Andy O.
Unacceptable payment policies
Unacceptable payment policies — They refund your money without consent I am beyond disappointed with Housecall Pro’s payment processing. They demand customers' IDs and their sensitive private property data just to approve a transaction. If a client refuses to share this private info, Housecall Pro issues a refund of your money back to the customer. Imagine earning a three- or four-figure payment for a completed job, only to have Housecall Pro refund it automatically. To make matters worse, they do it in YOUR name. The invoice literally shows that YOU issued the refund, making your business look unprofessional and suspicious to the customer. I’m tired of justifying these 'weird' and intrusive requests to our customers just to get paid. If you don't want to risk your revenue and your customer relationships, look for another service. Housecall Pro is absolutely not reliable when it comes to getting you paid.
Response from Housecall ProMar 13, 2026
Hi Andy, Thank you for sharing your concerns. I want to provide some clarity on the payment processes you've experienced: 1. Requests for ID and Private Data- These requests are a standard requirement from our merchant processor, Stripe. Stripe performs merchant reviews and may request additional documentation or ID verification to comply with federal "Know Your Customer" (KYC) and anti-money laundering regulations. This is common across most professional payment processors, not just Housecall Pro. 2. Automatic Refunds Without Consent- If a transaction is flagged and the necessary verification is not provided, the processor will not approve the funds. We are required to comply with Stripe’s internal investigation decisions. If they deny a transaction due to a lack of verification, the funds are returned to the cardholder as the transaction cannot be completed. 3. Refunds Appearing in the Pro's Name- Because the payment is processed through your Housecall Pro account, all transaction history is tied to that specific invoice. Historically, the system maintains this data—including any refunds, whether initiated by you or by the processor for security reasons—under the name of the original user associated with the invoice. This is the intended design to ensure all financial records remain cohesive and to facilitate automated notifications to the appropriate parties. It allows the system to keep your accounting balanced and your service history accurate within a single, unified ledger. If you would like us to reach out directly or if you have any other feedback, please submit your details to [email protected].