Forum Discussion

Clayton2024's avatar
Clayton2024
New Member
18 days ago

Feedback on Cancellation

We found we were not using our Grasshopper account (no one is calling us), and canceled it, but canceled one day after our annual renewal.

(Removed by Moderator) and other customer service had zero customer service skills and just said 'sorry it's our policy to keep all of your money for a full year's service for nothing'.

They wouldn't refund it, wouldn't discount it, wouldn't escalate it.   They refused in any way to even acknowledge how this would make us upset.

Is everyone having this level of terrible customer service for Grasshopper/GoTo?

We obviously can't recommend them or work with them ever again if this is their approach to past/current/future customers.

  • bettyC's avatar
    bettyC
    New Member
    14 days ago

    Clayton, I’m in the same situation. Customer service has been incredibly unhelpful, repeating the same script without any genuine willingness to assist. I’m well within the 30-day window since subscribing, but the company we intended to use this service for has been dissolved. Despite this, they refused to refund the total $342 we paid for the annual subscription. Even after thoroughly reviewing the terms and conditions, I found nothing stating that refunds won’t be issued for cancellations within the first 30 days. If their policy indeed excludes refunds in this period, it should be explicitly mentioned in Section 3.3 or in a dedicated refund policy section

    • GlennD's avatar
      GlennD
      GoTo Manager
      12 days ago

      Hi bettyC, do you have a support ticket number we can reference? 

  • KateG's avatar
    KateG
    GoTo Moderator
    17 days ago

    Hi Clayton2024

    I'm sorry to hear this. I understand this is a frustrating experience, and see that you case was escalated today and suggest you follow up there. I will share your feedback with the team.