Brand Overview: Grasshopper
Grasshopper is a cloud-based virtual phone service tailored primarily for entrepreneurs, freelancers, and small business owners. Originally launched in 2003 under the name GotVMail by founders David Hauser and Siamak Taghaddos, the company rebranded to Grasshopper in 2009. Today, it operates as a subsidiary of the communication software provider GoTo (formerly LogMeIn).
Contact Info
Customer Support Email: [email protected] (alternative: [email protected])
Customer Support Phone Number: 1-800-279-1455 or 1-800-820-8210
Industry and Operations
Grasshopper operates within the telecommunications and Voice over IP (VoIP) industry. The platform provides small companies with the features of a traditional PBX phone system using mobile and desktop software, eliminating the need to invest in dedicated landline hardware. Its primary offerings include:
- Virtual Business Numbers: Provision of toll-free, vanity, and local phone numbers, as well as number porting services.
- Call Routing and Management: Automated attendants, custom call forwarding to cell phones, simultaneous call handling, and call screening.
- Virtual Extensions: Departmental and employee extensions equipped with custom greetings.
- Business Messaging: Business SMS and MMS capabilities managed through mobile and desktop apps.
- Voicemail Transcription: Voicemail audio converted into text and delivered directly to email or the Grasshopper app.
- Desktop and Mobile Apps: Applications that allow staff to place outbound business calls and maintain personal number privacy.
User Sentiment
Consumer feedback indicates persistent operational friction, particularly around account management, technical reliability, and carrier regulatory compliance.
- Cancellation and Billing Disputes: Users frequently report unauthorized charges after attempting to cancel service, difficulty stopping recurring payments after porting numbers to another carrier, and strict no-refund policies.
- Hidden Fees and Added Surcharges: Multiple complaints describe final monthly costs ballooning well above advertised rates due to various telecom fees, regulatory surcharges, and add-on feature pricing.
- SMS and 10DLC Registration Delays: Small business users encounter lengthy hold-ups, rejections, and bureaucratic hurdles when trying to register numbers for compliance with mobile carrier texting standards, resulting in lost texting ability.
- App Performance and Latency: Customers report instances where calls do not ring on their devices, notifications fail to appear promptly, or the app experiences significant lag when answering incoming calls.
- Support Responsiveness: A recurring grievance centers on sluggish response times, automated or scripted support answers, and difficulty reaching representatives who can resolve technical or account billing issues.
- Lack of Advanced Integrations: Users looking to scale often find Grasshopper restrictive due to the absence of modern CRM integrations, advanced call analytics, or unified team collaboration features.
Share Your Experience
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