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Business Profile

Moving and Storage Companies

Clutter Moving & Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving and Storage Companies.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    After using Clutter in 2017 with success, I chose to use Clutter for a move from Philadelphia to storage in May 2024 again with an unknown move date and location. I was told by Clutter that they shipped and moved nationwide upon signing up for their service, despite the fact that their storage fees were elevated to factor in the eventual move. In June my items were moved to storage and damaged in the process, in addition to only one of the two movers participating in the moving process due to illness, making the move longer than estimated. I filed a claim to get reimbursed for property damage and a break on the moving cost due to one of the movers not participating ad prolonging the process by hours. Clutter denied my claim for property damage (around $200 dollars) and credited me $75 for the mover, much less than my out of pocket expense. In January 2025, I found a new home to move my items and was told by Clutter that my new address (a suburb of DC) was outside their coverage area and I would need to hire a third party mover. They at no point provided a map or indication of their coverage area since I began business in May 2024. I wasn't expecting this expense and was forced to hire a third-party mover for $2400 (this move is pending) and started the pickup process of my items with Clutter. During the process, Clutter proceeded to charge me hidden fees - a "staging fee" of $359, a full months rent of another $328 (I was told this wouldnt be prorated until escalation) and a time limit of 1 hr to pick up my items. After speaking with my thirdparty moving company about the ordeal, I decided to file a claim against Clutter for bad business practices and customer exploitation. The lack of a defined coverage area, elevated storage costs, and hidden fees were not disclosed to me upon signing a contract in May, and had I known this information, I would not have used their business. I believe this is predatory behavior by yet another corporation.

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The storage company lost 2 of my chairs, they stated they were delayed. Since December 4, 2024 they have been giving me the runaround. I filed a claim they denied. I never received the delayed items nor was I compensated.

  • Initial Complaint

    Date:10/24/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 charged a 100 dollar cancellation fee for not cancelling within 24 hours. The company went out of its way to charge me. I was not registered and had to register completely in order to cancel. As per the picture the order is still sitting in the cart. Which is what was seen the entire time I tried to contact them. I signed no contract and they never even told me where the items would be held

  • Initial Complaint

    Date:08/28/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a contract for Clutter move me from my old house to my new house on 8/18/23. The contract stated 4 movers and 2 trucks at a rate of $300 per hour. The movers showed up with one truck only, I was assured this would be sufficient. 6.5 hours later I was told a few items werent able to fit on the truck. This included my Sectional couch, a smaller sofa, dining room table, and a 65 and 75 tvs, and a large dresser. I was informed by the movers that they might be able to get a crew and a truck out to finish the job within a week. By the time they arrived at my new house, it had been 7 hours. I told them to just put everything in the garage, because no way was I paying for another 3-4 hours to watch their incompetence. I was billed just under $2200 for 7.5 hours. I was moving from an **** sq. foot townhouse, I didnt have that much stuff. We had everything labeled move or dont move. They bubble wrapped things from the dont move section(ie a broken wicker basket) but put no protection on a glass cabinet, which ended up with all the glass broken. I ended up having to rent another truck, hire kids from my business, and have another whole day of moving. The Clutter movers lost hardware to a desk, and other pieces as well.

Clutter Moving & Storage is NOT a BBB Accredited Business.

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