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:10/02/2024

  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.

  After I had a house fire, Clarus was used to remove and return my first floor contents. In doing so, they damaged virtually very piece of furniture and many of my household goods. They also lost numerous items. I worked for a time with an Clarus employee who was assigned to my case, but ultimately could not get her to answer the phone and I still have numerous items missing, broken or damaged. Clarus will not answer my phone calls on their published phone line. On August 26, 2024 I sent a certified letter detailing my loss and requesting reimbursement of $3,722.95. That letter was confirmed delivered on August 28, 2024, but I received no response.

  Business Response

  Date: 10/14/2024

   

  Below is the email that I sent *** **********, 

   

   

  *** **********,
  
  I wanted to reach out as the owner of Clarus Contents and make sure you are getting taken care of. I do believe ******* has been in touch and is looking into the request you send for reimbursement or refund. 
  
  
  After I had a house fire, Clarus was used to remove and return my first floor contents. In doing so, they damaged virtually very piece of furniture and many of my household goods. They also lost numerous items. I worked for a time with an Clarus employee who was assigned to my case,but ultimately could not get her to answer the phone and I still have numerous items missing, broken or damaged. Clarus will not answer my phone calls on their published phone line. On August 26, 2024 I sent a certified letter detailing my loss and requesting reimbursement of $3,722.95. That letter was confirmed delivered on August 28, 2024, but I received no response.
  
  Can you please let me know when you did not get a response from ******* as she is on this email thread also. 
  
  I am a bit confused as why there is a BBB complaint.  The last note in our file and the last time at the end of last year you spoke to ******* was the end of December.  Numerous attempts to contact you went unanswered.  So we closed the job out and would reopen after you contact us back.  8 months went by and we receive a letter in the mail, not a phone call.  So then a BBB complaint was filed after only 2 months when you waited 8 months to contact us back.
  
  Now that we are in contact, it will be a few weeks before we are able to look at the information you sent and verify the amount of money that is owed to you.  As you know this was a bit tricky for us as we did not inventory the items Action had already packed up due to Insurance request, which meant we could not determine what the conditions were before.  Now I get the last one who touches it is usually on the hook for it, and we will honor our word to pay for damages that were incurred, but please give us time to go through these items as you had 8 months to contact us back.
  
  
  Thanks so much for your time and my cell number is in the signature below should you need anything from me. That is the best way to contact me.
  
  
  **** *********|Owner
  
  ***********************************
  **********************
  ************:  Toll Free
  ************:  Office
  ************:  Cell
  ****************************************************
  

  
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22371342
  
  I am rejecting this response because:

  I spoke with ******* on October 7, 2024, and was told I would be reimbursed the requested amount for my loss but as of this date, October 18, 2024, I have not been reimburse.
  
  Sincerely,
  
  ******* **********

  Customer Answer

  Date: 10/23/2024

  Mr. *************************** you for your response.  Im not sure who told you what, but I have tried to reach your office repeatedly over the past nine months.  After talking with ******* last December, I delayed calling for a couple of months to allow her time to hopefully locate more of our items.  She had explained that there was another large household in storage adjacent to ours where she had found several of our missing items.  She was hopeful that more could be found when she could get better access. 
  
  
  After that delay I began calling both ******* and your office, leaving voice messages most of the time.  I never got any return calls. If you tried to call me, like most people, I dont answer calls from numbers I dont recognize and if you called, you never left a message.
  
  
  My next step was to send the letter via certified mail which you have in your possession.  It was delivered to your office and signed for on August 28th.  I waited two weeks for a response but there was none. I again began trying to call.  On one occasion, I got an answer but was told by the man he would have to have his supervisor call me back.  He never did.
  
  
  Finally, out of frustration, I went to the BBB to file a complaint, so here we are.  I hope youll understand that I havent been sitting on this but have been rebuffed in all my efforts.  ******* indicated she has already done some research into the numbers I sent.  I believe them to be very fair.  Many people would simply demand replacement for the damage done to our furniture.
  
  
  I will patiently await your response.  If you call and I dont answer. Please leave a message.
  
  
  Thank You,
  
  
  ******* **********

  Customer Answer

  Date: 10/23/2024

  The previous email to Mr. ******* on was sent on Friday, October 18, 2024.  He responded by asking ******* for a status update on Monday, October 21, ***********************************  I have not seen any further communication.

  ******* **********

  Customer Answer

  Date: 11/04/2024

  Today we received a check for the full amount of our claim so this matter should be closed.  Thank you for your assistance in this resolution.

  ******* **********

• Initial Complaint

  Date:09/01/2022

  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 a fire with smoked damage occur in January 2022 that required our kitchen appliances to be removed and cleaned and our refrigerator was one of these items that were removed. When the refrigerator was returned to us, it is no longer able to consistently cool the contents. Clarus Content is now denying that it is not their responsibility, although, the fridge was in working condition when it was removed and had been under possession by Clarus.

  Business Response

  Date: 09/11/2022

  ************* did have a fire at his house. Clarus Contents was called in to pack out and clean what contents were salvageable. Clarus was called in on 1/19/2022 and packed back in on 4/25/2022. All contents were in a climate controlled storage in our warehouse throughout that time. Once we packed in our project manager met with ************* and she stated the gaskets were not fitting correctly. We replaced the gaskets being nice since nothing we did could have damaged the gaskets. Keep in mind throughout this that there is not damage to the fridge. No dings, dents or signs of being mishandled. ************* and her insurance company hired a outside party to come look at the fridge to see what was going on. Asurion can to inspect and the report states "both inside of freezer are warped". This made no sence to me. Never have I heard of this happening. The report says nothing about how this would have happened or anything ***** did could have caused this. All I keep hearing is well you were the last one to touch it. I understand we were the last that touched it but no information has been provided that we did anything to damage the fridge or handled in a way that could have caused this. We are being asked to pay for a older fridge just because we were the last one to touch it. I asked for another inspection company to see how this would have happened and that is when the complaint was filed. I used the analogy that if I took my car to get a oil change and the transmission went out a week later is that the fault of the oil change place since "they were the last on to touch it". ************* insurance company has refused to pay for the replacement so Clarus is left holding the replacement in their words. I feel like this in not a reasonable request with no factual data that we did anything to cause this damage. If there was a report or findings that we mishandled or did something wrong this could be a different conversation. Only well Clarus was the last on to touch it. Again, there is not damage to the outside of the fridge from mis handling. Clarus packed out, cleaned and stored for a little more than 3 months. I have attached the report from ******* that did the inspection.
  See Attachment/File: SNWQ62EFD01D-1 002.pdf

  Customer Answer

  Date: 09/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue is still lies on how the bottom drawer of the freezer does shut completely. Again, our fridge was in a working order when it was removed by Clarus.
  
  How can the homeowners be responsible for this since the item has been under Clarus's possession?

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/11) */ ******** did have a fire at his house. Clarus Contents was called in to pack out and clean what contents were salvageable. Clarus was called in on 1/19/2022 and packed back in on 4/25/2022. All contents were in a climate controlled storage in our warehouse throughout that time. Once we packed in our project manager met with ******** and she stated the gaskets were not fitting correctly. We replaced the gaskets being nice since nothing we did could have damaged the gaskets. Keep in mind throughout this that there is not damage to the fridge. No dings, dents or signs of being mishandled. ******** and her insurance company hired a outside party to come look at the fridge to see what was going on. ******* can to inspect and the report states "both inside of freezer are warped". This made no sence to me. Never have I heard of this happening. The report says nothing about how this would have happened or anything Carus did could have caused this. All I keep hearing is well you were the last one to touch it. I understand we were the last that touched it but no information has been provided that we did anything to damage the fridge or handled in a way that could have caused this. We are being asked to pay for a older fridge just because we were the last one to touch it. I asked for another inspection company to see how this would have happened and that is when the complaint was filed. I used the analogy that if I took my car to get a oil change and the transmission went out a week later is that the fault of the oil change place since "they were the last on to touch it". ******** insurance company has refused to pay for the replacement so Clarus is left holding the replacement in their words. I feel like this in not a reasonable request with no factual data that we did anything to cause this damage. If there was a report or findings that we mishandled or did something wrong this could be a different conversation. Only well Clarus was the last on to touch it. Again, there is not damage to the outside of the fridge from mis handling. Clarus packed out, cleaned and stored for a little more than 3 months. I have attached the report from ******* that did the inspection. Consumer Response /* (3000, 7, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is still lies on how the bottom drawer of the freezer does shut completely. Again, our fridge was in a working order when it was removed by Clarus. How can the homeowners be responsible for this since the item has been under Clarus's possession?