ServiceTitanReviews of servicetitan.com

I emailed support on 4/4/23 for an issue with financing "as low as" options when presenting options during estimate process. I even sent a screenshot showing the estimates with the "as low as" options. My response basically said that the customer's invoice was only for $64.20 and that amount did not reach the minimum amount for financing. I clearly noted that this was for estimate financing not invoice financing. I replied and got no response. I ended up creating another ticket for ST support to call me. Mostly so i could vent about how irritated i was that i get support to stop and read an email before throwing out a response and closing the ticket. During phone call, i found out that my case was re-opened and sent to the financing support dept. This was probably the worse support experience that i have EVER had with ST

First Service Titan has gotten so many horrible reviews on google they have taken down their listing. Below is my reveiw that pulled from google. We had looked at Service Titan multiple times over the last several years and decided to make the change in December 2022. Our launch date was at the end of January and after a little over 1.5 months using Service Titan it does not live up to the hype. Implementation is poorly executed and after support is limited. For implementation we were grouped with multiple other companies and signed up for 2-hour trainings multiple times a week. They where not trainings they where presentation on how to use the system that may or may not be relative to your business. There where issues with getting our customer data out of our old CRM, and I was told multiple times during set up that when we got the complete data it would easy to add. I received the final set of data right before go live and was told “success” would handle. Success is the group that is supposed to support after going live. A week after go live I received a email to set up a meeting with our “success group” there was literally one appointment available on a Thursday two weeks away. A couple of weeks later I get another email saying do I have questions because I had not signed up for “success”. I replied I did have questions but no appointments where available, then suddenly I had one on Friday. During the success meeting I asked about integration with Google Guarantee, Angi’s List, and our Website. This was in addition to our upload to additional data. I was told that should have been handled in intergration. When we went live our “tax” was not being charged it was fixed then a day later unfixed, this cost us over $1000. The reports are to segment and disjointed – the data is there but finding what your looking for is time consuming and aggravating. One of the things I asked during implementation where could I find what cc deposits where made or scheduled (we are using ST processing), I was told, will get back to you by our implementation specialist. There is actually a report that shows this data, one of the few actually useful one. How can an implementation manager not know this. I have tried multiple times to upload cost to our price book but it does not work. I am in the process manually entering everything. Support for simple questions is painful. I typically use chat because I can multi task, on several occasions I have just left the chat because it is obvious the support person does not know what they are talking about. I keep trying with other chat people till I get someone who knows what they are talking about. Service Titan is pushing for Garage Door Companies to sign up with them, but they are not integrated with any of the manufacturers catalogs, yet they do this for HVAC. I have written this review several times and did not post, because I know how impactful these reviews are. That being said the last straw was tonight I am trying to run a report for Sales Tax – in TX we pay as we collect – ST tax report does included any deposits taken. So another ST failure in the long list many. _ Update I do see that the Google in now displaying reveiws again - the 40 One Star reviews in the last 5 months.. Rating was 4.4 when we signe up now it is at 3.9 on Google. No need to reach out we are stuck in a 3 year contract with a CRM that is junk.

The picture that their sales people are painting for you is beautiful, no Doubt. Unfortunately the software is nowhere close to a final product and I am not sure that if it will even get there. They became so large so fast that I am not sure they are prepared for this massive work load. All they can do now to introduce “amazing products and feature” that they know deeply that is not working 100% and unfortunately their software engineers are too busy trying to impress the investors and they do not have the resources to fix their existing issues. This company will go down soon if they continue chasing the money and do not respond to their customers complaints. We are still with them and we are still hope that they will be able to pull it up but we are seeing problems increasing rather than decreasing and unfortunately they are busy with MORE IMPORTANT stuff (new products for new investors) I suggest if you are not with them do not sign up now. Wait till another year till they fix the bugs and issues. But if you are with them I am not even sure what to do because we are in the same boat together and we are trying to play with their rules (we do not have any other option). Recently after 6 months of training for their Payroll Pro, and after we switch from QBO payroll to theirs Payroll Pro we noticed their team are not even understanding the importance of time for running payrolls. We were having issue telling them what specific payroll items we need to have and each item needed to see to specific chart of account. But they never told us they can do it and ST is having issue integrat with our accounting software, after running 3 weeks of payrolls, I told them I need to talk to their director otherwise I won’t run anymore payrolls with them. The director simply said, WE ARE SORRY WE WRE GOING TO SUNSET THE PAYROLL PRO AND WE WILL GIVE YOU $3000 FOR THE HEADACHE WE HAVE CREATED. I told my payroll manager to run they are bunch of unprofessionals that I don’t even know how to put it together describing them. It’s like playing chess with a monkey. Their other issues are the following 1. ST is not integrating with QBO. Don’t listen to them. Their sales people are extremely good convincing the potential clients. 2. If you have QBD you are in better position but still have issue for the bills that are exporting to QBD. The bills (from Purchae Orders) are not landing under client sub account ( location). Your book keeper life will be miserable. 3. Do not even think about doing payroll with them 4.They were never able to help us to integrate with their own approved vendor. GPSTrackit. And all we did paying 3 months of subscription to GPStrack it. Both engineering team were involved and it took 3 months as their mutual client to finally decide to cancels it. Then I learned their GPS is coming up soon in about a months and they are going to force you to change to third new pro product. Do your due diligence. Again all they are saying now is everything will be under one platform and the picture they are painting is beautiful. 5. Yesterday we noticed that when booking a job from an estimate, when office is trying to complete and invoice the client for the estimated items the software turning all of the related materials Charegable and making the invoice price to be almost double. They are saying “they do not know why is this happening but they will Escalade this to the back end team. “ This sentence is on a post it in front of their technical support team. Even after my review they will say it without reading the Holywood thing. I suggest do not sing up yet. If the product works it will be one of the most amazing products but I hope they be able to get there and not disappointed thousands of contractors that they brag about being one of them growing up.

Service Titan is not designed for sales. The phone number and email does not even show up on proposals. The app is useless for managers. Calling customers through service Titan should be an option. Not mandatory

Worst support ever. We have been with ST since 2019. I cant even explain how bad it is. Just as an example, they recently did an update which caused a glitch in the refund process. 3 calls to support, nobody knows how to help. 2 times this has been "escalated to a senior person". Ongoing now for over 2 months, zero resolution. My AR report errors now just continue to grow because there is no way to offset a refund against an invoice. THIS IS SO BASIC. How is it that this is so impossible to resolve? And this type of garbage is constant. Every issue takes months to resolve. If you have a real problem - good luck.

So I am Field edge customer that was contacted by service titan because they had deal for field edge users to switch over it tokk 6 calls before they convinced me to try it. My hang up was the quickbooks online intergration that field edge already had down pat. The reason I was interested was the job and work order flow seemed to be better with field edge. Anyways they finally convinced me to sign. During the onboarding process I started finding out what their idea was for integration work arrounds and manual uploads on a daily basis an issue that was adding more steps not eleiminating them so I stopped the onbaording process and told them I was no longer interested with this product and wanted to work something out. I was suppose to have an up front payment which I made couple grand one year free and one year at full price. Tried working with them they never even finished the set up as I was tiered of hearing about work arounds. And the reason I even considered the changes field edge already recognized and fixed the issues with multiple work orders for the same job, distpatching multiple techs and large project set ups with progress billings. That with a real time interfacing with quick books that they were already doing made me realize staying with them was the right thing to do. So I have been trying minimize my cost for not paying for a system that I am not using ive asked repetedly if I could get out of my contract they won't let me so now have paid for 10 months of the 12 that was part of the original contract and still won't negotiate. So next step is the BBB and potentially legal action for misrepresentation of their services.

Just called service titan tech support to request help on importing an excel sheet. The girl who answered the phone tried to transfer me to another department due to errors after doing what she said would work. After maybe 15 mins the same girl came back on the line and only only told me I needed to fix all 50+ errors that occurred when importing on pricebook. I asked for someone in tech support to fix the issue and she continued to talk over me (please listen to the call). I am requesting that someone call tomorrow after 10am that knows how to import on pricebook.

good luck with them picking up the phone or them calling you back! Thats a big sign not to do business with them