Older adults often find themselves torn between the need to get around independently and the stress of using ride‑hailing apps or grocery‑delivery platforms. According to a Pew Research study, only around 8% of adults aged 50–64 and just 4% of adults aged 65 and over have used ride‑share services. GoGoGrandparent (GoGo) is a concierge service that markets itself as a solution for this gap.
By letting customers call a single toll‑free number to book rides, grocery deliveries or even handyman services, it aims to provide older adults with independence and peace of mind without requiring a smartphone. At the same time, its membership model, pricing structure, and service experience may not be the right fit for everyone. While the company maintains strong ratings across platforms like Trustpilot, Google, and the Better Business Bureau, some customers have reported challenges or frustrations. This article reviews news articles, independent reviews, forum posts, and the company’s own materials to provide a balanced look at where GoGoGrandparent works well, where it may fall short, and who it’s best suited for.
What Is GoGoGrandparent and How Does It Work?
GoGoGrandparent acts as a buffer to help bridge the gap between seniors and on-demand services such as Uber, Lyft, DoorDash, and Instacart. Instead of downloading multiple apps and dealing with all the ways they can go wrong, users create a single account with GoGo. They can then call a 24/7 phone number and press a key to request a car at their home, return from their last drop-off location, or schedule a ride with one of over 600 operators.
Frequent locations can be saved and labeled—making it easier to request rides quickly through either the automated system or with a live operator. Preferences can be associated with your account so that GoGo guides drivers directly to your doorstep or confirm with them that they can accommodate ambulatory equipment like a walker. Recurring rides can also be scheduled, and updates can be shared with family members.
Originally focused on transportation, GoGoGrandparent has expanded over time to include grocery delivery, meals from national and local restaurants, medication delivery, and home services such as handyman work, light household support, caregiving support, and dog walking. The platform also connects users to additional services virtual fitness classes, allowing multiple needs to be managed in one place.
GoGoGrandparent operates on a membership-based model, with service fees added depending on how the platform is used. For transportation, rides include a per-minute fee (approximately $0.27 per minute) in addition to the standard Uber or Lyft fare. Other services—such as home services or deliveries—may include a concierge fee based on the type of service requested.
Membership pricing varies depending on whether customers choose monthly or annual billing. For example, lower monthly rates (such as around $11.72/month) are typically associated with annual plans. Some plans may include additional features or reduced fees for certain services.
It’s important to note that while membership covers the cost of a 24/7 concierge and provides access to the platform, the cost of rides, deliveries, and services is separate and charged per use. Depending on the plan selected, some services—such as ordering through a live operator—may include an additional fee, while others allow requests through an automated system at no extra charge.
GoGo’s variable pricing model is meant to make the service as affordable as possible, by asking frequent users to pay more in service fees than weekly or monthly users, GoGo is able to keep everyone’s membership dues the same. This allows everyone to experience the peace of mind of having someone they can call, for anything, 24/7. Membership dues go towards benefits all our members, like staffing our concierge team, fitness classes, and a member services team that works on securing senior discounts for clients, while service dues go towards covering the costs associated with monitoring each request, including safety features, vetting drivers & shoppers, their vehicles and adherence to client instructions.
Safety Features
Safety is a central part of the GoGoGrandparent experience, with multiple layers of support designed to keep riders informed and connected throughout their trip.
GoGoGrandparent works with transportation partners whose drivers undergo background checks, including reviews of driving history and criminal records conducted by third-party providers such as Checkr. In addition, GoGo adds its own layer of communication by notifying drivers when they are matched with an older adult and may need to accommodate items like walkers or foldable wheelchairs. GoGo saves information about every driver that works with one of our clients and therefore, is able to very quickly vet out drivers that have canceled on our clients in the past or refused to follow their instructions. Today, GoGo has millions of data points on hundreds of thousands of drivers.
To help keep riders and families informed, GoGoGrandparent provides updates based on the contact preferences set on the account. Notifications may be sent by phone call, text message, or email, and loved ones can be added to receive updates and follow along with a trip. Live operator support is also available to assist with changes, delays, or driver-related issues when they arise.
At the same time, rides are generally curb-to-curb. Drivers may be able to assist riders into the vehicle, but they are not trained to provide hands-on or medical assistance. GoGoGrandparent is continuing to expand wheelchair-accessible vehicle (WAV) options in select areas, although availability may vary. Riders who require consistent hands-on physical or medical support - like being carried or lifted - may need additional assistance beyond standard rideshare services. GoGo is able to accommodate caregivers as riders at no additional charge.
Pros of GoGoGrandparent
1. Accessibility for Seniors Without Smartphones
A major advantage of GoGoGrandparent is ease of use. Seniors can call a single toll‑free number on any phone and talk to a live person to schedule rides or deliveries. There is no app to download, no passwords to manage, and no complicated interface. While customers can call GoGo from almost any phone—such as a landline, a flip phone, or even a shared phone at places like a salon or grocery store—each account is tied to a personal phone number used for registration. This helps ensure a more consistent and reliable experience, since the phone number acts as the customer’s account identifier.
This telephone-based model helps remove common technology barriers and makes it easier for older adults to access modern services in a familiar way. Third-party sources agree that simplicity is a strength. NJ Care Giving’s list of transportation options notes that GoGo helps bridge the technological gap, allowing seniors to book rides, groceries, and meals by phone, thereby maintaining independence and social connections. It also recommends that caregivers assist seniors in setting up accounts and learning how to use the service.
2. Ride Monitoring and Family Notifications
Once a ride is in progress, GoGoGrandparent's team monitors it in real time. A dedicated team watches active rides and responds when something needs attention — whether that's a driver taking longer than expected, a ride that's gone significantly past its estimated duration, or a driver arriving while the member isn't answering. When an issue comes up, the team contacts the driver or the member directly to make sure everything is okay.
Members can also request that specific rides receive extra attention, which gets flagged for the team to follow more closely from start to finish.
For families and caregivers, GoGoGrandparent offers optional text notifications so they can stay informed without having to call in. Authorized contacts on the account can receive updates when their loved one is picked up and dropped off, giving them peace of mind that the ride went as expected.
3. Tailored Driver Screening
GoGoGrandparent goes beyond standard Uber and Lyft processes by adding an extra layer of communication and oversight. When a driver accepts a ride, GoGoGrandparent sends a text notification—and may also attempt a call—to inform the driver that they will be assisting an older adult and may need to accommodate items like walkers or wheelchairs.
This added step helps set expectations early and encourages drivers to be patient and prepared. If a driver indicates they are not a good fit, the ride can be reassigned to better match the rider’s needs.
GoGo can also see if drivers have respected accommodations with other clients in the past and proactively re-request a new driver if needed. GoGoGrandparent monitors driver feedback and performance over time. Drivers who are not a good fit for riders may be excluded from future trips. At the same time, rider preferences can be taken into account—such as avoiding specific drivers or noting vehicle needs when available—to help create a more comfortable experience.
According to the San Diego Association of Governments, GoGoGrandparent operates in more than 500 cities and provides additional screening and monitoring beyond standard rideshare services.
4. Wide Range of Services
GoGo is not limited to transportation. It coordinates grocery and meal deliveries, medication pick‑ups, and home services such as handyman work, light household support, and even virtual fitness classes for seniors.
Over time, the platform has expanded beyond rides to connect users with both national and local providers for everyday needs. Members can schedule recurring rides for appointments or daily errands, and manage multiple services through a single account.
For seniors living in suburban areas and some rural communities, this integrated suite of services can help improve quality of life, though service availability may be more limited in certain regions.
5. Positive Experiences and Customer Appreciation
Many users report feeling safe and supported. Across Trustpilot, BBB, and Birdeye — and reflected in feedback that comes into GoGoGrandparent's own internal channels — members consistently describe drivers as kind, patient, and courteous. Seniors with mobility challenges say they feel comfortable and at ease, and operators are frequently praised for being clear and easy to understand over the phone. One Trustpilot reviewer noted that after medical visits, the drivers she was matched with were considerate and handled heavy traffic with skill. Another BBB reviewer described her first experience as turning a stressful situation into a good one, crediting the drivers for making her feel safe even as conditions got worse on the road home.
Caregivers are a particularly vocal group in positive reviews. The pickup and dropoff text notifications come up again and again as a meaningful feature — especially for family members managing a parent's transportation from another state. One reviewer shared that she was able to track her father's trip in real time from 700 miles away while at work.
Independent sources echo these positives. Retirement Living rates GoGoGrandparent four stars and highlights it as a strong option for hassle-free transportation that requires no smartphone. NJ Care Giving points to real-time ride monitoring and wide availability as standout advantages. On Trustpilot, GoGoGrandparent holds a 4.1-star rating from nearly 1,000 reviewers, and on Birdeye, the rating is 4.2 stars across more than 3,000 reviews.
Cons of GoGoGrandparent
While GoGoGrandparent offers clear benefits, feedback from independent forums and review platforms reflects a more nuanced picture, with both positive experiences and concerns related to pricing, reliability, and overall service expectations.
1. Additional Fees and Membership Costs
GoGoGrandparent staffs over 600 people to answer customer questions 24/7, and to do that operates on a membership-based model, with service fees added depending on how the platform is used. For transportation, there is an additional fee of $0.27 per minute on top of the standard Uber or Lyft fare which goes towards driver vetting, request monitoring and making real-time interceptions when service professionals may not meet a client’s expectations. Some services—such as requesting rides through a live operator or using certain concierge services—may include additional fees depending on the plan selected.
Pricing can vary based on whether a customer chooses monthly or annual billing (because annual plans allow GoGo to forecast their shifts in advance, they can pass on those savings to customers as a lower cost membership option), as well as the level of service they need. Some users find the added cost worthwhile for the convenience and support provided, while others prefer booking directly through rideshare apps at a lower cost. Third-party sources, such as NJ Care Giving, note that while GoGoGrandparent offers valuable accessibility and convenience, using GoGo can cost more than using Uber or Lyft directly.
Because staffing is dependent on member enrollment for the month, GoGoGrandparent maintains a no-refund policy on membership fees, which is outlined in its terms, new member application and FAQ pages. Pricing details, plan options, and cancellation terms are available on the company’s website before sign-up, and customers can contact support 24/7 with questions about billing or plan details.
That said, some customers on platforms such as Trustpilot and the Better Business Bureau (BBB) have reported confusion around billing—particularly regarding renewal terms or how fees are applied. In some cases, this confusion has been linked to misunderstandings during the registration process. GoGoGrandparent has publicly responded to a number of these cases, reviewing registration calls and, in some situations, issuing partial or full refunds as a courtesy when miscommunication was identified.
2. Service Reliability Issues
As with any service that relies on third-party providers like Uber and Lyft, reliability can vary depending on location, driver availability, and real-time conditions.
GoGoGrandparent checks service availability at the time of registration and when rides are requested. However, availability can change throughout the day. For example, a location may show nearby drivers at one moment, but have longer wait times—or no available drivers—later, depending on demand. This is especially noticeable in suburban or rural areas, where rideshare coverage may be more limited.
Some users on platforms such as Trustpilot, the Better Business Bureau (BBB), and Google Reviews have reported issues, including delayed pickups, driver cancellations, and miscommunication about pickup locations. In certain cases, customers describe missed rides or difficulty coordinating time-sensitive trips, such as medical appointments, especially early in the morning at rural locations.
Driver-related limitations can also affect the experience. Drivers ultimately decide whether they can accept and complete a trip based on their own capacity and situation at the time they accept the request. For example, a driver may not be able to assist with certain mobility needs that day, may not see or respond to messages, or may face language barriers. While GoGoGrandparent provides drivers with information about rider needs and adds notes to help guide the experience, these requests cannot always be guaranteed.
3. Customer Service Experience
Customer service experiences can vary, as GoGoGrandparent combines both live operator support and optional automated systems to help manage a high volume of requests.
Some users on platforms such as Trustpilot, the Better Business Bureau (BBB), and Google Reviews have reported challenges such as longer wait times, being transferred between agents, or receiving responses that did not fully resolve their issue. In certain cases, customers have noted that communication may not always be as clear as expected during more complex situations.
At the same time, many customers report positive experiences with GoGoGrandparent’s support team, highlighting patient operators, clear communication, and the ability to reach assistance 24/7. The availability of live support remains a key part of the service, especially for seniors who prefer speaking with a real person rather than navigating technology on their own.
As with any service that combines automated systems and human support, the experience can vary depending on the situation. GoGoGrandparent continues to refine its processes to improve clarity, responsiveness, and overall customer experience.
4. Dependence on Third‑Party Drivers and Limited Mobility Support
GoGoGrandparent works by coordinating services through third-party providers such as Uber, Lyft, DoorDash, Instacart, and other local partners. Because of this, the overall experience depends in part on availability, location, and the individual contractor completing each request.
While GoGoGrandparent adds an extra layer of oversight, communication, and support, these services are ultimately carried out by independent drivers and delivery partners who may have varying levels of experience, availability, or attention to instructions. For example, a driver or delivery partner may not always follow specific requests—such as knocking on the door, assisting with items, or placing deliveries in a preferred location. As an agent to its customers and not the primary contractor of service professionals, GoGo can only learn and update its driver database if customers’ report it.
For transportation, rides are generally curb-to-curb, and hands-on or medical assistance is not provided. For deliveries—such as groceries, meals, or medications—requests and preferences can be added to help guide the experience, but cannot always be guaranteed.
GoGoGrandparent has taken enormous steps to improve consistency of on demand services compared to the out of the box app experience, by sharing rider and delivery notes, prioritizing highly rated providers when possible, and limiting future matches with providers who are not a good fit. However, because these services rely on third-party networks and independent contractors, some variability is expected across all services.
Cost Breakdown and Transparency
Users considering GoGoGrandparent should understand how pricing is structured. GoGoGrandparent uses a membership-based model combined with service-specific fees, depending on how the platform is used.
For transportation, there is an additional fee of $0.27 per minute on top of the standard Uber or Lyft fare. Other services—such as meal delivery, grocery delivery, medication requests, and home services—also include separate concierge or service fees. For example, meal delivery fees can be as low as $2, while grocery delivery fees can be as low as $7, depending on how the request is placed and the service being used.
GoGoGrandparent offers several membership plans, with the Value plan being the most popular choice for many customers. The Value plan costs $29.99 per month when billed monthly, or $245.88 per year when billed annually, which offers a lower overall cost for customers who plan to use the service regularly.
Pricing details, billing terms, and plan options are available on GoGoGrandparent’s website and can also be explained by a live operator during registration or at any time through 24/7 support.
In some cases, GoGoGrandparent works with local programs, healthcare partners, or community organizations that help cover part—or even all—of the cost of rides or memberships for eligible users. Some customers also request receipts to submit for reimbursement through insurance or other benefit programs, depending on their individual coverage.
As noted earlier, some users on platforms like Trustpilot and the Better Business Bureau (BBB) have reported confusion around billing—particularly around how membership fees and service charges work together. In many cases, this comes down to a misunderstanding that membership provides access to the service, while the cost of each ride or delivery is charged separately.
Is GoGoGrandparent Safe?
Safety depends on how the service is used and the type of support a rider needs.
GoGoGrandparent builds on the safety measures of its third-party partners, such as Uber and Lyft, whose drivers undergo background checks that include driving history and criminal record reviews conducted by third-party providers like Checkr. In addition, GoGoGrandparent maintains its database of drivers meeting clients’ expectations, adds its own layer of support by notifying drivers about rider needs, monitoring trips, and offering optional updates for family members.
The platform also provides 24/7 access to live operators who can assist if issues arise during a ride or delivery, adding an extra level of reassurance for users and their families.
At the same time, GoGoGrandparent does not employ drivers directly and does not replace specialized transportation services. GoGo can only know how good a driver is by what other clients have shared about them, and because most riders generally request curb-to-curb services GoGo knows less about drivers that are willing to perform driveway to driveway requests, and drivers are not trained to provide hands-on or medical assistance. For individuals who require additional mobility support, wheelchair-accessible vehicles with ramps, or non-emergency medical transportation, more specialized services may be a better fit though they usually come at a higher rate.
Because the service relies on third-party providers, the overall experience can vary depending on location, availability, and the specific situation. However, many users report feeling safe and supported, particularly due to the added communication, monitoring, and access to live assistance.
Who Should Consider GoGoGrandparent?
GoGoGrandparent can be a great option for individuals who want a simpler way to access everyday services and get help with their errands without relying on others or needing a smartphone.
It works especially well for:
- Seniors who prefer phone-based support: The ability to call and speak with a live operator removes the need to manage apps, passwords, or technology.
- Caregivers who want visibility and peace of mind: Optional ride updates and notifications help loved ones stay informed throughout trips and deliveries.
- Those living in areas with strong rideshare coverage: In cities and well-served suburban areas, users are more likely to experience faster pickups and smoother service.
- Anyone looking for one place to manage multiple services: GoGoGrandparent connects users to rides, groceries, meals, home services, and more through a single account.
Depending on your needs, GoGoGrandparent may work best when used in combination with other support:
- For individuals who need hands-on or ongoing assistance: While rides are curb-to-curb, GoGoGrandparent can also connect users to home services, including caregivers, to provide additional support when needed and ride along with clients on trips.
- For those looking to manage costs: Some users choose GoGoGrandparent for convenience, while others explore local partnerships, community programs, or reimbursement options that may help offset costs depending on their location.
- For riders in areas with limited driver availability: In regions with fewer available drivers, GoGoGrandparent can still be a helpful option, but may be best used as a backup or for non-urgent trips.
GoGoGrandparent helps bridge the gap between independence and support by making everyday services more accessible. The best experience comes from understanding how the service works and using it in a way that fits each person’s needs, location, and level of support.
