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:12/03/2022

  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.

  In May of ************************ the software that Housecall Pro (HP) offers via subscription. My sales contact with HP was *********************. I agreed to a $22 trial subscription leaving me with the time I needed to evaluate the software for use with my business. I determined that it was not what I needed at that time. I contacted my HP sales contact *********************. His email and phone accounts were inactivated. I then went through their customer service line to get in touch with someone to notify them of my decision to not proceed.I noticed about six weeks later that Housecall Pro was withdrawing a monthly subscription fee of about $65. I again went through HP's customer service as I had no other point of contact after the disappearance of *********************. Eventually I was contacted by ******************* who handles deactivations. I explained my situation and he was initially helpful as the subscription should have never gone past the first two weeks. When I initially asked for it to cease. During the $22 trial offer. He stopped the payments and closed the account. He then "escalated" the matter and sent it to "billing" for the refund of the two months. That refund has never been posted. I have contacted HP no less than 17 times since May, nothing. *************, *******, ********, ****, the list of names of people who keep telling me the same things now for over six months. I spoke with **** on the phone the beginning of last week. He assured me that someone would call me THAT day, nothing. I followed their policies, and they still took my money in direct conflict with my notification that I did not want the subscription. Housecall Pro had a deficit in house, within their sales office, with Brain Zamin. I did notify the company, in spite of those issues, within the time allowed to do so. They took my money anyway and evidently have no intention of giving it back. I have been patient, very patient, I want my refund immediately.

  Business Response

  Date: 12/06/2022

  Hi *****, 

   

  I see that you have had an issue with your refund and had been in touch with ******************* in regards to a refund. We will be reaching out within *********************************** the mean time, my direct email is *************************************** and I'm happy to provide any updates as they come within this 48 hour time frame. 

  Thank you,

  ***********************

  Pro Advocate

  Customer Answer

  Date: 12/06/2022

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

  Customer Answer

  Date: 01/20/2023

  I am rejecting the business response due to the fact that they have not done anything in response to my complaint. Please see below:
  

  
  I have emailed ***********************, no reply. I have emailed *******************. On the third email he responded with a generic corporate email. I sent an inquiry to them. I received no response from it either. No credit has been applied to my account either. Absolutely nothing was done. So here we sit again seven months later and Housecall still cant make good on their word.
  
  I want a full refund credited to my account. It is the only acceptable resolution. ****** still hasnt answered my emails as of today..
  
   

  Business Response

  Date: 01/20/2023

  Hi *****, 

   

  Apologies for the back and forth - we did try calling in December but wasn't able to reach you. I have my most senior **** ******* reaching out. She will be able to assist with the request and get you settled. Her name is ************************* (****************************************************)

   

  Thank you, 

• Initial Complaint

  Date:11/16/2022

  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.

  Housecall Pro has called us multiple times to try and sell us their product. I have told them no repeatedly, and since they keep calling, I've asked them to take our number off their call list four times, and I've emailed their support email. I don't know what else to do at this point to have them stop calling us. It is getting excessive at this point. Any help with this situation would be much appreciated.

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called a dozen times regarding a refund. I am always told my issue will be escalated and billing will be contacting me. I have spoke about my refund to no avail. Cancelled within the time frame Still NO refund. This is absolutely disgusting business practice. Billing has yet to call -EVER- and issue a refund.

  Business Response

  Date: 11/08/2022

  Hi ******, 

   

  I see you have tried to reach ** multiple times - I will have a rep from our team reach out to you today to discuss the refund/issue you've experienced. In the future, please feel free to reach out to ************************************** for immediate assistance. 

   

  Thank you, 

  ***********************

• Initial Complaint

  Date:10/19/2022

  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.

  We started and tried it for a few weeks. It wasn't for us and we found another service that is $150/mo less. I canceled via their online chat as it says to do on their site. The online agent said they canceled it and advised us to export our info. A month later, they are STILL trying to charge us!

  Business Response

  Date: 10/20/2022

  Hi Georgia, 

   

  We apologize for the delay in cancelling your account. I did notice there was an attempt to collect the subscription amount, but we did not process it. I have reached out to our retention team to have the account cancelled today. Should you see any other activity on your bank statements from us please reach out to me, but as of sending this message we have closed your account. 

  Feel free to reach out to me directly if you have any other questions or concerns. 

   

  ***********************

  ************************************** 

   

• Initial Complaint

  Date:09/09/2022

  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 am a housecall pro customer. I use the monthly subscription payments for my membership. I recently had a former satisfied customer (I provided documentation of the customer statements of satisfaction like "oh it looks great of course here is your final payment" ) this customer ordered $30k worth of things done to their home, including custom kitchen cabinets provided by a custom cabinet provider that were $10k. New kitchen Install all new interior and exterior paint job etc. A few months after the job was completed this customer withdrew all of her credit card payments $30k that she paid through the house call pro payment portal that I subscribe to. 30 days to submit evidence ( that I did submit undisputable evidence to support my case. Stripe along with housecall pro decided in favor of my satisfied customer at this point ********************** says they picked up the tab and now I owe them the $30k I have received no documents of the decision, no invoices, no statements, nothing but a chat bubble that reported the news of this decision against me and my new debt. Also more recently they intercepted another customers deposit for a new project that he sent to me and the chat bubble stated that they intercepted. This payment to apply it toward my balance. I have been awaiting any documents so that I could get my day in an actual court to defend myself to an actual judge with an attorney to represent me but no such documents or any evidence of these goings on have been provided. Is this even legal? Re there any other customers having this issue? I would be glad to get together for the next class action. And no this is not a software issue. Until this point would have referred hcp to new small businesses, however now I find it very scammy and bordering on criminal. Someone please help . Thank you

  Business Response

  Date: 10/20/2022

  Hi *******,

   

  We appreciate your feedback and are looking into this complaint - currently gathering your account information and will have someone reach out to you soon to rectify/discuss further. 

   

  Thank you,

  ***********************

• Initial Complaint

  Date:09/07/2022

  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 started with this company in it's infancy and helped them work out all the bugs in the system while enjoying a ****% flate rate for credit card processing.After some years go by they called saying they were losing money with my processing fees. I offered a deal where I would pay $1 a month to use the services but would pay current credit card processing fees.Fast forward a few years they are now telling me they will bill me $159 a month to use the services. I told them I would agree to that only if they bring my rates down to **** as they originally were before our agreement.They have twice now stated that they will no longer honor the $1 a month agreement however I would have never agreed to change my processing rates if my the agreement was not perpetual on both sides.

  Business Response

  Date: 10/20/2022

  Hi ******,
  
  We appreciate your feedback and are looking into this complaint - currently gathering your account information and will have someone reach out to you soon to rectify/discuss further. 
  
  Thank you,
  ***********************

• Initial Complaint

  Date:09/02/2022

  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.

  In June of 2022, I reactivated my account with housecall pro. I had been a customer of theirs previously for about 5 years prior to the pandemic. Upon restoring my old account I proceeded to do business using their software and collect payments from customers. When their team asked for proof of business to use their merchant services I thought nothing of the issue as it is customary for companies to do so. I sent 3 months bank statements, IRS EIN Confirmation letter and Proof of ID. The gentleman ****** ****** performing the inquiry then asked for more proof of and I quote You are who you say you are. I then sent him my business LinkedIn profile, screenshot of my ****** listing, newspaper articles pertaining to my business with my picture that should easily identify with my Drivers license I sent in the first request for disclosure of information.****** ****** then responded a third time and stated I was not allowed to use their merchant services and he basically said The merchant services provider housecall pro uses has flagged your account and has forbid us to allow you to process credit cards.Therefore, I reached out to the 3rd party company and they performed an investigation into the matter. They then informed me via email that they had no issue with my accounts and offered to establish me an account independent of housecall pro which I eventually did.When I made inquiry into the decision of ****** ******, his teammates ridiculed and tried to mock me. I was in shock. I was one of their first 100 customers. Not only that, I discontinued my services with them and uninstalled the app. They continue to charge my account to this day. I had to file a dispute with my bank and provide copy of the emails where I informed Housecall Pro of my decision to go somewhere else. ************************* was released from another company for discrimination upon further investigation. Housecall Pro has become a company with complete disregard for morals. Just Greed!

  Business Response

  Date: 10/20/2022

  Hi ********,
  
  We appreciate your feedback and are looking into this complaint - currently gathering your account information and will have someone reach out to you soon to rectify/discuss further. 
  
  Thank you,
  ***********************