WorkWave Reviews

Pros

Back when Real Green owned the software, I experienced a total lack of any meaningful customer service from the company.

Cons

Regarding customer service, I have been using this software for over 20 years and, when I tried to change my subscription because I no longer use all the components, weeks passed while I attempted to get it corrected and I could barely reach anyone on the phone.

Pros

I was able to get the product to function but only if I could locate someone competent to assist me which I could not since their back-office team clearly lacked the necessary understanding.

Cons

Honestly the level of service is dreadful, I'm essentially left to handle everything alone because the company offers no real support and it feels like nobody there cares at all.

Pros

Great tool overall... It is great for operating a lawn spray business, handling the majority of tasks I'd expect for the modest cost I'm paying and generally meeting my day-to-day needs.

Cons

For our team, the per-user cost feels quite high and although we require easy adjustments to the software to satisfy New York reporting requirements, changes that should be simple to program, it seems that support does not currently include or prioritize this functionality.

Pros

I appreciated the software's ability to schedule employees and adjust staff assignments within the system since it made coordinating shifts and updating who is working so much more easy and reliable for our team.

Cons

Although they told me we could change the number of users at any time, what I wasn't told up front was that reducing our user count would incur charges which felt like a bait-and-switch since they're eager to add users and collect more money without hesitation, they happily help you add accounts and bill for it but the minute I tried to shrink the number of seats I was hit with a cost. I get that cancelling the whole contract requires notice, yet having to pay to LOWER the number of users while the company imposes different rules for increasing them seems unfair to customers and because of that I'm planning to move to another program.

Pros

Honestly I'm really into the global search feature, the dispatch view and the way the scheduling workflow is organized because they make finding information and planning jobs much simpler for me.

Cons

There are quite a few problems I keep bumping into, starting with the clumsy team-assignment behavior in the dispatch view that doesn't behave the way I expect and continuing with the fact that customers can't leave tips which feels like a missed opportunity, adjusting invoices is needlessly convoluted, I don't get any confirmation that text messages have been received, messaging is one-way only, customer-facing communication options via text and email are very limited and to top it off their contract renews automatically unless I send a written cancellation letter at least 60 days ahead which is both inconvenient and easy to miss.

Pros

We've appreciated how responsive the customer support team is and how smoothly the transition went.

Cons

Although we're still relatively new to using the application, I'm a bit uneasy about how the billing integration with QuickBooks will function and whether it will sync accurately.

Pros

I couldn't identify any real pros with WorkWave, they exaggerated the product's capabilities to get me to sign a contract before I was even allowed to access the application and then, after I discovered the software was essentially worthless for my needs, they tried to extort payment from me anyway.

Cons

From what I've seen in multiple reviews and from my own experience, WorkWave simply doesn't perform as advertised, the mobile app is practically unusable for any of our technicians, there are no native marketing tools included in the service and those features were explicitly presented as part of the offering during the sales demo.

Pros

The woman who led my team to the training was genuinely pleasant and easy to interact with throughout the session.

Cons

As for the problems, I could write a book: customer support was virtually non-existent and almost immediately we hit an issue importing our client list that took twenty-one days to resolve, during that time the account administrator repeatedly ignored our emails and even came across as rude which only made the situation worse. After several attempts to cancel and being repeatedly stonewalled, we were informed, quite late, that we'd been locked into a year-long contract costing $3,000. By the time I got things usable, I only managed about four hours of proper functionality.

Pros

I've come to the conclusion that there are absolutely no redeeming aspects to this company or its product and in my view it's more wasteful than literally burning the money I put toward it.

Cons

Honestly my experience has shown that everything about this company is shockingly terrible, staggeringly dysfunctional and the customer service is astonishingly awful, I'm genuinely floored by how incompetent they are.

Pros

When I explore the system I find customer profiles are impressively detailed, providing a wealth of data and multiple points to pull information from, yet you really need to know exactly where to look in order to surface the most useful fields and reports.

Cons

One major frustration I've run into is with the payment processing: I can't see who paid on the very day the payment goes through, I frequently have to wait until the next day for anything to show up and in some cases the transaction doesn't reflect on the customer's account for up to a week which feels substandard and like a significant glitch in the system.

Pros

From my perspective the software includes a broad range of capabilities but a significant portion of those functions are not yet usable and overall it gives me the impression that the product was released to market before it was fully ready.

Cons

I've run into a host of issues with the software that have caused ongoing headaches for our operation: to start, the rounding behavior when syncing to QuickBooks is inconsistent and inaccurate which leads to many transactions failing to sync and forcing us to edit each one manually inside QuickBooks, on numerous days this repeats enough that any organization larger than a one-person shop ends up with a substantial amount of work just to keep QuickBooks accurate. At our company we process merchant payments, including ACH, through Workwave Team Light and there's currently no practical way to reconcile the totals deposited into our bank account with the individual transaction records because most ACH deposits are batched so I have very little confidence that the amounts are correct. On top of that, customer portal payments often appear to fail from the customer's perspective so customers retry and inadvertently create duplicate payments for the same invoice, from our side both payments are acknowledged but the second one is recorded as a credit and because that credit is tied to the same invoice that was paid initially it ends up stuck and cannot be applied to the customer's balance. Future invoices then ignore that hanging credit which understandably frustrates customers and since we are not notified when these duplicate transactions occur they frequently go unnoticed until our monthly reconciliation, at which point we have to reach out to the customer, often after they've already contacted us. I've had many conversations with the company trying to reconcile these overpayments and it has been four months since the issue first appeared with no resolution, one particularly bad instance involved a $1,500 payment where the customer tried three times and, from their perspective, every attempt failed. This combination of failed-looking payments, duplicate entries, stuck credits and no proactive alerts has cost us time, damaged customer trust and left us repeatedly troubleshooting problems that the platform should be handling.

Pros

It worked effectively for me but I now find it far too expensive to justify continuing with the service.

Cons

Okay so... I've been unable to cancel my subscription, they persistently withdraw funds without my authorization and I ultimately had to close my bank account to put a stop to the charges.

Pros

I've noticed they keep a large team of phone operators ready to take calls so in my experience I never miss a lead when reaching out.

Cons

It required contacting their billing department seventeen times before I finally received a refund of several thousand dollars and because nobody on their team accepted accountability I would never recommend giving this company your credit card, in my view they operate like the Comcast of field service software.

Pros

nothing to mention in my opinion.

Cons

No one's answering, I'd like senior management to contact me.

Pros

What I appreciate is that I can input customers and keep tabs on them consistently from day to day and week to week which makes managing regular follow-ups and schedules much easier for me.

Cons

For me, the way it syncs with QuickBooks is problematic and doesn't fit our workflow but I can see it being an excellent solution for a different kind of business, or for users who never need to adjust prices mid-process the way we occasionally do.

Pros

The integration with our accounting software connects pretty easily and I find the job and schedule management behaves as you'd expect, handling assignments and timelines without fuss.

Cons

There's effectively no customer support, my whole office team and I have had a hard time getting any real help or clear answers from anyone at WorkWave and they are basically impossible to reach. When a response does come and it's almost always by email because phone calls never get answered, I'm asked to explain the problem again and again which is incredibly frustrating. At this point we're dealing with an issue that has generated more than twenty emails with no resolution in sight, despite our repeated requests that someone actually call us. On top of that, the company has incorrectly taken funds from our account twice related to a dispute (yes, each dispute resulted in a deduction) and although we've sent detailed explanations and photographic evidence some twenty times they still haven't corrected the mistake. They continue to question the situation even after I provided the trace ID and system ID from our bank which makes me feel like they aren't taking responsibility. I would not recommend using this service, mistakes happen but taking people's money and failing to fix it when you're clearly at fault is unacceptable.

Pros

It offered what I had hoped it would, providing the kinds of capabilities I expected for managing a small service business, including job coordination, record keeping and features intended to align daily operations that I believed would suit our needs.

Cons

The biggest problem I ran into was that time zones are totally ignored and because there's a three-hour difference we were essentially left without support if we couldn't conform to their narrow service hours, in practice that meant no service for us on many occasions. I felt strongly that the product and support did not match the promises made by the salesperson and the situation got worse after I signed their lengthy legal agreement because the very employee who sold me the system quit shortly afterward and the company assigned a different rep to our account. Our bidding process is significantly different from the options their software provides and when I raised this the original salesperson assured me there was a workaround, unfortunately the so-called workaround turned out to require me to purchase additional software just so our proposal method would integrate with their system. We wasted a lot of time trying to make it function. At the end of the day they operate like a massive company with many staff who seem indifferent and I have work requests and email threads and documents that clearly show the lack of follow-through on their part. Given the current hiring climate where we can't easily expand, we decided to cut our losses and asked if we could be released from paying subsequent months on the contract we never actually used but they refused to release us from that monthly commitment. That experience says a lot about the company and I strongly advise being very cautious before signing any type of monthly contract with them.

Pros

I was eager to try it because I assumed it would help us organize our cleaners' routes and simplify daily operations but in reality it didn't live up to hopes.

Cons

Honestly I find program overly complex and support unhelpful

Pros

What I like is that it keeps the technicians on task which makes managing their workflow noticeably easier for me.

Cons

I find the program could be more user-friendly to get it set up, as the initial configuration felt more complicated than it needed to be.

Pros

I found nothing redeeming in this service, it's complete garbage and it felt like a total waste of my time.

Cons

After they assured me of a trial period, when I realized the program was unusable I attempted to cancel but despite my cancellation attempts they continued billing my card and bluntly refused to honor the trial they had promised so I'm warning others not to throw away their time or hard-earned money on this.