Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a self employed sole proprietor who was attempting to do pest control for myself on the side. I enrolled in a software to use in March of 2024. I was intending to use this to send automatic service notifications to customers as well as have an easy way to create and send invoices and quotes. That function has not worked in the entirety of me paying for the service. I have been working with my project manager (**** ********) but he does not seem to know how to resolve the technical issues and has refused to as for any additional support despite my requests. I have requested refunds throughout this process and requested a pause to my account to avoid further billing. I have requested refunds and a halt on several occasions. It appears that they issued a single month of credit but have left the system on to continue to bill the account. My questions and requests for support, refunds, meetings, stoppage etc have gone unanswered and I have to continue to request those calls and support.

  

  Business Response

  Date: 12/02/2024

  We have reached out to the consumer and are waiting to hear back regarding next steps to satisfy their training and support needs. 

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for Field Routes based on info the sales team provided along with their ads. They ensured we would running with their software in 3mths. We are 13mths in today, 10/24/24, and we still aren't fully operational. It took 9 **** for them to get our data transferred and we had to hire a 3rd party to do part of it ($6000.00). After 9mths of trial and error, we told FR we would manually enter everything they couldn't get uploaded, and fix all their mistakes. They were MANY! 13 mths in, we've had almost ZERO training. They tried to do it over 9 months but since we weren't able to use the software, we couldn't utylize the training. So we have no idea what to do. Their optimization won't work. It fails to recognize the starting point and puts the technician at their first stop at the time they would leave the office. This makes them run behind all day. No one can seem to fix it. The mobile version was promised to work even without cell reception, but we keep having problems that no one can seem to answer. We have customers go missing from the schedule and no one can find them. We have missed multiple services because they were not visible on the calendar or in the 'job pool" and no one can seem to tell us why. Field Routes would have wrecked our company if it weren't for the fact that we continued to run our old software through this process. This saved us tens of thousands of dollars that Field Routes would have lost us.We have called and BEGGED for help only to be told we would have to spend $80.00/hr to get it. We have explained that our implementation specialist would go **** for weeks and give us no help. He finally emailed us one day and said, "I can put in a cancellation request for you if you aren't happy, but I am no longer working on Field Routes and have been moved to Service titan." WHAT? Your answer to our problems is CANCELLATION? and now we have no help?We want FR to work and we are begging them to help us get it going but no one will help.

  

  Business Response

  Date: 11/08/2024

  We are currently working on a resolution with the client and have been communicating regularly to resolve the issue. 

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Field routes is a SCAM! Told me I had 3 months to cancel. Then said I misunderstood and had to cancel the yearly contract 3 months before the contract ended. Education requirement college degree and need classroom intensive learning. Online videos and supposed tech support is a bunch of garbage. Not possible to work full time running business and have time to learn this platform. Company promised they would easily be able to upload business invoices from current billing platform. That was a complete lie. The amount of work I would be required to do in order for them to complete there part. We have been trying to cancel since December. Then we were told we would be put on a pause in January.- also, a lie. The year subscription contract ended 9/30/24. After multiple cancel request via email and phone calls Field routes has still charged me for October! Upon seeing this charge this morning. I was on the phone with ****** **** for 43 minutes. ****** would not put a manager on. Told me *** ***** who is in charge of our case (which the person in charge keeps changing) is In a meeting. Okay so can we talk to your manager any other manager. No. Instead he tells me his manager said he needs to go elsewhere with his time and get off of the phone with us. I refuse to get off the phone because every time they say they will call us back no one ever does and then there is no note of our conversation. Or they email us tell us we have to refer to the contract. We are aware of the contract now. So we cancelled 90 days prior to end of contract and still being charged for a new yearly contract. Please help. Another manager finally told ****** to tell us that in 2 hours he will call. His name is ******* *. But why do we need a call. We made it clear we want to cancel. We dont use their platform. Never have! They never even uploaded our business contacts as they promised they would. Please help please help. THIS COMPANY IS A SCAM!!!!!!!!!!!!!!

  

  Business Response

  Date: 11/05/2024

  We are currently attempting outreach with this customer for this issue. We will follow up with a complete account of what went wrong and our resolution once we connect with the client.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used FieldRoutes as a tech for a few years and really liked it, so when I decided to start my own company, I had no reservations about who I was going to use. We decided to get a free demonstration as I was curious how it worked from the office/administration side. A salesman named *********************** performed the demonstration and proceeded to give us some pricing. He started off high with a $1000/month price and an additional $1000 for training. When we said that was higher than expected and we needed to think about it, he quickly came back with a highly discounted price of $225/mo for the first year, then $450/mo for years 2-3 if we signed a three-year contract and only $499 for the training. So, we went with it. The training consisted of a few hour-long sessions that vaguely went over things, then we entered into the on boarding phase. Our on boarding rep *********************** was amazing and the best part of this experience. She was very knowledgeable and personable. We realized we were put on the wrong plan at a higher price. The sales team was contacted. Not only that but we thought all the calls and assistance we were getting from ****** was part of the $499 we paid extra for training. Nope, come to find out everyone gets the on boarding process. So not only did ***** highly inflate the costs then greatly deflate them in order to get us to accept, he put us on a plan for established companies that costs more but sold us a "training" that basically was a very watered-down version of what everyone gets for free with on boarding. To me this is a very deceptive and unethical business practices. I had questions about the $99 fee for use of the platform in addition to the monthly subscription fee, no explanation. When I asked if we would be getting a credit for all the months we paid for being put on the wrong plan, they denied that contract and wrote a new one, but this one didn't give us any discount for the first year. It's been over a month and is still not resolved.

  Customer Answer

  Date: 07/31/2024

  Update: Company has reached: Attempting to resolve issue, will keep you updated.

  

  Business Response

  Date: 09/04/2024

  Hello Chase,

   

  We are very sorry for the miscommunication regarding your contract terms and hope that the ammendments that were made are satisfactory. Please let us know if there is anything else we can do, and thank you for your partnership and your patience. 

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a small pest control company who recently finished on-boarding with FieldRoutes as a platform for invoicing, chemical usage, etc. When I have reached out for technical support/questions, their recording indicates that a voicemail should be left due to high call volumes. I have left between 8 and 10 voicemails during the last 6 weeks, hoping for assistance. My calls went unanswered and voicemails were not responded to. We continued the same process during our scheduled office times, and became frustrated at our inability to proceed with our record keeping and invoicing. This continued for a couple of weeks and I decided to ask for cancellation of my contract. I called on April 17, 18, 19 and 24th without being able to reach someone who is able to assist with contract matters. After repeated email attempts in the past week, I was able to schedule a call with someone from FieldRoutes about my desire to cancel contract. During this call, I was told that I was speaking with an IT Supervisor and he could not process this. He was able to send a synopsis email that I could reply to and eventually someone from the appropriate department will email me. This lack of responsiveness and inability to resolve my concerns in a timely manner are creating extra work, delaying invoices and payments and have required my company to continue to subscribe and pay for a separate and different platform that I had intended to cancel after on-boarding with FieldRoutes. It seems that in addition to their lack of support and communication, they are using obstacles and stall tactics to keep clients from canceling. I have invested uncountable man hours and resources in this process and I am very frustrated and disappointed. I recently passed my free on-boarding period and am now paying for this subscription, I believe I have been billed for two months at $199 per month.

  

  Business Response

  Date: 04/30/2024

  After reviewing the customer's complaint, it was found that we dropped the ball in several key areas that would allow them to not only transition to our software smoothly but to maintain their business using our software. This is not how we at FieldRoutes would like to do business and deeply regret the mistakes made. We have connected with this customer and closed out their account, forgoing any further charges and the cancellation fee altogether. We hope that they revisit our services again in the future.

  Customer Answer

  Date: 04/30/2024

  I am rejecting this response, in part. I accept the cancellation and removal of fees. I would also like to be refunded $214.40 for ***** subscription payment. Thank you. 

  

  Business Response

  Date: 04/30/2024

  This customer's April payment has been refunded and they will see a reflection of this in accordance to their banking policies, but in general it should take between 2 to 5 business days.

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The companies product is not what they promise. The interface is not user friendly, their customer service is non responsive, their onboarding service employees are not educated with their own product and they have sent my company to collections without even sending me a single invoice for their service. This company has horrible reviews recently as their ****** reviews have dipped over an entire star since I decided to use their services. We will be approaching the Attorney General of Connecticut about this company.

  

  Business Response

  Date: 04/15/2024

  It is unfortunate any time we at FieldRoutes have instances of not treating our customers with the utmost quality care. We have made contact with the customer and partnered together to rectify the issue which as this moment is resolved. We hope the customer decides to revisit our software in the future and we apologize for all the inconvenience this has caused.

• Initial Complaint

  Date:03/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was mislead by sales agent ************************* regarding the capabilities of the software, what was included with my package and the follow up support I would receive. I signed a two year agreement in July of 23 based on the misleading information I was given. I started implementation August of 23 and my specialist quickly identified many product gaps that I was clear I needed with the sales rep based on how my business operates. My account went into a pending cancel and the implementation was halted. I was told I would be let out of the contract without penalty if I sent a descriptive email regarding the product gaps. It took cancellation specialist over 2 months to get back to me (I have over 12 unanswered e-mails) meanwhile FieldRoutes continued to charge me. Finally, I was told I would not be let out due to many corporate changes and "they are making it harder for us to cancel accounts." I lost my free months, my ramp rate months and I was being billed incorrectly for the merchant account that was closed and I was unable to use though I was still being charged for it and FieldRoutes would not provide any follow up service. I have spoken to numerous individuals who all provided empty promises and now I have received an e-mail that my account is going to be suspended due to non payment and I will be sent to collections. I have over 60 emails to staff members detailing some of these issues, and the issues are still not handled. FieldRoutes is an unethical company who traps people into contracts with false expectations and then does not provide any follow up service. My implementation specialist told me numerous times he had big accounts to port over from the merge and did not have time to do the things he previously promised to do. It has been over 8 months since I signed the contract and I am still being billed though my account is not set up to accommodate my business not to mention my merchant account is inactive though I am still being billed the incorrect amount.

  

  Business Response

  Date: 04/02/2024

  We have connected with the client and begun working on a path forward. This company has been setup with training and some requested items they needed are in progress. In addition we came to an agreement on their contract if they decide they would like to cancel in the future.

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had field routes for several years now and paid them well over $20,000 in marketing over the years. I was not getting anywhere near what they promised me up front. They have sold out and sold out and passed my off to 4-5 different reps with the company. I have website audits where they did not perform. I also have them on video saying that I owe them nothing else at all. They keep trying to auto-draft my card every month. I want them to be stopped and I want them to send confirmation of zero balance and quit trying to charge my card. I can send video if needed. They sold out to scorpion and now I am getting the run around and nobody high up in the company will even call me back. I have called and called and called and tried to get ahold of managers and higher up people, but they just give me the run around. They need to be stopped at all cost! Horrible customer service and mis-treating people in a bad way. I have more if needed. Thanks!

  

  Business Response

  Date: 02/15/2024

  We have connected with the customer and came to a mutual agreement on a payment amount to clear the balance on the account and part ways with our marketing portion. We apologize for the poor representation of our company/brand and hope to continue to work well with this client as they still are apart of our operations software.

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7, 2023, I signed my contract with Field Routes. They claimed to love helping small businesses, and so on. I explained to my sales representative that I needed to use the customer interface to sign people up in person. During our conversation, he offered me the operations suite for $149 and the plan for my sales routes at a different price but since I had 10 reps, he suggested that I could get a better deal on sales routes if I paid for 15. Believing it was a wise decision, I went with the plan, which cost $25 a month for 15 users per user, bringing the total to $524 per month.I soon discovered that I couldn't add customers on the mobile version. This functionality required an entirely different payment, an additional $4,500 per year for the subscription.I attempted to contact the service team but received no response for a week. Then I got a call telling me to wait for a sales rep.During this conversation, they confirmed that it would cost an extra $30 per month per user. They also informed me that it would cost $16,500 to cancel the contract. This conflicted with what I had been previously told by the sales representative.I continued using the app for about 5 days after then just realized it wasnt even worth it and stopped I was then charged $799 in two months despite not using the app. I sent four emails but received no response. During this time, my account became stuck in office mode and prevented me from changing my "SELLING ON MOBILE" option OFF, resulting in charges for inactive reps amounting to $524.I eventually received assistance from my onboarding representative, and I expressed my desire to cancel. She informed me that I would receive a call from the cancellation team. However, I have not received any calls, messages, or responses to my emails in the past 20 days.In summary, I feel that I was misled during the contract signing process, and the company has gone from communicating with me regularly to providing no responses at all.

  

  Business Response

  Date: 10/26/2023

  We have reached out to this client and resolved the miscommunication internally. There is an automated message that appears notifying clients on a charge for the sales portion of our application, however this is intended for clients that have not negotiated a price for this with our sales team. Additionally the client wished to cancel due to not being a fit for our software at this time which we obliged and have let the client out of their agreement with the understanding that they may possibly revisit FieldRoutes in the future.

• Initial Complaint

  Date:08/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company did not provide the services that were promised upon signing on board with them. I cancelled within the ************************************************************************************************************************************************** communicate. They have not provided service and therefor should not receive payment.

  

  Business Response

  Date: 08/07/2023

  As of 8/7/2023, we have contacted this customer and brought this issue to resolution. There was some miscommunication on contract handling that lead to this customer's request being outstanding longer than our standard. Internal corrections have been made and this client has been notified of their contract termination with FieldRoutes.