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

  19801 85th S Kent, WA 98031

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  

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:09/02/2025

  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'm an 83 year old ******* veteran living on Social Security. I want my belongings transferred from Clutter ********* to Extra Space Storage ****************************************************************************************** on Tuesday, 2 September 2025.I have been waiting on Chat for over three hours to get a three hour window for delivery. I have been in line for hours with no response or update. I feel that they will disconnect without giving me a three hour window for delivery.Telling me that the delivery may show up between 7am and 3pm tomorrow is unacceptable. I have no car. The ****************** doesn't open until 10:30am. Am I supposed to wait outside without seating or shelter for eight hours?Clutter is acting cruelly and irresponsibly. I want resolution. I've pad them what they want and owe them nothing. This seems like an excuse to double dip on delivery.

  Business Response

  Date: 09/12/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  The customer was previously with MakeSpace before transitioning to Clutter in August 2022. On September 2, 2025, we successfully completed the return of all items in storage.

  As part of our standard scheduling protocol, we initially provide a broad arrival window of 7:00 AM to 3:00 PM for all appointments. This window is then narrowed to a three-hour timeframe 24-48hrs prior to the scheduled appointment. For this particular appointment, the customer was scheduled for a full-item return on September 2, and we communicated a condensed arrival window of 7:00 AM to 10:00 AM via text message.

  Our team arrived within the designated timeframe, and the return was completed as scheduled. We remain available for any further questions or clarification the customer may need, and are happy to assist.

  Customer Answer

  Date: 09/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/21/2025

  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.

  Dear BBB Representative,I am filing this complaint against Clutter, Inc., a moving and storage company, regarding severe mishandling of my belongings during a recent ********** items were picked up by Clutter on July 7, 2025 and delivered on August 1, 2025. Upon delivery, I discovered that numerous items were damaged and several were missing entirely. I have attached a detailed list of the damaged and lost items, along with photographs, receipts, and communication logs.Between August 1 and August 11, 2025, I made multiple attempts to resolve this issue directly with Clutter through phone calls and online chats. However, the company has refused to provide full compensation that reflects the actual value of my losses.I have attached a pdf detailing the the itemized damages. I have already shared images and videos of the lost and damaged items to clutter.I am claiming a total amount of $5649.00 for all lost and damaged items We have offered to help clutter find our missing thing, if they could allow us in the warehouse and tell us where the items are located. However, we have been told that it is not possible. The fundamental problem with the lost items is that the multi-part items are tagged only in one part. So, their system claims that it has been returned. But all parts of the item havent been returned, rendering the item useless.I believe Clutter has failed to meet its obligations under industry standards and applicable consumer protection laws. I am seeking BBBs assistance in mediating a resolution and ensuring that Clutter provides full reimbursement for the damages and losses incurred.Thank you for your attention to this matter. I look forward to your prompt assistance.Sincerely,*********** ***************

  Business Response

  Date: 08/22/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  The customers first pickup appointment with ********************** took place on July 7, and their items remained in storage until August 1, when the final return was completed.

  Following this, the customer contacted our Customer Experience team and received clear guidance on how to initiate a claim. A formal claim was subsequently opened for the reported damaged and missing items, and our team conducted a thorough review of the matter.

  After careful evaluation, compensation for the affected items was approved under the terms of the customers protection plan. The customer may accept this resolution directly through their account portal.

  We understand the customers frustration and appreciate their patience throughout the process. We trust that the resolution provided reflects a fair outcome based on the coverage and information reviewed.

• Initial Complaint

  Date:08/18/2025

  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.

  If I could give zero stars, I would. Clutter has been absolutely atrocious in how they handled my move. They cancelled my appointment the day before it was scheduled, then had the audacity to suggest I should pay a cancellation fee for their mistake. When I called within an hour of receiving the cancellation email, I was told the appointment was gone and there was nothing they could doeven though they were performing a delivery at the exact same address for my roommate that same day. The lack of effort to problem-solve was shocking.This is not just a matter of inconvenience, its a total breakdown of customer service. I scheduled my return well in advance, and yet Ive now been told Ill have to wait another month before they can even consider bringing back my belongings. That means Clutter has left me without access to my own things, with no accountability, no alternatives, and no attempt to make the situation right.What makes this even more frustrating is that I had initially recommended Clutter to friends, thinking Id found a great, efficient service. Instead, Ive been left embarrassed for ever having spoken positively about them. Their operations are unreliable, their customer service is dismissive, and their so-called solutions are essentially just: wait, deal with it, and pay us ********* short: zero effort to fix their own operational failure, zero accountability for the chaos caused, and zero respect for the customer. I cannot stress this enoughif you value your time, money, and peace of mind, avoid Clutter. Theyve left me with an incredibly poor taste in my mouth, and I would never recommend them to anyone.

  Business Response

  Date: 08/22/2025

  The customer completed their pickup onboarding with Clutter on May 25, 2025, and currently has a scheduled delivery of all items set for September 16, 2025.

  Originally, the customer had a delivery appointment scheduled for August 17, 2025. However, on August 10, a required pre-authorization check was attempted and failed due to insufficient funds. The customer was promptly notified and informed that we would attempt the authorization again on August 16 in an effort to preserve the appointment.

  Unfortunately, the second attempt on August 16 was also unsuccessful. In accordance with our payment and scheduling policies, we were unable to proceed with the appointment, and it was cancelled. The customer was informed of this cancellation via SMS on the same day.

  Importantly, no cancellation fee was applied in this case.

  The customer subsequently filed a claim regarding the issue, and a full explanation was provided. As of now, the customer has a confirmed delivery appointment scheduled for September 16, 2025.

  We remain available to clarify any outstanding questions and are committed to ensuring a smooth delivery experience.

• Initial Complaint

  Date:08/18/2025

  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.

  They have taken 300 dollars from me and I never even used their service. They showed up to my storage unit . I got an automated message that they were arriving in 30 minutes the day of my Move . They gave me an 8 hour window that day . The *** called me and said he was there I said I'll be there in 10 minutes . The *** said he can't wait even tho they allowed 5 hours for my move . I said I'm literally 10 minutes away . He said he would call me back and as soon as he hung up I got charged 300. That's a lot of money and I'm so upset and don't want other people to get taken advantage of

  Business Response

  Date: 08/22/2025

  The customer originally scheduled an appointment for August 15, 2025. On August 14, the customer rescheduled the appointment for August 16. In accordance with Clutters Terms of Service, appointments rescheduled within 48 hours of the original appointment date are subject to a $100 rescheduling fee.

  Clutter takes every precaution to ensure transparency around this policy. It is clearly communicated during phone calls, through the online booking process, in appointment confirmation emails and text messages, and is publicly available on our website: ****************************************************************************************.

  On August 16, our team arrived at the scheduled location, fully prepared to complete the service. At that time, the customer elected to cancel and reschedule again. As this was a same-day cancellation, a $200 fee was applied, consistent with our policy. Same-day cancellations incur operational costs, including reserved truck space and labor allocation, which cannot be reallocated on short notice.

  Its important to note that the $100 rescheduling fee was charged on August 14, and the $200 same-day cancellation fee was charged separately on August 16. These charges were not applied simultaneously.

  We understand the customers frustration and have reviewed the concern thoroughly. A claim was submitted regarding these fees, and full compensation was offered. The customer may accept this compensation directly through their account portal.

  We remain committed to fairness and transparency, and we appreciate the opportunity to clarify our policies.

• Initial Complaint

  Date:08/18/2025

  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.

  Clutter picked up all items from a dorm room at ******************* on May 11 2025, kept them in paid storage from May 11 -August 16, and we scheduled a delivery of all items on August 16 2025 between 7-10am to an apartment in ************* . On August 16, our appointment was cancelled by Clutter, and rescheduled for the following day, August 17 between 7-10am (see email about street closure). On August 17, our appointment was again cancelled by Clutter (see email). When we call customer service to attempt to reschedule, we are being told something different by each ****** we speak to. First, nobody is able to help us with a reschedule, as nobody knows where our items are or when a reschedule is possible. When asked what caused the second cancellation, we are being told 1) there was a delay at the warehouse (email), that "there was no contact name or phone number" (which is untrue) and that "there was a parking issue" (untrue for Sunday August 17th). When we ask where all our items are, so we can possibly pick them up today in ********** (one hour away), nobody seems to know. We are being told by one ****** 1) our items are still on a truck, and by a second ****** 2) our items are at the warehouse. Our items are being held by Clutter even though we are repeatedly asking for them to be delivered. Two delivery appointments were cancelled by Clutter. Nobody is attempt to resolve this.

  Business Response

  Date: 08/22/2025

  The customers pickup was successfully completed on May 11, 2025, and the return of all stored items was finalized on August 19, 2025.

  We understand that the cancellation of scheduled appointments may have caused inconvenience. However, Clutter reserves the right to modify service appointments when necessary, as outlined in our Terms of Service, which state:

  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason. ************************************************

  In this particular case, the first appointment was canceled due to a street closure that prevented our team from accessing the customers location. The appointment scheduled for August 17 could not be completed due to an unexpected delay at our warehouse. While we recognize that these changes were disruptive, we want to emphasize that the customers items were ultimately returned in full on August 19, 2025.

  Following the service delays, the customer submitted a claim, and compensation was offered accordingly. This offer remains available and can be accepted through the customers account portal.

  We remain committed to resolving any outstanding concerns and welcome the opportunity to address any further questions the customer may have.

• Initial Complaint

  Date:08/13/2025

  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.

  On 8/3/25 I went online to establish service with Clutter to take my belongings and store them until I move in approximately 2 weeks. I was quoted to have 2 pickup dates 8/12/25 and 8/13/2025. On 8/12/25, one of the guys told me my second pickup date was Thursday I said no its tomorrow and showed him my email. He advised me to call. I did. I explained to several people via phone calls and chats that I have to vacate the premises due to court order and that it was unprofessional of them to cancel last minute like that without a phone call to me (they emailed and Im packing). I then sent a message asking to have my $914 bill credited in the amount of $500. They denied that request. They wont allow me to pay in 3 payments. They over drafted my bank taking $375 on 8/12/25. I wasnt aware my payments would be set on autopay upon booking services. I still dont have a second pickup date for the remainder of my belongings and theyre threatening to auction my belongings they picked up yesterday

  Business Response

  Date: 08/22/2025

  The customers initial pickup onboarding with ********************** was completed on August 12, 2025, followed by a second pickup on August 18, 2025.

  We acknowledge the inconvenience caused by the cancellation of a scheduled appointment. However, as outlined in our Terms of Service, Clutter reserves the right to modify service appointments when necessary:

  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason. ************************************************

  While we understand this may not have aligned with the customers preferred timeline, all items were successfully picked up and are currently in Clutters possession. The customer also submitted a claim regarding the appointment issue, and a response was provided at that time.

  Regarding payment structure, Clutter does not offer installment or divided payment options. Upon contracting our services, the customer agreed to our established payment terms:

  By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. ************************************************

  Lastly, we want to clarify that the customers items were never at risk of auction. Clutter follows a detailed and regulated process before any such action is considered, and in this case, the customer's belongings remain securely stored.
  We remain available to discuss and clarify any outstanding concerns.

• Initial Complaint

  Date:08/13/2025

  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.

  Clutter has my boxes. They claim to have shipped them but ***** has no record of them. The tracking numbers provided show clearly that my boxes were never ever picked up. I have contacted them numerous times. They continue to state that my boxes were shipped - yet provide zero evidence. They have even sent me emails stating the boxes were never sent and returned to the warehouse. See here for evidence:Hello *********,This is ******* with Clutter.Thank you again for your time on chat today. I want to recap where things currently stand and let you know Ill be corresponding with you through this email moving ********** discussed, both of your ***** shipments (#********** and #**********) currently show a Label Created status, which means they havent been picked up or scanned by ***** yet. Ive confirmed that the packages were returned to our ***** warehouse, and Im actively working with our Operations team to understand why this happened and ensure theyre re-shipped promptly.I know how important this delivery is, and Im committed to keeping you informed every step of the way. Ill follow up shortly with a clear update on the next steps and expected delivery timeline.Please feel free to reply here if you have any additional questions or concernsIve got you covered.Warmly,******* Customer Experience Specialist Customer Experience Team Hours Mon - Fri 5 AM - 5 PM PT Sat-Sun 5 AM - 4 PM PT Have you seen our I need help button? Within your online Clutter Account Portal, the I need help button (****************************************************************************) connects you directly with our Customer Experience Team. For the quickest response, select the Live Chat option! We hope to chat with you soon!

  Business Response

  Date: 08/22/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  
  The customer completed their onboarding appointment with Clutter on March 13, 2024. A subsequent return was requested on August 4, 2024, and the items were shipped via FedEx.

  
  While we understand the customer may have preferred delivery on a specific date, Clutters standard shipping process allows ********************************************************************************* this case, the shipment was processed and handed off to ***** on August 6, in accordance with our stated timeline.

  
  Once a shipment is transferred to ****** delivery timing is determined by their transit schedules and is no longer within Clutters control. According to tracking records, the boxes were successfully delivered to the customer on August 12. ********************** does not retain possession of these items once they are shipped.

  
  This information was communicated to the customer, who confirmed receipt of the delivery. We remain available to address any further questions or concerns they may have.

• Initial Complaint

  Date:08/12/2025

  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 moved my things into storage in ********** and told the movers I was moving out of state - they confirmed I could make an appointment once Ive moved.When I was making an appt to move to MA they said they do not service MA and they said I wasn't allowed to pick up at the Clutter warehouse with a 3rd party ******** stuff is still in storage.I WISH I NEVER USED CLUTTER- THEY'VE BEEN EXTREMELY UNHELPFUL.

  Business Response

  Date: 08/22/2025

  The customers onboarding with ********************** took place on April 21, 2025. At that time, their items were successfully picked up and placed into storage. A return appointment has been scheduled for August 26, 2025, during which all stored items will be delivered.

  
  We understand the customer was unable to have their items delivered directly to the location they had originally intended. However, Clutters service areas and delivery policies are clearly communicated throughout the onboarding and scheduling process. Our warehouse pickup appointments are exclusively available in our primary markets, and deliveries are limited to addresses within our active service zones.

  
  To help accommodate the customers needs, we offered to deliver their items to the location of their third-party movers, which was within our service area. This would allow the customer to coordinate final transportation to their preferred destination. A formal claim was submitted regarding this matter, and our team provided a detailed explanation of the applicable policies and available solutions.

  
  We remain committed to ensuring a smooth delivery on August *********************************************************** concerns the customer may have.

• Initial Complaint

  Date:08/12/2025

  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.

  June-8 2025 we booked the move out and pick up for my daughters items. Clutter arrived however, when they started packing up the truck, they informed my daughter that she was the second pick up of the day and they wouldnt have room for all of her stuff because the first pick up of the day had too much stuff. This was 2 days before her apartment lease was up. The movers told my daughter she had to choose at least 6 items to not send in the truck because they didnt have room . The movers shoved things in and broke an item. They came to pick up the items in the afternoon. They told us it was impossible to get another truck that day but if we waited and called clutter that they might be able to get another truck sometime in the next 2 weeks or so but they couldnt guarantee it. We tried to call everyone including managers, customer service etc and spent HOURS on the phone trying to deal with it. All the customer service representatives were in ***** and couldnt get in touch with anyone but told us a manager would call us back in 48 hours (they never did call). My husband ended up driving down to her apartment to pick up the remaining 10 items they couldnt fit in the truck and we stored them at August 7, 2025 Clutter LOST 6 items (because apparently they dont store each persons stuff in their own storage unit but in a bulk warehouse ). I called customer service who told me that her items were put lost, but were misplaced somewhere in their warehouse and they might be found at some point. This is when we found out that Clutter doesnt store items in your own personal storage unit like we were told and paid for. Clutter LOST my daughters 85 inch 6 drawer HUGE dresser. They LOST the glass shelves for her 72 inch entertainment center. They LOST 5 large boxes including all of her decor items, her kitchen items, her large indoor kitchen grill, her panini maker, and her bathroom items.They say they are bbb accredited on their website

  Business Response

  Date: 08/21/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas.  

  
  The customers onboarding was completed on June 8, 2025, and her items were returned on August 7, 2025.

  
  After an issue with the initial appointment, the customer submitted a claim, which was promptly reviewed and approved for compensation. The resolution was accepted.

  
  In regard to the reported missing items, the customer was covered under a $1,000 protection plan. As a gesture of goodwill, we provided compensation that exceeded the plans limit, which the customer also accepted.

  
  Throughout the process, we maintained open and consistent communication, ensuring that all concerns were addressed in a timely and professional manner.

  
  We are fully transparent about how items are stored, and customers can find this information directly on our website:

  
  "Your items will be stored in a clean, secure storage facility in your area. Clutter facilities are a bit like an Amazon or ****** warehouseorganized, clean, and powered by technology."

  
  "Our professionally trained Warehouse Team will group your items together on pallets and move them to shelving. All items will be carefully wrapped, barcoded, and tracked, so they stay safe and clean while in storage."

  
  This information is available at ******************************. We remain committed to customer satisfaction, and all concerns in this case were properly addressed.

• Initial Complaint

  Date:08/12/2025

  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.

  For my first move-in drop-off, I reserved the building elevator from 9:00 AM to 1:00 PM. However, Clutters movers did not arrive until 10:00 AM and did not finish until 5:00 PMfour hours past the scheduled elevator time. As a result, I was fined by my building for exceeding the elevator window, even though the delay was entirely due to Clutters late arrival and extended service time.Ive been trying to work with Clutter to avoid further issues, but Ive been met with extremely unhelpful and rude responses, particularly from ******. Now, Im facing the possibility of another building fine because the team is not honoring the time constraints I clearly *************** a resolution, I am asking that Clutter please adjust the arrival time for the next move to fall within my buildings approved window of 1:00 PM to 6:00 PM. I cannot afford to keep incurring fines for circumstances outside my control.I am simply asking for cooperation and accountabilitysomething I expected from a professional moving service.

  Business Response

  Date: 08/21/2025

  Summary: The customer scheduled their onboarding appointment to July 11, 2025 and noted building restrictions. Clutter communicated that only all-day arrival windows were available. The team arrived within the confirmed window, and the appointment was completed in 6 hours and 47 minutes due to a larger-than-estimated inventory. Valid labor charges were applied. No issue claim was submitted by the customer. For the final return appointment, the customer accepted a priority window after negotiating with the building. Clutter remains available to review concerns through the formal claim process.

  Clutter has reviewed the concerns raised by the customer regarding their onboarding and final return appointments. Below is a factual summary of the events and account activity:

  - On July 3, 2025, the customer booked an onboarding appointment for July 25, 2025 at 7:00 AM.
  - On July 4, the customer rescheduled the appointment to July 11, 2025 at 7:00 AM.
  - On July 7, the customer added the following note to the appointment: Building requires the move to happen strictly between 9:00 AM and 12:00 PM. No mention of elevator reservation was included.
  Between July 7 and July 10, the customer contacted ********************** via chat regarding elevator restrictions. At no point was a specific arrival time promised.
  - On July 8, 2025 Clutter sent the following SMS to validate the building restrictions: Hello, Clutter here. We are finalizing your appointment for 7/11 and see that you are booked for an arrival time that does not match your buildings time restrictions. We are set to arrive between 7am-3pm but you listed the building restriction as 9am-12pm. Are we okay to leave the appointment as is, or would you like to request to change the arrival window to be 9am-5pm? This offer to change your window is only valid until 7/9. Please respond here if you are okay with this adjustment to your arrival window. For this appointment, we are only able to offer an all-day arrival window, we cannot accommodate only 9am-12pm. An exception will have to be obtained from your building or you can log into your account portal to see if a scheduled window is available for a $29 fee. This means the customer was advised from advance that ********************** was only offering to change the arrival window to a different hour but no expectations were given to a specific time frame. In this same SMS the customer was advised that he could pay a $29 fee if the schedule window was available.
  - On July 10, the arrival window was updated to begin at 9:00 AM, per the customers request.
  - On July 10, ********************** sent the following SMS: For your appointment on Friday, July 11, your team is expected to arrive between 9:15 AM - 12:15 PM. Please remain available for the duration of your arrival window. No specific arrival time was guaranteed.
  - The July 11 appointment was billed as follows: free for up to 6 hours, with a $357 premium fee, $9 gas fee, and $155/hour labor rate thereafter.
  - The appointment began at 10:05:55 AM EDT and concluded at 4:53:37 PM EDT, totaling 6 hours and 47 minutes.
  - The customer submitted an estimated inventory of 33 to 42 items, totaling ****** cubic feet.
  - Clutter recorded 53 items totaling ****** cubic feet, validating the labor charges.
  - The labor charge applied was $43.91, corresponding to 0.28 hours beyond the included time.
  - No issue claim has been submitted regarding this appointment.
  

  Regarding the Final Return appointment:
  

  - On August 6, the customer booked the final return appointment and added the following note: I have already had a horrible experience with my pickup i paid a big fine already can we please make sure to work at a good speed and they cannot leave late. No building restriction was mentioned.
  - On the same day, the customer contacted ********************** via chat and referenced building restrictions from 9:00 AM to 1:00 PM, as well as concerns from the first appointment. No issue claim was submitted.
  - The appointment is scheduled with the following billing terms: free for up to 6 hours, $29 time slot selection fee, $9 gas fee, and $155/hour labor rate thereafter.
  - Notes were added confirming the $29 time slot selection fee.
  - On August 11, the customer confirmed acceptance of a priority arrival window between 7:00 AM and 10:00 AM, after negotiating with the building.
  

  As of this response, no issue claims have been submitted regarding either appointment. If the customer wishes to request compensation or further review, they may submit a claim directly through their Clutter account portal. ********************** will provide a response within 5 to 7 business days.

  Clutter remains willing to work directly with the customer to resolve any concerns through the appropriate channels.