Complaints

This profile includes complaints for Clutter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  
• 

  Clutter

  19801 85th S Kent, WA 98031

• 

  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

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.

• Initial Complaint

  Date:08/26/2022

  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.

  June 2, 2022. This moving and storage company returned some of my items to me. Everything was dirty, damaged, broken, or simply stolen. They didn't wish to discuss the matter with me verbally. Instead, all communication was through email. They offered me $300 for my property. I refused it and asked them to never contact me again. I recently found out that they've been stealing money from my credit card. They charged my card more than ****** claiming that they're still storing property that I know their employees have taken and used for themselves personally. I paid this company almost **** per month for more than 17 months for their false advertisement. Everything brought back to me was not packed the way that I sent it to them. I'm contacting my state attorney general after I send this email. I'm also filing a police report locally. These are very deceptive practices and these people need to be stopped. Someone not as civil as me will commit a mass shooting upon this company for stealing personal belongings. My ******** ********* gave me a lot of things that these people stole from me. They feel justified in their actions. I feel betrayed in the most horrific way. Now I have to take off of work to file charges. It's not right to lie and steal from poor disadvantaged people who need help. My car needs repairs. I have no clothes because the employees took them all. I have no winter coats or jackets now. I just want my money returned and for these people to leave me alone. I brought a new sofa already. Now I have to buy a new bed and kitchen set plus appliances. These people took everything that I owned and ruined it. It's going to take me years to rebuild and my mother's precious jewelry I'll never have again. I'm trying to move on but them continuing to steal from me is making it impossible. I received $1,400 in stimulus monies where they got millions. Why would they do this to innocent consumers? Please help me. Thank you

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/07) */ Clutter is a moving and storage company that provides appointment-based storage pickup and delivery services. **** ******* originally stored with MakeSpace, a similar moving and storage company. Clutter acquired MakeSpace in early 2022, and *******'s account was digitally transferred to Clutter ownership on ********* ******* scheduled and received a partial return of items from storage for ********* ******* maintained that some items held in storage were returned in a different state than stored, and filed a claim to address these alleged damages and losses. Clutter issued a resolution through Claim ******** in alignment with *******'s chosen liability coverage, the Terms of Use and Limited Security Warranty visible at ****************** and the evidence provided. Clutter also opened lines of email communication to request and receive any supplemental documentation for proof of damages or loss. ******* is welcome to send any additional proof of damages or losses through this open line of email communication with the Trust and Safety team that handles claims. Several of the items ******* declared missing and stolen had remained in storage, as ******* did not schedule them through the Account Portal at account.clutter.com to be included with the delivery on ********* ******* disputes having to pay storage charges for the items remaining in storage that she did not order be returned. Per our Terms of Use sections 2E and 2F, visible at ********************** 2E. You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred. You will pay any applicable taxes, if any, relating to any such purchases, transactions, or other monetary transaction interactions. ... In the event that Clutter suspends or terminates your Clutter Account or the Services for your breach of these Terms, you understand and agree that you shall receive no refund or exchange for any unused Services, any license or subscription fees for any portion of the Site or Services, any content or data associated with your account, or for anything else, and that Clutter may be unable to complete any outstanding orders or appointments until the suspension is lifted. 2F. You will be responsible for all transport and storage charges and other associated costs reasonably incurred by Clutter while withholding or disposing of the Customer Items. *******'s Final Return of all remaining items in storage occurred on 9/7/2022. Storage charges between 6/2/2022 and 9/7/2022 are valid charges. This was affirmed through the resolution of *******'s Claim ********* Clutter actively stored these items for ******* because ******* did not schedule these items' return, and Clutter charges for services its clients receive. As a courtesy to help rectify this situation, and in exception to policy, Clutter provided a free appointment on 9/7/2022 and waived the **** appointment fee. Now that the Final Return appointment has completed, *******'s account is closed, and will not continue to incur future storage charges. ******* has stated an intent to escalate this matter to the police and to a chosen legal representative. Clutter will comply with any police or legal inquiry as required by law.

• Initial Complaint

  Date:08/24/2022

  Type:Delivery 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.

  Date of transaction: June 14, 2022 Amount of money I was quoted: **** for movers + ********** for storage Amount I was charged: ****** (has since increased to ********** Amount I've paid so far: ****** What the business committed to provide you: Packing, transporting & storing my belongings Whether or not the business has tried to resolve the problem I was first offered a *** credit, which considering this entire experience, was offensive. After publicly posting about my experience on *********, Clutter reached out to me via DM, text, voicemail, and email. After multiple times of explaining what happened, they finally offered to waive the labor fee ($263) which was also unacceptable to me. They said there was nothing more they would do and I didn't want to pay anything until I got the resolution I deserve. Account/order/tracking number: I can't find an account number. The name on my account is ****** *****, email: *******************, phone #:************* What the nature of the dispute is: I could not have had a worse experience and Clutter has refused to give me a fair resolution, so I'm filing this claim to get my belongings back from them and revise my balance. I have numerous extremely sentimental and irreplaceable items in storage with Clutter, including my dad and grandma's ashes and the only photos I have left of my family. Every other time I've worked with professional movers, they've arrived promptly and moved quickly together as a trained team. Clutter's movers arrived late and hit one of my neighbors' cars. They could not have been moving slower the entire time and only one of them was actually packing and bringing things down the entire time. The other mover (the lead) was on the phone most of the time and taking pictures of my stuff, but very little work was getting done in general. (continued in attached doc)

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/01) */ Clutter is a full-service storage company. For a fee, Clutter will pack, transport, and store a customer's belongings in a warehouse located in their service area. Prior to our arrival, Clutter customers will book an appointment online and input the items and/or rooms that we are expected to pick up. Based on the estimated cubic feet and their choice of unit size, they are provided with an estimate in a monthly fee and appointment costs for all pick-ups/deliveries. We do our best to make sure the customer fits in their estimated size, however, often times we end up acquiring more than expected. Please see the section from the Signed Terms of Service below. "6. Plan Changes I understand that under certain circumstances my plan or price may change. a. If the items to be stored exceed the space available in my plan, Clutter reserves the right to upgrade to the correct plan size and notify me of the change. b. Clutter may add new services for additional fees and charges, or amend fees and charges for existing services, at any time in its sole discretion. Any Change to pricing or payment terms shall become effective in the billing cycle following notice of such change." Prior to upgrading the customer, we make sure to send a series of text messages when they reach the 50% mark of their anticipated unit size, the 80% mark, and at the point when they've exceeded their cubic feet limitations (if applicable). We want to make sure they are aware that they are reaching their limitations in the event that they cannot afford a larger unit. At any time, the customer has the opportunity to reach out to our Customer Experience team via live chat or request a callback should they have any questions. ****** ***** contacted our Customer Experience (or CX) team to complain about our movers but never to ask about her pricing structure. Since she went from a 5x10 to a 10x10, her monthly fee and costs associated with the pick-up itself were required to increase. ****** has received a credit of $80 due to the poor experience but the main problem is that she has not been paying regularly since the start of her term on 6/14/22. Instead of submitting a claim for a review of the charges, she flat-out refused to pay. As a result, late fees were applied every few weeks to her account on top of her overdue balance. As of today (9/1/22), she owes us $1,700.76. We were in the process of preparing her items for auction until a recent agreement was reached. In lieu of having to pay her entire balance, we approached her with a one-time settlement offer in the amount of $454.61. This not only keeps her items from being auctioned but allows her to close out her account for much less than she actually owes. Based on this, Clutter has nothing left to offer ****** as this is already a generous offer. It is now up to her whether she signs the agreement for around 25% of what she owes.

• Initial Complaint

  Date:08/22/2022

  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.

  The moving and storage company clutter claims to have returned my table top on July 16th. They claim it had an individual barcode scanned and it was dropped off in************** **************************** just before **** a.m. this would have been one of the last things off of the truck; as I tipped their drivers via ***** at ***** After evaluating everything that was dropped off I realized the tabletop was missing and the legs were dropped off. I filed a claim saying it was lost as well as other damages that had happened. The claim of the lost tabletop was tied to a damaged sewing machine that I cannot claim the benefits for without claiming that they are not at fault for losing the tabletop. They say most of their claims are settled in *** business days and it took them over a month to show me that it was scanned in at the home in *************. They had no visual proof that the tabletop had its own individual barcode apart from the legs, I just have to take their word for it. This morning after 5 weeks of going back and forth they are saying that they have settled the claim and that they are not at fault. I have not once asked for one monetary retributions for my tabletop. It is very unique and has a lot of sentimental value apart from its vintage value. There is no doubt in my mind that they did not return my tabletop. Attached are all of the transcripts and email threads from my interactions with their support team.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/22) */ Clutter a************ are both companies that offer moving and warehouse storage services. Clutter ****************** in early 2022, and assumed stewardship of all of**********'s clients and**********'s clients' stored items. Though Clutter takes every precaution to prevent damages or losses from occurring, the service Clutter provides is a human service, and offers a claims process to clients who experience damages or losses. All claims are assessed in alignment with a client's chosen Liability Coverage level, as well as Clutter's Terms of Use and Limited Security Warranty policy, visible at ****************** **** ***** first utilized**********'s storage services on 2/1/2022. Clutter acquired *****'s account on 3/7/2022, and all items in *****'s inventory were returned on 7/16/2022. ***** filed a claim for the tabletop on 7/16/2022, which was assessed based on the evidence at hand. A search in our warehouse for the tabletop was inconclusive. Neither Clutter nor********** has indication enough to support that********** picked up and lost this item, and all items in *****'s storage were returned. The tabletop in question was scanned out as returned on 7/16/2022 at 7:57:19 AM EDT during the appointment window, and nothing returned to the warehouse following the appointment. Consequently, *****'s claim for the tabletop was denied. ***** has been in touch with the Trust and Safety team, who have affirmed the results of the investigation. All proper investigatory processes were followed, and unfortunately, no such tabletop could be located, suggesting this item was returned successfully as scanned. In the event this item is located during routine warehouse maintenance, a member of the Trust and Safety team will reach out to coordinate its return. Clutter will cover the cost of the return to an address within the service area serviced by *****'s warehouse. ***** has unrelated claims still pending review, and the claim for the tabletop in question is still available at *************************** Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Trust and Safety team has yet to provide any visual evidence of a barcode attached to my tabletop or that my tabletop was in the truck. After a month of back and forth communication (see email documentation), they then suddenly claimed that it was scanned in and provided a link that doesn't lead anywhere as "proof". They then claimed it was internal and I couldn't have access after all. The morning of the delivery, I received an email stating that some item wasn't found for delivery that didn't list items and they've never been able to explain that either. I have searched through all the contents delivered and the tabletop is not there. I'm willing to let the contents be searched again to show it is missing. This table has great sentimental value and I would much rather receive it back than claim the monetary value. I will not consider this resolved until I get my stolen tabletop back. I paid for the highest level of insurance possible with********** but have received nothing but roadblocks in trying to claim my missing or damaged possessions. Business Response /* (4000, 9, 2022/09/01) */ Clutter has been in contact with **** regarding this issue. We had the warehouse conduct a search for the tabletop, and it was not found. Clutter movers scan every item during a pickup and return. This information is saved to the item's history. The table was disassembled, stored as one time, but each piece (the tabletop and the legs) were given individual barcodes. Movers are not required to photograph the barcodes on the items during the intake process. We have explained to **** there are multiple items in his inventory that don't have a barcode photographed, but they do have a barcode attached. Per the scan history, the tabletop was scanned during the return appointment of ****'s items. Movers cannot override scans, which means the item was scanned on Jul 16, 2022 7:57:19 AM EDT. This claim has been escalated and reviewed multiple times. There are no discrepancies or evidence to support the table top was not returned. Consumer Response /* (4200, 16, 2022/10/09) */ ***Document Attached*** Due to some personal issues I was unable to respond in the beginning of last month, and am only now getting time to respond. This issue is not settled. There are no items I have received that have more then one bar code. Even items that were disassembled and classified as one item had separate bar codes on each piece. The company has provide no proof of delivery other than a line of text saying the scan time. I am still willing to have all my storage searched to prove I do not have this table top. This is the last of many claims I had to make with the company for this service, all of which they admitted fault in (see attached). After months of going back and forth over emails they are quite simply not looking into the issue and calling me a liar. They have not shown any physical or visual evidence the table had its own bar code or was dropped off. It seems to me even if it was scanned at the drop off site it did not come off the truck. It is very unique, possibly one of a kind, and I can't find a good example of a monetary value of the table top anywhere online to put a dollar amount to the table top. It also has great sentimental value and I just want it back.

• Initial Complaint

  Date:08/22/2022

  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 hired Clutter, Inc. for a move on August 12th, 2022. During the move: > The movers took twice as long to move far less items than any movers I've ever hired. > I watched the movers drop several items. They said they took pictures and would document the damage. This does not appear to be the case. > The movers were careless and did not use pads on a hardwood floor. This resulted in substantial damage to my last unit. The most recent estimate is over ****** in repairs. > Clutter takes pictures of each item, however, my movers did not do this or I am missing at least the following expensive items: i. A new ****** sound bar worth over ***** ii. A collection of art work (signed concert posters, rare limited edition concert posters) worth well over $800 by my recollection. > The packing I observed was rough and ********** I am afraid to see the condition of the items when I receive them back. Following the move: > Clutter does not have a customer support number where I could speak with a live person. They request you to submit written requests with either a call back, email back, or live chat option. > They ask to file claims online with photos. I did this on the day of the move and the day after when I did a walkthrough with my landlords. They say a response is expected 5-7 business days after a claim is submitted. That was August 12th/13th. It is now August 22nd. > Clutter has been near impossible to reach. At one point I was trying daily to speak with someone. I did get a call back once at something like 8am from a blocked number with no call back instructions. I was finally able to reach someone once. They told me they would have someone call me and the claim would be resolved by the end of the week. > I have spoken with someone over chat who said I would get an answer by August 17th. This did not happen. They did tell me that the claim amount was changed to my latest quote. > My last chat I was blown off and the person was very *****

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 8, 2022/09/16) */ We acknowledge *****'s feedback. Clutter is a full service moving and storage company. ***** scheduled an appointment to have his items picked up and stored on 8/12/2022. ***** has had his item in storage with Clutter for 35 days. When items are in storage with Clutter, customers have the ability to add items to storage, remove items from their storage, and manage their item inventory via an online account portal. On 8/12/2022 and 8/13/2022, ***** filed claims for the property damage he reported. ***** has spoken to several members of our support team and received professional responses. Several of *****'s items were packed prior to our arrival. Since these were not individually packed and sealed by Clutter, our team photographs the container only. These images are visible within the customer's online inventory page. Clutter takes full responsibility for the property damage and has made offers which ***** accepted on 9/2/2022. We acknowledge that resolving the claim took longer than expected. On 9/3/2022 ***** filed lost item claims for a *************** and several artworks. A warehouse search is currently being conducted and a full investigation will be completed.

• Initial Complaint

  Date:08/22/2022

  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.

  Clutter offers a service where they drop off storage items. We stored my son's dorm room items over the summer. We scheduled a time for them to drop off the items and unfortunately due to the time change in traveling from the west coast to the east coast, my son slept through his alarm and missed the delivery driver. They are now refusing to return our items to us until the next available delivery time which is in 3 weeks. I will be charged a fee for missing the appointment which is acceptable. Waiting 3 weeks is not acceptable for them to keep our personal items when we have an account in good standing. I have offered to come pick up the items and they will not allow that. I feel like they are unlawfully withholding our personal items without good cause.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */ Clutter is an appointment-based moving and storage service whose clients interact with their storage through pickup and delivery appointments. Clutter requires at least 48 hours' notice for appointments, and all appointments are subject to local operational availability on a first-come-first-served basis. On 8/22/2022, ******'s son **** had a return appointment of all items from storage, to aid with his college move-in. However, when our team de-palletized, unwrapped, loaded, and transported ******* items to ******* residence, **** did not respond to our repeated efforts to contact ***** as **** had slept through our team's efforts to contact him. As a result, the appointment was canceled as a no-show, and ******, whose card is the primary card on the account, was automatically billed the no-show cancelation fee. When this occurred, our team had to unload, re-inventory, and re-palletize ******* items for storage. Beside the unexpected operational strain, this is process that takes time and must be completed for proper inventory management before these items can be re-ordered. Once these items were available to order again, ****** and **** booked a return appointment at the next soonest available date, on 9/11/2022. ****** was initially informed that no sooner appointment was available, as Clutter was servicing other clients' appointments in the interim. When a cancelation opened up a spot before ****** and ******* preferred cutoff date of 9/1/2022, a member of our Trust and Safety team reached out to ****** and **** to provide them with a sooner appointment. Currently, ****** and **** are booked for an 8/27/2022 delivery, and it is our sincere hope that **** meets with our team at his designated time. Because we are providing the desired operational solution ****** and **** were seeking, Clutter considers this matter resolved, and we look forward to meeting with **** on the morning of 8/27/2022. Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is representative of the ***************** of this business. Their accounting of events is not accurate, and their tone is immature and degrading. "It is our sincere hope that **** meets with our team at the designated time." What is this? When he missed the original appointment, he had traveled on the red eye from the west coast to the east coast the night prior and he was jet lagged. Him ******** through the appointment was a simple and understandable mistake which we paid the fee for with no contest. In their response they detail how inconvenienced they were in **** missing his appointment. We have accepted responsibility for his missed appointment, and we have paid the agreed upon **** for the missed appointment. While we are apologetic for the error, it is a part of doing business and they should not be complaining about doing the things they were paid to do. Missed appointments are part of life and they should be accepted as a part of conducting the business they have chosen to run. Our BBB complaint was about retrieving our items AFTER the missed appointment, their response not only did not address this, but they are also not being truthful in how events transpired. We had one *** storage unit that was only *** full. I am enclosing photos of what we stored. So, to claim their team was incredibly inconvenienced in transporting the items is simply untrue. "Our team had to unload, re-inventory, and re-palletize ****'s items for storage. Beside the unexpected operational strain" What is this? Our items were 4 bags of clothing and bedding and a few plastic drawers. It was not difficult to move. When I contacted them after the missed appointment, I was understanding that arranging a delivery might be difficult. What I wanted was an alternative way to pick up our items. I can understand not allowing us access to their warehouse, but I feel the company should have a protocol in place to retrieve smaller items such as ours. It would not be difficult to leave them in a business office where we could go and pick them up. When they made it clear we could not access the items, I had to purchase new bedding so **** had the basics he needed to sleep in his dorm room. After I took the time to purchase new items I kept trying to get his items back in a timely manner. I got nowhere with their customer service. I called and chatted multiple times with their representatives and was told there was no way to access our items. The only resolution they could provide was that I keep checking their website for a cancelation. It was then that I started writing online reviews and contacting the BBB. I felt it was unlawful to hold our personal items for three weeks when we had an account in good standing. It was only AFTER my Yelp review that we got a phone call to reschedule for 08/27/2022. In that phone call they mentioned the Yelp review and implied if they got us our items earlier, would we consider revisiting the review. I was inclined to do that until I received this response to our BBB complaint. I am truly insulted by its tone and content. Their response to my BBB complaint is written as if they reached out on their own. Nothing could be further from the truth. I had to take my complaint public to get their attention. They told us they would be to **** at **** am on 08/27. They arrived at ***** am. We are happy to have our items back, but our complaint is still important for the BBB to consider in warning other potential customers about the deficiencies with this business. Business Response /* (4000, 9, 2022/09/07) */ **** ****** was present for his 8/27/2022 appointment, which was completed successfully. Clutter operates on appointment windows. All communications for the 8/27/2022 appointment referenced a 7 am - 3 pm arrival window. Truck geo-tracking data, automated SMS history that provided start and end documents, and time punch data, shows our team arrived at 10:25:21 am ET, and completed the appointment at 10:31:49 am ET after all 9 items were successfully delivered. This start and end time falls squarely within the 7 am - 3 pm arrival window that was communicated to both **** and ******. We appreciate any feedback. ****** ******'s feedback has been noted.

• Initial Complaint

  Date:08/19/2022

  Type:Delivery 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.

  The storage company delayed my delivery date by 5 days, they had all my belongings so i was homeless for 5 days since they had possession of my entire furniture including my bed. They didnt even allow me to pick up my own belongings or offer me a hotel stay. I was living at their mercy. ************* my ******** was completely ********** boxes lost (or stolen) but i never got them. One of the boxes was a wardrobe, the box ******* ****** ***** more than *** and there compensation was **** Technically they can steal all my belongings, no *************** and then give me *** for each box. Total scam, ***************** and rip off. In one of the lost ****** i had a framed picture of my dad who ****** **** when i was ********* is absolutely ************ and i have had my ********** in a storage for almost 2 ****** How or why would my stuff be moving around to lose boxes, and destroy my *********

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/21) */ Clutter is a full service moving and storage company. ***** has already filed a claim with us regarding these issues, which have been reviewed. ***** accepted the claim offer, and has now broken the non-disparagement agreement signed. We have previously compensated a total of $500 to ***** for the rescheduling of their appointment. This is above policy, as per Clutter's terms, we are not liable for third party expenses. *****'s item claims were assessed accurately according to our terms. Clutter is not liable for items packed by the owner. ***** claimed items that were not packed and inspected by Clutter, then claimed them as damaged, which was denied per our terms. Consumer Response /* (3000, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have 2 boxes that didn't come in the original boxes. They were opened and items are missing. Additionally, I have a missing/stolen box, and they offered me *** for it. The box itself, empty, would cost more! In theory, they can steal all my boxes and give me *** for each with no accountability because that's what their terms say. Clutter, based on their terms, are ************** the theft of people that put their trust in them! Why am i being charged on a monthly if you can't fulfill the contract by keeping my items safe, ehich clearly you did not, mattress completely destroyed, and *************** *********** Business Response /* (4000, 9, 2022/08/25) */ Clutter is a moving and storage company that acquired a similar company, ********** in early 2022. ***** **** originally stored items with ********* on 8/29/2020, transitioned to Clutter stewardship in 3/2022. When signing up with *********, **** declined supplemental item damage or loss coverage, electing to receive a maximum liability coverage of $0.60/lb/item under *********, the state minimum, in the event of any damages or losses. When **** transitioned to Clutter stewardship, this maximum liability coverage increased to $1/lb/item. When **** declined supplemental item damage or loss coverage, instead electing to receive a maximum liability of $0.60/lb/item, **** waived a consideration of the fair market value of an item claimed. Damaged or lost items are never an expectation when using Clutter's services, but the service Clutter provides is a human service subject to human errors. We were disheartened to learn that **** experienced damaged and lost items, for which **** filed claims through Clutter's Claims Portal at account.clutter.com/claims. ****'s claims were reviewed, and, as with all claims filed, each received a determination made in alignment with the account's maximum liability coverage, as well as Clutter's Terms of Use and Limited Security Warranty policy, as visible at clutter.com/legal. For clients whose damages or losses exceed the maximum coverage as provided by their protection plan, Clutter encourages clients to contact their chosen third-party insurer. Storage or moving damages or losses are typically covered under renters', homeowners', business, or umbrella insurance plans. Per the Limited Security Warranty, visible at clutter.com/legal/limited_security_warranty, "The Limited Security Warranty is not insurance and should not be considered a replacement or stand-in for any kind of insurance. We strongly encourage you to purchase insurance for all of your Stored Items. ... You acknowledge and agree that the Limited Security Warranty set forth herein shall be your sole and exclusive remedy and Clutter's total liability to you in connection with any lost, stolen, or damaged Stored Items."

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 hired Clutter to store my items from Oct to Aug 2022 in a 5x10' space. I paid approx. $170/mo. When my items were delivered back 4 book boxes were open and spilled. 1 heavy wrought iron candelabra was broken & bent (value $241). 1 box of glass items clearly marked "GLASS FRAGILE" was totally crushed (value $150. A 3 drawer plastic cabinet was deformed by heat or pressure (value $40). 1 box of written work product had been lost. 50% of the boxes were gouged or torn open. It is clear to me my items were not properly or carefully stored and were gravely mishandled. I have contacted Clutter 4 times by phone, leaving a message as prompted by their customer service recording. I have contacted Clutter 2 times via email requesting a call from customer service. I have received no call and no email responsive to my complaint.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/17) */ Clutter is a full service moving and storage company. ***** signed up for storage and had her items returned back to her on August 11, 2022. ***** has reached out to us via the account portal, and our customer experience team has responded to her inquiries. ***** needs to file a claim for any damaged items. Clutter cannot issue compensation for damaged items if there is no claim filed. Upon review, ***** has not filed claims for the items she is referring to, as our customer service team has advised her to do. Once she files a claim, we will review them as soon as possible. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have filed a claim with Clutter this afternoon but I will not sign the document that states I received the items "in good condition". The items were obviously roughly handles showing disregard for their contents. I still want a refund of my monthly payments which went from ******* (Oct-March) to *********** (April-July) without change in service. I am willing to pay for the pick-up cost of ******* in Oct. 2022. Business Response /* (4000, 9, 2022/08/19) */ Clutter has a claim process through which a client can request billing disputes be reviewed. **** has filed damaged item claims, one of which was already assessed. Claims are assessed in the order in which they are received, in alignment with the client's maximum liability coverage chosen at the creation of their ********* or Clutter account, and in alignment with Clutter's Terms of Use and Limited Security Warranty policy, visible at clutter.com/legal. If **** wishes to dispute billing, **** is welcome to login to ********************claims and file a claim stating there is a billing- or service-related issue. Because **** already has item claims filed, we have no reason to believe **** is unfamiliar with the manner through which **** can file. Consumer Response /* (4200, 11, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) **********Clutter handled my items roughly for months and increased the their monthly storage fee by *** for the privilege of mishandling them. There is no recourse for refund of monthly storage fees on their website. I refuse to sign the post-delivery bill of lading Acknowledging that my order was "received in good condition... and service order was performed". The service that was adequately performed was Pick-up and Delivery labor. The storage was negligent. I want **** back **** of the total monthly storage cost from Oct. 2021 to July 2022).

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 hired clutter to move and store my property. They sent ********* ********** movers who subsequently damaged and lost my property. Their claims dept was a very difficult to get hold of and ultimately to deal with. They told me that my property could not be covered due to existing damage. There are clear before pictures they took that show the cabinet standing on all four legs. When they returned the cabinet it was missing 2 legs and scratched. They ultimately paid me ***** for property damage even though they cost me about ***** in total damage. That is the maximum their insurance will cover. The property was damaged and lost due their ********** and employing *********** movers. How do they have a license if no one there has any moving experience? I think it is wholly unfair that all their clients are left holding the bag while Clutter damages and loses property with no regard. The replacement legs for the cabinet are ****** the door they scratched is another ****** I would like to be reimbursed for damages or at the very least I would like the legs they lost to be returned so I can have them welded back on to the cabinet.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/16) */ Clutter is a full service moving and storage company. **** began storing with us in April 2021. When signing up for services, **** opted into the $2.5k additional protection plan. This additional protection plan covers items up to $2,500 in aggregate, then items are assessed at $1 per pound if their protection plan is already paid in full. He filed a claim on July 5, 2022, after receiving some damaged items. One of the damaged items was a cabinet that had prior existing damage. Clutter is not liable for damages that occur to items with prior existing damage, per our terms. We accurately assessed ****'s claims and paid out the maximum of his protection plan. We have been communicating with **** throughout this process, explaining our terms. The claim was assessed accurately, and no further compensation will be provided, as we followed policy. Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the businesses reply. Their offer to resolve was already sub par, their employees are not qualified to move furniture, they are not professional movers. They caused a more than reasonable amount of damage to my property then arbitrarily decided that there was existing damage despite there being pictures of the cabinet standing on all four legs. The rubber on the leg did not add or take away from the cabinets ability to stand on its own. Their insurance is inadequate for the amount of damage they are causing on a regular basis. Please see reviews on ****, this is a consistent act of negligence that this company was aware of prior to providing service, and has done nothing to remedy. This business is taking advantage of their clients then siting their biased policies about reimbursing for damage they clearly caused. I have asked them to return the broken legs repeatedly and they still have not. At the very minimum they need to replace the legs they broke, if they dont the repair is a minimum of $3000 and 18 weeks lead time. I can not use my property in the condition they retuned it in. Business Response /* (4000, 9, 2022/09/01) */ **** selected the ****** protection plan when signing up for services. Clutter has maximized the protection plan and paid out a total of ****** to **** for his claims. We have searched for the legs and at this time they have not been found. We have explained to **** if items are found in the future, we will contact him to return them.

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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.

  This is poor customer Services of this company and not responding too a problem that there are charging me more money for storage space and have other people storage in mind and not taking care of the problems for months with alot of excuses I'm going too take out my storage out and get my stuff out there. This company I wouldn't Recommend too no body the worst storage company ever.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/15) */ ***** has already filed a *** complaint *********** We have been in contact with ***** about his concerns since his initial *** complaint. ***** has not responded to our most recent email on August 12, 2022. We are actively working on addressing this issue with the customer.

• Initial Complaint

  Date:08/09/2022

  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.

  On July 9, my furniture was returned back to me from storage. In the process, my couch was ******** I failed a claim and clutter assessed the damage at **** worth of repairs. When I reached out to a couch repair shop, they estimated the cost to repair would be ***** which is higher than the price of the couch. I bought insurance just to be covered for circumstances such as this. ******* should find someone that can repair my couch or pay me cost of the couch to replace it. They cannot estimate cost of repairs that is not grounded on data. They completely ******* the professional estimate I shared and didn't ****** the repair estimate.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/15) */ Clutter is a full service moving and storage company. ***** signed up for storage and had items stored with us since May, 2022. When signing up for services, ***** selected the additional protection plan. When their items were returned, they filed a claim for a damaged couch. Clutter received repair quotes and made the claim offer based on repair quotes from within *****'s zip code. For liability reasons, we cannot recommend companies to use. Per our terms, "Notwithstanding anything to the contrary, Clutter shall have the right, in its sole discretion, to inspect and determine the value of any damage to a Stored Item, household, or personal effects, the value of a lost Stored Item, and whether a damaged Stored Item, household, or personal effect is capable of being repaired." Clutter has the right to determine the value of damages. Purchasing the additional protection plan does not guarantee you will receive the maximum amount allowed by the protection plan. The claim offer is accurate and assessed properly per the protection plan based on repair quotes in their area.