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:06/25/2022

  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.

  Clutter bought ********** storage, and overcharged me and now I want my stuff and they ( the new company) wants ****** for my stuff. I ************************ am on SSI for that. I am trying not to be homeless and I feel I am a victim of deceptive business practices and being ripped off. I just want to go over there and get my stuff and leave.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/10) */ 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 *** ***** ***** which was acquired by ******* in ***** As Clutter took over *********'s storage services from ********** ********* owes their account closing costs to ******** This dispute is about the Account Closure Fee to be billed after *********'s Final Return of all items in storage. ********* believes that Clutter is charging a higher rate than ********* would for the return of all of *********'s items from storage. On ********* ***** ***** ********* amended all past, present, and future appointment costs for every ********* account holder, including *********. While a return of *********'s **** cubic feet of items stored would have been **** under ********* under *********'s updated pricing model below, ********** price for this service is ***** plus a ************** labor rate. *********'s pricing model can be seen here. ******************************************************************************************************************************************** In the event that *********'s Final Return appointment exceeds the $*** closing costs ********* would receive under *********, Clutter is willing to review these costs. Clutter encourages ********* to file an Issue Claim outlining these concerns, through a*************************, by declaring concern over a billing issue. Clutter empathizes with *********'s position and would like the opportunity to address this concern through the appropriate channel. A member of the Trust and Safety team, who handles Issue Claims, has reached out to ********* for further discussion.

• Initial Complaint

  Date:06/22/2022

  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.

  I hired ********* to store the items belonging to myself and my 5-year-old son when we unexpectedly had to move. I chose them because I was told my items were fully covered apart from dishes, so long as I had documentation of their cost, and that damage was unlikely because they would utilize the uttmost care. I explained my son and I have been through a lot lately and these reassurances were comforting. ********* was acquired by Clutter shortly after our things were taken, and our rates were raised. When we got our things back, two smaller pieces of furniture of sentimental value and my two largest and most expensive itemsmy desk and buffetwere severely ******** The desk was chewed up and ******* on all sides from rough handling, and liquid had been spilled into the plastic wrapping it so it swelled in the front. The leg of the buffet was bent and broken out so that the whole screw holes are beyond ripped and I have been told that the damage is not *********** Meanwhile, though these items have to be replaced, I paid for storage for these large items for 7 months. My son's two toy cabinets, the only pieces of furniture we got to keep after our unexpected move, look like they've been scraped by sandpaper and thrown down the stairs. I was offered $1 per pound to cover the ******* The buffet weighs $***, but cost $***** and I maintained documentation. The desk was $*****, and I was offered $80. These were not delicate items. They were sturdy items that were substantially *********** This was *********** Our furniture was ********* and they charged us to store it without disclosing the damage, then offered nowhere near the cost to replace it, with no ******** Moving is difficult enough. To leave us in this circumstance is *************** I am requesting a ******** ****** for storing the items that were ******* the whole time and not ********** and a reasonable about of compensation for the items that were ******* through sheer ***********

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/06/26) */ Clutter is a full-service storage company. Not only is it common practice to raise rates over time, it's indicated as an acceptable practice in our customer's Release Agreements. See the verbiage below from *******'s documentation that was signed upon the arrival of our team on her first pick-up of items: "Clutter may add new services for additional fees and charges, or amend fees and charges for existing services, at any time in its sole discretion. Any Change to pricing or payment terms shall become effective in the billing cycle following notice of such change." Prior to increasing rates, we always make sure to provide 30 days notice to allow our customers time to remove their items should they no longer be able to afford their new rate. 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 $*************** 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. ******* chose to opt out of additional coverage when signing up with MakeSpace. By opting out, damaged or missing items are covered by our $1/lb policy per our terms, "damage to your personal effects caused by Clutter's gross negligence or willful misconduct, up to a total maximum of US $1.00 per pound in aggregate per User" The claim offer made to ******* was based on the weight of the items damaged per the policy she agreed to when signing up for services and opting out of additional coverage.

• Initial Complaint

  Date:06/22/2022

  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.

  On ******* I had an agreement through Clutter, inc for moving and storing contents of a 1 bedroom apt. I previously used Clutter, inc to store same items into a ***** storage space, therefore chose to store my items again in a 10x10 unit. It was also advertised and listed on Clutter's website what items would fit in a ***** unit and I had listed what items needed to be stored. The agreement for the initial pick up was for **** and an additional fee of ****** to help disassemble furniture and pack boxes. On ******* two movers arrived at ****** but did not start working until ******* & I called the company asking where the movers were. I spoke to ***** at Clutter and asked where the movers were and why there were only 2 as we had agreed on helping with packing in addition to ************* ********** He said they would try to dispatch another mover. At ******** less than an hr after starting the move, I was notified via text storage had reached *** capacity. At around **** 1 more mover arrived. By then only one sofa chaise was ********** and packed, 2 small stand alone storage shelves wrapped, 1 mirror ******** 2 bar ****** ******** Many small items were also thrown carelessly into boxes labeled as "large box" which took up more space. There was one small pillow boxed up in a ******* ***** It was also around 2 pm when 1 bed was being ************ and I was told I was at *** capacity and needed to upgrade my storage space if ******* was to continue with the move. I received a phone call from Clutter on a recorded line notifying me that I would have to upgrade storage space and pay an additional fee for pick up and for the ******** monthly storage plan. I agreed with the upgrade although I knew they were ******** me to upgrade and pay more. At **** we noticed the movers hadn't returned after more than ** min and contacted ******* asking where they were. After ** min of being placed on hold the customer service rep lied and said I didn't agree to the

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/04) */ Clutter is a full-service storage company. For a fee Clutter packs, moves, and stores an individual's items. ***** signed up for these services and had an appointment on 6/19/22. During the appointment, our movers faced many issues during the appointment. ***** was creating a hostile work environment for our team, and asking them to manipulate the cubic feet of items so that her storage size would not be upgraded. ***** initially denied the upgrade, and wanted the movers to remove boxes that they had already packed and loaded onto the truck, to switch them out for other furniture pieces. To avoid the upgrade, our team could not pick up all of *****'s items. After our team spoke with ***** over the phone, she changed her mind and wanted to upgrade her plan size. Our team took photographs of each item they picked up, and each box is packed full. Our movers were on-site for over six hours. After 3.5 hours, three additional movers arrived to customer's location to try to complete this appointment. Customer had unrealistic expectations about how long her appointment would take due to the amount of items needing to be packed. Due to the hostile environment, our movers were told by their supervisors to leave and end the appointment. ***** agreed to our services when she booked the appointment, and the Clutter terms of service apply. Our team advised ***** if she needed us to come back to pick up the rest of her items, she would need to schedule a second appointment in her account portal, and we would come back. We have attempted to reach out to the customer multiple times to resolve this, and customer has been unresponsive. Consumer Response /* (3000, 7, 2022/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have text messages and screen shots proving the movers were only there for a total of 4 hours. The movers falsely documented my items so they could reach my storage capacity quicker. I also have photos from clutters catalog of my items as proof the movers used very large boxes with small items. The movers also cataloged the same items twice in attempt to quickly fill capacity. It was also a scam on Clutter's end to collect more money for upgraded storage. The movers also cataloged my bed 3 times in order falsely reach capacity quickly. The movers also cataloged a shoe rack that was trash . The movers also stole a Cartier necklace and made inappropriate comments to me about me and my dogs. I have my boyfriend there as a witness. I have no choice but to pursue legal actions for my stolen items and harassment from this company. Business Response /* (4000, 9, 2022/07/28) */ Clutter takes all of these allegations seriously, and would be happy to review any evidence ***** *** is willing to share that supports her statements. Clutter does not have any evidence to substantiate her statements. The evidence ******* has available suggests that *** was billed correctly for the ******* appointment and is placed in the appropriate storage plan size. *** is in communication with the Trust and Safety team, who is the correct team to address the concern of a missing necklace. Should *** decide to pursue any legal actions against ******** ******* will respond to her legal pursuit in any manner required by law.