GoTo Reviews 183

Absolutely terrible experience! We ere about to migrate from Vested Networks over to GoTo Connect simply for their ability to introduce Call Waiting Commercial and a couple of other features that were presented to our owner. Not only did they send us incredibly old phones without any inquiry of what we were already using, but We literally couldn't get through onboarding due to the lack of responsiveness. This company continued to automatically bill and since we couldn't access the account payment option in the portal we could't remove the payment option. Since then it's taken almost two months to try and get someone to cancel this service and provide a refund. I've been waiting on a response for three weeks from their "Leadership" team to follow up after this was escalated to them which further validates the lack of customer and account management. When someone takes your money without fulfilling services that is as fraudulent as it gets! Do not do business with this company. 10 out of 10 we do not recommend.

If I could give it zero stars I would. They are quick to take your money and you have to chase them for a response. The SMS campaign that was the main reason I signed up never worked. Numerous emails and phone calls and not one person could help. Each person would say Oh I'm so sorry, let me transfer you to XYZ. Guess what? XYZ could not help. Same story. I decided that I do not have idle time to be going back and forth with reps that could clearly not solve my issue so I decide to use the company that my other business uses- Quo (Formerly Open Phone). The experience is night and day.
What really pissed me off is that GoTo is still charging me for a service that never worked. We used the call feature for a month but the call feature was useless without the SMS Campaign so it serves me no purpose.
They are telling me now that I need to buy out of a service that NEVER WORKED to begin with. The buyout amount is $234.00. My mind is blown. All they care about is the money. Lack of customer skills. I'm truly disgusted. Wish I read the reviews before diving in.

1- terrible service made complicated for nothing
2-getting support is a massive hastle
3-to actually speak to a human takes a lot of effort
4-i havent used the service in 13 months and got billed for the new year subscription. it started 11 days ago and they wont refund the amount so now ive gotta pay a full year.
5-the customer service agents once joined is worse then speaknig to a brick wall.

truly unbelievably bad service and company.
Please use any other service you can find

This company provided me with a service that I can only describe as a scam. They sold me a line and offered me terms and conditions that were never properly explained to me. The salesperson was completely dishonest, and they had me sign a contract just to deceive me. On top of that, they refuse to issue a refund and won't cancel the service either.

Patient, proactive assistance in problem solving.

Canceling is a nightmare. We canceled 2 days into the month and were told that we must provide 30 days notice so we had to pay for the current full month AND the next month since it would cancel two days into it. OH and their system CANNOT prorate. Even though their website says it will. We are putting men (and women) on a spaceship and flying them around the moon. Prorating a bill? IMPOSSIBLE! We immediately canceled all users but one to maintain access, and they still billed a full month with over 30 users. This company intentionally tries to over charge in hopes that someone else will let it slip by.

⭐ 1/5 — Buyer Beware: Deceptive Billing and Poor Customer Service

We are a Title I school that used GoTo's service for over 10 years. When we decided to move on, we called to port out our phone numbers and cancel our account — both requests made in the same call. What followed was a frustrating and frankly unacceptable experience.

After our cancellation call, GoTo sent a follow-up email stating we would need to call again to complete the cancellation. I told them to pull the call recording — it is clear that I asked to cancel our service. They know we called. This tactic of following up with an email requiring yet another call is a deliberate strategy to make parting ways as cumbersome as possible, and it should not be used to justify charging a customer who already did everything right.

We are now being billed for several months of service we have not used, simply because we didn't make a second call that should never have been required in the first place. For a Title I school operating on a tight budget, this is completely unacceptable.

Their billing system is misleading, their cancellation process is intentionally designed to trap customers, and they do not stand behind long-term relationships. We have since found the same service elsewhere with free phones at half the monthly cost. We should have made the switch sooner.

Do not do business with this company.

DO NOT EVER USE THIS SHIPPER!! I had a gift sent to my niece for her new baby and they sent it back to the seller saying no such address!! I have sent things to her before with no problem!

This company is terrible. We have never been able to answer ANY calls that were forwarded to our personal numbers. All of the calls were dropped as soon as we answered. Because of this, we now have to order new business cards, car magnets, and other things that we put this shitty phone number on. DO NOT USE GRASSHOPPER PHONE SERVICE.

Very patient and knowledgeable with a great customer service attitude!

Terrible experience. Hosted an important meeting, tested everything 100 times beforehand ....during the meeting scresnharing didn't work. Should have done google Meet

I ordered and paid for a 100% cashmere shirt. I got a 0% cashmere and 100% polyester shirt.
The tag on the shirt SAID 100% polyester. The listing was clear: 100% cashmere.
Fraud.

They renewed a subscription to my account without advance notice. I called immediately upon receiving the invoice and the billing representative I spoke with refused to reverse the charge.

They should be providing advance notice that the subscription is renewing. They actually require 30 days' notice to cancel the contract term, which is ridiculous!! Not only that, they used my old credit card number which had been replaced so they had trouble verifying if the account was mine.

I am a current customer of GoTo and have thier Voip system in 6 store locations. AVOID this company! I listened to thier sales person when I was wanting to upgrade our phone systems. Purchased thier phone system, which is 3 party phones that you have to self install and trouble shoot for the most part. Thier tech support will attempt to help from South America, but you will not have any local support. The sales person and two other contacts left Goto during out set up and install period. After 8 monts of working out the bugs, and work arounds for not being able to port over our phone numbers, as we were told we could, we finally had the system mostly working. A few years later we sold two locations and I have been working for 2 months trying to get the locations transfered to the new owners, GoTo's staff can not seem to figure out how to do that. I've talked to tech support, billing, and sales and they either point to another department and say to talk to them or do not respond. I get Auto follow up emails asking if the problem is resolved and say NO and then it starts over again. I'm not sure if they're just usuing poorly trained AI or people but it's been a misserable experiance to work with this company. The only thing they have going for them is that most other phone companies like Zipply Fiber are terrible too. The Goto Voip system works well once you set it all up, but everything else is so bad with this company that you should avoid them.

Our contract ended in November 2025, yet we are still trying to cancel our account and stop ongoing charges to our credit card.

The equipment payment plan was also fully paid out in November, however instalments are still being deducted. Despite multiple attempts to resolve this, the process has been unnecessarily difficult and frustrating.

We have now been advised that we need to deal with someone in Germany to finalise the cancellation, which seems completely unreasonable given we entered into the agreement locally.

This has been a very disappointing experience. What should have been a straightforward cancellation has turned into an ongoing, time-consuming and expensive issue

GoTo.com is a nightmare. Do not ever use this company because you will never be able to get rid of it. The billing practices of this company are criminal. There is no way to cancel your service for this worthless company. There is no advance notice before debiting our credit card. The woman who I worked with refused to cancel our service. There cannot be anything legal about this. I had to wait an hour to speak with someone who belligerently refused to help me. We're busy at our company and it takes time to deal with these problems and I really have no patience for a company whose product is ripping people off. We thought that we could end this by changing our business bank card but no - they found a backdoor method to the card though the Apple Wallet and are still billing us - for nothing! How is this freaking legal? Run as fast as you can from this company. Instead of calling the company GoTo, they should call it GotYou.

Like other complaints, they charged me for a one-year renewal without advance notice, and when u git in touch, I was told that there is a "no-refund" policy. I called to request a refund on the same day that they notified me, via email, that they were charging me for another year.

There was no advance notice; they notified me after the charge was put through.

This is completely unacceptable, and unethical.

They should be ashamed. A terrible experience, and a terrible company.

Having a human help us when we reach out is great. The people who help actually know the product inside and out! They are not reading from a script and giving unrelated answers. They are patient, knowledgeable and friendly. Very easy to understand and work with. They ask the right questions and provide direct, accurate answers. We've been very, very happy with the goto phone system and their support. From start to finish there were zero issues. Everything was deployed on time, just as they promised. We're very pleased!

They have great customer service!
I left Ring Central for poor customer service, horrible contracts, and very difficult to use system.

GoTo has all the funcitons, and when I run into a problem, they are always just a call away.

The worst customer service ever. During our company transition, our payment was delayed for two months. We completed the payment and apologized, but immediately afterward we discovered that our company number, which we’ve used for 15 years, was no longer working.

We opened a case (#22323757), but it was closed without any explanation or communication. Because of this poor service, we decided to transfer the number to a new provider—and only then were we told it had been deactivated or suspended, without any notice.
On their line again for over an hour now. I have screenshots for the record, but still no proper answer—they just keep transferring me from one person to another, making me explain everything from the beginning and saying that all their departments are closed at the moment as based in the US.
Do not use this company if you value your business, time, and energy—they are a complete waste.