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: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.

  ******* ******* had promised my first month would include the following features:Phone Number to text customers Pricing List to show possible estimates She also promised that I could text her if I needed anything Long behold,No response whatsoever following sign up until:an email from Destiny, saying she was out the past 5 days, then why would you say I could text you if I needed help.

  Business Response

  Date: 10/15/2024

  Hi Dustin,

  I'm Chelsea!  Thank you so much for bringing this to our attention and letting us know about the communication issues you were having with Destiny.  I understand how frustrating it can be when you're reaching out with questions and no one is responding to you. That's not the type of experience we want you to have with Housecall Pro and I do apologize! I have reached out to Destiny as well as her direct supervisor to ensure we're letting our Pros know of every avenue they have in order to get guidance or help, especially if someone is on vacation or out of office in the future!

  I took a look at your account and it looks like after speaking with our team, you've elected to cancel your account with a full enrollment refund. I show the account will not be renewed for your 11/10/24 enrollment date. Those refunds usually take anywhere from 3-7 days to hit your bank account so if you don't receive it, please reach back out to us at [email protected] and I can check to see where that refund is.  

  Again, I do apologize for the frustration and inconvenience but if there's anything you ever need again, please feel free to reach out!

  Sincerely,

  Chelsea

• Initial Complaint

  Date:09/23/2024

  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.

  I was trying to test the HouseCall Pro software app for the 'Free' 2 week trial and was billed $24, which was never paid back. The sales agent said nothing would be charged on my card and they would reverse the charges. That never happened. After reviewing the App for my business, I cancelled the service. Three months later, my card was charged again for $169. I have spoken with 3 people from Housecall Pro that said they would help me. Just got off the phone with them as I was writing this. They will not refund the money but now will cancel the service. Anyone interested in this service just beware! Once you start a trial service you might have a hard time canceling the service.

  Business Response

  Date: 09/24/2024

  Hi ****! Thanks so much for reaching out and letting us know about this cancellation issue you were having. We're so sorry that you were charged again and we totally understand that this is really frustrating for you.  That's definitely not the experience we want you to have with Housecall Pro at all!
  
  Our team took a bit of time to research what happened here and it looks like back on 6/28 you had connected with Kellsie about your cancellation. During that call, it sounds like you both decided to continue to try Housecall Pro and that you would get the next few months at no cost to give you that time. It looks like our team was supposed to reach back out to you before your account renewed on 9/6 to ensure that you still wanted to continue but we didn't do that.  We've requested the account to be totally cancelled and a refund of $169 due back to your card on file. As for the $24 promotion to try Housecall Pro, we won't be able to refund that fee since the account wasn't actually cancelled in June when we reached out.  
  
  You should see that refund in your account between 3-5 business days depending on your bank but if you don't see that or see any additional charges, please feel free to reach back out and we can check to see what's going on with this.  If there is any further communication about this, feel free to also reach out to ************************************** and we can also communicate that way!

• Initial Complaint

  Date:09/09/2024

  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 subscribed to housecall pro in December of 2023 and cancelled my subscription in February of 2024. I had to purchase my subscription via the Apple App Store as this company is American and couldnt figure out how to set up my account any other way. So obviously I canceled my subscription the same way I got it . The company has continued to charge my card since February without authorization. I have tried several times over months to have this resolved and just get passed along to different people and nobody gets back to me

  Business Response

  Date: 09/12/2024

  Hey *******, sorry to hear about your experience as we definitely aim to serve you. Upon thorough examination of your account It seems there was an issue with the cancellation process on Apples end and as a result we were not notified of the cancellation. Since the subscription was managed by Apple, we dont have access to your billing information at all. Please contact Apple Support directly (*********************************) for assistance with your refund, as they processed the charges.

  On our end, we can confirm that the cancellation has been processed, so there should be no further charges. We once again sincerely apologize for any inconvenience this may have caused and hope that you will consider Housecall Pro for your future business needs.

• Initial Complaint

  Date:08/20/2024

  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.

  I was sold a 2 week trial by ***************************** She said I would not be charged at the end of it I was charged for several Months - I never used the software I am a happy jobber customer.I attempted to cancel the software and get a refund . They would not refund 3 months of service even though I was told by destiny I was not going to be charged.I was told to accept 3 months of free service - I took it on the condition we would not be renewing.After the free months they charged my account 391$ I have never used the software.I never wanted it.They will not refund the 391$ I am 1600$ spent on Housecall pro - I never used it or wanted it .Now I want a refund .

  Business Response

  Date: 08/22/2024

  Hey ****, sorry to hear about your experience as we definitely aim to serve you. Upon thorough examination of your account and call/email records we can see and confirm that when you initially called back on March and the 3 months free of service were offered we clearly stated when billing would resume (June 30th, 2024) and that you would need to reach us before then to avoid any further charges and that legitimizes the charges supporting the policy of no grounds to refund. With that said, as a show of good faith we will refund the first charge and approve the disputed second charge so you will be getting back to your payment method the $391.62 (charged June 30th) and the $391.62 (charged July 30th) within the next 3-5 business days. We can also confirm your cancellation has been made effective.

  We sincerely apologize for any inconvenience this may have caused and hope that you will consider Housecall Pro for your future business needs.

• Initial Complaint

  Date:08/02/2024

  Type:Sales and Advertising 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.

  Ever since we experienced a charge back and received some of the worse customer service I have ever received by another business I decided to cancel my subscription. They offered us a few months free to make up for this. Our office manager wanted to see how they would respond after the promotion. Then today they called us for a payment and I told them I had to talk to our office manager to see how we would want to proceed. So in response to that statement they suspended our account and we had no access to our customers. This makes us as a company look bad for actions they took. No prior warning just a call out of the blue and immediate suspension all for saying I have to talk to my office manager. So they forced us to pay and still we do not have access to our customer list.

  Business Response

  Date: 08/05/2024

  Hey ****, sorry to hear about your experience as we definitely aim to serve you. We are currently reviewing your records to understand what happened and will get back to you on that however, is really important for us that you have access to your account as soon as possible, are you still having issues to access the account ? If so, can you please email us directly at ************************************** also providing the best number we can reach you at 

  Customer Answer

  Date: 08/05/2024

  its to late. I paid your companies ****** fee and will be leaving one of your customers. Unfortunately my business needs to do business with companies that value their customers so there is no need to review. I hope other companies find this useful in their decisions to do business with you. 

  Business Response

  Date: 08/06/2024

  Understood ****, once again we're sorry you feel that way but please do let us know if there is anything else we can do to assist you.

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising 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 charged me for a service plan I had cancelled almost two weeks before the renewal date. I have multiple emails and recorded phone calls stating I would not be charged and my plan add-on would be cancelled. When I noticed the charge, I logged into my HCP account and discovered that not only had my plan not been cancelled, it was marked as "renewed" and was scheduled to be charged again three weeks later. I made several phone calls, and sent multiple emails requesting a refund for the unauthorized charge, and they said the would "look into it".A week later, after a month of issues, terrible accountability-lacking customer service, and still no refund (or even a response about my refund), I decided to cancel my overall plan with Housecall Pro. Again, this cancellation was before my renewal date. Not trusting them to keep their word, I immediately called my bank and locked my business debit card. Sure enough, the very next day they tried to charge my card. Over the next week, they continued to try my card, as well as blow up my phone and email stating my payment was due or my plan would be cancelled due to non-payment. Another phone call said I needed to call them back to verify that I wanted a refund and to cancel my main plan - I called her back twice and left voicemails, but got no response at all. I have responded to each and every email they've sent about my cancellation but they still act like I'm invisible. Over the course of the three years that I've been with them, they've taken away all the perks that I signed up for, only to turn around and sell them back as expensive new add-ons - including my company website that they butchered after forcing me to swap to their new $100/month platform or risk losing the domain name I had for years before joining HCP. They sent invoices to my customers with no option to pay, stopped processing payments for two weeks so paid funds just sat on their website. And now they're giving me the run-around.

  Business Response

  Date: 08/02/2024

  Hey ******, sorry to hear about your experience. After reviewing your account and the chat records, we were able confirm your cancelation request for the software came 07/23 with a renewal date of 07/24 and for that reason we have voided the attempted charges for the renewal. At this point we can also confirm that requested refund for your website charge was processed on 07/23/24 so you should already see your funds back, there is no amount due on the account anymore and no retries for said charges and also that your cancellation request for the software has been made effective.

  We sincerely apologize for any inconvenience this may have caused and hope that you will consider Housecall Pro for your future business needs.

• Initial Complaint

  Date:07/26/2024

  Type:Product 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.

  I first used Housecall Pro in March 2024. I used them on a month free trial basis for their services. After 1 month I determined that it was not the right fit for my business and I called before the end of the trial period to cancel my account. Despite this I was still charged $219. I contacted them again after they charged me and requested refund and a cancellation. They offered me two more free months to see if I could continue using the service and see if I liked it to which I agreed. They also told me they would refund the $219.In April of 2024 I called them back to cancel the service as it simply was not working for me. They told me they would cancel it and that would be that. Since then they have still continued to charge me $219 every single month. Every single month I call them and demand a cancellation and a refund. I get told that I will be contacted by the billing department in the cancellation team to start the process of canceling and get a refund. Every single time no one contacts me back. I keep getting told that I cannot be transferred to any other lines as their call center is an incoming only. I cannot contact their billing department, they're cancellation team, or any supervisors. They have now charged me for 4 months despite numerous attempts to cancel their service.

  Business Response

  Date: 07/30/2024

  Hey ******, sorry to hear about your experience as we definitely aim to serve you. After reviewing your account records I can confirmed that you had previously made a cancellation request and it was not processed for that reason we have refunded you for the charges that have happened since then and can confirm that your cancellation was processed.

  We sincerely apologize for any inconvenience this may have caused and hope that you will consider Housecall Pro for your future business needs!

  Customer Answer

  Date: 07/30/2024

  
  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:07/09/2024

  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.

  House Call Pro offers some valuable features for businesses, but my experience with billing has been extremely disappointing. They charged my credit card $599, despite my account showing a bill of only $148. I suspect this overcharging is a common practice they hope customers won't notice.Upon contacting House Call Pro, their customer service was unhelpful, merely stating someone from billing would call back within 24 business hours. It's concerning that they didn't prioritize resolving an unauthorized charge immediately. Additionally, I was promised a $50 Amazon gift card by the first representative, which I never received.Due to the overcharge, lackluster customer service, and unfulfilled promises, I've cancelled my House Call Pro account. I want a refund immediately as the charge for $599.00 was unauthorized and as far as I am concerned fraudulent.I also expect the $50 Amazon gift card as promised.

  Business Response

  Date: 07/11/2024

  Hey *****, sorry to hear about your experience as we definitely aim to serve you. After reviewing your account and the notes records we see that the situation has been resolved, the refund has been issued and the account was set on the correct promo it should have been on. Please let us know if there is anything else that is pending or that you are needing help on !

• Initial Complaint

  Date:07/02/2024

  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.

  Function of software with service plan SMS reminders has been non functional since May of this year and not one person can tell us what is happening or fixing the issue. Bounced around a lot with no solution. Costing a lot work and stress on my staff.

  Business Response

  Date: 07/10/2024

  Hey ******, sorry to hear about your experience as we definitely aim to serve you. After reviewing your account and the chat records, we have identified the issues you have had with SMS reminders being sent to your customers on service plans. Our engineers advised that this is now fixed and you should no longer experience issues with customers receiving their service plan reminders.

  We do not offer credits in relation to technical bugs at this time. We understand this is not ideal and apologize for any inconvenience this may cause. As a show of good faith we have credited your account with 2 months of service plans add ons that you have paid while those reminders were not working properly. We apologize if that is not the outcome you were looking for but we aim to serve you as best we can so please reach back out if there is anything else you need.

  Customer Answer

  Date: 07/10/2024

  
  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:06/17/2024

  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.

  From march and still today. They had promised to deliver a certain service and training for service. They had promised a certain amount of free time to try service. And give training or demo. They have yet to provide that service and now saying that they not going to. They asked me to pay more to go to a higher package to recieve leads, online booking, monthly contracts, and price book. Never got training nor any leads from their partners , price book was a mess, there trainer never had time he gave free month because they charged me without me knowing as I told them I did not want there service but they charge never told me. Had me locked out of my account mad3 me miss appointments with customers because all their information was stores with them. There was two reasons I gave them a try they said they had it where I payba certain amount I could set up monthly maintenance contracts with customers and it was easy. However they never gavevtraining and thebtraining videos they gave or training information was a bunch of stuff going in circles but never could get help. Most their training videos kept talking how great they are but never gave a solution to problem. But they charged me locked me out of account they recently found that I hired an lawyer and they have now erased all of the chat box messages between me and them. As they want talk in an email they just send an email saying you have new message in chat box which they control I looked bad midding over 10 appointments or more because they locked me out. I just want the money they took from my personal Amex card which they were told they could charge it one time for apox ***** that not to anymore as it was personal card and I didn't have company card at moment but I had to close that Amex because they kept chaging it, when asked for refund they said my account is in retention and they can't until it's out. They need to refund and more.

  Business Response

  Date: 06/24/2024

  Hey *****, sorry to hear about your experience as we definitely aim to serve you. Please allow us to research into this matter and we will get back to you. If you need to follow up, please email us to **************************************