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:03/14/2024

  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.

  I was on a month trial basis with Housecall pro and was autorenewed to the full system without my knowledge or consent. I called to get a refund and remove myself from this CRM and was told that was not an option. I have gone with another CRM and only want my money back. Seems really straight forward and what a company with integrity would do.

  Business Response

  Date: 03/15/2024

  Hello ******, I apologize for the inconvenience you've encountered. Upon thorough examination of your account and call records, it has come to our attention that there was a lapse in communication regarding the terms of your subscription. Specifically, the sign-up process entailed a discounted rate for the first month followed by a transition to the regular subscription fee thereafter, with the flexibility to cancel anytime. Consequently, we have initiated a refund for the March subscription charge, which should reflect back to your payment method shortly. 

  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:02/28/2024

  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.

  Making a complaint about the service that we've been receiving. The ******************* has done nothing to help us resolve our issue and told us that there is nothing that that can or will do to make this software work for us. We have a very simple issue of their Credit card and ACH processor is having a problem that prevents us from collecting payments from our customers through House Call Pro. We keep getting told is not fixable without any good explanation as to why or any attempt at a solution. This is leaving us to have to pay for more 3rd party software applications and use additional funds which defeats the entire purpose of having HCP in the first place. We are currently reviewing other CRM options as alternatives if this doesn't get resolved or show an actual effort put in place to address our issue. Currently we will be moving our other entities to different software as well.

  Business Response

  Date: 03/01/2024

  Hey ******, sorry to hear about your experience as we definitely aim to serve you. There is not a technical issue, bug, or glitch impacting payments currently with your account. Accounts processing with Housecall Pro are subject to review at any time per our Terms of Service. We wish all accounts were eligible to process payments, but unfortunately thats not the case due to our current underwriting. At this time, our processor in conjunction with our system determined your account is ineligible for payments after a review was performed, without the possibility of a re-review.

  We wish we had specifics for you, but the review process is proprietary, so details are not shared with us. Payments is something that does help streamline our pros process and is included with all our packages at no additional cost, for those who are eligible. We have many happy, successful customers who use our system in conjunction with another processor, such as Square, and simply mark invoices as paid by other. I understand that this is frustrating for you, but we are required to uphold the decision made by our payments team and processor. We understand this might not be ideal for you but we are here to help as needed!

• Initial Complaint

  Date:02/15/2024

  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.

  So I have a small business and I've had this company for over 2 years. I have a customer that placed a deposit to have a job started next week well house call pro decided to put a hold on my deposit and won't release my funds till next week. The money already came out of the homeowners account and now is talking about canceling the job. We have a tight schedule and this company holding this deposit is about to make me lost 30k for this job. As a small business my guys need to be working and without these funds I have to put my guys out of work because we had this already in schedule for next week. I can't pull no permits because the funds aren't in my account. If I pull permits and homeowner backs out then I'm already out of money for the permits. This is very unprofessional and will be going to another company after this job. Definitely wouldn't recommend this company to any small companies you will go bankrupt with stuff like this. We are just coming out of the slow season so for them to do something like this is just uncalled for.

  Business Response

  Date: 02/19/2024

  Hey ****, sorry to hear about your experience as we definitely ************ you. After reviewing this situation per the Terms of Service for using the processor through Housecall, all charges may be subject to review. This payment was taken 02/13/24, we immediately notified you of the hold and asked for additional information on the invoice. After not receiving anything from you, we reached out again on 02/15/24 which is when we got the information from you, the review was completed 02/15/24 (later the same day) and it takes the regular 2 business days for deposit after as the payment was over the $9,999.99 limit for Instapay. Once again, sorry for the inconveniences and we are here to help!

• Initial Complaint

  Date:02/15/2024

  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.

  January of 23' I got a call from a representative and talked into a free trial but was assured that i wouldn't be charged for anything outside of the trial without approval. I didn't even log into their app and they started charging me nearly right away. i had asked for proof of where i accepted anything other than the free trial and they couldn't provide any of such. also, they tell you to contact them but when you contact them you can't get anyone who can solve any problems. They reply on this without any true means of contacting someone back. DO NOT USE THIS COMPANY! THERE ARE OTHER REPUTABLE COMPANIES THAT DO THE SAME THING! I'm sure they will try and rebuttal this without any solution, I've let them know multiple times that if they provide any documentation of me agreeing to the service, I would happily pay.

  Business Response

  Date: 02/16/2024

  Hello ****, I apologize for the inconvenience you've encountered. After reviewing your account and the call, it appears that the representative accurately communicated that the initial month would be discounted, followed by billing at the full rate thereafter with a month to month subscription. Since you initiated a cancellation request on 11/21/23 we are going to refund the last month. Considering you did not use the service, we've decided to provide a good faith refund for half of the subscription period, both will total $865.36. 

  Hope you will consider using HCP in the future, have a great week.

• Initial Complaint

  Date:01/27/2024

  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.

  I never used the service a rep was suppose to call me to setup everything he didn't then I talked to a rep when they were trying to charge me another month and told them I didn't even use the service she said she could see that and told me she was gonna take care of it I would not have to pay it then proceeded to try to get me to stay on them and let her set it up with her I said no she was persistent I said I would think about it I never heard back from her and today I was charged ***** dollars I was also told it was month to month after the trial I never agreed to a second month after the trial

• Initial Complaint

  Date:12/28/2023

  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.

  December 2022, we had a series or conference calls with Housecall Pro to sign up for their software. We were given certain credit card fee rates. The company should have the recording of the call. Two months later after we were already hooked up with the new software, a higher rate was given to us. We have been tried to resolve this issue throughout this entire year. The management is non existent: **************************. I would like someone in charge to contact us and resolve this issue. We were lied upfront, this is not a good business practice. Aside from this, we have continuous programming unresolved issues. There is no management involvement. I don't see anything done to resolve ongoing issues.

  Business Response

  Date: 12/29/2023

  Hello ********,
  
  Thank you for reaching out. Looking into this for you now. Investigating this for you to see what I can do to assist here. Do you have any correspondences with anyone from the sales process regarding the rate negotiation? If you could send any additional info you have to ************************************** that will go to me and my team to help expedite this process. Hope to hear from you soon!
  
  Thank you,
  *******************
  Manager, Customer Success

  Customer Answer

  Date: 01/03/2024

  The company reached out immediately; however, no issues have been resolved regarding the rates. I am waiting on the technical issues to be resolved.  The upper management is too busy to get involved. 

  Business Response

  Date: 01/04/2024

  Hello ********! *** here, one of the managers you have been communicating with. For the technical concerns, after your first post we assigned a Pro Advocate rep to assist you in investigating your concerns and helping coach on best practices as well as document current product limitations for our product team. Thank you for providing that feedback with him so we can continue to innovate and improve our product for our pros! In regards to the rate negotiation, as I mentioned in our emails, the process was not completed so the rate was never confirmed and agreed upon via contract. Our Fintech team required more information that was not provided, so although processing was approved at a later date, a new process was never initiated. Throughout our correspondence leadership has been involved and made aware. Currently working on outreach from Fintech leadership to talk through the concerns on the rate process with you.We appreciate the feedback from you so we can continue to improve our processes to make the experience better for our pros to avoid frustrations with situations like this. I also reached out via our ongoing thread with this information. Thank you!

  Customer Answer

  Date: 01/08/2024

  I appreciate the team working to address the current technical issues with the software.

  However, as of today, Jan 8, 2024, NO issues have been resolved.

  No resolution as far as the credit card rates promised and not delivered. If retroactively nothing can be done, please address the issue for the future and make it right to your customers! 

  I cannot get in touch with anyone in the upper management, as they are always "very busy". I will not stop until someone in the upper management will give us a call, understand fully the issues and try to reach a happy resolution for both parties.

  Emails back and forth do not solve your issues. The right people have to be involved. Please at least try to look like you care about your customers and we are not just numbers bringing monthly income. 

  Thank you!

• Initial Complaint

  Date:12/25/2023

  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.

  I signed up for this site because they kept calling me non stop soon as I gave my card info he rushed me off the phone said he would call back at 9 pm and never did then I went two weeks calling emailing texting no response up until the next billing date then they call trying to get more money no one ever gave me onboarding like the guy I signed on with promised and a manager from the company said I haven't gotten 1 client from **** site nor have I used it I canceled my card so I could avoid charges now I have to wait till after new years for a card ruins holidays for my kids there is ****s of complaints about this company on line i want a refund i requestec same dau

  Business Response

  Date: 12/26/2023

  Hello *******, I am sorry to hear about the interaction you had here. Out goal is to Champion our pros, not pressure sales. I attempted to look up your profile but your email is not pulling anything up. I would like to confirm the email you used for your account and your info to confirm we are looking at the accurate account for your business. Can you email me at ************************************** with that information please? Also, can you send me info on who your spoke with if you remember? Thank you and hope to hear from you soon!

• Initial Complaint

  Date:12/04/2023

  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.

  This company has been pestering me for a long time ever since we started our business living calling calling calling it multiple times a day to sign up for their software every time I told him no to stop calling they are very persistent sales people.One day finally I decided to give him a shot just because they are super persistent The guy told me that I can cancel any time I told the guy many many times that I was had hesitant to try them because I already have an existing service Now I tried to cancel it and they make it very very difficult for you to cancel there's no option to cancel on their software on their website or on their app You have to go through a representative on the chat or call them but their answer is always the same They say that they would submit a request for the cancellation team Is very obvious what they're trying to do they're trying to make it difficult for you to cancel This is so enraging I told The sales people that I wasn't interested in signing up because I don't have time to change software at the time.They make it very hard to cancel be aware of this people now I have to cancel my credit card They need to cancel this right now otherwise I will cancel my credit card

  Business Response

  Date: 12/05/2023

  Hello *********,
  *** here one of the managers for our customer success department. I apologize for your issues during the sales process, looks like you were enrolled on the essentials plan on a discounted promotion. For a cancellation we do require a phone call in most cases, becuase we want to understand where we fell short and work to make things right. I see that you called in yesterday, 12/4 requesting to cancel, and our cancellation team reached out same day to confirm and get it processed. At the end, you were fully refunded what you had paid. On my end, we are showing that refund was processed on 12/4/23, back to the card used to pay for the enrollment. It can take 3-5 business days for the refund to apply to the account. If you are not seeing the refund, please send me an email at ************************************** so we can get this resolved. I also went in and marked the phone number we have as Do Not Call, per your request. I am sorry again for the experience you had and can promise we are always working to innovate and be better to champion our pros to success. Hope to hear from you soon *********!
  ***, Manager, Customer Success

• Initial Complaint

  Date:12/02/2023

  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.

  Was sold on house call pro by a salesperson -***, who gave me the wrong price and promised I would be given a call the following day for demo and set up on this product I had paid for. No call for set up and turns out *** had misrepresented the price point of the service and I was being charged nearly double what I had originally thought. After many calls, and hours spent waiting in the field for them to call me back,(you can not directly call them they have to call you) I had to cancel. They said they could not refund my money for a service I was lied to about and not delivered in any way- they basically stole my money and delivered exactly nothing except a headache in return. I was then told countless times I would be contacted by their billing department about the status of the refund which never happened.

  Business Response

  Date: 12/04/2023

  Hello *******,

  Ben here one of the managers for our customer success department. I apologize for your issues during the sales process, looks like you were enrolled on the essentials plan on a discounted promotion, with service plans also on a discounted promotion, plus the profit rhino integration. All in all, the first month was about 50% off what the regular monthly would be for all those features in addition to the base plan. The salesperson you worked with is no longer with the company, but I reached out to their manager to make them aware of the impact here. For a cancellation we do require a phone call in most cases, becuase we want to understand where we fell short and work to make things right. I see that you called in on 10/17 requesting to cancel, and our cancellation team reached out same day to confirm and get it processed. At the end, you were fully refunded what you had paid. On my end, we are showing that refund was processed on 10/18/23, back to the card used to pay for the enrollment. If you are not seeing the refund, please send me an email at ************************************** so we can get this resolved. I am sorry again for the experience you had and can promise we are always working to innovate and be better to champion our pros to success. Hope to hear from you soon *******!

  ***, Manager, Customer Success

  Customer Answer

  Date: 12/04/2023

  
  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:08/29/2023

  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.

  I have been using the HouseCall Pro system for over a year now and I am having constant issues with their system not working properly and there has been a few times where their system has gone down so many times that its effecting my business and costing me thousands of dollars n lost revenue. I have call many times and have requested to have these issues address and to have a manager call me to handle this situation, as the customer care center is only a note taker and can only send messages and they do not have any mangers, so they say that I can speak to and they would have to have someone reach out o me directly as they are "always in meetings". They have had to credit me a few times in the past for their issues , but now it has been 4 weeks of contact and when a manger has reached out to me i will not ring on my end and its only a voicemail left from them, and they proceed to tell me that they don't have a call back number and that they would try to contact me again, but yet again the phone will not ring on my end for me to be able to pick it up and answer them as they have their phone systems setup to only leave voicemails and not to ring on the consumer end. This is very frustrating and this doesn't resolve my concerns, and they are threatening to shut down my system for non payment, even though payment is still in dispute and I have been awaiting a credit for over 4 weeks now.All I want is to resolve these issues with a manger and they don't have any way for me to talk to one, so there is no way to get things resolved.On top of the fact that the tech team just keeps throwing my issues around like a football and not resolving these issues. This company lies about the features the system has to offer as a-lot of the features don't work properly on the system. This is false advertising and they are still attempting to charge me full price for a system that doesn't work as its supposed to.

  Business Response

  Date: 08/30/2023

  Hello *******,
  
  I am sorry to hear about these issues you have had. We did have a few downtimes this year, but overall our system has a uptime of over 99%. In regards to the manager call, our teams should be contacting as quickly as possible. I can assure you our phone system does not have anything in place to not alert you and just go to voicemail. We do sometimes have issues where our numbers are flagged as Spam, so if you have any spam blockers on your end that can cause what you are experiencing. I was able to locate your account and am pulling the information here. Let me send this over to the manager working the situation to give you a call and get you the support you deserve. I apologize again for the delay here but will work to ensure we get this resolved for you to the best of our ability. 

  Customer Answer

  Date: 08/30/2023

  The responses about them not having their phone systems setup to go to voicemail only and not ring on the consumers side, nor allowing me to be able to get a contact number to call them back after they leave me a voicemail is a lie. This happens with companies that don't want to have incoming calls to their business and only want to relay messages out to their consumers via a voicemail.Everything they have said in their responses was a whole story of lies and deceit. They are just making up lies to not have to resolve this issue that they have created and there is a paper-trail on their end showing how many times I have called in the past 4 weeks and it should amount to about 20 different contacts and still nothing has been done, hence why I have turned to the BBB for litigation on this issue. I don't have time as a business owner to deal with their lies and their broken systems.The next stop will be further legal actions with the AG's office and a call to my legal team to take further legal actions if they don't want to resolve this concern.

  Business Response

  Date: 08/30/2023

  Hello *******! *** here, just was notified of your response here. Wanted to record that I called you this morning and we did talk through your issues as well. You have my email now as well if you need additional contact on this or other matters. Thank you!

  Customer Answer

  Date: 09/13/2023

  
  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,
  
  ***************************