Reviews

Review Details

• Review fromEric T

  Date: 10/24/2024

  1 star
  I'd give zero if I could. Do not use these people for anything. Very mean customer service and charging me for a service I don't need and can't afford!I canceled service and they delayed getting back to me on purpose to let the contract date lapse. Multiple times I called I was put on eternal hold and then often a call would magically drop.They offered a smaller number of licenses (1 total) when I wanted to cancel and then they renewed me to a full 12 months more and refused to honor their offer to downgrade and are forcing me to pay for a service we do not use. They did not tell me we needed a 30 day cancelation notice until after they forced a one year renewal on our account without telling me.Customer service has been nasty and arrogant with flippant "thank you for your feedback" answers and attitude emails.Initially I thought this product was good, but the way they treat people, with no compassion or assistance is terrible. Use anything but these people. They are very cold and cruel.
  

  GoTo Technologies USA, LLC

  Date: 10/28/2024

  Thank you for your candid review. We pride ourselves in providing excellent customer experiences, and it was difficult to read that this was not your experience. We'd love the opportunity to assist you and look into your previous experience. Please reach back out to us so we can make this right. 

• Review fromCameron M

  Date: 10/17/2024

  1 star
  Have been with GoToConnect for a little over (6) weeks for phone service. We have been de-activated due to a billing error (we had 5 free months and they only entered 1 free month by accident and assumed we were past due on our account). A week later we were as offline due to a technical error on 10/14 for over (4) hours and were not able to receive or make calls- along with most of their customers. Today I called support, was transferred (6) times and on hold for an hour and a half, with no acknowledgement that I was even on hold, and still on the line. They de-activated a paid GoToAssist account- that was paid through 11/9/2024 and somehow de-activated that account as well "by accident". Now they are saying it will be 24 hours or more before they can get it working again. So twice- paid service was de-activated due to a billing errors- without notifications that were were being disconnected- even though it was not our issue in the first place. A (4) hour outage platform wide, where our company could not call out or call in- no apology, no explanation, no solution to keep it from happening again. All this in (6) weeks of NEW service. Makes a great impression.
  

  GoTo Technologies USA, LLC

  Date: 10/22/2024

  *******,We apologize for the issues you experienced. We have resolved all of your issues and will be reviewing our processes and procedures to ensure we don't repeat the mistakes made here. Please reach out to our support team if there is anything else we can do for ******** regards,GoTo

• Review fromKarely P

  Date: 05/29/2024

  1 star
  I was sold a fake product since the number was not functional and they refused to process my payment despite multiple attempts. This caused significant inconvenience and financial loss to my business.Do NOT use Grasshopper phone numbers. They sell phone numbers not available, this is false advertisement.

• Review fromShahzad Y

  Date: 05/13/2024

  1 star
  Poor customer service and overbilling problems with this vendor!GoTo has been overcharging us $75 per month for the past couple of years. We corrected this issue with them back in 2021 and they provided us with a partial refund. We thought the issue was over. However, when we reviewed their new invoices, it seems that they had restarted overbilling us. When we contacted their support team, they "rudely" stated that "they can not refund us any money for prior months because it is not part of their terms and conditions"!

• Review fromLane H

  Date: 04/02/2024

  1 star
  Worst product and customer support ever. Horrible implementation issues. We have not received a fax in 3 weeks and our business relies on it. All GOTO says is its not our fault. When we have the issue escalated they see its their fault and rather than fix it... 3 times now.. escalate, disconnect, then we get a call back to start the process from the beginning. 3 weeks and going.

• Review fromKenneth E

  Date: 11/22/2023

  1 star
  This company needs its accredited title revoked immediately. They revoke access to devices lawfully purchased and refuse to remove MDM because they know they can extort customers into paying more or worse.They're basically legally allowed ransomware criminals and they need to be seen for what they are.
  

  GoTo Technologies USA, LLC

  Date: 11/27/2023

  We would love to assist you, and have reached out previously to gather more information. Could you please contact our support organization at **************? Thank you and we look forward to assisting you. 
  

  GoTo Technologies USA, LLC

  Date: 12/04/2023

  ****************** is not a customer of **********************. As it has been explained to him by our legal team, ****************** purchased a laptop via **** that was stolen from GoTo. Due to security concerns, GoTo is unwilling to unlock the device and is attempting to recover its stolen property.

• Review fromJason B

  Date: 11/21/2023

  1 star
  It is probably the worst customer service I have ever experienced. After reading BBB reviews, it all makes sense now. They do not want to help the customer at all. I submitted a support ticket on November 3, 2023. I then resent another ticket, letting them know I would go to the BBB. I finally got one response from an agent apologizing for the delay and that they would be taking responsibility for the account. I emailed back, and still no response. 18 days and counting. Goto, get better!

• Review fromR. E

  Date: 11/08/2023

  1 star
  They are at it again. The thieves. I cancelled my account in August and they owed me well over $100, of which they never paid. Now they are billing my credit card for less than a dollar. Now imagine if they did this to all current and past customer. They are nothing but thieves and money grubbers. Shame on them.

• Review fromMarty B

  Date: 10/02/2023

  1 star
  Called several companies and ended up working with a broker and we dealt with GOTO directly. signed up for service. have conversations that we wouldn't be under any contracts and they could do what we wanted. so all good.... after paying a few months of over $225 a month we still didn't have a working solution nor ever used any services they provided. we reached out to cancel at that point and ask for our money back. they stated we were under a contract but ultimately said they were doing us a favor and let us out of it but wouldn't ever refund the bills we had paid. they can look at all emails/calls/communications and know we were never able to use the service but still refused to refund us. stay away.

• Review fromJody S

  Date: 09/28/2023

  1 star
  If I could put no stars that would be the best option. We purchased this for an enterprise level account and for a multi-year purchase. It got hacked. We asked in meetings and in writing since January 2023 to cancel the account. In July I started weekly written requests to the go To and LogMeIn USA enterprise sales team, support team, AR team, billing department. Spoiler alert, it is now Sept 28, 2023 they still haven't canceled out account and we refuse to pay the invoices. I called their billing **** and it took 1.5 hours to reach a human, and even then there was no resolution. The enterprise account manager responded to the emails saying his team would get to it and provide some resolution. There has been zero resolution, but we are still fighting the good fight. Now I'm reaching out daily instead of weekly until this is truly canceled.