Complaints

This profile includes complaints for Clutter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Clutter has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  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

  
• 

  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2023

  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.

  Clutter does not answer emails, claims to have never received emails sent using the email form on the website. I first used this form in July 2023. I finally after many weeks and attempts to email, I spoke to someone via chatbot on the website. I asked about lowering my bill as indicated on the FAQ's as I am experiencing financial hardship. I was told by chatbot that they did no such thing. I have dated screenshots of their website stating otherwise. At this time (August) my account was paid in full. On the next billing date in September, I was charged the $300 bill, PLUS an additional $127. I was not notified or informed of a price change. I did not authorize my card to be charged a higher amount. Clutter now has my bill at $427/month. I initially began using this storage service in November of 2020 for $250/month, and have not added any additional things to store. They are unresponsive and have taken advantage of me when I expressed to the company that I was struggling to pay the bill after 2.5 years of on-time payments. They do not deliver to my area (despite sending promotional emails claiming they were working on delivering out of state) and I am unable to travel to retrieve my items at this time. Clutter has left my bank account OVERDRAWN with unauthorized charges.Email is preferred.

  Business Response

  Date: 10/20/2023

  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 November 11, 2020, ***** hired Clutter to pack and put their items into storage. ******* items were placed in a 10x10 unit that holds a maximum of 400 cubic feet. On September 12, 2023, ***** was upgraded to a 10x20 unit due to the dimensions of their items exceeding 400 cubic feet. That same day, ***** was charged $119.29 for the upgrade to a larger unit. Then on October 10, 2023, ***** was charged $427.00 for the 10x20 unit and their card was declined. Clutter automatically charged a late fee of $64.05 on October 18, 2023, due to non-payment. 

  The error was found by Clutter on October 18, 2023. Clutter has since corrected the system error and adjusted the dimensions on their account and placed ***** back into the correct 10x10 unit. Clutter has tried to contact ***** via email and phone call multiple times to discuss their concerns and return options. However, Clutter has fully refunded the $119.29 charge and $64.05 late fee. Additionally, Clutter has refunded the October 10, 2023, charge in full as a customer courtesy. Thus, ***** will not be charged for October storage, and Clutter has reduced their rate back down to their original rate of $252.00 per month when they signed up for storage as a courtesy. 

  We will continue to reach out to ***** and discuss options for returning their items. The billing errors have been corrected and ***** has received the appropriate refunds. 

• Initial Complaint

  Date:10/16/2023

  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.

  In August of 2022, we paid Clutter to return an item that was kept in the storage space we rent from them. The item never arrived. They told us it was lost in transit. They offered to compensate us for the item, but we declined as they arrive at their valuation based on weight. This was a small hand painted stool, given to me as a small child by my late father.One year later, it was brought to our attention that Clutter had incorrectly delivered our cherished family heirloom to another customer. Since then, despite multiple requests and a photograph of our item in another customer's home, ********************** has failed to rectify the situation. Furthermore, we have been informed by Clutter that the customer in possession of our item has shown no cooperation in returning it. This lack of responsiveness further exacerbates the urgency of this matter. We have been met with delays, evasive communication, and a complete lack of transparency regarding the whereabouts and status of our family heirloom from the company we entrusted and paid to look after our belongings.As of today, October 16th 2023, our valued possession remains in someone else's home and Clutter has offered no timeline whatsoever for returning it.

  Business Response

  Date: 10/16/2023

  ****** hired Clutter to store their items on November 7, 2016. Since then, they have had multiple pickup and return appointments to remove/put items into storage. ****** never filed a claim with us for the item they are referring to here.

  On August 24, 2023, we emailed ****** to ask if they were missing the stool in question. ****** confirmed this stool belonged to them and we provided that the item was incorrectly returned to the wrong customer. Since then, **********************'s Trust and Safety team has made attempts to reach the customer and coordinate a pickup of the stool so that we may return it to Kapnek.

  As the customer who received the item needs to be available for our team to pickup the item, we have made attempts to schedule this. On September 9, 2023, we confirmed with ****** we were trying to coordinate this with the other customer and gain their availability. On September 27, 2023, we responded to ****** that the other customer has become unresponsive. As such, we have not been successful in scheduling a pickup from this customer. We have since advised ****** that the next step in the process would be to file a claim for this item to request compensation. We will continue reaching out to the other customer and attempt to coordinate a pickup. Unfortunately, the customer needs to respond in order to schedule a pickup.

• Initial Complaint

  Date:10/14/2023

  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 have filed claims, emailed, called in to no avail. Let's start off with the fact the move out day. My friend recommended Clutter because I needed a mover fast. I used her promo code, bought a Groupon and none of those were applied. I don't know if this is accurate or a lie that I was told to play victim, but the movers apparently had to go get more storage stuff for my belongings. How is it my problem if the didn't bring a lot just in case? And I was not notified. I was promised months free and then come to find out I'm charged almost ****** God only knows if they have had any of my stuff lost, stolen, or damaged. So my account has two payments of ****** I was randomly charged today for ***** (no idea what for) I emailed proof (both screenshots and screen recording) providing evidence that I wouldn't be charged and the move was free. The unit would be the only cost (and insurance if requested) The movers didn't notify me. No surprise seems like everyone here is a pathological liar and incompetent. It wasn't ONE small mistake on their end. It's constant. So this is what I agree to. I will pay one payment of ****** (after 100 is returned) and then move my stuff out. I will be pursuing a lawsuit. Also I was promised almost but not quite ****** that was not applied to my account. Apply that and I'll never store my stuff here again.

  Business Response

  Date: 10/21/2023

  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 8/2/2023 with a ******* commitment that included 1 hour of free labor for their onboarding.
  
  The customer has filed ******************************************************** the hopes of receiving a refund for a continuously changing complaint. Initially, the customer expressed grievances with their onboarding labor charge; believed it shouldve been completed in 1 hour and thus free. After review, we determined that the labor charge was valid but refunded over 60% of the charge as a courtesy through their first 2 issue claims.
  
  Following this, the customer disputed the offers and expressed a new grievance. They claimed an unnamed member of either our customer experience or sales team, promised they wouldnt have to pay any fees for the first 4 months of storage. We could not verify this correspondence existed nor would we ever honor it as its not an offered promotion. They also stated they purchased a Groupon promotion for our services in Early August/late July. We have access to our buyer list and this customers information did not appear. We asked them for further proof but none was ever provided. The customer claims they provided proof of the Groupon but they never have. 
  
  Due to the ongoing dispute, the customer has refused to pay for our services and has accumulated a delinquent balance + associated late fees. These late fees are valid as the customer agreed to all of our pricing terms listed within our Terms of Service: ************************************************. Our system was able to successfully charge them for their October balance but not their September balance. We charge late fees on the 7th day of nonpayment and the 45th. Their September bill has accumulated both the 7-day and 45-day late fees due to being unpaid. The customer is now upset that our system did not automatically bill their September bill once their card had enough funds to cover their October bill.  Customers have access to their billing history In their account portal and can pay bills at any time. 
  
  After filing their 2 initial issue claims they have filed 16 more, each with complaints regarding the issues noted previously. They have all been denied as a duplicate as we do not take fault for the disproven claims and delinquent balances. As a courtesy, we waived one of their 7-day late fees. 
  
  We attempted to resolve this via email and negotiated potential resolutions but the customer did not show good faith and indicated that they would not resolve things. The customer frequently inflates numbers during conversations and forgets details thoroughly explained by us in emails and claim letters. They have admitted to deleting our emails. The customer has indicated they are proceeding with hiring a lawyer so we will interact with their lawyer once they make contact. 

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 20735400
  
  I am rejecting this response because:

  All of that was too much for them to even type out. As I didn't have much stuff yes an hour, maybe 2 at most. The issue I have with this is that they charged an outrageous fee when they not only provided false upfront costs and said "You won't have to pay for four months" That was inaccurate and on Clutter if they misinformed me. I was not properly told when they had movers "going to pick additional supplies" for the move. **. Again not on me. That costs me money/time on the move. They didn't even inform me. They just assume that they can overcharge and then promise up all these credits that they don't bother to honor. And I have plenty of email proof (outgoing and incoming to the conversations that promised credit) But what really takes the cake, is that they illegally accessed my card by re-adding it to their website and charging me. And instead of paying for the first month, they paid for the last one causing ***** to be assessed as a late fee. Number one. Never authorized the use of the card (until the late fees were waived and the balance was correct) so not only did they charge the card after it was removed which is a legal issue, and illegal they didn't even pay for the right one, and then assessed the late fee. I can and will pursue legal action against Clutter for their lies. I see many people complaining about overcharging, unauthorized charges, and even theft/damaged property. They won't even tell me where I can pick up my stuff and I can provide proof of that.

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

  Business Response

  Date: 10/28/2023

  We have thoroughly explained our terms to this customer via emails, phone calls, claim determinations, and on BBB. The customer is delinquent and owes for their September 2023 storage charge. Our system successfully charged them for their October 2023 storage charge. They agreed to our pricing and late fee terms.

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20735400
  
  I am rejecting this response because:

  If I could describe just how incompetent and slow these people are, I would. Apparently they are illiterate as well. Number one) I never said there wasn't money owed. But not what they are trying to charge me. I have addressed this about 100 times now. Let me repeat this again. I'm losing brain cells listening to these people. Number one: I was overcharged from the jump. Deceptive and underhanded price promises and promotions + Groupon not applied either. Number two: Let's put that aside. It could have easily been resolved but they just want your money and have no concern about the customer or their property as I have read from numerous other complaints. Let's say they corrected the issues, and applied the credits they promised (and didn't honor) but on top of this they charged my card  without consent before everything was resolved when I agreed to pay the 159 x 2 months and that was it. Oh sorry, 174 x 2 because I paid for insurance. So the rep or the "system" re-added my card how? That means they stored it when I removed it. That's illegal and a lawsuit. But the kicker... They say stuff like 1: You are on autopay. Oh? So.. I'm on auto-pay supposedly, how was I ever late then? Hmm? Walk me through that. Because I replaced and locked my card. I added it to make the insurance payments, and then once everything was fixed I would make my payments and then take my stuff out of storage. They also never told me where my stuff was and I would not have allowed ***********. It's gross over there. Move my stuff to ***********... No wonder why my trip was way more than I bargained for. Let's pretend all of that stuff was taken care of, the icing on the cake now is that they didn't take the right payment off the card, so not only did they illegally add my card BUT they charged for October instead of taking September payment, when they should have taken that one and refunded the late fees that they charged me. Meaning they were free to add another ***** on my total. FORGET THAT.

  A lawsuit is coming. Refund my money, move it to *********** and hire people with Clutter that don't scam people. Period.

   

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

• Initial Complaint

  Date:10/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter lost my Casper Nova Mattress (worth $2200). Because I was under minimal protection plan for my storage, I was compensated at $1/pound, which was $84. Clutter did offer to compensate an additional $500 for my loss.Want to write this for everyone's knowledge that as a moving and storage company, Clutter is extremely shady. They:1. Could lose your biggest, the most expensive and most important item of the move in ****************. Will not notify you until the day of the move 3. Cannot provide an explanation how such a big item could be lost 4. Refuse to conduct further search after only 24h of looking for the item in their warehouse

  Business Response

  Date: 10/10/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs and stores customers items in secure warehouses.  Before booking, customers have the ability to choose from our 3 protection plans; 1 free and 2 paid. By default, they are covered with our free $1/lb minimum coverage per stored item to cover loss/damage. 
  
  ************************************************
  **********************************************************************
  
  The customer joined ********************** as a ********************** customer on 6/11/23  and closed their account on 10/1/23. They did not purchase a higher protection plan. 
  
  On 10/1/23, they filed a claim for their missing mattress, and a Clutter: Trust & Safety Specialist opened a search ticket for the missing item. The ticket was assigned to the local warehouse that stored the item. On 10/3/23, the local warehouse team got back to us indicating they could not locate the item. The team spent 48 hours searching for the item both physically and digitally. 
  
  We took liability for the missing item and our initial claim offer was at $1/lb which the customer immediately disputed. As a courtesy, we increased the offer by $500. The new offer was accepted on 10/4/23. Since the customer did not purchase a higher plan, we have limitations on what can be offered above policy.
  
  Clutter is committed to resolving this matter and will inform the customer if their item is found to set up a return. Though items are given barcodes and digitally inventoried, errors such as this may occur. Items are typically only scanned when they are onboarded and 48 hours ahead of a return.
  
  By accepting the claim offer, the customer signed and agreed to our settlement agreement. The agreement explicitly states that the customer will not dispute their claim offers on outside platforms.
  
  Per the agreement:
  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.
  
  As the customer is in violation of this agreement, this may impact future claims. Clutter understands the customer is unhappy with their claim offer but its the maximum resolution available.  

• Initial Complaint

  Date:10/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter **** refuses to return items that I own that are stored with them. All bills have been paid on time.I had no problems until I requested that some of my stored items be shipped to me at my new address. They claimed that the items were fragile and therefore they couldn't risk shipping the items. I informed them that it was a box of non-fragile items and that I was fine with shipping as nothing was at risk of being broken. They then told me that due to past incidents they were not able to ship items from the *******, ** warehouse anymore. I then requested that they instead deliver to my new address through truck or any other method. They said they could not do this despite the front page of their website stating that they are a storage and moving company that offers long distance moving. They said then that they could deliver my items to anywhere in the **************** and I could arrange for shipping. I paid 354$ to throw away / donate items my friend couldn't ship then I requested that they send the items to a friend in ******, **. I was then told that of course they couldn't actually deliver these items to the address in ****** despite being told that they could deliver to anywhere in *******. **************** Representatives have stopped responding to my emails or calls and at this point I've written off the sentimental items that are left in storage as a total loss.If you ever want to see the items you store again do not engage this company. They will show up on time and take everything away promptly and professionally but at every step past this it's a disaster. **************** Representatives have hung up on me, different people have responded to email threads contradicting each other and shutting the other person out of the thread. A total mess.

  Business Response

  Date: 10/05/2023

  Clutter states in our Terms of Service:

  "Clutter will not pick up, deliver, or return Customer Items at or to an address that is outside our then-current delivery zone (a Delivery Zone), unless we otherwise agree to do so in writing. To determine whether a zip code is within a Delivery Zone, you may input a zip code into clutter.com and review the results."

  As such, Clutter is under no obligation to service a delivery outside of our Delivery Zone. While Clutter offered Long-Distance Moves for a time, this is both a service we no longer offer and not a service we would offer for free under any circumstance. ********** is welcome to have their items returned to anyone within our operative Delivery Zone, including third party movers that do provide a long distance moving service.

• Initial Complaint

  Date:09/21/2023

  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.

  Clutter is a storage company that stored my furniture. During my moving out process moving items out of storage the moving staff that was used damaged either by dropping my furniture or not using proper moving equipment and prep to avoid scratching my furniture etc I caught the moving company sliding my media rack on the ground scratching the bottom platform of ************** splintering the bottom The staff reinsured me by taking pictures and emphasizing that the companys insurance company will reimburse me afterwards to repair or pay for damages incurred. That wasnt the case after filing a claim following their companies claim process. They admitted and approved only one of the items that was dropped versus the remainder of the items claimed and broken giving me a settlement amount of $53 when the item cost was $335 the other items that were damaged by moving staff they assured me the companies insurance will reimburse for the damaged items.

  Business Response

  Date: 10/01/2023

  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.
  Obayashi, had items stored in Clutters Smart Storage facility from the dates of April 29, 2019 to Novemer 27, 2022.
  The final return of their items  was on November  27th, 2022, wherein the customer was returned their belongings from the Clutter moving field team. ******** proceeded to file a claim for some damaged items . 
  ******** has disputed their claim settlement offer that Clutter made for the claimed items and has stated that the amount offered is not acceptable. Upon onboarding with Clutter, ******** never selected an additional insurance plan and thus was defaulted to Clutters basic protection plan coverage.  The basic protection plan covers a total of $1/lb per item. In this case, a maximum of 40 lbs per stored box.
  ******** is disputing the claim offer per Clutters Limited Security Warranty Policy. Please see our terms below:
  "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"
  **********************************************************************
  ******** has not accepted their claim offers that were addressed in a timely manner by the Clutter claims team and offered for the just amount based on the limitations of their Protection Plan coverage. 
  
  

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20634253
  
  I am rejecting this response because: 
  The settlement does not reflect the amount of damage that was sustained during the move due to the companies negligence. The movers reassured us that clutter will reimburse 100%of the damage that was done due to dropping furniture and items falling off dollys and poor moving methods. 

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

  Business Response

  Date: 10/15/2023

  Clutter is under no obligation to compensate for the fully declared value. Clutter protects customers under the Limited Security Warranty Policy, which we detail on our website. Customer must agree to this protection under our Terms of Service or they cannot use our service. Our Terms of Service and Limited Security Warranty Policy are drafted in compliance with all state and federal laws. If the customer is not satisfied with the offer made under the limits of their Protection Plan, Clutter is always willing to work internally with customers for offers above the limitations of their Protection Plan in order to resolve disputes. The binding agreements between Clutter and its customers are the Limited Security Warranty Policy and the Terms of Service. No verbal statement made by a Clutter employee serves as a binding agreement outside of these documents.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20634253
  
  I am rejecting this response because I was never shown nor received any paperwork that I signed agreeing to current insurance guidelines. Makespace was the original company who  I signed a contract with and Clutter became the new owner over 3 years later. I never agreed nor signed any updated paperwork from current owner Clutter regarding insurance policy guidelines  since they acquired  Makespace. Please advise and request all paperwork from Clutter applicable to this claim showing I agreed and signed to their current insurance guidelines.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2023

  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 am writing to express my extreme dissatisfaction and concern regarding my recent experience with Clutter **** which I hired to assist me with the relocation and storage of my personal belongings. A number of my items were stolen/missing, and a couple of items had been severely damaged. This has not only caused me significant financial losses estimated to be over $22000 but also emotional distress. Additionally, instead of completing the move in one day, as per our contract, Clutter **** extended to a grueling two-day process. This not only created significant inconvenience for me but also resulted in a conflict with my building management and my landlord who charged me an additional $1,000 for exceeding the scheduled moving time.Please, see the detailed explanation of my allegations and complaint, and desired resolution in the attached Word document.

  Business Response

  Date: 09/28/2023

  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.
  The claimant utilized our services starting April 17, 2023. ******** failed to pay the monthly storage bill staring June 17, 2023. The delinqeunt balanced owed while utilizing Clutter services was $1,343.93 for unpaid monthly storage bills. 
  After ongoing communications with Zemsaova, Clutter offered to partially waive the balance owed under our Pay to Vacate agreement. Clutter waived $629.71 from the balance due and returned her items free of charge on September 12, 2023. 
  The Pay to Vacate Zemsaova agreed to accept with Clutter includes the claimant agreeing to release any and all claims of any kind which is presented in the Pay to Vacate agreement. The claimant proceeds to file a lost item claim after the Final return for items that were not present during the return. Clutter completed a full search, and located 9 out of 10 items claimed. Clutter has scheduled a return for the found items for October 4, 2023. 
  Clutter has addressed all claims filed and has worked with the customer to resolve the issue.
  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20623577
  
  I am rejecting this response because:
  

  When Clutter sent me the contract I called back to the customer service to clarify a few questionable aspects of it. English is not my first language and I wasn't represented by the legal counsel. I communicated with the Clutter's customer service three times and each time I was reassured that when it comes to coverage of the damages the contract would not prevent me from recovering the losses in case of their occurrence. Please, refer to the records/transcripts of my calls with the costumer service representatives.

  While Clutter has supposedly recovered the following items listed in my original claim and I expect the delivery on October 4th, 2023:

  1. Lazzoni, parts of the dinning table ($3945+tax);
  2. Lazoni, six dining chairs ($2970+tax);

  3. Lazzoni, Two parts of the bedframe (total cost for the bed including the bedframe and
  headboard $6005+tax.

  There is a number of things that are still missing. Therefore, I insist on receiving a compensation for the damages and/or loss of the following items:

  1. Apple, MacBook Air ($2300+tax) - missing, lost or stolen;
  2. Sonos soundbar ($900+tax) - missing, lost or stolen;
  3. *************** corset top ($2500+tax) - missing, lost or stolen;
  4. *************** leather pants ($1700+tax) - missing, lost or stolen;
  5. Armani leather pants ($900+tax) - missing, lost or stolen;
  6. Lazzoni, Two parts (out of 3) of the headboard (total cost for the bed including the
  bedframe and headboard $6005+tax) - damaged;
  7. Amazon, Floor lamp ($350+tax) - missing, lost or stolen;

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

  Business Response

  Date: 10/05/2023

  Clutter does not provide insurance to customers. Clutter offers Protection Plans but they are not to be considered or use in place of insurance:

   

  "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."

  Clutter did not pack Zemsaova's boxes and is therefore does not have liability for the loss of such items and Clutter is under no obligation to compensate for such items:

  "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. Unless you make a written claim in your Clutter Account within 30 days from the Smart Storage Service appointment date for the correction of any errors or omissions in the inventory of your Customer Items, it will be assumed to be a full and correct list of Customer Items stored hereunder and ********************** shall not be liable for any piece, package, carton, or container not listed therein. You hereby waive and release Clutter from responsibility for any damage to items that were not packed, moved, transported, or wrapped by Clutter and, with respect to the Smart Storage Services, were not inventoried by Clutter."

  "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."

  Clutter is under no obligation to compensate Zemsaova for the fully declared value:

  "Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutters possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty"); damage to your household caused by Clutters gross negligence or willful misconduct, up to a total maximum of US $1000 in aggregate per User;
  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"

  "Notwithstanding anything to the contrary, Clutter shall have the right, in its sole discretion, to inspect and determine the value of any damage to a Stored Item, household, or personal effects, the value of a lost Stored Item, and whether a damaged Stored Item, household, or personal effect is capable of being repaired. You may also purchase additional protection, such that your protection is the greater of the legal minimum price per pound or the amount of additional protection purchased. You may purchase additional protection of either $1,000 or $2,500, in each case in aggregate per User."

   

  "Upon receiving notice of lost or damaged Stored Items, Clutter will investigate the cause of loss or damage. If Clutter determines, in its sole discretion, that the loss or damage was due to unauthorized tampering with or access to the Stored Items contained within your Storage Box, Clutter will pay to you either (i) the cost of repair of the damaged Stored Items (up to the aggregate per-user limit expressly set forth herein and selected by you), or (ii) the current replacement fair market value of the lost or damaged Stored Items (up to the aggregate per-user limit expressly set forth herein and selected by you), whichever is less. Clutter shall be *********** require proof of the initial purchase price, repair cost, and/or replacement value, and/or fair market value of any damaged or stolen Stored Items."

   

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20623577
  
  I am rejecting this response because:

  First of all, I purchased  additional protection of $2,500 in each case in aggregate per User with **********************. Please, see attached receipt.
  

  Secondly, Clutter packaged all my furniture, electronics and some personal items including damaged and missing pieces and therefore based on the cited paragraphs shall be responsible for its safe and secure packaging, transportation, and storage. Clutter did not full fill these obligations to me as a customer by damaging Lazzoni dinning table ($3945+tax), Lazzoni headboard (total cost for the bed including the bedframe and headboard $6005+tax), and by displacing/stealing Apple, MacBook Air ($2300+tax), Sonos soundbar ($900+tax), and *************** corset top ($2500+tax), *************** leather pants ($1700+tax), Armani leather pants ($900+tax).

  The Lazzoni dining table and Lazzoni headboard were photographed and listed among my possessions in the account with **********************. The damages were also documented upon the delivery and in the presence of Clutter employees. Therefore Clutter shall compensate me for these damages in accordance with their policies and additional Protection Plan that I purchased.
  

   Although Clutter delivered on October 4, 2023,  some pieces that were listed in my initial complaint, including the aforementioned damaged ones, there are still missing items of a significant value: Apple, MacBook Air ($2300+tax), Sonos soundbar ($900+tax), and *************** corset top ($2500+tax), *************** leather pants ($1700+tax), Armani leather pants ($900+tax).

  Since I noticed the absence of MacBook Air and Sonos soundbar on the day of moving and called the police, and have a police report to back up my claims, these items were not photographed and listed among my possessions in the account with **********************. It appears that these items were displaced/stolen before they reached the storage, the fact that Clutter fails to admit despite the evidence.
  

  Lastly, please, provide proper references for the cited paragraphs such as web-links or attach the document where they come from.

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

• Initial Complaint

  Date:09/18/2023

  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.

  Advertising is misleading and false and their call center workers are unaware and lie. I was told on the phone that pickup and delivery is free (as long as you've packed in advance which I did) and then I was only to pay storage costs. I used THEIR system of estimating size of storage (they don't mention that their storage is half the size of normal storage places) and midway they tell me i need more storage. What am I supposed to do? Tell them no mid-move? Then they end up charging me an hourly rate for 5 hours of work. Instead of $0 pickup fee they charged me $700 by claiming that their pickup is NOT free as it says on the website. I wrote a complaint and they gave me $45. This is ridiculous. Their delivery is ALSO not free they charged me $300 for that after they came late and didn't unpack ANYTHING. I was directing the staff as to how to work FASTER as they were SO inefficient. I took the blankets and packing off of everything myself. As far as return, they LOST half of my cushions for a chair I have and they claimed that I Packed them. THAT IS A LIE. They said they looked for them and can't find them and won't reimburse me. I didn't even ask for money, I can't buy half a set of pillows for this chair what do i do? They also lost an air mattress that THEY offered to take in the bag it came in and wrap it instead of me putting it into a box and now I don't have it. They claim that I lost it. This is ridiculous as the staff OFFERED to pack it for me. What's the point of you wasting so much time tagging things only to then lose them?! I have made several claims to find those things (amongst other damage that I don't even need to mention) and they have rejected me on all accounts. I won't even be given a phone number to call and ask questions as they will only communicate via email every other day.

  Business Response

  Date: 09/21/2023

  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 pack and move items into storage on July 3, 2023. This appointment is free up to 1 hour, and $99 pickup & packing fee + $155/hour labor rate thereafter. This pricing was communicated to the customer when booking the appointment and via email after the appointment was booked. Three movers were on site for over 5 hours to complete ******* appointment. ***** filed a claim with us regarding this issue on July 18, 2023.

  "A thorough review of the issue claim resulted in the approval of $45.  Below are additional details: 
  
  After review, we confirmed the appointment pricing was communicated accurately prior to the appointment. The pre-appointment documents provided detailed that this appointment is free up to 1 hour, and $99 pickup & packing fee + $155/hour labor rate thereafter.
  
  We provide our best estimate based on the information the customer provided. ***** estimated we would pick up 510 cubic feet, however, we picked up over 600 cubic feet. We texted ***** multiple times during the appointment warning of the upgrade to a 10x15 unit, please review the texts,
  
  "Your storage plan is more than 50% full. If you are upgraded to the next plan size, your monthly storage rate will be $198.0/mo and your new onboarding service charge will be $0. Any additional plan size upgrades will increase your monthly storage rate and onboarding service charge.
  
  Speak with your team lead if you do not want to upgrade."
  
  As ***** did not decline the upgrade, the upgrade is valid, and they are in the correct size. 
  
  Packing, wrapping, photographing, and inventorying your items are all part of our smart storage service. These steps are necessary for creating an online inventory and ensuring your items are stored safely. We confirmed our movers worked within our expectations for the size and nature of your appointment. 
  
  As a customer courtesy, we have partially approved ******* claim for $45."

  ***** has since accepted this offer. ***** then filed four more claims for some items.

  Claim #0dc46374 is for a garbage can. Clutter offered the replacement value and ***** accepted the offer. ***** then filed claim #**c4573d for an inflatable mattress. Clutter also approved this claim for the full replacement value the customer claimed.

  Lastly, ***** filed claims #a289e32e and #*****a7e, both for the same chair. After review, the claims were denied for the cushions. Please review the claim decision,

  "At this time we have completed an investigation for these items and we have not been able to locate them, nor find any evidence of any items not being returned from your account. For this reason, in line with the information that we have, we will not be able to move forward with compensation at this time.   It has been concluded and reported that the cushions were packed in boxes by the owner. All items have been confirmed and returned. All boxes that could have the pillows related to this claim, were confirmed returned as well."

  Clutter has maintained contact throughout the claims process with *****. The claim decisions are valid.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20608186
  
  I am rejecting this response because: The staff is mistaken and had seen me put my BED pillows in a box, but they had wrapped my egg chair pillows with the chair itself. How can they have wrapped one pillow in the chair and not the others? That doesn't make any sense even logically. I have the seat cushion but not the other side ones which frankly would not even have fit inside the medium/small size boxes that I had so that is a lie. Like I said, I don't even want money for them because I can't buy JUST the cushions anywhere you have to buy the whole chair to get the cushions or make them custom. That is ridiculous. If they can find me a replacement and comp that then I might be fine, but I've looked and I can't find anything. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/22/2023

  ***** filed claims #a289e32e and #*****a7e, both for the same chair. After review, the claims were denied for the cushions. Please review the claim decision,

  
  "At this time we have completed an investigation for these items and we have not been able to locate them, nor find any evidence of any items not being returned from your account. For this reason, in line with the information that we have, we will not be able to move forward with compensation at this time.   It has been concluded and reported that the cushions were packed in boxes by the owner. All items have been confirmed and returned. All boxes that could have the pillows related to this claim, were confirmed returned as well."

  
  Clutter has maintained contact throughout the claims process with *****. The claim decisions are valid.

• Initial Complaint

  Date:09/12/2023

  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 experienced theft of my credit card on July 25th, 2023, during my moving appointment. I am in ***** and have identified that my card is being used in **********. Per Amex, the transactions have been made in person using a physical card. The unauthorized charges started on July 28th, a day after I left Washington. I have furnished a list of all the unauthorized transactions made with my credit card and contacted their customer support, but they informed me immediately that they couldn't assist. I have wasted many hours handling the issue yet did not receive a sincere response from them. They also charged fees regarding the cancellation of the credit card that had been stolen. I need to know the conclusion of their internal investigation and what additional security measures they have implemented to make sure my stuff in the storage is safe.

  Business Response

  Date: 09/19/2023

  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.
  
  

  ******* scheduled and completed an appointment on July 12, 2023, to put their items into storage. ******* scheduled another pickup on July 25, 2023, and another on July 29, 2023.

  As communicated to the customer when booking these appointments, the first appointment was billed at $84/hour per mover labor rate. The team was on site for 4 hours 24 minutes. As there were two movers, ******* was charged for **** hours of labor, totaling $705.00.

  The next appointment was billed at $84/hour per mover labor rate as well. Two movers were on site for 9 hours 22 minutes. As such, ******* was charged for 1**** hours of labor time.

  The next appointment was also billed at $84/hour per mover labor rate. Two movers were working for 2 hours 7 minutes. ******* was charged for 4.25 hours of labor time. 

  The appointment pricing was communicated to the customer when booking the appointment, and after the appointment was scheduled via email. These charges are valid charges for the time the movers spent on site working. ******* disputed these charges with their bank. As these are valid charges, the charges were re-billed to *************** 

  ******* filed a claim with us on August 31, 2023, regarding this issue. We responded to their claim,

  "The Clutter Trust & Safety Team appreciates the time you took to bring this concern to our attention.  A thorough review of the issue claim confirmed that the  $15 charges are accurate to the fees from the credit card dispute. Below are additional details: The fees charge for your appointment dated July 29, 2023 in the amount of $357.00 and $16.61 were valid charges that you disputed with the credit card company. As a result of this dispute these fees were correctly re-billed and the challenge fee of $15.00 each was also applied to your account. These charges are not related to your claim of a stolen credit card which is still being investigated.The Clutter Trust & Safety Team understands that this is not the preferred outcome, but we can confirm all your correspondence was examined and a detailed investigation was completed."

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20588498
  
  I am rejecting this response because:
  

  The response does not address my main concern, the theft committed by Clutter employees during my appointment. The possibility of the theft was not communicated to me in advance; the company did not reasonably perform the task. (As a side note, I did not dispute the charge to my bank. It's my bank's action, not initiated by me.)

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

  Business Response

  Date: 09/21/2023

  Clutter has received ********* claim that their card was stolen. We will be conducting an internal investigation. We take these allegations seriously as we expect the utmost level of professionalism from our employees. We have maintained contact with ******* and will continue to update the customer throughout the investigation.

  A member of Clutter's Trust and Safety team called Matsuda on August 5, 2023. ******* then replied that they'd like to keep all communication to email. We emailed Matsuda on August 6, 2023, 

  "While we will be conducting our own internal investigation that will not take care of your issue with the credit card company.  You will need to report the card as stolen and report the fraudulent transactions with your credit card company.  They will not hold you responsible for charges to a stolen card.
   
  You can provide our information to the credit card company and ask them to provide us with information as they collect it from the vendors where the charges were made.  We would like them to provide as much information as possible with us to assist with our internal investigation.
   
  We will conduct a thorough investigation but cannot release any details. We will cooperate with the credit card company or any law enforcement as necessary though.  If you like, you can send us more specific times of the transactions to help in the investigation."

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20588498
  
  I am rejecting this response because:

  It seems that the two statements "We have maintained contact with ******* and will continue to update the customer throughout the investigation" and "We will conduct a thorough investigation but cannot release any details" are in contradiction with each other. Could you please clarify your company's official policy on theft during appointments?

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

• Initial Complaint

  Date:09/06/2023

  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.

  My daughter scheduled her move with Clutter one month in advance. I flew across the country to assist her. On the day of the move she received a notification that it was cancelled with no explanation. She called and Clutter stated there was a weight regulation on the bridge en route to her new address and that is why they cancelled. They said they would schedule 2 new trucks for delivery but did not have a delivery date or time. We found this odd because she was only moving a one bedroom Apt. and we asked other moving companies with large vans moving into the same complex if they had this issue. Both companies said no. Clutter said they would call back as the gentleman she spoke to was obviously from a call center outside of the U.S. he never called back. She called again and they again said they had no new information and that they would call back. No call and called again (3rd time) with no new information and a promise to call back. By evening, no call. I called again this morning and spoke to a lady who said my daughter canceled and there was nothing she could do. She admitted that she was from a call center outside of the country. I asked to speak to a manager and she put me on hold, came back and said they were all busy and would call back in two hours. At this point we have no hope of retrieving her belongings from the move as Clutter does not have a U.S. number and the people we speak to are like robots giving us canned phrases that are no help and are designed to end the conversation. I am disappointed in the service and feel bad because I recommend this service to my daughter one year ago when I moved. I had none of these issues and the Clutter staff I spoke to each time were not from an out of country call center. I feel that she may have been scammed. All she needs is her belongings delivered as soon as possible.

  Business Response

  Date: 09/16/2023

  Clutter is a household goods moving and storage company.  For a fee, Clutter packs, stores, and delviers customers items from our secure warehouses.  

  The customer is complaining on behalf of another account holder. 

  The account holder booked their final return appointment on 8/7/23 for 9/5/23. The movers onsite had issues and the appointment needed to be rescheduled as the truck we had loaded was unable to access the return address. Our movers contacted us the day of the return as they were driving and were unable to complete the appointment. Our truck weighed 26 tons, and the bridge had a restriction of 11 tons. As such, we had to reschedule and secure a different vehicle to complete the appointment.

  We reached out to reschedule for 9/6/23 but the customer confirmed the 12th is the soonest that would work. The appointment was completed on 9/12/23. While Clutter is not at fault for transportation restrictions out of our control, we worked to resolve this as soon as possible and offered a next day appointment.

  The customer filed in issue claim that was partially approved for the inconvenience. We did not however, meet their full demand as we returned their items. The customer has not accepted their current claim offer and has not returned calls since.

  Clutter considers this resolved.