I am very disappointed in the customer service I h...

I am very disappointed in the customer service I have received from Gather. For a company that is working strategically with hospitality businesses I can't believe how disconnected, disorganized and seemingly shady their sales practices are. The software is great! I found it simple to use, helpful with creating BEOS and leveraging team communication was awesome. They just made some huge mistakes that made me feel like it was a bait and switch and then dealing with trying to get everything sorted out has been immensely time consuming.

At the beginning they charged us incorrectly and the contracts weren't filled out right -- it was a bit of a flag but I let it go since they were a new team. It really started going downhill when they introduced a program mid-contract without giving us any opt-in or opt-out option. When they introduced their partnership program they didn't let us know about it in any form of communication (no email, no call, no update to contract). We only figured it out after seeing random $200+ charges that were not preauthorized. When I called to inquire, they "must have missed us" when calling to inform of the new partnership program with Yelp. We were paying for leads that were literally parties of 6-8 looking for regular reservations! I was really bummed out by the way they handled this whole transition and process. We were eventuallly reimbursed after numerous phone calls and emails. My success manager never sent us the copy of the digital contract we signed saying we authorized the transactions.

Gather Billing authorized our credit card a total of four times without our permission or having permission to do so in our contract. It was very unprofessional how it was handled. I have spent hours on the phone and tracking down emails because we have been through three 'Success Managers' and Customer Service has zero access to contracts to answer any in depth questions. There is no direct line to contact success managers and when an issue arises they just ignore it and prioritize their sales. I had let Gather know three months before our contract ended that I would like to discontinue their service (sadly, even though I found it useful at one of our restaurants). Sure enough, we saw another unauthorized charge and I have now been emailing to get it cleared up. I have called over fifteen times to try to get our account cancelled. They just provide vague responses and often say that the billing team is out for the day. I have no idea what is going on there but it really comes across like an unprofessional team that is only focused on new customer acquisition and shady bait and switch program rollouts.