Grasshopper has A LOT of information and sometimes I get overwhelmed with reading through all the instructions. I find it easier to call. I appreciate that. I have the option to use the bot or call and speak to a human every time that I call and speak to a human they understand me I understand them and my issue was resolved or questions have always been answered. So far I have been with them for almost 2 years and I love their customer service.

1) not on hold forever - this was a great start
2) communicated well - I knew what he was doing
3) got the Job Done - the most important part

Should have read the reviews before I purchased. We originally got GoToWeb to host our webinars, but 3 hours into the month-to-month contract we signed, we realized it did not do what the sales rep, Hector Yanez, had promised us. I asked him to cancel our plan immediately and issue a refund, and he confirmed via email that it was done and that I should see the refund processed shortly.
A month later, we were charged $ 1,000+ for the entire year, and after reviewing our billing, we realized we had never been refunded for the first month.
I reached back out to Hector and GoTo billing support, and both of them made empty promises that they were looking into it and that a resolution should be available within 48 hours, maybe longer.
That was 5 days ago, and I still have not received a refund. Plus I cannot access the service that I apparently paid a full year for.

They told us they were going to give us a demo, we signed what we thought was for the demo and it was a contract for 2 years and we couldn't cancel or reduce the amount of users. The terms and conditions were on their website only not on the document we signed. Worst service ever, bad customer service as well is really hard to get someone to assist, they transfer you without a resolution

I contacted support with several specific questions, but instead of addressing them, I received essentially the same generic response I'd already been given. My questions were left unanswered, and there was no attempt to explain why they couldn't be addressed or to escalate my case to someone who could help.

I also spoke with a support agent over the phone, and the interaction was very disappointing. The agent came across as smug and dismissive, and I felt as though they were talking down to me rather than trying to help. At one point, the agent laughed during the conversation, which I found unprofessional and disrespectful given that I was trying to resolve a legitimate issue.

I understand that there may be regional limitations to the support they can provide, but repeating a template response without responding to the rest of my inquiry—and the way I was treated during the phone call—left me with a very poor impression of the company's customer service.

After 18 years as a client, they rolled out a new platform that does not work. Their back-end engineers refuse to flag my account and re-enable the toggle switch on my dashboard, which would allow me to return to the legacy version. The new platform is worthless. In trying to resolve Case #22614914 I was hung up on multiple times.

Today I received a bill automatically renewing this service and the company will not refund our money. I was never sent over a bill to let me know it was renewing our contract. The woman Helen I spoke to was very Rude! They cancelling it for next year when today is day 1 of the contract.

We have been a client of LogMeIn, now GoTo, for many years. For a company that sells support software, they really have no idea about support. We have spent 3 weeks trying to resolve payment (their dd mandate setup is hopeless) and they just don't get back to you. We are trying to give them money and they can't be bothered. They are a joke of a company.

Go to as a company destroyed LogMeIn and LastPass. Their leadership decisions have driven customers away for years and always place profit over customers. I now take every opportunity I can get to tell it how it is. Everything they acquire will eventually go downhill, starting with the inevitable price increase. If I know GoTo is going to buy something, I say a death prayer and put it in my “Do Not Procure” list. If I interact with a vendor using any of the company’s products, I make it a point to tell them how using their products projects a negative image and offer them alternatives. I see they are not doing well financially right now. Hopefully GoTo is not long for this world…

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!