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:08/04/2022

  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.

  On July 5th ********* financial transfered my loan over to this compancy service mac and I have had nothing but problems with them since the beginning. They stated that due to the transfer of services , I was late on my payment and had an account hold that meant I was not allowed to use online payment services or pay of the phone it was only late the month of July. They also stated that it had to be cashier check or money order. I sent the amount asked via cashier check sent certified mail. The tracking states it was delivered on July 29th 2022 at 5:53 am at the po box address they told me to send it to. Today is 8/2/22 and they have not posted to my account to bring me up to date. Now they say I owe over ***** !!!!!!! to get caught up to date. They gave me a general email address to send the copy of the cashier check and told they should have an answers by 8/16/22 well after the August payment is due so then what, what if they do not find the cashier check, that cash that i can not get back or void like a check. I feel like they are lying to me so they can make be later and later own more and more and then take my house away from me this is a total scam!!!!!!! and it keeps me awake at night. I asked to speak to a supervisor was placed on hold for long time and came back on the line that no one was available to talk to me Please help I was only 1 month late payment how did I get to this point. Oh and also they will not ***** me access to online account due to the late payment what since when is this a good business practice its like they want to keep you in the dark. Please help make a resolution to this issue.Thank you

  

  Business Response

  Date: 08/05/2022

  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 August 5, 2022 and left a message for a return call.  Additionally, we also sent an email to schedule a preferable to discuss their concerns. 

  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 ******************************************************************.
  

• Initial Complaint

  Date:08/04/2022

  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.

  I initially reached out to my mortgage company asking them for direction since I was about to apply for a *****. I wanted to know if I could combine the cost of getting an appraisal done since I needed an appraisal to get PMI removed as well as an appraisal for my *****. I was sent an "request for PMI Removal" application and when I read it, it stated that if I signed the application, I was essentially giving permission for Service Mac to order an appraisal and the cost associated would be charged to me. I responded to the email, stating that I was not completing the form, as that would mean I was agreeing and allowing an appraisal to be triggered and my goal was really to combine the cost. No one ever responded to that. I ended up putting the ***** on hold for a bit and so let things go. In May, I decided that I would be moving forward on the ***** and so again, I reached out to Service Mac to ask for a response given it had been over three months for them to get back to me. When I did not receive a response, again, I decided to call. I spoke with **************** and did not get a clear answer but the **************** rep did state to me that she was reading "from a manual" and that I "should" be able to submit the appraisal that would be triggered from my ***** Bank (an independently triggered appraisal-I had no say in who this person was) within 90-days with my request for removal of PMI. I asked her if there was any way to speak with someone in the ******** and was advised that not even the **************** Team at ********************** could call that unit directly and that they also had to use the generic email I had been provided. I went ahead with the appraisal and received the appraisal back from the bank. I still had not received any communication from Service Mac from my request. At this point, I decided to call again and was given such run around and no one was really listening. I let them know that I had been advised by **************** and they argued with me.

  

  Business Response

  Date: 08/08/2022

  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 was most recently in-contact with you, via email, on August 4, 2022.  Once the complete 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 **************************************

• Initial Complaint

  Date:08/02/2022

  Type:Product 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.

  Back in January 2022, I was enrolled in Loss Mitigation due to Covid-19 forbearance. To this day, it has been a living nightmare. They sent documents to my house for me and my wife to sign and then the process would be completed. We signed the papers on 5/10/2022 and the notary mailed them to the company. They were received on 5/13/2022. A couple of weeks later, there is a note on my door telling me to contact the mortgage company. Upon doing so, they told me I was no longer enrolled in the program and that I would be reported to the credit bureaus. The representative said she would give me a call back on Monday due to it being late Friday, and would have answers for me. Never heard back. I called numerous times and finally was told they never received the documents (this was towards the end of May). The beginning of June, I finally got ahold of someone who said they did receive my documents on 05/13/2022 and that they were finishing up my documents and that I was still enrolled in the program. On 6/6/2022, it was reported to the bureaus that I was over 180 days late on my mortgage (I have been making the arranged payment amounts that were set ** in February every month) even though I am still in forbearance? On 6/13/2022, they supposedly corrected the error but nothing has changed on my report for almost 2 months! I can never get anyone to talk to me and I havent heard from my single point of contact (RR) since February. This is a freaking nightmare and I need some help!

  

  Business Response

  Date: 08/04/2022

  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 August 3, 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. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at ******************************************************************.
  

• Initial Complaint

  Date:07/20/2022

  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 refinanced my house with an online mortgage broker, BNC, in May 2021. The loan was sold to HomePoint a few months later but BNC failed to inform the latter of both my correct mailing address and my correct email address. In the first couple of months, I completed the paperwork to have monthly payments automatically deducted from my checking account. I assumed that this paperwork had been processed. On June 29, 2022 I received a phone call from HomePoint stating that I was about to go into foreclosure. They claimed that they had sent me 17 letters and all had been returned to them. They also claimed that a certified letter had been returned. I requested the tracking number for this but did not receive it from them. Two different customer service reps admitted that the company would ordinarily have called me after a missed payment but each was unsure why, in this case, a phone call had not been made. Although I wanted to resolve this issue immediately, HomePoint said my account was being transferred to ServiceMac and they would not have my info for 8 days. I called ServiceMac on day 8 and they asked me to call 2 days later. Two days later I called and they told me to call the law firm ************* in 2 days. On July 18, I received a letter from ************* requesting payment which included the various legal fees. Since June 29, I have made approximately 15 calls to resolve this issue and have been continuously transferred, told to call some other company, referred back to previous company, or disconnected. From the very first phone call on June 29, I stated that it was only fair that I pay the mortgage and interest for each month missed and not pay the extraneous fees AND that I could make payment that day. To be clear, I should not be penalized for clerical omissions that the company made. It is interesting to note that the company had my phone number all along. My refi interest rate is very low. Is this simply an attempt to get extra fees from me???

  

  Business Response

  Date: 07/21/2022

  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 July 21, 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. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17589409
  
  I am rejecting this response because:

  the succeeding attached page does not reflect the fact that this issue has NOT been resolved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/22/2022

  Per our previous response, 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 July 21, 2022 to discuss the concerns in more detail.

  Additionally, we indicated that ServiceMac will also provide a written resolution letter, via regular mail, to ensure closure for the customer.  There is required research to be completed in order to provide a resolution letter to the customer.  If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at ******************************************************************.
  

• Initial Complaint

  Date:07/11/2022

  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 sold our home April 15th of 2022. We had made a last payment with our loan service ServiceMac so that we did not get a late fee. They owe us a total of around $4,500. Since April (it is now July) we have had to call them multiple times to ask where our money is. They insist it has been sent and to just wait a few more weeks. We receive confirm delivery email through **** and no check has ever came. Even though they say that 3 have been voided and new ones sent. We asked for direct deposit and they said it would be deposited and it never was. We have been waiting over 2 months now and keep getting the runaround and it seems they are lieing since there is no proof that any of this is being actually taken care of.

  

  Business Response

  Date: 07/12/2022

  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 left a message for the customer on July 12, 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. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at ******************************************************************.
  

• Initial Complaint

  Date:07/06/2022

  Type:Order 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.

  The worst customer service. They added an escrow account without any notification saying that I was delinquent in paying for property taxes. Not true at all. I spoke personally to my tax property customer service and there was no problem at all. ServiceMac took into there own hand without any confirmation. They stated they send me a letter one week before and paid for my taxes and added escrow account without any agreement.

  

  Business Response

  Date: 07/08/2022

  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 July 8, 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. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:07/01/2022

  Type:Order 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.

  I have a mortgage through ServiceMac and in 09/2021 I sought help from them due to being off work to care for my son. I was taking care of a disabled child who would normally have a personal support worker, but due to Covid providers were hard to find. ServiceMac told me about the Covid forbearance and explained that I could have a forbearance for 3 months and then refinance at the end of November. I followed all the rules, made all the contacts I was supposed to. I have made all my payments since the forbearance as I should. I an still waiting for the refinance to happen, it has been almost a year. They have not applied over $5000 to my loan, that I have paid. I cannot reach anyone and the only contact they have with me is an email each month telling me that they are just touching base.

  

  Business Response

  Date: 07/01/2022

  BBB Response: 
  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 and will outreach to the customer via phone to discuss in more details within one business day.  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: 07/01/2022

   
  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:06/13/2022

  Type:Order 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.

  On April 22, 2022 I received a letter from ServiceMac indicating that my monthly payment would be increasing a substantial amount starting 1 June due to an increase in my property taxes. I quickly called them the same day to rectify the situation because being a disabled veteran I am tax exempt in the state of Mississippi. They asked me to provide documentation supporting my claims, which I did with a signed letter from my county tax assessor proving my tax exempt status. I was told it would be resolved in 5 business days and thought the situation was handled. I called back the 5 of May, 2022 to verify that everything had been taken care of, and thats when the nightmare began. Over the following month and still to this day I have spent over 10 hours talking to ***************** the tax department (core logic), their collection department (NRS agency) and being told everything from- Your tax line hasnt been updated, your parcel is is wrong, your taxing authority verified you owe X amount, the provided documentation doesnt have the specified amount for taxes ($0.00). Every time I called it was something different and the hours long calls ended with a promise that everything would be fixed in 5 more business days. They said it every time like it was a magical mantra that would resolve my problem.22 ********** give us 5 business days5 May- 5 Business days12 May- 5 Business days20 May-.27 May-.1 June- .9 June-.It is now 10 June, after spending 10+ hours on the phone, sending in 3 separate letters from my taxing authority to several companies, driving to my county tax office and putting my county tax assessor directly on the line with them and telling them explicitly I do not owe any taxes and I am still awaiting another Give us X business days. The only proposed solution from my mortgage company is- Pay us the excess amount at a time historically high inflation, and once everything is resolved well give you the difference back.

  

  Business Response

  Date: 06/15/2022

  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 June 14, 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. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 06/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I await to see if the final resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:06/10/2022

  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.

  Horrible customer service. I can never get get a hold of a supervisor. My mortgage payment is WRONG and this has been going on for months. HOW ABOUT YOU CALL ME BACK NOW??

  

  Business Response

  Date: 06/10/2022

  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 and did leave a message to have the customer contact us on June 10, 2022.  Additionally, we also sent an email with the assigned Customer Advocacy Specialist to acknowledge the 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 **************************************

• Initial Complaint

  Date:06/08/2022

  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.

  They have been rude, I call several times a day and get told different things pertaining to my mortgage. They mail my information to wrong addresses. They hang up on me. They would not accept my money when I had it to pay my mortgage that was past due. They have lost my emails and scanned documents dozens of times. I'm placed on hold back and forth for hours only to be told nothing. I feel as though there "stealing my home" from there negligence. I have never dealt with a company as horrible and untrained as this company. They should all be fired. As there incompetent of doing there job. And I place them solely at fault if I lose my home.

  

  Business Response

  Date: 06/10/2022

  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 sent an email to the customer on June 9, 2022 to acknowledge their 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 **************************************