Muve

Using Muve was the worst decision we have ever made. We have bought / sold many properties over the past 20 years and chose Muve based on their local office and good reviews. However, these must have been false and the work was done in Sri Lanka by staff who simply didn’t understand the English property system. Their incompetence led to extended and repeated delays which in turn led to our buyer withdrawing, even after we had warned Muve this would happen if they didn’t get on and do their job properly. To get the buyer back cost us £5,000 off the agreed sale price. We were repeatedly told everything necessary had been done, all enquiries answered, but they hadn’t been! They kept re-sending responses that had been challenged or dismissed, expecting a different outcome. We had three conveyancers and two account managers, all of whom were next to useless in terms of their effectiveness and ability. We had to intervene repeatedly, explaining what we thought it was necessary to do or say in response to the buyer’s queries. I sent over 100 emails to the last conveyancer alone and this caused us so much work, so much stress and took up so much time. We ended up dealing through the CEO, David Jabbari, who ultimately offered a £500 refund but we opted to bring this all to the attention of the Property Ombudsman instead as we wished to bring this company’s practices to light. They even failed to complete on the agreed day but didn’t tell us - we had to chase and find out what on earth was going on!! This was the most simple transaction - a rental property being sold to another landlord, no chain involved and the tenant staying in situ - but they screwed it up big time! Their portal was never updated so was useless, despite being a key marketing feature; we made official complaints following their published process but these were simply ignored until we tracked down the CEO.

Without doubt the worst conveyancing experience I've ever had. Nothing happened unless I chased. Deadlines and promises meant nothing. Mistakes were made in the conveyancing process, including a calculation error that meant they didn't have enough money on the day of completion. I will never use them again

Initially, I was impressed with their client portal to keep me up to date. The whole process took longer than expected and, several times, they were very difficult to get hold of. Their office was shut due to Covid for a couple of weeks and the solicitor handling my case went on holiday with no one else dealing with my case. At least a month went by with no contact from them and no updates. Towards the end, my assigned account manager never responded to my emails. As I bought a house in Scotland, the purchase was handled by Scottish solicitors. The difference was like chalk and cheese. Overall I was very disappointed by Muve who made an already stressful process even worse.

I had an awful experience with Muve. After engaging them in August 2021 I had no contact with the solicitor assigned to me until December, despite constantly calling to inquire about the case. It was only then, when reminded about the mortgage offer expiring, that Siyathma bothered to contact me. Trying to get information out of them was like pulling teeth and it was clear that they had forgotten about my case. After getting the mortgage offer extended, it was completed finally in February 2022. A month later, to my horror I got an email from Siyathma requesting documents I had already sent Muve. When presented with evidence I had already sent this I was asked to still send this to them- very worrying when your purchase was supposedly completed! After speaking with their feedback team back in March, I am still waiting on a phone call from Stuart Tite. Overall an incredibly stressful experience I wouldn’t wish on my worst enemy. Anne Caldera and Siyathma Muruttettuwegama were incredibly unprofessional and the latter even admitted to me she was ‘incompetent’ back in February.

Worst service ever! They made multiple mistakes during the transaction 1) My wife's name was spelled incorrectly in a few documents (trs). On the day of completion they told me that someone else's amount was transferred into my muve account which resulted in incorrect invoice and I am required to pay 492 GBP more than what was asked before. They asked me to pay the amount without asking questions to avoid paying 5000 gbp if the transaction is delayed beyond 12 Pm (proposed transaction time). Highly unprofessional. I would never recommend Muve to anyone

Awful communication, terrible customer service and impossible to get to talk to anyone. We had so many ignored emails and unanswered phone messages, and a huge list of questions about our purchase that were never answered. The entire process took so much longer than promised (we paid the extra fee for the promised 'fast-track' service and had to request a refund eventually), and was so much more stressful than it needed to be. We felt as though we were constantly sending chasers and getting no response.

Platform and onboarding was notably slow and correspondence was continuously promised over the phone and not delivered about 90% of the time (they always overpromise and under deliver). I had to phone them over 50 times to chase the status and the purchase still took 5 months, about 60% of the delay is due to Muve and about 40% due to the sellers side.

Awful communication. Changed conveyancer 3 times. Had to constantly chase. Do not use.

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Very slow to progress there solution was to pay more for speedier service although already over 8 weeks