Complaints

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:07/07/2025

  Type:Billing 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 been using Housecall Pro since 2024. I have collected credit card payments from Housecall Pro since 2024. The most recent payments received from customers through ********************** were automatically refunded without my business' permission NOR appropriate notification! All of my fees are up to date for the use of Housecall Pro. When notified by email AFTER the fact, there were no explanations other than a COMPUTER based decision was MADE on my company's behalf! No staff in the "PAYMENT DEPARTMENT" or in "CUSTOMER SERVICE" has ANY access to ANY information regarding these decisions. No staff has contacted me to inform me of these decisions. "The review process and results are proprietary and cannot be shared". That is the literal explanation I received from Housecall Pro ****************** Representatives. Therefore it would seem Housecall Pro uses a risk based software to make decisions WITHOUT notification to their customers or access of information by their staff. The latest email states 3 months wait to re-review. How can I run a business with 3 months of NO CREDIT CARD PAYMENTS? Housecall Pro suggested I use 3rd party equipment such as "SQUARE"? So I have to PAY for HOUSECALL PRO"S ERROR, AND ADDITIONALLY PAY FOR PAYMENT PROCESSING EQUIPMENT, ALL WHILE PAYING A MONTHLY FEE TO USE HOUSECALL PRO!? Housecall Pro needs to revise this system pot-haste so no other business' have to suffer these inconveniences and/or errors on their accounts! No reputable business should base a customer's worth based solely on computer system decision making, with no way to adjust or access the information for the customer!

  Business Response

  Date: 07/07/2025

  Hi *******,

  I'm ******* with Housecall Pro. Thanks for reaching out about your payment processing experience. Im so sorry to hear that your account was declined with little context.
  These decisions come from our third-party payment processor, and unfortunately, they dont share specific reasons with us. I can only imagine how upsetting it was to see completed jobs refunded without warning. When a processing account is declined, all pending payouts are automatically cancelled and returned by the processor. I understand how disruptive this is, and I truly apologize for the impact its had on your business.

  We could have communicated more effectively. I checked the email that was sent, it went out at 6:01 PM EST on Thursday, July 3rd, likely after your business hours and just before the holiday weekend. That timing isnt ideal for something so critical. I've looped in senior leadership and our team managers to push for a better, more proactive communication process moving forward. While we cant change the processors decision, we can and will do better in how we support you through situations like this. Youll have the option to reapply for processing in 3 months. In the meantime, many of our Pros use Square to collect payments while continuing to run their business through Housecall Pro.

  Thank you again for reaching out to share your experience. It truly helps us improve. If you have any questions or need support, feel free to reach out directly at *************************************** Im here to help.

  Warmly,
  ******* ***

• Initial Complaint

  Date:04/30/2025

  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 used housecallpro for a couple years for my business, but we outgrew the service and switched to another CRM system.However, when I went to the website to cancel my subscription, I couldnt find an option ANYWHERE. I checked all over the billing & plan settings, no option to cancel.Keep in mind, per the *** Software subscription services are increasingly required to make cancellation easy, mirroring the ease of sign-up. The ************************ (***) has finalized a "click-to-cancel" rule, requiring companies to provide clear and accessible cancellation methods.I reached out to their support team via chat, and after waiting almost an hour, they finally responded saying they would put in a request for cancellation & that I would have a decision in 3-5 business days? ***???? A decision about what, I am authorizing cancellation now!Anyways, the platform was fine while I used it, but I DO NOT appreciate malicious business practices like this, especially illegal ones.

  Business Response

  Date: 05/01/2025

  Hi ****,

  I'm ******* with Housecall Pro thank you for reaching out and for sharing your concerns about the cancellation process.

  I want to first acknowledge how important it is to have clarity and ease when managing your subscription. Like most services, Housecall Pro bills at the start of your subscription period, and if you decide to cancel, your account remains active until the end of the current billing cycle. This ensures you can continue to access your tools and data through that period. 

  I reviewed your recent conversation with our team, and I appreciate you taking the time to engage with us. Id like to clarify one important point: our Customer Support team doesnt have access to cancel accounts directly that access is limited to our Billing Team. On April 30th, our team submitted your cancellation request, and as communicated, your account remains active through May 15th. A team member may reach out during that time to confirm details or answer questions, but once the request is submitted, your cancellation is honored whether or not you speak with someone further. Please consider this communication confirmation that your account is cancelled and that you won't be charged again.

  You also mentioned the new FTC Click to Cancel ruling. That guidance focuses on ensuring that cancellation is no harder than signing up. Since signing up for Housecall Pro involves a conversation with our Sales team (who then activate your account), our current process aligns with that standard. Still, Ive passed your feedback along to our internal team to evaluate ways we might simplify the experience further in the future. 

  I want to reassure you that were committed to transparency and fairness in how we handle cancellations. Theres no intention of making things difficult or withholding service unfairly.

  Sincerely,
  *******

• Initial Complaint

  Date:04/28/2025

  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 paid a contractor via ACH check which was processed through house call Pro. The company immediately suspected fraud and refunded the money. Or at least said they refunded the money. After five days and not seeing the money returned, I contacted the representative at housecall Pro named ****** at ************. He told me that they could hold it for up to 5 to 7 business days. I asked why they were holding the money if they had immediately after less than 15 minutes said they refunded it. He told me that I waited another five business days and called back. just the way they do business. I asked to speak with someone in their legal department he rudely told me he would transfer me and said never mind. Ill give them your number. I receive no phone call. I waited another five days and called back and was told that they could not speak to me because I was not their customer. I was also by ****** to read the terms and conditions of their business. I advise them that they are not who Im dealing with directly but a clearing out credit cards and checks. He then proceeded to hang up on me. This company is a scam and they are still holding $6400 of my money. Avoid them at all costs

  Business Response

  Date: 04/30/2025

  Hi *******,

  I'm ******* with Housecall Pro. Thanks so much for reaching out to us and bringing this to our attention! I completely understand why this is very frustrating for you, that's quite a bit of money to not have access to. I'm currently researching this issue with our payments team to see why the refund is being delayed. It looks like from our side this means it might be delayed another 3-7 days which is not ideal. Our team is looking into more info here and how we can stop this from happening in the future to our Pros and their customers! 

  I also wanted to let you know I reviewed the call with ****** and I sent feedback directly to his management team about this call, who also reviewed it with him. Feedback like that is definitely important to us and we're always looking at ways to get better. I know that issues like this can be really frustrating and a reassuring call with someone can make all the difference but that wasn't your experience. 

  I'll let you know what I find out about the refund and why that process is getting delayed as soon as I know something! Thanks again for reaching out about this issue and giving us some time to research what's happening with this refund.

  Sincerely,
  *******

• Initial Complaint

  Date:04/14/2025

  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.

  Housecall pro and ****** are holding my funds that my clients paid to my company for services rendered. They are costing my company thousands of dollars in revenue and have been holding my money for weeks now. This is the third situation I've faced with this company, and I am fully prepared to take legal action. They have held up over $10,000 dollars in transactions that I've had to refund to my clients via card services and reinvoice my clients to pay a different way. I have passed every screening this company has asked me to take and send over information.

  Business Response

  Date: 04/16/2025

  Hi ******,

  I'm ******* with Housecall Pro's Pro Advocate Team. I'm so sorry to hear you were having issues with our payment processing. It looks like there was a payout released to you this morning for a payment on Job #**** - ****** ********. The reason this took a little longer then usual is because there was also a payout pending for Job #**** - Beach to **************** that was refunded to the customer. When that happened, it stopped the payout from coming through immediately.

  It looks like this had to do with our third party processor, Stripe, having trouble confirming information for the customer Beach to ****************. You did provide the information but it wasn't enough for ****** to confirm the customer. When a charge is flagged, ****** will refund it directly to the customer and that can make payouts take longer. This definitely happens from time to time with Stripe. Like many banks or payment systems, they're constantly checking to ensure our Pros and their customers are protected from any money issues that come with taking payments these days. We definitely understand how frustrating this situation can be and not having a payout in the time you're expecting it can definitely impact business - which is not the type of experience we want you to have. In this case, I show all money that was due has been paid out to you as of now but if you continue to have issues with this, please feel free to reach back out to me at ************************************** and I'd be more than happy to take a look at this for you!

  Sincerely,
  *******

• Initial Complaint

  Date:04/07/2025

  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.

  Hi,We recently noticed an unauthorized ACH charge of $175 on our business card dated 3/17/25, attributed to HOUSECALL PRO DEANS PLUM ST-B2O3W0Y9I8I5. None of our partners authorized this transaction, and it raises serious security concerns, given that it was an ACH transaction and implies access to our bank account details.Unfortunately, our bank denied the claim due to a delay in reporting it. We need your urgent assistance to identify the source of this charge to prevent future occurrences.We look forward to your prompt response and assistance in resolving this issue.Thank you.

  Business Response

  Date: 04/08/2025

  Hi *****,

  I'm ******* with Housecall Pro. Thanks for reaching out and bringing this to our attention. I'm not able to find an account using the email address you provided. Can you tell me your company's name and what email you or anyone on your team uses to sign into Housecall Pro? I see a company for ************** but they're a paying customer of ours and the amount you said was debited from your ACH doesn't match their payments. I'll need a little more info so I can look up your account so we can address the situation.

  Sincerely,
  *******

  Customer Answer

  Date: 04/08/2025

  Hi Chelsea,

  We do not have a House Call Pro account and none of our business partners authorized this transaction, much less had any transaction using our business account for anything during this period. It raises serious security concerns, given that it was an ACH transaction and implies access to our bank account details. Our company name is ****************** and my email addresses are ************************************ and ********************************.
  

  We look forward to your prompt research on this matter and reversing the charge which appears fraudulent.
  

  Thank you.
  

  
  

  Business Response

  Date: 04/09/2025

  Hi *****! 

  Thanks for reaching back out and letting me know. I did some digging on this and it looks like this has to do with a job completed by ***** Plumbing for Barrio Rentals. I'm showing a charge from Deans Plumbing on 3/14 for a customer named Barrio Rentals for $175. It looks like this charge was for a *************************** in *******. Are you familiar with Barrio Rentals at all? I can tell you the charge was also coming from an ACH transaction with a **************** account ending in 5392. Does that account sound familiar or is this the account you're speaking about seeing the debited transaction from? If none of this sounds familiar, can you provide a redacted bank statement for us to look at. We only need to see the charge and the last 4 digits of the account # so we can do some more research.

  Sincerely,
  Chelsea

  Customer Answer

  Date: 04/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have confirmed from my partner that he made the error of using our account with another business of his that hired a contractor using House Call Pro. Please close the case and consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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.

  This company offers software solutions for self-employed trades people. They repeatedly call my phone number using local area codes tying up my business line. I have asked them repeatedly to remove me from there spam phone calls as I am on a do not call list. They will not do so and continue to call. The only way to draw attention to this company is to file a better Business bureau complaint because they will otherwise harass small business owners. Their business practices are unethical and offensive, and also a waste of time for me. They are not respectful of my wishes to no longer be contacted by them.

  Business Response

  Date: 03/20/2025

  Hi ****,

  This is ******* from Housecall Pro's Pro Advocate Team. I want to sincerely apologize for the frustration you've experienced with our team reaching out to you after you've requested not to be contacted. Your privacy and preferences should have been fully respected, and I'm truly sorry that this wasn't the case. I completely understand how frustrating this must be, and Im so sorry that you felt unheard, which led you to take this route. Thank you for bringing this to our attention.

  Ive immediately addressed this with the team members who were contacting you, as well as their management, ensuring that they stop all communication. *** also requested that they review our policies on such matters to ensure full compliance moving forward. Ive been assured that you wont receive further contact from us, but if for any reason you do, please dont hesitate to reach out to me directly at *************************************** and Ill step in to resolve it right away.

  Once again, I truly appreciate you letting us know about this issue, and I deeply apologize for not respecting your wishes sooner. If you have any questions or need further assistance, please feel free to contact me here or via email.

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

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:02/16/2025

  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.

  I use Housecall Pro to accept payments from my customers. Usually, it's not an issue receiving payouts. For the last month or two I have had 2-3 big transactions that we're held in a pending status for no reason that can be described. I opted into their instant payout program (run by ******) which charges me an additional 1% on top of an almost 4% rate. They promise that the funds are usually available within 30 mins but can take up to 24 hrs. First and foremost, that isn't instant and should be classified as false advertising. When I use ****** directly my money is available instantaneous. The first time it happened I received a small payout that came through immediately. On the next day I received a payout for almost $4000.00 that was put on pending status with a note that said I needed to verify my bank account. I tried their chat line which always resorts to "let me get over to the payments team" which of course never gets back to me until I call 15 times and force them to release it. Of course, their reply is "we are not sure why that happened. Then a few weeks go by and all payments are fine from $200-$1200.00 until yesterday. They withheld another $2000.00 and I'm still waiting on there "payments team" to get back to me. Oh, and of course, the payment team doesn't have a number, they will call you. I'm trying to run a company, and this is really becoming a nuisance. I don't think they should be charging 1% for this luxury, I should be charging them for the hassle. The customer service is a joke, almost to the point that I'm wondering if this is even a company, let alone a corporation.

  Business Response

  Date: 02/18/2025

  Hi ****,

  I'm ******* with Housecall Pro. Thanks for reaching out about this issue with your payments and taking the time to leave this review. I know sometimes those issues can be very difficult and frustrating, especially when it comes to funds. I've taken a look at all of the communication and they payment you're referring to here was processed to your bank account already! It looks like that was released to you on Sunday so that's great news!

  I know you were asking why those payments were getting held up. I only have the same information that our payments team does for you: This was flagged by our payments processor for re-review. This happens every now and again and it's frequency can be different for each Pro. Pros who take a lot of payments may see more payments flagged while some of our Pros may not see any. Our payments team does it's best to find out why a payment may be in review, but we don't always get an answer. I know that's very frustrating and especially since it seemed like you just wanted to make sure the issue doesn't happen again so you can get paid in a timely manner. I've spoken with our team about this for the future and let them know your frustrations and that we'd like a better and more transparent way to relay this information.

  In the meantime, I see there is a cancellation request on the account and our billing team will be reaching out to confirm that request with you ASAP! We're certainly sorry this is the experience you've had with us and we're definitely here if you need our help in anyway! If there's anything additional that you need, feel free to reach out to us a ************************************** and we'd be more than happy to help!

  Sincerely,
  *******

• Initial Complaint

  Date:11/27/2024

  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.

  Housecall pro called me within 2 minutes of signing up encouraging me to join an onboarding call and promised me an amazon gift card, but of course it seemed to be a tactic just to get people on a call as I never received the gift card. How am I supposed to trust my money with the business when their sales tactics are so shady?

  Business Response

  Date: 12/03/2024

  Hi ******,

  I'm ******* with Housecall Pro.  Thanks for reaching out about this and I do apologize you were told you would get a gift card but haven't received that yet.  I wanted to let you know I reached out to our team that handles these gifts and inquired about yours. It might be a few days before I hear from that team about the gift card but once I find out, I'll reach back out to your email and let you know some of those details.

  Sincerely,
  *******

• Initial Complaint

  Date:11/26/2024

  Type:Billing 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 sat through a webinar about 2 weeks ago detailing the benefits of Housecall pro. During the conversation I expressed interest in the basic plan where I was told about the low payment processing fees and how well the invoices etc look using housecall pro. After spending nearly $800 for the yearly amount I quickly realized this was not the case. The payment processing fees were higher. To add pictures or Service Plans to the account the cost went up $1200 more per year. Pictures alone is a very basic add on addition and free in most CRMs

  Business Response

  Date: 11/26/2024

  Hi ******,

  I'm ******* from Housecall Pro.  Thank you so much for reaching out about this and I do apologize for the inconvenience on these specific features.  I understand how frustrating it can be not to know the full pricing all up front. This is great feedback that I'll share with our team.

  I noticed you had called in to our Support line this morning asking about a potential cancellation as well as a refund.  I took that request from our call and passed it on to our Billing team again. I understand they've reached out already to cancel the account and provide a refund of $755.79 to you! There's an additional $76.86 that also will be due back to you once those card readers are returned. Most refunds take anywhere from 3-10 business days depending on your bank so if you don't see a refund for the $755.79, please feel free to respond here or by emailing me at ************************************** and I can check the status here for us!

  We're certainly sad to see you go but I fully understand your frustration here! We wish you the absolute best on your future endeavors and if you should need anything again, please feel free to reach out!

  Sincerely,
  *******

• Initial Complaint

  Date:10/14/2024

  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.

  ********* subscription on January 30, 2024. Received confirmation of cancellation by email on February 11, 2024 (Email attached). Billing continued on the 12th of each month from February through October. I called the company and was told they can only communicate through "chat bubbles" on the app, which I do not have since I closed my account. The person I spoke with said they would submit a ticket to the billing department and I should get a "chat" response in 1-3 business days. Again, I told him this would not work as I do not have the app. He took note of my email and phone number and added a request in their system to call or email me, not "chat" through the app.

  Business Response

  Date: 10/15/2024

  Hi Elissa,

  I'm Chelsea from Housecall Pro! Thank you so much for bringing this to our attention and sending along that email to me. I'm so sorry this happened to you! I was able to reach out to that team and get a confirmation that the account is indeed cancelled now as well as a refund distributed of $845 (5 months x $169 subscription fee). Those refunds take anywhere from 3-7 business days to process depending on your bank. It looks like there are 4 charges that have already been disputed with your bank already that we're going to accept, so the total amount you should see refunded is $1521.  

  I wanted to let you know I also reached out to our phone team and provided them with some feedback here! I can understand how frustrating that is after you've already said that you don't have the app and can't chat in.  I've asked that they find other approaches to helping our Pros rather than just asking them to chat in.  I really do apologize about that support you received!

  If you have any additional questions, please feel free to reach out to us at [email protected] and our team can help!

  Sincerely,

  Chelsea