# Page 4 | Service Fusion Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is Service Fusion the right HVAC solution for you? Explore 308 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/135788/Service-Fusion/reviews --- Service Fusion 4.3 (308) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 14th, 2026 # Page 4 - Reviews of Service Fusion ## Showing most helpful reviews Showing 76-100 of 308 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SP Shannon P. Manager of HRIS and AP Oil & Energy Used the software for: 1-2 years ### "Service Fusion delivers what they promise " March 6, 2025 5.0 Service Fusion has been a great asset to our company for creating POs and allowing access to many different people. Pros Service Fusion allows our company to create POs and follow them through to the charge out for the job. We all can search and look for the PO and stay on the same page. Cons I haven't found anything I don't like at this point. Review Source CR Carina R. Accounts Receivable Construction Used the software for: 1-2 years ### "Simple, Easy, good !" April 30, 2024 4.0 It's pretty good but it could be great !!!! Pros To be honest, Customer service is on point.!!!! I am still discovering features in SF and all agents are very knowledgeable, every question i have they all make sure to guide me on the process, if a ticket is opened for a problem that has to go to the internal team i always get a response back usually within a day or two. (\[sensitive content hidden\] best of all) Cons No credit memo feature, not being able to go back the page on everything most times takes me back to main page if it is an invoice or something i am searching for. not been able to void invoices, the service management agreement does not detail anything this feature should be able to tell me the amount of contract when do they expire for the option of possible sales i should be seing the customers that their agreements are about to expire without having to pull a report. I do not like to see open revenue for the jobs that are closed but not billed this should be for open balances that are billed open invoices or pending not closed if a job is closed the balance should not reflect as an open balance on the account. Review Source JS Janine S. owner Consumer Services Used the software for: 1-2 years ### "Automation is KEY!" April 30, 2024 4.0 Overall, we are so happy to have software that will grow with us. In the past, we outgrew software in a matter of months. Pros Service Fusion has so many options that you can create; the setup is robust but worth it. Automation is key to taking care of our clients. Cons There are a few limitations, but the support makes it worth sticking with. Alternatives considered [ServiceWorks](https://www.capterra.com/p/183679/ServiceWorks/) Reason for choosing Service Fusion I liked the options better than the other company. Switched from [Jobber](https://www.capterra.com/p/127994/Jobber/) It was very limited, and we needed more options. Review Source SR Susan R. Office Administrator Mechanical or Industrial Engineering Used the software for: 1-2 years ### "One administrator's persepctive. " May 8, 2024 4.0 It's good. Training on it was almost non existent -- I think many of our first year issues would have been moot had the package we purchased come with hands on training. Pros I am not sure. \[sensitive content hidden\] and project manager use it more and are more highly satisfied. I do like the invoice views available via "accounting'. Cons Cannot make customer mailing labels. Recurring reports don't update dates -- so I use "all dates" as a work around but that gives me information I don't always need. Often, when a sync to accounting software goes wrong there is a new reason that I need SF technicians to decipher. I have learned how to fix many issues in this regard but sometimes the issue isn't something I can see. Switched from [Text In Church](https://www.capterra.com/p/142758/Text-In-Church/) Wintac product was being discontinued. The above question does not have my product and I had to choose from your list or the survey would not complete. I chose any old thing in order to be able to close out. Wintac was produced by Intac International. Review Source AM Ashley M. Office and dispatch manager Construction Used the software for: 6-12 months ### "Amazing product!" May 2, 2024 4.0 Pros Switching to Service Fusion has been the best thing we've done in a while software wise. The ease of use has been invaluable for my technicians. The office side is easy enough, and makes customer service agreement management easier than any other product we've used. Cons I would like to see more options available on an estimate, as well as being able to convert more than 1 option into the same job/invoice automatically if chosen. The options themselves need to have an "Option Description" section, so that clients can have detailed notes of what the different options mean. Alternatives considered [SuccessWare](https://www.capterra.com/p/106274/SuccessWare/)[Houzz Pro](https://www.capterra.com/p/199689/Houzz-Pro/)[ServiceLine](https://www.capterra.com/p/207707/ServiceLine/) Switched from [ServiceTitan](https://www.capterra.com/p/150053/ServiceTitan/) Cost - Ease of Use - ServiceTitan also had too many updates that were hard to keep up with. Service Fusion does updates once a month, at the beginning of the month, and isn't continually overhauling the whole product which makes it so much easier to use. Review Source Response from KickServ May 13, 2024 Thank you for sharing your experience with Service Fusion! We are always happy to learn about our software helping businesses run smoother. AP Amber P. Owner Consumer Goods Used the software for: 2+ years ### "A great asset for you company." April 30, 2024 5.0 Overall, everything has been great. Technical support is always available. Open a ticket usually only lasts a couple of days for repair. I would recommend another company looking for resource management. Pros My favorite part about using Service Fusion is the ability to dispatch zones and to be able to tag our customers for future reference. Cons My least favorite thing about Service Fusion is that there’s just not enough time to capture all it can do for us. Alternatives considered [Titan GPS](https://www.capterra.com/p/152535/Titan-GPS/) Reason for choosing Service Fusion Ultimately, it was the decision of upper management Switched from [Act!](https://www.capterra.com/p/175860/Act/) Needed scheduling and dispatching features Review Source Response from KickServ May 17, 2024 Thank you for your review! We are so glad to hear Service Fusion has been a great asset for your company. BC Brenda C. Office Manager Construction Used the software for: 2+ years ### "Gilford NH" May 1, 2024 5.0 Generally satisfied. It's hard when we live on the east coast and your company is based in Texas, which is a different time zone and we seem to have to wait until 10 a.m. our time to get help. Pros You should write "do" above, not did (past tense like we are leaving you.) What I like most about SF is it is user friendly. Cons Like least, that you can't hit the back button and be exactly where you were. Everything resets. When creating a job it defaults to dispatched status instead of scheduled status. We have to change it from dispatched to scheduled. Issues with estimates, have to save as pdf to get it to print on one page. Otherwise, it prints address field separate from the details. Can be slow at times, especially when using search function. Review Source Response from KickServ May 16, 2024 Thank you for your honest feedback! Please use our ideas portal to submit some of your suggestions to our product and development team. Also, our support team expanded their available hours at the beginning of the year. Support is available from 7 am - 7 pm ET. DH DOUG H. GENERAL MANAGER Construction Used the software for: 1-2 years ### "ONE YEAR REVIEW " May 1, 2024 4.0 IT HAS BEEN SO SO TO THIS POINT, TIME WILL TELL Pros WE WENT FROM PEN AND PAPER AND USING AN OUTDATED SOFTWARE SO MOST THINGS ARE BETTER Cons WHEN BUGS ARE FOUND IT TAKES A LONG TIME TO HAVE THEM CORRECTED. FEATURES BEING ADDED ARE VERY LIMITED, IT ALSO APPEARS THAT THE DEVELOPERS DO NOT TAKE THE RECOMENDATIONS OF WHAT IS SUGGESTED Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[FieldEdge](https://www.capterra.com/p/111740/FieldEdge/)[Smart Service](https://www.capterra.com/p/149343/Smart-Service/) Reason for choosing Service Fusion COST WAS THE MAIN CHOICE AS SERVICE FUSION WAS SIGNIFICANTYLY LESS EXPENSIVE. WE LOOKED AT OVER 200 DIFFERENT SOFTWARES BEFORE WE CHOOSE SERVICE FUSION Switched from [Job4Site](https://www.capterra.com/p/168165/Job4Site/) OUT DATED SOFTWARE, DID NOT HAVE ESTIMATING FEATURE TO SHOW HISTORY OF BOTH ESTIMATES AND SERVICE CALLS Review Source Response from KickServ May 15, 2024 We appreciate your feedback. We are working everyday to make the software better. We have some very exciting enhancements planned on our roadmap and we can't wait to release them to you soon! JP James P. President Construction Used the software for: 1-2 years ### "Watch for "Merchant Fees"" December 11, 2022 1.0 Pros Thieves. When cancelling, look for "merchant fees" hiding that is actually the company you've already cancelled with still charging your company. Review Source LC Lewis C. Field Manager Consumer Services Used the software for: 2+ years ### "Useful Data Points Increase Profits" March 1, 2023 5.0 We wanted an all-in-one cloud-based CRM that would allow our field techs and office staff to effectively capture information, book appointments, review workflows, get driving directions, build invoices, take photos and collect/document payments. Service Fusion has been a lifesaver and changed how efficiently we can do all this, while collecting key data points that can later be used to generate actionable reports. Pros The ability to generate reports and review metrics in a single click has allowed us insights into the most profitable and least beneficial areas of our business, allowing us to streamline our business model and maximize our bottom line. We have received multiple compliments from customers about the excellent communication from our business (appointment reminders via call or text) and being able to pull up job history on a client is worth its weight in gold. Cons Not having a home button in the app that takes you back to the main screen can result in lost time due to extra clicks. We have found it is sometimes faster to close and reboot the application. Also, when we signed up, we double-checked that we would be able to use a 3rd party credit-card processing vendor and were assured this would always be the case. Now we are being forced to integrate all our payment processing through Service Fusion. If the fees to process payment go up (as all things do) this would certainly frustrate our business and dampen my enthusiasm to recommend SF to other business owners/managers. Review Source Response from KickServ March 27, 2023 We appreciate your feedback. We are happy to hear our software is helping your business become more profitable and streamlined. In order to navigate back to the home screen, you can utilize the back button until you reach the home screen. Sending this into the product and develop team to be a possible future enhancement. With FusionPay, we will match your current rate. Our team would be happy to discuss the benefits of using FusionPay any time. KL Kevin L. Operations Manager Facilities Services Used the software for: 2+ years ### "Easy to set up and use out the box" April 30, 2024 5.0 very user friendly, takes less than 30 minutes to cover what is needed for a new tech or office worker that needs to use the system. Pros you can import certain data fields, others are copy and paste unless you are starting from nothing. Help Desk support is fantastic, never had an issue the person on the phone could not answer - Top Notch! Cons everything should be able to import when setting up another account or system Review Source Response from KickServ May 17, 2024 So glad you find Service Fusion to be user friendly and beneficial to your business. Thank you for sharing your feedback! DM David M. Chief Operating Officer Consumer Services Used the software for: 1-2 years ### "Service Fusion features" March 2, 2023 4.0 Generally, It has been pretty good. Support is very slow and intermittent. Sometimes chat support is offered, and then it is turned off. Waiting for chat support is hours. Phone support is also inconsistent. However, if you can get a technician on the phone, they have been very helpful and positive in their approach. Product management and fixes or additions of critical features are extremely slow in coming. Pros The price to required features was primary reason we switched to Service Fusion. We had an elaborate feature list of required, and also positive features. We tracked this across all the software we tested and evaluated. Service Fusion, did not have all the features of some competitive technologies, but had the key elements at a price that made it very attractive.We did especially like the dispatch screen compared to other technologies. Cons The key issue that continues to cause us to evaluate is the fact that there is no offline mode or ability on the field application. We were told at the decision time that this was a feature, but it clear that the field app cannot function at all without a cellular or wireless connection. All other major players in the space have this capacity. The bidding/estimate functionality is pretty deficient compared to other key players. The press to move us to use Fusion Pay as the only future processing gateway may prove to be a deal breaker, particularly as it is notably more expensive than competitors. Simple functionality in payment processing, such as card tap/swipe capability, no formal display mode for estimates, not enough sign-off options by customers, built in payment programs, limited more integration partners, reporting capability is very limited, inability to duplicate estimates in the field app, etc. Reason for choosing Service Fusion See answers above. Generally, it was cost to feature ratio. Service Titan clearly has more features, but not enough to justify the extreme cost. Review Source Response from KickServ March 27, 2023 We appreciate your honest feedback. We greatly value our customer's opinions and are actively working increase the functionality of our software daily. KR Ken R. President Consumer Services Used the software for: 2+ years ### "The best decision I ever made!" May 4, 2024 5.0 The absolute best business decision I ever made. Our net profit increased at least 50% with SF. All customers information is always at our fingertips. Pros Scheduling, tracking, customer history and getting paid better. Everything is at our fingertips Cons The only thing I think could be better is service agreement scheduling and management. I also don’t like the new drop down box for receiving payments. Pictures are too slow to load. Alternatives considered [WEX Field Service Management](https://www.capterra.com/p/183763/Payzerware/) Reason for choosing Service Fusion I liked them both. The lower price is why I chose SF Review Source Response from KickServ May 13, 2024 Thank you so much for sharing! Service Fusion is proud to have been part of your growing business. JH Joel H. Technology Consultant Public Safety Used the software for: 1-2 years ### "Unbelievable Software for the Price" August 16, 2018 5.0 I highly recommend giving them a shot and trying out their demo. Their staff is great and always willing to help with any problems you may encounter. Pros \- Pay one low fee for unlimited users and access to the system; not having to pay per user can lead to huge savings! - Offers incredible functionality at a low cost. - Customer support is truly incredible; they offer chat and phone support all based in the United States. - Built-in support for syncing with QuickBooks Desktop software, works very well and puts data into QuickBooks exactly as it should - Ability to upload photos to work orders, this gives management the ability to truly see what was done on a job. - Offers great tracking functions for keeping staff working efficiently. - System can call or text customers to alert them that you are coming. - Allows for custom document creation so you can create and style your own paperwork with all your required verbiage. - Allows for simple inventory tracking and purchase orders which can work well for general item tracking. - Separate Mobile app syncs perfectly with system and allows office staff to see technicians progress as they update their mobile app. - Has ability to tie trucks to GPS through one of their partners to better track your service fleet and give more accurate arrival estimates. - Built-in private messages system allows techs and office staff to chat so communication is clear and always documented. Cons \- QuickBooks sync works well, but only allows for one chart of account to be assigned so if you use charts of account to track items/sales in QuickBooks you will need to update these manually or come up with another automated process to keep new items that are added correct. - Inventory control is not great for multiple warehouse or for users with more than a few trucks as technicians have to select the warehouse they want to pull from each time; there is no way to select a default warehouse like a tech's truck making inventory tracking more accurate. - If you are a small startup with only one or two trucks and one or two users this will cost you more than other similar software that charges per user. Once you past 8 - 10 users Service Fusion will start saving you serious money. It saved our group several thousand dollars a month when we switched. Review Source AD Alex D. Administrative Consumer Services Used the software for: 6-12 months ### "Reliable software that does what they say it will..." March 2, 2023 4.0 I am really happy with Service Fusion. It does what they say it will. It's reliable. Pros I am very happy with Service Fusion. We have found that the software performs in the way it was presented to us. I like that it integrates with QuickBooks. It is going to enable us to fully implement going paperless this year. Like any software, there is a learning curve, and it has some limitations but when you call tech support they are helpful and usually resolve or explain my issue. There are lots of report options that have reliable data. The integration to QuickBooks actually works. I think the paperless is actually appealing to customers in the estimate process and easy for them to view and accept quotes. Cons There are some quirks with the QuickBooks integration that would have been helpful to understand better before we transferred our data/customers into Service Fusion. I think some of the issues we've experienced, we wouldn't have had we not been working with existing customers and database. I would have been willing to pay to have had Service Fusion help more with our database and making it better to communicate within the two softwares. Our main issue we encountered was that parent/sub accounts from QB came over with all the same name and addresses. Also, our customers in QB had customer numbers in front of their names, and its an ongoing issue with the integration tool not being able to differentiate between customer numbers and job numbers. In general the integration tool seems to skew our list data in QB and we frequently have to rebuild our data and correct things. I don't consider this a Service Fusion issue, however, when we encountered it Service Fusion was able to explain it and I just wish they could have educated us on this from the get go and we could have tried to edit our database or something. If Service Fusion would have offered to help with this for a fee, I would have paid it. I wish: when you were editing a work order, to make it into a invoice, that the PO's against it stayed viewable. there were not so many clicks to invoice a call and then print it. I think in total its like 4-5 clicks/multiple new pages. PO & product catalog communicated. Reason for choosing Service Fusion We chose it because of the dispatch board and because it was actually affordable. Some Review Source Response from KickServ March 27, 2023 We are so happy to hear Service Fusion will enable your business to go fully paperless this year! Service Fusion is currently working to increase our prowess and expertise on Quickbooks to make this process seamless. We hope to have better support resources soon to help you and customers with cases like yours. SG Shawna G. Office Manager Construction Used the software for: 1-2 years ### "Easy to use, and Optimal Customer Service" February 27, 2023 5.0 I just started using Service fusion 8 months ago, at first I was scared I would mess up the whole process of customers and scheduling my technicians. But Service Fusion has proven over and over again their product is easy to use, implement, and there really isn't much that you can't "undo" if you make a mistake. If I can't figure out how to do something all I have to do is contact customer service and they walk me through step by step! Pros The easy of use for this product is amazing! If I think there might be a better way to do a task, I can always reach out to Customer care and they are fabulous in trouble shooting my ideas. Cons The only drawback is when there are more than on tech on a job, the real time data is not available on the calendar home page. Alternatives considered [Housecall Pro](https://www.capterra.com/p/140363/HouseCall-Pro/) Reason for choosing Service Fusion The ease of use and the cost Review Source Response from KickServ March 27, 2023 Your feedback is valued! Thank you for taking time to leave us a review. CP Crysten P. Vice President Operations & Marketing Consumer Services Used the software for: 6-12 months ### "Great for small HVAC companies" May 9, 2017 4.0 Overall our experience with Service Fusion has been great. It's a tool that will do well for any small service company. I would love to see Service Fusion step up their partnership with larger organizations like ACCA and do more with their on boarding process. We were left to figuring out how to apply the tool to our own processes and how to get the tool to do things we wanted it to do for us. Service Fusion was there for us when we have questions, but a better on boarding process with a consultant to help us set up would have saved Service Fusion teams from less questions down the road and helped us ensure we're using the tool/setting up our own methods properly in the first place. I would still recommend Service Fusion to any small business like ours. Pros It's allowed our small business to get more connected with customers and create a better customer database along with new payment portals not available to us before. We are still learning the tool but we've already saved time regarding payroll and getting critical data in the hands of our Technicians when they are out in the field. Connecting the field to the office support team has been critical in ensuring we're providing our best selves to the end customer. The Service Fusion team has been incredible! They are super supportive and answer any questions we have on any given day within minutes. They have helpful videos and go the extra mile to help in every aspect. Great Team! Cons While there are some incredible features that have helped us, there are some limitations and clunkiness that needs to be ironed out. The dispatching views are great but limited to size of screen - having to reduce the overall screen to see our entire team doesn't give us a view of the bigger picture. The phone app doesn't allow this larger picture of schedules when we're out of the office, however the dispatch does connect to Google Calendar to get it but still makes it so we're jumping through multiple clicks to get answers to customers on our availability when we're in the field. Reporting on schedules and tracking schedules is somewhat limited. There is no good way to handle tracking paid time off (which we offer to our employees) so we are left to creating our own work arounds to track this. We run into our teams forgetting to track their time and needing to update their time on the back end - there are ways to get it updated, but it's clunky - multiple clicks through multiple areas isn't always transparent on method. We have clients with multiple properties and while the tool supports this model, we would love for it to track the equipment to each property so we're not having to manually look this information up. For us being in HVAC, we need a way to track the size of the air filter for a few of our customers that own hundreds/thousands of properties. Being able to tie equipment to property would be huge. Review Source TB Tonya B. president Construction Used the software for: Less than 6 months ### "concho valley door" March 6, 2023 4.0 it is ok, but honestly, we have found numerous things that take way to long to do and there is too many clicks to get things done. Not a time saver compared to our old software. Pros easy to schedule and reschedule customers Cons the inventory module is almost worthless. It is way to difficult to see what you have on hand and what you have sold. I have to look at what's on hand, look at inventory management to see if there is a PO made (and when you find that, you can't see how many are on each PO. You have to open each one) then you have to run another report to see if you have any sold. Way to many steps to figure out what you have!!!Also - it really doesn't integrate with Quick Books all that well. The inventory module doesn't match on hand quantities and the part numbers are not in Quick Books anywhere, so you have to update each part with the part number Review Source Response from KickServ March 27, 2023 We appreciate you taking the time to leave us a review. Service Fusion is focused on bringing innovation and more capabilities to the platform this year and beyond. MF Miguel F. Director of Operations Facilities Services Used the software for: 2+ years ### "Smooth interface but still has glitches to work out." March 15, 2023 2.0 The product is generally good and has much potential if Service Fusion can focus on the base product and make sure it has no glitches. While I am sure the AI will be useful for many and profitable for Service Fusion, it should not be the primary focus until the basics are ironed out first. Sales should be honest about product capability, it is not a small task for service companies to switch between field service management applications. Pros We love that it is easy to use, cloud based and easy on the eyes. Most features can be used without formal training (because none exists). Many good fields within customer and equipment for proper set-up. Product set-up (we have over 4000 products) and prices can be updated easily. Syncing to QBO is smooth once the initial set-up is figured out and understood. Very few glitches in this regard. Cons There is something wrong with how additional visits work in Jobs/work orders and Service Fusion is not addressing it. It displays first date on top instead of last date, changing the status of one visit changes the status of all visits. In the past 6 months, intermittently or only on specific customers, the bill to section on customer invoices has been populated with "Serviced at" address instead of "Bill to" address as assigned in the customer profile. This has also affected the emails for invoicing as it will send to primary contact instead of contacts assigned to send invoices. After calling Service Fusion customer service, we quickly realized that many are unfamiliar with product and give you answers which are not correct and in conflict with others who we have spoken to in the past.There was one day where Service Fusion had an outage in the middle of the day. It appears they have no back-up service which is strange to see in a cloud-based service.Custom Documents is not so custom. When I called in to ask how to "compact" the document because they take up so much space on a page nd can bleed into multiple pages, customer service did not believe it can be done.Service Fusion provides no onsite support. They expect you to learn the product on your own or call customer service if you have any questions. Reason for choosing Service Fusion Other reviews, recommendation form other company, promise of ease of use, QBO syncing and ability to maintain multiple equipment service history under each customer. Sales person was very convincing that all features worked flawlessly. Review Source Response from KickServ March 28, 2023 Thank you for your feedback. I understand you have interacted with Support on the issues you stated above, but I have sent them your feedback and they request you contact them again for further investigation. MH Miles H. Owner Construction Used the software for: 2+ years ### "Good software, Terrible customer support (software goes down regularly)" April 5, 2022 4.0 It's sad because it was a well designed piece of software and something must have happened (most likely a sale) where the software is no longer supported and virtually no enhances are being made. But most worrisome is that it crashes regularly. They also invest zero resources into customer support. ServiceFusion, right the ship before it's too late! Pros It's a great tool, very intuitive with significant flexibility. It has the potential to be great if the company would invest in the infrastructure flaws that make the software continue to go down/fail. Customer service is basically non-existent. They have absolutely no interest/motivation to speak to someone and individually address your needs - even if you offer to pay for it! Very poorly run company in that respect. Cons The customer service is just terrible. The software goes down for hours and hours leaving you in a lurch. They have no after hours support. It's not uncommon for the software to go down at 6pm and then will stay down until someone gets into the office at 8am. What happens to those of us that work in the evenings? This is highly disruptive to the businesses using the tool. There is a strong indication the company is not vested in the long run. Alternatives considered [ServiceTitan](https://www.capterra.com/p/150053/ServiceTitan/) Reason for choosing Service Fusion ServiceTitan's model for in home sales is not our model. They are a very sales heavy company with software that is bulky, non-intuitive and pigeon holes a company into doing things their way. Switched from [mHelpDesk](https://www.capterra.com/p/77264/mHelpDesk/) MHelpDesk's estimating abilities were very archaic and there was no indication the company had any plans to make improvements. Review Source AA Andrew A. Estimator/IT Facilities Services Used the software for: 1-2 years ### "Best Software for running a service-business available. (I would know, I've looked at all of them!) " September 9, 2022 5.0 Service fusion is the best software out there that I have seen. We used to use Smart Service and when one of their tech support agents expressed surprise that I had 8 tabs open and the software was still functioning I realized that it was a sub-par product. After that myself and our management sat through multiple software demonstrations to make sure we didn't end up with another sub-par software. Of all the demonstrations we went through, Service Fusion was, by far, the most cost effective and capable software available on the market. It runs on the internet, so we can access it from any computer or tablet without having to download any additional software. It also updates regularly, which, since it's on the web I don't have to visit each work station in the office to update software anymore, which is a huge time saver. Pros The most impactful features for us are all of the automatic things the software does to communicate with our customers. It emails and texts them automatically the day before an appointment and when the technician is on their way. It has the widest range of features of any service-program I've seen and it is easy to use once the system has been setup to your liking. The Service Fusion team updates the software often, so we're always up-to-date with the latest features. Cons The only things that could be better are: The field application for technicians. It would be easier for us if we could create and edit inspection reports in the service fusion app itself instead of having to leave the app to fill out our reports and then upload them to the job. Reason for choosing Service Fusion The Automation, Ease of Use, Number of useful features, low price-point compared to others. Switched from [Smart Service](https://www.capterra.com/p/149343/Smart-Service/) Smart service was causing us a lot of frustration for how much time and energy we were putting into it just to make it work. It was extremely slow, had limited capabilities, and charged for services like text messaging customers which come standard with a service fusion account. Review Source Response from KickServ September 20, 2022 Andrew, we sincerely thank you for taking the time to share your thoughts with us. We are thrilled to hear about your positive experience with our software. RM Rick M. President Construction Used the software for: 1-2 years ### "Raving Fan" February 21, 2023 5.0 The customer service is outstanding. They are quick to walk me through to solutions. Pros It is a wonderful platform. This is my third platform from similar companies. All of the others have invoicing, calendar, etc. ServiceFusion is special. I use the VOIP phone feature, the data in Reports, accounting tab, and all the color coded dashboards. It is a great, great platform to run a business. If a prospect wants to just keep track of his jobs, there are less expensive options. But if a prospect wants to run a business, SF is a great solution. Cons It was very difficult to launch SF. The great thing about SF is it is highly customizable. The bad thing is that it is very customizable. It was very hard to get all the communication, forms, colors, etc set-up. Housecall took 1/10 the time to set-up. But now that it is set-up, I love, love SF. Reason for choosing Service Fusion Service plans, reporting (home dashboard), the data available in Reports, VoIP. Review Source Response from KickServ February 23, 2023 Your raving review is much appreciated! Thank you for your feedback. KK Ken K. owner Construction Used the software for: 2+ years ### "Not reliable Servers are constantly down , very overpriced for the reliability" September 28, 2022 2.0 The problem is reliability of their servers. At least several times a week they go down anywhere from 10 minutes to 2 hours to fix. You try running a service company when your techs cant go to the next job because the server is down. I am assured once a week that there server issues are resolved and they are not. I have been using this software for over 2 years, 6 month ago they did something because they are no longer reliable. I am paying top $ for the software . Kickserve was much more reliable and much less expensive. Pros As a dispatch software it does a good job Cons When it is working it is good , the problem in the last 6 months the server constantly goes down crippling my business Reason for choosing Service Fusion there review were good, again until 6 months ago i had know complaints Switched from [Kickserv](https://www.capterra.com/p/122541/Kickserv/) I wanted more functionality which I thought i was getting, in reality it had a little more functionality but after 2 years the reliability is horrible. 4 x the price is not worth it Review Source Response from KickServ November 1, 2022 Ken, we understand our software's mission-critical nature and take these issues extremely seriously. I can assure you that our engineering teams are working to reduce and eliminate the risk of any similar events occurring in the future. We sincerely apologize for any inconvenience. AW Alex W. Service Manager Machinery Used the software for: 6-12 months ### "Very bad software company" May 9, 2023 1.0 my overall experience is poor. The system crashes weekly for hours. Support is slow. Problem solutions are non-existent. The maintenance agreement module is the worst attempt I've seen and completely useless. The limitations on importing information is horrible and their support staff takes over a week to update a live inventory count. In that time, you have to manually track ALL of your inventory moves and manually update it. The job labor section has no ability to charge sales tax. If you have a large inventory the sales tax on products will not function. They have NO offline functionality on the mobile app. Pros The custom documents and online customer portal brought me in. Some of the feature's work but we have had to develop more manual processes and "work arounds" The bones of this software is great. Its sad the company doesn't develop it better. Cons What they profess to sell you is inaccurate and onboarding personnel did a very poor job. They were very ill'-informed in their own product. I don't get the impression the owners are in touch with their customer's needs. Or maybe they just don't care. Reason for choosing Service Fusion Price and features as represented. After a lot of cost and time i realized it was a bad decision. I am currently researching Fusions replacement now. Review Source Response from KickServ June 30, 2023 We are sorry to hear you haven't loved your experience with Service Fusion. There are a ton of improvements coming in the second half of the year that address some of your concerns. RL RIta L. Operations Manager Automotive Used the software for: 6-12 months ### "Temple RV Repair" May 1, 2024 5.0 Over all we are very pleased with Service Fusion and the features it offers for our RV business. Pros We like most that it was not only easy to use but easy to learn. Cons We would like it to track Flat rate pay. Reason for choosing Service Fusion We chose Service fusion because of the price. Review Source Response from KickServ May 15, 2024 Thank you so much for taking the time to leave us a review! We are glad Service Fusion has been a good solution for your business. Talk to a Capterra advisor for free and get results within 15 minutes.