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:02/06/2025

  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.

  Details:Date of Transaction: 12/31/24 Business Commitment: 2-year agreement Nature of Dispute: Non responsive post sale Business resolve: Escalated issue to supervisor after 2 weeks of no replies from sales or implementation support.

  

  Business Response

  Date: 02/07/2025

  Mr. ********,

  I see in our system that you are working with one of our team this morning to get your issue resolved. Thank you for your patience as we work through the issue and get you a resolution.

  Best regards,

  GoTo

  Customer Answer

  Date: 02/07/2025

  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. 

  ************************** had accepted my meeting request today and we spoke about the issue.  It is not resolved as there is more follow up to do from BOTH parties.  MY expectation is that ************************** will follow up with me on Monday at 12:30 PM CST as we discussed on the call.  I have not received the meeting invite as of this afternoons response to the BBB Complaint.
  
  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,

  Matt

   

   

  

  Business Response

  Date: 02/11/2025

  Mr. ********,

  I see you are still working with our team and that we spoke with you yesterday. Please continue to work with them to see your issue to resolution.

  Best regards,

  GoTo

• Initial Complaint

  Date:02/02/2025

  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 used Grasshopper phone system in 2023. For reasons of preference I CANCELLED my subscription after the first year that I enrolled and paid for. I had to call to cancel because their online system does not allow confirmation of cancelled services. Even though the customer service *** confirmed my account was cancelled and I would not be billed for the next year I was billed over $500 in 2024. I contacted the company and received a refund and an apology. now, in 2025 I am being billed again, this time for $479.50. This appears to be a system relying on people not checking their credit card and seemingly bordering on fraud. I want a refund and a guarantee that I will no longer be charged for these services which were cancelled over a year ago.

  

  Business Response

  Date: 02/11/2025

  Ms. ****,

  We apologize for the mistake that was made on your account. We have refunded your charges for last year and cancelled the account permanently. We apologize for the inconvenience.

  Best regards,

  GoTo

• Initial Complaint

  Date:01/29/2025

  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 downloaded the Grasshopper app and paid for a monthly phone service through this company. After paying I received access to their site, however the service did not work. I was not able to receive phone calls only the notification after the caller hung up. I called their support line multiple times and no one answered the phone. Two days straight I called. I even sent an email to their support team and no response. It is extremely frustrating and detrimental to my actual business. the only option I have to get a refund and cancel service is to call customer support which they dont answer.

  

  Business Response

  Date: 01/30/2025

  Ms. *********,

  We apologize for the long wait times due to the recent carrier requirements around registering for SMS messaging. I have forwarded your request to one of our team and you should have an email correspondence in the next few business days explaining the resolution.

  Best regards,

  GoTo

  Customer Answer

  Date: 01/31/2025

  [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:01/23/2025

  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.

  I run a very small training business on the side. I get a few calls each month and was not getting value from the Grasshopper service of GoTo. I noticed a pending charge on my credit card before it had posted and called customer support to cancel and request a refund because I no longer need the service. Even though the renewal had not processed, they refused a refund. Gave me a run around about speaking with a supervisor. In the end, they are forcing me to pay for a full year of service on day one of the new subscription year and refuse a refund ensuring I will never do business with them or any of their companies again. Terrible policy and strongly caution others to beware.

  

  Business Response

  Date: 02/10/2025

  Mr. New,

  Our team is reaching out to address this concern with you directly. You may have already received communication from us.
  Best regards,

  GoTo

• Initial Complaint

  Date:01/20/2025

  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 a Go To Connect account for our business phone. I was told on the recorded sales call that if I was unhappy with ANYTHING that I could cancel the account and receive a full refund of the $51 setup fee. 2 Minutes into the setup call, I was told that they could not provide a 603 Area Code for the state of ** where my business operates. I said this was unacceptable and that I wanted to account canceled and refunded the full $51 as I was promised.I spent two months communicating with the lying sales person, customer support and finance. The sales person insisted he was working on it internally and that I was DUE A REFUND. Despite their own employee stating I was due a refund their finance and customer support people continuesd to deny said refund.I have text and email with their sales person stating I am due a refund. The sales call was RECORDED where he got me to sign up by stating that I would be refunded in FULL if I was unhappy for any reason. Since they decided to ignore this request time and time again and wasted hours of my time over email and phone I am reporting it here and demanding my setup fee be refund that I was promised by the lying sales person trying to close a deal.

  Customer Answer

  Date: 01/31/2025

  I received a short email from them asking me to provide the document I already provided you in my original email. That document is an email history of their internal conversation and I am not wasting my time providing information they already have. They can look it up internally or get it from my complaint.
  
  I have already wasted hours of my life dealing with them and I will spend another second.

  

  Business Response

  Date: 02/03/2025

  Mr. *****,

  We are working with our internal teams in an attempt to get you a resolution on this request. You should hear from our team shortly.

  Best regards,

  GoTo

  Customer Answer

  Date: 02/03/2025

  [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:01/17/2025

  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.

  I subscribed to GotoMyPc back in October 2024 thinking it will be a monthly contract since the website not clearly explaining this is for one year contract paid monthly. I have cancelled the subscription and the account shows it as cancelled. But GoTo continued charging my credit card since last 3 months. even after repeated requests via phone and email...they are continuing to charge my credit card.

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to us.  While our terms and conditions clearly state that this is a recurring subscription product, we do understand that exceptions to our purchase guidelines are necessary sometimes.  In this spirit, we have refunded you the amount you have asked for. This will be processed by the end of the day today, and should be visible in your bank account in 3-5 business days.  Thank you for choosing GoTo, and we hope to work with you again in the future.

  Customer Answer

  Date: 01/17/2025

  [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:01/15/2025

  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 operate a dental office. We signed up to work with a company names solutionreach and they recommended that we use Goto company to provide us with internet phones for our office. I had previously used another company that sold me Grandstream internet phones. I was told that we would be able to use the existing phones to connect to the new Solutionreach system. That we would be manually but easily connect it. I initially order 9 phones from Goto. Within one month, I returned the 5 of the phones. I paid the restocking fee. It has been a few months and they continued to charge me for the 9 phones service which is 225$ just for the internet phones to GoTo. I have called to may representative and their final answer is the since I signed the original contract, I am obligated to pay that. I have 4 phones, I am paying for 9 phones and the existing phones that I have, they claim that is not compatible with their system. When I called to return the phones, they kept me on hold for 2 hours to confirm that I returned it within their return window. I confirmed that I did return it on time. In fact, I had until August 13 to return it. ( I got this information from their email dated August 9th) I am looking for refund of the charge for the 5 phones that I never used in the past few months and charges that reflect that I am only using 4 phones.

  Customer Answer

  Date: 01/26/2025

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

  

  Business Response

  Date: 02/06/2025

  Ms. Min,

  Our team has reached out and is working through this issue with you. Thank you for your cooperation and sorry for the delay.

  Best regards,

  GoTo

  Customer Answer

  Date: 02/18/2025

  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. 

  [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

  Date:01/11/2025

  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 cancelled my service and they will not refund my money. I paid $ 327 for a year in advance, and only used their service for 2 months. They initially refused to refund ANY of my money and refused to give me a supervisor. Finally a few days later I received an email that they refunded $163. I should be getting back $261 with a cancellation fee. This is like stealing from a good customer. I was with them of over 20 years.

  

  Business Response

  Date: 01/13/2025

  Ms. ****,

  While the refund provided is consistent with our terms of service, we will review your case and someone from our account services team will reach out. 

  Thank you for your business,

  GoTo

• Initial Complaint

  Date:12/16/2024

  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.

  Service was automatically renewed without notification, charge was deducted from credit card for one year of service, called customer service to cancel transaction and have charge refunded and was informed that I would still have access to service for a few months but that it would be cancelled. I checked my associated email and there were no notifications related to the service renewal.

  

  Business Response

  Date: 12/20/2024

  Thank you for taking the time to share your experience and frustration with us. It's never easy to hear, but we appreciate the opportunity to resolve this for you.  We have credited you back the $49 you were charged.  GoTo is a subscription based service, and we do notify our customers at the time of purchase that they will be automatically renewed unless they cancel their service, This is to ensure that customer's have use of their product when they need it.   Again, thank you, and we appreciate having had you as a customer. 

• Initial Complaint

  Date:11/20/2024

  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.

  Fraudulent charge/renewal of services after it was cancelled.

  

  Business Response

  Date: 11/25/2024

  While it's never easy to hear when we haven't done right by our customers, we do appreciate the opportunity to resolve the issue.  We have refunded you in the amount of $1,240.85, which normally takes about 5-7 business days to show in your bank account. 

  Thank you for being a valued customer, and again, our sincerest apologies. 

  **** ******

  Director of ************** **********************