ServiceTitan Reviews 

ServiceTitan — A Warning to Small Business Owners Before You Sign

We resisted ServiceTitan for years. The non-cancellation policy concerned us, and the volume of negative reviews on their BBB page gave us serious pause. We did our homework and walked away — more than once.

Then along came their final last chance closer

He was persistent, polished, and made one promise repeatedly and explicitly: if we were unhappy in the early stages of the contract, he would personally ensure we could get out. We asked more than once. He confirmed it more than once. Based on that assurance, we signed.

It was a lie.

When we attempted to hold them to what was promised, ServiceTitan denied the conversation ever happened. Our chat history — the very messages documenting Moses's assurances — disappeared entirely. Threads that contained critical exchanges now show no history at all. When we raised this, we were told we were misremembering. We were not.

To exit the contract we were quoted approximately $22,000. We cannot pay that. They know we cannot pay that. That is not a coincidence — it is how this works.

When we asked for any meaningful resolution for what we had been put through, they offered one month of Marketing Pro. One month.

Here is what you need to know before signing with ServiceTitan:

The cancellation terms are brutal and they are not clearly communicated upfront. If you wish to cancel you'll have to pay the remaining roughly 22k balance to get our and if you want to cancel after your initial contract ends, you must do so within an exact 30-day window or you are automatically renewed and locked in again. There is no grace period and no flexibility.

The sales process and the contractual reality are two very different things. What you are told to get when you to sign up may not reflect what the contract actually says — and the contract is what will be enforced.

We are sharing this because we wish someone had shared it with us.

ServiceTitan is a capable platform. But a capable product does not require deceptive sales practices to close deals, and it does not need to trap customers who want to leave. With AI-driven alternatives closing the feature gap quickly, you now have real options — options that will not cost you $22,000 to walk away from if the fit is not right.

Think carefully. Read every word of the contract. Get every promise in writing, in email, take screenshots of every conversation as it's happening, before you sign anything.

Absolutely HATE this program. They sell you on all the great things about it and lock you in on a contract. Their support team is slow as shit. They charge you per tech or depending on your contract I guess. Remove a tech and they do not automatically adjust your next payment. Make you go thru all kinds of hoops to get anything done. They want access to the banks, merchant services and financing. Waaay to much in your business. Dont need it to scale. I grew to 8m with service fusion, at a fraction of the cost

If I could give a 0 I would.
Awful company to work with!!!!! they failed us on our training and still is charging for a service we don't have.
DO NOT PURCHASE THIS SOFTWARE!!

We no longer can afford to pay the astronomical cost of SERVICETITAN for our small business, we have wrote numerous emails and with no response to our request to cancel services.
I am fed up with this and demand an answer.

we currently use a different application and we looked into Service Titan. We were not interested in their offerings. However, THEY WILL NOT STOP CALLING !! It has become HARRASSMENT! I regret the day I ever gave this company ANY information!

I wish I had seen more feedback from small businesses before choosing this software. Although we were assured it was a good fit for companies of any size, our experience was the opposite. The platform requires constant monitoring—dispatching, time tracking, document creation, and more all demand dedicated office staff. For a small business, that simply isn’t feasible.

They also advertise an “all‑in‑one system,” yet the phone functionality requires a separate third‑party service to work at all. I didn’t learn this until onboarding, and I was told it would cost $15–20 per month. In reality, it was $80–100 per month on top of their already high fees (and that was only for 2 employees to have phone service). The setup was cumbersome, and we lost functionality we previously relied on.

We completed onboarding and used the system for one month. During that time, we lost numerous sales because we didn’t have the staff required to keep up with the processes. Our employees struggled with the time‑tracking features and the mobile app. I raised concerns repeatedly, but the responses we received either minimized the issues or offered solutions that didn’t resolve them.

After a month of ongoing problems, we returned to our previous software. We had hoped ServiceTitan would reduce manual work, but instead it created new manual processes and would have required us to hire additional staff. While it may be a strong platform for larger companies, it is not designed for small businesses despite how it was marketed.

We are now being charged $37,000 after having to leave the system simply to keep our business running. Based on our experience, small businesses should proceed with extreme caution. The promises made during the sales process did not match the reality we encountered.

ServiceTitan is truly an amazing system overall. I’ve been working inside the platform for four years now, and I love how much it grows and evolves every single day. I have learned an immense amount about managing our operations through this system, and honestly, I still learn something new daily because the training resources are always right at my fingertips.

If I have one critique, it's that putting all your business eggs in one basket is a vulnerability—when the system goes down, the whole company grinds to a halt. But even with that risk, the platform is incredible. It keeps us sharp, efficient, and constantly improving, and I can't wait to see what else I get to learn in the future!

I have used service titan for about 5 years. It is pretty much a full time job to work around glitches and crashes. I would switch to another CRM but it takes a lot of work and time to do that. The potential of the software seems great but the problem is that with every update there seems to be more problems and glitches. After 5 years of use it hasn't gotten any better. My entire staff hates it.

Its bad. The mobile app which is literally the most important part for a field app, is atrocious. They take forever to respond about anything especially your money. Its just bad not worth it at all. Don't use. Im 35 years old I know how to use software. It's not my incompetence its their poor business that makes this worth less than 1 star. Just use something cheap or nothing at all, you'll be okay. Using and paying astronomical prices for some marketing software wont make your rich. Hard work and wisdom will. Also you can make all your own software now with any AI agent for a few bucks just fyi.

Having used other software programs in the past I can say that Service Titan is definitely leading the pack for contractors. We currently have a great CSM which is more important than the software itself.

Avoid this company if you are a small or medium sized operation. Its not for your best interest.

Misrepresented product, incomplete onboarding, collections threats — not for small businesses

Writing negative reviews is not something I do ever. But I have to out of responsibility to other startups or smaller mid sized companies.

I was recommended using service titian from a consultant who was apathetic and not caring about my situation as a startup, solo business owner. Without any demo or sales demonstration from Service Titan.

ServiceTitan sent a contract for my appliance repair startup without disclosing it is designed for large enterprise and commercial businesses. I was not clearly told I was entering a 2-year contract and no product demo was offered.

Their onboarding team never completed setup — the delays were entirely their fault and cost me a technician. I asked to cancel before onboarding was done, having never used the software. They refused and threatened my account with collections. For a service I was not satisfied with and customer support that was disorganized.

I never used the software and they still are attempting to send to collections. Very Poor customer service and support. I was treated like I was an employee and not a customer.

Small business owners and startups: ask explicitly whether this platform is built for your scale before engaging with their sales team. Get everything in writing.

They are ridiculously overpriced and can find other software and customer service that treat you better at a fraction of what they charge.

Would not recommend to anyone.

I rarely leave reviews, but my experience with ServiceTitan has been extremely disappointing.

I purchased Market Pro in January based on what was promised during the sales process, and those expectations have simply not been met. On top of that, getting support has been incredibly difficult—it often takes weeks to get a response, if at all.

I attempted to cancel within the first 90 days, and instead of working toward a resolution, I was told I would be charged a $29,000 cancellation fee. That was shocking and completely unreasonable given the circumstances.

This has been the worst customer service experience I’ve had—especially considering the premium price of their products.

Buyers should proceed with extreme caution when considering Market Pro.

First of all, my CSM Kima Galstyan is fantastic. She is flexible when my schedule needs it, and is very clear in her direction and recommendations to me.

I've know from the beginning that I wanted to get on Service Titan from the very beginning, and it's better than I imagined. From calls coming in, scheduling, dispatching, invoices, projects, price book, and customer facing experience, it's fantastic. The Reporting feature is the lifeblood of my business, and I wouldn't be anywhere else for my CRM.

Our success manager is always ready to help and responds very quickly. When we had a problem with one of our processes, Arman was ready to walk with us step by step to find and fix the problem.

LIVE! Nothing is better then accessible service not click this or click that and then a bot that has no knowledge of the client sitting behind the desks. Grateful that REAL HELP is available from courteous, driven, passionate representatives. Who if they do not have the answer will get it! My service manager Darya is top notch.

Great resources and training available.
ServiceTitan is super customizable. The boarding process is made to help you streamline this to your company and processes.
The system really needs that input at the beginning and the entire Service Titan team is there to help make it happen as smoothly as possible.

Ashley coming on as our CSM has been amazing. She is always very upbeat and actually tries to find solutions even if we have to get other team members involved.

Service Titan is the premier software for HVAC. The complete ease in which the software helps businesses capture and run day to day operations in unparalleled. So user friendly, totally supported in every way by our CSM, the Help Center, and the Pro Team. There is no other option in our industry. Service Titan is the option.

We’ve invested heavily into ServiceTitan and genuinely want it to work long-term, but there are some consistent issues that need to be addressed.

First, support quality is very inconsistent. There are knowledgeable reps who can solve problems efficiently, but they seem to be the exception rather than the rule. Too often, we’re routed to team members who are unable to provide clear answers or resolution.

Second, internal communication across teams appears to be misaligned. We’ve been told different things by different departments regarding features, capabilities, and timelines. In multiple cases, functionality was described as available, then later clarified as “coming soon,” or only accessible through an upgraded product or long-term commitment. That lack of clarity makes it difficult to plan and operate effectively.

Third, billing accuracy has been a recurring concern. We’ve had to spend additional time reviewing statements and requesting corrections, which shouldn’t be necessary at this level.

To be clear—this is a powerful platform, and that’s the reason we’ve stayed. However, the ongoing issues with support, communication, and billing are creating operational friction that shouldn’t exist for a system of this caliber.

We would strongly encourage ServiceTitan to:
• Improve training and consistency across support teams
• Align internal communication so customers receive accurate, unified answers
• Tighten billing processes to eliminate discrepancies

We are continuing to evaluate whether this platform is the right long-term fit for our business. We hope to see meaningful improvements.

Matt Kang, our CSM, has been super responsive to all our questions/request. Very patient and quickly made himself available. That extend so the other ServiceTitan team members who Matt has been able to to extend our expertise on how to use the ServiceTitan platform