Complaints

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

close

Find a Location

Clutter has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a previous complaint regarding ********* dba/aka Clutter. You guys almost resolved it. Now I have an appointment to get my items returned July 17 10am-1pm and now they're telling me they can't return my items. They even made me sign a contract which should now be void since they're not returning my items and paid them $500. I've included two screenshots of the confirmed appointment, a pic of the email then saying they can't return 38 of my items, pics of the rep I spoke to where he's stating they can't return my items, pic of confirmation circled with number of items to be returned which is 48 items, pic of the receipt for $500 paid This is NOT okay. They need to return my items.

  Business Response

  Date: 07/19/2022

  Consumer Response /* (2000, 5, 2022/07/18) */ Hi I'd like to cancel this dispute. The delivery has been rescheduled for July 24. If it isn't taken care of by then I'll be refilling this report. So I'll wait until then. Thank you

• Initial Complaint

  Date:07/16/2022

  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.

  I was *********** by ******* for three months. As a result I initiated a claim with my bank. After some painful back and forth with ******* customer service, I was told that if i ended the ******************* with the bank ******** ******* would issue a refund. I ended the claim (as a result cannot open a new one). Now ******* states that the refund cannot be made because of their payment ********** They have ******* out this narrative for three weeks, and presumably would be happy to have me continue to pursue the refund ************* At one point they said that I should contact the bank to enable them to make the refund. When I contacted ***** ****** *********** ***** informed me that there is no *************** to what ******* is describing.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */ Clutter is a full-service storage company. For a fee Clutter packs, moves, and stores an individual's items. *********** ******* originally stored their items with********** storage beginning on 9/10/2015.********** was acquired by Clutter in 2022. As Clutter took over *******'s storage services from**********, ******* owes for their storage subscription costs to Clutter. Clutter bills on a monthly cycle. This dispute is about the Storage Plan charges on 4/9/2022, 5/9/2022, and 6/9/2022. Clutter charges at the start of every 30-day storage term for the upcoming billing cycle. As *******'s items were still in Clutter's possession, these charges are valid. Per our Terms of Use, visible at ********************** "By using the Services or other paid services or products provided by Clutter, you agree to the pricing and payment terms, as we may update them from time to time ... If you enroll in our storage service, you agree to a recurring payment program, which will continue for the agreed-upon subscription period and automatically renew for additional subsequent periods unless and until you cancel the Subscription Services or Clutter suspends, discontinues, or terminates them. ... You may cancel your Subscription Services at any time once the minimum storage term has been met; however, there are no refunds for cancelation for the then-current subscription period. ... When you cancel the Subscription Services, you cancel only future charges associated with your subscription. You may notify us of your intent to cancel at any time, but the cancelation will become effective at the end of your current billing period. cancelations are effective the following subscription period. You will not receive a refund for the then-current subscription period." On 6/13/2022, ******* filed Claim ******** requesting these charges be partially refunded to reflect the rate ******* originally received in a smaller subscription plan under********** than those offered under Clutter. This claim was approved on 6/19/2022, and the first attempt to partially refund the charges, as granted through the claim resolution, was made on 6/20/2022. Sometime between 6/13/2022 and 6/20/2022, ******* chose to dispute the 4/9/2022 and 5/9/2022 charges with ***** bank. ***** withdrew the funds from Clutter's third-party payments processor as part of the dispute process, preventing Clutter from providing the refunds promised through the resolution of *******'s claim. The first refund was provided on 6/20/2022 for the 6/9/2022 undisputed bill, and a refund receipt was sent for *******'s records. When the block, as imposed from the dispute process, was discovered while attempting to refund the 4/9/2022 and 5/9/2022 charges, Clutter's **************** team reached out to ******* to provide the update, and inform ******* of the steps that must be completed if the refunds were to be issued successfully. We cannot account for what ***** informed ******* before *******'s filing of this BBB post, but we can confirm that Clutter's third-party payments processor, ******, puts a block on all disputed charges until the dispute is resolved. More information can be found in ******'s developer documentation under the section titled "During The Dispute" at the following link. ******************************************************************************************************************************** **************** informed ******* that the decision to dispute the charge ultimately resulted in a block on Clutter's ability to refund the charges as promised through the claim resolution. ******* refused this information and demanded we refund monies Clutter had no access to as a result of the charge dispute process ******* initiated with *****. While Clutter empathized with ******* during this period, Clutter had no control over this timeline, as *******'s choice to dispute the charges with ***** took any action out of Clutter's hands; this became a matter to be resolved between ****** and *****. On 7/28/2022, ******* notified **************** that ***** sent ******* a letter informing ******* the funds were released back to Clutter. On 7/29/2022, the remaining refunds of ******* were refunded to *******, and refund receipts were sent to *******'s email on file. This matter has been resolved. While we understand the timeline for this matter's resolution is not to *******'s liking, and that the unintended consequence of *******'s decision to dispute the charges has delayed the resolution of these refunds by 39 days beyond the expected timeline, we appreciate *******'s patience as ***** and ****** resolved their differences so that Clutter could finally action the refunds as promised on 6/19/2022.

• Initial Complaint

  Date:07/13/2022

  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.

  I paid for storage. My item got lost. I want reimbursement for: 1/ cost of the services not rendered, 2/ cost of the items that were lost and not returned to me, 3/ emotional ******* I paid for storage with ***************** for *** months between **** **** and ******* ***** In ******* **** after moving into my apt, I realized one of my boxes of belongings was missing. They found the item on ******** **** ***** Around then, they stopped responding to my emails and calls. A month or so ago, I was able to get in touch with Trust and Safety at Clutter by posting on Twitter. They replied that they would look for the items. Two weeks later they reported the items as lost, and offered me **** I posted on Twitter, and they offered me **** but only if deleted the tweet. I paid **** a month for ** months to store my belongings, totaling ****** These payments were for services not rendered as I did not get my stuff back. I should get a refund for services not rendered. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* I have photos of many items that were lost, and links to cost to replace. There is also ********* ******* my family had given me irreplaceable personal items, I've spent hours and months trying to get them to respond to my inquiries. I'm very upset that my belongings will never be returned, particularly given that my father passed **** (and much of the personal items were gifts from him). First and ********** I just want my items to be returned to me! They are likely in a warehouse in South *** ********* still waiting to be found... and Clutter did not look hard enough. If that's not possible, **** is not enough compensation.

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/13) */ Clutter is a full service moving and storage company. Customers can sign up for storage, where they have the option to select an additional protection plan. ********, became a customer with ********* and opted out of an additional protection plan, her account is covered at $1 per pound by default. Clutter acquired ********* and sent all ********* customers notice in February of the transition. ********'s items were reported lost via a claim in ***** ***** We have initiated multiple searches to try to find ********'s boxes. Our warehouse has completed thorough searches, but cannot find the items at this time. We have told ******** that they have not been found, but if they are found, we will contact her and schedule a free delivery. Since these items were not found, we moved forward with payment. Her account is only covered at ** per pound, so the initial offer was based on the weight of her boxes. ******** has reached out to us and we have spoken about this issue. We went above policy and increased her offer to **** as a customer courtesy. Per our terms of service, we are not liable for emotional distress, and her account is covered at ** per pound for lost or damaged items. **** is the maximum we can offer to resolve this claim. Customer can accept this offer if she would like. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) My original claim explained why $*** is not a sufficient reimbursement. Business Response /* (4000, 9, 2022/07/24) */ We are disheartened to learn that offering $*** greater than the $35 owed to *******, per the terms of *******'s chosen liability coverage of $1/lb/item, and the Terms of Use and Limited Security Warranty policy visible at clutter.com/legal, does not rise to match *******'s ideal resolution. The additional $*** provision, granted as a courtesy above policy, is the extent to which Clutter will exceed policy. We hope that, though it does not fully satisfy *******, the additional $*** provided will at least approach *******'s desired outcome in a better manner than the $35 aggregate that is actually owed. Clients who, like *******, opted out of any liability coverage when signing up for MakeSpace and Clutter's services are encouraged to file additional claims with their third-party insurers. Liability coverage is not meant to replace insurance, as is clearly outlined in Clutter and MakeSpace's policies. Storage losses or damages are typically covered under third-party plans such as renters', homeowners', business, or umbrella insurance. We encourage ******* to pursue additional claims through *******'s insurer if the $*** courtesy above the $35 owed does not fully reimburse *******'s losses. Consumer Response /* (4200, 11, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) My items have not been returned to me and the compensation is insufficient.

• Initial Complaint

  Date:07/11/2022

  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.

  I was an original customer of a moving and storage company called ********** They were acquired by Clutter. As a result, multiple issues ensued- increased monthly storage prices, hidden and new fees outside of a signed contract, lost and damaged items with ridiculous compensation plans. I was hit with hidden and new fees that were not a part of my original contract with ********** ******* lost my mattress and ********* multiple of my items broken and in pieces.As an original ********* customer, I had prepaid for my storage pick up and delivery fees based on storage volume of items as per the policy I signed up for. Once acquired by Clutter, they intended to charge me per delivery person per hour for the return of my items. This was prepaid as a part of my contract ******* They charged me an additional **** fee. Upon organizing my delivery, Clutter notified me that one item was "delayed." This item was my Mattress. Upon contacting customer service I leaned that "delayed" in. fact meant they could not locate the item and I was instructed to file a claim. When I asked what and when I would be compensated for my lost item and trouble I was told their policy covers ** per pound of item. This means that for my $**** mattress, I may or may not be awarded about ******** I received many other items damaged, but they fall pray to the same reimbursement policy based on weight with no real tie to the value of the item. In total with damages, lost goods and duplicitous service fees, I am contesting and seeking ***** in compensation.

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/13) */ Clutter is a full-service moving and storage company. We acquired ********* in ***** and sent all ********* ********* ample notice of the merge and rate adjustments that would occur. ****** has already filed multiple claims with us, and our Trust and Safety department has already been in touch working with ****** to resolve this issue. We confirmed through her billing statements, she never pre-paid for final delivery. Any *********** a customer makes, is applied as a credit to their account and applied to their future charges. We have assessed ******'s claims per policy. She opted out of our protection plans when signing up for service, therefore, her account is covered at ** per pound per our limited security warranty policy. The claim for her mattress is still under review, as we are completing a thorough search, which ****** is aware of. All the charges to ******'s account are valid, and the claims were assessed properly per policy. However, we have reached out to ****** to try to resolve this, making an offer above policy. ****** has agreed to accept this offer after the determination of her mattress claim. We are going above policy for ****** in order to resolve this issue.

• Initial Complaint

  Date:07/05/2022

  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.

  In October 2016, I chose to move my stuff from*************** to *********, because the latter guaranteed that my rate would never increase. Since October 2016, ********* has honored that agreement, including in 2020 and 2021 when I received notices that my rate would be increasing. When I reminded ********* of the 2016 agreement, it quickly backed down. The 2021 exchange is documented in an attached email. In February 2022, ********* sent notices to all of its customers that it had merged with a company called Clutter and that it would be increasing rates. I assumed that the planned increase did not apply to me, and I was confident of that assumption because I did not receive another notice informing me of what the increase would be. On April 22, 2022, I received the usual monthly notice from ********* that it had charged my **************** card. Only this time the charge was for $298, not the $249 I had been paying. Several attempts to convince *********/Clutter to do the right thing, that is, to honor its 2016 agreement that my rate would never go up, have not been successful. I don't believe I've ever signed a contract with *********, and the company pretty much confirms that. So, I asked myself if the agreement was only verbal or is it in writing? Within minutes I was able to find *********** website from 2016 and there it was: "Storage Rates That Never Go Up." A copy of that webpage is attached. I feel strongly that companies should honor their promises.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/14) */ ******* is a full service moving and storage company. ******* acquired ********* and sent all ********* customers notice of the merge. ******* sent all ********* customers an email notifying them of the transition from ********* to ******** This ***** detailed there would be rate adjustments, and that we would honor ********* pricing for 30 days. This gave ********* customers the opportunity to remove their items from storage in order to avoid rate adjustments. All ********* customers who did not remove their items from storage prior to the merge, agree to ********** terms of service by using our services. Rate *********** are standard industry practice. We send all customers a 30 day notice before any rate adjustments take place. The rate adjustments to ********* account are valid. ********* became a ******* company, and ******* is subject to ******* terms by using our services to store her items. We have reached out to ******* to try to resolve this issue, and she declined our offer. We cannot offer a discount on ********* rate, and all charges are valid. Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******* has had several opportunities to do the right thing, that is, to continue to abide by the contract long-term ********* customers had with that company before it merged with ******** I believe that the law is on my side in this dispute, and that a judge will order ******* to continue to honor a contract that has been in place for more than five years. Like all consumers, I believe that companies should honor their promises. If one weighs the costs and benefits of continuing this case in court, it couldn't be more obvious that regardless of the legal outcome, it will cost ******* far more to continue this dispute than if the company simply did the right thing. It's beyond my ability to explain the company's irrational behavior. It was always a pleasure doing business with ********** and it is sad that ******* has chosen a different path toward customer service. For those seeking moving and/or storage services, you would be wise to choose another option. ******* has lots of competitors that will value your business. Finally, other ********* customers may want to take a look at the company's webpage from **** that I've attached to this response. Business Response /* (4000, 9, 2022/07/28) */ Scheduling an appointment with MakeSpace is ******* ******'s consent to abide by MakeSpace's Terms of Service, and all included addendums. MakeSpace's Terms of Service can be found at the following link. ******************************************************************************************************************************************** The Electronic Contract in MakeSpace's Terms of Service confirms that no signed contracts are necessary, that by confirming the appointment, ****** has agreed to MakeSpace's Terms of Service, including an acknowledgment to and agreement with any updates that may occur. See "Electronic Contract." By clicking "Confirm" and thereby signing an electronic contract that stands as ******'s sole and sufficient documentation that ****** agrees with and consents to MakeSpace's Terms of Service, ****** has also agreed to changes to policies, and the transferability of ******'s account. See General: Changes to our Policies, and General: Transfer. Per MakeSpace's Terms of Service, "MakeSpace may transfer, assign or delegate its rights and obligations under our Terms without your consent." Clutter acquired ******'s account in June 2022 and can confirm the monthly billing is ********** under Clutter. ****** was informed of the impending change by automated email sent by MakeSpace. By maintaining a Clutter account, ****** has agreed to Clutter's Terms of Use, visible at ********************** Per our Terms of Use, visible at ********************** under section 3D, "By using the Services or other paid services or products provided by Clutter, you agree to the pricing and payment terms, as we may update them from time to time. 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 our pricing or payment terms shall become effective in the billing cycle following notice of such change to you as provided in this Agreement." Clutter has reviewed ******'s request, and appreciates ******'s feedback. ****** is currently in communication with the Trust and Safety team, who is the appropriate department to handle this concern. If the monthly payments are no longer comfortable for ******, scheduling a return appointment to close the storage account remains an option available to ******. All appointments must be booked through the Account Portal at ******************** ******************* costs and ********** availability are communicated during booking. Should ****** seek legal recourse, Clutter will comply in any manner required by law. Consumer Response /* (4200, 11, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) What proposed resolution? Clutter doesn't (1) have anything new to say, and (2) acknowledge its responsibility to comply with the law.. Between October 2016 and March 2022 MakeSpace and I were parties to an agreement that its "storage rates would never go up," a promise documented on its website. There is email evidence of MakeSpace complying with that contract up until its merger with Clutter. Clutter believes that it doesn't have to honor that contract. I believe that it does, and, more importantly, the law appears to be on my side. So, if Clutter continues to refuse to comply with the law, this dispute will have to be resolved in court.

• Initial Complaint

  Date:07/01/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter lost items of precious sentimental and monetary value to me. They were not returned to me in the initial delivery (April) and then I had to reach out repeatedly to learn that they had been marked as missing (June). It is impossible to get someone by phone, and only a vague, meaningless update was available on the portal saying they needed more time to process. They then conducted a search of their warehouses but provided no detail on logistics or dates - only that the items had been searched for. The company will not allow a third party search company to enter their warehouses (location undisclosed, I am wondering if proper security measures are in place, if there are cameras, etc.). I have no way of knowing what quality of search was performed. Additionally, after repeatedly asking for someone to speak to me on the phone regarding the matter, I continue to get pre-written scripts. Still waiting on a response for request for someone to call me, I submitted multiple requests online and only continue to get emails. When I ask to speak with someone via the phone, I stop getting responses. The emails however do include that my items were insured for $1/lb which doesn't even begin to cover what was lost. They are requesting receipts for the items that they lost - which one doesn't exactly have on hand for an antique lamp from one's grandmother.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Clutter is a full-service company that picks up, stores, and delivers a customer's belongings as a result of an online booking request. During the initial booking on our website and prior to their first appointment, customers have the ability to add a Protection Plan. Their options include plans that are worth $***** or $***** of coverage in the event that their items become damaged or lost while with us. They also have the ability to opt out of coverage in which we will automatically apply our lowest level at no charge to them. **** selected to opt out of additional coverage, covering her items at $1/lb. **** has filed one for lost items. The payments that were provided as settlements to the claim totals $60, which is the maximum of the coverage they selected. **** filed a claim for a box that was packed herself, not by Clutter. Per our terms, we do not cover items that were not properly packed and inspected by Clutter. However, we went above policy to make an offer based on the weight of the box per policy. We do a thorough search for any items that are reported missing. Our warehouse team conducted a search for these items in April, and again in June. At this time, our warehouse could not find these items. We moved forward with payment for her claim. We have reached out to **** to try to resolve this issue. We have reached an agreement and gone above policy to offer $700 to settle her item claims. **** agreed, and we advised if her items are ever found we will return them at no charge. Consumer Response /* (2000, 7, 2022/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Clutter and I reached a settlement far below the value of the items, but in the above response the blame was placed back on me, the customer, for not packing the items correctly and not electing a premium plan. I paid Clutter every month for 18 months to protect and store my items - they failed to do so. I also was only able to get anyone to speak on the phone with me after I launched the BBB complaint. It's been an unbelievably disappointing experience.

• Initial Complaint

  Date:06/30/2022

  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.

  This Company that was too protect my storage didn't do there job at all. I have stuff being open and reseal without my permission had totes with my personal clothes being open I don't know who these people are I had New Boxes of Private Art and other stuff open and reseal why was it open stuff in my storage that is not mind that was retape foe what reason they Over price for No reason why they rescheduled twice and inconvenience me without delivery of my tote and charge me for Cancelation that they was suppose there responsibly for that. You didn't deliver My property and charge me

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/13) */ Clutter, Inc is a Household Moving business that provides item storage within warehouses. ********* an *********** Storage' service is no longer in business & Clutter acquired the customers of ********* on ********* ***** ******** hired ********* to pick up & store his personal *************** on ********* ********* provides warehouse storage for customer personal items (boxes, furniture, etc.). When items are in storage with ********** customers have the ability to add items to storage, remove items from their storage, and manage their item inventory via an online account portal. ******** has submitted several claims. As explained in claims ********* & ********** photographing clients' items with the purpose of establishing an online inventory is a central part of Clutter and ************ services. By electing to use ************ services, from where Clutter received these photographs, ******** consented to have ********* photograph his items, including his totes' contents. We have nothing to indicate that any policy line was broken or that items have gone missing from the totes. ******** filed an Issue Claim, which is purely used for service- or billing-related disputes. Issue Claims are not meant to address lost items. ******** was informed if he did indeed have items missing, then he was encouraged to file a claim for lost items. In regard to the cancelled appointment, a refund in the amount of *** and **** was processed to cover the cost of the cancellation fee. As explained to ******** in claim ********** Clutter does its best to stick with the schedules for all customers. However, we cannot predict when a delay may occur. When this occurs, we make sure to cover any cancellation/rescheduling fees and do our best to accommodate the order on the same day. While we are not required to compensate for a delay, an offer was approved to cover the delivery in full so that ******** is not responsible for any of the charges related to this delivery. ******** never accepted the approved compensation. If you have any additional questions or concerns, feel free to email Clutter's Trust & Safety Department at *******************

• Initial Complaint

  Date:06/29/2022

  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 began storing with MakeSpace in Feb 2020. Clutter bought MakeSpace, & soon after hiked the monthly rental up by over $20/mo. They automatically upgraded my storage space, when I had so little that I could have been downgraded to a smaller space to keep the same or less monthly rate. It should be of note - this is not a self-storage unit - everything is kept in big warehouses so I'm not even sure how they come up with the unit space and cubed footage. This was only the beginning. After a 1 1/2 yrs of storing with MakeSpace/Clutter, I set up a cross-country move of my stored belongings from Seattle to DC. I hired a 3rd party mover & reserved a 300 cubed ft space on the truck to fit what Clutter told me was my 277 cubed ft. Clutter requires to set an appt for final move-out. The moving truck waited 4 days past departure date, with others' belongings involved, to accommodate Clutter's appt availability. When my mover arrived at the space he told me - not Clutter, but the 3rd party - that there were items from my inventory list. He sent me photos of what was missing - again, Clutter sent me nothing regarding missing items. Those items: all of the largest, most valuable items in storage that were the reason I chose storage to begin with: sectional couch, mattress, bed frame, bar stools, guitar. Clutter representatives at the storage told me over my mover's speaker phone that the only thing I could do was file a claim. So the truck is now driving across the country with a mostly empty space that I paid a *** of money for filled with inconsequential items like boxes of hangers & clothes that I never would have paid to store or ship across the country. A week + & I have yet to be offered resolutions. Claims Team has no direct line as they are bombarded w similar claims. You can see from reviews that they never claim accountability or offer fair compensation. They are failing at doing their sole purpose: store people's stuff safely & get it back to them when they need it

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/13) */ Clutter is a full service moving and storage company. Clutter acquired ********* and sent all ********* customer notice of the transition in February. We give all our customers at least a 30 days notice before any rate adjustments take place. After the transition from ********* to ******** we honored ********* pricing for 30 days so customers had time to decide if they needed to find other options for storage. ****** did not schedule to close out her account, and she was sent a notice indicating there would be a rate adjustment. Items are stored in a warehouse, and unit size is determined by the cubic feet of items customer had Clutter picked up. ****** had *** cubic feet of items picked up and stored with us, and the smallest unit we have that would fit that size in our ***** unit. Clutter is not liable for any third party expenses, per our terms and limited security warranty policy. ****** already filed a claim for her lost items, and made an offer of $*****, which is above policy. ******'s account is covered at $1 per pound for lost and damaged items. However, we went above policy and increased ******'s offer as a courtesy. Consumer Response /* (3000, 7, 2022/07/13) */ Thank you for getting back to me and being of service. Clutter's response is unsatisfactory. I will be filing in small claims court. Business Response /* (4000, 9, 2022/07/24) */ We are sorry to learn that, by abiding with our Terms of Use and Limited Security Warranty policy, visible at ****************** and by exceeding ******'s $1/lb/item maximum liability coverage, increased from ******'s chosen ************* maximum liability coverage under MakeSpace, ****** feels our response is unsatisfactory. A member of our Trust and Safety team has informed ****** of the steps necessary for Clutter to discuss this matter with ******'s legal counsel, should ****** pursue that route. Trust and Safety continues to be in communication with ******, but will not be further exceeding policy to match ******'s request. Consumer Response /* (4200, 11, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) My response has not changed: the compensation offered by Clutter is unsatisfactory ($** for over $** worth of belongings, plus wasted space on a cross-country moving truck) and I am proceeding with small claims court. As a policy writer myself, I know that just because a company has established a policy does not mean that it is equitable nor that it will hold up in court. Clutter's $1/pound of compensation has shown in numerous complaints and reviews that this policy does not fairly compensate its customers when Clutter has lost or broken customers' belongings - which is their job and the reason they are in business.

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* **** acquired ********** I had a storage plan with both ******* and the original ********* account that was moved over to ********** system but kept apparently separately from ******** Recently I had requested both storage "units" for a final return and all ***** ******** to *** I reached out to ******* customer service to ask if I would be charged twice when I scheduled the boxes for the same day and time. The person spoke I spoke, ******, had told me she would create a ticket so that I would only be charged for one service fee and labor. Instead I was charged for service and labor twice. I contacted ******* today ********** and the representative ****** now is telling me that the ticket was for a review and the supervisor did not approve. This is not what was ************ to me in ******** I would like a ****** for one of the service charge and labor ***** Attached is a copy of the chat and screenshot of the same conversation. Thanks, *****

  Business Response

  Date: 07/08/2022

  Consumer Response /* (2000, 6, 2022/07/07) */ Please close this complaint. Clutter has provided a refund as requested. Thanks, *****

• Initial Complaint

  Date:06/27/2022

  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.

  Date of *********************** Amount of money you paid: ****** What is the nature of the ******** There was no services? They ********* the appointment and I ****** get ******** my ****** The business is not ********* any of this and I am out of the ******* I prepaid ****** for the moving ******** and they took ***** (Invoice #*******). I am unable to get into the account to ******** the transaction number for the ****** ************ I will provide you with the transaction from the *****

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/11) */ Clutter is a full-service moving and storage company. For a fee Clutter packs, moves, and stores an individual's items. ******* and ****** ***** scheduled a moving service for a move date of **** ***** ***** ******* move was canceled on June ***** ***** This dispute is about their deposit required ** hours prior to the scheduled move appointment. In the event a move is canceled within 48 hours of the appointment, Clutter automatically charges a $100 cancelation fee. This cancelation was automatically billed, but refunded on **** ***** ***** Clutter charges a deposit of 10% of the total moving cost, and is charged to the credit card provided upon booking the appointment 48 hours before the scheduled move. Additionally, Clutter does a funds check on all same-day move appointments, of ***** similar to how a hotel will do a funds check on booking. The appointment was automatically canceled because ****** failed the funds check. However, this was refunded to the client. The $15.90 was also refunded on **** ***** ***** Clutter has, to this point, not collected any funds that were not then refunded. Any delay for the ****** to receive funds paid to Clutter is now a matter for the bank to resolve, as Clutter has refunded all charges in connection with this appointment. Per our Terms of Use, visible at ********************** 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."