Complaints

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

close

Find a Location

ServiceTitan, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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.

• Initial Complaint

  Date:03/08/2023

  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.

  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

  Date: 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

  Date:02/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/07/2023

  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.

  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

  Date: 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

  Date:01/06/2023

  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.

  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

  Date: 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

  Date:01/03/2023

  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.

  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

  Date: 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

  Date:12/20/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/14/2022

  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.

  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

  Date: 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.