Complaints

This profile includes complaints for ServiceTitan, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ServiceTitan, Inc. has 2 locations, listed below.

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  ServiceTitan, Inc.

  800 N Brand Blvd Ste 100 Glendale, CA 91203-1245

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  ServiceTitan, Inc.

  801 N Brand Blvd STE 700 Glendale, CA 91203-3255

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2023

  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.

  On November 28th, 2022 we began an onboarding process with ServiceTitan. We were billed a little over $1,000.00 for the onboarding process alone. This is a 6 week training course and they promise to guide through and help you. Throughout the course you are to receive 1:1 meetings with your onboarder per week. The training alone just shows on overview of how the system works. This does not include importing any of your current client information, setting up your services, pricing for those services, etc. on week 2 they imported my client list only even though I provided numerous spreadsheets they chose not to import. The client list was incorrect, showing inactive within my active client list and ALL clients were shown a balance due which is also incorrect. We use QuickBooks for our accounting software that is always up to date. I made them aware of this many times and nobody reached out to correct this issue. Throughout the remainder of the course I reported to my onboarder that nothing on the software was accurate and that nobody was helping me. There is so much more to setting this system up and you need THEIR help to do it. I was told that they could pull our information from our current scheduling software, HindSite and our accounting software, QuickBooks and then import it. This was not true as they then made me *******-4 weeks in that I would have to manually input a majority of my services, pricing, and maintenance agreement information. Given the entire amount that we are contracted for their services, a grand yearly total of over $11,000., they should be importing most of your information. Approaching week 4, with no help provided to me to "Go Live" on January 5th... I made the decision for our company to terminate our contract early. Within the contract it states that if THEY do not fulfill their end, they have to work with you on the termination fee. They reported back to us they would like the entire remainder of the contract paid, over $11,000.

  Business Response

  Date: 01/24/2023

  Hi *******, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

• Initial Complaint

  Date:12/20/2022

  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.

  We have been using serviced titan for 1 year. As most other people have complained we were promised that service titan could do everything we wanted it to do and more, it doesn't. We were also told there would be dedicated support person to help us with all of our needs. This person just kicked the can down the road and told us to contact someone else EVERY SINGLE TIME we asked for help. We decided to end our contract as of December 15 2022. I was told multiple times by multiple people that our contact would terminate. low and behold we were charged $1500 on December 19th for continuation of our contract. I have sent multiple email to service titan and have received no response. I want a refund of our $1500, confirmation of the termination of our contact, and removal of our bank account information from the website.

  Business Response

  Date: 01/25/2023

  Hi ***********, thank you for your feedback. We're sorry to hear about your experience. We are reviewing your case internally and will give you an update as soon as we can.

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide a timeline for when this will be resolved.

  Business Response

  Date: 02/23/2023

  Hi ***********, 

  We were able to review the case history on this matter. After being charged the December bill of $1531.60, you disputed the charge with your credit card company. The company ended up refunding that charge, so you did not actually pay for December. Accordingly, there is no amount to be refunded. 

  Finally, we confirm that the contract is terminated and you no longer are being billed. We hope this answers all of your questions. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19321954
  
  I am rejecting this response because:

  my bank refunded the money to me. But that doesn't mean the money was taken back from you. I would like confirmation that you refunded the bank the money because it is not your money to keep. 

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