Strong Platform, But Support, Billing, and Communication Need Immediate Improvement
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.