Complaints

This profile includes complaints for ServiceLink's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ServiceLink

  1355 Cherrington Pkwy Coraopolis, PA 15108-4355

• 

  ServiceLink Loss Mitigation Services

  17300 W 119th St Ste 100 Olathe, KS 66061

• 

  ServiceLink

  3220 El Camino Real Irvine, CA 92602

• 

  Servicelink NLS LLC

  601 Riverside Ave., Bldg. 5 16th floor Jacksonville, FL 32204

• 

  ServiceLink

  250 Commerce 2nd Fl Irvine, CA 92602

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:05/31/2023

  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.

  On May 4, 2023 I was the winning bidder for a bank-owned property in Mesa, AZ. The auction's reserve price was met and the seller approved the bid. David T** from ServiceLink contacted me and had me complete some paperwork. A day or two later Ajuah N**** had me sign the sales contract for the home. After I signed the contract I wired my earnest money as required. A few days later Ajuah N**** emailed me to say the seller declined the sale. That was on May 10th. Now, 21 days later I am still waiting for my earnest money to be returned. I just get the run-around from Ajuah. I decided to call the Title Escrow department directly. I spoke with ***** and she's been no help either. I buy/sell and flip homes and I buy from the foreclosure auction at the courthouse. I've never dealt with a more apathetic group of people. Be Warned!

  Business Response

  Date: 06/02/2023

  On behalf of ServiceLink Auction and ServiceLink, LLC (“ServiceLink” or “Company”), please
  accept this response to your June 1, 2023 inquiry regarding complaint ID #. ********.

  ServiceLink has conducted a review of the complaint and can confirm that the earnest money
  deposit refund check was delivered to Mr. ****** via. UPS, tracking # ** *** *** ** ****
  ****

  , on Thursday, June 01 at 11:31 A.M. It appears the delay in the processing of this
  refund was due to an employee’s oversight. ServiceLink sincerely regrets this delay and is
  taking steps to enhance internal processes avoid any similar delays in the future.

  Should you have any further questions concerning the review of complaint ID#********,
  please do not hesitate to contact me.

  Respectfully,
  Katy C******
  SVP, Chief Compliance and Regulatory Counsel, Legal Department

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 were set up for escrow with ServiceLink. Our deal was cancelled. A request was sent to have our $12,000 returned to us. On 3/16/23, Manda L**** from ServiceLink confirmed our mailing address and said the check would be sent next day on 3/17. It's now 3/22/23 and we have no check and Manda has not responded to emails. Our agent has also emailed Lauren P***** and P. K******* and neither will respond.

  Business Response

  Date: 03/23/2023

  ServiceLink apologizes for the delay in responding. Lauren P***** responded this morning to let the complainant know that we can wire his escrow funds today. He provided his banking information and we initiated the wire today. We are sorry for the inconvenience.

  Customer Answer

  Date: 03/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/28/2023

  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.

  As home prices have gone up recently (late 2022), and after speaking with a real estate broker (who lives and recently sold properties in our neighborhood), we found that the value of our home had reached the point where we should be able to cancel our private mortgage insurance on our home loan. At the suggestion of our mortgage lender (******** ****), we paid $450.00 to ServiceLink for an appraisal. After receiving the appraisal report, we noticed that the appraiser used comparables that were not appropriate and therefore, undervalued the property. Two of the properties the appraiser used were purchased by developers to be torn down (therefore, the sales price would be much lower since the developer would also need to subtract the cost of demolition in coming up with the sales price). We appealed the appraisal and even sent in comparables that we thought were more appropriate (such as a house with basically the same specs as ours right across the street that recently sold). ServiceLink's appraiser, however, gave us false excuses as to why the comparables we sent were not used (e.g. the house across the street was not listed on MLS and therefore the appraiser could not know the condition of the house, which is not true).
  
  We feel the appraiser used comparables that were not appropriate to undervalue our property so that we would not be able to cancel PMI. We also feel that there is collusion between ******** **** and ServiceLink to come up with lower property values when the goal is to cancel PMI as ******** **** state that only the appraisal companies they recommended could be used.

  Business Response

  Date: 03/09/2023

  On Tuesday, February 28, ServiceLink was notified by the Better Business Bureau of a
  complaint filed by customer **** ******** of *** ******* ** ******** ** *****.
  In the complaint, the borrower claims that:
  

  ? As home prices have gone recently (late 2022) and after speaking with a real estate
  broker (who lives and recently sold properties in our neighborhood) we found that the
  value of our home had reached the point where we should be able to cancel our PMI on
  our home loan. At the suggestion of our mortgage lender (******** ****), we paid
  $450 to ServiceLink for an appraisal. After receiving the appraisal report, we noticed
  that the appraiser used comparable that were not appropriate and therefore,
  undervalued the property. Two of the properties the appraiser used were purchased by
  developers to be torn down (therefore, the sales price would be much lower since the
  developer would also need to subtract the cost of demolition in coming up with the sales
  price). We appealed the appraisal and even sent in comparable the we thought were
  more appropriate (such as a house with basically the same specs as ours right across
  the street that recently sold). ServiceLinks appraiser, however, gave us false excuses
  as to why the comparable we sent were not used (e.g. the house across the street was
  not listed on MLS and therefore the appraiser could not know the condition of the
  house, which is not true). We feel the appraiser used comparable that were not
  appropriate to undervalue our property so that we would not be able to cancel PMI. We
  also feel collusion between ******** **** and ServiceLink to come up with a lower
  property values when the goal is to cancel PMI as ******** **** state that the only
  appraisal companies they recommend could be used.
  

  Appraisal Timeline:
  

  ? ServiceLink received a request for an appraisal on 12/19/2022
  ? On 12/19/2022 ServiceLink sent out a prepayment link to the customer at
  ******************
  ? Payment was then received on 12/19/2022
  ? The order was assigned to Howard J****** of Advent Appraisers
  ? Inspection was set and completed on 12/23/2022
  ? On 12/28/2022 the final report was received by ServiceLink and delivered to client
  ? On 1/**/2023 ServiceLink received a dispute request from ******** (below) to review
  

  o From: **** ******** *************************;
  Date: Tue, Jan **, 2023 at 2:27 PM
  ServiceLink Confidential
  Subject: Attn: PMI
  To:

  Hello,
  Thank you for the appraisal (file # ********), conducted through ServiceLink, that you
  ordered on my house (*** ******* ******* ******** ** *****) in reference to removing
  PMI on loan # **********. I****;m asking to dispute the appraised value of $1.8m based on
  the following comparable properties (deeds attached):
  1) *** ******* *** ******** ** ***** :
  Sale price: $2,100,000
  Sale date: 9/14/2022
  Notes: Very similar to our house, slightly more living space, older renovations.
  2) ** ******* *** ******** ** *****
  Sale price: $2,600,000
  Sale date: 9/7/2022
  Notes: Recent renovations, slightly more living area.
  3) ** ******* *** ********* ** *****
  Sale price: $1,950,000
  Sale date: 10/25/2022
  Notes: Unrenovated, to be developed; (purchased by investor:
  ********** ***, they purchased ** ******* *** and built a new house on
  the lot)
  If you have any questions, please get in touch via e-mail or phone (************).
  Thank you for your attention.
  
  ? On 1/**/2023 the appraiser reviewed the request and resubmitted the report and it was
  reviewed and determination was made and email sent to customer
  ? On 1/26/2023 the customer responded with the below:
  o No worries, but I would like to correct an error in the appraisal related to the appraiser****;s
  decision to disregard the comps. *** ******* ****** (our house) is a legal two family
  property (like the two new comps *** ******* ****** and ** ******* ******), not a legal
  one family property as the appraiser states. Can you have the appraiser reconsider the
  appraisal based on this correction? We can supply documentation if necessary but I
  assume the appraiser has access to it already.
  
  ? Due to a call from the customer regarding the info in the report we redisputed the report
  and the below information was found:
  o ************************** followed up - Internal, Comments : From: G******,
  Shannon
  

  Sent: Thursday, February 2, 2023 3:55 PM
  To: ***************** ***********************************;
  Cc: L*****, Kyle &*****************************
  Subject: RE: PMI Removal ******** - Speakman
  I took a look at the report and the sales that were send for review:
  *** *******, ** ******* and ** ******* were sent initially; *** and ** are 2 family
  properties and the subject is a single family. These 2 types of properties are not
  comparable and would not typically appeal to the same pool of buyers.
  
  ** was not utilized by the appraiser as the GLA is over 20% greater than the subject;
  however sold comp 2 and 6 are both over 20% GLA as are both listings.
  I am not sure why the appraiser is stating that *** and ** were not located in MLS as I was
  able to locate both of these via an online search; however since these are both 2 family,
  again they would not be comparable.
  

  It seems that the subject used to be a 2 fam property, but was converted to a single family.
  Therefore it would need to be compared to other single family properties.
  

  We can go back to the appraiser to question the comments regarding ** ******* since
  some of the comps used are also over 20% GLA and ask for it to be re-considered or a
  better explanation for not using it; however the condition/upgrades of this sale do appear to
  be superior to the subject and an adjustment seems to be warranted. Based on the amount
  of that adjustment I don’t know if there would be any change to value warranted or if the
  condition/upgrades would make the sale not really comparable.
  

  Other than the value, was there any other item(s) that the borrower felt needed to be
  disputed?
  
  ? On 2/3/2023 the final report was received and delivered to the client however the value
  remained unchanged
  

  ServiceLink strongly denies the allegations of collusion with ******** **** as it would have
  nothing to gain from undervaluing the complainant’s property. Also, please note that the
  appraiser who performed this appraisal is an independent contractor, not an employee of
  ServiceLink. As a result, ServiceLink is unable to “adjust the home appraisal.” Instead, as an
  Appraisal Management Company, ServiceLink passed the information the complainant
  provided to ServiceLink on to the appraiser, who wrote his report based on his professional
  expertise and judgment.
  

  Please let us know if you need anything further on this.

  Customer Answer

  Date: 03/10/2023

  Dear Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Thank you for forwarding Servicelink's response. Their response details what happened and also shows their disregard for the quality of their work and well as their customers as 1) they are saying that they are not responsible for the work that the appraiser does since the appraiser is an independent contractor, and 2) they are disregarding the information that we provided which proves that the appraiser did not use appropriate comparables and therefore providing an inaccurate report 3) they are not providing any solutions to the matter by saying they are not responsible for the outcome or quality assurance of their service. We propose two possible solutions to the issue: either they should refund us the amount paid for the service ($450) so that we may employ a different firm to do another appraisal, or they should get a different contractor to provide a value of the subject property using appropriate comparables.

  
  

  We would like to emphasize that the appraiser used inappropriate comparables to value the subject property in order to lower the stated value. Two of the three comparables used were for homes that were purchased to be demolished (as proof, please see attached screen shot of property located at *** ******* ****** showing a permit filed for demolition of property), and therefore were valued by developers only for the land (minus demolition costs). Appraiser stated that some of the comparables that we provided were not used because they were legally multi-family properties, however, subject property is also legally a multi-family property. When this was pointed out to the appraiser, his rebuttal was that subject property was being used as a single family so "would not appeal to the same pool of buyers". The appraiser did not use this same logic for the two comparables that were to be demolished when including them in his report. The appraiser also stated the the property across the street from subject property was not used as a comparable because he could not find the listing for it on the Multiple Listing Service (which is not true and was pointed out to Servicelink with proof) and therefore could not certify the use of the property. Again, this same logic was not used for the comparables appraiser put in report. 

  
  

  Servicelink should be responsible for the accuracy of the appraisals they provide. If they do not employ their own appraisers, then they should have a process for making sure that the reports are accurate. Instead, they are trying to brush off any responsibility even when the customer has provided detailed proof showing the very poor quality of the service that was paid for. Servicelink states that there is no collusion between them and the mortgage lender since there is no benefit to Servicelink. It is obvious that if they instruct the appraiser to provide a value just below what would require the mortgage lender to cancel Private Mortgage Insurance, then the mortgage lender would keep instructing borrowers to pay Servicelink for their services. Appraisals have a very important financial impact for all parties involved and should be subject to much higher quality standards. Servicelink refuses to take responsibility for a highly inaccurate appraisal, and the only conclusion that we can come to is that there is a benefit for Servicelink in providing an inaccurate report.

   
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:01/09/2023

  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.

  I won the auction for *** **** *** ***** **. The seller pulled the property from the auction. The sales agent David T** told me that I can get a refund via wire transfer like they recieved. The amount totaled to 2500$ earnest money deposit. I need my money now.

  Business Response

  Date: 01/16/2023

  On behalf of ServiceLink Auction and ServiceLink of Louisiana, LLC (“ServiceLink” or 
  “Company”), please accept our response to your January 9, 2023 inquiry regarding complaint 
  ID #********. 

  
  ServiceLink has conducted a review of the complaint and can confirm that the earnst money 
  deposit refund check of $2,500 was delivered to complainant on January 10, 2023 at 10:15 
  AM.

  
  Should you have any further questions concerning the review of complaint ID# ********, 
  please do not hesitate to contact me. 

  
  Respectfully,

  
  Katy C******
  SVP, Chief Compliance and Regulatory Counsel, Legal Department