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:09/08/2022

  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 contacted GoTo for a possible business phone line with them. I worked with a salesperson ********************* ************** since August 26th. I canceled with **** by phone prior to the Free Trial period ending. Today GoTo claims the contract was not canceled and I would owe a termination fee of ******

  

  Business Response

  Date: 09/08/2022

  Mr. *****,

  We apologize for the confusion around the quote and contract we sent over and that was signed. We will be cancelling this account without the buyout requirement. We hope we can do business with you in the future.

  Thank you for your understanding as we work through this situation.

  The GoTo Team

• Initial Complaint

  Date:07/30/2022

  Type:Service or Repair 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 has a VOIP ************* called Grasshopper. Their website advertises service for $29/mo. I signed up for the service on 07/06/2022 expecting to pay this monthly amount for the service. I tried using the service, but the phone would not ring. I called to inquire about the problem, and was told that the regular service is not available in ****** and I would need to pay an additional $.08/minute for the service. I asked to cancel my account, refund my money, and port my phone number. I was told I could do so, but would need to complete the porting of my phone number first. Today I called back as my phone number was ported, and cancelled my account, however was told they would not provide a refund. This company is conducting false advertising, and defrauded my small business of funds. I am requesting a full refund. The phone number for the account is **************. The Case Number is: ******** Thank you,*************************** Ka Nohona ****** LLC

  

  Business Response

  Date: 08/03/2022

  Dear ******************************,
  My name is ********, and I am reaching out on behalf of Grasshopper Customer Support. I would like to begin by apologizing for the experience you had with Grasshopper and the frustration you had with the pricing based on your location. Our goal is to deliver the best product for each customer, and I apologize that it did not suit your needs. As per your request, I have refunded the charge back to the card on file. I do hope you find this resolution satisfactory.
  
  Sincerely,
  *****************************
  Manager, Grasshopper Customer Support

  Customer Answer

  Date: 08/10/2022

  [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:07/06/2022

  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.

  ABOUT GOTOMEEITNG -- GOTOWEBINAR -- GOTOGROUP, ***** LOGMEIN.On July 30th, I attended a demo of GoTo Webinar with a sales employee ******************. I was interested. I moved forward a bit too quick and purchased the product. On July 1st my $139.30 cleared but since I purchased it, I realized I did not need the product the features really at all. However, when I sent an email requesting cancellation, no response, when I phoned, I spoke with Ms. ****** because ****************** had not responded, and she promised she would get this over to the right person to get this cancelled for me. We are talking about 1 ONE day and I decided to cancel. Today, on July 6th, ****************** replies he was out a on vacation, and his email said the following: "Good morning ******, My colleague mentioned that you called in to our phone line to cancel the subscription and Im now just seeing these emails as Im on vacation. After consulting with my team, this request has been denied. We spent 90 minutes going over the GoToWebinar solution last Thursday and provided a 30% off discount that you accepted. If you would like me to send over the call recording I can put that together as well and I can also **** the subscription to cancel at the end of its contract.*******"THE SUBSCRIPTION IS FOR A YEAR, NO. SO, if you want to cancel, even though this transaction was done via phone, there are no options. Either this business is hard up for money and/or they have crazy practices. I did not care if they said they were going to keep the $138.30, no big deal, even though I have not logged in yet or used the platform/software at all since purchasing and they should refund my money. I want my subscription cancelled, immediately PERIOD. I have to complain this is crazy that you are stuck paying an entire year for something you find out you do not need or do not want.

  

  Business Response

  Date: 07/08/2022

  ******,

  GoTo has reviewed this request internally and while the customer had agreed to the contract terms and conditions we have made an exception to those terms and will be refunding the initial payment and voiding the contract. 

  Thank you for considering GoTo for your business needs and we hope to work with you in the future.

  Kind regards,

  GoTo.com

  
  

• Initial Complaint

  Date:07/05/2022

  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.

  We had been using the Goto Webinar / Goto *************** for more than 3 years under their corporate plan for businesses. Those services are here:https://www.goto.com/webinar https://www.goto.com/meeting They have an annual contract term for 1 year that we had to renew every year, but we paid monthly for the service. Last year when we rewnewed they told us that we were not commited to stay beyond another year when the renewal came up for this year and if we just notified them within 1 month of when it was time to renew we could cancel and not renew for another year. We notified them and they said we had to renew but when we said that we no longer use service they said we had no choice but to renew. They could not waive it and said we had to sign up for one service at a minimum and payout the 1 year contract. So they forced us to sign up for the GotoWebinar flex plan which we do not even use. That was the only option. Because they gave us no option we paid the $171 fee for a service we do not even use. Since they forced us to pay then we have come to BBB to file a complaint to see if we can get our money back.

  

  Business Response

  Date: 07/08/2022

  *****,

  While we have reviewed our terms and conditions and were responding accordingly, we are making an exception to the contract to refund your account back to March 2022. 

  Thank you for your business and we hope you will consider GoTo for any future business needs.

  Regards,

  GoTo.com

  Customer Answer

  Date: 07/08/2022

  [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:07/05/2022

  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 used Grasshopper (Goto) as my business line. I've ported my number out into ****** voice in November 2019. They are still charging my credit card to this day for an account that does not exist.

  

  Business Response

  Date: 07/06/2022

  Dear ********************,
  My name is ********, and I am reaching out on behalf of Grasshopper Customer Support. I understand you ported your number to ****** Voice some time ago, yet your Grasshopper account stayed active. This is due to the fact that Grasshopper was never informed that you wanted to cancel your account. Even when a number is ported out, accounts are not automatically because we do not want to assume a customers intentions and the gaining carrier, in this case ****** Voice, did not inform us of the completed transfer.It is the responsibility of the customer to inform ********************** support of their intention to cancel the account at the completion of a port or transfer. I understand that you were not aware of this policy, and we have decided to make an exception for you and refund you for the time requested. Please allow 5-7 business days for that refund to show in your bank account.
  
  Sincerely,
  *****************************
  Manager, Grasshopper ****************

  Customer Answer

  Date: 07/06/2022

  [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:06/30/2022

  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 the premium product a month ago. I tried to use the training materials, but all of them were directed to businesses. I tried to call the company for help to get started, but there is no phone number to call anyone. When I went to the website I found a phone number ending in ****; they told me they are not Last Pass ( they are a third-party identity theft company) and they could not help me yet on three different screens on the Internet that is the only phone number available to me as a customer. I went into **********************, I tried to generate a secure password for my bank which is Chase (probably one of the largest banks in the world) and yet it didnt work. I finally filled out a form in order to get someone to call me back, because this company does not have a customer service number and nobody can reach them. They take your money and then they leave you hanging without any assistance to work the site properly. I finally got a callback from a woman and I spent over an hour on the phone with this person and after multiple attempts to get the password to work for my bank, Chase, she finally said that there are some banks that dont allow our services. So consequently I paid the premium price their premium package, and now I cant use it for my bank, which is my major and foremost account for which I would like a secure password. This company is a fraud. This company cannot do what they say they can do. They owe me my money back. And I want my money back. They are a scam. And they need to be stopped. THEY LIE. THEY ARE LIARS. THIS IS A SCAM.

  

  Business Response

  Date: 07/05/2022

  I'm sorry to hear that you've had a frustrating experience trying to get assistance from our LastPass support team.  All paid customers are able to contact support from our help site, support.lastpass.com, where we give customers an opportunity to self-help and/or contact us for assistance (our callback service that you used).  I will have someone reach back out to you today for additional assistance with your current issue.

   

  If there is anything further that you need, please visit support.lastpass.com to open a case with our support team.

   

  Regards,

   

  LastPass Support 

  Customer Answer

  Date: 07/05/2022

  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:06/30/2022

  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.

  Never Provided the Service. Says they could not find my payment after mujltiple time of me sending proof. They delayed my ability to get started providing housing to vulnerable unhoused people during one of the HOTTEST times of they year. They delayed my business opening since 6.9.22. They kept the number in trial status, even though i paid the 1st day, because of them i was unable to use my Business phone number. Now i know (to back me up) they have 66 NEGATIVE RATINGS, 107 NEGATIVE SCAM REPORTS, on TrustPilot, Yelp etc. They use at least two names: Grasshopper and go to phones. SCAMMERS, wasted precious time. I also feel i should receive more due to missed opportunities. They act like playing with peoples lives/businesses is amusement. From the other reviews it seems like they feel "UNTOUCHABLE".

  

  Business Response

  Date: 07/05/2022

  Dear ******************.
  My name is ********, and I am reaching out on behalf of Grasshopper Customer Support. I apologize that you have had issues setting up your account. I can assure you that our team has not tried to take advantage of you. Grasshopper is the name of our product and GoTo is the name of our company I do apologize if that caused confusion. After investigating your claim, I found that you had a trial account using the email *************************** however after that trial expired, instead on converting that account to a paid account,it appears you signed up for and paid for an account using the email ********************* It is that second account that is currently active and ready to be used. We have moved the phone number you used on your trial to that paid account so you can continue to use it.
  I have sent this information to you in an email as well from our Customer Support team. If you still wish to proceed with a cancellation and refund of that second account, we will gladly oblige. Please simply reply to that email if you would like to go that route or if you need any assistance configuring your account.
  
  Sincerely,
  *****************************
  Manager, Grasshopper Customer Support

• Initial Complaint

  Date:06/10/2022

  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.

  My May 2022 invoice included ************* Sales Tax for the first time in over a decade of being a customer. I have repeatedly asked for someone to address this beyond Level 1 billing support. Their only response is to provide an exemption certificate. Typically cloud based services with no tangible product are not subject to sales tax in ******* much like my LastPass account which no sales tax is collected. My requests for escalation have gone unanswered.

  

  Business Response

  Date: 06/13/2022

  Hello Nick,

   

  My name is ************************* and I'm reaching out on behalf of the ************* Team here at ********************** (formerly LogMeIn).  My apologies for the trouble that you've been having with getting this resolved, as well as any inconvenience that the issue has caused in the first place.  Our team has still been looking into the matter.  As of now, the tax for your most recent payment has been refunded.  Our team will continue to investigate, so we can prevent this from happening on any future renewals. 

   

  If you have any questions, please feel free to reach out to us and we'll be happy to look into it further.

   

  Thank you,

• Initial Complaint

  Date:05/23/2022

  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 have had a subscription with LogmeIn (now GoTo) and attempted to cancel my account. There is no online mechanism for doing so, you are required to call their toll free number. I did that. After answering a series of pointless questions and being told I needed to have a reason to cancel my account, the customer service rep said she had done so but I have yet to receive any written confirmation of cancellation. This company is clearly engaged in high pressure unethical business practices. I just want out.

  

  Business Response

  Date: 05/24/2022

  Thank you for reaching out to us to share your concern. While it's never easy to hear when our customer's are unhappy with us, we value the opportunity to make things right. 

  Earlier this afternoon, you should have received a confirmation email stating that your subscription was canceled. Additioally, we are in the process of making online cancelations available for all our customers on every GoTo product. 

  Again, our apologies, and thank you for choosing GoTo (formerly LogMeIn). 

   

   

   

   

  Customer Answer

  Date: 05/25/2022

  [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:05/18/2022

  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.

  Someone on my team subscribed to a trial at grasshopper. I remember within the same week of the trial we found the service problematic and we cancelled almost immediately. This past week I noticed that I have been charged annually 3 times for a service I may have used a handful of times the week of its trial. I am requesting a full refund for no services used after the initial trial period. I received 1 of the 3 charges refunded. Please refund me for the other 2 charges. each individual charge is approximately $400.00. That is saying that this company charged me over $1200.00 for no used services. I'm not asking for a miracle here, let's do what is right.

  

  Business Response

  Date: 05/20/2022

  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 a full refund for the charges you incurred. 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

  Customer Answer

  Date: 05/27/2022

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