The worst customer service. Never used it. They billed my credit card and refuse to refund the money. I have to take it up with my credit card company

I used the system back in 2006. Back then I cancelled the service. With this being 2025 they used an old credit card on file in which the said credit card has been cancelled due to fraud and I been issued several cards within the time frame. Customers service of goto said they put the number in the system and it allows them to charge the current card which has a total different number. This is fraud.

Very poor experience overall, Sales department did all types of lying to get me onboarded, unreliable service and little to no meaningful support.
Update: After sending a demand letter to initiate legal action, posting four negative reviews across different platforms, and spending over 32 hours dealing with support, sales, and various managers, my onboarding issue was finally resolved.

However, based on past experience, settings often don’t save properly. If you’re not tech-savvy or don’t have a dedicated tech team to troubleshoot using the limited tools provided, you’ll likely run into issues and your performance metrics may suffer as a result.

Highly recommend avoiding this GotoConnect.

Our small business has been with GoTo for about 3 years. The onboarding was excellent! I also love that tech support is willing to teach you how to set up your call plan -- not just initially but anytime our needs change. Support is always responsive and helpful when I have questions. Their staff is well-trained and a pleasure to work with. The system meets our needs well, provides options we would not have known to look for, and the company continues to expand their offerings to meet client needs.

I’m a regular user of the OpenTable app for managing guest reservations and guest information. I also use the Togo app for communicating with guests and managing phone calls and messages.

I’d love to request a feature or integration that would allow me to initiate a phone call via the Togo app when I tap on a guest’s phone number in the OpenTable app. Ideally, when I click a guest’s number in OpenTable, I’d be able to select from multiple call options—including the Togo app—similar to how some apps allow choosing between different dialers or communication tools.

This would streamline our guest communication process, especially when our team is already using Togo for other guest-related actions.

Please let me know if this kind of integration is possible, or if there are any APIs or settings I can use to set this up manually.

Thanks so much for your help,
Laura Maemone

Switching to GoTo was one of my best business decisions of late. We recently expanded our business and needed to upgrade our phone system to grow with the business. GoTo was the best option by far. Implementation was surprisingly simple. With a little training/help from GoTo, I was able to become an "expert" very quickly. My team has been super happy with the features and ease of integration between our two locations. The same office staff supports both locations, and GoTo makes it easy to differentiate the locations based on the number they called.

The GoTo team has already reached out to me for user studies more than once, even though we've been a client for less than a year. I appreciate their eagerness to improve and listen to customer feedback.

One of the primary reasons I chose GoTo was because it was clear that the system could grow with our business. There's a whole set of customer management features that I'm looking forward to rolling out as soon as our growth warrants it.

Rachael Brandt was absolutely FABULOUS as we had an online session to discuss all that GoTo does for my organization! GoTo has made sending and receiving phone calls, text, and video so much easier than other platforms our company has evaluated. So much better than RingCentral. So much better than Nextiva. So much easier to use than Ooma, and better customer support!

Wish I had read reviews of this company before our church signed up for a contract. Technical support is non-existent, the billing system is horrible and they billed for the wrong number of licenses for months. They refuse to credit billing for equipment that was returned because their "distribution center" claims the packaging was damaged (they provided the RMA and insured shipping label for their shipper of choice), yet they can't provide ANY documentation to support the charges to me. I won't be renewing at the end of our term. Hopefully the problems I see others having with canceling service won't be an issue.

Today, one of our departments received an unsolicited call from a so-called GoTo Connect "representative". She deceitfully claimed she was "following up on a recent conversation with the IT department" — a conversation that never happened.

As the Managing Systems Administrator, I’m well aware of our business contacts. Although I didn’t recognize the name or company, I accepted the call — we are a team of four, after all, and I wanted to be sure. It quickly became clear that the caller had never spoken to anyone here. Her goal was simple: deceive her way past the front line.

And it gets worse.

Our phone system presents external callers with a menu of six department options. Instead of honestly contacting reception, Janet deliberately pressed 2 — Travel — presumably hoping that department wouldn’t verify her story and would simply patch her through. She deliberately avoided reception, likely because she knew she’d be vetted. This wasn’t a misunderstanding; it was a calculated and dishonest tactic.

Frankly, I have zero interest in whatever product GoTo Connect claims to offer. As I told their representative, any company that resorts to deception as a standard sales tactic instantly disqualifies itself from serious consideration. Trust, transparency, and respect are the baseline expectations, GoTo Connect shattered them before even introducing themselves properly.

Shame on you, GoTo Connect. Your practices are not only unprofessional — they are an embarrassment to your brand.

Awful rip off. They make it impossible to get pre vetted. Adding new requirements each time to add to terms and conditions on the website. And they deny you and then bill you. Each time! Awful

STAY FAR AWAY FROM THESE THIEVES!!!

I am blown away by the blatant thievery from goto, i switched services in January after 5 years with goto with no issues, it took weeks with many delays to port my number to my new service. Instead of trying to win my business back, the charged me for another month. I disputed with the customer service team and eventually gave up, but then I was charged again in February, and March. So i decided to make sure to get email proof, which I have, that my account was cancelled, and I will not be charged again. It's now April and not only was I charged, but I was charged twice!!!!! This is unbelievable, and the absolute worst attempt at customer retention I have ever seen.

I am now happily with another service (dialpad) at a fraction of the cost, i paid $130 for the year as opposed to goto's $65 per month!!! for a better service, a better product, with better customer service.

Avoid goto at all costs, never mind a 1-star review, they should be shut down and persecuted.

I sold my business and attempted to cancel my service after they billed me over $700 for the next year. They bill annually. They refuse to give me any credit at all! Therefore, I will be filing complaints with the BBB and stop selling their subscriptions for my customers and will NEVER buy another gotocompany product again.

I've used GoTo for the past year and they've been fine to deal with until last week. They sent me an email stating that I signed up and am being charged for an extra service and showed my signature on some sort of agreement. I have not received or signed any agreement. I've been emailing them every day for the past 7 days and they haven't responded. I find it eggregious that they refuse to answer my emails, especially over a matter this important.

We used LogmeinPro for years and Logmein before that. We renewed our subscription in October 2024, but sold the business shortly after that in November.

When we called for a prorated refund for the remainder of the term, we were told that it is the company's written policy to fulfill the contract for the remainder of the subscription period, despite the fact that there was no business left to service!

We ran a multimillion dollar successful small business for 30 years before selling it, and our motto was the customer is always right. My managerial and customer service staff was told that sometimes you make decisions that are right for the customer and right for the business, even if those decisions don't fall within your written guidelines.

What a stupid, myopic business decision to not refund the unused portion of a service when a customer's business no longer exists. When a customer sells a business, and obviously no longer
has a need for the service, this should be an exception to the rules. A supervisor should be empowered and have the option to make an exception in a case like this, as a gesture of goodwill and good business sense and ethics. Isn't this what is taught in Management 101? Come on GoTo!

In addition, I was kept on the line for half an hour while our account was being verified, only for the CSR to tell me that the company's policy is no refunds, period. He could have explained that at the very beginning of the call, as I stated my reason for calling immediately...which added insult to injury. Believe it or not, after all this, the CSR then asked if I wanted to cancel the automatic subscription renewal for succeeding years, for our company that no longer existed. What???

I am writing this review to tell any prospective customers to stay miles away from this company. If they treat a long-time customer this way, what other business un-friendly policies might they have. Terrible, terrible disrespectful business decision for a customer of over 20 years. For the sake of a few hundred dollars, this policy now stands to lose them thousands of dollars as the word gets out. Would you work for or use a company that treats their best, long-term customers like this?

I was a customer for six years but decided to make a change due to repeated poor customer service in the last few years. I reached out to cancel my service in 2024 days before time but received no contact until after I was charged. Then upon "terms of the agreement' nothing was done. No contact was made between us for another year until my card was charged a second time with no prior communication. This, again after the fact they have assured me they have canceled the account, and now it's in writing. However, again per "terms of the agreement" no prorated refund.

Terrible customer service, if even possible to go trough their AI who know nothing.

BEWARE! You will not receive notification of upcoming subscription renewal. They will not refund the renewal amount even if contacting them the day after your renewal for UNUSED SERVICES! Sketchy business practices.

I can't speak to the quality of the product, however, the customer service and business ethics of the company are sketchy at best. We had an annual subscription that auto renewed on us without prior notification. When the invoice came we notified the company that we no longer needed the service and would like to cancel the subscription. Technically and according to the contract, we needed to notify the prior to the end of the annual subscription of our desire to terminate the contract. We acknowledged that we had missed that deadline and offered to pay the prorated amount for the time that had gone over the previous contract, but they have refused and are requiring that we pay for the full one year subscription that will go complete unused. While they are technically within their rights to do this according to their terms, this does show a complete lack of business ethics and integrity. We we not use their services again and would advise others against using their services.

CAUTION:
Unauthorized GOTO monthly charges to my credit after cancellation of GOTO monthly subscription,

After having reviewed my 1st 2025 credit card monthly statement, I discovered a GOTO monthly subscription charge for a GOTO subscription I cancelled Oct 2024.

I called GOTO who verified my identity by asking about my credit card's last 4 digits, address, etc.

I was then connected with GOTO Support where I complained about GOTO's after subscription cancellation. GOTO Support told me GOTO has "no record of any GOTO billings to me" and that "someone else" pretending to be GOTO was billing me. That I should cancel that particular credit card.

Few days later I receive an email from GOTO Support. This email informs me that GOTO records show that the GOTO was subscription cancelled Oct 2024, but that GOTO has no record of billing me. Interesting.

I called my credit card's bank to ask the bank to cancel my credit card and to register a complaint about GOTO's 4 months of after cancellation monthly charges.

Most recently, GOTO Support sent me an email informing me that with regards to my complaint about GOTO monthly charges that all GOTO billings are "final". Lastly, that if I need further assistant to respond to GOTO Support's email.

In short, GOTO monthly subscription billing are final even after GOTO subscription cancellation.