ComplaintsforGoGoGrandparent

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am 74 and legally blind. I have no means to go to appointments. I use gogo grandparent, which I thought was ***** It is **** and Lyft and others. I have been charged no show fees this year a number of times. I fight all but only got one back. I am accused of not being there. I dont know makes of cars, cant see license plates, and names do not tell me the *** of a driver. I go by the color of the vehicle. The drivers cancel because I cant see them, they never call my name, and I get charged. I thought Gogo was a cheaper way to use **** for old people. NOT. THEY CHARGE 35 BUCKS TO GO A MILE, OR THEY DRIVE THE LONGEST ROUTE. THERE IS AN EXTRA FEE FOR GOGO. I DO NOT HAVE ENOUGH MONEY TO CONTINUE THIS. THE CHARGES ARE SO HIGH. I AM ALONE AND NEED HELP. THEY ARE NO HELP TO ME. I WAIT OVER 1/2 HOUR AT TIMES BECAUSE A DRIVER CANCELS. THEN THE CHARGE GOES UP. I HAD THE HEAD OF A PROGRAM AT ********************** WITH ME WHEN I called ***** Since the building is new they could not find me. The Gogo people promised 2 times to explain to 2 different drivers where I was. I could not talk to any driver. He never found me and I got charged a no show fee. They will not give me the fee back. I told the man from the program that **** would charge me. They did. This is a rip off for old and disabled. Its called Elder Abuse. Next I will report them anywhere I can. I have had this happen for 3 years. Thank you.

  

  Business response

  11/01/2024

  Dear customer,
  Thank you for reaching out and sharing your experience. We sincerely apologize for the difficulties youve faced while using our service, and we understand how frustrating these issues must be.
  We have filed a request for a supervisor to contact you directly to review and resolve your concerns. If they are unable to reach you, they will leave a voicemail. Youre also welcome to call us and ask to speak with a supervisor at any time.
  To make your experience smoother, we want to remind you that we can save specific locations to your account to help drivers locate you more easily. I reviewed your account and saw that you have over 20 saved locations. It might be helpful to go over these addresses with a supervisor or one of our operators to ensure each one is accurate. Additionally, we can adjust the pin location on these saved addresses, which can help prevent drivers from missing the pickup spot.
  Weve gone ahead and made adjustments to a few of the saved locations on your account, but with so many, we feel it would be best for you to review them with someone on the phone to make sure they meet your needs.
  Again, we apologize for the challenges youve experienced, and we are here to help. Thank you for your patience, and we hope to improve your experience with us.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  11/02/2024

  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

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long time customer of **********************. my membership was Grand fathered in. I've spoken to 3 supervisors *****, ****** ******* a supervisor who was going to return a call by last Friday. Thursday, October 10th. I get home from work. with Clients all day There was a message from Go Go saying I had a cancellation fee they needed to talk to me about because I was not present for a ride. I wasn't present for a ride because I was at work all day and I didn't call them. I then get on the computer. I was. charged $40.36 on my platinum **************** card at 12:38 PM the ride had started. in a town that is miles away from *******, ** ********, **. That I have not been to in over 25 - 30 years. It was placed at a brand new ***********************************. Center, a 31 minute ride. The drop off location was in a town called ********, a town I have not been to in over 50 years, far away from *******, the drop off at Senior retirement complex. which I don't live at. Thursday at that very moment, 12:38 PM. I was working on a high end husband and wife client who will both sign an affidavit they said.. saying at 12:38 PM. They were in my chair. within minutes of each other, I was providing a Dervices to them. I was nowhere near my home office landline ************ . I live alone. There's no one that has access to that phone and no one knows who Go Go grandparent is. This is my private affair. I have been repeatedly told by supervisors and employees of *****. I made the call. It was IMPOSSIBLE. The last call I made to Go Go grandparent was to ******** ***** Medical. Center. downtown *******. back in June 2024.. So I suggested to them there was a tech problem. Something happened when someone over in ******** miles away picked up the phone and my AMEX got charge. ***** said one of the Cofounders who helped write thetech platform said, no, ***** made the call This has been over 10 days., not had any follow up from them .And I do not appreciate them and a ***Founder inferring Im a LIAR

  

  Business response

  10/23/2024

  Dear customer,

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience youve experienced.

  Upon receiving your complaint, we promptly filed a request for a supervisor to contact you. Our records indicate that a supervisor was able to reach you, and it appears that a resolution may have been reached during your conversation.

  If this is not the case or if there are any remaining concerns, please dont hesitate to call us at ************** and ask to speak with a supervisor directly. We are more than happy to review the situation again to ensure your concerns are fully addressed.

  We appreciate your patience and feedback, as it helps us improve our service.

  Warm regards,
  The GoGoGrandparent Team

  Customer response

  10/23/2024

   
  Complaint: 22448123
  
  I am rejecting this response because: I did in fact speak to ***** the supervisor and we did a three-way conference call with an Concierge at **************** and I told her to go ahead and cancel my dispute with the charge because GoGo grandparent had agreed it was their mistake...... ***** needed the confirmation number speaking to the **************** *** and then I forwarded him from my own account showing that the dispute had been closed at **************** ..............however I'm still waiting for the money to get credited back...... $40.63 from GoGo grandparent to my Platinum **************** card..... so until I see that this .....the dispute has not been settled on their behalf
  
  Sincerely,
  
  ***** *******

  

  Business response

  10/24/2024

  Dear customer,
  
  Thank you for your follow-up. We understand your concerns, and we appreciate your patience as we work through the process.
  
  When a dispute is filed, the payment provider (in this case, ****************) places a hold on the transaction amount while they investigate. Once you confirmed that you withdrew the dispute, it can still take up to 30 business days for the bank to notify our payment processor, ******, about the update. After Stripe receives this confirmation, we can process the refund on our end.
  
  Currently, our records show that we are waiting for final confirmation from ****** to confirm that the dispute is fully closed. Once this confirmation is received, well be able to process the refund to your **************** card.
  
  We understand this process can be frustrating, but it is necessary to ensure the transaction is properly closed before we issue the refund. Please rest assured that we are monitoring this closely and will move forward as soon as we can. 
  
  If you have any questions or need further assistance, please dont hesitate to reach out.
  
  Sincerely,  
  The GoGoGrandparent Team

  Customer response

  10/24/2024

   
  Complaint: 22448123
  
  I am rejecting this response because: Hi folks..so *****... I received your phone call when I got home from work. I appreciate that, however. tell your two owners I am a small potato grandfathered in person, and you're a big company. The. simple courtesy. Most business owners do when they've made the mistake and you made the mistake. You charged my platinum **************** card without my permission because of a phone number that was not mine. And you acknowledge that. the simple courtesy every company would do would automatically refund my money and wait for stripe and **************** to refund to you. I can't believe you're dragging this on. You're making me so upset with your company and your company's policies. This needs to be escalated to your owners. They need to know this. I own my own company. I would immediately, if I made a mistake, refund money to a client. And you're telling me I have to wait 30 days. That's really unacceptable from a big company to a small potato client of yours. Like I said, after all these years, you. made the mistake. I did nothing. I literally did nothing other than give you in good faith my **************** card for you to keep on file and you charged it without my permission. Very disappointed in your business platform. But I guess I got to wait 30 days for you to guys to take care of this So better business bureau. This dispute is not settled. I'm very upset with this company and very disappointed that they can't reach in their ***** cash and refund me $40.63. I will keep us open until I receive my money from them.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a 85-year old retiree who sometimes needs to hire a driver for a 10 mile round trip from my home to the nearest supermarket and back. On 8/30/24 I searched GoGoParent online for such a trip and failed to find the one that would have accommodated my needs. I cancelled possible choices that have been offered as unsatisfactory. Yet despite the fact that I never applied for their membership they charged $14.99 to my **** card. Furthermore, I found that they made me their member and are going to charge $14.99 every month on day 30. I found no way to cancel my involuntary "membership" electronically, since they provide no membership cancellation nor my "member" profile links. The only way to do it is to call them and cancel with the operator. When I called their number on 9/13/24 at about 9:00 PM EST and requested cancellation, I am not sure that I achieved my purpose, since the operator didn't ask to spell my name nor provide my email address or telephone. My conclusion is that in my case the company behaved dishonestly. I am convinced that my case is not unique and it is their style of imposing their membership fee on older folks who sometimes have no ability nor desire to write such elaborate complaints. Thus I may represent a determined 85-year old who is resolved to have a just resolution for such and aggressive mode of operation.

  

  Business response

  09/16/2024

  Dear Customer,
  
  Thank you for sharing your experience, and we sincerely apologize for any confusion and frustration youve encountered. We take your feedback seriously, and we want to ensure that you feel heard and understood.
  
  After reviewing our records, we see that your membership was created, and during the registration process online, the option for our monthly Basic Membership at $14.99 was selected. We understand that the registration process may not have been as clear as you'd hoped, and we deeply regret any misunderstanding that this may have caused.
  
  Please rest assured that your account has been successfully closed as of September 13, 2024, and no further charges will be processed. Unfortunately, as you are outside of the 30-day refund window, we are unable to provide a refund for the previous charges.
  
  We truly value our customers and want you to know that we are committed to improving our service. We are deeply sorry for any inconvenience you experienced and appreciate your feedback as it helps us to enhance our processes. 
  
  If you have any additional questions or concerns, please feel free to reach out to us directly at **************, and a supervisor will be happy to assist you further.
  
  Thank you for your time, and we wish you all the best moving forward.
  
  Warm regards,  
  The GoGoGrandparent Team

  Customer response

  09/16/2024

  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

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been receiving continuous charges without any phone. Mail or email from the company.

  

  Business response

  09/10/2024

  Dear customer,
  
  Thank you for bringing your concern to our attention. We sincerely apologize for any frustration this has caused you, and we truly understand how important it is to have clear and transparent communication.
  
  Our records indicate that you registered for our service through an operator on September 12, 2023, at which time the operator explained the service and membership terms during the registration call. We want to assure you that we make every effort to keep our customers informed about their memberships. Our system shows that a "Membership Renewal Reminder Call" was sent to you three days prior to the charges being processed, along with an email. Additionally, a "Value Membership Receipt" was sent to the email on file every month.
  
  Wed like to better understand if you previously reached out to cancel your account. Could you please let us know if you attempted to contact us via phone or email? We will be happy to check our records to confirm if any cancellation request was received.
  
  In the meantime, we have filed a request for a supervisor to contact you at the phone number on file to discuss your concerns in more detail. If the supervisor is unable to reach you, they will leave a voicemail with further instructions. You are also welcome to give us a call directly at ************** and ask to speak with a supervisor.
  
  We truly value your feedback and want to ensure you feel heard and taken care of. Were committed to addressing your concerns and making sure you have the best possible experience with us.
  
  Warm regards,  
  The GoGoGrandparent Team

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today's date September 2nd 2024 I have asked for a cancellation of my subscription and they refuse to do it they say I'm on annual and I have to continue paying because of something else they said I have I am paid them $245.35 and I would like a refund which they will not give me of at least $200 the name of the company is go go grandparenting

  

  Business response

  09/03/2024

  Dear customer,

  Thank you for reaching out to us, and we appreciate the opportunity to address your concerns regarding your GoGoGrandparent account. We sincerely apologize for any confusion or frustration you've experienced.

  We understand that managing finances and services can sometimes be challenging, and we want to clarify the situation regarding your account.

  During your initial registration call on July 29th, 2024, you selected our monthly membership plan at $29.99. This plan came with the flexibility to cancel at any time, as discussed during the call.
  On September 1st, 2024, you responded to our text message offer, agreeing to switch from the monthly plan to our Value Annual plan, which offers a lower monthly rate by paying for the entire year upfront. You confirmed this change via text message after we explained that the annual plan would cost $245.88 for the year, with a prorated refund applied to your account for the remaining unused portion of your monthly plan. This switch was processed successfully on September 2nd, 2024.

  We understand that circumstances may change, and while our annual plans are designed to offer significant savings, they are generally non-refundable as they provide a discounted rate in exchange for upfront payment. However, we are committed to ensuring our customers are satisfied and well-informed about their options.

  Wed like to have one of our supervisors speak with you directly to review your account and discuss any possible solutions. If we are unable to reach you, the supervisor will leave a voicemail, and you are welcome to call us back at ************** to discuss further. We truly value your business and want to ensure that your experience with us meets your expectations.

  Thank you again for your feedback, and we look forward to resolving this matter to your satisfaction.

  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enquired with **** grandparents about medical rides but reached no agreements, nor did I ever order or ride with them. I regret that I didn't notice their charges on credit card since 4/25. They have charged me total of $70.11 on my Bank of America. credit card,

  

  Business response

  09/03/2024

  Dear customer,

  Thank you for bringing your concern to our attention. We sincerely apologize for any confusion or frustration you have experienced regarding your account with **********************.

  After reviewing our records, we see that you registered for our service on March 26, 2024. During the registration call, you provided your payment details and confirmed the activation of a membership, which is required to access our services. Our representative explained the membership fees, and you were informed that there would be a $14.99 monthly charge for the Basic Plan, which also comes with a 30-day money-back guarantee.

  Additionally, we discussed the cost estimate for your ride and proceeded to schedule it for the same day. While we strive to provide a seamless experience, we understand that you may not have been fully satisfied with the service or the process, and for that, we truly apologize.

  Regarding the charges on your credit card, these were for the membership you signed up for during that call. We understand that you may not have noticed these charges until recently, and we regret any inconvenience this has caused.

  We want to ensure you feel fully supported and would be happy to discuss this matter further. A supervisor will be reaching out to you shortly to address any additional concerns you may have and to explore any possible solutions. If they are unable to reach you directly, they will leave a voicemail with instructions on how to get in touch with us at your convenience. You can also reach us at ************** and ask to speak with a supervisor.
  

  Thank you again for your feedback, and we hope to resolve this matter to your satisfaction.

  Warm regards,
  The GoGoGrandparent Team

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Saw commercial on TV for GOGO GRANDPARENTS On March 15/2024. $124.68. No excuse but, I am 68 yrs old and live alone. I actually didnt know the funds came out of my Credit Card immediately! I was under the impression no funds would be drawn until your first use of this service! I am using credit cards daily getting my house ready to sell! Going thru my *********** CREDIT CARD FOR RECEIPTS in July, 2024 was the first time I noticed $124.68 was taken from my credit card, even though I did not have a reason to contact them! I did call immediately to cancel and get a refund. I was told no problem! Today, is a month later and I still dont have a refund to my account! I call GOGO and start with a girl who must be very new. She didnt have the sense to put me on hold, was talking, mumbling, for a while! I did give her all the time she needed but, I go to a supervisor *****! He says its over 3 months ago and they wont issue a refund.

  

  Business response

  08/21/2024

  Dear Customer,
  
  Thank you for bringing your concern to our attention. We truly apologize for any confusion or frustration you have experienced regarding your membership with GoGoGrandparent. We understand that managing finances and unexpected charges can be challenging, especially when youre in the process of preparing your home for sale.
  
  Wed like to clarify that the registration process you completed online is designed to be transparent and user-friendly. As you navigated through the steps, our system provided clear information about the membership options, including the cost and terms. The selection of the membership plan was made during the online registration process, and the charge was applied according to the details that were confirmed at that time.
  
  We want to ensure you get the most value from your membership, and we encourage you to explore the various services we offer, including transportation, grocery delivery, medication pickups, and even our virtual events. We believe these services can provide significant convenience and peace of mind.
  
  While our policies do indicate that the membership fee is non-refundable after a certain period, we are committed to ensuring your satisfaction. We invite you to speak with one of our supervisors, who can discuss any additional options available to you and explore ways to make the most of your membership. Our goal is to provide you with a service that meets your needs and brings value to your daily life.
  
  Please feel free to contact us at **************, and ask to speak with a supervisor who will be happy to assist you further. We appreciate your understanding and hope that we can continue to be of service to you.
  
  Warm regards,  
  The GoGoGrandparent Team
  

  Customer response

  08/22/2024

   
  Complaint: 22174083
  
  I am rejecting this response because:

  the charge went thru my *********** credit card March 14/24 $124.83 and, I have not looked at a *********** invoice until July, 2024.  I put $50,000 on that credit in 4 months!  I just kept it fully paid to zero due to too many contractors & orders for them were coming in consistently!  In July, I was finally able to have all my receipts and labor to make sure its all correct.

  $124.83 I finally saw approx. July 23/24.  I thought I was purchasing **** rides in advance and GOGO had my funds and would pay them direct.  I didnt use GOGO once in that time and finally looked at it closely and realized I would be paying them to arrange to pick me up!  Im not that far gone and cant see a time when I would require that type of service.  I dont know if anyone would need to pay someone for something thats free!  
  I wished Id gone further looking for reviews!  But, remodeling my home was all consuming.  I understand I would have received a full refund for 90 days after signing up for this and I do know Im 4 1/2 months late!  Since I didnt call once or even use the website (because I had no need to), please allow me this refund!  Im living on $925 in social security disability (my Dad made me do house b/c it was so bad he wouldnt stay here)!

  or do I just become yet another senior on SOCIAL SECURITY, added to your bad reviews about the same issue!  I am 68 but, have been disabled since ************************** computing what I saw on a commercial and what I ordered right away from your website!

  Please take it into consideration!
  
  Sincerely,
  
  ****** Parliament

  

  Business response

  08/23/2024

  Dear customer,
  Thank you for your continued communication. We understand your concerns and sincerely apologize for any confusion regarding your membership and the associated charges.
  We acknowledge that the charge was applied during your online registration, where the terms and conditions of the membership were clearly outlined. While our policy typically limits refunds beyond the initial period, we truly want to assist you in resolving this matter.
  We recommend contacting one of our supervisors directly, as they are equipped to discuss and explore any potential solutions for your situation. You can reach us at **************, and a supervisor will be happy to assist you.
  We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  08/24/2024

   
  Complaint: 22174083
  
  I am rejecting this response because: I almost never allow anyone to use my accounts unless I talk to them directly.  Since I dont remember I must assume I did!  I know I thought it was for **** RIDESZFa WHEN IM NOT WELL AND THESE FUNDS WOULD PAY FOR ****!  I bought for emergency in case  I cant drive!  Ive had groceries delivered since 2017.  Your sales pitch is misleading, I would have no reason to contact you, ever!  I can dial 911!  Since your ad campaign is directed at senior citizens, I see reviews are similar to mine.  What youre selling on TV is not what what the consumer thinks theyre getting.  Which in my case is nothing!  I had no reason to even contact you, which I am dumbfounded about!  Please refund my $124.83 ASAP!  You actually have very limited customers that would buy something like this!
  
  Sincerely,
  
  ****** Parliament

  

  Business response

  08/28/2024

  Dear Ms. *************************** you for sharing your thoughts with us again. We sincerely apologize for the confusion and frustration youve experienced. We understand how important it is to have clarity regarding the services youve signed up for, especially in unexpected situations.

  
  Our service is designed to help seniors and those who may need assistance with arranging various essential services, including transportation. We regret that our service did not align with your expectations and that it was not what you thought you were purchasing.

  
  We genuinely want to help you resolve this matter and encourage you to contact one of our supervisors, who are equipped to discuss your situation in more detail and explore possible options. Our goal is to ensure that you feel heard and supported.

  
  Please reach out to us at **************, and a supervisor will be happy to assist you further.

  
  Warm regards,
  The GoGoGrandparent Team

  Customer response

  08/29/2024

   
  Complaint: 22174083
  
  I am rejecting this response because:  by sending me back to a phone number and a supervisor is something Im not willing to do .  Im sure I will get the same circle and still be out $124.83 for nothing at all!  Do you own **** or have shared?  Dealing with the elderly that have a hard enough time with technology should allow flexibility!  
  
  Sincerely,
  
  ****** Parliament

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint taken in dictation by H363137**3238313831H rep ** 8/20/24 First they want the money for there service. They told me they hire ***** ******** and the call them and they say its a small charge. I pay $29.99 a month. Then they charge $69 and I was getting scared that I would get stranded by reading the review. There not clear about the total cost of the ride to your appointment. They call there self a concierge. They don&#**;t provide you with a total cost up front before you buy there subscription. And when I read about a woman that was stranded because of $60 fee. I called them to ask them how much it be and they said they think it will $14. With me living on social security I cannot afford not knowing what I would pay and they don&#**;t know how much it will actually be. I cancelled my subscription. They are not telling you the upfront cost. It is illegal for them to not tell you the upfront cost for your ride.

  

  Business response

  08/20/2024

  Dear Customer,
  
  Thank you for sharing your concerns with us. We truly value your feedback and want to ensure that every aspect of our service is clear and transparent for all our customers.
  
  After reviewing the registration call, we can confirm that our operator did explain how our services work, including the use of third-party providers like ***** DoorDash, and others. We always strive to provide an accurate estimate of the total cost whenever you request a ride, meal, or other service, and we wait for your confirmation before proceeding with the order. This estimate includes both the third-party provider's charge and our GoGo concierge fee.
  
  We understand that living on a fixed income means you need to know the costs upfront, and we are committed to making this process as transparent as possible. You are always welcome to call us at any time to request an estimate before deciding whether to proceed with a service.
  
  We apologize if this was not made clear to you earlier, and we sincerely regret any confusion or concern this caused. To ensure that all your questions are answered and to help you fully understand our service, a supervisor will be reaching out to you shortly. If they are unable to connect with you directly, they will leave a voicemail so you can return the call at your convenience. You are also welcome to call us at ************** and ask to speak with a supervisor who can assist you further.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to improve our communication and service.
  
  Warm regards,  
  The GoGoGrandparent Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid a membership fee of $14.99 for a month. No one mentioned it was non-refundable. I scheduled her first trip. Told them everything. She received a call 10 minutes before someone was supposed to be here to pick her up and was told the quoted $40-$45 17 mile trip would now cost her $210 because of surge pricing. My mom is on a fixed income and that is way out of her price range. This was also the first time we tried to use this service. So we cancelled the trip and because we never used the service asked for a refund of the membership fee. Now I was told it was non-refundable. They offered a free month, a free drive but could not give me $14.99 fee back. I was talking to a supervisor and was told I couldnt speak to his supervisor because they were upper management and would not answer. All Id like is the fee back because we never actually used the service.

  

  Business response

  08/16/2024

  Dear customer,
  
  Thank you for reaching out and sharing your experience with us. We deeply apologize for the frustration and inconvenience you and your mother have faced. We understand how disappointing it must have been to receive a sudden surge in pricing, especially when you were relying on our service for such an important trip.
  
  Surge pricing is indeed determined by the third-party apps we connect our customers to, such as **** and Lyft. These surges occur during times of high demand and limited driver availability, which unfortunately can happen at any time of day. We know this can be frustrating, and we always recommend waiting 5-10 minutes before trying again, as surge prices often decrease after a short period. 
  
  When you registered for our service online, it would have mentioned that the membership fee is non-refundable. We do apologize if this wasn't clear during the registration process. However, we want to make sure you get the most out of your membership. Our supervisor did offer you a free ride, which we encourage you to use to truly experience the convenience and care we strive to provide. We offer much more than just rides including grocery delivery, meal delivery, medication pickups, and more and we hope you'll give us another chance to serve you.
  
  While we understand that your first experience wasn't ideal, we are here to support you and your mother in any way we can. If you have any further questions or if you would like to discuss your options further, please dont hesitate to reach out to our 24/7 phone support at **************, and ask to speak with a supervisor.
  
  Thank you for your understanding, and we sincerely hope that your next experience with us is a much more positive one.
  
  Warm regards,  
  The GoGoGrandparent Team
  

  Customer response

  08/16/2024

   
  Complaint: 22147104
  
  I am rejecting this response because:

  not only did the manager say we could have a free ride but a free month of service and if they could offer me a free month Im not sure I understand why getting the $14.99 membership price back was out of the question. I was not told anything about a price surge until I scheduled the first ride. This was not said at anytime during the call to get the membership. Also, first trip schedule with an estimated cost of $45 updated to $210 for a 20 mile trip. Absolutely ridiculous. I really hope other customers are reading this and thinking twice before paying the membership. I hope this complaint makes other potential customers think twice before joining and you loose more than the $14.99 you could have just given back to me. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/20/2024

  Dear Customer,
  
  Thank you for your continued feedback. We sincerely apologize for any confusion and frustration this situation has caused you and your mother. We completely understand how disappointing it must have been to experience a price surge on your first attempt to use our service.
  
  As mentioned previously, the surge pricing is determined by the third-party apps we connect our customers to, such as **** and Lyft, based on real-time demand and driver availability. Unfortunately, these surges are beyond our control, and we regret that this information was not made clearer during your initial call. We always strive to provide transparency in our pricing, and your feedback will help us improve how we communicate these possibilities to our customers in the future.
  
  Regarding your membership fee, while it is our policy that the $14.99 fee is non-refundable, we offered a free month of service and a free ride as a gesture of goodwill, so you could still experience the benefits of our services without any additional cost. We truly believe in the value we offer and hope that you might reconsider using our services with the extended benefits provided.
  
  We genuinely appreciate you taking the time to bring these concerns to our attention, and we want to assure you that we are constantly striving to improve the experiences of our customers. If you have any further concerns or need additional clarification, we encourage you to reach out to our 24/7 phone support at **************. Please feel free to ask for a supervisor, who will be happy to discuss this matter further.
  
  Thank you again for your feedback, and we sincerely apologize for the inconvenience caused.
  
  Warm regards,  
  The GoGoGrandparent Team

  Customer response

  08/21/2024

   
  Complaint: 22147104
  
  I am rejecting this response because: again if you can offer a free month and a free ride why not just return my membership fee. I am sorry that you are supporting a business that surges the price for a fixed income older person to over 4 times the quoted cost. I am sorry that when you took the membership money price surging was not brought up. I actually hope that people read this complaint and think twice before joining your program. Dont forget you will NOT be able to speak with upper management because as I was told they dont answer customer calls or complaints. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/28/24, I signed up for the service GOGO GRANDPARENT. I believed at the time I was signing up for a service that I would be billed monthly for. Instead, I was charged an annual fee of $124.68. The 1st time I called when I called on 7/31,/24 I was told I would be placed on hold and a supervisor would pick up the call and deal with it. I waited on hold for a very long time and then I was disconnected. Before that, , I was told that monthly it would be almost $30 a month which definitely exceeds $124.68 divided by 12. Since then I have talked to this merchant seven ********* have sent and received one email back from them regarding this. I have been given conflicting information about a refund, I was told that if I contacted them within three business days (three days) and not used any of their services, that I would qualify for their money back guarantee/MBG. Not for the full amount, but for $112.21. I said fine. I would be happy to take the $112.21. Again, I was told that someone would need to get back in touch with me that a decision would need to be made by upper management. I received an email on 8/6 stating that I did not qualify for the 3 day MPG because I didn't meet the specific timeframe. I don't know how they figured 3 days. But either way , 3 business days or non-business days it was still within 3 days, and they have refused to refund my money. I have gotten so much conflicting information. One time when I asked Supervisor, *****, he tried to get me to not go for a refund. Instead, 1st he offered me the same service for $9.99 a month. When I refused that, he offered me 1 free month, when I refused that, 2. By this time, I was so fried, I told him again no, I would take $112.21 and not the $124.68. I called one more time today and talked to Supervisor *****. It was mgmt that imade the decision that I didn't qualify for the refund. He was going to resubmit my request. . I'm a disabled senior. I feel taken advantage of. I desperately seek BBB's help!

  

  Business response

  08/09/2024

  Dear Customer,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for any confusion or frustration you've experienced. We understand how important it is to feel confident in the services you sign up for, and we want to make sure we're addressing your concerns fully.
  
  After reviewing our records, we see that you registered for our service online on July 28th and selected the yearly membership option. During the registration process, our system does inform customers about the refund policy for this particular membership. Specifically, our policy allows for a 90% refund within three days if the service has not been used.
  
  We also noted that you contacted us on July 31st, within the three-day window, to request a refund. As a result, we processed a refund of $112.21, which represents the 90% refund of your yearly membership fee. Please note that this refund may take 5 to ****************************** your account, depending on your bank.
  
  We truly value your feedback and will take it into consideration as we continue to improve our services. If you have any further questions or need additional assistance, please don't hesitate to reach out to us. We're here to help.
  
  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. ↩