Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding my elderly father who was attempting to get an **** on January 13th. He thought this website was ****. It is not ****, but a third party profiting off the elderly. He gave his credit card number online because it told him he would need to pay a service fee of $140 to use the service and then was told on the phone that they would schedule him a ride. He later found out that they do not service the City he lives in.They refuse to refund him even though they do not service his city and they were not able to provide him with a ride.

  

  Business response

  02/04/2025

  Dear customer,
  Thank you for bringing this to our attention. We understand your concern regarding your fathers experience and appreciate the opportunity to provide clarification.
  GoGoGrandparent is a service that connects customers with third-party transportation providers like **** and ****, as well as other helpful services. We are not ***** and we make this distinction clear on our website and during our registration process. We sincerely apologize if there was any confusion regarding our services.
  Regarding the membership fee, our records indicate that the $140 payment was made during the online registration process. During this process, customers must complete multiple steps to confirm their plan selection. Unfortunately, we were unable to provide service in your fathers location as it is outside the areas we currently serve. As such, we processed a refund in accordance with our refund policy on January 15, 2025. Please note that refunds typically take ******************************* the customers account, depending on the bank's processing times.
  We deeply regret any inconvenience this situation may have caused and encourage you or your father to contact us directly at ************** if there are any further concerns or questions about the refund.
  Thank you for giving us the opportunity to address this matter.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/01/2025 GoGo Grandparent provided a ride for *******, an 88 year-old senior with cognitive decline who has legally lost his driving privileges. Despite recognition of the risk of transporting passengers with cognitive decline as evidenced by profile configurations (e.g. uses ******, uses cane) including memory issues which we stipulated, GoGo Grandparent sent a driver who spoke no English, putting the passenger in a state of elevated anxiety. I (with POA for *******), on-hand to assure this first trip went well, had to use a translation app on my phone with the driver just to assure ******* would wind up in the right place. Hoping to salvage ******** confidence to use such an independent service I promised to drive to the destination (brief ********* trip) and have him try to use the service to return home, but he was too disoriented and I drove him home. Today, having discovered by looking at online transactions that Monthly on the website actually meant a year in advance, I called to cancel and obtain a refund and was denied with the representative having the audacity to state that the service delivered ******* successfully to his destination. (Only after 5 minutes of iPhone translator back-and-forth with the driver.) I insist on the $245.88 being refunded in full and will file suit in small claims court if necessary for $250 in damages losing a day of my time over this travesty. In addition my wife, an ER physician, considers this service a danger insofar as it can strand seniors in unknown situations generating missing-persons events.

  

  Business response

  02/04/2025

  Dear customer,
  
  Thank you for sharing your feedback. We sincerely regret that your experience has led to concerns about safety and service quality. Your feedback is invaluable, and we want to address the issues you raised.
  
  At GoGoGrandparent, we aim to provide a convenient connection to third-party ride services like **** and Lyft. We are transparent about this partnership and the nature of our service. While we can forward important details, such as mobility aids or cognitive conditions, to drivers via the system, we want to clarify that these are provided as notes for drivers and are not guarantees of specialized care. Drivers are not employees of GoGoGrandparent, and we rely on the third-party services to fulfill the rides.
  
  We recognize the importance of language compatibility, particularly for passengers with additional needs. While we are unable to filter drivers by language, our team is available 24/7 to assist passengers or drivers with any challenges that may arise during a ride. If ever there is an issue, we encourage customers to call us immediately so we can provide assistance in real-time.
  
  When signing up for our service via our online platform, customers are required to complete a double confirmation process to ensure they intentionally select an annual plan. This measure is in place to prevent any unintentional enrollment. Based on our records, the annual plan was selected during your registration process, and we apologize if this was not fully clear at the time.
  
  Regarding refunds, we operate on a clear no-refund policy, which is disclosed during the registration process and on our website. However, we are always happy to discuss individual cases and explore options that might address any specific concerns.
  
  As per your request, your account is now closed, but since you have paid for an annual membership, you retain access to all of our services until 2026. This includes the option to use our live fitness classes via Zoom, which are held every Wednesday and Friday and tailored to seniors. We encourage you to take advantage of these and other services during the membership period.
  
  Your concerns about safety are deeply understood, and we will use your feedback to further evaluate how we can enhance communication and set expectations for the services we provide.
  
  Please feel free to reach out to us directly at ************** if theres anything we can do to assist further or clarify.
  
  Best regards,
  The GoGoGrandparent Team

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February third, the advertising is very misleading. Suggest at reduced rates more effective ordering in scheduling a rides After being on, hold for 45 ********** request in ride is more Then the ride share service Is it with my first time using the after subscribing? I ask for cancelation and a refund. I got a cancelation. Theyused the word grandparent....implying a senior discount offering none...the scheduler didn't ask if I have mobility issuse like the web site promotes as a benefit and never booking a ride and asking a refundi was told no....and gogo is to screen drivers there not just booking from **** and lift website....all misleading to piggy back off of **** and lift I'm sure many people like myself....if you can sign up for the service online you can also use the same service providers website...I was the 1st ****** in queue when I called and waited 45 to 55 min for an operator. This is misleading and the fact they use the word grandparent targeting the older and sometimes most technically challenged peoples

  

  Business response

  02/03/2025

  Dear customer,
  Thank you for taking the time to share your experience. We deeply regret that our service did not meet your expectations, and we understand how important it is for our customers to feel confident and well-supported.
  We want to address your concerns and clarify some aspects of our service. It seems you registered for GoGoGrandparent online, where all details regarding our membership fees, the services we offer, and our partnerships with **** and **** are clearly outlined. While we make every effort to be transparent, we regret if this information did not meet your expectations or if there was any confusion about what we provide.
  GoGoGrandparent is designed to assist customers who prefer not to use rideshare apps directly. We offer services such as 24/7 live operators, ride monitoring, and additional support to ensure the safety and convenience of our members, especially for those with mobility issues or other needs. However, our service does not offer senior discounts or exclusive pricing on rideshare trips, and we apologize if this was mistakenly assumed.
  Regarding your wait time, we sincerely apologize if your experience with our phone support was less than satisfactory. While we strive to minimize wait times, we recognize how frustrating a delay like this can be, especially for first-time users.
  We also appreciate your feedback on the use of the term grandparent in our branding. Our name reflects our commitment to providing services that many older adults and their families find beneficial, but we understand how this might lead to certain assumptions about discounts or benefits.
  As for your refund request, our membership fees are non-refundable, as noted in our policy. However, if youd like us to explore any alternative solutions to address your concerns, we encourage you to contact us directly at **************, and wed be happy to assist further.
  We value your feedback and will use it to improve how we communicate our services to potential customers. Thank you again for sharing your thoughts with us, and we wish you the best in finding a service that meets your needs.
  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I realized that paying twenty-nine cents a minute for transportation would be too expensive, I cancelled my registration and membership. I spoke to several people both online and on the phone, but the supervisor declined to issue a full refund. Instead, he wanted me to agree to receiving $20 and do a $9.99/month membership. When I refused the membership, he declined again to issue a full refund. This company is bogus, and the membership fee is too expensive. I do better by just taking Lyft myself and not paying a membership fee since I don't take it that often. I just want my money back because those funds are needed for transportation to doctor's appointments next week.

  

  Business response

  02/03/2025

  Dear customer,
  Thank you for taking the time to share your concerns with us. We truly regret that your experience with GoGoGrandparent has not met your expectations. Ensuring our customers feel supported and confident in our service is extremely important to us, and were sorry to hear this was not the case for you.
  We understand that the membership fee and our concierge service might not align with everyone's transportation needs, especially for customers who only require occasional rides. As part of our commitment to transparency, we make every effort to inform customers about our pricing and refund policy during registration and on our website. Our membership fee covers access to our 24/7 live operators, ride monitoring, and additional services tailored to assist customers who prefer not to use rideshare apps independently.
  Regarding your request for a full refund, we maintain a no-refund policy for membership fees, which is standard across our services. However, we offered a $20 credit and a reduced monthly membership option as a courtesy to accommodate your situation. Were sorry to hear that these options were not suitable for you, and we understand your frustration.
  Your feedback is invaluable to us, and well be sharing it with our team to see how we can improve clarity during the registration process. Should your transportation needs change or if you would like further assistance with your account, please dont hesitate to reach out to us at **************.
  We truly wish you the best and hope you find a transportation option that meets your needs.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  02/03/2025

   
  Complaint: 22887862
  
  I am rejecting this response because:

  I'm poor and indigent and have limited earning potential as well as limited funds to use for transportation to and from destinations in the city.  My meager funds can't be paid to an agency or entity and not used accordingly.  No goods or services were obtained in paying the $29.99 fee, and the non-refund policy needs to be changed to better suit the needs of the general public who decide they no longer need the services.  I decided this less than an hour after paying for the membership fee, and the cost didn't even get paid entirely since it's currently still pending in my checking account.  I need those funds returned to me as soon as possible, and I definitely reject the business response.  Please proceed with demanding the refund, or I'll have to seek legal services for further assistance.  I know California has laws geared to protect the disadvantaged and those with disabilities.  If I have to seek a lawsuit in a California court of law, it wouldn't be the first time, as I sued Thred-Up years ago and received a satisfactory outcome.  More will be accessed to the $29.99 if a lawyer has to be paid and court costs are incurred.  It just makes sense to give me my money back and not have me go to extreme measures to get it back!

  
  Sincerely,
  
  ****** ******

  

  Business response

  02/05/2025

  Dear customer,
  Thank you for following up on this matter and providing additional details regarding your situation. We sincerely apologize for any frustration or inconvenience youve experienced.
  While our policy states that membership fees are non-refundable, we understand that individual circumstances can vary. As a gesture of goodwill and to address your concerns, we have escalated this matter, and management has approved a full refund of the $29.99 membership fee as a courtesy. This refund has been processed, and you should see the funds returned to your account within 510 business days, depending on your bank's processing times.
  We genuinely appreciate the opportunity to resolve this matter and thank you for bringing it to our attention. If you have any further questions or concerns, please dont hesitate to reach out to us directly at **************.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Their email system is automatically set to email both the client and caregiver. I'm a caregiver. When I click on unsubscribe I can only unsubscribe my father - the client; not myself. This is because they're sending the email to both of us. I believe under CAN-SPAM laws 1) each recipient should receive a unique email and 2) each email should have a unique opt-out link.

  

  Business response

  01/31/2025

  Dear customerr,
  Thank you for bringing this matter to our attention. We apologize for the frustration caused by the email system and any inconvenience it created for you as a caregiver.
  Weve reviewed your concerns and involved our engineering team to address the issue. We are happy to confirm that we have successfully removed your email from our communication system, ensuring that you will no longer receive emails intended for the client.
  We appreciate your feedback about the unsubscribe process and CAN-SPAM compliance. While our system is designed to notify both clients and caregivers to keep everyone informed, we understand the importance of having an efficient and straightforward opt-out process for each recipient. Your input has been invaluable in helping us improve, and were working on refining our system to better meet these standards.
  If you have any further questions or concerns, or if theres anything else we can assist you with, please dont hesitate to reach out.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Called GoGoGrandparent From The Internet, For A Transportation Ride. The Site Promised Quick And Cheaper Services For Seniors And The Elderly. They Then Tried To Charge 7.00 More So I Stated I Didnt Want To Use Their Transporation Because It Was Too High, And Used The One 7.00 Less. When I Got Home I Called Them To Find They Had Stored My Info. I Asked Them To Delete My Information. They Said, We Cannot Without Your Charge Card. I Said, Im Not Giving You A Charge Card, Because I Will Never Use Your Service, Because The Discrepancy In Price Was Too High, While You Promised Better. They Said We Can Remove Your Record If Its Not Complete, And It Cannot Be Complete Without A Charge Card. Could You Help See That They Remove This Record Of Me, Accessed By My Phone. They Said Yesterday We Did, ITs Deactivated. I Said I Dont Want It Deactivated I Want My Personal Info Out Of Your System. At No Time Did I Agree To Their Storing My Info, And They Have States They Haw A Link To ***** (Where I Have An Account). I Want Nothing Interfering In My Life By GoGoGrandparent, Now, ****************

  

  Business response

  01/22/2025

  Dear Customer,
  Thank you for sharing your concerns with us. We understand your frustration and sincerely apologize for any misunderstanding regarding your account and personal information.
  To clarify, your account has been closed, and we can confirm that no credit card information is stored in our system. You will not receive any messages, emails, or calls from us moving forward. While we are unable to delete account records entirely due to our system's design, please rest assured that your personal information is deactivated and will not be used in any way.
  We appreciate your feedback, as it helps us improve. If there is anything further we can assist you with or clarify, please dont hesitate to reach out to us directly at **************.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  01/23/2025

   
  Complaint: 22838098
  
  I am rejecting this response because:
  I At No Time Did I ****************** Permission To Hold Onto My Personal Information.  I Called For A Transportation Ride, And They Obtained My Address For That Reason, And Was Not Able To Make Good On Their Good Price Promise.  It Is Offensive To Steal Personal Info Under False Pretenses.  
  

  Its Not About My Charge Card, I Didnt Give This To Them, But It Shows A Company Problem When They Demand Your Credit Card, To Complete Your Record, In Order To Delete Your Record

  In Addition, The Company Has Said 2x That Only Engineering Can Delete My Record And Theyre Sending A Request There

  The System Wont Let Us Delete Your Record Is A Poor  Company Response. 
  
  **** ******

  

  Business response

  01/23/2025

  Dear Ms. **************** you for your continued feedback regarding your experience with GoGoGrandparent. We sincerely apologize for any frustration this situation may have caused, and we appreciate the opportunity to clarify our policies.
  We want to assure you that we take your privacy and data security very seriously. While we are able to deactivate accounts and ensure that you no longer receive any communication (including emails, texts, or calls) from us, certain minimal account details remain in our system for compliance, operational, and security purposes. This approach aligns with standard industry practices and regulatory requirements. For example:
  1. Legal and Operational Requirements: Certain customer records must be retained for a period of time to comply with audit, fraud prevention, and data integrity standards. This ensures that duplicate accounts are not inadvertently created and that records can be referenced in the unlikely event of a future dispute or security concern.
  2. Credit Card Information: We confirm that your account does not contain any credit card information. Any such details, if provided, would have been removed as per your request. You can rest assured that you will not be charged or contacted.
  3. System Constraints: While we are unable to completely erase all records, we have ensured your account is inactive and will not be used for any marketing or operational purposes going forward.
  If you believe there was an error or that another account under a different name or number may exist, we encourage you to call us at ************** so we can investigate further. Our goal is to ensure your concerns are fully addressed.
  We deeply regret any inconvenience you have experienced and thank you for bringing this matter to our attention. Should you have any further questions, please dont hesitate to reach out.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  01/23/2025

   
  Complaint: 22838098
  
  I am rejecting this response because ****************************** Which I Have Requested Multiple Times.  I Absolutely Will ***** Use This Company
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan 5 my mom ******* ****** ***** *********, Macomb twp, Mi. Did use gogograndparent to go to hairdresser. She was charged going and coming back home. then she got another 3rd charge- she called gogograndparent and they did refund the $10+. then the next day I saw another charge of $16.99 on her bank card. She didn't use this service other than the 1 day (2 rides). Don't think they should be charging for rides that didn't happen. I'm her daughter and caregiver at this time and keep track of all her spending. She is still waiting for this 4th charge to be refunded to her account.

  

  Business response

  01/13/2025

  Dear customer,

  Thank you for reaching out to share your concerns about your mothers recent experience with GoGoGrandparent. We completely understand how important it is for you to feel confident in the services we provide, and we truly appreciate the opportunity to address this with you.

  Were happy to confirm that the $10.12 refund for the additional charge has already been processed. Refunds typically take 5-10 business days to process, this depends on your bank. If you need confirmation, you can contact your bank and they will be able to confirm the refund was processed from our end.

  Regarding the $16.99 charge on January 6, 2025, this reflects the monthly membership fee, which began after your mothers free 3-day trial ended. This membership provides access to our services for the entire month, including scheduling rides, grocery delivery, prescription pickups, home services, and even live fitness classes via Zoom tailored specifically for seniors. We hope this helps clarify that this charge isnt for a specific ride but for continued access to all the services we provide.

  We also noticed that your mothers account currently doesnt have any loved ones listed. For security reasons, only the account holder can access or make changes to their account. Wed love to help with this, and we recommend that your mother give us a call to add you to her account as a loved one. This way, youll have full access to assist her with managing her account, overseeing charges, and handling ride bookings. If its more convenient, you can also call us together, and we can take care of this during that call.

  Additionally, if youd like to speak with a supervisor to go over the account in more detail, were more than happy to arrange that. Since we dont currently have you on her account, please let your mother know she can request this on your behalf when she calls. Well make sure a supervisor reaches out to assist.

  Were committed to supporting your mothers independence and well-being while providing peace of mind for you as her caregiver. Please dont hesitate to call us at ************** so we can resolve this and ensure your family feels confident and supported moving forward.

  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against the GoGograndparents *********************** For ****************** People refused to refund money back into my account after I canceled their membership application, upon finding out that the $16 membership fee did not include rides to & from my medical appointment [as I had been led to believe]. I asked several times before applying if the membership fee took care of the ride or would I have to pay another $16 for the ride and I was told that the membership fee would cover me for a whole month [to and from my appointments]. And They took the money from my account (prematurely) while still giving me details about their service, and after finding out that the membership fee and the ride were separate transactions, I canceled the membership application immediately (the same day while still on the phone with them) and explained to them that I could not afford those kinds of charges. And after being told the fee was non-refundable, I figured this was a scam, and I asked to speak to their supervisor. and I was transferred to someone that introduced themselves as supervisor ****. I explained to her that I was led to believe that the membership fee covered the ride also [during the application process] and that I would not have given my credit card had I known there was another charge beside the membership fee because I cant afford that, and I wanted to cancel the membership application. [at that point I was told, by her also, that my money was non-refundable]. I explained to her that it had been less than an hour between the membership application process and my cancellation request, and my understanding is (under these circumstances) my money should be refunded. And I was told again that my money was non-refundable but she would send it to the higher up manager for investigation, which still wouldnt guarantee the fee would be refunded]. So I am reaching out to you to request your investigation of this matter

  

  Business response

  01/10/2025

  Dear customer,
  
  Thank you for reaching out and sharing your concerns. We deeply apologize for any confusion or frustration you experienced during your interaction with GoGoGrandparent. We value the opportunity to address your feedback and clarify the details surrounding your membership and our services.
  
  Upon reviewing the registration calls and your account, heres what we found:
  - Membership Fee and Service Details: During your first call with our operator, the membership fee of $16.99 was discussed. However, we understand there may have been a misunderstanding regarding what the membership fee covers. The membership provides access to our concierge services, which include ride scheduling, grocery delivery, prescription pickup, and more, without requiring a smartphone. However, as explained, the cost of individual rides is separate from the membership fee, and ride estimates were provided during your calls.
  - Clarification of Membership Terms: Our records indicate that during your second call, the operator confirmed the membership fee was processed and provided details about how it allows access to our service but does not include the cost of rides. We regret if this was not sufficiently clear during the initial call and appreciate your feedback on improving how we communicate this information.
  - Membership Refund Policy: As mentioned during your conversation with our supervisor, our membership fees are non-refundable, as outlined in our policy. However, our supervisor offered to escalate your request to upper management for review. Additionally, to assist with your upcoming rides, two complimentary rides (up to 5 miles each) were offered to help alleviate the costs associated with your medical appointments.
  - Resolution: Your account has since been deactivated as per your request, and no further charges will be applied. However, if you wish to reactivate your account and use the complimentary free rides offered (up to 5 miles each), we would be happy to assist you. You can call us at ************** and ask to speak with a supervisor, who will ensure your account is reactivated and guide you through using these complimentary rides. Please remember to call us back to deactivate your account once you no longer wish to use the service to avoid future charges.
  
  We truly apologize for any frustration or misunderstanding and appreciate your feedback. If you would like to discuss this matter further or need additional assistance, please dont hesitate to contact us. We value the trust of every customer and hope to have the opportunity to better serve you in the future.
  
  Warm regards,
  The GoGoGrandparent Team
  

  Customer response

  01/13/2025

   
  Complaint: 22786724
  
  I am rejecting this response because: I do not think it is right that I should have to pay for a membership I do not have, have not used, & cannot afford to use. I was searching for something to help cut the costs of a ride to medical appointments (not to double the cost). Not refunding money back to a person under these circumstances (especially when cancellation occurred less than one hour after applying) is completely unfair to those that can't afford your services.  And to my recollection, it was not made clear that the rides and the membership was two different transactions until after they'd taken the money from my account. Furthermore, it does not seem logical to reopen this membership account if your offer for the rides is free. I would truly prefer my money be refunded (back into my account) to avoid any appearance of this membership account having any standing toward my use of it. 

  
  Sincerely,
  
  ***** *****

  

  Business response

  01/14/2025

  Dear Customer,
  
  Thank you for your follow-up response. We understand your frustration, and we truly regret that our previous explanation did not fully address your concerns. Your feedback is valuable to us, and we are sorry for any confusion or inconvenience caused.
  
  While we are unable to process a refund for the membership fee due to our policies, we would like to extend an invitation for you to take full advantage of the two complimentary rides (up to 5 miles each) that were offered. These rides can be used for your medical appointments or any other need, and we hope this will provide some value for the membership fee already paid.
  
  To use these complimentary rides, you can call us at ************** and ask to speak with a supervisor. They will assist you in reactivating your account temporarily and scheduling your rides. Once youve used the complimentary rides, please ensure you call us back to deactivate your account to avoid any further charges for membership renewal.
  
  Additionally, we encourage you to contact the office for aging in your county to inquire whether they are partnered with us. Many local organizations are able to provide ride assistance through partnerships, and they may be able to help with your transportation needs moving forward.
  
  We hope this solution helps address your concerns and provides some value for your membership fee. If you have any questions or need further assistance, please dont hesitate to contact us. We value your trust and appreciate the opportunity to support you.
  
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  01/14/2025

   
  Complaint: 22786724
  
  I am rejecting this response because: Again, in order to avoid any appearance of this membership account having /or gaining any standing toward my use of it, I respectfully decline your offer (based on reopening the membership account). And as I stated previously, also, it does not seem logical to reopen this account if your offer for the rides is free. What is the purpose?  Please, see previous notes regarding your same / or similar comments (here) in your second response. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** ****** GoGo Grandparent membership was cancelled via email on 11/01/24. GoGo replied via email on 11/02/24 confirming they received our request to cancel and instructed that we needed to fill out a survey noting that our account cancellation will only be processed upon the submission of this form. Once received, well promptly deactivate your account within 24 hours. I dont believe anyone should be REQUIRED to fill out a survey in order to cancel, but we filled out the survey anyway.GoGo removed money from **** ****** Bank of America account on 11/05/24 in the amount of $29.99. I sent at least 6 emails informing them we had cancelled **** ****** membership and that they need to provide an immediate credit. There were ZERO replies to my communication and they withdrew an additional $29.99 on 12/05/2024. I called ********************* on 12/18/24 and the matter was not handled professionally or ethically: 1. I was told that we can only cancel via a phone call. Clearly not true as they replied via an email confirming receipt of our need to cancel.2. I was escalated to a supervisor who told me that she would need to forward the dispute to management who would approve or deny our credit. 3. She was issued ONE credit of $29.99 on 12/20/24. We are due TWO credits of $29.99 for removing funds from ************************************* account in November and December AFTER we cancelled membership, which they acknowledged in their email on 11/02/24. 4. I was told that GoGo called **** ****** (after we cancelled) and that she accepted a trial of GoGo Grandparent but that her trial had run out. She would not have knowingly agreed to that. Unethical business practice! 5. Their business model requires non-tech savvy elders, and yet they are REQUIRING them to complete an online surgery before they will cancel their membership? Is that legal? They are preying on the elderly. We expect $29.99 credit for the other outstanding month they fraudulently withdrew.

  

  Business response

  01/01/2025

  Dear customer,
  Thank you for taking the time to share your concerns with us. We sincerely apologize for any confusion or frustration youve experienced throughout this process, and we appreciate the opportunity to clarify and address these concerns directly.
  When **** ****** initially requested to cancel her membership via email on November 1, 2024, our team responded the following day with instructions to complete a brief cancellation survey. While this survey is part of our process to gather feedback and improve our services, we understand your perspective and acknowledge that this may have felt like an unnecessary step.
  On November 6, 2024, **** spoke with one of our supervisors, who extended an offer of two promotional rides valid for trips up to five miles each, with an expiration date of November 6, 2025. This offer resulted in her account remaining active.
  We realize there was a misunderstanding regarding her account status, and for that, we truly apologize. To address this fully:
  - Her account has now been officially closed, and no further charges will be made.
  - A refund for the most recent membership fee was processed on December 18, 2024. Depending on the bank, it typically takes ******************************* the account.
  - As an additional courtesy, we have also processed a refund for the membership fee charged on November 4, 2024. This refund was issued today and should appear in the account within the same 510 business day timeframe.
  Please know it was never our intention to cause any frustration or inconvenience, and we deeply value **** ****** as a customer. We strive to make every experience with GoGo Grandparent seamless and transparent, and we regret that this situation fell short of those standards.
  If you have any further questions or concerns, we welcome you to reach out to us directly at ************** and request to speak with a supervisor. Were here to help in any way we can.
  Thank you again for your patience and understanding as we worked to resolve this matter.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  01/02/2025

   
  Complaint: 22732760
  
  I am rejecting this response because:

  While she will accept her $29.99 credit as it was rightfully owed to her, we still believe their practices are targeted towards defrauding elderly people. 

  1. Their business model is to accommodate elders who are not tech savvy enough to utilize **** or Lyft. How on earth are they to do an online survey? If they can figure out how to do an online survey, they can certainly use an **** or Lyft App. 
  

  2. The tactic to call an elderly person after their membership has been canceled is devious. She most certainly would not have knowingly agreed to that service. She has moved back to ********** and no longer needs **** as she has multiple caregivers and family members who drive her everywhere she needs to. No means No. Many elderly might not have their hearing aids in (if they even have hearing aids) or many have dementia. Shameful. 
  

  3. While GoGo Grandparents response was cleverly worded, they are ignoring the fact that our SIX emails re-iterating that her account was closed and demanding both months credit went completely unanswered. 
  

  4. The original email should have been enough.  The six emails, unsatisfactory phone call and the fact that I had to reach out to Better Business Bureau is completely unacceptable. 

  
  Sincerely,
  
  **** ****** Care Coordinator 

  

  Business response

  01/06/2025

  Dear customer,

  Thank you for your continued patience as weve worked to address your concerns.

  Weve fully closed **** ******' account and issued refunds for both membership charges on November 4, 2024, and December 5, 2024. These refunds have been processed, and depending on the bank, they should already reflect or appear shortly in the account.

  We understand your concerns about our survey process and follow-up communication. While the survey helps us improve our services, we acknowledge it may not suit every customer, and well review how this is communicated in the future.

  Additionally, we regret if your emails felt unanswered and apologize for any frustration caused.

  At this point, no further action is required, and the matter has been fully resolved on our end. If you have any remaining questions, feel free to contact us at ************** and ask for a supervisor.

  Thank you again for your time and understanding.

  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  12/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ?I am filing a complaint regarding unauthorized charges and deceptive business practices that specifically target vulnerable seniors. On date, my 89-year-old mother, who is visually impaired, attempted to use GoGoGrandparents service to purchase water. The result was an exorbitant $250 charge.Specific Issues:When contacted, the company claimed no record exists of an account in my brothers or mothers name Unauthorized and unexplained high-cost charges Lack of transparent billing practices Potential exploitation of senior citizens Desired Resolution:Full refund of the $250 charge Explanation of how this charge was generated Confirmation of account status Assurance of improved practices to protect senior customers I request the ********************* assistance in investigating these unethical business practices and helping resolve this unjust situation.

  

  Business response

  12/26/2024

  Dear customer,
  Thank you for bringing your concerns to our attention. We genuinely want to assist in clarifying and resolving this matter as quickly as possible.
  Unfortunately, we were unable to locate an account in our system using the information provided in your complaint. To better assist you, we kindly ask that you or your mother contact us directly at ************** and request to speak with a supervisor. This will allow us to thoroughly review any account details, investigate what may have occurred during registration, and provide clarity on the charges in question.
  We are committed to ensuring transparency and delivering excellent service, and we look forward to resolving this matter with you.
  Warm regards,
  The GoGoGrandparent Team
  

  Customer response

  12/26/2024

   
  Complaint: 22718462
  
  I am rejecting this response because: I called them and they said they have no record of the account.  The account was set up by my brother, **** ****** for my mother, ****** ******.  It is my belief they eliminated the account to cover up their elder abuse.
  
  Sincerely,
  
  **** ******

  

  Business response

  01/06/2025

  Dear customer,

  Thank you for taking the time to share your concerns with us. We understand how important clarity and transparency are, especially when it comes to services for your mother. After a thorough review of the account, including listening to both the original registration call with ****** ******** and the subsequent call with **** ******, we want to provide a detailed response to address your concerns.

  Firstly, the account in question is registered under ****** ********, not ****** ******. This discrepancy is likely why our team initially struggled to locate the account during your initial inquiry. However, we want to assure you that we never delete or erase customer records from our system. While we can remove payment information and deactivate an account, all account activity, history, and details remain securely stored for transparency and reference purposes.

  In reviewing the registration and membership activation process:
  - ****** ******** originally registered her account via phone with one of our agents.
  - During a follow-up call, **** ****** specifically requested the Value Annual Membership plan at $245.88.
  - The representative confirmed the cost, and **** explicitly agreed to proceed with this plan.

  Per our FAQ policy, annual plan members are eligible for a 90% refund of their annual membership fee if requested within 3 business days of signup, provided no services have been used.
  In this case:
  - ****** used the service shortly after registration, making the membership ineligible for a refund under our policy.

  The account remains active until November 2025, as the membership was prepaid for the full year. If you wish, we can deactivate the account immediately, but ****** will still have the option to reactivate and utilize her membership benefits until the end of the paid term.
  

  Wed like to remind you of the valuable services included in Angelas membership:
  - Rides for transportation to medical appointments, errands, or social visits.
  - Grocery delivery from local stores.
  - Meal delivery tailored to dietary needs.
  - Prescription pickup and delivery for convenience.
  - **** services for essential maintenance and care.
  - Live fitness classes via Zoom, designed specifically for seniors to stay active and connected.

  To further address any prior inconveniences, wed like to remind you that:
  - A $30 credit has been applied to the account by one of our supervisors.
  - Two complimentary rides (up to 5 miles each) have also been added as a goodwill gesture. These rides are valid until January 1, 2026 and can be used at your convenience.
  - The $30 credit can be applied across any of our available services.

  We genuinely value ****** as a customer and would love the opportunity to continue serving her. GoGoGrandparent was designed to simplify and enhance the lives of seniors, and were confident ****** can still benefit greatly from the services included in her membership.

  If theres anything further we can clarify, or if youd like us to proceed with account deactivation, please dont hesitate to contact us at ************** and ask to speak with a supervisor directly. 

  Thank you for your time and patience as we worked to address your concerns. We hope to continue being a trusted service for ****** and your family.

  Warm regards,
  The GoGoGrandparent Team

*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. ↩