GoTo Avis 183

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.

Things have really gone down hill since Jive was acquired by GoTo. Contacting support is a chore. You no longer have the option to email.

Edit to add:
The URL provided in the reply from GoTo does not allow you to email support. It allows you to fill out a form and then directs you to call support.

former logmein hamachi.

Impossible to contact support or you get automated rejection request.
Impossible to delete your account. Shame on this company

I had asked multiple times to cancel my subscription and there's never a reply. I even removed my credit card information off the platform and still getting billed. Support sucks and the platform is not user friendly at all.

The whole transition was so incredible and quick.

I was given the most patient person, he did not make me feel rushed or not important and solved all my needs in re - doing my company after hours recorded message.

It is not currently letting me log in.

I was told there would only be a charge per user and that my office phones devices would not be charged to activate as shared devices. My surprise our first bill was over 6 times larger than the price quoted and I was then told that the 3 phones, 2 ATAs and both users incurred the charges. To remove the devices would get us down to the quoted price. Looking to port my numbers out as soon as possible. A competitor has offered activation for all devices at the original rate that GoTo quoted. GoTo Customer service was absolutely terrible and did not offer to fix the problem.

Constant reloading. Calls not going through.

We have only been with GoToConnect for a little over a month and have now experienced two business disruptions. The first was a billing error on GoTo's part for only giving us (1) month of free service instead of (5) per our contract. The resulting billing error resulted in a de-activation of service for (4) business hours and impacted our business adversely. Then on 10/14, the GoTo platform experienced an outage for over (4) hours of business hours, where we had no incoming or outgoing calls. This does not reflect positively for GoTo's ability to deliver what is promised and discussed in the sales process for 95% uptime, considering we have had (2) interruptions of service in less than 40 days that severely impacted our business that depends on phone service for customer interaction.

Sergio was extremely helpful and kind. He took his time to explain the problem and followed up multiple times keeping me in the loop with the maintenance to the phone system

NOTHING BUT PROBLEMS. EFAX EMAIL HAS BEEN SCREWED UP TWICE AND THE REPS EXCUSE IS "CREATE A NEW ONE" INSTEAD OF FIXING THE PROBLEM WHEN IT IS A GOTO PROBLEM

This company allowed our call system to be high jacked and is making us instead of the crooks prove we own it. Use Ring Central or someone else GOTO is worhthless

We have been out of telephone service all day today, 10/14/24.

Can't configure my microphone or external speakers. Going to cancel my subscription...