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:08/05/2024

  Type:Product 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.

  My loan got sold to Service Mac. I received a letter stating they needed proof of homeowners ins. I had my agent send it in. I received another letter stating they still have not received this info. I called and sent the info in again. I received yet again another letter. Again I call and send the info in again. Now they are charging me for ins even though I have my own and have sent them the correct paperwork several times. At this point I feel they are just trying to get extra money.

  

  Business Response

  Date: 08/06/2024

  ServiceMac, LLC has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. On August 6, 2024, we spoke with the consumer to advise we are actively researching the complaint and received the additional documentation for the homeowners' insurance. Once we have completed all research, we will provide a response in-writing via email.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 08/08/2024

   
  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:07/20/2024

  Type:Customer Service 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.

  Customer has been trying to obtain this information for over 2 years from ServiceMac LLC.-LACK OF TRANSPARENCY ON HOW & WHERE MY PAYMENTS TO THEM WERE APPLIED DURING THE FORBEARANCE PERIOD. -COMPLETE LACK OF SERVICE / INACCESSIBILTIY & LACK OF RESPONSE TO MY MYRIAD QUESTIONS & CONCERNS about the forbearance process while I was actually a customer of **********************'s. As a customer of ServiecMac LLC (SM) I can candidly say that this is the most nightmarish customer service experience I have ever had and I'm 64 yrs old. My mortgage account was sold to SM, I didn't choose them. During the covid crisis, I entered into a forbearance agreement with them. Following my approx. 1 year forbearance period they profited thousands of dollars off of me and added 3 years to the life of my mortgage loan during a pandemic crisis!! I have been trying for more than 2 years to find out what they did with the partial monthly payments I sent them during the forbearance period. All SM sent me was an internal computer printout showing they took in the payments, the printout is not decipherable to an outside person. Why can't ServiceMac send me a clear, specific breakdown of how my payments were used up or applied? ** thinks they do not have a ethical or legal obligation to send me this information because they sold/transferred my account to another ********************** servicer. However, I ABSOLUTELY WAS A CUSTOMER WHEN I BEGAN SEEKING THIS INFORMATION. ServiceMac LLC should provide me in writing a clear explanation of each of these payments that I sent during the forbearance period. I originally requested this info on March 8, 2022 from this company.DATE AMOUNT 2-12-21 $735 3-02-21 $735 4-15-21 $750 5-03-21 $750 6-25-21 $750 I'm still waiting,

  

  Business Response

  Date: 07/25/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and previously responded to the same complaint on June 21, 2024.  We have provided a response to the customer directly via email and provided a payment history to clearly show the application of the payments.  It's important to note, the customer filed this complaint over 1.5 years after the mortgage servicing transferred to a new mortgage servicer. As such, ServiceMac considers the complaint closed. 

• Initial Complaint

  Date:07/12/2024

  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.

  This company double charged us for our mortgage. they are holding the payment and claim it will take a minimum 24 days to address. on the phone they tell you they have all the information required - in writing they say they need more information. when you ask what else you need they will not tell you - that leads you to call and they say they have everything they need. they have no idea what they are doing and its forcing customers into financial hardship because they are holding thousands of dollars they double charged.

  

  Business Response

  Date: 07/17/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. Our Customer Advocacy Specialist spoke with customer on July 15, 2024, to discuss their concerns in more detail. For clarification, the automated drafting of the monthly payment occurred along with the customer scheduling a one-time payment through the website which caused the duplicate payment.  When the customer initially contacted us to alert of the duplicate payment on July 3, 2024, and at that time we requested the proof of the payment clearing the bank account to ensure no additional issues are created.  We received the proof of payment on a later date to initiate the refund of the duplicate payment.  We understand you were quoted a final completion date of July 24, 2024, which was the expected completion date of the work order to issue for the refund, we regret this created any confusion.  We can confirm the duplicate payment has been sent electronically to the customer's desired bank account.  We will finalize our research and provide a response letter, which will be sent via email. In the interim, if there are any questions - please contact your assigned Customer Advocacy Specialist at ******************************************************************. 

• Initial Complaint

  Date:07/05/2024

  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 llc this month. In the letter sent by Fairway Mortgage, I was not given any instructions on how to get access to their website, but only after calling was I told, that my login information will transfer, along with all of my banking information, as the two businesses are related. It is now 5 days after I was promised access, and there is 1) no way to log in using my previous credentials, 2) no letter from servicemac llc at all, 3) no recognition of who I am or my loan record when trying to create an account. HOWEVER, they DO have access to my bank information and pulled my payment, without giving me access to my account at all and previous account is shut down. I did some research, and there are HUNDREDS of reviews, claiming this exact experience. Please ****** "servicemac llc" and read the reviews. People are saying they purposely lock you out, every month, CHANGING your password. I would like my mortgage moved out of their business ASAP, and they should be looked into for this.

  

  Business Response

  Date: 07/10/2024

  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 a Customer Advocacy Specialist attempted to contact the customer on July 8th and July 9th, 2024.  Regrettably, we were unable to connect and left a voice mail message for a return call on boht dates. There was a Mortgage Servicing Transfer noticed, dated June 12, 2024, mailed to you to advise of the upcoming transfer on July 1, 2024, and the notice advised the automatic withdraw of your mortgage payment would continue after the transfer. Additionally, we also sent an email on June 27, 2024, to also alert of the upcoming the servicing transfer. We will provide a response letter via email upon completion of all research.  if you need assistance in the interim time, please contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:07/02/2024

  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.

  Date of Mortgage payment 6/12/2024. Payment made online from my bank ***************** I printed the confirmation of my Mortgage payment, which was due 7/1/2024. As of today, 7/2/2024 I have not received credit for this payment. I have called two times to the Mortgage Company, 1st called 6/21/2024 to check about payment as I was concerned because it was the first time I had done an online payment to Service Mac. The person said they had not received it. They said the last payment they received was *** 20,2024. Second call 7/1/2024 and the person said the payment was credited to Prinicple Only. Service Mac did this before in Oct. 2023 and I had to clear up as I am having to do now. I had the name of the person who I handled my case in 2023. Her name is *************************. She gave me her phone number and said to call her if I ever had a problem again. I called her 7/1/2024, no answer and unable to leave a voice mail. She called me back to tell me she couldn't talk and could she call me tomorrow. I said yes. I then set up my account at ********************** so I could see transactions and other information. No payment posted for June 2024 payment, which I have confirmation number ******* from my bank-**************** of $1466.00 on June 12, 2024. I have sent two emails 7/1/2024 and 7/2/2024. As of now, 1:55 pm,no call, no email and the payment on June 12, *************************** credited. They now direct all customer service calls overseas. I am at a loss and the payment was due 7/1/2024. I pride myself that I pay all bills on time. We have been having serious issue with receiving mail and sending mail in the *******, ********************* center, which is where my mail comes from. This is why I paid my mortgage online. I need help. This is so upsetting and the second time this has happened in two years. Thank You, Sincerely, ********************

  

  Business Response

  Date: 07/05/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. Our Customer Advocacy Specialist spoke with the customer on July 3, 2024, to confirm the payment application, reversal, and reapplication to the customer's desired allocation.  The payment that was applied as a principal payment was completed through a bank bill pay and when this type of payment is transmitted, there are no instructions of how to apply the payment - the bank bill payment is transmitted with the requested loan number as well as the amount. If there are no instructions received and the loan is prepaid, the funds will be applied to the principal balance.  We do want to mention a monthly mortgage payment can be paid via our website if the customer desires to make a principal payment, the website payment processing is free and the customer can provide the instructions for the payment application.  The website can also eliminate any concerns with postal service delays for the regular monthly mortgage payments. We will review the call(s) referenced in the customer's complaint to determine if feedback and/or coaching needs to be provided.  Once we have finalized all research, we provide a response letter via email.  If there are questions in the interim time, you may contact your assigned Customer Advocacy Specialist at ******************************************************************.  

• Initial Complaint

  Date:07/01/2024

  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.

  We received notice that our mortgage was transferred in less time than is required by law. Service Mac has tied up $95,000.00 of our insurance money that was to repair our condo from a fire sprinkler that went off without a fire. We immediately rushed to get the inspection completed so that we could have our money released to pay our contractor who has been waiting since May. His costs to date far exceed the ********* we received from Service Mac. Additionally, Service Mac has sold our mortgage to ****************, giving us notice of only 7 days, far less than the 15 day notice required by law. This has further delayed the release of the funds we need to complete the project, though we are 85% complete. We rushed to get our building inspection completed, which required our driving an hour each way and spent several days assuring our paperwork was in order. Now they will not release our money before the mortgage transfer, which will happen over this holiday weekend, taking effect sometime in the next ten days. It will be required to again travel an hour each way to get the second inspection since it's a new mortgage company, adding another delay. Their telephone support is non-supportive, and uninformed, misleading us in several key areas. Our contractor is waiting for payment, and supplemental housing costs are consuming our savings. While Service Mac collects interest off our money, we suffer.

  

  Business Response

  Date: 07/05/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the concerns.  Our Customer Advocacy Specialist attempted to contact the customer on July 3, 2024, and regrettably, we were unable to connect. We left a voice mail message to return our call.  Additionally, we also sent an email to acknowledge receipt of the concerns and potentially schedule time to discuss.  First, we wanted to clarify the servicing transfer notice was mailed on June 12, 2024, and was mailed within the required timeframe - please note we are unable to control the postal service and the delivery timeframes. Next, we are reviewing the concerns outlined about the inspection and timing of the next draw of the insurance claim funds to assist you. Once we have completed the research, we will respond with a letter that will be sent via email. If you have questions in the interim time, you may contact your assigned Customer Advocacy Specialist at their phone number and extension, you may also reach us at *************************************.

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response. There was no postmark showing the send date on the envelope nor was there any date on the transfer letter. We are unhoused. Service Mac did not work to get our insurance claim payment nor did they say that it couldn't be completed no matter what we did. We are unable to pay our contractor now. Service Mac has ********* of our money,  We sent an overnight return envelope to send it back to us. All the subcontractors cannot be paid without this money so there is no motivation to finish our home. every bit of work with Service Mac was a waste since they had no intention trying to return our money. Service Mac's action has resulted in our having to extend the Air B and B which we are paying out of pocket for the past two months, They had $95,000 of our money to earn interest on while the workers cannot be paid and we are further delayed. No one cares that we are out of our home since Feb 6th. Our home was found to be 85 percent finished by the inspection company and they could have paid us. We spent all day, everyday, from the time we found out it was sold to Friday, June 28th . Service Mac intentionally clouded the waters so they can keep our money and give us nothing in return. No real service, no support.

  
  

  

  Business Response

  Date: 07/12/2024

  ServiceMac, LLC (ServiceMac) his acknowledging the response from the customer.  We have previously responded regarding the notification of the servicing transfer; we cannot control if a postmark is or is not present on the envelope. For clarification, your insurance claim was initially reported on March 6, 2024, to ServiceMac and upon receipt of the funds, including the required documentation, an initial draw was released to begin the repair work. We were notified in late May, there was a delay to the HOA/condo association and repairs were not as far as long as anticipated.  We recognize and empathize with any homeowner who experiences a loss to the use of their home, however, there is a required process to ensure the property is repaired to the pre-loss condition. We invite you to speak with your assigned Customer Advocacy Specialist with ********************** as well as your new mortgage servicer.  As previously stated, once all research is completed, we will provide a response letter via email.  In the interim, you may contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:06/19/2024

  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.

  ServiceMac mistakenly applied lender directed insurance on my account and charged me 1268 for the annual policy. I got my own home insurance through AAA and called them. They did get the information from the insurance company but they didn't understand that a landlord policy is not a condo policy and that's why they thought I needed lender placed insurance.After telling them what happened they said they'd fix it after talking to AAA and to call back in a week. I called back in a week, and they didn't fix it, and said their system mistakenly thinks my house is a condo. They said it could take 3-5 days to fix that and to call back next week. Meanwhile they are selling my loan to *************** and if I don't get this fixed before then, the insurance customer service guy at ********************** said they won't have access to my account anymore.I just want this resolved asap and I shouldn't have to keep calling over and over to get this fixed.

  

  Business Response

  Date: 06/20/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. On June 20, 2024, we spoke with the customer to discuss the complaint in more detail and provided clarity about the type of insurance policy received (rental property vs. standard owner's policy)as well as the classification of the property (single-family vs. condo). We also discussed there was a lapse in the insurance coverage from February 5, 2024 - March 5, 2024. As discussed during the call, there is additional research that must be completed before we can provide a complete resolution.  Once the resolution is complete, a response letter will be sent via email.  If there are additional questions, the customer was assigned a Customer Advocacy Specialist and provided with their phone number, including extension.  Also, we can be reached at *************************************.  

• Initial Complaint

  Date:06/18/2024

  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 have been trying to have my homeowners insurance updated since February of 2024, recently service mac did an escrow analysis still did not update my mortgage payment to the correct amount. Now they are transferring my loan to a different loan manager.I want my escrow analysis done immediately to the correct amount and a check for the overage in payments that have been made since the policy was lowered in Feb BEFORE they transfer my loan and pay overage again for July. I should not have to continue paying for an amount higher that necessary.I don't want to have to do this all over again, terrible customer service!

  

  Business Response

  Date: 06/19/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns.  On June 19, 2024, we attempted to contact the customer to discuss their concerns in more detail and left a voice mail message. We have received receipt of the reduced insurance premium and have made the necessary updates to your loan.  We will be requesting an escrow analysis, pursuant to your request, to reflect the reduced premium.  There is not guaranty there will be an escrow overage/refund available as there was previously an escrow shortage at the prior escrow analysis.  The escrow analysis will adjust the adjust the monthly escrow portion of your payment with the updated homeowners' insurance and property tax amounts along with escrow shortage. Once we have completed all actions, we provide a response letter via email for your records.  We encourage to return the call to your assigned Customer advocacy Specialist to discuss in more detail or you may email them at *************************************.  

• Initial Complaint

  Date:05/28/2024

  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.

  Over the past few months, I have attempted to speak with an agent of **************** Powered by ServiceMac.A *********** person, with limited knowledge is all I'm able to speak with. I have been assigned to this mortgage company. During the past year I have prepaid my mortgage with increase payment of the principal, several months in advance with certified checks. This mortgage company consistently does not post the money to the account, will not give me a pathway to speaking with an agent to restructure the loan. This company is holding on with my funds without giving me credit for payments received.

  

  Business Response

  Date: 05/30/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. Our Customer Advocacy Specialist attempted to contact them at both numbers (phone number provided in the BBB Complaint and in our system of record) on May 29, 2024. Regrettably, we were able to connect and voice mail messages were left.  Additionally, we sent an email on the same date, to acknowledge the concerns and to schedule time to discuss in more detail. We will review the customer experience with our call center.  However, we do reflect timely receipt and payment application of the monthly payments.  We understand through our call reviews, there is one payment that *** not have been applied that was mailed in late April. We encourage you to contact the assigned Customer Advocacy Specialist and you can also reach them at ************************************** In closing, we respectfully request to allow for the time to thoroughly research your concerns and we will provide a letter via email for closure after the research is complete.

• Initial Complaint

  Date:05/04/2024

  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.

  Service Mac has failed to update my past due payment. I am in danger of losing my condo and have made all Requested payments from Service Mac 4/29/24 and 4/30/23. I spoke with a customer service agent and supervisor 5/4/24 with little resolution. When I called in to service Mac today 5/4/24, the agent told me my past due amount and asked if I was calling today to make a payment. Their records show I made 2 payments however they have not posted to my mortgage. Please assist so my payments reflect on my acct. ********************** provides poor customer service at times, with prolonged wait times to speak with a supervisor. I was on call 1 hour **************************************************************************************** of the wait for a supervisor.

  

  Business Response

  Date: 05/09/2024

  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 May 7, 2024, and May 8, 2024.  Regrettably we were not successful with reaching the customer and a voice mail message were left after both call attempts.  Additionally, an email was sent to acknowledge the concerns and to hopefully connect with the customer directly. We will be reviewing the call(s) for the payment(s) and to confirm the customer experience with potential longer hold times. 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 **************************************