Complaints
Customer Complaints Summary
- 95 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/22/2022
Type: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 won't release my funds for repair my house, even though I have provided all the necessary paper work has been requested. **************** representative are awful. Very frustrating
Business Response
Date: 09/24/2022
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 customer on September 24, 2022 to discuss the concerns in more detail. Once the full research is completed - we will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist, **************, at **************************************Customer Answer
Date: 09/27/2022
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.
Sincerely,
***************Customer Answer
Date: 10/05/2022
Complaint: 18057050
I am rejecting this response because:From Sept the service mac took over my loan, and money i received from insurance for my house repair, i they would not release my funds for repair.Desired Outcome:
Release my funds
Sincerely,
***************Business Response
Date: 10/11/2022
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. Previously the customer had accepted the response from our initial response. Subsequently, the customer has additional concerns. Once we have fully researched the new concerns, we will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (****************) at **************************************Customer Answer
Date: 10/12/2022
Complaint: 18057050
I am rejecting this response because: it has been more than 42 days since servicemac took over, they still did not send me money i supposed to receive.1st it took them 3 weeks to upload basic pdf file ***m adjuster report, then another 2 weeks to make photo inspection , where they made mistake as well, where rep. *** service mac admits it was mistake in their behalf , and i have requested all the phone conversation recordings , has not receive yet.
Sincerely,
***************Business Response
Date: 10/13/2022
As previously communication, ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** is actively working with the customer to resolve their concerns about the inspection results, At the customer's request, we have requested physical inspection. Once we have fully researched and received the physicals inspection results, we will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (****************) at **************************************Customer Answer
Date: 10/14/2022
Complaint: 18057050
I am rejecting this response because: I called in yesterday, and was told i rejected inspection which was requested 4th of Oct which i knew nothing about to even reject, she said probably inspection company made mistake and will request another "Photo Inspection" not on site , and i should receive link in 2 hours and gave me number to call if they wont send on time ************ , i called they said they dont do inspection it is application maintenance company and it is wrong number, Here on response to BBB they claim have scheduled on site inspection , they either dont communicate or simply lying . I checked my online profile as welll which shows inspection canceled
Sincerely,
***************Business Response
Date: 10/17/2022
ServiceMac, LLC (ServiceMac) has received the consumer's complaint. Please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and we have been working with the customer to have in-person inspection. We work to make the inspection process convenient for the customer by allowing the customer to take their own pictures and upload via a specific portal; however, the customer has rejected this option. Once the inspection results are available, we will also provide a written resolution letter, via regular mail, 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:09/12/2022
Type: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.
I was approved for mortgage/utility assistance in May 2021 through ******* HAF. While all of my utilities have been covered, I am left dangling in the balance four months later because ServiceMac LLC would not respond to a record request. The record request was finally replied to on 9/1/22 per ServiceMac. After contacting AZ HAF for a week, they have not received the VRecord. I tried calling ServiceMac to have them resend it but have been told the correspondence is done through a secured portal and customer service representatives have no way of contacting or relating messages to that department. This process needs to be more streamlined especially since State Funding is limited. Im in disbelief that after four months of patiently waiting I cant even ask someone to click a button and resend the record.Business Response
Date: 09/16/2022
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 September 14 and September 15, 2022. However, we were unable to leave a message, as the system message indicated the voicemail was full. Once the research is completed, we will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist, ****************, at *************************************Customer Answer
Date: 09/19/2022
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.
Sincerely,
*********************Initial Complaint
Date:09/06/2022
Type: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.
In November of 2021, I inadvertently paid my property taxes instead of my supplemental tax bill. I immediately called ServiceMac to get help. I was told that I couldn't just get my money back from my escrow account but instead had to go through an escrow analysis. I was told that analysis would automatically happen in December of 2021 at the year-end, so I should hear from the company in January once that had happened. That didn't happen. I called again in January 2022 and was told that I could request one, so I did. Nothing came out of that. Called back in March and asked again for an escrow analysis and waited and heard nothing. Called back again in April and was told that one did in fact happen and that I was owed $2900+ and that a check was being sent to me. Waited until *** and didn't get one and called back. In *** I asked to have the previous check canceled and to send me a new one. I was told by a customer service rep that a new one would be sent out. Waited another month and didn't receive a check. I called back in June and repeated that process. Asked to have the check canceled and another sent out. Waited another month and didn't receive one. Called back in July and repeated that same process. I still didn't receive one. Called back in August and went through the process again. This time I was told that they don't know what is happening, but they would instead take a routing number and checking account number from me and automatically deposit the money into my account. This felt promising to me. So I gave the customer service rep my information and expected to receive my money almost immediately. Fast forward three weeks later to yesterday (9/2/22) when I called again because I still hadn't received my money and I am told by the customer service rep that the check from *** was cashed and I was "out of luck". The check that should have been canceled was cashed and now I don't get my money.Business Response
Date: 09/07/2022
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 September 6, 2022 to discuss the concerns in more detail. Since we were unable to reach the customer, we also sent an email to advise of their assigned Customer Advocacy Specialist and we are actively researching. Once the research is completed, we will also provide a written resolution letter, via regular mail, 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:09/06/2022
Type: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 disregarded my mortgage documents, a legal contract, and started withdrawing escrow funds. They refused to stop and refund my money. They don't get notifications about my real estate taxes so they have no idea when or how much to pay. This is literally the definition of theft.Business Response
Date: 09/13/2022
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 will contact the customer within one business day. Once the research is completed, we will also provide a written resolution letter, via regular mail, 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:08/30/2022
Type: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.
I sold my home in ************ in early March of 2022. I was supposed to receive a check from servicemac regarding a refund for the loan that was paid off with the sale of the home; however, this check has yet to arrive. I've called at least a dozen times with several notes listed from all the agents I've spoken to. First, they had my new address wrong and sent the check to a city called ******** (in which I never lived in). Then they updated the address to my new address in **************; however, they sent me a check for $6. They have on file that they need to payout more than $2000 and no one can explain why I have a $6 check. Their agents claim its on the way each time I call and as you can see, it's been since the end of March (when the sale of the home finalized). I have all necessary paperwork if needed but I believe I keep getting the loop around and they are keeping what's mine.Business Response
Date: 09/01/2022
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 **************** spoke with the customer on August 31, 2022 and provided confirmation the check was previously cashed. Additionally, our Customer Advocacy Specialist also sent an email to the customer providing clarification of the cashed check and to please contact their assigned specialist at their earliest convenience. We will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist, ************, at ***************************************Customer Answer
Date: 09/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response has escalated the issue and movements are finally being made. For that, thank you; however, I have not cashed the check mentioned by the business. They claim it was sent to my previous address in Apple Valley. I have informed them of that and they are investigating the issue. I will get a response by Tuesday the 6th of September.
Sincerely,
*******************Initial Complaint
Date:08/25/2022
Type: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 opened a mortgage with ServiceMac in May of 2021. I was informed that I would pay private mortgage insurance (***) until my loan balance was below 80% of the value of my home. On 7/15/2021, I made a lump sum payment of $2,260 to bring my loan balance below the threshold and instructed them to remove the **** On April 4, 2022, I sent an email asking why the *** had not been removed, and was told to wait 60 days. On June 10, 2022, I sent a second email requesting that *** be removed.Since my loan surpassed the 80% LTV threshold, I have been charged twelve mortgage payments that have incorrectly included a $45.18 *** payment, for a total overcharge of $542.16. I spoke to a ServiceMac representative in July and was informed that the *** would be removed, but that they could not refund any payments. They sent me a check to refund a single payment of $45.18. I reviewed my statement from earlier this month, and found that my monthly payment still has not been adjusted. I would like a full refund of the overcharge amount of $542.16, less the refund check I received, for a total of $496.98. I would also like for them to actually adjust my monthly payment so that I am no longer charged for private mortgage insurance.Business Response
Date: 08/26/2022
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 the customer on August 25, 2022 to discuss the concerns in more detail, but needed to leave a voice mail message. We also sent an email to request a preferable time to speak with the customer. Once the research is completed - we will also provide a written resolution letter, via regular mail, 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:08/05/2022
Type: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.
My mortgage was sold from **** to Homepoint-ServiceMac. **** said the sale happened on July 1 and ServiceMac said it happened on June 9. The updated payment info, due amounts, and balances didn't transfer to SerivceMac because they set up the account too early. They continue to try and collect a payment I'd made to **** and don't update the amounts. I submitted correction requests and the **** data by mail, email, and phone. The issue remains unresolved. There is no record of the payment I made to **** on the ServiceMac side. My credit dropped 100 points because it looks like I have 2 loans. When I look for updates, I get transfer to collections. I never paid a **** late in my life. This is crazy. If the two companies could talk and deconflict their dates and numbers, this nightmare would end. I sit powerless int he middle, watching my credit drop. Help!Business Response
Date: 08/10/2022
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 will contact the customer to discuss in more detail within one business day. Once the research has been completed, we will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist, ***********************, at **************************************Customer Answer
Date: 08/12/2022
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.
Sincerely,
*************************
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