Complaints

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2022, one of my business partners inquired to service titan about software for our business. We received a demo from their sales team and asked about next steps. We were told we could put down a deposit of $1,500 and work on design would start in 12 weeks, as they were very busy. After multiple follow *** from the companies sales team as we weighed options, we signed up, being told by a rep that we could cancel if needed as long as no work had begun on the project as our main concern was if it was needed or not and we were on a time crunch. They advised the only stipulation would be that we would not receive any refund on the deposit if we cancelled, which was not an is***. We agreed and signed up. Three days after signing up, circumstances changed and we needed to cancel the contract as it would no longer be needed. We contacted service titan immediately and after speaking with several employees, we were told we could not cancel and would need to continue having them not only design the software, (still 3 months away from starting the design process) but also continue paying the full contract term after design. We informed them multiple times this would not be possible, and asked repeatedly to stop the process before it began. This went back and forth for weeks, arguing with them to cancel, with service titan even sending emails threatening us for canceling with our coordinates and personal information informing us they know where we are.Now, after not hearing from them for months, it is January 2023 and Service Titan is threatening to *** us over $13,500 in back monthly payments for a software that was never delivered, implemented, or used, and was canceled three months prior to creation! I also have received calls from a company C2C Resources on their behalf threatening me with a lawsuit over this dispute.My only request is for this business to never contact me again. We were lied to. They kept the deposit as agreed and I am not asking for that back.

  Business response

  01/24/2023

  ***************,
  
  Thank you for reaching out. We have included your number on a Do Not Call list, so you should not receive any more calls from ServiceTitan. Thank you.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Be careful! Sales pitch is wonderful but once you are in a contract customer service is absolutly the worst I have ever encountered. We contracted a consulting company that sold us on Service Titan and the customer service to get anything resolved is terrible. As a business using a program 100% of the time if you have a real time issue you need a real time resolve. You rarely can get a human being on the phone to call you back for anything at all. All issues are dragged out for weeks until you get a solution all over email or you need to schedule a zoom call next week with your CSM. Most promises are not kept. Terrible way to do business. I have had Service titan for over a year now, and we still have never used it due to so many issues. I will not go live since we can not work out the minor kinks. Furthermore, I am so afraid I will have a real problem, in real time, needing help from a real person immediately, and my experience's they fall short every time, I mean every time!! My customers will be the ones to suffer as well as possibly losing business and stressing out my staff. One of my worst decisions I have made in along time, and such a waste of time and money. I have been in business for over 20 years now and this experience trumps them all. I have brought this up with the company and expressed I want to cancel my contract. I asked for the price to cancel. They drug out getting back to me just to the point where as per there contract it automatically renewed! Now they say I owe another entire year to get out of the contract when I originally asked before this auto renewal. How convienant. They offerd a 2 month discount from the entire year as a gesture instead of saying sorry for your experience and just let us go! No Kooth when it comes to customer satifatction and all they care about is the money!

  Business response

  01/24/2023

  Hi *****, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 28th, 2022 we began an onboarding process with ServiceTitan. We were billed a little over $1,000.00 for the onboarding process alone. This is a 6 week training course and they promise to guide through and help you. Throughout the course you are to receive 1:1 meetings with your onboarder per week. The training alone just shows on overview of how the system works. This does not include importing any of your current client information, setting up your services, pricing for those services, etc. on week 2 they imported my client list only even though I provided numerous spreadsheets they chose not to import. The client list was incorrect, showing inactive within my active client list and ALL clients were shown a balance due which is also incorrect. We use QuickBooks for our accounting software that is always up to date. I made them aware of this many times and nobody reached out to correct this issue. Throughout the remainder of the course I reported to my onboarder that nothing on the software was accurate and that nobody was helping me. There is so much more to setting this system up and you need THEIR help to do it. I was told that they could pull our information from our current scheduling software, HindSite and our accounting software, QuickBooks and then import it. This was not true as they then made me *******-4 weeks in that I would have to manually input a majority of my services, pricing, and maintenance agreement information. Given the entire amount that we are contracted for their services, a grand yearly total of over $11,000., they should be importing most of your information. Approaching week 4, with no help provided to me to "Go Live" on January 5th... I made the decision for our company to terminate our contract early. Within the contract it states that if THEY do not fulfill their end, they have to work with you on the termination fee. They reported back to us they would like the entire remainder of the contract paid, over $11,000.

  Business response

  01/24/2023

  Hi *******, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been using serviced titan for 1 year. As most other people have complained we were promised that service titan could do everything we wanted it to do and more, it doesn't. We were also told there would be dedicated support person to help us with all of our needs. This person just kicked the can down the road and told us to contact someone else EVERY SINGLE TIME we asked for help. We decided to end our contract as of December 15 2022. I was told multiple times by multiple people that our contact would terminate. low and behold we were charged $1500 on December 19th for continuation of our contract. I have sent multiple email to service titan and have received no response. I want a refund of our $1500, confirmation of the termination of our contact, and removal of our bank account information from the website.

  Business response

  01/25/2023

  Hi ***********, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

  Customer response

  02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide a timeline for when this will be resolved.

  Business response

  02/23/2023

  Hi ***********, 

  We were able to review the case history on this matter. After being charged the December bill of $1531.60, you disputed the charge with your credit card company. The company ended up refunding that charge, so you did not actually pay for December. Accordingly, there is no amount to be refunded. 

  Finally, we confirm that the contract is terminated and you no longer are being billed. We hope this answers all of your questions. 

  Customer response

  03/20/2023

   
  Complaint: 19321954
  
  I am rejecting this response because:

  my bank refunded the money to me. But that doesn't mean the money was taken back from you. I would like confirmation that you refunded the bank the money because it is not your money to keep. 

  
  Sincerely,
  
  ***************************************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Two years ago a representative at ServiceTitan told me that their software didn't work for New Construction companies (which we are). Then in June of this year a sales person reached out to me and said the software was upgraded and now worked for New Construction companies. I signed up with ServiceTitan and started the 7 week onboarding process. It was very clear after the onboarding process that the software wouldn't work for us and ServiceTitan had lied about what features the software provided. They kept using the term "workaround". They would say I know this doesn't work the way it should but you can do these extra steps and it is basically the same. Which of course it's not the same. On top of that it was supposed to be all inclusive with Payroll but they kept delaying when payroll would start and eventually told that only 1 employee worked in the department and couldn't start payroll until October 7th. That is 14 weeks after the onboarding process started. I let them know the software didn't work for my company. I sat on many calls with multiple people articulating what was missing, trying to make the software work for me and the software just didn't have the capabilities. I told them I couldn't waste any more time and I couldn't use the software so I needed to cancel. It took ServiceTitan 22 days to let me know that I could cancel but I had to pay ****** + tax for a software I never used because it didn't do what I was told by the sales representative. It is bad enough the sales person lied about what the software can do but way worse that knowing this they still want ****** for something I never was able to use. Also, when ServiceTitan ported over my phone numbers they canceled my phone service with Cox in error. I had no phone system for over a week. I will never get the revenue back I lost from customers not being able to reach us.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/10/11) */ Hi *****, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am ok with the response that they need time to research. I am waiting to hear results of internal review. Business Response /* (4000, 9, 2022/11/10) */ We have come to a resolution directly with ********, so we anticipate that this case should be closed.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing ********************************************************************* Our experience has been similar to others. Service Titan promises its software will help enhance your business as well as promise that everything you are doing on your current field software you will be able to do and more. They promise they have dedicated success teams that are available to help with any issues you have at rapid pace. NONE is the case with them. They make you email and if you are lucky you may get a response the following day. We met with a customer success team manager 8/31/2022 via **** named ************** we explained all the issues we were having manly issues where we were not getting any response from their team members who are supposed to help us with our issues. ***** promised us he would escalate these issues and get back to us in a timely manner, ironically today 09/06/2022 he hasn't and they haven't responded to any emails we have sent in between that time. We are now forced to hire an attorney and are threatening them with legal action because the amount of money we are losing due to their lies and offering zero help and not responding to emails that we have sent them REPEATEDLY! Im sure they will give some generic answer they have given to almost every complaint filed on here so not expecting much from them. If you value your business I urge you to stay away from them changing over to this software has almost ruined my business which was thriving.

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/10/11) */ Hi ****, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/18/2022 a contract was entered into for a robust electronic system that would stream line accounting, customers, dispatching and more. The Service Titan program was sold as an all-encompassing contractor system that handled everything. Shortly after beginning the integration, I discovered that Service Titans fails to perform the in-depth accounting / reporting and that Service Titans requires the data to manually be imported and exported to a third party accounting system. The system is not all encompassing as**** Fuentes stated it was to obtain the contract. At the time, ******* was looking to have (1) all-encompassing program and this was expressed multiple times to**** the sales Rep. Needless to say, Service Titans is not all encompassing. Second - the contract states payments to be made monthly in advance through ACH. Due to fraud and past issues, ******* does not allow third party companies have open access to company bank accounts in any form or manner. This practice is in violation of our company policies and procedures. This was relayed to**** numerous times over the course of a week or so.**** & Service Titans failed to provide the accounting information to allow for me to perform ACH payments as stipulated in the contract and therefore breached their contract. The contract does not clearly address the ACH other then payments are to be made through ACH. Today,**** & Service Titans have attempted through emailed threat to collect a cancellation fee of $6,79455 or to be referred to collections through their legal team. In Summary, Service Titians fraudulently represented and induced this contract through misrepresentations. Additionally, Service Titan failed to provide banking information for ACH payments as written in their contract. Service Titans obtained a contract through fraud and then breached their contract by not providing banking information for payment.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2022/09/13) */ Hi ****, thank you for your feedback. We're sorry to hear about your experience, but we believe this issue has been resolved with you and you have been able to sign up for ACH. We value you as a customer and hope you can be successful on ServiceTitan! Consumer Response /* (3000, 7, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Service Titans response. While I made a concession to provide a bank account for Service Titan to initiate ACH withdraws, they have failed to perform. This further demonstrates Service Titans lack of understand / comprehension of how ACH payments work. Additionally, the Service Titan contract lanugage is vague and to this day they have failed to perform. Service Titan has failed to process the ACH payment as "their" contract stipulates. I have received (2) notifications that the payment has failed. The payment has failed because Service Titan continues to attempt to charge a credit card. These attempts violate and contradict the Service Titan contract that requires ACH payments. These attempts also undermine my good faith attempts to comply with the Service Ttitan contract and undermines all progress that I have made to resolve this issues. Lastly, during my on boarding training, the instructor stated that the ACH process is new and has created a lot of issues for everyone. As a company that is rolling out a new policy or procedure, it should have been beta tested and adjusted before implantation / execution! Service Titan has created an exceptionally poor customer service experience and cannot fulfill their contractual requirements. To date, Service Titan has failed to perform on the ACH and this is exactly what led to this issue. Thank you, ** Business Response /* (4000, 9, 2022/10/06) */ Hi ****, Per section 4 of your Customer Success Agreement, all payments pursuant to your contract with ServiceTitan were to be made via ACH transfer. Specifically, the contract states, in relevant part, "all payments due and owing under this Agreement shall be made monthly in advance through automated clearing house ("ACH") transfers." You hadn't input your ACH information for payment until August 20, 2022. Previous to that, on August 19, 2022, ServiceTitan had attempted to seek payment through your credit card as you hadn't input your ACH information, but that did no go through. As you have now input the ACH information, we are able and will continue to seek payment through ACH, as contracted. Consumer Response /* (4200, 11, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello - I understand section 4 of the contract and it is becoming clearer that Service Titan does not. ******* attempted to initiate ACH payments direct to Service Titan. Service Titan found / deemed it unacceptable for the user to direct payment through their own bank to Service Titan. (It's a little ironic since Service Titan keeps referencing section 4 of their contract) It was stated by the department head the Service Titan just implemented this change (ACH payment) and that this is the first issue relating to it. Frankly, it shows, and I have had a horrible experience with Service Titan. Service Titan glazes of the fact that I was fraudulently misled and induced into a contract by the misrepresentations in the capabilities of the *** system. After going through the on-boarding process I will not be embracing it moving forward. Seeing that Service Titan is strictly revenue based, simply a *** system that creates redundancy and the poor customer service, I will be sharing my experience with others. A lot of others. You can close this file as they are like a dog chasing their tail. It's a constant circle with Service Titan and they are not worth any more of my time. I will be their customer service testimonial. I have an event coming up with many other subcontractors that I know where considering Service Titan and I will be sure to show them what it like and what has occurred. They will reap what they sew.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During Covid we signed up for a new software scheduling system from a company called service titan. They contacted us and had a sales team give us demos and tell us all that was involved in all that was included. We signed a contract we made the payments but their implementation team never completed the implementation process to get their product put in to use it for our company because they had employees out sick and with Covid and so they kept postponing implementation. So much so that since we were in essential business being in the electrical and plumbing business during Covid that we had to continue using our old software system. Even though we were paying service titan. I just received a call this morning claiming that they are going to sue me for not making payment even though we never used their product because they never finished implementation we never used our product one time yet we paid them $**** a month for several months for never having use of their product because they didn't complete implementation due to the fact that they didn't have the employee help to do it. And now I am getting calls saying that I breached my contract even though I they know that I never used their product. I have contacted our attorneys who say that they are actually the one that is in breach of contract and I have started the legal process. But this company is horrendous. They put us off on so many occasions gave us 1000 excuses and now they are calling asking for payment. The woman that was calling about collections even laughed at my husband and I. We were in an honest business we worked the entire crisis of Covid. And here is a company that has made ******** off of small businesses like my husbands and I during Covid and never had to do anything. Just collect checks and rip people off. I have all the documentation and info to back up my claim. They will never be able to produce anything that shows that they actually supported and finished their implementation with us.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/13) */ Hi *****, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Call & Demo - sometime between 11/10/2021 & 11/19/2021 Transaction Date (agreement sign): 11/22/2021 Initial deposit of $******** During demo time, we asked the demo person about there materials pricebook and if it would work the way we asked it would work and we were told yes several times. Weeks into the training we had figured out that nothing that we had been told/promised (regarding the pricebook/materials/materials integration to there system) before the agreement signature date was going to work the way we were told and had asked before hand. We have contacted the company several times throughout the past couple of months and have either not been responded to or have been told that we owe them $****** +/- for canceling the agreement. We paid the initial deposit and first months after signing the agreement, the deposit is for there training and then for our first months payment after we would have gone live. We never did complete training and the account never went live because we found that the product was not going to work for us weeks into the training since what they had told us during the demo was not true. They have started charging us recently as if our account with them was live and the cancellation never went through. I have been strung along by this company and can't seem to get a resolution done with them.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/02) */ Hi ******, thank you for your feedback. We're sorry to hear about your experience. We have escalated your complaint to our Customer Experience team and will give you an update as soon as we can. Consumer Response /* (3000, 7, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive any response from the company since i received this. Business Response /* (4000, 10, 2022/05/18) */ Hi ******, We thank you again for providing your feedback. We've reviewed your account history internally. Our onboarder attempted to work with you to accomplish a successful implementation, including offering hands-on guidance for building your Pricebook and even offering to delay implementation to allow further time to set-up the software. Our implementation team also afforded you the opportunity for you to speak with or visit other ServiceTitan customers to observe their operations and learn about their successful implementation from your prior software. Unfortunately, you were not amenable to continuing with the implementation of the software despite this assistance. Per the terms of our contract, there is a termination fee for early contract termination. Even so, we offered you a discount of that termination fee, but you rejected that offer. Please know that we would love to continue to work with you to continue the onboarding process, as we are confident Vine's business would be benefited by continuing with ServiceTitan. Should you choose to terminate the contract, we remain amenable to the reduction in the termination fee. Consumer Response /* (4200, 12, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Your team did offer to work with us on the pricebook and offered a early termination fee. The problem is not that you did not try to remedy your software to work qith our needs. The problem was that we were told something completely different before we signed the agreement, we specifically asked (several times) before we signed the agreement if the pricebook would work the way we needed it to work and we were told yes.. This was not the case, the software we were sold from you did not provide us with what we were told. We were asked later on if we wanted to work with the software team tohelp with making it work for us, we decided not to proceed, becuase what was being offered was not what we were sold in the beginning before we signed the agreement. It was obvious to us that what your were trying to do was patch a service that we did not agree to and lock us in further into a software that just wouldnt work for us without you completely changing your software to accomodate us. It was not what we signed up for and we are asking for you to terminate the agreement that you breached yourselves.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our company did a demo with Service Titan because they partnered up with the current heating and air supplier we use (*****). We currently use a scheduling program we were happy with, but because of the benefits of them being partners with ***** we decided to do the demo. During the demo we were adamant about the things we were looking for in this program. We wanted to make sure it did not change our current scheduling process, but only enhanced it. We let them know the things we have now and that we expected to have those things with Service Titan. We were told Service Titan would be all of those things and more, so we signed a contract with them on 08/26/2021. We then started our onboarding process 09/14/2021. It was during this onboarding process (getting information from us and implementing it into their program along with training) that we quickly realized this program was not as sold to us in the demo (we let them know this within the first week). We voiced these concerns with ************* our onboarding representative with no solutions. Service Titan could not do the things we currently had with our program. We could not go live with this program as it would completely change the process in how we did things and that was absolutely not our intent when signing the contract. They could not do the things they promised they could. As soon as we found out this program was not as sold to us we asked to cancel this contract. We went back and forth in phone calls, *****, and emails with no help to solve the issue. I agreed to pay for the portion of training we did receive. We did pay an initial deposit of ******, but I let them know we would not be paying any additional cost as we never went live and were not able to use the program. They said someone would be in touch with us about ending the contract and they completely stopped all communication and never sent any bills/invoices. They then sent us a collections letter to obtain $****** for the years contract.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/04/07) */ Hi ****, thank you for your feedback. We're sorry to hear about your experience. We have escalated your complaint to our Customer Experience team and will give you an update as soon as we can. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has been resolved and only escalated to customer service to potentially be resolved at a later date. Business Response /* (4000, 9, 2022/04/28) */ Hi ****, We thank you again for providing your feedback. ServiceTitan respectfully disagrees with ***** *************************************) position, and we lay out our perspective below. ***** commenced a subscription with ServiceTitan in September of 2021. The subscription term was 12 months, and per the contract, all remaining payments would come due if there was any early termination prior to the end of the contract term. During the implementation process, ***** worked with one of ServiceTitan's implementation managers to onboard onto the software. Given that customers' prior software is inherently different than ServiceTitan, customers necessarily experience some adjustment to the new workflows on the ServiceTitan platform. During that process, ***** did indeed discuss with the implementation manager nine specific items regarding the software functionality about which it had questions or concerns (such as following up after estimates, text messaging invoices, usability of the ST website). For each of the items, the implementation manager was able to clarify how the area functioned on ServiceTitan's platform. While we understand that there are some differences between ServiceTitan and *****'s prior software, and some of *****'s workflows may have to change in the transition to the ServiceTitan platform, none of the items raised prevented *****'s successful use of our software. The adjustment of some workflows-which would be necessary in almost any conceivable transition of software-does not amount to a material breach of the contract. Nor has ***** pointed out an item that would be prohibitive of their successful use of our software. As such, ServiceTitan remains ready, willing, and able to assist ***** to finalize implementation of the software, and most importantly, remains committed to *****'s successful use of ServiceTitan. Should ***** choose to terminate the contract early, as discussed above and as sent in the letter from collections, the early termination fee would come due per the contractual terms. Consumer Response /* (4200, 16, 2022/05/16) */ ***Document Attached*** Service Titan sent a second collections letter from another company, after no response from the first company they used. We asked for proof of documentation that service titan had been billing us before sending us to collections and they could not produce these documents. We will not continue to be bullied and have hired an attorney to take care of this matter. They breached our contract and whether they agree with us or not, we were not given the product sold to us. We are not happy with the service provided to us. They lie to get you into the door and then leave you in the dust. This is the absolute worst company we have ever dealt with. I would not recommend them to anyone. They are not trying to communicate to resolve any sort of problems with us. They are only worried about getting their money, which we do not owe. You cannot charge for services in which you have not and do not receive. We never went live with this program.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩