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: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.

  My mortgage was transferred to ServiceMac and I have yet to be able to reach a working phone number or website.

  

  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 at the phone number provided to the BBB and the call was disconnected after we attempted to introduce ourselves. Please note the website: www.myservicemac.com is working and you log into the website an create your credentials.  We are uncertain of the comments regarding the dispute of $12,000.00 and would like with the customer to obtain more information.  Additionally, we also show emails were delivered to the email address, provided within to the BBB, as notification of the monthly billing statement delivery.

  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:12/18/2023

  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.

  My mortgage was transferred from Guaranteed Rate to you. I mailed my payment for ******* with check number 759 dated 12/3/23 in the amount of $4,133.97. I included my statement that I received from Guaranteed Rate which confirmed the amount due was $4,133.97. In addition to that amount written numerically, it was also written in the body of the check as four thousand and one hundred and thirty-three and 97/100.Someone at your company changed the numeric 4 to a nine, and proceeded to cash the check for ********, which was withdrawn from my account. This is illegal, outrageous, irresponsible and ethically reprehensible. This is my first encounter with your company and it is clear you have no ethics, morals, or business practices that would prevent this blatant fraud and theft. Why would anyone be instructed to change the number on a check? And if so, why wouldn't they double check what was in the written out portion of the check to confirm that the change they were making was accurate? Or check the invoice that accompanied the check to see what the correct amount should be before taking it upon themselves to alter a check written by a customer?The person responsible for this, and their manager, and that person's manger, need to be severely reprimanded for this up to an including termination. I will need to see evidence of the discipline. I also need to be compensated for this egregious error. I am extremely disappointed my mortgage has been transferred to your company.

  

  Business Response

  Date: 12/19/2023

  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 spoke with the consumer on December 19, 2023, to discuss their concerns in more detail. Please allow for the time to fully research the check copy 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:12/07/2023

  Type:Order 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.

  This mortgage company pays my house insurance. I have contact this business tiredly to tell them that because they did not pay my taxes completely, the ***** township will put my home for sale next week. The original amount own was $478.05, but because they have not paid the amount due is $511.64. This mortgage company must pay and the interest $33.59 is on them not me.

  

  Business Response

  Date: 12/07/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received their concerns. ServiceMac takes the comments very seriously and our Customer Advocacy Specialist spoke with the consumer on December 7, 2023, to discuss their concerns in more detail. It is important to clarify the water/sewer bills are a non-escrowed item and are the responsibility of the homeowner to pay directly. Please allow for the time to fully research the payment of the delinquent water/sewer bill. 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 **************************************

  Customer Answer

  Date: 12/07/2023

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

• Initial Complaint

  Date:11/03/2023

  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.

  I was notified by both ServiceMac and Valon that as of October 1, 2023 my mortgage would be moved over to Valon and any payments prior to 10/1 should be made to ServiceMac and they would be turned over to Valon. On September 29, 2023 I made my payment to ServiceMac and have been in touch with both ServiceMac and Valon because my payment has yet to be removed from my checking account. I have received notices from Valon that my October payment has not been received. I have sent several requests to both ServiceMac and Valon and still havent received any responses as to why the funds have not been accounted for. I did manage to get my overpaid escrow check in the mail this week from Valon. My bank has told me that it will cost me $30.00 to stop payment but I dont feel this is my fault and I shouldnt have to pay because neither one knows what they are doing. ***** says I have a 2 month grace ****** before I get penalized and as of January 1 my payment is going up. I have never had this type of issue when my mortgage has been bought out by another company and nobody wants to solve the issue.

  

  Business Response

  Date: 11/07/2023

  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 spoke with the consumer on November 6, 2023, 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:10/31/2023

  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.

  Mortgage company added very expensive PMI insurance to my mortgage after failing to recieve proof of private homeowners insurance. This happened after an internal transfer from homepoint. After a year, my escrow account was very negative because of the increased PMI rate. It later came to light that my insurance company (homesite) had and active policy since I bought the house in December of 2021. It was being paid through the escrow account the entire time. I called service mac and told them that since I feel this was their blunder, that I would like them to refund the entire amount I had paid towards the lender placed PMI. They issued three refunds, but it did not cover the entire amount. When I called to ask why, I was told it was because they could not verify proof of coverage for December 2021 to July of 2022. I then called homesite and had them fax over the proof of insurance for that time period. Service mac then told me everything would be fine. A week goes by and nothing happens. I call servicemac again and ask for an update. I am told that they never recieved any proof of insurance for dec 2021 to july 2022. I then call homesite again and they said that they faxed it over a week ago. I ask them to fax it again and they do. I then call service mac again and am told that they cannot refund that time period because they were not the servicer at that time. To my understanding every mortgage servicer transfer has been internal, and I have been told by two previous employees that they can in fact refund this amount. I then name drop the name of the original customer service representative and request she call me back. It's now been two days and I have not recieved a call. Very upset that they made a mistake and I am getting the runaround trying to get it resolved. Meanwhile I am unable to afford my last two mortgage payments because of this.

  

  Business Response

  Date: 11/01/2023

  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 spoke with the consumer on November 1, 2023, 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:10/30/2023

  Type:Service or Repair 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.

  ServiceMac required that we increase our *************** coverage from $144,000 to $156,000 to maintain coverage or they would purchase a new premium in our name for the difference. We increased the coverage as requested. I sent proof via email to *************************************** I uploaded proof to IHaveInsurance.com,****************** submitted proof,AND I called the customer service number for ********************** to confirm everything was received and processed multiple times since I never received confirmation and continuously got letters in the mail that my coverage was inadequate. As recently as 10/20 I had called again and was told on a recorded line that everything was processed on 10/05/2023 but that letters were sent out in advance before that date and I could disregard the mail that stated my coverage had not been corrected.However, I received a letter in the mail yesterday, 10/28/2023 stating that a new premium was purchased in my name because I failed to update coverage as requested. This is extremely negligent practice on behalf of servicemac.

  

  Business Response

  Date: 11/01/2023

  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 consumer on October 31, 2023, and they were unsuccessful as the voice mail box was full.  We be attempting to outreach one additional time and will also send an email to acknowledge receipt and for a preferable time to discuss.  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 **************************************

  Customer Answer

  Date: 11/01/2023

   
  Better Business Bureau:
  
  An agent of ServiceMac has reached out and confirmed that my documentation has been processed, my coverage is now adequate, and that they will not be opening any new policies for coverage. I believe this matter should now be resolved.
  
  Thank you. 
  

• Initial Complaint

  Date:10/04/2023

  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.

  ServiceMac forgot to pay our Property Taxes with County of San Diego, which resulted in them becoming delinquent. I had to make them aware the taxes had not been paid, by the time they sent a check interest and penalties had been accumulated. The wrong amount was sent and returned by the county. I made several phone calls to try to resolve this with ServiceMac and decided to pay the taxes myself electronically in order to avoid delays and any further delinquencies. This took place end of July. I asked them not to send the taxes to county since I had already paid them and they told me it was sent in a bulk check which was later revealed not to be true.I have not been able to recover $6615 in taxes that were in our escrow account, that we had to pay out of pocket. I have called several times in Aug, Sept and now into October and always receive a different story from everyone I speak to. We closed the escrow account and want our $6615 to be returned immediately and can't seem to get anyone to give us a definitive answer of when and how we are going to receive these funds.

  

  Business Response

  Date: 10/05/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's ******************************* takes the comments very seriously and our Customer Advocacy Specialist left a voicemail message customer on October 4, 2023, and also sent an email to acknowledge receipt of the complaint.  Once the research is completed, we will provide a written resolution letter, via email,to ensure closure for the customer. If there are questions in the interim time,the consumer may contact their assigned Customer Advocacy Specialist ******* at **************************************

• Initial Complaint

  Date:08/30/2023

  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.

  This complaint actually applies to ServiceMac, Homebridge, and CMG. In 2021 we re-fi'd our home w/ Homebridge and set up AutoPay to them thru our USBank. Payments were received until mid 2023 when ServiceMac informed us we were in pre-foreclosure because they had not received two mortgage payments. In April 2023 Homebridge was bought by CMG and somewhere my mortgage payments, issued by my bank, were lost. Cys' of the front and back of those bank issued checks showed they had been received by two diff banks: WF and JPMC. My bank has initiated an inquiry into the issue of where the checks are. In the meantime I keep getting pre-foreclosure notices from ServiceMac. USBank Case#********* and Case #*********: both pending resolution.

  

  Business Response

  Date: 09/01/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's ******************************* takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on August 30, 2023, to discuss the concerns in more detail.  Once the research is completed, we will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (******************) at **************************************

• Initial Complaint

  Date:07/17/2023

  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.

  ServiceMac has added charges to my account claiming I havent paid my property tax for the year. I received one letter in April asking for proof of payment, which I provided and heard nothing back from. However, they added the charge to my loan stating I hadnt paid. I called them (2nd contact) and they were very unhelpful. I also found out they have the wrong parcel number associated with the account. I provided them with multiple copies showing proof of payment and correct parcel number. Now Im on the 3rd contact which is an email chain that they are not responding to, other than saying were reviewing the account. This is unacceptable- I have provided all the proof they need and there is no resolution. I have $1300 of fees associated to this on my account. I also have done some research and it appears the parcel number they have associated to my account belongs to someone who has been incarcerated at one point. This is completely unacceptable to leave their number associated to my loan. I need this fixed!!!! This is the FOURTH time Ive reached out to them. Ive (yet again) attached all the proof they need showing payment. Im very concerned that this will affect my credit and history of 100% of on time payments.

  

  Business Response

  Date: 07/17/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's ******************************* takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the customer.  We were unable to connect with the customer and left a message on July 17, 2023. We will also provide a written resolution letter, via e-mail,to ensure closure for the customer once all research has been completed. If there are questions in the interim time,the customer may contact their assigned Customer Advocacy Specialist (************) at **************************************

• Initial Complaint

  Date:05/30/2023

  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.

  Insurance departament has been for almost two months doing a determination for a flood zone in my house even do when I already sent all the proper documentation.when service Mac bought my mortgage they should request any determination about flood zone since I did one with the previous mortgage company and property its not located in a flood zone its been 3 time they telling me a date to be resolve and no body give the right info even though I request a supervisor they refuse to get him on the phone i they just put a leader to repeat information from the computer .if I dont get an answer in lees than a week legal action in place

  

  Business Response

  Date: 06/01/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's ******************************* takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on May 31, 2023, to discuss the concerns in more detail.  Once the research is completed, we will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (*****) at **************************************