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:09/06/2022

  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.

  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

  Date: 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

  Date:08/10/2022

  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.

  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

  Date: 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.