ComplaintsforServiceTitan, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used this service for about two years, but the entire onboarding process severely disrupted our financial and client records. This mishap required an additional six months of onboarding, which was never fully completed before we were handed off to the customer service team. Despite our reluctance, we continued using the service until we found a more suitable platform.As requested, I notified Service Titan more than 30 days before the end of our contract that we would not be renewing. Initially, they tried to persuade us to stay but eventually agreed to the cancellation. However, Service Titan then halted the process on their end, refused to respond to us, and did not cancel our accounts. They withheld our data and continued to withdraw money from our account. We asked our bank to block these transactions, but Service Titan circumvented this by using different transaction numbers until we escalated the issue and had the bank block them entirely.Even after this, we received no communication from Service Titan. Six months later, we were handed over to a collection agency. This was the first time someone actually listened to us and reviewed the email records showing our attempts to cancel the service. This entire ordeal has been a waste of time and company resources, amounting to what feels like corporate theft or bullying.Buyer bewareconsider alternative platforms.Attached is an email showing we initiated our cancellation in writing more than 30 days prior to October 6, 2023, when our contract was set to end. They have continued to harass us and withhold our data, and they do not even return their collection agents' calls.

  Business response

  06/28/2024

  **************, 

  I am sorry to hear that you did not have a positive experience with ServiceTitan. We aim to provide our customers with excellent customer service and software that is an enormous value-add for their businesses. 

  Weve looked into your account, and it appears that the delays around the cancellation of your contract resulted from your continued use of ServiceTitans phone services. When you implemented ServiceTitan, you ported your companys phone numbers into your ServiceTitan account. Yet, after your notice of cancellation, our team was unable to contact you about porting out the phone numbers tied to your ServiceTitan account, which were in continued use. We know that a businesss phone numbers are a particularly valuable asset that cannot be replaced. We have a record of ServiceTitan contacting you multiple times to confirm next steps with your phone numbers, without response from you. We also have records of you continuing to use phone numbers through ServiceTitans system after giving notice of cancellation, indicating an intent to continue using our phone services. If we were to proceed with the cancellation of your account, the numbers that your business was actively using would have been permanently lost. 
  

  As you have requested, we have halted collections efforts. We are also willing to discuss a refund of the amounts you were charged to keep your account open so that you could retrieve your phone numbers. Please contact us at ****************************** to discuss further. 

  
  

  Customer response

  07/12/2024

   
  Complaint: 21873168
  
  I am rejecting this response because:
  

  We responded to the phone port team several times telling them we were only taking 5 numbers which were ported away within 1 day of our cancellation.   I will settle if you put in writing that all of our debts are clear with Servicetitan.   

   

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

  Business response

  08/01/2024

  Thank you for your response. Per your request, I am confirming that we do not consider **************** Systems to have any outstanding balance with ServiceTitan. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Titan Employee ***** has admitted there is a problem with their software that caused a billing issue during final Invoicing on a job. The amount shown on the Invoice does not properly match what was on the signed estimate. Since the email was sent. ***, my customer success representative has not responded.*************************** 8:23?AM to me Hi *****, I'm sorry to hear this hasn't been resolved for you. It looks like you received a response from ***** from Customer Support. "Hello *****,I appreciate your patience while we looked into the issue we had previously discussed on Thursday. We opened a ticket that is meant to implement a fix. There is an issue where the discount code operates according to how it appears in the pricebook, and not how it appears on the estimate when it is booked into a job. Our Dev team is working diligently on implementing a fix so it no longer does that. I'll keep you informed of it's progress."******************* <***************************>8:37?AM to Kei So you are stating there was a problem with your software and that you are working to fix it?How does that solve the problem of missing $1064.32 on the Invoice? Is Service Titan going to pay the difference?

  Business response

  02/01/2024

  ServiceTitan has reviewed the customer's complaint and desired outcome. We appreciate the customer bring this matter to our attention, which we have since escalated internally for further review and evaluation.  We value our customers and their success is of the utmost importance. If/when the issue is validated, we will work with Customer to mitigate any further issues. In the meantime, a representative from ServiceTitan's Customer Success team will be reaching out to the customer to discuss further.  Thank you.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In May 2023, after a long sales call with ***************** I entered into a contract with Service Titan. It was a call which left me feeling like I had found ****************** to help run my day to day operations of my family-owned plumbing and electrical company. Fast-forward to today 9/22/23 and I am filing this complain due to undelivered services based off promises made in my sales call in May 2023. I was told Service Titan offered a key product that my current software system lacked which was commission tracking. A few other items that were sold to me but were not available were time clock automation, parent/child accounts. I was in my training call and heard the trainer say, "None of you have commission tracking so let's move on." I stopped him and said I believe I do. He said no and if you want it it would cost extra. Another feature I was sold on was time clock automation, but during my training calls I had also learned that this did not work as I was told it did. One more was parent/child account. I was told that the Service Titan software was perfect for my needs with managing my property management accounts. After several attempts to get an answer from my trainer and the Service Titan community I learned that again this was another "feature" that was not available as described in my sales call. I was also told that there was a field app for my team and I. I later found out that is not the case as ONLY field workers can access the app, not office staff. I am making this complaint because I was sold services that either don't exist or I have to upgrade my plan for. I have voiced these concerns and asked to be let out of my contract and have been told no. I was told that they have a sales call recording and are using it to hold me to the contract but will not let me listen to dispute their claims. I feel that Service Titan is operating using deceitful sales tactics with the goal of locking people into a contract without providing promised services.

  Business response

  10/12/2023

  Hi ******,

  We have reviewed your concerns, and our response is as follows.

  As it relates to commissions, ************************ signed up for the Essentials Package, which allows for manual commissions calculations. The more expansive package, called the Works, includes automated commissions calculations. We confirmed that that difference was articulated during the sales process, yet Allegiance signed up for the Essentials package, which only includes the manual commissions package. Nevertheless, after explaining the differences in the packages further with Allegiance during the onboarding process, ServiceTitan did offer Allegiance the ability to upgrade to the Works package for free. 

  As it relates to Parent/Child accounts, ServiceTitan did explain to Allegiance that they are able to breakdown Parent/Child accounts, and if needed we can breakdown the Child Accounts even further. To confirm, this ability does exist. 

  Finally, as it relates to time-clock automations, we are unaware of the contours and specificities of Allegiance's concerns in this regard. 

  After hearing Allegiance's concerns and desire to potentially exit the contract, ServiceTitan offered several incentives to Allegiance, including the aforementioned free package upgrade, a pause on billing, a go-live credit, and more resources for onboarding. 

  Besides these offerings, ServiceTitan's position is that is has adhered to its obligations under the contract in all regards. Therefore, ServiceTitan reiterates that it can continue with Allegiance in the onboarding process. Should Allegiance seek to exit the contract earlier than the contractual term, the early termination fee would become due.  

  Customer response

  10/23/2023

   
  Complaint: 20657647
  
  I am rejecting this response because:

  As it relates to commissions, I had asked for the copy of the sales call for my records to confirm this as I do not recall and this was not provided to me.  I disagree with this claim. 

  As it relates to the Parent/Child accounts, I did attempt to save the screenshot of my conversations with the gentleman who onboarded me where he specifically said ST DID NOT OFFER THIS FEATURE.  

  Where I appreciate the "incentives" to stay with Service Titan it should not have even gotten this far.  The product I was initially sold is what I should have received without upgrades and incentives being offered.  The right thing should have been offered from the start.  The gentleman who onboarded me was very *****, almost bullying about how imperative it was so GET MY TRAINING DONE!! I am a very busy small business owner who was not told that using this software would require an unrealistic amount of training to use.  I explained to my sales rep that I needed a software to streamline and make running my business easier and this has been nothing but a headache since day 1.  

  I understand I signed a contract for service but it was a service I never began using and a service that was misleading based off of my sales call.  Thank you for your time and consideration. 

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

  Business response

  11/02/2023

  Thank you for your further response. We have reviewed your contentions and below offer our response. 

  ServiceTitan discussed Parent-Child accounts, and ServiceTitan's capabilities, limitations, and workarounds, with Allegiance on several occasions. As discussed, ServiceTitan has a two tier system, not a three tier system. Our representatives informed Allegiance that while we do not we do not have Parent Child accounts like they were used to, we had workflows to make the three tier system easier.

  Regarding training, training is required and many of the questions that Allegiance had about software functionality could be solved through taking the training that we offered (and which we do strongly recommend as part of onboarding). Therefore, our representatives encouraged Allegiance to take the training during the onboarding process. While we regret that the encouragement to participate in the training came across as bullying, that was not the intention. The intention was solely to assist in answering the questions that Allegiance had about the functionality.

  Based on the above, we believe that ServiceTitan acted in good faith throughout the process. We reiterate our offer of credits previously communicated to Allegiance in order to continue our working relationship. 

  Customer response

  11/14/2023

   
  Complaint: 20657647
  
  I am rejecting this response because I disagree with the statements made and have asked several times to hear the recordings that were referenced.  Long in the short of it is that I was "sold" a product that I didn't receive and the only way to get the services sold to me in my sales call was by being offered credits and upgrades.  I should have received what was originally sold without credits and upgrades needing to be applied.  

  This is a very poor way to conduct business and incredibly misleading.  

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We started end of 2022 with Servicetitan in regards of training. Servicetitan forced Water Pro LLC to go live when we were not ready or data was not done correctly, etc. We were "live" from Jan 2023 - Mar 2023 that we sent email to STOP service and cancel the account. Its Sept 2023, we are still getting invoice emails non stop and I have tried to calling weekly to customer service team (they do not have another department to help) they always say its "escalated" to billing team Which billing team never follows up or calls us. So I have been emailing with someone name ***************** (she is NO help and not willing to help) just ask me to contact Servicetitan legal team. I dont understand how hard is to close my account?

  Business response

  09/22/2023

  Hi *****, Thank you for reaching out to ServiceTitan. Your account has been closed and the balance transmitted to our collections agency due to delinquency in past charges. The outstanding balance on the account is $7,401.29. ***** at ************************* can assist should you want to discuss paying off the balance. 
  
  
  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered into a contract with Service Titan on January 24, 2023. The customer service representative with we dealt with *************************** reviewed our specific needs and assured us that this software system would be applicable to our small business, that we would receive detailed training on how to customize and utilize the software system tailored to our specific needs. Problems occurred with access to training for two key employees as discussed with ***************************. It was also evident that the software could not be "tailored" as promised. After many emails, and a recorded telephone conversation with *************************** and *********************** was told that the "legal department" would review my complaints and come to either two conclusions - they would cancel the contract but I would be responsible $13,726 + Tax or the legal department would agree with our complaints and void the contract but we would be required to sign an NDA. I was told the decision would take approximately 7 days. Service Titan continued to push us to begin to on board all over again to which I refused. My requests for a written decision from the "legal department" was never answered. I then asked to exercise my right to arbitration under the contract (5/5/23) and again never received a response. Today, 07/14/23 Service Titan debited our checking account with no explanation or permission. I will be following up with the PA ****************************

  Business response

  08/25/2023

  Thank you for submitting this feedback. 

  We have been continuously working with ********** to discuss the outstanding issues and to reach a resolution. We seek to continue those discussions.

  Customer response

  09/05/2023

  ServiceTitan has taken money through an unauthorized ACH debit to our account again on August 14, 2023 in the amount of $677.07 after receiving our notification that ACH authorization has been rescinded and we requested the matter go to arbitration. This action is in our opinion unlawful. PNC Bank has been notified and a dispute has been filed.

  Business response

  09/15/2023

  ServiceTitan has a valid and enforceable 24-month contract with ********** Heating and Air Conditioning, that was signed by ***************************** on 1/24/23. There is a monthly subscription fee pursuant to that contract, that ********** refers to in their prior note.

  ********** has indicated that they would like to terminate the contract early, however, ********** has indicated that they are unwilling to pay the contractually obligated early termination fee, or come to a resolution with ServiceTitan. ServiceTitan remains ready and willing to reengage with ********** in the onboarding process or continue discussions about early termination of the contract. 

  Customer response

  09/18/2023

   
  Complaint: 20321245
  
  I am rejecting this response because:  Service Titan was sent a written notification that ********** rescinded our authorization to make ACH Debits against our bank account.  They are well aware that if we do not come to a mutual agreement on cancellation of the contract that we wish to seek arbitration.  However, while we are still in negotiations after notification that permission has been withdrawn to access our bank account, ****************** unlawfully removed money from our account.    
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Titan charged us 13k and sold ** on a two year agreement. The sales man should have known that our company would have requiered to undergo a 2-3 months onboarding, the software required atleast 3 outfielders and a full time CSR/Dispatcher...... We were not at this level...We could not find the time for onboarding. Any business that is using service titan is way about 1 million in gross reveneue. Actually much preferrably at 3-5 Million as a start!!!!!!! It's disgusting not to be able to even onboard and use the software for atleast 1 day!!!!!!!!!!Then get sent to collections for 13k, Ruin our credit, and send us threating calls every week! I will never forget this experience with this company, ************ if it cost me 1 billion dollars, I would rather lose it then ever do business with this company. Absolute disgusting! I wonder where this culture came from?! Maybe you can watch a video on ******* where you can see *** and **** state how they're Armenian DNA is far superior to those of the U.S which is the reason of they're a success. Unbelievable, worst company ever.

  Business response

  08/07/2023

  Hello ******,

  Thank you for your feedback. We're truly sorry to hear about your experience.

  As for your request for action, please note that neither ServiceTitan nor the collections agency reports customers to credit agencies on ServiceTitan's behalf. Accordingly, there should be no impact on your credit as a result of the account being referred to the collections agency. 

  Please let us know if you have any other feedback or questions.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our contract with Service Titan started on 9/30/2022. A deposit was made of $3316 to initiate services. The monthly payment was to be $1316 once we were properly trained after they created our company in their system. We hired someone to solely work on this transition to their system, however no help was received. Even after reaching out multiple times to see what the next steps were.After joining a ************** to get some help via other avenues in December 2022, we learned that someone should have been helping us all along (i.e., their Implication Manger). We reached out to our Sales ***** ********************** directly regarding this and he did admit that they did drop the ball and should have had someone on their end assigned to us to help. We decided to move on due to the type of service they have provided from the start, and we do not wish to invest any more time/funds. When we responded to Service Titan, we stated to keep the deposit that was already paid to set up our account and requested for them to void our contract due to them not upholding their end of it. Now, we are receiving letters for collections that they want the full balance of our $10,528 contract paid in full. We never denied them payment, nor have we received statements. When we signed with them, we did place a credit card on file for such billing.All we want is to have the contract voided and no further payment required. Attached are the contracts and the emails from our sales rep admitting fault.

  Business response

  03/23/2023

  ***********, 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

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were contacted by Service Titan for they are trying to get us to use their software. First contact started back in July 28th, 2022 and is still going on as of 2/22/23. We have made it abundantly clear that we do not wish to use them and that we have no use for them in our business. I was contacted several times a week by an employee named *******. I have even wrote him numerous emails to please take us off the calling/mailing list. Now recently we have been getting calls from another employee named ****. It has come to the point that we are soo tired of answering the call and getting harassed on why we SHOULD use their service and them not understanding no, that we refuse to answer their call. We wish to never be contacted by this company again, and will continue to explain to our customers/friends/family on how NOT to use them cause they can not take no as an answer and will not leave you alone. Calling someone multiple times a day, every day during the week is HARASSMENT, plain as day. If they do not cease communication, we will have to contact our company lawyer on this matter. A copy of this matter is being sent to our company lawyer incase if further actions need to be taken.

  Business response

  03/21/2023

  Hi ********,

  Thank you for your message, and I apologize for the experience you have had. Can you please confirm your business name and phone number so that we can take action to remove you from our call list? 

  Thank you. 

  Customer response

  03/23/2023

   
  Complaint: 19448842
  
  I am rejecting this response because: We would like to verify our business Overhead Door Solutions, located in ********, ** ; Business phone of ************* has been taken off their calling list completely. The 2 main people that they call for are ******************* And **************************** 
  

  
  Sincerely,
  
  *************************** @ Overhead Door Solutions

  Office Manager 

  Business response

  04/14/2023

  Hi ********,

   

  Thank you for providing this information. Your business has been removed from our call list. If you inadvertently receive any more calls from us, please let us know. 

   

  Thanks again,

  Mira 

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• 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.

*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. ↩