Complaints

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:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ive had My FURNITURE STORED AT MAKE SPACE FOR 2 years 6 MONTHS AGO THE MANAGER OF THE FACILITY PHONED ME TO INFORM ME THERE HAD BEEN A LEAK IN THE ROOF AND THERE WAS WATER LEAKING INTO MY **** I INVESTIGATED AND THERE DIDNT SEEM TO BE MUCH IN THERE I ASKED WHAT ATE THEY GOING TO DO AND SHE SAIID. THEY WERE GOING TO HAVE THE ROOF REPAIRED. SOME TIME LATER SHE INFORMED ME THAT THE ROOF HAD BEEN FIXED AND THERE WOILD BE NO PROBLEM. A FEW WEEKS AGO I HAD. A MSG THAT I AGAIN HAD WATER RUNNING IN MY ****. I WENT DOWN-AND INDEED THERE WAS WATER THAT HAD LEAKED IN AGAIN THIS TIME IT WAS CLEARLY VISIBLE THERE WERE 2 BOXES THAT HAD COLLAPSED COMPLETELY AND THE THINGS CONTAINED THEREIN WERE CLEARLY WET FROM WATER DAMAGE AND THE NEW MANAGER TOOK SOME PHOTOS ON HER PHONE I REMARKED THE ROOF HAD NOT BEEN FIXED AS I WAS TOLD SHE REPLIED IT HAD BUT IT WASNOT FIXED PROPERLY. AS TO HE EXTENT OF THE WATER DAMAGE I WAS NOT ABLE TO ASCERTAIN BECAUSE THE WATER HAD SEEPED THROUGH THE **** SO ALL MY BELONGINGS WOULD HAVE TO BE MOVED INCLUDING THE FURNITURE WHICH I WAS NOT IN A POSITION DO DO THIS MYSELF. SHE SAID I COULD MOVE TO ANOTHER **** BUT ALL TO MY OWN EXPENSE. I TOLD HER IT WAS MAKE SPACE FAULT AND IT SHOULD THEIR RESPONSIBILITY TO MOVE ME TO ANOTHER DRY ****. I HAD BEEN PAYING INSURANCE BUT THE DEDUCTIBLE WAS $500 WWHICH I FEEL WAS NOT MY FAULT THEY HAD A ***** JOB ON.SHE GAVE ME THE NO OF THE AREA MANAGER WHICH I PHONED 4 TIMES WITH NO RESPONSE AFTER LEAVING MSGS EACH TIME. I EVENTUALLY PHONED THEIR HEAD OFFICE IN ** AND SPOKE WITH SOMEONE THERE TELLING THEM I HAD PHONED THE AREA MANAGER 4 TIMES SHE STATED SHE WOULD CALL HIM 5 MINS LATER HE CALLED ME I ASKED WHY HE DID NOT RETURN MY CALLS HE SAID HE HAD BEEN AWAY FOR FEW DAYS. ANYWAY I EXPLAINED WHOLE SITUATION ON WHICH SAID I COULD. MOVE TO ANOTHER **** A HAVE ONE MONTH NO CHARGE BUT IT WAS MY RESPONSIBILITY AND THERE WAS NO WAY HE WOULD PAY FOR THE REMOVAL TO ANOTHER **** OR CONSIDER ANY COMPENSATION OF ANY DAMAGE

• Initial Complaint

  Date:01/31/2023

  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 spent thousands storing my belongings with them over multiple years and when I received my items back EVERY single piece of furniture was destroyed. Not damaged, destroyed. Chair legs snapped, cabinets smashed and my couch was so moldy that it had to be thrown away because of the smell.The damage is well in excess of $10,00 however the team only offered me $700 in damages which isn't just insulting its illegal. I was never offered the option for additional insurance like many other people.I'm now heading into the weekend with no furniture so am required to rent some in the meantime whilst this issue is resolved. I'll be sure to add this expense as part of our ongoing dispute.Whats worse is that their team said that movers were INTENTIONALLY damaging items when they heard that MakeSpace was being acquired by ********

  Business Response

  Date: 02/17/2023

  Clutter is a full-service storage company. For a charge Clutter packs, moves, and stores a customers items. MakeSpace was acquired by Clutter in February 2022 and offered the same service. All customers who continued storing after this date automatically became Clutter customers and agreed to Clutter's terms. The customer began their ******************** storage term on Apr 21, 2021, to pack/wrap and move their items into our storage facility until their items were delivered back to them on Jan 14, 2023.
  
  On Jan 17, 2023, the customer filed their only item claim for 7 out of their total 78 items stored. Upon joining MakeSpace, the customer did not opt to purchase a paid protection plan so their items were covered under MakeSpace's minimum coverage of $0.60/lb per item. After becoming a Clutter customer, the minimum coverage was matched to Clutter's equivalent coverage of $1/lb per item.
  
  The customer declared damages in the amount of $10,187 and after a thorough investigation, we determined the claimed items to weigh 396 lbs in total and made an offer on Jan 19, 2023. As a courtesy, the initial offer was made above the $1/lb $396 to $700 which the customer disputed. 
  
  After handling the customer's dispute through email and phone calls, the customer accepted our final offer of $5,000 on Feb 1, 2023. ******* takes liability for the damages and attempted to resolve this matter fairly and quickly. However, there is no validity to their claim that employees intentionally damaged customer inventory and we acted according to the terms to which the customer agreed.
  
  *******************************************************
  
  "Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty");
  and/or damage to your personal effects caused by Clutters gross negligence or willful misconduct, up to a total maximum of US $1.00 per pound in aggregate per User"
  
  

• Initial Complaint

  Date:09/19/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 delivered storage items Sept 15,2022 having been stored since May 2019. Storage plus deliver $8.000.Moldy bed, damaged furniture , shattered mirror and an entire box of broken items .Box labeled fragile , returned with possible broken items. Not only were ***** items broken but ********* and melamine.Missing two fabric chairs and two paintings .Of note original contract I had was with MakeSpace , Clutter bought company .No customer service .Kicked back to a cumbersome website .If you can not provide a URL link to the product the maximum value of item defaults to $1/lb.How can I locate the Italian pieces from my grandmother ? The dishes were my deceased mother.******* would not remove moldy bed.Now I have to pay for removal and recycle !I paid for a safe storage and service was not provided .

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 used MakeSpace to store some things prior to the Clutter acquisition. My original agreement included a one-time pickup fee and free return delivery of goods. Following the acquisition, they deceptively changed the terms of service - including increasing prices without explicitly outlining the increases and adding massive services fees for retrieval of goods (~$1500). They 'provided' an option to retrieve my items in less than a week BUT there was no available window within this time frame before they automatically locked you into the new terms of service.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Makespace/Clutter Secured a delivery appointment for 2-5 hour on July 4, 2022 with estimated start time of 7AM Truck arrived at 8:17AM at extra space storage ************************************************** ************ introduced themselves I explained that most of the drop off was to be made at this location to unit #**** on the second floor As they began unloading onto rolling carts provided by facility, ********* transported them to unit via elevator I engaged ************ and asked if theyd be able to drop some of the major items to our apartment that is 1.2 miles east and THEY AGREED As the unloading progressed I identified which items went into the storage and which should remain on the truck Some of the larger items had to be removed but were placed next to the truck to be reloaded and taken to our apartment At 11:06AM the drivers said they would be unable to split the load into (2) stops I immediately called customer service and spoke to ****** or some other tier two representative The conversation continued over multiple calls until the representative stated categorically that a second drop was not possible approximately 11:45AM I ended the conversation and ************ unloaded what remained in truck onto blacktop outside the building My final interaction with them was at ~12:15PM when they presented a phone with a QR Code to rate their service Then they left After their departure, there were many items on the blacktop outside the building.So from approx 12:30PM until 7:30PM we moved the items into the 2nd floor units or to our apartment As we moved the items we removed the moving pads and tape and discovered many items damaged horribly even many of the bins and boxes showed exterior damage and many of the undamaged ************ revealed destroyed or damaged items within. It took several days to assess the damage. More than 5% of the stored items were damaged MAKESPACE/******* HAS REFUSED TO ACCEPT RESPONSIBILITY FOR ALMOST ALL OF THE DAMAGES