ComplaintsforServiceLink

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company has not complied with facilitating the necessary signatures needed from the buyer to complete closing of the sale of a property. We were scheduled to close on 05/04/2024, ServiceLink Texas, LLC has yet to complete the necessary steps by working with the lender and seller to complete the closing documents and related signatures needed to close on the home. Agent assigned to file is rude has not been responsive on moving the account along in a timely manner not following up with buyers loan company and realtor to provide updates on the status of the closing.

  Business response

  03/07/2024

  ServiceLink apologizes for the delay in this closing. All signatures to allow the loan to fund have been obtained and this closing is now today, 3/7/2024.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Servicelink went onto private property without permission of the property owners, changed locks, put on a lockbox on the front door, ripped a lock and hasp off a locked area, stole a lot of our personal property and stole paperwork containing personal identification information, and trashed our home. We have called the number and no one will return our calls.

  Customer response

  02/06/2024

  I don't know how to make this more clear. Servicelink went onto PRIVATE PROPERTY WITHOUT PERMISSION of the property owners.  SERVICELINK CHANGED THE LOCKS ON THE FRONT DOOR OF THE RESIDENCE and put on a lockbox. They tore off a lock and hasp off a locked area, stole a lot of our personal property, stole paperwork containing personal identification information, and trashed our home. We have called the number and no one will return our calls.

   

  Customer response

  02/06/2024

  My mother is ******* ******. She is deceased. I am the executor of her estate. Attached is a copy of her will.
  
  ******* ****** **** ***** ** ************ ** *****

  
  

  Business response

  02/08/2024

  Thank you for taking the time to bring this to our attention.  Servicelink was contacted by the local police on the same day that this complaint was received.  We have complied with their request to provide vendor contact information to aid in their investigation.  Servicelink will also reach out to Ms. Schmidt to discuss the allegations in more detail to resolve the issue.  

  Customer response

  02/11/2024

  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.

  Not acceptable! It seems servicelink is taking no responsibility for going on private property without permission. No responsibility for changing locks on a private residence without permission.  No responsibility for not contacting me. No responsibility for theft from inside and outside the home. Not acceptable!

  Why did no one from your company contact me. I let those who answered servicelink phones know how distressed I was since servicelink employees trespassed on private property … I even made multiple calls. I was told the same servicelink lies about being contacted yet no one bothered to take a moment to contact me.  Not acceptable!

  So if I have, just for instance, a neighbor I don't like, I can hire servicelink to change locks on their home and you will do so?!?  I just pay you and you have no responsibility?!? You just ignore the law and trespass?!? Not acceptable!  You must make a lot of money being illegal. 

  Stolen items, especially personal documents that could be used for identy theft, MUST be returned! 
  
  Regards,
  **** *******

  Business response

  02/22/2024

  Thank you for you continued inquiry into this issue.  Unfortunately, due to privacy laws we are unable to discuss issues related to the property unless you are the owner or an authorized third party.  The mortgage servicer has advised us to provide you with the customer care number so that you can apply to become an authorized third party on the loan.  The number to contact is 877-768-3759.  

  Customer response

  02/25/2024

  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.  
  

  Not acceptable. 
      All I wanted was for my deceased mother's items, ESPECIALLY THE PERSONAL DOCUMENTS, to be returned. We did nothing to cause this problem. servicelink did and they need to do the right thing and correct the problem they created.  Why does servicelink refuse to accept responsibility and try to send me to another company that did not trespass and commit crimes? servicelink employees took my deceased mother's belongings and servicelink employees need to return my deceased mother's belongings, ESPECIALLY THE PERSONAL DOCUMENTS
      This situation is crushing and overwhelmingly emotional. My mother is deceased. We had bins packed with my deceased mother's belongings. Like most people, we began with the items we wanted most … valuable and sentimental things … dishes, silverware, crystal, jewelry, items my mother was given by her husband and brothers in the 50’s and 60’s when they were in the military traveling in other countries. THESE PACKED BINS WERE STOLEN.
      There is an expanding folder that had been brimming with paperwork decades old. My deceased mother was the executor for her mother’s estate with the multiple properties owned … also paperwork for her deceased brothers including their estate info, birth and death certificates. There was my mother's and father's personal info. Also info for me and my siblings … social security data from when my mother signed us up … our birth certificates.  ALL THAT WAS GONE THROUGH AND DOCUMENTS WERE STOLEN. Only a few documents remain. I don't even know everything that was in there but I do know that items stolen could easily be used for identity theft. The stolen paperwork was a criminal act with a huge chance of future repercussions.  The stolen personal documents can be used for fraud and future criminal acts.
      We had our home violated by servicelink representatives, important items and vital paperwork stolen, and our home trashed.
       We were robbed by servicelink, a company who clearly has no problem being illegal, treating me disrespectfully on the phone, sending employees on our property without legal permission from the owners, stealing items and personal documents, removing and changing one lock,  destroying one lock and trashing our home. 
       I was left a message 2/16/24 by a servicelink person, Leah Houston.  I called servicelink 2/17/24 at 720-566-8578, in an attempt to leave a message regarding the best time to call as I have daytime duties making phone calls difficult.  I called three times to leave a message but was unsuccessful.  Once the voicemail message played, there was only a few seconds for a message to be left. The voicemail recording was set to record less than 10 seconds, then my call was disconnected. 
       I attached a screenshot of my call history. 
       Monday, 2/19/24, the servicelink person Houston, called at a bad time.  Said she was reaching out to me yet refused to actually talk to me. 
       On the phone this person, Leah Houston, had very low volume. I asked for a moment to check my phone volume. The problem was not on my end.  I told houston I need her to speak louder. Instead, she talked over me and it sounded like she said servicelink had my permission to go on the property, which is false. I was shocked and wanted to be sure of what I heard. I asked her to repeat what she said but she wouldn't.  All I got was silence.  At first she did not even acknowledge that I spoke. I had to ask twice if she heard me ask her to repeat herself.  I received only a curt  irritated refusal to repeat what she said. She stated she wanted to pass me to someone else. I requested her to email the info since she called at a bad time but she refused.  I hung up. 
       It is clear there can be nothing done through this nonprofessional houston person.  This was clearly not someone reaching out to resolve anything with the shocking lack of professional behavior and pathetic phone manners.
       Thursday, 2/22/24, I received a response from servicelink through the Better Business Bureau.
  We were given this contact info:  “The number to contact is 877-768-3759.” This company is Selene Finance. I do not know how this company is supposed to be connected. The people at this number do not know anything about my mother's property … where the servicelink employees trespassed and robbed our home. Why does servicelink send me to another company that did not trespass and commit crimes? 
       This shows another unprofessional business stalling tactic to cover up criminal actions. 
  Regardless of servicelinks comments about the owner or authorized third party, I am the executor of the will. I am the person who would authorize someone to go on the property or change the locks.          My family and I own the property.  servicelink was NEVER given permission to go on the property much less enter the home, change or destroy locks, add a lockbox or remove items and especially important personal paperwork and NOT to trash the home. 
  I had to file a police report. The concern is not just trespassing, theft of irreplaceable items, destruction of our property and locking us out of our home. It is also over important personal documents which are irreplaceable and have the possibilities of being used in future criminal activities with my family members data being used to commit fraud. 
       All I have ever wanted was for my mother's items, ESPECIALLY OUR PERSONAL DOCUMENTS, to be returned. We did nothing to cause this problem. servicelink did and needs to do the right thing and correct the problem they created.  Why does servicelink send me another company that did not trespass and commit crimes? servicelink employees took my deceased mother's belongings and servicelink employees need to return my deceased mother's belongings, ESPECIALLY THE PERSONAL DOCUMENTS
        NOT ACCEPTABLE!
  
  Regards, **** *******  **** *******

  Customer response

  03/08/2024

  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.
  

  Servicelink trespassed AGAIN!

      THE PERSON ON THE LOAN IS DECEASED.  I am the executor of the estate. I AM the party in charge … THE representative.  On the first complaint I sent a copy of the will to show I am the representative for the property. Denying this is YOUR way of skirting servicelink criminal actions and the theft your employees have committed.
      servicelink was informed the property where they trespassed January was private property. Your criminal employees went BACK on the property A SECOND TIME AND back into the home. It is spelled out VERY clearly in the first complaint that WE STILL OWN THE PROPERTY BUT YOU SENT THE THIEVES BACK!

  Servicelink blatantly disregarded facts and again criminally trespassed on February 26, 2024. The property was broken into and more items were stolen. This is more than trespassing and burglary.  It is harassment.  

       There were already signs on the property saying it was private property and no trespassing. After the break-in and theft in JANUARY, more signs were posted. Boxes and other items were placed to purposely block the entrances and notices posted on the items. The two entrances of the porch, in front of and on the front and in front of the kitchen door. All items placed to block entrances had “no trespassing - private property” notices. These blocking items were physically moved from in front of the four doorways. The sign attached to the front door was removed and the servicelink sticker was put in its place.  The front door “no trespassing - private property” sign was moved inside the home.  
      SERVICELINK IS A despicable company and fraudulently put another notice in the mailbox saying to stop mail delivery. Someone IS living on the property and it is NOT vacant. Servicelink employees lied, for the second time, to the federal government by deceitfully reporting the property as vacant and falsely keeping the postal service from delivering mail. I will be notifying the US Postal service that this duplicitous act was done by servicelink AGAIN.
  WE OWN THE PROPERTY. NO ONE, ESPECIALLY THIS DISREPUTABLE COMPANY, WAS GIVEN PERMISSION TO ENTER THE PREMISES, REMOVE PERSONAL PROPERTY AND REMOVE PERSONAL DOCUMENTS. 
      This is a small older home in an area being developed for million dollar homes. servicelink was hired by a developer to harass and force a sale of the property they have TWICE burglarized.
       A second burglary police report was created. This type of criminal activity cannot be allowed. 
      Oh yeah. The home is no longer in foreclosure.
  
  Regards,
  
  Gaye Schmidt

  Business response

  03/18/2024

  Ms.  *******
  
  We have reviewed the inspection that was completed on 2/26/24 and have determined that no entry was made into the home nor anything taken.  This was confirmed by the vendor assigned to complete the work. ServiceLink does not request mail delivery to be discontinued as part of any process nor are we requested to do so by any of our clients and, as a result, vehemently denies placing anything in the mailbox on this property. ServiceLink does not have any knowledge of who may have placed the note in the mailbox. As we have stated multiple times in our responses, ServiceLink again denies removing anything from this property. Additionally, ServiceLink was not hired by a "developer." ServiceLink only acts at the direction of its clients, which are mortgage loan servicers. Should our client continue to order inspections, we have taken steps to ensure no entry is made into the home or onto the property.

  Customer response

  03/21/2024

  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.
  

   

     We have investigated and employees of servicelink burglarized our private property TWICE. 

   

     After the first incident of breaking & entering and burglarizing a private home, servicelink headquarters and servicelink locally were notified ... MULTIPLE TIMES ... that the property was NOT owned by ANY other entity but a private individual.

   

     AFTER servicelink was notified ... in part by the BBB complaint ... that the property was owned by a private individual, for A SECOND TIME a servicelink employee was sent to AGAIN burglarize a private property. servicelink KNEW and had been notified it was private and no servicelink lies can change that fact.

   

  These are the actions of a company who must regularly work outside the law with no fear or regard for laws.

   

  Due to servicelinks criminal acts, personal documents were stolen and identity theft is REAL and servicelink employee or employees are responsible.

   

    Why does servicelink refuse to accept responsibility. Representatives were sent TWICE. Even after knowing the property was owned privately. Going on private property a second time is proof of criminal intent.

   

     servicelinks lame attempts to send me to another company that did not trespass or commit crimes shows the disrespect and disregard for homeowners.

   

     TWICE we had our home violated by servicelink representatives, important items and vital paperwork stolen, and our home trashed.

   

     All I have ever wanted was for my mother's items, ESPECIALLY OUR PERSONAL DOCUMENTS, to be returned. We did NOTHING to cause this problem. servicelink did TWICE and needs to do the right thing and correct the problem they created. Now concerns are fears of identity theft and more attacks by servicelink criminal employees.

   

     servicelink employees took my deceased mother's belongings and servicelink employees need to return my deceased mother's belongings, ESPECIALLY THE PERSONAL DOCUMENTS. The home is no longer in foreclosure but that does not make us safe from future illegal attacks as proved by the second burglary.

   

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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I refinanced my home with my lender. The closing date was 11/15/23. I am to receive a cash out from the refinance. The disbursement date was set for 11/20/23. In which I was supposed to receive my cash out via overnight mail through UPS or FedEx. It is 11/29/23 and I have yet to receive my cash out money. The loan with my lender is showing paid off and the new rate is on my account. I’ve contacted the number on the website and the number provided in my closing documents and you are unable to speak to anyone when calling. My lender has also been trying to get in touch with them (Servicelink) with no luck. I have not had any contact from the agency and no means of speaking with them because they do not answer. I have also emailed the agent Ryan M******** at ************************* and called him at ************ and ************ but no response. Can someone please assist me? They have all of the checks to pay off my accounts and the cash out balance owned to me. Thank you, Lesa Williams

  Business response

  12/11/2023

  On November 19, 2023, ServiceLink's parent company, Fidelity National Financial, became aware of a cybersecurity incident that impacted certain of its systems. They took containment measures which included blocking access to certain systems, including ServiceLink's systems, which resulted in ServiceLink being unable to access its email, phones, operating systems, etc. for several days. Service began being restored the last week of November.

  ServiceLink contacted the complainant on November 30 and sent her disbursement checks on December 1 via overnight mail.

  Customer response

  12/12/2023

   
  
  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

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refinanced my home and the bank chose ServiceLink of Oregon as the title company. It took them 2 months to even get it to closing and I signed on July 18Th, 2023. I was told I should have the payoff checks by the next day and my mortgage would be wired, also by the next day. On the 20th I called the bank and told my loan officer nothing had gone through so he called ServiceLink and they wired the mortgage payoff on the 21st. I still do not have the rest of the payoff checks and am now going to have to make another round of payments that I was not anticipating having to pay. I have never seen such incompetence in what is supposed to be a professional company. My loan officer will not use them again and I hope people check here before continuing with a loan company that does. Horrible service.

  Business response

  07/24/2023

  The file was fully disbursed on 7/21 and the non lien checks were sent via UPS to the borrower with tracking number ******************* The mortgage payoff was wired directly to the mortgage company. 

  Customer response

  07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  however this does not negate the complaint.  This company does not provide the service expected from a title company.  

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home in an auction on May 20th using Service Link as the title company. The deed was never sent in to my county court house to be filed by Service Link. When I went to have a LOC signed at my bank in early June, the title work came back incomplete due to the deed having never been sent to my county court house for filing. Service Link then covered up their mistake by claiming that a double sided deed had been filed. My court house has since confirmed that the documents at the time had never been received (not single or double sided). Service Link upon realizing their mistake told me that they overnighted the title work to my county. I waited 1.5 weeks for them to confirm that the deed had been sucessfully filed. They would always blow off my concern and tell me they would have the confirmation soon. Instead of continuing to wait on them, I contacted my county court house myself. My county court house told me at this point they still had not received the overnighted paperwork from 1.5 weeks prior. Suddenly on the same day that I called, a sub contractor showed up at the court house with the overnighted documents at 4:30pm. The court house immediately filed the documents and handed back the confirmation to the sub contractor. That was last wednesday 8/3/22. So it took 1.5 weeks to take the overnighted documents to my county. Once the deed had been filed, the sub contractor never returned the document filing confirmations to Service Link. I found out this morning through my county court house that the sub contractor claims they never returned the documents due to Service Link not providing a return enveolpe. Because of this, I still cannot get a LOC on my property through my bank. Service Link is not returning my calls on this matter. I'm not sure how the sub contractor is handled with Service Link. There is a lack of urgency, customer service, and respect with this company, and I need this solved asap. Thank you.

  Business response

  08/17/2022

  ServiceLink has searched its records and is unable to locate the specific transaction based on the information in the complaint. Please provide the address of the property purchased in May and we will search our records further.

  Customer response

  08/17/2022

  The property address is *** ****** *** ********** ** ******

  Customer response

  08/18/2022

  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.
  

   

  *** ******** ******* ** *** ****** *** ********** ** ******

   
  
  Regards,
  
  ****** *******

  Business response

  09/21/2022

  ServiceLink completed the recording of the deed on August 4 and received the originals back from its third party recording vendor on August 18. ServiceLink sent the original recorded deed to the complainant on the same day and it was delivered the following day, August 19. Please let us know if there is anything further needed on this.

  Customer response

  09/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution is satisfactory to me as this work has now been completed due to my persistence.
  
  Regards,
  
  ****** *******

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house back on 2014, the serviceslink was the title company to handled my title closing, I'm trying to sell my house now and my new title company found a problem with the easement of my property, I can't sell now because no one recorded an easement, now I don't have access to my own property because is no easement, I'm so desperate and I called several times but no one can give me a answer..

  Business response

  07/28/2022

  ServiceLink has been in communication with the complainant since last week. We have offered to re-insure their property so that their pending sale can go through. See attached for email communication with the complainant letting them know.

*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. ↩