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 Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  
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  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  
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  Clutter

  19801 85th S Kent, WA 98031

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:12/13/2023

  Type:Service or Repair 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 hired clutter for moving and storage services on 11/14/23. I used a debit card which had some fraudulent activity occur a couple of weeks ago, so that card was closed and replaced with a new one. Today, 12/13/23 there was a $25 charge and then a credit from clutter on my new card that was never updated to clutter's system. One of their reps told me that they had no record of the charge in their system, so i sent them a screenshot of the balances taken from my new card. I asked to be connected to a manager and was told that one would be in touch within 2 days. I believe they have unethical practices in place and are mishandling customer's personal/sensitive information.

  Business Response

  Date: 12/14/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs and stores customers items in secure warehouses. The customer joined ********************** as a ********************** customer on 11/14/23.  Before an appointment, Clutter charges a temporary preauthorization hold that is immediately refunded to ensure the credit card on file has enough funds to pay for the appointment. The temporary hold is a small percentage of the estimated appointment cost. 
  
  Per Clutters Terms of Service, they agreed to the following:
  
  You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred.
  
  A few weeks after onboarding, the customer canceled card 1 due to fraud and uploaded information for card 2. Card 2 became their new default card for recurring monthly charges but card 1 was still on file.
  
  The customer booked a second appointment and card 1 was successfully charged for the temporary hold. The next day after changing their credit card information, card 2 was billed for the temporary hold. Both charges were successfully refunded. 
  
  Certain banks/credit card issuers allow recurring charges from preauthorized vendors to be charged despite a card being canceled. This is a feature to prevent payment disruptions in the event a card is canceled due to fraud or it becomes lost. During a call, the customer confirmed that both cards are tied to the same account.  Since these were tied to the same account, the customers bank allowed the charge to go through for card 1 which showed up on their bank account.  
  
  This is not fraud; the customer freely gave us their credit card information for all charges and their bank authorized the payment. Clutter did not charge 2 different cards from unrelated bank accounts. The customer needs to contact their bank to disable this feature to prevent future occurrences. We attempted to explain this to the customer but they werent open to discussion. They are free to cancel their storage at any time should they reject our policies. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 21001767
  
  I am rejecting this response because:
  This company was never authorized to make any non agreed upon charges to my account, any account, regardless of it being temporary or not. They were never given permission to make any transactions directly from my bank account, only through the card on file, which was not active when they charged me. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/15/2023

  While we understand the customer's response, this is not a case of fraud. The customer authorized us to use their credit card and they should question their financial institution on why they authorized a charge for cancelled credit card. As we explained previously, multiple credit cards and banks allow vendors to continue billing cancelled credit cards as long as the bank. The customer needs to review the terms and conditions of both their credit cards and bank account. ********************** has exhausted all resolution options for this complaint which are limited since the $25 preauthorization hold was immediately refunded (which the customer agreed to being charged when joining Clutter and accepting our terms). The customer is free to seek their own resolution outside of Clutter for the refunded $25 temporary charge. At this time, we have not commited fraud and urge the customer to consult with their bank.

  Customer Answer

  Date: 12/19/2023

   
  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:12/11/2023

  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.

  Prior to my appt I provided pics of the rooms in my 2 bd apt and specific directions that the truck should be parked in the alley behind my building. I spoke with customer service on 3 occasions to document my belongings and ensure everything was ready. 3 movers arrived on the agreed upon day around 9am but came with a tractor trailer sized truck that was too large to fit in the alley as instructed. Because of this they had to park their truck in front of the building and leave by 3PM due to parking rules. They were further delayed since the front entrance to the building had a lot of foot traffic. They were unable to complete the job that day. The next day my leasing office squeezed them in but they had to finish before 12PM as the dock was already reserved for the rest of the day, and they could arrive as early as 7am which they agreed to. The next day, I called all morning and the movers arrived at exactly 12PM. Expressed my frustrations to customer service and reached out to my leasing office to arrange a reservation for the 3rd time. They agreed to allow the movers to use the dock between 8AM and 10AM. The next day only 2 movers arrived and job was not done until 830pm. When I tried to file a claim, they said that they only had one truck size and I should have told them I didnt have a normal sized alley. The trucks could fit in the alley on day 2 and 3. I was able to obtain camera footage of the truck from my leasing office to show that the trucks were not the same size. They quoted me $280/month for storage but during the move they sent msgs saying they were increasing the size resulting in a higher monthly storage fee. I didnt see the messages but would have never consented to a $350/month storage fee. Also the contract said that they could not increase my bill by over 25% of the quote. By the end of this, my bill was $3480, 99% higher than the initial quote Id received at $1748. When I tried to dispute they threatened to throw my stuff out of storage.

  Business Response

  Date: 12/19/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs and stores customers items in secure warehouses. The customer joined ********************** as a ********************** customer on 7/27/23. We recommend customers complete a virtual walkthrough prior to their appointment. This allows us to better estimate the amount of items that will be stored and generate a more accurate quote.
  
  Per Clutters Terms of Service, they agreed to the following: 
  
  You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred.
  
  The customer submitted a virtual walkthrough which based on item selections, estimated 687 cubic feet of items. In actuality, we picked up 949 cubic feet over 2 days. Our team reported that there were delays due to the high-rise pickup location in a busy area along with lots of packing.  During their 2nd pickup on 7/29/23, the customer received 3 warning texts from us to inform them of their impending storage plan upgrade. 
  
  After their onboarding was complete, the customer opened an issue claim to dispute their costs. As a resolution, we offered a monetary sum which the customer has not accepted. There were some faults caused by Clutter and some that were extenuating. The truck that arrived at the first appointment was appropriate for the volume we were expecting to move into storage, the fact that it did not fit in the alley caused delays and contributed to the need for the second appointment.  It is up to the customer to inform ********************** staff of potential obstructions and take appropriate precautions to avoid them.
  
  When we attempted to schedule Day 2 on 7/28, scheduling conflicts caused the team to arrive outside of the designated arrival window and led to it being delayed until the 29th.  
  
  Day 2 had its own difficulties such as the lack of personnel, we only had 2 movers available to send due to other obligations.  Most of the items being moved into storage were part of the second appointment so it took an extended amount of time to complete.
  
  Due to the inaccurate virtual walkthrough along with the issues mentioned previously, the final price differed from their quote. The customer also disputed these charges with their bank. Our storage pickups are billed on a pure per hour/per mover labor rate.
  
  We understand our offer *** not resolve this customers dispute but we are still in communication with the customer and seek to resolve this directly with the customer. 

• Initial Complaint

  Date:11/29/2023

  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.

  In May of 2023 I contacted Clutter to have my items returned to me from storage. These items were placed in storage in March of 2018. At that time, I had contracted with a company called "MakeSpace," but somewhere along the line, it appears that Clutter bought out the MakeSpace contracts. At no time between March 2018 and May 2023 was I contacted by Clutter to be informed that terms relating to insurance or broken items had changed, nor was I given the chance to buy insurance nor explained why I might need that insurance. 99% of my items were books in hard cases, so those were easily moved and stored. However, I also stored a coffee table with lucite legs. Upon delivery of my items, the books in boxes were fine, but the coffee table was completely destroyed (four out of four legs on the coffee table were shattered beyond repair). When I spoke with the delivery people they explicitly told me things like "I'm just the driver. But yeah, Clutter employees don't really care about MakeSpace contracts. That stuff just gets thrown around in the storage facility and during loading." That is almost a direct quote. When I filed a claim, after a kind of maddening back-and-forth, I was told that since I hadn't purchased additional insurance (which, again, I had no knowledge or awareness of) I would only be offered compensation for my item based on a formula that was $1 per pound of the item's weight. So, for this coffee table that cost me nearly $1,000, and was now irreparable, Clutter was now offering me $42. And this is after paying FIVE YEARS of monthly $114 payments on time, every time. I am beyond disappointed. I paid my share. The one job Clutter had was protecting my stuff. And it wasn't some kind of rare, difficult item. It was a coffee table. This compensation model is laughable. I caution anyone against using Clutter. Please look at reviews. I am not the only one with this complaint.

  Business Response

  Date: 12/07/2023

  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.
  On March 23, 2018 *************************** contacted ****************** for item storage. Makespace was aquired by Clutter on Feburary of 2022. The claimants account was tarnsiotned over to Clutter March of 2022. All prior Makespace customers were notified of the acquisition Feburary of 2022 via email. 
  ******* filed a damaged item claim with Clutter and was evaluated under the minimal Protection Plan converge as no additional coverage was purchase by the claimant. Clutter covers up to a $1/lb for stored items if customers do not select additional coverage. As the claimant did not purchase a Protection Plan with Makespace, Clutter evaluated the claim per our Limited Security Warranty Policy. 
  Make space covered each item at $.60/LB whereas Clutter covers each item under their basic protection plan coverage at $1/LB. 
  .
  "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"
  
  **********************************************************************
  MakeSpace is no longer a compnty. Thus, Clutter Terms of Services apply. 
  Clutters Terms of Services states as follows. 
  You must read and agree to these Terms before using the Site or Service. If you do not agree to these Terms, you may not use the Service. You may use the Site or Service only if you can form a binding contract with Clutter, and only in compliance with these Terms and all applicable local, state, national, and international laws, rules, and regulations.
  
  Free delivery is not guaranteed indefinitely by the Terms of Service. By the time Makespace and Clutter had merged Makespace had suspended free delivery. Please see Clutters Terms of Service in regards to promotional offers:
  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.
  The claiment accepted the claim settlement offer and received payment for the item claimed on November 24, 2023. Thus, the claiment has violated the terms of the Settlement Agreement. 
  
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20934394
  
  I am rejecting this response because: the response from Clutter is absurd on its face and relies on boilerplate legalese to ***** their responsibility. It is the same boilerplate language that I have seen them use in response to a number of complaints that are similar to mine. As noted in my initial complaint, Clutter employees admitted to me when delivering my items that their colleagues in the warehouse explicitly mistreated and mishandled items associated with accounts that had been transitioned from MakeSpace to Clutter. And beyond this admission, I had every expectation that my items (this coffee table in particular) would be treated with a reasonable (or even minimal) amount of care. The damage was not done by some kind of freak accident like a leak in a storage facility. This damage was done when the item was moved in the storage facility or in transit and it is very clear that no care whatsoever was taken when moving my items. At no point did MakeSpace or Clutter announce that their employees are allowed to be willfully negligent in how they handled items in their care (again, this fact was shared with me by a Clutter employee - it's not an assumption on my part). If I had known that Clutter employees were allowed to act in such a manner, I might have considered additional insurance or even considered using a different company. We had a contractual agreement to move and store my items and use reasonable care in doing so. I paid my bill timely for five years. Clutter either has no controls in place to monitor employee conduct, or is aware of it and refuses to do anything to monitor the behavior of it's employees in relation to how they handle customer property. Now I'm stuck with broken table and an absurd compensation that amounts to less than 5% of the original price of the item. Clutter purports to store items safely, but in practice, it allows its employees to do whatever they want and break customer property without any consequences. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/18/2023

  Clutter's Terms of Service constitutes a valid contract between Clutter and its customers:

  "This is a contract between you and Clutter. You must read and agree to these Terms before using the Site or Service. If you do not agree to these Terms, you may not use the Service. You may use the Site or Service only if you can form a binding contract with Clutter, and only in compliance with these Terms and all applicable local, state, national, and international laws, rules, and regulations."

  Clutter is not an insurance company and is not obliged to provide full coverage for damage or loss:

  "Clutter agrees to provide you with a limited security warranty regarding your Customer Items as set forth in the terms and conditions of our Limited Security Warranty Policy. This Limited Security Warranty Policy is expressly incorporated by reference herein. The Customer Items are not insured by ********************** against fire or any other casualty, and Clutter does not sell insurance for any risk or purpose."

  Using terms like "boilerplate" or "legalese" does not invalidate the Terms of Service. If ******* would like to appeal for an offer above the limitations of his Protection Plan he is welcome to contact the Trust and Safety team.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20934394
  
  I am rejecting this response because: 

  Clutter is in breach of our agreement based on flagrant and willful damage to my property. 

  Using terms like "Limited Warranty" and "Terms of Service" doesn't mean that you get to run a storage business where employees break the items that are being stored. I'm sorry that it's difficult for the legal team at Clutter to admit that their company is not good at the one thing they are supposed to do, but that's Clutter's problem to deal with. When employees freely admit to customers that warehouse workers "don't care about MakeSpace accounts" and describe conditions in the warehouse that are absurd (throwing items, damaging items through reckless moving techniques, and not reporting any of it to customers), I would think that the company might want to take stock of its standard operating procedures, training, and supervision practices. And that it might want to make a reasonable offer to satisfy a legitimate customer claim. As it is, the company uses deceptive practices describing the care that they say they will take with items, but having no intention of taking said care, and by claiming that contracts from a prior company that it bought did not meet the same terms as Clutter's terms. Nor is it fair that customers affected by the Clutter purchase of MakeSpace were never explicitly warned about the need for insurance nor given adequate opportunity to avail themselves of said insurance. Warranty terms were never explicitly explained to customers who had contracts with a prior company, and the metric for reimbursement ($1 per pound of item weight) is an unfair practice as relates to the consumer. There is no world in which customers can reasonably be satisfied when the value of furniture is determined by a metric of $1 per pound of item weight, especially when the actual value of replacement of broken items can easily be found online. Clutter is triggering UDAAP violations with their practices and customers should be forewarned before entering into any contract with them. 

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

• Initial Complaint

  Date:11/17/2023

  Type:Sales and Advertising 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 regarding my move, where my belongings would need to be stored for a couple of weeks and then delivered to my new house. They said no problem. They set up a date for them to come out and quoted me a price. After the first day, they said the job shouldve been for 10 guys in one day and that they would have to come back two more times to pick up my belongings. They keep charging more and more for labor. I called customer service they said file a claim online. I have been displaced due to an unsafe situation with my husband and couldnt get into my new home immediately. Again, each time they come they complain and say theres something else keeping them from doing the job and finally they just left furniture and I had to pay prorated rent. I attempted to set up the delivery of my items and now theyre telling me nothing is available for almost a month. When they quote you Initially they tell you they need 24 to 48 hours to set up delivery. Three weeks to a month means my children will be sleeping on the floor in an unfurnished home. I desperately need assistance with this matter and every time I call somebody tells me something different. Its a very poorly run company . People are not trained regarding honest guidelines for pick up and delivery. They just keep putting me off and I call back again and they say they still havent gotten confirmation that the items were picked up and stored. This is a terrible way to treat a displaced, woman and children , in the midst of a crisis. In addition to the other concerns, they keep upping the cost their entire situation. If they had been honest from the beginning, I would have used a company that would have done what they said, within the timeframe promised. Their customer service staff is clearly trained to sell their services, but when assistance is needed, they just refer you to an online claim process. This creates an anxiety and fear.

  Business Response

  Date: 11/26/2023

  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.
  On Nov 10, 2023 ****** hired Clutter to pick up her items and bring them into storage, onboarding into Clutters Smart Storage service. Ahead of the appointment ****** filled out a questionnaire to let Clutter know how many goods were to be picked up so that Clutter could dispatch the appropriate number of movers and resources to service the appointment. Based on the information provided in the questionnaire, Clutter estimated that the appointment would be sized at ****** cubic feet (CuFt). Clutter additionally requests that customers complete a virtual walkthrough by providing Clutter pictures or video of the residence that Clutter would be servicing so we can most accurately estimate the necessary labor for the appointment. The virtual walkthrough was not completed and so Clutter prepared for a move that was estimated at ****** CuFt given the information available.
  When Clutter movers arrived on site for the moving appointment on Nov 10, 2023 it was determined that substantial packing help was required and that an underquote of the necessary labor was present, which would likely necessitate subsequent appointments to fully service the move. On Nov 10 Clutter movers picked up ****** CuFt. A subsequent appointment was booked for Nov 12, 2023. During the Nov 12 appointment Clutter picked up an additional ****** CuFt. A final appointment to complete the move was scheduled for Nov 16, 2023, in which Clutter picked up the remaining items accounting for an additional ****** CuFt. The total CuFt stored for the customer was ******** CuFt, nearly double the amount of CuFt initially quoted to Clutter.
  Clutter charges per each appointment and does not schedule an appointment without a customers consent. If a customer consents to a subsequent appointment they are agreeing to additional labor charges. Clutter offers different rates for different Smart Storage plans with increased storage fees corresponding to increased amounts of CuFt a customer places into **********************. Labor rates and monthly fees are disclosed via a customers account portal and are free to review at any time. 
  Clutter additionally offers customers with a claims portal so that they can raise concerns for billing or rates and request monetary or operational resolutions from the business. As of Nov 12, 2023 a Clutter representative advised ****** to file an issue claim with specific instructions on how to do so for the issues described in the complaint and she has so far declined to do as such.

  At this time, ****** has a return scheduled for Nov 26, 2023, 10 days after her last pick up appointment.

  
  

• Initial Complaint

  Date:11/14/2023

  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 had two moves with Clutter in October (10/6 and 10/21) and had multiple issues with them during that timeframe. I'm filing a complaint with BBB because I'm horrified at the amount of damage caused to my items. I had two items totaling over $5k in cost that were never delivered to me. I had over $11k worth of items that were destroyed or broken and not usable. I had other highly valuable items that were badly damaged (they put multiple rows of tape on wood which peeled finish/wood off, tore fabric, scratched furniture badly, etc). My house paint was also damaged and new hardwood floors scratched - both of these were new and I asked the movers to be careful with both of these which was disregarded. I'm being offered compensation of $1,700 from Clutter which is extremely insufficient. I need proper compensation especially for items that were broken to the extent of being unusable or completely lost. I would absolutely not recommend this company.I had other issues with them as well: I had to schedule multiple moves instead of just one because they had "delays" with inventory. I was charged for the second date even though I was promised no charge. Due to disability, I had to hire help on 2 dates instead of 1 which cost me additional money. I was incorrectly billed more than once as well and had to get adjustments. Lastly, when I signed up with Clutter I was told that there were no fees to add or remove things from storage, and movers would come pickup/drop off for free. I was charged almost $500 to remove things from storage. When I contacted them, they wouldn't honor their word. I feel very misled. I would not recommend this company to anyone. They were reckless with my items and my house, are inconsistent with pricing/fees, made false promises to me, have been extremely difficult to work with, and caused me a lot of distress damaging irreplaceable, highly valuable items from overseas that have been in the family for decades.

  Business Response

  Date: 11/16/2023

  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.
  
  
  On June 6, 2019, ***** hired Clutter to pack and move their items into storage. By using Clutters services, customers agree to the terms of use visible here: ************************************************
  
  
  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.
  
  
  On October 6, 2023, ***** scheduled a final return of all their items in storage. That same day, the customer filed claim #******** regarding the delayed item that was not included in their return. Clutter approved this claim for $50.00 as a customer courtesy. However, ********************** is not liable for third party expenses, such as hiring third party help,
  
  
  The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: (i) loss or damage to the Stored Items which does not arise as a direct consequence of any breach of this Agreement by Clutter or any deliberate or grossly negligent act or omission on the part of Clutter or its contractors; (ii) loss of or damage to any Prohibited Stored Items (as defined in the Agreement); (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture; (iv) loss or damage to the internal workings of electronic items; (v) missing hardware for items Clutter did not disassemble; (vi) loss or damage to items that were previously damaged or repaired; (vii) loss of business, sales, revenue, profits or anticipated savings; (viii) loss or damage which was not reasonably foreseeable at the date of entering into this Agreement, regardless as to how such loss or damage was caused; (ix) loss or damage due to emotional distress; or (x) consequential damages of any character; or (xi) loss of or damage to Stored Items in connection with any Force Majeure Event (as defined in the Agreement)
  
  
  On October 9, 2023, ***** filed claim #bcc3c494 to dispute the labor charge. Clutter approved this claim for $100 as a courtesy and provided the following response,
  
  
  Regarding the appointment on October 6, 2023, this appointment is billed at $451 service charge + $78/hour per mover labor rate. After reviewing all previous communication history, our team did not indicate the first hour is free. Additionally, this appointment is charged at a per mover per hour rate, thus the labor charge is valid. However, we have partially approved your claim as a customer courtesy. Your delayed items are currently scheduled for return on October 19, 2023.
  
  
  Thus, the labor charge is accurate and valid. ***** then filed another claim #***afbef on October 21, 2023, stating they were billed for the return of their previously delayed item that was returned that day. Clutter approved this claim for $106.50 to refund the charge for the appointment.
  
  
  Then, on October 27, 2023, ***** filed claim #8ad8c70b for their damaged items. This claim was approved for $1,690.00, including compensation for the property damage. 
  
  
  ***** has a protection plan for $1,000.00. After this is met, Clutter compensates damaged/lost items at $1/lb per the limited security warranty policy: **********************************************************************
  
  
  As Rauens protection plan was maximized, their account is covered at $1/lb.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20870705
  
  I am rejecting this response because: this complaint was primarily regarding the damages and loss of multiple highly valuable items. The compensation offered is nowhere near sufficient. Clutter damaged multiple items that they disassembled (ie both sectionals which were not left in a regular functioning capacity totaling $10.2k). They also lost items equating to over $5k to replace. Not including the significant damage to many other items which were solid wood, not particle board as well as damage to my property.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/17/2023

  On October 27, 2023, ***** filed claim #8ad8c70b for their damaged items. This claim was approved for $1,690.00, including compensation for the property damage. 
  
  ***** has a protection plan for $1,000.00. After this is met, Clutter compensates damaged/lost items at $1/lb per the limited security warranty policy: **********************************************************************

  ******* claim was approved for the maximum of their protection plan + $1/lb thereafter. Many of the items were approved an amount to cover the cost of repair. As Clutter has maximized the protection plan, the claim offer is accurate. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20870705
  
  I am rejecting this response because: it does not cover the cost of replacing the items that were lost ($5.2k) as well as the numerous items that were broken. I've never had a company be so careless and reckless with my furniture. Almost every piece of furniture was affected. One of the sofas was broken under the seat, all of the fabric was torn around it, the leather was scraped everywhere, and a foot was missing. The other sectional can no longer attach in the middle because the latches were missing and it also has damage to the wood and tears in the fabric. Both of them were in perfect condition before Clutter had them. They cost over $10k together. Many of the wood items would have to be sanded down and restained to be repaired, some of them are hand carved, which would be labor intensive. That also doesn't include the cost of repairing the scuffs on the hardwood floors. This is unacceptable.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/26/2023

  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.
  On June 6, 2019, ***** hired Clutter to pack and move their items into storage. By using Clutters services, customers agree to the terms of use visible here: ************************************************
  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.
  On October 6, 2023, ***** scheduled a final return of all their items in storage. That same day, the customer filed a claim  regarding the delayed item that was not included in their return. Clutter approved this claim for $50.00 as a customer courtesy. However, ********************** is not liable for third party expenses, such as hiring third party help,
  The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: (i) loss or damage to the Stored Items which does not arise as a direct consequence of any breach of this Agreement by Clutter or any deliberate or grossly negligent act or omission on the part of Clutter or its contractors; (ii) loss of or damage to any Prohibited Stored Items (as defined in the Agreement); (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture; (iv) loss or damage to the internal workings of electronic items; (v) missing hardware for items Clutter did not disassemble; (vi) loss or damage to items that were previously damaged or repaired; (vii) loss of business, sales, revenue, profits or anticipated savings; (viii) loss or damage which was not reasonably foreseeable at the date of entering into this Agreement, regardless as to how such loss or damage was caused; (ix) loss or damage due to emotional distress; or (x) consequential damages of any character; or (xi) loss of or damage to Stored Items in connection with any Force Majeure Event (as defined in the Agreement)
  
  On October 9, 2023, ***** filed a a claim  to dispute the labor charge. Clutter approved this claim for $100 as a courtesy as a gesture of our customer appreciation towards a valid labor charge. 
  Clutter additionally refunded the return that took place on Ocotber 21, 2023 after the return was completed. 
  ***** has a protection plan for $1,000.00. After this is met, Clutter compensates damaged/lost items at $1/lb per the limited security warranty policy: **********************************************************************
  Then, on October 27, 2023, ***** filed item claims which were approved for $1,690.00, above the Protection Plan coverage on the account. All item claims filed were accepted by the claimant. Thus, the Settlement Agreement the claimant agreed to is counter to the complaint claimed. 
  As Rauens protection plan was maximized, their account is covered at $1/lb.
  ***** was paid out the maximum amount for their damaged item claim which is per their agreement, the plan that they selected to cover their damaged items. As the claimant has accepted all claims per Clutters Settlement Agreement, the complaint is invalid as agreed upon. 
  
  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20870705
  
  I am rejecting this response because: I received the same response as I did last time. The amount offered doesnt even cover the replacement cost of the missing items nor the multiple items broken by Clutter.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/27/2023

  The amount at which moving companies are legally obliged to compensate for damage or loss for moved or stored items is determined by state tariff. The business is under no obligation to provide the fully declared value. The business has gone above its obligation to compensate the customer under the agreed upon protection terms.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20870705
  
  I am rejecting this response because: Clutter has not gone above and beyond to solve the issue. As stated, the amount does not come close to replacing the many items that were broken or lost, and repairs to all the other damaged items. Nearly every piece of furniture delivered from Clutter was lost, damaged, or broken. Ive never had a moving or storage company be so reckless with my items and this is unacceptable.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service 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 am at my wits end trying to figure out what happened to my items that Clutter has either stolen or lost. When you try and get in contact with anyone from the "Trust and Safety Team" (which I'm now positive does not exist), they will give you the run around and claim that they will be calling you or emailing you within 48 hours. But that call or email will never come.... I have no faith in ever getting my items back or any sort of reimbursement - but will definitely be raising this issue to the level of the authority of the state's attorney general because this business is clearly defrauding customers.

  Business Response

  Date: 11/13/2023

  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.

  ******* hired Clutter to put their items into storage on February 9, 2023. On October 2, 2023, ******* filed a claim with Clutter for a lost box. The claim was denied on October 3, 2023, as the item had already been located and shipped to the customer via ****** ********************** provided the customer with the following tracking information:

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

  The tracking ID for this item is 784542423335.

  On November 7, 2023, Odimayo spoke with our Trust and Safety team over the phone. Clutter again called the customer on November 9, 2023, to continue discussing their claim. However, ******* did not answer. ******* may contact us at any time via the email thread we have established with the customer. The Trust and Safety team has made multiple attempts to contact the customer and has opened a line of communication to discuss their claims and any questions they have.

• Initial Complaint

  Date:11/06/2023

  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.

  On 8/30/2023 and 9/13/2023, I paid Clutter a grand total of $2557.75 to move my possessions out of my rented condo, into a storage unit for 2 weeks, then deliver my possessions to my new apartment. The company charged me for 1 month storage and for size of storage unit. The company guaranteed me an affordable fee and $0 to move, pack, and store without the hassle. I was sent a link the moment the movers arrived and was asked to sign a blank form with itemized headings and no dollar amount shown so they could start. I had packed my belongings in small and medium boxes and storage containers. A majority of my appliances were in original box, including printer. The movers took about 7.5 hours to repack my smaller items into bigger boxes and told me I needed to size up on my unit. They spent a lot to time packing my $400 lamp, $300 standing mirror, and $300 media cabinet/stand. Company claimed I could get my stuff when I wanted it but I could not get the day I wanted! My mirror was delivered in pieces; no longer standing! My media cabinet top was scratched by screwdriver Clutter used to assemble my tv, and lamp cover was shattered so now I have a upright lamp with 1 uncovered light bulb and 3 with ceramic cover! I cannot replace cover. I got $149.00 for all the damages!! I got charged hourly for 2 employees burping while they worked. The company charged me for a bigger unit because they didnt want to move my smaller boxes so they put them in bigger boxes, which took more time to pack and charged me hourly and still damaged my stuff. I signed a blank form which was filled after I signed, including release of liability for company to pay me for broken items which they we responsible for damaging, and still functional. How do I use a standing cheval mirror without legs?

  Business Response

  Date: 11/15/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs and stores customers items in secure warehouses. The customer joined ********************** as a ********************** customer on 8/6/23 and closed their account on 9/13/23.
  
  
  5 days their final return, the customer filed an item claim for damages. They didnt opt to purchase a higher protection plan and thus their claim was reviewed at our minimum coverage of $1/lb per stored item. The customer accepted our initial offer at $1/lb and agreed to our release agreement that states:
  
  IV. NON-DISPARAGEMENT AND CONFIDENTIALITY. A. Non-disparagement is a material, essential, and indispensable term of this Settlement Agreement. No party will make, publish or communicate any defamatory, negative or denigrating comments of any type or nature whatsoever about the other parties or the other parties directors, officers, employees, representatives, agents, affiliates, attorneys or business partners, whether directly or indirectly, orally or in writing, including, without limitation, statements or comments made, posted, broadcasted or available to any third party on any website, online forum, online chat room, website, or on or through any form of social media or public broadcast technology available to the party, whether currently or in the future. This provision includes, without limitation, posting reviews, directly or indirectly, to the media, press, or internet, (including without limitation blogs, ******** Instagram, Yelp, or ********* referencing the other party and the events at issue herein anonymously or by any name whatsoever.
  
  
  By disputing on BBB, the customer is in violation of this agreement, and this may impact future claims. Despite this, we are still open to reviewing their claim again and have reached out by phone and email.

• Initial Complaint

  Date:11/03/2023

  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.

  On 11/3/23 The Team claimed they were at the site, The door was open and I was in the house with three other witnesses. The phone was not in sight so I had no idea they called. I was up since 7 AM and on top of that, I was packing items. 30 minutes go by I see no one so I check the phone, I attempt to call the number and I am sent straight to VM. I called the office and sent a message via chat because I took the day off for this and the items were not picked up. I asked that they return and they did not. I want my $200.00 back because I was home and this should not have been canceled. I am also going to go to the BBB. I want my money back ASAP.

  Business Response

  Date: 11/10/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs and stores customers items in secure warehouses. The customer joined ********************** as a ********************** customer on 11/4/23. They originally booked an appointment for 11/3/23 but this was canceled as our team failed to make contact with the customer once they arrived. They were charged a same day cancellation fee.
  
  
  The customer contacted our support line on 11/3 in hopes to reinstate their appointment and reverse the fee but it was too late as our team moved on to their next appointment. The customer then filed an issue claim for the cancelation charge. 
  
  
  Only half of their cancellation fee was refunded since we deemed it to be valid. Our team was onsite, called, texted, and even took a photo of the home. We have GPS on our trucks as well. The customer has since disputed this and requested the full charge be refunded and claims our team did not make proper contact. 
  
  
  We attempted to resolve this matter by offering $100 of the $200 cancellation charge but unfortunately we will not increase this amount. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20821421
  
  I am rejecting this response because:

  Hi,
  
  Your staff was not present, three ppl were present with me and $100 does not suffice because I did nothing wrong and your company taking advantage when I still have an account with you and I tipped the second team generously. I do not accept because they took a picture and they could have easily driven off, they did not walk up to the door and that is shady business and unprofessional. Any mover I ever hired greeted me at my door and I never had to approach them.
  
   I want the ***, I want the *** to call me so I can explain this reasonable request that I am asking because the emails allow your company to lack empathy and understanding of the customers standpoint. Which is why I can not electronically DECLINE the offer and then get in contact with anyone and that is UNETHICAL and FRAUDULENT. By NOT offering a choice you are ATTEMPTING TO FRAUDULENTLY GET ME TO ACCEPT YOUR OFFER AND MOVE ON AND THAT IS UNETHICAL TO THE CUSTOMER. 
  
  Also, my car is in the driveway and it shows I was there. Your staff being lazy and not wanting to provide customer service by greeting me at the door when I am unfamiliar with your company is unprofessional and reeks of fraudulent behavior and ill intent and that is a problem. A text message ad phone calls get lost often because technology is NOT the end all and be all. Why would I ignore your staff on purpose? With my truck in front of the house! Why would a staff member not walk up to the door as we are NOT under state of emergency? That is not the case and your company is wrong to play on a customers understanding. I want my $200. 
  
  I want the *** to call me because this is not okay and there are exceptions to rules and policies when they can understands what had taken place. If I was NOT present then yes I can understand but I am literally at the site and your team knew that and they didnt complete any service. 

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

  Business Response

  Date: 11/27/2023

  In previous responses the customer admits fault for not checking their phone when Clutter movers were at their location and attempting contact. Clutter communicates the cancellation fee when booking the appointment and customers must acknowledge the cancellation fee before confirming their reservation. Clutter movers stay on site for 25 minutes and attempt contact multiple times before seeking approval to cancel the appointment from Clutter's dispatchers. The customer is welcome to call into our support line to speak with a specialist verbally. However, this will not result in a policy change and customer support is outside of the CEO's role.

• Initial Complaint

  Date:11/03/2023

  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.

  On October 7, 2023 an antique marbles top table was returned to me , broken in several pieces. The table is a total loss.Clutter offered ****** for replacement, which I do not accept.I purchased insurance and the item is worth more than is being offered

  Business Response

  Date: 11/13/2023

  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.

  **** hired Clutter to put their items into storage on January 10, 2023. **** scheduled a return on October 7, 2023. After their return, **** filed a claim with Clutter the same day for the damaged item. Clutter approved this claim based on their protection plan to cover the fair value to replace the item. 

  **** reached out to us on November 1, 2023, regarding their claim. We responded to ****,

  "Claim #3bae7d97 has been approved for a total of $477.00 amount, and we expect this amount to cover the full replacement cost of item #********** - ************** table) at this online link: ************************************************************************************************************************************************************

  While I understand that you may have paid a higher amount for this item at original purchase,  it is important to note that the claim offer is intended to cover the replacement cost at the fair market value of the item which is now $477.00, the amount which we are offering for this item. This allows us to provide coverage that is relevant to the current market conditions and in line with your Clutter Protection Plan.
   
  As the link you provided was not a match for the item, there was no proof of value included in your claim submission, we attempted to locate the best match to the item online so that we could provide the current market value for the item. If you have any additional documentation or any proof of value to support a higher value for this item, please send this to us so that we may re-review your claim."

  Clutter did not receive a response to this email from ****. The claim offer is accurate per policy. **** may send in the documentation requested and we can re-review their claim.

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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 would give this company 0 stars if I could. I had valuable vinyl records distributed across a few boxes and when I got my items back, someone had gone through the boxes and stolen all the vinyls. All my items were in ****** boxes but I got back a Clutter box instead. When I filed a complaint I was told Clutter can repack your boxes but they are not obligated to take any pictures so there is no proof.I packed the boxes with a friend but having a witness doesn't matter either.Customer service is completely unhelpful.If you do use them, then definitely take pictures of everything you store inside the boxes but I'm sure they will have some way to get out of being responsible for any theft.I left this review on other sites and they responded saying they apologize and on some of them asked me to reach out to them which I did by sent a message, and on another one they said the would get in contact with me. I sent them a message on yelp but didn't receive a response and have not heard from their customer service either.

  Business Response

  Date: 10/31/2023

  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.
  Srinivasan onboarded for Clutters Smart Storage service on Feb 21, 2021. Clutter picked up and stored 35 items including 13 pre-packed boxes. Per Clutters Terms of Service and Limited Security Warranty Policy, Clutter has no liability for packed by owner items and obligation to compensate for such items.
  Under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage.
  You understand that Clutter is not responsible for any Customer Items that have been packed, moved, transported, or wrapped by you or by a third party at your direction. With respect to the Smart Storage Services, you acknowledge that you are solely responsible for verifying that Clutter has photographed and/or inventoried all the Customer Items and that the inventory ********************** provides you in your Clutter Account is a true and complete inventory of the personal property tendered.
  On Aug 3, 2022 ********** scheduled the return of 3 of her items via a shipment order. Due to the condition of the packaging of her items, Clutter had to repack some of her packed by owner items into Clutter boxes so that the items could be safely shipped. 
  On Aug 22, 2022 ********** filed two claims for two lost items. The claims were reviewed and a Clutter specialist confirmed via the tracking information that the packages were delivered 8/10/2022 by ****** ********** disputed the result of the claim and confirmed that the packages were received but that she was missing vinyl records she recalled were inside the packages. Per the Terms of Service and Limited Security Warranty Policy language above, Clutter has no liability for the loss of such items and has no obligation to provide compensation for such items.
  As a gesture of customer appreciation, ********************** searched our warehouse for these uninventoried items and provided free reshoots for Srinivasans packed by owner items to locate the vinyl records she allegedly stored with us. While reshoots for packed by owner items are a service we typically charge for, we were happy to provide such a service for free to resolve the concern. The result of the inventory search and warehouse search were inconclusive and we did not locate Srinivasans vinyl records in our warehouse. Our determination stands.