Gogo LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meThe reason I say this is because they refunded my money, not because they've changed their business practices that caused the situation in the first placeI'm sure you can expect more complaints about this practice Sincerely, Katie ***

Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ Contact Name and Title: [redacted] - CS mgr Contact Phone: (XXX)XXX-XXXX Contact Email: ***@gogoair.com A clerical error was made by the contact center agent when originally contacting to cancel the subscriptionUpon contacting Gogo again 4/30, the error was corrected including the months refund as requested and confirmed by email on 5/4/An additional apology letter was sent 5/by Gogo executive that included credit for free future Gogo sessionsWe regret the mistake and feel that this is an amicable resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, they refunded the money and gave me codes for future usage, but they neglect to mention that I attempted to cancel the service timesThe third time I recorder the chat otherwise it is unlikely they would have taken any actionThe only acted after receiving this complaintThey also don't mention they billed my expired credit card for months of serviceOh well, gotta let it go I guess

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Contact Name and Title: Steve [redacted] - CS mgr Contact Phone: X XXX XXX XXXX Contact Email: ***@gogoair.com Hello - Information provided by customer in complaint is not sufficient to identify Gogo account informationPlease provide valid email address where we can contact customer to resolve complaint

Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @startek.com [redacted] here from Gogo and I am truly sorry for the way our chat wentI make no excuses and take full responsibility for providing you less than acceptable customer serviceI am ashamed of how I handled it and will aim to do better in the futurePlease accept my sincere apologies for the inconvenience you may have experienced in respect to our chat disconnectingAt Gogo, we take pride in ensuring our customer's satisfactionUnfortunately, I did not meet youror our ownexpectationsWe value your relationship with Gogo and are committed to providing you with the highest level of service simply because our customers deserve the very bestAgain my sincerest apologies

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: Steve [redacted] - CS mgr Contact Phone: XXXXXXXXXX Contact Email: ***@gogoair.com While we provide renewal information on the pass description, at checkout and on the initial purchase receipt, we understand it can be missedWhen this happens we try to work with customers to arrive at an amicable and fair solutionIn reviewing customer account and usage history, a credit has been issued for the period since last login totaling full month plus prorated month from date of last login - as requested in the complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) While their "fine print" states we will charge you weather our service works or not I still do not agree with itAfter posting this they did go back and credit me both paymentsIt's just sad that it took going through everything I did to get this completely resolvedThey could have just done the right thing in the beginning and given me the credit they ended up giving me anywayI guess their philosophy is that we will charge the customer unless they scream loud enoughI could and would have been a repeat customer but not any longer

Hello - Gogo was able to contact customer regarding complaint and the issue is resolved with mutual agreementThe charge in question was located on an email address with a typoGogo and customer confirmed the charge had been credited through a bank initiated charge back and no additional refund is needed

Regarding complaint [redacted] I resolved the issue with Gogo directly and assistance with the Revdex.com regarding this issue is no longer needed Thank you for your assistance with GOGO The problem stems from their outsourcing customer service to foreign countries where the representatives are not proficient at the English language It's very unfortunate that this is now the "new standard".Regards, [redacted] --Via [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: *** *** - CS mgr
Contact Phone: (XXX)XXX-XXXX
Contact Email: ***@gogoair.com
Customer subscription was cancelled in errorRegrettably when originally contacting customer care we failed to resolve the issueSince
the original complaint We've worked directly with customer to resolve the issue and re-instate the monthly subscription

Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: Steve *** - CS mgr
Contact Phone: (630)310-
Contact Email: ***@gogoair.com
Subscriptions to Gogo service can be canceled any time by contacting customer care, email, or phoneRegrettably the original handling
agent did not cancel properly or properly document the contactWhen contacted a second time, the subscription was cancelled, however, refund was not offered as our policy would dictate
Gogo has made multiple attempts by phone to contact customer with no replyAs a result an email was sent apologizing for the incident and inform that a refund had been processed

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: Steve *** - CS mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@gogoair.com
In reviewing the complaint we were unable to determine the cause of the technical issue in the complaintAs a result impacted services
were refunded in fullCustomer was engaged throughout the process and confirmed satisfied with course of actionFor similar issues customers can contact Gogo customer care at custhelp.gogoinflight.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
very professional

Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: *** *** - CS mgr
Contact Phone: (XXX)XXX-XXXX
Gogo understands the customer complaint and have agreed to honor the original rate for a period of year once the subscription is re-purchased - provided this is done so
within days from lapseWe are currently waiting on a response from the customer

Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: *** *** - CS mgr
Contact Phone: X XXX XXX XXXX
Contact Email: ***@gogoair.com
Customer did contact Gogo representative to cancel subscription prior to the 6/22/chargeRegrettably, as a result of human error,
the subscription was not properly cancelled at that time resulting in additional chargesAll charges after initially contacted to cancel have been refunded as of 7/30/regardless of account activity

We were able to work directly with consumer to resolve the billing dispute and error

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Scott [redacted]

While we provide renewal information on the pass description, at checkout and on the initial purchase receipt, we understand it can be missed. When this happens we try to work with customers to arrive at an amicable and fair solution. In reviewing customer account and usage history, customer...

contacted Gogo customer care via live chat on 11/14/16 and a credit totaling 1 full month plus ($49.95) – as requested in the complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The reason I say this is because they refunded my money, not because they've changed their business practices that caused the situation in the first place. I'm sure you can expect more complaints about this practice.
Sincerely,
Katie [redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
Contact Name and Title: Steve [redacted] - CS mgr
Contact Phone: X XXX XXX XXXX
Contact Email: [redacted]@gogoair.com
Hello - Information provided by customer in complaint is not sufficient to identify Gogo account information. Please provide valid...

email address where we can contact customer to resolve complaint.