Complaints

This profile includes complaints for ServiceTitan, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServiceTitan, Inc.

  800 N Brand Blvd Ste 100 Glendale, CA 91203-1245

• 

  ServiceTitan, Inc.

  801 N Brand Blvd STE 700 Glendale, CA 91203-3255

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WARNING - BUYER BEWARE. - Service Titan ran my multi-million dollar small business into the ground. PLEASE READ BEFORE USING THIS COMPANY.We put our trust into Service Titan. I mean, h*** it looks like a great CRM software. Boy was I wrong. I am writing this to warn all my fellow trade business *********** IS MY HORROR STORY WITH SERVICE TITAN. BEWARE This scam starts from day one. We gave service titan full access to port our number to their systems as request. They confirm all was ported properly and they ensured us all our data and communication was safe and secure with them. - THIS IS A LIE. SERVICE TITAN IS NOT SECURE. THEY LET A THIRD PARTY PROVIDER COME AND TAKE OUR MAIN PHONE NUMBER A YEAR INTO OUR CONTRACT. OUR PHONES AND TEXTS JUST STOPPED WORKING ONE DAY. ITS BEEN 3 WEEKS NOW STILL NO TEXT, NO PHONES.Lead generate is our life line to a thriving business. No Communication, No work. I had to lay off most of my staff and I am going to have to close my door after 15 years in business THANKS TO SERVICE TITAN Service Titan has the power to shut down all your Communication with out any Consequences. I URGE YOU TO STAY AWAY FROM THIS COMPANY.

  Business Response

  Date: 03/17/2025

  ServiceTitan has worked directly with this customer to address their concerns. After a thorough investigation, we determined that these issues were caused by third-party providers outside of ServiceTitan's control. We have reached a resolution with the customer and thank the customer for their feedback - ensuring the success of our customers is always our top priority at ******************.

  Customer Answer

  Date: 03/21/2025

   
  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

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service was cancelled 12/30/2024 per the instructions given by Service Titan to do so via writing. It was confirmed by **** ***** in Billing the same day. As of two days ago they want me to sign a document with the wrong cancellation date so they can charge an additional fee. They have been very unresponsive for the last 1.5 months.

  Business Response

  Date: 03/13/2025

  Thank you for your feedback. We take customer concerns seriously and are committed to resolving this matter promptly and fairly.
  

  We want to clarify that we have not billed Mr. ****** since receiving his cancellation notice on December 30, 2024. We have been actively working with Mr. ****** to resolve his concerns regarding the termination paperwork.
  

  We have reached out to Mr. ****** directly to discuss this matter and ensure his account is properly closed according to the agreed-upon timeline. We look forward to continuing those discussions.
  

  
  

  Customer Answer

  Date: 03/21/2025

   
  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

  Date:12/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My employer was swindled into a ServiceTitan Contract even though multiple employees of the company have told us that we should have NEVER been sold this contract and that our company is too small to run their software. Each time we attempt to have meaningful conversation with the company, they tell us we need to pay the entire length of this contract out (*****k) OR an "early termination fee" of 15k which is ridiculous. We have NEVER BEEN ONBOARDED. At this point we have currently paid for 1 year of Service Titan even though we do not use the software. We have attempted to work with the company on 5 different occasions with 7 different employees. Each time we get to a point where we share information and ask for them to respond they push us off for 2-3 weeks/months then a new employee from their company reaches out pretending to have "no knowledge" of what we are talking about. We do not want to pay a company to gaslight us. We can do that for free.

  Business Response

  Date: 12/27/2024

  We are sorry to hear that you have not had a positive experience with ServiceTitan. Weve looked into your concerns. The contract you referenced has a subscription term through November 5, 2025 and provides that it is a firm obligation for its entire term. ServiceTitan goes to great lengths to ensure that prospective customers are fully informed about the capabilities of ServiceTitan and the effort that will be expected of them to implement the software before signing up. We do not have any record of our employees telling your company they should not have signed up for ServiceTitan. Additionally, our records show that ServiceTitan employees have worked diligently to set PS Cool Heat up for success using ServiceTitan software, including by agreeing to amend the contract twice. I understand that our team remains in contact with your employer to work through any concerns, and we look forward to continuing those discussions.

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid for marketing pro for years and years. $1500 a month for a program that is lacking in every way. They auto renew your contract without any notification for an entire year commitment. I called two weeks after renewal to cancel not knowing it auto-renewed and I have been denied the right to cancel without paying 15k to cancel. I will no longer refer customers to this company and I will be looking for a new CRM.

  Business Response

  Date: 12/17/2024

  Thank you for submitting this feedback - we are sorry to hear that your experience has not been positive. 

  Your feedback has been escalated to our Pro Product team, who we understand is working with you to address your concerns. We hope to continue those discussions.
  

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.