Complaints

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

• Initial Complaint

  Date:04/04/2024

  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.

  Their website login and password recovery process is completely broken - no users are able to login or reset passwords. Investigation led me to discover that their parent company First American was hacked and all subsidiaries websites were down. This data breach was not reported to me nor was any remediation effort. Their login process is still broken requiring all payments to be made manually. I have still received no notice of a data breach.

  

  Business Response

  Date: 04/08/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the consumer on April 4, 2024, to discuss their concerns regarding the website information and First American. The website to utilize had recently changed and there were several email notifications to advise of the change in February 2024. Regrettably, the customer did not see/view the emails.  While on the call, we provided the updated website information and the customer successfully logged into the website. Please note, ServiceMac's affiliated company, First American, experienced an incident. ServiceMac has not experienced an incident.  We will provide a response letter via email as closure for the customer.  In the interim time, if there are any additional questions- please contact your assigned Customer Advocacy Specialist at ******************************************************************.
  

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Mac was sent proof of homeowners insurance on 2 occassions, in addition to an estimate of cost by ***************** NOT A BILL. Service Mac sent payment on each occasion from my escrow account WITHOUT MY CONSENT AFTER I HAD PAID IN FULL. These payments sent on by Service Mac were NOT NEEDED NOR REQUESTED. I was left with sorting the mess AND A SIGNIFICANT INCREASE IN ESCROW PAYMENT FOR INSURANCE I HAVE ALREADY PAID FOR. I requested Service Mac release homeowners insurance from my escrow due to their unethical and reckless behavior and they denied my request. **************** Reps are unhelpful and ill-prepared to resolve these issues.

  

  Business Response

  Date: 03/14/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist  attempted an outreach call to the customer on March 12, 2024.  Regrettably, we were unable to connect and left a voice mail message.

  For additional clarity, the ******** renewal policy was received and paid as we did not receive information that you had canceled the policy.  Additionally, we received two policies indicating there were new policies with **************** and ******************** without an indication the policies were paid by you.  Therefore, since you have an escrow account, the insurance policies were paid.  As you would have received a refund directly from ******** Insurance, if you deposit to the refund to your escrow account, it would potentially bring the escrow balance to a positive amount and be re-reviewed from the escrow account removal.

  Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - we encourage you to contact your assigned Customer Advocacy Specialist (****************) at *************************************.

  Customer Answer

  Date: 03/25/2024

   
  I am rejecting this response because:
  
  

  *******************************;

  **********************************;

  ********,  ** 95966

  
  

  March 22, 2024

  
  

  RE: loan number 8010221170

  BBB complaint ID: ********

  Attn: ***************************

  
  

  Service Mac:

  
  

  To be clear, I returned each phone call from *************************** of ServiceMac on the following dates: March 12, 15, and 20, 2024. At each return call, I received a voicemail message. Each time I left a recorded message stating best time to successfully reach me. A return call at best times offered was not placed by ***************************. 

  
  

  In response to your written analysis of events regarding mismanagement of my escrow account resources. 

  
  

  The following issues were inadequately addressed:

  
  

  Is it ServiceMac policy to renew insurance policies without the express consent of the holder of said policy? A Declaration Page is not a request of payment. Yes, proof of insurance was sent to ServiceMac (in the form of a Declaration page) because the homeowners insurance policy was PAID IN FULL by myself. Policies paid in full by myself included both Bamboo & ************. A bill was NOT sent, nor was payment requested to ServiceMac. 

  
  

  In 2018 my community was devastated by the Camp fire. The town I work in, ********, ** was burned to the ground. As a result, as folks rebuild, homeowners insurance premiums have skyrocketed, as an event entirely outside homeowners control. As I have worked to secure new housing, and required insurances, it has been a true nightmare. ********** has shaped toward fewer choices, with through the roof premiums. My ***************** policies estimate increased by 300% without cause. I was in no way prepared or willing to make such an insane payment. I was NOT sent a bill (neither was ServiceMac), but an estimate of cost for 2024 by *****************. I began IMMEDIATELY seeking a lower insurance estimate. Due to circumstances in my community & state previously stated, it took what it took to secure reasonable homeowners liability & hazard insurance policies. Once I completed the hard work of that task, a Declaration was sent to ServiceMac- NOT A BILL.

  
  

  I have yet to be provided a clear pathway to deposit checks from Bamboo & ************ that have been issued in my name, NOT the name of ServiceMac. 

  ServiceMac has created unnecessary work & stress to my life as I struggle to stay housed & insured following a devastating fire to my community. 

  
  

  Again, no clear pathway for submission of refunds to restore my escrow account has been stated, and no accountability has been expressed for having issued payments that WERE NOT requested by myself or *****************, Bamboo or ************. ServiceMac acted without consultation in issuing payments. 

  
  

  Sincerely, 

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

  

  Business Response

  Date: 03/28/2024

  ServiceMac is in receipt of the most recent response from the customer.  ********************, we empathize with you regarding the fires that happened in and around the town where you live and work. We would like to address your response as follows:  1. ******** sent a renewal notice and as we did not have information about the policy cancelation, the renewal invoice was paid in December 2023. As you have an escrow account and the renewal notice was received, we would pay the invoice. 2. Since we received the cancelation notice for ******** insurance and received a "new business declaration" for ****************, we paid the invoice as it did not show the premium was paid.  3. Later on February 7, 2024, you contacted us to advise that you initiated two policies with ****** and had an application for the ******************** (CFP) Policy.  We provided instructions at that time, if you have received the refunds from Farmers and Bamboo, please deposit the refunds into the escrow account.  4. Then we received the CFP's "new business declaration" as the premium did not reflect as previously paid, therefore, it was disbursed from the escrow account. 5. We understand that we were unable to connect through outreach calls and callbacks,we provided the resolution response to you via email.  6. To resolve your most recent concern, you can pay the negative escrow balance through the website, through an agent at our customer service phone number, or you mail the payment.  Once we have received the payment of the negative escrow balance, we will request an immediate review for the non-escrowed status. We trust this provides the clarity needed for resolution of your concerns.  If you have any questions in the interim, please contact us at *************************************.  

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When calling the listed customer service contact number, I get ****************** a recorded greeting that seems to be for Service Mac and promptly thereafter get a series of recordings telling me I'm eligible for a program for emergency medical alert devices. There appears to be no way to exit these unrelated sales recordings and get to a Service Mac customer service rep. I have emailed ********************** requesting they remove this spam sales effort so I can reach them about my account.

  

  Business Response

  Date: 03/05/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the consumer on March 5, 2024, and left a voice mail message.  We also sent an email to schedule a preferable time to speak with the customer. We are unable to research the concerns related to the **************** phone number as the phone number attempted was not contained in the message.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist (****************) at **************************************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage loan was recently purchased by Servicemac. I have repeatedly attempted to log into the Servicemac website over the past several weeks and encountered multiple errors. Upon one login attempt, I was required to change my password and did so successfullyhowever, the next time I tried to log in, I received a message that the login information was invalid. I entered my SSN and email address to reset the password, and received an email from Servicemac with a new password. When I returned to the Servicemac login page (**********************************************************************************), I was not able to log in using the password they provided me (error message: "Error: Sorry, we don't recognize that login. Please review the information you provided.")I have repeated this process several times and received the same errors and incorrect information each time. The username I created my account with is carlynnehanson. I have used the "Forgot username" function on the login page, but received the error message "Invalid credentials. Please review the information you provided" when I enter my SSN and email address. The fact that these credentials are recognized when attempting to reset my password, but not when I try to find my username, makes clear that something is wrong with the Servicemac login system and/or records. Servicemac needs to reset my password, and recognize that password moving forward. I have not been able to access my mortgage information and other important documents for several weeks now. I don't accept this level of incompetence from a company that I did not choose to do business with.

  

  Business Response

  Date: 03/05/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the consumer on March 5, 2024, and received their voice mail.  We also sent an email requesting a preferable time to discuss website login concerns. We are hoping to speak with the customer to better diagnose the technical issues being experienced. Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist (**************) at **************************************

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 months ago I submitted a request to remove PMI to my mortgage servicer, Service Mac. I have called several times to request an update on progress to no avail, and I have not received any calls from my servicer.I am now at ****% equity and should no longer have to pay my PMI. I would like this removed immediately and to no longer be billed by my next payment date.Please confirm ASAP, loan number **********

  

  Business Response

  Date: 02/09/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the concerns. ServiceMac takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the consumer on November 9, ****, and received their voice mail, we left a message.  We also sent an email to acknowledge receipt of the complaint and to schedule a preferable to discuss when the completed Private Mortgage Insurance (PMI) form was returned to ServiceMac.  Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, we encourage the customer to contact their assigned Customer Advocacy Specialist via phone and/or email at **************************************

  Customer Answer

  Date: 02/10/2024

   
  I am rejecting this response because:
  

  I have been unable to reach anyone at service mac since returning calls, emails and this complaint. Please call return my call. thank you.

  
  

  

  Business Response

  Date: 02/14/2024

  As previously indicated, ServiceMac values the feedback from our customers.  For clarity, the initial outreach call was completed on February 9, ****, and we were unable to connect with the customer, so an email was sent to the customer to acknowledge receipt of the ******************** Complaint as well as schedule time to discuss their concerns. We were successfule with making contact with the customer on February 12, ****. During this conversation, it was determined there was a typographical in the email address when the *** Removal Form was returned by the customer, therefore, the form was not received ServiceMac.  However, we also acknowledge there was a miscommunication when a ******** Service agent confirmed receipt of the *** Removal Form, but it was actually when the *** removal form request was received via your request via our website - we apologize for the confusion that created. Also, on February 13, ****, we attempted to contact you to provide the resolution and at the same time, we provided our final response letter via email to you.  Should you have any questions in the interim time, we are here to assist - please contact your assigned ******** Advocacy Specialist at ******************************************************************.  

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Mac is my mortgage company and I called them to see if I have any options since i cant pay my mortgage for February due to the fact that i lost my job. And the agent I spoke with said that the mortgage is due on the 1st of the month and that is not paid by the 1st it goes into collections. That is not correct we legally have until the 15th of the month to pay the mortgage that is what we were told during the closing. So it can not go into collections until after the 16th of the month

  

  Business Response

  Date: 02/09/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************, we are here to assist our customers that are experiencing a financial hardship due to the loss of employment or for any other reason, our Collections Team is specifically trained to  provide information on the available options when you experience a financial hardship. Prior the filing of the BBB Complaint, our Customer Advocacy Specialist spoke with the consumer on November 8, 2023, regarding the payment due date and the late-charge grace ****** and we would like to schedule time to discuss your options - we can coordinate a specific date and time to speak with a Specialist to review your options.  Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, we encourage you to please contact your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 02/09/2024

   
  I am rejecting this response because:
  Because service mac is not understanding our complaint we put in the complaint because weve had two agents from service mac tell us that the mortgage is due on the first of every month and if the mortgage is not paid by the first that it goes into collections, but we have spoken with our *********** Attorney and our *********** Attorney has informed us That it cannot go into collections until after the 15 day grace ****** so it cannot go into collections until the 16th of every month because you are legally required of 15 day grace ******

  

  Business Response

  Date: 02/15/2024

  We have reviewed your calls and the information provided to you was accurate. As previously outlined, our Collections Team is specifically trained to provide information on the available options whenever a customer experiences a financial hardship, even if they are contractually current at the time that hardship occurs. For further clarity, according to the Note, the payment is due on the first (1st) day of each month and you have 15 calendar days from that date to make the payment before a late charge is assessed. This period of time is commonly referred to as the grace ******* For credit reporting purposes, a payment is not reported late until it is 30 days or more days past due. Again, we are here to assist our customers that have experienced a financial hardship and we want to help you explore all available options. We strongly encourage you to contact us to discuss further. 

• Initial Complaint

  Date:02/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mortgage company is over charging my property taxes. My yearly property taxes are $7300 not $15,264.94. They have inaccurately charged my escrow account and raised my monthly mortgage from $2099 to $3481 to $4650 without any proper notice. When I logged in to pay my mortgage the new amount due was more than doubled. I am asking for an immediate adjustment and to waive 3 late fees each of ****** total of $314.88.

  

  Business Response

  Date: 02/07/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the consumer on February *****, to discuss their concerns in more detail. Please allow for the time to fully research and address the concerns.  Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:02/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am disputing the *** removal effective date and payment issue related to my mortgage account with **********************. Firstly, I submitted a request for *** removal on 02/01/2023 and despite multiple attempts, the effective date has not been honored. During a recent call, for my second issue, I discovered that I am still being charged for ***, contrary to my request a year ago. Secondly, on 1/9/2024, I encountered an issue while making my monthly mortgage payment through the app. I was kicked out mid-payment and ended up being billed twice. Despite attempting to stop the second payment it resulted in a negative bank account balance. ********************** informed me that the payment had already gone through and could not be reversed nor refunded and my next monthly mortgage payment is due until 3/1/2024. Please assist and seek a resolution for the *** removal discrepancy. While I understand it may be too late to rectify the concerning double payment issue, I request this be documented for your records. Thank you for your assistance,*********************** Loan#**********

  

  Business Response

  Date: 02/05/2024

  ServiceMac,LLC(ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the consumer on February 5, ****, and left a voice mail message for a return call.  We also sent an email to the customer to acknowledge receipt of the concerns and schedule a preferable to discuss their concerns. Please allow for the time to fully research and address the concerns.  Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist (******) **************************************

• Initial Complaint

  Date:12/28/2023

  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.

  Service Mac portal has been down for days, and I have no way of paying my mortgage for the upcoming month. I do not trust over the phone payments. I am unable to reset my password and the site does not recognize my SSN as valid or my username for the site. Service Mac also experienced a data breach and did not notify me that it occurred. I would like to be able to login to my account and pay my bill like I was able to do last month.

  

  Business Response

  Date: 01/02/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the customer on December 29, 2023, and left a message.  We also confirmed the customer was able to access the website on that same day as well. We will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:12/27/2023

  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.

  Servicemac LLC's system has been down for 10+ business days and they do not and will not provide a date when the problem will be resolved. Because of this I do not have access to my loan information and loan documents online, nor can they generate physical documents to send to me. An undetermined date of repair is unacceptable, furthermore it is unfair to the consumer that we do not have access to our very important documents because of a system error.

  

  Business Response

  Date: 12/28/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the customer on December 28, 2023, and left a message for a return call.  The ServiceMac website did experience intermittent outages, however, it was not for 10 business days and our website is available to access your loan documents. One December 27, 2023, we did email you a copy of your most recent billing statement as you have elected to receive paper statements, so each monthly billing statement is mailed via the ************* ************** to you. Please allow for the time to fully research and address the concerns and once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************