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Average of 82 Customer Reviews
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Review fromBradley W
Date: 08/15/2024
1 starWas trying to work with ServiceMac, LLC who is the servicer on a loan for a VA assumption. ********************* of their specialty products division has been extremely difficult, misleading, and dishonest. I have not filed a BBB complaint before but after reading the reviews on this company, and my personal experience, I feel this is the absolute right thing to do. I will follow up with the BBB where the company is headquartered and request help from government agencies in **************. Active **** military have limited time to work with loans and when the service is difficult and not military friendly the company needs to be reported to the correct agencies to lose their VA home loan authority.Do not conduct business with ServiceMac and if you have to, like we did, expect a very low standard.
ServiceMac, LLC
Date: 08/19/2024
ServiceMac, LLC (ServiceMac) values the feedback of our potential customer. Therefore, it is important we clarify that any approval or denial of an Assumption is based on the investor requirements, not ServiceMac’s criteria. ServiceMac is the sub-servicer and adheres to all investor requirements to make the decision for an Assumption. We appreciate and respect all customers, especially those that have and/or continue to serve in the military. We strongly deny the comments asserted within your review. We understand you may be disappointed with the outcome of the Assumption, however, as outlined previously, the decision for was based on the investor requirements.Review fromChris P
Date: 07/31/2024
1 starThis company is so awful. Look at their average review on here. 1.13 out of 5 stars. How does a company this awful stay in business? Every time I try to access my mortgage online, it says my password is not valid. I use the forgot password feature and then copy and paste this password into the field and it says it is not valid. I seriously am thinking of refinancing my mortgage just to escape this awful company.Review fromSean D
Date: 06/28/2024
1 starServiceMac increased my escrow amount by over $400 a month and could not explain why. There was reasonable proof that it should have increased $80 a month. The remaining $320 a month they could not explain. No tax increases have occurred.Their customer support group refuses to call back or respond in email with an answer. The only action they took was to send me a form that removes escrow from their responsibilities which was not what I asked for. I asked for a breakdown of why everything increased.ServiceMac, LLC
Date: 07/11/2024
ServiceMac, LLC (ServiceMac) values our customers and their feedback. We regret that you were unable to receive a complete explanation of the escrow analysis statement to explain the increase in the monthly escrow payment. We completed our research and attempted to provide the resolution to you on July 8, 2024, via an outreach call, however, we were unable to speak with you and left a voice mail message with our Customer Advocacy Specialist's name and phone number, including their direct extension. If you have any additional questions, please contact us at **************************************Review fromLinda W
Date: 06/25/2024
1 starPoor customer experience, I recently paid off my mortgage. And this company will not post the payment correctly so it still shows a balance. The money has been processed thru my checking account. $**********. Every time I call the rep tells me something different. The second rep said there was a ticket opened. To call back on two business day. When I called back the next rep said to call back in 4 days. They are selling my mortgage to another mortgage company next month and trying to not process my payment correctly.ServiceMac, LLC
Date: 06/27/2024
ServiceMac, LLC (ServiceMac) values our customers and feedback. For clarification, you spoke with a ******** Service agent on June 18, 2024, and was advised during the conversation that payoff funds must be remitted via certified funds, cashier's check, or wire. After the conversation, you elected to still proceed with making a payment through the website to complete the payoff, which was not via certified funds, cashier's check or a wire. As a result, there is a holding timeframe to ensure the funds have cleared and then the payoff can be processed. Additionally, from our records there were several payoff requests prior to the June 18, 2024, conversation that specifically provides the instructions for remitting of payoff funds. Our ******** Advocacy Specialist spoke with you on June 27, 2024, to advise of the process and we trust you understand payoff process as explained and through the payoff quotes previously provided to you. If you have any additional questions, you may reach your assigned ******** Advocacy Specialist at **************************************Review fromDahna V
Date: 06/24/2024
1 starNo 15 day notification about selling my loan as required by Federal Law. I have 6 days to pay my mortgage and the new company won't let me log in since, "they are having issues" with an incorrect email they sent me. Told don't worry we won't charge you a late fee. Horrible company and they can't assist in thisServiceMac, LLC
Date: 06/25/2024
ServiceMac, LLC (ServiceMac) values our customer and their feedback. For clarification, the Good-bye letter was mailed on June 12, 2024, and we are unable to control the timeframes with the postal service. The email referenced within your email was not sent by ServiceMac, the email was sent by the new servicer of your loan. We do show you contacted us on June 24, 2024, about the servicing transfer of your mortgage and provided a copy of the Good-bye letter for your reference. We will follow-up with you within the next business day to ensure all of your questions have been answered. If you have questions in the interim time, please email us at **************************************Review fromNicole B
Date: 06/11/2024
1 starAbsolutely horrible company. I had been assigned a customer advocacy representative who has yet to call me back after scheduling to speak to me. I attempted to call her after she failed to call me and have gotten her voicemail in which it says they will return my call in one business day. That does not occur. The whole company is terrible, even when pushed to someone beyond just customer service, they still **** and dont help.ServiceMac, LLC
Date: 06/12/2024
Our Customer Advocacy Specialist previously assisted you in March 2024 with a complaint. Then we monitored your account after the complaint resolution was provided to ensure the drafting of the monthly payments was completed per your direction. We confirmed via a phone conversation on April 18, 2024, the automatic drafting worked as designed for the April 2024 monthly payment.We acknowledge you contacted the same Customer Advocacy Specialist for assistance in June 2024 to have the bi-weekly drafting of your payment established on June 6, 2024. Upon receipt of your voice mail message, our Specialist returned your call with a voicemail the same day. Later that day, you were able to connect with the Specialist to review your request. During this call the Specialist explained she would be leaving early on Friday June 7, 2024, and set up a time to call you on the morning of Friday, June 7, 2024.From our phone records, our Specialist did return your call on Friday, June 7, 2024, and was unable to speak with you, so a voice mail message was left. The Specialist attempted to call you again later that same morning and was also not able to reach you, so a second voicemail message was left. In the message, our Specialist specifically advised they would be out of the office until Thursday, June 13, 2024, and if you were unable to speak with them that you may contact the **************** Team to assist with setting up the bi-weekly drafting. There may have been some confusion with the time zone, and we apologize for any confusion or frustration.We acknowledge that your voice mail messages received after 11:00 AM Friday, June 7, 2024, were not returned due to our specialist being out of the office, however, it is important to also confirm our Specialist provided specific instructions for how to setup the bi-weekly drafting while they were out of the office. In closing, our records reflect that you contacted our **************** Team on June 11, 2024, and established the bi-weekly drafting. We trust your concerns were handled appropriately.Review fromDonna A
Date: 06/08/2024
1 starDespite evidence to the contrary, ServiceMac claimed I didnt have hazard insurance, so they bought a policy and are now charging me $800+ for less than 2 mos. coverage.Review fromRachel M
Date: 06/07/2024
1 starIf your mortgage loan is transferred to ServiceMac....YOU BETTER RUN RUN RUN!!!! There so-called service doesn't just ****.... it's NON-EXISTENT!!!!!They are thieves!!!! You can seek help though the ************************************ in ************* and through the South ************** of ******** Affairs, the state where they are headquartered.Let's stop these CROOKS!!If I could rate them negative ten ... -10, I most certainly would.ServiceMac, LLC
Date: 06/24/2024
ServiceMac, LLC (ServiceMac) has responded separately to this customer regarding their ******************** Review. It is important to clarify this review was completed 1.5 years after the loan was service transferred to another mortgage servicing company on December 2, 2022.Review fromWillow W
Date: 05/31/2024
1 star*************** powered by ServiceMac did not pay my 2023 taxes, and did not send a letter informing me as to why. There are also many transactions to and from my escrow account that are missing online. I called to get assistance and the individual ended the call prematurely, and but not before telling me that the soonest follow-up call they could offer me was 6 days later when the taxes are due in less than 30 days.ServiceMac, LLC
Date: 06/03/2024
ServiceMac, LLc (ServiceMac) values our customers and their feedback. We are actively reviewing the 2023 taxes and the reason for the non-payment. We will also review the call(s) referenced in the comments. Additionally, a Customer Advocacy Specialist will contact you within one business day to discuss in more detail. In the interim time, if you have any questions, please email **************************************Review fromKathy F
Date: 05/22/2024
1 starTerrible. **************** barely spoke English and would not get me a manager and knew nothing about the loss payee information. Kept me on hold until 5:01 PST and I called right back and they were closed! Just a horrible display to a customer that has a loan with them and has been a great customer. So disappointed that I am stuck with them for the unforeseeable future!ServiceMac, LLC
Date: 05/28/2024
ServiceMac, LLC (ServiceMac) values our customers and their feedback. We understand there was confusion when you requested "loss payee" and our agent should have understood this was the same as the "mortgagee clause". We have reviewed the call and will provide the appropriate coaching. Additionally, our hours of operation are Monday - Friday from 8:30 AM - 8:00 PM, ET, and Saturday from 9:00 AM - 3:00 PM, ET. From our records, we received a subsequent call the next business day and provided the mortgagee clause information. If you have any additional questions, please contact us at **************************************
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