Complaints
Customer Complaints Summary
- 95 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
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:12/29/2022
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 received an insurance claim payout from my insurance company in August of 2022 after almost a year long claim and my lender has been holding the last check of access funds of $26,500 for months after I have provided all the pictures of the home verifying the home has been repaired. The loss-draft department has confirmed I have done and uploaded everything needed as proof the house was fully repaired as of November, yet they state they cannot find the money and cannot verify where the $26,500 is and keep delaying sending me the final check owed to me from insurance. I have verified with the insurance company that the final check of $26,500 was cashed by Service Mac, so i have proof that Service Mac has been holding these funds for months illegally according to ******* statute ********. They have been very difficult to deal with and continue to give me the run around while i continue to experience a financial hardship over the length of this process (over a year). I do not see how a mortgage company can either be more disorganized to not know where this money is, or as shady as they have been to withhold from their mortgagee. I would like to fully pursue them for not only the $26,500 check that is owed to me, but for damages or other distresses associated with this epic failure of ethical practices.
Business Response
Date: 01/03/2023
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 left a message on December 30, 2022 to discuss the concerns in more detail. ServiceMac is actively researching and will need additional time to provide full resolution to the final release of funds from the insurance claim funds. Once the research has been completed, we will also provide a written resolution letter, via regular mail, to ensure closure. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (****************) at *************************************.Initial Complaint
Date:12/12/2022
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 received a shortage notice in the mail and paid the amount in full. I then received an updated statement that doesn't reflect that I paid the shortage and that my payment will increase as though I didn't pay it. I called them to point out the error they made and they said that I still had a remaining shortage. They confirmed they could see that I paid a shortage amount but it didn't match the amount they had and therefore I still had a shortage balance. However, the amount they said I still owe for the shortage doesn't match the amount in the notice I received. I disputed this discrepancy with them and they said they'd have to put my account through escrow analysis to get it updated but couldn't tell me over the phone that I'd have anything new from them in writing before my next payment is due. How is this not fraud?Business Response
Date: 12/16/2022
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 spoke with the customer on December 13, 2022 to discuss the concerns in more detail. We will also provide a written resolution letter 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: 12/16/2022
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:12/02/2022
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.
Every week Iam called by ServiceMac and told I have not made a payment. For the month of October 2022 and November 2022 I called ServiceMac to make my December 2022 and I was told that have not made payments for the last to months but have the emails and the debts from my bank account that I paid. I really tired of this and is cause so much stress and interrupting my home and work life with unnecessary stress.Business Response
Date: 12/05/2022
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 December 5, 2022 to discuss the concerns in more detail, please contact us at your earliest convenience. Once we have completed the research, we will also provide a written resolution letter 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:11/29/2022
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.
08/2022 Service Mac loss draft ***** is holding $******.**of funds paid by ****************** They will not release funds so we pay our contractors for work that has been completed. Always requesting info they already have. I would not recommend anyone doing business with themBusiness Response
Date: 12/01/2022
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 Customer Advocacy Specialist spoke with the customer on November 30, 2022 to discuss the concerns in more detail. We will also provide a written resolution letter, via regular mail, to ensure closure for the customer once the research has been completed. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at **************************************Customer Answer
Date: 12/02/2022
I am rejecting this response because:ServiceMac loss draft ***** is holding $***,***.** and refusing to release funds so we can pay contractors. The home is 90% complete and were having to pay contractors out of pocket, that is a hardship on us to do that. I call serviceMac everyday and get the runaround each time. This will be the second complaint I have filed. Service Mac contacted me about the claim and was going to follow up with me and have not done so. Please help me resolve. Thanks! *********************** Ph.# ************ Email *******************
Business Response
Date: 12/05/2022
ServiceMac has been diligently working through the request and have been contact with the submitter of the complaint. In response to the rejection, we placed an additional outbound call to the submitter to also advise of the status on December 2, 2022. Once all research has been completed, we will provide a response in-writing to the submitter. In the interim time, if there are questions about the status, please direct your inquiry to the assigned Customer Advocacy Specialist (*************** at *************************************.Initial Complaint
Date:11/01/2022
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 have a monthly mortgage that is paid through ServiceMac. I recently updated my payment methods by adding a new checking account and making that new account my primary payment method (weeks before this last billing date). ServiceMac decided to still charge my old checking account which did not have sufficient funds at this point. My bank charged my $30.00 as a "Withdrawal Courtesy Pay Fee". ServiceMac is responsible for charging the wrong account. They should ensure that the billing system charges the correct account from now on, and they should reimburse the $30.00 fee that they caused.Business Response
Date: 11/03/2022
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 November 3, 2022 to discuss the concerns in more detail. 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: 11/07/2022
I am rejecting this response because:This written response is insufficient. It does not satisfy my claim. I would be willing to wait longer for a full response, but I need to reply to the response within 5 days or my claim is marked as satisfied.
Business Response
Date: 11/08/2022
As previously communicated in ServiceMac's prior response, we have spoken with the customer and are actively researching their concerns. Once the research is completed, we will provide a provide a resolution letter to the customer to ensure closure to their concerns. In the interim, the customer may contact their assigned Customer Advocacy Specialist at ******************************************************************.
Initial Complaint
Date:10/31/2022
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 purchased my house in Dec of 2020 houses have been going up and I have done many upgrades to my house. I currently work for a bank and also do many mortgage inquiries so I am very familiar with what needed to remove PMI. I called and asked to request an appraisal and I was told that I can hire anyone I wanted I went ahead & hired the company that originally did my appraisal when I purchased my home. I filled out the paper &sent my appraisal and i was told that they couldnt take it because I had to hire a partner that works with Service Mac then I sent them proof and there was a recorded call that she gave me the wrong information its been 4 months and my PMI is still not removed now they are asking for proof of upgrades when their is an appraisal that states that my house its appraising for over 245k which is more than 40%. They keep giving me the run around and no one ever reaches out.Business Response
Date: 11/01/2022
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 Customer Advocacy Specialist attempted to contact the customer on November 1, 2022, however, the voicemail was full. We also sent an email to the customer to schedule a preferable time to discuss their concerns. Once the research is complete - 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:10/31/2022
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.
ServiceMac purchased my mortgage from HomePoint in July 2022. In August 2022 I received a letter stating that my home insurance was not paid. ServiceMac did not research why the original payment was not made to my insurance and instead issued another check to the insurance company. I am now short in escrow as the escrow pulled out both insurance payments. I have been in contact with multiple departments in Insurance, customer service as well as escrow. I am getting different answers each time I call and do not receive call backs when told I would. I have had to step in and call HomePoint as well as Liberty Mutual myself to try to resolve. It is impossible to get in touch with management as they seem to be perpetually on calls and do not call back. This double payment has caused me to pay extra money in my mortgage which I should not be paying.Business Response
Date: 10/31/2022
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 October 31, 2022 to discuss the concerns in more detail. 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: 11/02/2022
Complaint: 18328172
I am rejecting this response because:
As of November 2 ******************************* the works. Not resolved yet.
Sincerely,
***********************Business Response
Date: 11/02/2022
As ServiceMac, LLC (ServiceMac) previously communicated in our prior response. Once all research is completed, a resolution letter will be provided to the customer for closure of their concerns. In the interim time, if there are questions, the customer may communicate directly with their assigned Customer Advocacy Specialist (*************** via email at **************************************Initial Complaint
Date:10/27/2022
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.
We were switched to Service Mac for our VA mortgage loan in April 2022. It has been nothing but issues ever since. Our mortgage payment for October suddenly increased an extra $157. We had no letter or any documentation sent to us about the increase. We called in many times to find answers. We were hung up on many times and told so many different reasons and some representatives telling us that there were no answers. We called our tax offices, our insurance and we had already paid out our escrows and there had been no changes. We spoke to a manager who told us they were going to call us back and get answers within the week and still have none. We tried calling back again, sadly, they also hung up on us. As a military family, we are disgusted with the way we've been treated and how this has all been dealt with. We are looking into a lawyer possibly because there is no reason to be paying an extra $1884 a year for what? No idea. It seems very scammy, especially for no one having any answers to any of our questions. Nor having any proof of any increases. An escrow analysis should not *********** weeks and it shouldn't take a mortgage company a month to 2 months to even call us back. It's ridiculous!Business Response
Date: 10/28/2022
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 did attempt to contact the customer and were unsuccessful. We also sent an email to the customer to request a preferable time to discuss their concerns. Once we complete our research - 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:10/26/2022
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 contacted Service Mac LLC and provided them with Information about a TAX Refund that Pasco County (*******) Tax Collector sent to Service Mac for an EXEMPTION for 2021 Taxes. I was told by the customer service person that I spoke with to send emails to **************************************** She also Said that Pasco County should have sent the payment to me. I explained to them they send the refund to the mortgage company that made the payment. I sent the email as requested and included the DOCUMENT that the Pasco County Tax collector sent showing that the refund was issued to Service Mac LLC. I am Requesting that SERVICE MAC LLC, refund the $2997.81 refund that was issued to Service Mac for an overpayment made from my escrow by them for Property Taxes in 2021. I have Requested in additional emails to get a Response if they even received my email and have got nothing in return.Business Response
Date: 10/26/2022
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 spoke with the customer on October 26, 2022 to discuss the concerns in more detail. Once we have completed the research - 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 **************************************
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