went ahead and autorenewed my contract on March 2024 without letting me know. Due to busines circumstances i needed to downsize my lines and transfer over my phone numbers. I had asked Goto support if i am allowed to port over and they approved porting over all my lines and my numbers. I ported all my phone numbers on october 2024. But i stil kept getting bills for 18 lines on GoTo inspite of it being all ported over. I have been tring to cancel my account and they kept stalling me. There are no minutes no lines active but still getting charged for 18 lines. Reason i have a contract which was autorenewed without permission. They kept billing me november, december and January while trying to process my cancellation and now they want to collect 1200 or they would send me to collections. They agree to cancel my account if i signed up a 2 year 4 line contract with them which i did. Now they want to collect of 1k worth of fradulent bills 3 months for services not rendered. and for phone lines not existent. BEWARE OF THE AUTOMATIC 1 YEAR RENEWAL WITHOUT PERMISSION. I THINK THE *** AND BBB SHOULD BE DO SOMETHING ABOUT THIS. If you look at all the complaints on this site it is due to autorenewal of an aggressive collections tactics of a multi-million dollar company over small businesses. Sneaking in automatic yearly renewal is a very dishonest and fraudulent activity that needs to be investigated. This kind of billing is unfair towards small businesses who have a month to month business and budget. Please take action against this company so that they dont entrap other businesses in the future. Please look at all the complaints against them in regards to their entrapment contract. i am attaching my first invoice March 2023 with 3000 minutes. I am attaching the Jan bill with 0 minutes.

  

  Business Response

  Date: 02/11/2025

  Mr. *******,

  My team has informed me they are working directly with you on a resolution to this issue. Please continue to work with them and we look forward to a resolution.

  Best regards,

  GoTo

  Customer Answer

  Date: 02/12/2025

  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 think the auto-renewing a 12 month contract without my approval is something is not a fair trade practice. 

  I also went ahead and signed a 2 year contract for 4 lines to make up for the outstanding invoice and any loss of revenue for GoTo. But they are insisting that i pay the $1200 plus invoice for the time when i had stopped using GoTo. I had already signed a contract worth $3000 for 2 years to make up for the early cancellation of my service. I don't need to pay another $1200 invoice as my service should have been cancelled when i ported out my numbers from GoTo. 

  GoTo customer service allowed me to port and told me that i won't have any problems. Then i kept getting invoiced for lines that i don't have. Requested cancellation multiple times with very poor response. Finally i was allowed to cancel after signing a $3000 contract for 2 years. Cancellation should be preponed to the time i was ported out of GoTo. My new contract more than makes up for any loss of revenue. Overall i should not be in this situation complaining to the BBB.

  
  Regards,

  Manoj

   

   

  

  Business Response

  Date: 02/12/2025

  Mr. *******,

  Our terms of service clearly state that our contracts renew on an annual term and you signed off on those terms in the original agreement. Our first record of you requesting to cancel is on the Fourth of December 2024. We have already credited you two months service as a show of good faith for the time between your cancellation and your signing the new contract. The amount owed is for the time prior to that cancellation when you were still using the service under the original contract. I hope this explanation helps you understand the agreements that you have signed with us. We make every effort to be clear with our terms and our contracts are binding. In addition we made up for the time it took to implement a new contract with the credit. We understand you are frustrated, but we believe that we have treated you more than fairly considering the circumstances. 

  We look forward to continuing to do business with you and apologize for your frustration.

  Best regards,

  GoTo

   

  Customer Answer

  Date: 02/13/2025

  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. 

  1) I understand 1 year contract with minimum user requirement. After that most companies go month to month. It is unfair, that you guys auto-renewed me for another year for 18 users with out a reapproval process.  I am a small business maintaining a call center was not feasible for me after i gave it a go for 12 months. I requested ported all my numbers out on September 16th 2024 and redo of my contract. 

  2) We had ported out all our GoTo number on September 16, 2024. After the port out there were no numbers active on Goto.  You guys still kept billing me for 18 users for the month of October, November, December 2024  inspite of the fact that were no users active on Goto for those months and no services or minutes rendered.

  3) We had request to change our account to 3 users redo of my contract.  On October 2024 ************ Service Agent made us sign a new contract for 3 users   Attached a new contract for 3 users. 

  4) I signed a new contract in October 2024 to replace the other contract that I had. You guys even made me do a 2 year agreement of 4 users on the new contract to make up for the lost value of the other contract of 18 users. 

  The new contract on Oct 2024 should make the other contract null and void. Autorenewing without giving an opportunity to change the user minimum on an account for another year is unfair business practice and hurts small businesses. Please cancel the bills on oct, nov, dec as it had no active users and i had signed a new contract on oct 2024.

   

  
  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,

  Manoj

   

   

• Initial Complaint

  Date:02/07/2025

  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.

  2/7/2025 $349.99 GoTo LogMeIn Pro software subscription that renews annually without notice. This year's subscription charge was posted to our bank account today. Our bank notified us of suspicious activity as potential fraud. We contacted GoTo company to cancel the subscription as it is no longer needed. GoTo customer service representative stated they would have required a cancellation request with at least 30 days notice to avoid the subscription renewal. However, there has never been a notification of upcoming renewal! The GoTo customer service representative did cancel our subscription effective today, but stated they would not issue a refund even though the product would not be in use.

  

  Business Response

  Date: 02/10/2025

  Thank you for sharing your experience with us. It's hard to hear when we haven't helped our customers, but we appreciate the opportunity to make things right.  In your instance, we have both canceled your subscription and initiated a refund as requested.  The refund will be processed on our side today, and may take between 3-5 days for your bank to show the credit.   Again, thank you!

  Customer Answer

  Date: 02/16/2025

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