Muve

The challenge of writing a review for a company as bad as Muve is having so many examples of incompetence and failure that chronicling them to save future users time and money would be too tedious and lengthy for victims in waiting to read.

So I\'m going to go with my top 4 most frustrating moments following the sale of my parent\'s home, & the purchase of my Father\'s home... We first instructed Muve mid Nov 23...

#4 - in my complaint of 1st May, I highlighted several issues, & was told on the same day \"I will promptly escalate your concern to our senior management team to ensure a swift resolution and completion of your transaction.\"

There was no swift resolution of either transaction, the last of which completed on 1\/8\/24.

On 5\/11\/24, I finally received details of the swift resolution, \"Throughout the process, there were notable delays in handling your queries on the management pack, lease extension, and the transfer of the legal charge. Additionally, we understand that you experienced a lack of response from our conveyancer, leading to repeated chasers on your part and delays in addressing essential matters, such as the lease extension. It’s clear that the team did not meet your expectations in providing the prompt responses and updates you rightfully deserved, and I apologize for this lapse.\" I was advised that findings had been escalated to senior management, & I would be updated on compensation & resolution. I still await an update.

#3 - I informed Muve early April that my parent\'s purchaser\'s mortgage offer would expire on 7th May. Muve made no effort to progress the transaction before this date. They did not acknowledge the possibility, or the unlikeliness of this being achieved, instead ignoring instruction to work to this date & failing to provide any updates. With the buyer threatening to pull out, & a conveyancer refusing to communicate, I was admitted to A&E with chest pains & shallow breathing brought on by stress. Despite being aware of the impact of their poor service on my health, Muve continued to ignore my brother\'s requests for updates & urgency. There was no interest in my health. No attempts to expedite. No acknowledgement of their role in a truly scary moment of my life.

#2 - Despite informing Muve on 5th January 2024 of a Legal Aid charge on my parent\'s home, I had to email on 7 further occasions to query what was being done. I emailed: 11.01, 25.02, 19.03, 21.03, 22.03, 05.04, 15.04, and then on the 16.04, I was asked what the charges were, & whether they related to an outstanding mortgage, despite having confirmed several times there was no mortgage.

I sent over 100 emails to Muve, though rarely received answers to my questions, advice, or anything demonstrating they\'d followed client instruction. I would estimate I called Muve around 150 times. Which brings me to #1...

Because they don\'t respond to emails, you have to call. But your conveyancer doesn\'t have a direct line. You get sent to a call centre. You wait with their really annoying hold music for 4 minutes for a person to answer. Then they insist on asking you the same questions every time. Your name. Your property postcode. Why you are calling. I am calling again Dwayne because your colleagues don\'t respond to emails & i\'m pretty unhappy. \"I\'ll transfer you now, have a great day\". I will have a great day when I never have to deal with Muve again.

I reckon if you include time on hold, I probably wasted in the region of 60 hours on the phone to Muve. In one call I was on hold for 34 minutes in total.

Cory Doctorow coined the phrase \'Enshitification\' - \"a pattern where online platforms start by offering high-quality products to attract users, then degrade those products to prioritize profits over user experience\". I reckon Muve is a case study.

I could go on. But please, heed this advice: Save yourself. Save your time. Save your health. Save your money. If it costs more, whatever the difference, it\'s worth it.