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Business Profile

Real Estate Services

Move, Inc

Complaints

This profile includes complaints for Move, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Move, Inc has 3 locations, listed below.

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    • Move, Inc

      Westlake Village, CA 91362-9500

      BBB accredited business seal
    • Move, Inc

      30700 Russell Ranch Rd # 1000 Westlake Village, CA 91362-9500

    • Move, Inc

      7499 E Paradise Ln Scottsdale, AZ 85260-1690

    Customer Complaints Summary

    • 128 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2025

      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.
      Good afternoon -I was mislead by disceptive marketing practices. Instead of receiving exclusive, pre-qualified leads, I have received very poor lead quality and abyssmal customer service when attempting to address my concerns with the quality of the products and services I was *********** March 2025 I purchased Realtor.com's Listing ToolKit product after being advised by a customer service *** that I would be receiving numerous exclusive, prequalified seller leads. This has proven to not be the case. So far, I have received very few "leads" of very poor quality. Below ***resents the "leads":***** - not a valid lead - never intended to sell her home and believes someone stole her identity. Also stated she was bombarded by realtors contacting her to sell her home ******* - not a valid lead - invalid phone number, not the owner of the property listed ****** - unable to connect via phone or email - unresponsive to several attempts to contact ******* - stated multiple realtors contacted her On Wednesday, June 18, I contacted Realtor.com via phone and requested that my subscription to UpNest/Listing ToolKit be canceled, as I was lead to believe I would be receiving exclusive leads. As it turns out, these are not even leads. I was told that my request was submitted and a care agent was unavailable to confirm the cancellation on June 18 but would follow up with me when Realtor.com reopened on June 20. I called on June 20 and remained on hold for 46 minutes before giving up.The lengthy wait time to speak with a customer care *** confirms my concerns with the Listing ToolKit product. Hours later I did finally receive a call back from a *** who informed me she was unable to assist and provided me with Stefanies ******* phone number. I called ******** on June 20 and received her voicemail. I left ******** a message and included her on an email stating my concerns. I am requesting a full refund and immediate cancellation of my subscription. Thank you.

      Business Response

      Date: 06/26/2025

      Spoke to customer and assisted with account
    • Initial Complaint

      Date:06/04/2025

      Type:Product 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 paid for REALTOR.com's services beginning February ************************************** the amount of $379.58. In October 2024, I was told my services would not continue as REALTOR.com had the option to do this based on zip codes, policies, etc. I was not charged for November or December. I never received any other notification. I thought I was done until I realized I was being charged again starting in January 2025. January I was charged a prorated amount of $59.73, February - present I have been charged $112.00 a month. I have had numerous conversations and email conversations trying to resolve this matter. The amount of time I have spent on this has been ridiculous. I have to wait on the phone for 45-hour + and then emails have come from one person but with different email addresses which makes it look very suspicious. I was told the original *** would reach out to me and they never did. Please note the attached email saying I should have received emails ***** days prior to renewal and then an email after renewal began with a 30-day ***** period to cancel. These were never received and I have requested those to be sent to me and they have not been sent.

      Business Response

      Date: 06/09/2025

      ***** to customer and offered 50% refund, which she accepted

      Customer Answer

      Date: 06/10/2025

       
      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.  This does not mean I agree with the decision as I believe I was due 100% and that realtor.com acted fraudulently and that best practices were not followed.  I will not recommend realtor.com to anyone o know nor will I work with them again.  Its very unfortunate because this company has potential. 

      Sincerely,

      ******** *****
    • Initial Complaint

      Date:05/23/2025

      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 am very disappointed in Realtor.com. In February of 2025 I signed up for exclusive non shared leads and have since in the last 3 months spent around $5000 with them. To start, the first months transaction, even though I had a 50% split with my mortgage lender partner, they overcharged me by $714 and when I asked what happened with the extra payment they said the remaining payments would be reduced; the remaining payments were not reduced, only the second months payment was reduced by about $100 and actually the payment the month after increased by about $20 for both me and the mortgage lender monthly. They could not assist me in any other way regarding the extra payment that was taken from my bank account. I was willing to look past it at the time and give them a chance but for the last 3 months I have not gotten a single viable lead. Most are already either working with an agent or do not respond at all even after multiple attempts, leading me to believe that realtor.com has zero nurturing for these leads. These connections are advertised as non shared exclusive leads but I have personally witnessed the leads being shared with other agents, and customers Ive been connected with have told me they have been connected to other agents for the same property. I also am not receiving the amount of leads per month I signed up for. Each month averaging 2-6 leads less than expected on paper, and much less in actuality, because half the leads in the last month have been for the same auction listed for $1 asking questions and not willing to look at any other properties. Absolutely ridiculous. I also was not told that I apparently dont have ANY right to cancel these leads, and they want me to keep paying for them for another 9 months. I would like a refund and to be able to cancel my leads and stop being charged monthly for these dead end leads.

      Business Response

      Date: 06/03/2025

      Asset has been cancelled and past due cleared.
    • Initial Complaint

      Date:05/09/2025

      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.
      I have tried repeatedly to get a resolution to a Realtor.com listing with inaccurate information for **************************************. MLS# U8246982. Realtor.com does not respond to real estate agents and refuses to update the listing with the Foreclosure information. This property is four parcels and is in foreclosure with a sale date of May 20, 2025, at 10:00 AM. I have included the information below and attached the Foreclosure notice signed by the Judge which indicates the Public Sale date scheduled for May 20th, 2025. t can also be seen by going to the *************** web site at:***************************************************************** Case Number: ********CI Book/Page: 23127/389 Instrument Number: ********** Sale Date Scheduled: May 20, 2025 10:00 AM I have attached the Foreclosure Judgement signed by the Judge and Foreclosure date scheduled for May 20th. This Realtor.com listing needs to be updated with this accurate information.

      Customer Answer

      Date: 05/10/2025

       

      ******* ******

      Business Response

      Date: 05/27/2025

      This listing is no longer on the market and therefore not on the site

      Customer Answer

      Date: 05/30/2025

       
      Complaint: 23308350

      I am rejecting this response because that's just a convenient excuse. The information you failed to disclose was valid and the property indeed sold at foreclosure, no thanks to you.    

      Sincerely,

      ******* ******

      Business Response

      Date: 05/30/2025

      The listing is no longer appearing on the site

      Customer Answer

      Date: 06/03/2025

       
      Complaint: 23308350

      I am rejecting this response because they made no effort to update their listing after being provided with proof that the property was being foreclosed upon and still has not updated that the property was foreclosed upon on May 20th.

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:05/06/2025

      Type:Product 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.
      March, ****** *** It has been weeks now trying to reach customer service, I received a case number but response. Ive attempted to reach you multiple times by phone and email regarding the cancellation of my account, but have yet to receive a response. I am, again,formally requesting that you cancel this service immediately, halt any future payments, and provide written confirmation of both the cancellation and a refund of the most recent charge.The service I received is not consistent with how it was marketed. Upon signing up, I was sent three leads on the same dayone turned out to be another real estate agent, one was a consumer who stated he is not looking to buy or sell and claimed Realtor.com continues to share his information without consent, and the third lead (advertised as a warm phone handoff) was not a concierge transfer at all, but rather an autodial with no agent from your team involvedand no one answered.After receiving no further leads and realizing this service was not as described, I requested cancellation. Only then did I receive two questionable leadsboth of whom do not own the properties they were linked to. Additionally, I received a buyer lead, despite this being marketed as a seller lead program. Since then I am receiving BUYER leads when I was supposed to receive seller leads.This is not the service I agreed to, and I have ceased all further outreach, as the information provided is not reliable.Please cancel the service, stop all future payments, issue a refund for the most recent charge, and confirm in writing that this has been completed. I expect a response today, as it has now been over two weeks without resolution or adequate customer support.

      Business Response

      Date: 05/19/2025

      Spoke to customer 05/06 and advised would process cancellation and refund of last payment.

      Customer Answer

      Date: 05/19/2025

       
      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:04/28/2025

      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.
      I would like the pictures of the inside of my home removed from the internet. I have sent two separate requests regarding this - and have not heard back from either. I own this home, and no one else should have access to it.

      Business Response

      Date: 04/29/2025

      Spoke to customer and advised images had been ***********************
    • Initial Complaint

      Date:04/16/2025

      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.
      Realtor.com has sent me terrible leads and then tried to tell me Im not paying for leads but Im paying to communicate with people. 8 consecutive leads were real estate agents trying to schedule appointments to show listings. The 4 leads preceding that were neighbors complaining about the ****** tenants, the grass being long, the house being overpriced etc. ****** ***** the retention manager called me and threatened that they would send my account to collections. I explained that I never signed anything with them and then he proceeded to tell me that my verbal agreement with Realtor.com was legally binding. How could this be so when they never stated so and never expressed all of the stipulations of this imaginary agreement. Stay away, the quality of this company has declined rapidly in the last 2 years. If youre interested in putting together a class action lawsuit please contact me at **************. Between the co-broke leads and opcity and realtor.com keeping a percentage I can almost guarantee we would win.

      Business Response

      Date: 04/21/2025

      Spoke to **** and assisted with account concerns
    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair 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 own a real estate brokerage and have been a member of Upnest/Realtor.com for many years. Since Realtor.com bought Upnest, they have attempted to extort me for money saying that customers have "seen my profile on their site" and therefore I owe them a 30% referral fee on any customer that viewed my profile even when we've submitted a ton of evidence to show 1) I didn't close the customer and that another agent in my large office did and 2) that the referral was from another source, well documented, and that referral source was paid a referral fee for providing that agent with the referral. Rather than speak with me to resolve the issue, they sent me to collections -- a first in my 42 years. I am at a loss for how they treat their customers who have paid them a lot of money over the years and have requested a call back numerous times but they fail to confront the issue that I've provided an abundance of proof showing my position. We are now initiating legal action and have reached out to news media to shine light on this scam as it's occurring across the country.

      Business Response

      Date: 03/21/2025

      Spoke with customer and assisted with account

      Customer Answer

      Date: 03/21/2025

       
      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 as long as other similar attempts are not perpetuated against me. 

      Sincerely,

      ***** *******
    • Initial Complaint

      Date:02/22/2025

      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.
      I had purchased leads from realtor.com for 3 or 4 years now. On 2/21/25 I received an email with no explanation other than I was being refunded part of my money. When I called I was told the zip code I had purchased was being discontinued. Well I did not believe this and put a realtor.com inquiry in to find out a new brokerage had just picked up that zip code for leads. This is completely unacceptable and horrible business practice.

      Business Response

      Date: 02/28/2025

      Working with customer directly to address concerns
    • Initial Complaint

      Date:02/17/2025

      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.
      I paid for realtor.com for 2 months with no return. I was told that it would help my business. Then when I called to complain I was made to feel like it was my fault.

      Business Response

      Date: 02/19/2025

      Spoke with customer and assisted with account concerns

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