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Average of 82 Customer Reviews
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Review fromWilliam S
Date: 06/19/2025
1 starThis company says they have taken over my mortgage. They can not provide me with any verifiable information. I have called multiple times and no one can help me. At this point I suspect this is a scam.Review fromMikal D
Date: 06/13/2025
1 starMy mortgage got transferred here. My first payment was already mailed to original company. The original company wired it to this investor, service MAC still hasnt credited my account with the payment. They say they dont have the payment. Communication is terrible. They are not fixing the problem only calling and calling and calling but not noting anything we speak about so call me again to repeat, repeat, repeat! Find the dang payment and credit the account! Not to mention laws that state Im protected when companies change loans! This is the worst company I have ever dealt with. How do I change my mortgage somewhere else!?!?
ServiceMac, LLC
Date: 06/20/2025
ServiceMac, LLC (ServiceMac) values our customers and their feedback. On May 21, 2025, we mailed you a Servicing Transfer Notice informing you that the servicing of your mortgage would transfer to ServiceMac effective June 1, 2025. We understand you made your payment to your previous mortgage servicer and that payment needed to be forwarded to us in order to be credited to your account. On June 13, 2025, we received the wire transfer from your prior servicer. The payment was posted to your account on June 16, 2025, with an effective date of June 6, 2025the date your previous servicer received the payment. Please note that during a mortgage servicing transfer, there is a 60-day ***** period during which no late fees are assessed and no negative credit reporting occurs due to the transition. We understand your desire for immediate confirmation regarding the status of your payment. At the time of your calls, that information was not yet available. However, our records indicate that our team noted your inquiry and confirmed the payment was in the process of being forwarded. We value your business and look forward to continuing to service your mortgage. If you have any further questions, please contact our Customer Advocacy Team at **************************************Review fromEric H
Date: 06/04/2025
1 starI called ServiceMac on 5/17 to make a payment via my lenders requirement for Rate Lock Expiration. I made it very clear what this was for and stated it at least 5 times to avoid any confusion. The **************** *** still didnt understand and applied the payment to the wrong place. After speaking with my lender ****************** we both called ServiceMac and we explained that the payment needed to be refunded to me so that I can have it re-applied to the correct place. This customer service *** missed a digit in my account number as a result my bank rejected the transaction. On 6/3 I again called ServiceMac to alert them that the account number was incorrect and to make the correction to process AGAIN. At the same time I requested escalation for a manager to call. On 6/4 I called back to get an update to find out from the customer service *** that the wrong task /request was submitted and the request was closed. Again requesting the correct account information. Since I have NOT received a call from the manager I ask for one ONCE AGAIN. After waiting for 8 mins none made themselves available.ServiceMac, LLC
Date: 06/09/2025
ServiceMac, LLC (ServiceMac) values the feedback from our customers and takes all concerns seriously. We assigned a Customer Advocacy Specialist, and they spoke with you on June 9, 2025, and confirmed you had received the refund of the payment. Upon reviewing the May 16, 2025, call for the payment amount, we understand and acknowledge there may have been confusion for the intended purpose of the payment. Our agent took the phone payment based on the last draw amount issued for the construction loan.. However, your purpose of the payment was not intended to repay the last draw amount. Once you posted the BBB Review, the manager call back was not completed due to the timing of the review submittal, we regret any confusion that may have resulted from this action. Should you need anything additional, please contact your Customer Advocacy Specialist via their direct contact number or email us at **************************************Review fromSUZANNE F
Date: 06/03/2025
1 starI received a letter informing me I needed to update my insurance information. It had my loan number and a website to upload information. However, the website required an access code, which was not listed in the letter. It had the phone number 8**-///-**** to call if I had any questions. When I called, it only repeated the information that I needed to update my insurance. There was NO OPTION to speak to a person, and there was no way to get further information. Crappy, crappy, crappy, crappy, crappy, crappy, crappy, crappy, crappy, crappy, crappy, crappy. crappy, poor service, poor service, poor service, poor service, rip-off, rip-off, rip-off, rip-off, BAD, BAD, BAD, BAD, BADServiceMac, LLC
Date: 06/13/2025
Thank you for sharing your feedback with ServiceMac, LLC. We truly value your input and are committed to addressing any concerns you may have. We attempted to reach you by phone on June 4 and June 5, 2025, and left voicemail messages on both occasions requesting a return call. Additionally, we sent you an email on June 6, 2025, seeking clarification regarding your feedback. Specifically, we wanted to better understand your concern, as uploading insurance information does not require a PIN. We hoped to speak with you directly to ensure we fully address your experience. Should you have any future questions, please email your assigned Customer Advocacy Specialist at **************************************Review fromJacob F
Date: 05/22/2025
1 starServer is constantly down. I keep trying to pay my mortgage with no success. How can I be expected to pay a statement if I cant even get to it. Terrible company.ServiceMac, LLC
Date: 05/28/2025
ServiceMac, LLC (ServiceMac) values the feedback from our customers and takes all concerns seriously. We assigned a Customer Advocacy Specialist, and they spoke with you on May 28, 2025, to troubleshoot the website access issues. We were able to clarify the correct website link to utilize from the email notification for your monthly billing statement. Should you have any additional questions, please email us at **************************************Review fromK. S.
Date: 05/15/2025
1 starImpossible to get into your account online. Sends you through an endless loop of trying to recover password info, even though I know all the correct login information. When you finally give up and call, you cant speak to anyone. Absolute worst service.ServiceMac, LLC
Date: 05/19/2025
ServiceMac, LLC (ServiceMac) takes all reviews and feedback seriously. After carefully reviewing your account, our records reflect that you called outside of our normal business hours on May 15, 2025, which was the reason you were not able to speak with an agent. Additionally, our records also reflect that you called on May 16, 2025, and spoke with an agent that identified the incorrect website was being utilized and the agent was able to asset with the login. Further, we show that you were successful with logging into the website also On May 16, 2025. We encourage our customers to always check their monthly billing statement for the correct website and our hours of operation. Should you have further questions, please contact email the Customer Advocacy Team at **************************************K. S.
Date: 05/22/2025
Your business hours are very limited; most adults and homeowners work during your business hours and need to manage their household in the evening. I would expect a mortgage company to have some type of contact available when the majority of the population is managing their household and mortgage.I was able to get signed into a website after calling back during your limited business hours. I was informed that the website one would expect to use - ***************** - is not actually the website where I can access my loan information. Again, way too much of an inconvenience to access my account.Review fromT. D.
Date: 05/15/2025
1 starThis is the worst company that I have ever dealt with! I have a VA Assumption currently on our home that we are trying to sell and this has been sitting in underwriting since 4/2/25 and I have no update. Nobody will call you back and give you an update as to why it is still sitting there with no progress. The customer service line states that ********************** has the loan in underwriting and the servicemac underwriter say that the loan is in underwriting with Lakeview....which is it??? Oh wait...no one knows so lets just give the customer the run around and make them waste their money every month because this company has no customer service skills and can not get their loans finished in a timely manner. **** SERVICE ALL THE WAY AROUND! DO YOUR JOB SO PEOPLE CAN MOVE ON WITH THIER LIVES!ServiceMac, LLC
Date: 05/22/2025
ServiceMac, LLC (ServiceMac) values every customers feedback and takes all concerns seriously. Upon reviewing your comments, we have reached out on May 15, 2025, and spoke with you on May 21, 2025, to address your concerns. Our commitment remains steadfast in working with you directly to achieve a complete resolution.We recognize the delays you have encountered and sincerely regret any frustration this may have caused. Please be assured that we are dedicated to providing responsive and effective support and will continue to prioritize resolving your issue promptly. Please continue to work with your assigned Customer Advocate, *******. You may reach out by phone at *************************** or by email at **************************T. D.
Date: 05/27/2025
Apparently, ******* can not get any response either. She has had our "escalated" case since May 15th, and she still has no answers for us at this point. We have found a ** *********************** Circular 26-23-27 that states you have 45 days to complete the assumption process from the last day you requested documents. We have contacted the VA and they told us to call back once you are at 45 days if it still is not closed, and we will do just that. The last day of requested documents was 4/29 so we are on a countdown now. If this goes over, we will be contacting the VA, and we will report this company for violating the circular referenced above. We are in the middle of moving, and this company has done nothing to help the mental and physical exhaustion we already have; they have just added to it all by having no answers for us and giving us the run around.T. D.
Date: 06/19/2025
Here we are, June 19th, and still no updates on our VA Assumption process. This **************** is the worst company on the planet! They keep requesting documents that they have already received and still no final approval yet. 90 days is on June 22nd, and we will be contacting the ** to get them involved now in the situation. This is just ridiculous that it is taking this long to get anything accomplished. I hope I never have to deal with this company ever again. "Please be assured that we are dedicated to providing responsive and effective support and will continue to prioritize resolving your issue promptly." Where is the support???? We have been told that it has been "escalated" so many times, but it obviously does nothing. No one has answers or updates for us. ServiceMac "only has so much access to the account," so they can't see what is happening or what they are waiting on.Review fromJ. L
Date: 05/09/2025
1 starCalled all week to change my autopay date and was told with each time I called it was changed. Well you guessed it nope still the same. Never dealt with a company with so many people unwilling to do their jobs.ServiceMac, LLC
Date: 05/21/2025
ServiceMac, LLC values all customer feedback and remains committed to providing a transparent and responsive service experience. Upon reviewing our records, we recognize that there may have been some misunderstanding regarding the reestablishment of the bi-weekly drafting following a returned item. Due to the timing of the reactivation, it was not possible to resume the previous bi-weekly draft schedule, and as a result, the drafting commenced on May 9, 2025.On May 22, 2025, we had the opportunity to discuss your concerns. During this conversation, you informed us that you no longer wished to utilize the automatic draft payment option. Per your request, this service was canceled, and you indicated that you would manage your future payments through alternative methods.ServiceMac, LLC
Date: 05/21/2025
Correction to the date of the call was May 21, 2025.Review fromArvin M
Date: 04/30/2025
1 starWeb site log on is absolutly impossible!I have to call for my passwork EVERY SIGNGLE MONTH.I have written my password down and it wil not work on the next try.'If you try to change the password it will not alllow you to.Agian calling is the only way to pay.ServiceMac, LLC
Date: 05/08/2025
ServiceMac, LLC. takes all review and comments seriously. We were able to identify a corresponding account number for your review. We attempted to contact you via phone on May 5, 2025, and May 7, 2025, however, we were unable to connect. We left a message for a return call on both dates. We wanted to review the website that you are using as well as offer troubleshooting to assist with your password. You may also contact us via email at **************************************Review fromAlan M
Date: 04/18/2025
1 starReceived an email from my mortgage company stating my insurance was cancelled or about to be cancelled. I scrambled to logon to my insurance site and confirmed still have policy. Looked again at the email and at the bottom there was this: ServiceMac, LLC; NMLS #******* provides certain mortgage servicing functions A frigging scare tactic email to get me to change insurance companies? Tactics like these should be outlawed or punished for misleading and false information.ServiceMac, LLC
Date: 04/21/2025
ServiceMac, LLC (ServiceMac) values our customers and their feedback. As you were already aware, your mortgage company was sending an alert about your insurance policy and since ServiceMac provides certain mortgage servicing functions and services on behalf of your mortgage company, this information is provided as a disclosure on the email. Additionally, your monthly billing statement states ----, powered by ServiceMac, and the back side of the billing statement(s) - it provides the same disclaimer about ServiceMac performing certain mortgage servicing functions and services. The ServiceMac relationship has always been fully disclosed. We will have a Customer Advocacy Specialist outreach to you via email to ensure we have the most updated insurance information as our records reflect the policy was canceled. This will ensure we have the most updated information regarding your insurance policy. If you have any questions in the interim, we encourage you to contact us directly at **************************************
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