The customer service is awful. We have not used this service in years, they are trying to charge us without a refund for an entire year.

I will never use their services again.

GoTo Connect is hands down the most useless, dishonest company I’ve ever dealt with. They couldn’t even manage to set up my account or activate my service, yet they were lightning-fast to charge my credit card for something I couldn’t use. No welcome call, no setup, no access — nothing but bills.

When I tried to cancel, they hid behind some bogus “contract” even though I never once had a working account. They literally told me they were going to keep charging me for a service that never existed. Unreal.

Their support team is a black hole of incompetence — endless hold times, scripted apologies, and zero actual help. Every “manager” promises to call you back, but none of them ever do. The only way I finally stopped the bleeding was by canceling my card so they couldn’t keep stealing from me.

GoTo Connect should rename itself “GoTo Disconnect” because that’s all you’ll get — disconnected phones, disconnected support, and disconnected ethics.

Run. Don’t walk. Run the other way. There are a thousand better companies out there that actually deliver what they sell.

Wir nutzen GoToWebinar im Unternehmen - warum, verstehe ich nicht. Das Interface ist veraltet und wenig intuitiv. Man muss viel suchen und mit Workarounds arbeiten, damit die Dinge so funktionieren wie gewünscht.
Was mich jetzt zur leider negativen Bewertung bewogen hat: Wir hatten vor, eine Webinar-Aufnahmen im Nachgang an die Kursteilnehmenden zu senden. Leider kam es nicht dazu. Denn entgegen der vorgenommenen Einstellung wurde die Aufnahme schon zu Beginn des Calls gestartet - und Abgebrochen, als wir die Aufnahme offiziell starten wollten. Schade, wenn man sich nicht auf die vorgenommenen Einstellungen verlassen kann. So ist uns wertvoller Content einfach verloren gegangen.
Leider treffe ich keine Kaufentscheidungen hier im Haus aber wenn es nach mir ginge, würden wir keine Webinare mehr mit Goto durchführen.

GoTo has been essential and key to our company's growth, both external and internal! GoTo never fails to amaze us with its advancements. Our Custom Success Rep, Rachel, is absolutely fantastic and always makes this happen for our team. We never have to worry about not getting a response. GoTo is amazing at following up and even taking ideas and suggestions back to help us continue improving! GoTo has taken us and our clients to another level.

Buyer beware. This company uses a very misleading billing system. You may believe you are signing up for a month-to-month plan, but when you try to cancel, you’ll discover it’s actually some type of annual contract disguised as monthly billing. On top of that, canceling is intentionally difficult. Instead of offering a simple online cancellation option, they force you to call in, sit on hold, and go through unnecessary hassle just to close your account.

Hello! It was a very straightforward process, easy to follow. I looked up "Contact GoTo Support", was led to the contact page/form, I filled in the details of my issue and submitted the form, then called the number provided, putting in my case number. I didn't expect it to be addressed right then and there but it was and the issue was resolved right away. The support people I got directed to have a system they follow, so all good. Julio was very respectful and knowledgeable, immediately found the source of the issue during the remote access, so it's nice. Also great I didn't have to explain my issue too much. Julio also explained what caused the issue after it was resolved, which is very appreciated. Now I can avoid getting in trouble for the same thing next time and learn a little bit more about the system I work with everyday. Thanks again!

NO NOTICE OF RENEWAL. RANDOM LARGE BILL, NO SERVICE EVER USED.
Company: GoTo / “GoToConnect”
Amount: $377.98 (posted ~2:33 AM ET on Aug 28, 2025)
My location: Ohio
Issue: Unauthorized, auto-renewed subscription; no prior notice; refusal to refund within ~6 hours

What happened (facts):

I woke up to a $377.98 charge for “Pro For Individuals – Upfront (Annual)” from GoTo.

I never used this service, never knowingly enrolled, and received no renewal notice.

I called the number given by GoTo/chat support the same morning (~6 hours after the charge) and was told “no refunds.”

I still do not know what product I’m supposedly subscribed to; the email mentions “GoTo/GoToConnect.”

This is an unauthorized charge for a service I never used.

Why this violates Ohio & federal law (legal basis):

Ohio Consumer Sales Practices Act (OCSPA). It’s an unfair or deceptive act or practice to charge a consumer in connection with a consumer transaction without clear consent or disclosure. OCSPA prohibits unfair or deceptive acts before, during, or after the transaction (R.C. 1345.02(A)), and bars unconscionable practices like imposing one-sided terms or refusing refunds without justification (R.C. 1345.03). Consumers can rescind and recover damages for violations (R.C. 1345.09).

FTC “negative-option”/subscription standards. For subscriptions sold online, federal law requires clear, conspicuous disclosures, express informed consent, and simple cancellation; failing these can be an unfair or deceptive practice under Section 5 and violates the FTC’s Negative-Option/ROSCA framework.

Immediate full refund of $377.98 and written confirmation that all recurring billing is canceled.

If GoTo relies on an auto-renewal, provide the renewal notice they claim to have sent and the cancellation path they require.

I am filing this complaint so the Ohio AG can investigate and stop these practices. I will also dispute the charge with my card issuer under FCBA/Reg E.

I've been using GoTo for nearly a year, and it provides a stable connection with all apps and settings working perfectly. Highly recommended.

Excellent onboarding and very easy system to use , Support was provided but not needed . Our account manager was always on hand to help with any questions

Not impressed with lack of transparency to subscribers that need to cancel. Found no area on the GOTO site where you can cancel your subscription. So I logged in a ticket for help. The offshore customer service rep I called said they do not have an option on the site to unsubscribe. Sure, you can add more users, more services. But forget trying to cancel online. For that, you have to call their business office.

Don't bother with other phone systems, start with the best, stay with the best. Great value and even better service. Hands down, top dog. Great product and excellent support humans.

GoTo Mgmt: Take a Year vacation, then come back, and you will see that things are better without you.

Jive was better before you got involved. LEAVE JIVE TECH SUPPORT ALONE! LEAVE THE JIVE PORTAL ALONE! You are only making things worse!!!!!!!!!!!!!!!!!!!!!!!!!!!

Goto.com shut our phone service off after they went through a system conversion that disabled their payment portal. I contacted their customer service department, and it took them 45 minutes to enter my payment. Their response was 'We sent you an email.'

I would be very hesitant when selecting this company.

Mi experiencia con Goto Connect ha sido, sin exagerar, una de las peores que he tenido con un proveedor de servicios empresariales. Desde el inicio todo fue confuso y poco transparente. Los contratos parecen diseñados para confundir, no informar. Ofrecen promesas atractivas que no cumplen una vez que firmas.

La calidad de las llamadas es desastrosa. Cortes constantes, audio entrecortado, llamadas que se desconectan sin razón. Para una empresa que se supone ofrece soluciones de comunicación profesional, esto es simplemente inaceptable.

Lo peor es que mes tras mes llegan facturas con conceptos poco claros, cargos adicionales que jamás se mencionaron y montos que no se entienden. Literalmente tienes que pelear cada factura. Se siente como si su modelo de negocio dependiera de que los clientes no se den cuenta de los cobros indebidos.

Y como si todo eso no fuera suficiente, el trato del personal de soporte es vergonzoso. En especial una persona llamada Ligia, quien nos atendió por teléfono con una actitud altamente grosera, condescendiente y sin ningún sentido de atención al cliente. En vez de ayudar, parece que está ahí para hacerte sentir culpable por tener un problema.

En resumen: promesas falsas, mala calidad, facturación dudosa y atención prepotente. No lo recomiendo bajo ninguna circunstancia. Si estás buscando un servicio confiable, sigue buscando. Este no es el camino.

As a long time customer with Go to connect, I am cancelling their service this coming week. Tired of bot calls every day and night. It’s annoying

Been with the GO TO Phone System for over 7 months as a multi-franchised Automotive Dealer Group. Having used many phone systems over the past 35 years, GO TO has a great product. Easy to configure, simple to roll-out and GO TO is constantly enhancing their software to meet all of our customer and business needs. Great support, too!

The company is absolutely garbage. To start, the customer service is non existent. The onboarding was laughable at best. My phone is constantly dropping calls, static noise, and no service intermittent throughout the day. The calls dont forward like they are supposed to. The worst part is that, after they sent me faulty phones that wouldn't show my SSID, I had the exchange them for new ones. I sent the defective phones in for return exactly how I received them with all of the plastic still on them, and allegedly the receiving department claims that the phones had scratches on the screen. Now I find it extremely concerning considering that they claim both phones had the exact same damage, considering I never removed the protective film from the phones, and that they claim both phones had the exact same damage. Go anywhere else with your business, because this company is fraudulent and deceptive. It is an absolute nightmare to deal with, and instead of provide a decent service they would rather steal from you.

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.