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, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

• 

  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:08/31/2023

  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.

  Had multiple items lost and damaged during my time storing items there for less than a month. About $1000 worth of damages were outright refused to be paid, including total screen damage to a **, losing a speaker, and ruining furniture. I submitted a claim officially through their site, provided pictures of the damage, and all they were willing for me to compensate were $150. $120 for cleaning for the furniture (they dragged a futon upside-down, resulting in deep scratches and dirt being embedded) and just $30 for the *** The ** has a dented corner and cracks all along the top right quadrant, and the only damage they were willing to cover were one of the ** legs being damaged. They requested documented proof of damage at the facility due to me picking up rather than having them deliver, stating that there was an inspection site. They basically implied that they want me to expect damages and open everything despite them tightly wrapping every object in packing material. Not to mention, there was no inspection site. I loaded it directly out of the warehouse into a truck. Furthermore, the absolute absurdity of unboxing everything while parked right outside their warehouse to take photos for damages, then repacking and driving out. Furthermore, an item I reported lost would not be covered either. They stated that they can't locate it and there's no evidence of it not being returned, and will thus not provide compensation. Well, there's also NO EVIDENCE that it was returned either, since it was documented and picked up on their website, but not returned to me nor can I locate it. About 6 emails regarding the details of the claim resulted in no change. I also submitted a request to review their decision via phone call, and was promised to get an email regarding this but still have not received anything a week later. Their movers or warehouse workers had to work carelessly for this amount of damage to occur.

  Business Response

  Date: 09/14/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs and stores customers items in secure warehouses.  When booking appointments, customers have access to important information such as booking policies along with general policies outlined in our terms of service. 
  
  Customer items are covered under our Limited Security Warranty Policy and all customers agree to this policy when booking their first appointment. Clutter offers paid protection plans ranging from $1000-2500 in coverage for stored items and a free plan of $1/lb coverage per stored item for loss or damage. Clutter releases liability for item damages once they leave our possession. If an item is moved to a different location after we deliver it, we have no way to determine liability.  
  
  ************************************************
  **********************************************************************
  
  The customer joined ********************** as a ********************** customer on Jul 31, 2023, and closed their account on Aug 19, 2023. They did not purchase a higher protection plan. The customer also opted for a Warehouse final return appointment instead of a standard delivery. Warehouse returns have their own set of policies, namely When booking a facility pickup customers agree to the following policies:
  
  "You or your movers will have a chance to inspect all items before loading. In the rare case an item is damaged, please ensure you or your third-party movers photograph the items. Once your items are moved from the inspection zone, Clutter releases liability of the items, and documentation prior to transportation is necessary for any future claims."
  
  The customer filed an item claim on Aug 21, 2023. 3 items were reported damaged and 1 was lost. After a through review, we denied losing the missing item since all of our scans indicated it was returned. 2 items were approved since the documentation provided showed the damages were present during return. The reaming item was denied compensation since the provided images were not taken at our warehouse. The offer was inline with their $1/lb protection. 
  
  After continued dispute, we went above their $1/lb offer which the customer accepted on Sep 5, 2023.
  
  ********************** considers this case to be resolved.

• Initial Complaint

  Date:08/24/2023

  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 used Clutter to pack and move my things from my old home in East Elmhurst ** to my family's home in ********** and I was charged close to $1700.00 on June 19th for this service. I am storing my items in their home for several months so I couldn't check on most of the items to make sure they are working and not damaged. I recently opened some of the boxes and found that one of the TVs is not working at all (the screen flashes on and off) and the power cord is damaged and bent. I also found scratches and cracks in much of my furniture. The cost of this service was much higher than I expected due to the time the staff took to disassemble and pack my furniture. When I booked the service I let the company know that I had King size bed with an adjustable base and they reassured me that the staff would know how to take it apart and then put it back together, however they did not seem to know how to do this and too much longer than expected leaving me to pay for the additional time. I would like a refund of $1,000 to cover the cost of purchasing a new TV and for the damage to the furniture.

  Business Response

  Date: 08/30/2023

  ******** filed two claims with us regarding these concerns. Tsapelas claim for the extended labor time was approved for $100 as a courtesy for their experience. We have since spoken with Tsapelas and offered an additional $100 to help improve their experience. The labor charges are valid for the time spent on site servicing the appointment. However, we have approved their claim as a customer courtesy. ********'s claim for the ** was denied as Clutter has denied liability. We have requested timestamped photos/videos of the damage to confirm this damage was Clutter caused. We are pending their response to our request.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20517452
  
  I am rejecting this response because:

   

  It is over $500 to buy a new similar ** to the one that Clutter damaged (it is no longer working after the move by Clutter) and I have not been reimbursed for the ** by Clutter. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/05/2023

  Clutter has denied liability for the damage to the television. The customer has claimed damage to the internal workings of the television's electronics. The customer additionally claimed the damage two months after Clutter moved her household goods. Clutter's Limited Security Warranty Policy explicitly states that claims must be filed within 5 days of the incident and explicitly excludes damage to internal workings of electronics from coverage. Electronics are prone to maintenance failures and it cannot be confirmed if the damage was a result of the move. It can equally not be determined how the conditions in which the customer stored the item in the intervening months between when Clutter moved the item and when the customer filed the claim contributed to the item's damage.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20517452
  
  I am rejecting this response because: I was not reimbursed for the damage caused to my TV
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/23/2023

  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.

  My contract states theres no fee for final return delivery of my items to me. Now they want to charge me for the same.Attached is the email which states that the return delivery is free.

  Business Response

  Date: 08/31/2023

  Clutter is a full service moving and storage company. ****** hired Clutter to move their items into storage on September 6, 2020. The release agreement which can be viewed in the customer's account portal, does not guarantee free delivery.

  Free delivery is a promotional offer and, per our Terms of Service, is at Clutter's discretion to offer and suspend:"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. 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. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account. We may, from time to time and in our sole discretion, offer certain discounts, promotional offers, or referral codes (Promotions)in connection with our Services. You agree that Promotions are offered subject to our right to manage, regulate, control, modify, revoke, and/or eliminate the Promotions as Clutter sees fit, in its sole discretion, for any reason or no reason, in any general or specific case, and that Clutter will have no liability to you based on its exercise of such right."************************************************

  We have attempted to reach ****** to discuss and work towards a resolution. The customer has been unresponsive to our calls and emails.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20511968
  
  I am rejecting this response because:
  The promotional offer was valid when I signed in. So I should get it now. Also, no one has tried to reach me or contact me.
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/05/2023

  Per the Terms of Service language, Clutter can suspend promotional offers at our discretion. Clutter notified all customers of changes to the Terms of Service in September of 2022. Clutter has made multiple attempts to contact the customer but have been unable to get in touch. The customer is welcome to contact our support line or to reach out to us via the "I need help" button in their account portal.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20511968
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/21/2023

  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.

  Clutter lost two of my boxes and didnt tell me about them until the last minute. I wrote them a message asking for the full insurance money for these items given that I didnt even know what was in these boxes and I had a lot of valuable items. I paid insurance for over a year and trusted clutter to keep my items safe. Instead, they offered me $40 per box. I called them repeatedly and asked to speak to someone repeatedly and they refused to allow that. I said I should at least get a refund on the insurance I paid for ($180) which is still worth less than the items in the box. They refused and kept telling me to continue complaining to different departments. Nobody could help remedy the situation. Finally, even though I did not agree to $40 per box, they said they were moving forward with it. I did not agree to this or sign that I was OK with it. I am flabbergasted at the lack of professionalism and lack of customer service. I have spent hours of my life on the phone with or emailing various people who have offered no help.

  Business Response

  Date: 08/28/2023

  ****** filed a claim with Clutter regarding two missing boxes. As the boxes were packed by the customer, and were not packed by our team, we cannot verify the contents. We approved their claim according to our Limited Security Warranty policy at $1 per pound. ****** has since accepted the claim offers and signed the settlement agreement.

• Initial Complaint

  Date:08/16/2023

  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.

  We chose Clutter from a referral. I wanted my items 10 days prior to receiving them. I attempted to make an appointment to pick items up and I could only pick up items on same day at delivery appointment. That was an additional red flag. You were charging me 700+ and ******an hour. In addition to the storage fee you charge a fee of 700+ for what? If I picked up the items myself it would have been 500+ for me to pick up my own items.The two men arrived at our address at 9:15am. Upon arrival we educated them to where to bring items and that there is two beds and a tv stand to be put together. They both say they do not put stuff together. We were then informed that they were called in from ******** and were not part of the ********** Team because they called out. I say what we were quoted ****+ and you do not put thing together. I was told they do not have to put the items together. The only saving ***** was ******. He humped everything up all of the steps. The other guy stayed on the truck and did hardly anything. We were told that they needed their moving blankets. SO GUESS WHO UNWRAPPED EVERY ITEM. The men left the tape ***** that we created by unwrapping the items that you company was to take care of. I then called customer service. **************** is s*** Not one person is affiliated with CLutter. when asked to transfer to office in swedesboro I was told I do not have a way to do that. I asked for contact name and the "supervisor" stated he did not know the name to give me. What a crock. He was reading from a script. I have not paid my bill and do not plan to unless you correct it. Your website false advertises and had hidden fees that is not known prior and like I said before it will be well known not to use your company.

  Business Response

  Date: 08/25/2023

  *************************************** Claim BBB *********************************************************
  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  *********** completed an onboarding appointment with us on July 20, 2023 where Clutter picked up her items and placed them in storage. On July 28th, *********** filed an issue claim to request compensation for their experience during their appointment. *********** claimed $700 because she was unsatisfied with the fact that her storage plan had to be upgraded and for the cost of the delivery of her items. At no point during the booking process is it suggested that the delivery of her items would have been free, and *********** was alerted to the cost of booking her Final Return of her items when she booked the appointment. 
  Prior to ************ initial Clutter appointment, she told Clutter that we would be picking up 561 cubic feet of items. On the day of her appointment, we ended up picking up 699 cubic feet of items, which placed her into a 10x 20 storage plan. After a review of her claim, Clutter provided $210 as a courtesy to cover the difference between the 10x15 to 10x 20 plan. The customer accepted this amount, and the credit went towards her final delivery charge. 
  In her claim, *********** also suggested that her movers were moving too slowly. Given that Clutter packs, wraps, and photographs each item while adding it to an online inventory, appointments may take a bit longer than a typical moving service as Clutter provides extra services. After review, the appointment was well-within Clutters standards for a pickup of this size. 
  *********** completed a final delivery appointment on August 14th, 2023 of all her items in storage. This appointment entails the return of all of the stored items that the customer had in the ********************** Facility stored in smart storage.The customers final labor bill was for $1169.4. The credit of $210 that Clutter provided to the the customer went towards this charge, and as of this response, they have an unpaid balance with Clutter in the amount of $959.41. 
  On August 15th, *********** filed another claim for $1,000 to cover the delivery cost of her items. In the claim, *********** stated that the movers were inefficient and has disputed the labor bill charges for the Clutter final return of items serviced. As *********** has not paid 1 cent of her bill for the delivery of her items, a member of our Trust & Safety Team attempted to call and email the customer to see if we could come to a resolution and offer a discount towards her final return. *********** has since been unresponsive, and not paid her bill, so her claim was denied for the time being. This being said, the bill for her final delivery is correct and a valid charge per the terms of service and the terms of her account that she agreed to. 
  At this time, Clutter has made various attempts to settle the claim with this customer and they have been unresponsive. They still owe their final bill, and amount as of right now, that should still be paid in f
  
  

• Initial Complaint

  Date:08/09/2023

  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 contacted Clutter for a specialty quote and opted for a phone call instead of their online platform. During the call, I was informed I'd receive a quote, a pre-authorization charge, and an invoice, and was assured of free cancellation up to 48 hours before the scheduled move.I later received a call from a "live operations specialist", who emailed me the quote. After finding the quote too expensive, I informed the operations specialist via email on August 8th at 4:16 PM of my decision to not proceed. The following morning, I was informed of a $119.00 charge. It was also communicated that I should cancel via their client portal a platform I was unfamiliar with and had never been informed about.Upon contacting customer service, I was told the charge was non-refundable and instructed to cancel through the portal. Doing so resulted in another $100 "non-refundable" cancellation fee. All these charges were imposed without any service rendered, save for the quote.The process exposed Clutter's inadequate communication regarding their terms of service. Their offer to use phone/email for communications, but then forcing customers to utilize an unfamiliar portal without prior notification, is concerning. This experience feels misleading, especially when considering the unexpected fees.If this isn't due to oversight, it suggests an unethical business model: routing higher-priced quotes through a less transparent system, then benefiting from cancellation fees due to the lack of clarity.

  Business Response

  Date: 08/18/2023

  Clutter is a full-service storage company. In addition to in-demand storage, Clutter offers traditional moving services. The customer booked a move for 8/11/23 on 8/7/23 and canceled the move on 8/9/23. Clutter charges a nonrefundable moving deposit for 10% of the estimated costs and a $100 cancellation fee for all appointments canceled within 48 hours. The customer was billed $119 when they booked the move and charged $100 when they canceled the appointment.
  
  We attempted to talk to the customer by calling 3 times and sending 1 email to discuss resolutions. As a courtesy, weve gone ahead and refunded the $100 fee but the moving deposit remains. Should the customer return our calls or email, we are willing to continue working toward a resolution. 

• Initial Complaint

  Date:08/08/2023

  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 was quoted a rate for storage services via phone and provided my credit card.Movers took items and were great.On scheduling my return of items, I was advised I had to pay $239 to get my things back - a fee I was never advised about. I was also told I needed to use 1hr minimum of labor for $120 - Also a fee I wasnt told. Complained to Clutter via 10+ emails. They acknowledge I wasnt provided pricing as they listened to calls but are refusing to refund me.Heres the email I received verbatim: We listened to the calls you had with our sales team and apologize for the fact that the $239 return service charge was not mentioned. This was a mistake on our part but the $239 return service charge was always valid and is charged for month-to-month customers such as yourself. We cannot completely waive the charge but approved a $60 offer to mitigate the costs.

  Business Response

  Date: 08/12/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. The customer was onboarded with us on Jun 27, 2023. By booking an appointment, customers agree to our terms. The appointment was booked by one of our sales specialists. 
  
  The customer filed a claim on Jul 7, 2023, to dispute his final return service charge and requested a refund/credit of $239. During a call with our sales rep, we told the customer that hed owe a $239 warehouse fee along with a $122/hour labor rate for his pickup. When asked about the final return fees, our sales rep made a mistake and only mentioned the return labor rate. The return was always going to be billed at the same $239 warehouse fee and $122/hour labor rate. 
  
  Due to this, we only partially approved his claim. The customer booked a return for Jul 18 and was charged the $239 service charge.
  
  After an extended dispute, we agreed to meet their demand of $239 which the customer accepted. ********************** considers this to be resolved.

  Customer Answer

  Date: 08/14/2023

   
  Better Business Bureau:
  
  It was only after I filed this report did Clutter finally refund me the $239 after dozens of emails and calls - even though as noted the company made a mistake and failed to inform me of a fee.

  The company also failed to refund me the 1 hour minimum labor charge that was not mentioned on the call (but mentioned in their note) and I am working via Chase given how frustrating it has been to work with Clutter directly.

  Their team  fought tooth and nail not to refund me when as noted they made a mistake.

  Thank you for applying pressure to get the company to process a refund for the bulk of the issue.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/04/2023

  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 created a storage account with clutter.com, initially they gave me the wrong code to the storage facility and didn't answer their phones. So on my moving day, I could not access the storage I had paid for for over 3 hours. They were not apologetic and they did not offer me a refund to compensate for the inconvenience of my move being delayed, my time, or the confusion. Later on, in scheduling an appointment to get my items, they are making up crazy rules, and fees left and right to prevent me from closing my account and getting my items back. I have never tried so hard to resolve something or dumped so much money into undisclosed fees. It's clear from their actions they do not want me to get my stuff back, they want it to be stuck there so I have to keep paying them.

  Business Response

  Date: 08/11/2023

  Clutter has attempted to resolve this complaint but no customer account matching the plaintiff's details. We contacted the plaintiff with the provided email and phone number but received no response to our email and the phone number belonged to someone else who abruptly ended our call after answering. Clutter has resolved this as a false complaint. 

• Initial Complaint

  Date:08/03/2023

  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.

  I authorized Clutter to pick up the belongings from my *********** apartment for their service. I was told I wouldnt owe anything and was charged over ****** about ****** to be exact (i think) but my credit card naively didnt block the transaction and this was taken but not posted to my account so its a hold but it was money I use towards bills. I was not given much update in terms of why they seemed to take so long. I didnt have a lot so the fact it took them 2 hours is ridiculous. They needed to have someone pack up the stuff first because the bed would take no time at all to be unassembled. So Im disputing that. Not to mention they apparently cant take stuff I said in my chat that I had (cake mixes seasonings and cleaning products) its one thing to not take seasonings and boxed foods, however they couldnt take stuff like ************* and things like that? What the???

  Business Response

  Date: 08/11/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. The customer was onboarded with ********************** on 8/2/2023 with a 4-month commitment which provides a discount on their monthly storage rate and 1 hour of free labor for their onboarding and final return. Customers are also encouraged to complete a virtual walkthrough of their items so our team can provide an accurate quote and time estimate for their appointment. By booking and completing their first appointment, all customers agree to Clutters terms. This appointment was free up to 1 hour and had a $59 pickup & packing fee + $122/hour labor rate thereafter.

   

  ************************************************
  
  On Aug 2, the customer filed an issue claim to dispute the charges from her onboarding. 
  
  On Aug 3, 2023, the customer reached out to our support line to express her billing frustrations and spoke to a member of our Trust & Safety team. The customer had concerns with our preauthorization holds and mentioned how she did not approve $500 in charges that were billed after her first appointment. She also explained she had a referral code.
  
  We explained that the preauthorization hold is a standard procedure where our system places a brief hold on a customer's credit card to ensure there are enough funds to pay for their move. This amount was already refunded by our system. We also clarified the $500 in charges they saw. This was her $159/mo storage rate, $15 protection plan, $59 packing supply charge, and a $292.80 labor charge. Unfortunately, we cannot redeem referrals after an appointment has been completed.  The customer disputed this and we informed her the issue claim is still under review.
  
  On Aug 4, we reviewed the claim and offered $140.43 to lower the labor bill to match our initial labor quote of $152.40 after determining that the order took slightly longer than expected despite the customers virtual walkthrough being an underquote. We expected to store only a mattress, bed frame, bicycle, and an extra 25 cuft of items totaling 86 cuft. We actually picked up ****** cuft and noted there was quite a bit of miscellaneous items to pack. When we arrived, the customer was not on site and our team had to wait for the leasing office to grant ****** to their unit. Our team was onsite for 3 hours and 24 minutes. 
  
  After this, the customer disputed further and explained that someone from Clutter promised no payments for 4 months and that they had a Groupon for $350 off. After a thorough review of calls, chats, and emails, we determined that no one promised 4 months free and that no Groupon promotion was ever purchased as the customer never provided proof of purchase. 
  
  The customer filed another issue claim on Aug 10 to request $525.80. The claim was partially approved with an offer of  $59.57 which brings our total offer to $200. This lowers their final labor charge to $92.80. 
  
  With all of our offers and the free hour of labor, the customer is only paying for 45 minutes of labor. Despite the customers objections, Clutter does not believe the appointment could have been completed in 1 hour. We attempted to resolve this by providing a steep discount to their labor charge but the customer has continued to threaten lawsuits. Clutter has offered the maximum compensation available for their claims as we verified that no one promised 4 free months of storage. We do not store foodstuff as it is on our list of prohibited items: ********************************************************************************************************************************

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20415334
  
  I am rejecting this response because: The facts stated in this email are somewhat accurate but not completely. I was told there was nothing upfront. I wouldnt have authorized that and they werent clear from the start. 
  
  

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/19/2023

  We confirmed via chat and call logs that no Clutter employee promised free storage. The customer asked our sales rep a hypothetical question on how much they'd owe if they had a Groupon $350 promotion. We told the customer that they probably wouldn't pay anything for a few months since if they had the Groupon and if their onboarding takes less than an hour. No Groupon was purchased and the onboarding took over an hour. Their storage 4-month commitment comes with 1 free hour of labor for their onboarding and final return. They are billed an hourly rate after the first hour is up. After the free hour of labor and our courtesy refunds, the customer is only paying for 45 minutes of labor.

  
  The pickup was an underquote with various items that needed packing left out of their virtual walkthrough. The customer was not onsite for the appointment and our team had to wait on building management to be let in.We do not believe this appointment would've ever been less than 1 hour. 

  
  Clutter is dedicated to resolving this issue but we have provided our maximum compensation for this matter.

   

  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20415334
  
  I am rejecting this response because:
  

  First of all thats false. I was told inaccurate information and that wouldnt be my issue. Adding it up there was around 300 ish or 200 ish left. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/03/2023

  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.

  Over two+ years, I paid ~$6000 to Clutter to A. ***************** B. Store my items C. Return my items When I received my items, my chairs, rug, and mattress were molded due to improper packaging -packing was done by Clutter. My dresser legs were torn off, tables were scratched, the sofa was damaged due to improper packaging - packing was done by Clutter.When the movers came, they told me they would take and share pictures, they recommended me to return the dresser, rug, chairs to the storage unit, and that customer service would call me shortly to refund my storage costs, moving fee, and the items they damaged. When they left, I called customer service within the hour because I had not heard from the manager. After asking multiple times, Clutter refused to share the pictures it took (which are on record) and did not permit me to drive to the warehouse to take pictures that same day. The mover also requested to use my bathroom, and once he left, I noticed that he missed the toilet and left a puddle of urine on the floor. Please note that he walked all over the house with urine on his shoes.Then a few days later I was told that the refund was up to a dollar a pound, totaling a refund of $300. My items were worth $3000. When I requested my items back, Clutter told me that I refused the items and they were permanently lost; I never signed any paperwork nor was explained that i would never see my things again. Clutter offered $200 extra for inconvenience and $100 for the puddle of urine on the floor. Total offered refund value is $600. I paid Clutter ~$6000 to move and store my items safely; my items were worth $3000 - a total of $9000. I am asking for a refund as Clutter did not deliver on its promises to keep my items safe and had negligent movers that told blatantly false information that led to my items being both damaged and effectively stolen (taken secretly and misleadingly).

  Business Response

  Date: 08/12/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. The customer was onboarded with MakeSpace on 10/9/2020 which Clutter acquired in 2/2022. By continuing to store with Clutter after the transition, all customers agree to Clutters terms and were properly notified prior to the transition. Customers are also given the opportunity to purchase a protection plan for their items but the customer never did so they were enrolled into Clutters minimum protection of $1/lb per stored item. The customer closed their account and returned their inventory on 7/3/2023. 
  
  Immediately after their final return an item claim was filed for damages to 5 items and an issue claim was filed for an issue with her return. 
  
  On 7/4, another item claim was filed for damages and a final item claim was filed on 7/7. 
  
  Each item claim was approved with offers in line with their $1/lb protection plan. Their issue claim was also approved.
  
  Throughout this time, Clutter: Trust & Safety leadership has been in contact with the customer to resolve their concerns as the customer is disputing the claim offers. The dispute is ongoing and we encourage the customer to check their active correspondence for updates over the coming days. 
  
  Clutter acknowledges the situation has not yet been resolved within the time constraints of this complaint but is actively working on it.