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:08/09/2022

  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.

  We had Clutter Inc pick up our items from our home and place them in storage until out new home was complete. Once we requested Clutter Inc to return our items there were multiple items missing and several of our items of great value were damaged or completely ********** During the storage process we had the option of increasing our insurance through clutter to ***** max as stated on their business website. Once we started the claims process we were informed that the maximum amount for all damaged, lost and destroyed items was a total of ***** max instead of ***** as it still states on their website. Clutter Inc. has lost a dresser valued at ****** Destroyed a professional reference monitor valued at $10K and several other items totaling no more than $1000. In addition, during the delivery their team damaged our 30ft wall which will cost an estimated ***** to repair and paint. We requested 4 men to help during delivery and it was confirmed via chat and email, yet on the day of they only sent two which resulted in the damages to my home. So far Clutter Inc has agreed to pay a total of ***** for all items that are valued at **** and only **** to repair the 30ft wall. I would request that Clutter Inc. hold true to their agreement and pay out the following: ***** for the dresser ***** for the Monitor ***** for the damaged items (pots, tables, bed frames etc) ***** for the Repair of the 30ft interior wall Total of $8000.00

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/16) */ Clutter, Inc is a Household Moving business that provides item storage within warehouses. ****** hired Clutter to pick up and store his personal items (property) on 7/2/21. Clutter provides warehouse storage for customer personal items (boxes, furniture, etc.). 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 7/16/22 ****** scheduled the return of all of his items ***** that were being stored by Clutter via his online account portal. The final return and subsequent cancellation of ****** account was scheduled by ****** for 7/16/22. On 7/18/22 ****** did submit a claim for damaged and lost items. ******'s claims were reviewed and offers were made. The protection plan ****** selected at sign-up covers up to ********* towards damaged or lost items. Clutter does not offer a ********* protection plan; ********* is the maximum coverage available, and is the protection plan ****** selected upon sign-up. Customers cannot retroactively upgrade their protection plans after items are stored. ******'s protection plan limitation was maxed out. ****** was offered ********* for a damaged television and an additional ******* for one of 2 damaged pots, which maxed out the limitation at ********** ****** was advised any additional claims would be evaluated at ***** since his coverage was maxed out. ****** has been offered a total of ********* towards these items, and ******* towards the damaged wall. With regards to the wall, Clutter advised that this offer is based on the average cost to repair property damage in ******'s area. ****** was advised to submit additional invoices or repair receipts should the damage cost more to repair, which ****** has not yet done so. The maximum coverage limit towards property damage is ********** If ****** submits a receipt or invoice showing that it costs more than the ******* offer to repair the wall, we can increase the offer up to a maximum of ********** Please see Clutter's limited security warranty regarding the maximum protection limitations: ******************************************************* "You may purchase additional protection of either ****** or ******* in each case in aggregate per User" "If you purchase additional coverage and then at any point reach your maximum total claim amount, Clutter will immediately cancel any later scheduled monthly protection plan payments from you and default your Limited Security Warranty coverage down to a total maximum of US ***** per pound in aggregate." And finally: "damage to your household caused by Clutter's gross negligence or willful misconduct, up to a total maximum of US ***** in aggregate per User;" If you have any additional questions or concerns, feel free to email Clutter's Trust & Safety Department at ******@clutter.com. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We purchased the extended coverage per Clutter's terms on their website, which states a maximum of $2500 PER ITEM, NOT A MAXIMUM OF ******** the policy is inaccurate and misleading. Links for reference from Clutters website: https://help.clutter.com/hc/en-us/articles/XXXXXXXXXXXXX-Can-I-purchase-extra-protection-for-my-items- "Clutter protection plans can cover up to $2,500 of total item value, depending on what you choose." https://help.clutter.com/hc/en-us/articles/XXXXXXXXXXXXX-What-does-protection-look-like-with-Clutter- Clutter offers item protection that covers loss or damage, up to a total dollar amount. You can choose to cover up to ****** of item value, for a low monthly rate" All we are asking for is the items to be maxed out based on the per item cost as it states in their policy and website. ***** for the ********* ** ***** for the *********** ******* ***** for the damage to the **** ***** **** ***** for the gross ********** and ******* to our brand new home that will require scaffolding to repair. In addition we requested that Clutter provide us with 4 total people to help move our items so that we do not have damage to our home. We were assured and confirmed that there will be a team of 4 people for our move and only two showed up which resulted in the damages. Chat transcripts attached. Business Response /* (4000, 9, 2022/08/19) */ ****** has $2500 aggregate max coveage, following which, all additional items are assessed at $1/lb/item. This is the case for ******, and for every other client who purchases supplemental coverage. Per the terms of ******'s signed Release Agreement, and the terms of our Limited Security Warranty policy visible at ******************************************** "You may also purchase additional protection, such that your protection is the greater of the legal minimum price per pound or the amount of additional protection purchased. You may purchase additional protection of either $1,000 or $2,500, in each case in aggregate per User. ... If you purchase additional coverage and then at any point reach your maximum total claim amount, Clutter will immediately cancel any later scheduled monthly protection plan payments from you and default your Limited Security Warranty coverage down to a total maximum of US $1.00 per pound in aggregate." While ****** may review the signed Release Agreement at any time by logging in to the Account Portal at account.clutter.com and visiting the "Settings" tab in the top-right dropdown menu, we have attached the signed Release Agreement here as a courtesy. If ****** wishes to seek additional compensation for items damaged, Clutter recommends ****** reaches out to any third-party insurer, as storage damages or losses are typically covered under renters', homeowners', business, or umbrella insurance policies. Per our Limited Security Warranty policy, "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." To date, Clutter has provided $3,629.80 in item damage claim resolutions, of which several items assessed were assessed under the $1/lb/item liability coverage. By tapping out ******'s $2500 maximum aggregate liability coverage, and providing $1/lb/item coverage for remaining items, Clutter has met its contractual obligations. Clutter recognizes ******'s ideal resolution, but cannot honor ******'s misreading of the Limited Security Warranty policy or signed Release Agreement, as Clutter is bound to the contracts signed. ****** still has claim resolutions available at account.clutter.com/claims. Consumer Response /* (4200, 11, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The difficulty with accepting the current offer, is that we are noticing additional items are now missing... multiple boxes with various person al items, a rug, etc... I'm not sure how we are misreading "Clutter protection plans can cover up to $2,500 of total item value" Your website states it is a total item value... not in ********* as you state. In addition when you are signing up for the additional insurance your site once again states "You can choose to cover up to ****** of item value, for a low monthly rate". Again not in aggregate as you state. We chose to extended the insurance due to the number of items we had in storage. This is no longer one or two lost items, this gross negligence. Plus, the damage your staff caused at my home is not being covered in whole... why is that? As I mentioned the wall that has to be repaired and painted is 30ft high and needs scaffolding to repair and paint. How does your offer of **** cover that? More than happy to provide additional photos of my home that your team damaged. Which was caused by not sending the additional 2 people I requested multiple times. Again... gross *********** Be fair with the offer and I will be more than happy to be fair as well.

• Initial Complaint

  Date:08/08/2022

  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.

  The day before our move Clutter reached out to tell us that our move needed more men to happen in one day and therefore we needed to increase our hourly rate about $150 and hour. We agreed. The 5 movers moved us 0.8 miles and charged us about $1600. Once we started getting everything set up and moved out of the last house, we realized they damaged the physical property and then also A LOT of the stuff we did not pack. Furniture items. I've tried to work with Clutter and they have almost reimbursed me for my items (minus a nearly brand new table) but will not reimburse for any of the service charge. The time and energy I now need to spend to get things fix and replaced needs to be accounted for. I should not have to pay full price for a poorly down service that costs me more frustration after. Also, upon getting some of the reimbursement through PayPal they also set up the payment in a way in which I am "earning" income so now I need to pay taxes on the money that is to fix the items.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */ Clutter is a household goods moving company. For a fee, Clutter packs, wraps, and moves a customer's belongings from one residence to another in one of our operating service areas. ******* **** hired Clutter for our moving services on 7/27/22. While booking this appointment, **** agreed to an appointment cost of ******* per hour per mover, and received a text message confirming the need to upgrade to 5 movers due to the size of her appointment. She was advised that she had the option to keep 3 movers at a rate of ******** but that this would result in more hours needed and possibly a subsequent appointment on a separate day. She ultimately opted to upgrade to 5 movers for a rate of ******************* Based on the minimum requirement and the total hours spent packing and transporting their items (4 hours and 34 minutes), **** was billed a total of ********** On 7/28/22 and 7/30/22, **** did submit a claim for damaged and lost items. ****'s claims were reviewed and offers were made. **** was given an option to purchase in truck-protection, which she did not. This means that the protection plan defaults to *********** However, as a courtesy, her claims were evaluated based on fair value of the items claimed. She was offered ******* towards her damaged wall (which constitutes property damage which has a coverage limitation of *********** ******* towards her dining table, and ******* towards her ******* ***** She was informed that these offers are based on the average amount to repair the items in question and should these repairs cost her more, she is more than welcome to submit receipts or invoices for us to re-evaluate for a potentially higher claim offer. She was offered ****** towards her basement lightbulb (which falls under property damage), ****** towards her shoe container and ****** towards her chair cover which were all paid in full towards her total amount claimed for said items. **** has yet to accept any of the claim resolutions. Regarding needing to pay taxes out of her claim offers, this is not accurate. A settlement for a claim does not qualify as gaining profit. As such, the ****** transaction is not a taxable transaction. As **** does not gain profit should she accept the claim payments, the transactions are not taxable. We do not provide tax or legal advice, but we can confirm that if we settle ****'s claim and she does not make a profit, meaning she is not better off because of the claim, then it is not a taxable transaction. As such, it is clear in the Limited Security Warranty Policy and standard practice per the regulations as laid out in the state Tariffs. ******************************************************* If you have any additional questions or concerns, feel free to email Clutter's Trust & Safety Department at *******************

• Initial Complaint

  Date:08/07/2022

  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.

  My initial quote was **** for moving, one month of storage, and the protection plan. It was clearly stated during the initial quote process that that pick up and drop off were included. However the quoted services ended up costing almost four times that at ******** They tacked on seemingly endless fees and charges for pick up and drop off - charging both an appointment and labor fee for both pick up and drop off that were not mentioned in the initial quote. I would have not used this service if I was properly informed of the actual price. Additionally, they broke and scratched multiple items ******** ******** ********* for which I filed multiple claims since I purchased protection. They agreed to the damages and said they would send me a check in 30 days. This was a month and a half ago and I have still not received this. Finally, they lost a very large piece of furniture and have been unable to locate it - claiming they have "not found any evidence of this item being moved or stored by Clutter", despite me providing a picture of this item in the pile of items they were moving and seeing them place this item in the truck. This leads me to no other conclusion than that they stole my furniture. I would like my money and furniture back. My account email is ********************** and these interactions were from April 30 - June 29, 2022. Thank you!

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/22) */ Clutter is a full-service storage company. For a fee Clutter packs, moves, and stores an individual's items. ******* ******* has utilized Clutter's service by storing their items with Clutter from 5/1/2022 to 6/17/2022. On 4/30/2022, ******* booked a 5x5 unit at 100 max cubic feet (hereafter, cuft) of items stored, for a Pickup-Only appointment. The quote ******* received was appropriate for a maximum of 100 cuft for Pickup-Only, which does not include packing smaller items in boxes, and requires all items to be coalesced into a single room. More information on the service differences is found here: https://www.clutter.com/help/articles/XXXXXXXXXXXXX. On 5/1/2022, Clutter wrapped, packed, loaded, transported, palletized, and stored 300 cuft of items, at a 3x increase above *******' original estimate. Additionally, *******' items did not qualify for a Pickup-Only appointment, as items were scattered through several rooms. The pricing for this appointment flexed with the cuft serviced, as outlined in *******' signed Release Agreement, which reads, "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. 7. Pricing and Fees ... viii. Storage Plan Changes: Changes made to your storage plan, including but not limited to increasing the size of your plan or the duration of your storage term, may result in new labor rates and fees." On 5/1/2022, ******* received and signed a Bill of Lading document with pricing accurate to the cuft items serviced. All items taken to storage for *******' pickup have been returned. Clutter does not have record of the item referenced. Per our Limited Security Warranty, visible at ******************************************** "under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage." We encourage ******* to reach out to the building manager for the item in question, as any item that was not inventoried or otherwise taken by our team would have been left behind in *******' apartment. Clutter has a claims process for damaged or lost items, through which ******* filed claims and received compensation for any damages or losses supported by evidence, in alignment with *******' chosen Protection Plan, as well as the Limited Security Warranty and Terms of Use, visible at ****************** When a client accepts a claim, they have the option of choosing a paper check or a PayPal payment. *******' payment was sent out in 6/2022. This is the first we are hearing that ******* did not receive payment, and a member of the Trust and Safety team has called ******* to follow up, without success. We encourage ******* to contact our team directly to re-issue payment.

• Initial Complaint

  Date:08/05/2022

  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.

  My name is ****** ******, I have had a storage unit with Clutter for almost a year now. I would have liked to discuss this issue with a customer service rep or a manager but they never call or email back. Clutter is attempting to collect an exorbitant amount of money to get my own stuff back. Clutter wants to charge me a ridiculous amount of money, $26 per item you want returned plus other fees of course. I have *** items in storage,(all belongings I have purchased over the years) so it would cost me in the ballpark of ********* to get my items delivered. No one can actually afford or be willing to pay thousands of dollars to get their own stuff back, especially costumers who have the same amount of items as I do. This is absolutely insane, unreasonable and absurd .When I call Clutter an automated system picks up, I got immediately place on hold, elevator music is played, Clutter leaves me on eternal hold and never come to the phone. I am willing to pay for a delivery fee, maybe **** no more than **** which is an average charge for moving belongings back. I live in the *** ***** area and my contact information is as follows: *********************** and my **** ********************************* please, please help me get this issue resolved. Thank you in advance for your assistance.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/13) */ Clutter is a full-service storage and moving company. For a fee, Clutter packs, transports, and stores customers' belongings at a local warehouse. In order to add items to storage or remove them, the customer pays a service fee, per-item fee, hourly labor rate, or in some situations, a combination of more than one. This is all determined by the initial unit size the customer occupies with their items, their length of minimum term commitment, their level of Protection Plan (if applicable), and the type of service they require. All of their pricing information is communicated when booking their appointments, in emails sent prior to our team's arrival, and on their online customer portal. Since filing the complaint, ****** has been in touch with Clutter's Customer Experience team. They have explained to her that the per-item pricing she is mentioning is for pick-ups to add to her storage and partial deliveries. Should she wish to remove all of her items, her agreed-upon rate is a $612 service charge plus a $78/hour labor rate. This is only slightly higher than the labor rate listed in her signed Terms of Service document due to us picking more items than expected during her initial pick-up. The increase in her unit size also increases her pricing structure which she is made aware of prior to and during her first appointment. Based on this, there are no surprise costs. We are always transparent with our customers which is why we send so many emails and allow our customers to access their online account before their term even starts. This gives them the opportunity to cancel services in the event that they signed up for more financial responsibility than they realized. This is not the first time that ****** is filing complaints about terms and pricing that were made clear before they were charged to her account. If she no longer wants to use our services, she needs to schedule a delivery on her customer portal.

• Initial Complaint

  Date:07/31/2022

  Type:Sales and Advertising 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 signed a contract with ********* storage agency in August 2020. The contract terms were that I would pay ********* and have access to my stored property at a convenient downtown storage location. Since relocating to a different state, I was planning to remove my items from the storage myself. Today, I was planning to schedule an appointment to pick up my items and realized that the company was acquired by Clutter Inc. When I attempted to schedule an appointment, I was no longer given an option to schedule a visit to the location, but only a delivery option was available. I no longer have residency in ******** so I can't access my property, as no hotel would allow it. Additionally, I learned that the company has significantly increased my monthly payment from ********* to ********** without ever giving me any alert to a change of contract. The company has breached the original contract I signed in two ways: 1. My payment rate changed from *** to **** without me being notified, and I was just paying as it was automatic on my card as a utility charge 2. The contract I signed in terms of services offered also stipulated that I will have access to my property at a convenient downtown ******* storage so I can pick it up as I wish. Which is no longer available. 3. The company offered no remedy to the situation, and I have no access to my property except for a costly delivery to a third-party moving company, which is no intention of mine, as I plan to pick up items myself.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/03) */ Clutter acquired MakeSpace and sent all customers notice of the acquisition. In February, Clutter send all MakeSpace customers an email titled: "MakeSpace is changing your pricing." After the acquisition, there was a 30 day grace period where MakeSpace customers could schedule a final return and we would honor MakeSpace pricing during those 30 days. After the 30 days, customers are subject to Clutter pricing, which was communicated to all MakeSpace customers via email. MakeSpace customers are also subject to Clutter terms if they chose to continue storage with us after the acquisition. Per our terms, we do not allow customers to come to our warehouses. ******'s account was transitioned in April. We sent out an email 30 days prior to the transition. Rate adjustments are standard industry practice. As the cost of operations changes, rates changes are standard. For liability reasons, Clutter does not allow customers to come to our warehouses. Customers must schedule appointments within our service area. This information has been communicated to ******, and she is subject to Clutter terms since she chose to continue storage with us after the 30 day grace period.

• Initial Complaint

  Date:07/27/2022

  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 stored valuable original art with Clutter, Inc. (formerly *********** In ******* ***** I was sent an email asking me it two items ********* ********* which they attached photos of) belonged to me. I was advised an inventory audit had been conducted and the two ********* were located apparently apart from the rest of my stored belongings. I immediately responded yes the paintings were mine and asked to speak to someone to confirm the condition of my property in storage. I received no response. I understood that the paintings now identified as mine were ******* Now in **** ***** ******* advises me the paintings are lost and they have offered **** The injury this company has ****** me is beyond words and *** compensation is **********

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/02) */ ********* signed up for storage with MakeSpace. Clutter acquired MakeSpace and notified all MakeSpace customers of the acquisition. Prior to the acquisition, MakeSpace had reached out to ********* to notify her they found two of her items. ********* confirmed the items ** ********** were hers and the MakeSpace representative advised her they would add it back into her inventory. The two paintings were not re-added into her inventory, then Clutter acquired MakeSpace. ********* filed a claim with Clutter and we initiated a search. The warehouse could not find them, so we moved forward with payment for her claim. The claim offer is based on policy. ********* did not select an additional protection plan when signing up for services, so her account was covered at ********* Clutter increased this to our policy of ** per pound. We offered ********* ** per pound for the paintings. We have initiated another search at a different warehouse, which will be completed later this week. We have reached out to ********* to let her know the status of the search. If the paintings are not found, we have let ********* know we can discuss going above policy for her claim payment. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from Clutter on or about August 2 advising me they are aware of the BBB complaint. I was told that on August 4 another warehouse would be searching for my lost or stolen art. To date, I have received no update on the results of the search. Business Response /* (4000, 9, 2022/08/15) */ We spoke to ********* on ****** ** ***** As we stated in the phone call, we would reach out if the items were found. ********* has not received an update, as there has not yet been an update. We have assured ********* that if the items are found, we will contact her. At this time, the paintings have still not been located. If they are located in the future, we will contact ********* as ********** Consumer Response /* (4200, 11, 2022/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clutter, Inc. should contact the individual who notified me of the MakeSpace audit to inquire if the two paintings belonged in my inventory (October 2021 email). The photos of the paintings were barcoded. If I need to hire an investigator, I will. Business Response /* (4000, 13, 2022/08/22) */ We can affirm that all proper investigatory processes were followed in searching for the items claimed, and unfortunately, these items were not found. Clutter provided the maximum allowable per policy for these items, as is outlined at ****************** Should **** pursue investigatory or legal recourse, Clutter will comply in any manner required by law. The search for the paintings was inconclusive, and Clutter is no longer actively searching for these items, as the search has resolved. In the event these are located during routine warehouse maintenance, a member of the Trust and Safety team will reach out to coordinate their return. Clutter will cover the cost of the return to an address within the service area serviced by your warehouse. Please be advised, Clutter will not cover third-party expenses, such as hiring a third-party moving company. Consumer Response /* (4200, 15, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clutter has still not indicated that they contacted the employee who notified me of the audit where the two paintings were discovered outside of my inventory. A thorough investigation is not complete without contact with this employee.

• Initial Complaint

  Date:07/27/2022

  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.

  The original issue at hand was lack of service; it now prevails with lack of support to rectify the situation. After nearly two years of flawless payments to your storage center, the move from storage to my current residency was nothing short of a nightmare. Items were not properly wrapped; the plastic was closer to a toilet-papering than for transport of cherished belongings. There were several bugs occupying stored Rugs. This had never been an issue beforehand, as the venue would have objected to their being held is the facility at risk of transmission. I have now been forced to throw these rugs away, the *********** Clutters storage unit proved irremediable. I am seeking reimbursement for the following: Their inflated and hypothetical costs of move. The r fforts to double charge on grounds of "CA statute regarding transportation law," yet the CPUC states otherwise. Regarding the estimate (submitted by **** *********** I had ** items that were transported; I refuse to believe that required 3 movers. Nonethelesss, your contract is allegedly based on an hourly basis, rather than the number of movers. According to my math, the **** hours cited for my move equates to ******** Even with your "doubling" clause - Rounded up AND doubled- elated to ***** I was charged a whopping ******** No extra services or explanation rendered. I am seeking reimbursement that **** difference immediately ! I also was ************ to use Clutter based on their promissory "one month of free storage with moving" advertised on behalf of the BBB. I was never credited for this one month nor was it acknowledged in their denial of this credit (see attached). I assumed it would be recognized on the final billing and now I realize Clutter does not give a ****. I am seeking the one month of free storage as promised and advertised on the BBB website. There is more - see letter attached hereto!

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/03) */ Clutter is a full service moving and storage company. Job has filed claims regarding these issues which we have addressed within the claims. Job accepted the item claim #******** offer, and has now broken the non-disparagement agreement signed when accepting the claim offer. The charges to Job's account are valid charges. Prior to each appointment, we provide documents with estimates of costs and a release agreement. Job signed these documents which indicated the service fee for the final return would be $299 + $78/hour per mover. Job was charged $267.79 for 3.43 hours of labor during the return appointment. This is a valid charge, as our movers were on site for 1 hour and 43 minutes. Job was not charged for the third mover. One month of free storage is offered to smart storage customers that also book a moving appointment. A moving appointment is not a pickup or return of stored items. A moving appointment is moving items from point A to B, and not being stored in our warehouse. Job never had a moving appointment, so they did not qualify for the 1 month of free storage promotion. As a courtesy, we have offered Job $80 via their issue claim. Additionally, we have approved final month proration to their final bill. Per our terms, we do not offer final month proration. However, we have refunded $214.80 to Job for their final month of storage as a courtesy. Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response to Clutter in BBB In response to claims made by Clutter: Clutter's response to my BBB claim perfectly illustrates the contradictory practices and willful neglect that the venue thrives on. Their services assume ever-shifting titles that allow for different sets of rules and restrictions to prevail and consequently reserve their right to act and operate unethically. However, my situation is such that regardless of their assumed stance, Clutter is contractually obligated to relinquish these reimbursements to me. In simpler terms: The advertised one month of "Free Storage with Move" (as promoted on the BBB website itself, See attachment one) has no terms and conditions set forth whatsoever. Perhaps they fail to inform the BBB of these stipulations; I refuse to believe that the much respected and accredited stance of the BBB would allow for this form of false advertising to prevail on their site. Nonetheless, this predicament is of little value as you responded to my claim with a new title for your said services. My situation is no longer regarded as a "move," but rather a "relocation" Which then shields you from the responsibilities of your promised free month of storage. If this is indeed a relocation and not a move, then I am formally seeking that the $362.70 I was charged for your "Local Moving Services" be credited back to me. The contract (See attachment two) you furnished me with at the time of my move quantifies your services by Skillfully labeling movers as "Packers" but they are still listed under the title of "Local Move" on your behalf. Moreover, you artfully fail to list the number of movers and/or packers, Yet designate their $78/ hour service And multiply that by three. The number of movers is also substantiated above this where the services rendered has identified "van and 2 persons" and to the left of that "one additional person." Correct my math if it's wrong, but I believe that makes for THREE individuals being paid and assigned to move my belongings, despite your refusing to call it a "move" anymore. If this is not a move, I am rightfully owed $362.70 that you designate for your movers and packers to this contract. If you prefer to Resume the latter, then I am rightfully owed $358.00. Thank you to the BBB; I appreciate your ******** in this matter. I will look forward to a prompt response on half of Clutter. Regards, *** A. ****** Consumer Response /* (-5, 8, 2022/08/04) */ ***Document Attached*** Business Response /* (4000, 10, 2022/08/15) */ ***'s understanding of the difference between our services is inaccurate. We offer two products: moving and storage. *** has only had storage appointments, and has never scheduled an A to B move. A moving appointment is when our movers arrive to the customer's location, transport, and move their items to a new location the same day. Clutter is not ******* ************ We do offer one month of free storage for customers who book both a storage and moving appointment, which are different products Clutter offers. *** has never scheduled a move, only storage appointments (return or pick up). As stated previously, the charges to ***'s account are valid charges. Prior to each appointment, we provide documents with estimates of costs and a release agreement. *** signed these documents which indicated the service fee for the final return would be **** + ******** per mover. *** was charged the **** service fee and ******* for **** hours of labor during the return appointment. This is a valid charge, as our movers were on site for 1 hour and ** minutes. *** was not charged for the third mover.

• Initial Complaint

  Date:07/25/2022

  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.

  ******* lost a ***** wheel bin full of my designer boots and winter coats, scarves and other sentimental and valuable items. There is a picture of the bin and you can clearly see my 2 ******* ******** ********* that are **** each. The shoe box alone is a collector's item. I also have 2 **** Leather knee high boots both another **** each and a Free people vegan leather jacket ***** and Free People embroidered cloak ********* item in the picture) as well as scarves and more. Clutter gave me their speal that it ***** and that my bin is only worth **** The Sterilite bin alone, which I bought to store my clothes is *** at Home ****** The problem with their model is that there is no protection from internal fraud or theft. The lost/claim is so uneven and valuables are not heavy so it actually works in their favor to steal from their customers and pay back ** per pound. There is enough evidence via social media and similar *** ********** to show that this is not an isolated case, but a pattern of abuse of terms. Aside from the lost item, I was charged for storage of this large bin for ** months when it was apparently not there

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/02) */ Clutter is a moving and storage company that offers warehouse storage services. In early 2022, Clutter acquired MakeSpace, a similar company with a similar business model, and all MakeSpace customers became Clutter customers. Clutter uses a stepped storage model, and**** was in the 5x10 plan at 200 max cubic feet (hereafter, cuft). ********* originally stored with MakeSpace on 4/28/2021, and transitioned to Clutter on 4/5/2022.**** removed their items from storage in a Final Return appointment, serviced on 7/11/2022. The item in question, Bin***********, was ingested during the 4/28/2021 appointment, but was discovered missing during the 7/11/2022 return. When this bin was discovered to be missing, Clutter's warehouse conducted a search on 7/12/2022, which was unfortunately inconclusive. When signing up with MakeSpace,**** opted for a maximum liability coverage of $0.60/lb/item. This means, in the event of loss or damage, the items' fair market value is not a factor in the outcome of a claim resolution. Rather, the item's weight is the sole determining factor. When**** transitioned to Clutter, this baseline liability coverage was increased to Clutter's standard $1/lb/item. Please note, both of these are greater than the state mandatory minimum. For clients whose value of loss or damage exceeds the extent of their chosen liability coverage, we encourage these clients to file additional claims with their third-party insurer. Clutter's liability coverage is not insurance, and is not intended to replace insurance. Storage damages or losses are typically covered under renters', homeowners', business, or umbrella insurance plans. Lee filed two claims for this item, on 7/15/2022 and 7/22/2022. Initial Claim ******** received $45 initial compensation, increased to $60 compensation. Secondary Claim ******** was denied as a duplicate filing, as both claims were filed to address the same bin. The contents of a packed-by-owner bin such as Bin*********** are unfortunately unverifiable and thereby excluded from per-item coverage. Per our Limited Security Warranty, visible at clutter.com/legal/limited_security_warranty, "Under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage." Because Clutter uses stepped plans, the size of Bin*********** was not ultimately a determining factor in****'s prior storage costs. Including the bin,**** occupied 189 cubic feet (cuft) of storage, and was charged for the 101 - 200 cuft plan. Removing the bin would still keep**** in the same storage plan, so the bin alone was ultimately not an additional expense, and for this reason, storage costs are not something for which**** could be reimbursed. Per our Terms of Use, visible at clutter.com/legal/tos, in section 3D, "You agree to pay all charges incurred by users of your credit card, debit card, or other 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 (including without limitation any applicable sales tax), if any, relating to any such purchases, transactions or other monetary transaction interactions." Clutter has paid the maximum allowable for this bin per Clutter's Terms of Use and Limited Security Warranty, visible at *****************, as well as****'s chosen liability coverage. In the event this bin 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, as has been communicated to**** by Trust and Safety, with whom**** retains contact. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their standard response highlights their predatory policy. It is written in a way that absolves them of any responsibility and accountability. We do not expect a large bin full of valuables to simply disappear, especially when it is kept together in a pallet. Their policy benefits them to steal and lose things. There is no incentive for them to care or prevent internal theft or fraud. They abuse their terms because it benefits them to do so. There are many examples on BBB and SM. Someone needs to hold them accountable. The Trust and Safety also ********* **** to me ******** my bin was only 120qt. I had photo proof that it was 160qt. They have zero empathy for the loss of my valuables that is 100% their fault. Rather he kept trying to put me in my place (like the standard response shows) Normally when a company is 100% at fault, they at least try to meet customers half way. Not here, they just blame you for not getting the extra insurance and blame you for signing their terms and trusting them to do their job. Business Response /* (4000, 12, 2022/08/22) */ Clutter notes ***** ***'s feedback. We can affirm that ***'s claim was assessed in alignment with ***'s chosen level of liability coverage, as well as Clutter's Terms of Use and Limited Security Warranty policy, visible at ****************** When the *** ** vs *** ** discrepancy was brought to the Trust and Safety team's attention, the Trust and Safety team corrected this discrepancy and adjusted the claim resolution accordingly, with their apologies for their initial oversight. While we recognize that the overall claim resolution, issued in alignment with ***'s chosen liability coverage and Clutter's Terms of Use and Limited Security Warranty policy, did not rise to match ***'s ideal resolution, we can affirm that this resolution was accurate to the extent of Clutter's obligations under the above-referenced contracts. Per the Limited Security Warranty, visible at ******************************************** "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." *** still has a claim resolution available to *** at account.clutter.com/claims. Consumer Response /* (4200, 14, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The point is that their policy is written in a way to absolve them of all responsibility. Insurance is for accidents and fires and possible unknowns that should be rare occurrences. Not permission for ********** and internal theft issues they do not try to fix because we signed a one sided *********** ********** How is there customer protection if they can choose to lose anything they want and pay back so little. Most valuables to not weight that much and they clearly know that. Losing a large bin full of stuff or many other stories of loss, should be an ******** and rare occurrence and they should therefore go outside of the normal to try to make it right. But to them it is a normal occurrence that they don't even try to make better. Don't even admit their own fault just blame the customer for signing a agreement they wrote in their favor. This is ********* *********

• Initial Complaint

  Date:07/18/2022

  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.

  Clutter stored our house items during **** **** - **** ***** **** **** a request was made to deliver our stored items to our new home. **** **** the moving truck arrived and there was over ***** dollars of damage to our items due to the way the truck was packed at the facility. Immediately I filled a claim with the company and as we unpacked found other damaged items that were not due to the way I packed them. These items were ******* in ***** that were under heavy furniture on the truck. The claim process was very difficult to communicate with an actual person. There was a first level person who could only move your claim to the next level for compensation that occurred through **** or email. When you placed a call the call backs were not timely and not helpful. The claim came back at **** for all the damages that occurred while my products were in their possession. I was never asked about a protection plan. I settled at **** due to the company saying that was their final offer and nothing else could be done through an email. There was not verbal contact. I have additional claims opened for items that never were received back. There has been no communication of follow up on these items as of today. We spent ********* of dollars to store our items with the expectation that the company would be responsible for the care. ******* with this company has been difficult. Their process for ******** ****** ** ****** set up. Someone should speak directly to you. Someone that is directly handling your ****** No one in that department was available by phone. The information ******** back lack clarity surrounding the claim.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/01) */ Clutter is a full service moving and storage company. Clutter is a tech company. The Trust and Safety team that handles claims primarily communicates via email to keep a written record for liability reasons. It is standard practice to communicate information regarding claims via email to keep a written record for legal reasons. When signing up for services, *** did not select an additional protection plan. As communicated during the booking process, this leaves their account covered at $1 per pound for damaged or lost items. The claim offers are accurate per policy. By accepting the claim offers, *** agreed to the non-disparagement agreement. *** has violated the non-disparagement agreement, and the claims have been settled.

• Initial Complaint

  Date:07/17/2022

  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.

  In October of 2021, I signed a contract with ********* which was a moving company. ********* warehouses were bought out by ******* a few months later. ********* had promised that any damaged items that came delivered to my home, would be reimbursed as long as a receipt was shown and photos of the damaged property the day of delivery. Since merging with ******** my expensive furniture was returned to me damaged. I had about 5 thousand dollars worth of damages. I also had missing boxes that were never sent out to me. ******* is now trying to reimburse me 1 dollar per pound of the items that were damaged instead of reimbursing me what I spent on the items which I still have receipts for. I am not accepting this. I now had to purchase new furniture to accommodate my home.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/01) */ Clutter is a full service moving and storage company that acquired MakeSpace in 2022. **** was notified of the acquisition in February. **** did not choose an additional protection plan with MakeSpace, so their inventory was covered at ***** per pound under MakeSpace terms. Clutter has increased this to $1 per pound per our terms. The claim offer for ****'s claim is accurate based on policy, and is more than what the offer would be under MakeSpace's ******** policy. We have been in contact with **** to resolve this. Since their account is delinquent $946.59, we cannot make an offer above policy as a courtesy. The offer will remain the same per policy as long as the account balance is delinquent.