ServiceTitan, Glendale CA

We've been using the ST software for two years now. We recently had an issue and reached out to the dedicated CSM team with NO response for 10 days & little to no help when calling the help center. The software is clunky & at the moment is stressing out customers when incorrect notifications are sent. 99% I am an advocate for ST as there is so much you can do on the platform & I love that side of it. On the other hand, the customer service is atrocious.

Owner of an electrical contracting company, been almost 3 years with service titan and we are still not operating efficiently. The on boarding team and their group training was terrible and absolutely did not set us up to understand the system, set it up, and properly use as well as build from there.
We have had a constant revolving door of success managers and "teams" who just disappear randomly with little success to get us any further. Each rep. Gives us different processes and takes us down different paths which the next rep says was/is wrong. We have committed unlimited personal to learn the system; at the beginning and still. One of our success managers mentioned issuing a credit on our account but that never happened and we are seriously thinking of going to a legal level against service titan if we are not given the proper amount of attention to get our company operating efficiently in the short future.

Service Titan seems to be going way down hill with regards to support. Waiting almost a month for customer support is ridiculous especially considering what we have to pay for this software. We are left on our own to watch training videos and have little to no "one on one training". Franky I am having buyers remorse as I was promised the world by Service Titan and they have yet to prove their worth! Their answer to everything seems to be "Watch this training video or spend more money on "Service Titian marketing" and "Service Titan price book pro" Features that I feel should be included in the "works" package. Feeling very disappointed

After my above review, I was contacted my a senior success manager who assured me that we will get the support we need and he was very apologetic and seemed sincere. I changed my one star to a two star. Hoping to make it a 5 star sometime soon!

Had some momentum. For a minute. Back to one star! Service Titan just wants your money it seems and once they get it, nothing but crickets. Why am I forced to pay full price for the works package and then be told they don't have time to on board our inventory because it is their "busy season"? We should have a discounted rate until this is done. But Service Titan doesn't give discounts are refunds because they don't care about you once they have your money.

I've worked with Brittany B.at ServiceTitan over the past year or so. She's been wonderful. Always a joy to interact with. She maintains an enjoyable safe meeting space. She's never pushy and is always willing to help out. Thank you for all your hard work Brittany!

As a employee that uses service titan every day. It has good potential and it's capabilities are great. It seems to be really customizable which can make it confusing for some at first. From a technicians view the only real complaints I have with it is how bugy it can be. Sometimes when I'm in the middle of doing something in the app it restarts or reloads and kicks me back to the dash board. I've also sold estimates to be done at a later time and sometimes it then never sends a notification to the office staff to book a job and by the time we catch it we have lost that customer. These are just a few of the issues I have experienced with the app using it for a little over a year.

Read the 1 star reviews. This company has a lawsuit in its near future, mark my words. There is nothing I can say that has not already been said. Beware of this company, and they deserve criminal recourse. I have experienced the same horrible experience as everyone else. STAY AWAY

They ported our phone lines out, after we told them not to, and they confirmed the cancellation, and now we are without phones for 5-7 business days. Thousands of dollars down the drain and potential customers lost.

I have pages of information detailing proof of contract breach on their end, that I have sent them, and they will not release me from my contract. They failed during onboarding and data import, promised they would streamline my business, only to say that I have to input 80% of my payroll MANUALLY. This would take more time than my original system doing the opposite of promised optimization.

It doesn't matter what I say, nothing will be done with my request and they will only try to bleed me dry.

I'm definitely not a big fan of this software. We the capabilities are pretty good with most things, but it is over complicated. The amount of steps you have to do for a refund are crazy. It's really hard to get a hold of anyone too. You call in and the people are hard to understand and not always able to help. They give you "dedicated" people to your account, but they have 2 days to get back to you via email. Not everyone can wait around for 2 days. They also make it really hard to leave and transfer over to a new company. They make it nearly impossible to get all of your information out correctly. They make sure you are beholden to them. They are also one of the most expensive CMRs out there. They are a huge investment, and not meant for a smaller company. Update, when you call they actually get 3 business days to call back. I waited on hold for 20 min just for the girl to tell me she was escalating me to the billing department and they would call be back in 3 business days.

Usually annoyed by 8 am. Constant glitches and app crashes. Three or four restarts before I'm done my morning coffee. Deleted and reinstalled the app multiple times as per the support team, new issues every time. This platform is a complete waste of time.
-Love Steve

Do yourself a favor and read the one star reviews. Definitely not a joke here. Please just read the one star reviews. There are other services out there that we have been speaking with other professionals about that offer a system for SOOOO much less money and seem to be easier to use from we have been told from actual users. Neighborly for some reason uses this for their go to supposedly. Makes you wonder whats in it for them.

ServiceTitan (Owner)
2 months ago
Thanks to bringing this to our attention, Loren, this is definitely not the kind of experience we want for our customers. We’re forwarding this review to our Customer Success Team immediately.

This is what they say to all their bad reviews as they scum. If the owner had any dignity he would refund people’s money. We watched 2/3 of their training videos and knew this was way to much for our shop of 5. We called them and like everyone else we were stuck and never used anything of theirs. Two year contract I’m down to the last 7k and never used their software. I have 9 more months to gave them 760 a month.

Ps. If the software and business was so good you wouldn’t have to take peoples money that want a refund. I’m a business owner and wouldn’t do this to a customer.

Sales team worse than telemarketers.after telling (jessica s.) politely I'm not interested a few times. I still get phone calls, and emails. Enough is enough! STOP CALLING AND EMAILING ME!

This app has more glitches than any other app I have ever used. Every other time I go to login I end up having to change my password. Also doesn’t work well with IPhones. Highly recommend using a different app if you need something like this for your business. Feels like Service Tech is barely holding on.

Service Titan needs to stop changing things that work. Why when I go to a location to add a phone number it now opens a side window instead of opening the the entire page.

Service Titan needs to stop changing things that work. Why when I go to a location to add a phone number it now opens a side window instead of opening the the entire page. This makes the information so clutters when it used to be line by line.

We are extremely disappointed with how service titan has ran the business. We told them in the beginning of on boarding that we realized they couldn’t suit all our needs to the full potential. They never properly answered our concerns and same as the rest of these reviews told us we were under contract and had to pay the full amount of all the payments to break it. This company screams bad business and does it like nobody else. It has been the worst experience we have ever dealt with and we would never recommend this software to anybody ever. This company is a scam and they are nothing but money hungry people they make you get attorneys involved to break the contract.
BEWARE stay away from this company and stay away from their software as they will lock you in their contract and get every penny from you they possibly can.

I’m sure you’ll have some trivial response to this message like the rest of them. You will not actually do anything to STAND right by your customers and will not actually do anything to resolve the issues.

Please prove me wrong and reach out to us to resolve this issue. Because I can assure you have been round and round and round and round with your people on the phone and via email

Every time they do an update they make it worse. Newest update is terrible. So Angry and frustrated with Service Titan. No longer can recommend this software.

Our whole experience with Service Titan was terrible, the sales team set unrealistic expectations from the beginning to get you to sign their contract.

The onboarding, which takes up a substantial amount of time for three weeks, is not one on one, you are on a call with other contractors. Our on-boarder quit halfway though. And she wasn't super helpful or responsive to begin with.

We came over from House call pro. Our info, we were told from the sales guy, would come over. It did not, many invoices came over duplicated, our service memberships had to ALL be reset up. This included calling and getting credit card info again from every single person. And setting up the memberships is very complicated.

It took three months for us to be able to get merchant services set up. So, we could receive any of the deposits from invoices that were paid. Not, great.

We wanted to port our main business number over to service titan, three months went by and no one could figure out how to port it over. It never did port over.

Technical support typically has no answers, a call in with a question takes at least an hour while they try to figure out the answer.

I reached out to service titan via phone calls and emails to try to get support regarding our issues we had. Weeks would go by and no response. I would send another email and finally get a response. I had a few calls with client success managers who all agreed our experience with Service Titan wasn't great. And said they would see what they could do to either get us out of our contract or set us up for success. They said we could not re-do onboarding. And eventually stopped responding to my emails. In the end we were not allowed to get out of our contract.

In the end we switched back to Housecall Pro. Their platform is super easy to use, they are constantly updating their services. Support is always so help and friendly with any and all questions.

If you're thinking about switch to Serivce Titan, I say give Housecall Pro another look. They are cheaper. And no contracts needed to keep their customers.

Since we couldn't get out of our contract my hope is this review will detour others from signing up with Service Titan so they lose that money in some type of way.:)

I don't usually give a review this early. However, my experience to this point has been Excellent!
Wanted to give a "Shout Out" Kaitlin Geroux Account Executive at Service Titan!
We are moving from Feild Edge to Service Titan, and she is an example of the reason why. When you own a company, you learn the value of having the right people in the right positions. Kaitlin's interaction over the phone with me has been on point. She thoroughly explained the answers to all my questions. Not once scrambling for an answer but calm and very prepared for all my questions.

We are an HVAC business now 3 years in with service titan and we still aren’t fully using it to its potential. We weren’t properly trained how to use it. We read articles and watched videos. If you finally are able to speak with someone to help you they most of the time aren’t able to answer your question. Very disappointed and are paying way too much! $8000 a month and they charge you to call and ask questions, wish we could find other platform.

Do not sign a contract with this company; they will push you for a commitment with misrepresentations of what there product can do and when it does not work, they will expected payment of your entire contract to let you out of it. We have gotten no help or coordination from Service Titan to come to a resolution on this, they just handed it over to a collection company and said unfortunately you sign our contract. This company only cares about getting your money, not if there product works for your company or how much there misrepresentations cost your company.