I am attaching our email conversation. As I explained to the client, our policy on Rebates or Cash vouchers is to send them out to customers AFTER we have received payment from the apartment community. It is in print on our FAQ's page and in our Terms and Conditions page, as well as...
other places on our website and in our emails. To date, we have not received payment.Here are the exact words from our website addressing our "advertised" policy on rebates.FAQ page: http://[redacted]Q. What is a Rebate and when is it paid?A. Rebates, checks, are sent to qualifying customers once Moveforfree receives payment from the new apartment community. This process can take weeks to several months depending on the payment policy of your new apartment community. The Rebate amount depends on the Level of qualification. From Terms and Conditions page: (http://[redacted])Rebates are paid after Moveforfree.com receives payment from your Apartment Community for your referral.)From How does it work page: (http://[redacted])If a customer requests a Cash Voucher (essentially a rebate), then, Move For Free will send out a check to the client once Move For Free receives payment from the Apartment Community. This can take anywhere from 30 to 90+ days depending on when the Apartment Community pays the referral commission. Some communities wait to pay referral commissions until a client has paid 3 full months of rent. His apartment community has not paid yet. So, as per policy, the Rebate (or Cash voucher) will not be mailed until such time as we receive payment from his apartment community. Now to address a quote he alleges that supposedly Moveforfree quote him:"it might be your fault we haven't paid you" this is totally false and misleading. My exact words were "Maybe you should contact them to make sure all rent and other contractual obligations are fulfilled as this is could be the reason for the delay." Please see the attached email chain to verify. I was in no way saying it was his fault and my quote was nothing like his alleged quote. Now to address his allegations. 1. "after misleading me to use their service and use their apartments" This is inaccurate. We did not force him to register an account on Moveforfree.com, we did not force him to use our services. He made a conscience decision to register and use our services and as an attorney, he probably should understand that.2. "I was told I was to receive the voucher 45 to 90 days after move in" This is inaccurate as well. I sited 3 different areas on the website that disproves this above and our site gives an estimate. Also, emails indicate the same verbiage estimating the average time. 3. Next he indicates we "lied and cheated" him. This is also not true. Once Moveforfree is paid, the customer will get paid. The problem is that he will NOT get $100 as he indicates, he was told by Debbie, his locator that he qualified for our Lead level (see http://[redacted]) which indicates a $50 rebate, not $100. I realize the customer is upset and I am committed to resolving this issue ASAP. We are contacting his apartment community to find out when we can expect to receive payment. I will have his rebate expedited once we receive payment. Thank you, [redacted], President
Complaint: [redacted]
I am rejecting this response because: both managers have and are stating hat I listed Move For Free as the referral. Move for Free was never removed. The problem is that my agent dod not follow up with the paperwork needed ro attain my refund
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I did not get the wrong company to file a complaint for. Yes moving company lost my pieces but I did signed up my move through moveforfree.com and I did not have a choice to pick the movers. So every transaction was with moveforfree.com. When I found out about missing furniture, I sent email to [redacted] at moveforfree.com and she forward that e-mail to another person and no one response to my e-mail and phone call for two weeks. (I have all my emails to back up). and when I finally e-mail to Revdex.com and now everyone is trying to take care this issue. My issue with movefree.com is that they seems like they did not care and I have no information to handle the issue and they did not help me at all. MY MOVE WAS OCTOBER 10TH AND FINALLY SOMEONE FROM MOVING COMPNAY CALLED ME ON NOVEMBER 7TH. That is a fact! I am still upset about them but the moving company is finally helping to resolve the issue.
Regards,
[redacted]
This is simply not accurate. First, Freddie with 24/7 has setup a meeting with the client to fix his bed on Monday of next week. They have been in contact with the client the whole time. The missing item was unloaded (moving company states that customer actually help unload this item) and it went missing. The moving company did not have the item, and knows it was unloaded. However, they are taking care of the issue at their discretion and Moveforfree.com's request even though there is no proof of fault.Second, here is a disclosure on our website's FAQ page that Moveforfree.com is NOT a moving company.Q. Is Moveforfree a moving company? A. No, Moveforfree is not a moving company. Moveforfree is an Apartment Locating Company.Since we are not a moving company, we have contracts with movers. In that contract the movers must settle the claims according to TxDMV and Moveforfree.com must give the moving company an opportunity to settle the claim.Third, Moveforfree.com has been in contact with the client. [redacted] and [redacted] have both been in contact with the customer. And, the first time I received a response from the customer, I answer him late in the evening.I received an email from the client the day before he filed a Revdex.com complaint and I answered his email in the evening at 7:49pm. He still filed a complaint the next day. I said we would be happy to assist in any way.Here is the email exchange--------------------------------------------------------Fri 11/6/2015 7:49 PMTo: [redacted]We do not own the moving company and they are responsible for any damages, claims, etc, as outlined by the Texas Department of Motor vehicles. We will be happy to assist in communicating your claim with the moving company but we have no involvement in moving or taking possession of your items; this is the sole responsibility of the company that actually moved your items. Because of this, we cannot confirm or deny what items were actually moved or not as Moveforfree never had possession of your furniture or belongings. If you are not satisfied with the moving company's response after filing your claim we suggest you contact the TxDMV and file a police report. Thank you, [redacted]Moveforfree.com/Multifamily Relocation Services9002 Western ViewHelotes, Texas 78023[redacted] direct[redacted]210-691-3178 faxwww.moveforfree.comFollow us on:www.facebook.com/moveforFREEwww.twitter.com/moveforfreewww.linkedin.com/compa...⇄ On Nov 6, 2015, at 4:16 PM, [redacted] <[redacted]> wrote:[redacted],I am sending this e-mail to let you know that I still have missing furniture pieces after my move last month. [redacted] has not been able to help to resolve this issue. Please have someone to recover or replace my missing furniture pieces asap. See attached photos for your reference.[redacted]------------------------------------------------------Fourth...⇄ I have followed up with the moving company. They have been in contact the client on numerous occasions. This claim will be settled, but it does take time. According to TxDMV: http://www.txdmv.gov/motorists/consumer-protection/dont-make-a-moveDamage ClaimsIf you have a dispute about the charges or loss/damage to your goods, you must first file a written claim with your mover within 90 days of the delivery date. You must include enough information for the mover to investigate your claim along with any specific monetary amounts requested or other type of compensation you are seeking. If your mover does not receive your claim on time, your claim could be denied. If your claim involves damaged goods, you should preserve the containers along with the damaged goods so your mover [redacted] inspect them.Your mover has 20 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement offer. Your mover has the right to inspect containers or damaged goods within 30 days of receiving your claim. If you are not satisfied with your settlement, you can contact the TxDMV for mediation or you [redacted] pursue the claim in a court of law (some counties require mediation before you can pursue your claim in a court of law).MediationMediation is conducted by a neutral third party and coordinated by TxDMV at no cost to you. Ideally, mediation will be held by telephone conference, by written submission or in person at TxDMV facilities in Austin, Texas. If mediation is unsuccessful, you [redacted] pursue the claim in a court of law at your expense.If you wish to file for mediation through TxDMV, please download our form and submit your request within 30 days after the mover has responded to your claim with an unsatisfactory offer or a denial of your claim, or 90 days after the date you submitted your original claim you have not received a response from the mover. ---------------------Fifth, I followed up with an email to Mr. [redacted] last week asking him how the claim was proceeding. Finally, to recap. The claim does take time, and, it will be settled. If we can be of service, then, let me know. But I will reiterate what I wrote on the last response as it is the truth whether it is believed or not:Moveforfree.com contracted 24/7 TEXAS MOVERS INC. to
complete the move. They are a separate
company. We have spoken to the owner of
the moving company, [redacted] who tells us that he has spoken
with the customer several times. MoveForFree.com will follow up with Mr. [redacted] until the claim is
resolved. We have insisted that he needs
to make a personal visit at the customer's location to resolve this issue. Although this complaint is filed against the
wrong company, we take this issue very seriously and will make sure we do
everything we can to assist Mr. [redacted] in the process. The claim should be settled next week to Mr. [redacted]'s satisfaction. If not, he can contact me and I'll be glad to make it right.
Complaint: [redacted]
I am rejecting this response because: Please speak with [redacted] (Assistant Property Manager) at [redacted] apartments ###-###-#### .She has confirmed that MFF was never removed. Additionally, please read the emails from your company validating my registration. They never received the paperwork needed from your company.I have contacted The manager at my current Property. They have changed ownership since I moved.. They have Confirmed That They Are Pulling My File. I am assured that your company is continuing to provide me with runaround IN LIEU OF RESOLVE.
[redacted]
I am attaching our email conversation. As I explained to the client, our policy on Rebates or Cash vouchers is to send them out to customers AFTER we have received payment from the apartment community. It is in print on our FAQ's page and in our Terms and Conditions page, as well as...
other places on our website and in our emails. To date, we have not received payment.Here are the exact words from our website addressing our "advertised" policy on rebates.FAQ page: http://[redacted]Q. What is a Rebate and when is it paid?A. Rebates, checks, are sent to qualifying customers once Moveforfree receives payment from the new apartment community. This process can take weeks to several months depending on the payment policy of your new apartment community. The Rebate amount depends on the Level of qualification. From Terms and Conditions page: (http://[redacted])Rebates are paid after Moveforfree.com receives payment from your Apartment Community for your referral.)From How does it work page: (http://[redacted])If a customer requests a Cash Voucher (essentially a rebate), then, Move For Free will send out a check to the client once Move For Free receives payment from the Apartment Community. This can take anywhere from 30 to 90+ days depending on when the Apartment Community pays the referral commission. Some communities wait to pay referral commissions until a client has paid 3 full months of rent. His apartment community has not paid yet. So, as per policy, the Rebate (or Cash voucher) will not be mailed until such time as we receive payment from his apartment community. Now to address a quote he alleges that supposedly Moveforfree quote him:"it might be your fault we haven't paid you" this is totally false and misleading. My exact words were "Maybe you should contact them to make sure all rent and other contractual obligations are fulfilled as this is could be the reason for the delay." Please see the attached email chain to verify. I was in no way saying it was his fault and my quote was nothing like his alleged quote. Now to address his allegations. 1. "after misleading me to use their service and use their apartments" This is inaccurate. We did not force him to register an account on Moveforfree.com, we did not force him to use our services. He made a conscience decision to register and use our services and as an attorney, he probably should understand that.2. "I was told I was to receive the voucher 45 to 90 days after move in" This is inaccurate as well. I sited 3 different areas on the website that disproves this above and our site gives an estimate. Also, emails indicate the same verbiage estimating the average time. 3. Next he indicates we "lied and cheated" him. This is also not true. Once Moveforfree is paid, the customer will get paid. The problem is that he will NOT get $100 as he indicates, he was told by Debbie, his locator that he qualified for our Lead level (see http://[redacted]) which indicates a $50 rebate, not $100. I realize the customer is upset and I am committed to resolving this issue ASAP. We are contacting his apartment community to find out when we can expect to receive payment. I will have his rebate expedited once we receive payment. Thank you, [redacted], President
Complaint: [redacted]
I am rejecting this response because: both managers have and are stating hat I listed Move For Free as the referral. Move for Free was never removed. The problem is that my agent dod not follow up with the paperwork needed ro attain my refund
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I did not get the wrong company to file a complaint for. Yes moving company lost my pieces but I did signed up my move through moveforfree.com and I did not have a choice to pick the movers. So every transaction was with moveforfree.com. When I found out about missing furniture, I sent email to [redacted] at moveforfree.com and she forward that e-mail to another person and no one response to my e-mail and phone call for two weeks. (I have all my emails to back up). and when I finally e-mail to Revdex.com and now everyone is trying to take care this issue. My issue with movefree.com is that they seems like they did not care and I have no information to handle the issue and they did not help me at all. MY MOVE WAS OCTOBER 10TH AND FINALLY SOMEONE FROM MOVING COMPNAY CALLED ME ON NOVEMBER 7TH. That is a fact! I am still upset about them but the moving company is finally helping to resolve the issue.
Regards,
[redacted]
This is simply not accurate. First, Freddie with 24/7 has setup a meeting with the client to fix his bed on Monday of next week. They have been in contact with the client the whole time. The missing item was unloaded (moving company states that customer actually help unload this item) and it went missing. The moving company did not have the item, and knows it was unloaded. However, they are taking care of the issue at their discretion and Moveforfree.com's request even though there is no proof of fault.Second, here is a disclosure on our website's FAQ page that Moveforfree.com is NOT a moving company.Q. Is Moveforfree a moving company? A. No, Moveforfree is not a moving company. Moveforfree is an Apartment Locating Company.Since we are not a moving company, we have contracts with movers. In that contract the movers must settle the claims according to TxDMV and Moveforfree.com must give the moving company an opportunity to settle the claim.Third, Moveforfree.com has been in contact with the client. [redacted] and [redacted] have both been in contact with the customer. And, the first time I received a response from the customer, I answer him late in the evening.I received an email from the client the day before he filed a Revdex.com complaint and I answered his email in the evening at 7:49pm. He still filed a complaint the next day. I said we would be happy to assist in any way.Here is the email exchange--------------------------------------------------------Fri 11/6/2015 7:49 PMTo: [redacted]We do not own the moving company and they are responsible for any damages, claims, etc, as outlined by the Texas Department of Motor vehicles. We will be happy to assist in communicating your claim with the moving company but we have no involvement in moving or taking possession of your items; this is the sole responsibility of the company that actually moved your items. Because of this, we cannot confirm or deny what items were actually moved or not as Moveforfree never had possession of your furniture or belongings. If you are not satisfied with the moving company's response after filing your claim we suggest you contact the TxDMV and file a police report. Thank you, [redacted]Moveforfree.com/Multifamily Relocation Services9002 Western ViewHelotes, Texas 78023[redacted] direct[redacted]210-691-3178 faxwww.moveforfree.comFollow us on:www.facebook.com/moveforFREEwww.twitter.com/moveforfreewww.linkedin.com/compa...⇄ On Nov 6, 2015, at 4:16 PM, [redacted] <[redacted]> wrote:[redacted],I am sending this e-mail to let you know that I still have missing furniture pieces after my move last month. [redacted] has not been able to help to resolve this issue. Please have someone to recover or replace my missing furniture pieces asap. See attached photos for your reference.[redacted]------------------------------------------------------Fourth...⇄ I have followed up with the moving company. They have been in contact the client on numerous occasions. This claim will be settled, but it does take time. According to TxDMV: http://www.txdmv.gov/motorists/consumer-protection/dont-make-a-moveDamage ClaimsIf you have a dispute about the charges or loss/damage to your goods, you must first file a written claim with your mover within 90 days of the delivery date. You must include enough information for the mover to investigate your claim along with any specific monetary amounts requested or other type of compensation you are seeking. If your mover does not receive your claim on time, your claim could be denied. If your claim involves damaged goods, you should preserve the containers along with the damaged goods so your mover [redacted] inspect them.Your mover has 20 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement offer. Your mover has the right to inspect containers or damaged goods within 30 days of receiving your claim. If you are not satisfied with your settlement, you can contact the TxDMV for mediation or you [redacted] pursue the claim in a court of law (some counties require mediation before you can pursue your claim in a court of law).MediationMediation is conducted by a neutral third party and coordinated by TxDMV at no cost to you. Ideally, mediation will be held by telephone conference, by written submission or in person at TxDMV facilities in Austin, Texas. If mediation is unsuccessful, you [redacted] pursue the claim in a court of law at your expense.If you wish to file for mediation through TxDMV, please download our form and submit your request within 30 days after the mover has responded to your claim with an unsatisfactory offer or a denial of your claim, or 90 days after the date you submitted your original claim you have not received a response from the mover. ---------------------Fifth, I followed up with an email to Mr. [redacted] last week asking him how the claim was proceeding. Finally, to recap. The claim does take time, and, it will be settled. If we can be of service, then, let me know. But I will reiterate what I wrote on the last response as it is the truth whether it is believed or not:Moveforfree.com contracted 24/7 TEXAS MOVERS INC. to
complete the move. They are a separate
company. We have spoken to the owner of
the moving company, [redacted] who tells us that he has spoken
with the customer several times. MoveForFree.com will follow up with Mr. [redacted] until the claim is
resolved. We have insisted that he needs
to make a personal visit at the customer's location to resolve this issue. Although this complaint is filed against the
wrong company, we take this issue very seriously and will make sure we do
everything we can to assist Mr. [redacted] in the process. The claim should be settled next week to Mr. [redacted]'s satisfaction. If not, he can contact me and I'll be glad to make it right.
Complaint: [redacted]
I am rejecting this response because: Please speak with [redacted] (Assistant Property Manager) at [redacted] apartments ###-###-#### .She has confirmed that MFF was never removed. Additionally, please read the emails from your company validating my registration. They never received the paperwork needed from your company.I have contacted The manager at my current Property. They have changed ownership since I moved.. They have Confirmed That They Are Pulling My File. I am assured that your company is continuing to provide me with runaround IN LIEU OF RESOLVE.
[redacted]