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Complaint Details
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Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used a. Company called move for free.com as an apartment locator. I moved to these apartments August 2023 and have not received my $100 rebate. The company has been waiting on the invoice from the ******. I have called, been to the office and tried to get this information taken care of. I have been in contact with ************************************************************** **************************************** It has been a year and I am entitled to my rebate
Business response
09/04/2024
************************ has been recently contacted and advised that her apartment community paid the referral fee to UMOVEFREE in the time since the complaint was posted. Our records indicate that a rebate has been printed and mailed out to the address ************************ provided to us, and should be arriving to her soon.
UMOVEFREE is first and foremost an apartment locating service. As a way of rewarding customers for utilizing our free service, we offer to send our clients a rebate check after their chosen apartment community pays a referral fee to UMOVEFREE or we offer to set up a move through a third party vendor.
In order to receive a rebate, each client must submit a Rebate Request Form. Clients are directed to read through our Terms of Service and Rebate Term pages and agree to the terms in order to successfully submit the rebate form. Our Rebate Terms page states that rebates will only be sent after your apartment community has paid UMOVEFREES referral invoice. It also goes on to explain that rebates are typically mailed within 8 to 16 weeks after you move in but can take longer depending on your property's invoice processing time, among other guidelines and qualifications.
UMOVEFREE wants to be able to provide each customer with a positive experience, however there are times when situations fall outside of UMOVEFREEs control. We apologize for any frustration that *********************** has experienced while using our service, however the amount of time in which an apartment community takes to pay a referral fee to UMOVEFREE is a situation that UMOVEFREE has no control of. UMOVEFREE has a dedicated Accounts Receivable Team that consistently follows up with each and every referral fee due to be paid to UMOVEFREE and when a client reaches out to the ***************** to inquire about the status of their rebate, the client is always advised on the Accounts Receivable Teams progress on collecting the referral fee from the chosen apartment community. Unfortunately, in some cases, the apartment community takes longer than anticipated to pay the referral fee.
Our hopes are that ************************ will continue to work with UMOVEFREE in the future.Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 28, 2024, UMoveFree Apartment Locators sent movers to our apartment at ******************************** Weatherford ***** to go approx 10 minutes to ********* Apartments in *********** *****. Before they arrived, a week prior, *********************** with UMoveFree Apartment Locators had helped my husband and I find an apartment while still looking for a house in ***********/*********** *****. She informed us we could use movers for free since they receive compensation from the apartment complex we chose. She explained we have movers for 2 hours and there is a fee for additional time but they can stay until job is finished. The movers showed up. A painting and a 58" television were put in a box with nothing covering them with bags of tools of the movers (hammers etc). Only one of the 3 movers could speak English. They brought heavy NEW furniture in on a dolly with only one man setting it (slamming it) to the floor.One leg of a new dresser was damaged and sits sideways. We became stressed and tried speaking to them. I gave the movers each $100 equaling $300 to finish the job. It was $75/hr total per hour to stay late, they received $100/hr each to stay and finish job and hoped they would handle things more carefully. That did not happen, they left when I went to get them refreshments for after the job.A total of 30 minutes more that the free 2 hours.We didn't find out until later that the *************************************************************************************Nothing showed except cracks and breaks.We had to hire other movers short notice to finish job a total of $400 with also $350 cost for Penske moving truck.I spoke with *********************** (locator specialist) and ***** (moving specialisht).***** told me they may pay .60 per lb and to "get a lawyer, I will be out the rest of the week on vacation". No claim filed, no cal ***** NOTHING. We are out MUCH MONEY replacing tvs, furniture, having new movers and truck. Please HELP.I have txt from both people mentioned.Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I utilized the ***** services in June 2023 and secured a lease July 2023. I submitted all required documents, July 2023. I Received the confirmation that I met requirements and the gift card will be issued. Its been 12 months and no card has been issued. I have been in ongoing communication with ***** FREE service(s)/Representative *****************************/ Rebate Manger.Customer response
06/06/2024
I have recently spoken with ********* with UMOVE Free regarding the gift card of $200 that was to be issued after 1-using UMOVE FREE as a referral _secure sign of lease- 3-submit documentation I have communicated with UMOVE FREE for many months, its June 6, 2024 and no gift card of $200 has been received I fulfilled my obligation to receive the gift card. I am being penalized because of the other party delay in paying UMOVE FREE. That is not the advertisement or stated when I used UMOVE FREE services. I am seeking the full gift card amount of $200Business response
07/01/2024
UMOVEFREE is first and foremost an apartment locating service. As a way of rewarding customers for utilizing our free service, we offer to send our clients a rebate check after their chosen apartment community pays a referral fee to UMOVEFREE or we offer to set up a move through a third party vendor.
In order to receive a rebate, each client must submit a Rebate Request Form. Clients are directed to read through our Terms of Service and Rebate Term pages and agree to the terms in order to successfully submit the rebate form. Our Rebate Terms page states, Rebates will only be sent after your apartment community has paid UMOVEFREES referral invoice and also states, Rebates are typically mailed within 8 to 16 weeks after you move in but can take longer depending on your property's invoice processing time, among other guidelines and qualifications. Samour read through and accepted these terms when submitting the Rebate Request Form on September 9th, 2023.
UMOVEFREE wants to be able to provide each customer with a positive experience, however there are times when situations fall outside of UMOVEFREEs control. The amount of time in which an apartment community takes to pay a referral fee to UMOVEFREE is a situation that UMOVEFREE has no control of. UMOVEFREE has a dedicated Accounts Receivable Team that consistently follows up with each and every referral fee due to be paid to UMOVEFREE and when ****** has reached out to the ***************** to inquire about the status of their rebate, they have been advised of the Accounts Receivable Teams progress on collecting the referral fee from Samours chosen apartment community. Unfortunately, the apartment community is taking longer than anticipated to pay the referral fee to UMOVEFREE and we are not able to send out a rebate to ****** until the apartment community pays the referral fee to UMOVEFREE.
Samour is welcome to continue to contact the ***************** for updates on the status of the referral fee, and once the referral fee is received, UMOVEFREE will mail a rebate check to Samour as promisedInitial Complaint
05/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I worked with an apartment finder from this company since early February 2024. I was told I would receive a $150 rebate in 8 weeks. I havent received anything and after reading similar complaints and reviews, Im concerned I will not be receiving my rebate. Its deceiving.Business response
10/07/2024
As a thank you for using our services, UMOVEFREE offers to send out a rebate check to our clients once their chosen apartment community pays a referral fee to UMOVEFREE. Clients are told that most properties pay the referral fee to us between ****** days after their move in date, but the waiting period varies and can be shorter or longer depending on each apartment community and their individual payment policies and are advised they can check in with the UMOVEFREE ***************** for updates on their rebate at any time.
Our records indicate that a rebate was sent to *********** on July 31st,2024. We have checked with our bank and show that the rebate cleared our bank account on August 26th, 2024. Attempts were made by the Rebate Manager to follow up with ** *** but those attempts were not responded to by the client.
UMOVEFREE fulfilled its promise to the client that a rebate check would be mailed when the referral fee from the apartment community was received and considers this matter resolved.Customer response
10/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
08/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am sending an email to detail my moving experience with All Season Moving. My arrival window was between 8a-10am. Mover ****** called me at 9:08 am to advise they were getting the truck ready. The time was 9:08am so I figured they would arrive by 10am to be on time. Around 11:14 am, I saw the movers at the gate. The movers did not know how to enter my gate code. Therefore, I went outside to open the gate. It was 11:23 am when the movers entered my apartment to move me. I showed them everything that needed to be moved. ****** one of the movers went into the incorrect apartment which delayed time. Also, they were moving my belongings very slow. It should not have taken over 5 hours to move my belongings. I actually starting moving my boxes into my new place because they were moving so slow.I spoke with Supervisor **** and that was a complete waste of my time. He told me that I need to realize it was 100 degrees outside. ****** claimed that the move was taking long because my items were damaged and the way my stairs were made in the new place. The only item that was damaged slightly was a part of my headboard. A piece of my dining room table was chipped off. Mover ****** claim that it came off by itself which was a lie. Also, my $600 Elliptical handles were damaged by the movers. It took over a month to receive a response from UMovefree Moving Coordinator *****************************. I was told a $100 e card would be sent as an apology. However, that has not happened. I would not recommend anyone using UMoveFree due to their lack of follow up.Business response
01/15/2024
UMOVEFREE would like to first and foremost apologize for the undue stress our client experienced due to the actions of the moving company hired to complete her move. UMOVEFREE is a free apartment locating service. As a thank you for using our service,UMOVEFREE hires third party moving companies to move our clients into their new apartment homes. Our hope is that every move will be completed successfully and with professionalism and care, however moving companies and their laborers are third parties and their performance is outside of UMOVEFREEs control.Nevertheless, UMOVEFREE always wants to make sure our clients are taken care of, and our records do indicate that after UMOVEFREE was made aware of the issues surrounding Ms. ****** move, a $150 gift card was emailed to ************** on August 30th, 2023. Furthermore, our Move Manager spoke with the moving company and advised that the unprofessional behavior our client experienced was unacceptable and asked that the crew that performed Ms. ****** move be banned from performing any future UMOVEFREE moves. Our Move Manager spoke with ************** on a recorded line on August 30th and advised her that a gift card would be processed and sent out to ************** by the end of the day. ************** did express that she was satisfied with our follow-up.Customer response
01/15/2024
I have reviewed the business response and accept this resolution.Initial Complaint
05/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I wanted to use the movers instead of getting a rebate, and I was told they didn't have any movers (which they should have told me ahead of time, I had to make other arrangements for movers in a short period of time) so then they offered to send me a rebate check for $200 that I never received. It's almost 10 months now and I still haven't received a rebate check. Not to mention every time I check their website for updates it says rebate has been mailed which is a LIE, I see they try to use you and cover up their end with LIES!!! Their website has been saying this months and months even though ******** verified that the rebate hasn't been mail (I have text to prove it)!! Every time I communicate with them I keep getting the same story, "they are still waiting for leasing company". If I knew I was going to be done like this and this is the way UMoveFree does business, I would have use another locator instead of UMoveFree. I will be moving in 3 months and still nothing.Business response
06/01/2023
First and foremost, UMOVEFREE would like to apologize to ****************** for the undue frustration this situation has caused her. Customer satisfaction is extremely important to UMOVEFREE and we want to do everything we can to make sure we can provide our clients with a positive experience.
UMOVEFREE occasionally is unable to provide moving services due to situations outside of the company's control, as is what happened in the case of ******************. To make up for the inconvenience, UMOVEFREE offered to send out an Expedited Rebate check to ******************. Our records indicate that this rebate check was mailed out to ****************** in August of 2022, just a few days after she started her lease, and the rebate check was mailed to the address ****************** confirmed on her Rebate Request Form.
When the rebate check did not arrive as promised, ****************** reached out to her locator for information as to the status of her rebate. We take full responsibility for our locator giving the wrong information to the ******************,as well as unfortunately overlooking protocol that would have alerted our ***************** to the client's inquiry so that follow up measures could have been taken to get a replacement rebate sent out to ******************. A manager with UMOVEFREE has called and spoken with ******************, explaining the issue, and has offered to send out a replacement rebate to ****************** as soon as possible. ****************** has confirmed her mailing address and has indicated she is satisfied with our follow-up.
We sincerely hope our swift action to make things right will result in ****************** receiving her rebate and becoming a repeat client of UMOVEFREE, as we will be happy to assist her again in the future.Customer response
06/04/2023
I have reviewed the business response and accept this resolution.Initial Complaint
01/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
When reviewing apartment locators, I was introduced to umovefree. The apartment locators informed me that *********************** would be moving me since I utilized them to locate my apartment. I had spoken with **** with ************* on several occasions prior to the move to confirm compliance. After viewing some reviews I expressed my concern to the apartment locator. I informed him the umovefree apartment locator agent advisor if any issues develop, they will know. On the day of the move, I did not receive a call prior to arrival. The movers just showed up outside of the moving window. So I was pushed back to late that evening. Once the moving supervisor, ******, and his guy arrived, ****** of ***************** states ... oh this will take six hours and threatened to leave if I didn't pay for six hours. It was a scam... SCAM ... At that time of the evening, it would be extremely challenging to locate a UHAUL and get moved. Even though the boxes were labeled, the movers did not separate fragile items from nonfragile items. After speaking with **** and the coordinator with *****************************, umovefree, who promised an additional free hour, I was accused of treating movers like non-human because of my concerns about my items. U Move Free have stated they are not responsible for the moving activity. How is that possible? If *********************** is the only company U Move Free utilizes in ******* ***** area.. how are they not responsible. This is unacceptable. *********************** overcharged me by 1 hour of moving time. I want to be reimbursed. I have expressed this with ********************** who stated in an email that she would be working this case. This case is not resolved.Business response
01/19/2023
UMOVEFREE is first and foremost an apartment locating service. As a way of rewarding customers for utilizing our free service, we do offer a move incentive set up through a third party vendor. UMOVEFREE does not own the moving companies that provide moves for UMOVFEFREE clients.
When a move was performed for ************** through the third party moving company we hired, the moving company misunderstood the work order and incorrectly charged ************** for move time that she should not have been responsible for. We deeply apologize for the inconvenience and the oversight and have mailed a reimbursement check to ************* for the out-of-pocket cost she incurred. ************** has confirmed she did receive this reimbursement check and is satisfied with our resolution.
We hope the measures we have taken to resolve this issue will earn future business with **************.
Respectfully , UMOVEFREE ManagementInitial Complaint
06/25/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
UMoveFree is misleading customers and providing them with misinformation. The claim is that you have the option to move free or get a $200 rebate. I choose the move only to find out it is not actually free. See: https://web.archive.org/web/XXXXXXXXXXXXXX/https://www.umovefree.com/howitworks/ This is not a "free move." It is a discounted move or a partial move because they don't provide a free move. This is a violation of the Sec. 17.12. DECEPTIVE ADVERTISING of the Texas Deceptive Trade Practices Act. "No person may disseminate a statement he knows materially misrepresents the cost or character of tangible personal property, a security, service, or anything he may offer for the purpose of inducing a person to contract with regard to the tangible personal property, security, service, or anything he may offer." "False, misleading, or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful and are subject to action by the consumer protection division under Sections 17.47, 17.58, 17.60, and 17.61 of this code." "Except as provided in Subsection (d) of this section, the term "false, misleading, or deceptive acts or practices" includes, but is not limited to, the following acts: making false or misleading statements of fact concerning the reasons for, existence of, or amount of price reductions; " While I have not filed, I am considering my small claims and district court options. Further, I will be writing reviews online about this. Unless the full cost of the move is paid for I will have to seek outside action.Business response
08/19/2022
Business Response /* (1000, 7, 2022/07/19) */ UMoveFree would like to apologize for the frustration Mr ****** has experienced during his use of our services. Customer satisfaction is extremely important to UMoveFree and we want to do everything we can to make sure Mr. ****** is satisfied with our services. Plainly stated, the way we are able to offer a move or a rebate to a client is by a referral fee paid to us by participating apartment communities, and the referral fee is then used to pay for a client's move or to send the client a rebate check. In an effort to be as transparent as possible, we attempt to clarify the process in our online Terms of Service , available for review on the UMoveFree website. We also make sure this information is otherwise verbalized to our clients when speaking with our licensed real estate agents on the phone or through text or emails. Generally, the point UMoveFree wants to make known is that in order to receive a 2.5 hour move or a $200 rebate check, a client's rental amount must meet our current minimum of $1200 a month. If below this minimum, we offer a $100 Rebate check or cover 1 hour of the 2.5 hour minimum move time, which still greatly discounts the out-of-pocket cost for a client to move. UMoveFree fully acknowledges that our Sales Agent could have communicated our Terms of Service to Mr. ****** more effectively during the course of their multiple phone conversations. As such, UMoveFree has agreed to waive our standard rebate policies and will be increasing the amount of Mr. ****** rebate check. As a further act of goodwill, we will also be mailing out the rebate check to Mr. ****** immediately. We hope that by taking these measures, we have an opportunity to retain Mr.****** as a client and to also earn his future business. Mr. ****** has been in communication with a UMoveFree manager and has indicated that he is satisfied with the resolution we have offered Consumer Response /* (2000, 9, 2022/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The CEO called me. He was kind and very respectful. After our conversation, I felt like this was not an issue of being mislead but rather a communication issue. I think technical limitations on the website are what led to the miscommunication. I am grateful for his call and appreciated that the company took it seriously. I will use them again in the future and would recommend them to friends. One of the big reasons why I would do that is not simply because he issued the check but because he took the time out to call me and explain to me how he would resolve this from happening in the future. It was a true sign of leadership.
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